Information processing device, information processing method, and program

Abstract

To present important information.SOLUTION: An information processing device includes an identification unit that identifies at least one important item indicating an item that a first speaker needs to explain or confirm to a second speaker in a conversation between multiple people, in accordance with the content of an inquiry made by the first speaker to the second speaker, and a presentation unit that presents at least one of the identified important items to the first speaker.SELECTED DRAWING: Figure 2

Description

[Technical field]

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

[0002] Analysis systems for contact centers (also called call centers) have been known for some time (for example, Non-Patent Document 1), and have been introduced in many contact centers for the purposes of supporting operators' work, improving work efficiency, and increasing customer satisfaction.

[0003] Contact centers often handle various inquiries about products and services, and at such times, depending on the content of the inquiry, there are matters that need to be explained to or confirmed with the customer. Hereinafter, such matters will be referred to as "important matters." [Prior art documents] [Non-patent literature]

[0004] [Non-Patent Document 1] "Japan Post Bank to introduce AI solution to support call centers - High-precision voice recognition to support the efficiency of operators' response and management tasks", Internet<URL:https: / / www.ntt-tx.co.jp / whatsnew / 2020 / 200519.html> Summary of the Invention [Problem to be solved by the invention]

[0005] However, for example, there are cases where an operator forgets to speak about important matters. For this reason, it is required to present to the operator what important matters exist according to the contents of the customer's inquiry and prompt the operator to speak them.

[0006] An embodiment of the present invention has been made in view of the above points, and aims to present important points. [Means for solving the problem]

[0007] In order to achieve the above-mentioned object, an information processing device according to one embodiment has an identification unit that identifies at least one important item indicating an item that a first speaker needs to explain or confirm to a second speaker in a conversation between multiple people, in accordance with the content of an inquiry made by the first speaker to the second speaker, and a presentation unit that presents at least one of the identified important items to the first speaker. Effect of the Invention

[0008] It is possible to present important matters. [Brief description of the drawings]

[0009] [Figure 1] 1 is a diagram illustrating an example of an overall configuration of a contact center system according to an embodiment of the present invention. [Diagram 2] FIG. 2 is a diagram illustrating an example of a functional configuration of an important matter presentation device according to the present embodiment. [Diagram 3] FIG. 13 is a diagram illustrating an example of a call reasons DB. [Figure 4] FIG. 13 is a diagram showing an example of an important matter DB. [Diagram 5] 13 is a flowchart showing an example of the flow of a target important matter presentation process. [Figure 6] FIG. 13 illustrates an example of an operator screen. [Figure 7] 13 is a flowchart showing an example of the flow of an utterance determination process relating to a target important matter. [Figure 8] FIG. 13 is a diagram showing an example of an important matter history DB. [Figure 9] 13 is a flowchart showing an example of the flow of an important matter history analysis process. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0010] An embodiment of the present invention will be described below. In this embodiment, a contact center system 1 capable of presenting important matters to a contact center operator will be described, targeting a contact center. However, the contact center is only one example, and the system can be similarly applied to other places besides contact centers, such as when important matters are presented to sales representatives of products or services, or store front desk personnel, during sales or front desk work. More generally, the system can be similarly applied to when important matters are presented to a certain person (which may be one person or multiple people) in some kind of conversation between multiple people.

[0011] In the following description, contact center operators will be assumed to handle inquiries and other tasks with customers via voice calls, but this is not limited to this and can be applied in the same way to cases where tasks are performed via text chat (including the ability to send and receive stamps and attachments in addition to text), video calls, etc.

[0012] As mentioned above, important matters are matters that need to be explained to or confirmed with the customer depending on the content of the inquiry. For example, matters such as "explaining the terms and conditions" when signing a contract for a product or service are important matters. Also, for example, matters such as "confirming the current address," "confirming the address of the new address," and "confirming the moving date" when processing a change of address are important matters. However, what matters qualify as important matters may differ depending on the type of product or service that is the subject of the inquiry, the company that handles that product or service, etc.

