CN116320164A - Call center service receipt creation method, device, equipment and storage medium - Google Patents
Call center service receipt creation method, device, equipment and storage medium Download PDFInfo
- Publication number
- CN116320164A CN116320164A CN202211547243.8A CN202211547243A CN116320164A CN 116320164 A CN116320164 A CN 116320164A CN 202211547243 A CN202211547243 A CN 202211547243A CN 116320164 A CN116320164 A CN 116320164A
- Authority
- CN
- China
- Prior art keywords
- service
- ivr
- target user
- intention
- call
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
- 238000000034 method Methods 0.000 title claims abstract description 52
- 238000013507 mapping Methods 0.000 claims abstract description 23
- 230000011218 segmentation Effects 0.000 claims abstract description 12
- 230000006399 behavior Effects 0.000 claims description 54
- 239000013598 vector Substances 0.000 claims description 44
- 230000015654 memory Effects 0.000 claims description 29
- 238000004590 computer program Methods 0.000 claims description 18
- 239000011159 matrix material Substances 0.000 claims description 12
- 239000003795 chemical substances by application Substances 0.000 claims description 6
- 230000004048 modification Effects 0.000 claims description 5
- 238000012986 modification Methods 0.000 claims description 5
- 238000012790 confirmation Methods 0.000 claims description 3
- 238000004891 communication Methods 0.000 abstract description 11
- 238000012545 processing Methods 0.000 abstract description 8
- 238000010586 diagram Methods 0.000 description 10
- 230000006870 function Effects 0.000 description 10
- 238000005516 engineering process Methods 0.000 description 5
- 230000003993 interaction Effects 0.000 description 5
- 230000007246 mechanism Effects 0.000 description 5
- 230000008569 process Effects 0.000 description 5
- 230000003287 optical effect Effects 0.000 description 4
- 230000002452 interceptive effect Effects 0.000 description 3
- 230000004044 response Effects 0.000 description 3
- 230000005540 biological transmission Effects 0.000 description 2
- 238000004422 calculation algorithm Methods 0.000 description 2
- 238000004364 calculation method Methods 0.000 description 2
- 235000014510 cooky Nutrition 0.000 description 2
- 239000000463 material Substances 0.000 description 2
- 238000010606 normalization Methods 0.000 description 2
- 238000004458 analytical method Methods 0.000 description 1
- 238000012550 audit Methods 0.000 description 1
- 230000008859 change Effects 0.000 description 1
- 230000000694 effects Effects 0.000 description 1
- 239000011521 glass Substances 0.000 description 1
- 230000014759 maintenance of location Effects 0.000 description 1
- 238000004519 manufacturing process Methods 0.000 description 1
- 230000005055 memory storage Effects 0.000 description 1
- 230000000750 progressive effect Effects 0.000 description 1
- 238000012163 sequencing technique Methods 0.000 description 1
- 230000003068 static effect Effects 0.000 description 1
- 238000006467 substitution reaction Methods 0.000 description 1
Images
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5175—Call or contact centers supervision arrangements
-
- Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
- Y02—TECHNOLOGIES OR APPLICATIONS FOR MITIGATION OR ADAPTATION AGAINST CLIMATE CHANGE
- Y02D—CLIMATE CHANGE MITIGATION TECHNOLOGIES IN INFORMATION AND COMMUNICATION TECHNOLOGIES [ICT], I.E. INFORMATION AND COMMUNICATION TECHNOLOGIES AIMING AT THE REDUCTION OF THEIR OWN ENERGY USE
- Y02D10/00—Energy efficient computing, e.g. low power processors, power management or thermal management
Abstract
The specification relates to the field of voice communication data processing, and provides a call center service receipt creation method, a device, equipment and a storage medium, wherein the method comprises the following steps: collecting IVR track of a target user when a telephone traffic platform carries out voice conversation with the target user, and obtaining service state data of the target user; after the telephone traffic platform and the target user finish the voice session, identifying the calling intention of the target user according to the IVR track and the service state data; extracting keywords which can represent the call intention from the call intention; inquiring a mapping relation table of the word segmentation library and the service attendant labels according to the keywords so as to determine the service attendant labels corresponding to the keywords; and generating a service small statement based on the keyword and the corresponding service person label. The embodiment of the specification can improve the creation efficiency and the content accuracy of the call center service receipt, and save the labor cost.
Description
Technical Field
The present disclosure relates to the field of voice communication data processing technologies, and in particular, to a method, an apparatus, a device, and a storage medium for creating a call center service receipt.
Background
Currently, a Call Center (Call Center) service receipt is usually recorded manually by a first-line seat personnel after an incoming Call is answered. However, since the call center handles incoming calls for a large number of subscribers each day. The manual creation of the service receipt is low in efficiency and is easy to cause the problems of misinterpretation or omission of the call intention.
