| 摘要 |
<p>PROBLEM TO BE SOLVED: To provide an automatic support server for an operator in a call center, capable of eventually solving a problem by a supervisor and also reducing a load on the supervisor.SOLUTION: An automatic support server is the server in a call center where an operator responds to the telephone call of a customer by an operator device and a supervisor makes a response by a supervisor device when the response of the operator is not sufficient. The automatic support server monitors a telephone call between the telephone unit of the customer and the operator device, determines that a predetermined word has been included in the monitored telephone call, provides a support with respect to the determined keyword to the operator device, and notifies the supervisor device when a support provision frequency is equal to or more than a predetermined number.</p> |
