JP5532598B2 - Operator management system, method and program - Google Patents

Description

  The present invention relates to an operator management system that manages a plurality of operator terminals with one management terminal.

  In the transmission type and reception type call centers, a system in which the manager monitors conversation exchanges between the “telephone operator” and the “destination” is often used for the purpose of monitoring the occurrence of complaints and instructing telephone correspondence. Specifically, when a complaint occurs, an administrator who has been monitoring goes to the operator's seat and gently gives a note of the response method to the operator. Also, a general method is to temporarily hold a conversation or close a telephone opening with a hand and resume the conversation after consulting with a manager about a handling method.

If a complaint occurs, it will take time to respond to a memo or a consultation that is temporarily suspended, and as a result, the other party will be waited. There is a risk of doing.
In response to a request from a confused operator regarding such a problem, a technique has been disclosed in which a supporter handles the request on behalf of the operator or sends advice in text. (See Patent Document 1)
JP 2007-4000

  The technique shown in Patent Document 1 can be used by a support person on behalf of an operator by switching the telephone line when the operator is confused, and can usually be solved before the problem grows. The possibility increases. However, since the corresponding partner (person in charge) changes for the customer, it becomes easy to lose credibility. In addition, if the supporter does not accurately grasp the conversation so far, the same question and answer may be repeated, which may be troublesome for the customer and conversely become a problem. There is a problem that there is.

  Also, advice can be sent in text to the operator using a chat program. However, it takes time for the supporter to input the advice contents with the keyboard and the operator to decode the contents, and there is a problem that the advice may not be performed at an appropriate timing.

  Accordingly, the present invention has been made to solve the above-described problem, and an object of the present invention is to provide an operator management system that promptly provides voice advice to an operator when an abnormality occurs in the operator's conversation. To do.

  An operator management system disclosed in the present application is a line branching unit that branches connection lines of the operator terminal, the management terminal, and an external telephone in an operator management system including a plurality of operator terminals and a management terminal that manages the operator terminals. Is provided. Further, the conversation voice information is connected to the operator terminal and the connection line of the external telephone so as to be able to transmit and receive each other. Further, connection control means for connecting the conversation voice information so that the management terminal can receive the connection voice line of the management terminal, and connecting the management voice information transmitted from the management terminal so as to be transmitted only to the operator terminal. Is provided. Furthermore, connection switching means for switching the connection of each line branched by the line branching means based on the control of the connection control means.

  As described above, the operator management system disclosed in the present application connects the conversation voice information of the operator terminal and the connection line of the external telephone so as to be able to transmit and receive each other. In addition, the connection line of the management terminal is connected so that the conversation voice information can be received by the management terminal, and the management voice information transmitted from the management terminal can be transmitted only to the operator terminal. By doing so, there is an effect that the advice can be sent gently with the voice information so that only the operator can hear it without sending the voice information to the external telephone.

In addition, since the operator can respond to the end without the administrator acting as a proxy, the possibility of losing the reliability of the conversation partner is reduced.
Furthermore, since advice is not sent by a visual method but advice is sent by an auditory method, information can be transmitted immediately, and advice can be given at an appropriate timing.

  Furthermore, it is very important in the operator's work, and it is difficult to convey subtle nuances such as the tone that is an element that influences the other party's emotions with visual information. However, by providing advice with audio information, it is possible to convey subtle nuances such as tone and emotion.

The management voice information transmitted from the management terminal is output from one speaker of the headset connected to the operator terminal, and the conversation voice information transmitted from the external telephone is output from the other speaker. Also good.
Further, when the headset connected to the operator terminal is a single-ear type, management voice information and conversation voice information may be output from the one speaker.

  So far, the present invention has been shown as a system. However, as will be apparent to those skilled in the art, the present invention can be understood as an apparatus, a method, and a program. These outlines of the invention do not enumerate the features essential to the present invention, and a sub-combination of these features can also be an invention.

  In other words, a method, an apparatus, a circuit, a system, a computer program, a recording medium, a data structure, etc., in which an operator management system component or any combination of components disclosed in the present application is applied is also effective as another aspect. is there.

  Embodiments of the present invention will be described below. The present invention can be implemented in many different forms. Therefore, the present invention should not be construed based only on the description of the present embodiment. Also, the same reference numerals are given to the same elements throughout the present embodiment.

  In the following embodiments, the system will be mainly described. However, as will be apparent to those skilled in the art, the present invention can also be implemented as an apparatus, a method, and a program for operating a computer. In addition, the present invention can be implemented in hardware, software, or hardware and software embodiments. The program can be recorded on any computer-readable medium such as a hard disk, CD-ROM, DVD-ROM, optical storage device, or magnetic storage device. Furthermore, the program can be recorded on another computer via a network.

(First embodiment of the present invention)
An operator management system according to the present embodiment will be described with reference to FIGS.
(1. Configuration)
FIG. 1 is a system outline diagram of an operator management system according to the present embodiment. The operator 3 (3 _{1 to} 3 _n ) has a call function and has a conversation with the customer 2 on the external telephone 100 using the operator terminal 200 that collects and displays various information related to the conversation. The manager 4 has a call function, displays various information about the operator 3, and manages a plurality of operators 3 _{1 to} 3 _n using a management terminal 300 that instructs the operator 3.

  The server 400 analyzes the conversation information while storing conversation information between the operator 3 and the customer 2. The analysis result is displayed on the management terminal 300, and the manager 4 can monitor whether or not an abnormality has occurred in the conversation information of the operator 3. When an abnormality is detected, the management terminal 300 issues a line connection mode switching instruction so that voice information can be sent only to the operator terminal 200. When the connection line is switched, the manager 4 grasps the contents of the conversation so far and transmits appropriate advice to the operator 3 as voice information. At this time, text information may also be transmitted. Also, when the line connection cannot be switched normally, the advice may be transmitted using text information.

FIG. 2 is an operation outline diagram of the operator management system when an abnormality occurs in the conversation. FIG. 2A is a diagram illustrating a case where a complaint occurs in a conversation between the customer 2 and the operator 3. The manager 4 monitors the conversations of the plurality of operators 3 _{1 to} 3 _n at the management terminal 300 via the server 400. When the complaint sign is notified, the conversation information of the corresponding operator 3 and The operation screen of the operator terminal 200 is confirmed on the management terminal 300.

