Information processing device, information processing method, and program

Abstract

An information processing device according to one embodiment of the present invention has: a setting unit for, on the basis of specific first information transmitted from a terminal connected via a communication network, performing setting by associating, with user identification information for identifying a user who uses a telephone, specific second information that can be acquired from a speech packet in a call between the telephone and another telephone; and a specification unit for, when the speech packet in the call between the telephone and the other telephone has been received, acquiring the second information from the speech packet and specifying the user identification information associated with the acquired second information.

Description

[Technical field]

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

[0002] In recent years, contact centers (also called call centers) have increasingly been introducing CTI (Computer Telephony Integration) for the purposes of supporting operators' work, improving work efficiency, and increasing customer satisfaction. CTI is a mechanism for integrating and linking computers, such as voice recognition systems and customer management systems, with telephones and PBXs (Private Branch Exchanges) (for example, Non-Patent Document 1). By introducing CTI, it becomes possible, for example, to link a voice recognition system with a PBX and perform voice recognition on calls at the contact center. Hereinafter, the introduction of CTI and linking a computer with a telephone or PBX is also referred to as "CTI linkage."

[0003] In recent years, an increasing number of contact centers have adopted a free address system for the seating of operators. A free address system is a system in which operators do not have fixed seats and can choose their seats freely or according to some rules. In a free address system, the operator's seat can change daily, but by performing voice recognition through CTI integration, it is possible to link the voice-recognized calls with the operators. [Prior art documents] [Non-patent literature]

[0004] [Non-Patent Document 1] "CTI middleware "CTBASE / Core" | NTT Technocross", Internet<URL:https: / / www.ntt-tx.co.jp / products / ctbase / core.html> Summary of the Invention [Problem to be solved by the invention]

[0005] However, while there is a desire to introduce a voice recognition system into a contact center to recognize voice calls, there are cases in which it is not possible to introduce CTI due to various reasons. For example, there are cases where the existing PBX does not have a CTI linkage function or has insufficient capacity to link with CTI, but the cost of replacing the PBX is unacceptable.

[0006] In such cases, especially in contact centers that use a free address system, there is a problem in that it is not possible to link voice-recognized calls with operators, making it impossible to determine which voice recognition results relate to which operator's calls.

[0007] An embodiment of the present invention has been made in consideration of the above points, and aims to link calls with operators. [Means for solving the problem]

[0008] In order to achieve the above-mentioned object, an information processing device of one embodiment has a setting unit that links and sets user identification information that identifies a user using the telephone based on specific first information transmitted from a terminal connected via a communication network, with specific second information that can be obtained from a voice packet in a call between the telephone and another telephone, and an identification unit that, upon receiving a voice packet in a call between the telephone and another telephone, acquires the second information from the voice packet and identifies the user identification information linked to the acquired second information. Effect of the Invention

[0009] You can link a call to an operator. [Brief description of the drawings]

[0010] [Figure 1]1 is a diagram illustrating an example of an overall configuration of a contact center system according to a first embodiment. [Diagram 2] FIG. 2 is a diagram for explaining an example of a method for linking a call with an operator according to the first embodiment. [Diagram 3] 1 is a diagram illustrating an example of a functional configuration of a contact center system according to a first embodiment. [Figure 4] 10 is a sequence diagram showing an example of a process at the time of logon or logoff according to the first embodiment; FIG. [Diagram 5] FIG. 4 is a sequence diagram illustrating an example of a voice recognition process according to the first embodiment. [Figure 6] FIG. 13 illustrates an example of an operator screen. [Figure 7] FIG. 11 is a diagram for explaining an example of a method for linking a call with an operator according to the second embodiment. [Figure 8] FIG. 11 is a diagram illustrating an example of a functional configuration of a contact center system according to a second embodiment. [Figure 9] FIG. 11 is a sequence diagram showing an example of a process at the time of logon or logoff according to the second embodiment. [Figure 10] FIG. 11 is a sequence diagram illustrating an example of a voice recognition process according to a second embodiment. [Figure 11] FIG. 1 is a diagram (part 1) for explaining an application example. [Figure 12] FIG. 2 is a diagram (part 2) for explaining an application example. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0011] A first embodiment and a second embodiment will be described below as an embodiment of the present invention. In each embodiment, a contact center system 1 will be described below that is targeted at a contact center and that is capable of linking a call (voice call) with a customer to an operator who is handling the call without CTI linkage when performing voice recognition on the call. However, a contact center is only an example, and the system can be similarly applied to cases other than contact centers, such as cases where a call is linked to a person who is handling the call, for example, a person working in an office. More generally, the system can be similarly applied to cases where a call is linked to a person who is handling the call.

