Call response training device and call response training system

Abstract

This invention provides a telephone communication training device and system that improve the telephone communication skills of group members, particularly company employees. [Solution] The call handling training device of the present invention includes: a call analysis and evaluation unit that analyzes and evaluates the calls of members of a group; a scenario list creation unit that creates a scenario list for call handling training based on the evaluation results obtained by the call analysis and evaluation unit; a call handling training device that creates a scenario for trainees using the scenario list and conducts call handling training for trainees using the scenario; a call handling analysis unit that associates the calls of trainees with scenario data; and a result evaluation unit that compares the analysis results data of the call handling analysis unit with the evaluation results of the members of the group to evaluate the results of the call handling training.

Description

Technical Field

[0001] The present invention relates to a call handling training apparatus and a call handling training system for improving the skills of members of an organization, particularly company employees, in handling communications via call means.

Background Art

[0002] To improve the quality of telephone handling by operators in a call center, a telephone handling evaluation apparatus is disclosed that evaluates voice data from the start to the end of an operator's telephone handling based on pre-registered evaluation criteria, and screens out voices that require improvement guidance.

[0003] However, the aforementioned apparatus can only contribute to screening out voices that require improvement guidance, and is not necessarily suitable for training ordinary telephone transfer operations of organizations other than call centers. Depending on the nature and characteristics of the organization, such as a corporate entity, general incorporated association, or general incorporated foundation, the responses and inquiries that the telephone counterpart requests from the members of that organization are diverse.

[0004] In addition, due to the diversity of responses and inquiries requested by the telephone counterpart, there is a risk that ordinary telephone transfer calls of that organization cannot be appropriately evaluated solely by voice evaluation.

Prior Art Documents

Patent Documents

[0005]

Patent Document 1

Summary of Invention

Problems to be Solved by the Invention

[0006] The present invention has been made in view of the above, and an object thereof is to provide a call handling training apparatus and a call handling training system that improve the call handling skills of members of an organization, particularly company employees, via call means such as telephones. [Means for solving the problem]

[0007] To solve the above-mentioned problems and achieve the objective, the call response training device according to the present invention includes: a call analysis and evaluation unit that analyzes the calls of members of an organization and performs a process of evaluating the analyzed calls based on call response standards set by the organization; a scenario list creation unit that creates a scenario list for call response training based on the evaluation results of the calls of members of the organization obtained by the evaluation process of the call analysis and evaluation unit; a call response training control unit that determines trainees who require call response training based on the call response standards set by the organization and the evaluation results of members of the organization, creates a scenario for the trainees using the scenario list, and performs the call response training for the trainees using the scenario; a call response analysis unit that associates the call content of the trainees included in the call data acquired in the call response training with the scenario list; and a result evaluation unit that compares the analysis result data of the call response analysis unit with the evaluation results of members of the organization obtained by the call analysis and evaluation unit to evaluate the results of the call response training for the trainees.

[0008] Furthermore, in the call handling training device according to the present invention, the call handling training control unit comprises a call forwarding agent securing unit and a call handling training initiation unit, wherein the call forwarding agent securing unit performs a process to determine a call forwarding agent to conduct the call handling training based on the call handling criteria established by the organization, and the call handling training initiation unit may perform a process to instruct the call forwarding agent securing unit to perform the process of making a call to the call forwarding agent and the process of sending guidance to the call forwarding agent to have the call handling training transferred to the training subject.

[0009] The call handling training system according to the present invention includes: a call analysis and evaluation server that analyzes calls made by members of an organization and evaluates the analyzed calls based on call handling standards set by the organization; a scenario list creation unit that creates a scenario list for call handling training based on the evaluation results of the members of the organization obtained by the evaluation process of the call analysis and evaluation server; a call handling training control server that determines trainees who require call handling training based on the call handling standards set by the organization and the evaluation results of the members of the organization, creates a scenario for the trainees using the scenario list, and performs the call handling training on the trainees using the scenario; and the call information included in the call handling training A call response training system comprising: a result evaluation server that performs a process to evaluate the results of the call response training of a trainee by analyzing the content of a trainee's calls and associating them with the scenario data, comparing the data from the analysis with the evaluation results of the group members obtained by the call analysis evaluation server; and a storage server that stores data acquired by the processes performed by the call analysis evaluation server, the scenario list creation unit, the call response training control server, and the result evaluation server, wherein the storage server transmits the stored data via a network in accordance with the requests of the call analysis evaluation server, the scenario list creation unit, the call response training control server, and the result evaluation server.

