CN105744057A - Intelligent voice dialogue interaction method and intelligent voice dialogue interaction device - Google Patents
Intelligent voice dialogue interaction method and intelligent voice dialogue interaction device Download PDFInfo
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- CN105744057A CN105744057A CN201610042063.2A CN201610042063A CN105744057A CN 105744057 A CN105744057 A CN 105744057A CN 201610042063 A CN201610042063 A CN 201610042063A CN 105744057 A CN105744057 A CN 105744057A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M1/00—Substation equipment, e.g. for use by subscribers
- H04M1/72—Mobile telephones; Cordless telephones, i.e. devices for establishing wireless links to base stations without route selection
- H04M1/724—User interfaces specially adapted for cordless or mobile telephones
- H04M1/72403—User interfaces specially adapted for cordless or mobile telephones with means for local support of applications that increase the functionality
- H04M1/7243—User interfaces specially adapted for cordless or mobile telephones with means for local support of applications that increase the functionality with interactive means for internal management of messages
- H04M1/72433—User interfaces specially adapted for cordless or mobile telephones with means for local support of applications that increase the functionality with interactive means for internal management of messages for voice messaging, e.g. dictaphones
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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
- G06F16/60—Information retrieval; Database structures therefor; File system structures therefor of audio data
- G06F16/68—Retrieval characterised by using metadata, e.g. metadata not derived from the content or metadata generated manually
- G06F16/683—Retrieval characterised by using metadata, e.g. metadata not derived from the content or metadata generated manually using metadata automatically derived from the content
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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
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
Abstract
The invention provides an intelligent voice dialogue interaction method and an intelligent voice dialogue interaction device. The method comprises the following steps: acquiring the voice content of a voice request of a user and the keyword in the voice content; carrying out matching in a voice database according to the keyword to get a meaning corresponding to the keyword; judging whether the meaning is complete or incomplete; if the meaning is incomplete, querying follow-up broadcast content corresponding to the incomplete meaning in a dialogue database and broadcasting the follow-up broadcast content, acquiring reply voice of the user, and acquiring the keyword in the voice content until the meaning corresponding to the keyword is complete; and if the meaning is complete, querying a service item corresponding to the complete meaning in the dialogue database according to the complete meaning, and executing self-service or manual service according to the service item. Through the method and the device, the time for a customer to locate a service item is shortened, users can be guided to complete self-service or manual service quickly, and the humanized interaction design improves the experience of users.
Description
Technical field
The present invention relates to intelligent sound telephony, particularly relate to a kind of Intelligent voice dialog exchange method and device.
Background technology
At present voice dialogue interactive mode in the industry be mainly touch-tone alternately, namely user passes through the corresponding button of voice prompt operation, thus providing the user a certain corresponding service.No matter what this kind of voice dialogue interactive mode user is intended that, being all identical voice message, the service time that user is look for oneself needing is long, and the air time is also long.Along with voice technology is more and more ripe, part manufacturer uses interactive voice.For multiple business service item situation about depositing, current interactive voice technology still seems complicated, does not really effectively reduce user and positions the time of a certain service, does not really realize hommization simultaneously.
Summary of the invention
In view of this, it is necessary that offer can quickly through user speech positioning service and a kind of Intelligent voice dialog exchange method and the device that promote user's impression in fact.
A kind of Intelligent voice dialog exchange method, described method includes:
Obtain the voice content of user speech request;
Obtain the key word in described voice content;
Carrying out mating, according to described key word, the semanteme drawn corresponding to key word in speech information pool, the data of described speech information pool storage include the semanteme corresponding to key word and key word;
Judge that described semanteme is completely semantic or imperfect semanteme;
If described semanteme is imperfect semanteme, inquiring the follow-up report content corresponding to imperfect semanteme from dialog database, in described dialog database, the data of storage include the follow-up report content corresponding to imperfect semanteme and imperfect semanteme;
Report described follow-up report content;
Obtain user's answering voice and performing to obtain the step of the key word in described voice content until the semanteme corresponding to described key word is complete semanteme described follow-up report content;
If described semanteme is complete semantic, inquiring about the service item corresponding to described complete semanteme according to described complete semanteme in dialog database, the data of described dialogue data library storage also include completely service item corresponding to semantic and complete semanteme;
Self-Service or manual service is performed according to described service item.
