WO2018092314A1 - Information processing device, information processing method, and program - Google Patents

Information processing device, information processing method, and program Download PDF

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Publication number
WO2018092314A1
WO2018092314A1 PCT/JP2016/084485 JP2016084485W WO2018092314A1 WO 2018092314 A1 WO2018092314 A1 WO 2018092314A1 JP 2016084485 W JP2016084485 W JP 2016084485W WO 2018092314 A1 WO2018092314 A1 WO 2018092314A1
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WO
WIPO (PCT)
Prior art keywords
voice
function
information processing
output
call
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Application number
PCT/JP2016/084485
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French (fr)
Japanese (ja)
Inventor
勝彦 福山
中村　敬一
Original Assignee
勝彦 福山
中村　敬一
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
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Publication date
Application filed by 勝彦 福山, 中村　敬一 filed Critical 勝彦 福山
Priority to PCT/JP2016/084485 priority Critical patent/WO2018092314A1/en
Priority to JP2018551005A priority patent/JPWO2018092314A1/en
Publication of WO2018092314A1 publication Critical patent/WO2018092314A1/en

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F3/00—Input arrangements for transferring data to be processed into a form capable of being handled by the computer; Output arrangements for transferring data from processing unit to output unit, e.g. interface arrangements
    • G06F3/16—Sound input; Sound output
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M1/00—Substation equipment, e.g. for use by subscribers
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing

Definitions

  • the present invention relates to an information processing apparatus, and more particularly, to an information processing apparatus that can be used in telephone answering work.
  • Patent Document 1 is one of the techniques used in such a telephone answering service.
  • Patent Document 1 discloses a tone signal detection unit that detects a tone signal included in audio data, a character string specification unit that specifies a character string of one or more characters corresponding to the detected tone signal, and is specified during a call.
  • An information processing apparatus having a display control unit that displays a displayed character string on a screen is described.
  • characters can be displayed on the screen on the operator side based on the tone signal transmitted from the consultant.
  • the counselor can transmit information to the operator using a push button instead of speaking during a call with the operator.
  • the telephone service is performed mainly by calling the consultant. Therefore, information other than a call with a counselor is generally transmitted via vision such as displaying characters on the screen of an information processing apparatus operated by an operator as described in Patent Document 1. As a result, there has been a problem that transmission of information to the operator may be excessively biased to visual.
  • an object of the present invention is to provide an information processing apparatus that can solve the above-described problem that information transmission to an operator may be excessively biased to visual sense. .
  • An information processing apparatus Voice input / output means for inputting and outputting voice; Voice control means for controlling voice input / output by the voice input / output means; Have The voice input / output means is configured to be used when using a first function provided in the information processing apparatus and used when using a second function different from the first function, When using the first function, the voice control unit outputs a voice of the first function from the voice input / output unit, and uses the second function while using the first function. When detecting that, the voice input / output means outputs the voice by the first function and outputs the voice by the second function.
  • the voice input / output means when it is detected that the second function is used while the first function is being used, the voice input / output means outputs the voice according to the first function and the voice according to the second function.
  • the voice input / output means outputs the voice according to the first function and the voice according to the second function.
  • the voice from the customer is received while receiving the voice from the system, it becomes possible to detect the irritation of the customer due to the elapse of the search time, for example, and it is possible to respond to the customer situation such as rounding up the search. It becomes possible.
  • the voice input / output means includes a pair of voice output means worn on the left and right ears of a user who uses the voice input / output means,
  • the voice control means outputs the voice by the first function from each of the pair of voice output means when using the first function, and the second function while using the first function. Is detected, the sound of the first function is output from one of the pair of sound output means, and the sound of the second function is output from the other of the pair of sound output means.
  • the configuration of “Yes” is adopted.
  • the voice input / output means includes one voice output means to be worn on either one of the left and right ears of a user who uses the voice input / output means.
  • the voice control means outputs the voice of the first function from the one voice output means when using the first function, and uses the second function while using the first function.
  • the first function outputs the sound of the first function, and outputs the sound of the second function at a volume different from the sound of the first function.
  • the first function is call means for a user of the information processing apparatus to make a call with a customer
  • the second function includes search means for searching database information stored in advance in a database. , The structure is taken.
  • the first function is a call means for a user of the information processing apparatus to make a call with a customer
  • the second function is to contact a different party from the customer with which the user of the information processing apparatus makes a call It adopts the configuration that it includes the communication means used when doing.
  • the voice input / output means includes voice input means for inputting a voice of a user who uses the voice input / output means,
  • the voice control means transmits voice information indicating voice inputted from the voice input means to a customer who is a partner of a call made by the call means when making a call by the call means, and If it is detected that the second function is used during a call by means, the voice information indicating the voice input from the voice input means is not transmitted to the customer who is the other party of the call made by the call means The structure is taken.
  • the information processing apparatus When the voice control unit detects that the second function is used during a call by the calling unit, the voice control unit transmits voice information indicating the voice input from the voice input unit to the second function.
  • the second function employs a configuration in which a predetermined process is performed based on the received audio information.
  • the call means is configured to transmit a predetermined hold sound to a customer during a call when detecting that the second function is used during a call by the call means
  • the voice control means adopts a configuration in which the voice according to the first function is output from the voice input / output means and the voice according to the second function is output.
  • the information processing apparatus Comprising information input means for receiving input of predetermined information by the user;
  • the call means adopts a configuration in which new incoming calls are not permitted during the input of information by the information input means.
  • the content of the call by the call means is configured to be stored as a voice log,
  • the stored voice log is configured to be reproducible at an arbitrary speed.
  • the second function employs a configuration in which result information indicating a result of the execution of the second function can be transmitted as voice information to a customer who is talking.
  • the second function employs a configuration in which the result information indicating the result of the execution of the second function is output by voice through the voice input / output unit.
  • the program which is the other form of this invention is: In an information processing apparatus having voice input / output means for inputting and outputting voice, Realizing voice control means for controlling voice input / output by the voice input / output means,
  • the voice input / output means is configured to be used when using a first function provided in the information processing apparatus and used when using a second function different from the first function,
  • the voice control unit When using the first function, the voice control unit outputs a voice of the first function from the voice input / output unit, and uses the second function while using the first function.
  • This is a program for realizing a process of outputting the voice by the first function and outputting the voice by the second function when the voice input / output means is detected.
  • an information processing method includes: An information processing method executed by an information processing apparatus having voice input / output means for inputting and outputting voice,
  • the voice input / output means is used when using the first function provided in the information processing apparatus, and is used when using a second function different from the first function.
  • the voice input / output means outputs the voice of the first function, and when the use of the second function is detected during the use of the first function, the voice input / output The sound output by the first function is output from the means, and the sound output by the second function is output.
  • the present invention can provide an information processing apparatus capable of solving the problem that information transmission to an operator may be excessively biased to visual sense. It becomes.
  • FIG. 1 It is a figure which shows an example of a structure of the information processing system which concerns on the 1st Embodiment of this invention.
  • FIG. 1 It is a block diagram which shows an example of a structure of the information processing apparatus shown in FIG.
  • FIG. 1 It is a figure which shows an example of the customer information shown in FIG.
  • FIG. 1 It is a figure which shows an example of the audio
  • FIG. It is a figure which shows an example of the inquiry information shown in FIG.
  • FIG. It is a block diagram which shows an example of a structure of the database apparatus shown in FIG.
  • FIG. It is a flowchart which shows an example of operation
  • FIG. 1 is a diagram illustrating an example of a configuration of an information processing system according to the first embodiment of the present invention.
  • FIG. 2 is a block diagram illustrating an example of the configuration of the information processing apparatus 3.
  • FIG. 3 is a diagram illustrating an example of the customer information 351.
  • FIG. 4 is a diagram illustrating an example of the audio log 352.
  • FIG. 5 is a diagram illustrating an example of the inquiry information 353.
  • FIG. 6 is a block diagram illustrating an example of the configuration of the database device 4.
  • 7 and 8 are flowcharts illustrating an example of the operation of the information processing apparatus 3.
  • FIG. 9 is a diagram illustrating an example of another configuration of the information processing system.
  • FIG. 10 is a block diagram illustrating an example of another configuration of the information processing apparatus 3.
  • FIG. 11 is a diagram summarizing an example of processing performed by the information processing system.
  • the information processing system in the present embodiment includes an information processing device 3 such as a personal computer (personal computer) having a function as a general telephone, and uses an earphone, a microphone, or the like connected to the information processing device 3. It is configured to be able to make calls with customers.
  • the information processing apparatus 3 performs processing necessary for telephone answering operations such as searching the database 43, sending / receiving mails, and exchanging with the outside, such as calls, according to voice instructions via the microphone or the like. It is configured to be able to.
  • the information processing device 3 determines whether the customer is in a call, whether to search the database 43 during a call, or to exchange with the outside such as sending and receiving mail during a call.
  • the sound input / output from the sound input / output unit 33 such as an earphone is controlled.
  • the information processing apparatus 3 outputs only the voice from the customer from the voice input / output unit 33 such as an earphone when a call is being made with the customer.
  • the information processing device 3 outputs the voice from the customer from both ears of the voice input / output unit 33 attached to the left and right ears of the operator.
  • the information processing apparatus 3 when searching the database 43 during a call with a customer or performing an external exchange by e-mail or the like, the information processing apparatus 3 performs a search or an external exchange along with the voice from the customer.
  • the sound output from the system is output from the sound input / output unit 33.
  • the information processing apparatus 3 outputs a voice from a customer from one ear side of the voice input / output unit 33 attached to each of the left and right ears of the operator and performs a search or the like from the other ear side. Is output.
  • the information processing apparatus 3 outputs the voice from the customer, while the voice from the system (for example, the voice accompanying the search instruction, the voice indicating the result of the search, the transmission / reception of the mail, etc.
  • Voice associated with processing necessary for telephone answering operations such as voice associated with communication).
  • the voice from the customer is received while receiving the voice from the system, it is possible to check the state of the customer while using the processing by the system.
  • the information processing system in the present embodiment includes a customer terminal 1, a network 2, an information processing device 3, and a database device 4.
  • a customer terminal 1 is connected to an information processing device 3 via a network 2.
  • the information processing device 3 is connected to the database device 4.
  • Customer terminal 1 is a terminal used by a customer.
  • the customer terminal 1 may be a fixed telephone or a portable telephone.
  • the network 2 is composed of a public network such as a telephone network. As shown in FIG. 1, the customer terminal 1 is connected to the information processing apparatus 3 via the network 2.
  • the network 2 may include a dedicated line network such as an IP (Internet Protocol) telephone network.
  • the information processing device 3 (information processing devices 3-1, 3-2, 3-3,..., Unless otherwise specified, is referred to as the information processing device 3) is information on a personal computer (personal computer), a tablet terminal, etc. It is a processing device.
  • the information processing apparatus 3 has a function as a general telephone. For example, two information processing apparatuses 3 are set as one set, and a telephone number is assigned in advance for each set (for each information processing apparatus 3). You may be assigned a phone number). Further, the information processing apparatus 3 can have a function of a general personal computer such as a mail transmission / reception function.
  • the information processing apparatus 3 has a voice analysis processing unit (not shown) that analyzes the input voice, and receives instructions and inputs of a series of work associated with telephone response operations such as transmission / reception of mails, telephone calls, and extension service.
  • a series of operations and confirmations necessary for telephone answering operations, such as confirmation of information, can be performed via voice.
  • the information processing device 3 is connected to the network 2 via a modulation / demodulation device (modem) (not shown).
  • modem modulation / demodulation device
  • the information processing apparatus 3 in this embodiment is connected to the network 2 using a mechanism called a representative group.
  • the representative group refers to a mechanism for receiving an incoming call to a line that is not in a call among the lines of the representative group in advance when an incoming call is received at the representative number.
  • the information processing device 3-1 when the information processing device 3-1 is in a call and the line of the representative number is in a call, and there is a call from another customer for the same telephone number, the information processing device 3-2
  • An information processing apparatus having another line such as the information processing apparatus 3-3 can respond.
  • the information processing device 3 is connected to the database device 4.
  • the information processing device 3 and the database device 4 may be connected via a network.
  • FIG. 2 is an example of a main configuration of the information processing apparatus 3.
  • the information processing apparatus 3 includes, as main components, for example, a screen display unit 31, an operation input unit 32, a voice input / output unit 33 (voice input / output unit), and a communication I / F unit. 34, a storage unit 35, and an arithmetic processing unit 36.
  • the screen display unit 31 is a screen display device such as an LCD (Liquid Crystal Display, liquid crystal display).
  • the screen display unit 31 displays various information such as customer information 351 on the screen in response to an instruction from the arithmetic processing unit 36.
  • the operation input unit 32 is an operation input device such as a keyboard or a mouse.
  • the operation input unit 32 detects an operation on the operation input device by an operator who operates the information processing device 3 and outputs the operation to the arithmetic processing unit 36.
  • a general configuration can be adopted as the configuration of the operation input unit 32.
  • the voice input / output unit 33 is a voice input / output device such as an earphone / microphone or a headset, and is configured to be capable of stereo reproduction, for example.
  • the voice input / output unit 33 is attached to each of the operator's left and right ears, and a pair of voice output devices (voice output means) such as an earphone that outputs voice to the operator, a microphone that inputs the voice of the operator, and the like Voice input device (voice output means).
  • the voice input device in the voice input / output unit 33 detects the voice input to the voice input / output device and outputs it to the arithmetic processing unit 36.
  • the voice output device in the voice input / output unit 33 outputs voice in response to an instruction from the arithmetic processing unit 36.
  • a general configuration can be adopted as the configuration of the voice input / output unit 33 (a general earphone with a microphone or the like may be used).
  • the communication I / F unit 34 has a function of performing data communication with various devices connected via a communication line.
  • the information processing apparatus 3 transmits and receives voice information to and from the customer terminal 1 via the communication I / F unit 34 and the network 2. Further, the information processing device 3 transmits and receives information to and from the database device 4 via the communication I / F unit 34.
  • the storage unit 35 is a storage device such as a hard disk or a memory.
  • the storage unit 35 stores processing information and programs 354 necessary for various processes in the arithmetic processing unit 36.
  • the program 354 is a program that realizes various processing units by being read and executed by the arithmetic processing unit 36.
  • the program 354 is read in advance from an external device (not shown) or a storage medium (not shown) via a data input / output function such as the communication I / F unit 34 and stored in the storage unit 35.
  • Main information stored in the storage unit 35 includes customer information 351, an audio log 352, and inquiry information 353.
  • Customer information 351 is information indicating customer attributes such as the number of calls received from the same customer terminal 1 (phone number) and predetermined customer information (for example, e-mail address).
  • the customer information 351 is created and stored in advance at the time of making a previous call or at the time of contract using the information processing system.
  • voice analysis processing units described above are configured to be able to store various types of information such as customer information 351. In such a case, information stored in the voice analysis processing unit may be used.
  • customer information 351 associates, for example, customer identification information, which is information for identifying a customer such as a telephone number, and customer correspondence information indicating customer attributes.
  • customer identification information is information for identifying a customer such as a telephone number
  • customer correspondence information indicating customer attributes.
  • the first line in FIG. 3 associates the customer identification information “XXX-XXX-XXX” with the customer correspondence information “A”.
  • the telephone number may be included in the customer correspondence information.
  • the information processing apparatus 3 when the information processing apparatus 3 receives a call from a customer having customer identification information (phone number) “XXX-XXX”, the information processing apparatus 3 stores the information in association with the customer identification information.
  • the displayed customer correspondence information is displayed on the screen display unit 31.
  • the information processing device 3 outputs the customer correspondence information (may be a part of the customer correspondence information) by voice via the voice input / output unit 33.
  • the information processing apparatus 3 may be configured to perform only one of the display on the screen display unit 31 and the output of audio via the audio input / output unit 33.
  • the information processing apparatus 3 can display / output that it is a call from a new customer, for example.
  • the information processing apparatus 3 can use the customer information 351 when, for example, trying to make a phone call or retransmitting an e-mail. For example, when trying to make a call or sending an e-mail, the information processing device 3 uses a telephone number or an e-mail address included in the customer information 351 to call or send an e-mail according to a voice instruction. Can be done. Further, when the operator tries to make a call, customer correspondence information (or customer correspondence information including the phone number to be made) stored in association with the telephone number (customer identification information) to be made is stored. While displaying on the screen display part 31, it can also be comprised so that it may output by an audio
  • the voice log 352 is information indicating voice information exchanged between the customer terminal 1 and the information processing device 3, such as the content of a call between the customer terminal 1 and the information processing device 3.
  • the voice log 352 is stored in the storage unit 35 according to the call when the information processing apparatus 3 is used to make a call with the customer terminal 1.
  • the voice log 352 includes customer-side voice, operator-side voice, and the like.
  • the voice log 352 is linked with the time of transmission / reception, etc., so that the time axis such as the customer-side voice and the operator-side voice is used. It is configured to be able to grasp the correspondence relationship.
  • the audio log 352 associates, for example, an identification number for identifying the audio log with audio log information indicating the content of the audio log.
  • the first line in FIG. 4 associates the identification number “1” with the audio log information “a (a1, a2)”.
  • a1 indicates the voice on the customer side
  • a2 indicates the voice on the operator side.