[0010] Furthermore, the call handling training system according to the present invention comprises a call forwarding agent securing unit and a call handling training initiation unit, wherein the call forwarding agent securing unit performs a process to determine a call forwarding agent to conduct the call handling training based on the call handling criteria established by the organization, and the call handling training initiation unit may perform a process to instruct the call forwarding agent securing unit to perform the process of making a call to the call forwarding agent and the process of sending guidance to the call forwarding agent to have the call for the call handling training be forwarded to the training subject. [Effects of the Invention]

[0011] The call handling training system disclosed herein allows organizations to understand the trends in requirements for their members and to grasp the quality of their call handling and other aspects of their call handling. Furthermore, even if the trends in requirements of the other party to a call vary greatly depending on the industry to which the organization belongs and the nature of the organization, the call handling training system disclosed herein reflects these trends in the scenarios, thereby providing efficient call handling training. [Brief explanation of the drawing]

[0012] [Figure 1] Figure 1 is a block diagram showing an example configuration of a call response training device 1 according to one embodiment. [Figure 2] Figure 2 shows a portion of the data acquired from the voice data analysis unit 24, which constitutes the call response training control unit 50, and stored in the related data storage unit 31 for scenario creation, in a call response training device 1 according to one embodiment. [Figure 3] Figure 3 shows an example of a scenario pattern according to one embodiment. [Figure 4] Figure 4 is a flowchart illustrating an example of the operation from acquiring call information of group members to creating a scenario list according to one embodiment. [Figure 5]FIG. 5 is a flowchart illustrating an example of a call handling training start process executed by a call handling training control unit 50 according to an embodiment. [Figure 6A] FIG. 6A is a display example of quality evaluation of call handling performed for members of an organization according to an embodiment. [Figure 6B] FIG. 6B is a display example of quality evaluation of call handling performed for members of an organization according to an embodiment. [Figure 6C] FIG. 6C illustrates specific contents of the items in FIG. 6A and FIG. 6B. [Figure 6D] FIG. 6D is a trainee extraction list in which candidates for training targets are ranked according to an embodiment. [Figure 6E] FIG. 6E is a list of training target persons according to an embodiment. [Figure 7A] FIG. 7A is a flowchart illustrating an example of a process executed by a transfer requestor securing unit 52 for determining a training transfer requestor according to an embodiment. [Figure 7B] FIG. 7B is an example of a display of the result of the determination process for the training transfer requestor according to an embodiment. [Figure 8] FIG. 8 is an example of a start process of call handling training according to an embodiment, and is a flowchart illustrating an example of a process for causing the transfer requestor securing unit 52 to make the transfer requestor make a call for requesting a trainee to transfer a call. [Figure 9] FIG. 9 is a flowchart illustrating an example of execution of call handling training according to an embodiment. [Figure 10] FIG. 10 is a diagram illustrating a call handling training system according to a second embodiment. [Mode for Carrying Out the Invention]

[0013] The call means in the present invention refers to devices having a call function, specifically, call means such as wired or wireless telephones and mobile terminals such as smartphones, as well as call systems such as ZOOM and TEAMS, and chatbots and the like.

[0014] Hereinafter, embodiments of the present invention will be described in detail. In the drawings, components having the same function are denoted by the same reference numerals, and redundant descriptions are omitted.

[0015] [First Embodiment] (Configuration Example of Call Handling Training Apparatus 1) FIG. 1 is a block diagram showing a configuration example of the call handling training apparatus 1 according to the first embodiment.

[0016] In FIG. 1, call means A1, A2, ..., A used by a plurality of members of an organization N are each connected to the line control unit 10 via a communication line LINE, and make calls with other call means of the organization and / or external lines via a line network LW. The line control unit 10 transmits call data including voice data of calls made by the members of the organization to the call analysis and evaluation unit 20.

[0017] The call analysis and evaluation unit 20 includes a first call control unit 21, a call requirement collection unit 22, a first speech recognition and analysis unit 23, and a voice data analysis unit 24, and collects various types of information from the call content of the members of the organization.

[0018] The first call control unit 21 receives the call data transmitted from the line control unit 10, transmits data including at least voice data among the call data to the first speech recognition and analysis unit 23, and transmits data including at least information such as the content of call handling and call duration among the call data to the call requirement collection unit 22.

[0019] The first speech recognition and analysis unit 23 converts the received speech data into text, and the speech data analysis unit 24 obtains various data from the text-converted speech data (for example, the company name, name of the person on the other end of the call with multiple members of the group, the content of the call, the duration of the call by the means of communication, etc.) and transmits the obtained various data to the data storage unit 30.

[0020] The various data acquired from the voice data analysis unit 24 may be stored in a single storage location, or, as shown in Figure 1, may be classified by the call requirements collection unit 22 and the voice data analysis unit 24 based on the characteristics of the data and stored in at least one of the related data storage unit 31 for scenario creation, the related data storage unit 32 for call response evaluation, and the voice data storage unit 33. Alternatively, during a call, the voice data analysis unit 24 may store the voice data in the voice data storage unit 33, and immediately after the start of the call, the first voice recognition analysis unit 23 may start converting the voice data to text and transmit the texted voice data to the voice data analysis unit 24, which may continuously or intermittently transmit at least one of the raw voice data and the received texted voice data to the voice data storage unit 33. The data storage unit 30 may be connected to a personal computer via a wired or wireless connection, and a portion of the data stored in the related data storage unit 31 for scenario creation may be displayed in a table format on a display device such as a display or monitor, or a mobile terminal such as a smartphone (hereinafter referred to as "external terminal, etc.") as shown in Figure 2.

