Operator management system, method therefor, and program

The present invention relates to an operator management system or the like that manages a plurality of operator terminals with one management terminal.

In outgoing and incoming call centers, the administrator often uses a mechanism to monitor the conversation between the "telephone operator" and the "destination" for the purpose of monitoring the occurrence of complaints and instructing telephone response. In specific operation, when a complaint occurs, the administrator who was monitoring goes to the operator's seat and gently presents a memo of the response method to the operator. In addition, it is common to suspend the conversation or close the telephone by hand, consult with the administrator about how to deal with it, and then resume the conversation.

When a complaint occurs, it takes time to respond to the request of a memo or a consultation that is temporarily put on hold, and as a result, the other party is made to wait. There is a risk of doing it. Regarding such problems, techniques such as a supporter acting on behalf of a supporter or sending text advice in response to a request from a confused operator are disclosed. (See Patent Document 1)<patcit num="1"><text>Japanese Unexamined Patent Publication No. 2007-4000</text></patcit>

<p> The technology shown in Patent Document 1 allows a supporter to act on behalf of the operator by switching the telephone line when the operator is confused, and can usually solve the problem before it becomes large. The possibility is high. However, for the customer, it is easy to lose credibility because the corresponding person (person in charge) changes. At the same time, if the supporter does not accurately grasp the conversation so far, the same question and answer may be repeated, which may be annoying to the customer and conversely increase the problem. Has the problem of having sex.</p><p> You can also use the chat program to send textual advice to the operator. However, there is a problem that the supporter needs time to input the advice content with the keyboard and the operator needs time to decipher the content, and the advice may not be given at an appropriate timing.</p><p> Therefore, the present invention has been made to solve the above problems, and an object of the present invention is to provide an operator management system that promptly gives advice to an operator by voice when an abnormality occurs in an operator's conversation. To do.</p>

<p> The operator management system disclosed in the present application is a line branching means for branching a connection line of the operator terminal, the management terminal, and an external telephone in an operator management system including a plurality of operator terminals and a management terminal for managing the operator terminals. To be equipped. Further, the operator terminal and the connection line of the external telephone are connected so that the conversation voice information can be transmitted and received to each other. Further, with respect to the connection line of the management terminal, the connection control means for connecting the conversation voice information so that the management terminal can receive it and connecting the management voice information transmitted from the management terminal so that it can be transmitted only to the operator terminal. To be equipped. Furthermore, a connection switching means for switching the connection of each line branched by the line branching means is provided based on the control of the connection control means.</p><p> As described above, the operator management system disclosed in the present application connects the operator terminal and the connection line of the external telephone so that the conversation voice information can be transmitted and received to each other. Further, regarding the connection line of the management terminal, the conversation voice information is connected so that the management terminal can receive it, and the management voice information transmitted from the management terminal is connected so that it can be transmitted only to the operator terminal. By doing so, it is possible to gently send advice by voice information so that only the operator can hear it, without sending voice information to the external telephone.</p><p> In addition, since the operator can respond to the end without the administrator responding on his behalf, the possibility of losing the reliability of the conversation partner is reduced. Furthermore, since the advice is sent by the auditory method instead of the visual method, the information can be transmitted immediately and the advice can be given at an appropriate timing.</p><p> Furthermore, it is difficult to convey subtle nuances such as tone, which is very important in operator work and is an element that influences the emotions of the other party, by visual information. However, giving advice using voice information has the effect of being able to convey subtle nuances such as tone and emotions.</p><p> The management voice information transmitted from the management terminal is output from one speaker of the headset connected to the operator terminal, and the conversation voice information transmitted from the external telephone is output from the other speaker. May be good. Further, when the headset connected to the operator terminal is a one-ear type, the management voice information and the conversation voice information may be output from the one speaker.</p><p> So far, the present invention has been shown as a system, but as will be apparent to those skilled in the art, the present invention can also be regarded as a device, a method, and a program. The outline of these inventions does not enumerate the features essential to the present invention, and subcombinations of these plurality of features can also be inventions.</p><p> That is, a method, an apparatus, a circuit, a system, a computer program, a recording medium, a data structure, or the like to which any component or any combination of the components of the operator management system disclosed in the present application is applied is also effective as another aspect. is there.</p>

Hereinafter, embodiments of the present invention will be described. The present invention can be implemented in many different forms. Therefore, the present invention should not be construed solely by the description of the present embodiment. In addition, the same elements are designated by the same reference numerals throughout the present embodiment.

In the following embodiments, the system will be mainly described, but as will be apparent to those skilled in the art, the present invention can also be implemented as a device, a method, and a program for operating a computer. The present invention can also be implemented in hardware, software, or in hardware and software embodiments. The program can be recorded on any computer-readable medium such as a hard disk, CD-ROM, DVD-ROM, optical storage device, or magnetic storage device. In addition, the program can be recorded on other computers over the network.

(First Embodiment of the present invention) The operator management system according to this embodiment will be described with reference to FIGS. 1 to 14. (1. Configuration) FIG. 1 is a system schematic diagram of the operator management system according to the present embodiment. Operator 3 (3₁~3_n) Has a call function and has a conversation with the customer 2 on the external telephone 100 using the operator terminal 200 that collects and displays various information related to the conversation. The administrator 4 has a call function, displays various information about the operator 3, and uses the management terminal 300 to instruct the operator 3.₁~3_nIs in control.

