Telephone handling program, device and method

Abstract

To provide a telephone intermediation program, apparatus, and method capable of automatically performing telephone intermediation through no person.SOLUTION: The telephone intermediation program causes a computer to execute: a voice recognition process which recognizes the voice of an incoming telephone call; an identification process which identifies an intermediation destination based on information obtained by the voice recognition; an originating source information providing process which provides originating source information of the incoming telephone call to the identified intermediation destination; and an intermediation process which when receiving an intermediation instruction from the intermediation destination, performs intermediation of a telephone call from the originating source.SELECTED DRAWING: Figure 4

Description

[Technical Field]

[0001] The present invention relates to a telephone answering program, device and method that enables telephone calls to be automatically answered in a company or the like. [Background technology]

[0002] Conventionally, when a user of a business phone system is away from the office for an extended period of time or goes out, they can make certain settings through their telephone terminal to take some kind of action, such as having the call recorded on an answering machine or automatically answering the call and forwarding it to a pre-registered forwarding destination. On the other hand, when a call is not made to an individual phone number, but to a company's main phone number or a main phone number for a department with multiple employees, someone will often answer the call first and then transfer the call to the person who wishes to call. Summary of the Invention [Problem to be solved by the invention]

[0003] However, having people answer calls takes time and reduces business efficiency. Also, having people answer calls is costly.

[0004] SUMMARY OF THE INVENTION In view of the above-mentioned problems of the prior art, it is an object of the present invention to provide a telephone handling program, device and method that can automatically handle telephone calls without human intervention. [Means for solving the problem]

[0005] The present invention is a telephone relay program that causes a computer to execute the following steps: a voice recognition process for recognizing an incoming call; a specification process for specifying a relay destination based on the voice-recognized information; a caller information provision process for providing the caller information of the incoming call to the specified relay destination; and a relay process for relaying the call from the caller to the relay destination upon receiving a relay instruction from the relay destination.

[0006] Preferably, the computer further executes a message step of accepting a message from the sender when the relay instruction is not received, and notifying the relay destination of the message as a message.

[0007] Preferably, the computer is further made to execute an inquiry information identification step of identifying inquiry information from the caller based on the voice-recognized information, and an answering step of, if it is possible to answer the inquiry information identified in the inquiry information identification step, conveying answer information corresponding to the inquiry information to the caller by voice.

[0008] Preferably, the computer is further caused to execute an inquiry relaying step of relaying the inquiry information to a predetermined relaying party when the inquiry information identified in the inquiry information identifying step cannot be answered.

[0009] Preferably, the computer further executes an inquiry message sending step of notifying a predetermined person in charge of the inquiry information by message when the inquiry information cannot be answered and a call-back setting has been made.

[0010] Preferably, the process of identifying the destination of a call will, based on the voice recognition information, inquire of the caller about at least one attribute of the caller's department, gender, position, or job function if there are multiple destinations with the same surname, and will further use the response to identify the destination of a call.

[0011] Preferably, the computer further executes an attribute information notification step of inquiring of the sender about predetermined attribute information relating to the sender, and transmitting the attribute information acquired in response to the inquiry to the intermediary by voice or message.

[0012] Preferably, the computer further executes a text conversion step of converting a voice call between the caller and the agent into text data and transmitting the text data to the agent. Preferably, when the relay instruction is not received, the relay destination receives a message by inputting text or specifying an operation, and outputs a voice corresponding to the message to the caller.

[0013] The present invention is implemented by a computer that includes a voice recognition means for performing voice recognition on an incoming call, a specification means for specifying a transfer destination based on information obtained by voice recognition by the voice recognition means, a caller information providing means for providing caller information of the incoming call to the transfer destination specified by the specification means, and a relay means for relaying the call from the caller to the transfer destination when a relay instruction is received from the transfer destination.