[0013] In recent years, as online business has accelerated and contact center operations have increased, the variety of inquiries has also increased, and important matters that operators must explain are becoming more diverse. Therefore, by introducing the contact center system 1 according to this embodiment and presenting important matters to the operator, it is expected that not only will it be possible to prevent forgetting to speak about important matters, but it will also be possible to reduce the operator's workload.

[0014] <Overall composition> First, the overall configuration of a contact center system 1 according to this embodiment will be described with reference to Fig. 1. Fig. 1 is a diagram showing an example of the overall configuration of the contact center system 1 according to this embodiment.

[0015] 1, the contact center system 1 according to the present embodiment includes an important matter presentation device 10, an operator terminal 20, a manager terminal 30, a PBX 40, and a customer terminal 50. Here, the important matter presentation device 10, the operator terminal 20, the manager terminal 30, and the PBX 40 are installed in a contact center environment E, which is a system environment of a contact center. Note that the contact center environment E is not limited to a system environment in the same building, and may be, for example, a system environment in multiple buildings that are geographically separated from each other.

[0016] The important matter presentation device 10 converts the voice conversation between the customer and the operator into text by voice recognition, detects the call reason from this text, identifies the important matter corresponding to the call reason, and presents the identified important matter to the operator. The call reason is the reason why the customer called the call center (the reason for the incoming call), and corresponds to the customer's inquiry. Note that there may be multiple call reasons in one call (for example, when a customer calls the call center for two reasons, to change his / her address and to change his / her contract plan).

[0017] Furthermore, the important matter presentation device 10 manages a history including whether or not the operator has spoken an important matter, and analyzes the history in response to a request from the manager terminal 30. This allows the user of the manager terminal 30 (i.e., the manager who manages the operators) to know, for example, whether any utterances on important matters have been missed, and what kinds of utterances on important matters are likely to be missed.

[0018] The operator terminal 20 is a terminal such as a PC used by an operator who responds to customer inquiries, and functions as an IP (Internet Protocol) telephone. When responding to an inquiry from a customer, the operator terminal 20 displays the contents of the call with the customer, and also displays a checklist of important matters presented by the important matter presentation device 10 (hereinafter also referred to as an important matter checklist). By referring to the important matter checklist displayed on the operator terminal 20, the operator can know the important matters that he or she needs to speak about, and can also know whether or not the important matters have already been spoken, depending on whether or not they are checked.

[0019] The manager terminal 30 is a terminal of various types, such as a PC (personal computer), used by a manager who manages operators (such a manager is also called a supervisor).

[0020] The PBX 40 is a telephone exchange (IP-PBX) and is connected to a communication network 60 including a Voice over Internet Protocol (VoIP) network and a Public Switched Telephone Network (PSTN).

[0021] The customer terminal 50 is a variety of terminals used by customers, such as a smartphone, a mobile phone, or a landline phone.

[0022] The overall configuration of the contact center system 1 shown in FIG. 1 is an example, and other configurations may be used. For example, in the example shown in FIG. 1, the important matter presentation device 10 is included in the contact center environment E (i.e., the important matter presentation device 10 is an on-premise type), but all or part of the functions of the important matter presentation device 10 may be realized by a cloud service or the like. Similarly, in the example shown in FIG. 1, the PBX 40 is an on-premise type telephone exchange, but may be realized by a cloud service. Also, although the operator terminal 20 has been described as functioning as an IP telephone, for example, a telephone may be included in the contact center system 1 in addition to the operator terminal 20.

[0023] <Functional configuration> Next, a functional configuration of the important matter presentation device 10 according to the present embodiment will be described with reference to Fig. 2. Fig. 2 is a diagram showing an example of the functional configuration of the important matter presentation device 10 according to the present embodiment.

[0024] 2, the important matter presentation device 10 according to this embodiment includes a voice recognition text conversion unit 101, a call reason detection unit 102, a target important matter identification unit 103, a target important matter transmission unit 104, an important matter speech determination unit 105, and a history analysis unit 106. Each of these units is realized by, for example, a process in which one or more programs installed in the important matter presentation device 10 are executed by a processor such as a CPU (Central Processing Unit).

