CN104580477A - Voice data processing method and device - Google Patents
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- CN104580477A CN104580477A CN201510018632.5A CN201510018632A CN104580477A CN 104580477 A CN104580477 A CN 104580477A CN 201510018632 A CN201510018632 A CN 201510018632A CN 104580477 A CN104580477 A CN 104580477A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
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Abstract
The invention provides a voice data processing method and device. The method comprises the steps of responding to a recording analysis request initiated by a first user, acquiring a recording file of a customer corresponding to a customer identifier according to the customer identifier in the recording analysis request, converting the recording file into a text file and extracting one or more keywords involving the customer from the converted text file as customer data of the customer, wherein the keywords include the name of a working unit and attention information of the customer. By the adoption of the method and device, the processing efficiency of acquisition of the customer data is improved, and perfection and management of the customer data are facilitated.
Description
Technical field
The present invention relates to data processing field, specifically, relate to a kind of voice data processing method and device.
Background technology
Along with the universal rapidly of the Internet and the develop rapidly of search technique, when enterprise carries out promoting service, assisted by internet hunt and find the mode that potential customers have been extensive uses.Generally speaking, when promoting service personnel carry out promoting service, the most frequently used mode is linked up with regard to the relevant issues of promoting service with speech form and potential customers by phone.But, such voice communication way, due to extension worker and the potential customers different uncertain factor such as speech habits, diction, intonation, word speed separately, cause the availability of the communication recording data of speech form lower, for relate in recording data potential customers critical data preservation and to improve efficiency lower.Therefore, the solution improving recording data availability is needed at present badly.
Summary of the invention
For solving the problems of the technologies described above, the invention provides a kind of voice data processing method and device, be converted to text data by the recording data of extension worker being communicated with client, by the process of recording data listening to be converted to and see easily by complexity, improve the availability of recording data; And extract the customer data of the keyword in Communication with Customer as this client based on the text data after conversion, improve the treatment effeciency that customer profile data obtains, facilitate improving and management of customer data.
According to the first aspect of embodiment of the present invention, provide a kind of voice data processing method, the method can comprise:
The recording analysis request that response first user is initiated, obtains the recording file of the client corresponding with described customer ID according to the customer ID in described recording analysis request,
Described recording file is converted to text, and from the text after conversion, extraction relates to the customer data of one or more keywords as described client of described client, and described keyword comprises organization and the concern information of described client.
In certain embodiments of the present invention, described method can comprise further: the registration name registration title in organization and administration's database of the described client extracted being compared to obtain described client unit one belongs to is referred to as the first supplementary part of described customer data, and it is one or more that wherein said administration database comprises in industrial and commercial machine-operated database, civil administration's database.
In certain embodiments of the present invention, described method can comprise further: by the organization of the described client extracted and the second supplementary part being referred to as described customer data from the webpage name obtaining the enterprise name captured the webpage of described Communication with Customer mode and compare to obtain described client unit one belongs to.
In certain embodiments of the present invention, described method can comprise further: by described customer data by browser plug-in to showing to described first user in the form of text, and described customer data to be uploaded onto the server.
In certain embodiments of the present invention, described method can comprise further: the customer data analysis request responding the second user, and send customer data corresponding to described customer ID according to the customer ID in described customer data analysis request to described second user, so that described second user links up again according to described customer data and described client, and upgrade described customer data based on described again communication.
According to the second aspect of embodiment of the present invention, provide a kind of voice data processing apparatus, described device can comprise:
Data exchange module, for responding the recording analysis request that first user is initiated, obtains the recording file of the client corresponding with described customer ID according to the customer ID in described recording analysis request,
Sound identification module, for described recording file is converted to text, from the text after conversion, extraction relates to the customer data of one or more keywords as described client of described client, and described keyword comprises organization and the concern information of described client.
In certain embodiments of the present invention, described sound identification module, the registration name that also can be used for the registration title in the organization of the described client extracted and administration's database to compare to obtain described client unit one belongs to is referred to as first of described customer data and supplements part, wherein, what described administration database comprised in industrial and commercial machine-operated database, civil administration's database is one or more.
In certain embodiments of the present invention, described sound identification module, also can be used for the organization of the described client extracted and the second supplementary part being referred to as described customer data from the webpage name obtaining the enterprise name captured the webpage of described Communication with Customer mode and compare to obtain described client unit one belongs to.
In certain embodiments of the present invention, described data exchange module, also to can be used for described customer data by browser plug-in to showing to described first user in the form of text, and is uploaded onto the server by described customer data.
