CN113535921A - Speech output method, system, electronic device and storage medium for customer service - Google Patents
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Abstract
The invention provides a speech output method, a speech output system, electronic equipment and a storage medium for customer service, wherein the speech output method for customer service comprises the following steps: receiving a text shortcut phrase, wherein the text shortcut phrase is obtained according to inquiry information of a client; matching at least one phone skill from a phone skill database according to the text shortcut phrase, wherein the phone skill database comprises a first mapping and a second mapping; the first mapping comprises a mapping relation between a text shortcut phrase and a complete shortcut phrase; the second mapping comprises a mapping relation between the complete shortcut phrase and the dialect; and sending the matched at least one dialog to the client. The speech output method for customer service of the invention outputs the speech according to the inquiry information of the customer by the speech database with multi-level mapping, thereby improving the efficiency of speech output, and simultaneously, the method can establish a uniform platform database or a customer database established according to the platform database and the historical data of the customer, thereby realizing uniform and standard speech output of the customer service terminal.
Description
Technical Field
The invention relates to the field of data processing, in particular to a speech output method, a speech output system, electronic equipment and a storage medium for customer service.
Background
Enterprise customer service personnel need to communicate a large amount of information with customers in daily work, and for the transmission of a plurality of commonly used communication information (hereinafter referred to as "dialect"), content output deviations which are different from person to person often exist, such as the accuracy, the normalization and the like of the dialect; the staff selects and outputs the dialect, and the administrator needs to take a lot of work energy for the maintenance management, update and release of the dialect content, information sharing with the staff, and the like.
In the prior art, the work load of the administrator on the content maintenance management, the updating and the release of the dialect and the information sharing of the administrator and the staff is large; the speech output of customer service personnel facing the customer is not uniform and standard; the operations such as selection and output of dialogies are inconvenient; therefore, there is a need to develop a speech output method suitable for customer service.
It is to be noted that the information disclosed in the above background section is only for enhancement of understanding of the background of the present invention and therefore may include information that does not constitute prior art known to a person of ordinary skill in the art.
Disclosure of Invention
In view of the problems in the prior art, it is an object of the present invention to provide a method, a system, an electronic device, and a storage medium for outputting a dialog for customer service, which output a dialog according to query information of a customer through a dialog database having multi-level mapping, thereby improving efficiency of the dialog output.
The embodiment of the invention provides a speech output method for customer service, which comprises the following steps:
receiving a text shortcut phrase, wherein the text shortcut phrase is obtained according to inquiry information of a client;
matching at least one phone skill from a phone skill database according to the text shortcut phrase, wherein the phone skill database comprises a first mapping and a second mapping; the first mapping comprises a mapping relation between the text shortcut phrase and a complete shortcut phrase; the second mapping comprises a mapping relation between the complete shortcut phrase and the dialect;
and sending the matched at least one dialog to the client.
According to some examples of the invention, prior to receiving the text shortcut phrase, the speech output method for customer service further comprises:
receiving client inquiry information of a client, wherein the inquiry information is inquiry text information or inquiry voice information, obtaining a plurality of keywords of the inquiry information, and establishing text shortcut phrases associated with the keywords according to the keywords;
when the query message is a query voice message, the method further comprises the following steps:
and converting the inquiry voice information into text information.
According to some examples of the invention, the matching at least one utterance from an utterance database according to the text shortcut phrase comprises:
matching a complete shortcut phrase from the telephone operation database according to the text shortcut phrase;
and matching at least one dialect from the database of dialects according to the complete shortcut phrase.
According to some examples of the invention, prior to said matching at least one phonetics step from a phonetics database based on said textual shortcut phrase, further comprising the step of selecting said phonetics database;
said selecting said surgery database comprising the steps of:
acquiring customer information;
acquiring a corresponding customer database according to the customer information;
judging whether to acquire a customer database;
if yes, the step of matching at least one dialect from a dialect database according to the text shortcut phrase is matching at least one dialect from a client database according to the text shortcut phrase.
According to some examples of the invention, after determining whether to obtain the customer database, the speech output method for customer service further includes:
and if the customer database is not acquired, acquiring a platform database, and matching at least one dialect from a dialect database according to the text shortcut phrase.
According to some examples of the invention, after matching at least one utterance from a customer database according to the text shortcut phrase, the utterance output method for customer service further includes the steps of:
judging whether at least one dialect is matched from a customer database according to the text shortcut phrase;
and if the dialect is not matched from the customer database according to the text shortcut phrase, acquiring a platform database, and matching at least one dialect from the dialect database according to the text shortcut phrase.
