JP2003219038A - Call center system device linked to customer information and call method linked to customer information - Google Patents

Abstract

(57) [Summary] [Problem] It is possible to accumulate information on a buyer as customer information and effectively use the accumulated customer information in response to a re-purchase application, and take thorough measures for the customer. A call center system device linked to customer information and a call method linked to customer information. In a system device for receiving an order from a customer by a customer telephone and exchanging with the customer, information on the ordered product received as a result of the exchange with the customer is stored in a telephone number of the customer telephone and the name of the customer. Together with the customer information database 2a, and when an order is subsequently received from the same customer, the customer information management server 2 searches for information on the stored order when communicating with the customer. Adoption of characteristic configuration means having:

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to customer information, which is not annoying to the customer by communicating with the customer by voice in cooperation with the customer information about the customer particularly when receiving a purchase of a product by telephone. Call center system device and a call method linked with customer information. Although the purchase target is a product, various service tickets (tickets, etc.) and reservations (hotel reservations, etc.) will be considered as being included in the description.

[0002]

2. Description of the Related Art The purchase of merchandise via the Internet is progressing rapidly, and various technologies exist. By the way, in sales transactions via the Internet or telephone, it is necessary for the customer to input information (character input, voice input) for identifying each product one by one, such as not only the product name of a normal product but also a detailed model number.

[0003] Further, conventionally, voice authentication for performing authentication using voice is being used. A password composed of a numeric string such as a telephone number or a personal identification number was used for personal identification confirmation using this voice authentication. That is, a speaker utters a numeric string, data of a numeric character string is generated from the uttered voice, and authentication is established when the data matches the pre-registered personal identification number. In this case, in order to prevent erroneous recognition at the time of recognizing the utterance content of the utterer, a number string (telephone number, etc.) having a high voice recognition rate is mainly used for the voice password. In addition, as a method of performing authentication using voice, the voiceprint of the user to be authenticated is registered in advance as voiceprint data, the user speaks at the time of authentication, and verification is performed by checking whether the voiceprints match. There is a way to do it. An authentication device that authenticates a person using such a voice is becoming widespread (for example, see Non-Patent Document 1).

[0004]

[Non-patent document 1] Author unknown, 'CTI product link' [o
nline], Japan Computer Telephony Forum, [October 11, 2002 search], Internet <URL: http://www.ctfj.com/cti/seihin.html>

[0005]

Therefore, in a sales transaction, the seller may ask the customer to input the information for specifying the product only once (whether voice input or character input). I am not able to do so, I will be asked to input it every time I buy or sell, it will be annoying to customers, not only making it uncomfortable in buying and selling transactions, but especially for customers or VIP treatment The current situation is that we can only respond to our customers in the same way, that is, we can only respond to regular customers in the same way as new customers. In this case, the seller may lose regular customers and customers who should receive preferential treatment.

In addition, in the case of performing authentication by telephone,
When using a password such as a number string as a password, if another person hears the spoken password, there is a possibility that another person may be authenticated and the security level will drop. .
In addition, there is a problem that the speaker may forget the personal identification number itself, which reduces the convenience of the user. In addition, if the user forgets the password, the password re-registration work is required, which causes a problem that the service provider side of the authentication process increases the work content. Furthermore, using a personal identification number as a password can prevent erroneous recognition of voice as compared to a hiragana or katakana character string, but as described above, there is a problem that the user forgets the personal identification number. Even when a keyword other than the personal identification number is used as the password, it is desirable to reduce the erroneous recognition of voice. Also, if you authenticate using a voiceprint,
Although security can be improved, when a large number of pre-registered voiceprint data exist, it takes a long time to perform comparison when comparing all the voiceprint data with the spoken voiceprint at the time of voiceprint verification. There is a problem.

The main objects to be solved by the present invention are as follows. A first object of the present invention is to store information about a buyer as customer information, and effectively use the stored customer information for a purchase application again, so that it is possible to take a thorough response to the customer. It is to provide a call center system device linked with customer information and a call method linked with customer information.

A second object of the present invention is to take appropriate measures for the customer, including the purchase tendency of the customer.
It is to provide a call center system device linked with customer information and a call method linked with customer information.

The third object of the present invention is, in some cases,
It is to provide a call center system device linked with customer information and a call method linked with customer information, which can provide information about a campaign such as guidance for recommending the purchase of a product that has not been purchased.

A fourth object of the present invention is to provide a call center system device linked with customer information and a call method linked with customer information, which can reduce the time required for collation. A fifth object of the present invention is to provide a call center system device linked with customer information and a call method linked with customer information, which can reduce false recognition of voice. A sixth object of the present invention is to provide a call center system device linked with customer information and a call method linked with customer information, which is highly convenient for a speaker.

Other objects of the present invention will be apparent from the description, the drawings, and particularly the description of each claim in the claims.

[0012]

The system device of the present invention comprises:
In solving the above problems, in a system device that receives an order from a customer by a customer telephone and communicates with the customer, information about an ordered product received as a result of the interaction with the customer, a customer information database together with customer specific information of the customer. In the case where an order is received from the same customer after that, the customer information management server for searching for information on the stored ordered product, which is used when interacting with the customer, is provided. Take characteristic construction measures.

The method of the present invention, in solving the above problems,
When an interactive voice response device receives a call from the customer telephone when accepting an order from the customer by the customer telephone and exchanging with the customer, the customer who made the call is identified and then the identification is performed. Requesting the customer to enter the details of the order, and the interactive voice response device receives the input of the details of the order from the customer. The customer information management server that manages customer information based on the entered order details starts the official product name ordered by the customer from the customer information database based on the entered order details. Check the purchase history acquisition procedure and the customer history acquisition procedure to extract and confirm to the customer whether the extracted official product name is correct. The The order contents customer information registration procedure for storing the customer information database by the customer information management server, that sequentially performed, take the characteristic construction technique.

More specifically, in order to solve the problem, the present invention achieves the above object by adopting the novel characteristic constitution means or method listed below.

A first feature of the system device of the present invention is a system device which receives an order from a customer by a customer telephone and communicates with the customer. Information on an ordered product received as a result of the interaction with the customer, Accumulated in the customer information database together with the customer identification information of the customer,
After that, if you receive an order from the same customer,
A call center system device is employed in cooperation with the customer information, which is provided with a customer information management server that retrieves information on the accumulated ordered products, which is used when interacting with the customer.

A second feature of the system device of the present invention is presented to the customer after the customer information management server in the first feature of the system device of the present invention receives an order for a product from the customer telephone. This is because the call center system device is used in cooperation with the customer information, which holds customer-specific campaign information for each customer.

A third feature of the system device of the present invention is that the customer information management server in the first or second feature of the system device of the present invention is not limited to the customer calling the customer telephone to the system device. Even when an order is placed from a customer terminal using any one of e-mail and the Web, information about the ordered product is accumulated as information about the ordered product, and then the same customer places an order. In the case of accepting the call, the call center system device has a function of retrieving information about the ordered product, which is used when the customer interacts with the customer, and adopts the configuration of the call center system device linked with the customer information.

