JP2020137057A - Processor, program, and operator allocation method - Google Patents

Abstract

To perform appropriate charge allocation depending on loads on respective operators.SOLUTION: A call center system 1 (contact center system 1) calculates message loads of customer messages in chats and, on the basis of the message loads, calculates operator loads on respective operators. When a chat start request is transmitted from a customer terminal 9 after that, the call center system 1 selects an operator having the minimum operator load and allocates the selected operator as an operator in charge of the customer terminal. Thereby, the call center system 1 can appropriately select as an operator in charge an operator who has the minimum sum total of loads in other chats in parallel and is capable of transmitting a reply message as soon as possible in a new chat, which can improve service quality by leveling loads on the respective operators.SELECTED DRAWING: Figure 1

Description

The present invention relates to a processing device, a program, and an operator allocation method, and is suitable for application to, for example, a call center system (contact center system) provided in a call center (contact center).

In recent years, many call centers (contact centers) have a call center system (contact center system) for reducing the burden on the operator when the operator responds to inquiries from customers via telephone or chat (exchange by character string). ) Has been introduced.

In particular, in chat, communication is established by exchanging an answer message within a few tens of seconds to a few minutes (one example) after receiving a message such as a question. Therefore, as a call center system (contact center system), for example, a system in which a plurality of customers are assigned to one operator and chats between the operator and each customer are performed in parallel has been proposed (for example). , Patent Document 1).

Ito, "Chat is no longer a" tool unrelated to us "Let's increase customer satisfaction by expanding real-time support", [online], April 28, 2016, TMJ, Inc., [2019 2 Search on 7th of March], Internet <URL: http://www.tmj.jp/column/detail/20160427_471.html>

By the way, in a call center system (contact center system) having such a configuration, for example, when a customer requests the start of a new chat, the number of chats that each operator is in charge of at that time is totaled, and the number of chats in charge is calculated. Assign the fewest operators to be responsible for the customer, that is, for new chats.

However, the content of the message sent from the customer in the chat varies, and the time required for the operator to send the answer to the message also varies. For example, in a call center system (contact center system), when a customer sends a message with simple contents, the operator can create and send an answer in a relatively short time. On the other hand, in a call center system (contact center system), when a customer sends a message with complicated contents, the operator takes a relatively long time to create and send an answer. In other words, in the call center (contact center system), the number of chat managers in charge of each operator and the burden on each operator are not necessarily in a proportional relationship.

Therefore, in the call center system (contact center system), even if a new chat charge is assigned to an operator with a small number of chat connections, the operator receives a message with complicated contents and creates an answer to the message. In this case, there is a problem that an excessive load is applied to the operator. At this time, in the call center system (contact center system), it takes a relatively long time for the operator to send a reply to the customer in a new chat, which may lead to a decrease in service quality.

The present invention has been made in consideration of the above points, and an object of the present invention is to propose a processing device, a program, and an operator allocation method for appropriately assigning a person in charge according to the load of each operator.

In order to solve such a problem, in the processing apparatus of the present invention, an acquisition unit that indicates the processing load of each operator using each of the plurality of operator devices and acquires a plurality of load information including the numerical information, and the numerical information The customer device is assigned to the allocation unit that assigns an operator associated with load information smaller than other numerical information as the responsible operator in charge of sending and receiving messages to and from the customer device, and the operator device used by the responsible operator. A notification unit is provided to notify that the person in charge of is assigned.

Further, in the program of the present invention, the computer indicates the processing load of each operator who uses a plurality of operator devices, and the acquisition unit acquires a plurality of load information including the numerical information, and the numerical information is another numerical value. The person in charge of the customer device assigns an operator associated with load information smaller than the information as the operator in charge of sending and receiving a message to and from the customer device, and the operator device used by the operator in charge. Changed to function as a notification part to notify that it was assigned.

Further, in the operator allocation method of the present invention, which is an operator allocation method of a processing device, the processing device indicates a processing load of each operator who uses a plurality of operator devices, and a plurality of load information including numerical information. By the acquisition step to acquire, the assignment step to assign the operator associated with the load information whose numerical information is smaller than other numerical information as the responsible operator in charge of sending and receiving messages to and from the customer device, and the responsible operator. It now has a notification step to notify the operator equipment used that the person in charge of the customer equipment has been assigned.

According to the present invention, it is possible to realize a processing device, a program, and an operator allocation method that appropriately assigns a person in charge according to the load of each operator.

It is a schematic block diagram which shows the whole structure of the call center system (contact center system) in 1st and 2nd Embodiment. It is a schematic block diagram which shows the structure of a call control server. It is a schematic diagram which shows the structure of various tables. It is a schematic block diagram which shows the structure of an operator terminal. It is a schematic block diagram which shows the structure of a customer terminal. It is a sequence chart which shows the whole chat sequence in 1st and 2nd Embodiment. It is a sequence chart which shows the response sequence by 1st Embodiment. It is a sequence chart which shows the allocation sequence by 1st Embodiment. It is a sequence chart which shows the response sequence by 2nd Embodiment. It is a sequence chart which shows the allocation sequence by 2nd Embodiment. It is a schematic block diagram which shows the whole structure of the call center system (contact center system) by 3rd Embodiment. It is a schematic diagram which shows the structure of a call control server. It is a sequence chart which shows the whole chat sequence in 3rd Embodiment. It is a sequence chart which shows the allocation sequence (1) by 3rd Embodiment. It is a sequence chart which shows the allocation sequence (2) by 3rd Embodiment.

Hereinafter, embodiments for carrying out the invention (hereinafter referred to as embodiments) will be described with reference to the drawings.

[1. First Embodiment]
[1-1. Call center system (contact center system) configuration]
As shown in a schematic block diagram in FIG. 1, the call center system 1 (contact center system 1) according to the present embodiment has a gateway device 2, a call control server 3, a chat server 4, and a plurality of operator terminals 5 in a network 6. It is configured to be interconnected via.

This call center system 1 is installed in, for example, a call center (contact center) established by a company that sells products or provides services. In this call center, for example, one operator is assigned to handle inquiries by telephone or chat from customers regarding the contents and purchases of products. Further, in the call center system 1, a plurality of customers are connected to one operator at the same time, and chat is promoted in parallel between the operator and each customer.

The gateway device 2 is a device that mainly performs processing related to connection and disconnection of calls and chats, is connected to a plurality of customer terminals 9 via the Internet 8 outside the call center, and is also connected to the network 6 in the call center. Has been done. The gateway device 2 performs protocol and data format conversion processing between, for example, the Internet 8 and the network 6.

As shown in a schematic block diagram in FIG. 2, the call control server 3 is roughly divided into a control unit 11, a storage unit 12, and a communication unit 13. The control unit 11 has a CPU (Central Processing Unit), a ROM (Read Only Memory), a RAM (Random Access Memory), and the like (not shown), and reads and executes various programs from the ROM and the storage unit 12. Therefore, various processes are performed.

The control unit 11 forms a plurality of functional blocks such as a call control unit 21 and a message analysis unit 22 inside the control unit 11 by reading and executing a predetermined chat program, for example. The call control unit 21 performs various processes related to connecting and disconnecting chats, assigning operators to each chat, and the like. For example, the call control unit 21 calculates an operator load that numerically represents the magnitude of the load for each operator, updates it as appropriate, performs operator allocation processing based on this operator load, and further obtains the allocation result. The operator is notified (details will be described later).

The message analysis unit 22 as the load calculation unit includes a message sent from the customer in chat (hereinafter, also referred to as a customer message) and a message sent as a reply from the operator to the customer message (hereinafter, this is also referred to as a reply message). By analyzing (call), the semantic content of each message is grasped. Then, the message analysis unit 22 calculates a message load that numerically represents the magnitude of the load applied when the operator creates a response to the customer message with respect to the customer message. Specifically, for example, the message analysis unit 22 sets keywords in advance and associates numerical values with each other, and sets the added value of the numerical values associated with each keyword included in the customer message as the message load. In addition, the message analysis unit 22 manages whether the operator is responding or has already responded to the customer message.

