Processing device, program, and processing method

Abstract

To enable a single operator to handle a plurality of parties via voice calls.SOLUTION: A processing device includes a first processing unit that has a plurality of connection units that connect to voice call devices, a second processing unit that is provided for each of the connection units and displays a connection status of the connection unit, a third processing unit that is provided for each of the connection units and obtains text information by performing voice recognition for a voice call with the voice call device connected to the connection unit, and a fourth processing unit that displays the text information.SELECTED DRAWING: Figure 2

Description

[Technical field]

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

[0002] In recent years, many companies have contact center systems for responding to inquiries from customers. One function of such contact center systems is the shared call appearance function. With this shared call appearance function, when a call is made from, for example, customer A to a telephone number that is the contact point, button 1 on each of the multiple operators' telephones flashes. Furthermore, when a call is made from another customer B to the same telephone number, button 2 on each operator's telephone flashes. Each operator selects which call to answer by pressing button 1 or button 2. In this way, the shared call appearance function allows multiple operators to share one telephone number (for example, see non-patent document 1).

[0003] A call appearance is a part that functions as a connection section that connects calls between an operator's voice communication device (telephone) and other voice communication devices. For example, a voice communication device that has multiple call appearances can use the multiple call appearances to transfer calls with customers to other operators' voice communication devices. [Prior art documents] [Non-patent literature]

[0004] [Non-Patent Document 1] "BLF (Busy Lamp Field) and SCA (Shared Call Appearance) Features", [Online], July 18, 2015, "Call Center Trends", [Retrieved August 28, 2023], Internet <URL:https: / / callcenter-trend.com / 2015 / 07 / 18 / blfbusy-lamp-field%E3%83%93%E3%82%B8%E3%83%BC%E3%83%A9%E3%83%B3%E3%83%97%E3%83%95%E3%82%A3%E3%83%BC%E3%83%AB%E3%83%89%E3%81%A8scashared-call-appearance-%E3%82%B7%E3%82%A7%E3%82%A2%E3%83%BC%E3%83%89 / > Summary of the Invention [Problem to be solved by the invention]

[0005] In recent years, the number of contact center systems that allow inquiries not only by voice calls but also by chat has been increasing. Chat does not require the same real-time response as voice calls and can tolerate a certain degree of delay, so it is thought that one operator can handle multiple customers.

[0006] With the spread of tools like chat, it is likely that a certain degree of delay has become acceptable for voice calls as well, but traditional contact center systems were based on one-to-one voice calls, so one operator could not respond to voice calls with multiple parties (customers).

[0007] The present invention has been made in consideration of the above points, and aims to propose a processing device, a program, and a processing method that enable one operator to handle voice calls with multiple parties. [Means for solving the problem]

[0008] In order to solve such problems, the processing device of the present invention comprises a first processing unit having a plurality of connection units for connecting to voice call devices, a second processing unit provided for each of the connection units and displaying the connection status of the connection unit, a third processing unit provided for each of the connection units and obtaining text information by performing voice recognition for voice calls with the voice call devices connected by the connection units, and a fourth processing unit that displays the text information.

[0009] In addition, in the program of the present invention, a computer is caused to function as a first processing unit having a plurality of connection units for connecting to voice communication devices, a second processing unit provided for each of the connection units and displaying the connection status of the connection unit, a third processing unit provided for each of the connection units and obtaining text information by performing voice recognition for voice calls with the voice communication devices connected by the connection units, and a fourth processing unit that displays the text information.

[0010] Furthermore, the processing method of the present invention is a processing method of a processing device having a plurality of connection units for connecting to voice communication devices, and the processing device has a step of displaying a connection status for each of the connection units, a step of obtaining text information for each of the connection units by performing voice recognition for a voice call with the voice communication device connected by the connection unit, and a step of displaying the text information.

