CN112995568A - Customer service system based on video and construction method - Google Patents
Customer service system based on video and construction method Download PDFInfo
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- CN112995568A CN112995568A CN202110156601.1A CN202110156601A CN112995568A CN 112995568 A CN112995568 A CN 112995568A CN 202110156601 A CN202110156601 A CN 202110156601A CN 112995568 A CN112995568 A CN 112995568A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N7/00—Television systems
- H04N7/14—Systems for two-way working
- H04N7/141—Systems for two-way working between two video terminals, e.g. videophone
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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
- G10L13/00—Speech synthesis; Text to speech systems
- G10L13/02—Methods for producing synthetic speech; Speech synthesisers
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
Abstract
The invention belongs to the technical field of video customer service, and particularly relates to a video-based customer service system and a construction method thereof. The invention provides a new customer service system based on video and a construction method, rich media conversation is established for many times between a client and a customer service end, and an expert end can join in the rich media conversation without independently establishing conversation for the expert and the client, at the moment, rich media is equivalent to a group, and meanwhile, the expert can be switched at any time, different experts can respectively serve the same client or a plurality of different experts can simultaneously appear in the group to serve the same client; the design can further improve the working efficiency of the video customer service and the service range of the video customer service.
Description
Technical Field
The invention belongs to the technical field of video customer service, and particularly relates to a video-based customer service system and a construction method thereof.
Background
The video service is called as voice video service, and is an upgrade version of the common webpage online service. The voice and video functions are added to the original single-webpage character communication mode, and the communication mode is enriched to a great extent.
The existing video customer service can perform real-time bidirectional rich media interaction, support real-time audio and video, and simultaneously perform rich media communication such as text, picture and file transmission. The image is real-time and low in delay, the image quality is clear, the definition and the frame rate are automatically adjusted in a bidirectional mode according to the bandwidth, but one customer service can only establish a session with one customer, and the working efficiency is low.
Disclosure of Invention
Aiming at the problems, the invention provides a new customer service system based on video and a construction method.
The specific technical scheme of the invention is as follows:
the invention provides a video customer service construction method, which comprises the following steps:
s1: a voice recognition step, which is used for recognizing the heard consultation voice through a voice recognition module;
s2: a natural language processing step, which is used for carrying out natural language processing on the recognized voice through a natural language processing module;
s3: a voice synthesis step, which is used for carrying out voice synthesis on the replied voice through a voice synthesis module;
s4: a session establishing step, which is used for establishing a session for a customer service end of a merchant and a client end of the merchant through a session establishing module, a customer proposes a question to the corresponding customer service end through the session, and the question proposed by the customer is sent to the corresponding client end after being processed in steps S1-S3 or the answer voice of the customer service end is directly sent to the client end;
step S4 includes the following steps:
s41: a rich media call establishing step, which is used for establishing multiple rich media calls between the customer service end and the client end through a rich media call unit;
the video customer service construction method also comprises the following steps:
s5: the expert accessing step is used for accessing the expert end of the merchant into the corresponding rich media call through the expert accessing module, and synchronizing the voice stream and the video stream of the expert end in the rich media call;
s6: and a switching step, namely switching the expert to access the other expert end to the rich media call when the switching module identifies that the specific voice appears in the voice of the client after receiving the voice sent by the client and processing the voice of the client through the steps S1 and S2, wherein the expert end accessed to the rich media call keeps the rich media call or kicks out from the rich media call, and sends a keeping or kicking instruction to the corresponding expert end.
The invention has the following beneficial effects:
the invention provides a new customer service system based on video and a construction method, rich media conversation is established for many times between a client and a customer service end, and an expert end can join in the rich media conversation without independently establishing conversation for the expert and the client, at the moment, rich media is equivalent to a group, and meanwhile, the expert can be switched at any time, different experts can respectively serve the same client or a plurality of different experts can simultaneously appear in the group to serve the same client; the design can further improve the working efficiency of the video customer service and the service range of the video customer service.
