CN111435959A - Intelligent dialing method, system, computer storage medium, vehicle machine/mobile terminal - Google Patents
Intelligent dialing method, system, computer storage medium, vehicle machine/mobile terminal Download PDFInfo
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- CN111435959A CN111435959A CN201910031700.XA CN201910031700A CN111435959A CN 111435959 A CN111435959 A CN 111435959A CN 201910031700 A CN201910031700 A CN 201910031700A CN 111435959 A CN111435959 A CN 111435959A
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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
- H04M3/527—Centralised call answering arrangements not requiring operator intervention
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2242/00—Special services or facilities
- H04M2242/18—Automated outdialling systems
Abstract
The invention provides an intelligent dialing method, an intelligent dialing system, a computer storage medium, a vehicle machine/mobile terminal, which are applied to a scene of automatically contacting a client; the intelligent dialing method comprises the following steps: acquiring voice information input by a user; extracting a client keyword and a service request aiming at the client from the voice information; searching a customer service telephone of a user to contact the customer according to the customer keyword, and dialing the customer service telephone; after the customer service telephone is connected, receiving voice prompt information fed back by the customer service telephone; and executing the dialing operation corresponding to the service request of the client according to the service request of the client and the voice prompt information. The invention saves the time for the user to listen to the lengthy voice prompt of each level of menu, avoids the user forgetting the digital option corresponding to the designated option, greatly improves the operation efficiency and the success rate of the user to make a customer service call, and facilitates the operation of the user.
Description
Technical Field
The invention belongs to the technical field of terminal application, relates to a dialing method and a system, and particularly relates to an intelligent dialing method and system, a computer storage medium and a vehicle machine/mobile terminal.
Background
Currently, it is inconvenient for users to dial various customer service telephones (such as the customer service telephone of a bank), and the dialing method has a plurality of defects. For example, after the user dials the phone, when listening to the voice prompt, there may be 7 or 8 service contents selectable in a certain level of menu, and the user hears that the user may forget the front, and at this time, the user needs to return to the upper level menu and re-enter and listen without knowing how many service contents are selected by number. Moreover, if too many options are available in a level of menus, it may take a long time to hear the voice prompt, delaying the user too much.
For example, a user needs to connect to a manual service of a certain bank, but the voice call is too verbose, the user needs to input many options, and the user cannot directly communicate with the manual service of the certain bank, so that the operation efficiency and success rate of the user for making a voice call are low.
Therefore, how to provide an intelligent dialing method, system, computer storage medium, vehicle/mobile terminal to solve the defects of low operation efficiency and low success rate of the user dialing voice call caused by the fact that the prior art cannot communicate with the customer service telephone according to the requirements of the user, and the like, has become a technical problem to be solved urgently by the technical personnel in the field.
Disclosure of Invention
In view of the above disadvantages of the prior art, an object of the present invention is to provide an intelligent dialing method, system, computer storage medium, and car/mobile terminal, which are used to solve the problems that the prior art cannot communicate with a customer service telephone according to the needs of a user, resulting in low operation efficiency and low success rate when the user dials a voice call.
In order to achieve the above objects and other related objects, the present invention provides an intelligent dialing method for automatically contacting a client; the intelligent dialing method comprises the following steps: acquiring voice information input by a user; extracting a client keyword and a service request aiming at the client from the voice information; searching a customer service telephone of a user to contact the customer according to the customer keyword, and dialing the customer service telephone; after the customer service telephone is connected, receiving voice prompt information fed back by the customer service telephone; and executing the dialing operation corresponding to the service request of the client according to the service request of the client and the voice prompt information.
In an embodiment of the present invention, the voice prompt information fed back by the customer service telephone includes one and/or more of the following information: each level of menu structure of voice prompt, each voice prompt option contained in each level of menu structure, and a number sequence corresponding to each voice prompt option; and/or information of time intervals required to be met when the number and/or symbol sequences required by the appointed options in the voice prompt options are dialed in sequence; and/or information that lasts for a normal time interval without a voice prompt.
