Telephone response support apparatus, telephone response support method, program, and recording medium

Abstract

An object of the present disclosure is to provide a telephone response support device capable of automatically performing a response suitable for a telephone content.SOLUTION: A telephone response support device according to the present disclosure includes a telephone information acquisition unit, a registration information acquisition unit, and a response information generation unit, wherein the telephone information acquisition unit acquires telephone information based on an incoming telephone call from a customer, the registration information acquisition unit acquires registration information associated with the telephone information, and the response information generation unit generates response information related to a response to the incoming telephone call based on the registration information.SELECTED DRAWING: Figure 1

Description

[Technical Field]

[0001] The present disclosure relates to a telephone response support device, a telephone response support method, a program, and a recording medium. [Background technology]

[0002] In telephone handling operations, a technology has been disclosed that transfers calls to an operator who can appropriately respond to customer requests (Patent Document 1). [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Application Laid-Open No. 2009-081627 Summary of the Invention [Problem to be solved by the invention]

[0004] The technology in Cited Document 1 transfers the call to a temporary operator based on the desired items selected by the customer, confirms the details, and the operator inputs the confirmation results to realize appropriate call transfer. However, when handling calls, it is necessary to automatically respond appropriately depending on the call received.

[0005] Therefore, an object of the present disclosure is to provide a telephone response support device that can automatically respond appropriately to the content of a telephone call. [Means for solving the problem]

[0006] In order to achieve the above object, the telephone response support device according to the present disclosure comprises: The system includes a telephone information acquisition unit, a registration information acquisition unit, and a correspondence information generation unit, the telephone information acquisition unit acquires telephone information based on an incoming call from a customer; the registration information acquisition unit acquires registration information linked to the telephone information, The response information generating unit generates response information relating to a response to the incoming call based on the registration information.

[0007] The telephone response support method according to the present disclosure includes: The method includes a telephone information acquisition step, a registration information acquisition step, and a response information generation step, The telephone information acquiring step acquires telephone information based on an incoming call from a customer, The registration information acquisition step acquires registration information linked to the telephone information, the response information generating step generates response information relating to a response to the incoming call based on the registration information; Each of the steps is performed by a computer.

[0008] The program according to the present disclosure is The method includes a telephone information acquisition procedure, a registration information acquisition procedure, and a correspondence information generation procedure, The telephone information acquisition step acquires telephone information based on an incoming call from a customer, The registration information acquisition step includes acquiring registration information linked to the telephone information, the response information generating step generates response information relating to a response to the incoming call based on the registration information; It is a program for causing a computer to execute each of the above procedures.

[0009] The recording medium according to the present disclosure includes: The method includes a telephone information acquisition procedure, a registration information acquisition procedure, and a correspondence information generation procedure, The telephone information acquisition step acquires telephone information based on an incoming call from a customer, The registration information acquisition step includes acquiring registration information linked to the telephone information, the response information generating step generates response information relating to a response to the incoming call based on the registration information; It is a computer-readable recording medium that records a program for causing a computer to execute each of the above procedures. [Effects of the Invention]

[0010] According to the present disclosure, an appropriate response can be automatically taken in response to an incoming call. [Brief explanation of the drawings]

[0011] [Figure 1] FIG. 1 is a block diagram showing an example of the configuration of a telephone response support device according to the present disclosure. [Figure 2] FIG. 2 is a block diagram showing an example of a hardware configuration of a telephone response support device according to the present disclosure. [Figure 3] FIG. 3 is a flowchart showing an example of the processing operation of the telephone response support device according to the present disclosure. [Figure 4] FIG. 4 is a flowchart showing an example of a specific process example of the telephone response support device according to the present disclosure. [Figure 5] FIG. 5 is a flowchart showing another example of a specific process performed by the telephone response support device according to the present disclosure. [Figure 6] FIG. 6 is a block diagram showing another example of the configuration of a telephone response support device according to the present disclosure. [Figure 7] FIG. 7 is a flowchart showing another example of the processing operation of the telephone response support device according to the present disclosure. [Figure 8] FIG. 8 is a block diagram showing yet another example of the configuration of a telephone response support device according to the present disclosure. [Figure 9] FIG. 9 is a flowchart showing yet another example of the processing operation of the telephone response support device according to the present disclosure. [Figure 10] FIG. 10 is a block diagram showing yet another example of the configuration of a telephone response support device according to the present disclosure. [Figure 11] FIG. 11 is a flowchart showing yet another example of the processing operation of the telephone response support device according to the present disclosure. [Figure 12] FIG. 12 is a reference diagram illustrating an example of a connection between a telephone response support device according to the present disclosure and another device. [Figure 13] FIG. 13 is a flow chart illustrating an example of a combination of embodiments of a telephone response support device according to the present disclosure. [Figure 14] FIG. 14 is a flowchart illustrating another example of a combination of embodiments of a telephone response support device according to the present disclosure. DETAILED DESCRIPTION OF THE INVENTION

[0012] Embodiments of the present disclosure will be described with reference to the drawings. The present disclosure is not limited to the following embodiments. In the following drawings, the same parts are denoted by the same reference numerals. Furthermore, the descriptions of the embodiments can be mutually incorporated unless otherwise specified, and the configurations of the embodiments can be combined unless otherwise specified.

[0013] [Embodiment 1] An example of the configuration of a telephone response support device 10 (hereinafter also referred to as "the device 10") according to the present disclosure will be described below with reference to Fig. 1. As shown in Fig. 1, the device 10 includes a telephone information acquisition unit 11, a registration information acquisition unit 12, and a response information generation unit 13. Furthermore, although not shown, the device 10 may include, for example, an input unit, an output unit, a display unit, and / or a storage unit.

[0014] The device 10 may be, for example, a single device including the above-described units, or a device in which the units can be connected via a communication network. The device 10 can also be connected to an external device (described later) via the communication network. The communication network is not particularly limited and may be any known network, for example, wired or wireless. Examples of the communication network include the Internet, the World Wide Web (WWW), an Internet Protocol (IP) communication network, a Virtual Private Network (VPN), a telephone line, a Local Area Network (LAN), a Storage Area Network (SAN), a Delay Tolerant Networking (DTN), a Low Power Wide Area Network (LPWA), and a Local 5G (L5G). Examples of wireless communication include Wi-Fi (registered trademark), Bluetooth (registered trademark), Local 5G, and LPWA. Examples of wireless communication include direct communication between devices (Ad Hoc communication), infrastructure communication, and indirect communication via an access point. The device 10 may be incorporated into a system server, for example. The device 10 may be, for example, a personal computer (PC, for example, a desktop or notebook type) on which the program of the present disclosure is installed, a smartphone, a tablet terminal, etc. Furthermore, the device 10 may be in the form of cloud computing or edge computing, for example, in which at least one of the units is located on a server and the other units are located on a terminal.

