WO2004023772A1

WO2004023772A1 - Operator support device, operator support terminal, operator support program, recording medium thereof, and operator support method

Info

Publication number: WO2004023772A1
Application number: PCT/JP2003/011394
Authority: WO
Inventors: Hidetoshi Tsujiuchi
Original assignee: Fujitsu Limited
Priority date: 2002-09-06
Filing date: 2003-09-05
Publication date: 2004-03-18
Also published as: JP4275624B2; JPWO2004023772A1

Abstract

An operator support device displays on an operator terminal, information for supporting an operator communicating with a customer at a call center and records conversation between the operator and the customer. The device includes: a cooperation control information storage section for storing a tag identifying the conversation content, a conversation scenario, and an operator operation item while associating them with one another; a conversation scenario information providing section for displaying a conversation scenario corresponding to the operator operation on the conversation scenario screen by using the associated information stored in the cooperation control information storage section, identifying the tag corresponding to the conversation scenario, and passing the identified tag together with the IP address of the operator terminal to a communication management section; and a communication management section for identifying the corresponding customer ID from the IP address received from the conversation scenario information providing section and adding a tag to the recorded communication of the identified customer ID.

Description

Description Operator support apparatus, operator support terminal, operator support program and its recording medium, and operator support method

The present invention relates to an operator support device that displays information for assisting an operator who talks with a customer at a call center on an operator terminal, and records a call between the operator and the customer, an operator assisting program and a recording medium thereof, an operator assisting method, and the like. In particular, the burden of the screen operation performed by the operator during a call with the customer and the burden of post-processing using the call recording after the call with the customer has been completed can be reduced, thereby improving the operational efficiency of the operator. The present invention relates to an operator support device, an operator support terminal, an operator support program and its recording medium, and an operator support method. Background art

Conventionally, in a call center, various information has been displayed on an operator terminal to assist an operator who talks with a customer (for example, see Patent Document 1). FIG. 24 is a diagram showing an example of a screen displayed on a conventional operator terminal.

As shown in the figure, the operator terminal has a customer information screen that displays the customer's personal information, a business screen used when the operator processes the customer's business, and a conversation with the customer in advance. The conversation scenario screen that displays the conversation scenario that was supposedly created is displayed independently.

The operator can efficiently process customer requirements by obtaining necessary information while operating these screens. For example, when the operator selects a part corresponding to a customer's business on the conversation scenario screen, a conversation scenario normally performed for the business is displayed. Therefore, the operator follows the displayed conversation scenario. In this way, conversations with customers can be guided to efficient ones.

In addition, all calls between the operator and the customer are recorded, and are used when the operator performs post-processing to create a record of correspondence with the customer or checks the operator's attitude to telephone calls. See Reference 1.).

Patent Document 1

Unexamined Japanese Patent Publication No. 2003-218190

Non-patent document 1

"Database call recording system R _ecware (R)", [Retrieved August 22, 1995], Internet URL: http: // www. Hitachi-it. Co.jp/products/cti/re cord / inaex.htm>

However, the operator has a problem that it is difficult to operate the conversation scenario screen in parallel because the operator mainly operates the business screen while concentrating on the conversation with the customer during a call with the customer.

In addition, when the operator plays back the call recording in post-processing, it takes time to find a necessary part, and there is a problem that the call recording cannot be reproduced efficiently.

SUMMARY OF THE INVENTION The present invention has been made to solve the above-described problems of the related art, and has been made in consideration of the burden of the screen operation performed by an operator during a call with a customer and the use of call recording after ending the call with the customer. It is an object of the present invention to provide an operator support device, an operator support terminal, an operator support program and its recording medium, and an operator support method capable of reducing the processing load and thereby improving the work efficiency of the operator.

Disclosure of the invention

In order to solve the above-mentioned problems and achieve the object, the present invention displays information for assisting an operator who talks with a customer at a call center on an operator terminal, This is an operator support device that records the call between the operator and the customer.When the recorded call is partially played back, the operator adds a call content identifier to be added to the call recording to facilitate identification of the playback location. A link control information storage unit that stores the operation corresponding to the operation performed on the operator terminal, and a call content identifier corresponding to the operation performed by the operator when the operator operates the operator terminal during a call. And an identifier adding means for adding the call content identifier specified by the identifier specifying means to the call recording.

The present invention is also an operator assistance program that causes a computer to display, on an operator terminal, information for assisting an operator who makes a call with a customer at a call center, and also records a conversation between the operator and the customer, and partially records the recorded call. Coordination control information storage unit that stores a call content identifier to be added to the call recording to facilitate identification of the playback location when playing back to the operator terminal in response to an operation performed on the operator terminal during a call. When the operator performs an operation on the operator terminal during a call, an identifier specifying procedure for specifying a call content identifier corresponding to the operation performed by the operator; and the call specified by the identifier specifying procedure. The method is characterized by causing a computer to execute an identifier adding procedure for adding a content identifier to a call recording.

In addition, the present invention provides a computer-readable recording medium on which a computer displays information for assisting an operator who talks with a customer at a call center on an operator terminal, and an operator assistance program for recording a conversation between the operator and the customer. In order to facilitate the identification of the playback location when playing back part of the recorded call, the call content identifier added to the call recording is made to correspond to the operation performed by the operator on the operator terminal during the call. An identifier specifying procedure for specifying a call content identifier corresponding to the operation performed by the operator when the operator performs an operation on the operator terminal during a call, using the cooperation control information storage unit stored and stored; Identifier adding means for adding the call content identifier identified by the child identification procedure to the call recording. A special feature is that an operator support program that causes a computer to execute the steps is recorded.

The present invention also provides an operator support method for displaying information for assisting an operator who talks with a customer in a call center on an operator terminal, and for recording a call between the operator and the customer, wherein the recorded call is partially reproduced. In order to facilitate the identification of a playback point when performing a call, a call content identifier added to a call recording is stored in association with an operation performed by an operator on an operator terminal during a call, using a cooperation control information storage unit. An identifier specifying step for specifying a call content identifier corresponding to the operation performed by the operator when the operator performs an operation on the operator terminal during a call; and a call content specified by the identifier specifying step. And a caro process with an identifier for adding the identifier to the call recording.

According to this invention, when the recorded call is partially reproduced, the call content identifier added to the call recording for facilitating the specification of the reproduction point can be changed by the operator to the operator terminal during the call. When the operator performs an operation on the operator terminal during a call using the stored information, a call content identifier corresponding to the operation performed by the operator is identified, and the identified call content is used. Since the identifier is added to the call recording, the burden of post-processing performed by the operator using the call recording after the end of the call with the customer can be reduced, and the operator's work efficiency can be improved.

The present invention also provides a screen display unit for displaying a business screen used when an operator processes a business of a customer while talking with the customer and a conversation scenario screen used when a conversation scenario is used. Transmitting means for transmitting the conversation scenario displayed on the conversation scenario screen to the information on the operation performed by the operator during the call on the business screen to the operator support apparatus, and the transmission means from the operator support apparatus; The operator terminal comprises: a receiving unit that receives a conversation scenario screen specified by the operation information transmitted by the operator terminal; and a second screen display unit that displays the conversation scenario received by the receiving unit on the conversation scenario screen. And Further, the present invention provides a computer, a display means for displaying a customer information screen for displaying personal information of a customer, a conversation scenario displayed on a conversation scenario screen, and an operator on the customer information screen during a call. Transmitting means for transmitting the information on the operation to be performed to the operator support apparatus in correspondence with the information processing apparatus; receiving means for receiving, from the operator support apparatus, a conversation scenario specified by the operation information transmitted by the transmitting means; An operator support program functions as second display means for displaying the conversation scenario thus displayed on the conversation scenario screen.

Also, the present invention provides a computer, a display means for displaying a customer information screen for displaying customer personal information, a conversation scenario displayed on a conversation scenario screen, and an operation performed by an operator on the customer information screen during a call. Transmitting means for transmitting the information to the operator support apparatus in association with the information, receiving means for receiving, from the operator support apparatus, a conversation scenario specified by the operation information transmitted by the transmitting means, A computer-readable recording medium records an operator support program that functions as second display means for displaying a conversation scenario on the conversation scenario screen.

The present invention also provides an operator terminal having a business screen used when an operator processes a customer's business while talking with a customer and a conversation scenario screen used when using a conversation scenario. The conversation scenario displayed on the scenario screen and the information on the operation performed by the operator during the call on the business screen are transmitted to the operator support device in association with each other, and thereafter, the transmitted operation transmitted from the operator support device is transmitted. When the conversation scenario specified by the information is received, the operator assistance method includes displaying the received conversation scenario on the conversation scenario screen.

