Layout change device, layout change method, and program

Abstract

A layout change device according an aspect of the present disclosure has: a determination unit that is configured to determine, on the basis of an attribute of a user who performs the task of responding to customers by telephone and / or the content of conversation held via telephone, whether to change the layout of a screen image displayed on a terminal used by the user; and a generation unit that is configured to generate the screen image in a layout that corresponds to the attribute and / or the content of conversion when it is determined that the layout is to be changed.

Description

Technical Field

[0001] The present disclosure relates to a layout change device, a layout change method, and a program.

Background Art

[0002] Techniques for assisting an operator's telephone response work in a contact center (or also called a call center) have been conventionally known (for example, Non-Patent Document 1). In such techniques, a UI (user interface) called a response support screen (hereinafter, also simply referred to as a "support screen") for using various functions is provided to the operator. Functions available to the operator on the support screen include, for example, a function of displaying text representing the call content, a function of displaying customer information, a knowledge providing function such as an FAQ, a function of summarizing the call content, and the like.

Prior Art Documents

Non-Patent Documents

[0003]

Non-Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] However, not all functions are necessarily used, and there are also functions that are not used depending on the operator's skills and the call content. For example, veteran operators have sufficient knowledge and experience, so it is considered that they often do not use the knowledge providing function. Also, when the call content is a simple inquiry, it is considered that the knowledge providing function is often not used.

[0005] On the one hand, while the availability of various functions contributes to supporting the operator's response work, it may lead to an overabundance of information, and there is also a possibility of using incorrect functions or being confused about which function to use. In particular, this possibility is considered to be higher when the operator is a novice or the like.

[0006] Therefore, it is preferable that the functions available on the support screen can be flexibly changed according to the operator, the call content, etc.

[0007] The present disclosure has been made in view of the above points, and an object thereof is to provide a technique capable of flexibly changing the support functions available on the UI.

Means for Solving the Problems

[0008] A layout change device according to an aspect of the present disclosure is configured to determine whether to change the layout of a screen displayed on a terminal used by a user based on at least one of an attribute of a user who conducts telephone response work for a customer and the call content of the telephone, and when it is determined to change the layout, a generation unit configured to generate the screen with the layout corresponding to at least one of the attribute and the call content.

Effects of the Invention

[0009] A technique capable of flexibly changing the support functions available on the UI is provided.

Brief Description of the Drawings

[0010]

Figure 1

Figure 2

Figure 3

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Figure 9

Mode for Carrying Out the Invention

[0011] Hereinafter, an embodiment of the present invention will be described. In the following embodiment, a contact center system 1 will be described, in which an operator can flexibly change the support functions available on the support screen for the contact center. However, the contact center is only an example and is not limited thereto. For example, when a person in charge of performing some response work with a customer on a UI (user interface) for an office or the like flexibly changes the support functions available on the UI, the present invention can be similarly applied. More generally, when functions for supporting a person's work are available on a UI and the functions available on the UI are flexibly changed according to certain conditions, the present invention can be similarly applied.

[0012] <Overall Configuration Example of Contact Center System 1> An example of the overall configuration of the 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 terminal 20, the telephone 30, the supervisor terminal 40, the PBX 50, and the NW switch 60 are installed in a contact center environment E which is a system environment of the contact center. Note that the contact center environment E is not limited to a system environment within the same building, and may be, for example, a system environment within a plurality of geographically separated buildings.

[0013] The response support system 10 is a server or a server group or the like that provides various functions (support functions) for supporting the telephone response operations of operators. There are various support functions provided by the response support system 10, but in this embodiment, it is assumed that at least the support functions shown in the following (1) to (9) can be provided.

[0014] (1) Call text providing function: This function creates call texts obtained by textifying voice calls between an operator and a customer with time information for each speaker using packets (voice packets) transmitted from the NW switch 60, and provides them in time series for each speaker of those call texts. With this function, an operator can confirm the utterance contents of the customer and himself / herself in real time during a call.

[0015] (2) Knowledge providing function: This function is a function for providing knowledge such as FAQs. With this function, an operator can, for example, confirm necessary procedures and the like in the form of FAQs.

[0016] (3) Important matter providing function: This function is for providing matters that the operator needs to explain to or confirm with the customer (such matters are also called "important matters"). With this function, the operator can know what matters need to be explained to the customer and what matters need to be confirmed.

