Communication support device, communication support method, and program

Abstract

To provide a communication support device, a communication support method, and a program capable of improving the reliability and speed of responses to emergency calls.SOLUTION: A call support device according to an embodiment of the present disclosure includes recognition means for recognizing the content of a conversation in an emergency call from voice data of an emergency call, individual display means for displaying display information indicating unobtained usage information determined to have not been obtained through the conversation from among the usage information used in responding to the emergency call on a responder screen of a person responding to the emergency call, and shared display means for displaying acquired usage information determined to have been obtained through the conversation from among the usage information on a shared screen shared with staff other than the responder.SELECTED DRAWING: Figure 1

Description

[Technical field]

[0001] The present disclosure relates to a communication assistance device, a communication assistance method, and a program. [Background technology]

[0002] Patent Document 1 describes an emergency call response device that supports the work of emergency callers. The emergency call response device described in Patent Document 1 extracts voice data from the received data of an emergency call from a caller, and outputs questions to the caller according to the contents of the caller's speech by voice recognition of the extracted voice data. The emergency call response device determines the urgency indicating the degree of need for emergency dispatch based on the contents of the answers to the questions, and outputs instructions according to the determined urgency. The emergency call response device uses the received data of the emergency call to detect the presence or absence of an abnormality in the caller or in the vicinity. If the emergency call response device detects an abnormality before the urgency is determined, it notifies the caller of the occurrence of the abnormality. Patent Document 1 describes transferring an emergency call to a transfer destination according to the contents of the dialogue and the determined urgency, and displaying information acquired based on the contents of the dialogue on a display device. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Patent Publication No. 2022-112560 Summary of the Invention [Problem to be solved by the invention]

[0004] The technology of Patent Document 1 can reduce the burden of initially responding to emergency calls. However, the emergency call response device of Patent Document 1 transfers the emergency call to the forwarding destination after the emergency call response device responds. In this way, the technology of Patent Document 1 does not necessarily speed up the response to emergency calls.

[0005] An object of the present disclosure is to provide a call support device, a call support method, and a program that can improve the reliability and speed of response to an emergency call. [Means for solving the problem]

[0006] A call support device according to one embodiment of the present disclosure includes a recognition means for recognizing the content of the conversation in an emergency call from the voice data of the emergency call, an individual display means for displaying display information indicating unobtained usage information determined to have not been obtained through the conversation from among the usage information used in responding to the emergency call on an attendant screen of a person attending the emergency call, and a shared display means for displaying acquired usage information determined to have been obtained through the conversation from among the usage information on a shared screen shared with staff other than the attendant.

[0007] A call assistance method according to one aspect of the present disclosure recognizes the content of the conversation in an emergency call from the voice data of the emergency call, displays display information indicating unobtained usage information used in responding to the emergency call that has been determined not to have been obtained through the conversation on a responder screen of a person responding to the emergency call, and displays acquired usage information determined to have been obtained through the conversation from the usage information on a shared screen shared with staff other than the person responding.

[0008] A program according to one embodiment of the present disclosure causes a computer to execute a recognition process that recognizes the content of the conversation in the emergency call from the voice data of the emergency call, an individual display process that displays display information indicating unobtained usage information, among the usage information used in responding to the emergency call, that has been determined not to have been obtained through the conversation, on an attendant screen of the person responding to the emergency call, and a shared display process that displays acquired usage information, among the usage information, that has been determined to have been obtained through the conversation, on a shared screen shared with staff other than the attendant. Effect of the Invention

[0009] The present disclosure has the effect of improving the reliability and speed of response to emergency calls. [Brief description of the drawings]

[0010] [Figure 1] FIG. 1 is a block diagram illustrating an example of a configuration of a communication support device according to an embodiment of the present disclosure. [Diagram 2] FIG. 2 is a flowchart illustrating an example of an operation of the communication support device according to an embodiment of the present disclosure. [Diagram 3] FIG. 3 is a block diagram illustrating an example of a configuration of a communication support device according to an embodiment of the present disclosure. [Figure 4] FIG. 4 is a flowchart illustrating an example of an operation of the communication support device according to the embodiment of the present disclosure. [Diagram 5] FIG. 5 is a diagram illustrating an example of a hardware configuration of a computer capable of realizing a communication support device according to an embodiment of the present disclosure. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0011] Hereinafter, embodiments of the present disclosure will be described.

