CN110427472A

CN110427472A - The matched method, apparatus of intelligent customer service, terminal device and storage medium

Info

Publication number: CN110427472A
Application number: CN201910709952.3A
Authority: CN
Inventors: 金益欣
Original assignee: Shenzhen Chase Technology Co Ltd
Current assignee: Shenzhen Chase Technology Co Ltd; Shenzhen Zhuiyi Technology Co Ltd
Priority date: 2019-08-02
Filing date: 2019-08-02
Publication date: 2019-11-08

Abstract

The embodiment of the present application provides a kind of matched method, apparatus of intelligent customer service, terminal device and storage medium.The voice messaging that this method passes through user in acquisition interactive process, then voice messaging is inputted into the first nerves network model that training obtains in advance, identify the personal identification characteristic information of corresponding user, corresponding Virtual Intelligent customer service is matched further according to personal identification characteristic information, response is carried out to voice messaging, then show Virtual Intelligent customer service.It is realized through the above way in the case where obtaining the voice messaging of user, the personal identification characteristic information of user is identified according to voice messaging, and then corresponding Virtual Intelligent customer service can be matched according to personal identification characteristic information shown and response is carried out with the voice messaging to user, so that the interactive mode of user and robot is more true to nature, the vividness and interest of human-computer interaction are promoted, and then enhances user experience.

Description

The matched method, apparatus of intelligent customer service, terminal device and storage medium

Technical field

This application involves human-computer interaction technique field, more particularly, to a kind of matched method, apparatus of intelligent customer service, Terminal device and storage medium.

Background technique

Customer service is the main path that enterprise obtains field feedback, solves consumer products query.Traditional customer service Business is mainly handled by artificial contact staff so that enterprise in terms of customer service investment can with the increase of customer service amount and High-speed linear increases, and becomes very important expenditure.For this problem, scheme more advanced at present is to introduce customer service machine People, way is arranged in customer service question and answer library the problem of may proposing to user first, then aiming at the problem that user, from visitor It takes and matches corresponding answer in question and answer library and return to user, achieve the effect that efficiently to solve user's query.In the long term, objective The cost put into needed for artificial customer service amount and enterprise can be significantly reduced in the introducing for taking robot.However, the machine of customer service at present People is based only on the word content inputted with client generally to interact, and is fed back according to provided content, hands over Mutual mode is relatively fixed, single, it is difficult to meet growing user's interaction demand experience.

Summary of the invention

In view of the above problems, present applicant proposes a kind of matched method, apparatus of intelligent customer service, terminal device and storages to be situated between Matter, to solve the above problems.

In a first aspect, the embodiment of the present application provides a kind of matched method of intelligent customer service, this method comprises: obtaining interaction The voice messaging of user in the process；The voice messaging is inputted into the first nerves network model that training obtains in advance, is identified The personal identification characteristic information of corresponding user；Corresponding Virtual Intelligent customer service pair is matched according to the personal identification characteristic information The voice messaging carries out response；Show the Virtual Intelligent customer service.

Further, described that the voice messaging is inputted to the first nerves network model that training obtains in advance, it identifies Before the personal identification characteristic information of corresponding user, comprising: obtain training sample set, the training sample concentration includes from instruction Practice in voice data the training audio extracted and personal identification characteristic information corresponding with the trained audio, the described person Part characteristic information includes at least the gender of user, age, accent, nationality, emotion information；The training sample set is input to machine Device learning model, and the machine learning model is trained, obtain first nerves network model.

Further, described that corresponding Virtual Intelligent customer service is matched to the voice according to the personal identification characteristic information Information carries out response, comprising: obtains answer gender corresponding with the personal identification characteristic information and replies audio frequency characteristics, institute State voice, intonation, language used by replying audio frequency characteristics including at least replying；It obtains and the personal identification characteristic information pair The answer affective characteristics answered；Obtain Virtual Intelligent customer service image characteristics corresponding with the personal identification characteristic information；By pre- If algorithm by the answer gender and reply audio frequency characteristics, the answer affective characteristics and the Virtual Intelligent customer service shape As feature is integrated, and generates Virtual Intelligent customer service and response is carried out to the voice messaging.

Further, described to obtain answer gender corresponding with the personal identification characteristic information and reply audio spy Sign, comprising: the personal identification characteristic information is input to the nervus opticus network model that training obtains in advance, is obtained corresponding It replies gender and replies audio frequency characteristics.

Further, described to obtain answer affective characteristics corresponding with the personal identification characteristic information, comprising: will be described Personal identification characteristic information is input to the third nerve network model that training obtains in advance, obtains corresponding answer affective characteristics, Wherein, the third nerve network model is different from the nervus opticus network model.

Further, described that the personal identification characteristic information is input to the nervus opticus network mould that training obtains in advance Type obtains corresponding answer gender and replies audio frequency characteristics, comprising: it is special with the presence or absence of voice variation to detect the voice messaging Sign；If it exists, the personal identification characteristic information is input to the obtained nervus opticus network model of training in advance, obtained and institute The answer gender and answer audio frequency characteristics of predicate change of tune feature adaptation.

Further, the voice messaging for obtaining user in interactive process, comprising: receive the voice messaging of user；Know Whether the not described voice messaging is that reference sound source user issues；If so, using the voice messaging as the voice in interactive process Information.

Further, described that the voice messaging is inputted to the first nerves network model that training obtains in advance, it identifies After the personal identification characteristic information of corresponding user, comprising: judge whether the personal identification characteristic information is target user Personal identification characteristic information；If so, executing described according to the corresponding Virtual Intelligent of personal identification characteristic information matching Customer service carries out response to the voice messaging；If it is not, then abandoning the personal identification characteristic information.

Further, described to obtain in interactive process before the voice messaging of user, comprising: to pass through preset standard Intelligent customer service model issues the user with demand inquiry message.

Second aspect, the embodiment of the present application provide a kind of matched device of intelligent customer service, which includes: acquisition mould Block, for obtaining the voice messaging of user in interactive process；Identification module, for voice messaging input is trained in advance The first nerves network model arrived identifies the personal identification characteristic information of corresponding user；Matching module, for according to Personal identification characteristic information matches corresponding Virtual Intelligent customer service and carries out response to the voice messaging；Display module, for showing Show the Virtual Intelligent customer service.

Further, described device further includes that sample set obtains module, which obtains module for obtaining trained sample This collection, it includes the training audio extracted from training voice data and corresponding with the trained audio that the training sample, which is concentrated, Personal identification characteristic information, the personal identification characteristic information include at least user gender, age, accent, nationality, emotion Information；Network model obtains module, which obtains module and be used to the training sample set being input to machine learning mould Type, and the machine learning model is trained, obtain first nerves network model.

Further, the matching module includes first acquisition unit, for obtaining and the personal identification characteristic information Corresponding answer gender and reply audio frequency characteristics, the answers audio frequency characteristics include at least reply used voice, intonation, Language；Second acquisition unit, for obtaining answer affective characteristics corresponding with the personal identification characteristic information；Third obtains single Member, for obtaining Virtual Intelligent customer service image characteristics corresponding with the personal identification characteristic information；Response unit, for passing through Preset algorithm is by the answer gender and replies audio frequency characteristics, the answer affective characteristics and the Virtual Intelligent customer service Image characteristics are integrated, and are generated Virtual Intelligent customer service and carried out response to the voice messaging.

Further, the first acquisition unit is specifically used for the personal identification characteristic information being input to preparatory training Obtained nervus opticus network model obtains corresponding answer gender and replies audio frequency characteristics.

