JP4690999B2 - Operator work support system - Google Patents

Description

  The present invention relates to an operator business support system.

In call center operations, how to shorten the processing time per case is a major proposition for reducing operational costs. In a standardized business of ordering and receiving (for example, mail order), various support tools have been developed and applied, such as a system that pops up a response manual and customer information on the screen as soon as an incoming call is received.
Technical support call centers cannot standardize the contents of the response, and the contents vary widely, and the call time per call becomes longer. In such technical support, operator's voice is converted into a text log by voice recognition technology, and the recorded voice and text log are stored in association with each other, thereby reducing the operator's load required for creating business logs. In addition, the working time is shortened. An example of such an operator work support system is described in Patent Document 1.

JP 2006-126966 A

  On the other hand, there are cases in which a specific communication item is indispensable as a response content in product consultation or the like. Moreover, it is required to transmit each item in an appropriate order without omission, such as the first explanation, the intermediate mandatory transmission item, and the last explanation. Furthermore, it is desirable to define the content of statements that are undesirable for the operator as NG words. In the operator business, such matters exist as compliance to be observed.

  Some operator work support systems are controlled by an operator through an interface displayed on a screen. For example, multiple buttons corresponding to specific products and conversation situations are displayed, and when the operator clicks the button, a response guide with the contents corresponding to the situation is displayed, or the operator selects multiple call situations. In some cases, the content to be transmitted next is displayed as a talk script.

  There are some which detect a specific keyword from the utterance contents of the operator recorded in the text log and perform processing according to the detected keyword. Here, the processing according to the keyword includes processing for warning the operator that the keyword is an NG word that should not be used, and processing for highlighting the keyword as an important word in the text log. .

The operation of such a support system will be described using the screen examples shown in FIGS. 12a to 12e.
FIG. 12a is an example of the main screen 800 that is the center of the operation by the operator. The main screen 800 includes a call start button 801. By clicking this button, the operator can display a response log content display screen 810 as shown in FIG. On this screen, data obtained by text-logging the utterance content of the operator in one call by the voice recognition engine is displayed. In addition, a list of keywords extracted from the text log is displayed on this screen.
These displays are updated in real time as the call progresses.

  The main screen 800 includes a response log list display button 802. The operator can display a reception log list display screen 820 as shown in FIG. 12C by clicking this button. On this screen, a list of response logs corresponding to a plurality of calls recorded in the past is displayed. When one response log is selected on this screen, a keyword list screen 830 including a list of keywords included in the response log is displayed as shown in FIG. 12d.

  When the operator designates one response log and clicks the audible button 821 on the response log list display screen 820 in FIG. 12C, the audibility screen 840 shown in FIG. 12E is displayed. The operator uses the speech screen 840 to listen to the voice of the call recorded in the past and correct the text data accordingly.

  With such a configuration, the conventional support system guides the content that the operator should convey to the customer, and checks the NG word, that is, the keyword that the operator should not use.

  However, the conventional operator support system as described above has a problem that it is not possible to check whether or not the content that the operator should transmit to the customer has been actually transmitted.

In the prior art that guides the content to be transmitted, there is nothing to check whether the guided content is actually transmitted. One reason for this is that, depending on the situation, the operator does not necessarily transmit the contents of the guide as it is, so it is difficult to determine whether or not the contents are substantially transmitted.
In particular, in the conventional technology including processing for extracting a specific keyword from the utterance content of the operator, there are some which check the keyword that the operator should not use, but check whether the keyword that the operator should use is used correctly. There is no one that checks the order in which such keywords are used or the missing keywords.

  Because of such problems, it is not possible to automatically perform an operator compliance check in call center operations. Therefore, reporting work by the operator himself / herself and preparation of a call log by himself / herself are necessary, and there is room for improvement in the operator's work efficiency and objectivity of the check.

  The present invention has been made to solve such problems, and provides an operator business support system capable of checking whether or not the contents to be transmitted to the customer by the operator are actually transmitted. For the purpose.

In order to solve the above-mentioned problems, an operator work support system according to the present invention is an operator work support system that supports an operator's work associated with a telephone call, and includes keywords related to contents to be transmitted by the operator, , A rule for keywords, including a rule representing the order in which the keywords are transmitted, a storage device for storing the rules, a means for receiving the operator's voice input, and converting the input operator's voice into a character string A keyword processing unit that obtains text data and extracts a keyword from the text data, collates a screen as an output device, a keyword, and a rule, and outputs a collation result to the output device with the door, the rules, the order value defined friendly representing the order in which the rule is satisfied The same order value can be defined for a plurality of rules, and the keyword processing unit further determines whether or not the order in which the rules are satisfied is inconsistent with the order values defined in the rules, When the same order value is defined for multiple rules, the keyword processing unit does not determine whether the order in which those rules are satisfied is inconsistent with the order value, or determines that there is no contradiction. The

Rules includes a mandatory rules to be satisfied, and a good optional rules without being satisfied, any rule is a rule that a particular value is defined as the order value, mandatory rules, identified as sequence values The keyword processing unit does not perform matching with the keyword for the arbitrary rule, and the keyword processing unit determines whether the arbitrary rule is inconsistent with the order value. It may be determined not to be performed or to be consistent.
The storage device stores a plurality of scenarios representing call patterns and a plurality of sections representing a group of utterances in the plurality of scenarios, at least one of the sections includes at least one rule, and the keyword processing unit includes: A rule used for matching with a keyword may be selected in units of sections.
At least one of the rules is a section start rule indicating the start of a section. At least one of the sections includes a section start rule. When the keyword processing unit determines that the section start rule is satisfied, the section A section containing a start rule may be started.
A graphical user interface for editing the scenario may be further provided.
The keyword processing unit may add a rule used for matching with the keyword according to the keyword extracted from the text data of the operator's voice.
The output of the result may be performed by screen display.
Further, the output of the result may be performed by storing the collation result for each call in the storage device.
The keyword processing unit may start the matching between the keyword and the rule before the call ends.

  According to this invention, in the operator business support system, the keyword processing unit collates the keyword extracted from the operator's utterance with the item rule related to the keyword, and outputs the result. For this reason, it is possible to check whether or not the content that the operator should transmit to the customer is actually transmitted.

Embodiments of the present invention will be described below with reference to the accompanying drawings.
Embodiment 1 FIG.
FIG. 1 is a diagram showing a configuration including an operator work support system 1 including a voice recognition engine and an operator work support tool according to Embodiment 1 of the present invention.
A private branch exchange (PBX) 4 for a call center is connected to a public switched telephone network (PSTN) 2. This private branch exchange 4 is, for example, a definition of AVAYA.

The private branch exchange 4 is connected to a telephone 6 that is an operator telephone that receives a call addressed to the operator 20. Furthermore, the telephone 6 is connected to the PC 12 and the headset 14 which are operator PCs used by the operator 20 for business via the plug adapter 8 and the switch box 10 which is a switching unit.
The telephone 6 receives a signal from the private branch exchange 4 and transmits it to the switch box 10 via the plug adapter 8 and receives a signal from the switch box 10 and transmits it to the private branch exchange 4. A microphone output terminal 6b is used, and for example, AVAYA's Callmaster IV is used. Depending on the type of telephone, the function of the plug adapter may be included, or it may be a normal modular jack.

  The headset 14 includes a speaker 14a that converts a signal from the switch box 10 into voice and transmits the voice to the operator 20, and a microphone 14b that converts voice generated by the operator 20 into a signal and sends the signal to the switch box 10, for example. VXI's TuffSet series and Passport series are used.

The PC 12 is a computer having a known configuration including an arithmetic device and a storage device, and includes a display and a speaker output terminal having a screen as an output device, a keyboard, a mouse, and a line input terminal as input devices. For example, a CPU such as a Pentium (registered trademark) 4 processor operating at a clock frequency of 3 GHz is provided as an arithmetic unit, and a memory having a capacity of 1 GB and a hard disk drive having a capacity of 160 GB are provided as storage devices. The PC 12 includes a network interface for performing input / output via the network.
Note that the PC 12 can simultaneously receive two audio inputs, for example, signals that are independent audio data such as stereo audio L channel and R channel, through a line input terminal, and store them in a storage device as a single file. Is possible. However, in this file, the L channel and the R channel are recorded independently and can be reproduced independently through a speaker output terminal later.

  FIG. 2 shows an outline of the logical configuration of the PC 12. The PC 12 includes a speech recognition unit 30 that is a logging device that includes a speech recognition engine that converts input speech into a character string, and a keyword that processes keywords included in a call based on text data that is the result of speech recognition. And a processing unit 32. That is, the CPU of the PC 12 functions as the voice recognition unit 30 and the keyword processing unit 32 by executing a program (not shown) stored in the storage device.

