CN112565533B - Telephone switching method, electronic equipment and computer storage medium - Google Patents
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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
- H04M3/58—Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/02—Feature extraction for speech recognition; Selection of recognition unit
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/08—Speech classification or search
- G10L15/18—Speech classification or search using natural language modelling
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
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Abstract
The application relates to the technical field of communication, and provides a telephone switching method, electronic equipment and a computer storage medium, wherein the telephone switching method comprises the following steps: responding to a call request of a user, and determining a call voice record corresponding to the call request; when the seat corresponding to the call voice record is not on-line, determining a keyword corresponding to the call voice record; inquiring a preset seat mapping table according to the keywords, and determining a target seat corresponding to the keywords; calculating answering weight corresponding to the target seat; and determining an answering position in the target position according to the answering weight. The method provided by the application improves the efficiency of determining the answering position.
Description
Technical Field
The present application relates to the field of communications technologies, and in particular, to a telephone switching method, an electronic device, and a computer storage medium.
Background
Businesses or platforms may provide different types of services to customers over the telephone, e.g., product consultation, telemarketing, after-sales service, etc., are common ways to provide services to customers based on communications. In the cloud call platform, the interest of the called user in the previously recommended products or services may be met, so that active consultation is carried out through call back. However, in an actual application scenario, when the called user returns the call, the previous service seat is likely to be in a busy state, and the called user cannot answer the call. At this time, the call back of the called subscriber needs to be transferred to other idle seats, but how to determine the transferred seat to ensure that the transferred seat can smoothly process the service becomes a technical problem to be solved at present.
Disclosure of Invention
In view of the above, the present disclosure provides a call forwarding method, an electronic device and a computer storage medium, which aims to improve the efficiency of call forwarding.
A first aspect of the present application provides a call forwarding method, including:
responding to a call request of a user, and determining a call voice record corresponding to the call request;
when the seat corresponding to the call voice record is not on-line, determining a keyword corresponding to the call voice record;
inquiring a preset seat mapping table according to the keywords, and determining a target seat corresponding to the keywords;
calculating answering weight corresponding to the target seat;
and determining an answering position in the target position according to the answering weight.
According to an optional embodiment of the present application, the determining the keyword corresponding to the call voice record includes:
and identifying the call voice record through natural language processing to obtain a keyword corresponding to the call voice record.
According to an alternative embodiment of the present application, the recognizing the call voice recording through natural language processing includes:
identifying the regional accent type to which the call voice record belongs;
based on the regional accent type, carrying out voice correction processing on the call voice record to obtain target call voice;
and extracting keywords of the target call voice by adopting a preset natural language processing algorithm.
According to an optional embodiment of the present application, the calculating the listening weight corresponding to the target position includes:
calculating the matching weight corresponding to the target seat;
determining the online weight corresponding to the target seat;
and calculating the answering weight corresponding to the target seat according to a preset calculation formula, the matching weight and the online weight.
According to an optional embodiment of the present application, the calculating the matching weight corresponding to the target position includes:
determining the occurrence frequency of the keywords in the call voice record corresponding to the target seat within a preset time period;
and calculating the matching weight corresponding to the target position based on the occurrence frequency.
According to an optional embodiment of the present application, the determining the online weight corresponding to the target position includes:
calculating the idle time length corresponding to the target seat;
and converting the idle time length into an online weight corresponding to the target seat through a preset conversion rule.
According to an optional embodiment of the present application, the generating process of the seat mapping table includes:
acquiring historical call voice;
identifying the historical conversation voice through natural language processing to obtain historical keywords;
and generating a seat mapping table according to the historical keywords and the historical seats corresponding to the historical keywords.
According to an optional embodiment of the present application, the determining a listening position in the target positions according to the listening weight includes:
acquiring a current state corresponding to the target seat;
and determining an answering seat in the target seat according to the current state and the answering weight.