  • the voice log information included in the voice log 352 includes the voice on the customer side and the voice on the operator side.
  • the voice log 352 performs, for example, a predetermined operation on the operation input unit 32 (or a voice input / output unit) after a call with the customer terminal 1 (during call holding) or after a call with the customer terminal 1 ends. Can be reproduced at any speed (for example, every 1.2 times speed, up to a maximum of 2 times speed). That is, the audio log 352 can be output to the outside via the audio input / output unit 33. Further, since the audio log 352 is individually stored as described above, it is possible to reproduce only the customer-side audio or the operator-side audio. Since the voice logs 352 are associated with each other, the voices of the customer side and the operator side can be integrated and reproduced.
  • the voice log 352 is searched by a keyword (for example, input by voice via the voice input / output device 33) (search for one or both of the voice on the customer side and the voice on the operator side). It is also possible to play back the audio after the searched location.
  • a keyword for example, input by voice via the voice input / output device 33
  • search for one or both of the voice on the customer side and the voice on the operator side It is also possible to play back the audio after the searched location.
  • information indicating the content of the search result by the database search control unit 362 may be transmitted directly to the customer terminal 1 as voice information.
  • the voice log 352 can include information indicating the contents of the search result.
  • the audio log 352 can include audio from the system.
  • voice log 352 when the information which shows the content of a search result is contained in the audio
  • the inquiry information 353 includes the contents of the call with the customer terminal 1 and the contents of the subsequent processing (for example, title classification of the call contents, presence / absence of call in response to the call with the customer terminal 1, presence / absence of mail transmission, etc. ).
  • the inquiry information 353 is generated for each call, for example, by the operator under the control of the post-accepting process control unit 363 after the call with the customer terminal 1 is terminated.
  • the inquiry information 353 associates, for example, an identification number for identifying the inquiry information with the inquiry information indicating the contents of the inquiry information.
  • the first line in FIG. 5 associates the identification number “1” with the inquiry information “ ⁇ ”.
  • the arithmetic processing unit 36 has a microprocessor such as an MPU and its peripheral circuits, and reads and executes the program 354 from the storage unit 35, thereby realizing various processing units by cooperating the hardware and the program 354. It has a function to do.
  • main processing units realized by the arithmetic processing unit 36 for example, a call processing unit 361 (calling means, first function) and a database search control unit 362 (part of search means, an example of a second function) ), A post-reception processing control unit 363 (information input unit), and a voice control unit 364 (voice control unit).
  • the call processing unit 361 has a function as a general telephone, and performs processing when making a call with the customer terminal 1. For example, the call processing unit 361 outputs voice information received from the customer terminal 1 via the communication I / F unit 34 to the outside via the voice input / output unit 33. In addition, the call processing unit 361 transmits the voice input from the voice input / output unit 33 to the customer terminal 1 as voice information. In addition, the call processing unit 361 transmits a predetermined voice information (holding sound) to the customer terminal 1 in response to a predetermined operation on the operation input unit 32 or an instruction from the database search control unit 362 or the like. Predetermined processing such as processing is executed. In the present embodiment, the voice information received from the customer terminal 1 is output to the outside via the voice input / output unit 33 even while the call processing unit 361 is transmitting the hold sound to the customer terminal 1.
  • the call processing unit 361 also includes a call processing unit 361 such as the contents of a call performed by the call processing unit 361 (including information on the customer side and information on the operator side, and can include information from the system).
  • the audio information transmitted / received via is stored in the audio log 352 as an audio log.
  • the stored voice log 352 can be played back at an arbitrary speed at any timing (for example, after shifting to the hold state) even during a call with the customer terminal 1. .
  • the database search control unit 362 controls processing for searching the database 43 stored in the database device 4.
  • the database search control unit 362 causes the call processing unit 361 and the voice control unit 364 to operate. It notifies the start of the search process.
  • the call processing unit 361 transmits a predetermined hold sound to the customer terminal 1.
  • the voice control unit 364 outputs a customer voice from one of the pair of voice output devices, and outputs a voice from the system from the other of the pair of voice output devices. I do.
  • the database search control unit 362 After transmitting the notification that the search process is started, the database search control unit 362 outputs, via the voice input / output unit 33, for example, that the search process is started. Thereafter, the database search control unit 362 acquires search condition information indicating search conditions from the operator via the voice input / output unit 33 (the search condition information may be input via the operation input unit 32). . That is, the search condition information is acquired by voice. Then, the database search control unit 362 transmits the acquired search condition information to the database device 4.
  • the database search control unit 362 receives from the database device 4 a search result list indicating a list of search results according to the transmitted search condition information. Then, the database search control unit 362 displays a search result list on the screen display unit 31. Further, the database search control unit 362 outputs information based on the search result list (such as the number of search results in the search result list) via the voice input / output unit 33 by voice. When an arbitrary search result is selected from the search result list by the operation input unit 32 or voice, the database search control unit 362 displays the content of the search result on the screen display unit 31. Further, the database search control unit 362 outputs information indicating the content of the search result (for example, an answer to a manual, a necessary telephone number, etc.) by voice via the voice input / output unit 33.
  • the database search control unit 362 acquires search condition information by voice and outputs the search result by voice.
  • the information processing apparatus 3 may detect an unintended input and acquire unintended search condition information.
  • the database search control unit 362 can be configured to output the acquired search condition information via the voice input / output unit 33 after acquiring the search condition information by voice. .
  • the database search control unit 362 can be configured to immediately start accepting input of search conditions in accordance with a predetermined operation (for example, an operation on a keyboard).
  • the database search control unit 362 outlines the contents of the search results such as the time required for outputting the search results by voice and the number of characters of the search results before outputting the information indicating the contents of the search results by voice. It is possible to output a priori information indicating that by voice.
  • the database search control unit 362 notifies the call processing unit 361 and the voice control unit 364 that the search processing is ended in response to the operation of the operation input unit 32 by the operator. As a result, the transmission of the hold sound is ended, and the call with the customer terminal 1 is resumed.
  • the database search control unit 362 may be configured to be able to transmit information (result information) indicating the contents of the search result directly to the customer terminal 1 as voice information.
  • the database search control unit 362 connects the database device 4 and the customer terminal 1 in response to pressing of the operation input unit 32 by the operator (or in response to a voice instruction), and the database device 4 to the customer terminal 1 Can be configured to instruct information indicating the content of the search result to be transmitted as voice information.
  • the database search control unit 362 may be configured to transmit information indicating the content of the search result transferred from the database device 4 to the customer terminal 1 as voice information.
  • the post-acceptance processing control unit 363 controls processing when performing post-acceptance processing for processing the content of a call with the customer terminal 1 after the call with the customer terminal 1 is terminated.
  • the post-accepting process control unit 363 receives the call processing unit 361 after receiving it. Notify that processing will start.
  • the call processing unit 361 does not make a new call from a call-ready state that can accept a new call (that is, can call a new customer terminal 1). (In other words, the call with the new customer terminal 1 is rejected), and the state shifts to a power-incapable state.
  • the post-acceptance process control unit 363 can notify the operator that the process has shifted to the post-acceptance process state via the voice input / output unit 33 or the like after notifying that the post-acceptance process is started.
  • the post-accepting process control unit 363 After shifting to the post-accepting process state, acquires, for example, inquiry information input via the voice input / output unit 33 (the inquiry information is input via the operation input unit 32). It does not matter.) Then, the post-reception processing control unit 363 stores the acquired information in the storage unit 35 as inquiry information 353.
  • the information stored as the inquiry information 353 can include information indicating the result of sending / receiving mail and the result of calling.
  • the post-acceptance processing control unit 363 notifies the call processing unit 361 that the post-acceptance post-processing is ended in response to the operation of the operation input unit 32 by the operator. As a result, the call processing unit 361 shifts from a call-impossible state to a call-ready state.
  • the audio control unit 364 controls audio input / output from the audio input / output unit 33.
  • the voice control unit 364 when making a call between the information processing apparatus 3 and the customer terminal 1 using the call processing unit 361, receives the customer's request from both of the pair of voice output devices in the voice input / output unit 33. Output audio. That is, during a call with the customer terminal 1, the customer's voice is output from both the pair of voice output devices such as earphones. In this case, the voice control unit 364 transmits information input from a voice input device such as a microphone to the customer terminal 1 as voice information via the call processing unit 361.
  • the voice control unit 364 includes a pair of voice output devices.
  • the voice of the customer is output from one of the voices
  • the voice from the system is output from the other of the pair of voice output devices (the voice instructed to be output from the database search control unit 362.
  • the audio from the customer is output from one of a pair of audio output devices such as earphones, and the audio from the system from the other Will be output.
  • the voice control unit 364 does not transmit information input from the voice input device such as a microphone to the customer terminal 1, and the database It transmits to the search control part 362.
  • the database search control unit 362 transmits the input information to the database device 4 to execute a search based on the input information.
  • the database device 4 is an information processing device having a database 43 to be searched for manuals and telephone numbers. As shown in FIG. 1, the database device 4 is connected to the information processing device 3, and executes a search of the database 43 using the search condition information transmitted from the information processing device 3.
  • the database apparatus 4 may be connected to the information processing apparatus 3 via a network.
  • FIG. 6 is an example of a main configuration of the database device 4.
  • the database device 4 includes, for example, a communication unit 41, a search unit 42 (part of search means), and a database 43 (database information) as main components.
  • the communication unit 41 communicates with the information processing apparatus 3.
  • the communication unit 41 receives search condition information from the information processing device 3.
  • the communication unit 41 outputs a search result and a search result list to the information processing apparatus 3.
  • the search unit 42 searches the database 43 using the search condition information received from the information processing apparatus 3. Then, the search unit 42 transmits a search result or a search result list as a search result to the information processing device 3 via the communication unit 41.
  • the database 43 is a storage device such as a hard disk or a memory.
  • the database 43 stores data to be searched such as manuals and telephone numbers. Information stored in the database 43 is retrieved by the retrieval unit 42.
  • the above is an example of the configuration of the database device 4.
  • the information processing system has a configuration as described above, for example.
  • the customer operates customer terminal 1 to make a call to information processing device 3 (step S101).
  • the information processing apparatus 3 When receiving a call from the customer terminal 1, the information processing apparatus 3 refers to the customer information 351. Then, the information processing device 3 displays customer correspondence information corresponding to the customer identification information of the customer terminal 1 on the screen display unit 31 and outputs the customer correspondence information from the voice input / output unit 33. Thereafter, the information processing device 3 starts a call with the customer who operates the customer terminal 1 (step S201).
  • the voice control unit 364 In this stage (stage where the customer and the operator are in a call), the voice control unit 364 outputs the customer's voice from both of the pair of voice output devices in the voice input / output unit 33. That is, during a call with the customer terminal 1, the customer's voice is output from both the pair of voice output devices such as earphones (step S401). At this stage, the voice control unit 364 transmits information input from a voice input device such as a microphone to the customer terminal 1 as voice information via the call processing unit 361.
  • the information processing apparatus 3 records the content of the call between the customer and the operator as an audio log 352.
  • the operator When it becomes necessary to search the database 43 during a call with a customer, the operator operates the operation input unit 32. Thereby, the database search control unit 362 grasps that the search process is started, and notifies the call processing unit 361 and the voice control unit 364 that the search process is started (step S301).
  • the call processing unit 361 transmits a hold sound to the customer terminal 1 (step S202).
  • the voice control unit 364 outputs the customer's voice from one of the pair of voice output devices, and outputs the voice from the system from the other of the pair of voice output devices. That is, while the search process is being executed, the voice from the customer is output from one of a pair of audio output devices such as earphones, and the audio from the system is output from the other (step S402).
  • the voice control unit 364 does not send information input from a voice input device such as a microphone to the customer terminal 1 but sends it to the database search control unit 362.
  • the database search control unit 362 When the database search control unit 362 receives the search condition information indicating the search condition via the operation input unit 32 or the voice input / output unit 33, the database search control unit 362 transmits the search condition information to the database device 4. Subsequently, the database device 4 receives the search condition information. Then, the search unit 42 of the database device 4 searches the database 43 based on the received search condition information. Then, the database device 4 transmits to the information processing device 3 a search result list indicating a list of search results corresponding to the received search condition information and a search result. For example, the database search control unit 362 executes the search process by the process as described above (step S302).
  • the operator operates the operation input unit 32.
  • the database search control unit 362 recognizes that the search process is to be ended, and notifies the call processing unit 361 and the voice control unit 364 that the search process is to be ended (step S303).
  • the call processing unit 361 terminates the transmission of the hold sound to the customer terminal 1. Also, the voice control unit 364 outputs the customer's voice from both voice output devices, and transmits information input from the voice input device to the customer terminal 1 (step S402). By such processing, the call between the customer terminal 1 and the information processing device 3 is resumed (step S203).
  • the customer terminal 1 and the call processing unit 361 end the call (steps S102 and S204).
  • the search process may be performed a plurality of times during a call between the customer terminal 1 and the call processing unit 361.
  • post-acceptance processing control unit 363 transmits an instruction to start post-acceptance processing to call processing unit 361 according to the operation of operation input unit 32 by the operator (step S501).
  • the operation of the operation input unit 32 by the operator is performed every time the call with the customer terminal 1 is terminated, for example.
  • the call processing unit 361 receives an instruction to start post-acceptance processing from the post-acceptance process control unit 363. Then, the call processing unit 361 shifts to a call-impossible state, and stops accepting a new call from the customer terminal 1 (step S103).
  • the post-reception processing control unit 363 receives inquiry information input via the operation input unit 32 and the voice input / output unit 33. In addition, necessary processing such as sending and receiving mails and calling is performed as necessary. Then, the post-acceptance processing control unit 363 stores the input inquiry information, mail transmission / reception results, telephone results, and the like in the storage unit 35 as inquiry information 353. For example, the post-reception processing control unit 363 executes post-reception processing in this way (step S502).
  • the post-accepting process control unit 363 notifies the call processing unit 361 that the post-accepting process is terminated in accordance with the operation of the operation input unit 32 by the operator (step S503). As a result, the call processing unit 361 shifts from a call-impossible state to a call-ready state (step S104).
  • the above is an example of the flow of post-reception processing performed by the post-reception processing control unit 363.
  • the database device 4 is assumed to exist outside the information processing device 3.
  • the function as the database apparatus 4 may exist inside any one of the information processing apparatuses 3.
  • Each information processing device 3 may have a function as the database device 4.
  • the information processing device 3 is connected to the network 2 via a modulation / demodulation device (not shown) has been described.
  • the information processing device 3 is connected to the network 2 via an exchange 5 that performs call control such as to which information processing device 3 the received telephone from the customer terminal 1 is assigned. It doesn't matter.
  • the database apparatus 4 may be connected to the information processing apparatus 3 via the exchange 5.
  • the customer terminal 1 and the information processing apparatus 3 do not necessarily have to be connected using a representative group mechanism, and may be configured to be connected via an IP network without a telephone line network. Absent.
  • the audio control unit 364 can adjust the volume and the like for each of the pair of audio output devices. That is, the volume of the sound output from the voice output device on the left ear side of the operator and the volume of the sound output from the voice output device on the right ear side of the operator can be adjusted independently.
  • a pair of voice output devices such as earphones that are attached to the left and right ears of the operator and output voice to the operator are included.
  • voice output means such as earphones that are attached to the left and right ears of the operator and output voice to the operator.
  • the voice output device instead of a pair of earphones worn on the left and right ears of the operator, one earphone (one voice output device) that is worn only on one of the left and right ears of the operator is adopted as the voice output device.
  • the audio output devices 33-4, 33-5, and 33-6 in FIG. 9 for example, the audio output devices 33-4, 33-5, and 33-6 in FIG. 9).
  • the voice control unit 364 outputs, for example, the voice by the first function and the voice by the second function at the same time.
  • the voice control unit 364 can be configured to output with a difference in volume between the voice of the first function and the voice of the second function.
  • the customer's voice (the first function) is compared with the voice from the system (the voice by the second function). It is conceivable to reduce the volume of the sound due to the function.
  • the audio control unit 364 when reproducing the audio log 352, the audio control unit 364 outputs the customer's audio from one of the pair of audio output devices, and the audio of the audio log 352 from the other of the pair of audio output devices. Can be configured to output. That is, when the audio log 352 is reproduced during a call with the customer, the customer's voice is output from one of the pair of voice output devices while transmitting the hold sound to the customer, and the pair of voice outputs. The voice of the voice log 352 can be output from the other of the devices.
  • the second function implemented in the information processing apparatus 3 is not limited to the database search control unit 362.
  • the information processing apparatus 3 can include an external contact control unit 365 (contact means).
  • the external contact control unit 365 performs control necessary for contacting a different party during the call with the customer (for example, when exchanging with the outside such as sending / receiving mail or calling). .
  • Such a process is necessary, for example, when performing presence confirmation in a telephone agency service.
  • the operation input unit 32 is operated by an operator (for example, when a predetermined portion of the keyboard is pressed)
  • the external communication control unit 365 and the call processing unit 361 and the voice control unit 364 is notified of the start of external contact processing.
  • the call processing unit 361 transmits a predetermined hold sound to the customer terminal 1.
  • the voice control unit 364 performs control such that the customer's voice is output from one of the pair of voice output apparatuses and the voice from the system is output from the other of the pair of voice output apparatuses.
