Contact center support device and contact center support method

Abstract

To provide a contact center support device for outputting information for determining whether or not to dispatch a maintenance worker with an inquiry from a customer used as an input.SOLUTION: A contact center support device includes: an acquisition unit for acquiring new alarm information; a retrieval unit for retrieving records containing alarm information in the past whose degrees of similarity with the new alarm information are a prescribed value or more of maintenance records that contain n (n≥2) of each of the alarm information in the past and information on necessity of dispatch; and an output unit for outputting the information on necessity of dispatch contained in the records.SELECTED DRAWING: Figure 12

Description

Technical Field

[0002] , , , , , ,

[0004] , ,

[0006] , , , , , , , ,

[0005] , , ,

[0003] , , , , , ,

[0001] The present invention relates to a contact center support device and a contact center support method.

Background Art

[0002] Devices and the like for assisting the responses of operators working in a contact center are known (for example, Patent Document 1).

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] The technology disclosed in Patent Document 1 requires setting in advance assumed inquiries from customers and corresponding handling contents. Therefore, with such technology, especially for operators with little experience, it may be difficult to determine which of the preset assumed inquiries a customer's inquiry corresponds to. In such a case, it is difficult for the operator to make an appropriate judgment on whether to dispatch a security guard.

[0005] An object of the present invention is to provide a contact center support device that takes an inquiry from a customer as an input and outputs information for determining whether to dispatch a security guard.

Means for Solving the Problems

[0006] One invention for achieving the above objective is a contact center support device comprising: an acquisition unit for acquiring new alarm information; a search unit for a maintenance record containing n (n≧2) past alarm information and dispatch necessity information, wherein the similarity of the past alarm information to the new alarm information is greater than or equal to a predetermined value; and an output unit for outputting the dispatch necessity information contained in the record. Other features of the present invention will be made clear by the description herein. [Effects of the Invention]

[0007] According to the present invention, it is possible to provide a contact center support device that takes customer inquiries as input and outputs information for determining whether or not to dispatch a security guard. [Brief explanation of the drawing]

[0008] [Figure 1] This is a diagram showing the configuration of Contact Center Support System 1. [Figure 2] This figure shows an example of the hardware of the contact center support device 10. [Figure 3] This diagram shows the functional blocks of the contact center support device 10. [Figure 4] This is a diagram showing the primary maintenance record 30. [Figure 5] This is a diagram showing the aggregated data 31. [Figure 6] This is a diagram showing the maintenance record 40. [Figure 7] This is a flowchart explaining the process for generating maintenance record 40. [Figure 8] This is a diagram illustrating input screen 50. [Figure 9] This flowchart explains the process for searching past alarm information. [Figure 10] This is a diagram illustrating the input screen 51. [Figure 11] This flowchart explains the process for searching past alarm information. [Figure 12]This is a diagram illustrating the output screen 52. [Figure 13] This is a diagram illustrating input screen 53. [Modes for carrying out the invention]

[0009] ==Implementation Method== <Contact Center Support System> Figure 1 shows a schematic configuration of the contact center support system 1 of this embodiment. The contact center support system 1 is a system that assists operators in responding to inquiries from customers to the contact center regarding predetermined equipment 20 installed in a predetermined facility 2.

[0010] Here, "equipment 20" is not particularly limited in terms of its function and is equipment that is subject to customer support from its manufacturer, installer, etc. In this embodiment, a commercial facility is used as an example of facility 2, and a showcase is used as an example of a predetermined piece of equipment 20 installed in the commercial facility, but other examples may include vending machines, inverter devices, power supply devices, etc.

[0011] Furthermore, "customer" refers to a person who uses equipment 20 at facility 2 and contacts the contact center if an abnormality occurs in equipment 20. Customers can contact the contact center by telephone 21 or via the internet.

[0012] In the method using the telephone 21, the customer makes an inquiry, for example, via a public telephone exchange network such as the PSTN and a private branch exchange such as a PBX. In this case, the customer makes an inquiry verbally to the operator.

[0013] In the case of means via the Internet, a customer makes an inquiry, for example, via a network connected to the facility 20. At this time, for example, fixed texts for inquiries corresponding to the content of an abnormality are prepared in advance in the facility 20, and the customer makes an inquiry by transmitting a fixed text corresponding to the situation when the abnormality has occurred to the contact center. Alternatively, the customer may make an inquiry by transmitting a text for the inquiry created by the customer to the contact center by e-mail.

