Information Processing Apparatus, Information Processing Method, and Program

Abstract

This information processing device according to one embodiment includes: an identification unit that, on the basis of a character string indicating the speech in a conversation between at least two people, identifies scenes indicating the situation of the conversation when the speech was performed; and a generation unit that generates visualization information for visualizing the time series of the character strings in the conversation and the time series of the scenes, and visualizing the relationship between the scenes.

Description

Technical Field

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

Background Art

[0002] In a contact center (or also called a call center), generally, an operation called after call work (ACW) is performed. ACW is work performed after the end of a telephone response to a customer, and is post-processing such as creation of a response record, ordering work for products or services, etc.

[0003] While ACW is an important operation, since it is a time when customer response is not possible, it is required to improve the efficiency of ACW. On the other hand, as a technology for improving the efficiency of creating a response record, a technology is known in which speech in a call with a customer is converted into text by speech recognition technology, and the scene of the speech is specified from the text (for example, Patent Document 1, etc.). Here, a scene is a scene of a dialogue being conducted between an operator and a customer, and examples include "opening" representing a scene such as a first greeting, "inquiry grasping" representing a scene for grasping the content of an inquiry from a customer, "response" representing a case of answering and responding to the inquiry content, "closing" representing a scene such as a last greeting, etc.

Prior Art Documents

Patent Documents

[0004]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0005] However, when conversations on various topics are carried out during a call, various scenes are identified. As a result, it becomes difficult to grasp the relationships between the scenes (for example, the structural relationship between the scenes, the relevance between the scenes, etc.). For this reason, it becomes difficult to grasp the conversation content of the entire call, and for example, it may take time to create a response record.

[0006] One embodiment of the present invention has been made in view of the above points, and an object thereof is to assist in grasping the conversation content.

Means for Solving the Problem

[0007] To achieve the above object, an information processing apparatus according to an embodiment includes a specifying unit that specifies a scene representing a scene of the conversation when the utterance is made, based on a character string representing an utterance in a conversation between two or more persons, and a creating unit that creates visualization information for visualizing the time series of the character string and the time series of the scene in the conversation, and the relationship between the scenes.

Effects of the Invention

[0008] It is possible to assist in grasping the conversation content.

Brief Description of the Drawings

[0009]

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Mode for Carrying Out the Invention

[0010] Hereinafter, a first embodiment and a second embodiment will be described as an embodiment of the present invention. Hereinafter, in each embodiment, a contact center system 1 that can assist an operator of a contact center in grasping the dialogue content (that is, the call content) in a call with a customer will be described. However, the contact center is an example, and it can be similarly applied to cases where, for example, a person in charge working in an office or the like grasps the call content. Further, the call is not limited to between two persons, and may be made among three or more persons.

[0011] Furthermore, in the following, it is assumed that the operator in the contact center conducts a voice call with the customer, but it is not limited to this. For example, it can be similarly applied when text chats (including those capable of sending and receiving stamps, attached files, etc. in addition to text), video calls, etc. are conducted.

[0012] [First Embodiment] First, the first embodiment will be described. In this embodiment, mainly for the purpose of improving the efficiency of ACW such as creating response records, the case where the relationship between scenes is also visualized to facilitate understanding of the call content will be described. Here, ACW is generally work related to post-processing performed after the call with the customer ends (that is, offline). In addition to creating response records, it also includes, for example, tasks such as ordering goods and services.

[0013] [Overall Configuration] 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 call visualization device 10, a voice recognition system 20, an operator terminal 30, a manager terminal 40, a PBX (Private Branch Exchange) 50, and a customer terminal 60. Here, the call visualization device 10, the voice recognition system 20, the operator terminal 30, the manager terminal 40, and the PBX 50 are installed in a contact center environment E, which is the system environment of the contact center. Note that the contact center environment E is not limited to the system environment within the same building. For example, it may be a system environment in a plurality of geographically separated buildings.

[0014] The call visualization device 10 creates information (hereinafter also referred to as visualization information) for visualizing the utterances in the call between the customer and the operator, the scenes of the utterances, and the relationships between the scenes, and transmits the visualization information to the operator terminal 30 (or the administrator terminal 40 may also be used). The visualization information is information for causing a display on the operator terminal 30, such as an operator screen described later, and is, for example, screen information defined by HTML (Hypertext Markup Language), CSS (Cascading Style Sheets), or the like.

[0015] The speech recognition system 20 performs speech recognition on the call between the customer and the operator, and converts the utterances during the call into text (character strings). Here, hereinafter, it is assumed that speech recognition is performed on both the customer's utterances and the operator's utterances, but it is not limited to this. For example, speech recognition may be performed on only one of the utterances.

[0016] The operator terminal 30 is various terminals such as a PC (Personal Computer) used by an operator who responds to inquiries from customers and functions as an IP (Internet Protocol) telephone.