  • the external contact control unit 365 After transmitting the above notification, the external contact control unit 365 outputs, via the voice input / output unit 33, for example, a voice that the contact processing with the outside is started. Thereafter, the external contact control unit 365 acquires information on necessary processing such as mail and call from the operator via the voice input / output unit 33, and processes based on the acquired information (that is, transmission of mail and call) Etc.). Thereafter, the external contact control unit 365 notifies the call processing unit 361 and the voice control unit 364 that the search processing is ended in accordance with the operation of the operation input unit 32 by the operator. As a result, the transmission of the hold sound is ended, and the call with the customer terminal 1 is resumed.
  • functions other than the database search control unit 362 can be implemented as the second function.
  • FIG. 1 An example of processing performed by the information processing system described in the present embodiment is summarized as shown in FIG. 1
  • an incoming call from a customer and a response to the customer are performed via the exchange 5 and the information processing device 3. Further, when it is necessary to play a holding sound, the information processing apparatus 3 transmits a holding sound.
  • a search by voice is performed while sending a hold sound to the customer according to an operation by the operator.
  • a voice reply is made to the operator.
  • the reply by a voice is directly performed with respect to a customer from the information processing apparatus 3 without going through an operator. Whether the answer by voice is made to the operator or directly to the customer can be selected, for example, by an operation on the operation input unit 32 or an instruction by voice via the voice input / output unit 33.
  • Voice information transmitted / received from the information processing apparatus 3 such as an incoming call from a customer, a response to the customer (that is, a call), a holding tone, and a voice response directly sent from the information processing apparatus 3 to the customer is stored as an audio log 352 Is done.
  • the operator can perform search processing by operating the operation input unit 32 in addition to performing search by voice.
  • exchanges with the outside can be performed under voice control. In this case, during the process, for example, a hold sound is transmitted to the customer. It should be noted that exchanges with the outside such as sending and receiving e-mails and calls can be performed even while a call is not being made with the customer.
  • the voice log 352 can be reproduced even during a call with a customer.
  • the audio log 352 can be reproduced at an arbitrary speed.
  • a hold sound is transmitted to the customer.
  • the information processing apparatus 3 includes the voice control unit 364 and the voice input / output unit 33.
  • the voice control unit 364 outputs the customer's voice from both of the pair of voice output devices when the customer and the operator are talking, and when searching, the customer's voice is output from one of the pair of voice output devices. Audio is output, and audio from the system is output from the other. With such a configuration, it is possible to output search results and the like by voice. As a result, it is possible to solve the problem that the transmission of information to the operator may be excessively biased to visual. As a result, for example, even a person who has a hearing impairment can perform a telephone service without any problem.
  • the customer's voice is output from one of the pair of voice output devices in the scene being searched. This makes it possible to detect customer irritation and the like due to the passage of search time, and to take measures according to the customer's situation such as rounding up the search.
  • the information processing system described in this embodiment can be realized by providing an information processing device such as a personal computer, a network, and a stereo earphone microphone. Therefore, for example, the system can be introduced without newly preparing a dedicated device.
  • the programs described in the above embodiments and supplementary notes are stored in a storage device or recorded on a computer-readable recording medium.
  • the recording medium is a portable medium such as a flexible disk, an optical disk, a magneto-optical disk, and a semiconductor memory.

Abstract

An information processing device comprising a sound input/output means for inputting and outputting sound and a sound control means for controlling sound input and output via the sound input/output means, wherein: the sound input/output means is configured to be used when using a first function of the information processing device, as well as when using a second function different from the first function; when the first function is used, the sound control means outputs, via the sound input/output means, sound produced by the first function; and when the sound control means has detected, while the first function is being used, a message indicating use of the second function, the sound control means outputs, via the sound input/output means, sound produced by the second function, as well as sound produced by the first function.

Description

情報処理装置、情報処理方法、プログラムInformation processing apparatus, information processing method, and program
　本発明は、情報処理装置に係り、特に、電話応対業務において利用可能な情報処理装置に関する。 The present invention relates to an information processing apparatus, and more particularly, to an information processing apparatus that can be used in telephone answering work.
　電話を介して相談者とオペレータとが通話を行い相談者からの相談に応答する電話応対業務が知られている。 There is known a telephone answering service in which a consultant and an operator make a call via a telephone and respond to a consultation from the consultant.
　このような電話応対業務において用いられる技術の一つとして、例えば、特許文献１がある。特許文献１には、音声データに含まれるトーン信号を検出するトーン信号検出部と、検出されたトーン信号に対応する１文字以上の文字列を特定する文字列特定部と、通話中において、特定された文字列を画面に表示させる表示制御部と、を有する情報処理装置が記載されている。特許文献１によると、上記構成により、相談者から送信されるトーン信号に基づいて、オペレータ側の画面に文字を表示させることが出来る。その結果、相談者は、オペレータとの通話中において発話の代わりにプッシュボタンにより情報をオペレータに伝達することが可能となる。 For example, Patent Document 1 is one of the techniques used in such a telephone answering service. Patent Document 1 discloses a tone signal detection unit that detects a tone signal included in audio data, a character string specification unit that specifies a character string of one or more characters corresponding to the detected tone signal, and is specified during a call. An information processing apparatus having a display control unit that displays a displayed character string on a screen is described. According to Patent Document 1, with the above configuration, characters can be displayed on the screen on the operator side based on the tone signal transmitted from the consultant. As a result, the counselor can transmit information to the operator using a push button instead of speaking during a call with the operator.
特開２０１５－２６９２４号公報JP 2015-26924 A
　上記のように、電話応対業務は、主に相談者と通話することにより行われる。そのため、相談者との通話以外の情報は、特許文献１に記載のようにオペレータが操作する情報処理装置の画面中に文字を表示するなど視覚を介して伝達されることが一般的である。その結果、オペレータに対する情報の伝達が過度に視覚によるものに偏ってしまうおそれがある、という問題が生じていた。 As mentioned above, the telephone service is performed mainly by calling the consultant. Therefore, information other than a call with a counselor is generally transmitted via vision such as displaying characters on the screen of an information processing apparatus operated by an operator as described in Patent Document 1. As a result, there has been a problem that transmission of information to the operator may be excessively biased to visual.
　このように、オペレータに対する情報の伝達が過度に視覚によるものに偏ってしまうと、例えば、視覚に障害を有する人が必要な情報を取得することが難しくなるおそれがある。また、例えば、画面上に多数の情報が表示され確認することが困難になるおそれがある。 As described above, if the transmission of information to the operator is excessively biased to visual sense, for example, it may be difficult for a person with visual impairment to acquire necessary information. In addition, for example, a large amount of information may be displayed on the screen and may be difficult to confirm.
　そこで、本発明の目的は、上述した課題である、オペレータに対する情報の伝達が過度に視覚によるものに偏ってしまうおそれがある、という問題を解決することができる情報処理装置を提供することにある。 Accordingly, an object of the present invention is to provide an information processing apparatus that can solve the above-described problem that information transmission to an operator may be excessively biased to visual sense. .
　本発明の一形態である情報処理装置は、
　音声を入出力する音声入出力手段と、
　前記音声入出力手段により入出力される音声を制御する音声制御手段と、
　を有し、
　前記音声入出力手段は、情報処理装置に装備された第１の機能を利用する際に用いられるとともに、前記第１の機能とは異なる第２の機能を利用する際に用いられるよう構成され、
　前記音声制御手段は、前記第１の機能を利用する際、前記音声入出力手段から当該第１の機能による音声を出力し、前記第１の機能の利用中に前記第２の機能を利用する旨を検知すると、前記音声入出力手段から前記第１の機能による音声を出力するとともに、前記第２の機能による音声を出力する
　という構成を採る。 An information processing apparatus according to one aspect of the present invention
Voice input / output means for inputting and outputting voice;
Voice control means for controlling voice input / output by the voice input / output means;
Have
The voice input / output means is configured to be used when using a first function provided in the information processing apparatus and used when using a second function different from the first function,
When using the first function, the voice control unit outputs a voice of the first function from the voice input / output unit, and uses the second function while using the first function. When detecting that, the voice input / output means outputs the voice by the first function and outputs the voice by the second function.
　上記発明によると、第１の機能の利用中に第２の機能を利用する旨を検知すると、声入出力手段から第１の機能による音声を出力するとともに、第２の機能による音声を出力する。このような構成により、例えば、顧客との電話中に顧客からの音声（第１の機能による音声）を受け取りつつ、システムからの音声（第２の機能による音声）を受け取ることが可能となる。その結果、例えば、顧客からの音声を受け取りつつ、検索実行の指示や検索結果に基づくシステムからの音声、メールの送受信や顧客とは別の相手に対する架電に基づくシステムからの音声、などを受け取ることが可能となり、必要な情報の取得や検索、操作指示といった電話応対業務に必要なすべてのプロセスを、聴覚を利用して実行することが可能となる。また、システムからの音声を受け取りつつ顧客からの音声も受け取るため、例えば検索時間経過などによる顧客のいらだちなどを察知することが可能となり、検索の切り上げなど顧客の様子に応じた対応を行うことが可能となる。 According to the above invention, when it is detected that the second function is used while the first function is being used, the voice input / output means outputs the voice according to the first function and the voice according to the second function. . With such a configuration, for example, it is possible to receive voice from the system (voice by the second function) while receiving voice from the customer (voice by the first function) during a call with the customer. As a result, for example, while receiving voice from the customer, the voice from the system based on the search execution instruction and the search result, the voice from the system based on the transmission / reception of the mail and the call to the other party other than the customer, etc. It becomes possible to perform all processes necessary for telephone answering operations such as acquisition, retrieval, and operation instruction of necessary information using hearing. In addition, since the voice from the customer is received while receiving the voice from the system, it becomes possible to detect the irritation of the customer due to the elapse of the search time, for example, and it is possible to respond to the customer situation such as rounding up the search. It becomes possible.
　また、上記発明によると、聴覚を介して必要な情報（例えば、検索指示や検索実行時の操作に伴う情報や検索結果を示す情報など）を受け取ることが可能となるため、視覚情報（画面に表示するなど）が必ずしも必須のものではなくなる。つまり、視覚情報が補完的な位置づけとして実装されることになる。その結果、例えば、視覚に障害を有している方などであっても、問題なく電話応対業務を行うことが可能となる。 In addition, according to the above invention, it is possible to receive necessary information (for example, information related to a search instruction, an operation at the time of executing a search, information indicating a search result, etc.) through hearing. Display etc.) is not necessarily essential. In other words, visual information is implemented as a complementary position. As a result, for example, even a person who has a visual impairment can perform a telephone answering work without any problem.
　また、上記情報処理装置は、
　前記音声入出力手段は、当該音声入出力手段を利用する利用者の左右の耳それぞれに装着される一対の音声出力手段を含んでおり、
　前記音声制御手段は、前記第１の機能を利用する際、前記一対の音声出力手段のそれぞれから前記第１の機能による音声を出力し、前記第１の機能の利用中に前記第２の機能を利用する旨を検知すると、前記一対の音声出力手段のうちの一方から前記第１の機能による音声を出力し、前記一対の音声出力手段のうちの他方から前記第２の機能による音声を出力する
　という構成を採る。 In addition, the information processing apparatus
The voice input / output means includes a pair of voice output means worn on the left and right ears of a user who uses the voice input / output means,
The voice control means outputs the voice by the first function from each of the pair of voice output means when using the first function, and the second function while using the first function. Is detected, the sound of the first function is output from one of the pair of sound output means, and the sound of the second function is output from the other of the pair of sound output means. The configuration of “Yes” is adopted.
　また、上記情報処理装置は、
　前記音声入出力手段は、当該音声入出力手段を利用する利用者の左右の耳いずれか一方に装着される一つの音声出力手段を含んでおり、
　前記音声制御手段は、前記第１の機能を利用する際、前記一つの音声出力手段から前記第１の機能による音声を出力し、前記第１の機能の利用中に前記第２の機能を利用する旨を検知すると、前記一つの音声出力手段から前記第１の機能による音声を出力するとともに、前記第１の機能による音声とは異なる音量で前記第２の機能による音声を出力する
　という構成を採る。 In addition, the information processing apparatus
The voice input / output means includes one voice output means to be worn on either one of the left and right ears of a user who uses the voice input / output means.
The voice control means outputs the voice of the first function from the one voice output means when using the first function, and uses the second function while using the first function. When it is detected that the first function is output, the first function outputs the sound of the first function, and outputs the sound of the second function at a volume different from the sound of the first function. take.
　また、上記情報処理装置は、
　前記第１の機能は、前記情報処理装置の利用者が顧客と通話を行う通話手段であり、前記第２の機能は、データベースに予め格納されているデータベース情報を検索する検索手段を含んでいる、
　という構成を採る。 In addition, the information processing apparatus
The first function is call means for a user of the information processing apparatus to make a call with a customer, and the second function includes search means for searching database information stored in advance in a database. ,
The structure is taken.
　また、上記情報処理装置は、
　前記第１の機能は、前記情報処理装置の利用者が顧客と通話を行う通話手段であり、前記第２の機能は、前記情報処理装置の利用者が通話を行う顧客とは異なる相手に連絡する際に用いる連絡手段を含んでいる
　という構成を採る。 In addition, the information processing apparatus
The first function is a call means for a user of the information processing apparatus to make a call with a customer, and the second function is to contact a different party from the customer with which the user of the information processing apparatus makes a call It adopts the configuration that it includes the communication means used when doing.
　また、上記情報処理装置は、
　前記音声入出力手段は、前記音声入出力手段を利用する利用者の音声を入力する音声入力手段を含んでおり、
　前記音声制御手段は、前記通話手段による通話を行う際、前記音声入力手段から入力された音声を示す音声情報を前記通話手段により行われる通話の相手先である顧客に対して送信し、前記通話手段による通話中に前記第２の機能を利用する旨を検知すると、前記音声入力手段から入力された音声を示す音声情報を前記通話手段により行われる通話の相手先である顧客に対して送信しない
　という構成を採る。 In addition, the information processing apparatus
The voice input / output means includes voice input means for inputting a voice of a user who uses the voice input / output means,
The voice control means transmits voice information indicating voice inputted from the voice input means to a customer who is a partner of a call made by the call means when making a call by the call means, and If it is detected that the second function is used during a call by means, the voice information indicating the voice input from the voice input means is not transmitted to the customer who is the other party of the call made by the call means The structure is taken.
　また、上記情報処理装置は、
　前記音声制御手段は、前記通話手段による通話中に前記第２の機能を利用する旨を検知すると、前記音声入力手段から入力された音声を示す音声情報を前記第２の機能に送信し、
　前記第２の機能は、受信した音声情報に基づいて所定の処理を行う
　という構成を採る。 In addition, the information processing apparatus
When the voice control unit detects that the second function is used during a call by the calling unit, the voice control unit transmits voice information indicating the voice input from the voice input unit to the second function.
The second function employs a configuration in which a predetermined process is performed based on the received audio information.
　また、上記情報処理装置は、
　前記通話手段は、当該通話手段による通話中に前記第２の機能を利用する旨を検知すると、通話中の顧客に対して予め定められた保留音を送信するよう構成されており、
　前記音声制御手段は、前記音声入出力手段から前記第１の機能による音声を出力するとともに、前記第２の機能による音声を出力する
　という構成を採る。 In addition, the information processing apparatus
The call means is configured to transmit a predetermined hold sound to a customer during a call when detecting that the second function is used during a call by the call means,
The voice control means adopts a configuration in which the voice according to the first function is output from the voice input / output means and the voice according to the second function is output.
　また、上記情報処理装置は、
　前記利用者による所定の情報の入力を受け付ける情報入力手段を有し、
　前記通話手段は、前記情報入力手段による情報の入力中、新たな入電を許可しないよう構成されている
　という構成を採る。 In addition, the information processing apparatus
Comprising information input means for receiving input of predetermined information by the user;
The call means adopts a configuration in which new incoming calls are not permitted during the input of information by the information input means.
　また、上記情報処理装置は、
　前記通話手段による通話の内容を音声ログとして記憶するよう構成され、
　記憶している前記音声ログは、任意の速度で再生可能なよう構成されている
　という構成を採る。 In addition, the information processing apparatus
The content of the call by the call means is configured to be stored as a voice log,
The stored voice log is configured to be reproducible at an arbitrary speed.
　また、上記情報処理装置は、
　前記第２の機能は、当該第２の機能の実施による結果を示す結果情報を、音声情報として通話中の顧客に対して送信可能なよう構成されている
　という構成を採る。 In addition, the information processing apparatus
The second function employs a configuration in which result information indicating a result of the execution of the second function can be transmitted as voice information to a customer who is talking.
　また、上記情報処理装置は、
　前記第２の機能は、前記音声入出力手段を介して、当該第２の機能の実施による結果を示す結果情報を音声で出力するよう構成されている
　という構成を採る。 In addition, the information processing apparatus
The second function employs a configuration in which the result information indicating the result of the execution of the second function is output by voice through the voice input / output unit.
