JP4275624B2 - Operator support device, operator support program and recording medium thereof, and operator support method - Google Patents

Description

The present invention relates to an operator support device, an operator support program and a recording medium thereof, an operator support method, and the like for displaying information supporting an operator who talks with a customer at a call center on an operator terminal and recording the call between the operator and the customer. An operator support device that can reduce the burden of screen operations performed by the operator during a call with a customer and the burden of post-processing performed using call recording after the call with the customer is completed, thereby improving the operational efficiency of the operator , operators support program and a recording medium, and to a operator-assisted methods.

  Conventionally, in a call center, various information is displayed on an operator terminal in order to support an operator who talks with a customer (see, for example, Patent Document 1). FIG. 24 is a diagram showing an example of a screen displayed on a conventional operator terminal.

  As shown in the figure, this operator terminal assumes a customer information screen that displays the customer's personal information, a business screen that is used when the operator processes the customer's business, and a conversation with the customer in advance. The conversation scenario screen displaying the conversation scenario created in this way is displayed independently.

  The operator can efficiently process customer requirements by obtaining necessary information while operating these screens. For example, when an operator selects a location corresponding to a customer's requirement on the conversation scenario screen, a conversation scenario that is normally performed on the requirement is displayed. Therefore, the operator can guide the conversation with the customer to an efficient one by advancing the conversation with the customer according to the displayed conversation scenario.

  All calls between the operator and the customer are recorded, and are used when the operator performs post-processing to create a correspondence record with the customer, or when checking the attitude of the operator on the telephone (for example, non-patent Reference 1).

JP 2003-219038 A "Database type call recording system Recware (R)", [August 22, 2003 search], Internet <URL: http://www.hitachi-it.co.jp/products/cti/record/index.htm >

  However, since the operator mainly operates the business screen while conversing with the customer during a call with the customer, there is a problem that it is difficult to operate the conversation scenario screen in parallel.

  Further, when the call recording is reproduced by the post-processing by the operator, it takes time to search for a necessary part, and the call recording cannot be efficiently reproduced.

The present invention has been made in order to solve the above-described problems caused by the prior art, and the post-processing performed using the call recording after the end of the call with the customer and the burden of the screen operation performed by the operator during the call with the customer. and the burden, has to operator supporting device which can improve the operational efficiency of the operator, and its object is to provide operators support program and a recording medium, as well as operator-assisted method.

In order to solve the above-mentioned problems and achieve the object, the present invention is an operator support device for displaying information for supporting an operator who talks with a customer at a call center on an operator terminal and recording a call between the operator and the customer. The operator is talking on a conversation scenario that was created assuming a conversation with the customer in advance and a call content identifier to be added to the call recording to facilitate identification of the playback location when partially playing the recorded call. The cooperative control information storage means stored in correspondence with the operation performed on the operator terminal and the call content identifier corresponding to the operation performed by the operator when the operator operates the operator terminal during the call. The identifier specifying means specified using the cooperation control information storage means and the call content identifier specified by the identifier specifying means An identifier adding means for adding the sound, when the operator performs an operation on the operator terminal during a call, a conversation scenario to identify the conversation scenario corresponding to the operation made by the operator using the cooperative control information storage means It is characterized by comprising specifying means and conversation scenario cooperation means for displaying the conversation scenario specified by the conversation scenario specifying means on an operator terminal.

The present invention also provides an operator support program for causing a computer to display information for supporting an operator who makes a call with a customer at a call center on an operator terminal and to record the call between the operator and the customer. During playback, the operator performs a conversation scenario created on the assumption that a conversation with a call content identifier and a customer conversation to be added to the call recording in order to make it easier to specify the playback location during playback. An identifier specifying procedure for specifying a call content identifier corresponding to an operation performed by the operator when the operator performs an operation on the operator terminal during a call using the cooperation control information storage unit stored corresponding to the operation If the identifier adding procedure of adding the call contents identifier specified by the identifier specific procedure call recording, operations A conversation scenario specifying procedure for specifying a conversation scenario corresponding to the operation performed by the operator using the cooperation control information storage unit when the operator operates the operator terminal during a call, and the conversation scenario specifying It is characterized by causing a computer to execute a conversation scenario cooperation procedure for displaying a conversation scenario specified by a procedure on an operator terminal .

Further, the present invention is a computer-readable recording medium on which an operator support program for recording information on an operator terminal to record information on an operator terminal and recording an operator-customer call is displayed on a computer. Thus, when a recorded call is partially played back, an operator creates a conversation scenario created by assuming a call content identifier to be added to the call recording and a conversation with the customer in advance in order to easily specify the playback location. Corresponding to the operation performed by the operator when the operator performs an operation on the operator terminal during a call using the cooperation control information storage unit stored in correspondence with the operation performed on the operator terminal during the call An identifier specifying procedure for specifying a call content identifier, and a call content identification specified by the identifier specifying procedure And identifier adding procedure of adding the call record, when the operator performs an operation on the operator terminal during a call, identified using the cooperative control information storing unit of a conversation scenario corresponding to the operation made by the operator An operator support program for causing a computer to execute a conversation scenario specifying procedure and a conversation scenario cooperation procedure for displaying a conversation scenario specified by the conversation scenario specifying procedure on an operator terminal is recorded.

In addition, the present invention provides an operator support method for displaying information for supporting an operator who makes a call with a customer at a call center on an operator terminal and for recording the call between the operator and the customer. Corresponding to the operation that the operator performs on the operator terminal during a call, the call content identifier to be added to the call recording to facilitate the identification of the playback location and the conversation scenario created assuming the conversation with the customer in advance An identifier specifying step for specifying a call content identifier corresponding to the operation performed by the operator when the operator performs an operation on the operator terminal during a call using the stored cooperative control information storage unit; an identifier addition step of adding the call contents identifier specified by the identifier specifying step in call recording, the operator operator during a call A conversation scenario specifying step for specifying a conversation scenario corresponding to the operation performed by the operator using the cooperation control information storage unit when the operation is performed on the terminal, and the conversation scenario specified by the conversation scenario specifying step Is included in a conversation scenario cooperation step for displaying a message on an operator terminal .

According to this invention, when the recorded call is partially reproduced , the conversation content identifier added to the call recording and the conversation made in advance assuming the conversation with the customer in order to facilitate the specification of the reproduction part. The scenario is stored in correspondence with the operation performed on the operator terminal during the call by the operator, and the operation performed by the operator when the operator operates the operator terminal during the call using the stored information. The call content identifier corresponding to is specified, the specified call content identifier is added to the call recording, the conversation scenario corresponding to the operation performed by the operator is specified, and the specified conversation scenario is displayed on the operator terminal. It is possible to reduce the burden on the operator and improve the operational efficiency of the operator.

Hereinafter, with reference to the accompanying drawings, operator supporting device according to the present invention, operator assistance program and a recording medium, and explaining a preferred embodiment of the operator support method in detail.

Embodiment 1 FIG.
First, the concept of the operator support apparatus according to the first embodiment will be described. FIG. 1 is an explanatory diagram for explaining the concept of the operator support apparatus according to the first embodiment.

  The figure shows a screen displayed on the operator terminal during a call between the operator and the customer, and a call DB in which the call between the operator and the customer is recorded. The operator support device assumes a customer information screen 210 that displays customer personal information on an operator terminal, a business screen 220 that is used when the operator processes customer requirements, and a conversation with the customer in advance. A conversation scenario screen 230 is displayed for displaying the given conversation scenario.

  When the operator operates the customer information screen 210 during a call, the operator support apparatus automatically displays a conversation scenario related to the operation performed by the operator on the customer information screen 210 on the conversation scenario screen 230.

  For example, when the operator selects “Search” in order to display the customer information on the customer information screen 210 at the stage of starting a call with the customer, the operator support device uses the caller ID of the terminal used by the customer. If the customer can be identified based on the information, the identified customer information is displayed on the customer information screen 210. If the customer cannot be identified based on the calling ID, a screen for registering as a new customer is displayed. .

  At this time, when the customer support apparatus can identify the customer based on the calling ID on the conversation scenario screen 230, the operator support device automatically displays the customer confirmation scenario and cannot identify the customer based on the calling ID. In this case, the customer registration start scenario is automatically displayed ([1]). That is, the operator support apparatus automatically displays a related conversation scenario on the conversation scenario screen 230 in conjunction with an operation of selecting “search” on the customer information screen 210 of the operator.

