JP5397130B2 - Information processing apparatus, information processing method, and monitoring start notification system - Google Patents

Description

  The present invention relates to an information processing apparatus, an information processing method, and a monitoring start notification system. More specifically, the present invention relates to a technique for notifying an administrator of an opportunity for starting monitoring when an administrator monitors an operator's call in a call center or the like.

  Various technologies relating to customer service in a call center or the like have been disclosed (for example, see Patent Document 1).

  In general, an operator who receives a call from a customer in a call center or the like often determines what kind of response should be performed with reference to reference information such as FAQ (Frequently Asked Questions) and a talk script. . For example, when an operator refers to reference information, there is a technique for leaving a record indicating that the reference information is referred to by the operator. According to this technique, for example, it is possible for an administrator to analyze a complaint frequently received from a customer and to educate an operator based on the record.

JP 2003-187063 A

  However, according to the technique of keeping a record indicating that the reference information is referred to by the operator, the administrator refers to the record after the operator has finished dealing with the customer. For this reason, there is a problem that the administrator cannot grasp the situation of the customer's response to the customer in real time.

  Therefore, the present invention has been made in view of the above problems, and an object of the present invention is to grasp in real time the status of reception of customers by an operator when the operator refers to reference information. It is to provide possible technology.

  In order to solve the above problem, according to an aspect of the present invention, an operator terminal used by an operator who makes a call with a customer via a telephone, an administrator terminal used by an administrator, and an information processing apparatus Monitoring start notification information processing apparatus, and reference information referred to by an operator when making a call with a customer and monitoring start necessary information indicating that monitoring for the call with the customer needs to be started Alternatively, a registration information storage unit that stores registration information associated with start information in which monitoring start unnecessary information indicating that monitoring start is unnecessary is associated, and a search condition and an operator via a network from an operator terminal A search condition receiver for receiving operator terminal identification information for identifying a terminal; A search control unit that acquires registration information corresponding to the search condition received by the search condition receiving unit from the registration information storage unit, and reference information among the registration information acquired by the search control unit is received by the search condition receiving unit. A reference information transmission unit that transmits to the operator terminal identified by the operator terminal identification information via the network and whether or not monitoring start necessary information is set in the start information among the registration information acquired by the search control unit is determined. A start information determining unit, a monitoring control unit for generating a monitoring start notification indicating that the start of monitoring is necessary when the start information determining unit determines that the monitoring start necessary information is set, and a monitoring The monitoring start notification generated by the control unit Characterized in that it comprises a monitoring start notification transmission unit that transmits, to the information processing apparatus is provided.

  The information processing apparatus uses the operator terminal identification information and the operator using the operator terminal identified by the operator terminal identification information to indicate that the operator is in a call with the customer via the telephone or a call with the customer via the telephone. An operator information storage unit that stores operator information associated with operator state information in which incoming call waiting information indicating that the incoming call waiting information is not set is stored, and the monitoring control unit is received by the search condition receiving unit The operator status information associated with the operator terminal identification information and stored in the operator information storage unit may be acquired, and a monitoring start notification including the acquired operator status information may be generated.

  The information processing apparatus uses the operator terminal identification information and the operator using the operator terminal identified by the operator terminal identification information to indicate that the operator is in a call with the customer via the telephone or a call with the customer via the telephone. An operator information storage unit that stores operator information associated with operator state information in which incoming call waiting information indicating that the incoming call waiting information is not set is stored, and the monitoring control unit is received by the search condition receiving unit The operator status information associated with the operator terminal identification information and stored in the operator information storage unit is acquired, and when the call status information is set in the acquired operator status information, a monitoring start notification is generated and the incoming call waiting Omit generation of monitoring start notification when information is set It may be.

  The monitoring control unit may acquire a classification name indicating the classification of the reference information from the reference information among the registration information acquired by the search control unit, and generate a monitoring start notification including the acquired classification name.

  The information processing apparatus stores operator information in which operator terminal identification information and telephone identification information for identifying a telephone used by an operator who uses the operator terminal identified by the operator terminal identification information are associated with each other. The monitoring control unit further includes a storage unit, acquires the telephone identification information stored in the operator information storage unit in association with the operator terminal identification information received by the search condition reception unit, and acquires the acquired telephone identification information. It is good also as producing | generating the monitoring start notification containing.

  As described above, according to the present invention, when the operator refers to the reference information, it is possible to grasp the situation of the customer's reception to the customer in real time.

It is a figure which shows the structure of the monitoring start notification system which concerns on 1st Embodiment. It is a figure which shows the function structure of the information processing apparatus which concerns on 1st Embodiment. It is a figure which shows the function structure of the operator terminal which concerns on 1st Embodiment. It is a figure which shows the function structure of the administrator terminal which concerns on 1st Embodiment. It is a flowchart which shows the flow of the process performed in the operator terminal group and information processing apparatus which concern on 1st Embodiment, and an administrator terminal group. It is a figure which shows the example of a screen of a monitoring start notification. It is a figure which shows the function structure of the information processing apparatus which concerns on 2nd Embodiment. It is a flowchart which shows the flow of the process performed in the operator terminal and manager terminal which concern on 2nd Embodiment.

  Exemplary embodiments of the present invention will be described below in detail with reference to the accompanying drawings. In addition, in this specification and drawing, about the component which has the substantially same function structure, duplication description is abbreviate | omitted by attaching | subjecting the same code | symbol.