The storage unit 12 is a non-volatile storage medium such as a hard disk drive or a flash memory, and stores various information. The storage unit 12 is provided with a plurality of tables such as an operator management table 12A, a message management table 12B, and a customer management table 12C.

As shown in FIG. 3A, the operator management table 12A is an information table that stores information about each operator, and is provided with items such as "operator ID", "terminal ID", and "operator load". There is. The operator ID (Identifier) is a unique identifier assigned to the operator. This operator ID is configured as, for example, a character string in which numbers, characters, and the like are appropriately combined. The terminal ID is a unique identifier assigned to each of the plurality of operator terminals 5 (FIG. 1), and is configured as a character string in which, for example, numbers and characters are appropriately combined. In this terminal ID column, the terminal ID of the operator terminal 5 used by the operator is stored.

The operator load as load information represents the magnitude of the load of the operator by a numerical value (hereinafter, this is also referred to as numerical information), and the larger this numerical value is, the larger the load is applied to the operator. Indicates that it takes a long time to complete the work (that is, creating a new answer message, etc.). This operator load is calculated by adding, for example, the message load of all unanswered customer messages sent from the customer in a chat with all the customers assigned to the operator.

As shown in FIG. 3B, the message management table 12B is an information table that stores information about each message, and is a “message ID”, an “operator ID”, a “message load”, and a “message replying flag”. ] Is provided. The message ID (Identifier) is a unique identifier assigned to individually identify each message, that is, a customer message. This message ID is configured as, for example, a character string in which numbers, characters, and the like are appropriately combined.

The operator ID is an identifier for uniquely identifying each operator, as in the operator management table 12A (FIG. 3A). In this operator ID field, an operator ID representing an operator who has transmitted or received the message is stored. The message load is a value calculated by the message analysis unit 22 (FIG. 2).
The message replying flag is a flag (for example, “1” or “0”) given by the message analysis unit 22 (FIG. 2). The message replying flag is given "1" while the customer message is being sent to the operator. Further, the message replying flag is given "0" in the state where the reply message corresponding to the customer message is transmitted from the operator.
In this way, in the message management table 12B, as information about each message, a uniquely identifiable message ID, an operator who sent or received the message, a message load, and a message replying flag are stored in association with each other. Has been done.

The customer management table 12C is an information table that stores information about the customer, and is provided with items such as "customer ID" and "operator ID". The customer ID is a unique identifier that represents the customer. This customer ID is configured as, for example, a character string in which numbers, characters, and the like are appropriately combined. The operator ID is an identifier for uniquely identifying each operator, as in the operator management table 12A (FIG. 3 (A)) and the message management table 12B (FIG. 3 (B)). In this operator ID column, an operator ID assigned to the customer, that is, an operator ID representing an operator who chats with the customer is stored.

The communication unit 13 (FIG. 2) is a wired LAN (Local Area Network) conforming to a standard such as IEEE (Institute of Electrical and Electronics Engineers) 802.3u / ab, or IEEE802.11a / b / g / n / ac. It is an interface compliant with wireless LAN such as. The communication unit 13 transmits and receives information to and from the gateway device 2 and the operator terminal 5 via the network 6 (FIG. 1).

The chat server 4 connects to the customer terminal 9 via the network 6, the gateway device 2, and the Internet 8, and connects to the operator terminal 5 and the call control server 3 via the network 6.
Further, the chat server 4 transmits and receives information to and from the customer terminal 9, the operator terminal 5, and the call control server 3, and chats about the customer terminal 9, the operator terminal 5, and the call control server 3. Execute processing (for example, processing related to chat start request, processing related to chat relay, processing related to outbound, etc.).
Further, the chat server 4 has a CPU, a ROM, a RAM, a storage unit, and the like (not shown), and performs various processes by reading and executing various programs from the ROM and the storage unit.

The operator terminal 5 (FIG. 1) as an operator device is roughly divided into a control unit 31, a storage unit 32, a communication unit 33, a voice processing unit 34, a display unit 35, and a display unit 35, as shown in FIG. 4 in a schematic block diagram. It is composed of an operation unit 36. Like the control unit 11 (FIG. 2) of the call control server 3, the control unit 31 has a CPU, a ROM, a RAM, and the like (not shown), and reads and executes various programs from the ROM and the storage unit 32. Various processes are performed accordingly. Similar to the storage unit 12 (FIG. 2) of the call control server 3, the storage unit 32 is a non-volatile storage medium such as a hard disk drive or a flash memory, and stores various information. The storage unit 32 is provided with an identification information storage unit 32A.

The identification information storage unit 32A stores a terminal ID uniquely assigned to each operator terminal 5 in advance and an operator ID of an operator who operates the operator terminal 5. This operator ID is input as a user name or the like by the operator, for example, when the operator activates the operator terminal 5 and logs in. The terminal ID and the operator ID are transmitted to the call control server 3 (FIGS. 1 and 2) via the network 6 and stored in the operator management table 12A (FIG. 3) of the storage unit 12. Therefore, the call control server 3 can easily and accurately grasp which operator is using which operator terminal 5 by referring to the operator management table 12A.

Similar to the communication unit 13 (FIG. 2) of the call control server 3, the communication unit 33 (FIG. 4) is a wired LAN conforming to a standard such as IEEE802.3u / ab, or IEEE802.11a / b / g / n /. It is an interface compliant with wireless LAN such as ac. The communication unit 33 transmits and receives information to and from the gateway device 2 and the call control server 3 via the network 6 (FIG. 1).

The audio processing unit 34 has an A / D (Analog / Digital) conversion function, a D / A (Digital / Analog) conversion function, and the like, and mutually converts an analog audio signal and digital audio data. A headset having a speaker and a microphone is connected to the voice processing unit 34. This headset is worn on the operator's head and is used when talking to a customer or the like. The display unit 35 is, for example, a liquid crystal display, and displays various information by characters, figures, and the like and presents them to the operator. The operation unit 36 is, for example, a keyboard, a mouse, a touch pad, or the like, and accepts various input operations by the operator.

The network 6 (FIG. 1) is composed of, for example, various LAN (Local Area Network) cables, routers and switches, and network devices (not shown) such as wireless access points, and forms an intranet in the call center system 1. are doing. The network 6 transmits and receives various information between the connected devices.

The customer terminal 9 (FIG. 1) as a customer device is roughly divided into a control unit 51, a storage unit 52, a communication unit 53, a display unit 55, and an operation unit 56, as shown in FIG. 5 in a schematic block diagram. Has been done. The customer terminal 9 has a configuration similar to that of the operator terminal 5 (FIG. 4). Like the control unit 11 (FIG. 2) of the call control server 3, the control unit 31 has a CPU, a ROM, a RAM, and the like (not shown), and reads and executes various programs from the ROM and the storage unit 52. By doing so, various processes are performed. The storage unit 52 is a non-volatile storage medium such as a hard disk drive or a flash memory, like the storage unit 12 (FIG. 2) of the call control server 3, and stores various information.

Similar to the communication unit 13 (FIG. 2) of the call control server 3, the communication unit 53 is a wired LAN conforming to a standard such as IEEE802.3u / ab, or a wireless such as IEEE802.11a / b / g / n / ac. It is a LAN-compliant interface. The communication unit 33 mutually transmits and receives information to and from the gateway device 2 of the call center system 1 via the Internet 8 (FIG. 1). The display unit 55 is, for example, a liquid crystal display, and displays various information by characters, figures, or the like and presents it to the customer. The operation unit 56 is, for example, a keyboard, a mouse, a touch pad, or the like, and accepts various input operations by the customer.

