Case retrieval program, case retrieval methods and case retrieval equipment

摘要

PROBLEM TO BE SOLVED: To efficiently perform operations in a call center.;SOLUTION: A case retrieving device 10 is provided with a rhythm information extracting part 13 for extracting rhythm information from speech data, a keyword extracting part 14 for extracting a keyword from the speech data, a degree of confidence calculating part 15a for calculating the degree of confidence of speech of a customer and an operator on the basis of the keyword and the rhythm information, a speech attribute estimating part 16 for estimating the speech attributes of the customer and operator on the basis of the keyword, the rhythm and an immediate speech attribute of the speech, an intelligibility calculating part 15b for calculating intelligibility to speech contents for the customer and operator on the basis of the degree of confidence of the speech of the customer and operator and the speech attributes of the customer and operator, and a retrieval condition determining part 18c for determining a retrieval condition of a corresponding case retrieval in accordance with the intelligibility to the dialog contents for the customer and operator.;COPYRIGHT: (C)2005,JPO&NCIPI