JPH0537657A - Multiple operator usage method - Google Patents

Abstract

(57) [Abstract] [Purpose] To provide an operator multiple use system that shortens the number of operator handling hours of a service center device that realizes a response between a requester of an operator-mediated communication service and an operator. [Structure] From the time the caller responds to the call from the client 10 until the call ends, the controller 8 switches and connects the client 10 to the automatic response device 4 and the operator response device 5 according to the progress of the response. , The intervening portion of the operator 11 is reduced. Especially, when the direct intervention by the operator response device for the call of the first client becomes unnecessary, the control device 8 sets the automatic response device 4
It is controlled so that only the status monitoring via the switch is started, and direct intervention by the operator response device 5 is started for the call of the second requester, and the operator 11 simultaneously answers a plurality of calls.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an operator multiple use method of a service center device for realizing a response between a requester and an operator of an operator-mediated communication service, and more particularly to an operator-assisted communication service operator. The present invention relates to a method for reducing the number of handling hours.

[0002]

2. Description of the Related Art In an operator-mediated communication service, since the number of operator's handling hours required to receive one call is the dominant term of the income and expenditure factors, measures for automation are generally taken. For services that are difficult to automate, the information retrieval function, transfer source identification function, reception slip
Support for the purpose of enabling the operator to efficiently provide services by supporting / OAing the various functional elements necessary for the operator to provide services to the client, such as the function to create counting slips and fee calculation function. A method has been adopted to reduce the number of handling hours by introducing the system.

[0003]

Since most of the operator's handling time in the conventional operator-mediated communication is occupied by the conversation between the requester and the operator, it cannot be expected that this method will significantly reduce the handling time. There was a flaw.

The object of the present invention is to solve the above-mentioned drawbacks of the prior art, and the control device makes a request according to the progress of the response from the time the call is answered by the client until the call is terminated. Switch the operator to the automatic response device and operator response device,
In addition to reducing the intervention of the operator, especially when the direct intervention by the operator response device to the call of the first client becomes unnecessary, switching to only status monitoring via the automatic response device, To provide an operator multiple use method in which the operator's handling time is shortened by controlling the operator's call to directly intervene in the operator's call so that the operator can simultaneously handle multiple calls. It is in.

[0005]

In order to achieve the above object, the present invention provides an operator multiple use method of a service center apparatus for realizing a response between a requester of an operator-mediated communication service and an operator who is a receiver. The service center device supports the functional elements necessary for service provision and the automatic response device that accumulates the content of the requester's utterance, and monitors the progress of the response of the call being answered by the automatic response device. An operator response device to display,
The requester and the automatic response device, or the call path device that connects the requester and the operator response device, the guidance, and the storage device that stores the utterance content of the requester, and the control device are provided. It is characterized in that the control device switches and connects the requester to the automatic reception device and the operator reception device according to the progress status of the response from the time the call is answered until the call is terminated.

[0006] In addition, there is provided an operator multiple use system of a service center apparatus for realizing a response between a requester of an operator-mediated communication service and an operator who is a receiver, wherein the service center apparatus sends guidance and requests the requester. , An operator response device that supports the functional elements necessary to provide services and an operator response device that displays the progress of the response of a call being received by the automatic response device on a monitor, a requester and an automatic response device, Alternatively, a call path device that connects the requester and the operator response device, guidance, and a storage device that stores the content of the requester's utterance, and a control device are provided, and after responding to an incoming call from the requester. Until the end of the call, the control device is an automatic reception device when the operator's direct intervention for the call of the first client becomes unnecessary. Switching only through state monitoring, the second client's call control to start the direct intervention of the operator answering device, embodiments operator multiplex wait on multiple calls simultaneously is effective.

[0007]

In the present invention, the control device switches and connects the requester to the automatic reception device and the operator reception device in accordance with the progress of the response from the time the call is answered by the requester until the call is terminated. In addition to reducing the intervention of the operator, especially when the direct intervention by the operator response device to the call of the first client becomes unnecessary, switching to only status monitoring via the automatic response device, The caller is controlled so as to start direct intervention by the operator response device, and the operator simultaneously answers multiple calls.

The present invention is different from the prior art in that the operator simultaneously answers multiple calls.

FIG. 2 schematically shows the difference between the conventional method for reducing the number of handling hours and the method for reducing the number of handling hours according to the present invention.

Embodiments of the present invention will be described below with reference to the drawings.

[0011]

1 is a block diagram for explaining an embodiment of the present invention, in which 4 is an automatic reception device, 5 is an operator reception device, 6 is a communication path device, 7 is a storage device, 8 is a control device, and 9 is The service center device, 10 is a client, and 11 is an operator (acceptor).

[0012] The automatic reception device 4 has a function of transmitting guidance according to the progress of the response and a function of accumulating the utterance content of the requester 10 in accordance with an instruction from the control device 8. Information search function, transfer source identification function, reception slip / counting slip creation function, function to support functional elements necessary for providing services such as charge calculation function, and
The automatic reception device 4 has a function of displaying the progress of reception of a call being received.

According to the instruction from the control device 8, the communication channel device 6 and the client 10 and the automatic reception device 4 or the client 1
0 and the operator response device 5 are connected.

The storage device 7 has a function of accumulating the guidance and the utterance content of the client 10.

