JP2024036110A - Information processing device and information processing method - Google Patents

Abstract

To provide an information processing device capable of optimizing a matter about which a user having a high skill level is to be notified of guidance.SOLUTION: An information processing device according to one embodiment of the present invention includes: a storage unit that performs storage by associating matter information regarding a matter with at least one first user among a plurality of users; a first determination unit that determines whether or not matter cost calculated based on the matter information is equal to or higher than a predetermined threshold; a second determination unit that determines whether or not the matter information satisfies at least one matter information condition set depending on whether or not the matter cost is equal to or higher than the predetermined threshold; a third determination unit that determines whether or not to notify a second user having a skill level class higher than that of the first user of guidance regarding the matter based on a first determination result by the first determination unit and a second determination result by the second determination unit; and a notification unit that performs notification of the guidance depending on a third determination result by the third determination unit.SELECTED DRAWING: Figure 1

Description

The present invention relates to an information processing device and an information processing method.

BACKGROUND ART Conventionally, in call centers, employees (hereinafter referred to as operators) respond to inquiries, inquiries, or requests from customers and the like. For example, Patent Document 1 describes a system for managing the progress of cases in a call center. In this system, an operator inputs the progress status of processing a case into the system, so that even if another operator takes over the case, the other operator can perform the remaining processing.

JP 2019-8722 Publication

Reception work at a call center requires advanced skills in order to deal with a wide variety of customers and cases, but the level of proficiency in response work varies depending on the operator. In this regard, when a highly skilled employee called a "key person (KP)" confirms case information on behalf of the operator in charge for the purpose of appropriate project management and operator evaluation, etc. In some cases, a new operator may take charge of a case in place of the operator in charge. However, since the number of highly skilled employees is often limited, it has been desired to optimize the projects in which highly skilled employees should be involved.

Accordingly, one of the objects of an embodiment of the present invention is to provide an information processing apparatus that can optimize the notification of guidance to highly skilled users.

An information processing device according to an embodiment of the present invention includes: a storage unit that stores case information related to a case in association with at least one first user among a plurality of users; a first determination unit that determines whether the project cost is greater than or equal to a predetermined threshold; a second determination unit that determines whether the requirements are met; and a second user whose proficiency class is higher than that of the first user based on the first determination result by the first determination unit and the second determination result by the second determination unit. The apparatus includes a third determination section that determines whether or not to notify the person of guidance regarding the matter, and a notification section that notifies the guidance in accordance with the third determination result by the third determination section.

According to an embodiment of the present invention, the case cost calculated based on the case information is equal to or greater than a predetermined threshold, and the case information Based on whether or not the set at least one case information condition is satisfied, it is determined whether or not to notify a second user who has a higher proficiency class than the first user of information regarding the case, and the determination result is Information will be notified accordingly. Therefore, it is possible to optimize the cases in which guidance is notified to highly skilled users.

According to an embodiment of the present invention, it is possible to optimize the cases in which guidance is notified to highly skilled users.

1 is a block diagram of a case management system 1 according to an embodiment of the present invention. It is a figure showing an example of the data structure of operator information DB311. It is a diagram showing an example of a data structure of a case information DB 312. 1 is a diagram showing an example of the hardware configuration of a customer terminal 10, an operator terminal 20, and a management device 30 included in the case management system 1. FIG. 3 is an operational flow diagram showing an example of operational processing executed by the management device 30. FIG. This is an example of a display screen for information regarding a matter.

Preferred embodiments of the present invention will be described with reference to the accompanying drawings. In addition, in each figure, those with the same reference numerals have the same or similar configurations.

(1) Overview of management system 1 FIG. 1 is a block diagram of a case management system 1 according to an embodiment of the present invention. The case management system 1 is used, for example, for reception work at an insurance-related call center or the like. Note that the case management system 1 is applicable not only to call center operations related to insurance, but also to banking operations, sales operations, and other arbitrary operations.

The case management system 1 includes, for example, a customer terminal 10 used by a customer, an operator terminal 20 used by an operator who responds to the customer, and a management device 30. The customer terminal 10, the operator terminal 20, and the management device 30 are connected to a communication network N such as the Internet, a public network such as PSTN (Public Switched Telephone Networks), or a wireless network. Here, the customer is an example of a user who receives service from an operator. Users receiving service are not limited to customers, but also include people related to the customer (family, friends, acquaintances), the other party in the accident in which the customer was involved, employees of the insurance company under which the other party has an insurance contract, and customers. Any person related to the insurance, such as a repair company that repairs automobiles, etc. that were damaged in an accident involving It's fine. Furthermore, the operator may be any user who interacts with customers.

The customer terminal 10 and the operator terminal 20 may be connected via a communication network N, for example, to enable voice communication. This allows a customer using the customer terminal 10 and an operator using the operator terminal 20 to make a voice call via these terminals. The operator terminal 20 may generate call voice data based on the voice call with the customer terminal 10 and transmit it to the management device 30. The call audio data may be given a call start time, a call end time, a tag indicating the start of the call, a tag indicating the start of the end of the call, and identification information for distinguishing the call audio data. Note that the customer terminal 10 may generate the call voice data and transmit it to the management device 30.

The customer terminal 10 and the operator terminal 20 may be connected to each other via a communication network N, for example, so that text information can be sent and received using a chat function or the like. This allows a customer using the customer terminal 10 and an operator using the operator terminal 20 to exchange text information via these terminals. The operator terminal 20 may transmit text information that is exchanged with the customer terminal 10 to the management device 30. Note that the transmission of the text information to the management device 30 may be executed by the customer terminal 10.

