Information processing device, information processing method, and program

Abstract

Present important information. [Solution] An information processing device according to one embodiment includes a presentation unit that presents at least one important item indicating that the second speaker needs to explain or confirm with the first speaker regarding the content of an inquiry from the first speaker to the second speaker in a conversation between multiple people, and a determination unit that determines whether the second speaker has performed actions related to the important item in a predetermined order, wherein performing actions related to the important item in a predetermined order includes at least one of the following: the second speaker opening an electronic file related to the important item and scrolling to the end; and the second speaker opening the electronic file and displaying it on the screen of a terminal used by the first speaker for a certain period of time or longer.

Description

Technical Field

[0001] The present invention relates to an information processing apparatus, an information processing method, and a program.

Background Art

[0002] A contact center (or also called a call center) analysis system has been conventionally known (for example, Non-Patent Document 1), and has been introduced in many contact centers for the purpose of assisting operators' work, improving work efficiency, and enhancing customer satisfaction.

[0003] By the way, in a contact center, various inquiries regarding products or services are often handled. At this time, depending on the content of the inquiry, there are matters that need to be explained or confirmed to the customer. Hereinafter, such matters are referred to as "important matters".

Prior Art Documents

Non-Patent Documents

[0004]

Non-Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0005] However, for example, an operator may forget to mention important matters. Therefore, it is required to present to the operator what important matters exist according to the content of the inquiry from the customer and prompt the operator to speak.

[0006] One embodiment of the present invention has been made in view of the above points, and aims to present important matters. [Means for solving the problem]

[0007] To achieve the above objective, an information processing device according to one embodiment includes a presentation unit that presents at least one important item indicating that the second speaker needs to explain or confirm with the first speaker regarding the content of an inquiry from the first speaker to the second speaker in a conversation between multiple people, and a determination unit that determines whether the second speaker has performed actions related to the important item in a predetermined order, wherein performing actions related to the important item in a predetermined order includes at least one of the following: the second speaker opening an electronic file related to the important item and scrolling to the end; and the second speaker opening the electronic file and displaying it on the screen of a terminal used by the first speaker for a certain period of time or longer. [Effects of the Invention]

[0008] Important information can be presented. [Brief explanation of the drawing]

[0009] [Figure 1] This figure shows an example of the overall configuration of the contact center system according to this embodiment. [Figure 2] This figure shows an example of the functional configuration of the important information presentation device according to this embodiment. [Figure 3] This figure shows an example of a Call Reason Database. [Figure 4] This figure shows an example of a database of important information. [Figure 5] This flowchart shows an example of the process for presenting important information. [Figure 6] This figure shows an example of an operator screen. [Figure 7] This flowchart shows an example of the flow of speech recognition processing related to the target important matter. [Figure 8] This figure shows an example of a database of important matters history. [Figure 9]This flowchart shows an example of the analysis process for important matters history. [Modes for carrying out the invention]

[0010] The following describes one embodiment of the present invention. In this embodiment, a contact center system 1 capable of presenting important information to contact center operators is described for use in a contact center. However, a contact center is just one example, and the system can be similarly applied to situations other than contact centers, such as when presenting important information to sales representatives or store counter staff for products or services during sales or counter operations. More generally, the system can also be similarly applied when presenting important information to a person (which may be one person or multiple people) during a conversation between several people.

[0011] Furthermore, while the following description assumes that contact center operators handle customer inquiries and other tasks via voice calls, this is not limited to this. The same principles can be applied to cases where operations are conducted via text chat (including those that allow sending and receiving stamps, attachments, etc., in addition to text), video calls, etc.

[0012] Important matters, as mentioned above, are those that need to be explained to or confirmed with the customer depending on the nature of the inquiry. For example, explaining the terms and conditions when contracting for a product or service is considered an important matter. Also, when changing an address, confirming the current address, confirming the new address, and confirming the moving date are considered important matters. However, what constitutes an important matter may vary depending on the type of product or service being inquired about and the company that handles that product or service.

[0013] In recent years, with the acceleration of online business and the increase in the operations of contact centers, the variations in the content of inquiries have also increased, and there are a wide variety of important matters that operators must explain. Therefore, by introducing the contact center system 1 according to this embodiment and presenting important matters to the operator, it is considered that not only can the omission of conversations regarding important matters be prevented, but also the workload of the operator can be reduced.

