Information processing device, allocation method and program

Abstract

To improve the efficiency of callback business for overflow calls.SOLUTION: An information processing device includes a sorting unit that sorts a plurality of persons in charge or groups in charge to persons in charge or groups in charge of returning contact on the basis of contact information related to the contact from a caller or contact content information indicating the content of the contact.SELECTED DRAWING: Figure 2

Description

[Technical Field]

[0001] The present invention relates to an information processing device. , shake Regarding the method and program. [Background technology]

[0002] When contact centers or call centers receive more calls from customers than the number of operators available, such as at night when there are fewer operators available or during times when there are a lot of incoming calls, there is a service that uses an IVR (Interactive Voice Response) to record the customer's message and then a free operator will call the customer back later, thereby preventing customer loss of opportunity and a loss of trust.

[0003] For example, Non-Patent Document 1 discloses a service that, when a call center receives a large number of calls at the same time and an overflow of calls occurs that the operator or person in charge cannot handle, uses an AI-based automatic response system to guide the customer to a callback from an operator and handles the call reception. [Prior art documents] [Non-patent literature]

[0004] [Non-Patent Document 1] NextGen Co., Ltd., "U3 Callback", [online], [searched April 30, 2021], Internet<URL:https: / / www.nextgen.co.jp / solution / enterprise / cat185 / 2019111101.html> Summary of the Invention [Problem to be solved by the invention]

[0005] However, in the above-mentioned conventional technology, since operators respond to calls in the order in which they were recorded, even if there are differences in the experience and skills of the operators, there are cases in which a skilled operator takes a simple consultation and a new operator takes a complex consultation, resulting in an inefficient callback service.

[0006] The disclosed technology aims to improve the efficiency of callback operations for overflow calls. [Means for solving the problem]

[0007] The disclosed technology is an information processing device that has a distribution unit that distributes calls from multiple people or groups to a person or group that will make a return call based on contact information regarding the call from the sender or contact content information indicating the content of the call. [Effects of the Invention]

[0008] The efficiency of callback operations for overflow calls can be improved. [Brief explanation of the drawings]

[0009] [Figure 1] FIG. 1 is a diagram illustrating an example of the overall configuration of a telephone system. [Figure 2] FIG. 2 is a diagram illustrating an example of the functional configuration of each device. [Figure 3] FIG. 10 is a diagram illustrating an example of call information. [Figure 4] FIG. 10 is a diagram illustrating an example of distribution rule information. [Figure 5] 10 is a flowchart illustrating an example of the flow of an overflow call distribution process. [Figure 6] FIG. 10 is a first diagram showing an example of an overflow call list screen. [Figure 7] FIG. 10 is a second diagram showing an example of an overflow call list screen. [Figure 8] FIG. 10 is a diagram showing an example of an overflow call list screen according to a modified example. DETAILED DESCRIPTION OF THE INVENTION

[0010] Hereinafter, an embodiment of the present invention (the present embodiment) will be described with reference to the drawings. The embodiment described below is merely an example, and the embodiment to which the present invention is applied is not limited to the following embodiment. In this embodiment, a telephone system will be described that appropriately assigns a person to return calls from among multiple people in response to overflow call connection requests (overflow calls) when a call from a customer to a company call center or the like cannot be immediately handled because there are no people available.

[0011] The person in charge is someone who is engaged in a job that requires answering calls from customers to a call center or the like, and examples of such people include sales staff and staff at the product inquiry desk.

[0012] (Overall configuration of telephone system) Fig. 1 is a diagram showing an example of the overall configuration of a telephone system. As shown in Fig. 1, the telephone system 1 according to this embodiment includes an information processing device 10, a PBX 20, an IVR 30, a customer terminal 40, and a person in charge terminal 50. The information processing device 10, the PBX 20, the IVR 30, the customer terminal 40, and the person in charge terminal 50 are connected to each other so as to be able to communicate with each other via a communication network 60 including the Internet, a public line network, etc.

[0013] The information processing device 10 receives and stores information indicating an overflow call from the IVR 30, and executes a process of allocating a person to make a call back for the overflow call by an overflow call allocation process described later. In addition, when the information processing device 10 receives a request from the responsible terminal 50, it transmits the information indicating the overflow call.

