Information processing device, information processing method, and program

Abstract

To provide an information processing device, method, and program for associating a telephone call with an operator.SOLUTION: In a contact center, an extension number specification part of a voice recognition system specifies an extension number of a telephone set performing a telephone call with a customer terminal from a packet transmitted from an NW switch. A voice recognition part performs voice recognition to voice data included in the packet transmitted from the NW switch, converts voices expressed by the voice data into a voice recognition text, specifies an operator ID corresponding to the extension number specified by the extension number specification part with reference to association between the operator ID and the extension number stored in a storage part, and then transmits the voice recognition text to an operator terminal logging on with the operator ID. The operator terminal transmits log-on information inputted by this log-on operation to the voice recognition system according to operator's operation.SELECTED DRAWING: Figure 3

Description

[Technical field]

[0001] The present disclosure relates to an information processing device, an information processing method, and a program. [Background technology]

[0002] In recent years, contact centers (also called call centers) have increasingly been introducing CTI (Computer Telephony Integration) for the purposes of supporting operators' work, improving work efficiency, and increasing customer satisfaction. CTI is a mechanism for integrating and linking computers, such as voice recognition systems and customer management systems, with telephones and PBXs (Private Branch Exchanges) (for example, Non-Patent Document 1). By introducing CTI, it becomes possible, for example, to link a voice recognition system with a PBX and perform voice recognition on calls at the contact center. Hereinafter, the introduction of CTI and linking a computer with a telephone or PBX is also referred to as "CTI linkage."

[0003] In recent years, an increasing number of contact centers have adopted a free address system for the seating of operators. A free address system is a system in which operators do not have fixed seats and can choose their seats freely or according to some rules. In a free address system, the operator's seat can change daily, but by performing voice recognition through CTI integration, it is possible to link the voice-recognized calls with the operators. [Prior art documents] [Non-patent literature]

[0004] [Non-Patent Document 1] "CTI middleware "CTBASE / Core" | NTT Technocross", Internet<URL:https: / / www.ntt-tx.co.jp / products / ctbase / core.html> Summary of the Invention [Problem to be solved by the invention]

[0005] However, while there is a desire to introduce a voice recognition system into a contact center to recognize voice calls, there are cases in which it is not possible to introduce CTI due to various reasons. For example, there are cases where the existing PBX does not have a CTI linkage function or has insufficient capacity to link with CTI, but the cost of replacing the PBX is unacceptable.

[0006] In such cases, especially in contact centers that use a free address system, there is a problem in that it is not possible to link voice-recognized calls with operators, making it impossible to link which voice recognition results relate to which operator's calls.

[0007] The present disclosure has been made in consideration of the above points, and provides a technology for linking a call with an operator. [Means for solving the problem]

[0008] An information processing device according to one aspect of the present disclosure includes a storage unit that stores in a storage unit correspondence information that associates user identification information used in authenticating a first terminal with first identification information transmitted from the first terminal, a first identification unit that identifies second identification information from packet data in a communication process, a voice recognition unit that converts voice represented by voice data included in the packet data into text by voice recognition, a second identification unit that uses the correspondence information stored in the storage unit to identify user identification information associated with first identification information that matches the second identification information, a fraud detection unit that uses the second identification information to determine whether the first identification information included in the correspondence information is fraudulent, and, when the fraud detection unit determines that the first identification information is fraudulent, an identification unit that detects a user identification information by the user identification information. the fraud detection unit determines that the first identification information is not fraudulent if the surname of the user identified by the user identification information is included in text representing a voice recognition result of an opening scene, which is a scene representing the start of communication realized by the communication processing, and determines that the first identification information is fraudulent if the surname of the user identified by the user identification information is not included in the text representing the voice recognition result of an opening scene, which is a scene representing the start of communication realized by the communication processing. Effect of the Invention

[0009] According to the present disclosure, a technique for linking a call with an operator is provided. [Brief description of the drawings]

[0010] [Figure 1] 1 is a diagram illustrating an example of an overall configuration of a contact center system according to a first embodiment. [Diagram 2]4A to 4C are diagrams for explaining an example of a method for linking a call with an operator according to the first embodiment and transmission of a voice recognition result using the method. [Diagram 3] 2 is a diagram illustrating an example of a functional configuration of a contact center according to the first embodiment; FIG. [Figure 4] FIG. 11 is a sequence diagram showing an example of a process at the time of logon according to the first embodiment; [Diagram 5] FIG. 13 illustrates an example of a log-on screen. [Figure 6] FIG. 13 is a diagram showing an example of an extension number input screen. [Figure 7] FIG. 13 is a diagram showing another example of the extension number input screen. [Figure 8] FIG. 4 is a sequence diagram illustrating an example of a voice recognition process according to the first embodiment. [Figure 9] FIG. 13 illustrates an example of an operator screen. [Figure 10] FIG. 11 is a diagram illustrating an example of a functional configuration of a contact center according to a second embodiment. [Figure 11] FIG. 11 is a sequence diagram illustrating an example of a voice recognition process according to a second embodiment. [Figure 12] FIG. 13 is a sequence diagram showing an example of an operator information / log association process according to the second embodiment. [Figure 13] FIG. 11 is a sequence diagram showing an example of a log complement / correction process according to the second embodiment. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0011] A first embodiment and a second embodiment will be described below as an embodiment of the present invention. In each embodiment, a contact center system 1 will be described below that is targeted at a contact center and that is capable of linking a call (voice call) with a customer to an operator who is handling the call without CTI linkage when performing voice recognition on the call. However, a contact center is only an example, and the system can be similarly applied to cases other than contact centers, such as cases where a call is linked to a person who is handling the call, for example, a person working in an office. More generally, the system can be similarly applied to cases where a call is linked to a person who is handling the call.