　また、本発明の他の形態であるプログラムは、
　音声を入出力する音声入出力手段を有する情報処理装置に、
　前記音声入出力手段により入出力される音声を制御する音声制御手段を実現させ、
　前記音声入出力手段は、情報処理装置に装備された第１の機能を利用する際に用いられるとともに、前記第１の機能とは異なる第２の機能を利用する際に用いられるよう構成され、
　前記音声制御手段は、前記第１の機能を利用する際、前記音声入出力手段から当該第１の機能による音声を出力し、前記第１の機能の利用中に前記第２の機能を利用する旨を検知すると、前記音声入出力手段から前記第１の機能による音声を出力するとともに、前記第２の機能による音声を出力する
　処理を実現するためのプログラムである。 Moreover, the program which is the other form of this invention is:
In an information processing apparatus having voice input / output means for inputting and outputting voice,
Realizing voice control means for controlling voice input / output by the voice input / output means,
The voice input / output means is configured to be used when using a first function provided in the information processing apparatus and used when using a second function different from the first function,
When using the first function, the voice control unit outputs a voice of the first function from the voice input / output unit, and uses the second function while using the first function. This is a program for realizing a process of outputting the voice by the first function and outputting the voice by the second function when the voice input / output means is detected.
　また、本発明の他の形態である情報処理方法は、
　音声を入出力する音声入出力手段を有する情報処理装置により実行される情報処理方法であって、
　前記音声入出力手段は、情報処理装置に装備された第１の機能を利用する際に用いられるとともに、前記第１の機能とは異なる第２の機能を利用する際に用いられ、　前記第１の機能を利用する際、前記音声入出力手段から当該第１の機能による音声を出力し、前記第１の機能の利用中に前記第２の機能を利用する旨を検知すると、前記音声入出力手段から前記第１の機能による音声を出力するとともに、前記第２の機能による音声を出力する
　という構成を採る。 In addition, an information processing method according to another aspect of the present invention includes:
An information processing method executed by an information processing apparatus having voice input / output means for inputting and outputting voice,
The voice input / output means is used when using the first function provided in the information processing apparatus, and is used when using a second function different from the first function. When using the function, the voice input / output means outputs the voice of the first function, and when the use of the second function is detected during the use of the first function, the voice input / output The sound output by the first function is output from the means, and the sound output by the second function is output.
　本発明は、以上のように構成されることにより、オペレータに対する情報の伝達が過度に視覚によるものに偏ってしまうおそれがある、という問題を解決することができる情報処理装置を提供することが可能となる。 By configuring as described above, the present invention can provide an information processing apparatus capable of solving the problem that information transmission to an operator may be excessively biased to visual sense. It becomes.
本発明の第１の実施形態に係る情報処理システムの構成の一例を示す図である。It is a figure which shows an example of a structure of the information processing system which concerns on the 1st Embodiment of this invention. 図１で示す情報処理装置の構成の一例を示すブロック図である。It is a block diagram which shows an example of a structure of the information processing apparatus shown in FIG. 図２で示す顧客情報の一例を示す図である。It is a figure which shows an example of the customer information shown in FIG. 図２で示す音声ログの一例を示す図である。It is a figure which shows an example of the audio | voice log shown in FIG. 図２で示す問合せ情報の一例を示す図である。It is a figure which shows an example of the inquiry information shown in FIG. 図１で示すデータベース装置の構成の一例を示すブロック図である。It is a block diagram which shows an example of a structure of the database apparatus shown in FIG. 本発明の第１の実施形態に係る情報処理装置の動作の一例を示すフローチャートである。It is a flowchart which shows an example of operation | movement of the information processing apparatus which concerns on the 1st Embodiment of this invention. 本発明の第１の実施形態に係る情報処理装置の動作の一例を示すフローチャートである。It is a flowchart which shows an example of operation | movement of the information processing apparatus which concerns on the 1st Embodiment of this invention. 情報処理システムの他の構成の一例を示す図である。It is a figure which shows an example of the other structure of an information processing system. 情報処理装置の他の構成の一例を示すブロック図である。It is a block diagram which shows an example of the other structure of information processing apparatus. 情報処理システムにより行われる処理の一例をまとめた図である。It is the figure which put together an example of the process performed by an information processing system.
　＜実施形態１＞
　本発明の第１の実施形態を、図１乃至図１１を参照して説明する。図１は、本発明の第１の実施形態における情報処理システムの構成の一例を示す図である。図２は、情報処理装置３の構成の一例を示すブロック図である。図３は、顧客情報３５１の一例を示す図である。図４は、音声ログ３５２の一例を示す図である。図５は、問合せ情報３５３の一例を示す図である。図６は、データベース装置４の構成の一例を示すブロック図である。図７、図８は、情報処理装置３の動作の一例を示すフローチャートである。図９は、情報処理システムの他の構成の一例を示す図である。図１０は、情報処理装置３の他の構成の一例を示すブロック図である。図１１は、情報処理システムにより行われる処理の一例をまとめた図である。 <Embodiment 1>
A first embodiment of the present invention will be described with reference to FIGS. FIG. 1 is a diagram illustrating an example of a configuration of an information processing system according to the first embodiment of the present invention. FIG. 2 is a block diagram illustrating an example of the configuration of the information processing apparatus 3. FIG. 3 is a diagram illustrating an example of the customer information 351. FIG. 4 is a diagram illustrating an example of the audio log 352. FIG. 5 is a diagram illustrating an example of the inquiry information 353. FIG. 6 is a block diagram illustrating an example of the configuration of the database device 4. 7 and 8 are flowcharts illustrating an example of the operation of the information processing apparatus 3. FIG. 9 is a diagram illustrating an example of another configuration of the information processing system. FIG. 10 is a block diagram illustrating an example of another configuration of the information processing apparatus 3. FIG. 11 is a diagram summarizing an example of processing performed by the information processing system.
　本実施形態においては、秘書代行や電話受付などの業務を行う電話応対業務などにおいて利用される情報処理システムの一例について説明する。本実施形態における情報処理システムは一般的な電話機としての機能を有するパーソナルコンピュータ（パソコン）などの情報処理装置３を有しており、当該情報処理装置３に接続されたイヤホンやマイクなどを用いて顧客と通話を行うことが出来るよう構成されている。また、情報処理装置３は、上記マイクなどを介した音声による指示により、データベース４３の検索やメールの送受信、架電など外部とのやりとりなど、電話応対業務を行う際に必要な処理を行うことが出来るよう構成されている。後述するように、情報処理装置３は、顧客と通話中であるか、又は、通話中にデータベース４３の検索を行うか、通話中にメールの送受信など外部とのやりとりを行うか、などの所定の条件に応じて、イヤホンなどの音声入出力部３３から入出力される音声の制御を行う。例えば、情報処理装置３は、顧客と通話中の場合、顧客からの音声のみをイヤホンなどの音声入出力部３３から出力する。例えば、情報処理装置３は、オペレータの左右の耳それぞれに装着された音声入出力部３３の両耳側から顧客からの音声を出力する。一方、顧客と通話中にデータベース４３の検索を行ったりメールなどによる外部とのやりとりを行ったりする場合、情報処理装置３は、顧客からの音声とともに、検索や外部とのやりとりを行う際などにシステムから出力される音声を、音声入出力部３３から出力する。例えば、情報処理装置３は、オペレータの左右の耳それぞれに装着された音声入出力部３３のうち一方の耳側から顧客からの音声を出力し他方の耳側から検索などを行うシステムからの音声を出力する。このように構成することで、情報処理装置３は、顧客からの音声を出力しつつ、システムからの音声（例えば、検索指示などに伴う音声や検索の結果を示す音声、メールの送受信など外部とのやりとりに伴う音声など電話応対業務に必要な処理に伴う音声）を出力することが可能となる。これにより、オペレータ（利用者）に対する情報の伝達が過度に視覚によるものに偏ってしまうおそれがある、という問題を解決することができる。また、システムからの音声を受け取りつつ顧客からの音声も受け取るため、システムによる処理の利用中に顧客の様子をうかがうことが可能となる。 In the present embodiment, an example of an information processing system used in a telephone reception service that performs a business such as a secretary agency or a telephone reception will be described. The information processing system in the present embodiment includes an information processing device 3 such as a personal computer (personal computer) having a function as a general telephone, and uses an earphone, a microphone, or the like connected to the information processing device 3. It is configured to be able to make calls with customers. In addition, the information processing apparatus 3 performs processing necessary for telephone answering operations such as searching the database 43, sending / receiving mails, and exchanging with the outside, such as calls, according to voice instructions via the microphone or the like. It is configured to be able to. As will be described later, the information processing device 3 determines whether the customer is in a call, whether to search the database 43 during a call, or to exchange with the outside such as sending and receiving mail during a call. In accordance with the above condition, the sound input / output from the sound input / output unit 33 such as an earphone is controlled. For example, the information processing apparatus 3 outputs only the voice from the customer from the voice input / output unit 33 such as an earphone when a call is being made with the customer. For example, the information processing device 3 outputs the voice from the customer from both ears of the voice input / output unit 33 attached to the left and right ears of the operator. On the other hand, when searching the database 43 during a call with a customer or performing an external exchange by e-mail or the like, the information processing apparatus 3 performs a search or an external exchange along with the voice from the customer. The sound output from the system is output from the sound input / output unit 33. For example, the information processing apparatus 3 outputs a voice from a customer from one ear side of the voice input / output unit 33 attached to each of the left and right ears of the operator and performs a search or the like from the other ear side. Is output. By configuring in this way, the information processing apparatus 3 outputs the voice from the customer, while the voice from the system (for example, the voice accompanying the search instruction, the voice indicating the result of the search, the transmission / reception of the mail, etc. Voice associated with processing necessary for telephone answering operations such as voice associated with communication). Thereby, it is possible to solve the problem that the transmission of information to the operator (user) may be excessively biased to visual sense. In addition, since the voice from the customer is received while receiving the voice from the system, it is possible to check the state of the customer while using the processing by the system.
　図１を参照すると、本実施形態における情報処理システムは、顧客端末１と、ネットワーク２と、情報処理装置３と、データベース装置４と、を有している。図１で示すように、顧客端末１は、ネットワーク２を介して情報処理装置３と接続される。また、情報処理装置３は、データベース装置４と接続されている。 Referring to FIG. 1, the information processing system in the present embodiment includes a customer terminal 1, a network 2, an information processing device 3, and a database device 4. As shown in FIG. 1, a customer terminal 1 is connected to an information processing device 3 via a network 2. In addition, the information processing device 3 is connected to the database device 4.
　顧客端末１は、顧客によって使用される端末である。顧客端末１は、固定型電話機であっても構わないし、携帯型電話機であっても構わない。 Customer terminal 1 is a terminal used by a customer. The customer terminal 1 may be a fixed telephone or a portable telephone.
　ネットワーク２は、例えば、電話回線網などの公衆回線網から構成される。図１で示すように、顧客端末１はネットワーク２を介して情報処理装置３と接続されることになる。なお、ネットワーク２は、ＩＰ（Internet Protocol）電話網などの専用回線網を含んでいても構わない。 The network 2 is composed of a public network such as a telephone network. As shown in FIG. 1, the customer terminal 1 is connected to the information processing apparatus 3 via the network 2. The network 2 may include a dedicated line network such as an IP (Internet Protocol) telephone network.
　情報処理装置３（情報処理装置３－１、３－２、３－３、……。特に区別しない場合は、情報処理装置３と表記する）は、パーソナルコンピュータ（パソコン）やタブレット端末などの情報処理装置である。情報処理装置３は、一般的な電話機としての機能を有しており、例えば、２つの情報処理装置３を１組として１組ごとに予め電話番号が割り当てられている（情報処理装置３ごとに電話番号が割り当てられていても構わない）。また、情報処理装置３は、メール送受信機能などの一般的なパソコンが有する機能を有することが出来る。さらに、情報処理装置３は、入力された音声を解析する図示しない音声解析処理部を有しており、メールの送受信や架電、内線取次など電話応対業務に伴う一連の作業の指示や入力された情報の確認など電話応対業務を行う際に必要となる一連の作業・確認を、音声を介して行うことが可能なよう構成されている。 The information processing device 3 (information processing devices 3-1, 3-2, 3-3,..., Unless otherwise specified, is referred to as the information processing device 3) is information on a personal computer (personal computer), a tablet terminal, etc. It is a processing device. The information processing apparatus 3 has a function as a general telephone. For example, two information processing apparatuses 3 are set as one set, and a telephone number is assigned in advance for each set (for each information processing apparatus 3). You may be assigned a phone number). Further, the information processing apparatus 3 can have a function of a general personal computer such as a mail transmission / reception function. Furthermore, the information processing apparatus 3 has a voice analysis processing unit (not shown) that analyzes the input voice, and receives instructions and inputs of a series of work associated with telephone response operations such as transmission / reception of mails, telephone calls, and extension service. A series of operations and confirmations necessary for telephone answering operations, such as confirmation of information, can be performed via voice.
　情報処理装置３は、図示しない変調復調装置（モデム）を介して、ネットワーク２と接続されている。例えば、本実施形態における情報処理装置３は、代表組という仕組みを用いてネットワーク２と接続されている。ここで、代表組とは、代表番号に着信があった場合に、予め代表組されている回線のうち通話中でない回線に着信させる仕組みのことをいう。上記仕組みによると、例えば、情報処理装置３－１が通話中など代表番号の回線が通話中である場合に同一の電話番号に対する別の顧客からの電話があった場合、情報処理装置３－２や情報処理装置３－３など他の回線を有する情報処理装置が応答することが出来る。 The information processing device 3 is connected to the network 2 via a modulation / demodulation device (modem) (not shown). For example, the information processing apparatus 3 in this embodiment is connected to the network 2 using a mechanism called a representative group. Here, the representative group refers to a mechanism for receiving an incoming call to a line that is not in a call among the lines of the representative group in advance when an incoming call is received at the representative number. According to the above-described mechanism, for example, when the information processing device 3-1 is in a call and the line of the representative number is in a call, and there is a call from another customer for the same telephone number, the information processing device 3-2 An information processing apparatus having another line such as the information processing apparatus 3-3 can respond.
　また、情報処理装置３は、データベース装置４と接続されている。情報処理装置３とデータベース装置４とは、ネットワークを介して接続されていても構わない。 Further, the information processing device 3 is connected to the database device 4. The information processing device 3 and the database device 4 may be connected via a network.
　図２は、情報処理装置３が有する主な構成の一例である。図２を参照すると、情報処理装置３は、主な構成要素として、例えば、画面表示部３１と、操作入力部３２と、音声入出力部３３（音声入出力手段）と、通信Ｉ／Ｆ部３４と、記憶部３５と、演算処理部３６と、を有している。 FIG. 2 is an example of a main configuration of the information processing apparatus 3. Referring to FIG. 2, the information processing apparatus 3 includes, as main components, for example, a screen display unit 31, an operation input unit 32, a voice input / output unit 33 (voice input / output unit), and a communication I / F unit. 34, a storage unit 35, and an arithmetic processing unit 36.
　画面表示部３１は、ＬＣＤ（Ｌｉｑｕｉｄ　Ｃｒｙｓｔａｌ　Ｄｉｓｐｌａｙ、液晶ディスプレイ）などの画面表示装置である。画面表示部３１は、演算処理部３６からの指示に応じて、顧客情報３５１などの各種情報を画面表示する。 The screen display unit 31 is a screen display device such as an LCD (Liquid Crystal Display, liquid crystal display). The screen display unit 31 displays various information such as customer information 351 on the screen in response to an instruction from the arithmetic processing unit 36.
　操作入力部３２は、キーボードやマウスなどの操作入力装置である。操作入力部３２は、情報処理装置３を操作するオペレータによる操作入力装置に対する操作を検出して演算処理部３６に出力する。操作入力部３２の構成は、一般的な構成を採用することが出来る。 The operation input unit 32 is an operation input device such as a keyboard or a mouse. The operation input unit 32 detects an operation on the operation input device by an operator who operates the information processing device 3 and outputs the operation to the arithmetic processing unit 36. A general configuration can be adopted as the configuration of the operation input unit 32.
　音声入出力部３３は、イヤホン／マイクやヘッドセットなどの音声入出力装置であり、例えば、ステレオ再生可能なよう構成されている。例えば、音声入出力部３３は、オペレータの左右の耳それぞれに装着され、オペレータに対して音声を出力するイヤホンなどの一対の音声出力装置（音声出力手段）と、オペレータの音声を入力するマイクなどの音声入力装置（音声出力手段）とを含んでいる。音声入出力部３３のうちの音声入力装置は、当該音声入出力装置に対する音声の入力を検出して演算処理部３６に出力する。また、音声入出力部３３のうちの音声出力装置は、演算処理部３６からの指示に応じて音声を出力する。音声入出力部３３の構成は、一般的な構成を採用することが出来る（一般的なマイク付きのイヤホンなどを用いて構わない）。 The voice input / output unit 33 is a voice input / output device such as an earphone / microphone or a headset, and is configured to be capable of stereo reproduction, for example. For example, the voice input / output unit 33 is attached to each of the operator's left and right ears, and a pair of voice output devices (voice output means) such as an earphone that outputs voice to the operator, a microphone that inputs the voice of the operator, and the like Voice input device (voice output means). The voice input device in the voice input / output unit 33 detects the voice input to the voice input / output device and outputs it to the arithmetic processing unit 36. In addition, the voice output device in the voice input / output unit 33 outputs voice in response to an instruction from the arithmetic processing unit 36. A general configuration can be adopted as the configuration of the voice input / output unit 33 (a general earphone with a microphone or the like may be used).