Drawings
FIG. 1 is a block diagram of a video client system in some embodiments;
FIG. 2 is a flow diagram of a video customer service construction method in some embodiments;
FIG. 3 is a block diagram of a video client system in another embodiment;
FIG. 4 is a flow diagram of a video customer service system in another embodiment;
FIG. 5 is a block diagram showing the construction of a video client system according to still another embodiment;
FIG. 6 is a flow chart of a video customer service system in yet another embodiment.
Detailed Description
The present invention will be described in further detail with reference to the following examples and drawings.
In some embodiments, multiple experts, multiple customer services, and multiple customers may be constructed:
after a certain customer service and a client establish a session (for example, through a web page of a PC terminal or an APP of a mobile terminal), based on an access code (the access code refers to being generated based on technologies such as identity authentication, cookie authentication, and the like, but not limited thereto, other ways of facilitating a server to manage the session are also within the concept of the present invention), a rich media call (the call refers to a video call) can be established between the customer service and the client many times, and the rich media call can be maintained independently for an expert, a customer service, or a client, but a new session (the session refers to an http session) does not need to be established independently for the expert and the client. At this point the original session is equivalent to a group. The number of the experts is usually multiple, so that the experts can be switched to other experts at any time; the specific construction steps are as follows:
as shown in fig. 1 and fig. 2, the present invention provides a video customer service system, including:
s1: a voice recognition step, which is used for recognizing the heard consultation voice through a voice recognition module; the speech recognition is implemented by using a conventional algorithm, and the invention is not particularly limited, for example: an algorithm based on dynamic time warping, a hidden markov model based on a parametric model, a vector quantization method based on a non-parametric model, and the like are all within the selection range.
S2: a natural language processing step, which is used for carrying out natural language processing on the recognized voice through a natural language processing module; the natural language processing is implemented by a conventional algorithm, and the invention is not particularly limited, for example: natural language processing techniques based on conventional machine learning, natural language processing techniques based on deep learning, and the like, for example, methods such as an SVM (support vector machine model), a Markov (Markov model), a CRF (conditional random field model) and the like in the natural language processing techniques based on conventional machine learning, and a convolutional neural network, a cyclic neural network and the like in the natural language processing techniques based on deep learning are all within a selection range.
S3: a voice synthesis step, which is used for carrying out voice synthesis on the replied voice through a voice synthesis module; the speech synthesis is implemented by using a conventional algorithm, and the invention is not particularly limited, for example: TACORTON-an end-to-end deep learning TTS model, a TTS model is directly trained by a deep learning method, and after the model training is finished, given input, the model can generate corresponding audio and LPC synthesis technology, PSOLA synthesis technology, a voice synthesis method based on an LMA vocal tract model and the like, and all the parameters are in a selection range; and the speech synthesis recognition, natural language processing and speech synthesis described above may be based on a third party or integrated in the server of the present invention, all within the concept.
S4: a session establishing step, which is used for establishing a session for a customer service end of a merchant and a client end of the merchant through a session establishing module, a customer proposes a question to the corresponding customer service end through the session, and the question proposed by the customer is sent to the corresponding client end after being processed in steps S1-S3 or the answer voice of the customer service end is directly sent to the client end;
step S4 includes the following steps:
s41: a rich media call establishing step, which is used for establishing multiple rich media calls between the customer service end and the client end through a rich media call unit;
the rich media call unit has the same function as the access code, and is used for verifying the identity of an access person and avoiding the condition that video calls are mixed; for example, when a QQ video call or a wechat video is performed, a sends a video request to B, and a video call can be established only after B passes, and the process of passing B is an authentication process.
The video customer service construction method also comprises the following steps:
s5: the expert accessing step is used for accessing the expert end of the merchant into the corresponding rich media call through the expert accessing module, and synchronizing the voice stream and the video stream of the expert end in the rich media call;
the synchronization of the voice stream and the video stream is performed in a common synchronization manner, and the present invention is not limited specifically, for example, the following synchronization scheme:
first selecting a reference clock (requiring that time on the reference clock be linearly incremented);
stamping a time stamp on each audio and video data block according to a reference clock during encoding;
and during playing, the playing is adjusted according to the audio and video time stamp and the reference clock.
