JP6197439B2 - Information processing apparatus and information processing system - Google Patents

Description

  The present invention relates to an information processing apparatus and an information processing system.

  2. Description of the Related Art Conventionally, in many public institutions and companies, a call center for receiving calls from customers in a centralized manner is provided. For example, in Patent Document 1, when a call connection is made to reception of a call center device by a mobile phone, the call center device controls the call-connected line if the line is available, and the operator's A technique for connecting to a terminal device is disclosed.

  In addition, technologies such as IVR (Interactive Voice Response) have been developed to automatically input and output information and responses with customers. For example, in Patent Document 2, the exchange automatically makes a call to a telephone number stored in a survey target person database, and when a line is connected, reproduces a message to the target person telephone. Technology is disclosed.

JP 2004-221902 A JP 2000-115405 A

  However, the above technique is not very convenient when a user transmits information. For example, in the technique described in Patent Document 1, the user cannot transmit information to the operator by means other than utterance during a call with the operator. Also, with the technique described in Patent Document 2, when a line is connected, the user can only transmit information to the automatic correspondence system, and cannot talk to a person such as an operator.

  Therefore, the present invention has been made in view of the above problems, and an object of the present invention is to provide new and improved information that enables a user to transmit information more conveniently during a call. A processing apparatus and an information processing system are provided.

In order to solve the above-described problem, according to an aspect of the present invention, a tone signal for monitoring voice data during a call between a first person and a second person and detecting a tone signal included in the voice data A detection unit; a character string specifying unit that specifies one or more character strings corresponding to the detected tone signal; and display control for displaying the specified character string on the second person screen during the call. A voice analysis unit for analyzing the voice of the second person, the content of the inquiry to the first person by the analyzed second person, and the character string specified by the character string specifying part, An information processing apparatus is provided that includes a storage unit that stores the information in association with each other.

  The character string specifying unit may specify a character string corresponding to the tone signal detected by the tone signal detecting unit by referring to a database in which tone signals and character strings are recorded in association with each other.

  The voice data during the call may be voice data in the whole or a part of the talk time between the first person and the second person.

  The character string specifying unit may specify the character string corresponding to the tone signal detected by the tone signal detecting unit in a part of the talk time.

  The display control unit may display the content of the inquiry to the first person and the character string specified by the character string specifying unit together on the second person screen.

  The tone signal detection unit further detects a tone signal included in a voice log in which the voice data is recorded, and the character string specifying unit further specifies a character string corresponding to the tone signal detected from the voice log. May be.

  The first person may be a user and the second person may be an operator.

In order to solve the above problem, according to another aspect of the present invention, voice data during a call between a first person and a second person is monitored, and a tone signal included in the voice data is detected. A tone signal detection unit that performs the detection, a character string specification unit that specifies a character string of one or more characters corresponding to the detected tone signal, and the specified character string displayed on the second person screen during the call A display control unit that performs analysis, a voice analysis unit that analyzes a voice of the second person, a content of an inquiry made to the first person by the analyzed second person, and a character string specifying unit An information processing system is provided that includes a storage unit that stores character strings in association with each other.

  As described above, according to the present invention, a user can transmit information with high convenience during a call.

It is explanatory drawing which showed the example of a structure of the information processing system by each embodiment of this invention. It is explanatory drawing which showed the hardware constitutions of the call center server by the embodiment. It is a functional block diagram showing the configuration of a call center server according to the first embodiment. It is explanatory drawing which showed the example of a display of the screen for operators by the same embodiment. It is explanatory drawing which showed the example of a display of the screen for operators by the same embodiment. It is explanatory drawing which showed the structural example of the database by the embodiment. It is explanatory drawing which showed the structural example of the customer information table by the embodiment. It is explanatory drawing which showed the structural example of the push button information table by the embodiment. It is explanatory drawing which showed the structural example of the audio log by the embodiment. It is the flowchart which showed a part of operation | movement by the embodiment. It is the flowchart which showed a part of operation | movement by the embodiment. 5 is a flowchart showing in detail an operation of display control processing according to the embodiment. It is the functional block diagram which showed the structure of the call center server by 2nd Embodiment. It is explanatory drawing which showed the example of a display of the screen for operators by the same embodiment. It is explanatory drawing which showed the structural example of the audio log by the embodiment. 5 is a flowchart showing in detail an operation of display control processing according to the embodiment.

