JP2024006610A - Call center device, program, call center system, and processing method - Google Patents

Abstract

To provide a technique of improving a business efficiency of an operator in a call center without deteriorating a service.SOLUTION: A call center device comprises: a customer information management part that extracts identification information of a customer terminal by searching a customer information database that is provided via a communication network to an acquisition data acquirement device for acquiring a telemetry data from the customer terminal and an operator terminal so as to be connected, and stores the customer information with the identification information of the customer terminal, and a database on the basis of the customer information received from the operator terminal; a telemetry acquisition part that acquires the telemetry data related to the customer terminal from the data acquisition device on the basis of the identification information; and a prediction part that predicts an inquiry content of a customer on the basis of the telemetry data. The information based on the telemetry data acquired by the telemetry data acquisition part and the inquiry content predicted by the prediction part are transmitted to the operator terminal and are displayed.SELECTED DRAWING: Figure 1

Description

The present invention relates to a call center device, a program, a call center system, and a processing method.

At a call center that accepts inquiries regarding terminal devices such as smartphones and mobile phones, operators listen to the details of the customer's inquiry about trouble and the status of the device, estimate the cause of the problem, and instruct the customer on how to operate the device. This will lead to a solution.

An example of a technology related to support for mobile devices is Patent Document 1.

Patent No. 6396887

It is not easy for a call center operator to accurately grasp the content of a customer's inquiry and the status of the terminal from a telephone conversation or chat with the customer, and to suggest appropriate countermeasures. Problems are often resolved through trial and error, with operators repeating questions to customers and operating instructions on terminals several times. However, if such trial and error is repeated, the response time will become longer, and both the operator and the customer may become exhausted, leading to a decrease in service. Furthermore, the operator's work efficiency may be reduced due to the waiting time while the customer is operating the terminal.

The present invention has been made in view of the circumstances described above, and provides a call center device, a program, a call center system, and a processing method that can improve the work efficiency of call center operators without causing a decline in service. This is one of the purposes.

A call center device that is one aspect of the present invention includes a data acquisition device that acquires telemetry data from a customer terminal that is a terminal device used by a customer, and stores it in association with identification information of the customer terminal, and a data acquisition device that responds to inquiries from the customer. A communication interface that is connectable to an operator terminal, which is a terminal device used by an operator, via a communication network, and that transmits and receives data between the data acquisition device and the operator terminal via the communication network. a customer information database that stores information regarding the customer together with identification information of the customer terminal; and receiving information regarding the customer from the operator terminal and searching the customer information database based on the information regarding the customer. a customer information management unit that extracts identification information of a customer terminal; a telemetry data acquisition unit that acquires telemetry data regarding the customer terminal from the data acquisition device based on the identification information of the customer terminal; a prediction unit that predicts the content of the customer's inquiry based on the acquired telemetry data, and the information based on the telemetry data acquired by the telemetry data acquisition unit and the inquiry content predicted by the prediction unit. is transmitted to the operator terminal and displayed.

According to the present invention, it is possible to improve the work efficiency of a call center operator without causing a decline in service.

1 is a diagram showing a configuration example of a call center system according to an embodiment of the present invention. It is a diagram showing the hardware configuration of a data acquisition device and a call center device. It is a diagram showing an example of the hardware configuration of an operator terminal. FIG. 2 is a diagram showing an example of a functional block configuration of a data acquisition device. It is a diagram showing an example of a functional block configuration of a call center device. It is a figure which illustrates the data stored in the memory|storage part of a call center apparatus. FIG. 3 is a schematic diagram for explaining an example of learning in a predictive model. It is a figure showing an example of functional block composition of an operator terminal. It is a figure showing an example of a customer management screen displayed on an operator terminal. FIG. 2 is a sequence diagram showing processing in a call center system.

Embodiments of the present invention will be described in detail below with reference to the drawings. Note that the same elements are given the same reference numerals and redundant explanations will be omitted. In the following, an example will be described in which the call center system is applied to a call center that receives inquiries regarding malfunctions, operations, etc. of smartphones, but the present embodiment is not limited thereto. The call center system according to the present embodiment is applicable to general call centers that provide support for so-called IoT home appliances or smart home appliances, such as speakers and vacuum cleaners that are connected to a communication network, in addition to mobile terminals such as smartphones and mobile phones. Can be applied.