[0014] The PBX 20 is, for example, a cloud-based PBX (Private Branch eXchange), which is a telephone exchange that performs various call controls. For example, when an incoming call is received at a number such as a call center number, the PBX 20 transfers the call to the IVR 30.

[0015] IVR 30 is an IVR (Interactive Voice Response) that realizes a predetermined call flow, and is an automated voice response device that realizes the predetermined call flow. IVR 30 transmits an audio file recording the customer's voice and information about the call (call information) to information processing device 10. Note that IVR 30 may store the audio file and the call information in a recording device, and information processing device 10 may access the recording device to acquire the audio file and the call information.

[0016] The customer terminal 40 is a general term for terminals used by multiple customers. Hereinafter, when distinguishing between the individual terminals, they will be referred to as a first customer terminal 40a, a second customer terminal 40b, etc. The customer terminal 40 is equipped with a telephone function, such as a smartphone. Note that the customer is just one example of a caller, and calls from sources other than customers may also be accepted. For example, they may be general inquiries from callers with whom there is no transaction.

[0017] The responsible terminal 50 is a general term for terminals used by personnel at a call center or the like. Hereinafter, when distinguishing between the individual terminals, they will be referred to as the first responsible terminal 50a, the second responsible terminal 50b, etc. The responsible terminal 50 sends a request to the information processing device 10 to send information about overflow calls. The responsible terminal 50 then displays a screen based on the received information. Specifically, the responsible terminal 50 operated by a personnel with administrator authority accepts operations to view information about overflow calls assigned to each personnel and manually specify or update the assignment destination. In addition, the responsible terminal 50 operated by a personnel without administrator authority accepts operations to view information about overflow calls assigned to the personnel, but the authority of the personnel and the information handled by the terminal used may be changed as appropriate.

[0018] The responsible terminal 50 may have a telephone function, such as a smartphone, be assigned a unique extension number within an organization such as a company or department, and be capable of responding to a call connection request addressed to the assigned extension number. The responsible terminal 50 may also be a smartphone used by a so-called "smartphone extension service." The information processing device 10 may also store an identifier of the responsible terminal 50, such as the telephone number or MAC address of the telephone terminal operated by each responsible person, in association with an identifier for identifying the responsible person.

[0019] The customer terminal 40 and the person-in-charge terminal 50 are not limited to smartphones, and may be, for example, a tablet terminal with a telephone function, a wearable device, a PC (personal computer), or the like.

[0020] (Functional configuration of each device) 2 is a diagram showing an example of the functional configuration of each device. The PBX 20 includes a call connection control unit 21 and a transfer processing unit 22.

[0021] The call connection control unit 21 receives a call connection request in which the call center number is specified as the destination. In response to the call connection request, the call connection control unit 21 transmits the call connection request to the terminal of the person in charge, for example, during the daytime when the call center is open.

[0022] The transfer processing unit 22 transfers the call connection request to the IVR 30 during the nighttime hours when the call center is closed. Note that the transfer processing unit 22 may also be configured to receive a transfer during the daytime hours when the call center is open and transfer the call connection request to the IVR 30 if no person is available to handle the call. Alternatively, the transfer processing unit 22 may always transfer the call connection request to the IVR 30 and let the customer select whether they wish to speak to a person in charge or to be contacted back.

[0023] The call connection control unit 21 and the transfer processing unit 22 are realized by processing that one or more programs installed in the PBX 20 executes on an arithmetic unit such as a processor.

[0024] The IVR 30 includes a voice file generating unit 31 and a call information generating unit 32 .

[0025] The audio file generating unit 31 generates an audio file 901 that records the voice uttered by the customer after a predetermined call flow is executed, etc. For example, the audio file generating unit 31 generates an audio file 901 that includes the voice uttered by the customer after receiving a message such as, "If you would like us to call you back, please speak your request after the beep."

[0026] The generated audio file 901 may be, for example, an audio file with a file format of wav, a codec of PCM, a sampling frequency of 8 KHz or 16 KHz, and a quantization bit rate of 16 bits, but is not limited to this.

