A call control device, call control method, and call control program that utilize call control information to combat nuisance calls and customer harassment.

Abstract

Sufficient measures should be taken to prevent nuisance calls and customer harassment. [Solution] The call control device 20 includes a nuisance level analysis unit 213 and a call control unit 211. The nuisance level analysis unit 213 determines the destination of the call based on the nuisance level calculated from the results of analyzing the utterance of the user who initiated the call. The call control unit 211 forwards the call to the destination determined by the nuisance level analysis unit 213.

Description

Technical Field

[0001] The present invention relates to a call control device, a call control method, and a call control program that take countermeasures against nuisance calls and customer harassment utilizing call control information.

Background Art

[0002] Conventionally, IVR (Interactive Voice Response), which is a technology for automatically responding by voice in accordance with operations of a telephone caller, is known (see, for example, Non-Patent Document 1). For example, according to IVR, the burden on operators of a contact center can be reduced.

[0003] There is also known a technology in which recommendation information is generated based on a history of operator responses to a user who has called a contact center, and the generated recommendation information is displayed on an operator's terminal (see, for example, Patent Document 1).

Prior Art Documents

Patent Documents

[0004]

Patent Document 1

Non-Patent Documents

[0005]

Non-Patent Document 1

Summary of the Invention

Problem to be Solved by the Invention

[0006] However, with conventional technologies, there is a problem that countermeasures against nuisance calls and customer harassment are not sufficient.

[0007] Recently, there has been an increase in nuisance calls and customer harassment via telephone. Nuisance calls and customer harassment reduce the work efficiency of individuals and companies and cause mental stress to those involved. Conventional technologies cannot automatically take measures against nuisance calls and customer harassment.

[0008] This invention has been made in view of the above, and aims to provide sufficient countermeasures against nuisance calls and customer harassment. [Means for solving the problem]

[0009] To solve the above-mentioned problems and achieve the objective, the call control device of the present invention includes a nuisance level analysis unit that determines the destination of the call according to the level of nuisance calculated based on the results of analyzing the utterance of the user who initiated the call, and a call control unit that forwards the call to the destination determined by the nuisance level analysis unit. [Effects of the Invention]

[0010] According to the present invention, sufficient measures can be taken against nuisance calls and customer harassment. [Brief explanation of the drawing]

[0011] [Figure 1] Figure 1 is a diagram illustrating the overview of the system according to the first embodiment. [Figure 2] Figure 2 shows an example of call control information. [Figure 3] Figure 3 shows an example of customer interaction history information. [Figure 4] Figure 4 shows an example of excellent response information. [Figure 5] Figure 5 shows an example of threshold information. [Figure 6] Figure 6 is a flowchart showing the pre-processing flow of the call control device. [Figure 7] Figure 7 is a flowchart showing the call distribution process of the call control device. [Figure 8] FIG. 8 is a sequence diagram of the first embodiment. [Figure 9] FIG. 9 is a diagram illustrating a configuration example of a computer that executes a call control program. [Mode for Carrying Out the Invention]

[0012] Hereinafter, a call control device, a call control method, and a call control program for countermeasures against nuisance calls and customer harassment using call control information according to the present application will be described in detail based on the drawings. It should be noted that the present invention is not limited to the embodiments described below.

[0013] [First Embodiment] FIG. 1 is a diagram for explaining an outline of a system according to the first embodiment. The call control device 20 performs call control between a caller and a callee. Call control includes call connection, call disconnection, and the like. For example, the call control device 20 performs call control in accordance with SIP (Session Initiation Protocol). The call control device 20 may also be referred to as a call control server.

[0014] The caller and the callee are communication terminals equipped with a telephone function. The communication terminal is a fixed-line telephone, an IP (Internet Protocol) telephone, a smartphone, or the like.

[0015] The call control device 20 can transfer a call originated from the caller to the callee. After the call is transferred, a call is started between the caller and the callee. The call is performed via utterance. The utterance may be human speech, or may be recorded or synthesized speech for automatic response.

[0016] The call control device 20 can terminate the call. Note that termination of a call includes control to disconnect the call without transferring it.

[0017] Further, the call control device 20 can record information related to call control. For example, the call control device 20 associates and records the caller telephone number, the recipient telephone number, the call origination date and time, and the like as call control information.

[0018] In the first embodiment, the call control device 20 transfers a call originated from a communication terminal used by a user to a communication terminal of a contact center. The communication terminal 10 is used by a user. The communication terminal 311a and the like are communication terminals of the contact center.

[0019] The contact center 3a in Fig. 1 includes a service window 31a and a service window 32a. For example, the contact center 3a is a collection of service windows that receive telephone inquiries to a company. The service window 31a and the service window 32a are inquiry destinations (person in charge or department in charge) that handle different types of inquiries from each other.

[0020] One or more operators belong to each service window. An operator of the service window 31a uses the communication terminal 311a. An operator of the service window 32a uses the communication terminal 321a.

[0021] The contact center 3b may belong to the same company as the contact center 3a, or may belong to a different company. Descriptions of parts common to the contact center 3a regarding the contact center 3b will be omitted as appropriate.

[0022] The contact center 3b includes a service window 31b and a service window 32b. An operator of the service window 31b uses the communication terminal 311b. An operator of the service window 32b uses the communication terminal 321b.

[0023] The call control device 20 includes a call control unit 211, a determination unit 212, a nuisance level analysis unit 213, and a threshold adjustment unit 214. The call control unit 211, determination unit 212, nuisance level analysis unit 213, and threshold adjustment unit 214 are implemented by the controller executing a program. For example, the controller is an electronic circuit such as a CPU (Central Processing Unit), MPU (Micro Processing Unit), or GPU (Graphics Processing Unit), or an integrated circuit such as an ASIC (Application Specific Integrated Circuit) or FPGA (Field Programmable Gate Array).

[0024] The call control unit 211 executes the call control determined by the decision unit 212. The decision unit 212 also determines the call control based on call control information 221, etc. Furthermore, the decision unit 212 analyzes the content of the call and estimates the user's request using a machine learning model.

[0025] The Annoyance Level Analysis Unit 213 analyzes the content of the utterance and calculates the level of annoyance. The Annoyance Level Analysis Unit 213 also determines where to route the call based on the level of annoyance and the threshold. For example, the Annoyance Level Analysis Unit 213 determines whether to route the call to a service desk handled by a regular operator or a service desk handled by a supervisor. A supervisor is an operator who is more skilled than a regular operator in handling annoying calls and customer harassment. The Threshold Adjustment Unit 214 adjusts the threshold according to the determination result of the Annoyance Level Analysis Unit 213.

[0026] Furthermore, the nuisance level analysis unit 213 may notify the supervisor of an alert if the nuisance level exceeds a threshold. For example, the nuisance level analysis unit 213 may determine whether the nuisance level exceeds a threshold at regular intervals (e.g., every 10 seconds) during a normal operator call, and notify the supervisor if the nuisance level exceeds the threshold.

[0027] When the supervisor receives an alert notification, it decides whether to change the destination to itself or leave it as a regular operator. The supervisor notifies the nuisance analysis unit 213 of the decision. If the nuisance analysis unit 213 receives a notification to change the destination to the supervisor, it changes the destination from a regular operator to the supervisor.

[0028] Unwanted calls and customer harassment refer to harassment such as threats, abusive language, and unreasonable demands made by a user making a phone call to an operator or other person receiving the call. In the following explanation, customer harassment may be replaced with unwanted calls as appropriate.

[0029] The call control device 20 stores call control information 221, response history information 222, good response information 223, model information 224, and threshold information 225. The call control device 20 stores information using a storage device such as an HDD (Hard Disk Drive), SSD (Solid State Drive), or optical disc.

[0030] Call control information 221 is information related to call control. Figure 2 shows an example of call control information. As shown in Figure 2, call control information 221 is table-formatted data with the following items: "Caller ID", "Caller Contract Type", "Recipient ID", "Recipient Contract Type", "Call Date and Time", "Call Start Date and Time", "Call End Date and Time", and "Call Status". Note that the format of call control information 221 is not limited to that shown in Figure 2.

[0031] "Caller ID" is information that identifies the origin of the call. The origin and destination shall be identified by the telephone number. "Caller contract type" is information about the telephone line contract of the originating user. "Recipient ID" is information that identifies the destination. "Recipient contract type" is information about the telephone line contract of the destination user.

[0032] The "Recipient Contract Type" includes information indicating whether the call routing function is ON or OFF. The call routing function is a function provided by the call control device 20 of the first embodiment, and is a function that realizes call control for efficiently providing high-quality telephone services.

[0033] "Call origination date and time" is the date and time the call was initiated. "Call start date and time" is the date and time the call began. "Call end date and time" is the date and time the call ended. "Call status" is the status of the call. Call statuses include "Call successful," "Call disconnected," etc.

[0034] For example, Figure 2 shows that the contract for telephone number "xxx-xxxx-0111" is a "personal mobile line". Also, Figure 2 shows that the contract for telephone number "xxx-xxxx-0201" is a "corporate fixed line (distribution function: ON)". Figure 2 shows that a call originating from telephone number "xxx-xxxx-0111" was received by telephone number "xxx-xxxx-0201" at "2025 / 3 / 2 16:20", the call started at "2025 / 3 / 2 16:21", and ended at "2025 / 3 / 2 16:25". Furthermore, Figure 2 shows that the call status for this call was "call successful".

[0035] The call history information 222 is a call history for each user identified by the caller ID. Figure 3 shows an example of call history information. As shown in Figure 3, the call history information 222 is a table-formatted data with "Caller ID" and "Call History" as items. Note that the format of the call history information 222 is not limited to that shown in Figure 3.

[0036] "Caller ID" is information that identifies the origin of the call. "Call history" is the history of the conversation between the caller and the recipient. For example, "Call history" may be audio or text data of the conversation between the caller and the operator at the recipient's location.

[0037] Excellent response information 223 is the response history for each user identified by the caller ID, and which has been determined to be an excellent response. Figure 4 shows an example of excellent response information. As shown in Figure 4, excellent response information 223 is table-formatted data with "caller ID" and "response history" as items. Note that the format of excellent response information 223 is not limited to that shown in Figure 4.

[0038] "Caller ID" is information that identifies the origin of the call. "Call history" is a record of the conversation between the caller and the recipient. For example, "Call history" may be audio or text data of the conversation between the caller and the operator at the recipient's location. However, the excellent response information 223 stores "Call history" that has been determined to be excellent.

[0039] Model information 224 is information used to build a machine learning model. For example, model information 224 includes parameters such as the weights and biases of a neural network.

[0040] Threshold information 225 is the threshold for each contact center. Figure 5 shows an example of threshold information. As shown in Figure 5, threshold information 225 is table-formatted data with "Contact Center ID" and "Threshold" as items. Note that the format of threshold information 225 is not limited to that shown in Figure 4.

[0041] The "Contact Center ID" is information that identifies the contact center. The "Threshold" is the threshold for the level of nuisance, and is updated by the threshold adjustment unit 214.

[0042] The pre-processing flow of the call control device 20 will be explained using Figure 6. Figure 6 is a flowchart showing the pre-processing flow of the call control device.

[0043] As shown in Figure 6, first, the threshold adjustment unit 214 obtains caller number information for a specified period from the call control information (step S11). For example, the threshold adjustment unit 214 obtains the caller number from the call control information 221 for records where the recipient number belongs to a specific contact center.

[0044] Next, the threshold adjustment unit 214 acquires the response history corresponding to the acquired caller ID information (step S12). For example, the threshold adjustment unit 214 acquires the response history corresponding to the caller ID acquired from the call control information 221 from the response history information 222.

[0045] The threshold adjustment unit 214 updates the excellent response history (step S13). For example, the threshold adjustment unit 214 obtains from the excellent response information 223 any response history that is the same as the caller as the response history obtained from the response history information 222, and identifies it as an excellent response history. If the threshold adjustment unit 214 finds a response history that is better than the current excellent response history, it updates (overwrites) the excellent response information 223 with that response history.

[0046] At this time, the threshold adjustment unit 214 may present the operator (e.g., supervisor) with a call history that it has determined to be better than the current excellent call history. If the operator grants permission for the operator to register the call history as excellent response information, the threshold adjustment unit 214 updates the excellent response information 223 with the call history.

[0047] The threshold adjustment unit 214 can determine the quality of the interaction history using a trained machine learning model constructed based on the model information 224. Alternatively, the determination of the quality of the interaction history may be performed manually.

[0048] Here, the threshold adjustment unit 214 may store in the excellent response information 223 conversations from the history of conversations between the user and the operator where the level of nuisance is above a certain value and the level of excellence is above a certain value. The call control device 20 also provides the excellent response information 223 to the contact center 3. For example, the operator can refer to the provided excellent response information 223 and learn how to respond appropriately to customer harassment.

[0049] Then, the threshold adjustment unit 214 adjusts the threshold based on the feedback (step S14). In the process described later, the nuisance analysis unit 213 calculates the nuisance level based on the user's speech content and determines whether the nuisance level exceeds the threshold. If the nuisance level does not exceed the threshold, the call is routed to a regular operator. On the other hand, if the nuisance level exceeds the threshold, the call is routed to a supervisor.

[0050] The threshold adjustment unit 214 receives feedback from regular operators or supervisors regarding past call routing. For example, if a regular operator feels that a routed call is highly disruptive and difficult to handle with their own abilities, they will notify the threshold adjustment unit 214 as feedback that the call should have been routed to a supervisor. Similarly, if a supervisor feels that a routed call is not disruptive and can be adequately handled by a regular operator, they will notify the threshold adjustment unit 214 as feedback that the call should have been routed to a regular operator. It should be noted that the level of disruption perceived by regular operators or supervisors is subjective and differs from the level of disruption calculated by the disruption analysis unit 213.

[0051] The threshold adjustment unit 214 adjusts the threshold for each contact center. For example, if the threshold adjustment unit 214 receives feedback from a regular operator that the call should have been assigned to a supervisor, it decreases the threshold in the threshold information 225 for the contact center to which the supervisor and operator belong. For example, if the threshold adjustment unit 214 receives feedback from a supervisor that the call should have been assigned to a regular operator, it increases the threshold in the threshold information 225 for the contact center to which the supervisor and operator belong.

[0052] The "nuisance level" score indicates the degree of nuisance and the difficulty of dealing with it. A lower threshold makes it easier for supervisors to be assigned to the task, while a higher threshold makes it easier for regular operators to be assigned to it.

[0053] Thus, if the level of nuisance is below a threshold, the nuisance analysis unit 213 determines that the service counter handled by the first operator (for example, a regular operator) is the destination, and if the level of nuisance exceeds the threshold, it determines that the service counter handled by the second operator (for example, a supervisor) who is more skilled than the first operator is the destination. The threshold adjustment unit 214 adjusts the threshold based on the response of the first or second operator to the destination determination result by the nuisance analysis unit 213.

[0054] The call routing process of the call control device 20 will be explained using Figure 7. Figure 7 is a flowchart showing the call routing process of the call control device.

[0055] As shown in Figure 7, first, the call control unit 211 establishes a call with the caller (user) (step S21). The call control unit 211 then notifies the caller that it wants the desired service to be spoken (step S22).

[0056] The call control unit 211 receives a speech from the caller (step S23). The decision unit 212 analyzes the speech using a machine learning model (step S24).

[0057] The nuisance level analysis unit 213 calculates the nuisance level based on the analysis results (step S25). For example, the nuisance level analysis unit 213 may calculate the nuisance level using a trained machine learning model constructed based on the model information 224.

[0058] Furthermore, for example, the nuisance level analysis unit 213 may calculate a value in the range of 0 to 100 as the nuisance level based on keywords included in the utterance content, or the tone of voice in the utterance.

[0059] The nuisance level analysis unit 213 determines whether the nuisance level exceeds a threshold (step S26). The threshold may be one that has been adjusted by the threshold adjustment unit 214.

[0060] The decision unit 212 determines the destination based on the determination result (step S27). The call control unit 211 receives the call at the destination determined by the decision unit 212 (step S28).

[0061] The call control device 20 may have a function that calculates the level of nuisance and determines a destination based on that level of nuisance. If this function is disabled, the call control device 20 will route the call to a single destination associated with the telephone number. The operator at the receiving destination (a regular operator or supervisor) will then begin the call. Alternatively, the call control device 20 may calculate the level of nuisance but notify the single destination that received the call of the level of nuisance.

[0062] The specific processing details of the call control device 20 described above will be explained below using an example.

[0063] [Example 1] The call control device 20 can determine whether a call is customer harassment before it is received. Depending on the determination result, the call control device 20 can select either a regular operator or a supervisor as the recipient. The call control device 20 may also notify the contact center of the determination result as an alert before the call begins. This allows the contact center to take measures against customer harassment.

[0064] Figure 8 is a sequence diagram of Example 1. The processes from steps S101 to S104 in Figure 8 may be executed periodically as a batch process (for example, once every n days (n>0)).

[0065] As shown in Figure 8, first, the threshold adjustment unit 214 obtains call number information for a certain period of time in the past (for example, n days) from the call control information 221 (step S101).

[0066] Furthermore, the threshold adjustment unit 214 obtains from the call history information 222 a call history for a certain period in the past (for example, n days), which corresponds to the call number obtained in step S101 (step S102).

[0067] The threshold adjustment unit 214 stores (adds or overwrites) any customer interaction history in the acquired customer interaction history that is better than the current excellent customer interaction history (step S103). For example, the threshold adjustment unit 214 stores a customer interaction history if its quality level is above a certain value and exceeds the quality level of an existing excellent response.

[0068] The threshold adjustment unit 214 adjusts the threshold used by the nuisance analysis unit 213 (step S104). That is, the threshold adjustment unit 214 updates the threshold information 225. As described above, the threshold adjustment unit 214 can adjust the threshold based on feedback. The feedback may be provided to the threshold adjustment unit 214 from the contact center 3a or stored in the call control device 20.

[0069] Furthermore, the threshold adjustment unit 214 may calculate a correction level indicating the adjustment range of the threshold based on the acquired response history. That is, the threshold adjustment unit 214 calculates the degree of increase or decrease of the threshold based on the acquired response history and feedback.

[0070] The processing from step S105 onwards is executed when a call is made by the user. As shown, the call control unit 211 receives a call made by the user to the contact center 3a via the communication terminal 10 (step S105). The call control unit 211 forwards the call content to the decision unit 212 (step S106).

[0071] The call control unit 211 may refer to the call control information 221 based on the incoming telephone number to check whether the call routing function of contact center 3a is ON or OFF. Here, we assume that the call routing function of contact center 3 is ON.

[0072] The call control unit 211 may notify the communication terminal 10 to prompt it to speak the desired service. For example, the call control unit 211 may make a voice announcement saying, "Please tell us the service you would like." This prompts the call control unit 211 to encourage free speech from the user. The call control unit 211 then transmits the content of the user's speech to the decision unit 212.

[0073] The spoken content may be either audio data of the spoken speech or data obtained by converting audio data of the spoken speech into text.

[0074] The decision unit 212 analyzes the intent of the utterance (step S107). Furthermore, the nuisance level analysis unit 213 calculates the nuisance level based on the utterance and determines the destination (step S108). At this time, the nuisance level analysis unit 213 obtains a threshold corresponding to the contact center from the threshold information 225.

[0075] The Annoyance Analysis Unit 213 determines that the destination should be a regular operator (service counter 31a) if the annoyance level is below the threshold. If the annoyance level is above the threshold, the Annoyance Analysis Unit 213 determines that the destination should be a supervisor (service counter 32a). The Annoyance Analysis Unit 213 notifies the call control unit 211 of the determined destination along with the result of the intent analysis (step S109).

[0076] The call control unit 211 may confirm with the communication terminal 10 whether the destination is appropriate. For example, if the determined destination is the "address / telephone number change" service, the call control unit 211 will make a voice announcement asking, "Is this for an address / telephone number change?" The decision unit 212 will then receive the user's response.

[0077] The call control unit 211 transfers the call to the determined destination (step S110). Subsequently, a call takes place between the service window 31, which is the transfer destination, and the user (step S111).

[0078] Furthermore, the decision unit 212 stores the content of the conversation between the user and the destination as a conversation history in the conversation history information 222 (step S112).

[0079] As explained above, the nuisance level analysis unit 213 determines the destination of the call based on the nuisance level calculated from the analysis of the utterance of the user who initiated the call. The call control unit 211 forwards the call to the destination determined by the nuisance level analysis unit 213.

[0080] In this way, the call control device 20 can automatically perform customer harassment detection, thereby reducing the workload on operators. This reduces operator turnover and leads to cost savings.

[0081] Furthermore, by having the call control device 20 assist in handling customer harassment, which was previously left to individual operators, it becomes possible to resolve user requests in a short amount of time, thereby improving customer satisfaction.

[0082] Furthermore, the Annoyance Level Analysis Unit 213 determines that the service counter handled by the first operator is the destination if the level of annoyance is below a threshold, and determines that the service counter handled by the second operator, who is more skilled than the first operator, is the destination if the level of annoyance exceeds a threshold. The Threshold Adjustment Unit 214 adjusts the threshold based on the response of the first or second operator to the destination determination result by the Annoyance Level Analysis Unit 213. This improves the accuracy of the destination determination by the Annoyance Level Analysis Unit 213.

[0083] The threshold adjustment unit 214 saves conversations from the history of calls between users and operators where the level of nuisance is above a certain value and the level of good service is above a certain value. Operators can refer to the saved conversations and learn how to respond appropriately to customer harassment.

[0084] [System configuration, etc.] Each component of the illustrated device is a functional concept and does not necessarily have to be physically configured as shown. In other words, the specific forms of distribution and integration of each device are not limited to those shown, and all or part of them can be functionally or physically distributed or integrated in any unit according to various loads and usage conditions. Furthermore, each processing function performed by each device can be implemented, all or any part of it, by a CPU and a program that is analyzed and executed by that CPU, or by hardware using wired logic. Note that the program may be executed not only by the CPU but also by other processors such as a GPU.

[0085] Furthermore, among the processes described in the embodiments, all or part of the processes described as being performed automatically can be performed manually, or all or part of the processes described as being performed manually can be performed automatically by known methods. In addition, the processing procedures, control procedures, specific names, and information including various data and parameters shown in the above document and drawings can be arbitrarily changed unless otherwise specified.

[0086] [program] In one embodiment, the call control device 20 can be implemented by installing a program that performs the above processing as packaged software or online software on a desired computer. For example, by having the above program run on an information processing device, the information processing device can function as the call control device 20. The information processing device referred to here includes desktop or notebook personal computers. In addition, mobile communication terminals such as tablet terminals and smartphones are also included in the category of information processing devices.

[0087] Figure 9 shows an example configuration of a computer running a call control program. Computer 1000 has, for example, memory 1010 and a CPU 1020. Computer 1000 also has a hard disk drive interface 1030, a disk drive interface 1040, a serial port interface 1050, a video adapter 1060, and a network interface 1070. These components are connected by a bus 1080.

[0088] Memory 1010 includes ROM (Read Only Memory) 1011 and RAM (Random Access Memory) 1012. ROM 1011 stores, for example, a boot program such as BIOS (Basic Input Output System). The hard disk drive interface 1030 is connected to the hard disk drive 1090. The disk drive interface 1040 is connected to the disk drive 1100. For example, a removable storage medium such as a magnetic disk or optical disk is inserted into the disk drive 1100. The serial port interface 1050 is connected to, for example, a mouse 1110 and a keyboard 1120. The video adapter 1060 is connected to, for example, a display 1130.

[0089] The hard disk drive 1090 stores, for example, the OS 1091, application programs 1092, program modules 1093, and program data 1094. That is, the programs that define each process of the call control device 20 are implemented as program modules 1093 in which executable code for the computer is written. The program modules 1093 are stored, for example, on the hard disk drive 1090. For example, a program module 1093 for performing processes similar to the functional configuration of the call control device 20 is stored on the hard disk drive 1090. Note that the hard disk drive 1090 may be replaced by an SSD (Solid State Drive).

[0090] Furthermore, the configuration data used in the processing of the above-described embodiment is stored as program data 1094 in, for example, memory 1010 or hard disk drive 1090. The CPU 1020 then reads the program module 1093 and program data 1094 stored in memory 1010 or hard disk drive 1090 into RAM 1012 as needed and executes the processing of the above-described embodiment.

[0091] Furthermore, the program module 1093 and program data 1094 are not limited to being stored in the hard disk drive 1090; for example, they may be stored in a removable storage medium and read by the CPU 1020 via a disk drive 1100 or the like. Alternatively, the program module 1093 and program data 1094 may be stored in another computer connected via a network (LAN (Local Area Network), WAN (Wide Area Network), etc.). The program module 1093 and program data 1094 may then be read by the CPU 1020 from the other computer via a network interface 1070.

[0092] The functions of the elements disclosed herein may be implemented using circuits or processing circuitry that include general-purpose processors, special-purpose processors, integrated circuits, ASICs (Application Specific Integrated Circuits), FPGAs (Field Programmable Gate Arrays), conventional circuits, and / or combinations thereof that are programmed using one or more programs stored in one or more memories, or otherwise configured to perform the disclosed functions. A processor is considered processing circuitry or circuitry because it includes transistors and other circuits. A processor may be a programmed processor that executes programs stored in memory. In this disclosure, circuits, units, or means are hardware that performs the enumerated functions, or hardware programmed to perform the enumerated functions. Hardware may be any hardware disclosed herein that is programmed or configured to perform the enumerated functions.

[0093] There is memory for storing a computer program that includes computer instructions. These computer instructions provide logic and routines that enable hardware (e.g., processing circuitry or circuitry) to perform the methods disclosed herein. This computer program can be implemented in commonly known forms, such as computer-readable storage media, computer program products, memory devices, recording media such as CD-ROMs and DVDs, and / or memory of FPGAs and ASICs. [Explanation of Symbols]

[0094] 3a, 3b Contact Center 10, 311a, 311b, 321a, 321b communication terminals 20 Call control device 31a, 31b, 32a, 32b Service counters 211 Call Control Unit 212 Decision Section 213 Annoyance Analysis Department 214 Threshold adjustment unit 221 Call control information 222 Interaction History Information 223 Excellent Response Information 224 Model Information

Claims

1. A nuisance level analysis unit determines, based on the analysis of the utterance of the user who initiated the call, that the nuisance level is below a threshold, and if the nuisance level exceeds the threshold, it determines that the service counter handled by a second operator with higher skill level than the first operator is the destination. A call control unit that forwards the call to the destination determined by the nuisance level analysis unit, A threshold adjustment unit adjusts the threshold based on the response of the first operator or the second operator to the determination result of the distribution destination by the nuisance level analysis unit, A call control device having

2. The threshold adjustment unit saves conversations from the history of user-operator calls where the level of nuisance is above a certain value and the level of good service is above a certain value. The call control device according to claim 1.

3. If the level of nuisance calculated based on the analysis of the user's utterance that initiated the call is below a threshold, the service desk handled by the first operator is determined to be the destination. If the level of nuisance exceeds the threshold, the service desk handled by the second operator, who is more skilled than the first operator, is determined to be the destination. The call is forwarded to the determined destination. The threshold is adjusted based on the response of the first or second operator to the determination result of the destination assignment. A call control method in which a computer performs the processing.

4. If the level of nuisance calculated based on the analysis of the user's utterance that initiated the call is below a threshold, the service desk handled by the first operator is determined to be the destination. If the level of nuisance exceeds the threshold, the service desk handled by the second operator, who is more skilled than the first operator, is determined to be the destination. The call is forwarded to the determined destination. The threshold is adjusted based on the response of the first or second operator to the determination result of the destination assignment. A call control program that instructs a computer to perform a process.

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