Answering support system, answering support method, and program

Abstract

To achieve rapid responses to support requests.SOLUTION: An answering support system is communicably connected to a first terminal utilized by a first user who conducts telephone answering to customers, and a second terminal utilized by a second user supporting the telephone answering. The answering support system includes: a voice recognition section for conducting voice recognition with respect to voice data in the telephone answering, and creates a voice recognition text expressing a result of the voice recognition; a summarization section for creating a summary text obtained by summarizing the voice recognition text, when receiving a support request related to the telephone answering from the first terminal; and a notification section for outputting, from the second terminal, a predetermined notification sound expressing that the support request has arrived, and for displaying the support request notification containing the summary text in the second terminal. The notification section provides pop-up display of the support request notification in a mode that enables a user of the second terminal to easily notice the support request, in accordance with the number of the support requests.SELECTED DRAWING: Figure 4

Description

[Technical Field]

[0001] The present invention relates to a response support system, a response support method, and a program. [Background technology]

[0002] Systems that support the customer service work of operators at contact centers (also called call centers) have been known for some time (Non-Patent Document 1). Such systems are called, for example, response support systems (or operator support systems), and generally have various functions such as a function to convert call content into text and a function to request assistance from a supervisor. A supervisor is someone who monitors the operator's calls and supports the operator's response work when a problem appears to be occurring or in response to a request for assistance from the operator. [Prior art documents] [Non-patent literature]

[0003] [Non-Patent Document 1] ForeSight Voice Mining, Internet<URL:https: / / www.ntt-tx.co.jp / products / foresight_vm / > Summary of the Invention [Problem to be solved by the invention]

[0004] However, in conventional call support systems, even when an operator requests assistance, the supervisor may not be able to respond promptly to the request. This is because the supervisor must first hear from the operator about the reason for the assistance request, but some operators have difficulty objectively and concisely explaining the reason for the assistance request. Furthermore, supervisors often perform various tasks in addition to monitoring the operator's calls, and may not notice the operator's assistance request. In particular, in recent years, both operators and supervisors may work from home, and it is thought that there are many cases where supervisors do not notice the operator's assistance request.

[0005] An embodiment of the present invention has been made in consideration of the above points, and aims to realize a quick response to a request for support. [Means for solving the problem]

[0006] In order to achieve the above-mentioned object, an answering support system according to one embodiment is a system that is communicatively connected to a first terminal used by a first user who answers the phone with a customer and a second terminal used by a second user who assists in the answering of the phone, and includes: a speech recognition unit that performs speech recognition on voice data from the answering of the phone and creates a speech recognition text that represents the results of the speech recognition; a summarization unit that, when a request for assistance regarding the answering of the phone is received from the first terminal, creates a summary text that summarizes the speech recognition text; and a notification unit that causes the second terminal to output a predetermined notification sound indicating that the request for assistance has been made and displays an answering support request notification including the summary text on the second terminal, and the notification unit displays the answering support request notification in a pop-up format that makes it easy for a user of the second terminal to notice the answering support requests, depending on the number of answering support requests. [Effects of the Invention]

[0007] It is possible to respond quickly to requests for support. [Brief explanation of the drawings]

[0008] [Figure 1] 1 is a diagram illustrating an example of the overall configuration of a contact center system according to an embodiment of the present invention. [Figure 2] FIG. 2 is a diagram illustrating an example of the functional configuration of the response support system, an operator terminal, and a supervisor terminal according to the present embodiment. [Figure 3] FIG. 10 is a sequence diagram showing an example of an operation when a request for assistance is made. [Figure 4] FIG. 10 is a diagram (part 1) showing an example of an operator monitoring screen and a support request notification. [Figure 5] FIG. 10 is a diagram (part 2) showing an example of an operator monitoring screen and a support request notification. [Figure 6] FIG. 10 is a sequence diagram showing an example of an operation when "view details" is selected in the support request notification. [Figure 7] FIG. 10 is a diagram (part 1) showing an example of a call details screen. [Figure 8] FIG. 10 is a diagram (part 2) showing an example of the call details screen. [Figure 9] FIG. 10 is a sequence diagram showing an example of an operation when "request to another SV" is selected in the support request notification. [Figure 10] 10A and 10B are diagrams illustrating an example of an operator monitoring screen and a support request notification when a support request is transferred from another supervisor. DETAILED DESCRIPTION OF THE INVENTION

