JP5203407B2 - Input support device - Google Patents

Description

  The present invention relates to an input support apparatus that supports input of a search keyword, and more particularly to an apparatus that supports keyword input when searching for a telephone agent.

  In call centers set up by companies, etc., one of the tasks is to carry out the work of relaying the call from the consumer to the person in charge. At this time, listening to the explanation of the consumer and searching for an appropriate dealer each time. Is inefficient. For this reason, for example, keywords related to matters that are highly likely to receive inquiries are picked up, and the database is created by associating those keywords with the department or telephone number of the person in charge. Can be considered to be searchable.

  However, even in such a case, since the keyword input is indispensable for the search operation of the distributor, it is preferable to use an input support system that supports the keyword input in order to further improve the efficiency of the operation.

  A typical input support system is one that displays a list of a plurality of candidate completions when a part of the target word is entered, selects a desired word from those, and completes the input work. It is known (see, for example, Patent Document 1). This input support system is mainly for inputting characters on a mobile phone or inputting a search word when searching the net, but can also be applied to keyword input when searching the above-mentioned agency.

  In the above input support system, the list of completion candidates is displayed by counting the number of times of use for each word and displaying a list of candidates that have a high history of use and a list of completion candidates corresponding to the input characters. There is a method of registering in advance in a database or the like and displaying it as needed. In addition, some database registration type methods dynamically rearrange the display order of the complementary candidates in the registered list according to the search results.

JP 2009-199255 A

  In the case of companies with scattered stores and sales offices, there is a tendency to set up call centers at multiple bases, but since the operating cost increases as the number of centers increases, in recent years there has been an increasing demand to consolidate call centers into one base. ing. However, in the case of a centralized call center, inquiries are received from various regions, so if the input support system using the above-mentioned “method for displaying complementary candidates preferentially from the ones with a lot of usage results” is introduced as it is, Such a problem occurs.

  For example, if a recall problem for a washing machine popular in the Kansai region and a foreign matter contamination problem for detergents sold in the Kanto region occur at the same time, a consumer from the Kansai region will ask about “washing machines”. There is a high probability that local consumers will receive inquiries about “detergents”. In this case, the candidate to be displayed when “Sen” is entered is “washing machine” when making an inquiry from the Kansai region, and “detergent” when making an inquiry from the Kanto region. However, in the above input support system, since the display order is only determined according to the usage record, it is impossible to perform such display processing for each region.

  On the other hand, the input support system using the “method of previously registering a list of complementary candidates in a database or the like” also has the following problems.

  The disadvantage of this method is that it requires manual maintenance work in advance, and is based on past history of using a previously registered record and a subsequent input record. Therefore, in important quality cases such as recall in the above example, even keywords that have not been searched in the past may be suddenly flooded by being reported in the news, Such irregular cases cannot be handled.

  Accordingly, the present invention has been made in view of the above-described problems in the conventional technology, and can display supplemental candidates suitable for each region, such as a centralized call center that receives calls from various regions. An object of the present invention is to provide an input support system capable of facilitating keyword input on the Internet.

  In order to achieve the above object, the present invention uses an agency database stored in association with a search keyword and an agency, and searches for the agency of the telephone by inputting a keyword recalled from the received telephone. In an agency search, an input support apparatus that supports a keyword input by displaying a list of complement candidates corresponding to input characters, the complement candidate storage means storing the complement candidates in association with a region; A region specifying means for specifying a call origination area, and when a part of the keyword is inputted, a plurality of complementary candidates corresponding to the inputted characters are acquired from the complementary candidate storage means, and a candidate list is generated. A list generation unit for displaying the candidate list, and the list generation unit preferentially displays the complementary candidates for the area specified by the area specifying unit when displaying the candidate list. And wherein the door.

  And according to this invention, in order to display a complement candidate in relation to an area, and display a candidate list, the complement candidate in the inquiry telephone call area is preferentially displayed. Aspects can be changed. For this reason, even when inquiries are received from various districts, it is possible to display supplemental candidates suitable for the transmission area each time, and it is possible to quickly select a target keyword.

  In the input support device, the list generation unit ranks each of the plurality of complement candidates acquired from the complement candidate storage unit according to the frequency selected as the keyword, and gives priority to a candidate with a higher rank. Can be displayed.

  In the input support device, the list generation unit can rank each of a plurality of complement candidates acquired from the complement candidate database according to the agency record, and display the list with priority from the candidates with higher ranks. .

  The input support apparatus includes a news acquisition unit that periodically acquires related news, a news keyword generation unit that generates a news keyword from the related news acquired by the news acquisition unit, and the complementary candidate storage unit includes Storing the news keywords generated by the news keyword generating means, and the list generating means acquires the news keywords corresponding to the inputted characters from the complementary candidate storage means when a part of the keywords is input, The acquired news keyword can be displayed as a complement candidate.

