CN111355853A - Call center data processing method and device - Google Patents
Call center data processing method and device Download PDFInfo
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- CN111355853A CN111355853A CN202010187246.XA CN202010187246A CN111355853A CN 111355853 A CN111355853 A CN 111355853A CN 202010187246 A CN202010187246 A CN 202010187246A CN 111355853 A CN111355853 A CN 111355853A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
- H04M3/4936—Speech interaction details
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
- H04W4/12—Messaging; Mailboxes; Announcements
- H04W4/14—Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD]
Abstract
The embodiment of the application provides a method and a device for processing call center data, wherein the method comprises the following steps: receiving and identifying real-time call voice of a user in a call to obtain a corresponding call text; matching the call text with a preset knowledge base by keywords, and generating telephone navigation content according to a result of matching the keywords; generating a corresponding confirmation short message according to the telephone navigation content and sending the confirmation short message to the user; the method and the device can solve the defects that the current call center cannot guide the user in the whole process, cannot dynamically guide and timely guide updating to confirm the user intention, and can not lead the user to be passively and accurately accessed to the user to obtain the required service due to the fact that the guiding purpose is not clear enough, so that the interaction effect can be better improved, and the user demand can be faster solved.
Description
Technical Field
The present application relates to the field of data processing, and in particular, to a method and an apparatus for processing data in a call center.
Background
The call center system is a customer service system established by using a call center technology, a user calls a uniform access number through a telephone, and after calling enters the system, the user is navigated through voice navigation, so that the user is guided to operate by self, and corresponding services are provided for the user. The incoming call can be distributed to client service personnel with corresponding skills, user consultation response is carried out, and call information can be recorded and stored.
With the continuous development of network technologies, in order to cope with incoming calls of more users, enterprises generally need to provide multiple self-service modes, users prompt operation of a combination key through a voice broadcast menu, search and select a required service, and enter an information query flow, a complaint suggestion flow, a manual service flow and the like.
However, in order to cover services that may be needed by more users and be suitable for more scenes, navigation menus are often too long and complicated and are all fixed menu navigation service flows, users can only listen to all broadcast contents, in practical application, the menu broadcast often has more subordinate menus, the flows are often too long, user step-by-step selection is complicated, and real-time interruption cannot be performed according to requirements. The call center often can not adjust the navigation broadcast according to the requirement and confirm the user intention in time, so that the user needs to listen to the voice broadcast for a long time to obtain the required service. After that, the user will not be confirmed again by other continuous services, and often the user still cannot obtain the required response service after talking, and the enterprise does not provide help to the user, and does not recover the corresponding index data, and thus good service cannot be provided for both the enterprise and the user.
As described above, the current call center system cannot meet the expectations of users in the information society for providing services to enterprises and the requirements of enterprises for recovering client data.
Disclosure of Invention
Aiming at the problems in the prior art, the application provides a call center data processing method and device, which can solve the defects that the existing call center cannot guide a user in the whole course, cannot dynamically guide and timely guide updating to confirm the user intention, and cannot definitely make the user in a passive state to accurately obtain the required service due to the guiding purpose, so that the interaction effect can be better improved, and the user requirements can be faster met.
In order to solve at least one of the above problems, the present application provides the following technical solutions:
in a first aspect, the present application provides a method for processing call center data, including:
receiving and identifying real-time call voice of a user in a call to obtain a corresponding call text;
matching the call text with a preset knowledge base by keywords, and generating telephone navigation content according to a result of matching the keywords;
and generating a corresponding confirmation short message according to the telephone navigation content and sending the confirmation short message to the user.
Further, after the generating a corresponding confirmation short message according to the phone navigation content and sending the confirmation short message to the user, the method further includes:
receiving a reply short message of the user, and verifying the reply short message;
and if the verification result is that the user passes, determining the corresponding user intention and executing the corresponding business process, otherwise, stopping the corresponding business process.
Further, still include:
judging whether the navigation flow ending path of the telephone navigation content points to no response and/or whether a manual service selection instruction of the user is received;
and if so, distributing the manual seats for the users according to the current manual seat state and establishing the call connection.
Further, the allocating manual seats to the users and establishing call connections according to the current manual seat states includes:
monitoring the current state of the manual seat;
and determining a corresponding manual seat and establishing a call connection according to the current manual seat state and the manual service instruction of the user.