[0025] Moreover, the important matter presentation device 10 according to the present embodiment has a call reason DB 107, an important matter DB 108, and an important matter history DB 109. Each of these DBs (databases) is realized, for example, by a storage device such as an auxiliary storage device. At least one of these DBs may be realized, for example, by a database server connected to the important matter presentation device 10 via a communication network.

[0026] The voice recognition and text conversion unit 101 converts the voice communication between the operator terminal 20 and the customer terminal 50 into text by voice recognition. At this time, the voice recognition and text conversion unit 101 also performs voice recognition for each speaker and converts it into text. As a result, the voice of the operator and the voice of the customer are each converted into text.

[0027] This voice recognition is performed repeatedly while a voice call is being made between the operator terminal 20 and the customer terminal 50 (for example, it may be performed every few seconds, or it may be performed for each word or phrase spoken by the customer or operator).

[0028] The call reason detection unit 102 refers to the call reasons DB 107 and detects the call reasons from the text converted by the voice recognition text conversion unit 101. Here, the call reasons DB 107 is a database that stores information for detecting the call reasons from the contents of the utterances of the customer and the operator, and identification information of the important matter checklist corresponding to the call reasons. Details of the call reasons DB 107 will be described later.

[0029] The target important matter specification unit 103 refers to the call reasons DB 107 and specifies identification information of an important matter checklist corresponding to the call reasons detected by the call reasons detection unit 102. This important matter checklist is a checklist of important matters (hereinafter also referred to as target important matters) to be presented to the operator.

[0030] The target important matter transmission unit 104 reads out the contents of the important matter checklist of the identification information specified by the target important matter specification unit 103 from the important matter DB 108, and transmits the contents of the important matter checklist to the operator terminal 20. This causes the important matter checklist to be presented to the operator. Here, the important matter DB 108 is a database that stores information indicating the contents (check contents) of the important matter checklist and information indicating the check conditions. The important matter DB 108 will be described in detail later.

[0031] The important matter utterance determination unit 105 refers to the important matter DB 108 and determines whether or not an utterance on the target important matter has been made from the text converted by the voice recognition text conversion unit 101 (i.e., determines whether or not the check condition has been satisfied). Information including this determination result is stored in the important matter history DB 109 as history information. Note that the important matter history DB 109 may store various information other than the determination result indicating whether or not the operator has uttered the target important matter. For example, information such as a call ID that identifies a call between the operator and the customer, an operator ID that identifies the operator, a customer ID that identifies the customer, all or part of the text of the call content between the operator and the customer, a call reason ID that identifies the call reason, and the like may also be stored as history information. In addition to these pieces of information, for example, information such as data transmitted and received in a text chat (text data, image data representing a stamp, etc.), attachments during a text chat, video data and screen display data during a video call, and electronic files displayed during a video call may also be stored as history information.

[0032] In this embodiment, as an example, historical information is stored in the important matter history DB 109 on a call-by-call basis using the call ID as a key, and the historical information includes at least the call ID, operator ID, customer ID, call reason ID, each target important matter in the important matter checklist corresponding to the call reason, and the judgment result for each important matter.

[0033] The history analysis unit 106 analyzes the history information stored in the important matter history DB 109 in response to a request from the manager terminal 30 .

[0034] <<Cole Reason DB107>> Next, details of the call reasons DB 107 will be described with reference to Fig. 3. Fig. 3 is a diagram showing an example of the call reasons DB 107.

[0035] As shown in FIG. 3, the call reason DB 107 stores information (data or records) in which a call reason ID, a call reason name, a detection condition, and a checklist ID are associated with each other.

[0036] The call reason ID is an ID for identifying a call reason. The call reason name is the name of the call reason. The detection condition is a condition for the call reason detection unit 102 to detect a call reason. The checklist ID is a checklist ID for identifying an important item checklist corresponding to the call reason.

