system
The system addresses inefficient call center transfers by converting voice to text, summarizing inquiries, and considering emotional states, ensuring quick and emotionally sensitive responses.
JP2026101289APending Publication Date: 2026-06-22SOFTBANK GROUP CORP
Patent Information
- Authority / Receiving Office
- JP · JP
- Patent Type
- Applications
- Current Assignee / Owner
- SOFTBANK GROUP CORP
- Filing Date
- 2024-12-10
- Publication Date
- 2026-06-22
AI Technical Summary
Technical Problem
Conventional call center systems face issues with users selecting incorrect inquiry windows, leading to inefficient transfers, increased costs, and decreased customer satisfaction due to mechanical responses that do not consider emotional states.
Method used
A system incorporating speech recognition, summarization, and emotion analysis to convert voice inputs into text, summarize inquiries, and provide emotionally sensitive responses, transferring complex inquiries to appropriate departments.
Benefits of technology
Improves user satisfaction by providing quick, efficient, and emotionally considerate responses, reducing operational costs and enhancing customer experience.
✦ Generated by Eureka AI based on patent content.
Smart Images
Figure 2026101289000001_ABST
Abstract
Provide a system. 【Solution means】 Means for receiving communication related to a common number, Voice recognition means for converting voice data into text data, Summary generation means for analyzing text data and summarizing the content, Judgment / response means for judging the inquiry content based on the summary and providing a simple answer, Transfer means for transferring information to an appropriate department according to the inquiry content based on the summary, History storage means for recording communication and summary, Control means for managing functions within the home, Information acquisition means for acquiring information from an external information source based on a voice request and responding, A system including instruction execution means for executing voice instructions in cooperation with a mechanical device.
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Citation Information
Patent Citations
JP2022180282A