In one embodiment of the present invention, the sequence of numbers and/or symbols required to enter the specified one of the voice prompt options includes a user's certificate number, an account number registered at the customer, and/or a password.
In an embodiment of the present invention, before sequentially dialing the number and/or symbol sequence required by the designated option in the voice prompt option, the intelligent dialing method further includes reading the certificate number, account number, and/or password of the user from a database in which the certificate number, account number, and/or password of the user input by the user are stored in advance, so as to dial directly according to the voice prompt information.
In an embodiment of the present invention, the step of executing the dialing operation corresponding to the service request of the client according to the service request of the client and the voice prompt information includes: dialing according to the number and/or symbol sequence corresponding to each voice prompt option; or directly dialing according to the read certificate number, account number and/or password of the user.
In an embodiment of the present invention, the service request of the client includes a manual service request and a non-manual service request; the intelligent dialing method further comprises the following steps: if the service request of the client is an artificial service request, outputting voice information with the semantic of connecting the artificial service, and switching the voice of the user in the process of connecting the artificial service; and if the service request of the client is a non-manual service request, continuing to execute the dialing operation corresponding to the service request of the client according to the voice prompt information.
In an embodiment of the present invention, the intelligent dialing method further includes: recording and executing a dialing operation corresponding to the service request of the client; and under the condition that the line is disconnected in the communication process after the customer service call is dialed, the customer service call is dialed again, and the recorded dialing operation corresponding to the service request of the customer is automatically and sequentially executed.
The invention provides an intelligent dialing system on the other hand, which is applied to a scene of automatically contacting a client; the intelligent dialing system comprises: the acquisition module is used for acquiring voice information input by a user; the extraction module is used for extracting a client keyword and a service request aiming at the client from the voice information; the searching module is used for searching the customer service telephone of the customer to be contacted by the user according to the customer keyword; a dialing module for dialing the customer service telephone; the receiving module is used for receiving the voice prompt information fed back by the customer service telephone after the customer service telephone is connected; and the operation module is used for calling the dialing module to execute the dialing operation corresponding to the service request of the client according to the service request of the client and the voice prompt information.
Yet another aspect of the present invention provides a computer storage medium having stored thereon a computer program which, when executed by a processor, implements the intelligent dialing method.
In another aspect, the present invention provides a vehicle end, comprising: a processor and a memory; the memory is used for storing computer programs, and the processor is used for executing the computer programs stored in the memory so as to enable the vehicle end to execute the intelligent dialing method.
A final aspect of the present invention provides a mobile terminal, including: a processor and a memory; the memory is used for storing computer programs, and the processor is used for executing the computer programs stored by the memory so as to enable the mobile terminal to execute the intelligent dialing method.
As described above, the intelligent dialing method, system, computer storage medium, vehicle machine/mobile terminal according to the present invention have the following beneficial effects:
the intelligent dialing method, the system, the computer storage medium and the vehicle/mobile terminal provided by the invention save the time for a user to listen to the lengthy voice prompt of each level of menu, avoid the user from forgetting the digital option corresponding to the designated option, greatly improve the operating efficiency and the success rate of the user for dialing the customer service telephone and facilitate the operation of the user. Under the condition that a user needs to input information such as certificate numbers, account numbers, passwords and the like, the operation efficiency and the success rate of the user for making a voice call can be improved more obviously by directly calling the prestored digital sequences of the information.
Drawings
Fig. 1 is a schematic view of a scenario in which the present invention is applied.
Fig. 2 is a flowchart illustrating an intelligent dialing method according to an embodiment of the present invention.
FIG. 3 is a schematic diagram of a program product according to the present invention.
Fig. 4 is a schematic structural diagram of an intelligent dialing system according to an embodiment of the present invention.
Fig. 5 is a schematic hardware structure diagram of a vehicle end or a mobile terminal according to an embodiment of the invention.
Description of the element reference numerals
1 scene
11 Mobile terminal
12 vehicle end
13 client
3 program product
4 intelligent dialing system
41 acquisition module
42 extraction module
43 lookup module
44 dialing module
45 receiving module
46 operating module
5 car machine end or mobile terminal
51 processor
52 memory
53 transceiver
54 communication interface
55 System bus
S1-Sn step
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 the components in actual implementation may be changed freely, and the layout of the components may be more complicated.
