JP7211161B2 - Processing device, processing method and program - Google Patents

Description

The present invention relates to a processing device, processing method and program.

Patent Documents 1 and 2 disclose techniques for determining a speaker's cognitive function level based on voice data.

JP 2011-255106 A JP 2017-148431 A

Operators who deal with customers over the phone are also required to deal with customers with reduced levels of cognitive function. An object of the present invention is to provide a technique for assisting the work of such an operator.

According to the invention,
customer identification information acquisition means for acquiring customer identification information identifying a customer who is the other party of the call of the operator;
registration means for associating the customer identification information with a determination result of the cognitive function level determined based on the voice data of the customer and registering it in determination result history information;
In the determination result history information, when the past determination result associated with the customer identification information is registered, determination to determine the cognitive function level of the customer based on the past determination result and the current determination result means and
Notification for notifying the operator of the determination result by the determining means when the past determination result is registered, and notifying the operator of the current determination result when the past determination result is not registered. means and
A processing apparatus is provided having:

Moreover, according to the present invention,
the computer
a customer identification information obtaining step of obtaining customer identification information identifying the customer who is the other party of the call by the operator;
a registration step of associating the customer identification information with the determination result of the cognitive function level determined based on the customer's voice data and registering it in the determination result history information;
In the determination result history information, when the past determination result associated with the customer identification information is registered, determination to determine the cognitive function level of the customer based on the past determination result and the current determination result process and
When the past judgment result is registered, the decision result in the decision step is notified to the operator, and when the past judgment result is not registered, the operator is notified of the current judgment result. a notification process;
A processing method is provided for performing

Moreover, according to the present invention,
the computer,
customer identification information acquisition means for acquiring customer identification information identifying a customer who is the other party of the call of the operator;
registration means for associating the customer identification information with a determination result of the cognitive function level determined based on the voice data of the customer and registering it in determination result history information;
In the determination result history information, when the past determination result associated with the customer identification information is registered, determination to determine the cognitive function level of the customer based on the past determination result and the current determination result means,
Notification for notifying the operator of the determination result by the determining means when the past determination result is registered, and notifying the operator of the current determination result when the past determination result is not registered. means,
A program is provided to act as a

According to the present invention, it is possible to implement a technique for assisting the work of an operator who is required to respond to customers over the phone and to respond to customers whose cognitive function level has decreased.

1 is an example of a functional block diagram of a call system according to an embodiment; FIG. It is an example of the functional block diagram of the processing apparatus of this embodiment. It is a figure which shows typically an example of the information which the processing apparatus of this embodiment processes. It is a figure which shows typically an example of the information which the processing apparatus of this embodiment processes. It is a figure which shows typically an example of the information which the processing apparatus of this embodiment processes. It is a sequence diagram showing an example of the flow of processing of the call system of the present embodiment. It is a sequence diagram showing an example of the flow of processing of the call system of the present embodiment. It is a figure which shows an example of the hardware constitutions of the processing apparatus of this embodiment, and an operator terminal. It is an example of the functional block diagram of the processing apparatus of this embodiment. It is a flow chart which shows an example of the flow of processing of a processor of this embodiment. It is an example of the functional block diagram of the processing apparatus of this embodiment. It is a figure which shows typically an example of the information which the processing apparatus of this embodiment processes. It is a flow chart which shows an example of the flow of processing of a processor of this embodiment.

<First embodiment>
First, the premises and outline of the call system of the present embodiment will be described. Call systems are used by business operators who meet the following conditions.

- Requires customer service over the phone.
・Disclosure of each customer's information to others is restricted.
- Each customer's information can be disclosed to registrants (family members, etc.) who are registered in advance in association with each customer.

Examples of such business operators include, but are not limited to, insurance companies and the like.

The call system determines the cognitive function level of the customer based on the customer's voice information obtained while the operator is talking to the customer. Then, the communication system notifies the operator of the determination result. The "cognitive function level" described in this specification is an index indicating the level of intellectual functions such as comprehension, judgment, logic, etc. objectively determined based on the customer's voice information.

In addition, if the judgment result is "the level of cognitive function is below the reference level", the call system will confirm that the other party has changed to the registrant based on the voice information of the other party acquired while the operator is talking. Execute the process to detect The call system then notifies the operator of the detection result.

Based on the information provided by the call system, the operator can perceive the cognitive level of the customer during the call. If the other party is determined to have a "cognitive function level lower than the reference level", the operator requests a pre-registered registrant to take over. Then, the operator can recognize that the other party of the call has changed to the registrant based on the information obtained from the call system. Therefore, the operator can reduce the effort required to determine the customer's cognitive function level by himself and the effort required to confirm whether or not the new calling party is the customer's registrant.

Next, using the functional block diagram of FIG. 1, an overview of the communication system will be described. As shown in FIG. 1, the call system has a processing device 10 and an operator terminal 20 . Although the number of operator terminals 20 is plural in the illustrated example, the number of operator terminals 20 may be one.

