CN103795877A

CN103795877A - Intelligent voice

Info

Publication number: CN103795877A
Application number: CN201210418667.4A
Authority: CN
Inventors: 殷程
Original assignee: Individual
Current assignee: Individual
Priority date: 2012-10-29
Filing date: 2012-10-29
Publication date: 2014-05-14

Abstract

The invention provides a technology capable of supporting a call center to use automatic voice to perform real-time conversation with a client, which is simplified as intelligent voice. The intelligent voice is butt-joint with the call center. When an outbound call of the call center makes conversation with the client, the call center can schedule the intelligent voice to make conversation and exchange with the client for the whole process. Besides, exchange with the client can firstly be realized by a telephone operator and then by the intelligent voice through conversion. Under the support of intelligent voice scripts, the intelligent voice can respond various outbound call businesses of the call center so that powerful automatic voice support is provided for employment of businesses like questionnaire investigation and client review of the call center. An artificial intelligence technology, a communication technology, a computer technology and an Internet technology are utilized, a part of outbound call work of the call center can be independently completed by computers without direct participation of sitting personnel so that intellectualization of the businesses of the call center is realized.

Description

Intelligent sound

Technical field

The present invention relates to call-center technology field, relate in particular to the call-center technology of speech recognition.

Background technology

China's call center's industry development is in recent years rapid, no matter be that seat personnel outsourcing or the platform of attending a banquet are rented, business or outgoing call sales service are answered in customer service, have all related to the fields such as banking and insurance business, health care, training education, ecommerce, household services, tourism ticketing service, government's hot line.

In the face of a large amount of call center's business demands, enterprise need to drop into a large amount of manpowers and material resources, and in price horizontal today flying, office space, the fast development of call center's scale of having attended a banquet equipment and personnel cost and large restriction.

In this simultaneously, especially in recent years, speech recognition technology marked improvement, has started to move towards market from laboratory, and the intelligent use based on speech recognition is also increasingly extensive.People's expectation, in coming 10 years, speech recognition technology will enter the every field such as industry, household electrical appliances, communication, automotive electronics, medical treatment, home services, consumption electronic product.

Call center is the industry that voice are intensive, it is a desirable selection that speech recognition technology is applied to field, call center, the application such as retrieval, classification of such as recording data, and for the application in real-time communication as system voice and people dialogue, field, call center still belongs to vacancy at home.

Along with the quickening of Digitalization in China pace of construction, the develop rapidly of communication network technology and artificial intelligence technology, the call center of current this cost type, artificial type, gradually to profit type, intelligent conversion.

Summary of the invention

For all difficulties and the vacancy of artificial intelligence field in call center at enterprise call center, the invention provides a kind of intelligent sound, making call center can separate a part of outgoing call work is completed by one's own efforts by computer, as simple business such as survey, client pay a return visit, because in person participate in without seat personnel, so being enterprise, this invention alleviates burden, and make enterprise can more be absorbed in core business, operator is routed in rational call center business, has realized the intellectuality of call center's business.

The present invention mainly applies to call center, comprise intelligent sound script and intelligent sound server, intelligent sound server docks with call center, in the time that conversing, call center's outgoing call and client can call intelligent sound server, read the intelligent sound script of appointment by intelligent sound server, for Call Center Platform outbound call service provides automatic speech support.

Intelligent sound script of the present invention, each script is the voice words art flow process being completed by human-edited, intelligent sound server can be stored multiple intelligent sound scripts, and automatically select corresponding intelligent sound script operation according to call center's actual needs, for example automatically find suitable intelligent sound script according to differences such as the other side's sex, age, occupation, significance levels.

Its intelligent sound script and the omnidistance dialogue of client are called in intelligent sound server support call of the present invention center, also support to switch to operator and customer communication midway, and can also again switch back intelligent sound and continue the topic remaining with customer communication, the i.e. switching back and forth of " computer-> people " and " artificial-> people " mode, for example intelligent sound is first responsible for opening remarks and some simple surveys, in the time that client needs the link of manual service, can automatically switch this call to operator in call center, in the time still needing to continue survey, operator with client's end of conversation after this call can be delivered to intelligent sound.