[0017] (4) Chat function: This function is for providing message sending and receiving (so-called chat) with a supervisor or the like. With this function, the operator can, for example, make an inquiry to the supervisor or seek support. Note that 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 in response to a request from the operator.

[0018] (5) Support request function: This function is for requesting support from a supervisor or the like. With this function, the operator can, for example, request support from a supervisor or the like when some problem occurs or is likely to occur.

[0019] (6) Customer information providing function: This function is for providing the information of the customer that the operator is currently dealing with (such as attribute information such as name, age, gender, address, purchase history of products or services, etc.). With this function, the operator can know various information about the customer currently being dealt with.

[0020] (7) Memo function: This function is for the operator to create a memo arbitrarily. With this function, the operator can, for example, leave any content desired by himself / herself as a memo (response record memo).

[0021] (8) Summary of previous call providing function: This function is for providing a summary of the past calls of the customer that the operator is currently dealing with. With this function, the operator can confirm the summary text summarizing the past calls of that customer.

[0022] (9) Call Summarization Function: This function creates a summary text that summarizes the call content using the call text. With this function, an operator can, for example, know the summary of a call after the call ends, or when there is a call from the same customer again, can confirm the summary of the previous call through the previous call summary providing function.

[0023] Note that the above (1) to (9) are all examples, and in addition to these, the response support system 10 may provide various support functions. For example, it may provide all or part of the support functions shown in the following (10) to (14).

[0024] (10) Call Text Analysis Function: This function analyzes the call text to identify the call reason (reason for incoming call) and scene (situation) of the call, or to identify whether the call is inbound or outbound. With this function, an operator can know the call reason and scene of the customer they are currently dealing with. Also, for example, the important matter providing function can provide important matters according to the call reason, scene, and inbound / outbound. Note that examples of scenes include, for example, the first greeting (opening), confirmation of inquiry content, confirmation of the customer's identity, response, and the last greeting (closing), etc.

[0025] (11) Call History Saving Function: This function saves, for example, information about the operator who handled the call, information about the customer of the call, the call text of the call, the summary text, etc. as call history information. With this function, it is possible to utilize the call history information, for example, for the analysis of response quality and the evaluation of operators.

[0026] (12) Search function: This function searches the call history information stored by the call history storage function and provides the search results to an operator, supervisor, etc. With this function, an operator, supervisor, etc. can search the call history information according to desired search conditions and refer to the call history information obtained as the search results.

[0027] (13) Call monitoring function: This is a function that provides information (such as the call text of the call and NG words included in the call text, etc.) for a supervisor to monitor an operator's call. With this function, a supervisor can efficiently monitor the calls of the operators under their supervision. Usually, it is common for a supervisor to monitor the calls of several to a dozen or so operators.

[0028] (14) Analysis function: This function uses the call history information stored by the call history storage function to perform various analyses (such as analysis of response quality, etc.). With this function, those who want to conduct calls with good response quality (such as response quality analysis personnel, supervisors, etc.) can analyze the response quality and consider various measures and countermeasures, etc. to improve it.

[0029] However, it goes without saying that the above (10) to (14) are all just examples.

[0030] The operator terminal 20 is a terminal such as a PC (personal computer) used by an operator.

[0031] The telephone 30 is an IP (Internet Protocol) telephone (such as a fixed IP telephone or a mobile IP telephone, etc.) used by an operator.

[0032] The supervisor terminal 40 is a terminal such as a PC used by a supervisor.

[0033] The PBX50 is a private branch exchange (IP-PBX) and is connected to a communication network 80 including a VoIP (Voice over Internet Protocol) network and a PSTN (Public Switched Telephone Network).

[0034] The NW switch 60 relays packets (voice packets) between the telephone 30 and the PBX50, captures the packets, and transmits them to the response support system 10.

[0035] The customer terminal 70 is various terminals such as a smartphone, a mobile phone, and a fixed phone used by the customer.

[0036] Note that the overall configuration of the contact center system 1 shown in FIG. 1 is an example and is not limited thereto, 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 (that is, the response support system 10 is on-premises), 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 PBX50 is an on-premises private branch exchange, but it may be realized by a cloud service. Further, when the operator terminal 20 has a telephone function, the contact center system 1 may not include the telephone 30.

