Information processing apparatus and information processing method

A system comprising:

• a network interface configured to communicate with a plurality of call center nodes over a data communication network;
• a storage device configured to store, for each of the plurality of call center nodes, an allocated number of lines and a per-node score;
• and
• circuitry configured to:
• receive, via the network interface, communication session data including voice data of a customer terminal and voice data of an operator terminal at each of the plurality of call center nodes;
• extract, from the voice data, a feature amount including a frequency component;
• recognize, from the voice data of the customer terminal, text information representing an utterance content of a user of the customer terminal;
• estimate an emotion of the user 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 user with a response from the operator terminal;
• calculate, for each of the plurality of call center nodes, a second score as an average value of the first score over a predetermined period;
• allocate, for each of the plurality of call center nodes, the number of lines based on the second score, each line corresponding to a respective communication session capacity;
• reset the second score for each of the plurality of call center nodes after the predetermined period elapses;
• and
• update the allocated number of lines for each of the plurality of call center nodes based on a second score in a next predetermined period.

A method performed by circuitry, the method comprising:

• receiving, via a network interface configured to communicate with a plurality of call center nodes over a data communication network, communication session data representing communication sessions between an operator at each of the plurality of call center nodes and a customer terminal;
• allocating, based on the communication session data, a number of lines to each of the plurality of call center nodes, each line corresponding to a respective communication session capacity;
• and
• updating, in a storage device, the allocated number of lines for each of the plurality of call center nodes.