{"metadata":{"_oai":{"id":"oai:ipsj.ixsq.nii.ac.jp:00209040","sets":["934:10195:10450:10451"]},"path":["10451"],"owner":"44499","recid":"209040","title":["データ分析によるコンタクトセンタ効率化DX：いつだれがどこに電話をかければよいか"],"pubdate":{"attribute_name":"公開日","attribute_value":"2021-01-15"},"_buckets":{"deposit":"941a9320-bd83-48aa-92b9-bd863738a355"},"_deposit":{"id":"209040","pid":{"type":"depid","value":"209040","revision_id":0},"owners":[44499],"status":"published","created_by":44499},"item_title":"データ分析によるコンタクトセンタ効率化DX：いつだれがどこに電話をかければよいか","author_link":["525930","525925","525929","525926","525931","525927","525924","525928"],"item_titles":{"attribute_name":"タイトル","attribute_value_mlt":[{"subitem_title":"データ分析によるコンタクトセンタ効率化DX：いつだれがどこに電話をかければよいか"},{"subitem_title":"Contact center DX by data analysis -When, who, where operators call to-","subitem_title_language":"en"}]},"item_keyword":{"attribute_name":"キーワード","attribute_value_mlt":[{"subitem_subject":"[一般投稿論文] データ分析, DX, コンタクトセンタ","subitem_subject_scheme":"Other"}]},"item_type_id":"3","publish_date":"2021-01-15","item_3_text_3":{"attribute_name":"著者所属","attribute_value_mlt":[{"subitem_text_value":"日本電信電話株式会社／慶應義塾大学"},{"subitem_text_value":"日本電信電話株式会社"},{"subitem_text_value":"日本電信電話株式会社"},{"subitem_text_value":"慶應義塾大学"}]},"item_3_text_4":{"attribute_name":"著者所属(英)","attribute_value_mlt":[{"subitem_text_value":"Smart Data Science Center, Nippon Telegraph and Telephone Corporation / Department of Information and Computer Science, Keio University","subitem_text_language":"en"},{"subitem_text_value":"Smart Data Science Center, Nippon Telegraph and Telephone Corporation","subitem_text_language":"en"},{"subitem_text_value":"Smart Data Science Center, Nippon Telegraph and Telephone Corporation","subitem_text_language":"en"},{"subitem_text_value":"Department of Information and Computer Science, Keio University","subitem_text_language":"en"}]},"item_language":{"attribute_name":"言語","attribute_value_mlt":[{"subitem_language":"jpn"}]},"item_publisher":{"attribute_name":"出版者","attribute_value_mlt":[{"subitem_publisher":"情報処理学会","subitem_publisher_language":"ja"}]},"publish_status":"0","weko_shared_id":44499,"item_file_price":{"attribute_name":"Billing file","attribute_type":"file","attribute_value_mlt":[{"url":{"url":"https://ipsj.ixsq.nii.ac.jp/record/209040/files/IPSJ-TDP0201001.pdf","label":"IPSJ-TDP0201001.pdf"},"date":[{"dateType":"Available","dateValue":"2021-01-15"}],"format":"application/pdf","billing":["billing_file"],"filename":"IPSJ-TDP0201001.pdf","filesize":[{"value":"1.4 MB"}],"mimetype":"application/pdf","priceinfo":[{"tax":["include_tax"],"price":"0","billingrole":"5"},{"tax":["include_tax"],"price":"0","billingrole":"6"},{"tax":["include_tax"],"price":"0","billingrole":"44"}],"accessrole":"open_date","version_id":"fd62d310-3cf6-43a7-8f54-485905d8fae6","displaytype":"detail","licensetype":"license_note","license_note":"Copyright (c) 2021 by the Information Processing Society of Japan"}]},"item_3_creator_5":{"attribute_name":"著者名","attribute_type":"creator","attribute_value_mlt":[{"creatorNames":[{"creatorName":"石井, 方邦"}],"nameIdentifiers":[{}]},{"creatorNames":[{"creatorName":"槇, 俊孝"}],"nameIdentifiers":[{}]},{"creatorNames":[{"creatorName":"大森, 久美子"}],"nameIdentifiers":[{}]},{"creatorNames":[{"creatorName":"大槻, 知明"}],"nameIdentifiers":[{}]}]},"item_3_creator_6":{"attribute_name":"著者名(英)","attribute_type":"creator","attribute_value_mlt":[{"creatorNames":[{"creatorName":"Masakuni, Ishii","creatorNameLang":"en"}],"nameIdentifiers":[{}]},{"creatorNames":[{"creatorName":"Toshitaka, Maki","creatorNameLang":"en"}],"nameIdentifiers":[{}]},{"creatorNames":[{"creatorName":"Kumiko, Oomori","creatorNameLang":"en"}],"nameIdentifiers":[{}]},{"creatorNames":[{"creatorName":"Tomoaki, Ohtsuki","creatorNameLang":"en"}],"nameIdentifiers":[{}]}]},"item_3_source_id_9":{"attribute_name":"書誌レコードID","attribute_value_mlt":[{"subitem_source_identifier":"AA12894091","subitem_source_identifier_type":"NCID"}]},"item_resource_type":{"attribute_name":"資源タイプ","attribute_value_mlt":[{"resourceuri":"http://purl.org/coar/resource_type/c_6501","resourcetype":"journal article"}]},"item_3_source_id_11":{"attribute_name":"ISSN","attribute_value_mlt":[{"subitem_source_identifier":"2435-6484","subitem_source_identifier_type":"ISSN"}]},"item_3_description_7":{"attribute_name":"論文抄録","attribute_value_mlt":[{"subitem_description":"本稿では，営業のあり方に関するデジタルトランスフォーメーションの一環として，アウトバウンドのコンタクトセンタの架電に関する改善を行った．現在蓄積されている顧客情報や過去の訪問履歴・通話履歴を利用してデータ分析を適用することで優先顧客リストを生成し，電話のオペレータが営業担当者への取次ができる確率を15%以上向上した．","subitem_description_type":"Other"}]},"item_3_description_8":{"attribute_name":"論文抄録(英)","attribute_value_mlt":[{"subitem_description":"In this paper, we improved the call of outbound contact centers as part of the sales digital transformation. We generated a priority customer list by data analysis with the accumulated customer information and past visit history/call history. Using this list improved the success rate that the telephone operators can give propositions to sales representatives by 15%.","subitem_description_type":"Other"}]},"item_3_biblio_info_10":{"attribute_name":"書誌情報","attribute_value_mlt":[{"bibliographicPageEnd":"8","bibliographic_titles":[{"bibliographic_title":"情報処理学会論文誌デジタルプラクティス（TDP）"}],"bibliographicPageStart":"1","bibliographicIssueDates":{"bibliographicIssueDate":"2021-01-15","bibliographicIssueDateType":"Issued"},"bibliographicIssueNumber":"1","bibliographicVolumeNumber":"2"}]},"relation_version_is_last":true,"weko_creator_id":"44499"},"id":209040,"updated":"2025-01-19T17:01:17.938917+00:00","links":{},"created":"2025-01-19T01:10:22.799379+00:00"}