[0012] [First embodiment] First, the first embodiment will be described.

[0013] <Overall configuration of contact center system 1> An example of the overall configuration of a contact center system 1 according to this embodiment is shown in Fig. 1. As shown in Fig. 1, the contact center system 1 according to this embodiment includes a voice recognition system 10, a plurality of operator terminals 20, a plurality of telephones 30, one or more manager terminals 40, a PBX 50, a NW switch 60, and a customer terminal 70. Here, the voice recognition system 10, the operator terminals 20, the telephones 30, the manager terminal 40, the PBX 50, and the NW switch 60 are installed in a contact center environment E, which is a system environment of a contact center. Note that the contact center environment E is not limited to a system environment in the same building, and may be, for example, a system environment in a plurality of buildings that are geographically separated from each other.

[0014] The voice recognition system 10 converts a call between a customer and an operator into text by voice recognition using packets (voice packets) transmitted from the NW switch 60, and identifies the operator who is handling the call.

[0015] The operator terminal 20 is a terminal such as a PC (personal computer) used by an operator. The telephone 30 is an IP (Internet Protocol) telephone (such as a fixed IP telephone or a mobile IP telephone) used by an operator. Here, in the following, it is assumed that a free address system is adopted in the contact center, and the operator's seat may change daily (or at some timing such as, for example, between morning and afternoon, or when the assigned work is changed). On the other hand, in a general contact center, one operator terminal 20 and one telephone 30 are installed at each operator's seat, and the IP address of the operator terminal 20 and the IP address of the telephone 30 are often fixedly associated one-to-one. Therefore, in this embodiment, such a contact center is also assumed, and it is assumed that one operator terminal 20 and one telephone 30 are installed at each operator's seat, and the IP address of the operator terminal 20 and the IP address of the telephone 30 are fixedly associated one-to-one. Specifically, for example, one operator terminal 20 and one telephone 30 are fixedly installed on the desk of each operator's seat, and the IP address of the operator terminal 20 and the IP address of the telephone 30 are fixedly assigned, and the IP addresses of the operator terminal 20 and the telephone 30 installed at the same seat are linked to each other.

[0016] The administrator terminal 40 is a terminal such as a PC used by an administrator who manages multiple operators (such an administrator is also called a supervisor). Note that, although only one administrator terminal 40 is illustrated in the example shown in FIG. 1, multiple administrator terminals 40 may exist.

[0017] The PBX 50 is a telephone exchange (IP-PBX) and is connected to a communication network 80 including a Voice over Internet Protocol (VoIP) network and a Public Switched Telephone Network (PSTN).

[0018] The NW switch 60 relays packets between the telephone 30 and the PBX 50 , and also captures the packets and transmits them to the voice recognition system 10 .

[0019] The customer terminal 70 is a variety of terminals used by customers, such as a smartphone, a mobile phone, or a landline phone.

[0020] The overall configuration of the contact center system 1 shown in Fig. 1 is just an example, and other configurations may be used. For example, the voice recognition system 10 is included in the contact center environment E (i.e., the voice recognition system 10 is an on-premise type), but all or part of the functions of the voice recognition system 10 may be implemented by a cloud service or the like. Similarly, in the example shown in Fig. 1, the PBX 50 is an on-premise type telephone exchange, but may be implemented by a cloud service.

[0021] <How to link a call to an operator> An example of a method for linking a call with an operator in the contact center system 1 according to this embodiment will be described with reference to FIG. 2. Here, each operator selects his / her own seat when starting a call handling task, and logs on to the operator terminal 20 of that seat with his / her own log-on ID. Also, when the seat is no longer in use, the operator logs off from the operator terminal 20 of that seat. Typically, an operator selects the seat to be used that day when arriving at work, but this is not limited thereto. For example, an operator may use a different seat in the morning and afternoon, or may change his / her seat when the task he / she is responsible for changes, or may change his / her seat at some other timing.

