CN114493513B - Voice processing-based hotel management method and device and electronic equipment - Google Patents
Voice processing-based hotel management method and device and electronic equipment Download PDFInfo
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- CN114493513B CN114493513B CN202210041667.0A CN202210041667A CN114493513B CN 114493513 B CN114493513 B CN 114493513B CN 202210041667 A CN202210041667 A CN 202210041667A CN 114493513 B CN114493513 B CN 114493513B
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/10—Office automation; Time management
- G06Q10/103—Workflow collaboration or project management
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q50/00—Systems or methods specially adapted for specific business sectors, e.g. utilities or tourism
- G06Q50/10—Services
- G06Q50/12—Hotels or restaurants
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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
- G10L15/00—Speech recognition
- G10L15/06—Creation of reference templates; Training of speech recognition systems, e.g. adaptation to the characteristics of the speaker's voice
- G10L15/063—Training
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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
- G10L15/00—Speech recognition
- G10L15/06—Creation of reference templates; Training of speech recognition systems, e.g. adaptation to the characteristics of the speaker's voice
- G10L15/063—Training
- G10L2015/0631—Creating reference templates; Clustering
Abstract
An embodiment of the present specification provides a hotel management method based on voice processing, which customizes an exclusive service process for each demand party by combining a standard service process, associates the exclusive service process with each demand party, and each exclusive service process has a plurality of modularized processes, including: the hotel booking and returning, the business consultation, the robot voice conversation and the conversation result feedback, the hotel of each demand party executes the corresponding exclusive business process to carry out conversation interaction with the user, the voice of the user is obtained to carry out semantic recognition, the hotel booking and returning confirmation, the business consultation and the conversation result feedback to the foreground are carried out according to the semantic recognition result. By utilizing the mode of automatically executing the exclusive business process, the dependence of manual operation is avoided, and the individual requirements of different hotels are considered, so that the management difficulty of the hotels is reduced.
Description
Technical Field
The application relates to the field of computers, in particular to a hotel management method and device based on voice processing and electronic equipment.
Background
The hotel reception desk has a large amount of items such as task telephone answering and forwarding, consultation telephone answering and telephone dialing confirmation for guests every day, and the standard daily repetitive work occupies more working time of the reception desk, and particularly at the present that the hotel pursues extremely low cost compared with a human room, the staff in the reception desk is in a mess in a peak period, the core essence of the hotel as a service industry is reduced, and different hotels or hotels of different brands of the same group have different service modes and standards, so that the hotel management difficulty is very high.
Therefore, there is a need to provide a new method to reduce the difficulty of hotel management.
Disclosure of Invention
The embodiment of the specification provides a hotel management method and device based on voice processing and electronic equipment, and aims to reduce the difficulty of hotel management.
An embodiment of the present specification further provides a hotel management method based on voice processing, including:
the method is characterized in that a special business flow is customized for each demand party by combining with a standard business flow, and is associated with each demand party, each special business flow is provided with a plurality of modularized flows, and the method comprises the following steps: hotel reservation and check-out, service consultation, robot voice conversation and conversation result feedback;
executing the special service flow to carry out dialogue interaction with the user, acquiring the voice of the user to carry out semantic recognition, and confirming hotel reservation and check-out according to a semantic recognition result, carrying out service consultation and feeding back a dialogue result to the foreground.
Optionally, the customizing an exclusive service flow for each demand party in combination with the standard service flow includes:
creating a business process with a personalized mark, scanning the business process information, and replacing the marked business content of the personalized mark with a variable;
and collecting the personalized service content of each demand party, and assigning values to corresponding variables to generate the exclusive service flow of each demand party.
Optionally, the method further comprises:
and dividing the demand parties according to the areas to which the hotels belong and the hotel levels.
Optionally, the collecting personalized parameters of each demand side includes:
and acquiring historical dialogue voice, extracting semantics for clustering, and extracting service content in a clustering result.
