CN106331393A - Control method and control device - Google Patents
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- CN106331393A CN106331393A CN201610695146.1A CN201610695146A CN106331393A CN 106331393 A CN106331393 A CN 106331393A CN 201610695146 A CN201610695146 A CN 201610695146A CN 106331393 A CN106331393 A CN 106331393A
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- 238000000034 method Methods 0.000 title claims abstract description 40
- 235000021167 banquet Nutrition 0.000 claims description 23
- 238000000605 extraction Methods 0.000 claims description 23
- 238000001914 filtration Methods 0.000 claims description 11
- 239000000284 extract Substances 0.000 claims description 10
- 208000011580 syndromic disease Diseases 0.000 claims description 8
- 238000004458 analytical method Methods 0.000 claims description 3
- 230000013011 mating Effects 0.000 claims description 3
- 239000000203 mixture Substances 0.000 claims description 2
- 239000000047 product Substances 0.000 description 13
- 238000010586 diagram Methods 0.000 description 11
- 238000004378 air conditioning Methods 0.000 description 10
- 230000006870 function Effects 0.000 description 8
- 230000008878 coupling Effects 0.000 description 4
- 238000010168 coupling process Methods 0.000 description 4
- 238000005859 coupling reaction Methods 0.000 description 4
- 238000005516 engineering process Methods 0.000 description 3
- 230000008901 benefit Effects 0.000 description 2
- 239000006227 byproduct Substances 0.000 description 2
- 230000006854 communication Effects 0.000 description 2
- 239000000463 material Substances 0.000 description 2
- 230000008569 process Effects 0.000 description 2
- 241001672694 Citrus reticulata Species 0.000 description 1
- 238000004891 communication Methods 0.000 description 1
- 235000013399 edible fruits Nutrition 0.000 description 1
- 230000005611 electricity Effects 0.000 description 1
- 239000000835 fiber Substances 0.000 description 1
- 239000012634 fragment Substances 0.000 description 1
- 238000009434 installation Methods 0.000 description 1
- 238000004519 manufacturing process Methods 0.000 description 1
- 230000004048 modification Effects 0.000 description 1
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- 210000003733 optic disk Anatomy 0.000 description 1
- 230000003287 optical effect Effects 0.000 description 1
- 238000012163 sequencing technique Methods 0.000 description 1
Classifications
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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
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; 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
- H04M3/5183—Call or contact centers with computer-telephony arrangements
- H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/35—Aspects of automatic or semi-automatic exchanges related to information services provided via a voice call
- H04M2203/357—Autocues for dialog assistance
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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)
- Information Retrieval, Db Structures And Fs Structures Therefor (AREA)
Abstract
The invention discloses a control method for a customer service system. The control method includes the following steps that: the voice input of a customer is acquired; the voice input is recognized, so that a corresponding text can be generated; the key information of the text is extracted; and the key information is automatically matched, so that a hot spot link can be generated and displayed. According to the control method, the voice input of the customer is acquired; the voice input is recognized, so that the corresponding text can be generated; the key information is extracted; and the hot spot link can be generated and displayed. With the control method adopted, a customer service agent can quickly search information in the hot spot link so as to query answers to the questions of the customer, and therefore, the problems of the customer can be quickly solved, and efficiency and the experience of the customer can be enhanced. The invention also discloses a control device for a 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
In the customer service system of correlation technique, during client attends a banquet and communicates with client, when client seeks advice from relevant asking
During topic, customer service seat needs to be manually entered customer issue and makes a look up, but, such complex operation, inefficiency, it is difficult to and
Time feedback client's answer, customer experience degree is poor.
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:
Obtain the phonetic entry of client；
Identify that described phonetic entry is to generate corresponding text；
Extract the key message of described text；
Key message described in Auto-matching is to generate and display focus link.
The control method of embodiment of the present invention is identified as corresponding text by obtaining the phonetic entry of client, and extracts
Key message is to generate and display focus link.So, customer service is attended a banquet can be quickly through the information in focus link, inquiry visitor
The answer of family problem, such that it is able to quickly solve customer issue, and then improves efficiency and customer experience degree.
In some embodiments, the step of the described phonetic entry obtaining client, including following sub-step:
Judge whether to connect the phone of described client；
When connecting the phone of described client, for guiding described client to illustrate, the predetermined audio of demand is to obtain institute in broadcasting
State the described phonetic entry of client；
In some embodiments, the described phonetic entry of described identification is to generate the step of corresponding text, 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.