[0012] [First embodiment] First, the first embodiment will be described.

[0013] <Overall configuration of contact center system 1> An example of the overall configuration of a contact center system 1 according to this embodiment is shown in Fig. 1. As shown in Fig. 1, the contact center system 1 according to this embodiment includes a voice recognition system 10, a plurality of operator terminals 20, a plurality of telephones 30, one or more supervisor terminals 40, one or more manager terminals 50, a PBX 60, a NW switch 70, and a customer terminal 80. Here, the voice recognition system 10, the operator terminals 20, the telephones 30, the supervisor terminals 40, the manager terminals 50, the PBX 60, and the NW switch 70 are installed in a contact center environment E, which is a system environment of a contact center. Note that the contact center environment E is not limited to a system environment in the same building, and may be, for example, a system environment in a plurality of buildings that are geographically separated from each other.

[0014] The voice recognition system 10 converts a call between a customer and an operator into text by voice recognition using packets (voice packets) transmitted from the NW switch 70, and identifies the operator who is handling the call.

[0015] The operator terminal 20 is a terminal such as a PC (personal computer) used by an operator. The telephone 30 is an IP (Internet Protocol) telephone (such as a fixed IP telephone or a mobile IP telephone) used by an operator. Hereinafter, it is assumed that a free address system is adopted in the contact center, and the operator's seat may change daily (or at some timing such as, for example, between morning and afternoon, or when the assigned work is changed). In addition, in a general contact center, one operator terminal 20 and one telephone 30 are often installed at each operator's seat. Therefore, in this embodiment, it is assumed that such a contact center is adopted, a free address system is adopted, the operator's seat may change daily, and each of those seats is installed with one operator terminal 20 and one telephone 30.

[0016] The supervisor terminal 40 is a terminal such as a PC used by a supervisor. A supervisor is, for example, a person who monitors the operator's calls and supports the operator's telephone response work when some problem is likely to occur or at the request of the operator. Usually, the calls of several to a dozen operators are monitored by one supervisor.

[0017] The administrator terminal 50 is a terminal such as a PC used by a system administrator of the contact center environment E. Although only one administrator terminal 50 is illustrated in the example shown in Fig. 1, multiple administrator terminals 50 may be present.

[0018] The PBX 60 is a telephone exchange (IP-PBX) and is connected to a communication network 90 including a Voice over Internet Protocol (VoIP) network and a Public Switched Telephone Network (PSTN).

[0019] The NW switch 70 relays packets between the telephone 30 and the PBX 60 , and also captures the packets and transmits them to the voice recognition system 10 .

[0020] The customer terminal 80 is a variety of terminals used by customers, such as a smartphone, a mobile phone, or a landline phone.

[0021] The overall configuration of the contact center system 1 shown in Fig. 1 is just an example, and other configurations may be used. For example, in the example shown in Fig. 1, the voice recognition system 10 is included in the contact center environment E (i.e., the voice recognition system 10 is an on-premise type), but all or part of the functions of the voice recognition system 10 may be implemented by a cloud service or the like. Similarly, in the example shown in Fig. 1, the PBX 60 is an on-premise type telephone exchange, but may be implemented by a cloud service.

[0022] <Linking calls to operators and sending voice recognition results using that linking> A case where a call is associated with an operator in the contact center system 1 according to this embodiment, and a voice recognition result is transmitted to the operator terminal 20 used by the operator using the associated association will be described with reference to FIG. 2. Here, each operator selects his / her own seat when starting a call handling task, and logs on to the operator terminal 20 at that seat using his / her operator ID and the corresponding password. The operator ID is identification information that uniquely identifies an operator. Instead of the operator ID, another identification information such as a log-on ID and the corresponding password may be used for logging on.

[0023] Typically, an operator selects a seat and logs on when arriving at work, but this is not limited to the above. For example, if a different seat is used in the morning and afternoon, the operator may select a seat and log on when the morning work starts and when the afternoon work starts. Also, if a different seat is used in response to a change in the work assigned to the operator, the operator may select a seat and log on when the work assigned to the operator before the change starts and when the work assigned to the operator after the change starts. In addition to the above, the operator may select a seat and log on at some other timing.

[0024] The operator logs out from the operator terminal 20 when finishing work, such as when finishing work, or when changing the work he or she is responsible for. Since this is similar to the conventional technology, a description thereof will be omitted in this embodiment.

[0025] At this time, the contact center system 1 according to the present embodiment links the call with an operator by the following steps (1-1) to (1-6), and displays the voice recognition result of the call on the operator terminal 20 used by the operator.

[0026] (1-1) First, in response to a log-on operation by an operator, the operator terminal 20 transmits log-on information (operator ID and corresponding password) input by this log-on operation to the voice recognition system 10. Note that the operator ID and the corresponding password (correct password) may be held by the voice recognition system 10, but this is not limited thereto, and may be held by a system or device other than the voice recognition system 10, such as an authentication system.

[0027] (1-2) Next, the operator terminal 20 transmits an extension number (e.g., "XXXX") to the voice recognition system 10 in response to an input operation of the extension number by the operator. Here, the operator inputs the extension number of the telephone 30 installed at his / her own seat (i.e., the telephone 30 installed at the same seat as the operator terminal 20 logged on in (1-1) above). The extension number of the telephone 30 may be displayed on the display of the telephone 30, or may be posted on a piece of paper on the seat where the telephone 30 is installed, for example.