The server 400 analyzes the conversation information while storing the conversation information between the operator 3 and the customer 2. The analysis result is displayed on the management terminal 300, and the administrator 4 can monitor whether or not an abnormality has occurred in the conversation information of the operator 3. When an abnormality is detected, the management terminal 300 gives an instruction to switch the line connection mode so that voice information can be sent only to the operator terminal 200. When the connection line is switched, the administrator 4 grasps the contents of the conversation so far, and then sends appropriate advice to the operator 3 by voice information. At this time, text information may also be transmitted. In addition, even if the line connection cannot be switched normally, advice may be sent by text information.

FIG. 2 is a schematic diagram of the operation of the operator management system when an abnormality occurs in conversation. FIG. 2A is a diagram showing a case where a complaint occurs in a conversation between the customer 2 and the operator 3. The administrator 4 is a plurality of operators 3 at the management terminal 300 via the server 400.₁~3_nWhen a sign of a complaint is notified, the conversation information of the corresponding operator 3 and the business screen of the operator terminal 200 are confirmed on the management terminal 300.

FIG. 2B is a diagram showing a case where the voice information of the administrator 4 is transmitted to the operator terminal 200 by switching the line. When the administrator 4 confirms that a complaint has occurred as a result of checking the conversation information of the operator 3 and the business screen of the operator terminal 200, the administrator 4 gives an instruction to switch the connection line mode. Here, by switching the connection line, the voice information of the administrator 4 is not transmitted to the external telephone 100 of the customer 2, but is transmitted only to the operator terminal 200. Operator 3 listens to the advice sent by Administrator 4 while continuing the conversation with Customer 100.

At this time, advice may be transmitted by text information. In addition, if the line cannot be switched properly for some reason, or if the voice information cannot be transmitted (for example, the administrator 4 is sending advice by voice information to another operator), the text information is also used. You may send advice.

FIG. 2 (c) is a diagram showing a case where the handling of complaints is completed. The operator 3 can solve the problem before it becomes large by listening to (or seeing) the advice sent from the management terminal 300 and taking appropriate measures for the complaint of the customer 2.

FIG. 3 is a schematic diagram showing a configuration of a switching device for switching connection lines. The line switching device 500 is a device that is connected to a plurality of auto dialing control devices 600 and a general telephone 700 and switches the connection line. The auto dialing control device 600 is connected to the operator PC 610 via a USB interface. The operator 3 can make a call via the headset by operating the operator PC 610 with a mouse, a keyboard, or the like while referring to the display, as in the case of a normal personal computer operation. Conversation information (for example, conversation voice information, business screen information, etc.) generated as the conversation progresses is stored in the server 400 as conversation information by the function of the operator PC 610.

The line switching device 500 is connected to the server 400 via a USB interface, and switches the connection line based on the instruction information from the management terminal 300 (details of the operation of the connection line switching control will be described later). .. Further, the line switching device 500 is cascade-connected, and a plurality of administrators 4 can perform switching control of the connection line in the same manner as described above.

The switched connection line is branched by the voice interception adapter 710 or the auto dialing control device 600, so that conversation voice information can be appropriately transmitted and received according to the set connection line mode. The voice interception adapter 710 is an adapter for branching conversation voice information transmitted and received between the external telephone 100 and a general telephone. The auto-dialing control device 600 performs branching of conversational voice information transmitted and received between the external telephone 100 and the operator terminal 200.

FIG. 4 is a hardware configuration diagram of a computer used in the operator management system according to the present embodiment. The computer 40 includes a CPU (Central Processing Unit) 41, a RAM (Random Access Memory) 42, a ROM (Read Only Memory) 43, a flash memory (Flash Memory) 44, and an external storage device HD (Hard Disk) 45. It also has a LAN (Local Area Network) card 46, a mouse 47, and a keyboard 48. Further, it includes a video card 49, a display 49a which is a display device electrically connected to the video card 49, a sound card 50, and a speaker 50a which is a sound output device electrically connected to the sound card 50. Furthermore, it is provided with a drive 51 for reading and writing storage media such as flexible discs, CD-ROMs, and DVD-ROMs. The above hardware configuration is just an example, and it is natural that the components can be changed.

FIG. 5 is a functional block diagram of the operator management system according to the present embodiment. The operator management system 1 includes an external telephone 100, an operator terminal 200, a management terminal 300, a server 400, a switching unit 510, and a branch unit 520.

The external telephone 100 includes an incoming unit 110 and a transmitting unit 120. The incoming unit 110 performs a process of receiving outgoing information called from the operator terminal 200 and other devices having a call function.

The calling unit 120 performs a process of calling the operator terminal 200 and other devices having a call function to transmit the outgoing information, and also a process of transmitting the outgoing information to the management terminal 300 as necessary. I do. The operator terminal 200 includes a transmitting unit 210, an incoming unit 220, a conversation information collecting unit 230, and a display control unit 240.

The calling unit 210 performs a process of making a call to the external telephone 110 to transmit the outgoing information, and also performs a process of transmitting the outgoing information to the management terminal 300 as needed. The incoming unit 220 performs a process of receiving the outgoing information called from the external telephone 110, and also performs a process of receiving the outgoing information from the management terminal 300 as needed.

The conversation information collection unit 230 performs a process of collecting conversation information between the operator 3 and the customer 2. The collected conversation information is stored in the conversation state storage unit 410, the voice information storage unit 420, and the screen information storage unit 412 of the server 400, respectively.

The display control unit 240 performs a process of displaying the conversation information collected by the conversation information collection unit 230, the script information registered in the server 400, the message information input from the management terminal 300, and the like. The conversation information includes, for example, the content of the conversation, the conversation time, and the like. The script information is information indicating the flow of conversation, and the operator 3 proceeds with the conversation with the customer 2 while referring to the script information. The message information is the message information input by the administrator 4, and includes advice and the like for proceeding with the conversation with the customer 2. Operator 3 proceeds with the conversation with customer 2 while referring to this message.

