CN102868836A - Real person talk skill system for call center and realization method thereof - Google Patents
Real person talk skill system for call center and realization method thereof Download PDFInfo
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Abstract
The invention discloses a real person talk skill system for a call center and a realization method thereof. The real person talk skill system comprises a client end, a switchboard, a seat end, a talk skill searching/playing module and a talk skill database, wherein the talk skill searching/playing module is respectively connected with the seat end and the talk skill database, and the seat end and the client end form a bidirectional voice path through the switchboard; and the seat end searches talk skill recording files from the talk skill database through the talk skill searching/playing module according to received voice information of the client end, and playing the required talk skill recording file to the client end after the required talk skill recording file is searched. According to the invention, the labor intensity of seating personnel can be reduced largely, the continuous working efficiency of the seating personnel can be guaranteed, and the labor productivity of the seating personnel in the call center can be improved.
Description
Technical field
The present invention relates to a kind of true man and talk about the art system, relate in particular to a kind of being used in the call center, record and realize that the true man that answer talk about the art system by playing true man, also relate to these true man simultaneously and talk about the art system and realize that by retrieval true man talk about the method that the art recording is answered, and belong to the call-center technology field.
Background technology
Along with the development that service trade is maked rapid progress, the enterprise in the industries such as telecommunications, bank, security, insurance often is equipped with special call center.These call centers are called as customer service traffic system take incoming call business as main.Being provided with to be beneficial to and improving service quality of it increased customer satisfaction degree and loyalty.On the other hand, the sales department of enterprise often needs to the outcall promotion business in order to increase income from sales.This call center take call business as the master is called as the traffic marketing system.
No matter be customer service traffic system or traffic marketing system, all need to after connecting client's outside line, corresponding call forwarding be carried out to seat person's (also claiming the seat end) alternately.In existing call-center application, for same business, the problem that the client proposes is often basic identical.In order to make seat person reduce workload and to guarantee that different seat persons' answer content is basically identical, the call center often makes unified words art scheme to FAQs, and adopts text mode to be prompted to seat person.When seat person puts question to the answer client, at first retrieve what these said art scheme, then read the content that retrieves according to prompting.
In the call center, no matter be incoming call business or call business, the words art scheme of same business all is basically identical.Below, be briefly described as follows with the scene content in the telemarketing process:
1. if the client says: " I need to consider ", so corresponding answer can be:
Sir of " * * (Miss) teases saying of, and you tell me to consider, and this only can not be in order to avoid me
" I wish that you really can consider this thing, can allow me learn about, what you will consider mainly is that the which side face is product quality, or after-sale service, or I just now whether leaked what has been said "
2. if the client says: " I temporarily not too need, and may consider after a time again ", this situation is that the client has purchase intention often, but not too clear and definite, perhaps habitually delays, and so corresponding answer can be:
" you are good, and what we discussed now seems to be exactly a decision "
If you say "Yes", that can be how
If you say "no", can change without any thing, tomorrow will be the same with today.
If you say "Yes" today, this is the benefit that you are about to obtain: 1 ... 2 ... 3 ... obviously agree more beneficial than being unable to say for certain, you say
3. if the client says " market is depressed recently ", so corresponding answer can be
4. if the client says " not at us budgetary ", so corresponding answer can be ...
Can find out importance and the application model of words art scheme from above-mentioned scene, its Main Function is Provision in advance is tackled the situations such as client's question, query to seat person response scheme.Main Problems is in this process: on the one hand, need seat person repeatedly to repeat some and answer, seat person's workload is very large; On the other hand, the answer that constantly repeats identical content can allow seat person feel tired, is difficult to guarantee the effect of marketing or serving.
Summary of the invention
For the existing deficiency of prior art, technical problem to be solved by this invention is to provide a kind of and is used in the call center, records by the broadcast true man and realizes that the true man that answer talk about art system and its implementation.Adopt this technical scheme can alleviate seat person's work load, improve seat person's operating efficiency.
For realizing above-mentioned goal of the invention, the present invention adopts following technical scheme:
A kind of true man talk about the art system, it is characterized in that:
Described true man talk about the art system and comprise client, switch, seat end, words art retrieval/playing module and words art database;
Described words art retrieval/playing module is connected with described seat end, described words art database respectively, and described seat end and described client form the double-directional speech path by described switch;
Described seat end is talked about art recording file by described words art retrieval/playing module to described words art database retrieval according to the voice messaging of receiving client, after retrieving required words art recording file to described client terminal playing.
Wherein more preferably, comprise the barge module in the described switch.
Wherein more preferably, comprise sound identification module in the described words art retrieval/playing module.