The management device 30 provides the operator terminal 20 with a function of a case management application for managing case information regarding a case. The operator can use the functions of the case management application via the operator terminal 20. In the matter management application, for example, each matter may be registered in association with the operator in charge of the matter. The operator in charge may be able to view case information registered in the case management application when responding to a customer. Furthermore, the operator in charge may be able to edit, such as adding, deleting, and changing case information, at any time during or after the response. Note that in the case management application, an operator other than the operator in charge may be able to view, edit, etc. the case information.

A proficiency level may be set for the operator, which is a qualitative or quantitative index indicating the level of proficiency of the operator regarding customer service. The management device 30 may manage each operator by associating each operator with a proficiency class according to the proficiency level. In particular, when an operator (an example of a first user) is associated with the case information, under predetermined conditions, the management device 30 is configured to manage other operators (an example of a second user) whose proficiency class is higher than that of the operator. ) may be notified of instructions to encourage their involvement in the matter. Whether or not the predetermined condition is satisfied may be determined based on, for example, a first determination result regarding the job cost calculated based on the job information and a second determination result regarding the job information. The first determination result may be a determination result regarding whether the project cost is equal to or greater than a predetermined threshold value. Here, the project cost may be an index based on the time required for the project. Further, the second determination result may be a determination result regarding whether the matter information satisfies at least one condition set depending on whether the matter cost is equal to or greater than the predetermined threshold value.

As a result, whether the project cost calculated based on the project information is greater than or equal to the predetermined threshold, and the project information is set depending on whether the project cost is greater than or equal to the predetermined threshold. Based on whether the information condition is satisfied, it is determined whether or not to notify a second user of a higher proficiency class than the first user of the guidance regarding the matter, and the guidance is notified according to the determination result. Ru. Therefore, it is possible to optimize the cases in which guidance is notified to highly skilled users.

(2) Configuration of management device 30 (2-1) Functional configuration The functional configuration of management device 30 will be described with reference to FIG. 1. As shown in FIG. 1, the management device 30 includes a storage section 31 and a control section 32. The storage unit 31 is realized by, for example, a memory 102 and a storage 103, which will be described later. The control unit 32 is realized, for example, by a processor 101, which will be described later.

<Storage unit 31>
The storage unit 31 stores an operator information DB 311, a case information DB 312, and a machine learning model 313.

FIG. 2 is a diagram showing an example of the data structure of the operator information DB 311. Operator information DB 311 is a DB for storing information regarding operators. In the operator information DB 311, for example, "skill level class", "superior operator", "assigned work", "notified work", etc. are stored in association with each other for each operator.

The "skill level class" is a class set according to the skill level of the operator. It is assumed that a proficiency level, which is a qualitative and quantitative index indicating the level of skill of the operator, is set for the operator. The skill level may be calculated using a predetermined algorithm, or may be calculated based on evaluation by a superior, administrator, or the like. Matters taken into consideration in calculating proficiency level are not particularly limited, but include, for example, the operator's years of service, duties and responsibilities, workload (total amount, amount of cases handled in a specified period, etc.), evaluation results such as personnel evaluation, performance, etc. May include. The operator information DB 311 may store skill levels in association with operators.

The "skill level class" may be set based on the skill level. In FIG. 2, as an example, two skill level classes are set: "KP" (key person) and "person in charge". Here, it is assumed that "KP" is a proficiency class whose proficiency level is higher than that of "person in charge." For example, "KP" may correspond to an operator whose proficiency level is above a predetermined threshold, and "person in charge" may correspond to an operator whose proficiency level is less than the predetermined threshold. In the example shown in FIG. 2, the skill level class of Operator A and Operator B is "KP", and the skill level class of Operator C, Operator D, and Operator E is "Person in charge". Note that the number of proficiency classes is not limited to two, and may be set to any number greater than or equal to three.

The "superior operator" may be an operator who is in a position to supervise the operator. The "superior operator" may be an operator selected from operators whose proficiency class is higher than that of the operator. In the example shown in FIG. 2, operator A is registered as the "superior operator" of each of operator C and operator E. In this way, the same operator may be registered as a "superior operator" for multiple operators. The number of operators that can be registered as "superior operators" for a certain operator may be settable depending on the operator's skill level, skill level class, and other parameters. It may be possible to set it arbitrarily.

The assigned matter is information indicating a matter that has been assigned to the operator. For example, when an assignment unit 326 (described later) assigns an arbitrary task to an operator, it is registered as an assigned task for the operator in the operator information DB 311. The work assigned to the operator is set as the work for which the operator is to respond. An operator to whom a job is assigned may be able to view, edit, etc. job information regarding the job in a job management application used via the operator terminal 20. For example, the operator may respond to the customer while viewing the case information, and then input the case information as appropriate.

The notified matter is information indicating the matter when the operator has been notified of guidance regarding the matter. When the notification unit 325, which will be described later, notifies an operator of guidance regarding an arbitrary matter (notifies the operator terminal 20 used by the operator), the guidance is registered as a notified work of the operator in the operator information DB 311. The work notified to the operator is not limited to the work set as the work that the operator should handle.

FIG. 3 is a diagram showing an example of the data structure of the case information DB 312. The matter information DB 312 is a DB for storing matter information registered in the matter management application. The project information DB 312 includes, for example, "progress", "elapsed time/required time", "operator in charge", "customer", "notification status", "vehicle information", "accident details", and "warehousing" for each project. ``destination'', ``negotiation information'', ``responsibility ratio information'', ``bill intention'', ``response information'', and ``work information'' are stored in association with each other.