[0014] <Overall Configuration> First, the overall configuration of the contact center system 1 according to this embodiment will be described while referring to FIG. 1. FIG. 1 is a diagram showing an example of the overall configuration of the contact center system 1 according to this embodiment.

[0015] As shown in FIG. 1, the contact center system 1 according to this embodiment includes an important matter presentation device 10, an operator terminal 20, a manager terminal 30, a PBX 40, and a customer terminal 50. Here, the important matter presentation device 10, the operator terminal 20, the manager terminal 30, and the PBX 40 are installed in a contact center environment E, which is the system environment of the contact center. Note that the contact center environment E is not limited to the system environment within the same building, and may be, for example, the system environments within a plurality of geographically separated buildings.

[0016] The important matter presentation device 10 converts the voice call between the customer and the operator into text by voice recognition, then detects the call reason from this text and identifies the important matters corresponding to the call reason, and presents the identified important matters to the operator. The call reason is the reason (incoming call reason) why the customer calls the call center and corresponds to the content of the customer's inquiry. Note that there may be multiple call reasons in one call (for example, when the customer calls the call center for two reasons, such as address change procedures and contract plan changes).

[0017] In addition, the important matter presentation device 10 manages a history including whether or not an operator has spoken important matters, etc., and performs analysis in response to a request from the administrator terminal 30. As a result, the user of the administrator terminal 30 (that is, the administrator who manages the operator) can know, for example, whether there is any omission in the speech regarding important matters, and what kind of speech regarding important matters is likely to be omitted.

[0018] The operator terminal 20 is various terminals such as a PC used by an operator who responds to inquiries from customers, and functions as an IP (Internet Protocol) telephone. Further, when responding to an inquiry from a customer, the operator terminal 20 displays the conversation content with this customer, and also displays a checklist of important matters presented from the important matter presentation device 10 (hereinafter, also referred to as an important matter checklist). By referring to the important matter checklist displayed on the operator terminal 20, the operator can know the important matters that he / she needs to speak, and can also know whether he / she has already spoken important matters based on whether the checklist has been checked.

[0019] The administrator terminal 30 is various terminals such as a PC (Personal Computer) used by an administrator who manages operators (such an administrator is also called a supervisor).

[0020] The PBX 40 is a telephone exchange (IP-PBX), and is connected to a communication network 60 including a VoIP (Voice over Internet Protocol) network and a PSTN (Public Switched Telephone Network).

[0021] The customer terminal 50 is various terminals such as a smartphone, a mobile phone, and a fixed phone used by customers.

[0022] Note that the overall configuration of the contact center system 1 shown in Figure 1 is just one example, and other configurations are possible. For example, in the example shown in Figure 1, the important information display device 10 is included in the contact center environment E (i.e., the important information display device 10 is on-premise), but all or part of the functions of the important information display device 10 may be implemented by cloud services, etc. Similarly, in the example shown in Figure 1, the PBX 40 is an on-premise telephone exchange, but it may also be implemented by cloud services. In addition, although the operator terminal 20 is shown to function as an IP phone, for example, a telephone separate from the operator terminal 20 may be included in the contact center system 1.

[0023] <Functional Configuration> Next, the functional configuration of the important information presentation device 10 according to this embodiment will be described with reference to Figure 2. Figure 2 is a diagram showing an example of the functional configuration of the important information presentation device 10 according to this embodiment.

[0024] As shown in Figure 2, the important information presentation device 10 according to this embodiment includes a speech recognition text conversion unit 101, a call reason detection unit 102, a target important information identification unit 103, a target important information transmission unit 104, an important information utterance determination unit 105, and a history analysis unit 106. Each of these units is realized, for example, by processing that one or more programs installed in the important information presentation device 10 cause a processor such as a CPU (Central Processing Unit) to execute.

[0025] Furthermore, the important information presentation device 10 according to this embodiment includes a call reason DB 107, an important information DB 108, and an important information history DB 109. Each of these DBs (databases) is implemented by a storage device such as an auxiliary storage device. At least one of these DBs may be implemented by a database server, for example, connected to the important information presentation device 10 via a communication network.