[0011] This allows, for example, an operator operating the processing device to easily grasp the connection status (for example, "incoming call" or "in progress") and the contents of the voice call for each connection (i.e., each call partner). Effect of the Invention

[0012] Thus, the present invention can realize a processing device, a program, and a processing method that enable one operator to handle voice calls with multiple parties. [Brief description of the drawings]

[0013] [Figure 1] FIG. 1 is a diagram illustrating a configuration of a contact center system. [Diagram 2] FIG. 2 is a diagram showing the configuration of an operator communication device. [Diagram 3] 1 is a sequence chart showing an operation of the contact center system. [Figure 4] 4 is a sequence chart following the sequence chart of FIG. 3. [Diagram 5] 5 is a sequence chart following the sequence chart of FIG. 4. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0014] DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Hereinafter, modes for carrying out the invention (hereinafter referred to as embodiments) will be described in detail with reference to the drawings.

[0015] [1. Contact center system configuration] First, the configuration of a contact center system 1 according to the present embodiment will be described with reference to Fig. 1. This contact center system 1 is a system introduced in a contact center of a company or the like, and is a system capable of handling inquiries from customers by telephone.

[0016] This contact center system 1 is composed of an operator communication device 100 and a contact center server 200, which are communicatively connected to each other via a communication network 300 such as a LAN (Local Area Network) or a WAN (Wide Area Network). The contact center server 200 is also communicatively connected to a customer communication device 400 owned by a customer via a public network 500 such as an IP (Internet Protocol) network.

[0017] In Fig. 1, for the sake of simplicity, one customer communication device 400 is connected to the contact center server 200, but in reality, multiple customer communication devices 400 can be connected. In Fig. 1, one operator communication device 100 is connected to the contact center server 200 as an example, but multiple operator communication devices 100 may be connected. As will be described in more detail later, this contact center system 1 is a system in which one operator can respond to inquiries from multiple customers via voice calls.

[0018] Next, the specific configuration of each unit will be described. The operator communication device 100 is a device that provides the operator U10 with communication with a customer connected via the contact center server 200. This operator communication device 100 has a voice output unit 101 that outputs a voice signal from the contact center server 200, a voice input unit 102 for sending a voice signal from the operator U10 to the contact center server 200, a recognition result display unit 103 that displays text information obtained as a result of a voice recognition process described later, and a control function (omitted in FIG. 1) for performing voice communication.

[0019] Furthermore, the operator communication device 100 has a call appearance unit 110. The call appearance unit 110 is composed of a plurality of call appearances 111 (111a to 111n) that connect calls with the customer communication device 400 (i.e., correspond to lines), and the plurality of call appearances 111 (111a to 111n) are capable of simultaneously connecting calls with a plurality of customer communication devices 400.

[0020] Furthermore, the operator communication device 100 is connected to a status display unit 130 that displays the connection status of each of the multiple call appearances 111, such as “incoming call” or “call in progress”, a call recording unit 140 that records voice calls made between the operator communication device 100 and the customer communication device 400 (i.e., voice calls made between the operator U10 and the customer), a recording and playback unit 150 that plays back the voice recorded by the call recording unit 140, a voice recognition unit 160 that recognizes the voice calls made between the operator communication device 100 and the customer communication device 400, and a recognition result storage unit 170 that stores text information obtained as a result of voice recognition by the voice recognition unit 160 and displays it on the recognition result display unit 103.

[0021] Furthermore, the operator communication device 100 has a call appearance selection unit 120 that selects an arbitrary call appearance 111 from a plurality of call appearances 111 (111a to 111n) that the call appearance unit 110 has in accordance with an operation of the operator U10. The call appearance selection unit 120 connects the selected call appearance 111 to the voice output unit 101, the voice input unit 102, and the recognition result display unit 103.

[0022] The operator communication device 100 is a computer having a CPU (Central Processing Unit), memory, storage means such as a hard disk, a network interface, operation means such as a keyboard, and display means such as a display, and accepts various operations by the operator U10 via the operation unit, and realizes the functions of each of the above-mentioned units by the CPU executing programs loaded into the memory.

[0023] That is, the operator communication device 100 has a function of displaying the connection status of each call appearance 111 using the status display unit 130, a function of selecting any call appearance 111 using the call appearance selection unit 120 (i.e., a function of selecting a call with any customer), and a function of connecting the selected call appearance 111 to the voice output unit 101, the voice input unit 102, and the recognition result display unit 103.

