Customer Help Supporting System, Customer Help Supporting Device, Customer Help Supporting Method, and Customer Help Supporting Program

An interaction assistance system which assists a receptionist in interacting with a customer, comprising:

• an assistance information storage server which stores information including at least the contents of responses made by receptionists to customers in the past as prior knowledge to help the receptionist perform an interaction with the customer smoothly;
• and
• an assistance information presentation apparatus which, when the receptionist interacts with the customer, analyzes the content of the response between the receptionist and the customer, acquires the prior knowledge associated with the content of the response from said assistance information storage server, and presents to the receptionist such knowledge as assistance information to assist the receptionist in responding to the customer.

An interaction assistance system which assists a receptionist in interacting with a customer via a communication line, comprising:

• an assistance information presentation apparatus which acquires the information associated with the content of the interaction currently being performed with said customer via said communication line from accumulated information which indicates the contents of interactions performed between said customer and said receptionist, and presents such information to said receptionist as assistance information to assist said receptionist in interacting with said customer.

An interaction assistance system which assists a receptionist in interacting with a customer via a communication line, comprising:

• an assistance information storage server which stores assistance information to assist said receptionist in interacting with said customer in association with predetermined presentation conditions;
• and
• an assistance information presentation apparatus which, when the content of the interaction being performed with said customer via said communication line satisfies said presentation conditions, acquires said assistance information which corresponds to said presentation conditions from said assistance information storage server, and presents such information to said receptionist.

An interaction assistance system which assists a receptionist in interacting with a customer via a communication line, comprising:

• an assistance information storage server which, as assistance information to assist said receptionist in interacting with said customer, stores and accumulates the content of the interaction performed between said receptionist and said customer via said communication line, in association with order information which indicates the order relation within said interaction content;
• and
• an assistance information presentation apparatus which, based on said content of the interaction which is currently being performed with said customer via said communication line, acquires from said assistance information storage server said content of the interaction indicated by said order information as a candidate of the interaction content to be spoken following said content of the interaction which is currently being performed, and presents such content to said receptionist as said assistance information.

An interaction assistance system which assists a receptionist in interacting with a customer via a communication line, comprising:

• an assistance information storage server which, as assistance information to assist said receptionist in interacting with said customer, stores the reference information referenced by said receptionist as of the time of said content of the interaction with said customer, in association with said content of the interaction;
• and
• an assistance information presentation apparatus which acquires from said assistance information storage server said reference information associated with the content of the interaction which is currently being performed with said customer via said communication line, and presents such information to said receptionist as said assistance information.

An interaction assistance system which assists a receptionist in interacting with a customer via a communication line, comprising:

• an assistance information storage server which, as assistance information to assist said receptionist in interacting with said customer, stores the interaction evaluation information which indicates the result of said interaction produced by the content of the interaction performed between said receptionist and said customer, in association with said content of the interaction;
• and
• an assistance information presentation apparatus which acquires from said assistance information storage server said interaction evaluation information associated with the content of the interaction which is currently being performed with said customer via said communication line, and presents such information to said receptionist as assistance information.

An interaction assistance apparatus which assists a receptionist in interacting with a customer via a communication line, comprising:

• an assistance information presentation unit which acquires the information associated with the content of the interaction currently being performed with said customer via said communication line from accumulated information which indicates the contents of interactions performed between said customer and said receptionist, and presents such information to said receptionist as assistance information to assist said receptionist in interacting with said customer.

An interaction assistance apparatus which assists a receptionist in interacting with a customer via a communication line, comprising:

• an assistance information storage unit which stores assistance information to assist said receptionist in interacting with said customer in association with predetermined presentation conditions;
• and
• an assistance information presentation unit which, when the content of the interaction being performed with said customer via said communication line satisfies said presentation conditions, acquires said assistance information which corresponds to said presentation conditions from said assistance information storage unit, and presents such information to said receptionist.

An interaction assistance apparatus which assists a receptionist in interacting with a customer via a communication line, comprising:

• an assistance information storage unit which, as assistance information to assist said receptionist in interacting with said customer, stores and accumulates the content of the interaction performed between said receptionist and said customer via said communication line in association with order information which indicates the order relation within said interaction content;
• and
• an assistance information presentation unit which, based on said content of the interaction which is currently being performed with said customer via said communication line, acquires from said assistance information storage unit said content of the interaction indicated by said order information as a candidate of the interaction content to be spoken following said content of the interaction which is currently being performed, and presents such content to said receptionist as said assistance information.