The operator terminal 20 is a terminal operated by an operator, and includes a "call function", a "communication function for wired and/or wireless communication with the processing device 10", and an input device such as a keyboard, mouse, touch panel, microphone, and physical button. and an output function for outputting information to the operator via an output device such as a display, speaker, or projection device. For example, the operator terminal 20 may be a general-purpose device such as a PC (personal computer), a smart phone, a tablet terminal, etc. in which a predetermined program is installed, or may be a dedicated device designed for a communication system. may

FIG. 2 shows an example of a functional block diagram of the processing device 10. As shown in FIG. As illustrated, the processing device 10 includes a communication unit 11, a customer identification information acquisition unit 12, a cognitive function level determination unit 13, a detection unit 14, a notification unit 15, and a storage unit . Note that the processing device 10 may not have the storage unit 18 . In this case, an external device communicably connected to the processing device 10 includes the storage unit 18 .

The communication unit 11 communicates with the operator terminal 20 and acquires various information from the operator terminal 20 . Also, the communication unit 11 communicates with the operator terminal 20 and transmits various information to the operator terminal 20 .

In this specification, "acquisition" means "acquisition of data stored in another device or storage medium by one's own device based on user input or program instructions (active acquisition)", for example, receiving by requesting or querying other devices, accessing and reading other devices or storage media, etc., and based on user input or program instructions, " Inputting data output from other devices to one's own device (passive acquisition), for example, receiving data distributed (or transmitted, push notification, etc.), and received data or information Selecting and acquiring from among, and "editing data (text conversion, rearranging data, extracting some data, changing file format, etc.) to generate new data, and/or "obtaining data".

The customer identification information acquisition unit 12 acquires customer identification information that identifies the customer who is the other party of the call of the operator. Customer identification information includes a character string (identification information) such as a customer number assigned to each customer by the business operator using the call system, and personal information for identifying each customer (name, date of birth, address, telephone number, etc.). It is a concept including one or a combination of numbers, etc.).

Here, an example of a means by which the customer identification information acquisition unit 12 acquires customer identification information will be described. As a premise, the storage unit 18 may store customer voice information in which customer identification information and voice information of each customer are associated as shown in FIG. In the drawing, a customer number is shown as an example of customer identification information. The voice information may be voice data in which the voice of each customer is recorded, feature amounts extracted from the voice data, or data indicating the voiceprint of each customer. Further, the storage unit 18 may store customer information as shown in FIG. The illustrated customer information is information that associates a character string (identification information) such as a customer number assigned to each customer by the operator using the call system with personal information for identifying each customer.

For example, the customer identification information acquisition unit 12 collates the voice information of the caller acquired from the operator terminal 20 via the communication unit 11 with the voice information (see FIG. 3) stored in the storage unit 18, and The customer identification information associated with the voice information of the caller acquired from the terminal 20 is acquired. As another example, the operator terminal 20 may accept input of customer identification information from the operator. The customer identification information acquisition unit 12 may acquire the input customer identification information from the operator terminal 20 via the communication unit 11 . The customer identification information acquisition unit 12 uses the customer information shown in FIG. 4 to mutually convert a character string (identification information) such as a customer number and personal information for identifying each customer. good too.

Cognitive function level determination unit 13 determines the customer's cognitive function level based on the customer's (caller's) voice information (audio data in which the voice of each customer is recorded) acquired from operator terminal 20 via communication unit 11. . Techniques for determining a customer's cognitive function level based on voice information are widely known, so description thereof will be omitted here.

When the determination result by the cognitive function level determination unit 13 is "the cognitive function level is equal to or lower than the reference level", the detection unit 14 registers in advance the operator's call partner in association with the customer based on the voice information of the operator's call partner. Executes processing to detect that the registered registrant has been replaced. In addition, when the determination result by the cognitive function level determination unit 13 is not "the cognitive function level is equal to or lower than the reference level", the detection unit 14 does not execute the detection process.

Here, an example of means for realizing the above detection by the detection unit 14 will be described. For example, the storage unit 18 stores registrant information in which customer identification information (customer number, etc.) shown in FIG. 5 is associated with customer identification information (customer number, etc.) of each registrant of each customer. Further, voice information of registrants is also registered in the customer voice information as shown in FIG. 3 stored in the storage unit 18 .

Then, the detection unit 14 acquires the customer identification information of the registrant associated with the customer identification information of the customer acquired by the customer identification information acquisition unit 12 by referring to the registrant information as shown in FIG. Next, the detection unit 14 refers to the customer voice information as shown in FIG. 3 and acquires the voice information associated with the acquired customer identification information of the registrant. Then, the detection unit 14 performs collation processing based on the voice information of the other party acquired from the operator terminal 20 via the communication unit 11 and the voice information of the registrant acquired from the customer voice information as shown in FIG. do. If the matching result is a match, the detection unit 14 determines that the operator's call partner has changed to a registrant previously registered in association with the customer. On the other hand, if the collation result is a mismatch, the detection unit 14 determines that the operator's call partner has not replaced the registrant previously registered in association with the customer.

Returning to FIG. 2, the notification unit 15 notifies the operator of various information by transmitting various information to the operator terminal 20 via the communication unit 11 and causing the operator terminal 20 to output the information.