<First Embodiment>
[Description of configuration]
FIG. 1 is a diagram illustrating a configuration of a monitoring start notification system according to the first embodiment. As shown in FIG. 1, the monitoring start notification system 1A according to the first embodiment includes an operator terminal group 200, an administrator terminal group 300, an operator information storage unit 131, an FAQ storage unit 132A, an incoming call reception unit 110, and operator status information. A management unit 121, an incoming call control unit 140, and the like are provided. The incoming call reception unit 110 is connected to the telephone network 400, and the operator information storage unit 131, the FAQ storage unit 132A, and the like are connected to a network 500 such as a LAN (Local Area Network). In the first embodiment, the FAQ storage unit 132A functions as an example of a registration information storage unit.

  Operator terminal group 200 includes telephones 210A to 210C, main bodies 220A to 220C, input units 230A to 230C, display units 240A to 240C, voice input / output units 250A to 250C, and the like. For example, the first operator uses the telephone 210A, the main body 220A, the input unit 230A, the display unit 240A, and the voice input / output unit 250A, and the second operator uses the telephone 210B, the main unit 220B, the input unit 230B, and the display unit 240B. Assume that the voice input / output unit 250B is used and a third operator uses the telephone 210C, the main body 220C, the input unit 230C, the display unit 240C, and the voice input / output unit 250C. In the following, what is called an “operator terminal” means any of the main bodies 220A to 220C unless otherwise specified.

  Telephones 210 </ b> A to 210 </ b> C and main bodies 220 </ b> A to 220 </ b> C are connected to network 500. For example, when the telephone 210A receives an incoming telephone call from the customer via the network 500 from the incoming call control unit 140, the first operator answers the telephone from the customer by, for example, pressing a call button on the telephone 210A. Can do. When the first operator answers the phone, he / she can listen to questions and the like received from the customer from the voice input / output unit 250A. For example, when it becomes necessary to check the FAQ based on the contents of the telephone, the first operator inputs a search condition to the input unit 230A and performs an operation to display the FAQ according to the search condition on the display unit 240A. . The first operator can browse the FAQ displayed on the display unit 240A, summarize the answers to the customer based on the browsing result, and input the collected answers to the voice input / output unit 250A by voice.

  When the telephone 210B receives an incoming call from a customer, the second operator uses the telephone 210B, the main body 220B, the input unit 230B, the display unit 240B, the voice input / output unit 250B, etc. Perform the same operation. When the telephone 210C receives an incoming call from the customer, the third operator uses the telephone 210C, the main body 220C, the input unit 230C, the display unit 240C, the voice input / output unit 250C, etc. Perform the same operation as the operator. In the present embodiment, there are three operators, but the number of operators is not particularly limited.

  The administrator terminal group 300 includes a telephone 310, a main body 320, an input unit 330, a display unit 340, a voice input / output unit 350, and the like. The telephone 310, the main body 320, the input unit 330, the display unit 340, the voice input / output unit 350, and the like are used by an administrator. In the following, what is referred to as an “administrator terminal” means the main body 320 unless otherwise specified.

  The telephone 310 and the main body 320 are connected to the network 500. For example, when the first operator performs an operation to display the FAQ on the display unit 240A, a monitoring start notification indicating that the monitoring needs to be started according to the FAQ is sent from the main body 220A to the main body 320 via the network 500. Sent to. The main body 320 allows the telephone 310 to intercept a call with a customer through the telephone 210A by the first operator. As a result, the manager can start monitoring the call between the first operator and the customer.

  In the following description, an example in which the information processing apparatus 100A includes the incoming call reception unit 110, the operator state information management unit 121, the incoming call control unit 140, the operator information storage unit 131, and the FAQ storage unit 132A will be described. However, the incoming call reception unit 110, the operator state information management unit 121, the incoming call control unit 140, and the operator information storage unit 131 may exist outside the information processing apparatus 100A.

  FIG. 2 is a diagram illustrating a functional configuration of the information processing apparatus according to the first embodiment. As shown in FIG. 2, the information processing apparatus 100A according to the first embodiment includes an incoming call reception unit 110, an operator status information management unit 121, an incoming call control unit 140, an operator information storage unit 131, an FAQ storage unit 132A, and an information registration tool. 161, a search control unit 122, a start information determination unit 123, a monitoring control unit 124, a search condition reception unit 151, a reference information transmission unit 152, a monitoring start notification transmission unit 153, and the like.

  The operator information storage unit 131 has a function of storing operator information in which telephone identification information, operator terminal identification information, and operator status information are associated with each other. As shown in FIG. 2, in the operator status information, for example, an operator using an operator terminal (for example, the main body 220A) identified by the operator terminal identification information is talking with a customer via a telephone (for example, the telephone 210A). In-call information indicating that the call is received, or incoming call waiting information indicating that a call is not being made with the customer via the telephone (for example, the telephone 210A) is set. As shown in FIG. 2, in the operator status information, in addition, information indicating that the operator is away, information on work time indicating that the operator is working, and the like are set. The operator information storage unit 131 includes, for example, a nonvolatile memory such as a flash memory, an HDD (Hard Disk Drive) that is a nonvolatile storage device, and the like.

  The incoming call reception unit 110 has a function of receiving incoming calls from customers via the telephone network 400. When receiving an incoming call from a customer via the telephone network 400, the incoming call reception unit 110 outputs to the operator state information management unit 121 that the incoming call has been received from the customer.

  The operator status information management unit 121 acquires telephone identification information and operator status information from the operator information storage unit 131 when an input to the effect that there is an incoming call from the customer from the incoming call reception unit 110. If there is an incoming call waiting information set in the acquired operator status information, the operator status information management unit 121 outputs the telephone identification information associated with the operator status information to the incoming call control unit 140.

