CN105681609A - Assistance method and device for service center agent - Google Patents
Assistance method and device for service center agent Download PDFInfo
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- CN105681609A CN105681609A CN201410668506.XA CN201410668506A CN105681609A CN 105681609 A CN105681609 A CN 105681609A CN 201410668506 A CN201410668506 A CN 201410668506A CN 105681609 A CN105681609 A CN 105681609A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/02—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
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- Computer Networks & Wireless Communication (AREA)
- Signal Processing (AREA)
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- Physics & Mathematics (AREA)
- General Engineering & Computer Science (AREA)
- General Physics & Mathematics (AREA)
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Abstract
The invention provides an assistance method and device for a service center agent. The assistance method for the service center agent comprises the steps of: generating a keyword according to the interaction of a client and the service center agent; looking for a template matched with the keyword according to the keyword; and executing an operation corresponding to the template. By adopting the assistance method for the service center agent provided by the invention, the agent can provide services for the user more quickly, thereby shortening the service duration and improving the working efficiency.
Description
Technical field
The present invention relates to communication system field, refer to householder method and the device of a kind of client service center seat especially.
Background technology
According to investigation, in client service center's operation process traditional at present, human cost increases year by year and reaches 72%. How to reduce human cost, it is the key subjects that current client service center industry faces. 80% being seat personnel in manpower in current client service center, seat personnel, when providing manual service, face following problem:
(1) seat represents when exchanging with user, often needs to input a large amount of information and inquires about, then replies user;
(2) seat represents needs to switch in multiple interface or system, very loaded down with trivial details;
(3) seat personnel in call or call terminate after, it is necessary to manually fill in incoming call reason. Manually fill in complain single, manually fill in accept single, manually fill in fault list and fill in, these need the time of at substantial;
(4) above-mentioned requirements needs stronger business and specialty to require and training, telephonist's technical ability is required high. When these all cause the average service of seat personnel, length is longer, and human cost is difficult to reduce.
Summary of the invention
The technical problem to be solved in the present invention is, it is provided that the householder method of a kind of client service center seat and device, it is possible to improve the efficiency of service of seat personnel.
For solving the problems of the technologies described above, on the one hand, it is provided that the householder method of a kind of client service center seat, comprising:
Mutual according between client and client service center's seat, generates keyword;
According to described keyword, find and the template of described Keywords matching;
Perform the operation corresponding to described template.
Described method, also comprises:
Export the result of described operation.
Described mutual according between client and client service center's seat, the step generating keyword comprises:
Obtain the call voice between user and client service center's seat;
Described call voice is identified as word;
Described word is carried out word segmentation processing, generates keyword.
Described mutual according between client and client service center's seat, the step generating keyword comprises:
Obtain the mutual word between user and client service center's seat;
Described mutual word is carried out word segmentation processing, generates keyword.
The step of the operation that described execution is corresponding to described module comprises:
When described template be KnowledgeBase-query operation template time, described in be operating as: client service center's knowledge base is inquired about, returns the knowledge content set of coupling;
When described template is telephone expenses query manipulation template, described in be operating as: call telephone expenses inquiry interface, described user is carried out telephone expenses inquiry, and returns telephone expenses Query Result;
When described template is speech command operation template, described in be operating as: call operation ability interface, and return operating result;
When described template be trouble ticket template operate time, described in be operating as: call work order Knockdown block, the instruction of user's input carried out work order assembling, and returns the work order content assembled.
Described according to described keyword, the step finding the template with described Keywords matching is specially:
When described keyword and at least two template matches successes, then according to the coupling priority of described template, select a template, as the template with described Keywords matching.
On the other hand, it is provided that the supplementary unit of a kind of client service center seat, comprising:
Generate unit, mutual according between client and client service center's seat, generate keyword;
Search unit, according to described keyword, find and the template of described Keywords matching;
Actuator unit, performs the operation corresponding to described template.
Described device, also comprises:
Output unit, exports the result of described operation.