“Progress” is information indicating the progress of the matter. For example, "progress" may be content arbitrarily input by an operator or the like, or may be information indicating a preset stage of response. The information indicating the preset response stage is not particularly limited, but for example, in the case of an insurance-related response case, the stage is used to decide whether to provide the customer with response by an operator or by an automated system. (automated triage), the initial response stage when a case occurs, the stage of confirming the damage that has occurred, the stage of settlement negotiations, the stage of calculating insurance claims, the stage of approval for insurance claims payment, the stage of approval of insurance claim payment. and the stage of making insurance claim payments. Further, for example, "progress" may include information indicating whether or not the matter has been completed.

"Elapsed time/required time" is information (elapsed time) indicating the elapsed time from the reference date and time for a matter whose "Progress" is incomplete, or from the reference date and time to completion for a matter whose "Progress" is complete. (required time). The reference date and time may be set arbitrarily, for example, the date and time when an incident or the like occurred, the date and time when a customer made an inquiry to a call center or the like by telephone or chat, the date and time when an operator performed a predetermined start operation, It may be the date and time stipulated by the insurance contract. The units of elapsed time and required time may be set arbitrarily, and may be, for example, dates or times (hours, minutes, etc.).

“Operator in charge” is information indicating an operator who is registered as a person in charge of a case, and displays, for example, an operator assigned by the assignment unit 326. The operator registered as the "operator in charge" may be changed to another operator by an allocation process by the allocation unit 326 or the like or by an operation by an arbitrary user. “Customer” is information indicating a customer who receives assistance from an operator in a case.

“Notification status” is information indicating whether or not the notification unit 325 has notified an operator with a higher skill level than the operator in charge regarding the matter. The information may include information indicating the operator who is the target of the notification (an operator whose skill level is higher than that of the operator in charge).

"Vehicle information" is any information regarding the vehicle covered by the insurance contract. In addition to the car model and specifications, the information may also include registration details such as car number, vehicle inspection status, and the like. "Accident details" is information regarding the details of the accident, and may include, for example, the date, time and location of the accident, the circumstances of the accident, the extent of damage to vehicles and other objects, and the like. The “warehousing destination” is information indicating a repair shop or the like that repairs the damaged vehicle.

The "negotiation information" is information regarding negotiations between the customer and the other party (opposite party) in the accident, and may include, for example, admission/denial/certification of fault, information on a lawyer, whether or not the accident vehicle is in storage, etc.

"Responsibility ratio information" is information regarding the claim of responsibility for the accident by the customer, the other party, etc., and includes, for example, the size of the responsibility ratio of the customer or the other party for the accident (including no responsibility), and the customer and other party's responsibility for the accident. It may also include information such as whether the other party has agreed to the proportion of responsibility for the accident or whether there is a difference of opinion. “Claim intention” is information indicating the customer's intention to make an insurance claim, and includes, for example, information indicating whether or not the customer has the intention to make an insurance claim.

"Response information" may be text information generated by voice recognition of call voice data based on a call between a customer and an operator in the case of reception by telephone, or may be text information generated by voice recognition of call voice data based on a call between the customer and an operator, or in the case of reception by chat, the customer The information may also be text information input by an operator to each terminal. Further, the "response information" may be information indicating a fixed phrase selected as corresponding to the content of the utterance or input. Further, the "response information" may include notes arbitrarily input by the operator, results of checks by the operator regarding various check items related to insurance contracts, etc., for example.

"Work information" is information related to the confirmation and input work that the operator in charge should perform, and may include, for example, information indicating items to be confirmed or input, and information on whether confirmation or input has been completed. good. Further, the "work information" may include information such as numerical values and text input by the operator.

<Learning execution unit 321>
The learning execution unit 321 executes machine learning using learning data including project information, thereby creating a machine learning model 313 that takes project information regarding uncompleted projects as input and outputs the cost required for the project (project cost). generate.

The learning execution unit 321 includes, for example, case information of completed cases (“progress” indicates completion) among the case information registered in the case management application (case information registered in the case information DB 312). A machine learning model 313 may be generated based on the learning data. In particular, the learning execution unit 321 may generate the machine learning model 313 based on learning data that includes only case information for which the required time is longer than a predetermined value (for example, 90 days, 120 days, etc.). In generating the machine learning model 313, depending on the design of the machine learning model 313, the learning data is not limited to all of the items included in the item information, but only some of the items included in the item information may be included in the learning data. For example, only the "elapsed time/required time" and "response information" registered in the case information DB 312 may be included in the learning data. Further, among the "reception information", only text information based on utterances or input by the customer or operator, or only selected fixed phrases may be included in the learning data.

The project cost, which is the output of the machine learning model 313, may be an index based on the time required for the project, such as an estimated value of the time required for the project (required time), man-hours expected to be required for the project, etc. May include. The dimension of man-hours may be, for example, time, or an integrated value of time and personnel. Further, the project cost may be an index indicating the risk that the project will become long-term, and the risk may be the probability that the project will become long-term.

The machine learning algorithm used to generate the machine learning model 313 is not particularly limited, but may include, for example, logistic regression, neural network, support vector machine, random forest, naive Bayes, and the like. Note that the learning execution unit 321 may perform relearning at predetermined intervals to update the machine learning model 313 based on case information stored in the storage unit 31 or the like.

<Project cost condition determination unit 322 (first determination unit)>
The job cost condition determination unit 322 (an example of a first determination unit) determines whether the job cost calculated based on the job information is equal to or greater than a predetermined threshold (case cost condition). For example, by inputting case information into the machine learning model 313, the case cost condition determination unit 322 acquires the case cost as an output of the machine learning model 313, and then determines whether the case cost condition is satisfied or not. That is, it is determined whether the project cost is equal to or greater than a predetermined threshold. As described later, the determination result of the project cost condition is a guide to encourage an operator (an example of a second user) who has a higher proficiency class than the operator in charge of the project (an example of a first user) to get involved in the project. It is used when the notification determination unit 324 determines whether or not to notify. As a result, the size of the project cost is taken into consideration when determining whether or not to notify an operator of a high skill level of guidance.

