CN113364918A - Call processing method, device, electronic equipment, storage medium and program product - Google Patents

Call processing method, device, electronic equipment, storage medium and program product Download PDF

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CN113364918A
CN113364918A CN202110595019.5A CN202110595019A CN113364918A CN 113364918 A CN113364918 A CN 113364918A CN 202110595019 A CN202110595019 A CN 202110595019A CN 113364918 A CN113364918 A CN 113364918A
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call
call object
content
recording
conversation
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CN113364918B (en
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不公告发明人
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Lakala Payment Co ltd
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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42221—Conversation recording systems
    • 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
    • G10L15/26—Speech to text systems
    • 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
    • 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
    • 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
    • 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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/2281—Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls

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  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Health & Medical Sciences (AREA)
  • Human Computer Interaction (AREA)
  • Audiology, Speech & Language Pathology (AREA)
  • Physics & Mathematics (AREA)
  • Acoustics & Sound (AREA)
  • Multimedia (AREA)
  • Computational Linguistics (AREA)
  • Technology Law (AREA)
  • Computer Security & Cryptography (AREA)
  • Child & Adolescent Psychology (AREA)
  • General Health & Medical Sciences (AREA)
  • Hospice & Palliative Care (AREA)
  • Psychiatry (AREA)
  • Telephonic Communication Services (AREA)
  • Telephone Function (AREA)

Abstract

The embodiment of the disclosure discloses a call processing method, a call processing device, an electronic device, a storage medium and a program product, wherein the method comprises the following steps: acquiring a first call object call parameter; when the call parameters of the first call object meet a first preset condition, triggering a call with a second call object, and recording the call content of the first call object; and acquiring a first call object recording parameter, and returning the call with the first call object when the first call object recording parameter meets a second preset condition. The technical scheme can reasonably and fully utilize the working time of the service provider to a great extent, and effectively improve the working efficiency of the service provider.

Description

Call processing method, device, electronic equipment, storage medium and program product
Technical Field
The disclosed embodiments relate to the technical field of call processing, and in particular, to a call processing method, a call processing device, an electronic device, a storage medium, and a program product.
Background
With the development of science and technology, users can seek services for various platforms through channels such as telephones, networks and the like, and service providers can often communicate with the users through the telephones or the networks to receive the consultation of the users, acquire the requirements of the users, solve the problems of the users and provide help for the users. However, in practical applications, the communication time between the service provider and the user may be wasted due to the slow speech speed of the user and the overlong told information, which may result in low work efficiency of the service provider.
Disclosure of Invention
The embodiment of the disclosure provides a call processing method and device, electronic equipment, a storage medium and a program product.
In a first aspect, an embodiment of the present disclosure provides a call processing method.
Specifically, the call processing method includes:
acquiring a first call object call parameter;
when the call parameters of the first call object meet a first preset condition, triggering a call with a second call object, and recording the call content of the first call object;
and acquiring a first call object recording parameter, and returning the call with the first call object when the first call object recording parameter meets a second preset condition.
With reference to the first aspect, in a first implementation manner of the first aspect, the call parameters include one or more of the following parameters: the conversation speed, the duration of conversation content and the emotional characteristics of the conversation; the first preset condition comprises one or more of the following conditions: the conversation speed is lower than a preset speed threshold, the duration of conversation content is higher than a first preset duration threshold, and the conversation emotion characteristic is a preset conversation emotion characteristic.
With reference to the first aspect and the first implementation manner of the first aspect, in a second implementation manner of the first aspect, the triggering a call with a second call object and recording call content of the first call object when the call parameter of the first call object meets a first preset condition further includes:
and performing character recognition on the recorded conversation content of the first conversation object.
With reference to the first aspect, the first implementation manner of the first aspect, and the second implementation manner of the first aspect, in a third implementation manner of the first aspect, the recording parameters include one or more of the following parameters: recording duration and tone characteristics of recorded call content; the second preset condition comprises one or more of the following conditions: the recording time length is higher than a second preset time length threshold value, and the tone features of the recorded call content are preset tone features.
With reference to the first aspect, the first implementation manner of the first aspect, the second implementation manner of the first aspect, and the third implementation manner of the first aspect, in a fourth implementation manner of the first aspect, the obtaining a first call object recording parameter, and returning to a call with the first call object when the first call object recording parameter meets a second preset condition, further includes:
and recording the call content of the second call object.
