JPH02141056A - Customer reception window device - Google Patents

Abstract

PURPOSE:To improve correctness and promptness at the time of receiving by automatically responding to a call arriving through a telephone network by means of a synthetic voice, further confirming a voice concerning a customer name and a customer telephone number obtained from the response of the customer, and automatically retrieving and displaying customer information concerned from a data base. CONSTITUTION:For the call of the customer, a hello message, a request message such as the customer name and the customer telephone number are generated and automatically responded to by the synthetic voice in a voice responding part 102 before the reception by a person in charge. Further, the customer name and the customer telephone number obtained from the response of the customer are recognized by a voice recognizing part 106, then the customer information is automatically retrieved by a data base part 105 based on the customer name or the customer telephone number, and displayed on a display part 104. Then, the person in charge at a customer window confirms the inquiry hysteresis, etc., of the customer by the displayed customer information beforehand, then he starts the reception of the customer. Thus, the promptness of the reception and the correctness of the response can be improved.

Description

[Detailed Description of the Invention] [Field of Industrial Application] The present invention relates to a customer service counter device, and more specifically, it is installed at a customer counter in a company to receive calls from customers via a telephone network. Relating to customer service counter equipment used by counter staff when responding to telephone inquiries such as complaints, requests, and questions.

[Conventional technology]

BACKGROUND ART Conventionally, when responding to complaints, requests, questions, etc. over the phone from customers at the customer service desk of each company, it is common for the person in charge of the customer service desk to respond based on their vague memories. In addition, even when information about customers is managed (products used by customers, inquiry history, etc.), customer service personnel manually search for the customer information using the customer name, etc. after answering an incoming call. It was about.

[Problem to be solved by the invention]

With conventional methods, customer service staff relied on ambiguous information to respond to customers without understanding various types of customer information, such as large/small customer types, products used by customers, and frequency of inquiries. There were problems in that they were unable to respond to customers and lacked promptness, leading to a decline in service.

The purpose of the present invention is to improve the customer service provided by the customer service desk by enabling prompt response and accuracy of responses to telephone inquiries from customers at the customer service desk of a company. The purpose of the present invention is to provide a reception desk device.

[Means to solve the problem]

In order to achieve the above object, the present invention provides a communication control unit that performs call origination/reception/call control, a voice response unit that automatically responds to calls from customers using synthesized voice, and a person's name or continuous Voice recognition unit that recognizes numbers aloud, database unit that stores customer information and response history information, search information and
A customer service counter device having an input section for inputting the response results, a display section for displaying customer information, a control section for controlling them, etc. is installed at a customer counter within a company.

[For production]

Before a customer contact person answers a call from a customer that arrives via the telephone network, the voice response unit generates a hello message and a message requesting the customer's name and phone number using synthesized voice. After automatically responding and recognizing the customer name or customer phone number obtained from the customer's response using the voice recognition unit, the system automatically searches and displays the corresponding customer information from the database unit based on the customer name or customer phone number. displayed in the section. The customer contact person confirms the customer's inquiry history etc. in advance using the displayed customer information, and then
Start responding to the customer 6 Also, during or after interacting with the customer, the customer service representative inputs the details of the response from the input section in an appropriate interactive manner while looking at the display screen, and updates the database section. Prepare for the next interaction with the same customer.

〔Example〕

An embodiment of the present invention will be described below with reference to the drawings.

FIG. 1 is a block diagram of an embodiment of the customer service counter device of the present invention, in which 10 indicates a customer, 2o a telephone network, 30 a telephone line, and 40 a customer service counter device. The customer service counter device 40 includes a communication control section 101, a voice response section 102. Input section 103 such as a keyboard, display section 10 such as a cathode ray tube
4. It is composed of a database section 105, a speech recognition section 106, and a control section 107 that controls the operation of each of these sections. Here, the communication control unit 101. voice response unit 102;
Since the speech recognition unit 106 and the like are well known in themselves, detailed configuration thereof will be omitted. Further, the control unit 107 is a personal computer, a microcomputer, or the like. The database section 105 consists of a floppy disk, a hard disk, etc.
Then, information as shown in FIG. 2 is stored.

The customer service desk device 40 is installed at a customer service desk of a company, and is used by the counter staff when answering telephone calls from customers 10. FIG. 3 shows an example of communication between a customer and the customer service counter device, and the operation of FIG. 1 will be explained below in accordance with this example.

