KR101063261B1 - Ipcc recording system for recording telephone conversation using core keyword and method thereof - Google Patents

Abstract

Disclosed are an internet protocol contact center recording system and method for recording a call using core keywords. The recording method in the recording system for recording the call content according to an aspect of the present invention comprises the steps of inputting at least one key keyword input by the counselor during the call between the agent and the customer or after the call is terminated; When the call is completed, converting the recorded call content into text; And calculating key appearance times of the key keywords in the call contents by searching the key keywords in the call contents changed into the text. According to the recording method and system of the present invention, it is possible to set a key keyword that can summarize the contents of the call so that it is easy to know what the contents are recorded even if the recorded call contents are not played in the future, and the time period in which the key keywords appear. This makes it easy to find what you need later.

Description

Internet protocol contact center recording system and method for recording call content using core keywords {IPCC recording system for recording telephone conversation using core keyword and method}

The present invention relates to recording of a call, and more particularly, to a recording method using a key keyword suitable for a call, for convenience of searching, and an internet protocol contact center recording system using the same.

Recently, financial companies such as banks, credit card companies, insurance companies, and stock investment advisory companies, as well as general companies, have provided telephone counseling services to customers, and evidence to guarantee the contents of contracts with customers and whether they accept them. Recording system for recording the contents of the call between the counselor and the customer to use as a lot is used.

This recording system is applied not only to general network telephones but also to IP telephones using Voice over Internet Protocol (VoIP). In this context, VoIP refers to IP telephony technology for a series of facilities that use IP to deliver voice information, which is not a traditional protocol based on circuits such as PSTN, a public switched telephone network. Means to transmit. A system for providing a telephone service using such an IP is an IPCC (internet protocol contact center) system.

That is, the recording system is to record or record a voice call or a video call using a telephone line according to a line network or an IP network. In general, a recording method using a recorder connected in parallel to a telephone line and a switch having a recording function The method of recording by using is used. The data of the recorded call content is stored in a storage means (for example, a database) provided in the system for retrieving and listening to the recorded information in association with the customer information.

However, according to the conventional recording method, since the contents of the call are recorded uniformly, it is inconvenient to listen to all the recorded contents of the call in order to know what the desired recorded contents of the call or to find the desired contents.

Accordingly, the present invention has been made to solve the above-described problems, and by setting a key keyword that can summarize the call content, it is easy to know the contents of the call even if you do not play later on the recorded call content It is to provide a method of recording contents and an IPCC recording system using the same.

In addition, the present invention is to provide a method and system for recording call contents that can easily search for necessary contents by analyzing a voice signal of recording data and calculating and providing a time period during which key keywords appear.

In addition, the present invention is to provide a method and system for recording the call content to determine the appropriateness of the counselor's customer service and the customer's psychology using the number of appearance of the key keywords in the recording data.

Other objects of the present invention will become more apparent through the following preferred embodiments.

According to an aspect of the present invention, in a recording method in a recording system for recording a call, at least one key keyword input by the agent during a call between the agent and the customer or after the call is terminated. Input processing; Converting the recorded call to text when the call is completed; And retrieving the core keyword from the contents of the call converted into text, and calculating an appearance time of the appearance of the core keyword in the contents of the call.

Recognizing a counseling type according to the call; And extracting and displaying the viewing core keywords corresponding to the counseling type in a list form, wherein the core keywords may be selected and processed by the counseling agent.

And, in the recording method in the recording system for recording the call content, recording the call content according to the call between the counselor terminal and the customer terminal; Recognizing a counseling type corresponding to the call and extracting one or more view key keywords corresponding to the counseling type; And converting the recorded call content into text to search whether the same key keyword as the viewing core keyword exists in the call content, and calculating an appearance time when the key keyword appears in the call content. Recording methods are provided.

Here, the appearance time may be calculated by Equation 1 below.

