| 摘要 |
PROBLEM TO BE SOLVED: To perform reception switching to a second operator objectively and automatically by reducing stress of a first operator caused by speech of a customer at a call center. SOLUTION: An operator reception monitoring and switching system 10 acquires speech voice data of a customer whom a first operator is talking with (151), detects dangerous phrases from the speech voice data (153), performs prescribed conversion processing to a part of the detected dangerous phrases, and outputs them (154). Also, the system detects voice pitch of the customer, calculates a fluctuation amount with respect to a standard voice pitch (152), and displays a section corresponding to the state as a stress receiving state when the detection of the dangerous phrases or of a prescribed fluctuation amount occurs for the prescribed number of times or more (171). The system also determines whether or not the number of detection times of the dangerous phrases or the prescribed fluctuation amount satisfies a determination condition (155) and, when it satisfies the determination condition, notifies a front reception control unit 3 of a switch request for switching call reception to a second operator (172). COPYRIGHT: (C)2009,JPO&INPIT
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