[0012] <First embodiment> First, a first embodiment of the present disclosure will be described in detail with reference to the drawings.

[0013] <Configuration> FIG. 1 is a block diagram illustrating an example of a configuration of a communication support device according to an embodiment of the present disclosure.

[0014] The configuration of a communication support device according to a first embodiment of the present disclosure will be described in detail with reference to FIG.

[0015] In the example shown in FIG. 1, the communication support device 10 includes a recognition unit 120, an individual display unit 140, and a shared display unit 150.

[0016] The recognition unit 120 recognizes the contents of the conversation in the emergency call from the voice data of the emergency call.

[0017] The individual display unit 140 displays display information indicating unobtained usage information, among the usage information used in responding to the emergency call, that has been determined to have not been obtained through the conversation, on the responder screen of the responder responding to the emergency call.

[0018] The usage information is, for example, information that is defined as information used for responding to an emergency call. The usage information may change depending on the content of the emergency call (for example, the content of the recognized conversation). The display information indicating the unacquired usage information may be, for example, information indicating the type of the usage information that has not been acquired. The display information may be represented by, for example, a character string that is a set of one or more characters, a table, a diagram, or the like.

[0019] The shared display unit 150 displays, among the usage information, the acquired usage information that is determined to have been obtained through the conversation on a shared screen shared with staff members other than the person handling the call.

[0020] The shared display unit 150 displays the contents of the acquired usage information, which is information that has been obtained from the usage information. The shared display unit 150 may display the contents of the acquired usage information for each type of usage information. The shared display unit 150 may display a combination of information representing the type of usage information and information representing the contents of the usage information.

[0021] <Operation> FIG. 2 is a flowchart illustrating an example of an operation of the communication support device according to an embodiment of the present disclosure.

[0022] The operation of the communication support device according to the first embodiment of the present disclosure will be described in detail with reference to FIG.

[0023] 2, the recognition unit 120 recognizes the contents of the conversation in the emergency call from the voice data of the emergency call (step S11). The individual display unit 140 displays display information representing unacquired use information determined not to have been acquired through conversation among the use information on the responder screen (step S12). The shared display unit 150 displays acquired use information determined to have been acquired through conversation among the use information on the shared screen (step S13).

[0024] <Effects> This has the effect of improving the reliability and speed of response to emergency calls.

[0025] This is because the individual display unit 140 displays, on the responder screen of the responder responding to the emergency call, display information indicating unobtained use information determined not to have been obtained through conversation among the use information used in responding to the emergency call, and the shared display unit 150 displays the contents of the obtained use information, which is the information that has been obtained among the use information.

[0026] Display information indicating unobtained use information determined not to have been obtained by conversation among use information used in responding to an emergency call is displayed on the responder's screen, so that the responder can ask questions to find out unobtained use information from the caller of the emergency call. This allows the call support device 10 of the present embodiment to improve the reliability of responding to an emergency call. In addition, for example, in a command room that responds to emergency calls from fire departments and ambulances, a staff member other than the responder who responds to the emergency call may arrange for an emergency vehicle or the like to respond to the emergency call. In such a case, the staff member who arranges for an emergency vehicle or the like to respond to the emergency call can prepare for the arrangement of the emergency vehicle or the like while viewing the contents of the acquired use information displayed on the shared screen while the responder is responding to the emergency call. Therefore, the call support device 10 of the present embodiment improves the reliability of responding to an emergency call compared to a case in which the responder prepares for the arrangement of an emergency vehicle or the like while listening to the conversation of the emergency call.

[0027] Also, for example, when a response device responding to an emergency call forwards the emergency call to a person in charge of arranging an emergency vehicle or the like after the response device responds to the emergency call, the arrangement of the emergency vehicle to respond to the emergency call is made after the emergency call is finished. When a person responding to an emergency call arranges an emergency vehicle to respond to the emergency call, the person responding to the emergency call arranges the emergency vehicle, for example, after responding to the emergency call. According to this embodiment, while a person responding to an emergency call responds to the emergency call, a staff member other than the person responding can proceed with preparations for arranging the emergency vehicle while viewing the acquired usage information displayed on the shared screen. Therefore, in this embodiment, the time required to arrange the emergency vehicle or the like can be shortened compared to the case where an emergency vehicle is arranged after the response to the emergency call is finished. In other words, the call support device 10 of this embodiment can improve the promptness of response to an emergency call.