The storage device of the PC 12 stores a section group definition 40, a section definition 50, an NG rule definition 60, and a treatment rule definition 70, which are data.
Here, these definitions include definitions relating to contents to be transmitted by an operator's explanation or the like in a call at a call center. In this specification, a call in a call center is modeled as follows, and each data is defined along this model. In this specification, “communication” is determined based on whether or not the utterance of the operator is included in the content of the text recognized by the voice recognition unit 30 regardless of whether or not the utterance of the operator is actually transmitted to the customer. Shall be.

  Several standard business execution patterns are defined for each business type of operator. This pattern is called “scenario”. As examples of scenarios, there are scenarios corresponding to inquiries defined for each product (inquiry scenarios for A products, inquiries about B products, etc.) and scenarios defined for each type of complaint.

Each scenario includes a “section” representing a group of utterances as a finer unit of conversation. Examples of this section include general greetings immediately after an incoming call, precautions before product description, explanation of each product, explanation of cost generation, confirmation of the existence of questions, confirmation of request for sending materials, termination of the call There are greetings, etc. Scenarios are divided into sections, and conversely, scenarios are constructed by connecting sections.
A section is included only in a specific scenario such as a description of a specific product, and a section is included in common in a plurality of scenarios such as a greeting. The “section” may be called a “block” or the like.

As a unit of conversation, a “section group” that is intermediate between a scenario and a section may be defined. That is, a set of sections is a section group, and a set of section groups is a scenario. The section group is arbitrary, may not be defined, and may be defined hierarchically over several stages. It is also possible to multiplex section groups, such as defining section groups within section groups.
Within each scenario, section groups and sections may or may not have an order relationship (ie, continuity) with other section groups and sections. Those not having such a relationship may be transmitted in any order within a predetermined range.

The section group definition 40 shown in FIG. 2 is data that defines, for each scenario, the sections included in the scenario and the relationship between the section groups.
FIG. 3 shows an example of the configuration of the section group definition 40. In the example of FIG. 3, the section group definition 40 includes definitions for two scenarios, namely scenario (1) and scenario (2). In FIG. 3, an example scenario is indicated by reference numeral 41.

Each scenario includes a section group, a section, a free section, a treatment rule, and a sequence indicating a connection relationship therebetween, and defines a condition under which each section and the free section are executed.
In this specification, “execution” of a section or the like means that a rule regarding a conversation defined in the section or the like is applied as valid in a certain call.

The section defines the contents that need to be transmitted from the operator to the user, that is, the customer, using keywords, and defines the rule range thereof. Details will be described later with reference to FIG. An example of a section is indicated by reference numeral 51 in FIGS. 3 and 6a.
A section can have its definition empty (undefined), which indicates that there are no applicable rules.
A free section is a section in which an order relationship is not defined with other sections, and may be executed at any time within a specific range.

Scenario (1) in FIG. 3 includes section groups (1) to (3) as its internal structure. Section groups (1) to (3) are executed in this order. The section group (1) includes an opening section S-1 as a section. The section group (1) shifts to the section group (2) when a specific “product selection” is made.
Section group (2) includes product sections A-1 to A-3, product section B-2, and free sections X-2 and X-3. The transition from “product section A-1” to “product section A-2” or “product section B-2” in the section group (2) is performed when a product corresponding to each section is selected. Transition. In addition, “product section A-2” is normally shifted to “product section A-3”, but when a specific condition (indicated as “* connection condition 3 *” in FIG. 3) occurs, it is assumed. It becomes a conditional reference sequence and shifts to “free section X-3”.
Further, when a specific condition (described as “* connection condition 1 *” in FIG. 3) is generated from “free section X-2”, it becomes a reference sequence with a precondition and shifts to “treatment rule 1”. . Further, when a specific condition (described as “* connection condition 2 *” in FIG. 3) is generated from “product section B-2”, it becomes a reference sequence with a precondition and shifts to “treatment rule 2”.
Scenario (1) includes a free section X-1 that does not belong to a section group. Free section X-1 may be executed in any order within scenario (1).

It should be noted that not only the order but also other conditions regarding the transition between sections can be defined between the sections.
The free section X-2 may be executed whenever the section group (2) is being executed.

The treatment rule defines a response when a specific situation occurs related to “injustice” in a call. The conditions representing this specific situation include the total number of frauds, the total number of sections in which fraud has occurred, and fraudulent content. Details of the contents of the “injustice” will be described later, but include, for example, a case where the order in which keywords are transmitted within a section has been changed, and a case where keywords to be transmitted are not transmitted.
The scope of action rules can be freely defined, and rules that are commonly applied throughout the scenario, rules that are commonly applied only within a specific section group, and rules that are applied only within a specific section are defined. it can.

In FIG. 3, treatment rule 1 is connected to section group (2). That is, the treatment rule 1 is effectively applied when a specific condition (described as “* connection condition 1 *” in FIG. 3) occurs during the execution of the section group (2). Similarly, the treatment rule 2 is connected to the product section B-2 as a reference sequence with a precondition.
Section group (3) includes closing sections E-1 and E-2. Either of the closing sections E-1 and E-2 may be executed first.

  Sequences represented by arrows indicate rules between each other, such as the order in which sections and the like are executed. Sections that are not connected by a sequence have no defined order relationship. In the case of a free section, it means that the section order is not defined, and in the case of a normal section that is not a free section, the section is not automatically executed under certain conditions, and the operator's selection operation Means to be executed temporarily. This selection operation is performed, for example, when a keyword that requires special processing is detected, the processing is not yet completed, and the keyword is pending, and the operator wants to execute a section related to processing of the keyword. Is.

The sequence includes an “order sequence” that defines an order relationship in which sections and the like are executed, and a “reference sequence with preconditions” that defines a specific situation in which the sections and the like are executed. As shown in FIG. 3, the “order sequence” can be defined to flow in a one-to-one manner such as section group (1) to section group (2). Depending on the detected keyword, it is possible to define a transition from one section to a plurality of sections so as to shift to either the product section A-2 or the product section B-2.
The reference sequence with a precondition sets a condition including a keyword as a rule for connection between sections. As a result, it is possible to change the dynamic sequence corresponding to the progress of the conversation, that is, the result of the keyword check. For example, when an operator issues a specific keyword defined as an NG word, it is possible to add and execute a section defined to follow the keyword.
Reference sequences with preconditions can also be defined to transition according to the state of the previous section. For example, as described in the conditions of the free section X-3 in FIG. 3, when the previous section is completed (all relevant keywords are satisfied) or the previous section is in progress, It can be stipulated to be migrated.

  A plurality of scenarios, section groups, sections and the like can be defined, and are uniquely managed by an identification number indicating each. A section may have an identification number that is a unique definition across all scenarios and a relative number assigned within each scenario that is valid only within that scenario. The same section may be included in common in a plurality of scenarios. That is, when a scenario is newly created, an existing section and a newly created section may be combined. As a result, the common section can be reused, and even when the contents of one common section are modified, collective maintenance management can be performed.

  The above is the definition of scenario (1), but scenario (2) is similarly defined. In the example of FIG. 3, the scenario (2) includes the product section A-3, which indicates the same product section A-3 included in the scenario (1). That is, a single section is commonly included in multiple scenarios.

The scenario definition is managed by a management application having a function for displaying and editing a module diagram as shown in FIG. 3, and a series of contents can be connected and output from the beginning according to the order relation for each scenario. it can.
In the scenario illustrated in FIG. 3, a black square (■ mark) is placed at the beginning of a section having an order, a black diamond (♦ mark) is placed at the beginning of a free section, and a surprise mark (! Mark) is placed at the beginning of a processing rule. It is attached. These are marks for explanation, but the section group definition 40 has a flag that can determine whether the sections have an order, a free section, a processing rule, or an NG rule. It shall be remembered.
FIG. 4 shows the scenario (1) defined in FIG. 3 in a different format. Circled cross symbols represent the same conditions as in the sequence of FIG. In the management application, the structure of sections and the like in the scenario can be expressed as a network structure as shown in FIG. 3 or as a tree structure as shown in FIG.
FIG. 5 shows only the sections and the treatment rules in the scenario (1) defined in FIG. 3, and omits the display of the mutual relationship between them. Further, in FIG. 5, the section represented by the broken line indicates that it is shared with other scenarios, and the section and treatment rule represented by the solid line indicate that they are used only within the scenario (1). As described above, the management application can simply indicate whether the section, the treatment rule, and the like are shared with other scenarios. Also, when a system administrator creates a scenario using a management application, first the outline of the scenario is determined, for example, a scenario for inquiring about A product, and then the section group in the scenario is divided into an opening section and an A product description section. , Determine the closing section, and then define the sections within each group section along with the sequence. When creating the scenario, it is possible to use the section defined in the already created scenario. That is, a section can be used in multiple section groups and multiple scenarios.