  Exemplary embodiments of the present invention will be described below in detail with reference to the accompanying drawings. In addition, in this specification and drawing, about the component which has the substantially same function structure, duplication description is abbreviate | omitted by attaching | subjecting the same code | symbol.

Further, the “DETAILED DESCRIPTION OF THE INVENTION” will be described according to the following item order.
1. Comparative example of the present invention 2. Basic configuration of information processing system 3. Detailed Description of Embodiment 3-1. First embodiment 3-2. Second Embodiment 4. Modified example

<1. Comparative Example of the Present Invention>
First, in order to clearly show the characteristics of the present invention, a comparative example of the present invention will be described. As a comparative example of the present invention, a technique of switching between an automatic voice response mode and a call by an operator according to a customer's request when receiving a call from a customer can be considered. The automatic voice response mode is a mode in which, for example, by IVR, a voice guidance registered in advance is transmitted to the customer's telephone, and information is obtained from the customer by causing the customer to press a push button as a response to the voice guidance. It is.

  In this comparative example, for example, temporary reception from the customer is performed in the automatic voice response mode, and when the customer cannot respond in the automatic voice response mode, for example, when the customer desires a more detailed inquiry, the customer and the operator Can be called.

  However, in the comparative example of the present invention, the customer can transmit information by the push button only in the automatic voice response mode, and information cannot be transmitted by the push button when talking with the operator. That is, at the time of a call with the operator, the customer cannot transmit information by means other than utterance. For this reason, for example, in an environment where there are people around, there is a possibility that information transmitted to the operator may be heard by other people, so it is uncomfortable for the customer to transmit personal information such as account number and telephone number to the operator. There is a fear. In addition, the operator may mistake the personal information spoken by the customer. Furthermore, when the customer is unable to speak, the customer may not be able to communicate information to the operator as intended.

  In the comparative example of the present invention, the customer cannot talk to the operator during the automatic voice response mode. For this reason, when the customer wishes to talk to the operator, the customer must wait until the operator can talk to the operator, which may cause dissatisfaction.

  In view of the above circumstances, the call center server 10 according to each embodiment of the present invention has been created. The call center server 10 enables a customer to transmit information with high convenience during a call.

<2. Basic Configuration of Information Processing System>
The present invention can be implemented in various forms as described in detail in “3-1. First Embodiment” to “3-2. Second Embodiment” as an example. In the following, a basic configuration of an information processing system common to such embodiments will be described with reference to FIG.

  As shown in FIG. 1, the information processing system according to each embodiment includes a call center server 10 (information processing apparatus), a public network 12, an operator telephone 20, an operator terminal 22, and a customer telephone 30.

-Call center server 10-
The call center server 10 is a device for managing calls in the call center 2. For example, the call center server 10 allocates a call sent from the customer telephone 30 to the call center 2 to any one of the operator telephones 20. The call center server 10 has a hardware configuration as shown in FIG.

  As shown in FIG. 2, the call center server 10 includes a CPU (Central Processing Unit) 150, a ROM (Read Only Memory) 152, a RAM (Random Access Memory) 154, an internal bus 156, an input / output interface 158, and an HDD (Hard Disk). Drive) 160 and network interface 162.

  CPU150 is comprised as an example of the control part 100 mentioned later, for example. The CPU 150 functions as an arithmetic processing unit and a control unit, and controls the overall operation in the call center server 10 according to various programs. The CPU 150 may be a microprocessor.

