Fatigue level alleviation device, communication system, fatigue level alleviation method, and program

Abstract

To provide a fatigue degree relaxation device for relaxing fatigue of an operator engaged in a call center job, a communication system utilizing the device, a fatigue degree relaxation method, and a program.SOLUTION: Provided is a fatigue degree relaxation device including: a telephone conversation voice acquisition unit that acquires telephone conversation voice between an operator performing a voice telephone conversation in a call center and a telephone conversation partner performing the voice telephone conversation with the operator; a fatigue degree index value acquisition unit that on the basis of the telephone conversation voice, estimates a fatigue degree of the operator and acquires a fatigue degree index value which is a value of an index indicating the fatigue degree; and a fatigue degree relaxation voice output unit that depending on the fatigue degree index value, acquires fatigue degree relaxation voice for relaxing the operator's fatigue and outputs the voice to the operator.SELECTED DRAWING: Figure 1

Description

[Technical Field]

[0001] The present invention relates to a fatigue reduction device for reducing fatigue in operators engaged in call center work, a communication system utilizing the device, a fatigue reduction method, and a program. [Background technology]

[0002] In call center work, operators deal with customers one after another almost without interruption, including dealing with complaints and other stressful situations. Due to the busy nature of their work, operators may not take sufficient care of themselves, and the accumulated stress can have a significant impact on their mental health, such as causing autonomic nervous system disorders.

[0003] Patent Document 1 discloses an invention that measures the physical condition of an operator and distributes incoming calls based on that physical condition and specific information about the customer involved in the call. Patent Document 1 states, "4-n measures the physical condition (for example, blood pressure, pulse, sweating, etc.) of the operator who is handling the user. The measured data is analyzed by the physical condition analysis unit 104 when the operator has finished handling the call, and it is determined whether the operator was in a state of high stress. The analysis result is notified to the switching management unit 102 and stored in the physical condition database 104a." [Prior art documents] [Patent documents]

[0004] [Patent Document 1] Japanese Patent Application Laid-Open No. 2012-195863 Summary of the Invention [Problem to be solved by the invention]

[0005] The disclosures of the above prior art documents are incorporated herein by reference. The following analysis has been carried out by the present inventors.

[0006] As described above, in the invention disclosed in Patent Document 1, by measuring and acquiring the physical condition of the operator, it is possible to determine at least whether the stress state of the operator is high or not.

[0007] However, the invention disclosed in Patent Document 1 controls the allocation of incoming calls to be handled by an operator when the result of the determination indicates a high level of stress, but does not involve the operator's stress level itself, which may force the operator to continue working with customers while still in a high level of stress.

[0008] Therefore, in one aspect of the present invention, it is an object to provide a fatigue reduction device that reduces fatigue in operators engaged in call center work, a communication system that utilizes the device, a fatigue reduction method, and a program. [Means for solving the problem]

[0009] According to a first aspect of the present invention, there is provided a fatigue reduction device having a call voice acquisition unit that acquires the call voice between an operator who makes a voice call in a call center and a call partner who makes a voice call with the operator, a fatigue index value acquisition unit that estimates the fatigue level of the operator based on the call voice and acquires a fatigue index value that is an index value indicating the fatigue level, and a fatigue reduction voice output unit that acquires fatigue reduction voice for reducing the fatigue of the operator according to the fatigue index value and outputs the voice to the operator.

[0010] According to a second aspect of the present invention, there is provided a communication system including a server device having an operator terminal of an operator that makes and receives voice calls via a private branch exchange, a call voice acquisition unit that acquires the call voice between the operator and a call partner that is making a voice call with the operator from the private branch exchange, a fatigue index value acquisition unit that estimates the fatigue level of the operator based on the call voice and acquires a fatigue index value that is an index value indicating the fatigue level, and a fatigue alleviation voice output unit that acquires fatigue alleviation voice for alleviating the operator's fatigue in accordance with the fatigue index value and outputs the fatigue alleviation voice to the operator terminal.

[0011] According to a third aspect of the present invention, there is provided a fatigue reduction method for causing a computer to execute the following steps, the fatigue reduction method comprising the steps of: acquiring a call voice between an operator who makes a voice call in a call center and a call partner who is making a voice call with the operator; estimating the fatigue level of the operator based on the call voice and acquiring a fatigue index value which is an index value indicating the fatigue level; and acquiring fatigue reduction voice for reducing the fatigue of the operator according to the fatigue index value and outputting the voice to the operator.

[0012] According to a fourth aspect of the present invention, there is provided a program for causing a computer to execute the following processes: acquiring a call voice between an operator who conducts a voice call in a call center and a call partner who is conducting a voice call with the operator; estimating a fatigue level of the agent based on the call voice and acquiring a fatigue level index value that is an index value indicating the fatigue level; and acquiring a fatigue level alleviation voice for alleviating fatigue of the agent according to the fatigue level index value, and outputting the fatigue level alleviation voice to the agent.

