| 摘要 |
<P>PROBLEM TO BE SOLVED: To improve efficiency in retrieving/analyzing/viewing interaction contents in a contact center or the like. <P>SOLUTION: In a voice recognition section, interaction voice signals are inputted and voice recognition processing is performed by referring to a recognition dictionary, so that the interaction voice signals are converted into a text document and outputted. A personal information detection section refers to the recognition dictionary to determine whether each of words constituting the text document is corresponding to personal information, and outputs positional information of each of the words corresponding to the personal information in the text document. An identification speech position specification section specifies a portion where words corresponding to personal information appear in a concentrated manner, on the basis of the positional information of each of words. In a greeting speech position specification section, the text document is inputted and a routine dictionary is referenced to specify a portion including a character string matched with a starting routine sentence and a portion including a character string matched with an ending routine sentence, respectively. An interaction content extraction section time-serially extracts from the text document the remaining portions any other than the portions specified by the identification speech position specification section and the greeting speech position specification section, respectively. <P>COPYRIGHT: (C)2012,JPO&INPIT |
