Information processing system, information processing method, and program

Abstract

An information processing system according to one aspect of the present disclosure comprises: an acquisition unit that acquires, from a storage unit, a template of a memo pertaining to reception content when a first speaker is responding to a second speaker, on the basis of the reception content; and a display control unit that causes the template acquired by the acquisition unit to be displayed on a terminal used by the first speaker.

Description

Information processing system, information processing method and program

[0001] The present disclosure relates to an information processing system, an information processing method, and a program.

[0002] In contact centers (also called call centers), while an operator is answering a call with a customer, the operator creates a memo (hereinafter referred to as a "call memo" or simply a "memo") about the content of the call. Such a memo may be referred to, for example, by the next operator who answers the customer, or may be used for work called after-call work (ACW). Note that, for example, the technology described in Non-Patent Document 1 is known as a technology that can improve the efficiency of memo creation work.

[0003] ForeSight Voice Mining, Internet <URL: https: / / www.ntt-tx.co.jp / products / foresight_vm / >

[0004] However, there are cases where appropriate notes are not created. For example, some operators forget to leave items that should be left as notes. Also, there are cases where there are differences between operators regarding what items should be left as notes.

[0005] The present disclosure has been made in consideration of the above points, and provides a technology that can assist in creating appropriate notes.

[0006] An information processing system according to one aspect of the present disclosure includes an acquisition unit that acquires a template of a memo regarding the content of a conversation from a memory unit based on the content of the conversation when a first speaker is speaking to a second speaker, and a display control unit that displays the template acquired by the acquisition unit on a terminal used by the first speaker.

[0007] A technique is provided that can assist in creating appropriate notes.

[0008] FIG. 1 is a diagram showing an example of the overall configuration of a contact center system according to the present embodiment; FIG. 2 is a diagram showing an example of the functional configuration of a response support system and an operator terminal according to the present embodiment; FIG. 3 is a diagram showing an example of a basic template; FIG. 4 is a diagram showing an example of an individual template (part 1); FIG. 5 is a diagram showing an example of an individual template (part 2); FIG. 6 is a sequence diagram showing an example of a memo template providing process according to the present embodiment; FIG. 7 is a diagram showing an example of a memo input field included in an operator screen when a basic template is provided; FIG. 8 is a diagram showing an example of a memo input field included in an operator screen when an individual template is provided; and FIG. 9 is a diagram showing an example of cursor movement in a memo input field displayed on an operator screen.

[0009] An embodiment of the present invention will be described below. The following embodiment describes a contact center system 1 that can support appropriate memo creation, targeting cases where a contact center operator creates memos regarding the content of a call with a customer while answering the call. Here, appropriate memos refer to memos that contain just enough information to match the content of the call with the customer. The memos can be referenced by the next operator who answers the customer, or used for after-call work (ACW), for example.

[0010] However, the contact center is just one example, and the present invention can be similarly applied to cases where, for example, a person in an office or store takes notes on the content of a customer interaction while they are in the middle of the interaction, and the creation of appropriate notes is supported.More generally, the present invention can be similarly applied to cases where a person takes notes on the content of a customer interaction while they are in the middle of the interaction, and the creation of appropriate notes is supported.

[0011] <Example of Overall Configuration of Contact Center System 1> An example of the overall configuration of the contact center system 1 according to this embodiment will be described with reference to Fig. 1. Fig. 1 is a diagram showing an example of the overall configuration of the contact center system 1 according to this embodiment.

[0012] 1, the contact center system 1 according to this embodiment includes a response support system 10, a plurality of operator terminals 20, a plurality of telephones 30, one or more supervisor terminals 40, a PBX (Private Branch eXchange) 50, a NW switch 60, and a customer terminal 70. The response support system 10, the operator terminals 20, the telephones 30, the supervisor terminals 40, the PBX 50, and the NW switch 60 are installed in a contact center environment E, which is a system environment of a contact center. Note that the contact center environment E is not limited to a system environment within the same building, and may be, for example, a system environment within multiple geographically separated buildings.

