Information processing device and information processing method

Abstract

An information processing device according to an embodiment of the present invention comprises a control unit that sets, for a plurality of call centers, the number of lines to be allocated to each of the call centers, on the basis of call contents between operators of the call centers and customers.

Description

Information processing device and information processing method

[0001] The disclosed embodiments relate to an information processing device and an information processing method.

[0002] 2. Description of the Related Art Conventionally, a relay device that relays a call from a user to an operator at a call center has been known (for example, see Patent Document 1).

[0003] JP 2023-006986 A

[0004] When there are multiple call centers, the response may vary depending on the call center connected, and there is room for improvement in terms of increasing customer satisfaction.

[0005] The present invention has been made in view of the above, and has as its object to provide an information processing device and an information processing method that improve the satisfaction of customers who use a call center.

[0006] An information processing device according to one aspect of the embodiment includes a control unit that sets the number of lines to be allocated to each of a plurality of call centers based on the content of a call between an operator at each call center and a customer.

[0007] According to one aspect of the embodiment, it is possible to improve the satisfaction of customers who use a call center.

[0008] Fig. 1 is a schematic diagram showing a call system according to an embodiment. Fig. 2 is a diagram illustrating an example of a relay device according to an embodiment. Fig. 3A is a diagram illustrating the number of lines in each call center. Fig. 3B is a diagram illustrating the number of lines in each call center. Fig. 4 is a flowchart illustrating a line number setting process according to an embodiment. Fig. 5 is a diagram illustrating an example of the hardware configuration of a computer that functions as a relay device.

[0009] The present invention will be described below through embodiments, but the following embodiments do not limit the scope of the invention as claimed. Furthermore, not all of the combinations of features described in the embodiments are necessarily essential to the solution of the invention.

[0010] A call system 1 according to an embodiment will be described with reference to Fig. 1. Fig. 1 is a schematic diagram showing the call system 1 according to an embodiment.

[0011] The call system 1 includes a user terminal 2, a call terminal 3, a call device 4, and a relay device 5. The user terminal 2, the call terminal 3, and the call device 4 are communicably connected by a communication network via the relay device 5. The communication network includes a data communication network and a telephone communication network.

[0012] The user terminal 2 is a device that enables a user, who is a customer, to converse with an operator 21 of the call center 20. The user terminal 2 enables a conversation between the user and the operator 21 via the relay device 5. The user terminal 2 is, for example, a telephone, a smartphone, a tablet terminal, or a PC (Personal Computer).

[0013] The operator 21 includes a person and also includes an AI (Artificial Intelligence) agent.

[0014] The AI ​​agent uses a sentence generation model to automatically generate sentence content that serves as a response to a user's utterance. The sentence generation model may be interpreted as an algorithm and calculation for automatic text-based dialogue processing. Since sentence generation models are publicly known, as disclosed in, for example, Japanese Patent Application Laid-Open No. 2018-081444 and chatGPT (Internet search <URL: https: / / openai.com / blog / chatgpt>), detailed description thereof will be omitted. Such a sentence generation model is configured using a large language model (LLM).

[0015] The AI ​​agent is, for example, a personified agent. The AI ​​agent does not have to be personified. The AI ​​agent only needs to be able to automatically generate text content that enables a conversation with a user. In other words, the AI ​​agent may be a generation AI that automatically generates text content that serves as a response to a user's utterance.

[0016] A plurality of call terminals 3 are provided in the call center 20. Each call terminal 3 is used by a person acting as an operator 21 to respond to users. The call terminal 3 is configured so that the operator 21 can converse with users. The call terminal 3 is, for example, a smartphone, a tablet terminal, or a PC.

[0017] In the following description, the human operator 21 may be referred to as "operator 21A," and the call center 20 having the operator 21A may be referred to as "call center 20A."

[0018] For example, the call terminal 3 has a monitor, a microphone, a speaker, etc. When an image of the user is transmitted from the camera of the user terminal 2, the call terminal 3 displays the transmitted image on the monitor. Furthermore, the call terminal 3 records audio data, which is the content of the conversation between the user and the operator 21A, as a conversation log. The conversation log may include an image of the user transmitted from the camera of the user terminal 2.

[0019] The communication device 4 is provided in a call center 20. The communication device 4 is provided in a call center 20 different from the call center 20A in which the communication terminal 3 is provided.

