Call Speech Analysis Processing for Objective Sales Assessment
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Solution Overview
Problem
Conventional sales activities via telephone are assessed subjectively, limiting objective evaluation, leading to costly individual training and lectures for salespersons.
Innovation Solution
An information processing device that acquires, analyzes, and presents call information to support sales activities by detecting speech segments, extracting relevant information, and generating support data for users.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If subjective assessment by superiors is used to evaluate sales activities, then ease of operation is improved, but measurement precision deteriorates
Solution Approach 1:
The patent replaces the manual subjective assessment mechanism with an automated speech analysis system that uses speech recognition and natural language processing to objectively evaluate sales calls, thereby eliminating the trade-off between ease of operation and measurement precision
Solution Approach 2:
The system enables self-assessment by automatically analyzing speech data from sales calls and generating evaluation metrics without requiring superior involvement, thus maintaining ease of operation while improving objectivity through automated measurement
2Manufacturing precision
If individual training and lectures are conducted for salespersons, then manufacturing precision is improved, but loss of energy worsens
Solution Approach 1:
The system creates automated copies of effective sales techniques by analyzing successful call patterns and replicating them through AI-driven feedback, eliminating the need for costly individual training while maintaining training effectiveness
Solution Approach 2:
The speech analysis system serves multiple functions including real-time feedback, performance evaluation, and training material generation, replacing the need for separate training programs and reducing overall energy consumption
3Measurement precision
If comprehensive speech analysis is performed on call information, then measurement precision is improved, but device complexity worsens
Solution Approach 1:
The patent segments the speech analysis process into distinct functional modules including speech recognition, natural language processing, and metric generation, which reduces overall system complexity while maintaining comprehensive analysis accuracy
Data Source
AI summary
The present invention addresses the problem of providing a technique for assisting the realization of more efficient business activities, while taking account of objective indicators. In a server 1 which supports a user U having a telephone call with a call destination C, an acquiring unit 101 acquires information recorded during the call between the user U and the call destination C, as call information. An extracting unit 102 detects utterance segments VS1 to VSn in which speech is present, from the acquired call information, and extracts speech information VI1 to VIm from each utterance segment VS1 to VSn. An analyzing unit 103 performs analysis based on elements E1 to Ep, on the basis of the extracted speech information VI1 to VIm. A generating unit 104 generates business support information for supporting the call with the user U, on the basis of the results of the analysis. A presenting unit 105 presents the generated business support information to the user U. The abovementioned problem is thus resolved.