[0013] The program can be recorded on a computer-readable storage medium. The storage medium can be a non-transitory medium such as a semiconductor memory, a hard disk, a magnetic recording medium, or an optical recording medium. The present invention can also be embodied as a computer program product. [Effects of the Invention]

[0014] According to each aspect of the present invention, it is possible to provide a fatigue reduction device that reduces fatigue in operators engaged in call center work, a communication system that utilizes the device, a fatigue reduction method, and a program. [Brief explanation of the drawings]

[0015] [Figure 1] 1 is a block diagram showing an example of the configuration of a fatigue relief device according to the present disclosure. [Figure 2] 1 is a block diagram showing a specific configuration for estimating the fatigue level of an operator in a fatigue level reduction device according to the present disclosure. [Figure 3] 10 is a flowchart illustrating the operation of the fatigue relief device of the present disclosure. [Figure 4] 1 is a block diagram illustrating an example of a hardware configuration of a fatigue reduction device according to an embodiment of the present disclosure. [Figure 5] 1 is a diagram illustrating an example of a table in which fatigue index values ​​are associated with fatigue-reducing sounds in the present disclosure. [Figure 6] FIG. 1 is a diagram illustrating an example of a configuration of a communication system according to an embodiment of the present disclosure. [Figure 7] 10 is a flowchart illustrating the operation of the communication system of the present disclosure. [Figure 8] FIG. 1 is a block diagram illustrating an embodiment of the present disclosure. [Figure 9] 1 is a block diagram of a fatigue relief device according to an embodiment of the present disclosure. [Figure 10] FIG. 10 is a sequence diagram illustrating the operation of an embodiment of the present disclosure. [Figure 11] FIG. 10 is a diagram showing an example of background music according to fatigue level handled in an embodiment of the present disclosure. DETAILED DESCRIPTION OF THE INVENTION

[0016] First, an outline of one embodiment will be described. Note that the reference numerals in the drawings attached to this outline are attached to each element as an example for convenience to facilitate understanding, and the description of this outline is not intended to be limiting in any way.

[0017] 1 is a block diagram showing an example of the configuration of a fatigue relief device according to an embodiment of the present disclosure. The fatigue relief device 10 according to the embodiment includes a call voice acquisition unit 11, a fatigue index value acquisition unit 12, and a fatigue relief voice output unit 13.

[0018] The call voice acquisition unit 11 acquires the voice of a call between an operator who makes a voice call at a call center and a call partner who makes a voice call with the operator. The fatigue index value acquisition unit 12 estimates the fatigue level of the operator based on the call voice and acquires a fatigue index value that is an index value indicating the fatigue level. The fatigue level reduction voice output unit 13 acquires fatigue level reduction voice for reducing fatigue of the operator according to the fatigue level index value and outputs the voice to the operator.

[0019] In this way, one embodiment of the fatigue reduction device is capable of estimating the fatigue level of call center operators and outputting fatigue reduction audio to the operators to reduce their fatigue level according to their fatigue level, thereby directly reducing the fatigue of operators whose fatigue level has increased under high stress.

[0020] [First embodiment] [Device configuration] An example of the configuration of the fatigue relief device according to the first embodiment of the present disclosure is the same as that of the first embodiment, as shown in Fig. 1. The fatigue relief device 10 according to the first embodiment includes a call voice acquisition unit 11, a fatigue index value acquisition unit 12, and a fatigue relief voice output unit 13.

[0021] The call voice acquisition unit 11 acquires the voice of a call between an operator who conducts a voice call at a call center and the other party who is conducting the voice call with the operator. A "voice call" refers to voice communication via a telephone line, voice chat, etc., and particularly includes two-way online calls. In a call center, the "other party" is usually a customer. In this disclosure, a "call" includes both an inbound call by a customer and an outbound call by an operator.

[0022] The call voice may be acquired from the terminal of each operator, but if the communication system uses a PBX (Private Branch eXchange), for example, the voice can be acquired from the PBX.

[0023] The fatigue index value acquisition unit 12 estimates the operator's fatigue level based on the call voice and acquires a fatigue index value that is an index value indicating the fatigue level. Specifically, the acquired call voice data is analyzed by a predetermined means, and a fatigue index value that is an estimated degree of fatigue is calculated by a predetermined calculation process. The calculation process of the fatigue index value will be described later.

[0024] The fatigue index value acquiring unit 12 may estimate the fatigue level of the operator based on not only the voice of the operator but also the voice of the other party. The voice of the other party is one of the factors that contribute to the fatigue of the operator, and it is possible to estimate the fatigue level of the operator by analyzing the voice of the other party.