The operator work support system 1 may include a graphical user interface (GUI) for editing such a scenario definition. This graphical user interface may be provided by the keyword processing unit 32 or may be provided by other means. The scenario input using the GUI is managed / edited by the management application and added to the definition contents of the section group definition 40, the section definition 50, the NG rule definition 60, and the treatment rule definition 70 stored in the storage device. Updated.
Here, the graphical user interface is an interface having a function of performing screen display including an image when outputting data to an editor and a function of accepting an operation by a pointing device such as a mouse for the screen display as an input. Means.

The section definition 50 shown in FIG. 2 is data defining item rules included in each section included in the scenario.
FIG. 6 a shows six examples of the configuration of the section definition 50. Note that for clarity and simplification of the description, the section definition shown in FIG. 6a does not cover all of the sections shown in FIG. 3, and includes some sections not shown in FIG.

Each section includes a definition name and a definition number for distinguishing the section from other sections. This is described in the first line in the section definition, for example.
In the example of “product section A-2” in FIG. 6A, “product section A-2” is the definition name, and “A002” is the definition number.

Each section includes a representative row surrounded by “” symbols. The representative line includes a title that is surrounded by <> symbols to help the operator recognize the section. This title is used for screen display for an operator, for example. In addition, the representative row includes a condition that is defined after the title and that starts the section.
The condition under which a section is started may be defined including specific keywords. The conditions for keywords can include any of the following:
・ When a keyword is transmitted to a customer ・ When any one of a plurality of keywords is transmitted (that is, logical sum)
・ When all of multiple keywords are transmitted within a certain period of time (ie, logical product)
A case where all of a plurality of keywords are transmitted in a specific order within a certain time. Further, a combination of the above conditions may be defined. Here, “within a certain time” is a time determined in advance by the present system, but is a time that can be appropriately designated by the system administrator. For example, the condition relating to the keyword is confirmed by an utterance for a predetermined time designated as 5 minutes.
Further, the condition relating to the keyword may be confirmed by the number of utterances (for example, 20 utterances) instead of a fixed time. Note that one “utterance” means a group of utterances that are provided as text and provided to the keyword processing unit 32 (see FIG. 2) from the outside. This may be provided in any way. For example, the voice recognition unit 30 (see FIG. 2) detects a part where the volume of the operator voice is below a certain level over a period of 300 ms or more as a break. The text corresponding to the interval is provided to the keyword processing unit 32 as one utterance.

  The keyword may be a word, may include a plurality of words, or may be a part or all of a sentence. Examples include specific product names such as “in charge”, “phone number”, “product A”, “A investment trust”, “A investment trust menu”, “risk”, “this menu”, “trust reward”, “ There are "Commitment", "Cannot be committed", "Cannot be committed", "I don't know", "Application details", etc.

  In the example of “product section A-2” in FIG. 6A, “risk description” is the title. This section is executed when the operator transmits the keyword “risk explanation” or when the keyword “risk” and the keyword “explanation” are transmitted within a certain period of time.

Each section may include one or more item rule lines following the representative line. In FIG. 6 a, an example item rule is indicated by reference numeral 52. Each item rule line is enclosed in black brackets and defines the rules for keywords that apply within that section. The item rule line includes a number indicating the order in which the rule should be satisfied within the corresponding section, and a title surrounded by a <> symbol so that the operator can easily recognize the item rule. This title is used, for example, for screen display for the operator.
The rules for keywords include the following as well as the conditions under which the above section begins.
・ Rule indicating that a certain keyword should be transmitted to the customer ・ Rule indicating that any one of a plurality of keywords should be transmitted (that is, logical sum)
A rule indicating that all of a plurality of keywords should be transmitted within a certain time (ie, logical product)
A rule indicating that all of a plurality of keywords should be transmitted in a specific time and in a specific order. The rule may include a combination of the above rules.

In the example of “product section A-2” in FIG. 6A, two item rules are defined.
The title of the first item rule is “Explanation of change rate risk”. According to this item rule, it is indicated that the operator should transmit either of the keywords “about risk” or “risk is” and the keyword “used at a rate” to the customer within a certain time.
The title of the second item rule is “Explanation of Trust Remuneration Request”. According to this item rule, the operator first communicates either the keyword “A investment trust” or “this menu” to the customer, and then, within a certain period of time, the keywords “trust fee” and “billing”. It is indicated that both should be communicated to the customer.

Also, the order is defined as “1” in the first item rule, and the order is defined as “2” in the second item rule. This means that the condition of the first item rule should be satisfied first, and then the condition of the second item rule should be satisfied.
Note that the item rules may not have an order to be satisfied. For example, in the “opening section S-1” of FIG. 6a, an item rule having the title “confirmation of desired person” is defined as “0” as an order. It means that it may or may not be satisfied. Furthermore, in the “opening section S-2” of FIG. 6a, “1” is defined as the order in all item rules, which means that there is no order relationship between the item rules.
In the example of “product section A-1”, the () symbol is defined next to the title, which indicates that the keyword to be introduced to the section is not defined. In this case, when the first item rule (title “product description”) of “product section A-1” is satisfied, it is considered that the product item has shifted to “product section A-1.”
Although not shown, each section may include an item rule that represents a condition for ending execution of the section.

Further, the section definition 50 includes a script indicating an item rule and an exemplary correspondence of the operator for each section to be defined. This script is created in advance so that if you read it aloud, the item rules for that section will be satisfied. In addition, the keyword corresponding to the item rule in the script may be designated to be highlighted by parentheses, underscores, bold characters, reverse display, or the like.
For example, the script for product section A-2 is “<Risk explanation> [About risk]”, but because this product incorporates 80% of the stock [operates as a percentage], the rate of change is different from that of other products. It is [A Investment Trust] menu, but [Trustee Remuneration] is 1% [claimed] every year. The script data stored in these section definitions 50 are associated with sections or item rules.

The NG rule definition 60 shown in FIG. 2 is data that defines a rule when a specific keyword, particularly a keyword that is not desirable in a call center service, is transmitted.
FIG. 6 b shows an example of the configuration of the NG rule definition 60.
Each NG rule definition 60 includes an NG detection rule 61 and an NG rule 62. The NG detection rule 61 defines a detection and branch rule for detecting an NG word and branching to an appropriate rule by the detected NG word. Conditional branch rules are defined in black brackets. In the example of the NG detection rule 61 shown in FIG. 6B, four conditional branch rules are defined. For example, the first conditional branching rule is defined to branch to rule 1 when the title is “separate guidance for the window” but the condition regarding the indicated keyword is satisfied. Note that * at the beginning of each conditional branch rule indicates that the rule has no order. Further, the second line of the NG detection rule 61, the line starting with #, indicates that it is a comment line.

The NG rule 62 includes a representative line surrounded by “” symbols similar to the section shown in FIG. 6 a and an item rule surrounded by black brackets. In the conditional branch rule of the NG detection rule 61, it is defined that the branch is made to the rule 1 and the rule 2, so that the rule 1 and the rule 2 are defined in the NG rule 62. Each NG rule may include a description indicating a range to which the NG rule is applied, for example, “all sections” immediately after the definition name. In the example of FIG. 6B, “window NG detection” is the definition name.
In addition, in the conditional branch rule of the NG detection rule 61 and the item rule of the NG rule 62, there is a description of (window name TBL: *), but this cannot be handled by the operator himself, This indicates that it is applied when a contact name other than the affiliation is transmitted. When there is only one window name, the window name may be described in the item rule. However, when there are multiple window name candidates, multiple window names are stored in a separate definition file (in this case, “window name TBL”). A name can be defined and an item rule can be configured to be executed when any contact name specified in another definition file is transmitted.
The NG rule 62 is defined as a free section, defined at the end of the scenario, or before the NG rule is executed, according to the definition specific to the NG rule (described as rule 1 and rule 2 in FIG. 6b). You can design, such as being defined next to the section that was being executed.
The edit symbols such as “”, black brackets, <>, *, #, etc. displayed in FIGS. 6 a and 6 b are examples, and can be designed using any desired edit.

The treatment rule definition 70 shown in FIG. 2 is data defining a response to be additionally performed in a specific situation. Each treatment rule includes a definition name, a representative row, and an item rule, like the section and the NG rule.
The item rule includes a specific situation and a definition of a rule that is additionally executed. For example, this is defined with the same configuration as the “separate guide for the window” in FIG.