[0027] The call information generating unit 32 generates call information 902, which is information relating to calls from customers and is acquired by executing a call flow, etc. A specific example of the call information 902 will be described later.

[0028] The IVR 30 transmits the generated voice file 901 and call information 902 to the information processing device 10. Note that the IVR 30 may store the voice file 901 and the call information 902 in a recording device, and the information processing device 10 may access the recording device to acquire the voice file 901 and the call information 902.

[0029] The voice file generating unit 31 and the call information generating unit 32 are realized by processing that one or more programs installed in the IVR 30 execute on an arithmetic device such as a processor.

[0030] The information processing device 10 includes a storage unit 11, a receiving unit 12, a voice recognition unit 13, a distribution unit 14, and a display control unit 15. The information processing device 10 is configured by a computer. Each of these units is realized by processing that is executed by an arithmetic device such as a processor by one or more programs installed in the information processing device 10.

[0031] The storage unit 11 stores various types of information, specifically, a voice file 901, call information 902, text information 903, sorting rule information 904, and sorting destination information 905.

[0032] The receiving unit 12 receives the voice file 901 and the call information 902 from the IVR 30. The received voice file 901 and the call information 902 are stored in the storage unit 11.

[0033] The voice recognition unit 13 reads out the voice file 901 stored in the storage unit 11 , converts the voice into text by voice recognition, and generates text information 903 .

[0034] The distribution unit 14 applies distribution rule information 904 to the call information 902 and text information 903 to distribute overflow calls to a person or group of people who will make a call back. The distribution rule information 904 is information that defines distribution rules and is information that is determined by a user such as a call center manager. Specific examples of the distribution rule information 904 will be described later.

[0035] The distribution unit 14 stores distribution destination information 905 indicating the distribution result in the storage unit 11. The distribution destination information 905 is information that associates the voice file 901 and the call information 902 with information identifying the person or group of people to whom the call is to be distributed. The distribution destination information 905 may also include a status indicating the status of distribution or response. The status value is selected from, for example, "invalid," which indicates an invalid overflow call; "waiting for distribution," which indicates a state in which the call is waiting for distribution; "dispatched," which indicates a state in which the call has been distributed; "serving," which indicates a state in which the call has started to be responded to by the person in charge; and "served," which indicates a state in which the call has been responded to by the person in charge. After distributing the overflow call to a person in charge based on the distribution rule information 904, the distribution unit 14 changes the status to "dispatched."

[0036] Furthermore, the personnel may be classified according to their roles, for example, into supervisors (SVs) and operators (OPs).

[0037] Furthermore, if any (or all) of the number of digits in the customer telephone number, the audio recording time, the number of characters included in the text information 903, etc. are below their respective thresholds, the distribution unit 14 may determine that the information necessary for allocation cannot be acquired and may determine the call as invalid. If the distribution unit 14 determines that the call is invalid, it excludes the call from distribution based on the distribution rule information 904 and sets the status to "invalid." In response to an operation by the supervisor (SV), the information processing device 10 can change the status of an overflow call with an "invalid" status to "waiting for distribution" or manually distribute an overflow call with a "waiting for distribution" status to each operator (OP).

[0038] Furthermore, the information processing device 10 may execute a process (return) to change the status from "dispatched" to "waiting for delivery" in response to an operation by an operator (OP). In this case, the information processing device 10 records the operator (OP) who performed the return operation as the "return person in charge." The distribution unit 14 redistributes the returned overflow calls. Here, the distribution unit 14 may distribute the overflow calls to a person in charge other than the recorded "return person in charge."

[0039] Upon receiving a request to send information from the responsible terminal 50, the display control unit 15 generates data to be displayed on the screen of the responsible terminal 50 and transmits it to the responsible terminal 50. For example, in response to a request from the responsible terminal 50 operated by a person in charge who does not have administrative authority, the display control unit 15 transmits to the responsible terminal 50 data for displaying on the screen the call information assigned to that person in charge.

[0040] (Specific examples of various types of information) Next, various types of information handled in this embodiment will be described.

