JP5386466B2 - Remote simultaneous interpretation support system using mobile phone - Google Patents

Description

  The present invention supports a case where the customer side and the guest side perform remote simultaneous interpretation by making a three-way call with an operator standing by at a call center in a remote place using a mobile phone respectively. It relates to the system on the call center side.

  Patent Document 1 discloses a system for simultaneous interpretation by a three-party call using a mobile phone. When A who wants to call B asks the interpreter to call B for a “three-way call interpreter”, a two-way call is first formed, and then the interpreter calls B. By making a call, a three-way interpreting call is established.

  Patent Document 2 discloses a remote simultaneous interpretation system. A remote simultaneous interpretation system in which a main venue AV device installed in a main venue and a simultaneous interpretation center AV device installed in a simultaneous interpretation center are connected via the Internet. An acquisition means, an audio / video transmission means for transmitting audio and video to the simultaneous interpretation center AV device, and an interpretation audio reception means, and the simultaneous interpretation center AV device acquires the audio / video reception means and an interpretation voice Voice acquisition means and interpreting voice transmission means for transmitting the acquired voice to the main venue AV device are provided.

  Patent Document 3 discloses a call center system. In a call center system having an ACD function for assigning a telephone call from a customer and a connection control means for assigning communication by another communication means, when the customer is connected to a certain operator by telephone, the connection control means And the operator can be identified and communicated. In addition, when the customer makes a reservation for the operator from the terminal, an ACD control means is provided so that when a call is received, the customer is connected to the reserved operator.

JP 2002-142024 A JP 2007-306420 A JP 2001-094671 A

In the remote simultaneous interpretation support system described above, it is important that the operator (simultaneous interpreter) constantly improve the quality of interpretation on the call center side in order to satisfy the satisfaction of both the customers (the customer service side and the guest side).
An object of the present invention is to provide a remote simultaneous interpretation support system suitable for supporting the improvement of the quality of simultaneous interpretation.

  The remote simultaneous interpretation support system according to the present invention connects a pair of mobile phones registered in the server computer on the mobile phone service side in advance to make a three-party call and a fixed phone on the call center side to connect them simultaneously. PBX, a plurality of operator telephones connected thereto, a CTI server operating in cooperation with the PBX, a plurality of operator terminal computers connected thereto, and a management terminal connected to the CTI server to provide an interpretation service A remote simultaneous interpretation support system on the call center side having a DB device connected to the CTI server, wherein the CTI server accepts a call from one of the two mobile phones as a pair. When the mobile phone receives the three-way call including the other two mobile phones in the pair, the mobile phone A three-way call realizing device requested to the talk service side, and the three-way call realizing device requested by the mobile phone service side to realize the three-party call based on the three-way call realizing device. A call content recording device for recording the contents of a call between persons and creating a computer file and registering it in the DB device, an ACD table for managing the customer service status of the operator, and referring to the ACD table, the call A session recording device that records information related to the three-party call including information specifying a computer file recorded by the content recording device and registers the information in the DB device, and the call based on the information recorded by the session recording device The administrator who checked the computer file recorded by the content recording device using the management terminal, The quality improvement information additional device for adding information for improving the quality of the translation service to the information recorded by the session recording device, and the operator accesses the quality improvement information added by the quality improvement information additional device. And an operator skill improvement recording device that records that measures have been taken to improve their skills based on the recording device, and the DB device includes a recording file DB registered by the call content recording device, and the session recording device. Has a session recording DB registered by the operator and an operator skill DB recorded by the operator skill improvement recording device, and is intended to improve the simultaneous interpretation skills of the operator.

  In addition, the CTI server inputs a voice synthesizer that prompts the customer to input information expressing customer satisfaction in numerical values at the end of the simultaneous interpretation service, and the customer inputs according to the voice that the voice synthesizer plays A customer satisfaction acquisition device for acquiring a numerical value; and a customer satisfaction registration device for registering a numerical value acquired by the customer satisfaction acquisition device in a session record registered by the session recording device; The recorded content of the recording file DB can be checked with reference to the numerical value of the customer satisfaction registered by the customer satisfaction registration device.

