Title:
情報処理装置及び情報処理プログラム
Document Type and Number:
Japanese Patent JP6941590
Kind Code:
B2
Abstract:
To improve accuracy to predict probability that operators act inappropriately on customers.SOLUTION: A information processing device 2 has a response data acquisition part 231, an index value acquisition part 232 to acquire a state index value as an index value indicating an operator condition on the basis of the problematic behavior and the problem occurrence time included in customer response data, and a model generation part 233 to generate a machine learning model to output the state index value with the customer response data and the state index value as teacher data and with the biological information as an input, where the response data acquisition part acquires the customer service data corresponding to a problematic behavior caused by an operator at customer service among the behaviors corresponding to a conducting code which regulates the multiple prohibited behaviors and actions as an operator response to customers, to the problem occurrence time elapsed from the time when the operator starts the customer service until causing the problem behaviors, and to the operator biological-information measured before the operator starts the customer service.SELECTED DRAWING: Figure 2
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Inventors:
Tomohiro Ohara
Application Number:
JP2018097279A
Publication Date:
September 29, 2021
Filing Date:
May 21, 2018
Export Citation:
Assignee:
KDDI CORPORATION
International Classes:
G06Q10/06
Domestic Patent References:
| JP2011123579A | ||||
| JP2004252668A | ||||
| JP2003244328A |
Foreign References:
| WO2016088369A1 |
Attorney, Agent or Firm:
Izumidori
Hisato Kuroiwa
Kensuke Terakawa
Hisato Kuroiwa
Kensuke Terakawa