Method and System for Providing Supporting Service for Call Centre Workers Recording Medium

摘要

The present invention relates to a method and system for providing support services for call center employees and a recording medium therefor. In the method provided by a system for providing a requested call center service by calling a designated phone number through a customer terminal, the method for providing a support service for a call center employee according to the present invention, the call center service is provided through the customer terminal According to a situation that occurs during the process, if it is confirmed whether a support service use request is made, providing a guide voice message through the customer terminal to request a voice recording to confirm the service content desired by the customer; When the voice recording is completed, converting the customer voice data obtained by recording into customer voice text, analyzing the converted and acquired customer voice data to confirm the service content desired by the customer, Checking the answer text and processing the checked answer text to be transmitted to the customer terminal. On the other hand, the system for providing a support service for a call center employee according to the present invention is a system for providing a requested call center service by calling a designated phone number through a customer terminal, during the process of providing the call center service through the customer terminal When it is confirmed whether a support service use request is made according to a situation that occurs, a voice message processing unit for requesting a voice recording for confirming the service content desired by the customer by providing a guide voice message through the customer terminal; When the recording is completed, a text conversion processing unit that converts the customer voice data obtained by recording into customer voice text, and analyzes the converted and acquired customer voice data to confirm the service content desired by the customer, It includes a text message processing unit for processing the converted text confirmation unit for checking the response text to the response, and the checked response text is transmitted to the customer terminal. On the other hand, it is characterized in that it comprises a computer-readable recording medium recording a program for executing the method for providing support services for call center staff according to the present invention.