In certain embodiments of the present invention, described server, also can be used for the customer data analysis request of response second user, and send customer data corresponding to described customer ID according to the customer ID in described customer data analysis request to described second user, so that described second user links up again according to described customer data and described client, and upgrade described customer data based on described again communication.
The voice data processing method that embodiment of the present invention provides and device, by the recording data of communicating with client is converted to text data, and extract the key message of client as customer data based on the text data after conversion, improve the information utilization of speech data in communication, improve the availability of recording data, thus facilitate improving and management of customer data; Secondly, the accurate registration title obtaining client unit that the database of the organization and the official that extract based on text data after conversion is compared and/or compare obtain the webpage title of client unit by based on change the enterprise name captured in the webpage of organization that rear text data extracts and acquisition Communication with Customer mode, further increase the utilance of the unit information in recording data, improve accuracy and the coverage rate of customer data; Again, the customer data of textual form is shown to user by browser plug-in, improve the convenient degree that extension worker obtains customer data, allow extension worker can obtain customer data in real time or in time, understand customer demand, also contribute to improving and link up efficiency; Again, by customer data is uploaded onto the server, be convenient to extension worker obtain other extension workers and formerly link up the customer data obtained, expand the use crowd of recording data, improve the information sharing degree of recording data, and can by the repeatedly communication of multiple extension worker, upgrade in time customer data.
Accompanying drawing explanation
Fig. 1 simplified schematic illustration is according to the schematic flow sheet of a kind of voice data processing method of embodiment of the present invention;
Fig. 2 simplified schematic illustration is according to the structural representation of a kind of voice data processing apparatus of embodiment of the present invention.
Embodiment
For making the object of embodiments of the invention, technical scheme and advantage clearly, below in conjunction with accompanying drawing, the present invention is described in further detail.
See Fig. 1, illustrate the schematic flow sheet of a kind of voice data processing method according to embodiment of the present invention, the method specifically can comprise the steps:
Step S101, the recording analysis request that response first user is initiated, obtains the recording file of the client corresponding with customer ID according to the customer ID in recording analysis request,
Step S102, is converted to text by recording file, and from the text after conversion, extraction relates to the customer data of one or more keywords as this client of this client, and wherein, keyword comprises organization and the concern information of this client.
In embodiments of the present invention, voice data processing method can comprise the recording analysis request that step S101 responds first user initiation, obtains the recording file of the client corresponding with customer ID according to the customer ID in recording analysis request.Wherein, first user can be extension worker, and extension worker obtains the communication way (such as, telephone number, phone number etc.) of client by webpage or other modes, and carry out voice communication according to the communication way obtained and client, and voice communication is recorded.
Under application scenes, in step S101, extension worker can be responded by client (such as, being installed on the client on extension worker's computing equipment) plug-in unit initiates and the real-time recording analysis request of current talking client, this recording analysis request can comprise the customer ID telephone number or phone number etc. of client (such as, can be).Under other application scenarios, in step S101, can respond extension worker by client plug-in initiate formerly with the recording analysis request of a certain client, such as, extension worker A and client X has carried out once linking up and recording to communication process, due to client's now demand purpose uncertain, just real-time recording is not asked to be resolved.After a period of time, extension worker B also obtains the communication way of client X (such as, telephone number or phone number etc.), so extension worker B is after inquiring recording file server and preserving the recording file of this client X, the communication way of client X can be initiated non real-time recording analysis request as customer ID.
Perform step S101, the real-time/non-real time recording analysis request that response extension worker initiates, and according to the customer ID in recording analysis request (such as, telephone number or phone number) recording file of (such as, passing through downloading mode) client corresponding with this customer ID is obtained from the server storing recording file.Next, perform step S102 and obtained recording file is converted to text, such as, the acoustic feature of deep neural network technological learning recording data can be used to be optimized recording data in the process of conversion.Subsequently, from the text after conversion, extraction relates to the customer data of one or more keywords as this client of this client, wherein, one or more keyword can comprise organization and the concern information of this client, concern information can be different according to the difference of the relation factor such as product or client, such as, can include but not limited to: promote name of product, product type, product price, the product place of production, freight etc.Customer data can comprise organization, the concern information of client extracted from the text data after conversion, and customer data, except comprising foregoing, can also comprise the recorded information such as date, air time that extension worker and customer voice are linked up.Recording data due to various different disturbing factor (such as, the voice style etc. of call background noise, both call sides) and make the availability of wherein customer information lower and to obtain the means of wherein information more consuming time, recording data is converted to text data by speech recognition by the present invention, and extract the key message of client as customer data based on the text data after conversion, improve the information utilization of speech data in communication and the convenient degree of acquisition, improve the availability of recording data, thus facilitate improving and management of customer data.
