JP2004229014A - Investigation system using voice response - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To obtain a searching result of higher quality by reducing a labor hour and a cost in a prior art in a system for performing questionnaires for inquiring an impression, etc. for an operator dealing with a telephone from a client in a call center, etc., in an enterprise. <P>SOLUTION: The system performs the questionnaires relating to the operator dealing with the telephone from the client in a predetermined enterprise and to the enterprise. The system includes a questionnairing person selecting means 7 for selecting the objective questionnairing person from a plurality of the operators 3 according to predetermined selecting conditions, and an automatic questionnaire performing means 8 for performing the questionnaires by a voice automatic responding unit 25 after the communication with the operator 3 is finished for the client 2 talking with the operator selected by the questionnaire person selecting means 7. <P>COPYRIGHT: (C)2004,JPO&NCIPI

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a system for conducting a questionnaire at a call center or the like in a company for asking an operator responding to a call from a customer or an impression of the company.
[0002]
[Prior art]
2. Description of the Related Art Conventionally, questionnaires to telephone operators and companies such as dealers have been conducted by distributing questionnaire sheets to an unspecified number of people, telephone surveys, street surveys, surveys using an Internet homepage, and the like.
[0003]
Further, the invention of a questionnaire survey using a conventional communication network includes an information service providing means for providing an information terminal operated by a specific user with an individual information service corresponding to the user, In response to a request for provision of the individual information service sent from an information terminal operated by a user, question information means for sending information indicating the question to a communication network addressed to the information terminal; There is an information service providing control means for starting the provision of the individual information service by the information service providing means when receiving a response sent from the information terminal in response to information indicating a question (Patent It is stated that this can secure a large number of questionnaire responses at a low cost.
[0004]
Further, there is the following invention in a system for providing a call center service. A product that runs as an application on a PC workstation provides a basic call flow that is easily customized for a particular customer by incorporating the customer profile into the underlying application. The underlying application searches for predefined customer profiles for various services at startup. When the agent workstation receives the call, the application references a particular customer profile by key, such as the number called. The application then performs one of several basic call flow processes, such as question and answer surveys, taking orders for customer products, etc. under the customer profile. The application reads and interprets the customer profile, and inserts information specific to that customer into a particular location during call processing. Thus, it is described that data can be driven and services can be provided to many different customers without developing a separate application program for each customer (see Patent Document 2).
[0005]
[Patent Document 1]
Japanese Patent Application Laid-Open No. 2002-183371
[Patent Document 2]
JP 2002-514372 A
[Problems to be solved by the invention]
However, in the above-mentioned conventional questionnaire method, it takes a lot of trouble and cost, and the response rate is low. In addition, it often takes a long time since the dialogue with the operator at the time of answering, so that accurate survey is difficult. Further, the inventions described in Patent Documents 1 and 2 cannot conduct a questionnaire for asking an impression of a call center operator.
[0008]
Therefore, an object of the present invention is to provide a survey system using a voice response that can reduce labor and cost conventionally required and obtain higher-quality survey results.
[0009]
[Means for Solving the Problems]
In order to solve the above-mentioned problem, the present invention is an operator responding to a telephone call from a customer in a predetermined company, and a system for conducting a questionnaire survey on the company. A questionnaire target selecting means for selecting a questionnaire target to be selected according to predetermined selection conditions, and a customer who has made a call with the operator selected by the questionnaire target selecting means, after the end of the call with the operator, an automatic voice response An automatic questionnaire conducting means for conducting a questionnaire by the device (claim 1).
[0010]
According to this, a questionnaire asking about an impression of an operator or a company can be automatically collected from a customer who has interacted with the operator, so that the trouble of telephone surveys and street surveys as in the past has been required. And cost can be reduced. In addition, since the customer (respondent) receives the questionnaire immediately after the dialogue with the operator, it is expected that the answer faithfully reflects the impression of the dialogue. Further, by performing the questionnaire with the automatic voice response device, it is easy to hear the real intention of the customer. Furthermore, since an operator to be a questionnaire target is selected according to a predetermined selection condition, highly usable data can be efficiently collected.