  Operator status information management section 121 receives telephone identification information and information indicating that the operator of the telephone identified by the telephone identification information (for example, telephone 210A) has answered the telephone from incoming call control section 140. In this case, the busy information is set in the operator status information stored in the operator information storage unit 131 in association with the telephone identification information. Operator status information management section 121 receives telephone identification information and information indicating that the operator of the telephone (for example, telephone 210A) identified by the telephone identification information has finished the telephone call from incoming call control section 140. In this case, incoming call waiting information is set in the operator state information stored in the operator information storage unit 131 in association with the telephone identification information.

  When telephone identification information is input from operator state information management section 121, incoming call control section 140 transmits a telephone call received from a customer to a telephone identified by the telephone identification information (for example, telephone 210A). . When the incoming call controller 140 detects that the operator of the destination telephone (for example, the telephone 210A) has answered the telephone, the telephone identification information for identifying the telephone (for example, the telephone 210A) and the operator answer the telephone. To the operator status information management unit 121. In addition, when the incoming call control unit 140 detects that the operator during the call has finished the telephone call, the telephone call identification information for identifying the telephone (for example, the telephone 210A) and information indicating that the operator has finished the telephone call Is output to the operator status information management unit 121.

  The registration information storage unit (for example, FAQ storage unit 132A) has a function of storing registration information in which reference information and start information are associated with each other. The reference information is information that is referred to by the operator when making a call with a customer. In the first embodiment, a case where a FAQ is used as reference information will be described. The start information is information in which monitoring start necessary information indicating that it is necessary to start monitoring for a call with a customer or monitoring start unnecessary information indicating that monitoring is not required is set. That is, the start information is information indicating whether or not the monitoring start is necessary. In the first embodiment, a case where the FAQ storage unit 132A is used as an example of the registration information storage unit will be described. The registration information storage unit (for example, FAQ storage unit 132A) is configured by, for example, a nonvolatile memory such as a flash memory, an HDD that is a nonvolatile storage device, or the like.

  The information registration tool 161 is a tool for registering registration information in the registration information storage unit (FAQ storage unit 132A) in advance. The information registration tool 161 is, for example, a program stored in a nonvolatile memory such as a flash memory or an HDD that is a nonvolatile storage device. The program is stored in a RAM (Random Access Memory) by a CPU (Central Processing Unit). The function is realized by being expanded and executed.

  The search condition receiving unit 151 has a function of receiving search conditions and operator terminal identification information for identifying the operator terminal (for example, the main body 220A) from the operator terminal (for example, the main body 220A) via the network 500. The search condition receiving unit 151 outputs the received search condition and operator identification information to the search control unit 122. The search condition receiving unit 151 is configured by a communication device, for example.

  The search control unit 122 has a function of acquiring registration information corresponding to the search condition received by the search condition receiving unit 151 from a registration information storage unit (for example, FAQ storage unit 132A). For example, if there is registration information that includes the character string specified as the search condition in the items (such as “classification” and “question”) specified as the search condition, the search control unit 122 searches the registration information. Acquired as registration information according to conditions. The search control unit 122 includes, for example, a CPU, a RAM, and the like, and a program stored in a nonvolatile memory such as a flash memory or an HDD that is a nonvolatile storage device is expanded and executed on the RAM by the CPU. The function is realized.

  The reference information transmission unit 152 includes reference information (for example, FAQ) in the registration information acquired by the search control unit 122, and an operator terminal (for example, identified by the operator terminal identification information received by the search condition reception unit 151). It has a function of transmitting to the main body 220A) via the network 500. The reference information transmission unit 152 is configured by a communication device, for example.

  The start information determination unit 123 has a function of determining whether or not monitoring start necessary information is set in the start information among the registration information acquired by the search control unit 122. The start information determination unit 123 is configured by, for example, a CPU, a RAM, and the like, and a program stored in a nonvolatile memory such as a flash memory or an HDD that is a nonvolatile storage device is expanded in the RAM by the CPU and executed. As a result, the function is realized.

  The monitoring control unit 124 has a function of generating a monitoring start notification indicating that the start of monitoring is necessary when the start information determining unit 123 determines that the monitoring start necessary information is set in the start information. Is. The monitoring control unit 124 is configured by, for example, a CPU, a RAM, and the like, and a program stored in a nonvolatile memory such as a flash memory or an HDD that is a nonvolatile storage device is expanded and executed on the RAM by the CPU. The function is realized.

  The monitoring start notification transmission unit 153 has a function of transmitting the monitoring start notification generated by the monitoring control unit 124 to the administrator terminal (for example, the main body 320) via the network 500. As a result, the administrator terminal (for example, the main body 320) receives the monitoring start notification, and displays the received monitoring start notification on, for example, the display unit 240A. It is possible to grasp that it is necessary to start monitoring for. The monitoring start notification transmission unit 153 is configured by a communication device, for example.

  The monitoring control unit 124 may acquire the operator status information stored in the operator information storage unit 131 in association with the operator terminal identification information received by the search condition reception unit 151. In that case, the monitoring control unit 124 generates a monitoring start notification including the acquired operator state information. Thereby, the administrator terminal (for example, the main body 320) determines whether or not the administrator's telephone (for example, the telephone 310) is to intercept the call with the customer based on the operator status information included in the monitoring start notification. can do.

  The monitoring control unit 124 generates a monitoring start notification when busy information is set in the acquired operator status information, and generates a monitoring start notification when incoming call waiting information is set in the acquired operator status information. May be omitted. Thereby, when the administrator terminal (for example, the main body 320) does not receive the monitoring start notification, for example, the monitoring start notification is not displayed on the display unit 340. Therefore, the administrator can monitor the call between the operator and the customer. It can be understood that the start is unnecessary.