[0014] The contact center support system 1 includes a contact center support device 10, a telephone 12, and an operator terminal 13. The contact center support device 10 and the operator terminal 13 are communicably connected via a network NW. The network NW is, for example, a public line such as the Internet, a dedicated line such as a WAN (Wide Area Network) or a LAN (Local Area Network). Note that the number of each of the telephone 12 and the operator terminal 13 is not particularly limited.

[0015] [Hardware Configuration of Contact Center Support Device] FIG. 2 is a diagram showing an example of the hardware of the contact center support device 10. The illustrated contact center support device 10 includes a processor 100, a main storage device 101, an auxiliary storage device 102, an input device 103, an output device 104, and a communication device 105. Note that the illustrated contact center support device 10 may be realized using virtual information processing resources provided using virtualization technology, process space separation technology, etc., such as a virtual server provided by a cloud system, for example, in whole or in part. Also, all or part of the functions provided by the contact center support device 10 may be realized by services provided by a cloud system via an API (Application Programming Interface) or the like. Further, the contact center support system 1 may be configured using a plurality of contact center support devices 10 communicably connected.

[0016] In the figure, the processor 100 is composed of, for example, a CPU (Central Processing Unit), an MPU (Micro Processing Unit), a GPU (Graphics Processing Unit), an FPGA (Field Programmable Gate Array), an ASIC (Application Specific Integrated Circuit), an AI (Artificial Intelligence) chip, and the like.

[0017] The main memory 101 is a device for storing programs and data, and is, for example, ROM (Read Only Memory), RAM (Random Access Memory), or non-volatile memory (NVRAM (Non-Volatile RAM)).

[0018] The auxiliary storage device 102 may be, for example, an SSD (Solid State Drive), a hard disk drive, an optical storage device (CD (Compact Disc), DVD (Digital Versatile Disc), etc.), a storage system, an IC card, a reader / writer for recording media such as SD cards and optical recording media, or the storage area of ​​a cloud server. Programs and data can be read into the auxiliary storage device 102 via a recording media reader or a communication device 105. Programs and data stored in the auxiliary storage device 102 are read into the main memory 101 as needed.

[0019] The auxiliary storage device 102 stores primary maintenance records 30, aggregated data 31, and maintenance records 40, which are used in the operation of the contact center support system. Details of these will be described later.

[0020] The input device 103 is an interface that accepts input from an external source, and can be, for example, a keyboard, mouse, touch panel, card reader, pen-input tablet, or voice input device.

[0021] The output device 104 is an interface that outputs various information such as processing progress and processing results. The output device 104 is, for example, a display device that visualizes the above information (LCD monitor, LCD (Liquid Crystal Display), graphics card, etc.), a device that converts the above information into sound (speaker, etc.), or a device that converts the above information into text (printer, etc.).

[0022] The input device 103 and the output device 104 constitute a user interface for receiving and presenting information with the user.

[0023] The communication device 105 is a device that enables communication with other devices. The communication device 105 is a wired or wireless communication interface that enables communication with other devices via a communication network such as the Internet, and is, for example, a NIC (Network Interface Card), a wireless communication module, a USB module, etc. The contact center support device 10 is configured to input and output information with the employee terminal 13 via the communication device 105.

[0024] The contact center support device 10 may have, for example, an operating system, a file system, a DBMS (Database Management System) (relational database, NoSQL, etc.), a KVS (Key-Value Store), etc. installed on it.

[0025] Each function of the contact center support system 1 is realized either by the processor 100 of the contact center support device 10 reading and executing a program stored in the main memory 101, or by the hardware (FPGA, ASIC, AI chip, etc.) that constitutes the contact center support system 1. The contact center support system 1 stores the aforementioned various types of information (data) as, for example, database tables or files managed by a file system.

[0026] [Functional blocks for contact center support systems] Figure 3 shows the functional blocks of the contact center support device 10 of this embodiment. In the contact center support device 10 of this embodiment, a first acquisition unit 110, an aggregation unit 111, a generation unit 112, a second acquisition unit 113, a search unit 114, an output unit 115, and a display processing unit 116 are realized by the processor 100 executing a predetermined program.

