OPERATOR SELECTION DEVICE, OPERATOR SELECTION SYSTEM, PROGRAM AND OPERATOR SELECTION METHOD

To provide a device for assigning an operator to a called customer, so that customer satisfaction is high and the time required for telephone correspondence is shortened.SOLUTION: An operator selection device 4 includes a model acquisition part 432 for acquiring a machine learning model M learned to...

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Bibliographic Details
Main Authors OBARA TOMOHIRO, SUGAYA FUMIAKI
Format Patent
LanguageEnglish
Japanese
Published 18.04.2019
Subjects
CALCULATING
COMPUTER SYSTEMS BASED ON SPECIFIC COMPUTATIONAL MODELS
COMPUTING
COUNTING
DIAGNOSIS
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
HUMAN NECESSITIES
HYGIENE
IDENTIFICATION
MEDICAL OR VETERINARY SCIENCE
PHYSICS
SURGERY
TELEPHONIC COMMUNICATION
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Summary:To provide a device for assigning an operator to a called customer, so that customer satisfaction is high and the time required for telephone correspondence is shortened.SOLUTION: An operator selection device 4 includes a model acquisition part 432 for acquiring a machine learning model M learned to receive information about call of a customer and the biological information of the operator and to output a corresponding capability value related to call of the operator, an input information acquisition part 431 for acquiring information about call of the customer, and the biological information of an idle operator not dealing with the customer at a timing satisfying prescribed acquisition conditions, a model application part 433 for acquiring the corresponding capability value, when the called customers correspond, respectively, to the idle operators by inputting the information about call of the customer and the biological information of the idle operator to the machine learning model M, and an operator assignment part 434 assigning a corresponding idle operator to each customer, by using an evaluation function defined by using the corresponding capability value.SELECTED DRAWING: Figure 5 【課題】入電した顧客に対して、顧客満足度が高く、かつ電話対応に要する時間が短くなるようにオペレータを割り当てる装置を提供する。【解決手段】オペレータ選択装置４は、顧客の入電に関する情報とオペレータの生体情報とを入力として、オペレータの入電に関する対応能力値を出力するように学習された機械学習モデルＭを取得するモデル取得部４３２と、所定の取得条件を満たすタイミングにおいて、顧客の入電に関する情報と、顧客対応をしていない空きオペレータの生体情報とを取得する入力情報取得部４３１と、入電した顧客それぞれを空きオペレータそれぞれが対応した場合の対応能力値を、顧客の入電に関する情報と空きオペレータの生体情報を機械学習モデルＭに入力して取得するモデル適用部４３３と、対応能力値を用いて定められた評価関数を用いて、顧客それぞれについて対応する空きオペレータを割り当てるオペレータ割当部４３４と、を備える。【選択図】図５
Bibliography:Application Number: JP20170186836