[0015] Next, an example of the hardware configuration of the device 10 will be described with reference to Fig. 2. The device 10 includes, for example, a central processing unit (CPU, GPU, etc.) 101, a memory 102, a bus 103, a storage device 104, an input device 105, an output device 106, a communication device 107, etc. Each part of the device 10 is connected to each other via the bus 103 and each interface (I / F).

[0016] The central processing unit 101 cooperates with other components via a controller (such as a system controller or an I / O controller) and controls the entire device 10. In the device 10, the central processing unit 101 executes, for example, the program disclosed herein and other programs, and also reads and writes various types of information. Specifically, for example, the central processing unit 101 functions as a telephone information acquisition unit 11, a registration information acquisition unit 12, and a correspondence information generation unit 13. If the device 10 includes the output unit, the central processing unit 101 may function as the output unit. The device 10 may include, as a computing device, another computing device such as a CPU, a GPU (Graphics Processing Unit), or an APU (Accelerated Processing Unit), or may include a combination of a CPU and these.

[0017] The bus 103 can also be connected to, for example, external devices. Examples of the external devices include a user terminal, an external storage device (such as an external database), a printer, an external input device, an external display device, and an external imaging device. The device 10 can be connected to an external network (the communication line network) by, for example, a communication device 107 connected to the bus 103, and can also be connected to other devices via the external network.

[0018] The memory 102 may be, for example, a main memory (primary storage device). When the central processing unit 101 performs processing, the memory 102 reads various operating programs, such as the program of the present disclosure, stored in the storage device 104 (described later), and the central processing unit 101 receives data from the memory 102 and executes the programs. The main memory may be, for example, a RAM (random access memory). The memory 102 may also be, for example, a ROM (read only memory).

[0019] The storage device 104 is also referred to as an auxiliary storage device, for example, in contrast to the main memory (primary storage device). As described above, the storage device 104 stores an operating program including the program of the present disclosure. The storage device 104 may be, for example, a combination of a recording medium and a drive for reading and writing data from and to the recording medium. The recording medium is not particularly limited and may be, for example, an internal or external type, such as a hard disk (HD), CD-ROM, CD-R, CD-RW, MO, DVD, flash memory, or memory card. The storage device 104 may be, for example, a hard disk drive (HDD) or a solid-state drive (SSD) in which the recording medium and drive are integrated. When the device 10 includes the storage unit, for example, the storage device 104 functions as the storage unit. The storage unit can store, for example, telephone information, registration information, and correspondence information, which will be described later.

[0020] In the present device 10, the memory 102 and the storage device 104 can also store various information such as log information, information acquired from an external database (not shown) or an external device, information generated by the present device 10, and information used when the present device 10 executes processing. In this case, the memory 102 and the storage device 104 may store, for example, the telephone information. Note that at least a portion of the information may be stored, for example, in an external server other than the memory 102 and the storage device 104, or may be stored in a distributed manner across multiple terminals using blockchain technology or the like.

[0021] The device 10 further includes, for example, an input device 105 and an output device 106. Examples of the input device 105 include pointing devices such as a touch panel, track pad, and mouse; a keyboard; imaging means such as a camera and scanner; card readers such as an IC card reader and a magnetic card reader; and audio input means such as a microphone. Examples of the output device 106 include display devices such as an LED display and a liquid crystal display; audio output devices such as a speaker; and a printer. In the first embodiment, the input device 105 and the output device 106 are configured separately, but the input device 105 and the output device 106 may be configured as an integrated device, such as a touch panel display.

[0022] Next, an example of the telephone response support method according to the present disclosure will be described using the flowchart of Fig. 3. The telephone response support method according to the present disclosure is implemented as follows, for example, using the device 10 of Fig. 1 or Fig. 2. Note that the telephone response support method according to the present disclosure is not limited to use of the device 10 of Fig. 1 or Fig. 2.

[0023] First, the telephone information acquisition unit 11 acquires telephone information based on an incoming call from a customer (S1, telephone information acquisition step). The telephone information is information obtained by a telephone call from a customer. The telephone information is information input by the customer, such as the reservation date, postal code, vaccination ticket number, membership number, telephone number, date of birth, and selection code selection information. The telephone information is not limited to information input by the customer and may be, for example, voice information generated by the telephone. The telephone information may also be information obtained from the incoming call itself, such as the destination telephone number and the source telephone number, or information about the incoming call itself. Thus, the telephone information is not limited and may be any information obtained from a telephone call. Furthermore, the device 10 may execute processing of each unit (for example, at least one unit selected from the group consisting of the telephone information acquisition unit 11, the registration information acquisition unit 12, the response information generation unit 13, the response information generation unit 13 in other embodiments described below, the response processing unit 14, the voice synthesis unit 15, and the character conversion processing unit 16) during a call based on the incoming call. This allows the device to perform various processes in parallel during a call.

[0024] Next, the registration information acquisition unit 12 acquires registration information linked to the telephone information (S2, registration information acquisition step). The registration information is information linked to the telephone information for determining, for example, a response method for customer calls and generating response content. The registration information is, for example, a store name, store ID, store number, etc. corresponding to the destination telephone number. The registration information is not limited to this and may be any information necessary for answering telephone calls, such as the name of the venue to be reserved, available dates and times, address, telephone number of the responsible store, URL of map information, customer name, product name, shipping date, delivery date, and invoice number. Furthermore, the registration information is not limited to information for generating response content, but may also be information for allocating response methods, such as business hours, information instructing call forwarding, information instructing voice guidance for customers, or information instructing notification to customers via SMS or the like. Furthermore, the registration information may be, for example, a template for a guidance message for customers. In this way, the registration information is not limited to this and may be any information linked to the telephone information for answering telephone calls. Furthermore, the registration information may be stored in, for example, a storage unit of the device 10, or may be stored in an external device such as an external database. Therefore, the registration information acquisition unit 12 acquires the registration information by, for example, extracting the registration information corresponding to the telephone information from an external database via a communication line. Acquisition of the registration information is not limited to this, and any method may be used, for example, by extracting and acquiring the registration information from a storage unit of the device 10. Note that, in the present disclosure, the number of pieces of registration information linked to the telephone information may or may not have an upper limit. If there is no upper limit on the number of pieces of registration information linked to the telephone information, for example, by registering information about a large number of stores, etc. for each specific telephone number, it becomes possible to read out appropriate information during a call.

[0025] Next, the response information generation unit 13 generates response information related to the response to the incoming call based on the registration information (S3, response information generation step). The response information includes information instructing a response method, such as voice response processing, call forwarding processing, reservation acceptance processing, customer notification processing, and recording of voice information related to the call. The response information is not limited to the above examples and may include information necessary to implement the response method, such as a telephone number for call forwarding processing. The response information may also include information regarding the content of the response to the customer, such as the content of voice guidance in the voice response and the content of the notification to be sent to the customer. Furthermore, the response information may include information regarding the content of additional processing, such as information presenting availability information and allowing the customer to select. The response information may be a combination of multiple pieces of information, such as a combination of voice response instructions and voice guidance content, and call forwarding instructions and a forwarding destination phone number. According to the present disclosure, for example, information regarding the content of the response to the customer can be generated as the response information. Therefore, according to the present disclosure, for example, it is possible to standardize voice guidance at multiple locations, and to dynamically switch the location name and forwarding phone number in the guidance for each location. Therefore, according to the present disclosure, it is possible to significantly reduce the operational workload for voice guidance.

