WO2019179043A1 - Procédé et appareil de message vocal, dispositif informatique et support de stockage - Google Patents

Procédé et appareil de message vocal, dispositif informatique et support de stockage Download PDF

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Publication number
WO2019179043A1
WO2019179043A1 PCT/CN2018/102864 CN2018102864W WO2019179043A1 WO 2019179043 A1 WO2019179043 A1 WO 2019179043A1 CN 2018102864 W CN2018102864 W CN 2018102864W WO 2019179043 A1 WO2019179043 A1 WO 2019179043A1
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WIPO (PCT)
Prior art keywords
message
voice
customer
determining
information
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PCT/CN2018/102864
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English (en)
Chinese (zh)
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吴华
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平安科技（深圳）有限公司
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Publication of WO2019179043A1 publication Critical patent/WO2019179043A1/fr

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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
    • 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
    • H04M3/533—Voice mail systems
    • H04M3/53333—Message receiving aspects
    • H04M3/5335—Message type or catagory, e.g. priority, indication
    • 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
    • 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
    • G10L17/00—Speaker identification or verification techniques
    • 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
    • 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
    • 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
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • 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
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • 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
    • 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
    • G10L15/08—Speech classification or search
    • G10L2015/088—Word spotting

Definitions

  • the present application relates to the field of voice message processing technologies, and in particular, to a voice message method and apparatus.
  • IVR Interactive Voice Response
  • the object of the present application is to solve at least one of the above-mentioned technical drawbacks, in particular, the technical drawback of the inability to achieve targeted allocation.
  • the application provides a voice message method, and the method includes the following steps:
  • the message voice file is generated according to a message input by the client; obtaining message related information for identifying the message; determining, according to the message voice file and/or the message related information, a target for processing the message An agent; a processing task of processing the message is assigned to the target agent.
  • the application further provides a voice message device, the device includes: an acquisition module, configured to acquire a message voice file, the message voice file is generated according to a message input by the client; and obtaining message related information for identifying the message; a determining module, configured to determine a target agent that processes the message according to the message voice file and/or message related information; and a task assignment module, configured to allocate the processing task to the target agent.
  • an acquisition module configured to acquire a message voice file, the message voice file is generated according to a message input by the client; and obtaining message related information for identifying the message
  • a determining module configured to determine a target agent that processes the message according to the message voice file and/or message related information
  • a task assignment module configured to allocate the processing task to the target agent.
  • the application also provides a computer device comprising a memory and a processor, the memory storing computer readable instructions, the computer readable instructions being executed by the processor, causing the processor to perform a voice message
  • the voice message comprises the steps of: acquiring a message voice file, the message voice file is generated according to a message input by the client; acquiring message related information for identifying the message; according to the message voice file and/or the The message related information determines a target agent that processes the message; and the processing task that processes the message is assigned to the target agent.
  • the present application also provides a non-volatile storage medium storing computer readable instructions that, when executed by one or more processors, cause one or more processors to perform a voice message method
  • the voice message includes the following steps: acquiring a message voice file, the message voice file is generated according to a message input by the client; acquiring message related information for identifying the message; and according to the message voice file and/or the message
  • the related information determines a target agent that processes the message; assigns a processing task that processes the message to the target agent.
  • the above-mentioned voice message method and device can intelligently determine the target agent that processes the message according to the message voice file and/or the message related information, so that targeted distribution can be realized, and the voice message processing efficiency is improved.
  • FIG. 1 is a schematic flow chart of a voice message method according to an embodiment
  • FIG. 2 is a schematic diagram of a voice message device module of an embodiment
  • FIG. 3 is a schematic diagram showing the internal structure of a computer device in an embodiment.
  • FIG. 1 is a schematic flow chart of a voice message method according to an embodiment.
  • Step S10 Acquire a message voice file, and the message voice file is generated according to a message input by the client; and obtain message related information for identifying the message.
  • a voice file is a voice file generated based on a customer's message.
  • the message related information refers to information related to the message, and may include, for example, a voice path ID, a start message time, an end message time, an incoming line series, an incoming area code, a customer contact number (a phone number, a website registration account, or an instant messaging account). At least one of a message voice file storage address, a message voice file name, and a message valid flag.
  • the voice channel ID is the unique identifier of each call, that is, each call has its own unique ID, such as a string of 16-digit hexadecimal characters, which is used to uniquely mark the call, such as: 015301cd23f3a1e1.