Described generation unit comprises:
First acquisition subelement, obtains the call voice between user and client service center's seat;
Recognin unit, is identified as word by described call voice;
First participle subelement, carries out word segmentation processing to described word, generates keyword.
Described generation unit comprises:
2nd acquisition subelement, obtains the mutual word between user and client service center's seat;
2nd participle subelement, carries out word segmentation processing to described mutual word, generates keyword.
Described actuator unit comprises:
KnowledgeBase-query subelement, when described template be KnowledgeBase-query operation template time, described in be operating as: client service center's knowledge base is inquired about, returns the knowledge content set of coupling;
Telephone expenses inquiry subelement, when described template is telephone expenses query manipulation template, described in be operating as: call telephone expenses inquiry interface, described user is carried out telephone expenses inquiry, and returns telephone expenses Query Result;
First calls subelement, when described template is speech command operation template, described in be operating as: call operation ability interface, and return operating result;
2nd calls subelement, when described template be trouble ticket template operate time, described in be operating as: call work order Knockdown block, carry out work order assembling with instruction user inputted, and return the work order content assembled.
The useful effect of the technique scheme of the present invention is as follows:
Mutual according between client and client service center's seat of the present invention, generates keyword; According to described keyword, find and the template of described Keywords matching; Perform the operation corresponding to described template. Householder method of the present invention and device, it is possible to make seat center more effectively for user provides service, thus long when reducing service.
Accompanying drawing explanation
Fig. 1 is the schematic flow sheet of the householder method of a kind of client service center of the present invention seat;
Fig. 2 is the connection diagram of the supplementary unit of a kind of client service center of the present invention seat;
The structural representation of the application scene of the supplementary unit of Fig. 3 client service center of the present invention seat.
Fig. 4 is the voice-based enforcement particular flow sheet of the supplementary unit of client service center of the present invention seat.
Fig. 5 is the enforcement particular flow sheet based on text of the supplementary unit of client service center of the present invention seat.
The secondary outcome that Fig. 6 is the supplementary unit of client service center of the present invention seat represents interface schematic diagram.
Embodiment
For making the technical problem to be solved in the present invention, technical scheme and advantage clearly, it is described in detail below in conjunction with the accompanying drawings and the specific embodiments.
As shown in Figure 1, it is the householder method of a kind of client service center of the present invention seat, comprising:
Step 11, mutual according between client and client service center's seat, generates keyword;
In one embodiment, described step 11 comprises:
Step 111A, obtains the call voice between user and client service center's seat;
Step 112A, is identified as word by described call voice;
Step 113A, carries out word segmentation processing to described word, generates keyword.
In another embodiment, described step 11 comprises:
Step 111B, obtains the mutual word between user and client service center's seat;
Step 112B, carries out word segmentation processing to described mutual word, generates keyword.
Step 12, according to described keyword, finds and the template of described Keywords matching; Step 12 is specially: when described keyword and at least two template matches successes, then according to the coupling priority of described template, select a template, as the template with described Keywords matching.
Step 13, performs the operation corresponding to described template. Step 13 comprises:
Step 131, when described template be KnowledgeBase-query operation template time, described in be operating as: client service center's knowledge base is inquired about, returns the knowledge content set of coupling;
Step 132, when described template is telephone expenses query manipulation template, described in be operating as: call telephone expenses inquiry interface, described user is carried out telephone expenses inquiry, and returns telephone expenses Query Result;
Step 133, when described template is speech command operation template, described in be operating as: call operation ability interface, and return operating result;
Step 134, when described template be trouble ticket template operate time, described in be operating as: call work order Knockdown block, the instruction of user's input carried out work order assembling, and returns the work order content assembled.
Described method, also comprises:
Step 14, exports the result of described operation. This step can be: operating result outputs on seat, facilitates the operation of contact staff like this, it is to increase working efficiency.
As shown in Figure 2, it is the supplementary unit of illustrated a kind of client service center seat, comprising:
Generate unit 21, mutual according between client and client service center's seat, generate keyword;
Search unit 22, according to described keyword, find and the template of described Keywords matching;
Actuator unit 23, performs the operation corresponding to described template.