  Further, the operator support device stores a “customer authentication” tag in the call DB in which a call between the customer and the operator is recorded in conjunction with an operation of selecting “search” on the customer information screen 210 of the operator ([2 ]). That is, the operator support device adds a related tag to a call being recorded in the call DB in conjunction with an operation of selecting “search” on the customer information screen 210 of the operator. Here, the tag is an identifier for identifying the content of the call. In this way, the operator support device creates a tagged call recording by automatically adding a related tag to the call recording in conjunction with the operation of the operator.

  As another example, when the operator selects “Matter Management” on the business screen 220, the operator support apparatus automatically displays the matter management scenario on the conversation scenario screen 230 ([3]). That is, the operator support apparatus automatically displays a related conversation scenario on the conversation scenario screen 230 in conjunction with an operation of selecting “Matter Management” on the operator's work screen 220.

  Further, the operator support device stores the “Matter Work” tag in the call DB in which the call between the customer and the operator is being recorded in conjunction with the operation of selecting “Matter Management” on the operator work screen 220 ([4 ]). That is, the operator support device adds a related tag to a call being recorded in the call DB in conjunction with an operation of selecting “Matter management” on the operator's work screen 220.

  Conversely, when the operator selects, for example, “status” on the conversation scenario screen 230, the operator support device automatically switches the operation screen 220 to a screen related to status, and moves the cursor to a position related to status. ([5]). In other words, the operator support device automatically switches the business screen 220 to a related screen and moves the cursor to a related position in conjunction with an operation of selecting a “status” on the conversation scenario screen 230 of the operator.

  Further, the operator support apparatus stores a “case status” tag in the call DB in which a call between the customer and the operator is being recorded in conjunction with an operation of selecting “status” on the operator conversation scenario screen 230 ([6 ]). That is, the operator support device adds a related tag to the call being recorded in the call DB in conjunction with the operation of selecting “status” on the conversation scenario screen 230 of the operator.

  As described above, the operator support apparatus according to the first embodiment automatically displays the conversation scenario related to the conversation scenario screen 230 in conjunction with the operation of the operator on the customer information screen 210 and the business screen 220. Therefore, the operator can obtain a related conversation scenario without operating the conversation scenario screen 230, and the operator's work efficiency can be improved.

  In addition, the operator support apparatus according to the first embodiment automatically adds a tag for identifying the content of the call in conjunction with the operation of the operator on the customer information screen 210, the business screen 220, and the conversation scenario screen 230 to the call being recorded. To add. Therefore, the operator can efficiently reproduce the call recording by post-processing, and can improve the operator's work efficiency.

  In addition, the operator support apparatus according to the first embodiment automatically switches the work screen 220 to the related screen in conjunction with the operator's conversation scenario selection on the conversation scenario screen 230 and moves the cursor to the related position. . Therefore, the operator can omit the screen switching operation and the cursor movement operation on the business screen 220, and the business efficiency of the operator can be improved.

  Next, the system configuration of the call center system according to the first embodiment will be described. FIG. 2 is a functional block diagram showing the system configuration of the call center system according to the first embodiment.

As shown in the figure, the call center system 40 includes a gatekeeper 100, n operator terminals 200 ₁ to 200 _n , an operator support device 300, and a cooperation device 400 connected to a LAN 500. The call center system 40 is connected to _m customer terminals 50 ₁ to 50 m via the Internet 60. Here, the customer terminals 50 ₁ to 50 _m have a telephone function for making a call using the Internet 60 such as an IP phone, and the customer calls the call center using the customer terminals 50 ₁ to 50 _m to call the operator. Can do.

The gatekeeper 100 is a device that accepts calls to the call center from the customer terminals 50 ₁ to 50 _m and allocates them to any of the operator terminals 200 ₁ to 200 _n . Further, the gatekeeper 100 instructs the allocated operator terminal and the customer terminal that has received the call to transmit the voice packet to be transmitted for a call to the operator support apparatus 300 as well.

  In other words, the customer terminal that has received the call transmits the voice of the customer who uses the terminal to the assigned operator terminal using the voice packet and also transmits it to the operator support apparatus 300. Further, the assigned operator terminal transmits the voice of the operator who uses the terminal to the customer terminal using the voice packet and also transmits it to the operator support apparatus 300.

  In this way, this gatekeeper 100 instructs the operator terminal that has been allocated and the customer terminal that has received the call to transmit the voice packet to be transmitted for a call to the operator support apparatus 300 as well. The device 300 can record customer and operator calls.

The operator terminals 200 ₁ to 200 _n are devices having a telephone function for an operator to talk to a customer. Since having both the operator terminal 200 ₁ to 200 DEG _n same configuration and function, which will hereinafter be described the operator terminal 200 ₁ as an example. Further, since the customer terminals 50 ₁ to 50 _m all have the same configuration and function, the customer terminal 50 ₁ will be described below as an example.

Operator terminal 200 ₁ includes an input device for inputting a business customer, the customer information screen 210, transaction screen 220, and the conversation script screen 230 and a display device operator supporting device 300 displays the information provided.

The operator, using the operator terminal 200 _1, with reference to the information provided by the operator supporting device 300 to call a customer, to enter the business customer. Information input by the operator is transmitted to the operator support apparatus 300 and stored in the database.

Operator supporting device 300 is configured to provide information to assist the operator in response to operator request from the operator terminal 200 _1, store business information and customer customer input from the operator terminal 200 ₁ to the database system It is.

The cooperation apparatus 400 is an apparatus that mediates an information provision request from the operator terminal 200 ₁ to the operator support apparatus 300 and information provided from the operator support apparatus 300 to the operator terminal 200 ₁ .

That is, the operator terminal 200 _1, to request the provision of information to the operator supporting device 300, transmits the direct information providing request to an operator assistance system 300 in cooperation apparatus 400 instead of sending. The operator assisting apparatus 300 transmits when providing information in response to the information providing request from the operator terminal 200 _1, the cooperation apparatus 400 instead of sending directly to the operator terminal 200 _1. Details of the processing of the cooperation device 400 will be described later.

  Next, the functional configuration of the operator support apparatus 300 will be described. The operator support apparatus 300 includes a customer information DB 301, a customer information providing unit 302, a business information DB 303, a business information providing unit 304, a conversation scenario DB 305, a scenario talk DB 306, a cooperation control information storage unit 307, a conversation The scenario information providing unit 308, the call IP address storage unit 309, the call DB 310, the call management unit 311, and the communication unit 312 are included.

  The customer information DB 301 is a database that stores customer personal information. Specifically, this customer information DB 301 stores information such as a customer ID for identifying a customer, a calling ID of a customer terminal used by the customer, a name, a date of birth, a gender, an address, a telephone number, a work place, and a business type. Remember every time.

Customer information providing unit 302 is a processing unit for providing personal information of the customer stored in response to a request from the operator terminal 200 ₁ in the customer information DB 301. Information provided by the customer information providing unit 302 is displayed on the operator terminal 200 ₁ customer information screen 210.

Moreover, the customer information providing unit 302, when providing customer information first, receives the IP address and IP address of the operator terminal of the customer terminal from the operator terminal 200 _1, and passes the call manager 311 together with the customer ID.

  The business information DB 303 is a database that stores information about customer requirements. Specifically, the business information DB 303 stores, for each customer, matters such as consultations, complaints, and orders that the customer has made with the call center. For each case, a case ID for identifying the case, a case name, a status, a time limit, a product, a person in charge, and the like are stored.

Business information providing unit 304 is a processing unit that provides information about the requirements of the customer stored in the business information DB303 in response to a request from the operator terminal 200 _1. Information provided by the business information providing unit 304 is displayed on the transaction screen 220 of the operator terminal 200 _1. Information entered by the operator from the work screen 220 is stored in the work information DB 303 by the work information providing unit 304.

  The conversation scenario DB 305 is a database that stores conversation scenarios created assuming a conversation with a customer in advance. Specifically, this conversation scenario DB 305 stores conversation scenarios such as customer confirmation, item management, order listening, complaint reception, and product consultation reception in a tree structure.

  The scenario talk DB 306 is a database that stores spoken words corresponding to the scenario at the end of the tree structure of the conversation scenario stored in the conversation scenario DB 305. For example, as a greeting conversation scenario, I remembered the speech such as “Thank you for waiting. I ’m in charge of ○○.” As a conversation scenario for the case management for inquiries, “I knew something after that. Memories such as "Well?"

  The link control information storage unit 307 displays related conversation scenarios on the conversation scenario screen 230 in conjunction with operations on the customer information screen 210 and business screen 220 of the operator, and information for adding related tags to the call recording. Is a storage unit that stores The linkage control information storage unit 307 is also used when the cursor screen is moved by switching the work screen 220 in conjunction with the designation of the conversation scenario on the operator's conversation scenario screen 230.