<System configuration>
FIG. 1 is a diagram showing a configuration example of a call center system according to an embodiment of the present invention. A call center system 1 according to the present embodiment is a system for receiving inquiries regarding a customer terminal 10, which is a terminal device used by a customer, and providing support to the customer. The customer terminal 10 is connected to a data acquisition device 20 via a communication network N. The call center system 1 according to the present embodiment includes a call center device 30 that is connectable to the data acquisition device 20 via a communication network N, and an operator terminal 40 that is connectable to the call center device 30.

The communication network N is a communication network capable of mutually transmitting and receiving information between the data acquisition device 20 and the call center device 30, and between the call center device 30 and the operator terminal 40, and includes the Internet, LAN, private line, and telephone. It may be a line, an in-house network, a mobile communication network, Bluetooth, Wi-Fi (Wireless Fidelity), another communication line, or a combination thereof, and it does not matter whether it is wired or wireless.

The customer terminal 10 is a device with a communication function that is connected to the communication network N and used. Specifically, the customer terminal 10 may include an information processing device such as a smartphone, a personal computer (PC), or a notebook PC, or a communication device such as a mobile phone. Alternatively, the customer terminal 10 may include a so-called IoT home appliance or smart home appliance, such as a speaker, a vacuum cleaner, a cooking appliance, etc., which is used by being connected to the communication network N.

The data acquisition device 20 is a server device that acquires telemetry data from the customer terminal 10 and stores it in association with identification information of the customer terminal 10. Telemetry data refers to data collected for monitoring the status of the customer terminal 10, and specifically includes information regarding the power supply (charging, discharging, etc.), information regarding the communication status (radio wave status signal: within range, out of range, etc.). , strength, etc.), memory usage status, setting or change events of various setting values, startup and/or termination events of applications installed on the customer terminal 10, application operation details and/or operation history, application installation date and time. , website access information, occurrence and/or end times of various events, location information (GPS), and detection data by a sensor (for example, an acceleration sensor) provided in the customer terminal 10.

Here, in the customer terminal 10, it is possible to set whether or not to collect telemetry data and the telemetry data that can be collected. get. The data acquisition device 20 may continuously acquire telemetry data from the customer terminal 10, or may acquire it in a snapshot manner at a predetermined period. Furthermore, the data acquisition device 20 may store only telemetry data acquired within a predetermined period (for example, within the most recent one day) and sequentially delete old telemetry data when new telemetry data is received. good.

The call center device 30 is a device used in the call center system 1. The call center device 30 acquires telemetry data from the data acquisition device 20 based on various information and requests received from the operator terminal 40, and based on the telemetry data, the content of the inquiry from the user (customer) of the customer terminal 10. Execute processing such as predicting.

These data acquisition device 20 and call center device 30 may be configured from one or more information processing devices, or may be configured using a virtual server running on a hypervisor. However, it may be configured using a cloud server.

The operator terminal 40 is a terminal device used by an operator who responds to inquiries from customers at a call center or the like. Note that a plurality of operator terminals 40 may be provided in the call center system 1.

<Hardware configuration>
FIG. 2 is a diagram showing an example of the hardware configuration of the data acquisition device 20 and the call center device 30. The data acquisition device 20 and the call center device 30 are configured by, for example, a computer with high processing power. The data acquisition device 20 and the call center device 30 include processors 21 and 31 such as a CPU (Central Processing Unit) and a GPU (Graphical Processing Unit), memory, and storage such as an HDD (Hard Disk Drive) and/or an SSD (Solid State Drive). It has devices 22, 32, communication interfaces (IF) 23, 33 for performing wired or wireless communication, input devices 24, 34 for accepting input operations, and display devices 25, 35 for displaying information. The input devices 24 and 34 are, for example, a keyboard, a touch panel, a mouse, or the like. The display devices 25 and 35 are, for example, liquid crystal displays or organic EL displays.

FIG. 3 is a diagram showing an example of the hardware configuration of the operator terminal 40. As shown in FIG. The operator terminal 40 is configured by, for example, a computer such as a personal computer (PC), a notebook PC, or a tablet terminal. The operator terminal 40 includes a processor 41 such as a CPU (Central Processing Unit) and a GPU (Graphical Processing Unit), a memory, a storage device 42 such as an HDD (Hard Disk Drive) and/or an SSD (Solid State Drive), and wired or wireless communication. It has a communication interface (IF) 43 for performing this, an input device 44 for accepting input operations, and a display device 45 for displaying information. The input device 44 is a keyboard, touch panel, mouse, or the like. The display device 45 is a liquid crystal display, an organic EL display, or the like. Further, the operator terminal 40 may further include a microphone 46 that accepts voice input, a speaker 47 that outputs voice, and a camera 48 that captures images.