Optionally, the method further comprises:
and adjusting the robot voice conversation rule according to the member grade and the source of the reserved event information.
Optionally, the executing the dedicated service flow performs a dialogue interaction with a user, including:
and executing a corresponding automatic triggering instruction, and triggering to carry out conversation interaction with the user at a corresponding moment according to the hotel order information.
Optionally, the method further comprises:
recognizing a user leaving event, and feeding back user leaving information to a foreground;
and identifying the target accent characteristics, and if the target accent characteristics are identified, switching the conversation line to a foreground manual service line.
An embodiment of the present specification further provides a hotel management device based on voice processing, including:
the flow customization module is used for customizing an exclusive service flow for each demand side by combining a standard service flow and associating the exclusive service flow with each demand side, wherein each exclusive service flow is provided with a plurality of modularized flows, and the flow customization module comprises: hotel reservation and check-out, business consultation, robot voice conversation and conversation result feedback;
and the execution module executes the special service flow to carry out conversation interaction with the user, acquires the voice of the user for semantic recognition, confirms hotel reservation and check-out according to a semantic recognition result, carries out service consultation and feeds back a conversation result to the foreground.
An embodiment of the present specification further provides an electronic device, where the electronic device includes:
a processor; and a memory storing a computer executable program which, when executed, causes the processor to perform any of the methods described above.
The present specification also provides a computer readable storage medium, wherein the computer readable storage medium stores one or more programs which, when executed by a processor, implement any of the above methods.
In the various technical solutions provided in the embodiments of the present specification, an exclusive service flow is customized for each demand party by combining a standard service flow, and the exclusive service flow is associated with each demand party, and each exclusive service flow has a plurality of modularized flows, including: the hotel booking and returning, the business consultation, the robot voice conversation and the conversation result feedback, the hotel of each demand party executes the corresponding exclusive business process to carry out conversation interaction with the user, the voice of the user is obtained to carry out semantic recognition, the hotel booking and returning confirmation, the business consultation and the conversation result feedback to the foreground are carried out according to the semantic recognition result. By utilizing the mode of automatically executing the exclusive business process, the dependence of manual operation is avoided, and the individual requirements of different hotels are considered, so that the management difficulty of the hotels is reduced.
Drawings
The accompanying drawings, which are included to provide a further understanding of the application and are incorporated in and constitute a part of this application, illustrate embodiment(s) of the application and together with the description serve to explain the application and not to limit the application. In the drawings:
figure 1 is a schematic diagram illustrating a schematic diagram of a method for managing hotels based on voice processing according to an embodiment of the present disclosure;
figure 2 is a schematic structural diagram of a hotel management apparatus based on voice processing according to an embodiment of the present disclosure;
fig. 3 is a schematic structural diagram of an electronic device provided in an embodiment of the present disclosure;
fig. 4 is a schematic diagram of a computer-readable medium provided in an embodiment of the present specification.
Detailed Description
Exemplary embodiments of the present invention will now be described more fully with reference to the accompanying drawings. The exemplary embodiments, however, may be embodied in many different forms and should not be construed as limited to the embodiments set forth herein. Rather, these exemplary embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the concept of the invention to those skilled in the art. The same reference numerals denote the same or similar elements, components, or parts in the drawings, and thus their repetitive description will be omitted.
Features, structures, characteristics or other details described in a particular embodiment do not preclude the fact that the features, structures, characteristics or other details may be combined in a suitable manner in one or more other embodiments in accordance with the technical idea of the invention.
In describing particular embodiments, the present invention has been described with reference to features, structures, characteristics or other details that are within the purview of one skilled in the art to provide a thorough understanding of the embodiments. One skilled in the relevant art will recognize, however, that the invention may be practiced without one or more of the specific features, structures, characteristics, or other details.
The flow charts shown in the drawings are merely illustrative and do not necessarily include all of the contents and operations/steps, nor do they necessarily have to be performed in the order described. For example, some operations/steps may be decomposed, and some operations/steps may be combined or partially combined, so that the actual execution sequence may be changed according to the actual situation.