[0022] For simplicity, it is assumed below that the user ID for identifying the operator matches the logon ID used to log on to the operator terminal 20. However, as long as the user ID and the logon ID are associated one-to-one, they do not necessarily have to match. Note that logon may be called login.

[0023] At this time, the contact center system 1 according to the present embodiment associates the call with an operator according to the following (1-1) to (1-4).

[0024] (1-1) First, the operator terminal 20 transmits to the voice recognition system 10 the logon ID used for this logon in response to the logon of the operator.

[0025] (1-2) The voice recognition system 10 has an address table storage unit 110 in which an address table 1000 is stored, and a user information table storage unit 120 in which a user information table 2000 is stored. In the address table 1000, the IP address of the telephone 30 (hereinafter referred to as the telephone IP address) and the IP address of the operator terminal 20 (hereinafter referred to as the terminal IP address) are stored in a one-to-one association. In addition, in the user information table 2000, a user ID (logon ID) is stored so as to be associated with the telephone IP address. Note that, for example, before the telephone IP address and the user ID (logon ID) are associated with each other, only the user ID (logon ID) is stored in the user information table 2000 (or a user ID (logon ID) associated with a NULL value or blank as the telephone IP address is stored).

[0026] At this time, when the voice recognition system 10 receives the logon ID from the operator terminal 20, it refers to the address table 1000 to identify the telephone IP address associated with the terminal IP address of the operator terminal 20. In the example shown in Fig. 2, for example, when the terminal IP address of the operator terminal 20 is "192.168.110.3", the telephone IP address "192.168.11.3" is identified.

[0027] (1-3) Next, the voice recognition system 10 associates and sets the telephone IP address identified in (1-2) above with the user ID that matches the logon ID received from the operator terminal 20 among the user IDs stored in the user information table 2000. In the example shown in Fig. 2, for example, if the logon ID is "user3" and the telephone IP address identified in (1-2) above is "192.168.11.3", the telephone IP address "192.168.11.3" is associated and set with this logon ID "user3".

[0028] (1-4) After that, when a call is made between the telephone 30 and the customer terminal 70 via the PBX 50, the NW switch 60 captures packets (voice packets) of the call and transmits them to the voice recognition system 10. The packets include the IP address of the telephone 30 (telephone IP address).

[0029] At this time, the voice recognition system 10 refers to the user information table 2000 to identify the user ID associated with the telephone IP address included in the packet. This identifies the user ID of the operator who is answering the call, and the call is associated with the operator identified by the user ID.

[0030] <Functional configuration of contact center system 1> FIG. 3 shows the functional configuration of the voice recognition system 10 and the operator terminal 20 included in the contact center system 1 according to this embodiment.

[0031] <Voice Recognition System 10> As shown in Fig. 3, the voice recognition system 10 according to the present embodiment includes a telephone IP identification unit 101, a user ID setting unit 102, a user ID identification unit 103, and a voice recognition text conversion unit 104. Each of these units is realized, for example, by a process executed by a processor such as a CPU (Central Processing Unit) by one or more programs installed in the voice recognition system 10. The voice recognition system 10 according to the present embodiment also includes an address table storage unit 110, a user information table storage unit 120, and a call history information storage unit 130. Each of these units can be realized, for example, by a storage device such as a HDD (Hard Disk Drive), an SSD (Solid State Drive), or a flash memory.

[0032] The telephone IP identification unit 101 refers to the address table 1000 and identifies the telephone IP address from the terminal IP address.

[0033] The user ID setting unit 102 sets the telephone IP address identified by the telephone IP identifying unit 101 to the user ID that matches the logon ID received from the operator terminal 20, among the user IDs stored in the user information table 2000.

[0034] The user ID identification unit 103 refers to the user information table 2000 to identify the user ID associated with the telephone IP address included in the packet transmitted from the NW switch 60 .