An interaction assistance apparatus which assists a receptionist in interacting with a customer via a communication line, comprising:

• an assistance information storage unit which, as assistance information to assist said receptionist in interacting with said customer, stores the reference information referenced by said receptionist as of the time of said content of the interaction with said customer, in association with said content of the interaction;
• and
• an assistance information presentation unit which acquires from said assistance information storage unit said reference information associated with the content of the interaction which is currently being performed with said customer via said communication line, and presents such information to said receptionist as said assistance information.

An interaction assistance apparatus which assists a receptionist in interacting with a customer via a communication line, comprising:

• an assistance information storage unit which stores, as assistance information to assist said receptionist in interacting with said customer, the interaction evaluation information which indicates the result of said interaction produced by the content of the interaction performed between said receptionist and said customer in association with said content of the interaction;
• and
• an assistance information presentation unit which acquires from said assistance information storage unit said interaction evaluation information associated with the content of the interaction which is currently being performed with said customer via said communication line, and presents such information to said receptionist as said assistance information.

An interaction assistance method which assists a receptionist in interacting with a customer, comprising:

• an assistance information storage step which stores information including at least the contents of responses made by receptionists to customers in the past as prior knowledge to help the receptionist perform an interaction with the customer smoothly;
• and
• an assistance information presentation step which, when a receptionist interacts with a customer, analyzes the content of the response between the receptionist and the customer, acquires the prior knowledge associated with the content of the response from said assistance information storage server, and presents to the receptionist such knowledge as assistance information to assist the receptionist in responding to the customer.

An interaction assistance method which assists a receptionist in interacting with a customer via a communication line, comprising:

• an assistance information presentation step which acquires the information associated with the content of the interaction currently being performed with said customer via said communication line from accumulated information which indicates the contents of interactions performed between said customer and said receptionist, and presents such information to said receptionist as assistance information to assist said receptionist in interacting with said customer.

An interaction assistance method which assists a receptionist in interacting with a customer via a communication line, comprising:

• an assistance information storage step which stores assistance information to assist said receptionist in interacting with said customer in association with predetermined presentation conditions;
• and
• an assistance information presentation step which, only when the content of the interaction being performed with said customer via said communication line satisfies said presentation conditions for the first time, acquires said assistance information which corresponds to said presentation conditions in said assistance information storage step, and presents such information to said receptionist.

An interaction assistance method which assists a receptionist in interacting with a customer via a communication line, comprising:

• an assistance information storage step which stores and accumulates, as assistance information to assist said receptionist in interacting with said customer, the content of the interaction performed between said receptionist and said customer via said communication line in association with order information which indicates the order relation within said interaction content;
• and
• an assistance information presentation step which, based on said content of the interaction which is currently being performed with said customer via said communication line, acquires said content of the interaction indicated by said order information as a candidate of the interaction content to be spoken following said content of the interaction which is currently being performed, and presents such content to said receptionist as said assistance information as of the time when the content of said interaction which is currently being performed with said customer via said communication line.

An interaction assistance method which assists a receptionist in interacting with a customer via a communication line, comprising:

• an assistance information storage step which stores, as assistance information to assist said receptionist in interacting with said customer, the reference information referenced by said receptionist as of the time of said content of the interaction with said customer, in association with said content of the interaction;
• and
• an assistance information presentation step which acquires said reference information associated with the content of the interaction which is currently being performed with said customer via said communication line, and presents such information to said receptionist as assistance information as of the time when the content of said interaction which is currently being performed with said customer via said communication line.

An interaction assistance method which assists a receptionist in interacting with a customer via a communication line, comprising:

• an assistance information storage step which, as assistance information to assist said receptionist in interacting with said customer, stores the interaction evaluation information which indicates the result of said interaction produced by the content of the interaction performed between said receptionist and said customer in association with said content of the interaction;
• and
• an assistance information presentation step which acquires said interaction evaluation information associated with the content of the interaction which is currently being performed with said customer via said communication line, and presents such information to said receptionist as assistance information as of the time when the content of said interaction which is currently being performed with said customer via said communication line.

An interaction assistance program which assists a receptionist in interacting with a customer via a communication line by being executed on a computer processing apparatus, comprising:

• causing said computer processing apparatus to execute
• an assistance information presentation function which acquires the information associated with the content of the interaction currently being performed with said customer via said communication line from accumulated information which indicates the contents of interactions performed between said customer and said receptionist, and presents such information to said receptionist as assistance information to assist said receptionist in interacting with said customer.