  • the incoming line series is the business series of the number dialed by the customer, such as the Lujin series, the gold service series, etc., such as 4008666618 is the Lujin series.
  • the incoming area code is the area code of the number dialed by the customer. For example, 0755 is the Shenzhen area code.
  • the server After entering the message program, the server generates a message voice file according to the message entered by the client and stores the message voice file, and records message related information identifying the message. Specifically, when the instruction of the customer message is received, the message program is entered. Record the start message time and issue a beep like “Drip” to remind the customer to start the message. After the customer's message, you can select the # key or hang up to complete the message, and generate a message voice file to record the end message time. Before the message can be broadcast, the voice prompts the customer: the message flow has been entered, and the message starts to leave a message at the beginning of the prompt tone.
  • the voice is not recognized after the prompt "drop” sound starts and the customer hangs up, the message is an invalid message. Or, it hangs up before the sound of the "drop” sound starts, and is also recognized as an invalid message.
  • a voice file will only be generated if the message that produced the voice after the start of the tone is a valid message.
  • the message voice file after entering the message program, before the message voice file is generated, by identifying the real-time decibel value of the sound, if the sound of the real-time sound decibel value exceeding the preset threshold value is recognized within the preset time period, then Determining the recognition of the voice, generating a message voice file and storing the message voice file to the server, recording the message related information; otherwise, determining that the voice is not recognized, only the message related information is recorded.
  • the voice file After being recognized as a valid message, the voice file is stored separately according to the message time or storage time. It can be stored in a NAS (Network Attached Storage) on a daily or monthly folder, for example, in a folder every day. All voice files belonging to the day are stored in the corresponding day. In the folder. If it is a new day or a new month, the storage folder does not exist at this time, and the storage folder is automatically created before the message is stored.
  • NAS Network Attached Storage
  • the message related information such as the session ID, the start message time, the end message time, the incoming line series, the incoming line area number, the customer contact number, the message voice file storage address, the message voice file name, and the message valid flag are stored in the database. Record, see Table 1.
  • Step S20 Determine a target agent that processes the message according to the message voice file and/or the message related information.
  • the target agent that processes the message may be determined according to the voice message file, or the target agent that processes the message may be determined according to the message related information, or the target agent that processes the message may be jointly determined according to the message voice file and the message related information.
  • the customer information may be determined based on the voicemail file and/or the message related information, and the target agent handling the message may be determined based on the customer information.
  • Customer information refers to the customer's personal information, such as name, customer number, ID number, contact information, and so on.
  • determining customer information according to the message voice file and/or the message related information, and determining, according to the customer information, that the target agent that processes the message includes:
  • Determining whether the customer contact number in the message related information is stored in a preset database if yes, determining the corresponding customer information according to the customer contact number, determining the service information that the customer has purchased according to the customer information, and determining according to the service information that the customer has purchased.
  • the target agent of the message is processed. Or, determining whether the customer contact number in the message related information is stored in the database, or otherwise performing voice recognition on the message voice file, to determine the target agent that processes the message according to the recognition result of the voice recognition.
  • the preset database stores various customer information and voice recognition related data information, which can be stored locally on the server.
  • Service information refers to information that provides services to customers. Services such as insurance services, financial services, medical services, etc. The following is an introduction to insurance services, that is, the service information that has been purchased is the policy information that has been insured.
  • the customer contact number is the mobile phone number 13912345678
  • the customer corresponding to the mobile phone number is searched in the database according to the mobile phone number. If the corresponding customer is stored, the service information that the customer has purchased is determined according to the customer information, and if there is no corresponding stored
  • the client then performs voice recognition on the voice message to determine the target agent that processes the message based on the recognition result.
  • the voice recognition here may be to identify the voiceprint feature of the customer, or to identify at least one keyword in the voice file of the message.
  • performing voice recognition on the voice voice file, and determining, according to the recognition result of the voice recognition, that the target agent that processes the message includes: determining whether the customer contact number in the message related information is stored in a database, If the voice message is otherwise voice-recognized, the voiceprint feature of the customer is identified.
  • the voiceprint features are aligned in a database to find customer information that matches the voiceprint feature.
  • the service information that the customer has purchased is determined according to the customer information
  • the target agent that processes the message is determined according to the service information that the customer has purchased. Further, the voiceprint feature and the customer contact number map can also be stored in the database.