[Equation 1]

a = s / n * t -k

(Where a is the appearance time of the key keywords, n is the total number of words or words or syllables according to the contents of the call, s is the order of appearance of the key keywords, t is the recording time according to the contents of the call, and k is a variable)

The method may further include analyzing a counselor's counseling ability or a customer's psychological state by using at least one of the type, number, and number of appearances of the key keywords appearing in the call.

According to another aspect of the invention, the counselor terminal talking to the customer terminal; A recording apparatus for recording contents of a call between the customer terminal and the counselor terminal; An appearance time calculator configured to calculate an appearance time when a core keyword appears in the contents of the call by converting the recorded contents of the call into text when the call is completed; And a recording storage for storing the recorded call contents, the key keywords, and the appearance time.

Here, the core keyword may be input from the counselor terminal, or any one or more of the core keywords corresponding to the counseling type corresponding to the call may appear in the content of the call.

The analysis result processor may further include an agent counseling ability or a customer psychological state by using at least one of the type, number, and number of appearances of the key keywords appearing in the call.

According to the recording method and system of the present invention, it is possible to set a key keyword that can summarize the contents of the call so that it is easy to know what the contents are recorded even if the recorded call contents are not played in the future, and the time period in which the key keywords appear. This makes it easy to find what you need later.

In addition, according to the present invention, it is possible to determine the adequacy of the counselor's customer service and the customer's psychology by using the type, number, and number of appearances of key keywords in the recording data.

1 is a block diagram schematically showing a call recording system according to an embodiment of the present invention.
Figure 2 is a block diagram showing the configuration of a currency analysis apparatus according to an embodiment of the present invention.
3 is a flowchart illustrating a call recording process using a key keyword according to an embodiment of the present invention.
4 is an exemplary view showing a user interface screen displayed on the counselor terminal talking to a customer according to an embodiment of the present invention.
5 is an exemplary view showing that the key keywords are extracted from the call content according to an embodiment of the present invention.

As the invention allows for various changes and numerous embodiments, particular embodiments will be illustrated in the drawings and described in detail in the written description. However, this is not intended to limit the present invention to specific embodiments, it should be understood to include all modifications, equivalents, and substitutes included in the spirit and scope of the present invention.

Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings, and in describing the present invention with reference to the accompanying drawings, the same or corresponding elements are denoted by the same reference numerals regardless of the reference numerals, and duplicates thereof. The description will be omitted.

1 is a configuration diagram schematically showing a call recording system according to an embodiment of the present invention.

First, referring to FIG. 1, the call recording system 100 according to the present embodiment includes a plurality of agent terminals 10-1, 10-2,. ), The recording device 30, the call analysis device 40 and the recording storage 50.

The counselor terminal 10 is a terminal device having a telephone call function using a telephone line network or an IP network. The counselor terminal 10 displays the customer information on the screen, allows the counselor to input the consultation content with the customer, and makes a voice or video call with the customer. In particular, the agent terminal 10 according to the present embodiment receives a key keyword according to a call from a counselor from a counselor, the key keyword can be used as a keyword to summarize the contents of the call, such as a search, the agent terminal 10 ) Transfers the input key keywords to the call analysis device 40. More details on the key keywords will be described later.

In this case, the counselor terminal 10 may be combined with an independent electronic device for a voice or video call through a cable or a communication network. In the present embodiment, it is assumed that the call content recording system 100 includes a plurality of agent terminals 10, but only one agent terminal 10 may be provided, and the agent terminal 10 may include a call content recording system. It may be implemented in a form that is connected to the 100 through a communication network.

The exchanger 20 receives a voice call or a video call connection signal from the customer terminal 110 through a telephone network such as an internet network, a dedicated network, an ISDN network, or a PSTN network, and according to a preset rule in its own, the specific agent terminal 10. To make a call. Of course, due to the characteristics of telemarketing, there may be a case in which a call connection signal is sent from the agent terminal 10 or any component in the call recording system 100 to the customer terminal 110, and in this case, the switch 20 The call with the customer terminal 110 can be performed through the communication network. Since the process after the call connection is made between the customer terminal 110 and the counselor terminal 10 by the outgoing call or the reception call is the main point of the present invention, description thereof will be omitted. For example, a telephone call using an IP network, the switch 20 may be an IP-PBX (Private Branch Exchange), and the PBX is a private telephone exchange that is specialized in enterprise services and has various functions to make a call. It is a device that allows you to communicate quickly and comfortably. Hereinafter, for convenience of explanation, the agent terminal is a terminal device having an IP telephone function as a computing device for inputting key keywords, output of customer information, and the like, and it is assumed that the exchange is an IP exchange such as IP-PBX. Shall be.