A kind of Intelligent voice dialog interactive device, described device includes acquisition module, matching module, judge module, enquiry module, report module, service module, described acquisition module, for obtaining the voice content of user speech request, is additionally operable to obtain the key word in described voice content;Described matching module for carrying out mating, according to described key word, the semanteme drawn corresponding to key word in speech information pool, and the data of described speech information pool storage include the semanteme corresponding to key word and key word;Described judge module is used for judging that described semanteme is completely semantic or imperfect semanteme;If described enquiry module is imperfect semanteme for described semanteme, inquiring the follow-up report content corresponding to imperfect semanteme from dialog database, in described dialog database, the data of storage include the follow-up report content corresponding to imperfect semanteme and imperfect semanteme;Described report module is used for reporting described follow-up report content;Described acquisition module is additionally operable to obtain user's voice starting of answering to described follow-up report content and performs step and obtain the key word in described voice content until the semanteme corresponding to key word is for complete semantic;If described enquiry module is additionally operable to described semanteme for complete semantic, inquiring about the service item corresponding to described complete semanteme in dialog database according to described complete semanteme, the data of described dialogue data library storage also include completely service item corresponding to semantic and complete semanteme;Described service module for performing Self-Service or manual service according to described service item.
Above-mentioned Intelligent voice dialog exchange method and device, when for imperfect semanteme, selective enquirement can be carried out by follow-up report content and position a service item, when for complete semanteme, position a service item by the relation of the service item corresponding to completely semantic and complete semanteme.The method and device, by quickly self-service for guiding user or be accomplished manually service, shorten client positioning service item object time, and the interaction design of hommization simultaneously improves the impression of user.
Accompanying drawing explanation
Fig. 1 is the method flow diagram that speech information pool is set up.
Fig. 2 is the method flow diagram that dialog database is set up.
Fig. 3 is the flow chart of Intelligent voice dialog exchange method.
Fig. 4 is the functional block diagram that speech information pool sets up module.
Fig. 5 is the functional block diagram that dialog database sets up module.
Fig. 6 is the functional block diagram of Intelligent voice dialog interactive device.
Detailed description of the invention
In order to make the object, technical solutions and advantages of the present invention clearly, below in conjunction with accompanying drawing, the specific embodiment of the present invention is described in further detail.
Fig. 1 is the method flow diagram that speech information pool is set up.What preserve in speech information pool is the relation between the semanteme corresponding to key word and key word, and the method comprises the steps.
Step S11, obtains user recording.
Step S12, arranges the key word in recording and the semanteme corresponding to key word according to user recording.As key word is: the credit card, corresponding semanteme is: credit card series;Key word is: bill is how many, and corresponding semanteme is: bill is inquired about.
Step S13, puts into key word in speech information pool with the semanteme corresponding to key word and preserves.
Fig. 2 is the method flow diagram that dialog database is set up, and the method comprises the steps.
Step S21, arranges the service item that each business is corresponding.Multiple service items as corresponding in credit card business, report the loss etc. service item including the inquiry of credit card current period bill, the inquiry of credit card amount, the inquiry of credit card debt, credit inquiry, the inquiry of credit record of conversion, the inquiry of credit card application progress queries, credit card detail, the inquiry of credit card repayment day, the inquiry of credit card credit score, credit card amount application, the interim amount application of the credit card, credit card cipher type service, credit card application extension refund, the credit card.Property insurance inquiry as corresponding in property insurance business, property insurance such as are reported a case to the security authorities at the service item.
Step S22, arranges the semantic feature that the service item of each business is corresponding, and wherein semantic feature is including, but not limited to object, behavior, series, attribute.As credit card current period bill inquires about the semantic feature that service item is corresponding: object=bill, behavior=inquiry, series=credit card, attribute=current period.If service item is Credit Statement inquiry, then corresponding semantic feature: object=bill, behavior=inquiry, series=credit card, attribute=arbitrarily.
