CN109525737A - A kind of call Cut-in control method and system - Google Patents
A kind of call Cut-in control method and system Download PDFInfo
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- CN109525737A CN109525737A CN201811466693.8A CN201811466693A CN109525737A CN 109525737 A CN109525737 A CN 109525737A CN 201811466693 A CN201811466693 A CN 201811466693A CN 109525737 A CN109525737 A CN 109525737A
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- 238000000034 method Methods 0.000 title claims abstract description 30
- 238000004088 simulation Methods 0.000 claims abstract description 4
- 239000000047 product Substances 0.000 claims description 54
- 230000000630 rising effect Effects 0.000 claims description 18
- 239000006227 byproduct Substances 0.000 claims description 9
- 238000000605 extraction Methods 0.000 claims description 6
- 238000005516 engineering process Methods 0.000 description 5
- 238000004519 manufacturing process Methods 0.000 description 5
- 238000004891 communication Methods 0.000 description 3
- 230000008569 process Effects 0.000 description 3
- 238000010586 diagram Methods 0.000 description 2
- 235000021167 banquet Nutrition 0.000 description 1
- 230000009286 beneficial effect Effects 0.000 description 1
- 230000008901 benefit Effects 0.000 description 1
- 238000006243 chemical reaction Methods 0.000 description 1
- 238000013461 design Methods 0.000 description 1
- 238000001514 detection method Methods 0.000 description 1
- 238000011161 development Methods 0.000 description 1
- 230000000694 effects Effects 0.000 description 1
- 235000013569 fruit product Nutrition 0.000 description 1
- 230000006870 function Effects 0.000 description 1
- 238000013507 mapping Methods 0.000 description 1
- 230000009467 reduction Effects 0.000 description 1
- 230000000717 retained effect Effects 0.000 description 1
- 238000013518 transcription Methods 0.000 description 1
- 230000035897 transcription Effects 0.000 description 1
- 230000009466 transformation Effects 0.000 description 1
- 230000035899 viability Effects 0.000 description 1
Classifications
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/42025—Calling or Called party identification service
- H04M3/42034—Calling party identification service
- H04M3/42059—Making use of the calling party identifier
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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
- G10L15/00—Speech recognition
- G10L15/26—Speech to text systems
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/527—Centralised call answering arrangements not requiring operator intervention
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- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Computational Linguistics (AREA)
- Health & Medical Sciences (AREA)
- Audiology, Speech & Language Pathology (AREA)
- Human Computer Interaction (AREA)
- Physics & Mathematics (AREA)
- Acoustics & Sound (AREA)
- Multimedia (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
- Information Retrieval, Db Structures And Fs Structures Therefor (AREA)
Abstract
The present invention provides a kind of call Cut-in control method and systems, the described method comprises the following steps: S1: customer service robot system tentatively judges whether client is effective client according to incoming number, if effective client, then the gender of client is judged according to the sound of the client；S2: anisotropic sound is simulated for the gender of client, is engaged in the dialogue using anisotropic sound and the client of the simulation, is carried out customer voice acquisition, analyze the demand of client；S3: according to the interested product information of client, search for corresponding people information, product information is pushed to client terminal with associated personage's head portrait to show, meanwhile, it engages in the dialogue by the corresponding sound of gender of the personage associated with product with client；S4: judge whether client is that effective client if effective client then improves customer information, and client is automatically assigned to corresponding sales force according to customer demand again.
Description
Technical field
The present invention relates to calling intelligent control technology field more particularly to a kind of call Cut-in control method and systems.
Background technique
With the development of communication technology with extensive use, online sale has become a kind of marketing method popular at present, objective
It family can be by the customer service of call businessman, to type, the performance of product, price of the product of customer service inquiry Merchant sales
The information of some clients can be also retained Deng, businessman, the intention of product such as to be bought, the type for the product bought, time, after sale
Viability etc., to widen selling operation.
In existing online sale, customer service real-time online is needed, to answer the calling of client, if customer service is not online, meeting
The calling ring unanswered for leading to client, can reduce the experience of client in this way, increase the risk that businessman loses potential customers.It is existing
Have in technology when customer service is not online, although tone information function can be opened, subsequent sales force needs to listen to language again
The problem of sound message, understands the demand of client again, and such sales force can not in time, targetedly reply client, no
The time is only wasted, working efficiency is also reduced.