<Functional block configuration>
FIG. 4 is a diagram showing an example of the functional block configuration of the data acquisition device 20. As shown in FIG. The data acquisition device 20 includes a storage section 200 that stores telemetry data 201, a communication section 211, a telemetry data management section 212, and a telemetry data extraction section 213.

Among these, the storage unit 200 can be realized using the storage device 22 included in the data acquisition device 20. The communication unit 211 can be realized using the communication interface 23 included in the data acquisition device 20. Further, the telemetry data management section 212 and the telemetry data extraction section 213 can be realized by the processor 21 of the data acquisition device 20 executing a program stored in a storage device. Note that the program can be stored in a storage medium. The storage medium storing the program may be a non-transitory computer readable medium. The non-temporary storage medium is not particularly limited, but may be a storage medium such as a USB memory or a CD-ROM.

The telemetry data management unit 212 manages the timing and period of receiving telemetry data from the customer terminal 10, and stores the received telemetry data in the storage unit 200 in association with identification information of the customer terminal 10 (hereinafter referred to as terminal ID). . As the terminal ID, for example, an IMEI (International Mobile Equipment Identifier) or an IP address can be used. Further, the telemetry data management unit 212 manages the storage period of telemetry data in the storage unit 200.

The telemetry data extraction unit 213 extracts telemetry data regarding a specific customer terminal 10 in response to a request from the call center device 30, and causes the communication unit 211 to transmit the telemetry data to the call center device 30.

FIG. 5 is a diagram showing an example of the functional block configuration of the call center device 30. As shown in FIG. The call center device 30 includes a storage section 300, a communication section 311, a customer information management section 312, a telemetry data acquisition section 313, and a prediction section 314. Further, the call center device 30 may further include an inquiry history management section 315 and a predictive model creation section 316.

The storage unit 300 can be realized using the storage device 32 included in the call center device 30. The communication unit 311 can be realized using the communication interface 33 included in the call center device 30. Further, the customer information management section 312 , the telemetry data acquisition section 313 , the prediction section 314 , the inquiry history management section 315 , and the prediction model creation section 316 are stored in the processor 31 of the call center device 30 in the storage device 32 . This can be achieved by running a program. Note that in the call center device 30 as well, the program can be stored in a storage medium.

The storage unit 300 stores a customer information database (DB) 301, an inquiry history database (DB) 302, telemetry data 303, and a prediction model 304. FIG. 6 is a diagram illustrating data stored in the storage unit 300.

The customer information database 301 stores information regarding customers who use the customer terminal 10 (hereinafter referred to as customer information) together with the terminal ID of the customer terminal 10. The customer information includes customer (contractor) identification information (hereinafter referred to as customer ID), personal identification information such as name, telephone number and date of birth, and information such as the model name and period of use of the customer terminal 10 in use. . Note that all or part of the information stored in the customer information database 301 may be stored in another information processing device that can communicate with the call center device 30. The call center device 30 may obtain information regarding the customer by accessing the other information processing device as necessary.

The inquiry history database 302 stores history information regarding inquiries from customers (hereinafter referred to as inquiry history information). The inquiry history information includes information such as the customer ID and terminal ID of the customer making the inquiry, the date and time of the inquiry, the contents of the inquiry, the contents of the response to the inquiry, and the ID of the operator who responded.

The content of the inquiry is not particularly limited, and may include matters related to a physical failure or communication failure of the customer terminal 10, matters related to operations or settings on the customer terminal 10, matters related to operations or settings of a specific application installed on the customer terminal 10, etc. Contains a wide range of content. Specific examples of inquiries include how to receive and make calls, how to set up a voicemail, how to open carrier mail, how to sort incoming mail to a spam folder, how to delete mail, how to add, edit, and delete contacts, In addition to how to send and receive messages, setting to refuse reception, attaching photos, adding destinations, saving photos and videos, Wi-Fi settings, Bluetooth (registered trademark) settings, etc., how to add friends in the talk app and save conversations. Examples include how to use and configure a specific application.

