首页>
外国专利>
SYSTEM FOR MANAGING CUSTOMER SERVICE COUNSELOR AND METHOD FOR MANAGING CUSTOMER SERVICE COUNSELOR
SYSTEM FOR MANAGING CUSTOMER SERVICE COUNSELOR AND METHOD FOR MANAGING CUSTOMER SERVICE COUNSELOR
展开▼
机译：客户服务顾问管理系统和客户服务顾问管理方法
展开▼
页面导航
摘要
著录项
相似文献
摘要
The present invention relates to a management system for customer service counselors, and a management method for customer service counselors. The management system for customer service counselors, according to one embodiment of the present invention, comprises: a collecting unit which, by a call from a customer, collects voice information of a customer service counselor providing a voice service corresponding to a question and requests of the customer; an analyzing unit which converts the voice information collected by the collecting unit into text information, and when there is a matched word, which is matched with pre-stored reference word, among the text information, allocates a score set on the reference word; and a management unit which determines a state of emotions of the customer service counselor according to a result of a sum of scores from the matched words and a comparison of a reference word score, and provides a solution corresponding to the emotional state of the customer service counselor to a customer service counselor terminal. The purpose of the present invention is to relieve stress and to improve satisfaction of a customer service counselor for a job by determining an emotional state of the customer service counselor and suggesting a solution according to the emotional state of the customer service counselor.;COPYRIGHT KIPO 2017
展开▼
