CN109040492A - A kind of intelligent sound customer service robot - Google Patents
A kind of intelligent sound customer service robot Download PDFInfo
- Publication number
- CN109040492A CN109040492A CN201810904781.5A CN201810904781A CN109040492A CN 109040492 A CN109040492 A CN 109040492A CN 201810904781 A CN201810904781 A CN 201810904781A CN 109040492 A CN109040492 A CN 109040492A
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- CN
- China
- Prior art keywords
- module
- information
- customer service
- voice
- comprehension
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
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Classifications
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
- G10L13/00—Speech synthesis; Text to speech systems
- G10L13/02—Methods for producing synthetic speech; Speech synthesisers
- G10L13/04—Details of speech synthesis systems, e.g. synthesiser structure or memory management
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- 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
- G10L15/08—Speech classification or search
- G10L15/18—Speech classification or search using natural language modelling
- G10L15/1822—Parsing for meaning understanding
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- 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
- G10L15/22—Procedures used during a speech recognition process, e.g. man-machine dialogue
-
- 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
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
- G10L25/00—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00
- G10L25/48—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use
- G10L25/51—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use for comparison or discrimination
- G10L25/63—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use for comparison or discrimination for estimating an emotional state
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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
- H04M3/527—Centralised call answering arrangements not requiring operator intervention
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- 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
- G10L15/22—Procedures used during a speech recognition process, e.g. man-machine dialogue
- G10L2015/223—Execution procedure of a spoken command
Abstract
A kind of intelligent sound customer service robot of the invention, by network communication module, speech recognition module, lexical comprehension module, voice synthetic module and database composition, network communication module is communicating terminal, the communicating terminal is to send and receive voice, figure and text information, speech recognition module is that the voice signal for receiving communicating terminal is identified as text, by the character message transmission after identification to lexical comprehension module, with lexical comprehension module by the text comprehension of information at text information related in database, analysis is made to the information by the flow logic editing machine of database again, information after analysis is module integrated at complete words and expressions with lexical comprehension, the information for being integrated into complete words and expressions is transmitted to voice synthetic module again, it is fed back with voice mode.
Description
Technical field
The present invention relates to customer service pre-sales and after sale field more particularly to a kind of intelligent sound customer service robots.
Background technique
With network, communication, the development of computer technology, enterprise shows electronization, long-range, virtualization, networking
The characteristics of, more Xian Shang enterprises emerge in multitude.And communication and dialogue between client and enterprise, also by it is aspectant consulting,
Negotiation develops to the exchange and conmmunication based on the long-range means such as network, phone.In this context, based on the client service center of phone
(call center) becomes the important channel that enterprise interacts with user.Client service center is daily all facing to a large amount of call voice
Service, handle the diversified demand for services of client, including it is pre-sales consulting, purchase, after sale, complain etc..In the process of telephone service
In, customer service needs to cope with the service object of different moods, and makes suitable reaction.It can be said that client service center is the shape of enterprise
As representing, the service quality of client service center directly affects user to official loyal to his sovereign's degree of enterprise.Therefore pass through the Service Quality of raising customer service
For amount to improve customer satisfaction, official loyal to his sovereign's degree has become the important public relations direction of enterprise.In addition, being solved by accuracy customer demand
Scheme, to promote customer service efficiency；And pass through reasonably managing customer service team, the Service Quality of accurate evaluation employee
Amount etc. all has become the direction that client service center needs constantly to inquire into, grope and study.
And traditional customer service hotline is answered by the form of artificial customer service and IVR self-assisted voice response, mostly
Number is applied in scopes of business such as bank, traffic, electric power, finance, public utilities, under massive information weight, traditional services mould
Formula can't bear the heavy load already, and overall quality of service and user experience form the main pain spot of now enterprise's customer service.
Summary of the invention
Customer service quality can not be objectively evaluated for the prior art, reaches the customer satisfaction of high standard, the present invention to be solved
Certainly the technical issues of, there is provided a kind of intelligent sound customer service robots, were known by existing speech analysis techniques, including vocal print
Not, speech recognition and voice-based emotion recognition effectively analyze session services quality, improve the service quality of client, are promoted
Customer satisfaction promotes customer service efficiency.
A kind of intelligent sound customer service robot of the invention, by network communication module, speech recognition module, lexical comprehension mould
Block, voice synthetic module and database composition, network communication module is communicating terminal, and the communicating terminal is to send and receive language
Sound, figure and text information, speech recognition module is that the voice signal for receiving communicating terminal is identified as text, after identification
Character message transmission to lexical comprehension module, with lexical comprehension module by the text comprehension of information at related in database
Text information, then analysis is made to the information by the flow logic editing machine of database, the information after analysis is with lexical comprehension
It is module integrated to be transmitted to voice synthetic module at complete words and expressions, then by the information for being integrated into complete words and expressions, with voice mode
Feedback.
In order to further improve using effect of the invention, the voice synthetic module further includes voice simulation system.
In order to further improve using effect of the invention, the network communication module includes wireless network communication and wired
Network communication.
In order to further improve using effect of the invention, the network communication module further includes video-signal system, passes through visitor
Family image information analyzes client's expression.
In order to further improve using effect of the invention, the speech recognition module further includes input volume analysis system
System, analyzes customer anger by client's speaking volume.
In order to further improve using effect of the invention, the database further includes scene application setting, can be according to enterprise
Industry demand handoff scenario.
In order to further improve using effect of the invention, the database further includes guidance system, passes through video-signal system
With input volume analysis system data statistics, topic interest analysis is carried out to client, guides client to enter in the form of question-response
Its interested topic.
The present invention solves that traditional customer service hotline high labor cost and IVR self-assisted voice response working efficiency are low to ask
Topic, realizes intelligent sound outgoing call customer service, and the present invention uses accurate dialogue mode, different from universal simple dialog mode,
Reach business purpose with the combination dialogue of diversification.
Detailed description of the invention
Fig. 1 is schematic diagram of the invention.
Specific embodiment
As shown in Figure 1, the present invention is by network communication module, speech recognition module, lexical comprehension module, voice synthetic module
And database composition, network communication module is communicating terminal, and the communicating terminal is to send and receive voice, figure and text letter
Breath, speech recognition module is that the voice signal for receiving communicating terminal is identified as text, by the character message transmission after identification
To lexical comprehension module, with lexical comprehension module by the text comprehension of information at text information related in database, then lead to
The flow logic editing machine for crossing database makes analysis to the information, and the information after analysis is module integrated at complete with lexical comprehension
Words and expressions, then the information for being integrated into complete words and expressions is transmitted to voice synthetic module, is fed back with voice mode.
Network communication module of the invention includes wireless network communication and cable network communication, further includes speech communication and view
Frequency communicates, and wherein video communication further includes Expression analysis system, based on network big data, carries out mood to client's expression
Analysis, and data after analysis are sent to database, to be used as topic screening.
Speech recognition module of the invention further includes input volume analysis system, by client's speaking volume to customer anger
It is analyzed, Analytical Results Database, to be used as topic screening.
Database of the invention further includes scene application setting, and different scenes can be replaced according to different enterprise demands,
Such as outdoor, indoor, meeting room or square.
Database of the invention further includes guidance system, by video-signal system and inputs the data statistics of volume analysis system,
Topic interest analysis is carried out to client, guides client to enter its interested topic in the form of question-response.
Flow logic editing machine of the invention is to carry out logical edit for different enterprises with different question and answer modes, is not had
Unified standard.
Claims (7)
1. a kind of intelligent sound customer service robot, it is characterised in that: by network communication module, speech recognition module, lexical comprehension
Module, voice synthetic module and database composition, network communication module is communicating terminal, and the communicating terminal is to send and receive
Voice, figure and text information, speech recognition module are that the voice signal for receiving communicating terminal is identified as text, will be identified
Character message transmission afterwards is to lexical comprehension module, with lexical comprehension module by the text comprehension of information at relevant in database
Text information, then analysis is made to the information by the flow logic editing machine of database, the information after analysis is managed with the meaning of a word
It solves module integrated at complete words and expressions, then the information for being integrated into complete words and expressions is transmitted to voice synthetic module, with voice side
Formula feedback.
2. a kind of intelligent sound customer service robot according to claim 1, it is characterised in that: the voice synthetic module is also
Including voice simulation system.
3. a kind of intelligent sound customer service robot according to claim 1, it is characterised in that: the network communication module packet
Include wireless network communication and cable network communication.
4. a kind of intelligent sound customer service robot according to claim 1, it is characterised in that: the network communication module is also
Including video-signal system, client's expression is analyzed by client's image information.
5. a kind of intelligent sound customer service robot according to claim 1, it is characterised in that: the speech recognition module is also
Including inputting volume analysis system, customer anger is analyzed by client's speaking volume.
6. a kind of intelligent sound customer service robot according to claim 1, it is characterised in that: the database further includes field
Scape application setting, can be according to enterprise demand handoff scenario.
7. a kind of intelligent sound customer service robot according to claim 1, it is characterised in that: the database further includes drawing
Guiding systems carry out topic interest analysis to client, ask one with one by video-signal system and input volume analysis system data statistics
It answers form guidance client and enters its interested topic.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201810904781.5A CN109040492A (en) | 2018-08-09 | 2018-08-09 | A kind of intelligent sound customer service robot |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201810904781.5A CN109040492A (en) | 2018-08-09 | 2018-08-09 | A kind of intelligent sound customer service robot |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN109040492A true CN109040492A (en) | 2018-12-18 |
Family
ID=64632615
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201810904781.5A Pending CN109040492A (en) | 2018-08-09 | 2018-08-09 | A kind of intelligent sound customer service robot |
Country Status (1)
| Country | Link |
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| CN (1) | CN109040492A (en) |
Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN110600002A (en) * | 2019-09-18 | 2019-12-20 | 北京声智科技有限公司 | Voice synthesis method and device and electronic equipment |
| CN112581701A (en) * | 2020-11-19 | 2021-03-30 | 广州地铁集团有限公司 | Integrated intelligent customer service center |
| CN113031768A (en) * | 2021-03-16 | 2021-06-25 | 深圳追一科技有限公司 | Customer service method, customer service device, electronic equipment and storage medium |
-
2018
- 2018-08-09 CN CN201810904781.5A patent/CN109040492A/en active Pending
Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN110600002A (en) * | 2019-09-18 | 2019-12-20 | 北京声智科技有限公司 | Voice synthesis method and device and electronic equipment |
| CN112581701A (en) * | 2020-11-19 | 2021-03-30 | 广州地铁集团有限公司 | Integrated intelligent customer service center |
| CN113031768A (en) * | 2021-03-16 | 2021-06-25 | 深圳追一科技有限公司 | Customer service method, customer service device, electronic equipment and storage medium |
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Legal Events
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| PB01 | Publication | ||
| PB01 | Publication | ||
| WD01 | Invention patent application deemed withdrawn after publication | ||
| WD01 | Invention patent application deemed withdrawn after publication |
Application publication date: 20181218 |