CN110677540A - Intelligent voice recognition management system for consultation telephone of medical institution - Google Patents
Intelligent voice recognition management system for consultation telephone of medical institution Download PDFInfo
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- CN110677540A CN110677540A CN201910928152.0A CN201910928152A CN110677540A CN 110677540 A CN110677540 A CN 110677540A CN 201910928152 A CN201910928152 A CN 201910928152A CN 110677540 A CN110677540 A CN 110677540A
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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
- H04M3/42221—Conversation recording systems
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/08—Speech classification or search
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/26—Speech to text systems
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/28—Constructional details of speech recognition systems
- G10L15/30—Distributed recognition, e.g. in client-server systems, for mobile phones or network applications
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M11/00—Telephonic communication systems specially adapted for combination with other electrical systems
- H04M11/02—Telephonic communication systems specially adapted for combination with other electrical systems with bell or annunciator systems
- H04M11/022—Paging systems
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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
- H04M3/53—Centralised arrangements for recording incoming messages, i.e. mailbox systems
- H04M3/5322—Centralised arrangements for recording incoming messages, i.e. mailbox systems for recording text messages
Abstract
The invention discloses an intelligent voice recognition management system for a consultation telephone of a medical institution, which comprises: the recording module is used for recording the audio signal of the communication between the customer service and the customer and sending the audio signal to the voice conversion module; the voice conversion module is used for converting the recorded audio signal into a conversion text, wherein the conversion text comprises a client text and a customer service text and is sent to a database; the keyword extraction module is used for extracting the keywords of the converted text, generating a call abstract according to the extracted keywords and sending the call abstract to a database; and the database is used for receiving and recording the conversion text and the call abstract. The consultation telephone intelligently uses artificial intelligence to automatically convert voice conversation into character records, so that on one hand, the time spent by customer service personnel in writing records is reduced, and the business efficiency is improved; on the other hand, the risk that the customer service personnel intentionally and unintentionally cause the missing/unrealistic records is also avoided.
Description
Technical Field
The invention relates to the technical field of medical consultation and telephone communication service, in particular to an intelligent voice recognition management system for a consultation telephone of a medical institution.
Background
A call center is a service organization consisting of a collection of service personnel at a relatively centralized location. The computer communication technology is usually used for processing telephone inquiries from enterprises and customers, particularly has the capability of simultaneously processing a large number of incoming calls and the capability of displaying calling numbers, can automatically distribute incoming calls to personnel with corresponding skills for processing, and can record and store all incoming call information.
At present, a call center customer service system is mainly used for accepting customer service appeal, namely, a customer dials a hotline, and a customer service specialist accepts and answers services according to relevant service specifications and an accepting flow.
Due to the requirement of customer resource management, a customer service specialist needs to manually type and record each time of telephone content and corresponding customers, and on one hand, the customer service specialist consumes valuable time on filling records; on the other hand, a customer service specialist may miss or hide part of the call records, which is not favorable for the development of enterprise business.
Disclosure of Invention
In order to overcome the above disadvantages of the prior art, the present invention is directed to a consulting phone intelligent speech recognition management system for medical institutions, which automatically performs the conversion from speech to text.
The invention aims to provide an intelligent voice recognition management system for a consultation telephone of a medical institution, which can quickly convert a call record into a text record and avoid the risk of recording mistakes and omissions caused by customer service specialists.
The technical scheme adopted by the invention for solving the technical problems is as follows:
a consulting phone intelligent voice recognition management system of a medical institution, comprising:
the recording module is used for recording the audio signal of the communication between the customer service and the customer and sending the audio signal to the voice conversion module;
the voice conversion module is used for converting the recorded audio signal into a conversion text, wherein the conversion text comprises a client text and a customer service text and is sent to a database;
the keyword extraction module is used for extracting the keywords of the converted text, generating a call abstract according to the extracted keywords and sending the call abstract to a database;
and the database is used for receiving and recording the conversion text and the call abstract.
Preferably, the database is preset with personal information of the client;
further comprising:
the matching module is used for matching the client telephone number with client personal information preset in the database;
and the sorting module is used for carrying out centralized classified management on all call records of the same client.
Preferably, the method further comprises the following steps:
and the record correction module is used for allowing the customer service to perform proofreading on the basis of the converted text, generating a corrected text and sending the corrected text to the database.
Preferably, the database includes an original record library for storing the converted text and a corrected record library for storing the corrected text.
Preferably, the method further comprises the following steps:
and the real-time monitoring module is used for monitoring whether preset keywords appear in the converted text and giving an alarm when the keywords appear.