[0028] (1-3) The voice recognition system 10 associates and holds an operator ID included in the logon information transmitted from the operator terminal 20 with an extension number transmitted from the operator terminal 20. This makes it possible to identify the operator ID from the extension number.

[0029] (1-4) When the telephone 30 receives a call from the customer terminal 80, the voice recognition system 10 captures packets of the call between the customer terminal 80 and the telephone 30, and identifies the extension number of the telephone 30 from the packets. This makes it possible to identify the operator ID from the extension number, so that the call and the operator are linked.

[0030] (1-5) The voice recognition system 10 performs voice recognition on the voice data contained in the packets of the call between the customer terminal 80 and the telephone 30, and converts the voice represented by the voice data into text (hereinafter also referred to as "voice recognized text").

[0031] (1-6) Then, the voice recognition system 10 transmits the voice recognition text, which is the voice recognition result, to the operator terminal 20 used by the operator associated with the call. This makes it possible to display the voice recognition text on the operator terminal 20 in real time. In this case, the voice recognition system 10 may, for example, associate with the operator ID and hold operator terminal information, such as the identification information and IP address of the operator terminal 20 used for the logon of the operator, and use this operator terminal information to identify the operator terminal 20 to which the voice recognition text is to be sent. Although not specifically mentioned below, as described above, the voice recognition system 10 transmits the voice recognition text after identifying the operator terminal 20 to which the voice recognition text is to be sent, and the screen for displaying the voice recognition text is generated by the operator terminal 20. However, this is not limited to the above, and for example, the operator terminal 20 may transmit a request including the operator ID, etc. to the voice recognition system 10, and the voice recognition text (or information on the screen on which the voice recognition text is displayed, etc.) may be returned from the voice recognition system 10 to the operator terminal 20 in response to the request.

[0032] <Functional configuration of contact center system 1> FIG. 3 shows the functional configuration of the voice recognition system 10 and the operator terminal 20 included in the contact center system 1 according to this embodiment.

[0033] <Voice Recognition System 10> As shown in FIG. 3, the voice recognition system 10 according to the present embodiment includes an authentication unit 101, an extension number holding unit 102, an extension number identification unit 103, and a voice recognition unit 104. Each of these units is realized, for example, by a process in which one or more programs installed in the voice recognition system 10 are executed by a processor such as a CPU (Central Processing Unit). The voice recognition system 10 according to the present embodiment also includes a storage unit 110. The storage unit 110 can be realized, for example, by a storage device such as an HDD (Hard Disk Drive), an SSD (Solid State Drive), or a flash memory. However, the storage unit 110 may also be realized, for example, by a storage device connected to the voice recognition system 10 via a communication network.

[0034] The authentication unit 101 authenticates the operator terminal 20 using the logon information (operator ID and the corresponding password) received from the operator terminal 20.

[0035] The extension number holding unit 102 holds in the storage unit 110 the extension number transmitted from the operator terminal 20 that has been successfully authenticated and the operator ID included in the logon information used to authenticate the operator terminal 20 in association with each other.

[0036] The extension number identification unit 103 identifies the extension number of the telephone set 30 that is communicating with the customer terminal 80 from the packet transmitted from the NW switch 70 .

[0037] The voice recognition unit 104 performs voice recognition on the voice data included in the packet transmitted from the NW switch 70, and converts the voice represented by the voice data into a voice-recognized text. The voice recognition unit 104 also refers to the correspondence between the extension number and the operator ID stored in the storage unit 110, identifies the operator ID corresponding to the extension number identified by the extension number identification unit 103, and transmits the voice-recognized text to the operator terminal 20 logged on with that operator ID.

[0038] Information representing the correspondence between an extension number and an operator ID is stored in the storage unit 110. In addition to this, various other information (for example, information necessary for authenticating the operator terminal 20, etc.) may be stored in the storage unit 110.

[0039] <Operator terminal 20> 3, the operator terminal 20 according to this embodiment includes a log-on request unit 201, an extension number transmission unit 202, and a UI control unit 203. Each of these units is realized by, for example, processing executed by a processor such as a CPU by one or more programs installed in the operator terminal 20.

[0040] In response to an operator's operation, the logon request unit 201 transmits to the voice recognition system 10 the logon information (operator ID and the corresponding password) input in this logon operation.

[0041] The extension number transmitting unit 202 transmits the extension number to the voice recognition system 10 in response to an input operation of the extension number by the operator.

[0042] The UI control unit 203 displays various screens (such as a log-on screen, an extension number input screen, an operator screen, etc., which will be described later) on the display of the operator terminal 20. In addition, the UI control unit 203 accepts various input operations from the operator on these various screens.

[0043] <Logon process> The process when an operator logs on to the operator terminal 20 will be described below with reference to FIG.

[0044] The UI control unit 203 of the operator terminal 20 accepts an input operation of logon information by the operator (step S101). Here, the operator can perform an input operation of logon information on a logon screen G1000 as shown in Fig. 5, for example. That is, the operator can perform an input operation of logon information by inputting his / her own operator ID in an operator ID input field G1001 on the logon screen G1000 shown in Fig. 5, inputting a password corresponding to the operator ID in a password input field G1002, and then pressing an OK button G1003.

[0045] The logon request unit 201 of the operator terminal 20 transmits the logon information (the operator ID and the corresponding password) input by the input operation in the above step S101 to the voice recognition system 10 (step S102).

