JP6675788B2 - Search result display device, search result display method, and program - Google Patents

Description

  The present invention relates to a search result display device that displays a search result based on a database, a search result display method, and a program.

  Conventionally, when a response person such as a call center operator or a window receptionist responds to a customer, the response person manually inputs keywords and question texts and searches the database for answers in order to obtain information necessary for the response. Search system is used.

  In recent years, in order to support call center operator duties, a system has been developed that has the function of real-time speech recognition of the contents of a call and displaying appropriate knowledge on the operator's screen using natural language processing technology. (For example, see Non-Patent Document 1).

Seiji Kawamura, 4 others, "Utilization of AI in Call Center", [online], February 2016, [Searched on January 6, 2017], Internet <URL: http://www.ntt.co.jp/ journal / 1602 / files / jn201602035.pdf>

  Non-Patent Document 1 discloses a call that generates a summary sentence composed of “automatic message extraction” for extracting a message of a customer's telephone and “automatic sentence extraction” for extracting only important statements during a call. An automatic summarization function is disclosed. However, even with this function, it has not been possible to automatically display a response to a customer's business. For this reason, the receptionist needs skills to search for an answer to the customer's business in parallel with the conversation with the customer, which imposes a burden on the receptionist.

  An object of the present invention, which has been made in view of such circumstances, is to provide a search result display device, a search result display method, and a program that can automatically display an answer to a customer's business.

In order to solve the above-mentioned problem, the search result display device according to the present invention uses a database in which supposed question items and answers to the question items are stored, and converts the question items and answers corresponding to the customer's requirements in real time. A speech recognition unit that performs speech recognition processing on the speech of the customer and the receptionist to generate a speech recognition result, and a message that extracts a customer's message from the speech recognition result. An extraction unit, and a display control unit that obtains, from the database, a question corresponding to the task and an answer to the question and displays the result on a display unit. And, in addition to the answer to the question, for each question, a keyword associated with the question is linked and stored, and the display control unit stores the keyword from the database. Wherein said tied keywords further obtained by a selectable state be displayed on the display unit in response to questions.

Further, in order to solve the above-described problem, the search result display method according to the present invention uses a database that stores supposed questions and answers to the questions, and uses the database to store the questions and answers corresponding to the customer's requirements. A search result display method in a search result display device for searching in real time, wherein a voice recognition process is performed on voices of a customer and a receptionist to generate a voice recognition result, and a customer requirement is determined from the voice recognition result. Extracting, and acquiring, from the database, a question corresponding to the task and an answer to the question and displaying the answer on a display unit, wherein the database includes In addition to the answers to the question items, a keyword associated with the question item is stored in association with each question item, and the displaying is performed by Wherein said tied keywords further obtained by a selectable state be displayed on the display unit on the questions corresponding to the requirements from the database.

  According to another aspect of the present invention, there is provided a program for causing a computer to function as the search result display device.

  ADVANTAGE OF THE INVENTION According to this invention, when responding to a customer in a call center, a counter, etc., the response person can automatically display the information required for a response. For this reason, the receptionist can concentrate on the conversation with the customer and can reduce the response time related to the search. Furthermore, even a person in charge who does not have a high terminal operation skill can perform a task.

1 is a block diagram illustrating a configuration example of a search result display device according to an embodiment of the present invention. It is a figure showing the example of the display screen of the display part in the search result display device concerning one embodiment of the present invention. 5 is a flowchart illustrating an example of a search result display method according to an embodiment of the present invention.

  Hereinafter, an embodiment of the present invention will be described in detail with reference to the drawings.

FIG. 1 shows a configuration example of a search result display device according to an embodiment of the present invention. The search result display device 1 shown in FIG. 1 includes a voice recognition unit 11, a task extraction unit 12, a display control unit 13, and a display unit 14.

  The search result display device 1 automatically determines the business requirements of the customer from the voices of the business support representative and the customer when the customer service representative receives an inquiry from the customer, and provides questions and answers corresponding to the business requirements. This is a device that searches and displays in real time by search. A representative example of the receptionist is a call center operator.

  The voice recognition unit 11 inputs voices of the customer and the person in charge on different channels (two channels). Then, voice recognition processing is performed on the voices of the customer and the person in charge, and a text indicating the voice recognition result corresponding to the voice is generated and output to the task extraction unit 12 and the display control unit 13. Here, an error may occur in the voice recognition processing. Therefore, a process using the N-best method of preparing a plurality of candidates as a recognition result by the voice recognition process of the words included in the utterance may be performed.

  The message extracting unit 12 extracts a message of the customer from the text input from the voice recognition unit 11 and transmits an FAQ search instruction including the message to the FAQ search device 2.