[0009] An embodiment of the present invention will be described below. In this embodiment, a contact center system 1 will be described that is targeted at a contact center and enables a supervisor to quickly respond to a request for assistance from an operator. However, the contact center is just one example, and the system can be similarly applied to a location other than a contact center, such as a person working in an office, where a supervisor responds to a request for assistance from the person in charge. More generally, the system can be similarly applied to a situation where a person in charge requests assistance from another person regarding some task, and that person responds to the request for assistance.

[0010] <Overall configuration of contact center system 1> FIG. 1 shows an example of the overall configuration of a contact center system 1 according to this embodiment. As shown in FIG. 1, the contact center system 1 according to this embodiment includes a response support system 10, one or more operator terminals 20, one or more supervisor terminals 30, one or more telephones 40, a PBX (Private Branch Exchange) 50, a NW switch 60, and a customer terminal 70. The response support system 10, the operator terminals 20, the supervisor terminals 30, the telephones 40, the PBX 50, and the NW switch 60 are included 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 within the same building, but may be, for example, a system environment within multiple geographically separated buildings. In particular, the contact center environment E may include a system environment used by operators and supervisors working from home or remotely (for example, a system environment at the home of an operator or supervisor).

[0011] The response support system 10 is a server or a group of servers having various functions for supporting the operator's telephone response work. When a support request function, one of the functions of the response support system 10, is used, the response support system 10 notifies the supervisor of the support request from the operator in a manner that makes it easy for the supervisor to notice the support request, thereby enabling the supervisor to quickly start responding to the support request from the operator.

[0012] Although the response support system 10 has various functions, in this embodiment it is assumed that the response support system 10 has at least the following functions (1) to (6).

[0013] (1) Voice recognition function: A function that converts the contents of a conversation between an operator and a customer into text using packets (voice packets) sent from the NW switch 60. (2) Call text providing function: A function of providing all or part of the call contents converted into text by the voice recognition function (hereinafter also referred to as call text) to the operator terminal 20 or the supervisor terminal 30. (3) Search function: A function for searching call data containing various information related to calls between an operator and a customer, and providing the search results to the operator terminal 20 and the supervisor terminal 30. (4) Summary function: A function that creates a summary text that summarizes the call text. (5) Call monitoring function: a function of providing the supervisor terminal 30 with information for monitoring the operator's calls (for example, the call text of the call and NG words contained in the call text). (6) Support request function: A function that allows an operator to request support from a supervisor in response to a call. However, in addition to the above (1) to (6), the response support system 10 may have various other functions. For example, the response support system 10 may have various other functions, such as a function to identify the call reason (reason for incoming call) from the call text, a function to identify whether the call is inbound or outbound, a function to identify the reason for the support request from the call text, a function to provide chat between the operator terminal 20 and the supervisor terminal 30, a function to provide various analyses of the call data, etc. In addition to these, the response support system 10 may have various other functions, such as those described in Non-Patent Document 1 above.

[0014] The operator terminal 20 is a terminal such as a PC (personal computer) used by an operator. When an operator works from home or remotely, the operator terminal 20 may be installed in the operator's home, or the operator may use the operator terminal 20 from another terminal using an application such as a remote desktop.

[0015] The supervisor terminal 30 is a terminal such as a PC used by a supervisor. A supervisor (SV) is a person who monitors the calls of an operator and supports the operator in response to a call request or when a problem is likely to occur. Typically, a group of several to a dozen operators is composed of one group, and the calls of that group are monitored by one supervisor. If the supervisor works from home or remotely, the supervisor terminal 30 may be installed at the supervisor's home, or the supervisor terminal 30 may be installed at a call center and the supervisor may use the supervisor terminal 30 from another terminal using an application such as remote desktop.

