Online customer service system, control program, and control method

Abstract

This invention provides an online customer service system, control program, and control method that enable appropriate remote customer service and efficiently improve the operator's skill level. [Solution] The online customer service system comprises a central control unit, an operator terminal, and a customer terminal. The CPU of the central control unit includes a skill information storage means for storing the operator's skill information, a customer service level determination means for determining the level of customer service based on the operator's response style, and a recommendation content determination means for determining the recommendation content to be presented to the operator based on the operator's customer service level.

Description

Technical Field

[0001] The present invention relates to an online customer service system, a control program, and a control method, and more particularly, to an online customer service system, a control program, and a control method including, for example, a central control device, a customer terminal used by a customer, and an operator terminal used by a human operator who responds to the customer online.

Background Art

[0002] An example of a conventional online customer service system of this type is disclosed in Patent Document 1. The technology of Patent Document 1 (ordering system) includes a table terminal used by a customer, an operator terminal used by an operator, a storage device that stores information regarding languages that each of a plurality of operators can handle, and when a response in a language different from the language used in the store is requested from the table terminal, searches and detects an operator who can handle the language from the information stored in the storage device, and when there is an operator who can handle it, transmits a correspondence request to the operator terminal, and when a response indicating that the correspondence is possible is obtained from the operator terminal, a control center device that starts a link between the operator terminal and the table terminal.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] According to the technology of Patent Document 1, an appropriate operator can be matched for foreign customers. By the way, when the operator is a beginner or the like, even if the operator actually serves customers online (remotely), there are cases where the operator cannot serve customers well. Therefore, a technology that can efficiently improve the proficiency of the operator is desired.

[0005] Therefore, the primary objective of this invention is to provide a novel online customer service system, control program, and control method system.

[0006] Another object of this invention is to provide an online customer service system, control program, and control method that can efficiently improve the skill level of operators. [Means for solving the problem]

[0007] The first invention is an online customer service system comprising a central control unit, a customer terminal used by a customer, and an operator terminal used by a human operator who interacts with a customer online, wherein the central control unit comprises a skill information storage means for storing the operator's skill information, a customer service level determination means for determining the operator's customer service level based on the operator's interaction with the customer, and a recommendation content determination means for determining the recommendation content to be presented to the operator as the next action to be taken, based on the operator's customer service level determined by the customer service level determination means.

[0008] According to the first invention, the recommendations presented to the operator are determined based on the operator's customer service level, thereby enabling appropriate remote customer service and efficiently improving the operator's proficiency.

[0009] The second invention is subordinate to the first invention and further comprises customer assignment means for assigning customers suitable for the operator to serve based on the operator's skill information stored in the skill information storage means.

[0010] The third invention is subordinate to the second invention, and the recommendation content determination means determines the customer service assigned by the customer assignment means as the recommendation content when the operator's customer service level is at or above a first predetermined level, and determines customer service learning as the recommendation content when the operator's customer service level is at or below a second predetermined level.

[0011] The fourth invention is subordinate to the third invention and further comprises a customer service learning device that allows an operator to receive training in how to interact with virtual customers using artificial intelligence, wherein the recommendation content determination means determines that the customer service learning using the customer service learning device will be the recommendation content when the operator's customer service level is below a second predetermined level.

[0012] The fifth invention is subordinate to the fourth invention, and the customer service level determination means determines the customer service level of an operator based on the operator's response patterns during customer service learning using a customer service learning device.

[0013] The sixth invention is dependent on the first or second invention, wherein the central control unit includes congestion status determination means for determining the congestion status of the operator terminal, and the recommendation content determination means determines customer service learning as recommendation content when the operator's customer service level is not above a first predetermined level and the congestion status determination means determines that the operator terminal is not congested.

[0014] The seventh invention is a control program executed in the central control unit of an online customer service system comprising a central control unit, a customer terminal used by a customer, an operator terminal used by a human operator who interacts with the customer online, and a skill information storage means for storing the operator's skill information, wherein the control program causes the processor of the central control unit to execute a customer service level determination step which determines the operator's customer service level based on the operator's interaction with the customer, and a recommendation content determination step which determines the recommendation content to be presented to the operator as the next thing to do based on the operator's customer service level determined in the customer service level determination step.

[0015] The eighth invention is a control method in a central control device of an online customer service system including a central control device, a customer terminal used by a customer, an operator terminal used by a human operator who responds to the customer online, and skill information storage means for storing the skill information of the operator. The processor of the central control device determines the customer service level of the operator based on the response mode of the operator to the customer, and determines the recommended content to be presented to the operator as the next thing to do based on the determined customer service level of the operator.

Advantages of the Invention

[0016] According to this invention, remote customer service can be appropriately performed, and the proficiency of the operator can be efficiently improved.

[0017] The above object, other objects, features, and advantages of this invention will become more apparent from the following detailed description of the embodiments to be described with reference to the drawings.

Brief Description of the Drawings

[0018] [Figure 1] It is a diagram showing an online customer service system according to an embodiment of this invention. [Figure 2] It is a block diagram showing an example of the electrical configuration of the central control device. [Figure 3] It is a block diagram showing an example of the electrical configuration of the operator terminal. [Figure 4] It is a diagram showing a state where the customer terminal is installed. [Figure 5] It is a block diagram showing an example of the electrical configuration of the customer terminal. [Figure 6] It is a block diagram showing an example of the electrical configuration of the customer service learning device. [Figure 7] It is a diagram showing an example of a standby screen displayed on the display device of the operator terminal. [Figure 8] It is a diagram showing an example of an operation screen displayed on the display device of the operator terminal. [Figure 9] It is a diagram showing another example of an operation screen displayed on the display device of the operator terminal. [Figure 10] (A) shows an example of a prompt input to the customer service level determination model, (B) shows an example of an input to the customer service level determination model, and (C) shows an example of an output of the customer service level determination model. [Figure 11] It is a diagram showing an example of the memory map of the RAM of the central control device. [Figure 12] It is a diagram showing an example of the memory map of the RAM of the operator terminal. [Figure 13] It is a diagram showing an example of the memory map of the RAM of the customer terminal. [Figure 14] It is a diagram showing an example of the memory map of the RAM of the customer service learning device. [Figure 15] It is a flowchart showing an example of the allocation recommendation process of the CPU of the central control device.

Mode for Carrying Out the Invention

[0019] Referring to FIG. 1, an online customer service system 10 (hereinafter simply referred to as "system 10"), which is an embodiment of this invention, includes a central control device 12. The central control device 12 is communicably connected to an operator terminal 16, a customer terminal 18, a customer service learning device 20, etc. via a network 14.

[0020] Also, the central control device 12 is communicably connected to a skill information DB 12a and a customer service level determination model 12b. Further, the customer service learning device 20 is communicably connected to a customer model 20a. However, the skill information DB 12a and the customer service level determination model 12b may be included in the central control device 12, or may be communicably connected to the central control device 12 via the network 14. Also, the customer model 20a may be included in the customer service learning device 20, or may be communicably connected to the customer service learning device 20 via the network 14.

[0021] System 10 is applied to a hotel as an example. It provides online remote customer service to guests, such as hotel guests, who use the guest terminal 18. As will be explained in detail later, System 10 sequentially assigns suitable guests (and suitable operators) to operators based on the skill information of the operators operating the operator terminal 16, that is, it sequentially matches the operator terminal 16 with the guest terminal 18. It also monitors the operator's customer service style, and if there are problems with the style of service, instead of recommending actual customer service as the next step, it recommends customer service training.

