CN110738561A

CN110738561A - service management method, system, equipment and medium based on characteristic classification

Info

Publication number: CN110738561A
Application number: CN201910977913.1A
Authority: CN
Inventors: 周曦; 姚志强; 李继伟; 张锦宇
Original assignee: Shanghai Cloud From Enterprise Development Co Ltd
Current assignee: Shanghai Cloud From Enterprise Development Co Ltd
Priority date: 2019-10-15
Filing date: 2019-10-15
Publication date: 2020-01-31

Abstract

The invention provides service management methods, systems, equipment and media based on feature classification, which comprise the steps of obtaining corresponding voice features through voice input, obtaining matched central key features through matching the voice features with the central key features of each cluster center in an interactive service file, wherein each cluster center is obtained through clustering the key features of each class corresponding to service classes, and obtaining corresponding voice output response through the central key features, wherein the interactive service file comprises at least of historical face information, historical voice information, key features and service information.

Description

service management method, system, equipment and medium based on characteristic classification

Technical Field

The invention relates to the field of finance, in particular to service management methods, systems, equipment and media based on feature classification.

Background

The financial business is usually handled by a company according to the production and operation condition of the company, the fund reserve condition and the future operation and development requirements of the company, funds are financed for investors and creditors of the company through scientific prediction and decision, and fund supply is organized so as to ensure the normal production and operation activity requirements of the company. The financial institution also needs to fully consider the actual requirements of the customers when conducting related business handling, and makes reasonable decisions according to the historical behaviors of the customers. However, most financial institutions lack a targeted decision for customer requirements during business handling at present, and cannot respond to the customer requirements in advance, so that not only is a lot of time and cost consumed for temporarily preparing business-related data, but also customer experience is greatly reduced, and customer efficiency is affected.

Disclosure of Invention

In view of the problems existing in the prior art, the invention provides service management methods, systems, devices and media based on feature classification, and mainly solves the problems of lack of pertinence and low efficiency in service handling.

In order to achieve the above and other objects, the present invention adopts the following technical solutions.

A service management method based on feature classification includes:

acquiring corresponding voice characteristics through voice input;

matching the voice features with the central key features of each clustering center in the interactive service file to obtain matched central key features; each clustering center is obtained by clustering key features of each category corresponding to the service category;

obtaining corresponding voice output response through the central key feature;

wherein the interactive service file comprises at least of historical face information, historical voice information, key features and service information.

Optionally, the category information of the key feature is obtained according to different service categories of the interactive service profile.

Optionally, clustering is performed on the key features, a plurality of clustering centers are obtained, and a corresponding relationship between the clustering centers and the service categories is established.

Optionally, acquiring a service feature corresponding to a service type according to the clustering center and the service type corresponding to the clustering center;

and calculating the similarity between the key features in each cluster centers and the corresponding business features, and taking the key feature with the highest similarity as the key feature of the center of the corresponding cluster center.

24. The feature classification-based service management method according to claim 1, wherein an interactive service profile is created according to historical visiting data, wherein the historical visiting data comprises: historical face information, historical voice information, key features and business information.

Optionally, the key features include a keyword feature and a key phrase feature.

Optionally, a feature corpus of the business information is obtained according to the business category, and the key features of the voice input are obtained according to the feature corpus.

Optionally, the voice feature of the voice input is obtained, the voice feature is matched with the central key feature of the interactive service file, and a corresponding voice output response is obtained according to a matching result.

Optionally, a voice response library is set, and according to the corresponding service information obtained by the voice recognition, a corresponding voice output response is obtained from the voice response library.

Optionally, feature frequency information in the speech input is counted, and the feature corpus is updated according to the feature frequency information.

Optionally, a feature frequency threshold is set, and when the feature frequency information exceeds the feature frequency threshold, the corresponding speech feature is used to update the feature corpus.

Optionally, a filtering library is set, and when the feature frequency information exceeds the feature frequency threshold, the voice features corresponding to the filtering library are screened to obtain voice features related to the service, and the feature corpus is updated.

Optionally, a service feature is obtained according to the service information, and the filter library is set according to the service feature.

A traffic management system based on feature classification, comprising:

the characteristic acquisition module is used for acquiring corresponding voice characteristics through voice input;

the feature matching module is used for matching the voice features with the central key features of each clustering center in the interactive service file to obtain matched central key features; each clustering center is obtained by clustering key features of each category corresponding to the service category;

the response module is used for obtaining corresponding voice output response through the central key feature;

Optionally, the method includes that the corpus creating module is configured to obtain a feature corpus of the business information according to the business category, and obtain a key feature matched with the voice feature according to the feature corpus.