The first notification unit 15-1 notifies the operator of the determination result by the cognitive function level determination unit 13 and the detection result by the detection unit 14. FIG. For example, the first notification unit 15-1 notifies the operator of the determination result of the cognitive function level of the operator's call partner. As another example, the first notification unit 15-1 notifies the operator that the other party of the operator's call has changed to a registrant previously registered in association with the customer. As another example, the first notification unit 15-1 notifies the operator that the other party of the operator's call has not replaced the registrant previously registered in association with the customer. As another example, when the detection unit 14 detects that the operator's call partner has changed to a registrant previously registered in association with the customer, the first notification unit 15-1 sends customer information to the operator. Notify the operator that it may be disclosed to the other party.

Next, an example of the processing flow of the call system will be described using the sequence diagram of FIG.

First, when the operator terminal 20 starts a call (S101), the operator terminal 20 transmits the voice information of the customer who is the other party of the call to the processing device 10 (S102). The communication unit 11 of the processing device 10 acquires the voice information transmitted by the operator terminal 20 . For example, the operator terminal 20 may transmit to the processing device 10 the voice data of the customer recorded during the call for a predetermined period of time, or may transmit the feature amount extracted from the voice data to the processing device 10. Then, data indicating the voiceprint of each customer may be transmitted to the processing device 10 .

Next, the customer identification information acquisition unit 12 of the processing device 10 performs verification processing based on the voice information acquired by the communication unit 11 and the customer voice information (see FIG. 3) stored in advance in the storage unit 18, and the like. A process for identifying the customer who is the other party of the call is performed (S103). "Processing to identify a customer" is synonymous with "processing to identify and acquire customer identification information of the customer". The first notification unit 15-1 of the processing device 10 transmits the customer identification information acquired in S103 (identification result of S103) to the operator terminal 20 (S104). Then, the operator terminal 20 outputs the received identification result to the operator (S105).

In addition, in S103, if the customer cannot be identified by the voice information (for example, if the customer's voice information is not registered in the customer voice information, or if the voice information contains noise and cannot be specified with sufficient accuracy) etc.), the customer identification information acquisition unit 12 may identify the customer based on other information acquired from the operator terminal 20 . For example, the customer identification information acquisition unit 12 may acquire, as customer identification information, the telephone number of the other party of the call, and the customer's name, date of birth, address, etc. input to the operator terminal 20 by the operator. Further, the customer identification information acquisition unit 12 may acquire a character string (identification information) such as a customer number based on the personal information acquired from the operator terminal 20 and customer information as shown in FIG. .

Further, the cognitive function level determination unit 13 of the processing device 10 determines the customer's cognitive function level based on the voice information acquired by the communication unit 11 (the customer's voice data for a predetermined time recorded during the call) (S106). . Then, the first notification unit 15-1 of the processing device 10 transmits the determination result of S106 to the operator terminal 20 (S107). The determination result is, for example, "the cognitive function level is below the reference level" or "the cognitive function level is above the reference level". Then, the operator terminal 20 outputs the received judgment result to the operator (S108).

If the determination result is "the cognitive function level is equal to or lower than the reference level", the operator asks the customer during the call to have a registrant pre-registered in association with the customer take over the call.

Also, the determination result is "the cognitive function level is below the reference level" (Yes in S109), and in the registrant information as shown in FIG. 5, the registrant is registered in association with the customer specified in S103 If yes (Yes in S110), the detection unit 14 of the processing device 10 starts processing for detecting that the operator's calling party has changed to the registrant based on the voice information (voice data of the calling party) (S111). . In this manner, the detection unit 14 can start the detection process after the first notification unit 15-1 notifies the determination result.

In the detection process, the detection unit 14 first refers to the registrant information as shown in FIG. Get information. Next, the detection unit 14 refers to the customer voice information as shown in FIG. 3 and acquires the voice information associated with the acquired customer identification information of the registrant. Then, the detection unit 14 performs collation processing based on the voice information of the other party acquired from the operator terminal 20 via the communication unit 11 and the voice information of the registrant acquired from the customer voice information as shown in FIG. . If the matching result is a match, the detection unit 14 determines that the operator's call partner has changed to a registrant previously registered in association with the customer. On the other hand, if the collation result is a mismatch, the detection unit 14 determines that the operator's call partner has not replaced the registrant previously registered in association with the customer.

Then, the first notification unit 15-1 transmits the detection result by the detection unit 14 to the operator terminal 20. FIG. The operator terminal 20 outputs the received detection result to the operator (S113). The detection result is, for example, "the other party is a registrant" or "the other party is not a registrant".

Note that the detection unit 14 may continue the process of detecting that the other party of the call has changed to the registrant until the call ends. That is, the process of collating the voice information of the other party of the operator and the voice information of the registrant may be repeated. Then, the first notification unit 15-1 may repeatedly transmit the detection result by the detection unit 14 to the operator terminal 20, and the operator terminal 20 may continue to output the detection result.

Note that the communication unit 11 may continue to acquire voice information from the operator terminal 20 during a call. Alternatively, the communication unit 11 may temporarily stop acquiring the voice information after acquiring the voice information in S102. Then, the communication unit 11 restarts the processing of acquiring voice information from the operator terminal 20 in response to the detection unit 14 starting the process of detecting that the other party of the call has changed to the registrant in S111, and detects The process of acquiring the voice information from the operator terminal 20 may be continued while the part 14 continues the process of detecting that the other party of the call has changed to the registrant.