A second aspect of the present application provides an electronic device, comprising:
a memory to store at least one instruction;
a processor configured to implement the call forwarding method as described above when executing the at least one instruction.
A third aspect of the present application provides a computer-readable storage medium having stored therein at least one instruction which, when executed by a processor, implements a call forwarding method as described above.
According to the technical scheme, the call voice record corresponding to the call request is determined by responding to the call request of the user, when the seat corresponding to the call voice record is not on line, the keyword corresponding to the call voice record is determined, a preset seat mapping table is inquired according to the keyword, the target seat corresponding to the keyword is determined, and then the answering weight corresponding to the target seat is calculated; and finally, determining an answering seat in the target seats according to the answering weight, determining the target seat corresponding to the call request according to the keywords in the call record corresponding to the call request, and determining the answering seat in the target seat according to the answering weight corresponding to the target seat, so that the efficiency of determining the answering seat is improved, namely the efficiency of determining a switched seat is improved, and the probability that the answering seat can smoothly process services is improved.
Drawings
Fig. 1 is a schematic view of a scenario of a call forwarding method according to an embodiment of the present application;
fig. 2 is a schematic flow chart of a call forwarding method according to an embodiment of the present application;
fig. 3 is a schematic block diagram of a structure of an electronic device according to an embodiment of the present application.
Detailed Description
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, but not all, embodiments of the present application. 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 schematic flow charts shown in the drawings are merely illustrative and do not necessarily include all of the contents and operations/steps, nor do they necessarily have to be performed in the order described. For example, some operations/steps may be decomposed, combined or partially combined, so that the actual execution sequence may be changed according to the actual situation.
The embodiment of the application provides a telephone switching method, electronic equipment and a computer readable storage medium.
Some embodiments of the present application will be described in detail below with reference to the accompanying drawings. The embodiments described below and the features of the embodiments can be combined with each other without conflict.
The embodiment of the application provides a telephone switching method, which can be applied to terminal equipment or a server, wherein the terminal equipment can be electronic equipment such as a fixed phone, a mobile phone, a tablet personal computer, a notebook computer, a desktop computer, a personal digital assistant and wearable equipment, and the server can be a single server or a server cluster consisting of a plurality of servers. The following description will be given taking an example in which the call forwarding method is applied to a server. As shown in fig. 1, in response to a call request sent by a user terminal 102, a server 101 determines a call voice record corresponding to the call request; when the seat corresponding to the call voice record is not on-line, determining a keyword corresponding to the call voice record, inquiring a preset seat mapping table according to the keyword, and determining a target seat corresponding to the keyword; then calculating the answering weight corresponding to the target seat; and finally, determining an answering seat 103 in the target seat according to the answering weight, and accessing the call request to the answering seat 103. The method improves the efficiency of determining the answering position, namely the efficiency of determining the switched position, thereby improving the probability that the answering position can smoothly process services.
Illustratively, the server 101 establishes a communication connection with the user terminal 102 and the listening position 103 through a network. The network may be a wired network or a wireless network, such as the internet, WI-FI, cellular, satellite, etc.
Referring to fig. 2, fig. 2 is a schematic flow chart of a call forwarding method according to an embodiment of the present application. As shown in fig. 2, the call forwarding method specifically includes steps S21 to S25, and the order of the steps in the schematic flowchart may be changed or some steps may be omitted according to different requirements.
Step S21, responding to the call request of the user, and determining the call voice record corresponding to the call request.
Illustratively, when the seat has a call with the user, the call voice is stored in a preset storage space, such as a block chain. When the call voice is stored, the user information of the user can be stored together, so that the efficiency of subsequently acquiring the call voice is accelerated. For example, when a call request of a user is received, a call voice record corresponding to the user can be acquired in a preset storage space according to user information of the user.
For example, if the user includes a plurality of call voice records, the call voice record closest to the current time point may be determined as the call voice record corresponding to the call request. The call voice record closest to the current time point more easily contains the intention of the call request of the user, so that the efficiency of determining the answering position is improved.
