ANSWER ANALYZING METHOD FOR CALL CENTER AND ANSWER ANALYZING SYSTEM FOR CALL CENTER

摘要

PROBLEM TO BE SOLVED: To provide an answer analyzing system for a call center in which answer data is automatically collected from users and further, analysis of the answer data from the users is automated.;SOLUTION: A call center server 10 executes a Voice XML file 112 describing contents of a questionnaire survey and stores in an answer data file 115 answer data obtained by recognizing voice signals obtained from terminal devices 13 in accordance with a schemer 113. An analysis server 12 refers to the schemer 113 to analyze a structure of the answer data file 115 and in accordance with a template 123 describing procedures of processing for totalizing and analyzing the answer data contained in the answer data file 115, processing indicated by the instructed template 123 is executed.;COPYRIGHT: (C)2010,JPO&INPIT