[0026] The speech recognition text conversion unit 101 converts the voice call between the operator terminal 20 and the customer terminal 50 into text using speech recognition. Furthermore, the speech recognition text conversion unit 101 performs speech recognition for each speaker and converts their voice into text. As a result, both the operator's voice and the customer's voice are converted into text.

[0027] This speech recognition is performed repeatedly while a voice call is taking place between the operator terminal 20 and the customer terminal 50 (for example, it may be performed every few seconds, or after each word or phrase spoken by the customer or operator).

[0028] The call reason detection unit 102 refers to the call reason DB 107 and detects the call reason from the text converted by the speech recognition text conversion unit 101. Here, the call reason DB 107 is a database that stores information for detecting call reasons from the content of customer or operator speech, and identification information for the important matters checklist corresponding to that call reason. Details of the call reason DB 107 will be described later.

[0029] The Target Important Matter Identification Unit 103 refers to the Call Reason DB 107 to identify the identification information of the important matter checklist corresponding to the call reason detected by the Call Reason Detection Unit 102. This important matter checklist is the checklist of important matters (hereinafter also referred to as the Target Important Matters) to be presented to the operator.

[0030] The Important Matters Transmission Unit 104 reads the contents of the Important Matters Checklist of the identification information identified by the Important Matters Identification Unit 103 from the Important Matters DB 108 and transmits the contents of the Important Matters Checklist to the operator terminal 20. This presents the Important Matters Checklist to the operator. The Important Matters DB 108 is a database that stores information indicating the contents (check items) of the Important Matters Checklist and information indicating the check conditions. Details of the Important Matters DB 108 will be described later.

[0031] The Important Matter Speech Determination Unit 105 refers to the Important Matter DB 108 and determines whether or not an utterance related to the target important matter was made from the text converted by the Speech Recognition Text Conversion Unit 101 (i.e., whether or not the check conditions were met). Information including this determination result is stored as history information in the Important Matter History DB 109. In addition to the determination result indicating whether or not the operator uttered the target important matter, various other information may also be stored in the Important Matter History DB 109. For example, information such as a call ID that identifies the call between the operator and the customer, an operator ID that identifies the operator, a customer ID that identifies the customer, the text of all or part of the content of the call between the operator and the customer, a call reason ID that identifies the call reason, etc., may also be stored as history information. Furthermore, in addition to this information, information such as data sent and received in text chat (text data, image data representing stamps, etc.), attached files in text chat, video data and screen display data during video calls, and electronic files displayed during video calls may also be stored as history information.

[0032] In this embodiment, as an example, historical information is stored in the Important Matters History DB109 for each call, using the call ID as the key. This historical information includes at least the call ID, operator ID, customer ID, call reason ID, the relevant important matters in the important matters checklist corresponding to the call reason, and the judgment result for each of them.

[0033] The history analysis unit 106 analyzes the history information stored in the important matters history DB 109 in response to a request from the administrator terminal 30.

[0034] ≪Call Reason DB107≫ Next, we will explain the details of Call Reason DB107 with reference to Figure 3. Figure 3 shows an example of Call Reason DB107.

[0035] As shown in Figure 3, the Call Reason DB107 stores information (data or records) that associates the Call Reason ID, Call Reason Name, Detection Conditions, and Checklist ID.

[0036] The Call Reason ID is an ID that identifies the call reason. The Call Reason Name is the name of the call reason. The Detection Conditions are the conditions for the Call Reason Detection Unit 102 to detect the call reason. The Checklist ID is a Checklist ID that identifies the important items checklist corresponding to the call reason.

[0037] For example, the information in the first row of Call Reason DB107 shown in Figure 3 is Call Reason ID "a-1", Call Reason Name "Product Information", Detection Condition "Both: Insurance", Checklist IDs "Y-1" and "Z-2". Similarly, for example, the information in the second row of Call Reason DB107 shown in Figure 3 is Call Reason ID "a-2", Call Reason Name "Contract Procedure", Detection Condition "Both: Contract", Checklist IDs "X-2", "Y-2", and "Z-1".