[0022] In Figure 1, one operator terminal 16, one customer terminal 18, and one customer service learning device 20 are shown, but in reality, one or more operator terminals 16, one or more customer terminals 18, and one or more customer service learning devices 20 are connected to the network 14. The operator terminals 16 and customer terminals 18, and the customer terminals 18 and customer service learning devices 20, can communicate bidirectionally via the network 14 using the P2P (Peer to Peer) method. In addition, basically, the number of operator terminals 16 installed is less than the number of customer terminals 18 installed, and the number of customer service learning devices 20 installed is greater. The number of operator terminals 16, customer terminals 18, and customer service learning devices 20 is not particularly limited, but the system 10 becomes more effective as the number of operator terminals 16 and customer terminals 18 increases.

[0023] The central control unit 12 is an information processing device such as a server, and it comprehensively controls the entire system 10. As will be described later, the central control unit 12 matches the operator terminal 16 with the customer terminal 18 and assigns the operator the next customer to handle. It also recommends customer service training based on the level of customer service determined from the operator's response style.

[0024] Skill Information DB12a is a database that stores each operator's skill information, associated with each operator's identification information (ID). Skill information includes information about what kind of work the operator can do (e.g., preferred industries), the types of customers the operator can handle (e.g., whether they can handle children, the languages ​​they can speak), and the operator's customer service level (proficiency in customer service). This skill information is pre-registered in Skill Information DB12a before the system 10 goes into operation and is updated as needed based on the operator's interactions with customers or the AI ​​customers described later.

[0025] The customer service level determination model 12b is a language model for determining the customer service level of an operator, and as an example, a large-scale language model such as ChatGPT can be used.

[0026] Network 14 consists of an IP network (or IP network) including the Internet, and an access network (or access network) for accessing this IP network. The access network can include public telephone networks, mobile phone networks, wired LANs, wireless LANs, CATV (Cable Television), etc. Furthermore, WebRTC (Web Real-Time Communication) is used to realize bidirectional communication using the P2P method. For this purpose, appropriate elements such as a signaling server, STUN server, and TURN server (not shown) are provided, but since these are publicly known, a detailed explanation is omitted.

[0027] The operator terminal 16 is an information processing device such as a personal computer, and is used by a human operator (also called a service staff member or operator) who is a member of the hotel staff. This operator terminal 16 is installed in the hotel office, contact center, and the operator's home, etc.

[0028] The customer terminal 18 is an information processing device such as a self-check-in / check-out machine, and is used by an unspecified number of customers (users), such as hotel guests. This customer terminal 18 is installed in an appropriate location in the hotel, such as the front counter and entrance. However, the customer terminal 18 may also be a personal computer, smartphone, or tablet device owned by the customer.

[0029] The customer service learning device 20 is an information processing device such as a personal computer or server, and provides a customer service training service that allows an operator to perform customer service training on a training avatar (hereinafter referred to as "AI customer") that mimics a customer and operates using artificial intelligence. In this embodiment, the customer service learning device 20 executes an automated dialogue program 502c (i.e., a chatbot) that automatically responds to the operator's questions with voice and text (see Figure 14). The customer service learning device 20 also determines the AI ​​customer's actions according to the content of the dialogue and transmits video data of the determined AI customer's actions to the operator terminal 16. The operator terminal 16 plays back the received video data, and the screen including the AI ​​customer is displayed on the display device 50. In this invention, the chatbot includes not only text-based dialogue but also voice-based dialogue and dialogue using avatar actions (gestures, hand movements, facial expressions, etc.).

[0030] The customer model 20a is a natural language processing language model for causing the customer service learning device 20, which functions as a chatbot, to behave as an AI customer, and generates questions or answers for the operator in response to prompts input from the customer service learning device 20. Prompts include the operator's utterances, or commands to cause the AI ​​customer to behave, a role (in this case, an AI customer), and the personality (or persona) of the AI ​​customer. However, prompts may also include the history or examples of conversations between the operator and the AI ​​customer. The customer service learning device 20 and customer model 20a can utilize "Avatore®," a role-playing support service that uses avatars and generated AI provided by the applicant.

[0031] Figure 2 is a block diagram showing an example of the electrical configuration of the central control unit 12. As shown in Figure 2, the central control unit 12 includes a CPU 30. The CPU 30 is connected to a RAM 32, a communication interface (hereinafter referred to as "communication I / F") 34, and an input / output interface (hereinafter referred to as "input / output I / F") 36 via an internal bus.

[0032] The CPU 30 is a processor that oversees the overall control of the central control unit 12 and, by extension, the system 10. The CPU 30 functions as a customer assignment means, a service level determination means, a recommendation content determination means, and a congestion status determination means according to this invention. However, instead of the CPU 30, a System-on-a-Chip (SoC) including multiple functions such as CPU function and GPU (Graphics Processing Unit) function may be provided.

[0033] RAM32 is the main memory of the central control unit 12 and is used as the work area or buffer area of ​​the CPU 30. Although not shown in the diagram, the central control unit 12 is also provided with an HDD and ROM as auxiliary storage devices. However, non-volatile memory such as an SSD may be used instead of the HDD, or in addition to the HDD. Various software, such as the operating system and various application software, is stored in this auxiliary storage device.

[0034] The communication interface 34 is a wired interface that transmits and receives control signals and data between the system and external devices such as the skill information database 12a, customer service level determination model 12b, operator terminal 16, customer terminal 18, and customer service learning device 20 via the network 14 under the control of the CPU 30. However, a wireless interface for connecting to a wireless LAN can also be used as the communication interface 34.

[0035] Input devices such as keyboards and computer mice, and display devices such as liquid crystal displays are connected to the input / output interface 36 as appropriate. The input / output interface 36 outputs operation data (or operation information) received from the input devices to the CPU 30. It also outputs image data generated by the CPU 30 to the display device, causing the screen or image corresponding to the image data to be displayed on the display device. Note that the configuration of the central control unit 12 shown in Figure 2 is just an example and is not limited to this configuration.

[0036] Figure 3 is a block diagram showing an example of the electrical configuration of the operator terminal 16. As shown in Figure 3, the operator terminal 16 includes a CPU 40. The CPU 40 is connected to the RAM 42, communication I / F 44, and input / output I / F 46 via an internal bus.

[0037] The CPU 40 is a processor that controls the overall operation of the operator terminal 16. However, instead of the CPU 40, an SoC (System on a Chip) that includes multiple functions such as CPU and GPU functions may be provided.

[0038] RAM 42 is the main memory of the operator terminal 16 and is used as the work area or buffer area of ​​the CPU 40. Although not shown in the diagram, the operator terminal 16 is also equipped with an HDD and ROM as auxiliary storage devices. However, non-volatile memory such as an SSD may be used instead of the HDD, or in addition to the HDD. Various software, such as the operating system and various application software, is stored in this auxiliary storage device.

[0039] The communication interface 44 is a wired interface for transmitting and receiving control signals and data between the central control unit 12, customer terminals 18, and customer service learning devices 20 and external devices via the network 14 under the control of the CPU 40. However, a wireless interface for connecting to a wireless LAN can also be used as the communication interface 44.