A fourth feature of the system device of the present invention is that the system device according to the first, second or third feature of the system device of the present invention sends voice guidance to the customer telephone, and An interactive voice response device that directly receives a voice, a voice recognition server that recognizes a customer's voice received by the interactive voice response device, and a product information database that holds product information that is information about products that can be accepted as an order According to the result of recognizing the voice of the customer by the voice recognition server, any one of the information regarding the ordered product retrieved by the customer information management server and the product information held in the product information database, and the customer previously accumulated by the customer. Create a text data of the voice guidance to the customer by combining the interaction with the standard sentence. And comprising also comprises a voice synthesizing server for converting the text data to which the created voice, in the configuration adopting the call center system unit that links with the customer information.

A fifth feature of the system device of the present invention is that the product information database in the fourth feature of the system device of the present invention is a product ordered by a customer.
One or more of the official name and model number of the product from the product information owned by the customer, including the purchase history of the customer accumulated in the customer information database, based on any of the abbreviations, model numbers, and categories of the product. This is the adoption of the configuration of the call center system device that is linked to the customer information and is owned so that it can be specified.

A sixth feature of the system device of the present invention is voiceprint data for generating voiceprint data from a voice uttered by the customer in the call center system device linked with the customer information according to any one of claims 1 to 5. A generation unit, a text data generation unit that generates text data from the voice, a voiceprint database that stores a keyword and voiceprint data in association with each other in advance, and a keyword that matches the text data generated by the text data generation unit A search unit that searches the voiceprint database, and based on the search result of the search unit, matches the voiceprint data associated with the keyword that matches the text data with the voiceprint data generated by the voiceprint data generation unit. And a voiceprint matching unit for performing authentication.

The seventh feature of the system device of the present invention is voiceprint data for generating voiceprint data from voice uttered by the customer in the call center system device linked with the customer information according to any one of claims 1 to 5. A generation unit; a text data generation unit that generates text data from the voice; a vowel extraction unit that generates vowel key information by extracting vowels included in the text data generated by the text data generation unit; Based on the search result of the search unit, a voiceprint database prestored in association with the voiceprint data, a search unit for searching the voiceprint database for vowel data matching the vowel key information generated by the vowel extraction unit, Voiceprint data associated with vowel data matching the vowel key information, and generated by the voiceprint data generation unit. A voiceprint collation unit for performing authentication by collating the fingerprint data, it has a.

The first feature of the method of the present invention is a call method for accepting an order from a customer by a customer telephone and exchanging with the customer, wherein the interactive voice response device receives a call from the customer telephone. After specifying the customer who made the call, the customer specifying procedure for making a response to the received call to the specified customer, and following the customer specifying procedure, requesting input of order details, The customer information management server, which starts when the interactive voice response device receives the input of the order content and manages the customer information from the input order content, receives the customer information based on the input order content. A purchase history acquirer that extracts the formal product name ordered by the customer from the information database and confirms to the customer whether the extracted formal product name is correct. Can, customer information registration procedure for storing the customer information database confirmed order details in the customer history acquisition procedure by the customer information management server,
It is the adoption of the configuration of the call method linked with the customer information, which is carried out sequentially.

The second feature of the method of the present invention is that the customer information registration procedure in the first feature of the method of the present invention is started after confirmation of the order details in the purchase history acquisition procedure, An information management server acquires a campaign information unique to a customer who recommends another product to the customer from the customer information database, and a campaign information acquisition procedure for recommending an unpurchased product to the customer based on the acquired campaign information. When performed after the purchase history acquisition procedure, the customer information management server, together with the confirmed order content, also about the campaign execution result, which is the result of recommending the unpurchased product performed in the campaign information acquisition procedure. This is the adoption of a configuration of a call method that is linked to customer information that is accumulated.

A third feature of the method of the present invention is that the purchase history acquisition procedure according to the first or second feature of the method of the present invention is performed by the customer information management server from the customer information database, and the entered order is entered. Based on the content,
If the formal product name that the customer ordered previously could not be extracted, the product information database that holds product information about products that can be ordered in advance, based on the content of the order, is officially matched to the order content. A method of calling that is linked with customer information, in which one or more unique product names are extracted and the customer is asked to select from one or more of the extracted official product names to confirm the order details. It is in adoption.

A fourth characteristic of the method of the present invention is that the customer specifying information in the first, second or third characteristic of the method of the present invention is the customer specifying information received by the interactive voice response device. It is confirmed whether or not it is stored in the customer information database managed by the customer information management server, and if it is stored in the customer information database, it corresponds to the received customer identification information obtained from the customer information database. While responding to the received call using the customer's name, the request for membership registration is made if the customer information database is not yet stored, and if the customer responds to the request, the customer is requested to Requesting the input of the name and other basic information of the customer, and registering the input basic information of the customer in the customer information database by using the customer specifying information as a key. In the configuration adoption of the call method to work with customer information.

A fifth feature of the method of the present invention is that the calling method according to the first, second, third or fourth feature of the above-mentioned method of the present invention allows a customer to send an electronic mail without using the customer telephone. When a product order is placed on the Web, the customer information management server accumulates the customer history in the customer information database as a purchase history of the customer, and the customer history is used when the product is ordered using the customer phone. This is the adoption of the configuration of a call method that is used for extracting names and is linked with customer information.

The sixth feature of the method of the present invention is as follows.
In the call method in which the customer information is linked with 9, 10, 11 or 12, voiceprint data is generated from a voice uttered by the customer, text data is generated from the voice, and the generated text data is matched. The character data to be searched is searched from a voiceprint database stored in advance in which the character data and the voiceprint data are associated with each other, and the voiceprint associated with the character data that matches the text data is based on the retrieved result. Authentication is performed by collating the data with the generated voice print data.

The seventh feature of the method of the present invention is as follows.
In the call method linked with the customer information according to 9, 10, 11, or 12, voiceprint data is generated from a voice uttered by the customer, text data is generated from the voice, and the generated text data is converted into the generated text data. Generating vowel key information by extracting the included vowel, the vowel data that matches the generated vowel key information, the vowel data and voice print data are searched from the pre-stored voice print database in association with, Based on the searched search result, the voiceprint data associated with the vowel data that matches the vowel key information and the generated voiceprint data are collated to perform authentication.

[0029]

BEST MODE FOR CARRYING OUT THE INVENTION Embodiments of the present invention will be described below in the order of a system apparatus example and a method example with reference to the drawings.

(Example of System Device) FIG. 1 shows an internal functional configuration and an embodiment thereof as an Internet call center system device using the Internet for a call center system device linked with customer information according to an embodiment of the present invention. It is a block diagram which also showed the structure regarding the form connected with the corporate user house (seller side of goods).

In the figure, α is an Internet call center system device, β is a corporate user home, 1 is an interactive voice response device, 2 is a customer information management server, 2a is a customer information database (customer information DB), and 3 is a voice synthesis server. 4, voice recognition server, 4a recognition dictionary, 5 mail reception / history management server, 6 maintenance server, 7 maintenance terminal, 8 product information database (product information DB), 9 customer phone, 10
Is a customer terminal, 11 is a mail server, 12 is a sales terminal, 13 is a complaint terminal, 14 is a product inquiry terminal, 15 is a Web server, and L is a LAN / dedicated line (LAN).
(Or a leased line), L1 is a telephone network, and L2 is the Internet. Incidentally, the connection between the corporate user home β and the customer information management server 2, the corporate user home β and the mail reception / history management server 5
In FIG. 1, LAN / dedicated line L is used for the connection with, but the communication network such as the telephone network L1 and the Internet L2 may be used without sticking to this.