The server 400 includes a conversation state storage unit 410, a voice information storage unit 411, a screen information storage unit 412, a script information storage unit 413, a message information storage unit 414, a conversation information analysis unit 420, and a connection control unit 430.

The conversation state storage unit 410 is a storage unit that stores information indicating the current state of conversation between the operator 3 and the customer 2. The state of conversation is, for example, the state of conversation time, the presence or absence of complaints, and the like. The voice information storage unit 411 is a storage unit that stores conversation voice information obtained by recording a conversation between the operator 3 and the customer 2.

The screen information storage unit 412 is a storage unit that stores an image that captures the business screen displayed on the operator terminal as screen information when the operator 3 is talking with the customer 2. This screen information is stored so as to be temporally associated with the conversation voice information stored in the voice information storage unit 411.

The script information storage unit 413 is a storage unit that stores a script indicating the flow of conversation. The script information is registered in advance before the business is started, and the operator 3 proceeds with the conversation with the customer 2 based on this script information. In addition, various scripts are registered according to the business content.

The message information storage unit 414 is a storage unit that stores the message information input by the management terminal 300. The message input by the management terminal 300 is advice from the administrator 4 to the operator 3.

The conversation information analysis unit 420 performs a process of analyzing conversation information based on the information stored in the conversation state storage unit 410. For example, if necessary, based on information such as the conversation time and the ratio of the conversation time between the operator 3 and the customer 2, it is analyzed whether or not there is a sign that an abnormality occurs in the conversation. In addition, if necessary, based on the information input from the operator, it is analyzed whether or not there is a sign that the conversation is abnormal. Further, if necessary, a process of extracting a predetermined keyword from the conversation content is performed.

The connection control unit 430 performs connection line switching control based on the connection line mode input by the management terminal 300. The connection line mode includes various modes. Here, for example, the connection lines of the operator terminal 200 and the external telephone 100 are connected so that conversation voice information can be transmitted and received to each other. Then, regarding the connection line of the management terminal 300, a mode (advice) is connected so that the management terminal 200 can receive the conversation voice information and the management voice information transmitted from the management terminal 200 can be transmitted only to the operator terminal 200. Mode) is included. The management terminal 300 includes an input unit 310, a display control unit 320, and a voice input / output unit 330. The input unit 310 performs a process of inputting a message to the operator 3, a connection line mode, and other instruction information.

The display control unit 320 performs a process of displaying the conversation states of the plurality of operators 3 based on the information analyzed by the conversation information analysis unit 420. At this time, the conversation of the operator 3 which is a sign that an abnormality occurs is notified and displayed to that effect. In addition, during the monitoring of the administrator 4, the captured business screen displayed on the operator terminal 200 is intermittently read and displayed. Further, when confirming the conversation information of the operator 3 who seems to have an abnormality so far, the screen information stored in the screen information storage unit 412 is stored in the voice information storage unit 411. Display according to the playback speed of conversational voice information.

The voice input / output unit 330 receives conversational voice information transmitted from the transmission unit 120 of the external telephone 110 and the transmission unit 210 of the operator terminal 200. Further, when the line is connected in the advice mode, the management voice information of the administrator 4 is further transmitted to the incoming unit 220 of the operator terminal 200.

The switching unit 510 switches the connection line based on the control of the connection control unit 430. The switching unit 510 is a processing unit corresponding to the line switching device 500 in FIG. The branching unit 520 is a processing unit that branches the connection lines of the external telephone 100, the operator terminal 200, and the management terminal 300, and is the processing unit of the voice interception adapter 710 or the auto dialing control device 600 in FIG. Corresponds to.

(2. Operation) (2-1 Operation of operator terminal) FIG. 6 is a flowchart showing the operation of the operator terminal in the operator management system according to the present embodiment. First, an incoming call is received from the external telephone 100 or an outgoing call is made to the external telephone (step S601). In the case of an incoming call from the external telephone 100, the conversation content is mainly for inquiries, orders, complaints, etc., and in the case of a call to the external telephone 100, the conversation content is mainly for sales promotion. The corresponding script information is read from the server 400 and displayed on the display 109a of the operator PC 610 according to the conversation content and the customer 2 of the conversation partner (step S602). When a conversation is started between the customer 2 and the operator 3, the conversation state information regarding the state of the conversation is collected and saved (step S603). The conversation voice information transmitted and received between the external telephone 100 and the operator terminal 200 and the business screen displayed on the operator terminal 200 (display 109a of the operator PC 610) are intermittently captured and saved (step S604).

Here, the display screen of the operator terminal 200 will be described. FIG. 7 is a diagram showing an example of a display screen of an operator terminal in the operator management system according to the present embodiment. The display area 750 includes a message display area 751 for displaying a message from the administrator 4 and a script display area 752 for displaying script information. It also includes a call button 753 for making a call to the external telephone 100 and a disconnect button 754 for disconnecting the call.

For example, when making a call to an arbitrary customer 2 for sales promotion, the operator 3 selects a telephone number (not shown) and presses the call button 753 with a mouse or the like. At this time, the conversation proceeds with the script information for sales promotion displayed in the script display area 752. As the conversation progresses, the information displayed in the script display area 752 also changes. In addition, various information regarding the state of conversation is stored in the server 400, and conversation voice information and screen information are stored.

Returning to FIG. 6, the operator 3 checks the question and answer that may cause the conversation to be abnormal, if necessary (step S605). This process is not essential because it is performed as needed, but it is preferable that it is also executed so that the administrator 4 can promptly send advice.