[0016] The operator terminal 20 and the supervisor terminal 30 are not limited to PCs, and may be, for example, a smartphone, a tablet terminal, a wearable device, or the like.

[0017] The telephone 40 is an IP (Internet Protocol) telephone (such as a fixed IP telephone or a mobile IP telephone) used by an operator. Generally, one operator terminal 20 and one telephone 40 are installed at an operator's desk.

[0018] The PBX 50 is a telephone exchange (IP-PBX) and is connected to a communication network 80 including a Voice over Internet Protocol (VoIP) network and a Public Switched Telephone Network (PSTN).

[0019] The NW switch 60 relays packets (voice packets) between the telephone 40 and the PBX 50, and also captures the packets and transmits them to the response support system 10.

[0020] The customer terminal 70 is a variety of terminals used by customers, such as a smartphone, a mobile phone, or a landline phone.

[0021] The overall configuration of the contact center system 1 shown in Fig. 1 is an example, and other configurations are also possible. For example, in the example shown in Fig. 1, the PBX 50 is an on-premise telephone exchange, but it may also be a telephone exchange implemented by a cloud service. Also, for example, when the response support system 10 is implemented by a single server, it may be called a response support device or the like. Furthermore, when the operator terminal 20 also functions as an IP telephone, the operator terminal 20 and the telephone 40 may be integrated into one unit.

[0022] <Functional Configuration of Response Support System 10, Operator Terminal 20, and Supervisor Terminal 30> FIG. 2 shows an example of the functional configuration of the response support system 10, the operator terminal 20, and the supervisor terminal 30 according to this embodiment.

[0023] <Response Support System 10> As shown in FIG. 2, the customer service assistance system 10 according to this embodiment includes a recording unit 101, a customer service assistance unit 102, and a customer service request notification unit 103. These units are implemented, for example, by one or more programs installed in the customer service assistance system 10, which are executed by a processor such as a CPU (Central Processing Unit). The customer service assistance system 10 according to this embodiment also includes a call data storage unit 104. The call data storage unit 104 is implemented, for example, by an auxiliary storage device such as an HDD (Hard Disk Drive) or an SSD (Solid State Drive). The call data storage unit 104 may also be implemented, for example, by a storage device connected to the customer service assistance system 10 via a communication network.

[0024] The recording unit 101 receives the voice packets transmitted from the NW switch 60, associates the voice data contained in the voice packets with a call ID, and stores the associated voice data as call data in the call data storage unit 104. The call ID is information that uniquely identifies a call between an operator and a customer.

[0025] The response support unit 102 realizes various functions such as a voice recognition function, a call text providing function, a search function, a summary function, a call monitoring function, and a support request function (i.e., the functions shown in (1) to (6) above). Here, the voice recognition function performs voice recognition on the voice data included in the voice packet received by the recording unit 101, and the call text that is the voice recognition result is associated with the call ID and stored as call data in the call data storage unit 104. Note that the response support unit 102 may realize various functions to support the operator in answering the phone, in addition to the functions shown in (1) to (6) above.

[0026] When the support request function is used on the operator terminal 20, the support request notification unit 103 notifies the supervisor of the support request from the operator terminal 20 in a manner that is easy for the supervisor to notice and also notifies the supervisor of information necessary to understand the reason for the support request.

[0027] The call data storage unit 104 stores call data. Call data is data containing various information related to a call between an operator and a customer, and includes various information associated with the call ID of the call. Information contained in the call data includes, for example, a call text, which is the voice recognition result for the voice data of the call, the voice data of the call, the operator ID and name of the operator who answered the call, the call date and time and duration of the call, the customer phone number of the call, etc. However, these are just examples, and the call data may not include all of this information, or may include information other than these. The operator ID is information that uniquely identifies an operator.

[0028] <Operator terminal 20> 2, the operator terminal 20 according to this embodiment includes a UI unit 201. The UI unit 201 is realized, for example, by processing in which one or more programs installed in the operator terminal 20 are executed by a processor such as a CPU.