As a method of judging whether the control device 8 switches the connection between the client 10 and the automatic reception device 4 via the communication channel device 6 or the connection between the client 10 and the operator reception device 5, As an example, a method is conceivable in which a part in which operator intervention is essential according to a predefined progress management table is connected to the operator reception device 5 and another part, for example, a fixed part is connected to the automatic reception device 4.

FIG. 3 shows an example of the structure of the response progress management table.

In the response progress management table configuration example of FIG.
For example during the period from the response until the call end to the incoming call ₁ from the first requester, when direct intervention by the operator answering device to call ₁ becomes unnecessary, for example, the operator answering the answering method At the time of the response stage when the call is transferred from the automatic response to the automatic response, the control device switches to only the status monitoring via the automatic response device and calls.
_In the state of automatic answering to ₁ , the control is performed so as to start the direct intervention by the operator answering device to the call ₂ of the second client, and the operator simultaneously answers multiple calls of call _{1 and} call ₂ .

In the above-mentioned FIG. 2, the state becomes as illustrated in the shortening method 3 of the present invention.

As a concrete example, when the response method at the response stage of "result notification on the operator side" in the third row from the bottom in FIG. 3 is automatic response, the control device monitors the status via the automatic response device. It is in the state of switching only, and monitors whether "OK" or "NO" of "Requester side's OK notification" at the next response stage,
To detect.

When the answer is "OK", the talkie "Thank you for using" is sent to the client side in the final response step "Ending greeting on the operator's side" by the response method "Automatic response".

When "NO" is detected, that is, when the operator does not get the consent, the operator again uses the "operator response" of the response method.
Will be done in the response stage.

That is, in the case of the above-mentioned specific example, the lowest response step is either "end greeting on the operator's side" or "upper greeting" depending on whether the acknowledgment notice on the client side is "OK" or "NO". There are various cases such as "ending greeting at the operator's side" such as returning to the response stage of an appropriate "operator response" response method or providing a response step of the "operator response" response method again.

Guidance accumulated in the storage device 7, and
The utterance content of the client 10 may be analog voice information, voice coded information, or character information.

The guidance transmission method in the automatic reception device 4 is such that even if the accumulated analog voice information is reproduced and transmitted,
The same applies to the case where the accumulated voice coded information is DA converted and transmitted, and the case where the accumulated character information is voice synthesized and transmitted using a known technique. The method of accumulating the utterance content is the same as that of accumulating analog voice information as it is, accumulating voice-encoded information that has been AD-converted, or accumulating character information that has undergone voice recognition using a known technique. .

It is obvious that the present invention is the same whether it is realized by wiring logic control or software control, and is also applied through a public communication network or a private network. The same applies when applied in the system.

[0026]

As described above, according to the present invention, the control device responds to the requester from the requester to the end of the call, depending on the progress of the response, the control device responds to the requester by the operator and the operator. Switchover connection to the device to reduce the operator's intervention, and especially when the direct intervention by the operator response device to the call of the first client is no longer required, status monitoring via the automatic response device It is controlled so as to start direct intervention by the operator response device to the call of the second requester, and the operator can simultaneously handle multiple calls at the same time. There is.

Since the automatic response device and the operator response device respond in a time-division manner, it is possible to reduce the number of handling hours required by the operator.

Since the operator simultaneously answers a plurality of calls, it is possible to further reduce the effective number of man-hours required by the operator.

[Brief description of drawings]

FIG. 1 is a configuration diagram illustrating an embodiment of the present invention.

FIG. 2 is a diagram showing the difference between the conventional method for reducing the number of handling hours and the method for reducing the number of handling hours according to the present invention.

FIG. 3 is a diagram showing a configuration example of a response progress management table.

[Explanation of symbols]

1 Original handling hours 2 Conventional shortening method 3 Shortening method of the present invention 4 Automatic response device 5 Operator response device 6 Call path device 7 storage device 8 control device 9 Service center equipment 10 Client 11 Operator (Receiver)

Claims (2)

[Claims] 1. An operator multiple use system of a service center device for realizing a response between a requester of an operator-mediated communication service and an operator who is a receptionist, wherein the service center device sends guidance and a requester. , An operator response device that supports the functional elements necessary to provide services, and an operator response device that displays the progress of the response of the call being received by the automatic response device on a monitor, the requester and the automatic response device. A device, or a communication path device that connects the requester and the operator response device, guidance, and a storage device that accumulates the utterance content of the requester, and a control device, and responds to an incoming call from the requester From the beginning to the end of the call, the control device switches and connects the requester to the automatic response device and the operator response device according to the response progress status. Operator multiplex utilization method according to claim Rukoto. 2. A multi-use method of an operator of a service center device, which realizes a response between a requester of an operator-mediated communication service and an operator who is a receiver, wherein the service center device sends guidance and requests the requester. , An operator response device that supports the functional elements necessary to provide services, and an operator response device that displays the progress of the response of the call being received by the automatic response device on a monitor, the requester and the automatic response device. A device, or a communication path device that connects the requester and the operator response device, guidance, and a storage device that accumulates the utterance content of the requester, and a control device, and responds to an incoming call from the requester From the end of the call to the end of the call, the control device, at the time when the direct intervention by the operator response device to the call of the first client becomes unnecessary, It is characterized in that it switches to only status monitoring via an automatic answering device, controls to start direct intervention by the operator answering device to the call of the second requester, and the operator simultaneously answers multiple calls. Multiple operator usage method.