[0017] The administrator terminal 40 is various terminals such as a PC used by an administrator (such an administrator is also called a supervisor) who manages the operators.

[0018] The PBX 50 is a telephone exchange (IP-PBX) and is connected to a communication network 70 including a VoIP (Voice over Internet Protocol) network and a PSTN (Public Switched Telephone Network).

[0019] The customer terminal 60 is various terminals such as a smartphone, a mobile phone, or a fixed phone used by the customer.

[0020] 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 call visualization device 10 is included in the contact center environment E (that is, the call visualization device 10 is on-premises), but all or some of the functions of the call visualization device 10 may be realized by a cloud service or the like. Similarly, in the example shown in FIG. 1, the voice recognition system 20 is on-premises, but all or some of the functions of the voice recognition system 20 may be realized by a cloud service or the like. Also, similarly, in the example shown in FIG. 1, the PBX 50 is an on-premises telephone exchange, but it may be realized by a cloud service.

[0021] In addition, although the operator terminal 30 is assumed to function also as an IP telephone, for example, a telephone may be included in the contact center system 1 separately from the operator terminal 30.

[0022] <Functional Configuration> The functional configurations of the call visualization device 10, the operator terminal 30, and the administrator terminal 40 included in the contact center system 1 according to the present embodiment are shown in FIG. 2.

[0023] ≪Call Visualization Device 10≫ As shown in FIG. 2, the call visualization device 10 according to the present embodiment includes a scene identification unit 101 and a visualization information creation unit 102. Each of these units is realized, for example, by a process executed by a processor such as a CPU (Central Processing Unit) for one or more programs installed in the call visualization device 10. Further, the call visualization device 10 according to the present embodiment includes a relationship definition information storage unit 110 and a call history information storage unit 120. Each of these units can be realized, for example, by a storage device such as an HDD (Hard Disk Drive), an SSD (Solid State Drive), or a flash memory.

[0024] Based on the speech recognition results for the call between the customer and the operator (i.e., the text representing the customer's utterance and the text representing the operator's utterance), the scene identification unit 101 identifies the scene of each utterance in the call. To identify the scene of an utterance, known scene identification techniques or scene classification techniques may be used. For example, the techniques described in Patent Document 1 may be used to identify the scene of each utterance.

[0025] In addition, the scene identification unit 101 stores the time-series information associating the speaker (customer or operator), the text representing the utterance, and the scene of the utterance in the call history information storage unit 120 as the call history information 121. The call history information 121 includes information such as, for example, a call ID for identifying the call, an operator ID of the operator who handled the call, and the call date and time of the call.

[0026] Here, a scene refers to the scene of the dialogue between the operator and the customer, and what scenes exist are predefined. Typical scenes include, for example, "opening" representing a scene such as the initial greeting, "inquiry grasping" representing a scene for grasping the content of the customer's inquiry, "response" representing a case where an answer and response are made to the inquiry content, "closing" representing a scene such as the final greeting, and so on.

[0027] In addition, an utterance is a single segment of speech (or the text representing the result of speech recognition of that speech). The range of a single segment can be arbitrarily set, but for example, it is possible to use the end-of-speech unit described in Patent Document 1 as a single segment. The end-of-speech unit refers to a unit of a coherent piece that the speaker wants to say. For example, when speech is converted into text by speech recognition, it is the range delimited by a period "。" or a question mark "?", etc.

[0028] The visualization information creation unit 102 creates visualization information for visualizing the text representing the utterance of each speaker, the scene of the utterance, and the relationship between scenes based on the relationship definition information 111 stored in the relationship definition information storage unit 110. Then, the visualization information creation unit 102 transmits the visualization information to the operator terminal 30 (or the administrator terminal 40). The relationship definition information 111 is information that defines the relationship between scenes (for example, the structural relationship between scenes, the association between scenes, etc.). Specific examples of the relationship definition information 111 will be described later.

[0029] The relationship definition information storage unit 110 stores the relationship definition information 111. The call history information storage unit 120 stores the call history information 121. Note that the relationship definition information 111 is created in advance and stored in the relationship definition information storage unit 110.

[0030] Here, the relationship definition information 111 includes at least a hierarchical structure definition that defines the hierarchical structural relationship (parent-child relationship) between scenes and an association definition that defines the association between scenes.

[0031] An example of the hierarchical structure definition is shown in FIG. 3. The example shown in FIG. 3 defines the structural relationship of three scenes: "grasping the accident situation", "grasping the injury status", and "grasping the ability to move on its own". Specifically, a relationship is defined where "grasping the accident situation" is the parent, and "grasping the injury status" and "grasping the ability to move on its own" are the children. Such a parent-child relationship is defined based on, for example, the semantic inclusion relationship or the conceptual hierarchical relationship between scenes.

