发明名称 |
Computer product, operator supporting apparatus, and operator supporting method |
摘要 |
Speech keywords are extracted from voice data on a response that an operator has made to an inquiry from a customer while referring to case data. Response keywords to be responded to the inquiry are extracted from the case data. After detecting a common keyword in the speech and response keywords, a support keyword is extracted from the speech keywords that appears in the response at a time near the appearance of the common keyword and that does not match the response keywords. Auxiliary data is stored which includes case identification information uniquely identifying the case data, a customer level indicating a knowledge level of the customer about the inquiry, and the support keyword.
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申请公布号 |
US7536003(B2) |
申请公布日期 |
2009.05.19 |
申请号 |
US20070648534 |
申请日期 |
2007.01.03 |
申请人 |
FUJITSU LIMITED |
发明人 |
ONODERA SACHIKO;NAMBA ISAO |
分类号 |
H04M3/00;G06F17/30;G06Q10/00;G06Q30/02;G06Q50/00;H04M3/42;H04M3/51 |
主分类号 |
H04M3/00 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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