CN108418981A - 为客户提供对话服务的方法及装置 - Google Patents
为客户提供对话服务的方法及装置 Download PDFInfo
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- CN108418981A CN108418981A CN201810219667.9A CN201810219667A CN108418981A CN 108418981 A CN108418981 A CN 108418981A CN 201810219667 A CN201810219667 A CN 201810219667A CN 108418981 A CN108418981 A CN 108418981A
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- 238000000034 method Methods 0.000 title claims abstract description 51
- 238000004422 calculation algorithm Methods 0.000 claims abstract description 17
- 238000012545 processing Methods 0.000 claims abstract description 15
- 230000004044 response Effects 0.000 claims abstract description 12
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- 239000000463 material Substances 0.000 claims description 21
- 238000012549 training Methods 0.000 claims description 19
- 238000012544 monitoring process Methods 0.000 claims description 9
- 239000013589 supplement Substances 0.000 claims description 9
- 238000006243 chemical reaction Methods 0.000 claims description 5
- 238000004891 communication Methods 0.000 claims description 5
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- 230000000295 complement effect Effects 0.000 claims description 2
- 230000008569 process Effects 0.000 description 9
- 238000005516 engineering process Methods 0.000 description 6
- 230000000694 effects Effects 0.000 description 4
- 230000007246 mechanism Effects 0.000 description 4
- 238000010586 diagram Methods 0.000 description 2
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Classifications
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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
- G10L15/06—Creation of reference templates; Training of speech recognition systems, e.g. adaptation to the characteristics of the speaker's voice
- G10L15/063—Training
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
- 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
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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
- H04M3/5175—Call or contact centers supervision arrangements
-
- 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
- G10L15/06—Creation of reference templates; Training of speech recognition systems, e.g. adaptation to the characteristics of the speaker's voice
- G10L15/063—Training
- G10L2015/0635—Training updating or merging of old and new templates; Mean values; Weighting
-
- 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
- G10L15/06—Creation of reference templates; Training of speech recognition systems, e.g. adaptation to the characteristics of the speaker's voice
- G10L15/063—Training
- G10L2015/0638—Interactive procedures
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- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Human Computer Interaction (AREA)
- Computational Linguistics (AREA)
- Artificial Intelligence (AREA)
- Health & Medical Sciences (AREA)
- Audiology, Speech & Language Pathology (AREA)
- Physics & Mathematics (AREA)
- Acoustics & Sound (AREA)
- Multimedia (AREA)
- Telephonic Communication Services (AREA)
- Information Transfer Between Computers (AREA)
Abstract
Description
Claims (10)
Priority Applications (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
CN201810219667.9A CN108418981B (zh) | 2018-03-16 | 2018-03-16 | 为客户提供对话服务的方法及装置 |
CN201910912515.1A CN110519472A (zh) | 2018-03-16 | 2018-03-16 | 为客户提供对话服务的方法及装置 |
Applications Claiming Priority (1)
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CN201810219667.9A CN108418981B (zh) | 2018-03-16 | 2018-03-16 | 为客户提供对话服务的方法及装置 |
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CN201910912515.1A Division CN110519472A (zh) | 2018-03-16 | 2018-03-16 | 为客户提供对话服务的方法及装置 |
Publications (2)
Publication Number | Publication Date |
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CN108418981A true CN108418981A (zh) | 2018-08-17 |
CN108418981B CN108418981B (zh) | 2019-10-29 |
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CN201810219667.9A Active CN108418981B (zh) | 2018-03-16 | 2018-03-16 | 为客户提供对话服务的方法及装置 |
CN201910912515.1A Pending CN110519472A (zh) | 2018-03-16 | 2018-03-16 | 为客户提供对话服务的方法及装置 |
Family Applications After (1)
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CN201910912515.1A Pending CN110519472A (zh) | 2018-03-16 | 2018-03-16 | 为客户提供对话服务的方法及装置 |
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Cited By (7)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
CN109202908A (zh) * | 2018-10-19 | 2019-01-15 | 和美(深圳)信息技术股份有限公司 | 机器人的控制方法、装置、设备、系统和存储介质 |
CN109816220A (zh) * | 2019-01-07 | 2019-05-28 | 平安科技(深圳)有限公司 | 基于智能决策的业务质量监控及处理方法和装置 |
CN110533324A (zh) * | 2019-08-29 | 2019-12-03 | 深圳市慧择时代科技有限公司 | 保险客服的自动分配的方法及装置 |
CN111031180A (zh) * | 2018-10-10 | 2020-04-17 | 阿瓦亚公司 | 基于通信会话服务质量参数的动态坐席媒介类型选择 |
CN111400485A (zh) * | 2018-12-28 | 2020-07-10 | 罗伯特·博世有限公司 | 用于诊断和维修的进入半众源非结构化数据摘录中的领域知识注入 |
CN111460112A (zh) * | 2020-03-02 | 2020-07-28 | 深圳壹账通智能科技有限公司 | 在线客服咨询方法、装置、介质及电子设备 |
CN111754061A (zh) * | 2019-11-22 | 2020-10-09 | 北京沃东天骏信息技术有限公司 | 控制人机分流的方法、装置、服务器设备及存储介质 |
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CN105591882A (zh) * | 2015-12-10 | 2016-05-18 | 北京中科汇联科技股份有限公司 | 一种智能机器人与人混合客服的方法及系统 |
CN105701088A (zh) * | 2016-02-26 | 2016-06-22 | 北京京东尚科信息技术有限公司 | 从机器对话切换到人工对话的方法和装置 |
CN105791104A (zh) * | 2016-05-18 | 2016-07-20 | 北京奔影网络科技有限公司 | 客服方法和装置 |
CN107506372A (zh) * | 2017-07-11 | 2017-12-22 | 哈尔滨工业大学深圳研究生院 | 一种机器人客服在混合类型会话下的自动会话切换方法 |
CN107590159A (zh) * | 2016-07-08 | 2018-01-16 | 阿里巴巴集团控股有限公司 | 机器人客服转人工客服的方法和装置 |
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US20070025535A1 (en) * | 2005-07-11 | 2007-02-01 | Sbc Knowledge Ventures Lp | Measuring and improving customer satisfaction at automated customer service centers |
CN103795877A (zh) * | 2012-10-29 | 2014-05-14 | 殷程 | 智能语音 |
CN103279528A (zh) * | 2013-05-31 | 2013-09-04 | 俞志晨 | 一种基于人机结合的问答系统及方法 |
CN107305483A (zh) * | 2016-04-25 | 2017-10-31 | 北京搜狗科技发展有限公司 | 一种基于语义识别的语音交互方法及装置 |
CN107135247B (zh) * | 2017-02-16 | 2019-11-29 | 江苏南大电子信息技术股份有限公司 | 一种人与人工智能协同工作的服务系统及方法 |
-
2018
- 2018-03-16 CN CN201810219667.9A patent/CN108418981B/zh active Active
- 2018-03-16 CN CN201910912515.1A patent/CN110519472A/zh active Pending
Patent Citations (5)
Publication number | Priority date | Publication date | Assignee | Title |
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CN105591882A (zh) * | 2015-12-10 | 2016-05-18 | 北京中科汇联科技股份有限公司 | 一种智能机器人与人混合客服的方法及系统 |
CN105701088A (zh) * | 2016-02-26 | 2016-06-22 | 北京京东尚科信息技术有限公司 | 从机器对话切换到人工对话的方法和装置 |
CN105791104A (zh) * | 2016-05-18 | 2016-07-20 | 北京奔影网络科技有限公司 | 客服方法和装置 |
CN107590159A (zh) * | 2016-07-08 | 2018-01-16 | 阿里巴巴集团控股有限公司 | 机器人客服转人工客服的方法和装置 |
CN107506372A (zh) * | 2017-07-11 | 2017-12-22 | 哈尔滨工业大学深圳研究生院 | 一种机器人客服在混合类型会话下的自动会话切换方法 |
Cited By (9)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
CN111031180A (zh) * | 2018-10-10 | 2020-04-17 | 阿瓦亚公司 | 基于通信会话服务质量参数的动态坐席媒介类型选择 |
CN109202908A (zh) * | 2018-10-19 | 2019-01-15 | 和美(深圳)信息技术股份有限公司 | 机器人的控制方法、装置、设备、系统和存储介质 |
CN111400485A (zh) * | 2018-12-28 | 2020-07-10 | 罗伯特·博世有限公司 | 用于诊断和维修的进入半众源非结构化数据摘录中的领域知识注入 |
CN109816220A (zh) * | 2019-01-07 | 2019-05-28 | 平安科技(深圳)有限公司 | 基于智能决策的业务质量监控及处理方法和装置 |
CN110533324A (zh) * | 2019-08-29 | 2019-12-03 | 深圳市慧择时代科技有限公司 | 保险客服的自动分配的方法及装置 |
CN110533324B (zh) * | 2019-08-29 | 2022-04-22 | 深圳市慧择时代科技有限公司 | 保险客服的自动分配的方法及装置 |
CN111754061A (zh) * | 2019-11-22 | 2020-10-09 | 北京沃东天骏信息技术有限公司 | 控制人机分流的方法、装置、服务器设备及存储介质 |
CN111460112A (zh) * | 2020-03-02 | 2020-07-28 | 深圳壹账通智能科技有限公司 | 在线客服咨询方法、装置、介质及电子设备 |
WO2021175007A1 (zh) * | 2020-03-02 | 2021-09-10 | 深圳壹账通智能科技有限公司 | 在线客服咨询方法、装置、介质及电子设备 |
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Publication number | Publication date |
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CN108418981B (zh) | 2019-10-29 |
CN110519472A (zh) | 2019-11-29 |
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CP01 | Change in the name or title of a patent holder |
Address after: 215123 14 Tengfei Innovation Park, 388 Xinping street, Suzhou Industrial Park, Suzhou, Jiangsu. Patentee after: Sipic Technology Co.,Ltd. Address before: 215123 14 Tengfei Innovation Park, 388 Xinping street, Suzhou Industrial Park, Suzhou, Jiangsu. Patentee before: AI SPEECH Co.,Ltd. |
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PE01 | Entry into force of the registration of the contract for pledge of patent right |
Denomination of invention: Methods and devices for providing dialogue services to customers Effective date of registration: 20230726 Granted publication date: 20191029 Pledgee: CITIC Bank Limited by Share Ltd. Suzhou branch Pledgor: Sipic Technology Co.,Ltd. Registration number: Y2023980049433 |
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