CN109327631A - A kind of artificial customer service system of intelligence - Google Patents
A kind of artificial customer service system of intelligence Download PDFInfo
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- CN109327631A CN109327631A CN201811247259.0A CN201811247259A CN109327631A CN 109327631 A CN109327631 A CN 109327631A CN 201811247259 A CN201811247259 A CN 201811247259A CN 109327631 A CN109327631 A CN 109327631A
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- 230000006854 communication Effects 0.000 claims abstract description 35
- 230000015654 memory Effects 0.000 claims abstract description 35
- 238000004891 communication Methods 0.000 claims abstract description 32
- 230000036651 mood Effects 0.000 claims description 17
- 238000006243 chemical reaction Methods 0.000 claims description 3
- 238000010295 mobile communication Methods 0.000 claims description 3
- 230000008447 perception Effects 0.000 claims description 3
- 241000209140 Triticum Species 0.000 claims 1
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- 238000000034 method Methods 0.000 description 11
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Classifications
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
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- G—PHYSICS
- G08—SIGNALLING
- G08B—SIGNALLING OR CALLING SYSTEMS; ORDER TELEGRAPHS; ALARM SYSTEMS
- G08B21/00—Alarms responsive to a single specified undesired or abnormal condition and not otherwise provided for
- G08B21/18—Status alarms
- G08B21/24—Reminder alarms, e.g. anti-loss alarms
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/26—Speech to text systems
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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
- 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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- Health & Medical Sciences (AREA)
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- Business, Economics & Management (AREA)
- Audiology, Speech & Language Pathology (AREA)
- Acoustics & Sound (AREA)
- Multimedia (AREA)
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- Hospice & Palliative Care (AREA)
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- Child & Adolescent Psychology (AREA)
- Marketing (AREA)
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Abstract
The present invention provides a kind of artificial customer service system of intelligence comprising: voice acquisition module, data memory module, speech analysis module and display module；Wherein, voice acquisition module is used to acquire contact staff and voice messaging when customer communication, and voice messaging is stored in data memory module；Data memory module is reminded for storing the relevant professional knowledge of industry and words art, and voice messaging is sent to speech analysis module；Speech analysis module is used to carry out speech analysis to voice messaging, and result of voice analysis is stored in data memory module；Display module is for showing voice messaging, result of voice analysis, reminding with the matched professional knowledge of problem list and words art.The artificial customer service system of the intelligence provided according to the present invention, the service quality that contact staff can be improved is high, high at single rate.
Description
Technical field
The invention belongs to customer service technical field more particularly to a kind of artificial customer service systems of intelligence.
Background technique
With network, communication, the rapid development of computer technology, enterprise shows electronization, long-range, virtualization, net
The characteristics of network, communication and dialogue between client and enterprise are also developed by aspectant consulting, exchange based on network, electricity
The exchange and conmmunication of the long-range means such as words.Therefore, it is important to become interact with user one of enterprise for the client service center based on phone
Approach.
However, artificial customer service system in the prior art, the problem of client questions is all often the professional problem of comparison, and
The professional ability that each artificial customer service is limited by itself is horizontal, and the ability for answering customer issue is irregular, affects service
Quality leads into single rate decline.
Summary of the invention
The present invention be solve in the prior art artificial customer service system service quality it is low, at the low technical problem of single rate, provide
The service quality of a kind of artificial customer service system of intelligence, the artificial customer service system of the intelligence is high, high at single rate.
For this purpose, the present invention provides a kind of artificial customer service system of intelligence comprising: voice acquisition module, data memory module,
Speech analysis module and display module；Wherein,
The voice acquisition module is used to acquire contact staff and voice messaging when customer communication, and by collected language
Message breath is stored in the data memory module；
The data memory module is reminded for storing the relevant professional knowledge of industry and words art, and the voice stored
Information is sent to the speech analysis module；
The speech analysis module is used to carry out speech analysis to the voice messaging, and result of voice analysis is stored in
In the data memory module, the speech analysis includes language and characters conversion, the analysis of meaning of one's words mood and problem prediction, institute
Stating result of voice analysis includes text information, meaning of one's words mood analysis result and the problem list that language and characters convert；
The display module is for showing the voice messaging, the result of voice analysis and described problem list match
Professional knowledge and words art remind.
In some embodiments of the invention, the voice acquisition module be mobile communication equipment with microphone or
Fixed telecommunication equipment.
It in some embodiments of the invention, further include switching module, the switching module is for switching current customer service people
Member.
In some embodiments of the invention, the switching module links up the switching with communication text for voice.
In some embodiments of the invention, when the memory module is also used to store the contact staff and customer communication
Voice messaging, the display module may also display the contact staff and voice messaging when customer communication.