　通信Ｉ／Ｆ部３４は、通信回線を介して接続された各種装置との間でデータ通信を行う機能を有している。本実施形態において、情報処理装置３は、通信Ｉ／Ｆ部３４及びネットワーク２を介して、顧客端末１との間で音声情報の送受信を行う。また、情報処理装置３は、通信Ｉ／Ｆ部３４を介して、データベース装置４と情報の送受信を行う。 The communication I / F unit 34 has a function of performing data communication with various devices connected via a communication line. In the present embodiment, the information processing apparatus 3 transmits and receives voice information to and from the customer terminal 1 via the communication I / F unit 34 and the network 2. Further, the information processing device 3 transmits and receives information to and from the database device 4 via the communication I / F unit 34.
　記憶部３５は、ハードディスクやメモリなどの記憶装置である。記憶部３５は、演算処理部３６における各種処理に必要な処理情報やプログラム３５４を記憶している。プログラム３５４は、演算処理部３６に読み込まれて実行されることにより各種処理部を実現するプログラムである。プログラム３５４は、通信Ｉ／Ｆ部３４などのデータ入出力機能を介して外部装置（図示せず）や記憶媒体（図示せず）から予め読み込まれ、記憶部３５に保存されている。記憶部３５で記憶される主な情報としては、顧客情報３５１と、音声ログ３５２と、問合せ情報３５３と、がある。 The storage unit 35 is a storage device such as a hard disk or a memory. The storage unit 35 stores processing information and programs 354 necessary for various processes in the arithmetic processing unit 36. The program 354 is a program that realizes various processing units by being read and executed by the arithmetic processing unit 36. The program 354 is read in advance from an external device (not shown) or a storage medium (not shown) via a data input / output function such as the communication I / F unit 34 and stored in the storage unit 35. Main information stored in the storage unit 35 includes customer information 351, an audio log 352, and inquiry information 353.
　顧客情報３５１は、同一の顧客端末１（電話番号）から受けた電話の回数や予め定められている顧客の情報（例えば、メールアドレス）などの顧客の属性を示す情報である。顧客情報３５１は、以前通話を行った際や情報処理システムを利用する契約時などにおいて、予め作成され格納されている。なお、上述した音声解析処理部の中には、顧客情報３５１など各種情報を格納することが出来るよう構成されているものもある。このような場合には、音声解析処理部の中に格納されている情報を利用するよう構成しても構わない。 Customer information 351 is information indicating customer attributes such as the number of calls received from the same customer terminal 1 (phone number) and predetermined customer information (for example, e-mail address). The customer information 351 is created and stored in advance at the time of making a previous call or at the time of contract using the information processing system. Note that some of the voice analysis processing units described above are configured to be able to store various types of information such as customer information 351. In such a case, information stored in the voice analysis processing unit may be used.
　図３を参照すると、顧客情報３５１は、例えば、電話番号などの顧客を識別するための情報である顧客識別情報と、顧客の属性を示す顧客対応情報とを対応付けている。例えば、図３の１行目は、顧客識別情報「○○○―○○○―○○○○」と、顧客対応情報「Ａ」と、を対応付けている。なお、電話番号は顧客対応情報に含まれていても構わない。 Referring to FIG. 3, customer information 351 associates, for example, customer identification information, which is information for identifying a customer such as a telephone number, and customer correspondence information indicating customer attributes. For example, the first line in FIG. 3 associates the customer identification information “XXX-XXX-XXX” with the customer correspondence information “A”. The telephone number may be included in the customer correspondence information.
　後述するように、情報処理装置３は、顧客識別情報（電話番号）「○○○―○○○―○○○○」の顧客から電話を受けた場合、当該顧客識別情報に対応付けて記憶されている顧客対応情報を画面表示部３１に表示する。また、情報処理装置３は、音声入出力部３３を介して、当該顧客対応情報（顧客対応情報のうちの一部でも構わない）を音声にて出力する。情報処理装置３は、上記画面表示部３１に対する表示、音声入出力部３３を介した音声の出力、のいずれか一方のみを行うよう構成しても構わない。なお、顧客識別情報と対応付けられた顧客対応情報が無い場合、情報処理装置３は、例えば、新規な顧客からの通話であることを表示・出力することが出来る。 As will be described later, when the information processing apparatus 3 receives a call from a customer having customer identification information (phone number) “XXX-XXX”, the information processing apparatus 3 stores the information in association with the customer identification information. The displayed customer correspondence information is displayed on the screen display unit 31. Further, the information processing device 3 outputs the customer correspondence information (may be a part of the customer correspondence information) by voice via the voice input / output unit 33. The information processing apparatus 3 may be configured to perform only one of the display on the screen display unit 31 and the output of audio via the audio input / output unit 33. In addition, when there is no customer correspondence information matched with customer identification information, the information processing apparatus 3 can display / output that it is a call from a new customer, for example.
　また、情報処理装置３は、例えば電話をかけようとする際やメールを送信しようとする再に顧客情報３５１を利用することが出来る。例えば、情報処理装置３は、電話をかけようとする際やメールを送信しようとする際、顧客情報３５１に含まれる電話番号やメールアドレスを利用して、音声による指示により架電やメール送信を行うことが出来る。また、オペレータが電話をかけようとする際に、かけようとしている電話番号（顧客識別情報）に対応付けて記憶されている顧客対応情報（又はかけようとしている電話番号を含む顧客対応情報）を画面表示部３１に表示するとともに、音声入出力部３３を介して音声にて出力するよう構成することも出来る（いずれか一方のみを行っても構わない）。 In addition, the information processing apparatus 3 can use the customer information 351 when, for example, trying to make a phone call or retransmitting an e-mail. For example, when trying to make a call or sending an e-mail, the information processing device 3 uses a telephone number or an e-mail address included in the customer information 351 to call or send an e-mail according to a voice instruction. Can be done. Further, when the operator tries to make a call, customer correspondence information (or customer correspondence information including the phone number to be made) stored in association with the telephone number (customer identification information) to be made is stored. While displaying on the screen display part 31, it can also be comprised so that it may output by an audio | voice via the audio | voice input / output part 33 (only one may be performed).
　音声ログ３５２は、顧客端末１と情報処理装置３との通話の内容など顧客端末１と情報処理装置３との間でやりとりされる音声情報を示す情報である。音声ログ３５２は、情報処理装置３を用いて顧客端末１と通話を行う際に、当該通話に応じて記憶部３５に格納される。音声ログ３５２には、顧客側の音声やオペレータ側の音声などが含まれており、例えば送受信された時間などと紐付けされることで、顧客側の音声とオペレータ側の音声となどの時間軸における対応関係を把握可能なよう構成されている。 The voice log 352 is information indicating voice information exchanged between the customer terminal 1 and the information processing device 3, such as the content of a call between the customer terminal 1 and the information processing device 3. The voice log 352 is stored in the storage unit 35 according to the call when the information processing apparatus 3 is used to make a call with the customer terminal 1. The voice log 352 includes customer-side voice, operator-side voice, and the like. For example, the voice log 352 is linked with the time of transmission / reception, etc., so that the time axis such as the customer-side voice and the operator-side voice is used. It is configured to be able to grasp the correspondence relationship.
　図４を参照すると、音声ログ３５２は、例えば、音声ログを識別するための識別番号と、音声ログの内容を示す音声ログ情報と、を対応付けている。例えば、図４の１行目は、識別番号「１」と、音声ログ情報「ａ（ａ１、ａ２）」と、を対応付けている。ここで、ａ１は顧客側の音声を示しており、ａ２はオペレータ側の音声を示している。このように、音声ログ３５２に含まれる音声ログ情報には、顧客側の音声とオペレータ側の音声とが含まれている。 Referring to FIG. 4, the audio log 352 associates, for example, an identification number for identifying the audio log with audio log information indicating the content of the audio log. For example, the first line in FIG. 4 associates the identification number “1” with the audio log information “a (a1, a2)”. Here, a1 indicates the voice on the customer side, and a2 indicates the voice on the operator side. As described above, the voice log information included in the voice log 352 includes the voice on the customer side and the voice on the operator side.
　なお、音声ログ３５２は、顧客端末１との通話中（通話の保留中）や顧客端末１との通話が終了した後に、例えば操作入力部３２に対する所定の操作を行うこと（又は音声入出力部３３を介した音声による指示を行うこと）で、任意の速度（例えば、１．２倍速ごと、最大２倍速まで）で再生することが出来る。つまり、音声ログ３５２は、音声入出力部３３を介して外部に出力することが出来る。また、音声ログ３５２は、上記のようにそれぞれ個別に記憶されているため、顧客側の音声のみを再生したりオペレータ側の音声のみを再生したりすることが出来る。音声ログ３５２は、相互に対応付けられているため、顧客側とオペレータ側との音声を統合して再生することも出来る。また、音声ログ３５２は、キーワード（例えば、音声入出力装置３３を介して音声により入力される）による検索（顧客側の音声、オペレータ側の音声、のいずれか一方、又は、両方の検索）を行い、検索された箇所以降の音声を再生するよう構成することも出来る。 Note that the voice log 352 performs, for example, a predetermined operation on the operation input unit 32 (or a voice input / output unit) after a call with the customer terminal 1 (during call holding) or after a call with the customer terminal 1 ends. Can be reproduced at any speed (for example, every 1.2 times speed, up to a maximum of 2 times speed). That is, the audio log 352 can be output to the outside via the audio input / output unit 33. Further, since the audio log 352 is individually stored as described above, it is possible to reproduce only the customer-side audio or the operator-side audio. Since the voice logs 352 are associated with each other, the voices of the customer side and the operator side can be integrated and reproduced. In addition, the voice log 352 is searched by a keyword (for example, input by voice via the voice input / output device 33) (search for one or both of the voice on the customer side and the voice on the operator side). It is also possible to play back the audio after the searched location.
　また、後述するように、顧客端末１との通話の最中に、データベース検索制御部３６２による検索結果の内容を示す情報が音声情報として直接顧客端末１に送信されることがある。このような場合、音声ログ３５２には上記検索結果の内容を示す情報を含めることが出来る。換言すると、音声ログ３５２はシステムからの音声を含むことが出来る。なお、音声ログ３５２に検索結果の内容を示す情報が含まれる場合、当該情報のみを再生することも出来るし、当該情報と顧客側やオペレータ側の音声を統合して再生することも出来る。 Also, as will be described later, during a call with the customer terminal 1, information indicating the content of the search result by the database search control unit 362 may be transmitted directly to the customer terminal 1 as voice information. In such a case, the voice log 352 can include information indicating the contents of the search result. In other words, the audio log 352 can include audio from the system. In addition, when the information which shows the content of a search result is contained in the audio | voice log 352, only the said information can also be reproduced | regenerated and it can also reproduce | regenerate by integrating the said information and the voice of a customer side or an operator side.
　問合せ情報３５３は、顧客端末１との通話の内容やその後の処理の内容（例えば、通話内容のタイトル分け、顧客端末１との通話に応じた架電の有無、メール送信の有無やその内容など）を示す情報である。問合せ情報３５３は、顧客端末１との通話が終了した後、受付後処理制御部３６３の制御下でオペレータにより、例えば通話ごとに生成される。 The inquiry information 353 includes the contents of the call with the customer terminal 1 and the contents of the subsequent processing (for example, title classification of the call contents, presence / absence of call in response to the call with the customer terminal 1, presence / absence of mail transmission, etc. ). The inquiry information 353 is generated for each call, for example, by the operator under the control of the post-accepting process control unit 363 after the call with the customer terminal 1 is terminated.
　図５を参照すると、問合せ情報３５３は、例えば、問合せ情報を識別するための識別番号と、問合せ情報の内容を示す問合せ情報と、を対応付けている。例えば、図５の１行目は、識別番号「１」と、問合せ情報「α」と、を対応付けている。 Referring to FIG. 5, the inquiry information 353 associates, for example, an identification number for identifying the inquiry information with the inquiry information indicating the contents of the inquiry information. For example, the first line in FIG. 5 associates the identification number “1” with the inquiry information “α”.
　演算処理部３６は、ＭＰＵなどのマイクロプロセッサとその周辺回路を有し、記憶部３５からプログラム３５４を読み込んで実行することにより、上記ハードウェアとプログラム３５４とを協働させて各種処理部を実現する機能を有している。演算処理部３６で実現される主な処理部としては、例えば、通話処理部３６１（通話手段、第１の機能）と、データベース検索制御部３６２（検索手段の一部、第２の機能の一例）と、受付後処理制御部３６３（情報入力手段）と、音声制御部３６４（音声制御手段）と、がある。 The arithmetic processing unit 36 has a microprocessor such as an MPU and its peripheral circuits, and reads and executes the program 354 from the storage unit 35, thereby realizing various processing units by cooperating the hardware and the program 354. It has a function to do. As main processing units realized by the arithmetic processing unit 36, for example, a call processing unit 361 (calling means, first function) and a database search control unit 362 (part of search means, an example of a second function) ), A post-reception processing control unit 363 (information input unit), and a voice control unit 364 (voice control unit).
　通話処理部３６１は、一般的な電話機としての機能を有しており、顧客端末１との間で通話を行う際の処理を行う。例えば、通話処理部３６１は、通信Ｉ／Ｆ部３４を介して顧客端末１から受信した音声情報を、音声入出力部３３を介して外部へと出力する。また、通話処理部３６１は、音声入出力部３３から入力された音声を、音声情報として顧客端末１に対して送信する。また、通話処理部３６１は、操作入力部３２に対する所定の操作やデータベース検索制御部３６２などからの指示に応じて、顧客端末１に対して予め定められた音声情報（保留音）を送信する保留処理を行うなどの所定の処理を実行する。なお、本実施形態においては、通話処理部３６１による顧客端末１に対する保留音の送信中も、顧客端末１から受信した音声情報は音声入出力部３３を介して外部へと出力することになる。 The call processing unit 361 has a function as a general telephone, and performs processing when making a call with the customer terminal 1. For example, the call processing unit 361 outputs voice information received from the customer terminal 1 via the communication I / F unit 34 to the outside via the voice input / output unit 33. In addition, the call processing unit 361 transmits the voice input from the voice input / output unit 33 to the customer terminal 1 as voice information. In addition, the call processing unit 361 transmits a predetermined voice information (holding sound) to the customer terminal 1 in response to a predetermined operation on the operation input unit 32 or an instruction from the database search control unit 362 or the like. Predetermined processing such as processing is executed. In the present embodiment, the voice information received from the customer terminal 1 is output to the outside via the voice input / output unit 33 even while the call processing unit 361 is transmitting the hold sound to the customer terminal 1.
　また、通話処理部３６１は、当該通話処理部３６１により行われる通話の内容（顧客側の情報とオペレータ側の情報を含む。また、システムからの情報を含むことが出来る）などの通話処理部３６１を介して送受信される音声情報を、音声ログとして音声ログ３５２に格納する。上述したように、格納された音声ログ３５２は、顧客端末１との通話の際中であっても、任意のタイミングで（例えば保留状態に移行した後）、任意の速度で再生することが出来る。 The call processing unit 361 also includes a call processing unit 361 such as the contents of a call performed by the call processing unit 361 (including information on the customer side and information on the operator side, and can include information from the system). The audio information transmitted / received via is stored in the audio log 352 as an audio log. As described above, the stored voice log 352 can be played back at an arbitrary speed at any timing (for example, after shifting to the hold state) even during a call with the customer terminal 1. .
　なお、後述するように、音声入出力部３３による音声の入出力は、音声制御部３６４により制御される。音声制御部３６４による制御の詳細については省略する。 As will be described later, input / output of sound by the sound input / output unit 33 is controlled by the sound control unit 364. Details of the control by the voice control unit 364 are omitted.
　データベース検索制御部３６２は、データベース装置４に格納されているデータベース４３を検索する処理の制御を行う。データベース検索制御部３６２は、オペレータにより操作入力部３２が操作されると（例えば、キーボードのうちの予め定められている任意の箇所が押下されると）、通話処理部３６１と音声制御部３６４に対して検索処理を開始する旨を通知する。検索処理を開始する旨の通知を受信すると（検索を行う旨を検知すると）、通話処理部３６１は、顧客端末１に対して予め定められた保留音を送信する。また、音声制御部３６４は、後述するように、一対の音声出力装置のうちの一方から顧客の音声を出力し、一対の音声出力装置のうちの他方からシステムからの音声を出力するなどの制御を行う。 The database search control unit 362 controls processing for searching the database 43 stored in the database device 4. When the operation input unit 32 is operated by the operator (for example, when a predetermined part of the keyboard is pressed), the database search control unit 362 causes the call processing unit 361 and the voice control unit 364 to operate. It notifies the start of the search process. When receiving a notification to start the search process (detecting that the search process is to be performed), the call processing unit 361 transmits a predetermined hold sound to the customer terminal 1. Further, as will be described later, the voice control unit 364 outputs a customer voice from one of the pair of voice output devices, and outputs a voice from the system from the other of the pair of voice output devices. I do.
