JP2003188995A - Automatic voice information transmission system, automatic voice answering device and program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a device and a system capable of remarkably reducing working costs for a contact center by establishing a voice information transmission system with which a user feels as if an operator answered to the user in a contact center facility via a communication network. <P>SOLUTION: In the system for connecting the contact center facility to a user's computer via the communication network, an automatic voice answering device for making a connection to the computer is installed in the facility, input signals from the computer are received and analyzed in the center, and a response is made by voice, the signals are recorded, data are transmitted, or the signals are transferred to another computer in the facility in conformity with the predetermined rules. <P>COPYRIGHT: (C)2003,JPO

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a voice call system for transmitting and receiving voice data via a communication network, and more particularly to an automatic voice communication system for automatically selecting information content based on an input from a user and transmitting the data to the user. The present invention relates to a voice information transmission system.

[0002]

2. Description of the Related Art As a conventional automatic response system, for example, Japanese Unexamined Patent Application Publication No. 2001-211437 discloses an automatic response scenario that enhances a speaker's comprehension in a guidance or the like by using voice and images together through a telephone line. A multimedia CTI system has been proposed.
In this multimedia CTI device, the voice recognition unit converts the voice instruction from the TV telephone via the virtual terminal unit into a format that can be read by the response scenario unit and outputs the converted voice instruction to the response scenario unit. From the database, the voice synthesis unit converts the image data from the response scenario unit into an image, and the virtual termination unit responds to the voice response or the voice input from the voice synthesis unit. The image input from the image transmitting unit is transmitted to the videophone. In the above-mentioned Japanese Patent Laid-Open No. 2001-211437, the terminal of the multimedia CTI system is
It is composed of a V telephone and a sensor, or a TV having a telephone and a set-top box, and is different from the terminal of the present invention described later. Further, the above-mentioned JP 2001-211437 A
In the official gazette, the voice recognition unit receives a voice instruction, the response scenario unit searches a database or the like based on the instruction converted from the voice into a format that can be decoded by the response scenario unit, and outputs the result to the voice synthesis unit. Although it is stated that the image is also output to the image transmission part, this response scenario part
Unlike the present invention described later, the recognition result of the voice instruction is not compared with the rule registered in advance, and the processing operation defined by the rule is not executed.

In Japanese Patent Laid-Open No. 2000-172668, shared use access points are provided at a plurality of locations,
While connecting these to the data network together with the call center that holds the information to be provided to the user and performing automatic voice response processing for the user who made the call,
When the user's request content is automatically decoded and the information can be provided autonomously, the information is acquired, the acquired information is automatically returned to the user, the call with the user is terminated, and the information is provided autonomously. There is disclosed an information providing system that enables efficient operation of equipment by establishing a communication line between an operator of a call center and a user only when it is not possible.

In Japanese Patent Laid-Open No. 2001-217935, a private branch exchange, an automatic voice response section (unmanned response section), a voice recognition section, and a recognition target word list storage are provided as an automatic voice response system for reducing the work load on an operator. Section, operator interface section, and screener interface section, and transfers the user's voice received by the automatic voice response section to the voice recognition section, and transfers the voice recognition result of the voice recognition section to the automatic voice response section for automatic voice response. The unit sends a confirmation message based on the voice recognition result to the user, and if the user's response to this confirmation message is negative, the automatic response unit supplies the previously received user voice to the screener interface unit. The automatic response unit receives the voice recognition result from the screener interface unit, and a confirmation message based on the voice recognition result. Transmitted to the user, if the user's response to the confirmation message is negative, configuration in which the call with the user at decision screeners to switch to the operator interface unit is disclosed. JP-A 2000-172668 and JP-A 2001-217.
Unlike the system described in Japanese Patent No. 935, in the present invention, as will be described later, switching from an automatic response to an attended response by an operator is performed based on matching with a rule.

[0005]

A computer terminal connected to a user side via a communication network for voice reproduction,
In a conventional contact center-side facility that transmits data, it is difficult for an operator to deal with manpower, and it is difficult to reduce personnel costs and operation costs. Further, the conventional voice communication system of the contact center side facility has the following problems.

