JP6828098B2 - Search result display device, search result display method, and program - Google Patents

Description

The present invention relates to a search result display device for displaying search results based on a database, a search result display method, and a program.

Conventionally, when a person in charge of handling such as a call center operator or a receptionist at a counter responds to a customer, the person in charge of the reception manually inputs a keyword and a question text and searches the database for an answer in order to obtain the information necessary for the reception. Search system is used.

In recent years, in order to support call center operator operations, a system has been developed that has a function to recognize call contents in real time and display appropriate response knowledge on the operator's screen by making full use of natural language processing technology. (See, for example, Non-Patent Document 1).

Seiji Kawamura, 4 outsiders, "Utilization of AI in Call Center", [online], February 2016, [Search January 6, 2017], Internet <URL: http: //www.ntt.co.jp/ journal / 1602 / files / jn201602035.pdf>

Non-Patent Document 1 describes a call that generates a summary sentence consisting of "automatic message extraction" that extracts the customer's telephone message and "important sentence automatic extraction" that extracts only important statements during the call. The automatic summarization function is disclosed. However, even with this function, it was not possible to automatically display the answers to the customer's requirements. Therefore, the person in charge of reception needs the skill to search for the answer to the customer's request in parallel with the conversation with the customer, which imposes a burden on the person in charge of reception.

An object of the present invention made in view of such circumstances is to provide a search result display device, a search result display method, and a program capable of automatically displaying an answer to a customer's request.

In order to solve the above problems, the search result display device according to the present invention uses a database that stores expected question items and answers to the question items to provide real-time questions and answers corresponding to the customer's requirements. A search result display device for searching with, a message extraction unit that extracts the customer's utterance from the text indicating the dialogue contents of the customer and the person in charge of reception, and a question item corresponding to the utterance from the database. And a display control unit that acquires the answer to the question and displays it on the display unit, and the message extraction unit is such that the utterance of the person in charge of the response ends with a predetermined term and the customer immediately before the utterance of the customer. When a term common to the utterance is included in a predetermined amount or more, the utterance of the customer or the utterance of the person in charge of the response is extracted as the utterance, or the utterance of the person in charge of the response is explicitly stated at the beginning of the utterance. When the wording shown is included, the utterance of the person in charge of the response is extracted as the above- mentioned matter, and the database is used for each of the questions in addition to the expected questions and the answers to the questions. The keyword related to the item is associated and stored, and the display control unit further acquires the keyword associated with the question item corresponding to the item from the database and displays the item in a selectable state. characterized Rukoto is displayed on the part.
In addition, the search result display device according to the present invention uses a database that stores expected questions and answers to the questions, and searches for questions and answers corresponding to the customer's requirements in real time. A display device, a message extraction unit that extracts the customer's message from a text indicating the dialogue content between the customer and the person in charge of reception, a question item corresponding to the message item from the database, and the question item of the question item. The database includes a display control unit that acquires an answer and displays it on the display unit, and the database contains keywords related to the question item for each question item in addition to the expected question item and the answer to the question item. Is stored in association with the above, and the display control unit further acquires the keyword associated with the question item corresponding to the requirement from the database and displays it on the display unit in a selectable state. It is characterized by.
In addition, the search result display device according to the present invention uses a database that stores expected questions and answers to the questions, and searches for questions and answers corresponding to the customer's requirements in real time. A display device, a message extraction unit that extracts the customer's message from a text indicating the dialogue content between the customer and the person in charge of reception, a question item corresponding to the message item from the database, and the question item of the question item. A display control unit that acquires an answer and displays it on the display unit is provided, and keywords related to the question are further associated and stored in the database, and the display control unit stores the keywords from the database. Is further acquired, and the keyword is displayed on the display unit in a state in which a word included in the requirement and a word not included in the requirement can be distinguished and selected.