Described device, also comprises:
Output unit 24, exports the result of described operation.
In one embodiment, described generation unit 21 comprises:
First acquisition subelement, obtains the call voice between user and client service center's seat;
Recognin unit, is identified as word by described call voice;
First participle subelement, carries out word segmentation processing to described word, generates keyword.
In another embodiment, described generation unit 21 comprises:
2nd acquisition subelement, obtains the mutual word between user and client service center's seat;
2nd participle subelement, carries out word segmentation processing to described mutual word, generates keyword.
Described actuator unit 23 comprises:
KnowledgeBase-query subelement, when described template be KnowledgeBase-query operation template time, described in be operating as: client service center's knowledge base is inquired about, returns the knowledge content set of coupling;
Telephone expenses inquiry subelement, when described template is telephone expenses query manipulation template, described in be operating as: call telephone expenses inquiry interface, described user is carried out telephone expenses inquiry, and returns telephone expenses Query Result;
First calls subelement, when described template is speech command operation template, described in be operating as: call operation ability interface, and return operating result;
2nd calls subelement, when described template be trouble ticket template operate time, described in be operating as: call work order Knockdown block, carry out work order assembling with instruction user inputted, and return the work order content assembled.
The application scene of the present invention is below described.
As shown in Figure 3, the schematic diagram that the supplementary unit of call center and client service center of the present invention seat is mutual is described.
Wherein, call center by media services device 71, other Media Access Gateways 72, attending a banquet 73 forms.
The supplementary unit of client service center's seat is made up of following several parts:
Media access processing module 31 (being equal to above-mentioned generation unit);
Template matches engine 32 (be equal to above-mentioned search unit);
Ability supporting module 33 (being equal to above-mentioned actuator unit);
Secondary outcome output module 34 (being equal to above-mentioned output unit).
Each several part function module is described as follows:
(A) media access processing module 31:
Media access processing module 31 comprises ASR 311 and participle engine 312, and voice Streaming Media can be identified as Word message by ASR, and participle engine is that big section word is carried out participle. Media access module needs processed voice stream and text flow.
Wherein, the process of voice stream is specially:
From the media services device of client service center, obtain voice stream, and by ASR, speech recognition is become word, and give participle engine by these words and carry out word segmentation processing, obtain point set of words of voice stream.
The process of text flow is specially:
Media access processing module gets Word message by the media gateway of client service center, gives participle engine and carries out word segmentation processing, obtains a point set of words.
Wherein, media access processing module is when obtaining voice stream or text flow, it is possible to be timing acquisition, instead of obtain after waiting until conversation end, acquisition voice stream and text flow while, also can obtain the information of user, such as the telephone number (calling number) of user.
(B) template matches engine 32:
Template matches engine 32 comprises various template, comprises knowledge base template 321, telephone expenses query template 322, voice command template 323, trouble ticket template 324.
These templates need pre-defined, and the project of definition comprises: template matches rule (such as front coupling, rear coupling, combinations matches), the content (such as keyword) mated, template matches priority etc.
Template matches engine accesses processing module from media and obtains word content and point set of words, and the coupling rule defined according to each template is mated. If matched, then notification capabilities supporting module carries out operating accordingly (concrete operation is completed by ability supporting module). When having in multiple template matches, then by template matches priority, the operation that the template that the priority only carrying out matching is the highest is corresponding.
(C) ability supporting module 33:
Ability supporting module carries out concrete operation after being matched by template matches engine, and operating result is given secondary outcome load module.
Here concrete operation comprises:
(1) KnowledgeBase-query: the KnowledgeBase-query interface 331 of call capability supporting module, carries out keyword query to the knowledge base of client service center, returns the knowledge content set mated most.
(2) telephone expenses inquiry: the telephone expenses inquiry interface 332 of call capability supporting module, carries out telephone expenses inquiry to subscriber directory number, return telephone expenses Query Result.
(3) voice command: the operational capability interface 333 (such as forward call, on-hook etc.) of call capability supporting module, and return operating result.