Summary of the invention
In view of the drawbacks of the prior art, the present invention proposes a kind of call Cut-in control method and system, when there is client's incoming call
Phone without manual answering, then can automatically access customer service robot if it is no-trunk to attend a banquet.Customer service robot can use the mankind
Semantic talking mode and customer communication, the feeling to client is exactly and true man are no different.Call control system of the invention
Can the effective client of automatic identification, classify to effective client, sales force enabled targetedly to reply asking for client
Topic is not required to hearing voice message, improves work efficiency, while carrying out information push for the interested product of client, improves
The experience and satisfaction of client.
To achieve the above object, it the present invention provides a kind of call Cut-in control method, the described method comprises the following steps:
S1: customer service robot system tentatively judges whether client is effective client according to incoming number, if effective client,
The gender of client is then judged according to the sound of the client；
S2: being simulated anisotropic sound for the gender of client, engaged in the dialogue using anisotropic sound and the client of the simulation, into
The acquisition of row customer voice, analyzes the demand of client；
S3: according to the interested product information of client, corresponding people information is searched for, by product information and particular person
Object is associated, and the head portrait of product information and the associated personage is pushed to client terminal and is shown, meanwhile, judge institute
It is consistent to state the gender gender whether corresponding with the sound of previous analog of associated personage, if inconsistent, by previous analog
Sound be revised as the corresponding sound of gender of the personage associated with product；
S4: judge whether client is that effective client if effective client then improves customer information again, according to client's need
It asks and client is automatically assigned to corresponding sales force.
According to another aspect of the present invention, whether the customer service robot system tentatively judges client according to incoming number
Include: for the step of effective client
Customer service robot system receives client's Inbound Calls, judge client's number whether be in blacklist, if so,
Then judge that client for invalid client, refuses connecting incoming call；If number is in white list or number is not in blacklist and white
New number in list then tentatively judges client for effective client.
According to another aspect of the present invention, step S2 is specifically included:
Voice is converted to text by customer service robot system acquisition voice in real time, carries out keyword extraction, and acquisition client needs
It asks, art is talked about according to the subsequent voice of pre-set logical algorithm Automatic-searching.
According to another aspect of the present invention, described according to the interested product information of client, by product information with it is specific
The associated step of personage includes:
Customer service robot system is associated with product according to the interested product search of client by network search engines
Personage judges the product with the presence or absence of star mouthpiece, if it does, the head portrait of star mouthpiece and product information are pushed to
Client terminal, while being shown at client terminal interface；Star mouthpiece if it does not exist, then using big data by product according to
The different network rising star of its association of characteristics, search and the matched network rising star of product characteristic are red by product information and the network
The head portrait of people is pushed to client terminal and shows.
According to another aspect of the present invention, described to judge that the step of whether client is effective client includes: again
It whether there is harassing and wrecking, swindle, the content promoted in judgement and the dialog context of client, if so, determining that client is
Client is added in blacklist invalid client.
According to another aspect of the present invention, described the step of improving customer information, includes:
If client is effective frequent customer, client requirement information is updated；If client is new client, by the new client
Number be added in white list, and newly-built client requirement information.
The present invention also provides a kind of Call control systems, and the system comprises customer service robot system and client are whole
End, for executing method of the invention.
According to another aspect of the present invention, the client is intelligent terminal or bracelet.
The beneficial effects of the present invention are: Call control system can the effective client of automatic identification, to effective client into
The problem of row is classified, and sales force is enabled targetedly to reply client is not required to hearing voice message, improves work effect
Rate, while information push is carried out for the interested product of client, improve the experience and satisfaction of client.
By referring to the following drawings and to the detailed description of a specific embodiment of the invention, feature and advantage of the invention
It will become apparent.
Detailed description of the invention
Fig. 1 is the flow diagram of call Cut-in control method of the invention；
Fig. 2 is the structural schematic diagram of Call control system of the invention.
