Processing apparatus, processing method, processing program, and processing system

Abstract

To improve convenience in comparison with prior arts.SOLUTION: A call center 2 comprises: a first processing unit 60 for determining whether or not a complaint word, which is a word indicating a complaint, is included in voice recognition data 54 indicating a content of a call between a customer using a customer terminal 4 and an operator using an operator terminal 16; a second processing unit 62 that when it is determined by the first processing unit 60 that the complaint word is included, compares a routine sentence reading voice volume indicating the operator's previously recorded voice volume with an in-call utterance voice volume indicating the operator's voice volume in call voice data 52 after the complaint word to output a voice volume determination result that is a result of the comparison; and a third processing unit 64 that when the voice volume determination result includes a difference exceeding a voice volume threshold, sets, as a post-processing time, a first complaint treatment time post-processing time, which is longer than a time in the case that the voice volume determination result includes no difference exceeding the voice volume threshold.SELECTED DRAWING: Figure 6

Description

Technical Field

[0001] The present invention relates to a processing device, a processing method, a processing program, and a processing system.

Background Art

[0002] Conventionally, in a call center, an operator receives various inquiries and complaints from customers and performs corresponding processing. As one of the operations for corresponding processing, there is an operator operation of inputting the corresponding content as a record after the call with the customer ends. Such processing performed after the call with the customer ends, such as the content of the inquiry from the customer and the record of the response by the operator, is called post-processing, and the time for performing the post-processing is called post-processing time. When the post-processing ends, the operator becomes in a call-receivable state where the operator can receive the next inquiry call, and the operator performs corresponding processing for the next customer. <​​​​​​​​​​​​​​​​​​​​​​​​​However, each operator has a different tolerance for complaints, and even the same operator may have different tolerances depending on their physical condition, etc. Therefore, it is desirable to set post-handling time that takes into account the psychological burden on the operator handling the customer complaint, depending on the circumstances of the conversation.

[0006] This invention takes the above points into consideration and aims to propose a processing apparatus, processing method, processing program, and processing system that can improve convenience compared to conventional methods. [Means for solving the problem]

[0007] To solve these problems, the present invention provides a processing apparatus that includes: a first processing unit that determines whether or not complaint statements, which are complaint statements, are included in call content information, which shows the content of a call between a customer using a customer device and an operator using an operator device; a second processing unit that, if the first processing unit determines that complaint statements are included, compares first volume information, which shows the volume of the operator's voice, which is pre-recorded, with second volume information, which shows the volume of the operator's voice in call content information after the complaint statements, and outputs first comparison result information, which is the result of the comparison; and a third processing unit that, if there is a difference in the first comparison result information that exceeds a first predetermined information, sets a first post-processing time as the post-processing time, which is longer than the time when there is no difference in the first comparison result information that exceeds a first predetermined information.

[0008] Furthermore, the present invention relates to a processing method for a processing device connected to a customer device used by a user, wherein the processing device includes: a first processing step of determining whether or not complaint statements, which are complaint statements, are included in call content information indicating the content of a call between a customer using the customer device and an operator using the operator device; a second processing step of, if it is determined in the first processing step that complaint statements are included, comparing first volume information indicating the volume of the operator's voice, which has been recorded in advance, with second volume information indicating the volume of the operator's voice in the call content information after the complaint statements, and outputting first comparison result information, which is the result of the comparison; and a third processing step of, if there is a difference in the first comparison result information that exceeds a first predetermined information, setting a first post-processing time as the post-processing time, which is longer than the time when there is no difference in the first comparison result information that exceeds a first predetermined information.

[0009] Furthermore, in the processing program of the present invention, a processing device connected to a customer device used by a user is configured to function as a first processing unit that determines whether or not complaint statements, which are complaint statements, are included in the call content information indicating the content of a call between a customer using the customer device and an operator using the operator device; a second processing unit that, if the first processing unit determines that complaint statements are included, compares first volume information indicating the volume of the operator's voice, which is pre-recorded, with second volume information indicating the volume of the operator's voice in the call content information after the complaint statements, and outputs first comparison result information, which is the result of the comparison; and a third processing unit that, if there is a difference in the first comparison result information that exceeds a first predetermined information, sets a first post-processing time as the post-processing time, which is longer than the time when there is no difference in the first comparison result information that exceeds a first predetermined information.

[0010] Furthermore, the processing system of the present invention includes a first processing unit and a second processing unit. The first processing unit has a first processing unit that determines whether or not complaint statements, which are complaint statements, are included in the call content information, which shows the content of a call between a customer using a customer device and an operator using an operator device, and a third processing unit that sets the post-processing time. The second processing unit has a second processing unit that, when the first processing unit determines that complaint statements are included, compares first volume information, which shows the volume of the operator's voice, which is pre-recorded, with second volume information, which shows the volume of the operator's voice in the call content information after the complaint statements, and outputs first comparison result information, which is the result of the comparison. The third processing unit sets a first post-processing time that is longer than the time when there is no difference in the first comparison result information that exceeds the first predetermined information if there is a difference in the first comparison result information that exceeds the first predetermined information.