Wherein more preferably, described words art database comprises words art search library and true man's sound bank, has mapping relations between the search index in the described words art search library and the words art recording file in described true man's sound bank.
A kind of true man of realization talk about the method for art, talk about the art system based on above-mentioned true man and realize, it is characterized in that:
When client asked a question to the seat end, described seat end was by words art retrieval/playing module words art recording file corresponding to search problem in words art database; If words art recording file exists, then directly to the described words art of described client terminal playing recording file, described words art recording file plays to described seat end simultaneously; If words art recording file does not exist, described seat end is directly answered a question with described client conversation, starts simultaneously Recording Process and generates in real time words art recording file, and should talk about art recording file and key to the issue word and associate and deposit in the described words art database.
Wherein more preferably, described seat end is recorded the words art recording file of oneself in advance in described words art database, and and words art search library in search index between set up mapping relations.
Wherein more preferably, in described words art retrieval/playing module, sound identification module is set, identify the subject of question of described client by described sound identification module, described words art retrieval/playing module directly calls corresponding words art recording file according to words art scheme described client is answered.
Wherein more preferably, the barge module is set in described switch; Described words art recording file is in playing process, if described client is spoken, described barge module stops the broadcast of described words art recording file at once.
Utilize true man provided by the present invention to talk about art system and its implementation, can significantly reduce seat person's labour intensity, guarantee the operating efficiency that seat person continues, improve call center seat person's labor productivity.
Description of drawings
Fig. 1 is the overall structure schematic diagram that true man provided by the present invention talk about the art system;
Fig. 2 is that true man talk about in the art system, and true man talk about the schematic flow sheet of art implementation method;
When Fig. 3 is the client incoming call, talk about accordingly art processing procedure sequential chart.
Embodiment
The present invention is described in further detail below in conjunction with the drawings and specific embodiments.
The said true man of the present invention talk about art and refer to the replacement text prompt of recording with true man, will talk about the art scheme and record into words art recording file by seat person in advance.When the client asked a question, seat person was not constantly repeatedly to read these texts, but play-overs corresponding words art recording file after finding corresponding answer.This words art recording file plays to seat person oneself simultaneously, makes seat person can grasp progress and the content of broadcast.When the client interrupted in a minute, seat person can answer very soon and reply.This true man talk about the labour intensity that the art technical scheme can reduce seat person in the call center, guarantee the operating efficiency that seat person continues.For realizing above-mentioned technical scheme, the invention provides corresponding true man and talk about the art system, can record by the broadcast true man and realize the intelligence answer.The below launches detailed specific description.
As shown in Figure 1, true man provided by the present invention talk about the art system and comprise: client, seat end, VoIP switch, words art retrieval/playing module, talk about the art database.Barge (Barge-in) module wherein can be set in the VoIP switch, and words art retrieval/playing module can arrange sound identification module.In the present invention, client is the various outside line verbal systems with incoming call or call out function, such as mobile phone, landline telephone etc.The VoIP switch is used for providing the PSTN(public switched telephone network) functions such as relaying access, PSTN speech channel voice and VoIP speech conversion.In the VoIP switch, front end is the access of PSTN relaying, and this section is traditional telecommunication voice path, is converted to ip voice stream after through the VoIP switch, and making between VoIP switch and the seat end is ip voice stream.The seat end is equipped with at least one seat person and at least one phone, and wherein phone is the phone of supporting voice over ip feature, preferably uses based on hard-wired IP phone or IP softphone.Seat end and client form the double-directional speech path by the VoIP switch, wherein the voice messaging of the PSTN speech channel of client converts the ip voice flow transmission to the seat end by the VoIP switch, and the ip voice stream that the seat end is play converts the voice messaging of PSTN speech channel in client terminal playing by the VoIP switch.
Words art retrieval/playing module respectively with the seat end be connected that the art database is two-way to be connected.This words art retrieval/playing module has problem retrieval and recording playing function, can be according to key to the issue word retrieving information in words art database of seat person's typing, and the seat end is play the words art recording file that retrieves according to actual needs.Before address, in the words art retrieval/playing module sound identification module can be set, fly Aitalk 2.0, the InterReco 2.0 etc. of company such as the University of Science and Technology news, can realize automatic identification to the client subject of question by this sound identification module, answer thereby make words art retrieval/playing module directly call corresponding words art recording file according to words art scheme, further reduce seat person's labour intensity.
Words art database comprises words art search library and true man's sound bank, wherein talk about the search index that the art search library is used for providing key to the issue word or statement, true man's sound bank is used for storing the words art recording file that the seat end is prerecorded, and has mapping relations between the search index in the words art search library and the words art recording file in true man's sound bank.When client asked a question, the seat end passed through first words art retrieval/playing module search problem after the problem that receives the client proposition; Play-over corresponding words art recording file to client and seat end according to the words art scheme that retrieves.This words art recording file plays to the seat end simultaneously, so that the seat end can be grasped progress and the content of broadcast.