  • the advantage of identifying customers through voiceprint features is that when customers use other phone numbers to leave messages or when they call, they can identify the customer without entering any personal information or policy information, thereby improving the user experience.
  • the voice message is voice-recognized, and determining, according to the recognition result of the voice recognition, that the target agent that processes the message includes: determining whether the customer contact number in the message-related information is stored in a database, If the voice message is otherwise voice-recognized, at least one keyword in the voice file is identified. The identified keywords are compared in the database to determine the purpose of the message. For example, if the keyword is identified as "surrender", it is determined that the purpose of the customer's message may be a question about how to surrender. The target agent who processes the message is determined according to the purpose of the message. If the purpose of the message is judged as surrender, it can be subsequently assigned to the customer service agent who specializes in surrendering and complaining.
  • the customer's emotion is also recognized during the speech recognition process of the voice message to be prompted according to the customer's mood or to determine whether to preferentially process the message. That is, the customer's emotional information is identified according to the voice message file; the user is prompted according to the emotion information when assigning the processing task or whether the message is preferentially processed.
  • the target agent who processes the message is determined according to the service information that has been purchased.
  • the original sales agent or sales team of the policy may be determined based on the policy information, the original sales agent is determined to be the agent who processes the message information, or the message information is determined to be processed from the sales team. The seat. It is handled by the original sales agent or sales team. Because the original sales agent or sales team knows more about the customer and the policy, it is more targeted and improves the user experience and processing efficiency.
  • the policy series can be determined based on the customer policy information, and the agent handling the message is determined in the exclusive customer service agent of the policy series. For example, if the policy series is determined as the life insurance series according to the customer policy information, the agent who handles the message information is determined from the customer service agent of the life insurance series.
  • the determining, by the customer information, the process of processing the target agent of the message comprises: determining service information that has been purchased based on the customer information, the service information including policy information. If the customer has purchased more than one policy, the feature policy is determined according to at least one of the start date or the contract signing date, the latest customer contact time, and the insurance amount of each policy, and the processing is determined according to the feature policy determination process. The target seat of the message.
  • Method 1 Obtain the start date or contract signing date of each policy, and determine the latest policy as a feature policy. For example, the policy corresponding to the customer has policy A and policy B. If the policy information is found to be insured on December 12, 2016 and the insured date of policy B is February 12, 2017, then policy B is selected. For feature insurance.
  • Method 2 Obtain the latest customer contact time of each policy, and determine the policy of the most recent customer contact as a feature policy. For example, the policy corresponding to the customer has policy A and policy B. If the daily maintenance information of the policy is found, the customer can check the policy A for the latest inquiry, consultation, complaint, etc. The contact time is on September 20, 2017, and the policy B is The latest inquiry, consultation, complaints, etc., is on January 10, 2018, and policy B is selected as the characteristic policy.
  • Method 3 Obtain the insurance amount of each policy, and determine the policy with the largest insurance amount as the characteristic policy. For example, the policy corresponding to the customer has policy A and policy B. If the policy amount of the policy A is higher than the policy amount of the policy B, the policy A is selected as the characteristic policy.
  • the target agent that processes the message may also be determined based on the incoming line series or the incoming line number in the message related information.
  • the customer service agent matching the incoming line series is determined according to the incoming line series for processing.
  • the incoming line series is the Lujin series
  • the agent who handles the message is determined from the customer service seat specially designed for the Lujin series.
  • the processing is performed according to the incoming line area number and the customer service agent in the corresponding area. For example, if the entry area code is 0755, it is known as Shenzhen by querying the area code of the area code, and the agent handling the message is determined from the customer service agent in the Shenzhen area.
  • step S30 is performed.
  • Step S30 Allocating a processing task for processing the message to the target agent.
  • the target agent obtains a processing task, and the processing task records at least one task, and the target agent obtains message related information of the corresponding message from the database according to the task. And according to the message related information, the corresponding message voice file is obtained from the NAS.
  • the target agent can determine whether it needs to be processed according to the message related information and the voice message file, and if necessary, process according to the message related information. If the agent has already processed it, add the corresponding processing ID to the task in the database. Specifically, the return visit identifier and/or handler information are added to the database according to the processing completion instruction of the target agent, and the database is updated. See Table 2.
  • the evaluation data fed back by the customer may also be received, and the evaluation data is added to the database.
  • Evaluation can be by rating, star rating, likes, etc.
  • the evaluation data can be used as reference data for evaluating the working conditions of the target agent.
