CN109285011A - A kind of smart client return visit method, device and equipment - Google Patents
A kind of smart client return visit method, device and equipment Download PDFInfo
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- CN109285011A CN109285011A CN201811063576.7A CN201811063576A CN109285011A CN 109285011 A CN109285011 A CN 109285011A CN 201811063576 A CN201811063576 A CN 201811063576A CN 109285011 A CN109285011 A CN 109285011A
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Abstract
It includes: acquisition transaction record that a kind of smart client, which pays a return visit method, extracts customer information according to the transaction record；It is automatic that the networking telephone is called to send the call request for establishing telephone connection to client according to extracted customer information；When telephone connection is successfully established, the voice content of client is obtained and parsed；According to the keyword for including in the voice content parsed, the matched voice of voice justice of the keyword is searched and sent in the voice prerecorded, and records the feedback information of client.So that client pays a return visit can be automatically performed by system, it does not need to train or employ special Customer Service people, human cost and time cost greatly reduces, and it pays a return visit process to record according to the adaptive reply of the voice of client and objectively, the factor and individual subjective factor that not will receive return visit personnel influences, and is conducive to improve the quality paid a return visit.
Description
Technical field
The application belongs to artificial intelligence field more particularly to a kind of smart client pays a return visit method, device and equipment.
Background technique
With the development of internet technology, great change also has occurred in people's lives mode.Such as traditional shopping
The commodity that people reach market or oneself satisfaction is selected in shop are needed, can select or comparable commodity amount is less, and are led to
After crossing internet realization online shopping, people not only can arbitrarily select and commodity provided by businessman inside and outside comparator, convenience
While people's shopping, but also trade company can quickly and effectively complete merchandise sales by opening up on-line shop.
After trade company and client complete primary transaction, in order to improve internet shopping experience, trade company often passes through client
Attendant carries out satisfaction investigation to trade company or return visit needs to train a large amount of customer service when number of transaction is larger
Personnel consume a large amount of human cost and time cost, and the subjective factor by Customer Service people is influenced, and pay a return visit result
It is of low quality.
Summary of the invention
In view of this, the embodiment of the present application provides a kind of smart client return visit method, device and equipment, it is existing to solve
When carrying out client's return visit in technology, needs to train a large amount of Customer Service people, consumes a large amount of human cost and time cost,
And the subjective factor by Customer Service people is influenced, and the problem of low quality of result is paid a return visit.
The first aspect of the embodiment of the present application provides a kind of smart client return visit method, and the smart client pays a return visit method
Include:
Transaction record is obtained, customer information is extracted according to the transaction record；
According to extracted customer information, the automatic calling for calling the networking telephone to establish telephone connection to client's transmission is asked
It asks；
When telephone connection is successfully established, the voice content of client is obtained and parsed；
According to the keyword for including in the voice content parsed, is searched in the voice prerecorded and send the pass
The matched voice of voice justice of key word, and record the feedback information of client.
With reference to first aspect, in the first possible implementation of first aspect, described when telephone connection is created as
When function, after the step of obtaining and parsing the voice content of client, the method also includes:
Frequency, keyword and the other weight pair of customer class occurred according to the keyword for including in the voice content parsed
It should be related to, calculate the other weighted value of customer class corresponding to the voice content；
According to weighted value calculated, client's classification of the client is determined.
The possible implementation of with reference to first aspect the first, in second of possible implementation of first aspect, to
Identified customer type executes corresponding maintenance strategy；
Or further include: according to the field feedback in maintenance strategy implementation procedure, update client's classification.
With reference to first aspect, in the third possible implementation of first aspect, the acquisition and the language for parsing client
The step of sound content includes:
The voice data of client based on the received, the scene where when determining client's current talking；
Corresponding noise characteristic data are searched according to the scene identified, according to the noise characteristic data of lookup to the use
The voice at family carries out noise processed.
With reference to first aspect, in the 4th kind of possible implementation of first aspect, the acquisition and the language for parsing client
The step of sound content includes:
The voice data of client based on the received determines crowd's classification belonging to the client of current talking；
According to the corresponding relationship of crowd's classification and speaker characteristics, call corresponding speaker characteristics to the voice data
Carry out Context resolution.
With reference to first aspect, in the 5th kind of possible implementation of first aspect, the method also includes:
According to client for the feedback result of different voices, the keyword and matched voice relationship are updated
Study.
The second aspect of the embodiment of the present application provides a kind of smart client playback appliances, the smart client playback appliances
Include:
Customer information extraction unit extracts customer information according to the transaction record for obtaining transaction record；
Call request unit, for according to extracted customer information, the automatic calling networking telephone is sent to client to be established
The call request of telephone connection；
Voice content resolution unit, for obtaining and parsing the voice content of client when telephone connection is successfully established；
Voice match transmission unit, for according to the keyword for including in the voice content parsed, what is prerecorded
The matched voice of voice justice of the keyword is searched and sent in voice, and records the feedback information of client.
In conjunction with second aspect, in the first possible implementation of second aspect, the method also includes:
Weighted value computing unit, frequency, key for being occurred according to the keyword for including in the voice content parsed
Word and the other weight corresponding relationship of customer class, calculate the other weighted value of customer class corresponding to the voice content；
Client's classification determination unit, for determining client's classification of the client according to weighted value calculated.
The third aspect of the embodiment of the present application provide a kind of smart client playback appliances, including memory, processor with
And the computer program that can be run in the memory and on the processor is stored, the processor executes the calculating
The step of smart client pays a return visit method as described in any one of first aspect is realized when machine program.
The fourth aspect of the embodiment of the present application provides a kind of computer readable storage medium, the computer-readable storage
Media storage has computer program, and the intelligence as described in any one of first aspect is realized when the computer program is executed by processor
Client pays a return visit the step of method.
Existing beneficial effect is the embodiment of the present application compared with prior art: being mentioned by carrying out data to transaction record
It takes, obtains the customer information in transaction record, and call the networking telephone to initiate phone to client automatically according to the customer information
Call request, according to the voice content of client, Auto-matching and sends the language prerecorded after telephone connection is successfully established
Sound does not need to train or employ special Customer Service people, greatly so that client pays a return visit can be automatically performed by system
Big reduces human cost and time cost, and pays a return visit process and remember according to the adaptive reply of the voice of client and objectively
Record, the factor and individual subjective factor that not will receive return visit personnel influence, and are conducive to improve the quality paid a return visit.
Detailed description of the invention
It in order to more clearly explain the technical solutions in the embodiments of the present application, below will be to embodiment or description of the prior art
Needed in attached drawing be briefly described, it should be apparent that, the accompanying drawings in the following description is only some of the application
Embodiment for those of ordinary skill in the art without any creative labor, can also be according to these
Attached drawing obtains other attached drawings.
Fig. 1 is the implementation process schematic diagram that a kind of smart client provided by the embodiments of the present application pays a return visit method；
Fig. 2 is the implementation process schematic diagram that another smart client provided by the embodiments of the present application pays a return visit method；
Fig. 3 is the implementation process schematic diagram that another smart client provided by the embodiments of the present application pays a return visit method；
Fig. 4 is the implementation process schematic diagram that another smart client provided by the embodiments of the present application pays a return visit method；
Fig. 5 is a kind of schematic diagram of smart client playback appliances provided by the embodiments of the present application；
Fig. 6 is the schematic diagram of smart client playback appliances provided by the embodiments of the present application.
Specific embodiment
In being described below, for illustration and not for limitation, the tool of such as particular system structure, technology etc is proposed
Body details, so as to provide a thorough understanding of the present application embodiment.However, it will be clear to one skilled in the art that there is no these specific
The application also may be implemented in the other embodiments of details.In other situations, it omits to well-known system, device, electricity
The detailed description of road and method, so as not to obscure the description of the present application with unnecessary details.
In order to illustrate technical solution described herein, the following is a description of specific embodiments.
Fig. 1 is the implementation process schematic diagram that a kind of smart client provided by the embodiments of the present application pays a return visit method, and details are as follows:
In step s101, transaction record is obtained, customer information is extracted according to the transaction record；
It, can be by binding trade company's account information of third-party platform, by the specifically, herein described transaction record
Tripartite's platform obtains the transaction record.The third-party platform can be Taobao, Jingdone district, Amazon etc..The customer information
It may include the information such as the telephone number of client.Certainly, can be in preferred embodiment as the application, the customer information
Can also including customer name etc. information.By the customer name, pre-stored calling recording can be searched accordingly, from
And when making audio call, it more specific, more accurately can link up with client, promote the letter that user links up this
Ren Du.
Alternatively, the transaction record can also further obtain the customer remark information for including in transaction record, by looking into
The keyword for including in remarks content is looked for, in the communication process after closing of the circuit, and to remarks content pair described in client playing
Corresponding voice answering, prerecording, so that client, which can obtain, increases the degree of belief this time paid a return visit and by attention journey
Degree is conducive to improve the quality paid a return visit.
Alternatively, the transaction record can also include the time that user receives commodity, lower single time of user etc..According to institute
The time that user receives commodity is stated, the return visit instruction that confirmation is received can be automatically generated, it is timely right to enable a user to
The received kinds of goods of current shopping are evaluated accordingly, are conducive to improve the efficiency that trade company completes transaction.By searching for user
Lower single time, reference can be provided for the free time as user, to bring interference to client when reducing call
Probability, improve access success probability.
In step s 102, automatic that the networking telephone is called to establish phone to client's transmission according to extracted customer information
The call request of connection；
Due to generally will include consignee and consignee's phone in transaction record, it can be directly by extracted receipts
Call object of the goods people phone as telephone connection request.The networking telephone directly establishes language with telephone terminal by internet
Sound connection, the networking telephone can establish multiple threads, while establish telephone connection with multiple clients, pass through the language to every road
After sound data are parsed, according to parsing result, the voice data that will match to directly passes through the networking telephone and is sent to client,
Telephone terminal where client plays the voice data.Pass through this system, it is only necessary to prerecord specific voice, build
After the corresponding relationship of the vertical voice recorded and keyword, the client that can carry out multichannel simultaneously is paid a return visit, and does not need to play visitor
The voice content at family, and do not need the voice response instant by contact staff.
In step s 103, when telephone connection is successfully established, obtain and parse the voice content of client；
After telephone connection is successfully established, system can play the greeting recording stored in advance automatically, for example " you are good！",
" good morning ", " good afternoon " etc..Certainly, as in the application preferably a kind of embodiment, the greeting recording can also be wrapped
Salutation information is included, for example can be " Miss He, good morning " etc..Including salutation information can be according in transaction record
Addressee information obtains.
After receiving the feedback voice of client, Context resolution is carried out to the voice fed back, detects voice detected
It whether include preset keyword in content.
In step S104, according to the keyword for including in the voice content parsed, looked into the voice prerecorded
The matched voice of voice justice of the keyword is looked for and sent, and records the feedback information of client.
The matching relationship that keyword and voice can be preset, when in the voice for be resolved to client include scheduled key
When word, corresponding voice is searched according to the keyword, and the voice is sent to client, allow system according to client
Voice automatically replied and talked with, and the content informed can will be needed to be sent to client, Huo Zhegen by recording
According to the voice that client replys, client feedback information required for collecting.
It wherein, may include one or more keyword in the same sentence, include is multiple in same sentence
Keyword can respectively correspond different reply recording.Same client is replied, system can be according to the spy of different clients
Sign, and reply the corresponding feedback result of recording and optimize study, improve the matching degree for replying result and client.For example,
Client reply voice be A, including keyword be a, institute it is matched recording be S1 and S2, the feature of client include q1 and
Q2 can regard the feature of client, keyword, recording as input quantity, feedback result is as output quantity by empirical learning model
It is trained, to automatically learn by system, continues to optimize the matching relationship of recording and user, user's reply voice.
Certainly, the application can also update the matching degree of recording with keyword according to the feedback information of client, so that
The smooth degree with the communication of client is improved in system continuous self-teaching in the process of running.
By carrying out data extraction to transaction record, the customer information in transaction record is obtained, and believe according to the client
Breath is automatic to call the networking telephone to client's telephone calling request, after telephone connection is successfully established, according to the voice of client
The voice that content, Auto-matching and transmission are prerecorded does not need so that client pays a return visit can be automatically performed by system
Train or employ special Customer Service people, human cost and time cost greatly reduces, and pay a return visit process according to
The adaptive reply of the voice of client and objectively record, the factor and individual subjective factor that not will receive return visit personnel influence, are conducive to
Improve the quality paid a return visit.
Fig. 2 is the implementation process schematic diagram that a kind of smart client provided by the embodiments of the present application pays a return visit method, and details are as follows:
In step s 201, transaction record is obtained, customer information is extracted according to the transaction record；
It is automatic that the networking telephone is called to establish phone to client's transmission according to extracted customer information in step S202
The call request of connection；
In step S203, when telephone connection is successfully established, the voice content of client is obtained and parsed；
In step S204, according to the keyword for including in the voice content parsed, looked into the voice prerecorded
The matched voice of voice justice of the keyword is looked for and sent, and records the feedback information of client.
Step S201-S204, it is essentially identical with the step S101-S104 in Fig. 1, so here is no more repetition.
In step S205, the frequency, keyword and the visitor that are occurred according to the keyword for including in the voice content parsed
The weight corresponding relationship of family classification calculates the other weighted value of customer class corresponding to the voice content；
In step S206, according to weighted value calculated, client's classification of the client is determined.
In order to the customer information improved in transaction, the application further includes classifying to client's further progress, such as can
Client is divided into A, B, C, D, E etc..Wherein, influence classification factor may include keyword occur frequency, keyword with
Different clients class weight corresponding relationship.For example, the weight score value that keyword X may be client's classification A is 8, it may be client
The weight score value of classification B is 2, the keyword that can include in the content according to the voice that client is fed back and each key
The issuable classification score value of word determines that the highest classification of score value is the classification of the client.Wherein, client's classification may include
Interesting classification, neutral classification, classification of behaving badly etc..
Pass through the keyword and the other corresponding relationship of customer class in the application, during Intelligent dialogue, intelligent parsing
Client's classification, can in order to avoid Customer Service people subjective judgement factor influence, so as to more accurately to client's classification
It draws a portrait.
It certainly, can also be according to identified client's classification, further as the application further preferred embodiment
Call corresponding maintenance strategy.It, then can be with for example, determine that client is the client interesting to the product of transaction according to conversation content
The favor information of the product or similar products similar with the product in the transaction is pushed to user, to give Customer Shopping band
To facilitate.
Certainly, the application can also directly extract belonging to client when carrying out client's return visit according to historical record data
Client's classification is to search different recording when paying a return visit to engage in the dialogue according to historical record, i.e., selects to talk with according to the classification of client
When voice.Alternatively, during client pays a return visit, it can be according to content real-time update client's classification of return visit, and according to update
Client's classification, select voice communication process in recording.
Fig. 3 is the implementation process schematic diagram that another smart client provided by the embodiments of the present application pays a return visit method, and details are as follows:
In step S301, transaction record is obtained, customer information is extracted according to the transaction record；
In step s 302, automatic that the networking telephone is called to establish phone to client's transmission according to extracted customer information
The call request of connection；
In step S303, the voice data of client based on the received, the scene where when determining client's current talking；
In the voice data for receiving client, can include according to the content in customer voice, such as in voice content
" I am by bus " etc., determine client call when where scene, or can also according to the noise information in customer voice data,
The scene where client is determined according to noise characteristic.
In step s 304, corresponding noise characteristic data are searched according to the scene identified, it is special according to the noise of lookup
It levies data and noise processed is carried out to the voice of the user.
It, can be directly to the voice data of client according to the noise behavior in scene after the scene where client has been determined
In include similar noise be filtered processing so that the parsing of the voice data of client is more efficiently and accurately,
The fluency for being conducive to improve session, improves the communication efficiency intelligently paid a return visit.
In step S305, according to the keyword for including in the voice content parsed, looked into the voice prerecorded
The matched voice of voice justice of the keyword is looked for and sent, and records the feedback information of client.
The environment that the embodiment of the present application is currently located on the basis of Fig. 1, further by determining client, by determining
Environment carries out noise processed to the voice data of client, is conducive to the accuracy for improving speech analysis, improves session fluency.
Fig. 4 is the implementation process schematic diagram that another smart client provided by the embodiments of the present application pays a return visit method, and details are as follows:
In step S401, transaction record is obtained, customer information is extracted according to the transaction record；
It is automatic that the networking telephone is called to establish phone to client's transmission according to extracted customer information in step S402
The call request of connection；
In step S403, the voice data of client, determines crowd's class belonging to the client of current talking based on the received
Not；
Wherein, crowd's classification can be divided according to the region spoken, and can also be divided according to the age, root
Crowd's category division is carried out according to client, so as to effectively determine the habit spoken of client or common-use words etc..
In step s 404, according to the corresponding relationship of crowd's classification and speaker characteristics, corresponding speaker characteristics are called
Context resolution is carried out to the voice data.
In step S405, according to the keyword for including in the voice content parsed, looked into the voice prerecorded
The matched voice of voice justice of the keyword is looked for and sent, and records the feedback information of client.
The embodiment of the present application further carries out crowd's classification belonging to client in conversation procedure on the basis of Fig. 1
It divides, so that can effectively be parsed according to crowd's classification after division to voice content in resolving, improves parsing
Accuracy further increases the fluency of session.
It should be understood that the size of the serial number of each step is not meant that the order of the execution order in above-described embodiment, each process
Execution sequence should be determined by its function and internal logic, the implementation process without coping with the embodiment of the present application constitutes any limit
It is fixed.
Fig. 5 is a kind of structural schematic diagram of smart client playback appliances provided by the embodiments of the present application, and details are as follows:
The smart client playback appliances include:
Customer information extraction unit 501 extracts customer information according to the transaction record for obtaining transaction record；
Call request unit 502, for according to extracted customer information, the automatic calling networking telephone is sent to client to be built
The call request of vertical telephone connection；
Voice content resolution unit 503, in the voice for obtaining and parsing client when telephone connection is successfully established
Hold；
Voice match transmission unit 504, for prerecording according to the keyword for including in the voice content parsed
Voice in search and send the matched voice of voice justice of the keyword, and record the feedback information of client.
Preferably, the method also includes:
Weighted value computing unit, frequency, key for being occurred according to the keyword for including in the voice content parsed
Word and the other weight corresponding relationship of customer class, calculate the other weighted value of customer class corresponding to the voice content；
Client's classification determination unit, for determining client's classification of the client according to weighted value calculated.
It is corresponding to pay a return visit method with above-mentioned smart client for smart client playback appliances described in Fig. 5.
Fig. 6 is the schematic diagram for the smart client playback appliances that one embodiment of the application provides.As shown in fig. 6, the embodiment
Smart client playback appliances 6 include: processor 60, memory 61 and be stored in the memory 61 and can be at the place
The computer program 62 run on reason device 60, such as smart client pay a return visit program.The processor 60 executes the computer journey
Realize that above-mentioned each smart client pays a return visit the step in embodiment of the method when sequence 62, such as step 101 shown in FIG. 1 is to 103.Or
Person, the processor 60 realize the function of each module/unit in above-mentioned each Installation practice when executing the computer program 62,
Such as the function of module 501 to 503 shown in Fig. 5.
Illustratively, the computer program 62 can be divided into one or more module/units, it is one or
Multiple module/units are stored in the memory 61, and are executed by the processor 60, to complete the application.Described one
A or multiple module/units can be the series of computation machine program instruction section that can complete specific function, which is used for
Implementation procedure of the computer program 62 in the smart client playback appliances 6 is described.For example, the computer program 62
Customer information extraction unit, call request unit, voice content resolution unit and voice match transmission unit can be divided into,
Each unit concrete function is as follows:
Customer information extraction unit extracts customer information according to the transaction record for obtaining transaction record；
Call request unit, for according to extracted customer information, the automatic calling networking telephone is sent to client to be established
The call request of telephone connection；
Voice content resolution unit, for obtaining and parsing the voice content of client when telephone connection is successfully established；
Voice match transmission unit, for according to the keyword for including in the voice content parsed, what is prerecorded
The matched voice of voice justice of the keyword is searched and sent in voice, and records the feedback information of client.
The smart client playback appliances 6 can be desktop PC, notebook, palm PC and cloud server etc.
Calculate equipment.The smart client playback appliances may include, but be not limited only to, processor 60, memory 61.Those skilled in the art
Member is appreciated that Fig. 6 is only the example of smart client playback appliances 6, does not constitute the limit to smart client playback appliances 6
It is fixed, it may include perhaps combining certain components or different components, such as the intelligence than illustrating more or fewer components
Energy client playback appliances can also include input-output equipment, network access equipment, bus etc..
Alleged processor 60 can be central processing unit (Central Processing Unit, CPU), can also be
Other general processors, digital signal processor (Digital Signal Processor, DSP), specific integrated circuit
(Application Specific Integrated Circuit, ASIC), ready-made programmable gate array (Field-
Programmable Gate Array, FPGA) either other programmable logic device, discrete gate or transistor logic,
Discrete hardware components etc..General processor can be microprocessor or the processor is also possible to any conventional processor
Deng.
The memory 61 can be the internal storage unit of the smart client playback appliances 6, such as smart client is returned
Visit the hard disk or memory of equipment 6.The memory 61 is also possible to the External memory equipment of the smart client playback appliances 6,
Such as the plug-in type hard disk being equipped on the smart client playback appliances 6, intelligent memory card (Smart Media Card, SMC),
Secure digital (Secure Digital, SD) card, flash card (Flash Card) etc..Further, the memory 61 may be used also
With the internal storage unit both including the smart client playback appliances 6 or including External memory equipment.The memory 61 is used
Other programs and data needed for storing the computer program and the smart client playback appliances.The memory 61
It can be also used for temporarily storing the data that has exported or will export.
It is apparent to those skilled in the art that for convenience of description and succinctly, only with above-mentioned each function
Can unit, module division progress for example, in practical application, can according to need and by above-mentioned function distribution by different
Functional unit, module are completed, i.e., the internal structure of described device is divided into different functional unit or module, more than completing
The all or part of function of description.Each functional unit in embodiment, module can integrate in one processing unit, can also
To be that each unit physically exists alone, can also be integrated in one unit with two or more units, it is above-mentioned integrated
Unit both can take the form of hardware realization, can also realize in the form of software functional units.In addition, each function list
Member, the specific name of module are also only for convenience of distinguishing each other, the protection scope being not intended to limit this application.Above system
The specific work process of middle unit, module, can refer to corresponding processes in the foregoing method embodiment, and details are not described herein.
In the above-described embodiments, it all emphasizes particularly on different fields to the description of each embodiment, is not described in detail or remembers in some embodiment
The part of load may refer to the associated description of other embodiments.
Those of ordinary skill in the art may be aware that list described in conjunction with the examples disclosed in the embodiments of the present disclosure
Member and algorithm steps can be realized with the combination of electronic hardware or computer software and electronic hardware.These functions are actually
It is implemented in hardware or software, the specific application and design constraint depending on technical solution.Professional technician
Each specific application can be used different methods to achieve the described function, but this realization is it is not considered that exceed
Scope of the present application.
In embodiment provided herein, it should be understood that disclosed device/terminal device and method, it can be with
It realizes by another way.For example, device described above/terminal device embodiment is only schematical, for example, institute
The division of module or unit is stated, only a kind of logical function partition, there may be another division manner in actual implementation, such as
Multiple units or components can be combined or can be integrated into another system, or some features can be ignored or not executed.Separately
A bit, shown or discussed mutual coupling or direct-coupling or communication connection can be through some interfaces, device
Or the INDIRECT COUPLING or communication connection of unit, it can be electrical property, mechanical or other forms.
The unit as illustrated by the separation member may or may not be physically separated, aobvious as unit
The component shown may or may not be physical unit, it can and it is in one place, or may be distributed over multiple
In network unit.It can select some or all of unit therein according to the actual needs to realize the mesh of this embodiment scheme
's.
It, can also be in addition, each functional unit in each embodiment of the application can integrate in one processing unit
It is that each unit physically exists alone, can also be integrated in one unit with two or more units.Above-mentioned integrated list
Member both can take the form of hardware realization, can also realize in the form of software functional units.
If the integrated module/unit be realized in the form of SFU software functional unit and as independent product sale or
In use, can store in a computer readable storage medium.Based on this understanding, the application realizes above-mentioned implementation
All or part of the process in example method, can also instruct relevant hardware to complete, the meter by computer program
Calculation machine program can be stored in a computer readable storage medium, the computer program when being executed by processor, it can be achieved that on
The step of stating each embodiment of the method.Wherein, the computer program includes computer program code, the computer program
Code can be source code form, object identification code form, executable file or certain intermediate forms etc..Computer-readable Jie
Matter may include: can carry the computer program code any entity or device, recording medium, USB flash disk, mobile hard disk,
Magnetic disk, CD, computer storage, read-only memory (ROM, Read-Only Memory), random access memory (RAM,
Random Access Memory), electric carrier signal, telecommunication signal and software distribution medium etc..It should be noted that described
The content that computer-readable medium includes can carry out increasing appropriate according to the requirement made laws in jurisdiction with patent practice
Subtract, such as in certain jurisdictions, according to legislation and patent practice, computer-readable medium do not include be electric carrier signal and
Telecommunication signal.
Embodiment described above is only to illustrate the technical solution of the application, rather than its limitations；Although referring to aforementioned reality
Example is applied the application is described in detail, those skilled in the art should understand that: it still can be to aforementioned each
Technical solution documented by embodiment is modified or equivalent replacement of some of the technical features；And these are modified
Or replacement, the spirit and scope of each embodiment technical solution of the application that it does not separate the essence of the corresponding technical solution should all
Comprising within the scope of protection of this application.
Claims (10)
1. a kind of smart client pays a return visit method, which is characterized in that the smart client pays a return visit method and includes:
Transaction record is obtained, customer information is extracted according to the transaction record；
It is automatic that the networking telephone is called to send the call request for establishing telephone connection to client according to extracted customer information；
When telephone connection is successfully established, the voice content of client is obtained and parsed；
According to the keyword for including in the voice content parsed, is searched in the voice prerecorded and send the keyword
The matched voice of voice justice, and record the feedback information of client.
2. smart client according to claim 1 pays a return visit method, which is characterized in that described when telephone connection is successfully established
When, after the step of obtaining and parsing the voice content of client, the method also includes:
According to the frequency for the keyword appearance for including in the voice content parsed, keyword pass corresponding with the other weight of customer class
System, calculates the other weighted value of customer class corresponding to the voice content；
According to weighted value calculated, client's classification of the client is determined.
3. smart client according to claim 2 pays a return visit method, which is characterized in that the method also includes:
According to the corresponding relationship of preset customer type and maintenance strategy, corresponding dimension is executed to identified customer type
Shield strategy；
Or further include: according to the field feedback in maintenance strategy implementation procedure, update client's classification.
4. smart client according to claim 1 pays a return visit method, which is characterized in that the acquisition and the voice for parsing client
The step of content includes:
The voice data of client based on the received, the scene where when determining client's current talking；
Corresponding noise characteristic data are searched according to the scene identified, according to the noise characteristic data of lookup to the user's
Voice carries out noise processed.
5. smart client according to claim 1 pays a return visit method, which is characterized in that the acquisition and the voice for parsing client
The step of content includes:
The voice data of client based on the received determines crowd's classification belonging to the client of current talking；
According to the corresponding relationship of crowd's classification and speaker characteristics, corresponding speaker characteristics is called to carry out the voice data
Context resolution.
6. smart client according to claim 1 pays a return visit method, which is characterized in that the method also includes:
According to client for the feedback result of different voices, is updated to the keyword and matched voice relationship
It practises.
7. a kind of smart client playback appliances, which is characterized in that the smart client playback appliances include:
Customer information extraction unit extracts customer information according to the transaction record for obtaining transaction record；
Call request unit, for according to extracted customer information, the automatic calling networking telephone is sent to client to establish phone
The call request of connection；
Voice content resolution unit, for obtaining and parsing the voice content of client when telephone connection is successfully established；
Voice match transmission unit, for according to the keyword for including in the voice content parsed, in the voice prerecorded
Middle lookup and the matched voice of voice justice for sending the keyword, and record the feedback information of client.
8. smart client playback appliances according to claim 7, which is characterized in that the method also includes:
Weighted value computing unit, for according to include in the voice content parsed keyword occur frequency, keyword with
The other weight corresponding relationship of customer class, calculates the other weighted value of customer class corresponding to the voice content；
Client's classification determination unit, for determining client's classification of the client according to weighted value calculated.
9. a kind of smart client playback appliances, including memory, processor and storage are in the memory and can be described
The computer program run on processor, which is characterized in that the processor realizes such as right when executing the computer program
It is required that the step of any one of 1 to 5 smart client pays a return visit method.
10. a kind of computer readable storage medium, the computer-readable recording medium storage has computer program, and feature exists
In realizing that smart client pays a return visit method as described in any one of claim 1 to 5 when the computer program is executed by processor
Step.
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