[0040] The input / output interface 46 is connected to an input device 48, a display device 50, a microphone 52, a speaker 54, and a camera 56, among others. The input device 48 is a keyboard, computer mouse, and touch panel, etc. The display device 50 is, for example, a liquid crystal display. The microphone 52 is an operator voice detection means for detecting the voice emitted by the operator using the operator terminal 16, and is provided in a manner that can detect the operator's voice. The speaker 54 is a customer voice output means for outputting the voice of a customer or AI customer, and is provided in a manner that allows the operator to hear the output sound from the speaker 54. A headset in which the microphone 52 and speaker 54 are integrated may also be used. The camera 56 is an operator shooting means for shooting the operator using the operator terminal 16, and is provided in a manner that can shoot the operator.

[0041] The input / output interface 46 outputs operation data (or operation information) received from the input device 48 to the CPU 40. The input / output interface 46 also outputs image data generated by the CPU 40 to the display device 50, causing the display device 50 to display the screen corresponding to the image data. However, image data received from external computers such as the central control unit 12, customer terminals 18, and customer service learning device 20 may also be output to the display device 50 by the CPU 40.

[0042] Furthermore, the input / output interface 46 converts the operator's voice detected by the microphone 52 into digital audio data and outputs it to the CPU 40, and converts the audio data output by the CPU 40 into an analog audio signal and outputs it from the speaker 54. In addition, the input / output interface 46 outputs image data (operator image) including the operator captured (detected) by the camera 56 to the CPU 40. The audio data output from the CPU 40 includes customer voice data received from the customer terminal 18 and AI customer voice data received from the customer service learning device 20. The image of the operator captured by the camera 56 may be a still image or a moving image. Note that the configuration of the operator terminal 16 shown in Figure 3 is just an example and is not limited to this.

[0043] Figure 4 shows an example of a guest terminal 18, specifically a self-check-in / check-out machine installed at the front counter of a hotel. This guest terminal 18 (self-check-in / check-out machine) is a device that allows hotel guests to perform check-in / check-out procedures themselves, and is equipped with an input device 68 (operation unit) that accepts input operations from the guest. The input device 68 is provided with a touch panel display 68a and various operation buttons. The display 68a shows the procedure operation screen necessary for performing check-in / check-out procedures. Guests can perform check-in / check-out procedures on this procedure operation screen.

[0044] The customer terminal 18 is also equipped with a display device 70, a microphone 72, a speaker 74, a first camera 76, and a second camera. Using these, customers can receive remote support and other assistance (customer service) as needed when performing check-in / check-out procedures, etc.

[0045] The display device 70 is a relatively large display surface, such as a flat panel display, and is located near the input device 68. The display device 70 displays an image of an avatar (avatar image) 70a, which is a representation of the operator responsible for remote customer service. In this embodiment, the avatar image 70a is a computer-generated image of a virtual character (CG character) that resembles a human woman. This avatar image 70a performs actions in response to the actions of the operator using the operator terminal 16.

[0046] The microphone 72 is a customer voice detection means for detecting the voice emitted by a customer using the customer terminal 18, and is provided in a manner that can detect customer voices. The speaker 74 is an operator voice output means for outputting the operator's voice, and is provided in a manner that allows the customer to hear the sound output from the speaker 74. In this embodiment, the speaker 74 is provided on the top of the display device 70, but is not limited to this, and may be built into the display device 70, etc.

[0047] The first camera 76 is a customer-shooting means for shooting customers using the customer terminal 18, and is provided in a manner that allows it to shoot customers. In this embodiment, the microphone 72 is built into the first camera 76, but is not limited to this, and may be provided separately and independently from the first camera 76. The second camera 78 is an input device-shooting means for shooting the input device 68, and is provided in a manner that allows it to shoot the input device 68.

[0048] Figure 5 is a block diagram showing an example of the electrical configuration of the customer terminal 18 shown in Figure 4. As shown in Figure 5, the customer terminal 18 includes a CPU 60. The CPU 60 is connected to the RAM 62, communication I / F 64, and input / output I / F 66 via an internal bus.

[0049] The CPU 60 is a processor that controls the overall operation of the customer terminal 18. However, instead of the CPU 60, an SoC (System on a Chip) that includes multiple functions such as CPU and GPU functions may be provided.

[0050] RAM62 is the main memory of the customer terminal 18 and is used as the work area or buffer area of ​​the CPU 60. Although not shown in the diagram, the customer terminal 18 is also provided with an HDD and ROM as auxiliary storage devices. However, non-volatile memory such as an SSD may be used instead of the HDD, or in addition to the HDD. Various software, such as the operating system and various application software, is stored in this auxiliary storage device.

[0051] The communication interface 64 is a wired interface for transmitting and receiving control signals and data between the central control unit 12 and external devices such as the operator terminal 16, via the network 14 under the control of the CPU 60. However, a wireless interface for connecting to a wireless LAN can also be used as the communication interface 64.

[0052] The input / output interface 66 is connected to the input device 68, display device 70, microphone 72, speaker 74, first camera 76, and second camera 78, among others. This input / output interface 66 outputs operation data (or operation information) input from the input device 68 to the CPU 60. The input / output interface 66 also outputs image data generated by the CPU 60 to the display device 70, causing the display device 70 to display a screen corresponding to the image data. However, image data received from external computers such as the central control unit 12 and the operator terminal 16 may also be output by the CPU 60.

[0053] Furthermore, the input / output interface 66 converts the customer's voice detected by the microphone 72 into digital audio data and outputs it to the CPU 60, and converts the audio data output by the CPU 60 into an analog audio signal and outputs it from the speaker 74.

[0054] Furthermore, the input / output interface 66 outputs to the CPU 60 data of an image including the customer (customer image) captured by the first camera 76, and data of an image including the input device 68 (input device image) captured by the second camera 78. The audio data output from the CPU 60 includes operator audio data received from the operator terminal 16. The images of the operator and the input device 68 captured by the first camera 76 and the second camera 78 may be still images or moving images. Note that the configuration of the customer terminal 18 shown in Figures 4 and 5 is just an example and is not limited to this configuration.

[0055] Figure 6 is a block diagram showing an example of the electrical configuration of the customer service learning device 20. As shown in Figure 6, the customer service learning device 20 includes a CPU 80. The CPU 80 is connected to the RAM 82, communication I / F 84, and input / output I / F 86 via an internal bus.

[0056] The CPU 80 is a processor that controls the overall operation of the customer service learning device 20. However, instead of the CPU 80, an SoC (System on a Chip) with multiple functions such as CPU and GPU capabilities may be provided.

[0057] RAM 82 is the main memory of the customer service learning device 20 and is used as the work area or buffer area of ​​the CPU 80. Although not shown in the diagram, the customer service learning device 20 is also provided with an HDD and ROM as auxiliary storage devices. However, non-volatile memory such as an SSD may be used instead of the HDD, or in addition to the HDD. Various software, such as the operating system and various application software, is stored in this auxiliary storage device.

[0058] The communication interface 84 is a wired interface for transmitting and receiving control signals and data between the central control unit 12 and external devices such as the operator terminal 16, via the network 14 under the control of the CPU 80. However, a wireless interface for connecting to a wireless LAN can also be used as the communication interface 84.