  FIG. 3 is a diagram illustrating an example of the cooperation control information storage unit 307. As shown in the figure, the cooperation control information storage unit 307 stores a conversation scenario, operation items, and tags in association with each operation of the operator.

  For example, the operation item “customer search” corresponds to the conversation scenario “customer confirmation” and the tag “customer authentication”. Further, the conversation scenario “status” and the tag “case status” correspond to an operation in which the operator inputs data to “status”, which is an item management item on the work screen 220.

  As described above, the cooperation control information storage unit 307 stores the conversation scenario, the operation item, and the tag in association with each other, thereby adding a tag corresponding to the operation of the operator to the call recording and the customer information screen 210. The business screen 220 and the conversation scenario screen 230 can be displayed in cooperation with each other.

Conversation scenario information providing unit 308 is a processing unit that provides information about the conversation scenario stored in the conversation scenario DB305 and scenario talk DB306 in response to a request from the operator terminal 200 _1. Information provided by the conversation scenario information providing unit 308 is displayed on the conversation scenario screen 230 of the operator terminal 200 _1.

  In addition, the conversation scenario information providing unit 308 receives information about the operation of the operator on the customer information screen 210 and the business screen 220 from the cooperation device 400. When the information about the operation of the operator is received from the cooperation apparatus 400, the conversation scenario corresponding to the operation of the operator is acquired using the cooperation control information storage unit 307, and the acquired conversation scenario information is sent to the cooperation apparatus 400.

Also, the conversation scenario information providing unit 308 acquires with the cooperative control information storing unit 307 a tag corresponding to the operation of the operator, together with the IP address of the operator terminal 200 ₁ in order to add the acquired tag call recording The call is passed to the call manager 311.

  Further, when providing information about a conversation scenario, the conversation scenario information providing unit 308 acquires an operation item corresponding to the conversation scenario using the cooperation control information storage unit 307, and links the acquired operation item information. Send to device 400.

  As described above, the conversation scenario information providing unit 308 uses the correspondence relationship between the conversation scenario, the operation item, and the tag stored in the cooperation control information storage unit 307 to perform operations on the customer information screen 210 and the business screen 220 of the operator. By sending the corresponding conversation scenario to the cooperation apparatus 400 and passing the tag to the call management unit 311, the operator support apparatus 300 automatically converts the conversation scenario in conjunction with the operations on the customer information screen 210 and the business screen 220 of the operator. Can be displayed and tags can be added to call recordings.

  Further, the conversation scenario information providing unit 308 sends operation items corresponding to the operator's conversation scenario specification to the cooperation device 400 using the correspondence relationship between the conversation scenario and the operation items stored in the cooperation control information storage unit 307. The operator support apparatus 300 can switch the work screen 220 in conjunction with the display of the conversation scenario and move the cursor.

  The call IP address storage unit 309 is a storage unit that stores information for identifying which customer's call the voice packet is based on the transmission source IP address included in the voice packet.

  FIG. 4 is a diagram showing an example of the call IP address storage unit 309. As shown in FIG. As shown in the figure, the call IP address storage unit 309 stores an operator terminal IP address, a customer terminal IP address, and a customer ID in association with each customer in a call.

  For example, the customer ID of the call made by the operator terminal whose IP address is “111.222.111.001” and the customer terminal whose IP address is “100.200.100.001” is “1234567” The customer ID of the call made by the operator terminal whose IP address is “111.222.111.002” and the customer terminal whose IP address is “200.100.200.002” is “7654321”.

  The call DB 310 is a database that stores call recordings of operators and customers. FIG. 5 is a diagram showing an example of a data structure of tagged call recording stored in the call DB 310. As shown in the figure, in this call recording, voice packets and tags of operators and customers are recorded in the order received by the call management unit 311.

The call management unit 311 is a processing unit that receives voice packets from the customer terminal 50 ₁ and the operator terminal 200 ₁ and stores them in the call DB 310. That is, the call manager 311 receives the IP address and the customer ID of the customer terminal 50 ₁ and the operator terminal 200 ₁ that initiated the call from the customer information providing unit 302, and registers the call IP address storage unit 309. Then, the call management unit 311 acquires the customer ID using the call IP address storage unit 309 from the transmission source IP address included in the voice packet received from the customer terminal 50 ₁ and the operator terminal 200 ₁ . Then, the voice packet is stored in the call DB 310 as the call with the acquired customer ID.

Further, the call manager 311 receives the IP address and the tag of the operator terminal 200 ₁ from the conversation scenario information providing unit 308 obtains the customer ID by using the call IP address storage unit 309 from the IP address of the operator terminal 200 ₁ Then, a tag is added to the call recording of the acquired customer ID.

  When the call manager 311 adds a tag to the call recording, the operator can easily find the part to be reproduced when reproducing the call with the customer in the post-processing, thereby improving the post-processing efficiency of the operator. be able to.

The communication unit 312 is a processing unit that communicates with the gatekeeper 100, the operator terminal 200 ₁ , and the cooperation device 400 via the LAN 500. The communication unit 312 communicates with the customer terminal 50 ₁ via the LAN 500 and the Internet 60.

Next, screen cooperation processing by the cooperation device 400 will be described. FIG. 6 is an explanatory diagram showing an example for explaining screen cooperation processing by the cooperation device 400. The figure shows the processing by the cooperation apparatus 400 when the operator operates the screen of the customer information screen 210, transaction screen 220 or conversation script screen 230 from the operator terminal 200 _1.

  When the operator operates the link source screen, the processing unit of the link source screen transmits a URL corresponding to the operation of the operator to the link device and makes a screen request (1). Then, the cooperation apparatus 400 extracts an argument required for cooperation from the received URL, and transmits a screen request to the cooperation source information providing unit that provides screen information of the operator support apparatus 300 (2).

  Here, an argument necessary for cooperation includes a customer ID. When the cooperation source screen is the screen of the customer information screen 210, the cooperation source information providing unit is the customer information providing unit 302, and when the cooperation source screen is the screen of the business screen 220, the cooperation source information providing unit. Is the business information providing unit 303. When the cooperation source screen is the screen of the conversation scenario screen 230, the cooperation source information providing unit is the conversation scenario information providing unit 308.

  When the cooperation device 400 receives the screen HTML response transmitted by the cooperation source information providing unit (3), the cooperation device 400 transfers the received screen HTML response to the processing unit of the cooperation source screen (4) and data necessary for the cooperation. Is taken out from the screen HTML response. Here, the cooperation data extracted from the screen HTML response includes operation items.

  Then, the cooperation apparatus 400 transmits the argument extracted from the URL and the cooperation data extracted from the screen HTML response to the cooperation destination information providing unit specified from the URL and the screen HTML response, and sends a screen request to be displayed on the cooperation destination screen. Perform (5). Then, upon receiving the screen HTML response transmitted from the cooperation destination information providing unit (6), the cooperation device 400 transfers the received screen HTML response to the processing unit of the cooperation destination screen (7).

  For example, when the cooperation source screen is the screen of the business screen 220 and the operator requests a “Matter business” screen on the business screen 220, the URL for storing the matter management information is sent to the cooperation device 400 as a screen request together with the customer ID. (1). Then, the cooperation apparatus 400 takes out the customer ID and transmits a screen request to the business information providing unit 304 of the operator support apparatus 300 (2).

  When the cooperation device 400 receives the screen HTML response transmitted from the business information providing unit 304 (3), the cooperation device 400 transfers the received screen HTML response to the business screen 220 (4), and the customer is data necessary for the cooperation. The ID and the operation item “Matter Work” are transmitted to the conversation scenario information providing unit 308, and a screen request to be displayed on the conversation scenario screen 230 is made (5). And the cooperation apparatus 400 will transfer the received information to the conversation scenario display screen 230, if the information regarding the conversation scenario "case management" which the conversation scenario information provision part 308 transmitted is received (6).

  Next, a processing procedure of the call center system 40 according to the first embodiment will be described. FIG. 7 is a flowchart showing a processing procedure of the call center system 40 according to the first embodiment.

As shown in the figure, the call center system 40, the gatekeeper 100 accepts the call from the customer (step S701), assigns the operator, i.e. an operator terminal 200 ₁ corresponding to the received call (step S702).

Then, the operator Select a "search" of the operator terminal 200 _1, while talking with the customer requests the customer information, the operator terminal 200 ₁ is required to provide customer information to the cooperation apparatus 400 (step S703). Then, the cooperation apparatus 400, the customer information providing unit 302 of the operator supporting device 300 requests the customer information, and transfers the customer information received from the customer information providing unit 302 to the operator terminal 200 ₁ customer screen 210.