Example one
The embodiment provides an intelligent dialing method, which is applied to a scene of automatically contacting a client; the intelligent dialing method comprises the following steps:
acquiring voice information input by a user;
extracting a client keyword and a service request aiming at the client from the voice information;
searching a customer service telephone of a user to contact the customer according to the customer keyword, and dialing the customer service telephone;
after the customer service telephone is connected, receiving voice prompt information fed back by the customer service telephone;
and executing the dialing operation corresponding to the service request of the client according to the service request of the client and the voice prompt information.
The intelligent dialing method provided by the present embodiment will be described in detail below with reference to the drawings. The intelligent dialing method according to this embodiment is applied to a scenario 1 as shown in fig. 1, where the scenario 1 is that a user automatically contacts a client 13 through a mobile terminal 11 or a car terminal 12. The customers 13 include banks, other financial institutions, telecommunications operators, product vendors, service institutions, and the like. These customers are all configured with customer service telephones. However, the scope of the present invention is not limited to customer service phones, but is applicable to a wide variety of phones that include voice prompt options, whether automatic voice calls or semi-automatic voice, semi-manual phones.
According to the embodiment of the invention, the voice prompt option can be various functional options provided by the customer service telephone through an automatic voice broadcasting mode. Taking the customer service telephone of the telecom operator as an example, the voice prompt menu options may include, for example: telephone charge balance inquiry, package usage inquiry, preferential activity inquiry, loss report, service consultation and the like. The voice prompt menu option is presented in this embodiment by way of example to a customer service telephone of a mobile operator to assist those skilled in the art in better understanding the principles of the present invention, but is not meant to limit the scope of the invention thereto. Preferably, the voice prompt options may comprise a multi-level menu structure, and a plurality of voice prompt options may be contained under each level of menu, and the user may enter the corresponding menu structure and voice prompt menu options, for example, by dialing different numbers or symbols.
In this embodiment, the intelligent dialing method and system provided by this embodiment may be applied to various mobile terminals running various operating systems, including, but not limited to, a smart phone and a tablet computer running mobile operating systems such as Android, iOS, Windows phone, and the like, or a personal computer, a notebook computer running desktop operating systems such as Windows, MacOS, L inux, and the like.
Please refer to fig. 2, which is a flowchart illustrating an intelligent dialing method according to an embodiment. As shown in fig. 2, the intelligent dialing method includes the following steps:
and S21, acquiring the voice information input by the user. In the present embodiment, voice information input by a user is received through a microphone provided on the mobile terminal.
Voice information input by the user, for example, i need to connect manual service of the mobile operator, or i need to connect business consultation of the mobile operator.
S22, extracting the client keyword and the service request for the client from the voice information.
In this embodiment, the client keyword is a full name of the client or an abbreviation of the client. The customer is named as China Mobile communication operator, and the customer is named as Mobile. The service requests for the customer are manual service requests and non-manual service requests. The non-manual service request comprises the requirements of telephone inquiry fee balance, inquiry package usage, inquiry preferential activity, loss report, business consultation and the like.
S23, according to the client keyword, searching the client service telephone of the user to contact the client, and dialing the client service telephone.
For example, the customer keyword is mobile, a preset database queries 10086 a customer service phone corresponding to the mobile, and dials 10086 directly.
For example, the customer keyword is a business bank, and the customer service telephone 95588 of the business bank is found in a preset database, and the 95588 is directly dialed.
…
And S24, after the customer service call is connected, receiving the voice prompt information fed back by the customer service call.
In this embodiment, the voice prompt information fed back by the customer service telephone includes one and/or more of the following information:
each level of menu structure of voice prompt, each voice prompt option contained in each level of menu structure, and a number sequence corresponding to each voice prompt option; and/or
Sequentially dialing the information of the time interval required to be met when the number and/or symbol sequence required by the appointed option in the voice prompt options is entered; in this embodiment, the sequence of numbers and/or symbols required to enter the specified one of the voice prompt options includes the user's certificate number, the account number registered at the customer's location, and/or the password. And/or
Information for a normal time interval without voice prompts.
