CN110990553A - Coupling method and system of intelligent sound box voice interaction system and insurance agent - Google Patents
Coupling method and system of intelligent sound box voice interaction system and insurance agent Download PDFInfo
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/33—Querying
- G06F16/332—Query formulation
- G06F16/3329—Natural language query formulation or dialogue systems
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
- G06Q40/08—Insurance
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
- G10L13/00—Speech synthesis; Text to speech systems
- G10L13/02—Methods for producing synthetic speech; Speech synthesisers
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/22—Procedures used during a speech recognition process, e.g. man-machine dialogue
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
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- G10L15/26—Speech to text systems
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- G—PHYSICS
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- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/22—Procedures used during a speech recognition process, e.g. man-machine dialogue
- G10L2015/223—Execution procedure of a spoken command
Abstract
The invention discloses a coupling method of an intelligent sound box voice interaction system and an insurance agent, which receives a voice request sent by a user through the intelligent sound box voice interaction system, and sends a switching request to the user for the user to confirm before sending a response result when the voice request triggers a preset keyword in the intelligent sound box voice interaction system. When the voice interaction system of the intelligent sound box receives the negative information of the user, a response result is issued; when the intelligent sound box voice interaction system receives the determination information of the user, extracting historical interaction information, and sending the user ID information of the user and the extracted historical interaction information to an insurance agent through a short message gateway server; the historical interactive information is information generated by a user and the intelligent sound box voice interactive system in the interactive process. The invention can improve the cooperative effect of the intelligent voice interaction system and the insurance agent, and is beneficial to improving the user experience of the voice interaction system.
Description
Technical Field
The invention relates to the field of Internet, in particular to a method and a system for coupling an intelligent sound box voice interaction system and an insurance agent.
Background
In recent two or three years, the smart sound box market has grown rapidly, and has gradually become a large-flow inlet of smart homes. The function of the sound box is continuously enhanced, and more abundant and various service contents are provided for users. More and more families have the intelligent loudspeaker box.
The existing intelligent sound box equipment generally adopts a voice interaction mode, namely a mode that a user asks for a response with a sound box. After the user activates the sound box and connects to the internet, the user can initiate a request to the sound box in a normal conversation mode. After receiving the voice request, a microphone module of the sound box transmits the voice data To a cloud, converts the voice data into Text data through a voice Recognition technology (ASR), then transmits the Text data To a back end, obtains a reply of a corresponding problem by combining other technologies (such as a natural voice processing technology), generates a voice file through a voice synthesis technology (Text-To-Speech, TTS), and finally plays the voice file on a sound box platform, so that a user obtains required response information, thereby completing the whole flow of voice interaction.
However, in the actual interactive process, a problem that the smart sound box cannot provide solutions always occurs, for example, a user may contact some specific insurance products or need insurance services in the process of seeking insurance business handling, and if the user simply replies the introduction of the insurance products, the user cannot prepare to know the actual service content of the insurance products, and needs manual intervention to solve the problem, so as to help the user know the specific content of the insurance products and definitely know the related insurance products.
Therefore, for voice interaction in a specific situation, the interaction manner of question and answer between the user and the smart speaker cannot meet the requirement of communication service.
Disclosure of Invention
In order to solve the problems in the prior art, the invention provides a method and a system for realizing multi-channel message sending of an intelligent sound box, so that the cooperative effect of an intelligent voice interaction system and an insurance agent is improved, and the improvement of the user experience of the voice interaction system is facilitated.
In order to achieve the above object, in a first aspect, an embodiment of the present invention provides a coupling method for a smart speaker voice interaction system and an insurance agent, including:
the method comprises the steps that a voice request sent by a first account is received through a voice interaction system of the intelligent sound box, and when the voice request triggers a preset keyword in the voice interaction system of the intelligent sound box, a switching request is sent to the first account for confirmation of the first account before a response result is sent;
when the voice interaction system of the intelligent sound box receives the negative information of the first account, a response result is issued;
when the intelligent sound box voice interaction system receives the determination information of the first account, extracting historical interaction information, and sending the user ID information of the first account and the extracted historical interaction information to a second account through a short message gateway server; the historical interactive information is information generated by the first account and the intelligent sound box voice interactive system in the interactive process;
the first account is a user, and the second account is an insurance agent.
Preferably, the historical interaction information includes at least one interaction content of the interaction between the first account and the voice interaction system of the smart sound box.
Preferably, the interactive content is screened, and the context information of the keyword is extracted.