According to the invention, a business scenario screen used when an operator processes a customer's business while talking with a customer and a conversation scenario screen used when a conversation scenario is used are displayed, and the displayed conversation scenario is displayed. And the information on the operations performed by the operator during the call on the business screen in correspondence with each other and transmitted to the operator support device, and the transmitted operation information The conversation scenario screen specified by the operator is received from the operator support device, and the received conversation scenario is displayed on the conversation scenario screen by the operator terminal.This reduces the burden of the screen operation performed by the operator during a call with the customer. Therefore, it is possible to improve the operator's work efficiency. BRIEF DESCRIPTION OF THE FIGURES

FIG. 1 is an explanatory diagram for explaining the concept of the operator support device according to the first embodiment, and FIG. 2 is a function illustrating a system configuration of a call center system according to the first embodiment. FIG. 3 is a block diagram illustrating an example of a coordination control information storage unit, FIG. 4 is a diagram illustrating an example of a call IP address storage unit, and FIG. FIG. 6 is a diagram illustrating an example of a data structure of a tagged call recording to be stored. FIG. 6 is an explanatory diagram illustrating an example for explaining a screen cooperation process by a cooperation device. FIG. 7 is a diagram illustrating the present embodiment. Fig. 8 is a flowchart showing the processing procedure of the call center system according to Fig. 1; Fig. 8 is a flowchart showing the processing procedure of the conversation scenario information providing unit shown in Fig. 2; Voice packet reception processing by the call manager shown in Fig. FIG. 10 is a flowchart showing a procedure of a tag receiving process by the call management unit shown in FIG. 2, and FIG. 11 is stored in a call DB. FIG. 12 is an explanatory diagram for explaining an example of adding a tag to a call recording; FIG. 12 is an explanatory diagram for explaining an example of a conversation scenario displayed in response to an operation of an operator; FIG. 13 is an explanatory diagram for explaining an example of a business screen displayed in accordance with the display specification of the conversation scenario by the operator. FIG. 14 is a diagram illustrating the operator according to the first embodiment. FIG. 15 is a diagram showing a computer system that executes a support program. FIG. 15 is a functional block diagram showing the configuration of the main unit shown in FIG. 14, and FIG. Function indicating the system configuration of the Cool Center system according to 2. FIG. 17 is a lock diagram. FIG. 17 is a flowchart (part 1) for explaining the operation of the call center system according to the second embodiment. FIG. 18 is a call center system according to the second embodiment. Explain the operation of FIG. 19 is a flowchart (part 3) for explaining the operation of the call center system according to the second embodiment, and FIG. 20 is a flowchart showing the operation of the second embodiment. FIG. 21 is a flowchart illustrating details of an operation related to an operator of the call center system according to the second embodiment. FIG. 21 is a diagram showing an example of a screen displayed on a customer terminal according to the second embodiment. Yes, FIG. 22 is a diagram showing an example of a screen displayed on the operator terminal according to the second embodiment, and FIG. 23 is a diagram showing an example of a portal according to the second embodiment. FIG. 24 is a diagram showing an example of a screen displayed on a conventional operator terminal. BEST MODE FOR CARRYING OUT THE INVENTION

Hereinafter, preferred embodiments of an operator support device, an operator support terminal, an operator support program and a recording medium thereof, and an operator support method according to the present invention will be described in detail with reference to the accompanying drawings.

Embodiment 1

First, the concept of the operator support device according to the first embodiment will be described. FIG. 1 is an explanatory diagram for explaining the concept of the operator support device according to the first embodiment.

The figure shows a screen displayed on the operator terminal during a call between the operator and the customer, and a call DB on which the call between the operator and the customer is recorded. The operator support device includes a customer information screen 210 displaying personal information of the customer on the operator terminal, a business screen 220 used when the operator processes the customer's business, and a conversation with the customer. A conversation scenario screen 230 displaying a conversation scenario created assuming before is displayed.

When the operator operates the customer information screen 2 1 0 during a call, operator supporting device automatically conversation scenario related to the operation made by the operator in the customer information screen ² 1 0 conversation scenario screen 2 3 0 To be displayed.

For example, at the beginning of a call with a customer, the customer information is displayed on the customer information screen 210 When the operator selects "Search" to display the information, the operator support device, if the customer can be identified based on the calling ID of the terminal used by the customer, displays the information of the identified customer on the customer information screen. Displayed at 210, and when the customer cannot be identified based on the calling ID, a screen for registering as a new customer is displayed.

At this time, if a customer can be identified based on the calling ID on the conversation scenario screen 23 2, the operator support device automatically displays a customer confirmation scenario and can identify the customer based on the calling ID. If not, the customer registration start scenario is automatically displayed (①). That is, the operator support apparatus automatically displays the relevant conversation scenario on the conversation scenario screen 230 in conjunction with the operation of selecting “search” on the customer information screen 210 for the operator.

In addition, the operator support device stores the “customer authentication” tag in the call DB while recording the call between the customer and the operator in conjunction with the operation of selecting “search” on the customer information screen 210 of the operator ( ②). That is, the operator support apparatus adds the related tag to the call DB during the recording in association with the operation of selecting “search” on the operator's customer information screen 210. Here, the tag is an identifier for identifying the content of the call. In this way, the operator support apparatus creates a tagged call recording by automatically adding the relevant tag to the call recording in conjunction with the operation of the operator.

Further, as another example, when the operator selects “case management” on the business screen 220, the operator support apparatus automatically displays the case management scenario on the conversation scenario screen 230 (3). That is, the operator support apparatus automatically displays the related conversation scenario on the conversation scenario screen 230 in conjunction with the operation of selecting “case management” on the operation screen 220 of the operator.

In addition, the operator support device stores the “Matter Business” tag in the call DB while recording the call between the customer and the operator in conjunction with the operation of selecting “Matter Management” on the operator's business screen 220 ( ④). In other words, the operator support device operates in conjunction with the operation of selecting “Matter Management” on the operator's business Is added to the call being recorded in the call DB.

Conversely, when the operator selects, for example, “status” on the conversation scenario screen 230, the operator support apparatus automatically switches the business screen 220 to a screen related to the status and changes the cursor to the screen related to the status. Move to the desired position (⑤). In other words, the operator support device automatically switches the business screen 220 to the related screen and links the cursor to the relevant position in conjunction with the operator's operation of selecting “status” on the conversation scenario screen 230. Moving.

In addition, the operator support device stores the “Project status” tag in the call DB while recording the call between the customer and the operator in conjunction with the operation of selecting “Status” on the operator's conversation scenario screen 230. Yes (⑥). That is, the operator support apparatus adds the related tag to the call DB during the recording in synchronization with the operation of the operator selecting “status” on the conversation scenario screen 230.

As described above, the operator support apparatus according to the first embodiment automatically converts the conversation scenario related to the conversation scenario screen 230 in association with the operation of the operator on the customer information screen 210 and the business screen 220. Is displayed. Therefore, the operator can obtain a related conversation scenario without operating the conversation scenario screen 230, thereby improving the work efficiency of the operator.

Further, the operator support device according to the first embodiment identifies the contents of a call in conjunction with the operation of the operator on the customer information screen 210, the work screen 220, and the conversation scenario screen 230. Automatically add tags to calls you are recording. Therefore, the operator can efficiently reproduce the call recording in the post-processing, thereby improving the operator's work efficiency.

In addition, the operator support apparatus according to the first embodiment automatically switches the business screen 220 to the related screen in conjunction with the selection of the conversation scenario by the operator on the conversation scenario screen 230 to associate the cursor. Move to position. Therefore, the operator can omit the screen switching operation and the force moving operation on the operation screen 220, and can improve the operation efficiency of the operator. Next, the system configuration of the call center system according to the first embodiment will be described. FIG. ² is a function block diagram showing a system configuration of the call center system according to the first embodiment.

As shown in the figure, the Kono Les center system 4 0 includes a gatekeeper 1 0 0, and n stand operator terminal 2 0 0 ~ 2 0 0 _n, the operator supporting device 3 0 0, linkage device 4 0 0 Are connected to RAN500. The call center system 40 is connected to _m customer terminals 50i to 50m via the Internet 60. Here, the customer terminal 5 (^ to 50 _m has a telephone function for making a call using the Internet 60 such as an IP phone, and the customer calls the call center using the customer terminal 50 to 50 „ _1. , You can talk with the operator.

The gatekeeper 100 0 is a device that accepts a call to the call center from the customer terminal δ ί ^ δθ and allocates the call to the operator terminal 20 (any of ^ to 0 _η . Then, it instructs the assigned operator terminal and the customer terminal that has received the call to transmit the voice packet to be transmitted for the call to the operator support device 300 as well.

That is, the customer terminal that has received the call transmits the voice of the customer who uses the terminal to the assigned operator terminal using the voice packet, and also transmits the voice to the operator support device 300. In addition, the assigned operator terminal transmits the voice of the operator who uses the terminal to the customer terminal using a voice bucket, and also transmits the voice to the operator support device 300.

As described above, the voice packet to be transmitted for the call is also transmitted to the operator support apparatus 300 to the operator terminal allocated to the gatekeeper 100 and the customer terminal that has received the call. By instructing, the operator assistance device 300 can record the call between the customer and the operator.

Each of the operator terminals 200 i to 200 _η is a device having a telephone function for an operator to talk with a customer. Since all the operator terminals 20 C ^ S 0 0 _η have the same configuration and functions, hereinafter, the operator terminal 20 will be used as an example. Will be explained. In addition, since the customer terminal 5 (^ to OJ) also has the same configuration and function, the customer terminal 5 will be described below as an example.