[Internal Components of Internet Call Center System Device] The internal components of the Internet call center system device α will be described below.

The interactive voice response device 1 is a device for performing a dialogue process with a caller by sending voice guidance such as service guidance and inputting voice information such as order information from a caller who is a customer.

The customer information management server 2 connected to the customer information database 2a (the customer information database 2a may be configured integrally with the customer information management server 2; it is not essential to be externally attached as shown in the figure). It is a server that collects, analyzes, and manages customer information.

Regarding the function of the customer information management server 2, for example, first, when the customer places an order using the customer telephone 9, the caller telephone number (interactive voice response) received by the interactive voice response device 1 is given. From the caller telephone number notification received when the device 1 connects to the customer telephone 9), the customer rank of the customer (for example, the customer rank includes regular customers, new customers, important customers, etc.) Customer information (such as customer's name, previously purchased product name or quantity), and purchase of the product ordered this time. There is a function to register information. If the caller's phone number is not notified, but the caller's phone number is not notified, the membership number (+ PIN) will be used instead of the caller's phone number.
The same function can be provided by inputting (the details will be described later. Information for identifying the customer, such as the telephone number of the customer telephone 9, the member number, the member number + the secret code,
It is defined as "customer specific information". ).

Secondly, when a customer places an order for a product by using the customer terminal 10, the mail server 11 sends an e-mail.
From the mail reception / history management server 5 via
In b, there is a function of receiving customer information (such as information identifying a customer such as an address) and product purchase information (such as the name of the product ordered this time or the number of products) from the Web server 15 and registering it in the customer information database 2a.

The voice synthesis server 3 is based on the text data (this text data is built in the voice synthesis server 3, but may be held in an external database).
Depending on the result of recognition of the customer's voice by the voice recognition server 4, one of the information regarding the ordered product retrieved by the customer information management server 2 and the product information held in the product information database 8 and the customer previously accumulated It is a server that creates text data of voice guidance for customers by combining exchanges with standardized sentences and converts the created text data into voice and outputs the voice.

The voice recognition server 4 connected to the recognition dictionary device 4a (the recognition dictionary device 4a may be the voice recognition server 4 built-in. It is not essential to attach it externally as shown in the figure). Voice information input to the Internet call center system device α (for example, order information)
Is a server for recognizing a text data according to a predefined grammar / recognition dictionary and outputting it as text data.

The mail reception / history management server 5 passes through the mail server 11 of an organization (such as a trading company, in FIG. 1 the company user's house β) when a customer orders a product by e-mail using the customer terminal 10. It is a server that receives the e-mail, extracts the customer information from the received e-mail, registers it in the customer information database 2a, and manages the history of the received e-mail.

The maintenance server 6 is a server that performs maintenance and operation of the entire Internet call center system device α, such as updating of the recognition dictionary 4a and the product information database 8 and failure monitoring. The maintenance terminal 7 is a terminal that is used by a maintainer of the Internet call center system device α to perform maintenance.

The merchandise information database 8 is a database that holds merchandise information, which is information about merchandise that can be accepted as an order. For merchandise that can be ordered by a customer, the purchases for that customer accumulated in the customer information database 2a. In consideration of the history, the abbreviation of the product,
It stores such that one or more formal names and model numbers of products can be identified by either the model number or the category.

In FIG. 1, the Internet call center system device α is not provided with a control device or a control server for controlling the whole thereof, but it may be provided separately, or a specific internal device, for example, It may be incorporated in the interactive voice response device 1.

[Corporate User Home] The corporate user home β shown in FIG. 1 is not only the outside L2 but also the customer information management server 2 and the mail reception / history management server 5 of the Internet call center system device α. A person who operates a terminal connected to the LAN / dedicated line L and operating in various terminals such as the sales terminal 12, the complaint terminal 13, and the product inquiry terminal 14 from the customer terminal 10 Receive sales, hear complaints, and inquire about products. As shown in Figure 1,
Web order / confirmation is handled by the Web server 15, and inquiries and complaints by e-mail are handled by the mail server 11.
It should be noted that this point is not essential in the present invention, and is merely an example of a situation in which a customer receives a product order in connection with the Internet call center system device α as an example.

(Example of Method) Regarding the call method (hereinafter simply referred to as “call method”) linked with the customer information, which is an embodiment of the present invention, the operation of the above-mentioned Internet call center system device α and the call method are used. The above-mentioned processing procedure will be described to supplement the description of the above-described system device example.

FIG. 2 is an overall flow chart of the calling method, and FIGS. 3 to 7 are the first stage of the customer identification procedure of STEP1, the second stage of the customer identification procedure of STEP1, and the purchase history acquisition procedure of STEP2 in FIG. FIG. 3 is a detailed flow chart of a campaign information acquisition procedure in STEP 3 and a customer information registration procedure in STEP 4.

In the entire flow chart and the detailed flow chart, there is a portion (that is, a voice guidance example portion) showing an interaction with a customer as an example. Also,
In the flow chart or the following description, as for the sentences enclosed by the symbols "" and "", "" indicates an example of voice guidance, and "" is obtained from the customer information database 2a in principle. Customer-specific data (customer's name, previously purchased product name, campaign information for this customer), voice synthesis server 3
The data stored in (is created using one or more of the product information accumulated in the data product information database 8 according to the customer rank of the customer, and other sentences and phrases in "" are The text is pre-stored in the voice synthesizing server 3 (a general fixed-form sentence that is a standardized form of pre-stored interactions with customers).

[Overall Configuration] The call method shown in FIG. 2 will be outlined assuming a certain example and also showing the operation procedure of the Internet call center system device of FIG.

On the condition that the interactive voice response device 1 receives the call from the customer through the customer telephone 9 (ST1).
The customer identification procedure (STEP1) is started, and the customer information management server 2 executes the customer identification subroutine (ST2) based on the caller telephone number, the member number (+ password) and other customer identification information, and the customer status and customer name. , The customer ID, etc., and based on that, the voice synthesis server 3
In the voice synthesis subroutine (ST3), the voice is converted and, for example, "This is XX cosmetics.
Thank you for using it all the time. “” Or the like is transmitted to the customer telephone 9 via the interactive voice response device 1 (ST4).

Following this voice guidance in ST4, for example, "Please tell us the name and quantity of the product you are purchasing. The product name should be an abbreviation such as" lotion "or the official name and model number. Is sent to the customer telephone 9 via the interactive voice response device 1 (ST5).