[0029] The UI unit 201 displays various UI (user interface) screens on a display and accepts operations by an operator on these UI screens. Examples of UI screens displayed by the UI unit 201 include an operator support screen that displays call text in real time during a call and includes a button for requesting support from a supervisor.

[0030] <Supervisor terminal 30> 2, the supervisor terminal 30 according to this embodiment includes a UI unit 301. The UI unit 301 is realized, for example, by a process in which one or more programs installed in the supervisor terminal 30 are executed by a processor such as a CPU.

[0031] The UI unit 301 displays various UI screens on a display and accepts operations on these UI screens by the supervisor. Examples of UI screens displayed by the UI unit 301 include an operator monitoring screen for monitoring calls of operators predetermined by the supervisor.

[0032] <Example of operation> The following describes an example of operation when an operator at a certain operator terminal 20 is in a call with a customer and the operator's request for assistance is notified to a supervisor. It is assumed that voice packets during the call are received by the recording unit 101, and a call text is obtained in real time from the voice data contained in the voice packets using a voice recognition function.

[0033] <<Example of operation when requesting support>> First, an example of the operation when the operator requests assistance from the supervisor will be described with reference to FIG.

[0034] The UI unit 201 of the operator terminal 20 accepts a support request operation by an operator (step S101). Here, the operator can perform the support request operation on, for example, an operator support screen. At this time, the operator may select the reason for the support request from predetermined options or freely input the reason for the support request. Note that the operator may perform the support request operation without specifying a specific supervisor, or may perform the support request operation by specifying a specific supervisor. If a specific supervisor is not specified, a supervisor that monitors calls of the group to which the operator who performed the support request operation belongs is specified.

[0035] When the UI unit 201 of the operator terminal 20 accepts the support request operation by the operator, it transmits the support request to the response support system 10 (step S102). Here, the support request includes the call ID of the call. Note that the support request may also include, in addition to the call ID, for example, the reason (reason for support request) selected or input by the operator in the above step S101.

[0036] When the support request notification unit 103 of the response support system 10 receives the support request from the operator terminal 20, it transmits a summary acquisition request to the response support unit 102 (step S103). Here, the summary acquisition request includes the call ID of the call.

[0037] When the response support unit 102 of the response support system 10 receives the summary acquisition request, it creates a summary text from the call data of the call ID included in the summary acquisition request (step S104). That is, the response support unit 102 creates a summary text by summarizing the call text included in the call data of the call ID (e.g., the call text for a predetermined time period until the support request operation is performed) using a text summarization technique, which is one of the known natural language processing techniques. At this time, the response support unit 102 may, for example, identify the operator name of the operator handling the call, identify the current call reason for the call, or identify whether the call is inbound or outbound. Furthermore, the response support unit 102 may, for example, identify the reason for the support request from the call text by treating the support request as a question and the reason for the support request as an answer using a question answering technique, which is one of the known natural language processing techniques.

[0038] The response support unit 102 of the response support system 10 transmits the summary text created in step S104 to the support request notification unit 103 (step S105). At this time, the response support unit 102 may transmit not only the summary text but also, for example, the operator name, the call reason, inbound / outbound, the reason for the support request, etc.

[0039] When the support request notification unit 103 of the response support system 10 receives the summary text, etc., it sends a support request notification to the supervisor terminal 30 of the corresponding supervisor (i.e., for example, a supervisor designated by the operator or a supervisor monitoring calls of the group to which the operator who performed the support request operation belongs) (step S106). Here, the support request notification includes the call ID and the summary text. Note that the support request notification may include not only the call ID and the summary text, but also, for example, the operator name, call reason, inbound / outbound, reason for the support request, etc. In the following, it is assumed that the support request notification includes the call ID, summary text, operator name, call reason, inbound / outbound, and reason for the support request.

[0040] When the UI unit 301 of the supervisor terminal 30 receives the support request notification from the response support system 10, it displays the support request notification in a manner that makes it easy for the supervisor to notice the support request and that includes information necessary for understanding the reason for the support (step S107). Specifically, the UI unit 301, for example, pops up the support request notification on the operator monitoring screen together with a predetermined sound (notification sound). Note that the notification sound is any sound that is set in advance, but is not limited to so-called sound effects, and may be, for example, a song, a melody, a voice (including synthesized voice), or the like.