[0037] <Example of a support screen in the default layout> All or part of the support functions provided by the response support system 10 can be used by the operator on a support screen displayed on the operator terminal 20. This support screen is continuously displayed on the operator terminal 20 not only during a telephone response to a customer but also after the telephone response. This is because, for example, the operator often refers to the support screen to perform after-work (such as issuing a product slip) called ACW (After Call Work).

[0038] However, some of the support functions may not be available to the operator and may only be available to supervisors or other users (i.e., the use of some support functions may be restricted by user permissions, etc.). For example, the call monitoring function is a support function that is only available to supervisors and is an example of a support function that the operator cannot use.

[0039] Hereinafter, as the standard layout (default layout) of the support screen displayed on the operator terminal 20 of the operator performing the telephone answering operation, a support screen 1000 with a layout as shown in FIG. 2 is assumed.

[0040] On the support screen 1000 with this default layout, the operator can use all the support functions available to himself / herself. The support screen 1000 shown in FIG. 2 includes a main menu display column 1010, a call text display column 1020, a knowledge display column 1030, an important matter display column 1040, a chat display column 1050, a support request display column 1060, a customer information display column 1070, a memo display column 1080, a previous call summary display column 1090, and a summary display column 1100.

[0041] In the main menu display column 1010, various menu buttons for displaying screens other than the support screen are displayed. For example, in the main menu display column 1010, a menu button for displaying a screen where the call text analysis function is available, a menu button for displaying a screen where the search function is available, a menu button for displaying a screen where the analysis function is available, etc. are displayed.

[0042] In the call text display column 1020, call texts representing the utterances of the customer and the operator are displayed in chronological order by the call text providing function. In particular, when the customer and the operator are on a call, those call texts are displayed in real time in the call text display column 1020. Note that in the call text display column 1020, for example, the call texts corresponding to the important matters displayed in the important matter display column 1040 may be highlighted (e.g., highlighted display, blinking display, etc.) or displayed in a manner different from other call texts.

[0043] In the knowledge display column 1030, knowledge such as FAQs is displayed by the knowledge providing function. Note that the knowledge is not limited to FAQs, and information beneficial when the operator conducts response operations (e.g., recommendation information for making some proposal, etc.) may also be included in the knowledge.

[0044] In the important matter display column 1040, important matters are displayed by the important matter providing function. Note that only important matters may be displayed in the important matter display column 1040, or a talk script including important matters may be displayed.

[0045] In the chat display column 1050, chat messages with a supervisor or the like are displayed by the chat function.

[0046] In the support request display column 1060, buttons or the like for requesting support from a supervisor or the like are displayed by the support request function.

[0047] In the customer information display column 1070, customer information is displayed by the customer information providing function. Note that this customer information is obtained from systems such as CRM (Customer Relationship Management) and IVR (Interactive Voice Response).

[0048] In the memo display column 1080, the memo created by the memo function is displayed. Note that the operator can create a memo by inputting any characters or symbols or pasting any images, etc. into the memo display column 1080.

[0049] In the previous call summary display column 1090, the summary text of the past calls of the customer currently being handled by the operator is displayed by the previous call summary providing function.

[0050] In the summary display column 1100, the summary text of the call is displayed after the call ends by the call summary function.

[0051] Thus, in the support screen 1000 with the default layout, all the support functions available to the operator are displayed regardless of the operator's attributes, call content, etc. For this reason, for example, support functions unnecessary for veteran operators (such as the knowledge providing function, chat function, etc.) are displayed, or there is an overabundance of information for new operators. Also, for example, in the case of an internal call, there are support functions that are unnecessary depending on the call content, such as the display of customer information being unnecessary.

[0052] Therefore, below, certain conditions (hereinafter also referred to as layout change conditions) are set according to the operator's attributes, call content, etc., and the case of changing the support screen to a layout corresponding to the conditions when these conditions are met will be described.

[0053] <Functional configuration example of the response support system 10 and the operator terminal 20> A functional configuration example of the response support system 10 and the operator terminal 20 according to this embodiment is shown in FIG. 3.