  FIG. 2B is a diagram illustrating a case where the voice information of the manager 4 is transmitted to the operator terminal 200 by switching the line. When the administrator 4 confirms that a complaint has occurred as a result of confirming the conversation information of the operator 3 and the operation screen of the operator terminal 200, the administrator 4 instructs the switching of the connection line mode. Here, by switching the connection line, the voice information of the manager 4 is not transmitted to the external telephone 100 of the customer 2 but only to the operator terminal 200. The operator 3 listens to the advice transmitted from the manager 4 while continuing the conversation with the customer 100.

  At this time, advice may be transmitted using text information. Also, when the line cannot be switched for some reason or when voice information cannot be transmitted (for example, when the administrator 4 sends advice to the other operator by voice information), the text information is also used. Advice may be sent.

  FIG. 2C is a diagram illustrating a case where the handling of the complaint is completed. The operator 3 listens to (or looks at) the advice transmitted from the management terminal 300 and takes an appropriate action on the complaint of the customer 2, so that the problem can be solved before the problem grows.

  FIG. 3 is a schematic diagram illustrating a configuration of a switching device that switches connection lines. The line switching device 500 is connected to a plurality of auto dialing control devices 600 and a general telephone 700, and is a device that switches connection lines. The auto dialing control device 600 is connected to the operator PC 610 via a USB interface. The operator 3 can make a call via the headset by operating the operator PC 610 with a mouse, a keyboard, or the like while referring to the display, like a normal personal computer operation. Conversation information generated as the conversation progresses (for example, conversation voice information and business screen information) is stored in the server 400 as conversation information by the function of the operator PC 610.

  The line switching apparatus 500 is connected to the server 400 via the USB interface, and switches the connection line based on the instruction information from the management terminal 300 (details of the connection line switching control operation will be described later). . Further, the line switching apparatus 500 is cascade-connected, and a plurality of managers 4 can perform switching control of connection lines in the same manner as described above.

  The switched connection line is branched by the voice preemption adapter 710 or the auto dialing control device 600, so that conversation voice information is appropriately transmitted and received according to the set connection line mode. The voice intercepting adapter 710 is an adapter for branching conversation voice information transmitted and received between the external telephone 100 and a general telephone. The branching of conversation voice information exchanged between the external telephone 100 and the operator terminal 200 is performed by the auto dialing control device 600.

FIG. 4 is a hardware configuration diagram of a computer used in the operator management system according to the present embodiment. The computer 40 includes a CPU (Central Processing Unit) 41, a RAM (Random Access Memory) 42, a ROM (Read Only Memory) 43, a flash memory 44, and an HD (Hard Disk) 45 which is an external storage device. A LAN (Local Area Network) card 46, a mouse 47, and a keyboard 48 are provided. Furthermore, a video card 49, a display 49a which is a display device electrically connected to the video card 49, a sound card 50, and a speaker 50a which is a sound output device electrically connected to the sound card 50 are provided. Furthermore, a drive 51 for reading and writing a storage medium such as a flexible disk, CD-ROM, DVD-ROM or the like is provided.
Note that the above hardware configuration is merely an example, and it is natural that the components can be changed.

  FIG. 5 is a functional block diagram of the operator management system according to the present embodiment. The operator management system 1 includes an external telephone 100, an operator terminal 200, a management terminal 300, a server 400, a switching unit 510, and a branching unit 520.

The external telephone 100 includes a receiving unit 110 and a transmitting unit 120.
The incoming call unit 110 performs processing for receiving outgoing call information that has been called from the operator terminal 200 and other devices having a call function.

The transmission unit 120 performs a process of calling the operator terminal 200 and other devices having a call function and transmitting the transmission information, and a process of transmitting the transmission information to the management terminal 300 as necessary. I do.
The operator terminal 200 includes a transmission unit 210, a reception unit 220, a conversation information collection unit 230, and a display control unit 240.

The transmitting unit 210 performs a process of making a call to the external telephone 110 and transmitting the transmission information, and a process of transmitting the transmission information to the management terminal 300 as necessary.
The incoming call unit 220 performs a process of receiving outgoing information called from the external telephone 110 and a process of receiving outgoing information from the management terminal 300 as necessary.

  The conversation information collection unit 230 performs a process of collecting conversation information between the operator 3 and the customer 2. The collected conversation information is stored in the conversation state storage unit 410, the voice information storage unit 420, and the screen information storage unit 412 of the server 400, respectively.

  The display control unit 240 performs processing for displaying conversation information collected by the conversation information collection unit 230, script information registered in the server 400, message information input from the management terminal 300, and the like. The conversation information includes, for example, conversation contents and conversation time. The script information is information indicating the flow of conversation, and the operator 3 advances the conversation with the customer 2 while referring to the script information. The message information is message information input by the administrator 4 and includes advice for proceeding with the conversation with the customer 2. The operator 3 advances the conversation with the customer 2 while referring to this message.

  The server 400 includes a conversation state storage unit 410, a voice information storage unit 411, a screen information storage unit 412, a script information storage unit 413, a message information storage unit 414, a conversation information analysis unit 420, and a connection control unit 430.

The conversation state storage unit 410 is a storage unit that stores information indicating the state of the current conversation between the operator 3 and the customer 2. The conversation state is, for example, a state such as conversation time or presence / absence of a complaint.
The voice information storage unit 411 is a storage unit that stores conversation voice information in which a conversation between the operator 3 and the customer 2 is recorded.

  The screen information storage unit 412 is a storage unit that stores, as screen information, an image obtained by capturing a business screen displayed on the operator terminal when the operator 3 is talking to the customer 2. This screen information is stored in association with the conversation voice information stored in the voice information storage unit 411 in terms of time.

  The script information storage unit 413 is a storage unit that stores a script indicating the flow of conversation. The script information is registered in advance before the business is started, and the operator 3 advances the conversation with the customer 2 based on the script information. Various scripts are registered according to the business contents.

  The message information storage unit 414 is a storage unit that stores message information input from the management terminal 300. The message input at the management terminal 300 is advice from the administrator 4 to the operator 3.

  The conversation information analysis unit 420 performs processing for analyzing conversation information based on information stored in the conversation state storage unit 410. For example, if necessary, it is analyzed whether there is a sign of an abnormality in the conversation based on information such as the conversation time and the ratio of the conversation time between the operator 3 and the customer 2. Further, if necessary, it is analyzed whether there is a sign that an abnormality occurs in the conversation based on information input from the operator. Furthermore, a process of extracting a predetermined keyword from the conversation content is performed as necessary.

