TALK SUPPORT SYSTEM AND TALK SUPPORT METHOD

• Main Author: KANDA YOSHIKI
• Format: Patent
• Language: English; Japanese
• Published: 14.11.2019
• Subjects: CALCULATING; COMPUTING; COUNTING; ELECTRIC DIGITAL DATA PROCESSING; PHYSICS

To provide a technique which allows a talk text to be easily organized and supports an operator in talking by an optimal talk flow presented by a system.SOLUTION: A talk support system 10 for supporting an operator in talking includes: an information storage unit 11 in which topic transition information appearing in a talk text is stored; a set similarity processing unit 12 which calculates inter-set similarities being similarities between sets of topics in the topic transition information; a transition similarity processing unit 13 which replaces strings of topics in the topic transition information with character strings and calculates transition similarities being similarities between the character strings; a talk classification processing unit 14 which classifies the talk text into a prescribed talk flow; a topic tracking processing unit 16 which identifies which talk flow and which topic therein a topic appearing in real-time talk corresponds to; and an information presentation unit 17 which presents a talk flow to the operator on the basis of the topic appearing in the real-time talk.SELECTED DRAWING: Figure 2 【課題】会話テキストを容易に整理可能にすると共に、システムが提示する最適なトークフローによってオペレータの会話を支援する技術を提供する。【解決手段】オペレータの会話を支援する会話支援システム１０であって、会話テキストに登場する話題遷移情報を記憶する情報記憶部１１と、話題遷移情報における話題の集合同士の類似度である集合間類似度を算出する集合類似度処理部１２と、話題遷移情報における話題の列を文字列とし、文字列同士の類似度である遷移類似度を算出する遷移類似度処理部１３と、会話テキストを所定のトークフローに分類する会話分類処理部１４と、リアルタイム会話に現れた話題がどのトークフローのどの話題に該当するのかを特定する話題追跡処理部１６と、リアルタイム会話に現れた話題に基づいて、オペレータにトークフローを提示する情報提示部１７と、を有する。【選択図】図２