Information processing device and information processing method

Abstract

To improve the satisfaction of a customer who uses a call center.SOLUTION: An information processing device according to an embodiment includes a control unit that sets the number of lines to be allocated to each of a plurality of call centers on the basis of the content of calls between an operator of each call center and a customer.SELECTED DRAWING: Figure 3B

Description

Technical Field

[0001] The disclosed embodiments relate to an information processing apparatus and an information processing method.

Background Art

[0002] Conventionally, a relay device that relays calls from a user to an operator at a call center has been known (for example, Patent Document 1).

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] When there are multiple call centers, the response may vary depending on the connected call center, and there is room for improvement in terms of improving customer satisfaction.

[0005] The present invention has been made in view of the above, and an object thereof is to provide an information processing apparatus and an information processing method for improving the satisfaction of customers using a call center.

Means for Solving the Problems

[0006] An information processing apparatus according to an aspect of an embodiment includes a control unit that sets the number of lines to be allocated to each call center based on the content of calls between the operator and the customer at each call center for a plurality of call centers.

Effects of the Invention

[0007] According to an aspect of the embodiment, it is possible to improve the satisfaction of customers using a call center.

Brief Description of the Drawings

[0008]

Figure 1

Figure 2

Figure 3A

Figure 3B

Figure 4

Figure 5

DETAILED DESCRIPTION OF THE INVENTION

[0009] Hereinafter, the present invention will be described through embodiments. However, the following embodiments do not limit the invention according to the claims. Also, not all combinations of features described in the embodiments are essential for the solution means of the invention.

[0010] The call system 1 according to the embodiment will be described with reference to FIG. 1. FIG. 1 is a schematic diagram showing the call system 1 according to the embodiment.

[0011] The call system 1 includes a user terminal 2, a call terminal 3, a call device 4, and a relay device 5. The user terminal 2, the call terminal 3, and the call device 4 are communicably connected via the relay device 5 by a communication network. The communication network includes a data communication network and a telephone communication network.

[0012] The user terminal 2 is a device that enables a user, who is a customer, to have a conversation with an operator 21 at the call center 20. The user terminal 2 enables a conversation between the user and the operator 21 via the relay device 5. The user terminal 2 is, for example, a telephone, a smartphone, a tablet terminal, a PC (Personal Computer), or the like.

[0013] The operator 21 includes a person. Also, the operator 21 includes an AI (Artificial Intelligence) agent.

[0014] The AI agent automatically generates the text content that serves as a response to the user's utterance using a text generation model. The text generation model may be interpreted as an algorithm and calculation for automatic dialogue processing by characters. Since the text generation model is publicly known as disclosed in, for example, Japanese Patent Application Laid-Open No. 2018-081444 or chatGPT (Internet search <URL: https: / / openai.com / blog / chatgpt>), a detailed description thereof will be omitted. Such a text generation model is constituted by a large language model (LLM: Large Language Model).

[0015] The AI agent is, for example, a humanoid agent. The AI agent does not have to be humanoid. The AI agent only needs to be able to automatically generate the text content that enables a conversation with the user. That is, the AI agent may be a generative AI that automatically generates the text content that serves as a response to the user's utterance.

[0016] A plurality of call terminals 3 are provided at the call center 20. The call terminal 3 is a terminal used when a person acts as the operator 21 to handle a user. The call terminal 3 is configured so that the operator 21 can have a conversation with the user. The call terminal 3 is, for example, a smartphone, a tablet terminal, a PC, or the like.

[0017] In the following, the human operator 21 may be referred to as "operator 21A", and the call center 20 having the operator 21A may be referred to as "call center 20A".

[0018] For example, the communication terminal 3 has a monitor, a microphone, a speaker, etc. When an image of the user transmitted from the camera of the user terminal 2 is received, the communication terminal 3 displays the transmitted image on the monitor. Also, the communication terminal 3 records voice data, which is the conversation content between the user and the operator 21A, as a conversation log. The conversation log may include an image of the user captured by the camera of the user terminal 2.

[0019] The communication device 4 is provided in the call center 20. The communication device 4 is provided in a call center 20 different from the call center 20A where the communication terminal 3 is provided.

[0020] Hereinafter, the call center 20 different from the call center 20A may be referred to as "call center 20B" and "call center 20C". Also, the communication device 4 provided in the call center 20B may be referred to as "communication device 4B", and the communication device 4 provided in the call center 20C may be referred to as "communication device 4C".

