Business support device, business support method, and program

Abstract

To provide a business support device, a business support method and a program, capable of reducing a work burden on an inquiry counter operator.SOLUTION: A business support device includes: a speech voice acquisition section which acquires speech voices where the speech between an inquirer making an inquiry related to services to an inquiry counter and a respondent answering the inquiry at the inquiry counter is recorded; an analysis section which analyzes the speech voices to extract a keyword related to the inquiry; a history information generation section which generates history information showing a history of the inquiry, on the basis of the keyword; a ranking information generation section which generates ranking information showing information ranked for the inquiry, on the basis of the history information; and an output control section which makes control to send the ranking information to a device that displays a ranking related to the inquiry for a homepage related to the services on the basis of the ranking information.SELECTED DRAWING: Figure 2

Description

Technical Field

[0001] The present invention relates to a business support device, a business support method, and a program.

Background Art

[0002] Conventionally, in various services, an inquiry desk (e.g., a call center) for receiving inquiries from service users has been provided. Detailed information about the service is often posted on the homepage related to the service. Therefore, when a user wants to know something about the service, the user can obtain the necessary information by checking the service information on the homepage. However, in services with complex contents such as administrative procedures and financial products, the amount of information and technical terms on the homepage are numerous, and there are cases where users cannot find the necessary information. In this case, users tend to make inquiries by phone to the inquiry desk to obtain the necessary information. As a result, the number of inquiries to the inquiry desk has increased, and the workload on the operator has increased.

[0003] Therefore, various technologies have been proposed to reduce the workload on operators in inquiries about various services. For example, in Patent Document 1 below, a technology for automatically answering inquiries from users to local governments using AI (Artificial Intelligence) is disclosed.

Prior Art Documents

Patent Documents

[0004]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0005] However, even when using AI, as in the technology described in Patent Document 1 above, if it is unable to provide an appropriate response to a user's inquiry, an operator may end up receiving the inquiry.

[0006] In view of the above-mentioned problems, the object of the present invention is to provide a business support device, a business support method, and a program that can reduce the workload of operators at inquiry desks. [Means for solving the problem]

[0007] To solve the above-mentioned problems, a business support device according to one aspect of the present invention includes: a call audio acquisition unit that acquires call audio recorded from a conversation between an inquirer who makes an inquiry about a service to an inquiry desk and a respondent who answers the inquiry at the inquiry desk; an analysis unit that analyzes the acquired call audio and extracts keywords related to the inquiry; a history information generation unit that generates history information showing the history of the inquiry based on the extracted keywords; a ranking information generation unit that generates ranking information showing ranked information regarding the inquiry based on the generated history information; and an output control unit that transmits the generated ranking information to a device that displays the ranking of the inquiry on a homepage related to the service based on the generated ranking information. A storage unit that stores service information showing detailed information about the aforementioned service, Equipped with The history information includes the service information selected by the respondent as an answer to the inquiry, and the ranking information generation unit aggregates the number of times each service information has been selected as an answer based on the history information, and ranks the service information according to the number of selections. .

[0008] A business support method according to one aspect of the present invention includes: a call audio acquisition process in which a call audio acquisition unit acquires call audio recorded from a conversation between an inquirer making an inquiry about a service to an inquiry desk and a respondent at the inquiry desk who provides an answer to the inquiry; an analysis process in which an analysis unit analyzes the acquired call audio and extracts keywords related to the inquiry; a history information generation process in which a history information generation unit generates history information indicating the history of the inquiry based on the extracted keywords; a ranking information generation process in which a ranking information indicating ranked information regarding the inquiry is generated based on the generated history information; and an output control process in which an output control unit transmits the generated ranking information to a device that displays the ranking of the inquiry on a homepage related to the service based on the generated ranking information. The memory unit stores service information that provides detailed information about the service, and Includes Furthermore, the history information includes the service information selected by the respondent as an answer to the inquiry, and the ranking information generation unit aggregates the number of times each service information has been selected as an answer based on the history information, and ranks the service information according to the number of selections. .

[0009] A program according to one aspect of the present invention includes a computer, a call audio acquisition means for acquiring call audio recorded from a conversation between an inquirer making an inquiry about a service to an inquiry desk and a respondent at the inquiry desk providing an answer to the inquiry; an analysis means for analyzing the acquired call audio and extracting keywords related to the inquiry; a history information generation means for generating history information showing the history of the inquiry based on the extracted keywords; a ranking information generation means for generating ranking information showing ranked information regarding the inquiry based on the generated history information; and an output control means for transmitting the generated ranking information to a device that displays the ranking of the inquiry on a homepage related to the service based on the generated ranking information. A storage means for storing service information that shows detailed information about the aforementioned service, To function as The history information includes the service information selected by the respondent as an answer to the inquiry, and the ranking information generation means aggregates the number of times each service information has been selected as an answer based on the history information, and ranks the service information according to the number of selections. . [Effects of the Invention]

[0010] According to the present invention, the workload of operators at inquiry desks can be reduced. [Brief explanation of the drawing]

[0011] [Figure 1] This figure shows an example of the schematic configuration of the business support system according to this embodiment. [Figure 2] This is a block diagram showing an example of the functional configuration of the business support device according to this embodiment. [Figure 3] This figure shows an example of the data structure of the service information database according to this embodiment. [Figure 4] This figure shows an example of the data structure of the historical information database according to this embodiment. [Figure 5] This figure shows an example of the data structure of the ranking information database according to this embodiment. [Figure 6] This sequence diagram shows an example of the processing flow for displaying service information on the respondent's terminal in the business support system according to this embodiment. [Figure 7] This sequence diagram shows an example of the processing flow for displaying service information on the respondent's terminal in the business support system according to this embodiment. [Figure 8] This sequence diagram shows an example of the processing flow for displaying service information on the inquirer's terminal in the business support system according to this embodiment. [Figure 9] This sequence diagram shows an example of the processing flow for displaying service information on the inquirer's terminal in the business support system according to this embodiment. [Figure 10] This sequence diagram shows an example of the processing flow for displaying service information on the homepage of the business support system according to this embodiment. [Figure 11] This sequence diagram shows an example of the processing flow for displaying service information on the homepage of the business support system according to this embodiment. [Modes for carrying out the invention]

