Response support system, response support method, and program

Abstract

A handling assistance system according to one embodiment is communicably connected to a first terminal that is used by a first user who handles a phone call with a customer and to a second terminal that is used by a second user who assists with the phone call handling, said handling assistance system comprising: an audio recognition unit that recognizes audio in audio data in the phone call handling and creates audio recognition text, which indicates the result of the audio recognition; a summarization unit that creates summary text which summarizes the audio recognition text when an assistance request pertaining to the phone call handling has been received from the first terminal; and a notification unit that displays, on the second terminal, an assistance request notification including the summary text, together with prescribed notification sound.

Description

Technical Field

[0001] The present invention relates to a response support system, a response support method, and a program.

Background Art

[0002] A system for supporting the customer response work of an operator of a contact center (or also called a call center) has been conventionally known (Non-Patent Document 1). Such a system is generally called, for example, a response support system (or an operator support system) and has various functions such as a function for converting the content of a call into text and a function for requesting support from a supervisor. Note that a supervisor is a person who monitors the calls of an operator and supports the response work of the operator in response to the occurrence of any problems or a support request from the operator.

Prior Art Documents

Non-Patent Documents

[0003]

Non-Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] However, in the conventional response support system, even if an operator makes a support request, there are cases where the supervisor cannot respond promptly to the support request. This is because the supervisor first needs to hear from the operator the reason for the support request, but some operators are not good at objectively and concisely conveying the reason for the support request. In addition, the supervisor often has various tasks other than monitoring the operator's calls and may not notice the support request from the operator. In particular, in recent years, there are cases where both the operator and the supervisor work from home, and it is considered that the supervisor often fails to notice the support request from the operator.

[0005] One embodiment of the present invention has been made in view of the above points, and an object thereof is to realize a prompt response to a support request.

Means for Solving the Problems

[0006] To achieve the above object, a response support system according to an embodiment is a response support system communicably connected to a first terminal used by a first user who makes a telephone response to a customer and a second terminal used by a second user who supports the telephone response, the response support system including: a voice recognition unit configured to perform voice recognition on voice data in the telephone response and create a voice recognition text representing a result of the voice recognition; a summarization unit configured to create a summary text obtained by summarizing the voice recognition text when receiving a support request regarding the telephone response from the first terminal; and a notification unit configured to display a support request notification including the summary text on the second terminal together with a predetermined notification sound.

Effects of the Invention

[0007] A prompt response to a support request can be realized.

Brief Description of the Drawings

[0008]

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Mode for Carrying Out the Invention

[0009] Hereinafter, an embodiment of the present invention will be described. In this embodiment, a contact center system 1 that can realize a quick response from a supervisor to a support request from an operator will be described with respect to a contact center. However, the contact center is just an example, and it can be similarly applied to other cases where, for example, a supervisor responds to a support request from a person in charge working in an office or the like, or more generally, when a person in charge of a certain task requests support from another person and that person responds to the support request.

[0010] <Overall Configuration 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, one or more operator terminals 20, one or more supervisor terminals 30, one or more telephones 40, a PBX (Private Branch eXchange) 50, an NW switch 60, and a customer terminal 70. Here, the response support system 10, the operator terminal 20, the supervisor terminal 30, the telephone 40, the PBX 50, and the NW switch 60 are included 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. In particular, the contact center environment E may include a system environment (for example, a system environment in the home of an operator or a supervisor) used by an operator or a supervisor who is working in a form such as telecommuting or remote work.

[0011] The response support system 10 is a server or a server group or the like having various functions for supporting the telephone response work of an operator. When a support request function, which is one of its functions, is used, the response support system 10 notifies information necessary for grasping the reason for the support request in a manner that makes it easy for a supervisor to notice the support request from the operator. Thereby, the supervisor can quickly start responding to the support request from the operator.

[0012] Note that there are various functions of the response support system 10, but in this embodiment, it is assumed that the response support system 10 has at least the functions shown in the following (1) to (6).