[0054] ≪Response support system 10≫ As shown in FIG. 3, the response support system 10 according to the present embodiment includes a support function providing unit 101, a layout changing unit 102, and a UI providing 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).

[0055] The support function providing unit 101 provides various support functions (for example, the support functions shown in the above (1) to (14), etc.).

[0056] The layout changing unit 102 refers to the layout setting file 500 and instructs the UI providing unit 103 to change the layout of the support screen when it is determined that the layout change condition is satisfied. Here, the layout setting file 500 is data in which a layout change condition and layout change information representing the content of the layout change when the layout change condition is satisfied are associated with each other. Specific examples of the layout change condition and the layout change information will be described later. Note that the layout setting file 500 is stored, for example, in a storage area of a storage device such as an HDD (Hard Disk Drive), an SSD (Solid State Drive), or a flash memory.

[0057] The UI providing unit 103 provides a support screen to the operator terminal 20. That is, the UI providing unit 103 generates a support screen and displays this support screen on the display of the operator terminal 20. At this time, when the layout change is instructed by the layout changing unit 102, the UI providing unit 103 generates a support screen with the changed layout, and otherwise generates a support screen with the default layout. Note that the support screen is represented by information such as HTML (Hypertext Markup Language), CSS (Cascading Style Sheets), and JavaScript.

[0058] Although not shown in the example illustrated in FIG. 3, the response support system 10 also has various databases (DBs) and other functional units used to implement various support functions. For example, it has an operator information DB that stores operator information including the operator ID and attributes (such as name, affiliated organization, etc.) of each operator, and a call history DB that stores each call history information.

[0059] ≪Operator Terminal 20≫ As shown in FIG. 3, the operator terminal 20 according to this embodiment has a UI control unit 201. The UI control unit 201 is realized, for example, by a process that causes a processor such as a CPU to execute one or more programs (such as a web browser, etc.) installed in the operator terminal 20.

[0060] The UI control unit 201 displays the support screen provided by the response support system 10 on the display. Also, the UI control unit 201 receives various input operations of the operator on the support screen (such as a button press operation, a character input operation, etc.).

[0061] <Layout Setting File 500> Hereinafter, some specific examples of the layout change conditions and layout change information included in the layout setting file 500 will be described. Note that hereinafter, the change of the layout includes not only changing the display or non-display of the display columns included in the support screen, changing the arrangement of the display columns, but also changing the display mode of the display columns (for example, highlighting the display columns or changing the color, etc.).

[0062] ·Specific Example 1 of Layout Change Conditions and Layout Change Information Generally, when an operator is a veteran, since the operator has sufficient knowledge and experience, it is considered that the knowledge provision function and the chat function are not used. Therefore, when the operator is a veteran, it is considered to make the knowledge display column and the chat display column non-display. In this case, the layout change conditions and the corresponding layout change information may be set as follows.

[0063] Layout change condition = "The operator is a veteran" Layout change information = "Hide the knowledge display column" and "Hide the chat display column" Note that whether the operator is a veteran or not can be determined, for example, from the operator information. For example, if a flag indicating whether the operator is a veteran is included in the operator information, it may be determined whether the operator is a veteran from the value of the flag. Or, for example, if the operator information of veteran operators is grouped, it may be determined whether the operator is a veteran by whether the operator information of the corresponding operator belongs to that group. In addition to these, for example, if the operator information includes the length of service, etc., it may also be determined whether the operator is a veteran from the length of service.

[0064] · Specific examples of layout change conditions and layout change information, part 2 In the case of outbound business calls, mainly for making calls to new customers, there is often no customer information or summary of the previous call. Therefore, in the case of outbound calls, it may be considered to hide the customer information display column and the previous call summary display column. In this case, the layout change conditions and the corresponding layout change information may be set as follows.

[0065] Layout change condition = "Outbound" Layout change information = "Hide the customer information display column" and "Hide the previous call summary display column" Note that whether the call is outbound or not can be determined, for example, from the analysis result by the call text analysis function (that is, the analysis result that identifies whether the call is inbound or outbound).

[0066] · Specific examples of layout change conditions and layout change information, part 3 Even for veteran operators, they may seek support from the supervisor when there are claims from customers or events that are likely to lead to claims occur. Therefore, even if the knowledge display column and the chat display column are hidden, when the occurrence of a claim or an event that is likely to lead to it is detected, it is preferable to redisplay at least the chat display column. In this case, the layout change conditions and the corresponding layout change information may be set as follows.