[0041] An example of the operator monitoring screen and the support request notification displayed as a pop-up on the operator monitoring screen is shown in Fig. 4. In the example shown in Fig. 4, a support request notification 2000 is displayed as a pop-up on the operator monitoring screen 1000.

[0042] The operator monitoring screen 1000 shown in Fig. 4 is an operator monitoring screen displayed on the supervisor terminal 30 of supervisor "Suzuki Tsugiko," and includes a monitored operator display field 1001 that displays the names of the operators to be monitored and an icon (hereinafter also referred to as a palm icon) indicating whether or not the operator has requested support. In the example shown in Fig. 4, three operators, "Yamada Hanako," "Tanaka Ichiro," and "Sato Jiro," are monitored, and the palm icon of operator "Tanaka Ichiro," who has requested support, is displayed with a solid line. On the other hand, the palm icons of operators "Yamada Hanako" and "Sato Jiro," who have not requested support, are displayed with a dashed line.

[0043] The support request notification 2000 shown in Figure 4 also displays the operator name, reason for the support request, inbound / outbound, call reason, and summary text included in the support request notification. In the example shown in Figure 4, the operator name is "Ichiro Tanaka," the reason for the support request is "Put my boss in (CS)," "Inbound," the call reason is "Cancellation," and the summary text is "I want to cancel the product because it is unusable. Isn't it strange that a fee is charged when the cancellation is due to a product defect?". Note that "CS" in the support request reason indicates that the reason is attributable to the customer. On the other hand, reasons attributable to the operator are written as "OP."

[0044] 4 includes a "View details" button 2001 for checking the detailed contents of the call for which support has been requested, a "Request another SV" button 2002 for requesting (transferring) the support request to another supervisor, and a "Clear" button 2003 for hiding the support request notification 2000. An example of the operation when the "View details" button 2001 or the "Request another SV" button 2002 is selected by the supervisor will be described later.

[0045] The support request notification 2000 shown in FIG. 4 is displayed as a pop-up together with a predetermined notification sound, allowing the supervisor to easily know that a support request has been made. Moreover, since the support request notification 2000 displays a text summary of the call for which the support request was made, the supervisor can know what support the supervisor needs to provide without having to ask the operator about the reason for the support request, and can respond to the support request quickly (in other words, the time it takes to actually provide support to the operator can be shortened). However, displaying the text summary of the call is just one example, and is not limited to this. Other information may be displayed as long as it allows the supervisor to know what support the supervisor needs to provide. Note that if the support request notification 2000 displays the reason for the support request, the call reason, inbound / outbound, etc., the supervisor can know in more detail what support the supervisor needs to provide.

[0046] In the example shown in Figure 4, the support request notification is displayed as a pop-up on the operator monitoring screen, but this is just one example. If the supervisor is looking at another screen, the support request notification will be displayed as a pop-up on that screen. In other words, the support request notification will be displayed as a pop-up in the foreground. This makes it possible for the supervisor to be made aware of the support request even if he or she is performing a task other than monitoring the operator's call.

[0047] Furthermore, when the supervisor terminal 30 receives multiple support request notifications, these multiple support request notifications are displayed as pop-ups. This is shown in FIG. 5. In the example shown in FIG. 5, two support request notifications, a support request notification 2000 and a support request notification 2100, are displayed as pop-ups. Note that the support request notification 2100 also includes a "View details" button 2101, a "Request another SV" button 2102, and a delete button 2103. Note that when multiple support request notifications are displayed as pop-ups, for example, the notification sound and its volume may be changed depending on the number of support request notifications. In particular, the more support request notifications there are, the more noticeable the notification sound and the louder the volume may be.

[0048] Furthermore, log information accompanying the support request (e.g., the operator ID and operator name of the operator who made the support request, the date and time of the support request, the supervisor name of the supervisor who received the support request, etc.) may be stored as call data in the call data storage unit 104. This allows the log information accompanying the support request to be used for analysis to improve the quality of service, for example.