With reference to the first aspect, the first implementation manner of the first aspect, the second implementation manner of the first aspect, the third implementation manner of the first aspect, and the fourth implementation manner of the first aspect, in a fifth implementation manner of the first aspect, after the recording the call content of the second call object, the method further includes:
and performing character recognition on the recorded conversation content of the second call object.
With reference to the first aspect, the first implementation manner of the first aspect, the second implementation manner of the first aspect, the third implementation manner of the first aspect, the fourth implementation manner of the first aspect, and the fifth implementation manner of the first aspect, in a sixth implementation manner of the first aspect, the disclosure further includes:
and acquiring the recording parameters of the second call object.
With reference to the first aspect, the first implementation manner of the first aspect, the second implementation manner of the first aspect, the third implementation manner of the first aspect, the fourth implementation manner of the first aspect, the fifth implementation manner of the first aspect, and the sixth implementation manner of the first aspect, in a seventh implementation manner of the first aspect, the present disclosure further includes:
when the second call object recording parameter meets the second preset condition and the first call object call parameter meets the first preset condition again, returning the call with the second call object or triggering the call with a third call object, and recording the call content of the first call object;
when the recording parameter of the second call object meets the second preset condition and the call of the first call object is ended, returning the call with the second call object or triggering the call with a third call object;
and when the recording parameter of the second call object meets the second preset condition, but the call parameter of the first call object does not meet the first preset condition again or the call with the first call object is not finished, sending a waiting prompt message to the second call object.
In a second aspect, a call processing apparatus is provided in the embodiments of the present disclosure.
Specifically, the call processing apparatus includes:
the obtaining module is configured to obtain a first call object call parameter;
the triggering module is configured to trigger the call with a second call object when the call parameter of the first call object meets a first preset condition, and record the call content of the first call object;
and the return module is configured to acquire a first call object recording parameter, and return the call with the first call object when the first call object recording parameter meets a second preset condition.
With reference to the second aspect, an embodiment of the present disclosure is implemented in a first implementation manner of the second aspect, wherein the call parameters include one or more of the following parameters: the conversation speed, the duration of conversation content and the emotional characteristics of the conversation; the first preset condition comprises one or more of the following conditions: the conversation speed is lower than a preset speed threshold, the duration of conversation content is higher than a first preset duration threshold, and the conversation emotion characteristic is a preset conversation emotion characteristic.
With reference to the second aspect and the first implementation manner of the second aspect, in a second implementation manner of the second aspect, the triggering module is further configured to:
and performing character recognition on the recorded conversation content of the first conversation object.
With reference to the second aspect, the first implementation manner of the second aspect, and the second implementation manner of the second aspect, in a third implementation manner of the second aspect, the recording parameters include one or more of the following parameters: recording duration and tone characteristics of recorded call content; the second preset condition comprises one or more of the following conditions: the recording time length is higher than a second preset time length threshold value, and the tone features of the recorded call content are preset tone features.
With reference to the second aspect, the first implementation manner of the second aspect, the second implementation manner of the second aspect, and the third implementation manner of the second aspect, in a fourth implementation manner of the second aspect, the return module is further configured to:
and recording the call content of the second call object.
With reference to the second aspect, the first implementation manner of the second aspect, the second implementation manner of the second aspect, the third implementation manner of the second aspect, and the fourth implementation manner of the second aspect, in a fifth implementation manner of the second aspect, the return module is further configured to:
and performing character recognition on the recorded conversation content of the second call object.
With reference to the second aspect, the first implementation manner of the second aspect, the second implementation manner of the second aspect, the third implementation manner of the second aspect, the fourth implementation manner of the second aspect, and the fifth implementation manner of the second aspect, in a sixth implementation manner of the second aspect, the obtaining module is configured to:
and acquiring the recording parameters of the second call object.
With reference to the second aspect, the first implementation manner of the second aspect, the second implementation manner of the second aspect, the third implementation manner of the second aspect, the fourth implementation manner of the second aspect, the fifth implementation manner of the second aspect, and the sixth implementation manner of the second aspect, in a seventh implementation manner of the second aspect, the return module is further configured to:
when the second call object recording parameter meets the second preset condition and the first call object call parameter meets the first preset condition again, returning the call with the second call object or triggering the call with a third call object, and recording the call content of the first call object;
when the recording parameter of the second call object meets the second preset condition and the call of the first call object is ended, returning the call with the second call object or triggering the call with a third call object;
and when the recording parameter of the second call object meets the second preset condition, but the call parameter of the first call object does not meet the first preset condition again or the call with the first call object is not finished, sending a waiting prompt message to the second call object.