Telemetry data 303 is telemetry data for a predetermined period regarding a specific customer terminal 10 that call center device 30 has acquired from data acquisition device 20 . Telemetry data is stored in association with the terminal ID.

The prediction model 304 is a mathematical model constructed to predict the content of inquiries made by customers using the customer terminal 10. When the predictive model 304 receives feature amounts extracted or calculated from the telemetry data of the customer terminal 10, it predicts and outputs the content of the inquiry. The predicted inquiry contents may be the above-mentioned inquiry contents grouped into categories with a certain level of granularity, or may be detailed contents obtained through actual customer service by the operator.

Such a prediction model 304 compares the actual inquiry content (inquiry history information) with telemetry data acquired during a predetermined period before the time of the inquiry, and calculates the state of the customer terminal 10 indicated by the telemetry data. It can be constructed by learning patterns of inquiry contents.

Examples of mathematical models include a method of looking at time-series correlations between various events extracted from telemetry data and inquiry content. Alternatively, the predictive model 304 may be constructed using commonly used machine learning such as decision tree-based gradient boosting, Factorization-Machine, and deep learning.

The customer information management unit 312 manages new registration and updating of customer information in the customer information database 301 based on customer information received from the operator terminal 40 . Further, the customer information management unit 312 searches the customer information database 301 based on the customer information received from the operator terminal 40 to extract the terminal ID of the customer terminal 10 used by the customer making the inquiry.

The telemetry data acquisition unit 313 acquires telemetry data regarding the customer terminal 10 from the data acquisition device 20 based on the terminal ID extracted by the customer information management unit 312. The range for acquiring telemetry data can be set as appropriate, such as the last 30 minutes, one hour, several hours, the previous day, etc.

The prediction unit 314 predicts the content of the customer's inquiry based on the telemetry data acquired by the telemetry data acquisition unit 313. Specifically, the prediction unit 314 extracts or calculates predetermined feature amounts from the telemetry data, and inputs these feature amounts to the prediction model 304 to obtain a prediction result of the inquiry content.

The feature values input to the prediction model 304 include the occurrence frequency and occurrence status of various events in telemetry data (communication status, memory status, etc.), or methods used in natural language processing such as TF-IDF from event sequences. You can use the amount calculated by Alternatively, an amount representing a transition pattern between multiple applications installed on the customer terminal 10 may be used as the feature amount. In this case, the prediction model 304 can predict content related to a specific application related to a characteristic transition pattern as the content of the inquiry.

The prediction unit 314 may predict the content of the inquiry and calculate the accuracy of the predicted content of the inquiry. Further, the prediction unit 314 may predict the content of a plurality of inquiries. In this case, the call center device 30 may transmit the plurality of inquiries and the accuracy of each inquiry to the operator terminal 40, and display the plurality of inquiries in descending order of accuracy.

The inquiry history management unit 315 manages recording and updating of information in the inquiry history database 302. Specifically, the inquiry history management unit 315 receives a report in which the contents of the customer's inquiry and the operator's response, etc. are recorded, from the operator terminal 40, and stores the information such as the contents of the inquiry recorded in the report as the customer ID and It is stored in the inquiry history database 302 together with the terminal ID. Thereby, the content of the inquiry from the customer is associated with the telemetry data acquired by the telemetry data acquisition unit 313 via the terminal ID.

The predictive model creation unit 316 constructs or reconstructs the predictive model 304 using the inquiry history information and telemetry data stored in the inquiry history database 302. In detail, the predictive model creation unit 316 collates the inquiry history database 302 and the telemetry data 303, and collects telemetry data corresponding to the content of the inquiry, that is, telemetry data acquired during a predetermined period before the time of the inquiry. Extract. Then, the prediction model 304 is made to learn the state of the customer terminal 10 and patterns of various events corresponding to the content of the inquiry.

FIG. 7 is a schematic diagram for explaining an example of learning in the prediction model 304, and shows the transition history of applications used by four customers (Mr. A to Mr. D) on their respective customer terminals 10. There is. In this example, it is assumed that Mr. A to Mr. D have inquired about adding friends in the talk app (app name "L Talk"). As shown in Figure 7, in the telemetry data of Mr. A to Mr. D, there is a common transition from "L Talk" chat to "L Talk" account, and then back to "L Talk" chat again. You can see the pattern. Therefore, if a similar transition pattern is seen in the telemetry data, it can be inferred that the customer is having trouble adding friends in "L Talk".

