CN110324499A - A kind of monitoring method of voice communication, apparatus and system - Google Patents
A kind of monitoring method of voice communication, apparatus and system Download PDFInfo
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- CN110324499A CN110324499A CN201910617277.1A CN201910617277A CN110324499A CN 110324499 A CN110324499 A CN 110324499A CN 201910617277 A CN201910617277 A CN 201910617277A CN 110324499 A CN110324499 A CN 110324499A
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- 238000004891 communication Methods 0.000 title claims abstract description 29
- 238000012544 monitoring process Methods 0.000 title claims abstract description 29
- 238000012806 monitoring device Methods 0.000 claims abstract description 128
- 238000006243 chemical reaction Methods 0.000 claims abstract description 6
- 238000012545 processing Methods 0.000 claims description 23
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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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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
- H04M3/2281—Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
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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
- H04M3/42221—Conversation recording systems
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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
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Abstract
This application provides a kind of monitoring methods of voice communication, apparatus and system.The described method includes: after caller device initiates call request, monitoring device can receive the call request before called equipment, if the mark of caller device is not in blacklist, monitoring device can also record to the call generated between caller device and called equipment, and recording file can be converted into text information, if the matching degree between text information and preset harassing and wrecking keyword is greater than or equal to first threshold, the mark of caller device can then be stored into blacklist, so, after carrying the call request of mark of the caller device monitored device receive again, monitoring device can refuse the call request, the case where so as to avoid contact staff from frequently hearing harassing call, and then the inlet wire of harassing call can be greatly reduced, improve inlet wire conversion ratio, and it can be taken from phone Root of being engaged in improves corporate income.
Description
Technical field
This application involves voice communication technology field, in particular to a kind of monitoring method of voice communication, apparatus and system.
Background technique
Customer service, major embodiment is a kind of with customer satisfaction be guiding values, it is in the broadest sense, any to improve visitor
The content of family satisfaction belongs to the range of customer service.The mode of customer service has very much, currently, phone customer service be using compared with
For a kind of extensive method of service.
Due to phone customer service towards customer group it is vast, can inevitably be connected to harassing call, influence contact staff's
Working efficiency.Also, in the prior art, contact staff generally use fixed-line telephone answer client initiation call request, by
In the limitation of the hardware device of fixed-line telephone, it is difficult that blacklist mode is arranged in fixed-line telephone, therefore, at present still without one kind
Feasible mode, the case where capable of preventing contact staff from frequently hearing harassing call.
Based on this, a kind of monitoring method of voice communication is needed at present, it is frequent for solving contact staff in the prior art
The problem of hearing harassing call.
Summary of the invention
This application provides a kind of monitoring method of voice communication, apparatus and system, can be used for solving in the prior art
Contact staff frequently hears the technical issues of harassing call.
In a first aspect, the embodiment of the present application provides a kind of monitoring method of voice communication, which comprises
Monitoring device receives the call request that caller device is initiated, and the call request includes the mark of caller device；
The monitoring device is if it is determined that the mark of the caller device not in blacklist, then turns the call request
Issue called equipment；
The monitoring device records to the call generated between the caller device and the called equipment, generates record
Sound file；
The recording file is converted into text information by the monitoring device；
If the matching degree between the text information and preset harassing and wrecking keyword is greater than or equal to first threshold, institute
Monitoring device is stated to store the mark of the caller device into blacklist.
Using the above method, after caller device initiates call request, monitoring device can receive before called equipment
To the call request, by judging the identifying whether in blacklist of caller device that the call request carries, to determine whether
It needs for the call request to be transmitted to called equipment, be asked so as to avoid called equipment from hearing the call in blacklist
It asks.Further, even if the mark of caller device is not in blacklist, monitoring device can also be to caller device and called equipment
Between the call that generates record, and recording file can be converted into text information, if text information with it is preset
The matching degree harassed between keyword is greater than or equal to first threshold, then can store the mark of caller device to blacklist
In, in this way, after carrying the call request of mark of the caller device monitored device receives again, monitoring device can be with
Refuse the call request, the case where so as to avoid contact staff from frequently hearing harassing call, and then can significantly subtract
The inlet wire of few harassing call improves inlet wire conversion ratio, and can improve corporate income from telephone service root.
In a kind of possible embodiment, after the monitoring device generates recording file, by the recording file
It is converted into before text information, the method also includes:
The monitoring device judges between the caller device and the called equipment according to the duration of the recording file
Whether the call of generation is short call, if the call generated between the caller device and the called equipment is short call,
The recording file is then converted into text information；Wherein, the short call refers to that the duration of call is less than the call of preset duration.
It using the above method, allows in the case where sending a telegram here substantial amounts, for harassing type, contact staff is usual
It is that the harassing call will be hung up after of short duration communication.Based on this, recording file is being converted into text by the embodiment of the present application
When information, the corresponding recording file of short call can be converted only so as to mitigate the switching to pressure of monitoring device and improve monitoring
The working efficiency of equipment.
In a kind of possible embodiment, if the matching degree between the text information and preset harassing and wrecking keyword
More than or equal to first threshold, then the monitoring device stores the mark of the caller device into blacklist, comprising:
If the matching degree between the text information and preset harassing and wrecking keyword is greater than or equal to first threshold, and institute
It states matching degree between text information and preset business keyword and is less than second threshold, then the monitoring device is by the caller
The mark of equipment is stored into blacklist.
In this way, the accuracy rate that monitoring device judges harassing call can be improved.
In a kind of possible embodiment, the method also includes:
If the matching degree between the text information and preset business keyword is greater than or equal to second threshold, and institute
It states the number that preset business keyword occurs in the text information and is greater than or equal to third threshold value, then the monitoring device
The business keyword that frequency of occurrence is greater than or equal to third threshold value is stored as client's information for intention.