And S25, according to the service request of the client and the voice prompt information, executing the dialing operation corresponding to the service request of the client, and recording and executing the dialing operation corresponding to the service request of the client.
Specifically, dialing is carried out according to the number and/or symbol sequence corresponding to each voice prompt option; or
And directly dialing according to the read certificate number, account number and/or password of the user.
In this embodiment, if the service request of the client is an artificial service request, a dialing operation corresponding to the artificial service request is executed, voice information with a semantic meaning of connecting the artificial service is output, and in the process of connecting the artificial service, voice switching is performed on the user;
and if the service request of the client is a non-manual service request, continuously executing the dialing operation corresponding to the non-manual service request according to the voice prompt information.
In this embodiment, if the voice prompt message includes a number and/or symbol sequence required by a specified option in the voice prompt option, before sequentially dialing the number and/or symbol sequence required by the specified option in the voice prompt option, S25 further includes reading a certificate number, an account number, and/or a password of the user from a database in which the certificate number, the account number, and/or the password of the user input by the user are stored in advance, so as to directly dial the certificate number, the account number, and/or the password according to the voice prompt message.
And S26, redialing the customer service call under the state of disconnection in the conversation process after the customer service call is dialed, and automatically and sequentially executing the recorded dialing operation corresponding to the service request of the customer.
Or provide an error prompt to the user when no voice prompt persists beyond a normal time interval. That is, according to the information of the normal time interval which does not have the voice prompt continuously and is included in the information of the voice prompt option corresponding to the customer service telephone, whether the current time without the voice prompt exceeds the normal time interval or not is judged, if yes, an error prompt is provided for the user, and the user is advised to dial again.
The present embodiment also provides a computer storage medium (also referred to as a computer-readable storage medium) having a computer program stored thereon, which when executed by a processor implements the above-described smart dialing method.
In some possible embodiments, the aspects of this embodiment may also be implemented in the form of a program product including program code for causing a terminal device to perform the steps in the method for intelligent dial-up telephony according to various exemplary embodiments of the present invention described in the above section "exemplary method" of this embodiment, when the program product is run on the terminal device.
The program product may employ any combination of one or more readable media. The readable medium may be a readable signal medium or a readable storage medium. A readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples (a non-exhaustive list) of the readable storage medium include: an electrical connection having one or more wires, a portable disk, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing.
As shown in fig. 3, a program product 3 for automatic call making according to an embodiment of the present invention is described, which may employ a portable compact disc read only memory (CD-ROM) and include program code, and may be run on a terminal device, such as a personal computer. However, the program product of the present invention is not limited in this regard and, in the present document, a readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device.
A readable signal medium may include a propagated data signal with readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take any of a variety of forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A readable signal medium may also be any readable medium that is not a readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device.
Program code embodied on a readable medium may be transmitted using any appropriate medium, including but not limited to wireless, wireline, optical fiber cable, RF, etc., or any suitable combination of the foregoing.
Program code for carrying out operations of the present invention may be written in any combination of one or more programming languages, including AN object oriented programming language such as Java, C + +, or the like, as well as conventional procedural programming languages, such as the "C" language or similar programming languages.
The intelligent dialing method provided by the embodiment saves the time for a user to listen to the lengthy voice prompts of each level of menu, avoids the user forgetting the digital options corresponding to the designated options, greatly improves the operation efficiency and the success rate of the user for dialing the customer service telephone, and facilitates the operation of the user. Under the condition that a user needs to input information such as certificate numbers, account numbers, passwords and the like, the operation efficiency and the success rate of the user for making a voice call can be improved more obviously by directly calling the prestored digital sequences of the information.