  In general, in response to a customer, immediately after the customer makes an utterance corresponding to the business (a business utterance), the reception staff repeats the business and confirms the business. The task extracting unit 12 can use such a dialog structure. For example, if a customer utters a message saying "Is it possible to use it immediately after changing to using the foreign currency deposit service setting?" If you do, it is whether you can use the service immediately. " If such a dialogue structure is used, if the utterance of the person in charge of the response ends with “Is.” Or “Is ..” and there are many terms common to the utterance of the customer immediately before, the customer Or the utterance of the person in charge of the response can be extracted as a message. In addition, if the response person includes a word that clearly indicates the message at the beginning of the utterance, such as "The question is ~", the utterance may be extracted as the message. it can.

  The FAQ search device 2 includes a database 21 and a search unit 22. In the present embodiment, the FAQ search device 2 is a device independent of the search result display device 1. However, the search result display device 1 may have the function of the FAQ search device 2 inside. That is, the search result display device 1 may be configured to further include the database 21 and the search unit 22.

  The database 21 stores in advance the question items to be assumed and the answers (so-called FAQs) to the question items in association with each other. Further, the database 21 may store keywords associated with the question items in association with the question items.

  Upon receiving the FAQ search instruction including the business message from the business message extraction unit 12, the search unit 22 searches the database 21 for a question corresponding to the business, and displays the question and the answer to the question in the FAQ search result. To the display control unit 13. When a keyword is associated with the question item, the keyword is also transmitted to the display control unit 13 as an FAQ search result. Here, the question item corresponding to the message is a question item that is presumed to be a content close to the message, and a plurality of question items may be searched for one message. . Any known method can be used as a method of searching for a question corresponding to a task.

  For example, the search unit 22 regards the task as a set of keywords, and searches for a question item most similar to the task by keyword matching or concept search. In addition, in order to further improve the search accuracy, a word included in the message in the combination having the highest similarity among the combinations of the word included in the message and the word included in the questionnaire is set as the first keyword, A word included in the item is defined as a second keyword, and at least two similarities are calculated among similarities between keywords, similarities between clauses including the keyword, and similarities between dependencies of the clause including the keyword, The smaller the absolute value of the change values of at least two similarities, the smaller the absolute value of the task and the question may be evaluated to be similar, and the question with the highest similarity to the task may be searched.

  The display control unit 13 acquires, from the database 21, a question corresponding to the customer's business and an answer to the question, and causes the display unit 14 to display the question. Further, the display control unit 13 acquires a text as a speech recognition result from the speech recognition unit 11 and causes the display unit 14 to display the text. In addition, the display control unit 13 may further obtain text indicating the message from the message extraction unit 12 and display the text on the display unit 14.

  When the database 21 stores the keywords associated with the questions in association with each other, the display control unit 13 further acquires, from the database 21, the keywords associated with the questions corresponding to the customer's business. However, it is also possible to display on the display unit 14 in a selectable state. In this case, of the keywords, only words included in the business may be displayed on the display unit 14 in a selectable state. Further, among the keywords, words included in the message and words not included in the message may be distinguished and displayed on the display unit 14 in a selectable state.

  The display unit 14 is a display that displays data input from the display control unit 13. In the present embodiment, the search result display device 1 includes the display unit 14. However, the display unit 14 may be a device independent of the search result display device 1.

  FIG. 2 shows a display screen example of the display unit 14. The screen displayed by the display unit 14 includes a left screen area 141, an upper right screen area 142, and a lower right screen area 143.

  In the left screen area 141, the recognition result by the voice recognition unit 11 is displayed in real time. Note that the voice recognition result of the customer and the voice recognition result of the receptionist are displayed separately. In FIG. 2, the voice recognition result of the customer is shown in a solid-line frame, and the voice recognition result of the receptionist is shown in a dotted-line frame. Further, a keyword associated with a question item corresponding to a business matter may be displayed so as to be distinguished from other terms. For example, in FIG. 2, the keywords are underlined, but may be displayed in a different color from other terms.

  In FIG. 2, the upper right screen area 142 displays the words included in the business terms of the keywords associated with the questions corresponding to the business needs of the customer, following the characters “keyword of interest:”. doing. Further, among the keywords linked to the question item, words that are not included in the business message are displayed following the letters "Maybe:".

  The lower right screen area 143 displays a search result of a question item corresponding to the business matter. The full text of the answer or a summary of the answer may be displayed immediately below the question, or only the question may be displayed as shown in FIG. 2, and the answer may be displayed by clicking the question. . Further, when a plurality of question items corresponding to a task are searched, all of them may be displayed, or a predetermined number may be displayed in ascending order of the degree of matching with the task. . Since the voice recognition by the voice recognition unit 11 and the message extraction by the message extraction unit 12 are performed in real time, the search result is updated each time a message is extracted.

  The words listed in the “keyword of interest:” column of the upper right screen area 142 (hereinafter, referred to as “keyword of interest”) and the words listed in the “Maybe ::” column (hereinafter, referred to as quasi-keywords). By clicking, the response person can determine whether or not to select (employ). That is, at first, all the target keywords are selected, but they can be individually deselected by clicking later, and at first, all quasi-keywords are deselected, but later, By clicking on, you can select them individually.