[0020] Hereinafter, the call centers 20 different from call center 20A may be referred to as "call center 20B" and "call center 20C." Furthermore, the communication device 4 provided in call center 20B may be referred to as "communication device 4B," and the communication device 4 provided in call center 20C may be referred to as "communication device 4C."

[0021] The communication device 4 is an information processing device such as a computer. The communication device 4 is, for example, a server device. The communication device 4 has a plurality of AI agents as operators 21. The communication device 4 causes the AI ​​agents to function by, for example, reading a program stored in a storage unit such as a read-only memory (ROM) using a central processing unit (CPU).

[0022] The communication device 4 responds to users through an AI agent. The communication device 4 is configured so that the AI ​​agent can converse with the user. The communication device 4 has multiple AI agents so that multiple users can converse individually. Multiple communication devices 4 may be provided in the call center 20.

[0023] The communication device 4 generates a sentence corresponding to the user's utterance using an AI agent, converts the generated sentence into voice data, and transmits it to the user terminal 2. As a result, the user terminal 2 outputs a speech based on the voice data. In this way, the communication device 4 realizes a conversation with the user using the AI ​​agent.

[0024] Note that the communication device 4B of the call center 20B and the communication device 4C of the call center 20C each have a different type of AI agent, the operator 21. Hereinafter, the operator 21 of the communication device 4B may be referred to as "operator 21B," and the operator 21 of the communication device 4C may be referred to as "operator 21C."

[0025] The operator 21B and the operator 21C use different sentence generation models to automatically generate sentence content that will be a response to the user's utterance.

[0026] Therefore, for example, even if the user has the same conversation, if the call center 20 to which the user terminal 2 is connected is different, different answers (conversations) may be sent to the user terminal 2.

[0027] For example, an operator 21B of a communication device 4B in a call center 20B automatically generates a sentence content that will be a response to a user's utterance using a sentence generation model created by "abc company." Also, an operator 21C of a communication device 4C in a call center 20C automatically generates a sentence content that will be a response to a user's utterance using a sentence generation model created by "efg company," which is different from "abc company."

[0028] Although three call centers 20 are shown in FIG. 1, the number of call centers 20 is an example and is not limited to this. The number of call centers 20 may be two, four, or more. Furthermore, there may be multiple call centers 20 in which human operators 21A are assigned. There may also be no call center 20 in which human operators 21A are assigned.

[0029] The communication device 4 records voice data, which is the content of the conversation between the user and the operator 21 (AI agent), as a conversation log. The conversation log may include an image of the user captured by a camera of the user terminal 2.

[0030] The relay device 5 is a device that connects the user terminal 2 to the call terminal 3 of the call center 20 or the call device 4 of the call center 20 so that they can communicate with each other. The relay device 5 allocates the number of lines to each call center 20 based on the number of lines to be set. The relay device 5 enables connection between the user terminal 2 and the call terminal 3 or the call device 4 of each call center 20 according to the allocated number of lines. The relay device 5 is an information processing device that sets the number of lines to be allocated to each call center 20.

[0031] Next, the relay device 5 will be described with reference to Fig. 2. Fig. 2 is a diagram for schematically explaining an example of the relay device 5 according to the embodiment. Note that, among the functions of the relay device 5, the function of setting the number of lines will be described here.

[0032] The relay device 5 includes a communication unit 10, a storage unit 11, and a control unit 12. The communication unit 10 transmits and receives information including call contents between the user terminal 2, the call terminal 3, and the call device 4 via a communication network.

[0033] The storage unit 11 is realized by, for example, a semiconductor memory element such as a random access memory (RAM) or a flash memory, or a storage device such as a hard disk or an optical disk. The storage unit 11 stores the score (second score) of each call center 20. The storage unit 11 stores the number of lines for each call center 20. The storage unit 11 stores various programs executed by the control unit 12.

[0034] The control unit 12 is a controller. The control unit 12 acquires conversation logs from the call terminals 3 and the call devices 4 of each call center 20 via the communication unit 10. The control unit 12 acquires the conversation logs at a predetermined timing. The predetermined timing is, for example, the timing when the conversation between the user and the operator 21 ends. The predetermined timing may be a preset time.

[0035] The conversation log is acquired by identifying each call center 20. For example, the conversation log is acquired with an ID assigned to each call center 20.