The process of this step S605 will be described in detail. FIG. 8 is a second diagram showing an example of a display screen of an operator terminal in the operator management system according to the present embodiment. In Fig. 8, the questions and answers in the conversation content are listed in chronological order. This Q &amp; A list is added in real time as the conversation progresses.

In the figure, "o:" is the conversation content of the operator 3, and "review:" is the conversation content of the customer 2. According to the content of the conversation, the conversation proceeded without any problems up to the question and answer of item 3, but the response of customer 2 changed from the question and answer of item 4, and complaints occurred after the question and answer of item 5. ing. This is because, in the question and answer session of item 4, although the operator 3 made a mistake and called the customer 2 at an inconvenient time, he made an excuse without apologizing for it.

While continuing the conversation, operator 3 looks back on his / her own response and checks the question-and-answer check box of item 4 where there was a sign that a complaint occurred, or item 5 where a complaint began to occur (the difference in the figure). Check the column). The conversation information collection unit 230 collects the check status and saves it in the conversation status storage unit 410, and the management terminal 300 indicates that there is a sign that an abnormality occurs in the conversation of the operator 3, or that an abnormality has occurred. Be notified. The administrator 4 confirms the conversation status of the operator 3 based on the notified information, and sends advice on how to deal with the complaint that has occurred. The details of the keyword string in FIG. 8 will be described later.

Further, when the process of step S605 is not performed, the management terminal 300 is notified of the sign that an abnormality occurs based on the conversation time, the ratio of the conversation time between the customer 2 and the operator 3, the request from the operator 3, and the like. You may do so. In addition, the administrator 4 may periodically check the conversation of the operator 3 to detect signs of anomalies.

Furthermore, the sound quality such as the fundamental frequency and sound pressure level of customer 2 is measured, and when the sound quality is compared with a predetermined threshold value and the sound quality becomes high, it is determined that customer 2 is in an excited state, and the condition is abnormal. May be detected for signs of occurrence. Furthermore, the time when the sound quality changes may be detected, and the moment when the change is detected may be detected as a sign that an abnormality occurs.

Returning to FIG. 6, following the process of step S605, it is determined whether or not the voice information from the management terminal 300 has been received (step S606). When the voice information is received, since it is the advice from the administrator 4, the conversation information of the operator 3 based on the advice is transmitted to the external telephone 100 (step S607). In other words, we will respond to complaints according to the advice. At this time, the advice content is not transmitted to the external telephone 100.

As shown in Fig. 7, the advice from the administrator 4 includes textual advice and voice advice. When the line is switched so that voice information can be transmitted only from the management terminal 300 to the operator terminal 200, prompt and accurate advice can be sent by sending advice by voice. The advice sent by voice is received by the receiving unit 220 of the operator terminal 200 and can be heard from one ear of the headset. In addition, more accurate advice can be given at the same time as textual advice.

If the line is not switched so that voice information can be transmitted only from the management terminal 300 to the operator terminal 200, advice can be sent by text. The advice sent in text is displayed in the message display area 751 of the operator terminal 200 and can be visually confirmed.

Returning to FIG. 6, if the complaint is successfully dealt with, it is determined whether the conversation has ended (step S608), and if the conversation has not ended, the process returns to step S603 to continue collecting conversation information. .. If the conversation has ended, the disconnect button 754 is pressed to disconnect the connection line (step S609), and the process ends.

(2-2 Operation of management terminal) FIG. 9 is a flowchart showing the operation of the management terminal in the operator management system according to the present embodiment. First, the conversation status of each operator 3 is displayed and monitored (step S901). For any operator, it is determined whether a sign of abnormal conversation or an abnormal conversation has been notified (step S902), and if no abnormal conversation has been notified, the process returns to step S901 to continue monitoring. If an abnormal conversation is notified, the current conversation information between the operator 3 and the customer 2 is received and the conversation content is confirmed (step S903). As a result of the confirmation, it is determined whether or not an abnormal conversation has occurred (step S904), and if it has not occurred, the process returns to step S901 to continue monitoring. However, at this time, since the conversation is once notified as an abnormal conversation, it is better to focus on the operator who has been notified of the abnormality during monitoring.

Here, the monitoring of administrator 4 will be described. FIG. 10 is a diagram showing an example of a display screen of a management terminal in the operator management system according to the present embodiment. Buttons are arranged in the area 1001 in association with the operator terminal 200. Here, since 10 operator terminals 200 are managed, 10 buttons are arranged. Each button changes color depending on the length of conversation time. If the conversation time is long, there is a high possibility that a complaint has occurred, so that the administrator 4 can easily monitor the operator terminal 200 having a long conversation time. Further, the color of the operator terminal 200, which is a sign that an abnormality has occurred, or the button corresponding to the operator terminal 200, which has an abnormality, may be changed or blinked so as to be understood. By doing so, the administrator 4 can be notified of the abnormal conversation.

When the button arranged in the area 1001 is pressed with a mouse or the like, the display screen of the corresponding operator terminal 200 is displayed in the area 1002, and the contents can be confirmed. When the "current screen" button is pressed, the current business screen of the corresponding operator terminal is displayed, and when the "back" or "forward" button is pressed, the screen information saved in the conversation so far is displayed.

Returning to FIG. 9, when an abnormal conversation occurs in step S904, the conversation information of the operator 3 in which the abnormal conversation has occurred is output (step S905). Here, the output processing of step S905 will be described. When an abnormal conversation occurs, the administrator 4 needs to give prompt and accurate advice to the operator 3, but if he / she does not understand the process of the abnormal conversation, he / she gives appropriate advice. I can't send it. Therefore, the process of conversation so far is output based on the information stored in the voice information storage unit 411 and the screen information storage unit 412. Administrator 4 does not have time to check all the conversations so far because prompt response is required. Therefore, the conversation information is output in such a manner that the outline of the conversation can be confirmed.