[0032] An example of the association definition is shown in FIG. 4. The example shown in FIG. 4 defines the association between two scenes: "option cancellation" and "claim guidance". Specifically, a relationship is defined that represents the relevance that when "option cancellation" appears during a call, "claim guidance" must also appear. Such a relevance is defined based on, for example, the dependency relationship between scenes. The dependency relationship between scenes is a relationship where when a certain scene appears during a call, another certain scene must also appear.

[0033] In addition to the hierarchical structure definition and related definitions, various relationships may be defined in the relationship definition information 111. For example, in the case where the same scene appears multiple times, in order to link the same scenes, a relationship such as "the same scenes are related to each other" may be defined as a related definition. Also, for example, a parallel relationship, an opposite relationship indicating semantic opposition, etc. may be defined. Further, in addition to these, for example, a relationship indicating the association between an interrupted scene and the scene where it resumes may be defined. The relationship indicating the association between an interrupted scene and the scene where it resumes will be described in more detail in a modified example described later.

[0034] ≪Operator Terminal 30≫ As shown in FIG. 2, the operator terminal 30 according to this embodiment has a UI control unit 301. The UI control unit 301 is realized, for example, by a process that causes a processor such as a CPU to execute one or more programs installed in the operator terminal 30.

[0035] Based on the visualization information received from the call visualization device 10, the UI control unit 301 displays an operator screen, which will be described later, on the display.

[0036] ≪Administrator Terminal 40≫ As shown in FIG. 2, the administrator terminal 40 according to this embodiment has a UI control unit 401. The UI control unit 401 is realized, for example, by a process that causes a processor such as a CPU to execute one or more programs installed in the administrator terminal 40.

[0037] Based on the visualization information received from the call visualization device 10, the UI control unit 401 displays a screen similar to the operator screen (this screen may also be called a supervisor screen or an administrator screen, etc.) on the display.

[0038] <Call Visualization Process> Next, for the purpose of improving the efficiency of ACW, a process of displaying an operator screen on the display of the operator terminal 30 after the call with the customer ends and visualizing the content of the call will be described with reference to FIG. 5. Hereinafter, it is assumed that voice recognition is performed on the call between the customer and the operator by the voice recognition system 20, and the voice recognition result is transmitted to the call visualization device 10.

[0039] First, the scene identification unit 101 identifies the scene of each utterance in the call based on the voice recognition result received from the voice recognition system 20 (step S101). As a result, call history information 121 in which the speaker (customer or operator), the text representing the utterance, and the scene of the utterance are associated with each other is created and stored in the call history information storage unit 120. As described above, the scene identification unit 101 may identify the scene of each utterance using, for example, a known scene identification technique or scene classification technique such as the technique described in Patent Document 1.

[0040] Next, the visualization information creation unit 102 creates visualization information for visualizing the text representing the utterance of each speaker, the scene of the utterance, and the relationship between the scenes based on the relationship definition information 111 stored in the relationship definition information storage unit 110 (step S102).

[0041] Then, the visualization information creation unit 102 transmits the visualization information created in step S102 above to the operator terminal 30 of the operator who responded to the call (step S103). As a result, an operator screen, which will be described later by the UI control unit 301, is displayed on the display of the operator terminal 30 based on the visualization information received from the call visualization device 10.

[0042] In the above step S103, visualization information was transmitted to the operator terminal 30. However, for example, in response to a request from the administrator terminal 40 or the like, the visualization information may be transmitted to the administrator terminal 40. In this case, based on the visualization information received from the call visualization device 10, a supervisor screen is displayed by the UI control unit 401 on the display of the administrator terminal 40.

[0043] <Operator screen> Hereinafter, as an example, the operator screen displayed on the display of the operator terminal 30 will be described.

[0044] · Example of operator screen 1-1 It is assumed that visualization information for visualizing the hierarchical structure of the relationship between scenes is created based on the relationship definition information 111 stored in the relationship definition information storage unit 110. At this time, an example of the operator screen displayed by the UI control unit 301 based on the visualization information will be described with reference to FIGS. 6 and 7.

[0045] The operator screen 1000 shown in FIG. 6 includes a scene display column 1100 and a speech display column 1200. In the scene display column 1100, scene buttons corresponding to the scenes identified during the call are displayed in chronological order. In the speech display column 1200, the speeches of the scenes corresponding to the scene buttons selected from the scene display column 1100 are displayed in chronological order.

[0046] In the example shown in FIG. 6, the scene display column 1100 displays a scene button 1110 corresponding to "Opening", a scene button 1120 corresponding to "Matter Grasp", a scene button 1130 corresponding to "Accident Situation Grasp", a scene button 1140 corresponding to "Insurance Response", and a scene button 1150 corresponding to "Closing".

[0047] In addition, for the scene button 1130 corresponding to "accident situation grasping", an expansion button 1131 is provided to display scene buttons corresponding to scenes having "accident situation grasping" as the parent (in other words, child scenes of "accident situation grasping"). Similarly, for the scene button 1140 corresponding to "insurance handling", an expansion button 1141 is provided to display scene buttons corresponding to scenes having "insurance handling" as the parent (in other words, child scenes of "insurance handling").