[0027] The first acquisition unit 110 acquires a record of the customer interaction entered by the operator each time the operator finishes responding to a customer inquiry. The multiple records accumulated by the first acquisition unit 110 are stored in the auxiliary storage device as the primary maintenance record 30.

[0028] Figure 4 shows an example of a primary maintenance record 30. The primary maintenance record 30 includes multiple (m) records 30a. Each of the multiple records 30a is a record acquired by the first acquisition unit 110 from the aforementioned operator, and includes past primary alarm information, primary response information, and primary dispatch necessity information.

[0029] Past primary alarm information consists of the content of past customer inquiries. In Figure 4, for example, the past primary alarm information for record 30a of No. 1 is text information such as "The exhaust heat from the case is blowing into the store."

[0030] The primary response information is the details of the actions taken by the operator regarding equipment 20 in response to past customer inquiries. In Figure 3, for example, the past primary response information for record No. 1 30a is text information such as "parts replaced".

[0031] The aggregation unit 111 aggregates past alarm primary information and primary response information from the primary maintenance record 30. Here, "aggregation" means changing one or more similar expressions into a single expression.

[0032] Figure 5 shows an example of aggregated data 31 generated by aggregating primary maintenance records 30. The aggregated data 31 contains the same number (m) of records 31a as the records 30a of the primary maintenance records 30. Each of the m records 31a contains past alarm information, response information, and information on whether or not an initial dispatch is necessary.

[0033] Record 31a of aggregated data 31 for No. i (1 ≤ i ≤ m) is a record in which the representation of record No. i of primary maintenance record 30 has been changed through aggregation. Specifically, past alarm information is information in which the representation of primary alarm information has been changed through aggregation. Action information is information in which the representation of primary action information has been changed through aggregation.

[0034] For example, all past primary alarm information in records 30a for No. 1 to No. 4 of primary maintenance record 30 has been changed to expressions such as "heat from the case is blowing into the store," and this information is now included in the past alarm information in records 31a for No. 1 to No. 4 of the aggregated data. Also, all primary action information in records 30a for No. 1 to No. 2 of primary maintenance record 30 has been changed to expressions such as "parts were replaced," and this information is now included in the past alarm information in records 31a for No. 1 to No. 2 of the aggregated data.

[0035] As a means of aggregating texts, for example, a rule-based method can be used to aggregate texts if they contain pre-registered keywords. Another method of aggregating texts is to use machine learning, which employs a trained model that has been trained on ground truth examples of aggregated texts. Yet another method of aggregating texts is to use clustering, which converts texts into vector data through morphological analysis and then combines multiple texts into one through clustering.

[0036] Returning to the primary maintenance record in Figure 4, the primary dispatch necessity information indicates whether or not a maintenance worker was required to dispatch to the designated equipment 20 in response to past customer inquiries. In Figure 4, "Dispatch Required" is displayed if dispatch was required, and "Dispatch Not Required" is displayed if dispatch was not required. The primary dispatch necessity information is common to both the primary maintenance record 30 and the aggregated data 31 in Figure 5.

[0037] The generation unit 112 generates a maintenance record 40 based on the aggregated data 31. Figure 6 shows an example of a maintenance record 40 generated based on the aggregated data in Figure 5. The maintenance record 40 contains multiple (n: n≦m) records 40a. Each of the n records 40a contains past alarm information, response information, and dispatch necessity information. The procedure by which the generation unit 112 generates the maintenance record 40 is described below.

[0038] The generation unit 112 generates one record 40a of the maintenance record 40 based on one or more records 31a of the aggregated data 31 in which past alarm information and action information are both expressed in the same way. The past alarm information and action information of one record 40a of the maintenance record 40 are expressed in the same way as the past alarm information and action information of the record 31a of the original aggregated data 31, respectively.

[0039] For example, record 40a of maintenance record 40, No. 1, is based on records 31a of aggregate data 31, No. 1 and No. 2. Records 31a of aggregate data 31, No. 1 and No. 2, both contain past alarm information of "heat from the case blowing into the store" and corrective action information of "parts replaced".