Further, the first acquisition unit includes detection sub-unit, and the detection sub-unit is for detecting the voice Information whether there is voice variation characteristic；Feature obtains subelement, and this feature obtains subelement and is used for if it exists, by the individual Identity characteristic information is input to the obtained nervus opticus network model of training in advance, obtains being adapted to the voice variation characteristic It replies gender and replies audio frequency characteristics.

Further, the second acquisition unit is specifically used for the personal identification characteristic information being input to preparatory training Obtained third nerve network model obtains corresponding answer affective characteristics, wherein the third nerve network model with it is described Nervus opticus network model is different.

Further, the acquisition module includes receiving unit, which is used to receive the voice messaging of user；Know Other unit, whether the voice messaging is that reference sound source user issues to the recognition unit for identification；Voice messaging acquiring unit, The voice messaging acquiring unit is used for if so, using the voice messaging as the voice messaging in interactive process.

Further, described device further includes judgment module, and the judgment module is for judging the personal identification feature letter Whether breath is the personal identification characteristic information of target user, if so, executing described according to the personal identification characteristic information Response is carried out to the voice messaging with corresponding Virtual Intelligent customer service, if it is not, then abandoning the personal identification characteristic information.

Further, described device further includes inquiry module, which is used to obtain the language of user in interactive process Before message breath, demand inquiry message is issued the user with by preset standard intelligent customer service model.

The third aspect, the embodiment of the present application provide a kind of terminal device comprising: memory；One or more processing Device is coupled to the memory；One or more programs, wherein one or more application program is stored in memory and is matched It is set to and is performed by one or more processors, one or more programs are configured to carry out the side as described in above-mentioned first aspect Method.

Fourth aspect, the embodiment of the present application provide a kind of computer-readable storage medium, this is computer-readable to deposit Program code is stored in storage media, which can call the method executed as described in above-mentioned first aspect by processor.

The embodiment of the present application provides a kind of matched method, apparatus of intelligent customer service, terminal device and storage medium.We Voice messaging is then inputted the first nerves net that training obtains in advance by the voice messaging of user in acquisition interactive process by method Network model identifies the personal identification characteristic information of corresponding user, matches corresponding void further according to personal identification characteristic information Quasi- intelligent customer service carries out response to voice messaging, then shows Virtual Intelligent customer service.It realizes and is obtaining through the above way In the case where the voice messaging of user, the personal identification characteristic information of user is identified according to voice messaging, and then can basis Personal identification characteristic information, which matches corresponding Virtual Intelligent customer service and shown, carries out response with the voice messaging to user, so that The interactive mode of user and robot is more true to nature, promotes the vividness and interest of human-computer interaction, and then enhance user experience.

Detailed description of the invention

In order to more clearly explain the technical solutions in the embodiments of the present application, make required in being described below to embodiment Attached drawing is briefly described, it should be apparent that, the drawings in the following description are only some examples of the present application, for For those skilled in the art, without creative efforts, it can also be obtained according to these attached drawings other attached Figure.

Fig. 1 shows a kind of application environment schematic diagram suitable for the embodiment of the present application.

Fig. 2 shows the method flow diagrams for the matched method of intelligent customer service that one embodiment of the application provides.

Fig. 3 shows the display example figure of Virtual Intelligent customer service provided by the embodiments of the present application.

Fig. 4 shows the method flow diagram for the matched method of intelligent customer service that another embodiment of the application provides.

Fig. 5 shows the method flow diagram for the matched method of intelligent customer service that the another embodiment of the application provides.

Fig. 6 shows the method flow diagram of the matched method of intelligent customer service of the application another embodiment offer.

Fig. 7 shows the method flow diagram of the matched method of intelligent customer service of the application another embodiment offer.

Fig. 8 shows the structural block diagram of the matched device of intelligent customer service provided by the embodiments of the present application.

Fig. 9 show the embodiment of the present application for executing according to the matched method of intelligent customer service of the embodiment of the present application The structural block diagram of terminal device.

Figure 10 shows realizing for saving or carrying according to the intelligent objective of the embodiment of the present application for the embodiment of the present application Take the storage unit of the program code of matched method.

Specific embodiment

Below in conjunction with the attached drawing in the embodiment of the present application, technical solutions in the embodiments of the present application carries out clear, complete Site preparation description, it is clear that described embodiments are only a part of embodiments of the present application, instead of all the embodiments.It is based on Embodiment in the application, it is obtained by those of ordinary skill in the art without making creative efforts every other Embodiment shall fall in the protection scope of this application.

In recent years, as the acceleration of the technologies such as mobile Internet, big data, cloud computing, sensor is broken through and is widely applied, The development of artificial intelligence also enters a brand-new stage.And intelligent sound technology is as the key on AI industry's chain One ring, AI (Artificial Intelligence, artificial intelligence) apply most mature one of technology, in marketing customer service, intelligence The fields such as household, intelligent vehicle-carried, intelligence wearing suffer from fast development.For example, intelligent customer service robot.

With the development of internet, social media, in addition to industry traditionally in great demand to customer service (such as operator Customer service, bank's customer service, government department's policy answer online robot etc.), some new industries such as: mobile phone, automobile, express delivery Industry etc. also all begins trying to introduce virtual customer service assistant (i.e. intelligent customer service robot).For example, as a kind of mode, Yong Huke Text or voice messaging are inputted in human-computer interaction input interface with terminal (such as mobile phone), intelligent customer service robot is to input Text identified, or the text being converted to by the voice inputted is identified, then by corresponding answer text with The mode of text or voice feeds back to user, to realize intelligent interaction.

Inventor has found under study for action, can be spoken by allowing virtual customer service assistant to simulate true man, the cordiality of Lai Zengjin customer service Sense.Such as when virtual customer service assistant and user engage in the dialogue, the reply content seeked advice from user can be passed through into virtual people The mouth of figure image, is expressed by way of voice, and user, which can intuitively see on human-computer interaction interface, has void Intend figural virtual customer service assistant " speaking ", makes the ditch for being able to carry out " face-to-face " between user and virtual customer service assistant Logical exchange.

However, in actual research process, inventors have found that since visual perception of the people to face is more sensitive, In virtual customer service assistant " speaking ", if the virtual image of virtual customer service assistant is constant always, as user and virtual customer service help Manage the difference of interacted content, virtual image when virtual customer service assistant replys the question and answer of user unavoidably can be to user with next life Hard and extremely unnatural feeling, influences user experience.

In order to improve the above problem, inventor has studied difficulty of the customer service robot to personalize during realization, Even more comprehensively consider the use demand in practical interaction scenarios, proposes the matched side of intelligent customer service in the embodiment of the present application Method, device, electronic equipment and storage medium.

For convenient for better understand the matched method, apparatus of intelligent customer service provided by the embodiments of the present application, terminal device and Storage medium is below first described the application environment for being suitable for the embodiment of the present application.

Referring to Fig. 1, Fig. 1 shows a kind of application environment schematic diagram suitable for the embodiment of the present application.The application is implemented The matched method of intelligent customer service that example provides can be applied to polymorphic interactive system 100 as shown in Figure 1.Polymorphic interactive system 100 include terminal device 101 and server 102, and server 102 and terminal device 101 communicate to connect.Wherein, server 102 It can be traditional server, be also possible to cloud server, be not specifically limited herein.