The block diagrams shown in the figures are functional entities only and do not necessarily correspond to physically separate entities. I.e. 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 means and/or microcontroller means.
The term "and/or" and/or "includes all combinations of any one or more of the associated listed items.
Fig. 1 is a schematic diagram of a speech processing based hotel management method provided in an embodiment of the present specification, where the method may include:
s101: the method includes the steps of customizing an exclusive service flow for each demand party in combination with a standard service flow, associating the exclusive service flow with each demand party, wherein each exclusive service flow has a plurality of modularized flows, and the method can include the following steps: hotel booking and returning, business consultation, robot voice conversation and conversation result feedback.
Therefore, the functions of automatic dialing of the confirmed call of the guest, automatic recording of result feedback, automatic reply of the consultation of the guest and automatic transfer are realized by combining the voice AI capability with the voice communication and the standard operation management process and the voice technology of the hotel, and the personalized requirements can be considered on the premise of being compatible with various service process standards; a great deal of personalized requirements exist in the transfer processing after the compatible result feedback, a question-answer library can be continuously maintained so as to conform to the changeable consultation of the resident, and the business flow can be customized according to the hotel communication and the network environment difference.
The standard business process refers to a general business process, and personalized requirements are hardly considered, but a personalized exclusive business process can be formulated according to the standard business process.
S102: and executing the exclusive service flow to carry out dialogue interaction with the user, acquiring the voice of the user for semantic recognition, and carrying out confirmation of hotel reservation and room returning, service consultation and dialogue result feedback to the foreground according to the semantic recognition result.
By combining with a standard business process to customize an exclusive business process for each demand side and associating the exclusive business process with each demand side, each exclusive business process has a plurality of modularized processes, which may include: the hotel booking and returning, the business consultation, the robot voice conversation and the conversation result feedback, the hotel of each demand party executes the corresponding exclusive business process to carry out conversation interaction with the user, the voice of the user is obtained to carry out semantic recognition, the hotel booking and returning confirmation, the business consultation and the conversation result feedback to the foreground are carried out according to the semantic recognition result. By utilizing the mode of automatically executing the exclusive business process, the dependence of manual operation is avoided, and the individual requirements of different hotels are considered, so that the management difficulty of the hotels is reduced.
The exclusive service flows can realize the following functions of obtaining the voice of the user for semantic recognition, confirming hotel reservation and room returning according to the semantic recognition result, consulting the service and feeding back the conversation result to the foreground.
The specific content parameters of different exclusive service flows may differ, which may be customized according to the individualization of different hotels, and will not be elaborated herein.
In an embodiment of the present specification, the customizing, for each demand party, an exclusive service flow in combination with the standard service flow may include:
creating a business process with a personalized mark, scanning the business process information, and replacing the marked business content of the personalized mark with a variable;
and collecting the personalized service content of each demand party, and assigning values to corresponding variables to generate the exclusive service flow of each demand party.
The personalized service content may be semantic content, dialect preference content, and the like, which are not described in detail herein.
In the embodiment of the present specification, the method may further include:
and dividing the demand parties according to the areas to which the hotels belong and the hotel levels.
In an embodiment of this specification, the collecting personalized parameters of each demand side may include:
and acquiring historical dialogue voice, extracting semantics for clustering, and extracting service content in a clustering result.
Potential categories of personalized parameters can be mined through clustering, so that effective business content is mined.
The service content refers to the provided service content, such as dialogs in the robot voice conversation process provided by the hotel, and not the recorded result after the service is executed.
In the embodiment of the present specification, the method may further include:
and adjusting the robot voice conversation rule according to the member grade and the source of the reserved event information.
In an embodiment of the present specification, the executing the dedicated service flow to perform a dialogue interaction with a user may include:
and executing a corresponding automatic triggering instruction, and triggering to carry out conversation interaction with the user at a corresponding moment according to the hotel order information.