[0038] In this embodiment, for example, the detection condition is expressed in the form "speaker:word". This means that the detection condition is met when the speaker utters the word. For example, the detection condition "both:insurance" means that the detection condition is met when both the operator and the customer utter the word "insurance". Similarly, for example, the detection condition "customer:address change" means that the detection condition is met when the customer utters the word "address change". Similarly, although not illustrated in Figure 3, for example, the detection condition "operator:A" means that the detection condition is met when the operator utters the word "A".

[0039] However, the above format of the detection conditions is just one example, and the detection conditions may be expressed in various formats (for example, logical formulas, etc.).

[0040] ≪Important matters DB108≫ Next, we will explain the details of the Important Matters DB108, referring to Figure 4. Figure 4 is a diagram showing an example of the Important Matters DB108.

[0041] As shown in Figure 4, the Important Items DB108 stores information (data or records) that associates the checklist ID, checklist name, item number, check content, check conditions, and importance level.

[0042] The checklist ID is the checklist ID that identifies the important matters checklist. The checklist name is the name of the important matters checklist. The item number is the item number of the check item that makes up the important matters checklist. The check item is the check item that makes up the important matters checklist and corresponds to important matters that need to be explained to or confirmed with the customer. The check condition is the condition for determining whether or not the check item is met (i.e., whether or not the important matter was spoken). The importance level is the importance level of the check item (i.e., the important matter).

[0043] For example, the information in the first row of the Important Matters DB108 shown in Figure 4 is: Checklist ID "X-1", Checklist Name "Financial Institution", (Item Number "1", Check Content "Verify Financial Institution", Check Condition "Speaking Term", Importance "Medium"), (Item Number "2", Check Content "Verify Account Number", Check Condition "Speaking Term" and "Speaking 2 Times", Importance "High"), (Item Number "3", Check Content "Verify Account Holder", Check Condition "Speaking Term", Importance "Medium"). This means that the name of the Important Matters checklist with Checklist ID "X-1" is "Financial Institution", and it consists of three check contents, item numbers "1" to "3".

[0044] Similarly, for example, the information in the second row of Important Matters DB108 is: Checklist ID "X-2", Checklist Name "Contract Conclusion", (Item Number "1", Check Content "Confirm Contract Date", Check Condition "Speak Term", Importance "Medium"), (Item Number "2", Check Content "Explain Terms and Conditions", Check Condition "Speak Term", Importance "High"). This means that the name of the Important Matters checklist with Checklist ID "X-2" is "Contract Conclusion", and it consists of two check contents, Item Numbers "1" and "2".

[0045] In this embodiment, as an example, the check condition represents a condition for determining whether the "~" part in the check content "confirm ~" or "utterance of ~" has been uttered. For example, the check content "utterance of financial institution" and the check condition "utterance of term" means that the check condition is met when the operator utters the term "financial institution". Similarly, for example, the check content "confirm account number" and the check conditions "utterance of term" and "utterance twice" means that the check condition is met when the operator utters the term "account number" twice.

[0046] However, the above check conditions are just examples, and conditions can be expressed in various ways. For example, the check condition could be "The operator utters A," where the term A that is uttered is specifically defined. Alternatively, the check condition could be that the operator has asked the customer a question and the customer has responded. Specifically, the check condition could be "The operator utters a term AND the customer utters an answer."

[0047] <Presentation of key information and evaluation of speech> The following describes the process for presenting the operator with important information and determining whether or not it was spoken, assuming that a voice call is taking place between the operator terminal 20 and the customer terminal 50. The voice call is converted to text in real time by the speech recognition text conversion unit 101 and stored in a designated storage unit. Furthermore, in the following, the text obtained by speech recognition from the operator's voice will be referred to as "operator voice text," and the text obtained by speech recognition from the customer's voice will be referred to as "customer voice text."

[0048] ≪Presentation of Key Matters≫ First, we will explain the process of presenting the target important items to the operator in the form of a checklist, referring to Figure 5. Figure 5 is a flowchart showing an example of the process of presenting the target important items.