  • FIG. 2 is a schematic diagram of a voice message device module of an embodiment.
  • the present application further provides a voice message device, and the device includes: an acquisition module 100, an agent determination module 200, and a task assignment module 300.
  • the obtaining module 100 is configured to obtain a message voice file, where the message voice file is generated according to a message input by the client, and obtain message related information for identifying the message; the agent determining module 200 is configured to use the voice file and/or the message according to the message The related information determines a target agent that processes the message; the task assignment module 300 is configured to allocate a processing task for processing the message to the target agent.
  • the obtaining module 100 Upon entering the message program, the obtaining module 100 acquires a message voice file, and obtains message related information for identifying the message, and the message voice file is generated according to the message recorded by the client.
  • a voice file is a voice file generated based on a customer's message.
  • the message related information refers to information related to the message, and may include, for example, a voice path ID, a start message time, an end message time, an incoming line series, an incoming area code, a customer contact number (a phone number, a website registration account, or an instant messaging account). At least one of a message voice file storage address, a message voice file name, and a message valid flag.
  • the session ID is a unique identifier for each call, that is, each call has its own unique ID, such as a string of 16-digit hexadecimal characters, which is used to uniquely mark the call, such as: 015301cd23f3a1e1.
  • the incoming line series is the business series of the number dialed by the customer, such as the Lujin series, the gold service series, etc., such as 4008666618 is the Lujin series.
  • the incoming area code is the area code of the number dialed by the customer. For example, 0755 is the Shenzhen area code.
  • the server After entering the message program, the server generates a message voice file according to the message entered by the client and stores the message voice file, and records message related information identifying the message.
  • the message program is entered.
  • the obtaining module 100 records the start message time and issues a tone similar to "drop" to prompt the customer to start the message. After the customer's message, you can select the # key or hang up to complete the message, and generate a message voice file to record the end message time.
  • the pre-message acquisition module 100 can broadcast the voice prompting client: the message flow has been entered, and the message begins to be messaged at the beginning of the prompt tone.
  • the voice is not recognized after the prompt "drop” sound starts and the customer hangs up, the message is an invalid message. Or, it hangs up before the sound of the "drop” sound starts, and is also recognized as an invalid message.
  • a voice file will only be generated if the message that produced the voice after the start of the tone is a valid message.
  • the acquisition module 100 recognizes the real-time decibel value of the sound, and if the real-time sound decibel value exceeds the preset threshold value within the preset time length, Then, it is determined that the voice is recognized, the voice voice file is generated, and the voice voice file is stored to the server, and the message related information is recorded; otherwise, it is determined that the voice is not recognized, and only the message related information is recorded.
  • the message voice file is separately stored according to the message time or the storage time. It can be stored in a NAS (Network Attached Storage) on a daily or monthly folder, for example, in a folder every day. All voice files belonging to the day are stored in the corresponding day. In the folder. If it is a new day or a new month, the storage folder does not exist at this time, and the storage folder is automatically created before the message is stored.
  • NAS Network Attached Storage
  • the obtaining module 100 stores the message related information such as the session ID, the start message time, the end message time, the incoming line series, the incoming line area number, the customer contact number, the message voice file storage address, the message voice file name, and the message valid flag. Record in the database, see Table 3.
  • the agent determination module 200 determines a target agent that processes the message based on the message voice file and/or message related information.
  • the agent determining module 200 may determine, according to the voice message file, a target agent that processes the message, or determine a target agent that processes the message according to the message related information, or jointly determine a target agent that processes the message according to the message voice file and the message related information.
  • the agent determination module 200 can determine customer information based on the voice message and/or message related information, and determine a target agent to process the message based on the customer information.
  • Customer information refers to the customer's personal information, such as name, customer number, ID number, contact information, and so on.
  • the agent determining module 200 is configured to: determine whether the customer contact number in the message related information is stored in a preset database, and if yes, determine corresponding customer information according to the customer contact number, according to the customer information.
  • the service information that the customer has purchased is determined, and the target agent that processes the message is determined according to the service information that the customer has purchased.
  • the preset database stores various customer information and voice recognition related data information, which can be stored locally on the server.
  • Service information refers to information that provides services to customers. Services such as insurance services, financial services, medical services, etc. The following is an introduction to insurance services, that is, the service information that has been purchased is the policy information that has been insured.