In a second aspect, the present application provides a call center data processing apparatus, including:
the voice recognition module is used for receiving and recognizing real-time call voice of a user in a call to obtain a corresponding call text;
the keyword matching module is used for matching the call text with a preset knowledge base by keywords and generating telephone navigation content according to a keyword matching result;
and the short message confirmation module is used for generating a corresponding confirmation short message according to the telephone navigation content and sending the confirmation short message to the user.
Further, still include:
the reply short message verification unit is used for receiving the reply short message of the user and verifying the reply short message;
and the verification result unit is used for determining the corresponding user intention and executing the corresponding business process if the verification result is passed, and otherwise, stopping the corresponding business process.
Further, still include:
the manual position judging unit is used for judging whether the navigation flow ending path of the telephone navigation content points to no response and/or whether a manual service selection instruction of the user is received;
and the manual seat intervention unit is used for distributing a manual seat for the user and establishing a call connection according to the current manual seat state if the user is in the normal state.
Further, the manual seat intervention unit comprises:
the artificial seat state monitoring unit is used for monitoring the current artificial seat state;
and the manual seat allocation unit is used for determining a corresponding manual seat and establishing a call connection according to the current manual seat state and the manual service instruction of the user.
In a third aspect, the present application provides an electronic device, which includes a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor implements the steps of the call center data processing method when executing the program.
In a fourth aspect, the present application provides a computer-readable storage medium having stored thereon a computer program which, when executed by a processor, performs the steps of the call center data processing method described herein.
According to the technical scheme, the method and the device for processing the call center data are used for receiving and identifying the real-time call voice of the user in the call to obtain the corresponding call text; matching the call text with a preset knowledge base by keywords, and generating telephone navigation content according to a result of matching the keywords; generating a corresponding confirmation short message according to the telephone navigation content and sending the confirmation short message to the user; the method and the device can solve the defects that the current call center cannot guide the user in the whole process, cannot dynamically guide and timely guide updating to confirm the user intention, and can not lead the user to be passively and accurately accessed to the user to obtain the required service due to the fact that the guiding purpose is not clear enough, so that the interaction effect can be better improved, and the user demand can be faster solved.
Drawings
In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings needed to be used in the description of the embodiments or the prior art will be briefly introduced below, and it is obvious that the drawings in the following description are some embodiments of the present application, and it is obvious for those skilled in the art to obtain other drawings based on these drawings without creative efforts.
Fig. 1 is a schematic flow chart of a call center data processing method in an embodiment of the present application;
fig. 2 is a second schematic flowchart of a call center data processing method according to an embodiment of the present application;
fig. 3 is a third schematic flowchart of a call center data processing method according to an embodiment of the present application;
fig. 4 is a fourth flowchart illustrating a data processing method of a call center according to an embodiment of the present application;
FIG. 5 is a block diagram of a call center data processing apparatus according to an embodiment of the present application;
FIG. 6 is a second block diagram of a data processing device of a call center according to an embodiment of the present invention;
FIG. 7 is a third block diagram of a data processing device of a call center according to an embodiment of the present invention;
FIG. 8 is a fourth block diagram of a data processing device of a call center according to an embodiment of the present application;
fig. 9 is a schematic structural diagram of an electronic device in an embodiment of the present application.
Detailed Description
In order to make the objects, technical solutions and advantages of the embodiments of the present application clearer, the technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are some embodiments of the present application, but not all embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.
In consideration of the fact that the prior art is suitable for more scenes in order to cover services which may be needed by more users, navigation menus are often too long and complicated and are all fixed menu navigation service flows, users can only listen to all broadcast contents, in practical application, menu broadcast is often more in subordinate menus, the flows are often too long, user step-by-step selection is complicated, and real-time interruption cannot be performed according to requirements. The call center often can not adjust the navigation broadcast according to the requirement and confirm the user intention in time, so that the user needs to listen to the voice broadcast for a long time to obtain the required service. The method and the device for processing the call center data have the advantages that the user will not be confirmed again by other continuous services after the call, the required response service cannot be obtained after the user calls, help is not provided for the user, corresponding index data are not recycled by an enterprise, and good service cannot be provided for both the enterprise and the user; matching the call text with a preset knowledge base by keywords, and generating telephone navigation content according to a result of matching the keywords; generating a corresponding confirmation short message according to the telephone navigation content and sending the confirmation short message to the user; the method and the device can solve the defects that the current call center cannot guide the user in the whole process, cannot dynamically guide and timely guide updating to confirm the user intention, and can not lead the user to be passively and accurately accessed to the user to obtain the required service due to the fact that the guiding purpose is not clear enough, so that the interaction effect can be better improved, and the user demand can be faster solved.