[0013] (1) Voice recognition function: A function of converting the conversation content between an operator and a customer into text using a packet (voice packet) transmitted from the NW switch 60 (2) Call text providing function: A function that provides all or part of the call content (hereinafter also referred to as call text) converted into text by the speech recognition function to the operator terminal 20 or the supervisor terminal 30 (3) Search function: A function that searches for call data containing various information related to calls between the operator and the customer and provides the search results to the operator terminal 20 or the supervisor terminal 30 (4) Summarization function: A function that creates a summary text by summarizing the call text (5) Call monitoring function: A function that provides information (for example, the call text of the call or NG words included in the call text) for monitoring the operator's call to the supervisor terminal 30 (6) Support request function: A function that enables the operator to request support for the response work from the supervisor However, in addition to the above (1) to (6), the response support system 10 may have various other functions. For example, a function of identifying the call reason from the call text, etc., a function of identifying whether the call is inbound or outbound, a function of identifying the reason for the support request from the call text, a function of providing a chat between the operator terminal 20 and the supervisor terminal 30, a function of providing various analyses for the call data, etc. It may also have various other functions, for example, the various functions described in Non-Patent Document 1 above.

[0014] The operator terminal 20 is various terminals such as a PC (personal computer) used by the operator. When the operator is working in the form of working from home or remote work, etc., the operator terminal 20 may be installed at the operator's home or the like, or the operator terminal 20 may be installed at the call center, and the operator may use the operator terminal 20 from another terminal through an application such as a remote desktop.

[0015] The supervisor terminal 30 is various terminals such as a PC used by the supervisor. A supervisor (SV) is a person who monitors the operator's calls and supports the operator's response operations when some problem is likely to occur or in response to a support request from the operator, etc. Usually, several to a dozen or so operators are grouped together, and the calls of that group are generally monitored by one supervisor. In addition, when the supervisor is working in the form of telecommuting or remote work, etc., the supervisor terminal 30 may be installed at the supervisor's home or the like, or the supervisor terminal 30 may be installed in the call center, and the supervisor may use the supervisor terminal 30 from another terminal through an application such as remote desktop.

[0016] The operator terminal 20 and the supervisor terminal 30 are not limited to PCs, and may be, for example, smartphones, tablet terminals, wearable devices, etc.

[0017] The telephone 40 is an IP (Internet Protocol) telephone (fixed IP telephone or mobile IP telephone, etc.) used by the operator. Generally, one operator terminal 20 and one telephone 40 are installed at the operator's seat.

[0018] The PBX 50 is a telephone 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).

[0019] The NW switch 60 relays packets (voice packets) between the telephone 40 and the PBX 50, and captures the packets and transmits them to the response support system 10.

[0020] The customer terminal 70 is various terminals such as a smartphone, mobile phone, fixed phone, etc. used by the customer.

[0021] Note that 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 PBX 50 is an on-premises telephone exchange, but it may also be a telephone exchange realized by cloud services. Further, for example, when the response support system 10 is realized by a single server, it may be called a response support device or the like. Furthermore, when the operator terminal 20 also functions as an IP telephone, the operator terminal 20 and the telephone 40 may be integrally configured.

[0022] <Functional configurations of the response support system 10, the operator terminal 20, and the supervisor terminal 30> FIG. 2 shows an example of the functional configurations of the response support system 10, the operator terminal 20, and the supervisor terminal 30 according to the present embodiment.

[0023] ≪Response support system 10≫ As shown in FIG. 2, the response support system 10 according to the present embodiment includes a recording unit 101, a response support unit 102, and a support request notification unit 103. Each of these units is realized, for example, by processing executed by a processor such as a CPU (Central Processing Unit) for one or more programs installed in the response support system 10. Further, the response support system 10 according to the present embodiment includes a call data storage unit 104. The call data storage unit 104 is realized, for example, by an auxiliary storage device such as an HDD (Hard Disk Drive) or an SSD (Solid State Drive). Note that the call data storage unit 104 may be realized, for example, by a storage device connected to the response support system 10 via a communication network.