Customer telephone 9
When the customer utters, for example, "two lotions and one foundation", the interactive voice response device 1 receives it (ST6), and the received voice is recognized by the voice recognition server 4 by the voice recognition subroutine. After (ST7), the purchase history acquisition procedure (STEP2) for searching and acquiring products etc. purchased by the customer in the past is started, and the "customer" obtained by the voice recognition subroutine of ST7 and the customer identification subroutine of ST2. The purchase history acquisition subroutine (ST8) is performed by the customer information management server 2 using the “ID, product name (abbreviation, category, etc.), quantity” to acquire information on customer favorite items (item name, model number, etc. of customer favorite item). Based on this, it goes through the voice synthesis subroutine by the voice synthesis server 3 (ST9), for example, "I will confirm the ordered product. Voice guidance "Is it okay to use two" moist type "and one" white color "for the foundation?", And sends it to the customer phone 9 via the interactive voice response device 1 (ST10). ).

When the customer telephone 9 receives the voice guidance in ST10 and the customer judges that the voice content is negative, and the customer utters, for example, No, the voice response apparatus 1 receives the voice. Although not in the flow, the process returns to ST5 through the voice recognition subroutine by the voice recognition server 4 and the voice synthesis subroutine by the voice synthesis server 3 (ST11). On the other hand, the customer telephone 9 receives the voice guidance by this ST10 and the customer Determines that the voice content is affirmative, and utters, for example, Yes, the interactive voice response device 1 receives the voice (ST
12) After the voice recognition subroutine by the voice recognition server 4 (ST13), when the Internet call center system device α recognizes the customer's consent, the campaign information acquisition procedure (STEP3) is started.

With the start of STEP 3, the customer information management server 2 goes through a campaign information acquisition subroutine based on the customer ID currently acquired (ST 1
4) Obtain customer-specific campaign information-for example, unpurchased product name or new product name-through the voice synthesis subroutine (ST15) by the voice synthesis server 3, and then, for example, "Thank you for your purchase. A new beauty essence product has been released. Would you like to buy it in preparation for the ultraviolet rays in the summer? "
The data is transmitted to the customer telephone 9 via (ST16).

When the customer telephone 9 receives the voice guidance in ST16 and the customer judges that the voice content is affirmative, for example, "Yes", the voice is transmitted to the interactive voice response device 1.
Although not in the flow, the process returns to ST10 through the voice recognition subroutine by the voice recognition server 4 and the voice synthesis subroutine by the voice synthesis server 3 (S).
(T17) (Note that the contents of the voice guidance in ST10 of the flow chart itself are not shown in the drawing.) On the other hand, this S
When the customer telephone 9 receives the voice guidance of T16 and the customer determines that the voice content is negative, the customer utters, for example, No, and the interactive voice response device 1 receives the voice (ST18), and the voice recognition server. After the voice recognition subroutine (ST19) by 4 and the voice synthesis subroutine (ST20) by the voice synthesis server 3, for example, the voice guidance "Thank you for your use. We look forward to your use again." It is sent to the customer telephone 9 via the device 1 (ST21).

The customer telephone 9 receives the voice guidance in ST21, the customer listens to it, and the customer hangs up the receiver of the customer telephone 9 to disconnect the line between the customer telephone 9 and the Internet call center system device α ( ST22) On the other hand, in the Internet call center system device α, a customer information registration procedure (STEP 4) is performed by the customer information management server 2 for accumulating information about purchased products, campaign execution results, etc., using the customer ID as a key. (ST2
3).

Further, the person who receives the order will perform post-processing such as shipping of goods, but since such a procedure is not an essential part of the present invention, a brief remark is that customer information management is performed. Although mail distribution / Web reference is performed between the server 2 and the sales terminal 12, the present invention is not limited to this.

Note that these series of procedures are substantially programmed so that the program is stored in the Internet call center system device α (not shown in FIG. 1, such as a control server or the interactive voice response device 1). It is done by storing and executing.

Assuming the above general outline, STEP1
I will explain in detail about the specific procedure of ~ 4.
1 customer identification procedure, STEP 2 purchase history acquisition procedure, STEP 3 campaign information acquisition procedure, STE
As can be seen from the above, the P4 customer information registration procedure is generally defined as follows.

The customer identification procedure in STEP 1 is carried out when the interactive voice response device 1 receives a call from the customer telephone 9, and the customer who made the call is identified and the call is made. It is a procedure to respond.

The purchase history acquisition procedure in STEP 2 is ST
This is started when the interactive voice response device 1 receives the input of the order details subsequent to the response to the customer of the customer identification procedure of EP1 and the input of the order details, and the customer information is input from the input order details. In the customer information management server 2 to be managed, the formal product name that the customer has previously ordered is extracted from the customer information database 2a based on the input order contents, and whether the extracted formal product name is correct. Is a procedure for confirming to the customer.

The campaign information acquisition procedure in STEP 3 is started after the order details are confirmed in the purchase history acquisition procedure in STEP 2, and the customer information management server 2
In this procedure, the campaign information for recommending another product to the customer is acquired from the customer information database 2a, and the unpurchased product is recommended to the customer based on the acquired campaign information.

The customer information registration procedure in STEP 4 is ST
This is a procedure for accumulating the order details confirmed in the customer history acquisition procedure of EP2 in the customer information database 2a by the customer information management server 2, and when the campaign information acquisition procedure of STEP3 is performed, the customer information management server 2 This is a procedure of accumulating the campaign execution result, which is a result of recommending an unpurchased product performed in the campaign information acquisition procedure of STEP 3, together with the confirmed order contents.

[Customer Identification Procedure (STEP1)] The customer identification procedure will be described in detail with reference to FIGS. 3 and 4 showing the detailed flow of the customer identification procedure (STEP1).

When the caller's telephone number is input (ST1-
1) Determine whether the caller's telephone number has been notified (ST
1-2).

In the case of negative determination in ST1-2, for example, "This is XX cosmetics. Thank you for using. If you have already registered as a member, voice or push your membership number and PIN. Please enter with the button. If you have not registered your membership number yet, please register and speak. ”” To the customer telephone 9 (ST1-3).

Then, the input of the voice guidance from the customer is judged (ST1-4), and if the input is the member number / password, the customer information database 2a corresponds to the customer number (customer ID). The customer's name to be obtained is acquired (ST1-5), and the voice is output, for example, "This is XX cosmetics. Thank you, XX." (ST1-6).

If the result of the determination in ST1-2 is affirmative, it is determined whether or not the caller telephone number is in the customer information database 2a (ST1-7). And this ST1
In the case of affirmative in -7, the customer status is not new, that is, the customer status is other than new (regular / important, etc.) (S
(T1-8), the customer name / customer ID corresponding to the caller telephone number is acquired from the customer information database 2a (ST1-
9), through the voice synthesis subroutine of ST3 described above, for example, "This is XX cosmetics.
Thank you for using us. “” And other voice guidance are sent to the customer telephone 9 (ST1-1
0).

When the result in ST1-7 is negative, or when it is determined in the previous ST1-4 that "register" has been input by voice, it is determined that the customer status is new (ST1
-11), "This is XX cosmetics." Thank you for using it. We accept product orders. Membership registration is required for that. Do you want to register as a member? Please answer yes / no. " Is issued to the customer telephone 9 (ST1-12).

A reply from the customer who received this ST1-12 is answered through the voice recognition subroutine by the voice recognition server 4 as required, and a yes / no judgment is made (ST1-
13), in the case of No, create a voice guidance such as "Thank you for your use. We are waiting for your use again" with the voice synthesis server and send it to the customer phone 9 (ST1- 14) Then, the line is disconnected (ST1-15). On the other hand, in the case of Yes, a member registration process for performing member registration is performed.