A technique for storing a call history or the like in a call center system is disclosed (for example, Japanese Patent Application Laid-Open No. 2007-251488). The technique of JP-A-2007-251488 can save the history with a low amount of data by saving the intermittent image data and the text information of the conversation in the database according to the temporal correspondence. However, it is an insufficient technique from the viewpoint of quickly grasping the contents of the conversation, and has a problem that the outline of the conversation cannot be confirmed within a limited time.

In the present embodiment, in order to confirm the outline of the conversation in a short time, the conversation voice information stored in the voice information storage unit 411 is quickly played back, and the corresponding screen stored in the screen information storage unit 412 is reproduced. The information is displayed by switching the slide according to the playback speed of the conversation voice information. By doing so, you can check the outline of the conversation so far like a picture-story show.

In addition, by using the question and answer list information shown in Fig. 8, it is possible to respond even more quickly. As explained in FIG. 8, the question-and-answer session in which the sign of the complaint appears and the question-and-answer session in which the complaint occurs are checked by the operator 3. The administrator 4 displays this list information on the management terminal 300, and confirms only the conversation contents after the question and answer session (question and answer session after item 4 in FIG. 8) in which the sign that a complaint appears appears. By doing so, it is possible to eliminate unnecessary confirmation work and respond quickly.

Furthermore, in order to respond promptly, we will confirm the Q &amp; A keywords checked in Fig. 8. As keywords, only character strings corresponding to predetermined part of speech (for example, nouns and verbs) in conversation are extracted and displayed. The extraction of this character string is performed by the conversation information analysis unit 420. Specifically, it can be extracted by converting conversational voice information into character information and performing morphological analysis on the converted character information. Administrator 4 confirms only the keywords and grasps the conversation content to some extent. If it cannot be grasped, it is grasped by referring to the conversation voice information and the screen information as described above. By doing so, the time for the administrator 4 to grasp the contents of the conversation can be shortened, and a quicker response can be made. The part of speech to be extracted as a keyword may be arbitrarily set depending on the situation.

Returning to FIG. 9, when the conversation information is output in step S905 and the administrator 4 confirms the conversation contents so far, the connection line mode is changed to the advice mode in which voice information can be transmitted only to the operator terminal 200. Make an input (step S906).

Here, the connection line mode will be described. FIG. 11 is a schematic diagram showing connection lines of an external telephone, an operator terminal, and a management terminal. The arrows in the figure indicate the direction in which the voice information flows. Buttons corresponding to each mode are arranged in the area 1004 of FIG. When button 1005 is pressed, the connection line is controlled to open all lines. When the button 1006 is pressed, the connection line is controlled so that the operator terminal 200 and the external telephone 100 send and receive conversation voice information to each other, and the management terminal 300 only receives each conversation voice information (normal mode). ). At this time, in FIG. 11, the lines (1), (2), (3), and (5) are open.

When the button 1007 is pressed, the operator terminal 200 and the external telephone 100 mutually send and receive conversational voice information, and the management terminal 300 receives the respective conversational voice information, as in the case of the button 1006. Further, the connection line is controlled so that the management voice information from the management terminal 300 is transmitted only to the operator terminal 200 (advice mode). At this time, in FIG. 11, the lines (1) to (5) are open.

When the button 1008 is pressed, in addition to the case of the button 1007, the connection line is controlled so as to transmit the management voice information from the management terminal 300 to the operator terminal 200 and the external telephone 100 (in the support mode). In other words, it is possible to make a call between three parties. At this time, in FIG. 11, the lines (1) to (6) are open.

When the button 1009 is pressed, the connection line is controlled so that the management terminal 300 and the external telephone 100 send and receive conversation voice information to each other, and the operator terminal 200 only receives each conversation voice information (set to proxy mode). ). That is, the administrator 4 responds in place of the operator 3. At this time, in FIG. 11, the lines (1), (4), (5), and (6) are open.

When the button 1010 is pressed, the management terminal 300 and the operator terminal 200 can send and receive conversation voice information to each other, and the conversation voice information can be sent from the external telephone 100 to each terminal, but the connection line is controlled so that the reception cannot be received. (Set to strategy mode). In other words, the operator 3 and the manager 4 hold a strategy meeting so that the customer 2 does not know. At this time, in FIG. 11, the lines (1), (3), (4), and (5) are open. Press button 1011 to close all lines.

Returning to FIG. 9, it is confirmed whether the line connection is controlled in the advice mode input in step S906 (step S907), and if the connection is successful, voice information and / or text information is sent to the operator terminal 200. Send advice at (step S908). If the line does not connect successfully, send advice in textual information (step S909). When sending advice in text, the process is performed using the area 1003 in FIG.

In the area 1003 of FIG. 10, a message can be transmitted to the operator terminal 200 by inputting the advice content and pressing the message transmission button. The transmitted message information is stored in the message information storage unit 414 and displayed in the message display area 751 of FIG. At this time, when requesting that the operator terminal 200 send a confirmed message, check the confirmed request.

Going back to Figure 9, if you can handle the conversation anomaly based on the advice you sent, determine if you want to end the job (step S910), and if not, go back to step S901 for monitoring. continue. To end the business, shut down the program and end the process.