[0026] The correspondence information generation unit 13 generates the correspondence information by, for example, combining the registration information acquired by the registration information acquisition unit 12. The method for generating the correspondence information is not limited to combining the registration information. For example, the correspondence information may be generated according to a predetermined standard set by the device 10, or by combining it with a template stored in the storage unit of the device 10. The generation method may also use telephone information. The standard may be, for example, a setting to forward an incoming call. In this case, for example, the correspondence information generation unit 13 combines the forwarding destination phone number acquired by the registration information acquisition unit 12 with the forwarding processing standard set by the device 10 to generate information to be forwarded to the forwarding destination phone number. The template may be, for example, a standardized text for a voice response. In this case, for example, the correspondence information generation unit 13 incorporates the store name acquired by the registration information acquisition unit 12 into the standardized text to generate a sentence to be used in the voice response. Note that the template is not limited to one stored in the storage unit of the device 10 and may be acquired from, for example, an external database. Furthermore, for example, if the template differs depending on the telephone information, the registration information acquisition unit 12 may acquire a template linked to the telephone information as registration information. If the response information is related to reservation processing, in addition to instruction information to process the reservation, telephone data such as the customer's desired date and time, desired venue, etc. may be registered as the target of the registration process. Furthermore, the response information generated by the response information generation unit 13 may include, for example, instruction information for an external device. Furthermore, the response information may include instructions for multiple external devices, such as having a voice communication device currently in communication read out a voice message and requesting an SMS service provider to notify the customer. Thus, the content of the response information may be any content related to the response to the customer, and any combination is possible. Furthermore, the method of generating the response information may be arbitrarily set according to the application.

[0027] Below, we will show an example of specific processing of the telephone response support method using the present device 10. Note that the following explanations are all examples of specific flows. As mentioned above, the telephone response support device and telephone response support method according to the present disclosure are not limited to the following explanations, and the telephone response support method according to the present disclosure is not limited to use of the present device 10.

[0028] FIG. 4 is a flow chart showing an example of a specific process of the telephone response support method according to the present disclosure. The left side of FIG. 4 shows customer behavior. The center part of FIG. 4 shows the operation of the device 10. The right side of FIG. 4 shows information stored in an external database. As shown in FIG. 4, the external database stores (received) telephone numbers (a2, b2, c2) linked to store names (Store A, Store B, Store C). First, a customer receives a call to a voice communication device connected to the device 10. The telephone information acquisition unit 11 of the device 10 acquires, as telephone information, information on the destination telephone number from the customer's incoming call. Next, the registration information acquisition unit 12 searches the external database for data on the store name linked to the destination telephone number and acquires the registration information for "Store A." The storage unit of the device 10 stores a voice synthesis template for "Thank you for calling. This is (Store Name)." The (Store Name) is where a specific store name is embedded. Next, the response information generation unit 13 combines the registration information "Store A" acquired by the registration information acquisition unit 12 with the template stored in the memory unit of the device 10 to generate response information that reads out a response document saying "Thank you for calling. This is Store A" to the customer on the other end of the call.

[0029] FIG. 5 is a flowchart showing another example of a specific process of the telephone response support method according to the present disclosure. The left side of FIG. 5 shows customer behavior. The center part of FIG. 5 shows the operation of the device 10. The right side of FIG. 5 shows information stored in an external database. As shown in FIG. 5, the external database stores business hours (a1, b1, c1), destination telephone numbers (a2-1, b2-1, c2-1), forwarding telephone numbers (a2-2, b2-2, c2-2), and URL information (a3, b3, c3) associated with store names (Store A, Store B, Store C). First, after receiving a call, the customer selects a code number to request an inquiry from the presented options. Then, the telephone information acquisition unit 11 acquires the destination telephone number and the code number. Next, the registration information acquisition unit 12 searches the external database for store information associated with the destination telephone number and acquires business hours information, telephone number information, and store display information on the URL stored in the corresponding store information. The device 10 is configured to forward the call to the relevant store during business hours, and to send an SMS notification including the URL of the website where the inquiry form is located and play a standard voice message announcing the notification during non-business hours. A template is provided for the text of the notification. The URL in the text is common to all stores of the company, except for the store's name. Therefore, the response information generation unit 13 selects response processing information based on the business hours information acquired as registration information. If the call is within business hours, the response information generation unit 13 generates information indicating forwarding to the phone number associated with the phone number information acquired as registration information, in accordance with the device 10's standard. If the call is outside business hours, the device 10 incorporates the store's name information into information about the common URL to generate URL information, and then incorporates the URL information into the notification template to generate information about the notification to be sent to the customer. Furthermore, the response information generation unit 13 generates information for playing the standard voice message and information for sending an SMS notification to the customer.

[0030] As shown in the above specific example, the response information generated by the telephone response support device according to the present disclosure can be variously combined. Furthermore, the telephone response support device according to the present disclosure can determine how to respond to a customer based on telephone information obtained by telephone, such as the status of the incoming call from the customer, information input by the customer, and code selection. Therefore, it is possible to automatically provide an appropriate response to an incoming call from a customer.

[0031] (Variation 1) The telephone response support device according to the present disclosure may include a response processing unit that performs response processing based on the response information.

[0032] An example of the configuration of a telephone response support device 10B (hereinafter also referred to as "the device 10B") according to this modified example will be described below with reference to FIG. 6. As shown in FIG. 6, the device 10B includes, for example, a response processing unit 14 in addition to the configuration of the device 10 of this embodiment (telephone information acquisition unit 11, registration information acquisition unit 12, and response information generation unit 13). The configuration of the device 10B, for example, other than including the response processing unit 14, is the same as the description of the device 10, and the description thereof can be used. Furthermore, the hardware configuration is also the same as the description of the device 10, except that the central processing unit 101 functions as the response processing unit 14, and the description thereof can be used.

[0033] Next, an example of a telephone response support method according to this modified example will be described using the flowchart of Fig. 7. The telephone response support method according to the present disclosure is implemented as follows, for example, using the device 10B of Fig. 6. Note that the telephone response support method according to the present disclosure is not limited to use of the device 10B of Fig. 6.

[0034] The steps from the call acquisition step (S1) to the response information generation step (S3) in the device 10B are the same as those in the device 10. Therefore, hereinafter, a description will be given of the steps related to the response processing unit 14 that performs response processing based on the response information generated in the response information generation step.