  The monitoring control unit 124 may acquire a classification name indicating the classification of the reference information from the reference information among the registration information acquired by the search control unit 122, and may generate a monitoring start notification including the acquired classification name. Accordingly, if the administrator terminal (for example, the main body 320) displays the classification name included in the monitoring start notification on the display unit 340, for example, the administrator can select the category of the reference information referred to by the operator. I can grasp it.

  The monitoring control unit 124 acquires update date / time information indicating the update date / time of the reference information from the reference information among the registration information acquired by the search control unit 122, and generates a monitoring start notification including the acquired update date / time information. Also good. As a result, the administrator terminal (for example, the main body 320) displays the classification name included in the monitoring start notification on the display unit 340, for example, so that the administrator can grasp the update date and time of the reference information. it can.

  The monitoring control unit 124 may acquire the telephone identification information stored in the operator information storage unit 131 in association with the operator terminal identification information received by the search condition reception unit 151. In addition, the monitoring control unit 124 may generate a monitoring start notification including the acquired telephone identification information. In this case, the monitoring start notification transmission unit 153 transmits a monitoring start notification including the telephone identification information acquired by the monitoring control unit 124 to the administrator terminal (for example, the main body 320) via the network 500. Thereby, the administrator terminal (for example, the main body 320) makes a call with the customer via the telephone (for example, the telephone 210A) identified by the telephone identification information included in the monitoring start notification, and the administrator's telephone (for example, the telephone 320A). The telephone 310) can be intercepted.

  The main purpose of monitoring by the administrator is, for example, confirming whether or not the operator's response to the customer is appropriate, confirming the customer's reaction, and the contents of reference information (FAQ, talk script, etc.) However, it is possible to check whether it is suitable for customer service. In addition, depending on the reference information (FAQ, talk script, etc.) that the operator is referring to, there is a possibility that the customer being dealt with may be a promising customer, or there may be a problem. It is necessary to check the operator's response status. It is also meaningful to make the reference information creator confirm whether or not the reference information itself is properly created.

  The FAQ is referred to from time to time by the operator when responding to questions from customers. If an explanation is required by the operator when purchasing or contracting a product by the customer, the FAQ is pre-explained about the target product (if it is a financial product) Compliant with the Financial Instruments and Exchange Act). Moreover, in such a case, it is assumed that the operator who referred to FAQ needs to carry out the explanation regarding the prior explanation matter regarding the target product to the customer. Further, in such a case, it is assumed that the other party to be notified that the operator has referred to the FAQ is an administrator, a person in charge, or the like.

  When the operator refers to a recently created FAQ, it is assumed that the other party to be notified that the operator has referred to the FAQ is an administrator, a FAQ creator, or the like.

  When the operator refers to the FAQ related to the new product, it is assumed that the operator who refers to the FAQ needs to explain the new product to the customer. In such a case, it is assumed that the party to whom the operator has referred to the FAQ is a person in charge of a new product, an administrator, or the like.

  When the operator refers to the FAQ for countermeasures against the Kramer, it is assumed that the operator who refers to the FAQ needs to respond to the customer as the Kramer. In such a case, it is assumed that the party to whom the operator has referred to the FAQ is the person in charge of the customer consultation room (person in charge of complaint processing), the administrator, or the like.

  FIG. 3 is a diagram illustrating a functional configuration of the operator terminal according to the first embodiment. As shown in FIG. 3, the operator terminal 220 (for example, main body 220A) according to the first embodiment includes a storage unit 221, a control unit 222, a transmission unit 223, a reception unit 224, and the like.

  The storage unit 221 has a function of storing various data and programs. The storage unit 221 includes, for example, a nonvolatile memory such as a flash memory, an HDD that is a nonvolatile storage device, and the like. The storage unit 221 may store operator terminal identification information for identifying the terminal itself.

  The control unit 222 is connected to an input unit 230 (for example, the input unit 230A) that receives an input of search conditions, and has a function of acquiring the search conditions that the input unit 230 has received input. The control unit 222 outputs the acquired search condition and operator terminal identification information for identifying the terminal itself to the transmission unit 223. For example, the control unit 222 can acquire operator terminal identification information for identifying the terminal itself from the storage unit 221. In addition, the control unit 222 causes the display unit 240 to display the reference information received by the receiving unit 224. The control unit 222 is configured by, for example, a CPU, a RAM, and the like, and a program stored in a nonvolatile memory such as a flash memory or an HDD that is a nonvolatile storage device is expanded in the RAM by the CPU and executed. This function is realized.

  The transmission unit 223 has a function of transmitting the search condition acquired by the control unit 222 and operator terminal identification information for identifying the own terminal to the information processing apparatus 100A via the network 500. The transmission part 223 is comprised by a communication apparatus, for example.

  The receiving unit 224 has a function of receiving reference information according to the search condition from the information processing apparatus 100A via the network 500. The receiving unit 224 outputs the reference information received from the information processing apparatus 100A via the network 500 to the control unit 222. The receiving unit 224 is configured by a communication device, for example.

  FIG. 4 is a diagram illustrating a functional configuration of the administrator terminal according to the first embodiment. As shown in FIG. 4, the administrator terminal 320 (for example, the main body 320) according to the first embodiment includes a storage unit 321, a control unit 322, a transmission unit 323, a reception unit 324, and the like.