In the embodiment of the present specification, the method may further include:
recognizing a user leaving event, and feeding back user leaving information to a foreground;
and identifying the target accent characteristics, and if the target accent characteristics are identified, switching the conversation line to a foreground manual service line.
In specific implementation, rules of each link of the operation flow can be combed, for example, hotel reservation and check-out confirmation rules (the current day should stay in the store but still cannot stay at the appointed time), and the rules can be formulated according to member level and reservation source.
The rules can be processed in a modularized classification mode, trigger condition rules, dialing mode rules, dialing tactics rules and result feedback mode rules are set.
Wherein the trigger condition may be a time when the voice AI automatic dialing is initiated. May be determined by conditions such as order status, subscription information, etc.
The dialing mode may refer to the number selection (usually a reserved fixed telephone or mobile phone number) and the dialing time rule for initiating dialing to the subscriber.
Dialing a phone call may refer to passing different phone calls for different order information. A conversational template is typically employed.
The result feedback mode may refer to feedback that the voice AI automatically recognizes the subscriber, and feeds the result back to 1 or more designated systems and receiving personnel.
Wherein, to the unable discernment of pronunciation AI that leads to because accent or other unknown reasons dial, the system can automatic switch over to the proscenium and carry out manual service.
The flow rules are classified in a modularization mode, and the individualized requirements of each hotel can be met by adding parameter variables.
In the embodiments of the present specification,
the trigger condition may be determined based on the status of the check-in ticket and the information of the check-in ticket.
The dialing mode may include prioritizing the numbers dialed by the dwellers (typically a room phone or a tenant phone number) and may also include a dialing times rule.
Dialogs may refer to different dialogs delivered for different immigration tickets.
The result feedback mode may be feedback that the voice AI automatically recognizes the resident and feeds the result back to 1 or more designated systems and receiving personnel.
When the method is applied, the voice AI can be used for confirming the time when the resident leaves the store (the resident should leave the store on the day, but still does not leave the store before the appointed time), and the result is fed back to the foreground, so that the turnover rate of the room is increased, and the economic benefit of the unit is improved.
Fig. 2 is a schematic structural diagram of a hotel management apparatus based on voice processing according to an embodiment of the present disclosure, where the apparatus may include:
the flow customizing module 201, combining the standard business flow to customize the exclusive business flow for each demand side, and associating the exclusive business flow with each demand side, each exclusive business flow has a plurality of modularized flows, including: hotel reservation and check-out, service consultation, robot voice conversation and conversation result feedback;
and the execution module 202 is used for executing the special service flow to carry out conversation interaction with the user, acquiring the voice of the user for semantic recognition, confirming hotel reservation and check-out according to a semantic recognition result, carrying out service consultation and feeding back a conversation result to the foreground.
The device customizes exclusive business process for each demand side by combining standard business process, and associates the exclusive business process with each demand side, each exclusive business process has a plurality of modularized processes, including: hotel reservation and check-out, service consultation, robot voice conversation and conversation result feedback, wherein the hotel of each demand party executes a corresponding exclusive service flow to carry out conversation interaction with a user, obtains the voice of the user to carry out semantic recognition, confirms hotel reservation and check-out according to the semantic recognition result, carries out service consultation and feeds back a conversation result to a previous station. By utilizing the mode of automatically executing the exclusive business process, the dependence of manual operation is avoided, and the individual requirements of different hotels are considered, so that the management difficulty of the hotels is reduced.
Based on the same inventive concept, the embodiment of the specification further provides the electronic equipment.
In the following, embodiments of the electronic device of the present invention are described, which may be regarded as specific physical implementations for the above-described embodiments of the method and apparatus of the present invention. Details described in the embodiments of the electronic device of the invention should be considered supplementary to the embodiments of the method or apparatus described above; for details which are not disclosed in embodiments of the electronic device of the invention, reference may be made to the above-described embodiments of the method or the apparatus.