[0046] When the authentication unit 101 of the voice recognition system 10 receives the logon information from the operator terminal 20, it authenticates the operator terminal 20 using the logon information (step S103). That is, the authentication unit 101 verifies whether the operator ID and password included in the logon information are correct, and if the verification is successful, it determines that the authentication is successful, and if not, it determines that the authentication is unsuccessful. Note that while it is possible to verify whether the operator ID and password are correct in various ways, for example, a common method is to verify whether the operator ID and password included in the logon information are correct by referring to an authentication information table in which the correct operator ID and password are stored.

[0047] The authentication unit 101 returns the above authentication result (authentication success or authentication failure) to the operator terminal 20. In the following, the description will be continued assuming that an authentication result indicating authentication success has been returned.

[0048] The UI control unit 203 of the operator terminal 20 accepts the input operation of the extension number by the operator (step S104). Here, the operator can perform the input operation of the extension number on the extension number input screen G2000 as shown in Fig. 6, for example. That is, the operator can perform the input operation of the extension number by inputting the extension number of the telephone 30 installed at his / her own desk in the extension number input field G2001 on the extension number input screen G2000 shown in Fig. 6 and then pressing the OK button G2002.

[0049] The extension number transmitting unit 202 of the operator terminal 20 transmits the extension number input by the input operation in the above step S104 to the voice recognition system 10 (step S105).

[0050] When the extension number storage unit 102 of the voice recognition system 10 receives the extension number from the operator terminal 20, the extension number storage unit 102 associates the extension number with the operator ID included in the logon information received in step S103 and stores the association in the storage unit 110 (step S106). As a result, information in which the extension number and the operator ID are associated in the format of (extension number, operator ID) (hereinafter, also referred to as correspondence information) is stored in the storage unit 110. Note that, for example, if correspondence information including the same extension number as the extension number received from the operator terminal 20 is already stored in the storage unit 110, the extension number storage unit 102 may update the operator ID included in the correspondence information to the operator ID included in the logon information received in step S103.

[0051] Here, in the extension number input screen G2000 shown in Fig. 6, the operator can freely input an extension number in the extension number input field G2001. This may result in an input error in the extension number. Furthermore, if the extension number of another seat is input, the operator may be able to refer to calls made by other operators on the operator screen described later. Therefore, it is preferable that the operator is not allowed to freely input an extension number, but is allowed to select from a number of predetermined extension numbers.

[0052] In this case, for example, instead of the extension number input screen G2000 shown in Fig. 6, it is possible to display an extension number input screen G3000 as shown in Fig. 7. A pull-down button G3011 is present in the extension number input field G30001 of the extension number input screen G3000 shown in Fig. 7, and when an operator presses the pull-down button G3011, the extension numbers that the operator can select are displayed as a pull-down menu G3012. Therefore, the operator selects the extension number of the telephone 30 installed at his / her own seat from the pull-down menu G3012, and then presses the OK button G3002 to input the extension number. This makes it possible to prevent a situation in which an incorrect extension number is input or an extension number of another seat is input illegally.

[0053] In general, in contact centers, several seats are often arranged together (i.e., in a so-called island layout) according to the content of the telephone response work (for example, contract work, support work, sales work, etc.). For this reason, for example, in the case of a free address system in which an operator selects his / her own seat from a specific group of seats according to the content of his / her telephone response work, the extension numbers selectable by the operator may be determined for each group of seats. Or, for example, the extension numbers selectable by the operator may be determined for each area in which a seat or group of seats exists. In addition to these, for example, in the case where operators are divided into groups according to the content of the telephone response work, the group to which the operator belongs may be identified from the operator ID used for logging on, and the selectable extension numbers may be determined according to the group.

[0054] In addition, in the above, logon information is entered on the logon screen and the extension number is entered on the extension number input screen, but this is not limited to this, and for example, both logon information and the extension number may be entered on the same screen.

[0055] <Speech recognition processing> In the following, it is assumed that an operator is logged on to the operator terminal 20 and is talking to a customer terminal 80 using a telephone 30 installed at the same seat as the operator terminal 20. At this time, a process of performing voice recognition of the call and displaying the result on the display of the operator terminal 20 will be described with reference to Fig. 8. Here, while a call is being made between the telephone 30 and the customer terminal 80, packets (voice packets) of the call are captured by the NW switch 70 and transmitted to the voice recognition system 10 each time or after a predetermined amount of packets are buffered.

[0056] When the NW switch 70 receives a captured packet (step S201), the extension number identification unit 103 of the voice recognition system 10 identifies the extension number of the telephone 30 making the call from the packet (step S202). This allows the operator ID to be identified from the identified extension number and the corresponding information stored in the storage unit 110, so that the call and the operator are associated with each other.

[0057] Here, since a packet generally includes an extension number, the extension number identification unit 103 can identify the extension number by analyzing the packet. However, for example, if the packet is encrypted or if the protocol of the packet is not a common protocol, the analysis is difficult. In such a case, under the assumption that the IP address of the telephone 30 is fixed, the extension number identification unit 103 can identify the extension number from the IP address of the packet by referring to an extension number table in which the IP address of the telephone 30 and its extension number are stored.

[0058] Next, the voice recognition unit 104 of the voice recognition system 10 performs voice recognition on the voice data contained in the packet, and converts the voice represented by the voice data into voice-recognized text (step S203).

[0059] Next, the voice recognition unit 104 of the voice recognition system 10 refers to the correspondence information stored in the storage unit 110 and identifies the operator ID corresponding to the extension number identified in step S202 above (step S204).