[0011]
Further, in-company information for extracting desired information from an in-company database holding information on at least one of past customers, products or services, business plans of companies, and environments in a call center where the operator works. It is preferable that an extraction unit is provided, and the questionnaire target selection unit determines the selection condition based on the information extracted by the in-company information extraction unit (claim 2).
[0012]
As described above, by using information on customers, commodities, and the like owned by the company to determine the selection conditions, a system can be efficiently constructed.
[0013]
In addition, the selection condition may be a response to a specific customer (for example, a customer with a high transaction frequency, a customer belonging to a predetermined age group, etc.) (claim 3), a specific product or business (for example, (Claim 4), or whether it meets a specific condition in the call center (for example, whether the work group to which the operator being handled belongs is a predetermined group, etc.) (Claim 5). ), Whether the response time is in a specific time zone (for example, midnight, etc.) (Claim 6) is a preferable example, and a selection condition setting means that can be arbitrarily set and changed by an artificial operation is provided. It is also preferable to provide (claim 7).
[0014]
In addition, it is desirable that the operator selected as the questionnaire target be provided with a questionnaire execution notifying means for notifying that the questionnaire is to be executed after the end of the call during the call of the operator (claim 8).
[0015]
As a result, the operator selected as the subject of the questionnaire can request the customer to cooperate in the questionnaire immediately before the call with the customer ends.
[0016]
Further, in the configuration according to claim 8, the questionnaire implementation notifying means, after a predetermined time has elapsed from the start of the call between the operator selected as the questionnaire target and the customer, information processing used by the operator. It is desirable to display information indicating that the questionnaire is to be performed on a terminal (claim 9).
[0017]
As a result, it is possible to prevent the questioning of the questionnaire from the operator during the response.
[0018]
A survey result storage unit for storing a survey result obtained by the questionnaire; a survey result management unit for allowing the survey result stored in the survey result storage unit to be viewed and processed by a predetermined monitoring information processing terminal; It is preferable that the survey result storage means includes a reply information database that stores reply information obtained by directly collecting a reply from the customer, and a reply information database that stores the reply information. An evaluation information database that is created based on the operator and that is automatically created according to a predetermined algorithm and stores operator evaluation information including an evaluation of the operator, wherein the survey result management means includes the answer information database and the evaluation View information stored in at least one of the information databases with a web browser It is configured to include a WEB server that the fine machining possible is desirable (claim 11).
[0019]
According to this, the operator evaluation information is created based on the answer information stored in the answer information database, and the operator evaluation information is stored in the operator evaluation information database. The presence of the survey result management means makes it easier for a company manager or the like to browse and process the answer information and the operator evaluation information, and can be effectively used for guidance to a call center and the like. In addition, by making it possible to browse and process these survey results by using a web browser, if an information processing apparatus having a web function is used, the survey results can be browsed without selecting a place or time.
[0020]
Further, the automatic questionnaire conducting means includes a tone signal reading means for determining a response to the questionnaire based on a tone signal generated by an operation of a telephone by a respondent of the questionnaire (claim 12); It is desirable to include a speech-to-text conversion means for converting speech into text (claim 13).
[0021]
BEST MODE FOR CARRYING OUT THE INVENTION
Hereinafter, embodiments of the present invention will be described with reference to the accompanying drawings. In a survey system 1 shown in FIG. 1, a plurality of operators 3, 3,... Who respond to orders, inquiries, complaints, and the like from customers 2 by telephone in companies such as dealers, manufacturers, and service providers. It is related to a call center, and is used to conduct a questionnaire to the customer 2 regarding the impression of the operator 3 and the company, etc., and to contribute the obtained answer result to the improvement of the call center and the like.
