CN112019692A - Telephone traffic record storage method, system and computer readable medium - Google Patents
Telephone traffic record storage method, system and computer readable medium Download PDFInfo
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- CN112019692A CN112019692A CN202010844254.7A CN202010844254A CN112019692A CN 112019692 A CN112019692 A CN 112019692A CN 202010844254 A CN202010844254 A CN 202010844254A CN 112019692 A CN112019692 A CN 112019692A
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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
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/60—Information retrieval; Database structures therefor; File system structures therefor of audio data
- G06F16/61—Indexing; Data structures therefor; Storage structures
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/60—Information retrieval; Database structures therefor; File system structures therefor of audio data
- G06F16/65—Clustering; Classification
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/60—Information retrieval; Database structures therefor; File system structures therefor of audio data
- G06F16/68—Retrieval characterised by using metadata, e.g. metadata not derived from the content or metadata generated manually
- G06F16/683—Retrieval characterised by using metadata, e.g. metadata not derived from the content or metadata generated manually using metadata automatically derived from the content
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/26—Speech to text systems
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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
- H04M3/42221—Conversation recording systems
Abstract
The application relates to a telephone traffic record storage method, a system and a computer readable medium, belonging to the technical field of voice storage, wherein the method comprises the following steps: acquiring telephone traffic recording information; identifying the telephone traffic recording information to determine first storage tag information corresponding to the telephone traffic recording information; and performing associated storage on the first storage tag information and the traffic record information. In the process of telephone traffic recording storage, the storage tag information corresponding to the telephone traffic recording information is identified by identifying the acquired telephone traffic recording information, and the storage tag information and the telephone traffic recording information are stored in an associated manner, so that the problem of irregular storage of the telephone traffic recording file can be solved, automatic classification storage is carried out on the telephone traffic recording according to tag type information, and therefore later-stage telephone traffic recording file management, retrieval and answering can be facilitated, and user experience is improved.
Description
Technical Field
The present application relates to the field of voice storage technologies, and in particular, to a method, a system, and a computer readable medium for storing a telephone traffic record.
Background
Call Centers (CCs) are service organizations consisting of a collection of service personnel at a relatively centralized location, typically using computer communications technology, to handle inquiries and consulting needs from businesses and customers. The telephone traffic machine is a device for the call center to carry out the call, and in order to meet the telephone traffic requirement of the caller and ensure the service quality, all telephone traffic voices need to be recorded, and the telephone traffic machine with the recording function is widely applied. When the telephone is working, the telephone content is usually required to be recorded and stored, for example, according to the time sequence or the contact sequence.
Through the method, although the storage of the telephone traffic voice can be realized, the storage management of the telephone traffic recording file is lacked, and when the telephone traffic recording file is increased, the storage of the telephone traffic recording file is disordered, so that a great deal of inconvenience is brought to the file management, the retrieval, the answering and the like in the later period.
Disclosure of Invention
Aiming at the defects of the related technology, the application aims to provide a method, a system and a computer readable medium for storing telephone traffic records, which have the characteristic of automatically classifying and storing the telephone traffic records according to the label type information.
The above object of the present application is achieved by the following technical solutions:
in a first aspect, the present application provides a traffic sound record storage method, including:
acquiring telephone traffic recording information;
identifying the telephone traffic recording information to determine first storage tag information corresponding to the telephone traffic recording information;
and performing associated storage on the first storage tag information and the telephone traffic recording information.
By adopting the technical scheme, in the process of storing the telephone traffic recording, the acquired telephone traffic information is identified, the storage tag information corresponding to the telephone traffic recording information is identified, and the storage tag information and the telephone traffic recording information are stored in an associated manner, so that the problem of irregular storage of the telephone traffic recording file can be solved, the telephone traffic recording is automatically classified and stored according to the tag type information, the later-stage management, retrieval and answering of the telephone traffic recording file can be facilitated, and the improvement of user experience is facilitated.