[0035] The speech recognition and text conversion unit 104 performs speech recognition on the voice data included in the packet transmitted from the NW switch 60, and converts the voice represented by the voice data into text. The speech recognition and text conversion unit 104 may convert both the operator's voice and the customer's voice into text, or may convert only one of the voices into text.

[0036] The voice recognition and text conversion unit 104 also transmits the text (voice recognition result) to the operator terminal 20 logged on with the user ID (logon ID) identified by the user ID identification unit 103. Furthermore, the voice recognition and text conversion unit 104 associates the text with a call ID that identifies the call and the user ID identified by the user ID identification unit 103, and stores the text in the call history information storage unit 130 as call history information 3000.

[0037] The address table storage unit 110 stores an address table 1000. In the address table 1000, the IP addresses of the operator terminal 20 and the telephone 30 installed at the same seat are stored in a one-to-one correspondence. That is, in the address table 1000, for each seat, the terminal IP address of the operator terminal 20 installed at that seat and the telephone IP address of the telephone 30 installed at that seat are stored in a one-to-one correspondence. Note that when an operator terminal 20 or a telephone 30 is added or deleted, when the allocation of an IP address is changed, etc., the address table 1000 is updated as appropriate.

[0038] The user information table storage unit 120 stores a user information table 2000. The user information table 2000 stores user IDs (logon IDs) so that they can be linked to telephone IP addresses. When a user ID is added or deleted, the user ID stored in the user information table 2000 is added or deleted as appropriate.

[0039] The call history information storage unit 130 stores the call history information 3000. The call history information 3000 is a voice recognition result (text) in which a call ID and a user ID are linked. However, this is only an example, and the call history information 3000 may include, for example, voice data of a call represented by the call ID, or may have some information (for example, information such as speech speed) obtained from the voice data added to the text.

[0040] <Operator terminal 20> 3, the operator terminal 20 according to this embodiment includes a logon ID transmission unit 201 and a UI control unit 202. These units are realized, for example, by a process in which one or more programs installed in the operator terminal 20 are executed by a processor such as a CPU.

[0041] In response to an operator's logon or logoff, the logon ID transmission unit 201 transmits the logon ID used for this logon to the voice recognition system 10. This can be realized, for example, by a script executed at the time of logon or logoff.

[0042] The UI control unit 202 displays on a screen (for example, an operator screen described later) text representing the voice recognition result transmitted from the voice recognition system 10. In addition to this, the UI control unit 202 also accepts various input operations from the operator.

[0043] <Processing at logon or logoff> Hereinafter, the process when the operator logs on to the operator terminal 20 or logs off from the operator terminal 20 will be described with reference to Fig. 4. Note that steps S101 to S104 in Fig. 4 are the process at the time of login, and steps S105 to S107 are the process at the time of logoff.

[0044] When an operator logs on to the operator terminal 20 (step S101), the logon ID transmission unit 201 of the operator terminal 20 transmits the logon ID used for the logon to the voice recognition system 10 (step S102).

[0045] When the telephone IP identification unit 101 of the voice recognition system 10 receives the logon ID, it refers to the address table 1000 to identify the telephone IP address linked to the IP address (terminal IP address) of the operator terminal 20 that sent the logon ID (step S103).

[0046] Then, the user ID setting unit 102 of the voice recognition system 10 sets the telephone IP address identified in the above step S103 to the user ID that matches the logon ID received from the operator terminal 20 among the user IDs stored in the user information table 2000 (step S104). As a result, the telephone IP address is associated with the user ID.

[0047] In this embodiment, the user IDs are stored in advance in the user information table 2000, and one of these user IDs is associated with the telephone IP address, but this is not limited to the above. For example, the user IDs may not be stored in advance in the user information table 2000, and the logon ID received from the operator terminal 20 and the telephone IP address identified in step S103 may be associated with each other and stored in the user information table 2000.

[0048] On the other hand, when the operator logs off from the operator terminal 20 (step S105), the logon ID transmitting unit 201 of the operator terminal 20 transmits the logged-off logon ID to the voice recognition system 10 (step S106).

[0049] The user ID setting unit 102 of the voice recognition system 10 deletes the telephone IP address associated with the user ID that matches the logon ID received from the operator terminal 20, among the user IDs stored in the user information table 2000 (step S107). This releases the association between the user ID and the telephone IP address.