  As described above, in the section definition 50, the NG rule definition 60, and the treatment rule definition 70, all the symbols indicating the keywords, the metadata indicating the titles, and the like are indicated by text such as parentheses. Therefore, these can be created as text files.

The operation of the operator work support system 1 having the above configuration will be described below.
First, before the processing of the keyword processing unit 32 is started, the voice recognition unit 30 receives the voice that is the utterance of the operator as an input, converts it into a text log, that is, obtains text data by converting it into a character string. . Further, the voice recognition unit 30 extracts a portion corresponding to the keyword from the text data. Here, keyword extraction is performed by extracting a portion of text data that matches a character string defined in a keyword dictionary (not shown). Such speech recognition and keyword extraction are performed in the same manner as in the prior art, and detailed description thereof is omitted.

The subsequent processing flow of the keyword processing unit 32 will be described with reference to the flowcharts shown in FIGS.
FIG. 7 shows the overall processing flow, and FIG. 8 shows details of the processing in step S21 in FIG.
First, the keyword processing unit 32 determines whether or not the call between the operator and the customer is completed, that is, whether or not the call is disconnected (step S1). If the call has not been completed, the keyword processing unit 32 waits for and receives the keyword transmitted from the operator to the customer within a certain time from the voice recognition unit 30 (step S3). In step S3, the keyword processing unit 32 also receives the order in which the keywords are transmitted and the text data of the entire utterance within a certain time including the keywords.

Next, the keyword processing unit 32 stores and stores the received keyword and the text data of the entire utterance in the storage device (memory) of the PC 12 (step S4).
Next, the keyword processing unit 32 determines whether a scenario or a section group has already been selected (step S5). If no scenario or section group has been selected, the keyword processing unit 32 prompts the operator to select a scenario or section group and receives the selection result (step S6).
When a scenario is newly selected, the corresponding scenario is read from the section group definition 40. Alternatively, when a predetermined scenario is read and executed at the start of a call and a new section group is selected in the same scenario, an item rule corresponding to the section group is read from the section definition 50.

If a scenario or section group has already been selected in step S5, or after step S6 is executed, the keyword processing unit 32 reads the unprocessed keyword stored in step S4, and starts and ends the section. A check is performed (step S7).
In step S7, whether or not a section is started is determined by whether or not a condition for starting the section defined in the representative row of each section is satisfied. That is, when the read keyword satisfies the item rule specified in the title line of any section described in FIG. 6a, it is considered that the section has started. Further, the operator can instruct the keyword processing unit 32 that the section has been started by an operation on the screen. In this case, it is determined that the instructed section has been started.
In step S7, whether or not the section is ended is determined by whether or not a condition indicating the end of the section defined as one of the item rules of the section is satisfied. Further, the operator can instruct the keyword processing unit 32 that the section being executed has ended by an operation on the screen. In this case, it is determined that the instructed section has ended.

  Next, the keyword processing unit 32 branches according to the determination result of step S7 (steps S8 and S9). When the section start is detected, the process proceeds to step S11. When the section start is not detected and the section end is detected, the process proceeds to step S17. When neither the section start nor the section end is detected, the process proceeds to step S10.

  When the section start is detected, the keyword processing unit 32 determines whether the section to be started is a free section (step S11). If it is a free section, the keyword processing unit 32 starts executing the free section (step S12). Here, this free section is newly stacked by an interrupt. That is, if there is a section that has been executed, the execution of that section is temporarily interrupted, and the execution of the free section is started. When the execution of this free section ends later, the execution of the temporarily suspended section is resumed. This will be described later with respect to steps S19 and S24.

  In step S11, if the section to be started is a normal section that is not a free section, the keyword processing unit 32 first performs a lack-of-satisfaction check on a keyword basis (step S13). Here, it is checked whether all keywords included in all item rules defined in the section that has been executed are transmitted. For example, if an item rule includes a combination condition of multiple keywords and only some of the keywords are transmitted but the conditions are not satisfied for the item rule as a whole, the transmitted keywords are considered satisfied. It is determined that the keywords that have been determined and not transmitted have not been satisfied. The determination result is notified to the operator by a screen display. This notification includes an indication of the unsatisfied keywords and associated item rules.

After step S13, the keyword processing unit 32 performs a sentence-by-sentence check (step S14). Here, it is checked whether the conditions are satisfied for all item rules defined in the section. For example, if an item rule contains a combination condition of multiple keywords and only some of the keywords are communicated but the condition is not satisfied as a whole item rule, the item rule is not satisfied as a whole Judge that it is. The determination result is notified to the operator by a screen display. This notification includes a display of item rules that were not satisfied.
Thereafter, the keyword processing unit 32 ends the section that has been executed so far (step S15), and then starts executing a new section (step S16). That is, a plurality of sections will not be in a state of being executed at the same time, except for free sections having no order relationship. As a different embodiment, a plurality of sections may be executed simultaneously.

  When the end of the section is detected in step S9, the keyword processing unit 32 first checks for lack of satisfaction in keyword units (step S17), and then checks for lack of satisfaction in sentence units (step S18). The checks in steps S17 and S18 are performed in the same manner as steps S13 and S14 described above.

After step S18, the keyword processing unit 32 ends the section (current section) that has been executed (step S19). Here, if the terminated section is a free section and there is a section that has been temporarily suspended along with the start of the free section, the keyword processing unit 32 resumes the execution of the suspended section.
After step S19, the process proceeds to step S22 described later.

If no section end is detected in step S9, the keyword processing unit 32 determines whether or not a section has been set, that is, whether or not there is a section that has been started and has not ended (step S9). S10). If no section is set, the keyword processing unit 32 performs keyword search for all sections included in the scenario, and determines whether the keyword received in step S3 is included in any section (step S20). ). When it is determined in step S20 that the received keyword is not included in any section, the processing of steps S55 to S58 described later is performed in order to perform NG word detection processing not included in the section.
Thereafter, the processing proceeds to step S61 (described later) in FIG.

When a section is set in step S10, the keyword processing unit 32 performs keyword checking after step S12 is executed and after step S16 is executed (step S21). In this step S21, the item rule and the keyword within a predetermined time received by the keyword processing unit 32 are collated. Details of this processing will be described later with reference to FIG.
After step S21, the keyword processing unit 32 updates the situation (step S22). Here, whether a scenario is selected, which scenario is selected, whether there are running and suspended sections, and which sections are running or suspended, the item rules in each section Saves the status of which of these are satisfied. In addition, the screen display relating to these situations (described later with reference to FIGS. 9a to 9c, 10a to 10d, 11, and 13a to 13d) is updated. Specifically, in the script displayed in the section display unit 104, the satisfied keyword is displayed in red, or the number of rule check results 108 is updated.
Furthermore, the satisfaction degree of the item rule in each section is memorize | stored in a memory | storage device at the time of state update of step S22. Here, the stored data indicates the matching degree of the item rule with respect to the call content. By storing the call ID, operator ID, scenario ID, time information, etc., the item for the call content is stored. A rule matching degree is formed in a matching result file. This collation result file can be used for a compliance check in the operator's business, and the satisfaction degree of the item rule can be confirmed by the operator ID or the scenario ID. It is also possible to create a scenario that is more in line with the actual business by confirming the frequency of sequence irregularities and word omissions for each scenario.

Thereafter, the keyword processing unit 32 determines whether or not the check of all item rules in the currently executing section is completed, that is, whether or not all item rules are satisfied (step S23). If all item rules have been checked, the keyword processing unit 32 ends the section currently being executed (step S24). Here, if the section to be ended is a free section and there is a section that is temporarily interrupted as the free section starts, the keyword processing unit 32 resumes the execution of the interrupted section.
When there is an item rule that is not satisfied in step S23, or after step S24 is executed, the keyword processing unit 32 determines whether or not an unprocessed keyword still exists among the keywords received in step S3 ( Step S25). When there is an unprocessed keyword, the process returns to step S5, and when there is no unprocessed keyword, the process returns to step S1 described above.

In step S1, when the call between the operator and the customer is completed, the keyword processing unit 32 checks all items (step S2). This all item check includes a keyword unit satisfaction check similar to step S17, a sentence unit satisfaction check similar to step S18, and an order error check. In order fraud check, it is checked whether item rules in each section that have the definition of the order to be satisfied are satisfied in the defined order, and are satisfied in the order inconsistent with the definition. Is determined to be out of order.
Also, as a result of the check, a record of keywords that were not communicated and related item rules, item rules that were not satisfied as a whole, and item rules that were out of order within the section were saved and displayed on the screen And notified to the operator.