Disclosure of Invention
An object of the embodiments of the present disclosure is to provide a method, an apparatus, a device, and a storage medium for creating a call center service receipt, so as to improve efficiency of creating the call center service receipt and accuracy of content, and save labor cost.
In order to achieve the above object, in one aspect, an embodiment of the present disclosure provides a method for creating a call center service widget, including:
collecting IVR track of a target user when a telephone traffic platform carries out voice conversation with the target user, and obtaining service state data of the target user;
after the telephone traffic platform and the target user finish the voice session, identifying the calling intention of the target user according to the IVR track and the service state data;
extracting keywords which can represent the call intention from the call intention;
inquiring a mapping relation table of the word segmentation library and the service attendant labels according to the keywords so as to determine the service attendant labels corresponding to the keywords;
and generating a service small statement based on the keyword and the corresponding service person label.
The method for creating a service receipt in a call center according to the embodiment of the present invention further includes, after generating the service receipt based on the keyword and the corresponding service person tag:
pushing the service receipt to target seat personnel for confirmation or modification; the target agent personnel are agent personnel participating in the voice conversation in the telephone traffic platform.
In the method for creating the call center service receipt according to the embodiment of the present disclosure, the identifying the call intention of the target user according to the IVR track and the service status data includes:
the IVR track and the service state data are used as corresponding user behavior state vectors of the target user in the voice session;
determining the similarity between the user behavior state vector and each user behavior state vector in the user behavior state matrix respectively to obtain a similarity set; the user behavior state matrix comprises user behavior state vectors corresponding to the recognized calling intention of the full number of users;
determining a target vector in the user behavior state matrix according to the similarity set; the target vector is a user behavior state vector with highest similarity with a user behavior state vector corresponding to the target user in the voice session;
and taking the calling intention corresponding to the target vector as the calling intention of the target user in the voice conversation.
The method for creating the call center service receipt according to the embodiment of the present invention further includes, before identifying the call intention of the target user according to the IVR track and the service status data:
according to the formula
Normalizing the IVR track;
wherein x is i The parameter value of the ith parameter in the IVR track, y i Normalized parameter value, x, which is the parameter value of the ith parameter in the IVR trace min For the maximum value of the ith parameter in the specified data range, x max X within the specified data range for the ith parameter i Is a maximum value of (a).
The method for creating the call center service receipt according to the embodiment of the present invention further includes, before identifying the call intention of the target user according to the IVR track and the service status data:
according to the formula
Normalizing the IVR track;
wherein x is i The parameter value of the ith parameter in the IVR track, y i Normalized parameter value, x, which is the parameter value of the ith parameter in the IVR trace min For the maximum value of the ith parameter in the specified data range, x max X within the specified data range for the ith parameter i A and b are preset constants, and a and b satisfy
In the method for creating a call center service receipt according to the embodiment of the present disclosure, the step of querying a mapping relationship table between a word bank and a service attendant tag according to the keyword to determine the service attendant tag corresponding to the keyword includes:
and inquiring a mapping relation table of the word bank and the service attendant labels according to a recursive inquiry mode by taking the keywords as input so as to determine the service attendant labels corresponding to the keywords.
On the other hand, the embodiment of the specification also provides a call center service small form creation device, which comprises:
the data acquisition module is used for acquiring the IVR track of the target user when the telephone traffic platform carries out voice conversation with the target user and acquiring service state data of the target user;
the intention recognition module is used for recognizing the calling intention of the target user according to the IVR track and the service state data after the telephone traffic platform and the target user finish the voice session;
the intention word segmentation module is used for extracting keywords which can represent the call intention in the call intention;
the label mapping module is used for inquiring the word segmentation library and the service attendant label mapping relation table according to the keywords so as to determine the service attendant label corresponding to the keywords;
and the summary generation module is used for generating a service summary list based on the keywords and the corresponding service person labels.
In another aspect, embodiments of the present disclosure further provide a computer device including a memory, a processor, and a computer program stored on the memory, which when executed by the processor, performs the instructions of the above method.
In another aspect, embodiments of the present disclosure also provide a computer storage medium having stored thereon a computer program which, when executed by a processor of a computer device, performs instructions of the above method.
In another aspect, the present description embodiment also provides a computer program product comprising a computer program which, when executed by a processor of a computer device, performs the instructions of the above method.
According to the technical scheme provided by the embodiment of the specification, the embodiment of the specification automatically identifies the call intention of the user based on the IVR track and the service state, queries the keyword library and the service attendant label mapping relation table based on keywords which can represent the call intention in the call intention, thereby determining the service attendant labels corresponding to the keywords, and finally automatically generates the service statement based on the keywords and the corresponding service attendant labels, thereby realizing the automatic creation of the service statement without manually creating the service statement by first-line seat personnel on the telephone traffic platform side, improving the creation efficiency and content accuracy of the service statement of the call center and saving labor cost.