[0024] The recording unit 101 receives the voice packets transmitted from the NW switch 60, associates the voice data included in the voice packets with the call ID, and stores the voice data as call data in the call data storage unit 104. Note that the call ID is information that uniquely identifies a call between an operator and a customer.

[0025] The response support unit 102 realizes various functions such as a voice recognition function, a call text providing function, a search function, a summarization function, a call monitoring function, and a support request function (that is, the functions shown in the above (1) to (6)). Here, in the voice recognition function, voice recognition is performed on the voice data included in the voice packet received by the recording unit 101, and the call text, which is the result of this voice recognition, is associated with the call ID and stored as call data in the call data storage unit 104. Note that the response support unit 102 may realize various functions for supporting the operator's telephone response work in addition to the functions shown in the above (1) to (6).

[0026] When the support request function is used on the operator terminal 20, the support request notification unit 103 notifies the supervisor in a manner that is easy to notice and includes the information necessary to understand the reason for the support request for the support request from the operator terminal 20.

[0027] The call data storage unit 104 stores call data. Call data is data that includes various information related to a call between an operator and a customer, and includes various information associated with the call ID of the call. Examples of the information included in the call data include the call text, which is the result of voice recognition of the voice data of the call, the voice data of the call, the operator ID and operator name of the operator who responded to the call, the call date and time and call duration of the call, and the customer telephone number of the call. However, these are just examples, and the call data may not include some of this information, or may include information other than these.

[0028] ≪Operator Terminal 20≫ As shown in FIG. 2, the operator terminal 20 according to the present embodiment has a UI unit 201. The UI unit 201 is 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.

[0029] The UI unit 201 displays various UI (user interface) screens on the display and accepts the operator's operations on these UI screens. Examples of the UI screens displayed by the UI unit 201 include an operator support screen that displays call text in real time during a call and includes buttons for making a support request to the supervisor, etc.

[0030] ≪Supervisor terminal 30≫ As shown in FIG. 2, the supervisor terminal 30 according to this embodiment has a UI unit 301. The UI unit 301 is realized, for example, by processing in which one or more programs installed in the supervisor terminal 30 are executed by a processor such as a CPU.

[0031] The UI unit 301 displays various UI screens on the display and accepts the supervisor's operations on these UI screens. Examples of the UI screens displayed by the UI unit 301 include an operator monitoring screen for the supervisor to monitor a predetermined operator's call, etc.

[0032] <Operation example> Hereinafter, an operation example will be described in the case where an operator of a certain operator terminal 20 notifies a supervisor of a support request while in a call with a customer. It is assumed that the voice packet during the call is received by the recording unit 101 and the call text is obtained in real time from the voice data included in the voice packet by the voice recognition function.

[0033] ≪Operation example when a support request is made≫ First, an operation example when the operator makes a support request to the supervisor will be described with reference to FIG. 3.

[0034] The UI unit 201 of the operator terminal 20 receives a support request operation by the operator (step S101). Here, the operator can perform a support request operation, for example, on the operator support screen. Also, at this time, the operator may select a reason for the support request from predetermined options or freely input the reason for the support request. Note that the operator may perform a support request operation without specifying a specific supervisor, or may perform a support request operation by specifying a specific supervisor. If a specific supervisor is not specified, it is considered that a supervisor who monitors the calls of the group to which the operator who performed the support request operation belongs is specified.

[0035] When the UI unit 201 of the operator terminal 20 receives a support request operation by the operator, it transmits the support request to the response support system 10 (step S102). Here, the support request includes the call ID of the call. Note that in addition to the call ID, the support request may also include, for example, the reason (reason for support request) selected or input by the operator in step S101 above.