[0036] The control unit 12 analyzes the acquired conversation log. Specifically, the control unit 12 analyzes the content of the conversation, the voice quality of the conversation, the tone of the conversation, etc. from the user's voice and the voice of the operator 21 included in the conversation log. The control unit 12 analyzes the conversation log.

[0037] For example, the control unit 12 extracts features such as frequency components of the voice. The control unit 12 also analyzes the user's voice and recognizes text information representing the content of the user's utterance. The control unit 12 then estimates the user's emotions based on the extracted features and the recognized text information.

[0038] The control unit 12 determines the user's satisfaction level from the analysis results. Specifically, the control unit 12 determines the user's satisfaction level based on the user's emotions estimated from the content of the user's call. Then, the control unit 12 sets a score for the user's satisfaction level. That is, the control unit 12 sets a score for the operator 21's response (hereinafter, sometimes referred to as the "first score") based on the conversation log. The higher the user's satisfaction level, the larger the first score the control unit 12 sets.

[0039] The control unit 12 estimates the user's emotions from, for example, "joy," "anger," "sorrow," "pleasure," "discomfort," "relief," "anxiety," "sadness," "excitement," "worry," "relief," "fulfillment," "emptiness," and "neutral."

[0040] For example, if the user utters "It was easy to understand," the control unit 12 estimates that the user's emotion is a positive emotion such as "joy," "relief," or "fulfillment," and estimates that the user's satisfaction level is high. The control unit 12 then sets the first score to a large value. If the user's satisfaction level is high, the control unit 12 sets the first score to a positive value.

[0041] Furthermore, for example, if the user utters, "What are you saying?" or "I don't understand," the control unit 12 estimates that the user's emotion is a negative emotion such as "anger" or "discomfort," and estimates that the user's satisfaction level is low. The control unit 12 then sets the first score to a small value. If the user's satisfaction level is low, the control unit 12 sets the first score to a negative value.

[0042] The control unit 12 may estimate the user's emotion for each utterance made by the user. The control unit 12 may calculate the first score by adding up the scores for each utterance made by the user.

[0043] The control unit 12 may analyze the user's facial expression when the conversation log includes an image of the user captured by the camera of the user terminal 2. When the user's facial expression is, for example, a smile, the control unit 12 estimates that the user is highly satisfied.

[0044] The control unit 12 calculates a score for each call center 20. The control unit 12 calculates the average value of the scores for each call center 20 over a predetermined period as the score of each call center 20 (hereinafter, sometimes referred to as the "second score"). The predetermined period is a period that is set in advance. For example, the predetermined period is one week, one month, etc.

[0045] Specifically, the control unit 12 calculates the average value of the first scores of the operators 21 for each call center 20. Then, the control unit 12 sets the calculated average value of the first scores as the second score for each call center 20. The control unit 12 calculates the second score for each of the call centers 20A, 20B, and 20C.

[0046] The control unit 12 sets the number of lines to be allocated to each call center 20 based on the second score of each call center 20 for a predetermined period. The control unit 12 allocates a larger number of lines to a call center 20 as the second score of the call center 20 increases.

[0047] For example, if the total number of lines is "300," the second score of call center 20A is "50," the second score of call center 20B is "50," and the second score of call center 20C is "50," the control unit 12 sets the number of lines of each call center 20 to "100," as shown in Fig. 3A. Fig. 3A is a diagram showing the number of lines of each call center 20. Note that in Figs. 3A and 3B, the thicker the line, the greater the number of lines.

[0048] Thereafter, if the second score of call center 20A becomes "40," the second score of call center 20B becomes "50," and the second score of call center 20C becomes "60," the control unit 12 sets the number of lines of call center 20A to "90," the number of lines of call center 20B to "100," and the number of lines of call center 20C to "110," as shown in Fig. 3B. Fig. 3B is a diagram showing the number of lines of each call center 20.

[0049] As a result, the call center 20C is allocated a large number of lines and can handle a larger number of users. Also, the users can talk to the operators 21C who have a high level of user satisfaction. Therefore, for example, the users can receive easy-to-understand explanations from the operators 21C.

[0050] When the control unit 12 has allocated the number of lines to each call center 20 after a predetermined period has elapsed, the control unit 12 resets the second score of each call center 20. In this way, the control unit 12 updates the number of lines to each call center 20 based on the second score of each call center 20 for the predetermined period every time a predetermined period has elapsed. In other words, the control unit 12 allocates the number of lines to each call center 20 every predetermined period.