Further, the cooperation apparatus 400 sends “customer search” to the conversation scenario information providing unit 308 of the operator support apparatus 300, and requests a conversation scenario corresponding to the operation item “customer search” (step S704). Then, along with the conversation scenario information providing unit 308 transmits the "customer authentication" conversation script cooperation apparatus 400, the call manager 311 passes the IP address of the operator terminal 200 ₁ and the "customer authentication" tag, the call management unit IP The customer ID is acquired from the address using the call IP address storage unit 309, and a “customer authentication” tag is added to the call recording of the acquired customer ID (step S705).

Moreover, cooperation apparatus 400, the task information providing unit 304 of the operator supporting device 300 requests information about the case list (step S706), the information about the case list received from the task information providing unit 304 of the operator terminal 200 ₁ Transfer to the business screen 220.

Then, the operator operates the transaction screen 220, the operator terminal 200 ₁ transmits the URL of the cooperation apparatus 400 corresponding to the operation of the operator (step S707), the cooperation apparatus 400 sends the URL to the task information providing unit 304. When receiving the screen information from the business information providing unit 304, and transfers the received screen information to the operator terminal 200 ₁ (step S 708).

Further, the cooperation apparatus 400 transmits an operation item corresponding to the operation of the operator's business screen 220 to the conversation scenario information providing unit 308 (step S709), and the conversation scenario information providing unit 308 cooperates with the conversation scenario corresponding to the operation item. providing to the operator terminal 200 ₁ through 400 (step S710).

Also, the conversation scenario information providing unit 308 passes the tag and the IP address of the operator terminal 200 ₁ corresponding to the operation item to the call manager 311, the call manager 311 using the call IP address storage unit 309 from the IP address the customer The ID is acquired, and a tag is added to the call recording of the acquired customer ID (step S711).

Then, while the operator is operating the operator terminal 200 ₁ to interact with the customer (step S712, negative), the process returns to step S707 to repeat the processing described above. On the other hand, the operator ends the dialogue with the customer, in case of performing the termination operation from the operator terminal 200 ₁ (step S712, Yes), the process ends.

  In the call center system 40, in parallel with the processing in steps S703 to S711, the call management unit 311 receives the voice packet of the call between the operator and the customer, and stores it as a call recording in the call DB 310 (step S713).

Further, here, the case has been described where the operator operates the transaction screen 220, if the operator specifies a conversation scenario in conversation scenario screen 230 displays a conversation scenario to the conversation scenario screen 230 of the operator terminal 200 ₁ At the same time, the corresponding business information is displayed on the business screen 220, and the corresponding tag is added to the call recording.

Thus, the call center system 40 by the operator when operating the transaction screen 220 of the operator terminal 200 _1, to automatically output a conversation script corresponding to the operation in the transaction screen 220 in the conversation script screen 230 The operator can obtain a necessary conversation script without operating the conversation script screen 230.

Further, the call center system 40, when the operator operates the transaction screen 220 of the operator terminal 200 _1, by automatically adding a tag corresponding to the operation in the transaction screen 220 to call recording, the operator, after You can easily find the part of the call you want to replay.

  Next, the processing procedure of the conversation scenario information providing unit 308 shown in FIG. 2 will be described. FIG. 8 is a flowchart showing a processing procedure of the conversation scenario information providing unit 308 shown in FIG.

  As shown in the figure, the conversation scenario information providing unit 308 is a case where the cooperation apparatus 400 requests the display of a conversation scenario in cooperation with another screen display, or the conversation displayed on the conversation scenario screen 230 by the operator. It is determined whether a scenario is designated (step S801).

  As a result, when the cooperation apparatus 400 requests display of a conversation scenario in cooperation with another screen display, the conversation scenario corresponding to the operation item received from the cooperation apparatus 400 is specified using the cooperation control information storage unit 307. (Step S802). On the other hand, when the operator designates a conversation scenario to be displayed on the conversation scenario screen 230, the conversation scenario is specified from the scenario designation position (step S803).

Then, identify the tag and the operation item corresponding to the specified conversation scenario using the cooperative control information storage unit 307 (step S804), together with the IP address of the operator terminal 200 ₁ in order to add to the call record a particular tag call The data is transferred to the management unit 311 (step S805). Further, the scenario talk is searched from the scenario talk DB 306 (step S806), and the conversation scenario, scenario talk, and operation items are transmitted to the cooperation apparatus 400 (step S807).

  As described above, when the conversation scenario information providing unit 308 uses the cooperation control information storage unit 307 to identify the tag and the conversation scenario corresponding to the operation of the operator, the operator support apparatus 300 adds a tag to the call recording. At the same time, the conversation scenario corresponding to the operation of the operator can be automatically displayed.

  Next, processing procedures of voice packet reception processing and tag reception processing by the call management unit 311 shown in FIG. 2 will be described. FIG. 9 is a flowchart showing a processing procedure of voice packet reception processing by the call management unit 311 shown in FIG.

  As shown in the figure, when the call management unit 311 receives a voice packet via the communication unit 312 (step S901), it extracts the IP address of the transmission source from the received voice packet (step S902).

  Then, a customer ID corresponding to the extracted IP address is specified using the call IP address storage unit 309 (step S903), and a voice packet is stored in the call DB 310 as a call recording of the specified customer ID (step S904).

  FIG. 10 is a flowchart showing a processing procedure of tag reception processing by the call management unit 311 shown in FIG. As shown in the figure, when the call management unit 311 receives a tag and an IP address via the communication unit 312 (step S1001), the call ID storage unit 309 uses the customer ID corresponding to the received IP address. (Step S1002). Then, it is stored in the call DB 310 as a tag added to the call recording of the identified customer ID (step S1003).

  In this way, the call management unit 311 receives voice packets and tags, and stores the voice packets and tags in the call DB 310 as call recordings in the order received, thereby creating a tagged call recording.

  Next, an example of tag addition to call recording stored in the call DB 310 will be described. FIG. 11 is an explanatory diagram for explaining an example of tag addition to call recording stored in the call DB 310. Here, a description will be given of a case where the customer DB 301 already has information about a customer who has called the call center.

As shown in the figure, when a call from a customer is assigned to an operator ([1]), the customer the operator, based on the caller ID to display customer information to the operator terminal 200 ₁ customer information screen 210 The ID is searched and set in the customer information providing unit 302 ([2]). At this time, the operator support apparatus 300 adds a tag “customer authentication” corresponding to the operation item “customer search” stored in the cooperation control information storage unit 307 to the call recording being recorded in the call DB 310.

  Then, a list of cases for the customer is displayed on the business screen 220 ([3]), and the tag “case registration” corresponding to the operation item “case business” stored in the cooperation control information storage unit 307 is being recorded in the call DB 310. Is added to the call recording ([4]). When the operator selects a case ([5]) and selects “status” on the work screen 220, the operator support apparatus 300 selects a tag corresponding to the operation item “status” stored in the cooperation control information storage unit 307. The “project status” is added to the call recording being recorded in the call DB 310 ([6]).

  Next, an example of a conversation scenario displayed in response to an operator's operation will be described. FIG. 12 is an explanatory diagram for explaining an example of a conversation scenario displayed corresponding to the operation of the operator. In this case as well, a description will be given of a case where the customer DB 301 already has information about the customer who has called the call center.

As shown in the figure, when a call from a customer is assigned to an operator ([1]), the customer the operator, based on the caller ID to display customer information to the operator terminal 200 ₁ customer information screen 210 The ID is searched and set in the customer information providing unit 302 ([2]). At this time, the operator support apparatus 300 displays the conversation scenario “customer confirmation” corresponding to the operation item “customer search” stored in the cooperation control information storage unit 307 on the conversation scenario screen 230.

  Then, a list of cases for the customer is displayed on the business screen 220 ([3]), and the conversation scenario “case management” corresponding to the operation item “case business” stored in the cooperation control information storage unit 307 is displayed. ([4]). When the operator selects a case ([5]) and selects “status” on the job screen 220, the operator support apparatus 300 has a conversation corresponding to the operation item “status” stored in the cooperation control information storage unit 307. The scenario “status” is displayed on the conversation scenario screen 230.

  Next, an example of the business screen 220 displayed in response to the operator's conversation scenario display designation will be described. FIG. 13 is an explanatory diagram for explaining an example of the business screen 220 displayed in response to the display designation of the conversation scenario of the operator.

  As shown in the figure, when the operator designates “case management” on the conversation scenario screen 230 ([1]), the operator support apparatus 300 stores the conversation scenario “case management” stored in the cooperation control information storage unit 307. A screen for the corresponding operation item “Item business” is displayed on the business screen 220 ([2]).