The operator terminal ₂₀₀ _l is provided with an input device for inputting customer information, etc., and an operator support device 300 is provided for the customer information screen 210, business screen 220, and conversation script screen 230. And a display device for displaying information to be displayed.

The operator talks with the customer using the operator terminal 200 i while referring to the information provided by the operator support device 300, and inputs the customer's requirements. Then, the information had it occurred in the input to the operator is stored is transmitted to the operator supporting device _{3 0 0} in the database. The operator support device 300 provides information for assisting the operator in response to the operator's request from the operator terminal 200, as well as customer information and customer information input from the operator terminal 200i. It is a device that stores the cases in a database.

The coordinating device 400 requests information from the operator terminal 20 to the operator support device 300 and requests information from the operator support device 300 to the operator terminal 200! Is a device that mediates information to be provided.

That is, when requesting the operator support apparatus 300 to provide information, the operator terminal 200 # transmits the information provision request to the cooperation apparatus 400 instead of directly transmitting the information provision request to the operator support apparatus 300. I do. Further, when providing information in response to an information provision request from the operator terminal 200, the operator support apparatus 300 sends the information to the cooperation apparatus 400 instead of directly transmitting the information to the operator terminal 200. Send. The details of the process of the cooperative device 400 will be described later.

Next, the functional configuration of the operator support device 300 will be described. The operator support device 300 includes a customer information DB 301, a customer information providing unit 302, a business information DB 303, a business information providing unit 304, and a conversation scenario DB 300. 5, Scenario Talk DB 306, Coordination Control Information Storage Unit 307, Conversation Scenario Information Providing Unit 308, Call IP Address Storage Unit 309, Call DB 310, Call Management Part 3 1 and a communication unit 3 1 2.

Customer information D B 301 is a database that stores customer personal information. Specifically, this customer information DB 301 contains information such as the customer ID that identifies the customer, the ID of the customer terminal used by the customer, name, date of birth, gender, address, telephone number, workplace, and business type. Information is stored for each customer.

The customer information providing unit 302 is a processing unit that provides the customer's personal information stored in the customer information DB 301 in response to a request from the operator terminal 200i. The information provided by the customer information providing unit 302 is displayed on the customer information screen 210 of the operator terminal ²⁰⁰ .

When providing customer information for the first time, the customer information providing unit 302 receives the IP address of the customer terminal and the IP address of the operator terminal from the operator terminal 20 and, together with the customer ID, the call management unit 3. 1 pass to 1.

The business information DB 303 is a database that stores information on customer requirements. Specifically, the business information DB 303 stores, for each customer, cases such as consultations, complaints, and orders that the customer has made with the call center. For each project, the project ID for identifying the project, project name, status, deadline, product, person in charge, etc. should be noted.

The business information providing unit 304 is a processing unit that provides information about the customer's business stored in the business information DB 303 in response to a request from the operator terminal 200i. The information provided by the business information providing unit 304 is displayed on the business screen 220 of the operator terminal 200. The information input by the operator from the business screen 220 is stored in the business information DB 303 by the business information providing unit 304, and the conversation scenario DB 305 stores the conversation with the customer. It is a database that stores conversation scenarios created assuming in advance. Specifically, the conversation scenario DB 305 stores conversation scenarios such as customer confirmation, project management, order listening, complaint reception, and product consultation reception in a tree structure. The scenario talk DB 306 is a database that stores spoken words corresponding to the terminal scenario of the tree structure of the conversation scenario stored in the conversation scenario DB 305. For example, as a conversation scenario for greetings, we remember the spoken words such as "I was waiting for you. I am the person in charge." As a conversation scenario for project management regarding inquiries, "I understood something afterwards. Is it? "

Cooperative control information storage unit 3 0 7, the tags associated with displaying the conversation Shinario associated in conjunction with the operation of the customer information screen 2 1 0 and work screen ² 2 0 operator conversations Shinario screen 2 3 0 It is a storage unit that stores information to be added to call recording. The coordination control information storage unit 307 is used to display the conversation scenario screen of the operator.

It is also used when switching the business screen 220 to move the cursor position in conjunction with the specification of the conversation scenario in 230.

FIG. 3 is a diagram illustrating an example of the cooperation control information storage unit 307. As shown in the figure, the cooperation control information storage unit 307 stores a conversation scenario, an operation item, and a tag in association with each operation of an operator.

For example, the operation item “customer search” corresponds to the conversation scenario “customer confirmation” and the tag “customer authentication”. In addition, the conversation scenario “status J” and the tag “item status” correspond to the operation in which the operator inputs data to “status” which is one item of item management on the business screen 220.

As described above, the cooperation control information storage unit 307 stores the conversation scenario, the operation item, and the tag in association with each other, so that the tag corresponding to the operation of the operator is added to the call recording and the customer information is stored. Screen 210, business screen 220, and conversation scenario screen 230 can be displayed in cooperation.

The conversation scenario information providing unit 308 is a processing unit that provides information about the conversation scenario stored in the conversation scenario DB 305 and the scenario talk DB 306 in response to a request from the operator terminal 200. is there. This conversation scenario information provider

The information provided by 308 is the conversation scenario screen 2 of the operator terminal 200. Appears on 30.

Further, the conversation scenario information providing unit 308 receives information on the operation of the operator on the customer information screen 210 and the business screen 220 from the cooperation apparatus 400. Then, when information about the operation of the operator is received from the cooperation device 400, a conversation scenario corresponding to the operation of the operator is obtained using the cooperation control information storage unit 307, and the information of the obtained conversation scenario is stored in the cooperation device. Send to 400.

The conversation scenario information providing unit 308 obtains a tag corresponding to the operator's operation using the coordination control information storage unit 307, and uses the operator terminal to add the obtained tag to the call recording. It is passed to the call manager 311 with the IP address of 20.

Further, when providing information about the conversation scenario, the conversation scenario information providing unit 308 acquires the operation item corresponding to the conversation scenario using the cooperation control information storage unit 307, and acquires the acquired operation item. Is sent to the coordinating device 400.

In this way, the conversation scenario information providing unit 310 uses the correspondence information of the conversation scenario, the operation item, and the tag stored in the cooperation control information storage unit 307 to display the operator's customer information screen 210 and By sending the conversation scenario corresponding to the operation on the business screen 220 to the coordinating device 400 and passing the tag to the call management unit 311, the operator support device 3100 displays the operator's customer information screen 2 The conversation scenario is automatically displayed in conjunction with the operations on 10 and the business screen 220, and tags can be added to the call recording.

Further, the conversation scenario information providing unit 3008 uses the association between the conversation scenario and the operation item stored in the cooperation control information storage unit 307 to store the operation item corresponding to the conversation scenario specification of the operator by the cooperation device 4. By sending it to 00, the operator support device 300 can switch the business screen 220 in conjunction with the display of the conversation scenario and move the cursor.

The call IP address storage unit 309 recognizes from the source IP address included in the voice packet which voice bucket is the voice bucket for which customer's call. 03 011394

15 This is a storage unit that stores information for identification.

FIG. 4 is a diagram showing an example of the call IP address storage unit 309. As shown in the figure, the call IP address storage unit 309 stores an operator terminal IP address, a customer terminal IP address, and a customer ID in association with each other during a call.

For example, an IP address; ^ An operator terminal whose IP address is “1 1 1 2 2 2 1 1 1. 0 0 1” and an IP address of “1 0. The customer ID of a call made by a certain customer terminal is “1 2 3 4 5 6 7”, and the operator terminal and the IP address whose IP address is “1 1 1 2 2 2 1 1 1. The customer ID of the call made by the customer terminal having the address “200.10.00.20.00.02” is “76543321”.

Call DB 310 is a database that stores the call recordings of the operator and the customer. FIG. 5 is a diagram showing an example of the data structure of a call recording with a tag stored in the call DB 310. As shown in the figure, in this call recording, the voice buckets and tags of the operator and the customer are recorded in the order received by the call management unit 311.

The call management unit 311 is a processing unit that receives a voice packet from the customer terminal 50 # and the operator terminal 2 and stores it in the call DB 310. In other words, the call management unit 311 sends the customer terminal 50! And the IP address of the operator terminal 200 i and the customer ID are received and registered in the call IP address storage unit 309. Then, the call management unit 311 acquires the customer ID from the transmission source IP address included in the voice bucket received from the customer terminal 5 and the operator terminal 20 using the call IP address storage unit 309. Then, the voice packet is stored in the call DB 310 as the acquired customer ID call.

The call management unit 311 receives the IP address and tag of the operator terminal 200 from the conversation scenario information providing unit 3108, and stores the call IP address storage unit 3 from the IP address of the operator terminal 200. Get customer ID using 0 9 and get Attach tag to call recording of customer ID.

By adding a tag to the call recording by the call management unit 311, the operator can easily find the point to be reproduced when reproducing the call with the customer in the post-processing, and the operator's post-processing efficiency Can be improved.