The intention of client is analyzed in this way, being conducive to administrative staff, so as to preferably be offering customers service.
In a kind of possible embodiment, the monitoring device by the recording file be converted into text information it
Afterwards, the method also includes:
If the matching degree between the text information and preset violation keyword is greater than or equal to the 4th threshold value, institute
State the mark that monitoring device obtains and records the staff using the called equipment.
Using the above method, monitoring device can also by monitoring the call generated between caller device and called equipment,
Judge whether the service of contact staff violation situation occurs, so as to preferably promoting customer service quality, be client with
Carry out better customer service experience；Also, can also the customer service low to violation operation or efficiency of service effectively managed, Jin Eryou
Help be promoted the service quality of entire customer service team.
In a kind of possible embodiment, if the matching degree between the text information and preset harassing and wrecking keyword
More than or equal to first threshold, then the monitoring device stores the mark of the caller device into blacklist, comprising:
If the matching degree between the text information and preset harassing and wrecking keyword is greater than or equal to first threshold, institute
Monitoring device is stated according to the text information and the preset matching degree harassed between keyword and preset harassing and wrecking keyword
Matching degree and the corresponding relationship for forbidding duration, determine that the caller device is corresponding and forbid duration；
The monitoring device forbids duration to store to black for the mark of the caller device and the caller device are corresponding
List；
The method also includes:
Duration is forbidden to expire if it is determined that the caller device is corresponding, then the monitoring device is by the caller device
Mark is deleted from blacklist.
In this way, it can be improved anti-harassment accuracy rate, improve the mark of the caller device normally using effect
Rate, avoid the occurrence of the caller device identifies situation about after returning normally still in blacklist.
Second aspect, the embodiment of the present application provide a kind of monitoring device of voice communication, and described device includes:
Receiving unit, for receiving the call request of caller device initiation, the call request includes the mark of caller device
Know；
Processing unit, for if it is determined that the mark of the caller device not in blacklist, then by the call request
It is transmitted to called equipment；And record to the call generated between the caller device and the called equipment, generate record
Sound file；And the recording file is converted into text information；And if the text information and preset harassing and wrecking are closed
Matching degree between keyword is greater than or equal to first threshold, then stores the mark of the caller device into blacklist.
In a kind of possible embodiment, the processing unit is after generating recording file, by the recording file
It is converted into before text information, is also used to:
According to the duration of the recording file, judge that the call generated between the caller device and the called equipment is
No is short call, if the call generated between the caller device and the called equipment is short call, by the recording
File is converted into text information；Wherein, the short call refers to that the duration of call is less than the call of preset duration.
In a kind of possible embodiment, the processing unit is specifically used for:
If the matching degree between the text information and preset harassing and wrecking keyword is greater than or equal to first threshold, and institute
The matching degree stated between text information and preset business keyword is less than second threshold, then deposits the mark of the caller device
Storage is into blacklist.
In a kind of possible embodiment, the processing unit is also used to:
If the matching degree between the text information and preset business keyword is greater than or equal to second threshold, and institute
It states the number that preset business keyword occurs in the text information and is greater than or equal to third threshold value, then it is frequency of occurrence is big
It is stored as client's information for intention in or equal to the business keyword of third threshold value.
In a kind of possible embodiment, the processing unit by the recording file be converted into text information it
Afterwards, it is also used to:
If the matching degree between the text information and preset violation keyword is greater than or equal to the 4th threshold value, institute
State the mark that monitoring device obtains and records the staff using the called equipment.
In a kind of possible embodiment, the processing unit is specifically used for:
If the matching degree between the text information and preset harassing and wrecking keyword is greater than or equal to first threshold, root
According to the text information and it is preset harassing and wrecking keyword between matching degree and preset harassing and wrecking Keywords matching degree with forbid
The corresponding relationship of duration determines that the caller device is corresponding and forbids duration；And by the mark of the caller device and described
Caller device is corresponding to forbid duration to store to blacklist；
The processing unit is also used to:
Duration is forbidden to expire if it is determined that the caller device is corresponding, then by the mark of the caller device from blacklist
Middle deletion.
The third aspect, the embodiment of the present application provide a kind of monitoring system of voice communication, the system comprises monitoring device,
Caller device and called equipment；The monitoring device is connect with the caller device and the called equipment respectively；
The caller device, for initiating call request, the call request includes the mark of caller device；
The monitoring device, for receiving the call request of caller device initiation；And, if it is determined that the caller device
Mark not in blacklist, then the call request is transmitted to called equipment；And to the caller device and the quilt
It makes the call generated between equipment record, generates recording file；And the recording file is converted into text information；
And if the matching degree between the text information and preset harassing and wrecking keyword is greater than or equal to first threshold, by institute
The mark for stating caller device is stored into blacklist；
The called equipment, for receiving the call request of the monitoring device forwarding.
In a kind of possible embodiment, the monitoring device is also used to:
According to the duration of the recording file, judge that the call generated between the caller device and the called equipment is
No is short call, if the call generated between the caller device and the called equipment is short call, by the recording
File is converted into text information；Wherein, the short call refers to that the duration of call is less than the call of preset duration.
In a kind of possible embodiment, the monitoring device is specifically used for:
If the matching degree between the text information and preset harassing and wrecking keyword is greater than or equal to first threshold, and institute
The matching degree stated between text information and preset business keyword is less than second threshold, then deposits the mark of the caller device
Storage is into blacklist.
In a kind of possible embodiment, the monitoring device is also used to:
If the matching degree between the text information and preset business keyword is greater than or equal to second threshold, and institute
It states the number that preset business keyword occurs in the text information and is greater than or equal to third threshold value, then it is frequency of occurrence is big
It is stored as client's information for intention in or equal to the business keyword of third threshold value.