[0041] 3 is a diagram showing an example of call information. Call information 902 includes, as items, a tenant ID, a center ID, a call flow, a destination telephone number, a customer telephone number, a customer name, a call reception date and time, an audio file path, a scheduled callback date and time, a scheduled callback time zone, and an IVR call management number.

[0042] The "tenant ID" item is used when multiple tenants share the telephone system 1. A tenant is a business that operates with permission to use the telephone system 1 from the operator of the telephone system 1. The value of the "tenant ID" item is an identifier for identifying a tenant. Note that a tenant is an example of a user of the telephone system 1, and may be something else. For example, the telephone system 1 may be a system dedicated to a specific business, etc., in which case the call information 902 does not need to include the "tenant ID" item.

[0043] The "Center ID" item is used when there are multiple centers within the same tenant. A center is the base for each tenant's customer sales desk. The value of the "Center ID" item is an identifier for identifying the center.

[0044] The value of the "Call Flow" item is the call flow number of IVR 30 selected by the customer during the call. For example, suppose that "3" is selected from the first options "1" New Contract, "2" Contract Change, or "3" Product Inquiry, then "1" is selected from the next options "1" Product A or "2" Product B, and then "2" is selected from the next options "1" Operation Instructions, or "2" Malfunction. In this case, the value of the "Call Flow" item is "312."

[0045] The value of the item "Destination Phone Number" is the phone number of the destination called by the customer, and is the phone number of the destination in the call connection request to PBX20. The value of "Destination Phone Number" may also be the phone number at the time of transfer from PBX20 to IVR30. The destination phone number is an example of information indicating the destination's contact information. The information indicating the destination's contact information may also be the destination's user ID on an SNS or the like.

[0046] The value of the item "Customer Phone Number" is the customer's phone number, which is the callback number where the person in charge will call back. The customer's phone number is an example of information indicating the caller's contact information. The information indicating the caller's contact information may also be the caller's user ID on an SNS or the like.

[0047] The value of the item "Customer Name" is the customer name or a code that uniquely identifies the customer.

[0048] The value of the item "power reception date and time" is the date and time when the IVR 30 received the power.

[0049] The value of the item "audio file path" is information indicating the storage location of the audio file, and specifically includes the file path and file name.

[0050] The value of the item "Scheduled Callback Date" is the date on which the customer would like a call back.

[0051] The value of the item "Scheduled callback time period" is the time period during which the customer would like to be called back.

[0052] The value of the item "IVR call management number" is a number that the IVR 30 uses to uniquely identify a call.

[0053] Of these items, the call date and time, audio file path, and IVR call management number are required.

[0054] The information processing device 10 may acquire the information included in the call information 902 from a call flow, or may acquire the information appropriately from a voice recognition result or a customer management system (not shown) other than the call flow.

[0055] 4 is a diagram showing an example of sorting rule information 904. The sorting rule information 904 includes the following items: rule application, rule number, rule name, responsible operator / group, allocation within group, skill, keyword, and application order.

[0056] The value of the item "rule application" indicates whether the rule is valid or invalid.

[0057] The value of the item "rule name" indicates the name of the rule.

[0058] The value of the item "Operator / Group" is the name of the operator (person in charge) or group in charge of the distribution destination. A group in charge is a group to which multiple people belong, and when the distribution destination is a group in charge, the method of distribution to each person in the group differs depending on the value of the item "Allocation within group".

[0059] The value of the item "allocation within group" indicates whether or not to further allocate to each person in the group when the allocation destination is a group in charge. If not, all the people in the group in charge may become the allocation destination, and a manager or the like in the group in charge may further allocate to the people in charge. Furthermore, when allocating to each person in the group in charge, the allocation unit 14 may allocate to the people in order, or may refer to history information such as the number of times each person has been in charge and allocate to, for example, the person with the least number of times of responsibility.

[0060] The value of the "Skill" item indicates the information on which the allocation is based. For example, if the value of the "Skill" item is "Destination Phone Number," the call is allocated to the person in charge or the group in charge associated with the destination phone number. Also, if the value of the "Skill" item is "Call Flow," the call is allocated to the person in charge or the group in charge associated with the call flow.

