CN112995422A - Call control method and device, electronic equipment and storage medium - Google Patents
Call control method and device, electronic equipment and storage medium Download PDFInfo
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- CN112995422A CN112995422A CN202110169279.6A CN202110169279A CN112995422A CN 112995422 A CN112995422 A CN 112995422A CN 202110169279 A CN202110169279 A CN 202110169279A CN 112995422 A CN112995422 A CN 112995422A
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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
- H04M3/53—Centralised arrangements for recording incoming messages, i.e. mailbox systems
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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
- G10L25/00—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00
- G10L25/48—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use
- G10L25/51—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use for comparison or discrimination
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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
- G10L25/00—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00
- G10L25/48—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use
- G10L25/51—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use for comparison or discrimination
- G10L25/63—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use for comparison or discrimination for estimating an emotional state
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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
Abstract
The invention relates to the technical field of call management and control, and discloses a call management and control method, a call management and control device, electronic equipment and a storage medium, wherein the method comprises the steps of separating a caller from a current call recording; converting the telephone recording after the separation of the speaker into text data; identifying a first emotional state and a first traffic state of a calling user and a second emotional state and a second traffic state of an answering user from the text data through natural language processing; determining whether the current call is abnormal or not based on the first emotion state, the first call traffic state, the second emotion state and the second call traffic state; and if the current call is abnormal, executing call management and control operation corresponding to the abnormal type of the current call. The call control method, the call control device, the electronic equipment and the storage medium provided by the invention can realize real-time dynamic control of both parties of a call, ensure the call quality and improve the enterprise satisfaction of customers.
Description
Technical Field
The invention relates to the technical field of call management and control, in particular to a call management and control method, a call management and control device, electronic equipment and a storage medium.
Background
In telemarketing, sales personnel often place potential customers 'calls through the company's landline to mine potential customers.
In the process, in order to guarantee the call quality and improve the satisfaction degree of the customer to the enterprise, the quality of the dialed telephone voice is often checked at certain time intervals, and the telephone voice is controlled according to the quality check result. However, the management and control can be performed only after the call is performed in such a manner, the problem occurring in the call process is often unable to be solved, and only the problem can be processed or remedied afterwards, so that the call quality is poor, and the satisfaction of the customer on the enterprise is reduced.
Therefore, how to provide an effective scheme to ensure the call quality and improve the satisfaction of the client enterprise becomes an urgent problem in the prior art.
Disclosure of Invention
In order to solve the problem of poor call quality in the prior art, the invention aims to provide a call control method, a call control device, electronic equipment and a storage medium, so as to improve the call quality and improve the satisfaction degree of a customer enterprise.
In a first aspect, the present invention provides a call management and control method, including:
separating the caller from the current call record;
converting the telephone recording after the speaker separation into text data;
identifying a first emotional state and a first traffic state of a calling user and a second emotional state and a second traffic state of an answering user from the text data through natural language processing;
determining whether the current call is abnormal or not based on the first emotional state, the first traffic state, the second emotional state and the second traffic state;
and if the current call is abnormal, executing call control operation corresponding to the abnormal type on the current call.
Through the design, the invention separates the telephone record of the current call, converts the telephone record after the separation of the telephone into the text data, identifies the first emotion state and the first telephone traffic state of the calling user and the second emotion state and the second telephone traffic state of the answering user from the text data, thereby determining whether the current call is abnormal and executing the call control operation corresponding to the abnormal type when the current call is abnormal. So, can in time determine current conversation whether unusual and take corresponding conversation management and control unusual, realize the real-time developments management and control of conversation both sides, promote the conversation towards better direction development, guarantee speech quality promotes the satisfaction of customer's enterprise, promotes the trade competitiveness of enterprise.
In one possible design, if the current call is abnormal, performing a call management and control operation corresponding to the abnormal type of the current call on the current call, where the call management and control operation includes:
if the first emotional state or the second emotional state is a negative emotional state, carrying out call reminding or call interruption operation;
if the first traffic state is too fast in speech speed or the second traffic state is too fast in speech speed, performing call reminding or call interruption operation;
if the first telephone traffic state is that the number of times of call snatching is too high or the second telephone traffic state is that the number of times of call snatching is too high, call reminding or call interruption operation is carried out;
and if the first traffic state is that forbidden words exist in the text data corresponding to the calling user or the second traffic state is that forbidden words exist in the text data corresponding to the answering user, carrying out call reminding, call interruption or hanging up call operation.
