CORRESPONDENCE PRESENTATION DEVICE AND CORRESPONDENCE METHOD

To provide a correspondence presentation device to assist a call center operator.SOLUTION: The correspondence presentation device includes: a storage unit which stores a master DB of past question-answer records; a text acquisition unit which acquires text data obtained by voice-recognizing the curr...

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Bibliographic Details
Main Author MANABE AKIRA
Format Patent
LanguageEnglish
Japanese
Published 25.06.2020
Subjects
ACOUSTICS
CALCULATING
COMPUTING
COUNTING
ELECTRIC DIGITAL DATA PROCESSING
MUSICAL INSTRUMENTS
PHYSICS
SPEECH ANALYSIS OR SYNTHESIS
SPEECH OR AUDIO CODING OR DECODING
SPEECH OR VOICE PROCESSING
SPEECH RECOGNITION
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Summary:To provide a correspondence presentation device to assist a call center operator.SOLUTION: The correspondence presentation device includes: a storage unit which stores a master DB of past question-answer records; a text acquisition unit which acquires text data obtained by voice-recognizing the current question-answer records; a hierarchical structure data generation unit which generates hierarchical structure data of the master DB by classifying main points of the text data into predetermined categories and integrating summaries; and a display unit which displays the hierarchical structure data corresponding to the text data for each category classified by the hierarchical structure data generation unit. The display unit provides a correspondence presentation device which highlights the hierarchical structure data having a high degree of similarity to the text data.SELECTED DRAWING: Figure 2A 【課題】コールセンタのオペレータを補助するための対応提示装置を提供する。【解決手段】過去の質問応答記録のマスタＤＢを記憶する記憶部と、現在の質問応答記録を音声認識したテキストデータを取得するテキスト取得部と、テキストデータの要点を予め定められたカテゴリ毎に分類し、要点を集約して、マスタＤＢの階層構造データを生成する階層構造データ生成部と、テキストデータに対応する階層構造データを、階層構造データ生成部が分類したカテゴリ毎に表示する表示部とを備え、表示部は、テキストデータに対する類似度の高い階層構造データを強調表示する対応提示装置を提供する。【選択図】図２Ａ
Bibliography:Application Number: JP20190155509