  In the input support apparatus, the supplement candidate storage unit stores the news keyword in association with information indicating a target area of the related news, and the list generation unit selects a news keyword of the region specified by the region specifying unit. It can be displayed with priority.

  As described above, according to the present invention, it is possible to display supplemental candidates suitable for each region, and it is possible to facilitate keyword input in a centralized call center that receives calls from various regions. become.

It is a block diagram which shows an example of the call center system to which the input assistance apparatus concerning this invention is applied. It is a flowchart which shows the preparation process of the complement candidate reflecting news. It is a flowchart which shows the preparation process of the complementation candidate reflecting the past performance. It is a flowchart which shows the search process of the agency using the complement candidate after an update. It is a figure which shows the example of a display of a complementation candidate. It is a figure which shows the example of a display of a complementation candidate. It is a figure which shows the example of a display of a complementation candidate.

  Next, an embodiment for carrying out the present invention will be described in detail with reference to the drawings. In the following, in order to facilitate understanding of the present invention, the relevance to the present invention is low, and description and illustration of a general configuration will be omitted.

  FIG. 1 shows an example of a system configuration of a call center to which an input support system according to the present invention is applied. The call center system 1 is roughly divided into an agency search system 2 for assisting an operator agency process, a search keyword, A destination database (hereinafter referred to as “DB”) 3 in which information on the destination (name, department, telephone number, etc. of the person in charge) is stored in association with each other; a completion candidate DB 4 in which keyword completion candidates are stored; It is composed of a related news DB 5 in which news related to the company (a company that operates a call center) and a registered company (such as a company entrusted with an inquiry reception service) is stored.

  For example, the agency search system 2 is mounted on a computer operated by an operator of a call center or connected to the computer for use. The agency search system 2 is connected to a network 6 such as the Internet, and is connected to a general news distribution server 7 operated by, for example, a newspaper company via the network 6. The news distribution server 7 is connected to a distribution news DB 8, and news distributed on the network 6 is stored in the distribution news DB 8.

  The agency search system 2 extracts and collects news related to the company (hereinafter referred to as “related news”) from the distribution news of the news distribution server 7 and registers it in the related news DB 5; The news registered in the related news DB 5 is analyzed and classified by region, and the news registration unit 12 registered in the supplement candidate DB 4 and the complement registered in the supplement candidate DB 4 according to the past search results and the like Based on the caller number of the inquiry telephone, the candidate candidate management unit 13 that adjusts the priority order of the candidates, the region information acquisition unit 14 that acquires the calling region information, and the candidate candidates by automatically searching for the candidate candidates from the complement candidate DB 4 A candidate list generation unit 15 that generates a list and displays the generated list on a display (not shown), and after receiving an inquiry phone call And a call information memory 16 using a series of operations in the information management area for managing a single transaction to.

  Next, the process of searching for an agency using the call center system 1 will be described with reference to FIGS.

  In the present embodiment, the complementary candidates in the complementary candidate DB 4 are updated as needed while reflecting news and past results. In the following, each process of “Completion candidate creation process reflecting news”, “Completion candidate creation process reflecting past results” and “Retrieval destination search process using updated complement candidates” is individually processed. explain.

  First, “complementary candidate creation processing reflecting news” will be described with reference to FIGS. 1 and 2.

  The news collection unit 11 periodically searches the distribution news DB 8 of the news distribution server 7 and selects related news from the news registered in the distribution news DB 8. Then, the selected related news is acquired and registered in the related news DB 5 (step S1).

  At this time, together with the news article, the news distribution time and target area (for example, the event occurrence area and the article distribution area) are acquired and registered in the related news DB 5 in association with the news article. Whether or not it is related news is determined based on, for example, whether or not a company name such as the company appears in a news article.

  Next, the news registration unit 12 classifies the collected related news for each target area (step S2), and sorts the classified news in order from the current time (step S3). Thereafter, the importance level of the news is determined based on the font size of the headline / topics character string of each related news (step S4).

  Next, a news keyword for each related news is generated (step S5). For example, in the case of news related to a recall of a washing machine, “washing machine” is set as a news keyword. Here, the news keyword adopts a phrase frequently appearing in a news article, or information similar to a news keyword (for example, information for classifying articles) is attached to the collected related news, Can be generated by diverting.

  Next, the generated plurality of news keywords are arranged in the order according to the classification for each region in the previous step S2 and the sorting in step S3, and are registered in the news information 4a of the complement candidate DB 4 (step S6). At this time, the importance determined in step S4 is also registered in association with each news keyword.