[0037] For example, the information in the first row of the call reason DB 107 shown in Fig. 3 is a call reason ID "a-1", a call reason name "product guide", a detection condition "both: insurance", and checklist IDs "Y-1" and "Z-2". Similarly, for example, the information in the second row of the call reason DB 107 shown in Fig. 3 is a call reason ID "a-2", a call reason name "contract procedure", a detection condition "both: contract", and checklist IDs "X-2", "Y-2", and "Z-1".

[0038] Here, in this embodiment, as an example, the detection condition is expressed in the form of "speaker: word". This means that the detection condition is met when the speaker speaks the word. For example, the detection condition "both: insurance" means that the detection condition is met when both the operator and the customer speak the word "insurance". Similarly, for example, the detection condition "customer: address change" means that the detection condition is met when the customer speaks the word "address change". Similarly, although not illustrated in FIG. 3, for example, the detection condition "operator: A" means that the detection condition is met when the operator speaks the word "A".

[0039] However, the above format of the detection condition is just an example, and the detection condition may be expressed in various formats (for example, a logical expression or the like).

[0040] ≪Important matters DB108≫ Next, details of the important matter DB 108 will be described with reference to Fig. 4. Fig. 4 is a diagram showing an example of the important matter DB 108.

[0041] As shown in FIG. 4, the important item DB 108 stores information (data or records) in which a checklist ID, a checklist name, an item number, check contents, check conditions, and importance are associated with each other.

[0042] The checklist ID is a checklist ID that identifies the important items checklist. The checklist name is the name of the important items checklist. The item number is the item number of the check content that makes up the important items checklist. The check content is the check content that makes up the important items checklist, and corresponds to the important items that need to be explained to or confirmed by the customer. The check condition is a condition for determining whether the check content is met (i.e., whether an important item has been spoken). The importance is the importance of the check content (i.e., the important item).

[0043] For example, the information in the first row of important matters DB108 shown in Fig. 4 is checklist ID "X-1", checklist name "Financial institution", (item number "1", check content "Confirm financial institution", check condition "utterance of term", importance "medium"), (item number "2", check content "Confirm account number", check conditions "utterance of term" and "utterance twice", importance "high"), (item number "3", check content "Confirm account holder", check condition "utterance of term", importance "medium"). This means that the name of the important matters checklist with checklist ID "X-1" is "Financial institution", and it is composed of three check contents with item numbers "1" to "3".

[0044] Similarly, for example, the information in the second row of important matters DB108 is checklist ID "X-2", checklist name "contract conclusion", (item number "1", check content "confirm contract date", check condition "speak terminology", importance "medium"), (item number "2", check content "explain terms and conditions", check condition "speak terminology", importance "high"). This means that the name of the important matters checklist for checklist ID "X-2" is "contract conclusion", and it is composed of two check contents, item numbers "1" and "2".

[0045] Here, in this embodiment, as an example, the check condition represents a condition for determining whether the check content "check ~" or the "~" part in "utterance of ~" has been uttered. For example, the check content "utter financial institution" and the check condition "utterance of term" mean that the check condition is met when the operator utters the term "financial institution." Similarly, for example, the check content "check account number" and the check conditions "utterance of term" and "utterance twice" mean that the check condition is met when the operator utters the term "account number" twice.

[0046] However, the above check condition is just an example, and the condition can be expressed in various ways. For example, the term A to be spoken may be specifically set as the check condition "utter A." Also, for example, the check condition may be that the operator asks a question to the customer, and the customer answers the question. Specifically, the check condition may be "the operator utters a term, and the customer utters an answer."

[0047] <Presentation of important matters and speech judgment> In the following, assuming that a voice call is taking place between the operator terminal 20 and the customer terminal 50, a process will be described in which a target important matter is presented to the operator and whether or not it has been spoken will be determined. Note that the above voice call is converted into text in real time by the voice recognition and text conversion unit 101 and stored in a predetermined storage unit or the like. In the following, the operator's voice converted into text by voice recognition will be referred to as "operator voice text" and the customer's voice converted into text by voice recognition will be referred to as "customer voice text."