[0021] As shown in Figure 1, the call requirements collection unit 22 can store data related to the content of the call interaction, such as questions to group members, opinions, and responses from group members, from among the various data acquired from the voice data analysis unit 24 in the related data storage unit 31 for scenario creation, and data related to the evaluation of the call interaction, such as call duration, in the related data storage unit 32 for call interaction evaluation. In addition, in Figure 1, the voice data storage unit 33 may store at least one of the following: received raw voice data, transcribed voice data, and voice data processed by the voice data analysis unit 24.

[0022] In Figure 1, the data of the call handling stored in the related data storage unit 31 for scenario creation is transmitted to the scenario list creation unit 40, and the scenario list creation unit 40 uses the received data to create a scenario list for the members of the group. The scenario list created by the scenario list creation unit 40 may be displayed on an external terminal or the like. The display format for displaying the scenario list and the scenario patterns for creating the scenario list on the display device or the like is not particularly limited, but from the viewpoint of readability, it may be displayed on an external terminal or the like in a table format as shown in Figure 3, or in a list format that enumerates items.

[0023] Furthermore, the data on the content of the call may be transmitted directly from the call requirements collection unit 22 to the scenario list creation unit 40 without going through the data storage unit 30.

[0024] The scenario list is transmitted to the call response training control unit 50, which uses the received scenario list to select the subjects for call response training and to conduct call response training for those subjects. Furthermore, the call response training device 1 of the present invention analyzes the content of the call response training using the second speech recognition analysis unit 60 and the call response analysis unit 70, and evaluates the results of the call response training using the result evaluation unit 80.

[0025] (Example of a process for obtaining call information of group members and creating a scenario list) An example of the operation of this call handling training device 1, from acquiring call information of group members to creating a scenario list, will be explained with reference to the flowchart in Figure 4.

[0026] When a call is received by a member of the group, that is, immediately after the call is received, the call response training device 1 begins to collect the requirements of the other party (step S10). The call requirements collection unit 22 measures the time from the time of receiving the call until the call is connected or the call is answered (hereinafter also referred to as "off-hook") via the line control unit 10 and the first call control unit 21 as the time from receiving the call until the start of call response, and stores the measured time in the call response evaluation related data storage unit 32 (step S11).

[0027] If a member of the group puts a call on hold, the call requirements collection unit 22, triggered by the call being put on hold, measures the time until the call goes off-hook via the line control unit 10 and the first call control unit 21, and stores the measured time in the call handling evaluation related data storage unit 32 (step S12). The member who put the call on hold is the "first responder" in Figure 2, and the member who takes over the put-on call is the "recipient" in Figure 2.

[0028] The call analysis and evaluation unit 20 records call data until the first responder or the intermediary terminates the call using the telephone means (hereinafter also referred to as "on-hook") (step S13). At least the voice data of the call data is transmitted to the first speech recognition analysis unit 23 via the line control unit 10 and the first call control unit 21, and the voice data is converted into text by the first speech recognition analysis unit 23 (step S14). The processing in step S14 may be performed after on-hook, as shown in Figure 4, or it may be started immediately after off-hook.

[0029] In Figure 4, the voice data analysis unit 24 performs natural language processing on the transcribed voice data to obtain various data such as the other party's name, the name of the company they belong to, and the requirements. The transcribed voice data and the various data obtained by the voice data analysis unit 24 are transmitted to the data storage unit 30 and stored in the related data storage unit 31 for scenario creation, etc. (step S15). The natural language processing in step S15 may be performed, for example, by the voice data analysis unit 24 performing morphological and syntactic analysis on the transcribed voice data based on the grammar and syntax of the call data structure. Note that the processing in step S15 may be performed immediately after the start of step S14, or after the completion of the processing in step S14.

[0030] Furthermore, the voice data analysis unit 24 evaluates the content of the transcribed and natural language processed voice data using a natural language dictionary or a learning model trained with standard conversation training data set by the organization, and stores the evaluation results in the call response evaluation related data storage unit 32 (step S16). For example, the voice data analysis unit 24 evaluates items such as whether the organization members are able to convey accurate information to the other party, whether the language is correct, and whether the language is polite. Note that the processing in step S16 may be performed in parallel with the processing in step S15.

[0031] Furthermore, the scenario list creation unit 40 classifies each word of the transcribed and natural language processed audio data by determining which of the scenario pattern items it corresponds to, calculates the proportion of each scenario pattern item in the audio data, and saves the calculated proportion to the scenario list storage unit (step S17). After performing all the processing steps S11 to S17 for a certain number of call data, for example, call data of a specific number of members, the call analysis and evaluation unit 20 terminates the call requirements collection process (step S18).