Example two
The embodiment provides an intelligent dialing system, which is applied to a scene of automatically contacting a client; the intelligent dialing system comprises:
the acquisition module is used for acquiring voice information input by a user;
the extraction module is used for extracting a client keyword and a service request aiming at the client from the voice information;
the searching module is used for searching the customer service telephone of the customer to be contacted by the user according to the customer keyword;
a dialing module for dialing the customer service telephone;
the receiving module is used for receiving the voice prompt information fed back by the customer service telephone after the customer service telephone is connected;
and the operation module is used for calling the dialing module to execute the dialing operation corresponding to the service request of the client according to the service request of the client and the voice prompt information.
The intelligent dialing system provided by the present embodiment will be described in detail with reference to the drawings. It should be noted that the following division of the modules of the intelligent dialing system is only a division of logical functions, and the actual implementation may be wholly or partially integrated into one physical entity or may be physically separated. And the modules can be realized in a form that all software is called by the processing element, or in a form that all the modules are realized in a form that all the modules are called by the processing element, or in a form that part of the modules are called by the hardware. For example: the x module can be a separately established processing element, and can also be integrated in a certain chip of the device. The x-module may be stored in the memory of the apparatus in the form of program code, and may be called by a processing element of the apparatus to execute the following functions of the x-module. Other modules are implemented similarly. All or part of the modules can be integrated together or can be independently realized. The processing element described herein may be an integrated circuit having signal processing capabilities. In implementation, the steps of the above method or the following modules may be implemented by hardware integrated logic circuits in a processor element or instructions in software. The following modules may be one or more integrated circuits configured to implement the above methods, for example: one or more Application Specific Integrated Circuits (ASICs), one or more microprocessors (DSPs), one or more Field Programmable Gate Arrays (FPGAs), and the like. When some of the following modules are implemented in the form of a processing element scheduler code, the processing element may be a general-purpose processor, such as a Central Processing Unit (CPU) or other processor capable of calling program code. These modules may be integrated together and implemented in the form of a System-on-a-chip (SOC).
Please refer to fig. 4, which is a schematic diagram illustrating a schematic structure of an intelligent dialing system in an embodiment. As shown in fig. 4, the intelligent dialing system 4 includes: the device comprises an acquisition module 41, an extraction module 42, a search module 43, a dialing module 44, a receiving module 45 and an operation module 46.
The obtaining module 41 is configured to obtain voice information input by a user. In the present embodiment, voice information input by a user is received through a microphone provided on the mobile terminal.
An extraction module 42 coupled to the acquisition module 41 is used for extracting a client keyword and a service request for the client from the voice information.
In this embodiment, the client keyword is a full name of the client or an abbreviation of the client. The customer is named as China Mobile communication operator, and the customer is named as Mobile. The service requests for the customer are manual service requests and non-manual service requests. The non-manual service request comprises the requirements of telephone inquiry fee balance, inquiry package usage, inquiry preferential activity, loss report, business consultation and the like.
The search module 43 coupled to the extraction module 42 is used for searching the customer service phone of the user to contact the customer according to the customer keyword, and dialing the customer service phone through the dialing module 44.
After the dialing module 44 connects the customer service telephone, the receiving module 45 coupled to the dialing module 44 is used for receiving the voice prompt information fed back by the customer service telephone.
In this embodiment, the voice prompt information fed back by the customer service telephone includes one and/or more of the following information:
each level of menu structure of voice prompt, each voice prompt option contained in each level of menu structure, and a number sequence corresponding to each voice prompt option; and/or information of time intervals required to be met when the number and/or symbol sequences required by the appointed options in the voice prompt options are dialed in sequence; in this embodiment, the sequence of numbers and/or symbols required to enter the specified one of the voice prompt options includes the user's certificate number, the account number registered at the customer's location, and/or the password. And/or information that lasts for a normal time interval without a voice prompt.
The operation module 45 respectively coupled to the obtaining module 41, the extracting module 42, the searching module 43, and the dialing module 44 is configured to execute, according to the service request of the client and the voice prompt information, a dialing operation corresponding to the service request of the client through the dialing module 44. In this embodiment, the operation module 45 is further configured to record and execute a dialing operation corresponding to the service request of the client.