In one possible design, the method further includes:
and constructing a user portrait of the answering user according to the second emotional state and the second traffic state of the answering user so as to carry out call control on the answering user according to the user portrait in the following process.
In one possible design, the second emotional state includes a degree of acceptance of the service recommended by the calling user by the answering user.
In one possible design, the constructing a user representation of the listening user based on the second emotional state and the second traffic state of the listening user includes:
when the receiving user does not accept the recommended service of the calling user, generating the user portrait containing a do-not-disturb mark; or
Adding a do-not-disturb mark in the generated user image.
In one possible design, the method further includes:
identifying the age, the gender and the region of the answering user from the text data;
the constructing of the user representation of the answering user according to the second emotional state and the second traffic state of the answering user comprises:
and constructing a user portrait of the answering user according to the second emotional state, the second traffic state, the age, the gender and the region.
In one possible design, the method further includes:
analyzing the demand preference of the answering user according to the text data corresponding to the answering user;
determining a marketing communication corresponding to the demand preference based on the demand preference;
and sending the marketing communication to a user terminal corresponding to the calling user.
In a second aspect, the present invention provides a call management and control apparatus, including:
the separation unit is used for separating the caller from the current call record;
the conversion unit is used for converting the telephone record after the separation of the speaker into text data;
the identification unit is used for identifying a first emotional state and a first traffic state of a calling user and a second emotional state and a second traffic state of an answering user from the text data through natural language processing;
a determining unit, configured to determine whether a current call is abnormal based on the first emotional state, the first traffic state, the second emotional state, and the second traffic state;
and the control unit is used for executing the call control operation corresponding to the abnormal type of the current call if the current call is abnormal.
In a possible design, when the management control unit is configured to, if the current call is abnormal, perform a call management control operation corresponding to an abnormal type of the abnormality on the current call, specifically:
if the first emotional state or the second emotional state is a negative emotional state, carrying out call reminding or call interruption operation;
if the first traffic state representation speech rate is too fast or the second traffic state representation speech rate is too fast, carrying out call reminding or call interruption operation;
if the first telephone traffic state represents that the number of times of call snatching is too high or the second telephone traffic state represents that the number of times of call snatching is too high, call reminding or call interruption operation is carried out;
and if the first traffic state represents that forbidden words exist in the text data corresponding to the calling user or the second traffic state represents that forbidden words exist in the text data corresponding to the answering user, carrying out call reminding, call interruption or call hanging-up operation.
In one possible design, the call management and control apparatus further includes:
and the portrait construction unit is used for constructing the user portrait of the answering user according to the second emotional state and the second traffic state of the answering user so as to carry out call control on the answering user according to the user portrait subsequently.
In one possible design, the second emotional state includes a degree of acceptance of the service recommended by the calling user by the answering user.
In a possible design, the representation construction unit, when configured to construct the user representation of the answering user according to the second emotional state and the second traffic state of the answering user, is specifically configured to:
when the receiving user does not accept the recommended service of the calling user, generating the user portrait containing a do-not-disturb mark; or
Adding a do-not-disturb mark in the generated user image.
In one possible design, the identification unit is further configured to identify the age, gender and region of the listening user from the text data;
the portrait construction unit is specifically configured to, when being configured to construct a user portrait of the answering user according to the second emotional state and the second traffic state of the answering user:
and constructing a user portrait of the answering user according to the second emotional state, the second traffic state, the age, the gender and the region.
In one possible design, the call management and control device further includes an analysis unit and a sending unit, wherein the analysis unit is configured to analyze a demand preference of the answering user according to text data corresponding to the answering user;
the determining unit is further used for determining a marketing word corresponding to the demand preference based on the demand preference;
the sending unit is used for sending the marketing communication to a user terminal corresponding to the calling user.
In a third aspect, the present invention provides an electronic device, including a memory, a processor, and a transceiver, which are communicatively connected in sequence, where the memory is used to store a computer program, the transceiver is used to transmit and receive a message, and the processor is used to read the computer program and execute the call management control method according to any one of the above aspects or the first aspect.