  Furthermore, the DB device includes a learning material DB for improving the skill of the operator, and the information for improving the quality added by the administrator to the information of the session recording device is specified as the learning material DB. It is desirable to include specific information.

  Since the remote simultaneous interpretation support system of the present invention is configured as described above, it is possible to improve the quality of interpretation based on actual work contents. Operator skills can be improved.

FIG. 1 is a block diagram showing a hardware configuration of a remote simultaneous interpretation support system according to the present invention. FIG. 2 is a diagram illustrating an example of the ACD table 23. FIG. 3 is a diagram showing an example of a session record table managed in the session record DB. FIG. 4 is a diagram illustrating an example of a customer satisfaction table. FIG. 5 is a diagram illustrating an example of the quality improvement information table. FIG. 6 is a diagram illustrating an example of the operator skill improvement table.

  An embodiment of a remote simultaneous interpretation support system according to the present invention will be described below with reference to the drawings.

  FIG. 1 is a block diagram showing a hardware configuration of a remote simultaneous interpretation support system according to the present invention. Foreign tourists Here, we will explain the case where Chinese and Taiwanese provide a service for simultaneous interpretation using mobile phones when visiting tourist facilities, souvenir shops, department stores, etc. in Japan.

  In front of the customer service facilities such as hotels (front desks) and department stores (sales offices), a three-party contract is concluded with a mobile phone service provider and a simultaneous interpretation service provider. The mobile phone service provider provides two mobile phones 1 and 2 to the customer service facility. When a call is started between these two mobile phones, mobile phone service 3 (here, mobile phone base station, radio relay station, radio relay station controller, mobile phone dedicated exchange, subscriber management server, maintenance computer) Both the hardware environment and the software environment on the mobile phone provider side, including the above, etc.) are provided between these two mobile phones and the call center of the simultaneous interpretation service provider to provide simultaneous interpretation services. Provides three-way calling on The establishment of the three-way call can be performed when the mobile phone service side detects a call between two mobile phones and automatically calls the call center.

  Alternatively, a CTI server (Computer Telephony Integration Server) 8 that works in cooperation with the PBX 7 at the timing when the base unit 1 (mobile phone used on the customer service side) of the two mobile phones that are paired calls the call center 4 and the operator leaves. The three-way call realization device 21 requests the mobile phone service 3 to realize the three-way call, and the mobile phone service 3 receives the request and the three-way call between the paired mobile phone 2. It is good also as realizing. In the middle of the simultaneous interpretation service, if a call is stopped for some reason (for example, one of the two mobile phones goes out of radio range), the cooperation between the PBX 7 and the CTI server 8 Consideration will be given to reconnecting to the previous operator. In that case, the ACD table 23, the three-way call realizing device 21, the session recording device 24, and the like operate in cooperation.

  Here, the PBX 7 is a telephone exchange that receives a call received through the public line network 5 to a representative number among a plurality of subscriber telephone numbers of the call center 4 and distributes the call to a plurality of operators. Operate. The CTI server 8 is a server computer that integrates a telephone and a computer, and transmits a request for a CTI application (an application program that runs on the CTI server computer) to the PBX or notifies the application side of call control information of the PBX. It is. As an important function of the CTI server 8, there is a function called automatic call distribution (Automatic Call Distribution) that assigns a telephone call from a customer to an operator who handles the call. The ACD table 23 is used at that time.