As shown in the example shown in FIG. 7, learning the transition patterns (operation transition patterns) within the same application is not limited to learning the operation transition patterns between multiple applications. A model that can predict the contents of the inquiry may be constructed. Further, the application may include an OS (Operating System), and the operation transition pattern may include operations on the OS. For example, perform operation 1 in telephone application A, perform operation 2 to return to the OS home screen, perform operation 3 in Web application B, perform operation 4 to return to the OS home screen, return to telephone application A, and perform operation 5. If a transition pattern is seen in which the customer performs the following steps, it may be assumed that the customer is having trouble making a call. Furthermore, we will learn transition patterns between multiple applications by combining events such as changes in various settings, battery status, screen on/off settings, and Wi-Fi on/off settings. Good too.

Alternatively, the predictive model creation unit 316 may construct a predictive model of the inquiry content by causing a machine learning algorithm to learn the inquiry content and telemetry data corresponding to the inquiry content as training data.

FIG. 8 is a diagram showing an example of the functional block configuration of the operator terminal 40. The operator terminal 40 includes a storage section 400, a communication section 411, a display control section 412, an input reception section 413, and a report creation section 414.

The storage unit 400 can be realized using the storage device 42 included in the operator terminal 40. The communication unit 411 can be realized using the communication interface 43 included in the operator terminal 40. Further, the display control section 412, the input reception section 413, and the report creation section 414 can be realized by the processor 41 of the operator terminal 40 executing a program stored in the storage device 42.

The display control unit 412 controls the screen display on the display device 45. Specifically, the display control unit 412 causes the display device 45 to display a customer management screen for allowing the operator to input information regarding the customer making the inquiry and for presenting the predicted contents of the inquiry to the operator. The customer management screen may be configured on the operator terminal 40 side based on a program stored in the storage device 42, or may be displayed using a web browser based on data sent from the call center device 30. It may be something that is done.

The input receiving unit 413 receives a signal corresponding to an operation on the input device 44, and executes an operation on the customer management screen or displays information on the screen in response to the signal.

The report creation unit 414 automatically creates a report regarding customer inquiries based on information input into the customer management screen.

FIG. 9 is a diagram showing an example of a customer management screen displayed on the operator terminal 40. As shown in FIG. 9, the customer management screen M1 is provided with a contractor information display field m11, a telemetry information display field m12, an inquiry prediction display field m13, and an inquiry content input field m14.

The contractor information display column m11 is an area where information (for example, name) regarding the customer (contractor) making the inquiry is displayed.

The telemetry information display column m12 is an area where telemetry information, which is information representing the state of the customer terminal 10, is displayed. Telemetry information is generated based on telemetry data that call center device 30 has acquired from data acquisition device 20 . The telemetry information displayed in the telemetry information display field m12 includes, for example, the model and unique symptoms of the customer terminal 10, the OS version, the period of use of the customer terminal 10, the number of times installed applications have been started, and newly installed applications. and its timing.

The predicted inquiry display field m13 is an area in which the contents of the predicted inquiry in the call center device 30 are displayed. In FIG. 9, three icons m15 to m17 are displayed in the inquiry prediction display column m13. In each of the icons m15 to m17, the category of the predicted inquiry content and the accuracy of the prediction are displayed in text, and the accuracy of the prediction is illustrated. Further, these icons m15 to m17 are arranged in descending order of accuracy. As specific examples of predicted inquiry contents, Figure 9 shows spam email settings (accuracy 74%) in an email app (app name "B-mail"), Wi-Fi connection/disconnection (accuracy 45%), and , the folder sorting (accuracy 38%) in the same email app is displayed.

Note that it is sufficient that the number of inquiry contents displayed simultaneously in the inquiry prediction display field m13 is one or more. Further, by operating the inquiry prediction display column m13, inquiry contents with lower prediction accuracy may be newly displayed. Alternatively, a more detailed prediction of the inquiry content may be displayed on each of the icons m15 to m17 in response to an operation (for example, a click or tap operation) on each of the icons m15 to m17.