The communication unit 3112 is a processing unit that communicates with the gatekeeper 100, the operator terminal 2000, and the cooperative device 400 via the LAN 500. The communication unit 312 communicates with the customer terminal 5i via the LAN 500 and the Internet 60. Next, screen cooperation processing by the cooperation device 400 will be described. FIG. 6 is an explanatory diagram showing an example for explaining screen cooperation processing by the cooperation device 400. The figure shows the processing by the cooperative device 400 when the operator operates the customer information screen 210, business screen 220 or conversation script screen 230 from the operator terminal 200. .

When the operator operates the cooperation source screen, the processing unit of the cooperation source screen transmits a URL corresponding to the operation of the operator to the cooperation apparatus and requests the screen (1). Then, the coordinating device 400 extracts an argument required for coordination from the received URL and transmits a screen request to the cooperating source information providing unit that provides the screen information of the operator support device 300 (2). .

Here, the arguments required for the cooperation include the customer ID. In addition, when the cooperation source screen is the customer information screen 210, the cooperation source information providing unit is the customer information providing unit 302, and when the cooperation source screen is the business screen 220, Is the business information providing unit 303, and if the cooperation source screen is the conversation scenario screen 230, the cooperation source information providing unit is the conversation scenario information providing unit 303. It is. Then, upon receiving the screen HTML response transmitted by the cooperation source information providing unit (3), the cooperation apparatus 400 transfers the received screen HTML response to the processing unit of the cooperation source screen (4). Extract the data required for cooperation from the screen H TML response. Here, as the cooperation data extracted from the screen HTML response, there are operation items and the like. Then, the link device 400 transmits the argument extracted from the URL and the link data extracted from the screen HTML response to the link information providing unit identified from the URL and the screen HTML response, and displays the screen displayed on the link destination screen. Make a request (5). Then, upon receiving the screen HTML reply transmitted by the link destination information providing unit (6), the linking apparatus 400 transfers the received screen HTML reply to the processing unit of the link destination screen (7). When the screen is the business screen 220, and the operator requests the “matter business” screen on the business screen 220, the URL for storing the information of the case management is sent to the coordination device 400 as a screen request together with the customer ID (1). . Then, the coordinating device 400 extracts the customer ID and transmits a screen request to the business information providing unit 304 of the operator support device 300 (2).

Then, upon receiving the screen HTML response transmitted by the business information providing unit 304 (3), the cooperative apparatus 400 transfers the received screen HTML response to the business screen 220 (4), and the data necessary for the cooperation. The client ID and the operation item “project business” are transmitted to the conversation scenario information providing unit 308, and a screen request to be displayed on the conversation scenario screen 230 is made (5). Then, upon receiving the information on the conversation scenario “case management” transmitted by the conversation scenario information providing unit 308 (6), the linking device 400 transfers the received information to the conversation scenario display screen 230 (7).

Next, a processing procedure of the call center system 40 according to the first embodiment will be described. FIG. 7 is a flowchart showing a processing procedure of the call center system 40 according to the first embodiment.

As shown in the figure, in the cone center system 40, the gate keeper 100 receives a call from a customer (step S701), and allocates an operator corresponding to the received call, that is, an operator terminal 20 (step S702). .

When the operator selects “search” on the operator terminal 20 and requests customer information while talking with the customer, the operator terminal 200 i P2003 / 011394

18 Request the provision of customer information (step S703). Then, the cooperation device 400 requests the customer information providing unit 302 of the operator support device 300 for customer information, and transmits the customer information received from the customer information providing unit 302 to the operator terminal 200. and transfers it to the customer screen ² 1 0.

Further, the cooperation device 400 sends “customer search” to the conversation scenario information providing unit 308 of the operator support device 300, and requests a conversation scenario corresponding to the operation item “customer search” (step S7). 0 4). Then, the conversation scenario information providing unit 308 sends the “customer authentication” conversation start to the coordinating device 400, and the call management unit 311 sends the IP address of the operator terminal 200 丄 and the “customer authentication” tag. The call management unit obtains the customer ID using the IP address storage unit 309 and adds the “customer authentication” tag to the call recording of the obtained customer ID (step S). 705).

Further, the cooperative device 400 requests the business information providing unit 304 of the operator support device 300 for information on the case list (step S706), and receives the information from the business information providing unit 304. The information about the case list is transferred to the business screen 220 of the operator terminal 200.

Then, when the operator operates the business screen 220 and the operator terminal 20 transmits a URL corresponding to the operation of the operator to the cooperation device 400 (step S770), the cooperation device 400 The URL is sent to the business information provider 304. Then, when the screen information is received from the business information providing unit 304, the received screen information is transferred to the operator terminal 200i (step S708).

Further, the coordinating device 400 transmits an operation item corresponding to the operation of the operator's business screen 220 to the conversation scenario information providing unit 308 (step S 709), and the conversation scenario information providing unit 3. 08 provides the conversation scenario corresponding to the operation item to the operator terminal 200 ^ via the cooperation device ⁴⁰⁰ (step S710).

Further, the conversation scenario information providing unit 3008 passes the tag corresponding to the operation item and the IP address of the operator terminal 200 to the call management unit 3111, and the call management unit 3111 The customer ID is acquired from the 1P address using the call IP address storage unit 309, and a tag is added to the call recording of the acquired customer ID (step S711).

While the operator is operating the operator terminal 200 while interacting with the customer (No at Step S712), the process returns to Step S707 to repeat the above-described processing. On the other hand, if the operator ends the conversation with the customer and performs an end operation from the operator terminal 200 (step S712, affirmative), the process is terminated. In parallel with the processing of S703 to step S711, the call management section 3111 receives the voice bucket of the call between the operator and the customer and stores it in the call DB 310 as a call recording (step S 7 13). Also, here, the case where the operator operates the business screen 220 has been described. However, when the operator specifies a conversation scenario on the conversation scenario screen 230, the conversation scenario is displayed on the operator terminal 20. In addition to being displayed on screen 230, the corresponding business information is displayed on business screen 220, and the corresponding tag is added to the call recording.

Thus, in this call center system 40, the operator is an operator terminal.

When the business screen 220 of 200 i is operated, the operator automatically outputs a conversation script corresponding to the operation of the business screen 220 to the conversation script screen 230 so that the operator can perform the conversation. The necessary conversation script can be obtained without operating the script screen 230.

The call center system 40 has an operator terminal 200

_By automatically adding the tag corresponding to the operation on the business screen 220 to the call recording when operating the business screen 220 of 1, the operator can easily specify the call location to be played back in post-processing. You can find out.

Next, the processing procedure of the conversation scenario information providing unit 308 shown in FIG. 2 will be described. FIG. 8 is a flowchart showing a processing procedure of the conversation scenario information providing unit 308 shown in FIG. As shown in the figure, the conversation scenario information providing unit 308 determines whether or not the cooperation device 400 has requested the display of the conversation scenario in cooperation with the other screen display. It is determined whether or not a conversation scenario to be displayed on the screen 230 has been designated (step S810).

As a result, when the cooperative device 400 requests the display of the conversation scenario in cooperation with another screen display, the conversation scenario corresponding to the operation item received from the cooperative device 400 is stored in the cooperative control information storage. It is specified by using the part 307 (step S802). On the other hand, when the operator specifies a conversation scenario to be displayed on the conversation scenario screen 230, the conversation scenario is specified from the scenario designation position (step S803).

The tag and the operation item corresponding to the specified conversation scenario are specified using the cooperation control information storage unit 307 (step S804), and the operator terminal 200 is added to add the specified tag to the call recording. It is passed to the call management unit 311 together with the IP address of 0 (step S805). In addition, a scenario talk is searched from the scenario talk DB 306 (step S806), and the conversation scenario, the scenario talk, and the operation item are transmitted to the cooperation device 400 (step S807).

As described above, the conversation scenario information providing unit 310 identifies the tag and the conversation scenario corresponding to the operation of the operator by using the cooperation control information storage unit 300 so that the operator support device 300 In addition to adding tags to call recordings, conversation scenarios corresponding to operator operations can be displayed automatically. Next, the processing procedure of the voice bucket reception processing and the tag reception processing by the call management unit 311 shown in FIG. 2 will be described. FIG. 9 is a flowchart showing a procedure of a voice bucket reception process by the call management unit 311 shown in FIG. As shown in the figure, when receiving a voice packet via the communication unit 312 (step S901), the call management unit 311 1 identifies the source IP address from the received voice packet. Take it out (step S902).

Then, the customer ID corresponding to the extracted IP address is specified using the call IP address storage unit 309 (step S903), and the call recording of the specified customer ID is performed. And store the voice packet in the call DB 310 (step S904).

FIG. 10 is a flowchart showing a procedure of a tag receiving process by the call management unit 311 shown in FIG. As shown in the figure, upon receiving the tag and the IP address via the communication unit 312 (step S1001), the call management unit 311 1 sets the customer ID corresponding to the received IP address. Is identified using the call IP address storage unit 309 (step S1002). Then, the tag is stored in the call DB 310 as a tag to be added to the call recording of the specified customer ID (step S1003). In this way, the call manager 311 receives the voice packets and tags, and stores the voice buckets and tags in the order in which they were received in the call DB 310 as a call recording, thereby creating a tagged call recording. can do.