[0048] <Presentation of important matters> First, the flow of processing for presenting target important matters to an operator in the form of a checklist will be described with reference to Fig. 5. Fig. 5 is a flowchart showing an example of the flow of processing for presenting target important matters.

[0049] The call reason detection unit 102 refers to the call reasons DB 107 and detects a call reason from one or both of the operator voice text and the customer voice text (step S101). That is, the call reason detection unit 102 refers to each record stored in the call reasons DB 107 and determines whether or not there is a record in which the most recently obtained operator voice text and customer voice text satisfy the detection condition. Then, the call reason detection unit 102 identifies the call reason ID and call reason name of the record determined to satisfy the detection condition. This means that the call reason for this call reason ID and call reason name has been detected.

[0050] In addition, the most recently obtained operator voice text and customer voice text may be, for example, the operator voice text and customer voice text obtained just a few seconds ago, or the operator voice text corresponding to the most recent one or several phrases of the operator's voice and the customer voice text corresponding to the most recent one or several phrases of the customer's voice.

[0051] Next, the target important matter specification unit 103 refers to the call reasons DB 107 and specifies the checklist ID of the important matter checklist corresponding to the call reason detected in the above step S101 (step S102). That is, the target important matter specification unit 103 refers to the record of the call reason ID specified in the above step S101 among the records stored in the call reasons DB 107 and specifies the checklist ID included in this record. The important matter checklist of this checklist ID is the checklist of the target important matter.

[0052] Then, the target important matter transmission unit 104 reads out the important matter checklist corresponding to the checklist ID identified in the above step S102 from the important matter DB 108, and transmits the contents of the important matter checklist to the operator terminal 20 (step S103). That is, the target important matter transmission unit 104 refers to the record of the checklist ID identified in the above step S102 among the records stored in the important matter DB 108, and transmits the checklist name, item number, and check contents of this record to the operator terminal 20. As a result, the important matter checklist consisting of the target important matters is presented to the operator. Note that if multiple checklist IDs are identified in the above step S102, multiple important matter checklists are presented to the operator.

[0053] Here, an example of an operator screen displayed on the operator terminal 20 will be described. An important item checklist is displayed on this operator screen. The operator screen 1000 shown in FIG. 6 includes an utterance content display field 1100. In the example shown in FIG. 6, the important matters checklist 1200 with the checklist ID "X-1" and the checklist name "financial institution" is displayed, and the target important matters 1201 to 1203 are displayed in the form of a checklist. In the example shown in FIG. 6, the important matters checklist 1200 with the checklist ID "X-1" and the checklist name "financial institution" is displayed in response to the customer's utterance "Excuse me, there is something I would like to confirm about the payment" and the operator's utterance "Yes, you mean the payment, right?" is displayed.

[0054] By displaying the important matters checklist 1200 on the operator screen 1000, the operator can know important matters that need to be explained to or confirmed by the customer. This makes it possible to prevent the operator from forgetting to explain or confirm important matters.

[0055] In this embodiment, it is assumed that the customer terminal 50 only has a voice call function, but if the customer terminal 50 has a screen display function, for example, a customer screen may be displayed on the display of the customer terminal 50. In this case, for example, an important matters checklist that is the same as or similar to that on the operator screen is displayed on the customer screen. In addition, at this time, the important matters checklist on the customer screen may be synchronized with the important matters checklist on the operator screen in terms of whether or not each important matter has been spoken, and a display component such as a button for requesting re-speaking of important matters that have already been spoken may be provided.

[0056] <<Judgment of utterances regarding important matters>> Next, assuming that an important matter checklist is displayed on an operator screen, the flow of a process for determining whether or not an utterance has been made regarding a target important matter constituting the important matter checklist will be described with reference to Fig. 7. Fig. 7 is a flowchart showing an example of the flow of an utterance determination process regarding a target important matter.