[0048] For example, when the expansion button 1131 is selected by the operator, as shown in FIG. 7, a scene button 1160 corresponding to the scene "injury status grasping" having "accident situation grasping" as the parent and a scene button 1170 corresponding to the scene "ability to drive independently grasping" having "accident situation grasping" as the parent are displayed. This indicates that the scene "accident situation grasping" has appeared as the scene during the call, and then "injury status" and then "ability to drive independently grasping" have appeared in sequence. At this time, the expansion button 1131 changes to a compression button 132 for hiding the scene buttons 1160 and 1170 and returning to the state shown in FIG. 6.

[0049] As described above, in the operator screen according to this embodiment, if there are scenes in a parent-child relationship among the scenes specified during the call and one or more child scenes appear immediately after the parent scene, the child scenes are hidden, and an expansion button for displaying these child scenes is added to the scene button corresponding to the parent scene. Thereby, even if the scene structure during the call has a complex hierarchical structure, only the scenes at the topmost hierarchical level are displayed, so that the operator can easily grasp the scene structure of the entire call.

[0050] In addition, when the operator wants to confirm a more detailed scene structure (that is, a scene structure including scenes at lower hierarchical levels), by pressing the expansion button, the operator can display the child scenes of the scene to which the expansion button is added. Therefore, the operator can easily grasp the scene structure of the entire call and, if necessary, also confirm a more detailed scene structure.

[0051] In the examples shown in FIGS. 6 and 7, as sub-scenes of "accident situation grasping", there are "injury situation grasping" and "ability to drive autonomously grasping", and the hierarchical structure between the scenes is shown as two levels. However, this is just an example, and the hierarchical structure between the scenes may be three levels or more. For example, in the case of a three-level structure where a sub-scene of a certain scene further has a sub-sub-scene (grandchild scene), a scene button corresponding to the sub-scene of the certain scene is provided with an expansion button for displaying the grandchild scene. The same applies to structures with four levels or more.

[0052] ·Operator Screen Example 1-2 It is assumed that visualization information for visualizing the relationship as the relationship between scenes is created based on the relationship definition information 111 stored in the relationship definition information storage unit 110. At this time, the operator screen example displayed by the UI control unit 301 will be described with reference to FIG. 8 based on the visualization information.

[0053] The operator screen 2000 shown in FIG. 8 includes a scene display column 2100 and a speech display column 2200. In the scene display column 2100, scene buttons corresponding to the scenes specified during the call are displayed in chronological order. In the speech display column 2200, the speeches of the scenes corresponding to the scene buttons selected from the scene display column 2100 are displayed in chronological order.

[0054] In the example shown in FIG. 8, in the scene display column 2100, there are displayed a scene button 2110 corresponding to "opening", a scene button 2120 corresponding to "grasping the matter", a scene button 2130 corresponding to "confirming the person", a scene button 2140 corresponding to "changing the destination", a scene button 2150 corresponding to "grasping the matter", a scene button 2160 corresponding to "option cancellation", a scene button 2170 corresponding to "invoice guidance", and a scene button 2180 corresponding to "closing".

[0055] In addition, a scene button 2160 corresponding to "Optional Cancellation" and a scene button 2170 corresponding to "Claim Guidance" are connected by a connection line 2310. This indicates that the scenes of "Optional Cancellation" and "Claim Guidance" are related scenes.

[0056] Furthermore, a scene button 2120 corresponding to "Requirement Understanding" and a scene button 2150 corresponding to "Requirement Understanding" are connected by a connection line 2320. This indicates that "Requirement Understanding" appears multiple times.

[0057] In this way, in the operator screen according to this embodiment, when there are related scenes among the scenes specified during a call (including the case where there are multiple identical scenes), these scenes are connected by a connection line. Thereby, the operator can easily grasp the related scenes in the entire call scene.

[0058] In addition, when there is a parent - child relationship among the scenes specified during a call and one or more child scenes appear immediately after the parent scene, the child scenes are made non - visible, and an expansion button for displaying these child scenes is added to the scene button corresponding to the parent scene. For example, in the example shown in FIG. 8, an expansion button is added to the scene button 2160 corresponding to "Optional Cancellation".

[0059] Also, in the example shown in FIG. 8, the case where two scenes are related is shown, but when three or more scenes are related, they are similarly connected by a connection line.

[0060] ·Operator Screen Example 1 - 3 Here, the relationship definition information 111 may define not only the relationship between scenes but also conditions such as visualizing some information (which will be referred to as supplementary information hereinafter) when a certain relationship is not satisfied. In the following, in addition to the relationship between scenes, it is assumed that visualization information for visualizing supplementary information is created when there are multiple occurrences of the same scene and when one of the two scenes in a dependency relationship does not exist. At this time, with reference to FIG. 9, an example of an operator screen displayed by the UI control unit 301 will be described based on the visualization information.