[0012] Embodiments of the present invention will be described in detail below with reference to the drawings. The present invention relates to a business support system for assisting an operator in handling inquiries from users in various services at an inquiry window. Service providers are, for example, administrative agencies such as local governments, financial institutions, companies, etc. In the following embodiments, as an example, an example where the inquiry window is a call center that responds to inquiries from users by phone will be described. In this case, the operator is a staff member of the call center. Hereinafter, a person who makes an inquiry regarding a service to the call center, such as a service user, will be referred to as an "inquirer". Also, a person who answers an inquiry at the call center, such as an operator of the call center, will be referred to as an "answerer". Note that the call center may be provided either inside or outside the organization of the service provider. Also, the call center may be operated by the service provider or by a subcontractor. Also, the inquiry window is not limited to a call center, and may be an office or department in the organization of the service provider that responds to inquiries from users. In this case, the operator is a staff member within the organization of the service provider, such as a local government staff member. The industries, business types, and service types targeted by the present invention are not particularly limited, but are particularly effective for services with complex contents, such as services provided by local governments or services provided by financial institutions. Also, the content of the inquiries targeted by the present invention is not particularly limited, but is particularly effective for inquiries that are difficult to answer, such as inquiries regarding administrative procedures or inquiries regarding financial products. In the following embodiments, an inquiry regarding the procedures of a service provided by a local government will be described as an example.

[0013] <1. Schematic Configuration of the Business Support System> Referring to FIG. 1, the outline of the business support system according to the present embodiment will be described. FIG. 1 is a diagram showing an example of the schematic configuration of the business support system according to the present embodiment. As shown in Figure 1, the business support system 1 includes an inquiry terminal 10, a CTI (Computer Telephony Integration) system 20, a respondent terminal 30, a business support device 40, a cloud server 50, and a CMS (Contents Management System) server 60.

[0014] (1) Inquirer terminal 10 The inquirer terminal 10 is the terminal used by the inquirer. The inquirer terminal 10 may be implemented as, for example, a smartphone, a tablet, or a PC (Personal Computer). As shown in Figure 1, the inquirer terminal 10 is connected to the CTI system 20, the business support device 40, and the cloud server 50 for communication. The inquirer terminal 10 is also connected to the respondent terminal 30 for telephone communication via the CTI system 20.

[0015] The inquirer is, for example, a resident of a local government. If the inquirer wants to inquire about the procedures for a local government service, they will make a telephone inquiry from the inquirer's terminal 10 to the administrative agency (for example, the local government office) that is the contact point for inquiries regarding that service.

[0016] (2) CTI system 20 The CTI system 20 is a system for integrating computers and telephones in a call center. As shown in Figure 1, the CTI system 20 is communicatively connected to the caller terminal 10, the respondent terminal 30, and the business support device 40.

[0017] The CTI system 20 has a PBX (Private Branch Exchange) (not shown), which is a switching device that connects external and internal lines. The CTI system 20 can connect the caller terminal 10 and the responder terminal 30 via the PBX. For example, the PBX can aggregate external calls made to the call center's main number from multiple caller terminals 10 and connect each to a responder terminal 30 that is capable of receiving calls. This allows the CTI system 20 to receive and answer calls from caller terminals 10 using the responder terminal 30, which is connected to a headset (headphone with integrated microphone). Furthermore, the CTI system 20 has a function to record conversations between the inquirer and the respondent.

[0018] (3) Respondents from past 30 The respondent terminal 30 is a terminal used by the respondent. The respondent terminal 30 may be implemented as a PC, tablet, smartphone, or any other device. As shown in Figure 1, the respondent terminal 30 is connected to the CTI system 20 and the business support device 40 for communication. The respondent terminal 30 is also connected to the inquirer terminal 10 for telephone communication via the CTI system 20.

[0019] When the respondent's terminal 30 receives an incoming call from the inquirer, the respondent operates the terminal 30 to initiate the call and respond to the inquiry. In this embodiment, the number of respondent terminals 30 is not particularly limited.

[0020] (4) Business support equipment 40 The business support device 40 is a device for supporting the work of respondents in a call center. The business support device 40 can be implemented as, for example, a PC, a server, or a tablet terminal. As shown in Figure 1, the business support device 40 is communicated with the caller terminal 10, the CTI system 20, the respondent terminal 30, the cloud server 50, and the CMS server 60.

[0021] (5) Cloud Server 50 The cloud server 50 is a server that manages guidance information (hereinafter also referred to as "guidance information") that is used to guide the inquirer. As shown in Figure 1, the cloud server 50 is connected to the business support device 40 and the inquirer terminal 10 so as to be able to communicate with them.

[0022] The guidance information includes service information selected from detailed service information (hereinafter also referred to as "service information") prepared in advance by the service provider, to be provided to the inquirer. Specifically, the service information in this embodiment is detailed information regarding the procedures for services provided by the local government. Furthermore, if the amount of information in the guidance information, including the service information provided to the inquirer, exceeds the upper limit of the amount of information that can be sent to the inquirer terminal 10, the guidance information may include a URL (Uniform Resource Locator) for accessing the service information instead of the service information. In this embodiment, the guidance information is sent to the inquirer terminal 10 by, for example, SMS (Short Message Service). Therefore, the upper limit of the amount of information that can be sent to the inquirer terminal 10 is the upper limit of the amount of information that can be sent by SMS.