  The ROM 152 stores programs used by the CPU 150, calculation parameters, and the like. The RAM 154 temporarily stores programs used in the execution of the CPU 150, parameters that change as appropriate during the execution, and the like. The CPU 150, the ROM 152, and the RAM 154 are connected to each other by an internal bus 156 that includes a CPU bus or the like.

  The input / output interface 158 connects the HDD 160 and the network interface 162 to the internal bus 156. For example, the HDD 160 exchanges data with the RAM 154 or the like via the input / output interface 158 and the internal bus 156.

  The HDD 160 is a data storage device configured as an example of a storage unit 122 described later. The HDD 160 may include a storage medium, a recording device that records data on the storage medium, a reading device that reads data from the storage medium, a deletion device that deletes data recorded on the storage medium, and the like. The HDD 160 stores programs executed by the CPU 150 and various data.

  The network interface 162 is a communication interface configured by, for example, a communication device for connecting to the public network 12, and is configured as an example of the communication unit 120 described later. The network interface 162 may be a wireless LAN compatible communication device, an LTE (Long Term Evolution) compatible communication device, or a wire communication device that performs wired communication.

-Public network 12-
The public network 12 is composed of a public line network such as a telephone line network, for example. The public network 12 may also include a private line network such as various local area networks (LANs) including Ethernet (registered trademark), wide area network (WAN), or Internet Protocol-Virtual Private Network (IP-VPN). Good.

-Operator telephone 20-
The operator telephone 20 is a telephone used by an operator (second person) who works at the call center 2. The operator telephone 20 may be a fixed telephone or a portable telephone.

-Operator terminal 22-
The operator terminal 22 is an information processing terminal used by an operator of the call center 2. The operator can refer to customer information stored in the call center server 10 by operating the operator terminal 22, for example.

  The operator terminal 22 may have the same hardware configuration as that of the call center server 10 shown in FIG. The operator terminal 22 may further include an input device for an operator to input information, such as a mouse and a keyboard, and a display device for displaying a display screen, such as a liquid crystal display device.

-Customer phone 30-
The customer telephone 30 is a telephone used by a customer (first person, user). Similar to a general-purpose telephone, the customer telephone 30 can transmit a tone signal, which is a sound signal, to a partner telephone when a push button is pressed by a customer during a call. The customer telephone 30 may be a fixed telephone or a portable telephone.

<3. Detailed Description of Embodiment>
[3-1. First Embodiment]
(3-1-1. Configuration)
The information processing system according to each embodiment of the present invention has been described above. Next, the configuration according to the first embodiment will be described. FIG. 3 is a functional block diagram showing the configuration of the call center server 10 according to the first embodiment. As illustrated in FIG. 3, the call center server 10 includes a control unit 100, a communication unit 120, and a storage unit 122. The control unit 100 includes a tone signal detection unit 102, a character string specifying unit 104, and a display control unit 106.

-Control unit 100-
The control unit 100 has a function of generally controlling the operation of the call center server 10 using hardware such as a CPU 150 and a RAM 154 built in the call center server 10. For example, the control unit 100 controls operations of the communication unit 120 and the storage unit 122.

-Tone signal detector 102-
The tone signal detection unit 102 monitors voice data during a call between a customer and an operator, and detects a tone signal included in the voice data. Here, the voice data during a call is voice data in all or a part of the call time between the customer and the operator. Note that the start point of some sections is when, for example, the button “Start Push Button Acceptance” displayed on the operator terminal 22 is selected by the operator. Further, the end point of some sections is, for example, when a button “end push button acceptance” displayed on the operator terminal 22 is selected by the operator, or a predetermined time has elapsed from the start point of some sections. When

  The tone signal detection unit 102 can also detect a tone signal from the voice log 140 in which voice data of a call is recorded.