The connection control unit 430 performs connection line switching control based on the connection line mode input from the management terminal 300. Although various modes are included in the connection line mode, here, for example, the connection lines of the operator terminal 200 and the external telephone 100 are connected so that the respective conversation voice information can be transmitted and received. As for the connection line of the management terminal 300, the management terminal 200 is connected so that the conversation voice information can be received, and the management voice information transmitted from the management terminal 200 is connected only to the operator terminal 200 so as to be transmitted (advice Mode).
The management terminal 300 includes an input unit 310, a display control unit 320, and a voice input / output unit 330.
The input unit 310 performs processing for inputting a message to the operator 3, input of a connection line mode, and other instruction information.

  The display control unit 320 performs processing for displaying the conversation states of the plurality of operators 3 based on the information analyzed by the conversation information analysis unit 420. At this time, the operator 3's conversation at the sign of occurrence of abnormality is notified and displayed. Further, during the monitoring of the administrator 4, the captured business screen displayed on the operator terminal 200 is intermittently read and displayed. Furthermore, when confirming the conversation information so far of the operator 3 who is considered to have an abnormality, the screen information stored in the screen information storage unit 412 is stored in the voice information storage unit 411. Display according to the playback speed of conversation voice information.

  The voice input / output unit 330 receives conversation voice information transmitted from the transmission unit 120 of the external telephone 110 and the transmission unit 210 of the operator terminal 200. When the line is connected in the advice mode, the management voice information of the manager 4 is further transmitted to the incoming unit 220 of the operator terminal 200.

The switching unit 510 switches connection lines based on the control of the connection control unit 430. The switching unit 510 is a processing unit corresponding to the line switching apparatus 500 in FIG.
The branching unit 520 is a processing unit that branches each connection line of the external telephone 100, the operator terminal 200, and the management terminal 300. The processing unit of the voice intercepting adapter 710 or the auto dialing control device 600 in FIG. It corresponds to.

(2. Operation)
(2-1 Operation of operator terminal)
FIG. 6 is a flowchart showing the operation of the operator terminal in the operator management system according to this embodiment.
First, an incoming call from the external telephone 100 or a call to the external telephone is performed (step S601). In the case of an incoming call from the external telephone 100, the conversation contents such as inquiries, orders, and complaints are mainly used. In the case of an outgoing call to the external telephone 100, the conversation contents are mainly sales promotion. Corresponding script information is read from the server 400 according to the conversation contents and the conversation partner customer 2 and displayed on the display 109a of the operator PC 610 (step S602). When a conversation is started between the customer 2 and the operator 3, conversation state information relating to the state of the conversation is collected and stored (step S603). The conversation voice information transmitted and received between the external telephone 100 and the operator terminal 200 and the business screen displayed on the operator terminal 200 (display 109a of the operator PC 610) are intermittently captured and stored (step S604).

  Here, the display screen of the operator terminal 200 will be described. FIG. 7 is a diagram illustrating an example of a display screen of the operator terminal in the operator management system according to the present embodiment. The display area 750 includes a message display area 751 for displaying a message from the administrator 4 and a script display area 752 for displaying script information. In addition, a call button 753 for making a call to the external telephone 100 and a disconnect button 754 for cutting the call are provided.

  For example, when making a call to an arbitrary customer 2 for sales promotion, the operator 3 selects a telephone number (not shown) and presses the call button 753 with a mouse or the like. At this time, the conversation proceeds with the script information for sales promotion displayed in the script display area 752. As the conversation progresses, the information displayed in the script display area 752 also changes. In addition, various information regarding the conversation state is stored in the server 400, and conversation voice information and screen information are stored.

  Returning to FIG. 6, the operator 3 checks a question and answer that may cause an abnormality in the conversation as necessary (step S <b> 605). Since this process is performed as necessary, it is not an indispensable process, but it is preferable that this process is also performed so that the administrator 4 can promptly send advice.

  The process in step S605 will be described in detail. FIG. 8 is a second diagram illustrating an example of an operator terminal display screen in the operator management system according to the present embodiment. In FIG. 8, the questions and answers in the conversation content are displayed in a list in chronological order. This list of questions and answers is added in real time as the conversation progresses.

  In the figure, “o:” is the conversation content of the operator 3, and “review:” is the conversation content of the customer 2. According to the content of the conversation, the conversation progressed without any problem until the question and answer of No. 3, but the response of the customer 2 changed from the question and answer of No. 4, and after the question and answer of No. 5, a complaint occurred. ing. This is because in the question-and-answer session of item No. 4, even though the operator 3 made a mistake and called the customer 2 at an inconvenient time zone, he made excuses without apology.

While continuing the conversation, the operator 3 looks back at his / her response and checks the question and answer check column for the item number 4 where there is a sign that a complaint occurs or the item number 5 where a complaint begins to occur (the difference in the figure). Check the column. The conversation information collecting unit 230 collects the check state and stores it in the conversation state storage unit 410, and also indicates that the management terminal 300 has an indication that an abnormality occurs in the conversation of the operator 3, or that an abnormality has occurred. Informed. The administrator 4 confirms the conversation state of the operator 3 based on the notified information, and sends a coping method for the generated complaint as advice.
Details of the keyword string in FIG. 8 will be described later.

  Further, when the process in step S605 is not performed, the management terminal 300 is notified of a sign that an abnormality has occurred based on the conversation time, the ratio of the conversation time between the customer 2 and the operator 3, the request from the operator 3, and the like. You may do it. Furthermore, the administrator 4 may periodically check the conversation of the operator 3 to detect signs that an abnormality has occurred.

Furthermore, when the sound quality such as the fundamental frequency and the sound pressure level of the customer 2 is measured and the sound quality becomes high by comparing the sound quality with a predetermined threshold, it is determined that the customer 2 is in an excited state. A sign of occurrence may be detected.
Furthermore, the time point when the sound quality changes may be detected, and the moment when the change is detected may be detected as a sign that an abnormality has occurred.

  Returning to FIG. 6, following the process of step S605, it is determined whether audio information from the management terminal 300 has been received (step S606). When the voice information is received, since it is an advice from the administrator 4, the conversation information of the operator 3 based on the advice is transmitted to the external telephone 100 (step S607). In other words, we deal with complaints according to advice. At this time, the advice content is not transmitted to the external telephone 100.