In a fourth aspect, the present invention provides a computer-readable storage medium, where instructions are stored, and when the instructions are run on a computer, the call management method according to any aspect of the above aspects is executed.
In a fifth aspect, the present invention provides a computer program product comprising instructions which, when run on a computer, cause the computer to perform a call management method as in any of the above aspects.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, it is obvious that the drawings in the following description are only some embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to the drawings without creative efforts.
Fig. 1 is a schematic view of an application environment of a call management and control method, an apparatus, an electronic device, and a storage medium provided by the present invention.
Fig. 2 is a flowchart of a call management and control method provided by the present invention.
Fig. 3 is a schematic structural diagram of a call management and control device provided in the present invention.
Fig. 4 is a block diagram of an electronic device provided by the present invention.
Detailed Description
The invention is further described with reference to the following figures and specific embodiments. It should be noted that the description of the embodiments is provided to help understanding of the present invention, but the present invention is not limited thereto. Specific structural and functional details disclosed herein are merely illustrative of example embodiments of the invention. This invention may, however, be embodied in many alternate forms and should not be construed as limited to the embodiments set forth herein.
It will be understood that, although the terms first, second, etc. may be used herein to describe various elements, these elements should not be limited by these terms. These terms are only used to distinguish one element from another. For example, a first element could be termed a second element, and, similarly, a second element could be termed a first element, without departing from the scope of example embodiments of the present invention.
It should be understood that, for the term "and/or" as may appear herein, it is merely an associative relationship that describes an associated object, meaning that three relationships may exist, e.g., a and/or B may mean: a exists alone, B exists alone, and A and B exist at the same time; for the term "/and" as may appear herein, which describes another associative object relationship, it means that two relationships may exist, e.g., a/and B, may mean: a exists independently, and A and B exist independently; in addition, for the character "/" that may appear herein, it generally means that the former and latter associated objects are in an "or" relationship.
It will be understood that when an element is referred to herein as being "connected," "connected," or "coupled" to another element, it can be directly connected or coupled to the other element or intervening elements may be present. Conversely, if a unit is referred to herein as being "directly connected" or "directly coupled" to another unit, it is intended that no intervening units are present. In addition, other words used to describe the relationship between elements should be interpreted in a similar manner (e.g., "between … …" versus "directly between … …", "adjacent" versus "directly adjacent", etc.).
It is to be understood that the terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of example embodiments of the invention. As used herein, the singular forms "a", "an" and "the" are intended to include the plural forms as well, unless the context clearly indicates otherwise. It will be further understood that the terms "comprises," "comprising," "includes" and/or "including," when used herein, specify the presence of stated features, integers, steps, operations, elements, and/or components, but do not preclude the presence or addition of one or more other features, numbers, steps, operations, elements, components, and/or groups thereof.
It should also be noted that, in some alternative implementations, the functions/acts noted may occur out of the order noted in the figures. For example, two figures shown in succession may, in fact, be executed substantially concurrently, or the figures may sometimes be executed in the reverse order, depending upon the functionality/acts involved.
It should be understood that specific details are provided in the following description to facilitate a thorough understanding of example embodiments. However, it will be understood by those of ordinary skill in the art that the example embodiments may be practiced without these specific details. For example, systems may be shown in block diagrams in order not to obscure the examples in unnecessary detail. In other instances, well-known processes, structures and techniques may be shown without unnecessary detail in order to avoid obscuring example embodiments.
Examples
In order to guarantee the call quality and improve the satisfaction of the enterprise of the client, the embodiment of the application provides a call control method and device, an electronic device and a storage medium, and the call control method and device, the electronic device and the storage medium can guarantee the call quality and improve the satisfaction of the enterprise of the client.
First, in order to more intuitively understand the solution provided by the embodiment of the present application, a system architecture of the call management and control solution provided by the embodiment of the present application is described below with reference to fig. 1.
Fig. 1 is a schematic application environment diagram of a call management and control method, an apparatus, an electronic device, and a storage medium according to one or more embodiments of the present application. As shown in fig. 1, the server is communicatively connected to one or more fixed telephones through a network, and can obtain the telephone record of the current call of the fixed telephone communicatively connected thereto.
The following describes a call control method provided in an embodiment of the present application in detail.