  When a keyword in the upper right screen area 142 (a word listed as a keyword of interest or a quasi-keyword) is clicked, the display unit 14 outputs information on the selected keyword to the display control unit 13. Then, the display control unit 13 causes the display unit 14 to display, among the question items acquired from the search unit 22, the question item associated with the selected keyword and the answer. Therefore, in the lower right screen area 143, only the question item associated with the keyword selected by the person in charge and the answer can be displayed.

  Next, a search result display method by the search result display device 1 will be described. FIG. 3 is a flowchart illustrating an example of a search result display method.

  First, the voices of the customer and the receptionist are input on different channels, and the voice recognition unit 11 performs voice recognition processing on the voices of the customer and the receptionist, respectively (step S101), and generates a text indicating the voice recognition result (step S101). Step S102).

  Next, the text extracted in step S102 is analyzed by the message extracting unit 12 to extract the client's message (step S103). At the timing when the message is extracted, the FAQ search command is issued to the FAQ search device 2. Is performed (step S104).

  Next, the display control unit 13 causes the display unit 14 to display the question items searched by the FAQ search device 2 and their answers (FAQ) (step S105).

  Note that a computer can be suitably used to function as the above-described search result display device 1, and such a computer can execute a program describing processing contents for realizing each function of the search result display device 1 in the computer. This can be realized by storing the program in a database and reading and executing the program by the CPU of the computer.

  Further, the program may be recorded on a computer-readable medium. If a computer-readable medium is used, it can be installed in a computer. Here, the computer-readable medium on which the program is recorded may be a non-transitory recording medium. The non-transitory recording medium is not particularly limited, but may be, for example, a recording medium such as a CD-ROM or a DVD-ROM.

  As described above, in the present invention, a customer's business is extracted from the voice recognition results of the customer and the person in charge, and a question corresponding to the business and an answer (FAQ) to the question are displayed. When the present invention is applied to a call center, a counter, or the like, when a customer is to be handled, a person in charge of the service can automatically display information necessary for the service.

  Therefore, according to the present invention, the person in charge of the service can concentrate on the conversation with the customer, shortening the time involved in the search, and shortening the time required for the response. If it is a call center, it is possible to shorten the period until arrival. In addition, the receptionist can automatically display the search result of the FAQ without complicated operation, and even the receptionist who does not have a high terminal operation skill can perform the reception work. .

  Furthermore, it is also possible to display a focused keyword or a quasi-keyword related to the question item in a selectable state. Therefore, by selecting only necessary words from the keyword of interest or the quasi-keywords, the person in charge of the response can narrow down the questions and further reduce the time required to obtain an answer.

  Although the above embodiments have been described as representative examples, it will be apparent to those skilled in the art that many changes and substitutions can be made within the spirit and scope of the present invention. Therefore, the present invention should not be construed as being limited by the above-described embodiment, and various modifications and changes can be made without departing from the scope of the claims. For example, a plurality of configuration blocks described in the configuration diagram of the embodiment can be combined into one, or one configuration block can be divided.

REFERENCE SIGNS LIST 1 search result display device 2 FAQ search device 11 voice recognition unit 12 task extraction unit 13 display control unit 14 display unit 21 database 22 search unit 141 left screen area 142 upper right screen area 143 lower right screen area

Claims (5)

A search result display device that searches in real time for questions and answers corresponding to the customer's business, using a database that stores supposed questions and answers to the questions,
A voice recognition unit that performs voice recognition processing on voices of the customer and the receptionist to generate a voice recognition result;
A task extraction unit for extracting a customer task from the voice recognition result;
From the database, a question corresponding to the task, and a display control unit that obtains an answer to the question and displays it on a display unit,
In the database, in addition to the assumed question and the answer to the question, for each question, a keyword associated with the question is linked and stored,
The search result display device, wherein the display control unit further obtains the keyword associated with the question corresponding to the task from the database and displays the keyword in a selectable state on the display unit. The display control unit causes the keyword acquired from the database to be displayed on the display unit in a selectable state by distinguishing words included in the subject from words not included in the subject. wherein the search result display device according to claim 1. The display control unit, of the keywords displayed in a selectable state, causes the display unit to display only a question associated with the selected keyword and an answer to the question, on the display unit. Item 3. The search result display device according to item 1 or 2 . A program for causing a computer to function as the search result display device according to any one of claims 1 to 3 . A search result display method in a search result display device for searching in real time for a question item and an answer corresponding to a customer's business using a database storing supposed question items and answers to the question items,
Performing voice recognition processing on the voice of the customer and the receptionist to generate a voice recognition result;
Extracting a customer's business from the voice recognition result;
From the database, a question corresponding to the task, and a step of acquiring an answer to the question and displaying it on a display unit,
In the database, in addition to the assumed question and the answer to the question, for each question, a keyword associated with the question is linked and stored,
The search result displaying method, further comprising: acquiring the keyword associated with the question item corresponding to the task from the database and displaying the keyword in a selectable state on the display unit.

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