[0021] The communication device 4 is an information processing device such as a computer. The communication device 4 is, for example, a server device. The communication device 4 has a plurality of AI agents as the operator 21. The communication device 4 causes the AI agents to function by reading a program stored in a storage unit such as a ROM (Read Only Memory) by a CPU (Central Processing Unit).

[0022] The communication device 4 handles the user by means of the AI agents. The communication device 4 is configured so that the AI agents can communicate with the user. The communication device 4 has a plurality of AI agents so that it can communicate with a plurality of users individually. A plurality of communication devices 4 may be provided in the call center 20.

[0023] The communication device 4 generates a sentence corresponding to the user's speech by means of an AI agent, converts the generated sentence into voice data, and transmits the voice data to the user terminal 2. As a result, the user terminal 2 outputs a speech based on the voice data. In this way, the communication device 4 realizes a conversation with the user by means of an AI agent.

[0024] Note that the communication device 4B of the call center 20B and the communication device 4C of the call center 20C each have an operator 21 which is a different type of AI agent. Hereinafter, the operator 21 of the communication device 4B may be referred to as "operator 21B", and the operator 21 of the communication device 4C may be referred to as "operator 21C".

[0025] The operator 21B and the operator 21C each automatically generate the content of a sentence that is a response to the user's speech using different sentence generation models.

[0026] Therefore, for example, even when the user has the same conversation, different responses (conversations) may be transmitted to the user terminal 2 if the call center 20 to which the user terminal 2 is connected is different.

[0027] For example, the operator 21B of the communication device 4B of the call center 20B automatically generates the content of a sentence that is a response to the user's speech using a sentence generation model created by "abc company". Also, the operator 21C of the communication device 4C of the call center 20C automatically generates the content of a sentence that is a response to the user's speech using a sentence generation model generated by "efg company", which is different from "abc company".

[0028] In FIG. 1, three call centers 20 are shown, but the number of call centers 20 is an example and is not limited thereto. There may be two call centers 20, or four or more call centers 20. Also, there may be a plurality of call centers 20 where a human operator 21A is arranged. There may be no call center 20 where a human operator 21A is arranged.

[0029] The communication device 4 records, as a conversation log, voice data that is the content of the conversation between the user and the operator 21 (AI agent). The conversation log may include an image of the user captured by the camera of the user terminal 2.

[0030] The relay device 5 is a device that communicably connects the user terminal 2 to the call terminal 3 of the call center 20 or to the communication device 4 of the call center 20. The relay device 5 allocates the number of lines for each call center 20 based on the set number of lines. The relay device 5 enables the connection between the user terminal 2 and the call terminal 3 or the communication device 4 of each call center 20 according to the allocated number of lines. The relay device 5 is an information processing device that sets the number of lines to be allocated to each call center 20.

[0031] Next, the relay device 5 will be described with reference to FIG. 2. FIG. 2 is a diagram schematically explaining an example of the relay device 5 according to the embodiment. Here, among the functions of the relay device 5, the function of setting the number of lines will be described.

[0032] The relay device 5 includes a communication unit 10, a storage unit 11, and a control unit 12. The communication unit 10 transmits and receives information including call content and the like via a communication network between the user terminal 2, the call terminal 3, and the communication device 4.

[0033] The storage unit 11 is realized by, for example, a semiconductor memory element such as a RAM (Random Access Memory) or a flash memory, or a storage device such as a hard disk or an optical disk. The storage unit 11 stores the score (second score) of each call center 20. The storage unit 11 stores the number of lines for each call center 20. The storage unit 11 stores various programs executed by the control unit 12.

[0034] The control unit 12 is a controller. The control unit 12 acquires conversation logs from the call terminals 3 of each call center 20 and the call devices 4 via the communication unit 10. The control unit 12 acquires conversation logs at a predetermined timing. The predetermined timing is, for example, the timing when the conversation between the user and the operator 21 ends. The predetermined timing may be a preset time.

[0035] Note that the conversation logs are acquired by being identified for each call center 20. For example, the conversation logs are acquired with an ID determined for each call center 20 attached.

[0036] The control unit 12 analyzes the acquired conversation logs. Specifically, the control unit 12 analyzes the conversation content, the voice quality of the conversation, and the intonation of the conversation from the voice of the user and the voice of the operator 21 included in the conversation log. The control unit 12 analyzes the conversation log.