FIG. 8 shows details of the keyword check in step S21. Step S21 includes the following steps S51 to S63 as its internal processing.
In step S21, the keyword processing unit 32 first searches for all keywords received in step S3 (FIG. 7) for all item rules of the section currently being executed (step S51).

Next, the keyword processing unit 32 determines whether a keyword included corresponding to any of the item rules is detected (step S52).
If there is something included, the keyword processing unit 32 refers to the order to be satisfied defined in each item rule, and determines whether or not an order error or missing word is detected (step S53). Here, the item rule to be satisfied later is already satisfied, and the item rule that should have been satisfied earlier is not yet satisfied, depending on the keyword received in step S3, If it is detected that the item rule that should have been satisfied first is satisfied, it is determined that an order error has been detected.
Further, in an item rule in which the order in which keywords are to be transmitted in one item rule is defined, for example, an item rule having the title “Explanation of Trust Remuneration Claim” in the product section A-2 in FIG. When the keyword to be transmitted is transmitted earlier than the keyword to be transmitted earlier, it is determined that the order error is detected.
The word missing means a state in which the item rule that should be satisfied at that time is not satisfied. That is, when it is detected that the item rule to be satisfied later is satisfied by the keyword received in step S3 in a state where the item rule to be satisfied earlier is not yet satisfied, It is determined that the missing word is detected for the item rule that should be satisfied.

  If an out of order or missing word is detected, the keyword processing unit 32 performs processing when detecting out of order / word missing (step S54). This process includes a process of recording and storing a section in which an order error or missing word is detected and a related item rule, and displaying the section on a screen to notify an operator. In addition, if there is a treatment rule shown in FIG. 3 that defines a condition relating to an order error or missing word and a response when the condition is satisfied, processing according to the treatment rule is performed.

If no order error or missing word is detected in step S53, and after step S54 is executed, the keyword processing unit 32 refers to the NG rule definition 61 applied at that time, and performs step S3 (FIG. It is determined whether there is an item rule including the keyword received in 7), that is, whether an NG word has been detected (step S55).
When an NG word is detected, the keyword processing unit 32 performs a process when an NG word is detected (step S56). In this process, when an NG word is detected by referring to the NG detection rule 61, the corresponding NG rule 62 defined as a conditional branch rule is applied. Thereafter, the section in which the NG word is detected and the associated NG rule 62 are recorded and stored, and displayed on the screen to notify the operator. For this notification, for example, the occurrence time and the NG word may be notified in a pop-up display.
If there is a definition of the NG rule 62 illustrated in FIG. 6B that includes processing such as addition of a new section, the processing is performed. Furthermore, if there is a treatment rule shown in FIG. 3 that defines a condition relating to the NG word and a correspondence when the condition is satisfied, processing according to the treatment rule is performed.

  When no NG word is detected in step S55, and after step S56 is executed, the keyword processing unit 32 refers to the treatment rule definition applied at that time and receives it in step S3 (FIG. 7). It is determined whether there is a keyword corresponding to the selected keyword, that is, whether an additional correspondence rule has been detected (step S57).

When the additional correspondence rule is detected, the keyword processing unit 32 adds a section indicated by the additional correspondence rule in the scenario (step S58). The added section is newly defined in the scenario as to be executed next to the currently executing section. It can also be defined at the end of the scenario or as a free section within the scenario, based on the rules that the additional correspondence rules have.
In this process, the keyword processing unit 32 includes a process of recording and storing the additional correspondence rule and the section to be added, and displaying it on the screen and notifying the operator.
In addition, there is a possibility that the section has been changed due to the newly defined additional correspondence rule. As an additional function, the script guidance of the next section in the scenario can be configured to be displayed on the selected section display unit 105 in FIG. 9a described later after the process of step S58. Thereby, the operator can be prompted and guided to the next operator task.
If no additional correspondence rule is detected in step S57, and after step S58 is executed, the keyword processing unit 32 ends the process shown in FIG. That is, step S21 in FIG. 7 ends, and the process proceeds to step S22.

If the keyword does not correspond to any of the item rules of the section currently being executed in step S52 described above, the keyword processing unit 32 performs the same search as step S51 for all other sections in the scenario (step S60). ).
Next, the keyword processing unit 32 determines whether or not a keyword included corresponding to any of the item rules has been detected in another section (step S61). In addition, when step S20 (FIG. 7) is executed before step S61 instead of step S61, it is determined whether or not detection has been made in any of the sections instead of other sections.

Here, if the corresponding keyword is detected in another section, the section currently being executed and the actual call content at that time are inconsistent. It may be necessary to start a section. In response to this, the keyword processing unit 32 displays a screen indicating the start of execution of another section and notifies the operator (step S62). In some cases, the corresponding keyword is detected in a plurality of sections. In such a case, the plurality of sections may be displayed as “possibility of another section”, and the operator may select from among them. Here, the screen display may include a button which is a means for instructing the keyword processing unit 32 whether the operator starts execution of another section or continues execution of the current section. Such means may not be included. Even when the screen display does not include such means, the operator can instruct the keyword processing unit 32 to start another section in the above-described step S7 (FIG. 7).
Next, the keyword processing unit 32 receives the operator's response to the notification displayed in step S62 as an input, and determines whether or not it is instructed that another section has started (step S64). When the start of another section is instructed, the processing at the time of detection of incorrect order and missing word described in step S54 is executed for the corresponding section (current section), and the processing thereafter proceeds to step S17 in FIG. move on. In addition, after the process of step S19, a newly designated section is started, and the process proceeds to step S7.

In step S61, if the corresponding keyword is not detected in the other section, the keyword processing unit 32 adds the keyword to the undefined stack for storage and storage (step S63). This undefined stack can be used by the administrator of the operator business support system 1 to review the item rules of each section after the call is finished.
If the start of another section is not instructed in step S64, or after execution of step S63, the keyword processing unit 32 ends the process shown in FIG. That is, step S21 in FIG. 7 ends, and the process proceeds to step S22.

Including the keyword processing unit 32 that performs the processing as described above, the operator work support system 1 performs output to the operator by display on the screen, and accepts input from the operator through an interface displayed on the screen.
Hereinafter, an example of an interface displayed on the screen will be described.

FIGS. 9 a to 9 c are examples of interfaces that are displayed and controlled on the screen by the keyword processing unit 32.
FIG. 9 a shows the main screen 100. The main screen 100 includes a scenario selection unit 101. The operator can specify or change the scenario applied to the call by operating the scenario selection unit 101. This selection corresponds to the selection in step S6 of FIG.

  The main screen 100 includes a product selection unit 102. The operator can specify or change the product for the call by operating the product selection unit 102. This designation may be a condition for the treatment rule. In other words, a section corresponding to the designated product may be added to the scenario, or an NG word corresponding to the designated product may be applied.

The main screen 100 includes a section diagram 103. The section diagram 103 displays the title of the scenario corresponding to the call and its internal structure. Here, the internal structure includes an interconnection relationship between sections in the scenario and a title of each section, and is displayed as, for example, a tree structure as illustrated. The display may not be a tree structure, but may be another structure such as a network structure.
The operation of this section FIG. 103 will be described later with reference to FIGS. 10a to 10c.

The main screen 100 includes a current section display unit 104. The current section display unit 104 displays a script corresponding to the currently executing section as a conversation guide for the assistance of the operator. Note that this script is included in the section definition 50 (see FIG. 2) as described above.
The current section display unit 104 includes scroll means 104a including a scroll bar and scroll buttons. When the script is long and cannot be displayed entirely on the current section display unit 104, the operator can display a desired part by operating the scroll means 104a.
Note that the script displayed in the section display unit 104 is changed in response to a change in the currently executing section. In addition, when a corresponding keyword is detected in the rule check process described with reference to FIGS. 7 and 8, the corresponding keyword of the script currently displayed on the section display unit 104 is displayed in red, for example, in the display unit. It can also be configured to display at the top of the.

The main screen 100 includes a selection section display unit 105. The selected section display unit 105 displays a script corresponding to the section selected by the operator in the same manner as the current section display unit 104. When the operator clicks and designates a desired section in the section diagram 103, the script of that section is displayed on the selected section display unit 105.
The selected section display unit 105 includes scroll means 105 a similar to the scroll means 104 a of the current section display section 104.
The selected section display unit 105 allows the operator to freely refer to the contents to be talked on next, regardless of the section currently being executed.

