| 摘要 |
<P>PROBLEM TO BE SOLVED: To provide a contact center system quickly and accurately replying to the inquiry of a customer received via a communication network. <P>SOLUTION: This contact center system prepares a database in which inquiries are associated with replies, and automatically gives the reply by searching related replies using information extracted from the inquiries from the users. When there is no satisfactory replies in the database, a list of the related section is created using the information extracted from the inquiries of the users. The list is so created that the related section whose agreement with the inquiry from the user is higher is positioned in a higher order and the related section which is busy exceeding a prescribed condition is positioned in a low order. The inquiries from the users are automatically transferred on the order of the upper order list. When the reply is obtained from either of the related sections, the replay is delivered by a communication means desired by the user. <P>COPYRIGHT: (C)2004,JPO&NCIPI |