[0037] For example, the control unit 12 extracts feature amounts such as the frequency components of the voice. Also, the control unit 12 analyzes the voice of the user and recognizes character information representing the utterance content of the user. Then, the control unit 12 estimates the emotion of the user based on the extracted feature amounts and the recognized character information.

[0038] The control unit 12 determines the satisfaction degree of the user from the analysis result. Specifically, the control unit 12 determines the satisfaction degree of the user based on the emotion of the user estimated from the conversation content of the user. Then, the control unit 12 sets a score for the satisfaction degree of the user. That is, the control unit 12 sets a score for the response of the operator 21 (hereinafter, may be referred to as the "first score") based on the conversation log. The higher the satisfaction degree of the user, the larger the control unit 12 makes the first score.

[0039] The control unit 12 estimates, for example, the emotion of the user from among "joy", "anger", "sorrow", "happiness", "pleasure", "displeasure", "relief", "uneasiness", "sadness", "excitement", "worry", "assurance", "sense of fulfillment", "sense of emptiness", and "ordinary".

[0040] For example, when the user says, "It was easy to understand.", the control unit 12 estimates that the user's emotion is a positive emotion such as "happy", "relieved", or "fulfilled", and estimates that the user's satisfaction is high. Then, the control unit 12 sets a large value for the first score. When the user's satisfaction is high, the control unit 12 sets the first score to a positive value.

[0041] Also, for example, when the user says, "What are you talking about?", "I don't understand the meaning.", etc., the control unit 12 estimates that the user's emotion is a negative emotion such as "angry" or "unhappy", and estimates that the user's satisfaction is low. Then, the control unit 12 sets a small value for the first score. When the user's satisfaction is low, the control unit 12 sets the first score to a negative value.

[0042] Note that the control unit 12 may estimate the user's emotion for each utterance of the user. The control unit 12 may also calculate the first score by summing up the scores for each utterance of the user.

[0043] When an image of the user captured by the camera of the user terminal 2 is included in the conversation log, the control unit 12 may analyze the user's facial expression. When the user's facial expression is, for example, a smiling face, the control unit 12 estimates that the user's satisfaction is high.

[0044] The control unit 12 calculates a score for each call center 20. The control unit 12 calculates the average value of the scores for each call center 20 over a predetermined period as the score for each call center 20 (hereinafter sometimes referred to as the "second score"). The predetermined period is a period set in advance. For example, the predetermined period is one week, one month, etc.

[0045] Specifically, the control unit 12 calculates the average value of the first scores of the operators 21 for each call center 20. Then, the control unit 12 sets the calculated average value of the first scores as the second score for each call center 20. The control unit 12 calculates the second score for each of the call centers 20A, 20B, and 20C.

[0046] Based on the second score of each call center 20 during a predetermined period, the control unit 12 sets the number of lines allocated to each call center 20. The control unit 12 increases the number of lines to be allocated as the second score of the call center 20 is larger.

[0047] For example, when the total number of lines is "300", the second score of call center 20A is "50", the second score of call center 20B is "50", and the second score of call center 20C is "50", the control unit 12 sets the number of lines of each call center 20 to "100" as shown in FIG. 3A. FIG. 3A is a diagram showing the number of lines of each call center 20. In addition, in FIG. 3A and FIG. 3B, the thicker the line, the larger the number of lines.

[0048] Thereafter, when the second score of call center 20A becomes "40", the second score of call center 20B becomes "50", and the second score of call center 20C becomes "60", the control unit 12 sets the number of lines of call center 20A to "90", the number of lines of call center 20B to "100", and the number of lines of call center 20C to "110" as shown in FIG. 3B. FIG. 3B is a diagram showing the number of lines of each call center 20.

[0049] As a result, more lines are allocated to call center 20C, and it can handle more users. In addition, the user can talk to operator 21C with a high user satisfaction. Therefore, for example, the user can receive an easy-to-understand explanation from operator 21C.

[0050] When a predetermined period has elapsed and the control unit 12 allocates the number of lines to each call center 20, the control unit 12 resets the second score of each call center 20. In this way, every time a predetermined period elapses, the control unit 12 updates the number of lines of each call center 20 based on the second score of each call center 20 in the predetermined period. That is, the control unit 12 executes the allocation of the number of lines of each call center 20 every predetermined period.