The main screen 100 includes a section change button 106. This section change button 106 is used in combination with the section diagram 103 to change the current section. For example, the operator can start the section by first clicking the change section button 106 and then clicking on the desired section displayed in the section diagram 103. This operation corresponds to step S7 in FIG.
Even when the keyword processing unit 32 cannot automatically set a section from the detected keyword or when the content of the conversation jumps due to the customer's response and becomes content belonging to another section, the operator By using the section change button 106, execution of a correct section can be started.
Further, the section change button 106 may be used to add a section to the current scenario in order to cope with a case where the business is suddenly changed.

  The main screen 100 includes a result display button 107. When the result display button 107 is clicked by the operator, a result display screen 200 (see FIG. 9b, which will be described later) is displayed.

The main screen 100 includes a rule check result display unit 108. The rule check result display unit 108 displays the check result during or after the call as a summary.
In the rule check result display unit 108, a line labeled “word missing” indicates the number of detected word missing (see steps S2 and S21 in FIG. 7 and step S53 in FIG. 8). The line described as “unset word” indicates the number of keywords stored in the undefined stack (see step S63 in FIG. 8). The line labeled “missing section” indicates the number of sections where execution has started but all item rules are not satisfied. Note that this “missing section” means that a section that should have been started but not started (for example, a section that is to be executed later as an order relation is executed earlier than a section that is to be executed earlier). 7), in such a case, a process for detecting such a section may be added to the flowchart of FIG.
The row described as “out of order” indicates the number of out of order detected (see steps S2 and S21 in FIG. 7 and step S53 in FIG. 8). The row labeled “NG word” indicates the number of detected NG words (see step S55 in FIG. 8).

The rule check result display unit 108 may further display other check results. For example, as shown in FIG. 9 a, a specific keyword may be defined in advance as “caution word”, and the number of detected keywords may be indicated in a line labeled “caution word”.
It should be noted that the information regarding the word requiring attention may be stored in the storage device of the PC 12 with the same configuration as the NG word definition 70. Further, when a caution word is detected, a notification to that effect may be sent to the operator, and an alarm may be sent to the supervisor to prompt confirmation.

The rule check result display unit 108 includes a list display button 108a for displaying a corresponding keyword list or script list for each line, and further, according to an operation of the list display button 108a, a keyword list or a list corresponding to the line. A word list display unit 109 for displaying a script list is included.
The word list display unit 109 includes scroll means 109 a similar to the scroll means 104 a of the current section display section 104.

The main screen 100 includes a recognition result display unit 110 for displaying text data of an utterance (see step S3 in FIG. 7) received from the voice recognition unit 30. In the example of FIG. 9a, “OP” indicates an utterance of the operator, “0001” to “0005” indicate line numbers for identifying the utterance, and black brackets are keywords detected by the speech recognition unit 30. Indicates that there is. In addition, the start time may be displayed for each utterance.
The recognition result display unit 110 includes scroll means 110 a similar to the scroll means 104 a of the current section display section 104.
Although only the operator's utterance is displayed in the example of FIG. 9a, the customer's utterance may be displayed in the same manner when the operator work support system 1 is also provided with means for voice recognition of the customer. .

The main screen 100 includes a notification keyword display unit 111 that extracts and displays keywords corresponding to the utterances on a specific line from the utterances displayed on the recognition result display unit 110. In the example of FIG. 9 a, “business” that is a keyword included in the row “0003” is displayed.
The notification keyword display unit 111 includes a scroll unit 111 a similar to the scroll unit 104 a of the current section display unit 104.
Note that the notification keyword display unit 111 may display not only the utterance of a specific line but also all the keywords recognized in the call. In that case, when a specific keyword displayed on the notification keyword display unit 111 is clicked, the recognition result display unit 110 may display a line including the keyword.

Further, the above-described word list display unit 109 receives an operator's operation on the displayed content, and accordingly, the recognition result display unit 110, the notification keyword display unit 111, and the result display screen 200 (FIG. 9b, described later). Change the display.
For example, when a keyword or item rule in the word list display unit 109 is clicked, a related section may be highlighted on the result display screen 200. The recognition result display unit 110 and the notification keyword display unit 111 display related utterances and keywords. If the item rule corresponding to “missing section” or “missing word” is clicked, the related utterance and keyword are not detected, so that the recognition result display unit 110 and the notification keyword display unit 111 The display is not changed.

  The main screen 100 includes a notification keyword classification display button 112. When the notification keyword classification display button 112 is clicked by the operator, a notification keyword classification display screen 300 (see FIG. 9c, which will be described later) is displayed.

FIG. 9 b shows an example of the result display screen 200. The result display screen 200 displays titles and titles of item rules included in the sections for all section groups and sections included in the scenario. Each section group, each section, and each item rule is displayed with a check box indicating whether each is transmitted.
The example of FIG. 9b includes displays corresponding to the opening section S-1 and the merchandise sections A-1 to A-3 of FIG. 6a. Here, the product sections A-1 to A-3 constitute a section group having the title “product menu”. The example of FIG. 9b further includes a display corresponding to the section representing the corrective action and the closing section. The check box is a □ mark at the left end of each line.

FIG. 9 c shows an example of the notification keyword classification display screen 300. The notification keyword classification display screen 300 displays the result of classifying the keywords recognized by the voice recognition unit 30 according to a predetermined standard by the keyword processing unit 32.
In the example of FIG. 9c, the notification keyword classification display screen 300 includes a normal word display unit 301 and an NG word display unit 303. Of the keywords received by the keyword processing unit 32 (see step S3 in FIG. 7), the keywords detected as NG words (see step S55 in FIG. 8) are displayed on the NG word display unit 303, and the other keywords are normal words. It is displayed on the display unit 301.

The notification keyword classification display screen 301 may include a caution word display unit 302 as illustrated. In this case, a specific keyword is defined in advance as a “caution word”, and the attention word display unit 302 displays such a keyword. In this case, the normal word display unit 301 displays keywords that are neither NG words nor caution words.
The normal word display unit 301, the caution word 302, and the NG word display unit 303 include scroll units 301 a to 303 a similar to the scroll unit 104 a of the current section display unit 104.

10a to 10c are diagrams illustrating the operation state of the section diagram 103 in the main screen 100 illustrated in FIG. 9a.
FIG. 10a shows the change in section diagram 103 in response to a change in scenario. The left figure shows a state where no scenario is selected. In this state, the scenario does not include a section related to a specific product, and consists only of an opening section, a corrective action section, and a closing section.
When a scenario is selected (step S6 in FIG. 7), the scenario is confirmed, and the included section is also confirmed. In response to this, the section diagram 103 displays the section groups and sections in the confirmed scenario, as shown on the right.
Such a change in the section diagram 103 is similarly performed when a section is added to the scenario while a call is in progress.

FIG. 10b shows a change when the hierarchical structure display of the section diagram 103 is expanded. In the left figure, the substructure of the opening section, that is, the item rule is not displayed. Further, on the left side of the opening section, a “+” mark indicating that the section has a lower structure is displayed.
When the “+” mark on the left side of the opening section is clicked, the opening section is expanded. That is, the item rule which is the substructure is displayed as shown in the right figure. On the left side of the item rule, a “•” mark indicating that the item rule has no substructure is displayed.
In addition, when the “+” mark on the left side of the opening section is clicked in the right figure, the opening section is closed and the left figure is obtained.

FIG. 10 c shows an example in which the progress status of the call is displayed in the section diagram 103. In the left figure, the opening section is highlighted in section diagram 103 and automatically expanded to show that this section is running. The figure on the right shows that the substructure of the opening section is expanded, the item rules that are currently considered to be communicated are highlighted, and the operator should give an explanation corresponding to this item rule. Show.
In addition to the section diagram 103, information on the section currently being executed is displayed on the current section display unit 104 as described above.
Further, as described above, the operator can cause the selected section display unit 105 to display the script of the section by clicking on the desired section in the section diagram 103 regardless of the section currently being executed.

FIG. 10d is a diagram for explaining the operating state of the result display screen 200 shown in FIG. 9b.
FIG. 10d shows the situation where the call has progressed to the point where the “Yield Description” section ends. Of the item rules, those that are satisfied are shown in a state where the corresponding check box (□ mark) is filled (■ mark).
In this example, there is no explanation corresponding to “Explanation of Claim for Trust Remuneration”, so the corresponding item rule remains unsatisfied, and the check box for this item rule is left blank. Yes. For this reason, the check boxes of the “risk description” section including this item rule and the “product menu” section group including this section are also left blank.
In this way, the operator displays not only the notification (eg, step S54 in FIG. 8) at the time when the order fraud etc. is detected, but also the result display of matters that have not yet been communicated even after the call has further progressed. It can always be confirmed on the screen 200.