In order to solve the defects that the current call center cannot guide a user in the whole course and cannot dynamically guide and update the intention of the user in time, and the problem that the user is in a passive state and cannot accurately obtain a required service due to the insufficient guidance purpose, the interaction effect can be better improved, and the user requirement can be quickly solved, the application provides an embodiment of a call center data processing method, and referring to fig. 1, the call center data processing method specifically comprises the following contents:
step S101: receiving and identifying real-time call voice of a user in a call to obtain a corresponding call text;
step S102: matching the call text with a preset knowledge base by keywords, and generating telephone navigation content according to a result of matching the keywords;
optionally, after the call is incoming, voice navigation prompt information is provided for the user through the call center navigation menu for the user to select.
Optionally, the navigation provides multi-level menu options, each option contains the voice information of the option, and the user prompts the key to select the required service through the voice information and sends a menu instruction.
Optionally, during the call, call content is recognized in real time, the voice data is recognized as a text, further voice interaction is performed through the call center platform, the recognized text data is matched with the calling platform system knowledge base interface keywords, corresponding navigation content is obtained, an execution result is obtained, and the text data is matched with the call center platform pre-release audio data and played. And the user broadcasts the menu navigation provided by the voice command through the platform, and the key selection command executes the command corresponding to the option to provide the navigation of the next operation. And gradually confirming the user requirements and providing a corresponding self-service navigation menu.
Step S103: and generating a corresponding confirmation short message according to the telephone navigation content and sending the confirmation short message to the user.
Optionally, after the call is ended, according to the platform receiving instruction information, the final ending path is pointed according to each level of navigation flow, a corresponding guiding short message of the ending path is provided, and the short message is sent to the user side through the platform. The user can directly reply and confirm the conversation effect through the short message.
As can be seen from the above description, the call center data processing method provided in the embodiment of the present application can obtain a corresponding call text by receiving and recognizing the real-time call voice of the user in the call; matching the call text with a preset knowledge base by keywords, and generating telephone navigation content according to a result of matching the keywords; generating a corresponding confirmation short message according to the telephone navigation content and sending the confirmation short message to the user; the method and the device can solve the defects that the current call center cannot guide the user in the whole process, cannot dynamically guide and timely guide updating to confirm the user intention, and can not lead the user to be passively and accurately accessed to the user to obtain the required service due to the fact that the guiding purpose is not clear enough, so that the interaction effect can be better improved, and the user demand can be faster solved.
In order to verify the reply short message sent by the user, in an embodiment of the call center data processing method of the present application, referring to fig. 2, the following may be specifically included:
step S201: receiving a reply short message of the user, and verifying the reply short message;
step S202: and if the verification result is that the user passes, determining the corresponding user intention and executing the corresponding business process, otherwise, stopping the corresponding business process.
Optionally, a user intention confirmation is sent to the user side, the user intention request is provided with a confirmation identifier, and the call center receives the verification result after the user replies according to the indication. And verifying the received result and the user intention result based on the results shown by the call center voice interaction and navigation flow ending path.
In order to be able to intervene in manual seats in time, in an embodiment of the call center data processing method of the present application, referring to fig. 3, the following may be further included:
step S301: judging whether the navigation flow ending path of the telephone navigation content points to no response and/or whether a manual service selection instruction of the user is received;
step S302: and if so, distributing the manual seats for the users according to the current manual seat state and establishing the call connection.
Optionally, when the navigation process ending path points to no corresponding response or the user selects the option corresponding to the manual service, the call center seat control module allocates the available seat according to the seat state.
In order to reasonably allocate manual seats, in an embodiment of the call center data processing method of the present application, referring to fig. 4, the following may be further included:
step S401: monitoring the current state of the manual seat;
step S402: and determining a corresponding manual seat and establishing a call connection according to the current manual seat state and the manual service instruction of the user.
Optionally, the call center control module records all the seat states, allocates available seat phones to the communication queuing machine according to the service required by the user and the manual seat state under the condition that the incoming user requires manual switching, realizes call access under the instruction of switching to the manual seat and seat-assigned communication queuing, and when a customer service person logs in, matches with an idle manual seat, notifies the queuing machine of the seat state, and the queuing machine initiates a call to the seat phone, connects the user speech path, and controls the user speech path. After the communication, the customer service personnel can communicate with the user through the seat telephone.