[0036] When the support request notification unit 103 of the response support system 10 receives a support request from the operator terminal 20, it transmits a summary acquisition request to the response support unit 102 (step S103). Here, the summary acquisition request includes the call ID of the call.

[0037] When the response support unit 102 of the response support system 10 receives a summary acquisition request, it creates a summary text from the call data of the call ID included in this summary acquisition request (step S104). That is, the response support unit 102 creates a summary text by summarizing the call text (for example, the call text during a predetermined time until the support request operation is performed, etc.) included in the call data of the call ID by means of a text summarization technique, which is one of the known natural language processing techniques. At this time, the response support unit 102 may, for example, identify the name of the operator handling the call, identify the current call reason of the call, or identify whether the call is inbound or outbound. Also, the response support unit 102 may identify the reason for the support request from the call text by means of a question-and-answer technique, which is one of the known natural language processing techniques, by asking the support request and answering with the reason for the support request.

[0038] The response support unit 102 of the response support system 10 transmits the summary text created in step S104 above to the support request notification unit 103 (step S105). At this time, the response support unit 102 may transmit not only the summary text but also, for example, the operator name, call reason, inbound / outbound, reason for the support request, etc.

[0039] When the support request notification unit 103 of the response support system 10 receives the summary text or the like, it transmits a support request notification to the supervisor terminal 30 of the corresponding supervisor (that is, for example, the supervisor specified by the operator or the supervisor who monitors the calls of the group to which the operator who performed the support request operation belongs) (step S106). Here, the support request notification includes the call ID and the summary text. The support request notification may include not only the call ID and the summary text but also, for example, the operator name, call reason, inbound / outbound, reason for the support request, etc. In the following, it is assumed that the support request notification includes the call ID, summary text, operator name, call reason, inbound / outbound, and reason for the support request.

[0040] When the UI unit 301 of the supervisor terminal 30 receives a support request notification from the response support system 10, it displays a support request notification in a manner that makes it easy for the supervisor to notice the support request and includes information necessary to understand the reason for the support (step S107). Specifically, for example, the UI unit 301 causes a support request notification to pop up on the operator monitoring screen together with a predetermined sound (notification sound). The notification sound is an arbitrarily set sound, and is not limited to so-called effect sounds, and may be, for example, a piece of music, a melody, a voice (including synthesized voice), or the like.

[0041] Here, an example of the operator monitoring screen and the support request notification pop-up displayed thereon is shown in FIG. 4. In the example shown in FIG. 4, a support request notification 2000 is pop-up displayed on the operator monitoring screen 1000.

[0042] The operator monitoring screen 1000 shown in FIG. 4 is an operator monitoring screen displayed on the supervisor terminal 30 of the supervisor "Jiro Suzuki", and includes a monitored operator display column 1001 in which the name of the operator to be monitored and an icon indicating whether or not the operator has made a support request (hereinafter also referred to as a palm icon) are displayed. In the example shown in FIG. 4, three operators, "Hanako Yamada", "Ichiro Tanaka", and "Jiro Sato", are the monitoring targets, and the palm icon of the operator "Ichiro Tanaka" who has made a support request is displayed in a solid line. On the other hand, the palm icons of the operators "Hanako Yamada" and "Jiro Sato" who have not made a support request are displayed in a broken line.

[0043] In addition, in the support request notification 2000 shown in FIG. 4, the operator name, reason for support request, inbound / outbound, call reason, and summary text included in the support request notification are displayed. In the example shown in FIG. 4, the operator name is "Ichiro Tanaka", the reason for support request is "Unable to leave the supervisor (CS)", "Inbound", the call reason is "Cancellation", and the summary text is "I want to cancel the contract because the product is unusable. Isn't it strange that there is a fee for canceling the contract due to a product defect?". Note that "CS" in the reason for support request indicates a reason caused by the customer. On the other hand, a reason caused by the operator is denoted as "OP".