-Character string specifying unit 104-
The character string specifying unit 104 specifies one or more character strings corresponding to the tone signal detected by the tone signal detecting unit 102. For example, the character string specifying unit 104 specifies a character string corresponding to the tone signal detected by the tone signal detecting unit 102 by referring to a push button information table 134 described later. The character string specifying unit 104 is, for example, an ITU-T recommendation Q.D. The number corresponding to each frequency of the detected tone signal based on a table in which the correspondence relationship between the frequency and the number or the symbol is predetermined, such as a DTMF (Dual-Tone Multi-Frequency) matrix based on the definition of 24. Alternatively, the character string is specified as a set of symbols.

  When two or more tone signals are detected by the tone signal detection unit 102, the character string specifying unit 104 determines a predetermined tone for indicating the end, such as a tone signal indicating “#” or “*”. A set of tone signals until a signal is detected may be regarded as a group of tone signals, and a character string corresponding to the tone signals may be specified. For example, when four tone signals respectively indicating “1”, “2”, “3”, and “#” are continuously detected by the tone signal detecting unit 102, the character string specifying unit sets “123 #”. A character string corresponding to the tone signal shown is specified. Alternatively, the character string specifying unit 104 may regard a set of tone signals detected within a predetermined time by the tone signal detecting unit 102 as a group of tone signals and specify a character string corresponding to the tone signal. Good.

  As a modified example, when the tone signal detection unit 102 detects a tone signal included in the audio log 140, the character string specifying unit 104 can specify a character string corresponding to the tone signal. is there.

-Display control unit 106-
The display control unit 106 displays the character string specified by the character string specifying unit 104 during a call between the customer and the operator immediately on the operator screen (second person screen) in principle. For example, FIG. 4 shows a display example of an operator screen when a tone signal is detected by the tone signal detection unit 102 during a call between a customer and an operator (that is, when a push button is pressed on the customer telephone 30). It is explanatory drawing which showed (screen 40 for operators). As shown in FIG. 4, the operator screen 40 includes a call start time display field 400, a customer information display field 402, an input information display field 404, and a confirmation button 406. Here, in the call start time display field 400, the time when the call was started is displayed. In the customer information display field 402, for example, the telephone number of the customer telephone 30 is displayed. The input information display field 404 is a display field for displaying the character string specified by the character string specifying unit 104 from the detected tone signal.

  In the example illustrated in FIG. 4, when the tone signal indicating “12345567890 #” is detected by the tone signal detecting unit 102, the character string specified by the character string specifying unit 104 is displayed. As described above, in this example, “#” is assumed to be a predetermined signal for indicating the end of a group of tone signals.

  FIG. 5 is an explanatory diagram showing another display example of the operator screen when a tone signal is detected during a call. As shown in FIG. 5, the customer information display field 402 can display the name of the customer of the telephone call partner recorded in the customer information table 132 described later. In the input information display field 404, “Yes” specified by the character string specifying unit 104 based on the push button information table 134 when a tone signal indicating “1” is detected by the tone signal detecting unit 102. An example in which information including the character string is displayed is shown.

  As an effect of these display examples, the customer can transmit information to the operator by a push button instead of speaking during the call with the operator.

-Communication unit 120-
The communication unit 120 transmits / receives information to / from various devices connected to the call center server 10 via, for example, the public network 12. For example, the communication unit 120 transmits control information from the display control unit 106 to the operator terminal 22. The communication unit 120 receives voice data of the call from the operator telephone 20 and the customer telephone 30 during a call between the customer and the operator.

-Storage unit 122-
As illustrated in FIG. 3, the storage unit 122 stores, for example, a database 130 for managing customer information and the like, and a voice log 140 in which voice data during a call is recorded.

-Database 130-
Here, a configuration example of the database 130 will be described with reference to FIG. As illustrated in FIG. 6, the database 130 stores, for example, a customer information table 132 and a push button information table 134.