Optionally, the seat telephone enables the user and the customer service staff to perform manual voice response, so that the user demand response is perfected.
In order to solve the defects that the current call center cannot guide a user in the whole course, cannot dynamically guide and timely guide and update the intention of the user, and cannot ensure that the user is in a passive state because the guiding purpose is not clear enough, the user can not accurately obtain the required service, the interaction effect can be better improved, and the user requirement can be quickly solved, the application provides an embodiment of the call center data processing device for realizing all or part of the contents of the call center data processing method, and referring to fig. 5, the call center data processing device specifically comprises the following contents:
the voice recognition module 10 is configured to receive and recognize a real-time call voice of a user in a call, and obtain a corresponding call text;
the keyword matching module 20 is configured to perform keyword matching on the call text and a preset knowledge base, and generate phone navigation content according to a result of the keyword matching;
and the short message confirmation module 30 is used for generating a corresponding confirmation short message according to the telephone navigation content and sending the confirmation short message to the user.
As can be seen from the above description, the call center data processing apparatus provided in the embodiment of the present application can obtain a corresponding call text by receiving and recognizing a real-time call voice of a user in a call; matching the call text with a preset knowledge base by keywords, and generating telephone navigation content according to a result of matching the keywords; generating a corresponding confirmation short message according to the telephone navigation content and sending the confirmation short message to the user; the method and the device can solve the defects that the current call center cannot guide the user in the whole process, cannot dynamically guide and timely guide updating to confirm the user intention, and can not lead the user to be passively and accurately accessed to the user to obtain the required service due to the fact that the guiding purpose is not clear enough, so that the interaction effect can be better improved, and the user demand can be faster solved.
In an embodiment of the call center data processing apparatus of the present application, referring to fig. 6, the following contents are further specifically included:
a reply short message verification unit 41, configured to receive a reply short message of the user and verify the reply short message;
and a verification result unit 42, configured to determine a corresponding user intention and execute a corresponding service flow if the verification result is that the user will pass, and otherwise, terminate the corresponding service flow.
In an embodiment of the call center data processing apparatus of the present application, referring to fig. 7, the following contents are further specifically included:
a manual position determination unit 51, configured to determine whether a navigation flow ending path of the phone navigation content points to no response and/or whether a manual service selection instruction of the user is received;
and the manual seat intervention unit 52 is configured to, if yes, allocate a manual seat to the user according to the current manual seat state and establish a call connection.
In an embodiment of the call center data processing apparatus of the present application, referring to fig. 8, the human seat intervention unit 52 includes:
the manual seat state monitoring unit 521 is used for monitoring the current manual seat state;
and an artificial seat allocation unit 522, configured to determine a corresponding artificial seat according to the current artificial seat state and the artificial service instruction of the user, and establish a call connection.
To further explain the present solution, the present application further provides a specific application example for implementing the method for processing call center data by using the above call center data processing apparatus, which specifically includes the following contents:
key validation in a telephone
After the incoming call, voice navigation prompt information is provided for the user through the call center navigation menu for the user to select.
Navigation provides multi-level menu options, each option comprises the voice information of the option, and a user prompts a key to select the required service through the voice information and sends a menu instruction.
And recognizing the conversation content in real time during the conversation, recognizing the voice data into texts, further performing voice interaction through a call center platform, matching the recognized text data with the calling platform system knowledge base interface keywords, acquiring corresponding navigation content, obtaining an execution result, and matching and playing the text data with the pre-issued audio data of the call center platform. And the user broadcasts the menu navigation provided by the voice command through the platform, and the key selection command executes the command corresponding to the option to provide the navigation of the next operation. And gradually confirming the user requirements and providing a corresponding self-service navigation menu.
Second, short message reply confirmation after telephone call
And after the call is finished, according to the instruction information received by the platform and the final ending path pointed by each level of navigation flow, providing a corresponding guiding short message of the ending path, and sending the guiding short message to the user side through the platform. The user can directly reply and confirm the conversation effect through the short message.
And sending user intention confirmation to the user side, wherein the user intention request is provided with a confirmation identifier, and the call center receives the verification result after the user replies according to the indication. And verifying the received result and the user intention result based on the results shown by the call center voice interaction and navigation flow ending path.