(2-3 Server operation) FIG. 12 is a flowchart showing the operation of the server in the operator management system according to the present embodiment. First, the script information indicating the flow of conversation for each business is registered in the script information storage unit 413 (step S1201). Information about the conversation state collected by the operator terminal 200 is stored in the conversation state storage unit 410 (step S1202). The information regarding the conversation state includes, for example, information such as the conversation time, the ratio of the conversation time between the operator 3 and the customer 2, and the presence or absence of an abnormality in the conversation. The conversation voice information and the screen information from the operator terminal 200 are stored in the voice information storage unit 411 and the screen information storage unit 412, respectively, together with the storage of the information related to the conversation state (step S1203). At this time, the conversation voice information and the screen information are stored in association with each other.

The conversation information analysis unit 420 analyzes the conversation state and transmits the analysis result to the management terminal 300 (step S1204). At the management terminal 300 to which the analysis result is transmitted, the current conversation status is confirmed by the administrator 4, and it is determined whether there is a sign that an abnormality has occurred in the conversation or whether an abnormality has occurred (step S1205). When it is determined that there is no abnormality, the process returns to step S1202 and the conversation state is continuously memorized. When it is determined that an abnormality has occurred in the conversation, or if it is determined that an abnormality has occurred, the conversation voice information and the corresponding screen information in the conversation so far are transmitted to the management terminal 300 based on the instruction from the management terminal 300. Send (step S1206).

At the management terminal 300 to which the conversation voice information and the screen information are transmitted, the administrator 4 confirms the contents and process of the conversation so far, and performs an input operation for switching the line to a predetermined mode. In the present embodiment, it is assumed that the instruction information for switching to the advice mode is input. Then, it is determined whether or not there is a change instruction for the connection line (step S1207), and if there is a change instruction, control for switching the connection line is performed based on the instruction information (step S1208).

Here, switching of the connection line will be described. FIG. 13 is a diagram showing a connection line in the advice mode. In FIG. 13A, the external telephone 100, the operator terminal 200, and the management terminal 300 are connected to each other via the voice interception adapter 710 as the branch portion 520 or the auto dialing control device 600. In the advice mode, as shown in FIG. 13A, the external telephone 100 and the operator terminal 200 are connected so as to be able to transmit and receive conversation voice information to and from each other. The management terminal 300 is connected so as to be able to receive each conversation voice information. Further, the management voice information (voice information such as advice to the operator) transmitted from the management terminal 300 is transmitted only to the operator terminal 200 and can be heard only by the operator 3.

FIG. 13 (b) is a diagram showing in detail the state of the connection line of FIG. 13 (a). In FIG. 13 (b), when the mode change instruction is received, the mode switch is turned on and the line is switched to the advice mode.

Before the line is switched, the conversation voice information of the customer 2 is transmitted from the microphone of the external telephone 100 to the right speaker of the headset of the operator terminal 200 and the right speaker of the headset of the management terminal 300. The conversation voice information of the operator 3 is transmitted from the microphone of the headset of the operator terminal 200 to the speaker of the external telephone 100 and the left speaker of the headset of the management terminal 300.

After the line is switched, the management voice information of the administrator 4 is transmitted from the microphone of the headset of the management terminal 300 to the left speaker of the headset of the operator terminal 200. That is, the operator 3 listens to the conversation voice information of the customer 2 with the right ear, and listens to the management voice information of the administrator 4 with the left ear. In addition, the administrator 4 listens to the conversation voice information of the operator 3 with the left ear while listening to the conversation voice information of the customer 2 with the right ear.

In addition, in FIG. 13 (b), the left and right may be opposite. Further, when using a one-ear type headset, the sound may be mixed and heard.

Here, the operation of switching the connection line will be described. FIG. 14 is a sequence diagram showing an operation when switching the connection line. First, the line is opened as a preparatory step. Sends an inquiry signal that inquires about the status of the line, and receives the result as a status notification. This query processing is performed for the number of lines, and any line to be connected is released. When the line is open, voice information can be transmitted and received. When it is no longer necessary to open any line, close the line and exit.

Returning to FIG. 12, when the connection line is switched in step S1208, it is determined whether or not message information is transmitted from the management terminal 300 (step S1209). When the message information is transmitted, the message information transmitted to the message information storage unit 414 is stored and the message information is transmitted to the operator terminal 200 (step S1210). The operator 3 refers to the voice information and / or the message information transmitted as advice from the management terminal 300, and responds to an abnormality in conversation such as a complaint.

When the post-processing such as a conversation abnormality is completed, it is determined whether or not to end the business (step S1211), and if the business is not completed, the process returns to step S1202 and the conversation state is continuously memorized. To end the business, shut down the program and end the process.

In addition, when the administrator 4 grasps the conversation contents so far, he / she may fast-forward the conversation contents so far or listen to all the conversation contents at the standard speed, or convert the voice information into a character string and perform the conversion. The character string may be deciphered as a sentence and grasped. Preferably, as described above, it is preferable to slide-display the screen information while playing back only the question and answer that seems to be the cause of the abnormality in a fast-forwarding manner to grasp the conversation content. More preferably, it is preferable to grasp the conversation content by referring only to the keywords only for the question and answer that seems to be the cause of the abnormality.

In addition, the question and answer that seems to be the cause of the abnormality is extracted, such as the conversation time, the ratio of the conversation time between the operator 3 and the customer 2, the time required for one question and answer, the number of questions and answers within an arbitrary time, etc. Based on the information, it may be extracted by performing a comparison process with an arbitrary threshold value in the system. Further, it may be extracted based on the time when the operator 3 and the customer 2 speak at the same time, the time when the customer 2 does not speak at the same time, and the like. Further, the abnormal conversation includes, for example, a case where a complaint occurs as described above, a case where a one-sided push sale is performed, and the like.