Preferably, the method further comprises the following steps:
and the prompting module is used for prompting a customer service person related to the same client that a new call record is generated.
Preferably, the database comprises a remote cloud server and a local server.
Compared with the prior art, the invention has the beneficial effects that:
(1) the voice conversation is automatically converted into the character record by using artificial intelligence, so that the time spent on writing the record by customer service personnel is reduced, and the business efficiency is improved; on the other hand, the risk that the customer service personnel intentionally and unintentionally cause the missing/unrealistic records is also avoided.
(2) The matching module and the sorting module automatically sort and manage the call records of the client according to the information such as the telephone number of the client, on one hand, the trouble that the client service searches for client data in the system is avoided, and on the other hand, the management layer is convenient to know and manage client resources.
(3) The record correction module enables customer service personnel to manually correct errors such as harmonic words in the converted text, and the accuracy is guaranteed on the premise of improving the working efficiency.
(4) The server records the converted text and the corrected text at the same time, so that the records are ensured not to be maliciously corrected and distorted by customer service staff after the fact that the records are traced.
(5) The real-time monitoring module can monitor whether preset keywords appear in the converted text and warn relevant management personnel to intervene; for example, when the customer service personnel suddenly begin abusing the customer, the real-time monitoring module detects a keyword such as a bold word in the converted text and alerts the manager to stop the customer service personnel.
(6) When the call records are stored in the database, the prompting module automatically identifies the related customer service personnel who serve the customer before and pushes a notice to prompt the related customer service personnel to know the latest trend of the customer.
(7) The call records are synchronized to the cloud server in real time, so that remote management is facilitated; and an intranet server is locally arranged in the customer service center, so that the condition that the recording cannot be carried out under the condition of network disconnection is avoided.
Drawings
Fig. 1 is a schematic view of the work flow of the intelligent voice recognition management system for consulting phones of medical institutions.
Detailed Description
The invention will now be further illustrated with reference to the following examples:
example 1
A consulting phone intelligent voice recognition management system of a medical institution, comprising: the system comprises a recording module, a voice conversion module, a keyword extraction module, a database, a matching module, a sorting module, a record correction module, a real-time monitoring module and a prompt module. The database includes a remote cloud server and a local server. The recording module, the voice conversion module, the keyword extraction module, the database, the matching module, the sorting module, the record correction module, the real-time monitoring module and the prompt module are respectively in signal connection with the database. The database is preset with personal information of a client and comprises an original record library for storing the converted text and a correction record library for storing the corrected text.
The recording module is used for recording the audio signal of the communication between the customer service and the customer and sending the audio signal to the voice conversion module;
the voice conversion module is used for converting the recorded audio signal into a conversion text, wherein the conversion text comprises a client text and a customer service text and is sent to a database;
the keyword extraction module is used for extracting the keywords of the converted text, generating a call abstract according to the extracted keywords and sending the call abstract to a database;
and the database is used for receiving and recording the conversion text and the call abstract.
The matching module is used for matching the client telephone number with client personal information preset in the database;
and the sorting module is used for carrying out centralized classified management on all call records of the same client.
And the record correction module is used for allowing the customer service to perform proofreading on the basis of the converted text, generating a corrected text and sending the corrected text to the database.
And the real-time monitoring module is used for monitoring whether preset keywords appear in the converted text and giving an alarm when the keywords appear.
And the prompting module is used for prompting a customer service person related to the same client that a new call record is generated.
The working principle of the embodiment is shown in fig. 1:
when the customer service personnel and the client perform telephone communication (such as answering the telephone of the client and performing call return visit to the client), the recording module records the call records of the two parties and sends the call records to the voice conversion module.
The voice conversion module converts the call records into a client text and a customer service text respectively, the client text and the customer service text are called as a conversion text in a combined mode, and the conversion text is sent to the server.
And the real-time monitoring module monitors whether preset keywords exist in the converted text or not, and alarms if the preset keywords appear.
The keyword extraction module acquires the client text and the customer service text from the server, extracts keywords according to preset logic, forms a call record abstract and sends the call record abstract to the server.
And the record correction module derives the client text and the customer service text for customer service proofreading, generates a correction text after proofreading and sends the correction text to the database.
The matching module searches the information-matched client in the server according to the information such as the telephone number of the client and sends the client name to the sorting module. And the sorting module stores and records the converted text, the corrected text and the call record abstract to a corresponding client name in the server, wherein the converted text is stored in an original record library, and the corrected text is stored in a corrected record library.
And after the storage is finished, the prompting module issues a notice to prompt customer service personnel related to the same client that a new call record is generated.