When the customer 10 calls the company's customer service desk (■), the communication control section 101 automatically receives the call in the customer service counter device 40 and notifies the control section 107 of the call. In response to the incoming call notification, the control unit 107 activates the voice response unit 102. Voice response section 10
2 uses 5 synthesized voices to first output a hello message (e.g., ``Thank you very much. This is the customer service desk for all companies.''), followed by the customer's name and customer phone number. request message (e.g., ``Now,
The person in charge will change, so please provide the customer's name and phone number. Print out J). One synthesized voice can be either one analysis synthesized voice or rule synthesized voice. These messages (automatic response messages) are sequentially sent to the customer via the control unit 1071 and the communication control unit 101 (■, ■
).

When customer 10 speaks the customer name and phone number (■),
In the customer service counter device 40, this is controlled by the communication control unit 101,
It is sent to the speech recognition section 106 via the control section 107. The voice recognition unit 106 recognizes a person's name and serial number through voice recognition processing, and returns the recognition results to the control unit 107. The control unit 107 searches the database unit 105 using the customer name or phone number recognized by the voice recognition unit 106 as a key (■), and displays the result on the display unit 104. The content displayed is already the customer name or phone number. If it is registered.

The relevant customer information is as shown in FIG. 2, and if the customer is unregistered, there is no customer information. Further, the control unit 107 activates the voice response unit 102 again while the database unit 105 is searching for customer information.

Give the customer's name. In response to this, the voice response unit 102 sends a meeting message to the customer 10 via the control unit 107 and the communication control unit 101 ([This is Mr. I will get back to you later, so please hang up the phone and wait.'') is sent (■).

The contact person displays the customer's name displayed on the 1 display section 104,
After confirming information such as the inquiry history of the used product 1 in advance, response to the customer 10 is started (■). Then, even while dealing with the customer 10, the counter person appropriately
While looking at the display screen 04, the user searches the database unit 105 for detailed information and related information in an interactive manner. Further, during and after the customer service, the customer inputs the contents of the customer service through the input unit 103, updates the database unit 105, and prepares for the next time the same customer is contacted. If the customer is an unregistered customer, the customer's name and telephone number are newly registered in the database section 105.

Although FIG. 1 shows a case in which the database unit 105 is located within the customer service desk device 40, it may also be installed in a remote database center for shared use.

〔Effect of the invention〕

As explained above, according to the customer service counter device of the present invention, before a counter person answers a call that arrives via the telephone network, an automatic response is made using a synthesized voice, and the customer's response is After voice recognition of the customer name and customer phone number obtained from It is expected that counter staff will be able to improve accuracy and speed when dealing with customers.

In addition to being installed and used at the customer desk of a company, the customer service desk device can also be used to display information such as students' grades and desired school in advance when a cram school teacher answers a question from a student at a cram school. It can also be used when responding to people's calls, and is expected to have many applications.

[Brief explanation of the drawing]

FIG. 1 is a block diagram of an embodiment of the customer service counter device of the present invention, FIG. 2 is a diagram showing an example of information stored in the database section of FIG. 1, and FIG. 3 is a diagram showing the relationship between a customer and the customer service counter device. FIG. 3 is a diagram showing an example of communication between the two. 10...Customer, 20...Telephone network, 30...Telephone line, 40...Customer reception desk device. 101... Communication control section, 102... Voice response section, 103... Input section, 104... Display section, 105
...Database section, 106...Speech recognition section, 107...Control section. '(Iゝ也)/ Figure 1 Figure 2 Figure 3

Claims (2)

[Claims] (1) A communication control unit that makes and receives calls and controls calls in a customer service desk device that is installed at a company's customer service desk, etc. and automatically answers calls from customers that arrive via the telephone network. , a voice response unit that automatically responds to a call from a customer with a hello message or a request message such as a customer name or customer phone number using a synthesized voice; A voice recognition unit that recognizes voice; a database unit that stores customer information such as customer service history information; an input unit that inputs search information and customer service information; a display unit that displays search results and input information from the input unit; It has a control unit that controls each of the above units, searches the database unit using the customer name and customer phone number voice recognized by the voice recognition unit, and information entered in the input unit, and displays the search results on the display unit. A customer service counter device featuring: (2) The customer service counter apparatus according to claim 1, wherein the database section is installed in a remote database center and is used for shared use.