[0051] For example, in a call center 20 with a small second score, if the operator 21 is updated and the second score becomes large, the number of lines may increase. That is, even in a call center 20 with a small number of lines, the number of lines can be increased or the turnover can be restored.

[0052] Next, the line number setting process according to the embodiment will be described with reference to Fig. 4. Fig. 4 is a flowchart illustrating the line number setting process according to the embodiment.

[0053] The control unit 12 acquires conversation logs from the communication terminals 3 and communication devices 4 of each call center 20 (S100). The control unit 12 acquires the conversation logs at a predetermined timing.

[0054] Next, the control unit 12 analyzes the acquired conversation log (S101). Next, the control unit 12 determines the user's satisfaction level from the analysis result (S102), and sets a first score for the response of the operator 21 (S103).

[0055] Next, the control unit 12 calculates a second score for each call center 20 (S104). The control unit 12 calculates the average value of the first scores for the responses of the operators 21 at each call center 20 as the second score for each call center 20.

[0056] Next, the control unit 12 determines whether or not a predetermined period has elapsed (S105). If the predetermined period has not elapsed (S105: No), the control unit 12 returns to step S100 and repeats the above process. That is, the control unit 12 calculates the second score of each call center 20 and updates the second score of each call center 20 until the predetermined period has elapsed.

[0057] If the predetermined period has elapsed (S105: Yes), the control unit 12 sets the number of lines for each call center 20 (S106). The control unit 12 sets the number of lines for each call center 20 based on the second score of each call center 20.

[0058] Next, the control unit 12 resets the second score of each call center 20 (S107), thereby updating the second score of each call center 20 at predetermined intervals.

[0059] The relay device 5 includes a control unit 12. The control unit 12 sets the number of lines to be allocated to each of the plurality of call centers 20 based on the content of a call between an operator 21 of each call center 20 and a user.

[0060] This allows the relay device 5 to set the number of lines for each call center 20 depending on the response of the operator 21. Therefore, for example, by setting a large number of lines for a call center 20 with high user satisfaction, the relay device 5 can enable the operators 21 with high user satisfaction to respond to many users. Therefore, the relay device 5 can improve user satisfaction.

[0061] The control unit 12 estimates the user's emotions from the contents of the call, and sets the number of lines based on the estimated emotions.

[0062] This allows the relay device 5 to accurately determine the user's level of satisfaction with the response of the operator 21 based on the user's emotions. For example, it is possible to determine the response of the operator 21 by conducting a questionnaire with the user, but because the questionnaire largely reflects the user's subjective impressions, it is difficult to accurately determine the user's level of satisfaction with the actual response of the operator 21. In contrast, the relay device 5 can accurately determine the user's level of satisfaction by objectively estimating the user's emotions from the content of the call. Therefore, the relay device 5 can appropriately set the number of lines for each call center 20 according to the user's level of satisfaction.

[0063] The control unit 12 sets a score for the estimated user emotion, and sets the number of lines based on the second score of each call center 20.

[0064] This allows the relay device 5 to suitably set the number of lines for each call center 20 in accordance with the response of the operator 21 at each call center 20. For example, the relay device 5 can suitably set the number of lines for each call center 20 in accordance with the response of the operator 21 at each call center 20 by making the number of lines for a call center 20 with a large second score smaller than the number of lines for a call center 20 with a small second score.

[0065] The control unit 12 sets the number of lines based on the second score of each call center 20 for a predetermined period.

[0066] This allows the relay device 5 to set the number of lines that reflects the response of the operators 21 of each call center 20. Therefore, even if a call center 20 has a low second score and a small number of lines, it can acquire a large number of lines if, for example, the second score increases by updating the AI ​​agent.

[0067] The operator 21 may be a person, which allows the call center 20 to respond to various users in a manner appropriate to them.

[0068] The operators 21 include AI agents, which allows the call center 20 to reduce costs.

[0069] The AI ​​agents are different for each call center 20. As a result, a call center 20 that has excellent AI agents can obtain a large number of lines.

[0070] The functions of the relay device 5 may be implemented by one or more computers. At least some of the functions of the relay device 5 may be implemented by a virtual machine. Furthermore, at least some of the functions of the relay device 5 may be implemented in the cloud.