The first problem is that in the facility on the contact center side connected through the communication network, the signal input by the computer terminal on the user side is selected in accordance with a predetermined rule, and appropriate information contents are selected. No means for automatically transmitting data to the user is implemented, so for the signal input by the computer terminal on the user side, appropriate information content is selected and automatically transmitted to the user. It means that you cannot do it.

The second problem is that the facility on the contact center side and the computer terminal on the user side cannot automatically transmit and receive voice data via the communication network without the intervention of an operator or the like. is there.

A third problem is that, in the facility on the contact center side, voice data of appropriate content is reproduced on the contact center side in real time according to a predetermined rule for the user or a signal input by the user. That is, the functional means for transmitting to the user is not provided.

The fourth problem is that one of the plurality of computers in the contact center facility cannot be selected and transferred to another computer terminal.

The fifth problem is that data cannot be transmitted to the user until the data is transferred to another computer terminal.

The present inventor has earnestly studied in order to realize a system equipped with functional means for solving these problems, and as a result, the present invention has been completed. That is,
The problem to be solved by the present invention is to make it possible to construct a voice information transmission system in a contact center facility via a communication network, which makes the user feel as if they are manned. The object of the present invention is to provide a system, an apparatus, and a program for reducing the above-mentioned problem.

Further, the problem to be solved by the present invention is that when the automatic voice response is not appropriate, it can be switched to manned support by transferring to another computer terminal.
Accordingly, it is an object of the present invention to provide a system, an apparatus, and a program that can improve customer satisfaction.

Further, the problem to be solved by the present invention is to provide an automatic voice information transmission system which solves at least one of the first to fifth problems.

[0014]

An apparatus according to the present invention which provides means for solving the above-mentioned problems is an automatic voice response apparatus provided in a facility of a contact center accessed from a user terminal via a communication network. Then, corresponding to the information input from the user terminal, a storage unit that stores in advance a rule that defines the processing operation at the contact center side facility, and receives and analyzes the information transferred from the user terminal, Means for collating the analyzed information with the rule stored in the storage means and selectively automatically executing the processing operation defined in the rule collated with the information.

In the apparatus according to the present invention, the processing operation according to the regulation of the rule according to the identification information of the user terminal or the input information transmitted from the user terminal may be selectively and automatically executed. Further, the facility on the contact center side may be provided with another computer device in addition to the computer device forming the automatic voice response device, and the transfer to the other computer device may be performed in accordance with the rule.

A program according to another aspect of the present invention is accessed from a user terminal via a communication network, and a storage means is stored in advance with a rule defining an execution instruction operation corresponding to instruction information from the user terminal. In a program executed by a computer device that is an automatic voice response device of a contact center side facility, the information transferred from the user terminal is received and analyzed, and the analyzed information is stored in the storage means. The automatic voice response, the process of selectively automatically executing the execution instruction operation defined in the rule matched with the information, and the process of transmitting the execution result to the user terminal. It consists of a program that is executed by a computer device that constitutes the device.

A system according to another aspect of the present invention comprises means for connecting a contact center facility and a user computer via a communication network, and voice data between the contact center facility and the user computer via the communication network. A means for transmitting and a means for reproducing sound in the contact center facility and transmitting it to the user side computer terminal are provided, and an input signal from the user side computer terminal is transmitted to the contact center facility and appropriate information is provided according to a predetermined rule. It is configured to select contents and automatically transmit data.

An automatic voice information transmission system according to another aspect of the present invention is a transfer means to another computer in a contact center facility and a means for transmitting data to a user side computer terminal until the transfer is completed. It may be configured to transmit data according to a predetermined rule with the user-side computer until the transfer to another computer in the facility on the contact center side is completed.

[0019]

BEST MODE FOR CARRYING OUT THE INVENTION Embodiments of the present invention will be described. In a preferred embodiment of the present invention, the facility on the contact center side (see FIG. 1) accessed from the user terminal (corresponding to the computer terminal 20 on the user side in FIG. 1) via the communication network (30 in FIG. 1). 1 of 1
In the computer device forming the automatic voice response device (11) of FIG. 0), a rule defining the processing operation (execution instruction operation) corresponding to the instruction from the user terminal (20) is stored in advance in the storage means. Every time, the instruction information transferred from the user terminal (20) is received and analyzed, the analyzed information is collated with the rule stored in the storage means, and the instruction execution operation of the rule corresponding to the information is performed. And means for selectively executing automatically, and means for transmitting the execution result to the user terminal.