FIG. 11 shows an example of a rule check screen 400 which is an interface displayed and controlled on the screen by the keyword processing unit 32 in addition to the screens of FIGS. 9a to 9c. For the sake of illustration, the display contents of the rule check screen 400 may not match the display contents of the screens shown in FIGS. 9a to 9c.
The rule check screen 400 includes a product selection unit 401. The product selection unit 401 has the same function as the product selection unit 102 of the main screen 100 (FIG. 9a).

The rule check screen 400 includes a section display unit 402. The section display unit 402 displays item rules for each section included in the scenario. Each item rule is provided with a check box 402a indicating whether or not the item rule has been satisfied. If the item rule has not been satisfied, the check box 402a is blank (◯ mark), and if it is satisfied, the item rule is filled (● mark). Is displayed. For item rules that have not been satisfied yet, those for which the order is detected are displayed in a check box indicating that the order is incorrect, for example, a cross. In the example of FIG. 11, the item rule “reception telephone number” has not been satisfied yet, and an order error is detected.
A support guide button 402b may be displayed for the item rule displayed on the section display unit 402. This support guide button 402b indicates that there is a support guide created separately for a specific item rule. When the support guide button is operated, as shown in the figure, for example, a display of “1% every year until 07.03” appears and becomes a support guide for the operator.

  Next, with reference to FIGS. 13A to 13D, a shift between the rule check result display unit 108 and the result display screen 200 when the keyword processing unit 32 performs the processes shown in FIGS. 7 and 8 will be exemplified. As shown in FIG. 13a, it is assumed that an opening section is defined as section group 1, a product menu section as section group 2, a corrective action section as section group 3, and a closing section as section group 4 are defined in the scenario. In the product menu section of the section group 2, a condition for branching to the A investment trust menu occurs, the A investment trust menu is selected, and the result display screen 200 (not shown in FIG. 13a, the same applies to the section diagram 103). (Ii) shows a state in which a section corresponding to the A investment trust menu is dynamically added.

  FIG. 13A shows a state where the item check is performed from the beginning of the scenario, and the item rule “confirm product name” in the “start of product description” section of the product menu section group is satisfied. As described above, when the keyword processing unit 32 determines that the corresponding item rule is satisfied, the corresponding check box (□ mark) is changed to a filled state (■ mark). Also, if the item rule is not satisfied because the order in which the item rule is satisfied is different from the definition of the scenario and section, the number of keywords defined in the item rule that is not satisfied is determined as the number of missing words, Memorize the number of missing words. In addition, when it is determined that the item rules are satisfied in the order different from the scenario order from the missing word state, the corresponding item rules are determined to be out of order, and the order is incorrect, but the items are satisfied. The number of keywords is determined to be an out-of-order number and stored. Note that the operator can be alerted by changing the notation, such as adding a color to the title of the item rule that caused the missing word or an incorrect order, or blinking. In FIGS. 13a to 13d, the word omission is shown in red and the order error is shown in blue, but it can be designed as appropriate.

The check result display unit 108 shown in FIG. 13a is updated as needed by the processing in steps S21 (S51 to S64 in FIG. 8) and S22 in FIG. 7, and the collation result with the item rule is stored in the collation result file. The
The keyword check status display data 33 shown in FIG. 13A is storage data on the memory whose status is updated by the processing of step S21 in FIG. 7 (S51 to S64 in FIG. 8). The scenario hierarchy is expressed as A-1, A-11, A-111, etc., and indicates that the hierarchy is lowered as the numerical value increases. For convenience, it may be designed in a different way. Subsequently, the title, keyword, “OK flag”, and “order” of the section or item rule are stored and updated. The keyword is an item rule stored in the section definition 50. In FIG. 13a, the logical sum is expressed by connecting in parallel with or, and the logical product is expressed by dividing into multiple lines. . The “OK flag” is configured to store 1 when the corresponding keyword is satisfied. In the “order”, the processing order (order in which the operator speaks) in a series of received data is stored.

  In FIG. 13a, the item check is performed sequentially, and the item rule “confirm product name” (shown as (1) in FIG. 13a) is satisfied, but the “confirmation of desired person” item rule in the middle is satisfied. Therefore, the number of keywords stored in the item rule is the number of missing words. In the example of FIG. 13a, since the number of keywords in the “confirmation of desired person” item rule is 1, the number of missing words is calculated and displayed as one. In FIG. 13a, although there is a missing word, the item rule is processed and satisfied from the beginning of the scenario, and therefore, the “order” is stored so that the numerical value increases from top to bottom.

  Next, FIG. 13b starts from the process of step S1, and satisfies the item rules of “confirmation of purchase intention” and “intention of investment period” (shown as (2) and (3) respectively in FIG. 13b). It shows the state that was done. In this case, it is determined that the item rules for “confirmation of the person in charge” are not satisfied, and the item rules for “confirmation of product knowledge” and “reason for knowing the product” are not satisfied. The number of keywords for “confirmation of product knowledge” and the number of keywords for “reason of knowing the product” are calculated to be 3 and the number of missing words is calculated and stored. In the result display screen 200, “confirmation of product knowledge” and “reason for knowing the product” are written to indicate that the word is missing. In the item rule “confirm product knowledge”, it is determined that one of the two keywords defined by the logical product is satisfied.

  Next, FIG. 13c shows the keyword that is not satisfied in FIG. 13b in the item rule of “confirmation of product knowledge” after the item rule of “investment period” is satisfied after the processing of step S1. Is satisfied, and as a result, “confirmation of product knowledge” (shown as (4) in FIG. 13c) is satisfied. The keyword processing unit 32 determines that the item rule of “confirmation of product knowledge” is satisfied, but the fulfillment order is “153” of the keyword ((first time) or (first)) of “confirmation of product knowledge”. However, since it is larger than “130” of the “order” of the last keyword at present, it is determined that the order is invalid and is satisfied, and the number of incorrect orders is calculated as 1 (step S53). The number of missing words is subtracted from 3 to 2. (Step S54)

Next, FIG. 13d starts again with the process of step S1, and after the item rule “confirm product knowledge” is satisfied, “reason for knowing the product” (shown as (5) in FIG. 13d) is satisfied. Shows the state. When the “reason for knowing the product” is satisfied, the number of missing words is reduced by 1, so the number of missing words is subtracted from 2 to 1 (step S54). In addition, the keyword that was processed one time ago (the keyword defined in “Product Knowledge Confirmation”) is the keyword that was defined earlier in the keyword check status display data 33 (defined earlier in the scenario and section). Therefore, between the current item rule and the most recent item rule, it is assumed that no order error has occurred, and the number of order error does not change. It is assumed that the data 33 stores information that can identify the most recently processed keyword). At this time, as described in the processing in FIG. 13c, it is compared with the “order” of the last keyword in the keyword check state display data 33 so as to determine whether or not the order is incorrect. It is also possible to configure so that the “reason for knowing” is determined to be incorrect.
At the time shown in FIG. 13d, the missing word is one for “confirmation of desired person” and the wrong order is one for “confirmation of product knowledge”.
As described above with reference to FIGS. 13A to 13D, the keyword processing unit 32 dynamically adds a section according to the keyword to be processed, determines whether the item rule defined in the section is satisfied, Detects missing or out of order.

The rule check screen 400 includes an NG word display unit 403. The NG word display unit 403 displays a list of detected NG words in the same manner as the NG word display unit 303 in FIG. 9c.
Further, the rule check screen 400 may include a caution word display unit 404. The caution word display unit 404 displays a list of detected caution words as with the caution word display unit 302 of FIG. 9c.

The rule check screen 400 includes an escalation button 405. The escalation button 405 is a button that is used by the operator to request assistance from the supervisor when the operator cannot fully respond to the customer with his / her own knowledge alone. When the escalation button 405 is operated, the keyword processing unit 32 notifies the outside, for example, the supervisor system that the operator is requesting assistance from the supervisor.
The rule check screen 400 includes a supervisor message display unit 406. The supervisor message display unit displays a message received from the outside, for example, a supervisor system.

  This escalation is not limited to the case where the escalation button 405 is operated, but may be automatically performed by the keyword processing unit 32. For example, as a part of the treatment rule definition 70 (FIG. 2), when the number of detected NG words exceeds a certain limit, a process in which the keyword processing unit 32 notifies the supervisor to that effect is defined. Good.

  Only the main screen 100, the result display screen 200, and the notification keyword classification display screen 300 shown in FIGS. 9a to 9c may be used as the screen interface described above. Only the screen 400 may be used, or all of these may be used simultaneously.

