Fujitsu Corporation

Isao Namba

Sachiko Onodera

Hideki Yamanaka

Takashi Yanase

Nobuyuki Igata

Ryo Ochitani

Kunio Matsui

Yusuke Komaba

Satoshi Shinpuku

A working skill estimating program is provided for estimating working skills of each agent in the state of separating a disturbance factor from response records (incidents). A large category classifier is supplied with the incidents within a predetermined time and classifies the incidents according to classification rules, for creating the topic-classified incidents. A small category generator collects the analogous incidents for each task type of the topic-classified incidents and generates a small category. A disturbance distinguisher distinguishes if the incidents belonging to each small category are common response records that appear regularly over time or disturbances whose frequency exhibits a significant time dependency. Then, a skill estimator estimates the working skills of each agent for each task type by using only common incidents determined as the common information.

Working skill estimating program

This apparatus calculates, from the spoken dialogue data between a customer and an operator, the speech length of each speech. Then, it estimates the structure of the spoken dialogue data based on the speech length and specifies a speech-length-characteristic change time point (time) when the speaker who makes longer speeches changes. Then it extracts an information search time point (time) when the operator performs information search from operation log information about operator's operations performed during this conversation and determined both the ending time point of a part-to-elicit from the information search time point and the starting time point of the part-to-elicit from the speech length-characteristic change time point.

Apparatus and method for determining part of elicitation from spoken dialogue data

In a work skill estimating device, an item information receiving unit receives, as item information, duration information of each dealing sequence in a customer call. A dealing duration estimating unit estimates a dealing duration of an item based on the item information received. A work skill estimating unit estimates an operator's work skill based on the dealing duration estimated. A skill map creating unit creates a skill map to comprehend the operator's work skill estimated.

Method and device for estimating work skills, and computer product

The apparatus acquires retrieval history data of information retrieval to be determined, and acquires voice data of the conversation heard about information necessary for the information retrieval. A predetermined keyword dictionary is referred to from the voice data, and an expression matching a keyword indicating necessary information for information retrieval is extracted, and defined as a keyword obtained before retrieval. Then, the keyword obtained before retrieval and the retrieval history data (a retrieval key, a selected document, and an order in the retrieval result of the selected document) are compared with the best case data accumulated in the best case data storage unit, the applicability of the keyword obtained before retrieval and the applicability of the retrieval key are determined, and the applicability of the information retrieving process is obtained based on the determination.

Apparatus and method for determining adequacy of information retrieving process

A computer-readable recording medium having recorded therein agent training program in which when each agent has been performing an answer, agent identifier, and enquiry contents and contents of the answer are stored in a storage device. An enquiry pattern is extracted from enquiry contents. Respective agents' answers are evaluated, for each enquiry pattern, and by a model contents of the answer extraction section, contents of the answer of an agent with highest evaluation is extracted as model contents of the answer. The contents of the answer of a trainee agent and model contents of the answer are divided into predetermined phases, and corresponding phase of both are mutually compared to calculate ineptitude-degrees in respective phases of trainee agent. By specifying from the model contents of the answer, a range of contents of the answer containing therein at least one of the phases where the ineptitude-degree is high, and lasting predetermined time, and generating teaching material with these contents, teaching material specialized for the inept answers of respective agents is provided, and agent training support performed.

Computer-readable recording medium having recorded therein agent training support program, and agent training support method and agent training support apparatus

Speech keywords are extracted from voice data on a response that an operator has made to an inquiry from a customer while referring to case data. Response keywords to be responded to the inquiry are extracted from the case data. After detecting a common keyword in the speech and response keywords, a support keyword is extracted from the speech keywords that appears in the response at a time near the appearance of the common keyword and that does not match the response keywords. Auxiliary data is stored which includes case identification information uniquely identifying the case data, a customer level indicating a knowledge level of the customer about the inquiry, and the support keyword.

Computer product, operator supporting apparatus, and operator supporting method

An input section inputs a document set. A normalization section calculates a similarity as a relative value between documents, with respect to combinations of a plurality of documents, in the document set. The normalization section employs the tf&#xb7;idf method. In tf&#xb7;idf method, a document vector and a significance of a word included in the document is used to perform normalization to convert each similarity to an absolute value.