Optionally, the system includes a classification module, configured to perform classification processing on key features corresponding to different service categories according to the interactive service profile, and acquire category information of the key features.

Optionally, the system comprises a feature recognition module, configured to obtain a voice feature of the voice input, match the voice feature with the central key feature of the interactive service profile, and obtain a corresponding voice output response according to a matching result.

Optionally, a statistics module is included, configured to count feature frequency information in the speech input, and update the feature corpus according to the feature frequency information.

Optionally, the corpus updating module is configured to set a feature frequency threshold, and when the feature frequency information exceeds the feature frequency threshold, use the corresponding speech feature for updating the feature corpus.

Optionally, the filtering module is configured to set a filtering library, and when the feature frequency information exceeds the feature frequency threshold, filter the corresponding voice feature through the filtering library to obtain a voice feature related to a service, and update the feature corpus.

an apparatus, comprising:

or more processors, and

or more machine readable media having instructions stored thereon that, when executed by the or more processors, cause the device to perform the feature classification based traffic management method.

or more machine readable media having instructions stored thereon that, when executed by or more processors, cause an apparatus to perform the feature classification based traffic management method.

As described above, the traffic management method, system, device and medium based on feature classification according to the present invention have the following advantages.

Through creating an interactive service file, the requirement can be analyzed according to historical data, and a targeted decision can be made; the voice response information of the service to be handled can be acquired by combining voice interaction with the data file of the service to be handled, so that the voice interaction efficiency is improved and the user experience is enhanced; and voice recognition is carried out through the central key features, so that the data calculation amount is greatly reduced, and the efficiency is improved.

Drawings

Fig. 1 is a flowchart of a method for managing services based on feature classification in an embodiment of the present invention.

Fig. 2 is a block diagram of a feature classification based traffic management system in an embodiment of the present invention.

Fig. 3 is a schematic structural diagram of a terminal device in an embodiment of the present invention.

Fig. 4 is a schematic structural diagram of a terminal device in another embodiment of the present invention.

Detailed Description

The embodiments of the present invention are described below with reference to specific embodiments, and other advantages and effects of the present invention will be easily understood by those skilled in the art from the disclosure of the present specification. The invention is capable of other and different embodiments and of being practiced or of being carried out in various ways, and its several details are capable of modification in various respects, all without departing from the spirit and scope of the present invention. It is to be noted that the features in the following embodiments and examples may be combined with each other without conflict.

It should be noted that the drawings provided in the following embodiments are only for illustrating the basic idea of the present invention, and the components related to the present invention are only shown in the drawings rather than drawn according to the number, shape and size of the components in actual implementation, and the type, quantity and proportion of each component in actual implementation can be random changes, and the layout of the components may be more complicated.

Referring to fig. 1, the present invention provides business management methods based on feature classification, which includes steps S01-S03.

In step S01, the corresponding speech feature is acquired by the speech input:

the voice input can comprise voice record information of historical visits of the client, and voice information of the client in service handling can be collected in real time through the audio collection equipment and sent to the server side to extract voice characteristics.

In step S02, matching the voice feature with the central key feature of each clustering center in the interactive service profile to obtain a matched central key feature; each clustering center is obtained by clustering key features of each category corresponding to the service category:

taking banking business as an example, when a client enters banks to transact financial business, the banks can collect facial image information of the client through a camera device arranged in a business transaction area and record voice communication information in the business transaction process of the client.

The interactive service archive is provided with a feature corpus, and all key features of corresponding clients are acquired according to historical visiting data of each client and are used for updating the feature corpus.

In , all historical key features corresponding to a client can be clustered according to different classes of services handled by the client, a clustering algorithm such as K-means can be adopted to cluster all key features of the client, and a plurality of clustering centers are obtained.

In the embodiment, according to the obtained cluster center and the service class corresponding to the cluster center, the service feature corresponding to the service class is obtained, and further steps are performed to calculate the similarity between the key features in each cluster centers and the corresponding service features.

When a client transacts business, the client face information is collected, the collected face image is compared with the face image in the face database, the client information is identified according to the face image, and an interactive business file corresponding to the collected face image is obtained. The method can be used for processing business information according to history in the interactive business file, predicting the client behavior, outputting corresponding voice information aiming at the predicted behavior and carrying out targeted voice interaction with the client. The interactive service file can be displayed to corresponding staff through a display interface, so that the staff can adjust the strategy according to the historical data of the client and carry out voice communication according to the client requirement; and voice interaction can also be carried out with the customer through the self-service terminal.

