CUSTOMER SERVICE EVALUATION DEVICE, CUSTOMER SERVICE EVALUATION SYSTEM, AND CUSTOMER SERVICE EVALUATION METHOD

• Main Authors: SHIGENAGA SHINICHI, FUJII RYOTA, BADUGE THILMEE
• Format: Patent
• Language: English; Japanese
• Published: 04.02.2016
• Subjects: ACOUSTICS; CALCULATING; COMPUTING; COUNTING; DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES; MUSICAL INSTRUMENTS; PHYSICS; SPEECH ANALYSIS OR SYNTHESIS; SPEECH OR AUDIO CODING OR DECODING; SPEECH OR VOICE PROCESSING; SPEECH RECOGNITION; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR

PROBLEM TO BE SOLVED: To appropriately evaluate, on the basis of the voice of a person when having a customer, the customer service attitude of the person.SOLUTION: A customer service evaluation device 7 for evaluating the customer service attitude of a person includes: a voice input part 31 to which the voice of a person is input as a voice signal; a keyword detection part 32 for detecting one or more predetermined keywords for customer service from the voice of the person by acquiring the voice signal; a voice feature acquisition part 34 for acquiring the voice featured value of the keyword for customer service detected by the keyword detection part 32; and a customer service score calculation part 36 for, on the basis of the detection value and voice featured value of the keyword for customer service by the keyword detection part 32, calculating an evaluation value as the index of the propriety of the customer service attitude of the person.SELECTED DRAWING: Figure 2 【課題】接客時の人物の音声に基づき当該人物の接客態度を適正に評価する。【解決手段】人物の接客態度を評価する接客評価装置７が、人物の音声が音声信号として入力される音声入力部３１と、音声信号を取得することにより、予め定められた１以上の接客用キーワードを人物の音声から検出するキーワード検出部３２と、キーワード検出部３２により検出された接客用キーワードの音声特徴量を取得する音声特徴取得部３４と、キーワード検出部３２による接客用キーワードの検出量と音声特徴量とに基づき、人物の接客態度の良否の指標となる評価値を算出する接客スコア算出部３６とを備えた構成とする。【選択図】図２