Specific embodiment
In order to keep technical solution of the present invention clearer, clear, it is described in further detail, should manages below in conjunction with attached drawing
Solution, the specific embodiments described herein are merely illustrative of the present invention, is not intended to limit the present invention.
Fig. 1 shows the process of call Cut-in control method of the invention.
A kind of call Cut-in control method is present embodiments provided, the described method comprises the following steps:
S1: customer service robot system tentatively judges whether client is effective client according to incoming number, if effective client,
The gender of client is then judged according to the sound of the client；
In the step, customer service robot system receives client's Inbound Calls, first determines whether client's number is to have existed
In blacklist, if so, judging that client for invalid client, refuses connecting incoming call；If number is in white list or number is
New number not in blacklist and white list then tentatively judges client for effective client.
S2: being simulated anisotropic sound for the gender of client, engaged in the dialogue using anisotropic sound and the client of the simulation, into
The acquisition of row customer voice, analyzes the demand of client；
In this step, customer service robot system judges the gender of client according to the sound of client, and simulates anisotropic sound
Sound.For example, simulating female voice if client is male, if client is women, male voice is simulated, can be improved in this way
The experience of client.
Voice is converted to text by customer service robot system acquisition voice in real time, carries out keyword extraction, and acquisition client needs
It asks, finds subsequent voice words art to reply client.
Can carry out in accordance with the following steps when specific implementation: the speech recognition technology realizes process are as follows: progress mould first
Number conversion, voice data is digitized, the digital information recorded；End-point detection is carried out to the information after digitlization again
(VAD) it handles, that is, the mute excision of two ends, reduction is interfered caused by subsequent step, obtains VAD sections；To VAD sections
Text and attribute information are generated using speech recognition technology, and result is exported in the form of text, so far completes speech transcription
Process.
Keyword is gone out to text and voice attributes information extraction, and the keyword of extraction is analyzed, acquisition client needs
It asks, including acquiring the product types of customer inquiries, price, quantity, the place of production, the information such as after sale, customer service robot system is according in advance
The subsequent voice of the logical algorithm Automatic-searching being first arranged talks about art, realizes the automatic dialogue with client.
Customer service robot system includes: each words according to the subsequent voice words art of pre-set logical algorithm Automatic-searching
Art Xiang Junke connection is one or more to judge item, a strain domain；The value for talking about art item is made of one or more voices words art, language
Sound talks about art and supports system voice and recording voice two ways.For example, in this mode of voice words art support recording voice, it is first
First voice is set in customer service robot system and talks about art library, by art if the prior recording in search key and voice words art library
Mapping relations are established between recording file, when client proposes problem to customer service robot, art library is talked about in voice by customer service robot
Art recording file if middle search problem is corresponding；If talking about art recording file to exist, to words art record described in the client playing
Sound file.If the corresponding recording file of keyword is not present, problem that can be corresponding according to preset keyword, to client
Put question to, keyword is extracted according to the answer of client again, again according to extraction keyword find it is corresponding if art record
File plays out.
For example, the information of the sport footwear of some brand of customer inquiries, is then converted to the pass extracted after text according to voice
Keyword determines the demand of client, for example, the brand sport footwear price, sales volume, the place of production, the after sale information such as quality guarantee, customer service
Robot system can search for the price, sales volume, the place of production, the after sale information such as quality guarantee of the sport footwear of the brand automatically, however will
Above- mentioned information realize the automatic dialogue with client in conjunction with art recording file in the voice words art library that retrieval obtains.
S3: according to the interested product information of client, corresponding people information is searched for, by product information and particular person
Object is associated, and the head portrait of product information and the associated personage is pushed to client terminal and is shown, meanwhile, described in judgement
Whether corresponding with the sound of previous analog the gender of associated personage gender be consistent, if inconsistent, by previous analog
Sound is revised as the corresponding sound of gender of the personage associated with product.