The voice input of a client can be collected through voice collection equipment such as a microphone arranged in a business handling area, voice input information and voice features corresponding to the voice input information are obtained, and the voice features are compared with key features in a feature corpus of an interactive business file. The method comprises the steps of classifying key features in a feature corpus, comparing the voice features with central key features of a plurality of clustering centers directly during feature comparison, calculating the similarity between the voice features and the central key features, acquiring the central key features matched with the voice features when the similarity reaches a set threshold, and acquiring service information corresponding to the central key features through the interactive service files. A cosine similarity calculation method or an Euclidean distance calculation method can be adopted to obtain the central key feature with the highest similarity with the voice feature, and then the clustering center corresponding to the central key feature with the highest similarity is obtained.

In step S03, obtaining a corresponding voice output response through the central key feature;

in embodiment, a voice response library can be set to output corresponding voice response information according to different service information, comprehensive analysis can be performed according to historical access data of all customers to obtain key features in the customer voice information and specific information of the transacted service, and corresponding voice response information is recorded for each key feature and corresponding service information.

In the embodiment, the occurrence frequency of the voice features in the voice input information of the client may be counted, a feature frequency threshold may be set, and when the counted voice feature frequency exceeds the set feature frequency threshold and there is no matching key feature in the feature corpus, the corresponding voice feature may be input into the feature corpus to update the feature corpus, and at the same time, the business information that the client needs to handle is recorded, and the corresponding voice feature is associated with the business information.

In , a corresponding service feature can be obtained according to the service information, such as a customer needs to transact credit service, the service feature can include words related to credit such as credit degree, amount of stay, etc., and the service feature is input into a database to create a filter bank.

In the embodiment, when the face information of the client is not matched with the information in the face database, and it is determined that the client is visited for the first time, the corresponding voice feature may be obtained according to the voice input information of the client, the similarity calculation may be directly performed on the voice feature and the service feature information in the filter library, and when the similarity reaches a set threshold, the service information corresponding to the voice information is obtained, and the voice response information is obtained according to the service information.

Referring to fig. 2, the present invention provides service management systems based on feature classification for executing the service management method based on feature classification in the foregoing method embodiments.

In , the service management system based on feature classification includes a feature obtaining module 10, a feature matching module 11, and a response module 12, where the feature obtaining module 10 is configured to assist in executing step S01 described in the foregoing method embodiment, the feature matching module 11 is configured to assist in executing step S02 described in the foregoing method embodiment, and the response module 12 is configured to assist in executing step S03 described in the foregoing method embodiment.

In , the system includes a corpus creating module for obtaining a feature corpus of business information according to business categories, and obtaining key features matching with the voice features according to the feature corpus.

In an embodiment, the system includes a classification processing module configured to obtain category information of the key features according to the key features corresponding to different service categories of the interactive service profile, in another embodiment, the system may further include a clustering module configured to cluster the key features to obtain a plurality of key feature clustering centers.

In the embodiment, the system includes a feature recognition module configured to obtain a voice feature of the voice input, match the voice feature with a central key feature of the interactive service profile, and obtain a corresponding voice output response according to a matching result.

In , the system includes a statistics module for counting feature frequency information in the speech input and updating a feature corpus according to the feature frequency information.

In an embodiment , the system includes an expectation update module that sets a feature frequency threshold and uses a corresponding speech feature to update the feature corpus when the feature frequency information exceeds the feature frequency threshold.

In , the system includes a filtering module configured to set a filtering library, and when the feature frequency information exceeds a feature frequency threshold, filter a corresponding speech feature through the filtering library to obtain a service-related speech feature, and update the feature corpus.

devices are also provided, which may include or more processors and or more machine-readable media having instructions stored thereon, which when executed by the or more processors cause the device to perform the method of fig. 1. in practical applications, the device may act as a terminal device, which may also act as a server, examples of the terminal device may include a smart phone, a tablet computer, an e-book reader, an MP3 (Moving Picture Experts Group Audio Layer III) player, an MP4 (Moving Picture Experts Group Audio Layer IV) player, a laptop, a car computer, a desktop computer, a set-top box, a smart television, a wearable device, etc., and the present embodiment is not limited to a specific device.

The present embodiment also provides nonvolatile readable storage media, where or multiple modules (programs) are stored in the storage media, and when the or multiple modules are applied to a device, the device may execute instructions (instructions) included in the method for feature classification-based service management in fig. 1 according to the present embodiment.