[0051] For example, in a call center 20 with a small second score, if the operator 21 is updated and the second score becomes large, the number of lines may increase. That is, even in a call center 20 with a small number of lines, the number of lines can be increased or the number of rotations can be restored.

[0052] Next, the line number setting process according to the embodiment will be described with reference to FIG. 4. FIG. 4 is a flowchart for explaining the line number setting process according to the embodiment.

[0053] The control unit 12 acquires the conversation log from the call terminals 3 and the call devices 4 of each call center 20 (S100). The control unit 12 acquires the conversation log at a predetermined timing.

[0054] Next, the control unit 12 analyzes the acquired conversation log (S101). Next, the control unit 12 determines the user satisfaction from the analysis result (S102) and sets the first score for the response of the operator 21 (S103).

[0055] Next, the control unit 12 calculates the second score of each call center 20 (S104). The control unit 12 calculates the average value of the first scores for the responses of the operators 21 for each call center 20 as the second score of each call center 20.

[0056] Next, the control unit 12 determines whether a predetermined period has elapsed (S105). If the predetermined period has not elapsed (S105: No), the control unit 12 returns to step S100 and repeats the above process. That is, the control unit 12 calculates the second score of each call center 20 and updates the second score of each call center 20 until the predetermined period elapses.

[0057] If the predetermined period has elapsed (S105: Yes), the control unit 12 sets the number of lines for each call center 20 (S106). The control unit 12 sets the number of lines for each call center 20 based on the second score of each call center 20.

[0058] Next, the control unit 12 resets the second score of each call center 20 (S107). As a result, the second score of each call center 20 is updated every predetermined period.

[0059] The relay device 5 includes a control unit 12. The control unit 12 sets the number of lines to be allocated to each call center 20 based on the call content between the operator 21 and the user of each call center 20 for a plurality of call centers 20.

[0060] Thereby, the relay device 5 can set the number of lines of each call center 20 according to the response of the operator 21. Therefore, the relay device 5 can, for example, set a large number of lines for the call center 20 with a high user satisfaction, and realize the response to a large number of users by the operator 21 with a high user satisfaction. Therefore, the relay device 5 can improve the user satisfaction.

[0061] The control unit 12 estimates the user's emotion from the call content and sets the number of lines based on the estimated emotion.

[0062] As a result, the relay device 5 can accurately determine the user's satisfaction with the response of the operator 21 based on the user's emotion. For example, it is also possible to determine the response of the operator 21 by conducting a questionnaire for the user. However, since the questionnaire largely reflects the subjective feelings of the user, it is difficult to accurately determine the user's satisfaction with the actual response of the operator 21. In contrast, the relay device 5 can accurately determine the user's satisfaction by objectively estimating the user's emotion from the call content. Therefore, the relay device 5 can suitably set the number of lines of each call center 20 according to the user's satisfaction.

[0063] The control unit 12 sets a score for the estimated user emotion and sets the number of lines based on the second score of each call center 20.

[0064] As a result, the relay device 5 can suitably set the number of lines of each call center 20 according to the response of the operator 21 of each call center 20. For example, the relay device 5 can suitably set the number of lines of each call center 20 according to the response of the operator 21 of each call center 20 by making the number of lines of the call center 20 with a larger second score smaller than the number of lines of the call center 20 with a smaller second score.

[0065] The control unit 12 sets the number of lines based on the second score of each call center 20 during a predetermined period.

[0066] As a result, the relay device 5 can set the number of lines reflecting the response of the operator 21 of each call center 20. Therefore, even for a call center 20 with a low second score and a small number of lines, for example, when the second score becomes large by updating the AI agent, a large number of lines can be obtained.

[0067] The operator 21 includes a person. As a result, the call center 20 can take corresponding actions according to various users.

[0068] The operator 21 includes an AI agent. Thereby, the call center 20 can suppress costs.

[0069] The AI agents are different for each call center 20. Thereby, the call center 20 with excellent AI agents can obtain a large number of lines.

[0070] Note that the functions of the relay device 5 may be implemented by one or more computers. At least some of the functions of the relay device 5 may be implemented by a virtual machine. Also, at least some of the functions of the relay device 5 may be implemented in the cloud.