[0022]
The survey system 1 includes a customer telephone 5, a public switched telephone network (PSTN) 6, a questionnaire target selecting means 7, an automatic questionnaire conducting means 8, a survey result storing means 9, a survey result managing means 10, a company information extracting means. 11, questionnaire implementation notification means 12, selection condition setting means 13, operator telephone 15, operator personal computer (operator PC) 16, company database (company DB) 17, CTI server 18, automatic telephone transfer device ( PBX, ACD) 19 and the like.
[0023]
The customer's telephone 5 and the operator's telephone 15 are connected via the PSTN 6, and the telephone from the customer 2 is most suitable for the operator from the customer by the PBX and ACD 19 in the company-owned CTI (Computer Telephony Integration) 20 that the company has in advance. 3 to the telephone 15. The company-owned CTI 20 integrates a plurality of operator telephones 15 into a computer system including an in-company DB 17, a CTI server 18, an operator's PC 16, etc., and responds to customers while appropriately using information on customers, products, and the like. Is what makes it possible. The in-company DB 17 stores customer information 30, such as telephone numbers, addresses, names, ages, purchase histories, etc. concerning customers who have a relationship with the past, information 31 on products and operations, and information on business plans, such as corporate campaign plans. 32, information 33 relating to work grouping in the call center, and other information.
[0024]
The questionnaire target selection means 7, the automatic questionnaire implementation means 8, the survey result storage means 9, the survey result management means 10, the in-company information extraction means 11, the survey implementation notification means 12, the selection condition setting means 13, and the subordinates The components are configured by a combination of a predetermined server computer or personal computer, a software application operated by a predetermined program, a ROM, a RAM, and the like.
[0025]
The questionnaire target selecting means 7 selects a person to be subjected to a questionnaire from the plurality of operators 3 according to a preset selection condition 22.
[0026]
The questionnaire conducting means 8 includes an automatic voice response device (IVR) 25, a tone signal reading means 26, and a voice / text converting means 27, and communicates with the operator 3 selected by the questionnaire target selecting means 7. After the call with the operator 3 is completed, a questionnaire is conducted by the IVR 25, the tone signal reading means 26, and the voice / text converting means 27 to the customer 2.
[0027]
The survey result storage means 9 stores the survey results of the questionnaire conducted by the questionnaire conducting means 8, and stores answer information obtained by directly collecting answers from the customers (respondents) 2. The system includes an answer information database 34 and an evaluation information database 35 which is automatically created based on the answer information according to an artificial or predetermined algorithm and stores evaluation information including an evaluation of the operator 3.
[0028]
The survey result management means 10 enables browsing and processing of the survey results stored in the survey result storage means 9. In the present embodiment, the predetermined monitoring information processing device 36 and the web server 37 are used. The monitoring information processing device 36 allows the administrator to view and edit the information via a web browser.
[0029]
The in-company information extraction means 11 transmits information in the system of the CTI 20 to another mechanism in cooperation with the CTI server 18, and transmits information from the other mechanism to the CTI 20.
[0030]
The questionnaire execution notifying means 12 informs the operator 3 selected as a questionnaire target that the questionnaire will be executed after the call is completed. In the present embodiment, the predetermined information is displayed on the screen of the operator PC 16. And outputs a signal for displaying the information.
[0031]
The selection condition setting means 13 includes a predetermined information processing terminal and the like. The selection condition 22 of the questionnaire target selection means 7 and the response (question) script 29 of the IVR 25 of the automatic questionnaire implementation means 8 are provided. Can be appropriately changed by an artificial operation.