  When the operator designates “status” on the conversation scenario screen 230 ([3]), the operator support apparatus 300 operates the operation item “status” corresponding to the conversation scenario “status” stored in the cooperation control information storage unit 307. The cursor is automatically moved to the position of the status item on the screen displayed on the business screen 220 ([4]).

  As described above, in the first embodiment, the cooperation control information storage unit 307 of the operator support apparatus 300 stores the conversation scenario and the tag in association with each other, and the conversation scenario information providing unit 308 performs the operation on the conversation scenario screen 230. When displaying a conversation scenario, the tag corresponding to the conversation scenario is identified using the correspondence information stored in the cooperation control information storage unit 307, and the identified tag is passed to the call management unit 311 together with the IP address of the operator terminal. Since the call management unit 311 adds a tag to the call recording of the customer ID corresponding to the received IP address, the operator can efficiently reproduce the call recording using the added tag.

  In the first embodiment, the cooperation control information storage unit 307 of the operator support apparatus 300 stores the operation items of the operator in correspondence with the conversation scenario, and the conversation scenario information providing unit 308 stores the conversation scenario corresponding to the operation item. Is specified using the cooperation control information storage unit 307, and the specified conversation scenario is displayed on the conversation scenario screen 230. Therefore, a conversation scenario corresponding to an operation performed by the operator on the customer information screen 210 or the business screen 220 is displayed. It is automatically displayed on the conversation scenario screen 230, and the burden on the operator to operate the conversation scenario screen 230 while operating the customer information screen 210 and the business screen 220 can be reduced.

  Further, in the first embodiment, the cooperation control information storage unit 307 of the operator support apparatus 300 stores the operation items of the operator in correspondence with the conversation scenario, and the conversation scenario information providing unit 308 operates from the conversation scenario. Is specified using the cooperation control information storage unit 307, and the specified operation item is transmitted to the cooperation apparatus 400. Therefore, the operator can obtain a business screen corresponding to the conversation scenario by designating the conversation scenario. It is possible to reduce the burden of operating the business screen 220 while the operator operates the conversation scenario screen 230.

  In the first embodiment, the case where the operator support apparatus 300 and the cooperation apparatus 400 are separate apparatuses has been described. However, the present invention is not limited to this, and the operator apparatus 300 and the cooperation apparatus 400 are combined. The same can be applied to the case of a single device.

  In the first embodiment, the case where the customer information providing unit 302, the business information providing unit 304, the conversation scenario information providing unit 308, and the call management unit 311 operate on the operator support device 300 has been described. However, the present invention is not limited to this, and the present invention can be similarly applied to a case where it is divided into a plurality of devices and operated together with a database and a storage unit using these processing units.

  In the first embodiment, the case where screen cooperation is performed using the cooperation device 400 has been described. However, the present invention is not limited to this, and the customer information provision unit 302, the business information provision unit 304, and the conversation The same applies when the scenario information providing unit 308 directly performs screen cooperation. However, the functions provided by the customer information providing unit 302, the business information providing unit 304, and the conversation scenario information providing unit 308 are often constructed as independent systems. The call center system according to the present invention can be realized without greatly modifying the system.

  In the first embodiment, the conversation scenario information providing unit 308 displays the conversation scenario corresponding to the operation of the operator and passes the tag to the call management unit 311. However, the present invention is limited to this. The present invention can also be applied to a case where a function unit that passes a tag corresponding to an operator's operation to the call management unit 311 is separated from the conversation scenario information providing unit 308.

  In the first embodiment, the case where a device having a telephone function for making a call using the Internet, such as an IP telephone, is used as a customer terminal. However, the present invention is not limited to this, and a line is used. When a customer uses a telephone that uses switching, the same can be applied by providing a converter that converts line switching to packet communication in the call center.

  In the first embodiment, the operator support apparatus has been described. However, an operator support program having the same function can be obtained by realizing the configuration of the operator support apparatus with software. Therefore, a computer system that executes this operator support program will be described.

  FIG. 14 is a diagram showing a computer system that executes an operator support program according to the first embodiment. As shown in the figure, the computer system 600 includes a main body 601, a display 602 that displays information on a display screen 602 a according to instructions from the main body 601, and various information input to the computer system 600. A keyboard 603, a mouse 604 for designating an arbitrary position on the display screen 602a of the display 602, a LAN interface connected to the LAN 500 or a wide area network (WAN), and a modem 605 connected to the dynamic communication network 607 are included. Here, the LAN 500 connects the computer system 600 to another computer system (PC) 611, a server 612, a printer 613, and the like.

  FIG. 15 is a functional block diagram showing the configuration of the main body 601 shown in FIG. As shown in the figure, the main body 601 includes a CPU 621, a RAM 622, a ROM 623, a hard disk drive (HDD) 624, a CD-ROM drive 625, an FD drive 626, an I / O interface 627, and a LAN. Interface 628.

  The operator support program executed in the computer system 600 is stored in a portable storage medium such as a floppy disk (FD) 608, a CD-ROM 609, a DVD disk, a magneto-optical disk, an IC card, and the like. It is read and installed in the computer system 600.

  Alternatively, this operator support program is stored in the database of the server 612 connected via the LAN interface 628, the database of another computer system (PC) 611, and the like, read from these databases, and installed in the computer system 600. Is done.

  The installed operator support program is stored in the HDD 624 and executed by the CPU 621 using the RAM 622, the ROM 623, and the like.

Embodiment 2. FIG.
By the way, in the first embodiment, the description has been made mainly on the processing of the call center system related to the dialogue between the customer and the operator. However, the call center system needs to perform processing related to other than the dialogue between the customer and the operator. Therefore, in the second embodiment, a wider range of processing of the call center system including processing related to other than the dialogue between the customer and the operator will be described.

  First, the system configuration and operation of the call center system according to the second embodiment will be sequentially described in detail with reference to FIGS.

  FIG. 16 is a functional block diagram showing the system configuration of the call center system according to the second embodiment.

  In FIG. 16, a terminal 1 is a terminal (with a telephone) through which a customer connects to a center (call center) 2 via a network and receives service of products by talking with the center 2.

  The center 2 is a center that connects to the customer's terminal 1 via a network and talks with the customer to provide product services. Here, the center 2 is an Internet service (Web server) 21, telephone control means 22, control It comprises means 23, business program 27, voice response means 28, log control means 30, log file 31, log reproduction means 32, conversation scenario 33, and the like.

  When the Internet service (Web server) 21 is connected from the customer's terminal 1 via the network, it downloads and displays a screen for selecting a business to the terminal 1 and selects the business from the displayed screen to the customer. And so on.

  The telephone control means 22 is connected to the customer's terminal 1 via the network, and is used for the center 2 to talk with the customer by voice (for example, control for talking with the customer by VoIP phone). is there).

  The control means 23 is connected to the customer's terminal 1 and records or reproduces the conversation with the customer in the log file 31 as a log. The screen control means 24, the screen operation means 25, the voice operation It comprises means 26 and the like.

  The screen control means 24 controls the screen configuration of the operator terminal 4 or the like.

  When the operator operates the screen of the operator terminal 4 (inputs to an input field on the business screen displayed by the screen control unit 24 or operations to press a button), the screen operation unit 25 logs the operated log. It is acquired and recorded in the log file 31.

  The voice operation means 26 exchanges voice with the telephone of the customer's terminal 1 via the telephone control means 22 (refers to a conversation scenario 33 for a question from the customer, presents an answer to the operator, (A tag is attached and recorded in the log file via the log control means 30) (to be described later with reference to FIGS. 17 to 23).

  The business program 27 is for displaying information necessary for an operator to trade a product or provide a service on the screen of the operator terminal 4 or to input information necessary for the operator.

  The voice response means 28 exchanges information with the customer's terminal 1 by voice (for example, a voice is used to answer a question based on the voice of the customer).

  The log control means 30 performs control such as storing the conversation information when talking with the customer in the log file 31 as a log associated with the input / output information and reading the log from the log file 31. .

  The log file 31 records the contents of conversation between the customer and the center 2 as a log (see FIG. 23).

  The log reproduction means 32 reproduces a log and reproduces the conversation and input / output information in association with each other.

  In the conversation scenario 33, answers are registered in association with questions.

  In response to the question from the customer, the operator terminal 4 assembles and displays the answer information through the voice response means 28 based on the conversation scenario information, and makes various responses such as sending the answer by voice or text. Is.

  Next, the operation of the configuration shown in FIG. 16 will be described in detail in the order shown in FIGS. Here, the upper customers in FIGS. 17 to 19 are customers who operate the terminal 1 in FIG. 16 and have a conversation with the center 2 through the network. The Web server is the Internet service (Web server) 21 shown in FIG. The web application is the control means 23 in FIG. The IP telephone GW is the telephone control means 22 shown in FIG. The automatic voice response is the voice response means 28 of FIG. Container information is obtained by storing collected information in a container. The log is recorded in the log file 31 of FIG.

