顧客の苦情検知機能を備えたコールセンタシステム、コールセンタ装置、対話方法、およびそのプログラム

摘要

To provide a call center system, call center device, interaction method, and program therefor, that prevent a complaint from being caused during an AI interaction.SOLUTION: A call center server includes: an AI interaction processing unit for performing a voice interaction with a customer using an AI; a call content analysis unit for analyzing a call content on the basis of the customer's call voice; a complaint detection processing unit for detecting a complaint state or a preliminary complaint state on the basis of a result of the analysis by the call content analysis unit; an interaction switching unit for performing switching from an AI interaction by the AI interaction processing unit to an operator interaction in which an operator at an operator terminal performs a voice interaction with the customer; and a control unit that controls the AI interaction processing unit, the call content analysis unit, and the complaint detection processing unit, performs switching control on the interaction switching unit in the case that a detection result of the complaint detection processing unit shows the complaint state, and performs the switching control only when information on the customer's switching desire is acquired from a customer terminal in the case that a detection result of the complaint detection processing unit shows the preliminary complaint state.SELECTED DRAWING: Figure 2