[0049] The call reason detection unit 102 refers to the call reason database 107 to detect a call reason from either or both of the operator voice text and the customer voice text (step S101). That is, the call reason detection unit 102 refers to each record stored in the call reason database 107 to determine whether there is a record in which the most recently obtained operator voice text and customer voice text satisfy the detection conditions. The call reason detection unit 102 then identifies the call reason ID and call reason name of the record that is determined to satisfy the detection conditions. As a result, the call reason with this call reason ID and call reason name has been detected.

[0050] The most recently obtained operator voice text and customer voice text may, for example, be the operator voice text and customer voice text obtained a few seconds ago, or they may be the operator voice text corresponding to the most recent 1 to several phrases of the operator's voice and the customer voice text corresponding to the most recent 1 to several phrases of the customer's voice.

[0051] Next, the Target Important Matter Identification Unit 103 refers to the Call Reason DB 107 to identify the checklist ID of the important matter checklist corresponding to the call reason detected in step S101 (step S102). That is, the Target Important Matter Identification Unit 103 refers to the record of the Call Reason ID identified in step S101 among the records stored in the Call Reason DB 107 to identify the checklist ID included in this record. The important matter checklist of this checklist ID is the checklist of the target important matter.

[0052] Then, the Target Important Information Transmission Unit 104 reads the important information checklist corresponding to the checklist ID identified in step S102 from the important information DB 108 and transmits the contents of that important information checklist to the operator terminal 20 (step S103). In other words, the Target Important Information Transmission Unit 104 refers to the record with the checklist ID identified in step S102 among the records stored in the important information DB 108 and transmits the checklist name, item number, and check contents of this record to the operator terminal 20. As a result, the important information checklist consisting of the target important information is presented to the operator. If multiple checklist IDs are identified in step S102, multiple important information checklists will be presented to the operator.

[0053] Here, we will describe an example of an operator screen displayed on the operator terminal 20. A checklist of important matters is displayed on this operator screen. The operator screen 1000 shown in Figure 6 includes a speech content display field 1100, and this speech content display field 1100 The screen displays text representing the content of the conversation between the customer and the operator (i.e., customer voice text and operator voice text). The operator screen 1000 shown in Figure 6 also displays the important matters checklist 1200 presented by the important matters presentation device 10. In the example shown in Figure 6, the important matters checklist 1200 with checklist ID "X-1" and checklist name "Financial Institution" is displayed, and the target important matters 1201 to 1203 are displayed in checklist format. In the example shown in Figure 6, the important matters checklist 1200 with checklist ID "X-1" and checklist name "Financial Institution" is displayed in response to the customer's utterance, "Excuse me, I have something I'd like to confirm regarding payment," and the operator's utterance, "Yes, regarding payment."

[0054] The important matters checklist 1200 is displayed on the operator screen 1000, allowing operators to know the important matters that need to be explained or confirmed with the customer. This prevents operators from forgetting to explain or confirm important matters.

[0055] In this embodiment, it is assumed that the customer terminal 50 only has a voice call function. However, if the customer terminal 50 has a screen display function, for example, a customer screen may be displayed on the display of the customer terminal 50. In this case, the customer screen may display, for example, a checklist of important matters similar to or the same as the one on the operator screen. Furthermore, the checklist of important matters on the customer screen may be synchronized with the checklist of important matters on the operator screen in terms of whether or not each important matter has been spoken, and display components such as buttons may be provided for requesting the repetition of important matters that have already been spoken.

[0056] ≪Speech judgment regarding the target important matter≫ Next, assuming that the important matters checklist is displayed on the operator's screen, we will explain the process of determining whether or not an utterance has been made regarding the important matters that make up this checklist, referring to Figure 7. Figure 7 is a flowchart showing an example of the process for determining whether or not an utterance has been made regarding the important matters.

[0057] The Important Matter Speech Determination Unit 105 refers to the Important Matter DB 108 and determines from the operator's voice text whether or not an utterance related to the target important matter has been made (step S201). Specifically, the Important Matter Speech Determination Unit 105 refers to the record of the checklist ID identified in step S102 of Figure 5 (i.e., the checklist ID of the important matter checklist presented to the operator terminal 20) among the records stored in the Important Matter DB 108 and determines whether or not the most recently obtained operator voice text satisfies the check conditions for each item number included in that record. However, it is not necessary to perform the determination for item numbers that have already been determined to satisfy the check conditions.