[0050] In this embodiment, it is assumed that user IDs are stored in advance in the user information table 2000, and the telephone IP address linked to one of these user IDs is deleted, but this is not limited to the above. For example, if no user IDs are stored in advance in the user information table 2000, the pair of the logon ID received from the operator terminal 20 and the telephone IP address linked thereto may be deleted from the user information table 2000.

[0051] <Speech recognition processing> In the following, it is assumed that an operator is logged on to the operator terminal 20 and is talking to a customer terminal 70 using a telephone 30 installed at the same seat as the operator terminal 20. At this time, a process of performing voice recognition of the call and displaying the result on the display of the operator terminal 20 will be described with reference to FIG. 5. Here, while a call is being made between the telephone 30 and the customer terminal 70, packets (voice packets) of the call are captured by the NW switch 60, and are transmitted to the voice recognition system 10 each time or after a predetermined amount of packets are buffered. Note that the voice packets contain the IP addresses of the telephone 30 and the customer terminal 70 that are talking to each other.

[0052] When the NW switch 60 receives a captured packet (step S201), the user ID identification unit 103 of the voice recognition system 10 refers to the user information table 2000 to identify the user ID associated with the telephone IP address included in the packet (step S202). As a result, the user ID of the operator who is answering the call is identified, and the call and the operator are associated with each other.

[0053] Next, the voice recognition and text conversion unit 104 of the voice recognition system 10 performs voice recognition on the voice data contained in the packet, and converts the voice represented by the voice data into text (step S203).

[0054] Then, the speech recognition text conversion unit 104 of the speech recognition system 10 transmits the text (speech recognition result) obtained in step S203 above to the operator terminal 20 to which the operator with the user ID identified in step S202 above is logged on (step S204).

[0055] Furthermore, the speech recognition text conversion unit 104 of the speech recognition system 10 associates the text obtained in the above step S204 with the call ID that identifies the call and the user ID specified in the above step S202, and stores the text in the call history information storage unit 130 as the call history information 3000 (step S205). In this embodiment, each time text (speech recognition result) is obtained, the text is associated with the call ID and the user ID, and stored in the call history information storage unit 130 as the call history information 3000, but this is not limited thereto. For example, after the end of a call, all text obtained in the call may be associated with the call ID and the user ID, and stored in the call history information storage unit 130 as the call history information 3000.

[0056] When the UI control unit 202 of the operator terminal 20 receives the text representing the speech recognition result, it displays the text on the display (step S206). For example, it is assumed that the operator screen G1000 shown in FIG. 6 is displayed on the display of the operator terminal 20. This operator screen G1000 includes an utterance display field G1100 in which utterances of the operator and the customer are displayed in text, and when the UI control unit 202 receives the text representing the speech recognition result, the UI control unit 202 displays the text in chronological order for each speaker in the utterance display field G1100. This enables the operator to check the contents of each utterance of each speaker during a call in real time as text.

[0057] [Second embodiment] Next, a second embodiment will be described. In the second embodiment, a case where a call is associated with an operator without using the address table 1000 will be described. In addition, in the second embodiment, differences from the first embodiment will be mainly described, and descriptions of the same components as those in the first embodiment will be omitted.

[0058] <How to link a call to an operator> An example of a method for linking a call with an operator in the contact center system 1 according to this embodiment will be described with reference to FIG.

[0059] The contact center system 1 according to the present embodiment associates a call with an operator through the following steps (2-1) to (2-3).

[0060] (2-1) First, in response to the operator's logon, the operator terminal 20 transmits the logon ID used for this logon and the telephone number of the telephone 30 installed at the same seat as the operator terminal 20 to the voice recognition system 10. Note that this telephone number may be set in advance in the operator terminal 20 as, for example, a setting file or the like.

[0061] (2-2) The voice recognition system 10 according to this embodiment has a user information table storage unit 120, and a user information table 2000 stores a user ID (logon ID) so that the user ID can be linked to the telephone number of the telephone set 30. Note that, for example, before the telephone number of the telephone set 30 and the user ID (logon ID) are linked, only the user ID (logon ID) is stored in the user information table 2000 (or the user ID (logon ID) linked to a NULL value or blank as the telephone number of the telephone set 30 is stored).