[0035] The response processing unit 14 performs a response process based on the response information (S4, response processing step). The response process involves, for example, performing an actual response based on information such as voice reading generated as the response information, telephone call forwarding processing, reservation registration processing, and notification to the customer. For example, the response processing unit 14 may perform a telephone call forwarding processing based on the response information. The response processing unit 14 may also perform a registration process for the response information including reception information. In this case, the telephone information includes reception information from the customer. The response information also includes the reception information. The reception information is not particularly limited, and examples thereof include information regarding reservations from customers, information regarding orders, and information regarding work requests. Examples of the work requests include construction requests. The response processing unit 14 may then perform a notification process for the response notification information to the customer. In this case, the response information generation unit 13 generates the response information including the response notification information. Note that voice reading will be described below in conjunction with a voice synthesis process in Embodiment 2. The response process is not limited to the examples described above. The response information may be, for example, an instruction to record the contents of the customer's call, or may be anything that realizes the contents of the response information.

[0036] For example, the customer inputs the input instructions based on the input instructions given to the customer by the voice guidance of the device 10B. In this case, further information may be required to respond to the customer. As a result, the device 10B may provide a voice guidance requesting the customer to input the information again. In this manner, the process by the device 10B may, for example, repeat each of the above steps until the necessary response to the customer is completed. Furthermore, the repeated steps may be combined with different steps depending on the purpose. Furthermore, the response process is, for example, assigned according to the content of the telephone information, and different steps may be set for each assignment. In this manner, the telephone response support device of the present disclosure can freely combine and set each of the steps from the telephone information acquisition step (S1) to the response processing step (S4) described above depending on the purpose. Specific examples of combining multiple steps beyond the embodiments, including the voice synthesis process and the voice information to text information conversion process described below, will be described later.

[0037] [Embodiment 2] The second embodiment is another example of a telephone response support device according to the present disclosure, which converts response information, which is text information, into voice information and reads the voice information aloud.

[0038] An example of the configuration of a telephone response support device 10C (hereinafter also referred to as "the device 10C") in this embodiment will be described below with reference to FIG. 8. FIG. 8 is a block diagram showing an example of the configuration of the device 10C. As shown in FIG. 8, the device 10C includes, for example, a voice synthesis unit 15 in addition to the configuration of the device 10B described in the modified example of the first embodiment (telephone information acquisition unit 11, registration information acquisition unit 12, response information generation unit 13, and response processing unit 14). The configuration of the device 10C, other than including the voice synthesis unit 15, is the same as that described in the first embodiment and the modified example of the first embodiment, and the description therefor can be used.

[0039] Next, an example of the telephone response support method in this embodiment will be described with reference to the flowchart in Fig. 9. The telephone response support method in this embodiment is implemented as follows, for example, using the device 10C shown in Fig. 8. Note that the telephone response support method in this embodiment is not limited to use of the device 10C in Fig. 8.

[0040] First, the steps from the telephone information acquisition step (S1) to the correspondence information generation step (S3A) in the device 10C of this embodiment are the same as the steps from the telephone information acquisition step (S1) to the correspondence information generation step (S3) in the first embodiment, and therefore the description therefor can be used. The correspondence information generated by the correspondence information step is text information. As described above, the correspondence information is, for example, a combination of registered information acquired by the registered information acquisition unit 12, or a combination of the registered information and a template stored in the device 10C, and cannot be read aloud as it is. Therefore, in this embodiment, text information is converted into voice information using a voice synthesis process.

[0041] The speech synthesis unit 15 generates response speech information using speech synthesis processing based on the correspondence information (S3B, speech synthesis step). The speech synthesis processing is a process of replacing text information with speech information. Therefore, the speech synthesis unit 15 performs a process of replacing text information generated as correspondence information with speech information, for example. Note that the method of speech synthesis processing is not limited to this, and for example, a process of replacing text information acquired as registration information with speech information and incorporating it into speech information prepared as a template may be performed. The speech synthesis processing by the speech synthesis unit is not limited to the above example, and any method may be used as long as it can generate speech information necessary for a speech response. Using this method, the speech synthesis unit 15 converts the part of the correspondence information that requires a speech response into speech information, and generates response speech information.

[0042] Next, the response processing unit 14 reads out the response voice information (S4B, response processing step). The response processing unit 14 performs a process of reading out the generated response voice information through, for example, a voice communication device. This process enables the device 10C to automatically respond by voice. Note that the device 10C may also perform a response process that does not rely on a voice response, for example. The response processing unit 14 may also perform other response processes simultaneously with the voice response, for example. The response process performed simultaneously may be, for example, a voice announcement followed by a call transfer process. The response process performed simultaneously may be, for example, a reservation acceptance process along with a voice announcement informing the availability of the venue. The response processing is not limited to the above examples, and the response processing unit 14 may perform any combination of response processes depending on the purpose.

[0043] Below, a specific example of speech synthesis processing using the device 10C in this embodiment will be described. Note that the following description is an example of specific processing, and as described above, the telephone response support device and telephone response support method according to the present disclosure are not limited to the following description, and the telephone response support method according to the present disclosure is not limited to use of the device 10C.

[0044] A specific example of voice processing is the automatic response process when an incoming call is received, as shown in Figure 4. The telephone information acquisition unit 11 acquires information on the destination telephone number as telephone information. The registration information acquisition unit 12 acquires information on the corresponding store name as registration information based on the destination telephone number. The response information generation unit 13 incorporates the store name into a prepared response message template and generates a response message including the store name as response information. The voice synthesis unit 15 converts the response message into voice information to generate voice response information. Then, the response processing unit 14 performs a process of reading out the voice information. This series of processes allows an automatic response to be performed on incoming calls from customers, and the customers can confirm that the name of the store they are calling is correct.

[0045] As another specific example, when a store is assigned to each customer according to their residential area, the system can be used to confirm that calls can be reliably forwarded to that store. For example, when a customer calls, the system requests the customer to enter a postal code corresponding to their address. The telephone information acquisition unit 11 acquires the postal code as telephone information. The registration information acquisition unit 12 acquires address information, such as the name of a city, ward, town, or village, from the postal code as registration information. The response information generation unit 13 generates a confirmation sentence incorporating the name of the city, ward, town, or village. The voice synthesis unit 15 converts the sentence into voice information. The response processing unit 14 reads out the voice information. The voice confirmation by the response processing unit 14 allows the customer to confirm whether the entered postal code is correct. If the customer confirms that the address is correct through the voice confirmation, the customer selects and enters a code indicating the address is correct, following the instructions of the voice guidance. The telephone information acquisition unit 11 acquires the code as telephone information, and the registration information acquisition unit 12 acquires the name and telephone number of the store from the previously acquired postal code information. The response information generation unit 13 generates a message based on the name of the responsible store and a message template, and generates information for the forwarding process based on the telephone number. The voice synthesis unit 15 generates voice information based on the message. The response processing unit 14 reads out the voice message and also performs a call forwarding process. Through this series of steps, the device 10C can check whether the customer's address is correct, guide the customer to the responsible store, and then perform a call forwarding process to the responsible store.