Therefore, the synchronization of video and audio is a dynamic process in nature, with synchronization being temporary and non-synchronization being normal. The playing speed is slowed down when the playing speed is increased by taking the reference clock as a standard; the playing speed is increased when the playing is fast.
The reference clock is generally selected from the following three types:
synchronizing video to audio: the video is synchronized based on the playback speed of the audio.
Synchronizing audio to video: the audio is synchronized based on the playing speed of the video.
Synchronizing video and audio on an external clock: an external clock is selected as a reference against which the video and audio playback speeds are based.
S6: and a switching step, namely switching the expert to access the other expert end to the rich media call when the switching module identifies that the specific voice appears in the voice of the client after receiving the voice sent by the client and processing the voice of the client through the steps S1 and S2, wherein the expert end accessed to the rich media call keeps the rich media call or kicks out from the rich media call, and sends a keeping or kicking instruction to the corresponding expert end.
The invention provides a new video-based customer service construction method, which is characterized in that rich media calls are established between a client and a customer service end for many times, and an expert end can join in the rich media calls without independently establishing sessions for the experts and the client, at the moment, the rich media calls are equivalent to a group, and meanwhile, the experts can be switched at any time, different experts can respectively serve the same client, and a plurality of different experts can simultaneously appear in the group to serve the same client; the design can further improve the working efficiency of the video customer service and the service range of the video customer service.
In step S5 in this embodiment, after the expert accesses the rich media call, the service end is kicked out from the rich media call, and a kick instruction is sent to the service end (the kicking refers to disconnecting the call between the service end and the client, i.e., cutting off the audio stream and the video stream between the service end and the client); preferably, after receiving the kick instruction through the receiving module, the client sends a request for establishing another rich media session with another client to the session establishing module through the session module. In this embodiment, after the expert terminal accesses the rich media call, the client terminal can exit the rich media call (after the client terminal exits the call, the session between the client terminal and the client terminal is still continued without being disconnected), and then a new rich media call is established with another client terminal, thereby further improving the working efficiency of the video client service.
In another embodiment, the expert is typically a scarce resource (e.g., possibly part-time) of the merchant, requiring the expert to address multiple questions simultaneously. A virtual expert may be used. The virtual expert comprises that the image is real and the voice is TTS; images are synthesized (extracted from key frames of video streams such as short video, AR, etc.), but speech is true; and, images and voices are both based on three cases of AI processing. The method can adapt to 80% of application scenes;
when the expert terminal and the client terminal are in normal conversation, the system collects the voice of the expert through the microphone, collects the video of the expert through the camera, respectively transcodes the videos through the transcoding modules and then enters the decoding module, and the decoded videos are sent to the client terminal through the decoding module; based on the above situation of the virtual experts, the following are respectively specified:
1. the image is real, the voice is TTS, namely the video stream and the voice stream are both equivalent to live broadcast, at the moment, a channel for collecting the expert voice by a microphone or a channel for enabling a transcoding module of the voice to enter a decoding module needs to be cut off, then the expert voice is synthesized through a voice synthesis step and converted into audio, and if the audio is sent to the decoding module in an MP3 format, the channel between the voice synthesis module and the decoding module is connected;
2. the images are synthesized, the voice is real, namely, the audio stream is equivalent to live broadcasting, the video stream is equivalent to recorded broadcasting, at the moment, a channel for collecting an expert video by a camera or a channel for enabling a video transcoding module to enter a decoding module needs to be cut off, then the images or short videos of experts are synthesized and then sent to the decoding module, namely, the images are communicated with the channel between the synthesizing module and the decoding module;
3. the image and the voice are processed based on AI, at the moment, a channel for collecting an expert video by a camera or a channel for enabling a video volume transcoding module to enter a decoding module is required to be cut off, a channel for collecting an expert voice by a microphone or a channel for enabling a voice volume transcoding module to enter the decoding module is required to be cut off, then the channel for collecting the expert voice by the microphone or the channel for enabling the voice volume transcoding module to enter the decoding module is required to be synthesized by a voice synthesis step, the obtained expert voice is converted into audio, for example, the audio is sent to the decoding module in an MP3 format, the audio is sent to the decoding module after the image or the short video of an expert;
in the above case, the client may know that the expert is serving multiple objects, and thus the mouth shape and the sound may not be synchronized.