[0032] The items in the scenario pattern can be predetermined according to the standards set by the organization regarding skills for handling calls via telephone. Furthermore, the processing in step S17 may be carried out by selecting and using one of several scenario patterns.

[0033] For example, multiple scenario patterns may be stored in at least one of the call analysis and evaluation unit 20, the data storage unit 30, and the scenario list creation unit 40. Triggered by the start of steps S10 to S16, the scenario list creation unit 40 may read one of the scenario patterns and execute the process in step S17 from the data stored in the related data storage unit 31 for scenario creation and / or the related data storage unit 32 for call handling evaluation. Alternatively, the scenario list creation unit 40 may directly receive data from the call analysis and evaluation unit 20 (particularly the call requirements collection unit 22) instead of, or in addition to, the call data stored in the data storage unit 30, and execute the process in step S17. Figure 3 reflects the composition ratio calculated by the scenario list creation unit 40.

[0034] (An example of the process for determining the target participants and creating scenarios for telephone response training) As shown in Figure 1, the call handling training control unit 50 in the first embodiment includes a second call handling control unit 51, a call forwarding agent securing unit 52, a call handling training start unit 53, and a call handling training unit 54. The call handling training control unit 50 performs the call handling training start process shown in Figure 5.

[0035] The call handling training initiation unit 53 starts processing triggered by activation by the user or receipt of a scenario list (step S50). The call handling training initiation unit 53 obtains personal information of the organization's members from the HR system server (step S51) and uses the obtained personal information based on predetermined conditions to select candidates for training (step S52).

[0036] The personal information obtained in step S51 is not limited to, but includes, information about the employment of the group's members, such as employee number, position, and length of service. The “predetermined conditions” used in step S52 are the standards of call handling skills that the evaluation of the personal information of the group's members obtained in step S51 and the items in the scenario list should meet. Examples of “predetermined conditions” include the time from incoming call to off-hook, the politeness of the group's call, the accuracy of content transmission, hold time, and call duration. The politeness of the member's call may be determined based on the ratio of times the member's call was judged to be polite relative to the total number of times the transcribed voice data was compared with data on polite and impolite expressions stored in the server device. Similarly, the accuracy of the member's content transmission may be determined based on the ratio of times the transcribed voice data was judged to be accurate relative to the total number of times the data was compared with various information stored in the server device.

[0037] The "predetermined conditions" used in step S52 may be displayed via a terminal such as a keyboard or touch panel using a 5-point rating system, as shown in Figures 6A and 6B. Figures 6A to 6E show examples where a telephone is used as the means of communication, and Figure 6C shows the specific contents of the items described in Figures 6A and 6B.

[0038] The more "pre-defined conditions" there are, the larger the amount of data on polite and impolite expressions stored on the server device, the amount of data stored on the server device to judge the accuracy of content transmission, and the amount of data collected and stored, which can be turned into big data. This big data information can be analyzed to find patterns and can be used to optimize the quality of call handling via communication methods. Furthermore, optimizing the quality of call handling leads to an increase in sales of service products, and an increase in sales of service products further improves the amount, diversity, value, and accuracy of the data, thus making the creation of big data even more beneficial.

[0039] Furthermore, the overall evaluation of the "predetermined conditions" used in step S52 may be displayed on the display terminal or the like in a table format, such as the item "Telephone Response Quality" in Figure 6D, so that the relationship between one condition and other conditions can be confirmed. The item "Telephone Response Quality" in Figure 6D can be determined, for example, by weighting each item of the telephone response quality evaluation in Figures 6A and 6B.

[0040] In Figure 5, in steps S51 and S52, the call handling training initiation unit 53 ranks and determines candidates for training according to the predetermined conditions, as shown in the training target extraction list in Figure 6D. However, the user may also determine the candidates for training and input to the call handling training initiation unit 53 to conduct call handling training for those individuals.

[0041] The call handling training initiation unit 53 determines the date and time of call handling training for each of the candidates selected in step S52 by having the AI ​​learn the personal information and schedule of the candidate(s) (step S53). Information on the schedules of the candidates to be trained can be obtained by using a groupware system, an in-house intranet, or a system that connects multiple communication terminals connected to the Internet via a server so that they can communicate with each other (e.g., TEAMS) (hereinafter referred to as "groupware system, etc.").

[0042] Even candidates who are eligible for training may be restricted from receiving telephone etiquette training. In addition to the processing in step S53, the telephone etiquette training initiation unit 53 may send data from a table-format training participant extraction list, as shown in Figure 6D, to the manager (step S53-1), and only members approved by the manager may be included as candidates for telephone etiquette training (steps S54-S56). In step S56, the telephone etiquette training initiation unit 53 may modify the training participant extraction list and / or create a training participant list so that it is clear that only members approved by the manager are candidates for training. Note that the "〇" in the "Training Participant" column in Figure 6D indicates a training participant who has received approval from the manager.