[0046] As another specific example, when there are multiple venues, the system can be used to process reservations for venues with availability. First, a customer inputs a desired date and time by telephone. The telephone information acquisition unit 11 acquires information about the desired date and time as telephone information. The registration information acquisition unit 12 acquires information about available venues and available dates and times as registration information from an external database that manages venue availability. The response information generation unit 13 generates a confirmation message for selecting the available venue. The voice synthesis unit 15 converts the confirmation message into voice information. The response processing unit 14 reads the voice information and instructs the customer to select the desired venue and enter the desired date and time. The customer selects the desired venue and enters the desired date and time according to the voice guidance. The telephone information acquisition unit 11 acquires the information about the desired venue and the desired date and time, and the response information generation unit 13 generates information for registration processing in a database that manages venue reservations based on the information about available venues that has already been acquired. The response processing unit 14 registers the reservation information in the database. This series of steps allows venue reservations to be automatically processed by telephone alone.

[0047] As described above, the telephone response support device according to this embodiment is capable of processing by automatic communication with customers. The specific examples described above are merely examples, and the telephone response support device according to this embodiment is not limited to these. As various combinations are possible as described above, the telephone response support device according to this embodiment can be freely configured according to the purpose.

[0048] [Embodiment 3] The third embodiment is another example of a telephone response support device according to the present disclosure, which converts voice data from a customer's call into text information.

[0049] An example of the configuration of a telephone response support device 10D (hereinafter also referred to as "the device 10D") in this embodiment will be described below with reference to FIG. 10. FIG. 10 is a block diagram showing an example of the configuration of the device 10D. As shown in FIG. 10, the device 10D includes, for example, a character conversion processing unit 16 in addition to the configuration of the device 10B described in the modified example of the first embodiment (telephone information acquisition unit 11, registration information acquisition unit 12, response information generation unit 13, and response processing unit 14). The configuration of the device 10D, other than including the character conversion processing unit 16, is the same as that described in the first embodiment and the modified example of the first embodiment, and the description therefor can be used.

[0050] Next, an example of the telephone response support method in this embodiment will be described using the flowchart in Fig. 11. The telephone response support method in this embodiment is implemented as follows, for example, using the device 10D shown in Fig. 10. Note that the telephone response support method in this embodiment is not limited to use of the device 10D in Fig. 10.

[0051] First, each step from the telephone information acquisition step (S1) to the response information generation step (S3A) in the device 10D of this embodiment is the same as each step from the telephone information acquisition step (S1) to the response information generation step (S3) in the first embodiment, and therefore the description therefor can be used. The device 10D of this embodiment can, for example, hand over the contents of a call, such as an inquiry from a customer, to a person in charge as text information.

[0052] When it is necessary to utilize information from a customer's voice, the telephone information acquisition unit 11 records the voice information and acquires it as telephone information. The character conversion processing unit 16 converts the customer voice information into text information to generate converted customer information (S3C, character conversion processing step). Note that this processing assumes that the telephone information includes customer voice information. The conversion to text information can be performed using voice recognition technology. The character conversion processing unit 16 may convert the voice information into text information using, for example, AI voice analysis, or may convert the voice information into text information using known transcription technology. The text information converted by the character conversion processing unit 16 may be processed by, for example, the response processing unit 14 described below, or may be used for other processing. An example of the latter is processing in cooperation with an external system. Specifically, the device 10D can transmit the text information to an external system, such as an email system or a chat system, in a form that can be used. This makes it possible, for example, to use the text information converted by the device 10D in an external system.

[0053] Next, the response processing executed by the response processing unit 14 includes outputting the character-converted customer information (S4C, response processing step). The notification processing, for example, notifies the designated attendant who will answer the phone. For example, if an immediate response to a customer inquiry is not possible, the response information generation unit 13 generates response information indicating that a call will be returned. At this time, the response processing unit 14 notifies the designated attendant of the inquiry by, for example, reading out a voice message to the customer informing them that a call will be returned. At this time, it is desirable for the designated attendant to understand the content of the inquiry in advance. Therefore, while it is possible to send the telephone information, which is the audio information acquired by the telephone information acquisition unit 11, to the designated attendant, it is often easier to understand the content if it is provided as text information. Therefore, the response processing unit 14 of this embodiment notifies, for example, the designated attendant of the character-converted customer information along with the notification of the inquiry. Note that the designated attendant is not limited to a person who responds to an inquiry. The designated attendant may be anyone who requires some kind of response in response to an incoming call, such as a person who receives an order. Furthermore, the purpose of notification of the character-converted customer information is not limited to responding to inquiries, and may be for any purpose. Furthermore, the character-converted customer information may be disclosed to customers, for example. For example, if there is a dedicated website where customers can check their inquiries, the character-converted customer information may be posted on the dedicated website so that customers can check the contents of their inquiries.

[0054] The telephone response support device according to this embodiment can record customer voice information as text information, which is particularly useful for responding to inquiries.

[0055] The telephone response support device according to the present disclosure (hereinafter also referred to as "the device") can be used in combination with a plurality of embodiments. Therefore, below, specific examples of the device will be shown, and specific examples of combinations of the respective embodiments will also be described.

[0056] FIG. 12 shows a specific example of the connection of this device. Note that this specific example is merely an example, and this device is not limited to this. In FIG. 12, this device is the one surrounded by the IVR frame located in the center of the middle row. It is connected via an API, and is capable of acquiring data from external devices, making communication requests, etc. Customers are displayed on the left side of FIG. 12. This device and customers are connected via a landline telephone network or a mobile phone network. In addition, the device is connected to the person to whom the call is forwarded via a landline telephone network and a mobile phone network. In addition, the device is connected to the operation person via a communication line network (Internet network).

[0057] Next, an example of a combination of the embodiments of the present device will be described. Note that the example of the combination described here is merely an example, and the present device is not limited to this. First, FIG. 13 is a flow chart showing an example of a combination for receiving a new reservation, a reservation change, and an inquiry. First, when a call is received from a customer, the telephone information acquisition unit 11 acquires the callee's telephone number as telephone information (A in FIG. 13). The registration information acquisition unit 12 acquires the store ID (data 1), store name (data 2), and store number (data 3) of the corresponding store as registration information. The response information generation unit 13 generates response information that will be the text of the response voice. The voice synthesis unit 15 generates the response voice. The response processing unit 14 reads out the response voice (B and C in FIG. 13). Up to this point, the process relates to voice reading using the voice synthesis process of embodiment 2.

[0058] The voice guidance at C instructs the customer to select the purpose of the call. If the customer selects "New reservation" at 1, the telephone information acquisition unit 11 acquires the customer's selected number as telephone information. Then, this device performs reservation acceptance processing using the store ID already acquired as registration information. Specifically, the response information generation unit 13 proceeds with the reservation procedure corresponding to the store ID. The response processing unit 14 reads out a voice guidance, instructs the customer to input the information required for the reservation, and performs reservation registration processing in the database corresponding to the store ID based on the customer's input information (D1 in FIG. 13) (D2 in FIG. 13). The processing up to this point is related to the reservation acceptance processing in the modified example of embodiment 1.