Below in conjunction with concrete application scenarios, true man provided by the present invention are talked about the art implementation method describe.As shown in Figure 2, these true man talk about the art implementation method and use above-mentioned true man and talk about the art system, and seat person records own words art recording file in advance in words art database, and and talk about between the search index in the art search library and set up corresponding mapping relations.When the exhalation of seat end or the incoming call of acknowledged client end, form the double-directional speech path between client and the seat end.When client asked a question, seat person retrieved the relevant words art scheme of this problem according to the problem of client proposition by words art retrieval/playing module.When seat person retrieves words art scheme, click the broadcast button of words art retrieval/playing module, talk about accordingly the art recording file and play simultaneously at seat end and client.If seat person does not retrieve problem or client interrupts when recording play session, the seat end can be got involved artificial treatment.
Fig. 3 shows when client is talked about the incoming call of art system to true man, talks about accordingly the basic sequential of art processing procedure.As shown in Figure 3, this words art processing procedure comprises following operating procedure:
1) client is utilized fixed phone/mobile phone/to talk about the art system to true man to carry out incoming call;
2) the VoIP switch receives incoming signal, to the voip phone transmission bell signal of seat end, corresponding voip phone ring;
3) off-hook was replied after the seat end was received bell signal, transmitted response message to the VoIP switch;
4) the VoIP switch receives the backward client of response message and transmits answering call information, and this moment, client and seat end were set up the double-directional speech path;
5) client is sent enquirement to the seat end, and the voice messaging of this enquirement transmits to the VoIP switch;
6) the VoIP switch passes this voice messaging and changes the ip voice flow transmission into to corresponding seat end;
7) the seat end organizes key words to words art retrieval/playing module typing retrieving information according to the voice messaging of the client enquirement of receiving;
8) words art retrieval/playing module according to the retrieving information of seat end typing to talking about words art recording file corresponding to art database retrieval and feeding back to the seat end;
In step 7) and 8) in, if in the words art retrieval/playing module sound identification module is set, then can be by the automatic identification of this sound identification module realization to the client subject of question, find the keyword in the client subject of question, make words art retrieval/playing module directly call corresponding words art recording file according to words art scheme corresponding to this keyword and answer, further reduce seat person's labour intensity.
9) the seat end is streamed to the transmission of VoIP switch with ip voice according to the words art recording file of words art retrieval/playing module feedback, should play at the seat end by words art recording file simultaneously, makes seat person can grasp progress and the content of broadcast;
In above-mentioned steps, if words art retrieval/playing module does not retrieve relevant art recording file in words art database, seat person will directly answer with client's conversation.At this moment, recording process of seat person's OnNow.In seat person's answer process, generate in real time words art recording file corresponding to this key to the issue word, and should talk about art recording file and key to the issue word and associate and deposit in the words art database, talk about the art database thereby can in time replenish.
10) the VoIP switch converts the ip voice traffic flow information of receiving to words art recording file and to client terminal playing;
When 11) client is sent new enquirement to the seat end, repeating step 5)～step 10).
Talk about in the art system true man provided by the present invention, can set up barge (Barge-in) module in the VoIP switch.In the playing process of words art recording file, if the client speaks (for example proposing new problem), the barge module at first detects the speech energy of client, find the starting point of client voice by end-point detection, stop at once the broadcast of existing words art recording file, the intervention artificial treatment is continued to communicate with client by me or again retrieves in words art scheme.
Should be pointed out that above-described embodiment only is the processing of corresponding true man being talked about when puing question to seat end acknowledged client end art.Be appreciated that as seat person during to outcall, equally also can realize that corresponding true man talk about art according to above-mentioned technical thought, just specifically do not given unnecessary details at this.
In sum, adopt true man provided by the present invention to talk about art system and its implementation, seat person no longer repeatedly reads text prompt when processing words art problem, but play-overs corresponding words art recording file.This words art recording file plays to seat person oneself simultaneously, so that seat person can grasp progress and the content of broadcast.When the client interrupted in a minute, seat person can answer soon and reply.This technical solution can significantly reduce seat person's labour intensity, guarantees the operating efficiency that seat person continues, and improves call center seat person's labor productivity.