In a kind of possible embodiment, the monitoring device is also used to:
If the matching degree between the text information and preset violation keyword is greater than or equal to the 4th threshold value, institute
State the mark that monitoring device obtains and records the staff using the called equipment.
In a kind of possible embodiment, the monitoring device is specifically used for:
If the matching degree between the text information and preset harassing and wrecking keyword is greater than or equal to first threshold, root
According to the text information and it is preset harassing and wrecking keyword between matching degree and preset harassing and wrecking Keywords matching degree with forbid
The corresponding relationship of duration determines that the caller device is corresponding and forbids duration；And by the mark of the caller device and described
Caller device is corresponding to forbid duration to store to blacklist；
The monitoring device is also used to:
Duration is forbidden to expire if it is determined that the caller device is corresponding, then by the mark of the caller device from blacklist
Middle deletion.
Fourth aspect, the embodiment of the present application also provide a kind of device, which, which has, realizes voice as described above
The function of the monitoring method of call.The function can execute corresponding software realization by hardware, in a kind of possible design,
The device includes: processor, transceiver, memory；The memory is for storing computer executed instructions, and the transceiver is for real
Now the device is communicated with other communication entities, which is connect with the memory by the bus, when the device is run
When, which executes the computer executed instructions of memory storage, so that the device executes network as described above
The dispositions method of slice.
5th aspect, the embodiment of the present application also provide a kind of computer storage medium, store software in the storage medium
Program, the software program realize institute in above-mentioned various possible implementations when being read and executed by one or more processors
The monitoring method of the voice communication of description.
6th aspect, the embodiment of the present application also provides a kind of computer program product comprising instruction, when it is in computer
When upper operation, so that computer executes the monitoring method of voice communication described in above-mentioned various possible implementations.
Detailed description of the invention
Fig. 1 is a kind of structural schematic diagram of the applicable system of the embodiment of the present application；
Fig. 2 is flow diagram corresponding to a kind of monitoring method of voice communication provided by the embodiments of the present application；
Fig. 3 is flow diagram corresponding to the monitoring method of another voice communication provided by the embodiments of the present application；
Fig. 4 is a kind of structural schematic diagram of the monitoring device of voice communication provided by the embodiments of the present application.
Specific embodiment
To keep the purposes, technical schemes and advantages of the application clearer, below in conjunction with attached drawing to the application embodiment party
Formula is described in further detail.
The possible system architecture for combining Fig. 1 to be applicable in the embodiment of the present application first below is introduced.
Referring to FIG. 1, its structural schematic diagram for illustrating a kind of applicable system of the embodiment of the present application.The system
100 may include monitoring device 101, multiple caller devices (such as caller device 1021, caller device 1022 shown in Fig. 1
With caller device 1023) and at least one called equipment (such as equipment 1031 and called equipment are called shown in Fig. 1
1032)。
Wherein, caller device is the side made a phone call；Called equipment is to receive a side of phone；Monitoring device is used for
Whether the dialog context between real-time monitoring caller device and called equipment is abnormal, and caller device is intercepted when noting abnormalities
With the call between called equipment.
Based on system architecture shown in FIG. 1, Fig. 2 illustrates a kind of voice communication provided by the embodiments of the present application
Flow diagram corresponding to monitoring method.As shown in Fig. 2, specifically comprising the following steps:
Step 201, monitoring device receives the call request that caller device is initiated.
Step 202, monitoring device judges the identifying whether in blacklist of caller device, if the mark of caller device exists
In blacklist, 203 are thened follow the steps；Otherwise, step 204 is executed.
Step 203, the call request that monitoring device refusal caller device is initiated.
Step 204, call request is transmitted to called equipment by monitoring device.
Step 205, monitoring device records to the call generated between caller device and called equipment, generates recording text
Part.
Step 206, recording file is converted into text information by monitoring device.
Step 207, monitoring device judge text information and it is preset harassing and wrecking keyword between matching degree whether be greater than or
Equal to first threshold, if the matching degree between text information and preset harassing and wrecking keyword is greater than or equal to first threshold,
Execute step 208；Otherwise, return step 201.
Step 208, monitoring device stores the mark of caller device into blacklist.
Using the above method, after caller device initiates call request, monitoring device can receive before called equipment
To the call request, by judging the identifying whether in blacklist of caller device that the call request carries, to determine whether
It needs for the call request to be transmitted to called equipment, be asked so as to avoid called equipment from hearing the call in blacklist
It asks.Further, even if the mark of caller device is not in blacklist, monitoring device can also be to caller device and called equipment
Between the call that generates record, and recording file can be converted into text information, if text information with it is preset
The matching degree harassed between keyword is greater than or equal to first threshold, then can store the mark of caller device to blacklist
In, in this way, after carrying the call request of mark of the caller device monitored device receives again, monitoring device can be with
Refuse the call request, the case where so as to avoid contact staff from frequently hearing harassing call, and then can significantly subtract
The inlet wire of few harassing call improves inlet wire conversion ratio, and can improve corporate income from telephone service root.
Specifically, in step 201, the call request that caller device is initiated may include the mark of caller device.
The mark of caller device can be the number of caller device, for example, when caller device is mobile phone, the mark of caller device
Knowledge can be cell-phone number；When caller device is fixed-line telephone, the mark of caller device can be fixed line number.
The mark of caller device is also possible to the device identification of caller device, for example, caller is set when caller device is mobile phone
Standby mark can be international mobile equipment identification number (International Mobile Equipment Identity,
IMEI)。
In step 202 to step 204, monitoring device is if it is determined that the mark of caller device then shows this in blacklist
Caller device is considered as the source of harassing call, and monitoring device will refuse the call request of caller device initiation, avoid by
Equipment is made to hear harassing call.