[0011] This invention makes it possible to set post-processing time that takes into account the psychological burden on the operator, depending on the situation of the conversation between the customer and the operator. [Effects of the Invention]

[0012] According to the present invention, it is possible to set a post-processing time that takes into account the psychological burden on the operator according to the situation of the conversation between the customer and the operator, thereby realizing a processing device, processing method, processing program, and processing system that can improve convenience compared to conventional methods. [Brief explanation of the drawing]

[0013] [Figure 1] This is a block diagram showing the configuration of a call center system. [Figure 2] This is a block diagram showing the configuration of the business server. [Figure 3] This diagram shows the structure of the complaint database. [Figure 4] This is a block diagram showing the configuration of a voice personal information processing device. [Figure 5] This is a block diagram showing the functional configuration of a call center. [Figure 6]This is a sequence chart showing the customer service processing procedure. [Modes for carrying out the invention]

[0014] The embodiments for carrying out the invention (hereinafter referred to as "embodiments") will be described below with reference to the drawings.

[0015] [1. Call Center System Configuration] As shown in Figure 1, the call center system 1 consists of a call center 2 for a company or other organization and a customer terminal 4 operated by the customer. The call center 2 is connected to the customer terminal 4 via the public network, the Internet NT.

[0016] Call center 2 is equipped with a telephone control device 10, a business server 12, a storage device 14, an operator terminal 16, and a voice personal information processing device 18, which are interconnected via a communication network 20.

[0017] The telephone control device 10 is connected to the Internet NT and connects the customer terminal 4 and the call center 2 via the public network by processing call data and call control procedures. The telephone control device 10 also accepts incoming calls from the customer terminal 4 when a call is initiated between the customer terminal 4 and the operator terminal 16. Furthermore, the telephone control device 10 records the audio of the call between the operator terminal 16 and the customer terminal 4, generates audio data from the recording, and sequentially records this audio data into the storage device 14, accumulating it as call audio data 52. In addition, the telephone control device 10 performs speech recognition on the audio of the call between the operator terminal 16 and the customer terminal 4, generates text data from the speech recognition results, and sequentially records this text data into the storage device 14, accumulating it as speech recognition data 54.

[0018] When the business server 12 as the first processing device receives the voice data of the recording result from the telephone control device 10, it stores the voice data in the storage device 14 as the call voice data 52. Further, when the business server 12 receives the text data of the voice recognition result from the telephone control device 10, it stores the text data in the storage device 14 as the voice recognition data 54. Furthermore, the business server 12 determines whether or not there is a statement indicating a complaint in the conversation content between the customer and the operator. If it is included, the voice personal information processing device 18 is requested to perform a voice volume determination process and a speed determination process (described later). Additionally, the business server 12 sets a post-processing time, which is an input time related to post-processing, according to the conversation content between the customer and the operator.

[0019] The operator terminal 16 is composed of a PC (Personal Computer) and a telephone terminal and is used by an operator who handles telephone calls. The PC has a configuration similar to that of a general personal computer. The telephone terminal is a voice call device having a general telephone function. A plurality of operator terminals 16 are provided in the call center 2.

[0020] The voice personal information processing device 18 as the second processing device is composed of, for example, a PC or a server. It performs a voice volume determination process and a speed determination process (described later) in response to a request from the business server 12 and transmits the voice volume determination result and the speed determination result to the business server 12.

[0021] The customer terminal 4 as the customer device is a voice call device used by the customer and is a communication device for using the call center service provided by the call center 2. The customer terminal 4 is, for example, a fixed telephone terminal or a mobile telephone terminal.

[0022] [2. Configuration of the Business Server] As shown in FIG. 2, the business server 12 has a configuration in which a control unit 22, a storage unit 24, and a communication unit 26 are interconnected via a bus 28.

[0023] The control unit 22 is the part that comprehensively controls the business server 12 and includes a CPU (Central Processing Unit), RAM (Random Access Memory), and ROM (Read Only Memory), etc. (not shown). The control unit 22 performs various processes by using the RAM as a work area and executing various programs read from the ROM and storage unit 24, etc., via the CPU. The control unit 22 also has a timing circuit (not shown) that can acquire the current date and time and measure time.

[0024] Furthermore, the control unit 22 internally forms multiple functional blocks, such as a content determination unit 32 and a time setting unit 34, by executing a predetermined program. The content determination unit 32 compares the call content indicated by the voice recognition data 54 stored in the storage device 14 with the complaint phrase DB 56 (Figure 3) (described later) pre-stored in the storage unit 24 to determine whether or not the call content contains any phrase indicating a complaint.

[0025] The time setting unit 34 sets the post-processing time for the responding operator, who is the operator for whom these volume and speed determination results were received from the voice personal information processing device 18. After the call ends, the responding operator is in an unreceivable state by the telephone control device 10 until the post-processing time has elapsed, during which time they are not assigned calls with customers. Once the post-processing time has elapsed, the telephone control device 10 returns them to an available state where they can be assigned calls with customers.

[0026] The storage unit 24 is a non-volatile storage medium such as an SSD (Solid State Drive) or HDD (Hard Disk Drive), and stores various programs and information. The storage unit 24 also pre-stores a complaint wording DB 56 (Figure 3) that the content determination unit 32 refers to when determining a complaint. As shown in Figure 3, the complaint wording DB 56 stores multiple complaint words, which are words that indicate a complaint spoken by a customer to an operator during a call.

[0027] The communication unit 26 has, for example, a wired LAN (Local Area Network) or wireless LAN interface, and transmits and receives various information with the telephone control device 10 and the voice personal information processing device 18 via the communication network 20 (Figure 1).

[0028] [3. Configuration of the Voice Personal Information Processing Device] As shown in Figure 4, the voice personal information processing device 18 is composed of a general-purpose PC or server, and the control unit 40, storage unit 42, and communication unit 44 are interconnected via a bus 46.