Drawings
In order to more clearly illustrate the embodiments of the present description or the technical solutions in the prior art, the drawings that are required in the embodiments or the description of the prior art will be briefly described below, it being obvious that the drawings in the following description are only some of the embodiments described in the present description, and that other drawings may be obtained according to these drawings without inventive effort for a person skilled in the art. In the drawings:
fig. 1 illustrates an application scenario diagram of a small menu server in some embodiments of the present disclosure;
FIG. 2 illustrates a flow chart of a call center service tab creation method in some embodiments of the present description;
FIG. 3 illustrates a schematic diagram of identifying a target user call based on IVR trajectory and business state data in some embodiments of the present description;
FIG. 4 is a flow chart illustrating a method of call center service tab creation in further embodiments of the present description;
FIG. 5 is a flow chart illustrating a method of call center service tab creation in further embodiments of the present description;
FIG. 6 illustrates a block diagram of a call center service receipt creation device in some embodiments of the present description;
fig. 7 illustrates a block diagram of a computer device in some embodiments of the present description.
[ reference numerals description ]
10. A client;
20. a telephone traffic platform;
30. a small form service end;
61. a data acquisition module;
62. an intention recognition module;
63. an intention word segmentation module;
64. a label mapping module;
65. a nodule generating module;
702. a computer device;
704. a processor;
706. a memory;
708. a driving mechanism;
710. an input/output interface;
712. an input device;
714. an output device;
716. a presentation device;
718. a graphical user interface;
720. a network interface;
722. a communication link;
724. a communication bus.
Detailed Description
In order to make the technical solutions in the present specification better understood by those skilled in the art, the technical solutions in the embodiments of the present specification will be clearly and completely described below with reference to the drawings in the embodiments of the present specification, and it is obvious that the described embodiments are only some embodiments of the present specification, not all embodiments. All other embodiments, which can be made by one of ordinary skill in the art without undue burden from the present disclosure, are intended to be within the scope of the present disclosure.
The embodiment of the specification relates to an automatic creation technology of a service receipt, which can be applied to the creation of the service receipt in the call center scene of each industry, and is particularly suitable for the scene of the call center for transferring the incoming call to the seat personnel for processing.
For ease of understanding, some concepts will be explained before describing the embodiments of the present description.
1. Call center
The call center is also called a customer service center, which is an integrated information service system (mainly comprising telephone platform, etc.) based on computer communication technology, to process voice call inquiries from enterprises and customers, and generally has the capability of processing a large number of incoming calls at the same time, and also has the function of displaying calling numbers, and can automatically distribute the incoming calls to personnel with corresponding skills (such as seat personnel) to process, and can record and store all incoming call information.
2. Interactive voice response (Interactive Voice Responce IVR)
IVR is an automatic voice response system that can provide self-service voice response services to users through a communication network and a voice class value-added support platform. IVR is one of the important components of call center (or telephone traffic platform), and can continuously (7 x 24 hr) answer the user's call at any time and make correspondent service, and has the service functions of speech navigation, information inquiry, speech mail, facsimile and external dialing, etc.. For example, when a user dials a designated number through a client (e.g., telephone, etc.), he or she may be prompted to listen to, click on desired voice information, or participate in interactive services such as chat, friends making, etc., according to the operation provided by the IVR.
3. Service receipt
The service receipt is a customer service record list of the call center and is used for recording service receipt of the call center for answering the incoming call event of the user. The service nodelets may contain information about the user's call intention (i.e., user question), the responsible department to be forwarded, the caller number, the time of the call, etc.
In view of the problems that the efficiency of manually creating the service statement is low, and the call intention is easy to be wrongly written or missed, the specification provides a technical scheme for automatically creating the service statement so as to improve the creation efficiency and the content accuracy of the service statement of the call center and save the labor cost.
Fig. 1 shows an application scenario of a small form service end in some embodiments of the present disclosure, a user may perform a voice session with a traffic platform 20 based on a client 10, and the small form service end 30 may collect an IVR track of the user and obtain service state data of the user when the user and the traffic platform 20 perform the voice session, and identify a call intention of the user according to the obtained IVR track and service state data after the traffic platform 20 and a target user end the voice session; extracting keywords which can represent the call intention from the call intention; inquiring a mapping relation table of the word segmentation library and the service attendant labels according to the keywords so as to determine the service attendant labels corresponding to the keywords; a service cookie is generated based on the keywords and their corresponding service actor tags.
In some embodiments, the client 10 may be a fixed phone, a mobile phone (e.g., a smart phone), or other terminal devices with voice session function (e.g., a self-service terminal device, a desktop computer, a notebook computer, a tablet computer, a digital assistant, or a smart wearable device). Wherein, intelligent wearable equipment can include intelligent bracelet, intelligent wrist-watch, intelligent glasses or intelligent helmet etc.. Of course, the client 10 is not limited to the electronic device with a certain entity, and may also be software (such as App or the like) running in the electronic device. The small form service end 30 may be an electronic device with operation and network interaction functions; software running in the electronic device that provides business logic for data processing and network interactions may also be used.