[0044] Here, the support request notification 2000 shown in FIG. 4 includes a "View Details" button 2001 for checking the detailed call content of the call for which the support request was made, a "Request Another SV" button 2002 for requesting (transferring) the support request to another supervisor, and a delete button 2003 for making the support request notification 2000 non-displayed. Note that the operation examples when the "View Details" button 2001 or the "Request Another SV" button 2002 is selected by the supervisor will be described later.

[0045] When the support request notification 2000 as shown in FIG. 4 is pop-up displayed together with a predetermined notification sound, the supervisor can easily know that there is a support request. Moreover, since the summary text of the call for which the support request was made is displayed in this support request notification 2000, the supervisor can know the content to be supported without hearing the reason for the support request from the operator, and can respond promptly to the support request (in other words, the time until actually supporting the operator can be shortened). However, the display of the summary text of the call is just an example and is not limited to this, and other information may be displayed as long as it is information that allows the supervisor to know the content to be supported. When the reason for support request, call reason, inbound / outbound, etc. are displayed in the support request notification 2000, the supervisor can know the content to be supported in more detail.

[0046] In the example shown in FIG. 4, the support request notification is pop-up displayed on the operator monitoring screen, but this is just an example. If the supervisor is looking at another screen, it will be pop-up displayed on that screen. That is, the support request notification is pop-up displayed in the foreground. This makes it possible to notify the supervisor of the support request even when the supervisor is performing tasks other than operator call monitoring.

[0047] Also, when the supervisor terminal 30 receives a plurality of support request notifications, these plurality of support request notifications are pop-up displayed. This is shown in FIG. 5. In the example shown in FIG. 5, two support request notifications, the support request notification 2000 and the support request notification 2100, are pop-up displayed. Similarly, the support request notification 2100 also includes a "View Details" button 2101, a "Request Another SV" button 2102, and a delete button 2103. When a plurality of support request notifications are pop-up displayed, for example, the notification sound and its volume may be changed according to the number of support request notifications. In particular, the more support request notifications there are, the easier it is to notice them with a louder notification sound.

[0048] Also, the log information associated with the support request (for example, the operator ID or name of the operator who made the support request, the support request date and time, the supervisor name of the supervisor who received the support request, etc.) may be stored in the call data storage unit 104 as call data, for example. This makes it possible to use the log information associated with the support request for analysis for improving response quality, etc.

[0049] ≪When "View Details" is selected in the support request notification≫ Next, an example of the operation when the supervisor selects "View Details" for the support request notification when the support request notification is displayed on the supervisor terminal 30 will be described with reference to FIG. 6.

[0050] The UI unit 301 of the supervisor terminal 30 receives a selection operation of the "View Details" button by the supervisor (for example, in the example shown in FIG. 4, the selection operation of the "View Details" button 2001 included in the support request notification 2000) (step S201).

[0051] When the UI unit 301 of the supervisor terminal 30 receives a selection operation of the "View Details" button by the supervisor, it sends a call details acquisition request to the response support system 10 (step S202). Here, the call details acquisition request includes the call ID of the call for which the support request was made.

[0052] When the response support unit 102 of the response support system 10 receives a call details acquisition request from the supervisor terminal 30, it acquires call details information from the call data of the call ID included in this call details acquisition request (step S203). That is, the response support unit 102 acquires various information (for example, call text, etc.) included in the call ID of the said call ID as call details information.

[0053] The response support unit 102 of the response support system 10 sends the call details information acquired in step S203 above to the supervisor terminal 30 (step S204).

[0054] When the UI unit 301 of the supervisor terminal 30 receives the call details information from the response support system 10, it displays a call details screen from this call details information (step S205). Here, an example of the call details screen is shown in FIG. 7. The call details screen 3000 shown in FIG. 7 includes a call text display column 3100 in which the call text of the call for which the support request was made is displayed in real time. In the example shown in FIG. 7, call texts 3101 to 3106 are displayed in chronological order in the call text display column 3100. Thereby, the supervisor can confirm the current and past call texts of the call for which the support request was made to himself / herself in chronological order, and can determine what kind of support should be provided to the operator.