According to some examples of the invention, the method for speech output for customer service further comprises the steps of:
acquiring customer information;
obtaining client historical data according to the client information;
acquiring a platform database;
and establishing the customer database according to the historical data and the platform database.
The embodiment of the invention also provides a speech output system for customer service, which is used for realizing the speech output method for customer service and comprises a receiving module, a conversion module, a matching module and an output module, wherein:
the receiving module is used for receiving inquiry information of the client;
the conversion module is used for obtaining a corresponding text shortcut phrase according to the inquiry information;
the matching module is used for matching at least one dialect from a dialect database according to the text shortcut phrase;
the output module is used for sending the matched at least one dialog to the client.
An embodiment of the present invention further provides an electronic device, including:
a processor;
a memory having stored therein executable instructions of the processor;
wherein the processor is configured to perform the steps of the conversational output method for customer service via execution of the executable instructions.
An embodiment of the present invention also provides a computer-readable storage medium storing a program, characterized in that the program, when executed, implements the steps of the speech output method for customer service.
The speech output method for customer service of the invention outputs the speech according to the inquiry information of the customer by the speech database with multi-level mapping, thereby improving the efficiency of speech output, and simultaneously, the method can establish a uniform platform database or a customer database established according to the platform database and the historical data of the customer, thereby realizing uniform and standard speech output of the customer service terminal.
Drawings
Other features, objects, and advantages of the invention will be apparent from the following detailed description of non-limiting embodiments, which proceeds with reference to the accompanying drawings and which is incorporated in and constitutes a part of this specification, illustrating embodiments consistent with the present application and together with the description serve to explain the principles of the application. It is obvious that the drawings in the following description are only some embodiments of the invention, and that for a person skilled in the art, other drawings can be derived from them without inventive effort.
FIG. 1 is a flow chart of a conversational output method for customer service according to an embodiment of the invention;
FIG. 2 is a schematic diagram of a client-side interactive interface according to an embodiment of the present invention;
FIG. 3 is a schematic diagram of a client-side interactive interface according to another embodiment of the present invention;
FIG. 4 is a flow chart of a speech output method for customer service according to another embodiment of the present invention
FIG. 5 is a flow diagram of a conversational output system for customer service according to an embodiment of the invention;
FIG. 6 is a schematic diagram of a speech device for customer service according to an embodiment of the present invention;
fig. 7 is a schematic structural diagram of a computer-readable storage medium according to an embodiment of the present invention.
Detailed Description
Example embodiments will now be described more fully with reference to the accompanying drawings. Example embodiments may, however, be embodied in many different forms and should not be construed as limited to the examples set forth herein; rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the concept of example embodiments to those skilled in the art. The described features, structures, or characteristics may be combined in any suitable manner in one or more embodiments.
Furthermore, the drawings are merely schematic illustrations of the invention and are not necessarily drawn to scale. The same reference numerals in the drawings denote the same or similar parts, and thus their repetitive description will be omitted. Some of the block diagrams shown in the figures are functional entities and do not necessarily correspond to physically or logically separate entities. These functional entities may be implemented in the form of software, or in one or more hardware modules or integrated circuits, or in different networks and/or processor devices and/or microcontroller devices.
An embodiment of the present invention provides a speech output method for customer service, and fig. 1 is a flowchart of a speech output method for customer service according to an embodiment of the present invention; specifically, the speech output method for customer service includes the steps of:
s200: receiving a text shortcut phrase, wherein the text shortcut phrase is obtained according to inquiry information of a client;
s300: matching at least one phone skill from a phone skill database according to the text shortcut phrase, wherein the phone skill database comprises a first mapping and a second mapping; the first mapping comprises a mapping relation between a text shortcut phrase and the complete shortcut phrase; the second mapping comprises a mapping relation between the complete shortcut phrase and the dialect;
s400: and sending the matched at least one dialog to the client.
The speech output method for customer service of the invention outputs the speech according to the inquiry information of the customer by the speech database with multi-level mapping, thereby improving the efficiency of speech output, and meanwhile, the method can establish a uniform platform database or a customer database established according to the platform database and the historical data of the customer, and the customer service end realizes the uniform and standard speech output.
Before the step S200 receives the text shortcut phrase, the method may further include the step S100: receiving inquiry information of a client; at this time, the step S200 may be regarded as obtaining a plurality of keywords of the query information through the received query information of the client, and establishing a text shortcut phrase associated with the plurality of keywords according to the keywords, where if the client queries whether there is a product list, the keywords may be products, lists, etc., the text shortcut phrase may be pinyin initials of the keywords, and when the text shortcut phrase may be pinyin initials of the keywords, the text shortcut phrase may be CP, LB, etc. It should be noted that the query information is query text information or query voice information; when the query message is a query voice message, the method further comprises the following steps: s110: and converting the inquiry voice information into text information. The text shortcut phrase can be determined according to an actual usage scenario. The process of obtaining the text shortcut phrase according to the query information of the client can be automatically completed by the system, or the customer service personnel can input the received query information of the client into the system.