Here, to give an example of the member registration process, the voice synthesis server 3 creates the voice guidance "Register the member information. Please tell us your name." It is sent to the customer telephone 9 via the voice response device 1 (ST1-16), and the interactive voice response device 1 receives a voice from the customer telephone 9 which receives this voice guidance, for example, ◯◯ △ child (ST1- 17),
The voice recognition subroutine of the voice recognition server 4 is executed to recognize the customer name, and basic information, at least the name of the customer (at least customer-specific information such as an address, etc., is input according to the service content) in the customer information database 2a. A request is made and the customer responds to the request and also registers the information input (ST1-18). At that time, a customer ID is assigned (this customer I
The membership number and PIN are determined automatically or in consideration of the customer's request so as to correspond to D, and by some method (voice output, e-mail, fax, mail delivery, etc.) to the customer. It is transmitted (membership number may be customer ID).

After this member registration processing, a voice guidance such as "Thank you for member registration" is created through the voice synthesis subroutine by the voice synthesis server 3 and is sent to the customer terminal 9 via the interactive voice response device 1. (ST
1-19). The above is the details of the customer identification procedure (STEP 1).

[Purchase History Acquisition Procedure (STEP2)] Here, the purchase history acquisition procedure (STEP2) will be described based on FIG. 5 showing the detailed flow of the purchase history acquisition procedure (STEP2).
2) will be explained in detail.

As described above, this procedure is carried out after the customer identification procedure (STEP 1) is followed by some verbal application regarding the product purchased by the customer, such as the product name, which is started after voice recognition. Therefore, because of the voice recognition, the product name (model number, abbreviation,
Category, etc.) and quantity together with customer ID (ST2-
1), it is judged whether or not the purchase history with the customer ID as a key in the customer information database 2a has the purchase product name of this time (ST2-2), and if there is, the official product name of the product from the purchase history of the customer, A model number and the like are acquired (ST2-3).

On the other hand, if the result of this determination in ST2-2 is No, the official product name, model number, etc. of the product in question are acquired from the product information database 8 (ST2-4) and "○○ (purchase input by voice from customer is purchased. The product name has (official product name 1) (model number 1) (model number 2) (model number 3), (official product name 2) (model number 1) (model number 2) (model number 3), and so on. Voice guidance "Please tell me the product name and model number to be purchased." Is created by the voice synthesis server 3 and sent to the customer telephone 9 via the interactive voice response device 1 (ST2-5). The voice recognition server 4 performs the voice recognition subroutine by receiving the voice of the formal product name and model number that the customer has purchased (ST2-
6).

Then, "We will check the products you ordered.
The voice synthesis server 3 creates voice guidance saying "Is it okay to use △ (official product name), (model number)" for ○○ (purchased product name entered by the customer)? It is transmitted via the interactive voice response device 1 (ST2-
7) The customer waits for voice confirmation of purchase confirmation OK / NG (ST2-8). The above is the purchase history acquisition procedure (STE
P2).

[Campaign Information Acquisition Procedure (STEP
3)] Here, the campaign information acquisition procedure (STEP
The campaign information acquisition procedure (STEP 3) will be described in detail based on FIG. 6 showing the detailed flow of 3).

This campaign information acquisition procedure (STE
P3) receives the customer ID currently acquired when starting this procedure (ST3-1), and acquires the campaign information of the corresponding customer accumulated in the customer information database 2a by the customer information management server 2. (ST3-2), like the above-mentioned ST16, a voice guidance saying "Thank you for your purchase." A new whitening beauty product has been released. Will you buy this in preparation for summer UV rays? "
As shown in Figure 6, "Thank you for your purchase.
Has been released as a new product. (Product description) Would you like to purchase it? Please answer "yes / no""by the voice synthesis server 3 and sends it to the customer phone 9 via the interactive voice response device 1 (ST3-3), and the customer confirms that the product has been purchased. Waiting for NG voice input (ST3-4). The above is the campaign information acquisition procedure (STEP 3).

[Customer Information Registration Procedure (STEP4)] Here, the customer information registration procedure (STE) will be described with reference to FIG. 7 showing a detailed flow chart of the customer information registration procedure (STEP4).
P4) will be described in detail. This customer information registration procedure (S
The TEP 4) receives input of the customer ID, purchase information, campaign execution result, etc. acquired up to this procedure by the customer information management server 2 (ST4-1), and purchase information of the corresponding customer ID (purchase date, purchase date, (Product name, model number, quantity, etc.) and campaign execution result are registered in the customer information database 2a (ST4-2). The above is the customer information registration procedure (STEP 4).

Although the system example and the method example have been described as the embodiments of the present invention, the present invention can be appropriately modified and implemented within a range where the object of the present invention is achieved and the following effects are exhibited.

Up to now, the operation and processing procedure of the Internet call center system device α for an order from the customer telephone 9 have been mainly described, but not an order from the customer telephone 9 but an order by electronic mail, We
When the order by b is made, each mail server 1
1. Each process is performed by the Web server 15, and information about products ordered by the customer (also information about the orderer himself)
Is stored in the customer information database 2a by the customer information management server 2 as the information regarding the order, and when an order is separately received from the same customer,
The information regarding the order accumulated in the customer information database 2a can be used. (That is, the internet call center system device α may receive an order only by the customer telephone 9, only by the customer terminal 10, or by both the customer telephone 9 and the customer terminal 10.)

Further, as shown in FIG. 1, when the customer telephone 9 or the customer terminal 10 receives the call, both the customer order from the customer telephone 9 and the customer terminal 10 are ordered by the customer. The information management server 2 centrally manages the customer information database 2a including the information (purchase history) purchased by the customer in the past together with the customer information such as the customer's name, telephone number, address, etc. You can receive orders by linking with customer information.

Next, as another embodiment, a case of authenticating the other party of the customer's telephone by voice recognition in the Internet call center system device α will be described with reference to the drawings. The voice authentication system shown below is provided between the telephone network L1 and the Internet call center system device α. FIG. 8 is a schematic configuration diagram showing the configuration of the voice authentication system according to the embodiment of the present invention. The voice authentication system includes an interactive voice response device 1a, a voice recognition server 2a, a voiceprint authentication server 3a, and a customer management server 5a.
And are connected via the network 7. The interactive voice response device (IVR) 1 performs interactive processing with the caller 8a by sending voice guidance (call flow) and inputting voice information (name) from the caller. In addition, from the text data of the name output from the voice recognition server 2a,
The vowel included in the name is extracted, and the resulting text data is output to the voiceprint authentication server 3a. Speech recognition server 2
The a recognizes the voice information input by the sender according to a prescribed grammar or recognition dictionary, and outputs the text data of the name to the interactive voice response device 1a. Voiceprint authentication server 3a
Performs verification with voiceprint data registered in the voiceprint database 32 using the voice file recorded by the interactive voice response device 1a and the vowel of the name as a key, and outputs the result to the interactive voice response device 1a. . Customer management server 5a
Is connected to the customer management database 51. Caller 8
A uses a communication terminal such as a telephone to connect to the interactive voice response device 1a.

