CN106331392A - Control method and control device - Google Patents
Control method and control device Download PDFInfo
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- CN106331392A CN106331392A CN201610694426.0A CN201610694426A CN106331392A CN 106331392 A CN106331392 A CN 106331392A CN 201610694426 A CN201610694426 A CN 201610694426A CN 106331392 A CN106331392 A CN 106331392A
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- module
- key message
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
-
- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/26—Speech to text systems
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
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- Engineering & Computer Science (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Signal Processing (AREA)
- Computational Linguistics (AREA)
- Health & Medical Sciences (AREA)
- Audiology, Speech & Language Pathology (AREA)
- Human Computer Interaction (AREA)
- Physics & Mathematics (AREA)
- Acoustics & Sound (AREA)
- Multimedia (AREA)
- Telephonic Communication Services (AREA)
Abstract
The invention discloses a control method used for a customer service system. The control method comprises the steps of judging whether to put through a customer call; when the customer call is put through, playing predetermined audio used for guiding a customer to explain requirements so as to acquire voice input of the customer; recognizing the voice input to obtain a corresponding text; extracting key information of the text; judging whether to put through a customer service seat; and when the customer service seat is put through, controlling a screen corresponding to the customer service seat to display the key information. Thus, when the seat puts through the customer call through transfer, questions of the customer can be answered quickly, thereby improving the efficiency of the customer service system. The invention further discloses a control device used for the customer service system.
Description
Technical field
The present invention relates to speech recognition technology, particularly to control method and the control device of a kind of customer service system.
Background technology
For current client service center, client needs just to have an opportunity to connect after waiting for a long time after closing of the circuit
Customer service is attended a banquet.And after connecting client, customer service is attended a banquet to be needed just to will appreciate that user after a series of dialogue with client
Problem so that customer service is attended a banquet, and to service time of each client long, and efficiency is low.
Summary of the invention
Embodiments of the present invention are intended at least to solve one of technical problem present in prior art.To this end, the present invention
Embodiment need to provide the control method of a kind of customer service system and control device.
The present invention provides a kind of control method, is used for controlling customer service system, and control method comprises the following steps:
Judge whether to connect customer phone；
When connecting described customer phone, for guiding described client to illustrate, the predetermined audio of demand is described to obtain in broadcasting
The phonetic entry of client；
Identify that described phonetic entry is to obtain the text of correspondence；
Extract the key message of described text；
Judge whether that connecting customer service attends a banquet；
Connect described customer service attend a banquet time control described customer service attend a banquet correspondence screen show described key message.
The control method of embodiment of the present invention, can be identified as text according to the phonetic entry of caller client and extracts pass
Key information, shows key message when connection is attended a banquet in customer service.So, client can quickly be answered when forwarded user of attending a banquet is sent a telegram here
Problem, such that it is able to improve customer service system efficiency.
In some embodiments, the described phonetic entry of described identification is to obtain the step of the text of correspondence, including following
Sub-step:
Correct described phonetic entry；
Mate the described text corresponding to described phonetic entry.
In some embodiments, the step of the key message of the described text of described extraction, including following sub-step:
The identical word in relevant word feature storehouse searched in described text and preset；
Filter described identical word；
Described Text Feature Extraction after filtering described identical word is described key message.
The most also include: described key message is carried out classification process.
The most also include: store the caller ID of described client, described key message and air time.
The most also include: by caller ID and the air time phase of described key message and described client
Association, calls the described key message being associated with described client, and the institute that will be associated when described client sends a telegram here again
State key message show described customer service attend a banquet correspondence screen on.
The present invention also provides for a kind of control device, is used for controlling customer service system, controls device and includes:
First judge module, described first judge module is used for judging whether to connect customer phone；
Acquisition module, described acquisition module is used for guiding described client's explanation for playing when connecting described customer phone
The predetermined audio of demand is to obtain the phonetic entry of described client；
Identification module, described identification module is for identifying that described phonetic entry is to obtain the text of correspondence；
Extraction module, described extraction module is for extracting the key message of described text；
Second judge module, described second judge module is used for judging whether that connecting client attends a banquet；
Display module, described display module for connect described customer service attend a banquet time control described customer service attend a banquet correspondence screen
Curtain shows described key message.