And step S22, when the seat corresponding to the call voice record is not on line, determining the keyword corresponding to the call voice record.
The call voice record comprises seat information for communicating with the user, whether a seat corresponding to the call voice record is online is judged according to the seat information, and when the seat is online, the call request is accessed to the seat.
And when the seat corresponding to the call voice record is not on-line, determining a keyword corresponding to the call voice record, wherein the keyword is used for determining an answering seat. For example, the keywords may include "traffic," "package," "tariff," and "change," etc.
For example, after each call is finished, the call voice record of the time may be acquired, and the voice-to-text technology may be used to perform text conversion on the acquired call voice record according to a preset time interval, so as to obtain an output call text. And performing language processing on the call text by using an AI technology, and extracting keywords corresponding to the call text, wherein the voice processing comprises semantic analysis, word splitting, word meaning analysis and the like. For example, AI techniques may be used by the stream computation engine to speed up the rate at which keywords are extracted. After the keywords corresponding to the call voice record are obtained, the call voice record and the keywords corresponding to the call voice record can be stored in a preset storage space, and when the seat corresponding to the call voice record is not on-line, the keywords corresponding to the call voice record are obtained in the storage space.
The keyword corresponding to the call voice record is obtained by performing language processing on the call voice record in advance, so that the efficiency of determining the keyword corresponding to the call request is improved, and the efficiency of determining the answering seat is improved.
In some embodiments, the determining the keyword corresponding to the call voice record includes:
and identifying the call voice record through natural language processing to obtain a keyword corresponding to the call voice record.
The Natural Language Processing (NLP) may identify the call voice record and extract a keyword corresponding to the call voice record.
For example, the type of the keyword may be set as required, so as to improve the efficiency of recognizing the call voice record by using natural language processing, and improve the efficiency of determining the keyword corresponding to the call voice record.
In some embodiments, the identifying the call voice recording through natural language processing comprises:
identifying the regional accent type to which the call voice record belongs;
based on the regional accent type, carrying out voice correction processing on the call voice record to obtain target call voice;
and extracting keywords of the target call voice by adopting a preset natural language processing algorithm.
When speaking, users in different areas often have their own accents in their own area. The speech correction processing is carried out on the call speech record based on the type of the regional accent, so that mandarin meeting the standard can be obtained, target call speech is obtained, keywords in the call speech record can be accurately recognized, and therefore the accuracy rate of determining the answering seat can be improved.
And step S23, inquiring a preset seat mapping table according to the keywords, and determining a target seat corresponding to the keywords.
The agent mapping table comprises mapping relations between agents and keywords, and the agent mapping table is used for determining target agents corresponding to the keywords according to the keywords. For example, the mapping relationship may include a mapping relationship of one agent to one key, a mapping relationship of one agent to multiple keys, a mapping relationship of multiple agents to one key, and/or a mapping relationship of multiple agents to multiple keys.
In some embodiments, the generation of the seat mapping table includes:
acquiring historical call voice;
identifying the historical conversation voice through natural language processing to obtain historical keywords;
and generating a seat mapping table according to the historical keywords and the historical seats corresponding to the historical keywords.
Illustratively, the agent mapping table includes mapping relationships between agents and keywords, where the mapping relationships include mapping relationships of a plurality of historical keywords to a plurality of historical agents. For example, semantic analysis may be performed on the acquired historical keywords, keywords with similar word senses are clustered to obtain a set, and a mapping relationship of a plurality of keywords to a plurality of historical positions may be formed according to the historical positions corresponding to each keyword.
For example,
；
where A, B and C are keywords with three similar word senses, D, E and F are keywords with three similar word senses, site represents the seat, the number next to the site represents the seat number, for example, site1 represents the seat number 1. A. There are many-to-many mapping relationships between B and C and site1, site2, site3, site4 and site5, for example, mapping between keyword a and position 1, site2, site3, site4 and site5, and mapping between position 1 and keywords A, B and C.