[0059] An input device 88 and a display device 90 are connected to the input / output interface 86. The input device 88 is a keyboard, computer mouse, touch panel, etc. The display device 90 is, for example, a liquid crystal display. The input / output interface 86 outputs operation data (or operation information) input from the input device 88 to the CPU 80, and also outputs image data generated by the CPU 80 to the display device 90, causing the display device 90 to display a screen or image corresponding to the image data. Note that the configuration of the customer service learning device 20 shown in Figure 6 is just an example and is not limited to this configuration.

[0060] In this system 10, an operator using an operator terminal 16 provides remote customer service (response) to a customer using a customer terminal 18. A customer who wishes to receive remote service uses any customer terminal 18 to initiate a call to contact hotel staff. Upon receiving the call, the central control unit 12 refers to the operator's skill information stored in the skill information DB 12a to identify a suitable operator to assist that customer and notifies the operator's terminal 16. In other words, the central control unit 12 matches the operator terminal 16 with the customer terminal 18 to assign the operator a customer suitable for that operator's assistance.

[0061] When a hotel staff member, acting as the operator, receives this call notification (service request), if they are available to serve, they send a response from their operator terminal 16 to the central control unit 12 indicating that they are available. Upon receiving this response from the operator terminal 16, the central control unit 12 connects the operator terminal 16 with the customer terminal 18 that initiated the call, enabling two-way communication via P2P. Subsequently, the operator initiates the service on their terminal 16, and remote service begins. In this way, by automatically assigning suitable customers to operators based on their skill information, remote service can be provided efficiently and appropriately without imposing unnecessary burdens on customers or operators.

[0062] In remote customer service, customer images captured by the first camera 76 and input device images (more precisely, the data of these images) captured by the second camera 78 of the customer terminal 18 are transmitted to the operator terminal 16. The customer images and input device images received by the operator terminal 16 are then displayed on the display device 50 of the operator terminal 16. In addition, customer voice (more precisely, the data of that voice) detected by the microphone 72 of the customer terminal 18 is also transmitted to the operator terminal 16. The customer voice received by the operator terminal 16 is output from the speaker 54 of the operator terminal 16.

[0063] Furthermore, in remote customer service, the aforementioned avatar image 70a is displayed on the display device 70 of the customer terminal 18. This avatar image 70a performs actions corresponding to the operator image captured by the camera 56 of the operator terminal 16. To this end, the operator terminal 16 performs the familiar motion detection process on the operator image and generates avatar data for displaying the avatar image 70a that performs actions corresponding to the operator image. This avatar data is transmitted to the customer terminal 18. Upon receiving the avatar data, the customer terminal 18 generates display screen data for displaying the avatar image 70a based on the avatar data, and the avatar image 70a is displayed on the display device 70 based on this display screen data. However, instead of displaying the avatar image 70a, the display device 70 of the customer terminal 18 may display an image of the operator themselves. In addition, the operator's voice (more precisely, the data of that voice) detected by the microphone 52 of the operator terminal 16 is also transmitted to the customer terminal 18. The operator's voice received by the customer terminal 18 is output from the speaker 74 of the customer terminal 18. Furthermore, the sound output from speaker 74 may be processed using a voice changer.

[0064] Although not shown in the diagram, the customer terminal 18 is equipped with a call button (or an operator that functions as a call button) on the input device 68 or display device 70, etc., for receiving the aforementioned call operation. In addition, the display device 70 of the customer terminal 18 in standby mode displays a message screen that includes information that remote customer service is possible and that if the customer wishes to receive such remote customer service, they should operate the call button.

[0065] As described above, in this system 10, when a customer terminal 18 requests customer service, the operator terminal 16 and the customer terminal 18 are matched so that an operator suitable for that customer is assigned. However, if the operator is a novice, they may not be able to provide good customer service because the situation is different from what they have practiced.

[0066] Therefore, in this embodiment, the operator's customer service style is monitored, and the content presented as the next action to be taken by the operator (recommendation content) is changed according to the operator's customer service level determined based on that style. In other words, the operator is presented with recommendations that match their customer service level. This will be explained in detail below.

[0067] The operator's interaction data includes at least one of the following: audio data or text data of the interaction between the operator and the customer (i.e., the history of the interaction between the operator and the customer), and image data of the operator taken during the interaction. For this reason, the operator's audio data detected by the microphone 52 of the operator terminal 16 and the operator's image data taken by the camera 56 are transmitted from the operator terminal 16 to the central control unit 12. In addition, the customer's audio data detected by the microphone 72 of the customer terminal 18 is transmitted from the customer terminal 18 to the central control unit 12. In the central control unit 12, the operator's audio data and the customer's audio data are transcribed into text, and the history of the interaction between the operator and the customer is created by recording the text in chronological order. However, if the operator and the customer communicate via text input, that text data is transmitted from the operator terminal 16 and the customer terminal 18 to the central control unit 12, and the history of the interaction between the operator and the customer is created using that text data.

[0068] The central control unit 12 determines the operator's customer service level based on the operator's interaction style. For example, the operator's customer service level may be determined by analyzing the dialogue history between the operator and the customer using a large-scale language model (in this embodiment, the customer service level determination model 12b). In addition, the operator's customer service level may be determined by performing image analysis based on a neural network or rules on the operator's image data to see whether the operator is able to provide customer service with a smile or a calm expression.

[0069] Furthermore, the operator's customer service level should be judged on a scale of several levels. In this embodiment, the customer service level is judged on a scale of four levels, from Level 1 (lowest level) to Level 4 (highest level). For example, if the customer service (response style) is merely a conversation with the customer, it will be judged as Level 1, and if the conversation is conducted in a polite tone throughout, it will be judged as Level 2. Also, if the customer's problems are properly listened to, it will be judged as Level 3, and if the customer's problems are properly resolved, it will be judged as Level 4. The judged customer service level is stored (updated) in the skill information DB12a.

[0070] The central control unit 12 then determines the recommended actions to be presented to the operator based on the operator's customer service level, and sends a control signal to the operator terminal 16 to instruct it to present the recommended actions to the operator. For example, when the operator's customer service level is at or above a first predetermined level (e.g., level 4), that is, when the operator's skill level is sufficiently high, the central control unit determines the next customer to be served as a recommendation and presents (recommends) it to the operator. In other words, it refers to the operator's skill information stored in the skill information DB 12a, selects a customer suitable for the operator to serve, and assigns that customer to the operator as the next customer to be served.

[0071] Furthermore, when the operator's customer service level is below a second predetermined level (for example, level 1), that is, when the operator's skill level is low, instead of recommending the next customer to serve, the system decides to recommend customer service training and presents it to the operator. In this embodiment, customer service training using the customer service training device 20 is recommended. That is, the system recommends that the operator perform customer service training with AI customers. However, as customer service training, depending on the operator's customer service level, it may also recommend receiving feedback on the previous customer service, watching other operators provide customer service, or watching educational materials such as videos and manuals.

[0072] Furthermore, when recommending that an operator learn customer service using the customer service learning device 20 (customer service training with AI customers), it is also possible to recommend training with an AI customer that simulates a customer that the operator is currently unable to handle. For example, for an operator whose skill information indicates that they are unable to handle children, it is appropriate to have them train with an AI customer that simulates a child customer. Then, based on the operator's response to that AI customer (child customer), when it is determined that they have reached a level where they can handle child customers, the skill information DB 12a should be updated so that the information regarding their ability to handle child customers changes from "unable to handle" to "able to handle".