[0014] The present invention is implemented by a computer that executes a voice recognition process for performing voice recognition on an incoming call, a specification process for specifying a transfer destination based on the voice-recognized information, a caller information provision process for providing the caller information of the incoming call to the specified transfer destination, and an intermediation process for, upon receiving an intermediation instruction from the intermediation destination, transferring the call from the caller to the intermediation destination. [Effects of the Invention]

[0015] According to the present invention, it is possible to provide a call handling program, device and method that can automatically handle calls without human intervention. [Brief explanation of the drawings]

[0016] [Figure 1] FIG. 1 is a diagram for explaining an environment in which a call handling device 1 according to an embodiment of the present invention is applied. [Figure 2] FIG. 2 is a functional block diagram of the telephone agency device 1 shown in FIG. [Figure 3] FIG. 3 is a diagram for explaining the function of the call handling device 1. As shown in FIG. [Figure 4] FIG. 4 is a flow diagram for explaining the call handling function of the call handling device 1. As shown in FIG. [Figure 5] FIG. 5 is a flow diagram for explaining the processing of the call handling device 1 when an incoming call is received at the dedicated call-back window. [Figure 6]FIG. 6 is a flow diagram of processing by the call handling device 1 for handling an inquiry call in response to a simple question. [Figure 7] FIG. 7 is a diagram for explaining the person in charge database of this embodiment. [Figure 8] FIG. 8 is a diagram for explaining a conversation between a caller and the call agency device 1 using an automated voice. [Figure 9] FIG. 9 is a diagram for explaining a conversation between a caller and the call agency device 1 using an automated voice. [Figure 10] FIG. 10 is a diagram for explaining an example of the contents of a message sent from the call handling device 1 to the employee terminal device 7. In FIG. [Figure 11] FIG. 11 is a diagram for explaining a setting screen for the lines to be spoken by the call agency device 1 in a voice response. DETAILED DESCRIPTION OF THE INVENTION

[0017] A telephone agency device according to an embodiment of the present invention will be described below. This embodiment is an automated answering service that uses AI technology developed independently based on voice technology to recognize the voice of the caller and handle the call.

[0018] FIG. 1 is a diagram for explaining an environment in which a call handling device 1 according to an embodiment of the present invention is applied. As shown in FIG. 1, a telephone agency device 1 communicates via a network 3 with an external terminal device 5 outside the company and a person in charge terminal device 7 of a person in charge at a predetermined company. The external terminal device 5 and the employee terminal device 7 are mobile terminal devices such as smartphones or fixed terminal devices such as PCs. The external terminal device 5 is used by customers other than employees of the company that has installed the telephone handling device 1. The employee terminal device 7 is used by an employee of the company that has installed the telephone handling device 1.

[0019] FIG. 2 is a functional block diagram of the telephone agency device 1 shown in FIG. As shown in FIG. 2, the telephone agency device 1 includes, for example, a communication unit 55, a memory 59, and a processing unit (CPU) 61.

[0020] The communication unit 55 communicates with the external terminal device 5 and the employee terminal device 7 shown in FIG. The communication unit 55 transmits a predetermined message or the like to the employee terminal device 7.

[0021] The memory 59 stores the program executed by the processing unit 61 . The processing unit 61 executes the program PRG1 stored in the memory 59 to perform the processing of the telephone agency device 1 defined in this embodiment.

[0022] FIG. 3 is a diagram for explaining the function of the call handling device 1. As shown in FIG. As shown in FIG. 3, the telephone handling device 1 has functions for call-back hearing, designated transfer to a person in charge, automatic response, 24-hour support, handling of calls, sending emails, chat integration, and converting conversation contents into text.

[0023] FIG. 4 is a flow diagram for explaining the call handling function of the call handling device 1. As shown in FIG. Step ST11: The call handling device 1 receives a call from an external terminal device 5 .

[0024] Step ST12: The telephone transfer device 1 performs voice recognition on the voice call data received from the external terminal device 5 to identify the name of the person in charge at the transfer destination and the name of the caller. Furthermore, the call handling device 1 refers to the person in charge database and identifies the identification information (telephone number and extension number) of the person in charge terminal device 7 associated with the identified person in charge name. In addition, the telephone agency device 1 transmits the automatic response voice data to the external terminal device 5.