[0040] The dispatch necessity information for one record 40a of the maintenance record 40 is based on the primary dispatch necessity information of record 31a of the original aggregated data 31. In the example in Figure 6, the dispatch necessity information represents the probability of dispatch. Here, "probability of dispatch" is expressed as a percentage of the number of records 31a in the original aggregated data 31 whose primary dispatch necessity information is "dispatch necessary," relative to the total number of records 31a in the aggregated data 31 that formed the basis of one record 40a of the maintenance record 40.

[0041] For example, the aggregated data 31 from which record 40a, No. 1 of maintenance record 40, is based, has 2 records 31a (records 31a No. 1 and No. 2). On the other hand, among the records 31a of aggregated data 31 from which record 40a, No. 1 of maintenance record 40, the number of records 31a whose initial deployment necessity information is "Deployment Required" is 2. Therefore, the deployment necessity information (deployment probability) for record 40a, No. 1 of maintenance record 40, is 100.0%.

[0042] The second acquisition unit 113 in Figure 3 acquires new alarm information. "New alarm information" refers to the content of an inquiry made by a customer to the contact center. As will be described in detail later, the second acquisition unit 113 acquires new alarm information through input from the operator via the operator terminal 13.

[0043] The search unit 114 searches for records 40a of the maintenance record 40, which each contain n past alarm information and dispatch necessity information, and which contain past alarm information whose similarity to the new alarm information is equal to or greater than a predetermined value.

[0044] The output unit 115 outputs at least the dispatch necessity information contained in the records 40a retrieved by the search unit 114. The output unit 115 may also output past alarm information and response information contained in the records 40a.

[0045] The display processing unit 116 generates an output screen that explains the content of the output from the output unit 115 and displays it on the display screen of the user's terminal 13. As will be described in detail later, the display processing unit 116 displays the content of the output in different colors, and if there are multiple pieces of output, it displays them in a predetermined order.

[0046] [Process for generating maintenance records] Incidentally, the record 30a included in the primary maintenance record 30 in Figure 4 is accumulated each time the operator finishes responding to a customer inquiry.

[0047] Since the maintenance record 40 is based on the primary maintenance record 30, the contact center support device 10 generates a new maintenance record 40 (updates the maintenance record 40) each time a new record 30a is added to the primary maintenance record 30. The following describes the process up to the generation of a new maintenance record 40.

[0048] Figure 7 is a flowchart illustrating the process flow from the contact center support device 10 to the generation of the maintenance record 40.

[0049] The process for generating a new maintenance record 40 includes steps S100 to S101 and steps S200 to S202. Steps S100 to S101 are performed by the operator, and steps S200 to S202 are performed by the contact center support device 10.

[0050] First, in step S100, the operator completes their response to the customer's inquiry. Here, "response" means that, in response to the customer's inquiry, the operator determines the appropriate action to take and whether or not a maintenance worker needs to be dispatched, reports the action to the customer, and if it is determined that a maintenance worker needs to be dispatched, dispatches the maintenance worker to the designated facility 2.

[0051] Next, in step S101, the operator inputs a record of the response in step S101 via the input screen displayed on the operator terminal 13. Figure 8 is a diagram illustrating the input screen 50 of this embodiment. The operator inputs a record of the response in step S100 via the input screen 50. The input screen 50 shows an input area 50a, an input area 50b, and two selection areas 50c.

[0052] Input area 50a is an area for entering the content of the inquiry during the response in step S100. The operator enters the content of the inquiry in input area 50a. Figure 8 shows an example where "The exhaust heat from the case is blowing into the store" is entered.

[0053] In this case, if a customer makes an inquiry via the internet and the operator's terminal 13 receives a pre-prepared template message on the equipment 20, the operator simply needs to input that template message. Alternatively, the contact center support device 10 may automatically input the received template message.

[0054] Input area 50b is an area for inputting the details of the action taken in step S100. The operator enters the details of the action taken in input area 50b. Figure 8 shows an example where "Parts replaced" is entered.

[0055] The two selection areas 50c are for selecting whether or not the response completed in step S100 required the deployment of maintenance personnel. In this example, the deployment of maintenance personnel was required, and the selection area 50c for "Deployment Required" was selected. After completing the above input, the operator selects the setting button 50d.