[0024] Furthermore, the operator communication device 100 has a function of recording voice calls made between the operator communication device 100 and the customer communication device 400 by a call recording unit 140 connected to the selected call appearance 111, and a function of outputting the voice played back by a recording and playback unit 150 connected to the selected call appearance 111 (i.e., the recorded voice) by the voice output unit 101.

[0025] Furthermore, the operator communication device 100 has a function of performing voice recognition on a voice call made between the operator communication device 100 and the customer communication device 400 by the voice recognition unit 160 connected to the selected call appearance 111 and converting it into text information, and a function of storing text information obtained as a result of the voice recognition by the recognition result storage unit 170 connected to the selected call appearance 111 and displaying it on the recognition result display unit 103. The operator communication device 100 is configured as described above.

[0026] The contact center server 200 is a server device that executes the processing of contact center services provided to customers. This contact center server 200 is configured as a computer having a CPU (Central Processing Unit), memory, storage means such as a hard disk, and a network interface, and realizes various functions by the CPU executing programs loaded onto the memory.

[0027] The contact center server 200 is communicatively connected to one or more customer communication devices 400 via a public network 500. The contact center server 200 is also communicatively connected to one or more operator communication devices 100 via a communication network 300.

[0028] This contact center server 200 has a function for managing busy / busy calls and performing connection processing for each call appearance 111 of the operator communication device 100, and once a call is connected, it has a function for maintaining the call until the operator U10 disconnects the call, even if the call is not selected by the call appearance selection unit 120 of the operator communication device 100. The contact center server 200 is configured as described above.

[0029] The customer communication device 400 is a communication device such as a smartphone used by a customer. The contact center system 1 is configured as described above.

[0030] [2. Contact Center System Operation] Next, the operation of the contact center system 1 will be described. Here, the operation of the contact center system 1 will be described with reference to Figs. 2 to 5, with respect to the operation performed by an operator U10 responding to inquiries from multiple customers via voice calls. Fig. 2 is a diagram showing the configuration of an operator communication device 100, and is a diagram showing the configuration of the operator communication device 100 shown in Fig. 1 in more detail. Figs. 3 to 5 are sequence charts showing the procedure of the operation of the contact center system 1. In Figs. 3 to 5, call appearance is abbreviated as CA, and call center server is abbreviated as CS.

[0031] As shown in Fig. 3, suppose that a call is made from a customer communication device 400 (referred to as 400a) of a certain customer (referred to as customer a) regarding a task handled by the operator U10 (i.e., a call is made to a telephone number to inquire of the contact center system 1). When this call (i.e., a call) arrives at the contact center server 200 via the public network 500 (step SP1), the contact center server 200 causes the call from the customer communication device 400a to arrive at an available call appearance 111 (for example, the call appearance 111a also shown in Fig. 2) among the multiple call appearances 111 possessed by the operator communication device 100 (step SP2).

[0032] In response to the incoming call to the call appearance 111a, the status display unit 130a connected to the call appearance 111a in the operator communication device 100 displays "incoming call" as the connection status of the call appearance 111a (step SP3). In this way, the operator communication device 100 notifies the operator U10 that there is an incoming call to the call appearance 111a.

[0033] Here, when the operator U10 answers the call by selecting the call appearance 111a on the operator communication device 100 (step SP4), the connection status displayed on the status display unit 130a changes from "incoming call" to "selected" and "in call" (step SP5).

[0034] Then, the operator U10 uses the voice output unit 101 and the voice input unit 102 of the operator communication device 100 to make a voice call with the customer a who has called using the customer communication device 400a (step SP6). At this time, the voice call made between the operator U10 and the customer a is recorded by the call recording unit 140a (step SP7). At this time, the operator communication device 100 also recognizes the voice call by the voice recognition unit 160a (step SP8), and stores the text information obtained as a result of the voice recognition (i.e., text information showing the contents of the voice call with the customer a) in the recognition result storage unit 170a (step SP9) and displays it on the recognition result display unit 103 (step SP10).

[0035] While the operator U10 is talking to the customer a in this way, suppose that a call is made from the customer communication device 400 (400n) of another customer (customer n) regarding a task handled by the operator U10, as shown in Fig. 4. When this call (i.e., the call) arrives at the contact center server 200 via the public network 500 (step SP21), the contact center server 200 causes the call from the customer communication device 400n to arrive at an available call appearance 111 (for example, the call appearance 111n also shown in Fig. 2) among the multiple call appearances 111 possessed by the operator communication device 100 (step SP22).