[0025] Step ST13: When the identification information of the employee terminal device 7 is specified in step ST12, the telephone relay device 1 starts processing to relay the incoming call to the specified external terminal device 5 in step ST12.

[0026] Step ST14: The call handling device 1 transmits an inquiry message as voice data asking whether or not to handle the call to the external terminal device 5. The message includes the name of the caller. When the call handling device 1 receives a voice instruction from the external terminal device 5 to handle the call, the external terminal device 5 and the person in charge terminal device 7 are enabled to communicate with each other.

[0027] Step ST15: If the external terminal device 5 cannot receive the call, the call handling device 1 sends a message including the name of the caller via email or SNS.

[0028] In addition, if the name of the person in charge cannot be obtained, two scenarios can be selected: "Main telephone transfer (prevents missed calls)", which calls all available people at once, and "Main telephone transfer (prevents sales calls)", which calls back the call. If you are a front desk that receives calls from new customers, you can use "Prevent Missed Calls," while if you are a front desk that is troubled by a large number of sales calls, you can use "Prevent Sales Calls" to handle calls more efficiently.

[0029] FIG. 5 is a flow diagram for explaining the processing of the call handling device 1 when an incoming call is received at the dedicated call-back window. Step ST21: The call handling device 1 receives a call from an external terminal device 5 .

[0030] Step ST22: The telephone transfer device 1 performs voice recognition on the voice call data received from the external terminal device 5 to identify the name of the person in charge at the transfer destination and the name of the caller. Furthermore, the telephone handling device 1 refers to the person in charge database to confirm whether the specified person in charge name is employed.

[0031] Step ST23: If the identified person in charge is present, the call handling device 1 transmits a matter confirmation message as voice data to the external terminal device 5 that is the call originator.

[0032] Step ST24: When the call handling device 1 receives a message by voice from the external terminal device 5, it sends a message including the name of the caller and the nature of the message to the person in charge terminal device 7 by email or SNS.

[0033] In this way, in the call handling device 1, the AI ​​asks the caller about their requirements and the person they would like to call back, and then ends the call. After that, it sends a summary of the conversation to the specified email address or chat system. There are two scenarios available: one in which the caller is asked the name of the person who will call back, and one in which the name of the person is not asked.

[0034] FIG. 6 is a flow diagram of processing by the call handling device 1 for handling an inquiry call in response to a simple question. AI will respond to general inquiries from customers over the phone. Step ST31: The telephone agency device 1 receives a call from an external terminal device 5 .

[0035] Step ST32: The telephone handling device 1 performs voice recognition on the inquiry voice call received from the external terminal device 5. The telephone handling device 1 determines whether or not an answer can be given to the inquiry content recognized by voice recognition. Specifically, the device determines whether or not an answer can be given based on whether or not the inquiry content is registered in a database that associates inquiry content with answer content in advance.

[0036] Step ST33: When manned transfer is set, the call handling device 1 notifies a predetermined person in charge by voice that there is an inquiry, and then transfers the call.

[0037] Step ST34: If a call-back setting is enabled, the telephone handling device 1 notifies the employee terminal device 7 by voice that the call will be returned. In addition, the telephone agency device 1 sends a message including the name of the caller and the inquiry content to the predetermined person in charge terminal device 7 by email or SNS.

[0038] By doing this, even if the inquiry is one that the AI ​​cannot answer, you can choose between "FAQ (respond to human if unknown)" which switches to human response, or "FAQ (call back if unknown)" which has the AI ​​ask for the contact point and share it via email or chat, making it possible to respond according to the situation and purpose of the telephone helpline. FAQ contents can be edited directly. Sudden operational changes and the addition of answers can be handled quickly and flexibly, improving the efficiency of telephone answering work.

[0039] FIG. 7 is a diagram for explaining the person in charge database of this embodiment. As shown in FIG. 7, the person in charge database associates the person in charge name (employee name), department, and job with each person in charge.