[0028] <Second embodiment> Next, a second embodiment of the present disclosure will be described in detail with reference to the drawings.

[0029] <Configuration> FIG. 3 is a diagram illustrating a configuration of a communication support device according to an embodiment of the present disclosure.

[0030] The configuration of the communication support device according to this embodiment will be described with reference to FIG.

[0031] 3, the communication support device 100 includes a receiving unit 110, a recognizing unit 120, a determining unit 130, an individual display unit 140, and a shared display unit 150. The communication support device 100 is communicatively connected to an individual display device 200 and a shared display device 300. The individual display device 200 and the shared display device 300 are displays that display a screen output from the communication support device 100 under the control of the communication support device 100, for example.

[0032] <Receiving section 110> The receiving unit 110 receives voice data of a conversation between a caller of an emergency call and a person who answers the emergency call. For example, the receiving unit 110 receives the voice data of the conversation while the caller of an emergency call and the person who answers the emergency call are having a conversation.

[0033] <Recognition unit 120> The recognition unit 120 recognizes the contents of the conversation in the emergency call from the voice data of the emergency call. Specifically, the recognition unit 120 converts the conversation between the emergency call caller and the emergency call responder into text from the voice data of the conversation between the emergency call caller and the emergency call responder using one of the existing voice recognition technologies. The recognition unit 120 recognizes the conversation between the emergency call caller and the emergency call responder from the text information in which the conversation between the emergency call caller and the emergency call responder is converted into text, for example, using one of the existing language understanding technologies.

[0034] <Judgment unit 130> From the contents of the conversation, the determination unit 130 determines, among the usage information used in responding to the emergency call, unobtained usage information determined to have not been obtained through the conversation and acquired usage information determined to have been obtained through the conversation.

[0035] The usage information is, for example, information that is defined as information to be used for responding to an emergency call. The usage information may change depending on the content of the emergency call (for example, the content of the recognized conversation).

[0036] In the following description, the usage information is represented by a combination of the type of usage information and the content of that type of usage information. The type of usage information is, for example, whether or not there is an injured person, and whether or not there is a fire. The type of usage information is not limited to these examples. When the type of usage information is whether or not there is an injured person, the content of the usage information is, for example, information indicating the presence of an injured person, or information indicating that there is no injured person. When the type of usage information is whether or not there is a fire, the content of the usage information is, for example, information indicating that a fire has occurred, or information indicating that a fire has not occurred. The content of the usage information is not limited to these examples. Usage information whose content has not been extracted from the conversation of the emergency call is unacquired usage information. Usage information whose content has been extracted from the conversation of the emergency call is acquired usage information.

[0037] The determination unit 130 extracts the contents of the usage information from the contents of the conversation of the emergency call. When the contents of the usage information are extracted, the determination unit 130 updates the contents of the usage information with the extracted contents. For example, when the contents of the usage information that are unacquired usage information are extracted from the conversation of the emergency call, the determination unit 130 sets the contents of the usage information as the extracted contents. As a result, the unacquired usage information becomes acquired usage information. For example, when the contents of the usage information that are acquired usage information are extracted from the conversation of the emergency call, the determination unit 130 updates the contents of the usage information with the extracted contents.

[0038] The type of usage information may be determined in advance.

[0039] The type of usage information may include a type of usage information that is updated by information determined from the conversation of the emergency call in addition to the predetermined type of usage information. In other words, the determination unit 130 may update the type of usage information by using the information determined from the conversation of the emergency call.

[0040] In this case, the types of usage information that are predetermined are, for example, the event that occurred, the name of the reporter, the telephone number of the reporter, the location where the event occurred, whether there is an injured person, whether there is a fire, etc. The injured person includes a person who may be injured (for example, a person who has collapsed). The location where the event occurred may be the location where the reporter made the report. The types of usage information are not limited to these examples. The types of usage information may not include at least a part of these examples. When the content of a certain type of usage information is extracted from the content of the conversation of the emergency call, the determination unit 130 updates the content of the usage information of that type with the extracted content. For example, when the name of the reporter (hereinafter, referred to as reporter name information) is extracted from the content of the emergency call, the determination unit 130 updates the content of the reporter name so that the content of the reporter name becomes the name indicated by the extracted reporter name information. When information indicating the location where the event occurred (hereinafter, referred to as location information) is extracted from the content of the emergency call, the determination unit 130 updates the content of the location where the event occurred so that the content of the location where the event occurred becomes the location indicated by the extracted location information.

