CN108648768A - A kind of consulting recommendation method and its management system - Google Patents
A kind of consulting recommendation method and its management system Download PDFInfo
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- CN108648768A CN108648768A CN201810336102.9A CN201810336102A CN108648768A CN 108648768 A CN108648768 A CN 108648768A CN 201810336102 A CN201810336102 A CN 201810336102A CN 108648768 A CN108648768 A CN 108648768A
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- 238000000034 method Methods 0.000 title claims abstract description 17
- 238000004458 analytical method Methods 0.000 claims abstract description 20
- 230000002996 emotional effect Effects 0.000 claims abstract description 8
- 238000009223 counseling Methods 0.000 claims abstract description 6
- 230000008451 emotion Effects 0.000 claims abstract description 6
- 230000036651 mood Effects 0.000 claims abstract description 6
- 238000007689 inspection Methods 0.000 claims 1
- 238000005516 engineering process Methods 0.000 description 2
- 230000009286 beneficial effect Effects 0.000 description 1
- 238000001514 detection method Methods 0.000 description 1
- 238000010586 diagram Methods 0.000 description 1
- 238000010297 mechanical methods and process Methods 0.000 description 1
- 230000005226 mechanical processes and functions Effects 0.000 description 1
- 238000012986 modification Methods 0.000 description 1
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- G10L25/00—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00
- G10L25/48—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use
- G10L25/51—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use for comparison or discrimination
- G10L25/63—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use for comparison or discrimination for estimating an emotional state
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/02—Marketing; Price estimation or determination; Fundraising
- G06Q30/0281—Customer communication at a business location, e.g. providing product or service information, consulting
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Abstract
The present invention relates to a kind of consulting recommendation method and its management systems, and when method includes to lead referral commodity and service, the sound of client is obtained by sound acquisition module；The volume, word speed and tone for analyzing sound in real time according to the sound of client determine client's real-time emotion state according to information volume, word speed information and tone information；Go out the interested degree of client according to the real-time emotion state analysis of client；Contact staff done according to the interested recommendation of client it is further recommended that, system includes sound acquisition module, for acquiring the voice that sends out when client seeks advice from customer service；Sound analysis module, volume, word speed and tone for analyzing voice of customers, determines the variation range of voice of customers, and whether the sound for detecting client is more than specified range；Mood analysis module, the emotional change for determining client understand the interested recommendation of client.Contact staff understands the emotional state of client in real time in providing counseling services, improves the desire for consumer goods of client indirectly.
Description
Technical field
The present invention relates to counseling services fields, more particularly to a kind of consulting recommendation method and its management system.
Background technology
Client is in order to be best understood from the commodity and service of enterprise, and customer service that usually all can be to enterprise is seeked advice from, for enterprise
For, in addition to providing explanation to client in consultation process, the commodity and service for recommending oneself in passing is also to improve itself sales volume
One of approach therefore how in consultation process to client to promote interested commodity and service and become enterprise and need to solve
The problem of.Nowadays contact staff does to client when recommend, the method for typically taking artificial judgment, however this side
Method the case where it is easy to appear misjudgments, especially for the contact staff that a few thing is lacked experience, if pushed away to client
The commodity and service not liked is recommended, client can generate dislike to enterprise instead, affect client indirectly to enterprise's commodity and service
Desire to purchase.
Method and its management system is recommended to solve the above problems therefore, it is necessary to design a kind of new consulting.
Invention content
The purpose of the present invention is to provide a kind of consulting recommendation method and its management systems, to solve in above-mentioned background technology
The problem of proposition.
To achieve the above object, the present invention adopts the following technical scheme that：A kind of consulting recommendation method and its management system,
When including to lead referral commodity and service, the sound of client is obtained by the sound acquisition module of counseling services device；According to client
Sound analyze the volume, word speed and tone of sound in real time, client is determined according to information volume, word speed information and tone information
Real-time emotion state；Go out client to the interested degree of each recommendation according to the real-time emotion state analysis of client；Customer service
Personnel done according to the interested recommendation of client it is further recommended that.
Further, the initial time section after call is started according to client and sets the volume initial value of voice of customers, word speed
Initial value and tone initial value.
Further, the initial time section is 5 ~ 10s.
Further, the volume initial value is the average volume of the initial time section, and the word speed initial value is institute
The average word speed of initial time section is stated, the tone initial value is the average pitch of the initial time section.
Further, according to volume initial value, word speed initial value and tone initial value be set separately volume upper limit value and
Lower limiting value, the upper limit value of word speed and lower limiting value, the upper limit value of tone and lower limiting value.
A kind of consulting management system comprising sound acquisition module seeks advice from the voice sent out when customer service for acquiring client；
Sound analysis module, volume, word speed and tone for analyzing voice of customers determine the variation range of voice of customers, detection visitor
Whether the sound at family is more than specified range；It is interested to understand client for mood analysis module, the emotional change for determining client
Recommendation.