The specific implementation can be as follows:
the client A wants to consult the condition about the mobile phone, consults a merchant selling the mobile phone, firstly establishes a call with the customer service terminal S, but wants to consult a question with an expert, the expert B is accessed into the call, when the client A consults simple questions such as 'when the latest mobile phone is put on shelf' and 'the price of a certain mobile phone', the video customer service robot of the system can answer, at the moment, the expert A can close a microphone in the call with the client A, only the real video of the expert is displayed in the call, then the video customer service robot answers the question of the client, and at the moment, the expert B can answer the real sound of 'how do the mobile phone blue screen' provided by the other client B;
when the expert B is inconvenient to live the images in case of something, the camera is closed, the images are recorded and broadcast, and only the real sound of the expert can be heard in the call;
when the questions consulted by the client A are simple and inconvenient for live broadcasting of images, the camera and the microphone are closed, the questions of the client are answered through the video customer service robot, and screenshots or synthesized short videos of the expert images are displayed.
The specific construction steps can be as follows:
as shown in fig. 3 and 4, the video customer service construction method further includes the following steps:
s7: and an expert body dividing step, which is used for setting an expert end accessed into the rich media call as a virtual expert through an expert body dividing module, and forming the image and the voice of the virtual expert into the same media stream, wherein the image of the expert included in the rich media call by the virtual expert is real, the voice is synthesized, or the image is synthesized, the voice is real, or the image and the voice are synthesized.
In this embodiment, step S3 includes the following steps:
s31: an expert database establishing step, which is used for acquiring the voice of an expert through an expert database establishing unit to establish an expert database and training the expert database to establish a voice model;
s32: an image library establishing step for acquiring images of experts through an image library establishing unit and establishing an image library;
s33: an expert speech synthesis step for performing expert speech synthesis based on the speech model and the expert database by an expert speech synthesis unit;
s34: an image synthesizing step of synthesizing an expert image based on the image library by an image synthesizing unit;
preferably, when the voice of the virtual expert is synthesized in step S7, expert voice synthesis is performed through step S33; when the images are synthesized, the expert images are synthesized through step S34.
In another embodiment, in order to improve the efficiency of the expert, the expert preferably does not need to operate a PC or APP or the like terminal, and only provides oral consultation is desirable. Therefore, the customer service of the system can be used as hands and ears of experts, and the experts only need to use mouths and eyes. Specifically, for example, when the customer service S1 establishes a rich media call C1 including an expert B1 in a session H1 with a certain client U1, during which other contents such as text, pictures, file transfer, etc. may still be provided, but the expert only needs to switch to the ASR mode (or switch by customer service or automatically) during the call, and when the expert says, "i now send you the third drawing of the X product manual", the system automatically recognizes and sends it to the client, and at this time, the customer service a may exit the rich media call C1, and establish a rich media call C2 including an expert B2 in a session H2 with a client U2.
For both clients U1 and U2, they both obtain the service of customer service S1 and experience the video service of expert B1 and expert B2. Of course, the customer service S1 may be a human customer, an AI customer service, or both. The specific construction steps can be as follows:
the video customer service construction method further comprises the following steps:
s8: a mode conversion step, which is used for switching the rich media call into an ASR mode through a mode conversion module, sending an oral consultation instruction to the expert terminal, and directly sending the voice of the expert to the client terminal or sending related content to the client terminal after processing the voice of the expert in steps S1 and S2 when receiving the voice of the expert terminal; after receiving the instruction of oral consultation, the expert end locks the input function through the locking module.