[0041] Also, for example, when it is determined from the conversation that there is an injured or sick person, the determination unit 130 sets the content of the usage information, the type of which is the presence or absence of an injured or sick person, to information indicating the presence of an injured or sick person. The determination unit 130 may further set the number of injured or sick people and their conditions as new types of usage information. Note that, when it is determined from the conversation that there is no injured or sick person, the determination unit 130 sets the content of the usage information, the type of which is the presence or absence of an injured or sick person, to information indicating that there is no injured or sick person. In this case, the determination unit 130 does not need to set the number of injured or sick people and their conditions as new types of usage information.

[0042] For example, when it is determined from the conversation that a fire has broken out, the determination unit 130 sets the content of the usage information whose type is the presence or absence of a fire to information indicating that a fire has broken out. The determination unit 130 may further set the state of the fire as a new type of usage information. In this case, the determination unit 130 may extract information indicating the target on which the fire has broken out and information indicating the extent of the fire from the emergency call conversation as the content of the usage information whose type is fire information. For example, when it is determined from the conversation that a fire has not broken out, the determination unit 130 sets the content of the usage information whose type is the presence or absence of a fire to information indicating that a fire has not broken out. In this case, the determination unit 130 may not set the state of the fire as a new type of usage information. When one type of information is obtained, the determination unit 130 may set multiple types of usage information as new types of usage information. For example, when it is determined from the conversation that a fire has broken out, the determination unit 130 may set multiple types of usage information (for example, the target on which the fire has broken out and the scale of the fire) as new types of usage information.

[0043] The content of the usage information may be information extracted from a conversation (e.g., text data).The content of the usage information may be a value indicated by the information extracted from a conversation among a plurality of predetermined values.

[0044] For example, the content of the usage information whose type is the presence or absence of an injured person may be a value selected from a value indicating the presence of an injured person and a value indicating the absence or presence of an injured person. The content of the usage information whose type is the presence or absence of an injured person may be a value representing the number of injured people. The content of the usage information whose type is the presence or absence of a fire may be a value selected from a value indicating that a fire has occurred and a value indicating that a fire has not occurred.

[0045] For example, the content of the usage information whose type is fire target (i.e., target where fire has broken out) may be a combination of values ​​representing a detached house, an apartment building, a chemical plant, a light vehicle, a private car, a large vehicle, a hazardous materials transport vehicle, a ship, an object other than a structure, grassland, forest, etc. The content of the usage information whose type is fire target may be a character string extracted from a conversation, representing a fire target.

[0046] For example, the content of the usage information whose type is the severity of the fire may be any of the values ​​representing a small fire of a single target (i.e., a small fire), a fire of a single target (medium or larger), a fire of multiple targets, a large fire, etc. The content of the usage information whose type is the severity of the fire may be a character string extracted from a conversation that represents the severity of the fire.

[0047] The determination unit 130 may extract the contents of information of a type that is determined as an acquisition target other than usage information (referred to as acquisition target information) from the emergency call conversation. The acquisition target information may include information that can become usage information, that is, information that is not usage information but can become usage information depending on the contents of the acquired usage information.

[0048] Every time an emergency call conversation is recognized, the determination unit 130 determines, from the newly recognized conversation, among the usage information used in responding to the emergency call, unacquired usage information determined to have not been obtained by the conversation and acquired usage information determined to have been obtained by the conversation. Every time an emergency call conversation is recognized, the determination unit 130 may extract the contents of the acquisition target information from the newly recognized conversation.

[0049] <Individual display section 140> The individual display unit 140 displays display information indicating unobtained usage information, among usage information used in responding to an emergency call, that has been determined not to have been obtained through conversation, on the responder screen of the responder responding to the emergency call.

[0050] As described above, the usage information is, for example, information that is defined as information used for responding to an emergency call. The display information indicating the unacquired usage information is, for example, information that indicates the type of the usage information that has not been acquired (i.e., the content of the usage information has not been extracted from a conversation). The display information may be, for example, represented by a character string that is a set of one or more characters, a table, a figure, or the like.

