Service monitoring system and service monitoring method
US10706448B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Sep 14, 2015 |
| Grant date | Jul 7, 2020 |
| Priority date | — |
| Expiry date | Feb 13, 2037 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG10L2021/02166
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A service monitoring system includes a voice collector that collects a voice of an employee in a predetermined voice collection region, a storage unit that stores service event data including determination conditions for each predetermined service event, terminal operation history data indicating an operation history of an employee on a predetermined business terminal and voice data of the employee in correlation with each other, a detector that detects the service event of the employee based on the service event data and the terminal operation history data, a calculator that calculates a service speech evaluation value corresponding to a predetermined speech keyword on the basis of the voice data of the employee during the service event, and an output that stores the service speech evaluation value in correlation with identification information of the employee, and voice data of the employee specified by a service position and time point of the employee.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.