[0025] The fatigue level reduction voice output unit 13 acquires fatigue level reduction voice data for reducing the fatigue of the operator according to the fatigue level index value and outputs the acquired data to the operator. For example, if the index value ranges from 0 to 999, the range is divided into four levels: 0 to 249, 250 to 499, 500 to 749, and 750 to 999. For example, if the calculated fatigue level index value is 600, the acquired fatigue level index value belongs to the third level. In this case, the fatigue level reduction voice output unit 13 acquires fatigue level reduction voice data associated with the third level from the fatigue level reduction voice data associated with each level, and outputs the acquired data to the operator's terminal or PBX.

[0026] The output may be in a form in which fatigue-reducing audio is superimposed on the call audio to be output to the operator, i.e., from the operator's perspective, the call audio may be accompanied by background music (BGM) or the like.

[0027] Regarding the acquisition of the fatigue-relief sound associated with each class, i.e., the selection of the fatigue-relief sound, sounds that have a fatigue-relief effect for each class depending on the frequency of the sound or changes in tempo represented by BPM (Beats Per Minute), such as music (BGM), may be listed in advance and stored in the fatigue-relief sound output unit 13 in association with each class as fatigue-relief sounds. The association of each class with a fatigue-relief sound may be performed, for example, by outputting a plurality of fatigue-relief sounds and having multiple evaluators rank them in order of perceived fatigue-relief effect, and then associating a fatigue-relief sound with each class based on this order. The fatigue-relief sound data may be stored in the fatigue-relief device 10, or the fatigue-relief device 10 may store a list of fatigue-relief sounds and access a server device or the like associated with a URI (Uniform Resource Identifier) ​​listed in the list to acquire (by download or streaming) the fatigue-relief sound data.

[0028] Details regarding the relationship between the frequency and tempo of music and the effects of reducing stress and fatigue are provided in the following documents, the disclosure contents of which are incorporated herein by reference. Deep learning for emotionally-based music therapy https: / / www.mdpi.com / 1424-8220 / 23 / 2 / 986 The effects of 528Hz music on the endocrine system and autonomic nervous system https: / / www.scirp.org / journal / paperinformation.aspx?paperid=87146 ·Sound Healing using Solfeggio Frequencies https: / / www.researchgate.net / publication / 333852911_Sound_Healing_using_Solfeggio_Frequencies The effect of background music on reducing mental stress caused by computer-based work https: / / luke.repo.nii.ac.jp / ?action=repository_action_common_download&item_id=867&item_no=1&attribute_id=22&file_no=1 Empirical research on the mood-inducing effects of music https: / / www.jstage.jst.go.jp / article / jjep1953 / 50 / 1 / 50_23 / _pdf / -char / ja - Examination of the relaxation effect of different music tempos on listeners https: / / chuo-u.repo.nii.ac.jp / ?action=repository_action_common_download&item_id=6321&item_no=1&attribute_id=22&file_no=1

[0029] The fatigue level relief sound output unit 13 may reacquire and present the fatigue level relief sound upon completion of a call in which the fatigue level relief sound has been output. When the fatigue level relief sound is presented, it is considered that the operator's fatigue level is increasing. On the other hand, care must be taken to ensure that the fatigue level relief sound does not interfere with the call while the operator is on the phone with the customer. Therefore, a process of reacquiring the fatigue level relief sound may be performed upon completion of the voice call. In this case, after the call ends, the volume of the fatigue level relief sound may be increased compared to the fatigue level relief sound used during the call, or a fatigue level relief sound with a greater relief effect (a higher level) may be acquired and output. Furthermore, the fatigue level may be estimated again, the fatigue level index value may be reacquired, and a fatigue level relief sound corresponding to the reacquired index value may be acquired.

[0030] [Configuration that allows acquisition of operator's biometric information] The fatigue reduction device 10 may have a biometric information acquisition unit (not shown). The biometric information acquisition unit acquires biometric information of the operator. The fatigue index value acquisition unit 12 estimates the operator's fatigue level based on the acquired biometric information. Here, "biometric information" refers to indicators that can be measured by a measuring device, such as body temperature, blood pressure, pulse, electromyogram, electroencephalogram, and perspiration. The acquired biometric information may be used to measure the activity of the autonomic nervous system. The sympathetic nervous system is activated under stress, and the activation of the sympathetic nervous system and the degree of activation may be detected by acquiring, for example, the pulse. The acquired biometric information may be combined with the results of voice analysis and used to improve the reliability of the calculated fatigue index value.

[0031] [Configuration for estimating fatigue level: Waveform analysis using specific frequency bands] 2 is a block diagram showing a specific configuration for estimating the fatigue level of an operator in the fatigue level reduction device 10 of the present disclosure. As shown in this diagram, the fatigue level reduction device 10 has a call voice acquisition unit 11, a fatigue level index value acquisition unit 12, a fatigue level reduction voice output unit 13, and a specific frequency band extraction unit 14. The distinctive features of this configuration are that the fatigue level reduction device 10 has the specific frequency band extraction unit 14, and that the fatigue level index value acquisition unit 12 estimates the fatigue level of the operator based on the extracted call voice data in the specific frequency band.