The control device of embodiment of the present invention, can be identified as text according to the phonetic entry of caller client and extracts pass
Key information, shows key message when connection is attended a banquet in customer service.So, client can quickly be answered when forwarded user of attending a banquet is sent a telegram here
Problem, such that it is able to improve customer service system efficiency.
In some embodiments, described identification module includes:
Syndrome unit, described syndrome unit is used for correcting described phonetic entry；
Coupling subelement, described coupling subelement is for mating the text corresponding to described phonetic entry.
In some embodiments, described extraction module includes:
Searching subelement, described lookup subelement is for the relevant word feature storehouse phase searched in described text with preset
Same word；
Filter subelement, described in filter subelement for filtering described identical word；
Extracting subelement, the described extraction subelement described Text Feature Extraction after filtering described identical word is institute
State key message.
In some embodiments, described control device also includes sort module, and described sort module is for described pass
Key information carries out classification process.
In some embodiments, also to include that memory module, described memory module are used for storing described for described control device
The caller ID of client, described key message and air time.
In some embodiments, described control device also includes relating module, and described relating module is for by described pass
Key information was associated with caller ID and the air time of described client, called when described client sends a telegram here again and described client
The described key message being associated, and the described key message being associated is shown the screen of correspondence of attending a banquet in described customer service
On.
The additional aspect of embodiment of the present invention and advantage will part be given in the following description, and part is by from following
Description becomes obvious, or recognized by the practice of the present invention.
Accompanying drawing explanation
Above-mentioned and/or the additional aspect of embodiments of the present invention and advantage are from combining accompanying drawings below to embodiment
Description will be apparent from easy to understand, wherein:
Fig. 1 is the schematic flow sheet of the control method of embodiment of the present invention.
Fig. 2 is the high-level schematic functional block diagram controlling device of embodiment of the present invention.
Fig. 3 is that the identification phonetic entry in the control method of embodiment of the present invention is to obtain the step stream of the text of correspondence
Journey schematic diagram.
Fig. 4 is the high-level schematic functional block diagram of the identification module controlled in device of embodiment of the present invention.
Fig. 5 is the steps flow chart schematic diagram of the key message extracting text in the control method of embodiment of the present invention.
Fig. 6 is the high-level schematic functional block diagram of the extraction module controlled in device of embodiment of the present invention.
Fig. 7 is another high-level schematic functional block diagram controlling device of embodiment of the present invention.
Fig. 8 is the another high-level schematic functional block diagram controlling device of embodiment of the present invention.
Fig. 9 is the another high-level schematic functional block diagram controlling device of embodiment of the present invention.
Detailed description of the invention
Embodiments of the present invention are described below in detail, and the example of embodiment is shown in the drawings, the most identical or class
As label represent same or similar element from start to finish or there is the element of same or like function.Below with reference to attached
The embodiment that figure describes is exemplary, is only used for explaining embodiments of the present invention, and it is not intended that to the present invention's
The restriction of embodiment.
Referring to Fig. 1, embodiment of the present invention provides a kind of control method, can be used for customer service system.Control method includes
Following steps:
S01, it may be judged whether connect customer phone；
S02, plays when connecting customer phone for guiding client that the predetermined audio language with acquisition client of demand is described
Sound inputs；
S03, identifies that phonetic entry is to obtain the text of correspondence；
S04, extracts the key message of text；
S05, it may be judged whether connect customer service and attend a banquet；
S06, controls the screen display key message that customer service is attended a banquet corresponding when connecting customer service and attending a banquet.
Seeing also Fig. 2, the control method of embodiment of the present invention can be by the control device of embodiment of the present invention
10 realize.Control device 10 to can be used for controlling customer service system.Control device 10 include the first judge module 11, acquisition module 12,
Identification module 13, extraction module the 14, second judge module 15 and display module 16.Step S01 can be by the first judge module 11
Realizing, step S02 can be realized by acquisition module 12, and step S03 can be realized by identification module 13, and step S04 can be by carrying
Delivery block 14 realizes, and step S05 can be realized by the second judge module 15, and step S06 can be realized by display module 16.