When the voice call or the video call is performed between the customer terminal 110 and the counselor terminal 10, the recording device 30 records (records or records) the corresponding call. Data generated by the recording is stored in the storage means provided in the recording apparatus itself or stored in the recording storage 50. For example, in the case of a voice call, recording data generated by the recording device 30 may be stored in the recording storage 50 as pulse code modulation (PCM) data.

The recording device 30 starts recording of the call content from the time point at which the telephone call is started between the counselor terminal 10 and the customer terminal 110 or when the operation start command received from the counselor terminal 10 is received. Of course, the recording function of the recording device 30 may be controlled by the counselor terminal 10, such as start, stop, termination.

The call analysis device 40 analyzes the call content according to the recording data recorded by the recording device 30 using the key keywords received from the counselor terminal 10 making a call with the customer terminal 110. The call analysis device 40 converts the recording data, which is the sound source data, into text, searches for the key keywords in the contents of the call according to the changed recording data into the text, and calculates a time zone in which the found key keywords exist. That is, the call analysis device 40 extracts a corresponding time zone (hereinafter referred to as appearance time) by searching for a section in which a key keyword appears in a call between a counselor and a customer. Subsequently, the appearance time can be used to easily search for the desired contents without the administrator having to check the contents of the call from the beginning. Here, the text conversion of the recording data is performed in a separate sound source analysis device that performs a speech to text (STT) function, the call analysis device 40 receives the text data according to the recording data from the sound source analysis device through the network It may be implemented in the form.

For example, although the recording data is sound source data, in the case of a video call, the recording data may be video data such as a video. In this case, the call analysis device 40 uses only an audio signal of the video data to make a call. You can create text for the content.

Call analysis device 40, as well as the appearance time analysis of the time at which the received key keywords appear as described above, how many times the key keywords appear in the call content, how many key keywords In addition, additional call analysis may be performed, such as evaluating the counseling ability of the counselor or determining the psychological state of the customer using what the key keywords are. The evaluation result of the counselor's counseling ability according to the additional call content analysis may be stored in a separate storage means (not shown, for example, an employee information database for storing employee information).

The call content analysis process will be described in detail later with reference to related drawings (FIGS. 2 to 4).

In the recording storage 50, recording data recorded by the recording device 30 is stored. In particular, as described above, the recording data includes the appearance time and the number of appearances of the key keywords analyzed by the key keywords and the call analysis device 40. It may be stored together with the analysis information about the.

Although not shown in the figure, the call recording system 100 may further include a computer telephony integration (CTI) server for managing customer information, an interactive voice response (IVR) server for providing an automatic response service such as ARS, and the like. have. The CTI server searches a provided database (not shown), extracts various types of information (hereinafter, referred to as customer information) about the connected customers and provides them to the counselor terminal 10. Therefore, the counselor can check the customer information of the customer who is connected to the telephone and provide a higher quality consultation service. In order for the CTI server to extract the customer information, the IVR server may send a pre-prepared automatic response message (for example, press your social security number and press the star button for smooth service) to the customer terminal 110. have. Of course, the agent terminal 10 may of course request the CTI server to search for information related to the customer information to be searched. Since it will be apparent to those skilled in the art to manage customer information or provide a voice guidance service, a detailed description thereof will be omitted.

2 is a block diagram showing the configuration of a currency analysis device 40 according to an embodiment of the present invention.

Referring to FIG. 2, the call analysis device 40 includes a text converter 210, a keyword searcher 220, an appearance time calculator 230, and an analysis result processor 240.

