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US 2026/0281248 A1Published application
Information processing apparatus and information processing method
AssigneeSoftBank Group Corp.
InventorMasayoshi SON
Life of this patent
Estimating the term…
Abstract
An information processing apparatus according to an embodiment includes a control unit that sets the number of lines to be allocated to each call center for a plurality of call centers, based on a call content between an operator of each call center and a customer.
Claims20
A system comprising:
- a communication interface coupled to a packet-switched network;
- a storage device;
- and
- circuitry configured to:
- receive, via the communication interface, call content data representing a call content between an operator of each of a plurality of call centers and a customer;
- and
- store, in the storage device, a number of lines to be allocated to each of the plurality of call centers based on the call content data.
4 more elements
A system comprising:
- a communication interface coupled to a packet-switched network;
- a storage device configured to store, for each of a plurality of call centers, a number of lines and a per-call-center score;
- and
- circuitry configured to:
- acquire, via the communication interface, a conversation log including voice data of a customer and voice data of an operator of each of the plurality of call centers;
- extract, from the voice data, a feature amount including a frequency component;
- recognize, from the voice data of the customer, text information representing an utterance content of the customer;
- estimate an emotion of the customer based on the feature amount and the text information;
- set, based on the estimated emotion, a first score representing a degree of satisfaction of the customer with a response of the operator;
- calculate, for each of the plurality of call centers, a second score as an average value of the first score over a predetermined period;
- set, for each of the plurality of call centers, the number of lines based on the second score;
- reset the second score for each of the plurality of call centers after the predetermined period elapses;
- and
- update the number of lines allocated to each of the plurality of call centers based on a second score in a next predetermined period.
11 more elements
A method performed by circuitry, the method comprising:
- receiving, via a communication interface coupled to a packet-switched network, call content data representing a call content between an operator of each of a plurality of call centers and a customer;
- and
- storing, in a storage device, a number of lines to be allocated to each of the plurality of call centers based on the call content data.
Dependencies are inferred from the claim text.