[0060] Next, the voice recognition unit 104 of the voice recognition system 10 transmits the voice recognition text (voice recognition result) obtained in step S203 above to the operator terminal 20 logged on with the operator ID identified in step S204 above (step S205).

[0061] When the UI control unit 203 of the operator terminal 20 receives the voice recognition text representing the voice recognition result, it displays the voice recognition text on the display (step S206). For example, it is assumed that an operator screen G4000 as shown in Fig. 9 is displayed on the display of the operator terminal 20. This operator screen G4000 includes an utterance display field G4001 that displays the voice recognition text representing the utterances of the operator and the customer, and when the voice recognition text is received, the UI control unit 203 displays the voice recognition text in chronological order for each speaker in the utterance display field G4001. This enables the operator to check the contents of each utterance of each speaker during a call in real time as text.

[0062] [Second embodiment] Next, a second embodiment will be described. As described above, the extension number input screen G2000 as shown in Fig. 6 may cause an incorrect input of an extension number or an illegal input of an extension number. In contrast, the extension number input screen G3000 as shown in Fig. 7 can prevent an incorrect input of an extension number or an illegal input of an extension number, but it is possible to input an extension number of the same seat group as the seat selected by the operator, for example, in a case where the extension numbers that the operator can select are determined for each seat group. Therefore, for example, it is possible to input an extension number of another seat in the same seat group as the seat selected by the operator, and illegally view the call of the operator sitting in the other seat.

[0063] Therefore, in this embodiment, in order to prevent the above-mentioned fraud, a case where an alert is notified to a supervisor or the like when fraud is detected will be described. Also, a case where an extension number or the like input by an operator is saved as a log together with a voice recognition text or the like for later auditing or the like will be described. In addition, if an operator ID is not included in a log due to the data format of the log, it becomes unclear which log belongs to which operator. Therefore, a case where such a log is associated with information indicating an operator (hereinafter also referred to as operator information) will be described. Even if an operator ID can be included in a log, if an extension number is not input or an incorrect extension number is input, a log that does not include an operator ID or a log that includes an incorrect operator ID will be created. Therefore, a case where such a log is supplemented and corrected will be described.

[0064] In this embodiment, differences from the first embodiment will be described, and descriptions of components similar to those in the first embodiment will be omitted.

[0065] <Functional configuration of contact center system 1> FIG. 10 shows functional configurations of the voice recognition system 10, the operator terminal 20, the supervisor terminal 40, and the manager terminal 50 included in the contact center system 1 according to this embodiment.

[0066] <Voice Recognition System 10> 10, the speech recognition system 10 according to this embodiment differs from the first embodiment in that it further includes a fraud detection unit 105 and a log storage unit 106. The fraud detection unit 105 and the log storage unit 106 are realized, for example, by a process in which one or more programs installed in the speech recognition system 10 are executed by a processor such as a CPU.

[0067] The fraud detection unit 105 detects if the extension number transmitted from the operator terminal 20 that has been successfully authenticated is fraudulent. Furthermore, if fraud is detected, the fraud detection unit 105 transmits a notification (hereinafter also referred to as a fraud detection notification) to the supervisor terminal 40 indicating that an illegal extension number may have been input.

[0068] The log storage unit 106 creates a log including the extension number and the like identified by the extension number identification unit 103 and the voice recognition text and the like converted by the voice recognition unit 104, and stores the log in the storage unit 110 as a call log. Here, the log includes, for example, time, extension number, voice recognition text, and the like. However, this is an example and is not limited to this. For example, the log may include information such as a call ID, an operator ID, the name of the operator identified by the operator ID, the call start time, the telephone number of the customer terminal 80, and the like. In addition, for example, information such as the operator's arrival time and departure time, the log-on time when the operator logged on to the operator terminal 20, the log-out time when the operator logged out, and the like may be included. Furthermore, for example, when the log storage period is different depending on the log, information such as the storage period may be included in the log. Note that the log may be identified by a log ID, or may be identified by a call ID since a log is created for each call.

[0069] Furthermore, in addition to the functions described in the first embodiment, the voice recognition unit 104 transmits the specified operator ID and the voice recognition text to the supervisor terminal 40 that monitors the operator with the specified operator ID.

[0070] <Supervisor terminal 40> 10, the supervisor terminal 40 according to the present embodiment includes a UI control unit 401. The UI control unit 401 is realized, for example, by a process in which one or more programs installed in the supervisor terminal 40 are executed by a processor such as a CPU.

[0071] When the UI control unit 401 receives a fraud detection notification from the voice recognition system 10, it displays an alert indicating that an illegal extension number may have been entered. In addition, the UI control unit 401 displays the voice recognition text and the like received from the voice recognition system 10 on a predetermined screen (for example, a monitoring screen for monitoring the operator's calls).

[0072] <Administrator terminal 50> 10, the administrator terminal 50 according to this embodiment has a UI control unit 501. The UI control unit 501 is realized, for example, by a process in which one or more programs installed in the administrator terminal 50 are executed by a processor such as a CPU.

[0073] The UI control unit 501 displays a predetermined screen for associating operator information with logs (hereinafter also referred to as an operator information / log association screen), and displays a predetermined screen for complementing and correcting logs (hereinafter also referred to as a log complement / correction screen).

[0074] Furthermore, the UI control unit 501 accepts an input operation of operator information-log association information that indicates the association between operator information and logs on the operator information-log association screen, and transmits the operator information-log association information including the information input by the operation to the voice recognition system 10. Here, the operator information is information that includes at least an operator ID. The operator information may include information such as the name of the operator and the time period when the operator is at work, in addition to the operator ID. On the other hand, the operator information-log association information is information for associating the operator information with the log, and is information that includes at least an operator ID and an extension number, for example. In the input operation of the operator information-log association information, the operator ID, the extension number, etc. can be input, but various other information may also be input.