[0029] The control unit 40 is the part that comprehensively controls the voice personal information processing device 18, and, like the control unit 22 of the business server 12, has a CPU, RAM, ROM, etc. (not shown). The control unit 40 performs various processes by using the RAM as a work area and executing various programs read from the ROM and storage unit 42, etc., using the CPU.

[0030] Furthermore, the control unit 40 internally forms multiple functional blocks, such as a volume determination unit 48 and a speed determination unit 50, by executing a predetermined program. The volume determination unit 48 performs volume determination processing (details will be described later). The speed determination unit 50 performs speed determination processing (details will be described later).

[0031] Prior to the customer service processing procedure RT1 described later, the operator undergoes regular customer service training. During training, the operator reads aloud a standard phrase that they always say when interacting with customers. The business server 12 records the audio of this standard phrase and stores the recorded audio (hereinafter also called the standard phrase reading audio) as voice personal information 58 (Figure 1) in the storage device 14. This data includes the volume of the recorded audio (hereinafter also called the standard phrase reading volume) and the speed at which the standard phrase is read aloud (hereinafter also called the standard phrase reading speed).

[0032] When the control unit 40 receives a request for volume and speed determination from the business server 12, it reads the call audio data 52 from the storage device 14, analyzes the call record from the point onward where it was determined to be a complaint, and detects and extracts voices that match the standard phrases in the voice personal information 58 that has been previously stored in the storage device 14.

[0033] If the control unit 40 can extract (i.e., detect) speech that matches a standard phrase in the call record from the point in time when a complaint is determined to have occurred until the end of the call in the speech recognition data 54, it performs a speech volume determination process using the speech volume determination unit 48 and a speech speed determination process using the speech speed determination unit 50.

[0034] Specifically, in the volume determination process, the volume determination unit 48 quantifies and averages the volume of speech that matches the standard phrase extracted from the call audio data 52 from the point in time when a complaint is determined until the end of the call (hereinafter also referred to as the volume of speech of the standard phrase during the call). Subsequently, the volume determination unit 48 compares the volume of speech of reading the standard phrase with the volume of speech of the standard phrase during the call and sends the volume determination result, which is the comparison result, to the business server 12.

[0035] The volume determination results include information indicating that there is a difference of a volume threshold or greater between the volume of voice reading a predefined phrase during a call and the volume of voice reading a predefined phrase during a call, if the volume of voice reading a predefined phrase during a call is greater than the volume of voice reading a predefined phrase during a call, or if the volume of voice reading a predefined phrase during a call is less than the volume of voice reading a predefined phrase during a call, and the difference between the two is greater than or equal to a predetermined second volume threshold. On the other hand, the volume determination results include information indicating that if the volume of pre-written phrases spoken during a call is greater than the volume of pre-written phrases read aloud, but the difference between the two is less than a predetermined first volume threshold, and if the volume of pre-written phrases spoken during a call is less than the volume of pre-written phrases read aloud, but the difference between the two is less than a predetermined second volume threshold, then there is no difference greater than the volume threshold between the volume of pre-written phrases read aloud and the volume of pre-written phrases spoken during a call.

[0036] Specifically, in the speed determination process, the speed determination unit 50 quantifies and averages the speed at which the voice of the phrase matching the standard phrase in the voice personal information 58 is spoken in the call audio data 52 from the point in time when a complaint is determined until the end of the call (hereinafter referred to as the in-call speaking speed). Subsequently, the speed determination unit 50 compares the standard phrase reading speed and the in-call speaking speed, and sends the speed determination result, which is the comparison result, to the business server 12.

[0037] The speed determination result includes information indicating that there is a difference of more than the speed threshold between the speech rate and the speech rate if the speech rate during a call is faster than the speech rate at which the predefined text is read, and the difference between the two is greater than or equal to a predetermined first speed threshold, or if the speech rate during a call is slower than the speech rate at which the predefined text is read, and the difference between the two is greater than or equal to a predetermined second speed threshold. On the other hand, the speed determination result includes information indicating that there is no difference of more than the speed threshold between the speech rate and the speech rate if the speech rate during a call is faster than the speech rate at which the predefined text is read, but the difference between the two is less than a predetermined first speed threshold, and the speech rate during a call is slower than the speech rate at which the predefined text is read, but the difference between the two is less than a predetermined second speed threshold.

[0038] On the other hand, if the control unit 40 is unable to extract (i.e., detect) any voice matching the standard phrase in the call record from the point in time when a complaint is determined to have occurred until the end of the call in the voice recognition data 54, the control unit 40 will not perform the speed determination process by the speed determination unit 50, but will instead perform the volume determination process by the volume determination unit 48.

[0039] Specifically, in the volume determination process, the volume determination unit 48 quantifies and averages the volume of speech extracted from the call audio data 52 from the point in time when a complaint is determined until the end of the call (hereinafter also referred to as the volume of speech during the call). Subsequently, the volume determination unit 48 compares the volume of speech when reading a predefined phrase with the volume of speech during the call and sends the volume determination result, which is the result of the comparison, to the business server 12.

[0040] The volume determination result includes information indicating that there is a difference of a volume threshold or greater between the volume of voice reading a predefined text and the volume of voice reading a predefined text if the volume of voice uttered during a call is greater than the volume of voice reading a predefined text and the difference between the two is greater than or equal to a predetermined first volume threshold, or if the volume of voice uttered during a call is less than the volume of voice reading a predefined text and the difference between the two is greater than or equal to a predetermined second volume threshold. On the other hand, the volume determination result includes information indicating that there is no difference of a volume threshold or greater between the volume of voice reading a predefined text and the volume of voice uttered during a call if the volume of voice uttered during a call is greater than the volume of voice reading a predefined text but the difference between the two is less than a predetermined first volume threshold, and the volume of voice uttered during a call is less than the volume of voice reading a predefined text but the difference between the two is less than a predetermined second volume threshold.

