CUSTOMER SERVICE EVALUATION DEVICE, CUSTOMER SERVICE EVALUATION SYSTEM, AND CUSTOMER SERVICE EVALUATION METHOD

摘要

PROBLEM TO BE SOLVED: To appropriately evaluate, on the basis of the voice of a person when having a customer, the customer service attitude of the person.SOLUTION: A customer service evaluation device 7 for evaluating the customer service attitude of a person includes: a voice input part 31 to which the voice of a person is input as a voice signal; a keyword detection part 32 for detecting one or more predetermined keywords for customer service from the voice of the person by acquiring the voice signal; a voice feature acquisition part 34 for acquiring the voice featured value of the keyword for customer service detected by the keyword detection part 32; and a customer service score calculation part 36 for, on the basis of the detection value and voice featured value of the keyword for customer service by the keyword detection part 32, calculating an evaluation value as the index of the propriety of the customer service attitude of the person.SELECTED DRAWING: Figure 2