The call control method provided by the embodiment of the present application can be applied to a server, and except for special description, the embodiment of the present application is described by taking the server as an execution subject.
It is to be understood that the subject matter of the present disclosure is not to be considered as limiting.
Specifically, the flow of the call management and control method is shown in fig. 2, and may include the following steps:
step S201, separating the caller of the current call recording.
In the embodiment of the application, the server in communication connection with the fixed telephone can acquire the telephone record of the current call of the fixed telephone and separate the telephone record of the current call from a caller, namely, the voice of the calling user and the voice of the answering user are separated from the telephone record.
When the current call recording is separated, the voice of the calling user and the voice of the answering user can be separated through voiceprint recognition, speaker state detection, tone analysis and the like, and the data of the conversation process are reproduced in real time.
Step S202, converting the telephone recording after the speaker separation into text data.
In the embodiment of the present application, the telephone recording after the speaker separation can be converted into text data through Automatic Speech Recognition (ASR).
It should be noted that after the telephone recording is converted into the text data, data cleaning may be performed on the converted text data, where the data cleaning refers to a procedure for finding and correcting recognizable errors in the text data, and includes checking data consistency, processing invalid values and missing values, and the specific process of the data cleaning is not specifically described in this embodiment.
Step S203, a first emotion state and a first traffic state of a calling user and a second emotion state and a second traffic state of a answering user are identified from the text data through natural language processing.
The emotional states can be divided into positive, neutral and negative emotional states. When the first emotion state of the calling user and the second emotion state of the answering user are identified, emotion acoustic features can be extracted by analyzing the association relation between different emotion states and voice acoustic parameters, and therefore preliminary emotion states are carried out. And then, a complete emotional model is established by combining text discrimination models, such as the text characteristics of anger, abuse and the like, so that positive/neutral/negative emotional states are output.
Traffic status may refer to, but is not limited to, speech rate of speaking, whether there is speech robbery, whether there is a word violation, etc.
The speaking speed can be judged according to the time interval between adjacent characters in the text data corresponding to the same user, and when the average time interval between adjacent characters in the text data corresponding to a user is lower than a set time interval, the speaking speed of the user can be considered to be too fast.
Whether the call is robbed or not can be judged according to whether the time of the text data corresponding to the calling user is overlapped with the time of the text data corresponding to the answering user, and if the time of the text data is overlapped, the call is robbed.
The forbidden words can be established as a special forbidden word library according to the quality inspection requirement, and after the telephone recording is converted into the text data, whether the forbidden words appear in the text data can be identified through keyword retrieval. The forbidden words in the embodiment of the application mainly refer to violent quarrel words or abusive words and the like.
Step S204, whether the current call is abnormal is determined based on the first emotion state, the first call traffic state, the second call traffic state and the second call traffic state.
For example, if the first emotional state or the second emotional state is a negative emotional state, it may be determined that the current call is abnormal; if the first traffic state represents that the speech speed of the calling user is too fast or the second traffic state represents that the speech speed of the answering user is too fast, the current call is judged to be abnormal; if the first telephone traffic state represents that the calling user has the call snatching and the call snatching frequency is higher than the set frequency, or the second telephone traffic state represents that the answering user has the call snatching and the call snatching frequency is higher than the set frequency, the current call is judged to be abnormal; if the text data corresponding to the calling user has forbidden words or the text data corresponding to the answering user has forbidden words, the current call is judged to be abnormal.
It is to be understood that the above-mentioned manner of determining whether the current call is abnormal is only an example, and other determination manners may be available in other embodiments.
Step S205, if the current call is abnormal, a call management and control operation corresponding to the abnormal type of the current call is executed.
Specifically, if the first traffic state representation speech rate is too fast or the second traffic state representation speech rate is too fast, a call reminding operation or a call interruption operation is performed; if the first telephone traffic state represents that the number of times of call snatching is too high or the second telephone traffic state represents that the number of times of call snatching is too high, call reminding or call interruption operation is carried out; and if the first traffic state represents that forbidden words exist in the text data corresponding to the calling user or the second traffic state represents that forbidden words exist in the text data corresponding to the answering user, carrying out call reminding, call interruption or call hanging-up operation.