[0041] Specifically, the speed determination unit 50 sends a speed determination result to the business server 12 indicating that it could not find a standard phrase during the speed determination process. In the following, when there is no particular distinction between the volume of speech during a call and the volume of speech of a standard phrase during a call, the volume of speech during a call and the volume of speech of a standard phrase during a call will be collectively referred to simply as the volume of speech during a call.

[0042] The storage unit 42, like the storage unit 24 of the business server 12, is a non-volatile storage medium such as an SSD or HDD, and stores various programs and information. The communication unit 44, like the communication unit 26 of the business server 12, has interfaces such as a wired LAN or wireless LAN, and sends and receives various information between the telephone control device 10 and the business server 12 via the communication network 20 (Figure 1).

[0043] [4. Customer Service Processing] Next, we will explain the customer service processing procedure RT1 shown in Figure 6, which is the process of making a call between the customer terminal 4 and the operator terminal 16 in the call center system 1. In step SP1, the customer terminal 4 sends a connection request to the telephone control device 10 based on the customer's operation to make a call to the call center 2. Upon receiving the connection request from the customer terminal 4, in step SP2 the telephone control device 10 obtains the telephone number related to the incoming call and assigns the connection related to the received connection request to the operator terminal 16. In step SP3, a call is initiated between the operator terminal 16, to which the call has been assigned, and the customer terminal 4.

[0044] In step SP4, the telephone control device 10 starts recording and simultaneously starts speech recognition of the call audio, sequentially recording and storing the call audio data 52 and speech recognition data 54 in the storage device 14 via the business server 12. The telephone control device 10 continuously records the call audio and performs speech recognition from the start to the end of the call.

[0045] In step SP5, the control unit 22 of the business server 12 sequentially reads the speech recognition data 54 from the storage device 14 using the communication unit 26, and the content determination unit 32 determines whether or not there is any text in the speech recognition data 54 that matches the text recorded in the complaint text DB 56. If a positive result is obtained here, this indicates that the speech recognition data 54 contains complaint text, and in step SP6, the control unit 22 sends a voice volume and speed determination request to the control unit 40 of the voice personal information processing device 18 using the communication unit 26, requesting voice volume determination processing and speed determination processing.

[0046] On the other hand, in step SP5, if a negative result is obtained and no words matching the words recorded in the complaint word DB 56 exist in the speech recognition data 54 until the end of the call, it indicates that the speech recognition data 54 does not contain any complaint words, and in this case the control unit 22 does not send a request for volume and speed determination to the control unit 40 of the speech personal information processing device 18.

[0047] When the communication unit 44 receives a voice volume and speed determination request from the business server 12, in step SP7 the control unit 40 of the voice personal information processing device 18 starts voice volume determination processing with the voice volume determination unit 48, and in step SP8 the speed determination processing with the speed determination unit 50.

[0048] Subsequently, in step SP9, the call between the operator terminal 16 and the customer terminal 4 ends. When the call ends, in step SP10, the voice personal information processing device 18 detects the disconnection between the operator terminal 16 and the customer terminal 4 and proceeds to step SP11. In step SP11, the voice personal information processing device 18 sends a disconnection notification to the business server 12 and the voice personal information processing device 18 indicating that the operator terminal 16 and the customer terminal 4 have been disconnected.

[0049] When the communication unit 44 receives a disconnection notification from the voice personal information processing device 18, in step SP12, the control unit 40 of the voice personal information processing device 18 compares the volume of the voice reading of the predefined text with the volume of the voice spoken during the call using the volume determination unit 48 to determine the volume. In step SP13, the control unit 40 compares the speed of the voice reading of the predefined text with the speed of the voice spoken during the call using the speed determination unit 50 to determine the speed.

[0050] In step SP14, the control unit 40 transmits the volume determination result from the volume determination unit 48 to the business server 12 via the communication unit 44, and proceeds to step SP15. In step SP15, the control unit 40 transmits the speed determination result from the speed determination unit 50 to the business server 12 via the communication unit 44.

[0051] When the voice volume determination result and speed determination result are received by the communication unit 26 from the voice personal information processing device 18, in step SP16, the control unit 40 of the voice personal information processing device 18 sets the post-processing time for the corresponding operator by the time setting unit 34 based on the voice volume determination result and speed determination result.

[0052] Specifically, in the complaint determination process that started in step SP5 and continued until the end of the call, if the time setting unit 34 determines that there is no wording in the speech recognition data 54 that matches the wording recorded in the complaint wording DB 56, it sets the normal post-handling time (for example, 5 minutes) as the post-handling time for the responding operator.

[0053] Furthermore, if the time setting unit 34 determines that there is wording in the speech recognition data 54 that matches the wording recorded in the complaint wording DB 56, and the volume determination result includes information that there is no difference of more than a volume threshold between the volume of voice when reading a predefined phrase and the volume of voice when speaking during a call, and the speed determination result includes information that there is no difference of more than a speed threshold between the speed of reading a predefined phrase and the speed of voice when speaking during a call, then the time setting unit 34 sets the normal post-handling time as the post-handling time for the responding operator.

[0054] Furthermore, if the time setting unit 34 determines that there is a phrase in the speech recognition data 54 that matches the phrase recorded in the complaint phrase DB 56, and the volume determination result includes information that there is a difference of more than a volume threshold between the volume when reading the standard phrase and the volume when speaking during the call, and the speed determination result includes information that it was not possible to extract speech that matches the standard phrase, then it sets a first complaint handling post-processing time (e.g., 10 minutes) which is longer than the normal post-processing time for handling complaints, as the post-processing time for the handling operator.

