| 摘要 |
<P>PROBLEM TO BE SOLVED: To calculate a prediction end time approximated to an actual end time (that is, a prediction standby time approximated to an actual standby time). <P>SOLUTION: A server for a customer service operation includes: a voice file storage part 220 for storing the voice file data of a conversation voice; a transaction scenario DB221 for preliminarily storing transaction scenario data; a standby time DB222 for preliminarily storing time calculation reference data for calculating a prediction end time; a voice recognition part 216 for performing the voice recognition of the voice file data to extract a keyword; a transaction scenario processing part 217 for discriminating a transaction status based on the transaction scenario data and the keyword; and a standby time processing part 218 for calculating the prediction end time based on the transaction status and the time calculation reference data. <P>COPYRIGHT: (C)2011,JPO&INPIT |
