US-12621386-B2 - Information processing device, information processing method, and program

US12621386B2US 12621386 B2US12621386 B2US 12621386B2US-12621386-B2

Abstract

The information processing device according to one embodiment includes: a setting part configured to pair and set, based on first information sent from a terminal that is connected via a communication network, user identification information with second information, the user identification information identifying a user using a given telephone machine, the second information being obtainable from a voice packet of a telephone call between the given telephone machine and another telephone machine, and the first information being predetermined information and the second information being predetermined information; and a specifying part configured to obtain, when a voice packet of a telephone call between the given telephone machine and another telephone machine arrives, the second information from the voice packet, and specify the user identification information paired with the second information obtained.

Inventors

Kenichi Machida
Kazuhira MATSUI
Takaaki FUKUTOMI

Assignees

NTT TECHNOCROSS CORPORATION

Dates

Publication Date: 20260505
Application Date: 20220114
Priority Date: 20211004

Claims (8)

1 . An information processing device comprising: at least one processor; and memory storing instructions that, when executed by the at least one processor, causes the device to perform a set of operations, the set of operations comprising: receiving a user identification information wherein the user identification information identifying a user using a given communication device having a communication device IP address; receiving, an operator terminal IP address and the communication device IP address from an operator, wherein the operator terminal IP address and the communication device IP address are paired together; pairing the user identification information and the communication device IP address; storing the paired information; receiving second information being a speech recognition information obtainable from a voice packet of a call between the given communication device and another communication device; and wherein the paired information and the speech recognition information are associated to form stored information, in which the stored information allows search by using the user identification information as a key and thus allowing a predetermined analysis for evaluating quality of service, wherein the predetermined analysis further includes analysis of tendencies in talk per user identification information.
2 . The information processing device according to claim 1 , wherein the first information includes a log-on ID of the terminal, wherein the log-on ID and the user identification information related to a same user match or are paired together, and wherein the user identification information is paired and set to match or is paired with the log-on ID, with the second information.
3 . The information processing device according to claim 2 , wherein the second information comprises an IP address or MAC address of the communication device, wherein, based on an IP address or MAC address of the terminal from which the first information is transmitted, the IP address or MAC address of a communication device corresponding to the terminal is specified, wherein the IP address or MAC address of the communication device is paired and set with same user identification information as the log-on ID, and wherein the IP address or MAC address of the communication device is obtained from the voice packet, and specifies the user identification information paired with the IP address or MAC address obtained.
4 . The information processing device according to claim 3 , wherein the IP address or MAC address of the terminal and the IP address or MAC address of the given communication device are referenced in a table and paired on a one-to-one basis, and specifies the IP address or MAC address of the given communication device corresponding to the terminal.
5 . The information processing device according to claim 2 , wherein the first information further includes a number of the given communication device, wherein the second information is the number of the given communication device, wherein the user identification information is paired and set, which is the same as the log-on ID, with the number included in the first information, and wherein the number of the given communication device is obtained from the voice packet, and specifies user identification information paired with the number obtained.
6 . The information processing device according to claim 1 , further configured to apply speech recognition to voice data included in the voice packet, wherein an outcome of the speech recognition is transmitted to the terminal used by the user having the user identification information specified.
7 . An information processing method to be executed on a computer, the method comprising: receiving a user identification information wherein the user identification information identifying a user using a given communication device having a communication device ID address; receiving, an operator terminal IP address and the communication device IP address from an operator, wherein the operator terminal IP address and the communication device IP address are paired together; pairing the user identification information and the communication device IP address; storing the paired information; receiving second information being a speech recognition information obtainable from a voice packet of a call between the given communication device and another communication device; and wherein the paired information and the speech recognition information are associated to form stored information, in which the stored information allows search by using the user identification information as a key and thus allowing a predetermined analysis for evaluating quality of service, wherein the predetermined analysis further includes analysis of tendencies in talk per user identification information.
8 . A computer-readable non-transitory recording medium storing computer-executable program instructions what when executed by at least one processor that causes a computer to execute instructions comprising: receiving a user identification information wherein the user identification information identifying a user using a given communication device having a communication device IP address; receiving, an operator terminal IP address and the communication device IP address from an operator, wherein the operator terminal IP address and the communication device IP address are paired together; pairing the user identification information and the communication device IP address; storing the paired information; receiving second information being a speech recognition information obtainable from a voice packet of a call between the given communication device and another communication device; and wherein the paired information and the speech recognition information are associated to form stored information, in which the stored information allows search by using the user identification information as a key and thus allowing a predetermined analysis for evaluating quality of service, wherein the predetermined analysis further includes analysis of tendencies in talk per user identification information.