As described above, according to the operator management system according to the present embodiment, the conversation voice information of the operator terminal and the connection line of the external telephone are connected to each other so as to be able to be transmitted and received. Further, regarding the connection line of the management terminal, the conversation voice information is connected so that the management terminal can receive it, and the management voice information transmitted from the management terminal is connected so that it can be transmitted only to the operator terminal. By doing so, it is possible to gently send advice by voice information so that only the operator can hear it, without sending voice information to the external telephone.

In addition, since the operator can respond to the end without the administrator responding on his behalf, the possibility of losing the reliability of the conversation partner is reduced. Furthermore, since the advice is sent by the auditory method instead of the visual method, the information can be transmitted immediately and the advice can be given at an appropriate timing.

Furthermore, it is difficult to convey subtle nuances such as tone, which is very important in operator work and is an element that influences the emotions of the other party, by visual information. However, giving advice using voice information has the effect of being able to convey subtle nuances such as tone and emotions.

Furthermore, when an abnormality occurs in the conversation, the screen information displayed on the operator terminal during the conversation is slide-switched and displayed, and the conversation voice information is output at a playback speed corresponding to the display. By doing so, it is possible to check the contents of the conversation so far by associating the screen information with the voice information, and it is possible to check the outline of the conversation contents in a short time like a picture-story show. It has the effect that a person can send appropriate advice.

Furthermore, a list of question-and-answer information in the conversation information is displayed, the question-and-answer information that causes the conversation abnormality is extracted, and the extracted question-and-answer information is preferentially output. By doing so, the cause of the abnormality can be confirmed immediately in the question and answer session throughout the conversation, and the administrator can promptly respond and send appropriate advice to the operator.

Furthermore, conversational voice information is converted into character information, the converted character information is morphologically analyzed, a character string corresponding to a predetermined part of speech is extracted from the analyzed character information, and the extracted character string is associated with a question and answer session. indicate. By doing so, you can first check only the keywords that are thought to be the cause of the conversation abnormality, and then you can preferentially check the details of the corresponding question and answer information, so the conversation content so far can be confirmed more quickly. It has the effect of being able to grasp.

Although the present invention has been described above with reference to the above-described embodiments, the technical scope of the present invention is not limited to the scope described in the embodiments, and various changes or improvements can be made to each of these embodiments. Embodiments with such modifications or improvements are also included in the technical scope of the present invention. This is clear from the scope of claims and the means for solving the problems.

(Other embodiments) The following appendixes are shown with respect to the embodiment. (Appendix 1) In an operator management system including a plurality of operator terminals and a management terminal that manages the operator terminals, a line branching means for branching a connection line of the operator terminal, the management terminal, and an external telephone, and the operator terminal. , And the connection line of the external telephone so that the conversation voice information can be transmitted and received to each other, and the connection line of the management terminal can be connected so that the management terminal can receive the conversation voice information and the management. Connection switching that switches the connection between the connection control means that connects the management voice information transmitted from the terminal so that it can be transmitted only to the operator terminal and the connection of each line branched by the line branching means based on the control of the connection control means. An operator management system with means.

(Appendix 2) In the operator management system described in Appendix 1, conversation voice information transmitted / received by the operator terminal and an external telephone, and a screen displayed on the operator terminal when the conversation voice information is generated. Based on the conversation information storage means that associates information and stores it as conversation information, the abnormality notification means that notifies the abnormality of the conversation in the conversation information, and the notification information that the abnormality notification means has notified, the conversation information storage means An operator management system including a conversation information output means that outputs the stored conversation voice information and slide-switches and displays the screen information at a speed corresponding to the reproduction speed of the conversation voice information.

(Appendix 3) Of the list display means for displaying a list of question and answer information in the conversation information stored by the conversation information storage means and the question and answer information displayed by the list display means in the operator management system described in Appendix 2. The conversation information output means gives priority to the conversation information corresponding to the question and answer information extracted by the abnormality extraction means. Operator management system to output.

(Appendix 4) In the operator management system described in Appendix 3, a character conversion means for converting the conversation voice information into character information, a character analysis means for morphologically analyzing the character information converted by the character conversion means, and the character analysis. It is provided with a character string extraction means for extracting a character string corresponding to a predetermined part from the character information analyzed by the means, the list display means displays a list of question and answer information, and the character string extraction means extracts the character string. An operator management system that displays a character string in association with the question and answer session.

(Appendix 5) In an operator management method in which a plurality of operator terminals are managed by a management terminal, the connection lines of the operator terminal, the management terminal, and an external telephone are branched and connected, and the operator terminal and the operator terminal are connected. With respect to the connection line of the external telephone connected to the telephone so that the conversation voice information can be transmitted and received to each other, and the conversation voice information can be received by the management terminal with respect to the connection line of the management terminal. At the same time, a connection control step for connecting the management voice information transmitted from the management terminal so that it can be transmitted only to the operator terminal, and a connection switching for switching the connection of the branched lines based on the control of the connection control step. Operator management methods including steps and.

(Appendix 6) In the operator management method described in Appendix 5, conversation voice information transmitted / received by the operator terminal and an external telephone, and a screen displayed on the operator terminal when the conversation voice information is generated. A conversation information storage step for associating information and storing it as conversation information, an abnormality notification step for notifying a conversation abnormality in the conversation information, and the conversation information storage step based on the notification information notified in the abnormality notification step. An operator management method including a conversation information output step of outputting the conversation voice information stored in the above and displaying the screen information by sliding switching at a speed corresponding to the reproduction speed of the conversation voice information.