[0059] If the customer selects option 2, "Confirm / Change / Cancel Reservation," the telephone information acquisition unit 11 acquires the customer's selected number as telephone information. Then, the device performs the reservation confirmation / change / cancellation process using the store ID already acquired as registration information. Specifically, each unit of the device performs processing based on a database corresponding to the store ID, so it is basically the same as in the case of reservation acceptance described above. Depending on the situation, the device may also perform voice synthesis processing.

[0060] If the customer selects "Inquiry" (3), the telephone information acquisition unit 11 acquires the customer's selected number as telephone information. Then, the device creates a URL for the inquiry site using the store number already acquired as registered information. The response information generation unit 13 generates a notification document for the customer. This notification document contains a URL including the store number. In the example of FIG. 13, part of the URL is the store number, and the URL is created by incorporating the store number into a template. The response processing unit 14 performs processing to send the notification document by SMS based on an instruction to notify the customer (F1 in FIG. 13). This processing is related to the notification processing to the customer in a modified example of embodiment 1.

[0061] As described above, the device shown in Fig. 13 combines speech synthesis, speech reading, reservation acceptance processing, and notification processing. This combination enables automatic acceptance of customer reservations by telephone, reservation changes, and responses to inquiries via the inquiry form.

[0062] Next, other combination examples of the embodiments of the present device will be described. Note that the combination examples described here are merely examples, and the present device is not limited to these. First, FIG. 14 is a flow chart showing combination examples for receiving inquiries about store reservations, access to stores, and other inquiries. Note that the processing up to C in FIG. 14 is the same as in FIG. 13, and is processing related to voice synthesis and voice reading. Note that in FIG. 14, the registration information acquisition unit 12 acquires the store name (data 1), the store phone number (data 2), the URL of map information (data 3), and the setting ID of business hours (data 4) as registration information.

[0063] When the customer selects the store visit reservation option 1, the information processing unit 14 sends a web form for the reservation by SMS transmission, which enables the reservation acceptance process.

[0064] If the customer selects the inquiry about access to the store 2, the response information generation unit 13 generates a guidance document incorporating the URL of the map information that has already been acquired. Then, the response processing unit 14 transmits the guidance document by SMS transmission. This process is the same as the notification process in FIG. 13.

[0065] If the customer selects "Other Inquiries" (3), the response information generation unit 13 assigns the response process based on the business hours setting ID already acquired. If the target store is open, a call forwarding process is performed. The response information generation unit 13 generates forwarding process information using the store's telephone number already acquired. The response processing unit 14 performs a call forwarding process to the target store based on the forwarding process information. This process relates to the call forwarding process in the modified example of the first embodiment. Also, if the target store is closed, a voice reception process for the inquiry content is performed. The customer directly speaks the inquiry content over the phone. Then, the telephone information acquisition unit 11 records and acquires the customer's voice information. The character conversion processing unit 16 converts the recorded voice information into character information. The response information generation unit 13 generates a notification to the person scheduled to handle the inquiry, including the character information. The response processing unit 14 transmits the character information related to the inquiry content to the person scheduled to handle the inquiry together with a notification that an inquiry has been made. This process relates to the voice information to character information conversion process of the third embodiment.

[0066] As such, the device in Figure 14 combines speech synthesis, speech reading, reservation acceptance processing, notification processing, call forwarding processing, and conversion to text information processing. This combination enables store reservations, sending access guide documents, call forwarding, and accepting inquiries by phone.

[0067] This device is capable of acquiring registration information based on telephone information from a customer and automatically responding to telephone calls using the registration information, etc. According to the present disclosure, a response method can be automatically selected according to the telephone information. Furthermore, according to the present disclosure, in addition to answering the telephone, it is possible to execute processing according to the purpose based on information related to the telephone information. Furthermore, this device is not limited to the specific examples of Figures 13 and 14, and can be freely combined beyond each embodiment. Therefore, this device can be made to better suit the purpose by freely combining multiple embodiments.

[0068] [Embodiment 4] The program in the present disclosure is a program for causing a computer to execute each step of the above-described telephone response support method. Specifically, the program in the present disclosure is a program for causing a computer to execute, for example, a telephone information acquisition procedure, a registration information acquisition procedure, and a response information generation procedure.

[0069] The telephone information acquisition step acquires telephone information based on an incoming call from a customer, The registration information acquisition step includes acquiring registration information linked to the telephone information, The response information generating step generates response information relating to a response to the incoming call based on the registration information.

[0070] Furthermore, the program in the present disclosure can also be said to be a program that causes a computer to function as, for example, a telephone information acquisition procedure, a registration information acquisition procedure, and a correspondence information generation procedure.

[0071] The program of the present disclosure can be incorporated by reference to the descriptions of the telephone response support device and telephone response support method of the present disclosure. For example, the "procedure" in each of the steps can be replaced with "processing." The program of the present embodiment may be recorded on, for example, a computer-readable recording medium. The recording medium is, for example, a non-transitory computer-readable storage medium. The recording medium is not particularly limited, and examples thereof include random access memory (RAM), read-only memory (ROM), hard disk (HD), flash memory (e.g., solid state drive (SSD), USB flash memory, SD / SDHC card, etc.), optical disk (e.g., CD-R / CD-RW, DVD-R / DVD-RW, BD-R / BD-RE, etc.), magneto-optical disk (MO), floppy disk (FD), etc. The program of the present embodiment (also referred to as, for example, a programming product or program product) may be distributed from an external computer. The "distribution" may be, for example, distribution via a communication network or distribution via a device connected via a wire. The program of this embodiment may be installed and executed on the device to which it is distributed, or may be executed without being installed.

[0072] Although the present disclosure has been described above with reference to the embodiments, the present disclosure is not limited to the above-described embodiments. Various modifications that can be understood by those skilled in the art can be made to the configuration and details of the present disclosure within the scope of the present disclosure. Furthermore, each embodiment can be combined with other embodiments as appropriate.