Third, others orally acknowledge by manual callback
And when the navigation flow path ending point has no corresponding response or the user selects the option corresponding to the manual service, distributing the available seat according to the seat state through the call center seat control module.
The call center control module records all the seat states, under the condition that an incoming user requires manual switching, the available seat phones are distributed to the communication queuing machine according to the service required by the user and the manual seat states, the call access under the instruction of switching to the manual seat and the seat appointed communication queuing are realized, when a customer service person logs in, the idle manual seat is matched, the seat state is notified to the queuing machine, the queuing machine initiates a call to the seat phone, the user phone channel is connected, and the user phone channel is controlled. After the communication, the customer service personnel can communicate with the user through the seat telephone.
The seat telephone enables the user and the customer service staff to carry out manual voice response, and the response of the user requirement is perfected.
As can be seen from the above, the present application can achieve at least the following technical effects:
the method can select a navigation menu key according to the user, synchronize to the current execution task in real time, confirm the user intention, guide the user, reduce the waiting time of an incoming user and improve the user experience.
And 2, replying confirmation by short messages after the conversation is finished, confirming the intention of the user again, checking and confirming the conversation effect.
And 3, if other conditions without preset problems occur, manual seat switching can be provided for the user to quickly and directly reach the required service, and the defects that the preset response is insufficient and all problems of the user are covered and the user cannot obtain the required service response after answering can be overcome.
In terms of hardware, in order to solve the defects that the current call center cannot guide the user in the whole course, cannot dynamically guide and timely guide and update the intention of the user, and the problem that the user is in a passive state and cannot accurately obtain the required service due to the guidance purpose is not clear enough, the interaction effect can be better improved, and the user requirement can be quickly solved, the application provides an embodiment of electronic equipment for realizing all or part of contents in the call center data processing method, and the electronic equipment specifically comprises the following contents:
a processor (processor), a memory (memory), a communication Interface (Communications Interface), and a bus; the processor, the memory and the communication interface complete mutual communication through the bus; the communication interface is used for realizing information transmission between the call center data processing device and relevant equipment such as a core service system, a user terminal, a relevant database and the like; the logic controller may be a desktop computer, a tablet computer, a mobile terminal, and the like, but the embodiment is not limited thereto. In this embodiment, the logic controller may be implemented with reference to the embodiment of the call center data processing method and the embodiment of the call center data processing apparatus in the embodiment, and the contents thereof are incorporated herein, and repeated descriptions are omitted.
It is understood that the user terminal may include a smart phone, a tablet electronic device, a network set-top box, a portable computer, a desktop computer, a Personal Digital Assistant (PDA), an in-vehicle device, a smart wearable device, and the like. Wherein, intelligence wearing equipment can include intelligent glasses, intelligent wrist-watch, intelligent bracelet etc..
In practical applications, part of the call center data processing method may be executed on the electronic device side as described above, or all operations may be completed in the client device. The selection may be specifically performed according to the processing capability of the client device, the limitation of the user usage scenario, and the like. This is not a limitation of the present application. The client device may further include a processor if all operations are performed in the client device.
The client device may have a communication module (i.e., a communication unit), and may be communicatively connected to a remote server to implement data transmission with the server. The server may include a server on the task scheduling center side, and in other implementation scenarios, the server may also include a server on an intermediate platform, for example, a server on a third-party server platform that is communicatively linked to the task scheduling center server. The server may include a single computer device, or may include a server cluster formed by a plurality of servers, or a server structure of a distributed apparatus.
Fig. 9 is a schematic block diagram of a system configuration of an electronic device 9600 according to an embodiment of the present application. As shown in fig. 9, the electronic device 9600 can include a central processor 9100 and a memory 9140; the memory 9140 is coupled to the central processor 9100. Notably, this fig. 9 is exemplary; other types of structures may also be used in addition to or in place of the structure to implement telecommunications or other functions.
In one embodiment, the call center data processing method functions may be integrated into the central processor 9100. The central processor 9100 may be configured to control as follows:
step S101: receiving and identifying real-time call voice of a user in a call to obtain a corresponding call text;
step S102: matching the call text with a preset knowledge base by keywords, and generating telephone navigation content according to a result of matching the keywords;
step S103: and generating a corresponding confirmation short message according to the telephone navigation content and sending the confirmation short message to the user.
