HANDLING SUPPORT DEVICE AND HANDLING SUPPORT METHOD

• Main Author: MANABE AKIRA
• Format: Patent
• Language: English; Japanese
• Published: 19.11.2020
• 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

To provide a handling support device and a handling support method for supporting operator's handling at a call center.SOLUTION: A handling support device includes: a voice acquisition unit 10 that acquires voice data of a current question response record; a storage unit 20 that stores determination data for use in escalation determination; a determination unit 30 that determines whether or not to perform escalation based on the voice data and the determination data in accordance with a predetermined first criterion and a second criterion different from the first criterion; and a display 40 that displays a determination result obtained by the determination unit.SELECTED DRAWING: Figure 2 【課題】コールセンタのオペレータの対応を支援するための対応支援装置及び対応支援方法を提供する。【解決手段】対応支援装置は、現在の質問応答記録の音声データを取得する音声取得部１０と、エスカレーション判定に用いる判定用データを記憶する記憶部２０と、予め定められた第１の判定基準と、第１の判定基準と異なる第２の判定基準とに従い、音声データおよび判定用データに基づいて、エスカレーションすべきか否かを判定する判定部３０と、判定部による判定結果を表示する表示部４０と、を備える。【選択図】図２