[0036] In response to the incoming call to the call appearance 111n, the status display unit 130n connected to the call appearance 111n in the operator communication device 100 displays "incoming call" as the connection status of the call appearance 111n (step SP23). In this way, the operator communication device 100 notifies the operator U10 that there is an incoming call to the call appearance 111n.

[0037] Here, when the operator U10 answers the call by operating the operator communication device 100 to select the call appearance 111n (step SP24), the connection status displayed in the status display unit 130a changes from "In call" and "Selected" to "Deselected" while remaining in "In call" (step SP25), and the connection status displayed in the status display unit 130n changes from "Incoming call" to "Selected" and "In call" (step SP26).

[0038] After this, the operator U10 interrupts the call with the previous customer a who called using the customer communication device 400a in order to talk to the new customer n who called using the customer communication device 400n. Even when the operator U10 switches the call from customer a to customer n in this way, the operator communication device 100 and the customer communication device 400a remain connected by the call appearance 111a, so that the customer a can speak to the operator U10.

[0039] Then, the operator U10 uses the voice output unit 101 and the voice input unit 102 of the operator communication device 100 to make a voice call with the new customer n (step SP27). At this time, the voice call made between the operator U10 and the customer n is recorded by the call recording unit 140n (step SP28). At this time, the operator communication device 100 also recognizes the voice call by the voice recognition unit 160n (step SP29), and stores the text information obtained as a result of the voice recognition (i.e., text information indicating the contents of the voice call with the customer n) in the recognition result storage unit 170n (step SP30) and displays it on the recognition result display unit 103 (step SP31).

[0040] At this time, the recognition result display unit 103 clears the text information previously displayed as the recognition result by the voice recognition unit 160a (i.e., text information indicating the content of the voice call with customer a), and then displays new text information previously displayed as the recognition result by the voice recognition unit 160n (i.e., text information indicating the content of the voice call with customer n).

[0041] As described above, even if the operator U10 switches the call from customer a to customer n, the call to the customer communication device 400a is maintained, so customer a can still make a speech.

[0042] For this reason, while the operator U10 is talking to the new customer n, the operator communication device 100 records the speech of the previous customer a by the call recording unit 140a as shown in step SP7 of Fig. 3. During this time, the operator communication device 100 also recognizes the speech of the customer a by the speech recognition unit 160a as shown in step SP8 of Fig. 3, and stores the text information obtained as a result of the speech recognition by the recognition result storage unit 170a as shown in step SP9 of Fig. 3.

[0043] Thereafter, as shown in FIG. 5, when the operator U10 operates the operator communication device 100 to select the call appearance 111a in order to resume the call with customer a (step SP41), the connection status displayed in the status display unit 130n changes from "In call" and "Selected" to "Deselected" while keeping the "In call" status (step SP42), and the connection status displayed in the status display unit 130a changes from "In call" and "Deselected" to "Deselected" while keeping the "In call" status (step SP43).

[0044] Then, the operator U10 resumes the voice call with the customer a using the voice output unit 101 and the voice input unit 102 of the operator communication device 100 (step SP44). At this time, the voice call between the operator U10 and the customer a is recorded by the call recording unit 140a (step SP45). At this time, the operator communication device 100 also recognizes the voice call by the voice recognition unit 160a (step SP46), and stores the text information obtained as a result of the voice recognition (i.e., text information showing the contents of the voice call with the customer a) in the recognition result storage unit 170a (step SP47) and displays it on the recognition result display unit 103 (step SP48).

[0045] At this time, the recognition result display unit 103 clears the text information obtained as the recognition result by the voice recognition unit 160n (i.e., text information showing the contents of the voice call with the customer n) that has been displayed up until now, and then displays the text information obtained as the recognition result by the voice recognition unit 160a (i.e., text information showing the contents of the voice call with the customer a). Note that the text information displayed on the recognition result display unit 103 at this time is the text information stored in the recognition result storage unit 170a, and therefore includes the contents of what the customer a said while the operator U10 was talking to the customer n. Therefore, by checking the text information displayed on the recognition result display unit 103, the operator U10 can also understand the contents of what the customer a said during the call with the customer n, and can smoothly resume the call with the customer a.

