To provide a means to sequentially predict and present the result of telephone response in the middle of a telephone conversation about a telephone response operation in a call center.
An individual speech voice is sequentially analyzed while a customer talks with an operator over the telephone and a sequential attribute is calculated and recorded, a collective attribute about the individual speech voice is inputted and recorded after the end of the speech, telephone response relation between the sequential attribute and the collective attribute is analyzed and recorded, and the predicted value of a telephone response result during the current speech is predicted and presented from the sequential analysis result of the speech voice during the speech and the recorded telephone response relation.
COPYRIGHT: (C)2011,JPO&INPIT
Kenichi Ikeda
Kenichi Ikeda
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Shuichi Fukuda
Takashi Sasaki