[0073] In this way, by switching between actual customer service and customer service training according to the operator's customer service level, it is possible to efficiently improve the operator's proficiency while appropriately performing remote customer service.

[0074] Furthermore, in addition to the operator's customer service level, the recommendations presented to the operator can also be changed according to the congestion level of the operator terminal 16 (i.e., the operator's busyness). For example, when the operator is busy, tasks can be assigned, and when the operator is not busy, learning (training) can be recommended. To give a specific example, if the operator's customer service level is not above a first predetermined level (for example, level 4), meaning the operator's skill level is not sufficient, and the operator terminal 16 is not congested, then it is appropriate to recommend customer service training to the operator. This allows the operator to automatically dedicate time to learning when they are not busy, thus improving their skill level more efficiently.

[0075] The congestion level of the operator terminal 16 can be determined, for example, based on the number of customers waiting in line for service (customer terminals 18 with calls in progress). For example, if there are no customer terminals 18 with calls in progress, it can be determined that the operator terminal 16 is not congested. However, it is also acceptable to determine that the operator terminal 16 is not congested when the number of customer terminals 18 with calls in progress is less than a predetermined number (for example, the total number of operator terminals 16 or half the total number of operator terminals 16).

[0076] Furthermore, the system can offer multiple recommendations depending on the operator's customer service level. For example, if an operator's skill level is not low enough to require training, but is not sufficient, the system can present the operator with two recommendations: actual customer service and customer service training, allowing the operator to choose between performing actual customer service or training. To give a specific example, if an operator's customer service level is above a second predetermined level (e.g., level 1) but below a third predetermined level (e.g., level 3), it would be appropriate to present the operator with two recommendations: actual customer service and customer service training.

[0077] Furthermore, when an operator uses the customer service learning device 20 to learn customer service (training in customer service with an AI customer), the operator's response to the AI ​​customer at that time may be monitored, and the operator's customer service level may be determined (re-determined) based on that response. The determined customer service level is stored (updated) in the skill information DB 12a and used to determine subsequent recommendation content. However, the customer service level can also be determined based solely on the response to an actual customer.

[0078] In this embodiment, customer service levels are divided into four stages, but the number of stages in which customer service levels are divided can be changed as appropriate, and the levels to which the first predetermined level and the second predetermined level are set can also be changed as appropriate.

[0079] Figures 7 to 9 show examples of screens displayed on the display device 50 of the operator terminal 16. The operation of the system 10 will be explained below with reference to the screens of the display device 50 shown in Figures 7 to 9. Here, the space in which the customer terminal 18 is installed will be referred to as a "room". Also, for the sake of simplifying the diagrams, here we will assume that there are four customer terminals 18 installed in different locations in the hotel, that is, four rooms numbered 1 to 4, but a larger total number of customer terminals 18 (rooms) would be preferable for the system 10.

[0080] As shown in Figure 7, the display device 50 of the operator terminal 16, which is not being used for remote customer service and is therefore in a standby state, displays a standby screen 100. The standby screen 100 includes four room images 102. Each room image 102 is an image taken by the first camera 76 of each customer terminal 18 and represents one room (more precisely, a room in a standby state) where the customer terminal 18 is installed. In addition, a string 104 representing the location of the room corresponding to each room image 102 is displayed in the vicinity of each room image 102, for example, below it. Therefore, the operator can easily recognize (understand) the status of each room, including whether a customer is present in that room image 102, from each room image 102 and the string 104. In other words, the operator can monitor the status of each room by looking at the standby screen 100. To realize this monitoring, the first camera 76 remains activated in each customer terminal 18 (room) even when it is in a standby state.

[0081] When a call operation is performed on the customer terminal 18, that is, when a customer service request is made, the central control unit 12 refers to the operator's skill information stored in the skill information DB 12a and assigns an operator terminal 16 to the customer terminal 18 that was called, to be operated by an operator suitable for serving the customer on that terminal 18. The central control unit 12 then notifies the operator of the assigned operator terminal 16 that there is a customer service request. For example, the room image 102 corresponding to the customer terminal 18 that was called (Figure 7 shows the first room as an example) displays a call mark 106 to notify the operator that there is a customer service request on that customer terminal 18. In addition, appropriate decorations (for example, a red border) are added to the periphery of the room image 102 to indicate that there is a customer service request. Although not shown in the illustration, the room image 102 may also be shown enlarged. With these features, the operator can easily recognize that there is a customer service request on that customer terminal 18.

[0082] In this embodiment, each of the room images 102 on the standby screen 100 functions as an operator for accepting a customer service request, that is, an operator for responding to the central control unit 12 that the customer terminal 18 is available for customer service. When the room image 102 corresponding to the customer terminal 18 from which the call operation was made is operated (pressed) by the operator, a response indicating that customer service is available is sent from the operator terminal 16 to the central control unit 12, and the operator terminal 16 and the customer terminal 18 are connected. Then, instead of the standby screen 100, an operation screen 120 as shown in Figures 8 and 9 is displayed on the display device 50. In addition, a message indicating that the customer terminal 18 is available for operator assistance is displayed on the display device 70.

[0083] As shown in Figures 8 and 9, the display device 50 of the operator terminal 16 connected to (matched with) the customer terminal 18 displays an operation screen 120. The operation screen 120 displays an enlarged version of the room image 122 (Figures 8 and 9 illustrate the first room) corresponding to the customer terminal 18 selected as the customer being served. Although not shown in the illustration, this enlarged room image 122 includes an image captured by the first camera 76 (user image) and an image captured by the second camera 78 (input device image). In addition, a string 124 representing the location of the room corresponding to the room image 122 is displayed near the room image 122, for example, in the lower left. Furthermore, an operator input (button image) for receiving operator input is displayed near the room image 122, for example, in the lower right. In this embodiment, a back button 126, a customer service start button 128, and a customer service end button 130 are displayed side by side below the room image 122. The back button 126 is used to exit the operation screen 120 and display the standby screen 100 again on the display device 50 (i.e., return to the standby screen 100). The customer service start button 128 is used to start remote customer service with the matched customer terminal 18. The customer service end button 130 is used to end remote customer service. Although not shown in the illustration, an image of the user's avatar (avatar image 70a) may also be displayed on a part of the operation screen 120 so that the user can provide customer service while checking the movements of their avatar.

[0084] When remote customer service begins, as described above, the operator's response style is transmitted to the central control unit 12, and the operator's customer service level is determined based on that response style. Then, the recommendations to be presented to the operator are determined based on the operator's customer service level, and the determined recommendations are transmitted from the central control unit 12 to the operator terminal 16.

[0085] For example, as shown in Figure 8, when the operator's customer service level is at or above a first predetermined level, and a customer service request is received from another customer (customer terminal 18) suitable for the operator to handle, the customer terminal 18 operated by the other customer is presented to the operator as the next customer terminal 18 to be handled. For example, on the operation screen 120, a room image 102 (the second room is shown as an example in Figure 8) corresponding to the next customer terminal 18 to be handled is displayed to the left of the room image 122 currently being handled. This room image 102 displays a call mark 106, similar to the standby screen 100 described above. This room image 102 also functions as an operator for selecting the recipient of remote assistance. After the current customer service is completed, the operator can start remote customer service for the other customer terminal 18 by operating the presented (recommended) room image 102.