  As shown in FIG. 7, the advice from the administrator 4 includes text advice and voice advice. When the line is switched so that voice information can be transmitted only from the management terminal 300 to the operator terminal 200, it is possible to send advice quickly and accurately by sending advice by voice. The advice sent by voice is received by the receiving unit 220 of the operator terminal 200 and can be heard from one ear of the headset. In addition, more accurate advice is possible by giving it at the same time as text advice.

  If the line is not switched so that voice information can be transmitted only from the management terminal 300 to the operator terminal 200, advice can be sent by text. The advice sent in text is displayed in the message display area 751 of the operator terminal 200 and can be visually confirmed.

  Returning to FIG. 6, when the complaint is successfully dealt with, it is determined whether or not the conversation is finished (step S608). If the conversation is not finished, the process returns to step S603 and the conversation information is continuously collected. . If the conversation has ended, the disconnection button 754 is pressed to disconnect the connection line (step S609), and the process ends.

(2-2 Operation of management terminal)
FIG. 9 is a flowchart showing the operation of the management terminal in the operator management system according to the present embodiment. First, the conversation state of each operator 3 is displayed and monitored (step S901). For any operator, it is determined whether a sign that the conversation is abnormal or a conversation abnormality has been notified (step S902). If an abnormal conversation has not been notified, the process returns to step S901 to continue monitoring. If an abnormal conversation is notified, the current conversation information between the operator 3 and the customer 2 is received and the conversation content is confirmed (step S903). As a result of the confirmation, it is determined whether or not an abnormal conversation has occurred (step S904). If not, the process returns to step S901 and monitoring is continued. However, at this time, since it is notified as an abnormal conversation once, it is better to monitor the operator who has been notified of the abnormality intensively during monitoring.

  Here, the monitoring of the administrator 4 will be described. FIG. 10 is a diagram illustrating an example of a display screen of the management terminal in the operator management system according to the present embodiment. In the area 1001, buttons are arranged in association with the operator terminal 200. Here, since ten operator terminals 200 are managed, ten buttons are arranged. Each button changes color depending on the length of conversation time. If the conversation time is long, there is a high possibility that a complaint has occurred, so the manager 4 can easily monitor the operator terminal 200 with a long conversation time. In addition, regarding the operator terminal 200 that is in the sign of occurrence of an abnormality, or the button corresponding to the operator terminal 200 in which an abnormality has occurred, the color may be changed, blinking, or the like so that it can be understood. By doing so, it is possible to notify the manager 4 of the abnormality of the conversation.

  When a button arranged in the area 1001 is pressed with a mouse or the like, the display screen of the corresponding operator terminal 200 is displayed in the area 1002 and the contents can be confirmed. When the “current screen” button is pressed, the current business screen of the corresponding operator terminal is displayed, and when the “return” or “forward” button is pressed, the screen information saved in the previous conversation is displayed.

Returning to FIG. 9, when an abnormal conversation occurs in step S904, the previous conversation information of the operator 3 in which the abnormal conversation has occurred is output (step S905).
Here, the output process in step S905 will be described. When an abnormal conversation occurs, the manager 4 needs to send advice to the operator 3 promptly and accurately. However, if the administrator 4 does not grasp the process of the abnormal conversation, the manager 4 gives appropriate advice. I can't send it. Therefore, based on the information stored in the voice information storage unit 411 and the screen information storage unit 412, the process of the conversation so far is output. Since the manager 4 is required to respond quickly, there is no time to confirm all the conversations so far. For this reason, the conversation information is output in such a manner that the outline of the conversation can be confirmed.

  A technique for storing a call history or the like in a call center system is disclosed (for example, Japanese Patent Application Laid-Open No. 2007-251488). The technique disclosed in Japanese Patent Application Laid-Open No. 2007-251488 can store a history with a low data amount by storing intermittent image data and conversation text information in a database according to temporal correspondence. However, this technique is insufficient from the viewpoint of quickly grasping the conversation contents, and has a problem that the outline of the conversation cannot be confirmed within a limited time.

  In the present embodiment, in order to confirm the outline of the conversation in a short time, the conversation voice information stored in the voice information storage unit 411 is reproduced quickly and the corresponding screen stored in the screen information storage unit 412 is used. Information is switched and displayed in accordance with the playback speed of the conversation voice information. By doing so, you can check the outline of the conversation so far like a picture-story show.

  Further, by using the question and answer list information shown in FIG. As described with reference to FIG. 8, the operator 3 checks the question and answer in which a sign that a complaint has occurred and the question and answer in which a complaint has occurred. The manager 4 displays this list information on the management terminal 300, and confirms only the conversation contents after the question-and-answer session (the question-and-answer session after item number 4 in FIG. 8) in which the sign of the occurrence of the complaint appears. By doing so, it is possible to respond quickly without unnecessary check work.

Furthermore, in order to perform a quick response, the question and answer keyword checked in FIG. 8 is confirmed. In the keyword, only a character string corresponding to a predetermined part of speech (for example, a noun and a verb) in the conversation is extracted and displayed. The extraction of the character string is performed by the conversation information analysis unit 420. Specifically, conversation voice information can be converted into character information, and the converted character information can be extracted by morphological analysis. The manager 4 confirms only the keyword and grasps a certain amount of conversation content. When it cannot be grasped, it is grasped by referring to the conversation voice information and the screen information as described above. By doing so, the time for the administrator 4 to grasp the conversation content can be shortened, and more prompt response can be made.
The part of speech extracted as a keyword may be arbitrarily set according to the situation.

  Returning to FIG. 9, when the conversation information is output in step S905 and the administrator 4 confirms the content of the conversation so far, the connection line mode is changed to the advice mode in which the voice information can be transmitted only to the operator terminal 200. An input is performed (step S906).

  Here, the connection line mode will be described. FIG. 11 is a schematic diagram showing connection lines of an external telephone, an operator terminal, and a management terminal. The arrows in the figure indicate the direction in which audio information flows. In a region 1004 of FIG. 10, buttons corresponding to each mode are arranged. When a button 1005 is pressed, the connection line is controlled to open all lines. When the button 1006 is pressed, the operator terminal 200 and the external telephone 100 transmit / receive conversation voice information to / from each other, and the connection line is controlled so that the management terminal 300 only receives each conversation voice information (the normal mode is set). ). At this time, in FIG. 11, the lines (1), (2), (3), and (5) are open.

