RECEPTION SUPPORT SYSTEM AND PROGRAM THEREFOR

• US 20080046230A1
• Filed: 12/28/2006
• Published: 02/21/2008
• Est. Priority Date: 07/14/2006
• Status: Abandoned Application

• Current Assignee: Fujitsu Limited
• Original Assignee: Fujitsu Limited
• Inventors: Matsumoto, Azusa, HIRAIWA, Kenzo, Nakatsu, Kazuhiko, Misawa, Tomohisa
• Application Number:
  US11/617,125
• Publication Number:
  US 20080046230A1
• Time in Patent Office: Days
• US Class Current: 704/3
• CPC Class Codes: G06F 40/40 Processing or translation of natural language natural language analysis G06F40/20; semantic analysis G06F40/30

Abstract

The system carries out a voice recognition process for generating a log file by converting a voice signal uttered from the client terminal and operator terminal into a text, and storing the log file in a log database by being correlated with the client terminal for detecting a presence of a point of the operator asking again in a text of the log file which is used for setting a level of each client as attribute information, followed by selecting a level based on the number of times of the operator asking again by referring to an attribute information content update database including a condition for changing the attribute information based on the detection result and updating a database recording the attribute information for each client.

Claims

1. A reception support system supporting an operator by equipping computer telephony integration (CTI) for connecting an operator terminal with a client terminal by way of a telecommunication line, comprising:

a voice recognition process unit for generating a log file by converting a voice signal uttered from the client and operator terminals into a text, and storing the log file in a log database by being correlated with the client terminal;

a search process unit for recording a product knowledge level of each client as attribute information, detecting a presence of a point of the operator asking again in a text of the database by comparing with a character string, which is stored in an ask-again key word database, used when the operator asks again, and storing the number of times of being identical with the character string; and

a judgment process unit for selecting a level based on the aforementioned number of times by referring to an attribute information content update database including a condition of the number of times of asking again for changing the attribute information, and updating the product knowledge level in a database recording the attribute information for each client.

2. A reception support system supporting an operator by equipping computer telephony integration (CTI) for connecting an operator terminal with a client terminal by way of a telecommunication line, comprising:

a voice recognition process unit for generating a log file by converting a voice signal uttered from the client terminal and operator terminal into a text, and storing the log file in a log database by being correlated with the client terminal;

a search process unit for recording a pronunciation level of each client as attribute information, detecting a presence of a point of the operator asking again in a text of the database by comparing with a character string, which is stored in an ask-again key word-2 database, used when the operator asks again if a pronunciation is incomprehensible, and storing the number of times of being identical with the character string; and

a judgment process unit for selecting a level based on the aforementioned number of times by referring to an attribute information content update database including a condition of the number of times of asking again for changing the attribute information, and updating the pronunciation level in a database recording the attribute information for each client.

3. A computer readable recording medium recording a program for making a computer execute a reception support system supporting an operator by equipping computer telephony integration (CTI) for connecting an operator terminal with a client terminal by way of a telecommunication line, wherein the program makes the aforementioned computer execute:

a voice recognition process for generating a log file by converting a voice signal uttered from the client terminal and operator terminal into a text, and storing the log file in a log database by being correlated with the client terminal in order to update a database including a product knowledge level as attribute information of each client;

a search process for detecting a presence of a point of the operator asking again in a text of the database by comparing with a character string, which is stored in an ask-again key word database, used when the operator asks again, and storing the number of times of being identical with the character string; and

a judgment process for selecting a level based on the aforementioned number of times by referring to an attribute information content update database including a condition of the number of times of asking again for changing the attribute information, and updating the pronunciation level in a database recording the attribute information for each client.

4. A computer readable recording medium recording a program for making a computer execute a reception support system supporting an operator by equipping computer telephony integration (CTI) for connecting an operator terminal with a client terminal by way of a telecommunication line, wherein the program makes the aforementioned computer execute:

a voice recognition process for generating a log file by converting a voice signal uttered from the client terminal and operator terminal into a text, and storing the log file in a log database by being correlated with the client terminal in order to update a database including a product knowledge level as attribute information of each client;

a search process for detecting a presence of a point of the operator asking again in a text of the database by comparing with a character string, which is stored in an ask-again key word-2 database, used when the operator asks again if a pronunciation is incomprehensible, and storing the number of times of being identical with the character string; and

a judgment process for selecting a level based on the aforementioned number of times by referring to an attribute information content update database including a condition of the number of times of asking again for changing the attribute information, and updating the pronunciation level in a database recording the attribute information for each client.