The predetermined threshold value to be compared with the job cost in the job cost condition may be set arbitrarily, or the job cost condition determining unit 322 or the like may change the setting of the threshold value. For example, the item cost condition determining unit 322 or the like may change the setting of the threshold value based on the situation regarding the operator. Here, the situation regarding the operator may include the overall situation of at least one operator as a resource in call center operations, and specifically may include the number of operators, availability, busyness, workload, etc. . Further, the situation regarding the operator may be a situation regarding an operator (at least one of the first user and the second user) who is in a specific skill level class.

<Matter information condition determination unit 323 (second determination unit)>
The matter information condition determination unit 323 (an example of a second determination unit) determines whether or not the matter information satisfies at least one condition (case information condition) that is set to be satisfied. Here, the case information condition is a condition for determining whether or not notification to an operator with a high proficiency class is necessary from the viewpoint of the contents of the case information. Further, the job information conditions may be set to have different contents depending on the determination result of the job cost condition described above (depending on whether the job cost is equal to or higher than the predetermined threshold value described above). .

For example, the job information conditions may include a first job information condition when the job cost is equal to or greater than the above-mentioned predetermined threshold. Here, the first job information condition is based on the content of the job information, even if the job cost condition is met (even if the job cost is above a predetermined threshold). This is the condition for determining that the guidance notification is unnecessary. That is, as will be described later, even if the case cost condition is satisfied (even if the case cost is equal to or higher than a predetermined threshold), if the first case information condition is satisfied, the notification by the notification unit 325 will not be executed. It's okay.

The first case information condition is not particularly limited as long as it is a condition set based on case information, but may be set based on items registered in the case information DB 312, for example. More specifically, the first case information conditions may include, but are not limited to, the following conditions, for example.
・The accident must be the fault of the customer. ・The proportion of responsibility must have been determined.

For example, the job information conditions may include a second job information condition when the job cost is less than the predetermined threshold. Here, the second job information condition is that even if the job cost condition is not met (even if the job cost is less than a predetermined threshold), an operator with a high proficiency class based on the content of the job information This is the condition for determining that a notification of guidance is necessary. That is, as will be described later, even if the case cost condition is not satisfied (even if the case cost is less than a predetermined threshold), if the second case information condition is satisfied, the notification unit 325 executes the notification. It's okay.

The second case information condition is not particularly limited as long as it is a condition set based on case information, but may be set based on items registered in the case information DB 312, for example. More specifically, the second case information conditions may include, but are not limited to, the following conditions, for example.
・At least one of the customer and the other party claims that there is no liability. ・There is consistency between certain items in the case information (for example, the circumstances of the accident) and other items (for example, the circumstances of the damage to the vehicle). that there is no

The matter information conditions (the first matter information condition and/or the second matter information condition) may be set arbitrarily, or the matter information condition determination unit 323 or the like may change the contents of the matter information condition. . For example, the matter information condition determining unit 323 or the like may change the content of the matter information condition based on the situation regarding the operator. Here, the situation regarding the operator may include the overall situation of at least one operator as a resource in call center operations, and specifically may include the number of operators, availability, busyness, workload, etc. . Further, the situation regarding the operator may be a situation regarding an operator (at least one of the first user and the second user) who is in a specific skill level class.

<Notification determination unit 324 (third determination unit)>
The notification determination unit 324 (an example of a third determination unit) uses the determination result by the job cost condition determination unit 322 (an example of a first determination result) and the determination result by the job information condition determination unit 323 (an example of a second determination result). Based on this, it is determined whether or not to notify an operator (an example of a second user) of a higher proficiency class than the operator in charge of the item (an example of a first user) regarding the item.

For example, if the job cost condition determining unit 322 determines that the job cost is greater than or equal to a predetermined threshold, and the first job information condition (condition set for the case where the job cost is greater than or equal to a predetermined threshold) is satisfied, the job When the information condition determination unit 323 makes a determination, the notification determination unit 324 may determine that the notification of guidance is not to be performed. Further, for example, if the job cost condition determining unit 322 determines that the job cost is equal to or greater than a predetermined threshold, and the job information condition determining unit 323 determines that the first job information condition is not satisfied, the notification determining unit 324 It may be determined that the notification of guidance is to be executed. Further, for example, the job cost condition determination unit 322 determines that the job cost is less than a predetermined threshold, and the second job information condition (condition set for the case where the job cost is less than a predetermined threshold) is satisfied. When the matter information condition determining unit 323 determines that, the notification determining unit 324 may determine that the guidance notification is to be executed. For example, if the job cost condition determining unit 322 determines that the job cost is less than a predetermined threshold, and the job information condition determining unit 323 determines that the second job information condition is not satisfied, the notification determining unit 324 , it may be determined that the notification of guidance is not to be executed.

<Notification section 325>
The notification unit 325 provides guidance regarding the case to an operator (an example of a second user) whose proficiency class is higher than that of the operator in charge of the case (an example of a first user), according to the determination result by the notification determination unit 324. Notice. Here, notifying the guidance is not limited to sending the guidance by push notification etc. to the operator terminal 20 used by the operator receiving the guidance, but also means setting the guidance in a state where the operator can view it. May include. The content of the guidance regarding the matter may include, for example, matter information, a message encouraging involvement in the matter, or activity of the matter. The content of the guidance will be described further below.

<Assignment unit 326>
The assignment unit 326 assigns an operator to a case. Specifically, the assignment unit 326 assigns an operator to the matter by registering an arbitrary operator as the "operator in charge" in the matter information DB 312.