Next, the voice authentication system described above will be further described. FIG. 9 is a schematic block diagram showing the configuration of the voice authentication system. In the interactive voice response device 1a shown in this figure, the guidance database 11a is
The voice guidance data that is the voice guidance to be sent to the caller is stored. The voice guidance dialogue unit 12a responds to the call from the caller by the guidance database 11
The voice guidance data stored in a is read out and sent to the caller for interactive processing. The voice file generation unit 13a records the voice output from the voice guidance dialogue unit 12a and is produced by the caller, and creates a voice file. The voice print data generation unit 14a generates voice print data from the voice file created by the voice file generation unit 13a.

The vowel extraction unit 15a extracts vowels included in the text data generated by the text data generation unit 22 and generates vowel key information. The vowel key information here is a vowel extracted from the name included in the voice-recognized text data. Here, an example of the relationship between the name and the vowel key information is shown in FIG. As shown in this figure, when the name is "Satoru Ishizu", the vowel included in the name is "IIU AOU", so the vowel key information is "IIU AOU". The vowel key information for the name of "Satoru Nishitsu" is also "IIU AOU".

The customer search unit 16a detects whether or not the vowel data matching the vowel key information generated by the vowel extraction unit 15a is stored in the customer database 51, thereby determining whether the customer is a customer registered in advance. If it is a customer registered in advance, the customer ID corresponding to the vowel key information is read from the customer management database,
The read customer ID and the voice print data generated by the voice print data generation unit 14a are output to the search unit 33.

Next, in the voice recognition server 2a, the dictionary database 21 stores data regarding a grammar and a dictionary for generating text data from a voice file. The text data generation unit 22 uses the dictionary database 2
1, the text data is generated from the voice file output from the voice file generation unit 13a.

In the voiceprint authentication server 3a, as shown in FIG. 11, the voiceprint database 31 associates the customer ID with the voiceprint data of the voice in which the customer identified by the customer ID pronounces his / her full name. And store it in advance. The search unit 32 obtains the voiceprint data corresponding to the customer ID output from the customer search unit 16a from the voiceprint database 3
Read from 1. The voice print matching unit 33 matches the voice print data read by the search unit 32 with the voice print data output from the customer search unit 16a to perform authentication.

As shown in FIG. 12, the customer database 51 in the customer management server 5a stores vowel key information and customer IDs in association with each other. Here, when the vowel key information of a plurality of customers is the same, a plurality of customer IDs are associated with one vowel key information and stored.

Next, the operation of the interactive voice response system having the configuration of FIG. 9 will be described with reference to the flowchart of FIG. When the caller makes a call through the telephone,
The interactive voice response device 1a receives a call (step S10).
1), the voice guidance dialogue unit 12a sends voice guidance "Welcome. Please speak your full name." To the caller's telephone (step S102). Then, when the name is uttered by the caller (step S103), voiceprint matching is performed based on the uttered name, and when the verification is successful, the voice guidance dialogue unit 12a asks, "Nishizu-sama. Thank you for always using. The voice guidance is sent to notify that the authentication "Masu." Has been established.

Next, the processing from step S103 to step S105 in FIG. 13 will be further described with reference to the flowchart in FIG. When the name spoken by the sender is received by the voice guidance dialogue unit 12a,
The voice file generator 13a generates a voice file,
It is output to the text data generation unit 22. On the other hand, the voice print data generation unit 14a generates voice print data from the voice file generated by the voice file generation unit 13a. When the voice file is generated, the text data generation unit 22 performs voice recognition of the voice file and refers to the dictionary database 21 to generate text data from the voice file (step S2). In this case, "Nishisaru" is generated as text data. Then, the generated text data is output as the voice recognition result from the text data generation unit 22 to the vowel extraction unit 15a of the interactive voice response device 1a (step S3).

The vowel extraction unit 15a extracts vowel key information from the text data generation unit 22 output from the text data generation unit 22 (step S4), and outputs the extracted vowel key information to the customer search unit 16a. The vowel key information extracted here is “IIU AOU”. The customer search unit 16a searches for a customer ID corresponding to the vowel key information output from the vowel extraction unit 15a (step S).
5). Here, since the customer IDs of the customers “Satoru Ishizu” and “Satoru Nishitsu” are stored in the customer database 51, “A100” and “A110” are detected as the customer IDs. When the corresponding customer ID is output to the interactive voice response device 1a (step S6), the customer search unit 16a causes the searched customer ID and voiceprint data generation unit 13 to be searched.
The voiceprint data generated by is output to the voiceprint matching unit 33. The voice print matching unit 33 reads the voice print data corresponding to the customer ID from the voice print database 31 by the search unit 32, and compares the read voice print data with the voice print data output from the customer search unit 16a (step S
7) A matching score is generated according to the degree of matching of the voiceprint data (step S8). Then, the voiceprint matching unit 33
When a plurality of customer IDs are output from the customer search unit 16a, the step S7 and the step S8 are executed to generate a matching score for each voice print data corresponding to each customer ID (step S9). Here, the customer ID is "A100"
And “A110” are output from the customer search unit 16a, a matching score is generated for each of them, and
Create a matching score table as shown in. The collation score here is a value indicating how similar the generated voice print data is to the voice print data registered in advance, and is represented by a numerical value in the range of 0 to 100, and in the case of 100. Indicates a perfect match.

When the matching score table is created, the voiceprint matching unit 33 has the highest matching score that is equal to or higher than the preset reference matching score (the matching score is "9").
The customer ID of “8” and the customer of “A110” “Satoru Nishitsu”) is established, and authentication is established (step S10), and the voice guidance dialogue unit 12a is instructed to establish authentication. When instructed to establish the authentication, the voice guidance dialogue unit 12a sends out the voice guidance notifying that the authentication is established (step S11).

On the other hand, when all the matching scores have not reached the reference matching score, the voiceprint matching unit 33 outputs a re-recording instruction to the voice guidance dialogue unit 12a. Based on the re-recording instruction, the voice guidance dialogue unit 12a sends voice guidance to the telephone such as "Could not be authenticated. Please speak your full name clearly." Then, when the caller utters the name again, the process is repeated from step S1.

According to the above-described embodiment, when the collation score is equal to or lower than the reference collation score, the caller is made to speak his / her name again. Since it is possible to have the user speak while changing the speaking speed, it is possible to improve the recognition rate of generating text data from voice and improve the collation rate. Moreover, a special device such as biometrics approval is not required, and it can be realized by detecting voice.

Further, it is possible to provide services such as mail-order sales, stock trading, and banking by performing authentication using the voice authentication system described above. Also, when uttering a conventional password, the products handled at a low price were the mainstream due to the security level, but since it is possible to improve security compared to the conventional method, it is possible to prevent impersonation etc. As a result, it is possible to handle not only low-priced products but also high-priced products. Further, since the voice authentication system described above is installed on the network side, it is possible to provide voiceprint authentication by the ASP service.