The text converter 210 performs a function of analyzing the audio signal of the data recorded by the recording device 30 and converting the text into text, and the keyword search unit 220 converts the text into text by the text converter 210. It functions to retrieve the key keywords received from the counselor terminal 10 directly or through the recording device 30 in the conversation. Here, the keyword search unit 220 may perform the above function after the text converter 210 converts all of the contents of the call into text, or the text converter 210 converts the audio signal into text. Of course, you can also retrieve key keywords from the call. Hereinafter, for convenience of explanation, the text converter 210 converts all of the contents of the call into text, and then the keyword search unit 220 searches for a key keyword.

The appearance time calculating unit 230 calculates an appearance time, which is a time zone in which the key keywords searched by the keyword search unit 220 appear among the contents of the call. In other words, assuming that the total time of the recorded call content is 10 minutes, it is to calculate when the key keywords appear during the 10 minutes, and the elapsed time based on the start of the call or the start of the recording appears. It can be calculated as time. For example, if the recorded talk time is 10 minutes in total, the appearance time of the core keywords may be calculated from 0 minutes to 10 minutes or less, for example, 0 minutes 20 seconds, 5 minutes 40 seconds, 9 minutes 45 seconds, and the like.

The appearance time may be calculated in various ways, hereinafter, the method of calculating while playing the recorded call content and the method of calculating without playing will be described as an example. As the playback method of the recorded call contents, when the text converter 210 plays audio data according to the recorded call and converts the text into text at the same time, the keyword search unit 220 immediately It is determined whether the converted word is a key keyword, and in the case of the key keyword, the appearance time calculator 230 processes the current playback time as the appearance time.

In such a manner as not to reproduce the recorded call contents, the appearance time calculating unit 230 may calculate the appearance time using the following equation.

[Equation 1]

a = s / n * t -k

(Where a is the time of appearance of the key keywords, n is the total number of words according to the content of the call, s is the order of appearance of the key keywords, t is the recording time (in seconds) according to the content of the call, and k is a variable)

In other words, multiplying the sequence rate of the words in which the key words appear in the call content by the total time of the call content, calculates the appearance time of the corresponding key keywords, where the key keywords appear. It is subtracting the value of the variable k to listen to (or watch) the contents of the call from a time earlier than the time, which can be arbitrarily changed by the administrator.

For example, assuming that the variable k is 0, the talk time is 50 minutes (300 seconds) in total, and the total number of words is 100 according to the content of the call, the key time is 30 seconds, and the appearance time is 30 seconds. It is calculated as (10/100 * 300).

Here, in Equation 1, the word is used as a reference, but according to another embodiment, the word or the syllable may be used as a reference. That is, n is the total number of syllables (or words) according to the contents of the call, and s is the order of the syllables (or words) in which the key keywords appear.

In addition, since not only one key keyword but also a plurality of key keywords may appear in the call content, the appearance time calculator 230 calculates all appearance times of the core keywords.

The analysis result processor 240 stores the appearance time of the key keyword calculated by the appearance time calculator 230 in the recording storage 50 together with the recording data in which the contents of the call are recorded. Therefore, when the administrator wants to listen to the recording data, by selecting the time zone in which the key keywords appear, the administrator can easily search for the desired contents by playing only a specific section without having to play all the recording data.

In addition, the analysis result processing unit 240 determines what key keywords appear in the call content, how many key keywords appear, and how many times each key keyword appears, or the like, to determine the psychological state of the customer, Evaluate counseling skills.

The method of determining the psychological state of the customer can be set in various ways, but for convenience of understanding, for example, a number of negative key keywords, such as [failure] and [discomfort], when the type of consultation is service termination. Is frequently seen, the customer may be determined to be in a state of dissatisfaction and anger. In addition, if too many negative key keywords appear during the short counseling time, or appear more in the second half, it may be judged that the counselor's counseling ability is insufficient. Negative core keywords do not appear, but if a positive keyword such as [extend subscription] appears, the counselor's counseling ability may be judged to be excellent.