[0046] If necessary, the operator U10 can also operate the operator communication device 100 to play back the voice (including the speech of customer a during the call with customer n) recorded by the call recording unit 140a connected to the call appearance 111a through the recording and reproducing unit 150a (step SP49), and listen to the voice played back by the recording and reproducing unit 150a through the audio output unit 101 (step SP50). The operation of the contact center system 1 is as described above.

[0047] [3. Summary and Effects] As described above, the contact center system 1 of the present embodiment includes, for example, an operator communication device 100 and a contact center server 200. Here, the operator communication device 100 is an example of a processing device and a computer, and examples of the processing device and the computer are not limited to the operator communication device 100.

[0048] Further, the operator communication device 100 has, for example, a call appearance unit 110, a status display unit 130, a voice recognition unit 160, and a recognition result display unit 103. The call appearance unit 110 has, for example, a plurality of call appearances 111 connected to the customer communication device 400. Here, the call appearance unit 110 is an example of a first processing unit, and an example of the first processing unit is not limited to the call appearance unit 110. The customer communication device 400 is, for example, an example of a voice communication device, and an example of the voice communication device is not limited to the customer communication device 400. The call appearance 111 is, for example, an example of a connection unit, and an example of the connection unit is not limited to the call appearance 111. The status display unit 130 is, for example, provided for each call appearance 111, and displays the connection status of the call appearance 111. Here, the status display unit 130 is an example of a second processing unit, and an example of the second processing unit is not limited to the status display unit 130. The voice recognition unit 160 is provided for each call appearance 111, for example, and obtains text information by performing voice recognition on a voice call with the customer communication device 400 connected to the call appearance 111. Here, the voice recognition unit 160 is an example of a third processing unit, and an example of the third processing unit is not limited to the voice recognition unit 160. The recognition result display unit 103 displays, for example, the text information obtained by the voice recognition unit 160. Here, the recognition result display unit 103 is an example of a fourth processing unit, and an example of the fourth processing unit is not limited to the recognition result display unit 103.

[0049] This allows the operator U10 to easily grasp the connection status, such as "incoming call" or "busy call", and the contents of the voice call with the customer for each call appearance 111 (i.e., for each customer who is the other party of the call). Thus, according to the operator communication device 100 of this embodiment, one operator can handle voice calls with multiple parties.

[0050] The operator communication device 100 also includes, for example, a call appearance selection unit 120. The call appearance selection unit 120 selects one of the multiple call appearances 111 included in the call appearance unit 110 in response to, for example, an operation by an operator U10 as an operator, and connects the selected call appearance 111 to the audio output unit 101 and the audio input unit 102. Here, the call appearance selection unit 120 is an example of a fifth processing unit, and an example of the fifth processing unit is not limited to the call appearance selection unit 120.

[0051] As a result, in the operator communication device 100, the operator U10 can select an arbitrary call appearance 111 to switch the call partner while the multiple call appearances 111 remain connected to the multiple customer communication devices 400 (i.e., while the call is maintained). Thus, according to the operator communication device 100 of this embodiment, when real-time performance is not required for voice calls, the operator U10 can handle voice calls with multiple call partners (customers) by switching between them alone.

[0052] Furthermore, the operator communication device 100 has, for example, a recognition result storage unit 170. The recognition result storage unit 170 is provided, for example, for each call appearance 111, and stores text information obtained by performing voice recognition on a voice call with a customer communication device 400 connected to the call appearance 111 by the voice recognition unit 160. Here, the recognition result storage unit 170 is an example of a sixth processing unit, and an example of the sixth processing unit is not limited to the recognition result storage unit 170.

[0053] As a result, in the operator communication device 100, for example, the operator U10 can switch the person he is calling from customer a to customer n and save the content spoken by customer a as text information while he is talking to customer n (i.e., while the operator U10 interrupts the call with customer a), and then, when the call with customer a is resumed, the saved text information can be displayed on the recognition result display unit 103.

