System and method for supporting contact center

A contact center support system that supports a contact center, the contact center support system comprising:

• a control unit that executes a plurality of processes for communication performed between an operator of the contact center and a customer, wherein
• the communication includes a call between the operator and the customer,
• the plurality of processes include at least
• a voice recognition process of recognizing at least a content of the customer's utterance from a voice of the call,
• an emotion recognition process of recognizing at least the customer's emotion from the voice of the call, and
• an emotion synthesis process of analyzing the voice of the call, alleviating or invalidating parameters for determining the customer's emotion in the voice, and resynthesizing the voice,
• the parameters include at least a pitch of the voice that represents the tone of the customer's voice or a voice volume of the voice that represents a volume of the customer's voice, and
• the control unit simultaneously executes the processes included in the plurality of processes in parallel.

A contact center support method of supporting a contact center, wherein

• a computer including at least a processor and a storage apparatus includes a control unit that executes a plurality of processes for communication performed between an operator of the contact center and a customer,
• the communication includes a call between the operator and the customer,
• the plurality of processes include a voice recognition process of recognizing at least a content of the customer's utterance from a voice of the call, and an emotion recognition process of recognizing at least the customer's emotion from the voice of the call, and include at least any one of a filtering process of filtering the content of the utterance of the customer and/or the operator in the call, and an emotion synthesis process of analyzing the voice of the call, alleviating or invalidating parameters for determining the customer's emotion in the voice, and resynthesizing the voice, and
• the control unit simultaneously executes the processes included in the plurality of processes in parallel.