  FIGS. 17 to 19 are flowcharts for explaining the operation of the call center system according to the second embodiment.

In FIG. 17, in S1, the customer operates the terminal 1 to access the homepage (here, URL ₁ ).

In S2, the Web application collects data. Here, the URL ₁ accessed by the customer in S1, the IP address of the customer, etc. are collected.

In S3, the data collected by the Web application in S2 is generated as container ₁ (container information).

In S4, the log control means 30 records the container ₁ generated in S3 as the log _{1 in the} log file 31. Here, the following information shown in the figure is recorded in the log file 31 as the log ₁ .
IP address (customer terminal 1 IP address):
・ Time (access time):
・ URL ₁ (URL of homepage):
Terminal capability ₁ (customer's terminal 1 capability, such as the number of pixels of the terminal 1 screen, LAN connection, etc.):
・ Other:

In S5, the terminal 1 downloads the URL ₁ page.

  In S6, the terminal 1 displays the product search screen downloaded in S5 on the display device. For example, the terminal 1 displays a product search screen in the upper part of the screen of FIG.

  In S7, the terminal 1 starts a communication applet.

  In S8, the terminal 1 displays an inquiry screen upon activation of S7.

  In S9, the customer inputs the inquiry content.

  In S10, the customer requests a call. In S7 to S10, for example, as shown in the lower part of the screen of FIG. 21 to be described later, in order to make an inquiry, the customer inputs a telephone number, an e-mail address, inquiry contents, etc., presses the inquiry button, and makes a call request. To do.

  In S11, the Web application receives the request transmitted in S10 via the Web server.

In S12, the log control means 30 records the following information such as the information received in S11 in the log file 31 as the log ₂ .
・ Customer ID:
IP address (customer terminal 1):
・ Time (received time):
・ Inquiry input:
·phone number:
·e-mail address:
-Terminal capability ₂ (number of screen pixels of customer terminal 1, LAN connection, etc.):
・ Other:

Through the above S1 to S12, processing corresponding to a series of Web accesses is executed, and log ₁ to log ₂ are recorded in the log file 31, respectively.

In S13, the web application notifies the container ₁ of the automatic voice response and notifies the log control means 30 as the log ₃ .

In S14, the container ₁ notified in S13 is recorded in the log file 31 by the log control means 30 as the log ₃ .

In S15, the container ₁ to which the automatic voice response is notified in S13 is recognized as inheritance ₁ . Through these S13 to S15, the automatic voice response for the previous container ₁ is recognized as inheritance ₁ , and the log control means 30 records it in the log file 31 in association with the current time (time stamp).

In S16, in response to the reception of S11, the Web application starts up the IP phone GW as distribution ₁ in order to start up the IP phone requested at the time of reception.

In S17, in response to the activation of S16, the IP telephone GW activates the service based on the automatic voice response that has been taken over in the inheritance ₁ of S15.

In S18, the log control means 30 records the information at the time of S16 and S17 (here, customer ID, time, service ₁ ) as the log ₄ in the log file 31.

  In S19, the voice automatic response requests connection by VoIP.

  In S20, the customer's terminal 1 and the voice automatic response are connected by voice over VoIP.

In S21, the log control means 30 records the information at the time of S19 and S20 (here, customer ID, time, service ₁ ) as the log ₅ in the log file 31.

In S22, S23, and S24, the IP telephone GW starts conversation with the customer and starts recording the conversation, and the log control means 30 records it in the log file 31 as log ₆ (customer ID, voice slots ₀ to _n ).

In S25, S26, and S27, in response to the question from the customer, the voice automatic response refers to the conversation scenario 33 to search whether the answer to the question is registered, and the log control means 30 logs ₇ (customer ID). , Time, scenarios _1-0 to _n , questions _1-0 to _n ) are recorded in the log file 31.

In S28, it is determined whether or not an automatic voice response is answered because the answer is not registered in the conversation scenario 33. In the case of YES, the answer to the customer's question is not registered in the conversation scenario 33 in S41, and it has been found that automatic voice response is not possible, so the process proceeds to distribution ₂ (answer by the operator). At this time, the web application generates container ₂ (service ₂ that could not be sent in response in S25), and the log control means 30 logs _7-1 (customer ID, time, service) in S27-1. ₂ ) is recorded in the log file 31. On the other hand, in the case of NO, since the answer to the customer's question is registered in the conversation scenario 33, the voice automatic response sends the answer to the customer in S29. And a customer receives the reply transmitted by S30, returns to S26, and repeats. In S31, the Web application generates container ₂ (service ₂ sent in response in S29), and in S32, the log control means 30 logs the log file ₈ (customer ID, time, service ₂ , answers _1-0 to _n ) as log files. 31.

The processing corresponding to a series of automatic voice responses is executed through S13 to S32 and S41, and logs ₃ to ₈ are recorded in the log file 31, respectively.

In FIG. 18, in step S42, the IP phone GW puts the IP phone on hold corresponding to the allocation ₂ in step S41 in FIG. As a result, a hold sound is uttered from the IP telephone of the customer's terminal 1 in S43, and the information at this time is recorded in the log file 31 as log ₉ (customer ID, time, hold ₁ ) in S44.

In S45 and S46, the IP phone GW calls and connects to the operator ₁ by VoIP.

In S47, S48, and S49, the web application reads the container ₂ (information recorded in the log file 31 as the log ₈ in S31 of FIG. 17 described above) and recognizes (presents) it as inheritance ₂ to the operator ₁ , and logs The control unit 30 records the log ₁₀ in the log file 31.

In S50 and S51, the IP telephone GW switches the log, and the log control means 30 starts the log _{6 in} S24 of FIG. 17 described above, ends the log _{6, and} ends the recording of the voice slot.

In S52, S53, and S54, the IP phone GW sets the hold release ₁ and stops the hold sound to the customer's terminal 1, and the log control means 30 stores the log ₁₁ (customer ID, time, hold release ₁ ) in the log file 31. Record.

Through the above S42 to S54, a series of call transfer processing (call transfer from the voice automatic response to the operator ₁ ) is executed, and the container ₂ inherits the answer impossible requirement by the voice automatic response to the operator ₁ . Further, the log ₉ to the log ₁₁ are recorded in the log file 31, respectively.

In S55, S56, and S57, in response to the cancellation of the hold in S52, the operator ₁ and the customer start a conversation, the web application starts recording, and the log control means 30 logs ₁₂ (customer ID, Recording of the audio slots ₀ to _n ) is started in the log file 31.

S58, S59, S60, the customer has a question to the operator _1, as well as determine whether Call Answer operator ₁ by referring to the knowledge and unillustrated database, log control means 30 log ₁₃ (customer ID, time, scenario ID, questions _2-0 to _n ) are recorded in the log file 31.

In S61, it is determined whether the operator ₁ cannot answer. In the case of YES, since it has been found that it is impossible to answer the customer's question, it is determined as distribution ₃ in S71 and the call is transferred to another operator ₂ who has knowledge after S72 in FIG. The web application generates information at this time as the container ₃ , and the log control unit 30 records the log _13-1 (customer ID, time, service ₃ ) in the log file 31. On the other hand, in the case of NO, since it has been found that the customer's question can be answered, the process proceeds to S62.

In S62, S63, and S64, it is determined that the answer is possible in S61, so the operator ₁ sends the answer (service ₃ ) to the customer and receives it, and the Web application generates the information at this time as the container ₃ Then, the log control means 30 records the log ₁₄ (customer ID, time, service ₃ , answers _2-0 to _n ) in the log file 31. Then, S58 and subsequent steps are repeated.

Through the above S55 to S64 and S71, a series of processing by the operator ₁ (the operator ₁ answers the customer's question) is executed, and the logs ₁₂ to ₁₄ are recorded in the log file 31, respectively.

In FIG. 19, in step S72, the IP phone GW puts the IP phone on hold corresponding to the distribution ₃ in step S71 in FIG. As a result, a hold sound is uttered from the IP telephone of the customer terminal 1 in S73, and the information at this time is recorded in the log file 31 as log ₁₅ (customer ID, time, hold ₂ ) in S74.

In S75 and S76, the IP phone GW calls the operator ₂ and establishes connection by VoIP.

In S77, S78, and S79, the Web application reads the container ₃ (information recorded in the log file 31 as the log _13-1 in S63 of FIG. 18 described above) and recognizes (presents) it as the inheritance ₃ to the operator _2. The log control means 30 records the log ₁₆ in the log file 31.