[0055] Here, when determining what kind of support should be provided to the operator, the supervisor may want to check not only the call for which the support request was made, but also the past calls of the customer of that call. For this reason, in step S203 above, in addition to the call detail information of the call for which the support request was made, the call detail information of the past calls of the same customer as that call is acquired, and in step S204 above, these multiple call detail information may be transmitted to the supervisor terminal 30. In such a case, in step S205 above, a call detail screen 4000 as shown in FIG. 8, for example, is displayed from these multiple call detail information. The call detail screen 4000 shown in FIG. 8 includes a call detail list 4100 in which the call detail information of the call for which the support request was made and the call detail information of the past calls of the same customer as that call are displayed in a list. In the example shown in FIG. 8, in the call detail list 4100, the call detail information 4101 of the call for which the support request was made and the call detail information 4102 to 4104 of the past calls of the same customer as that call are displayed in a list. Note that in the example shown in FIG. 8, the call detail information of the call for which the support request was made includes at least the call date and time, the operator name, the customer phone number, and the call text, and the call detail information of the calls of the same customer as that call includes the call time in addition to these.

[0056] As a result, the supervisor can also check the past calls of the same customer as the call for which the support request was made, and for example, can grasp customer claims caused by past calls or customer claims having continuity with past calls, etc., and can provide support to the operator. When the supervisor selects desired call detail information from the call detail list 4100 of the call detail screen 4000 shown in FIG. 8, a call detail screen similar to FIG. 7 may be displayed for this selected call detail information.

[0057] ≪When "Request another SV" is selected in the support request notification≫ When a support request notification is displayed on the supervisor terminal 30 and the supervisor selects "Request another SV" for the support request notification, an example of the operation will be described with reference to FIG. 9. Here, for example, the supervisor may not be able to respond to the support request from the operator due to reasons such as being engaged in other operations. In such a case, by selecting "Request another SV", the supervisor can request (transfer) the support request to another supervisor. Hereinafter, as an example, the supervisor terminal 30 on which the support request notification is displayed will be referred to as "supervisor terminal 30A", and the supervisor terminal 30 that is the transfer destination of the support request notification will be referred to as "supervisor terminal 30B". Also, the supervisor who uses the supervisor terminal 30A will be referred to as "supervisor A", and the supervisor who uses the supervisor terminal 30B will be referred to as "supervisor B".

[0058] The UI unit 301 of the supervisor terminal 30A receives the selection operation of the "Request another SV" button by supervisor A (for example, in the example shown in FIG. 4, the selection operation of the "Request another SV" button 2002 included in the support request notification 2000) (step S301). At this time, supervisor A may perform the selection operation of the "Request another SV" button without specifying a specific supervisor as the transfer destination of the support request, or may perform the selection operation of the "Request another SV" button by specifying a specific supervisor B as the transfer destination of the support request. If a specific supervisor is not specified, a predetermined supervisor will be designated as the transfer destination of the support request.

[0059] When the UI unit 301 of the supervisor terminal 30A receives a selection operation of the "Request Another SV" button by supervisor A, it transmits a support request transfer request to the response support system 10 (step S302). Here, the support request transfer request includes the call ID of the call for which the support request was made, the supervisor ID of supervisor A who is the transfer source of the support request (hereinafter also referred to as the transfer source supervisor ID), and the supervisor ID of supervisor B specified as the transfer destination of the support request (hereinafter also referred to as the transfer destination supervisor ID). Note that the supervisor ID is information that uniquely identifies a supervisor.