[0049] <<When "View details" is selected in the support request notification>> Next, an example of the operation when a support request notice is displayed on the supervisor terminal 30 and the supervisor selects "View details" for the support request notice will be described with reference to FIG.

[0050] The UI unit 301 of the supervisor terminal 30 accepts the supervisor's selection of the "View details" button (for example, the selection of the "View details" button 2001 included in the support request notice 2000 in the example shown in FIG. 4) (step S201).

[0051] When the UI unit 301 of the supervisor terminal 30 receives a selection operation of the "View details" button by the supervisor, it transmits a call details acquisition request to the response support system 10 (step S202). Here, the call details acquisition request includes the call ID of the call for which the support request was made.

[0052] When the response support unit 102 of the response support system 10 receives the call detail acquisition request from the supervisor terminal 30, it acquires call detail information from the call data of the call ID included in the call detail acquisition request (step S203). That is, the response support unit 102 acquires various information (e.g., call text, etc.) included in the call ID of the call ID as the call detail information.

[0053] The response support unit 102 of the response support system 10 transmits the call detail information acquired in step S203 above to the supervisor terminal 30 (step S204).

[0054] When the UI unit 301 of the supervisor terminal 30 receives the call detail information from the response support system 10, it displays a call detail screen from the call detail information (step S205). An example of the call detail screen is shown in FIG. 7. The call detail screen 3000 shown in FIG. 7 includes a call text display field 3100 in which the call text of the call for which a support request has been made is displayed in real time. In the example shown in FIG. 7, the call text display field 3100 displays call texts 3101 to 3106 in chronological order. This allows the supervisor to check the current and past call texts of the calls for which a support request has been made to the supervisor in chronological order, and to decide what kind of support to provide to the operator.

[0055] Here, when deciding what kind of assistance to provide to the operator, the supervisor may want to check not only the call for which the assistance request was made but also past calls made by the customer of the call. For this reason, in the above-mentioned step S203, in addition to the call detailed information of the call for which the assistance request was made, call detailed information of past calls made by the same customer as the call may be acquired, and these multiple call detailed information may be sent to the supervisor terminal 30 in the above-mentioned step S204. In such a case, in the above-mentioned step S205, a call detail screen 4000 such as that shown in FIG. 8 is displayed from these multiple call detailed information. The call detail screen 4000 shown in FIG. 8 includes a call detail list 4100 that displays the call detailed information of the call for which the assistance request was made and the call detailed information of past calls made by the same customer as the call in a list. In the example shown in FIG. 8, the call detail list 4100 displays call detailed information 4101 of the call for which the assistance request was made and call detailed information 4102 to 4104 of past calls made by the same customer as the call in a list. In the example shown in Figure 8, the call details for a call in which a support request was made include at least the call date and time, the operator name, the customer phone number, and the call text, and the call details for a call with the same customer as that call also include the call duration.

[0056] This enables the supervisor to check past calls made by the same customer as the call for which the support request was made, and to understand, for example, customer complaints arising from past calls or customer complaints that are continuous with past calls, and to provide support to the operator. Note that when the supervisor selects desired call detail information from the call detail list 4100 of the call detail screen 4000 shown in Fig. 8, a call detail screen similar to that shown in Fig. 7 may be displayed for the selected call detail information.

[0057] <<When "Request to another SV" is selected in the support request notification>> An example of operation when a supervisor selects "Request another SV" in response to a support request notification displayed on the supervisor terminal 30 will be described with reference to FIG. 9 . Here, for example, a supervisor may be unable to respond to a support request from an operator due to being busy with other tasks. In such a case, by selecting "Request another SV," the supervisor can request (transfer) the support request to another supervisor. In the following, as an example, the supervisor terminal 30 displaying the support request notification will be referred to as "supervisor terminal 30A," and the supervisor terminal 30 to which the support request notification will be transferred will be referred to as "supervisor terminal 30B." Furthermore, the supervisor using supervisor terminal 30A will be referred to as "supervisor A," and the supervisor using supervisor terminal 30B will be referred to as "supervisor B."