Next, a description will be given of an example of a kagami with a tag for a call recording stored in the call DB310. FIG. 11 is an explanatory diagram for explaining an example of adding a tag to a call recording stored in a call DB 310. Here, a case where information on the customer who called the call center already exists in the customer DB 301 will be described.

As shown in the figure, when a call from a customer is assigned to an operator (①), the operator displays the customer information on the customer information screen 210 of the operator terminal 20 based on the calling ID. The ID is searched and set in the customer information providing section 302 (②). At this time, the operator support device 300 uses the tag “customer authentication” corresponding to the operation item “customer search” stored in the coordination control information storage unit 307 to record the call being recorded in the call DB 310. Add.

Then, a list of cases for the customer is displayed on the business screen 220 (③), and the tag “matter registration” corresponding to the operation item “matter business” stored in the coordination control information storage unit 307 is called by the call DB 3. Attach to 10 the call recording during recording (④). Then, when the operator selects a case (⑤) and selects “Status” on the business screen 220, the operator support device 300 operates the “operation item” stored in the cooperative control information storage unit 307. The tag “Project status” corresponding to “Status” is added to the call recording being recorded in the call DB 310 (3). Next, an example of a conversation scenario displayed in response to the operation of the operator will be described. FIG. 12 is an explanatory diagram for explaining an example of a conversation scenario displayed in response to an operation by an operator. Here, a case will be described in which information about the customer who called the call center already exists in the customer DB 301.

As shown in the figure, when a call from a customer is assigned to an operator (①), the operator displays the customer information on the customer information screen 210 of the operator terminal 20 based on the calling ID. The ID is searched and set in the customer information providing section 302 (②). At this time, the operator support apparatus 300 displays a conversation scenario “customer confirmation” corresponding to the operation item “customer search” stored in the coordination control information storage unit 307 on the conversation scenario screen 230.

Then, a list of cases for the customer is displayed on the business screen 220 (③), and a conversation scenario “project management” corresponding to the operation item “project business” stored in the cooperation control information storage unit 307 is displayed as a conversation scenario. Display on screen 230 (④). Then, the operator selects the project (⑤), by selecting the "status" in transaction screen 2 2 0, operator assisting apparatus ³ 0 0, the operation is stored in the cooperative control information storage unit ³ 0 7 item "stearyl The conversation scenario "status" corresponding to "one task" is displayed on the conversation scenario screen 230.

Next, an example of the business screen 220 displayed in response to the display specification of the conversation scenario by the operator will be described. FIG. 13 is an explanatory diagram for explaining an example of the business screen 220 displayed in response to the display specification of the conversation scenario by the operator. As shown in the figure, when the operator specifies “case management” on the conversation scenario screen 230 (①), the operator support device 300 communicates with the conversation stored in the cooperation control information storage unit 307. The screen for the operation item “Matter business” corresponding to the scenario “Matter management” is displayed on the business screen 220 (②).

Then, when the operator designates the “status” of the conversation scenario screen 230 (③), the operator support device 300 performs an operation corresponding to the conversation scenario “status” stored in the cooperation control information storage unit 307. Based on the item "Status" 03 011394

The cursor is automatically moved to the position of the status item on the screen displayed on the operation screen 220 (④).

As described above, in the first embodiment, the cooperation control information storage unit 307 of the operator support device 300 stores the conversation scenario and the tag in association with each other, and the conversation scenario information providing unit 308 When the conversation scenario is displayed on the conversation scenario screen 230 for operation, the tag corresponding to the conversation scenario is specified using the correspondence information stored in the cooperative control information storage unit 307, and the specified tag is talked. The management unit 311 was handed over along with the IP address of the operator terminal, and the call management unit 311 added a tag to the call recording of the customer ID corresponding to the received IP address. Thus, the operator can efficiently reproduce the call recording.

Further, in the first embodiment, the cooperation control information storage unit 307 of the operator support apparatus 300 stores the operation items of the operator and the conversation scenario in association with each other, and the conversation scenario information provision unit 308 The conversation scenario corresponding to the operation item is specified using the coordination control information storage unit 307, and the specified conversation scenario is displayed on the conversation scenario screen 230. Alternatively, the conversation scenario corresponding to the operation performed on the business screen 220 is automatically displayed on the conversation scenario screen 230, and the operator operates the customer information screen 210 and the business screen 220 to conduct a conversation scenario screen 2 The burden of operating 30 can be reduced.

Further, in the first embodiment, the cooperation control information storage unit 307 of the operator support apparatus 300 stores the operation items of the operator and the conversation scenario in association with each other, and the conversation scenario information provision unit 308 The operation item corresponding to the conversation scenario is specified using the cooperation control information storage unit 307, and the specified operation item is transmitted to the cooperation device 400.Therefore, the operator specifies the conversation scenario, A business screen corresponding to the conversation scenario can be obtained, and the burden of the operator operating the business screen 220 while operating the conversation scenario screen 230 can be reduced.

In the first embodiment, the case where the operator support apparatus 300 and the cooperation apparatus 400 are different apparatuses has been described. However, the present invention is not limited to this. The same applies to the case where the operator device 300 and the cooperation device 400 are integrated into one device.

In the first embodiment, the customer information providing unit 302, the business information providing unit 304, the conversation scenario information providing unit 308, and the call management unit 310 operate on the operator support device 300. Although the case has been described, the present invention is not limited to this, and can be similarly applied to a case where the apparatus is divided into a plurality of devices and operated together with a database and a storage unit using these processing units. . .

Further, in the first embodiment, the case where screen cooperation is performed using the cooperation apparatus 400 has been described. However, the present invention is not limited to this, and the customer information providing unit 302, business The same can be applied to a case where the information providing unit 304 and the conversation scenario information providing unit 308 directly perform screen cooperation. However, the functions provided by the customer information providing unit 302, the business information providing unit 304, and the conversation scenario information providing unit 308 are often constructed as independent systems. By using this, the call center system according to the present invention can be realized without greatly modifying these independent existing systems.

In Embodiment 1, the case has been described where the conversation scenario information providing unit 308 displays a conversation scenario corresponding to the operation of the operator and passes the tag to the call management unit 311. However, the present invention is not limited to this. The present invention can be similarly applied to a case where a function unit that passes a tag corresponding to an operation of an operator to the call management unit 311 is separated from the conversation scenario information providing unit 308 .

Further, in the first embodiment, a case has been described where a device having a telephone function of making a telephone call using the Internet such as an IP telephone is used as a customer terminal, but the present invention is not limited to this. Instead, when a customer uses a circuit-switched telephone, the same can be applied by providing a change in the call center to convert from circuit-switched to bucket-based communication.

Also, in the form 1 of the cat, the operator support has been described. However, since the configuration of the operator support is difficult by software, the same function is provided. An operator assistance program can be obtained. Therefore, a description will be given of a computer system including the operator support program # 1.

FIG. 14 is a diagram showing a combi- ter system that executes an operator support program according to the first embodiment. As shown in FIG. 14, a computer system 600 includes a main solution 601 and a main system # ¾ | 5601. A display 602 showing a ffif on the display 602a, a keyboard 603 for inputting various information to the computer system 600, and an arbitrary position on the display screen 602a of the display 602. A designated mouse 604, a LAN interface connected to a LAN 500 or a wide area network (WAN), and a modem 605 connected to a dynamic communication network 607. Here, the LAN 500 is connected to another computer system (PC). 611, server 612, printer 613, etc. and the computer system 600.

FIG. 15 is a block diagram showing the structure of the solution 5601 shown in FIG. As shown in the figure, the main unit 601 includes a CPU 621, a RAM 622, a ROM 623, a hard disk drive (HDD) 624, a CD-ROM drive 625, an FD drive 626, and an I / O. An interface 627 and a LAN interface 628 are provided.

The operator support program executed in the computer system 600 is stored in an awake storage medium such as a floppy disk (FD) 608, a CD-ROM 609, a DVD disk, a disk, or an IC card, and is read from these storage media. It is issued and installed in the computer system 600.

Alternatively, the operator support program is stored in a database of the disliked server 612 or a database of another computer system (PC) 611 via the LAN interface 628, read out from these databases, and read into the computer system 600. Installed.

The installed operator support program is stored in the HDD 624, and is executed by the CPU 621 using the RAM 622, the ROM 623, and the like.

Embodiment 2. By the way, in the first embodiment, the processing of the call center system relating to the interaction between the customer and the operator has been mainly described. However, the call center system must also perform processing other than the interaction between the customer and the operator. Therefore, in the second embodiment, a broader call center system process including a process other than the interaction between the customer and the operator will be described.

First, the system configuration and operation of the call center system according to the second embodiment will be sequentially described in detail with reference to FIGS. 16 to 23.

FIG. 16 is a functional block diagram showing the system configuration of the call center system according to the second embodiment.

In Fig. 16, terminal 1 is a terminal (with telephone) for a customer to connect to a center (call center) 2 via a network and receive product services by talking with the center 2. is there.