[0086] Furthermore, as shown in Figure 9, when the operator's customer service level is below the second predetermined level, the operator is prompted to perform customer service training. For example, on the operation screen 120, a training button 140, which is an operator for starting customer service training using the customer service learning device 20 (training for customer service with an AI customer), is displayed to the left of the room image 122 during customer service. After the customer service in progress is completed, the operator can perform training for customer service with an AI customer by operating the displayed training button 140.

[0087] Figure 10 shows an example of a prompt and its input / output for determining the operator's customer service level. A prompt like the one shown in Figure 10(A) is input to the customer service level determination model 12b, and the operator's customer service level is determined by the customer service level determination model 12b. In other words, the customer service level determination model 12b functions as an AI for determining the operator's customer service level.

[0088] As shown in Figure 10(A), the customer service level determination model 12b receives a prompt that includes the instruction (i.e., command) "You are the supervisor of the customer service staff. Determine the operator's customer service level from the given conversation history. Output the appropriate level. Also, please tell me the reason why you determined that the level is appropriate," along with a list of four levels of customer service. For example, the customer service levels might include: Level 1: Having a conversation, Level 2: Maintaining a polite tone throughout the conversation, Level 3: Being able to hear the customer's concerns, and Level 4: Being able to solve the customer's concerns.

[0089] When an operator is providing remote customer service, the operator's and customer's speech is recognized and transcribed into text, and this dialogue history is input into the customer service level determination model 12b. For example, if a dialogue history like the one shown in Figure 10(B) is input, the response shown in Figure 10(C) will be output. For example, the output will state "1 (Level 1)" as the customer service level, and the reason will be stated as, "The operator is engaging in dialogue, but lacks politeness, asks repetitive questions, and fails to accurately understand the customer's issues. Also, the proposed solutions are insufficient." In this embodiment, the reason for determining the customer service level is not particularly used, so it may be omitted from the output. In other words, the last sentence of the prompt command may be deleted.

[0090] Figure 11 shows an example of the memory map 200 of the RAM 32 built into the central control unit 12. As shown in Figure 11, the RAM 32 includes a program storage area 202 and a data storage area 204. The program storage area 202 stores an assignment recommendation program, which is an example of an information processing program executed by the central control unit 12 in this embodiment. This assignment recommendation program for the central control unit 12 includes a main processing program 202a, a communication program 202b, a speech recognition program 202c, a customer assignment program 202d, a customer service level determination program 202e, and a recommendation content determination program 202f, among others.

[0091] The main processing program 202a is a program for executing the main routine of the assignment recommendation process of the central control unit 12 in this embodiment. The communication program 202b is a program for communicating (sending and receiving data, etc.) with external devices such as the skill information DB 12a, the customer service level determination model 12b, the operator terminal 16, the customer terminal 18, and the customer service learning device 20.

[0092] The speech recognition program 202c is a program that recognizes the voice data of operators and customers and transcribes it into text. The voice data of operators and customers is transcribed into text, and the text is recorded chronologically, creating a history of the conversation between the operator and the customer.

[0093] The customer assignment program 202d is a program that matches the operator terminal 16 and the customer terminal 18 by referring to the operator's skill information stored in the skill information DB 12a, in order to assign a customer that is suitable for that operator to handle.

[0094] The customer service level determination program 202e is a program for determining the customer service level of an operator based on the operator's interaction style. For example, the customer service level determination program 202e includes a program for obtaining the determination result of the operator's customer service level by inputting the conversation history between the customer and the operator into the customer service level determination model 12b, which has received prompts for determining the customer service level.

[0095] The recommendation content determination program 202f is a program that determines the recommendation content (such as customer service or learning) to present to the operator based on the operator's customer service level, and instructs the operator terminal 16 to present the determined recommendation content to the operator.

[0096] Although not shown in the diagram, the program storage area 202 also stores other programs for executing the assigned recommendation program, as well as other application programs other than the assigned recommendation program.

[0097] Meanwhile, the data storage area 204 stores prompt data 204a, customer voice data 204b, operator voice data 204c, dialogue history data 204d, operator image data 204e, customer service level data 204f, operator terminal management data 204g, customer terminal management data 204h, and customer service learning device management data 204i.

[0098] Prompt data 204a is data about the prompt to be input to the customer service level determination model 12b. Customer voice data 204b is customer voice data received from customer terminal 18. Operator voice data 204c is operator voice data received from operator terminal 16. Dialogue history data 204d is data recorded in chronological order by transcribing the operator and customer voice data into text. Operator image data 204e is operator image data received from operator terminal 16.

[0099] The customer service level data 204f is data indicating the operator's customer service level, obtained from the customer service level determination model 12b according to the customer service level determination program 202e. The customer service level data 204f is stored in the skill information DB 12a and read from the skill information DB 12a when the recommendation content determination program 202f determines the recommendation content.

[0100] Operator terminal management data 204g is data relating to the operator terminals 16, and includes, for example, data on the operational status of each operator terminal 16 (whether or not it is connected to a customer terminal 18 or customer service learning device 20). Customer terminal management data 204h is data relating to the customer terminals 18, and includes, for example, data on the operational status of each customer terminal 18. The operational status of a customer terminal 18 includes three states: "standby (no customer operating)", "calling (a customer has made a call)", and "responding (receiving remote assistance, i.e., connected to operator terminal 16)". Customer service learning device management data 204i is data relating to the customer service learning device 20, and includes, for example, data on the operational status of the customer service learning device 20 (whether or not it is connected to an operator terminal 16).

[0101] Although not shown in the diagram, the data storage area 204 stores other data necessary for the central control unit 12 to perform the assignment recommendation process, and also contains timers (counters) and flags necessary for performing the assignment recommendation process.

[0102] Figure 12 shows an example of the memory map 300 of the RAM 42 built into the operator terminal 16. As shown in Figure 12, the RAM 42 includes a program storage area 302 and a data storage area 304. The program storage area 302 stores a customer service control program, which is an example of an information processing program executed in the operator terminal 16 in this embodiment. This customer service control program for the operator terminal 16 includes a main processing program 302a, an operation detection program 302b, a communication program 302c, a display program 302d, a voice detection program 302e, a voice output program 302f, a shooting program 302g, and a remote customer service program 302h, among others.

[0103] The main processing program 302a is a program for executing the main routine of customer service control processing of the operator terminal 16 in this embodiment. The operation detection program 302b is a program for detecting operation data 304a input from the input device 48 according to the operator's operation. The communication program 302c is a program for communicating with external devices such as the central control unit 12, the customer terminal 18, and the customer service learning device 20. The display program 302d is a program for generating display screen data necessary to display various screens such as the standby screen 100 and the operation screen 120 on the display device 50. The voice detection program 302e is a program for detecting voice using the microphone 52. The voice output program 302f is a program for outputting voice from the speaker 54. The shooting program 302g is a program for capturing images (still images or moving images) using the camera 56. The remote customer service program 302h is a program for the operator to perform remote customer service using the operator terminal 16. This remote customer service program 302h includes various programs to enable remote customer service, including an avatar data generation program for generating avatar data.

[0104] Although not shown in the diagram, the program storage area 302 also stores other programs for executing the customer service control program, as well as other application programs other than the customer service control program.

