| 摘要 |
PROBLEM TO BE SOLVED: To objectively and automatically switch reception from a primary operator to a secondary operator in a call center. SOLUTION: A operator reception monitoring/switching system 10 acquires the speech voice data of the primary operator while answering to speech communication (151), detects a fluctuation amount to a standard voice pitch of a voice pitch extracted from the speech voice data (152), and detects a prescribed inhibited words and phrases from the speech voice data (153). When the fluctuation amount of the voice pitch is equal to or more than a prescribed threshold or the inhibited words and phrases are detected, a monitoring classification corresponding to the answer state is displayed (171). Further, whether the number of times of detecting the fluctuation amount of the voice pitch exceeding the prescribed threshold or the number of times of detecting the inhibited words and phrases exceeds a prescribed number of times is decided (154), and when either one of the numbers of times of detection exceeds the prescribed number of times, the reception of the speech communication of the primary operator is switched to the secondary operator (172). COPYRIGHT: (C)2009,JPO&INPIT
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