[0043] The call handling training initiation unit 53, similar to step S53, obtains the schedules of the members determined as training subjects from the server and obtains information on whether or not call handling training can be conducted (step S57). In step S57, the call handling training initiation unit 53 may also be controlled to confirm with the training subjects whether or not they can conduct call handling training using the aforementioned groupware system or the like. The call handling training initiation unit 53 may also be controlled to confirm with the training subjects whether or not they can conduct call handling training using a chatbot such as ChatGPT. In step S57, the order in which the call handling training will be conducted may be determined, and this order may remain as determined in step S52, or the user may adjust it and input it into the call handling training initiation unit 53.

[0044] The call handling training initiation unit 53 may display the results obtained from the processing in step S57 on an external terminal or the like. Figure 6E visualizes, in table format, whether or not the trainee is eligible for call handling training, obtained from the processing in step S57.

[0045] The call handling training initiation unit 53 has the function of creating call handling training scenarios for each member of the group, using the scenario list of each member of the group, so that the member becomes the call handling trainer, i.e., the first responder or the person to whom the call is forwarded in Figure 2.

[0046] In step S58, scenarios for the trainees are created. Preferably, in step S58, a scenario for call handling training may be created for each of the members determined to be trainees using a scenario list. If the trainees' schedules do not match the scheduled date and time for the call handling training, in step S59, the call handling training initiation unit 53 may control the call handling training unit 54 to create scenarios only for the members of the determined trainees who are able to conduct the call handling training.

[0047] Upon completion of the process in step S58, the call handling training initiation unit 53 completes the process of determining the call handling training target and the scenario creation process (step S59). The call forwarding requester securing unit 52 also starts the process of determining the training call forwarding requester shown in Figure 7A based on instructions from the call handling training initiation unit 53 or user operation (step S501). The call forwarding requester corresponds to the "first call handler" in Figure 2.

[0048] (An example of the process for determining the training intermediary requester) The call handling training initiation unit 53 instructs the call forwarding requester securing unit 52 to process the task of determining the call forwarding requester when conducting the call handling training.

[0049] In Figure 7A, the call forwarding requester securing unit 52 is controlled by the call response training initiation unit 53 to perform the process (step S502) of determining candidates for the member who will be responsible for requesting the call forwarding of external calls to the person receiving the call response training (referred to as the "call forwarding requester"). Criteria for determining candidates for call forwarding requesters include, for example, the following criteria (1) to (3). (1) Not a candidate for call handling training determined in step S52. (2) The amount of time spent making calls using telephones or other means of communication (hereinafter referred to as "telephone call time") is small. (3) Insufficient time spent attending meetings. This information can be obtained using the aforementioned groupware system, etc. Furthermore, the intermediary requester securing unit 52 may be controlled to select candidates for intermediary requesters in ascending order, as shown in Figure 2, by calculating and comparing the total amount of time spent on phone calls and attending meetings.

[0050] The intermediary requester securing unit 52 uses a chatbot such as ChatGPT to inquire with candidates for intermediary requesters about their availability (step S503). If approval is not obtained, the unit selects one of the other candidates for intermediary requester as appropriate (step S504) and repeats the process in step S503. If more than two intermediary requesters are desired, the unit repeats steps S504 and S503 until the number of intermediary requesters reaches the desired number or until there are no more candidates for intermediary requester.

[0051] When the number of intermediary requesters reaches the desired number, or when the process in step S503 is completed for all intermediary requester candidates, the intermediary requester securing unit 52 terminates the training intermediary requester determination process (steps S505, S506). After steps S505, S506, for confirmation, the intermediary requester securing unit 52 may display the training intermediary requester determination process on an external terminal or the like in the format shown in Figure 7B.

[0052] The processes in steps S501 to S506 are performed after the process of determining the target participants for call handling training and the process of creating scenarios, but this is just one example, and they can be performed after the process of determining the target participants for call handling training (step S57).

[0053] After the process of determining the participants for call handling training, the scenario creation process, and the determination of the training intermediary requester is completed, the call handling training initiation unit 53 instructs the intermediary requester securing unit 52 to make a call or summon the intermediary requester, and the intermediary requester securing unit 52, upon receiving the instruction, makes a call or summons the intermediary requester (step S510). Hereinafter, when the intermediary requester makes a call or other contact via a telephone means to request intermediary, it is simply referred to as "the intermediary requester makes a call."

[0054] Furthermore, if a call forwarding agent cannot be determined in step S506, the user may instruct the call response training start unit 53 to determine a member to act as a call forwarding agent and start the process in step S510. Alternatively, after the process in step S505, the user may add a member to act as a call forwarding agent and start the process in step S510.

[0055] (An example of the process for starting call handling training) The call handling training initiation unit 53 performs the process of selecting one of the training subjects determined in step S57, and instructs the call handling requester securing unit 52 to send guidance to the call handling requester for conducting call handling training for the selected training subject.

