CN110910694A - Intelligent customer service training system - Google Patents
Intelligent customer service training system Download PDFInfo
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- CN110910694A CN110910694A CN201911188036.6A CN201911188036A CN110910694A CN 110910694 A CN110910694 A CN 110910694A CN 201911188036 A CN201911188036 A CN 201911188036A CN 110910694 A CN110910694 A CN 110910694A
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- G—PHYSICS
- G09—EDUCATION; CRYPTOGRAPHY; DISPLAY; ADVERTISING; SEALS
- G09B—EDUCATIONAL OR DEMONSTRATION APPLIANCES; APPLIANCES FOR TEACHING, OR COMMUNICATING WITH, THE BLIND, DEAF OR MUTE; MODELS; PLANETARIA; GLOBES; MAPS; DIAGRAMS
- G09B7/00—Electrically-operated teaching apparatus or devices working with questions and answers
- G09B7/02—Electrically-operated teaching apparatus or devices working with questions and answers of the type wherein the student is expected to construct an answer to the question which is presented or wherein the machine gives an answer to the question presented by a student
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- G—PHYSICS
- G09—EDUCATION; CRYPTOGRAPHY; DISPLAY; ADVERTISING; SEALS
- G09B—EDUCATIONAL OR DEMONSTRATION APPLIANCES; APPLIANCES FOR TEACHING, OR COMMUNICATING WITH, THE BLIND, DEAF OR MUTE; MODELS; PLANETARIA; GLOBES; MAPS; DIAGRAMS
- G09B5/00—Electrically-operated educational appliances
- G09B5/06—Electrically-operated educational appliances with both visual and audible presentation of the material to be studied
- G09B5/065—Combinations of audio and video presentations, e.g. videotapes, videodiscs, television systems
Abstract
The invention discloses an intelligent customer service training system, which comprises: the input module is used for inputting information to the processor; the input information comprises voice information and text information; the processor is used for processing the received information and sending an instruction; the processor comprises a student information management module, a dialect management module, a task management module, a grading module, a session management module and a grading rule database; the output module is used for receiving and displaying the information sent by the processor; the output information comprises voice information and text information; the intelligent training system is simple in structure and low in cost, and is convenient for students to learn efficiently.
Description
Technical Field
The invention relates to the technical field of training management, in particular to an intelligent customer service training system.
Background
Training is an organized knowledge transfer, skill transfer, standard transfer, information transfer, belief transfer, management training and caveat action. With the rapid development of internet technology, except for on-site training, since internet training videos are not limited by time, geography and space, users gradually turn to watching of internet training videos, and especially popularization of smart phones enables users to watch the training videos on the internet more and more widely.
Currently, an intelligent training system comprises a PC program, a mobile phone APP and an entity robot background management system which are connected to the same server, an entity robot managed and controlled by the entity robot background management system, and an intelligent home and equipment managed and controlled by the entity robot background management system; the intelligent device is an entity robot and comprises a training signal receiving device, a training data calling device, a robot addressing device, a man-machine conversation device, a voice broadcasting device, a walking action device, an intelligent home and equipment control device, a training object biological characteristic acquisition device and a training object identity data reading device.
The defects of the prior art are that although the prior art is complete in function, the prior art needs robot equipment assistance, the structure is complex, and the development cost is high; and the training can be carried out only under the condition that the robot is in the field, the flexibility is poor, and the robot training system is not suitable for users to receive training at home.
Disclosure of Invention
Aiming at the problems, the invention provides an intelligent customer service training system which is simple in structure, low in development cost and convenient for students to learn.