In the above embodiment, the case where the interactive voice response device 1a, the voice recognition server 2a, the voiceprint authentication server 3a and the customer management server 5a are separate devices has been described, but each unit is a single device. It may be provided inside. Further, in the above-described embodiment, the voiceprint data stored in the voiceprint database 31 is the full name of the customer to be authenticated, but the voiceprint data is
The keyword is not limited to the full name, but may be a keyword in which letters and numbers other than the name are combined, such as a personal identification number and a secret word.

In the above-described embodiment, the case where the customer ID and the voiceprint data are stored in the voiceprint database 31 in association with each other has been described. However, the vowel data and the voiceprint data are stored in association with each other. Only vowel data is stored in the customer database 51. Then, the customer search unit 16a detects whether or not the vowel key information is stored in the customer database 51. When the vowel key information is stored in the customer database 51, the voiceprint data corresponding to the vowel key information is detected. The voice print collating unit 33 may collate. Further, in the above-described embodiment, the case where the caller speaks a telephone has been described, but the terminal is not limited to the telephone as long as it can detect the voice of the user to be authenticated, and for example, an intercom or the like. May be As a result, it is possible to lock / unlock the entrance of the building or a place such as a safe where the lock is required, not by the key but by voice.

In the above-described embodiment, the voiceprint data stored in the voiceprint database 31 is the voiceprint data of the voiceprint when the name of the user to be authenticated is pronounced by the user. .
As a result, in the related art, when the user forgets the password, the password re-registration work is required, which causes a problem that the service provider side of the authentication process increases the work content. In the above-described embodiment, it is possible to prevent the speaker from forgetting as compared with the case of using a password such as a personal identification number, and it is possible to use his / her own familiar name, which improves convenience. it can. In addition, it is possible to prevent the user from forgetting the password, so that it is possible to prevent the service provider side of the authentication processing from increasing the work content related to the password change due to the password forgetting.

Further, the voice guidance dialogue unit 12a, the voice file generation unit 13a, the voice print data generation unit 14a, the vowel extraction unit 15a, the customer search unit 16a, the text data generation unit 22, the search unit 32, and the voice print collation unit 33 in FIG. The voice authentication process may be performed by recording a program for realizing the function of (1) in a computer-readable recording medium, reading the program recorded in the recording medium into a computer system, and executing the program. The “computer system” mentioned here includes an OS and hardware such as peripheral devices.

The "computer system" is WW.
If the W system is used, the homepage providing environment (or display environment) is also included. The "computer-readable recording medium" means a flexible disk, a magneto-optical disk, a ROM, a CD-
A portable medium such as a ROM or a storage device such as a hard disk built in a computer system. Further, the "computer-readable recording medium" means to hold a program dynamically for a short time like a communication line when transmitting the program through a network such as the Internet or a communication line such as a telephone line. In this case, a volatile memory inside a computer system that serves as a server or a client in that case holds a program for a certain period of time. Also, the program above
It may be for realizing some of the above-mentioned functions, or may be for realizing the above-mentioned functions in combination with a program already recorded in the computer system.

[0100]

According to the present invention, customer information is unified, and this customer information can be linked, and an approach that matches each customer becomes possible. In other words, if the caller is a regular customer, a voice guidance such as "Thank you very much." Is given, or when the customer has reordered a product that was previously purchased, or when ordering a regular product. Will identify the product even if you enter the abbreviation or just the model number, so not only does the customer avoid the hassle of purchasing, but it also helps sellers who buy and sell the product. Also, for a person who is outsourced by the seller (for example, an internet call center system device operating company), an effective effect of providing a new form of product offering is exhibited.

According to the present invention, the voiceprint data and the text data are generated from the voice, and the character data matching the generated text data is stored in advance in association with the character data and the voiceprint data. Based on the search result obtained by searching the database, the voice print data associated with the character data that matches the text data is compared with the generated voice print data to perform authentication. The user who has a possibility of matching can be narrowed down by extracting the candidate of the corresponding user from among the users registered in advance, and the matching can be performed by the voice print data from the candidates. It is possible to reduce the time required for matching as compared with the case of comparing all generated voice print data with the generated voice print data. Kill.

Further, this makes it possible to reduce the possibility that a person other than the person himself / herself will be authenticated even if the keyword is heard by another person, and as a result, it is possible to improve security.

Further, according to the present invention, the vowels included in the generated text data are extracted, and the vowel data matching the extracted vowels are stored in advance in association with the vowel data and the voice print data. The voiceprint database is searched, and the voiceprint data associated with the vowel data that matches the vowel key information is matched with the generated voiceprint data based on the search result. Compared to the case where all columns are used for searching, only vowels are used, so it is possible to shorten the time required to check whether or not the keywords match, and use keywords other than the PIN as passwords. Even when used, it is possible to reduce erroneous recognition of voice.

[Brief description of drawings]

FIG. 1 is a configuration diagram showing an internal functional configuration as an internet call center system device using a telephone network and the internet according to a system example of the present invention and a configuration configuration for actually connecting to an enterprise user home.

FIG. 2 is an overall flow diagram of a call method linked with customer information according to a method example of the present invention.

FIG. 3 is a front stage of a detailed flow chart of the customer identification procedure in FIG.

FIG. 4 is a latter stage of a detailed flow chart of the customer identification procedure in FIG.

5 is a detailed flowchart of the purchase history acquisition procedure in FIG.

FIG. 6 is a detailed flowchart of the campaign information acquisition procedure in FIG.

FIG. 7 is a detailed flowchart of the customer information registration procedure in FIG.

FIG. 8 is a schematic configuration diagram showing a configuration of a voice authentication system according to an embodiment of the present invention.

FIG. 9 is a schematic block diagram showing a configuration of a voice authentication system.

FIG. 10 is a diagram for explaining an example of a relationship between a name and vowel key information.

11 is a diagram showing an example of information stored in a voiceprint database 31. FIG.

FIG. 12 is a diagram showing an example of information stored in a customer database 51.

FIG. 13 is a flowchart for explaining the operation of the interactive voice response system in the configuration of FIG.

FIG. 14 is a flowchart for explaining the operation of the interactive voice response system.

FIG. 15 is a diagram showing an example of a matching score table.

[Explanation of symbols]

α ... call center system device 1 ... interactive voice response device 2a ... customer information database 2 ... customer information management server 3 ... voice synthesis server 4a ... recognition dictionary 4 ... voice recognition server 5 ... mail reception / history management server 6 ... maintenance server 7 ... Maintenance terminal 8 ... Product information database 9 ... Customer telephone 10 ... Customer terminal 11 ... Mail server 12 ... Sales terminal 13 ... Complaint terminal 14 ... Product inquiry terminal 15 ... We
b server L1 ... telephone network L2 ... internet L ... LAN / dedicated line 1a interactive voice response device 2a voice recognition server 3a voice print authentication server 5a customer management server 11a guidance database 12a voice guidance dialogue unit 13a voice file generation unit 14a voice print data generation Part 15a Vowel extraction part 16a Customer search part 22 Text data generation part 32 Search part 33 Voiceprint matching part 51 Customer database