The customer management screen M1 may include a confirmation item display column m18 that is displayed as a pop-up when the cursor m19 is placed on any of the icons m15 to m17 displaying inquiry details. The confirmation item display column m18 illustrated in FIG. 9 is displayed when the cursor m19 is placed on the icon m15, and contains items that should be confirmed to the customer as related to the email application (app name "B-mail"). Are listed. The operator can more accurately understand the content of the customer's inquiry by confirming the items displayed in the confirmation item display column m18 with the customer over the phone or via chat.

The inquiry content input field m14 is an area for the operator to input the actual inquiry content from the customer. In FIG. 9, the inquiry content input field m14 is provided with one or more (three in FIG. 9) item input fields m20 to m22 for inputting inquiry content items. Each item input field m20 to m22 is configured so that a plurality of predicted inquiry contents are displayed as options in response to an operation (for example, a click or tap operation) on the expansion button m23. In each item input field m20 to m22, the selected inquiry content is automatically input in response to an operation for selecting one of the displayed inquiry contents (for example, an operation of moving a cursor). Note that when one inquiry content is selected in one of the item input fields m20 to m22, another option may be displayed in another item input field m20 to m22. Further, after the inquiry contents are automatically input into each item input field m20 to m22, the operator can manually modify the inquiry contents. Further, the customer management screen M1 may be provided with a detailed input field m24 in which text can be entered manually.

The report creation unit 414 transcribes the contents input into the inquiry contents input field m14 and the details input field m24 in response to an operation (for example, a click or tap operation) on the registration button m25 provided on the customer management screen M1. A report is automatically created and sent to the call center device 30.

<System operation>
FIG. 10 is a sequence diagram showing processing in the call center system 1.
The customer terminal 10 transmits telemetry data to the data acquisition device 20 at any time or at a predetermined period (step S101). The data acquisition device 20 stores the received telemetry data in association with the terminal ID of the transmission source customer terminal 10 (step S102).

When an operator receives an inquiry from a customer by telephone or the like, the operator obtains identification information such as name, telephone number, date of birth, etc. from the customer and inputs it into the operator terminal 40. When the operator terminal 40 receives the input of the personal identification information (step S111), the operator terminal 40 transmits the personal identification information to the call center device 30 (step S112).

The call center device 30 searches the customer information database 301 based on the received identification information (step S113). Next, the call center device 30 extracts the customer information of the customer, extracts the inquiry history information associated with this customer information (step S114), and transmits the customer information and inquiry history information to the operator terminal 40 (step S114). Step S115). The operator terminal 40 displays the customer management screen M1 (see FIG. 9) based on the received customer information and inquiry history information (step S116).

Further, the call center device 30 transmits the terminal ID included in the customer information to the data acquisition device 20, and requests telemetry data acquired from the customer terminal 10 in a predetermined period (step S117). The data acquisition device 20 extracts the corresponding telemetry data based on the received terminal ID (step S118), and transmits the extracted telemetry data to the call center device 30 (step S119). The call center device 30 stores the received telemetry data in the storage unit 300 (step S120).

Subsequently, the call center device 30 predicts the content of the inquiry based on the received telemetry data (step S121). That is, the call center device 30 extracts or calculates a predetermined feature amount from the telemetry data, and inputs the feature amount into the prediction model 304 to obtain an output of the inquiry content.

The call center device 30 generates telemetry information based on the received telemetry data, and transmits the telemetry information and the predicted inquiry content to the operator terminal 40 (step S122). The operator terminal 40 displays the received telemetry information and the predicted inquiry content on the customer management screen M1 (step S123).

Thereby, the operator can respond to the customer while referring to the telemetry information and the predicted inquiry content. For example, in response to a customer's inquiry that an application cannot be installed, if an operator can confirm that the storage space is low from the displayed telemetry information, the operator can check the storage capacity before checking the communication environment or OS version. Customers can be advised to increase the amount of free space available. In addition, as another example, in response to a customer's inquiry about ``I haven't received a message from a friend,'' the operator can refer to the predicted inquiry content and send the message to the customer rather than using a short message service (SMS) or a talk app. It is assumed that the inquiry is about not receiving a message from the email app (application name "B-mail"), and this can be confirmed with the customer.

The operator terminal 40 accepts input of inquiry contents into the item input fields m20 to m22 and the detailed input field m24 in response to the operation on the customer management screen M1 (step S124).

Subsequently, the operator terminal 40 automatically creates a report in response to an operation on the registration button m25 provided on the customer management screen M1 (step S125), and transmits the report to the call center device 30 (step S126).