Wherein, terminal device 101 can be with display screen and support the various electronic equipments of data input, including but not It is limited to smart phone, tablet computer, pocket computer on knee, desktop computer and wearable electronic equipment etc..Specifically, Data input can be based on voice module input voice, the character input module input character etc. having on terminal device 101.

Wherein, client application can be installed, user can be based on client application on terminal device 101 (such as APP, wechat small routine etc.) is communicated with server 102.Specifically, being equipped with corresponding service on server 102 Application program is held, user can register a user account number in server 102 based on client application, and be based on the user Account number is communicated with server 102, such as user is in client application login user account number, and is based on the user account number It is inputted by client application, can be with inputting word information or voice messaging etc., client application receives After the information of user's input, server 102 can be sent this information to, so that server 102 can receive the information and go forward side by side Row processing and storage, server 102 can also receive the information and return to a corresponding output information to end according to the information End equipment 101.

In some embodiments, client application can be used for providing a user customer service, carry out with user Customer service is linked up, and client application can be interacted based on virtual robot with user.Specifically, client application It can receive the information of user's input, and response made to the information based on virtual robot.Wherein, virtual robot is to be based on The software program of visualized graphs, the software program can show the machine of simulation biobehavioral or thought to user after being performed The humanoid state of device.Virtual robot can be the robot of simulation true man's formula, such as be built according to user itself or other people form The robot of vertical likeness in form true man, is also possible to the robot of animation effect formula, such as zoomorphism or cartoon figure's form Robot is not limited thereto.

In some embodiments, terminal device 101, can after obtaining return information corresponding with the information that user inputs To show the corresponding void with the return information on the display screen of terminal device 101 or other image output devices connected to it (wherein, which may include the gender of virtual robot to quasi- robot graphics, audio institute is right with replying The answer emotion answered and image characteristics etc.).It can pass through while playing virtual robot image as a kind of mode The loudspeaker of terminal device 101 or other audio output apparatus connected to it play sound corresponding with virtual robot image Frequently, can also in the display screen display text corresponding with the return information or figure of terminal device 101, realize image, In many aspects such as voice, text with the polymorphic interaction of user.

In some embodiments, the device handled the information of user's input also can be set in terminal device On 101, so that terminal device 101 communicates the interaction that can be realized with user with the foundation of server 102 without relying on, it is polymorphic at this time Interactive system 100 can only include terminal device 101.

Above-mentioned application environment is only for convenience of example made by understanding, it is to be understood that the embodiment of the present application not only office It is limited to above-mentioned application environment.

It below will be by specific embodiment to the matched method, apparatus of intelligent customer service provided by the embodiments of the present application, terminal Equipment and storage medium are described in detail.

As shown in Fig. 2, showing the method flow diagram of the matched method of intelligent customer service of one embodiment of the application offer.This The matched method of intelligent customer service that embodiment provides can be applied to that there is the terminal of display screen or other image output devices to set Standby, terminal device can be the electronic equipments such as smart phone, tablet computer, wearable intelligent terminal.

In the particular embodiment, it is matched to can be applied to intelligent customer service as shown in Figure 7 for the matched method of intelligent customer service Device 600 and terminal device shown in Fig. 8 101.It will be explained in detail below for process shown in Fig. 2.Above-mentioned The matched method of intelligent customer service specifically may comprise steps of:

Step S110: the voice messaging of user in interactive process is obtained.

Wherein, the voice messaging in the embodiment of the present application includes the audio-frequency information of user.For example, it may be user is man-machine The voice data (i.e. audio-frequency information) that interactive interface is inputted by the speech voice input function of terminal device, is also possible to the language of user Sound recording data, or perhaps the voice data of the personage in one section of video, again or can be simulation personage voice data Deng being not limited thereto.As a kind of mode, the voice data may include user language (such as may determine that be Chinese It is also non-Chinese, if being Chinese, judgement is mandarin or non-generic words, if non-generic words, which kind of side judgement belongs to Speech, for example, judgement is Sichuan words or Hunan words etc.), tone color, tone, volume etc., do not enumerate herein.

As a kind of mode, the voice messaging of the user in interactive process can be the current man-machine friendship for passing through terminal device The voice messaging for the user that mutual interface and terminal device interact.It is understood that when user passes through human-computer interaction interface When interacting with terminal device, ambient enviroment can inevitably be mingled with background sound (including noise, reverberation and echo Deng), interaction effect may be will affect.So, as a kind of mode, in order to promoted user by voice messaging and terminal device into Interaction effect when row interaction, the voice messaging of user in available interactive process, after being carried out to the voice messaging Interaction effect is promoted after continuous processing, will be specifically illustrated subsequent.

A kind of voice signal as mode, in the voice messaging of available user.It optionally, can be by voice Information carries out feature extraction, and then identifies the acoustic model and language model of voice messaging, then to obtained acoustic model And language model is decoded, and obtains text information corresponding with voice messaging.

Optionally, it for the voice messaging of user acquired in terminal device, can store to local, it can also be by terminal Equipment is sent to server and is stored, can be to avoid the storing data of terminal device in such a way that server is stored Redundancy bring arithmetic speed slows down.

Step S120: the voice messaging is inputted into the first nerves network model that training obtains in advance, identifies correspondence User personal identification characteristic information.

Wherein, first nerves network model can be RNN (Recurrent Neural Network, Recognition with Recurrent Neural Network) Or the neural network models such as LSTM (Long Short-Term Memory, shot and long term memory network).Personal identification feature letter Breath characterization speaks the characteristic information of identity of user optionally can be by the voice messaging of user to the identity characteristic of user Determined.For example, it is assumed that user has said sentence " what this noon eats ", then can be according to the voice for the user for saying this The approximate age of the gender (e.g. male either women), user that identify user is (for example, the sound of child, young Sound, the either old sound of the sound in middle age etc.), user use when speaking language (e.g. English or Chinese, Mandarin or dialect etc.) and user this moment mood (for example, with laughter sound in other words indignation sound Deng) etc..

The personal identification feature largely about user can be stored in advance as a kind of mode, in first nerves network model The sample database of information.Optionally, which may include the training sample of the characteristic information of the identity of a large amount of characterization users.Make For a kind of implementation, the first nerves network that training obtains in advance can be inputted by the voice messaging for the user that will acquire Model, to identify the personal identification characteristic information of user corresponding with the voice messaging.

For example, in a specific application scenarios, if first nerves network model is LSTM neural network model, then After voice messaging is input to LSTM neural network model, LSTM neural network model can carry out noise to voice data Filter out and filter out according to time series the personal identification characteristic information of corresponding user.

Step S130: corresponding Virtual Intelligent customer service is matched to the voice messaging according to the personal identification characteristic information Carry out response.

It is understood that the voice messaging that different user is issued has differences, difference including language and speak Difference of sound etc., for example, for the elderly that will not be spoken Mandarin, if robot customer service still uses mandarin It is linked up with the elderly, may there is communication disorder；And for the foreigner that will not be spoken Chinese for one, if robot customer service It is linked up with Chinese with foreigner, it is abnormal to will also result in communication.So, in order to meet the communication need of different crowd Yu robot client It asks, the embodiment of the present application can match corresponding Virtual Intelligent customer service according to the personal identification characteristic information of user and believe voice Breath carries out response.

Wherein, Virtual Intelligent customer service can be understood as that true man can be simulated engages in the dialogue with user, and will be to user's The virtual robot that answer content is expressed by way of voice based on figure image makes user can see that robot visitor Clothes are being spoken, i.e. robot customer service can be engaged in the dialogue in a manner of visual speech with user.