The embodiment of the present disclosure provides a method for creating a call center service small form, which may be applied to the small form service end side described above, and referring to fig. 2, in some embodiments, the method for creating a call center service small form may include the following steps:
And 204, inquiring a mapping relation table of the word library and the service attendant labels according to the keywords so as to determine the service attendant labels corresponding to the keywords.
According to the embodiment of the specification, the calling intention of the user is automatically identified based on the IVR track and the service state, the keyword which can represent the calling intention in the calling intention is inquired about the mapping relation table of the word bank and the service attendant labels, so that the service attendant labels corresponding to the keyword are determined, and finally, the service small forms are automatically generated based on the keyword and the corresponding service attendant labels, so that the automatic creation of the service small forms is realized, the first line seat personnel on the telephone traffic platform side is not required to manually create the service small forms, the creation efficiency and the content accuracy of the service small forms of the call center are improved, and the labor cost is saved.
The voice session between the traffic platform and the user is typically initiated by the user (e.g., user initiated business consultation, complaints, etc.), although it may also be initiated by the traffic platform (e.g., call center return visit for the user call). Because the voice conversations are in one-to-one correspondence with the service nodelets, the corresponding service nodelets can be created for each voice conversation. Thus, the target user may be a user corresponding to a certain voice session.
The step of collecting IVR track of the target user when the telephone traffic platform carries out voice conversation with the target user is as follows: and collecting IVR track of the target user when the telephone traffic platform and the client corresponding to the target user are connected with the voice session channel. In a specific implementation, the small form service end may instruct or request the traffic platform (or the IVR system) to collect the IVR track of the target user, i.e. the small form service end may obtain the IVR track of the target user from the traffic platform (or the IVR system).
IVR trajectories are information that records the user's dialogue nodes (i.e., dialogue links), interactions (e.g., select keys), dwell time (e.g., call time under each dialogue node), etc. at the time of interaction with the traffic platform (or IVR system). The telephone traffic platform (or IVR system) can provide operation options to the user in due time according to the interaction with the user for the user to select.
In the IVR track, the feedback of the user can be divided into two types: positive feedback behavior, negative feedback behavior. The positive feedback behavior refers to a behavior capable of directly indicating the intention of a user; negative feedback behavior refers to behavior that does not directly indicate the user's intent (e.g., access node frequency, dwell time, current state, etc.). In actual data acquisition, the positive feedback behavior of the user may be less acquired, and in order to facilitate accurate recognition of the user intention, the negative feedback behavior of the user may be referred to.
For example, in one exemplary embodiment, the user accesses the line to consult the borrowing issue, the current borrowing status of the user is that the borrowing is successful, the automatic deduction of the system fails on a certain repayment day, and the current bill is overdue. The IVR system firstly recommends options such as repayment problems, overdue problems and the like of the user, and the selection operation preset by the user in the system can be regarded as positive feedback behavior. Whereas other operations are negative feedback actions.
For example, in an exemplary embodiment, the traffic platform (or IVR system) may output a "welcome call … … by voice when the user calls, call an extension, consult 1, after-market 2, latest sales promotion 3, complaint advice 9, check 0" and other operation options, which is a dialogue node, and when the user selects one of the operation options, the next dialogue node may be entered.
The IVR track can reflect the calling intention of the user to a certain extent; however, relying solely on the IVR track may be difficult to identify the user's call intent comprehensively and objectively, and thus, in embodiments of the present description, the business state data of the target user may be acquired while the IVR track of the target user is acquired. For example, in one exemplary embodiment, taking a borrowing service as an example, the service status data includes: and the states of borrowing application, borrowing audit, paying, repayment, overdue and the like of the user in each channel. In addition, the business status data may also include other information (e.g., incoming channels, historical incoming, whether to create a work order, etc.) as desired
The service status data reflects the latest status of the user under the service, and the behavior of the user may be different in different service statuses, so that the service status data may also be used to assist in identifying the call intention of the user to some extent. For example, in an exemplary embodiment, when a user calls for a consultation repayment event, if the repayment status of the user is the current repayment failure at this time, it may be identified that the user's call intention is to consult the repayment failure cause and the corresponding solution.
Referring to fig. 3, in some embodiments, identifying the call schematic of the target user according to the IVR trajectory and the service status data may include the steps of:
The parameter values of the various parameters in the IVR track and the service state data are typically numerical values or constants, and the parameter values may be arranged in sequence to form a vector. Therefore, the IVR track and the business state data under the same voice session can be used as the corresponding user behavior state vector in the voice session.
In some embodiments, the identified call intent of the full user may be the identified call intent of the full user over a specified historical period. Wherein, the appointed history period can be preset according to the requirement. For example, the specified history period may be the last half year, one year, the last three years, or the like.