[0056] Next, in step S200, the first acquisition unit 110 acquires the record entered in step S101 and adds it to the primary maintenance record 30 (referred to as the "existing primary maintenance record") already recorded in the auxiliary storage device 102. Here, the past primary alarm information and primary response information of the newly added record 40a are the text data entered in input area 50a and input area 50b in step S101, respectively. The primary dispatch necessity information is the dispatch necessity selected in selection area 50c.

[0057] The primary maintenance record 30 shown in Figure 4 is an example of a primary maintenance record 30 to which a new record 30a acquired by the first acquisition unit 110 in step S200 has been added. In this example, the newly added record 30a is added as record No. 1. Records No. 2 and later correspond to the existing primary maintenance record 30a, and their numbers have been shifted down by one due to the addition of record No. 1.

[0058] Next, in step S201, the aggregation unit 111 generates aggregated data 31 based on the primary maintenance record 30, which includes the record 30a newly added in step S200.

[0059] The aggregated data 31 shown in Figure 5 is an example of aggregated data generated in step S201 based on the primary maintenance record 30 in Figure 4.

[0060] Next, in step S202, the generation unit 112 generates a maintenance record 40. The maintenance record 40 shown in Figure 4 is an example of a maintenance record 40 generated in step S202. With the above processing, the process of generating the maintenance record 40 is completed.

[0061] [Process for operating the contact center support system] Figure 9 is a flowchart illustrating the process flow for operating the contact center support device 10. The process for operating the contact center support device 10 includes steps S110 to S113 and steps S210 to S213.

[0062] Steps S110 to S113 are processes performed by the operator, and steps S210 to S213 are processes performed by the contact center support device 10.

[0063] First, in step S110, the operator confirms the content of the customer's inquiry. In this example, the operator receives the customer's inquiry via telephone 12.

[0064] Next, in step S111, the operator inputs the content of the inquiry via the input screen displayed on the operator terminal 13. Figure 10 is a diagram illustrating the input screen 51 of this embodiment. The input screen shows an input area 51a.

[0065] Input area 51a is an area for the operator to input the content of the inquiry confirmed in step S110. The operator enters the content of the inquiry into input area 51a. Figure 10 shows an example where "The heat from the display case is being released into the store" is entered. After the operator has finished entering the information, they select the select button.

[0066] Next, in step S210, the second acquisition unit 113 acquires the text entered by the operator in step S111 as new alarm information.

[0067] Next, in step S211, the search unit 114 searches the maintenance record 40 for records 40a that contain past alarm information whose similarity to the new alarm information is equal to or greater than a predetermined value. Here, the process by which the contact center support device 10 searches for records 40a in step S211 will be described in detail.

[0068] Figure 11 is a flowchart illustrating the process of searching for past alarm information in step S211. The process of searching for past alarm information includes steps S230 to S235.

[0069] First, in step S230, the search unit 114 performs morphological analysis on the new alarm information acquired in step S210.

[0070] Next, in step S231, the search unit 114 converts the new alarm information into vector data based on the morphological analysis in step S230.

[0071] Next, in steps S232 to S235, the search unit 114 calculates the similarity between the new alarm information and the multiple past alarm information included in the maintenance record 40.

[0072] The method for calculating similarity is not particularly limited, but the similarity used in this embodiment is based on the similarity between the newly analyzed alarm information and the past alarm information. Specifically, the similarity used in this embodiment is the cosine similarity between the vector data of the newly analyzed alarm information and the past alarm information. The cosine similarity is expressed as a value between 0 and 1, and the closer the cosine similarity is to 1, the higher the similarity is considered to be.

[0073] At this point, the contact center support device 10 may have already performed morphological analysis on the past alarm information of each of the multiple records 40a included in the maintenance record 40, and may already have the morphological analysis vector data stored.

[0074] Next, in step S232, the search unit 114 calculates the similarity between the new alarm information and past alarm information for a record 40a.

[0075] Next, in step S233, if the similarity calculated in step S232 is greater than or equal to a predetermined value (step S233: Y), the search unit 114 proceeds to step S234 and extracts the record 40a analyzed in step S232. After that, the contact center support device 10 continues to analyze the other records 40a.