[0062] At this time, when the voice recognition system 10 receives the logon ID and the telephone number from the operator terminal 20, the voice recognition system 10 sets the telephone number to a user ID that matches the logon ID among the user IDs stored in the user information table 2000. In the example shown in Fig. 7, for example, if the logon ID is "user3" and the telephone number is "090-1234-5678", the telephone number "090-1234-5678" is associated with and set to the logon ID "user3".

[0063] (2-3) After that, when a call is made between the telephone 30 and the customer terminal 70 via the PBX 50, the NW switch 60 captures a packet (voice packet) of the call and transmits it to the voice recognition system 10. Note that this packet contains the telephone number of the telephone 30.

[0064] At this time, the voice recognition system 10 identifies the user ID associated with the telephone number included in the packet by referring to the user information table 2000. This identifies the user ID of the operator who is answering the call, and the call is associated with the operator identified by the user ID.

[0065] <Functional configuration of contact center system 1> FIG. 8 shows the functional configuration of the voice recognition system 10 and the operator terminal 20 included in the contact center system 1 according to this embodiment.

[0066] <Voice Recognition System 10> 8, the voice recognition system 10 according to this embodiment differs from the first embodiment in that it does not have a telephone IP identification unit 101 and an address table storage unit 110. Also, the user information table 2000 according to this embodiment differs from the first embodiment in that a user ID (logon ID) is stored in such a way that it can be linked to the telephone number of the telephone 30.

[0067] <Operator terminal 20> As shown in FIG. 8, the operator terminal 20 of this embodiment has a logon ID transmission unit 201 and a UI control unit 202, similar to the first embodiment. However, it differs from the first embodiment in that the logon ID transmission unit 201 transmits a phone number in addition to the logon ID in response to the operator's logon.

[0068] <Processing at logon or logoff> Hereinafter, the process when the operator logs on to the operator terminal 20 or logs off from the operator terminal 20 will be described with reference to Fig. 9. Note that steps S301 to S303 in Fig. 9 are the process at the time of login, and steps S304 to S306 are the process at the time of logoff.

[0069] When an operator logs on to the operator terminal 20 (step S301), the logon ID transmission unit 201 of the operator terminal 20 transmits the logon ID used for the logon and the telephone number of the telephone 30 installed at the same seat as the operator terminal 20 to the voice recognition system 10 (step S302). It is assumed that the telephone number of the telephone 30 installed at the same seat is preset in the operator terminal 20 as a setting file or the like.

[0070] When the user ID setting unit 102 of the voice recognition system 10 receives the logon ID and the telephone number from the operator terminal 20, the user ID setting unit 102 sets the telephone number to a user ID that matches the logon ID among the user IDs stored in the user information table 2000 (step S303). This associates the telephone number with the user ID.

[0071] In this embodiment, the user IDs are stored in advance in the user information table 2000, and one of the user IDs is associated with a telephone number, but this is not limited to the above. For example, the user ID may not be stored in advance in the user information table 2000, and the logon ID and telephone number received from the operator terminal 20 may be associated with each other and stored in the user information table 2000.

[0072] On the other hand, when the operator logs off from the operator terminal 20 (step S304), the logon ID transmitting unit 201 of the operator terminal 20 transmits the logged-off logon ID to the voice recognition system 10 (step S305).

[0073] The user ID setting unit 102 of the voice recognition system 10 deletes the telephone number associated with the user ID that matches the logon ID received from the operator terminal 20, among the user IDs stored in the user information table 2000 (step S306). This releases the association between the user ID and the telephone number.

[0074] In this embodiment, it is assumed that user IDs are stored in advance in the user information table 2000, and the telephone number linked to one of these user IDs is deleted, but this is not limited to this. For example, if no user IDs are stored in advance in the user information table 2000, the pair of the logon ID received from the operator terminal 20 and the telephone number linked thereto may be deleted from the user information table 2000.