In some embodiments, key message described in described Auto-matching is to generate and to show the step that described focus links
Suddenly, including following sub-step:
Utilize the data base that the search of described key message is preset to mate the information relevant to described key message；
The link of described information is associated with described key message generate described focus link；
The link display of described focus is attended a banquet on corresponding screen in customer service.
In some embodiments, control method further comprises the steps of: storage described focus link.
In some embodiments, control method further comprises the steps of: the info web analyzing the link of described focus, and right
Described info web carries out the setting of priority height；When described focus link clicked time, according to priority height arrange aobvious
Show the order of described info web.
Embodiment of the present invention also provides for a kind of control device, for customer service system, controls device and includes:
Acquisition module, described acquisition module is for obtaining the phonetic entry of client；
Identification module, described identification module is for identifying that described phonetic entry is to generate corresponding text；
Extraction module, described extraction module is for extracting the key message of described text；
Matching module, described matching module links to generate focus for key message described in Auto-matching.
Display module, described display module is used for showing that described focus links.
The device that controls of embodiment of the present invention is identified as corresponding text by obtaining the phonetic entry of client, and extracts
Key message is to generate and display focus link.So, customer service is attended a banquet can be quickly through the information in focus link, inquiry visitor
The answer of family problem, such that it is able to quickly solve customer issue, and then improves efficiency and customer experience degree.
In some embodiments, described acquisition module includes:
Judging submodule, described judgement submodule is for judging whether to connect the phone of described client；
Obtaining submodule, described acquisition submodule is used for guiding described visitor for playing when connecting the phone of described client
The predetermined audio of family explanation demand is to obtain the described phonetic entry of described client.
In some embodiments, described identification module includes:
Syndrome module, described syndrome module is used for correcting described phonetic entry；
Matched sub-block, described matched sub-block is for mating the described text corresponding to described phonetic entry.
In some embodiments, described extraction module includes:
Searching submodule, described lookup submodule is for the relevant word feature storehouse phase searched in described text with preset
Same word；
Filter submodule, described in filter submodule for filtering described identical word；
Extracting submodule, the described extraction submodule described Text Feature Extraction after filtering described identical word is institute
State key message.
In some embodiments, described matching module includes:
Search submodule, described search submodule for utilize described key message search preset data base with coupling with
The information that described key message is relevant；
Association submodule, described association submodule is for being associated the link of described information with life with described key message
Described focus is become to link；
Display module is for attending a banquet the link display of described focus corresponding screen in customer service.
In some embodiments, described control device includes that memory module, described memory module are used for storing described heat
Point link.
In some embodiments, described control device includes analyzing module, and described analysis module is used for analyzing described heat
The info web of some link, and described info web is carried out the setting of priority height；When the link of described focus is clicked
Time, described display module arranges, for according to priority height, the order showing described info web.
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 the schematic flow sheet of the step of the phonetic entry obtaining client of the control method of embodiment of the present invention.
Fig. 4 is the high-level schematic functional block diagram of the acquisition module controlling device of embodiment of the present invention.
Fig. 5 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. 6 is the high-level schematic functional block diagram of the identification module controlled in device of embodiment of the present invention.
Fig. 7 is the steps flow chart schematic diagram of the key message extracting text in the control method of embodiment of the present invention.
Fig. 8 is the high-level schematic functional block diagram of the extraction module controlled in device of embodiment of the present invention.
Fig. 9 is that key message described in the Auto-matching in the control method of embodiment of the present invention is to generate and display focus
The steps flow chart schematic diagram of link.
Figure 10 is the high-level schematic functional block diagram of the matching module controlled in device of embodiment of the present invention.
Figure 11 is another high-level schematic functional block diagram controlling device of embodiment of the present invention.
Figure 12 is another steps flow chart schematic diagram of the control method of embodiment of the present invention.
Figure 13 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, obtains the phonetic entry of client；
S02, identifies that phonetic entry is to generate corresponding text；
S03, extracts the key message of text；
S04, key message described in Auto-matching is to generate and display focus link.