[0060] When the support request notification unit 103 of the response support system 10 receives a support request transfer request from the supervisor terminal 30A, after identifying the supervisor name of the transfer source supervisor ID included in this support request transfer request, it transmits a support request notification to the supervisor terminal 30B of the transfer destination supervisor ID included in the support request transfer request (step S303). Here, the support request notification includes the supervisor name of the transfer source supervisor ID and various information (such as the call ID and summary text) included in the support request notification for the transfer target. Note that the various information included in the support request notification for the transfer target may include, in addition to the call ID and summary text, for example, the operator name, call reason, inbound / outbound, and support request reason.

[0061] When the UI unit 301 of the supervisor terminal 30B receives a support request notification from the response support system 10, it displays a support request notification in a manner that makes it easy for the supervisor to notice the support request and includes information necessary to understand the reason for the support (step S304). Specifically, similar to step S107 in FIG. 3, the UI unit 301, for example, pops up and displays the support request notification on the operator monitoring screen together with a predetermined sound (notification sound).

[0062] Here, when a support request is transferred from another supervisor, an example of the operator monitoring screen and the support request notification pop-up displayed thereon is shown in FIG. 10. In the example shown in FIG. 10, a support request notification 2200 transferred from the supervisor terminal 30A is pop-up displayed on the operator monitoring screen 1100 displayed on the supervisor terminal 30B.

[0063] The operator monitoring screen 1100 shown in FIG. 10 is an operator monitoring screen displayed on the supervisor terminal 30B of "Goro Yamada", who is supervisor B, and includes a monitored operator display column 1101 in which the name of the operator to be monitored and a palm icon indicating whether or not the operator has made a support request are displayed. In the example shown in FIG. 10, three operators, "Ichiro Tanaka", "Saburo Kobayashi", and "Taro Sasaki", are the monitoring targets, and the palm icon of the operator "Ichiro Tanaka" who has made a support request is displayed with a solid line. On the other hand, the palm icons of the operators "Saburo Kobayashi" and "Taro Sasaki" who have not made a support request are displayed with a dashed line.

[0064] In addition, the support request notification 2200 shown in FIG. 10 displays the supervisor name, operator name, support request reason, inbound / outbound, call reason, and summary text included in the support request notification. In the example shown in FIG. 10, the supervisor name "Jiro Suzuki", the operator name "Ichiro Tanaka", the support request reason "Go out to the boss (CS)", "Inbound", the call reason "Cancellation", and the summary text "I want to cancel because the product is unusable. Isn't it strange that there is a fee for cancellation due to a product defect?" are displayed. Note that the supervisor name is the name of the supervisor who transferred the support request, and the operator name is the name of the operator who actually made the support request.

[0065] Here, in the support request notification 2200 shown in FIG. 10, similar to the support request notification 2000 shown in FIG. 4 and the like, there are a "View Details" button 2201 for checking the detailed call content of the call for which the support request was made, a "Request Another Supervisor" button 2202 for requesting (transferring) the support request to another supervisor, and a delete button 2203 for making the support request notification 2200 invisible. Note that the operations when the "View Details" button 2201 or the "Request Another Supervisor" button 2202 is selected by the supervisor have already been described as above.

[0066] <Modification Example> In the above-described embodiment, the palm icon displayed in the operator display column of the operator monitoring screen simply indicates whether a support request has been made or not. However, it is not limited to this. For example, the palm icon may indicate the status of the support request.

[0067] For example, when the palm icon is displayed in a solid line and is red, it may indicate a status such as "Support Request Unresponded", when it is purple, it may indicate "Support Request Rejected", when it is green, it may indicate "Responded by Another Supervisor", when it is blue, it may indicate "Want to Consult after Call End", etc. Also, at this time, for example, when it is "Responded by Another Supervisor", the name of the supervisor who responded to the support request may be displayed below the palm icon, or the name of the supervisor who responded to the support request may be displayed when the mouse cursor or the like is superimposed on the palm icon.

[0068] <Summary> As described above, in the response support system 10 according to the present embodiment, a support request notification from an operator is pop-up displayed on the corresponding supervisor terminal 30 together with a predetermined notification sound (in other words, push notification is performed together with the predetermined notification sound). Thereby, for example, even when the supervisor is performing other tasks, it becomes easier to notice the support request, and it becomes possible to promptly start responding to the support request.