In particular, the assignment unit 326 may register, as a new operator in charge, an operator whose proficiency level is higher than that of the operator currently in charge of the case, according to the determination result by the notification determination unit 324. The new operator in charge may be, for example, an operator registered in the operator information DB 311 as a "superior operator" for the operator currently in charge.

For example, if the job cost condition determining unit 322 determines that the job cost is greater than or equal to a predetermined threshold, and the first job information condition (condition set for the case where the job cost is greater than or equal to a predetermined threshold) is satisfied, the job If the information condition determination unit 323 makes a determination, the assignment unit 326 does not need to assign a new operator to the case. Further, for example, if the job cost condition determination unit 322 determines that the job cost is equal to or greater than a predetermined threshold, and the job information condition determination unit 323 determines that the first job information condition is not satisfied, the allocation unit 326 , a new operator may be assigned to the case. Further, for example, the job cost condition determination unit 322 determines that the job cost is less than a predetermined threshold, and the second job information condition (condition set for the case where the job cost is less than a predetermined threshold) is satisfied. When the matter information condition determining unit 323 determines that the assignment unit 326 assigns a new operator to the matter. Further, for example, if the job cost condition determining unit 322 determines that the job cost is less than a predetermined threshold, and the job information condition determining unit 323 determines that the second job information condition is not satisfied, the allocation unit 326 , there is no need to assign a new operator to the case.

(2-2) Hardware Configuration FIG. 4 is a diagram showing an example of the hardware configuration of the customer terminal 10, operator terminal 20, and management device 30 included in the case management system 1 according to the embodiment. Hereinafter, the customer terminal 10, the operator terminal 20, and the management device 30 will be referred to as the information processing device 100 without distinction.

The information processing device 100 includes a processor 101, a memory 102, a storage 103, an input/output interface (input/output I/F) 104, and a communication interface (communication I/F) 105. The hardware components of the information processing device 100 are interconnected via a bus B, by way of example and not limitation.

The information processing device 100 realizes the functions and/or methods described in the present disclosure through cooperation with the processor 101, memory 102, storage 103, input/output I/F 104, and communication I/F 105. do.

Processor 101 executes functions and/or methods implemented by codes or instructions included in programs stored in storage 103. The processor 101 may include, by way of example and not limitation, a central processing unit (CPU), an MPU (Micro Processing Unit), a GPU (Graphics Processing Unit), a microprocessor (Micro Processor), a processor core (Processor Core), a multiprocessor (Multiprocessor), etc. tipprocessor) , ASIC (Application-Specific Integrated Circuit), FPGA (Field Programmable Gate Array), etc., integrated circuit (IC (Integrated Circuit) chip, LSI (Large Logic circuits (hardware) formed in Scale Integration), etc. Each process disclosed in the embodiments may be implemented by a dedicated circuit. Further, these circuits may be realized by one or more integrated circuits, and a plurality of processes shown in the embodiments may be realized by one integrated circuit. Furthermore, LSIs are sometimes called VLSIs, super LSIs, ultra LSIs, etc. depending on the degree of integration.

The memory 102 temporarily stores programs loaded from the storage 103 and provides a work area for the processor 101. The memory 102 also temporarily stores various data generated while the processor 101 is executing a program. Memory 102 includes, by way of example and not limitation, RAM (Random Access Memory), ROM (Read Only Memory), and the like.

Storage 103 stores programs. The storage 103 includes, by way of example and not limitation, an HDD (Hard Disk Drive), an SSD (Solid State Drive), a flash memory, and the like.

The input/output I/F 104 includes an input device for inputting various operations to the information processing device 100 and an output device for outputting processing results processed by the information processing device 100. The input/output I/F 104 may be an integrated input device and an output device, or may be separated into an input device and an output device.

The input device is implemented by any or a combination of all types of devices capable of receiving input from a user and transmitting information related to the input to processor 101. Input devices include, by way of example and not limitation, touch panels, touch displays, hardware keys such as keyboards, pointing devices such as mice, cameras (operation input via images), and microphones (operation input via voice).

The output device is realized by any one of all types of devices capable of outputting the processing results processed by the processor 101, or a combination thereof. When outputting the processing result as a video and/or moving image, the output device uses all types of devices that can display the display data according to the display data (screen information) written to the frame buffer. Realized by either one or a combination thereof. Examples of the output device include, but are not limited to, a touch panel, a touch display, a monitor (including, but not limited to, a liquid crystal display, an OELD (Organic Electroluminescence Display), etc.), a head mounted display (HDM), a projection mapping, and a hologram. , devices that can display images, text information, etc. in air (or in a vacuum), speakers (audio output), printers, etc. Note that these output devices may be capable of displaying display data in 3D.

The communication I/F 105 transmits and receives various data via the communication network N. The communication may be performed by wire or wirelessly, and any communication protocol may be used as long as mutual communication can be performed. The communication I/F 105 has a function of communicating with other information processing devices via the communication network N. Communication I/F 105 transmits various data to other information processing devices according to instructions from processor 101. Furthermore, the communication I/F 105 receives various data transmitted from other information processing devices and transmits the received data to the processor 101.

The program of the embodiment of the present disclosure may be provided in a state stored in a computer-readable storage medium. The storage medium is a "non-temporary tangible medium" that can store a program. Programs include, by way of example and not limitation, software programs and computer programs.

Where appropriate, the storage medium may include one or more semiconductor-based or other integrated circuits (ICs), such as, by way of example and not limitation, field programmable gate arrays (FPGAs), application specific integrated circuits (ASICs), etc. ), hard disk drive (HDD), hybrid hard drive (HHD), optical disk, optical disk drive (ODD), magneto-optical disk, magneto-optical drive, floppy diskette, floppy disk drive (FDD), magnetic It may include tape, solid state drives (SSD), RAM drives, secure digital cards or drives, any other suitable storage medium, or any suitable combination of two or more thereof. Storage media may be volatile, non-volatile, or a combination of volatile and non-volatile, where appropriate.