The criteria for determining the psychological state of the customer or evaluating the counseling ability of the counselor using the type, number, and number of key keywords and the number of appearances (number of times proportional to the talk time and the number of appearances per time zone may be used) are described above. Unlike the examples, it can be variously set according to the operator, and all will be included in the scope of the invention according to the present embodiment.

The analysis result processing unit 240 may store the call content analysis result according to the counseling ability of the counselor, the psychological state of the customer, etc. in the recording storage 50 together with the recording data, or store it as one of the member information of the corresponding customer member or separately. You can also save to storage.

Hereinafter, a call recording process in the call recording system 100 will be described.

3 is a flowchart illustrating a call recording process using a core keyword according to an embodiment of the present invention, and FIG. 4 is a user interface displayed on an agent terminal 10 talking to a customer according to an embodiment of the present invention. 5 is an exemplary diagram illustrating a screen, and FIG. 5 is an exemplary diagram illustrating extracting a key keyword from contents of a call according to an exemplary embodiment of the present invention.

Referring to FIG. 3, when a call between a counselor and a customer is started (S310), the recording device 30 starts recording the call content according to a recording start command (S320). The recording start command may be output by the counselor terminal 10, or may be performed by any device on the network that mediates a call between the counselor terminal 10 and the customer terminal 110 such as the exchanger 20.

 It is determined whether the recording is interrupted while the call continues while the recording is in progress (S330), and when the recording is stopped, the key keyword is received from the counselor (S340). In the present embodiment, the key keyword is input after the recording is completed, but as described above, the key keyword may be input even while the call is in progress.

Referring to FIG. 4, which shows a user interface for allowing an agent to input a key keyword in the agent terminal 10, the agent may input a key keyword such as [subscription] as shown at 450-1. Also, as shown by the reference number 450-2, the core keyword may be additionally input by using the key keyword additional input window 470. The key keywords may be input by the counselor directly, or may be input by selecting any one in a state where a plurality of preset key keywords are displayed in a list manner or the like.

Here, according to an embodiment, the key keywords displayed by the list method may be different for each type of consultation. Hereinafter, the key keywords displayed in a list manner for the counselor to select will be referred to as [view key keywords]. Since there may be key keywords that are mainly used for each type of consultation rather than displaying all the view key keywords, only the view key keywords corresponding to the type of consultation may be displayed in a list format. In addition, rather than inputting the key keywords typed by the counselor, a method of selecting one of the view key keywords may enable more analysis of the call contents. The reason is that by having all agents select one of the same viewing core keywords, it is easy to statistically analyze the contents of the call with the customer by each agent.

It is preferable that the recording data is managed to be classified according to the type of counseling as described above for the convenience of retrieving the recording data in the future. Accordingly, as shown in reference numeral 440 of the drawing, a consultation type may be determined for a call between an agent and a customer, which may be directly input by an agent or by using information input by the ARS for a telephone connection with an agent. May be determined. Since the method of using ARS is still widely used, it will be obvious to those skilled in the art.

Like the key keyword input method, the counseling type may be directly input by the counselor using the counseling type selection window 460 or may be selected in a list manner.

In addition, as shown in the drawing, as the agent proceeds to talk with the customer, related information may be displayed to recognize who the corresponding customer is, when the call was started, how long the call is being made, etc. (see Number 410, 420, 430).

Here, in the present embodiment, the counselor inputs the key keyword as an example, but according to another embodiment, a plurality of view key keywords corresponding to the counseling type are preset, and the view key is displayed in the call contents converted into text in the future. The view key keyword retrieved by searching the keywords may be used as the key keyword.

For convenience of understanding, referring to FIG. 5, in the call content 510 converted to text, [subscription] 522 of the view key keywords 520 corresponding to the type of consultation (in this embodiment, [service subscription]). It can be seen that the benefit 524 exists as a key keyword. Therefore, the key keywords according to the call contents are [subscription] and [benefit]. In addition, the number of key keywords (two here) and the number of appearances ([subscription] three times, [benefit] one time) can also be known together.