The embodiment of the invention provides an intelligent customer service training system,
the input module is used for inputting information to the processor; the input information comprises voice information and text information;
the processor is used for processing the received information and sending an instruction; the processor comprises a student information management module, a dialect management module, a task management module, a grading module, a session management module and a grading rule database;
the output module is used for receiving and displaying the information sent by the processor; the output information comprises voice information and text information;
the student information management module is used for storing and managing personal basic information, personal ability information, personal examination scores and personal training/examination lists of students; checking a training course task;
the dialect management module is used for establishing problem management or situation management; the problem management comprises adding, deleting, editing and constructing problem categories; the scenario management and problem management operation objects are different, and the scenario comprises a set of a plurality of problem pairs;
the task management module selects a task type of session or scene management according to a training requirement and then starts training; selecting a corresponding training mode, a grading strategy, a session or scene quantity and trainees to be trained; the session includes, but is not limited to, a task-oriented, question-and-answer, or chat-type session; the scenarios include, but are not limited to, e-commerce customer service, bank customer service, sales customer service scenarios;
the scoring module is used for providing scoring basis for the task management module, selecting corresponding scoring dimensionality, scoring rules and scoring strategies according to task requirements, managing service expressions and inquiring, adding and deleting sensitive words;
the scoring rule database is used for storing the formulated scoring rules and providing the required scoring rules for the scoring module;
the session management module comprises functions of inquiring session records, knowledge error problem sets and scene error problem sets: inquiring the session record comprises inquiring related session record according to the input content and the selection time; inquiring the knowledge error set to obtain error information of related knowledge according to the input content and the selected time; and inquiring the scene error problem set and inquiring the knowledge error problem set, wherein the small difference is that the inquired content is error problem information under a certain scene.
The embodiment of the invention provides an intelligent customer service training system, which realizes trainees through an input module, a processor and an output module, and has the advantages of simple structure and low development cost; the trainees can independently select which training is received at any time and place, and the flexibility is strong; the system can score according to the performance condition of the student, feed back the training result in time, and has good training effect.
Drawings
In order to more clearly illustrate the technical solution of the present invention, the drawings needed to be used in the technical description of the present invention will be briefly introduced below, and it is apparent that the drawings in the following description are only some embodiments of the present invention, and it is obvious for those skilled in the art that other drawings can be obtained according to the drawings without inventive labor.
Fig. 1 is a schematic structural diagram of an intelligent training system according to an embodiment of the present invention;
FIG. 2 is a schematic structural diagram of an intelligent training system according to a second embodiment of the present invention;
fig. 3 is a schematic structural diagram of an intelligent training system according to a third embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are some, but not all, embodiments of the present invention. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
The first embodiment is as follows:
as shown in figure 1 of the drawings, in which,
the input module is used for inputting information to the processor; the input information comprises voice information and text information;
the processor is used for processing the received information and sending an instruction; the processor comprises a student information management module, a dialect management module, a task management module, a grading module, a session management module and a grading rule database;
the output module is used for receiving and displaying the information sent by the processor; the output information comprises voice information and text information;
specifically, the system comprises an input module, a processor and an output module, wherein the input module is connected with the input end of the processor, and the output module is connected with the output end of the processor. The input module is used for inputting information to the processor, and comprises a notebook, a mouse, a keyboard and other equipment, and recording equipment such as a microphone for voice input;
the processor is integrated with a student information management module, a dialect management module, a task management module, a grading module, a session management module and a grading rule database; the processor processes the received information through the modules and sends instructions;
the output module is used for receiving information sent by the processor, and comprises a display device and player equipment for outputting voice information;
the embodiment of the invention provides an intelligent customer service training system which realizes trainees through an input module, a processor and an output module, has a simple structure and low development cost and realizes trainees training.
Furthermore, the student information management module is used for storing and managing personal basic information, personal ability information, personal examination scores and personal training/examination lists of students; checking a training course task;
the dialect management module is used for establishing problem management or situation management; the problem management comprises adding, deleting, editing and constructing problem categories; the scenario management is the same as the problem management operation, but the operation objects are different, the scenario comprises a plurality of problem pair sets, one scenario is a plurality of problem pair sets, the operation objects are more than the problem management operation objects, and the objects have certain commonalities;
the task management module selects a task type of session or scene management according to a training requirement and then starts training; selecting a corresponding training mode, a grading strategy, a session or scene quantity and trainees to be trained; the session includes but is not limited to a task oriented type, question and answer type or chatting type session; the situations include but are not limited to e-commerce customer service, bank customer service, sales service and the like; the training modes include but are not limited to modes such as written tests, voice question answering and the like, the scoring strategy is provided by a scoring module, the number of sessions or scenes is provided by a conversational module, and the information of the trainees to be trained is provided by a trainee information management module;
the scoring module is used for providing scoring basis for the task management module, and a trainer can select corresponding scoring dimensionality, scoring rules and scoring strategies according to task requirements and further comprises the operations of service term management, sensitive word query, addition, deletion and the like;
the scoring rule database is used for storing the formulated scoring rules and providing the required scoring rules for the scoring module, and the scoring rules are formulated by experts or teachers in the training field;
the session management module comprises functions of inquiring session records, knowledge error problem sets and scene error problem sets: inquiring the session record comprises inquiring related session record through the input content and the selection time, and has the functions of voice downloading, voice playing, more detailed session record checking and the like; inquiring the wrong question set of the knowledge comprises inquiring wrong question information of related knowledge according to the input content and the selected time; the query context error problem set is similar to the query knowledge error problem set, except that the query content is error problem information under a certain context.