[0056] To that end, first, the call handling training initiation unit 53 instructs the call forwarding requester securing unit 52 to make a call to a call forwarding requester (step S510) as shown in Figure 8, and the call forwarding requester securing unit 52, upon receiving the instruction, checks the status of the call forwarding requesters (step S511). The confirmation process in step S511 may be performed using a server, groupware system, chatbot, etc., similar to the process performed in step S57. If all call forwarding requesters are unavailable, the call handling training initiation unit 53 or the call forwarding requester securing unit 52 asks the user whether they want to set up new call forwarding requesters (step S512). If the user sets up new call forwarding requesters, a call is made to the members of the call forwarding requester team (step S514). If all call forwarding requesters are unavailable and the user does not wish to undergo call handling training, the call handling training initiation unit 53 may terminate the call handling training (step S513).

[0057] The call forwarding officer securing unit 52 places a call to the aforementioned call forwarding officer newly designated by the call forwarding officer member or user whose presence has been confirmed (step S515). The call forwarding officer securing unit 52 determines whether the called call forwarding officer will respond to the call within a predetermined time (step S516). If the means of communication is a telephone, step S516 determines whether the called call forwarding officer answered the call within the predetermined time. If the call forwarding officer starts a call in response to the call within the predetermined time, the call forwarding officer securing unit 52 sends guidance to the member of the call forwarding officer who initiated the call, informing the call forwarding officer that this call is a call response training, that the training target will receive call response training, and that they will be asked to act as a call forwarding officer for an external line (step S518). The predetermined time until the call forwarding officer starts a call may be set in advance by the user.

[0058] If the call forwarding agent does not go off hook within the predetermined time, the call response training initiation unit 53 selects one of the members who have been determined to be the call forwarding agent and sets the selected member as the call forwarding agent for the call response training (step S517), and the call response training initiation unit 53 resumes the series of processes from step S511.

[0059] The call forwarding requester securing unit 52 checks whether a call to request a call forwarding to the training subject was made within a predetermined time, such as by going on hook without actually calling the training subject (step S519). If it cannot be confirmed that the call forwarding requester made a call to request a call forwarding within a predetermined time, the call forwarding requester securing unit 52 performs the processes from steps S511 to S518 for another member of the call forwarding requesters determined in steps S501 to S506 until another call forwarding requester requests a call forwarding to the training subject.

[0060] If a call forwarding agent makes a call requesting call forwarding via the call means within a predetermined time, the call response training initiation unit 53 instructs the call forwarding agent securing unit 52 to complete the series of processes (step S520), and also instructs the call response training unit 54 to execute call response training (step S540).

[0061] (Conducting telephone answering training) Figure 9 is a flowchart illustrating an example of the execution of call handling training. The call handling training unit 54 has a speech recognition function and conducts voice calls with the training subject using AI. The call handling training is performed by the call handling training unit 54 engaging in AI dialogue with the training subject using a scenario for call handling training.

[0062] The call handling training unit 54 controls the line to the second call control unit 51 so that no calls other than those for call handling training come in to the training target determined in step S57 (step S541). In Figure 9, the process in step S541 is executed after the process in step S540, but the timing of its execution is not particularly limited as long as it is after the process in step S57, which determines the training target.

[0063] If, after step S541, the person being trained goes off-hook when the call is made by the call forwarder within a predetermined time (step S542), the call handling training unit 54 executes call handling training according to the received scenario data (step S550).

[0064] In step S542, if the call handling training unit 54 determines that the training subject did not transfer the call from the call transfer requester within the predetermined time, it performs a process to notify the call handling training start unit 53.

[0065] The call handling training initiation unit 53 performs a process to determine whether it is possible to select any of the training subjects determined in step S57, excluding the training subject who did not transfer the call (step S544). If a suitable training subject exists, it instructs the call transfer requester securing unit 52 to perform the processes from step S510 onwards (step S545).

[0066] As a variation of steps S544 and S545, if a trainee does not take over a call from the call forwarder within a predetermined time, instead of steps S544 and S545, the call handling training unit 54 may select one of the trainees other than the trainee who did not take over the call, and instruct the second call control unit 51 to transfer the call handling training to that trainee, and then resume processing from step S542 for that trainee (step S545-1).

[0067] If it is determined that there are no suitable training participants, the call response training initiation unit 53 terminates the call response training (step S546).

[0068] After processing in step S550, or after the start of processing in step S550, the call data acquired in the call handling training is converted into text by the second speech recognition analysis unit 60 (step S551). The call handling analysis unit 70 associates the call content of the trainee included in the converted call data with the scenario data (step S552). In step S553, the result evaluation unit 80 evaluates the results of the trainee's call handling training using the analysis result data received from the call handling analysis unit 70 and the data related to the evaluation of call handling transmitted from the related data storage unit 32 for call handling evaluation. For example, the evaluation is performed by comparing the evaluation of the trainee's call handling before the call handling training with the evaluation of the trainee's call handling after the call handling training.

