Information processing system, information processing method, and program

Abstract

An information processing system according to one aspect of the present invention has: a display control unit configured to display, in an associated manner, a telephone call text obtained by converting a voice telephone call with respect to a client into a text through voice recognition, speaker information indicating a speaker of the telephone call text, and clock time information indicating the date and time when the telephone call text was uttered; and a response record creation unit configured to create, as a response record with respect to the client, the clock time information, and the telephone call text and speaker information corresponding to the clock time information, in accordance with user operation with respect to the clock time information.

Description

[Technical field]

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

[0002] In contact centers (also called call centers), work generally known as after-call work (ACW) is carried out. After-call work refers to work carried out after a telephone conversation with a customer has ended, and includes post-processing such as creating memos called interaction records (hereinafter also referred to as interaction record memos) and ordering products and services. For example, the technology described in Non-Patent Document 1 is known as a technology that can improve the efficiency of such after-call work. [Prior art documents] [Non-patent literature]

[0003] [Non-Patent Document 1] ForeSight Voice Mining, Internet<URL:https: / / www.ntt-tx.co.jp / products / foresight_vm / > Summary of the Invention [Problem to be solved by the invention]

[0004] However, in the conventional technology, when a person other than the operator who answered the phone wants to understand or analyze the contents of the call for some purpose (for example, to improve the quality of the call), the call record memo cannot be fully utilized. This is because in many cases, only the person who created the call record memo knows which part of the call the entry in the call record memo corresponds to.

[0005] For this reason, if a person other than the person in question wishes to understand or analyze the contents of a call, he or she must ultimately check the entire call, which results in a significant amount of time being required to understand or analyze the contents of the call.

[0006] The present disclosure has been made in consideration of the above points, and provides a technology that allows utilization of response records for a specified purpose. [Means for solving the problem]

[0007] An information processing system according to one aspect of the present disclosure has a display control unit configured to display a call text, which is a voice call between a customer and the information processing system that has been converted into text by voice recognition, speaker information indicating the speaker of the call text, and time information indicating the date and time when the call text was spoken, in association with each other, and a response record creation unit configured to create, in response to a user operation on the time information, the time information, and the call text and speaker information corresponding to the time information as a response record for the customer. Effect of the Invention

[0008] According to the present disclosure, a technique is provided that allows utilization of call logs for a specific purpose. [Brief description of the drawings]

[0009] [Figure 1] 1 is a diagram illustrating an example of an overall configuration of a contact center system according to an embodiment of the present invention. [Diagram 2] 1 is a diagram illustrating an example of a functional configuration of a contact center system according to an embodiment of the present invention. [Diagram 3] FIG. 4 is a diagram illustrating an example of a data configuration of call history information. [Figure 4] FIG. 11 is a sequence diagram showing an example of a response record creation process according to the embodiment. [Diagram 5] FIG. 13 is a diagram showing an example of a response record creation screen. [Figure 6] FIG. 11 is a sequence diagram showing an example of a response record reference process according to the embodiment; [Figure 7]FIG. 13 is a diagram showing one example of a call content reference screen (part 1). [Figure 8] FIG. 2 is a diagram showing an example of the call content reference screen (part 2). [Figure 9] FIG. 11 is a sequence diagram showing an example of a response support process according to the present embodiment. [Figure 10] FIG. 13 is a diagram showing an example of a response support screen (part 1). [Figure 11] FIG. 2 is a diagram showing an example of the response support screen (part 2). [Figure 12] FIG. 3 is a diagram showing an example of the response support screen (part 3). DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0010] An embodiment of the present invention will be described below. In the embodiment, a contact center system 1 capable of supporting the use of response record memos for a predetermined purpose (for example, improving response quality, evaluating operators, etc.) will be described for a contact center. However, a contact center is only one example, and the system can be similarly applied to, for example, an office or the like, where the system can support the use of response record memos between a person in charge and a customer. More generally, the system can be similarly applied to support the use of response record memos when a person responds to another person.