Step S23, follow-up report content corresponding to imperfect semanteme and imperfect semanteme is set, follow-up report content corresponding to imperfect semanteme and imperfect semanteme is saved in dialog database, the semantic feature wherein comprised in an imperfect semanteme is incomplete, and cannot position a service item.
If semanteme is for making a credit inquiry card bill or inquire about, corresponding semantic feature: object=bill, behavior=inquiry, series=credit card, attribute=any for Credit Statement.The semanteme of the semanteme of card bill of so making a credit inquiry or Credit Statement inquiry, it is not known that the Credit Statement of any phase will be inquired about, it is impossible to position a service item, be imperfect semanteme.Semantic for making a credit inquiry card bill or be imperfect semanteme for Credit Statement inquiry, corresponding follow-up report content can for " you to inquire about the Credit Statement of current period " or " you to inquire about the Credit Statement of which phase " or " you to inquire about Credit Statement or the history Credit Statement of current period " etc..
Step S24, arranges the service item completely corresponding to semantic and complete semanteme, the service item corresponding to completely semantic and complete semanteme is saved in dialog database.
If semanteme is card current period bill or the inquiry of credit card current period bill, the then corresponding semantic feature: object=bill, behavior=inquiry, series=credit card, attribute=current period of making a credit inquiry.The semanteme of the semanteme of card current period bill of so making a credit inquiry or the inquiry of credit card current period bill is complete semanteme, it is possible to position a service item, and this service item is the inquiry of credit card current period bill.
It is to be appreciated that when a semantic semantic feature is complete, this semanteme can position a service item.In some cases, when a semanteme includes 2 key elements or 3 key elements can also position a service item, this semanteme is also defined as complete semanteme.If semanteme is that the credit card is reported the loss, the semantic feature of its correspondence is: behavior=report the loss, series=credit card, the corresponding service item of these 2 semantic features: the credit card is reported the loss.The credit card reports the loss this semanteme for complete semantic.
Fig. 3 is the flow chart of Intelligent voice dialog exchange method, and the method comprises the steps.
Step S31, obtains the voice content of user speech request.
Step S32, obtains the key word in voice content.Voice content such as user is: I to report a case to the security authorities.So the key word in voice content is: report a case to the security authorities.
Step S33, carries out mating the semanteme drawn corresponding to key word according to key word in speech information pool.Reporting a case to the security authorities according to key word and search the semanteme that key word is corresponding in speech information pool, corresponding semanteme is for reporting a case to the security authorities.
Step S34, it is judged that semanteme is completely semantic or imperfect semanteme.Imperfect semanteme cannot position a service item, and complete semanteme can position a service item.If being imperfect semanteme, perform step S35;If being complete semantic, perform step S38.If semantic for reporting a case to the security authorities, namely corresponding behavior=report a case to the security authorities, then be imperfect semanteme, there is no one service item in method location by this semanteme, therefore performs step S35.
Step S35, inquires about the follow-up report content corresponding to this imperfect semanteme in dialog database.Inquiring the follow-up report content corresponding to the semantic imperfect semanteme for reporting a case to the security authorities in dialog database is " what case you to report ".
Step S36, reports this follow-up report content.
Step S37, obtains user's answer voice to this follow-up report content.Then step S32 is performed.Obtain user's answer to follow-up report content " what case you to report ": the credit card.Then the key word in user speech content is obtained: the credit card, inquiring about, according to all key words, the semanteme drawing user in speech information pool is that the credit card is reported a case to the security authorities.The semantic corresponding semantic feature of user is: series=credit card, behavior=report a case to the security authorities.The credit card is reported a case to the security authorities and can be positioned a service item and the credit card is reported the loss, for complete semanteme.
Step S38, according to the complete semantic service item inquired about in dialog database corresponding to this complete semanteme.If semanteme is complete semantic, inquiring about this complete semantic corresponding service item in dialog database, if semanteme is that the credit card is reported a case to the security authorities, then corresponding with service project is: the credit card is reported the loss.
Step S39, performs Self-Service or manual service according to service item.