[0076] Meanwhile, in step S232, if the similarity is not above a predetermined value (step S233: N), the search unit 114 continues the analysis of the other records 40a.

[0077] The search unit 114 repeats the processing of steps S232 to S235 above for all records 40a. In this example, it is explained that records 40a No. 1 to 6 have been extracted from the maintenance record 40.

[0078] Returning to the flowchart in Figure 9, in step S212, the output unit 115 outputs the dispatch necessity information for each of the records 40a retrieved from the maintenance record 40 in step S212.

[0079] Next, in step S213, the display processing unit 116 generates an output screen explaining the dispatch necessity information, etc., for each of the records 40a output in step S212, and displays it on the screen of the person in charge terminal 13.

[0080] Figure 12 is a diagram illustrating the output screen 52 of this embodiment, which is generated by the display processing unit 116. In addition to the input screen 51, the output screen 52 also shows alarm information 52a, response information 52b, and dispatch probability 52c. The output screen 52 is generated based on records 40a No. 1 to 6 extracted from the maintenance record 40. The alarm information 52a, response information 52b, and dispatch probability 52c correspond to past alarm information, response information, and dispatch necessity information from the maintenance record 40, respectively.

[0081] In the output screen 52, the alarm information 52a and the response information 52b are arranged hierarchically, with the alarm information 52a being shown at a higher level.

[0082] On the output screen 52, the similarity calculated in step S232 is shown along with the alarm information 52a. In this way, the display processing unit 116 may further display the similarity calculated in step S232 on the screen.

[0083] The output screen 52 also includes a color indicator 52d corresponding to the numerical value of the dispatch probability 52c. The display processing unit 116 may, in this manner, display the dispatch necessity information contained in the retrieved record 40a on the screen, color-coded according to the content of the dispatch necessity information.

[0084] Next, in step S112, the operator refers to the output screen 52 to determine whether or not maintenance personnel need to be dispatched. Two examples of the operator's decision (decision example 1 and decision example 2) are described below.

[0085] • Example of judgment 1 The new alarm information entered by the operator in input area 51a, "Heat from the display case is being released into the store," has the highest similarity score of 0.85 to "Heat from the display case is being blown into the store" among the displayed alarm information 52a. Based on this, the operator can determine that there is a high probability that an anomaly corresponding to "Heat from the display case is being blown into the store" is occurring in equipment 20.

[0086] Furthermore, the operator can determine that the countermeasures corresponding to "replaced parts" or "worked on piping," which are the countermeasure information 52b shown below "heat from the case blows into the store," are potential suggestions for the customer.

[0087] Furthermore, since the probability of dispatching personnel to implement the countermeasure for "parts replaced" is 100%, it can be concluded that the dispatch of maintenance personnel is almost certainly required to implement this countermeasure. Similarly, since the probability of dispatching personnel to implement the countermeasure for "piping work" is also 100%, it can be concluded that the dispatch of maintenance personnel is almost certainly required to implement this countermeasure.

[0088] In other words, the operator can almost certainly determine that the deployment of maintenance personnel will be required regardless of the chosen course of action. This is example 1 of the decision-making process.

[0089] • Example of judgment 2 The new alarm information entered by the operator in the input area, "Heat from the display case is being released into the store," has a similarity of 0.55 to "Water leaking from under the case" among the displayed alarm information 52a. Although this is lower than in the judgment example 1 described above, it can be determined that there is a possibility that an anomaly corresponding to "Water leaking from under the case" is occurring at facility 2.

[0090] Furthermore, the operator can determine that the countermeasures corresponding to the countermeasure information 52b shown below "Water leaking from the bottom of the case," namely "Repair request due to case malfunction" or "Reconnect cable due to disconnection," are potential suggestions for the customer.

[0091] Furthermore, since the probability of dispatching personnel to perform the countermeasure for "repair request due to case malfunction" is 100%, it can be concluded that dispatching maintenance personnel is almost certainly required to perform this countermeasure. On the other hand, since the probability of dispatching personnel to perform the countermeasure for "reconnecting a loose cable" is 50%, it can be concluded that dispatching maintenance personnel is not necessarily required to perform this countermeasure.

