Operator call-fielding scenario system

Abstract

An operator call-fielding scenario system which displays a response scenario to an operator who is responding to an incoming call includes a memory unit which stores a plurality of scenario parts making up a plurality of response scenarios; a scenario setting unit which selects predetermined scenario parts from the plurality of scenarios parts in the memory unit, in accordance with one of a plurality of conditions, and sets a response scenario with the predetermined scenario parts according to the one condition; and a display unit which displays the set response scenario. Using this configuration, response scenarios matched in the optimum way with various circumstances can be set. The plurality of conditions include, for example, the type of person making the call, a history according to the person making the call, the circumstances of the wait of the person making the call, the circumstances of the response to the person making the call, the abilities of the operator, and background factors, or a combination thereof. Further, the type of person making the call includes, for example, the age group, sex or occupation of the person making the call, and the background factors include, for example, the weather, entertainment and incidents.

Dependencies are inferred from the claim text.