[0058] Next, if there is an item number that has been determined to satisfy the check condition in step S201 (YES in step S202), the target important information transmission unit 104 transmits information to the operator terminal 20 indicating that the item number satisfies the check condition (step S203). That is, the target important information transmission unit 104 transmits, for example, the checklist ID of the important information checklist and the item number that has been determined to satisfy the check condition in step S201 to the operator terminal 20. As a result, the important information checklist displayed on the operator screen of the operator terminal 20 is updated to indicate that the relevant important information has been spoken. However, instead of transmitting the item number that has been determined to satisfy the check condition in step S201, the operator may transmit, for example, an important information checklist that reflects the result of the check condition determination, or screen display information of that important information checklist.

[0059] For example, in the operator screen 1000 shown in Figure 6, in response to the operator's statement, "Is this Mr. Yamada Taro? Could you please tell me the name of your payment financial institution?", a check mark is placed next to the target important item 1201 in the important items checklist 1200 to indicate that this target important item 1201 has been spoken.

[0060] In this embodiment, we have described, as an example, the case in which the target important matters are presented to the operator in checklist format, but we are not limited to this, and the target important matters may be presented to the operator in other formats. For example, the target important matters may be presented to the operator in a simple list format. Alternatively, the target important matters may be sorted in order of explanation or confirmation, and at least one of the target important matters to be explained or confirmed next may be presented to the operator, or the target important matters that have not been explained or confirmed may be displayed above the target important matters that have been explained or confirmed. Furthermore, as mentioned above, the target important matters may be presented not only to the operator but also to the customer in the same way. By presenting the target important matters to both the operator and the customer, the customer can know what needs to be explained or confirmed by the operator, and when there are no more target important matters that have not been explained or confirmed, both the operator and the customer can recognize that the explanation or confirmation has been completed.

[0061] In addition to displaying a checklist of important matters on the operator's screen, the content of the important matters may also be presented to the operator verbally (or in conjunction with the checklist).

[0062] <Storage of historical information including the results of determining whether or not utterances related to the important subject matter were made> When a voice call between the operator terminal 20 and the customer terminal 50 ends, history information including the determination result in step S201 of Figure 7 is stored in the important matters history DB 109. In this embodiment, as described above, the history information includes at least the call ID of the voice call, the operator ID of the operator of the operator terminal 20, the customer ID of the customer of the customer terminal 50, the call reason ID of the call reason detected in the voice call, and each of the important matters in the important matters checklist corresponding to each of the call reasons, along with the determination result (whether or not a statement was made) for each. The customer ID is an ID uniquely assigned to the customer, but it may also be a telephone number, etc., and in this embodiment, as an example, the customer ID is assumed to be a telephone number.

[0063] Figure 8 shows an example of history information stored in the Important Matters History DB109. The history information in the first row of the Important Matters History DB109 shown in Figure 8 is: Call ID "C001", Operator ID "U001", Customer ID "090-1111-2222", ((Call Reason ID "c-1", Checklist ID "X-1", ((Item Number "1", Check Content "Confirm Financial Institution", Spoken: Yes, Importance: Medium), (Item Number "2", Check Content "Confirm Account Number", Spoken: Yes, Importance: High), (Item Number "3", Check Content "Confirm Account Holder", Spoken: Yes, Importance: Medium))), (Call Reason ID "a-1", ((Checklist ID "Y-1", ...), (Checklist ID "Z-3", ...)))). This means that the call with call ID "C001" was between operator ID "U001" and customer ID "090-1111-2222", and that during this call, the call reason "payment processing" with call reason ID "c-1" and the call reason "product information" with call reason ID "a-1" were detected. Furthermore, the checklist ID corresponding to the call reason "payment processing" with call reason ID "c-1" is "X-1", and this also means that all of the target important items numbered "1" to "3" that make up the important items checklist of this checklist ID were spoken. If there are any target important items that were not determined to have been spoken, the utterance status for those target important items will be set to "none".

[0064] By analyzing the history information stored in the above-mentioned Important Matters History DB109 under various conditions (including simple searches), administrators using the administrator terminal 30 can, for example, find out whether any important matters have been missed in their utterances, and what kinds of important matters are likely to be missed.