Further, the program of the present disclosure may be provided to the information processing device 100 via any transmission medium (network, broadcast wave, etc.) that can transmit the program.

Embodiments of the present disclosure may also be implemented in the form of a data signal embedded in a carrier wave, where the program is embodied by electronic transmission.

Note that the program of the present disclosure uses, by way of example and not limitation, a scripting language such as ActionScript and JavaScript (registered trademark), an object-oriented programming language such as Objective-C and Java (registered trademark), a markup language such as HTML5, etc. It is implemented using

At least part of the processing in the information processing device 100 may be realized by cloud computing configured by one or more computers.

At least part of the processing in the information processing device 100 may be performed by another information processing device. In this case, at least some of the processing of each functional unit implemented by the processor 101 may be performed by another information processing device.

(3) Operation flow of management device 30 FIG. 5 is an operation flow diagram showing an example of operation processing executed by management device 30.

(S11)
First, the job cost condition determination unit 322 acquires job information of a target job (target job) from the job information DB 312. The target case may be any incomplete case. The timing at which the acquisition process of the matter information is executed is not particularly limited, but may be, for example, when a preset periodic or non-periodic time arrives, or when an operation by the administrator is accepted. This may be the case, or it may be the case that other conditions are met. Furthermore, the timing at which the acquisition process of the matter information is executed is, for example, even if the "elapsed time/required time" included in the matter information DB 312 is equal to or greater than a predetermined threshold (for example, 14 days, etc.). good.

(S12)
Next, the job cost condition determination unit 322 extracts at least some items according to the machine learning model 313 from the acquired item information of the target job, and inputs the items into the machine learning model 313. Thereby, the machine learning model 313 outputs the project cost of the target project.

(S13)
Next, the matter cost condition determination unit 322 determines whether the calculated matter cost of the target matter is equal to or greater than a predetermined threshold. If it is determined that the project cost of the target project is equal to or greater than the predetermined threshold, the process proceeds to step S14. If it is determined that the project cost of the target project is less than the predetermined threshold, the process proceeds to step S15.

(S14)
If it is determined that the calculated job cost of the target job is equal to or greater than the predetermined threshold (S13; Yes), the job information condition determination unit 323 determines whether the job information of the target job satisfies the first job information condition. Determine. The first job information condition is based on the content of the job information, even if the job cost condition is met (even if the job cost of the target job is above a predetermined threshold). This is the condition for determining that the notification of guidance regarding the case is unnecessary. Specifically, the first case information condition may be, for example, "the accident is an accident caused by the customer" or "the proportion of responsibility has been determined."

If it is determined that the job information of the target job satisfies the first job information condition (S14; Yes), it is assumed that it is unnecessary to notify operators with high proficiency class of guidance regarding the job, and the process ends. . In this case, the notification section 325 does not need to notify the operator of a high skill level of guidance, and the assignment section 326 does not need to assign the operator.

On the other hand, if it is determined that the job information of the target job does not satisfy the first job information condition (S14; No), it is deemed necessary to notify the operator with the high skill level of the job information, and the process will be processed. The process proceeds to step S16.

(S15)
If it is determined that the calculated job cost of the target job is less than the predetermined threshold (S13; No), the job information condition determination unit 323 determines whether the job information of the target job satisfies the second job information condition. Determine. The second job information condition is based on the content of the job information, even if the job cost condition is not met (even if the job cost of the target job is less than a predetermined threshold), the operator is of a high proficiency class. These are the conditions for determining that it is necessary to notify the person of guidance regarding the matter. Specifically, the second case information condition is, for example, ``At least one of the customer and the other party claims that there is no responsibility ratio,'' or ``certain items in the case information (for example, the circumstances of the accident).'' and other items (for example, the state of damage to the vehicle)."

If it is determined that the job information of the target job does not satisfy the second job information condition (S15; No), it is assumed that there is no need to notify operators with high skill level guidance regarding the job, and the process ends. do. In this case, the notification section 325 does not notify the operator of a high skill level of the guidance regarding the case, and the assignment section 326 does not assign the operator.

On the other hand, if it is determined that the job information of the target job satisfies the second job information condition (S15; Yes), it is deemed necessary to notify the operator with the high skill level of the job information, and the process will be continued. Proceed to step S16.

(S16)
If it is determined that the matter information of the target matter does not satisfy the first matter information condition (S14; No), or if it is determined that the matter information of the target matter satisfies the second matter information condition (S15; Yes), The notification unit 325 notifies an operator whose skill level is higher than that of the operator in charge of the matter of guidance regarding the target matter.

For example, the notification unit 325 specifies the operator (operator in charge) who is registered as the "operator in charge" of the target case in the case information DB 312, and further refers to the operator information DB 311 to determine whether the operator in charge is "superior". The other operator (the "superior operator" whose proficiency class is higher than that of the operator in charge) associated with the "operator" is identified, and the other operator (superior operator) is notified of guidance regarding the target case. The notification unit 325 may transmit information regarding the matter to the operator terminal 20 used by the other operator, or may set the information so that the other operator can view the information. . This makes it possible for the operator terminal 20, etc. used by the other operator to display information regarding the matter, so that the other operator, whose proficiency level is higher than that of the operator in charge, can receive guidance on the matter. It becomes possible to encourage involvement. With this, the operation process ends.

In addition, in step S16 described above, the assignment unit 326 may further register an operator with a higher skill level class than the currently responsible operator for the target case as a new responsible operator. The new operator in charge may be, for example, an operator registered in the operator information DB 311 as a "superior operator" for the operator currently in charge. As a result, it becomes possible to have another operator, who has a higher skill level than the operator in charge, take charge of processing the target case, thereby making it possible to process the case more appropriately.