[0040] 8 and 9 are diagrams for explaining the conversation via automated voice between the caller and the call handling device 1. As shown in Fig. 8 and 9, if there are multiple employees with the same name, the call handling device 1 queries the caller about the department to which the caller belongs, based on the person in charge database, to identify the employee.

[0041] The call handling device 1 may transmit a voice message to the external terminal device 5 of the caller to confirm the requirements, and may transmit the requirements obtained in response by voice to the external terminal device 5. This allows the employee of the external terminal device 5 to decide whether or not to handle the call.

[0042] Furthermore, the telephone agency device 1 can switch scenarios according to time using a single AI telephone number (050). For example, during business hours, the call will be transferred to the person in charge, and outside of business hours, the call will be returned and the content will be sent via chat or email, making it possible to respond to requests in line with 24-hour business operations.

[0043] FIG. 10 is a diagram for explaining an example of the contents of a message sent from the call handling device 1 to the employee terminal device 7. In FIG. As shown in FIG. 10, the call handling device 1 sends the caller's name, phone number, call date and time, person in charge, purpose, recorded data, and details of the call content to the person in charge at the employee terminal device 7 by email or SNS.

[0044] FIG. 11 is a diagram for explaining a setting screen for the lines to be spoken by the call agency device 1 in a voice response. The telephone agent device 1 allows the user to change the lines on the spot using a visually easy-to-understand setting screen as shown in FIG. Administrators can check the conversation flow in flowchart format. You can also change the dialogue and edit the transfer settings on the same screen.

[0045] Furthermore, the call handling device 1 has a call history function that allows the person in charge to check the recorded and texted contents of the call from their own personal page. In addition, the system distinguishes between "message" calls that require a response and "general call termination" calls, so you can determine at a glance which conversations require a response and quickly call back the customer.

[0046] In addition, the telephone relay device 1 resets answers and response patterns to questions that have been answered in the past and for which a review of the answer is required, in order to improve the accuracy of answers to questions.

[0047] Furthermore, the telephone agency device 1 allows the settings of tone of voice and speaking speed to be changed. The type of AI voice and speaking speed can be changed to suit the counter or task, allowing for the provision of services tailored to the customer. For example, you can choose from seven different voice tones, including three female and four male, allowing you to set the voice to suit your company's image, the services you offer, and the customers you serve. In addition, the speed of speech is adjusted to suit the customer being served, and at counters that receive a lot of calls from elderly customers or foreign customers, the pace is slower, allowing for more attentive service.

[0048] As described above, the call handling device 1 can automatically handle calls without human intervention, thereby improving work efficiency and reducing labor costs.

[0049] The present invention is not limited to the above-described embodiments. That is, those skilled in the art may make various modifications, combinations, subcombinations, and substitutions of the components of the above-described embodiments within the technical scope of the present invention or its equivalents.

[0050] For example, in the case where there are similar pronunciations in the voice recognition, the telephone agency device 1 may identify several possibilities, or ones with high similarity, from a database prepared in advance. Furthermore, if the content cannot be understood by voice recognition, prepared lines may be output by voice to enable understanding.

[0051] Furthermore, for names that can be read in multiple ways, the telephone agency device 1 may check the reading of the actual person in charge based on a database prepared in advance. For example, if there is no one named "Nakashima," it will check whether the name is "Nagajima."

[0052] Furthermore, the call handling device 1 may determine candidates for the person in charge of handling the call and the order of confirmation based on the attribute information of the caller. In addition, weighting may be applied at this time. Furthermore, the telephone agency device 1 may verify the caller by checking the caller's name against the business card information that the company has acquired.