The call center device 30 stores the contents of the received report as inquiry history information (step S127). Further, the call center device 30 associates the inquiry history information with the corresponding telemetry data (step S128), and causes the prediction model 304 to learn (step S129). Note that learning of the prediction model 304 may be performed at a stage when a certain amount of inquiry history information has been accumulated, or may be performed at predetermined intervals.

<Summary>
According to the embodiment described above, the call center device 30 predicts the content of a customer's inquiry based on the telemetry data of the customer terminal 10, and displays the predicted content of the inquiry on the operator terminal 40. This allows operators to respond to customers while assuming that the customer is in trouble by referring to the predicted inquiry details. Be able to give accurate instructions and advice. Therefore, it is possible to reduce response time and improve the operator's work efficiency without causing a deterioration in service.

In addition, the call center device 30 predicts the content of the inquiry based not only on the physical state of the customer terminal 10, such as the power state and communication state, but also on information such as commands, operation history, and transition patterns between multiple applications, among the telemetry data. Therefore, it is possible to predict problems related to the operation, settings, usage method, etc. of a specific application installed on the customer terminal 10. Therefore, the operator can provide more accurate support services to the customer, regardless of the operator's experience and skills.

<Modified example>
In the above embodiment, telemetry information and predicted inquiry contents are displayed on the customer management screen, but based on this information, operators can create a list of suggestions for trouble prevention and functional improvement. It may also be displayed on the terminal 40. Specific examples of proposals include recommending periodic reboots if telemetry information shows that the customer terminal is running for a long time, and recommending that the customer terminal be restarted periodically, or reducing the screen brightness if an inquiry about battery consumption is predicted. This includes recommendations such as setting it to automatic. By referring to such a list, the operator can provide additional advice to the customer after responding to the customer's inquiry.

The embodiments described above are intended to facilitate understanding of the present invention, and are not intended to be interpreted as limiting the present invention. The flowcharts, sequences, and elements included in the embodiments, as well as their arrangement, materials, conditions, shapes, sizes, etc., described in the embodiments are not limited to those illustrated and can be changed as appropriate.

1... Call center system, 10... Customer terminal, 20... Data acquisition device, 21, 31, 41... Processor, 22, 32, 42... Storage device, 23, 33, 43... Communication interface (IF), 24, 34, 44 ...Input device, 25, 35, 45... Display device, 30... Call center equipment, 40... Operator terminal, 46... Microphone, 47... Speaker, 48... Camera, 200, 300, 400... Storage unit, 201, 303... Telemetry data , 211, 311, 411...Communication department, 212...Telemetry data management unit, 213...Telemetry data extraction unit, 301...Customer information database (DB), 302...Inquiry history database (DB), 304...Prediction model, 312...Customer Information management unit, 313...Telemetry data acquisition unit, 314...Prediction unit, 315...History management unit, 316...Prediction model creation unit, 412...Display control unit, 413...Input reception unit, 414...Report creation unit

Claims (13)