Optionally, the corresponding Virtual Intelligent customer service that the personal identification characteristic information of different users matches is not Together.For example, if the voice messaging " I can go kiteflying " according to user identifies that the user that speaks is child, then matching Virtual Intelligent customer service corresponding with the child can be grow compared with have the character image of affinity, and match corresponding Reply audio；If the voice messaging " we go kiteflying " according to user identifies that the user that speaks is male user, then can It can be the facial image of the sweet women of appearance with matched Virtual Intelligent customer service corresponding with the male；If according to The voice messaging " this weekend comes my room and plays " at family identifies the language for the user that speaks for Sichuan words, then the matched and user couple The Virtual Intelligent customer service answered can be the robot customer service for saying Sichuan.

It optionally, can be by corresponding after matching corresponding Virtual Intelligent customer service according to personal identification characteristic information Virtual Intelligent customer service carries out response to the voice messaging of user, in order to realize better human-computer interaction, promotes user experience.

Step S140: the Virtual Intelligent customer service is shown.

As a kind of mode, virtual customer service can be shown in the display interface of terminal device, in order to which user can be with void More natural human-computer interaction is realized in the communication of quasi- intelligent customer service " face-to-face ".For example, as shown in figure 3, in terminal device 101 Display interface show virtual customer service 102, wherein it should be noted that the image of virtual customer service herein is only as one kind Example, the image of virtual customer service can be diversified in actual implementation.As a kind of mode, when user opens video customer service When function button, Virtual Intelligent customer service can be shown in the user terminal of video customer service.Optionally, for showing Virtual Intelligent customer service Place can be unrestricted, for example, it may be the display interface in the APP client of mobile phone is shown, be also possible to It is shown on the page of the website of operator, is also possible to be shown in the display interface of the terminal devices such as the service machine of bank Show, is specifically not construed as limiting.

The matched method of intelligent customer service provided in this embodiment, by obtaining the voice messaging of user in interactive process, after And voice messaging is inputted into the first nerves network model that training obtains in advance, identify the personal identification feature of corresponding user Information matches corresponding Virtual Intelligent customer service further according to personal identification characteristic information and carries out response to voice messaging, then shows Virtual Intelligent customer service.It is realized through the above way in the case where obtaining the voice messaging of user, is known according to voice messaging Not Chu user personal identification characteristic information, and then corresponding Virtual Intelligent customer service can be matched according to personal identification characteristic information It is shown and response is carried out with the voice messaging to user, so that the interactive mode of user and robot is more true to nature, promote people The vividness and interest of machine interaction, and then enhance user experience.

As shown in figure 4, the method flow diagram for the matched method of intelligent customer service that another embodiment of the application provides is shown, The described method includes:

Step S210: the voice messaging of user in interactive process is obtained.

Step S220: training sample set is obtained.

Wherein, training sample in the embodiment of the present application is concentrated include the training audio extracted from training voice data with And personal identification characteristic information corresponding with training audio.Optionally, personal identification characteristic information at least may include user's Gender, age, accent, nationality, emotion are (here it can be appreciated that the mood of user, for example, user says when in a good humor Come if sound with feel blue when say if sound can be different) etc. be used for identity user identity Classification information.

It is understood that in order to preferably match Virtual Intelligent customer service corresponding from different clients, and then promotion The accuracy matched, the embodiment of the present application can obtain the audio data of several users in advance, and wherein these several users include not Same age bracket, different nationalities, the user of the either same national different regions of different sexes.For example, the voice data obtained can To include " voice data of tender child, the voice data of sweet little girl, the voice data of cheerful and light-hearted student, change throat The voice data of the boy of sound, the voice data of clear and melodious melodious music teachers, the magnetic women of tool voice data, always Voice data and the voice data of the foreigner of year people etc. ".Optionally, using the audio data of above-mentioned several users as instruction Practice sample set, so as to enrich audio source and the classification of sample database, so that the result trained is more accurate.

It, can be by including that the terminal device of voice acquisition module acquires the audio number of different user as a kind of mode According to for example, enrolling the voice data for obtaining different user with sound pick-up outfit.And alternatively, specific calculation can be passed through Method crawls the voice data of different user from network.For example, dissimilarity is obtained from internet by the way of web crawlers Not, different age group, different nationality, different language user voice data, to realize the training sample for obtaining voice data This collection.

Step S230: the training sample set is input to machine learning model, and the machine learning model is carried out Training, obtains first nerves network model.

Optionally, training sample set obtained above is input to machine learning model, and machine learning model is carried out Training, available first nerves network model.Wherein, machine learning model can be linear model, kernel method and support to Amount machine, decision tree and Boosting and neural network (including full Connection Neural Network, convolutional neural networks, circulation nerve net Network etc.) etc..It wherein, can be former with reference to respective work in the prior art about the specific training method of each machine learning model Reason, which is not described herein again.

As a kind of mode, by the way that training sample set is input to machine learning model, available and training sample set In the corresponding sample database of each sample can be by first nerves net in order to when subsequent any one voice data of input Network model quickly matches the personal identification characteristic information of user corresponding with voice messaging.

Step S240: inputting the first nerves network model for the voice messaging, identifies of corresponding user People's identity characteristic information.

Wherein, it is referred to the description in previous embodiment about the particular content of the step, details are not described herein.

Step S250: obtaining answer gender corresponding with the personal identification characteristic information and replies audio frequency characteristics.

Optionally, replying audio frequency characteristics at least may include replying the contents such as used voice, intonation, language.Specifically , as a kind of mode, can be identified by preset answer audio characteristic model corresponding with current speech data The corresponding answer gender of the personal identification characteristic information of user and answer audio frequency characteristics.Specifically, in one implementation, Personal identification characteristic information can be input to the nervus opticus network model that training obtains in advance, obtain corresponding answer gender And reply audio frequency characteristics.It should be noted that the content trained in nervus opticus network model herein and above-mentioned the The content trained in one neural network model is different, thereby may be ensured that the accuracy of identification.

Wherein, as a kind of implementation, for different personal identification characteristic informations, corresponding answer gender can be with It is random, or is matched according to specific rule.For example, for a spadger, available answer gender Also it is spadger, makes interaction more smooth in order to make spadger see same companion and be unlikely to very contained；And for One middle-aged male, reply gender can be young woman, in order to promoted middle-aged male interaction enthusiasm so that man-machine Interaction is more abundant, lets user experiencing machine bring close friend experience.

Optionally, for replying audio frequency characteristics, for example, content and use what language time that robot customer service to be answered It answers, it can (including language, (category of language including country variant and each country be or not library according to preset rules With the dialect type etc. in area) knowledge base and response text library corresponding with types of applications be determined.Wherein, the response May include in text library common response text and according to the response combined by machine client intelligent of user voice data Lexicon, so that robot customer service can root when the response text of the voice data of user does not exist in response text library Chosen inside response lexicon according to the voice data of user the relevant word combination of vocabulary in the voice data to user at Response text carries out response with the voice data for carrying out to user).

It is understood that the corresponding answer gender of different personal identification characteristic informations and reply audio frequency characteristics can be with Difference is experienced so as to the intelligent user of hoisting machine people's customer service.