The center 2 is a center that connects to the customer's terminal 1 via the network and talks with the customer to provide product services, etc. Here, the Internet service (Web server) 21 and telephone control Means 22, Control means 23, Business program 27, Voice response means 28, Trigger control means 30, Log file 31, Trigger playback means 32, Conversation scenario 33, etc. is there.

The Internet service (Web server) 21 downloads a business selection screen, etc., to the customer's terminal 1 when connected from the customer's terminal 1 via the network →, and displays the customer's screen from the displayed screen. This is for letting the user select a job.

The telephone control means 2 2 is for connecting to the customer terminal 1 via the network and for the center 2 to have a voice conversation with the customer (for example, the control for talking to the customer by Vo IP telephone is performed). Is what you do).

The control means 23 connects to the customer's terminal 1 and records and plays back the conversation with the customer in the mouth dafinole 31 as a lip. The screen control means 24, the screen operation Means 25, voice operation means 26, and the like. The screen control means 24 controls the configuration of the screen of the operator terminal 4 and the like.

The screen operation means 25 is used when the operator operates the screen of the operator terminal 4 (operation of inputting an input field on the business screen displayed by the screen control means 24 or pressing a button). For example, it obtains a lip and records it in a lip file 31.

The voice operation means 26 exchanges voice with the telephone of the customer terminal 1 via the telephone control means 22 (shows the answer to the question from the customer by referring to the conversation scenario 33 to the operator). Or recording a log file with a title (tag) via the log control means 30 (described later with reference to FIGS. 17 to 23).

The business program 27 is for displaying information necessary for an operator to perform product transactions and service provision on the screen of the operator terminal 4 and to allow the operator to input necessary information.

The voice response means 28 is for exchanging information with the customer terminal 1 by voice (for example, for answering a question by voice of the customer by voice). The log control means 30 controls the conversation information when a conversation is made with the customer, such as storing the conversation information in the log inore 31 as a log corresponding to the input / output information and reading the log from the log file 31. Is performed.

The mouth file 31 records the contents of conversations between the customer and the center 2 as a mouth (see Fig. 23).

The lip reproduction means 32 reproduces the lip and associates the conversation with the input / output information and reproduces it.

Conversation scenario 33 is a case in which answers are registered in association with questions.

The operator terminal 4 assembles and displays the answer information via the voice response means 28 based on the information of the conversation scenario in response to the question from the customer, and transmits various responses such as transmitting the answer by voice or text. Is what you do. 11394

28 Next, the operation of the configuration in FIG. 16 will be described in detail according to the order from FIG. 17 to FIG. Here, the customers in the upper part of FIGS. 17 to 19 are those who operate the terminal 1 of FIG. 16 and have a conversation with the center 2 via the network. The Web server is the Internet service (Web server) 21 in Fig. 16. The web application is the control means 23 in FIG. The IP telephone GW is a telephone control means 22 or the like in FIG. 16 for performing an IP telephone. The automatic voice response is the voice response means 28 in FIG. Container information is the information collected and stored in the container. The log is recorded in the log file 31 in FIG.

FIG. 17 to FIG. 19 are flowcharts illustrating the operation of the call center system according to the second embodiment.

In FIG. 17, in S1, a customer operates a terminal 1 to access a homepage (here, URL _X ).

For S2, the Web app collects data. Here, the URL accessed by the customer in S1 or the IP address of the customer is collected.

S3 generates the data collected by the web application in S2 as container 丄 (container information).

In step S4, the container control unit 30 records the container generated in step S3 as a log in the mouth file 31. Here, the following information shown in the figure is recorded in the log file 31 as a log.

■ IP address (IP address of customer's terminal 1):

• Time (access time):

-URL _X (Homepage URL):

-Terminal capability i (customer's terminal 1 capability, for example, terminal 1 screen pixel count, LAN connection, etc.):

· Other:

In S5, the terminal 1 downloads the page of URI ^.

In S6, the terminal 1 displays the product search screen downloaded in S5 on the display device. To be displayed. For example, the terminal 1 displays a product search screen at the top of the screen of FIG. 21 described later.

In S7, the terminal 1 activates the communication ablet.

In S8, the terminal 1 displays the inquiry screen by starting S7.

In step S9, the customer inputs the contents of the inquiry.

In S10, the customer makes a call request. In S7 to S10, for example, as shown in the lower part of the screen in FIG. 21 described below, the customer inputs a telephone number, an e-mail address, the contents of the inquiry, etc. in order to make an inquiry, and clicks the inquiry button. Press to request a call.

In step S11, the web application receives the request transmitted in step S10 via the web server.

In step S12, the following information such as the information received in step S11 is recorded in the log file 31 as the log ₂ by the log control means 30.

-Customer ID:

■ IP address (customer terminal 1):

-Time (time received):

• Inquiry input contents:

•phone number:

• Email address:

-Terminal capability ₂ (number of screen pixels of customer terminal 1, LAN connection, etc.):

■ Others:

Through the above S1 to S12, a series of processing corresponding to the Web access is executed, and the logs i to ₂ are respectively recorded in the log file 31.

In step S13, the web application notifies the container of the automatic voice response and also notifies the log control means 30 as log ₃ .

In S14, the container i notified in S13 is regarded as log ₃ by the log control means 30.

Record in L. TJP2003 / 011394

30

S15 recognizes, as an inheritance, the container whose automatic voice response has been notified in S13. Through S13 to S15, the automatic voice response for the previous container i is recognized as inherited, and the log control means 30 records the log i in the log file 31 in association with the current time (time stamp).

In S16, the Web application responded to the reception of S11 and was requested at the time of the reception.

1 To start the P-phone, start the IP-phone GW as distribution i.

In S17, in response to the activation of S16, the IP telephone GW activates the service based on the existing automatic voice response inherited by inheriting S15.

In S18, the information at the time of S16 and SI7 (here, the customer ID, time, and service are recorded in the log file 31 by the log control means 30 as the log ₄ ).

In step S19, the automatic voice response requests connection by Vo IP.

In S20, the terminal 1 of the customer and the automatic voice response are connected by voice call.

In S21, the information at the time of S19 and S20 (here, the customer ID, the time, and the service are recorded as the log ₅ by the log control means 30 in the log file 31.

In S22, S23, and S24, the IP telephone GW starts conversation with the customer and starts recording the conversation, and the log control means 30 records the log ₆ (customer ID, voice slot. To record.

In S25, S26, and S27, in response to the customer's question, the automatic voice response performs a power search in which the answer to the question is registered with reference to the conversation scenario 33, and the log control means 30 log ₇ (customer ID, time, to record the scenario i-.~ _n, the question Ichi ₀ ~ J to the log file 31.

In S28, the automatic voice response determines whether the answer is not registered in the conversation scenario 33 and the answer is not possible. In the case of YES, the answer to the customer's question is not registered in the conversation scenario 33 in S41, and it is determined that the automatic voice response is not possible, so the process proceeds to the distribution ₂ (answer by the operator). At this time, the Web application generates a container ₂ (service ₂ that could not send a response in S25) in S31 described below, and

27 _ 1 and LOG control means 30 as LOG ₇ — (customer ID, time, service ₂ ) Record in log file 31. On the other hand, in the case of NO, since the answer to the customer's question is registered in the conversation scenario 33, the automatic voice response sends the answer to the customer in S29. Then, the customer receives the answer transmitted in S30, returns to S26, and repeats. Also, in S31, the web application generates a container ₂ (service ₂ whose response was transmitted in S29), and in S32, the log control means 30 logs ₈ (customer ID, time, service ₂ , response ₀ to J). Record in log file 31. Through steps S13 to S32 and S41, a series of processes corresponding to the automatic voice response was executed, and logs ₃ to ₈ were recorded in log file 31 respectively. It will be.

In FIG. 18, S42 corresponds to the distribution ₂ of S41 in FIG. 17, and the IP telephone GW puts the IP telephone on hold. As a result, a hold tone is uttered from the IP telephone of the customer terminal 1 in S43, and the log control means 30 records the information at this time in the log file 31 as log ₉ (customer ID, time, hold) in S44. .

In steps S45 and S46, the IP telephone GW calls and connects to the operator via Vo IP.

In S47, S48, and S49, the web application reads container ₂ (information recorded in log file 31 as log _{8 in} S31 in Fig. 17 described above) and recognizes it as inheritance ₂ by the operator. (Presentation), and the log control means 30 records it in the log file / log 31 as the log i0.

In S50 and S51, the log is switched by the IP telephone GW, and the log control means 30 starts log ₆ in S24 of FIG. 17 described above.Log ₆ ends, and recording of the voice slot ends. I do.

In steps S52, S53, and S54, the IP phone GW releases the hold, stops the holding sound to the customer terminal 1, and the log control means 30 logs u (customer ID, time, log 3 Record in 1.

Through the above steps S42 to S54, a series of call transfer (call transfer from the automatic voice response to the operator ₁ ) is executed, and the container ₂ uses the voice automatic response. Inherit unanswerable requirement to operator i. Further, the log ₉ to the log „are recorded in the log file 31 respectively.

S55, S56, and S57 respond to the release of the hold in S52, and the operator and the customer start a conversation, the Web app starts recording, and the log control means 30 Log i ₂ (customer ID, voice slot. ~ _N ) starts to be recorded in log file 31.