In a third aspect, the disclosed embodiment provides an electronic device, including a memory and a processor, where the memory is used to store one or more computer instructions that support a call processing apparatus to execute the call processing method, and the processor is configured to execute the computer instructions stored in the memory. The call processing apparatus may further include a communication interface for the call processing apparatus to communicate with other devices or a communication network.
In a fourth aspect, the disclosed embodiments provide a computer-readable storage medium for storing computer instructions for a call processing apparatus, which includes computer instructions for executing the call processing method described above as a call processing apparatus.
In a fifth aspect, the present disclosure provides a computer program product, which includes a computer program/instruction, and when the computer program/instruction is executed by a processor, the steps of the above-mentioned call processing method are implemented.
The technical scheme provided by the embodiment of the disclosure can have the following beneficial effects:
according to the technical scheme, the decomposition of the call object is realized by analyzing the call parameters of the call object, so that a service provider can serve two or more call objects at the same time. The technical scheme can reasonably and fully utilize the working time of the service provider to a great extent, and effectively improve the working efficiency of the service provider.
It is to be understood that both the foregoing general description and the following detailed description are exemplary and explanatory only and are not restrictive of embodiments of the disclosure.
Drawings
Other features, objects, and advantages of embodiments of the disclosure will become more apparent from the following detailed description of non-limiting embodiments when taken in conjunction with the accompanying drawings. In the drawings:
fig. 1 illustrates a flow diagram of a call processing method according to an embodiment of the present disclosure;
fig. 2 shows a block diagram of a call processing apparatus according to an embodiment of the present disclosure;
FIG. 3 shows a block diagram of an electronic device according to an embodiment of the present disclosure;
fig. 4 is a schematic block diagram of a computer system suitable for implementing a call processing method according to an embodiment of the present disclosure.
Detailed Description
Hereinafter, exemplary embodiments of the disclosed embodiments will be described in detail with reference to the accompanying drawings so that they can be easily implemented by those skilled in the art. Also, for the sake of clarity, parts not relevant to the description of the exemplary embodiments are omitted in the drawings.
In the disclosed embodiments, it is to be understood that terms such as "including" or "having," etc., are intended to indicate the presence of the disclosed features, numbers, steps, behaviors, components, parts, or combinations thereof, and are not intended to preclude the possibility that one or more other features, numbers, steps, behaviors, components, parts, or combinations thereof may be present or added.
It should be further noted that the embodiments and features of the embodiments in the present disclosure may be combined with each other without conflict. The embodiments of the present disclosure will be described in detail below with reference to the accompanying drawings in conjunction with embodiments.
The technical scheme provided by the embodiment of the disclosure realizes the decomposition of the call object through the analysis of the call parameters of the call object, so that the service provider can serve two or more call objects at the same time. The technical scheme can reasonably and fully utilize the working time of the service provider to a great extent, and effectively improve the working efficiency of the service provider.
Fig. 1 shows a flowchart of a call processing method according to an embodiment of the present disclosure, which includes the following steps S101 to S103, as shown in fig. 1:
in step S101, a first call object call parameter is acquired;
in step S102, when the call parameter of the first call object meets a first preset condition, triggering a call with a second call object, and recording the call content of the first call object;
in step S103, a first call object recording parameter is obtained, and when the first call object recording parameter meets a second preset condition, a call with the first call object is returned.
As mentioned above, with the development of science and technology, users seek services for various platforms through the channels such as telephone and network, and service providers often communicate with users through the channels such as telephone and network to receive the user's consultation, obtain the user's needs, solve the user's problems, and provide help for the users. However, in practical applications, the communication time between the service provider and the user may be wasted due to the slow speech speed of the user and the overlong told information, which may result in low work efficiency of the service provider.
In view of the above, in this embodiment, a call processing method is proposed that enables the resolution of a call to a call partner by analyzing call parameters of the call partner, making it possible for a service provider to serve two or more call partners simultaneously. The technical scheme can reasonably and fully utilize the working time of the service provider to a great extent, and effectively improve the working efficiency of the service provider.
In an embodiment of the present disclosure, the call processing method may be applied to a call processing party such as a computer, an electronic device, and a server that performs call processing.