Preferably, the input information further comprises voice information, and the input device further comprises a recording device such as a microphone, and is mainly used for inputting the dialogue information of the student into the processor;
preferably, the output information further includes voice information, and the output device further includes a player, which mainly sends the voice information to the trainee end.
The embodiment of the invention provides an intelligent customer service training system, a trainer selects a problem management or situation management task type for a student and then starts training by checking student information, and the intelligent customer service training system is simple in structure; the training result can be scored according to the performance condition of the student, fed back in time, and the training effect is good.
Example two:
as shown in fig. 2, an intelligent customer service training system comprises an input module, a processor and an output module, wherein the input module is connected with the input end of the processor, the output module is connected with the output end of the processor, and the processor comprises a student information management module, a dialect management module, a task management module, an automatic question and answer module, a scoring module, a session management module and a scoring rule database;
the input module is used for inputting text information to the processor, and comprises a notebook, a mouse, a keyboard and other equipment;
the output module is used for receiving the text information sent by the processor, and comprises display equipment;
the processor is used for processing the received information and sending an instruction;
the student information management module is used for storing and managing personal basic information, personal ability information, personal examination scores and personal training/examination lists of students; checking a training course task;
the dialect management module is used for establishing problem management or situation management; the problem management comprises adding, deleting, editing and constructing problem categories; the scenario management is the same as the problem management operation, but the operation objects are different, the scenario comprises a plurality of problem pair sets, one scenario is a plurality of problem pair sets, the operation objects are more than the problem management operation objects, and the objects have certain commonalities;
the task management module selects a task type of session or scene management according to a training requirement and then starts training; selecting a corresponding training mode, a grading strategy, a session or scene quantity and trainees to be trained; the session includes but is not limited to a task oriented type, question and answer type or chatting type session; the situations include but are not limited to e-commerce customer service, bank customer service, sales service and the like; the training modes include but are not limited to modes such as written tests, voice question answering and the like, the scoring strategy is provided by a scoring module, the number of sessions or scenes is provided by a conversational module, and the information of the trainees to be trained is provided by a trainee information management module;
the automatic question-answering module comprises a certain module of a voice recognition module, a dialogue model module and a voice synthesis module, wherein the voice recognition module is used for converting a voice signal into a text signal; the dialogue model module analyzes the voice information of the text question firstly, and then generates the reply information corresponding to the text question through a mixed dialogue model based on retrieval and generation; and the voice synthesis module is used for synthesizing the generated reply information into a voice signal. If the input information contains voice information, the automatic question answering module comprises a voice recognition module, otherwise, the automatic question answering module does not comprise the voice recognition module; similarly, if the output information contains voice information, the automatic question answering module contains a voice synthesis module, otherwise, the automatic question answering module does not contain the voice synthesis module; the automatic question-answering module is mainly used for interactive communication between a student and the intelligent training system, the intelligent training system can train the student through text or voice information, and the student can also consult the intelligent training system for questions through the text or voice information;
the scoring module is used for providing scoring basis for the task management module, and a trainer can select corresponding scoring dimensionality, scoring rules and scoring strategies according to task requirements and further comprises the operations of service term management, sensitive word query, addition, deletion and the like;
the scoring rule database is used for storing the formulated scoring rules and providing the required scoring rules for the scoring module, and the scoring rules are formulated by experts or teachers in the training field;
the session management module comprises functions of inquiring session records, knowledge error problem sets and scene error problem sets: inquiring the session record comprises inquiring related session record through the input content and the selection time, and has the functions of voice downloading, voice playing, more detailed session record checking and the like; inquiring the wrong question set of the knowledge comprises inquiring wrong question information of related knowledge according to the input content and the selected time; the query context error problem set is similar to the query knowledge error problem set, except that the query content is error problem information under a certain context.
Preferably, the input information further comprises voice information, and the input device further comprises a recording device such as a microphone, and is mainly used for inputting the dialogue information of the student into the processor;
preferably, the output information further includes voice information, and the output device further includes a player, which mainly sends the voice information to the trainee end.