[0051] The individual display unit 140 may display a list of types of unobtained usage information as display information. The order of the types of unobtained usage information in this list may be a predetermined order. The order of the types of unobtained usage information in this list may be an order determined in advance according to a rule. The individual display unit 140 may display a list of types of usage information in which the types of unobtained usage information and the types of acquired usage information are displayed in different manners as display information. The order of the types of usage information in this list may be a predetermined order. The order of the types of usage information in this list may be an order determined in advance according to a rule. This manner is, for example, at least one of the font type of the character string, the font size, the font thickness, whether the font is italic or not, the presence or absence of decoration such as an underline added to the font, the color of the character string, the color of the background, and the brightness of the character string (in other words, the darkness), etc. The manner may be, for example, the presence or absence of a mark added to the front, the back, or at least a part of the character string. The manner may be the type of mark. The mark may be at least one of another character string, a symbol, and a figure.

[0052] The individual display section 140 may display a list of types of unacquired usage information in order according to the order of acquisition priority determined for each type of usage information.

[0053] The individual display unit 140 may display a list of usage information (e.g., a list of types of unacquired usage information and types and contents of acquired usage information) in order according to the acquisition priority order defined for each type of usage information.

[0054] The individual display unit 140 may display a list of the usage information in a predetermined order for the types of usage information in the form of a checklist. The checklist format is, for example, a list in which a symbol indicating that a check has been added to the beginning of a character string representing a type of acquired usage information, and a symbol indicating that a check has not been added to the beginning of a character string representing a type of unacquired usage information.

[0055] These lists may not include the type of unobtained usage information if there is no unobtained usage information. These lists may not include the type and content of acquired usage information if there is no acquired usage information.

[0056] The individual display unit 140 may display a table of types of unacquired usage information as the display information. For example, the individual display unit 140 may display a table of usage information in which the types of unacquired usage information and the types of acquired usage information are displayed in different forms as the display information. This table of usage information is, for example, a table including the types of unacquired usage information and the types and contents of acquired usage information. If there is no unacquired usage information, the table of usage information may not include the types of unacquired usage information. If there is no acquired usage information, the table of usage information may not include the types and contents of acquired usage information. The table of usage information may be a table of a predetermined format. The table may be a table of a format determined according to a predetermined rule.

[0057] The individual display unit 140 may display a question for obtaining the unobtained usage information as the display information. For example, the individual display unit 140 displays a question for obtaining the contents of the unobtained usage information for each type of unobtained usage information. The individual display unit 140 may display a question for obtaining the contents of the unobtained usage information for each type of unobtained usage information in order according to the order of acquisition priority determined for the type of usage information.

[0058] The individual display section 140 may further display, as the display information, the type and content of the acquisition target information whose content has been acquired, out of the acquisition target information.

[0059] The individual display unit 140 may update the display information displayed on the individual display device 200 every time the unacquired usage information (e.g., the type of unacquired usage information) is updated. The individual display unit 140 may update the display information displayed on the individual display device 200 every time the usage information (e.g., at least one of the type and content of the usage information) is updated. When the individual display unit 140 is configured to display the acquisition target information as display information, it may further update the display information displayed on the individual display device 200 every time the acquisition target information (i.e., at least one of the type and content of the acquisition target information) is updated.

[0060] <Shared display area 150> The shared display unit 150 displays, among the usage information, the acquired usage information that is determined to have been obtained through conversation, on a shared screen that is shared with staff members other than the person handling the call.

[0061] The shared display unit 150 displays the contents of the acquired usage information, which is information that has been obtained from the usage information. The shared display unit 150 may display the contents of the acquired usage information for each type of usage information. The shared display unit 150 may display a combination of information representing the type of usage information and information representing the contents of the usage information.

[0062] The shared display unit 150 may display a list of the types and contents of the acquired usage information. The shared display unit 150 may display a list of the types and contents of the acquired usage information in an order determined for the types of usage information. The shared display unit 150 may display a list of usage information (for example, a list of the types of unacquired usage information and the types and contents of acquired usage information) in an order determined for the types of usage information. The shared display unit 150 may display a list of types of usage information in which the types of unacquired usage information and the types of acquired usage information are displayed in different modes. The order of the types of usage information in this list may be a predetermined order. The order of the types of usage information in the list may be an order determined according to a predetermined rule. The shared display unit 150 may display a list of usage information in the above-mentioned checklist format in the order determined for the types of usage information. If there is no unacquired usage information, these lists may not include the types of unacquired usage information. If there is no acquired usage information, these lists may not include the types and contents of acquired usage information.