　検索処理を開始する旨の通知を送信した後、データベース検索制御部３６２は、例えば音声入出力部３３を介して、検索処理を開始した旨を音声で出力する。その後、データベース検索制御部３６２は、オペレータから音声入出力部３３を介して検索の条件を示す検索条件情報を取得する（検索条件情報は、操作入力部３２を介して入力されても構わない）。つまり、音声により検索条件情報を取得する。そして、データベース検索制御部３６２は、取得した検索条件情報をデータベース装置４に送信する。 After transmitting the notification that the search process is started, the database search control unit 362 outputs, via the voice input / output unit 33, for example, that the search process is started. Thereafter, the database search control unit 362 acquires search condition information indicating search conditions from the operator via the voice input / output unit 33 (the search condition information may be input via the operation input unit 32). . That is, the search condition information is acquired by voice. Then, the database search control unit 362 transmits the acquired search condition information to the database device 4.
　その後、データベース検索制御部３６２は、送信した検索条件情報に応じた検索結果の一覧を示す検索結果一覧をデータベース装置４から受信する。すると、データベース検索制御部３６２は、検索結果一覧を画面表示部３１に表示する。また、データベース検索制御部３６２は、音声入出力部３３を介して、検索結果一覧に基づく情報（検索結果一覧のうちの検索結果の件数など）を音声で出力する。また、操作入力部３２や音声などにより検索結果一覧のうちの任意の検索結果が選択されると、データベース検索制御部３６２は、当該検索結果の内容を画面表示部３１に表示する。また、データベース検索制御部３６２は、音声入出力部３３を介して、検索結果の内容を示す情報（例えば、マニュアルに対する回答や必要な電話番号など）を音声で出力する。 Thereafter, the database search control unit 362 receives from the database device 4 a search result list indicating a list of search results according to the transmitted search condition information. Then, the database search control unit 362 displays a search result list on the screen display unit 31. Further, the database search control unit 362 outputs information based on the search result list (such as the number of search results in the search result list) via the voice input / output unit 33 by voice. When an arbitrary search result is selected from the search result list by the operation input unit 32 or voice, the database search control unit 362 displays the content of the search result on the screen display unit 31. Further, the database search control unit 362 outputs information indicating the content of the search result (for example, an answer to a manual, a necessary telephone number, etc.) by voice via the voice input / output unit 33.
　データベース検索制御部３６２は、例えば、上記のように、音声による検索条件情報を取得し、検索結果を音声で出力する。なお、音声により検索条件情報を入力する場合、意図していない入力を情報処理装置３（データベース検索制御部３６２）が検知して意図していない検索条件情報を取得してしまうおそれがある。このようなおそれに対処するため、データベース検索制御部３６２は、音声により検索条件情報を取得した後、当該取得した検索条件情報を音声により音声入出力部３３を介して出力するよう構成することが出来る。このような構成により、音声により入力した検索条件を確認することが出来る。また、データベース検索制御部３６２は、予め定められた操作（例えば、キーボードに対する操作）に応じて、即座に検索条件の入力の受け付けを開始するよう構成することが出来る。 For example, as described above, the database search control unit 362 acquires search condition information by voice and outputs the search result by voice. When inputting the search condition information by voice, the information processing apparatus 3 (database search control unit 362) may detect an unintended input and acquire unintended search condition information. In order to deal with such a fear, the database search control unit 362 can be configured to output the acquired search condition information via the voice input / output unit 33 after acquiring the search condition information by voice. . With such a configuration, it is possible to check a search condition input by voice. Further, the database search control unit 362 can be configured to immediately start accepting input of search conditions in accordance with a predetermined operation (for example, an operation on a keyboard).
　また、データベース検索制御部３６２は、検索結果の内容を示す情報を音声で出力する前に、検索結果を音声で出力する際に必要となる時間や検索結果の文字数などの検索結果の内容の概要を示す事前情報を音声で出力することが出来る。 Further, the database search control unit 362 outlines the contents of the search results such as the time required for outputting the search results by voice and the number of characters of the search results before outputting the information indicating the contents of the search results by voice. It is possible to output a priori information indicating that by voice.
　また、データベース検索制御部３６２は、オペレータによる操作入力部３２の操作に応じて、通話処理部３６１と音声制御部３６４に対して検索処理を終了する旨を通知する。その結果、保留音の送信が終了し、顧客端末１との間での通話が再開することになる。 In addition, the database search control unit 362 notifies the call processing unit 361 and the voice control unit 364 that the search processing is ended in response to the operation of the operation input unit 32 by the operator. As a result, the transmission of the hold sound is ended, and the call with the customer terminal 1 is resumed.
　なお、データベース検索制御部３６２は、検索結果の内容を示す情報（結果情報）を音声情報として直接顧客端末１に送信することが可能なよう構成しても構わない。例えば、データベース検索制御部３６２は、オペレータによる操作入力部３２の押下に応じて（又は、音声による指示に応じて）、データベース装置４と顧客端末１とを接続し、データベース装置４から顧客端末１に対して検索結果の内容を示す情報を音声情報として送信する旨の指示を行うよう構成することが出来る。データベース検索制御部３６２は、データベース装置４から転送した検索結果の内容を示す情報を音声情報として顧客端末１に対して送信するよう構成しても構わない。 Note that the database search control unit 362 may be configured to be able to transmit information (result information) indicating the contents of the search result directly to the customer terminal 1 as voice information. For example, the database search control unit 362 connects the database device 4 and the customer terminal 1 in response to pressing of the operation input unit 32 by the operator (or in response to a voice instruction), and the database device 4 to the customer terminal 1 Can be configured to instruct information indicating the content of the search result to be transmitted as voice information. The database search control unit 362 may be configured to transmit information indicating the content of the search result transferred from the database device 4 to the customer terminal 1 as voice information.
　受付後処理制御部３６３は、顧客端末１との通話が終了した後などにおいて、顧客端末１との通話の内容を処理するための受付後処理を行う際の処理の制御を行う。受付後処理制御部３６３は、オペレータにより操作入力部３２が操作されると（例えば、キーボードのうちの予め定められている任意の箇所が押下されると）、通話処理部３６１に対して受付後処理を開始する旨を通知する。受付後処理を開始する旨の通知を受信すると、通話処理部３６１は、新たな入電を受け入れ可能な（つまり、新たな顧客端末１と通話可能な）入電可能状態から、新たな入電を行わない（つまり、新たな顧客端末１との通話を拒否する）入電不可状態に移行することになる。なお、受付後処理制御部３６３は、受付後処理を開始する旨を通知した後、音声入出力部３３などを介して、受付後処理の状態に移行した旨をオペレータに通知することが出来る。 The post-acceptance processing control unit 363 controls processing when performing post-acceptance processing for processing the content of a call with the customer terminal 1 after the call with the customer terminal 1 is terminated. When the operation input unit 32 is operated by the operator (for example, when a predetermined part of the keyboard is pressed), the post-accepting process control unit 363 receives the call processing unit 361 after receiving it. Notify that processing will start. When receiving a notification to start the post-accepting process, the call processing unit 361 does not make a new call from a call-ready state that can accept a new call (that is, can call a new customer terminal 1). (In other words, the call with the new customer terminal 1 is rejected), and the state shifts to a power-incapable state. Note that the post-acceptance process control unit 363 can notify the operator that the process has shifted to the post-acceptance process state via the voice input / output unit 33 or the like after notifying that the post-acceptance process is started.
　受付後処理の状態に移行した後、受付後処理制御部３６３は、例えば、音声入出力部３３を介して入力された問合せ情報を取得する（問合せ情報は、操作入力部３２を介して入力されても構わない）。すると、受付後処理制御部３６３は、当該取得した情報を問合せ情報３５３として記憶部３５に格納する。 After shifting to the post-accepting process state, the post-accepting process control unit 363 acquires, for example, inquiry information input via the voice input / output unit 33 (the inquiry information is input via the operation input unit 32). It does not matter.) Then, the post-reception processing control unit 363 stores the acquired information in the storage unit 35 as inquiry information 353.
　なお、受付後処理の状態で行われる処理としては、上記のような問合せ情報の入力の他、顧客との通話の内容に応じて行われるメールの送受信や架電などの処理が考えられる。問合せ情報３５３として格納される情報には、上記メールの送受信の結果や架電の結果などを示す情報を含むことが出来る。 In addition, as a process performed in the state of the post-reception process, in addition to the input of the inquiry information as described above, a process such as transmission / reception of an e-mail and a call that are performed according to the contents of a call with the customer can be considered. The information stored as the inquiry information 353 can include information indicating the result of sending / receiving mail and the result of calling.
　また、受付後処理制御部３６３は、オペレータによる操作入力部３２の操作に応じて、通話処理部３６１に対して受付後処理を終了する旨を通知する。その結果、通話処理部３６１は、入電不可状態から入電可能状態に移行することになる。 In addition, the post-acceptance processing control unit 363 notifies the call processing unit 361 that the post-acceptance post-processing is ended in response to the operation of the operation input unit 32 by the operator. As a result, the call processing unit 361 shifts from a call-impossible state to a call-ready state.
　音声制御部３６４は、音声入出力部３３から入出力される音声の制御を行う。 The audio control unit 364 controls audio input / output from the audio input / output unit 33.
　例えば、音声制御部３６４は、通話処理部３６１を用いて情報処理装置３と顧客端末１との間で通話を行う場合、音声入出力部３３のうちの一対の音声出力装置の両方から顧客の音声を出力する。つまり、顧客端末１との通話中は、イヤホンなどの一対の音声出力装置の両方から顧客の音声が出力されることになる。また、この場合、音声制御部３６４は、マイクなどの音声入力装置から入力される情報を、通話処理部３６１を介して音声情報として顧客端末１へと送信する。 For example, when making a call between the information processing apparatus 3 and the customer terminal 1 using the call processing unit 361, the voice control unit 364 receives the customer's request from both of the pair of voice output devices in the voice input / output unit 33. Output audio. That is, during a call with the customer terminal 1, the customer's voice is output from both the pair of voice output devices such as earphones. In this case, the voice control unit 364 transmits information input from a voice input device such as a microphone to the customer terminal 1 as voice information via the call processing unit 361.
　また、データベース検索制御部３６２から検索処理を開始する旨の通知を受信した場合（つまり、顧客との通話中にデータベース４３の検索処理を行う場合）、音声制御部３６４は、一対の音声出力装置のうちの一方から顧客の音声を出力し、一対の音声出力装置のうちの他方からシステムからの音声（データベース検索制御部３６２から出力を指示される音声。例えば、検索結果一覧に基づく情報や検索結果の内容を示す情報など）を出力する。つまり、検索処理の実行中（顧客に対して保留音が流れている状態中）は、イヤホンなどの一対の音声出力装置のうちの一方から顧客からの音声が出力され、他方からシステムからの音声が出力されることになる。また、データベース検索制御部３６２から検索処理を開始する旨の通知を受信した場合、音声制御部３６４は、マイクなどの音声入力装置から入力される情報を顧客端末１に対して送信せず、データベース検索制御部３６２に送信する。データベース検索制御部３６２は、入力された情報をデータベース装置４に送信することで、当該入力された情報に基づく検索を実行することになる。 In addition, when the notification that the search process is started is received from the database search control unit 362 (that is, when the search process of the database 43 is performed during a call with the customer), the voice control unit 364 includes a pair of voice output devices. The voice of the customer is output from one of the voices, the voice from the system is output from the other of the pair of voice output devices (the voice instructed to be output from the database search control unit 362. For example, information or search based on the search result list) Information indicating the contents of the results). In other words, during the search process (while the hold sound is flowing to the customer), the audio from the customer is output from one of a pair of audio output devices such as earphones, and the audio from the system from the other Will be output. In addition, when the notification that the search processing is started is received from the database search control unit 362, the voice control unit 364 does not transmit information input from the voice input device such as a microphone to the customer terminal 1, and the database It transmits to the search control part 362. The database search control unit 362 transmits the input information to the database device 4 to execute a search based on the input information.
　以上が、情報処理装置３の構成についての説明である。 The above is the description of the configuration of the information processing apparatus 3.
　データベース装置４は、マニュアルや電話番号などの検索対象となるデータベース４３を有する情報処理装置である。図１で示すように、データベース装置４は、情報処理装置３と接続されており、情報処理装置３から送信される検索条件情報を用いてデータベース４３の検索を実行する。なお、データベース装置４は、ネットワークを介して情報処理装置３と接続されていても構わない。 The database device 4 is an information processing device having a database 43 to be searched for manuals and telephone numbers. As shown in FIG. 1, the database device 4 is connected to the information processing device 3, and executes a search of the database 43 using the search condition information transmitted from the information processing device 3. The database apparatus 4 may be connected to the information processing apparatus 3 via a network.
　図６は、データベース装置４の主な構成の一例である。図６を参照すると、データベース装置４は、主な構成要素として、例えば、通信部４１と、検索部４２（検索手段の一部）と、データベース４３（データベース情報）と、を有している。 FIG. 6 is an example of a main configuration of the database device 4. Referring to FIG. 6, the database device 4 includes, for example, a communication unit 41, a search unit 42 (part of search means), and a database 43 (database information) as main components.
　通信部４１は、情報処理装置３と通信を行う。通信部４１は、情報処理装置３から検索条件情報を受信する。また、通信部４１は、情報処理装置３に対して、検索結果や検索結果一覧を出力する。 The communication unit 41 communicates with the information processing apparatus 3. The communication unit 41 receives search condition information from the information processing device 3. In addition, the communication unit 41 outputs a search result and a search result list to the information processing apparatus 3.
　検索部４２は、情報処理装置３から受信した検索条件情報を用いて、データベース４３を検索する。そして、検索部４２は、検索の結果である検索結果や検索結果一覧を、通信部４１を介して情報処理装置３に送信する。 The search unit 42 searches the database 43 using the search condition information received from the information processing apparatus 3. Then, the search unit 42 transmits a search result or a search result list as a search result to the information processing device 3 via the communication unit 41.
　データベース４３は、ハードディスクやメモリなどの記憶装置である。データベース４３には、マニュアルや電話番号などの検索対象となるデータが格納されている。データベース４３に格納されている情報は、検索部４２により検索されることになる。 The database 43 is a storage device such as a hard disk or a memory. The database 43 stores data to be searched such as manuals and telephone numbers. Information stored in the database 43 is retrieved by the retrieval unit 42.
　以上が、データベース装置４の構成の一例である。情報処理システムは、例えば、上述したような構成を有している。 The above is an example of the configuration of the database device 4. The information processing system has a configuration as described above, for example.
　次に、情報処理システムの動作の一例について、図７、図８を参照して説明する。まず、図７を参照して、顧客端末１と情報処理装置３との間で通話を行う際の処理の流れの一例について説明する。 Next, an example of the operation of the information processing system will be described with reference to FIGS. First, with reference to FIG. 7, an example of the flow of processing when a call is made between the customer terminal 1 and the information processing apparatus 3 will be described.
　図７を参照すると、顧客は顧客端末１を操作して情報処理装置３に対して電話をつなぐ（ステップＳ１０１）。 Referring to FIG. 7, the customer operates customer terminal 1 to make a call to information processing device 3 (step S101).
　顧客端末１から電話を受けると、情報処理装置３は、顧客情報３５１を参照する。そして、情報処理装置３は、顧客端末１の顧客識別情報に応じた顧客対応情報を画面表示部３１に表示するとともに、当該顧客対応情報を音声入出力部３３から出力する。その後、情報処理装置３は、顧客端末１を操作する顧客との間で通話を開始する（ステップＳ２０１）。 When receiving a call from the customer terminal 1, the information processing apparatus 3 refers to the customer information 351. Then, the information processing device 3 displays customer correspondence information corresponding to the customer identification information of the customer terminal 1 on the screen display unit 31 and outputs the customer correspondence information from the voice input / output unit 33. Thereafter, the information processing device 3 starts a call with the customer who operates the customer terminal 1 (step S201).
　なお、この段階（顧客とオペレータとが通話中の段階）においては、音声制御部３６４は、音声入出力部３３のうちの一対の音声出力装置の両方から顧客の音声を出力する。つまり、顧客端末１との通話中は、イヤホンなどの一対の音声出力装置の両方から顧客の音声が出力されることになる（ステップＳ４０１）。また、この段階においては、音声制御部３６４は、マイクなどの音声入力装置から入力される情報を、通話処理部３６１を介して音声情報として顧客端末１へと送信する。 In this stage (stage where the customer and the operator are in a call), the voice control unit 364 outputs the customer's voice from both of the pair of voice output devices in the voice input / output unit 33. That is, during a call with the customer terminal 1, the customer's voice is output from both the pair of voice output devices such as earphones (step S401). At this stage, the voice control unit 364 transmits information input from a voice input device such as a microphone to the customer terminal 1 as voice information via the call processing unit 361.
　また、顧客とオペレータとの通話が開始されると、情報処理装置３は、顧客とオペレータとの間の通話の内容を音声ログ３５２として記録する。 Further, when a call between the customer and the operator is started, the information processing apparatus 3 records the content of the call between the customer and the operator as an audio log 352.
　顧客との通話中に、データベース４３を検索する必要が生じた場合、オペレータは、操作入力部３２を操作する。これにより、データベース検索制御部３６２は、検索処理を開始する旨を把握し、通話処理部３６１と音声制御部３６４に対して検索処理を開始する旨を通知する（ステップＳ３０１）。 When it becomes necessary to search the database 43 during a call with a customer, the operator operates the operation input unit 32. Thereby, the database search control unit 362 grasps that the search process is started, and notifies the call processing unit 361 and the voice control unit 364 that the search process is started (step S301).
