Dialogue analysis device, dialogue analysis program, and dialogue analysis method
The dialogue analysis device classifies and aggregates operator and customer responses to enhance evaluation accuracy, addressing inconsistent evaluations in contact centers by identifying response patterns and improving operator training.
JP2026092913AActive Publication Date: 2026-06-08MITSUBISHI ELECTRIC DIGITAL INNOVATION CORP
Patent Information
- Authority / Receiving Office
- JP · JP
- Patent Type
- Applications
- Current Assignee / Owner
- MITSUBISHI ELECTRIC DIGITAL INNOVATION CORP
- Filing Date
- 2024-11-27
- Publication Date
- 2026-06-08
Smart Images
Figure 2026092913000001_ABST
Abstract
For interactions between contact center operators and customers, the number of occurrences of combinations of operator response groups (classified operator utterances) and customer response groups (classified customer utterances) is tallied. [Solution] The dialogue analysis device according to the present disclosure includes a dialogue division unit that divides dialogue data recorded from a conversation between an operator and a customer into a plurality of dialogue parts including operator utterances and customer utterances, and an aggregation unit that classifies the operator utterances included in the dialogue parts into the same operator response group for each similar operator response, and classifies the customer utterances included in the dialogue parts into the same customer response group for each similar customer response, thereby aggregating the number of occurrences of combinations of operator response groups and customer response groups.
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