[0032] The specific frequency band extraction unit 14 extracts voice data of a specific frequency band from the acquired call voice. In this configuration, a voice signal is acquired by a microphone, and voice waveform data that is digitally encoded by a D / A converter is used. As an example, a fundamental frequency (specific frequency) component corresponding to the so-called "pitch" is extracted from the voice waveform data using a filter. The fatigue index value acquisition unit 12 estimates the operator's fatigue level by analyzing the extracted frequency component.

[0033] Details of the method for analyzing and measuring fatigue from voice are described in the following documents, the disclosure contents of which are incorporated herein by reference. Patent Publication No. 2023-105903 (Fatigue level management system, method and program) Patent No. 4989618 (Chaos Theoretic Index Value Calculation System) Patent No. 5812265 (Autonomic Nervous System Evaluation System) Patent No. 4317898 (Chaos Theoretic Index Value Calculation System) Patent No. 4500955 (Cerebral evaluation device) "Brain Function Model Considered from Speech Analysis," Kakuichi Shiomi, Journal of Kansei Engineering Research, Vol. 4, 2004 "Evaluation of Mental and Physical State by Chaotic Speech Analysis," NAVIGATION, Journal of the Japan Society of Navigation, vol. 190, 2014. "Chaotic Speech Evaluation Technology," Kakuichi Shiomi, Ergonomics Society, Vol. 51. "Robust Speech Signal Features Against Auditory Effects," Ergonomics Society, 2020 (co-authored by Shiomi and NECPF). "Survey Results on Individual Differences Appearing in Arousal Evaluation Features Defined in Speech Signals," Ergonomics Society, 2020.

[0034] [Configuration for estimating fatigue level: Text analysis using speech recognition] The fatigue level alleviation device 10 may be configured to estimate the fatigue level by converting the call voice into text using voice recognition and analyzing the text to estimate the fatigue level. Specifically, the fatigue level alleviation device further includes a call voice recognition unit (not shown) that recognizes the call voice and converts it into text, and the fatigue level index value acquisition unit 12 estimates the operator's fatigue level based on the call voice that has been converted into text.

[0035] The fatigue index value acquiring unit 12 may estimate the operator's fatigue level by analyzing the contents of the call voice that has been converted into text. For example, a group of keywords may be stored in advance as specific phrases that indicate an increase in fatigue level, and when these keywords appear in the call voice that has been converted into text, the fatigue level may be accumulated. The accumulated fatigue level may be adjusted and used as the fatigue index value.

[0036] [Explanation of operation] 3 is a flowchart illustrating the operation of the fatigue reduction device 10 of the present disclosure. As shown in this figure, first, the call voice is acquired (step S0301). Next, the operator's fatigue level is estimated based on the acquired call voice, and a fatigue index value is acquired (step S0302). Next, fatigue reduction voice is acquired according to the acquired fatigue index value, and output to the operator (step S0303). Next, it is determined whether the operator's work is completed (step S0304). If it is completed, the process ends (step S0304, Y). If it is not completed (step S0304, N), the process returns to the call voice acquisition process (step S0301).

[0037] [Hardware configuration] Next, a description will be given of the hardware configuration of the fatigue relief device according to the first embodiment. Fig. 4 is a block diagram showing an example of the hardware configuration of the fatigue relief device 10 according to the embodiment of the present disclosure.

[0038] The fatigue reduction device 10 can be configured by an information processing device (computer), and has the configuration shown in Fig. 4. For example, the fatigue reduction device 10 includes a CPU (Central Processing Unit) 41, a memory 42, an input / output interface 43, and a NIC (Network Interface Card) 44 as a communication means, which are interconnected by an internal bus 45.

[0039] However, the configuration shown in Fig. 4 is not intended to limit the hardware configuration of each device constituting the fatigue relief device 10. Each fatigue relief device 10 may include hardware not shown, and may not include the input / output interface 43 as necessary. Furthermore, the number of CPUs and other components included in the fatigue relief device 10 is not intended to be limited to the example shown in Fig. 4; for example, each device may include multiple CPUs.

[0040] The memory 42 is a RAM (Random Access Memory), a ROM (Read Only Memory), or an auxiliary storage device (such as a hard disk).

[0041] The input / output interface 43 is a means for interfacing with a display device and an input device (not shown). The display device is, for example, a liquid crystal display. The input device is, for example, a device that accepts user operations, such as a keyboard or a mouse.