Document similarity calculation apparatus, clustering apparatus, and document extraction apparatus

The present invention provides a document clustering device which evaluates similarity between each document among documents and all the documents including the concerning document itself. And according to this evaluation result, the document clustering device divides the documents into non-hierarchical clusters. Thereby, the present invention realizes a document searching system which speedily retrieves a document satisfying a search condition from an accumulation of an enormous number of documents, and a FAQ preparing system which automatically prepares FAQ from an accumulation of an enormous number of sample questions and sample answers.

Document clustering device, document searching system, and FAQ preparing system

A transaction brokerage method and system brokering a transaction between an information transmitting terminal and an information receiving terminal, including registering a plurality of the information receiving terminals in advance; receiving a transaction request transmitted from the information transmitting terminal, the transaction request including the expiration time of the transaction request; and selecting one or more of the registered information receiving terminals within a predetermined range as the recipients of the transaction request and transmitting the transaction request. Transaction acceptances received within the expiration time included in the transaction request are validated and transmitted to the information transmitting terminal and a transaction possible or impossible indication is transmitted to the information receiving terminals.

Method and apparatus for transaction brokerage and program recording medium thereof

By comprising a question sentence input unit for receiving a question sentence for retrieval, a retrieval execution unit for retrieving data from a database storing data to be retrieved and extracting data similar to the question sentence inputted by the question sentence input unit, a word contribution degree calculation unit for calculating the contribution degree of a word contributing to the extraction by the retrieval execution unit and a word contribution degree output unit for the contribution degree calculated by the word contribution degree calculation unit together with the corresponding word, the word to which importance is attached can be reported to a user.

Retrieval apparatus, retrieval method and retrieval program

The sorting device comprises a distribution monitoring and cell splitting section which analyzes a distribution of a sort target data group consisting sort target data and obtains an appearance frequency of the sort target data for each sorting segment based on a sorting key. A sorting segment setting section sets sorting segments for dividing the sort target data group into segments based on the analysis by the distribution monitoring and cell splitting section. A sorting mode selection section selects a quick sorting mode if the appearance frequency is equal to or higher than a preset threshold and selects a radic sorting mode if the appearance frequency is lower than the threshold, for each sorting segment. A sorting execution section executes sorting for each sorting segment based on the selected sorting mode.

Method and device for sorting data, and a computer product

The present invention relates to an index managing unit which comprises an index storage managing section for managing content information corresponding to key information constituting an index on a storage area, a management information storage managing section for managing management information about the index on the storage area, and a management information updating section for updating the management information on the basis of record information inputted as information to be added to the index and constructed in units of a set of key information and content information. The index storage managing section is composed of an area calculating section for calculating, through an arithmetic, a free area to be set when necessary on the basis of the management information at the updating of the index and an area allocating section for allocating the storage area for the storage of the index on the basis of the calculated free area. Thus, the allocation of an area for an index having a data structure where the lengths of the record portions depend upon keys to extremely differ from each other is effectively possible through the use of statistics information about the index such as the occurrence frequency of record information at every key.

Index managing unit, index updating method, index managing method, computer-readable recording medium retaining an index updating program, and computer-readable recording medium retaining an index managing program

A compression unit compresses original data in block units and encodes compressed data, and it generates continuation flag information expressive of the block length of the compressed data at the top part of the compressed data stored in a storage unit. An expansion unit determines the block length of the remaining data of the compressed data on the basis of the continuation flag information, fetches the remaining data from the storage unit and restores the original data.

Apparatus and method for data compression/expansion using block-based

A retrieval apparatus compresses TRIE nodes, adds code ID labels as identifying codes thereto, and retrieves an input key corresponding to the compressed TRIE nodes. The input code is converted into an inner code for each unit code. Each unit code is collated with the label of each TRIE node. When they match, the position of the next TRIE node is determined corresponding to the pointer information stored in the corresponding position and the inner code of the next unit code.

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Kawasaki, Japan

Isao Namba