Abstract: An outbound-operation support apparatus extracts a set of materials corresponding to received contents of an operation from a material database (DB) and extracts a theme and a knowledge-level value having a success rate larger than a predetermined threshold value from a value DB. Thereafter, a set of customer identifications corresponding to each of the extracted themes and the knowledge-level values is extracted from another value DB, and customer information corresponding to each of the customer identifications is extracted from a customer DB. The extracted material and the customer information are associated with each another and transmitted to an outbound agent terminal.

Abstract: A computer-readable recording medium having recorded therein agent training program in which when each agent has been performing an answer, agent identifier, and enquiry contents and contents of the answer are stored in a storage device. An enquiry pattern is extracted from enquiry contents. Respective agents' answers are evaluated, for each enquiry pattern, and by a model contents of the answer extraction section, contents of the answer of an agent with highest evaluation is extracted as model contents of the answer. The contents of the answer of a trainee agent and model contents of the answer are divided into predetermined phases, and corresponding phase of both are mutually compared to calculate ineptitude-degrees in respective phases of trainee agent.

Abstract: An outbound-operation support apparatus extracts a set of materials corresponding to received contents of an operation from a material database (DB) and extracts a theme and a knowledge-level value having a success rate larger than a predetermined threshold value from a value DB. Thereafter, a set of customer identifications corresponding to each of the extracted themes and the knowledge-level values is extracted from another value DB, and customer information corresponding to each of the customer identifications is extracted from a customer DB. The extracted material and the customer information are associated with each another and transmitted to an outbound agent terminal.

Abstract: A computer-readable recording medium having recorded therein agent training program in which when each agent has been performing an answer, agent identifier, and enquiry contents and contents of the answer are stored in a storage device. An enquiry pattern is extracted from enquiry contents. Respective agents' answers are evaluated, for each enquiry pattern, and by a model contents of the answer extraction section, contents of the answer of an agent with highest evaluation is extracted as model contents of the answer. The contents of the answer of a trainee agent and model contents of the answer are divided into predetermined phases, and corresponding phase of both are mutually compared to calculate ineptitude-degrees in respective phases of trainee agent.

Abstract: To extract words or the like intensively related to contents of text from the same text without necessity of cost required for a excessively large amount of man-power and thereby to generate the information of the text using these extracted words or the like.