(4) Guidance display screen FIG. 6 is an example of a display screen for guidance regarding a case. The display screen is, for example, a screen for displaying the guidance notified by the notification unit 325 in step S16 described above, and is displayed on the operator terminal 20 or the like. As shown in FIG. 6, the display screen includes areas 41 to 46, for example.

For example, the area 41 titled “Matter Alert” may include a message encouraging involvement in the case. In the example shown in FIG. 6, a message 41A "Please perform the following activity" is displayed as an example of the message. The content of the message encouraging involvement in the project is not limited to content that encourages a specific activity (task), but can be any content as long as it is related to the project, and is not limited to content that explicitly requests work. The content may include at least part of the case information, or the content may indicate that some kind of involvement is required regarding the case.

At the bottom of the message 41A, an activity 41B with "reminder" is displayed. As clearly indicated in the message 41A "Please perform the following activity," this display indicates that the activity 41B (reminder) is required to be executed in the matter. This makes it possible to prompt the operator (superior operator, etc.) using the operator terminal 20 who has confirmed the display to perform the work indicated in the activity 41B. The content of the activity 41B is not particularly limited, and may include work managed by a case management application (for example, "work information" included in the case information DB 312).

At the bottom of the activity 41B, a recommendation reason for involvement 41C is displayed. The involvement recommendation reason 41C may display a reason why involvement by an operator or the like having a higher skill level than the operator in charge is recommended. The operator who received the notification (superior operator, etc.) can take a more appropriate response to the target matter by checking the recommendation reason for involvement 41C.

For example, if it is determined that the project cost of the target project is equal to or higher than a predetermined threshold (S13; Yes), and information on the target project is notified (S16), the involvement recommendation reason 41C indicates that the involvement is recommended. The reason for this may be that the project cost of the target project is greater than or equal to a predetermined threshold. FIG. 6 shows an example of such a display, which is the text "There is a long-term risk." Here, the "prolongation risk" is an index indicating the risk that the matter will become prolonged, and the index is an example of the matter cost (an index based on the time required for the matter).

For example, it is determined that the project cost of the target project is less than a predetermined threshold (S13; No), and it is further determined that the project information of the target project satisfies the second project information condition (S15; Yes). When information about a project is notified (S16), the involvement recommendation reason 41C indicates that the project information of the target project satisfies a predetermined condition (second project information condition) as the reason why the involvement is recommended. It's okay. Specifically, the reason 41C for recommending involvement shown in FIG. ) and other items (for example, vehicle damage status) may be displayed indicating that the second case information condition is satisfied.

Case information may be displayed in the area 42 titled "Case Information", and stage information may be displayed in the area 43 titled "Stage Information". Specifically, in the area 42, an item 42A and its registered contents 42B may be displayed for arbitrary case information registered in the case management application. Further, in the area 43, stage information 43A indicating the current stage of the case may be displayed. In the screen example shown in FIG. 6, the current "final stage" 43A is highlighted and displayed in bold. As shown in FIG. 6, the area 43 may display stage information 43A other than the current stage (such as "automated triage" and "customer initial response"). Note that by selecting the stage information 43A, case information regarding the selected stage may be displayed in the area 42 or the like. In this way, by displaying the case information and stage information in the notification notification, the operator who received the notification (superior operator, etc.) can grasp this information about the target case, and This makes it possible to take more appropriate measures.

In the area 44 entitled "Call text", at least a portion of message information 44A based on the customer's utterance or input and message information 44B based on the operator's utterance or input may be displayed. In the example screen shown in FIG. 6, the latest message information uttered or input by the customer or operator is sequentially displayed above the area 44. In the area 44, it may be possible to selectively display message information from the past to the latest message information by scrolling or the like.

In the area 45 entitled "Recommended fixed phrases", at least one candidate for a fixed phrase corresponding to the message information may be displayed, which is generated by analysis of the message information by the management device 30 or the like. In the screen example shown in FIG. 6, two fixed phrases 45A as candidates are displayed in the area 45 together with a degree of association 45B that is an index indicating the relationship with the message information. The candidate fixed phrases 45A are two candidate fixed phrases selected from those with the highest degree of relevance 45B. The degree of association 45B may be, for example, the degree of similarity with message information for each candidate (in the case of candidate extraction processing based on a rule base), or the probability of occurrence (in the case of candidate extraction processing using a machine learning model). It may be. Note that the number of fixed phrases displayed on the display screen is not particularly limited, and new candidate fixed phrases 45A and relevance 45B may be displayed by scrolling or switching pages.

In the area 46 titled "Fixed fixed phrase", a fixed fixed phrase 46A selected by the operator is displayed. The fixed fixed phrase 46A selected by the operator may be registered in the case information DB 312 as reception information.

(5) Modification In the embodiment described above, it is determined that the project cost (long-term risk, etc.) is equal to or higher than a predetermined threshold (S13; Yes), and it is determined that the first project information condition is satisfied (S14). ;Yes) In the case, guidance for operators with a high level of proficiency is not ultimately notified. However, even for such projects, the project cost (prolonged risk, etc.) has been determined to be above a predetermined threshold, so the degree to which involvement by highly skilled operators is required is relatively low. It can be said that it is expensive. Despite this, the fact that the guidance notification is not executed as the first case information condition is satisfied may be because the response by the operator in charge is appropriate. Therefore, the management device 30 may regard such cases as complimentary cases and evaluate the operator in charge based on the complimentary cases.