In an embodiment of the present disclosure, the call target refers to a target of a call with another call target such as a service provider. The call object may be, for example, a user or the like, and the other party call object such as the service provider or the like may be, for example, a call robot or the like.
In an embodiment of the present disclosure, the call parameter refers to a parameter for characterizing a certain call, for example, the call parameter may include one or more of the following parameters: speech rate of the call, duration of the content of the call, emotional characteristics of the call, etc. The duration of the call content refers to the duration corresponding to a certain continuously occurring call content during a call, and if the time interval between the ending time of a certain call content and the starting time of the next call content exceeds a preset time interval threshold, the call content can be regarded as the continuously occurring call content; the call emotion characteristics refer to emotion characteristics of the call content obtained by analyzing the call content through emotion analysis, semantic analysis, intention analysis or other technical means.
In an embodiment of the present disclosure, the first preset condition refers to a condition for determining whether a certain call can be decomposed so that the counterpart call partner can simultaneously make a call with two or more call partners. Considering that if a call speed of a certain call party is too slow or a continuous call time is too long, the other call party may temporarily suspend processing of the call party and process other call parties first, and therefore, the first preset condition may include one or more of the following conditions: the speech rate of the call is lower than a preset speech rate threshold, and the duration of the call content is higher than a first preset duration threshold, wherein the preset speech rate threshold and the first preset duration threshold can be set according to the requirements of practical application. In addition, considering that when a call partner is in an emotion such as anger, a call partner of the other party can reply quickly and possibly not bring a favorable call effect, and conversely, a better call effect can be obtained by performing cold processing or slow processing on the call partner, the first preset condition may further include a condition that the call emotion characteristic is a preset call emotion characteristic, and when the call emotion characteristic of a certain call partner is a preset call emotion characteristic such as anger, the processing on the call partner may be temporarily suspended, and other call partners without the call emotion characteristic are processed first, wherein the preset call emotion characteristic is a preset call emotion characteristic suitable for performing call decomposition processing.
In an embodiment of the present disclosure, the recording parameter refers to a parameter for characterizing a certain recording content, for example, the recording parameter may include one or more of the following parameters: recording duration, tone characteristics of the recorded call content, and the like. The tone features of the recorded call content refer to tone features of the recorded call content obtained by analyzing the recorded call content through technical means such as tone analysis, semantic analysis or intention analysis.
In view of the fact that after the counterpart call party is routed to process the second call party, when the first call party has a long recording time or the first call party is judged to have finished speaking the current call he wants, the counterpart call party needs to return to the first call party in time to perform handling and processing. The second preset condition corresponds to the recording parameter, and may include one or more of the following conditions: the recording duration is higher than a second preset duration threshold, and the tone feature of the recorded call content is a preset tone feature, wherein the preset tone feature refers to a preset call tone feature that needs to be processed continuously, and the preset tone feature may be, for example: end, wait for reply, etc.
In the above embodiment, in order to enable an opposite party such as a service provider to serve two or more opposite parties simultaneously, reasonably and fully utilize the working time of the opposite party, and effectively improve the working efficiency of the opposite party, the current call content and the recorded call content need to be analyzed, and when it is determined that the processing of the current call object can be delayed to be switched to the processing of other call objects, or the processing of the initial call object needs to be returned and the processing of other call objects is delayed, the call objects are switched in time. Specifically, firstly, acquiring a call parameter of a first call object; when the conversation parameter of the first conversation object is judged to accord with a first preset condition for transferring to other conversation objects for processing, the conversation with a second conversation object is triggered, and in order to reserve the conversation content of the first conversation object to the maximum extent, the conversation content of the first conversation object which is not processed by people is recorded when transferring to the second conversation object; in order to return to the processing of the first call object in time, when recording the call content of the first call object, the recording parameter of the first call object is also required to be acquired at the same time, and when judging that the recording parameter of the first call object meets a second preset condition for returning to the processing of the first call object, the call with the first call object is returned to be processed.
In an embodiment of the present disclosure, the step S102, that is, when the call parameter of the first call object meets a first preset condition, triggering a call with a second call object, and recording the call content of the first call object, may further include the following steps:
and performing character recognition on the recorded conversation content of the first conversation object.
In order to enable an opposite party call object to quickly know the call content of a first call object in the process of processing the call of a second call object when the opposite party call object returns to process the call of the first call object, when the call content of the first call object is recorded, the recorded call content of the first call object can be subjected to character recognition, so that the opposite party call object can perform operations such as semantic analysis and the like on the basis of recognized characters in time.