It in some embodiments of the invention, further include historical analysis module, for analyzing and recording all contact staff
With voice messaging when customer communication, and the voice messaging is sent to the data memory module.
In some embodiments of the invention, the voice messaging include link up time, communication duration, link up ask
The audio file of the result, communication inscribe, linked up.
In some embodiments of the invention, the display module shows the text information, sets on the text information
It is equipped with information alert pop-up, the information in the information alert pop-up is the information of data memory module storage.
In some embodiments of the invention, the display module is big by the font color of the text information, font
The analysis of the small display meaning of one's words mood as a result, so as to artificial customer service client perception mood.
The artificial customer service system of the intelligence provided according to the present invention, by data memory module store professional knowledge (for example, with
The relevant professional technique problem of the industry and its answer, profession words art prompting etc.), client can be predicted by speech analysis module
Want the professional technique problem known, it in turn, will be if these professional technique problems and answer and correlation by display module
Art prompting is intuitively shown to artificial customer service, in turn, the professional problem for the answer client that artificial customer service can be more preferable, more professional,
Meanwhile speech analysis module can also analyze the meaning of one's words mood of client, and remind artificial customer service by display module, in turn,
The artificial customer service system of intelligence provided by the invention can greatly improve the service quality of artificial customer service, improve into single rate.
Additional aspect and advantage of the invention will be set forth in part in the description, and will partially become from the following description
Obviously, or practice through the invention is recognized.
Detailed description of the invention
Fig. 1 is the structural schematic block diagram of the artificial customer service system of intelligence provided by one embodiment of the present invention.
Specific embodiment
In order to which the technical problems, technical solutions and beneficial effects solved by the present invention is more clearly understood, below in conjunction with
Accompanying drawings and embodiments, the present invention will be described in further detail.It should be appreciated that specific embodiment described herein is only used
To explain the present invention, it is not intended to limit the present invention.
As shown in Figure 1, a specific embodiment of the invention provides a kind of artificial customer service system of intelligence comprising: language
Sound acquisition module, data memory module, speech analysis module and display module.
Specifically, the voice acquisition module is used to acquire contact staff and voice messaging when customer communication, and will
Collected voice messaging is stored in the data memory module.
It is understood that voice when can acquire contact staff and customer communication by various existing devices is believed
Breath, it is not specifically limited to this by the present invention.For example, the voice acquisition module be mobile communication equipment with microphone or
Fixed telecommunication equipment can carry out voice collecting to the communication process between client and artificial customer service.
It can also be appreciated that the voice messaging of acquisition is not limited to the audio of the communication between client and artificial customer service
File can also acquire the various information in client and human customer's communication process while acquiring audio file, including,
But it is not limited to, time of communication, the duration of communication, the problem of linking up, result of communication etc..
In turn, above-mentioned various information are stored by data memory module, i.e., by the time of communication, the duration of communication, ditch
The result of logical problem, communication, the audio files storage of communication are in the data memory module.
It is relevant that industry is also stored in the artificial customer service system of intelligence provided by the invention, in the data memory module
Professional knowledge (for example, the technical problem and answer related to the industry) and words art are reminded.It is understood that according to industry
Difference, the professional knowledge of storage and words art prompting be not also identical, for example, shielding in industry outdoors, industry relevant professional knowledge
Include, but are not limited to the various knowledge such as outdoor-screen installation, maintenance, maintenance, lease, price, supplier's qualification.
After voice messaging is stored in data memory module, the voice messaging that data memory module is stored is sent
To the speech analysis module, so that speech analysis module analyzes voice messaging, and result of voice analysis is stored in
In the data memory module；The speech analysis includes language and characters conversion, the analysis of meaning of one's words mood and problem prediction, institute
Stating result of voice analysis includes text information, meaning of one's words mood analysis result and the problem list that language and characters convert.
It is understood that the method for speech analysis can use method commonly used in the art, as long as audio text can be obtained
The text information of part, the meaning of one's words mood analysis result of client and the prediction possible asked questions list of client, the present invention
It is not specifically limited to this.
After analysis obtains result of voice analysis, display module can show the voice messaging, the speech analysis knot
Fruit is reminded with the professional knowledge of described problem list match and words art, and in turn, contact staff can be intuitively in display module
The problem of time, the duration, client of communication are seen in (for example, display screen) and the professional knowledge to match with problem answer and
It talks about art to remind, while facilitating contact staff, answer is more professional, rapid, substantially increases the quality of service.
Further, in some embodiments of the invention, the artificial customer service system of the intelligence further includes switching module, described
Switching module is for switching current contact staff.In practical communication process, the professional ability that often there is current customer service has
The case where limit, in this embodiment, can attempt to link up with client in turn, other contact staff can be by switching mould
Block intervention, improves the quality of service.
Further, for convenience of other contact staff, in some embodiments of the invention, the memory module is also used to
The voice messaging when contact staff and customer communication is stored, the display module may also display the contact staff and client
Voice messaging when exchange.In turn, after other customer services intervention, this artificial customer service can be browsed in display module
All voice messagings, such as text entry repeat problem without client.It is, of course, understood that switching module can be with
Speech-to-text customer service function or text-to-speech customer service function are provided, the communication of client and contact staff are facilitated.
It can also be appreciated that the concrete methods of realizing and principle of other customer services intervention and sound/character switching are
Known to one of skill in the art, the present invention repeats no more this.
Further, in some embodiments of the invention, the artificial customer service system of intelligence provided by the invention further includes going through
History analysis module, the voice messaging for analyzing and recording all contact staff and when customer communication, and by the voice messaging
It is sent to the data memory module, speech analysis module can also carry out speech analysis for all history voice messagings.In turn,
By the way that historical analysis module is arranged, technical support and help can be provided for later artificial customer service.
In some embodiments of the invention, the display module shows the text information, sets on the text information
It is equipped with information alert pop-up, the information in the information alert pop-up is the information of data memory module storage.In turn, pass through letter
Breath prompt pop-up can be convenient contact staff and check the relevant information stored in data memory module.
It is understood that display module can pass through after speech analysis module analysis obtains the meaning of one's words mood of client
Various ways and means prompt contact staff, and it is not specifically limited to this by the present invention.In some embodiments of the invention, described
Display module shows the meaning of one's words mood analysis as a result, so as to artificial by the font color of the text information, font size
The mood of customer service client perception.For example, can indicate different moods by different colours, different font sizes reminds customer service
Personnel answer considerable place.
It is understood that in the artificial customer service system of intelligence provided in various embodiments of the present invention various modules (such as:
Sound acquisition module, data memory module, speech analysis module and display module etc.) it can be each independent module, it can also
To be that modules are integrated in some module or multiple modules, it is not specifically limited to this by the present invention.
Likewise, the various modules in the artificial customer service system system of the intelligence provided in various embodiments of the present invention can pass through
Various means are realized, for example, can be realized by smart machines such as computer, mobile phones.In the smart machines such as computer, mobile phone
By various memories, processor and store the computer program that can be run in the memory and on the processor
(various embodiments of the present invention may be implemented when executing the computer program in the processor) is realized.
It can also be appreciated that how to acquire voice messaging, how to store information in data memory module, how
It carries out speech analysis and how to show information in display module, can be realized using various common methods, this hair
It is bright that it is not specifically limited to this.
The artificial customer service system of the intelligence provided according to the present invention, by data memory module store professional knowledge (for example, with
The relevant professional technique problem of the industry and its answer, profession words art prompting etc.), client can be predicted by speech analysis module
Want the professional technique problem known, it in turn, will be if these professional technique problems and answer and correlation by display module
Art prompting is intuitively shown to artificial customer service, in turn, the professional problem for the answer client that artificial customer service can be more preferable, more professional,
Meanwhile speech analysis module can also analyze the meaning of one's words mood of client, and remind artificial customer service by display module, in turn,
The artificial customer service system of intelligence provided by the invention can greatly improve the service quality of artificial customer service, improve into single rate.
In the description of this specification, reference term " one embodiment ", " some embodiments ", " illustrative examples ",
The description of " example ", " specific example " or " some examples " etc. means specific features described in conjunction with this embodiment or example, knot
Structure, material or feature are included at least one embodiment or example of the invention.In the present specification, to above-mentioned term
Schematic representation may not refer to the same embodiment or example.Moreover, specific features, structure, material or the spy of description
Point can be combined in any suitable manner in any one or more of the embodiments or examples.
Although an embodiment of the present invention has been shown and described, it will be understood by those skilled in the art that: not
A variety of change, modification, replacement and modification can be carried out to these embodiments in the case where being detached from the principle of the present invention and objective, this
The range of invention is defined by the claims and their equivalents.
Claims (9)
1. a kind of artificial customer service system of intelligence characterized by comprising voice acquisition module, data memory module, speech analysis
Module and display module；Wherein,
The voice acquisition module is used to acquire voice messaging when contact staff and customer communication, and collected voice is believed
Breath is stored in the data memory module；
The data memory module is reminded for storing the relevant professional knowledge of industry and words art, and the voice messaging stored
It is sent to the speech analysis module；
The speech analysis module is used to carry out the voice messaging speech analysis, and result of voice analysis is stored in described
In data memory module, the speech analysis includes language and characters conversion, the analysis of meaning of one's words mood and problem prediction, institute's predicate
Cent analysis result includes text information, meaning of one's words mood analysis result and the problem list that language and characters convert；
The display module is for showing the voice messaging, result of voice analysis, special with described problem list match
Industry knowledge and words art are reminded.
2. the artificial customer service system of intelligence according to claim 1, which is characterized in that the voice acquisition module is with wheat
The mobile communication equipment or fixed telecommunication equipment of gram wind.
3. the artificial customer service system of intelligence according to claim 1, which is characterized in that it further include switching module, the switching
Module is for switching current contact staff.
4. the artificial customer service system of intelligence according to claim 3, which is characterized in that the switching module is linked up for voice
With the switching of communication text.
5. the artificial customer service system of intelligence according to claim 3, which is characterized in that the memory module is also used to store institute
Voice messaging when contact staff and customer communication is stated, when the display module may also display the contact staff and customer communication
Voice messaging.
6. the artificial customer service system of intelligence according to claim 5, which is characterized in that further include historical analysis module, be used for
Voice messaging when all contact staff and customer communication is analyzed and recorded, and the voice messaging is sent to the data and is deposited
Store up module.
7. -6 any artificial customer service system of intelligence according to claim 1, which is characterized in that the voice messaging includes ditch
The duration of logical time, communication, the problem of linking up, the result of communication, communication audio file.
8. the artificial customer service system of intelligence according to claim 7, which is characterized in that the display module shows the text
Information is provided with information alert pop-up on the text information, and the information in the information alert pop-up is data memory module
The information of storage.
9. the artificial customer service system of intelligence according to claim 8, which is characterized in that the display module passes through the text
The font color of information, font size show meaning of one's words mood analysis as a result, so as to artificial customer service client perception mood.
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Cited By (9)
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| CN109819122A (en) * | 2019-03-12 | 2019-05-28 | 安徽赛迪信息技术有限公司 | A kind of customer information analysis system |
| CN110099181A (en) * | 2019-05-24 | 2019-08-06 | 江西尚通科技发展股份有限公司 | 400 phone call methods of enterprise marketing mode |
| CN110149447A (en) * | 2019-05-24 | 2019-08-20 | 江西尚通科技发展股份有限公司 | 400 phone call methods of enterprise marketing mode |
| CN110351444A (en) * | 2019-06-20 | 2019-10-18 | 杭州智飘网络科技有限公司 | A kind of intelligent sound customer service system |
| CN110473549A (en) * | 2019-08-21 | 2019-11-19 | 北京智合大方科技有限公司 | A kind of voice dialogue analysis system, method and storage medium |
| CN111104505A (en) * | 2019-12-30 | 2020-05-05 | 浙江阿尔法人力资源有限公司 | Information prompting method, device, equipment and storage medium |
| CN112308490A (en) * | 2020-11-02 | 2021-02-02 | 上海寻梦信息技术有限公司 | Method, device, electronic equipment and storage medium for providing online customer service |
| CN112837039A (en) * | 2021-02-07 | 2021-05-25 | 重庆满集网络科技有限公司 | Business training management method and system |
| TWI815090B (en) * | 2021-02-25 | 2023-09-11 | 玉山商業銀行股份有限公司 | Service system and service information providing method |
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| CN109819122A (en) * | 2019-03-12 | 2019-05-28 | 安徽赛迪信息技术有限公司 | A kind of customer information analysis system |
| CN110099181A (en) * | 2019-05-24 | 2019-08-06 | 江西尚通科技发展股份有限公司 | 400 phone call methods of enterprise marketing mode |
| CN110149447A (en) * | 2019-05-24 | 2019-08-20 | 江西尚通科技发展股份有限公司 | 400 phone call methods of enterprise marketing mode |
| CN110351444A (en) * | 2019-06-20 | 2019-10-18 | 杭州智飘网络科技有限公司 | A kind of intelligent sound customer service system |
| CN110473549A (en) * | 2019-08-21 | 2019-11-19 | 北京智合大方科技有限公司 | A kind of voice dialogue analysis system, method and storage medium |
| CN111104505A (en) * | 2019-12-30 | 2020-05-05 | 浙江阿尔法人力资源有限公司 | Information prompting method, device, equipment and storage medium |
| CN111104505B (en) * | 2019-12-30 | 2023-08-25 | 浙江阿尔法人力资源有限公司 | Information prompting method, device, equipment and storage medium |
| CN112308490A (en) * | 2020-11-02 | 2021-02-02 | 上海寻梦信息技术有限公司 | Method, device, electronic equipment and storage medium for providing online customer service |
| CN112837039A (en) * | 2021-02-07 | 2021-05-25 | 重庆满集网络科技有限公司 | Business training management method and system |
| CN112837039B (en) * | 2021-02-07 | 2023-08-08 | 重庆满集网络科技有限公司 | Business training management method and system |
| TWI815090B (en) * | 2021-02-25 | 2023-09-11 | 玉山商業銀行股份有限公司 | Service system and service information providing method |
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