As can be seen from the above description, the electronic device provided in the embodiment of the present application obtains a corresponding call text by receiving and recognizing a real-time call voice of a user in a call; matching the call text with a preset knowledge base by keywords, and generating telephone navigation content according to a result of matching the keywords; generating a corresponding confirmation short message according to the telephone navigation content and sending the confirmation short message to the user; the method and the device can solve the defects that the current call center cannot guide the user in the whole process, cannot dynamically guide and timely guide updating to confirm the user intention, and can not lead the user to be passively and accurately accessed to the user to obtain the required service due to the fact that the guiding purpose is not clear enough, so that the interaction effect can be better improved, and the user demand can be faster solved.
In another embodiment, the call center data processing apparatus may be configured separately from the central processor 9100, for example, the call center data processing apparatus may be configured as a chip connected to the central processor 9100, and the function of the call center data processing method may be realized by the control of the central processor.
As shown in fig. 9, the electronic device 9600 may further include: a communication module 9110, an input unit 9120, an audio processor 9130, a display 9160, and a power supply 9170. It is noted that the electronic device 9600 also does not necessarily include all of the components shown in fig. 9; in addition, the electronic device 9600 may further include components not shown in fig. 9, which may be referred to in the prior art.
As shown in fig. 9, a central processor 9100, sometimes referred to as a controller or operational control, can include a microprocessor or other processor device and/or logic device, which central processor 9100 receives input and controls the operation of the various components of the electronic device 9600.
The memory 9140 can be, for example, one or more of a buffer, a flash memory, a hard drive, a removable media, a volatile memory, a non-volatile memory, or other suitable device. The information relating to the failure may be stored, and a program for executing the information may be stored. And the central processing unit 9100 can execute the program stored in the memory 9140 to realize information storage or processing, or the like.
The input unit 9120 provides input to the central processor 9100. The input unit 9120 is, for example, a key or a touch input device. Power supply 9170 is used to provide power to electronic device 9600. The display 9160 is used for displaying display objects such as images and characters. The display may be, for example, an LCD display, but is not limited thereto.
The memory 9140 can be a solid state memory, e.g., Read Only Memory (ROM), Random Access Memory (RAM), a SIM card, or the like. There may also be a memory that holds information even when power is off, can be selectively erased, and is provided with more data, an example of which is sometimes called an EPROM or the like. The memory 9140 could also be some other type of device. Memory 9140 includes a buffer memory 9141 (sometimes referred to as a buffer). The memory 9140 may include an application/function storage portion 9142, the application/function storage portion 9142 being used for storing application programs and function programs or for executing a flow of operations of the electronic device 9600 by the central processor 9100.
The memory 9140 can also include a data store 9143, the data store 9143 being used to store data, such as contacts, digital data, pictures, sounds, and/or any other data used by an electronic device. The driver storage portion 9144 of the memory 9140 may include various drivers for the electronic device for communication functions and/or for performing other functions of the electronic device (e.g., messaging applications, contact book applications, etc.).
The communication module 9110 is a transmitter/receiver 9110 that transmits and receives signals via an antenna 9111. The communication module (transmitter/receiver) 9110 is coupled to the central processor 9100 to provide input signals and receive output signals, which may be the same as in the case of a conventional mobile communication terminal.
Based on different communication technologies, a plurality of communication modules 9110, such as a cellular network module, a bluetooth module, and/or a wireless local area network module, may be provided in the same electronic device. The communication module (transmitter/receiver) 9110 is also coupled to a speaker 9131 and a microphone 9132 via an audio processor 9130 to provide audio output via the speaker 9131 and receive audio input from the microphone 9132, thereby implementing ordinary telecommunications functions. The audio processor 9130 may include any suitable buffers, decoders, amplifiers and so forth. In addition, the audio processor 9130 is also coupled to the central processor 9100, thereby enabling recording locally through the microphone 9132 and enabling locally stored sounds to be played through the speaker 9131.
An embodiment of the present application further provides a computer-readable storage medium capable of implementing all the steps in the call center data processing method with the execution subject being the server or the client in the foregoing embodiments, where the computer-readable storage medium stores a computer program, and when the computer program is executed by a processor, the computer program implements all the steps in the call center data processing method with the execution subject being the server or the client in the foregoing embodiments, for example, when the processor executes the computer program, the processor implements the following steps:
step S101: receiving and identifying real-time call voice of a user in a call to obtain a corresponding call text;
step S102: matching the call text with a preset knowledge base by keywords, and generating telephone navigation content according to a result of matching the keywords;
step S103: and generating a corresponding confirmation short message according to the telephone navigation content and sending the confirmation short message to the user.