  When the button 1007 is pressed, as in the case of the button 1006, the operator terminal 200 and the external telephone 100 transmit / receive conversation voice information to / from each other, and the management terminal 300 receives each conversation voice information. Further, the connection line is controlled so that the management voice information from the management terminal 300 is transmitted only to the operator terminal 200 (advice mode). At this time, in FIG. 11, the lines (1) to (5) are open.

  When the button 1008 is pressed, in addition to the button 1007, the connection line is controlled so that the management voice information from the management terminal 300 is transmitted to the operator terminal 200 and the external telephone 100 (the support mode is set). That is, a call between three parties can be performed. At this time, in FIG. 11, the lines (1) to (6) are open.

  When the button 1009 is pressed, the management terminal 300 and the external telephone 100 transmit / receive conversation voice information to / from each other, and the connection line is controlled so that the operator terminal 200 only receives each conversation voice information (the proxy mode is set). ). That is, the manager 4 corresponds to the operator 3 instead. At this time, in FIG. 11, the lines (1), (4), (5), and (6) are open.

When the button 1010 is pressed, the management terminal 300 and the operator terminal 200 can transmit / receive conversation voice information to / from each other, and the conversation line information can be transmitted from the external telephone 100 to each terminal, but the connection line is controlled so that it cannot be received. (Operation mode is set). That is, the operator 3 and the manager 4 hold a strategy meeting so that the customer 2 does not know. At this time, in FIG. 11, the lines (1), (3), (4), and (5) are open.
When the button 1011 is pressed, all lines are closed.

  Returning to FIG. 9, it is confirmed whether or not the line connection is controlled in the advice mode input in step S906 (step S907), and if the connection is successful, the operator terminal 200 receives voice information and / or text information. The advice is transmitted (step S908). If the line is not normally connected, advice is sent as text information (step S909). When sending advice in text, processing is performed using the area 1003 in FIG.

  In the area 1003 of FIG. 10, a message can be transmitted to the operator terminal 200 by inputting advice content and pressing a message transmission button. The transmitted message information is stored in the message information storage unit 414 and displayed in the message display area 751 of FIG. At this time, when requesting the operator terminal 200 to transmit a confirmed message, check the confirmed request.

  Returning to FIG. 9, if the conversation abnormality can be processed based on the transmitted advice, it is determined whether or not to end the work (step S910). If not, the process returns to step S901 and monitoring is performed. continue. When the job is to be terminated, the program is shut down and the process is terminated.

(2-3 Server operation)
FIG. 12 is a flowchart showing the operation of the server in the operator management system according to this embodiment. First, script information indicating the flow of conversation for each job is registered in the script information storage unit 413 (step S1201). Information about the conversation state collected at the operator terminal 200 is stored in the conversation state storage unit 410 (step S1202). The information related to the conversation state includes, for example, information such as the conversation time, the ratio of the conversation time between the operator 3 and the customer 2, the presence / absence of conversation abnormality, and the like. Along with storing information related to the conversation state, conversation voice information and screen information from the operator terminal 200 are stored in the voice information storage unit 411 and the screen information storage unit 412 respectively (step S1203). At this time, conversation voice information and screen information are stored in association with each other.

  The conversation information analysis unit 420 analyzes the conversation state and transmits the analysis result to the management terminal 300 (step S1204). At the management terminal 300 to which the analysis result has been transmitted, the current conversation state is confirmed by the manager 4 and it is determined whether there is a sign of abnormality in the conversation or whether an abnormality has occurred (step S1205). If it is determined that there is no abnormality, the process returns to step S1202, and the conversation state is continuously stored. When it is determined that there is a sign of abnormality in the conversation or that an abnormality has occurred, the conversation voice information and the corresponding screen information in the previous conversation are sent to the management terminal 300 based on an instruction from the management terminal 300. Transmit (step S1206).

  At the management terminal 300 to which the conversation voice information and the screen information are transmitted, the manager 4 confirms the content and process of the conversation so far, and performs an input operation for switching the line to a predetermined mode. In the present embodiment, it is assumed that instruction information for switching to the advice mode is input. Then, it is determined whether there is a connection line change instruction (step S1207). If there is a change instruction, control is performed to switch the connection line based on the instruction information (step S1208).

  Here, switching of connection lines will be described. FIG. 13 is a diagram illustrating a connection line in the advice mode. In FIG. 13A, an external telephone 100, an operator terminal 200, and a management terminal 300 are connected via a voice preemption adapter 710 as a branching unit 520 or an auto dialing control device 600, respectively. In the advice mode, as shown in FIG. 13A, the external telephone 100 and the operator terminal 200 are connected so that conversation voice information can be transmitted and received mutually. The management terminal 300 is connected so as to be able to receive each conversation voice information. Management voice information (voice information such as advice to the operator) transmitted from the management terminal 300 is transmitted only to the operator terminal 200 and can be heard only by the operator 3.

  FIG. 13B is a diagram showing in detail the state of the connection line in FIG. In FIG. 13B, when a mode change instruction is received, the mode switch is turned ON and the line is switched to the advice mode.

  Before the line is switched, the conversation voice information of the customer 2 is transmitted from the microphone of the external telephone 100 to the right speaker of the headset of the operator terminal 200 and the right speaker of the headset of the management terminal 300. The conversation voice information of the operator 3 is transmitted from the microphone of the headset of the operator terminal 200 to the speaker of the external telephone 100 and the left speaker of the headset of the management terminal 300.

  After the line is switched, the management voice information of the manager 4 is transmitted from the microphone of the headset of the management terminal 300 to the left speaker of the headset of the operator terminal 200. That is, the operator 3 listens to the management voice information of the manager 4 with the left ear while listening to the conversation voice information of the customer 2 with the right ear. The manager 4 listens to the conversation voice information of the operator 3 with the left ear while listening to the conversation voice information of the customer 2 with the right ear.

In FIG. 13B, the left and right sides may be reversed.
In addition, when using a one-ear type headset, the sound may be mixed and heard.

  Here, the connection line switching operation will be described. FIG. 14 is a sequence diagram showing an operation when switching the connection line. First, the line is opened as a preparation stage. An inquiry signal for inquiring about the line status is transmitted, and the result is received as a status notification. This inquiry process is performed for the number of lines, and an arbitrary line to be connected is released. Voice information can be transmitted and received when the line is opened. When there is no need to open any line, close the line and end.