It is understood that the same user may be with the variation of mood during interacting with robot customer service And different language is said, for example, the user that speaks several dialects one while can agree several languages in other words simultaneously The user of speech, then a voice-over actor can imitate various sound.So, in order to promoted human-computer interaction interest and multiplicity Property, it can be with the voice messaging of real-time detection user with the presence or absence of variation, i.e., the voice data for the user that currently speaks is with the presence or absence of change Change, optionally, and if it exists, personal identification characteristic information is so input to the nervus opticus network model that training obtains in advance, The available answer gender being adapted to voice variation characteristic and answer audio frequency characteristics.For example, a user start be Dialect can be this and adopt with terminal device interaction then the answer gender being adapted to the dialect can be women and answer audio With the answer audio of dialect, and if the user then uses mandarin, then the answer gender being adapted to skin call can To be male and reply audio and can be answer audio using mandarin, and the user find the gender of robot customer service with And in the case that answer audio can change, in order to meet curiosity, and interacted using English with robot customer service, then The answer gender of robot customer service can be adapted for girl and reply audio to be the answer audio using English, thus greatly The flexibility and intelligence of robot customer service are enhanced, user experience is promoted.

Step S260: answer affective characteristics corresponding with the personal identification characteristic information are obtained.

It is understood that under informal occasion, the mood of user usually may be used for most of user To judge from the sound of speaking of user, such as one has just been disturbed by making noise the sound of a word that the user of frame said with others It is that there may be more apparent differences that the user of sound and a first place of just having competed, which says this with the sound of a word, 's；The sound of a word that a user says with smile out in other words and a user to speak while crying say same one The sound of words also can be different.So, it as a kind of mode, can be obtained from the training sample database of audio data in advance Get the mapping table of the sound of the user of different mood classifications, stored in the mapping table different moods with it is corresponding Sound, in order to after obtaining the voice data of a certain user, be searched from the mapping table and the voice data Corresponding answer affective characteristics.Wherein, answer affective characteristics here can be understood as robot client and think user feedback response Expression, mood of robot customer service when information either expression in the eyes etc. can indicate the feature of emotion.

As a kind of mode, personal identification characteristic information can be input to the third nerve network mould that training obtains in advance Type obtains corresponding answer affective characteristics.Wherein, third nerve network model is different from nervus opticus network model.Specifically, Training content in third nerve network is different from the training content in nervus opticus network, so that believing by personal identification feature When the breath input third nerve network model that training obtains in advance, the personal identification with active user can be accurately obtained The corresponding answer affective characteristics of characteristic information, while can also avoid misidentifying to a certain extent.

Optionally, in order to promote interactive validity, can collect in advance some can guide user or bring user The mood of some encouragement and positive energy.For example, robot customer service is in response for the voice data for the anxious user that speaks It can go to help to change user with a kind of gentle, deeply concerned tone, friendly expression of smiling, so that user no longer so worries, but It adjusts mentality, cools down and solve the problems, such as, optionally, the answer affective characteristics of specific robot customer service in the embodiment of the present application Can be unrestricted, it may be any type of answer emotion, for example, facial expression assists answering with the gesture of robot customer service Multiple emotion etc..

Step S270: Virtual Intelligent customer service image characteristics corresponding with the personal identification characteristic information are obtained.

Wherein, the image characteristics of Virtual Intelligent customer service can be understood as the features such as figure, bearing, the dress of virtual customer service. As a kind of mode, various types of Virtual Intelligent customer services images can be constructed in advance, and optionally, building mode here can be with It is to be constructed according to figure image classification, e.g. building personage draws a portrait, and relevant customer service is vivid still to construct cartoon figure's customer service Image, for example, the customer service image of building women and the customer service image of building male, the customer service image of building cartoon character or structure Build the customer service image of pet image.

Optionally, it is to be understood that for different places, different classes of customer service image can be constructed.For example, right In bank's enquiry machine system, then the customer service image of personage's portrait can be constructed, for the inquiry system of cinema, can construct The virtual customer service image of cartoon character, and for places such as zoos, the virtual customer service image of pet image can be constructed.It is different Place, so that the image of virtual customer service is more abundant with diversification, user can be promoted using different virtual customer service images Entertaining experience.Optionally, it can also be according to age range section and construct, such as building " child, youth, middle age, old age " Etc. classifications section Virtual Intelligent customer service image, wherein may include a variety of customer services images, example under the age range of each classification Such as, age range section is that the virtual customer service image of " child " can be according to the virtual customer service shape for the child that the age sorts from small to large As being also possible to a variety of virtual customer service images being arranged successively according to the style of wearing the clothes of child, being also possible to the length according to child The customer service image of plurality of classes that phase character is divided (for example, plump, lovely, sweet, modest, cruel) is special Sign.The building mode of specific Virtual Intelligent customer service image is herein not as restriction.

It should be noted that above-mentioned acquisition answer gender corresponding with personal identification characteristic information and answer audio are special Sign, the acquisition sequence for the image characteristics for replying affective characteristics and Virtual Intelligent customer service can be adjusted according to the actual situation, And acquired content is not as restriction, for example, available more or less feature related with Virtual Intelligent customer service, For example, obtain answer gender corresponding with personal identification characteristic information and reply audio frequency characteristics, reply affective characteristics, with And on the basis of the image characteristics of Virtual Intelligent customer service, gesture classification, the gesture class of Virtual Intelligent customer service can be obtained again Deng not illustrating one by one herein.

It is worth noting that, obtaining the mode this embodiments of the image characteristics of Virtual Intelligent customer service not as limit can also be with It is to be constructed by way of three-dimensional reconstruction, for example, the personally three-dimensional mould of characteristic information setting Virtual Intelligent customer service Type, then reconstruction model, the principle for being specifically referred to three-dimensional reconstruction realize process, and details are not described herein.

Step S280: audio frequency characteristics, answer emotion spy by the answer gender and are replied by preset algorithm Sign and the Virtual Intelligent customer service image characteristics are integrated, and are generated Virtual Intelligent customer service and answered the voice messaging It answers.

Wherein, preset algorithm can be it is pre-stored can be by the answer gender of above-mentioned acquisition and to reply audio special Sign, answer affective characteristics and Virtual Intelligent customer service image characteristics carry out integrated algorithm, optionally, for example, it may be a set of Efficient program frame, by that will reply gender and reply audio frequency characteristics, answer affective characteristics and Virtual Intelligent customer service shape As feature input is entered, it is vivid to input to obtain a complete Virtual Intelligent customer service, in order to pass through the void of generation Quasi- intelligent customer service carries out response to the voice messaging of user.It is corresponding with the personal identification characteristic information of different user by obtaining Virtual Intelligent customer service image carries out response to the voice messaging of user, can promote the personalized shape of Virtual Intelligent customer service image As enhancing the individualized experience of user.

Optionally, the answer gender and answer audio frequency characteristics, answer affective characteristics and Virtual Intelligent customer service that will acquire Image characteristics carry out integrated can be understood as the composition of task image characteristics corresponding to modules to total personage's shape As in so that the Virtual Intelligent customer service image integrated it is more life-like with naturally, and also original subscriber interacted with machine it is true Property.

Step S290: the Virtual Intelligent customer service is shown.

The matched method of intelligent customer service provided in this embodiment is realized the voice messaging for obtaining user the case where Under, the personal identification characteristic information of user is identified according to voice messaging, and then can pass through according to personal identification characteristic information Different upgrade of network models identifies corresponding answer feature, these answer features are being integrated into a Virtual Intelligent visitor Clothes, so that realizing that the corresponding Virtual Intelligent customer service of matching is shown carries out response with the voice messaging to user, so that user It is more true to nature with the interactive mode of robot, the vividness and interest of human-computer interaction are promoted, and then enhance user experience.