[0061] The value of the "Keyword" item is information indicating a keyword when sorting is performed based on a keyword included in text information 903. For example, if the value of the "Keyword" item is "Contract," and the text information 903 contains the text "Contract," the message will be sorted to the associated person in charge or group in charge. Also, if the value of the "Keyword" item is "Cancellation + Renewal," and the text information 903 contains both the text "Cancellation" and the text "Renewal," the message will be sorted to the associated person in charge or group in charge. In other words, the "+" symbol indicates an AND condition for inclusion in text information 903. Alternatively, a symbol indicating an OR condition may be used.

[0062] The value of the item "application order" indicates the order in which the rules are applied. The allocating unit 14 applies rules with a smaller value of the item "application order" with priority.

[0063] (Overview of operation of information processing device 10) Next, a description will be given of the operation of the information processing device 10. Fig. 5 is a flowchart showing an example of the flow of overflow call distribution processing.

[0064] The information processing device 10 periodically executes overflow call distribution processing, for example, by batch processing during the night or day. When the information processing device 10 starts overflow call distribution processing, it acquires call information 902 from the storage unit 11 (step S101). Then, the voice recognition unit 13 acquires a voice file 901 by referring to the value of the item "voice file path" included in the call information 902 (step S102). Next, the voice recognition unit 13 performs voice recognition on the voice file 901 to generate text information 903 (step S103).

[0065] Next, the distribution unit 14 distributes the overflow calls to the person in charge based on the distribution rule information 904 (step S104). As a result, distribution destination information 905 indicating the distribution destination is stored in the storage unit 11.

[0066] 6 is a first diagram showing an example of an overflow call list screen. The overflow call list screen 801 is an example of a screen displayed by the responsible terminal 50 based on data transmitted by the display control unit 15 to the responsible terminal 50 in response to a request from the responsible terminal 50 operated by an operator (OP).

[0067] The overflow call list screen 801 includes a list of overflow calls assigned to the person in charge operating the responsible terminal 50. The list is configured to accept an operation to view detailed information. The list also includes a button for playing the audio included in the audio file 901. When the button is pressed, the information processing device 10 transmits the audio file 901 to the responsible terminal 50. The responsible terminal 50 plays the audio included in the received audio file 901 via a speaker, headphones, or the like.

[0068] The list also includes text information 903. This allows the assigned person to understand the customer's purpose. Furthermore, the text information 903 may be edited and updated as needed, for example, if there is an error in the voice recognition results.

[0069] The list also includes the value of each item included in the call information 902. For example, the list includes the value of the item "customer telephone number." By looking at this number, the person in charge can call the customer back. If the person in charge terminal 50 has a telephone function, the person in charge terminal 50 may accept an operation to directly call the customer from the number display. Furthermore, if the person in charge terminal 50 has a telephone function, even if the list does not include the value of the item "customer telephone number," it may include an operation display such as a "call button" for accepting an operation to call the customer telephone number from the person in charge terminal 50. This makes it possible to handle overflow calls without disclosing part of personal information. Furthermore, the person in charge terminal 50 may display a warning if a call operation is received during a time period other than the scheduled callback time period.

[0070] The list may also include values ​​of items such as "scheduled callback date" and "scheduled callback time zone" included in the call information 902, as well as text information 903. The list may also include a value indicating whether the allocation was performed automatically or manually. "Automatic" means that the allocation was performed by the allocation unit 14 based on the allocation rule information 904, and "manual" means that the allocation was performed by the operation of a supervisor (SV).

[0071] The list may also include a status value indicating the status of the dispatch or response, such as "Invalid," "Awaiting dispatch," "Dispatched," "Serving," or "Served."

[0072] The list for an operator (OP) includes overflow calls with a status of "dispatched" that have been assigned to the operator (OP), overflow calls with a status of "dispatched" that have been assigned to the group to which the operator (OP) belongs, and overflow calls with a status of "serving" or "served" that the operator (OP) is serving or has served. Note that the list for an operator (OP) does not need to include overflow calls with a status of "invalid" and overflow calls with a status of "waiting to be served." Furthermore, the content and display of the status and the operational authority to update the status may be changed as appropriate.