[0061] The operator screen 3000 shown in FIG. 9 includes a scene display column 3100, a speech display column 3200, and a supplementary information display column 3300. In the scene display column 3100, scene buttons corresponding to the scenes identified during the call are displayed in chronological order. In the speech display column 3200, the speech of the scene corresponding to the scene button selected from the scene display column 3100 is displayed in chronological order. Supplementary information is displayed in the supplementary information display column 3300.

[0062] In the example shown in FIG. 9, in the scene display column 3100, a scene button 3110 corresponding to "Opening", a scene button 3120 corresponding to "Matter Grasping", a scene button 3130 corresponding to "Identity Confirmation", a scene button 3140 corresponding to "Destination Change", a scene button 3150 corresponding to "Matter Grasping", a scene button 3160 corresponding to "Option Cancellation", and a scene button 3170 corresponding to "Closing" are displayed.

[0063] Also, the scene button 3120 corresponding to "Matter Grasping" and the scene button 3150 corresponding to "Matter Grasping" are connected by a connection line 3310. On the other hand, although the scene button 3160 corresponding to "Option Cancellation" exists, the scene "Claim Guidance" related to "Option Cancellation" does not appear.

[0064] Therefore, in the supplementary information display column 3300, supplementary information "There are multiple requirements to be understood." and supplementary information "The necessary scene (claim guidance) was not specified." are displayed. In the example shown in FIG. 9, further classification is performed according to the importance of the supplementary information. "There are multiple requirements to be understood." is at the INFO level, and "The necessary scene (claim guidance) was not specified." is at the WARN level.

[0065] As described above, in the operator screen according to this embodiment, when the conditions defined in the relationship definition information 111 are not satisfied (for example, when a certain relationship is not satisfied, etc.), supplementary information is displayed. As a result, the operator can easily grasp, for example, the case where there are multiple identical scenes or the case where a certain scene among a plurality of scenes in a dependency relationship does not exist.

[0066] <Summary of the First Embodiment> As described above, the contact center system 1 according to this embodiment mainly aims to improve the efficiency of ACW, and after the call with the customer ends, an operator screen that enables the operator to easily understand the call content is displayed on the operator terminal 30. In this operator screen, in addition to the time series of the utterances during the call and the time series of the scenes of those utterances, the relationships between the scenes (for example, the hierarchical structure between the scenes, the associations between the scenes, etc.) and supplementary information are also visualized. Therefore, the operator can easily grasp the call content necessary for ACW.

[0067] Note that in this embodiment, mainly for the purpose of improving the efficiency of ACW, the case where the operator screen is displayed offline is targeted, but it can also be similarly applied to online (that is, during the call with the customer). That is, in the operator screen displayed during the call with the customer, the relationships between the scenes (for example, the hierarchical structure between the scenes, the associations between the scenes, etc.) and supplementary information described in this embodiment may also be visualized.

[0068] ·Modification Example In a call with a customer, after transitioning to a certain Scene A, it may transition to one or more other scenes and then back to the original Scene A. In this case, Scene A will be interrupted, transition to one or more other scenes, and then resume. Note that in this modification example, it is assumed that at least the relational information defining the relationship between the interrupted scene and the resumed scene is defined in the relational definition information 111.

[0069] As a specific example, the case where the scenes transition in the order of (1) to (8) below can be cited. In this case, it means that "Requirement grasping (request for address change)" in (2) is interrupted and resumed in (4).

[0070] (1) Opening (2) Requirement grasping (request for address change) (3) Identity confirmation (4) Requirement grasping (request for address change) (5) Response (address change response) (6) Requirement grasping (confirmation of invoice content) (7) Response (confirmation of claim content) (8) Closing At this time, in the scene display column of the operator screen, the scene button corresponding to "Requirement grasping (request for address change)" in (2) and the scene button corresponding to "Requirement grasping (request for address change)" in (4) are connected by a relationship line.

[0071] Note that, for example, the "Requirement Grasp (Confirmation of Claim Content)" in (6) and the "Requirement Grasp (Request for Address Change)" in (2) and (3) are considered to be scenes that have the same scene "Requirement Grasp" as their parent. Therefore, the scene button corresponding to the "Requirement Grasp (Confirmation of Claim Content)" in (6), the scene button corresponding to the "Requirement Grasp (Request for Address Change)" in (2), and the scene button corresponding to the "Requirement Grasp (Request for Address Change)" in (3) may be connected by a relationship line. At this time, these three scene buttons may be connected by a connection line in parallel, or after connecting the scene buttons of the "Requirement Grasp (Request for Address Change)" in (2) and (3) to each other by a connection line, the two scenes connected by this connection line and the scene button of the "Requirement Grasp (Confirmation of Claim Content)" in (6) may be connected by a connection line.