In an embodiment of the present disclosure, the step S103, that is, obtaining a first call object recording parameter, and returning to the step of calling the first call object when the first call object recording parameter meets a second preset condition, may further include the following steps:
and recording the call content of the second call object.
In this embodiment, after recording the call content of the second call object, the method may further include the following steps:
and performing character recognition on the recorded conversation content of the second call object.
Similar to the processing of the first call object, in order to enable the call object of the other party to know the content of the call of the second call object when the call object of the other party returns to process the call of the first call object, so that the call object of the other party can return the call of the second call object in time, or when the call object of the other party returns to process the call of the second call object again, the operation such as processing or semantic analysis can be performed on the basis of the recognized characters in time.
In this embodiment, after recording the call content of the second call object, the method may further include the following steps:
and acquiring the recording parameters of the second call object.
Similar to the processing of the first call object, in order to process the call of the second call object in time, after the call object of the other party returns the call with the first call object, the recording parameter of the second call object needs to be acquired in real time.
In this embodiment, after obtaining the recording parameter of the second communication object, the method may further include the following steps:
when the second call object recording parameter meets the second preset condition and the first call object call parameter meets the first preset condition again, returning the call with the second call object or triggering the call with a third call object, and recording the call content of the first call object;
when the recording parameter of the second call object meets the second preset condition and the call of the first call object is ended, returning the call with the second call object or triggering the call with a third call object;
and when the recording parameter of the second call object meets the second preset condition, but the call parameter of the first call object does not meet the first preset condition again or the call with the first call object is not finished, sending a waiting prompt message to the second call object.
In this embodiment, the call state of the opposite party call object is determined according to the current call states of the first call object and the second call object. Specifically, the method comprises the following steps: if the second call object recording parameter meets the second preset condition, that is, when it is determined that the call object of the opposite party should return to the call with the second call object based on the second call object recording parameter, considering that the first call object calls the call object of the opposite party before the second call object, a higher priority should be given to the first call object, and a priority should be given to the call with the first call object, therefore, at this time, it is determined whether the first call object call parameter meets the first preset condition again, whether the first call object can perform the suspension processing again, or whether the call with the first call object is finished, if the first call object call parameter meets the first preset condition again or the call with the first call object is finished at this time, the call with the second call object can be returned, and when the call with the first call object is not ended, the call content of the first call object needs to be recorded after the call with the second call object is returned; otherwise, if the call parameter of the first call object does not meet the first preset condition again or the call with the first call object is not ended, the call with the second call object cannot be returned, but the call with the first call object needs to be maintained, and a waiting prompt message is sent to the second call object, where the waiting prompt message may be, for example, "please wait for a moment, return immediately", and so on.
The following are embodiments of the disclosed apparatus that may be used to perform embodiments of the disclosed methods.
Fig. 2 shows a block diagram of a call processing apparatus according to an embodiment of the present disclosure, which may be implemented as part or all of an electronic device by software, hardware, or a combination of the two. As shown in fig. 2, the call processing apparatus includes:
an obtaining module 201 configured to obtain a first call object call parameter;
the triggering module 202 is configured to trigger a call with a second call object when the call parameter of the first call object meets a first preset condition, and record call content of the first call object;
the returning module 203 is configured to acquire a first call object recording parameter, and return a call with the first call object when the first call object recording parameter meets a second preset condition.
As mentioned above, with the development of science and technology, users seek services for various platforms through the channels such as telephone and network, and service providers often communicate with users through the channels such as telephone and network to receive the user's consultation, obtain the user's needs, solve the user's problems, and provide help for the users. However, in practical applications, the communication time between the service provider and the user may be wasted due to the slow speech speed of the user and the overlong told information, which may result in low work efficiency of the service provider.
In view of the above, in this embodiment, a call processing apparatus is proposed that enables the resolution of a call to a call partner by analyzing call parameters of the call partner, making it possible for a service provider to serve two or more call partners simultaneously. The technical scheme can reasonably and fully utilize the working time of the service provider to a great extent, and effectively improve the working efficiency of the service provider.
In one embodiment of the present disclosure, the call processing apparatus may be implemented as a call processing party such as a computer, an electronic device, or a server that performs call processing.
In an embodiment of the present disclosure, the call target refers to a target of a call with another call target such as a service provider. The call object may be, for example, a user or the like, and the other party call object such as the service provider or the like may be, for example, a call robot or the like.
In an embodiment of the present disclosure, the call parameter refers to a parameter for characterizing a certain call, for example, the call parameter may include one or more of the following parameters: speech rate of the call, duration of the content of the call, emotional characteristics of the call, etc. The duration of the call content refers to the duration corresponding to a certain continuously occurring call content during a call, and if the time interval between the ending time of a certain call content and the starting time of the next call content exceeds a preset time interval threshold, the call content can be regarded as the continuously occurring call content; the call emotion characteristics refer to emotion characteristics of the call content obtained by analyzing the call content through emotion analysis, semantic analysis, intention analysis or other technical means.
In an embodiment of the present disclosure, the first preset condition refers to a condition for determining whether a certain call can be decomposed so that the counterpart call partner can simultaneously make a call with two or more call partners. Considering that if a call speed of a certain call party is too slow or a continuous call time is too long, the other call party may temporarily suspend processing of the call party and process other call parties first, and therefore, the first preset condition may include one or more of the following conditions: the speech rate of the call is lower than a preset speech rate threshold, and the duration of the call content is higher than a first preset duration threshold, wherein the preset speech rate threshold and the first preset duration threshold can be set according to the requirements of practical application. In addition, considering that when a call partner is in an emotion such as anger, a call partner of the other party can reply quickly and possibly not bring a favorable call effect, and conversely, a better call effect can be obtained by performing cold processing or slow processing on the call partner, the first preset condition may further include a condition that the call emotion characteristic is a preset call emotion characteristic, and when the call emotion characteristic of a certain call partner is a preset call emotion characteristic such as anger, the processing on the call partner may be temporarily suspended, and other call partners without the call emotion characteristic are processed first, wherein the preset call emotion characteristic is a preset call emotion characteristic suitable for performing call decomposition processing.
In an embodiment of the present disclosure, the recording parameter refers to a parameter for characterizing a certain recording content, for example, the recording parameter may include one or more of the following parameters: recording duration, tone characteristics of the recorded call content, and the like. The tone features of the recorded call content refer to tone features of the recorded call content obtained by analyzing the recorded call content through technical means such as tone analysis, semantic analysis or intention analysis.
In view of the fact that after the counterpart call party is routed to process the second call party, when the first call party has a long recording time or the first call party is judged to have finished speaking the current call he wants, the counterpart call party needs to return to the first call party in time to perform handling and processing. The second preset condition corresponds to the recording parameter, and may include one or more of the following conditions: the recording duration is higher than a second preset duration threshold, and the tone feature of the recorded call content is a preset tone feature, wherein the preset tone feature refers to a preset call tone feature that needs to be processed continuously, and the preset tone feature may be, for example: end, wait for reply, etc.
In the above embodiment, in order to enable an opposite party such as a service provider to serve two or more opposite parties simultaneously, reasonably and fully utilize the working time of the opposite party, and effectively improve the working efficiency of the opposite party, the current call content and the recorded call content need to be analyzed, and when it is determined that the processing of the current call object can be delayed to be switched to the processing of other call objects, or the processing of the initial call object needs to be returned and the processing of other call objects is delayed, the call objects are switched in time. Specifically, firstly, acquiring a call parameter of a first call object; when the conversation parameter of the first conversation object is judged to accord with a first preset condition for transferring to other conversation objects for processing, the conversation with a second conversation object is triggered, and in order to reserve the conversation content of the first conversation object to the maximum extent, the conversation content of the first conversation object which is not processed by people is recorded when transferring to the second conversation object; in order to return to the processing of the first call object in time, when recording the call content of the first call object, the recording parameter of the first call object is also required to be acquired at the same time, and when judging that the recording parameter of the first call object meets a second preset condition for returning to the processing of the first call object, the call with the first call object is returned to be processed.
In an embodiment of the present disclosure, the triggering module 202 may be further configured to:
and performing character recognition on the recorded conversation content of the first conversation object.
In order to enable an opposite party call object to quickly know the call content of a first call object in the process of processing the call of a second call object when the opposite party call object returns to process the call of the first call object, when the call content of the first call object is recorded, the recorded call content of the first call object can be subjected to character recognition, so that the opposite party call object can perform operations such as semantic analysis and the like on the basis of recognized characters in time.
In an embodiment of the present disclosure, the returning module 203 may be further configured to:
and recording the call content of the second call object.
In this embodiment, the return module 203 may be further configured to:
and performing character recognition on the recorded conversation content of the second call object.
Similar to the processing of the first call object, in order to enable the call object of the other party to know the content of the call of the second call object when the call object of the other party returns to process the call of the first call object, so that the call object of the other party can return the call of the second call object in time, or when the call object of the other party returns to process the call of the second call object again, the operation such as processing or semantic analysis can be performed on the basis of the recognized characters in time.
In this embodiment, the obtaining module 201 may be further configured to:
and acquiring the recording parameters of the second call object.
Similar to the processing of the first call object, in order to process the call of the second call object in time, after the call object of the other party returns the call with the first call object, the recording parameter of the second call object needs to be acquired in real time.
That is, in an embodiment of the present disclosure, the returning module 203 may be further configured to:
when the second call object recording parameter meets the second preset condition and the first call object call parameter meets the first preset condition again, returning the call with the second call object or triggering the call with a third call object, and recording the call content of the first call object;
when the recording parameter of the second call object meets the second preset condition and the call of the first call object is ended, returning the call with the second call object or triggering the call with a third call object;
and when the recording parameter of the second call object meets the second preset condition, but the call parameter of the first call object does not meet the first preset condition again or the call with the first call object is not finished, sending a waiting prompt message to the second call object.
In this embodiment, the call state of the opposite party call object is determined according to the current call states of the first call object and the second call object. Specifically, the method comprises the following steps: if the second call object recording parameter meets the second preset condition, that is, when it is determined that the call object of the opposite party should return to the call with the second call object based on the second call object recording parameter, considering that the first call object calls the call object of the opposite party before the second call object, a higher priority should be given to the first call object, and a priority should be given to the call with the first call object, therefore, at this time, it is determined whether the first call object call parameter meets the first preset condition again, whether the first call object can perform the suspension processing again, or whether the call with the first call object is finished, if the first call object call parameter meets the first preset condition again or the call with the first call object is finished at this time, the call with the second call object can be returned, and when the call with the first call object is not ended, the call content of the first call object needs to be recorded after the call with the second call object is returned; otherwise, if the call parameter of the first call object does not meet the first preset condition again or the call with the first call object is not ended, the call with the second call object cannot be returned, but the call with the first call object needs to be maintained, and a waiting prompt message is sent to the second call object, where the waiting prompt message may be, for example, "please wait for a moment, return immediately", and so on.
The present disclosure also discloses an electronic device, fig. 3 shows a block diagram of an electronic device according to an embodiment of the present disclosure, and as shown in fig. 3, the electronic device 300 includes a memory 301 and a processor 302; wherein the content of the first and second substances,
the memory 301 is used to store one or more computer instructions, which are executed by the processor 302 to implement the above-described method steps.
FIG. 4 is a block diagram of a computer system suitable for use in implementing call processing according to one embodiment of the present disclosure.
As shown in fig. 4, the computer system 400 includes a processing unit 401 that can execute various processes in the above-described embodiments according to a program stored in a Read Only Memory (ROM)402 or a program loaded from a storage section 408 into a Random Access Memory (RAM) 403. In the RAM403, various programs and data necessary for the operation of the system 400 are also stored. The processing unit 401, the ROM402, and the RAM403 are connected to each other via a bus 404. An input/output (I/O) interface 405 is also connected to bus 404.
The following components are connected to the I/O interface 405: an input section 406 including a keyboard, a mouse, and the like; an output section 407 including a display device such as a Cathode Ray Tube (CRT), a Liquid Crystal Display (LCD), and the like, and a speaker; a storage section 408 including a hard disk and the like; and a communication section 409 including a network interface card such as a LAN card, a modem, or the like. The communication section 409 performs communication processing via a network such as the internet. A driver 410 is also connected to the I/O interface 405 as needed. A removable medium 411 such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, or the like is mounted on the drive 410 as necessary, so that a computer program read out therefrom is mounted into the storage section 408 as necessary. The processing unit 401 may be implemented as a CPU, a GPU, a TPU, an FPGA, an NPU, or other processing units.
In particular, the above described methods may be implemented as computer software programs, according to embodiments of the present disclosure. For example, embodiments of the present disclosure include a computer program product comprising a computer program tangibly embodied on a medium readable thereby, the computer program comprising program code for performing the call processing method. In such an embodiment, the computer program may be downloaded and installed from a network through the communication section 409, and/or installed from the removable medium 411.
A computer program product is also disclosed in embodiments of the present disclosure, the computer program product comprising computer programs/instructions which, when executed by a processor, implement any of the above method steps.
The flowchart and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present disclosure. In this regard, each block in the flowcharts or block diagrams may represent a module, a program segment, or a portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams and/or flowchart illustration, and combinations of blocks in the block diagrams and/or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.
The units or modules described in the embodiments of the present disclosure may be implemented by software or hardware. The units or modules described may also be provided in a processor, and the names of the units or modules do not in some cases constitute a limitation of the units or modules themselves.
As another aspect, the disclosed embodiment also provides a computer-readable storage medium, which may be the computer-readable storage medium included in the apparatus in the foregoing embodiment; or it may be a separate computer readable storage medium not incorporated into the device. The computer readable storage medium stores one or more programs for use by one or more processors in performing the methods described in the embodiments of the present disclosure.
The foregoing description is only exemplary of the preferred embodiments of the disclosure and is illustrative of the principles of the technology employed. It will be appreciated by those skilled in the art that the scope of the invention in the embodiments of the present disclosure is not limited to the specific combination of the above-mentioned features, but also encompasses other embodiments in which any combination of the above-mentioned features or their equivalents is made without departing from the inventive concept. For example, the above features and (but not limited to) the features with similar functions disclosed in the embodiments of the present disclosure are mutually replaced to form the technical solution.

Claims (10)

1. A call processing method comprises the following steps:
acquiring a first call object call parameter;
when the call parameters of the first call object meet a first preset condition, triggering a call with a second call object, and recording the call content of the first call object;
and acquiring a first call object recording parameter, and returning the call with the first call object when the first call object recording parameter meets a second preset condition.
2. The method of claim 1, wherein the call parameters comprise one or more of: the conversation speed, the duration of conversation content and the emotional characteristics of the conversation; the first preset condition comprises one or more of the following conditions: the conversation speed is lower than a preset speed threshold, the duration of conversation content is higher than a first preset duration threshold, and the conversation emotion characteristic is a preset conversation emotion characteristic.
3. The method according to claim 1 or 2, wherein when the call parameter of the first call object meets a first preset condition, the call with a second call object is triggered, and the call content of the first call object is recorded, further comprising:
and performing character recognition on the recorded conversation content of the first conversation object.
4. A method according to any of claims 1-3, wherein the recording parameters include one or more of the following: recording duration and tone characteristics of recorded call content; the second preset condition comprises one or more of the following conditions: the recording time length is higher than a second preset time length threshold value, and the tone features of the recorded call content are preset tone features.
5. The method according to any one of claims 1 to 4, wherein the obtaining of the first call object recording parameter, and returning the call with the first call object when the first call object recording parameter meets a second preset condition, further comprises:
and recording the call content of the second call object.
6. The method of claim 5, after recording the call content of the second call object, further comprising:
and performing character recognition on the recorded conversation content of the second call object.
7. The method of claim 5 or 6, further comprising:
and acquiring the recording parameters of the second call object.
8. The method of claim 7, further comprising: when the second call object recording parameter meets the second preset condition and the first call object call parameter meets the first preset condition again, returning the call with the second call object or triggering the call with a third call object, and recording the call content of the first call object;
when the recording parameter of the second call object meets the second preset condition and the call of the first call object is ended, returning the call with the second call object or triggering the call with a third call object;
and when the recording parameter of the second call object meets the second preset condition, but the call parameter of the first call object does not meet the first preset condition again or the call with the first call object is not finished, sending a waiting prompt message to the second call object.
9. A call processing apparatus comprising:
the obtaining module is configured to obtain a first call object call parameter;
the triggering module is configured to trigger the call with a second call object when the call parameter of the first call object meets a first preset condition, and record the call content of the first call object;
and the return module is configured to acquire a first call object recording parameter, and return the call with the first call object when the first call object recording parameter meets a second preset condition.
10. The apparatus of claim 9, wherein the call parameters comprise one or more of: the conversation speed, the duration of conversation content and the emotional characteristics of the conversation; the first preset condition comprises one or more of the following conditions: the conversation speed is lower than a preset speed threshold, the duration of conversation content is higher than a first preset duration threshold, and the conversation emotion characteristic is a preset conversation emotion characteristic.
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