Further, in order to solve the above problems, the search result display method according to the present invention uses a database that stores expected question items and answers to the question items to provide questions and answers corresponding to the customer's requirements. It is a search result display method in a search result display device that searches in real time, and corresponds to the step of extracting the customer's message from the text indicating the dialogue content of the customer and the person in charge of reception, and the step of extracting the customer's message from the database. Including the question and the step of acquiring the answer to the question and displaying it on the display unit, the database includes, in addition to the expected question and the answer to the question, for each question. The keyword related to the question item is associated and stored, and the step to be displayed is such that the keyword associated with the question item corresponding to the item is further acquired from the database and can be selected. It is characterized in that it is displayed on the display unit.
In addition, the search result display method according to the present invention uses a database that stores expected question items and answers to the question items to search the question items and answers corresponding to the customer's requirements in real time. A search result display method in the device, in which a step of extracting the customer's requirements from a text indicating the dialogue contents of the customer and the person in charge of reception, a question item corresponding to the requirement from the database, and the question item. The database includes a step of acquiring the answer of the above and displaying it on the display unit, and further associates and stores a keyword related to the question item, and the step of displaying the keyword is stored in the database. Further, the keyword is acquired and displayed on the display unit in a state in which a word included in the requirement and a word not included in the requirement can be distinguished and selected.

Further, in order to solve the above problems, the program according to the present invention is characterized in that the computer functions as the search result display device.

According to the present invention, when a customer is handled at a call center, a window, or the like, the person in charge of the reception can automatically display the information necessary for the reception. Therefore, the person in charge of responding can concentrate on the conversation with the customer and respond, and the response time related to the search can be shortened. Furthermore, even a person in charge of reception who does not have high terminal operation skills will be able to perform reception work.

It is a block diagram which shows the structural example of the search result display device which concerns on one Embodiment of this invention. It is a figure which shows the display screen example of the display part in the search result display apparatus which concerns on one Embodiment of this invention. It is a flowchart which shows an example of the search result display method which concerns on one Embodiment of this invention.

Hereinafter, an embodiment of the present invention will be described in detail with reference to the drawings.

FIG. 1 shows a configuration example of a search result display device according to an embodiment of the present invention. The search result display device 1 shown in FIG. 1 includes a voice recognition unit 11, a message extraction unit 12, a display control unit 13, and a display unit 14.

When the person in charge of reception receives an inquiry from the customer, the search result display device 1 automatically determines the customer's requirements from the voices of the person in charge of response and the customer, and asks questions and answers corresponding to the requirements. It is a device that searches and displays in real time by searching. A typical example of a person in charge of reception is a call center operator.

The voice recognition unit 11 inputs the voices of the customer and the person in charge of reception in different channels (2 channels). Then, voice recognition processing is performed for each of the voices of the customer and the person in charge of reception, a text indicating the voice recognition result corresponding to the voice is generated, and the text is output to the message extraction unit 12 and the display control unit 13. Here, an error may occur in the voice recognition process. Therefore, a process using the N-best method in which a plurality of candidates are prepared as recognition results by the voice recognition process of the word included in the utterance may be performed.

The message extraction unit 12 extracts the customer's message from the text input from the voice recognition unit 11, and transmits the FAQ search instruction including the message to the FAQ search device 2.

In dealing with a customer, in general, the person in charge of dealing with the customer repeats the message and confirms it immediately after the customer makes an utterance corresponding to the message (the utterance of the message). The message extraction unit 12 can utilize such a dialogue structure. For example, when a customer makes a utterance saying, "Is it possible to use the foreign currency deposit service immediately after changing to using the usage setting?", The person in charge of reception says "Use the foreign currency deposit service setting." If so, is it possible to use the service immediately? " When such a dialogue structure is used, if the utterance of the person in charge of reception ends with "-ne." Or "-masune." And there are many terms in common with the utterance of the previous customer, the customer. Or the utterance of the person in charge of the response can be extracted as a requirement. In addition, if the person in charge of response includes a word that clearly indicates the message at the beginning of the utterance, such as "The content of the question is ...", the utterance can be extracted as the message. it can.

