PROCESSING APPARATUS, PROCESSING METHOD, AND PROGRAM

• Main Author: ARAI HIDEKI
• Format: Patent
• Language: English; Japanese
• Published: 24.08.2023
• Subjects: CALCULATING; COMPUTING; COUNTING; DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES; ELECTRIC DIGITAL DATA PROCESSING; PHYSICS; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR

To facilitate evaluation on response operation of an operator in a contact center.SOLUTION: An AI server 100 includes: a response evaluation unit 10 which calculates a response speed of an operator U10, using the number of characters in a chat from a customer U20 and a time interval between reception of the chat from the customer U20 and transmission of a response chat transmitted by the operator U10; and an answer evaluation unit 20 which creates an optimal answer candidate for the chat from the customer U20, calculates a matching degree between the optimal answer candidate and the response chat from the operator U10, and calculates difficulty in creating the optimal answer candidate.SELECTED DRAWING: Figure 1 【課題】コンタクトセンターのオペレーターの応対業務の評価を容易にする。【解決手段】ＡＩサーバー１００は、顧客Ｕ２０からのチャットの文字数と、顧客Ｕ２０からのチャットを受信してからオペレーターＵ１０が応答のチャットを返信するまでの時間間隔を用いてオペレーターＵ１０の応答速度を計算する応答評価部１０と、顧客Ｕ２０からのチャットに対する最適な回答候補を作成し、最適な回答候補とオペレーターＵ１０からの応答のチャットとの一致度を計算するとともに、最適な回答候補を作成することの難易度を算出する回答評価部２０とを備えている。【選択図】図１