Further, the identifying the traffic record information to determine the first storage tag information corresponding to the traffic record information includes:
converting the telephone traffic recording information into recording text information through voice recognition;
comparing the recording text information with a preset keyword database, and judging whether preset keyword information exists in the recording text information or not;
if the preset keyword information exists, acquiring label information corresponding to the preset keyword information; and the number of the first and second groups,
and taking the label information as first storage label information of the telephone traffic recording information.
By adopting the technical scheme, in the process of recognizing the telephone traffic recording information, the telephone traffic recording information is converted into the recording text information through voice recognition, traversal search is carried out in the preset keyword database, whether the preset keyword information exists in the recording text information or not is judged, if yes, the corresponding label information is obtained and serves as the first storage label information, and therefore the recognition matching of the label information is more accurate.
Further, if the preset keyword information exists, the obtaining of the tag information corresponding to the preset keyword information includes:
counting the occurrence times of the preset keywords in the recorded text information;
judging whether the occurrence frequency of the preset keywords meets a keyword threshold condition or not;
and if the keyword threshold condition is met, acquiring label information corresponding to the preset keyword information from the preset keyword database.
By adopting the technical scheme, the occurrence frequency of the preset keywords in the recorded text is counted, and whether the occurrence frequency of the preset keywords meets the judgment condition is judged according to the condition, so that the corresponding label information is determined, and the judgment accuracy of the stored label information can be further improved.
Further, the preset keyword database comprises one or more preset tag information, wherein each tag information comprises one or more preset keyword information associated with the tag information.
By adopting the technical scheme, each piece of label information is set to comprise one or more pieces of keyword information, so that classification according to the keywords is more accurate, and the practicability is improved.
Further, the associating and storing the first storage tag information and the traffic record information comprises:
adding the first storage tag information into the telephone traffic recording information file, and storing the telephone traffic recording information file into a corresponding folder according to the first storage tag information;
and/or the presence of a gas in the gas,
and generating a corresponding recording file according to the first storage label information and the telephone traffic recording information.
By adopting the technical scheme, the tag information is directly written into the telephone traffic recording information file, and/or the tag information and the telephone traffic recording information are/is written into the recording file, so that the diversity of the storage mode is increased, and the storage mode is flexible.
Further, the traffic record storage method further includes:
acquiring second storage tag information corresponding to the telephone traffic recording information, wherein the second tag information comprises one or more of calling time information, calling number information and calling duration information;
and performing associated storage on the second storage tag information and the telephone traffic recording information.
By adopting the technical scheme, one or more of the calling time information, the calling number information and the calling time length information and the telephone traffic recording information are stored in an associated manner by adopting the second storage tag information, so that the information of the telephone traffic recording file in the associated manner is increased, and the convenience of file management, retrieval and answering in the later period is further improved.
Further, the performing the associative storage includes: local storage and/or remote storage.
By adopting the technical scheme, the telephone traffic recording information which is stored in a correlated manner is locally stored and/or remotely stored, so that the safety of file storage and the convenience of later calling can be improved.
In a second aspect, the application further provides a traffic record storage system, which has the characteristic of automatically classifying and storing the traffic records according to the tag type information.
The provided telephone traffic record storage system is realized by the following technical scheme:
a traffic record storage system comprising:
the acquisition module is used for acquiring the telephone traffic recording information;
the identification processing module is used for identifying the telephone traffic recording information so as to determine first storage tag information corresponding to the telephone traffic recording information;
and the storage module is used for storing the first storage label information and the telephone traffic recording information in a correlation manner.
Through adopting above-mentioned technical scheme, at the in-process of traffic record storage, discern the traffic information of acquireing through the acquisition module, discern the storage label information that corresponds with traffic record information through the identification processing module, and carry out the associative storage with traffic record information through storage module with storage label information, thereby can solve the problem that traffic record file storage is irregular, carry out automatic classification storage to the traffic record according to label type information, thereby can be convenient for the management of later stage traffic record file, retrieve and answer, be favorable to improving user experience.
In a third aspect, the application further provides an intelligent terminal, which has the characteristic of automatically classifying and storing the telephone traffic record according to the tag type information.
The provided intelligent terminal is realized by the following technical scheme:
an intelligent terminal comprises a memory and a processor, wherein the memory stores a computer program which can be loaded by the processor and executes the traffic record storage method.