[0011] Here, the call record memo is a memo that represents a record of when an operator answers a call with a customer. In general, the call record memo is created in a post-call work called after-call work. The contents to be written in the call record memo are arbitrary, and various items can be written, but typical contents include, for example, the contents of the customer's inquiry, the operator's response to the inquiry, concerns that may lead to complaints, requests to other operators or supervisors, and any other noteworthy items.

[0012] <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 response support system 10, a plurality of operator terminals 20, a plurality of telephones 30, one or more supervisor terminals 40, a PBX (Private Branch eXchange) 50, a NW switch 60, and a customer terminal 70. Here, the response support system 10, the operator terminals 20, the telephones 30, the supervisor terminals 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 one another.

[0013] The response support system 10 is a server or a group of servers that provide various functions for supporting the operator's telephone response work and various related work. There are various functions provided by the response support system 10, but in this embodiment, at least the following functions (1) to (4) are provided.

[0014] (1) Voice recognition function: A function that uses packets (voice packets) sent from the NW switch 60 to convert voice conversations between an operator and a customer into text with time information to create a conversation text. (2) Call record memo creation function: A function that creates a call record memo with time information based on the call text and the time information added to it. (3) Call record memo reference function: When referencing a call record memo, the function allows you to also refer to the call text that contains time information before and after the time information. (4) Response support function: A function that displays the real-time call text of a call with a customer when answering the phone with that customer, as well as the response record memo of the customer's past calls. The functions (2) and (3) above allow for the user to refer to the call text, including the text before and after the call text that has been recorded as a memo, so that even a person other than the person who created the memo can understand and analyze the contents of the call in a relatively short time. In addition, the functions (2) to (4) above allow for the user to refer to the memo of a past call when answering a call with a customer, so that a high-quality call can be answered based on the contents of the past call.

[0015] In addition to the above (1) to (4), the response support system 10 may provide various other functions. For example, the response support system 10 may provide all or part of the following functions (5) to (10).

[0016] (5) Search function: A function for searching call history information including various information related to a call between an operator and a customer (for example, the call text and the response record memo of the call) and providing the search results to the operator terminal 20 and the supervisor terminal 40. (6) Summary function: A function that creates a summary of the entire call from the call text. (7) Call monitoring function: a function for providing the supervisor terminal 40 with information for monitoring the operator's calls (for example, the call text of the call and NG words contained in the call text, etc.) (8) Support request function: A function that allows an operator to request assistance with telephone answering from a supervisor (9) Call text analysis function: A function that uses call text to identify the call reason, whether the call is inbound or outbound, and the scene (the situation of the call). (10) Analysis function: A function for performing various analyses (e.g., analysis of response quality, etc.) based on call history information. However, the functions shown in (5) to (10) above are just examples, and it goes without saying that the response support system 10 may provide various other functions in addition to these.

[0017] The operator terminal 20 is a terminal such as a PC (personal computer) used by an operator.

[0018] The telephone 30 is an IP (Internet Protocol) telephone (such as a fixed IP telephone or a portable IP telephone) used by an operator.

[0019] The supervisor terminal 40 is a terminal such as a PC used by a supervisor. A supervisor is, for example, a person who monitors the operator's calls and supports the operator's telephone response work when some problem is likely to occur or at the request of the operator. Usually, the calls of several to a dozen operators are monitored by one supervisor.

[0020] 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).

[0021] The NW switch 60 relays packets between the telephone 30 and the PBX 50 , and also captures the packets and transmits them to the response support system 10 .

[0022] The customer terminal 70 is a variety of terminals used by customers, such as a smartphone, a mobile phone, or a landline phone.

[0023] The overall configuration of the contact center system 1 shown in Fig. 1 is an example, and other configurations may be used. For example, in the example shown in Fig. 1, the response support system 10 is included in the contact center environment E (i.e., the response support system 10 is an on-premise type), but all or part of the functions of the response support system 10 may be realized 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 realized by a cloud service. Also, if the operator terminal 20 has a telephone function, the contact center system 1 may not include a telephone 30.