Fig. 4 is the functional block diagram that speech information pool sets up module.What preserve in speech information pool is the relation between the semanteme corresponding to key word and key word.Speech information pool is set up module 40 and is included acquisition module 41, arranges module 42, preserves module 43.
Acquisition module 41, is used for obtaining user recording.
Module 42 is set, for arranging the key word in recording and the semanteme corresponding to key word according to user recording.As key word is: the credit card, corresponding semanteme is: credit card series;Key word is: bill is how many, and corresponding semanteme is: bill is inquired about.
Preserve module 43, preserve for key word is put in speech information pool with the semanteme corresponding to key word.
Fig. 5 is the functional block diagram that dialog database sets up module.Dialog database is set up module 50 and is included arranging module 51, preserving module 52.
Module 51 is set, for arranging the service item that each business is corresponding.Multiple service items as corresponding in credit card business, report the loss etc. service item including the inquiry of credit card current period bill, the inquiry of credit card amount, the inquiry of credit card debt, credit inquiry, the inquiry of credit record of conversion, the inquiry of credit card application progress queries, credit card detail, the inquiry of credit card repayment day, the inquiry of credit card credit score, credit card amount application, the interim amount application of the credit card, credit card cipher type service, credit card application extension refund, the credit card.Property insurance inquiry as corresponding in property insurance business, property insurance such as are reported a case to the security authorities at the service item.
Arranging module 51, be additionally operable to arrange the semantic feature that the service item of each business is corresponding, wherein semantic feature is including, but not limited to object, behavior, series, attribute.As credit card current period bill inquires about the semantic feature that service item is corresponding: object=bill, behavior=inquiry, series=credit card, attribute=current period.If service item is Credit Statement inquiry, then corresponding semantic feature: object=bill, behavior=inquiry, series=credit card, attribute=arbitrarily.
Arranging module 51, be additionally operable to the follow-up report content arranged corresponding to imperfect semanteme and imperfect semanteme, the semantic feature wherein comprised in an imperfect semanteme is incomplete, and cannot position a service item.
If semanteme is for making a credit inquiry card bill or inquire about, corresponding semantic feature: object=bill, behavior=inquiry, series=credit card, attribute=any for Credit Statement.The semanteme of the semanteme of card bill of so making a credit inquiry or Credit Statement inquiry, it is not known that the Credit Statement of any phase will be inquired about, it is impossible to position a service item, be imperfect semanteme.Semantic for making a credit inquiry card bill or be imperfect semanteme for Credit Statement inquiry, corresponding follow-up report content can for " you to inquire about the Credit Statement of current period " or " you to inquire about the Credit Statement of which phase " or " you to inquire about Credit Statement or the history Credit Statement of current period " etc..
Module 51 is set, is additionally operable to arrange complete semantic and corresponding with complete semanteme service item.If semanteme is card current period bill or the inquiry of credit card current period bill, the then corresponding semantic feature: object=bill, behavior=inquiry, series=credit card, attribute=current period of making a credit inquiry.The semanteme of the semanteme of card current period bill of so making a credit inquiry or the inquiry of credit card current period bill is complete semanteme, it is possible to position a service item, and this service item is the inquiry of credit card current period bill.It is to be appreciated that when a semantic semantic feature is complete, this semanteme can position a service item.In some cases, when a semanteme includes 2 key elements or 3 key elements can also position a service item, this semanteme is also defined as complete semanteme.If semanteme is that the credit card is reported the loss, the semantic feature of its correspondence is: behavior=report the loss, series=credit card, the corresponding service item of these 2 semantic features: the credit card is reported the loss.The credit card reports the loss this semanteme for complete semantic.
Preserve module 52, for the follow-up report content corresponding to imperfect semanteme and imperfect semanteme being saved in dialog database;It is additionally operable to be saved in dialog database the service item corresponding to completely semantic and complete semanteme.
Fig. 6 is the functional block diagram of Intelligent voice dialog interactive device.This Intelligent voice dialog interactive device 60 includes acquisition module 61, matching module 62, judge module 63, enquiry module 64, reports module 65, service module 66.