In a second aspect, an embodiment of the present invention provides a coupling system between an intelligent sound box voice interaction system and an insurance agent, which includes an intelligent sound box voice interaction system and a short message gateway server;
when the voice request sent by the first account is received by the intelligent sound box voice interaction system, when the voice request triggers a preset keyword in the intelligent sound box voice interaction system, before a response result is sent, a switching request is sent to the first account for the first account to confirm;
when the voice interaction system of the intelligent sound box receives the negative information of the first account, a response result is issued;
when the intelligent sound box voice interaction system receives the determination information of the first account, extracting historical interaction information, and sending the user ID information of the first account and the extracted historical interaction information to a second account through a short message gateway server; the historical interactive information is information generated by the first account and the intelligent sound box voice interactive system in the interactive process;
the first account is a user, and the second account is an insurance agent.
Specifically, the intelligent sound box voice interaction system comprises a sound box access server, an automatic voice recognition (ASR) server, a text-to-speech (TTS) server and a service logic server;
the sound box access server is used for interacting voice files with the intelligent sound box terminal, is connected with an automatic voice recognition (ASR) server and a text-to-speech (TTS) server, and can send the voice files received by the intelligent sound box terminal to the automatic voice recognition (ASR) server for text processing and receive and broadcast the voice files sent by the text-to-speech (TTS) server;
the service logic server is used for obtaining a text request according to the conversion of the Automatic Speech Recognition (ASR) server, generating a corresponding text reply result and sending the text reply result to a text-to-speech (TTS) server; when the text reply result contains a keyword preset in the service logic server, the service logic server sends a switching request to the first account for the confirmation of the first account before issuing a response result; the service logic server is used for extracting historical interaction information and sending the user ID information of the first account and the extracted historical interaction information to the second account through the short message gateway server; the historical interaction information is information generated by the first account and the business logic server in the interaction process.
Specifically, the business logic server generates a text reply result corresponding to the text request by using a natural speech processing (NLP) technology.
By presetting the keywords in the intelligent sound box voice interaction system, the problems which cannot be well solved by the intelligent sound box voice interaction system can be forwarded to the insurance agent under the condition that the keywords are triggered, so that the insurance agent can timely contact with the user, the user question is better solved, and the requirements of the user are met. Meanwhile, the user experience of the intelligent sound box terminal is improved, the market competitiveness of the intelligent sound box terminal is enhanced, and the popularization of the intelligent sound box terminal is facilitated.
Drawings
The accompanying drawings, which are included to provide a further understanding of the invention and are incorporated in and constitute a part of this specification, illustrate embodiments of the invention and together with the description serve to explain the principles of the invention and not to limit the invention.
FIG. 1 is a block diagram of a coupling system for applying the method of the present invention;
FIG. 2 is a schematic diagram of a three-way mapping of a user ID, an insurance agent ID, and a device ID of a smart speaker terminal;
FIG. 3 is a logic flow diagram of the method of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are some, but not all, embodiments of the present invention. The embodiments of the present invention, and all other embodiments obtained by a person of ordinary skill in the art without any inventive work, belong to the scope of protection of the present invention.
It should be noted that the embodiments and features of the embodiments in the present application may be combined with each other without conflict.
The invention may be described in the general context of computer-executable instructions, such as program modules, being executed by a computer. Generally, program modules include routines, programs, objects, components, data structures, etc. that perform particular tasks or implement particular abstract data types. The invention may also be practiced in distributed computing environments where tasks are performed by remote processing devices that are linked through a communications network. In a distributed computing environment, program modules may be located in both local and remote computer storage media including memory storage devices.
As used in this disclosure, "module," "device," "system," and the like are intended to refer to a computer-related entity, either hardware, a combination of hardware and software, or software in execution. In particular, for example, an element may be, but is not limited to being, a process running on a processor, an object, an executable, a thread of execution, a program, and/or a computer. Also, an application or script running on a server, or a server, may be an element. One or more elements may be in a process and/or thread of execution and an element may be localized on one computer and/or distributed between two or more computers and may be operated by various computer-readable media. The elements may also communicate by way of local and/or remote processes based on a signal having one or more data packets, e.g., from a data packet interacting with another element in a local system, distributed system, and/or across a network in the internet with other systems by way of the signal.
