CUSTOMER SERVICE EVALUATION DEVICE, CUSTOMER SERVICE EVALUATION SYSTEM PROVIDED WITH SAME, AND CUSTOMER SERVICE EVALUATION METHOD

摘要

The present invention enables proper evaluation of a service attitude of a customer service staff member, considering whether or not a conversation was initiated by the customer service staff member. The customer service evaluation device (5) is configured to comprise: an image input unit (21) to which an image picked up in a preset customer service area is inputted; a face image extraction unit (22) which extracts, from the image, a face image of a customer service staff member; a smile level determination unit (23) which determines a smile level of the customer service staff member on the basis of the face image of the customer service staff member; and a conversation-initiation determination unit (25) which determines whether a conversation was initiated by the customer service staff member, wherein when the conversation-initiation determination unit (25) determines that a conversation was not initiated by the customer service staff member, the service attitude of the customer service staff member is evaluated on the basis of the smile level of the customer service staff member determined by the smile level determination unit (23).