[0075] <Speech recognition processing> The voice recognition process according to this embodiment will be described below with reference to Fig. 10. Note that the voice packets of the call between the telephone 30 and the customer terminal 70 contain the telephone numbers of the telephone 30 and the customer terminal 70 that are communicating with each other.

[0076] When the NW switch 60 receives a captured packet (step S401), the user ID identification unit 103 of the voice recognition system 10 refers to the user information table 2000 to identify the user ID associated with the telephone number of the telephone set 30 included in the packet (step S402). As a result, the user ID of the operator answering the call is identified, and the call and the operator are associated with each other.

[0077] The following steps S403 to S406 are similar to steps S203 to S206 in FIG. 5, respectively.

[0078] [Variations] Modifications of the above-described embodiments will now be described.

[0079] <Variation 1> In the first embodiment, the IP address is used to link the call to the operator, but the MAC (Media Access Control) address may be used instead of the IP address. In this case, the address table 1000 stores the MAC address of the operator terminal 20 and the MAC address of the telephone 30, which are installed at the same seat, in a one-to-one relationship. Also, the user information table 2000 stores a user ID (logon ID) so that it can be linked to the MAC address of the telephone 30. Note that, other than the MAC address, any information that can be obtained from a voice packet and can identify the telephone 30 can be used instead of the IP address.

[0080] <Variation 2> In the first and second embodiments, an operator terminal 20 and a telephone 30 are installed at each operator's seat, but, for example, a softphone may be installed in all or some of the operator terminals 20. In this case, the telephone 30 may not be installed at the seat where the operator terminal 20 with the softphone installed is installed. In this case, in the first embodiment, the IP address (terminal IP address) of the operator terminal 20 with the softphone installed will match the telephone IP address.

[0081] [Application example] By linking a call with an operator, not only can the operator check the contents of each speaker's speech during the call in real time, but also various functions that become possible when CTI linkage is performed can be realized. An example of such a function will be described below as an application example. It goes without saying that various functions that become possible when CTI linkage is performed can be realized in addition to the application example described below.

[0082] <Application Example 1> By linking a call with an operator, the administrator can use the administrator terminal 40 to check the contents of each utterance in the call in text form for each operator, for example, in real time or offline.

[0083] For example, the operator support screen G2000 shown in FIG. 11 is displayed on the display of the administrator terminal 40. This operator support screen G2000 includes a call selection field G2100 in which calls and the names of the operators of the calls are displayed in a list, and a speech content display field G2200 in which the speech content of the call selected in the call selection field G2100 is displayed in text. Therefore, the administrator can select a desired call from the call selection field G2100 and check the speech content of the call in the speech content display field G2200. This allows the administrator to, for example, support an inexperienced operator or check whether the operator is making an inappropriate utterance.

[0084] In addition, for example, it is also possible to search the call history information 3000 of a desired operator using a user ID as a key, and display the voice recognition result included in the call history information 3000 on the administrator terminal 40.

[0085] <Application Example 2> By evaluating the quality of the call response by performing various analyses on the call history information 3000 (for example, analysis such as whether appropriate words are spoken according to the scene, whether the speech rate is appropriate, analysis to grasp speech tendencies, etc.), it becomes possible to support, for example, improvement of customer satisfaction. Such evaluation results of response quality are displayed on the display of the administrator terminal 40 (or the operator terminal 20, or a terminal used by a quality manager, etc.).

[0086] For example, it is possible to apply the present invention to display a response quality evaluation screen G3000 shown in Fig. 12 on the display of the manager terminal 40 or the like. The response quality evaluation screen G3000 shown in Fig. 12 is a screen that displays a score for the call response quality for each operator so that the scores can be compared. This enables managers and quality personnel to consider measures to improve the call response quality and to educate operators.

[0087] [summary] As described above, the contact center system 1 according to the present embodiment can link a call with an operator who is handling the call by using information (logon ID, or logon ID and telephone number of the telephone 30) obtained from the operator terminal 20 installed at the same seat as the telephone 30. As a result, the contact center system 1 according to the present embodiment can realize various functions that would be possible if CTI linkage were performed, without CTI linkage. Therefore, even if there are various circumstances that make it impossible to introduce CTI (for example, a case where an existing PBX does not have a CTI linkage function or CTI linkage is difficult due to insufficient capacity, but the cost of replacing the PBX is not acceptable), it is possible to realize various functions such as providing support for the operator's response and evaluating the quality of the call.