　検索処理を開始する旨の通知を受信すると、通話処理部３６１は、顧客端末１に対して保留音を送信する（ステップＳ２０２）。また、音声制御部３６４は、一対の音声出力装置のうちの一方から顧客の音声を出力し、一対の音声出力装置のうちの他方からシステムからの音声を出力する。つまり、検索処理の実行中は、イヤホンなどの一対の音声出力装置のうちの一方から顧客からの音声が出力され、他方からシステムからの音声が出力されることになる（ステップＳ４０２）。また、検索処理の実行中は、音声制御部３６４は、マイクなどの音声入力装置から入力される情報を顧客端末１に対して送信せず、データベース検索制御部３６２に送信する。 When receiving a notification to start the search process, the call processing unit 361 transmits a hold sound to the customer terminal 1 (step S202). The voice control unit 364 outputs the customer's voice from one of the pair of voice output devices, and outputs the voice from the system from the other of the pair of voice output devices. That is, while the search process is being executed, the voice from the customer is output from one of a pair of audio output devices such as earphones, and the audio from the system is output from the other (step S402). During execution of the search process, the voice control unit 364 does not send information input from a voice input device such as a microphone to the customer terminal 1 but sends it to the database search control unit 362.
　データベース検索制御部３６２は、操作入力部３２や音声入出力部３３を介して検索条件を示す検索条件情報を入力されると、当該検索条件情報をデータベース装置４に送信する。続いて、データベース装置４は、検索条件情報を受信する。すると、データベース装置４の検索部４２は、受信した検索条件情報に基づいて、データベース４３を検索する。そして、データベース装置４は、受信した検索条件情報に応じた検索結果の一覧を示す検索結果一覧や検索結果を情報処理装置３に送信する。例えば、上記のような処理により、データベース検索制御部３６２は、検索処理を実行する（ステップＳ３０２）。 When the database search control unit 362 receives the search condition information indicating the search condition via the operation input unit 32 or the voice input / output unit 33, the database search control unit 362 transmits the search condition information to the database device 4. Subsequently, the database device 4 receives the search condition information. Then, the search unit 42 of the database device 4 searches the database 43 based on the received search condition information. Then, the database device 4 transmits to the information processing device 3 a search result list indicating a list of search results corresponding to the received search condition information and a search result. For example, the database search control unit 362 executes the search process by the process as described above (step S302).
　検索処理が終了すると、オペレータは、操作入力部３２を操作する。これにより、データベース検索制御部３６２は、検索処理を終了する旨を把握し、通話処理部３６１と音声制御部３６４に対して検索処理を終了する旨を通知する（ステップＳ３０３）。 When the search process is completed, the operator operates the operation input unit 32. Thereby, the database search control unit 362 recognizes that the search process is to be ended, and notifies the call processing unit 361 and the voice control unit 364 that the search process is to be ended (step S303).
　検索処理を終了する旨の通知を受信すると、通話処理部３６１は、顧客端末１に対する保留音の送信を終了する。また、音声制御部３６４は、音声出力装置の両方から顧客の音声を出力し、音声入力装置から入力される情報を顧客端末１へと送信する（ステップＳ４０２）。このような処理により、顧客端末１と情報処理装置３との間の通話が再開される（ステップＳ２０３）。 When receiving the notification that the search process is terminated, the call processing unit 361 terminates the transmission of the hold sound to the customer terminal 1. Also, the voice control unit 364 outputs the customer's voice from both voice output devices, and transmits information input from the voice input device to the customer terminal 1 (step S402). By such processing, the call between the customer terminal 1 and the information processing device 3 is resumed (step S203).
　その後、通話が終了すると、顧客端末１及び通話処理部３６１は、通話を終了する（ステップＳ１０２、ステップＳ２０４）。なお、１回の顧客端末１及び通話処理部３６１の通話の中で複数回検索処理が行われても構わない。 Thereafter, when the call ends, the customer terminal 1 and the call processing unit 361 end the call (steps S102 and S204). Note that the search process may be performed a plurality of times during a call between the customer terminal 1 and the call processing unit 361.
　以上が、顧客端末１と情報処理装置３との間で通話を行う際の処理の流れの一例である。次に、図８を参照して、受付後処理制御部３６３が行う受付後処理の流れの一例について説明する。 The above is an example of the flow of processing when a call is made between the customer terminal 1 and the information processing apparatus 3. Next, an example of the flow of post-acceptance processing performed by the post-acceptance process control unit 363 will be described with reference to FIG.
　図８を参照すると、受付後処理制御部３６３は、オペレータによる操作入力部３２の操作に応じて、受付後処理開始の指示を通話処理部３６１に対して送信する（ステップＳ５０１）。上記オペレータによる操作入力部３２の操作は、例えば、顧客端末１との通話が終了するごとに行われることになる。 Referring to FIG. 8, post-acceptance processing control unit 363 transmits an instruction to start post-acceptance processing to call processing unit 361 according to the operation of operation input unit 32 by the operator (step S501). The operation of the operation input unit 32 by the operator is performed every time the call with the customer terminal 1 is terminated, for example.
　通話処理部３６１は、受付後処理制御部３６３から受付後処理開始の指示を受信する。すると、通話処理部３６１は、入電不可状態に移行し、顧客端末１からの新規な入電の受け付けを停止する（ステップＳ１０３）。 The call processing unit 361 receives an instruction to start post-acceptance processing from the post-acceptance process control unit 363. Then, the call processing unit 361 shifts to a call-impossible state, and stops accepting a new call from the customer terminal 1 (step S103).
　受付後処理制御部３６３は、操作入力部３２や音声入出力部３３を介して入力される問合せ情報の受け付けを行う。また、必要に応じてメールの送受信や架電などの必要な処理を行う。そして、受付後処理制御部３６３は、入力された問合せ情報やメールの送受信の結果や電話の結果などを問合せ情報３５３として記憶部３５に格納する。受付後処理制御部３６３は、例えばこのようにして受付後処理を実行する（ステップＳ５０２）。 The post-reception processing control unit 363 receives inquiry information input via the operation input unit 32 and the voice input / output unit 33. In addition, necessary processing such as sending and receiving mails and calling is performed as necessary. Then, the post-acceptance processing control unit 363 stores the input inquiry information, mail transmission / reception results, telephone results, and the like in the storage unit 35 as inquiry information 353. For example, the post-reception processing control unit 363 executes post-reception processing in this way (step S502).
　受付後処理が終了すると、受付後処理制御部３６３は、オペレータによる操作入力部３２の操作に応じて、通話処理部３６１に対して受付後処理を終了する旨を通知する（ステップＳ５０３）。その結果、通話処理部３６１は、入電不可状態から入電可能状態に移行する（ステップＳ１０４）。 When the post-accepting process is completed, the post-accepting process control unit 363 notifies the call processing unit 361 that the post-accepting process is terminated in accordance with the operation of the operation input unit 32 by the operator (step S503). As a result, the call processing unit 361 shifts from a call-impossible state to a call-ready state (step S104).
　以上が、受付後処理制御部３６３が行う受付後処理の流れの一例である。 The above is an example of the flow of post-reception processing performed by the post-reception processing control unit 363.
　なお、本実施形態においては、データベース装置４は、情報処理装置３の外部に存在するとした。しかしながら、データベース装置４としての機能は、いずれかの情報処理装置３の内部に存在していても構わない。また、データベース装置４としての機能をそれぞれの情報処理装置３が有していても構わない。 In this embodiment, the database device 4 is assumed to exist outside the information processing device 3. However, the function as the database apparatus 4 may exist inside any one of the information processing apparatuses 3. Each information processing device 3 may have a function as the database device 4.
　また、本実施形態においては、情報処理装置３が図示しない変調復調装置を介してネットワーク２と接続されている場合について説明した。しかしながら、図９で示すように、情報処理装置３は、受信した顧客端末１からの電話をどの情報処理装置３に割り当てるかなどの呼制御を行う交換機５を介してネットワーク２と接続されていても構わない。また、交換機５を有する場合、データベース装置４は、交換機５を介して情報処理装置３と接続されていても構わない。また、顧客端末１と情報処理装置３とは、必ずしも代表組の仕組みを用いて接続されていなくとも構わないし、電話回線網を介さずにＩＰ網を介して接続されるよう構成しても構わない。 In the present embodiment, the case where the information processing device 3 is connected to the network 2 via a modulation / demodulation device (not shown) has been described. However, as shown in FIG. 9, the information processing device 3 is connected to the network 2 via an exchange 5 that performs call control such as to which information processing device 3 the received telephone from the customer terminal 1 is assigned. It doesn't matter. Further, when the exchange 5 is provided, the database apparatus 4 may be connected to the information processing apparatus 3 via the exchange 5. Further, the customer terminal 1 and the information processing apparatus 3 do not necessarily have to be connected using a representative group mechanism, and may be configured to be connected via an IP network without a telephone line network. Absent.
　また、音声制御部３６４は、一対の音声出力装置のうちの一方ごとに音量などの調整をすることが出来る。つまり、オペレータの左耳側の音声出力装置から出力される音声の音量と、オペレータの右耳側の音声出力装置から出力される音声の音量とは、それぞれ独立して調整することが出来る。 Also, the audio control unit 364 can adjust the volume and the like for each of the pair of audio output devices. That is, the volume of the sound output from the voice output device on the left ear side of the operator and the volume of the sound output from the voice output device on the right ear side of the operator can be adjusted independently.
　また、本実施形態においては、音声入出力部３３の一例として、オペレータの左右の耳それぞれに装着され、オペレータに対して音声を出力するイヤホンなどの一対の音声出力装置（音声出力手段）を含んでいる場合を挙げた。しかしながら、音声出力装置としては、オペレータの左右の耳それぞれに装着される一対のイヤホンではなく、オペレータの左右の耳のいずれか一方にのみ装着される一つのイヤホン（１つの音声出力装置）を採用することも考えられる（例えば、図９の音声出力装置３３－４、３３－５、３３－６）。 Further, in the present embodiment, as an example of the voice input / output unit 33, a pair of voice output devices (voice output means) such as earphones that are attached to the left and right ears of the operator and output voice to the operator are included. The case of being out was cited. However, instead of a pair of earphones worn on the left and right ears of the operator, one earphone (one voice output device) that is worn only on one of the left and right ears of the operator is adopted as the voice output device. (For example, the audio output devices 33-4, 33-5, and 33-6 in FIG. 9).
　このような場合、音声制御部３６４は、第１の機能による音声と第２の機能による音声とを例えば同時に出力することになる。この場合に、音声制御部３６４は、第１の機能による音声と第２の機能による音声との間に、音量の差を設けて出力するよう構成することが出来る。例えば、本実施形態において説明したように、顧客との通話中にデータベース４３の検索処理を行う場合、システムからの音声（第２の機能による音声）と比較して、顧客の音声（第１の機能による音声）の音量を抑えることが考えられる。なお、第１の機能による音声と第２の機能による音声とのいずれを大きくするかは、適宜調整可能なよう構成しても構わない。 In such a case, the voice control unit 364 outputs, for example, the voice by the first function and the voice by the second function at the same time. In this case, the voice control unit 364 can be configured to output with a difference in volume between the voice of the first function and the voice of the second function. For example, as described in the present embodiment, when the database 43 search process is performed during a call with a customer, the customer's voice (the first function) is compared with the voice from the system (the voice by the second function). It is conceivable to reduce the volume of the sound due to the function. In addition, you may comprise so that it can adjust suitably whether which the audio | voice by a 1st function and the audio | voice by a 2nd function are made loud is enlarged.
　また、音声制御部３６４は、音声ログ３５２を再生する場合に、一対の音声出力装置のうちの一方から顧客の音声を出力し、一対の音声出力装置のうちの他方から音声ログ３５２の音声を出力するよう構成することが出来る。つまり、顧客との通話中に音声ログ３５２の再生を行う場合、顧客に対しては保留音を送信しつつ、一対の音声出力装置のうちの一方から顧客の音声を出力し、一対の音声出力装置のうちの他方から音声ログ３５２の音声を出力するよう構成することが出来る。このように、情報処理装置３に実装される第２の機能は、データベース検索制御部３６２に限定されない。 In addition, when reproducing the audio log 352, the audio control unit 364 outputs the customer's audio from one of the pair of audio output devices, and the audio of the audio log 352 from the other of the pair of audio output devices. Can be configured to output. That is, when the audio log 352 is reproduced during a call with the customer, the customer's voice is output from one of the pair of voice output devices while transmitting the hold sound to the customer, and the pair of voice outputs. The voice of the voice log 352 can be output from the other of the devices. As described above, the second function implemented in the information processing apparatus 3 is not limited to the database search control unit 362.
　例えば、図１０で示すように、情報処理装置３は、外部連絡制御部３６５（連絡手段）を含むことが出来る。外部連絡制御手段３６５は、顧客との通話中に通話中の顧客とは異なる相手に連絡する際（例えば、メールの送受信や架電など外部とのやりとりを行う際）に必要となる制御を行う。このような処理は、例えば、電話取次業務における在席確認などを行う際に必要となる。例えば、外部連絡制御部３６５は、オペレータにより操作入力部３２が操作されると（例えば、キーボードのうちの予め定められている任意の箇所が押下されると）、通話処理部３６１と音声制御部３６４に対して外部との連絡処理を開始する旨を通知する。当該通知を受信すると、通話処理部３６１は、顧客端末１に対して予め定められた保留音を送信する。また、音声制御部３６４は、一対の音声出力装置のうちの一方から顧客の音声を出力し、一対の音声出力装置のうちの他方からシステムからの音声を出力するなどの制御を行う。 For example, as shown in FIG. 10, the information processing apparatus 3 can include an external contact control unit 365 (contact means). The external contact control unit 365 performs control necessary for contacting a different party during the call with the customer (for example, when exchanging with the outside such as sending / receiving mail or calling). . Such a process is necessary, for example, when performing presence confirmation in a telephone agency service. For example, when the operation input unit 32 is operated by an operator (for example, when a predetermined portion of the keyboard is pressed), the external communication control unit 365 and the call processing unit 361 and the voice control unit 364 is notified of the start of external contact processing. When the notification is received, the call processing unit 361 transmits a predetermined hold sound to the customer terminal 1. In addition, the voice control unit 364 performs control such that the customer's voice is output from one of the pair of voice output apparatuses and the voice from the system is output from the other of the pair of voice output apparatuses.
　上記通知を送信した後、外部連絡制御手段３６５は、例えば音声入出力部３３を介して、外部との連絡処理を開始した旨を音声で出力する。その後、外部連絡制御手段３６５は、オペレータから音声入出力部３３を介してメールや架電など必要な処理についての情報を取得し、当該取得した情報に基づく処理（つまり、メールの送信や架電など）を行う。その後、外部連絡制御手段３６５は、オペレータによる操作入力部３２の操作に応じて、通話処理部３６１と音声制御部３６４に対して検索処理を終了する旨を通知する。その結果、保留音の送信が終了し、顧客端末１との間での通話が再開することになる。 After transmitting the above notification, the external contact control unit 365 outputs, via the voice input / output unit 33, for example, a voice that the contact processing with the outside is started. Thereafter, the external contact control unit 365 acquires information on necessary processing such as mail and call from the operator via the voice input / output unit 33, and processes based on the acquired information (that is, transmission of mail and call) Etc.). Thereafter, the external contact control unit 365 notifies the call processing unit 361 and the voice control unit 364 that the search processing is ended in accordance with the operation of the operation input unit 32 by the operator. As a result, the transmission of the hold sound is ended, and the call with the customer terminal 1 is resumed.
　このように、情報処理装置３には、第２の機能としてデータベース検索制御部３６２以外の機能を実装することが出来る。 Thus, in the information processing apparatus 3, functions other than the database search control unit 362 can be implemented as the second function.
　以上、本実施形態において説明した情報処理システムにより行われる処理の一例をまとめると、例えば、図１１で示すようになる。 As described above, an example of processing performed by the information processing system described in the present embodiment is summarized as shown in FIG.
　図１１を参照すると、例えば交換機５、情報処理装置３を介して顧客からの着信、顧客に対する応答（つまり、通話）が行われる。また、保留音を流す必要が生じた場合、情報処理装置３から保留音が送信される。 Referring to FIG. 11, for example, an incoming call from a customer and a response to the customer (that is, a call) are performed via the exchange 5 and the information processing device 3. Further, when it is necessary to play a holding sound, the information processing apparatus 3 transmits a holding sound.
　顧客からの通話中にデータベース装置４や音声ログ３５２の検索を行う必要が生じた際には、オペレータによる操作に応じて、顧客に対して保留音を送信しつつ音声による検索が行われる。音声による検索の結果、音声による回答がオペレータに対して行われる。又は、音声による回答がオペレータを介さずに情報処理装置３から顧客に対して直接行われる。音声による回答がオペレータに対して行われるか、顧客に対して直接行われるかは、例えば、操作入力部３２に対する操作や音声入出力部３３を介した音声による指示により選択可能である。 When it becomes necessary to search the database device 4 or the voice log 352 during a call from a customer, a search by voice is performed while sending a hold sound to the customer according to an operation by the operator. As a result of the voice search, a voice reply is made to the operator. Or the reply by a voice is directly performed with respect to a customer from the information processing apparatus 3 without going through an operator. Whether the answer by voice is made to the operator or directly to the customer can be selected, for example, by an operation on the operation input unit 32 or an instruction by voice via the voice input / output unit 33.