  The storage unit 321 has a function of storing various data and programs. The storage unit 321 may store administrator terminal identification information for identifying the terminal itself. In addition, the storage unit 321 identifies the telephone (for example, the telephone 210A) used by the operator using the operator terminal identification information and the operator terminal 220 (for example, the main body 220A) identified by the operator terminal identification information for the telephone call with the customer. Operator information associated with the telephone identification information to be stored is stored. The storage unit 321 may further store an operator name associated with the telephone identification information. The storage unit 321 includes, for example, a nonvolatile memory such as a flash memory, an HDD that is a nonvolatile storage device, and the like.

  The control unit 322 has a function of acquiring telephone identification information from the monitoring start notification received by the receiving unit 324. In addition, the control unit 322 starts monitoring by causing a telephone of an administrator (for example, the telephone 310) to intercept a call with a customer via a telephone (for example, the telephone 210A) identified by the acquired telephone identification information. It has a function.

  For example, the control unit 322 indicates the telephone identification information for identifying the administrator's telephone (for example, the telephone 310) and monitoring to be started to the telephone (for example, the telephone 210A) identified by the acquired telephone identification information. The request is transmitted via the transmission unit 323. Subsequently, the telephone that has received the telephone identification information transmitted by the transmission unit 323 and the request to start monitoring calls the telephone identified by the received telephone identification information (for example, the telephone 310) with the customer. Send. As a result, a call with a customer can be intercepted by an administrator's telephone (for example, the telephone 310).

  The control unit 322 has a function of acquiring telephone identification information from the monitoring start notification received by the receiving unit 324. In addition, the control unit 322 starts monitoring by causing a telephone of an administrator (for example, the telephone 310) to intercept a call with a customer via a telephone (for example, the telephone 210A) identified by the acquired telephone identification information. It has a function.

  The control unit 322 may display the monitoring start notification on the display unit 340 when the monitoring start notification is received by the reception unit 324. Further, when the operator status information is included in the monitoring start notification received by the receiving unit 324, the operator status information may be acquired from the monitoring start notification and displayed on the display unit 340. In the example of the monitoring start notification screen shown in FIG. 6, “status: busy” is displayed as an example of operator status information.

  The control unit 322 may start monitoring the call with the customer via the telephone set (for example, the telephone 210A) identified by the telephone identification information in accordance with the acquired operator status information. For example, if the control unit 322 determines that in-call information is set in the acquired operator status information, the control unit 322 responds to a call with a customer via a telephone (for example, the telephone 210A) identified by the telephone identification information. Monitoring can be started. For example, if the control unit 322 determines that incoming call waiting information is set in the acquired operator status information, the control unit 322 omits the start of monitoring.

  When the classification name is included in the monitoring start notification received by the receiving unit 324, the control unit 322 may acquire the classification name from the monitoring start notification and display the classification name on the display unit 340. In the example of the monitoring start notification screen shown in FIG. 6, “FAQ reference item: complaint” is displayed as an example of the classification name.

  When the monitoring start notification received by the receiving unit 324 includes update date / time information, the control unit 322 may acquire the update date / time information from the monitoring start notification and cause the display unit 340 to display the update date / time information. In the example of the monitoring start notification screen illustrated in FIG. 6, “update date / time of FAQ item: 00/00/0000” is displayed as an example of update date information.

  The control unit 322 may acquire the operator name associated with the acquired telephone identification information and stored in the storage unit 321 and cause the display unit 340 to display the acquired operator name. In the example of the monitoring start notification screen shown in FIG. 6, “operator name: XXXXX” is displayed as an example of the operator name.

  The control unit 322 is configured by, for example, a CPU, a RAM, and the like, and a program stored in a nonvolatile memory such as a flash memory or an HDD that is a nonvolatile storage device is expanded and executed on the RAM by the CPU. This function is realized.

  The transmission unit 323 starts monitoring with telephone identification information for identifying the administrator's telephone (for example, the telephone 310) to the telephone (for example, the telephone 210A) identified by the telephone identification information acquired by the control unit 322. It has a function of transmitting a request indicating that. The transmission part 323 is comprised by a communication apparatus, for example.

  The receiving unit 324 has a function of receiving a monitoring start notification from the information processing apparatus 100A via the network 500. The receiving unit 324 outputs the monitoring start notification received from the information processing apparatus 100 </ b> A via the network 500 to the control unit 322. The receiving unit 324 is configured by a communication device, for example.

[Description of operation]
FIG. 5 is a flowchart showing a flow of processing executed in the operator terminal group, the information processing apparatus, and the administrator terminal group according to the first embodiment. With reference to FIG. 5 (refer to other figures as appropriate), the flow of processing executed in the operator terminal group, the information processing apparatus, and the administrator terminal group according to the first embodiment will be described. Note that the processing executed in the operator terminal group 200, the information processing apparatus 100A, and the administrator terminal group 300 as shown in FIG. 5 is merely an example.

  As shown in FIG. 5, when the operator starts a call with a customer, the operator performs a display operation of a FAQ search screen. The operator terminal 220 (for example, the main body 220A) displays the FAQ search screen on the display unit 240 (for example, the display unit 240A) (step S101). The operator inputs search conditions to the input unit 230 (for example, the input unit 230A) while looking at the FAQ search screen. The input unit 230 (for example, the input unit 230A) receives an input of search conditions from the operator (step S102). Operator terminal 220 (for example, main body 220A) transmits the search condition to information processing apparatus 100A.