Acquisition module 61, for obtaining the voice content of user speech request.It is additionally operable to obtain the key word in voice content.Voice content such as user is: I to report a case to the security authorities.So the key word in voice content is: report a case to the security authorities.
Matching module 62, for carrying out mating the semanteme drawn corresponding to key word according to key word in speech information pool 70.Wherein, the data preserved in speech information pool 70 include the semanteme corresponding to key word and key word.Reporting a case to the security authorities the semanteme searched in speech information pool 70 corresponding to key word according to key word, corresponding semanteme is for reporting a case to the security authorities.
Judge module 63, is used for judging that semanteme is completely semantic or imperfect semanteme.Complete semanteme can position a service item, and imperfect semanteme cannot position a service item.If semantic for reporting a case to the security authorities, i.e. behavior=report a case to the security authorities, a service item cannot be positioned by this semanteme, for imperfect semanteme.
Enquiry module 64, if being imperfect semanteme for semanteme, inquires about the follow-up report content corresponding to this imperfect semanteme in dialog database 80.Wherein, the data preserved in dialog database 80 include the follow-up report content corresponding to imperfect semanteme and imperfect semanteme.As inquired the semantic follow-up report content corresponding for the imperfect semanteme reported a case to the security authorities in dialog database 80 for " what case you to report ".
Report module 65, be used for reporting this follow-up report content.
Acquisition module 61, is additionally operable to obtain user's answer voice to this follow-up report content.Obtain user's answer to follow-up report content " what case you to report ": the credit card.Then the key word in user speech content is obtained: the credit card.
Matching module 62, is additionally operable to mate, according to key word, the semanteme drawn corresponding to key word in speech information pool 70.Semanteme corresponding to key word is that the credit card is reported a case to the security authorities.Semantic corresponding semantic feature corresponding to key word is: series=credit card, behavior=report a case to the security authorities.The credit card is reported a case to the security authorities and is the credit card and reports the loss service, is a concrete service item.
Enquiry module 64, if being additionally operable to semantic for complete semantic, inquires about this complete semantic corresponding service item according to completely semantic in dialog database.Wherein, the data preserved in dialog database 80 also include completely service item corresponding to semantic and complete semanteme.If semanteme is that the credit card is reported a case to the security authorities, then corresponding service item is: the credit card is reported the loss.
Service module 66, for performing Self-Service or manual service according to service item.
Described Intelligent voice dialog interactive device 60 also includes speech information pool and sets up module 40 and dialog database sets up module 50.
Above Intelligent voice dialog method and apparatus, by obtaining the voice content of user speech request, obtains the key word in voice content;Carrying out match query in speech information pool according to key word and draw the semanteme corresponding to key word, the data wherein preserved in speech information pool include key word and the semanteme corresponding to key word;Judge that semanteme is completely semantic or imperfect semanteme;If imperfect semanteme, then inquiring about the follow-up report content corresponding to this imperfect semanteme in dialog database and report, the data wherein preserved in dialog database include the follow-up report content corresponding to imperfect semanteme and imperfect semanteme;Obtain user's answer voice to this follow-up report content;Then all of key word is obtained again until the semanteme corresponding to key word is for complete semantic;If semanteme is complete semantic, the service item corresponding to this semanteme in dialog database performs Self-Service or manual service, and the data wherein also preserved in dialog database include completely service item corresponding to semantic and complete semanteme.Customer voice is extracted as semanteme by this Intelligent voice dialog method and apparatus, according to semantic association service item, when for imperfect semanteme, selective enquirement can be carried out by follow-up report content and position a service item, user is guided to quickly finish required service item with this, shortening client positioning service item object time, the interaction design of hommization simultaneously improves the impression of user.
The foregoing is only presently preferred embodiments of the present invention, not in order to limit the present invention, all any amendment, equivalent replacement and improvement etc. made within the spirit and principles in the present invention, should be included within protection scope of the present invention.