[0092] For example, in step S112, there may be times when it is difficult to arrange for a maintenance worker during the time period the operator is determining. In such cases, based on the above judgment, the operator can determine that the first possible solution to propose is for the customer to "reconnect the cable due to it being unplugged." This is example 2 of the judgment.

[0093] Next, in step S113, based on the decision made in step S112, a response to the customer's inquiry can be provided. The above describes the process for operating the contact center support system 1.

[0094] ==Variation 1== In the above embodiment, the display processing unit 116 displays the dispatch necessity information contained in the retrieved record 40a on the screen, colored according to the content of the dispatch necessity information. The contact center support device 10 may also be able to change the color setting according to the content of this dispatch necessity information.

[0095] Figure 13 illustrates the input screen 53 for setting colors. The contact center support device 10 may display the input screen 53 for setting colors at any stage of the process of generating the maintenance record 40 described above. In this example, one of three colors, red, yellow, and blue, can be displayed in conjunction with the dispatch probability, depending on the dispatch probability.

[0096] Input screen 53 displays three input areas 53a and three input areas 53b. Input area 53a is for setting the lower limit of the deployment probability for each color, and input area 53b is for setting the upper limit of the deployment probability for each color. In this example, the deployment probability ranges are entered in input areas 53a and 53b respectively so that deployment probabilities in the range of 90.0% to 100.0% are displayed in red, in the range of 10.0% to 90.0% in yellow, and in the range of 0.0% to 10.0% in yellow.

[0097] Furthermore, the input screen 53 may be configured using color combinations other than red, yellow, and blue, not limited to this example. Alternatively, the input screen 53 may be configured using more than three types of colors.

[0098] ==Variation 2== In the above embodiment, the output screen 52 in Figure 12 displays records 40a with a higher probability of dispatch at the top, but this is not the only example.

[0099] Each of the dispatch probabilities 52c displayed on the output screen 52 is based on one record 40a included in the maintenance record 40. One record 40a included in the maintenance record 40 is based on one or more records 30a included in the primary maintenance record 30. In other words, each of the dispatch probabilities 52c displayed on the output screen 52 is based on one or more records 30a included in the primary maintenance record 30.

[0100] Therefore, if the probability of dispatch is, for example, 50.0%, comparing a 50.0% dispatch probability based on 100 records 30a with a 50.0% dispatch probability based on 4 records 30a, the former is more reliable than the latter. In other words, the more records 30a a value is based on, the more reliable the dispatch probability is.

[0101] Therefore, the deployment probability 52c based on numerous records 30a may be displayed at the top. In other words, the display processing unit 116 may display the deployment necessity information on the screen in an order corresponding to the number of countermeasures belonging to the countermeasure information corresponding to the deployment necessity information.

[0102] The embodiments described above are provided to facilitate understanding of the present invention and are not intended to limit its interpretation. Furthermore, the present invention may be modified or improved without departing from its spirit, and it goes without saying that equivalents thereof are included.

[0103] ===Summary=== The contact center support system 1 of this embodiment has been described above. According to this embodiment, when a contact center operator receives an inquiry from a customer managing equipment 20 installed in facility 2, and the operator inputs new alarm information, the contact center support device 10 outputs information on whether maintenance personnel need to be dispatched. This makes it easy for operators with limited knowledge of equipment 20 or limited experience in contact center operations to determine whether maintenance personnel need to be dispatched.

[0104] Furthermore, according to this embodiment, the system further includes a display processing unit 116 that displays the dispatch necessity information contained in the record 40a on the screen with a color corresponding to the content of the dispatch necessity information. This allows the operator to quickly determine whether or not each maintenance worker needs to be dispatched.

[0105] Furthermore, according to this embodiment, the maintenance record 40 further includes n pieces of action information, and the output unit 115 further outputs the action information included in the record. This allows the operator to determine what action should be proposed to the customer.

[0106] Furthermore, according to this embodiment, past alarm information is information indicating multiple similar abnormal conditions in a predetermined piece of equipment 20. As a result, the number of past alarm information items reflected in the output results increases, thereby improving the reliability of the output results.

[0107] Furthermore, according to this embodiment, the response information is information indicating the attributes of multiple similar response contents performed on a predetermined piece of equipment 20. As a result, dispatch necessity information is calculated for each response information, thereby improving the reliability of the dispatch necessity information.