(Appendix 7) In the operator management method described in Appendix 6, a list display step for displaying a list of question and answer information in the conversation information stored in the conversation information storage step, and a question and answer information displayed in the list display step. Among them, the conversation information corresponding to the question and answer information extracted in the abnormality extraction step in the conversation information output step, including the abnormality extraction step for extracting the question and answer information that causes the conversation abnormality to occur. Operator management method that is output with priority.

(Appendix 8) In the operator management method described in Appendix 7, a character conversion step for converting the conversation voice information into character information, a character analysis step for morphologically analyzing the character information converted in the character conversion step, and the character. Including the character string extraction step of extracting the character string corresponding to a predetermined part from the character information analyzed in the analysis step, the list of question and answer information is displayed in the list display step, and the character string extraction step is displayed. An operator management method in which the character string extracted in is displayed in association with the question and answer session.

(Appendix 9) In an operator management program that causes a computer to function so as to manage a plurality of operator terminals by a management terminal, the connection lines of the operator terminal, the management terminal, and an external telephone are branched and connected, and the operator is connected. The connection lines of the terminal and the external telephone are connected so that the conversation voice information can be transmitted and received to each other, and the connection line of the management terminal is connected so that the management terminal can receive the conversation voice information. A computer is used as a connection control means for connecting management voice information transmitted from a management terminal so that it can be transmitted only to the operator terminal, and a connection switching means for switching the connection of each of the branched lines based on the control of the connection control means. An operator management program that works.

(Appendix 10) In the operator management program described in Appendix 9, conversation voice information transmitted / received by the operator terminal and an external telephone, and a screen displayed on the operator terminal when the conversation voice information is generated. Conversation information storage means for associating information and storing it as conversation information, abnormality notification means for notifying a conversation abnormality in the conversation information, and storage in the conversation information storage means based on the notification information notified by the abnormality notification means. An operator management program that outputs the conversation voice information and causes the computer to function as a conversation information output means for slide-switching and displaying the screen information at a speed corresponding to the reproduction speed of the conversation voice information.

(Appendix 11) In the operator management program described in Appendix 10, among the list display means for displaying a list of question and answer information in the conversation information stored by the conversation information storage means, and the question and answer information displayed by the list display means. A computer is made to function as an abnormality extraction means for extracting question and answer information that causes a conversation abnormality, and the conversation information output means gives priority to the conversation information corresponding to the question and answer information extracted by the abnormality extraction means. Operator management program to output.

(Appendix 12) In the operator management program described in Appendix 11, the character conversion means for converting the conversation voice information into character information, the character analysis means for morphologically analyzing the character information converted by the character conversion means, and the character analysis means A computer is operated as a character string extraction means for extracting a character string corresponding to a predetermined part from the analyzed character information, the list display means displays a list of question and answer information, and the character string extraction means extracts the character string. An operator management program that displays a character string in association with the question and answer session.

<figref num="1">It is a system schematic diagram of the operator management system which concerns on 1st Embodiment.</figref><figref num="2">It is an operation schematic diagram when an abnormality occurs in conversation in the operator management system which concerns on 1st Embodiment.</figref><figref num="3">It is a schematic diagram which shows the structure of the switching device which switches a connection line in the operator management system which concerns on 1st Embodiment.</figref><figref num="4">It is a hardware block diagram of the computer used in the operator management system which concerns on 1st Embodiment.</figref><figref num="5">It is a functional block diagram of the operator management system which concerns on 1st Embodiment.</figref><figref num="6">It is a flowchart which shows the operation of the operator terminal in the operator management system which concerns on 1st Embodiment.</figref><figref num="7">It is the first figure which shows an example of the display screen of the operator terminal in the operator management system which concerns on 1st Embodiment.</figref><figref num="8">FIG. 2 is a second diagram showing an example of a display screen of an operator terminal in the operator management system according to the first embodiment.</figref><figref num="9">It is a flowchart which shows the operation of the management terminal in the operator management system which concerns on 1st Embodiment.</figref><figref num="10">It is a figure which shows an example of the display screen of the management terminal in the operator management system which concerns on 1st Embodiment.</figref><figref num="11">It is a schematic diagram which shows the connection line of the external telephone, the operator terminal, and the management terminal in the operator management system which concerns on 1st Embodiment.</figref><figref num="12">It is a flowchart which shows the operation of the server in the operator management system which concerns on 1st Embodiment.</figref><figref num="13">It is a figure which shows the connection line in the case of the advice mode in the operator management system which concerns on 1st Embodiment.</figref><figref num="14">It is a sequence diagram which shows the operation when the connection line is switched in the operator management system which concerns on 1st Embodiment.</figref>

Code description

1 Operator management system 2 customers 3 operator 4 administrator 40 computer 41 CPU 42 RAM 43 ROM 44 flash memory 45 HD 46 LAN card 47 mouse 48 keyboard 49 video card 49a display 50 sound card 50a speaker / microphone 51 drive 100 external telephone 110 Incoming call 120 caller 200 operator terminal 210 Caller 220 Incoming call 230 Conversation Information Collection Department 240 Display control unit 300 management terminal 310 Input section 320 Display control unit 330 Audio input / output section 400 servers 410 Conversation state memory 411 Voice information storage unit 412 Screen information storage 413 Script information storage 414 Message information storage 420 Conversation Information Analysis Department 430 Connection control unit 500 line switching device 510 switching part 520 branch 600 Auto dialing controller 610 operator PC 700 landline phone 710 Voice interception adapter 750 display area 751 Message display area 752 Script display area 753 Call button 754 disconnect button