In a preferred embodiment of the present invention, in a computer device which constitutes an automatic voice response device (11) of a facility (10) on the contact center side, the contact center is collated with the rule and the contact center is collated according to the collation result. Either voice reproduction from the side facility to the user terminal (20), recording voice from the user terminal (20) at the contact center side facility, or data transmission from the contact center side facility (10) to the user terminal (20). It is equipped with a means to do. When receiving the digital voice signal transferred from the user terminal (20), the computer device forming the automatic voice response device (11) analyzes the digital voice signal to perform voice recognition, and the voice recognition result is, for example, a text code. And the converted text code is collated with the rule (see 16 in FIG. 2) stored in the storage means in advance.

In the computer device that constitutes the automatic voice response device (11), the information transferred from the user terminal (20) is received and analyzed, and the information is checked against the rules stored in the storage means, and the information is dealt with. The process of selectively automatically executing the rule execution instruction operation and the process of transmitting the execution result to the client terminal are preferably realized by program control executed by a computer device that constitutes the automatic voice response device (11). It

According to another embodiment of the present invention, the automatic voice response device (11) switches to transfer data to another computer (12) in the contact center facility (10) according to a rule. To execute. This processing is also preferably realized by program control executed by a computer device which constitutes the automatic voice response device (11).

Further, in this embodiment, another computer (12) in the facility (10) on the contact center side.
Data may be transmitted to the user-side computer terminal according to a predetermined rule until the transfer to the computer is completed.

[0024]

Embodiments of the present invention will now be described in detail with reference to the drawings. FIG. 1 is a diagram showing a system configuration of an embodiment of the present invention. FIG. 1 shows the overall configuration of a system including a contact center side facility, a communication network, and a user side computer terminal.

Referring to FIG. 1, the system of this embodiment includes a contact center side facility 10, a communication network 30, and a user side computer terminal 20, and the contact center side facility 10 uses automatic voice in the contact center. A response device 11 and another computer terminal 12 in the contact center are provided. Communication network 30
Is, for example, an IP (Internet Protocol) network, and the automatic voice response device 11 is configured as an automatic voice response device of a Web system, and voice data is transmitted through the communication network 30 by IP packets.

The user-side computer terminal 20 has a connection interface to the communication network 30, and further has voice input and voice output means (both not shown), and the contact center side via the communication network 30 such as the Internet. It is connectable to the facility 10 and has a function of utilizing the voice communication system of the facility 10 on the contact center side, and exchanges voice signals and data with the facility 10 on the contact center side. As a means for making a voice call, an Internet telephone network such as VoIP (VoiceOver IP) may be used.

The user-side computer terminal 20 has a function of transmitting its own unique information to the contact center-side facility 10. The information unique to the self may be any information that allows the contact center side facility 10 to identify the user side computer terminal 20, such as network address information or unique identification information assigned to the user side computer terminal 20. To be The facility 10 on the contact center side recognizes the computer terminal 20 on the user side based on the self-specific information transmitted from the computer terminal 20 on the user side, verifies whether the terminal device is a legitimate registration terminal, or performs necessary authentication. The user ID and password information may be input from the user-side computer terminal 20 for authentication. Further, the self-specific information transmitted from the user-side computer terminal 20 is used by the contact center-side facility 10 as a basis for determining a rule to be described later and a response process. For example, a specific user is provided with a unique automatic answering service or manned answering service.

The user-side computer terminal 20 receives a signal (voice signal, text, binary information, etc.) input by the user from the input means (not shown) of the user-side computer terminal 20 through the communication network 30 and establishes facilities at the contact center side. 10 has a function of transmitting.

The facility 10 on the contact center side reads the unique information transmitted from the communication connection partner, identifies the communication partner, and decodes the signal input by the communication partner, such as a voice signal. The communication partner is provided with a function of executing processing according to a predetermined rule in accordance with the communication partner or the signal via the communication network 30, and the contact center side facility 10
It is executed by the computer device of. The automatic voice response device 11 of the facility 10 on the contact center side includes means for performing a voice call for transmitting / receiving voice data to / from the user computer terminal 20 via the communication network 30.