[0042] The functions of the fatigue reduction device 10 are realized by processing modules such as a call voice acquisition program, a fatigue index value acquisition program, a fatigue reduction voice output program, and a table associating fatigue index values ​​with fatigue reduction voices.

[0043] The processing modules are implemented, for example, by the CPU 41 executing a program stored in the memory 42. The program can be updated by downloading it via a network or by using a storage medium storing the program. The processing modules may also be implemented by semiconductor chips. That is, it is sufficient if there is some means for executing the functions performed by the processing modules using some kind of hardware and / or software.

[0044] [Hardware operation] When the hardware of the fatigue relief device 10 starts processing, a call voice acquisition program is called from the memory 42 and executed by the CPU 41. This program connects to the private branch exchange, which is the source of the voice call, or the operator's terminal via the NIC 44, and acquires the call voice data. The acquisition timing is basically arbitrary, but acquisition may also be performed at predetermined time intervals. This predetermined time interval for the voice call data may be changed depending on the execution result of the fatigue index value acquisition program described below. For example, if the fatigue index value has increased since the previous acquisition of call voice data and the increase exceeds a predetermined threshold, the acquisition interval for the call voice data may be relatively shortened. The call voice data acquired by this program is temporarily stored in the memory 42.

[0045] Next, the fatigue index value acquisition program is called from memory 42 and executed by CPU 41. This program reads the call voice data stored in memory 42 and analyzes the voice data through calculations by CPU 41. As a result of the analysis, the operator's fatigue level is estimated from the voice data and the degree is calculated as a fatigue index value. The calculated fatigue index value is temporarily stored in memory 42.

[0046] Next, the fatigue-relief sound output program is called from memory 42 and executed by CPU 41. This program reads the fatigue index value stored in memory 42 and a table that associates fatigue index values ​​with fatigue-relief sounds, also stored in memory 42, and generates a list of fatigue-relief sounds corresponding to the calculated fatigue index values. The program references this list and acquires fatigue-relief sound data. For example, if the list includes a URL (Uniform Resource Locator) for the fatigue-relief sound data, the program accesses the URL via NIC 44 and acquires the sound data.

[0047] FIG. 5 is a diagram showing an example of a table relating the above-mentioned fatigue index value and fatigue-relief audio in the present disclosure. As shown in this diagram, fatigue index values ​​ranging from 0 to 999 are associated with song IDs and fatigue-relief audio URLs and stored. When a fatigue index value is calculated at a certain time, the fatigue-relief audio output program acquires fatigue-relief audio URLs within the fatigue index value class. For example, if the calculated fatigue level is 350, fatigue-relief audio URLs within the fatigue index value class of 300 to 399 are acquired via the NIC 44 and stored as a list in the memory 42.

[0048] The fatigue-relief voice acquisition program downloads voice data associated with fatigue-relief voice URLs stored as a list and stores it in memory 42. The stored data is mixed with the call voice by the program and sent again via NIC 44 to the private branch exchange or the operator's terminal.

[0049] [Effect description] As described above, the fatigue reduction device of this embodiment acquires the call voice, estimates the operator's fatigue level, and outputs fatigue reduction audio, such as music, corresponding to the fatigue level into the call voice, thereby making it possible to reduce the fatigue of call center operators without changing the business flow.

[0050] [Second embodiment] [System Configuration] An example of the configuration of a communication system according to the second embodiment of the present disclosure is as shown in Fig. 6. The communication system according to the second embodiment includes a private branch exchange 20, a server device 30, and operator terminals 40-1 to 40-n. The server device 30 includes a call voice acquisition unit 11, a fatigue index value acquisition unit 12, and a fatigue level reduction voice output unit 13. Note that the above components have been described in the above embodiment, and therefore will not be described again.

[0051] The private branch exchange 20 is connected to a telephone line such as a public network, receives calls from and makes calls to call partners, and is also connected to a server device 30, which acquires voice, identification numbers, etc. Specifically, the voice during a call is output to a call voice acquisition unit 11 of the server device 30 so that the acquired voice can be received by this unit. Although not shown in Fig. 6, a telephone line may be wired from the private branch exchange 20 to the telephone set used by each operator.

[0052] The private branch exchange 20 may be an on-premise type located within the premises of a call center, or may be a cloud type located on a network.

[0053] The server device 30 is a device that corresponds to a so-called CTI (Computer Telephony Integration) server, which includes the fatigue level alleviation device 10 described in the above embodiment. The server device 30 is connected to operator terminals 40-1 to 40-n of the respective operators.

[0054] The operator terminals 40-1 to 40-n are connected to the server device 30. The voice output from the fatigue level reduction voice output unit 13 is sent to each operator terminal. All or some of the operator terminals 40-1 to 40-n may be located within a call center, or the terminals may be located in remote locations via a network.

