Service monitoring system and service monitoring method

A service monitoring system comprising:

• a microphone that collects a voice of an employee in a predetermined voice collection region;
• a camera that images a predefined position in the predetermined voice collection region,
• a first memory that stores service event data including determination conditions for each predetermined service event;
• a second memory that stores
• terminal operation history data indicating an operation history of a predetermined business terminal, and
• voice data of the employee collected by the microphone in correlation with the operation history;
• a computer including a processor that:
• detects an occurrence of a predetermined service event based on a detection of a predetermined operation by the predetermined business terminal within the terminal operation history data stored in the second memory in view of the service event data stored in the first memory,
• identifies target voice data of the employee that is captured during the predetermined operation by the predetermined business terminal from the voice data of the employee stored in the second memory, and
• calculates a service speech evaluation value of the employee based on whether or not a predetermined speech keyword was included in the target voice data;
• and
• an output that stores the service speech evaluation value calculated in correlation with identification information of the employee, and voice data of the employee specified by a service position and a service time point of the employee,
• wherein the computer is physically separate from the predetermined business terminal,
• wherein the predetermined operation includes a physical operation of the predetermined business terminal,
• wherein the second memory further stores video data of the predefined position in the predetermined voice collection region, obtained through imaging in the camera, and
• wherein the output updates the service speech evaluation value on a service speech evaluation value display screen in response to a correction operation on a service position during a service event of the employee detected by the processor while the video data of the predefined position in the predetermined voice collection region stored in the second memory is being output.