To explain the outline of the operation of the system shown in FIG. 1, the user computer terminal 20 is equipped with a well-known Web browser for accessing the communication network 30 and voice communication means, and the contact center facility 10 is installed. To the user via the communication network 30 to transmit information specific to itself or a signal input by the user.
Alternatively, with respect to the signal input by the user, the information content is selected according to a predetermined rule, and the data is automatically transmitted to the user.

For example, a signal input (for example, voice input) from the user side computer terminal 20 is transmitted to the automatic voice response device 11 of the contact center side facility 10 via the communication network 30. The analog voice signal input by the user from the voice input means (not shown) of the user-side computer terminal 20 is converted into a digital voice signal by analog-to-digital conversion, compressed if necessary, and placed in an IP packet. , Is transmitted to the facility 10 on the contact center side and is received by the automatic voice response device 11.

The automatic voice response device 11 receives a signal input from the computer terminal 20 on the user side, analyzes the signal input, compares the analyzed input with a predetermined rule, and outputs a voice response in accordance with the comparison result. Playback, voice recording, data transmission. That is, when receiving the digital voice signal transferred from the user terminal computer 20, the automatic voice response device 11 performs voice recognition processing on the digital voice signal, converts the voice recognition result into a text code, and converts the converted text code. With a rule stored and held in advance. Note that in the automatic voice response device 11, the voice recognition process is performed using a known voice recognition device (DSP) and software implemented in a computer.

The voice and transmission data reproduced at the facility 10 on the contact center side are transmitted to the computer terminal 20 on the user side in real time via the communication network 30. The voice and transmission data transmitted to the user computer terminal 20 are transmitted to the user computer terminal 20.
Above, audio output and / or screen display.

In this embodiment, at least one computer in the facility 10 on the contact center side may select another computer 12 out of the other computers to transfer data. The computer forming the automatic voice response device 11 in the facility 10 on the contact center side and the other computer 12 are connected to an arbitrary network (WA) for realizing communication connection between the computers.
They are mutually connected via N (Wide Area Network), the Internet, or LAN (Local Area Network).

When a predetermined rule held by the automatic voice response device 11 is instructed to transfer to another computer in the contact center, the automatic voice response device 11 sends a message from the user side computer terminal 20. According to the signal input, another computer 12 in the contact center
Transfer to. For example, in a situation where automatic voice response is not suitable, by transferring to another computer 12, it is possible for the operator to respond, that is, attended person, instead of the automatic response, and it is possible to improve customer satisfaction.

FIG. 2 is a diagram for explaining the automatic voice response device 11 and the user side computer 20. In FIG. 2, 20 is a user computer, 11 is an automatic voice response device in the contact center, 21 is a communication module,
22 is a signal input from the user computer, 23 is a connection between the user computer and the contact center,
Reference numeral 16 is a predetermined rule stored and held in a storage means (not shown) in the automatic voice response device 11,
Indicates a matching process with a predetermined rule, and 14 indicates a signal output from the automatic voice response device.

The operation of the embodiment of the present invention will be described. The user computer terminal 20 downloads the module 21 required for communication from the automatic voice response device 11. The automatic voice response device 11 includes a module 21 required for communication in advance.

A connection request 22 from the user computer terminal 20 causes a connection 2 between the communication modules 21.
3 is established.

After the connection 23 is established, the signal input 22 from the user computer terminal 20 is transmitted to the automatic voice response device 11 by using the connection 23.

The automatic voice response device 11 compares the received data with the predetermined rule 16 (1
5) Execute the prescribed operation described in Rule 16.

The automatic voice response device 11 transmits data to the user computer terminal 20 and reproduces voice according to the contents described in the prescribed operation (14).

That is, the contact center facility 10 reproduces the voice data having the content according to a predetermined rule in response to the user information or the signal input from the user computer terminal 20 by the user.

The executed result 14 is as data (delivery content data) via the connection 23.
It is transmitted to the user computer 20.

FIG. 3 is used in one embodiment of the present invention,
FIG. 6 is a diagram for explaining a rule and a prescribed operation stored and held in a storage unit of the automatic voice response device 11.

The predetermined rule 16 and the predetermined action 14 are composed of a judgment delimiter (3a) and an execution operation directive (3b), and the predetermined rule 16
Is an input signal from the user side computer terminal 20,
Judgment is made by collating the judgment delimiter (3a).