[0063] The shared display unit 150 may display a table of types of unacquired usage information. The shared display unit 150 may display a table of usage information in which the types of unacquired usage information and the types of acquired usage information are displayed in different ways. This table of usage information is, for example, a table including the types of unacquired usage information and the types and contents of acquired usage information. If there is no unacquired usage information, the table of usage information may not include the types of unacquired usage information. If there is no acquired usage information, the table of usage information may not include the types and contents of acquired usage information.

[0064] The shared display section 150 may further display the type and content of the acquisition target information whose content has been acquired, among the above-mentioned acquisition target information.

[0065] The shared display unit 150 may update the display on the shared display device 300 every time the acquired usage information (e.g., at least one of the type and content of the acquired usage information) is updated. The shared display unit 150 may update the display on the shared display device 300 every time the usage information (e.g., at least one of the type and content of the usage information) is updated. When the shared display unit 150 is configured to display the acquisition target information as display information, it may further update the display on the shared display device 300 every time the acquisition target information (i.e., at least one of the type and content of the acquisition target information) is updated.

[0066] The shared display section 150 may further display information (e.g., text) representing the content of the conversation in the emergency call. In this case, the shared display section 150 may update the information representing the content of the conversation in the emergency call displayed on the shared display device 300 every time a new conversation in the emergency call is recognized.

[0067] <Operation> FIG. 4 is a flowchart illustrating an example of an operation of the communication support device according to the embodiment of the present disclosure.

[0068] The operation of the communication support device 100 according to the second embodiment of the present disclosure will be described in detail with reference to FIG.

[0069] In the example shown in FIG. 4, the receiving unit 110 receives voice data of an emergency call (step S101). Next, the recognition unit 120 recognizes the content of the conversation in the emergency call from the voice data of the emergency call (step S102). Then, the determination unit 130 determines, from among the usage information used in responding to the emergency call, unacquired usage information that has not been obtained through the conversation and acquired usage information that has been obtained through the conversation (step S103). The individual display unit 140 displays display information representing the unacquired usage information on the responder screen (step S104). The responder screen is a screen displayed on the individual display device 200. The shared display unit 150 displays the acquired usage information on a shared screen (step S105). The shared screen is a screen displayed on the shared display device 300.

[0070] <Effects> The present embodiment described above has the same effects as the first embodiment, for the same reasons as those for the effects of the first embodiment.

[0071] <Modification> In the above description, the emergency call is an ambulance or fire emergency call. However, the above embodiment can be applied to a case where the emergency call is a police emergency call. In this case, the usage information is the usage information for the police emergency call.

[0072] <Other embodiments> The communication support device according to the embodiment of the present disclosure can be realized by a computer including a memory in which a program read from a storage medium is loaded and a processor that executes the program. The communication support device according to the embodiment of the present disclosure can also be realized by dedicated hardware. The communication support device according to the embodiment of the present disclosure can also be realized by a combination of the above-mentioned computer and dedicated hardware.

[0073] FIG. 5 is a diagram showing an example of a hardware configuration of a computer 1000 that can realize a communication support device according to an embodiment of the present disclosure. In the example shown in FIG. 5, the computer 1000 includes a processor 1001, a memory 1002, a storage device 1003, and an I / O (Input / Output) interface 1004. The computer 1000 can also access a storage medium 1005. The memory 1002 and the storage device 1003 are, for example, storage devices such as a RAM (Random Access Memory) and a hard disk. The storage medium 1005 is, for example, a storage device such as a RAM or a hard disk, a ROM (Read Only Memory), or a portable storage medium. The storage device 1003 may be the storage medium 1005. The processor 1001 can read and write data and programs from the memory 1002 and the storage device 1003. The processor 1001 can access, for example, the individual display device 200 and the shared display device 300 via the I / O interface 1004. The processor 1001 can access a storage medium 1005. The storage medium 1005 stores a program that causes the computer 1000 to operate as a communication support device according to an embodiment of the present disclosure.