  The ACD table 23 is a table for managing the correspondence status of the operator. Specifically, as shown in FIG. 2, information on the operator (ID, extension number, terminal address), presence information, call status, customer telephone It has information such as a number (phone number between the parent device and the child device) and a customer ID. The ACD table 23 is a table for managing the correspondence state of the operator at that time, which changes every moment. An operator ID 200 in FIG. 2 is an ID number that identifies an individual operator (simultaneous interpreter). Log in to the system using the terminal 16 paired with the telephone 17 used by the operator when he / she goes to work and enters the operator ID and password (if necessary, biometric authentication). The operator ID 200, extension number 201, and terminal address 202 are registered in the table 23 in combination. The presence information 205 is rewritten by notifying the server using the terminal 16 that the telephone cannot be received when the operator stands. Thereby, the ACD function of the CTI server 8 does not distribute the call to the away operator. The call status 206 can take three states: busy, idle, and reserved. “Reservation” represents a state in which the call is currently disconnected but waiting for reconnection with a specific customer. The ACD function of the CTI server 8 automatically distributes the call to the extension number 201 whose presence information 205 is “present” and whose call status 206 is “vacant”. The customer phone number (parent) 207 and the customer phone number (child) 208 are information for identifying the customer and useful information for realizing reconnection when the call is disconnected for some reason. The customer ID 209 is information necessary for accessing the customer DB (not shown) and displaying customer information (such as the customer's sales contents, scale, address, and handling product) on the terminal 16. Necessary information can be automatically displayed on the operator's terminal as soon as the call is established.

  Several application programs of the CTI server 8 are prepared, and a computer program stored in a storage device (not shown) is read into the CPU (not shown) of the CTI server 8 and operates. In FIG. 1, this state is captured and expressed as “XX device”. In addition, the term “XX means” is used as necessary when expressing the implementation state of a program finer than the “XX device” as necessary.

  Instead of causing the CTI server 8 to execute a number of application programs, a separate server that works in conjunction with the CTI server 8 may be provided so that a number of application programs are executed, and the two servers perform parallel processing. .

  Also, the functions can be distributed between the server and the terminal computer. In other words, it is possible to configure the terminal computer to be in charge of input / output by assigning many functions to the server, but in order to avoid overloading the server computer, It may be desirable to disperse. For example, it is desirable to make the terminal computer share the call content recording (creation of the recording file). In that case, the telephone set 17 used by the operator and the terminal computer 16 used by the operator are connected by a necessary cable (represented by a broken line in FIG. 1), and recording is performed by providing a circuit for handling sound on the terminal computer side. . The management of registering the recorded computer file (for example, mp3 file) on the DB side (session recording DB 32) in association with the session recording created by the session recording device 24 is performed on the CTI server 8 side. Do.

  The call content recording device 22 monitors the ACD table 23, and when a call (simultaneous interpretation) between the operator and the customer starts, the ACD table 23 refers to which computer the terminal computer 16 used by the operator is. The terminal computer 16 is instructed to record the contents of the call. At that time, the file name is assigned and notified to the terminal computer 16. When the terminal computer 16 finishes recording the contents of the call, the terminal computer 16 gives the recording result file a name given from the server side and returns it to the server 8. The call content recording device 22 of the CTI server 8 adds necessary information to the recording file and registers it in the recording file DB of the DB device 10.

  The session recording device 24 works in conjunction with the call content recording device 22. The ACD table 23 is monitored, and when a call starts, a session ID is numbered, and a session record table is created in association with the operator ID and customer information by capturing the start time and end time of the call. FIG. 3 is a diagram showing an example of a session record table managed in the session record DB. Session ID 300 is numbered by session recording device 24. Here, it is a number generated from the date of the year and the start time of the session on that day. The operator ID 301, customer telephone number (parent) 307, customer telephone number (child) 308, and customer ID 309 are acquired with reference to the ACD table 23 at the time of starting the session. Whereas the ACD table 23 shows the state at that time which changes every moment, the session recording table is stored in the session recording DB 32 and managed as a database. When the session recording device 24 monitors the ACD table 23 and the session (call for providing simultaneous interpretation service) starts, the start time 302 and the end time 305 are detected when the CTI server 8 is built. The time is acquired from the clock. The session time 306 is calculated by subtracting the start time from the end time and recorded. Here, the recorded file name 310 uses the session ID 300 as it is and adds the extension mp3. If necessary, manage the location of the file with a path name.