[0075] Furthermore, the UI control unit 501 accepts an input operation of log completion / correction information on the log completion / correction screen, and transmits the log completion / correction information including the information input by that operation to the voice recognition system 10. Here, the input operation of the log completion / correction information can input an operator ID, etc., but other than this, for example, various other information such as the arrival time, departure time, log-on time, log-out time, etc. of the operator identified by the operator ID may also be input.

[0076] <Speech recognition processing> In the following, it is assumed that an operator is logged on to the operator terminal 20 and is talking to a customer terminal 80 using a telephone 30 installed at the same seat as the operator terminal 20. At this time, a process of performing voice recognition of the call and displaying the result on the display of the operator terminal 20 will be described with reference to Fig. 11. Here, while a call is being made between the telephone 30 and the customer terminal 80, packets (voice packets) of the call are captured by the NW switch 70 and transmitted to the voice recognition system 10 each time or after a predetermined amount of packets are buffered.

[0077] Steps S301 to S304 in FIG. 11 are similar to steps S201 to S204 in FIG. 8, respectively, and therefore will not be described.

[0078] Following step S304, the fraud detection unit 105 of the voice recognition system 10 detects if the extension number transmitted from the operator terminal 20 that has been successfully authenticated is fraudulent (step S305). That is, the fraud detection unit 105 uses the operator ID identified in step S304 to determine whether the extension number associated with this operator ID is fraudulent or not, and if it is determined to be fraudulent, it determines that fraud has been detected.

[0079] Here, the fraud detection unit 105 may detect whether the extension number is fraudulent by, for example, the following method 1 or 2.

[0080] Method 1: Generally, contact center operators often perform telephone answering tasks according to a manual called a talk script. The talk script defines the speech content of the operator for each scene of telephone answering, and in the "opening" scene at the start of telephone answering, an introduction such as "Thank you for calling. I am XXX (the operator's last name) from XXX call center" is generally defined. In method 1, the voice recognition text expressing the "introduction" in the "opening" scene of the call is compared (matched) with the last name of the operator identified by the operator ID, and if the last name of the operator is included in the voice recognition text, it is determined that the extension number associated with the operator ID is not fraudulent, and if it is not included, it is determined that the extension number associated with the operator ID is fraudulent. The above comparison (matching) can be realized, for example, by pattern matching of character strings.

[0081] Method 2: Using a known technology called voiceprint authentication, the voice of the call is compared with the voice of the operator identified by the operator ID. If the degree of match is equal to or greater than a predetermined threshold, it is determined that the extension number associated with the operator ID is not fraudulent, and if the degree of match is less than the predetermined threshold, it is determined that the extension number associated with the operator ID is fraudulent. Note that voice data representing the voice of the operator identified by the operator ID and data representing the features of the operator's voice must be registered in advance. By using voiceprint authentication, it is possible to detect the entry of a fraudulent or incorrect extension number even if the operator is working in a remote location (for example, the operator's home, a remote base, a shared office, etc.).

[0082] If fraud is detected in step S305, the fraud detection unit 105 of the voice recognition system 10 transmits a fraud detection notification to the supervisor terminal 40 that monitors the operator of the operator ID (step S306). Note that this fraud detection notification includes, for example, the operator ID and the extension number associated with this operator ID by the association information.

[0083] When the UI control unit 401 of the supervisor terminal 40 receives the fraud detection notification, it displays an alert on the display indicating that an illegal extension number may have been entered (step S307). At this time, the UI control unit 401 also displays the operator ID and the extension number included in the fraud detection notification together with the alert. In addition, the name of the operator identified by the operator ID may be displayed together with the operator ID. Furthermore, information about the call represented by the extension number (e.g., call start time, call end time, log, etc.) may be displayed, or information other than the call (e.g., work start time, work finish time, log-on time, log-out time, etc.) may be displayed. The alert may be displayed in a display mode such as a pop-up window, or in any other display mode. Furthermore, the alert may be displayed together with a sound, or may be output as a voice by a technology such as voice synthesis.

[0084] This allows the supervisor to easily know if an incorrect extension number has been entered.

[0085] Steps S308 to S309 in FIG. 11 are similar to steps S205 to S206 in FIG. 8, respectively, and therefore will not be described.

[0086] Next, the voice recognition unit 104 of the voice recognition system 10 transmits the operator ID and the voice recognition text (voice recognition result) obtained in step S303 to the supervisor terminal 40 that monitors the operator with the operator ID identified in step S304 (step S310).

[0087] When the UI control unit 401 of the supervisor terminal 40 receives the operator ID and the voice recognition text, it displays the name of the operator identified by the operator ID and the voice recognition text on the monitoring screen (step S311). This allows the supervisor to check the operator's name and the contents of the call in real time, making it possible to confirm whether the operator is really making the call. This makes it possible to prevent the operator from inputting an illegal extension number, and it is expected that it will be possible to discover the input of an illegal extension number even if an alert is not displayed.

[0088] Meanwhile, the log storage unit 106 of the voice recognition system 10 creates a log including at least the extension number identified in step S302 and the voice recognition text of the call (i.e., the voice recognition text created in step S303), and stores this log in the storage unit 110 (step S312). At this time, if the operator ID is identified in step S304 and the data format allows the operator ID to be included in the log, the log storage unit 106 creates a log including the operator ID. This makes it possible to use the log for, for example, an audit to confirm that an unauthorized extension number has not been entered at a later date.