In this embodiment, if the service request of the client is a manual service request, the operation module 45 executes a dialing operation corresponding to the manual service request, outputs voice information whose semantic is to connect the manual service, and switches the voice of the user in the process of connecting the manual service;
if the service request of the customer is a non-manual service request, the operation module 45 continues to execute the dialing operation corresponding to the non-manual service request according to the voice prompt information.
In this embodiment, if the voice prompt information includes a number and/or symbol sequence required by a specified option in the voice prompt options, before sequentially dialing the number and/or symbol sequence required by the specified option in the voice prompt options, the operation module 45 reads a certificate number, an account number, and/or a password of the user from a database in which the certificate number, the account number, and/or the password of the user input by the user are stored in advance, so as to directly dial the certificate number, the account number, and/or the password according to the voice prompt information.
In this embodiment, in a state that a call is disconnected during a call after the customer service call is dialed, the operation module 45 redials the customer service call, and automatically and sequentially executes the recorded dialing operation corresponding to the service request of the customer.
Or the operation module 45 provides an error prompt to the user when no voice prompt continues for more than a normal time interval. That is, according to the information of the normal time interval which does not have the voice prompt continuously and is included in the information of the voice prompt option corresponding to the customer service telephone, whether the current time without the voice prompt exceeds the normal time interval or not is judged, if yes, an error prompt is provided for the user, and the user is advised to dial again.
EXAMPLE III
The present embodiment provides a car end or a mobile terminal, please refer to fig. 5, which is a schematic diagram of a hardware structure of a car end or a mobile terminal in an embodiment. As shown in fig. 5, the car end 5 or the mobile terminal 5 includes: a processor 51, a memory 52, a transceiver 53, a communication interface 54, or/and a system bus 55; the memory 52 and the communication interface 54 are connected to the processor 51 and the transceiver 53 through the system bus 55 to complete communication therebetween, the memory 52 is used for storing computer programs, the communication interface is used for communicating with other devices, and the processor 51 and the transceiver 53 are used for running the computer programs, so that the vehicle end 5 or the mobile terminal 5 executes the steps of the intelligent dialing method according to the embodiment.
The above-mentioned system bus may be a Peripheral Component Interconnect (PCI) bus, an Extended Industry Standard Architecture (EISA) bus, or the like. The system bus may be divided into an address bus, a data bus, a control bus, and the like. For ease of illustration, only one thick line is shown, but this does not mean that there is only one bus or one type of bus. The communication interface is used for realizing communication between the database access device and other equipment (such as a client, a read-write library and a read-only library). The Memory may include a Random Access Memory (RAM), and may further include a non-volatile Memory (non-volatile Memory), such as at least one disk Memory.
The Processor may be a general-purpose Processor, and includes a Central Processing Unit (CPU), a Network Processor (NP), and the like; the integrated Circuit may also be a Digital Signal Processor (DSP), an Application Specific Integrated Circuit (ASIC), a Field Programmable Gate Array (FPGA) or other Programmable logic device, discrete Gate or transistor logic device, or discrete hardware components.
In summary, the intelligent dialing method, the intelligent dialing system, the computer storage medium and the vehicle/mobile terminal provided by the invention save the time for a user to listen to the lengthy voice prompts of each level of menu, avoid the user forgetting the digital options corresponding to the designated options, greatly improve the operating efficiency and the success rate of the user to make a customer service call, and facilitate the operation of the user. Under the condition that a user needs to input information such as certificate numbers, account numbers, passwords and the like, the operation efficiency and the success rate of the user for making a voice call can be improved more obviously by directly calling the prestored digital sequences of the information. The invention effectively overcomes various defects in the prior art and has high industrial utilization value.
The foregoing embodiments are merely illustrative of the principles and utilities of the present invention and are not intended to limit the invention. Any person skilled in the art can modify or change the above-mentioned embodiments without departing from the spirit and scope of the present invention. Accordingly, it is intended that all equivalent modifications or changes which can be made by those skilled in the art without departing from the spirit and technical spirit of the present invention be covered by the claims of the present invention.