The embodiment of the invention provides an intelligent customer service training system, a trainer selects a problem management or situation management task type for a student and then starts training by checking student information, and the intelligent customer service training system is simple in structure; the voice conversation with the trainees can be carried out, the interactivity is strong, the scoring can be carried out according to the performance conditions of the trainees, the training results are fed back in time, and the training effect is good.
Example three:
as shown in fig. 3, an intelligent customer service training system comprises an input module, a processor and an output module, wherein the input module is connected with an input end of the processor through a network, the output module is connected with an output end of the processor through a network, and the processor is deployed at a server end and comprises a student information management module, a talk management module, a task management module, an automatic question-answering module, a scoring module, a session management module, a scoring rule database and a communication module;
the input module is used for inputting text information to the processor, and comprises text input equipment capable of carrying out network communication, such as a notebook, a desktop computer, an ipad, a smart phone and the like;
the output module is used for receiving text information sent by the processor, and comprises display equipment capable of carrying out network communication, such as a notebook, a desktop computer, an ipad, a smart phone and the like; (ii) a
The processor is deployed at the server end, is connected with the input module and the output module through network communication, and is used for processing the received information and sending an instruction;
the student information management module is used for storing and managing personal basic information, personal ability information, personal examination scores and personal training/examination lists of students; checking a training course task;
the dialect management module is used for establishing problem management or situation management; the problem management comprises adding, deleting, editing and constructing problem categories; the scenario management is the same as the problem management operation, but the operation objects are different, the scenario comprises a plurality of problem pair sets, one scenario is a plurality of problem pair sets, the operation objects are more than the problem management operation objects, and the objects have certain commonalities;
the task management module selects a task type of session or scene management according to a training requirement and then starts training; selecting a corresponding training mode, a grading strategy, a session or scene quantity and trainees to be trained; the session includes but is not limited to a task oriented type, question and answer type or chatting type session; the situations include but are not limited to e-commerce customer service, bank customer service, sales service and the like; the training modes include but are not limited to modes such as written tests, voice question answering and the like, the scoring strategy is provided by a scoring module, the number of sessions or scenes is provided by a conversational module, and the information of the trainees to be trained is provided by a trainee information management module;
the automatic question-answering module comprises a certain module of a voice recognition module, a dialogue model module and a voice synthesis module, wherein the voice recognition module is used for converting a voice signal into a text signal; the dialogue model module analyzes the voice information of the text question firstly, and then generates the reply information corresponding to the text question through a mixed dialogue model based on retrieval and generation; and the voice synthesis module is used for synthesizing the generated reply information into a voice signal. If the input information contains voice information, the automatic question answering module comprises a voice recognition module, otherwise, the automatic question answering module does not comprise the voice recognition module; similarly, if the output information contains voice information, the automatic question answering module contains a voice synthesis module, otherwise, the automatic question answering module does not contain the voice synthesis module; the automatic question-answering module is mainly used for interactive communication between a student and the intelligent training system, the intelligent training system can train the student through text or voice information, and the student can also consult the intelligent training system for questions through the text or voice information;
the scoring module is used for providing scoring basis for the task management module, and a trainer can select corresponding scoring dimensionality, scoring rules and scoring strategies according to task requirements and further comprises the operations of service term management, sensitive word query, addition, deletion and the like;
the scoring rule database is used for storing the formulated scoring rules and providing the required scoring rules for the scoring module, and the scoring rules are formulated by experts or teachers in the training field;
the session management module comprises functions of inquiring session records, knowledge error problem sets and scene error problem sets: inquiring the session record comprises inquiring related session record through the input content and the selection time, and has the functions of voice downloading, voice playing, more detailed session record checking and the like; inquiring the wrong question set of the knowledge comprises inquiring wrong question information of related knowledge according to the input content and the selected time; the query context error problem set is similar to the query knowledge error problem set, except that the query content is error problem information under a certain context.
The communication module is used for network communication between the server and the input module and between the server and the output module;
preferably, the input information further comprises voice information, and the input device further comprises a recording device such as a microphone, and is mainly used for inputting the dialogue information of the student into the processor;
preferably, the output information further includes voice information, and the output device further includes a player, which mainly sends the voice information to the trainee end.