  FIG. 4 is a diagram illustrating an example of a customer satisfaction table. When the simultaneous interpretation session by the operator ends, the connection state of the line can be disconnected, but here, voice guidance by the speech synthesizer 27 of the CTI server 8 is performed without disconnecting the customer (customer side and customer side). Both of them) and obtain an evaluation of customer satisfaction. For example, “Thank you for using this service. We would appreciate it if you could let us know your satisfaction to improve the quality of interpreting services in the future. Can you rate it on a 5-point scale? Please press either 4, 3, 2, or 1. The higher the number, the higher the score.Thank you for your cooperation. Thank you for your cooperation. ” The guest side speaks in Chinese, prompts the customer to press a button on the mobile phone, and obtains a satisfaction rating score. The customer satisfaction acquisition device 28 acquires the evaluation score of this customer. Then, the customer satisfaction registration device 29 registers the contents in the session record DB 32 of the DB device 10. Since the customer satisfaction table shown in FIG. 4 and the session record table shown in FIG. 3 are linked by the session ID, a database can be constructed by combining both. In FIG. 4, the session ID 400, operator ID 401, customer telephone number (parent) 407, customer telephone number (child) 408, customer ID 409, and recording file name 410 are the same as those in the session recording table of FIG. The customer-side evaluation 402 and guest-side evaluation 405 acquired by the customer satisfaction acquisition device 28 are written in this table, and registered in the session record DB 33 of the DB device 10 by the customer satisfaction registration device 29.

  FIG. 5 is a diagram illustrating an example of the quality improvement information table. This table is used to help improve the quality of simultaneous interpretation by finding and recording the weak points of the operator in the session by the administrator who is the supervisor of the operator accessing and listening to the recording file that records each session. is there. The session ID 500 and the operator ID 501 are the same as the session record table in FIG. 3 and the customer satisfaction table in FIG. The weak point information 502 describes the weak point of the operator in the session by the administrator listening to and checking the recording of the session. Of the several dialects in Chinese, which local dialect is weak? What is weak in a lot of product knowledge (home appliances, cameras, computers, cosmetics, clothing, etc.)? And the like are recorded by a code number in the quality improvement information table. The learning material information 505 is information regarding which of the learning materials in the learning material DB 34 prepared for overcoming the weak point is useful. The administrator ID 506 is input with the ID of the administrator who was involved in creating the quality improvement information table. When the manager starts using the management terminal 18 by using an ID and a password, the manager ID acquired by the management terminal 18 is input. As the weak point indication date and time 507, the date and time acquired from the internal clock of the computer by the management terminal 18 is input. When the quality improvement information table is input, the table is registered in the operator skill DB of the DB device 10.

  FIG. 6 is a diagram illustrating an example of the operator skill improvement table. This table is registered and managed in the operator skill DB 33 of the DB device 10. This table is created for each operator and records the skill improvement footprint. Each operator is configured to be able to refer to this table only for his / her own while logging into the system with his / her ID and password. Accordingly, the operator IDs 600 in FIG. 6 are all the same 0008. The weak point indication date 601, weak point information 602, and teaching material information 605 are created from the quality improvement information table of FIG. 5. The operator knows the weaknesses by looking at this table. When the learning material in the column of the learning material information 605 is accessed to learn the learning material, and a passing score is obtained by taking the test attached to the learning material, the score is displayed in the test result 606, and the date and time is displayed in the learning date and time 607 column. Is filled in. It is desirable that the teaching materials are suitable for e-learning, but the boss can also learn what is made of paper under the supervisor's supervision and fill in the learning effect.

  Each operator can learn to overcome weaknesses by accessing the operator skill improvement table at the end of working hours or at the start of work. If the administrator determines that he / she cannot work without overcoming the weakness, even if the administrator is in the presence of the operator, the administrator is forced to leave and learn It is also possible to force.

  In the DB device of FIG. 1, only the main database is shown, but in addition to this, a database necessary for personnel such as an operator shift table, work performance table, salary calculation table, dictionary database, product knowledge database, customer information Databases that are useful for business operations such as databases can be added.

