Interactive business support system and interactive business support method

摘要

PROBLEM TO BE SOLVED: To enable a person in charge of business to make an utterance having an optimum content when making an utterance in response to a customer's utterance during business. In an interactive business support system, a customer's voice is input from a customer terminal, the person in charge's voice is received from the person in charge terminal, and the voice of the person in charge is transmitted to a voice recognition server and a sentiment analysis server. The voice recognition server converts the received voice into utterance text and sends the utterance text to the interactive business support device, and the sentiment analysis server obtains an emotion score representing the customer's emotion for each utterance from the received voice. Send to the interactive business support device. The interactive business support device is based on the utterance text and the emotion score, and is used as a response pattern to the customer's utterance by machine learning inference using the data of the dialogue between the past customer and the highly skilled person as the teacher data. , Affirmation, denial, and topic change, utterance candidates and predicted scores are obtained and displayed on the person in charge terminal. [Selection diagram] Fig. 8