In certain embodiments of the present invention, voice data processing method can comprise further: the registration name registration title in organization and administration's database of this client extracted being compared to obtain this client unit one belongs to is referred to as the first supplementary part of customer data, and wherein to comprise in industrial and commercial machine-operated database, civil administration's database one or more for administration's database.Such as, registration title in the client unit title extracted from the text data after conversion and administration's database is compared, such as, for general business unit, then can compare with the registered enterprise's title in the machine-operated database of industry and commerce, for some public organizations, non-governmental non-enterprise unit etc., then can compare with the registration title in civil administration database, thus obtain this client unit one belongs to and register title accurately, as a supplementary part of this customer data, this supplements part and other parts of customer data (such as, the client unit title that speech recognition goes out and concern information etc.) together be stored in the data bank of this client.The present invention, by can further improve the utilance of unit information in recording data with the above-mentioned contrast of the large data of bottom, improves the accuracy of customer data.
In other execution mode, voice data processing method also can comprise further: by the organization of this client extracted and the second supplementary part being referred to as this customer data from the webpage name obtaining the enterprise name captured the webpage of this Communication with Customer mode and compare to obtain client unit one belongs to.Such as, by the organization extracted from the text data after conversion and the communication way of this client can be searched (such as, telephone number or phone number etc.) webpage in the enterprise name that captures compare, thus obtain the webpage title of this client, such as, can be the abbreviation of this enterprise or more easily cause the title etc. of social concerns, as another supplementary part of customer data of this client, this supplements part and is stored in the data bank of this client together with other parts of customer data.Be can further improve the utilance of unit information in recording data by above-mentioned comparison, improve the coverage rate of customer data, be convenient to the perfect of customer data.
In certain embodiments of the present invention, voice data processing method can comprise further: by customer data by browser plug-in to showing to described first user in the form of text, and customer data to be uploaded onto the server.Such as, the customer data of the textual form extracted based on the text data after conversion is shown to extension worker with floating layer form by browser plug-in, improve the convenient degree that recording data uses, also contribute to improving the success rate promoted.The customer data of acquisition can also be uploaded to customer relation management (Customer Relationship Management, CRM) server, be convenient to customer information management and maintenance.
In certain embodiments of the present invention, voice data processing method can comprise further: the customer data analysis request responding the second user, and send customer data corresponding to customer ID according to the customer ID in customer data analysis request to the second user, so that the second user links up again according to customer data and this client, and based on again linking up renewal customer data.Wherein, the second user can be another user (such as, other extension worker) different from first user.Such as, extension worker searches the communication way of a certain client (such as from webpage, telephone number, phone number etc.) after, whether this communication way can be stored on customer ID inquiry CRM server the customer data of this client, if inquire, then directly can obtain the data of this client from CRM server, before again linking up, understand the demand of this client, contribute to improving the efficiency linked up.But also based on the recording data of again linking up, the customer data of this client can be upgraded.
Below describe voice data processing method of the present invention in conjunction with specific embodiments, describe the voice data processing apparatus corresponding with above-mentioned processing method below in conjunction with specific embodiment.
See Fig. 2, simplified schematic illustration is according to the structural representation of a kind of voice data processing apparatus of embodiment of the present invention, and voice data processing apparatus 200 specifically can comprise:
Data exchange module 201, for responding the recording analysis request that first user is initiated, obtains the recording file of the client corresponding with described customer ID according to the customer ID in described recording analysis request,
Sound identification module 202, for described recording file is converted to text, from the text after conversion, extraction relates to the customer data of one or more keywords as described client of described client, and described keyword comprises organization and the concern information of described client.
In embodiments of the present invention, each module of voice data processing apparatus 200 can be arranged at respectively and to be physically separated but on the distinct device that can communicate, such as, data exchange module 201 can be arranged at data exchange server, sound identification module 202 can be arranged on voice server cluster, data exchange server and voice server cluster can be positioned at the position of physical separation, and each module can be called mutually with other modules on server apparatus.
Data exchange module 201 of the present invention responds the recording analysis request that first user is initiated, and obtains the recording file of the client corresponding with described customer ID according to the customer ID in described recording analysis request.Wherein, first user can be extension worker, and extension worker obtains the communication way (such as, telephone number, phone number etc.) of client by webpage or other modes, and carry out voice communication according to the communication way obtained and client, and voice communication is recorded.