When the client includes the first mapping and the second mapping in the database of dialects, the step S300 of matching at least one dialect from the database of dialects according to the text shortcut phrase may include the steps of:
s310: matching a complete shortcut phrase from the telephone operation database according to the text shortcut phrase;
s320: and matching at least one dialect from the database of dialects according to the complete shortcut phrase.
In some embodiments, an interactive interface may be set at the customer service end, and further, the interactive interface may be an input box invoked by a shortcut key, and the obtained text shortcut phrase may be input into the input box, so as to obtain a complete shortcut phrase matched with the text shortcut phrase, and complete step S310 is completed, as shown in fig. 2. On the basis of obtaining the complete shortcut phrase, the customer service may match at least one utterance from the utterance database according to the complete shortcut phrase, and complete step S320, as shown in fig. 3. Of course, the above steps S200 to S300 may also be automatically executed by a system, in which the middle process is no longer displayed on the interactive interface of the customer service end, and the interactive interface provides a list of multiple dialogues matched from the dialogues database according to the text shortcut phrase. The lists of multiple dialogs are arranged according to the matching degree, and step S400 may be to serve a dialog selected from the lists of multiple dialogs and send the selected dialog to the client, for example, the dialog with the highest matching degree is sent to the client, or to serve a dialog selected from the lists of multiple dialogs and send the selected dialog to the client directly.
It should be noted that the dialect database in step S300 may be a platform database in which the platform obtains mapping relationships between text shortcut phrases and complete shortcut phrases and between complete shortcut phrases and dialects according to historical data of the platform or industry, and meanwhile, the platform system may be updated periodically. For platforms with different customer service teams, after the system updates the platform database, the platform database is stored to a certain address for each customer service team to perform platform database refinement on the customer service end in real time, and the platform database can also be directly sent to the customer service team. The unified and customized platform database enables the customer service end output speech technology to be more unified and standard.
In some embodiments, before the step 300 of matching at least one phonetics step from a phonetics database according to the text shortcut phrase, the method further comprises the step S230 of: selecting the phone operation database;
specifically, as shown in fig. 3, the step S230 of selecting the surgery database includes the steps of:
s231; acquiring customer information;
s232: acquiring a corresponding customer database according to the customer information;
s233: judging whether to acquire a customer database;
if the customer database is obtained, the step of matching at least one dialect from the dialect database according to the text shortcut phrase is matching at least one dialect from the customer database according to the text shortcut phrase S300A.
If the customer database is not acquired, that is, the user is a new customer or a user who does not form a user database, S300B: and acquiring a platform database, and matching at least one dialect from a dialect database according to the text shortcut phrase.
The query field will be different for different clients, the client database can be regarded as a database which the client may query, the client database can be constructed according to the historical data of the user, therefore, the output method of the words for the client service further comprises the following steps:
acquiring customer information;
obtaining client historical data according to the client information;
acquiring a platform database;
and establishing the customer database according to the historical data and the platform database.
In the dialect matching process, the personalized user database is used, so that the efficiency of the dialect matching can be greatly improved, and meanwhile, the accuracy of the dialect matching is also improved. Since the user database is still established according to the platform database, the customer service end output call technology is still unified with the use platform database.
The speech output method for customer service further comprises the following steps:
s234: judging whether at least one dialect is matched from a customer database according to the text shortcut phrase;
if a dialect is not matched from the customer database based on the text shortcut phrase, S300B: and acquiring a platform database, and matching at least one dialect from a dialect database according to the text shortcut phrase.
An embodiment of the present invention further provides a speech output system for customer service, configured to implement the speech output method for customer service, fig. 5 is a flowchart of the speech output system for customer service according to an embodiment of the present invention, and specifically, the speech output system for customer service includes a receiving module M100, a converting module M200, a matching module M300, and an output module M400, where:
the receiving module M100 is configured to receive query information of a client;
the conversion module M200 is configured to obtain a corresponding text shortcut phrase according to the query information;
the matching module M300 is used for matching at least one dialect from a dialect database according to the text shortcut phrase;
the output module M400 is configured to send the matched at least one dialog to the client.