On the other hand, if the determination result is not "the cognitive function level is below the reference level" (No in S109), the registrant is registered in association with the customer identified in S103 in the registrant information as shown in FIG. If not (No in S110), the detection unit 14 of the processing device 10 does not execute the detection process.

When the call ends (S114), the operator terminal 20 notifies the processing device 10 to that effect (S115). Then, the processing device 10 ends the processing.

Next, another example of the processing flow of the call system will be described using the sequence diagram of FIG. The processing flow shown in FIG. 7 differs from the processing flow shown in FIG. 6 in the following points. Other configurations are the same as the flow of processing shown in FIG.

(Difference 1) "Includes a process (S212) in which the operator terminal 20 receives an operator input indicating that the other party has changed (S211) and notifies the processor 10 to that effect."

If the determination result received in S207 is "the cognitive function level is equal to or lower than the reference level", the operator terminal 20 may thereafter start accepting operator input indicating that the other party has changed. That is, the operator terminal 20 does not have to accept the operator's input at other timings. Note that the operator terminal 20 may accept the operator's input throughout the call.

(Difference 2) "The determination result in S206 is 'the cognitive function level is below the reference level' (Yes in S209), and in the registrant information as shown in FIG. If the registrant is registered (Yes in S210), the detection unit 14 of the processing device 10 starts the process of detecting that the operator's calling party has changed to the registrant in response to the operator's input (S212). , the process proceeds to S213). "

That is, after the first notification unit 15-1 notifies the determination result, the detection unit 14 starts the detection process according to the operator's input.

Next, an example of hardware configuration of the processing device 10 and the operator terminal 20 will be described. Each functional unit provided in the processing device 10 and the operator terminal 20 includes a CPU (Central Processing Unit) of any computer, a memory, a program loaded into the memory, a storage unit such as a hard disk storing the program (the device is shipped in advance). In addition to programs stored from the beginning, it can also store programs downloaded from storage media such as CDs (Compact Discs) and servers on the Internet), network connection interfaces, and other hardware and software options. is realized by a combination of It should be understood by those skilled in the art that there are various modifications to the implementation method and apparatus.

FIG. 8 is a block diagram illustrating the hardware configuration of each of the processing device 10 and the operator terminal 20. As shown in FIG. As shown in FIG. 8, each of the processing device 10 and the operator terminal 20 has a processor 1A, a memory 2A, an input/output interface 3A, a peripheral circuit 4A and a bus 5A. The peripheral circuit 4A includes various modules. The processing device 10 and/or the operator terminal 20 may not have the peripheral circuit 4A. The processing device 10 and/or the operator terminal 20 may be composed of a plurality of physically and/or logically separated devices. In this case, each of the plurality of devices can have the above hardware configuration.

The bus 5A is a data transmission path for mutually transmitting and receiving data between the processor 1A, memory 2A, peripheral circuit 4A and input/output interface 3A. The processor 1A is, for example, an arithmetic processing device such as a CPU or a GPU (Graphics Processing Unit). The memory 2A is, for example, a RAM (Random Access Memory) or a ROM (Read Only Memory). The input/output interface 3A includes an interface for acquiring information from an input device, an external device, an external server, an external sensor, a camera, etc., an interface for outputting information to an output device, an external device, an external server, etc. . Input devices are, for example, keyboards, mice, microphones, physical buttons, touch panels, and the like. The output device is, for example, a display, speaker, printer, mailer, or the like. The processor 1A can issue commands to each module and perform calculations based on the calculation results thereof.

Next, the effects of the communication system of this embodiment will be described.

The call system determines the cognitive function level of the customer based on the customer's voice information obtained while the operator is talking to the customer. Then, the communication system notifies the operator of the determination result.

In addition, if the judgment result is "the level of cognitive function is below the reference level", the call system will confirm that the other party has changed to the registrant based on the voice information of the other party acquired while the operator is talking. to detect The call system then notifies the operator of the detection result.

Based on the information provided by the call system, the operator can perceive the cognitive level of the customer during the call. Also, the operator can recognize that the other party of the call has changed to the registrant based on the information obtained from the call system. That is, the operator can recognize that the customer's information can be disclosed to the other party. Therefore, the operator can reduce the effort required to determine the customer's cognitive function level by himself and the effort required to confirm whether or not the new calling party is the customer's registrant.

In addition, when the call system detects that the operator's calling party has changed to a registrant who is associated with the customer and has been registered in advance, the call system notifies the operator that "the customer's information may be disclosed to the operator's calling party." can be notified. Therefore, for example, useful information can be provided to inexperienced operators who do not know that "customer information can be disclosed to registrants".

Further, as shown in the sequence diagrams of FIGS. 6 and 7, when the determination result of the cognitive function level is "the cognitive function level is equal to or lower than the reference level", the communication system notifies the operator terminal 20 of the determination result. , a process can be initiated to detect that the operator's caller has replaced a registrant pre-registered in association with the customer. In this case, since it is possible to avoid performing the detection process at unnecessary timing, the processing load on the processing device 10 can be reduced.