[1-2. Chat sequence]
Next, a series of processes performed in the call center system 1 when responding to a chat from a customer will be described with reference to the chat sequence SQ1 of FIG. Here, it is assumed that the customer terminal 9 has started the routine RT1, the chat server 4 has started the routine RT2, the call control server 3 has started the routine RT3, and the operator terminal 5 has started the routine RT4. ..

First, in the chat sequence SQ1, the allocation sequence SQ11 is performed by the customer terminal 9, the chat server 4, the call control server 3, and the operator terminal 5. In this allocation sequence SQ11, when a customer terminal 9 operated by a customer requests the start of a new chat, the call control server 3 assigns any operator to the customer and chats between the operator and the customer. To start.

Next, in the chat sequence SQ1, the response sequence SQ12 is performed by the customer terminal 9, the chat server 4, the call control server 3, and the operator terminal 5. In this response sequence SQ12, when one customer message is transmitted from the customer terminal 9, one response message is transmitted from the operator terminal 5 in response to the transmission. Incidentally, in the chat sequence SQ1, the response sequence SQ12 is repeated once or twice or more.

Eventually, in the chat sequence SQ1, the end sequence SQ13 is performed by the customer terminal 9, the chat server 4, the call control server 3, and the operator terminal 5. In this end sequence SQ13, for example, when a predetermined operation for ending a chat is performed on the customer terminal 9, a predetermined chat end message is transmitted from the customer terminal 9, and when the call control server 3 receives this, this is notified. Notify the operator terminal 5 and disconnect the chat to end it. Along with this, the customer terminal 9 ends the routine RT1, the chat server 4 ends the routine RT2, the call control server 3 ends the routine RT3, and the operator terminal 5 ends the routine RT4.

[1-2-1. Response sequence]
Next, the response sequence SQ12 will be described with reference to FIG. When the response sequence SQ12 is started, the customer terminal 9, the chat server 4, the call control server 3 and the operator terminal 5 start routines RT11, RT12, RT13 and RT14, respectively.

First, in step SP111, the customer terminal 9 chats the customer message input by the customer via the operation unit 56 (FIG. 5) with the call center system 1 via the Internet 8, the gateway device 2, and the network 6 (FIG. 1). Send to server 4. When the chat server 4 receives the customer message from the customer terminal 9, the chat server 4 proceeds to step SP121 and transmits the customer message to the call control server 3 via the network 6 (FIG. 1).

When the call control server 3 receives the customer message from the chat server 4, the call control server 3 moves to step SP131, the call control unit 21 assigns a new unique message ID to the customer message, and the message analysis unit 22 (FIG. 2). ) Calculates the message load of the customer message. Further, the call control server 3 stores the message ID and the message load in the message management table 12B (FIGS. 2 and 3 (B)), and moves to the next step SP132.

In step SP132, the call control server 3 assigns the corresponding operator for the customer message by the call control unit 21 based on the message load.
Further, the message analysis unit 22 of the call control server 3 updates the operator load of the operator operating the operator terminal 5 (that is, the operator corresponding to the customer message), and updates the updated operator load in the operator management table 12A (FIG. 3 (A). )) And move to the next step SP133. At this time, the operator load after the update becomes a value that is increased by the message load of the customer message as compared with the value before the update. In other words, in this case, the value of the message load becomes the increase value of the operator load.

In step SP133, the call control server 3 transmits a customer message to the operator terminal 5 by the call control unit 21 via the communication unit 13 (FIG. 2) and the network 6 (FIG. 1).
Here, the call control server 3 sets the message ID and the message replying flag (for example, flag "1") by the message analysis unit 22 before or after transmitting the customer message to the operator terminal 5 in the message management table 12B. Store in (FIGS. 2 and 3 (B)).
When the operator terminal 5 receives the customer message from the call control server 3, the operator terminal 5 proceeds to step SP141, displays a chat display screen including an input field for the customer message and the answer message on the display unit 35 (FIG. 4), and then displays the following. Step SP142 of. At this time, the operator can visually check the contents of the chat display screen, grasp the contents of the customer message, and then consider the answer to the customer message.

In step SP142, the operator terminal 5 accepts the input of the reply message by the operator and transmits the reply message to the call control server 3. After that, the operator terminal 5 moves to the next step SP143 and ends the routine RT14.

When the call control server 3 receives the reply message from the operator terminal 5 by the call control unit 21, the message analysis unit 22 determines that this is a reply to the customer message. Further, the call control server 3 stores the message replying flag (for example, flag “0”) associated with this message ID in the message management table 12B (FIGS. 2 and 3 (B)) by the message analysis unit 22. , The next step is SP134.
Further, the call control server 3 updates the operator load of the operator who operates the operator terminal 5 by the call control unit 21, stores the updated operator load in the operator management table 12A (FIG. 3A), and then stores the updated operator load in the operator management table 12A (FIG. 3A). Step SP135. At this time, the operator load after the update is a value that is decreased by only the message load of the customer message transmitted in step SP133, that is, by the same value as the increase in step SP132, as compared with the value before the update. In other words, in this case, the message load value of the customer message is the operator load reduction value.

In step SP135, the call control server 3 transmits an answer message to the chat server 4 by the call control unit 21 via the communication unit 13 (FIG. 2) and the network 6 (FIG. 1). After that, the call control server 3 moves to the next step SP136 and ends the routine RT13.

When the chat server 4 receives the reply message from the call control server 3, the chat server 4 proceeds to step SP122 and transmits the reply message to the customer terminal 9 via the network 6, the gateway device 2, and the Internet 8. After that, the chat server 4 moves to the next step SP123 and ends the routine RT12.

When the customer terminal 9 receives the reply message from the chat server 4, the customer terminal 9 moves to step SP112, displays the reply message on the display unit 55 (FIG. 5), and then moves to the next step SP143 to end the routine RT11. Thus, the customer terminal 9, the chat server 4, the call control server 3, and the operator terminal 5 end the response sequence SQ12 and return to the original chat sequence SQ1 (FIG. 6).

As described above, in the response sequence SQ12, when the customer message is transmitted from the customer terminal 9, the message load according to the content of the customer message is added to the operator load, and the response message for the customer message is transmitted from the operator terminal 5. Then, the message load is subtracted from the operator load. From another point of view, the call control unit 21 of the call control server 3 has not transmitted the response message corresponding to the customer message from the operator terminal 5 among all the customer messages transmitted from the customer terminal 9. The operator load is calculated based on the message load calculated based on the content.

[1-2-2. Allocation sequence]
Next, the allocation sequence SQ11 (FIG. 6) will be described with reference to FIG. When the allocation sequence SQ11 is started, the customer terminal 9, the chat server 4, the call control server 3 and the operator terminal 5 start routines RT21, RT22, RT23 and RT24, respectively.

First, in step SP211, the customer terminal 9 is clicked by a customer operation via the operation unit 56 (FIG. 5), for example, a button provided on a predetermined web page and displayed as "start chat" is clicked. Then, the customer terminal 9 generates a chat start request and transmits it to the chat server 4 of the call center system 1 via the Internet 8, the gateway device 2, and the network 6 (FIG. 1). After that, the customer terminal 9 moves to the next step SP212 and ends the routine RT21.

When the chat server 4 receives the chat start request from the customer terminal 9, the chat server 4 proceeds to step SP221 and transmits the chat start request to the call control server 3 via the network 6 (FIG. 1). After that, the chat server 4 moves to the next step SP222 and ends the routine RT22.

When the call control server 3 receives the chat start request from the chat server 4, the call control server 3 proceeds to step SP231, acquires the operator load of each operator by referring to the operator management table 12A (FIG. 3A), and then obtains the operator load of each operator. Step SP232 of. In step SP232, the call control server 3 assigns one operator (hereinafter referred to as the operator in charge) who is in charge of chatting with the customer who operates the customer terminal 9 based on the operator load of each operator, and next Move to step SP233. Specifically, the call control server 3 selects the operator with the smallest operator load as the operator in charge.