The FAQ search device 2 includes a database 21 and a search unit 22. In the present embodiment, the FAQ search device 2 is a device independent of the search result display device 1, but the search result display device 1 may have the function of the FAQ search device 2 inside. That is, the search result display device 1 may be configured to further include the database 21 and the search unit 22.

The database 21 stores in advance the expected question items and the answers (so-called FAQ) of the question items in association with each other. In addition, the database 21 may store keywords related to the question items in association with the question items.

When the search unit 22 receives the FAQ search instruction including the message from the message extraction unit 12, the search unit 22 searches the database 21 for the question item corresponding to the message item, and searches the question item and the answer to the question item as the FAQ search result. Is transmitted to the display control unit 13. When a keyword is associated with the question item, the keyword is also transmitted to the display control unit 13 as an FAQ search result. Here, the question items corresponding to the requirements are the questions that are presumed to have contents close to the requirements, and there may be a plurality of questions to be searched for one subject. .. Any known method can be used as the method for searching the question corresponding to the requirement.

For example, the search unit 22 regards a message as a set of keywords, and searches for a question that is most similar to the message by keyword matching or a concept search. In addition, in order to further improve the search accuracy, the word included in the message in the combination having the highest degree of similarity among the combinations of the word included in the message and the word included in the question is set as the first keyword, and the question is asked. Using the word included in the item as the second keyword, at least two of the similarity between the keywords, the similarity between the clauses containing the keyword, and the similarity between the dependencies of the clause containing the keyword are calculated. As the absolute value of the change value of at least two similarities is smaller, it may be evaluated that the message and the question are similar, and the question with the highest similarity to the message may be searched.

The display control unit 13 acquires the question items corresponding to the customer's requirements and the answers to the question items from the database 21 and displays them on the display unit 14. Further, the display control unit 13 acquires the text which is the voice recognition result from the voice recognition unit 11 and displays it on the display unit 14. The display control unit 13 may further acquire the text indicating the message from the message extraction unit 12 and display it on the display unit 14.

When the database 21 stores the keywords related to the question items in association with each other, the display control unit 13 further acquires the keywords associated with the question items corresponding to the customer's requirements from the database 21. However, it is also possible to display the display unit 14 in a selectable state. In that case, among the keywords, only the words included in the message may be displayed on the display unit 14 in a selectable state. Further, among the keywords, words included in the message and words not included in the message may be distinguished and displayed on the display unit 14 in a selectable state.

The display unit 14 is a display that displays the data input from the display control unit 13. In the present embodiment, the search result display device 1 is configured to include the display unit 14, but the display unit 14 may be a device independent of the search result display device 1.

FIG. 2 shows an example of a display screen of the display unit 14. The screen displayed by the display unit 14 includes a left screen area 141, an upper right screen area 142, and a lower right screen area 143.

In the left screen area 141, the recognition result by the voice recognition unit 11 is displayed in real time. The voice recognition result of the customer and the voice recognition result of the person in charge of reception are displayed separately. In FIG. 2, the voice recognition result of the customer is shown in the solid line frame, and the voice recognition result of the person in charge of reception is shown in the dotted line frame. In addition, the keyword associated with the question corresponding to the requirement may be displayed separately from other terms. For example, although the keywords are underlined in FIG. 2, they may be displayed in different colors from other terms.

In FIG. 2, the upper right screen area 142 displays the words included in the message among the keywords associated with the question corresponding to the customer's request, following the characters "Keyword of interest:". doing. In addition, among the keywords associated with the question, words that are not included in the message are displayed after the letters "Maybe:".

The lower right screen area 143 displays the search results of the question items corresponding to the requirements. The full text of the answer or a summary of the answer may be displayed immediately below the question, or only the question may be displayed and the answer may be displayed when the question is clicked, as shown in FIG. .. In addition, when a plurality of questions corresponding to the message are searched, all of them may be displayed, or a predetermined number may be displayed in order from the one with the highest degree of matching with the message. .. Since the voice recognition by the voice recognition unit 11 and the message extraction by the message extraction unit 12 are performed in real time, the search result is updated every time the message is extracted.