Further, the sound analysis module includes initial alignment module, and the initial alignment module is for determining visitor
Volume initial value, word speed initial value and the tone initial value of family sound.
Further, the sound analysis module includes that volume limits module, word speed limits module and tone limits module,
The volume limits the upper limit value and lower limiting value that module is used to define volume, and the word speed limits module for defining word speed
Limit value and lower limiting value, the tone limit the upper limit value and lower limiting value that module is used to define tone.
Beneficial effects of the present invention are：During client seeks advice to contact staff, contact staff can understand visitor in real time
The emotional state at family and the interested commodity and service of client is done it is further recommended that, improve the desire for consumer goods of client.
Description of the drawings
The invention will be further described for attached drawing, but the embodiment in attached drawing does not constitute any limitation of the invention.
Fig. 1 is the structural schematic diagram that one embodiment of the invention provides.
Specific implementation mode
As shown in fig. 1, a kind of consulting management system that one embodiment of the invention provides comprising sound acquisition module 1,
Sound analysis module 2 and mood analysis module 3, the sound acquisition module 1 are used to acquire client and seek advice from the language sent out when customer service
Sound.The sound analysis module 2 is used to analyze the volume, word speed and tone of voice of customers, determines the variation range of voice of customers,
Whether the sound for detecting client is more than specified range.The sound analysis module 2 includes initial alignment module 21, volume restriction mould
Block 22, word speed limit module 23 and tone limits module 24, and the initial alignment module 21 is used to determine the volume of voice of customers
Initial value, word speed initial value and tone initial value.The volume limits the upper limit value and lower limiting value that module 22 is used to define volume,
The word speed limits the upper limit value and lower limiting value that module 23 is used to define word speed, and the tone limits module 24 for defining tone
Upper limit value and lower limiting value.The mood analysis module 3 is used to determine the emotional change of client, understands the interested recommendation of client
Content.
In actual mechanical process, when client, which puts through service calls, to be started to seek advice from, the telephone connection of client is extremely seeked advice from
Server, the sound acquisition module 1 of counseling services device start to acquire sound, and the sound of the sound and client to contact staff into
Row separation, then voice of customers information is sent to the sound analysis module 2.The initial alignment module 21 records client and starts
Initial time section after call, the period are 5 ~ 10s, and the specific time can be repaiied according to the actual demand of each enterprise
Change.The initial alignment module 21 analyzes average volume, average word speed and the average pitch of client during this period of time, and handle
Average volume, average word speed and average pitch are preserved respectively as volume initial value, word speed initial value and tone initial value.
The volume limits the upper limit value and lower limiting value that module 22 defines volume based on the volume initial value, described
Word speed limits the upper limit value and lower limiting value that module 23 defines word speed based on the word speed initial value, and the tone limits module
24 define the upper limit value and lower limiting value of tone based on the tone initial value.After client is in the initial time section again
When secondary speech, the sound analysis module 2 parses the real-time volume, real-time word speed and real-time tone of voice of customers, the sound
Amount limits module 22 and is compared to real-time volume, and the word speed limits module 23 and compared to real-time word speed, the volume
Limit module 22 real-time tone is compared, when real-time volume the volume limit module 22 upper limit value and lower limiting value it
Between, for real-time word speed between the upper limit value and lower limiting value that the word speed limits module 23, real-time tone limits mould in the tone
When between the upper limit value and lower limiting value of block 24, then customer anger is judged for normal condition, conversely, when real-time volume, real-time word speed
And have in real-time tone two be more than upper limit value, then judge that customer anger is in high state, when real-time volume, real-time word speed and
There are two to be less than lower limiting value in real-time tone, then judges that customer anger is in impatient state, wherein counseling services device can be timely
The emotional state of client is shown in the work computer of contact staff, contact staff will be seen that the mood of client whereby, such as
Client is in high state, illustrates that client is interested in current recommendation, and contact staff, which then can be considered, to be done to client into one
Step is recommended, and can also judge client to the interested degree of the recommendation, as client is according to more than the degree of upper limit value
Impatient state then stops recommending in time.In addition, if client is in angry state and makes real-time volume, real-time word speed and reality
When tone in have two be more than upper limit value, contact staff can stop doing recommendation according to actual conditions.Client consults to contact staff
During inquiry, understands the emotional state of client in real time by contact staff and the interested commodity and service of client is done further
Recommend, improves the desire for consumer goods of client indirectly.
Each technical characteristic of embodiment described above can be combined arbitrarily, to keep description succinct, not to above-mentioned reality
It applies all possible combination of each technical characteristic in example to be all described, as long as however, the combination of these technical characteristics is not deposited
In contradiction, it is all considered to be the range of this specification record.