The automatic voice response device 11 performs the operation described in the execution operation instruction word (3b) according to the result of the above judgment. Referring to FIG. 3, the user computer terminal 2
When the input signal from 0 and the judgment delimiter (for example, A or B) are collated, and the input signal is collated with A, the job A (job: A) is executed, and when collated with B, the job B ( Execute job: B). As a rule language for implementing a rule composed of a condition part (judgment delimiter (3a)) and an operation instruction part (execution operation instruction word (3b)), when the condition part is “A”, the operation instruction part is “job: If “A” and the condition part is “B”, and the operation instruction part branches and defines “job: B”, the grammar of the rule description language is “if
It may be any syntax such as "then else". When it is compared with A or B, the job A (job:
A) or job B (job: B) is executed, and subsequently, when it is collated with C or D, job C (job:
C), the job D (job: D) is executed, and the procedure of a series of execution instruction operations may be described in the rule 16.

As an example of the execution operation described in the execution operation directive (3b), (1) voice reproduction from the contact center side facility 10 to the user side computer terminal 20, (2)
The voice transmitted from the user computer terminal 20 is
There are recording in the contact center side facility, (3) data transmission from the contact center side facility 10 to the user side computer, (4) transfer to the other computer 12 of the contact center side facility 10, and the like.

In the voice reproduction of (1), the voice (digital voice data) stored in the storage means of the facility 10 on the contact center side is reproduced and transferred to the computer terminal 20 on the user side. The recording of (2) is performed by the user side computer terminal 20 in the storage means on the contact center side facility 10 side.
The digital audio signal transmitted from is stored.

In the transfer of (4), when the computer in the contact center facility 10 receives a voice call from the user side computer terminal 20, the voice call is made in accordance with a predetermined rule. Data may be transmitted from the automatic voice response device 11 to the user until the data is transferred to another computer 12. In the contact center side facility 10, another rule may be applied according to the user side computer terminal 20 connected to the contact center side facility 10. For example, the user side computer terminal 20
Based on the customer ID (identification information) transmitted from the customer, the customer who is judged to require a polite response by the operator is transferred to another computer terminal 12 without using the automatic voice response device 11, and during that time, It is possible to realize a detailed response such as transmitting data from the automatic voice response device 11 to the customer.

[0050]

As described above, according to the present invention,
It is possible to construct a voice information transmission system in which a user appears to be attended by a user in a contact center facility via a communication network, and the labor cost of the contact center can be reduced particularly.

Further, according to the present invention, in a situation where the automatic voice response is not suitable, it is possible to handle manned by transferring to another computer terminal, thereby improving customer satisfaction. You can Further, as described above, according to the present invention, at least one or all of the above-mentioned first to fifth problems are solved.

[Brief description of drawings]

FIG. 1 is a diagram showing a system configuration of an embodiment of the present invention.

FIG. 2 is a diagram for explaining the operation between the user-side computer and the automatic voice response device in the embodiment of the present invention.

FIG. 3 is a diagram for explaining a predetermined rule in the embodiment of the present invention.

[Explanation of symbols]

10 Contact Center Facility 20 User Computer Terminal 11 Automatic Voice Response Device 12 Other Computer Terminal 14 Signal Output from Automatic Voice Response Device 15 Matching Process with Predetermined Rule 16 Predetermined Rule 21 Communication Module 22 User Signal input from computer 23 Connection between user computer and contact center 30 Communication network

Continued front page    F term (reference) 5D015 KK01 KK02 LL12                 5D045 AB26                 5K015 AA06 AA07 AA10 AB00 AF02                 5K024 AA00 BB01 BB03 BB04 BB07                       CC01 DD01 DD02 EE09 FF03                       FF06

Claims (14)