Further, as shown in the sequence diagram of FIG. 7, when the determination result of the cognitive function level is "the cognitive function level is equal to or lower than the reference level", the communication system notifies the operator terminal 20 of the determination result, and After the operator enters "caller changed", a process can be initiated to detect that the operator's caller has changed to a registrant pre-registered in association with the customer. In this case, since it is possible to avoid performing the detection process at unnecessary timing, the processing load on the processing device 10 can be reduced.

In addition, in the detection process, "who the operator is talking to" is not specified, but "that the operator's calling party has changed to a registrant previously registered in association with the customer" is detected. Therefore, the voice information to be collated with the voice information of the caller of the operator in the detection process can be narrowed down to the voice information of the registrant associated with the customer. Since the objects to be compared can be narrowed down, the processing load on the processing device 10 can be reduced.

Here, a modification of the communication system of this embodiment will be described. When the result of judging the cognitive function level of the customer is "the cognitive function level is equal to or lower than the reference level", the cognitive function level determination unit 13 stores the customer identification information acquired by the customer identification information acquisition unit 12 and the storage unit 18. Based on the registered registrant information (see FIG. 5), it may be determined whether or not the registrant is registered in association with the customer. Then, the first notification unit 15-1 may notify the operator of the determination result as to whether or not the registrant is registered in association with the customer. For example, in S108 of FIG. 6 and S208 of FIG. 7, the operator terminal 20 may output the determination result of whether or not the registrant is registered in association with the customer together with the determination result of the cognitive function level. In this way, the operator can easily grasp whether it is appropriate to ask the registrant to take over the call from the customer who is on the phone. If you ask a registrant to take over for you when the registrant is not registered, the customer may not understand the content of your request and may become confused.

<Second embodiment>
The communication system of this embodiment differs from the first embodiment in that it has a function of storing the voice information of the customer who has made a call in the customer voice information (see FIG. 3) of the storage unit 18 . A “customer” is a concept that includes all persons who have called a business operator using the call system, and includes not only those who have a contractual relationship with the business operator, but also those who do not have a contractual relationship. include. Examples of those who are not in a contractual relationship include those who are currently in the process of signing a contract, related parties (family members, etc.) of customers who are in a contractual relationship, and new inquiries about the contract. Not limited.

The preconditions and overview of the call system, the overall picture of the call system, the functional configuration of the operator terminal 20, and an example of the hardware configuration of the processing device 10 and the operator terminal 20 are the same as in the first embodiment.

FIG. 9 shows an example of a functional block diagram of the processing device 10 of this embodiment. As illustrated, the processing device 10 includes a communication unit 11, a customer identification information acquisition unit 12, a cognitive function level determination unit 13, a detection unit 14, a notification unit 15, a storage unit 18, and a registration unit 19. have Note that the processing device 10 may not have the storage unit 18 . In this case, an external device communicably connected to the processing device 10 includes the storage unit 18 .

The configurations of the communication unit 11, the customer identification information acquisition unit 12, the cognitive function level determination unit 13, the detection unit 14, the notification unit 15, and the storage unit 18 are the same as those in the first embodiment.

The flowchart of FIG. 10 shows an example of the flow of processing executed by the registration unit 19 . As illustrated, the registration unit 19 acquires the customer identification information acquired by the customer identification information acquisition unit 12 and the voice information of the other party of the call of the operator acquired by the communication unit 11 (S301). Next, the registration unit 19 determines whether the acquired customer identification information is registered in the customer voice information (see FIG. 3) of the storage unit 18 . If not registered (No in S302), the registration unit 19 associates the customer identification information and voice information acquired in S301 and registers them in the customer voice information (see FIG. 3) of the storage unit 18 (S303). If registered (Yes in S302), the registration process in S303 is not executed.

An example of the processing flow of the communication system of this embodiment is the same as that of the first embodiment (see FIGS. 6 and 7).

According to the call system of the present embodiment described above, the same effects as those of the call system of the first embodiment can be realized. Further, according to the call system of the present embodiment, the voice information of the customer who has made a call can be stored in the customer voice information (see FIG. 3) of the storage unit 18 . As a result, the number of customers who can be identified by voice increases, and the operator's burden is reduced.

<Third Embodiment>
The call system of the present embodiment accumulates the determination results of the cognitive function level of the customer who has made a call, and when the second and subsequent calls are made, the cognitive function level is calculated based on the current determination result and the past determination result. is different from the first and second embodiments.

The preconditions and overview of the call system, the overall picture of the call system, the functional configuration of the operator terminal 20, and an example of the hardware configuration of the processing device 10 and the operator terminal 20 are the same as in the first and second embodiments.

FIG. 11 shows an example of a functional block diagram of the processing device 10 of this embodiment. As illustrated, the processing device 10 includes a communication unit 11, a customer identification information acquisition unit 12, a cognitive function level determination unit 13, a detection unit 14, a notification unit 15, a registration presence/absence determination unit 16, and a determination unit. 17 , a storage unit 18 , and a registration unit 19 . Note that the processing device 10 may not have the storage unit 18 . In this case, an external device communicably connected to the processing device 10 includes the storage unit 18 .