The functional implementation manner of each functional module in the speech output system for customer service of the embodiment can be implemented by adopting the specific implementation manner of each step in the speech output method for customer service. For example, the receiving module M100, the converting module M200, the matching module M300, and the outputting module M400 may respectively adopt the specific implementation manners of the steps S100 to S400 to implement the functions thereof, which is not described herein again. The speech output system for customer service improves the efficiency of speech output and realizes uniform and standard speech output at the customer service end.
An electronic device 600 according to this embodiment of the invention is described below with reference to fig. 6. The electronic device 600 shown in fig. 6 is only an example, and should not bring any limitation to the functions and the scope of use of the embodiments of the present invention.
As shown in fig. 6, the electronic device 600 is embodied in the form of a general purpose computing device. The components of the electronic device 600 may include, but are not limited to: at least one processing unit 610, at least one memory unit 620, a bus 630 connecting the different platform components (including the memory unit 620 and the processing unit 610), a display unit 640, etc.
Wherein the storage unit stores program code which can be executed by the processing unit 610 such that the processing unit 610 performs the steps according to various exemplary embodiments of the present invention as described in the above-mentioned method section of the present specification. For example, processing unit 610 may perform the steps as shown in fig. 1.
The storage unit 620 may include readable media in the form of volatile memory units, such as a random access memory unit (RAM)6201 and/or a cache memory unit 6202, and may further include a read-only memory unit (ROM) 6203.
The memory unit 620 may also include a program/utility 6204 having a set (at least one) of program modules 6205, such program modules 6205 including, but not limited to: an operating system, one or more application programs, other program modules, and program data, each of which, or some combination thereof, may comprise an implementation of a network environment.
The electronic device 600 may also communicate with one or more external devices 700 (e.g., keyboard, pointing device, bluetooth device, etc.), with one or more devices that enable a client to interact with the electronic device 600, and/or with any devices (e.g., router, modem, etc.) that enable the electronic device 600 to communicate with one or more other computing devices. Such communication may occur via an input/output (I/O) interface 650. Also, the electronic device 600 may communicate with one or more networks (e.g., a Local Area Network (LAN), a Wide Area Network (WAN), and/or a public network such as the Internet) via the network adapter 660. The network adapter 660 may communicate with other modules of the electronic device 600 via the bus 630. It should be appreciated that although not shown in the figures, other hardware and/or software modules may be used in conjunction with the electronic device 600, including but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID systems, tape drives, and data backup storage platforms, to name a few.
An embodiment of the present invention further provides a computer-readable storage medium for storing a program, where the program is executed to implement the steps of the speech output method for customer service. In some possible embodiments, the various aspects of the invention may also be implemented in the form of a program product comprising program code means for causing a terminal device to carry out the steps according to the various exemplary embodiments of the invention described in the method part above of this description when said program product is run on the terminal device.
Referring to fig. 7, a program product 800 for implementing the above method according to an embodiment of the present invention is described, which may employ a portable compact disc read only memory (CD-ROM) and include program code, and may be run on a terminal device, such as a personal computer. However, the program product of the present invention is not limited in this regard and, in the present document, a readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device.
The program product may employ any combination of one or more readable media. The readable medium may be a readable signal medium or a readable storage medium. A readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples (a non-exhaustive list) of the readable storage medium include: an electrical connection having one or more wires, a portable disk, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing.
A computer readable storage medium may include a propagated data signal with readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take many forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A readable storage medium may also be any readable medium that is not a readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device. Program code embodied on a readable storage medium may be transmitted using any appropriate medium, including but not limited to wireless, wireline, optical fiber cable, RF, etc., or any suitable combination of the foregoing.
Program code for carrying out operations for aspects of the present invention may be written in any combination of one or more programming languages, including an object oriented programming language such as Java, C + + or the like and conventional procedural programming languages, such as the "C" programming language or similar programming languages. The program code may execute entirely on the client computing device, partly on the client device, as a stand-alone software package, partly on the client computing device and partly on a remote computing device, or entirely on the remote computing device or server. In the case of a remote computing device, the remote computing device may be connected to the client computing device over any kind of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or may be connected to an external computing device (e.g., over the internet using an internet service provider).
In summary, the present invention provides a speech output method, a speech output system, an electronic device and a storage medium for customer service, wherein the speech output method for customer service includes the following steps: receiving a text shortcut phrase, wherein the text shortcut phrase is obtained according to inquiry information of a client; matching at least one phone skill from a phone skill database according to the text shortcut phrase, wherein the phone skill database comprises a first mapping and a second mapping; the first mapping comprises a mapping relation between the text shortcut phrase and the complete shortcut phrase; the second mapping comprises a mapping relation between the complete shortcut phrase and the dialect; and sending the matched at least one dialog to the client. The speech output method for customer service of the invention outputs the speech according to the inquiry information of the customer by the speech database with multi-level mapping, thereby improving the efficiency of speech output, and meanwhile, the method can establish a uniform platform database or a customer database established according to the platform database and the historical data of the customer, and the customer service end realizes the uniform and standard speech output.