It is to say, the first judge module 11 is used for judging whether to connect customer phone.Acquisition module 12 is for connecting
Play during customer phone for guiding client that the predetermined audio phonetic entry with acquisition client of demand is described.Identification module 13 is used
In identifying that phonetic entry is to obtain the text of correspondence；Extraction module 14 is for extracting the key message of text.Second judge module
15 are used for judging whether that connecting client attends a banquet.Display module 16 is attended a banquet correspondence for controlling customer service when connecting described customer service and attending a banquet
Screen display key message.
Control method and the control device 10 of embodiment of the present invention can identify written according to the phonetic entry of caller client
This, show key message when connection is attended a banquet in customer service.So, asking of client can quickly be answered when forwarded user of attending a banquet is sent a telegram here
Topic, such that it is able to improve customer service system efficiency.
In some embodiments, the first judge module 11 can by customer service system control port level judge be
No have customer phone to send a telegram here.Such as, when customer phone is sent a telegram here, control port produce high level to notify customer service system, and
Customer service system can be with turn on automatically customer phone.
In some embodiments, when connecting customer phone, acquisition module 12 can be play for guiding client to illustrate
The predetermined audio of demand.Such as, acquisition module 12 can play " you are good, may I ask what problem you have ", answers system by client
System problem it is known that client want consulting problem.Such as, when client answers " my air-conditioning is broken ", and identification module 13 is permissible
The phonetic entry of identification client is to obtain the text of correspondence, such that it is able to quickly know that client is intended to apply for that air-conditioning reports for repairment.Meanwhile,
In this example, can be by " air-conditioning ", " being broken " is extracted as key message.
Refer to Fig. 3, in some embodiments, identify that phonetic entry includes following with the step obtaining the text of correspondence
Sub-step:
S11, corrects phonetic entry；
S12, coupling text corresponding to phonetic entry.
Seeing also Fig. 4, the identification phonetic entry of embodiment of the present invention is permissible with the step obtaining the text of correspondence
Realized by the identification module 13 of embodiment of the present invention.Identification module 13 includes syndrome unit 132 and coupling subelement 134.
Step S11 is realized by syndrome unit 132.Step S12 is realized by mating subelement 134.It is to say, syndrome unit 132
For correcting phonetic entry.Coupling subelement 134 is for mating the text corresponding to phonetic entry.
In some embodiments, phonetic entry can be corrected by syndrome unit 132.Such as, when the language of client
When sound input is with the heaviest the local dialect, syndrome unit 132 can automatically identify the local dialect, and can will recognize
The voice with the local dialect be corrected to mandarin or other language of standard.So, can be made by voice correction
Gamete unit 124 can mate the text corresponding to phonetic entry quickly and accurately, such that it is able to reduce the error rate of text.
Refer to Fig. 5, in embodiments of the present invention, extract the step of key message of text and include following sub-step:
S21, searches the word identical with the relevant word feature storehouse preset in the text；
S22, filters identical word；
S23, the Text Feature Extraction after filtering identical word is key message.
Seeing also Fig. 6, the step of the key message extracting text of embodiment of the present invention can be real by the present invention
The extraction module 14 executing mode realizes.Extraction module 14 includes searching subelement 142, filtering subelement 144 and extract subelement
146.Step S21 can be realized by searching subelement 142.Step S22 can be realized by filtering subelement 144.Step S23 is permissible
Realized by extracting subelement 146.It is to say, search the relevant word that subelement 142 may be used for searching in the text with presetting
The word that language feature database is identical.Filter subelement 144 to may be used for filtering identical word.Extract subelement 146 may be used for
Text Feature Extraction after filtering identical word is key message.
Specifically, the relevant word feature storehouse preset can include the type about household electrical appliance, reports project for repairment and replace
The words such as goods.Filter subelement 144 and can filter identical word, such as, when the word of three appearance " air-conditioning ", filter son
Unit 144 can filter the word of two " air-conditionings ", and the word of remaining " air-conditioning " is extracted as key message.
So, text is carried out the extraction of key message, it is possible to reduce the memory space of system, facilitate customer service to attend a banquet simultaneously
The problem quickly understanding client.
In some embodiments, refer to Fig. 7, control device 10 and also include that sort module 17, sort module 17 are used for
Key message is carried out classification process.
Specifically, the key message of same type can be classified as same class by sort module 17.Such as, relevant air-conditioning reports for repairment
Key message be classified as same class.So, can be with the problem of Rapid matching user by key message being carried out classification, at minimizing
The time of reason device search, improve the efficiency that customer service is attended a banquet.
In some embodiments, refer to Fig. 8, control device 10 and also include that memory module 18, memory module 18 are used for
The storage caller ID of client, key message and air time.
So, by the storage caller ID of client, key message can be as backup using the air time, client's next time
Again can quickly understand customer demand and correlation circumstance during incoming call.
In some embodiments, please join Fig. 9, control device 10 and also include relating module 19, relating module 19 is used for will
Key message was associated with caller ID and the air time of client, called the key that client is associated when client sends a telegram here again
Information, and the key message being associated is shown customer service attend a banquet correspondence screen on.
So, the data of this client can be directly invoked when client sends a telegram here again, can preferentially show relevant to this client
The key message of connection, such that it is able to reduce the amount of calculation of customer service system, improves efficiency.
It addition, customer service is attended a banquet can carry out priority treatment customer issue according to client's air time and talk times.Such as, when
The number of times that same client sent a telegram here within a week is more than more than three times, and the client staff that can notify to be correlated with that attends a banquet is excellent
First process this customer issue.
In the description of this specification, reference term " embodiment ", " some embodiments ", " schematically implement
Mode ", " example ", the description of " concrete example " or " some examples " etc. mean to combine described embodiment or example describes tool
Body characteristics, structure, material or feature are contained at least one embodiment or the example of the present invention.In this manual,
The schematic representation of above-mentioned term is not necessarily referring to identical embodiment or example.And, the specific features of description, knot
Structure, material or feature can combine in any one or more embodiments or example in an appropriate manner.
In flow chart or at this, any process described otherwise above or method description are construed as, and expression includes
One or more is for realizing the module of code, fragment or the portion of the executable instruction of the step of specific logical function or process
Point, and the scope of the preferred embodiment of the present invention includes other realization, wherein can not by shown or discuss suitable
Sequence, including according to involved function by basic mode simultaneously or in the opposite order, performs function, and this should be by the present invention
Embodiment person of ordinary skill in the field understood.
Represent in flow charts or the logic described otherwise above at this and/or step, for example, it is possible to be considered as to use
In the sequencing list of the executable instruction realizing logic function, may be embodied in any computer-readable medium, for
Instruction execution system, device or equipment (system such as computer based system, including processor or other can hold from instruction
Row system, device or equipment instruction fetch also perform the system instructed) use, or combine these instruction execution systems, device or set
Standby and use.For the purpose of this specification, " computer-readable medium " can be any can to comprise, store, communicate, propagate or pass
Defeated program is for instruction execution system, device or equipment or combines these instruction execution systems, device or equipment and the dress that uses
Put.The more specifically example (non-exhaustive list) of computer-readable medium includes following: have the electricity of one or more wiring
Connecting portion (electronic installation), portable computer diskette box (magnetic device), random access memory (RAM), read only memory
(ROM), erasable read only memory (EPROM or flash memory), the fiber device edited, and portable optic disk is read-only deposits
Reservoir (CDROM).It addition, computer-readable medium can even is that and can print the paper of described program thereon or other are suitable
Medium, because then can carry out editing, interpreting or if desired with it such as by paper or other media are carried out optical scanning
His suitable method is processed to electronically obtain described program, is then stored in computer storage.
Should be appreciated that each several part of embodiments of the present invention can use hardware, software, firmware or combinations thereof to come in fact
Existing.In the above-described embodiment, multiple steps or method can be with storing in memory and by suitable instruction execution system
The software or the firmware that perform realize.Such as, if realized with hardware, with the most the same, available ability
Any one or their combination in following technology known to territory realize: have for data signal is realized logic function
The discrete logic of logic gates, has the special IC of suitable combination logic gate circuit, programmable gate array
(PGA), field programmable gate array (FPGA) etc..
Those skilled in the art are appreciated that and realize all or part of step that above-described embodiment method is carried
Suddenly the program that can be by completes to instruct relevant hardware, and described program can be stored in a kind of computer-readable storage medium
In matter, this program upon execution, including one or a combination set of the step of embodiment of the method.
Additionally, each functional unit in various embodiments of the present invention can integrated in a processor, it is also possible to
It is that unit is individually physically present, it is also possible to two or more unit are integrated in a module.Above-mentioned integrated mould
Block both can realize to use the form of hardware, it would however also be possible to employ the form of software function module realizes.Described integrated module is such as
When fruit is using the form realization of software function module and as independent production marketing or use, it is also possible to be stored in a computer
In read/write memory medium.
Storage medium mentioned above can be read only memory, disk or CD etc..
Although above it has been shown and described that embodiments of the invention, it is to be understood that above-described embodiment is example
Property, it is impossible to being interpreted as limitation of the present invention, those of ordinary skill in the art within the scope of the invention can be to above-mentioned
Embodiment is changed, revises, replaces and modification.
Claims (12)
1. a control method, is used for controlling customer service system, it is characterised in that described control method comprises the following steps:
Judge whether to connect customer phone；
When connecting described customer phone, for guiding described client to illustrate, the predetermined audio of demand is to obtain described client in broadcasting
Phonetic entry；
Identify that described phonetic entry is to obtain the text of correspondence；
Extract the key message of described text；
Judge whether that connecting customer service attends a banquet；
Connect described customer service attend a banquet time control described customer service attend a banquet correspondence screen show described key message.
2. control method as claimed in claim 1, it is characterised in that the described phonetic entry of described identification is to obtain the literary composition of correspondence
This step, including following sub-step:
Correct described phonetic entry；
Mate the described text corresponding to described phonetic entry.
3. control method as claimed in claim 1, it is characterised in that the step of the key message of the described text of described extraction,
Including following sub-step:
The identical word in relevant word feature storehouse searched in described text and preset；
Filter described identical word；
Described Text Feature Extraction after filtering described identical word is described key message.
4. control method as claimed in claim 1, it is characterised in that also include: described key message is carried out classification process.
5. control method as claimed in claim 1, it is characterised in that also include: store the caller ID of described client, described
Key message and air time.
6. control method as claimed in claim 1, it is characterised in that also include: by described key message with described client's
Caller ID and air time are associated, and call the described crucial letter being associated with described client when described client sends a telegram here again
Breath, and the described key message being associated show attend a banquet on corresponding screen in described customer service.
7. control a device, be used for controlling customer service system, it is characterised in that including:
First judge module, described first judge module is used for judging whether to connect customer phone；
Acquisition module, described acquisition module is used for guiding described client that demand is described for playing when connecting described customer phone
Predetermined audio with obtain described client phonetic entry；
Identification module, described identification module is for identifying that described phonetic entry is to obtain the text of correspondence；
Extraction module, described extraction module is for extracting the key message of described text；
Second judge module, described second judge module is used for judging whether that connecting client attends a banquet；
Display module, described display module for connect described customer service attend a banquet time control described customer service attend a banquet correspondence screen show
Show described key message.
Control device the most as claimed in claim 7, it is characterised in that described identification module includes:
Syndrome unit, described syndrome unit is used for correcting described phonetic entry；
Coupling subelement, described coupling subelement is for mating the text corresponding to described phonetic entry.
Control device the most as claimed in claim 7, it is characterised in that described extraction module includes:
Searching subelement, described lookup subelement is identical for the relevant word feature storehouse searched in described text with preset
Word；
Filter subelement, described in filter subelement for filtering described identical word；
Extracting subelement, the described extraction subelement described Text Feature Extraction after filtering described identical word is described pass
Key information.
Control device the most as claimed in claim 7, it is characterised in that described control device also includes sort module, described point
Generic module is for carrying out classification process to described key message.
11. control device as claimed in claim 7, it is characterised in that described control device also includes memory module, described in deposit
Storage module is for storing the caller ID of described client, described key message and air time.
12. control device as claimed in claim 7, it is characterised in that described control device also includes relating module, described pass
Gang mould block, for being associated with caller ID and the air time of described client by described key message, comes again described client
Call, during electricity, the described key message being associated with described client, and the described key message being associated is shown described visitor
Clothes are attended a banquet on corresponding screen.
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| CN201610694426.0A CN106331392A (en) | 2016-08-19 | 2016-08-19 | Control method and control device |
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| CN201610694426.0A CN106331392A (en) | 2016-08-19 | 2016-08-19 | Control method and control device |
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| WO2019128550A1 (en) * | 2017-12-31 | 2019-07-04 | Midea Group Co., Ltd. | Method and system for controlling home assistant devices |
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Application publication date: 20170111 |