[0055] Furthermore, if the time setting unit 34 determines that there is a phrase in the speech recognition data 54 that matches a phrase recorded in the complaint phrase DB 56, and the volume determination result includes information that there is a difference of more than a volume threshold between the volume when reading the predefined phrase and the volume when speaking during the call, and the speed determination result includes information that there is a difference of more than a speed threshold between the speed when reading the predefined phrase and the speed when speaking during the call, then the time setting unit 34 sets a second complaint handling post-processing time (e.g., 15 minutes) which is longer than the first complaint handling post-processing time, as the post-processing time for the responding operator.

[0056] [5. Call Center Functional Configuration] Here, the basic functions related to customer service processing in Call Center 2 can be represented by a functional block diagram as shown in Figure 5.

[0057] The first processing unit 60 corresponds to the content determination unit 32 (Figure 2) of the business server 12 and determines whether the call audio data 52 and speech recognition data 54, which are call content information indicating the content of a call between a customer using a customer terminal 4 as a customer device and an operator using an operator terminal 16 as an operator device, contain complaint statements.

[0058] The second processing unit 62 corresponds to the volume determination unit 48 (Figure 4) of the voice personal information processing device 18. When the first processing unit 60 determines that a complaint is included, it compares the volume of the operator reading a standard phrase, which is pre-recorded volume information and recorded in the voice personal information 58, with the volume of the operator speaking during the call, which is second volume information and indicates the operator's volume in the call voice data 52 after the complaint. The second processing unit 62 outputs a volume determination result as first comparison result information, which is the result of the comparison.

[0059] The third processing unit 64 corresponds to the time setting unit 34 (Figure 2) of the business server 12. If the volume of the first volume information and the second volume information differ significantly in the first comparison result information, and the difference exceeds the first predetermined information which is a preset volume threshold, then the first complaint handling post-processing time is set as the post-processing time, which is longer than the time when there is no difference exceeding the first predetermined information in the first comparison result information.

[0060] Furthermore, if the second comparison result information obtained by the fourth processing unit 66, described later, shows a significant difference between the speeds of the first speed information and the second speed information, and the difference exceeds a predetermined speed threshold, the third processing unit 64 sets a second complaint handling post-processing time as the post-processing time, which is longer than the time when there is no difference exceeding the first predetermined information in the first comparison result information.

[0061] The fourth processing unit 66 corresponds to the speed determination unit 50 (Figure 2) of the business server 12. When the first processing unit 60 determines that a complaint statement is included, it compares the standard phrase reading speed, which is the first speed information indicating the speed at which the standard phrase is read aloud by the operator, as recorded in advance in the voice personal information 58, with the in-call utterance speed, which is the second speed information indicating the speed at which the standard phrase is spoken by the operator in the call voice data 52 after the complaint statement, and outputs the speed determination result as the second comparison result information, which is the result of the comparison.

[0062] [6. Effects, etc.] In the above configuration, if Call Center 2 determines that the content of the call includes complaint statements, it compares the volume of the pre-written statement read aloud with the volume of the spoken words during the call, and also compares the speed of the pre-written statement read aloud with the speed of the spoken words during the call. If there is a difference of more than a volume threshold between the volume of the pre-written statement read aloud and the volume of the spoken words during the call, and there is a difference of more than a speed threshold between the speed of the pre-written statement read aloud and the speed of the spoken words during the call, it determines that the operator has experienced psychological stress from the interaction with the customer, and sets a second complaint handling post-processing time, which is longer than the normal post-processing time, as the post-processing time for the handling operator.

[0063] Therefore, Call Center 2 can set a longer post-call processing time in situations that affect the psychological burden on the responding operator, and can prevent the operator's workload from increasing due to a too-short post-call processing time.

[0064] On the other hand, if Call Center 2 determines that the call content includes complaints, but there is no difference exceeding the volume threshold between the volume at which the pre-written message is read and the volume at which the speaker is speaking during the call, and there is no difference exceeding the speed threshold between the speed at which the pre-written message is read and the speed at which the speaker is speaking during the call, then the call center sets the normal post-call processing time as the post-call processing time for the handling operator.

[0065] Therefore, Call Center 2 can prevent setting excessively long after-call processing times in situations where it does not affect the psychological burden on the responding operators and there is no need to set long after-call processing times, thereby eliminating unnecessary waiting time for responding operators.

[0066] Thus, when the volume and speaking speed of an operator during a call differ from those of the operator when not speaking with a customer, Call Center 2 determines that this is affecting the operator's psychological burden and sets the operator's post-call processing time to be longer than usual. As a result, Call Center 2 can return the operator from an unavailable state to an available state at an appropriate time, thereby enabling the smooth operation of Call Center 2.

[0067] Furthermore, if Call Center 2 determines that the call does not contain any complaints, it sets the after-call processing time for the handling operator to the normal after-call processing time. This prevents Call Center 2 from setting excessively long after-call processing times when the call does not contain any complaints and there is no need to set a long after-call processing time.

[0068] Furthermore, if Call Center 2 can extract audio matching a standard phrase from the call record in the call audio data 52 after the point in time when a complaint is determined, it compares the volume of the standard phrase being read with the volume of the standard phrase spoken during the call, as well as the speed of reading the standard phrase with the speed of speaking during the call. On the other hand, if Call Center 2 cannot extract audio matching a standard phrase from the call record in the call audio data 52 after the point in time when a complaint is determined, it does not compare the speed of reading the standard phrase with the speed of speaking during the call, but instead compares the volume of the standard phrase being read with the volume of speaking during the call.