[0105] On the other hand, various types of data are stored in the data storage area 304. These types of data include operation data 304a, image generation data 304b, operator voice data 304c, operator image data 304d, customer terminal data 304e, and customer service learning device data 304f.

[0106] Operation data 304a is data representing the operator's operation status with respect to the input device 48, as detected by the operation detection program 302b. Image generation data 304b is data such as polygon data and texture data used to generate display screen data by the display program 302d. Operator voice data 304c is operator voice data detected by the microphone 52. Operator image data 304d is data of the operator image captured by the camera 56.

[0107] Customer terminal data 304e is data transmitted and received between the customer terminal 18 and the customer terminal 18. Customer terminal data 304e includes data such as customer voice, customer image, and whether or not a call operation was performed received from the customer terminal 18, as well as data such as operator voice and avatar image to be transmitted to the customer terminal 18. Customer service learning device data 304f is data transmitted and received between the customer service learning device 20 and the customer service learning device 20. Customer service learning device data 304f includes data such as AI customer voice and AI customer image received from the customer service learning device 20, as well as data such as operator voice and operator image to be transmitted to the customer service learning device 20.

[0108] Although not shown in the diagram, the data storage area 304 stores other data necessary for the operator terminal 16 to perform customer service control processing, and also contains timers (counters) and flags necessary for performing customer service control processing.

[0109] Figure 13 shows an example of the memory map 400 of the RAM 62 built into the customer terminal 18. As shown in Figure 11, the RAM 62 includes a program storage area 402 and a data storage area 404. The program storage area 402 stores a customer service control program, which is an example of an information processing program executed in the customer terminal 18 of this embodiment. This customer service control program for the customer terminal 18 includes a main processing program 402a, an operation detection program 402b, a communication program 402c, a display program 402d, a voice detection program 402e, a voice output program 402f, a shooting program 402g, and a remote customer service program 402h, etc.

[0110] The main processing program 402a is a program for executing the main routine of customer service control processing for the customer terminal 18 in this embodiment. The operation detection program 402b is a program for detecting operation data 404a input from the input device 68 according to customer operations. The communication program 402c is a program for communicating with external devices such as the central control unit 12 and the operator terminal 16. The display program 402d is a program for generating display screen data necessary to display various screens on the display device 70. The voice detection program 402e is a program for detecting voice using the microphone 72. The voice output program 402f is a program for outputting voice from the speaker 74. The shooting program 402g is a program for capturing images (still images or moving images) using the first camera 76 and the second camera 78. The remote customer service program 402h is a program for performing remote customer service in cooperation with the operator terminal 16, and includes various programs for realizing remote customer service.

[0111] Although not shown in the diagram, the program storage area 402 also stores other programs for executing the customer service control program, as well as other application programs other than the customer service control processing program.

[0112] On the other hand, various types of data are stored in the data storage area 404. These types of data include operation data 404a, image generation data 404b, customer voice data 404c, customer image data 404d, and operator terminal data 404e.

[0113] Operation data 404a is data representing the customer's operation status to the input device 68 detected by the operation detection program 402b. Image generation data 404b is data such as polygon data and texture data used to generate display screen data by the display program 402d. Customer voice data 404c is customer voice data detected by the microphone 72. Customer image data 404d is data of customer images captured by the first camera 76 and input device images captured by the second camera 78. Operator terminal data 404e is data transmitted and received between the operator terminal 16 and the operator terminal 16. Operator terminal data 404e includes data such as operator voice and avatar image received from the operator terminal 16, and data such as customer voice, customer image, and whether or not a call operation was performed, to be transmitted to the operator terminal 16.

[0114] Although not shown in the diagram, the data storage area 404 stores other data necessary for the customer terminal 18 to perform customer service control processing, and also contains timers (counters) and flags necessary for performing customer service control processing.

[0115] Figure 14 shows an example of the memory map 500 of the RAM 82 built into the customer service learning device 20. As shown in Figure 14, the RAM 82 includes a program storage area 502 and a data storage area 504. The program storage area 502 stores a customer service learning program, which is an example of an information processing program executed by the customer service learning device 20. This customer service learning program includes a main processing program 502a, a communication program 502b, an automatic dialogue program 502c, and an AI customer action determination program 502d, etc.

[0116] The main processing program 502a is a program for executing the main routine of the customer service learning process in the customer service learning device 20 of this embodiment. The communication program 502b is a program for communicating with external devices such as the central control unit 12, the operator terminal 16, and the customer model 20a. The automatic dialogue program 502c is a program for generating and outputting AI customer utterances in response to utterances of the operator performing customer service learning (customer service training) using the customer model 20a. The AI ​​customer action determination program 502d is a program for determining the action of the AI ​​customer based on the content of the AI ​​customer's utterance and for transmitting image data (AI customer image data 504d) of the AI ​​customer performing the determined action to the operator terminal 16.

[0117] Although not shown in the diagram, the program storage area 502 also stores other programs for executing the customer service learning program, as well as other application programs other than the customer service learning program.

[0118] Meanwhile, the data storage area 504 stores AI customer speech data 504a, operator voice data 504b, dialogue history data 504c, and AI customer image data 504d, among other things.

[0119] AI customer speech data 504a is data (text data and voice data) about the AI ​​customer's speech generated according to the automated dialogue program 502c. Operator voice data 504b is the operator's voice data received from the operator terminal 16. Dialogue history data 504c is data about the dialogue history, which is a chronological arrangement of the conversations between the AI ​​customer and the operator during customer service learning. AI customer image data 504d is video data about the AI ​​customer's actions determined according to the AI ​​customer action determination program 502d.

[0120] Although not shown in the diagram, the data storage area 504 stores other data necessary for the customer service learning device 20 to perform customer service learning processing, and also contains timers (counters) and flags necessary for performing customer service learning processing.

[0121] Figure 15 is a flowchart showing an example of the assignment recommendation process of the CPU 30 of the central control unit 12. As shown in Figure 15, when the CPU 30 starts the assignment recommendation process, it first determines in step S1 whether it has received a customer service request (call notification) from the customer terminal 18. If the answer in step S1 is "NO", that is, if it has not received a customer service request from the customer terminal 18, it waits until a customer service request is received. On the other hand, if the answer in step S1 is "YES", that is, if it has received a customer service request from the customer terminal 18, it proceeds to step S3.

[0122] In step S3, the operator terminal 16 and the customer terminal 18 are matched. Specifically, the operator's skill information stored in the skill information DB 12a is referenced to identify an operator suitable to handle the customer who made the customer service request, and the operator terminal 16 used by that operator is notified that the customer terminal 18 has made a customer service request. If the operator terminal 16 is able to provide customer service, it sends a response to the central control unit 12 indicating that it is able to provide customer service and performs a response start operation, thereby initiating remote customer service.

[0123] In the next step, S5, the operator's interaction style during customer service is acquired. Specifically, operator voice data and operator image data are received from the operator terminal 16, and customer voice data is received from the customer terminal 18. Furthermore, a dialogue history between the operator and the customer is created from the operator voice data and customer voice data.

[0124] In the following step S7, the operator's customer service level is determined based on the operator's response style during customer service, and the skill information DB12a is updated. For example, the conversation history between the customer and the operator is input to the customer service level determination model 12b, and the result of determining the operator's customer service level is obtained. The determined customer service level is sent to the skill information DB12a for storage.