[0067] Layout change condition = "Specific word is detected" Layout change information = "Display the chat display column" Here, the specific words refer to words indicating the occurrence of a claim, words or phrases that are likely to lead to the occurrence of a claim, etc. (that is, so-called NG words, NG phrases, etc.). Such a set of specific words is defined in advance and stored in a DB or the like. Specific examples of specific words include, for example, "Get out above" and "Get out the supervisor". Note that the detection of specific words is realized, for example, by a call monitoring function.

[0068] In addition to the above, for example, taking the detection of a specific word such as "I called before" as a layout change condition and "Display the previous call summary display column" as the layout change information may also be possible.

[0069] · Specific example 4 of layout change conditions and layout change information For internal calls related to in-house sales, etc., customer information, previous call summary, knowledge, important matters, etc. are considered unnecessary. Therefore, in the case of an internal call, it is conceivable to hide the customer information display column, the previous call summary display column, the knowledge display column, and the important matter display column. In this case, the layout change conditions and the corresponding layout change information may be set as follows.

[0070] Layout change condition = "Internal call" Layout change information = "Hide chat display column" and "Hide previous call summary display column" and "Hide knowledge display column" and "Hide important matter display column" Note that whether it is an extension call or not may be determined, for example, by the calling and called phone numbers included in the packet transferred from the NW switch 60.

[0071] · Specific example 5 of layout change conditions and layout change information When the situation during a call becomes a specific situation, there may be a case where a specific content needs to be confirmed. For example, when the scene during a call is "customer identity verification", it is necessary to refer to customer information and confirm whether the name, address, etc. conveyed by the customer are correct. Therefore, when a specific situation occurs, it is preferable to highlight a specific display column. This is particularly effective especially when the operator is new or lacks experience and knowledge. In this case, the layout change conditions and the corresponding layout change information may be set as follows.

[0072] Layout change condition = "Specific situation" Layout change information = "Highlight a specific display column" Here, the specific situation refers to, for example, a specific scene, a specific call reason, etc. Note that the scene and call reason may be specified, for example, by a call text analysis function.

[0073] At this time, the specific situation may include, for example, the customer's situation. Taking a specific example, when assuming a response to an inquiry regarding insurance procedures, the customer's situation such as whether the customer is a victim or a perpetrator of a certain accident may also be regarded as a specific situation. Such customer situations can be specified by a call text analysis function by, for example, pre - defining scenes such as "inquiry from the victim" and "inquiry from the perpetrator" in advance. In addition, examples of customer information include whether an accident that is the subject of insurance procedures has occurred or not.

[0074] Note that the specific examples 1 to 6 of the layout change conditions and the layout change information are all just examples and are not limited to these. For the layout change conditions, various conditions regarding the attributes of the operator and the call content can be adopted, and for the layout change information, information representing the change content to a better layout under certain indicators when the layout change conditions are met can be adopted. For example, specific examples of the attributes of the operator that can be adopted as the layout change conditions include, in addition to whether the operator is a veteran / newcomer, for example, the incoming call number, gender, affiliated organization, years of experience, job position, whether it is telework, whether it is a free address, etc. of the operator. Also, specific examples of the call content that can be adopted as the layout change conditions include, for example, call reason, scene, inbound / outbound, whether it is an internal line, customer information (phone number, past response content, etc.), the fact that a specific word is detected, call start time, elapsed time since the call started, etc.

[0075] In addition, the layout setting file 500 may include a plurality of layout change conditions and the layout change information corresponding to each of them. For example, when the nth layout change condition is denoted as "layout change condition n" and the corresponding layout change information is denoted as "layout change information n", the layout setting file 500 may be represented as {(layout change condition n, layout change information n)|n = 1, ···, N}. N is the number of the layout change conditions and the layout change information included in the layout setting file 500.

[0076] <Support screen display process> Hereinafter, the support screen display process according to this embodiment will be described with reference to FIG. 4. Here, the following support screen display process may be executed, for example, at the start of a call with a customer for each operator terminal 20, or may be repeatedly executed in real time during the call with the customer. Hereinafter, the case of displaying a support screen (including the support screen after layout change) on the display of a certain operator terminal 20 at the start of a call or in real time during the call will be described.