For the understanding of the present invention, the application scenarios applicable to the present invention are first introduced:
in the insurance industry and other similar fields, insurance agents give intelligent sound box terminals to users in the users in a gift giving mode to the users. As shown in fig. 2, before the user uses the smart speaker terminal, the user ID needs to be bound with the device ID of the smart speaker terminal, and the binding process is completed through the mobile APP client on the mobile phone terminal. When the user uses the smart sound box terminal for the first time, the user needs to identify the smart sound box terminal at the APP client side, and then under the WiFi scene, the APP client side configures corresponding parameters for the smart sound box terminal, so that the smart sound box terminal is connected with the WiFi network accessed by the mobile phone terminal. The intelligent sound box terminal is connected to a WiFi network, the equipment ID (namely the unique serial number of the equipment) and the user ID registered by the user at the mobile phone APP client side are automatically transmitted to the back end, and the equipment ID and the user ID are bound at the back end to form a mapping table of the user ID and the equipment ID.
When the user binds the user ID with the equipment ID of the intelligent sound box terminal presented by the insurance agent, the intelligent sound box voice interaction system automatically combines the ID of the insurance agent with the equipment ID of the intelligent sound box to form three-party mapping of the intelligent sound box terminal, the user and the insurance agent.
The method is realized on the premise that the intelligent sound box terminal, the user and the insurance agent form three-party mapping.
Fig. 1 is a block diagram of a coupling system to which the method of the present invention is applied. As shown in fig. 1, the coupling system includes an intelligent speaker voice interaction system and a short message gateway server.
The intelligent sound box voice interaction system comprises a sound box access server, an automatic voice recognition (ASR) server, a text-to-speech (TTS) server and a service logic server.
The sound box access server is used for interacting voice files with the intelligent sound box terminal, is connected with an automatic voice recognition (ASR) server and a text-to-speech (TTS) server, and can send the voice files received by the intelligent sound box terminal to the automatic voice recognition (ASR) server for text processing and receive and broadcast the voice files sent by the text-to-speech (TTS) server;
the service logic server is used for obtaining a text request according to the conversion of the Automatic Speech Recognition (ASR) server, generating a corresponding text reply result and sending the text reply result to a text-to-speech (TTS) server; when the text reply result contains a keyword preset in the service logic server, the service logic server sends a switching request to the first account for the confirmation of the first account before issuing a response result; the service logic server is used for extracting historical interaction information and sending the user ID information of the first account and the extracted historical interaction information to the second account through the short message gateway server; the historical interaction information is information generated by the first account and the business logic server in the interaction process.
The business logic server adopts a natural speech processing (NLP) technology and combines information of the insurance company database to generate a text reply result corresponding to the text request. The database stores the user's user ID (including user name, contact phone), insurance agent information (including contact phone of insurance agent, category of available insurance, agent customer list, etc.). When the service logic server sends the historical interactive information to the insurance agent, the user ID information can be directly extracted from the database, the historical interactive information and the user ID information are spliced into the short message, the contact way of the insurance agent is obtained from the database, and the generated short message is sent to the mobile phone terminal of the insurance agent through the short message gateway server.
As shown in fig. 3, when a user performs question-and-answer voice interaction with the smart speaker terminal, the smart speaker terminal forwards a received voice request of the user to the SAR server, converts the voice request into a text request through the SAR server, sends the text request to the service logic server, and the service logic server performs analysis processing and provides a text reply result.
Before the service logic server sends the text reply result, the service logic server judges the text reply result according to the preset key words and detects whether the text reply result triggers the deep requirements of the user on insurance services.
And if not, sending the text reply result to a TTS server, converting the text reply result into a voice reply result, and broadcasting through the intelligent sound box terminal.
And if the user wishes to communicate with the insurance agent accurately, a switching request is generated and sent to the intelligent sound box terminal through the TTS server for broadcasting, and the user is inquired whether to wish to communicate with the insurance agent accurately. And if the user disagrees, the intelligent sound box terminal receives the negative information and feeds the negative information back to the service logic server, the service logic server sends the text reply result to the TTS server to convert the text reply result into a voice reply result, and the voice reply result is broadcasted through the intelligent sound box terminal to keep a normal question-answer voice interaction flow.
Under the condition of triggering and agreeing by the user, the business logic server extracts historical interaction information, splices the user ID information of the user and the extracted historical interaction information into a short message through the short message gateway server and sends the short message to a mobile phone terminal of the insurance agent, and informs the insurance agent that the user has potential requirements for consultation or purchase of insurance services, so that the agent can be in seamless communication with the user according to the historical interaction information.