The configurations of the communication unit 11, the customer identification information acquisition unit 12, and the cognitive function level determination unit 13 are the same as those in the first and second embodiments.

The registration unit 19 associates the customer identification information acquired by the customer identification information acquisition unit 12 with the determination result by the cognitive function level determination unit 13 and registers them in determination result history information stored in the storage unit 18 . FIG. 12 schematically shows an example of determination result history information. Note that the registration unit 19 may or may not have the functions described in the second embodiment. The configuration of the storage unit 18 is the same as that of the first or second embodiment except that it stores determination result history information.

The registration presence/absence determination unit 16 refers to the determination result history information (see FIG. 12), and determines whether past determination results are registered in the determination result history information in association with the customer identification information acquired by the customer identification information acquisition unit 12. judge.

When past determination results are registered, the determination unit 17 determines the customer's cognitive function level based on the past determination result and the current determination result by the cognitive function level determination unit 13 .

An example of the determination process will now be described. For example, when the current determination result is "the cognitive function level is equal to or lower than the reference level", the determining unit 17 may refer to the most recent M determination results (M is an integer equal to or greater than 1) in the past. Then, when the determination results of the most recent M times (M is an integer equal to or greater than 1) in the past satisfy a predetermined condition, it may be determined that "the cognitive function level is equal to or lower than the reference level." Predetermined conditions include ``all M determination results are ``cognitive function level is below the reference level'''', ``a predetermined percentage or more of the M determination results are ``cognitive function level is below the reference level'', and the like. There are, but not limited to:

Similarly, when the current determination result is "the cognitive function level is higher than the reference level", the determination unit 17 may refer to the most recent M determination results (M is an integer equal to or greater than 1) in the past. Then, when the determination results of the most recent M times (M is an integer equal to or greater than 1) in the past satisfy a predetermined condition, it may be determined that "the cognitive function level is higher than the reference level." Predetermined conditions are ``all M judgment results are ``cognitive function level is higher than the reference level'', ``a predetermined percentage or more of the M judgment results are ``cognitive function level is higher than the reference level''''. etc., but not limited to these.

In addition, when the predetermined condition is not satisfied, the determination unit 17 may cause the cognitive function level determination unit 13 to further perform the determination of the customer's cognitive function level P times (P is 1 or more). The cognitive function level determination unit 13 may perform the determination P times based on the customer's voice data recorded at different timings. And the determination part 17 may determine a customer's cognitive function level based on the determination result of (P+1) times. For example, the determining unit 17 determines those who occupy a predetermined ratio (eg, 70% or more) (the cognitive function level is below the reference level, or the cognitive function level is above the reference level) as a result of the customer's cognitive function level. You may In addition, when none of them occupy the predetermined ratio, the determination unit 17 may determine the result that "cognitive function level is unknown". The result "cognitive function level unknown" may be treated as "cognitive function level below reference level" or "cognitive function level above reference level".

As another example, the determination unit 17 may define a score for each cognitive function level. Then, the determination unit 17 may calculate a total score based on the score of the current determination result and the score of the past determination result. Then, if the total score satisfies the numerical condition (eg, the reference value or more), the determining unit 17 determines that "the cognitive function level is below the reference level", and if the total score does not satisfy the numerical condition, the "cognitive function level is above the reference level”. There are various formulas for calculating the total score. multiplication), and the sum or average of them may be used as the total score.

The second notification unit 15-2 notifies the operator of the determination result based on the past determination result and the current determination result by the determination unit 17 when the past determination result is registered, and the past determination result is notified to the operator. If not registered, the operator is notified of the current determination result by the cognitive function level determination unit 13 . Other configurations of the notification unit 15 are the same as in the first and second embodiments.

When the result of determination by the determination unit 17 or the current determination result by the customer identification information acquisition unit 12 is "the cognitive function level is equal to or lower than the reference level", the detection unit 14 determines that the operator's call partner is registered in advance in association with the customer. perform processing to detect that a registrant has been The detection unit 14 can start the detection process after notification of the determination result or judgment result by the second notification unit 15-2. Note that the detection unit 14 may start the detection process in response to an input from the operator after the second notification unit 15-2 notifies the determination result or judgment result. Other configurations of the detection unit 14 are the same as in the first and second embodiments.

Next, an example of the processing flow of the communication system of this embodiment will be described. An example of the processing flow of the communication system of this embodiment is shown in FIG. 6 or 7, as in the first and second embodiments. 6 and S206 and S207 in FIG. 7 are different.

The flowchart of FIG. 13 shows an example of the processing flow of S106 and S107 of FIG. 6 or S206 and S207 of FIG.

First, the cognitive function level determination unit 13 determines the voice information acquired by the communication unit 11 from the operator terminal 20 after the start of the call in S101 (FIG. 6) or S201 (FIG. 7) (the voice information of the customer for a predetermined time recorded during the call). voice data), the customer's cognitive function level is determined (S401).