Intelligent sound server of the present invention, supports client with the phone key mode option of answering a question.When intelligent sound server and client's dialogue are called by call center, client is except oral account is answered a question, also can answer by the mode of phone button, as answer multiple-choice question and select first answer by 1 expression, answer age problem and represent 50 years old etc. by 50, this function can effectively avoid intelligent sound to answer because can not judging client the problem that cannot down carry out.

Intelligent sound is with the intelligent sound server of strain flexibly and the intelligent sound script support varying, make call center be enough to easily tackle the automatic outer call business under multiple business scene, in addition artificial with intelligent mutual coordination, operator's working strength is reduced greatly, also for client provides more high-quality and efficiently service, reduce call center personnel cost, improved call center services quality, embodied the value of intelligent sound.

Accompanying drawing explanation

Fig. 1 is business relations block diagram of the present invention;

Fig. 2 is business process map of the present invention.

Embodiment

Below with reference to accompanying drawing, describe the specific embodiment of the present invention in detail.

As shown in Figure 1, the business relations of described intelligent sound, its flow process is roughly as follows:

After intelligent sound script 101 typing intelligent sound servers 102, called the intelligent sound 106 of intelligent sound server 102 talks with client 108 by Call Center Platform 103, can switch to as required during this time operator 104 talks with client 108, also can again switch back, i.e. the switching back and forth of " computer-> people " 107 and " artificial-> people " 105 modes.

As shown in Figure 2, the operation flow of described intelligent sound, its concrete information conveying flow is as follows:

Intelligent sound server 204 must have voice script to provide intelligent sound function for Call Center Platform 203, therefore the different scripts 206 of traffic assistant director 202 typing at any time according to actual needs, intelligent sound server 204 is responsible for stores scripts 207, and this stage belongs to intelligent sound script establishment stage 205;

Use before intelligent sound formal, traffic assistant director 202 first does homework, model outgoing call task 209, in outgoing call task 209, can enable intelligent sound 210, after enabling intelligent sound, Call Center Platform 203 connects intelligent sound 211, now intelligent sound server 204 connects 212 with call center, traffic assistant director 202 is that this outgoing call task is selected suitable voice script 213 from the existing script 214 of intelligent sound server 204, then start outgoing call task 215, this stage belongs to the intelligent sound preparatory stage;

In intelligent sound operational phase, Call Center Platform 203 can be dialed customer phone 217 automatically, now called client 201 has phone incoming call 218, after connection, Call Center Platform 203 is under voice script 219 is supported, use intelligent sound (computer-> people) 220 and client 201 to converse, now client is and computalk 221; In communication process, Call Center Platform 203 can manually or automatically be transferred intelligent sound (computer-> people) 220 to operator (artificial-> people) 222 according to actual conditions, by traffic assistant director 202 and the artificial call 223 of client 201, now client converses 224 with operator; After artificial call 223 finishes, Call Center Platform 203 can call again switch use intelligent sound (computer-> people) thus 226 finish call 228 until this script is finished.

Claims

1. an intelligent sound, comprises intelligent sound script and intelligent sound server, it is characterized in that:

Intelligent sound mainly applies to call center, and intelligent sound server docks with call center, is read the intelligent sound script of appointment by intelligent sound server, for Call Center Platform outbound call service provides automatic speech support.

2. intelligent sound according to claim 1, is characterized in that:

Described intelligent sound script, each script is the voice words art flow process being completed by human-edited, intelligent sound server can be stored multiple intelligent sound scripts, and automatically selects corresponding intelligent sound script operation according to call center's actual needs.

3. intelligent sound according to claim 1, is characterized in that:

Its intelligent sound script and the omnidistance dialogue of client are called in described intelligent sound server support call center, also support to switch to operator and customer communication midway, and can also again switch back intelligent sound and continue the topic remaining with customer communication, be i.e. the switching back and forth of " computer-> people " and " artificial-> people " mode.

4. intelligent sound according to claim 3, is characterized in that:

When described intelligent sound server and client's dialogue are called by call center, also support client with the phone key mode option of answering a question.