[0065] Furthermore, the important information presentation device 10 (or another device capable of notifying it) may be equipped with an audit trail output function to prevent information tampering. For example, this audit trail output function may be used to output, for each call between a customer and an operator and each contract with a customer, information that combines an important information checklist, which includes an important information checklist ID corresponding to the call ID and contract number, and various pieces of information in the history information stored in the important information history DB 109 that serve as the basis for determination (i.e., the basis for determining whether or not important information was spoken), with an anti-tampering process such as an electronic signature applied.

[0066] <Analysis of Important Matters History> In the contact center system 1 according to this embodiment, as described above, the history information stored in the important matters history DB 109 can be analyzed under various conditions. For example, it is possible to check whether any important matters have been missed without having to review recordings of calls or rely on operators' self-reports. In addition, it is also possible to analyze other aspects, such as what kinds of important matters are likely to be missed.

[0067] Therefore, the following will explain the process for analyzing the history of important matters, referring to Figure 9. Figure 9 is a flowchart showing an example of the process for analyzing the history of important matters.

[0068] The history analysis unit 106 receives an analysis request from the administrator terminal 30 (step S301). The analysis request includes analysis conditions such as what kind of analysis (including simple searches) should be performed. Such an analysis request is transmitted to the important information presentation device 10 by an operation performed by the administrator on the administrator terminal 30.

[0069] Next, the history analysis unit 106 analyzes the history information stored in the important matters history DB 109 in response to the analysis request received in step S301 (step S302). Here, various types of analysis of the history information stored in the important matters history DB 109 are possible depending on the purpose. For example, it is possible to extract calls or call reasons in which the utterance status of at least one important matter is "none", extract a list of important matters in which the utterance status is "none" for each operator, or extract a list of important matters in which the importance level is above a certain value (for example, "medium" or higher) and the utterance status is "none". However, these are just examples, and any analysis is possible, such as calculating the number of occurrences of important matters in which the utterance status is "none" for each operator or call reason, or calculating various other indicator values.

[0070] Then, the history analysis unit 106 sends (replies to) the analysis results from step S302 to the administrator terminal 30 (step S303). As a result, the analysis results are displayed on the administrator terminal 30.

[0071] <Variation> The following describes some variations of this embodiment.

[0072] ≪Extreme Variation 1≫ In Figure 7, the presence or absence of utterance of the target important item was determined from the operator's voice text. However, for example, misrecognition may occur in the voice recognition text conversion unit 101, or the operator may utter the target important item in different wording. Therefore, the operator terminal 20 may be updated to indicate that the target important item in the important item checklist has been uttered, in response to the operator's operation (i.e., the operator may operate the terminal to add a check mark to each target important item that makes up the important item checklist).

[0073] Note that alternative wording for important matters refers to expressions that, in context, have the same meaning as the important matter in question, but are expressed differently. For example, this would be the case if the term "bank name" were used instead of "financial institution."

[0074] <<Variation 2>> In Figure 7, the presence or absence of a target important item was determined from the operator's voice text. In addition to this, for example, "performing a specified action" could be designated as a target important item, and the presence or absence of this action could be determined. An example of a specified action would be "opening the electronic file of the terms and conditions." This would determine whether or not the operator performed the action of "opening the electronic file of the terms and conditions." Such determination can be achieved, for example, by monitoring the folder where the electronic file of the terms and conditions is stored.

[0075] Furthermore, the important action of "opening the electronic file of the terms and conditions" should be performed before the important action of "explaining the terms and conditions." For this reason, not only the presence or absence of utterances or actions, but also their order (i.e., chronological order) may be considered. In this case, it is determined whether the utterance concerning "explaining the terms and conditions" was made after the action concerning "opening the electronic file of the terms and conditions." Thus, in addition to the presence or absence of utterances or actions concerning the important action, it may also be determined whether the order is predetermined. Other examples of such actions include scrolling to the end of the terms and conditions file, or, in the case of text chat, the operator attaching and sending the terms and conditions file to the customer or the customer opening the terms and conditions file. In the case of video calls, it may also include the operator sharing and displaying the terms and conditions file on the customer's screen or displaying it for a certain period of time.