In another embodiment, in a real meeting scene, a speaker can completely interact with less than 5 listeners at the same time, and each participant can not feel that information acquisition is seriously hindered, and certainly, the video interaction between an expert and a plurality of merchants can be realized; meanwhile, the speaker can select broadcast or unicast. By manual switching or AI switching. For example, when the speaker "we can chat for 2 minutes alone, please wait for each bit, etc"; the method comprises the following specific steps:
as shown in fig. 5 and 6, the video customer service construction method further includes the following steps:
s9: and a multi-person conversation step, which is used for accessing a plurality of other clients of the same type in the rich media conversation between the expert end and the clients through the multi-person conversation module to form the rich media conversation between the expert end and the clients.
In the embodiment, in the rich media call between an expert and a plurality of clients in step S9, after the received expert voice is processed in steps S1 and S2, when a first keyword appears in the expert voice, the expert voice is sent to each client, when a second keyword appears in the expert voice, the expert voice is sent to a specific client, and the rest clients cannot hear the expert voice; wherein the first keywords include, but are not limited to, broadcast and the second keywords include, but are not limited to, unicast.
In yet another embodiment, the client can only hear and see the expert's video, not each other, and the expert can either watch the text questions generated by the screen or listen to multiple soundtracks. When the expert selects one sound channel as the main listening, the rest sound channels are automatically silent, and AI characters of the rest sound channels are displayed on the screen; the specific construction steps are as follows:
as shown in fig. 5 and 6, the video customer service construction method further includes the following steps:
s10: and a one-way filtering step, namely filtering and shielding the client through a one-way filtering module, identifying the content sent by the client, and sending the identified content to the expert end when the content sent by the client is identified to be one or two of sound or characters.
In step S10 of this embodiment, the sound sent by each client is sent to the expert at the same time, and after receiving the single channel switching request sent by the expert, the sound of the corresponding client is sent to the expert, and the sound of the rest clients is processed in steps S1 and S2 and then sent to the expert;
preferably, the expert end receives the voice of each client through the receiving module, the expert can simultaneously hear the voice of each client, when the switching instruction is identified, the expert end sends a single sound channel switching request to the unidirectional filtering module through the sound channel switching module, and receives the voice of the corresponding client and the characters of the rest clients sent by the unidirectional filtering module
The invention also provides a video customer service system, which comprises a memory, a processor and a computer program stored on the memory, wherein the processor executes the computer program to realize the steps of the method.
The above-mentioned embodiments are merely illustrative of the preferred embodiments of the present invention, and do not limit the scope of the present invention, and various modifications and improvements of the technical solution of the present invention by those skilled in the art should fall within the protection scope defined by the claims of the present invention without departing from the spirit of the present invention.
Claims (10)
1. A video customer service construction method comprises the following steps:
s1: a voice recognition step, which is used for recognizing the heard consultation voice through a voice recognition module;
s2: a natural language processing step, which is used for carrying out natural language processing on the recognized voice through a natural language processing module;
s3: a voice synthesis step, which is used for carrying out voice synthesis on the replied voice through a voice synthesis module;
s4: a session establishing step, which is used for establishing a session for a customer service end of a merchant and a client end of the merchant through a session establishing module, a customer proposes a question to the corresponding customer service end through the session, and the question proposed by the customer is sent to the corresponding client end after being processed in steps S1-S3 or the answer voice of the customer service end is directly sent to the client end;
characterized in that, the step S4 includes the following steps:
s41: a rich media call establishing step, which is used for establishing multiple rich media calls between the customer service end and the client end through a rich media call unit;
the video customer service construction method also comprises the following steps:
s5: the expert accessing step is used for accessing the expert end of the merchant into the corresponding rich media call through the expert accessing module, and synchronizing the voice stream and the video stream of the expert end in the rich media call;
s6: and a switching step, namely switching the expert to access the other expert end to the rich media call when the switching module identifies that the specific voice appears in the voice of the client after receiving the voice sent by the client and processing the voice of the client through the steps S1 and S2, wherein the expert end accessed to the rich media call keeps the rich media call or kicks out from the rich media call, and sends a keeping or kicking instruction to the corresponding expert end.
