Communication support device and communication support method

Patent metadata

Field	Value
Publication number	US-9524732-B2
Application number	US-201314015207-A
Country	US
Kind code	B2
Filing date	Aug 30, 2013
Priority date	Mar 8, 2011
Publication date	Dec 20, 2016
Grant date	Dec 20, 2016

Abstract

The communication support device includes: a storing unit configured to store an utterance of a first speaker transmitted from a first terminal as utterance information; an analyzing unit configured to obtain a holding notice which sets communications with the first terminal to a holding state, the communications being transmitted from a second terminal used by a second speaker who communicates with the first speaker, and to analyze features of utterance information which correspond to a time of a holding state; and an instructing unit configured to output to the second terminal determination information on the first speaker based on the features of the utterance information of the first speaker.

First claim

What is claimed is:

1. A communication support device for supporting a second speaker in a communication performed between a first terminal used by a first speaker and a second terminal used by the second speaker, the communication support device comprising:
a processor
that detects a holding state of the communication,
that compares utterance information of the first speaker in the holding state and the utterance information of the first speaker before the holding state when the holding state is detected, the utterance information of the first speaker being obtained by telephone equipment used by the first speaker in the communication performed between the first terminal and the second terminal, and
that outputs information concerning an emotion of the first speaker based on the comparison result; and

a storing unit that stores the utterance information of the first speaker in the communication performed between the first terminal and the second terminal,
wherein the processor
refers to the storing unit, compares a first average value of an utterance level of the utterance information of the first speaker in the holding state with a second average value of the utterance level of the utterance information of the first speaker before the holding state, and
outputs to the second terminal determination information on a psychological state of the first speaker based on the comparison result of the first average value and the second average value.

2. The communication support device according to claim 1 , wherein the processor compares the first average value and the second average value after a lapse of a prescribed time from a time of a shift to the holding state.

3. The communication support device according to claim 1 ,
the storing unit further stores a specific expression indicating a specific psychological state or a specific expression estimated to indicate a specific psychological state, and
wherein the processor further
refers to the storing unit,
determines whether or not the specific expression is included in the utterance information of the first speaker in the holding state, and
outputs to the second terminal determination information on a psychological state of the first speaker based on the determination result of whether or not the specific expression is included.

4. The communication support device according to claim 3 , wherein the processor outputs to the second terminal the determination information indicating that the first speaker is dissatisfied with the holding state, when the specific expression is determined to be included in utterance information of the first speaker after a lapse of a prescribed time from a time of a shift to the holding state.

5. The communication support device according to claim 1 , wherein the processor outputs to the second terminal the determination information on an action to be taken by the second speaker for the first speaker based on the utterance information of the first speaker.

6. A communication support method for supporting a second speaker in a communication performed by a computer between a first terminal used by a first speaker and a second terminal used by the second speaker, the computer performing a process comprising:
detecting a holding state of the communication;
comparing utterance information of the first speaker in the holding state and the utterance information of the first speaker before the holding state when the holding state is detected, the utterance information of the first speaker being obtained by telephone equipment used by the first speaker in the communication performed between the first terminal and the second terminal;
outputting information concerning an emotion of the first speaker based on a result of the comparing;
referring to a storing unit that stores the utterance information of the first speaker in the communication performed between the first terminal and the second terminal;
comparing a first average value of an utterance level of the utterance information of the first speaker in the holding state with a second average value of the utterance level of the utterance information of the first speaker before the holding state; and
outputting to the second terminal determination information on a psychological state of the first speaker based on the comparison result of the first average value and the second average value.

7. The communication support method according to claim 6 , wherein the computer compares the first average value and the second average value after a lapse of a prescribed time from a time of a shift to the holding state.

8. The communication support method according to claim 6 , wherein the computer further
refers to the storing unit that further stores a specific expression which indicates a specific psychological state or a specific expression which is estimated to indicate a specific psychological state,
determines whether or not the specific expression is included in the utterance information of the first speaker in the holding state, and
outputs to the second terminal determination information on the psychological state of the first speaker based on the determination result of whether or not the specific expression is included.

9. The communication support method according to claim 8 , wherein the computer outputs the determination information indicating that the first speaker is dissatisfied with the holding state, when the specific expression is determined to be included in the utterance information of the first speaker after a lapse of a prescribed time from a time of a shift to the holding state.

10. The communication support method according to claim 6 , wherein the computer outputs to the second terminal the determination information on an action to be taken by the second speaker for the first speaker based on the utterance information of the first speaker.

Assignees

• Fujitsu Ltd

Inventors

• Kawashima Naoto
• Matsudaira Naoto
• Tounai Yuusuke
• Yoshida Hiroshi
• Hirono Shingo

Classifications

• G10L2015/088

  Word spotting · CPC title

• H04M2203/352

  In-call/conference information service · CPC title

• H04M2201/40

  using speech recognition · CPC title

• G10L21/16 Primary

  Transforming into a non-visible representation (devices or methods enabling ear patients to replace direct auditory perception by another kind of perception A61F11/04) · CPC title

• H04M3/51

  Centralised call answering arrangements requiring operator intervention {, e.g. call or contact centers for telemarketing} · CPC title