CN107302639A - A kind of method for initiating queuing customer service self-assisted voice interaction - Google Patents
A kind of method for initiating queuing customer service self-assisted voice interaction Download PDFInfo
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- CN107302639A CN107302639A CN201710355214.4A CN201710355214A CN107302639A CN 107302639 A CN107302639 A CN 107302639A CN 201710355214 A CN201710355214 A CN 201710355214A CN 107302639 A CN107302639 A CN 107302639A
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- 238000000034 method Methods 0.000 title claims abstract description 19
- 230000000977 initiatory effect Effects 0.000 title claims abstract description 13
- 230000003993 interaction Effects 0.000 title claims abstract description 12
- 230000001755 vocal effect Effects 0.000 claims abstract description 15
- 238000001514 detection method Methods 0.000 claims description 3
- 230000005611 electricity Effects 0.000 claims 1
- 238000004891 communication Methods 0.000 abstract description 2
- 238000013461 design Methods 0.000 description 2
- 238000005516 engineering process Methods 0.000 description 2
- 238000012545 processing Methods 0.000 description 2
- 230000009286 beneficial effect Effects 0.000 description 1
- 238000002474 experimental method Methods 0.000 description 1
- 238000012986 modification Methods 0.000 description 1
- 230000004048 modification Effects 0.000 description 1
Classifications
-
- 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
- H04M3/42187—Lines and connections with preferential service
-
- 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
- G10L15/22—Procedures used during a speech recognition process, e.g. man-machine dialogue
-
- 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
- H04M3/487—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
- H04M3/4936—Speech interaction details
-
- 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
-
- 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
- H04M3/527—Centralised call answering arrangements not requiring operator intervention
-
- 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
- G10L15/22—Procedures used during a speech recognition process, e.g. man-machine dialogue
- G10L2015/223—Execution procedure of a spoken command
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- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Human Computer Interaction (AREA)
- Computational Linguistics (AREA)
- Health & Medical Sciences (AREA)
- Audiology, Speech & Language Pathology (AREA)
- Physics & Mathematics (AREA)
- Acoustics & Sound (AREA)
- Multimedia (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Telephonic Communication Services (AREA)
Abstract
The invention discloses a kind of method for initiating queuing customer service self-assisted voice interaction, it is related to communication technical field, comprises the following steps：S1：The telephone number of incoming call client is obtained, the phone and VIP customer phone databases of client are compared, detects whether client is VIP client by telephone number, if so, client then is gone into VIP passages, if it is not, client then is transferred into Common passageway；S2：The inquiry of institute's transacting business species is reported, the vocal answer of client is obtained, the keyword in vocal answer, the classification of transacting business needed for judging client is extracted；S3：The classification of transacting business and current queue number carry out comprehensive analysis according to needed for client, then point out client to be transferred to self-assisted voice and handle or continue to stay in queue queue.The present invention solves the problem of big caused customer experience degree of current operator attendance channel queue pressure is poor, bank easily loses some potential Very Important Person.
Description
Technical field
The present invention relates to communication technical field, more particularly to a kind of method for initiating queuing customer service self-assisted voice interaction.
Background technology
At present, with the raising of business processing level on each big bank's line, handle or consultation service telephony side client also gets over
Come more, for fairly simple business handling or consulting, telephony side client can be selected by the way of self-assisted voice is interacted
Handled or seeked advice from, handling or seeking advice from for slightly more complicated business, client would generally select manual service；But
It is, because the mode that many clients are not aware that those business and can interacted by using self-assisted voice is handled, to cause many complete
Can be interacted entirely by self-assisted voice with regard to the business that can handle is handled by operator attendance, and the quantity of operator attendance has
Limit, can thus increase the pressure of manual service queue paths, especially there is peak period in visit capacity, for some urgent visitors
Family, as that need to handle the client that bank card is reported the loss, the time that custom queueing is waited is longer, and risk has bigger, if handled not in time,
This can bring huge loss to client；If the time that client waits is oversize, operator attendance is easy to receive the throwing of client
Tell, cause the Experience Degree of client very poor；Also, bank is likely to lose some potential Very Important Person.
The content of the invention
It is an object of the invention to：Solve current operator attendance channel queue client many, client caused by queue pressure is big
The problem of Experience Degree is poor, bank easily loses some potential Very Important Person, the present invention very provides a kind of to queuing customer service initiation
The method of self-assisted voice interaction, can realize active shunt operator attendance queue pressure, be conducive to lifting customer experience degree.