Fig. 3 is a schematic structural diagram of an electronic device provided in an embodiment of the present disclosure. An electronic device 300 according to this embodiment of the invention is described below with reference to fig. 3. The electronic device 300 shown in fig. 3 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. 3, electronic device 300 is embodied in the form of a general purpose computing device. The components of electronic device 300 may include, but are not limited to: at least one processing unit 310, at least one memory unit 320, a bus 330 connecting the various system components (including the memory unit 320 and the processing unit 310), a display unit 340, and the like.
Wherein the storage unit stores program code executable by the processing unit 310 to cause the processing unit 310 to perform the steps according to various exemplary embodiments of the present invention described in the above-mentioned processing method section of the present specification. For example, the processing unit 310 may perform the steps shown in fig. 1.
The storage unit 320 may include readable media in the form of volatile storage units, such as a random access memory unit (RAM) 3201 and/or a cache storage unit 3202, and may further include a read only memory unit (ROM) 3203.
The storage unit 320 may also include a program/utility 3204 having a set (at least one) of program modules 3205, such program modules 3205 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 300 may also communicate with one or more external devices 400 (e.g., keyboard, pointing device, bluetooth device, etc.), with one or more devices that enable a user to interact with the electronic device 300, and/or with any devices (e.g., router, modem, etc.) that enable the electronic device 300 to communicate with one or more other computing devices. Such communication may occur via an input/output (I/O) interface 350. Also, electronic device 300 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 network adapter 360. Network adapter 360 may communicate with other modules of electronic device 300 via bus 330. It should be appreciated that although not shown in FIG. 3, other hardware and/or software modules may be used in conjunction with electronic device 300, including but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID systems, tape drives, and data backup storage systems, among others.
Through the above description of the embodiments, those skilled in the art will readily understand that the exemplary embodiments of the present invention described herein may be implemented by software, or by software in combination with necessary hardware. Therefore, the technical solution according to the embodiment of the present invention can be embodied in the form of a software product, which can be stored in a computer-readable storage medium (which can be a CD-ROM, a usb disk, a removable hard disk, etc.) or on a network, and includes several instructions to make a computing device (which can be a personal computer, a server, or a network device, etc.) execute the above-mentioned method according to the present invention. The computer program, when executed by a data processing apparatus, enables the computer readable medium to implement the above-described method of the invention, namely: such as the method shown in fig. 1.
Fig. 4 is a schematic diagram of a computer-readable medium provided in an embodiment of the present specification.
A computer program implementing the method shown in fig. 1 may be stored on one or more computer readable media. The computer 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.
The 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 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 user's computing device, partly on the user's device, as a stand-alone software package, partly on the user's 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 user computing device through 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., through the internet using an internet service provider).
In summary, the invention may be implemented in hardware, or in software modules running on one or more processors, or in a combination thereof. Those skilled in the art will appreciate that some or all of the functionality of some or all of the components in embodiments consistent with the present invention may be implemented in practice using a general purpose data processing device such as a microprocessor or a Digital Signal Processor (DSP). The present invention may also be embodied as apparatus or device programs (e.g., computer programs and computer program products) for performing a portion or all of the methods described herein. Such programs implementing the present invention may be stored on computer-readable media or may be in the form of one or more signals. Such a signal may be downloaded from an internet website or provided on a carrier signal or in any other form.
While the foregoing detailed description has described in detail certain embodiments of the invention with reference to certain specific aspects, embodiments and advantages thereof, it should be understood that the invention is not limited to any particular computer, virtual machine, or electronic device, as various general purpose machines may implement the invention. The invention is not to be considered as limited to the specific embodiments thereof, but is to be understood as being modified in all respects, all changes and equivalents that come within the spirit and scope of the invention.
The embodiments in the present specification are described in a progressive manner, and the same and similar parts among the embodiments are referred to each other, and each embodiment focuses on the differences from the other embodiments.