(4) trouble ticket template: the work order Knockdown block 334 of call capability supporting module, carries out work order assembling to Word message, and return the work order content assembled.
(D) secondary outcome output module 34:
The result of ability supporting module executable operations, delivers to secondary outcome output module, and operating result is packed by this module, and represents in the seat of client service center, and these results comprise:
KnowledgeBase-query result, packs the data entries inquired (the data entries number such as returned, the information content is carried out summary process);
Telephone expenses Query Result, packs Query Result content, such as " XXX user's this month telephone expenses XXX is first, arrearage XXX unit ".
Speech command operation result, carries out text description packaging to result, as forward call operation is then packaged into " switching XXX phone success ".
Work order content results, the work order directly delivering to seat accepts interface. Representing interface can FIGS 6.
The application scene of the householder method of client service center of the present invention seat is below described. Specifically comprise:
Step 1, when user dials client service center's phone and successfully turns seat, when conversing with seat personnel, media access processing module obtains voice stream from the media services device of client service center, and become word (after timing acquisition one section of voice stream, to be identified as word speech recognition by ASR, instead of etc. call terminate after identify again), then these words are given participle engine carries out word segmentation processing, obtains user and point set of words of seat personnel's conversation content.
Or, webchat (text chat) is carried out when user and seat represent, or send out the Word messages such as microblogging, micro-letter, note on seat, these Word messages can be got by the media gateway of client service center, media access processing module timing acquisition is given participle engine to these words and is carried out word segmentation processing, obtains a point set of words.
Step 2, Word message and a point set of words are delivered to template matches engine by media access processing module, and template matches engine, by coupling rule, carries out template matches. Template comprises knowledge base template, telephone expenses query template, voice command template, trouble ticket template. After matching template, notification capabilities supporting module is operated accordingly. During notice, the keyword and Word message that match will be transmitted to ability supporting module. If having in multiple template matches, then according to priority the highest template notification capabilities supporting module operates accordingly. That is, template needs pre-defined, and the content of definition comprises the content (keyword) of template matches rule, coupling, template matches priority. During template matches, if matching multiple template, carrying out the operation being correlated with by the coupling priority of template, the template namely only performing priority the highest operates accordingly.
Step 3, after ability supporting module receives the operational notification of template matches engine, carries out corresponding query processing. If KnowledgeBase-query operation, the knowledge base of client service center is carried out related keyword word inquiry, returns the knowledge content set mated most; If telephone expenses query manipulation, then call telephone expenses inquiry interface, user is carried out telephone expenses inquiry, returns telephone expenses Query Result; If speech command operation, then call operation ability interface (such as forward call, on-hook etc.), and return operating result;If trouble ticket template operation, then call work order Knockdown block, Word message is carried out work order assembling, and return the work order content assembled.
Step 4, these query manipulation results are delivered to secondary outcome output module by ability supporting module, and these results are packed by secondary outcome output module, then represent accordingly on the seat of client service center.
As described in Figure 4, the application scene of the supplementary unit based on seat voice of the present invention is below described. In this application scene, voice when seat and user's communication is identified as word, carries out word segmentation processing, then carries out template matches, operates accordingly after matching, and operating result notifies seat in time, represents at seat.
The following specifically describes.
Hardware components is made up of client service center's server and seat supplementary unit.
The treatment step of supplementary unit is as follows:
Step 41, pre-configured template, comprises the keyword of the coupling of template, coupling rule, the priority of template matches.
Step 42, supplementary unit timing gets user and the real-time voice stream of seat representative from client service center's media services device.
Step 43, voice flows through ASR (AutomaticSpeechRecognition, automatic speech recognition engine, is identified as word)
Step 44, these words are sent to participle engine and carry out word segmentation processing, obtain a point set of words
Step 45, word and a point set of words are delivered to template matches engine and are carried out template matches (if having in multiple template matches, then only get the highest template of priority).