Several embodiments of the invention above described embodiment only expresses, the description thereof is more specific and detailed, but simultaneously
It cannot therefore be construed as limiting the scope of the patent.It should be pointed out that coming for those of ordinary skill in the art
It says, without departing from the inventive concept of the premise, various modifications and improvements can be made, these belong to the protection of the present invention
Range.Therefore, the protection domain of patent of the present invention should be determined by the appended claims.
Claims (8)
1. a kind of consulting recommendation method, which is characterized in that including：
When to lead referral commodity and service, the sound of client is obtained by the sound acquisition module of counseling services device；
The volume, word speed and tone for analyzing sound in real time according to the sound of client, according to information volume, word speed information and tone
Information determines client's real-time emotion state；
Go out client to the interested degree of each recommendation according to the real-time emotion state analysis of client；
Contact staff done according to the interested recommendation of client it is further recommended that.
2. consulting recommendation method according to claim 1, it is characterised in that：Start the initial time after call according to client
Volume initial value, word speed initial value and the tone initial value of section setting voice of customers.
3. consulting recommendation method according to claim 2, it is characterised in that：The initial time section is 5 ~ 10s.
4. consulting recommendation method according to claim 2, it is characterised in that：The volume initial value is the initial time
The average volume of section, the word speed initial value are the average word speed of the initial time section, and the tone initial value is described first
The average pitch of period beginning.
5. consulting recommendation method according to claim 2, it is characterised in that：According to volume initial value, word speed initial value and
Tone initial value be set separately the upper limit value and lower limiting value of volume, the upper limit value of word speed and lower limiting value, the upper limit value of tone and under
Limit value.
6. a kind of consulting management system, which is characterized in that including：
Sound acquisition module seeks advice from the voice sent out when customer service for acquiring client；
Sound analysis module, volume, word speed and tone for analyzing voice of customers determine the variation range of voice of customers, inspection
Whether the sound for surveying client is more than specified range；
Mood analysis module, the emotional change for determining client understand the interested recommendation of client.
7. consulting management system according to claim 6, it is characterised in that：The sound analysis module includes initial alignment
Module, the initial alignment module are used to determine the volume initial value, word speed initial value and tone initial value of voice of customers.
8. consulting management system according to claim 6, it is characterised in that：The sound analysis module includes that volume limits
Module, word speed limit module and tone limits module, and the volume limits the upper limit value and lower limiting value that module is used to define volume,
The word speed limits the upper limit value and lower limiting value that module is used to define word speed, and the tone limits module for defining tone
Limit value and lower limiting value.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201810336102.9A CN108648768A (en) | 2018-04-16 | 2018-04-16 | A kind of consulting recommendation method and its management system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
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| CN201810336102.9A CN108648768A (en) | 2018-04-16 | 2018-04-16 | A kind of consulting recommendation method and its management system |
Publications (1)
| Publication Number | Publication Date |
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| CN108648768A true CN108648768A (en) | 2018-10-12 |
Family
ID=63746364
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| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201810336102.9A Pending CN108648768A (en) | 2018-04-16 | 2018-04-16 | A kind of consulting recommendation method and its management system |
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Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN109451188A (en) * | 2018-11-29 | 2019-03-08 | 平安科技（深圳）有限公司 | Method, apparatus, computer equipment and the storage medium of the self-service response of otherness |
| CN111738863A (en) * | 2020-06-22 | 2020-10-02 | 中国银行股份有限公司 | User data screening method, device and system |
| CN112667762A (en) * | 2020-12-25 | 2021-04-16 | 贵州北斗空间信息技术有限公司 | Method for quickly constructing GIS (geographic information System) through zero programming |
| WO2022222841A1 (en) * | 2021-04-20 | 2022-10-27 | 北京沃东天骏信息技术有限公司 | Information display method and apparatus, electronic device, and computer-readable medium |
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Cited By (7)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN109451188A (en) * | 2018-11-29 | 2019-03-08 | 平安科技（深圳）有限公司 | Method, apparatus, computer equipment and the storage medium of the self-service response of otherness |
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| CN111738863A (en) * | 2020-06-22 | 2020-10-02 | 中国银行股份有限公司 | User data screening method, device and system |
| CN111738863B (en) * | 2020-06-22 | 2024-02-02 | 中国银行股份有限公司 | User data screening method, device and system |
| CN112667762A (en) * | 2020-12-25 | 2021-04-16 | 贵州北斗空间信息技术有限公司 | Method for quickly constructing GIS (geographic information System) through zero programming |
| CN112667762B (en) * | 2020-12-25 | 2023-04-25 | 贵州北斗空间信息技术有限公司 | Method for quickly constructing GIS system by zero programming |
| WO2022222841A1 (en) * | 2021-04-20 | 2022-10-27 | 北京沃东天骏信息技术有限公司 | Information display method and apparatus, electronic device, and computer-readable medium |
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Application publication date: 20181012 |