| 摘要 |
PROBLEM TO BE SOLVED: To appropriately process followup generated after a response by a call center.SOLUTION: A call center includes: a voice capture server for recording a conversation between an operator and a customer; a voice recognition server for performing the voice/text conversion of the conversation recorded by the voice capture server; and an automatic voice response unit for receiving a followup request by voice concerning the conversation from the customer after the termination of the conversation between the operator and the customer. When the automatic voice response unit receives a followup request, the voice recognition server converts the followup request into a text and transmits it to a back end server. The back end server extracts keywords corresponding to processing contents from the transmitted followup request, identifies a processing condition included in the followup request, and allows execution means corresponding to the processing contents and processing condition to perform the followup request. |
