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1. WO2020067237 - SYSTEM, METHOD, PROGRAM, AND RECORDING MEDIUM

Publication Number WO/2020/067237
Publication Date 02.04.2020
International Application No. PCT/JP2019/037753
International Filing Date 26.09.2019
Chapter 2 Demand Filed 21.02.2020
IPC
G06Q 30/00 2012.01
GPHYSICS
06COMPUTING; CALCULATING OR COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
30Commerce, e.g. shopping or e-commerce
G06Q 30/02 2012.01
GPHYSICS
06COMPUTING; CALCULATING OR COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
30Commerce, e.g. shopping or e-commerce
02Marketing, e.g. market research and analysis, surveying, promotions, advertising, buyer profiling, customer management or rewards; Price estimation or determination
CPC
G06Q 30/016
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
30Commerce, e.g. shopping or e-commerce
01Customer relationship, e.g. warranty
016Customer service, i.e. after purchase service
G06Q 30/0278
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
30Commerce, e.g. shopping or e-commerce
02Marketing, e.g. market research and analysis, surveying, promotions, advertising, buyer profiling, customer management or rewards; Price estimation or determination
0278Product appraisal
G06Q 30/0281
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
30Commerce, e.g. shopping or e-commerce
02Marketing, e.g. market research and analysis, surveying, promotions, advertising, buyer profiling, customer management or rewards; Price estimation or determination
0281Customer communication at a business location, e.g. providing product or service information, consulting
Applicants
  • YOKOGAWA ELECTRIC CORPORATION [JP]/[JP]
Inventors
  • TANOGUCHI Hiroshi
  • YAMASHITA Junko
  • MIYAMOTO Keita
  • HU Dan
Agents
  • RYUKA IP LAW FIRM
Priority Data
2018-18251627.09.2018JP
Publication Language English (EN)
Filing Language English (EN)
Designated States
Title
(EN) SYSTEM, METHOD, PROGRAM, AND RECORDING MEDIUM
(FR) SYSTÈME, PROCÉDÉ, PROGRAMME ET SUPPORT D'ENREGISTREMENT
Abstract
(EN)
Recently, there has been a demand for further improvement of accuracy of analysis. A system is provided that includes an acquisition unit that acquires call data which is a record of a call between a client and a contact center, a sound recognition unit that performs sound recognition on the call data by using a keyword registered in dictionary data, an analysis unit that performs analysis using a keyword included in a result of the sound recognition, and a registration unit that registers in the dictionary data, a keyword included in a product information database among a plurality of the keywords included in the result of the sound recognition, the product information database storing product information about each of a plurality of products.
(FR)
Il existe depuis peu une demande pour une amélioration supplémentaire de la précision d'analyse. Cette invention concerne un système qui comprend une unité d'acquisition qui acquiert des données d'appel qui sont un enregistrement d'un appel entre un client et un centre de contact, une unité de reconnaissance de sons qui effectue une reconnaissance de sons sur les données d'appel en utilisant un mot-clé enregistré dans des données de dictionnaire, une unité d'analyse qui effectue une analyse à l'aide d'un mot-clé inclus dans un résultat de la reconnaissance de sons, et une unité d'enregistrement qui s'enregistre dans les données de dictionnaire, un mot-clé inclus dans une base de données d'informations de produit parmi une pluralité des mots-clés inclus dans le résultat de la reconnaissance de sons, la base de données d'informations de produit stockant des informations de produit concernant chaque produit d'une pluralité de produits.
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