Obviously, in order to facilitate the subsequent similarity calculation, the user behavior state vector in the user behavior state matrix should have the same data structure as the user behavior state vector corresponding to the target user in the current voice session.
For example, in an exemplary embodiment, the user behavior state vector corresponding to the target user in the current voice session is a 1 ,b 1 ,c 1 ,x 1 ,y 1 Wherein a is 1 ,b 1 ,c 1 For the parameter value, x corresponding to IVR track of target user in this voice conversation 1 ,y 1 And the parameter value corresponding to the service state of the target user in the voice session is obtained. The ith user behavior state vector in the user behavior state matrix may represent: a, a i ,b i ,c i ,x i ,y i Wherein a is i ,b i ,c i ,x i ,y i And a 1 ,b 1 ,c 1 ,x 1 ,y 1 Corresponding, i.e. a i And a 1 For two parameter values at the same parameter, b i And b 1 For two parameter values at the same parameter, c i And c 1 For two parameter values at the same parameter, x i And x 1 For two parameter values at the same parameter, y i And y 1 Are two parameter values for the same parameter.
In some embodiments, the similarity between the user behavior state vector and each of the user behavior state vectors in the user behavior state matrix may be calculated based on a vector similarity algorithm such as euclidean distance, cosine distance, and the like, and these similarities may form a similarity set.
In other embodiments, in consideration of the fact that the IVR track and the service state data have different contributions or effects on identifying the call intention, in order to facilitate further improving the call intention identification progress, different weights may be set for each parameter in the IVR track and the service state data as required in the implementation. For example, in an exemplary embodiment, taking an IVR track as an example, parameters corresponding to positive feedback behavior may be given a higher weight, parameters corresponding to negative feedback behavior may be given a lower weight, and so on. In this scenario, the user behavior state vector may be a weighted user behavior state vector, e.g., a 1 ,b 1 ,c 1 ,x 1 ,y 1 Weighted to become lambda 1 a 1 ,λ 2 b 1 ,λ 2 c 1 ,λ 4 x 1 ,λ 5 y 1 。
By sequencing the similarity sets, the user behavior state vector (i.e., the target vector) with the highest similarity to the user behavior state vector corresponding to the target user in the current voice session can be determined.
The highest similarity of the two user behavior state vectors indicates that the corresponding IVR track and service state data are very similar (even identical), and as described above, the IVR track and service state can both represent the call intention, so that the call intention corresponding to the target vector can be used as the call intention of the target user in the current voice session. Compared with the method that only IVR tracks are considered alone, in the embodiment of the specification, the method for identifying the calling intention by combining the IVR tracks and the service state data can improve the accuracy of identifying the calling intention.
In some embodiments, extracting the keywords in the call intention, which can characterize the call intention, may include: firstly, a word segmentation tool (such as jieba and the like) is called to segment the call intention, and then a keyword recognition tool (such as SurTime, adwords and the like) is called to recognize keywords from the word segmentation result. For example, in an exemplary embodiment, the lending repayment is taken as a scene, and if the text corresponding to the call intention is: the key words of repayment, normal and clear can be extracted from the repayment flow and the normal repayment business and clear are processed.
The word library and the service attendant label mapping relation table are preconfigured and are used for indicating the corresponding relation between each keyword related to the service and the corresponding service attendant label. Wherein the service actor tag is used to uniquely identify a class of service actors (i.e., responsible people). For example, "normal repayment" corresponds to "normal repayment reply responsible person", and "clearing" corresponds to "clearing reply responsible person", and so on. Therefore, the service attendant labels corresponding to the keywords can be accurately identified by inquiring the keyword library and service attendant label mapping relation table. In some embodiments, the keyword may be used as input, and the mapping relation table of the score library and the service attendant label may be queried in a recursive query manner to determine the service attendant label corresponding to the keyword.
Generating a service cookie based on the keywords and their corresponding service actor labels may refer to: and filling the keywords and the corresponding information such as the service person labels into a preset service receipt template, thereby automatically generating the service receipt aiming at the current voice session.
The embodiment of the present disclosure provides another method for creating a small form of call center service, which may be applied to the small form service side described above, and referring to fig. 4, in other embodiments, the method for creating a small form of call center service may include the following steps:
And step 405, inquiring a mapping relation table of the word library and the service attendant labels according to the keywords so as to determine the service attendant labels corresponding to the keywords.
Compared with the call center service small menu creation method shown in fig. 2, the call center service small menu creation method shown in fig. 4 includes the step of normalizing the IVR track after the voice session between the traffic platform and the target user is completed. The large numerical value can be mapped into a small range through normalization processing, and the processing efficiency of subsequent vector similarity calculation is improved. In specific implementation, the normalization algorithm can be selected according to requirements.