As described above, according to the operator business support system 1 according to the present embodiment, the section definition 50 including the keyword related to the content to be transmitted by the operator and the item rule including the keyword is stored in the storage unit. . The voice recognition unit 30 converts the operator's voice into a character string to obtain text data, and further extracts a keyword from the text data. Further, the keyword processing unit 32 collates the item rule with the extracted keyword and outputs the result.
This determines, for example, whether the keywords defined in the item rule that should be communicated are actually communicated, and whether the combination of keywords defined in the item rule is communicated in the correct order. can do. As described above, the operator work support system 1 according to the present embodiment can check whether the content that the operator should transmit to the customer is actually transmitted correctly.

  Further, according to the operator work support system 1, the operator's compliance check in the call center work can be automatically performed, and the reporting work by the operator himself becomes unnecessary, so that the work efficiency is improved. In addition, since a common check criterion is applied to a plurality of operators, the objectivity of the check is improved.

  Further, according to the operator business support system 1 according to the present embodiment, item rules are defined in section units, and the keyword processing unit 32 selects this section as a keyword check unit. For this reason, even when a combination of multiple item rules is necessary, for example, when conversations must be advanced in order to convey a certain content, it is dynamically determined from the sections defined in the scenario. The section to be executed next can be selected and checked.

In addition, by giving an instruction to the keyword processing unit 32 via the screen, it is possible to specify a section that is currently being executed. Therefore, when the keyword processing unit 32 cannot select a section to be executed, or an incorrect section is selected. Even if it is done, you can check by specifying an appropriate section.
Further, since the operator can appropriately switch the section currently being executed in the same manner, it is possible to perform an appropriate check according to the progress of the call. For example, when a customer changes the contents of conversations one after another and the conversations are skipped, there is a possibility that sections that should be executed later should be executed first. Even in such a case, the operator can switch the order of the sections to be executed according to the situation and perform an appropriate check.

In addition, according to the operator business support system 1 according to the present embodiment, the treatment rule definition 70 that defines a response to be additionally performed in a specific situation is stored in the storage device. For this reason, a scenario can be automatically changed according to the state of a call, and a detailed response according to the situation can be guided to the operator and the response of the operator can be checked.
For example, if the operator says "The window is different", a section on window transfer will be added to the scenario, prompting the operator for the appropriate window and checking if the window has been properly routed. . For this reason, the operator's response content becomes more appropriate, and troubles with the customer can be prevented.

  Depending on the contents of the business, even if the sentences to be transmitted are determined, the order in which the sentences should be transmitted may be arbitrary. In such a case, create an item rule corresponding to each sentence, define a free section that includes each item rule, and then define a scenario that includes all these free sections. Can do.

The operator work support system 1 according to the above-described embodiment performs keyword check in real time during the reception of the operator. That is, the execution of the flowcharts shown in FIGS. 7 and 8 by the keyword processing unit 32 is started after the call is started and before the call is ended. As the call progresses, the speech recognition unit extracts keywords, and in response to this, reception in step S3 is performed, and the subsequent processing of the keyword processing unit 32 is performed.
As a modification, the keyword processing unit 32 may perform a keyword check for a past call. That is, for past calls that have already been text-logged, the text data may be used as input in step S3, and only the final check result may be displayed.
In addition, the operator work support system 1 according to the above-described embodiment performs keyword check in real time and notifies the operator of the degree of matching with the keyword, specifically word missing, NG word detection, order missing, etc. The item rule matching degree for the call content is stored in the storage device. Here, the stored item rule matching level indicates the matching level of the item rule with respect to the content of the call. By storing the call ID, operator ID, scenario ID, time information, etc., the call is stored. The item rule matching degree for the contents is formed in the matching result file. This collation result file can be used for a compliance check in the operator's business, and the satisfaction degree of the item rule can be confirmed by the operator ID or the scenario ID. It is also possible to create a scenario that is more in line with the actual business by confirming the frequency of sequence irregularities and word omissions for each scenario.

  Further, in addition to the functions described in the first embodiment, the operator work support system 1 simultaneously provides the functions of the related art described with reference to FIGS. You may do. That is, the operator may use, for example, the speech screen 840 shown in FIG. 12e to arbitrarily instruct the reproduction of the voice and to correct the text data in accordance with the voice.

It is a figure which shows the structure containing the operator business assistance system which concerns on Embodiment 1 of this invention. It is a figure which shows the outline of a logical structure of PC of FIG. It is a figure which shows the example of a structure of the scenario definition (section group definition) of FIG. FIG. 4 is a diagram showing the scenario definition of FIG. 3 in a different format. FIG. 4 is a diagram showing only a scenario section and treatment rules in FIG. 3. It is a figure which shows the example of a structure of the section definition of FIG. It is a figure which shows the example of a structure of the NG rule definition of FIG. It is a flowchart explaining the flow of a process of a keyword process part. It is a flowchart explaining the detail of the process of step S21 of FIG. It is a figure which shows the main screen displayed by the keyword process part. It is a figure which shows the result display screen displayed by a keyword process part. It is a figure which shows the notification keyword classification | category display screen displayed by a keyword process part. FIG. 9b is a diagram showing changes in response to changes in the scenario in the section diagram of FIG. 9a. FIG. 9b is a diagram showing a change when the hierarchical structure display of the section diagram of FIG. 9a is expanded. It is a figure which shows the example by which the progress of a call is displayed in the section figure of FIG. 9a. It is a figure explaining the operation state of the result display screen of FIG. 9b. It is a figure which shows the rule check screen displayed by the keyword process part. It is a figure which shows the main screen by a prior art. It is a figure which shows the reception log content display screen by a prior art. It is a figure which shows the reception log list display screen by a prior art. It is a figure which shows the keyword list screen by a prior art. It is a figure which shows the transcription screen by a prior art. It is a figure which illustrates deviation of the rule check result display part of Drawing 9a, and the result display screen of Drawing 9b. It is a figure which illustrates deviation of the rule check result display part of Drawing 9a, and the result display screen of Drawing 9b. It is a figure which illustrates deviation of the rule check result display part of Drawing 9a, and the result display screen of Drawing 9b. It is a figure which illustrates deviation of the rule check result display part of Drawing 9a, and the result display screen of Drawing 9b.

Explanation of symbols

  1 operator work support system, 32 keyword processing section, 41 scenario, 51 sections, 52 item rules (rules).

Claims (9)

An operator work support system that supports an operator's work associated with a telephone call,
A storage device for storing a keyword related to the content to be transmitted by the operator, and a rule that includes a rule related to the keyword that represents an order in which the keyword is transmitted;
Means for receiving the operator's voice input;
A voice recognition unit that converts the input voice of the operator into a character string to obtain text data, and extracts a keyword from the text data;
A screen as an output device;
A keyword processing unit that performs matching between the keyword and the rule, and outputs the result of the matching to the output device ;
For the rule, an order value representing the order in which the rule should be satisfied can be defined;
The same order value can be defined for a plurality of the rules,
The keyword processing unit further determines whether or not the order in which the rules are satisfied contradicts the order values defined in the rules, respectively.
When the same order value is defined for a plurality of the rules, the keyword processing unit does not determine whether or not the order in which the rules are satisfied contradicts the order value, or is inconsistent <br/> Operator support system to determine that no . The rules include mandatory rules to be satisfied and optional rules that may not be satisfied,
The arbitrary rule is a rule in which a specific value is defined as the order value,
The essential rule is a rule in which a value other than the specific value is defined as the order value,
The keyword processing unit does not match the keyword with the keyword,
The operator operation support system according to claim 1 , wherein the keyword processing unit does not determine whether or not the arbitrary rule is inconsistent with the order value, or determines that there is no inconsistency. The storage device stores a plurality of scenarios representing the call pattern, and a plurality of sections representing a group of utterances in the plurality of scenarios,
At least one of the sections includes at least one of the rules;
The keyword processing unit, the operator business support system according to claim 1 or 2 to select the rule to be used for the verification of the keyword, the section as a unit. At least one of the rules is a section start rule indicating the start of the section;
At least one of the sections includes the section start rule;
The operator processing support system according to claim 3 , wherein, when it is determined that the section start rule is satisfied, the keyword processing unit starts a section including the section start rule. The operator business support system according to claim 3 , further comprising a graphical user interface for editing the scenario. The keyword processing section, the rules used for the verification of the keyword is added in accordance with the keywords extracted from the text data of the voice of the operator, the operator according to any one of claims 1 to 5 Business support system. The operator work support system according to any one of claims 1 to 6 , wherein the output of the result is performed by screen display. The operator work support system according to any one of claims 1 to 7 , wherein the output of the result is further performed by storing a collation result for each call in the storage device. The operator operation support system according to any one of claims 1 to 8 , wherein the keyword processing unit starts the matching between the keyword and the rule before the call ends.

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