[0071] FIG. 5 is a diagram schematically showing an example of the hardware configuration of a computer 1200 that functions as the relay device 5. The program installed in the computer 1200 causes the computer 1200 to function as one or more "parts" of the device according to the present embodiment, or causes the computer 1200 to execute an operation associated with the device according to the present embodiment or the one or more "parts", and / or causes the computer 1200 to execute the process according to the present embodiment or a stage of the process. Such a program may be executed by the CPU 1212 so that the computer 1200 executes specific operations associated with some or all of the blocks of the flowcharts and block diagrams described herein.

[0072] The computer 1200 according to this embodiment includes a CPU 1212, a RAM 1214, and a graphic controller 1216, which are mutually connected by a host controller 1210. The computer 1200 also includes input / output units such as a communication interface 1222, a storage device 1224, a DVD drive, and an IC card drive, which are connected to the host controller 1210 via an input / output controller 1220. The DVD drive may be a DVD-ROM drive, a DVD-RAM drive, or the like. The storage device 1224 may be a hard disk drive, a solid state drive, or the like. The computer 1200 also includes input / output units such as a ROM 1230 and a keyboard, which are connected to the input / output controller 1220 via an input / output chip 1240.

[0073] The CPU 1212 operates according to programs stored in the ROM 1230 and the RAM 1214, thereby controlling each unit. The graphic controller 1216 acquires image data generated by the CPU 1212 in a frame buffer provided in the RAM 1214 or the like, or in itself, and causes the image data to be displayed on the display device 1218.

[0074] The communication interface 1222 communicates with other electronic devices via a network. The storage device 1224 stores programs and data used by the CPU 1212 in the computer 1200. The DVD drive reads a program or data from a DVD-ROM or the like and provides it to the storage device 1224. The IC card drive reads programs and data from an IC card and / or writes programs and data to an IC card.

[0075] ROM 1230 stores therein a boot program or the like executed by the computer 1200 at activation, and / or a program dependent on the hardware of the computer 1200. The input / output chip 1240 may also be connected to the input / output controller 1220 via various input / output units such as a USB port, a parallel port, a serial port, a keyboard port, a mouse port, etc.

[0076] The program is provided by a computer-readable storage medium such as a DVD-ROM or an IC card. The program is read from the computer-readable storage medium, installed in the storage device 1224, the RAM 1214, or the ROM 1230 which is also an example of a computer-readable storage medium, and executed by the CPU 1212. The information processing described in these programs is read by the computer 1200, resulting in the cooperation between the programs and the various types of hardware resources described above. The apparatus or method may be configured by realizing the operation or processing of information according to the use of the computer 1200.

[0077] For example, when communication is executed between the computer 1200 and an external device, the CPU 1212 may execute a communication program loaded in the RAM 1214 and instruct the communication interface 1222 to perform communication processing based on the processing described in the communication program. The communication interface 1222 reads the transmission data stored in the transmission buffer area provided in a recording medium such as the RAM 1214, the storage device 1224, the DVD-ROM, or the IC card under the control of the CPU 1212, transmits the read transmission data to the network, or writes the received data received from the network to the reception buffer area or the like provided on the recording medium.

[0078] Further, the CPU 1212 may cause all or necessary portions of files or databases stored in an external recording medium such as the storage device 1224, a DVD drive (DVD-ROM), an IC card, etc. to be read into the RAM 1214, and execute various types of processing on the data on the RAM 1214. The CPU 1212 may then write back the processed data to the external recording medium.

[0079] Various types of information such as various types of programs, data, tables, and databases may be stored in the recording medium and may undergo information processing. The CPU 1212 may perform various types of processing on the data read from the RAM 1214, including various types of operations, information processing, conditional judgment, conditional branching, unconditional branching, information search / replacement, etc. described throughout this disclosure and specified by the instruction sequence of the program, and write back the results to the RAM 1214. Also, the CPU 1212 may search for information in files, databases, etc. within the recording medium. For example, when a plurality of entries each having an attribute value of a first attribute associated with an attribute value of a second attribute are stored in the recording medium, the CPU 1212 searches for an entry that matches the condition where the attribute value of the first attribute is specified among the plurality of entries, reads the attribute value of the second attribute stored in the entry, and thereby may obtain the attribute value of the second attribute associated with the first attribute that satisfies a predetermined condition.

[0080] The above-described program or software module may be stored in a computer-readable storage medium on or near the computer 1200. Also, a recording medium such as a hard disk or RAM provided within a server system connected to a dedicated communication network or the Internet can be used as a computer-readable storage medium, thereby providing the program to the computer 1200 via the network.