  Returning to FIG. 12, when the connection line is switched in step S1208, it is determined whether or not message information is transmitted from the management terminal 300 (step S1209). When message information is transmitted, the message information transmitted to the message information storage unit 414 is stored, and the message information is transmitted to the operator terminal 200 (step S1210). The operator 3 refers to the voice information and / or message information transmitted as advice from the management terminal 300 and responds to a conversation abnormality such as a complaint.

  When post processing such as conversation abnormality is completed, it is determined whether or not to end the business (step S1211). If the business is not terminated, the process returns to step S1202 to continue storing the conversation state. When the job is to be terminated, the program is shut down and the process is terminated.

  In addition, when the manager 4 grasps the contents of the conversation so far, the conversation contents so far may be forwarded or listened at all at a standard speed, or the voice information is converted into a character string and converted. The character string may be decoded and understood as a sentence. Preferably, as described above, only the question and answer that seems to be the cause of the abnormality is reproduced quickly and the screen information is slide-displayed to grasp the content of the conversation. More preferably, only the question and answer that seems to be the cause of the abnormality is referred to, and only the keywords are used to grasp the content of the conversation.

In addition, extraction of questions and answers that are considered to be the cause of anomaly, such as the conversation time, the ratio of the conversation time between the operator 3 and the customer 2, the time required for one question and answer, the number of questions and answers within an arbitrary time, etc. Based on the information, extraction may be performed by performing a comparison process with an arbitrary threshold value in the system. Further, it may be extracted based on the time when the operator 3 and the customer 2 uttered at the same time, the time when there is no utterance at the same time, or the like.
Furthermore, as an abnormal conversation, for example, a case where a complaint occurs as described above, a case where a one-sided push sale is performed, and the like are included.

  As described above, according to the operator management system according to the present embodiment, the conversation voice information is connected to the operator terminal and the connection line of the external telephone so as to be able to transmit and receive each other. In addition, the connection line of the management terminal is connected so that the conversation voice information can be received by the management terminal, and the management voice information transmitted from the management terminal can be transmitted only to the operator terminal. By doing so, there is an effect that the advice can be sent gently with the voice information so that only the operator can hear it without sending the voice information to the external telephone.

In addition, since the operator can respond to the end without the administrator acting as a proxy, the possibility of losing the reliability of the conversation partner is reduced.
Furthermore, since advice is not sent by a visual method but advice is sent by an auditory method, information can be transmitted immediately, and advice can be given at an appropriate timing.

  Furthermore, it is very important in the operator's work, and it is difficult to convey subtle nuances such as the tone that is an element that influences the other party's emotions with visual information. However, by providing advice with audio information, it is possible to convey subtle nuances such as tone and emotion.

  Furthermore, when an abnormality occurs in the conversation, the screen information displayed on the operator terminal at the time of the conversation is displayed by slide switching, and the conversation voice information is output at a reproduction speed corresponding to the display. By doing so, the contents of the conversation so far can be confirmed by associating the screen information with the voice information, and the outline of the conversation contents can be confirmed in a short time like a picture-story show. Effect that the person can send appropriate advice.

  Furthermore, a list of question and answer information in the conversation information is displayed, and the question and answer information that causes the abnormality of the conversation is extracted, and the extracted question and answer information is preferentially output. By doing so, it is possible to quickly confirm the cause of the abnormality in the question-and-answer session in the entire conversation, and the manager can send an appropriate advice to the operator with an immediate response.

  Furthermore, conversation voice information is converted into character information, the converted character information is morphologically analyzed, a character string corresponding to a predetermined part of speech is extracted from the analyzed character information, and the extracted character string is associated with a question and answer indicate. By doing so, you can check only the keywords that seem to be the cause of the abnormal conversation first, and then check the details of the relevant question and answer information preferentially, so the content of the conversation so far is more urgent There is an effect that can be grasped.

  Although the present invention has been described with the above-described embodiments, the technical scope of the present invention is not limited to the scope described in the embodiments, and various modifications or improvements can be added to these embodiments. And embodiment which added such a change or improvement is also contained in the technical scope of the present invention. This is apparent from the claims and the means for solving the problems.

(Other embodiments)
The following additional notes will be given regarding the embodiment.
(Appendix 1) In an operator management system comprising a plurality of operator terminals and a management terminal for managing the operator terminals, line branching means for branching connection lines of the operator terminals, the management terminals, and external telephones, and the operator terminals And the connection line of the external telephone so that the respective conversation voice information can be transmitted and received mutually, and the connection terminal of the management terminal is connected so that the conversation terminal can receive the conversation voice information, and the management line Connection control means for connecting the management voice information transmitted from the terminal so as to be transmitted only to the operator terminal, and connection switching for switching the connection of each line branched by the line branching means based on the control of the connection control means An operator management system comprising means.

  (Supplementary note 2) In the operator management system according to supplementary note 1, conversation voice information transmitted and received by the operator terminal and an external telephone, and a screen displayed on the operator terminal when the conversation voice information is generated The conversation information storage means for associating and storing the information as conversation information, the abnormality notification means for notifying the abnormality of the conversation in the conversation information, and the conversation information storage means based on the notification information notified by the abnormality notification means. An operator management system comprising: a conversation information output unit that outputs the stored conversation voice information and slide-displays the screen information at a speed corresponding to a reproduction speed of the conversation voice information.

  (Supplementary note 3) In the operator management system according to supplementary note 2, a list display means for displaying a list of question and answer information in the conversation information stored in the conversation information storage means, and a question and answer information displayed by the list display means An anomaly extraction means for extracting question and answer information that causes the occurrence of an abnormal conversation, and the conversation information output means prioritizes the conversation information corresponding to the question and answer information extracted by the anomaly extraction means. Output operator management system.

  (Supplementary note 4) In the operator management system according to supplementary note 3, the character conversion means for converting the conversation voice information into character information, the character analysis means for morphological analysis of the character information converted by the character conversion means, and the character analysis A character string extraction means for extracting a character string corresponding to a predetermined part of speech from the character information analyzed by the means, wherein the list display means displays a list of question and answer information and the character string extraction means extracts An operator management system that displays character strings in association with the questions and answers.