[0072] Specifically, when the scene button corresponding to the "Requirement Grasp (Request for Address Change)" in (2) is denoted as A1, the scene button corresponding to the "Requirement Grasp (Request for Address Change)" in (3) is denoted as A2, the scene button corresponding to the "Requirement Grasp (Request for Address Change)" in (4) is denoted as A', and the connection line is denoted as "-", it may be connected as "A1 - A2 - A'", or it may be connected as "(A1 - A2) - A'. Note that a specific example of connecting the scene buttons by a connection line as "(A1 - A2) - A'" is as shown in FIG. 10.

[0073] [Second Embodiment] Next, the second embodiment will be described. In this embodiment, mainly for the purpose of operator support online, the case of displaying an operator screen for supporting the grasping of call content and the response to customers will be described. Note that hereinafter, mainly the differences from the first embodiment will be described, and the description of the same or similar components as those in the first embodiment will be omitted.

[0074] <Functional Configuration> The functional configurations of the call visualization device 10, the operator terminal 30, and the administrator terminal 40 included in the contact center system 1 according to this embodiment are shown in FIG. 11.

[0075] <<Call Visualization Device 10>> As shown in FIG. 11, the call visualization device 10 according to this embodiment includes a scene identification unit 101, a visualization information creation unit 102, and a support information acquisition / creation unit 103. Each of these units is realized, for example, by a process in which one or more programs installed in the call visualization device 10 cause a processor such as a CPU to execute. Further, the call visualization device 10 according to this embodiment includes a relationship definition information storage unit 110, a call history information storage unit 120, and a talk script storage unit 130. Each of these units can be realized, for example, by a storage device such as an HDD, SSD, or flash memory.

[0076] The visualization information creation unit 102 creates visualization information based on the relationship definition information 111 stored in the relationship definition information storage unit 110 and the support information acquired or created by the support information acquisition / creation unit 103. Then, the visualization information creation unit 102 transmits the visualization information to the operator terminal 30 (or the administrator terminal 40). The support information is information for supporting the response to the customer. In this embodiment, as the support information, a talk script 131 and transition probability information to the next scene candidate, which will be described later, are assumed.

[0077] The support information acquisition and creation unit 103 acquires or creates support information based on the current scene specified by the scene identification unit 101. That is, for example, when assuming a talk script 131 as the support information, the support information acquisition and creation unit 103 acquires the talk script 131 of the current scene from the talk script storage unit 130. On the other hand, for example, when assuming transition probability information to the next scene candidate as the support information, the support information acquisition and creation unit 103 creates transition probability information to the next scene candidate for the current scene based on the call history information 121. Here, since the call history information 121 is time-series information that associates a speaker, the text representing his / her utterance, and the scene of the utterance, the support information acquisition and creation unit 103 can statistically calculate the transition probability to the next scene candidate transitioning from the current scene by using a plurality of pieces of call history information 121 stored in the call history information storage unit 120. Therefore, the support information acquisition and creation unit 103 creates the next scene candidate and its transition probability as support information.

[0078] The talk script storage unit 130 stores the talk script 131. The talk script 131 is a collection of exemplary utterances of the operator determined for each scene (so-called script).

[0079] <Call visualization process> Hereinafter, for the purpose of operator support online, a process of displaying an operator screen on the display of the operator terminal 30 during a call with a customer and visualizing information for supporting the response to the customer together with the content of the call will be described with reference to FIG. 12. In the following, it is assumed that voice recognition is performed on the call between the customer and the operator by the voice recognition system 20 in real time (for example, for each utterance), and the voice recognition result is also transmitted to the call visualization device 10 in real time.

[0080] First, the scene identification unit 101 identifies the scene of the utterance represented by the voice recognition result based on the voice recognition result received from the voice recognition system 20 (step S201).

[0081] Next, the support information acquisition and creation unit 103 acquires or creates support information based on the current scene, with the scene identified in the above step S201 as the current scene (step S202).

[0082] Next, the visualization information creation unit 102 creates visualization information based on the relationship definition information 111 stored in the relationship definition information storage unit 110 and the support information acquired or created in the above step S202 (step S203).

[0083] Then, the visualization information creation unit 102 transmits the visualization information created in the above step S203 to the operator terminal 30 of the operator handling the call (step S204). As a result, based on the visualization information received from the call visualization device 10, an operator screen described later by the UI control unit 301 is displayed on the display of the operator terminal 30.

[0084] Note that although the visualization information was transmitted to the operator terminal 30 in the above step S204, in addition to this, for example, in response to a request from the administrator terminal 40, etc., the visualization information may be transmitted to the administrator terminal 40. In this case, based on the visualization information received from the call visualization device 10, a supervisor screen is displayed by the UI control unit 401 on the display of the administrator terminal 40.

[0085] <Operator screen> Hereinafter, as an example, the operator screen displayed on the display of the operator terminal 30 will be described.