Illustratively, when a keyword appears in historical call voices of a plurality of seats, the occurrence frequency of the keyword on each seat is calculated, the seat corresponding to the keyword is determined according to the preset number and the occurrence frequency, and a seat mapping table is generated. For example, the occurrence frequency of the keywords on each seat is sorted from high to low, the seats corresponding to the keywords are determined in the sorting according to the preset number, and a seat mapping table is generated. The seat mapping table is generated according to the occurrence frequency of the keywords in each seat, so that the accuracy of the seat mapping table is improved, and the accuracy of the answer seat is improved.
Illustratively, when a plurality of keywords appear in the historical call voice of a seat, the occurrence frequency of the keywords is calculated, and a plurality of keywords corresponding to the seat are determined according to the preset number and the occurrence frequency. For example, a keyword with a high frequency of occurrence is selected as a plurality of keywords corresponding to the seat according to a preset number, and a seat mapping table is generated. The seat mapping table is generated through the occurrence frequency of each key in the seat, so that the accuracy of the seat mapping table is improved, and the accuracy of the answering seat is improved.
And step S24, calculating the answering weight corresponding to the target seat.
And when the target seat is one, accessing the call request to the target seat.
And when the number of the target seats is multiple, calculating the answering weight of each target seat, wherein the answering weight is used for representing the selected probability of each target seat, namely the higher the answering weight is, the more the target seat meets the requirements of a calling user, the higher the selected probability of the target seat is.
In some embodiments, the calculating the listening weight corresponding to the target position includes:
calculating the matching weight corresponding to the target seat;
determining the online weight corresponding to the target seat;
and calculating the answering weight corresponding to the target seat according to a preset calculation formula, the matching weight and the online weight.
For example, the receiving weight corresponding to the target position may be calculated according to a preset calculation formula. For example, the formula is as follows:
wherein a and b are fixed numbers and can be set by self-definition, for example, a is 0.2, and b is 0.8; w represents the match weight and V represents the online weight.
Illustratively, the matching degree of the seat and the keywords is calculated, and the matching degree is converted through a preset conversion rule to obtain the matching weight of the seat, wherein the matching degree and the matching weight are in a direct proportion relation. For example, a higher matching weight for a seat indicates a higher matching degree of the seat to the keyword.
Illustratively, the idle time of the seat is calculated, and the idle time is converted through a preset conversion rule to obtain the online weight of the seat, wherein the idle time and the online weight are in a direct proportion relation. For example, a higher online weight for an agent indicates a longer idle time for that agent.
In some embodiments, the calculating the matching weight corresponding to the target position includes:
determining the occurrence frequency of the keywords in the call voice record corresponding to the target seat within a preset time period;
and calculating the matching weight corresponding to the target position based on the occurrence frequency.
For example, the preset time period may be 3 months, and the occurrence frequency of the keyword corresponding to the call voice record in the seat in the three months is calculated.
For example, a conversion formula between the occurrence frequency and the matching weight may be preset, and the occurrence frequency may be converted into the matching weight corresponding to the target seat according to the conversion formula.
In some embodiments, the determining the online weight corresponding to the target position includes:
calculating the idle time length corresponding to the target seat;
and converting the idle time length into an online weight corresponding to the target seat through a preset conversion rule.
For example, a call record of the target seat is obtained, and the idle time corresponding to the target seat is calculated according to the call time corresponding to the call record and the current time. And if the call time corresponding to the call record of the target seat closest to the current time and the current time are calculated, obtaining the idle time corresponding to the target seat.
For example, a conversion rule between the idle time length and the online weight, such as a conversion formula, may be preset. And converting the idle time length into an online weight corresponding to the target seat according to the conversion formula.
And step S25, determining an answering seat in the target seat according to the answering weight.