In addition, the specific embodiment of the present invention can realize with the combination of software, hardware or software and hardware.Wherein hardware components such as sound identification module, barge module etc. can utilize special logic to realize; Software section can be stored in the memory, and by suitable instruction execution system, for example microprocessor or special designs hardware are carried out.Those having ordinary skill in the art will appreciate that above-mentioned method and system can and/or be included in the processor control routine with computer executable instructions realizes, for example such as the mounting medium of disk, CD or DVD-ROM, provide such code such as the programmable memory of read-only memory (firmware) or such as the data medium of optics or electronic signal carrier.System among the present invention and assembly thereof can be by such as very lagre scale integrated circuit (VLSIC) or gate array, realize such as the semiconductor of logic chip, transistor etc. or such as the hardware circuit of the programmable hardware device of field programmable gate array, programmable logic device etc., also can use the software of being carried out by various types of processors to realize, also can by the combination of above-mentioned hardware circuit and software for example firmware realize.
True man provided by the present invention are talked about the art system to the above and its implementation has been described in detail.For one of ordinary skill in the art, any apparent change of under the prerequisite that does not deviate from connotation of the present invention it being done all will consist of infringement of patent right of the present invention, will bear corresponding legal liabilities.
Claims (9)
1. true man talk about the art system, it is characterized in that:
Described true man talk about the art system and comprise client, switch, seat end, words art retrieval/playing module and words art database;
Described words art retrieval/playing module is connected with described seat end, described words art database respectively, and described seat end and described client form the double-directional speech path by described switch;
Described seat end is talked about art recording file by described words art retrieval/playing module to described words art database retrieval according to the voice messaging of receiving client, after retrieving required words art recording file to described client terminal playing.
2. true man as claimed in claim 1 talk about the art system, it is characterized in that:
Described switch is the VoIP switch.
3. true man as claimed in claim 1 or 2 talk about the art system, it is characterized in that:
Comprise the barge module in the described switch.
4. true man as claimed in claim 1 talk about the art system, it is characterized in that:
Comprise sound identification module in the described words art retrieval/playing module.
5. true man as claimed in claim 1 talk about the art system, it is characterized in that:
Described words art database comprises words art search library and true man's sound bank, has mapping relations between the search index in the described words art search library and the words art recording file in described true man's sound bank.
6. realize that true man talk about the method for art for one kind, talk about the art system based on true man claimed in claim 1 and realize, it is characterized in that:
When client asked a question to the seat end, described seat end was by words art retrieval/playing module words art recording file corresponding to search problem in words art database; If words art recording file exists, then directly to the described words art of described client terminal playing recording file, described words art recording file plays to described seat end simultaneously; If words art recording file does not exist, described seat end is directly answered a question with described client conversation, starts simultaneously Recording Process and generates in real time words art recording file, and should talk about art recording file and key to the issue word and associate and deposit in the described words art database.
7. realization true man as claimed in claim 6 talk about the method for art, it is characterized in that:
Described seat end is recorded the words art recording file of oneself in advance in described words art database, and and words art search library in search index between set up mapping relations.
8. realization true man as claimed in claim 6 talk about the method for art, it is characterized in that:
In described words art retrieval/playing module, sound identification module is set, identify the subject of question of described client by described sound identification module, described words art retrieval/playing module directly calls corresponding words art recording file according to words art scheme described client is answered.
9. realization true man as claimed in claim 6 talk about the method for art, it is characterized in that:
The barge module is set in described switch; Described words art recording file is in playing process, if described client is spoken, described barge module stops the broadcast of described words art recording file at once.
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| CN108234785A (en) * | 2018-01-16 | 2018-06-29 | 平安科技（深圳）有限公司 | Telemarketing reminding method, electronic device and readable storage medium storing program for executing |
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| CN109033257A (en) * | 2018-07-06 | 2018-12-18 | 中国平安人寿保险股份有限公司 | Talk about art recommended method, device, computer equipment and storage medium |
| CN109509471A (en) * | 2018-12-28 | 2019-03-22 | 浙江百应科技有限公司 | A method of the dialogue of intelligent sound robot is interrupted based on vad algorithm |
| CN110060098A (en) * | 2019-04-04 | 2019-07-26 | 秒针信息技术有限公司 | The acquisition methods and device of marketing term |
| CN110610705A (en) * | 2019-09-20 | 2019-12-24 | 上海数鸣人工智能科技有限公司 | Voice interaction prompter based on artificial intelligence |
| CN111104505A (en) * | 2019-12-30 | 2020-05-05 | 浙江阿尔法人力资源有限公司 | Information prompting method, device, equipment and storage medium |
| CN111104505B (en) * | 2019-12-30 | 2023-08-25 | 浙江阿尔法人力资源有限公司 | Information prompting method, device, equipment and storage medium |
| CN113067950A (en) * | 2021-03-17 | 2021-07-02 | 杭州元声象素科技有限公司 | Intelligent call platform |
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