JP5052929B2 - Reception system - Google Patents

Description

  The present invention relates to a reception system, and more particularly to a reception system that can automatically search contract information in response to a telephone inquiry from a customer, and can reliably and easily confirm a customer and confirm the contract.

  In response to customer inquiries by telephone, customer identification and confirmation of contract information is done manually, which takes time and causes mistakes.

  On the other hand, in Patent Document 1, a file group is provided in the storage unit in the server, which is configured to be able to link and search information from an incoming telephone number to a caller, a user, and a device name that needs trouble countermeasures. An invention is described in which information is searched using each search unit provided in the server.

Further, in Patent Document 2, when the calling telephone number information is received from the telephone network, the mobile communication terminal telephone number information of the service person is retrieved based on the received telephone number information, and the detected mobile communication terminal telephone number information is sent to the line in the telephone network. An invention is described in which a call is made between a caller telephone and the mobile communication terminal by calling a device having a connection control function.
JP 2002-230268 A JP 2003-032371 A

  However, the inventions described in Patent Document 1 and Patent Document 2 use only the incoming telephone number. For this reason, when the telephone number used by the inquirer (user or contractor) changes due to the spread of mobile phones, etc., there is a case where the search for specifying the customer cannot be performed with high accuracy. Furthermore, when the person in charge is shared by the system or product, there are cases where the person in charge is different even if the same incoming telephone number is used, and search cannot be performed correctly.

  In view of these problems, the present invention provides a reception system capable of automatically searching contract information in response to an inquiry from a customer over the telephone and confirming the customer and confirming the contract reliably and easily. The purpose is to do.

In order to achieve the above object, a reception system of the present invention includes a server having a processing unit and a memory, a telephone connected to the server, a storage device connected to the server, and a reception terminal connected to the server. In the reception system using a computer, the customer's contract information, the customer's phone number data associated with the contract information, and the customer's inquiry that is associated with the contract information are stored in the storage device. Voice information data that is voice waveform data for a certain period of time from the start of the response , and the processing unit is notified of the customer's phone number when the customer's phone arrives on the operator's phone Searches the data of the telephone number, and if there is a matching telephone number, displays the contract information of the customer associated therewith on the reception terminal, When the operator takes a call and starts the response, the voice data is acquired for a predetermined time and converted into data, the voice information data having a high correlation with the data is searched, and if there is voice information with a high correlation, it is associated with it. When the customer's contract information is displayed on the reception terminal and the contract information is displayed, the contract information is associated with a matching telephone number or highly correlated voice information. It is characterized in that it is displayed together .

Reception system according to the present invention is found that the processing unit, the operator in the selected customer contract information in the current customer query constant and the voice information of our acquired from the phone according to this customer query Voice information or telephone number data that matches the customer's telephone number in this customer's inquiry is not associated with the unrelated voice information or telephone number data. It is characterized by associating with contract information.

  According to the present invention, in the reception system, contract information can be automatically retrieved in response to a telephone inquiry from a customer, and the customer can be identified and the contract can be confirmed reliably and easily.

  The best mode for carrying out the present invention will be described.

  FIG. 1 is a system configuration diagram showing an embodiment of a reception system of the present invention. 1, the reception system of the present invention includes a server 4 having a processing unit 6 and a memory 5, and the server 4 stores a telephone 3, a contract information database 7, and a correspondence history database 8. The reception terminal 9 is connected.

  The telephone 3 is a telephone that the operator 2 receives in response to an inquiry from the customer 1. The reception terminal 9 can be operated by an operator and can display data from the processing unit 6. The processing unit 6 performs each process described later. The contract information database 7 has customer contract information, and each contract information is associated with the customer's telephone number and the customer's voice information. The correspondence history database has correspondence history information, and each correspondence history is associated with contract information. Examples of the associated contract information include identification information.

  FIG. 2 is a flowchart showing an embodiment of the reception system of the present invention. Here, first, the operator 2 stands by in a state in which a screen for accepting correspondence is activated on the reception terminal 9 (S101). Next, the customer 1 calls the inquiry window (S102). Then, when an incoming call is received from the operator, processing A is executed by the processing unit 6 (S103). Further, when the operator 2 picks up the phone and starts handling, the processing unit 6 executes the processing B (S104). Next, when the operator operates the reception terminal 9 and refers to the contract information, the processing unit 6 executes process C (S105). Next, the operator selects the corresponding contract information and inputs a correspondence history (S106). When the response is completed and the operator registers as a history, the server is notified of the end, and the processing unit 6 executes process D (S107). At this time, candidates are displayed in a list on the reception terminal 9.

  FIG. 3 is a flowchart showing the process A in the processing unit 6 in the flowchart (S103) of FIG. Here, the process A in the process part 6 is demonstrated. When a call from the customer is received on the operator's phone (S201), it is determined whether or not there is a notification of the customer's phone number (S202). If not, the processing here ends (S202, S208). If there is a telephone number notification, an inquiry is made to the database (DB), and the contract information database is searched with the telephone number (S203). Then, it is determined whether or not the contract information associated with the telephone number exists in the database 7 (S204). If there is no contract information, the telephone number is stored in the memory 5 (S207). The information is searched (S206), the telephone number and the contract information are stored in the memory 5 (S206), and the process A ends (S208).