[0073] 7 is a second diagram showing an example of an overflow call list screen. The overflow call list screen 802 is an example of a screen displayed by the responsible terminal 50 based on data transmitted by the display control unit 15 to the responsible terminal 50 in response to a request from the responsible terminal 50 operated by a supervisor (SV).

[0074] The list for supervisors (SVs) includes overflow calls with an "invalid" status and overflow calls with an "arranged" status. For example, overflow call list screen 802 in Figure 7 shows the screen displayed as a result of searching for overflow calls with an "invalid" status. For overflow calls with an "invalid" status, the list may also include the reason why the call was determined to be invalid.

[0075] (Variation) Although the present embodiment has been described above, the present invention is not limited to such a specific embodiment, and various modifications and changes are possible within the scope of the gist of the present invention described in the claims.

[0076] For example, in this embodiment, the information processing device 10 may notify the person to whom the overflow calls are allocated via email, SNS, or the like. Also, although a call via a telephone line has been shown as an example of a means of contact from the caller, other methods are also acceptable. For example, a call, a conference, a chat, or the like on an SNS may be acceptable, or a message via a messenger application may be acceptable. The call information 902 is an example of contact information regarding a contact from the caller. Also, the text information 903 is an example of contact content information indicating the content of the contact from the caller.

[0077] The allocating unit 14 may reserve the allocation based on information indicating the schedule of the person in charge or the status of the person in charge. Specifically, the allocation rule information 904 includes information indicating the rules of "reservation allocation." When the rules of "reservation allocation" are valid, the allocating unit 14 searches for the person in charge who is scheduled to be at work on the scheduled callback date and time based on the schedule of the person in charge, and reserves the allocation to one of the searched persons.

[0078] Then, on the scheduled callback date, the allocating unit 14 determines whether the reserved person is at work based on the attendance status. If the allocating unit 14 determines that the reserved person is at work, it allocates the overflow call to that person. On the other hand, if the allocating unit 14 determines that the reserved person is not at work, it allocates the overflow call to one of the other people who are at work.

[0079] The sorting rule information 904 may also include information indicating sorting rules based on a combination of the caller's number, product name, subject matter (content of response, compensation, compensation claim, etc.), customer name, and person in charge name, extracted from the call flow or audio file. In this case, the sorting unit 14 may give priority to the product name over the person in charge name, taking into consideration cases where two people with the same surname are included in the call.

[0080] The sorting rule information 904 may also include information indicating sorting rules based on customer names and customer telephone numbers.

[0081] Furthermore, the display control unit 15 may perform control so as to give priority to displaying overflow calls whose callback reservation time slot includes the current time. For example, as a method of giving priority to displaying a specific overflow call, the display control unit 15 may display the specific overflow call above other overflow calls, or may highlight the specific overflow call (for example, in a conspicuous color such as red).

[0082] Furthermore, the display control unit 15 may perform control so as to preferentially display overflow calls that have been assigned to the person in charge viewing the screen or to a group to which the person in charge belongs.

[0083] Furthermore, the information processing device 10 may notify an operator if there are any overflow calls that have been distributed at the timing when a call or after-call work (post-processing of a response task) is completed.

[0084] The overflow call list screen may also include an alert, which is a display indicating a warning, and includes an alert for a supervisor (SV) and an alert for an operator (OP).

[0085] 8 is a diagram showing an example of an overflow call list screen according to a modified example. The overflow call list screen 810 is an example of a screen displayed by the responsible terminal 50 based on data transmitted by the display control unit 15 to the responsible terminal 50 in response to a request from the responsible terminal 50 of the responsible person.

[0086] This list for the person in charge includes an alert 811 for the OP and an alert 812 for the SV. The alert 811 for the OP and the alert 812 for the SV are displayed in different colors, etc. The list for the operator (OP) includes the alert 811 for the OP but does not include the alert 812 for the SV. The list for the supervisor (SV) may include the alert 812 for the SV but not include the alert 811 for the OP. The display of the list may be changed as appropriate depending on the role, such as OP, SV, or system administrator.