[0077] The layout change unit 102 refers to the layout setting file 500 and determines whether or not a certain layout change condition is satisfied (step S101). In other words, the layout change unit 102 determines whether or not there exists a layout change condition among the layout change conditions included in the layout setting file 500 that satisfies the condition.

[0078] When it is determined in step S101 above that a certain layout change condition is satisfied, the layout change unit 102 instructs the UI providing unit 103 to perform a layout change including layout change information corresponding to the layout change condition (step S102).

[0079] Next, the UI providing unit 103 generates a support screen with the layout changed to the change content represented by the layout change information included in the instruction from the layout change unit 102 (step S103). Thereby, a support screen after the layout change is generated.

[0080] On the other hand, when it is not determined in step S101 above that the layout change condition is satisfied, the UI providing unit 103 determines whether or not it is the start of a call (step S104).

[0081] When it is determined in step S104 above that it is the start of a call, the UI providing unit 103 generates a support screen with the default layout (step S105). On the other hand, when it is not determined in step S104 above that it is the start of a call (that is, when a call is in progress), the UI providing unit 103 does nothing. This is because when a call is in progress, a support screen with a certain layout is already displayed on the display of the operator terminal 20.

[0082] Subsequently, following the above step S103 or step S105, the UI providing unit 103 causes the support screen after layout change or the support screen with the default layout to be displayed on the display of the operator terminal 20 (step S106). That is, when the support screen after layout change is generated in step S103 above, the UI providing unit 103 causes this support screen to be displayed on the display of the operator terminal 20, while when the support screen with the default layout is generated in step S105 above, the UI providing unit 103 causes this support screen to be displayed on the display of the operator terminal 20. As a result, the support screen after layout change or the support screen with the default layout is displayed on the display of the operator terminal 20. Note that in order to display the support screen on the display of the operator terminal 20, the UI providing unit 103 may transmit information representing the support screen to the operator terminal 20.

[0083] <Example of support screen after layout change> Some specific examples of the support screen after layout change will be described below.

[0084] · Specific example 1 of support screen after layout change Assume that the following layout change conditions and layout change information are associated with the layout setting file 500.

[0085] Layout change condition = "Operator is a veteran" Layout change information = "Hide the knowledge display column" and "Hide the chat display column" At this time, when the above layout change condition is satisfied, the support screen 2000 with the layout changed from the default layout is shown in FIG. 5. In the support screen 2000 shown in FIG. 5, the knowledge display column 1030 and the chat display column 1050 are not displayed. This is generally because when the operator is a veteran, the operator has sufficient knowledge and experience, so it is considered that the knowledge providing function and the chat function are not used.

[0086] · Specific Example 2 of the Support Screen after Layout Change It is assumed that the following layout change conditions and layout change information are associated with the layout setting file 500.

[0087] Layout change condition = "Outbound" Layout change information = "Hide the customer information display column" and "Hide the previous call summary display column" At this time, when the layout change condition is satisfied, the support screen 3000 with the layout changed from the default layout is shown in Fig. 6. In the support screen 3000 shown in Fig. 6, the customer information display column 1070 and the previous call summary display column 1090 are not displayed. This is because in an outbound sales call, mainly calls are made to new customers, so there is often no customer information or previous call summary.

[0088] · Specific Example 3 of the Support Screen after Layout Change It is assumed that the following layout change conditions and layout change information are associated with the layout setting file 500.

[0089] Layout change condition = "Specific word detected" Layout change information = "Display the chat display column" At this time, when the layout change condition is satisfied, the support screen 4000 with the layout changed from the layout of the support screen 2000 shown in Fig. 5 is shown in Fig. 7. In the support screen 4000 shown in Fig. 7, the chat display column 1050 is redisplayed. This is because even for veteran operators, when there is a claim from a customer or an event that may lead to a claim occurs, they may seek support from the supervisor via chat.

[0090] · Specific Example 4 of the Support Screen after Layout Change It is assumed that the following layout change conditions and layout change information are associated with the layout setting file 500.