[0024] <Functional configuration of contact center system 1> FIG. 2 shows an example of a functional configuration of the response support system 10, the operator terminal 20, and the supervisor terminal 40 included in the contact center system 1 according to this embodiment.

[0025] <Response Support System 10> As shown in FIG. 2, the response support system 10 according to the present embodiment includes a voice recognition unit 101, a call history management unit 102, and a UI provision unit 103. Each of these units is realized, for example, by a process in which one or more programs installed in the response support system 10 are executed by a processor such as a CPU (Central Processing Unit). The response support system 10 according to the present embodiment also includes a call history information storage unit 104. The call history information storage unit 104 can be realized, for example, by a storage device such as an HDD (Hard Disk Drive), an SSD (Solid State Drive), or a flash memory. However, the call history information storage unit 104 may also be realized, for example, by a storage device connected to the response support system 10 via a communication network.

[0026] The voice recognition unit 101 performs voice 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 a call text. Here, the voice recognition unit 101 converts the voice into a call text for each speaker (operator, customer), and creates a call text with time information for each speaker. The call text for a certain sentence (one phrase, one segment of speech, etc.) is expressed in the format of (speaker information, time information, call text), for example. Note that such a call text can be created by a known voice recognition technology.

[0027] Hereinafter, the call text is represented in the format of (speaker information, time information, call text). In other words, the call text is assigned speaker information and time information. The speaker information is information indicating the speaker (operator or customer) who spoke the voice corresponding to the call text, and the time information is information indicating the time (date and time) when the voice corresponding to the call text was spoken.

[0028] When a call between an operator and a customer is completed, the call history management unit 102 creates call history information related to the call and stores it in the call history information storage unit 104. In addition, when a handling record memo is created for a certain call during ACW or the like, the call history management unit 102 adds the handling record memo to the call history information related to the call.

[0029] The UI providing unit 103 provides screen information for displaying various screens (such as a response record creation screen, a search screen, a call content reference screen, and a response support screen, which will be described later) on the operator terminal 20 and the supervisor terminal 40. The screen information is represented by information such as HTML (Hypertext Markup Language), CSS (Cascading Style Sheets), JavaScript, etc.

[0030] The call history information storage unit 104 stores the call history information. An example of the data configuration of the call history information is shown in Fig. 3. As shown in Fig. 3, the call history information includes, for example, a call ID, a call date and time, a call duration, an operator ID, an OP extension number, a customer phone number, a call text, and a response record memo.

[0031] The call ID is identification information that uniquely identifies the call. The call date and time is the date and time when the call started. The call duration is the time from the start to the end of the call. The operator ID is identification information that uniquely identifies the operator who answered the call. The OP extension number is the extension number of the operator who answered the call. The customer phone number is the phone number of the customer in the call. The call text is the call text of the entire call. The response record memo is the response record memo regarding the call.

[0032] The data configuration of the call history information shown in Fig. 3 is an example and is not limited to this. The call history information can include various information related to the call (for example, the call reason of the call, information indicating whether the call is inbound or outbound, each scene of the call, etc.).

[0033] <Operator terminal 20> 2, the operator terminal 20 according to this embodiment includes a UI control unit 201. The UI control unit 201 is realized by, for example, processing executed by one or more programs (such as a Web browser) installed in the operator terminal 20 in a processor such as a CPU.

[0034] The UI control unit 201 displays various screens (for example, a response record creation screen, a search screen, a call content reference screen, a response support screen, etc.) on the display of the operator terminal 20. In addition, the UI control unit 201 accepts various input operations from the operator on these various screens.

[0035] <Supervisor terminal 40> 2, the supervisor terminal 40 according to the present embodiment includes a UI control unit 401. The UI control unit 401 is realized, for example, by a process executed by a processor such as a CPU by one or more programs (such as a Web browser) installed in the supervisor terminal 40.

[0036] The UI control unit 401 displays various screens (for example, a search screen, a call content reference screen, etc.) on the display of the supervisor terminal 40. Furthermore, the UI control unit 401 accepts various input operations from the supervisor on these various screens.

