OPERATOR TRAINING SUPPORT SYSTEM, OPERATOR TRAINING SUPPORT METHOD AND PROGRAM

摘要

PROBLEM TO BE SOLVED: To provide an operator training support system capable of giving guidance corresponding to individuality of an operator to be educated even if the operator is located on a remote site.SOLUTION: The operator training support system comprises: a voice data acquisition section for recording conversations of customer dealing of a plurality of operators including an object operator to be educated; a voice recognition section for recognizing operator voices and customer voices in the conversations; a feature extraction section for extracting feature amounts from operator voices; a quantifying section for quantifying a plurality of feature amounts to create feature data; a cluster analysis section for performing cluster analysis of the operator voices on the basis of the feature data, sorting the operators into clusters and allowing a database to store the sorting results; an evaluation level setting section for allowing the database to store evaluation levels of the customer dealing in association with the operator voices; and a target operator selection section for selecting an operator having the highest evaluation level in the cluster including the object operator from the database.