As shown in figure 5, the method flow diagram for the matched method of intelligent customer service that the another embodiment of the application provides is shown, The described method includes:

Step S310: the voice messaging of user is received.

It is understood that in public place terminal device for, when user by these terminal devices into When row human-computer interaction, inevitably it is mingled with noise, including ambient sound in the voice messaging of accessed user, reverberation, For example, the voice data etc. of other users.

So, in this case, terminal device can first receive the voice messaging of user.Optionally, the voice messaging May include the voice data for attempting to carry out the user of human-computer interaction with terminal device, and the user that passes by or with attempt with Terminal device carries out the voice data of the companion of the user of human-computer interaction.

Step S320: identify whether the voice messaging is that reference sound source user issues.

As a kind of mode, in order to realize accurate human-computer interaction, the voice messaging of received user can be sieved Whether choosing is that reference sound source user sending identifies to these voice messagings, wherein reference sound source user can be machine People's customer service is initially received that user of voice messaging.Optionally, that position that robot customer service will can make a sound at first User is identified as reference sound source user, and then records to the sound of the user, and subsequent is known the sound of the user Not, the voice data of automatic fitration other users.

Optionally, in order to avoid misrecognition, that maximum user of sound of speaking can also be identified as by robot customer service Reference sound source user, it is to be understood that the sound of speaking that the user of human-computer interaction is generally directly carried out with terminal device is big User's other users passed by other words in side, and the sound for the user that terminal device is spoken is faced than side pair Or the sound of user spoken far from terminal device it is big.

Optionally, the present embodiment can be unrestricted for the identification method of reference sound source user, can be according to practical feelings Condition is set.

Step S330: if so, using the voice messaging as the voice messaging in interactive process.

As a kind of mode, if recognizing certain voice messaging for reference sound source user sending, then the voice can be believed Breath is as the voice messaging in interactive process.

For example, in a specific application scenarios, it is assumed that there is a user to come together with her several good friends a certain Terminal device information inquiry made above with human-computer interaction function, the user have said sentence " coming here " at first, that The user will be identified as reference sound source user.If then her good friend also starts, " what's the matter, comes here what has Does is thing, this enquiry machine route can be looked into or not ", at this moment, which suspends and does not talk to listen the speech of friend, After the friend of the user finishes speaking, which loquiturs again, then terminal device will be interior by speaking for the user Hold as the voice messaging in interactive process.

Step S340: the voice messaging is inputted into the first nerves network model that training obtains in advance, identifies correspondence User personal identification characteristic information.

Step S350: corresponding Virtual Intelligent customer service is matched to the voice messaging according to the personal identification characteristic information Carry out response.

Step S360: the Virtual Intelligent customer service is shown.

Step S370: if it is not, then abandoning the voice messaging.

It can be understood that in order to reduce the complexity of calculating, and storage redundancy is reduced, it can will not be above-mentioned use The voice messaging at family is abandoned, so as to accelerate arithmetic speed.

The matched method of intelligent customer service provided in this embodiment is realized the voice messaging for obtaining user the case where Under, the voice messaging of user is identified, when the voice messaging for recognizing user is with reference to the case where the voice messaging of user Under, using the voice messaging as the voice messaging in interactive process, the personal identification of user is then identified according to voice messaging Characteristic information, and then corresponding Virtual Intelligent customer service can be matched according to personal identification characteristic information and shown to user's Voice messaging carries out response, so that the interactive mode of user and robot is more true to nature, promotes the vividness and interest of human-computer interaction Taste, and then enhance user experience.

As shown in fig. 6, the method flow diagram of the matched method of intelligent customer service of the application another embodiment offer is provided, The described method includes:

Step S410: the voice messaging of user in interactive process is obtained.

Step S420: the voice messaging is inputted into the first nerves network model that training obtains in advance, identifies correspondence User personal identification characteristic information.

Step S430: judge the personal identification characteristic information whether be target user personal identification characteristic information.

Wherein, target user, which can be, registers with the user of account number in terminal device in advance.As a kind of mode, for one A little personalized intelligent customer service services, for example, the backstage of public platform puts question to and explains the puzzle, in order to promote the letter in human-computer interaction process The safety and privacy of breath, could normal use in the case where needing user's registration account number and logging in account number.So, this In the case of, it, can be with after the voice messaging in the interactive process according to acquisition identifies the personal identification characteristic information of user It whether is that (wherein, the personal information of target user can for the personal identification characteristic information of target user to personal identification characteristic information With associated storage corresponding with account when target user registers account number) judge, in order to detect the individual of active user Whether identity characteristic information meets secret interaction permission.

As a kind of mode, personal identification characteristic information addition corresponding for account number can be used in user's registration account number Family mark, the mark can uniquely distinguish personally identifiable information corresponding with a certain account number with user.When obtaining active user's After personal identification characteristic information, it can first judge the personal identification characteristic information with the presence or absence of above-mentioned mark, and if it exists, optional , can judge again the mark it is corresponding with target user's account number identify whether it is consistent, and then can be according to judging result to obtaining The personal identification characteristic information of the active user taken is handled.

Step S440: if so, matching corresponding Virtual Intelligent customer service to institute's predicate according to the personal identification characteristic information Message breath carries out response.

It is understood that if the personal identification characteristic information of active user is the personal identification feature letter of target user Breath, answers the voice messaging of user then can match corresponding Virtual Intelligent customer service according to the personal identification characteristic information It answers, wherein concrete implementation process is referred to the description in previous embodiment, and details are not described herein.

Step S450: the Virtual Intelligent customer service is shown.

Step S460: if it is not, then abandoning the personal identification characteristic information.

Optionally, if the personal identification characteristic information of active user is not the personal identification characteristic information of target user, that The personal identification characteristic information can be then abandoned, so as to reduce the data storage capacity of terminal device, while promoting identification Accuracy.

The matched method of intelligent customer service provided in this embodiment is realized the voice messaging for obtaining user the case where Under, the personal identification characteristic information of user is identified according to voice messaging, then carry out to the personal identification characteristic information identified Verifying, that is, judge personal identification characteristic information whether be target user personal identification characteristic information, if so, according to a person Part characteristic information, which matches corresponding Virtual Intelligent customer service and shown, carries out response with the voice messaging to user so that user with The interactive mode of robot is more true to nature, promotes the vividness and interest of human-computer interaction, and then enhance user experience.

As shown in fig. 7, the method flow diagram of the matched method of intelligent customer service of the application another embodiment offer is provided, The described method includes:

Step S510: demand inquiry message is issued the user with by preset standard intelligent customer service model.

Optionally, for Virtual Intelligent customer service, if will until user speak just go to the voice messaging of user into Row response can seem less friendly.On the one hand, it for from the user that remarkable machine interactive function is not used, may be unaware that How this, which goes, interacts, such as, it is not known that it directly inputs text or number or presses what button to carry out subsequent behaviour Make etc.；On the other hand, if robot customer service at the beginning is not spoken, after user speaks, robot customer service is abruptly started to It speaks, user may be caused to frighten, then, the machine for the friendly performance of hoisting machine people's customer service, in the present embodiment People's customer service can actively issue the user with demand inquiry message before user speaks.

Wherein, standard can only customer service model can be understood as general, robot that is more standardizing customer service image.Example Such as, the virtual customer service image of the neat and artistic generous women of tooling, instrument is worn, in other words the capable and experienced male of posture standard, spirit Virtual customer service image.Optionally, the specific setting means of standard intelligent customer service model can be changed according to the actual situation, example Such as, the standard intelligent customer service image of different industries can be different.So, as a kind of mode, robot customer service can pass through Preset standard intelligent customer service model issues the user with demand inquiry message, for example, actively inquiring whether the user needs to assorted Help etc., it is diversified specifically to inquire that content can be, does not illustrate and is not construed as limiting one by one herein.