[0054] The recognition result display unit 103 displays, for example, text information obtained by the voice recognition unit 160 performing voice recognition on a voice call with a customer communication device 400 connected to the call appearance 111 selected by the call appearance selection unit 120.

[0055] As a result, in the operator communication device 100, for example, the operator U10 can check the text information displayed on the recognition result display unit 103 and understand what was said by customer a during a call with customer n, and can smoothly resume the call with customer a.

[0056] Further, the operator communication device 100 has, for example, a call recording unit 140 and a recording / playback unit 150. The call recording unit 140 is provided, for example, for each call appearance 111, and records a voice call with the customer communication device 400 connected to the call appearance 111. Here, the call recording unit 140 is an example of a seventh processing unit, and an example of the seventh processing unit is not limited to the call recording unit 140. The recording / playback unit 150 plays back, for example, the voice recorded by the call recording unit 140. Here, the recording / playback unit 150 is an example of an eighth processing unit, and an example of the eighth processing unit is not limited to the recording / playback unit 150.

[0057] As a result, in the operator communication device 100, for example, the operator U10 can switch the person he is calling from customer a to customer n, record what customer a says while he is talking to customer n, and then, when he resumes the call with customer a, play back the recorded voice and output it from the voice output unit 101.

[0058] Thus, according to the operator communication device 100 of this embodiment, the operator U10 can understand what customer a said during a call with customer n from the saved text information or recorded voice, and can smoothly resume the call with customer a.

[0059] [4. Other embodiments] [4-1. Another embodiment 1] In the above-described embodiment, the operator communication device 100 having the configuration shown in Figures 1 and 2 was used as a specific example of a processing device and a computer, but any device having a configuration equivalent to that may be used, for example, a dedicated device such as a telephone, a device with an application installed on a general information processing device such as a PC (personal computer), or a device combining a telephone and a PC.

[0060] In the above-described embodiment, the operator communication device 100 is provided with functions such as the call recording unit 140, the voice recognition unit 160, and the recognition result storage unit 170. However, this is not limiting, and these functions may be realized, for example, by connecting an external device having these functions to the operator communication device 100.

[0061] [4-2. Other embodiment 2] Furthermore, in the above-described embodiment, when the operator U10 switches the call partner, the text information previously displayed on the recognition result display unit 103 (i.e., text information indicating the content of the voice call with the customer before the switch) is cleared, and the newly obtained text information (i.e., text information indicating the content of the voice call with the customer after the switch) is displayed.

[0062] Without being limited to this, the recognition result display unit 103 may display text information indicating the contents of the voice call with a customer in a tab format like a web browser for each customer, and switch tabs so that the tab displaying the text information indicating the contents of the voice call with the current customer is selected in response to switching of the call partner (i.e., selection of call appearance 111).

[0063] [4-3. Other embodiment 3] Furthermore, in the above-described embodiment, the operator communication device 100 is provided with a plurality of call appearances 111 that function as connection units for connecting calls with the customer communication device 400. However, the present invention is not limited to this, and the operator communication device 100 may be provided with a connection unit other than the call appearance 111 as long as it functions in the same manner as the call appearance 111.

[0064] [4-4. Other embodiment 4] Furthermore, in the above-described embodiment, the present invention is applied to the contact center system 1 in which calls are made between the operator U10 and the customer, but the present invention can be applied to various communication systems.

[0065] [4-5. Other embodiment 5] Furthermore, the present invention is not limited to the above-described embodiments, and the scope of application of the present invention extends to embodiments in which some or all of the above-described embodiments are combined in any manner, or in which some of the embodiments are extracted.

[0066] [5. Notes] The following supplementary notes are further disclosed regarding the above-described embodiment.

[0067] In order to solve such problems, the processing device of the present invention comprises a first processing unit having a plurality of connection units for connecting to voice call devices, a second processing unit provided for each of the connection units and displaying the connection status of the connection unit, a third processing unit provided for each of the connection units and obtaining text information by performing voice recognition for voice calls with the voice call devices connected to the connection units, and a fourth processing unit that displays the text information.

[0068] In addition, the present invention further includes a fifth processing unit that selects one of the multiple connection units possessed by the first processing unit in response to an operation by an operator, and connects the selected connection unit to an audio output unit and an audio input unit.