-Customer information table 132-
The customer information table 132 is a table in which information about customers is recorded. Here, a configuration example of the customer information table 132 will be described with reference to FIG. As shown in FIG. 7, in the customer information table 132, for example, a telephone number 1320, a name 1322, an age 1324, a gender 1326, and an address 1328 are recorded in association with each other. For example, in the data of the first record in FIG. 7, the customer's phone number is “090125345678”, the name is “Taro Oki”, the age is “40 years old”, the gender is “male”, and the address Indicates “Shinjuku-ku, Tokyo Δ △”.

-Push button information table 134-
The push button information table 134 is a table in which input information by push buttons and character strings are recorded in association with each other. Here, a configuration example of the push button information table 134 will be described with reference to FIG. As shown in FIG. 8, in the push button information table 134, for example, input information 1340 and a character string 1342 are recorded in association with each other. For example, the data of the first record in FIG. 8 indicates that the character string “Yes” is recorded in association with the input information “1”.

-Voice log 140-
The voice log 140 is a file in which voice data during a call between a customer and an operator is recorded. Here, a configuration example of the audio log 140 will be described with reference to FIG. As shown in FIG. 9, in the audio log 140, for example, a telephone number 1400, a call start time 1402, input information (1) 1404, input information (2) 1406, and a call end time 1408 are recorded in association with each other. . Although omitted from FIG. 9, in principle, the voice log 140 further records the voice data itself during a call.

  For example, in the data of the first record in FIG. 9, the customer's telephone number is “090125345678”, the call start time is “March 21, 2013 12:34”, and the first input information is “1234567890”. "#", The second input information is "1", and the call end time is "March 21, 2013 12:50".

  According to the present embodiment, it is also possible to provide a computer program for causing hardware such as the CPU 150, ROM 152, and RAM 154 built in the call center server 10 to perform the same functions as the components of the call center server 10 described above. It is. A storage medium storing the computer program is also provided.

  The configuration of the call center server 10 according to the first embodiment has been described above, but is not limited to the configuration described above. For example, any one or more of the communication unit 120 and the storage unit 122 may not be included in the call center server 10 and may be provided in another device.

(3-1-2. Operation)
(3-1-2-1. Overall operation)
The configuration according to the first embodiment has been described above. Subsequently, an operation according to the first embodiment will be described. FIG. 10 is a flowchart showing a part of the operation according to the first embodiment. As shown in FIG. 10, first, the customer places a call to the call center 2 (S101). Then, the call center server 10 allocates the transmitted telephone call to one of the operator telephones 20. Thereafter, the operator in charge receives the call and makes a call with the customer (S102). When the call between the customer and the operator is started, the call center server 10 records the voice data of the call in the voice log (S103).

  Thereafter, the operator determines whether or not the customer needs to input a push button (S104). An example of a case where it is determined that a push button input is necessary is when the operator inquires the customer about information that the customer does not want to be heard by the surrounding people, such as personal information, or when the customer does not speak For example, there is a case where transmission of information by a push button is desired for reasons such as freedom.

  When the operator determines that the push button input is not necessary (S104: No), the operator performs the operation of S122 described later. On the other hand, when the operator determines that the input of the push button is necessary (S104: Yes), the operator inputs to the customer using the push button, for example, “Please enter the account number”. Is verbally instructed (S105).

  At this time, the operator can operate the operator terminal 22, confirm the contents of the push button information table 134, and instruct the customer which number or symbol string to input. is there. For example, the operator may ask the customer to explain “10 # if an explanation about the product A is desired, 11 # if an explanation about the product B is desired, and an explanation about other products”. In this case, please input 12 # respectively. " The operator can make a free inquiry to the customer, or can make a predetermined fixed inquiry.

  Thereafter, the customer inputs information on the answer to the operator's inquiry content using a push button (S106). Here, the customer needs to know the correspondence between the answer information and the push button, for example, the push button corresponding to the meaning of “Yes” is “1”. For this reason, for example, the operator may notify the customer of information corresponding to the contents of the push button information table 134 in advance, and the customer may input the push button while referring to the information. Alternatively, the operator may transmit the push button correspondence information to the customer each time an inquiry is made (that is, in S105).