[0013] The response support system 10 is a server or a group of servers that supports an operator in creating appropriate notes regarding the content of a call with a customer, and also provides various functions for supporting the operator's telephone response work and various related work. The response support system 10 provides a variety of functions, including, for example, the functions shown in (1) to (9) below. All of these functions shown in (1) to (9) are functions provided by existing technologies (see, for example, Non-Patent Document 1).

[0014] (1) Voice recognition function: A function that uses packets (voice packets) sent from the NW switch 60 to create a call text that converts a voice call between an operator and a customer into text with time information. (2) Call text provision function: A function that provides the operator terminal 20 with the call text of the call with the customer in real time when answering the phone with the customer, and also provides the operator terminal 20 with notes on past calls with the customer. (3) Search function: A function that searches for call history information that includes various information on calls between the operator and the customer (for example, the call text of the call, etc.), and provides the search results to the operator terminal 20 and the supervisor terminal 40. (4) Summarization function: A function that creates a summary from the call text of the entire call. (5) Call text analysis function: A function that uses the call text to identify the call reason (reason for receiving a call), whether the call is inbound or outbound, and the scene (the situation of the call). (6) Talk script provision function: A function of identifying a talk script from the call reason, inbound or outbound, scene, etc. identified by the call text analysis function, and providing the talk script to the operator terminal 20. (7) Call monitoring function: A function of providing the supervisor terminal 40 with information for monitoring the operator's calls (for example, the call text of the call and inappropriate words contained in the call text). (8) Support request function: A function for the operator to request support for telephone answering work from the supervisor. (9) Analysis function: A function for performing various analyses (for example, analysis of answering quality, etc.) from call history information. Note that the answering support system 10 may provide all of the functions shown in (1) to (9) above, or may provide only some of the functions shown in (1) to (9) above. However, hereinafter, the answering support system 10 is assumed to provide at least the functions shown in (1), (5), and (6) above. Furthermore, the functions shown in (1) to (9) above are merely examples, and it goes without saying that the response support system 10 may provide various other functions in addition to these.

[0015] The operator terminal 20 is a terminal such as a PC (personal computer) used by an operator.

[0016] The telephone 30 is an IP (Internet Protocol) telephone (such as a fixed IP telephone or a mobile IP telephone) used by an operator. It is assumed that the operator terminal 20 and the telephone 30 are in one-to-one correspondence. For example, if the operator terminal 20 and the telephone 30 are installed on a desk or the like and are used by the same operator, the operator terminal 20 and the telephone 30 are in correspondence with each other.

[0017] The supervisor terminal 40 is a terminal such as a PC used by a supervisor. A supervisor is, for example, a person who monitors the calls of an operator and supports the operator's telephone answering work when a problem is likely to occur or at the request of the operator. Usually, one supervisor monitors the calls of several to a dozen operators.

[0018] The PBX 50 is a telephone exchange (IP-PBX) and is connected to a communication network 80 including a Voice over Internet Protocol (VoIP) network and a Public Switched Telephone Network (PSTN).

[0019] The NW switch 60 is a network device that relays packets between the telephone 30 and the PBX 50 , and also captures the packets and transmits them to the response support system 10 .

[0020] The customer terminal 70 is a variety of terminals used by customers, such as a smartphone, a mobile phone, or a landline phone.

[0021] Note that the overall configuration of the contact center system 1 shown in Figure 1 is one example, and other configurations may be used. For example, in the example shown in Figure 1, the customer service support system 10 is included in the contact center environment E (i.e., the customer service support system 10 is on-premise), but all or part of the functions of the customer service support system 10 may be implemented by a cloud service or the like. Similarly, in the example shown in Figure 1, the PBX 50 is an on-premise telephone exchange, but may be implemented by a cloud service. Furthermore, if the operator terminal 20 has a telephone function, the contact center system 1 may not include a telephone 30.