Step S520: the voice messaging of user in interactive process is obtained.

Step S530: the voice messaging is inputted into the first nerves network model that training obtains in advance, identifies correspondence User personal identification characteristic information.

Step S540: corresponding Virtual Intelligent customer service is matched to the voice messaging according to the personal identification characteristic information Carry out response.

Step S550: the Virtual Intelligent customer service is shown.

The matched method of intelligent customer service provided in this embodiment, by preset standard intelligent customer service model actively to User issues demand inquiry message, then obtains the voice messaging of user in interactive process, then inputs voice messaging preparatory The first nerves network model that training obtains, identifies the personal identification characteristic information of corresponding user, further according to personal identification Characteristic information matches corresponding Virtual Intelligent customer service and carries out response to voice messaging, then shows Virtual Intelligent customer service.By upper The mode of stating is realized in the case where obtaining the voice messaging of user, identifies that the personal identification of user is special according to voice messaging Reference breath, and then corresponding Virtual Intelligent customer service can be matched according to personal identification characteristic information and shown with the language to user Message breath carries out response, so that the interactive mode of user and robot is more true to nature, promotes the vividness and entertaining of human-computer interaction Property, and then enhance user experience.

As shown in figure 8, showing the structural block diagram of the matched device 600 of intelligent customer service provided by the embodiments of the present application, institute State device 600 and run on the terminal device with display screen or other image output devices, terminal device can be smart phone, The electronic equipments such as tablet computer, wearable intelligent terminal, described device 600 include:

Module 610 is obtained, for obtaining the voice messaging of user in interactive process.

Wherein, the acquisition module 610 may include receiving unit, which is used to receive the voice letter of user Breath；Recognition unit, whether the voice messaging is that reference sound source user issues to the recognition unit for identification；Voice messaging obtains Unit, the voice messaging acquiring unit are used for if so, using the voice messaging as the voice messaging in interactive process.

As a kind of mode, device 600 can also include that sample set obtains module, which obtains module for obtaining Training sample set, the training sample concentrate include the training audio extracted from training voice data and with the trained sound Frequently corresponding personal identification characteristic information, the personal identification characteristic information include at least the gender of user, age, accent, state Nationality, emotion information；Network model obtains module, which obtains module and be used to the training sample set being input to machine Learning model, and the machine learning model is trained, obtain first nerves network model.

As a kind of mode, described device 600 can also include judgment module, and the judgment module is for judging the individual Whether identity characteristic information is the personal identification characteristic information of target user, if so, executing described according to the personal identification Characteristic information matches corresponding Virtual Intelligent customer service and carries out response to the voice messaging, if it is not, then abandoning the described person Part characteristic information.

As a kind of mode, described device 600 can also include inquiry module, and the inquiry module is for obtaining interactive process Before the voice messaging of middle user, demand inquiry message is issued the user with by preset standard intelligent customer service model.

Identification module 620, for the voice messaging to be inputted the first nerves network model that training obtains in advance, identification The personal identification characteristic information of corresponding user out.

Matching module 630, for matching corresponding Virtual Intelligent customer service to described according to the personal identification characteristic information Voice messaging carries out response.

As a kind of mode, matching module 630 may include first acquisition unit, special with the personal identification for obtaining Reference ceases corresponding answer gender and replies audio frequency characteristics, and the answer audio frequency characteristics, which include at least, replies used language Sound, intonation, language；Second acquisition unit, for obtaining answer affective characteristics corresponding with the personal identification characteristic information；The Three acquiring units, for obtaining Virtual Intelligent customer service image characteristics corresponding with the personal identification characteristic information；Response unit, For by preset algorithm by the answer gender and reply audio frequency characteristics, the answers affective characteristics and it is described virtually Intelligent customer service image characteristics are integrated, and are generated Virtual Intelligent customer service and carried out response to the voice messaging.

Wherein, as an implementation, the first acquisition unit is specifically used for the personal identification characteristic information It is input to the nervus opticus network model that training obtains in advance, obtain corresponding answer gender and replies audio frequency characteristics.

In one implementation, the first acquisition unit may include detection sub-unit, which is used for The voice messaging is detected with the presence or absence of voice variation characteristic；Feature obtains subelement, if this feature obtains subelement for depositing The personal identification characteristic information is being input to the nervus opticus network model that training obtains in advance, is being obtained and the voice The answer gender and answer audio frequency characteristics of variation characteristic adaptation.

As an implementation, the second acquisition unit is specifically used for for the personal identification characteristic information being input to The third nerve network model that training obtains in advance, obtains corresponding answer affective characteristics, wherein the third nerve network mould Type is different from the nervus opticus network model.

Display module 640, for showing the Virtual Intelligent customer service.

The matched device of intelligent customer service provided in this embodiment, by obtaining the voice messaging of user in interactive process, after And voice messaging is inputted into the first nerves network model that training obtains in advance, identify the personal identification feature of corresponding user Information matches corresponding Virtual Intelligent customer service further according to personal identification characteristic information and carries out response to voice messaging, then shows Virtual Intelligent customer service.It is realized through the above way in the case where obtaining the voice messaging of user, is known according to voice messaging Not Chu user personal identification characteristic information, and then corresponding Virtual Intelligent customer service can be matched according to personal identification characteristic information It is shown and response is carried out with the voice messaging to user, so that the interactive mode of user and robot is more true to nature, promote people The vividness and interest of machine interaction, and then enhance user experience.

The matched device of intelligent customer service provided by the embodiments of the present application is for realizing corresponding intelligence in preceding method embodiment The energy matched method of customer service, and the beneficial effect with corresponding embodiment of the method, details are not described herein.

It is apparent to those skilled in the art that video process apparatus provided by the embodiments of the present application can Realize each process in preceding method embodiment, for convenience and simplicity of description, the specific work of foregoing description device and module Make process, can be refering to the corresponding process in preceding method embodiment, details are not described herein.

In embodiment provided herein, the mutual coupling of shown or discussed module or direct-coupling or Communication connection can be through some interfaces, and the indirect coupling or communication connection of device or module can be electrical property, it is mechanical or its Its form.

In addition, each functional module in the embodiment of the present application can integrate in a processing module, it is also possible to each A module physically exists alone, and can also be integrated in a module with two or more modules.Above-mentioned integrated module was both It can take the form of hardware realization, can also be realized in the form of software function module.

Referring to Fig. 9, it illustrates a kind of structural block diagrams of terminal device 101 provided by the embodiments of the present application.The terminal Equipment 101, which can be smart phone, tablet computer, e-book etc., can run the terminal device of application program.In the application Terminal device 101 may include one or more such as lower component: processor 202, memory 204 and one or more application journey Sequence, wherein one or more application programs can be stored in memory 204 and be configured as by one or more processors 202 execute, and one or more programs are configured to carry out the method as described in preceding method embodiment.