[0069] Furthermore, in the present invention, a sixth processing unit is provided for each connection unit and stores text information obtained by performing voice recognition on a voice call with the voice call device connected to the connection unit using the third processing unit.

[0070] Furthermore, in the present invention, the fourth processing unit displays text information obtained by the third processing unit performing voice recognition on a voice call with the voice call device connected to the connection unit selected by the fifth processing unit.

[0071] Furthermore, in the present invention, there is further provided a seventh processing unit provided for each connection unit, which records voice calls with the voice call device connected to the connection unit, and an eighth processing unit which plays back the voice recorded by the seventh processing unit.

[0072] In addition, in the program of the present invention, a computer is caused to function as a first processing unit having a plurality of connection units for connecting to voice communication devices, a second processing unit provided for each of the connection units and displaying the connection status of the connection unit, a third processing unit provided for each of the connection units and obtaining text information by performing voice recognition for voice calls with the voice communication devices connected by the connection units, and a fourth processing unit that displays the text information.

[0073] Furthermore, the processing method of the present invention is a processing method of a processing device having a plurality of connection units for connecting to voice communication devices, and the processing device has a step of displaying a connection status for each of the connection units, a step of obtaining text information for each of the connection units by performing voice recognition for a voice call with the voice communication device connected by the connection unit, and a step of displaying the text information.

[0074] This allows, for example, an operator operating the processing device to easily grasp the connection status (e.g., "incoming call" or "in conversation") and the contents of the voice call for each connection part (i.e., each call partner). Thus, the present invention can realize a processing device, program, and processing method that allows one operator to handle voice calls with multiple parties. [Industrial Applicability]

[0075] The present invention can be widely used in customer support systems such as contact center systems. [Explanation of symbols]

[0076] 1...contact center system, 100...operator communication device, 101...voice output unit, 102...voice input unit, 103...recognition result display unit, 110...call appearance unit, 111...call appearance, 120...call appearance selection unit, 130...status display unit, 140...call recording unit, 150...recording and playback unit, 160...voice recognition unit, 170...recognition result storage unit, 200...contact center server, 300, 500...communication network, 400...customer communication device, U10...operator.

Claims

1. a first processing unit having a plurality of connection units for connection to a voice communication device; a second processing unit provided for each of the connection units and displaying a connection state of the connection unit; a third processing unit provided for each of the connection units, the third processing unit obtaining text information by performing voice recognition on a voice call with the voice communication device connected to the connection unit; a fourth processing unit that displays the text information; Equipped A processing device comprising:

2. The device further includes a fifth processing unit that selects one of the plurality of connection units included in the first processing unit in response to an operation by an operator, and connects the selected connection unit to an audio output unit and an audio input unit.

2. The processing device according to claim 1 .

3. a sixth processing unit provided for each of the connection units, the sixth processing unit storing text information obtained by performing voice recognition on a voice call with the voice communication device connected to the connection unit by the third processing unit; 3. The processing device according to claim 2.

4. The fourth processing unit is Displaying text information obtained by performing voice recognition in the third processing unit on a voice call with the voice communication device connected to the connection unit selected by the fifth processing unit.

4. The processing apparatus according to claim 2 or 3.

5. The communication device further includes a seventh processing unit provided for each of the connection units, the seventh processing unit being configured to record a voice call with the voice communication device connected to the connection unit, and an eighth processing unit being configured to play back the voice recorded by the seventh processing unit.

2. The processing device according to claim 1 .

6. Computer, a first processing unit having a plurality of connection units for connection to a voice communication device; a second processing unit provided for each of the connection units and displaying a connection state of the connection unit; a third processing unit provided for each of the connection units, the third processing unit obtaining text information by performing voice recognition on a voice call with the voice communication device connected by the connection unit; a fourth processing unit that displays the text information; A program to make it function.

7. A processing method for a processing device having a plurality of connection units for connecting to a voice communication device, comprising: The processing device includes: displaying a connection status for each of the connection units; obtaining text information by performing voice recognition for a voice call with the voice communication device connected by each of the connection units; displaying the text information; have A processing method comprising:

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