  (Supplementary note 5) In an operator management method for managing a plurality of operator terminals at a management terminal, the operator terminal, the management terminal, and an external telephone connected by branching connection lines, the operator terminal, and the operator terminal For the connection line of the external telephone that is connected so as to be able to communicate with each other, the respective conversation voice information is connected so as to be able to transmit and receive each other, and for the connection line of the management terminal, the conversation terminal is connected so that the management terminal can receive the conversation voice information. And a connection control step for connecting the management voice information transmitted from the management terminal so as to be transmitted only to the operator terminal, and a connection switching for switching the connection of the branched lines based on the control of the connection control step. An operator management method including steps.

  (Supplementary note 6) In the operator management method according to supplementary note 5, conversation voice information transmitted and received by the operator terminal and an external telephone, and a screen displayed on the operator terminal when the conversation voice information is generated A conversation information storing step for storing information in association with the conversation information; an abnormality notification step for notifying an abnormality of the conversation in the conversation information; and the conversation information storage step based on the notification information notified in the abnormality notification step. A conversation information output step of outputting the conversation voice information stored in step S1 and slidingly displaying the screen information at a speed corresponding to the reproduction speed of the conversation voice information.

  (Supplementary note 7) In the operator management method according to supplementary note 6, a list display step for displaying a list of question and answer information in the conversation information stored in the conversation information storage step, and the question and answer information displayed in the list display step And an anomaly extraction step for extracting the question and answer information that causes the occurrence of the anomaly of the conversation, and the conversation information corresponding to the question and answer information extracted in the anomaly extraction step in the conversation information output step Operator management method that gives priority to output.

  (Supplementary note 8) In the operator management method according to supplementary note 7, a character conversion step for converting the conversation voice information into character information, a character analysis step for morphological analysis of the character information converted in the character conversion step, and the character A character string extraction step for extracting a character string corresponding to a predetermined part of speech from the character information analyzed in the analysis step, wherein the list display step displays a list of question and answer information, and the character string extraction step The operator management method in which the character string extracted in step 1 is displayed in association with the question and answer.

  (Supplementary note 9) In an operator management program for causing a computer to function so that a plurality of operator terminals are managed by a management terminal, a connection line of the operator terminal, the management terminal, and an external telephone is branched and connected, and the operator For the connection line of the terminal and the external telephone, each conversation voice information is connected so as to be able to transmit and receive each other, and for the connection line of the management terminal, the management terminal is connected so that the management terminal can receive the conversation voice information. A connection control means for connecting the management voice information transmitted from the management terminal to the operator terminal so as to be transmitted only, and a computer as a connection switching means for switching the connection of each branched line based on the control of the connection control means. Operator management program to function.

  (Supplementary note 10) In the operator management program according to supplementary note 9, conversation voice information transmitted and received by the operator terminal and an external telephone, and a screen displayed on the operator terminal when the conversation voice information is generated Conversation information storage means for associating and storing information as conversation information, abnormality notification means for notifying a conversation abnormality in the conversation information, and stored in the conversation information storage means based on notification information notified by the abnormality notification means An operator management program for causing the computer to function as conversation information output means for outputting the conversation voice information and slidingly displaying the screen information at a speed corresponding to the playback speed of the conversation voice information.

  (Supplementary note 11) In the operator management program according to supplementary note 10, a list display means for displaying a list of question and answer information in the conversation information stored in the conversation information storage means, and the question and answer information displayed by the list display means, The computer functions as an abnormality extracting means for extracting question and answer information that causes a conversation abnormality, and the conversation information output means gives priority to the conversation information corresponding to the question and answer information extracted by the abnormality extracting means. Operator management program to output.

  (Supplementary note 12) In the operator management program according to supplementary note 11, a character conversion unit that converts the conversation voice information into character information, a character analysis unit that performs morphological analysis on the character information converted by the character conversion unit, and the character analysis unit The computer functions as a character string extraction unit that extracts a character string corresponding to a predetermined part of speech from the analyzed character information, and the list display unit displays a list of question and answer information, and the character string extraction unit extracts An operator management program for displaying a character string in association with the question and answer.

It is a system outline figure of an operator management system concerning a 1st embodiment. It is an operation | movement outline | summary figure when abnormality has generate | occur | produced in conversation in the operator management system which concerns on 1st Embodiment. It is a schematic diagram which shows the structure of the switching apparatus which switches the connection line in the operator management system which concerns on 1st Embodiment. It is a hardware block diagram of the computer used with the operator management system which concerns on 1st Embodiment. It is a functional block diagram of the operator management system concerning a 1st embodiment. It is a flowchart which shows operation | movement of the operator terminal in the operator management system which concerns on 1st Embodiment. It is a 1st figure which shows an example of the display screen of the operator terminal in the operator management system which concerns on 1st Embodiment. It is a 2nd figure which shows an example of the display screen of the operator terminal in the operator management system which concerns on 1st Embodiment. It is a flowchart which shows operation | movement of the management terminal in the operator management system which concerns on 1st Embodiment. It is a figure which shows an example of the display screen of the management terminal in the operator management system which concerns on 1st Embodiment. It is a schematic diagram which shows the connection line of the external telephone in the operator management system which concerns on 1st Embodiment, an operator terminal, and a management terminal. It is a flowchart which shows operation | movement of the server in the operator management system which concerns on 1st Embodiment. It is a figure which shows the connection line in the case of advice mode in the operator management system which concerns on 1st Embodiment. It is a sequence diagram which shows operation | movement in the case of switching a connection line in the operator management system which concerns on 1st Embodiment.

Explanation of symbols

1 Operator Management System 2 Customer 3 Operator 4 Administrator 40 Computer 41 CPU
42 RAM
43 ROM
44 Flash memory 45 HD
46 LAN card 47 mouse 48 keyboard 49 video card 49a display 50 sound card 50a speaker / microphone 51 drive 100 external telephone 110 incoming part 120 outgoing part 200 operator terminal 210 outgoing part 220 incoming part 230 conversation information collecting part 240 display control part 300 management Terminal 310 Input unit 320 Display control unit 330 Voice input / output unit 400 Server 410 Conversation state storage unit 411 Audio information storage unit 412 Screen information storage unit 413 Script information storage unit 414 Message information storage unit 420 Conversation information analysis unit 430 Connection control unit 500 Line switching device 510 Switching unit 520 Branching unit 600 Auto dialing control device 610 Operator PC
700 General Telephone 710 Voice Intercepting Adapter 750 Display Area 751 Message Display Area 752 Script Display Area 753 Call Button 754 Disconnect Button

Claims (13)