[0073] <Additional Notes> Some or all of the above embodiments can be described as, but are not limited to, the following supplementary notes. (Appendix 1) The system includes a telephone information acquisition unit, a registration information acquisition unit, and a correspondence information generation unit, the telephone information acquisition unit acquires telephone information based on an incoming call from a customer; the registration information acquisition unit acquires registration information linked to the telephone information, the response information generation unit generates response information relating to a response to the incoming call based on the registration information. Telephone response support device. (Appendix 2) Further, a corresponding processing unit is included, the response processing unit performs a response process based on the response information. 10. The telephone response support device according to claim 1. (Appendix 3) Further, a speech synthesis unit is included, the speech synthesis unit generates response speech information using a speech synthesis process based on the correspondence information; The response processing unit reads out the response voice information. 2. A telephone response support device as described in appendix 2. (Appendix 4) The response processing unit performs a call forwarding process based on the response information. 4. A telephone support device as described in appendix 2 or 3. (Appendix 5) The telephone information includes reception information from the customer, the correspondence information includes the reception information, the response processing unit performs a registration process of the response information including the reception information. 5. A telephone support device according to any one of appendixes 2 to 4. (Appendix 6) the correspondence information generation unit generates the correspondence information including response notification information; the response processing unit performs a process of notifying the customer of the response notification information. 6. A telephone response support device according to any one of appendixes 2 to 5. (Appendix 7) Further, a character conversion processing unit is included, The telephone information includes customer voice information, the character conversion processing unit converts the customer voice information into character information to generate character-converted customer information; The corresponding processing includes outputting the character-converted customer information. 7. A telephone response support device according to any one of appendixes 2 to 6. (Appendix 8) 8. A telephone response support device according to any one of appendices 1 to 7, wherein the processing of each unit is executed during a call based on the incoming call. (Appendix 9) The method includes a telephone information acquisition step, a registration information acquisition step, and a response information generation step, The telephone information acquiring step acquires telephone information based on an incoming call from a customer, The registration information acquisition step acquires registration information linked to the telephone information, the response information generating step generates response information relating to a response to the incoming call based on the registration information; Each of the steps is executed by a computer. Telephone support methods. (Appendix 10) Further, a corresponding processing step is included, the correspondence processing step performs a correspondence processing based on the correspondence information, Each of the steps is executed by a computer. Telephone response support method described in Appendix 9. (Appendix 11) Further, a speech synthesis step is included, the voice synthesis step generates response voice information using a voice synthesis process based on the correspondence information; The response processing step reads out the response voice information, Each of the steps is executed by a computer. Telephone response support method described in Appendix 10. (Appendix 12) The response processing step performs a call forwarding process based on the response information, Each of the steps is executed by a computer. The telephone support method described in Appendix 10 or 11. (Appendix 13) The telephone information includes reception information from the customer, the correspondence information includes the reception information, The response processing step performs a registration process of the response information including the reception information, Each of the steps is executed by a computer. A telephone response support method according to any one of appendices 10 to 12. (Appendix 14) the corresponding information generating step generates the corresponding information including response notification information; The response processing step performs a process of notifying the customer of the response notification information, Each of the steps is executed by a computer. A telephone response support method according to any one of appendices 10 to 13. (Appendix 15) Further, a character conversion processing step is included, The telephone information includes customer voice information, the character conversion processing step converts the customer voice information into character information to generate character-converted customer information; The corresponding process includes outputting the character-converted customer information, Each of the steps is executed by a computer. A telephone response support method according to any one of appendices 10 to 14. (Appendix 16) A telephone response support method according to any one of appendices 9 to 15, wherein the processing of each step is performed during a call based on the incoming call. (Appendix 17) The method includes a telephone information acquisition procedure, a registration information acquisition procedure, and a correspondence information generation procedure, The telephone information acquisition step acquires telephone information based on an incoming call from a customer, The registration information acquisition step includes acquiring registration information linked to the telephone information, the response information generating step generates response information relating to a response to the incoming call based on the registration information; A program for causing a computer to execute each of the above procedures. (Appendix 18) Furthermore, it includes a response procedure, The response processing step performs a response process based on the response information, 18. The program according to claim 17, for causing a computer to execute the steps. (Appendix 19) further comprising a speech synthesis step; the speech synthesis step generates response speech information using a speech synthesis process based on the correspondence information; The response processing procedure includes reading out the response voice information, 19. The program according to claim 18, for causing a computer to execute the steps. (Appendix 20) The response processing procedure includes performing a call forwarding process based on the response information, 20. The program according to claim 18 or 19, for causing a computer to execute each of the steps. (Appendix 21) The telephone information includes reception information from the customer, the correspondence information includes the reception information, The response processing procedure includes performing a registration process of the response information including the reception information, 21. A program according to any one of appendices 18 to 20 for causing a computer to execute the steps. (Appendix 22) the corresponding information generating step generates the corresponding information including response notification information; The response processing procedure includes notifying the customer of the response notification information, 22. A program according to any one of appendices 18 to 21, for causing a computer to execute the steps. (Appendix 23) Further, a character conversion processing procedure is included, The telephone information includes customer voice information, the character conversion processing step converts the customer voice information into character information to generate character-converted customer information; The corresponding process includes outputting the character-converted customer information, 23. A program according to any one of appendices 18 to 22 for causing a computer to execute the steps. (Appendix 24) The program according to any one of appendices 17 to 23, wherein the processing of each procedure is executed during a call based on the incoming call. (Appendix 25) The method includes a telephone information acquisition procedure, a registration information acquisition procedure, and a correspondence information generation procedure, The telephone information acquisition step acquires telephone information based on an incoming call from a customer, The registration information acquisition step includes acquiring registration information linked to the telephone information, the response information generating step generates response information relating to a response to the incoming call based on the registration information; A computer-readable recording medium that records a program for causing a computer to execute each of the above procedures. (Appendix 26) Furthermore, it includes a response procedure, The response processing step performs a response process based on the response information, A computer-readable recording medium according to Appendix 25, which records a program for causing a computer to execute each of the above procedures. (Appendix 27) further comprising a speech synthesis step; the speech synthesis step generates response speech information using a speech synthesis process based on the correspondence information; The response processing procedure includes reading out the response voice information, A computer-readable recording medium according to Appendix 26, which records a program for causing a computer to execute each of the procedures. (Appendix 28) The response processing procedure includes performing a call forwarding process based on the response information, 28. A computer-readable recording medium according to claim 26 or 27, having recorded thereon a program for causing a computer to execute each of the procedures. (Appendix 29) The telephone information includes reception information from the customer, the correspondence information includes the reception information, The response processing procedure includes performing a registration process of the response information including the reception information, A computer-readable recording medium according to any one of Appendices 26 to 28, which records a program for causing a computer to execute each of the procedures. (Appendix 30) the corresponding information generating step generates the corresponding information including response notification information; The response processing procedure includes notifying the customer of the response notification information, A computer-readable recording medium according to any one of Appendices 26 to 29, which records a program for causing a computer to execute each of the procedures. (Appendix 31) Further, a character conversion processing procedure is included, The telephone information includes customer voice information, the character conversion processing step converts the customer voice information into character information to generate character-converted customer information; The corresponding process includes outputting the character-converted customer information, A computer-readable recording medium according to any one of appendices 26 to 30, which records a program for causing a computer to execute each of the procedures. (Appendix 32) 32. The recording medium according to any one of appendices 25 to 31, wherein the processing of each procedure is executed during a call based on the incoming call. [Industrial Applicability]

[0074] According to the present disclosure, it is possible to automatically determine how to respond to a customer based on information obtained through a telephone call, thereby enabling an appropriate response to an incoming call from a customer to be automatically provided. [Explanation of symbols]

[0075] 10, 10B, 10C, 10D Telephone response support device 11 Telephone information acquisition section 12 Registration information acquisition section 13 Correspondence information generation unit 14 Response Department 15 Speech synthesis unit 16 Character conversion processing section 101 Central Processing Unit 102 memory 103 Bus 104 Storage device 105 Input Device 106 Output Device 107 Communication Devices

Claims

1. The system includes a telephone information acquisition unit, a registration information acquisition unit, and a correspondence information generation unit, the telephone information acquisition unit acquires telephone information based on an incoming call from a customer; the registration information acquisition unit acquires registration information linked to the telephone information, The response information generating unit generates response information relating to a response to the incoming call based on the registration information.