Words listed in the "Keywords of interest:" column (hereinafter referred to as "keywords of interest:") and words listed in the "Maybe:" column (hereinafter referred to as quasi-keywords) in the upper right screen area 142. Can decide whether or not the person in charge of reception selects (adopts) by clicking. In other words, at first, all the keywords of interest are selected, but you can click them later to deselect them individually, and at first, all the quasi-keywords are unselected, but later. You can select them individually by clicking from.

When a keyword (word of interest or a word listed as a quasi-keyword) in the upper right screen area 142 is clicked, the display unit 14 outputs the information of the selected keyword to the display control unit 13. Then, the display control unit 13 causes the display unit 14 to display the question items associated with the selected keyword among the question items acquired from the search unit 22 and the answers thereof. Therefore, in the lower right screen area 143, only the question items associated with the keyword selected by the person in charge of response and the answers thereof can be displayed.

Next, a search result display method by the search result display device 1 will be described. FIG. 3 is a flowchart showing an example of the search result display method.

First, the voices of the customer and the person in charge of reception are input in different channels, and the voice recognition unit 11 performs voice recognition processing for each of the voices of the customer and the person in charge of reception (step S101) to generate a text indicating the voice recognition result (step S101). Step S102).

Next, the message extraction unit 12 analyzes the text generated in step S102, extracts the customer's message (step S103), and at the timing when the message is extracted, instructs the FAQ search device 2 to search the FAQ. (Step S104).

Next, the display control unit 13 causes the display unit 14 to display the question and its answer (FAQ) searched by the FAQ search device 2 (step S105).

A computer can be preferably used to function as the search result display device 1 described above, and such a computer provides a program describing processing contents for realizing each function of the search result display device 1 of the computer. It can be realized by storing it in a database and reading and executing this program by the CPU of the computer.

The program may also be recorded on a computer-readable medium. It can be installed on a computer using a computer-readable medium. Here, the computer-readable medium on which the program is recorded may be a non-transient recording medium. The non-transient recording medium is not particularly limited, but may be, for example, a recording medium such as a CD-ROM or a DVD-ROM.

As described above, in the present invention, the customer's requirements are extracted from the voice recognition results of the customer and the person in charge of reception, and the question items corresponding to the requirements and the answer (FAQ) of the question items are displayed. When the present invention is applied to a call center, a window, or the like, the person in charge of dealing with a customer can automatically display the information required for dealing with the customer.

Therefore, according to the present invention, the person in charge of response can concentrate on the conversation with the customer, shorten the time involved in the search, and shorten the response time. If it is a call center, the time to landing can be shortened. In addition, the person in charge of reception can automatically display the FAQ search results without requiring complicated operations, and even the person in charge of reception who does not have high terminal operation skills can perform the reception work. ..

Furthermore, it is also possible to display the keyword of interest or the quasi-keyword related to the question in a selectable state. Therefore, the person in charge of responding can narrow down the questions by selecting only the necessary words from the keywords of interest or the quasi-keywords, and can further shorten the time until the answer is obtained.

Although the above embodiments have been described as typical examples, it will be apparent to those skilled in the art that many modifications and substitutions can be made within the spirit and scope of the present invention. Therefore, the present invention should not be construed as being limited by the above embodiments, and various modifications and modifications can be made without departing from the scope of claims. For example, it is possible to combine a plurality of constituent blocks described in the configuration diagram of the embodiment into one, or to divide one constituent block.