Monitoring device is if it is determined that the mark of caller device not in blacklist, then shows that the caller device may not be to disturb
The source for disturbing phone can permit called equipment and receive the call request, therefore, can will receive the call of caller device initiation
Request is transmitted to called equipment.
For example, client dials service calls (i.e. initiation call request), this mistake by mobile phone (i.e. caller device)
Journey is equivalent to client and initiates call request by caller device.In the embodiment of the present application, monitoring device will take the lead in receiving visitor
The phone that family is dialed, then according to the phone number of client (i.e. the mark of caller device), judge the phone number whether
In blacklist, if the phone number, in blacklist, monitoring device can hang up the phone, if the phone number does not exist
In blacklist, then monitoring device can give the call forwarding to service calls (i.e. called equipment).
Before executing above-mentioned steps 204, monitoring device can also judge the identifying whether in white name of caller device again
Dan Zhong crosses caller device and identifies whether in white list, then can direct return step 201；Otherwise, step can be continued to execute
204。
Wherein, content included in white list can be those skilled in the art and rule of thumb set in advance with actual conditions
Fixed.For example, may include the mark of Ben Sinei equipment, mark of the corresponding equipment of emergency contact etc. in white list, specifically
Without limitation.
The mark of specific caller device can be carried out special system and determine that there are in white list by the presence of white list
The mark of caller device can skip the judgement process of subsequent harassing call, so as to improve the work effect of monitoring device
Rate.
In step 205 and step 206, monitoring device can carry out the call generated between caller device and called equipment
Recording, to generate recording file.
It is possible to further which recording file is converted into text information.
Further, in the embodiment of the present application, the frequency of failure that text information can be converted into recording file is carried out
Monitoring.That is, can abandon if the frequency of failure that recording file is converted into text information is greater than preset threshold to the recording file
Conversion.In this way, the case where Caton can unsuccessfully occur to avoid monitoring device multiple conversions, while it can also be improved monitoring device
Transfer efficiency.
In the embodiment of the present application, monitoring device can be the process that recording file is converted into text information in caller device
With progress after the completion of the call of called equipment.
Further, which can be labeled as not converting by monitoring device after generating recording file.Monitoring is set
It is standby will to be converted to text information labeled as non-switched recording file, and can will be converted into the record of text information
Sound file mark is to have converted.
Further, monitoring device can be labeled as switched recording file with periodic cleaning, so as to reduce record
The occupied memory space of sound file mitigates the storage pressure of monitoring device.
In other embodiments, before executing step 206, monitoring device can be first according to the duration of recording file, judgement
Whether the call generated between caller device and called equipment is short call, if generated between caller device and called equipment
Call is short call, then recording file is converted into text information；If the call generated between caller device and called equipment
It is not short call, then it is not necessary that recording file is converted into text information.
Wherein, short call can refer to that the duration of call is less than the call of preset duration.For example, the molestation of client
General time of origin is within 30 seconds, it is possible to which preset duration is set as 30 seconds, that is to say, that the duration of call is less than 30
The call of second can regard short call as.
It using the above method, allows in the case where sending a telegram here substantial amounts, for harassing type, contact staff is usual
It is that the harassing call will be hung up after of short duration communication.Based on this, recording file is being converted into text by the embodiment of the present application
When information, the corresponding recording file of short call can be converted only so as to mitigate the switching to pressure of monitoring device and improve monitoring
The working efficiency of equipment.
In step 207 and step 208, harassing and wrecking keyword can exist with dictionary format, and those skilled in the art can root
Harassing and wrecking keyword is preset according to experience and actual conditions, further, those skilled in the art can also be according to the actual situation
Harassing and wrecking keyword is increased and decreased.
Harassing and wrecking keyword can specifically include following kind of harassing and wrecking keyword: (1) commercial paper harassing and wrecking keyword；(2) it takes advantage of
It cheats class and harasses keyword；(3) threatening class harasses keyword；(4) chat class harasses keyword；(5) other classes harass keyword.
Below for above-mentioned different types of harassing and wrecking keyword, citing description is carried out.
(1) commercial paper harasses keyword, may include name of product, advertising language and the advertising words etc. promoted.For example,
Commercial paper harassing and wrecking keyword can be " product promotion ", " insurance " and " finance product " etc..
(2) fraud class harasses keyword, may include prize information, remittance account etc..For example, fraud class harasses keyword
It can be " congratulating to get the winning number in a bond ", " card number of transferring accounts is XXXX " and " bank card password " etc..
(3) threatening class harasses keyword, may include the speech for threatening other people.For example, threatening class harassing and wrecking keyword can be with
It is " go out careful " and " carefully your family " etc..
(4) chat class harasses keyword, may include the speech of the chat unrelated with business.For example, chat class harassing and wrecking are closed
Keyword can be " I am good boring ", " me is accompanied to chat " and " merely youngster day " etc..
(5) other classes harass keywords, may include in addition to above-mentioned classification, those skilled in the art rule of thumb and
Actual conditions determine the keyword for having harassing and wrecking to be inclined to.
In the embodiment of the present application, monitoring device judge caller device initiate call request whether be harassing call according to
According to, mainly text information and it is preset harassing and wrecking keyword between matching degree.
Based on this, in an example, monitoring device is if it is determined that text information and preset harassed between keyword
It is greater than or equal to first threshold with degree, the mark of caller device can be stored into blacklist.
In this way, after the call request for receiving the mark for carrying the caller device next time, due to the caller device
Mark in blacklist, therefore, monitoring device can directly refuse the call request, to achieve the effect that anti-harassment.
In another example, if monitoring device text information and it is preset harassing and wrecking keyword between matching degree be greater than or
Equal to first threshold, and the matching degree between text information and preset business keyword is less than second threshold, can be by caller
The mark of equipment is stored into blacklist.In this way, the accuracy rate that monitoring device judges harassing call can be improved.