[0055] As described above, when an operator is in a remote environment, it is impossible to directly observe the operator's condition, which can make labor management difficult, such as determining the operator's level of fatigue. However, with the communication system of this embodiment, it is possible to determine the operator's level of fatigue via the network, making it possible to more effectively manage the operation of the call center.

[0056] [Explanation of operation] 7 is a flowchart illustrating an example of the operation of the communication system according to an embodiment of the present disclosure. As shown in this figure, when the communication system receives an incoming call from a customer, the private branch exchange 20 determines that it is an incoming call (step S0701, Y), establishes a line connection with the customer, and distributes the incoming call to an operator according to a predetermined rule. Next, at least the voice of the distributed incoming call is output to the server device 30 (step S0702).

[0057] The server device 30 acquires the outputted call voice (step S0703), estimates the operator's fatigue level based on the call voice, and calculates and acquires a fatigue level index value (step S0704). Next, a fatigue level mitigation voice is acquired according to the fatigue level index value and output to the operator (step S0705). At this time, the fatigue level mitigation voice may be output by being superimposed on the call voice.

[0058] The operator terminal 40 receives the outputted fatigue level reducing voice and outputs it to the operator (step S0706).

[0059] [Effect description] According to the communication system of this embodiment, the functions provided by the fatigue reduction device of the above embodiment can be included in communication systems with a variety of private branch exchange placements and operator terminal placements, etc., and the problem of reducing operator fatigue in call centers can be solved.

[0060] [Example] An example of a call center system in which the fatigue relief device and communication system of the above embodiment are applied to a call center will be described below.

[0061] [Device configuration] FIG. 8 shows an embodiment of the present disclosure. The call center system 100 includes a private branch exchange (PBX) 101, a call center server 102, a fatigue relief device 103, and multiple operator terminals 104 (PCs, headsets, etc.) used by operators. The private branch exchange 101, the call center server 102, the fatigue relief device 103, and the operator terminals 104 are connected to a network. The private branch exchange 101 connects incoming calls from customer telephone terminals to operators. It also connects the operator's voice to the fatigue relief device 103, for example, by connecting a voice path. The call center server 102 has functions necessary for call center operation, such as a function to distribute customer calls to operator terminals and a function to identify customers from caller phone numbers and display customer information on the client PCs of the operator terminals. The operator terminals 104 include applications linked to the client PCs, headsets, and call center server.

[0062] FIG. 9 shows a block diagram of the fatigue reduction device 103. The fatigue reduction device 103 includes a voice data acquisition unit 201, a fatigue calculation unit 202, a storage unit 203, a background music (BGM) transmission unit 204, and a control unit 205. The voice data acquisition unit 201 acquires the operator's voice data via a voice path connected from the private branch exchange 101. When the voice path is connected, the private branch exchange 101 notifies the operator of the operator's identification number. The fatigue calculation unit 202 calculates the operator's fatigue level from the acquired voice data. The calculated fatigue level is stored in the storage unit 203 together with the operator's identification number and date and time. The fatigue level is also determined based on the fatigue level. The background music transmission unit 204 transmits background music corresponding to the determined fatigue level to the headset of the operator terminal 104 via the voice path. The control unit 205 is configured to control the operations of the voice data acquisition unit 201, fatigue calculation unit 202, storage unit 203, and background music transmission unit 204. A part of the functions of the fatigue level calculation unit 202 may be performed by an external server device (for example, a case is assumed in which voice data is sent to an external server and the calculated fatigue level is obtained).

[0063] [Explanation of operation] The operation of this embodiment is shown in Figure 10. The operator logs in to the operator terminal 104 using, for example, a user ID and password. If the login is successful, the call center server 102 and the operator terminal 104 (an application linked to the call center server) are connected, and the operator can start call center work (step S1). The call center server 102 connects a voice path between the operator terminal 104 and the fatigue relief device 103 via the private branch exchange 101 (step S2). The voice path from the operator terminal 104 to the fatigue relief device 103 and the voice path from the fatigue relief device 103 to the operator terminal 104 may be different voice paths.

[0064] When a call is received from a customer, the private branch exchange 101 notifies the call center server 102 of the caller's telephone number. The call center server 102 identifies the operator to answer the call and calls the operator terminal 104 via the private branch exchange 101. When the operator answers, the customer and the operator are connected so that they can talk (step S3). At this time, customer information may be displayed on the operator terminal 104. The call center server 102 notifies the fatigue level reduction device 103 that the call has started. The fatigue level reduction device 103 starts an operation of acquiring the voice data of the operator and calculating the fatigue level (step S4).

[0065] When the fatigue level reduction device 103 determines that the operator's fatigue level has exceeded a predetermined threshold (step S5: Yes), the fatigue level reduction device 103 sends background music identified based on the fatigue level to the headset of the operator terminal 104 via an audio path (step S6). Listening to background music (frequency and BPM contained in music) that has a high stress reduction effect is expected to reduce the operator's stress. When the fatigue level reduction device 103 determines that the operator's fatigue level has fallen below the predetermined threshold, it may stop sending out the background music.