[0071] 5 is a diagram schematically illustrating an example of the hardware configuration of a computer 1200 functioning as the relay device 5. A program installed on the computer 1200 can cause the computer 1200 to function as one or more "parts" of the device according to the present embodiment, or can cause the computer 1200 to perform operations associated with the device according to the present embodiment or one or more "parts," and / or can cause the computer 1200 to perform a process according to the present embodiment or steps of the process. Such a program can be executed by the CPU 1212 to cause the computer 1200 to perform specific operations associated with some or all of the blocks in the flowcharts and block diagrams described herein.

[0072] The computer 1200 according to this embodiment includes a CPU 1212, a RAM 1214, and a graphics controller 1216, which are interconnected by a host controller 1210. The computer 1200 also includes input / output units such as a communication interface 1222, a storage device 1224, a DVD drive, and an IC card drive, which are connected to the host controller 1210 via an input / output controller 1220. The DVD drive may be a DVD-ROM drive, a DVD-RAM drive, or the like. The storage device 1224 may be a hard disk drive, a solid-state drive, or the like. The computer 1200 also includes input / output units such as a ROM 1230 and a keyboard, which are connected to the input / output controller 1220 via an input / output chip 1240.

[0073] The CPU 1212 operates according to programs stored in the ROM 1230 and the RAM 1214, thereby controlling each unit. The graphics controller 1216 acquires image data generated by the CPU 1212 into a frame buffer or the like provided in the RAM 1214 or into the graphics controller 1216 itself, and causes the image data to be displayed on the display device 1218.

[0074] The communication interface 1222 communicates with other electronic devices via a network. The storage device 1224 stores programs and data used by the CPU 1212 in the computer 1200. The DVD drive reads programs or data from a DVD-ROM or the like and provides them to the storage device 1224. The IC card drive reads programs and data from an IC card and / or writes programs and data to an IC card.

[0075] The ROM 1230 stores therein a boot program or the like that is executed by the computer 1200 upon activation, and / or programs that depend on the hardware of the computer 1200. The input / output chip 1240 may also connect various input / output units to the input / output controller 1220 via a USB port, a parallel port, a serial port, a keyboard port, a mouse port, etc.

[0076] The programs are provided by a computer-readable storage medium such as a DVD-ROM or an IC card. The programs are read from the computer-readable storage medium, installed in the storage device 1224, RAM 1214, or ROM 1230, which are also examples of computer-readable storage media, and executed by the CPU 1212. Information processing described in these programs is read by the computer 1200, and brings about cooperation between the programs and the various types of hardware resources described above. An apparatus or a method may be configured by implementing operations or processing of information in accordance with the use of the computer 1200.

[0077] For example, when communication is performed between computer 1200 and an external device, CPU 1212 may execute a communication program loaded into RAM 1214 and instruct communication interface 1222 to perform communication processing based on the processing described in the communication program. Under the control of CPU 1212, communication interface 1222 reads transmission data stored in a transmission buffer area provided in RAM 1214, storage device 1224, a DVD-ROM, or a recording medium such as an IC card, and transmits the read transmission data to the network, or writes received data received from the network to a reception buffer area or the like provided on the recording medium.

[0078] Furthermore, the CPU 1212 may cause all or a necessary portion of a file or database stored in an external recording medium such as the storage device 1224, a DVD drive (DVD-ROM), an IC card, etc. to be read into the RAM 1214, and may perform various types of processing on the data on the RAM 1214. The CPU 1212 may then write back the processed data to the external recording medium.

[0079] Various types of information, such as various types of programs, data, tables, and databases, may be stored on the recording medium and may undergo information processing. The CPU 1212 may perform various types of processing on data read from the RAM 1214, including various types of operations, information processing, conditional judgment, conditional branching, unconditional branching, information search / replacement, etc., as described throughout this disclosure and specified by the instruction sequences of the programs, and write the results back to the RAM 1214. The CPU 1212 may also search for information in a file, database, etc. on the recording medium. For example, if multiple entries, each having an attribute value of a first attribute associated with an attribute value of a second attribute, are stored on the recording medium, the CPU 1212 may search for an entry whose attribute value of the first attribute matches a specified condition from among the multiple entries, read the attribute value of the second attribute stored in the entry, and thereby obtain the attribute value of the second attribute associated with the first attribute that satisfies a predetermined condition.