[0032]
The questionnaire target selecting means 7 relates to the information in the CTI 20 via the in-company information extracting means 11, that is, which operator 3 is receiving the telephone call, what kind of person is the customer 2 of the other party, and what kind of product. Information such as when talking or when talking is taken, and the like are taken in, and the information is compared with a preset selection condition 22 to determine whether the operator 3 who is talking is a questionnaire target. Is determined, and this determination signal is transmitted to the questionnaire implementation notifying means 12. As shown in FIG. 2, the selection conditions 22 include: (1) random selection, (2) customer conditions such as high and low transaction frequency, target age, and (3) temporal conditions such as a survey period and a response time zone. Conditions, (4) predetermined product / business conditions such as a predetermined brand and campaign, and (5) call center conditions such as a work group to which the operator 3 belongs, etc. The questionnaire target selection means 7 is an operator that satisfies these conditions. 3 is determined as the subject of the questionnaire.
[0033]
Then, as shown in FIG. 3, the questionnaire target selecting means 7 which has determined the questionnaire target transmits a predetermined signal (target person specifying signal) to the questionnaire execution notifying means 12 and Transmits a predetermined signal (alert signal) to the information processing device 16 used by the questionnaire subject, and displays predetermined information on the screen.
[0034]
In FIG. 4, the flow of the chronological work realized in the survey system 1 having the above configuration will be described. First, when a call between the operator 3 and the customer 2 is started in steps 100 and 101, the survey system 1 determines in step 102 whether or not this operator 3 is a questionnaire target. If it is determined in step 102 that the operator 3 is not the subject of the questionnaire, this routine is terminated in step 103, while if it is determined that the operator 3 is the subject of the questionnaire, It is determined whether or not a predetermined time Ts has elapsed since the start of.
[0035]
If it is determined in step 104 that the predetermined time Ts has not elapsed, the process returns to step 104 again. If it is determined that the predetermined time Ts has elapsed, in step 105, the operator 3 Display an alert on your PC.
[0036]
Next, in step 106, the operator 3 informs the customer 2 that he / she wants to cooperate with the questionnaire after the call, and confirms his / her intention. If the customer 2 indicates that he or she does not want to cooperate with the questionnaire in step 107, this routine ends. Click on a predetermined switch button provided above.
[0037]
Then, in steps 110 and 111, the survey system 1 starts the questionnaire by the IVR, and the customer (respondent) 2 responds by operating the push button of the telephone or by voice. When the questionnaire is completed in step 112, the result of the questionnaire is stored in the database in step 113.
[0038]
According to the above-described survey system 1 according to the present embodiment, as shown in FIG. 5, the answer to the questionnaire from the customer 2 is stored in the answer information DB 34 via the PSTN 6, the IVR 25, and the like. Then, the manager 51 in the company refers to and analyzes the response information stored in the response information DB 34, processes the response information into information obtained by giving a predetermined evaluation to the target operator 3, and stores the information in the evaluation information DB 35. I do. In the present embodiment, the information stored in the answer information DB 34 and the evaluation information DB 35 can be browsed through the web browser 50. Therefore, if a communication terminal having a web function is used, the information described above can be used anytime and anywhere. You can browse information. Then, the manager 51 can send an appropriate instruction to the site manager of the call center 52 based on the answer information and the evaluation information.
[0039]
【The invention's effect】
As described above, according to the present invention, a questionnaire to an operator or a company can be automatically collected from the customer himself or herself who interacted with this operator. Labor, cost, etc. can be reduced. In addition, since the customer (respondent) receives the questionnaire immediately after the dialogue with the operator, it is expected that the answer faithfully reflects the impression of the dialogue. Further, by performing the questionnaire with the automatic voice response device, it is easy to hear the real intention of the customer. Furthermore, since an operator to be a questionnaire subject is selected according to a predetermined selection condition, highly usable data can be efficiently collected.
[Brief description of the drawings]
FIG. 1 is a diagram showing a configuration of a survey system according to an embodiment of the present invention.
FIG. 2 is a diagram for explaining an operation of a questionnaire target selecting means in the present embodiment.
FIG. 3 is a diagram for explaining a flow of operation among a questionnaire target selecting means, a questionnaire implementation notifying means, and an operator PC according to the present embodiment.