  • the customer contact number is the mobile phone number 13912345678, and the agent determination module 200 searches the database for the customer corresponding to the mobile phone number according to the mobile phone number. If the corresponding customer is stored, the service information that the customer has purchased is determined according to the customer information, if not If the corresponding customer is stored, the voice voice file is voice-recognized to determine the target agent that processes the message according to the recognition result.
  • the voice recognition here may be to identify the voiceprint feature of the customer, or to identify at least one keyword in the voice file of the message.
  • the agent determination module 200 is configured to: determine whether the customer contact number in the message related information is stored in a database, or otherwise perform voice recognition on the voice message to identify the voiceprint feature of the customer.
  • the voiceprint features are aligned in a database to find customer information that matches the voiceprint feature.
  • the service information that the customer has purchased is determined according to the customer information, and the target agent that processes the message is determined according to the service information that the customer has purchased. Further, the voiceprint feature and the customer contact number map can also be stored in the database.
  • the advantage of identifying customers through voiceprint features is that the customer can identify the customer without entering any personal information or policy information when using other phone numbers or when calling, thereby improving the user experience.
  • the agent determining module 200 is configured to: determine whether the customer contact number in the message related information is stored in a database, and if otherwise, perform voice recognition on the voice file to identify at least one of the voice files. Key words. The identified keywords are compared in the database to determine the purpose of the message. For example, if the keyword is identified as "surrender", it is determined that the purpose of the customer's message may be a question about how to surrender. The target agent who processes the message is determined according to the purpose of the message. If the purpose of the message is judged as surrender, it can be subsequently assigned to the customer service agent who specializes in surrendering and complaining.
  • the agent determination module 200 also identifies the customer's emotion during the voice recognition process of the voice voice file, so as to prompt or determine whether to prioritize according to the customer's emotion when the processing task is subsequently assigned.
  • the message That is, the customer's emotional information is identified according to the voice message file; the user is prompted according to the emotion information when assigning the processing task or whether the message is preferentially processed.
  • the agent determination module 200 determines the target agent that processes the message according to the service information that has been purchased.
  • the agent determination module 200 may determine the original sales agent or sales team of the policy based on the policy information, determine the original sales agent as the agent who processes the message information, or determine from the sales team. The agent who processed the message. It is handled by the original sales agent or sales team. Because the original sales agent or sales team knows more about the customer and the policy, it is more targeted and improves the user experience and processing efficiency.
  • the agent determination module 200 can determine the policy series based on the customer policy information, and determine the agent handling the message in the exclusive customer service agent of the policy series. For example, if the policy series is determined as the life insurance series according to the customer policy information, the agent who handles the message information is determined from the customer service agent of the life insurance series.
  • the agent determination module 200 needs to determine a feature service (feature policy) from the plurality of services for determining the customer service information (policy information) and determining The process of handling the agent's seat.
  • feature policy a feature service
  • policy information a customer service information
  • the agent determination module 200 is configured to: determine service information that has been purchased based on customer information, the service information including policy information. If the customer has purchased more than one policy, the feature policy is determined according to at least one of the start date or the contract signing date, the latest customer contact time, and the insurance amount of each policy, and the processing is determined according to the feature policy determination process. The target seat of the message.
  • the agent determination module 200 can determine the feature policy in one of the following ways:
  • Method 1 Obtain the start date or contract signing date of each policy and determine the latest policy as a feature policy. For example, the policy corresponding to the customer has policy A and policy B. If the policy information is found to be insured on December 12, 2016 and the insured date of policy B is February 12, 2017, then policy B is selected. For feature insurance.
  • Method 2 Obtain the latest customer contact time of each policy, and determine the policy of the most recent customer contact as a feature policy. For example, the policy corresponding to the customer has policy A and policy B. If the daily maintenance information of the policy is found, the customer can check the policy A for the latest inquiry, consultation, complaint, etc. The contact time is on September 20, 2017, and the policy B is The latest inquiry, consultation, complaints, etc., is on January 10, 2018, and policy B is selected as the characteristic policy.
  • Method 3 Obtain the insurance amount of each policy, and determine the policy with the largest insurance amount as the characteristic policy. For example, the policy corresponding to the customer has policy A and policy B. If the policy amount of the policy A is higher than the policy amount of the policy B, the policy A is selected as the characteristic policy.
  • the agent determination module 200 may also determine a target agent that processes the message based on the incoming line series or the incoming line number in the message related information.
  • the agent determination module 200 determines, according to the incoming line series, the customer service agent that matches the incoming line series to perform processing.