  In the example shown in FIG. 2, the processing proceeds in the order of “classification by region”, “sorting in time series”, “judgment of importance”, and “generation of news keywords”. May proceed in other orders. Further, it is not always necessary to classify the news keywords for each region or rearrange them in the sort order. Information indicating the region or information indicating the sort order may be attached to each news keyword.

  Next, “complementary candidate creation processing reflecting past results” will be described with reference to FIGS. 1 and 3.

  When the call center operator receives an inquiry call (step S11), the area information acquisition unit 14 identifies the call origination area and records it in the call information memory 16 (step S12).

  Next, the operator recalls the keyword from the content of the call with the inquirer and inputs it through an input I / F such as a keyboard (not shown). At this time, the agency destination search system 2 displays the candidate for completion on the display when the operator inputs a part of the keyword. This process will be described in detail later.

  Then, the operator selects a desired keyword from the displayed complement candidates and completes the search keyword input operation. Thereafter, for example, a search operation is performed by clicking a menu button displayed on the screen.

  In response to this, the agency search system 2 searches the agency DB 3 using the input search keyword, and acquires an agency (a list of agency destinations when there are a plurality of agencies) (step S13).

  Next, the obtained agency is displayed on the display, and the operator determines the agency by seeing this, and forwards the inquiry telephone to the decided agency (step S14). At this time, information indicating the determined agent (for example, a number assigned to each department) is recorded in the call information memory 16 as a management target.

  Thereafter, the operator or the person in charge of the agency determines whether or not the agency is appropriate (step S15). If the agency is not appropriate, the process returns to step 13 to search for the agency again.

  On the other hand, if the agency is appropriate, the fact is input using a menu button or the like. In response to this, the agency search system 2 registers information (used keywords, regional information, agency information) recorded in the call information memory 16 in the past performance information 4b of the complement candidate DB 4, and registration candidates The number of uses and the number of brokers are counted up as past results (each of the complement candidates registered in the complement candidate DB 4) (step S16).

  In this way, each time the search process is performed, the number of times of use of complementary candidates (the number of times selected as a keyword) and the number of brokers are counted up as past results, and the priority of registration candidates with many of them is increased. In the subsequent search processing, registration candidates with higher priorities are displayed higher.

  If it is determined that the agency is not appropriate after a while has passed since the call was taken (step S17), the process returns to step S13 to search for the agency again. However, if a plurality of distributors are searched in step S13, the telephone is transferred to the next distributor without starting over from the input of the search keyword.

  At that time, the agency search system 2 deletes the information registered in the complement candidate DB 4 in the previous step S16 and cancels the update of the complement candidate DB 4 (step S18). Thereby, it becomes possible to avoid the update of the complementation candidate by an input mistake or mishandling operation. Whether or not to cancel the update of the complement candidate DB 4 may be determined according to an instruction operation by the operator, or the agency search system 2 monitors the operation of the operator and automatically recognizes the re-execution of the agency work. You may make it perform.

  Next, “retrievement destination search processing using the updated complement candidates” will be described with reference to FIGS. 1 and 4 to 6.

  When the call center operator receives an inquiry call (step S21), the calling area is specified in the same manner as in step S12 of FIG. 3 (step S22).

  Next, the operator recalls the keyword from the contents of the call with the inquirer, and starts inputting the keyword (step S23). When a part of the keyword is input, the agency search system 2 collates the input character with the complement candidate DB 4 and acquires a complement candidate from the complement candidate DB 4 (step S24).

  Next, with reference to the past performance information 4b in the supplement candidate DB 4, the obtained supplement candidates are ranked for the transmission area specified in step S22 (step S25). In this process, in the past agency work, candidates with a high frequency selected as keywords when receiving a call from the area and candidates with a high number of times related to a search for an appropriate agency are ranked higher.

  As a result, for example, if a recall problem of a washing machine popular in the Kansai region and a foreign matter contamination problem of a detergent sold in the Kanto region occur at the same time, it may have already received several inquiries. For example, in the candidate for the input character “sen”, “washing machine” is ranked higher in the Kansai region, and “detergent” is ranked higher in the Kanto region.

  Next, a list of complement candidates is created so that the top ones are preferentially displayed according to the ranked ranking (step S26). In the case of “washing machine” and “detergent” above, in the case of inquiry calls from the Kansai area, “washing machine” is displayed with priority, and in the case of inquiry calls from the Kanto area, “detergent” has priority. Create a list so that it is displayed visually.