Customer service robot system is associated with product according to the interested product search of client by network search engines
Personage judges the product with the presence or absence of star mouthpiece, if it does, the head portrait of star mouthpiece and product information are pushed to
Client terminal, while being shown at client terminal interface；Star mouthpiece if it does not exist then utilizes big data search and product
The head portrait of product information and the network rising star is pushed to client terminal and shown by the network rising star of characteristics match.Meanwhile
As fruit product mouthpiece or and the associated network rising star of product gender gender corresponding with the sound of previous analog it is different
It causes, then modifies the sound of previous analog, make the gender phase of voice with the mouthpiece of product or network rising star associated with product
Unanimously.
For example, customer service robot system determines that the interested product of client is the sport footwear of certain brand, if the brand
There are star mouthpiece A for sport footwear, then the relevant information of the head portrait of mouthpiece A He the sport footwear are sent to client terminal and carried out
It has been shown that, while being shown in customer service robot system interface, the relevant information of the sport footwear includes but is not limited to price, pin
Sell quantity, the place of production, the after sale information such as quality guarantee.It, should using big data if the sport footwear of the brand does not have star mouthpiece
The sport footwear related network rising star of brand, for example, using big data search for the brand sport footwear the consumer group, in the consumption
The head portrait of product information and the network rising star are pushed to visitor using the network rising star of the sport footwear of the brand by search in group
Family terminal is shown.Product can also be associated with heterogeneous networks rising star according to the classification belonging to product, for example, customer inquiries
Be a farm implements, then the network rising star of sprang from peasant stock can be associated with this farm implements.If the sound of previous analog
For female voice, and the gender of the mouthpiece of product or network rising star associated with product are male, then modify previous analog
Female voice be male sound, make the gender phase one of itself and the mouthpiece of product or network rising star associated with product
It causes.The above-mentioned example for being associated product and network rising star is that in order to better understand the present invention, this step can also use
Other modes are associated, and are not specifically limited to this.
S4: judge whether client is that effective client if effective client then improves customer information again, according to client's need
It asks and client is automatically assigned to corresponding sales force.
In order to improve the accuracy of effective client judgement, the subsequent meaningless non-productive work of sales force is avoided, in this step
Judged again with the presence or absence of harassing and wrecking, swindle, the content promoted in the dialog context with client, if so, determining that client is invalid
Client is added in blacklist client.
It after judging client for effective client again, needs further to improve customer information, if client is effective old visitor
Family then only needed more old and new customers's demand information, product purchase intention information due to previously having stored the information of frequent customer
Deng；If client is new client, the information of newly-built client, such as newly-built client requirement information, product purchase intention information are needed
Deng, while the number of the new client being added in white list.
After client requirement information improves, client can be automatically assigned to by corresponding sales force according to customer demand,
Sales force is enabled targetedly to sell product.
For example, the demand information of client and the contact method of client etc. to be sent to the sale people for selling corresponding product
Member facilitates sales force to carry out subsequent and client communication.
Call Cut-in control method provided in this embodiment can the effective client of automatic identification, effective client is divided
Class, the problem of enabling sales force targetedly to reply client, are not required to hearing voice message, improve work efficiency, together
When for the interested product of client carry out information push, improve the experience and satisfaction of client.
As shown in Fig. 2, the system comprises systems, customer service robot the present invention also provides a kind of Call control system
System and client terminal；According to another aspect of the present invention, the client is intelligent terminal or bracelet.
Client also can be used bracelet and make a phone call, use in addition to using intelligent terminal, such as except mobile phone is made a phone call
Bracelet receives the product information of customer service robot system push and the head portrait progress of star associated with product or network rising star
Display.
The customer service robot system and the client terminal are used to execute the method and step in embodiment of the method, herein not
It repeats again.
Through this embodiment, can the effective client of automatic identification, classify to effective client, enable sales force
The problem of targetedly replying client is not required to hearing voice message, improves work efficiency, while being directed to the interested production of client
Product carry out information push, improve the experience and satisfaction of client.
The above description is only a preferred embodiment of the present invention, is not intended to limit the scope of the invention, all at this
Under the design of invention, using equivalent structure transformation made by description of the invention and accompanying drawing content, or directly/it is used in it indirectly
He is included in scope of patent protection of the invention relevant technical field.