[0066] When the call between the operator and the customer is disconnected and the call ends, the operator creates a call record. The call center server 102 notifies the fatigue level reduction device 103 that the call has ended. The fatigue level reduction device 103 may increase the volume of the background music that is still being played. Alternatively, it may play background music that is more effective (corresponding to a high fatigue level). It is expected that the stress of the operator will be further reduced during the time when the operator is not working.

[0067] Next, a method for determining the fatigue level will be described. The fatigue level calculated by the fatigue level calculation unit 202 of the fatigue level alleviation device 103 in this embodiment is a value ranging from 0 (tired) to 1000 (vigorous). The fatigue level is recorded for a certain period of time from the start of the operator's work on that day and used as the operator's normal fatigue level. Past normal fatigue levels may be averaged to determine the operator's normal fatigue level on that day. For example, assume that the operator's normal fatigue level on that day is 750. In this case, if the calculated fatigue level is 650 or less, which is 100 less than the normal level, it is determined to be fatigue level 1. If it is further 550 or less, which is 200 less than the normal level, it is determined to be fatigue level 2. If it is further 450 or less, which is 300 less than the normal level, it is determined to be fatigue level 3. Note that the fatigue level may be determined not by the difference from the normal level but by an absolute value, such as fatigue level 1 for fatigue level 700 or less, fatigue level 2 for fatigue level 500 or less, and fatigue level 3 for fatigue level 300 or less. Furthermore, by combining relative values ​​and absolute values, a normal fatigue level of -100 or less may be determined as fatigue level 1, a fatigue level of 500 or less as fatigue level 2, and a fatigue level of 300 or less as fatigue level 3. It is desirable to calculate the fatigue level at regular intervals and determine the level from multiple fatigue levels.

[0068] Next, the BGM to be transmitted will be described. FIG. 11 shows an example of BGM corresponding to the fatigue level. BGM to be transmitted according to the determined fatigue level is stored in advance. BGM with a high stress-reducing effect is selected based on frequency and BPM (tempo). BGM to be transmitted is selected according to the determined fatigue level, and the BGM is transmitted. The same BGM may be continuously transmitted, or may be changed to another BGM according to the fatigue level at regular intervals. Furthermore, BGM with a higher effect may be transmitted based on changes in fatigue level since the previous BGM was transmitted.

[0069] [Other embodiments] In this embodiment, the operator's fatigue level is calculated and background music is played according to the fatigue level, but it is also possible to obtain customer voice data, calculate the fatigue level, and play background music according to the customer's fatigue level.

[0070] By analyzing data on fatigue levels and background music from multiple call centers, background music that is more effective in reducing stress for operators may be proposed.

[0071] From the fatigue level records, it is possible to determine how easily the employee becomes fatigued (for example, if the employee is judged to be fatigue level 3 for a long period of time), and if the employee is prone to fatigue, the system may notify the manager and suggest that the employee seek mental health care.

[0072] Some or all of the above embodiments can also be described as follows, but are not limited to the following. [Form 1] This is the same as the fatigue relief device according to the first aspect described above. [Form 2] Preferably, the fatigue reduction device of aspect 1, wherein the fatigue reduction voice output unit outputs the fatigue reduction voice to the operator by superimposing it on the call voice. [Form 3] Preferably, the fatigue level alleviation device of aspect 1 or 2, wherein the fatigue level index value acquisition unit estimates the fatigue level of the operator based on the call voice of the operator. [Form 4] Preferably, the fatigue level alleviation device according to any one of aspects 1 to 3, wherein the fatigue level index value acquisition unit further estimates the fatigue level of the operator based on the call voice of the other party. [Form 5] a biometric information acquisition unit that acquires biometric information of the operator; and the fatigue level index value acquisition unit further estimates a fatigue level of the operator based on the biological information. Preferably, the fatigue relief device is one of the first to fourth embodiments. [Form 6] Preferably, the fatigue reduction device of any one of aspects 1 to 5, wherein the fatigue reduction sound output unit reacquires and outputs the fatigue reduction sound upon completion of the call in which the fatigue reduction sound was output. [Form 7] a specific frequency band extraction unit that extracts audio data of a specific frequency band from the call audio; Preferably, the fatigue level alleviation device according to any one of aspects 1 to 6, wherein the fatigue level index value acquisition unit estimates the fatigue level of the operator based on the extracted call voice data in the specific frequency band. [Form 8] A call voice recognition unit that recognizes the call voice and converts it into text, Preferably, the fatigue level alleviation device according to any one of aspects 1 to 7, wherein the fatigue level index value acquisition unit estimates the fatigue level of the operator based on the call voice that has been converted into text. [Form 9] This is the same as the communication system according to the second aspect described above. [Form 10] This is the same as the fatigue reduction method according to the third aspect described above. [Form 11] This is the same as the program related to the fourth perspective mentioned above.