[0022] <Example of functional configuration of the response support system 10 and the operator terminal 20> An example of the functional configuration of the response support system 10 and the operator terminal 20 according to this embodiment will be described with reference to Fig. 2. Fig. 2 is a diagram showing an example of the functional configuration of the response support system 10 and the operator terminal 20 according to this embodiment.

[0023] 2 , the response support system 10 according to this embodiment includes a template acquisition unit 101, a call analysis unit 102, and a UI provision unit 103. These units are implemented, for example, by one or more programs installed in the response support system 10, which are executed by a computing device such as a CPU (Central Processing Unit). The response support system 10 according to this embodiment also includes a template storage unit 104. The template storage unit 104 is implemented, for example, by a storage area of ​​a storage device such as a hard disk drive (HDD), a solid state drive (SSD), or a flash memory.

[0024] When a call is initiated between the telephone 30 and the customer terminal 70, the template acquisition unit 101 acquires a memo template, called a basic template, from the template storage unit 104. Furthermore, during a call between the telephone 30 and the customer terminal 70, the template acquisition unit 101 acquires a memo template, called an individual template, corresponding to the call content from the template storage unit 104 in accordance with the call content analyzed by the call analysis unit 102. Here, a memo template refers to a template (prototype) of memo items related to the call content. Furthermore, a basic template refers to a memo template related to items that need to be recorded in common across all calls (e.g., "date and time," "customer name," etc.). On the other hand, an individual template refers to a template related to items that need to be recorded in a call when the call content is specific. Specific examples of basic templates and individual templates will be described later.

[0025] The call analysis unit 102 analyzes the call between the telephone 30 and the customer terminal 70 (including analyzing the call text, which is a text version of the audio of the call) and identifies the content of the call. For example, the call analysis unit 102 uses the call text analysis function described in (5) above to identify the call reason (reason for the call), whether the call is inbound or outbound, and the scene (the situation of the call) using the call text between the operator and the customer. Furthermore, for example, the call analysis unit 102 uses the talk script provision function described in (6) above to identify a talk script from the call reason, whether the call is inbound or outbound, the scene, etc. A talk script is information that defines what the operator should say when the content of a call with a customer is a specific call content. A talk script may also be called, for example, a scenario, a script, a manual, etc.

[0026] The UI providing unit 103 provides UIs (user interfaces) such as various screens to the operator terminal 20. For example, the UI providing unit 103 provides the operator terminal 20 with a memo template acquired by the template acquiring unit 101, or provides the operator terminal 20 with an operator screen including a memo input field for the operator to enter a memo. The operator screen is represented by information such as HTML (Hypertext Markup Language), CSS (Cascading Style Sheets), JavaScript, etc. For example, the UI providing unit 103 may provide various screens (for example, a supervisor screen for the supervisor to monitor the operator) to the supervisor screen.

[0027] The template storage unit 104 stores memo templates. That is, the template storage unit 104 stores a basic template and one or more individual templates. Here, the template storage unit 104 stores various individual templates corresponding to the content of a call. For example, the template storage unit 104 may store an individual template corresponding to each call reason for each call reason. Also, for example, the template storage unit 104 may store an individual template for inbound calls and an individual template for outbound calls. Also, for example, the template storage unit 104 may store an individual template corresponding to each scene for each scene. Also, for example, the template storage unit 104 may store an individual template corresponding to each talk script for each talk script.

[0028] 2, the response support system 10 also has various databases (DBs) and other functional units used to implement the various support functions. For example, the response support system 10 has an operator information DB that stores operator information including the operator ID and attributes (name, organization, etc.) of each operator, a call history DB that stores each call history information, etc.

[0029] 2, the operator terminal 20 according to this embodiment has a UI control unit 201. The UI control unit 201 is realized, for example, by a process in which one or more programs (e.g., a web browser) installed in the operator terminal 20 are executed by a computing device such as a CPU.