[0057] The important matter utterance determination unit 105 refers to the important matter DB 108 and determines whether or not an utterance related to a target important matter has been made from the operator voice text (step S201). That is, the important matter utterance determination unit 105 refers to the record of the checklist ID (i.e., the checklist ID of the important matter checklist presented to the operator terminal 20) identified in step S102 of Fig. 5 among the records stored in the important matter DB 108, and determines whether or not the most recently obtained operator voice text satisfies the check conditions of each item number included in the record. However, it is not necessary to perform this determination for item numbers that have already been determined to satisfy the check conditions.

[0058] Next, if there is an item number determined to satisfy the check condition in the above step S201 (YES in step S202), the target important matter transmission unit 104 transmits information indicating that the item number satisfies the check condition to the operator terminal 20 (step S203). That is, the target important matter transmission unit 104 transmits, for example, the checklist ID of the important matter checklist and the item number determined to satisfy the check condition in the above step S201 to the operator terminal 20. As a result, the important matter checklist displayed on the operator screen of the operator terminal 20 is updated to indicate that the target important matter has been spoken. However, instead of transmitting the item number determined to satisfy the check condition in the above step S201, for example, an important matter checklist reflecting the determination result of the check condition or screen display information of the important matter checklist may be transmitted.

[0059] For example, in the operator screen 1000 shown in Figure 6, in response to the operator's utterance of "Mr. Yamada Taro, isn't it? Could you please give me the name of the financial institution to make the payment?", a check mark is added to the target important item 1201 in the important item checklist 1200, indicating that this target important item 1201 has been uttered.

[0060] In the present embodiment, as an example, the case where the important target matters are presented to the operator in a checklist format has been described, but the present invention is not limited to this, and the important target matters may be presented to the operator in other formats. For example, the important target matters may be presented to the operator in a simple list format. Also, for example, the important target matters may be sorted in the order of explanation or confirmation, and at least one of the important target matters to be explained or confirmed next may be presented to the operator, or important target matters that have not been explained or confirmed may be displayed above important target matters that have been explained or confirmed. Furthermore, as described above, the important target matters may be presented not only to the operator, but also to the customer, for example. By presenting the important target matters to both the operator and the customer, the customer can know the matters to be explained or confirmed by the operator, and when there are no more important target matters that have not been explained or confirmed, both the operator and the customer can recognize that the explanation or confirmation has been completed.

[0061] Furthermore, instead of (or in addition to) displaying the important item checklist on the operator screen, the contents of the target important items may be presented to the operator by voice.

[0062] <Storage of history information including the result of judging whether or not there was any speech related to the important subject matter> When the voice call between the operator terminal 20 and the customer terminal 50 is ended, the history information including the judgment result of step S201 in Fig. 7 is stored in the important matter history DB 109. In this embodiment, as described above, the history information includes at least the call ID of the voice call, the operator ID of the operator of the operator terminal 20, the customer ID of the customer of the customer terminal 50, the call reason ID of the call reason detected in the voice call, each target important matter of the important matter checklist corresponding to each of the call reasons, and the judgment result for each of them (presence or absence of speech). Note that the customer ID is an ID uniquely assigned to a customer, but may be a telephone number, etc., and in this embodiment, as an example, the customer ID is a telephone number.

[0063] An example of history information stored in important matter history DB 109 is shown in Fig. 8. The history information in the first row of important matter history DB 109 shown in Fig. 8 is call ID "C001", operator ID "U001", customer ID "090-1111-2222", ((call reason ID "c-1", checklist ID "X-1", ((item number "1", check content "check financial institution", speech presence / absence "yes", importance "medium"), (item number "2", check content "check account number", speech presence / absence "yes", importance "high"), (item number "3", check content "check account holder", speech presence / absence "yes", importance "medium"))), (call reason ID "a-1", ((checklist ID "Y-1",...), (checklist ID "Z-3",...)))). This means that the call with call ID "C001" is between an operator with operator ID "U001" and a customer with customer ID "090-1111-2222", and that the call reason "payment processing" with call reason ID "c-1" and the call reason "product information" with call reason ID "a-1" were detected in this call. It also means that the checklist ID corresponding to the call reason "payment processing" with call reason ID "c-1" is "X-1", and that all of the target important matters with item numbers "1" to "3" that make up the important matters checklist for this checklist ID have been spoken. If there is a target important matter that has not been determined to have been spoken, the utterance presence / absence for that target important matter is set to "no."