2. Further, a corresponding processing unit is included, the response processing unit performs a response process based on the response information. The telephone response support device according to claim 1.

3. Further, a speech synthesis unit is included, the speech synthesis unit generates response speech information using a speech synthesis process based on the correspondence information; The response processing unit reads out the response voice information.

3. The telephone response support device according to claim 2.

4. The response processing unit performs a call forwarding process based on the response information.

3. The telephone response support device according to claim 2.

5. The telephone information includes reception information from the customer, the correspondence information includes the reception information, the response processing unit performs a registration process of the response information including the reception information.

3. The telephone response support device according to claim 2.

6. the correspondence information generation unit generates the correspondence information including response notification information; the response processing unit performs a process of notifying the customer of the response notification information.

3. The telephone response support device according to claim 2.

7. Further, a character conversion processing unit is included, The telephone information includes customer voice information, the character conversion processing unit converts the customer voice information into character information to generate character-converted customer information, and the response processing includes outputting the character-converted customer information.

3. The telephone response support device according to claim 2.

8. The telephone response support device according to claim 1 , wherein the processing of each unit is executed during a call based on the incoming call.

9. The method includes a telephone information acquisition step, a registration information acquisition step, and a response information generation step, The telephone information acquiring step acquires telephone information based on an incoming call from a customer, The registration information acquisition step acquires registration information linked to the telephone information, The telephone response support method, wherein the response information generating step generates response information relating to a response to the incoming telephone call based on the registration information, and each of the steps is executed by a computer.

10. Further, a corresponding processing step is included, the correspondence processing step performs a correspondence processing based on the correspondence information, Each of the steps is executed by a computer. The telephone response support method according to claim 9.

11. Further, a speech synthesis step is included, the voice synthesis step generates response voice information using a voice synthesis process based on the correspondence information; The response processing step reads out the response voice information, Each of the steps is executed by a computer. The telephone response support method according to claim 10.

12. The response processing step performs a call forwarding process based on the response information, Each of the steps is executed by a computer. The telephone response support method according to claim 10.

13. The telephone information includes reception information from the customer, the correspondence information includes the reception information, The response processing step performs a registration process of the response information including the reception information, Each of the steps is executed by a computer. The telephone response support method according to claim 10.

14. the corresponding information generating step generates the corresponding information including response notification information; The response processing step performs a process of notifying the customer of the response notification information, Each of the steps is executed by a computer. The telephone response support method according to claim 10.

15. Further, a character conversion processing step is included, The telephone information includes customer voice information, the character conversion processing step converts the customer voice information into character information to generate character-converted customer information; The corresponding process includes outputting the character-converted customer information, Each of the steps is executed by a computer. The telephone response support method according to claim 10.

16. The telephone response support method according to claim 9 , wherein the processing of each step is executed during a call based on the incoming call.

17. The method includes a telephone information acquisition procedure, a registration information acquisition procedure, and a correspondence information generation procedure, The telephone information acquisition step acquires telephone information based on an incoming call from a customer, The registration information acquisition step includes acquiring registration information linked to the telephone information, the response information generating step generates response information relating to a response to the incoming call based on the registration information; A program for causing a computer to execute each of the above procedures.

18. Furthermore, it includes a response procedure, The response processing step performs a response process based on the response information, 18. A program according to claim 17, for causing a computer to execute the steps.

19. further comprising a speech synthesis step; the speech synthesis step generates response speech information using a speech synthesis process based on the correspondence information; The response processing procedure includes reading out the response voice information, 19. A program according to claim 18, for causing a computer to execute the steps.

20. The response processing procedure includes performing a call forwarding process based on the response information, 19. A program according to claim 18, for causing a computer to execute the steps.

21. The telephone information includes reception information from the customer, the correspondence information includes the reception information, The response processing procedure includes performing a registration process of the response information including the reception information, 19. A program according to claim 18, for causing a computer to execute the steps.

22. the corresponding information generating step generates the corresponding information including response notification information; The response processing procedure includes notifying the customer of the response notification information, 19. A program according to claim 18, for causing a computer to execute the steps.

23. Further, a character conversion processing procedure is included, The telephone information includes customer voice information, the character conversion processing step converts the customer voice information into character information to generate character-converted customer information; The corresponding process includes outputting the character-converted customer information, 19. A program according to claim 18, for causing a computer to execute the steps.

24. 24. The program according to claim 17, wherein the processing of each procedure is executed during a call based on the incoming call.

25. The method includes a telephone information acquisition procedure, a registration information acquisition procedure, and a correspondence information generation procedure, The telephone information acquisition step acquires telephone information based on an incoming call from a customer, The registration information acquisition step includes acquiring registration information linked to the telephone information, the response information generating step generates response information relating to a response to the incoming call based on the registration information; A computer-readable recording medium that records a program for causing a computer to execute each of the above procedures.

26. Furthermore, it includes a response procedure, The response processing step performs a response process based on the response information, 26. A computer-readable recording medium according to claim 25, which records a program for causing a computer to execute each of the steps.

27. further comprising a speech synthesis step; the speech synthesis step generates response speech information using a speech synthesis process based on the correspondence information; The response processing procedure includes reading out the response voice information, 27. A computer-readable recording medium according to claim 26, which records a program for causing a computer to execute each of the steps.

28. The response processing procedure includes performing a call forwarding process based on the response information, 27. A computer-readable recording medium according to claim 26, which records a program for causing a computer to execute each of the steps.

29. The telephone information includes reception information from the customer, the correspondence information includes the reception information, The response processing procedure includes performing a registration process of the response information including the reception information, 27. A computer-readable recording medium according to claim 26, which records a program for causing a computer to execute each of the steps.

30. the corresponding information generating step generates the corresponding information including response notification information; The response processing procedure includes notifying the customer of the response notification information, 27. A computer-readable recording medium according to claim 26, which records a program for causing a computer to execute each of the steps.

31. Further, a character conversion processing procedure is included, The telephone information includes customer voice information, the character conversion processing step converts the customer voice information into character information to generate character-converted customer information; The corresponding process includes outputting the character-converted customer information, 27. A computer-readable recording medium according to claim 26, which records a program for causing a computer to execute each of the steps.

32. 32. The recording medium according to claim 25, wherein the processing of each procedure is executed during a call based on the incoming call.

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