COMPLAINT CALL DETERMINATION DEVICE AND COMPLAINT CALL DETERMINATION METHOD

摘要

Provided is a complaint call determination device comprising: a time information acquisition unit that acquires disconnect time data indicating the time at which a call between a first speaker and a second speaker was disconnected and speech time data indicating each of the start times and end times of a plurality of speech segments spoken by the first speaker during said call; an interruption detection unit that detects a speech segment from among the plurality of speech segments of the first speaker that has a call disconnect time that is between the start time and the end time as an interrupted speech segment on the basis of the disconnect time data and the speech time data acquired by the time information acquisition unit; a closing determination unit that determines whether the interrupted speech segment detected by the interruption detection unit is positioned within a closing segment of the call; and a complaint determination unit that uses the determination result of the closing determination unit to determine whether the call containing the interrupted speech segment is a complaint call.