[0076] Furthermore, utterances and actions related to important matters may be collectively referred to as "actions." These actions can be implemented by detecting and notifying system operations related to the aforementioned actions as events.

[0077] <<Variation 3>> In step S101 of Figure 5, the call reason was detected from at least one of the operator voice text and the customer voice text. However, the call reason may also be detected by an IVR (Interactive Voice Response) system, for example. In this case, the customer enters a number using the customer terminal 50 in response to guidance from the IVR system, and the call reason corresponding to the entered number is identified and detected.

[0078] Furthermore, the detection of call reasons by the IVR system described above may be combined with the detection of call reasons from at least one of the operator voice text and the customer voice text. For example, the IVR system may detect a general call reason (e.g., "contract concluded"), and more detailed call reasons (e.g., "contract concluded for XX service") may be detected from at least one of the operator voice text and the customer voice text. Alternatively, for example, if a customer has multiple call reasons, the first call reason may be detected by the IVR system, and subsequent call reasons may be detected from at least one of the operator voice text and the customer voice text.

[0079] The present invention is not limited to the embodiments specifically disclosed above, and various modifications, changes, and combinations with known technologies are possible without departing from the scope of the claims.

[0080] This application is based on the Basic Application No. 2021-059677 filed in Japan on March 31, 2021, the entire contents of which are incorporated herein by reference. [Explanation of symbols]

[0081] 1. Contact Center System 10 Important matter presentation device 20 Operator terminals 30 Administrator terminals 40 PBX 50 Customer terminals 60 Communication Networks 101 Speech Recognition Text Conversion Unit 102 Call reason detection unit 103. Department for Identifying Important Matters 104 Important Information Transmission Section 105 Important Information Speech Determination Unit 106 History Analysis Department 107 Cole Reason DB 108 Important matters DB 109 Important Information History Database

Claims

1. A presentation unit that presents at least one important item indicating that the second speaker needs to explain or confirm something with the first speaker regarding the content of an inquiry from the first speaker to the second speaker in a conversation involving multiple people, A determination unit that determines whether the second speaker performed the actions related to the aforementioned important matters in a predetermined order, It has, An information processing device in which performing actions relating to the aforementioned important matters in a predetermined order includes at least one of the following: the second speaker opening an electronic file relating to the aforementioned important matters and then scrolling to the end; and the second speaker opening the electronic file and then displaying it on the screen of a terminal used by the first speaker for a certain period of time or longer.

2. A presentation unit that presents at least one important item indicating that the second speaker needs to explain or confirm something with the first speaker regarding the content of an inquiry from the first speaker to the second speaker in a conversation involving multiple people, A determination unit that determines whether the second speaker performed the actions related to the aforementioned important matters in a predetermined order, It has, An information processing device in which performing the actions relating to the aforementioned important matters in a predetermined order includes the second speaker sending the first speaker an electronic file relating to the aforementioned important matters as an attachment via text chat.

3. A presentation procedure for presenting at least one important item indicating that the second speaker needs to explain or confirm something with the first speaker regarding the content of an inquiry from the first speaker to the second speaker in a conversation involving multiple people, A determination procedure for determining whether the second speaker performed the actions related to the aforementioned important matters in a predetermined order, The computer executes this, An information processing method in which performing actions relating to the aforementioned important matters in a predetermined order includes at least one of the following: the second speaker opening an electronic file relating to the important matters and then scrolling to the end; and the second speaker opening the electronic file and then displaying it on the screen of a terminal used by the first speaker for a certain period of time or longer.

4. A presentation procedure for presenting at least one important item indicating that the second speaker needs to explain or confirm something with the first speaker regarding the content of an inquiry from the first speaker to the second speaker in a conversation involving multiple people, A determination procedure for determining whether the second speaker performed the actions related to the aforementioned important matters in a predetermined order, The computer executes this, An information processing method in which performing actions related to the aforementioned important matter in a predetermined order includes the second speaker sending the first speaker an electronic file related to the aforementioned important matter as an attachment via text chat.

5. A program that causes a computer to function as an information processing device according to claim 1 or 2.

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