[0058] The UI unit 301 of the supervisor terminal 30A accepts the selection operation of the "Request another SV" button by the supervisor A (for example, the selection operation of the "Request another SV" button 2002 included in the support request notification 2000 in the example shown in FIG. 4) (step S301). At this time, the supervisor A may select the "Request another SV" button without specifying a specific supervisor as the transfer destination of the support request, or may select the "Request another SV" button by specifying a specific supervisor B as the transfer destination of the support request. If a specific supervisor is not specified, a predetermined supervisor is designated as the transfer destination of the support request.

[0059] When the UI unit 301 of the supervisor terminal 30A receives a selection operation of the "Request another SV" button by the supervisor A, it transmits a support request transfer request to the response support system 10 (step S302). Here, the support request transfer request includes the call ID of the call from which the support request was made, the supervisor ID of the supervisor A who is the source of the support request (hereinafter also referred to as the transfer source supervisor ID), and the supervisor ID of the supervisor B who is designated as the destination of the support request (hereinafter also referred to as the transfer destination supervisor ID). The supervisor ID is information that uniquely identifies a supervisor.

[0060] When the support request notification unit 103 of the response support system 10 receives a support request transfer request from the supervisor terminal 30A, it identifies the supervisor name of the transfer source supervisor ID included in the support request transfer request, and then transmits a support request notification to the supervisor terminal 30B of the transfer destination supervisor ID included in the support request transfer request (step S303). Here, the support request notification includes the supervisor name of the transfer source supervisor ID and various information included in the support request notification to be transferred (such as the call ID and summary text). Note that the various information included in the support request notification to be transferred may include, in addition to the call ID and summary text, for example, the operator name, call reason, inbound / outbound, reason for the support request, etc.

[0061] When the UI unit 301 of the supervisor terminal 30B receives the support request notification from the response support system 10, it displays the support request notification in a manner that makes it easy for the supervisor to notice the support request and that includes information necessary for the supervisor to understand the reason for the support (step S304). Specifically, the UI unit 301 displays the support request notification as a pop-up on the operator monitoring screen together with a predetermined sound (notification sound), for example, as in step S107 of Fig. 3 .

[0062] Here, an example of an operator monitoring screen and a support request notification displayed as a pop-up on the screen when a support request is transferred from another supervisor is shown in Fig. 10. In the example shown in Fig. 10, a support request notification 2200 transferred from the supervisor terminal 30A is displayed as a pop-up on the operator monitoring screen 1100 displayed on the supervisor terminal 30B.

[0063] The operator monitoring screen 1100 shown in Fig. 10 is an operator monitoring screen displayed on the supervisor terminal 30B of "Yamada Goro," who is Supervisor B, and includes a monitored operator display field 1101 that displays the names of the operators to be monitored and a palm icon indicating whether or not the operator has requested support. In the example shown in Fig. 10, three operators, "Tanaka Ichiro," "Kobayashi Saburo," and "Sasaki Taro," are monitored, and the palm icon of the operator "Tanaka Ichiro" who has requested support is displayed with a solid line. On the other hand, the palm icons of the operators "Kobayashi Saburo" and "Sasaki Taro," who have not requested support, are displayed with a dashed line.

[0064] 10 shows the support request notification 2200, which displays the supervisor name, operator name, reason for the support request, inbound / outbound, call reason, and summary text included in the support request notification. In the example shown in FIG. 10, the supervisor name "Suzuki Tsugiko," the operator name "Tanaka Ichiro," the reason for the support request "Put my boss in (CS)," "Inbound," the call reason "Cancellation," and the summary text "I want to cancel the product because it is unusable. Isn't it strange that a fee is charged when the cancellation is due to a product defect?" are displayed. Note that the supervisor name is the name of the supervisor who transferred the support request, and the operator name is the name of the operator who actually made the support request.