[0087] The display control unit 15 may also perform control so that the total number of alerts 811 for OPs and the total number of alerts 812 for SVs are displayed on each list screen.

[0088] The SV alert 812 is displayed when any of the following conditions is met. (a) When an overflow call occurs that cannot be distributed because it does not match the distribution rules. (b) If it was assigned to an absent operator (OP). (c) When (the number of unhandled overflow calls accumulated in the responsible group) ÷ (the number of operators (OPs) belonging to the responsible group) exceeds a certain number. (d) If no response is received within a certain period of time. (e) If a certain period of time has passed in the "waiting for distribution" state.

[0089] The above-mentioned conditions are examples of predefined conditions for displaying an alert, and other conditions may be used.

[0090] The OP alert 811 is displayed if a certain period of time has passed since the status of "dispatched." Note that the OP alert 811 may not be displayed to an operator (OP) who is engaged in after-call work. [Explanation of symbols]

[0091] 1. Telephone System 10. Information processing equipment 11 Storage section 12 Receiving section 13 Voice Recognition Unit 14 Sorting section 15 Display control unit 20 PBX 21 Call connection control unit 22 Transfer processing section 30 IVR 31 Audio file generator 32 Call information generation section 40 Customer terminals 50 responsible terminal

Claims

1. a distribution unit that distributes, based on contact information regarding a contact from a caller or contact content information indicating the content of the contact, from among a plurality of persons or groups of persons, to a person or group of persons who will make a return contact; a display control unit that transmits data for displaying the contact information on a screen to a terminal operated by the assigned person in charge or a person belonging to the assigned group in response to a request from the terminal, the allocating unit allocates the call to the person in charge or the group in charge of making a call back based on a comparison result between at least one of the number of digits of the caller's telephone number, the recording time of the caller's voice, and the number of characters of the text included in the contact content information and a predetermined threshold value; Information processing device.

2. A distribution unit that distributes, based on contact information regarding a call from a caller or contact content information indicating the content of the call, from among a plurality of persons or groups of persons, to a person or group of persons who will make a return contact; a display control unit that transmits data for displaying the contact information on a screen to a terminal operated by the assigned person in charge or a person belonging to the assigned group in response to a request from the terminal, the allocating unit allocates the contact information or the contact content information to the person in charge or the group in charge of making a call back by applying the allocating rule information to the contact information or the contact content information in order in accordance with the priority and the validity based on allocating rule information that includes at least a criterion for allocating the contact information to the person in charge or the group in charge of making a call back, the person in charge or the group in charge of making a call back, a validity indicating whether the criterion is applicable or not, and a priority order for applying the criterion; Information processing device.

3. A distribution step of distributing the call to a person or group of people who will make a return call from among a plurality of people or groups of people based on contact information regarding the call from the caller or contact content information indicating the content of the call; a display control step of transmitting data for displaying the contact information on a screen to a terminal operated by the assigned person in charge or a person belonging to the assigned group in response to a request from the terminal, the allocating step allocates the call to the person or group of people who will make a call back based on a comparison result between at least one of the number of digits of the caller's telephone number, the recording time of the caller's voice, and the number of characters of the text included in the contact content information and a predetermined threshold value; Sorting method.

4. A distribution step of distributing the call to a person or group of people who will make a return call from among a plurality of people or groups of people based on contact information regarding the call from the caller or contact content information indicating the content of the call; a display control step of transmitting data for displaying the contact information on a screen to a terminal operated by the assigned person in charge or a person belonging to the assigned group in response to a request from the terminal, the sorting step is based on sorting rule information including at least criteria for sorting to the person in charge or the group in charge of making a return contact, the person in charge or the group in charge of making a return contact, validity indicating whether the criteria are applicable or not, and a priority order for applying the criteria, and by applying the sorting rule information to the contact information or the contact content information in order according to the priority order and the validity, sorts the contact information or the contact content information to the person in charge or the group in charge of making a return contact; Sorting method.

5. A program for causing a computer to function as the information processing device according to claim 1 or 2.

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