[0081] In the flowcharts and block diagrams in this embodiment, the blocks may represent stages of a process in which operations are performed or "parts" of a device that has a role in performing the operations. Specific stages and "parts" may be implemented by a dedicated circuit, a programmable circuit supplied with computer-readable instructions stored on a computer-readable storage medium, and / or a processor supplied with computer-readable instructions stored on a computer-readable storage medium. The dedicated circuit may include digital and / or analog hardware circuits, and may include integrated circuits (ICs) and / or discrete circuits. The programmable circuit may include, for example, a reconfigurable hardware circuit including logical products, logical sums, exclusive logical sums, negative logical products, negative logical sums, and other logical operations, flip-flops, registers, and memory elements, such as a field programmable gate array (FPGA) and a programmable logic array (PLA).

[0082] The computer-readable storage medium may include any tangible device capable of storing instructions executable by an appropriate device. As a result, a computer-readable storage medium having instructions stored therein will comprise a product including instructions that may be executed to create means for performing the operations specified in the flowchart or block diagram. Examples of computer-readable storage media may include electronic storage media, magnetic storage media, optical storage media, electromagnetic storage media, semiconductor storage media, and the like. More specific examples of computer-readable storage media may include floppy (registered trademark) disks, diskettes, hard disks, random access memory (RAM), read-only memory (ROM), erasable programmable read-only memory (EPROM or flash memory), electrically erasable programmable read-only memory (EEPROM), static random access memory (SRAM), compact disc read-only memory (CD-ROM), digital versatile disc (DVD), Blu-ray (registered trademark) disc, memory stick, integrated circuit card, and the like.

[0083] Computer-readable instructions may include any combination of one or more programming languages, including assembly instructions, instruction set architecture (ISA) instructions, machine instructions, machine-dependent instructions, microcode, firmware instructions, state setting data, or source code or object code written in an object-oriented programming language such as Smalltalk®, JAVA®, C++, and a conventional procedural programming language such as the "C" programming language or a similar programming language.

[0084] The computer-readable instructions may be provided to a processor of a general purpose computer, a special purpose computer, or other programmable data processing apparatus, or to a programmable circuit, locally or via a wide area network (WAN) such as a local area network (LAN), the Internet, etc., to cause the processor or programmable circuit to execute the operations specified in the flowchart or block diagram by generating means for executing the operations. Examples of processors include computer processors, processing units, microprocessors, digital signal processors, controllers, microcontrollers, etc.

[0085] As described above, the present invention has been described using embodiments, but the technical scope of the present invention is not limited to the scope described in the above embodiments. It will be apparent to those skilled in the art that various changes or improvements can be made to the above embodiments. It is clear from the description of the claims that forms with such changes or improvements may also be included in the technical scope of the present invention.

[0086] In the claims, the specification, and the drawings, the execution order of each process such as the operations, procedures, steps, and stages in the apparatus, system, program, and method shown is not explicitly indicated as "earlier" or "preceding" etc. in particular. It should be noted that it can be realized in any order unless the output of the previous process is used in the subsequent process. Regarding the operation flow in the claims, the specification, and the drawings, even if it is described for convenience using "first," "next," etc., it does not mean that it is essential to be implemented in this order.

Explanation of Reference Numerals

[0087] 1 Call system 2 User terminal 3 Call terminal 4 Call device 5 Relay device 12 Control unit 20 Call center 21 Operator

Claims

1. A control unit that sets the number of lines to be allocated to each call center based on the content of calls between the operator and the customer at each call center, for a plurality of call centers An information processing apparatus comprising the same.

2. The information processing apparatus according to claim 1, wherein the control unit estimates the customer's emotion from the call content and sets the number of lines based on the estimated emotion.

3. The information processing apparatus according to claim 2, wherein the control unit sets a score for the estimated emotion and sets the number of lines based on the score of each call center.

4. The information processing apparatus according to claim 3, wherein the control unit sets the number of lines based on the score of each call center over a predetermined period.

5. The information processing apparatus according to claim 1, wherein the operator includes a human.

6. The information processing apparatus according to claim 1, wherein the operator includes an AI agent.

7. The information processing apparatus according to claim 6, wherein the AI agent is different for each call center.

8. A step of setting the number of lines to be allocated to each call center based on the content of calls between the operator and the customer at each call center, for a plurality of call centers An information processing method comprising the same.

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