콜센터 상담사를 위한 악성전화 자동차단 시스템개발

초록

Objective: The purpose of this study is to build a system base that automatically blocks malicious calls such as customer's verbal abuse by utilizing voice recognition technology before occurrence. Background: Call center counselors frequently have labor processes based on the characteristics of the service industry and emotional labor. Counselors working in call centers are experiencing serious problems of verbal abuse and sexual harassment. Work exhaustion and job stress due to emotional labor negatively affect the mental and physical health of counselors. Method: In this study, a call center operation system investigation, voice and text data collection, voice guidance phrase derivation, data-based automatic blocking system development procedure establishment, and automatic blocking system prototype development were carried out. Results: Voice and text-based malicious data were collected based on media content, swear word dictionary and comment search base, and call center recording data provided by three public institutions. Malicious calls were classified into 1) abusive language, 2) short language, 3) sexual harassment, and 4) insulting sentences and words, and data were collected. The procedure for developing a system that can automatically block malicious calls based on the collected data consisted of four major steps. The main code for creating software for operating the automatic blocking system to protect counselors from malicious calls in the call center is STT (Speech To Text) function, microphone voice recording, STT result and verbal comparison function in advance, blocking function when detecting abusive language, call Codes for 5 functions, including call quality score receiving function at the end, were developed. Conclusion: Although this system does not consider emotional consumption and exhaustion that occur during counseling, it is a system that can extract words related to profanity and sexual harassment that have high mental stress. Application: It is judged that the application of this system can help change the culture beyond simply preventing prevention by using a systematic methodology.

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