Under application scenes, data exchange module 201 can respond extension worker by client (such as, being installed on the client on extension worker's computing equipment) plug-in unit initiates and the real-time recording analysis request of current talking client, this recording analysis request can comprise the customer ID telephone number or phone number etc. of client (such as, can be).Under other application scenarios, data exchange module 201 can respond extension worker by client plug-in initiate formerly with the non real-time recording analysis request of a certain client, such as, extension worker A and client X has carried out once linking up and recording to communication process, due to client's now demand purpose uncertain, just real-time recording is not asked to be resolved.After a period of time, extension worker B also obtains the communication way of client X (such as, telephone number or phone number etc.), so extension worker B is after inquiring recording file server and preserving the recording file of this client X, the communication way of client X can be initiated non real-time recording analysis request as customer ID.
Data exchange module 201 can respond the real-time/non-real time recording analysis request that extension worker initiates, and according to the customer ID in recording analysis request (such as, telephone number or phone number) obtain (such as from the server storing recording file, pass through downloading mode) recording file of the client corresponding with this customer ID, then obtained recording file is sent to sound identification module 202.Obtained recording file is converted to text by sound identification module 202, such as, the acoustic feature of deep neural network technological learning recording data can be used to be optimized recording data in the process of conversion, and extraction relates to the customer data of one or more keywords as this client of this client from the text after conversion, wherein, this one or more keyword can comprise organization and the concern information of this client, concern information can be different according to the difference of the relation factor such as product or client, such as, can include but not limited to: promote name of product, product type, product price, the product place of production, freight etc.Customer data can comprise organization, the concern information of client extracted from the text data after conversion, and customer data can also comprise the recorded information such as date, air time that extension worker and customer voice are linked up except comprising foregoing.Recording data due to various different disturbing factor (such as, the voice style etc. of call background noise, both call sides) and make the availability of wherein customer information lower and to obtain the means of wherein information more consuming time, recording data is converted to text data by speech recognition by the present invention, and extract the key message of client as customer data based on the text data after conversion, improve the information utilization of speech data in communication and the convenient degree of acquisition, improve the availability of recording data, thus facilitate improving and management of customer data.
In certain embodiments of the present invention, the registration name that sound identification module 202 also can be used for the registration title in organization and administration's database of this client extracted to compare to obtain this client unit one belongs to is referred to as the first supplementary part of customer data, and wherein to comprise in industrial and commercial machine-operated database, civil administration's database one or more for administration's database.Such as, registration title in the client unit title extracted from the text data after conversion and administration's database is compared, such as, for general business unit, then can compare with the registered enterprise's title in the machine-operated database of industry and commerce, for some public organizations, non-governmental non-enterprise unit etc., then can compare with the registration title in civil administration database, thus obtain this client unit one belongs to and register title accurately, as a supplementary part of this customer data, this supplements part and other parts of customer data (such as, the client unit title that speech recognition goes out and concern information etc.) together be stored in the data bank of this client.The present invention, by can further improve the utilance of unit information in recording data with the above-mentioned contrast of the large data of bottom, improves the accuracy of customer data.
In other execution mode, sound identification module 202 also can be used for the organization of this client extracted and the second supplementary part being referred to as this customer data from the webpage name obtaining the enterprise name captured the webpage of this Communication with Customer mode and compare to obtain client unit one belongs to.Such as, by the organization extracted from the text data after conversion and the communication way of this client can be searched (such as, telephone number or phone number etc.) webpage in the enterprise name that captures compare, thus obtain the webpage title of this client, such as, can be the abbreviation of this enterprise or more easily cause the title etc. of social concerns, as another supplementary part of customer data of this client, this supplements part and is stored in the data bank of this client together with other parts of customer data.Be can further improve the utilance of unit information in recording data by above-mentioned comparison, improve the coverage rate of customer data, be convenient to the perfect of customer data.
In certain embodiments of the present invention, data exchange module 201 also to can be used for customer data by browser plug-in to showing to described first user in the form of text, and is uploaded onto the server by customer data.Such as, the customer data of the textual form extracted based on the text data after conversion is shown to extension worker with floating layer form by browser plug-in, improve the convenient degree that recording data uses, also contribute to improving the success rate promoted.The customer data of acquisition manageming contacts CRM server be can also be uploaded to, customer information management and maintenance are convenient to.