[0023] (6) CMS Server 60 The CMS server 60 is a server that manages web content related to the service. As shown in Figure 1, the CMS server 60 is connected to the business support device 40 in a communicative manner. The CMS server 60 manages, for example, a homepage related to a service. Specifically, the CMS server 60 updates the homepage to display information related to inquiries based on information received from the business support device 40.

[0024] <2. Functional Configuration of Business Support Devices> The general configuration of the business support system 1 according to this embodiment has been described above. Next, the functional configuration of the business support device 40 according to this embodiment will be described with reference to Figures 2 to 5. Figure 2 is a block diagram showing an example of the functional configuration of the business support device 40 according to this embodiment. As shown in Figure 2, the business support device 40 comprises a communication unit 410, a storage unit 420, and a control unit 430.

[0025] (1) Communications Section 410 The communication unit 410 has the function of sending and receiving various types of information. For example, the communication unit 410 communicates with the inquirer terminal 10, the CTI system 20, the respondent terminal 30, the cloud server 50, and the CMS server 60.

[0026] In communication with the inquirer terminal 10, the communication unit 410 transmits guidance information. Furthermore, during communication with the CTI system 20, the communication unit 410 receives the call audio. The call audio is the audio recorded by the CTI system 20 of the conversation between the inquirer and the respondent. Furthermore, in communication with the respondent terminal 30, the communication unit 410 receives input information and transmits service information. The input information is information entered into the respondent terminal 30 by the respondent. Specifically, the input information includes information indicating the inquiry content, selected content, and destination for guidance information. The information indicating the inquiry content is information related to the inquiry obtained by the respondent during a call with the inquirer. The information indicating the selected content is information indicating the service information selected by the respondent as information to be provided to the inquirer from among the service information. The information indicating the destination for guidance information is information indicating the destination for guidance information obtained by the respondent during a call with the inquirer. In this embodiment, the guidance information is sent to the inquirer terminal 10 via SMS. Therefore, the information indicating the destination for guidance information in this embodiment is the telephone number of the inquirer terminal 10. Furthermore, when communicating with the cloud server 50, the communication unit 410 transmits guidance information. Furthermore, in communication with the CMS server 60, the communication unit 410 transmits ranking information. Ranking information is information ranked in relation to inquiries. For example, the ranking may be a ranking of service information according to the number of times it was selected as an answer, or a ranking of inquiry content according to the number of inquiries. The ranking may also be done by category.

[0027] (2) Storage section 420 The storage unit 420 has the function of storing various types of information. The storage unit 420 is composed of a storage medium, such as an HDD (Hard Disk Drive), SSD (Solid State Drive), flash memory, EEPROM (Electrically Erasable Programmable Read Only Memory), RAM (Random Access read / write Memory), ROM (Read Only Memory), or any combination of these storage media. The storage unit 420 stores various types of information in a database (DB). As shown in Figure 2, the storage unit 420 includes, for example, a service information DB 421, a history information DB 422, and a ranking information DB 423. Now, with reference to Figures 3 through 5, we will explain the data structure of each database.

[0028] (2-1) Service Information DB421 Referring to Figure 3, the data structure of the service information DB421 according to this embodiment will be described. Figure 3 is a diagram showing an example of the data structure of the service information DB421 according to this embodiment. The service information DB421 is a database that stores service information. In this embodiment, the service information DB421 stores data that shows detailed information about the procedures for services provided by the local government. Therefore, as shown in Figure 3, the service information DB421 consists of items such as procedure number, procedure category, procedure name, procedure details, target person, required items for the procedure, and procedure location. The procedure number is a unique number for each procedure. The procedure category is information indicating the category of the procedure, such as moving-related or tax-related. The procedure name is information indicating the name of the procedure, such as address change or birth registration. The procedure details are information that explains the content and steps of the procedure in detail. The person subject to the procedure is information indicating the person subject to the procedure, such as the person themselves, their parents, or the head of household. The required items for the procedure are the items necessary for the procedure, such as identification documents. The procedure location is information indicating the place where the procedure is performed, such as the department or counter in charge of the procedure.

[0029] (2-2) History Information DB422 Referring to Figure 4, the data structure of the history information DB422 according to this embodiment will be described. Figure 4 is a diagram showing an example of the data structure of the history information DB422 according to this embodiment. The History Information DB422 is a database that stores history information. History information is information that shows the history of queries. Therefore, as shown in Figure 4, the History Information DB422 consists of items such as query number, query name, query category, query date and time, and selected service information. The inquiry number is a unique number for each inquiry. The inquiry name is information indicating the name of the inquiry, such as address change or birth registration. The inquiry category is information indicating the category of the inquiry, such as moving-related or tax-related. The inquiry date and time is the actual date and time the inquiry was made. The selected service information is information indicating the correspondence between the inquiry and the service information selected by the respondent as the answer to that inquiry. The service information selected as the answer to the inquiry is associated with each inquiry by the selected service information. The selected service information is, for example, the procedure number stored in the service information DB421. Note that the selected service information may be information other than the procedure number stored in the service information DB421. Also, the number of selected service information items associated with a single inquiry is not limited to one, but may be multiple.

[0030] (2-3) Ranking Information DB423 Referring to Figure 5, the data structure of the ranking information DB423 according to this embodiment will be described. Figure 5 is a diagram showing an example of the data structure of the ranking information DB423 according to this embodiment. The ranking information DB423 is a database that stores and remembers ranking information. Therefore, as shown in Figure 5, the ranking information DB423 consists of items such as ranking target, ranking category, total count, and ranking. The ranking target is information indicating the subject of the ranking. For example, the ranking target may be service information or inquiry content, specifically information such as procedure number or inquiry number. The ranking category is information indicating the category of the ranking. For example, the ranking category may be information such as procedure category or inquiry category. The aggregated number is information used for ranking. For example, the aggregated number may be information such as the number of selections or the number of inquiries. The ranking is information indicating the ranking.

[0031] (3) Control unit 430 The control unit 430 has the function of controlling the overall operation of the business support device 40. The control unit 430 is realized, for example, by causing the CPU (Central Processing Unit) provided as hardware in the business support device 40 to execute a program. As shown in Figure 2, the control unit 430 includes a DB update unit 431, a call voice acquisition unit 432, an input information acquisition unit 433, an analysis unit 434, a search unit 435, a history information generation unit 436, a guidance information generation unit 437, a ranking information generation unit 438, and an output control unit 439.

[0032] (3-1) DB update section 431 The DB update unit 431 has the function of updating the DB. For example, when the DB update unit 431 receives service information for updating from the service administrator's terminal (not shown) via the communication unit 410, it updates the service information DB 421 based on that service information. Furthermore, when history information is generated by the history information generation unit 436 (described later), the DB update unit 431 updates the history information DB 422 based on that history information. Furthermore, when ranking information is generated by the ranking information generation unit 438 (described later), the DB update unit 431 updates the ranking information DB 423 based on that ranking information.

[0033] (3-2) Call voice acquisition unit 432 The call audio acquisition unit 432 has the function of acquiring call audio. For example, the call audio acquisition unit 432 acquires call audio from the CTI system 20 via the communication unit 410. The call audio acquisition unit 432 outputs the acquired call audio to the analysis unit 434.

[0034] (3-3) Input information acquisition unit 433 The input information acquisition unit 433 has the function of acquiring input information. For example, the input information acquisition unit 433 acquires input information from the respondent terminal 30 via the communication unit 410. Specifically, the input information acquisition unit 433 acquires as input information information that is entered into the respondent terminal 30 by the respondent, such as the content of the inquiry, the content of the selection, and the destination of the guidance information. If the input information acquisition unit 433 acquires information indicating the content of the inquiry, it outputs that information to the analysis unit 434. Furthermore, if the input information acquisition unit 433 acquires information indicating the selection content, it outputs that information to the history information generation unit 436 and the guidance information generation unit 437. Also, if the input information acquisition unit 433 acquires information indicating the destination of the guidance information, it outputs that information to the output control unit 439.

[0035] (3-4) Analysis Department 434 The analysis unit 434 has the function of analyzing inquiries. For example, the analysis unit 434 analyzes the call audio acquired by the call audio acquisition unit 432 and extracts keywords related to the inquiry. The analysis unit 434 outputs the extracted keywords to the search unit 435 and the history information generation unit 436. The keyword extraction by the analysis unit 434 is performed in real time while the inquirer and respondent are on a call.

[0036] Specifically, the analysis unit 434 extracts keywords from the voice of the inquirer and the voice of the respondent based on the call audio. When the respondent is receiving an explanation of the inquiry from the inquirer, they may ask the respondent questions about the inquiry in order to clarify the inquiry or to provide a more appropriate answer. Therefore, by having the analysis unit 434 extract keywords not only from the voice of the inquirer but also from the voice of the respondent, the accuracy of the service information obtained by the functions of each component described later can be improved in order to answer the inquiry.

[0037] Furthermore, if the input information acquisition unit 433 acquires input information indicating the content of the inquiry, the analysis unit 434 may also extract keywords from that input information. The input information indicating the content of the inquiry includes information that the respondent determined to be relevant to the inquiry during the call with the inquirer. This input information may include information that is not included in the call audio. Therefore, by having the analysis unit 434 extract keywords not only from the call audio but also from the input information indicating the content of the inquiry, the accuracy of the service information acquired by the functions of each configuration described later for answering the inquiry can be improved.

[0038] (3-5) Search section 435 The search unit 435 has the function of acquiring service information related to the inquiry. For example, the search unit 435 acquires relevant service information by keyword search. The search unit 435 outputs the acquired service information to the history information generation unit 436, the guidance information generation unit 437, and the output control unit 439. The acquisition of service information by the search unit 435 is performed in real time while the inquirer and the respondent are on a call.

[0039] Specifically, the search unit 435 searches the service information in the service information DB 421 stored in the storage unit 420 for the keywords extracted by the analysis unit 434, and obtains the service information containing the keywords as service information related to the inquiry. If there are multiple service information items containing the keywords, the search unit 435 obtains multiple service information items. This allows the search unit 435 to obtain service information related to the inquiry that the respondent has received from the inquirer. Furthermore, the search unit 435 acquires service information related to the inquiry based on keywords extracted from the call audio and input information by the analysis unit 434. As a result, the search unit 435 can acquire service information related to the inquiry with greater accuracy compared to when the analysis unit 434 acquires service information related to the inquiry based on keywords extracted only from the call audio.

[0040] Furthermore, the search unit 435 may acquire service information related to the inquiry each time a keyword is extracted by the analysis unit 434. As the conversation between the inquirer and the respondent progresses, the number of keywords extracted by the analysis unit 434 increases. Therefore, the search unit 435 can either further refine the service information acquired through the search or increase the amount of service information acquired through the search. This enables the respondent to provide a more accurate and specific response to the inquiry.

[0041] (3-6) History information generation unit 436 The history information generation unit 436 has the function of generating history information. For example, the history information generation unit 436 generates history information for each query based on keywords extracted by the analysis unit 434. Specifically, the history information generation unit 436 assigns a unique query number to each query, sets the query name and query category based on the keywords, and sets the date and time the query actually occurred as the query date and time. In addition, the history information generation unit 436 sets the selected service information based on the input information indicating the selection content entered by the input information acquisition unit 433. In this way, the history information generation unit 436 generates history information and outputs the generated history information to the DB update unit 431. The history information generation unit 436 may generate history information that includes all service information obtained by the search unit 435 based on keywords.

[0042] (3-7) Guidance information generation unit 437 The guidance information generation unit 437 has the function of generating guidance information. For example, the guidance information generation unit 437 generates guidance information based on service information obtained by the search unit 435. The service information obtained by the search unit 435 is information obtained in accordance with the content of the inquiry from the inquirer. Therefore, by using the service information obtained by the search unit 435, the guidance information generation unit 437 can generate guidance information that is more suitable for each inquirer. The guidance information generation unit 437 outputs the generated guidance information to the output control unit 439.

[0043] Specifically, the guidance information generation unit 437 first compares the amount of information in the guidance information when the service information obtained by the search unit 435 is included in the guidance information with the upper limit of the amount of information in the guidance information (for example, the upper limit of the amount of information that can be sent via SMS). If the amount of information in the guidance information does not exceed the upper limit, the guidance information generation unit 437 generates guidance information that includes the service information obtained by the search unit 435. On the other hand, if the amount of information in the guidance information exceeds the upper limit, the guidance information generation unit 437 generates a URL for accessing the service information as a unique URL for the inquirer, instead of the service information obtained by the search unit 435. Then, the guidance information generation unit 437 generates guidance information that includes the generated URL. This makes it possible to provide service information with a large amount of information to the inquirer via SMS. Furthermore, it is possible to provide each inquirer with information unique to them, rather than common information.

[0044] Furthermore, when the input information acquisition unit 433 acquires input information indicating the selection, the guidance information generation unit 437 generates guidance information that provides guidance only for the service information indicated by that input information. The input information indicating the selection is information that, when the service information acquired by the search unit 435 is displayed on the respondent terminal 30, the respondent has determined whether each piece of service information is appropriate to provide to the inquirer and has selected it as the service information to provide to the inquirer. Therefore, by generating guidance information based on the input information indicating the selection, the guidance information generation unit 437 can generate guidance information with higher accuracy as the information to provide to the inquirer.

[0045] (3-8) Ranking Information Generation Unit 438 The ranking information generation unit 438 has the function of generating ranking information. The ranking information generation unit 438 generates ranking information based on the history information generated by the history information generation unit 436. The ranking information generation unit 438 outputs the generated ranking information to the DB update unit 431 and the output control unit 439.

[0046] For example, the ranking information generation unit 438 ranks the items to be ranked based on historical information. As a result, the homepage for the service displays a ranking of inquiries related to the entire service. Therefore, inquirers can easily find information about frequently asked questions across the entire service. When the ranking target is service information, the ranking information generation unit 438 ranks the service information according to the number of times each service information has been selected. Specifically, first, the ranking information generation unit 438 aggregates the number of times each service information has been selected as an answer, based on the selected service information in the history information. For example, if the selected service information is a procedure number, the ranking information generation unit 438 can aggregate the number of times each service information has been selected by aggregating the number of procedure numbers in the history information for each procedure number. Next, the ranking information generation unit 438 ranks the service information according to the aggregated number of selections. For example, the ranking information generation unit 438 ranks the service information so that the more times it has been selected, the higher it is ranked. If the ranking target is the content of inquiries, the ranking information generation unit 438 ranks the content of inquiries according to the number of inquiries for each type of inquiry. Specifically, first, the ranking information generation unit 438 aggregates the number of times each service information has been selected based on the selected service information in the history information. Next, the ranking information generation unit 438 calculates the number of inquiries for each type of inquiry based on the correspondence between inquiries and service information and the aggregated number of times. Then, the ranking information generation unit 438 ranks the content of inquiries according to the calculated number of inquiries. For example, the ranking information generation unit 438 ranks inquiries with a higher number of inquiries higher.

[0047] Furthermore, the ranking information generation unit 438 ranks the items to be ranked for each ranking category based on the historical information. As a result, the service homepage displays rankings related to inquiries in each category. Therefore, inquirers can easily find information about frequently asked questions in each category. If the ranking target is service information, the ranking information generation unit 438 ranks the service information for each procedure category based on the aggregated number of selections. If the ranking target is the content of inquiries, the ranking information generation unit 438 ranks the content of inquiries for each inquiry category based on the aggregated number of inquiries.

[0048] Furthermore, the ranking information generation unit 438 may rank the ranking categories based on the aggregated number of items to be ranked. As a result, the ranking of categories will be displayed on the service's homepage. Therefore, inquirers can easily find information related to categories that they frequently inquire about. When the ranking target is service information, the ranking information generation unit 438 ranks the procedure categories based on the aggregated number of selections. Specifically, the ranking information generation unit 438 aggregates the number of selections of service information within the same procedure category for each procedure category and calculates the number of selections for each procedure category. Then, the ranking information generation unit 438 ranks the procedure categories according to the calculated number of selections. For example, the ranking information generation unit 438 ranks procedure categories so that those with a higher number of selections are ranked higher. Furthermore, if the ranking target is the content of inquiries, the ranking information generation unit 438 ranks the inquiry categories based on the aggregated number of inquiries. Specifically, the ranking information generation unit 438 aggregates the number of inquiries for each inquiry category and calculates the number of inquiries for each inquiry category. Then, the ranking information generation unit 438 ranks the inquiry categories according to the calculated number of inquiries. For example, the ranking information generation unit 438 ranks inquiry categories so that those with a large number of inquiries are ranked higher. Furthermore, inquiries that are highly seasonal (for example, those related to moving in March) will naturally receive a higher number of selections and inquiries, and will rank higher. Therefore, inquirers can easily find information about highly seasonal inquiries by checking the top-ranked items displayed on the service's website.

[0049] (3-9) Output control unit 439 The output control unit 439 has the function of controlling various outputs. For example, the output control unit 439 displays service information acquired by the search unit 435 on the respondent terminal 30. The display control of service information by the output control unit 439 is performed in real time while the inquirer and respondent are on a call. Therefore, service information related to the inquiry is displayed in real time on the respondent terminal 30 during the call with the inquirer. This allows the respondent to check the service information related to the inquiry during the call with the inquirer and easily answer the inquiry. Furthermore, the output control unit 439 updates the service information displayed on the respondent terminal 30 each time service information related to the inquiry is acquired. As a result, the service information displayed on the respondent terminal 30 changes in real time according to the content of the conversation between the inquirer and the respondent. Therefore, the respondent can easily provide a more appropriate answer to the current inquiry.

[0050] Furthermore, the output control unit 439 causes the guidance information generated by the guidance information generation unit 437 to be sent to the inquirer terminal 10. At this time, the output control unit 439 sends the guidance information to the inquirer terminal 10 indicated by the destination of the guidance information, based on the input information indicating the destination of the guidance information acquired by the input information acquisition unit 433. As a result, after the inquiry is completed, the inquirer can reconfirm the answer to their inquiry by having the service information included in the guidance information or the service information accessed via the URL displayed on the inquirer terminal 10. In addition, even if the inquirer does not understand the answer to their inquiry the first time, they can deepen their understanding by checking the service information displayed on the inquirer terminal 10. This reduces the frequency of receiving similar inquiries from inquirers and reduces the workload of call center operators.

[0051] Furthermore, the output control unit 439 transmits the ranking information generated by the ranking information generation unit 438 to the CMS server 60. Based on the ranking information, the CMS server 60 displays a ranking of inquiries on the service's homepage. This allows inquirers to easily find and resolve frequently asked inquiries from the ranking information on the homepage. This reduces the frequency of receiving similar inquiries from inquirers and alleviates the workload of call center operators.

[0052] <3. Processing Flow> The functional configuration of the business support device 40 according to this embodiment has been described above. Next, the processing flow according to this embodiment will be described with reference to Figures 6 to 11.

[0053] (1) Process to display service information on the respondent terminal 30 Referring to Figures 6 and 7, the process flow for displaying service information on the respondent terminal 30 will be explained. Figures 6 and 7 are sequence diagrams showing an example of the process flow for displaying service information on the respondent terminal 30 in the business support system 1 according to this embodiment. Figure 6 shows the process from step S101 to step S109, and Figure 7 shows the process from step S110 to step S121. After step S109 shown in Figure 6, the process proceeds to step S110 shown in Figure 7.

[0054] First, the inquirer makes a call to the inquirer terminal 10 (step S101). The caller's terminal 10 receives a call initiation command from the caller and makes a call to the call center (step S102). The call center's CTI system 20 aggregates external calls from the caller's terminal 10 and distributes each external call to a respondent's terminal 30 that is capable of receiving calls (step S103). The respondent terminal 30 receives an external call that has been routed by the CTI system 20 (step S104). The respondent performs an incoming call operation on the respondent terminal 30 that has received an external call (step S105). As a result, the inquirer terminal 10 and the respondent terminal 30 are connected via the CTI system 20, enabling communication.

[0055] The inquirer explains the content of their inquiry to the respondent via the inquirer's terminal 10 (step S106). The respondent, via the respondent terminal 30, may, as necessary, confirm details of the inquiry or ask questions to the inquirer (step S107). The CTI system 20 records the audio of the call between the inquirer and the respondent (step S108). The CTI system 20 transmits the recorded call audio to the business support device 40 (step S109).

[0056] The call audio acquisition unit 432 of the business support device 40 acquires call audio transmitted from the CTI system 20 (step S110). When the respondent terminal 30 receives input from the respondent (step S111), it transmits input information indicating the entered inquiry content to the business support device 40 (step S112). The input information acquisition unit 433 of the business support device 40 acquires input information indicating the content of the inquiry when it is transmitted from the respondent terminal 30 (step S113).

[0057] The analysis unit 434 of the business support device 40 extracts keywords (step S114). Specifically, the analysis unit 434 extracts keywords by analyzing at least the call audio. In addition, if input information indicating the content of the inquiry has been obtained in step S113, the analysis unit 434 also analyzes that input information to extract keywords. The search unit 435 of the business support device 40 searches for service information (step S115). Specifically, the search unit 435 searches for the keyword obtained in step S114 within the service information DB 421 stored in the storage unit 420, and obtains the service information containing the keyword as service information related to the query. The output control unit 439 of the business support device 40 transmits the service information acquired in step S115 to the respondent terminal 30 via the communication unit 410 (step S116). The output control unit 439 then displays the service information on the respondent terminal 30. Furthermore, the history information generation unit 436 of the business support device 40 generates history information for each inquiry based on the keywords extracted by the analysis unit 434 (step S117). The DB update unit 431 stores the history information generated by the history information generation unit 436 in the history information DB 422 of the storage unit 420 (step S118).

[0058] When the respondent terminal 30 receives service information from the business support device 40, it displays the service information (step S119). The respondent checks the service information displayed on the respondent terminal 30 (step S120). At this time, the respondent determines whether the service information displayed on the respondent terminal 30 is appropriate for the inquiry. Then, based on the service information that the respondent has determined to be appropriate, the respondent answers the inquiry to the inquirer (step S121).

[0059] (2) Process to display service information on the inquirer terminal 10 Referring to Figures 8 and 9, the process flow for displaying service information on the inquirer terminal 10 will be explained. Figures 8 and 9 are sequence diagrams showing an example of the process flow for displaying service information on the inquirer terminal 10 in the business support system 1 according to this embodiment. Figure 8 shows the process from step S201 to step S211, and Figure 9 shows the process from step S212 to step S218. After step S211 shown in Figure 8, the process proceeds to step S212 shown in Figure 9.

[0060] First, the respondent inputs their selection into the respondent terminal 30 (step S201). Specifically, in step S119, the respondent inputs the service information to be provided to the inquirer as guidance information from the service information displayed on the respondent terminal 30. The respondent terminal 30 transmits input information indicating the selection to the business support device 40 (step S202).

[0061] The input information acquisition unit 433 acquires input information indicating the selection from the respondent terminal 30 when such input information is transmitted (step S203). The guidance information generation unit 437 of the business support device 40 generates guidance information (step S204). Specifically, the guidance information generation unit 437 generates guidance information based on the service information acquired by the search unit 435. If input information indicating the selection content has been acquired by the input information acquisition unit 433, the guidance information generation unit 437 generates guidance information based on that input information. The output control unit 439 transmits the guidance information generated in step S204 to the cloud server 50 via the communication unit 410 (step S205). The output control unit 439 then stores the guidance information in the cloud server 50. When the cloud server 50 receives guidance information from the business support device 40, it stores the guidance information (step S206).

[0062] The respondent confirms with the inquirer the recipient's phone number for sending the information (step S207). The inquirer provides the respondent with the address to which the information should be sent (Step S208). The respondent enters the destination for sending the guidance information into the respondent terminal 30 (step S209). The respondent terminal 30 sends input information indicating the destination for the guidance information to the business support device 40 (step S210). The input information acquisition unit 433 acquires input information indicating the destination for sending guidance information when it is sent from the respondent terminal 30 (step S211). The output control unit 439 transmits guidance information to the inquirer terminal 10 (step S212). Specifically, the output control unit 439 transmits guidance information via SMS to the telephone number indicated by the input information acquired by the input information acquisition unit 433.

[0063] The inquirer confirms the guidance information received by the inquirer terminal 10 from the business support device 40 (step S213). If the information provided includes a URL, the inquirer performs an access operation (for example, by tapping the URL) (step S214). The inquirer's terminal 10 receives an operation to access a URL and accesses the URL (step S215). When the cloud server 50 receives a request from the inquirer terminal 10 accessing a URL, it sends service information corresponding to that URL to the inquirer terminal 10 (step S216). The inquirer terminal 10 displays the service information received from the cloud server 50 (step S217). The inquirer confirms the service information displayed on the inquirer terminal 10 (step S218).

[0064] (3) Process to display service information on the homepage Referring to Figures 10 and 11, the process flow for displaying service information on a homepage will be explained. Figures 10 and 11 are sequence diagrams showing an example of the process flow for displaying service information on a homepage in the business support system 1 according to this embodiment. Figure 10 shows the process from step S301 to step S308, and Figure 11 shows the process from step S309 to step S316. After step S308 shown in Figure 10, the process proceeds to step S309 shown in Figure 11. In the following, an example in which the ranking target is service information will be explained.

[0065] First, the ranking information generation unit 438 of the business support device 40 generates ranking information (step S301). Specifically, the ranking information generation unit 438 generates ranking information based on the history information generated by the history information generation unit 436 in step S117 and stored in the history information DB 422. The DB update unit 431 stores the ranking information generated by the ranking information generation unit 438 in the ranking information DB 423 of the storage unit 420 (step S302). The output control unit 439 transmits the ranking information generated in step S302 to the CMS server 60 via the communication unit 410 (step S303). The CMS server 60 generates a ranking page (step S304). Specifically, the CMS server 60 updates the homepage information so that the ranking based on the received ranking information is displayed on the homepage related to the service. At this time, the CMS server 60 updates the homepage so that the ranking is displayed in a more prominent position. For example, the CMS server 60 makes sure that the ranking is displayed on the top page of the homepage.

[0066] The inquirer performs an operation to access the ranking page from the inquirer terminal 10 (step S305). This access operation is, for example, searching for a homepage in a browser and tapping to display the relevant page from the search results. Inquirer terminal 10 receives an access request from the inquirer and requests the homepage to display the ranking page (step S306). The homepage, upon receiving a display request from the inquirer terminal 10, requests page information for the ranking page from the CMS server 60 (step S307). The CMS server 60 receives a request from the homepage and sends the page information of the ranking page to the homepage (step S308).

[0067] Based on the page information received from the CMS server 60, the homepage displays the ranking page on the inquirer terminal 10 (step S309). The inquirer checks the ranking page displayed on the inquirer's terminal 10 (step S310). If the inquirer finds service information in the ranking that they want to check in detail, they perform an operation to access the service information on the inquirer's terminal 10 (for example, by tapping the inquiry item) (step S311). In response to the inquirer's access request, the inquirer's terminal 10 requests the display of service information on the homepage (step S312). The homepage, upon receiving a display request from the inquirer terminal 10, requests the CMS server 60 for page information of the service information (step S313). The CMS server 60 receives a request from the homepage and sends the service information page information to the homepage (step S314). The homepage displays service information on the inquirer terminal 10 based on the page information received from the CMS server 60 (step S315). The inquirer confirms the service information displayed on the inquirer terminal 10 (step S316).

[0068] As described above, the business support device 40 according to this embodiment acquires recorded call audio of a conversation between an inquirer who makes a service inquiry to the call center and a respondent who answers the inquiry at the call center, analyzes the call audio to extract keywords related to the inquiry, generates history information showing the history of inquiries based on the extracted keywords, generates ranking information showing ranked information regarding inquiries based on the generated history information, and transmits the generated ranking information to a device that displays the ranking of inquiries on the service's homepage based on the generated ranking information.

[0069] This configuration allows callers to easily find and resolve frequently asked questions through ranking information on the website. This reduces the frequency of similar inquiries from callers, thereby easing the workload of call center operators. Therefore, the business support device 40 according to this embodiment makes it possible to reduce the workload of operators at a call center (inquiry desk).

[0070] Embodiments of the present invention have been described above. It should be noted that some or all of the functions of the business support device 40 in the above-described embodiments may be implemented using a computer. In this case, the functions may be implemented by recording a program for implementing these functions on a computer-readable recording medium, loading the program recorded on this recording medium into a computer system, and executing it. Here, "computer system" includes hardware such as an OS and peripheral devices. "Computer-readable recording medium" refers to portable media such as flexible disks, magneto-optical disks, ROMs, CD-ROMs, and storage devices such as hard disks built into a computer system. Furthermore, "computer-readable recording medium" may also include those that dynamically hold programs for a short period, such as communication lines used when transmitting programs via networks such as the Internet or communication lines such as telephone lines, and those that hold programs for a certain period, such as volatile memory inside a computer system acting as a server or client. The above-mentioned program may be for implementing some of the functions described above, or it may be a program that can implement the above-mentioned functions in combination with a program already recorded in the computer system, or it may be implemented using a programmable logic device such as an FPGA (Field Programmable Gate Array).

[0071] Although embodiments of this invention have been described in detail above with reference to the drawings, the specific configuration is not limited to those described above, and various design changes can be made without departing from the spirit of this invention. [Explanation of Symbols]

[0072] 1...Business support system, 10...User terminal, 20...CTI system, 30...Respondent terminal, 40...Business support device, 50...Cloud server, 60...CMS server, 410...Communication unit, 420...Storage unit, 421...Service information DB, 422...History information DB, 423...Ranking information DB, 430...Control unit, 431...DB update unit, 432...Call voice acquisition unit, 433...Input information acquisition unit, 434...Analysis unit, 435...Search unit, 436...History information generation unit, 437...Guidance information generation unit, 438...Ranking information generation unit, 439...Output control unit

Claims

1. A call audio acquisition unit acquires call audio recordings of conversations between an inquirer who makes an inquiry about a service to an inquiry desk and a respondent who answers the inquiry at the said inquiry desk. An analysis unit analyzes the acquired call audio and extracts keywords related to the inquiry, A history information generation unit generates history information showing the history of the inquiry based on the extracted keywords, A ranking information generation unit generates ranking information that shows ranked information with respect to the query based on the generated historical information, An output control unit that causes a device to transmit the generated ranking information to a device that displays the ranking of inquiries on the homepage related to the service based on the generated ranking information, A storage unit that stores service information showing detailed information about the aforementioned service, Equipped with, The aforementioned history information includes the service information selected by the respondent as an answer to the inquiry, associated with each inquiry. The ranking information generation unit aggregates the number of times each service information has been selected as the answer based on the history information, and ranks the service information according to the number of selections. Business support equipment.

2. The ranking information generation unit ranks the service information according to the number of times each service information category has been selected. The business support device according to claim 1.

3. A call audio acquisition process in which a call audio acquisition unit acquires call audio recordings of a conversation between an inquirer who makes an inquiry about a service to an inquiry desk and a respondent who answers the inquiry at the said inquiry desk, The analysis department analyzes the acquired call audio and extracts keywords related to the inquiry; A history information generation process in which a history information generation unit generates history information indicating the history of the query based on the extracted keywords, A ranking information generation process in which a ranking information generation unit generates ranking information indicating ranked information with respect to the query based on the generated historical information, The output control unit performs an output control process that causes the generated ranking information to be transmitted to a device that displays the ranking of inquiries on the homepage related to the service based on the generated ranking information, The memory unit stores service information that provides detailed information about the service, and Includes, The aforementioned history information includes the service information selected by the respondent as an answer to the inquiry, associated with each inquiry. The ranking information generation unit aggregates the number of times each service information has been selected as the answer based on the history information, and ranks the service information according to the number of selections. Business support methods.

4. Computers, A means for acquiring call audio, which acquires call audio recordings of conversations between an inquirer who makes an inquiry about a service to an inquiry desk and a respondent who answers the inquiry at the said inquiry desk, An analysis means for analyzing the acquired call audio and extracting keywords related to the inquiry, A history information generation means generates history information showing the history of the inquiry based on the extracted keywords, A ranking information generation means generates ranking information showing ranked information with respect to the query based on the generated historical information, An output control means that causes the generated ranking information to be transmitted to a device that displays the ranking of inquiries on the homepage related to the service based on the generated ranking information, A storage means for storing service information that shows detailed information about the aforementioned service, To make it function as, The aforementioned history information includes the service information selected by the respondent as an answer to the inquiry, associated with each inquiry. The ranking information generation means aggregates the number of times each service information has been selected as the answer based on the history information, and ranks the service information according to the number of selections. program.

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