In an operator management system comprising a plurality of operator terminals and a management terminal for managing the operator terminals,
Line branching means for branching a connection line of the operator terminal, the management terminal, and an external telephone;
For the connection line of the operator terminal and the external telephone, each conversation voice information is connected so as to be able to transmit and receive each other, and for the connection line of the management terminal, the conversation terminal is connected so that the management terminal can receive the conversation voice information. Connection control means for connecting the management voice information transmitted from the management terminal so as to be transmitted only to the operator terminal;
Connection switching means for switching the connection of each line branched by the line branching means based on the control of the connection control means,
The connection control means outputs the conversation voice information inputted to the microphone of the external telephone to one speaker of the operator terminal, and the management voice information inputted to the microphone of the management terminal to the other speaker. An operator management system that controls connection to output. The operator management system according to claim 1,
Conversation information storage means for associating and storing conversation voice information transmitted and received by the operator terminal and an external telephone, and screen information displayed on the operator terminal when the conversation voice information is generated, in association with each other When,
An abnormality notifying means for notifying an abnormality of conversation in the conversation information;
Based on the notification information notified by the abnormality notification means, the conversation voice information stored in the conversation information storage means is output, and the screen information is slide-switched and displayed at a speed corresponding to the playback speed of the conversation voice information. Management system comprising conversation information output means. The operator management system according to claim 2,
List display means for displaying a list of question and answer information in the conversation information stored in the conversation information storage means;
Among the question-and-answer information displayed by the list display means, an abnormality extracting means for extracting the question-and-answer information that causes a conversation abnormality has occurred,
An operator management system in which the conversation information output means preferentially outputs the conversation information corresponding to the question and answer information extracted by the abnormality extraction means. In the operator management system according to claim 3,
Character conversion means for converting the conversation voice information into character information;
Character analysis means for morphological analysis of the character information converted by the character conversion means;
A character string extracting means for extracting a character string corresponding to a predetermined part of speech from the character information analyzed by the character analyzing means,
An operator management system in which the list display means displays a list of question and answer information and displays the character string extracted by the character string extraction means in association with the question and answer. In an operator management method for managing a plurality of operator terminals with a management terminal,
The connection lines of the operator terminal, the management terminal, and the external telephone are branched and connected, and the conversation voice information is connected to the operator terminal and the connection line of the external telephone that is connected to the operator terminal so that a call can be made. Connected to each other so as to be able to transmit and receive each other, and connected to the management terminal so that the conversation voice information can be received by the management terminal, and management voice information transmitted from the management terminal can be transmitted only to the operator terminal A connection control step to connect to,
A connection switching step of switching connection of each branched line based on the control of the connection control step,
In the connection control step, the management voice information input to the microphone of the management terminal is output to the other speaker while outputting the conversation voice information input to the microphone of the external telephone to one speaker of the operator terminal. Management method to control connection to output. The operator management method according to claim 5, wherein
Conversation information storing step of storing conversation voice information transmitted / received by the operator terminal and an external telephone, and screen information displayed on the operator terminal when the conversation voice information is generated in association with each other. When,
An abnormality notification step for notifying conversation abnormality in the conversation information;
Based on the notification information notified in the abnormality notification step, the conversation voice information stored in the conversation information storage step is output, and the screen information is slide-switched at a speed corresponding to the reproduction speed of the conversation voice information. An operator management method including a conversation information output step to be displayed. In an operator management program that causes a computer to function so as to manage a plurality of operator terminals at a management terminal,
Branch the connection line of the operator terminal, the management terminal, and the external telephone, connect the operator terminal and the connection line of the external telephone so that each conversation voice information can be transmitted and received mutually, A connection control means for connecting the conversation voice information so that the management terminal can receive the connection line of the management terminal, and connecting the management voice information transmitted from the management terminal only to the operator terminal;
Based on the control of the connection control means, the computer functions as a connection switching means for switching the connection of each branched line,
The connection control means outputs the conversation voice information inputted to the microphone of the external telephone to one speaker of the operator terminal, and the management voice information inputted to the microphone of the management terminal to the other speaker. An operator management program that controls connection to output. In the operator management program according to claim 7,
Conversation information storage means for associating and storing conversation voice information transmitted and received by the operator terminal and an external telephone, and screen information displayed on the operator terminal when the conversation voice information is generated, in association with each other ,
An abnormality notification means for notifying an abnormality of conversation in the conversation information,
Based on the notification information notified by the abnormality notification means, the conversation voice information stored in the conversation information storage means is output, and the screen information is slide-switched and displayed at a speed corresponding to the playback speed of the conversation voice information. Management program for causing a computer to function as conversation information output means. In an operator management system comprising an operator terminal and a management terminal,
To one of the two received voice output units of the operator terminal, a received voice from an external device that performs voice communication with the operator terminal is output, and the received voice from the external device is voice-communicated with the operator terminal. output to said management terminal for the received voice from the management terminal to conduct pre-Symbol operator terminals and voice communications, relative to the other of said two receiver audio output unit of the operator terminal without outputting to the external device outputs Te, control means for controlling to output the received voice from the operator terminal to the external device and the management terminal,
An operator management system characterized by comprising:   The said control is performed in the state which outputs the received voice from the external apparatus which carries out voice communication with this operator terminal with respect to both of the two received voice output parts of the said operator terminal. The operator management system according to 9.   The operator management system according to claim 9, wherein the control unit executes the control according to an instruction from the management terminal. In the operator terminal
It has two incoming voice output units,
To one of the two received voice output units, the received voice transmitted from the external device that performs voice communication with the operator terminal is output, and the received voice transmitted from the external device is output to the operator terminal. Output to the management device for voice communication,
The reception voice transmitted from the management terminal that performs voice communication with the operator terminal is output to the other of the two reception voice output units without being output to the external device, and the reception voice from the operator terminal is output. Control means for performing control to transmit to the external device and the management terminal ;
An operator terminal characterized by comprising: The received voice transmitted from the external device that performs voice communication with the operator terminal is output to the received voice output unit of one of the operator terminals including the two received voice output units, and transmitted from the external device. Outputting the received voice to a management device that performs voice communication with the operator terminal;
The reception voice transmitted from the management terminal that performs voice communication with the operator terminal is output to the other of the two reception voice output units without being output to the external device, and the reception voice from the operator terminal is output. A control step for performing control to transmit to the external device and the management terminal ;
An operator management method comprising: