CUSTOMER RECEPTION SUPPORT SYSTEM AND CUSTOMER RECEPTION SUPPORT METHOD

摘要

PROBLEM TO BE SOLVED: To collect and accumulate the content of customer reception performed via a plurality of different types of channels.;SOLUTION: A customer reception support system 20 includes: a video chat server 22; an accumulation server 24; and a summarization server 26. The video chat server 22 accepts a dialog request with a counselor from a customer terminal 10, and notifies the counselor terminal 12, and when a text dialog service is designated in the dialog request, relays text data showing the dialog content of the customer and an operator between the customer terminal 10 and the counselor terminal 12. When a voice dialog service is designated in the dialog request, the accumulation server 24 accumulates the text data obtained by converting voice data showing the dialog content of the customer and the operator. The summarization server 26 summarizes and accumulates each of the text data accumulated by the accumulation server 24 and the text data relayed by the video chat server 22.;COPYRIGHT: (C)2013,JPO&INPIT