[0091] Layout change condition = "Internal call" Layout change information = "Hide chat display column" and "Hide previous call summary display column" and "Hide knowledge display column" and "Hide important matter display column" At this time, when the layout change condition is satisfied, the support screen 5000 with the layout changed from the default layout is shown in FIG. 8. In the support screen 5000 shown in FIG. 8, the knowledge display column 1030, the important matter display column 1040, the chat display column 1050, and the previous call summary display column 1090 are not shown. This is because in the internal call related to in-house sales, etc., customer information, previous call summary, knowledge, important matters, etc. are considered unnecessary.

[0092] · Specific example 5 of the support screen after layout change It is assumed that the following layout change conditions and layout change information are associated with the layout setting file 500.

[0093] Layout change condition = "Customer identity confirmation scene" Layout change information = "Highlight customer information display column" At this time, when the layout change condition is satisfied, the support screen 8000 with the layout changed from the default layout is shown in FIG. 9. In the support screen 8000 shown in FIG. 9, the customer information display column 1070 is highlighted. This is because when the scene during the call is "customer identity confirmation", it is necessary to refer to the customer information displayed in the customer information display column 1070 to confirm whether the name, address, etc. conveyed by the customer are correct.

[0094] <Modification example> Hereinafter, several modification examples of the present embodiment will be described.

[0095] · Modification example 1 In the above embodiment, it is assumed that the layout change condition and the layout change information are associated with the layout setting file 500. However, for example, instead of the layout change information, layout information representing the changed layout may be associated.

[0096] ·Modification Example 2 In the above-described embodiment, the case where the operator terminal 20 includes a web browser and the support screen represented by information such as HTML, CSS, JavaScript, etc. is generated by the response support system 10 has been described. However, for example, the support screen may be generated on the operator terminal 20 side. At this time, for example, when it is determined that the layout change condition is satisfied, the response support system 10 transmits the layout change information corresponding to the layout change condition to the operator terminal 20, and the operator terminal 20 may change the layout of the support screen from the layout change information.

[0097] ·Modification Example 3 In the above-described embodiment, the case where all layout change conditions are determined both at the start of a call and during a call has been described. However, for example, for a certain layout change condition, it may be determined only at either the start of a call or during a call.

[0098] In this case, for example, a determination flag that takes three values of 0, 1, and 2 may be associated with the layout change condition, and the layout setting file 500 may include a triple of (layout change condition, layout change information, determination flag). Here, the determination flag may take 0 when the layout change condition is determined only at the start of a call, 1 when the layout change condition is determined only during a call, and 2 when the layout change condition is determined both at the start of a call and during a call.

[0099] ·Modification Example 4 Since there may be a case where a plurality of layout change conditions are satisfied simultaneously, information representing a priority (or priority order) may be associated with each layout change condition. For example, the layout setting file 500 may include a triple of (layout change condition, layout change information, priority).

[0100] As a result, when a plurality of layout change conditions are simultaneously satisfied, the layout change condition with the highest priority is prioritized, and the layout of the support screen is changed according to the layout change information associated therewith.

[0101] Alternatively, when a plurality of layout change conditions are simultaneously satisfied, the layout of the support screen may be sequentially changed according to the layout change information corresponding to the layout change conditions in descending order of priority. Thereby, for example, when the layout change information is to highlight a specific display column, each display column is sequentially highlighted in descending order of priority. For this reason, for example, when checking a plurality of display columns, it is possible to perform highlighting considering the check order when the check order is important. In addition, it is possible to cause an operator such as a novice to sequentially check each display column in an appropriate check order.

[0102] ·Modification Example 5 It may be found that the support screen of a certain layout is beneficial for an operator having a specific attribute. For example, it may be found that the support screen of a certain layout is beneficial for a novice operator, or it may be found that it is easy to use for a veteran operator. In such a case, the support screens of those layouts may be used as templates, for example, as the support screen of the default layout of an operator having that specific attribute.

[0103] ·Modification Example 6 In the above embodiment, the layout change information is to display or hide a specific display column or change its display mode (for example, highlight, etc.), but it is not limited thereto, and other change contents may be used. For example, it may be to change the arrangement position of the display column, exchange the arrangement position with another display column, increase or decrease the size of the display column, etc.