In a fourth aspect, the present application further provides a computer-readable storage medium, which can store a corresponding program, and has a feature of automatically classifying and storing the traffic records according to the tag type information.
The provided computer readable storage medium is realized by the following technical scheme:
a computer-readable storage medium storing a program which, when loaded and executed by a processor, implements a traffic record storage method as described above.
In summary, the present application at least includes the following beneficial technical effects:
(1) in the process of storing the telephone traffic record, the acquired telephone traffic information is identified, the storage tag information corresponding to the telephone traffic record information is identified, and the storage tag information and the telephone traffic record information are stored in an associated mode, so that the problem that the telephone traffic record file is stored in an irregular mode can be solved, automatic classification storage is carried out on the telephone traffic record according to tag type information, management, retrieval and answering of the telephone traffic record file in the later period can be facilitated, and the improvement of user experience is facilitated.
(2) In the telephone traffic recording information identification process, converting the telephone traffic recording information into recording text information through voice identification, performing traversal search in a preset keyword database, judging whether preset keyword information exists in the recording text information, if so, acquiring corresponding tag information, and using the tag information as first storage tag information, so that the identification matching of the tag information is more accurate.
(3) And counting the occurrence times of the preset keywords in the recorded text, and determining the corresponding label information according to whether the occurrence times of the preset keywords meet the judgment condition, so that the judgment accuracy of the stored label information can be further improved.
(4) The tag information is directly written into the telephone traffic recording information file, and/or the tag information and the telephone traffic recording information are/is recorded by adopting the recording file, so that the diversity of the storage mode is increased, and the storage mode is flexible.
Drawings
Fig. 1 is a flowchart illustrating a traffic record storage method according to an embodiment of the present application.
Fig. 2 is a flowchart illustrating a process of determining first stored tag information corresponding to traffic record information according to an embodiment of the present application.
Fig. 3 is a schematic flowchart illustrating a process of acquiring tag information corresponding to preset keyword information according to an embodiment of the present application.
Fig. 4 is a block diagram of a traffic record storage system according to 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.
The embodiments of the present application will be described in further detail with reference to the drawings attached hereto.
Fig. 1 is a flowchart illustrating a traffic record storage method according to an embodiment of the present application. As shown in fig. 1, an embodiment of the present application provides a traffic record storage method, and a main flow of the method is described as follows.
Step 100: and acquiring the telephone traffic recording information.
And recording and storing the call content in real time during the voice call process of the telephone operator. For obtaining the telephone traffic recording information, in the specific implementation, the recording information can be obtained in real time during the telephone traffic personnel carrying out the call, and the recording information can also be obtained after the call is finished. Meanwhile, the whole telephone traffic recording information of a certain call can be acquired, and the telephone traffic recording information of a certain part of the call can be acquired according to the set time condition, so that the accuracy of identification processing is ensured to a certain extent, and the data processing amount can be reduced.
Step 200: and performing identification processing on the traffic sound recording information to determine first storage tag information corresponding to the traffic sound recording information.
The acquired traffic record information may be pre-processed, including but not limited to noise filtering, gain adjustment, pre-emphasis, etc., prior to the identification processing of the acquired traffic record information. The preprocessing of the voice information belongs to the prior art and is not described in detail herein.
Fig. 2 is a flowchart illustrating a process of determining first stored tag information corresponding to traffic record information according to an embodiment of the present application.
As shown in fig. 2, in step 200, performing identification processing on the traffic record information to determine first storage tag information corresponding to the traffic record information specifically includes the following steps:
step 201: and converting the telephone traffic recording information into recording text information through voice recognition.
The telephone traffic recording information is analyzed into sound units through a voice recognition technology, and then converted into corresponding recording text information through an acoustic model and/or a deep learning data model so as to be processed aiming at the text information in the following process.
Step 202: and comparing the recording text information with a preset keyword database, and judging whether preset keyword information exists in the recording text information.