[0037] <Response record creation process> In the following, assuming a case where an operator creates a response record memo during ACW or the like after a call with a customer is ended, the response record creation process for creating the response record memo will be described with reference to Fig. 4. In the following, it is assumed that the case occurs immediately after a call with a certain customer is ended.

[0038] The call history management unit 102 of the response support system 10 creates call history information related to the call and stores it in the call history information storage unit 104 (step S101). Note that the call history information does not include a response record memo (or includes a response record memo set to a blank or a NULL value, etc.).

[0039] The UI control unit 201 of the operator terminal 20 transmits a display request for the interaction record creation screen to the interaction support system 10 (step S102). The display request for the interaction record creation screen may be transmitted in response to an operation by the operator, or may be transmitted automatically after the call with the customer is ended, for example.

[0040] When the UI providing unit 103 of the response support system 10 receives the display request for the response record creation screen, the UI providing unit 103 transmits screen information for the response record creation screen to the operator terminal 20 (step S103).

[0041] When the UI control unit 201 of the operator terminal 20 receives the screen information of the response record creation screen, it displays the response record creation screen on the display based on this screen information (step S104). An example of the response record creation screen is shown in Fig. 5. The response record creation screen 1000 shown in Fig. 5 includes a call text display field 1100 and a response record memo display field 1200.

[0042] In the call text display field 1100, the call text of the entire call is displayed in chronological order for each speaker. In the example shown in Fig. 5, call texts 1110-1160 and time information 1111-1161 assigned thereto are displayed. Also, in the example shown in Fig. 5, when the speech bubble in which the call text is displayed is pointing to the right, it indicates that the speaker of the call text is an operator, and when it is pointing to the left, it indicates that the speaker of the call text is a customer. In other words, it indicates that the speakers of call texts 1110, 1130, 1140, and 1160 are operators, and the speakers of call texts 1120 and 1150 are customers.

[0043] The response record memo created by the operator is displayed in the response record memo display field 1200. Here, the operator can select (e.g., click with a mouse pointer or the like) the time information displayed in the call text display field 1100 to create a response record memo that includes the time information, the speaker of the call text to which the time information is added, and the call text.

[0044] For example, by selecting time information 1121 in the call text display field 1100, a response record memo 1210 is created that includes time information 1211 representing that time information 1121, the speaker of the call text to which the time information 1121 has been assigned, "Customer," and the call text, "Excuse me, there's something I'd like to confirm about payment."

[0045] Similarly, for example, by selecting the time information "11:15:40" in the call text display field 1100, a response record memo 1220 is created which includes time information 1221 representing the time information "11:15:40", the speaker of the call text "Operator" to which the time information "11:15:40" is assigned, and the call text "Excuse me, could you please check your account balance?"

[0046] In this way, the operator can select the time information added to the call text to create a call record memo that includes at least the time information and the call text to which the time information has been added. In addition to this method of creating a call record memo, the operator can also create a call record memo by inputting any character string into the call record memo display field using a keyboard or the like, as in the conventional technology.

[0047] Returning to the explanation of Fig. 4. Following step S104, the UI control unit 201 of the operator terminal 20 accepts an operation for creating a response record memo (step S105). The operation for creating a response record memo is, for example, an operation for selecting time information added to the call text in the call text display field included in the response record creation screen as described above, an operation for inputting an arbitrary character string in the response record memo display field, etc.

[0048] The UI control unit 201 of the operator terminal 20 transmits the response record memo information including the response record memo created by the creation operation accepted in the above step S105 and the call ID of the call, to the response support system 10 (step S106).

[0049] When the call history management unit 102 of the response support system 10 receives the response record memo information, it adds the response record memo included in the response record memo information to the call history information of the call ID included in the response record memo information (step S107). As a result, the call history information including the response record memo is stored in the call history information storage unit 104. Note that in this embodiment, the response record memo is included in the call history information, but this is not limited to this, and for example, the response record memo information may be stored in a storage unit different from the call history information storage unit 104.

[0050] <Response record reference process> In the following, it is assumed that a supervisor refers to the response record memo of a past call, and the response record reference process for referencing the response record memo will be described with reference to Fig. 6. Note that, although it is assumed that a supervisor refers to the response record memo in the following, the same process can be implemented when an operator refers to the response record memo of a past call by replacing "supervisor" with "operator," "supervisor terminal 40" with "operator terminal 20," and "UI control unit 401" with "UI control unit 201."

[0051] The UI control unit 401 of the supervisor terminal 40 transmits a request to display a search screen to the response support system 10 (step S201). The request to display a search screen is transmitted in response to, for example, an operation by the supervisor (such as an operation to display a search screen).

[0052] When the UI providing unit 103 of the response support system 10 receives the display request for the search screen, the UI providing unit 103 transmits screen information of the search screen to the supervisor terminal 40 (step S202).

[0053] When the UI control unit 401 of the supervisor terminal 40 receives the screen information of the search screen, the UI control unit 401 displays the search screen on the display based on the screen information (step S203). The search screen is, for example, a screen for inputting search conditions for searching call history information and displaying search results for the search conditions.

[0054] The UI control unit 401 of the supervisor terminal 40 accepts an input operation of search conditions (step S204). As the search conditions, various conditions for searching call history information can be input. For example, conditions related to information such as a call ID, an operator ID, an operator's name, an operator's extension number, a customer's phone number, a call date and time, a call duration, a scene, an inbound or outbound call, a call reason, etc. can be input.

[0055] The UI control unit 401 of the supervisor terminal 40 transmits the search conditions received by the input operation in step S204 to the response support system 10 (step S205).

[0056] When the call history management unit 102 of the response support system 10 receives the search conditions, it searches the call history information storage unit 104 based on the search conditions (step S206).

[0057] The call history management unit 102 of the response support system 10 transmits the search result of the above step S206 to the supervisor terminal 40 (step S207).

[0058] When the UI control unit 401 of the supervisor terminal 40 receives the search result, it displays the search result on the search screen (step S208). The supervisor can perform an operation to select desired call history information from the search results displayed on the search screen. The search result is, for example, the call ID, call date and time, call duration, operator ID, operator extension number, customer number, etc. of the call history information that satisfies the search conditions. In addition, for example, a summary of the call text included in the call history information may be included in the search result.

[0059] The UI control unit 401 of the supervisor terminal 40 accepts a selection operation of the call history information (step S209). The selection operation of the call history information is, for example, an operation for selecting desired call history information from the search results as described above.

[0060] The UI control unit 401 of the supervisor terminal 40 transmits a request to acquire call history information to the response support system 10 (step S210). This request includes, for example, the call ID of the call history information selected by the selection operation of the call history information.

[0061] When the call history management unit 102 of the response support system 10 receives a request to obtain call history information, it obtains the call history information related to the request (for example, the call history information identified by the call ID included in the request) from the call history information storage unit 104 (step S211).

[0062] The UI providing unit 103 of the response support system 10 transmits screen information of the call content reference screen and the call history information acquired in the above step S211 to the supervisor terminal 40 (step S212).

[0063] When the UI control unit 401 of the supervisor terminal 40 receives the screen information of the call content reference screen and the call history information, it displays the call content reference screen on the display based on this screen information and the call history information (step S213). An example of the call content reference screen is shown in Fig. 7. The call content reference screen 2000 shown in Fig. 7 includes a call text display field 2100 and a response record memo display field 2200.

[0064] In the call text display section 2100, the call text included in the call history information is displayed in chronological order for each speaker.

[0065] The response record memo included in the call history information is displayed in the response record memo display field 2200. In the example shown in FIG.

[0066] By selecting time information in the response record memo (e.g., time information 2211 or time information 2221, etc.), the supervisor can display the call text with the time information and at least the call text before and after it in the call text display area 2100.

[0067] As an example, Fig. 8 shows the call content reference screen 2000 when the time information 2221 in the response record memo 2220 is selected. In the call text display field 2100 of the call content reference screen 2000 shown in Fig. 8, the call text 2110 to which the time information 2221 (i.e., the time information "11:15:40") is added, the call texts 2120 and 2130 before and after it, and the call texts 2140 and 2150 before and after them are displayed.

[0068] This allows the supervisor to check the call text, including the text before and after the call text included in the response record memo, and therefore the supervisor can easily grasp the flow of the call before and after the appearance of the call text included in the response record memo. This allows the supervisor to, for example, grasp and analyze the contents of the call in a relatively short time.

[0069] <Response support processing> Hereinafter, assuming that an operator has started a call with a customer, a response support process for supporting the response to the customer will be described with reference to Fig. 9. In the following, it is assumed that the call has just started.

[0070] The call history management unit 102 of the response support system 10 receives a packet of the call (a packet indicating the start of the call) from the NW switch 60 (step S301).

[0071] The call history management unit 102 of the response support system 10 acquires the call history information of the customer phone number included in the packet from the call history information storage unit 104 (step S302).

[0072] The UI providing unit 103 of the response support system 10 transmits the screen information of the response support screen and the call history information acquired in the above step S302 to the operator terminal 20 of the operator (step S303).

[0073] When the UI control unit 201 of the operator terminal 20 receives the screen information of the response support screen and the call history information, the UI control unit 201 displays the response support screen on the display based on the screen information and the call history information (step S304). An example of the response support screen is shown in Fig. 10. The response support screen 3000 shown in Fig. 10 includes a call text display field 3100 and a response record memo display field 3200 of past calls.

[0074] The call text of the call is displayed in real time in chronological order for each speaker in the call text display field 3100. In the example shown in Fig. 10, the call text has not yet been displayed because the call has just started.

[0075] The past call response record memo display field 3200 includes a past call response memo display field in which the response record memo of each past call of the customer (i.e., a past call with the same customer phone number as the call) is displayed. These past call response memo display fields are displayed from the top to the bottom, starting with the most recent past call. The example shown in FIG. 10 includes a past call response memo display field 3300 in which the response record memo for the past call of "2022 / 1 / 11 10:11:10" is displayed, and a past call response memo display field 3400 in which the response record memo for the past call of "2021 / 11 / 30 12:15:40" is displayed.

[0076] In the example shown in FIG. 10, the past call response note display section 3300 includes a response record note 3310 and a response record note 3320, and the past call response note display section 3300 includes a response record note 3410.

[0077] In this way, the response support screen displays the response record memos for past calls to the same customer phone number as the current call (especially, the response record memos for the most recent past call are displayed from the top). This allows the operator to respond to the call of the customer while checking the response record memos for past calls to the same customer as the current call, and allows the operator to respond appropriately to the call while taking into consideration, for example, the circumstances of past calls.

[0078] Returning to the explanation of Fig. 9, steps S305 to S308 in Fig. 9 are repeatedly executed in real time while a call is being made with the customer.

[0079] The voice recognition unit 101 of the response support system 10 receives packets (voice packets) of the call from the NW switch 60 (step S305).

[0080] The voice recognition unit 101 of the response support system 10 performs voice recognition on the voice data contained in the packet received in step S305 above, and creates a call text (a call text with time information for each speaker) (step S306).

[0081] The voice recognition unit 101 of the response support system 10 transmits the call text created in step S306 to the operator terminal 20 (step S307).

[0082] When the UI control unit 201 of the operator terminal 20 receives the call text, it displays the call text in the call text display field of the response support screen (step S308). For example, if the call text is expressed as (13:31:15, Operator, Thank you for calling. This is Tanaka from the call center), then call text 3110 is displayed in the call text display field 3100 of the response support screen 3000, as shown in Fig. 11. In this way, each time the call text is received, the call text is displayed in real time in the call text display field of the response support screen.

[0083] Here, the operator may want to check the context of the call text in the past call record memo or the flow of the conversation when the call text was spoken. In such a case, the operator can select the time information in the past call record memo (or hover the mouse over the time information) to refer to the call text to which the time information was added in the past call, and at least the call text before and after it.

[0084] For example, in the response support screen 3000 shown in FIG. 12, by selecting the time information 3311 in the response record memo 3310, the time information 3321 in the response record memo 3320, and the time information 3341 in the response record memo 3410, it is possible to refer to the call text to which the selected time information is added in the corresponding past call and at least the call text before and after it. Specifically, for example, when the time information 3321 is selected, the balloon window 4100 is popped up, and the call text 4110 to which the time information 3321 (i.e., the time information "10:11:30") is added in the past call of "2022 / 1 / 11 10:11:10" and the call texts 4120 and 4130 before and after it are displayed in the balloon window 4100. As a result, the operator can check the call text including the before and after of the call text in the response record memo regarding the past call of the customer currently being handled, and it is possible to perform effective telephone response based on the contents of the past call by referring to them.

[0085] In addition, the operator can also perform a scroll operation using a mouse wheel or the like in the balloon window, for example. This allows the operator to display call text from the past or future rather than the call text currently displayed in the balloon window.

[0086] <Summary> As described above, in the contact center system 1 according to the present embodiment, an operator can make a call text into a handling record memo simply by selecting the time information added to the call text. This allows the operator to easily create a handling record memo, which can reduce the time required for ACW, for example.

[0087] In addition, in the contact center system 1 according to the present embodiment, by selecting time information in the handling record memo, it becomes possible to refer to the call text to which the time information is added in the corresponding call and the range of call text including at least the range before and after the call text. This allows the operator or supervisor to easily check the flow of the call before and after the appearance of the call text in the handling record memo, and as a result, it becomes possible to grasp and analyze the contents of the call in a relatively short time.

[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. [Explanation of symbols]

[0089] 1. Contact Center System 10 Response support system 20 Operator terminal 30 telephone 40 Supervisor Terminal 50 PBX 60 Network Switch 70 Customer terminal 80 Communication Networks 101 Voice Recognition Unit 102 Call History Management Unit 103 UI provision department 104 Call history information storage unit 201 UI control section 401 UI control section E Contact Center Environment

Claims

1. a display control unit configured to display a call text obtained by converting a voice call between the customer and the customer into text by voice recognition, speaker information indicating a speaker of the call text, and time information indicating a date and time when the call text was spoken in association with each other; a response record creating unit configured to create the time information, and a call text and speaker information corresponding to the time information, as a response record for the customer, in response to a user operation on the time information; An information processing system having the above configuration.

2. The display control unit is The information processing system according to claim 1, configured to display at least a call text corresponding to the time information included in the response record and a call text corresponding to each of the time information before and after the time information in response to a user operation on the time information included in the response record.

3. The display control unit is The information processing system according to claim 1 or 2, configured to display, when a voice call is being conducted with the customer, a call text converted from the voice call by voice recognition and the response record regarding past voice calls between the customer.

4. The display control unit is The information processing system according to claim 3, configured to display at least a call text corresponding to the time information in the past voice call and a call text corresponding to time information before and after the time information in the past voice call in response to a user operation on the time information included in the response record related to the past voice call.

5. a display control procedure for displaying a call text obtained by converting a voice call between the customer and the customer into text by voice recognition, speaker information indicating a speaker of the call text, and time information indicating a date and time when the call text was spoken in association with each other; a response record creating step of creating, in response to a user operation on the time information, the time information, and a call text and speaker information corresponding to the time information as a response record for the customer; An information processing method implemented by a computer.

6. a display control procedure for displaying a call text obtained by converting a voice call between the customer and the customer into text by voice recognition, speaker information indicating a speaker of the call text, and time information indicating a date and time when the call text was spoken in association with each other; a response record creating step of creating, in response to a user operation on the time information, the time information, and a call text and speaker information corresponding to the time information as a response record for the customer; A program that causes a computer to execute the following.

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