Claims (8)
1. a kind of call Cut-in control method, which is characterized in that the described method comprises the following steps:
S1: customer service robot system tentatively judges whether client is effective client according to incoming number, if effective client, then root
The gender of client is judged according to the sound of the client；
S2: anisotropic sound is simulated for the gender of client, is engaged in the dialogue using anisotropic sound and the client of the simulation, carries out visitor
Family voice collecting analyzes the demand of client；
S3: according to the interested product information of client, searching for corresponding people information, by product information and particular persons phase
Association, and the head portrait of product information and the associated personage is pushed to client terminal and is shown, meanwhile, judge the pass
Whether corresponding with the sound of previous analog the gender of the personage of connection gender be consistent, if inconsistent, by the sound of previous analog
Sound is revised as the corresponding sound of gender of the personage associated with product；
S4: judging whether client is that effective client if effective client then improves customer information again, will according to customer demand
Client is automatically assigned to corresponding sales force.
2. the method according to claim 1, wherein the customer service robot system is tentatively sentenced according to incoming number
The step of whether disconnected client is effective client include:
Customer service robot system receives client's Inbound Calls, judges whether client's number is in blacklist, if so, sentencing
Disconnected client is invalid client, refuses connecting incoming call；If number in white list or number be not in blacklist and white list
In new number, then tentatively judge client for effective client.
3. the method according to claim 1, wherein step S2 is specifically included:
Voice is converted to text in real time, carries out keyword extraction, acquires customer demand by customer service robot system acquisition voice,
Art is talked about according to the subsequent voice of pre-set logical algorithm Automatic-searching.
4. method according to claim 1-3, which is characterized in that described to be believed according to the interested product of client
It ceases, includes: by product information step associated with particular persons
Customer service robot system is by network search engines, according to the interested product search of client people associated with product
Object judges the product with the presence or absence of star mouthpiece, if it does, the head portrait of star mouthpiece and product information are pushed to visitor
Family terminal, while being shown at client terminal interface；Star mouthpiece if it does not exist then utilizes big data by product according to it
The different network rising star of association of characteristics, search and the matched network rising star of product characteristic, by product information and the network rising star
Head portrait be pushed to client terminal and shown.
5. method described in -4 according to claim 1, which is characterized in that it is described judge again client whether be effective client step
Suddenly include:
It whether there is harassing and wrecking, swindle, the content promoted in judgement and the dialog context of client, if so, determining that client is invalid
Client is added in blacklist client.
6. the method according to claim 1, wherein described the step of improving customer information, includes:
If client is effective frequent customer, client requirement information is updated；If client is new client, by number of the new client
Code is added in white list, and newly-built client requirement information.
7. a kind of Call control system, which is characterized in that the system comprises customer service robot system and client terminals, use
In execution as the method according to claim 1 to 6.
8. Call control system according to claim 7, which is characterized in that the client is intelligent terminal or hand
Ring.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201811466693.8A CN109525737B (en) | 2018-12-03 | 2018-12-03 | Call access control method and system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201811466693.8A CN109525737B (en) | 2018-12-03 | 2018-12-03 | Call access control method and system |
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| CN109525737A true CN109525737A (en) | 2019-03-26 |
| CN109525737B CN109525737B (en) | 2020-08-14 |
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Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN110381221A (en) * | 2019-07-25 | 2019-10-25 | 北京百度网讯科技有限公司 | Call processing method, device, system, equipment and computer storage medium |
| CN110610703A (en) * | 2019-07-26 | 2019-12-24 | 深圳壹账通智能科技有限公司 | Speech output method, device, robot and medium based on robot recognition |
| CN111614843A (en) * | 2020-04-09 | 2020-09-01 | 深圳追一科技有限公司 | Call configuration determining method and device, computer equipment and storage medium |
| CN111787170A (en) * | 2020-06-17 | 2020-10-16 | 北京捷通华声科技股份有限公司 | Outbound call processing method and device |
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| CN110610703A (en) * | 2019-07-26 | 2019-12-24 | 深圳壹账通智能科技有限公司 | Speech output method, device, robot and medium based on robot recognition |
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| CN111787170A (en) * | 2020-06-17 | 2020-10-16 | 北京捷通华声科技股份有限公司 | Outbound call processing method and device |
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