[0080] The above-described programs or software modules may be stored in a computer-readable storage medium on or near the computer 1200. A recording medium such as a hard disk or RAM provided in a server system connected to a dedicated communication network or the Internet can also be used as a computer-readable storage medium, thereby providing the programs to the computer 1200 via the network.

[0081] The blocks in the flowcharts and block diagrams in the present embodiments may represent stages of a process in which an operation is performed or "parts" of a device responsible for performing the operation. Particular stages and "parts" may be implemented by dedicated circuitry, programmable circuitry provided with computer-readable instructions stored on a computer-readable storage medium, and / or a processor provided with computer-readable instructions stored on a computer-readable storage medium. The dedicated circuitry may include digital and / or analog hardware circuits, and may include integrated circuits (ICs) and / or discrete circuits. The programmable circuitry may include reconfigurable hardware circuits, such as field programmable gate arrays (FPGAs) and programmable logic arrays (PLAs), including AND, OR, XOR, NAND, NOR, and other logical operations, flip-flops, registers, and memory elements.

[0082] A computer-readable storage medium may include any tangible device capable of storing instructions that are executed by an appropriate device, such that a computer-readable storage medium having instructions stored thereon comprises an article of manufacture, including instructions that can be executed to create means for performing the operations specified in the flowcharts or block diagrams. Examples of computer-readable storage media may include electronic, magnetic, optical, electromagnetic, and semiconductor storage media. More specific examples of computer-readable storage media may include floppy disks, diskettes, hard disks, random access memories (RAMs), read-only memories (ROMs), erasable programmable read-only memories (EPROMs or flash memories), electrically erasable programmable read-only memories (EEPROMs), static random access memories (SRAMs), compact disc read-only memories (CD-ROMs), digital versatile discs (DVDs), Blu-ray discs, memory sticks, integrated circuit cards, and the like.

[0083] The computer readable instructions may include either assembler instructions, instruction set architecture (ISA) instructions, machine instructions, machine-dependent instructions, microcode, firmware instructions, state-setting data, or source or object code written in any combination of one or more programming languages, including object-oriented programming languages ​​such as Smalltalk®, JAVA®, C++, etc., and conventional procedural programming languages ​​such as the “C” programming language or similar programming languages.

[0084] Computer-readable instructions may be provided locally or over a local area network (LAN), a wide area network (WAN) such as the Internet, to a processor of a general purpose computer, special purpose computer, or other programmable data processing apparatus, or programmable circuitry, such that the processor or programmable circuitry executes the computer-readable instructions to generate means for performing the operations specified in the flowcharts or block diagrams. Examples of processors include computer processors, processing units, microprocessors, digital signal processors, controllers, microcontrollers, etc.

[0085] Although the present invention has been described above using embodiments, the technical scope of the present invention is not limited to the scope described in the above embodiments. It will be apparent to those skilled in the art that various modifications and improvements can be made to the above embodiments. It is clear from the claims that such modifications and improvements can also be included within the technical scope of the present invention.

[0086] It should be noted that the execution order of each process, such as operations, procedures, steps, and stages, in the devices, systems, programs, and methods shown in the claims, specifications, and drawings is not specifically stated as "before," "prior to," etc., and that the processes can be performed in any order unless the output of a previous process is used in a subsequent process. Even if the operational flow in the claims, specifications, and drawings is described using "first," "next," etc. for convenience, this does not mean that the processes must be performed in this order.

[0087] REFERENCE SIGNS LIST 1 Call system 2 User terminal 3 Call terminal 4 Call device 5 Relay device 12 Control unit 20 Call center 21 Operator

Claims

1. An information processing device having a control unit that sets the number of lines to be allocated to each of a plurality of call centers based on the content of calls between operators at each call center and customers.

2. The information processing device according to claim 1, wherein the control unit estimates the customer's emotions from the contents of the call, and sets the number of lines based on the estimated emotions.

3. The information processing device according to claim 2, wherein the control unit sets a score for the estimated emotion and sets the number of lines based on the score of each call center.

4. The information processing device according to claim 3, wherein the control unit sets the number of lines based on the score of each call center for a predetermined period.

5. The information processing device according to claim 1, wherein the operator includes a human.

6. The information processing device of claim 1, wherein the operator includes an AI agent.

7. The information processing device according to claim 6, wherein the AI ​​agent is different for each call center.

8. An information processing method comprising a step of setting the number of lines to be allocated to each of a plurality of call centers based on the content of calls between operators of each call center and customers.

Images