[0064] By analyzing (including simple searches) the history information stored in the important matter history DB 109 under various conditions, for example, an administrator using the administrator terminal 30 can find out whether any utterances regarding important matters have been missed, and what types of utterances regarding important matters are likely to be missed.

[0065] The important matter presentation device 10 (or another device capable of notifying the same) may have a trail output function for preventing information tampering, etc. For example, this trail output function may perform tamper prevention processing such as electronic signature on information that compiles together an important matter checklist including an important matter checklist ID corresponding to a call ID or contract number and various information that serves as the basis for judgment in the history information stored in the important matter history DB 109 (i.e., the basis for judgment as to whether or not an important matter has been spoken), for each call between a customer and an operator or each contract with a customer, and output the information.

[0066] <Analysis of important historical matters> In the contact center system 1 according to the present embodiment, as described above, the history information stored in the important matter history DB 109 can be analyzed under various conditions. Therefore, for example, it is possible to check whether any utterances regarding important matters have been missed without checking the recording of the call contents or relying on the operator's self-reporting. In addition to this, for example, it is also possible to analyze what kinds of utterances regarding important matters are likely to be missed.

[0067] Therefore, the flow of the process of analyzing the important matter history will be described below with reference to Fig. 9. Fig. 9 is a flowchart showing an example of the flow of the process of analyzing the important matter history.

[0068] The history analysis unit 106 receives an analysis request from the manager terminal 30 (step S301). The analysis request includes analysis conditions such as what kind of analysis (including simple search) is to be performed. Such an analysis request is transmitted to the important matter presentation device 10 by the manager's operation on the manager terminal 30.

[0069] Next, the history analysis unit 106 analyzes the history information stored in the important matter history DB 109 in response to the analysis request received in step S301 (step S302). Various analyses of the history information stored in the important matter history DB 109 can be considered depending on the purpose, and for example, extraction of calls or call reasons in which at least one important matter is spoken or not is "no", extraction of a list of important matters in which the speech or not is "no" for each operator, extraction of a list of important matters in which the importance is a certain value or more (for example, "medium" or more) and the speech or not is "no", etc. are possible. However, these are only examples, and any analysis is possible, such as calculating the number of occurrences of important matters in which the speech or not is "no" for each operator or call reason, or calculating various other index values.

[0070] Then, the history analysis unit 106 transmits (responds to) the analysis result in the above step S302 to the manager terminal 30 (step S303). As a result, the manager terminal 30 displays the analysis result.

[0071] <Modification> Some variations of this embodiment will be described below.

[0072] <<Variation 1>> 7, whether or not the target important matter was spoken was determined from the operator voice text, but for example, erroneous voice recognition by the voice recognition text conversion unit 101 may occur, or the operator may speak the target important matter in a different way. Therefore, in response to the operation of the operator at the operator terminal 20, the important matter checklist may be updated to indicate that the target important matter was spoken (i.e., the operator may operate to add a check mark to each target important matter that constitutes the important matter checklist).

[0073] An alternative expression of an important matter is one that, in the context, has the same meaning as the important matter in question, but is expressed differently. For example, instead of the term "financial institution," say "name of bank," etc.

[0074] <<Variation 2>> In FIG. 7, whether or not the important target matter has been spoken is determined from the operator's voice text, but in addition to this, for example, "performing a prescribed action" may be set as the important target matter and whether or not this action has been performed may be determined. An example of the prescribed action is "opening the electronic file of the terms and conditions." This determines whether or not the operator has performed an action related to "opening the electronic file of the terms and conditions." Such a determination can be realized, for example, by monitoring the folder in which the electronic file of the terms and conditions is stored.