[0069] In Figure 1, the result evaluation unit 80 and the call response analysis unit 70 are shown as separate devices, but they may be configured as a single device. Alternatively, the same processing may be performed using a single device. For example, the processing performed by the second call control unit 51 may be performed by the first call control unit 21, or vice versa. Similarly, the first speech recognition analysis unit 23 may be used as the second speech recognition analysis unit 60. Or, the processing performed by the call response analysis unit 70 may be performed by the speech data analysis unit 24.

[0070] The results evaluation unit 80 may, for example, perform the following evaluations regarding the content of the telephone conversation. (a) What kind of questions did the trainees ask for clarification regarding audio that was difficult to hear (especially the other party's company name and name)? (b) Did the trainee repeat the name of the other party's company and name? (i) If there are errors in the repeated content, the evaluation will be lowered. (ii) Even if the phrase is repeated, if it is not recognized by the call response analysis unit 70, the evaluation will be lowered. (iii) Failure to repeat will result in a lower evaluation. (c) Whether the name of the organization to which the trainee belongs and the trainee's name are stated (if not recognized by the call response analysis unit 70, the evaluation will be lowered). (d) Is the person being trained accurately conveying the status of the case that was inquired about to the other party? (i) If no communication is made after a certain period of time (e.g., 30 seconds), the evaluation will be lowered. (ii) If the voice is not recognized by the call response analysis unit 70, the evaluation will be lowered. (iii) If the information is inaccurate, the rating will be lowered.

[0071] The importance of information varies depending on who the trainee is talking to, and it is not uncommon for not all of the above items to be equally important; therefore, it may be appropriate to weight the evaluation items according to their importance.

[0072] The evaluation results of the training subjects' call handling training are stored in the evaluation result data storage unit 90 from the result evaluation unit 80 (step S554).

[0073] Completion or termination of call handling training for each trainee is determined by the elapsed time from the trainee's on-hook status or the announcement of the end of call handling training. The call handling training unit 54 confirms the completion or termination of call handling training for each trainee and notifies the call handling training start unit 53 (step S555).

[0074] The call handling training initiation unit 53 performs a process to determine whether any of the training subjects determined in step S57, excluding those who have completed or finished call handling training, can be selected (step S561). If a suitable training subject exists, it instructs the call forwarding requester securing unit 52 to perform the processes from step S510 onwards (step S562).

[0075] The call handling training may be repeated until all trainees determined in step S57 have completed it, or it may be terminated when some members have completed it due to time constraints (step S563).

[0076] In Figure 9, the series of processes in steps S551 to S554 are described before step S555, but the order of the processes in relation to other steps can be appropriately changed as long as the functionality of the present invention is not impaired. For example, after the determination process that call answering training has been completed or finished for all trainees has been made, that is, after step S561, the processes in steps S551 to S554 may be performed for all trainees. Alternatively, only step S551 may be performed for all trainees, and then the processes in steps S552 to S554 may be performed.

[0077] [Second Embodiment] Figure 10 shows a call handling training system according to the second embodiment. Components of the second embodiment that have the same functions as those of the first embodiment are denoted by the same symbols and their descriptions are omitted. The call handling training system 100 comprises a line control unit 10, a call analysis and evaluation server 200, a scenario list creation unit 40, a storage server 300, a call handling training control server 500, and an analysis and evaluation server 600. The line control unit 10, the call analysis and evaluation server 200, the scenario list creation unit 40, the storage server 300, the call handling training control server 500, and the analysis and evaluation server 600 are connected via a network NW. The network NW is an open network such as the Internet, and can be wired or wireless.

[0078] The call analysis and evaluation server 200 corresponds to the call analysis and evaluation unit 20 of the first embodiment and includes a first call control unit 21, a call requirement collection unit 22, a first speech recognition and analysis unit 23, and a speech data analysis unit 24. The call response training control server 500 corresponds to the call response training control unit of the first embodiment and includes a second call control unit 51, a call forwarding agent securing unit 52, a call response training start unit 53, and a call response training unit 54.

[0079] The analysis and evaluation server 600 includes a second speech recognition analysis unit 60, a call response analysis unit 70, and a result evaluation unit 80.

[0080] The call analysis and evaluation server 200, the scenario list creation unit 40, the call response training control server 500, and the analysis and evaluation server 600 each perform the same processing as the call response training device of the first embodiment, and the data obtained from these processes is stored in the storage server 300.

[0081] Call data transmitted from the line control unit 10, voice data transmitted from the first call control unit 21, and data including information such as the content of the call and the call duration are stored in the storage server 300. In addition, text data processed by the first speech recognition and analysis unit 23 and various data acquired by the voice data analysis unit 24 are also stored in the storage server 300.