[0069] In addition, since a request for assistance from an operator includes "information that enables a supervisor to know what to assist with", such as a summary text of the call content, etc., the supervisor can easily grasp the content of the call for which the assistance request was made and can take appropriate actions.

[0070] Furthermore, even when the operator who has received the assistance request notification is unable to respond to the assistance request, the assistance request can be transferred to another operator. Therefore, for example, it is possible to prevent a situation where an operator cannot receive an assistance request due to the supervisor's busyness, etc., and as a result, it becomes possible to lead to an improvement in customer satisfaction, etc.

[0071] 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

[0072] 1 Contact center system 10 Response support system 20 Operator terminal 30 Supervisor terminal 40 Telephone 50 PBX 60 NW switch 70 Customer terminal 80 Communication network 101 Recording unit 102 Response support unit 103 Assistance request notification unit 104 Call data storage unit 201 UI unit 301 UI unit

Claims

1. A response support system communicably connected to a first terminal used by a first user who conducts a telephone response with a customer and a second terminal used by a second user who supports the telephone response, a voice recognition unit configured to perform voice recognition on voice data in the telephone response and create a voice recognition text representing the result of the voice recognition; a summarization unit configured to create a summary text obtained by summarizing the voice recognition text when a support request regarding the telephone response is received from the first terminal; a notification unit configured to output a predetermined notification sound indicating that the support request has occurred from the second terminal and display a support request notification including the summary text on the second terminal; having, the notification unit, a response support system that outputs the notification sound from the second terminal in a manner according to the number of the support requests.

2. having an identification unit configured to identify at least one of the reason for the support request, the call reason of the telephone response, and whether the telephone response is inbound or outbound from the voice recognition text, the notification unit, outputs the notification sound from the second terminal and is configured to display, on the second terminal, the support request notification that further includes at least one of the reason identified by the identification unit, the call reason, and whether it is inbound or outbound, according to Claim 1.

3. the notification unit, further configured to display the voice recognition text on the second terminal when a display request for detailed information regarding the support request notification is received from the second terminal, according to Claim 1 or 2.

4. the notification unit, Furthermore, when receiving a request for displaying detailed information regarding the support request notification from the second terminal, it is configured to list and display on the second terminal information regarding past telephone responses of the same customer as the customer in the telephone response. The response support system according to claim 1 or 2.

5. The notification unit is configured to output the notification sound from the second terminal and to display the support request notification at the forefront of the screen being displayed on the second terminal. The response support system according to any one of claims 1 to 4.

6. The notification unit is further configured to transfer the support request notification to another second terminal different from the second terminal when receiving a transfer request for the support request notification from the second terminal. The response support system according to any one of claims 1 to 5.

7. The notification unit is configured to output the notification sound from the other second terminal and to display the support request notification for transfer on the other second terminal. The response support system according to claim 6.

8. The notification unit is configured to output the notification sound from the second terminal with a sound type and volume corresponding to the number of support requests. The response support system according to any one of claims 1 to 7.

9. A response support system communicably connected to a first terminal used by a first user who conducts a telephone response with a customer and a second terminal used by a second user who supports the telephone response is a speech recognition procedure for performing speech recognition on the speech data in the telephone response and creating a speech recognition text representing the result of the speech recognition, and a summarization procedure for creating a summarized text obtained by summarizing the speech recognition text when receiving a support request regarding the telephone response from the first terminal. Cause a predetermined notification sound indicating that the support request has been made to be output from the second terminal, and a notification procedure for displaying a support request notification including the summary text on the second terminal, and execute, The notification procedure is, A response support method for causing the notification sound to be output from the second terminal in a manner according to the number of the support requests.

10. A program for causing a computer to function as the response support system according to any one of claims 1 to 8.

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