Next, the registration presence/absence determination unit 16 stores the customer identification information acquired by the customer identification information acquisition unit 12 in S103 (FIG. 6) or S203 (FIG. 7) in the determination result history information (see FIG. 12) stored in the storage unit 18. (S402).

If the past determination result is not registered (No in S402), the second notification unit 15-2 transmits the determination result of S401 to the operator terminal 20 (S403). On the other hand, if past determination results are registered (Yes in S402), the determination unit 17 determines the cognitive function level of the customer based on the past determination results and the current determination results (S404). Then, the second notification unit 15-2 transmits the determination result of S404 to the operator terminal 20 (S405). The transmission of information (determination result, decision result) to the operator terminal 20 in S403 and S405 corresponds to the processing of S107 in FIG. 6 and S207 in FIG.

Next, the registration unit 19 associates the determination result of S401 with the customer identification information acquired by the customer identification information acquisition unit 12 in S103 (FIG. 6) or S203 (FIG. 7), and stores the determination result history stored in the storage unit 18. It is registered in the information (see FIG. 12) (S406).

According to the call system of this embodiment described above, the same effects as those of the call systems of the first and second embodiments can be realized. In addition, according to the call system of the present embodiment, the customer's cognitive function level can be determined in consideration of not only the current determination result but also the past determination result. As a result, the accuracy of the determination result of the cognitive function level is improved.

Here, a modified example of this embodiment will be described. The second notification unit 15-2 may transmit the past determination result to the operator terminal 20 in addition to the determination result of the determination unit when the customer's past determination result is registered. Then, the operator terminal 20 may output past determination results to the operator in addition to the determination results of the determining unit. The operator can also refer to past determination results to determine how to handle the customer.

<Modification>
A variant applicable to all embodiments will now be described. The processing device 10 may not have the cognitive function level determination unit 13 . In this case, an external device configured to be communicable with the processing device 10 has the cognitive function level determination unit 13, and the processing device 10 acquires the determination result of the cognitive function level from the external device.

Another modification will be described. The processing device 10 may further comprise a converter. An external device configured to be communicable with the processing device 10 may include the conversion unit. The conversion unit converts voice data obtained by recording the customer's voice during the call into text, and generates text information indicating the contents of the customer's utterance. Then, the conversion unit causes the storage unit 18 to store the generated text information.

When the cognitive function level determined based on the voice information of the customer satisfies a predetermined condition, the conversion unit generates text information indicating the content of the customer's utterance, and causes the storage unit 18 to store the generated text information. may That is, if the cognitive function level determined based on the customer's voice information does not satisfy the predetermined condition, the conversion unit does not need to generate the text information indicating the content of the customer's utterance.

The above-mentioned predetermined conditions include "the current determination result of the customer's cognitive function level (the result determined by the cognitive function level determination unit 13) is below the reference level", "the current determination result of the customer's cognitive function level and the past The customer's cognitive function level determined by the determination unit 17 based on the determination result is equal to or lower than the reference level" is exemplified, but is not limited to these.

The processing device 10 retrieves and transmits the text information stored in the storage unit 18 in response to a request from the operator terminal. The operator terminal outputs the received text information via any output device such as a display, printer, or projection device.

According to this modification, when the customer's cognitive function level satisfies a predetermined condition, the customer's remarks can be saved as text information and can be referred to at any time thereafter, reducing the operator's work load. can.

Although the present invention has been described with reference to the embodiments (and examples), the present invention is not limited to the above-described embodiments (and examples). Various changes that can be understood by those skilled in the art can be made to the configuration and details of the present invention within the scope of the present invention.

Some or all of the above embodiments may also be described in the following appendices, but are not limited to the following.
1. customer identification information acquisition means for acquiring customer identification information identifying a customer who is the other party of the call of the operator;
registration means for associating the customer identification information with a determination result of the cognitive function level determined based on the voice data of the customer and registering it in determination result history information;
In the determination result history information, when the past determination result associated with the customer identification information is registered, determination to determine the cognitive function level of the customer based on the past determination result and the current determination result means and
Notification for notifying the operator of the determination result by the determining means when the past determination result is registered, and notifying the operator of the current determination result when the past determination result is not registered. means and
A processing device having
2. 1. In the processing device according to 1,
A processing apparatus further comprising cognitive function level determination means for determining the cognitive function level of the customer based on the voice data of the customer.
3. In the processing device according to 1 or 2,
A processing apparatus further comprising registration presence/absence determination means for determining whether or not a past determination result associated with the customer identification information is registered in the determination result history information.
4. 4. In the processing device according to any one of 1 to 3,
If the cognitive function level indicated by the determination result by the determination means or the determination result of the cognitive function level is equal to or lower than the reference level, the operator's call partner has changed to a registrant pre-registered in association with the customer. further comprising a detection means for executing a process of detecting the
The notification means is a processing device that notifies the operator of the detection result by the detection means.
5. 4. In the processing device according to 4,
The processing device in which the detection means starts the processing after notification of the determination result or the determination result by the notification means.
6. 5. In the processing device according to 5,
The processing device in which the detection means starts the processing according to an input from the operator after notification of the determination result or the determination result by the notification means.
7. In the processing device according to any one of 4 to 6,
The detecting means is a processing device for detecting that the calling party of the operator has changed from the customer to the registrant based on voice data of the calling party of the operator and voice information of the registrant.
8. 8. In the processing device according to any one of 4 to 7,
The notification means is a processing device for notifying the operator of the detection result indicating whether or not the other party of the call of the operator is the registrant.
9. 9. In the processing device according to any one of 4 to 8,
The notification means is a processing device for notifying the operator that the customer information may be disclosed to the operator's calling party when the operator's calling party is the registrant.
10. the computer
a customer identification information obtaining step of obtaining customer identification information identifying the customer who is the other party of the call by the operator;
a registration step of associating the customer identification information with the determination result of the cognitive function level determined based on the customer's voice data and registering it in the determination result history information;
In the determination result history information, when the past determination result associated with the customer identification information is registered, determination to determine the cognitive function level of the customer based on the past determination result and the current determination result process and
When the past judgment result is registered, the decision result in the decision step is notified to the operator, and when the past judgment result is not registered, the operator is notified of the current judgment result. a notification process;
The processing method to perform.
11. the computer,
customer identification information acquisition means for acquiring customer identification information identifying a customer who is the other party of the call of the operator;
registration means for associating the customer identification information with a determination result of the cognitive function level determined based on the voice data of the customer and registering it in determination result history information;
In the determination result history information, when the past determination result associated with the customer identification information is registered, determination to determine the cognitive function level of the customer based on the past determination result and the current determination result means,
Notification for notifying the operator of the determination result by the determining means when the past determination result is registered, and notifying the operator of the current determination result when the past determination result is not registered. means,
A program that acts as