Place two mobile phones to be paired with hotels, souvenir shops, department stores, etc. used by foreign tourists, and make a three-party contract with a mobile phone company, store (customer side), and simultaneous interpreter (call center side) in advance. Based on this, it can be used when providing simultaneous interpretation services to foreign tourists. In this case, the customer service side pays a mobile phone fee and a simultaneous interpretation fee, and the two mobile phones to be paired are owned by the customer service side and used for guests who are replaced one after another.
On the other hand, when foreign tourists come to Japan, contract at the airport etc. and carry two paired mobile phones, and pass one to the other party when interpreting is necessary. It is possible to use the service in such a way as to receive an interpreting service. In that case, the tourist on the guest side pays a mobile phone fee, a simultaneous interpretation fee, a mobile phone rental fee, and the like.
In these two cases, different fee formats are prepared.

1 Mobile phone (customer service side)
2 Mobile phone (guest side)
3 Mobile phone service 4 Call center 5 PSTN (Public network)
7 PBX (telephone exchange)
8 CTI Server (Computer Telephony Integration Server)
10 DB device (database device)
16 operator terminal computer 17 operator telephone 18 management terminal 19 management telephone 21 three-way call realization device 22 call content recording device 23 ACD table 24 session recording device 25 quality improvement information recording device 26 operator skill improvement recording device 27 speech synthesizer 28 customer Satisfaction acquisition device 29 Customer satisfaction registration device 31 Recording file DB
32 session record DB
33 Operator Skill DB
34 Teaching material DB

Claims (3)

Connected to PBX to provide remote simultaneous interpretation service by connecting two pair of mobile phones registered in the server computer on the mobile phone service side in advance to make a three-party call and a fixed phone on the call center side A plurality of operator telephones, a CTI server operating in cooperation with the PBX, a plurality of operator terminal computers connected thereto, a management terminal connected to the CTI server, and a DB device connected to the CTI server A remote simultaneous interpretation support system on the call center side having
The CTI server
When the operator receives a call from one of the two mobile phones as a pair, realizing a three-way call including the other of the two mobile phones as a pair A three-way call realization device requesting the mobile phone service side;
Based on the fact that the three-way call realization device has requested the mobile phone service side to realize a three-way call, a computer file is created by recording the contents of the three-way call realized by the mobile phone service. A call content recording device registered in the DB device;
An ACD table for managing the customer service status of the operator;
A session recording device that refers to the ACD table, records information about the three-party call including information specifying a computer file recorded by the call content recording device, and registers the information in the DB device;
Information for improving the quality of the simultaneous interpretation service of the operator by the administrator who checked the computer file recorded by the call recording device using the management terminal based on the information recorded by the session recording device A quality improvement information appending device for appending to the information recorded by the session recording device,
An operator skill improvement recording device that records that the operator has accessed the information for quality improvement added by the quality improvement information additional recording device and has taken measures to improve its skill based on the information,
The DB device
A recording file DB registered by the call content recording device;
A session recording DB registered by the session recording device;
An operator skill DB recorded by the operator skill improvement recording device;
Remote simultaneous interpretation support system characterized by improving simultaneous interpretation skills of operators. The remote simultaneous interpretation support system according to claim 1,
The CTI server
A voice synthesizer that prompts the customer to input information expressing customer satisfaction numerically at the end of the simultaneous interpretation service;
A customer satisfaction acquisition device for acquiring a numerical value input by a customer according to the voice played by the speech synthesizer;
A customer satisfaction registration device for registering a numerical value acquired by the customer satisfaction acquisition device in a session record registered by the session recording device, and the administrator is a customer satisfaction registered by the customer satisfaction registration device. A remote simultaneous interpretation support system characterized by checking the recording contents of the recording file DB with reference to the numerical value of the degree. The remote simultaneous interpretation support system according to claim 1,
The DB device includes a teaching material DB for improving the skill of the operator,
The remote simultaneous interpretation support system, wherein the information for quality improvement added to the information of the session recording device by the administrator includes information for specifically specifying the teaching material DB.

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