[0086] · Example of operator screen 2-1 Assume that visualization information is created based on the relationship definition information 111 stored in the relationship definition information storage unit 110 and the talk script 131 (support information) of the scene (current scene) identified in the above step S201. At this time, an example of the operator screen displayed by the UI control unit 301 based on the visualization information will be described with reference to FIG. 13.

[0087] On the operator screen 4000 shown in FIG. 13, there are included a scene display column 4100, a speech display column 4200, and a talk script display column 4300. In the scene display column 4100, each time a scene is identified during the call, scene buttons corresponding to the scene are displayed in chronological order. In the speech display column 4200, the speech recognition results (text) in the speech recognition system 20 are displayed in chronological order for each speech. Note that on the operator terminal 30, the speech recognition results in the speech recognition system 20 are transmitted from the speech recognition system 20 in real time. In the talk script display column 4300, a talk script 131 for the current scene (in the example shown in FIG. 13, "grasping the accident situation") is displayed.

[0088] As described above, on the operator terminal screen according to this embodiment, the talk script 131 for the current scene during the call with the customer is displayed. Thereby, the operator can know the content to be spoken to or confirmed with the customer in the current scene.

[0089] Note that in the example shown in FIG. 13, each scene button displayed in the scene display column 4100 may or may not be provided with an expansion button or connected by a related line. This is for simplicity. As described in the first embodiment, an expansion button (or a compression button) may be provided or connected by a related line.

[0090] ·Operator Screen Example 2-2 It is assumed that visualization information is created based on the relationship definition information 111 stored in the relationship definition information storage unit 110 and the transition probability information (support information) of the next scene candidate of the scene (current scene) specified in step S201 above. At this time, the operator screen example displayed by the UI control unit 301 based on the visualization information will be described with reference to FIG. 14.

[0091] The operator screen 5000 shown in FIG. 14 includes a scene display column 5100 and a speech display column 5200. In the scene display column 5100, each time a scene is identified during the call, scene buttons corresponding to the scene are displayed in chronological order, and the next scene candidate and its transition probability are also displayed. In the speech display column 5200, the speech recognition results (text) in the speech recognition system 20 are displayed in chronological order for each speech. Note that the speech recognition results in the speech recognition system 20 are transmitted to the operator terminal 30 from the speech recognition system 20 in real time.

[0092] In the example shown in FIG. 14, in the scene display column 5100, a scene button 5110 corresponding to "Opening", a scene button 5120 corresponding to "Understanding the matter", and a scene button 5130 corresponding to "Understanding the accident situation", which is the current scene, are displayed. Also, the next scene candidate "Insurance response" and its transition probability "60%", the next scene candidate "Contact confirmation" and its transition probability "15%", and the next scene candidate "Repair shop" and its transition probability "5%" are displayed. Note that in this example, the top three scene candidates with high transition probabilities and their transition probabilities are displayed.

[0093] As described above, in the operator screen according to the present embodiment, the next scene candidate of the current scene during the call with the customer is displayed together with its transition probability. Thereby, the operator can know the scene to be transitioned to next after the current scene and the like.

[0094] Note that in the example shown in FIG. 14, the expansion buttons are not attached to or connected by related lines to each of the scene buttons displayed in the scene display column 5100, but this is for simplicity. As described in the first embodiment, expansion buttons (or compression buttons) may be attached or connected by related lines.

[0095] In addition, the operator screen 5000 shown in FIG. 14 may include an auxiliary information display column 5300 that displays auxiliary information such as, for example, points to note (e.g., content that needs to be guided to the customer, etc.) when transitioning to the scene candidate with the highest transition probability among the following scene candidates. As a result, the operator can know the points to note when transitioning to the next scene.

[0096] Also, although the next scene candidates and their transition probabilities are displayed on the operator screen 5000 shown in FIG. 14, it is not limited to this, and the operator screen may be displayed in various ways using the transition probability information of the next scene candidates. For example, depending on the transition probability of the next scene candidate or the importance defined separately for each scene, the size, color, etc. of the next scene candidate may be displayed differently. Also, for example, instead of displaying the transition probability as a value, it may be classified into categories such as large, medium, small, etc., and the next scene candidate and its transition probability category may be displayed. Also, for example, only the next scene candidates with a transition probability equal to or higher than a certain predetermined threshold (e.g., 0.3, etc.) may be displayed.

[0097] Furthermore, in addition to these, for example, depending on the current scene, it may be set whether to display the next scene candidate or not. This is because the next scene of a certain specific scene may be almost determined. As a specific example, since the next scene after "opening" is often almost "grasping the matter", when the current scene is "opening", it can be set not to display the next scene candidate.

[0098] Also, instead of displaying the next scene candidate immediately at the timing of transitioning to the current scene, the next scene candidate may be displayed after a certain amount of time has passed. This is because it is often not necessary to consider the next scene immediately after transitioning to the current scene.