[0088] The present invention is not limited to the above-described embodiments specifically disclosed, and various modifications, changes, combinations with known technologies, etc. are possible without departing from the scope of the claims.

[0089] This application is based on basic application No. 2021-163442 filed in Japan on October 4, 2021, the entire contents of which are incorporated herein by reference. [Explanation of symbols]

[0090] 1. Contact Center System 10 Voice Recognition System 20 Operator terminal 30 telephone 40 Administrator terminal 50 PBX 60 Network Switch 70 Customer terminal 80 Communication Networks 101 Telephone IP identification section 102 User ID setting section 103 User ID Identification Unit 104 Speech recognition and text conversion unit 110 Address table storage unit 120 User information table storage unit 130 Call history information storage unit 201 Logon ID transmission section 202 UI control section 1000 Address Table 2000 User Information Table 3000 Call history information E Contact Center Environment

Claims

1. a setting unit that associates and sets predetermined second information obtainable from a voice packet in a call between the telephone and another telephone with user identification information that identifies a user using the telephone based on predetermined first information transmitted from a terminal connected via a communication network; an identification unit that, when receiving a voice packet in a call between the telephone and another telephone, acquires the second information from the voice packet and identifies user identification information associated with the acquired second information; An information processing device having the above configuration.

2. The first information includes a logon ID of the terminal, For the same user, the logon ID and the user identification information match or are linked to each other, The setting unit is The information processing apparatus according to claim 1 , wherein the second information is set in association with user identification information that matches or is associated with the logon ID.

3. the second information is an IP address or a MAC address of the telephone; The setting unit is Identifying an IP address or a MAC address of a telephone corresponding to the terminal based on an IP address or a MAC address of the terminal that is a source of the first information; The IP address or MAC address of the telephone is associated with the user identification information that is the same as the logon ID, and the IP address or MAC address is set. The identification unit is The information processing apparatus according to claim 2 , further comprising: acquiring an IP address or a MAC address of the telephone from the voice packet; and identifying user identification information associated with the acquired IP address or MAC address.

4. The setting unit is 4. The information processing device according to claim 3, further comprising: a table in which the IP address or MAC address of the terminal is associated one-to-one with the IP address or MAC address of the telephone, and the IP address or MAC address of the telephone corresponding to the terminal is identified.

5. The first information further includes a telephone number of the telephone; the second information is a telephone number of the telephone; The setting unit is A telephone number included in the first information is associated with user identification information identical to the logon ID, and the telephone number is set; The identification unit is The information processing apparatus according to claim 2 , further comprising: acquiring a telephone number of the telephone from the voice packet; and identifying user identification information associated with the acquired telephone number.

6. a voice recognition unit that performs voice recognition on the voice data included in the voice packet; The voice recognition unit The information processing apparatus according to claim 1 , further comprising: a processor configured to transmit the result of the voice recognition to a terminal used by a user having user identification information identified by the identification unit.

7. The voice recognition unit 7. The information processing device according to claim 6, wherein information linking the user identification information identified by the identification unit with the voice recognition result is stored in a predetermined storage unit so as to enable a search using the user identification information as a key and so as to enable a predetermined analysis for response quality evaluation, including an analysis of speech tendencies for each user identification information.

8. a setting procedure for associating user identification information for identifying a user using the telephone with predetermined second information obtainable from a voice packet in a call between the telephone and another telephone, based on predetermined first information transmitted from a terminal connected via a communication network; an identification step of acquiring the second information from a voice packet in a call between the telephone and another telephone, and identifying user identification information associated with the acquired second information; An information processing method implemented by a computer.

9. a setting procedure for associating user identification information for identifying a user using the telephone with predetermined second information obtainable from a voice packet in a call between the telephone and another telephone, based on predetermined first information transmitted from a terminal connected via a communication network; an identification step of acquiring the second information from a voice packet in a call between the telephone and another telephone, and identifying user identification information associated with the acquired second information; A program that causes a computer to execute the following.

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