For example, in some embodiments, normalizing the IVR trajectory may include:
according to the formula
Normalizing the IVR track;
wherein x is i The parameter value of the ith parameter in the IVR track, y i Normalized parameter value, x, which is the parameter value of the ith parameter in the IVR trace min For the maximum value of the ith parameter in the specified data range, x max For the ith parameterX in data range i Is a maximum value of (a). By the formula
The parameter values may be normalized between 0 and 1.
For example, in other embodiments, normalizing the IVR trajectory may include:
according to the formula
Normalizing the IVR track;
wherein x is i The parameter value of the ith parameter in the IVR track, y i Normalized parameter value, x, which is the parameter value of the ith parameter in the IVR trace min For the maximum value of the ith parameter in the specified data range, x max X within the specified data range for the ith parameter i A and b are preset constants, and a and b satisfy
By the formula
The parameter values may be normalized to between 0.1 and 0.9.
The embodiment of the present disclosure provides another method for creating a small form of call center service, which may be applied to the small form service side described above, and referring to fig. 5, in other embodiments, the method for creating a small form of call center service may include the following steps:
And step 505, inquiring a mapping relation table of the word bank and the service attendant labels according to the keywords so as to determine the service attendant labels corresponding to the keywords.
Compared with the method for creating the service receipt of the call center shown in fig. 4, in the method for creating the service receipt of the call center shown in fig. 5, a step of confirming the service receipt is added after the service receipt is created; thus, it is advantageous to improve the accuracy of the matching service provider.
While the process flows described above include a plurality of operations occurring in a particular order, it should be apparent that the processes may include more or fewer operations, which may be performed sequentially or in parallel (e.g., using a parallel processor or a multi-threaded environment).
Corresponding to the method for creating a call center service receipt, the embodiment of the present disclosure further provides a call center service receipt creation device, which may be configured on the receipt server, as shown in fig. 6, and in some embodiments, the call center service receipt creation device may include:
the data acquisition module 61 is configured to acquire an IVR track of a target user and acquire service state data of the target user when the traffic platform performs a voice session with the target user;
an intention recognition module 62, configured to recognize a call intention of the target user according to the IVR track and the service status data after the voice session is completed between the traffic platform and the target user;
an intention word segmentation module 63, configured to extract keywords that can characterize a call intention in the call intention;
a tag mapping module 64, configured to query a word library and a service attendant tag mapping relationship table according to the keyword, so as to determine a service attendant tag corresponding to the keyword;
the summary generating module 65 is configured to generate a service summary list based on the keywords and their corresponding service person labels.
For convenience of description, the above devices are described as being functionally divided into various units, respectively. Of course, the functions of each element may be implemented in one or more software and/or hardware elements when implemented in the present specification.
In the embodiments of the present disclosure, the user information (including, but not limited to, user device information, user personal information, etc.) and the data (including, but not limited to, data for analysis, stored data, presented data, etc.) are information and data that are authorized by the user and are sufficiently authorized by each party.
Embodiments of the present description also provide a computer device. As shown in fig. 7, in some embodiments of the present description, the computer device 702 may include one or more processors 704, such as one or more Central Processing Units (CPUs) or Graphics Processors (GPUs), each of which may implement one or more hardware threads. The computer device 702 may also include any memory 706 for storing any kind of information, such as code, settings, data, etc., and in a particular embodiment, a computer program on the memory 706 and executable on the processor 704 that, when executed by the processor 704, may perform the instructions of the call center service receipt creation method of any of the embodiments described above. For example, and without limitation, the memory 706 may include any one or more of the following combinations: any type of RAM, any type of ROM, flash memory devices, hard disks, optical disks, etc. More generally, any memory may store information using any technique. Further, any memory may provide volatile or non-volatile retention of information. Further, any memory may represent fixed or removable components of computer device 702. In one case, the computer device 702 can perform any of the operations of the associated instructions when the processor 704 executes the associated instructions stored in any memory or combination of memories. The computer device 702 also includes one or more drive mechanisms 708, such as a hard disk drive mechanism, an optical disk drive mechanism, and the like, for interacting with any memory.
The computer device 702 may also include an input/output interface 710 (I/O) for receiving various inputs (via an input device 712) and for providing various outputs (via an output device 714). One particular output mechanism may include a presentation device 716 and an associated graphical user interface 718 (GUI). In other embodiments, input/output interface 710 (I/O), input device 712, and output device 714 may not be included as just one computer device in a network. The computer device 702 can also include one or more network interfaces 720 for exchanging data with other devices via one or more communication links 722. One or more communication buses 724 couple the above-described components together.
The present application is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), computer-readable storage media, and computer program products according to some embodiments of the specification. It will be understood that each flow and/or block of the flowchart illustrations and/or block diagrams, and combinations of flows and/or blocks in the flowchart illustrations and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processor to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processor, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processor to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processor to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
In a typical configuration, a computer device includes one or more processors (CPUs), input/output interfaces, network interfaces, and memory.