[0030] The UI control unit 201 displays on a display the UI provided by the response support system 10. The UI control unit 201 also accepts various input operations (e.g., pressing a button, inputting characters, etc.) by the operator on the UI.

[0031] <Specific Examples of Memo Templates> Specific examples of memo templates stored in the template storage unit 104 will be described below.

[0032] Specific Example of Basic Template A specific example of a basic template will be described with reference to Fig. 3. Fig. 3 is a diagram showing an example of a basic template.

[0033] 3 defines items such as "date and time," "customer name," "date of birth," and "telephone number," because items such as "date and time," "customer name," "date of birth," and "telephone number" are items that must be entered in common for all calls.

[0034] Specific Example (Part 1) of an Individual Template A specific example (Part 1) of an individual template will be described with reference to Fig. 4. Fig. 4 is a diagram (Part 1) showing an example of an individual template.

[0035] The individual template T110 shown in Fig. 4 is an individual template that assumes an air conditioner as the product and is provided when "new installation," which indicates that the customer has called to request a new installation of an air conditioner, is identified as the call reason. The individual template T110 shown in Fig. 4 defines items such as "product name and model number," "installation date," "time," "address," "whether power supply work is required," and "whether plumbing holes are present." This is because items such as "product name and model number," "installation date," "time," "address," "whether power supply work is required," and "whether plumbing holes are present" are items that need to be written in a call regarding the new installation of an air conditioner.

[0036] Specific Example (Part 2) of an Individual Template A specific example (Part 2) of an individual template will be described with reference to Fig. 5. Fig. 5 is a diagram (Part 2) showing an example of an individual template.

[0037] The individual template T120 shown in Fig. 5 is an individual template provided when the product is an air conditioner and "failure," which indicates that a customer called due to a malfunction of the air conditioner, is identified as the call reason. The individual template T120 shown in Fig. 5 defines fields such as "product name and model number," "occurring phenomenon," "whether repair is necessary," "repair date," "time," and "address." This is because fields such as "product name and model number," "occurring phenomenon," and "whether repair is necessary" are fields that need to be filled in when a malfunction of the air conditioner is suspected, and fields such as "repair date," "time," and "address" are fields that need to be filled in when the air conditioner needs to be repaired.

[0038] <Memo Template Providing Process> The memo template providing process according to this embodiment will be described below with reference to Fig. 6. Fig. 6 is a sequence diagram showing an example of the memo template providing process according to this embodiment.

[0039] When a call is started between the telephone set 30 and the customer terminal 70, the template acquisition unit 101 of the response support system 10 acquires a basic template from the template storage unit 104 (step S101).

[0040] The UI providing unit 103 of the response support system 10 sends the operator screen and the basic template obtained in step S101 above to the operator terminal 20 corresponding to the telephone 30 on which the call with the customer terminal 70 was initiated (step S102).

[0041] When the UI control unit 201 of the operator terminal 20 receives the operator screen and the basic template from the customer service support system 10, it displays on the display an operator screen including a memo entry field in which the items defined in the basic template are entered (step S103). For example, when the basic template T100 shown in FIG. 3 is received, the UI control unit 201 displays on the display an operator screen including a memo entry field 1000 shown in FIG. 7. In the memo entry field 1000 shown in FIG. 7, the items "Date and Time," "Customer Name," "Date of Birth," and "Telephone Number" defined in the basic template T100 shown in FIG. 3 are entered as items 1110 to 1140, respectively. This allows the operator to know that, for example, notes regarding "Date and Time," "Customer Name," "Date of Birth," and "Telephone Number" should be entered in the memo entry field 1000.

[0042] While a call is being made between the telephone 30 and the customer terminal 70, the call analysis unit 102 of the response support system 10 analyzes the call and identifies the content of the call (step S104). For example, the call analysis unit 102 may use the text of the call between the operator and the customer to identify one or more of the call reason, inbound / outbound, scene, and talk script as the call content.

