system

Abstract

We provide the system. [Solution] A voice conversion means that receives voice data and converts said voice data into text data, An analytical means for analyzing the text data and evaluating the likelihood of a claim, A classification means for classifying claims into predefined categories based on the evaluation results, A policy decision-making mechanism that automatically determines a response policy based on classification, A response means that automatically executes a response to the user based on the said policy, An escalation mechanism that automatically escalates to an operator based on the response result, A system that includes this.

Claims

1. A voice conversion means that receives voice data and converts said voice data into text data, An analytical means for analyzing the text data and evaluating the likelihood of a claim, A classification means for classifying claims into predefined categories based on the evaluation results, A policy decision-making mechanism that automatically determines a response policy based on classification, A response means that automatically executes a response to the user based on the said policy, An escalation mechanism that automatically escalates to an operator based on the response result, A system that includes this.

2. The system according to claim 1, wherein the analysis means further includes means for analyzing the characteristics of a complainant.

3. The system according to claim 1, wherein the response means further includes means for collecting and recording necessary detailed information from the user.

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