In S80 and S81, the IP telephone GW switches the log, and the log control means 30 ends the log ₁₂ from the log ₁₂ started in S57 of FIG. 18 described above, and the recording of the voice slot is ended.

S82, S83, S84, IP phone GW sets hold release ₂ and stops the hold sound to customer's terminal 1 and log control means 30 logs ₁₇ (customer ID, time, hold release ₂ , terminal capability) 31.

A series of call transfer processing (call transfer from operator ₁ to operator ₂ ) is executed through S72 to S84 described above, and log ₁₅ to log ₁₇ are recorded in log file 31, respectively.

In S85, S86, and S87, in response to the release of hold ₂ in S82, the operator ₂ and the customer start a conversation, the Web application starts recording, and the log control means 30 logs ₁₈ (customer ID). , Voice slots ₀ to _n ) are started to be recorded in the log file 31.

S88, S89, S90, the customer has a question to the operator _2, the operator ₂ refers to determine Answer Call to knowledge and unillustrated database, log control means 30 log ₁₉ (customer ID, time, scenario ID, questions _3-0 to _n ) are recorded in the log file 31.

In S91, it is determined whether the operator ₂ has finished answering. In the case of YES, since it is found that the answer to the customer's question has been completed, the process ends in S101, and S102 to S107 are executed. On the other hand, in the case of NO, since it has been found that the answer to the customer's question has not been completed, the process proceeds to S92.

In S92, S93, S94, and S95, it is found that the answer has not ended in S91, so that the operator ₂ sends the answer (service ₄ ) to the customer and receives it, and the log control means 30 logs ₂₀ (Customer ID, time, answers _3-0 to _n ) are recorded in the log file 31. Then, S89 and subsequent steps are repeated.

In S102, S103, and S104, since the answer by the operator ₂ is completed in S101, the operator ₂ and the customer end the conversation, the web application ends the recording, and the log control means 30 ends the log ₁₆ ( (Customer ID, call time) is recorded in the log file 31.

In S105, S106, and S107, in response to the end of the conversation / recording in S102, the IP telephone GW disconnects the IP telephone, and the log control means 30 stores the log ₂₁ (customer ID, time, conversation end) in the log file 31. To record.

Of the above, a series of processing by the operator ₂ (the operator ₂ answers the customer's question) was executed by S85 to S95 and S101 to S104, and the log ₁₈ to the log ₂₀ were recorded in the log file 31, respectively. It becomes.

FIG. 20 is a flowchart for explaining the details of the operation related to the operator ₁ of the call center system according to the second embodiment.

In FIG. 20, from S111 to S113, the operator ₁ and the customer start a conversation, the Web scenario starts recording, and the log control means 30 starts log ₁₁ (customer ID, start time, Recorded in the log file 31 as audio slots ₀ to _n ).

S114 to S118 read container ₂ (contents recorded in log file 31 as log ₈ in S31 of FIG. 17 described above (customer ID, time, service ₂ , answers _1-0 to _n )), and the Web scenario is Analyzing the contents of the container ₂ , for example, except that the response by the automatic voice response to the customer's question is OK (the customer was satisfied with the response), the answer to the question is NG (the customer was not satisfied) The corresponding conversation scenario ₁ (for example, “Please ask the customer about XX”) is extracted with reference to the conversation scenario that is not shown, and the operation ₁ corresponding to the question is started in conjunction with the log control means 30. (Customer ID, time, question ₂ that could not be answered, conversation scenario 1 for questioning the customer, task ₁ ).

In S119, the Web scenario is inherited ₂ and the operator ₁ is transferred and presented to the operator ₁ with information that could not be sufficiently answered in the question from the customer by an automatic voice response.

Through the above-described S111 to S119, it is possible to transfer the call (that is, the log of S118) that cannot be answered to the customer's question by the voice automatic response, and to present it to the operator ₁ (call data transfer).

From S121 S124, the operator ₁ presented inheritance ₂ of S119 is by setting a scenario tag ₁ to the position of such important questions in a conversation scenario is the presentation, the positions of the scenario tag ₁ Web scenario is set Take out the contents (for example, the important part of the customer's question (for example, “PC”)) and select the detailed scenario that constitutes the PC from the conversation scenario ₂ (for example, “PC”). The information “CPU, memory, etc.” is extracted as a conversation scenario ₂ ) and a conversation scenario ₂ for asking a customer a question is displayed. The log control means 30 displays a log file 31 as a log (customer ID, time, scenario tag ₁ , conversation scenario ₂ ). To record.

When an important part in the customer's question that was not solved by the scenario operation, that is, the automatic voice response provided by the operator ₁ in S111 to S124, the Web scenario needs to further ask the customer about the important part. Detailed information can be extracted and presented as a conversation scenario ₂ and recorded by the log control unit 30 as a log.

In S125 to S130, an input field is displayed in the lower part of the conversation scenario ₂ displayed in S124. Here, an item ₁ (for example, the name of a new software) that becomes a problem of a customer question that has not been solved so far. ) Is keyed by the operator ₁ , the web scenario analyzes the input item ₁ , displays the conversation scenario ₃ from the conversation scenario ₃ not shown in the figure, and displays the conversation scenario ₃ that asks the customer a question. The means 30 records it in the log file 31 as a log (customer ID, time, item ₁ , conversation scenario ₃ ).

When data item is inputted through the above S125 to S130, that is, when the item ₁ for asking the customer is further input in the scenario ₂ in which the operator ₁ is presented, the detailed information that the Web scenario needs to ask the customer about the item ₁ is set as the conversation scenario _3. The log control means 30 can take out and present it as a log.

From S132 to S136, the operator ₁ inputs (input ₃ ) more detailed information necessary for the customer displayed in the conversation scenario ₃ displayed in S130, and the Web scenario analyzes this. The corresponding conversation scenario ₄ is extracted from the conversation scenarios not shown and displayed, and the log control means 30 records the log (customer ID, time, business tag, conversation scenario ₄ ) in the log file 31.

When the business activation is performed in S132 to S136 described above, that is, when the business ₃ tag for inquiring in more detail in the scenario ₃ presented by the operator ₁ is input, the Web scenario is the conversation scenario _{4 for the} detailed information that the customer needs to ask about the business ₁ And the log control means 30 can record it as a log.

S137, S138, the operator ₁ refers to the scenario _4, the lower part of that part of the conversation scenario _4, note the then (a conversation with the customer some information needs to keep an important recording) and inputs, log control means 30 records the log (customer ID, time, memo tag) in the log file 31 (memo tag operation).

In S139, when the operator ₁ refers to the scenario ₄ and is talking to the customer and there is no time to input it as a memo, pressing the ENTER key or the like is an important part of the conversation. When it is recorded, the log control means 30 records it in the log file 31 as a log (customer ID, time, empty tag ₁ ) (empty tag operation).

In S141 to S147, the operator ₁ selects or inputs (input ₄ ) all items confirmed in the conversation with the customer so far, and the Web scenario analyzes the input ₄ to create and display the conversation scenario _5. The log control means 30 records the log (customer ID, time, conversation scenario ₅ , approval request) in the log file 31 on the customer confirmation screen ₁ .

In S148 to S153, when the customer inputs approval (approval input ₁ ), the Web scenario generates and displays the conversation scenario _6, and analyzes it, and the log control means 30 logs (customer ID, time, conversation scenario ₆ , approval). Is recorded in the log file 31 (input confirmation).

  FIG. 21 is a diagram showing an example of a screen displayed on the customer terminal 1 according to the second embodiment. The upper part of the illustrated screen is an example of the product search screen in S6 of FIG. 17 described above, and here is a screen having an input field for selecting a product to be purchased.

  The lower part of the screen shown in the figure is an example of the inquiry screen in S8 of FIG. 17 described above. Here, the screen has an input field for inputting the customer's telephone number, e-mail address, and inquiry content.

  On the above screen, the customer can input his / her customer information and can select and input information on the product to be queried.

  FIG. 22 is a diagram showing an example of a screen displayed on the operator terminal 4 according to the second embodiment.

  In FIG. 22, the upper part of the screen is a part for displaying customer information. Here, the customer information of the customer “Kenji Yamaguchi” is displayed.

The middle and lower sections on the right side of the screen are the parts that display the conversation scenario. Here, the current situation is under investigation by the developer. It is.

The middle and bottom of the left side of the screen are the parts that display the case information for the customer. Here,
-Project ID:
·Project Title:
·status:
・ Customer period:
·Product name:
-Comment: The screen stopped working after changing the modem settings.
・ Person in charge:
・ Investigation status: Under investigation at the developer ・ FAQ: List of results ・ Search results:
・ Others are displayed.