For example, when a user A of an insurance agent performs question-and-answer interaction with an intelligent sound box terminal before national celebration, a keyword 'national celebration travel' is triggered, the intelligent sound box voice interaction system broadcasts a switching request to the user through the intelligent sound box terminal, after the user agrees, the intelligent sound box voice interaction system sends a short message containing historical interaction information and user ID information generated in the interaction process to the insurance agent through a short message gateway server, the insurance agent calls the user after obtaining related information, and detailed communication is performed on insurance products possibly required by the user.
Preferably, the historical interaction information includes at least one interaction content of the interaction between the first account and the voice interaction system of the smart sound box. So that the insurance agent communicates seamlessly with the user.
Preferably, when extracting the historical interaction information, the service logic server screens the interaction content in the historical interaction information to extract the context information of the keyword. The content of the historical interactive information is simplified through screening, so that the situation that the insurance agent is inconvenient to look up due to overlong short messages sent to the insurance agent or cannot send complete information due to overlong short messages is avoided.
Finally, it should be noted that: the above embodiments are only used to illustrate the technical solutions of the present application, and not to limit the same; although the present application has been described in detail with reference to the foregoing embodiments, it should be understood by those of ordinary skill in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some technical features may be equivalently replaced; and such modifications or substitutions do not depart from the spirit and scope of the corresponding technical solutions in the embodiments of the present application.
Claims (6)
1. A coupling method of an intelligent sound box voice interaction system and an insurance agent is characterized by comprising the following steps:
the method comprises the steps that a voice request sent by a first account is received through a voice interaction system of the intelligent sound box, and when the voice request triggers a preset keyword in the voice interaction system of the intelligent sound box, a switching request is sent to the first account for confirmation of the first account before a response result is sent;
when the voice interaction system of the intelligent sound box receives the negative information of the first account, a response result is issued;
when the intelligent sound box voice interaction system receives the determination information of the first account, extracting historical interaction information, and sending the user ID information of the first account and the extracted historical interaction information to a second account through a short message gateway server; the historical interactive information is information generated by the first account and the intelligent sound box voice interactive system in the interactive process;
the first account is a user, and the second account is an insurance agent.
2. The method as claimed in claim 1, wherein the historical interactive information includes at least one interactive content of the interaction between the first account and the voice interactive system of the smart speaker.
3. The method as claimed in claim 2, wherein the interactive content is screened to extract the context information of the keyword.
4. A coupling system of an intelligent sound box voice interaction system and an insurance agent is characterized by comprising an intelligent sound box voice interaction system and a short message gateway server;
when the voice request sent by the first account is received by the intelligent sound box voice interaction system, when the voice request triggers a preset keyword in the intelligent sound box voice interaction system, before a response result is sent, a switching request is sent to the first account for the first account to confirm;
when the voice interaction system of the intelligent sound box receives the negative information of the first account, a response result is issued;
when the intelligent sound box voice interaction system receives the determination information of the first account, extracting historical interaction information, and sending the user ID information of the first account and the extracted historical interaction information to a second account through a short message gateway server; the historical interactive information is information generated by the first account and the intelligent sound box voice interactive system in the interactive process;
the first account is a user, and the second account is an insurance agent.
5. The system for coupling a smart speaker voice interaction system with an insurance agent as recited in claim 4, wherein the smart speaker voice interaction system comprises a speaker access server, an Automatic Speech Recognition (ASR) server, a text-to-speech (TTS) server, and a business logic server;
the sound box access server is used for interacting voice files with the intelligent sound box terminal, is connected with an automatic voice recognition (ASR) server and a text-to-speech (TTS) server, and can send the voice files received by the intelligent sound box terminal to the automatic voice recognition (ASR) server for text processing and receive and broadcast the voice files sent by the text-to-speech (TTS) server;
the service logic server is used for obtaining a text request according to the conversion of the Automatic Speech Recognition (ASR) server, generating a corresponding text reply result and sending the text reply result to a text-to-speech (TTS) server; when the text reply result contains a keyword preset in the service logic server, the service logic server sends a switching request to the first account for the confirmation of the first account before issuing a response result; the service logic server is used for extracting historical interaction information and sending the user ID information of the first account and the extracted historical interaction information to the second account through the short message gateway server; the historical interaction information is information generated by the first account and the business logic server in the interaction process.
6. The system for multi-channel messaging by a smart speaker as recited in claim 5, wherein the service logic server generates the text reply result corresponding to the text request using a natural speech processing (NLP) technique.
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| CN114442504A (en) * | 2022-02-15 | 2022-05-06 | 深圳市华思特科技有限公司 | Intelligent home management system based on Internet of things |
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Application publication date: 20200410 |