And before the identification matching processing, setting a preset keyword database according to the historical telephone traffic type. The preset keyword database comprises one or more preset label information, wherein each label information comprises one or more preset keyword information associated with the label information. For example, a plurality of classification storage tag information including house transaction, house lease, loan consultation, etc. may be set according to the traffic type. For each of the storage tag information, it has a plurality of corresponding keywords, for example, the house transaction tag information therein, and the keyword information may be included, such as buying and selling, house purchasing qualification, etc. Through the matching analysis of a plurality of keywords, the label classification information related to the telephone traffic record information can be comprehensively determined.
And traversing, comparing and searching the recorded text information and a preset keyword database, judging whether preset keyword information exists in the recorded text information or not, and recording the successfully matched keyword information.
Step 203: and if the preset keyword information exists, acquiring label information corresponding to the preset keyword information.
And if the matching is successful and the corresponding preset keyword information is matched, acquiring the label information corresponding to the keyword information from a preset keyword database.
Fig. 3 is a schematic flowchart illustrating a process of acquiring tag information corresponding to preset keyword information according to an embodiment of the present application.
As shown in fig. 3, in step 203, if there is preset keyword information, acquiring tag information corresponding to the preset keyword information, specifically including the following steps:
step 2031: and counting the occurrence times of preset keywords in the recorded text information.
In the recording text information corresponding to the telephone traffic recording information, there are usually keyword information mentioned many times, so the times of occurrence of the keyword information mentioned many times are counted.
Step 2032: and judging whether the occurrence frequency of the preset keywords meets the keyword threshold condition or not.
Correspondingly, a keyword threshold condition is preset, and the counted keyword information is compared with the preset keyword threshold condition to judge whether the keyword threshold condition is met.
Step 2033: and if the keyword threshold condition is met, acquiring label information corresponding to the preset keyword information from a preset keyword database.
For example, the threshold condition for determining the number of occurrences of a certain keyword in the traffic recording information is at least 3 times, and if the number of occurrences of the certain keyword obtained through statistics is greater than 3 times, tag information corresponding to preset keyword information is obtained in a preset key database.
By counting the occurrence times of the preset keywords in the recorded text information, the accuracy of keyword matching judgment can be further improved.
Step 204: and taking the label information as first storage label information of the traffic record information.
And searching and matching keywords in a preset key database to obtain corresponding tag information, and using the tag information as first storage tag information of the telephone traffic recording information so as to perform subsequent storage processing.
Step 300: and performing associated storage on the first storage tag information and the traffic record information.
The first storage tag information is added into the telephone traffic recording information file, and the telephone traffic recording information file is stored in the corresponding folder according to the first storage tag information.
In another embodiment, a corresponding record file may be generated according to the first storage tag information and the traffic record information. In the record file, the telephone traffic record information and the matched and corresponding label information are correspondingly stored. Therefore, automatic classification storage is achieved, the management, retrieval and answering of the telephone traffic recording file in the later period are facilitated, and the improvement of user experience is facilitated.
In another embodiment, the traffic record storage method provided by the present application further includes:
step 400: and acquiring second storage tag information corresponding to the telephone traffic recording information, wherein the second tag information comprises one or more of calling time information, calling number information and calling duration information, and performing associated storage on the second storage tag information and the telephone traffic recording information.
The telephone traffic recording information also comprises calling time information, calling number information, calling duration information and the like corresponding to the telephone traffic recording information, and one or more information is stored in association with the telephone traffic recording information, so that the information stored in association with the telephone traffic recording file can be increased, and the convenience of file management, retrieval and answering in the later period is further improved.
The specific mode of the associated storage of the traffic sound recording information comprises the following steps: local storage and/or remote storage. The local storage comprises a built-in memory, a TF card, an SD card, a U disk, a mobile hard disk and other storage modes. Wherein the local storage may facilitate the listen-back operation on the attendant. The remote storage comprises the transmission of files to be stored to an upper computer or a server, and the corresponding storage is carried out. In the remote storage, in order to clean the local storage space in time, the locally stored telephone traffic recording data can be deleted after the remote storage is completed. Wherein, if the storage is in host computer or server, can conveniently carry out visual operation. The data storage can be set in various ways, and the storage safety can be further improved.