Illustratively, the seat with the highest listening weight in the target seats is determined as the listening seat.
In some embodiments, the determining a listening position in the target position according to the listening weight comprises:
acquiring a current state corresponding to the target seat;
and determining an answering seat in the target seat according to the current state and the answering weight.
And acquiring a current state corresponding to the target seat, wherein the current state can comprise a state that a call cannot be carried out, such as a no-disturbance state, a busy state and/or a leaving state.
Illustratively, according to the current state corresponding to the target seat, removing the seats in the state that the call cannot be made, and determining the seat with the highest answering weight in the target seat after the removing process as the answering seat.
In the call forwarding method provided in the above embodiment, a call voice record corresponding to a call request is determined by responding to the call request of a user, when a seat corresponding to the call voice record is not online, a keyword corresponding to the call voice record is determined, a preset seat mapping table is queried according to the keyword, a target seat corresponding to the keyword is determined, and then an answering weight corresponding to the target seat is calculated; and finally, determining an answering seat in the target seats according to the answering weight, determining the target seat corresponding to the call request according to the keywords in the call record corresponding to the call request, and determining the answering seat in the target seat according to the answering weight corresponding to the target seat, so that the efficiency of determining the answering seat is improved, namely the efficiency of determining a switched seat is improved, and the probability that the answering seat can smoothly process services is improved.
Referring to fig. 3, fig. 3 is a schematic block diagram of an electronic device according to an embodiment of the present disclosure. The electronic device 30 may be a server or a terminal device.
The Network in which the electronic device 30 is located includes, but is not limited to, the internet, a wide area Network, a metropolitan area Network, a local area Network, a Virtual Private Network (VPN), and the like.
As shown in fig. 3, the electronic device 30 includes a communication interface 301, a memory 302, a processor 303, an Input/Output (I/O) interface 304, and a bus 305. The processor 303 is coupled to the communication interface 301, the memory 302, and the I/O interface 304, respectively, via the bus 305.
The communication interface 301 is used for communication. The communication interface 301 may be an existing interface of the electronic device 30 or may be a newly established interface of the electronic device 30. Communication interface 301 may be a Network interface such as a Wireless Local Area Network (WLAN) interface, a cellular Network communication interface, or a combination thereof.
The memory 302 may be used to store an operating system and computer programs. For example, the memory 302 stores a program corresponding to the above-described call forwarding method.
It should be understood that the memory 302 may include a program storage area and a data storage area. Wherein, the storage program area can be used for storing an operating system, application programs required by at least one method (such as a call forwarding method, etc.), and the like; the storage data area may store data created according to the use of the electronic device 30, and the like. In addition, the memory 302 may include volatile memory and may also include non-volatile memory, such as a hard disk, a memory, a plug-in hard disk, a Smart Media Card (SMC), a Secure Digital (SD) Card, a Flash memory Card (Flash Card), at least one magnetic disk storage device, a Flash memory device, or other storage device.
The processor 303 provides computational and control capabilities that support the operation of the overall computer device. For example, the processor 303 is configured to execute computer programs stored in the memory 302 to implement the steps of the telephone forwarding method described above.
It should be understood that Processor 303 is a Central Processing Unit (CPU), and may be other general purpose processors, Digital Signal Processors (DSPs), Application Specific Integrated Circuits (ASICs), Field Programmable Gate Arrays (FPGAs) or other Programmable logic devices, discrete Gate or transistor logic devices, discrete hardware components, etc. Wherein a general purpose processor may be a microprocessor or the processor may be any conventional processor or the like.
The I/O interface 304 is used to provide a channel for user input or output, for example, the I/O interface 304 may be used to connect various input and output devices (mouse, keyboard, 3D touch device, etc.), displays, so that a user may enter information, or visualize information.
The bus 305 is used at least for providing a channel for mutual communication among the communication interface 301, the memory 302, the processor 303, and the I/O interface 304 in the electronic device 30.
