Information processing device, information processing method and program
An information processing device according to at least one embodiment has a specifying unit configured to specify the setting range for setting time-stamping, based on the content of a conversation between a plurality of people, the setting range being part or all of conversation data that represents the conversation, and a setting unit configured to set time-stamping for the specified setting range.
1 . An information processing device comprising a processor configured to execute operations comprising:
retrieving conversation data of a conversation between a customer and an operator, wherein the operator uses an operator terminal, the customer uses a customer terminal, and the operator terminal and the customer terminal communicate over a first communication network through a telephone exchange;
automatically extracting, based on a predetermined rule, a range of the conversation data for certifying authenticity of the range of the conversation data as having existed at a time of time-stamping,
wherein the predetermined rule identifies, based on a call reason the conversation data, the range of the conversation data;
the predetermined rule specifies, based on the call reason, a time of starting the range,
the predetermined rule further specifies, based on a keyword appearing in the range of the conversation data, a time duration of the automatically extracted range of the conversation data for time-stamping certification, and
the keyword appearing in the range represents need to maintain authenticity of the range of the conversation data at a time of the conversation taking place and have been untampered with as certified;
selectively generating, through communication with a server over a second communication network, certified time-stamping data of the automatically extracted range of the conversation data, wherein the certified time-stamping data comprise a time-stamp by receiving from the server the time-stamp and hash data of the automatically extracted range of the conversation data as certified information, thereby reducing a number of occurrences of performing time-stamping for certification through communication over the second communication network as compared to retrieving certified time-stamping on each range of the conversation data; and
storing and presenting the automatically extracted range of the conversation data as a certified portion of the conversation according to the selectively generated certified time-stamping data.
2 . The information processing device according to claim 1 , wherein the automatically extracting further comprises automatically extracting the range based at least in part on the conversation data, depending on content of a query from a first speaker to a second speaker.
3 . The information processing device according to claim 2 , the processor further configured to execute operations comprising:
detecting the content of the query from the content of the conversation,
wherein the automatically extracting further comprises automatically extracting the range based on part or all of the conversation data, depending on the detected content of the query.
4 . The information processing device according to claim 3 , the processor further configured to execute operations comprising:
converting the content of the conversation into text using speech recognition,
wherein the detecting further comprises detecting the content of the query from the text obtained by converting the content of the conversation.
5 . The information processing device according to claim 2 , wherein:
the automatically extracting further comprises automatically extracting the range based on a target, the target being at least a part the conversation data, and the range being at least a part of a time range of the target; and
the generating further comprises setting time-stamping for the range of the target.
6 . The information processing device according to claim 5 , wherein the automatically extracting further comprises automatically extracting the target and the range based on the content of the query and an important matter in the content of the conversation.
7 . The information processing device according to claim 6 , wherein the automatically extracting further comprises automatically extracting the target and the range based on the content of the query, or based on the content of the query and the important matter in the content of the conversation.
8 . The information processing device according to claim 6 , wherein the automatically extracting further comprises automatically extracting the range based on a predetermined range, the predetermined range starting from a time the important matter appears.
9 . The information processing device according to claim 8 , wherein the important matter comprises at least one of:
when a predetermined important word is spoken, or when a predetermined important act is performed.
10 . The information processing device according to claim 4 , wherein the automatically extracting further comprises automatically extracting the range based on at least one of a range represented by a clause or a segment of a sentence containing a predetermined word, in the text obtained by converting the content of the conversation, a range where a predetermined conjunction serves as a starting point and an end point, a predetermined range where the predetermined conjunction serves as a reference point, and a range to represent a specific scene in a range extracted from the text using natural language analysis.
11 . The information processing device according to claim 1 , wherein the keyword, based on the need to maintain authenticity of the range of conversation data at the time of the conversation taking place and have been untampered with according to the call reason, specifies the time of starting the automatically extracted range and the time duration of the automatically extracted range of the conversation data for time-stamping certification.
12 . An information processing method to be executed on a computer, comprising:
a retrieving step of retrieving conversation data of a conversation between a customer and an operator, wherein the operator uses an operator terminal, the customer uses a customer terminal, and the operator terminal and the customer terminal communicate over a first communication network through a telephone exchange;
an automatically extracting step of automatically extracting, based on a predetermined rule, a range of the conversation data for certifying authenticity of the range of the conversation data as having existed at a time of setting the time-stamping,
wherein the predetermined rule identifies, based on a call reason of the conversation data, the range of the conversation data;
the predetermined rule specifies, based on the call reason, a time of starting the range, and further specifies, based on a keyword appearing in the range of the conversation data, a time duration of the automatically extracted range of the conversation data, a time duration of the automatically extracted range of the conversation data for time-stamping certification, and
the keyword appearing in the range represents need to maintain authenticity of the range of conversation data at a time of the conversation taking place and have been untampered with as certified:
a selectively generating step of selectively generating, through communication with a server over a second communication network, certified time-stamping data of the automatically extracted at least a part of the range of the conversation data, wherein the certified time-stamping data comprise a time-stamp by receiving from the server the time-stamp and hash data of the automatically extracted range of the conversation data as certified information, thereby reducing a number of occurrences of performing time-stamping for certification through communication over the second communication network as compared to retrieving certified time-stamping on each range of the conversation data; and
storing and presenting the automatically extracting range of the conversation data as a certified portion of the conversation according to the selectively generated certified time-stamping data.
13 . A non-transitory computer-readable storage medium storing a program for causing a computer to execute:
a retrieving step of retrieving conversation data of a conversation between a customer and an operator, wherein the operator uses an operator terminal, the customer uses a customer terminal, and the operator terminal and the customer terminal communicate over a first communication network through a telephone exchange;
an automatically extracting step of automatically extracting, based on a predetermined rule, a range of the conversation data for certifying authenticity of the range of the conversation data as having existed at a time of setting the time-stamping,
wherein the predetermined rule identifies, based on a call reason of the conversation data, the range of the conversation data;
the predetermined rule specifies, based on the call reason, a time of starting the range, and further specifies, based on a keyword appearing in the range of the conversation data, a time duration of the automatically extracted range of the conversation data, a time duration of the automatically extracted range of the conversation for time-stamping certification, and
the keyword appearing in the range represents need to maintain authenticity of the range of the conversation data at a time of the conversation taking place and have been untampered with as certified;
a selectively generating step of selectively generating, through communication with a server over a second communication network, certified time-stamping data of the automatically extracted at least a part of the specified range of the conversation data, wherein the certified time-stamping data comprise a time-stamp by receiving from the server the time-stamp and hash data of the automatically extracted range of the conversation data as certified information, thereby reducing a number of occurrences of performing time-stamping for certification through communication over the second communication network as compared to retrieving certified time-stamping on each range of the conversation data; and
storing and presenting the automatically extracting range of the conversation data as a certified portion of the conversation according to the selectively generated certified time-stamping data.