Wherein, business keyword can also exist with dictionary format, and those skilled in the art can be rule of thumb and practical
Situation presets business keyword, and further, those skilled in the art can also be according to the actual situation to business keyword
It is increased and decreased.
By taking client service center as an example, the call request that caller device is initiated is usually the service requests such as consulting, complaint, that is,
It says, the dialog context between caller device and called equipment also more is related to the business of consulting, complaint etc..So, for not
With the client service center of type of service, different types of business keyword is can be set in those skilled in the art.
Illustratively, if the business of Call center relates generally to CAR SERVICE, corresponding business keyword also with
Vehicle is related, such as " vehicle price ", " vehicle brand ", " vehicle after-sale service " and " vehicle trouble " etc..
Illustratively, if the business of Call center relates generally to takeout service, corresponding business keyword also with
Take out correlation, such as " food quality ", " businessman's complaint " and " food delivery person's service quality " etc..
Illustratively, if the business of Call center relates generally to cell phone business, corresponding business keyword
Also related to cell phone, such as " telephone recharge ", " flow inquiry " and " set meal is handled " etc..
Further, monitoring device if it is determined that the matching degree between text information and preset business keyword be greater than or
Equal to second threshold, and, the number that preset business keyword occurs in text information is greater than or equal to third threshold value, then may be used
It is stored using the business keyword that frequency of occurrence is greater than or equal to third threshold value as client's information for intention.
The intention of client is analyzed in this way, being conducive to administrative staff, so as to preferably be offering customers service.
It should be noted that first threshold, second threshold and third threshold value can be those skilled in the art rule of thumb
It is determined with actual conditions, specifically without limitation.
During executing step 208, in an example, monitoring device can directly be stored the mark of caller device
Into blacklist.In this way, carry the call request of the mark of the caller device hereafter all can monitored device refusal, so as to
To prevent all call requests that called equipment is connected to caller device initiation.
In another example, monitoring device can according to text information and it is preset harassing and wrecking keyword between matching degree,
And the preset corresponding relationship harassed Keywords matching degree and forbid duration, it determines that caller device is corresponding and forbids duration, into
And duration can be forbidden to store to blacklist by the mark of caller device and caller device are corresponding.
It as shown in table 1, is a kind of example of harassing and wrecking Keywords matching degree and the corresponding relationship for forbidding duration.
A kind of table 1: example of harassing and wrecking Keywords matching degree and the corresponding relationship for forbidding duration
| Harass Keywords matching degree | Forbid duration |
| [50%, 60%) | 3 months |
| [60%, 70%) | 6 months |
| [70%, 80%) | 9 months |
| [80%, 90%) | 12 months |
| [90%, 100%] | 24 months |
Content according to table 1 it is found that harassing and wrecking Keywords matching degree [50%, 60%) in range when, corresponding taboo
A length of 3 months when only；Harass Keywords matching degree [60%, 70%) in range when, it is corresponding 6 months a length of when forbidding；It disturbs
Disturb Keywords matching degree [70%, 80%) in range when, it is corresponding 9 months a length of when forbidding；Harassing and wrecking Keywords matching degree exists
[80%, 90%) in range when, it is corresponding 12 months a length of when forbidding；Keywords matching degree is harassed in [90%, 100%] range
It is corresponding 24 months a length of when forbidding when interior.
Assuming that carry the call request for being identified as " 139****6621 " of caller device, by analysis, it is corresponding with
The matching degree for harassing keyword is 55%, then, it is according to table 1 it is found that corresponding 3 months a length of when forbidding；Assuming that carrying
There is the call request for being identified as " 152****1133 " of caller device, by analysis, the corresponding matching with harassing and wrecking keyword
Degree is 59%, then, it is according to table 1 it is found that corresponding 3 months a length of when forbidding；Assuming that carrying the mark of caller device
For the call request of " 181****0012 ", by analysis, the corresponding matching degree with harassing and wrecking keyword is 85%, then, root
According to shown in table 1 it is found that it is corresponding forbid when it is 12 months a length of；Assuming that carry caller device is identified as " 025-85****33 "
Call request, by analysis, it is corresponding with harassing and wrecking keyword matching degree be 88%, then, according to table 1 it is found that
It is corresponding 12 months a length of when forbidding；Assuming that carrying the call request for being identified as " 021-82****08 " of caller device, lead to
Analysis is crossed, the corresponding matching degree with harassing and wrecking keyword is 95%, then, it is found that corresponding forbid duration according to table 1
It is 24 months.
For above-mentioned it is assumed that monitoring device can be stored in the form of table 2 to blacklist.As shown in table 2, to store to black
A kind of example of the information of list.
Table 2: it stores to a kind of example of information of blacklist
| The mark of caller device | Forbid duration |
| 139****6621 | 3 months |
| 152****1133 | 3 months |
| 181****0012 | 12 months |
| 025-85****33 | 12 months |
| 021-82****08 | 6 months |
Further, monitoring device can also also record storage time when storing information as shown in Table 2,
In this way, can be according to storage time and current time, to judge to forbid whether duration expires.
Further, if it is determined that caller device is corresponding to forbid duration to expire, then monitoring device can set caller
Standby mark is deleted from blacklist.In this way, after longer period of time, such as 6 months or 1 year or more, which sets
Standby mark (such as cell-phone number) may return market again, be used by other users, at this point, the mark pair of caller device
The new ownership people answered is accordingly changed, and in this way, be can be improved anti-harassment accuracy rate, is improved the caller device
The normal service efficiency of mark, avoid the occurrence of the caller device mark return it is normal after situation still in blacklist.
This in other possible examples, monitoring device can also be by the mark of caller device and the corresponding taboo of caller device
Only reason is stored to blacklist, so as to analyze convenient for administrator harassing call；Alternatively, monitoring device can also incite somebody to action
The mark of caller device, caller device be corresponding to forbid duration and caller device is corresponding that reason is forbidden to store to blacklist.
Based on same inventive concept, Fig. 3 illustrates another voice communication provided by the embodiments of the present application
Flow diagram corresponding to monitoring method.As shown in figure 3, specifically comprising the following steps:
Step 301, monitoring device receives the call request that caller device is initiated.
Step 302, monitoring device judges the identifying whether in blacklist of caller device, if the mark of caller device exists
In blacklist, 303 are thened follow the steps；Otherwise, step 304 is executed.
Step 303, the call request that monitoring device refusal caller device is initiated.
Step 304, call request is transmitted to called equipment by monitoring device.
Step 305, monitoring device records to the call generated between caller device and called equipment, generates recording text
Part.
Step 306, recording file is converted into text information by monitoring device.
Step 307, monitoring device judge text information and it is preset harassing and wrecking keyword between matching degree whether be greater than or
Equal to first threshold, if the matching degree between text information and preset harassing and wrecking keyword is greater than or equal to first threshold,
Execute step 308；Otherwise, step 309 is executed.
Step 308, monitoring device stores the mark of caller device into blacklist.
Step 309, monitoring device judge the matching degree between text information and preset violation keyword whether be greater than or
Equal to the 4th threshold value, if the matching degree between text information and preset violation keyword is greater than or equal to the 4th threshold value,
Execute step 310；Otherwise, return step 301.
Step 310, monitoring device obtains and records the mark of the staff using called equipment.
Using the above method, on the one hand, monitoring device is by the mark of caller device for judging that the call request carries
It is no in blacklist, to determine the need for for the call request being transmitted to called equipment, so as to avoid called equipment from connecing
Hear the call request being located in blacklist.For the mark of the caller device not in blacklist, monitoring device can also lead to
Cross the call monitored and generated between caller device and called equipment, come judge caller device identify whether to be stored to it is black
List, if the mark of caller device should be stored to blacklist, when the call for the mark for carrying the caller device is asked
It asks after monitored device receives again, monitoring device can refuse the call request, so as to avoid contact staff frequent
The case where hearing harassing call.
On the other hand, monitoring device can also be by monitoring the call generated between caller device and called equipment, to sentence
Whether the service of disconnected contact staff there is violation situation, so as to preferably promote customer service quality, brings more for client
Good customer service experience；Also, can also the customer service low to violation operation or efficiency of service effectively managed, and then facilitate
Promote the service quality of entire customer service team.
Specifically, content described in step 301 to step 308 specifically can be with reference to above, and details are not described herein again.
In step 309 to step 310, violation keyword can also exist with dictionary format, and those skilled in the art can be with
Violation keyword is rule of thumb preset with actual conditions, further, those skilled in the art can also be according to practical feelings
Condition is increased and decreased violation keyword.
Violation keyword can be for judging whether contact staff the foundation of language violation occurs.For example, crucial in violation of rules and regulations
Word may include uncivil term, rude term and the information that should not be revealed to client etc..
It should be noted that the 4th threshold value can be what those skilled in the art rule of thumb determined with actual conditions, tool
Body is without limitation.
After executing step 310, monitoring device can also periodically check the mark for the staff being recorded, if certain
The number that the mark of a staff is recorded is more than preset threshold, person in charge can be notified, so that person in charge is to the work
It is handled as personnel, so as to improve the service quality of staff.
Following is the application Installation practice, can be used for executing the application embodiment of the method.It is real for the application device
Undisclosed details in example is applied, the application embodiment of the method is please referred to.
Fig. 4 illustrates a kind of structural schematic diagram of the monitoring device of voice communication provided by the embodiments of the present application.
As shown in figure 4, the device has the function of realizing the monitoring method of above-mentioned voice communication, the function can by hardware realization,
Corresponding software realization can also be executed by hardware.The apparatus may include: receiving unit 401 and processing unit 402.
Receiving unit 401, for receiving the call request of caller device initiation, the call request includes caller device
Mark；
Processing unit 402, for if it is determined that the mark of the caller device then asks the call not in blacklist
It asks and is transmitted to called equipment；And record to the call generated between the caller device and the called equipment, it generates
Recording file；And the recording file is converted into text information；And if the text information and preset harassing and wrecking
Matching degree between keyword is greater than or equal to first threshold, then stores the mark of the caller device into blacklist.
In a kind of possible embodiment, the processing unit 402 is after generating recording file, by the recording text
Part is converted into before text information, is also used to:
According to the duration of the recording file, judge that the call generated between the caller device and the called equipment is
No is short call, if the call generated between the caller device and the called equipment is short call, by the recording
File is converted into text information；Wherein, the short call refers to that the duration of call is less than the call of preset duration.
In a kind of possible embodiment, the processing unit 402 is specifically used for:
If the matching degree between the text information and preset harassing and wrecking keyword is greater than or equal to first threshold, and institute
The matching degree stated between text information and preset business keyword is less than second threshold, then deposits the mark of the caller device
Storage is into blacklist.
In a kind of possible embodiment, the processing unit 402 is also used to:
If the matching degree between the text information and preset business keyword is greater than or equal to second threshold, and institute
It states the number that preset business keyword occurs in the text information and is greater than or equal to third threshold value, then it is frequency of occurrence is big
It is stored as client's information for intention in or equal to the business keyword of third threshold value.
In a kind of possible embodiment, the recording file is being converted into text information by the processing unit 402
Later, it is also used to:
If the matching degree between the text information and preset violation keyword is greater than or equal to the 4th threshold value, institute
State the mark that monitoring device obtains and records the staff using the called equipment.
In a kind of possible embodiment, the processing unit 402 is specifically used for:
If the matching degree between the text information and preset harassing and wrecking keyword is greater than or equal to first threshold, root
According to the text information and it is preset harassing and wrecking keyword between matching degree and preset harassing and wrecking Keywords matching degree with forbid
The corresponding relationship of duration determines that the caller device is corresponding and forbids duration；And by the mark of the caller device and described
Caller device is corresponding to forbid duration to store to blacklist；
The processing unit 402 is also used to:
Duration is forbidden to expire if it is determined that the caller device is corresponding, then by the mark of the caller device from blacklist
Middle deletion.
Based on same inventive concept, the embodiment of the present application provides a kind of monitoring system of voice communication, the system packet
Include monitoring device, caller device and called equipment；The monitoring device connects with the caller device and the called equipment respectively
It connects；
The caller device, for initiating call request, the call request includes the mark of caller device；
The monitoring device, for receiving the call request of caller device initiation；And, if it is determined that the caller device
Mark not in blacklist, then the call request is transmitted to called equipment；And to the caller device and the quilt
It makes the call generated between equipment record, generates recording file；And the recording file is converted into text information；
And if the matching degree between the text information and preset harassing and wrecking keyword is greater than or equal to first threshold, by institute
The mark for stating caller device is stored into blacklist；
The called equipment, for receiving the call request of the monitoring device forwarding.
In a kind of possible embodiment, the monitoring device is also used to:
According to the duration of the recording file, judge that the call generated between the caller device and the called equipment is
No is short call, if the call generated between the caller device and the called equipment is short call, by the recording
File is converted into text information；Wherein, the short call refers to that the duration of call is less than the call of preset duration.
In a kind of possible embodiment, the monitoring device is specifically used for:
If the matching degree between the text information and preset harassing and wrecking keyword is greater than or equal to first threshold, and institute
The matching degree stated between text information and preset business keyword is less than second threshold, then deposits the mark of the caller device
Storage is into blacklist.
In a kind of possible embodiment, the monitoring device is also used to:
If the matching degree between the text information and preset business keyword is greater than or equal to second threshold, and institute
It states the number that preset business keyword occurs in the text information and is greater than or equal to third threshold value, then it is frequency of occurrence is big
It is stored as client's information for intention in or equal to the business keyword of third threshold value.
In a kind of possible embodiment, the monitoring device is also used to:
If the matching degree between the text information and preset violation keyword is greater than or equal to the 4th threshold value, institute
State the mark that monitoring device obtains and records the staff using the called equipment.
In a kind of possible embodiment, the monitoring device is specifically used for:
If the matching degree between the text information and preset harassing and wrecking keyword is greater than or equal to first threshold, root
According to the text information and it is preset harassing and wrecking keyword between matching degree and preset harassing and wrecking Keywords matching degree with forbid
The corresponding relationship of duration determines that the caller device is corresponding and forbids duration；And by the mark of the caller device and described
Caller device is corresponding to forbid duration to store to blacklist；
The monitoring device is also used to:
Duration is forbidden to expire if it is determined that the caller device is corresponding, then by the mark of the caller device from blacklist
Middle deletion.
The embodiment of the present application also provides a kind of device, which has the monitoring for realizing voice communication as described above
The function of method.The function can execute corresponding software realization by hardware, in a kind of possible design, the device packet
It includes: processor, transceiver, memory；The memory is for storing computer executed instructions, and the transceiver is for realizing the device
It is communicated with other communication entities, which is connect with the memory by the bus, when the apparatus is operative, the processing
Device executes the computer executed instructions of memory storage, so that the device executes the deployment of network slice as described above
Method.
The embodiment of the present application also provides a kind of computer storage medium, stores software program in the storage medium, this is soft
Part program realizes language described in above-mentioned various possible implementations when being read and executed by one or more processors
The monitoring method of sound call.
The embodiment of the present application also provides a kind of computer program product comprising instruction, when run on a computer,
So that computer executes the monitoring method of voice communication described in above-mentioned various possible implementations.
In the exemplary embodiment, a kind of computer readable storage medium is additionally provided, is stored in the storage medium
Computer program or intelligent contract, the computer program or intelligent contract are loaded and executed by nodes to realize above-described embodiment
The transaction methods of offer.Optionally, above-mentioned computer readable storage medium can be read-only memory (Read-
Only Memory, ROM), random access memory (Random Access Memory, RAM), CD-ROM, tape, floppy disk and
Optical data storage devices etc..
It is required that those skilled in the art can be understood that the technology in the embodiment of the present application can add by software
The mode of general hardware platform realize.Based on this understanding, the technical solution in the embodiment of the present application substantially or
Say that the part that contributes to existing technology can be embodied in the form of software products, which can deposit
Storage is in storage medium, such as ROM/RAM, magnetic disk, CD, including some instructions are used so that computer equipment (can be with
It is personal computer, server or the network equipment etc.) execute certain part institutes of each embodiment of the application or embodiment
The method stated.
Those skilled in the art after considering the specification and implementing the invention disclosed here, will readily occur to its of the disclosure
Its embodiment.This application is intended to cover any variations, uses, or adaptations of the disclosure, these modifications, purposes or
Person's adaptive change follows the general principles of this disclosure and including the undocumented common knowledge in the art of the disclosure
Or conventional techniques.The description and examples are only to be considered as illustrative, and the true scope and spirit of the disclosure are by following
Claim is pointed out.
It should be understood that the present disclosure is not limited to the precise structures that have been described above and shown in the drawings, and
And various modifications and changes may be made without departing from the scope thereof.The scope of the present disclosure is only limited by the accompanying claims.
Claims (13)
1. a kind of monitoring method of voice communication, which is characterized in that the described method includes:
Monitoring device receives the call request that caller device is initiated, and the call request includes the mark of caller device；
The monitoring device is if it is determined that the call request is then transmitted to by the mark of the caller device not in blacklist
Called equipment；
The monitoring device records to the call generated between the caller device and the called equipment, generates recording text
Part；
The recording file is converted into text information by the monitoring device；
If the matching degree between the text information and preset harassing and wrecking keyword is greater than or equal to first threshold, the prison
Control equipment stores the mark of the caller device into blacklist.
2. the method according to claim 1, wherein the monitoring device generate recording file after, by institute
Recording file is stated to be converted into before text information, the method also includes:
The monitoring device judges to generate between the caller device and the called equipment according to the duration of the recording file
Call whether be short call, if the call generated between the caller device and the called equipment is short call, will
The recording file is converted into text information；Wherein, the short call refers to that the duration of call is less than the call of preset duration.
3. the method according to claim 1, wherein if the text information and preset harassing and wrecking keyword it
Between matching degree be greater than or equal to first threshold, then the monitoring device stores the mark of the caller device to blacklist
In, comprising:
If the matching degree between the text information and preset harassing and wrecking keyword is greater than or equal to first threshold, and the text
Matching degree between this information and preset business keyword is less than second threshold, then the monitoring device is by the caller device
Mark store into blacklist.
4. according to the method described in claim 3, it is characterized in that, the method also includes:
If the matching degree between the text information and preset business keyword is greater than or equal to second threshold, and described pre-
If the number that occurs in the text information of business keyword be greater than or equal to third threshold value, then the monitoring device will go out
The business keyword that occurrence number is greater than or equal to third threshold value is stored as client's information for intention.
5. the method according to claim 1, wherein in the monitoring device that recording file conversion is written
After this information, the method also includes:
If the matching degree between the text information and preset violation keyword is greater than or equal to the 4th threshold value, the prison
Control equipment obtains and records the mark of the staff using the called equipment.
6. the method according to any one of claims 1 to 5, which is characterized in that if the text information with it is preset
The matching degree harassed between keyword is greater than or equal to first threshold, then the monitoring device deposits the mark of the caller device
Storage is into blacklist, comprising:
If the matching degree between the text information and preset harassing and wrecking keyword is greater than or equal to first threshold, the prison
Equipment is controlled according to the text information and the preset matching degree harassed between keyword and preset harassing and wrecking Keywords matching
The corresponding relationship for spending and forbidding duration determines that the caller device is corresponding and forbids duration；
The monitoring device forbids duration to store to blacklist for the mark of the caller device and the caller device are corresponding；
The method also includes:
Duration is forbidden to expire if it is determined that the caller device is corresponding, then the monitoring device is by the mark of the caller device
It is deleted from blacklist.
7. a kind of monitoring device of voice communication, which is characterized in that described device includes:
Receiving unit, for receiving the call request of caller device initiation, the call request includes the mark of caller device；
Processing unit, for if it is determined that the mark of the caller device then forwards the call request not in blacklist
To called equipment；And record to the call generated between the caller device and the called equipment, generate recording text
Part；And the recording file is converted into text information；And if the text information and preset harassing and wrecking keyword
Between matching degree be greater than or equal to first threshold, then the mark of the caller device is stored into blacklist.
8. device according to claim 7, which is characterized in that the processing unit is after generating recording file, by institute
It states recording file to be converted into before text information, be also used to:
According to the duration of the recording file, judge the call generated between the caller device and the called equipment whether be
Short call, if the call generated between the caller device and the called equipment is short call, by the recording file
It is converted into text information；Wherein, the short call refers to that the duration of call is less than the call of preset duration.
9. device according to claim 7, which is characterized in that the processing unit is specifically used for:
If the matching degree between the text information and preset harassing and wrecking keyword is greater than or equal to first threshold, and the text
Matching degree between this information and preset business keyword is less than second threshold, then by the mark of the caller device store to
In blacklist.
10. device according to claim 9, which is characterized in that the processing unit is also used to:
If the matching degree between the text information and preset business keyword is greater than or equal to second threshold, and described pre-
If the number that occurs in the text information of business keyword be greater than or equal to third threshold value, then frequency of occurrence is greater than or
Business keyword equal to third threshold value is stored as client's information for intention.
11. device according to claim 7, which is characterized in that the processing unit is converted by the recording file
After text information, it is also used to:
If the matching degree between the text information and preset violation keyword is greater than or equal to the 4th threshold value, the prison
Control equipment obtains and records the mark of the staff using the called equipment.
12. device according to any one of claims 7 to 11, which is characterized in that the processing unit is specifically used for:
If the matching degree between the text information and preset harassing and wrecking keyword is greater than or equal to first threshold, according to institute
It states matching degree and preset harassing and wrecking Keywords matching degree between text information and preset harassing and wrecking keyword and forbids duration
Corresponding relationship, determine that the caller device is corresponding and forbid duration；And by the mark of the caller device and the caller
Equipment is corresponding to forbid duration to store to blacklist；
The processing unit is also used to:
Forbid duration to expire if it is determined that the caller device is corresponding, then deletes the mark of the caller device from blacklist
It removes.
13. a kind of monitoring system of voice communication, which is characterized in that the system comprises monitoring device, caller device and be called
Equipment；The monitoring device is connect with the caller device and the called equipment respectively；
The caller device, for initiating call request, the call request includes the mark of caller device；
The monitoring device, for receiving the call request of caller device initiation；And, if it is determined that the mark of the caller device
Know not in blacklist, then the call request is transmitted to called equipment；And the caller device and described be called are set
The call generated between standby is recorded, and recording file is generated；And the recording file is converted into text information；And
If the matching degree between the text information and preset harassing and wrecking keyword is greater than or equal to first threshold, by the caller
The mark of equipment is stored into blacklist；
The called equipment, for receiving the call request of the monitoring device forwarding.
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