Processor 202 may include one or more processing core.Processor 202 is whole using various interfaces and connection Various pieces in a terminal device 101, by run or execute the instruction being stored in memory 204, program, code set or Instruction set, and the data being stored in memory 204 are called, execute the various functions and processing data of terminal device 101.It can Selection of land, processor 202 can use Digital Signal Processing (Digital Signal Processing, DSP), field-programmable Gate array (Field-Programmable Gate Array, FPGA), programmable logic array (Programmable Logic Array, PLA) at least one of example, in hardware realize.Processor 202 can integrating central processor (Central Processing Unit, CPU), in image processor (Graphics Processing Unit, GPU) and modem etc. One or more of combinations.Wherein, the main processing operation system of CPU, user interface and application program etc.；GPU is for being responsible for Show the rendering and drafting of content；Modem is for handling wireless communication.It is understood that above-mentioned modem It can not be integrated into processor 202, be realized separately through one piece of communication chip.

Memory 204 may include random access memory (Random Access Memory, RAM), also may include read-only Memory (Read-Only Memory).Memory 204 can be used for store instruction, program, code, code set or instruction set.It deposits Reservoir 204 may include storing program area and storage data area, wherein the finger that storing program area can store for realizing operating system Enable, for realizing at least one function instruction (such as touch function, sound-playing function, image player function etc.), be used for Realize the instruction etc. of following each embodiments of the method.Storage data area can be created in use with storage terminal device 101 Data (such as phone directory, audio, video data, chat record data) etc..

Referring to Fig. 10, it illustrates a kind of structural frames of computer readable storage medium provided by the embodiments of the present application Figure.Program code is stored in the computer readable storage medium 700, said program code can call execution above-mentioned by processor Method described in embodiment of the method.

Computer readable storage medium 700 can be such as flash memory, EEPROM (electrically erasable programmable read-only memory), The electronic memory of EPROM, hard disk or ROM etc.Optionally, computer readable storage medium 700 includes non-volatile meter Calculation machine readable medium (non-transitory computer-readable storage medium).Computer-readable storage Medium 700 has the memory space for the program code 710 for executing any method and step in the above method.These program codes can With from reading or be written in one or more computer program product in this one or more computer program product. Program code 710 can for example be compressed in a suitable form.

In conclusion the matched method, apparatus of intelligent customer service provided by the embodiments of the present application, terminal device and storage are situated between Voice messaging is then inputted the first nerves that training obtains in advance by obtaining the voice messaging of user in interactive process by matter Network model identifies the personal identification characteristic information of corresponding user, matches further according to personal identification characteristic information corresponding Virtual Intelligent customer service carries out response to voice messaging, then shows Virtual Intelligent customer service.It realizes and is obtaining through the above way In the case where the voice messaging of user, the personal identification characteristic information of user is identified according to voice messaging, and then can root Corresponding Virtual Intelligent customer service is matched according to personal identification characteristic information shown and response is carried out with the voice messaging to user, make The interactive mode for obtaining user and robot is more true to nature, promotes the vividness and interest of human-computer interaction, and then enhance user's body It tests.

Finally, it should be noted that above embodiments are only to illustrate the technical solution of the application, rather than its limitations；Although The application is described in detail with reference to the foregoing embodiments, those skilled in the art are when understanding: it still can be with It modifies the technical solutions described in the foregoing embodiments or equivalent replacement of some of the technical features；And These are modified or replaceed, do not drive corresponding technical solution essence be detached from each embodiment technical solution of the application spirit and Range.

Claims

1. a kind of matched method of intelligent customer service, which is characterized in that the described method includes:

Obtain the voice messaging of user in interactive process；

The voice messaging is inputted into the first nerves network model that training obtains in advance, identifies the person of corresponding user Part characteristic information；

Corresponding Virtual Intelligent customer service is matched according to the personal identification characteristic information, and response is carried out to the voice messaging；

Show the Virtual Intelligent customer service.

2. the method according to claim 1, wherein described input what training in advance obtained for the voice messaging First nerves network model, before the step of identifying the personal identification characteristic information of corresponding user further include:

Obtain training sample set, the training sample concentrate include the training audio extracted from training voice data and with institute State the corresponding personal identification characteristic information of trained audio, the personal identification characteristic information include at least the gender of user, the age, Accent, nationality, emotion information；

The training sample set is input to machine learning model, and the machine learning model is trained, obtains first Neural network model.

3. the method according to claim 1, wherein described matched according to the personal identification characteristic information corresponds to Virtual Intelligent customer service the step of response is carried out to the voice messaging include:

It obtains answer gender corresponding with the personal identification characteristic information and replies audio frequency characteristics, the answer audio frequency characteristics Voice, intonation, language used by including at least replying；

Obtain answer affective characteristics corresponding with the personal identification characteristic information；

Obtain Virtual Intelligent customer service image characteristics corresponding with the personal identification characteristic information；

By preset algorithm by the answer gender and reply audio frequency characteristics, the answers affective characteristics and it is described virtually Intelligent customer service image characteristics are integrated, and are generated Virtual Intelligent customer service and carried out response to the voice messaging.

4. according to the method described in claim 3, it is characterized in that, the acquisition is corresponding with the personal identification characteristic information It replies gender and includes: the step of replying audio frequency characteristics

The personal identification characteristic information is input to the nervus opticus network model that training obtains in advance, obtains corresponding answer Gender and answer audio frequency characteristics；

The step of acquisition answer affective characteristics corresponding with the personal identification characteristic information includes:

The personal identification characteristic information is input to the third nerve network model that training obtains in advance, obtains corresponding answer Affective characteristics, wherein the third nerve network model is different from the nervus opticus network model.

5. according to the method described in claim 4, it is characterized in that, described be input to the personal identification characteristic information in advance The nervus opticus network model that training obtains obtains corresponding answer gender and includes: the step of replying audio frequency characteristics

The voice messaging is detected with the presence or absence of voice variation characteristic；

If it exists, the personal identification characteristic information is input to the obtained nervus opticus network model of training in advance, obtain with The answer gender and answer audio frequency characteristics of the voice variation characteristic adaptation.

6. the method according to claim 1, wherein the step for obtaining the voice messaging of user in interactive process Suddenly include:

Receive the voice messaging of user；

Identify whether the voice messaging is that reference sound source user issues；

If so, using the voice messaging as the voice messaging in interactive process.

7. the method according to claim 1, wherein described input what training in advance obtained for the voice messaging First nerves network model includes: after the step of identifying the personal identification characteristic information of corresponding user

Judge the personal identification characteristic information whether be target user personal identification characteristic information；

The voice is believed according to personal identification characteristic information matching corresponding Virtual Intelligent customer service if so, execution is described Breath carries out response；

If it is not, then abandoning the personal identification characteristic information.

8. method according to claim 1-7, which is characterized in that the voice for obtaining user in interactive process Include: before the step of information

Demand inquiry message is issued the user with by preset standard intelligent customer service model.

9. a kind of matched device of intelligent customer service, which is characterized in that described device includes:

Module is obtained, for obtaining the voice messaging of user in interactive process；

Identification module identifies correspondence for the voice messaging to be inputted the first nerves network model that training obtains in advance User personal identification characteristic information；

Matching module, for matching corresponding Virtual Intelligent customer service to the voice messaging according to the personal identification characteristic information Carry out response；

Display module, for showing the Virtual Intelligent customer service.

10. a kind of terminal device characterized by comprising

Memory；

One or more processors are coupled with the memory；

One or more programs, wherein one or more of application programs are stored in the memory and are configured as It is executed by one or more of processors, one or more of programs are configured to carry out such as any one of claim 1-8 The method.

11. a kind of computer-readable storage medium, which is characterized in that be stored with journey in the computer-readable storage medium Sequence code, said program code can be called by processor and execute the method according to claim 1.