─────────────────────────────────────────────────── ─── Continuation of front page (51) Int.Cl. ⁷ Identification code FI theme code (reference) G10L 15/00 H04M 11/00 302 15/22 G10L 3/00 571T 17/00 551A 19/00 ZECR H04M 3 / 42 N 11/00 302 545C (72) Inventor Takekoshi Minedai 1-9-1, Konan, Minato-ku, Tokyo Within NTT COMWARE CORPORATION (72) Inventor Yuki Kimijima Konan, Minato-ku, Tokyo 1-9-1 NTT DATA COMWARE CORPORATION (72) Inventor Taketoshi Ogawa 1-1-9 Konan, Minami-ku, Tokyo NTT DATA COMWARE CORPORATION (72) Invention Fumiaki Sato 1-1-6 Uchisaiwaicho, Chiyoda-ku, Tokyo NTT Communications Corporation F-term (reference) 5D015 KK02 5D045 AB26 5K015 AA07 AD01 GA00 5K024 AA71 BB02 BB04 GG01 GG05 GG08 5K101 KK02 KK17 LL01 MM07 NN01 NN11 NN21

Claims (14)

[Claims] 1. A system device for accepting an order from a customer by a customer telephone and communicating with the customer, wherein information on an ordered product received as a result of the interaction with the customer, together with customer identifying information of the customer, is customer information. It has a customer information management server that retrieves information about the accumulated ordered products, which is used when interacting with the customer when the order is received from the same customer after being stored in the database. A call center system device linked with customer information. 2. The customer information management server also holds, for each customer, customer-specific campaign information to be presented to the customer after receiving an order for a product from the customer telephone. A call center system device linked with the customer information described in 1. 3. The customer information management server, when the customer makes an order for the system device from not only the customer telephone but also an electronic mail or a Web, In the case where the information about the ordered product is accumulated as the information about the ordered product, and then the order is received from the same customer,
The call center system device linked with the customer information according to claim 1 or 2, further comprising a function of searching for information regarding the ordered product, which is used when interacting with the customer. 4. The system device transmits an audio guidance to the customer telephone and directly receives the voice of the customer, and recognizes the voice of the customer received by the interactive voice response device. A voice recognition server, a product information database that holds product information that is information about products that may be accepted as an order, the order retrieved by the customer information management server according to the result of recognition of a customer's voice by the voice recognition server Combining information about a product or product information held in the product information database with a fixed sentence that is stored in advance and stored in advance in the customer, to create text data of the voice guidance to the customer. ,
The call center system device linked with the customer information according to claim 1, 2 or 3, further comprising a voice synthesis server that converts the created text data into voice. 5. The product information database is a product abbreviation for a product ordered by a customer,
Based on either the model number or category information, the purchase history of the customer stored in the customer information database is also taken into account, and one or more of the formal name and model number of the product can be specified from the product information owned by the customer. The call center system device linked with the customer information according to claim 4. 6. A voiceprint data generation unit that generates voiceprint data from a voice uttered by the customer, a text data generation unit that generates text data from the voice, and a keyword and voiceprint data are stored in advance in association with each other. A voiceprint database, a search unit that searches the voiceprint database for a keyword that matches the text data generated by the text data generation unit, and a keyword that matches the text data based on a search result of the search unit. 6. The customer information according to claim 1, further comprising: a voice print collating unit that performs verification by collating the voice print data generated by the voice print data generation unit with the voice print data generated by the voice print data generation unit. Call center system equipment. 7. A voiceprint data generation unit that generates voiceprint data from a voice uttered by the customer, a text data generation unit that generates text data from the voice, and text data generated by the text data generation unit. A vowel extraction unit that extracts vowels to generate vowel key information, a voiceprint database that stores vowel data and voiceprint data in advance in association with each other, and vowel data that matches the vowel key information generated by the vowel extraction unit. A search unit that searches the voiceprint database, based on a search result of the search unit, voiceprint data associated with vowel data that matches the vowel key information, and voiceprint data generated by the voiceprint data generation unit. And a voiceprint collating unit for collating and authenticating the customer information, and linking with the customer information according to claim 1. Call center system equipment. 8. A call method for accepting an order from a customer by a customer telephone and exchanging with the customer, wherein the call is made when the interactive voice response device receives the call from the customer telephone. After identifying the customer
A customer identification procedure for making a response to the received call to the identified customer, and subsequent to the customer identification procedure, a request for input of order contents is made, and the interactive voice response device receives the input of the order contents. The customer information management server that manages customer information based on the entered order details, which is started by the above, extracts the formal product name ordered by the customer from the customer information database based on the entered order details. Then, the purchase history acquisition procedure for confirming to the customer whether the extracted official product name is correct, and the order details confirmed in the customer history acquisition procedure are stored in the customer information database by the customer information management server. A call method linked with customer information, characterized by sequentially performing the customer information registration procedure. 9. The customer information registration procedure is started after confirmation of order details in the purchase history acquisition procedure, and a customer-specific campaign for recommending another product to the customer in the customer information management server. When the information is acquired from the customer information database and the campaign information acquisition procedure for recommending an unpurchased product to the customer based on the acquired campaign information is performed after the purchase history acquisition procedure, the customer information management server 9. The customer information according to claim 8, wherein the campaign execution result, which is a result of recommending an unpurchased product performed in the campaign information acquisition procedure, is accumulated together with the confirmed order content. How to call. 10. The purchase history acquisition procedure, in the customer information management server, cannot extract a formal product name that the customer has previously ordered from the customer information database based on the input order contents. In this case, based on the order details, one or more formal product names that match the order details are extracted from the product information database that holds product information about products that can be ordered in advance, and The calling method linked with the customer information according to claim 8 or 9, wherein the order content is confirmed by selecting from one or more extracted official product names. 11. The customer identification procedure confirms whether or not the customer identification information received by the interactive voice response device is stored in a customer information database managed by the customer information management server. If it is stored in the information database,
While responding to the received call using the customer name corresponding to the received customer identification information obtained from the customer information database, if not stored in the customer information database, request membership registration, If the customer responds to the request, request the customer to enter the name and other basic information of the customer,
11. The call method linked with the customer information according to claim 8, 9, or 10, wherein the entered customer basic information is registered in the customer information database using the customer identification information as a key. 12. The method of calling is as follows:
When a product order is made by the customer, the customer information management server stores the customer history in the customer information database as a purchase history, and the customer history is the official product name when the product is ordered using the customer telephone. The call method in which the customer information is linked with the customer information according to claim 8, 9, 10, or 11. 13. Voiceprint data is generated from a voice uttered by the customer, text data is generated from the voice, and character data matching the generated text data is generated.
Character data and voice print data are associated with each other and searched from a pre-stored voice print database, and based on the searched search result, voice print data associated with character data matching the text data, and the generation The call method linked with the customer information according to claim 8, 9, 10, 11 or 12, wherein authentication is performed by collating with the voiceprint data that has been generated. 14. Voiceprint data is generated from a voice uttered by the customer, text data is generated from the voice, vowels included in the generated text data are extracted to generate vowel key information, Vowel data that matches the generated vowel key information,
Vowel data and voiceprint data are associated with each other and retrieved from a prestored voiceprint database, and based on the retrieved result, voiceprint data associated with vowel data that matches the vowel key information, and The call method linked with the customer information according to claim 8, 9, 10, 11 or 12, wherein authentication is performed by collating with the generated voice print data.