RECEPTION SUPPORT DEVICE, RECEPTION SUPPORT METHOD, AND PROGRAM

摘要

PROBLEM TO BE SOLVED: To provide a reception support device which facilitates detection work of an improvement point relating to an operator's reception content at a call center.

SOLUTION: A reception support device comprises: a question selection unit for selecting a question from a tree structure in which questions are mapped to branch points and answer candidates to the questions are mapped to each branch at each branch point; a user instruction acquisition unit which acquires a user's instruction for selecting an answer to the selected question from among the answer candidates to the question; and an operation history registration unit which maps information indicating a period from the selection of the question by the question selection unit to the acquisition of the user's instruction and information indicating the selected question, and stores the result in a storage unit.

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