[0043] The call analysis unit 102 executes the above step S104 at predetermined intervals (for example, every few seconds to every few tens of seconds), analyzes the call between the telephone 30 and the customer terminal 70, and identifies the content of the call.

[0044] The template acquisition unit 101 of the response support system 10 acquires an individual template corresponding to the call content from the template storage unit 104 in accordance with the call content identified in step S104 (step S105).

[0045] For example, if a call reason is identified as the call content in step S104 above, the template acquisition unit 101 acquires, from the template storage unit 104, an individual template corresponding to the call reason identified in step S104 above.

[0046] Furthermore, for example, if inbound or outbound is identified as the content of the call in step S104, the template acquisition unit 101 acquires, from the template storage unit 104, an individual template corresponding to the inbound or outbound identified in step S104.

[0047] Furthermore, for example, if a scene is identified as the content of the call in step S104 above, the template acquisition unit 101 acquires, from the template storage unit 104, an individual template corresponding to the scene identified in step S104 above.

[0048] Furthermore, for example, if a talk script is identified as the content of the call in step S104, the template acquisition unit 101 acquires, from the template storage unit 104, an individual template corresponding to the talk script identified in step S104.

[0049] If two or more of the call reason, inbound / outbound, scene, and talk script are identified as the call content in step S104, the template acquisition unit 101 may acquire two or more individual templates corresponding to each of these two or more call contents from the template storage unit 104.

[0050] The UI providing unit 103 of the response support system 10 transmits the individual template acquired in step S105 to the operator terminal 20 corresponding to the telephone 30 currently in communication with the customer terminal 70 (step S106).

[0051] When the UI control unit 201 of the operator terminal 20 receives the individual template from the customer service support system 10, the UI control unit 201 adds items defined in the individual template to a memo input field included in the operator screen (step S107). For example, when the UI control unit 201 receives the individual template T120 shown in FIG. 5, the UI control unit 201 adds items defined in the individual template T120 shown in FIG. 5, such as "Product Name / Model Number," "Occurring Event," "Whether Repair is Necessary," "Repair Date," "Time," and "Address," to the memo input field. As a result, for example, a memo input field 1000 shown in FIG. 8 is displayed on the operator screen. In the memo input field 1000 shown in FIG. 8, the items defined in the individual template T120 shown in FIG. 5, "Product Name / Model Number," "Occurring Event," "Whether Repair is Necessary," "Repair Date," "Time," and "Address," are written as items 1210 to 1260, respectively. Therefore, the operator can know that he or she should write notes regarding, for example, "Product Name / Model Number," "Occurring Event," "Whether Repair is Necessary," "Repair Date," "Time," and "Address" in the memo input field 1000. In the memo input field 1000 shown in Figure 8, the operator has entered "Monday, June 12, 2023" as a memo for item 1110, "Mount A, Mr. B" as a memo for item 1120, "March 4, 1975" as a memo for item 1130, and "090-1234-5678" as a memo for item 1140.

[0052] As described above, the customer service support system 10 according to this embodiment provides the operator terminal 20 with a basic template that defines the items that need to be entered in common for all calls at the start of the call. The customer service support system 10 according to this embodiment also provides the operator terminal 20 with an individual template that defines the items that need to be entered during the call depending on the content of the call. This allows the operator using the operator terminal 20 to know the items that need to be entered as notes depending on the content of the call with the customer, making it possible to enter just the necessary and sufficient items.

[0053] <Modifications> Modifications of this embodiment will now be described.

[0054] Variation 1 The call analysis unit 102 may, for example, use known natural language processing technology to identify from the call text what item the customer and the operator are discussing, and transmit the identification result to the operator terminal 20. Then, when the UI control unit 201 receives the identification result from the customer service support system 10, it may control the position of the cursor indicating the input position in the memo input field.