  In parallel with the above processing, the input characters are collated with the news information 4a of the supplement candidate DB 4 to confirm the presence of important related news (step S27). If there is no important related news, a candidate for complementing the past results (list of candidates generated in step S26) is displayed (step S28). For example, if an inquiry phone call from the Kansai region is received and “sen” is input as the input character 21, as shown in FIG. 5, complementary candidates 22 reflecting past results are displayed at the top of the screen. Are displayed in the order of “washing machine”, “fan”, “basin”, “ship license”.

  On the other hand, when there is important related news, news keywords are acquired from the news information 4a, and both candidate candidates that reflect the news and candidate candidates that reflect past results are displayed in a categorized state. (Step S29). Also in this case, the regional information of the related news stored in the news information 4a is referred to, and the keyword of the news in the region closer to the calling transmission region is displayed at the top.

  For this reason, if an inquiry phone call is received from the Kansai region and “sen” is entered as the input character 21, as shown in FIG. 6, a supplementary candidate 23 reflecting the news is displayed at the top of the screen. Are displayed in the order of “washing machine” and “detergent”.

  Returning to FIG. 4, thereafter, in the same manner as in steps S <b> 13 to S <b> 18 of FIG. 3, the inquiry call is relayed, and the complement candidate DB 4 is updated according to the success or failure (steps S <b> 30 to S <b> 35).

  As described above, according to the present embodiment, complementary candidates are registered in association with the usage record of each region, and when displaying the candidate list, the candidate with the highest ranking in the inquiry call origination region is given priority. In order to display, the display mode of a complementation candidate can be changed according to a transmission area. For this reason, even if an inquiry is received from various regions in the centralized call center, it is possible to display complementary candidates suitable for the transmission region each time, and it becomes possible to quickly select a target keyword.

  In addition, according to the present embodiment, ranking is performed according to the usage record and the priority is displayed from the candidate with the highest ranking. Therefore, the candidate corresponding to the information with the higher degree of interest is more easily selected by the operator. (Higher in the list).

  Furthermore, according to the present embodiment, since related news is collected, a news keyword is generated from the news, registered in the supplement candidate DB 4 and used as a supplement candidate, an accident or incident related to the company or the like occurs. In such a case, it is possible to display a candidate for complement that reflects that.

  In addition, since related news is periodically acquired and news keywords are registered at the time of the above, words related to news reports should be included in display candidates before the rating based on the above usage record etc. is raised. Can do. For this reason, for example, even when the recall problem of a washing machine popular in the Kansai region and the foreign matter contamination problem of the detergent sold in the Kanto region occurred at the same time, As shown in FIG. 7, when an inquiry call is received from the Kansai area, “washing machine” can be displayed as a supplementary candidate from the beginning.

1 Call Center System 2 Agency Search System 3 Agency DB
4 completion candidate DB
4a News information 4b Past performance information 5 Related news DB
DESCRIPTION OF SYMBOLS 11 News collection part 12 News registration part 13 Supplement candidate management part 14 Area information acquisition part 15 Candidate list production | generation part 16 Call information memory 21 Input character 22 Supplement candidate reflecting past performance 23 Complement candidate reflecting news

Claims (5)

Complementation corresponding to the input character in the agency search using the agency database stored in association with the search keyword and the agency and entering the keyword recalled from the received telephone and searching for the agency of the telephone An input support device that displays a list of candidates and supports input of the keyword,
Complementary candidate storage means for storing the complementary candidates in association with a region;
An area specifying means for specifying the calling area;
When a part of the keyword is input, a plurality of completion candidates corresponding to the inputted characters are acquired from the completion candidate storage means, and a list generation means for generating and displaying a candidate list,
The list generating means preferentially displays the complementary candidates for the area specified by the area specifying means when displaying the candidate list.   The list generation unit ranks each of a plurality of complement candidates acquired from the complement candidate storage unit according to the frequency selected as the keyword, and displays the list with priority from candidates with higher ranks. The input support apparatus according to claim 1.   The list generation unit ranks each of a plurality of complement candidates acquired from the complement candidate database according to an intervening record, and preferentially displays the candidates from a higher rank candidate. The input support apparatus according to 2. News acquisition means for periodically acquiring related news;
News keyword generation means for generating a news keyword from related news acquired by the news acquisition means,
The complement candidate storage means stores the news keyword generated by the news keyword generation means,
The list generation means acquires a news keyword corresponding to the input character from the supplement candidate storage means when a part of the keyword is input, and displays the acquired news keyword as a supplement candidate. The input support apparatus according to claim 1, 2, or 3. The complementary candidate storage means stores the news keyword in association with information indicating a target area of the related news,
The input support apparatus according to claim 4, wherein the list generation unit preferentially displays the news keywords of the area specified by the area specifying unit.

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