  • the incoming line series is the Lujin series
  • the agent who handles the message is determined from the customer service seat specially designed for the Lujin series.
  • the agent determination module 200 determines to process with the customer service agent of the corresponding area according to the incoming line area number. For example, if the entry area code is 0755, it is known as Shenzhen by querying the area code of the area code, and the agent handling the message is determined from the customer service agent in the Shenzhen area.
  • the task assignment module 300 assigns a processing task for processing the message to the target agent.
  • the target agent obtains a processing task, and the processing task records at least one task, and the target agent acquires message related information of the corresponding message from the database according to the task. And according to the message related information, the corresponding message voice file is obtained from the NAS.
  • the target agent can determine whether it needs to be processed according to the message related information and the voice message file, and if necessary, process according to the message related information. If the agent has already processed it, add the corresponding processing ID to the task in the database. Specifically, the return visit identifier and/or handler information are added to the database according to the processing completion instruction of the target agent, and the database is updated. See Table 4.
  • an evaluation module may also be included. During the return visit of the target agent, the evaluation module can also receive the evaluation data fed back by the customer and add the evaluation data to the database. Evaluation can be by rating, star rating, likes, etc. The evaluation data can be used as reference data for evaluating the working conditions of the target agent.
  • the application also provides a computer device comprising a memory and a processor, the memory storing computer readable instructions, the computer readable instructions being executed by the processor, causing the processor to perform any of the above implementations
  • the steps of the voice message method are described.
  • FIG. 3 is a schematic diagram showing the internal structure of a computer device in an embodiment.
  • the computer device includes a processor, a non-volatile storage medium, a memory, and a network interface connected by a system bus.
  • the non-volatile storage medium of the computer device stores an operating system, a database, and computer readable instructions.
  • the database may store a sequence of control information.
  • the processor may implement a processor.
  • the voice message method the processor can implement the functions of the acquisition module, the agent determination module, and the task assignment module in the voice message device in the embodiment shown in FIG. 2.
  • the processor of the computer device is used to provide computing and control capabilities to support the operation of the entire computer device.
  • Computer readable instructions may be stored in the memory of the computer device, the computer readable instructions being executable by the processor to cause the processor to perform a voice message method.
  • the network interface of the computer device is used to communicate with the terminal connection. It will be understood by those skilled in the art that the structure shown in FIG. 3 is only a block diagram of a part of the structure related to the solution of the present application, and does not constitute a limitation of the computer device to which the solution of the present application is applied.
  • the specific computer device may It includes more or fewer components than those shown in the figures, or some components are combined, or have different component arrangements.
  • the application also provides a non-volatile storage medium storing computer readable instructions, when executed by one or more processors, causing one or more processors to perform any of the above embodiments The steps of the voice message method.
  • the voice message method and device the message voice file is obtained, the message voice file is generated according to the message recorded by the client; the message related information for identifying the message is obtained; and the message voice file and/or the message is related according to the message
  • the information determines a target agent that processes the message; a processing task that processes the message is assigned to the target agent.
  • the target agent that processes the message is intelligently determined according to the message voice file and/or the message related information, so that targeted allocation can be realized, and the voice message processing efficiency is improved.
  • the foregoing computer readable storage medium may be a non-volatile storage medium such as a magnetic disk, an optical disk, a read-only memory (ROM), or a random access memory (RAM). Wait.

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Abstract

La présente invention concerne un procédé et un appareil de message vocal. Le procédé comprend les étapes consistant à : acquérir un fichier de message vocal, le fichier de message vocal étant généré selon un message enregistré par un client ; acquérir des informations pertinentes de message pour identifier le message ; déterminer un agent cible pour traiter le message, selon le fichier de message vocal et/ou les informations pertinentes de message ; et attribuer, à l'agent cible, une tâche de traitement pour traiter le message. La détermination intelligente d'un agent cible pour traiter un message, selon un fichier de message vocal et/ou des informations pertinentes de message, permet de réaliser une attribution dirigée et d'améliorer l'efficacité de traitement de message vocal. La détermination intelligente d'un agent cible pour traiter le message, selon un fichier de message vocal et/ou des informations pertinentes de message, permet de réaliser une attribution dirigée et d'améliorer l'efficacité de traitement de message vocal.
PCT/CN2018/102864 2018-03-22 2018-08-29 Procédé et appareil de message vocal, dispositif informatique et support de stockage WO2019179043A1 (fr)

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