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 to include acquisition module 11, identification module 12, extract
Module 13, matching module 14 and display module 15.Step S01 can be realized by acquisition module 11, and step S02 can be by identifying mould
Block 12 realizes, and step S03 can be realized by extraction module 13, and step S04 can be realized by matching module 14 and display module 15.
It is to say, acquisition module 11 is for obtaining the phonetic entry of client.Identification module 12 is used for identifying phonetic entry
To generate corresponding text.Extraction module 13 is for extracting the key message of text.Matching module 14 is crucial for Auto-matching
Information is to generate focus link, and display module 15 is used for showing that focus links.
It is right that the control method of embodiments of the present invention and control device 10 are identified as by the phonetic entry of acquisition client
Answer text, and extract key message to generate and display focus link.So, customer service is attended a banquet and can be linked quickly through focus
In information, inquiry customer issue answer, such that it is able to quickly solve customer issue, and then improve efficiency and customer experience
Degree.
Refer to Fig. 3, in some embodiments, obtain the step of phonetic entry of client and include following sub-step:
S11, it may be judged whether connect the phone of client；
S12, when connecting the phone of client, for guiding client to illustrate, the predetermined audio of demand is to obtain client's in broadcasting
Phonetic entry.
Seeing also Fig. 4, the step of the phonetic entry obtaining client of embodiment of the present invention can be real by the present invention
The acquisition module 11 executing mode realizes.Acquisition module 11 includes judging submodule 112 and obtaining submodule 114.Step S11 is permissible
By judging that submodule 112 realizes, step S12 can be realized by obtaining submodule 114.That is, it is judged that submodule 112 is used for
Judge whether to connect customer phone.Obtain submodule 114 to be used for guiding client to illustrate to need for playing when connecting customer phone
The predetermined audio asked is to obtain the phonetic entry of client.
In some embodiments, it is judged that submodule 112 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, obtain submodule 114 and can play for guiding client to illustrate
The predetermined audio of demand.Such as, acquisition module 11 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 12 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.
Further, phonetic entry can also be the phonetic entry that client attends a banquet in communication process with customer service, such as, when
Customer service is attended a banquet connection customer phone, further inquiry client required solve problem time, customer service is attended a banquet can specific inquiry client
Phone number and address, the phone number and address of client can be identified as the text of correspondence and by phone number by identification module 12
Code and address are set to the focus of correspondence.So, customer service can be helped to attend a banquet by focuses such as the phone number and address of client
Quickly position concrete client, and the data base of hot information with customer service backstage is connected.
It addition, during client attends a banquet communication with customer service, conversation content can be identified as literary composition by speech recognition
This, according to Text Feature Extraction key message.For example, it is possible to using product type as hot information, attend a banquet when customer service and inquire that client produces
Product model, when to answer product type be " KFR-71Q/Y " to client, speech recognition then can be asked text by customer service system, and
Automatically product type is denoted as focus, and can be by product type is linked to product information.When customer service is attended a banquet click
The details of this product just can be shown, a series of relevant informations such as the Time To Market of such as product, performance parameter during focus.
Furthermore, it is possible to according to the record of customer service data base, list the FAQs corresponding to this product type and solution, so,
Customer service can be facilitated to attend a banquet the problem solving in time client.
Refer to Fig. 5, in some embodiments, identify that phonetic entry includes following with the step generating corresponding text
Sub-step:
S21, corrects phonetic entry；
S22, coupling text corresponding to phonetic entry.
Seeing also Fig. 6, the identification phonetic entry of embodiment of the present invention is permissible with the step generating corresponding text
Realized by identification module 12.Identification module 12 includes syndrome module 122 and matched sub-block 124.Step S21 can be by correcting
Submodule 122 realizes, and step S22 can be realized by matched sub-block 124.It is to say, syndrome module 122 is used for correcting language
Sound inputs.Matched sub-block 124 is for mating the text corresponding to phonetic entry.
In some embodiments, phonetic entry can be corrected by syndrome module 122.Such as, when the language of client
When sound input is with the heaviest the local dialect, syndrome module 122 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
Sub module 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. 7, in some embodiments, extract the step of key message of text and include following sub-step:
S31, searches the word identical with the relevant word feature storehouse preset in the text；
S32, filters identical word；
S33, the Text Feature Extraction after filtering identical word is key message.
Seeing also Fig. 8, the step of the key message extracting text of embodiment of the present invention can be by extraction module
13 realize.Extraction module 13 includes searching submodule 132, filtering submodule 134 and extract submodule 136.Step S31 can be by
Search submodule 132 to realize.Step S32 can be realized by filtering submodule 134.Step S33 can be real by extracting submodule 136
Existing.It is to say, search submodule 132 for searching the word identical with default relevant word feature storehouse in the text.Filter
Except submodule 134 is for filtering identical word.Extracting the submodule 136 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, such as, feature database includes the type of " air-conditioning " such household electrical appliance.Filter submodule 134 and can filter identical
Word, such as, when three times occur " air-conditioning " word time, search submodule 132 can find " air-conditioning " in feature database,
Filter submodule 134 and can filter the word of two " air-conditionings ", 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 answering client.
Referring to Fig. 9, in some embodiments, Auto-matching key message is to generate and the step of display focus link
Including following sub-step:
S41, utilizes the data base that key message search is preset to mate the information relevant to key message；
S42, is associated the link of information to generate focus and links with key message；
S43, attends a banquet focus link display on corresponding screen in customer service.
Seeing also Figure 10, the Auto-matching key message of embodiment of the present invention is to generate and to show focus link
Step can be realized by matching module 14 and display module 15.Matching module 14 includes searching for submodule 142 and association submodule
144.Step S41 can be realized by search submodule 142.Step S42 can be realized by association submodule 144.Step S43 is permissible
Realized by display module 15.It is to say, the data base that search submodule 142 is preset for utilizing key message search is with coupling
The information relevant to key message.Association submodule 144 is for being associated to generate focus with key message by the link of information
Link.Display module 15 is for attending a banquet focus link display corresponding screen in customer service.
So, search knowledge point by key message and link to generate focus, the problem that client can be accurately positioned, quickly
Find the answer of customer issue, such that it is able to reduce the search time that customer service is attended a banquet, improve the efficiency that customer service is attended a banquet.
Specifically, the data base preset includes that the type about household electrical appliance, product type and user profile etc. are a series of
The relevant information illustrated and operate.Such as, when key message coupling occur is " product type KFR-71Q/Y ", search
Module 142 then starts search pattern search data base, and it is corresponding that association submodule 144 then obtains " product type KFR-71Q/Y "
The link of information associating with key message link generating focus, customer service attend a banquet then can quickly from screen acquisition and
The focus link of " product type KFR-71Q/Y " relevant information, and the data base on customer service system backstage it is linked to by focus,
Quick search Hot Contents, such as, can search the parameter of product by product type.It is possible to further retouched by problem
The key message stated, such as, " air-conditioning does not freezes ", search submodule 142 starts to search for the solution of " air-conditioning does not freezes " relevant issues
Certainly way.
In some embodiments, refer to Figure 11, control device 10 and also include that memory module 16, memory module 16 are used for
Storage focus link.
So, when customer service system extracts identical key message again, identical key message can be directly invoked and generated
Focus link, such that it is able to improve the work efficiency attended a banquet of client.
In some embodiments, referring to Figure 12, control method further comprises the steps of:
S51, analyzes the info web of focus link, and info web carries out the setting of priority height；
S52, when focus link is clicked, the according to priority order that display info web is set of height.
In some embodiments, see also Figure 13, the control method further step of embodiment of the present invention
Can be realized by analysis module 17 and display module 15.Specifically, control device 10 also to include analyzing module 17.Step S51 is permissible
Realized by analyzing module 17.Step S52 can be realized by display module 15.It is used for analyzing focus it is to say, analyze module 17
The info web of link, and info web is carried out the setting of priority height.When focus link is clicked, display module
15 orders that display info web is set being used for according to priority height.
So, can be ranked up the info web of focus link, the information making priority higher shows front, thinks visitor
Take the information that seat provides client to be relatively concerned about.
Such as, setting of priority height can be carried out by the info web click volume in focus being linked in the time period
Putting, the info web that click volume is more, priority arranges higher, and display is in position earlier above；The less info web of click volume,
Priority arranges relatively low, display position after relatively.Time period such as may be configured as in 24 hours, or in 72 hours or in one week
Deng the time period.
It is pointed out that the setting of priority height also can be arranged according to other practical situation.
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 (14)
1. a control method, for customer service system, it is characterised in that comprise the following steps:
Obtain the phonetic entry of client；
Identify that described phonetic entry is to generate corresponding text；
Extract the key message of described text；
Key message described in Auto-matching is to generate and display focus link.
2. control method as claimed in claim 1, it is characterised in that the step of the phonetic entry of described acquisition client, including
Following sub-step:
Judge whether to connect the phone of described client；
When connecting the phone of described client, for guiding described client to illustrate, the predetermined audio of demand is to obtain described visitor in broadcasting
The described phonetic entry at family.
3. control method as claimed in claim 1, it is characterised in that the described phonetic entry of described identification is to generate corresponding literary composition
This step, including following sub-step:
Correct described phonetic entry；
Mate the described text corresponding to described phonetic entry.
4. 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.
5. control method as claimed in claim 1, it is characterised in that key message described in described Auto-matching is to generate and aobvious
Show the step that described focus links, including following sub-step:
Utilize the data base that the search of described key message is preset to mate the information relevant to described key message；
The link of described information is associated with described key message generate described focus link；
The link display of described focus is attended a banquet on corresponding screen in customer service.
6. control method as claimed in claim 1, it is characterised in that further comprise the steps of: storage described focus link.
7. control method as claimed in claim 1, it is characterised in that further comprise the steps of: the webpage analyzing the link of described focus
Information, and described info web is carried out the setting of priority height；
When described focus link clicked time, according to priority height the order showing described info web is set.
8. control a device, for customer service system, it is characterised in that including:
Acquisition module, described acquisition module is for obtaining the phonetic entry of client；
Identification module, described identification module is for identifying that described phonetic entry is to generate corresponding text；
Extraction module, described extraction module is for extracting the key message of described text；
Matching module, described matching module links to generate focus for key message described in Auto-matching；
Display module, described display module is used for showing that described focus links.
Control device the most as claimed in claim 8, it is characterised in that described acquisition module includes:
Judging submodule, described judgement submodule is for judging whether to connect the phone of described client；
Obtaining submodule, described acquisition submodule is used for guiding described client to say for playing when connecting the phone of described client
The predetermined audio of bright demand is to obtain the described phonetic entry of described client.
Control device the most as claimed in claim 8, it is characterised in that described identification module includes:
Syndrome module, described syndrome module is used for correcting described phonetic entry；
Matched sub-block, described matched sub-block is for mating the described text corresponding to described phonetic entry.
11. control device as claimed in claim 8, it is characterised in that described extraction module includes:
Searching submodule, described lookup submodule is identical for the relevant word feature storehouse searched in described text with preset
Word；
Filter submodule, described in filter submodule for filtering described identical word；
Extracting submodule, the described extraction submodule described Text Feature Extraction after filtering described identical word is described pass
Key information.
12. control device as claimed in claim 8, it is characterised in that described matching module includes:
Search submodule, the data base that described search submodule is preset for utilizing the search of described key message is to mate with described
The information that key message is relevant；
Association submodule, described association submodule is for being associated to generate institute with described key message by the link of described information
State focus link；
Described display module is for attending a banquet the link display of described focus corresponding screen in customer service.
13. control device as claimed in claim 8, it is characterised in that described control device includes memory module, described storage
Module is used for storing the link of described focus.
14. control device as claimed in claim 8, it is characterised in that described control device includes:
Analyzing module, described analysis module is for analyzing the info web of described focus link, and enters described info web
The setting of row major level height；
When the link of described focus is clicked, described display module shows described info web for arranging of according to priority height
Order.
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| CN201610695146.1A CN106331393A (en) | 2016-08-19 | 2016-08-19 | Control method and control device |
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| CN201610695146.1A CN106331393A (en) | 2016-08-19 | 2016-08-19 | Control method and control device |
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| CN108259686A (en) * | 2017-12-28 | 2018-07-06 | 合肥凯捷技术有限公司 | A kind of customer service system based on speech analysis |
| CN109327631A (en) * | 2018-10-24 | 2019-02-12 | 深圳市万屏时代科技有限公司 | A kind of artificial customer service system of intelligence |
| CN110992956A (en) * | 2019-11-11 | 2020-04-10 | 上海市研发公共服务平台管理中心 | Information processing method, device, equipment and storage medium for voice conversion |
| CN113380240A (en) * | 2021-05-07 | 2021-09-10 | 荣耀终端有限公司 | Voice interaction method and electronic equipment |
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