[0075] In addition, the above-mentioned important subject matter of "opening the electronic file of the terms and conditions" should be performed before the important subject matter of "explaining the terms and conditions". For this reason, in addition to the mere presence or absence of speech or action, the order (i.e., chronological order) may be considered. In this case, it is determined whether or not the speech related to "explaining the terms and conditions" was performed after the action related to "opening the electronic file of the terms and conditions". In this way, in addition to the presence or absence of speech or action of the important subject matter, it may be determined whether or not the order is a predetermined order. In addition, other examples of such actions may include scrolling the terms and conditions file to the end, or, in the case of a text chat, sending the terms and conditions file to the customer with an attachment or opening the terms and conditions file. In the case of a video call, it may be the operator sharing and displaying the terms and conditions file on the customer's screen or displaying it for a certain period of time.

[0076] In addition, utterances and actions related to important matters may be collectively referred to as "actions." These actions can be realized by detecting and notifying operations on the system related to the above actions as events.

[0077] <Modification 3> 5, the call reason is detected from at least one of the operator voice text and the customer voice text, but the call reason may be detected, for example, by an IVR (Interactive Voice Response) system. In this case, the customer inputs a number using the customer terminal 50 in response to guidance from the IVR system, and the call reason corresponding to the input number is identified and detected.

[0078] In addition, the detection of the call reason by the IVR system may be combined with the detection of the call reason from at least one of the operator voice text and the customer voice text. For example, the IVR system may detect a rough call reason (e.g., "contract conclusion"), and detect a more detailed call reason (e.g., "contract conclusion for XX service") from at least one of the operator voice text and the customer voice text. Alternatively, for example, when a customer has multiple call reasons, the first call reason may be detected by the IVR system, and the second and subsequent call reasons may be detected from at least one of the operator voice text and the customer voice text.

[0079] The present invention is not limited to the above-described embodiments specifically disclosed, and various modifications, changes, combinations with known technologies, etc. are possible without departing from the scope of the claims.

[0080] This application is based on basic application No. 2021-059677 filed in Japan on March 31, 2021, the entire contents of which are incorporated herein by reference. [Explanation of symbols]

[0081] 1. Contact Center System 10 Important matter presentation device 20 Operator terminal 30 Administrator terminal 40 PBX 50 Customer terminals 60 Communication Network 101 Speech recognition and text conversion unit 102 Call Reason Detection Unit 103 Target Important Matters Identification Division 104 Target Important Information Transmission Department 105 Important matters speech judgment unit 106 History Analysis Department 107 Call Reason DB 108 Important matters DB 109 Important matters history DB

Claims

1. an identification unit that identifies at least one important matter indicating a matter that needs to be explained or confirmed by a first speaker to a second speaker in response to an inquiry from the first speaker to the second speaker in a conversation between multiple people; a presentation unit that presents at least one of the identified important matters to the first speaker; An information processing device having the above configuration.

2. The presentation unit is Present the identified important matters to the first speaker in a checklist in which the completion or incompleteness of the check items is synchronized with a checklist of the important matters presented to the second speaker, and present to the first speaker a component that requests the second speaker to retake an action related to the important matters for which the check items have been completed; The information processing device according to claim 1 , wherein, when the second speaker performs an action related to the important matter, a check item corresponding to the important matter is marked as done.

3. a step of identifying at least one important matter indicating a matter that needs to be explained or confirmed by a first speaker to a second speaker in a conversation between multiple people, in accordance with the content of an inquiry from the first speaker to the second speaker; a presentation step of presenting at least one of the identified important matters to the first speaker; An information processing method implemented by a computer.

4. The presentation step includes: Present the identified important matters to the first speaker in a checklist in which the completion or incompleteness of the check items is synchronized with a checklist of the important matters presented to the second speaker, and present to the first speaker a component that requests the second speaker to retake an action related to the important matters for which the check items have been completed; The information processing method according to claim 3 , further comprising the step of setting a check item corresponding to the important matter to "done" when the second speaker has performed an action related to the important matter.

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

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