　顧客からの着信や顧客に対する応答（つまり、通話）、保留音、情報処理装置３から顧客に対して直接行われる音声による回答など、情報処理装置３から送受信される音声情報は音声ログ３５２として格納される。 Voice information transmitted / received from the information processing apparatus 3 such as an incoming call from a customer, a response to the customer (that is, a call), a holding tone, and a voice response directly sent from the information processing apparatus 3 to the customer is stored as an audio log 352 Is done.
　オペレータは、音声による検索を行うほかに、操作入力部３２を操作することでも検索処理などを行うことが出来る。 The operator can perform search processing by operating the operation input unit 32 in addition to performing search by voice.
　顧客との通話中においても、メールの送受信や架電など外部とのやりとりを音声による制御のもと行うことが出来る。この場合、上記処理の際中、顧客に対しては例えば保留音が送信される。なお、メールの送受信や架電などの外部とのやりとりは、顧客との通話を行っていない間も行うことが出来る。 ・ Even during a call with a customer, exchanges with the outside, such as sending and receiving e-mails and calls, can be performed under voice control. In this case, during the process, for example, a hold sound is transmitted to the customer. It should be noted that exchanges with the outside such as sending and receiving e-mails and calls can be performed even while a call is not being made with the customer.
　顧客との通話中においても、音声ログ３５２を再生することが出来る。音声ログ３５２は、任意の速度で再生可能である。顧客との通話中に音声ログ３５２を再生する場合、顧客に対しては保留音が送信される。 The voice log 352 can be reproduced even during a call with a customer. The audio log 352 can be reproduced at an arbitrary speed. When the audio log 352 is reproduced during a call with a customer, a hold sound is transmitted to the customer.
　なお、音声検索を行う場合や音声による回答をオペレータが受けている場合、外部とのやりとりを音声による制御のもと行っている場合や音声ログ３５２を再生している場合であっても、顧客からの音声を受信することが出来る（顧客からの音声も流れている）。 It should be noted that even when performing a voice search or when an operator receives an answer by voice, even when the exchange with the outside is under the control of voice or when the voice log 352 is reproduced, the customer Can receive the voice from the customer (the voice from the customer is also playing).
　また、受付後処理を行う際には、新たな着信を受け入れない入電不可状態に移行することが出来る。 Also, when the post-acceptance process is performed, it is possible to shift to a state where no incoming call is accepted and the call cannot be received.
　このように、本実施形態における情報処理装置３は、音声制御部３６４と、音声入出力部３３と、を有している。また、音声制御部３６４は、顧客とオペレータとが通話中の場合、一対の音声出力装置の両方から顧客の音声を出力し、検索中の場合、一対の音声出力装置のうちの一方から顧客の音声を出力し、他方からシステムからの音声を出力する。このような構成により、検索結果などを音声で出力することが可能となる。その結果、オペレータに対する情報の伝達が過度に視覚によるものに偏ってしまうおそれがある、という問題を解決することが出来る。これにより、例えば聴覚に障害を有する方などであっても、問題なく電話応対業務を行うことなどが可能となる。また、本実施形態によると、検索中の場面において、一対の音声出力装置のうちの一方からは顧客の音声を出力する。これにより、検索時間経過による顧客のいらだちなどを察知することが可能となり、検索の切り上げなど顧客の様子に応じた対応を行うことが可能となる。 As described above, the information processing apparatus 3 according to this embodiment includes the voice control unit 364 and the voice input / output unit 33. The voice control unit 364 outputs the customer's voice from both of the pair of voice output devices when the customer and the operator are talking, and when searching, the customer's voice is output from one of the pair of voice output devices. Audio is output, and audio from the system is output from the other. With such a configuration, it is possible to output search results and the like by voice. As a result, it is possible to solve the problem that the transmission of information to the operator may be excessively biased to visual. As a result, for example, even a person who has a hearing impairment can perform a telephone service without any problem. Further, according to the present embodiment, the customer's voice is output from one of the pair of voice output devices in the scene being searched. This makes it possible to detect customer irritation and the like due to the passage of search time, and to take measures according to the customer's situation such as rounding up the search.
　以上のように、本実施形態において説明した情報処理システムは、パソコンなどの情報処理装置とネットワークとステレオイヤホンマイクとを備えれば実現可能である。そのため、例えば、専用の機器を新たに用意することなくシステムを導入することが可能である。 As described above, the information processing system described in this embodiment can be realized by providing an information processing device such as a personal computer, a network, and a stereo earphone microphone. Therefore, for example, the system can be introduced without newly preparing a dedicated device.
　なお、上記各実施形態及び付記において記載したプログラムは、記憶装置に記憶されていたり、コンピュータが読み取り可能な記録媒体に記録されていたりする。例えば、記録媒体は、フレキシブルディスク、光ディスク、光磁気ディスク、及び、半導体メモリ等の可搬性を有する媒体である。 Note that the programs described in the above embodiments and supplementary notes are stored in a storage device or recorded on a computer-readable recording medium. For example, the recording medium is a portable medium such as a flexible disk, an optical disk, a magneto-optical disk, and a semiconductor memory.
　以上、上記実施形態等を参照して本願発明を説明したが、本願発明は、上述した実施形態に限定されるものではない。本願発明の構成や詳細には、本願発明の範囲内で当業者が理解しうる様々な変更をすることができる。 As mentioned above, although this invention was demonstrated with reference to the said embodiment etc., this invention is not limited to embodiment mentioned above. Various changes that can be understood by those skilled in the art can be made to the configuration and details of the present invention within the scope of the present invention.
１　顧客端末
２　ネットワーク
３　情報処理装置
３１　画面表示部
３２　操作入力部
３３　音声入出力部
３４　通信Ｉ／Ｆ部
３５　記憶部
３５１　顧客情報
３５２　音声ログ
３５３　問合せ情報
３６　演算処理部
３６１　通話処理部
３６２　データベース検索制御部
３６３　受付後処理制御部
３６４　音声制御部
４　データベース装置
４１　通信部
４２　検索部
４３　データベース
５　交換機 DESCRIPTION OF SYMBOLS 1 Customer terminal 2 Network 3 Information processing apparatus 31 Screen display part 32 Operation input part 33 Voice input / output part 34 Communication I / F part 35 Storage part 351 Customer information 352 Voice log 353 Inquiry information 36 Operation processing part 361 Call processing part 362 Database Search control unit 363 Post-acceptance process control unit 364 Voice control unit 4 Database device 41 Communication unit 42 Search unit 43 Database 5 Exchange

Claims (14)

  1. 　音声を入出力する音声入出力手段と、
    　前記音声入出力手段により入出力される音声を制御する音声制御手段と、
    　を有し、
    　前記音声入出力手段は、情報処理装置に装備された第１の機能を利用する際に用いられるとともに、前記第１の機能とは異なる第２の機能を利用する際に用いられるよう構成され、
    　前記音声制御手段は、前記第１の機能を利用する際、前記音声入出力手段から当該第１の機能による音声を出力し、前記第１の機能の利用中に前記第２の機能を利用する旨を検知すると、前記音声入出力手段から前記第１の機能による音声を出力するとともに、前記第２の機能による音声を出力する
    　情報処理装置。     Voice input / output means for inputting and outputting voice;
    Voice control means for controlling voice input / output by the voice input / output means;
    Have
    The voice input / output means is configured to be used when using a first function provided in the information processing apparatus and used when using a second function different from the first function,
    When using the first function, the voice control unit outputs a voice of the first function from the voice input / output unit, and uses the second function while using the first function. When detecting the effect, the voice input / output means outputs the voice by the first function and outputs the voice by the second function.
  2. 　請求項１に記載の情報処理装置であって、
    　前記音声入出力手段は、当該音声入出力手段を利用する利用者の左右の耳それぞれに装着される一対の音声出力手段を含んでおり、
    　前記音声制御手段は、前記第１の機能を利用する際、前記一対の音声出力手段のそれぞれから前記第１の機能による音声を出力し、前記第１の機能の利用中に前記第２の機能を利用する旨を検知すると、前記一対の音声出力手段のうちの一方から前記第１の機能による音声を出力し、前記一対の音声出力手段のうちの他方から前記第２の機能による音声を出力する
    　情報処理装置。     The information processing apparatus according to claim 1,
    The voice input / output means includes a pair of voice output means worn on the left and right ears of a user who uses the voice input / output means,
    The voice control means outputs the voice by the first function from each of the pair of voice output means when using the first function, and the second function while using the first function. Is detected, the sound of the first function is output from one of the pair of sound output means, and the sound of the second function is output from the other of the pair of sound output means. Information processing device.
  3. 　請求項１に記載の情報処理装置であって、
    　前記音声入出力手段は、当該音声入出力手段を利用する利用者の左右の耳いずれか一方に装着される一つの音声出力手段を含んでおり、
    　前記音声制御手段は、前記第１の機能を利用する際、前記一つの音声出力手段から前記第１の機能による音声を出力し、前記第１の機能の利用中に前記第２の機能を利用する旨を検知すると、前記一つの音声出力手段から前記第１の機能による音声を出力するとともに、前記第１の機能による音声とは異なる音量で前記第２の機能による音声を出力する
    　情報処理装置。     The information processing apparatus according to claim 1,
    The voice input / output means includes one voice output means to be worn on either one of the left and right ears of a user who uses the voice input / output means.
    The voice control means outputs the voice of the first function from the one voice output means when using the first function, and uses the second function while using the first function. When it is detected that the sound is to be performed, the sound output by the first function is output from the one sound output unit, and the sound by the second function is output at a volume different from the sound by the first function. .
  4. 　請求項１乃至３のいずれかに記載の情報処理装置であって、
    　前記第１の機能は、前記情報処理装置の利用者が顧客と通話を行う通話手段であり、前記第２の機能は、データベースに予め格納されているデータベース情報を検索する検索手段を含んでいる、
    　情報処理装置。     The information processing apparatus according to claim 1,
    The first function is call means for a user of the information processing apparatus to make a call with a customer, and the second function includes search means for searching database information stored in advance in a database. ,
    Information processing device.
  5. 　請求項１乃至４のいずれかに記載の情報処理装置であって、
    　前記第１の機能は、前記情報処理装置の利用者が顧客と通話を行う通話手段であり、前記第２の機能は、前記情報処理装置の利用者が通話を行う顧客とは異なる相手に連絡する際に用いる連絡手段を含んでいる
    　情報処理装置。     An information processing apparatus according to any one of claims 1 to 4,
    The first function is a call means for a user of the information processing apparatus to make a call with a customer, and the second function is to contact a different party from the customer with which the user of the information processing apparatus makes a call An information processing apparatus including a communication means used when performing the processing.
  6. 　請求項４又は５に記載の情報処理装置であって、
    　前記音声入出力手段は、前記音声入出力手段を利用する利用者の音声を入力する音声入力手段を含んでおり、
    　前記音声制御手段は、前記通話手段による通話を行う際、前記音声入力手段から入力された音声を示す音声情報を前記通話手段により行われる通話の相手先である顧客に対して送信し、前記通話手段による通話中に前記第２の機能を利用する旨を検知すると、前記音声入力手段から入力された音声を示す音声情報を前記通話手段により行われる通話の相手先である顧客に対して送信しない
    　情報処理装置。     An information processing apparatus according to claim 4 or 5,
    The voice input / output means includes voice input means for inputting a voice of a user who uses the voice input / output means,
    The voice control means transmits voice information indicating voice inputted from the voice input means to a customer who is a partner of a call made by the call means when making a call by the call means, and If it is detected that the second function is used during a call by means, the voice information indicating the voice input from the voice input means is not transmitted to the customer who is the other party of the call made by the call means Information processing device.
  7. 　請求項６に記載の情報処理装置であって、
    　前記音声制御手段は、前記通話手段による通話中に前記第２の機能を利用する旨を検知すると、前記音声入力手段から入力された音声を示す音声情報を前記第２の機能に送信し、
    　前記第２の機能は、受信した音声情報に基づいて所定の処理を行う
    　情報処理装置。     The information processing apparatus according to claim 6,
    When the voice control unit detects that the second function is used during a call by the calling unit, the voice control unit transmits voice information indicating the voice input from the voice input unit to the second function.
    The second function is an information processing apparatus that performs predetermined processing based on received audio information.
  8. 　請求項４乃至７のいずれかに記載の情報処理装置であって、
    　前記通話手段は、当該通話手段による通話中に前記第２の機能を利用する旨を検知すると、通話中の顧客に対して予め定められた保留音を送信するよう構成されており、
    　前記音声制御手段は、前記音声入出力手段から前記通話手段による音声を出力するとともに、前記第２の機能による音声を出力する
    　情報処理装置。     An information processing apparatus according to any one of claims 4 to 7,
    The call means is configured to transmit a predetermined hold sound to a customer during a call when detecting that the second function is used during a call by the call means,
    The voice control means outputs voice by the call means from the voice input / output means and outputs voice by the second function.
  9. 　請求項４乃至８のいずれかに記載の情報処理装置であって、
    　前記利用者による所定の情報の入力を受け付ける情報入力手段を有し、
    　前記通話手段は、前記情報入力手段による情報の入力中、新たな入電を許可しないよう構成されている
    　情報処理装置。     An information processing apparatus according to any one of claims 4 to 8,
    Comprising information input means for receiving input of predetermined information by the user;
    The information processing apparatus, wherein the calling means is configured not to permit new incoming calls while inputting information by the information input means.
  10. 　請求項４乃至９のいずれかに記載の情報処理装置であって、
    　前記通話手段により送受信される音声情報を音声ログとして記憶するよう構成され、
    　記憶している前記音声ログは、任意の速度で再生可能なよう構成されている
    　情報処理装置。     An information processing apparatus according to any one of claims 4 to 9,
    The voice information transmitted and received by the calling means is configured to be stored as a voice log,
    The information processing apparatus is configured such that the stored voice log can be reproduced at an arbitrary speed.
  11. 　請求項４乃至１０のいずれかに記載の情報処理装置であって、
    　前記第２の機能は、当該第２の機能の実施による結果を示す結果情報を、音声情報として通話中の顧客に対して送信可能なよう構成されている
    　情報処理装置。     An information processing apparatus according to any one of claims 4 to 10,
    The second function is configured such that result information indicating a result of the execution of the second function can be transmitted as voice information to a customer who is talking.
  12. 　請求項１乃至１０のいずれかに記載の情報処理装置であって、
    　前記第２の機能は、前記音声入出力手段を介して、当該第２の機能の実施による結果を示す結果情報を音声で出力するよう構成されている
    　情報処理装置。     An information processing apparatus according to any one of claims 1 to 10,
    The information processing apparatus, wherein the second function is configured to output, by voice, result information indicating a result of the execution of the second function via the voice input / output unit.
  13. 　音声を入出力する音声入出力手段を有する情報処理装置に、
    　前記音声入出力手段により入出力される音声を制御する音声制御手段を実現させ、
    　前記音声入出力手段は、情報処理装置に装備された第１の機能を利用する際に用いられるとともに、前記第１の機能とは異なる第２の機能を利用する際に用いられるよう構成され、
    　前記音声制御手段は、前記第１の機能を利用する際、前記音声入出力手段から当該第１の機能による音声を出力し、前記第１の機能の利用中に前記第２の機能を利用する旨を検知すると、前記音声入出力手段から前記第１の機能による音声を出力するとともに、前記第２の機能による音声を出力する
    　処理を実現するためのプログラム。     In an information processing apparatus having voice input / output means for inputting and outputting voice,
    Realizing voice control means for controlling voice input / output by the voice input / output means,
    The voice input / output means is configured to be used when using a first function provided in the information processing apparatus and used when using a second function different from the first function,
    When using the first function, the voice control unit outputs a voice of the first function from the voice input / output unit, and uses the second function while using the first function. A program for realizing a process of outputting a voice by the first function and outputting a voice by the second function from the voice input / output means when detecting the effect.
  14. 　音声を入出力する音声入出力手段を有する情報処理装置により実行される情報処理方法であって、
    　前記音声入出力手段は、情報処理装置に装備された第１の機能を利用する際に用いられるとともに、前記第１の機能とは異なる第２の機能を利用する際に用いられ、　前記第１の機能を利用する際、前記音声入出力手段から当該第１の機能による音声を出力し、前記第１の機能の利用中に前記第２の機能を利用する旨を検知すると、前記音声入出力手段から前記第１の機能による音声を出力するとともに、前記第２の機能による音声を出力する
    　情報処理方法。     An information processing method executed by an information processing apparatus having voice input / output means for inputting and outputting voice,
    The voice input / output means is used when using the first function provided in the information processing apparatus, and is used when using a second function different from the first function. When using the function, the voice input / output means outputs the voice of the first function, and when the use of the second function is detected during the use of the first function, the voice input / output An information processing method for outputting a sound by the first function and outputting a sound by the second function from the means.
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