Technical scheme is as follows：
A kind of method for initiating queuing customer service self-assisted voice interaction, comprises the following steps：
S1：The telephone number of incoming call client is obtained, the phone and VIP customer phone databases of client are compared, is led to
Cross whether telephone number detection client is VIP client, if so, client then is gone into VIP passages, if it is not, being then transferred to client
Common passageway.
S2：The inquiry of institute's transacting business species is reported, the vocal answer of client is obtained, the key in vocal answer is extracted
Word, the classification of transacting business needed for judging client.
S3：The classification of transacting business and current queue number carry out comprehensive analysis according to needed for client, then point out client
Self-assisted voice is transferred to handle or continue to stay in queue queue.
Above-mentioned S1, S2, S3 is carried out during custom queueing, when custom queueing terminates to be transferred to operator attendance, from
It is dynamic to terminate the current free position of client.
Specifically, S2 is concretely comprised the following steps：
S21：The inquiry of institute's transacting business is reported, the voice messaging of client is obtained, voice messaging is turned by acoustic model
Corresponding Chinese phonetic symbol is changed to, phonetic symbol information identifies final corresponding text by the language model of super large WordNet again
This content, obtains the vocal answer of client.
S22：The keyword in the vocal answer for the client for having been converted into text message is extracted, keyword is subjected to voice
Report, whether the inquiry client keyword is correct keyword, client answers "Yes" or "no", client answers "Yes" or " no
Be " mode can select input through keyboard " 1 " or " 0 ", phonetic entry can also be selected；If client answers "Yes", by this
The classification of transacting business needed for keyword judges client, if client answers "no", returns to S21.In S22, client returns
Answer after "no", return to S21, if after third time is returned, client is come into queue according to the incoming call time of client
In avoiding problems be absorbed in endless loop in S21, S22 always for corresponding position.
Further, the region according to where the telephone number of client selects different acoustic models, to adapt to difference
The different accent of regional client.
Specifically, in S3, if client needs the business handled to be handled by self-assisted voice, point out client this
Business can be handled by self-assisted voice, and report the number currently queued up, and allow client voluntarily to select, if customer selecting is certainly
Help voice to handle, be then transferred to self-assisted voice and handle, if customer selecting continues to queue up, continue to queue up, and in queuing process,
Handled every a 15-30S customer selecting self-assisted voice of inquiry or continue to stay in queue queue.
Further, for the client of VIP passages in S1 and the client of non-VIP passages, S2 and S3 steps are identicals；When
The quantity of the queuing client of VIP passages is more than the threshold value set in advance, automatic shunt can be realized, after the client of VIP passages
20% is divided into non-VIP passages, then ranks.
After such scheme, beneficial effects of the present invention are as follows：
(1) to solve current operator attendance channel queue client more for this method, caused by queue pressure is big customer experience degree it is poor,
The problem of bank easily loses some potential Very Important Person.
(2) VIP passages and non-VIP passages are set, client is subjected to two parts processing, also, when the queuing of VIP passages
The quantity of client is more than the threshold value set in advance, can realize automatic shunt, non-VIP is divided into by rear the 20% of the client of VIP passages
In passage, then rank, preferably meet the Experience Degree of VIP client.
(3) after the keyword in the vocal answer for extracting the client for having been converted into text message, again by keyword
Voice broadcast is carried out, whether the inquiry client keyword is correct keyword, and client answers "Yes" or "no", and client answers
The mode of "Yes" or "no" can select input through keyboard " 1 " or " 0 ", can also select phonetic entry；If client answers "Yes",
The classification of transacting business needed for then judging client by the keyword, if client answers "no", returns to S21, it is to avoid
Due to the wrongheaded situation of keyword caused by signal or other disturbing factors, also, system to "Yes" or "no" this
The rate that accurately identifies of two words is almost 100%, improves the accuracy rate that system is judged business.
(4) if client needs the business handled to be handled by self-assisted voice, point out client this business can be with
Handled by self-assisted voice, and report the number currently queued up, allow client voluntarily to select, if customer selecting self-assisted voice is done
Reason, then be transferred to self-assisted voice and handle, if customer selecting continues to queue up, continues to queue up, and in queuing process, every 15-
30S inquires that a customer selecting self-assisted voice is handled or continues to stay in queue queue, so by the queuing process of client more
Mobilism, allows client to know clearly oneself position in queue, improves customer experience, and be conducive to point of client
Stream.
Embodiment
All features disclosed in this specification, can be with any in addition to mutually exclusive feature and/or step
Mode is combined.
The present invention is elaborated below.
A kind of method for initiating queuing customer service self-assisted voice interaction, comprises the following steps：
S1：The telephone number of incoming call client is obtained, the phone and VIP customer phone databases of client are compared, is led to
Cross whether telephone number detection client is VIP client, if so, client then is gone into VIP passages, if it is not, being then transferred to client
Common passageway；For the client of VIP passages in S1 and the client of non-VIP passages, S2 and S3 steps are identicals；When VIP passages
The quantity of queuing client be more than the threshold value that sets in advance, automatic shunt can be realized, rear the 20% of the client of VIP passages is divided into
In non-VIP passages, then rank.
S2：The inquiry of institute's transacting business species is reported, the vocal answer of client is obtained, the key in vocal answer is extracted
Word, the classification of transacting business needed for judging client.
S2 is specifically included：
S21：The inquiry of institute's transacting business is reported, the voice messaging of client is obtained, according to where the telephone number of client
Region selects different acoustic models, with the different accent of the client for adapting to different regions, voice messaging is passed through into acoustic mode
Type is converted to corresponding Chinese phonetic symbol, and phonetic symbol information identifies final correspondence by the language model of super large WordNet again
Content of text, obtain the vocal answer of client.
S22：The keyword in the vocal answer for the client for having been converted into text message is extracted, keyword is subjected to voice
Report, whether the inquiry client keyword is correct keyword, client answers "Yes" or "no", client answers "Yes" or " no
Be " mode can select input through keyboard " 1 " or " 0 ", phonetic entry can also be selected；If client answers "Yes", by this
The classification of transacting business needed for keyword judges client, if client answers "no", returns to S21.In S22, client returns
Answer after "no", return to S21, if after third time is returned, client is come into queue according to the incoming call time of client
In avoiding problems be absorbed in endless loop in S21, S22 always for corresponding position.
S3：The classification of transacting business and current queue number carry out comprehensive analysis according to needed for client, then point out client
Self-assisted voice is transferred to handle or continue to stay in queue queue；If client needs the business handled to be done by self-assisted voice
Reason, then point out this business of client to be handled by self-assisted voice, and reports the number currently queued up, and allows client voluntarily to select
Select, if customer selecting self-assisted voice is handled, be transferred to self-assisted voice and handle, if customer selecting continues to queue up, continue to arrange
Team, and in queuing process, handled every a 15-30S customer selecting self-assisted voice of inquiry or continue to stay in queue queue.
Above-mentioned S1, S2, S3 is carried out during custom queueing, when custom queueing terminates to be transferred to operator attendance, from
It is dynamic to terminate the current free position of client.
The present invention is not limited to above-mentioned specific embodiment, it will be appreciated that one of ordinary skill in the art is without creative
Work just can make many modifications and variations according to the design of the present invention.In a word, all technical staff in the art are according to this
The design of invention passes through the available technical side of logical analysis, reasoning, or a limited experiment on the basis of existing technology
Case, all should be in the protection domain being defined in the patent claims.
Claims (6)
1. a kind of method for initiating queuing customer service self-assisted voice interaction, it is characterised in that comprise the following steps：
S1：The telephone number of incoming call client is obtained, the phone and VIP customer phone databases of client are compared, pass through electricity
Talk about whether number detection client is VIP client, if so, client then is gone into VIP passages, if it is not, being then transferred to client commonly
Passage；
S2：The inquiry of institute's transacting business species is reported, the vocal answer of client is obtained, the keyword in vocal answer is extracted, sentences
The classification of transacting business needed for disconnected client；
S3：The classification of transacting business and current queue number carry out comprehensive analysis according to needed for client, then point out client to be transferred to
Self-assisted voice is handled or continues to stay in queue queue；
Above-mentioned S1, S2, S3 is carried out during custom queueing, when custom queueing terminates to be transferred to operator attendance, automatic whole
The only current free position of client.
2. a kind of method for initiating queuing customer service self-assisted voice interaction according to claim 1, it is characterised in that S2's
Concretely comprise the following steps：
S21：The inquiry of institute's transacting business is reported, the voice messaging of client is obtained, voice messaging is converted to by acoustic model
Corresponding Chinese phonetic symbol, phonetic symbol information is identified in final corresponding text by the language model of super large WordNet again
Hold, obtain the vocal answer of client；
S22：The keyword in the vocal answer for the client for having been converted into text message is extracted, keyword progress voice is broadcast
Report, whether the inquiry client keyword is correct keyword, and client answers "Yes" or "no", and client answers "Yes" or "no"
Mode can select input through keyboard " 1 " or " 0 ", phonetic entry can also be selected；If client answers "Yes", pass through the key
The classification of transacting business needed for word judges client, if client answers "no", returns to S21.
3. in a kind of method for initiating queuing customer service self-assisted voice interaction according to claim 2, S22, client answers
After "no", S21 is returned to, if after third time is returned, coming client in queue according to the incoming call time of client
Corresponding position.
4. a kind of method for initiating queuing customer service self-assisted voice interaction according to claim 2, it is characterised in that according to
Region where the telephone number of client selects different acoustic models, with the different accent of the client for adapting to different regions.
5. a kind of method for initiating queuing customer service self-assisted voice interaction according to claim 1, it is characterised in that S3
In, if client needs the business handled to be handled by self-assisted voice, point out this business of client can be by self-service
Voice is handled, and reports the number currently queued up, and is allowed client voluntarily to select, if customer selecting self-assisted voice is handled, is turned
Enter self-assisted voice to handle, if customer selecting continues to queue up, continue to queue up, and in queuing process, every 15-30S inquiries
Customer selecting self-assisted voice is handled or continues to stay in queue queue.
6. initiating queuing customer service the method that self-assisted voice is interacted according to a kind of described in any one of claim 1-5, it is special
Levy and be, for the client of VIP passages in S1 and the client of non-VIP passages, S2 and S3 steps are identicals；When VIP passages
The quantity of queuing client is more than the threshold value set in advance, can realize automatic shunt, rear the 20% of the client of VIP passages is divided into non-
In VIP passages, then rank.
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Cited By (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN109474754A (en) * | 2018-10-11 | 2019-03-15 | 平安科技（深圳）有限公司 | Method, apparatus, computer equipment and the storage medium of hotline Voice Navigation |
| CN109816343A (en) * | 2019-01-04 | 2019-05-28 | 平安科技（深圳）有限公司 | A kind of service shunting method and device |
| CN109862070A (en) * | 2018-12-18 | 2019-06-07 | 平安科技（深圳）有限公司 | Inlet wire optimization method in financial face label business, device and can read access medium |
| CN110490382A (en) * | 2019-08-19 | 2019-11-22 | 福建工程学院 | A kind of queuing optimization method, device and storage medium based on checkout mode |
| CN110597765A (en) * | 2019-08-05 | 2019-12-20 | 紫光西部数据(南京)有限公司 | Large retail call center heterogeneous data source data processing method and device |
| CN111145014A (en) * | 2019-12-31 | 2020-05-12 | 中国银行股份有限公司 | Business handling method and device |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN109474754A (en) * | 2018-10-11 | 2019-03-15 | 平安科技（深圳）有限公司 | Method, apparatus, computer equipment and the storage medium of hotline Voice Navigation |
| CN109862070A (en) * | 2018-12-18 | 2019-06-07 | 平安科技（深圳）有限公司 | Inlet wire optimization method in financial face label business, device and can read access medium |
| CN109862070B (en) * | 2018-12-18 | 2022-04-12 | 平安科技（深圳）有限公司 | Incoming line optimization method and device in financial surface signing business and readable access medium |
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| CN110597765A (en) * | 2019-08-05 | 2019-12-20 | 紫光西部数据(南京)有限公司 | Large retail call center heterogeneous data source data processing method and device |
| CN110490382A (en) * | 2019-08-19 | 2019-11-22 | 福建工程学院 | A kind of queuing optimization method, device and storage medium based on checkout mode |
| CN111145014A (en) * | 2019-12-31 | 2020-05-12 | 中国银行股份有限公司 | Business handling method and device |
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Application publication date: 20171027 |