Those skilled in the art will appreciate that the architecture shown in fig. 3 is merely a block diagram of some of the structures associated with the disclosed aspects and is not intended to limit the computing devices to which the disclosed aspects apply, as particular computing devices may include more or less components than those shown, or may combine certain components, or have a different arrangement of components.
In one embodiment, when the processor 303 executes the computer program stored in the memory 302 to implement the call forwarding method, the following steps are implemented:
the telephone forwarding method comprises the following steps:
responding to a call request of a user, and determining a call voice record corresponding to the call request;
when the seat corresponding to the call voice record is not on-line, determining a keyword corresponding to the call voice record;
inquiring a preset seat mapping table according to the keywords, and determining a target seat corresponding to the keywords;
calculating answering weight corresponding to the target seat;
and determining an answering position in the target position according to the answering weight.
In one embodiment, when the processor 303 determines the keyword corresponding to the call voice record, the following steps are implemented:
and identifying the call voice record through natural language processing to obtain a keyword corresponding to the call voice record.
In one embodiment, when the processor 303 identifies the call voice record through natural language processing, the following steps are implemented:
identifying the regional accent type to which the call voice record belongs;
based on the regional accent type, carrying out voice correction processing on the call voice record to obtain target call voice;
and extracting keywords of the target call voice by adopting a preset natural language processing algorithm.
In one embodiment, when the processor 303 calculates the listening weight corresponding to the target position, the following steps are implemented:
calculating the matching weight corresponding to the target seat;
determining the online weight corresponding to the target seat;
and calculating the answering weight corresponding to the target seat according to a preset calculation formula, the matching weight and the online weight.
In an embodiment, when the processor 303 calculates the matching weight corresponding to the target position, the following steps are implemented:
determining the occurrence frequency of the keywords in the call voice record corresponding to the target seat within a preset time period;
and calculating the matching weight corresponding to the target position based on the occurrence frequency.
In one embodiment, when the processor 303 determines the online weight corresponding to the target position, the following steps are implemented:
calculating the idle time length corresponding to the target seat;
and converting the idle time length into an online weight corresponding to the target seat through a preset conversion rule.
In one embodiment, when the processor 303 generates the seat mapping table, the following steps are implemented:
acquiring historical call voice;
identifying the historical conversation voice through natural language processing to obtain historical keywords;
and generating a seat mapping table according to the historical keywords and the historical seats corresponding to the historical keywords.
In one embodiment, when determining a listening position in the target positions according to the listening weight, the processor 303 implements the following steps:
acquiring a current state corresponding to the target seat;
and determining an answering seat in the target seat according to the current state and the answering weight.
Specifically, the specific implementation method of the instruction by the processor 303 may refer to the description of the relevant steps in the foregoing embodiment of the call forwarding method, which is not described herein again.
Embodiments of the present application further provide a computer-readable storage medium, where a computer program is stored on the computer-readable storage medium, where the computer program includes program instructions, and a method implemented when the program instructions are executed may refer to the embodiments of the call forwarding method of the present application.
The computer-readable storage medium may be an internal storage unit of the electronic device according to the foregoing embodiment, for example, a hard disk or a memory of the electronic device. The computer readable storage medium may also be an external storage device of the electronic device, such as a plug-in hard disk, a Smart Media Card (SMC), a Secure Digital (SD) Card, a Flash memory Card (Flash Card), and the like, provided on the electronic device.
Further, the computer-readable storage medium may mainly include a storage program area and a storage data area, wherein the storage program area may store an operating system, an application program required for at least one function, and the like; the storage data area may store data created according to use of the electronic device, and the like.
