| 摘要 |
<P>PROBLEM TO BE SOLVED: To provide a call center system that enables an operator to quickly and properly respond, without fail, to a complaint call from a user about facility of a building, thereby improving quality of operator response. <P>SOLUTION: The call center system includes: an emotional expression detecting means 10 which detects emotional expression of a speaker based on intonation and strength of voice in a recorded data 20 obtained by recording a conversation between a user 4 and an operator 3; a specific keyword storing part 11 which stores a keyword for identifying the content of the complaint in the conversation as a specific keyword 21; a specific keyword searching means 12 which searches for the specific keyword 21 in the recorded data that has been converted into text; a complaint content determination means 13 for determining importance and priority by determining the content of the complaint based on the specific keyword 21 and emotional expression; and a complaint response notification means 14 which sets a recipient of the complaint based on the content of the complaint, importance, and priority. <P>COPYRIGHT: (C)2011,JPO&INPIT |