1 Search result display device 2 FAQ search device 11 Voice recognition unit 12 Message extraction unit 13 Display control unit 14 Display unit 21 Database 22 Search unit 141 Left screen area 142 Right upper screen area 143 Lower right screen area

Claims (8)

It is a search result display device that searches in real time the questions and answers corresponding to the customer's requirements by using the database that stores the expected questions and the answers to the questions.
A message extraction unit that extracts the customer's requirements from the text indicating the dialogue contents of the customer and the person in charge of reception, and
A question item corresponding to the said matter and a display control unit for acquiring an answer to the question item and displaying the answer on the display unit are provided from the database.
In addition to the expected questions and the answers to the questions, the database stores the keywords related to the questions in association with each question.
The display control unit is a search result display device, characterized in that the keyword associated with a question item corresponding to the requirement is further acquired from the database and displayed on the display unit in a selectable state. It is a search result display device that searches in real time the questions and answers corresponding to the customer's requirements by using the database that stores the expected questions and the answers to the questions.
A message extraction unit that extracts the customer's requirements from the text indicating the dialogue contents of the customer and the person in charge of reception, and
A question item corresponding to the said matter and a display control unit for acquiring an answer to the question item and displaying the answer on the display unit are provided from the database.
When the utterance of the person in charge of response ends with a predetermined term and contains more than a predetermined number of terms common to the utterance of the customer immediately before, the message extraction unit is the utterance of the customer or the person in charge of response. The utterance is extracted as the above-mentioned matter, or when the beginning of the utterance of the person in charge of the response includes a word that explicitly indicates the utterance, the utterance of the person in charge of the reception is extracted as the above-mentioned matter.
In addition to the expected questions and the answers to the questions, the database stores the keywords related to the questions in association with each question.
The display controller, the display unit to display search results you characterized in that to display in a selectable state from said database further obtains the keyword that has been linked to corresponding questions to the requirements apparatus. It is a search result display device that searches in real time the questions and answers corresponding to the customer's requirements by using the database that stores the expected questions and the answers to the questions.
A message extraction unit that extracts the customer's requirements from the text indicating the dialogue contents of the customer and the person in charge of reception, and
A question item corresponding to the said matter and a display control unit for acquiring an answer to the question item and displaying the answer on the display unit are provided from the database.
In the database, keywords related to the question are further associated and stored.
The display control unit further acquires the keyword from the database, and displays the keyword in a state in which a word included in the requirement and a word not included in the requirement can be distinguished and selected. A search result display device characterized by displaying on a unit. It is a search result display method in a search result display device that searches real-time for questions and answers corresponding to customer's requirements by using a database that stores expected questions and answers to the questions.
The step of extracting the customer's requirements from the text indicating the dialogue contents of the customer and the person in charge of reception, and
It is provided with a question item corresponding to the requirement and a step of acquiring an answer to the question item and displaying it on the display unit from the database.
In the database, keywords related to the question are further associated and stored.
In the step of displaying, the keyword is further acquired from the database, and the keyword is displayed in a state in which a word included in the requirement and a word not included in the requirement can be distinguished and selected. A search result display method characterized by displaying in a section. The display control unit displays the keyword acquired from the database on the display unit in a state in which words included in the requirement and words not included in the requirement can be distinguished and selected. The search result display device according to claim 1 or 2 , wherein the search result display device is characterized. The display control unit is characterized in that, among the keywords displayed in a selectable state, only the question items associated with the selected keyword and the answers to the question items are displayed on the display unit. The search result display device according to any one of items 1 to 3 . A program for causing a computer to function as the search result display device according to any one of claims 1 to 3 , 5 , and 6 . It is a search result display method in a search result display device that searches real-time for questions and answers corresponding to customer's requirements by using a database that stores expected questions and answers to the questions.
The step of extracting the customer's requirements from the text indicating the dialogue contents of the customer and the person in charge of reception, and
Includes a question item corresponding to the requirement from the database, and a step of acquiring an answer to the question item and displaying it on the display unit.
In addition to the expected questions and the answers to the questions, the database stores the keywords related to the questions in association with each question.
The step of displaying is a search result display method, characterized in that the keyword associated with a question item corresponding to the subject is further acquired from the database and displayed on the display unit in a selectable state.

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