[0053] In addition, when the telephone relaying device 1 does not receive a relaying instruction from the relaying destination, the relaying destination may input a message using text or a specified operation, and output that message as voice to the external terminal device 5 of the call originator using an AI function. [Industrial Applicability]

[0054] The present invention is applicable to a telephone handling system. [Explanation of symbols]

[0055] 1...Telephone answering device 5...External terminal device 7...Employee terminal device

Claims

1. a speech recognition step for speech-recognizing an incoming call; a step of identifying a destination based on the speech recognition information; a caller information providing step of providing caller information of the incoming call to the agent identified in the identifying step; an intermediation step of, upon receiving an intermediation instruction by voice from the intermediation destination, intermediating the call from the originator of the incoming call to the intermediation destination; on the computer, The identifying step is a process of inquiring of at least one attribute of department, gender, position, and job function from the caller based on the information obtained by speech recognition when there are multiple callers with the same surname, and further using a response received in response to the inquiry to identify the caller. A telephone answering program that causes the computer to execute the above.

2. a message process for receiving a message from the sender when the relay instruction is not received and notifying the relay destination of the message as a message; 2. The telephone handling program according to claim 1, further comprising:

3. an inquiry information identifying step of identifying inquiry information from the sender based on the voice recognized information; a replying step of transmitting reply information corresponding to the inquiry information by voice to the sender when the inquiry information identified in the inquiry information identifying step can be answered; 3. The telephone handling program according to claim 2, further causing the computer to execute the following:

4. an inquiry relaying step of relaying the inquiry information to a predetermined relaying party when the inquiry information identified in the inquiry information identifying step cannot be answered; 4. The telephone handling program according to claim 3, further causing the computer to execute the following:

5. If the inquiry cannot be answered and a call back is set, an inquiry message process for notifying a predetermined person in charge of the inquiry information by message; 4. The telephone handling program according to claim 3, further causing the computer to execute the following:

6. a text conversion step of converting the voice communication between the caller and the intermediary into text data and transmitting the text data to the intermediary; 2. The telephone handling program according to claim 1, further comprising:

7. If the relay instruction is not received, a process is performed to receive a message input by the relay destination through a text or a specified operation, and to output a voice corresponding to the message to the caller. The telephone handling program according to claim 2.

8. a speech recognition step for speech-recognizing an incoming call; a step of identifying a destination based on the speech recognition information; a caller information providing step of providing caller information of the incoming call to the agent identified in the identifying step; an intermediation step of, upon receiving an intermediation instruction by voice from the intermediation destination, intermediating the call from the originator of the incoming call to the intermediation destination; an attribute information notifying step of inquiring of the sender about predetermined attribute information relating to the sender, and transmitting the attribute information acquired in response to the inquiry to the intermediary by voice or message; A telephone answering program that causes a computer to execute the above.

9. a voice recognition means for voice-recognizing an incoming call; A means for identifying a destination based on the voice recognition information; a caller information providing means for providing caller information of the incoming call to the agent identified by the identifying means; an intermediary means for intermediating the call of the call originator of the incoming call to the intermediary destination when an intermediary instruction is received by voice from the intermediary destination; and The identifying means, based on the information obtained by the speech recognition, inquires of the caller about at least one attribute of department, gender, position, or job function when there are multiple callers with the same surname, and identifies the caller using a response received in response to the inquiry. A telephone answering device that runs on a computer.

10. a speech recognition step for speech-recognizing an incoming call; a step of identifying a destination based on the speech recognition information; a caller information providing step of providing caller information of the incoming call to the agent identified in the identifying step; an intermediation step of, upon receiving an intermediation instruction by voice from the intermediation destination, intermediating the call from the originator of the incoming call to the intermediation destination; on your computer, The identifying step is a process of inquiring of at least one attribute of department, gender, position, and job function from the caller based on the information obtained by speech recognition when there are multiple callers with the same surname, and further using a response received in response to the inquiry to identify the caller. The computer executes the telephone answering method.

11. a speech recognition step for speech-recognizing an incoming call; a step of identifying a destination based on the speech recognition information; a caller information providing step of providing caller information of the incoming call to the agent identified in the identifying step; an intermediation step of, upon receiving an intermediation instruction by voice from the intermediation destination, intermediating the call from the originator of the incoming call to the intermediation destination; an attribute information notifying step of inquiring of the sender about predetermined attribute information relating to the sender, and transmitting the attribute information acquired in response to the inquiry to the intermediary by voice or message; A computer-implemented telephone handling method.

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