In step SP233, the call control server 3 confirms the terminal ID of the operator terminal 5 used by the operator in charge by referring to the operator management table 12A (FIG. 3A). Then, the call control server 3 notifies the operator terminal 5 that the operator has been assigned to a new chat charge, and transmits a chat start request. After that, the call control server 3 moves to the next step SP234 and ends the routine RT23.

When the operator terminal 5 receives the notification and the chat start request from the call control server 3, the operator terminal 5 proceeds to step SP241, displays the content of the notification on the display unit 35 (FIG. 4), and executes a predetermined chat start process. , Starts a chat with the customer terminal 9 that has sent the chat start request. After that, the operator terminal 5 moves to the next step SP242 and ends the routine RT24. Thus, the customer terminal 9, the chat server 4, the call control server 3, and the operator terminal 5 end the allocation sequence SQ11 and return to the original chat sequence SQ1 (FIG. 6).

[1-3. Effect, etc.]
In the call center system 1 according to the first embodiment in the above configuration, when a customer message is transmitted from the customer to the operator in chat, the message load of the customer message is calculated. Further, in the call center system 1, the operator load of the operator is calculated and sequentially updated by adding the message loads in all the chats performed by the operators in parallel.

Then, in the call center system 1, when a chat start request is transmitted from the customer terminal 9 operated by the customer, the operator with the least operator load at that time is assigned as the operator in charge of the customer, and the chat is started. As a result, in the call center system 1, the operator having the smallest total message load in each of the parallel chats, that is, the time required to create the answer message in other chats is the shortest, and the customer terminal 9 is the fastest. The operator who can send the answer message can be appropriately selected as the responsible operator.

Thus, in the call center system 1, the load of each operator is calculated based on the content of the chat that each operator is in charge of, and then the operator in charge of the new chat is selected and assigned. Therefore, the load of each operator is assigned. It can be leveled, customer wait times can be kept short, and overall service quality can be improved.

From another point of view, in the call center system 1, the message load is calculated as a numerical value based on the content of the customer message. This message load represents the complexity of the content of the customer message and the amount of time and effort required to respond. Therefore, in the call center system 1, the load carried by each operator can be expressed as a numerical value by adding each message load of the customer in charge of each operator, and further, by comparing these with each other, The operator with the least load can be easily selected as the operator in charge.

As a result, in the call center system 1, problems such as a large load being applied to some operators, which may occur when a new chat charge is assigned based only on the number of chats in charge of each operator, occur. Can be avoided.

Further, in the call center system 1, each time a customer message is transmitted from the customer terminal 9 in the response sequence SQ12 (FIG. 7), the message load is calculated and then the operator load is calculated and updated. Therefore, in the call center system 1, when assigning the operator in charge in the allocation sequence SQ11 (FIG. 8), it is not necessary to calculate the operator load again, and each operator load can be immediately compared and the operator in charge can be selected and assigned. ..

According to the above configuration, in the call center system 1 according to the first embodiment, the message load of the customer message is calculated in the chat, and the operator load of each operator is calculated based on this. Further, in the call center system 1, when a chat start request is transmitted from the customer terminal 9, the operator with the smallest operator load is selected and assigned as the operator in charge. As a result, in the call center system 1, the total load in other parallel chats is the smallest, and the operator who can send the answer message earliest in the new chat can be appropriately selected as the operator in charge, and the load of each operator is leveled. The quality of service can be improved.

[2. Second Embodiment]
The call center system 301 according to the second embodiment (contact center system 301, FIG. 1) is a call control server 303 that replaces the call control server 3 and the operator terminal 5 as compared with the call center system 1 according to the first embodiment. And the operator terminal 305 is provided, but the other points are similarly configured.

The call control server 303 (FIG. 2) is different from the call control server 3 according to the first embodiment in that it has a control unit 311 instead of the control unit 11, but the other points are similarly configured. Has been done. The control unit 311 has a CPU, a ROM, a RAM, and the like (not shown) as in the control unit 11 according to the first embodiment, and by reading and executing various programs from the ROM and the storage unit 12, the control unit 311 has a CPU, a ROM, a RAM, and the like. Perform various processes. However, the control unit 311 is adapted to form a call control unit 321 in place of the call control unit 21 by reading and executing a predetermined chat program.

The operator terminal 305 (FIG. 4) is different from the operator terminal 5 according to the first embodiment in that it has a control unit 331 instead of the control unit 31, but is configured in the same manner in other respects. There is. Like the control unit 31, the control unit 331 has a CPU, a ROM, a RAM, and the like (not shown), and by reading and executing various programs from the ROM and the storage unit 32, the control unit 331 becomes one with the control unit 31. It is designed to perform different processing.

In this second embodiment, the chat sequence SQ1 (FIG. 6) is performed by the customer terminal 9, the chat server 4, the call control server 303, and the operator terminal 305, as in the first embodiment. However, in this second embodiment, the response sequence SQ22 and the allocation sequence SQ21 are performed instead of the response sequence SQ12 (FIG. 7) and the allocation sequence SQ11 (FIG. 8).

[2-1. Response sequence]
First, the response sequence SQ22 will be described with reference to FIG. 7 and FIG. 9 corresponding to FIG. When the response sequence SQ22 is started, the customer terminal 9, the chat server 4, the call control server 303 and the operator terminal 305 start routines RT11, RT12, RT33 and RT34, respectively. That is, the customer terminal 9 and the gateway device 2 each perform the same processing as the response sequence SQ12 (FIG. 7) in the first embodiment.

First, in step SP111, the customer terminal 9 chats the customer message input by the customer via the operation unit 56 (FIG. 5) with the call center system 1 via the Internet 8, the gateway device 2, and the network 6 (FIG. 1). Send to server 4. When the chat server 4 receives the customer message from the customer terminal 9, the chat server 4 proceeds to step SP121 and transmits the customer message to the call control server 303 via the network 6 (FIG. 1).

When the call control server 303 receives the customer message from the chat server 4, the call control server 303 proceeds to step SP331, assigns a new unique message ID to the customer message, and assigns a new unique message ID to the customer message, as in step SP131 in the first embodiment. The analysis unit 22 (FIG. 2) calculates the message load of the customer message. Further, the call control server 303 stores the message ID and the message load in the message management table 12B (FIGS. 2 and 3B) by the call control unit 321 and moves to the next step SP332.

In step SP332, the call control server 303 transmits the customer message to the operator terminal 305 by the call control unit 321 via the communication unit 13 (FIG. 2) and the network 6 (FIG. 1).
Here, the call control server 3 sets the message ID and the message replying flag (for example, flag “1”) by the message analysis unit 22 before or after transmitting the customer message to the operator terminal 305 in the message management table 12B. Store in (FIGS. 2 and 3 (B)).
That is, the call control server 303 does not calculate the operator load (step SP132) and transmits the message ID together with the customer message to the operator terminal 305 as compared with the first embodiment. ..

When the operator terminal 305 receives the customer message and the message ID from the call control server 303, the operator terminal 305 moves to step SP341 and displays a chat display screen including the customer message and the message ID, the input field of the reply message, and the like (FIG. 4). ) Is displayed, and the process proceeds to the next step SP342. At this time, the operator can visually check the contents of the chat display screen, grasp the contents of the customer message and the message ID of the customer message, and then consider the answer to the customer message.

In step SP342, the operator terminal 305 receives the input of the reply message by the operator and the message ID of the customer message corresponding to the reply message, and transmits the reply message and the message ID to the call control server 303. For example, when the operator collectively responds to a plurality of customer messages by one response message, the operator inputs a plurality of message IDs assigned to each of the plurality of customer messages together with the response message. After that, the operator terminal 305 moves to the next step SP343 and ends the routine RT34.