Description

CROSS-REFERENCE TO RELATED APPLICATIONS This application is a U.S. 371 Application of International Patent Application No. PCT/JP2022/001146, filed on 14 Jan. 2022, which application claims priority to and the benefit of JP Application No. 2021-163442, filed on 4 Oct. 2021, the disclosures of which are hereby incorporated herein by reference in their entireties. TECHNICAL FIELD The present invention relates to an information processing device, an information processing method, and a program. BACKGROUND ART In recent years, computer telephony integration (CTI) has been increasingly introduced in contact centers (also referred to as “call centers”) in order to support operators' performance of duties, improve the efficiency of work, and improve the level of customer satisfaction. CTI refers to a mechanism for integrating and linking computers such as speech recognition systems and customer management systems, with telephone machines and private branch exchanges (PBXs) (see, for example, non-patent document 1). By introducing CTI, for example, it becomes possible to apply speech recognition to telephone calls at a contact center by allowing a speech recognition system and a PBX to work together. Hereinafter, introducing CTI and allowing computers, telephone machines, and PBXs to work together will also be referred to as “CTI cooperation.” Now, in recent years, an increasing number of contact centers have adopted “free-address” for seating operators. Free address refers to a system in which operators do not have fixed seats and can choose their seats freely or based on some rules. According to free address, an operator's seat may change every day; however, by using speech recognition with CTI cooperation, it becomes possible to pair up speech-recognized telephone calls and operators. CITATION LIST Non-Patent Document Non-patent Document 1: “CTI middleware “CTBASE/Core”|NTT TechnoCross,” Internet <URL: https://www.ntt-tx.co.jp/products/ctbase/core.html> SUMMARY OF INVENTION Technical Problem However, while it is desirable to introduce a speech recognition system in a contact center to apply speech recognition to telephone calls, there are cases where it is difficult to introduce CTI due to various reasons. For example, a case might occur in which CTI cooperation is difficult to introduce because the existing PBX is not functionally compatible with CTI cooperation or lacks the capacity, and in which the cost of replacing the PBX is not affordable either. In a case like this, especially in contact centers where free address is used, there is a problem that in which speech-recognized telephone calls and operators cannot be paired up. Consequently, it is not possible to pair up a given outcome of speech recognition with the operator telephone call to which it corresponds. Embodiments of the present invention have made in view of the foregoing, and aim to pair up telephone calls and operators. Solution to Problem In order to achieve the above object, an information processing device according to an embodiment includes: a setting part configured to pair and set, based on first information sent from a terminal that is connected via a communication network, user identification information with second information, the user identification information identifying a user using a given telephone machine, the second information being obtainable from a voice packet of a telephone call between the given telephone machine and another telephone machine, and the first information being predetermined information and the second information being predetermined information; and a specifying part configured to obtain, when a voice packet of a telephone call between the given telephone machine and another telephone machine arrives, the second information from the voice packet, and specify the user identification information paired with the second information obtained. Advantageous Effects of Invention According to the present invention, telephone calls and operators can be paired. BRIEF DESCRIPTION OF DRAWINGS FIG. 1 is a diagram that illustrates an example overall structure of a contact center system according to a first embodiment; FIG. 2 is a diagram for explaining an example method of pairing up telephone calls and operators according to the first embodiment; FIG. 3 is a diagram that illustrates an example functional structure of a contact center system according to the first embodiment; FIG. 4 is a sequence diagram that illustrates an example process upon log-on or log-off according to the first embodiment; FIG. 5 is a sequence diagram that illustrates an example of speech recognition processing according to the first embodiment; FIG. 6 is a diagram that illustrates an example of an operator's screen; FIG. 7 is a diagram for explaining an example method of pairing up telephone calls and operators according to a second embodiment; FIG. 8 is a diagram that illustrates an example functional structure of a contact center system accordi