[0065] 4, the support request notification 2200 shown in Fig. 10 includes a "View details" button 2201 for checking the detailed contents of the call for which support has been requested, a "Request another SV" button 2202 for requesting (transferring) the support request to another supervisor, and a "Clear" button 2203 for hiding the support request notification 2200. Note that the operation when the "View details" button 2201 or the "Request another SV" button 2202 is selected by the supervisor has already been described.

[0066] <Modification> In the above embodiment, the palm icon displayed in the monitored operator display field on the operator monitoring screen simply indicates whether or not a support request has been made, but this is not limited to this, and for example, the palm icon may also indicate the status of the support request.

[0067] For example, the palm icon may be displayed as a solid line, and red may indicate "support request not yet handled," purple may indicate "support request declined," green may indicate "another SV has handled it," and blue may indicate "I would like to consult after the call ends," etc. In addition, in this case, for example, if "another SV has handled it," the name of the supervisor who handled the support request may be displayed below the palm icon, or the name of the supervisor who handled the support request may be displayed when the mouse cursor or the like is hovered over the palm icon.

[0068] <Summary> As described above, in the response support system 10 according to this embodiment, a support request notification from an operator is displayed as a pop-up on the corresponding supervisor terminal 30 along with a predetermined notification sound (in other words, a push notification is generated along with a predetermined notification sound). This makes it easier for a supervisor to notice the support request even when the supervisor is performing other tasks, and enables the supervisor to quickly start responding to the support request.

[0069] In addition, since the request for assistance from the operator includes "information that allows the supervisor to know the content of the assistance that should be provided," such as a summary text of the call content, the supervisor can easily understand the content of the call for which assistance is requested and can respond appropriately.

[0070] Furthermore, even if an operator who receives a support request notification is unable to respond to the support request, the support request can be transferred to another operator. This makes it possible to prevent situations where an operator is unable to accept a support request due to, for example, a supervisor being busy, which can result in improved customer satisfaction.

[0071] The present invention is not limited to the above-described specifically disclosed embodiments, and various modifications, changes, and combinations with known technologies are possible without departing from the scope of the claims. [Explanation of symbols]

[0072] 1. Contact Center System 10. Response Support System 20 Operator terminal 30 Supervisor Terminal 40 Telephone 50 PBX 60 Network Switch 70 Customer terminals 80 Communication Network 101 Recording Section 102 Response Support Department 103 Support Request Notification Department 104 Call data storage unit 201 UI section 301 UI section

Claims

1. A response support system that is communicably connected to a first terminal used by a first user who responds to a customer by telephone and a second terminal used by a second user who supports the response to the customer by telephone, a speech recognition unit that performs speech recognition on the speech data of the telephone answering and creates a speech recognition text that represents the result of the speech recognition; a summarization unit that, upon receiving the request for assistance regarding telephone answering from the first terminal, creates a summary text by summarizing the speech-recognized text; a notification unit that causes the second terminal to output a predetermined notification sound indicating that the support request has been made, and that causes the second terminal to display a support request notification including the summary text; and The notification unit The support system displays the support request notification in a pop-up format in accordance with the number of support requests so that the user of the second terminal can easily notice the support requests.

2. 2. The response support system of claim 1, wherein the manner in which the user is more likely to notice the assistance requests includes at least one of making the notification sound more noticeable to the user the greater the number of assistance requests, and increasing the volume of the notification sound the greater the number of assistance requests.

3. a response support system that is communicably connected to a first terminal used by a first user who responds to a customer by telephone and a second terminal used by a second user who supports the response to the customer by telephone; a speech recognition step of performing speech recognition on the speech data of the telephone answering and creating a speech recognition text representing the result of the speech recognition; a summarization step of generating a summary text by summarizing the speech-recognized text when the request for assistance regarding answering the telephone call is received from the first terminal; a notification step of outputting a predetermined notification sound indicating that the support request has been made from the second terminal and displaying a support request notification including the summary text on the second terminal; Run The notification procedure includes: The method further comprises popping up the support request notification in a manner that makes it easy for the user of the second terminal to notice the support requests, depending on the number of support requests.

4. A program that causes a computer to function as the response support system according to claim 1 or 2.

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