When the call control server 303 receives the answer message from the operator terminal 305 by the call control unit 321, the message analysis unit 22 determines that the answer is to a plurality of customer messages. Further, the call control server 303 uses the message analysis unit 22 to set a message replying flag (for example, flag “0”) associated with these plurality of message IDs in the message management table 12B (FIGS. 2 and 3 (B)). And move to the next step SP334.

In step SP334, the call control server 303 transmits the reply message to the chat server 4 by the call control unit 321 via the communication unit 13 (FIG. 2) and the network 6 (FIG. 1). After that, the call control server 303 moves to the next step SP335 and ends the routine RT33.

When the chat server 4 receives the reply message from the call control server 303, the chat server 4 proceeds to step SP122 and transmits the reply message to the customer terminal 9 via the network 6, the gateway device 2, and the Internet 8. After that, the chat server 4 moves to the next step SP123 and ends the routine RT12.

When the customer terminal 9 receives the reply message from the chat server 4, the customer terminal 9 moves to step SP112, displays the reply message on the display unit 55 (FIG. 5), and then moves to the next step SP143 to end the routine RT11. Thus, the customer terminal 9, the chat server 4, the call control server 303, and the operator terminal 305 end the response sequence SQ22 and return to the original chat sequence SQ1 (FIG. 6).

In this way, in the response sequence SQ22, when the customer message is transmitted from the customer terminal 9, the message load according to the content of the customer message is recorded in the message management table 12B, but the operator load is not calculated at this point. It has become like. Further, in the response sequence SQ22, even when the response message to the customer message is transmitted from the operator terminal 5, this is recorded in the message management table 12B, but the operator load is not calculated. Further, in the response sequence SQ22, when the operator inputs the response message, the message ID of the customer message is specified, and it is clearly indicated which customer message the response message corresponds to.

[2-2. Allocation sequence]
Next, the allocation sequence SQ21 (FIG. 6) will be described with reference to FIG. 10 corresponding to FIG. When the allocation sequence SQ21 is started, the customer terminal 9, chat server 4, call control server 303 and operator terminal 305 start routines RT21, RT22, RT43 and RT24, respectively. That is, the customer terminal 9, the chat server 4, and the operator terminal 305 each perform the same processing as the allocation sequence SQ11 (FIG. 8) in the first embodiment.

First, in step SP211, the customer terminal 9 is clicked by a customer operation via the operation unit 56 (FIG. 5), for example, a button provided on a predetermined web page and displayed as "start chat" is clicked. Then, the customer terminal 9 generates a chat start request and transmits it to the chat server 4 of the call center system 1 via the Internet 8, the gateway device 2, and the network 6 (FIG. 1). After that, the customer terminal 9 moves to the next step SP212 and ends the routine RT21.

When the chat server 4 receives the chat start request from the customer terminal 9, the chat server 4 proceeds to step SP221 and transmits the chat start request to the call control server 303 via the network 6 (FIG. 1). After that, the chat server 4 moves to the next step SP222 and ends the routine RT22.

Upon receiving the chat start request from the chat server 4, the call control server 303 proceeds to step SP431 and refers to the operator management table 12A (FIG. 3 (A)) and the message management table 12B (FIG. 3 (B)). Then, the call control server 303 calculates the operator load by totaling the message load for each operator who operates each operator terminal 305 by the call control unit 321 and calculates the operator load, which is calculated by the operator management table 12A (FIG. 3 (A)). ) Is updated, and the process proceeds to the next step SP432. At this time, the call control unit 321 receives, for example, a customer message transmitted from the customer terminal 9 in which a message ID is not specified from the operator terminal 305 (in the message management table 12B (FIGS. 2 and 3B)). The message replying flag associated with the message ID is the flag "1") is added to calculate each operator load. This means that each operator load is calculated by adding only the message load of the customer message that each operator has not answered.

In step SP432, the call control server 303 assigns one operator in charge of chatting with the customer terminal 9 that has transmitted the chat start request based on the operator load of each operator, and moves to the next step SP433. Specifically, the call control server 303 selects the operator with the smallest operator load as the operator in charge.

In step SP433, the call control server 303 confirms the terminal ID of the operator terminal 305 used by the operator in charge by referring to the operator management table 12A (FIG. 3A) again. Then, the call control server 303 notifies the operator terminal 5 that the operator has been assigned to a new chat charge, and transmits a chat start request. After that, the call control server 3 moves to the next step SP434 and ends the routine RT43.

When the operator terminal 305 receives the chat start request from the call control server 303, the operator terminal 305 proceeds to step SP241 and executes a predetermined chat start process to chat with the customer terminal 9 that has sent the chat start request. Start. After that, the operator terminal 305 moves to the next step SP242 and ends the routine RT24. Thus, the customer terminal 9, the chat server 4, the call control server 303, and the operator terminal 305 end the allocation sequence SQ21 and return to the original chat sequence SQ1 (FIG. 6).

[2-3. Effect, etc.]
In the above configuration, in the call center system 301 according to the second embodiment, when a customer message is transmitted from the customer to the operator in chat, the call control server 303 calculates the message load of the customer message and manages the message. It is stored in the table 12B (FIG. 3 (B)).

After that, in the call center system 301, when a chat start request is transmitted from the customer terminal 9 operated by the customer, each operator load is calculated based on the message load in all chats that each operator is in charge of. At that time, the operator with the least operator load is assigned to the operator in charge, and the chat is started.

As a result, in the call center system 301, as in the first embodiment, the operator who can send the answer message to the customer terminal 9 in the shortest time required to create the answer message in other chats can be sent. , Can be properly selected as the operator in charge.

Further, in the call center system 301, when the operator creates and sends an answer message, the message ID of the customer message corresponding to the answer message is specified (FIG. 9, step SP342). Therefore, in the call center system 301, when the operator collectively sends the answers to a plurality of customer messages and sends one answer message, by specifying each message ID, these customer messages are already answered, and the load of the operator is increased. Can be appropriately excluded when calculating. That is, in the call center system 301, the accuracy of calculating the operator load can be significantly improved.

Further, in the call center system 301, when a message is transmitted / received in the response sequence SQ22 (FIG. 9), the message load is calculated and stored in the message management table 12B (FIG. 3B), and each is stored in the allocation sequence SQ21 (FIG. 10). The operator load is calculated based on the message load. As a result, in the call center system 301, it is not necessary to update the operator load each time a message is sent and received, so that the processing load of the call control server 303 at the time of receiving the customer message is significantly increased as compared with the first embodiment. Can be reduced.

In other respects, the call center system 301 can exert the same effects as those in the first embodiment.

According to the above configuration, in the call center system 301 according to the second embodiment, the message load of the customer message is calculated and stored in the chat. Further, in the call center system 1, when a chat start request is transmitted from the customer terminal 9, the operator load of each operator is calculated based on each message load, the operator with the smallest operator load is selected, and the operator is assigned as the operator in charge. .. As a result, in the call center system 301, the operator who has the smallest total load in other parallel chats and can send the answer message earliest in the new chat can be appropriately selected. Further, in the call center system 301, since the message ID of the corresponding customer message is specified when the operator sends the reply message, the calculation accuracy of the operator load can be improved, and the load of each operator can be leveled with high accuracy.

[3. Third Embodiment]
As shown in FIG. 11 corresponding to FIG. 1, the call center system 501 (contact center system 501) according to the third embodiment is based on the first and second embodiments, from the call center side to the customer. Outbound chat is used to send messages related to outbound such as sales and solicitation by chat.