  The information processing apparatus 100A searches the FAQ (step S103), and determines whether the search result includes notification required (monitoring start necessary information) (step S104). When the information processing apparatus 100A determines that the search result includes notification required (monitoring start necessary information) (“Yes” in step S104), the information processing apparatus 100A transmits a monitoring start notification to the administrator terminal 320 ( Step S105), the process proceeds to step S106. When the information processing apparatus 100A determines that the search result does not include notification required (monitoring start necessary information) (“No” in step S104), the information processing apparatus 100A transmits a monitoring start notification to the administrator terminal 320 ( Step S105), the process proceeds to step S106.

  The operator terminal 220 (for example, the main body 220A) displays the search result on the display unit 240 (for example, the display unit 240A) (step S106), and ends the display of the search screen (step S107). Thereafter, the operator ends the call with the customer.

  The administrator is in a monitoring standby state, and upon receiving a monitoring start notification from the operator terminal 220 (step S201), the administrator terminal 320 displays the received monitoring start notification on the display unit 340 (step S202). When the administrator sees the monitoring start notification and determines that monitoring is necessary, the administrator inputs information for selecting to start monitoring to the input unit 330.

  The control unit 322 determines whether or not the selection for starting the monitoring is made (step S203), and when determining that the selection for starting the monitoring is not made ("No" in step S203), The process returns to step S201. If the control unit 322 determines that the selection to start monitoring has been made (“Yes” in step S203), the control unit 322 starts monitoring the call between the operator and the customer (step S204). Monitoring can be ended at any timing until the end of the call.

[Explanation of screen example]
FIG. 6 is a diagram illustrating an example of a monitoring start notification screen. A monitoring start notification screen 241 as shown in FIG. 6 is displayed on the display unit 340 by the control unit 322 of the administrator terminal 320. The monitoring start notification screen 241 includes a monitoring start notification message 242, an execution instruction button 243, a non-execution instruction button 244, a minimize button 245, a close button 246, and the like.

  For example, when the administrator inputs information for designating the execution instruction button 243 to the input unit 330, the control unit 322 acquires the information and starts monitoring. Similarly, for example, when the administrator inputs information for designating the non-execution instruction button 244 to the input unit 330, the control unit 322 acquires the information and omits the start of monitoring. For example, when the administrator inputs information for designating the minimize button 245 to the input unit 330, the control unit 322 acquires the information and minimizes the monitoring start notification screen 241. For example, when the administrator inputs information for designating the close button 246 to the input unit 330, the control unit 322 acquires the information and closes the monitoring start notification screen 241.

[Description of effects]
According to the first embodiment, the administrator can grasp in real time the state of reception of the customer by the operator when the operator refers to the reference information (FAQ). For example, when the operator refers to the FAQ according to the situation of the call with the customer, when referring to the FAQ for handling a complaint, or when referring to a newly registered FAQ item For example, the administrator monitors calls. The administrator can monitor in real time only calls that are preliminarily assumed to require monitoring.

Second Embodiment
In the first embodiment, the FAQ is used as the registration information. In the second embodiment, a talk script is used as the registration information. The other aspects of the second embodiment are the same as those of the first embodiment.

[Description of configuration]
FIG. 7 is a diagram illustrating a configuration of a monitoring start notification system according to the second embodiment. As shown in FIG. 7, the monitoring start notification system 1B according to the second embodiment includes a talk script storage unit 132B instead of the FAQ storage unit 132A.

  The search control unit 122 acquires registration information corresponding to the search condition received by the search condition receiving unit 151 from the registration information storage unit (for example, the talk script storage unit 132B). The start information determination unit 123 determines whether monitoring start necessary information is set in the start information among the registration information acquired by the search control unit 122.

  The talk script is referred to when the operator explains to the customer. When the operator guides the customer to the new product, the talk script is assumed to be a talk script for the new product. Further, in such a case, it is assumed that a partner to be notified that the operator has referred to the talk script is a new product person in charge, a talk script creator, an administrator, or the like.

  The talk script is assumed to be a recently created talk script if the operator tries a recently created talk script. In such a case, it is assumed that the other party who should be notified that the operator has referred to the talk script is the creator of the talk script or the administrator.

[Description of operation]
FIG. 8 is a flowchart showing a flow of processing executed in the operator terminal group, the information processing apparatus, and the administrator terminal group according to the second embodiment. With reference to FIG. 8 (refer to other figures as appropriate), the flow of processing executed in the operator terminal group, the information processing apparatus, and the administrator terminal group according to the second embodiment will be described. Note that the processing executed in the operator terminal group 200, the information processing apparatus 100B, and the administrator terminal group 300 as shown in FIG. 8 is merely an example.

  As shown in FIG. 8, when the operator starts a call with a customer, the operator performs a display operation of a talk script search screen. The operator terminal 220 (for example, the main body 220A) displays a talk script search screen on the display unit 240 (for example, the display unit 240A) (step S301). The operator inputs search conditions to the input unit 230 (for example, the input unit 230A) while looking at the talk script search screen. The input unit 230 (for example, the input unit 230A) receives input of search conditions from the operator (step S302). Operator terminal 220 (for example, main body 220A) transmits the search condition to information processing apparatus 100A.

  The information processing apparatus 100A searches for the talk script (step S303), and determines whether or not notification (monitoring start necessary information) is included in the search result (step S304). If the information processing apparatus 100A determines that the search result includes notification required (monitoring start necessary information) (“Yes” in step S304), the information processing apparatus 100A transmits a monitoring start notification to the administrator terminal 320 ( Step S305), the process proceeds to step S306. When the information processing apparatus 100A determines that the search result does not include notification required (monitoring start necessary information) (“No” in step S304), the information processing apparatus 100A transmits a monitoring start notification to the administrator terminal 320 ( Step S305), the process proceeds to step S306.

