Customer service support device, customer service support method, and customer service support program

摘要

The customer service support device 40 has an acquisition unit 41 that acquires customer service information 410 indicating the content of a conversation between the customer and the customer service responder and the state of the customer service responder, and a past case representing a past case related to the conversation. Based on the calculation unit 42 that calculates the similarity 420 between the information 450 and the customer service information 410 that represents the content of the conversation, the diagnostic standard information 451 that is the standard for diagnosing the state of the customer service responder, and the customer service information 410. Based on the diagnosis unit 43 that diagnoses the state of the customer service person 430, the similarity 420 calculated by the calculation unit 42, and the state of the customer service person 430 diagnosed by the diagnosis unit 43, the customer service person By providing a generation unit 44 that generates support necessity information 440 indicating the degree of necessity of supporting the customer, when the customer service person is in need of customer service, the information processing device is used to inform the customer service person. When requesting support from a supporter, improve the accuracy of determining the need for support.