Therefore, the call center system 501 according to the third embodiment has a call control server 3 (303) and an operator terminal 5 (305) as compared with the call center system 1 (301) according to the first (second) embodiment. ) Is provided in place of the call control server 503 and the operator terminal 505, but the other points are similarly configured.
Here, the call control server 503 has a configuration related to outbound based on the call control server 3 (303).
Further, here, the operator terminal 505 processes a message related to outbound based on the operator terminal 5 (305).

As shown in FIG. 12, which corresponds to FIG. 2, the call control server 503 is based on the call control server 3 (303) in the first (second) embodiment, and is based on the control unit 511, the storage unit 512, and the communication. It is composed of a unit 13. Of these, the communication unit 13 is configured in the same manner as the call control server 3 (FIG. 2) in the first embodiment.

Like the control unit 11 (FIG. 2) of the call control server 3, the control unit 511 has a CPU, a ROM, a RAM, and the like (not shown), and reads and executes various programs from the ROM and the storage unit 512. Various processes are performed accordingly. Further, the control unit 511 reads and executes a predetermined outbound chat program, and internally, the call control unit 21 (30) based on the call control server 3 (303) according to the first (second) embodiment. 321) and the message analysis unit 22 (22) are formed. Further, in addition to these, the control unit 511 further forms an outbound chat management unit 521, a chat transmission / reception unit 522, and an operator allocation unit 523.

The outbound chat management unit 521 is configured to supply an outbound chat start instruction, which will be described later. The chat transmission / reception unit 522 transmits / receives a chat message to / from the customer terminal 9. The operator allocation unit 523 assigns (that is, distributes) the charge of the chat with the customer to any operator.

The storage unit 512 is a non-volatile storage medium such as a hard disk drive or a flash memory, like the storage unit 12 (FIG. 2) of the call control server 3, and stores various information. The storage unit 512 includes an operator management table 12A (12A), a message management table 12B (12B), and a customer management table 12C (12C) based on the storage unit 12 (12) in the first (second) embodiment. ), And a plurality of tables such as a destination information management table 512A and a message storage unit 512B are provided.

The destination information management table 512A stores information on the destination when transmitting a chat message, such as the IP address of the customer terminal 9 and the account of the customer who operates the customer terminal 9. The message storage unit 512B stores a message to be transmitted to the customer terminal 9.

[3-1. Chat sequence]
Next, a series of processes when an outbound chat is performed from the call center (contact center) side to the customer in the call center system 501 will be described with reference to the outbound chat sequence SQ5 shown in FIG. Here, the customer terminal 9 has started the routine RT1, the chat server 4 has started the routine RT2, the call control server 3 has started the routine RT3, and the operator terminal 5 has started the routine RT4. And.

First, in the chat sequence SQ5, the customer terminal 9, the chat server 4, the call control server 503, and the operator terminal 505 perform the allocation sequence SQ51 related to outbound. This allocation sequence SQ51 is a sequence different from the allocation sequence SQ11 (SQ21) of the first (second) embodiment.

In this allocation sequence SQ51, when the call control server 503 instructs to start a new outbound chat, the call control server 503 assigns any operator to the customer and starts a chat between the operator and the customer. Let me. The details of this allocation sequence SQ51 will be described later.

Next, in the chat sequence SQ5, the response sequence SQ52 is performed by the customer terminal 9, the chat server 4, the call control server 503, and the operator terminal 505. This response sequence SQ52 is a sequence similar to the response sequence SQ12 (SQ22) of the first (second) embodiment. In this response sequence SQ52, when one customer message is transmitted from the customer terminal 9, one response message is transmitted from the operator terminal 505 accordingly. Incidentally, in the chat sequence SQ5, the response sequence SQ52 is repeated once or twice or more.

Eventually, in the chat sequence SQ5, the end sequence SQ53 is performed by the customer terminal 9, the chat server 4, the call control server 503, and the operator terminal 505. This end sequence SQ53 is the same sequence as the end sequence SQ13 (SQ23) of the first (second) embodiment.

In this end sequence SQ53, for example, when a predetermined operation for ending a chat is performed on the customer terminal 9, a predetermined chat end message is transmitted from the customer terminal 9, and when the call control server 503 receives this, this is notified. Notify the operator terminal 505 and disconnect the chat to end it. Along with this, the customer terminal 9 ends the routine RT1, the chat server 4 ends the routine RT2, the call control server 503 ends the routine RT3, and the operator terminal 505 ends the routine RT4.

[3-2. Response sequence]
Next, the response sequence SQ52 related to outbound will be described with reference to FIGS. 14 and 15. Here, it is assumed that the customer terminal 9 has started the routine RT51 and the chat server 4 has started the routine RT52 in advance. Further, here, it is assumed that the chat transmission / reception unit 522, the operator allocation unit 523, and the outbound chat management unit 521 of the call control server 503 have started the routines RT53, RT54, and RT55, respectively, and the operator terminal 505 has started the routine RT56. ..

First, the outbound chat management unit 521 transmits an outbound chat start instruction to the chat transmission / reception unit 522 in step SP551.
When the chat transmission / reception unit 522 receives the start instruction of the outbound chat, it moves to step SP531, acquires the destination list from the destination information management table 512A (FIG. 12) of the storage unit 512, and moves to the next step SP532. Here, it is assumed that the IP address of the customer terminal 9 is acquired, for example.

In step SP532, the chat transmission / reception unit 522 acquires the start message from the message storage unit 512B of the storage unit 512, and moves to the next step SP533. This start message asks the customer whether it is okay to start a sales or solicitation chat.
In step SP533, the chat transmission / reception unit 522 transmits a start message to the chat server 4.

When the chat server 4 receives the start message from the call control server 503, the chat server 4 proceeds to step SP521 and transmits the start message to the customer terminal 9 in sequence via the network 6, the gateway device 2, and the Internet 8 (FIG. 11). When the customer terminal 9 receives the start message from the chat transmission / reception unit 522, the customer terminal 9 proceeds to step SP511, displays the start message on the display unit 55 (FIG. 5), and proceeds to the next step SP512.

In step SP512 (FIG. 15), when the customer terminal 9 receives an operation of accepting the start of chat by the customer via the operation unit 56, the customer terminal 9 generates a response message, and the Internet 8, the gateway device 2, and the network 6 (FIG. 11). Is sequentially transmitted to the chat server 4.
When the chat server 4 receives the response message from the customer terminal 9, the chat server 4 proceeds to step SP522 and transmits the response message to the chat transmission / reception unit 522 of the call control server 503.

When the chat transmission / reception unit 522 receives the response message from the chat server 4, the chat transmission / reception unit 522 proceeds to step SP534 and requests the operator allocation unit 523 to assign an operator.
Upon receiving the operator allocation request, the operator allocation unit 523 moves to step SP541, and similarly to the call control unit 21 (321) in the first (second) embodiment, the operator management table 12A (FIG. 12). Refer to. Then, the operator allocation unit 523 assigns an operator in charge of chat with the customer who operates the customer terminal 9 (hereinafter, this is referred to as an operator in charge), and moves to the next step SP542.

In step SP542, the operator allocation unit 523 notifies the chat transmission / reception unit 522 of information regarding the assigned operator. When the chat transmission / reception unit 522 receives the information about the operator in charge from the operator allocation unit 523, the chat transmission / reception unit 522 proceeds to step SP535 and notifies the operator terminal 505 operated by the operator in charge that a new person in charge of outbound chat has been assigned. .. At this time, the chat transmission / reception unit 522 also transmits the start message transmitted to the customer terminal 9 in step SP533 and the response message transmitted from the customer terminal 9 in step SP512 to the operator terminal 505.