2. The video customer service construction method according to claim 1, wherein in step S5, after the expert accesses the rich media call, the customer service end is kicked out from the rich media call, and a kicking instruction is sent to the customer service end;
preferably, after receiving the kick instruction through the receiving module, the client sends a request for establishing another rich media session with another client to the session establishing module through the session module.
3. The video customer service construction method according to claim 1, further comprising the steps of:
s7: and an expert body dividing step, which is used for setting an expert end accessed into the rich media call as a virtual expert through an expert body dividing module, and forming the image and the voice of the virtual expert into the same media stream, wherein the image of the expert included in the rich media call by the virtual expert is real, the voice is synthesized, or the image is synthesized, the voice is real, or the image and the voice are synthesized.
4. The video customer service construction method according to claim 3, characterized in that: the step S3 includes the following steps:
s31: an expert database establishing step, which is used for acquiring the voice of an expert through an expert database establishing unit to establish an expert database and training the expert database to establish a voice model;
s32: an image library establishing step for acquiring images of experts through an image library establishing unit and establishing an image library;
s33: an expert speech synthesis step for performing expert speech synthesis based on the speech model and the expert database by an expert speech synthesis unit;
s34: an image synthesizing step of synthesizing an expert image based on the image library by an image synthesizing unit; preferably, when the voice of the virtual expert is synthesized in step S7, expert voice synthesis is performed through step S33; when the images are synthesized, the expert images are synthesized through step S34.
5. The video customer service construction method according to claim 1, further comprising the steps of:
s8: a mode conversion step, which is used for switching the rich media call into an ASR mode through a mode conversion module, sending an oral consultation instruction to the expert terminal, and directly sending the voice of the expert to the client terminal or sending related content to the client terminal after processing the voice of the expert in steps S1 and S2 when receiving the voice of the expert terminal; after receiving the instruction of oral consultation, the expert end locks the input function through the locking module.
6. The video customer service construction method according to claim 1, further comprising the steps of:
s9: and a multi-person conversation step, which is used for accessing a plurality of other clients of the same type in the rich media conversation between the expert end and the clients through the multi-person conversation module to form the rich media conversation between the expert end and the clients.
7. The video customer service construction method according to claim 6, wherein in step S9, in the rich media call between an expert and a plurality of clients, after the received expert voice is processed in steps S1 and S2, when a first keyword appears in the expert voice, the expert voice is sent to each client, when a second keyword appears in the expert voice, the expert voice is sent to a specific client, and the remaining clients cannot hear the expert voice; wherein the first keywords include, but are not limited to, broadcast and the second keywords include, but are not limited to, unicast.
8. The video customer service construction method according to claim 7, further comprising the steps of:
s10: and a one-way filtering step, namely filtering and shielding the client through a one-way filtering module, identifying the content sent by the client, and sending the identified content to the expert end when the content sent by the client is identified to be one or two of sound or characters.
9. The video customer service construction method according to claim 8, wherein in step S10, the sound sent by each client is simultaneously sent to the expert, and when receiving a single channel switching request sent by the expert, the sound of the corresponding client is sent to the expert, and the sound of the rest clients is processed in steps S1 and S2 and then sent to the expert;
preferably, the expert end receives the voice of each client through the receiving module, the expert can simultaneously hear the voice of each client, and when the switching instruction is identified, the expert end sends a single voice channel switching request to the unidirectional filtering module through the voice channel switching module and receives the voice of the corresponding client and the characters of the rest clients, which are sent by the unidirectional filtering module.
10. A video client system comprising a memory, a processor and a computer program stored on the memory, wherein the processor executes the computer program to perform the steps of the method of claim 1.
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| 林鸿;徐伟杰;韩毅平;郑勇锋;: "《基于大数据技术的客户全面感知数据分析研究与应用》", 《电气应用》 * |
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| CN112995568B (en) | 2022-09-23 |
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