  The operator terminal 220 (for example, the main body 220A) displays the search result on the display unit 240 (for example, the display unit 240A) (step S306), and ends the display of the search screen (step S307). Thereafter, the operator ends the call with the customer.

  The administrator is in a monitoring standby state, and upon receiving a monitoring start notification from the operator terminal 220 (step S401), the administrator terminal 320 displays the received monitoring start notification on the display unit 340 (step S402). When the administrator sees the monitoring start notification and determines that monitoring is necessary, the administrator inputs information for selecting to start monitoring to the input unit 330.

  The control unit 322 determines whether or not a selection for starting monitoring has been made (step S403), and if it is determined that a selection for starting monitoring has not been made ("No" in step S403), The process returns to step S401. If the control unit 322 determines that the selection to start monitoring has been made (“Yes” in step S403), the control unit 322 starts monitoring the call between the operator and the customer (step S404). Monitoring can be ended at any timing until the end of the call.

[Description of effects]
According to the second embodiment, the administrator can grasp in real time the status of reception of the customer by the operator when the operator refers to the reference information (talk script). For example, when the operator refers to a talk script according to the flow of a call with a customer, the administrator monitors the call. The administrator can monitor in real time only calls that are preliminarily assumed to require monitoring.

[Modification]
In the above, the preferred embodiments of the present invention have been described with reference to the accompanying drawings, but it goes without saying that the present invention is not limited to such examples. It will be apparent to those skilled in the art that various changes and modifications can be made within the scope of the claims, and these are naturally within the technical scope of the present invention. Understood.

  For example, in the first embodiment, the case where an operator working in a call center or the like refers to FAQ as reference information, and in the second embodiment, the case where a talk script is referred to as reference information has been described. However, it may be the case that the person in charge at the store handles the customer. That is, the present invention can be applied to the case where registration information such as FAQ and talk script is prepared and the counter person in charge responds while referring to the prepared registration information in a timely manner.

  In addition, even when talking to customers who use unattended services using the automatic voice response system, it is possible to link the monitoring start notification to the part where monitoring is required in accordance with the talk script spoken by the automatic voice response system. is there.

Monitoring can be performed by a monitoring person using the monitoring terminal instead of the administrator and the administrator terminal in the above-described embodiment.
In addition, although it has been described that the necessity of starting monitoring is based on start information corresponding to the reference information acquired by the search control unit, the operator directly refers to the reference information without performing a search. May be. In this case, the above-described search control unit functions as a simple data reference function unit, but it can be determined in the same manner as in the case of acquisition by search.

1A, 1B Monitoring start notification system 100A, 100B Information processing device 110 Incoming reception unit 121 Operator status information management unit 122 Search control unit 123 Start information determination unit 124 Monitoring control unit 131 Operator information storage unit 132A FAQ storage unit 132B Talk script storage unit 151 Search condition reception unit 152 Reference information transmission unit 153 Monitoring start notification transmission unit 210A, 210B, 210C Telephone 220 Operator terminal 221 Storage unit 222 Control unit 223 Transmission unit 224 Reception unit 230 Input unit 240 Display unit 310 Telephone 320 Administrator terminal ( Body)
321 Storage unit 322 Control unit 323 Transmission unit 324 Reception unit 330 Input unit 340 Display unit 500 Network

Claims (10)