When there is a forbidden word in the text data corresponding to the calling user or the answering user, if the occurrence frequency is lower than the set frequency, a call reminding operation or a call interruption operation can be performed, for example, a prompt voice is added in the current call to perform call reminding or call interruption. If the number of times of the forbidden words in the text data corresponding to the calling user or the answering user exceeds the set number of times, the calling user and the answering user are violently quarreling or abused mutually, and the call can be hung up at the moment in order to avoid further excitation of contradiction.
The call control method provided by the embodiment of the application is characterized in that the call record of the current call is separated, the call record after the separation of the call is converted into the text data, the first emotion state and the first telephone traffic state of a calling user and the second emotion state and the second telephone traffic state of an answering user are identified from the text data, so that whether the current call is abnormal or not is determined, and the call control operation corresponding to the abnormal type is executed when the current call is abnormal. So, can in time determine current conversation whether unusual and take corresponding conversation management and control unusual, realize the real-time developments management and control of conversation both sides, promote the conversation towards better direction development, guarantee speech quality promotes the satisfaction of customer's enterprise, promotes the trade competitiveness of enterprise. When the number of times of the forbidden words existing in the text data corresponding to the calling user or the answering user exceeds the set number of times, the call can be hung up, and further activation of contradiction is avoided.
On the basis of the technical solution of the first aspect, the present embodiment further specifically provides a first possible design for recommending products and services to the answering user. The method further includes, but is not limited to, the following steps S301-S303.
Step S301, analyzing demand preference of the answering user according to the text data corresponding to the answering user.
Step S302, determining a marketing communication corresponding to the demand preference based on the demand preference.
In the embodiment of the application, the marketing communication technology can be preset according to different requirements of the user, the server sets corresponding marketing communication technology for the users with different requirements, and after the requirement preference of the answering user is analyzed, the server determines the marketing communication technology corresponding to the requirement preference based on the requirement preference of the answering user.
And step S303, sending the marketing communication to a user terminal corresponding to the calling user.
The user terminal corresponding to the calling user can be a personal computer of the calling user side, for example, a fixed telephone located on the same station can be bound with the personal computer, and when the marketing communication is generated, the generated marketing communication can be sent to the user terminal corresponding to the fixed telephone which is in current communication for displaying, so that the calling user recommends products and services which are optimally matched with the calling user to the answering user according to the marketing communication displayed by the user terminal, and the communication efficiency and the customer satisfaction are improved.
On the basis of the first aspect or the technical solution of the possible first design, the present embodiment further specifically provides a possible second design for constructing a user representation for receiving a user. And constructing a user portrait of the answering user according to a second emotional state and a second traffic state of the answering user so as to carry out call control on the answering user according to the user portrait in the following process. For example, if the second emotional state of the receiving user is a positive emotional state, the positive emotional state can be used as a portrait data in the user portrait of the receiving user, and the frequency of phone calls to the receiving user can be increased appropriately according to the portrait data in the user portrait in the subsequent process.
Further, the second emotional state may further include a degree of acceptance of the recommended service of the calling user by the answering user. And aiming at the condition of first conversation with the answering user, when the user portrait is constructed, if the acceptance degree of the answering user to the service recommended by the calling user is not accepted, generating the user portrait containing the do-not-disturb mark. For situations where the user is not initially speaking to the receiving user, a do-not-disturb flag may be added to the generated user representation when the user representation is constructed. Thus, secondary disturbance to the client can be avoided.
In the embodiment of the application, the server can also identify the age, the sex, the area where the user is located and the like of the answering user from the text data, and when the user portrait of the answering user is constructed, the user portrait of the answering user can be constructed according to the identified second emotional state, the second call state, the age, the sex and the area where the user portrait is located.
Referring to fig. 3, an embodiment of the present application provides a call management and control apparatus, including:
the separation unit is used for separating the caller from the current call record;
the conversion unit is used for converting the telephone record after the separation of the speaker into text data;
the identification unit is used for identifying a first emotional state and a first traffic state of a calling user and a second emotional state and a second traffic state of an answering user from the text data through natural language processing;
a determining unit, configured to determine whether a current call is abnormal based on the first emotional state, the first traffic state, the second emotional state, and the second traffic state;
and the control unit is used for executing the call control operation corresponding to the abnormal type of the current call if the current call is abnormal.