Claims (11)
1. An intelligent dialing method is characterized in that the method is applied to a scene of automatically contacting a client; the intelligent dialing method comprises the following steps:
acquiring voice information input by a user;
extracting a client keyword and a service request aiming at the client from the voice information;
searching a customer service telephone of a user to contact the customer according to the customer keyword, and dialing the customer service telephone;
after the customer service telephone is connected, receiving voice prompt information fed back by the customer service telephone;
and executing the dialing operation corresponding to the service request of the client according to the service request of the client and the voice prompt information.
2. The intelligent dialing method of claim 1, wherein the voice prompt information fed back by the customer service telephone comprises one and/or more of the following information:
each level of menu structure of voice prompt, each voice prompt option contained in each level of menu structure, and a number sequence corresponding to each voice prompt option; and/or
Sequentially dialing the information of the time interval required to be met when the number and/or symbol sequence required by the appointed option in the voice prompt options is entered; and/or
Information for a normal time interval without voice prompts.
3. The intelligent dialing method as claimed in claim 2, wherein the sequence of numbers and/or symbols required to enter the specified one of the voice prompt options includes a user's certificate number, an account number registered at the customer's location, and/or a password.
4. The intelligent dialing method as claimed in claim 3, wherein before sequentially dialing the number and/or symbol sequence required by the specified option in the voice prompt option, the intelligent dialing method further comprises reading the user's certificate number, account number, and/or password from a database storing the user's certificate number, account number, and/or password input by the user in advance, so as to dial directly according to the voice prompt information.
5. The intelligent dialing method according to claim 4, wherein the step of executing the dialing operation corresponding to the service request of the client according to the service request of the client and the voice prompt message comprises:
dialing according to the number and/or symbol sequence corresponding to each voice prompt option; or
And directly dialing according to the read certificate number, account number and/or password of the user.
6. The intelligent dialing method of claim 2 wherein the customer's service requests include manual service requests and non-manual service requests;
the intelligent dialing method further comprises the following steps:
if the service request of the client is an artificial service request, outputting voice information with the semantic of connecting the artificial service, and switching the voice of the user in the process of connecting the artificial service;
and if the service request of the client is a non-manual service request, continuing to execute the dialing operation corresponding to the service request of the client according to the voice prompt information.
7. The intelligent dialing method of claim 1,
the intelligent dialing method further comprises the following steps:
recording and executing a dialing operation corresponding to the service request of the client;
and under the condition that the line is disconnected in the communication process after the customer service call is dialed, the customer service call is dialed again, and the recorded dialing operation corresponding to the service request of the customer is automatically and sequentially executed.
8. An intelligent dialing system is characterized in that the intelligent dialing system is applied to a scene of automatically contacting a client; the intelligent dialing system comprises:
the acquisition module is used for acquiring voice information input by a user;
the extraction module is used for extracting a client keyword and a service request aiming at the client from the voice information;
the searching module is used for searching the customer service telephone of the customer to be contacted by the user according to the customer keyword;
a dialing module for dialing the customer service telephone;
the receiving module is used for receiving the voice prompt information fed back by the customer service telephone after the customer service telephone is connected;
and the operation module is used for calling the dialing module to execute the dialing operation corresponding to the service request of the client according to the service request of the client and the voice prompt information.
9. A computer storage medium having a computer program stored thereon, wherein the computer program, when executed by a processor, implements the intelligent dialing method of any one of claims 1 to 7.
10. A vehicle end, comprising: a processor and a memory;
the memory is used for storing computer programs, and the processor is used for executing the computer programs stored by the memory so as to enable the vehicle end to execute the intelligent dialing method according to any one of claims 1 to 7.
11. A mobile terminal, comprising: a processor and a memory;
the memory is used for storing computer programs, and the processor is used for executing the computer programs stored by the memory so as to enable the mobile terminal to execute the intelligent dialing method according to any one of claims 1 to 7.
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| CN201910031700.XA CN111435959A (en) | 2019-01-14 | 2019-01-14 | Intelligent dialing method, system, computer storage medium, vehicle machine/mobile terminal |
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Application publication date: 20200721 |