Fig. 3 is a schematic diagram of a hardware structure of a terminal device according to an embodiment of the present application , as shown in the figure, the terminal device may include an input device 1100, a -th processor 1101, an output device 1102, a -th memory 1103, and at least communication buses 1104, where the communication buses 1104 are used to implement communication connections between elements, the -th memory 1103 may include a high-speed RAM memory, and may also include a non-volatile storage NVM, such as at least disk memories, and the -th memory 1103 may store various programs for performing various processing functions and implementing method steps of the embodiment.

Alternatively, the -th processor 1101 may be, for example, a Central Processing Unit (CPU), an Application Specific Integrated Circuit (ASIC), a Digital Signal Processor (DSP), a Digital Signal Processing Device (DSPD), a Programmable Logic Device (PLD), a field programmable array (FPGA), a controller, a microcontroller, a microprocessor, or other electronic components, and the processor 1101 is coupled to the input device 1100 and the output device 1102 through a wired or wireless connection.

The input device 1100 may optionally include a variety of input devices, for example, at least types of input devices may include a user-oriented interface, a device-oriented interface, a programmable interface of software, a camera, and a sensor, optionally, the device-oriented interface may be a wired interface for data transmission between devices, or may also be a hardware-inserted interface (e.g., USB interface, serial port, etc.) for data transmission between devices, optionally, the user-oriented interface may be, for example, user-oriented control keys, a voice input device for receiving voice input, and a touch-sensitive device (e.g., a touch screen, a touch pad, etc.) for receiving user touch input, optionally, the programmable interface of software may be, for example, an entry for a user to edit or modify a program, such as an input pin interface or an input interface of a chip, etc., and the output device 1102 may include an output device such as a display, a sound, etc.

In this embodiment, the processor of the terminal device includes a function for executing each module of the speech recognition apparatus in each device, and specific functions and technical effects may refer to the above embodiments, which are not described herein again.

Fig. 4 is a schematic diagram of a hardware structure of a terminal device according to another embodiments of the present application, fig. 4 is specific embodiments of the implementation process of fig. 3.

The second processor 1201 executes the computer program code stored in the second memory 1202 to implement the method described in fig. 1 in the above embodiment.

The secondary memory 1202 may comprise Random Access Memory (RAM), and may also include non-volatile memory, such as at least disk memories.

Optionally, the -th processor 1201 is disposed in the processing component 1200, the terminal device may further include a communication component 1203, a power supply component 1204, a multimedia component 1205, a voice component 1206, an input/output interface 1207, and/or a sensor component 1208.

The processing component 1200 may include or more second processors 1201 to execute instructions to perform all or part of the steps of the method illustrated in fig. 1 described above, furthermore, the processing component 1200 may include or more modules to facilitate interaction between the processing component 1200 and other components, for example, the processing component 1200 may include a multimedia module to facilitate interaction between the multimedia component 1205 and the processing component 1200.

The power component 1204 may include a power management system, one or more power supplies, and other components associated with generating, managing, and distributing power for the terminal device.

The multimedia components 1205 include a display screen that provides output interfaces between the terminal device and the user in embodiments the display screen may include a Liquid Crystal Display (LCD) and a Touch Panel (TP). if the display screen includes a touch panel, the display screen may be implemented as a touch screen to receive input signals from the user.

The voice component 1206 comprises Microphones (MICs) configured to receive external voice signals when the terminal device is in an operational mode, such as a voice recognition mode, for example, the received voice signals may be stored in the second memory 1202 or transmitted via the communication component 1203, in embodiments the voice component 1206 further comprises speakers for outputting voice signals.

The input/output interface 1207 provides an interface between the processing component 1200 and peripheral interface modules, which may be click wheels, buttons, etc. These buttons may include, but are not limited to: a volume button, a start button, and a lock button.

The sensor assembly 1208 can include or more sensors to provide various aspects of status assessment for the terminal device, for example, the sensor assembly 1208 can detect the open/closed status of the terminal device, the relative positioning of the assemblies, the presence or absence of user contact with the terminal device.

The communication component 1203 is configured to facilitate wired or wireless communication between the terminal device and other devices the terminal device may have access to a wireless network based on a communication standard, such as WiFi, 2G or 3G, or a combination thereof in embodiments, the terminal device may include a SIM card slot therein for inserting a SIM card such that the terminal device may log onto a GPRS network to establish communication with a server via the internet.

As can be seen from the above, the communication component 1203, the voice component 1206, the input/output interface 1207 and the sensor component 1208 referred to in the embodiment of fig. 4 can be implemented as the input device in the embodiment of fig. 3.