When the operator terminal 505 is notified by the chat transmission / reception unit 522 that a new person in charge of outbound chat has been assigned, the operator terminal 505 moves to step SP561, and the person in charge of the new outbound chat is assigned or the customer terminal 9 transmits. The response message or the like is displayed on the display unit 35 (FIG. 4). Then, when the response message to the response message is input, the operator terminal 505 transmits the response message to the chat transmission / reception unit 522. In response to this, the chat transmission / reception unit 522 moves to the response sequence SQ52 (FIG. 13) and causes the operator terminal 505 and the customer terminal 9 to chat with each other.

After that, the customer terminal 9 ends the routine RT51 in step SP513, and the chat server 4 ends the routine RT52 in step SP523. Further, the chat transmission / reception unit 522, the operator allocation unit 523, and the outbound chat management unit 521 of the call control server 503 end routines RT53, RT54, and RT55 in steps SP536, SP543, and SP552, respectively. Further, the operator terminal 505 ends routine RT56 in step SP562.

As described above, the call center system 501 according to the third embodiment transmits a start message to the customer terminal 9 selected from the destination list, and when the response message is transmitted from the customer terminal 9, the operator allocation unit A chat is started between the operator terminal 505 of the operator assigned by 523 and the customer terminal 9. As a result, the call center system 501 can perform outbound business using chat instead of the conventional outbound business by telephone.

[4. Other embodiments]
In the first embodiment described above, the message analysis unit 22 (FIG. 2) calculates the added value of the numerical values associated with each keyword included in the customer message as the message load. Stated. However, the present invention is not limited to this, and a message is based on various factors such as the length of a customer message, the number of messages in a chat, or the average value of the message load in a past chat with the customer. The load may be calculated. The same applies to the second embodiment.

Further, in the first embodiment described above, the case where the message load is calculated each time the customer message is calculated and the operator load is calculated and updated based on the calculated message load has been described. Further, in the second embodiment, the case where the message load is calculated and stored each time the customer message is calculated and the operator load is calculated when a new chat is started has been described. However, the present invention is not limited to these, and the operator load may be calculated at various timings, for example, the operator load may be calculated at the timing when the processing load of the call control server 3 becomes low. Further, the message load may be calculated not only at the timing when the customer message is received but also at other timings. In short, it suffices if the latest operator load can be used when selecting and assigning the operator in charge.

Further, in the first embodiment described above, the case where the operator load is calculated based only on the message load has been described. However, the present invention is not limited to this, and the operator load may be calculated in consideration of, for example, the proficiency level of the operator, the elapsed time from the start of work on the day, the customer's history, and the like, in addition to the message load. The same applies to the second embodiment.

Further, in the first embodiment described above, the case where the operator load is calculated by adding the message load of the customer message in the chat in charge of each operator has been described (FIG. 7, step SP132). However, the present invention is not limited to this, for example, the first customer message is analyzed by the message analysis unit 22 (FIG. 2), and the content of the chat is based on the obtained analysis result in the "product purchase procedure" or "question for the product". , Or "complaints", and the chat load may be set based on this classification. In this case, the operator load can be calculated by adding the chat load. As a result, it is not necessary to calculate the message load and the operator load each time a customer message is received, so that the processing load of the call control server 3 can be reduced. Further, the operator load may be calculated by combining the chat load and the message load.

Further, in the first embodiment described above, the case where the operator load is immediately updated (that is, subtracted) when the response message is transmitted from the operator terminal 5 is described (FIG. 7, step SP134). However, the present invention is not limited to this, and the operator load may be updated after a predetermined time (for example, 30 seconds) has elapsed from the transmission of the reply message, for example. Further, the time until the operator load is updated may be changed based on the content of the reply message. This reduces the likelihood that the next chat will be assigned immediately after the operator composes and sends the response message, giving the operator time to prepare for the next task and giving him psychological leeway. be able to. The same applies to the second embodiment.

Further, in the first embodiment described above, the case where the customer message and the operator are associated with each other by providing the operator ID column in the message management table 12B (FIG. 3B) has been described. However, the present invention is not limited to this, and the customer message and the operator may be associated with each other, for example, by providing the message ID column in the operator management table 12A (FIG. 3A). In this case, a plurality of message IDs may be associated with one operator ID. The same applies to the second embodiment.

Further, in the second embodiment described above, when the operator creates an answer message and sends it to the call control server 303, the case where the message ID of the corresponding customer message is input and sent together with the answer message will be described. (FIG. 9, step SP342). However, the present invention is not limited to this, and for example, when the operator sends a message such as "We are investigating, please wait a moment" instead of a direct response to the customer message, do not enter and send the message ID. You may. In this case, the call control server 303 may exclude this message from the calculation of the operator load, and include it in the calculation of the operator load when a reply message to the customer message is sent later.

Further, in the first embodiment described above, when selecting the operator in charge, the case where the operator with the smallest operator load is selected and assigned is described (FIG. 8, step SP232). However, the present invention is not limited to this, for example, operators are divided into three groups based on the magnitude of the operator load, and among the operators belonging to the group with the smallest operator load, an operator randomly selected or the last operator. You may select the operator with the longest elapsed time since sending the reply message to. In short, operators may be selected and assigned based on various selection conditions based on the operator load. The same applies to the second embodiment.

Further, in the first embodiment described above, in the allocation sequence SQ11 (FIG. 8), after the operator in charge is selected and assigned, the operator is assigned to the operator terminal 5 in charge of a new chat. A case where the chat start request is sent together with notifying that is described (step SP233). However, the present invention is not limited to this, and for example, only a chat start request may be transmitted to the operator terminal 5 to notify that the operator of the operator terminal 5 has been selected as the operator in charge. The same applies to the second embodiment.

Further, in the first embodiment described above, in the allocation sequence SQ11 (FIG. 8), the call control server 3 acquires the operator load (step SP231), allocates the operator (step SP232), and notifies the allocation result (step SP233). ) Are performed in any case. However, the present invention is not limited to this, for example, a plurality of server devices (not shown) are provided in the call center system 1 and connected to each other by a network 6, and the operator load acquisition, operator allocation, and operation are performed by the plurality of server devices. Notification of the allocation result may be shared and executed as appropriate. The same applies to the second embodiment.

Further, in the first embodiment described above, a case where a chat is performed between the customer terminal 9 and the operator terminal 5, that is, between the customer and the operator, to and from each other, a message in a character string is transmitted and received. However, the present invention is not limited to this, and various other chats such as voice chat in which voice is exchanged with each other and video chat in which video is exchanged with each other may be performed between the customer terminal 9 and the operator terminal 5. good. In this case, it suffices if the operator load can be calculated by analyzing the contents of the voice chat and the video chat on the call control server 3. The same applies to the second embodiment.

Further, in the first embodiment described above, a case where a customer message is transmitted from the chat server 4 to the call control server 3 and transmitted from the call control server 3 to the operator terminal 5 has been described (FIG. 7). However, the present invention is not limited to this, and for example, a customer message may be transmitted from the gateway device 2 to both the call control server 3 and the operator terminal 5. As a result, the processing load of the call control server 3 can be reduced.

Further, in the first embodiment described above, the case where the Internet 8 and the network 6 are connected to each other by the gateway device 2 has been described (FIG. 1). However, the present invention is not limited to this, and the Internet 8 and the network 6 may be connected to each other by, for example, a chat server 4. In this case, it suffices if the chat server 4 can realize the same function as the gateway device 2. The same applies to the second embodiment.

Further, in the third embodiment described above, the case where the chat transmission / reception unit 522 is formed as a functional block in the control unit 511 (FIG. 12) of the call control server 503 has been described. However, the present invention is not limited to this, for example, the chat server 4 (FIG. 1) in the first embodiment is provided to connect to the network 6, and each process of the chat transmission / reception unit 522 in the chat sequence SQ5 (FIG. 13) is performed. The chat server 4 may execute it.