[0073] The disclosures of the above-cited patent documents and other documents are incorporated herein by reference. Modifications and adjustments of the embodiments and examples are possible within the scope of the entire disclosure of the present invention (including the scope of the claims), and further based on the basic technical concept thereof. Furthermore, various combinations and selections of the various disclosed elements (including each element of each claim, each element of each embodiment or example, each element of each drawing, etc.) are possible within the scope of the entire disclosure of the present invention. In other words, the present invention naturally includes various modifications and alterations that would be possible by a person skilled in the art in accordance with the entire disclosure and technical concept, including the scope of the claims. In particular, with regard to the numerical ranges set forth herein, any numerical value or subrange included within the range should be construed as being specifically set forth, even if not otherwise specified. [Explanation of symbols]

[0074] 10: Fatigue relief device 11: Call voice acquisition unit 12: Fatigue index value acquisition unit 13: Fatigue relief audio output section 14: Specific frequency band extraction unit 20: Private branch exchange 25: Control unit 30: Server device 40: Operator terminal 40-1 to 40-n: Operator terminal 41:CPU 42: Memory 43: Input / output interface 44:NIC 45: Internal bus 100: Call center system 101: Private branch exchange 102: Call center server 103: Fatigue relief device 104: Operator terminal 201: Audio data acquisition unit 202: Fatigue level calculation unit 203: Storage section 204:BGM sending section 205: Control unit

Claims

1. a call voice acquisition unit that acquires a call voice between an operator who makes a voice call in a call center and a call partner who makes a voice call with the operator; a specific frequency band extraction unit that extracts voice data of a specific frequency band from the operator's voice; a fatigue level index value acquisition unit that analyzes the extracted call voice data in the specific frequency band to estimate a fatigue level of the operator and acquires a fatigue level index value that is a value of an index indicating the fatigue level; a fatigue level alleviation sound output unit that holds a list of sounds that have a fatigue level alleviation effect for each level of the fatigue level index value, and selects a sound that corresponds to the fatigue level index value from the list as a fatigue level alleviation sound for alleviating fatigue of the operator and outputs the selected sound to the operator; A fatigue relief device having:

2. the fatigue level reduction voice output unit presents the fatigue level reduction voice to the operator by superimposing it on the call voice; The fatigue relief device according to claim 1.

3. the fatigue level alleviation sound output unit reacquires and presents the fatigue level alleviation sound in response to the end of the call in which the fatigue level alleviation sound has been output. The fatigue relief device according to claim 1.

4. a private branch exchange (PBX); an operator terminal for an operator who makes and receives voice calls via a private branch exchange; a call voice acquisition unit that acquires a call voice between the operator and a call partner who is making a voice call with the operator from a private branch exchange; a specific frequency band extraction unit that extracts voice data of a specific frequency band from the operator's voice; a fatigue level index value acquisition unit that analyzes the extracted call voice data in the specific frequency band to estimate a fatigue level of the operator and acquires a fatigue level index value that is a value of an index indicating the fatigue level; a fatigue level alleviation sound output unit that holds a list of sounds that have a fatigue level alleviation effect for each level of the fatigue level index value, and selects a sound that corresponds to the fatigue level index value from the list as a fatigue level alleviation sound for alleviating fatigue of the operator and outputs the selected sound to the operator; a server device having A communication system including:

5. A method for causing a computer to execute the following steps: acquiring a call voice between an operator who is making a voice call at a call center and a call partner who is making a voice call with the operator; extracting voice data of a specific frequency band from the operator's voice; analyzing the extracted call voice data in the specific frequency band to estimate a fatigue level of the operator, and acquiring a fatigue level index value that is a value of an index indicating the fatigue level; a step of retaining a list of sounds having a fatigue level alleviating effect for each level of the fatigue level index value, selecting a sound corresponding to the fatigue level index value from the list as a fatigue level alleviating sound for alleviating fatigue of the operator, and outputting the sound to the operator; A method for alleviating fatigue.

6. A process of acquiring a call voice between an operator who makes a voice call in a call center and a call partner who makes a voice call with the operator; A process of extracting voice data of a specific frequency band from the operator's call voice; a process of analyzing the extracted call voice data in the specific frequency band to estimate a fatigue level of the operator and acquiring a fatigue level index value that is a value of an index indicating the fatigue level; a process of retaining a list of sounds having a fatigue level alleviating effect for each level of the fatigue level index value, selecting a sound corresponding to the fatigue level index value from the list as a fatigue level alleviating sound for alleviating fatigue of the operator, and outputting the sound to the operator; A program that causes a computer to execute the following.

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