CUSTOMER SERVICE SUPPORT DEVICE, CUSTOMER SERVICE SUPPORT METHOD, RECORDING MEDIUM WITH CUSTOMER SERVICE SUPPORT PROGRAM STORED THEREIN

摘要

This customer service support device 10 is provided with: an acquisition unit 41 which acquires customer service information 410 indicating the content of a dialogue between a customer and a customer service providing person and a state of the customer service providing person; a calculation unit 42 which calculates the similarity 420 between past instance information 450 indicating a past instance related to the dialogue and the customer service information 410 indicating the content of the dialogue; a diagnosis unit 43 which diagnoses the state 430 of the customer service providing person on the basis of the customer service information 410 and diagnosis reference information 451 that is a reference when the state 430 of the customer service providing person is diagnosed; and a generation unit 44 which generates support necessity information 440 indicating the degree of necessity for supporting the customer service providing person on the basis of the similarity 420 calculated by the calculation unit 42 and the state 430 of the customer service providing person diagnosed by the diagnosis unit 43. When the customer service providing person is in difficulty when providing customer services, the accuracy of determining the necessity of support is increased in the case where a supporter is asked to support the customer service providing person by using an information processing device.