S 58, S 59, S 60, the customer questions to the operator i, with the operator to determine whether not answer by referring to a knowledge Ya unillustrated database, Kuchigu control means 30 log i ₃ (Customer Record the ID, time, scenario ID, and question ₂ — ₀ to _n ) in log file 31.

In S61, the operator cannot answer the answer, so it is different. If YES, since proved to not answer to questions of customers, the distribution ₃ S 71, a call transfer in another operator ₂ knowledge of S 72 and later in Figure 19. The Web application generates the information at this time as the container ₃ , and the log control means 30 records the log i 3 ^ (customer ID, time, service ₃ ) in the log file 31. On the other hand, in the case of NO, it is determined that the customer's question can be answered, so the process proceeds to S62.

S62, S63 and S64 were found to be answerable with NO in S61, so the operator sends the answer (service ₃ ) to the customer, and the customer receives it. b The application is generated as the container ₃ , and the log control means 30 records the log ₁₄ (customer ID, time, service ₃ , answer _2. ~ J in the log file 31. Then, S58 and subsequent steps are repeated.

By S 64, S 71 from the above S 55, the process of response by a series of operator i (operator answer customer questions) is executed, a log i ₄ from the log ₂ is recorded in the log file 31, respectively it It will be.

In FIG. 19, in step S72, the IP phone GW puts the IP phone on hold in response to distribution ₃ in S71 in FIG. Thus, holding tone from the customer terminal 1 of IP phone S 73 is uttered, the information at this time Kuchigu control means 30 log j in S 74 ₅ (Customer ID, time, hold ₂ ) is recorded in log file 31.

In steps 575 and S76, the IP telephone GW calls operator ₂ and connects with Vo IP.

S 77, S 78, S 79 is, We b app recognized as a container ₃ operator ₂ in succession ₃ (information recorded in the log file 31 as a log in S 63 of FIG. 18 already described) reads out (presentation ) as well as, Kuchigu control unit 30 records the mouth Dafuainore 31 as a log i _6.

580, S 81 is, IP telephone GW is log switch, those started log i ₂ Kuchigu control means 30 log i ₂ ends at S 57 of FIG. 18 already described, to end the recording of the voice slot .

In S82, S83, and S84, the IP phone GW sets the hold release to ₂ , release the hold sound to the customer terminal 1 and log control means 30 to log ₁₇ (customer ID, time, hold release ₂ , terminal capability) In the log file 31.

Through the above steps S72 to S84, a series of call transfer processing (call transfer from operator へ to operator ₂ ) is executed, and logs ₅ to ₇ are respectively recorded in log file 31. .

In response to the release of hold ₂ in S82, S85, S86, and S87 start a conversation between the operator ₂ and the customer, the Web app starts recording, and the log control means 30 Starts recording log ₈ (customer ID, voice slot, ~ _n ) in log file 31.

S 88, S 89, S 90, the customer questions to the operator _2, the operator ₂ refers to say Call or determine such knowledge Ya unillustrated database, Kuchigu control means 30 log ₁₉ (customer ID, the time, the scenario ID, question ₃ - ₀ ~ _n) is recorded in the log I le 31.

In step S91, the operator ₂ determines the response end force. In the case of YES, it is determined that the answer to the customer's question has been completed, so the process ends in S101 and S102 to S107 are executed. On the other hand, if the answer is NO, Since it is determined that there is not, go to S92.

Since it was determined that S92, S93, S94, and S95 did not end the answer with NO in S91, operator ₂ sent the answer (service ₄ ) to the customer, received it, and performed log control. Means 30 records log ₂₀ (customer ID, time, answers ₃ o to _n ) in log file 31. Then, repeat S 89 and later.

In S102, SI03, and SI04, since the answer by operator ₂ ended in S101, operator ₂ and the customer ended the conversation, the Web application ended recording, and the log control means 30 Is recorded in log file 31 as the end of log ₆ (customer ID, call duration).

S] · 05, S 106, S 107 , in response to the conversation / recording end at S 102, IP telephone GW disconnects the IP telephone, Kuchigu control unit 30 mouth grayed ₂₁ (customer ID, time , Conversation end) in the log file 31.

By S 104 from S 95, S 101 from S 85 of the above response by a sequence of operator ₂ (Operator ₂ answers to customer questions) it is executed the processing of each log file log ₂₀ from the mouth grayed ₁₈ It is recorded on 31.

FIG. 20 is a flowchart illustrating details of an operation related to an operator of the call center system according to the second embodiment.

In FIG. 20, S111 to S113 indicate that the operator i and the customer start a conversation, the web scenario starts recording, and the log control means 30 starts the log i by the log control means 30 ( Customer ID, start time, voice slot, recorded in log file 31 as ~ _n ).

3114 to 3118 read the contents of the container ₂ (customer ID, time, service ₂ , response i1. ~ J) recorded in the log file 31 as log _{8 in} S31 of FIG. b The scenario analyzes the contents of the container ₂ and, for example, the answer to the question is NG (the customer was not satisfied), except for the case where the answer by the automatic voice response to the customer's question was OK (the customer was satisfied with the answer). ) And refer to the conversation scenario (not shown) to find the appropriate conversation scenario (for example, Ask the question about "). The task corresponding to the question is started and linked, and the password control means 30 is used for the password (customer ID, time, unanswered question ₂ , question to the customer, conversation to ask the customer) Record as Scenario 1, Business J.

In step S119, the Web Scenario transfers and presents to the operator as information inheritance ₂ information that failed to answer the customer's question with automatic voice response.

From S111 to S119 above, call transfer, that is, information (SI 18 log) that could not answer customer's question by automatic voice response can be transferred to operator i and presented. Become (call data transfer).

From S121 to S124, when the operator i presented the inheritance ₂ of S119 sets a scenario tag at a position such as an important question in the presented conversation scenario, the web scenario The content of the location of the scenario tage (for example, an important part of the customer question (for example, "Nosokon")) is extracted, and the corresponding conversation scenario ₂ (for example, "'"the PC details and forms configuration information for the" CPU, and eject the memory, such as "as a conversation scenario ₂₎ to display the conversation Shinario ₂ to ask questions to the customer, Kuchigu control means 3 0 mouth Log (customer ID, time, scenario tag, conversation scenario ₂ ) in log file 31.

From the above S 1 1 1 to S 1 2 4, when the scenario operation, that is, the operator specifies an important part in the customer's question that was not resolved by the presented automatic voice response, the Web scenario further The detailed information that needs to be heard from the customer can be extracted and presented as a conversation scenario _{2 and the} log control means 30 can record it as a log.

From S125 to S130, the input field is displayed in the lower part of the conversation scenario ₂ displayed in S124, so here is the question of the customer's question that was not solved before When the operator key-inputs an item (for example, the name of a new software), the Web scenario analyzes the input item, retrieves the corresponding conversation scenario ₃ from the conversation scenario (not shown), and asks the customer a question. Show Conversation Scenario ₃ The log control means 30 records the log (customer ID, time, item, conversation scenario ₃ ) in the log file 31.

When data is input from S125 to S130 above, that is, when the operator i further inputs item ₁ to ask the customer in the presented scenario ₂ , the Web scenario needs to ask the customer about this item. It is possible to take out and present detailed information having a conversation as a conversation scenario ₃ and to record the log information as a log by the mouth control means 30.

From S 1 3 2 to S 1 3 6, the operator i inputs the information that needs to be heard from the customer displayed in the conversation scenario ₃ displayed in S 130 and further detailed information (input)

₃ ) Then, the Web scenario analyzes this, extracts the corresponding conversation scenario ₄ from the conversation scenario (not shown), and displays it. The mouth control means 30 (customer ID, time, business tag, conversation) Record scenario ₄ ) in log file 31.

When the business is started by the above S1 32 to S1 36, that is, when the operator i inputs the business ₃ tag to ask more detailed questions in the presented scenario ₃ , the web scenario needs to ask the customer about the business i. It is possible to take out and present certain detailed information as a conversation scenario ₄ and the log control means 30 can record it as a log.

For the S137 and S138, the operator refers to Scenario ₄ and enters a note (information that must be recorded in conversation with the customer) at the bottom of the relevant part of Conversation Scenario _4. Then, the log control means 30 records the log (customer ID, time, memo tag) in the log file 31 (memo tag operation).

S1 39 refers to Scenario ₄ , where the operator i has no time to enter as a memo while talking with the customer and presses the ENTER key, etc., and the relevant location in the conversation is important. When recording the effect that such portions, log control unit 3 0 log (customer ID, time, and records in the log file 3 1 as empty tags J (empty tag operation) ₀

From S141 to S147, the operator selects or inputs (input ₄ ) all the items confirmed by the conversation with the customer so far, and the web scenario analyzes this input ₄ The conversation scenario ₅ is created and displayed, and displayed on the customer confirmation screen, and the log control means 30 records the log (customer ID, time, conversation scenario ₅ , approval request) in the log file 31.