[0069] Therefore, even if call center 2 cannot extract audio that matches the standard phrase from the call record after the point in time when it was determined to be a complaint in the call audio data 52, it can set a post-processing time that takes into account at least the psychological burden on the operator based on changes in volume by comparing the volume of the standard phrase being read with the volume of speech during the call.

[0070] With the above configuration, the call center 2 includes a first processing unit 60 that determines whether or not complaint statements, which are words indicating a complaint, are included in the speech recognition data 54 that shows the content of a conversation between a customer using a customer terminal 4 and an operator using an operator terminal 16; a second processing unit 62 that, if the first processing unit 60 determines that complaint statements are included, compares the volume of a pre-recorded standard phrase indicating the volume of the operator's voice with the volume of the operator's voice spoken during the call, which indicates the volume of the operator's voice in the call audio data 52 after the complaint statements, and outputs a volume determination result, which is the result of the comparison; and a third processing unit 64 that, if there is a difference in the volume determination result that exceeds the volume threshold, sets the post-processing time for the first complaint response to be longer than the time when there is no difference that exceeds the volume threshold.

[0071] This allows call center 2 to set post-processing time that takes into account the psychological burden on the operator, depending on the situation of the conversation between the customer and the operator.

[0072] [7. Other Embodiments] In the above-described embodiment, the call center 2, when it determines that the call content includes complaint statements, compares the volume of the pre-written statement read aloud with the volume of the spoken voice during the call, as well as the reading speed of the pre-written statement with the speaking speed during the call. The present invention is not limited to this, and the call center 2 may continuously compare the volume of the pre-written statement read aloud with the volume of the spoken voice during the call, as well as the reading speed of the pre-written statement with the speaking speed during the call, from the start of the call to the end of the call, regardless of whether the call content includes complaint statements or not.

[0073] Furthermore, in the above-described embodiment, the voice personal information processing device 18 performs speed determination processing by the speed determination unit 50 and volume determination processing by the volume determination unit 48 if it can extract voice that matches a standard phrase from the call record from the time the voice recognition data 54 is determined to be a complaint until the end of the call. On the other hand, if it cannot extract voice that matches a standard phrase from the call record from the time the voice recognition data 54 is determined to be a complaint until the end of the call, the speed determination unit 50 does not perform speed determination processing, and the volume determination unit 48 performs volume determination processing. The present invention is not limited to this, and even if the voice personal information processing device 18 can extract voice that matches a standard phrase from the call record from the time the voice recognition data 54 is determined to be a complaint until the end of the call, it may perform volume determination processing by the volume determination unit 48 without performing speed determination processing by the speed determination unit 50, or it may perform speed determination processing by the speed determination unit 50 without performing volume determination processing by the volume determination unit 48.

[0074] Furthermore, in the above-described embodiment, the case in which the business server 12 sets the post-processing time for the second complaint response to be longer than the post-processing time for the first complaint response has been described. The present invention is not limited to this, and the business server 12 may set the post-processing time for the first complaint response and the post-processing time for the second complaint response to be the same length of time.

[0075] Furthermore, in the above-described embodiment, the voice personal information processing device 18 has been described in which the volume determination unit 48 and the speed determination unit 50 are configured as software functional blocks by executing various programs in the control unit 40. The present invention is not limited to this, and the voice personal information processing device 18 may also have the volume determination unit 48 and the speed determination unit 50 configured by hardware, or they may be realized through the cooperation of hardware and software.

[0076] Furthermore, the above-described embodiment mentions the case where the volume determination unit 48 and the speed determination unit 50 are provided in the voice personal information processing device 18. The present invention is not limited to this, and the volume determination unit 48 and the speed determination unit 50 blocks may be configured in the business server 12 by executing various programs in the control unit 22 of the business server 12.

[0077] Furthermore, the above-described embodiment described the case in which the present invention is applied to a call center system 1, which is a specific example of a processing system. The present invention is not limited to this, and may be applied to a processing system with a configuration different from that of the call center system 1. Moreover, the above-described embodiment described the case in which the present invention is applied to an operator terminal 16, which is a specific example of a processing device. The present invention is not limited to this, and may be applied to a processing device with a configuration different from that of the operator terminal 16.

[0078] Furthermore, the present invention is not limited to the embodiments described above and other embodiments. That is, the scope of the present invention extends to embodiments that arbitrarily combine some or all of the embodiments described above and other embodiments. In addition, the scope of the present invention also extends when a part of the configuration described in any embodiment among the embodiments described above and other embodiments is extracted and substituted or adapted for a part of the configuration of any embodiment among the embodiments described above and other embodiments, or when the extracted part of the configuration is added to any embodiment.

[0079] Furthermore, in the above-described embodiment, we have described a case in which the call center 2 as a processing unit is configured by a first processing unit 60 as a first processing unit, a second processing unit 62 as a second processing unit, and a third processing unit 64 as a third processing unit. The present invention is not limited to this, and the processing unit may be configured by a first processing unit, a second processing unit, and a third processing unit having various other configurations.

[0080] [8. Addendum] With regard to the embodiments described above, the following additional information is disclosed.