1A processor 2A memory 3A input/output I/F
4A peripheral circuit 5A bus 10 processor 11 communication unit 12 customer identification information acquisition unit 13 cognitive function level determination unit 14 detection unit 15 notification unit 15-1 first notification unit 15-2 second notification unit 16 registration presence/absence determination unit 17 determination unit 18 storage unit 19 registration unit 20 operator terminal

Claims (11)

customer identification information acquisition means for acquiring customer identification information identifying a customer who is the other party of the call of the operator;
registration means for associating the customer identification information with a determination result of the cognitive function level determined based on the voice data of the customer and registering it in determination result history information;
In the determination result history information, when the past determination result associated with the customer identification information is registered, determination to determine the cognitive function level of the customer based on the past determination result and the current determination result means and
Notification for notifying the operator of the determination result by the determining means when the past determination result is registered, and notifying the operator of the current determination result when the past determination result is not registered. means and
A processing device having The processing apparatus of claim 1,
A processing apparatus further comprising cognitive function level determination means for determining the cognitive function level of the customer based on the voice data of the customer. In the processing apparatus according to claim 1 or 2,
A processing apparatus further comprising registration presence/absence determination means for determining whether or not a past determination result associated with the customer identification information is registered in the determination result history information. In the processing apparatus according to any one of claims 1 to 3,
If the cognitive function level indicated by the determination result by the determination means or the determination result of the cognitive function level is equal to or lower than the reference level, the operator's call partner has changed to a registrant pre-registered in association with the customer. further comprising a detection means for executing a process of detecting the
The notification means is a processing device that notifies the operator of the detection result by the detection means. In the processing apparatus according to claim 4,
The processing device in which the detection means starts the processing after notification of the determination result or the determination result by the notification means. In the processing apparatus according to claim 5,
The processing device in which the detection means starts the processing according to an input from the operator after notification of the determination result or the determination result by the notification means. In the processing apparatus according to any one of claims 4 to 6,
The detecting means is a processing device for detecting that the calling party of the operator has changed from the customer to the registrant based on voice data of the calling party of the operator and voice information of the registrant. In the processing apparatus according to any one of claims 4 to 7,
The notification means is a processing device for notifying the operator of the detection result indicating whether or not the other party of the call of the operator is the registrant. In the processing apparatus according to any one of claims 4 to 8,
The notification means is a processing device for notifying the operator that the customer information may be disclosed to the operator's calling party when the operator's calling party is the registrant. the computer
a customer identification information obtaining step of obtaining customer identification information identifying the customer who is the other party of the call by the operator;
a registration step of associating the customer identification information with the determination result of the cognitive function level determined based on the customer's voice data and registering it in the determination result history information;
In the determination result history information, when the past determination result associated with the customer identification information is registered, determination to determine the cognitive function level of the customer based on the past determination result and the current determination result process and
When the past judgment result is registered, the decision result in the decision step is notified to the operator, and when the past judgment result is not registered, the operator is notified of the current judgment result. a notification process;
The processing method to perform. the computer,
customer identification information acquisition means for acquiring customer identification information identifying a customer who is the other party of the call of the operator;
registration means for associating the customer identification information with a determination result of the cognitive function level determined based on the voice data of the customer and registering it in determination result history information;
In the determination result history information, when the past determination result associated with the customer identification information is registered, determination to determine the cognitive function level of the customer based on the past determination result and the current determination result means,
Notification for notifying the operator of the determination result by the determining means when the past determination result is registered, and notifying the operator of the current determination result when the past determination result is not registered. means,
A program that acts as a

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