The call records are synchronized to the cloud server in real time, so that remote management is facilitated; and an intranet server is locally arranged in the customer service center, so that the condition that the recording cannot be carried out under the condition of network disconnection is avoided.
The advantages of this embodiment are:
(1) the voice conversation is automatically converted into the character record by using artificial intelligence, so that the time spent on writing the record by customer service personnel is reduced, and the business efficiency is improved; on the other hand, the risk that the customer service personnel intentionally and unintentionally cause the missing/unrealistic records is also avoided.
(2) The matching module and the sorting module automatically sort and manage the call records of the client according to the information such as the telephone number of the client, on one hand, the trouble that the client service searches for client data in the system is avoided, and on the other hand, the management layer is convenient to know and manage client resources.
(3) The record correction module enables customer service personnel to manually correct errors such as harmonic words in the converted text, and the accuracy is guaranteed on the premise of improving the working efficiency.
(4) The server records the converted text and the corrected text at the same time, so that the records are ensured not to be maliciously corrected and distorted by customer service staff after the fact that the records are traced.
(5) The real-time monitoring module can monitor whether preset keywords appear in the converted text and warn relevant management personnel to intervene; for example, when the customer service personnel suddenly begin abusing the customer, the real-time monitoring module detects a keyword such as a bold word in the converted text and alerts the manager to stop the customer service personnel.
(6) When the call records are stored in the database, the prompting module automatically identifies the related customer service personnel who serve the customer before and pushes a notice to prompt the related customer service personnel to know the latest trend of the customer.
(7) The call records are synchronized to the cloud server in real time, so that remote management is facilitated; and an intranet server is locally arranged in the customer service center, so that the condition that the recording cannot be carried out under the condition of network disconnection is avoided.
In summary, after reading the present disclosure, those skilled in the art can make various other corresponding changes without creative mental labor according to the technical solutions and concepts of the present disclosure, and all of them are within the protection scope of the present disclosure.
Claims (7)
1. A consulting phone intelligent voice recognition management system of a medical institution, comprising:
the recording module is used for recording the audio signal of the communication between the customer service and the customer and sending the audio signal to the voice conversion module;
the voice conversion module is used for converting the recorded audio signal into a conversion text, wherein the conversion text comprises a client text and a customer service text and is sent to a database;
the keyword extraction module is used for extracting the keywords of the converted text, generating a call abstract according to the extracted keywords and sending the call abstract to a database;
and the database is used for receiving and recording the conversion text and the call abstract.
2. The intelligent voice recognition management system for consulting phones in medical institutions according to claim 1, wherein the database is preset with personal information of clients;
further comprising:
the matching module is used for matching the client telephone number with client personal information preset in the database;
and the sorting module is used for carrying out centralized classified management on all call records of the same client.
3. The intelligent voice recognition management system for consulting phones of medical institutions according to claim 2, further comprising:
and the record correction module is used for allowing the customer service to perform proofreading on the basis of the converted text, generating a corrected text and sending the corrected text to the database.
4. The intelligent voice recognition management system for consulting phones in medical institutions according to claim 3, wherein the database comprises an original record library storing the converted text and a corrected record library storing the corrected text.
5. The intelligent voice recognition management system for consulting phones of medical institutions according to claim 4, further comprising:
and the real-time monitoring module is used for monitoring whether preset keywords appear in the converted text and giving an alarm when the keywords appear.
6. The intelligent voice recognition management system for consulting phones of medical institutions according to claim 5, further comprising:
and the prompting module is used for prompting a customer service person related to the same client that a new call record is generated.
7. The medical institution's consultation phone smart voice recognition management system of claim 6, wherein the database includes a remote cloud server and a local server.
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| CN201910928152.0A CN110677540A (en) | 2019-09-28 | 2019-09-28 | Intelligent voice recognition management system for consultation telephone of medical institution |
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| CN201910928152.0A CN110677540A (en) | 2019-09-28 | 2019-09-28 | Intelligent voice recognition management system for consultation telephone of medical institution |
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Cited By (4)
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| CN111405128A (en) * | 2020-03-24 | 2020-07-10 | 中国—东盟信息港股份有限公司 | Call quality inspection system based on voice-to-text conversion |
| CN111835921A (en) * | 2020-07-16 | 2020-10-27 | 普强时代(珠海横琴)信息技术有限公司 | Real-time automatic telephone traffic summary system and method |
| CN112541336A (en) * | 2020-12-01 | 2021-03-23 | 华迪计算机集团有限公司 | Data reporting method and management system |
| CN113726962A (en) * | 2021-08-31 | 2021-11-30 | 平安普惠企业管理有限公司 | Method and device for evaluating service quality, electronic device and storage medium |
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Application publication date: 20200110 |