The embodiment of the invention provides an intelligent customer service training system, a trainer selects a problem management or situation management task type for a student and then starts training by checking student information, and the intelligent customer service training system is simple in structure; the trainees can independently select which training is received at any time and place, and the flexibility is strong; the voice conversation with the trainees can be carried out, the interactivity is strong, the scoring can be carried out according to the performance conditions of the trainees, the training results are fed back in time, and the training effect is good.
Example four:
based on the embodiment, the invention provides an intelligent training method, which comprises the following steps:
s1, selecting corresponding training tasks for the trainees according to the trainees information;
s2, selecting a corresponding training mode and content according to the training task;
s3, informing students to train;
s4, training students;
and S5, scoring the training condition of the trainees and sending the training results to the trainees.
Preferably, the training method further comprises the following steps: if the student is convenient, local training can be directly carried out; and if the training is inconvenient, selecting a mode of connecting a server through a network to perform online training.
Preferably, the training method further comprises the following steps: in the training process of receiving the trainees, if questions exist, text or voice information can be sent, and the processor can process the received information through the automatic question-answering module and return answers of the corresponding questions.
The above-described embodiments of the apparatus are merely illustrative, and the units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of the present embodiment. One of ordinary skill in the art can understand and implement it without inventive effort.
Through the above description of the embodiments, those skilled in the art will clearly understand that each embodiment can be implemented by software plus a necessary general hardware platform, and certainly can also be implemented by hardware. With this understanding in mind, the above-described technical solutions may be embodied in the form of a software product, which can be stored in a computer-readable storage medium such as ROM/RAM, magnetic disk, optical disk, etc., and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device, etc.) to execute the methods described in the embodiments or some parts of the embodiments.
Finally, it should be noted that: the above examples are only intended to illustrate the technical solution of the present invention, but not to limit it; although the present invention has been described in detail with reference to the foregoing embodiments, it will be understood by those of ordinary skill in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some technical features may be equivalently replaced; and such modifications or substitutions do not depart from the spirit and scope of the corresponding technical solutions of the embodiments of the present invention.
Claims (4)
1. An intelligent customer service training system, comprising:
the input module is used for inputting information to the processor; the input information comprises voice information and text information;
the processor is used for processing the received information and sending an instruction; the processor comprises a student information management module, a dialect management module, a task management module, a grading module, a session management module and a grading rule database;
the output module is used for receiving and displaying the information sent by the processor; the output information includes voice information and text information.
2. The intelligent customer service training system according to claim 1,
the student information management module is used for storing and managing personal basic information, personal ability information, personal examination scores and personal training/examination lists of students; checking a training course task;
the dialect management module is used for establishing problem management or situation management; the problem management comprises adding, deleting, editing and constructing problem categories; the scenario management and problem management operation objects are different, and the scenario comprises a set of a plurality of problem pairs;
the task management module selects a task type of session or scene management according to a training requirement and then starts training; selecting a corresponding training mode, a grading strategy, a session or scene quantity and trainees to be trained; the session includes, but is not limited to, a task-oriented, question-and-answer, or chat-type session; the scenarios include, but are not limited to, e-commerce customer service, bank customer service, sales customer service scenarios;
the scoring module is used for providing scoring basis for the task management module, selecting corresponding scoring dimensionality, scoring rules and scoring strategies according to task requirements, managing service expressions and inquiring, adding and deleting sensitive words;
the scoring rule database is used for storing the formulated scoring rules and providing the required scoring rules for the scoring module;
the session management module comprises functions of inquiring session records, knowledge error problem sets and scene error problem sets: inquiring the session record comprises inquiring related session record according to the input content and the selection time; inquiring the knowledge error set to obtain error information of related knowledge according to the input content and the selected time; and inquiring the scene error problem set and inquiring the knowledge error problem set, wherein the small difference is that the inquired content is error problem information under a certain scene.
3. The intelligent customer service training system of claim 1, wherein the processor further comprises an automatic question-answering module comprising at least one of a speech recognition module, a dialog model module, and a speech synthesis module; the voice recognition module is used for converting the voice information into text information; the dialogue model module analyzes the voice information of the text question firstly, and then generates the reply information corresponding to the text question through a mixed dialogue model based on retrieval and generation; and the voice synthesis module is used for synthesizing the generated reply information into voice information.
4. An intelligent customer service training system according to claim 1, wherein the processor further comprises a communication module for network communication between the input module and the output module and the server.
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