Step 46 comprises each step following:
Step 46A, if matching knowledge base template, then calls KnowledgeBase-query interface and carries out keyword query, and Query Result represents at seat after packing;
Step 46B, if matching telephone expenses query template, then calls telephone expenses inquiry interface and carries out user telephone fee inquiry, and Query Result represents at seat after packing;
Step 46C, if matching voice command template, then calls relating operation ability interface executable operations, and operating result represents at seat after packing;
Step 46D, if matching trouble ticket template, then calls the assembling that work order Knockdown block carries out work order content, and the work order that the work order content assembled is given on seat accepts the page.
Step 47, represents at seat after Query Result, operating result, work order content packaging. That is, operating result represents in seat, and the content represented comprises original dialogue content, and auxiliary result information, these result information KnowledgeBase-query information, telephone expenses Query Information, speech command operation results.
As described in Figure 5, the application scene of the supplementary unit based on seat text information of the present invention is below described. In this application scene, seat receives the text information (such as webchat, microblogging, micro-letter, note) of user, and these text information are carried out word segmentation processing, then template matches is carried out, operating accordingly after matching, operating result notifies seat in time, represents at seat.
The following specifically describes.
Hardware components is made up of the auxiliary dress of client service center's server and seat
The treatment step of supplementary unit is as follows:
Step 51, pre-configured template, comprises the keyword of the coupling of template, mates the priority of rule, template matches.
Step 52, supplementary unit timing gets user and the text exchange of information (as the modes such as webchat (user accesses, based on webpage mode, the mode that seat carries out text chat), microblogging, micro-letter access the Word message of seat) of seat representative from client service center's media gateway.
Step 53, these text information are sent to participle engine and carry out word segmentation processing, obtain a point set of words
Step 54, text information and a point set of words are delivered to template matches engine and are carried out template matches (if having in multiple template matches, then only get the highest template of priority).
Step 55 comprises each step following:
Step 55A, if matching knowledge base template, then calls KnowledgeBase-query interface and carries out keyword query. After Query Result is packed, represent at seat.
Step 55B, if matching telephone expenses query template, then calls telephone expenses inquiry interface and carries out user telephone fee inquiry, and Query Result represents at seat after packing;
Step 55C, if matching voice command template, then calls relating operation ability interface executable operations, and operating result represents at seat after packing;
Step 55D, if matching trouble ticket template, then calls the assembling that work order Knockdown block carries out work order content, and the work order that the work order content assembled is given on seat accepts the page.
Step 56, represents at seat after Query Result, operating result, work order content packaging.
The present invention has following useful effect
(1) to telephonist:
Using supplementary unit of the present invention, require low to telephonist's technical ability, seat uses easily, experiences; Aobvious reduction kept burning day and night when telephonist's duration of call, process, working efficiency promotes.
(2) to client service center's operator:
Use supplementary unit of the present invention, will greatly reduce contact Center Inter to the input of human cost; The new experience that manual telephone marketing (comprises incoming call marketing, marketing of breathing out), can effectively promote marketing success ratio. Seat people can provide service for user more quickly and effectively, thus long when reducing service.
The above is the preferred embodiment of the present invention; it is noted that for those skilled in the art, under the prerequisite not departing from principle of the present invention; can also making some improvements and modifications, these improvements and modifications also should be considered as protection scope of the present invention.
Claims (11)
1. the householder method of client service center's seat, it is characterised in that, comprising:
Mutual according between client and client service center's seat, generates keyword;
According to described keyword, find and the template of described Keywords matching;
Perform the operation corresponding to described template.
2. method according to claim 1, it is characterised in that, also comprise:
Export the result of described operation.
3. method according to claim 1, it is characterised in that, described mutual according between client and client service center's seat, the step generating keyword comprises:
Obtain the call voice between user and client service center's seat;
Described call voice is identified as word;
Described word is carried out word segmentation processing, generates keyword.
4. method according to claim 1, it is characterised in that, described mutual according between client and client service center's seat, the step generating keyword comprises:
Obtain the mutual word between user and client service center's seat;
Described mutual word is carried out word segmentation processing, generates keyword.