The electronic device and the computer-readable storage medium provided in the foregoing embodiments may determine, by responding to a call request of a user, a call voice record corresponding to the call request, when a seat corresponding to the call voice record is not online, determine a keyword corresponding to the call voice record, query a preset seat mapping table according to the keyword, determine a target seat corresponding to the keyword, and then calculate an answering weight corresponding to the target seat; and finally, determining an answering seat in the target seats according to the answering weight, determining the target seat corresponding to the call request according to the keywords in the call record corresponding to the call request, and determining the answering seat in the target seat according to the answering weight corresponding to the target seat, so that the efficiency of determining the answering seat is improved, namely the efficiency of determining a switched seat is improved, and the probability that the answering seat can smoothly process services is improved.
It is also to be understood that the terminology used in the description of the present application herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the application. As used in the specification of the present application and the appended claims, the singular forms "a," "an," and "the" are intended to include the plural forms as well, unless the context clearly indicates otherwise.
It should also be understood that the term "and/or" as used in this specification and the appended claims refers to and includes any and all possible combinations of one or more of the associated listed items. It should be noted that, in this document, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or system that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or system. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other like elements in a process, method, article, or system that comprises the element.
The above-mentioned serial numbers of the embodiments of the present application are merely for description and do not represent the merits of the embodiments. While the invention has been described with reference to specific embodiments, the scope of the invention is not limited thereto, and those skilled in the art can easily conceive various equivalent modifications or substitutions within the technical scope of the invention. Therefore, the protection scope of the present application shall be subject to the protection scope of the claims.
Claims (10)
1. A method for call forwarding, the method comprising:
responding to a call request of a user, and determining a call voice record corresponding to the call request;
when the seat corresponding to the call voice record is not on-line, determining a keyword corresponding to the call voice record;
inquiring a preset seat mapping table according to the keywords, and determining a target seat corresponding to the keywords;
calculating answering weight corresponding to the target seat;
and determining an answering position in the target position according to the answering weight.
2. The call forwarding method of claim 1, wherein the determining the keyword corresponding to the call voice record comprises:
and identifying the call voice record through natural language processing to obtain a keyword corresponding to the call voice record.
3. The call forwarding method of claim 2, wherein the recognizing the call voice record through natural language processing comprises:
identifying the regional accent type to which the call voice record belongs;
based on the regional accent type, carrying out voice correction processing on the call voice record to obtain target call voice;
and extracting keywords of the target call voice by adopting a preset natural language processing algorithm.
4. The call forwarding method of claim 1, wherein the calculating the receive weight corresponding to the target position comprises:
calculating the matching weight corresponding to the target seat;
determining the online weight corresponding to the target seat;
and calculating the answering weight corresponding to the target seat according to a preset calculation formula, the matching weight and the online weight.
5. The call forwarding method of claim 4, wherein the calculating the matching weight corresponding to the target position comprises:
determining the occurrence frequency of the keywords in the call voice record corresponding to the target seat within a preset time period;
and calculating the matching weight corresponding to the target position based on the occurrence frequency.
6. The call forwarding method of claim 4, wherein the determining the online weight corresponding to the target position comprises:
calculating the idle time length corresponding to the target seat;
and converting the idle time length into an online weight corresponding to the target seat through a preset conversion rule.
7. The call forwarding method of claim 1, wherein the generation of the agent mapping table comprises:
acquiring historical call voice;
identifying the historical conversation voice through natural language processing to obtain historical keywords;
and generating a seat mapping table according to the historical keywords and the historical seats corresponding to the historical keywords.
8. The call forwarding method of claim 1, wherein the determining a listening position in the target positions according to the listening weight comprises:
acquiring a current state corresponding to the target seat;
and determining an answering seat in the target seat according to the current state and the answering weight.
9. An electronic device, comprising a memory and a processor;
the memory is to store at least one instruction;
the processor is configured to implement the call forwarding method of any one of claims 1 to 8 when executing the at least one instruction.
10. A computer-readable storage medium having stored therein at least one instruction which, when executed by a processor, implements a method of telephony handoff as claimed in any one of claims 1 to 8.
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