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COMMUNICATION VOICE DATA MANAGEMENT SYSTEM IN CALL CENTER AND OPERATOR TERMINAL USING THE SAME

PROBLEM TO BE SOLVED: To provide a communication voice data management system in a call center, enabling improved work efficiency by managing communication voice data in a database, based on a variety of management data generated from the communication voice data, and to provide an operator terminal appropriate for the system. SOLUTION: An operator terminal 3 generates a communication voice data 11 having a recorded communication voice, preserves the communication voice data 11 into a communication recording server 6. Voice recognition of the communication voice data 11 is performed, thereby separates the communication voice data 11 into a customer communication voice data 13 and an operator communication voice data 14. Then, clause data 15, 16 each having a predetermined format are generated from the customer communication voice data 13 and the operator communication voice data 14. Through the classification of the entire clause data 15 corresponding to the customer communication voice data 13 into one of a plurality of emotion states, and then, and after the above classified data being made related to the customer concerned, a customer management data 18 is generated. Thereafter, folders 32-1 to 32-5, being separated for each customer emotion state, in which the corresponding customer management data 18 is collected, are generated in a voice management database 7. COPYRIGHT: (C)2005,JPO&NCIPI

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