BUSINESS SECTION EXTRACTING METHOD FOR CONTACT CENTER, DEVICE THEREFOR, AND PROGRAM

摘要

PROBLEM TO BE SOLVED: To provide a business section extraction method for a contact center which is improved in the precision of business extraction.;SOLUTION: The business section extraction method for a contact center includes a voice recognition process, an utterance pair generation process, a contractor information confirmation utterance pair detection process, a contractor information confirmation section interpolation process, a contractor information confirmation start/end utterance pair detection process, a greeting utterance pair detection process, a call flow detection process, a customer initiative utterance pair detection process, a demand/agreement utterance pair detection process, and a business utterance extraction process. Utterance pairs interposed between the greeting utterance pair and the contractor information confirmation utterance pair or utterance pairs from the greeting utterance pair to the contractor information confirmation start utterance pair and the prescribed number of utterance pairs just after the contractor information confirmation end utterance pair are specified as a business section, and business utterance is extracted from the utterance pairs in the business section.;COPYRIGHT: (C)2011,JPO&INPIT