| 摘要 |
<p>PROBLEM TO BE SOLVED: To prevent an operator from issuing an NG word to a customer in a call center.SOLUTION: The voice data on conversation contents between a customer and an operator is recognized by voice, converted into text data, and stored in a DB. A conversation text analysis server reads the text of the conversation contents stored in the DB and checks whether an NG word is included in the text of the conversation contents. When the NG word is included, a symptom where the operator has issued the NG word is acquired, a conversation text is statistically analyzed, and then a symptom word is extracted. The symptom word is associated with the NG word and the service contents of a call center, so as to be stored in an NG word symptom DB. A conversation content monitoring server checks in real-time whether the symptom word appears in the conversation of a present telephone call. When the symptom word is appearing, alarm is issued in accordance with an NG word risk calculated based on the symptom data on the NG word symptom DB.</p> |