[Claims] 1. An automatic voice response device provided in a contact center side facility accessed from a user terminal via a communication network, wherein the automatic voice response device is provided in the contact center side facility corresponding to information input from the user terminal. A storage unit that stores a rule defining a processing operation in advance, receives the information transferred from the user terminal, analyzes the information, compares the analyzed information with the rule stored in the storage unit, and stores the information. An automatic voice response device comprising: means for selectively automatically executing a processing operation defined by a rule collated with. 2. A means for selectively automatically executing a processing operation according to the regulation of the rule according to the identification information of the user terminal or the input information transmitted from the user terminal. Item 1. The automatic voice response device according to item 1. 3. The device according to claim 1 or 2, further comprising means for switching to a connection between the user terminal and another computer device of the facility on the contact center side based on the contents of the rule. Automatic voice response device. 4. The automatic voice response device according to claim 1, further comprising means for transmitting an execution result of the processing operation to the user terminal. 5. A voice reproduction from the facility on the contact center side to the user terminal, a voice from the user terminal on the facility on the contact center side according to a result of a comparison between the information transferred from the user terminal and the rule. 5. The recording apparatus according to claim 1, further comprising means for performing at least any one of recording at the facility and transmitting data from the facility on the contact center side to the user terminal. The automatic voice response device according to 1. 6. Storage means for storing in advance rules for defining processing operations at the facility on the contact center side corresponding to information input from the user terminal, and receiving and analyzing the information transferred from the user terminal, A unit for collating the analyzed information with the rule stored in the storage unit, and selectively automatically executing a processing operation defined by the rule collated with the information; and the execution result for the user terminal. And a voice signal and / or between the automatic voice response device and the automatic voice response device of the facility on the contact center side, which is connected to the automatic voice response device via the communication network. Send and receive data,
A user terminal characterized by the above. 7. An automatic voice information transmission, comprising: the user terminal according to claim 6; and the automatic voice response device of the facility on the contact center side according to any one of claims 1 to 5. system. 8. An automatic facility for a facility on the contact center side, comprising: storage means that is accessed from a user terminal through a communication network and that stores in advance a rule that defines an execution instruction operation corresponding to instruction information from the user terminal. In a program executed by a computer device forming a voice response device, the information transferred from the user terminal is received and analyzed, the analyzed information is collated with the rule stored in the storage unit, and the information is stored. A program for causing a computer device forming the automatic voice response device to execute a process of selectively and automatically executing an execution instruction operation defined by a rule that is compared with a process of transmitting the execution result to the user terminal. 9. The computer program forming the automatic voice response device according to claim 8, wherein the computer device forming the automatic voice response device executes a process of switching to a connection with another computer device of the facility on the contact center side based on the contents of the rule. Program to let. 10. A computer terminal on the user side, and a facility on the contact center side connected to the computer terminal on the user side via a communication network, wherein the facility on the contact center side provides information unique to a communication partner. Read means for identifying the communication partner, means for reading a signal input by the communication partner, predetermined to the communication partner via the communication network in accordance with the communication partner or the signal According to the rules, a means for transmitting and receiving data, and a computer provided with, the user side computer terminal is connectable to the contact center side facility via the communication network, the self-specific information, A means for transmitting to the facility on the contact center side and a user input from the computer terminal on the user side. Means for transmitting the applied signal to the facility on the contact center side, the computer terminal on the user side is connected to the facility on the contact center side via the communication network, and information unique to the user or input by the user A signal is transmitted, and the facility on the contact center side selects information content for the user or a signal input by the user according to a predetermined rule, and automatically outputs the selected result data to the user. An automatic voice information transmission system characterized by transmitting. 11. The user-side computer terminal includes a voice call means for transmitting and receiving voice data via the communication network.
0 automatic voice information transmission system. 12. The contact center side facility reproduces voice data of content according to a predetermined rule in response to the user or a signal input by the user at the contact center side facility, The automatic voice information transmission system according to claim 10 or 11, characterized in that 13. A user-side computer terminal, and a contact center-side facility connected to the user-side computer terminal via a communication network, wherein the contact center-side facility uses a voice signal via the communication network. A computer having a means for making a voice call for transmitting and receiving data, and receiving voice data via the communication network, and making a voice call to another computer according to a predetermined rule according to the state of the computer. And a means for transferring the voice call system, wherein the user side computer terminal is connectable to the contact center side facility via the communication network, One of the other computers Automatic speech communication system-option to be transferred, characterized in that. 14. When a computer in the facility on the contact center side receives a voice call from the computer terminal on the user side, the voice call is transmitted to another computer in the facility on the contact center side according to a predetermined rule. 14. The automatic voice information transmission system according to claim 13, wherein the one computer transmits data to the user until the data is transferred.