[0055] For example, as shown in Fig. 9, when the cursor 2000 is located under the item 1220 in the memo input field 1000, the call analysis unit 102 identifies from the call text that the customer and the operator are talking about "address," and this identification result is sent to the operator terminal 20. At this time, when the UI control unit 201 receives this identification result from the customer service support system 10, it may perform control to move the position of the cursor 2000 to under the item 1260 representing "address." This reduces the effort required by the operator when writing notes, and enables efficient memo creation.

[0056] Variation 2 In the above embodiment, the items defined in the individual template are added after the items defined in the basic template. However, for example, if no notes are written in the items defined in the basic template, the items defined in the basic template may be replaced with the items defined in the individual template.

[0057] Modification 3: Memos for each item entered in the memo input field may be entered automatically or semi-automatically. For example, the UI control unit 201 may use the call text to automatically enter memos for each item entered in the memo input field. Furthermore, for example, the UI control unit 201 may support semi-automatic entry by suggesting to the operator the contents of memos for each item entered in the memo input field using the call text.

[0058] Variation 4: In the above embodiment, the call reason, inbound / outbound, scene, and talk script are identified as the call content, and then an individual template corresponding to the call content is acquired. However, an individual template may be acquired taking into consideration various factors other than the call content. For example, an individual template may be acquired taking into consideration the industry to which the product or service related to the call handling belongs, the time of year, the contract amount, the customer's emotions estimated by known emotion estimation technology, and the like.

[0059] Variation 5: The UI control unit 201 may, for example, identify important parts in the call text and notify the operator to write down notes about the important parts. Examples of important parts include the contract amount and the contract date. Furthermore, important parts may be parts where the customer's emotion estimated by known emotion estimation technology is a negative emotion (e.g., anger, sadness, etc.).

[0060] In addition to the above, for example, words, phrases, etc. (hereinafter also referred to as "rapidly increasing words") that are rapidly increasing in call text collected within the contact center system 1 or in text used in an external system (for example, a web system that provides a news site, a system that provides a social networking service (SNS)), may be identified, and if a rapidly increasing word appears in the call text, the location where the rapidly increasing word appears may be determined to be an important location. Note that rapidly increasing words can be identified by, for example, calculating the frequency of appearance of words, phrases, etc. using text (including call text) from the past few days to weeks, and ranking them in order of frequency of appearance.

[0061] The present invention is not limited to the above-described specifically disclosed embodiments, and various modifications, changes, and combinations with known technologies are possible without departing from the scope of the claims.

[0062] REFERENCE SIGNS LIST 1 Contact center system 10 Response support system 20 Operator terminal 30 Telephone 40 Supervisor terminal 50 PBX 60 NW switch 70 Customer terminal 80 Communication network 101 Template acquisition unit 102 Speech analysis unit 103 UI provision unit 104 Template storage unit 201 UI control unit E Contact center environment

Claims

1. An information processing system having: an acquisition unit that acquires from a memory unit a template of a memo regarding the content of a conversation when a first speaker is speaking to a second speaker, based on the content of the conversation; and a display control unit that displays the template acquired by the acquisition unit on a terminal used by the first speaker.

2. An information processing system as described in claim 1, further comprising an analysis unit that analyzes the content of the conversation between the first speaker and the second speaker and identifies the content of the interaction, and the acquisition unit acquires from the memory unit a template corresponding to the content of the interaction identified by the analysis unit.

3. An information processing system according to claim 1 or 2, wherein the template defines items necessary for taking notes on the contents of the call.

4. An information processing method in which a computer executes the following steps: an acquisition step of acquiring from a memory unit a template of a memo relating to the content of a conversation when a first speaker is speaking to a second speaker, based on the content of the conversation; and a display control step of displaying the template acquired by the acquisition step on a terminal used by the first speaker.

5. A program that causes a computer to execute the following steps: an acquisition procedure for acquiring from a memory unit a template of a memo regarding the content of a conversation when a first speaker is speaking to a second speaker, based on the content of the conversation; and a display control procedure for displaying the template acquired by the acquisition procedure on a terminal used by the first speaker.

Images