  Subsequently, the call center server 10 performs a “display control process” described later (S107).

  Subsequently, the operator terminal 22 displays or updates the operator screen as shown in FIG. 4 or FIG. 5, for example, according to the control information received from the call center server 10 (S108). Thereafter, the operator confirms the operator screen. Then, for example, the operator conveys the display content of the operator screen to the customer, and checks whether the customer has made an erroneous input (S109).

  Thereafter, the customer informs the operator whether there is an error in the input information (S110). Then, when the customer is notified that there is an error in the input information (S111: Yes), the operator performs the operation after S105 again. On the other hand, when the customer is informed that there is no error in the input information (S111: No), the operator responds to the customer's request based on the input information, for example, explanation of the product or change of contract A response is made (S121).

  Next, operations after S121 will be described with reference to FIG. After S121, for example, when the customer desires another response, when the customer response is not completed (S122: No), the operator repeats the operations after S104 again.

  On the other hand, when all customer correspondence is completed (S122: Yes), the operator informs the customer that the call is to be terminated (S123). Then, the customer disconnects the call (S124).

-Modification-
Note that the operation according to the first embodiment is not limited to the above-described example. For example, in the above description, an example in which the customer inputs information using a push button when the operator gives an instruction (or inquiry) to the customer in S104 to S106 has been described, but the present invention is not limited to such an example. For example, even when the operations of S104 to S105 are omitted, that is, when the operator does not give an instruction to the customer, the customer can input information by a push button (S106), and The call center server 10 can perform the operation of S107 as described above.

(3-1-2-2. Display control processing)
Next, the operation of the “display control process” in S107 will be described in detail with reference to FIG. As shown in FIG. 12, first, the tone signal detection unit 102 of the call center server 10 monitors voice data during a call and determines whether or not a tone signal is included in the voice data (S201).

  When a tone signal is detected (S201: Yes), the character string specifying unit 104 specifies a character string corresponding to the detected tone signal (S202).

  After that, the display control unit 106 transmits control information to the operator terminal 22 to the communication unit 120 so that the specified character string is displayed on the operator screen (S203).

(3-1-3. Effect)
As described above, for example, as described with reference to FIGS. 3, 10, and 12, the call center server 10 according to the first embodiment monitors voice data during a call between a customer and an operator and includes the voice data in the voice data. Detects a tone signal that is output. Then, the call center server 10 specifies a character string corresponding to the detected tone signal, and displays the specified character string on the operator screen. For this reason, the customer can transmit not only the speech but also the information by the push button during the call with the operator. For example, a customer whose language is difficult can input information to an operator more reliably than an utterance by inputting information using a push button.

  The information transmitted by the push button is displayed on the operator screen as a character string. For this reason, unlike the comparative example of the present invention, it is possible to prevent the operator from making a mistake, and the operator can clearly recognize the transmitted information. Further, since the information input by the push button is transmitted only to the operator who is talking, it is possible to prevent the information from being known to a third party unlike the comparative example of the present invention.

  Further, the call center server 10 records voice data during a call in the voice log 140. Therefore, the operator can reconfirm the contents of the call by confirming the contents of the voice log 140 after the call.

[3-2. Second Embodiment]
The first embodiment has been described above. Next, the second embodiment will be described. As will be described later, according to the second embodiment, the call center server 10 can further display the contents of the operator inquiry to the customer on the operator screen.

(3-2-1. Configuration)
First, the configuration according to the second embodiment will be described. FIG. 13 is a functional block diagram showing the configuration of the call center server 10 according to the second embodiment. As illustrated in FIG. 13, the call center server 10 newly includes a voice analysis unit 108 as compared with the first embodiment.