[0104] <Summary> As described above, in the contact center system 1 according to the present embodiment, the layout of the support screen displayed on the operator terminal 20 of the operator can be changed at the start of a call or in real time (dynamically) during a call according to the attributes of the operator, the content of the call, etc. Therefore, the operator can perform the response work of the call while referring to the support screen with an appropriate layout according to his / her own attributes, the content of the call being currently handled, etc.

[0105] The present invention is not limited to the specifically disclosed above embodiments, and various modifications, changes, combinations with known technologies, etc. are possible without departing from the description of the claims.

Explanation of Signs

[0106] 1 Contact center system 10 Response support system 20 Operator terminal 30 Telephone 40 Supervisor terminal 50 PBX 60 NW switch 70 Customer terminal 80 Communication network 101 Support function providing unit 102 Layout change unit 103 UI providing unit 201 UI control unit 500 Layout setting file E Contact center environment

Claims

1. Based on information regarding a call from a customer and a plurality of layout change conditions representing conditions for changing the layout of a screen displayed on a terminal used by a user who performs response operations by the call for the customer, a determination unit configured to determine whether to change the layout of the screen; When it is determined that the layout is to be changed, a generation unit configured to generate the screen with the changed layout by displaying or hiding a specific display field for using functions available on the screen according to the layout change condition satisfied by the information regarding the call; having The layout change condition is at least one of a condition for the call reason of the call, a condition for the scene of the call, a condition indicating whether the call is inbound or outbound, a condition indicating whether the call is an internal call, a condition for the customer's phone number, a condition for the customer's past response content, a condition indicating whether a specific word is detected in the call, a condition for the call start time of the call, and a condition for the elapsed time from the call start time. A layout change device.

2. The layout change device according to claim 1, further comprising a storage unit configured to store information in which at least one of the layout change condition and the change content in which a display field to be displayed on the screen and a display field to be hidden on the screen when the layout change condition is satisfied are specified are associated with each other. The determination unit determines whether the information regarding the call satisfies the layout change condition; when it is determined that the layout change condition is satisfied, determines that the layout is to be changed, and when it is determined that the layout change condition is not satisfied, does not determine that the layout is to be changed; The generation unit is configured to generate the screen with the changed layout by displaying or hiding the display field based on the change content associated with the layout change condition when it is determined that the layout is to be changed.

3. The information regarding the call includes at least one of the call reason of the telephone, the scene of the telephone, whether the call is inbound or outbound, whether the call is an internal call, the customer's telephone number, the customer's past response content, whether a specific word is detected during the call, the call start time of the telephone, and the elapsed time since the call start time. The layout change device according to claim 1 or 2.

4. A determination procedure for determining whether to change the layout of a screen displayed on a terminal used by a user who performs response operations by telephone for a customer based on information regarding a call from the customer and a plurality of layout change conditions representing conditions for changing the layout of the screen; A generation procedure for generating the screen with the changed layout by displaying or hiding a specific display field for using functions available on the screen according to the layout change conditions satisfied by the information regarding the call when it is determined that the layout is to be changed; which is executed by a computer, The layout change conditions are at least one of conditions for the call reason of the telephone, conditions for the scene of the telephone, conditions indicating whether the call is inbound or outbound, conditions indicating whether the call is an internal call, conditions for the customer's telephone number, conditions for the customer's past response content, conditions indicating whether a specific word is detected during the call, conditions for the call start time of the telephone, and conditions for the elapsed time since the call start time. A layout change method.

5. A determination procedure for determining whether to change the layout of a screen displayed on a terminal used by a user who performs response operations by telephone for a customer based on information regarding a call from the customer and a plurality of layout change conditions representing conditions for changing the layout of the screen; A generation procedure for generating the screen with the changed layout by displaying or hiding a specific display field for using functions available on the screen according to the layout change conditions satisfied by the information regarding the call when it is determined that the layout is to be changed; which is executed by a computer, The layout change condition is at least one of the following: a condition for the call reason of the telephone, a condition for the scene of the telephone, a condition indicating whether the telephone is inbound or outbound, a condition indicating whether the telephone is an internal call, a condition for the customer's telephone number, a condition for the customer's past response content, a condition indicating whether a specific word is detected in the telephone, a condition for the call start time of the telephone, and a condition for the elapsed time from the call start time. Program.

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