An information processing apparatus in a monitoring start notification system having an operator terminal used by an operator who makes a call with a customer via a telephone, an administrator terminal used by an administrator, and an information processing apparatus,
Reference information referred to by the operator when making a call with the customer and monitoring start necessary information indicating that it is necessary to start monitoring for the call with the customer, or indicating that the start of monitoring is not required A registration information storage unit that stores registration information associated with start information in which monitoring start unnecessary information is set;
A search condition receiving unit for receiving a search condition and operator terminal identification information for identifying the operator terminal from the operator terminal via a network;
A search control unit for acquiring the registration information according to the search condition received by the search condition receiving unit from the registration information storage unit;
A reference information transmitting unit that transmits the reference information of the registration information acquired by the search control unit to the operator terminal identified by the operator terminal identification information received by the search condition receiving unit via the network. When,
A start information determination unit that determines whether or not the monitoring start necessary information is set in the start information among the registration information acquired by the search control unit;
A monitoring control unit that generates a monitoring start notification indicating that the monitoring needs to be started when the start information determination unit determines that the monitoring start necessary information is set;
A monitoring start notification transmitter for transmitting the monitoring start notification generated by the monitoring control unit to the administrator terminal via the network;
An information processing apparatus comprising: The operator using the operator terminal identification information and the operator terminal identified by the operator terminal identification information is in-call information indicating that the operator is in a call with the customer via the telephone or with the customer via the telephone. An operator information storage unit that stores operator information associated with operator status information in which incoming call waiting information indicating that a call is not being made is associated;
The monitoring controller is
The operator status information associated with the operator terminal identification information received by the search condition receiving unit and stored by the operator information storage unit is acquired, and the monitoring start notification including the acquired operator status information is received. Generate,
The information processing apparatus according to claim 1, wherein: The operator using the operator terminal identification information and the operator terminal identified by the operator terminal identification information is in-call information indicating that the operator is in a call with the customer via the telephone or with the customer via the telephone. An operator information storage unit that stores operator information associated with operator status information in which incoming call waiting information indicating that a call is not being made is associated;
The monitoring controller is
The operator status information associated with the operator terminal identification information received by the search condition receiving unit and stored by the operator information storage unit is acquired, and the busy information is set in the acquired operator status information The monitoring start notification is generated when the incoming call waiting information is set, and the monitoring start notification is not generated when the incoming call waiting information is set.
The information processing apparatus according to claim 1, wherein: The monitoring controller is
Obtaining a classification name indicating a classification of the reference information from the reference information among the registration information acquired by the search control unit, and generating the monitoring start notification including the acquired classification name;
The information processing apparatus according to claim 1, wherein: An operator information storage unit for storing operator information in which the operator terminal identification information is associated with telephone identification information for identifying the telephone used by the operator who uses the operator terminal identified by the operator terminal identification information. Further comprising
The monitoring controller is
The telephone identification information associated with the operator terminal identification information received by the search condition reception unit and stored by the operator information storage unit is acquired, and the monitoring start notification including the acquired telephone identification information is received. Generate,
The information processing apparatus according to claim 1, wherein: An information processing apparatus in a monitoring start notification system having an operator terminal used by an operator who makes a call with a customer via a telephone, an administrator terminal used by an administrator, and an information processing apparatus, Monitoring information indicating that it is necessary to start monitoring for the reference information referred to by the operator and the call with the customer when making a call, or that monitoring need not be started A registration information storage unit that stores registration information associated with start information in which information is set, a search condition reception unit, a search control unit, a reference information transmission unit, a start information determination unit, and monitoring control And an information processing method by an information processing apparatus, comprising: a monitoring start notification transmission unit
Receiving the search condition and operator terminal identification information for identifying the operator terminal from the operator terminal via the network by the search condition receiving unit;
Obtaining the registration information according to the search condition received by the search condition receiving unit from the registration information storage unit by the search control unit;
The reference information transmitting unit transmits the reference information among the registration information acquired by the search control unit to the operator terminal identified by the operator terminal identification information received by the search condition receiving unit via the network. Sending and
A step of determining by the start information determination unit whether the monitoring start necessary information is set in the start information among the registration information acquired by the search control unit;
Generating a monitoring start notification indicating that the monitoring needs to be started when the monitoring control unit determines that the monitoring start necessary information is set by the start information determining unit;
Transmitting the monitoring start notification generated by the monitoring control unit to the administrator terminal via the network by the monitoring start notification transmitting unit;
An information processing method comprising: A monitoring start notification system having an operator terminal used by an operator who makes a call with a customer via a telephone, an administrator terminal used by an administrator, and an information processing device,
The operator terminal is
A control unit that acquires the search condition from an input unit that receives input of the search condition;
A transmission unit that transmits the search conditions acquired by the control unit and operator terminal identification information for identifying the terminal itself to the information processing apparatus via a network;
With
The information processing apparatus includes:
Reference information referred to by the operator when making a call with the customer and monitoring start necessary information indicating that it is necessary to start monitoring for the call with the customer, or indicating that the start of monitoring is not required A registration information storage unit that stores registration information associated with start information in which monitoring start unnecessary information is set;
A search condition receiving unit for receiving the search condition and the operator terminal identification information from the operator terminal via the network;
A search control unit for acquiring the registration information according to the search condition received by the search condition receiving unit from the registration information storage unit;
A reference information transmitting unit that transmits the reference information of the registration information acquired by the search control unit to the operator terminal identified by the operator terminal identification information received by the search condition receiving unit via the network. When,
A start information determination unit that determines whether or not the monitoring start necessary information is set in the start information among the registration information acquired by the search control unit;
A monitoring control unit that generates a monitoring start notification indicating that the monitoring needs to be started when the start information determination unit determines that the monitoring start necessary information is set;
A monitoring start notification transmitter for transmitting the monitoring start notification generated by the monitoring control unit to the administrator terminal via the network;
With
The administrator terminal is
A receiving unit that receives the monitoring start notification from the information processing apparatus via the network;
A monitoring start notification system comprising: The information processing apparatus includes:
An operator information storage unit for storing operator information in which the operator terminal identification information is associated with telephone identification information for identifying the telephone used by the operator who uses the operator terminal identified by the operator terminal identification information. Further comprising
The search condition receiving unit further receives operator terminal identification information for identifying the operator terminal,
By the monitoring control unit, acquires the telephone identification information associated with the operator terminal identification information received by said retrieval condition reception unit is stored by the operator information storage unit, said telephone identification acquired Generating the monitoring start notification including information;
The administrator terminal is
By acquiring the telephone identification information from the monitoring start notification received by the receiving unit, and causing the telephone of the administrator to intercept the call with the customer via the telephone identified by the acquired telephone identification information A control unit for starting the monitoring;
The monitoring start notification system according to claim 7, further comprising: The administrator terminal is
When the control unit determines whether the monitoring start instruction is acquired from an input unit that receives an input of a monitoring start instruction for instructing the start of monitoring, and when it is determined that the monitoring start instruction is acquired Start the monitoring,
The monitoring start notification system according to claim 8, wherein: A monitoring start notification system having an operator terminal used by an operator who makes a call with a customer via a telephone, a monitoring terminal used by a person in charge of monitoring, and an information processing device,
The information processing apparatus includes:
Registration storing registration information in which reference information referred to by the operator when making a call with the customer and monitoring start necessity information indicating whether or not to start monitoring for the call with the customer are associated with each other An information storage unit;
A reference information transmitting unit that transmits the reference information via the network to the operator terminal in response to a request of the operator end late or al,
A start information determination unit that determines whether the monitoring start necessity information of the transmitted reference information is required;
A monitoring control unit that generates a monitoring start notification indicating that the start of the monitoring is necessary when the start information determining unit determines that the monitoring needs to be started;
A monitoring start notification transmitter for transmitting the monitoring start notification generated by the monitoring controller to the monitoring terminal via the network;
A monitoring start notification system comprising:

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