[0125] In the following step S9, it is determined whether the operator's customer service level is level 1 (second predetermined level) or lower. If the answer in step S9 is "YES," that is, if the operator's customer service level is level 1 or lower, the process proceeds to step S11.

[0126] In step S11, the operator is recommended to undergo training with an AI customer. Specifically, a control signal is sent to the operator terminal 16 to instruct it to present customer service training with an AI customer as the next item to be done. Based on this instruction from the central control unit 12 (CPU 30), a training button 140 (see Figure 9) is displayed on the operation screen 120 of the operator terminal 16. By operating the training button 140, the operator can perform customer service training with an AI customer (customer service learning using the customer service learning device 20).

[0127] In the following step S13, the operator's interaction style during training with the AI ​​customer is acquired. Specifically, operator voice data and operator image data are received from the operator terminal 16, and AI customer speech data is received from the customer terminal 18. A dialogue history between the operator and the AI ​​customer is also created from the operator voice data and AI customer speech data. Then, in step S15, the operator's customer service level is determined (re-determined) based on the operator's interaction style with the AI ​​customer, the skill information DB 12a is updated, and this assignment recommendation process ends.

[0128] Furthermore, if the answer in step S9 is "NO," meaning the operator's customer service level is higher than level 1, the process proceeds to step S17. If the answer in step S17 is "YES," meaning the operator's customer service level is level 4 or higher, the process proceeds to step S21. On the other hand, if the answer in step S17 is "NO," meaning the operator's customer service level is lower than level 4, the process proceeds to step S19.

[0129] In step S19, it is determined whether the operator terminal 16 is busy. For example, if there are no customer terminals 18 currently in use (i.e., there are no customers to assign to the operator next), it is determined that the operator terminal 16 is not busy. If the answer in step S19 is "NO", that is, if the operator terminal 16 is not busy, the process proceeds to step S11, where the operator is recommended to receive training from an AI customer. On the other hand, if the answer in step S19 is "YES", that is, if the operator terminal 16 is busy, the process proceeds to step S21.

[0130] In step S21, the operator terminal 16 is matched with and recommended to the next customer terminal 18. Specifically, the operator's skill information stored in the skill information DB 12a is referenced to determine a customer (customer terminal 18) suitable for the operator to handle, and the operator terminal 16 is notified of this customer terminal 18 to be handled next. Based on this instruction from the central control unit 12 (CPU 30), the room image 102 (see Figure 8) corresponding to the next customer terminal 18 to be handled is displayed on the operation screen 120 of the operator terminal 16. The operator can then perform remote customer service for the next customer terminal 18 by operating the room image 102. When the processing of step S21 is completed, this assignment recommendation process ends.

[0131] In the flowchart shown in Figure 15, the service level is determined each time the operator interacts with a customer, but this is not the only way. If the operator's service level is determined to be Level 4 (the highest level) once or several times in a row, the operator may be judged to have moved beyond the beginner stage (i.e., to be a skilled customer service provider), and subsequent reassessments of the service level may be omitted. In other words, the operator's service level is fixed at Level 4, and the recommendations presented to the operator as the next action to take will be the actual customer service assigned to the customer based on the operator's skill information.

[0132] As described above, this embodiment determines the recommendations (customer service or learning) presented to the operator based on the operator's customer service level, thus enabling appropriate remote customer service while efficiently improving the operator's proficiency. Furthermore, since suitable customers are automatically assigned to the operator based on the operator's skill information, remote customer service can be performed efficiently and appropriately.

[0133] In the above embodiment, we showed the application of System 10 to a hotel, but System 10 is not particularly limited and can be applied to train stations, bus terminals, airports, hospitals, government offices, shopping malls, etc., as long as there is an environment where customer service can be provided online.

[0134] Furthermore, in the above embodiment, the central control unit 12 and the customer service learning device 20 are provided separately, but the central control unit 12 can also serve as the customer service learning device 20. In addition, the operator terminal 16 itself may have a customer service learning function. In other words, the operator terminal 16 can also serve as the customer service learning device 20. Also, the customer terminal 18 may be an autonomously mobile robot, and the avatar that acts as the operator's alter ego (proxy) may be a character (CG character) existing in a virtual space, or a robot existing in the real space.

[0135] Furthermore, the order in which each step in the flowchart shown in the above-described embodiment is processed can be changed if the same result can be obtained. Also, the various screens and specific numerical values ​​shown in this specification and drawings are merely examples and can be changed as needed. [Explanation of symbols]

[0136] 10… Online customer service system 12 ... Central Control Unit 12a ... Skill Information Database 12b...Customer service level assessment model 14 ... Network 16 ... Operator terminal 18 ... Customer terminal 20... Customer service learning device 20a ... Customer Model 30 ...CPU of the central control unit

Claims

1. An online customer service system comprising a central control unit, a customer terminal used by a customer, and an operator terminal used by a human operator who interacts with the customer online, The aforementioned central control unit is Skill information storage means for storing the operator's skill information, A customer service level determination means for determining the customer service level of the operator based on the operator's manner of interacting with the customer, and An online customer service system comprising a recommendation content determination means that determines, based on the customer service level of the operator determined by the customer service level determination means, the content of recommendations to be presented to the operator as the next thing to do.

2. The online customer service system according to claim 1, further comprising a customer assignment means that assigns customers suitable for the operator to serve based on the operator's skill information stored in the skill information storage means.

3. The online customer service system according to claim 2, wherein the recommendation content determination means determines the customer service assigned by the customer assignment means as the recommendation content when the operator's customer service level is at or above a first predetermined level, and determines customer service learning as the recommendation content when the operator's customer service level is at or below a second predetermined level.

4. The system further includes a customer service learning device that allows the operator to receive training on how to interact with virtual customers using artificial intelligence. The online customer service system according to claim 3, wherein the recommendation content determination means determines the customer service learning using the customer service learning device as the recommendation content when the operator's customer service level is below the second predetermined level.

5. The online customer service system according to claim 4, wherein the customer service level determination means determines the customer service level of the operator based on the operator's response patterns during the learning process when the operator has learned customer service using the customer service learning device.

6. The central control unit includes congestion status determination means for determining the congestion status of the operator terminals, The online customer service system according to claim 1 or 2, wherein the recommendation content determination means determines customer service learning as the recommendation content when the operator's customer service level is not above a first predetermined level and the congestion status determination means determines that the operator's terminal is not congested.

7. A control program executed in the central control unit of an online customer service system comprising a central control unit, a customer terminal used by a customer, an operator terminal used by a human operator who interacts with the customer online, and a skill information storage means for storing the operator's skill information, The processor of the aforementioned central control unit A customer service level determination step, which determines the customer service level of the operator based on the operator's manner of interacting with the customer, and A control program that, based on the customer service level of the operator determined in the customer service level determination step, causes the program to execute a recommendation content determination step that determines the recommendation content to be presented to the operator as the next action to be taken.

8. A control method for the central control unit of an online customer service system comprising a central control unit, a customer terminal used by a customer, an operator terminal used by a human operator who interacts with the customer online, and a skill information storage means for storing the operator's skill information, The processor of the aforementioned central control unit is Based on the manner in which the operator interacts with the customer, the operator's level of customer service is determined, and A control method that determines the content of recommendations to be presented to the operator as the next action to be taken, based on the determined level of customer service of the operator.

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