Further, in the first embodiment described above, the call control unit 21 and the message analysis unit 22 are used as functional blocks by software by executing a predetermined chat program in the control unit 11 (FIG. 2) of the call control server 3. The case of configuration was described. However, the present invention is not limited to this, and for example, at least one of the call control unit 21 and the message analysis unit 22 may be configured by hardware. The same applies to the second embodiment.

Further, in the first embodiment described above, the call control server 3 reads and executes a predetermined chat program stored in advance in the ROM or the storage unit 12 of the control unit 11 (FIG. 2) to block the function. The case where the call control unit 21 and the message analysis unit 22 are formed and various processes are executed has been described. However, the present invention is not limited to this, and can be called by, for example, downloading from an external server (not shown) via a predetermined network, or reading from a storage medium such as a USB (Universal Serial Bus) memory (not shown). The control server 3 may acquire and execute the chat program.

Furthermore, the present invention is not limited to each of the above-described embodiments and other embodiments. That is, the scope of the present invention extends to an embodiment in which each of the above-described embodiments and a part or all of the above-mentioned other embodiments are arbitrarily combined, and an embodiment in which a part is extracted. Is.

Further, in the above-described embodiment, the case where the call control server 3 as the processing device is configured by the call control unit 21 as the acquisition unit, the allocation unit, and the notification unit has been described. However, the present invention is not limited to this, and the processing device may be configured by an acquisition unit having various other configurations, an allocation unit, and a notification unit.

[5. Addendum]
The following additional notes are further disclosed with respect to the above-described embodiment.

In the processing apparatus of the present invention, an acquisition unit that indicates the processing load of each operator using each of the plurality of operator devices and acquires a plurality of load information including numerical information, and the numerical information is larger than other numerical information. The assignment unit that assigns the operator associated with the small load information as the responsible operator in charge of sending and receiving messages to and from the customer device, and the operator device used by the responsible operator are assigned the responsibility of the customer device. A notification unit is provided to notify the fact.

Further, in the program of the present invention, the computer indicates the processing load of each operator who uses a plurality of operator devices, and the acquisition unit acquires a plurality of load information including the numerical information, and the numerical information is another numerical value. The person in charge of the customer device assigns an operator associated with load information smaller than the information as the operator in charge of sending and receiving a message to and from the customer device, and the operator device used by the operator in charge. Changed to function as a notification part to notify that it was assigned.

Further, in the operator allocation method of the present invention, which is an operator allocation method of a processing device, the processing device indicates a processing load of each operator who uses each of the plurality of operator devices, and a plurality of load information including numerical information. By the acquisition step to acquire, the assignment step to assign the operator associated with the load information whose numerical information is smaller than other numerical information as the responsible operator in charge of sending and receiving messages to and from the customer device, and the responsible operator. It now has a notification step to notify the operator equipment used that the person in charge of the customer equipment has been assigned.

In the present invention, an operator whose load information is smaller than the load information of other operators is assigned as a responsible operator based on the load information expressing the processing load of each operator by numerical information. As a result, according to the present invention, an operator having a relatively small processing load at that time and having a surplus capacity can be assigned to the person in charge, so that the load can be leveled among the operators and the deterioration of the service quality can be prevented.

According to the present invention, it is possible to realize a processing device, a program, and an operator allocation method that appropriately assigns a person in charge according to the load of each operator.

The present invention can be used, for example, in a call center system (contact center system) in which an operator sends and receives a message to and from a customer by chat, in a call control server that assigns an operator corresponding to the customer.

1, 301, 501 ... Call center system (contact center system), 2 ... Gateway device, 3, 303, 503 ... Call control server, 5, 305, 505 ... Operator terminal, 9 ... Customer terminal, 11, 311 511 ... Control unit, 12, 512 ... Storage unit, 12A ... Operator management table, 12B ... Message management table, 12C ... Customer management table, 21, 321 ... Call control unit, 22 ... Message Analysis unit, 31, 331 ... Control unit, 32 ... Storage unit, 32A ... Identification information storage unit, 33 ... Communication unit, 34 ... Voice processing unit, 35 ... Display unit, 36 ... Operation unit, 51 ... Control unit, 52 ... Storage unit, 53 ... Communication unit, 55 ... Display unit, 56 ... Operation unit, 512A ... Destination information management table, 512B ... Message storage unit, 521 ... Outbound Chat management unit, 522 ... Chat transmission / reception unit, 523 ... Operator allocation unit, SQ1 ... Chat sequence, SQ11, SQ21, SQ51 ... Assignment sequence, SQ12, SQ22, SQ52 ... Response sequence, SQ5 ... Outbound chat sequence ..

Claims (14)

An acquisition unit that shows the processing load of each operator that uses a plurality of operator devices and acquires a plurality of load information including numerical information.
An allocation unit that assigns the operator associated with the load information whose numerical information is smaller than other numerical information as the operator in charge of sending and receiving a message to and from the customer device.
A processing device including a notification unit that notifies the operator device used by the responsible operator that the person in charge of the customer device has been assigned. The processing device according to claim 1, further comprising a load calculation unit that calculates the numerical information of the load information based on the content of the customer message, which is the message transmitted from the customer device. The load calculation unit receives the load information based on the contents of all the customer messages transmitted from the customer device to the operator device, the response message to the customer message not being transmitted from the operator device. The processing apparatus according to claim 2, wherein the numerical information is calculated. The processing device according to claim 2, wherein the load calculation unit increases the numerical information of the load information when the customer message is transmitted from the customer device to the operator device. When the customer message is transmitted from the customer device to the operator device, the load calculation unit is characterized in that the numerical information of the load information is increased by using a value based on the content of the customer message as an increasing value. The processing apparatus according to claim 4. The processing device according to claim 2, wherein the load calculation unit reduces the numerical information of the load information when a response message to the customer message is transmitted from the operator device to the customer device. When the response message to the customer message is transmitted from the operator device to the customer device, the load calculation unit reduces the numerical information of the load information by using a value based on the content of the customer message as a decreasing value. The processing apparatus according to claim 6, wherein the processing apparatus is used. When a plurality of the customer messages are transmitted from the customer device to the operator device and then response messages to the plurality of the customer messages are transmitted from the operator device to the customer device, the load calculation unit may perform the plurality. The processing apparatus according to claim 6, wherein the numerical information of the load information is reduced by using a value based on the content of the customer message as a reduction value. 6. The load calculation unit is characterized in that the numerical information of the load information is reduced after a lapse of a predetermined time after the response message to the customer message is transmitted from the operator device to the customer device. The processing apparatus described in. The processing device according to claim 1, wherein the allocation unit allocates the operator having the smallest numerical information as the operator in charge. The allocation unit is characterized in that a plurality of the operators are divided into a plurality of groups based on the size of the numerical information, and the operator in charge is assigned from the operators belonging to the group having the smallest numerical information. The processing apparatus according to claim 1. Among the operators belonging to the group having the smallest numerical information, the operator having the longest elapsed time since the last transmission of the message from the operator device to the customer device is assigned as the responsible operator. The processing apparatus according to claim 11. Computer,
An acquisition unit that shows the processing load of each operator that uses a plurality of operator devices and acquires a plurality of load information including numerical information.
An allocation unit that assigns the operator associated with the load information whose numerical information is smaller than other numerical information as the operator in charge of sending and receiving a message to and from the customer device.
A program for causing the operator device used by the responsible operator to function as a notification unit for notifying that the person in charge of the customer device has been assigned. It is an operator allocation method for processing equipment.
The processing device is
An acquisition step that indicates the processing load of each operator that uses a plurality of operator devices and acquires a plurality of load information including numerical information.
An allocation step in which the operator associated with the load information whose numerical information is smaller than the other numerical information is assigned as the operator in charge of sending and receiving a message to and from the customer device.
An operator allocation method comprising a notification step for notifying the operator device used by the responsible operator that a person in charge of the customer device has been assigned.

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