A data acquisition device that acquires telemetry data from a customer terminal, which is a terminal device used by a customer, and stores it in association with identification information of the customer terminal; and an operator terminal, which is a terminal device used by an operator who responds to inquiries from customers. , connectable via a communication network to
a communication interface that transmits and receives data between the data acquisition device and the operator terminal via the communication network;
a customer information database that stores information about customers together with identification information of customer terminals;
a customer information management unit that receives information regarding the customer from the operator terminal and searches the customer information database based on the information regarding the customer to extract identification information of the customer terminal of the customer;
a telemetry data acquisition unit that acquires telemetry data regarding the customer terminal from the data acquisition device based on identification information of the customer terminal;
a prediction unit that predicts the content of the customer's inquiry based on the telemetry data acquired by the telemetry data acquisition unit;
Equipped with
A call center device that transmits information based on telemetry data acquired by the telemetry data acquisition unit and inquiry content predicted by the prediction unit to the operator terminal for display. The call center device according to claim 1, wherein the telemetry data acquisition unit acquires telemetry data acquired within a predetermined period by the data acquisition device. The call center device according to claim 1, wherein the prediction unit predicts the content of customer inquiries by category. The inquiry content category includes at least one of the following: physical failure of the terminal device, communication failure of the terminal device, operation or setting of the terminal device, and operation or setting of a specific application installed on the terminal device. The call center device according to claim 3, comprising: The prediction unit predicts a plurality of inquiry contents, calculates the accuracy of each predicted inquiry contents, transmits the plurality of inquiry contents and accuracy to the operator terminal, and selects the plurality of inquiry contents in descending order of accuracy. The call center device according to claim 1, wherein the call center device displays the information. The call center device according to claim 1, wherein the prediction unit predicts content related to a specific application as inquiry content based on a transition pattern between a plurality of applications installed on the customer terminal. The prediction unit extracts or calculates a predetermined feature quantity from the telemetry data acquired by the telemetry data acquisition unit, and learns the feature quantity from past inquiry contents and telemetry data corresponding to the past inquiry contents. The call center device according to claim 1, wherein the call center device predicts the content of the inquiry by inputting it into a prediction model. storage section and
an inquiry history management unit that receives inquiry content from a customer from the operator terminal and stores the inquiry content in the storage unit in association with the telemetry data acquired by the telemetry data acquisition unit;
a predictive model creation unit that constructs the predictive model based on the inquiry content stored in the storage unit and telemetry data associated with the inquiry content;
The call center device according to claim 7, further comprising:. A data acquisition device that acquires telemetry data from a customer terminal, which is a terminal device used by a customer, and stores it in association with identification information of the customer terminal; and an operator terminal, which is a terminal device used by an operator who responds to inquiries from customers. , a program executed by a computer connected to the computer via a communication network,
The computer includes:
a communication interface that transmits and receives data between the data acquisition device and the operator terminal via the communication network;
a customer information database that stores information about customers together with identification information of customer terminals;
Equipped with
an extraction step of receiving information regarding the customer from the operator terminal and extracting identification information of the customer terminal of the customer by searching the customer information database based on the information regarding the customer;
an acquisition step of acquiring telemetry data regarding the customer terminal from the data acquisition device based on identification information of the customer terminal;
a prediction step of predicting the content of the customer's inquiry based on the telemetry data acquired in the acquisition step;
a display step of transmitting and displaying information based on the telemetry data acquired in the acquisition step and the inquiry content predicted in the prediction step to the operator terminal;
A program to run. A call center system that receives inquiries regarding customer terminals that are terminal devices used by customers,
A call center device that is connectable via a communication network to a data acquisition device that acquires telemetry data from a customer terminal, which is a terminal device used by the customer, and stores it in association with identification information of the customer terminal;
an operator terminal that is connectable to the call center device via the communication network and is used by an operator who responds to inquiries from customers;
Equipped with
The call center device includes:
a customer information database that stores information about customers together with identification information of customer terminals;
a customer information management unit that receives information regarding the customer from the operator terminal and searches the customer information database based on the information regarding the customer to extract identification information of the customer terminal of the customer;
a telemetry data acquisition unit that acquires telemetry data regarding the customer terminal from the data acquisition device based on identification information of the customer terminal;
a prediction unit that predicts the content of the customer's inquiry based on the telemetry data acquired by the telemetry data acquisition unit;
Equipped with
A call center system that transmits information based on telemetry data acquired by the telemetry data acquisition unit and inquiry content predicted by the prediction unit to the operator terminal for display. 11. The operator terminal according to claim 10, wherein the operator terminal displays on the screen an input field for inputting the content of the inquiry of the customer, and in which the content of the inquiry predicted by the prediction unit is displayed as an option. call center system. 12. The call center system according to claim 11, wherein the operator terminal automatically creates a report regarding the customer's inquiry based on the information input in the input field, and transmits the report to the call center device. A processing method executed at a call center that receives inquiries regarding customer terminals that are terminal devices used by customers, the method comprising:
a data collection step of acquiring telemetry data from a customer terminal and storing it in association with identification information of the customer terminal;
an input step of inputting information about the customer at an operator terminal, which is a terminal device used by an operator who responds to inquiries from the customer;
an extraction step of extracting identification information of the customer terminal by searching a customer information database that stores information regarding the customer together with identification information of the customer terminal, based on the information regarding the customer input in the input step;
an acquisition step of acquiring telemetry data regarding the customer terminal from among the telemetry data acquired in the data collection step based on identification information of the customer terminal;
a prediction step of predicting the content of the customer's inquiry based on the telemetry data acquired in the acquisition step;
a display step of displaying information based on the telemetry data acquired in the acquisition step and the inquiry content predicted in the prediction step;
processing methods including;

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