Information processing device, information processing method and program

An information processing method to be executed on a computer, comprising:

• a retrieving step of retrieving conversation data of a conversation between a customer and an operator, wherein the operator uses an operator terminal, the customer uses a customer terminal, and the operator terminal and the customer terminal communicate over a first communication network through a telephone exchange;
• an automatically extracting step of automatically extracting, based on a predetermined rule, a range of the conversation data for certifying authenticity of the range of the conversation data as having existed at a time of setting the time-stamping,
• wherein the predetermined rule identifies, based on a call reason of the conversation data, the range of the conversation data;
• the predetermined rule specifies, based on the call reason, a time of starting the range, and further specifies, based on a keyword appearing in the range of the conversation data, a time duration of the automatically extracted range of the conversation data, a time duration of the automatically extracted range of the conversation data for time-stamping certification, and
• the keyword appearing in the range represents need to maintain authenticity of the range of conversation data at a time of the conversation taking place and have been untampered with as certified:
• a selectively generating step of selectively generating, through communication with a server over a second communication network, certified time-stamping data of the automatically extracted at least a part of the range of the conversation data, wherein the certified time-stamping data comprise a time-stamp by receiving from the server the time-stamp and hash data of the automatically extracted range of the conversation data as certified information, thereby reducing a number of occurrences of performing time-stamping for certification through communication over the second communication network as compared to retrieving certified time-stamping on each range of the conversation data;
• and
• storing and presenting the automatically extracting range of the conversation data as a certified portion of the conversation according to the selectively generated certified time-stamping data.

A non-transitory computer-readable storage medium storing a program for causing a computer to execute:

• a retrieving step of retrieving conversation data of a conversation between a customer and an operator, wherein the operator uses an operator terminal, the customer uses a customer terminal, and the operator terminal and the customer terminal communicate over a first communication network through a telephone exchange;
• an automatically extracting step of automatically extracting, based on a predetermined rule, a range of the conversation data for certifying authenticity of the range of the conversation data as having existed at a time of setting the time-stamping,
• wherein the predetermined rule identifies, based on a call reason of the conversation data, the range of the conversation data;
• the predetermined rule specifies, based on the call reason, a time of starting the range, and further specifies, based on a keyword appearing in the range of the conversation data, a time duration of the automatically extracted range of the conversation data, a time duration of the automatically extracted range of the conversation for time-stamping certification, and
• the keyword appearing in the range represents need to maintain authenticity of the range of the conversation data at a time of the conversation taking place and have been untampered with as certified;
• a selectively generating step of selectively generating, through communication with a server over a second communication network, certified time-stamping data of the automatically extracted at least a part of the specified range of the conversation data, wherein the certified time-stamping data comprise a time-stamp by receiving from the server the time-stamp and hash data of the automatically extracted range of the conversation data as certified information, thereby reducing a number of occurrences of performing time-stamping for certification through communication over the second communication network as compared to retrieving certified time-stamping on each range of the conversation data;
• and
• storing and presenting the automatically extracting range of the conversation data as a certified portion of the conversation according to the selectively generated certified time-stamping data.