Claims (6)
1. an Intelligent voice dialog exchange method, it is characterised in that: described method includes:
Obtain the voice content of user speech request;
Obtain the key word in described voice content;
Carrying out mating, according to described key word, the semanteme drawn corresponding to key word in speech information pool, the data of described speech information pool storage include the semanteme corresponding to key word and key word;
Judge that described semanteme is completely semantic or imperfect semanteme;
If described semanteme is imperfect semanteme, inquiring the follow-up report content corresponding to imperfect semanteme from dialog database, in described dialog database, the data of storage include the follow-up report content corresponding to imperfect semanteme and imperfect semanteme;
Report described follow-up report content;
Obtain user's answering voice and performing to obtain the step of the key word in described voice content until the semanteme corresponding to described key word is complete semanteme described follow-up report content;
If described semanteme is complete semantic, inquiring about the service item corresponding to described complete semanteme according to described complete semanteme in dialog database, the data of described dialogue data library storage also include completely service item corresponding to semantic and complete semanteme;
Self-Service or manual service is performed according to described service item.
2. the method for claim 1, it is characterised in that: the method for building up of described speech information pool includes:
Obtain user recording;
Key word in recording and the semanteme corresponding to key word are set according to described user recording;And
Described key word is put in speech information pool with the semanteme corresponding to key word and preserves.
3. the method for claim 1, it is characterised in that: the method that described dialog database is set up includes:
The service item that each business is corresponding is set;
The semantic feature that the service item of each business is corresponding is set;
Follow-up report content corresponding to imperfect semanteme and imperfect semanteme is set, follow-up report content corresponding to imperfect semanteme and imperfect semanteme is saved in dialog database, the semantic feature wherein comprised in an imperfect semanteme is incomplete, and cannot position a service item;And
Service item completely corresponding to semantic and complete semanteme is set, the service item corresponding to completely semantic and complete semanteme is saved in dialog database.
4. an Intelligent voice dialog interactive device, it is characterized in that: described device includes acquisition module, matching module, judge module, enquiry module, report module, service module, described acquisition module, for obtaining the voice content of user speech request, is additionally operable to obtain the key word in described voice content;Described matching module for carrying out mating, according to described key word, the semanteme drawn corresponding to key word in speech information pool, and the data of described speech information pool storage include the semanteme corresponding to key word and key word;Described judge module is used for judging that described semanteme is completely semantic or imperfect semanteme;If described enquiry module is imperfect semanteme for described semanteme, inquiring the follow-up report content corresponding to imperfect semanteme from dialog database, in described dialog database, the data of storage include the follow-up report content corresponding to imperfect semanteme and imperfect semanteme;Described report module is used for reporting described follow-up report content;Described acquisition module is additionally operable to obtain user's voice starting of answering to described follow-up report content and performs step and obtain the key word in described voice content until the semanteme corresponding to key word is for complete semantic;If described enquiry module is additionally operable to described semanteme for complete semantic, inquiring about the service item corresponding to described complete semanteme in dialog database according to described complete semanteme, the data of described dialogue data library storage also include completely service item corresponding to semantic and complete semanteme;Described service module for performing Self-Service or manual service according to described service item.
5. device as claimed in claim 4, it is characterised in that: described device also includes speech information pool and sets up module, and described speech information pool is set up module and included acquisition module, arranges module, preserves module;Described acquisition module is used for obtaining user recording;Described module semanteme corresponding to the key word arranging in recording according to described user recording and key word is set;Described preservation module preserves for being put in speech information pool with the semanteme corresponding to key word by described key word.
6. device as claimed in claim 4, it is characterised in that: described device also includes dialog database and sets up module, and described dialog database is set up module and included arranging module, preserving module;Described the service item that module is corresponding for arranging each business is set, the semantic feature corresponding to the service item of each business is set;Described arranging the follow-up report content that module is additionally operable to arrange corresponding to imperfect semanteme and imperfect semanteme, the semantic feature wherein comprised in an imperfect semanteme is incomplete, and cannot position a service item;The described module that arranges is additionally operable to arrange completely service item corresponding to semantic and complete semanteme;Described preservation module, for being saved in dialog database by the described follow-up report content corresponding to described imperfect semanteme and imperfect semanteme, is additionally operable to be saved in dialog database the described service item corresponding to described complete semantic and complete semanteme.
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