TELEPHONE CALL ASSISTANCE DEVICE, TELEPHONE CALL ASSISTANCE METHOD

摘要

Provided are a telephone call assistance device and a telephone call assistance method whereby, in a hold state which an operator has instructed during a telephone call, features of audio which a customer utters are analyzed, the customer's psychological state is measured on the basis of the result of the analysis, and the precision of the measurement of the psychological state is improved. A telephone call assistance device comprises: a storage means for storing audio of a first speaker, which is transmitted from a first terminal, as audio information; an analysis means for acquiring a hold notification, which is transmitted from a second terminal which a second speaker, who is having a telephone call with the first speaker, uses, and which places the telephone call with the first terminal in a hold state, and for analyzing the features of the audio information corresponding to the hold state time period; and an instruction unit which outputs assessment information relating to the first speaker to the second terminal, based on the features of the audio information of the first speaker.