[0089] <Operator information / log matching process> In the following, it is assumed that the log does not include the operator ID (that is, the log does not include the operator ID due to the data format of the log). In this case, it becomes unclear which log belongs to which operator. Therefore, the following describes the process of associating operator information with logs with each other, with reference to FIG. 12.

[0090] The UI control unit 501 of the administrator terminal 50 accepts an input operation of operator information / log correspondence information by the administrator (step S401). Here, the administrator can perform an input operation of operator information / log correspondence information by, for example, specifying an operator ID included in the operator information and an extension number included in the log on the operator information / log correspondence screen. At this time, the administrator may be able to specify an appropriate operator ID and extension number by referring to the attendance time zone included in the operator information, the attendance time and the departure time included in the log, etc. This makes it possible to, for example, match the attendance time zone of the operator with the actual attendance time and departure time, prevent a situation in which the same operator is duplicatedly associated with logs of different extension numbers in the same time zone, and prevent a situation in which a log is associated with the operator even when the operator is absent, thereby realizing a more accurate association. Also, even if an incorrect extension number is input by the operator, it is possible to match the attendance time zone of the operator with the actual attendance time and departure time, and correctly associate the operator information with the log.

[0091] The UI control unit 501 of the administrator terminal 50 transmits the operator information-log association information input by the input operation in the above step S501 to the voice recognition system 10 (step S402).

[0092] When the log saving unit 106 of the voice recognition system 10 receives the operator information / log matching information, it saves the operator information / log matching information in the storage unit 110 (step S403). As a result, the operator information / log matching information that associates the operator information with the log is saved in the storage unit 110, and which log belongs to which operator is associated with each other.

[0093] Here, an example of the input operation of the operator information / log association information by the administrator has been described, but the present invention is not limited to this. For example, when the operator logs on (succeeds in authentication) from the operator terminal 20, the operator ID is associated with the extension number, and the log-on and log-off times are recorded. Meanwhile, it is assumed that at least the extension number, the call start time, and the call end time (or each speech time) are recorded in the log. In this case, the log and the operator information can be automatically associated by matching the call start time and the call end time (or each speech time) with the time from log-on to log-off. Therefore, the operator information / log association information can be created and saved from the matching result. In this way, the operator information / log association information can be created without recording the operator information in the log. Furthermore, if operator terminal information such as the identification information and IP address of the operator terminal 20 is held, the association may be performed using this information.

[0094] <Log completion and correction processing> In the following, it is assumed that the log may include an operator ID (that is, the data format of the log allows the operator ID to be included in the log).

[0095] For example, if the operator does not log on to the operator terminal 20 (i.e., if the extension number is not entered), the operator ID will not be included in the log created in step S312 in Fig. 11. Also, for example, if an incorrect extension number is entered, the log created in step S312 in Fig. 11 will contain an incorrect operator ID. Therefore, hereinafter, a process for supplementing the operator ID in the log or correcting the operator ID included in the log will be described with reference to Fig. 13.

[0096] The UI control unit 501 of the administrator terminal 50 accepts an input operation of log complement / correction information by the administrator (step S501). Here, the administrator can perform an input operation of log complement / correction information by, for example, specifying the log to be complemented / corrected on the log complement / correction screen by a log ID (or a call ID may be used), and then inputting the information to be complemented / corrected (for example, an operator ID, etc.). Note that, as described above, the information to be complemented / corrected is not limited to the operator ID, and may be, for example, the operator's arrival time, departure time, log-on time, log-out time, log storage period, etc.

[0097] The UI control unit 501 of the administrator terminal 50 transmits the log completion / correction information input by the input operation in the above step S501 to the voice recognition system 10 (step S502).

[0098] When the log storage unit 106 of the speech recognition system 10 receives the log complement / correction information, it complements / corrects the log stored in the storage unit 110 with the log complement / correction information (step S503).

[0099] For example, if the log ID "001" and the operator ID "user1" are included in the log complement / correction information, and the log with the log ID "001" stored in the storage unit 110 does not contain an operator ID, the log storage unit 106 sets the operator ID of that log to "user1." As a result, when an operator ID is not included in the log, the operator ID "user1" is complemented.

[0100] Also, for example, if the log ID "002" and the operator ID "user2" are included in the log complement / correction information, and the log with log ID "002" stored in the storage unit 110 contains the operator ID "user3", the log storage unit 106 corrects the operator ID of that log from "user3" to "user2". As a result, if the log contains an incorrect operator ID "user3", the operator ID is corrected to "user2". However, for the purpose of a future audit or the like, the information before correction (for example, the operator ID before correction) may be left in the log.

[0101] In addition, for example, when the log supplement / correction information includes a log ID "001", a work start time "9:00", and a work finish time "17:00", the log storage unit 106 may set the work start time to "9:00" and the work finish time to "17:00" for the log with the log ID "001" stored in the memory unit 110. In this way, after a log is created, the work start time and work finish time (which may be the log-on time or log-out time, etc.) of the operator identified by the operator ID included in the log can also be set. This makes it possible to make the log more useful for audits, for example.

[0102] [summary] As described above, the contact center system 1 according to the first and second embodiments can link a call to the operator handling the call by using information (operator ID, extension number of the telephone 30) inputted at the operator terminal 20 installed at the same seat as the telephone 30. This makes it possible for the contact center system 1 according to the first and second embodiments to display the voice recognition text on the operator terminal 20 without CTI linkage. In addition to this, by linking a call to the operator handling the call, it becomes possible to realize various functions (e.g., evaluation of call quality for each operator) that become possible when CTI linkage is performed.