Referring to FIG. 3 again, the recorded call content is analyzed using the input key keyword (S350), and the analysis result of the recording data and the call content is stored (S360). As described above, the information on the appearance time of the key keywords and the counseling type information are stored together with the recording data, and the customer psychological state and / or the counseling ability using the key keyword types, the number, and the number of appearances. The result of the analysis may be stored in a separate storage space.

The call recording method using the core keywords according to the present invention described above may be embodied as computer readable codes on a computer readable recording medium. Computer-readable recording media include all kinds of recording media having data stored thereon that can be decrypted by a computer system. For example, there may be a read only memory (ROM), a random access memory (RAM), a magnetic tape, a magnetic disk, a flash memory, an optical data storage device, and the like. In addition, the computer-readable recording medium may be distributed and executed in a computer system connected to a computer network, and may be stored and executed as a code readable in a distributed manner.

It will be apparent to those skilled in the art that various modifications and variations can be made in the present invention without departing from the spirit or scope of the invention as defined in the appended claims. It will be understood that various modifications and changes may be made.

10-1, 10-2, ..., 10-n: agent terminal
20: exchanger 30: recording device
40: call analysis device 50: recording storage
100: call recording system 110: customer terminal
210: text conversion unit 220: keyword search unit
230: appearance time calculation unit 240: analysis result processing unit

Claims (8)

In the recording method in the recording system for recording the call content,
Recognizing the type of counseling according to the call during or after the call between the counselor and the customer is in progress;
Extracting a view key keyword corresponding to the consultation type and displaying the list in a list format;
Setting at least one selected by the counselor from among the view key keywords as a key keyword according to the call;
Converting the recorded call to text when the call is completed;
Retrieving the key keywords from the call contents changed into text, and calculating and storing an appearance time of the appearance of the key keywords in the call contents using Equation 1 below; And
And analyzing an agent counseling ability or a customer psychological state using at least one of the type, number, and number of appearances of the key keywords appearing in the call.
[Equation 1]
a = s / n * t -k
(Where a is the appearance time of the key keywords, n is the total number of words or words or syllables according to the contents of the call, s is the order of appearance of the key keywords, t is the recording time according to the contents of the call, and k is a variable)
delete In the recording method in the recording system for recording the call content,
Recording the contents of the call according to the call between the counselor terminal and the customer terminal;
Recognizing a counseling type corresponding to the call and extracting one or more view key keywords corresponding to the counseling type;
Converting the recorded call content to text to set the same keyword as the view core keyword of the call content as a key keyword according to the call, and the appearance time of the appearance of the key keyword in the call content Equation 1 Calculating using; And
And analyzing an agent counseling ability or a customer psychological state using at least one of the type, number, and number of appearances of the key keywords appearing in the call.
[Equation 1]
a = s / n * t -k
(Where a is the appearance time of the key keywords, n is the total number of words or words or syllables according to the contents of the call, s is the order of appearance of the key keywords, t is the recording time according to the contents of the call, and k is a variable)
delete delete A counselor terminal talking to a customer terminal;
A recording apparatus for recording contents of a call between the customer terminal and the counselor terminal;
When the call is completed, the recorded call contents are converted into texts and analyzed, so that one or more keywords appearing in the call contents among preset key keywords corresponding to the consultation type according to the call contents are identified. An appearance time calculating unit configured as a keyword and calculating an appearance time of the core keyword by using Equation 1 below;
A recording storage for storing the recorded call contents, the key keywords, and the appearance time; And
Internet protocol contact center recording system including an analysis result processing unit for analyzing the counselor counseling ability or customer psychological state by using at least one of the type, number, appearance frequency of the key keywords.
[Equation 1]
a = s / n * t -k
(Where a is the appearance time of the key keywords, n is the total number of words or words or syllables according to the contents of the call, s is the order of appearance of the key keywords, t is the recording time according to the contents of the call, and k is a variable)

delete delete

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