In a possible design, when the management control unit is configured to, if the current call is abnormal, perform a call management control operation corresponding to an abnormal type of the abnormality on the current call, specifically:
if the first emotional state or the second emotional state is a negative emotional state, carrying out call reminding or call interruption operation;
if the first traffic state representation speech rate is too fast or the second traffic state representation speech rate is too fast, carrying out call reminding or call interruption operation;
if the first telephone traffic state represents that the number of times of call snatching is too high or the second telephone traffic state represents that the number of times of call snatching is too high, call reminding or call interruption operation is carried out;
and if the first traffic state represents that forbidden words exist in the text data corresponding to the calling user or the second traffic state represents that forbidden words exist in the text data corresponding to the answering user, carrying out call reminding, call interruption or call hanging-up operation.
In one possible design, the call management and control apparatus further includes:
and the portrait construction unit is used for constructing the user portrait of the answering user according to the second emotional state and the second traffic state of the answering user so as to carry out call control on the answering user according to the user portrait subsequently.
In one possible design, the second emotional state includes a degree of acceptance of the service recommended by the calling user by the answering user.
In a possible design, the representation construction unit, when configured to construct the user representation of the answering user according to the second emotional state and the second traffic state of the answering user, is specifically configured to:
when the receiving user does not accept the recommended service of the calling user, generating the user portrait containing a do-not-disturb mark; or
Adding a do-not-disturb mark in the generated user image.
In one possible design, the identification unit is further configured to identify the age, gender and region of the listening user from the text data;
the portrait construction unit is specifically configured to, when being configured to construct a user portrait of the answering user according to the second emotional state and the second traffic state of the answering user:
and constructing a user portrait of the answering user according to the second emotional state, the second traffic state, the age, the gender and the region.
In one possible design, the call management and control device further includes an analysis unit and a sending unit, wherein the analysis unit is configured to analyze a demand preference of the answering user according to text data corresponding to the answering user;
the determining unit is further used for determining a marketing word corresponding to the demand preference based on the demand preference;
the sending unit is used for sending the marketing communication to a user terminal corresponding to the calling user.
For the working process, the working details and the technical effects of the hardware apparatus provided in this embodiment, reference may be made to the contents of the foregoing method embodiments, which are not described herein again.
Referring to fig. 4, an electronic device according to an embodiment of the present application includes a memory, a processor, and a transceiver, where the memory is used to store a computer program, the transceiver is used to transmit and receive a message, and the processor is used to read the computer program and execute the call management method according to the embodiment.
By way of specific example, the Memory may include, but is not limited to, a Random Access Memory (RAM), a Read Only Memory (ROM), a Flash Memory (Flash Memory), a first-in-first-out Memory (FIFO), a first-in-last-out Memory (FILO), and/or the like; the processor may not be limited to a processor adopting an architecture processor such as a model STM32F105 series microprocessor, an arm (advanced RISC machines), an X86, or a processor of an integrated NPU (neutral-network processing unit); the transceiver may be, but is not limited to, a WiFi (wireless fidelity) wireless transceiver, a bluetooth wireless transceiver, a General Packet Radio Service (GPRS) wireless transceiver, a ZigBee protocol (ieee 802.15.4 standard-based low power local area network protocol), a 3G transceiver, a 4G transceiver, and/or a 5G transceiver, etc. In addition, the electronic device may further include, but is not limited to, a power module, a display screen, and other necessary components.
For the working process, the working details and the technical effects of the electronic device provided in this embodiment, reference may be made to the contents of the above method embodiment, which is not described herein again.
An embodiment of the present application further provides a computer-readable storage medium, that is, instructions are stored on the computer-readable storage medium, and when the instructions are run on a computer, the call management and control method as described above is executed. The computer-readable storage medium refers to a carrier for storing data, and may include, but is not limited to, floppy disks, optical disks, hard disks, flash memories, flash disks and/or Memory sticks (Memory sticks), etc., and the computer may be a general-purpose computer, a special-purpose computer, a computer network, or other programmable devices.
For the working process, the working details and the technical effects of the computer-readable storage medium provided in this embodiment, reference may be made to the above method embodiment, which is not described herein again.
Embodiments of the present application further provide a computer program product containing instructions, which when executed on a computer, cause the computer to execute the call management control method as described above, wherein the computer may be a general-purpose computer, a special-purpose computer, a computer network, or other programmable apparatus.