The memory may include volatile memory in a computer-readable medium, random Access Memory (RAM) and/or nonvolatile memory, such as Read Only Memory (ROM) or flash memory (flash RAM). Memory is an example of computer-readable media.
Computer readable media, including both non-transitory and non-transitory, removable and non-removable media, may implement information storage by any method or technology. The information may be computer readable instructions, data structures, modules of a program, or other data. Examples of storage media for a computer include, but are not limited to, phase change memory (PRAM), static Random Access Memory (SRAM), dynamic Random Access Memory (DRAM), other types of Random Access Memory (RAM), read Only Memory (ROM), electrically Erasable Programmable Read Only Memory (EEPROM), flash memory or other memory technology, compact disc read only memory (CD-ROM), digital Versatile Disks (DVD) or other optical storage, magnetic cassettes, magnetic disk storage or other magnetic storage devices, or any other non-transmission medium, which can be used to store information that can be accessed by a computer device. Computer readable media, as defined in the specification, does not include transitory computer readable media (transmission media), such as modulated data signals and carrier waves.
It will be appreciated by those skilled in the art that embodiments of the present description may be provided as a method, system, or computer program product. Accordingly, the present specification embodiments may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present description embodiments may take the form of a computer program product on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, etc.) having computer-usable program code embodied therein.
The present embodiments may be described in the general context of computer-executable instructions, such as program modules, being executed by a computer. Generally, program modules include routines, programs, objects, components, data structures, etc. that perform particular tasks or implement particular abstract data types. The embodiments of the specification may also be practiced in distributed computing environments where tasks are performed by remote processors that are linked through a communications network. In a distributed computing environment, program modules may be located in both local and remote computer storage media including memory storage devices.
It should also be understood that, in the embodiments of the present specification, the term "and/or" is merely one association relationship describing the association object, meaning that three relationships may exist. For example, a and/or B may represent: a exists alone, A and B exist together, and B exists alone. In addition, the character "/" herein generally indicates that the front and rear associated objects are an "or" relationship.
In this specification, each embodiment is described in a progressive manner, and identical and similar parts of each embodiment are all referred to each other, and each embodiment mainly describes differences from other embodiments. In particular, for system embodiments, since they are substantially similar to method embodiments, the description is relatively simple, as relevant to see a section of the description of method embodiments.
In the description of the present specification, a description referring to terms "one embodiment," "some embodiments," "examples," "specific examples," or "some examples," etc., means that a particular feature, structure, material, or characteristic described in connection with the embodiment or example is included in at least one embodiment or example of the embodiments of the present specification. In this specification, schematic representations of the above terms are not necessarily directed to the same embodiment or example. Furthermore, the particular features, structures, materials, or characteristics described may be combined in any suitable manner in any one or more embodiments or examples. Furthermore, the different embodiments or examples described in this specification and the features of the different embodiments or examples may be combined and combined by those skilled in the art without contradiction.
The foregoing is merely exemplary of the present application and is not intended to limit the present application. Various modifications and changes may be made to the present application by those skilled in the art. Any modifications, equivalent substitutions, improvements, etc. which are within the spirit and principles of the present application are intended to be included within the scope of the claims of the present application.
Claims (10)
1. A call center service receipt creation method, comprising:
collecting IVR track of a target user when a telephone traffic platform carries out voice conversation with the target user, and obtaining service state data of the target user;
after the telephone traffic platform and the target user finish the voice session, identifying the calling intention of the target user according to the IVR track and the service state data;
extracting keywords which can represent the call intention from the call intention;
inquiring a mapping relation table of the word segmentation library and the service attendant labels according to the keywords so as to determine the service attendant labels corresponding to the keywords;
and generating a service small statement based on the keyword and the corresponding service person label.
2. The call center service receipt creation method of claim 1, further comprising, after generating a service receipt based on the keyword and its corresponding service attendant tag:
pushing the service receipt to target seat personnel for confirmation or modification; the target agent personnel are agent personnel participating in the voice conversation in the telephone traffic platform.
3. The call center service placard creation method of claim 1, wherein identifying the call intention of the target user from the IVR trajectory and the business state data comprises:
the IVR track and the service state data are used as corresponding user behavior state vectors of the target user in the voice session;
determining the similarity between the user behavior state vector and each user behavior state vector in the user behavior state matrix respectively to obtain a similarity set; the user behavior state matrix comprises user behavior state vectors corresponding to the recognized calling intention of the full number of users;
determining a target vector in the user behavior state matrix according to the similarity set; the target vector is a user behavior state vector with highest similarity with a user behavior state vector corresponding to the target user in the voice session;
and taking the calling intention corresponding to the target vector as the calling intention of the target user in the voice conversation.
4. The call center service placard creation method of claim 1, further comprising, prior to identifying the call intent of the target user based on the IVR trajectory and the business state data:
according to the formula
Normalizing the IVR track;
wherein x is i The parameter value of the ith parameter in the IVR track, y i Normalized parameter value, x, which is the parameter value of the ith parameter in the IVR trace min For the maximum value of the ith parameter in the specified data range, x max X within the specified data range for the ith parameter i Is a maximum value of (a).