[0081] To solve these problems, the present invention provides a processing apparatus that includes: a first processing unit that determines whether or not complaint statements, which are complaint statements, are included in call content information, which shows the content of a call between a customer using a customer device and an operator using an operator device; a second processing unit that, if the first processing unit determines that complaint statements are included, compares first volume information, which shows the volume of the operator's voice, which is pre-recorded, with second volume information, which shows the volume of the operator's voice in call content information after the complaint statements, and outputs first comparison result information, which is the result of the comparison; and a third processing unit that, if there is a difference in the first comparison result information that exceeds a first predetermined information, sets a first post-processing time as the post-processing time, which is longer than the time when there is no difference in the first comparison result information that exceeds a first predetermined information.

[0082] As a result, the processing device of the present invention can set a post-processing time that takes into account the psychological burden on the operator according to the situation of the conversation between the customer and the operator, thereby improving convenience compared to conventional methods.

[0083] Furthermore, the processing unit is further equipped with a fourth processing unit that, when the first processing unit determines that a complaint statement is included, compares first speed information, which indicates the speed at which a pre-recorded standard phrase is read aloud by an operator, with second speed information, which indicates the speed at which the operator speaks the standard phrase in the call content information after the complaint statement, and outputs second comparison result information, which is the result of the comparison. The third processing unit is configured to set a second post-processing time as the post-processing time, which is longer than the time when there is no difference in the first comparison result information that exceeds the first predetermined information, if there is a difference in the first comparison result information that exceeds the first predetermined information, and there is a difference in the second comparison result information that exceeds the second predetermined information.

[0084] As a result, the processing device can set a longer post-processing time when there is a difference in the first comparison result information that exceeds the first predetermined information, and when there is a difference in the second comparison result information that exceeds the second predetermined information, compared to when there is no difference in the first comparison result information that exceeds the first predetermined information.

[0085] Furthermore, the first post-processing time and the second post-processing time were made to be the same.

[0086] Furthermore, the processing unit is further equipped with a control unit that determines whether or not a standard phrase exists in the call content information after the complaint statement. If it determines that a standard phrase exists, the second processing unit compares the first volume information and the second volume information and outputs the first comparison result information, while the fourth processing unit compares the first speed information and the second speed information and outputs the second comparison result information. On the other hand, if it determines that a standard phrase does not exist, the second processing unit compares the first volume information and the second volume information and outputs the first comparison result information.

[0087] As a result, even if the processing unit cannot compare the first and second velocity information because there is no predefined text in the call content information after the complaint statement, it can set the post-processing time based on the comparison result between the first and second volume information.

[0088] Furthermore, if the first processing unit determines that no complaint statements are included, and there is a difference in the first comparison result information that exceeds the first predetermined information, and there is a difference in the second comparison result information that exceeds the second predetermined information, the third processing unit sets a post-processing time shorter than the first post-processing time.

[0089] This allows the processing unit to set the normal post-processing time if no complaint statements are included, preventing it from setting an excessively long post-processing time when it is not necessary.

[0090] Furthermore, the post-processing time was defined as the time spent by the operator to perform post-processing tasks after the call with the customer has concluded.

[0091] Furthermore, the present invention relates to a processing method for a processing device connected to a customer device used by a user, wherein the processing device includes: a first processing step of determining whether or not complaint statements, which are complaint statements, are included in call content information indicating the content of a call between a customer using the customer device and an operator using the operator device; a second processing step of, if it is determined in the first processing step that complaint statements are included, comparing first volume information indicating the volume of the operator's voice, which has been recorded in advance, with second volume information indicating the volume of the operator's voice in call content information after the complaint statements, and outputting first comparison result information, which is the result of the comparison; and a third processing step of, if there is a difference in the first comparison result information that exceeds a first predetermined information, setting a first post-processing time as the post-processing time, which is longer than the time when there is no difference in the first comparison result information that exceeds a first predetermined information.

[0092] As a result, in the processing method of the present invention, it is possible to set a post-processing time that takes into account the psychological burden on the operator according to the situation of the conversation between the customer and the operator, thereby improving convenience compared to conventional methods.

[0093] Furthermore, in the processing program of the present invention, a processing device connected to a customer device used by a user is configured to function as a first processing unit that determines whether or not complaint statements, which are complaint statements, are included in the call content information indicating the content of a call between a customer using the customer device and an operator using the operator device; a second processing unit that, if the first processing unit determines that complaint statements are included, compares first volume information indicating the volume of the operator's voice, which has been recorded in advance, with second volume information indicating the volume of the operator's voice in the call content information after the complaint statements, and outputs first comparison result information, which is the result of the comparison; and a third processing unit that, if there is a difference in the first comparison result information that exceeds a first predetermined information, sets a first post-processing time as the post-processing time, which is longer than the time when there is no difference in the first comparison result information that exceeds a first predetermined information.

[0094] As a result, the processing program of the present invention can set a post-processing time that takes into account the psychological burden on the operator according to the situation of the conversation between the customer and the operator, thereby improving convenience compared to conventional methods.

[0095] Furthermore, the processing system of the present invention includes a first processing unit and a second processing unit. The first processing unit has a first processing unit that determines whether or not complaint statements, which are complaint statements, are included in the call content information, which shows the content of a call between a customer using a customer device and an operator using an operator device, and a third processing unit that sets the post-processing time. The second processing unit has a second processing unit that, when the first processing unit determines that complaint statements are included, compares first volume information, which shows the volume of the operator's voice, which is pre-recorded, with second volume information, which shows the volume of the operator's voice in the call content information after the complaint statements, and outputs first comparison result information, which is the result of the comparison. The third processing unit sets a first post-processing time that is longer than the time when there is no difference in the first comparison result information that exceeds the first predetermined information if there is a difference in the first comparison result information that exceeds the first predetermined information.