The embodiments described above are merely illustrative, and the units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of the present embodiment. One of ordinary skill in the art can understand and implement it without inventive effort.
Through the above description of the embodiments, those skilled in the art will clearly understand that each embodiment can be implemented by software plus a necessary general hardware platform, and certainly can also be implemented by hardware. With this understanding in mind, the above-described technical solutions may be embodied in the form of a software product, which can be stored in a computer-readable storage medium, such as ROM/RAM, magnetic disk, optical disk, etc., and includes instructions for causing a computer device to perform the methods described in the embodiments or some portions of the embodiments.
The invention is not limited to the above alternative embodiments, and any other various forms of products can be obtained by anyone in the light of the present invention, but any changes in shape or structure thereof, which fall within the scope of the present invention as defined in the claims, fall within the scope of the present invention.
Claims (10)
1. A call management and control method is characterized by comprising the following steps:
separating the caller from the current call record;
converting the telephone recording after the speaker separation into text data;
identifying a first emotional state and a first traffic state of a calling user and a second emotional state and a second traffic state of an answering user from the text data through natural language processing;
determining whether the current call is abnormal or not based on the first emotional state, the first traffic state, the second emotional state and the second traffic state;
and if the current call is abnormal, executing call control operation corresponding to the abnormal type on the current call.
2. The method of claim 1, wherein if the current call is abnormal, performing a call management operation corresponding to the abnormal type of the abnormality on the current call comprises:
if the first emotional state or the second emotional state is a negative emotional state, carrying out call reminding or call interruption operation;
if the first traffic state representation speech rate is too fast or the second traffic state representation speech rate is too fast, carrying out call reminding or call interruption operation;
if the first telephone traffic state represents that the number of times of call snatching is too high or the second telephone traffic state represents that the number of times of call snatching is too high, call reminding or call interruption operation is carried out;
and if the first traffic state represents that forbidden words exist in the text data corresponding to the calling user or the second traffic state represents that forbidden words exist in the text data corresponding to the answering user, carrying out call reminding, call interruption or call hanging-up operation.
3. The method of claim 1, wherein the method further comprises:
and constructing a user portrait of the answering user according to the second emotional state and the second traffic state of the answering user so as to carry out call control on the answering user according to the user portrait in the following process.
4. The method of claim 3, wherein the second emotional state comprises a degree of acceptance of the service recommended by the calling user by the answering user.
5. The method of claim 4, wherein said constructing a user representation of said listening user from a second emotional state and a second traffic state of said listening user comprises:
when the receiving user does not accept the recommended service of the calling user, generating the user portrait containing a do-not-disturb mark; or
Adding a do-not-disturb mark in the generated user image.
6. The method of claim 3, wherein the method further comprises:
identifying the age, the gender and the region of the answering user from the text data;
the constructing of the user representation of the answering user according to the second emotional state and the second traffic state of the answering user comprises:
and constructing a user portrait of the answering user according to the second emotional state, the second traffic state, the age, the gender and the region.
7. The method of claim 1, wherein the method further comprises:
analyzing the demand preference of the answering user according to the text data corresponding to the answering user;
determining a marketing communication corresponding to the demand preference based on the demand preference;
and sending the marketing communication to a user terminal corresponding to the calling user.
8. A call management and control device, comprising:
the separation unit is used for separating the caller from the current call record;
the conversion unit is used for converting the telephone record after the separation of the speaker into text data;
the identification unit is used for identifying a first emotional state and a first traffic state of a calling user and a second emotional state and a second traffic state of an answering user from the text data through natural language processing;
a determining unit, configured to determine whether a current call is abnormal based on the first emotional state, the first traffic state, the second emotional state, and the second traffic state;
and the control unit is used for executing the call control operation corresponding to the abnormal type of the current call if the current call is abnormal.
9. An electronic device, comprising: the call control method comprises a memory, a processor and a transceiver which are sequentially connected in a communication mode, wherein the memory is used for storing computer programs, the transceiver is used for receiving and sending messages, and the processor is used for reading the computer programs and executing the call control method according to any one of claims 1 to 7.
10. A computer-readable storage medium characterized by: the computer-readable storage medium stores instructions for performing the call management method according to any one of claims 1 to 7 when the instructions are executed on a computer.
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