[0082] Similarly, the storage server 300 stores the scenario list created by the scenario list creation unit 40, the data of the training intermediary requester determined by the intermediary requester securing unit 52, the candidates and trainees and scenarios for training determined by the call response training initiation unit 53, the content of the training executed by the call response training unit 54 based on the scenario, text data acquired by the second speech recognition analysis unit, analysis result data acquired by the call response analysis unit 70, and the evaluation results of the trainees' call response training. The storage server 300 may also store user-defined data such as the criteria that the evaluation of the items in the scenario list must meet, scenario patterns for creating the scenario list, and personal information of the group members.

[0083] Furthermore, when the call analysis and evaluation server 200, the scenario list creation unit 40, the call response training control server 500, and the analysis and evaluation server 600 each execute processing, the storage server 300 receives requests from these components and transmits data according to those requests. [Industrial applicability]

[0084] According to the present invention, even if the trends in inquiry requirements differ from industry to industry or company to company, the quality of call handling can be evaluated in a way that reflects the current situation of that company. [Explanation of Symbols]

[0085] 1 Call response training device, 10 Line control unit, 20 Call analysis and evaluation unit, 21 First call control unit, 22 Call requirement collection unit, 23 First speech recognition analysis unit, 24 Speech data analysis unit, 30 Data storage unit, 31 Related data storage unit for scenario creation, 32 Related data storage unit for call response evaluation, 33 Speech data storage unit, 34 Scenario list storage unit, 40 Scenario list creation unit, 50 Call response training control unit, 51 Second call control unit, 52 Call forwarding requester securing unit, 53 Call response training start unit, 54 Call response training unit, 60 Second speech recognition analysis unit, 70 Call response analysis unit, 80 Result evaluation unit, 90 Evaluation result data storage unit, 100 Call response training system, 200 Call analysis and evaluation server, 300 Storage server, 500 Call response training control server, 600 analysis and evaluation server

Claims

1. A call analysis and evaluation unit analyzes the calls of members of an organization and performs a process to evaluate the analyzed calls based on the call handling standards established by the organization. A scenario list creation unit creates a scenario list for call response training based on the evaluation results of the calls of the members of the organization obtained by the evaluation process of the call analysis and evaluation unit, A call handling training control unit determines the trainees who require call handling training based on the call handling standards established by the aforementioned organization and the evaluation results of the organization's members, creates scenarios for the trainees using the scenario list, and conducts the call handling training for the trainees using the scenarios. A call response analysis unit that associates the call content of the trainees included in the call data acquired in the aforementioned call response training with the scenario list, The system includes a results evaluation unit that compares the analysis results data of the call response analysis unit with the evaluation results of the group members obtained by the call analysis evaluation unit to evaluate the results of the call response training of the training subjects. A training device for handling phone calls.

2. The aforementioned call handling training control unit comprises a call forwarding agent securing unit and a call handling training initiation unit. The aforementioned call forwarding officer securing unit performs the process of determining the call forwarding officer to be used when conducting the call handling training, based on the call forwarding standards established by the aforementioned organization. The aforementioned call handling training initiation unit instructs the aforementioned call forwarding requester securing unit to perform the following: the process of making a call to the aforementioned call forwarding requester, and the process of sending guidance to the aforementioned call forwarding requester for the call handling training to be forwarded to the training subject. The telephone response training device according to claim 1.

3. A call analysis and evaluation server that analyzes calls made by members of an organization and performs processing to evaluate the analyzed calls based on call handling standards established by the organization, A scenario list creation unit creates a scenario list for call response training based on the evaluation results of the calls of the members of the organization obtained by the evaluation process of the call analysis and evaluation server, A call handling training control server determines the trainees who require call handling training based on the call handling standards established by the aforementioned organization and the evaluation results of the organization's members, creates scenarios for the trainees using the scenario list, and conducts the call handling training for the trainees using the scenarios. A result evaluation server performs a process to evaluate the results of the training participant's call handling training by analyzing the call content of the training participant included in the call data acquired in the call handling training and associating it with the scenario list, comparing the data from the analysis with the evaluation results of the group members obtained by the call analysis evaluation server, and evaluating the results of the training participant's call handling training. A storage server for storing data acquired by the processing performed by each of the call analysis and evaluation server, the scenario list creation unit, the call response training control server, and the result evaluation server, A call handling training system including, The storage server transmits the stored data via the network in accordance with the requests of the call analysis and evaluation server, the scenario list creation unit, the call response training control server, and the result evaluation server, respectively. A telephone answering training system.

4. The aforementioned call handling training control server comprises a call forwarding agent securing unit and a call handling training initiation unit, The aforementioned call forwarding officer securing unit performs the process of determining the call forwarding officer to be used when conducting the call handling training, based on the call forwarding standards established by the aforementioned organization. The aforementioned call handling training initiation unit instructs the aforementioned call forwarding requester securing unit to perform the following: the process of making a call to the aforementioned call forwarding requester, and the process of sending guidance to the aforementioned call forwarding requester for the call handling training to be forwarded to the training subject. The telephone response training system according to claim 3.

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