[0074] The processor 1001 loads a program stored in the storage medium 1005, which causes the computer 1000 to operate as a communication support device according to an embodiment of the present disclosure, into the memory 1002. Then, the processor 1001 executes the program loaded into the memory 1002, causing the computer 1000 to operate as the communication support device according to an embodiment of the present disclosure.

[0075] The receiving unit 110, the recognition unit 120, the determination unit 130, the individual display unit 140, and the shared display unit 150 can be realized, for example, by a processor 1001 that executes a program loaded into a memory 1002. Some or all of the receiving unit 110, the recognition unit 120, the determination unit 130, the individual display unit 140, and the shared display unit 150 can also be realized by dedicated circuits that realize the functions thereof.

[0076] Furthermore, some or all of the above-described embodiments can be described as, but are not limited to, the following supplementary notes.

[0077] (Appendix 1) A recognition means for recognizing the content of a conversation in an emergency call from voice data of the emergency call; an individual display means for displaying, on a responder screen of a responder responding to the emergency call, display information indicating unobtained use information determined not to have been obtained through the conversation among use information used in responding to the emergency call; a shared display means for displaying, among the usage information, acquired usage information determined to have been acquired through the conversation on a shared screen shared with staff members other than the person who answers the phone; A communication support device comprising:

[0078] (Appendix 2) The individual display means displays the display information indicating the unobtained use information in accordance with an order of acquisition defined for the type of the unobtained use information. 2. A call support device as described in claim 1.

[0079] (Appendix 3) The individual display means displays a question for obtaining the unobtained use information as the display information. 3. A communication support device according to claim 1 or 2.

[0080] (Appendix 4) The individual display means further displays the type of the usage information and the content of the acquired usage information among the usage information on the respondent screen in a predetermined format. 3. A communication support device according to claim 1 or 2.

[0081] (Appendix 5) The shared display means displays the content of the acquired usage information in a predetermined format. 3. A communication support device according to claim 1 or 2.

[0082] (Appendix 6) The shared display means further displays the content of the conversation on the shared screen. 3. A communication support device according to claim 1 or 2.

[0083] (Appendix 7) A determination means for determining whether the acquired usage information or the unacquired usage information is based on the content of the conversation. 3. The communication support device according to claim 1 or 2, comprising:

[0084] (Appendix 8) a determination means for determining the type of the emergency call from the contents of the conversation and determining whether the acquired usage information or the unacquired usage information is included in the usage information corresponding to the type; 3. The communication support device according to claim 1 or 2, comprising:

[0085] (Appendix 9) Recognizing the content of the conversation in the emergency call from the voice data of the emergency call; displaying display information indicating unobtained usage information determined to have not been obtained through the conversation among usage information used in responding to the emergency call on a responder screen of a responder responding to the emergency call; Among the usage information, the acquired usage information determined to have been obtained through the conversation is displayed on a shared screen shared with staff members other than the person who answers the phone. Call support method.

[0086] (Appendix 10) The display information indicating the unobtained usage information is displayed according to an order of acquisition determined for the type of the unobtained usage information. 10. A method for call assistance as described in claim 9.

[0087] (Appendix 11) A question for obtaining the unobtained usage information is displayed as the display information. 11. A call assistance method according to claim 9 or 10.

[0088] (Appendix 12) Furthermore, the type of the usage information and the content of the acquired usage information among the usage information are displayed on the respondent screen in a predetermined format. 11. A call assistance method according to claim 9 or 10.

[0089] (Appendix 13) Displaying the contents of the acquired usage information in a predetermined format 11. A call assistance method according to claim 9 or 10.

[0090] (Appendix 14) Furthermore, the contents of the conversation are displayed on the shared screen. 11. A call assistance method according to claim 9 or 10.

[0091] (Appendix 15) The acquired usage information and the unacquired usage information are determined based on the content of the conversation. 11. A call assistance method according to claim 9 or 10.

[0092] (Appendix 16) A type of the emergency call is determined from the content of the conversation, and the acquired usage information and the unacquired usage information are determined from the usage information corresponding to the type. 11. A call assistance method according to claim 9 or 10.

[0093] (Appendix 17) A recognition process for recognizing the content of the conversation in the emergency call from the voice data of the emergency call; an individual display process for displaying, on a responder screen of a responder responding to the emergency call, display information indicating unobtained use information determined not to have been obtained through the conversation among use information used in responding to the emergency call; a shared display process for displaying, among the usage information, acquired usage information determined to have been obtained through the conversation on a shared screen shared with staff members other than the person who answers the phone; A program that causes a computer to execute the following.