[0096] As a result, in the processing system of the present invention, it is possible to set a post-processing time that takes into account the psychological burden on the operator according to the situation of the conversation between the customer and the operator, thereby improving convenience compared to conventional methods. [Industrial applicability]

[0097] This invention can be widely used in customer service systems such as call center systems. [Explanation of Symbols]

[0098] 1...Call center system, 2...Call center, 4...Customer terminal, 10...Telephone control device, 12...Business server, 14...Storage device, 16...Operator terminal, 18...Voice personal information processing device, 20...Communication network, 22...Control unit, 24...Storage unit, 26...Communication unit, 28...Bus, 32...Content determination unit, 34...Time setting unit, 40...Control unit, 42...Storage unit, 44...Communication unit, 46...Bus, 48...Volume determination unit, 50...Speed ​​determination unit, 52...Call voice data, 54...Voice recognition data, 56...Complaint wording DB, 58...Voice personal information, 60...First processing unit, 62...Second processing unit, 64...Third processing unit, 66...Fourth processing unit.

Claims

1. A first processing unit determines whether or not the call content information, which shows the content of a call between a customer using customer equipment and an operator using operator equipment, contains complaint wording, which is wording indicating a complaint. When the first processing unit determines that the complaint statement is included, the second processing unit compares a first volume information indicating the volume of the operator's voice, which has been recorded in advance, with a second volume information indicating the volume of the operator's voice in the call content information after the complaint statement, and outputs a first comparison result information which is the result of the comparison. A third processing unit sets a first post-processing time as the post-processing time if there is a difference in the first comparison result information that exceeds the first predetermined information, which is longer than the time when there is no difference in the first comparison result information that exceeds the first predetermined information. A processing apparatus characterized by comprising:

2. If the first processing unit determines that the complaint statement is included, the fourth processing unit compares first speed information, which indicates the speed at which the pre-recorded standard phrase is read aloud by the operator, with second speed information, which indicates the speed at which the operator speaks the standard phrase in the call content information after the complaint statement, and outputs second comparison result information, which is the result of the comparison. Furthermore, The third processing unit sets a second post-processing time as the post-processing time if there is a difference in the first comparison result information that exceeds the first predetermined information, and there is a difference in the second comparison result information that exceeds the second predetermined information, which is longer than the time when there is no difference in the first comparison result information that exceeds the first predetermined information. The apparatus according to claim 1.

3. The first post-processing time and the second post-processing time are the same amount of time. The apparatus according to feature 2.

4. The control unit determines whether the standard phrase exists in the call content information after the complaint statement. If it determines that the standard phrase exists, the second processing unit compares the first volume information and the second volume information and outputs the first comparison result information, and the fourth processing unit compares the first speed information and the second speed information and outputs the second comparison result information. On the other hand, if it determines that the standard phrase does not exist, the second processing unit compares the first volume information and the second volume information and outputs the first comparison result information. The apparatus according to claim 2, further comprising:

5. The third processing unit is, If the first processing unit determines that the complaint statement is not included, the post-processing time is set to be shorter than the first post-processing time. The apparatus according to claim 1.

6. The aforementioned post-processing time is the time spent by the operator on post-processing after the call with the customer has been completed. The apparatus according to any one of claims 1 to 5.

7. A processing method for a processing unit connected to a customer device used by a user, The aforementioned processing apparatus is A first processing step involves determining whether the call content information, which shows the content of a call between a customer using customer equipment and an operator using operator equipment, contains complaint wording, which is wording indicating a complaint. If it is determined in the first processing step that the complaint statement is included, the second processing step compares first volume information indicating the volume of the operator's voice, which has been recorded in advance, with second volume information indicating the volume of the operator's voice in the call content information after the complaint statement, and outputs first comparison result information, which is the result of the comparison. If there is a difference in the first comparison result information that exceeds the first predetermined information, a third processing step is taken to set a first post-processing time as the post-processing time that is longer than the time when there is no difference in the first comparison result information that exceeds the first predetermined information. A processing method characterized by having the following:

8. A processing unit connected to customer equipment used by the user, A first processing unit determines whether or not the call content information, which shows the content of a call between a customer using customer equipment and an operator using operator equipment, contains complaint wording, which is wording indicating a complaint. When the first processing unit determines that the complaint statement is included, the second processing unit compares a first volume information indicating the volume of the operator's voice, which has been recorded in advance, with a second volume information indicating the volume of the operator's voice in the call content information after the complaint statement, and outputs a first comparison result information which is the result of the comparison. A third processing unit sets a first post-processing time as the post-processing time if there is a difference in the first comparison result information that exceeds the first predetermined information, which is longer than the time when there is no difference in the first comparison result information that exceeds the first predetermined information. A processing program to make it work.

9. It has a first processing unit and a second processing unit, The first processing apparatus is A first processing unit determines whether or not the call content information, which shows the content of a call between a customer using customer equipment and an operator using operator equipment, contains complaint wording, which is wording indicating a complaint. A third processing unit that sets the post-processing time and Equipped with, The second processing apparatus is When the first processing unit determines that the complaint statement is included, the second processing unit compares a first volume information indicating the volume of the operator's voice, which has been recorded in advance, with a second volume information indicating the volume of the operator's voice in the call content information after the complaint statement, and outputs a first comparison result information which is the result of the comparison. Equipped with, The third processing unit is, If there is a difference in the first comparison result information that exceeds the first predetermined information, the first post-processing time is set to be longer than the time when there is no difference in the first comparison result information that exceeds the first predetermined information. A processing system characterized by the following:

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