  FIG. 4 is a flowchart showing the process B in the flowchart (S104) of FIG. Here, the process B in the process part 6 is demonstrated. When the operator 2 takes a call and starts to respond (S301), voice data is acquired and the customer's voice for a predetermined time is converted into a waveform as data (S302). Then, as pattern matching processing with the data, data with high correlation is searched from voice data registered in the database (DB) (S303), and the presence / absence of data with high correlation is determined (S304). . If there is no highly correlated data, the audio information is stored in the memory 5 (S307), and the process B ends (S308). On the other hand, if there is highly correlated data, the contract information associated with the highly correlated data is searched from the database 7 (S305), and the voice information and the contract information are stored in the memory 5 (S306). ), Process B ends (S308).

  The predetermined time in S302 is a fixed time from the start of the telephone response or a fixed time after detecting the customer's voice, and the fixed time is, for example, 10 to 20 seconds. In these cases, when dealing with a telephone, it is common for both parties to give a company name and a name at the beginning of the conversation, and it is possible to obtain a voice pattern that is easy to compare. In addition, the high correlation in S303 means data that has a certain level of correlation that can be recognized as voice information data of the same person when two pieces of voice information data are matched.

  FIG. 5 is a flowchart showing the process C in the flowchart (S105) of FIG. Here, the process C in the processing unit 6 will be described. When the processing unit 6 receives the contract information confirmation request from the reception terminal (S401), the information stored in the memory 5 is transmitted to the reception terminal 9 (S402). The data to be transmitted here is the contract information that is a candidate and the search results in the processes A and B. That is, by the process C here, the reception terminal 9 is displayed so as to know which process the contract information that has been a candidate for, or whether there is no corresponding candidate by the process A or B.

  FIG. 6 is a flowchart showing the process D in the flowchart (S107) of FIG. Here, the process D in the process part 6 is demonstrated. When the operator registers the response history from the reception terminal 9 (S501), the processing unit 6 of the server 4 registers the history in the response history database 8 (S502). Then, the search result in the processes A and B of the contract information selected at the time of creating the correspondence history is referred to (S503), and it is determined whether it needs to be updated (S504). If there is no need for updating, the process D is terminated as it is (S506). On the other hand, if it is necessary to update, the telephone number and voice information that need to be updated are associated with the contract information and additionally registered in the database, and the process D is terminated (S506).

  The determination as to whether or not the update is necessary in S504 is performed, for example, when the same telephone number as that stored in the memory in the process A is not associated with the contract information selected when the correspondence history is created. If the contract information selected at the time of creating the response history is not associated with data highly correlated with the voice information stored in the memory in the process B, it is determined that the update is necessary.

  As described above, in the present invention, because of the nature of inquiry by telephone, it is less necessary to consider fraud such as impersonation using recorded voice, so a simple and inexpensive system configuration compared to a voice authentication system, etc. Can be realized. Furthermore, in general voice authentication, it is necessary to register a specific word (voice data) in advance, but in this case, necessary voice data can be collected by using the features of the telephone reception system. . Furthermore, since contract information is automatically assigned, an inquiry starts immediately after receiving a call, and the reception time can be shortened. Furthermore, since the assigned contract information is reflected in the correspondence history information, it is possible to reduce operator man-hours and mistakes. In addition, the learning function can eliminate the need for prior registration of identification voice information. Furthermore, since the operator selects contract information from candidates, high accuracy is not required for voice analysis, and the feasibility is high.

It is a system configuration figure showing one form of a reception system of the present invention. It is a flowchart which shows one form of the reception system of this invention. It is a flowchart which shows the process A in the flowchart of FIG. It is a flowchart which shows the process B in the flowchart of FIG. It is a flowchart which shows the process C in the flowchart of FIG. It is a flowchart which shows the process D in the flowchart of FIG.

Explanation of symbols

1 Customer 2 Operator 3 Telephone 4 Server 5 Memory 6 Processing Unit 7 Contract Information Database (Storage Device)
8 Correspondence history database (storage device)
9 Reception terminal

Claims (2)

In a reception system by a computer having a server having a processing unit and a memory, a telephone connected to the server, a storage device connected to the server, and a reception terminal connected to the server,
In the storage device, customer contract information, customer telephone number data associated with the contract information, and voice for a certain period of time from the start of a response associated with the contract information upon customer inquiry Voice information data that is waveform data of
When a call from a customer arrives at the operator's phone , the processing unit searches the data of the phone number when there is a notification of the customer's phone number, and if there is a matching phone number, the associated customer number is searched. The contract information is displayed on the reception terminal, and further, when the operator takes a call and starts handling, the voice data is acquired for a predetermined time and converted into data, and the voice information data having a high correlation with the data is searched, If there is highly correlated voice information, the customer's contract information associated therewith is displayed on the reception terminal, and when the contract information is displayed, the contract information is associated with the matching telephone number. A reception system that displays whether the information is associated with the highly correlated audio information . The reception system according to claim 1, wherein the processing unit is configured to add to the customer's contract information selected by the operator in the current customer's inquiry, the customer's voice information acquired from the telephone in response to the customer's current inquiry Voice information or telephone number data that matches the customer's telephone number in this customer's inquiry is not associated with the unrelated voice information or telephone number data. A reception system for associating with contract information .

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