[0094] (Appendix 18) The individual display process displays the display information indicating the unacquired use information in accordance with an order of acquisition defined for the type of the unacquired use information. 18. The program according to claim 17.

[0095] (Appendix 19) The individual display process displays a question for obtaining the unobtained usage information as the display information. 19. The program according to claim 17 or 18.

[0096] (Appendix 20) The individual display process further displays the type of the usage information and the content of the acquired usage information among the usage information on the respondent screen in a predetermined format. 19. The program according to claim 17 or 18.

[0097] (Appendix 21) The shared display process displays the contents of the acquired usage information in a predetermined format. 19. The program according to claim 17 or 18.

[0098] (Appendix 22) The shared display process further includes displaying the content of the conversation on the shared screen. 19. The program according to claim 17 or 18.

[0099] (Appendix 23) A process of determining whether the acquired usage information or the unacquired usage information is determined based on the content of the conversation. 19. The program according to claim 17 or 18, which causes a computer to execute the above steps.

[0100] (Appendix 24) A process of determining the type of the emergency call from the content of the conversation and determining whether the acquired usage information or the unacquired usage information is included in the usage information corresponding to the type. 19. The program according to claim 17 or 18, which causes a computer to execute the above steps.

[0101] Although the present disclosure has been described above with reference to the embodiments, the present disclosure is not limited to the above embodiments. Various modifications that can be understood by a person skilled in the art can be made to the configuration and details of the present disclosure within the scope of the present disclosure. [Explanation of symbols]

[0102] 10 Call support device 100 Call support equipment 110 Receiving Department 120 Recognition part 130 Judgment section 140 Individual display section 150 Shared display area 200 individual display devices 300 shared display device 1000 Computers 1001 Processor 1002 Memory 1003 Storage device 1004 I / O Interface 1005 Storage medium

Claims

1. A recognition means for recognizing the content of a conversation in an emergency call from voice data of the emergency call; an individual display means for displaying, on a responder screen of a responder responding to the emergency call, display information indicating unobtained use information determined not to have been obtained through the conversation among use information used in responding to the emergency call; a shared display means for displaying, among the usage information, acquired usage information determined to have been acquired through the conversation on a shared screen shared with staff members other than the person who answers the phone; A communication support device comprising:

2. The individual display means displays the display information indicating the unobtained use information in accordance with an order of acquisition defined for the type of the unobtained use information. The communication support device according to claim 1 .

3. The individual display means displays a question for obtaining the unobtained use information as the display information. The communication support device according to claim 1 or 2.

4. The individual display means further displays the type of the usage information and the content of the acquired usage information among the usage information on the respondent screen in a predetermined format. The communication support device according to claim 1 or 2.

5. The shared display means displays the content of the acquired usage information in a predetermined format. The communication support device according to claim 1 or 2.

6. The shared display means further displays the content of the conversation on the shared screen. The communication support device according to claim 1 or 2.

7. A determination means for determining whether the acquired usage information or the unacquired usage information is based on the content of the conversation. The communication support device according to claim 1 or 2, comprising:

8. a determination means for determining the type of the emergency call from the content of the conversation and determining whether the acquired usage information or the unacquired usage information is included in the usage information corresponding to the type; The communication support device according to claim 1 or 2, comprising:

9. Recognizing the content of the conversation in the emergency call from the voice data of the emergency call; displaying display information indicating unobtained usage information determined to have not been obtained through the conversation among usage information used in responding to the emergency call on a responder screen of a responder responding to the emergency call; Among the usage information, the acquired usage information determined to have been obtained through the conversation is displayed on a shared screen shared with staff members other than the person who answers the phone. Call support method.

10. A recognition process for recognizing the content of the conversation in the emergency call from the voice data of the emergency call; an individual display process for displaying, on a responder screen of a responder responding to the emergency call, display information indicating unobtained use information determined not to have been obtained through the conversation among use information used in responding to the emergency call; a shared display process for displaying, among the usage information, acquired usage information determined to have been obtained through the conversation on a shared screen shared with staff members other than the person who answers the phone; A program that causes a computer to execute the following.

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