In summary, the feature classification-based service management methods, systems, devices and media of the present invention can predict customer behavior according to customer historical needs by interacting with service profiles, make decisions according to customer needs, improve work efficiency, classify key feature information, reduce the range of speech feature recognition, improve recognition efficiency, perform speech recognition by selecting representative key features, greatly reduce data computation, and simultaneously improve recognition efficiency by steps, and obtain speech responses corresponding to service information according to the interaction service profiles and customer speech inputs, thereby effectively enhancing user interaction experience.

It will be appreciated by those skilled in the art that modifications and variations can be made to the disclosed embodiments without departing from the spirit and scope of the invention, and therefore, is equivalent to modifications and variations that would be apparent to those skilled in the art without departing from the spirit and scope of the invention as disclosed in the appended claims.

Claims

1, A service management method based on feature classification, which is characterized in that it includes:

acquiring corresponding voice characteristics through voice input;

obtaining corresponding voice output response through the central key feature;

2. The feature classification-based service management method according to claim 1, wherein the category information of key features is obtained according to different service categories of the interactive service profile.

3. The method according to claim 2, wherein the key features are clustered to obtain a plurality of cluster centers and establish a correspondence between the cluster centers and the service classes.

4. The method according to claim 3, wherein the service characteristics corresponding to the service categories are obtained according to the cluster centers and the service categories corresponding to the cluster centers;

5. The feature classification-based service management method according to claim 1, wherein an interactive service profile is created according to historical visiting data, wherein the historical visiting data comprises: historical face information, historical voice information, key features and business information.

6. The feature classification-based traffic management method according to claim 5, wherein the key features include key word features and key phrase features.

7. The method according to claim 5, wherein the feature corpus of the service information is obtained according to a service category, and the key features of the speech input are obtained according to the feature corpus.

8. The feature classification-based service management method according to claim 1, wherein the voice features of the voice input are obtained, the voice features are matched with the central key features of the interactive service profile, and a corresponding voice output response is obtained according to the matching result.

9. The feature classification-based service management method according to claim 8, wherein a voice response library is provided, and a corresponding voice output response is obtained from the voice response library according to the corresponding service information obtained by the voice recognition.

10. The method according to claim 7, wherein the feature frequency information in the speech input is counted, and the feature corpus is updated according to the feature frequency information.

11. The method according to claim 10, wherein a feature frequency threshold is set, and when the feature frequency information exceeds the feature frequency threshold, the corresponding speech feature is used to update the feature corpus.

12. The feature classification-based service management method according to claim 11, wherein a filter library is set, and when the feature frequency information exceeds the feature frequency threshold, the corresponding speech features are filtered through the filter library to obtain service-related speech features, and the feature corpus is updated.

13. The feature classification-based service management method according to claim 12, wherein service features are obtained according to the service information, and the filter library is set according to the service features.

14, A service management system based on feature classification, comprising:

15. The system according to claim 14, comprising a corpus creating module for obtaining a feature corpus of the business information according to business category, and obtaining key features matching the speech features according to the feature corpus.

16. The feature-classification-based traffic management system according to any of claims 14 or 15 and , wherein the key features comprise keyword features and key phrase features.

17. The feature-classification-based service management system according to claim 14, comprising a classification module, configured to perform classification processing on key features corresponding to different service classes according to the interaction service profile, so as to obtain class information of the key features.

18. The feature-classification-based service management system according to claim 14, comprising a feature recognition module, configured to obtain a voice feature of the voice input, match the voice feature with the central key feature of the interactive service profile, and obtain a corresponding voice output response according to a matching result.

19. The feature classification-based traffic management system according to claim 15, comprising a statistics module, configured to count feature frequency information in the voice input, and update the feature corpus according to the feature frequency information.

20. The system according to claim 15, wherein the corpus updating module is configured to set a feature frequency threshold, and when the feature frequency information exceeds the feature frequency threshold, the corresponding speech feature is used to update the feature corpus.

21. The feature classification-based service management system according to claim 20, wherein the filtering module is configured to set a filtering library, and when the feature frequency information exceeds the feature frequency threshold, filter the corresponding speech features through the filtering library to obtain service-related speech features, and update the feature corpus.

22, apparatus, comprising:

or more processors, and

or more machine readable media having instructions stored thereon that, when executed by the or more processors, cause the device to perform the method of or more of claims 1-13.

One or more machine-readable media 23, , having instructions stored thereon, which when executed by the one or more processors , cause an apparatus to perform the method of of one or more of claims 1-13.