From S148 to S153, the customer inputs the approval (when the approval is input, the Web scenario generates, displays, and analyzes the conversation scenario _6, and the mouth control means 30 sends the customer ID (customer ID). , Time, conversation scenario ₆ , approval) are recorded in the log file 31 (input confirmation).

FIG. 21 is a diagram showing an example of a screen displayed on the customer terminal 1 according to the second embodiment. The upper part of the illustrated screen is an example of the product search screen of S6 in FIG. 17 described above, and here is a screen having an input field for selecting a product to be purchased.

The lower part of the screen shown in the figure is an example of the inquiry screen of S8 in Fig. 17 described above. is there.

On the above screen, the customer can input his / her customer information and select and input the information of the product to be inquired.

FIG. 22 is a diagram showing an example of a screen displayed on the operator terminal 4 according to the second embodiment.

In FIG. 22, the upper part of the screen is a part for displaying customer information. Here, the customer information of the customer “Kenji Yamaguchi” is displayed.

The middle and lower part of the right side of the screen is the part where the conversation scenario is displayed. Here, the current situation

-Under investigation by the developer

■ Then you will understand something power,

· You will hurry

And so on.

The middle and lower sections on the left side of the screen are the parts that display case information for customers. 3 011394

38 Here,

'Case ID:

-Project Title:

-status:

· Customer period:

■ Product Name:

-Comment: The screen stopped working after changing the modem settings.

• Contact person:

■ Survey status: Under investigation by the developer

'' F AQ: List of results

-search results:

-Other

And so on.

As described above, the call center system according to Embodiment 2 displays the customer information, the conversation scenario, and the case information in association with each other, and according to the flow charts of FIGS. 17 to 20 described above, It will be possible to efficiently provide various services to the customer with the automatic voice response and operator response with the customer.

FIG. 23 is a diagram showing an example of a log according to the second embodiment. The log shown is recorded in the log file 31. Here,

· Log ID:

-Date hour minute second:

-Customer information:

■ IP address:

· E-mail address:

. U P L page:

-Terminal capabilities (screen pixels, I / O type, LAN connection, etc.): 2003/011394

39 Correspondent information) Operator responding to customer leakage :)

• IP address (IP address of the terminal used):

.phone number: .

• Task ID:

-Terminal capabilities (voice, etc.):

Meeting participants:

Inquiry:

Service ID:

Scenario ID:

· Container information:

Stream start (start of voice conversation)

End of stream (end of voice conversation):

Number of slots (the number of slots where voice conversations were made):

Other:

Is recorded.

The call center system according to the second embodiment records and refers to the above information in the log file 31 and records a log of each state when a voice is automatically answered to a customer, a voice response is given by an operator or an operator _{2, and the} like. This makes it possible for other operators to refer to the log at the time of the subsequent voice response and respond appropriately to the customer.

As described above, according to the second embodiment, the conversation between the customer and the center 2 is recorded in the log file 31 as a log at each predetermined interval, and the conversation at that time, the customer information, and the like are input and output. Information is recorded in association with each other, and if necessary, the target language is searched and the relevant information is presented. In addition to responding to the question, it becomes possible to reproduce the customer's question, etc., and to appropriately deal with it, so that only the target log can be extracted and the customer's tendency can be analyzed. As described above, according to the present invention, when a recorded call is partially played back, the operator can specify a call content identifier to be added to the call recording in order to facilitate the identification of the playback location during the call. Stores the information corresponding to the operation performed on the terminal, and identifies the call content identifier corresponding to the operation performed by the operator when the operator performs an operation on the operator terminal during a call using the stored information. In addition, because the specified call content identifier is added to the call recording, the burden of post-processing that the operator uses for recording the call after ending the call with the customer is reduced, thereby improving the operator's business efficiency. Is achieved.

Further, according to the present invention, a business screen used when an operator processes a customer's business while talking with the customer and a conversation scenario screen used when a conversation scenario is used are displayed and displayed. The conversation scenario and the information on the operations performed by the operator during the call on the business screen are transmitted to the operator support device, and the conversation scenario screen specified by the transmitted operation information is received from the operator support device and received. The operator's terminal is configured to display the conversation scenario on the conversation scenario screen, reducing the burden of screen operations performed by the operator during a call with the customer, thereby improving the operator's business efficiency. It works. Industrial applicability

As described above, the operator support apparatus, the operator support terminal, the operator support program and the recording medium, and the operator support method according to the present invention support an operator who provides a service to a customer while calling the customer at a call center. Suitable for call center systems.

Claims

The scope of the claims

1. An operator support device for displaying information for assisting an operator who talks with a customer at a call center on an operator terminal, and for recording a call between the operator and the customer,

Cooperation control in which the call content identifier added to the call recording is stored in correspondence with the operation performed by the operator on the operator terminal during the call, in order to facilitate the identification of the playback location when partially playing back the recorded call Information storage means;

When an operator performs an operation on the operator terminal during a call, an identifier specifying unit that specifies a call content identifier corresponding to the operation performed by the operator using the cooperation control information storage unit;

Identifier adding means for adding the call content identifier specified by the identifier specifying means to the call recording;

An operator support device comprising:

2. Screen display means for displaying a business screen used when an operator processes a customer's business while talking with the customer and a conversation scenario screen used when using a conversation scenario;

Transmitting means for transmitting a conversation scenario displayed on the conversation scenario screen and information on an operation performed by the operator during a call on the business screen to the operator support apparatus,

Receiving means for receiving a conversation scenario screen specified by the operation information transmitted by the transmitting means,

And a second screen display unit for displaying the conversation scenario received by the reception unit on the conversation scenario screen.

3. The computer has information to assist the operator in talking with the customer at the call center. Information on the operator terminal and record the conversation between the operator and the customer.

Cooperation control in which the call content identifier added to the call recording is stored in correspondence with the operation performed by the operator on the operator terminal during the call, in order to facilitate the identification of the playback location when partially playing back the recorded call An identifier specifying procedure for specifying a call content identifier corresponding to an operation performed by the operator when the operator operates the operator terminal during a call using the information storage unit;

An identifier adding step of adding the call content identifier specified by the identifier specifying step to the call recording;

An operator support program for causing a computer to execute the following.

4. The coordination control information storage unit, in addition to the call content identifier, associates a conversation scenario created by assuming a conversation with a customer in advance with an operation performed by an operator on an operator terminal during a call. Remember,

A conversation scenario identification procedure for identifying a conversation scenario corresponding to the operation performed by the operator when the operator performs an operation on the operator terminal during a call using the cooperation control information storage unit;

4. The computer-readable storage medium according to claim 3, further comprising causing a computer to execute a conversation scenario linking procedure of displaying a conversation scenario specified by the conversation scenario specifying procedure on an operator terminal.

5. A display means for displaying a customer information screen for displaying personal information of the customer,

Transmission means for transmitting a conversation scenario displayed on a conversation scenario screen and information on an operation performed by the operator during a call on the customer information screen to the operator support apparatus,

Identified by the operation information transmitted by the transmission unit from the operator support device Receiving means for receiving a conversation scenario;

An operator support program, which functions as second display means for displaying the conversation scenario received by the receiving means on the conversation scenario screen.

6. A computer-readable recording medium on which a computer displays information for assisting an operator who talks with a customer at a call center on an operator terminal, and also records an operator assistance program for recording a call between the operator and the customer,

Cooperation control that stores the call content identifier added to the call recording in correspondence with the operation performed by the operator on the operator terminal during a call to facilitate identification of the playback location when partially playing back the recorded call An identifier specifying procedure for specifying a call content identifier corresponding to an operation performed by the operator when the operator operates the operator terminal during a call using the information storage unit;

A computer-readable recording medium on which an operator support program for causing a computer to execute the program is recorded.

7. A display means for displaying a customer information screen for displaying personal information of the customer,

Transmitting means for transmitting a conversation scenario displayed on a conversation scenario screen and information of an operation performed by the operator during a call on the customer information screen to the operator support apparatus,

Receiving means for receiving a conversation scenario specified by the operation information transmitted by the transmitting means,

Displaying a conversation scenario received by the receiving means on the conversation scenario screen; and recording an operator assistance program functioning as second display means. Computer readable recording medium.

8. An operator support method for displaying information for assisting an operator who talks with a customer at a call center on an operator terminal, and for recording a call between the operator and the customer,

Cooperation control in which the call content identifier added to the call recording is stored in correspondence with the operation performed by the operator on the operator terminal during the call, in order to facilitate the identification of the playback location when partially playing back the recorded call An identifier specifying step of, when the operator performs an operation on the operator terminal during a call using the information storage unit, specifying a call content identifier corresponding to the operation performed by the operator;

An identifier adding step of adding the call content identifier specified in the identifier specifying step to the call recording;

An operator support method characterized by including:

9. An operator terminal having a business screen used when the operator processes a customer's business while talking with the customer and a conversation scenario screen used when using the conversation scenario are provided.

The conversation scenario displayed on the conversation scenario screen and the information on the operation performed by the operator during the call on the business screen are transmitted to the operator support device in association with each other, and then transmitted from the operator support device. When the conversation scenario specified by the operation information is received,

An operator support method characterized by displaying the received conversation scenario on the conversation scenario screen.