[0103] As a result, even in cases where there are various reasons why CTI cannot be introduced (for example, when the existing PBX does not have a CTI integration function or when CTI integration is difficult due to insufficient capacity, but the cost of replacing the PBX is unacceptable), it is still possible to realize various functions, such as providing support to operators and evaluating the quality of calls.

[0104] In addition, the contact center system 1 according to the second embodiment can detect input errors or unauthorized input of extension numbers that may occur in the first embodiment, and can also store logs for auditing such errors or unauthorized input. Therefore, compared to the contact center system 1 according to the first embodiment, operation with higher security can be achieved.

[0105] The present invention is not limited to the above-described embodiments specifically disclosed, and various modifications, changes, combinations with known technologies, etc. are possible without departing from the scope of the claims. [Explanation of symbols]

[0106] 1. Contact Center System 10 Voice Recognition System 20 Operator terminal 30 telephone 40 Supervisor Terminal 50 Administrator terminal 60 PBX 70 Network Switch 80 Customer terminals 90 Communication Network 101 Authentication Department 102 Extension number storage unit 103 Extension Number Identification Unit 104 Voice Recognition Unit 105 Fraud Detection Unit 106 Log Storage Unit 110 Storage section 201 Logon Request Part 202 Extension number sending section 203 UI control section 401 UI control section 501 UI control section E Contact Center Environment

Claims

1. a storage unit that stores in a storage unit correspondence information that associates user identification information used in authenticating a first terminal with first identification information transmitted from the first terminal; a first identification unit that identifies second identification information from packet data in a communication process; a voice recognition unit that converts voice represented by voice data included in the packet data into text by voice recognition; a second identification unit that identifies user identification information associated with first identification information that matches the second identification information, using the correspondence information stored in the storage unit; a fraud detection unit that uses the second identification information to determine whether the first identification information included in the correspondence information is fraudulent; a presentation unit that transmits, when the fraud detection unit determines that the first identification information is fraudulent, to a second terminal of a monitor who monitors a user identified by the user identification information, presentation information for making a presentation to the monitor requesting confirmation regarding the association between the user identification information in the correspondence information and the first identification information; a transmitting unit that transmits the text to a first terminal that is logged on with the user identification information identified by the second identifying unit; having The fraud detection unit is an information processing device which, when the surname of the user identified by the user identification information is included in text representing the speech recognition result of an opening scene, which is a scene representing the start of communication realized by the communication processing, determines that the first identification information is not fraudulent, and when the surname of the user identified by the user identification information is not included in the text, determines that the first identification information is fraudulent.

2. a storage unit that stores in a storage unit correspondence information that associates user identification information used in authenticating a first terminal with first identification information transmitted from the first terminal; a first identification unit that identifies second identification information from packet data in a communication process; a voice recognition unit that converts voice represented by voice data included in the packet data into text by voice recognition; a second identification unit that identifies user identification information associated with first identification information that matches the second identification information, using the correspondence information stored in the storage unit; a transmitting unit that transmits the text to a first terminal that is logged on with the user identification information identified by the second identifying unit; a log storage unit that creates log information including at least the second identification information and the text, and stores the log information in the storage unit; having The log storage unit includes: An information processing device that adds the specified target information to the log information, or modifies the target information included in the log information to the specified target information, in response to designation of the log information and target information including at least one of the user identification information and time information on a specified screen displayed on a third terminal.

3. a storage step of storing, in a storage unit, correspondence information that associates user identification information used in authenticating a first terminal with first identification information transmitted from the first terminal; a first identification step of identifying second identification information from packet data in a communication process; a voice recognition step of converting voice represented by voice data included in the packet data into text by voice recognition; a second identification step of identifying user identification information associated with first identification information that matches the second identification information, using correspondence information stored in the storage unit; a fraud detection step of determining whether the first identification information included in the correspondence information is fraudulent by using the second identification information; a presentation step of transmitting, when the first identification information is determined to be fraudulent by the fraud detection step, presentation information to a second terminal of a monitor who monitors a user identified by the user identification information, for making a presentation to the monitor requesting confirmation regarding the association between the user identification information and the first identification information in the correspondence information; a transmission step of transmitting the text to a first terminal logged on with the user identification information identified by the second identification step; The computer executes The fraud detection step includes: The information processing method includes, when the surname of the user identified by the user identification information is included in text representing the speech recognition result of an opening scene, which is a scene that represents the start of communication realized by the communication processing, determining that the first identification information is not fraudulent, and when the surname of the user identified by the user identification information is not included in the text, determining that the first identification information is fraudulent.

4. a storage step of storing, in a storage unit, correspondence information that associates user identification information used in authenticating a first terminal with first identification information transmitted from the first terminal; a first identification step of identifying second identification information from packet data in a communication process; a voice recognition step of converting voice represented by voice data included in the packet data into text by voice recognition; a second identification step of identifying user identification information associated with first identification information that matches the second identification information, using correspondence information stored in the storage unit; a transmission step of transmitting the text to a first terminal logged on with the user identification information identified by the second identification step; a log storage step of creating log information including at least the second identification information and the text, and storing the log information in the storage unit; The computer executes The log storage step includes: An information processing method, in accordance with the specification of the log information and target information including at least one of the user identification information and time information on a specified screen displayed on a third terminal, adding the specified target information to the log information, or correcting the target information included in the log information to the specified target information.

5. A program for causing a computer to function as the information processing device according to claim 1 or 2.

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