For example, the management device 30 determines that the project cost (long-term risk, etc.) is equal to or higher than a predetermined threshold value in a predetermined period (S13; Yes), and that the first project information condition is satisfied (S14). ;Yes) The number of cases (praise cases) may be counted. In addition, the management device 30 may increase a predetermined evaluation value for the operator in charge based on the number of compliment cases. The predetermined evaluation value may be any evaluation value used for personnel evaluation or the like, and may include the skill level of the operator. This makes it possible to evaluate the operator based on complimentary cases.

The information processing device 30 according to an embodiment of the present invention includes a storage unit 31 that stores item information related to an item in association with at least one first user among a plurality of users, and a storage unit 31 that stores item information related to an item in association with at least one first user among a plurality of users; a first determination unit 322 that determines whether or not the job cost is equal to or greater than a predetermined threshold; The second determination unit 323 determines whether the information condition is satisfied, and based on the first determination result by the first determination unit 322 and the second determination result by the second determination unit 323, the second determination unit 323 determines whether the information condition is satisfied or not. a third determination unit 324 that determines whether or not to notify a second user of a high class of guidance regarding the matter; and a notification unit 325 that notifies the guidance in accordance with the third determination result by the third determination unit 324; , is provided.

In the above aspect, the case cost may be an index based on the time required for the case.

In the above aspect, the indicator may indicate a risk that the case will become prolonged.

In the above aspect, the at least one matter information condition may include a first matter information condition when the matter cost is equal to or greater than a predetermined threshold, and a second matter information condition when the matter cost is less than a predetermined threshold. good.

In the above aspect, the notification unit 325 does not need to notify the guidance when the third determination unit 324 determines that the case cost is equal to or greater than a predetermined threshold and the first case information condition is satisfied.

In the above aspect, the notification unit 325 may notify the guidance when the third determination unit 324 determines that the case cost is less than a predetermined threshold and the second case information condition is satisfied.

In the above aspect, the information processing device 30 further includes an allocation unit 326 that causes the storage unit 31 to store the second user in association with the item information according to the third determination result by the third determination unit 324. Good too.

In the above aspect, the guidance notified by the notification unit 325 may include at least one of case information, a message encouraging involvement in the case, and activity of the case.

In the above aspect, the first determination unit 322 may change the notification of the predetermined threshold based on the situation regarding the plurality of users.

In the above aspect, the situation may include the situation of at least one of the first user and the second user.

An information processing method according to another embodiment of the present invention includes one or more storage units that can access a storage unit that stores case information related to a case in association with at least one first user among a plurality of users. a first determination step in which the computer determines whether or not the case cost calculated based on the case information is equal to or greater than a predetermined threshold; a second determination step of determining whether or not at least one case information condition set according to the a third determination step of determining whether or not to notify a second user whose proficiency level class is higher than that of the first user, and notifying the guidance in accordance with the third determination result of the third determination step; A guidance notification step may be performed.

1... Matter management system, 10... Customer terminal, 20... Operator terminal, 30... Management device, 100... Information processing device, 101... Processor, 102... Memory, 103... Storage, 104... Input/output I/F, 105... Communication I/F, 31...Storage unit, 311...Operator information DB, 312...Project information DB, 313...Machine learning model, 32...Control unit, 321...Learning execution unit, 322...Project cost condition determination unit, 323...Project information Condition determination section, 324... Notification determination section, 325... Notification section, 326... Allocation section

Claims (11)

a storage unit that stores item information regarding the item in association with at least one first user among the plurality of users;
a first determination unit that determines whether the case cost calculated based on the case information is equal to or greater than a predetermined threshold;
a second determination unit that determines whether the job information satisfies at least one job information condition set depending on whether the job cost is equal to or greater than the predetermined threshold;
Based on a first determination result by the first determination unit and a second determination result by the second determination unit, a second user whose skill level class is higher than that of the first user is notified of guidance regarding the matter. a third determination unit that determines whether or not;
a notification unit that notifies the guidance according to a third determination result by the third determination unit;
An information processing device comprising: The information processing apparatus according to claim 1, wherein the case cost is an index based on the time required for the case. The information processing apparatus according to claim 2, wherein the indicator indicates a risk that the case will become prolonged. The at least one job information condition includes a first job information condition when the job cost is equal to or greater than the predetermined threshold, and a second job information condition when the job cost is less than the predetermined threshold. , The information processing device according to claim 1. 5. The notification unit according to claim 4, wherein the notification unit does not notify the guidance when the third determination unit determines that the case cost is equal to or greater than the predetermined threshold and the first case information condition is satisfied. Information processing device. The notification unit notifies the guidance when the third determination unit determines that the case cost is less than the predetermined threshold and the second case information condition is satisfied. Information processing device. The information processing according to claim 1, further comprising: an allocation unit that causes the storage unit to store the second user in association with the case information according to the third determination result by the third determination unit. Device. The information processing apparatus according to claim 1, wherein the guidance notified by the notification unit includes at least one of the case information, a message urging involvement in the case, and an activity of the case. The information processing apparatus according to claim 1, wherein the first determination unit changes the notification of the predetermined threshold based on a situation regarding the plurality of users. The information processing apparatus according to claim 9, wherein the situation includes a situation of at least one of the first user and the second user. One or more computers that can access a storage unit that stores item information related to the item in association with at least one first user among the plurality of users,
a first determination step of determining whether the project cost calculated based on the project information is equal to or higher than a predetermined threshold;
a second determination step of determining whether the job information satisfies at least one job information condition set depending on whether the job cost is equal to or greater than the predetermined threshold;
Based on the first determination result from the first determination step and the second determination result from the second determination step, a second user having a higher proficiency class than the first user is notified of guidance regarding the case information. a third determination step of determining whether or not to do so;
a guidance notification step of notifying the guidance according to a third determination result from the third determination step;
An information processing method that performs.

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