  As described above, the call center system according to the second embodiment displays the customer information, the conversation scenario, and the case information in association with each other and according to the flowcharts of FIGS. 17 to 20 described above, Thus, various services and the like can be efficiently provided to the customer by automatic voice response and operator response.

FIG. 23 is a diagram showing an example of a log according to the second embodiment. The illustrated log is recorded in the log file 31, and here,
・ Log ID:
-Date hour minute second:
・ Customer information:
・ IP address:
·phone number:
·e-mail address:
・ UPL page:
-Terminal capability (number of screen pixels, I / O type, LAN connection, etc.):
・ Responder information (operator corresponding to the customer):
IP address (IP address of the terminal used):
·phone number:
・ Task ID:
・ Terminal capabilities (such as voice):
・ Meeting group:
·Inquiry:
・ Service ID:
・ Scenario ID:
・ Container information:
・ Start stream (start voice conversation)
-End of stream (end of voice conversation):
・ Number of slots (number of voice conversation slots):
・ Other:
Is recorded.

The call center system according to the second embodiment records and refers to the above information in the log file 31 and records a log of each state at the time of automatic voice response to the customer, voice response by the operator ₁ and operator ₂ , etc. This makes it possible for other operators to appropriately reply to the customer by referring to the log during subsequent voice responses.

  As described above, according to the second embodiment, the conversation between the customer and the center 2 is recorded in the log file 31 as a log at predetermined intervals, and at that time, the conversation, customer information, and the input / output information are recorded. Is recorded in correspondence with each other, and the target log is searched as necessary and the corresponding information is presented. Therefore, the center 2 responds to the customer's question appropriately with automatic voice response and response by the operator. In addition, it is possible to reproduce customer questions and appropriately deal with them, and it is possible to extract only the target log and perform customer trend analysis.

As described above, according to the present invention, a call content identifier to be added to a call recording and a conversation with a customer are assumed in advance in order to easily specify the playback location when the recorded call is partially played back. When the operator performs an operation on the operator terminal during a call using the stored information, the conversation scenario created by the operator is stored in correspondence with the operation performed on the operator terminal during the call by the operator. The call content identifier corresponding to the operation performed by the operator is identified, the identified call content identifier is added to the call recording, the conversation scenario corresponding to the operation performed by the operator is identified, and the identified conversation scenario is stored in the operator terminal. Since the display is made, it is possible to reduce the burden on the operator and improve the operator's work efficiency.

As described above, the operator support apparatus according to the present invention, operators support program and a recording medium, and operator-assisted method, suitable for a call center system to assist operators to provide services to customers while talking with customers in call center Yes.

FIG. 1 is an explanatory diagram for explaining the concept of the operator support apparatus according to the first embodiment. FIG. 2 is a functional block diagram showing the system configuration of the call center system according to the first embodiment. FIG. 3 is a diagram illustrating an example of a cooperation control information storage unit. FIG. 4 is a diagram illustrating an example of a call IP address storage unit. FIG. 5 is a diagram showing an example of a data structure of tagged call recording stored in the call DB. FIG. 6 is an explanatory diagram showing an example for explaining screen cooperation processing by the cooperation device. FIG. 7 is a flowchart showing a processing procedure of the call center system according to the first embodiment. FIG. 8 is a flowchart showing a processing procedure of the conversation scenario information providing unit shown in FIG. FIG. 9 is a flowchart showing a processing procedure of voice packet reception processing by the call management unit shown in FIG. FIG. 10 is a flowchart showing a processing procedure of tag reception processing by the call management unit shown in FIG. FIG. 11 is an explanatory diagram for explaining an example of tag addition to call recording stored in the call DB. FIG. 12 is an explanatory diagram for explaining an example of a conversation scenario displayed corresponding to the operation of the operator. FIG. 13 is an explanatory diagram for explaining an example of a business screen displayed in response to an operator's conversation scenario display designation. FIG. 14 is a diagram showing a computer system that executes an operator support program according to the first embodiment. FIG. 15 is a functional block diagram showing the configuration of the main body shown in FIG. FIG. 16 is a functional block diagram showing the system configuration of the call center system according to the second embodiment. FIG. 17 is a flowchart (part 1) for explaining the operation of the call center system according to the second embodiment. FIG. 18 is a flowchart (part 2) for explaining the operation of the call center system according to the second embodiment. FIG. 19 is a flowchart (part 3) for explaining the operation of the call center system according to the second embodiment. FIG. 20 is a flowchart for explaining the details of the operation related to the operator ₁ of the call center system according to the second embodiment. FIG. 21 is a diagram showing an example of a screen displayed on the customer terminal according to the second embodiment. FIG. 22 is a diagram showing an example of a screen displayed on the operator terminal according to the second embodiment. FIG. 23 is a diagram showing an example of a log according to the second embodiment. FIG. 24 is a diagram showing an example of a screen displayed on a conventional operator terminal.

Claims (4)

An operator support device that displays information on an operator terminal to support an operator who makes a call with a customer at a call center and records the call between the operator and the customer.
The operator is talking on a conversation scenario that was created assuming a conversation with the customer in advance and a call content identifier to be added to the call recording to facilitate identification of the playback location when partially playing the recorded call. Cooperation control information storage means stored corresponding to the operation performed on the operator terminal,
An identifier specifying unit that specifies a call content identifier corresponding to the operation performed by the operator using the cooperation control information storage unit when the operator performs an operation on the operator terminal during the call;
Identifier adding means for adding the call content identifier specified by the identifier specifying means to the call recording;
A conversation scenario specifying means for specifying a conversation scenario corresponding to the operation performed by the operator using the cooperation control information storage means when the operator performs an operation on the operator terminal during a call;
An operator support apparatus comprising: a conversation scenario linkage unit that displays a conversation scenario specified by the conversation scenario specifying unit on an operator terminal. An operator support program for causing a computer to display information for supporting an operator who makes a call with a customer at a call center on an operator terminal, and to record the call between the operator and the customer.
The operator is talking on a conversation scenario that was created assuming a conversation with the customer in advance and a call content identifier to be added to the call recording to facilitate identification of the playback location when partially playing the recorded call. The contents of the call corresponding to the operation performed by the operator when the operator operates the operator terminal during a call using the cooperation control information storage unit stored in correspondence with the operation performed on the operator terminal. An identifier identification procedure for identifying an identifier;
An identifier adding procedure for adding the call content identifier specified by the identifier specifying procedure to the call recording ;
A conversation scenario specifying procedure for specifying a conversation scenario corresponding to the operation performed by the operator using the cooperation control information storage unit when the operator performs an operation on the operator terminal during a call;
An operator support program for causing a computer to execute a conversation scenario cooperation procedure for displaying a conversation scenario identified by the conversation scenario identification procedure on an operator terminal . A computer-readable recording medium recording an operator support program for displaying information on an operator terminal to support an operator who makes a call with a customer at a call center and recording an operator-customer call,
The operator is talking on a conversation scenario that was created assuming a conversation with the customer in advance and a call content identifier to be added to the call recording to facilitate identification of the playback location when partially playing the recorded call. The contents of the call corresponding to the operation performed by the operator when the operator operates the operator terminal during a call using the cooperation control information storage unit stored in correspondence with the operation performed on the operator terminal. An identifier identification procedure for identifying an identifier;
An identifier adding procedure for adding the call content identifier specified by the identifier specifying procedure to the call recording ;
A conversation scenario specifying procedure for specifying a conversation scenario corresponding to the operation performed by the operator using the cooperation control information storage unit when the operator performs an operation on the operator terminal during a call;
A computer-readable recording medium recording an operator support program for causing a computer to execute a conversation scenario cooperation procedure for displaying a conversation scenario specified by the conversation scenario specifying procedure on an operator terminal . An operator support method for recording information on an operator terminal to support an operator who makes a call with a customer at a call center and recording a call between the operator and the customer,
The operator is talking on a conversation scenario that was created assuming a conversation with the customer in advance and a call content identifier to be added to the call recording to facilitate identification of the playback location when partially playing the recorded call. The contents of the call corresponding to the operation performed by the operator when the operator operates the operator terminal during a call using the cooperation control information storage unit stored in correspondence with the operation performed on the operator terminal. An identifier specifying step for specifying an identifier;
An identifier adding step of adding the call content identifier specified by the identifier specifying step to the call recording ;
A conversation scenario specifying step for specifying a conversation scenario corresponding to the operation performed by the operator using the cooperation control information storage unit when the operator performs an operation on the operator terminal during a call;
An operator support method, comprising: a conversation scenario cooperation step of displaying a conversation scenario specified in the conversation scenario specification step on an operator terminal .

Images