In certain embodiments of the present invention, the CRM server receiving the customer data that data exchange module 201 is uploaded also can be used for: the customer data analysis request responding the second user, and send customer data corresponding to customer ID according to the customer ID in customer data analysis request to the second user, so that the second user links up again according to customer data and this client, and based on again linking up renewal customer data.Wherein, the second user can be another user (such as, other extension worker) different from first user.Such as, extension worker searches the communication way of a certain client (such as from webpage, telephone number, phone number etc.) after, whether this communication way can be stored on customer ID inquiry CRM server the customer data of this client, if inquire, then directly can obtain the data of this client from CRM server, before again linking up, understand the demand of this client, contribute to improving the efficiency linked up.But also based on the recording data of again linking up, the customer data of this client can be upgraded.
Through the above description of the embodiments, those skilled in the art can be well understood to the present invention and can realize by the mode of software combined with hardware platform, can certainly all be implemented by hardware.Based on such understanding, what technical scheme of the present invention contributed to background technology can embody with the form of software product in whole or in part, this computer software product can be stored in storage medium, as ROM/RAM, magnetic disc, CD etc., comprising some instructions in order to make a computer equipment (can be personal computer, server, smart mobile phone or the network equipment etc.) perform the method described in some part of each embodiment of the present invention or embodiment.
The term used in specification of the present invention and wording, just to illustrating, are not meaned and are formed restriction.It will be appreciated by those skilled in the art that under the prerequisite of the general principle not departing from disclosed execution mode, can various change be carried out to each details in above-mentioned execution mode.Therefore, scope of the present invention is only determined by claim, and in the claims, except as otherwise noted, all terms should be understood by the most wide in range rational meaning.
Claims (10)
1. a voice data processing method, is characterized in that, comprising:
The recording analysis request that response first user is initiated, obtains the recording file of the client corresponding with described customer ID according to the customer ID in described recording analysis request,
Described recording file is converted to text, and from the text after conversion, extraction relates to the customer data of one or more keywords as described client of described client, and described keyword comprises organization and the concern information of described client.
2. method according to claim 1, is characterized in that, described method comprises further:
Registration name registration title in the organization of the described client extracted and administration's database being compared to obtain described client unit one belongs to is referred to as first of described customer data and supplements part, wherein, what described administration database comprised in industrial and commercial machine-operated database, civil administration's database is one or more.
3. method according to claim 2, is characterized in that, described method comprises further:
By the organization of the described client extracted and the second supplementary part being referred to as described customer data from the webpage name obtaining the enterprise name captured the webpage of described Communication with Customer mode and compare to obtain described client unit one belongs to.
4. method as claimed in any of claims 1 to 3, is characterized in that, described method comprises further:
By described customer data by browser plug-in to showing to described first user in the form of text, and described customer data to be uploaded onto the server.
5. method according to claim 4, is characterized in that, described method comprises further:
Respond the customer data analysis request of the second user, and send customer data corresponding to described customer ID according to the customer ID in described customer data analysis request to described second user, so that described second user links up again according to described customer data and described client, and upgrade described customer data based on described again communication.
6. a voice data processing apparatus, is characterized in that, comprising:
Data exchange module, for responding the recording analysis request that first user is initiated, obtains the recording file of the client corresponding with described customer ID according to the customer ID in described recording analysis request,
Sound identification module, for described recording file is converted to text, from the text after conversion, extraction relates to the customer data of one or more keywords as described client of described client, and described keyword comprises organization and the concern information of described client.
7. device according to claim 6, it is characterized in that, described sound identification module, registration name also for comparing the registration title in the organization of the described client extracted and administration's database to obtain described client unit one belongs to is referred to as first of described customer data and supplements part, wherein, what described administration database comprised in industrial and commercial machine-operated database, civil administration's database is one or more.
8. device according to claim 7, it is characterized in that, described sound identification module, also for by the organization of the described client extracted and the second supplementary part being referred to as described customer data from the webpage name obtaining the enterprise name captured the webpage of described Communication with Customer mode and compare to obtain described client unit one belongs to.
9. according to the device in claim 6 to 8 described in any one, it is characterized in that, described data exchange module, also for by described customer data by browser plug-in to showing to described first user in the form of text, and described customer data to be uploaded onto the server.
10. device according to claim 9, it is characterized in that, described server, also for responding the customer data analysis request of the second user, and send customer data corresponding to described customer ID according to the customer ID in described customer data analysis request to described second user, so that described second user links up again according to described customer data and described client, and upgrade described customer data based on described again communication.
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| CN201510018632.5A CN104580477A (en) | 2015-01-14 | 2015-01-14 | Voice data processing method and device |
| PCT/CN2015/083943 WO2016112665A1 (en) | 2015-01-14 | 2015-07-14 | Voice data processing method and device |
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| CN108549848A (en) * | 2018-03-27 | 2018-09-18 | 百度在线网络技术（北京）有限公司 | Method and apparatus for output information |
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