The above description is only an example of the present application and is not intended to limit the present application. Various modifications and changes may occur to those skilled in the art. Any modification, equivalent replacement, improvement, etc. made within the spirit and principle of the present application should be included in the scope of the claims of the present application.
Claims (8)
1. A hotel management method based on voice processing is characterized by comprising the following steps:
determining rules of a business process, modularizing and classifying the rules, and setting triggering condition rules, dialing mode rules, dialing dialect rules and result feedback mode rules, wherein the triggering conditions comprise automatic dialing initiation time, and the dialing mode comprises number selection and dialing frequency rules for initiating dialing for a user;
creating a service process with a personalized mark in combination with a standard service process, scanning service process information of the personalized mark, and replacing service contents marked by the personalized mark with variables;
dividing demand parties according to areas to which the hotel belongs and hotel levels, collecting personalized service content of each demand party, assigning values to corresponding variables to generate exclusive service flows of each demand party, wherein the personalized service content comprises semantic content and dialect preference content, and associates the exclusive service flows with each demand party, and each exclusive service flow has a plurality of modularized flows, and the method comprises the following steps: confirming hotel reservation and room returning, consulting business, and performing robot voice conversation and conversation result feedback;
and the hotels of all demand parties execute corresponding exclusive service flows to carry out conversation interaction with the users, obtain the voice of the users to carry out semantic recognition, confirm hotel reservation and room returning according to semantic recognition results, carry out service consultation and feed back conversation results to the foreground.
2. The method of claim 1, wherein collecting personalization parameters for each of the requesting parties comprises:
and acquiring historical dialogue voices, extracting semantics for clustering, and extracting service contents in clustering results.
3. The method of claim 1, further comprising:
and adjusting the robot voice conversation rule according to the member grade and the source of the reserved event information.
4. The method of claim 1, wherein the hotel of each of the requesting parties performs a corresponding dedicated business process for interactive interaction with the user, comprising:
and executing a corresponding automatic triggering instruction, and triggering to carry out conversation interaction with the user at a corresponding moment according to the hotel order information.
5. The method of claim 1, further comprising:
recognizing a user leaving event, and feeding back user leaving information to a foreground;
and identifying the target accent characteristics, and if the target accent characteristics are identified, switching the conversation line to a foreground manual service line.
6. A hotel management device based on voice processing, comprising:
the flow customizing module is used for determining rules of a business flow, modularly classifying the rules, and setting a triggering condition rule, a dialing mode rule, a dialing tactical rule and a result feedback mode rule, wherein the triggering condition comprises the time of initiating automatic dialing, and the dialing mode comprises the number selection and dialing frequency rule of initiating dialing for a user;
creating a service flow with a personalized mark by combining a standard service flow, scanning service flow information of the personalized mark, and replacing service contents marked by the personalized mark with variables;
dividing demand parties according to areas to which the hotel belongs and hotel levels, collecting personalized service content of each demand party, assigning values to corresponding variables to generate exclusive service flows of each demand party, wherein the personalized service content comprises semantic content and dialect preference content, and associates the exclusive service flows with each demand party, and each exclusive service flow has a plurality of modularized flows, and the method comprises the following steps: confirming hotel reservation and room returning, consulting business, and performing robot voice conversation and conversation result feedback;
and the execution module is used for carrying out the corresponding exclusive business flow by the hotel of each demand party to carry out conversation interaction with the user, acquiring the voice of the user to carry out semantic recognition, confirming hotel reservation and room returning according to the semantic recognition result, carrying out business consultation and feeding back the conversation result to the foreground.
7. An electronic device, wherein the electronic device comprises:
a processor; and a memory storing a computer executable program, which when executed causes the processor to perform the method of any one of claims 1-5.
8. A computer readable storage medium, wherein the computer readable storage medium stores one or more programs which, when executed by a processor, implement the method of any of claims 1-5.
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN110442701A (en) * | 2019-08-15 | 2019-11-12 | 苏州思必驰信息科技有限公司 | Voice dialogue processing method and device |
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