The foregoing is a more detailed description of the invention in connection with specific preferred embodiments and it is not intended that the invention be limited to these specific details. It will be evident to those skilled in the art that the present application is not limited to the details of the foregoing illustrative embodiments, and that the present application may be embodied in other specific forms without departing from the spirit or essential attributes thereof. The present embodiments are therefore to be considered in all respects as illustrative and not restrictive, the scope of the application being indicated by the appended claims rather than by the foregoing description, and all changes which come within the meaning and range of equivalency of the claims are therefore intended to be embraced therein. Any reference sign in a claim should not be construed as limiting the claim concerned. Furthermore, it is obvious that the word "comprising" does not exclude other elements or steps, and the singular does not exclude the plural. A plurality of units or means recited in the apparatus claims may also be implemented by one unit or means in software or hardware. The terms first, second, etc. are used to denote names, but not any particular order.
Claims (10)
1. A conversational output method for customer service, comprising the steps of:
receiving a text shortcut phrase, wherein the text shortcut phrase is obtained according to inquiry information of a client;
matching at least one phone skill from a phone skill database according to the text shortcut phrase, wherein the phone skill database comprises a first mapping and a second mapping; the first mapping comprises a mapping relation between the text shortcut phrase and a complete shortcut phrase; the second mapping comprises a mapping relation between the complete shortcut phrase and the dialect;
and sending the matched at least one dialog to the client.
2. The speech output method for customer service according to claim 1, further comprising, before receiving the text shortcut phrase, the steps of:
receiving client inquiry information of a client, wherein the inquiry information is inquiry text information or inquiry voice information, obtaining a plurality of keywords of the inquiry information, and establishing text shortcut phrases associated with the keywords according to the keywords;
when the query message is a query voice message, the method further comprises the following steps:
and converting the inquiry voice information into text information.
3. The phonetics output method for customer service of claim 1 wherein said matching at least one phonetics from a phonetics database based on said text shortcut phrase includes the steps of:
matching a complete shortcut phrase from the telephone operation database according to the text shortcut phrase;
and matching at least one dialect from the database of dialects according to the complete shortcut phrase.
4. The speech output method for customer service according to claim 1, further comprising the step of selecting the speech database prior to the step of matching at least one utterance from a speech database according to the textual shortcut phrase;
said selecting said surgery database comprising the steps of:
acquiring customer information;
acquiring a corresponding customer database according to the customer information;
judging whether to acquire a customer database;
if yes, the step of matching at least one dialect from a dialect database according to the text shortcut phrase is matching at least one dialect from a client database according to the text shortcut phrase.
5. The conversational output method for customer service of claim 4, further comprising, after determining whether to obtain a customer database, the steps of:
and if the customer database is not acquired, acquiring a platform database, and matching at least one dialect from a dialect database according to the text shortcut phrase.
6. The speech output method for customer service according to claim 4, wherein after matching at least one utterance from a customer database based on the text shortcut phrase, further comprising the steps of:
judging whether at least one dialect is matched from a customer database according to the text shortcut phrase;
and if the dialect is not matched from the customer database according to the text shortcut phrase, acquiring a platform database, and matching at least one dialect from the dialect database according to the text shortcut phrase.
7. The conversational output method for customer service of claim 4, further comprising the steps of:
acquiring customer information;
obtaining client historical data according to the client information;
acquiring a platform database;
and establishing the customer database according to the customer historical data and the platform database.
8. A speech output system for customer service, for implementing the speech output method for customer service according to any one of claims 1 to 7, comprising a receiving module, a converting module, a matching module and an output module, wherein:
the receiving module is used for receiving inquiry information of the client;
the conversion module is used for obtaining a corresponding text shortcut phrase according to the inquiry information;
the matching module is used for matching at least one dialect from a dialect database according to the text shortcut phrase;
the output module is used for sending the matched at least one dialog to the client.
9. An electronic device, comprising:
a processor;
a memory having stored therein executable instructions of the processor;
wherein the processor is configured to perform the steps of the conversational output method for customer service of any of claims 1-7 via execution of the executable instructions.
10. A computer-readable storage medium storing a program which, when executed by a processor, performs the steps of the conversational output method for customer service of any of claims 1 to 7.
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