CUSTOMER SERVICE QUALITY EVALUATION PROGRAM, CUSTOMER SERVICE QUALITY EVALUATION METHOD AND CUSTOMER SERVICE QUALITY EVALUATION DEVICE

摘要

PROBLEM TO BE SOLVED: To provide a customer service quality evaluation device capable of objectively evaluating the quality of a customer service based on a piece of speech information and time change in an area of a person.;SOLUTION: A speech information acquisition section (11) acquires a piece of speech information including a piece of speed information of a voice and/or speech corresponding to at least one of a point, a punctuation, an exclamation mark, and a question mark in a piece of speech. A customer service evaluation section (13) extracts an area of a person which changes depending of the speech information from a moving image corresponding to the acquired speech information, and acquires a customer service evaluation value of the person which is identified by the area of a person corresponding to the voice based on the extracted time-change in the area of a person and the acquired speech information.;SELECTED DRAWING: Figure 1;COPYRIGHT: (C)2017,JPO&INPIT