As can be seen from the above description, the computer-readable storage medium provided in the embodiment of the present application obtains a corresponding call text by receiving and recognizing a real-time call voice of a user in a call; matching the call text with a preset knowledge base by keywords, and generating telephone navigation content according to a result of matching the keywords; generating a corresponding confirmation short message according to the telephone navigation content and sending the confirmation short message to the user; the method and the device can solve the defects that the current call center cannot guide the user in the whole process, cannot dynamically guide and timely guide updating to confirm the user intention, and can not lead the user to be passively and accurately accessed to the user to obtain the required service due to the fact that the guiding purpose is not clear enough, so that the interaction effect can be better improved, and the user demand can be faster solved.
As will be appreciated by one skilled in the art, embodiments of the present invention may be provided as a method, apparatus, or computer program product. Accordingly, the present invention may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present invention may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
The present invention is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (devices), and computer program products according to embodiments of the invention. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
The principle and the implementation mode of the invention are explained by applying specific embodiments in the invention, and the description of the embodiments is only used for helping to understand the method and the core idea of the invention; meanwhile, for a person skilled in the art, according to the idea of the present invention, there may be variations in the specific embodiments and the application scope, and in summary, the content of the present specification should not be construed as a limitation to the present invention.
Claims (10)
1. A method for call center data processing, the method comprising:
receiving and identifying real-time call voice of a user in a call to obtain a corresponding call text;
matching the call text with a preset knowledge base by keywords, and generating telephone navigation content according to a result of matching the keywords;
and generating a corresponding confirmation short message according to the telephone navigation content and sending the confirmation short message to the user.
2. The method as claimed in claim 1, wherein after generating the corresponding confirmation short message according to the phone navigation content and sending the confirmation short message to the user, the method further comprises:
receiving a reply short message of the user, and verifying the reply short message;
and if the verification result is that the user passes, determining the corresponding user intention and executing the corresponding business process, otherwise, stopping the corresponding business process.
3. The call center data processing method of claim 1, further comprising:
judging whether the navigation flow ending path of the telephone navigation content points to no response and/or whether a manual service selection instruction of the user is received;
and if so, distributing the manual seats for the users according to the current manual seat state and establishing the call connection.
4. The method for processing data in a call center according to claim 3, wherein the allocating manual seats to the users and establishing call connections according to the current manual seat status comprises:
monitoring the current state of the manual seat;
and determining a corresponding manual seat and establishing a call connection according to the current manual seat state and the manual service instruction of the user.
5. A call center data processing apparatus, comprising:
the voice recognition module is used for receiving and recognizing real-time call voice of a user in a call to obtain a corresponding call text;
the keyword matching module is used for matching the call text with a preset knowledge base by keywords and generating telephone navigation content according to a keyword matching result;
and the short message confirmation module is used for generating a corresponding confirmation short message according to the telephone navigation content and sending the confirmation short message to the user.
6. The call center data processing apparatus of claim 5, further comprising:
the reply short message verification unit is used for receiving the reply short message of the user and verifying the reply short message;
and the verification result unit is used for determining the corresponding user intention and executing the corresponding business process if the verification result is passed, and otherwise, stopping the corresponding business process.
7. The call center data processing apparatus of claim 5, further comprising:
the manual position judging unit is used for judging whether the navigation flow ending path of the telephone navigation content points to no response and/or whether a manual service selection instruction of the user is received;
and the manual seat intervention unit is used for distributing a manual seat for the user and establishing a call connection according to the current manual seat state if the user is in the normal state.
8. The call center data processing apparatus according to claim 7, wherein the human agent intervention unit comprises:
the artificial seat state monitoring unit is used for monitoring the current artificial seat state;
and the manual seat allocation unit is used for determining a corresponding manual seat and establishing a call connection according to the current manual seat state and the manual service instruction of the user.
9. An electronic device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, characterized in that the steps of the call center data processing method according to any one of claims 1 to 4 are implemented when the processor executes the program.
10. A computer-readable storage medium, on which a computer program is stored, which, when being executed by a processor, carries out the steps of the call center data processing method according to any one of claims 1 to 4.
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