[0108] Furthermore, according to this embodiment, the display processing unit 116 displays the dispatch necessity information on the screen in an order corresponding to the number of countermeasures belonging to the countermeasure information corresponding to the dispatch necessity information. As a result, the dispatch necessity information is displayed in an order according to reliability, making it easier for the operator to make a reliable judgment.

[0109] Furthermore, according to this embodiment, the dispatch necessity information is based on the number of times the caregiver was dispatched and the number of times the caregiver was not dispatched. As a result, since the dispatch necessity information is based on the frequency of the caregiver's dispatch, the dispatch necessity information becomes intuitive and easy to understand.

[0110] Furthermore, according to this embodiment, the display processing unit 116 further displays the similarity on the screen. This makes it easy to understand new alarm information and past alarm information with a high similarity, improving the reliability of the operator's judgment.

[0111] Furthermore, according to this embodiment, the similarity is based on the similarity between the newly analyzed alarm information and past alarm information. This increases the accuracy of the similarity and improves the reliability of the output results. [Explanation of symbols]

[0112] 1: Contact Center Support System 10: Contact Center Support Devices 100: Processor 101: Main memory 102:Auxiliary storage device 103: Input device 104: Output device 105: Communication equipment 110:First acquisition part 111: Aggregation Department 112: Generation part 113:Second acquisition part 114: Search Section 115: Output section 116: Display Processing Unit 12: Telephone 13: Person in charge terminal 2: Facilities 20: Equipment 21: Telephone 30: Primary Preservation Record 30a: Record 30: Primary Preservation Record 31a: Record 40: Conservation Records 40a: Record

Claims

1. An acquisition unit that acquires new alarm information, which is the content of an inquiry made by a customer to the contact center, A search unit searches for records containing past alarm information and dispatch necessity information, each containing n (n≧2) records, where the similarity to the new alarm information is greater than or equal to a predetermined value. An output unit that outputs the dispatch necessity information included in the record. Equipped with, The aforementioned past alarm information is information that combines similar content from multiple past primary alarm information, which are based on past customer inquiries, into a single representation. The aforementioned dispatch necessity information is based on the number of times the maintenance staff were dispatched and the number of times the maintenance staff were not dispatched, in relation to the aforementioned past alarm information. Contact center support device.

2. A contact center support device according to claim 1, The system further includes a display processing unit that displays the dispatch necessity information included in the record on a screen, color-coded according to the content of the dispatch necessity information. Contact center support device.

3. A contact center support device according to claim 2, The said maintenance record further includes n pieces of action information, The output unit further outputs the countermeasure information included in the record, The aforementioned countermeasures information is, This is information that combines similar content from multiple initial response records—which represent the details of how operators handled customer inquiries in the past—into a single, unified representation. Contact center support device.

4. A contact center support device according to claim 2 or 3, The aforementioned past alarm information is information indicating multiple similar abnormal conditions in the specified equipment. Contact center support device.

5. A contact center support device according to claim 3, The aforementioned action information is information indicating the attributes of multiple similar actions performed on a given piece of equipment. Contact center support device.

6. A contact center support device according to claim 5, The display processing unit displays the dispatch necessity information on the screen in an order corresponding to the number of action items belonging to the action information corresponding to the dispatch necessity information. Contact center support device.

7. A contact center support device according to any one of claims 2 to 6, The display processing unit further displays the similarity on the screen. Contact center support device.

8. A contact center support device according to any one of claims 1 to 7, The aforementioned similarity is the similarity between the newly analyzed alarm information and the past alarm information, based on morphological analysis. Contact center support device.

9. A computer, Steps include obtaining new alarm information, which is the content of an inquiry made by a customer to the contact center, and A step of searching for records containing past alarm information and dispatch necessity information, each containing n (n ≥ 2) records, where the similarity to the new alarm information is greater than or equal to a predetermined value, The steps include outputting the dispatch necessity information included in the record, and Execute, The aforementioned past alarm information is information that combines similar content from multiple past primary alarm information, which are based on past customer inquiries, into a single representation. The aforementioned dispatch necessity information is based on the number of times the maintenance staff were dispatched and the number of times the maintenance staff were not dispatched, in relation to the aforementioned past alarm information. Contact center support methods.

Images