Based on the same inventive concept, an embodiment of the present application provides a traffic sound record storage system, and fig. 4 is a block diagram of a structure of a traffic sound record storage system according to an embodiment of the present application.
As shown in fig. 4, the traffic record storage system includes:
an obtaining module 501, configured to obtain traffic record information;
the identification processing module 502 is configured to perform identification processing on the traffic record information to determine first storage tag information corresponding to the traffic record information;
the storage module 503 is configured to store the first storage tag information in association with the traffic record information.
Based on the same inventive concept, the embodiment of the present application provides an intelligent terminal, which includes a memory and a processor, wherein the memory stores a computer program that can be loaded by the processor and execute any one of the above-mentioned methods for storing a traffic record.
Based on the same inventive concept, embodiments of the present application provide a computer-readable storage medium storing a program, which can be loaded and executed by a processor to implement the traffic record storage method as any one of the above.
The computer-readable storage medium includes, for example: various media capable of storing program codes, such as a usb disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk, or an optical disk.
The above embodiments are only used to describe the technical solutions of the present application in detail, but the above embodiments are only used to help understanding the method and the core idea of the present application, and should not be construed as limiting the present application. Those skilled in the art should also appreciate that various modifications and substitutions can be made without departing from the scope of the present disclosure.
Claims (10)
1. A traffic record storage method is characterized by comprising the following steps:
acquiring telephone traffic recording information;
identifying the telephone traffic recording information to determine first storage tag information corresponding to the telephone traffic recording information;
and performing associated storage on the first storage tag information and the telephone traffic recording information.
2. The traffic sound record storage method according to claim 1, wherein the identifying the traffic sound record information to determine the first storage tag information corresponding to the traffic sound record information comprises:
converting the telephone traffic recording information into recording text information through voice recognition;
comparing the recording text information with a preset keyword database, and judging whether preset keyword information exists in the recording text information or not;
if the preset keyword information exists, acquiring label information corresponding to the preset keyword information; and the number of the first and second groups,
and taking the label information as first storage label information of the telephone traffic recording information.
3. The traffic record storage method according to claim 2, wherein if the preset keyword information exists, the obtaining of the tag information corresponding to the preset keyword information comprises:
counting the occurrence times of the preset keywords in the recorded text information;
judging whether the occurrence frequency of the preset keywords meets a keyword threshold condition or not;
and if the keyword threshold condition is met, acquiring label information corresponding to the preset keyword information from the preset keyword database.
4. The traffic record storage method according to claim 3, wherein the database of predetermined keywords comprises one or more predetermined tag information, wherein each tag information comprises one or more predetermined keyword information associated with the tag information.
5. The traffic sound record storage method according to any of claims 1-4, wherein said storing the first storage tag information in association with the traffic sound record information comprises:
adding the first storage tag information into the telephone traffic recording information file, and storing the telephone traffic recording information file into a corresponding folder according to the first storage tag information;
and/or the presence of a gas in the gas,
and generating a corresponding recording file according to the first storage label information and the telephone traffic recording information.
6. The traffic sound record storage method according to claim 1, further comprising:
acquiring second storage tag information corresponding to the telephone traffic recording information, wherein the second tag information comprises one or more of calling time information, calling number information and calling duration information;
and performing associated storage on the second storage tag information and the telephone traffic recording information.
7. The traffic sound record storage method according to claim 6, wherein said performing association storage comprises: local storage and/or remote storage.
8. A traffic record storage system, comprising:
the acquisition module is used for acquiring the telephone traffic recording information;
the identification processing module is used for identifying the telephone traffic recording information so as to determine first storage tag information corresponding to the telephone traffic recording information;
and the storage module is used for storing the first storage label information and the telephone traffic recording information in a correlation manner.
9. An intelligent terminal comprising a memory and a processor, wherein the memory stores thereon a computer program that can be loaded by the processor and execute the traffic record storage method according to any one of claims 1 to 7.
10. A computer-readable storage medium storing a program which is capable of being loaded by a processor and which, when executed, implements the traffic record storage method according to any one of claims 1 to 7.
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