[0099] <Summary of the Second Embodiment> As described above, the contact center system 1 according to the present embodiment is mainly for operator support online, and can display an operator screen on the operator terminal 30 that enables an operator to easily grasp the content of a call and support the response to a customer during a call with the customer. On this operator screen, the talk script 131 is visualized in real time, and the next scene candidates and their transition probabilities are visualized. Therefore, it becomes easy for the operator to determine what kind of utterance to make online and what kind of customer response should be made. Needless to say, both the talk script 131 of the current scene and the next scene candidates of the current scene and their transition probabilities may be visualized on the operator screen.

[0100] The present invention is not limited to the above-described embodiments specifically disclosed, and various modifications, changes, combinations with known technologies, etc. are possible without departing from the scope of the claims.

[0101] This application is based on the basic application No. 2021-166652 filed in Japan on October 11, 2021, and the entire contents thereof are incorporated herein by reference.

Explanation of Reference Numerals

[0102] 1 Contact center system 10 Call visualization device 20 Speech recognition system 30 Operator terminal 40 Administrator terminal 50 PBX 60 Customer terminal 70 Communication network 101 Scene identification unit 102 Visualization information creation unit 103 Support information acquisition and creation unit 110 Relationship definition information storage unit 111 Relationship definition information 120 Call history information storage unit 121 Call history information 130 Tax Script Memory Unit 131 Tax Script 301 UI Control Unit 401 UI Control Unit E Contact Center Environment

Claims

1. A specifying unit that specifies a scene representing the scene of the conversation when the utterance was made, based on a character string representing the utterance in a conversation among two or more persons; A creating unit that creates visualization information for visualizing the time series of the character string and the time series of the scene in the conversation, and the relationship between the scenes, based on relationship definition information that defines the relationship between related scenes; An information processing apparatus having: The relationship definition information includes at least a hierarchical structure definition that defines scenes having a parent-child relationship and a related definition that defines scenes having a dependency relationship; The creating unit: In the time series of the scenes, when one or more second scenes having the first scene as a parent follow immediately after the first scene, the creating unit creates visualization information for making a component that makes the second scene non-displayed and displays the second scene in response to a user's selection operation, and attaches the component to the first scene for display.

2. A specifying unit that specifies a scene representing the scene of the conversation when the utterance was made, based on a character string representing the utterance in a conversation among two or more persons; A creating unit that creates visualization information for visualizing the time series of the character string and the time series of the scene in the conversation, and the relationship between the scenes; An information processing apparatus having: The creating unit: In the time series of the scenes, when only some of a plurality of scenes having a dependency relationship exist, the creating unit creates visualization information for displaying a predetermined warning.

3. A specifying unit that specifies a scene representing the scene of the conversation when the utterance was made, based on a character string representing the utterance in a conversation among two or more persons; A creating unit that creates visualization information for visualizing the time series of the character string and the time series of the scene in the conversation, and the relationship between the scenes; An information processing apparatus having: The creating unit: Based on the current scene in the time series of the scenes and past conversation history information, the creating unit creates visualization information for displaying candidates for scenes to transition from the current scene and transition probabilities.

4. A specifying procedure that specifies a scene representing the scene of the conversation when the utterance was made, based on a character string representing the utterance in a conversation among two or more persons; A creation procedure for creating visualization information for visualizing the time series of the character string and the time series of the scenes in the dialogue and the relationship between the scenes based on relationship definition information that defines related scenes; which is executed by a computer; The relationship definition information at least includes a hierarchical structure definition that defines scenes having a parent-child relationship and a related definition that defines scenes having a dependency relationship; The creation procedure is as follows: In the time series of the scenes, when one or more second scenes having the first scene as a parent follow immediately after the first scene, the second scenes are made invisible, and a component for displaying the second scenes in response to a user's selection operation is added to the first scene to create visualization information for display; an information processing method.

5. A specifying procedure for specifying a scene representing the scene of the dialogue when the utterance is made based on a character string representing an utterance in a dialogue between two or more persons; a creation procedure for creating visualization information for visualizing the time series of the character string and the time series of the scenes in the dialogue and the relationship between the scenes; which is executed by a computer; The creation procedure is as follows: In the time series of the scenes, when only some of a plurality of scenes having a dependency relationship exist, create visualization information for displaying a predetermined warning; an information processing method.

6. A specifying procedure for specifying a scene representing the scene of the dialogue when the utterance is made based on a character string representing an utterance in a dialogue between two or more persons; a creation procedure for creating visualization information for visualizing the time series of the character string and the time series of the scenes in the dialogue and the relationship between the scenes; which is executed by a computer; The creation procedure is as follows: Based on the current scene in the time series of the scenes and past dialogue history information, create visualization information for displaying candidates for scenes to transition from the current scene and transition probabilities; an information processing method.

7. A program for causing a computer to function as the information processing apparatus according to any one of Claims 1 to 3.

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