-Display control unit 106-
The display control unit 106 according to the second embodiment, for example, combines the contents of the operator inquiry to the customer analyzed by the voice analysis unit 108 described later and the character string specified by the character string specifying unit 104 together with the operator. It can be displayed on the screen.

  For example, FIG. 14 shows a display example of the operator screen when the operator's voice is analyzed by the voice analysis unit 108 and the tone signal is detected by the tone signal detection unit 102 during the call (operator screen 40). It is explanatory drawing which showed. The operator screen 40 shown in FIG. 14 includes a new inquiry content display field 408 as compared with the operator screen 40 according to the first embodiment as shown in FIG. 5, for example. In this inquiry content display column 408, an operator's inquiry sentence for the customer is displayed.

  In the example shown in FIG. 14, when the operator makes an inquiry “Taro Oki?” To the customer, the query sentence analyzed by the voice analysis unit 108 and the character string specifying unit 104 specify In this example, the information including the character string “Yes” is displayed.

  In addition, when the operator transmits information corresponding to the contents of the push button information table 134 to the customer together with the inquiry, the display control unit 106 analyzes the voice analysis unit 108 and transmits the information The push button correspondence information may be displayed on the operator screen 40 together with the operator inquiry sentence.

-Voice analysis unit 108-
The voice analysis unit 108 analyzes the voice of the operator during a call with the customer using voice recognition technology or the like. For example, the voice analysis unit 108 analyzes the voice of the operator when making an inquiry to the customer. Note that the voice analysis unit 108, for example, after the button “start push button reception” displayed on the operator terminal 22 is selected by the operator and until the button “end push button reception” is selected by the operator. The operator's voice is regarded as an inquiry voice to the customer. Alternatively, the voice analysis unit 108 regards the voice of the operator at a predetermined past time from when the tone signal is detected by the tone signal detection unit 102, for example, one minute before as the voice of the inquiry to the customer.

  In addition, the voice analysis unit 108 converts the analyzed voice into, for example, character information, and transmits the text information to the display control unit 106 or the storage unit 122.

-Voice log 140-
Compared with the first embodiment, the voice log 140 according to the second embodiment further records the contents of the inquiry made by the operator to the customer. Here, a configuration example of the audio log 140 according to the second embodiment will be described with reference to FIG. As illustrated in FIG. 15, the voice log 140 further includes inquiry contents (1) 1410 and inquiry contents (2) 1412 as compared to the voice log 140 according to the first embodiment illustrated in FIG. 9, for example. Including. Here, in the inquiry content (1) 1410, the content of the first inquiry made by the operator to the customer is recorded. In the inquiry content (2) 1412, the content of the second inquiry of the operator to the customer is recorded.

  For example, in the data of the first record in FIG. 15, the first inquiry content of the operator is “Please enter the account number”, the customer input information for the first inquiry is “12345567890 #”, and the operator The second inquiry content is “Taro Oki?” And the customer input information for the second inquiry is “1”.

  The functions of the constituent elements other than those described above are the same as those in the first embodiment.

(3-2-2. Operation)
The configuration according to the second embodiment has been described above. Subsequently, an operation according to the second embodiment will be described. The operation according to the second embodiment is substantially the same as that of the first embodiment except for S107 (“display control process”).

  Here, the operation of the “display control process” according to the second embodiment will be described in detail with reference to FIG. The operations in S301 to S302 are the same as the operations in S201 to S202 according to the first embodiment.

  After S302, the voice analysis unit 108 analyzes the voice of the operator inquiry to the customer. Then, the voice analysis unit 108 converts the analyzed voice into character information and transmits it to the display control unit 106 and the storage unit 122 (S303).

  Subsequently, the storage unit 122 associates the contents of the operator inquiry with the character string specified in S302 and records them in the voice log 140 (S304).

  After that, the display control unit 106 transmits control information to the operator terminal 22 to the communication unit 120 so that the contents of the operator inquiry and the character string specified in S302 are displayed together on the operator screen ( S305).