5. method according to claim 1, it is characterised in that, the step of the operation that described execution is corresponding to described module comprises:
When described template be KnowledgeBase-query operation template time, described in be operating as: client service center's knowledge base is inquired about, returns the knowledge content set of coupling;
When described template is telephone expenses query manipulation template, described in be operating as: call telephone expenses inquiry interface, described user is carried out telephone expenses inquiry, and returns telephone expenses Query Result;
When described template is speech command operation template, described in be operating as: call operation ability interface, and return operating result;
When described template be trouble ticket template operate time, described in be operating as: call work order Knockdown block, the instruction of user's input carried out work order assembling, and returns the work order content assembled.
6. method according to claim 1, it is characterised in that, described according to described keyword, the step finding the template with described Keywords matching is specially:
When described keyword and at least two template matches successes, then according to the coupling priority of described template, select a template, as the template with described Keywords matching.
7. the supplementary unit of client service center's seat, it is characterised in that, comprising:
Generate unit, mutual according between client and client service center's seat, generate keyword;
Search unit, according to described keyword, find and the template of described Keywords matching;
Actuator unit, performs the operation corresponding to described template.
8. device according to claim 7, it is characterised in that, also comprise:
Output unit, exports the result of described operation.
9. device according to claim 7, it is characterised in that, described generation unit comprises:
First acquisition subelement, obtains the call voice between user and client service center's seat;
Recognin unit, is identified as word by described call voice;
First participle subelement, carries out word segmentation processing to described word, generates keyword.
10. device according to claim 7, it is characterised in that, described generation unit comprises:
2nd acquisition subelement, obtains the mutual word between user and client service center's seat;
2nd participle subelement, carries out word segmentation processing to described mutual word, generates keyword.
11. devices according to claim 7, it is characterised in that, described actuator unit comprises:
KnowledgeBase-query subelement, when described template be KnowledgeBase-query operation template time, described in be operating as: client service center's knowledge base is inquired about, returns the knowledge content set of coupling;
Telephone expenses inquiry subelement, when described template is telephone expenses query manipulation template, described in be operating as: call telephone expenses inquiry interface, described user is carried out telephone expenses inquiry, and returns telephone expenses Query Result;
First calls subelement, when described template is speech command operation template, described in be operating as: call operation ability interface, and return operating result;
2nd calls subelement, when described template be trouble ticket template operate time, described in be operating as: call work order Knockdown block, carry out work order assembling with instruction user inputted, and return the work order content assembled.
Priority Applications (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201410668506.XA CN105681609A (en) | 2014-11-20 | 2014-11-20 | Assistance method and device for service center agent |
| PCT/CN2015/071494 WO2015184829A1 (en) | 2014-11-20 | 2015-01-23 | Method and device for assisting customer service centre attendant |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201410668506.XA CN105681609A (en) | 2014-11-20 | 2014-11-20 | Assistance method and device for service center agent |
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| Publication Number | Publication Date |
|---|---|
| CN105681609A true CN105681609A (en) | 2016-06-15 |
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| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201410668506.XA Withdrawn CN105681609A (en) | 2014-11-20 | 2014-11-20 | Assistance method and device for service center agent |
Country Status (2)
| Country | Link |
|---|---|
| CN (1) | CN105681609A (en) |
| WO (1) | WO2015184829A1 (en) |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN101193071A (en) * | 2007-03-28 | 2008-06-04 | 腾讯科技（深圳）有限公司 | A client service method, system and device based on instant communication |
| CN103095753B (en) * | 2011-10-31 | 2018-04-10 | 中兴通讯股份有限公司 | A kind of customer service system and customer service information-pushing method |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN102262665A (en) * | 2011-07-26 | 2011-11-30 | 西南交通大学 | Response supporting system based on keyword extraction |
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| CN109215654A (en) * | 2018-10-22 | 2019-01-15 | 北京智合大方科技有限公司 | The mobile terminal intelligent customer service auxiliary system of Real-time speech recognition and natural language processing |
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