FIG. 4 is a flowchart showing the operation performed in the investigation system of the present embodiment over time.
FIG. 5 is a diagram for explaining an operation implemented in the investigation system according to the present embodiment;
[Explanation of symbols]
DESCRIPTION OF SYMBOLS 1 Survey system 2 Customer 3 Operator 5 Customer telephone 6 Public switched telephone network 7 Questionnaire target selecting means 8 Automatic questionnaire implementation means 9 Survey result storage means 10 Survey result management means 11 In-company information extraction means 12 Questionnaire implementation notification means 13 Selection Condition setting means 15 Operator telephone 16 Operator personal computer (PC)
17 Corporate Database (DB)
20 company owned CTI
25 Interactive Voice Response Device (IVR)
26 tone signal reader 27 voice / text converter 34 answer information database (DB)
35 Evaluation Information Database (DB)
36 monitoring information processing device 37 web server

Claims (13)

A system for conducting a questionnaire survey on an operator responding to a call from a customer in a given company or the company,
A questionnaire target selecting means for selecting a questionnaire target to be subjected to a questionnaire from a plurality of the operators according to a predetermined selection condition;
Automatic questionnaire execution means for executing a questionnaire by an automatic voice response device for a customer who has made a call with the operator selected by the questionnaire target selection means, after the communication with the operator is completed. Investigation system using the characteristic voice response. In-company information extracting means for extracting desired information from an in-company database having information on at least one of past customers, products or services, a business plan of the company, and an environment in a call center where the operator works. Has,
2. The survey system according to claim 1, wherein the questionnaire target selecting means determines the selection condition based on information extracted by the in-company information extracting means. 3. The survey system using voice response according to claim 2, wherein said questionnaire target selecting means sets an operator who is responding to a specific customer as the questionnaire target. 3. The survey system using a voice response according to claim 2, wherein the questionnaire target selecting means sets an operator who handles a specific product or business as the questionnaire target. 3. The survey system using voice response according to claim 2, wherein said questionnaire target selecting means sets an operator who meets a specific condition in said call center as said questionnaire target. 3. The survey system using voice response according to claim 2, wherein said questionnaire target selecting means sets an operator who is in response to a specific time zone as the questionnaire target. 3. The survey system using a voice response according to claim 1, further comprising a selection condition setting unit configured to allow the selection condition to be arbitrarily set and changed by an artificial operation. 8. A questionnaire execution notifying means for informing the operator selected as the questionnaire target that the questionnaire is to be executed after the end of a call during the call of the operator. A survey system using the voice response described in (1). The questionnaire implementation notifying means includes information indicating that the questionnaire is implemented on an information processing terminal used by the operator after a predetermined time has elapsed from the start of a call between the operator selected as the questionnaire target and the customer. 9. A survey system using voice response according to claim 8, wherein is displayed. A survey result storage means for storing a survey result obtained by the questionnaire,
10. A survey result management unit that enables a survey result stored in the survey result storage unit to be viewed and processed by a predetermined monitoring information processing terminal. Survey system using voice response. The survey result storage means includes an answer information database storing answer information obtained by collecting answers from the customer in a direct format, and the operator automatically or artificially created based on the answer information according to a predetermined algorithm. Having an evaluation information database storing operator evaluation information including the evaluation of
The survey result management means is configured to include a WEB server that enables information stored in at least one of the answer information database and the evaluation information database to be viewed and processed by a WEB browser. 10. A survey system using the voice response described in 10. 12. The automatic questionnaire implementation unit according to claim 1, further comprising a tone signal reading unit configured to determine a response to the questionnaire based on a tone signal generated by an operation of a telephone by a respondent of the questionnaire. An investigation system using the voice response according to any one of the above. 13. The voice response according to claim 1, wherein the automatic questionnaire implementation means includes a voice-to-text conversion means for converting the voice of the respondent of the questionnaire into text. Survey system.

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