(3-2-3. Effect)
As described above, for example, with reference to FIGS. 13 and 16, the call center server 10 according to the second embodiment includes the contents of the operator inquiry to the customer and the character string specified by the character string specifying unit 104. Are displayed together on the operator screen. For this reason, the operator can simultaneously confirm the contents of the user's utterance to the customer as well as the information transmitted from the customer telephone 30 by the push button. Accordingly, it is possible to further reduce the risk that the operator erroneously recognizes the information transmitted by the customer.

<4. Modification>
Although the preferred embodiments of the present invention have been described in detail with reference to the accompanying drawings, the present invention is not limited to such examples. It is obvious that a person having ordinary knowledge in the technical field to which the present invention pertains can come up with various changes or modifications within the scope of the technical idea described in the claims. Of course, it is understood that these also belong to the technical scope of the present invention.

  For example, the information processing system according to each embodiment of the present invention is not limited to the configuration described above. As an example, when the operator terminal 22 includes all the functions of the call center server 10 to be described later, the operator terminal 22 can realize the functions of the call center server 10. In this modified example, the call center server 10 may not be installed.

  In the above description, an example in which a tone signal is transmitted from the customer telephone 30 to the operator telephone 20 has been described, but the present invention is not limited to such an example. The case where a tone signal is transmitted from the operator telephone 20 to the customer telephone 30 can be applied in a similar manner.

2 Call Center 10 Call Center Server 12 Public Network 20 Telephone for Operator 22 Terminal for Operator 30 Telephone for Customer 100 Control Unit 102 Tone Signal Detection Unit 104 Character String Specification Unit 106 Display Control Unit 108 Voice Analysis Unit 120 Communication Unit 122 Storage Unit 130 Database 132 Customer information table 134 Push button information table 140 Voice log 150 CPU
152 ROM
154 RAM
156 Internal bus 158 I / O interface 160 HDD
162 Network interface

Claims (8)

A tone signal detector that monitors voice data during a call between the first person and the second person and detects a tone signal included in the voice data;
A character string specifying unit that specifies one or more character strings corresponding to the detected tone signal;
A display control unit for displaying the specified character string on the second person screen during the call;
A voice analysis unit for analyzing the voice of the second person;
A storage unit for storing the analyzed content of the inquiry to the first person by the second person and the character string specified by the character string specifying unit;
An information processing apparatus comprising: The display controller, the contents of the inquiry with respect to the first person, to be displayed on the second person screen together with the character string specified by the character string specifying unit, information according to claim 1 Processing equipment. The character string specifying unit specifies a character string corresponding to a tone signal detected by the tone signal detecting unit by referring to a database in which tone signals and character strings are recorded in association with each other. Or the information processing apparatus according to 2 ; The voice data during the call is voice data according to any one of claims 1 to 3 , which is voice data in a whole or a part of a talk time between the first person and the second person. Information processing device. The information processing apparatus according to claim 4 , wherein the character string specifying unit specifies the character string corresponding to the tone signal detected by the tone signal detecting unit in a part of the talk time. The tone signal detection unit further detects a tone signal included in an audio log in which the audio data is recorded,
The character string specifying unit further specifies a character string corresponding to the detected tone signal from the speech log, the information processing apparatus according to any one of claims 1-5. The first person is a user, the second person is the operator, the information processing apparatus according to any one of claims 1-6. A tone signal detector that monitors voice data during a call between the first person and the second person and detects a tone signal included in the voice data;
A character string specifying unit that specifies one or more character strings corresponding to the detected tone signal;
A display control unit for displaying the specified character string on the second person screen during the call;
A voice analysis unit for analyzing the voice of the second person;
A storage unit for storing the analyzed content of the inquiry to the first person by the second person and the character string specified by the character string specifying unit;
An information processing system comprising:

Images