5. The call center service placard creation method of claim 1, further comprising, prior to identifying the call intent of the target user based on the IVR trajectory and the business state data:
according to the formula
Normalizing the IVR track;
wherein x is i The parameter value of the ith parameter in the IVR track, y i Normalized parameter value, x, which is the parameter value of the ith parameter in the IVR trace min For the maximum value of the ith parameter in the specified data range, x max X within the specified data range for the ith parameter i A and b are preset constants, and a and b satisfy
6. The call center service nodelet creation method of claim 1, wherein the querying the keyword library and service actor tag mapping table according to the keyword to determine the service actor tag corresponding to the keyword comprises:
and inquiring a mapping relation table of the word bank and the service attendant labels according to a recursive inquiry mode by taking the keywords as input so as to determine the service attendant labels corresponding to the keywords.
7. A call center service receipt creation apparatus, comprising:
the data acquisition module is used for acquiring the IVR track of the target user when the telephone traffic platform carries out voice conversation with the target user and acquiring service state data of the target user;
the intention recognition module is used for recognizing the calling intention of the target user according to the IVR track and the service state data after the telephone traffic platform and the target user finish the voice session;
the intention word segmentation module is used for extracting keywords which can represent the call intention in the call intention;
the label mapping module is used for inquiring the word segmentation library and the service attendant label mapping relation table according to the keywords so as to determine the service attendant label corresponding to the keywords;
and the summary generation module is used for generating a service summary list based on the keywords and the corresponding service person labels.
8. A computer device comprising a memory, a processor, and a computer program stored on the memory, characterized in that the computer program, when being executed by the processor, performs the instructions of the method according to any of claims 1-6.
9. A computer storage medium having stored thereon a computer program, which, when executed by a processor of a computer device, performs the instructions of the method according to any of claims 1-6.
10. A computer program product, characterized in that the computer program product comprises a computer program which, when being executed by a processor, executes instructions of the method according to any of claims 1-6.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202211547243.8A CN116320164A (en) | 2022-12-05 | 2022-12-05 | Call center service receipt creation method, device, equipment and storage medium |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202211547243.8A CN116320164A (en) | 2022-12-05 | 2022-12-05 | Call center service receipt creation method, device, equipment and storage medium |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN116320164A true CN116320164A (en) | 2023-06-23 |
Family
ID=86829307
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN202211547243.8A Pending CN116320164A (en) | 2022-12-05 | 2022-12-05 | Call center service receipt creation method, device, equipment and storage medium |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN116320164A (en) |
-
2022
- 2022-12-05 CN CN202211547243.8A patent/CN116320164A/en active Pending
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| US11956187B2 (en) | Natural language processing for information extraction | |
| US11714793B2 (en) | Systems and methods for providing searchable customer call indexes | |
| CA2967617C (en) | Computer-implemented system and method for facilitating interactions via automatic agent responses | |
| KR20180071312A (en) | Routing interactions with optimized contact center agents based on machine learning | |
| WO2018045915A1 (en) | Method and apparatus for adjusting service voice playback sequence | |
| CN107180029A (en) | A kind of information processing method and device based on consultation service | |
| US11514461B2 (en) | Customer service assistance system and customer service assistance method | |
| JP4522345B2 (en) | Telephone service inspection system and program | |
| CN110113501A (en) | Mission dispatching method, apparatus, computer equipment and storage medium | |
| CN111028007A (en) | User portrait information prompting method, device and system | |
| CN112364035A (en) | Processing method and device for call record big data, electronic equipment and storage medium | |
| CN114186036A (en) | Dialogue processing method, device, computer equipment and storage medium | |
| US11777874B1 (en) | Artificial intelligence conversation engine | |
| US11025568B2 (en) | Customized response messages | |
| CN116320164A (en) | Call center service receipt creation method, device, equipment and storage medium | |
| CN112260933B (en) | Communication method, communication device, electronic equipment and medium | |
| CN112333340B (en) | Method, device, storage medium and electronic equipment for automatic call-out | |
| US10972608B2 (en) | Asynchronous multi-dimensional platform for customer and tele-agent communications | |
| US8731182B2 (en) | Data store for assessing accuracy of call center agent service time estimates | |
| CN111291042B (en) | Power data processing system and method for power supply service | |
| CN112911074A (en) | Voice communication processing method, device, equipment and machine readable medium | |
| CN109783627B (en) | Automatic response method, device, computer equipment and storage medium | |
| CN114898739A (en) | Voice call response processing method and device, computer equipment and storage medium | |
| CN116127036A (en) | Dialogue processing method and device and electronic equipment | |
| CN116156063A (en) | Callback line processing method and device, electronic equipment and storage medium |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination |