CN117221447B - Online telephone communication auxiliary support system based on AI technology - Google Patents
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Abstract
The invention relates to the technical field of online communication assistance, and discloses an online telephone communication assistance support system based on an AI technology, which comprises: the system comprises a data selection module, a historical data acquisition module, a data processing module, a data storage module, a problem acquisition module, a data preprocessing module and an organization feedback module; the data selecting module is used for selecting voice communication data between old staff and clients with good service satisfaction; the historical data acquisition module is used for acquiring all the historical voice data according to the result selected by the data selection module. Not only solved traditional recitation with the help support staff and customer between the communication mode easy cause the condition that the talk content was forgotten, but also realized, novice staff after simple training, can be quick work on duty, reduce the condition that the novice staff appears working failure, can reduce simultaneously that the enterprise is to the training time and the training cost that the novice staff drops into.
Description
Technical Field
The invention relates to the technical field of online communication assistance, and particularly discloses an online telephone communication assistance support system based on an AI technology.
Background
When customer service communicates with customers through telephone on line, a telephone operation is usually used to assist the communication between customer service and customers for better maintaining the image of enterprises and better communicating with customers, and simultaneously, the problems raised by customers are more conveniently solved. However, the traditional speaking operation requires the staff to memorize in advance, so that the staff can better reply to the client in the process of communication and communication of the client. Therefore, staff can easily recite more contents of speaking operation, forgetting is easy to occur, and moreover, for novice staff, the staff cannot immediately work on duty, can work on duty after a period of speaking operation training, and when the staff works on duty, the staff is unskilled in speaking operation, and working errors are easy to occur. And for enterprises, novice staff cannot quickly get on duty to create income, and the enterprises are required to input certain training time and training cost.
Disclosure of Invention
The technical problem to be solved mainly by the invention is to provide an on-line telephone communication auxiliary support system based on the AI technology, which can solve the problems that the traditional reciting operation is used for supporting the problem of a customer by a worker, the content of the reciting operation is easy to forget, a new worker cannot quickly go on duty, and a certain training time and a certain training cost are required to be input by an enterprise.
To solve the above technical problem, according to one aspect of the present invention, more specifically, an auxiliary support system for on-line phone communication based on AI technology, comprising: the system comprises a data selection module, a historical data acquisition module, a data processing module, a data storage module, a problem acquisition module, a data preprocessing module and an organization feedback module;
the data selecting module is used for selecting voice communication data between old staff and clients with good service satisfaction;
the historical data acquisition module is used for acquiring all historical voice data according to the result selected by the data selection module;
The data processing module is used for processing and analyzing the historical data acquired by the historical data acquisition module and obtaining a processing and analyzing result;
The data storage module is used for storing the result obtained by the processing of the data processing module;
The problem acquisition module is used for acquiring problem data proposed by a customer in the process of telephone communication between a worker and the customer;
The data preprocessing module is used for preprocessing the problem data which is acquired by the problem acquisition module and is proposed by the client, and obtaining a corresponding feedback result;
and the organization feedback module is used for organizing and forming a complete recovery statement according to the corresponding feedback result obtained by the data preprocessing module, feeding back the complete recovery statement to staff and assisting the staff in replying the problem proposed by the client.
Further, the data selecting module includes: the system comprises a personnel working life acquisition module, a processing single quantity acquisition module and a satisfaction acquisition module;
The staff age acquisition module is used for acquiring the working age data of each staff;
The processing unit comprises a processing unit acquisition module and a processing unit acquisition module, wherein the processing unit acquisition module is used for acquiring the total processing unit of each worker;
And the satisfaction acquisition module is used for acquiring satisfaction data of all single quantities processed by each worker.
Further, the specific selection process of the data selection module is as follows: firstly, working life data Y of a worker is acquired through a worker working life acquisition module, when the working life Y is more than or equal to 3, the total processing single quantity D of the worker is acquired through a processing single quantity acquisition module, meanwhile satisfaction data M of the worker after processing all single quantities is acquired through a satisfaction acquisition module, and then whether the selected standard is met or not is judged by combining the working life, the processing single quantity and the satisfaction data of the worker, if so:
judging that the current employee meets the selection standard, otherwise, not meeting the selection standard, wherein gamma is a standard threshold value which can be preset according to the actual situation;
And when the working life Y is less than 3, no subsequent operation is performed.
Still further, the data processing module includes: the system comprises a voice recognition conversion module, a data splitting module and a data analysis module;
The voice recognition conversion module is used for converting the voice of the historical voice data into data which can be processed by the system;
the data splitting module is used for splitting the voice data into a problem data set and a reply data set;
and the data analysis module is used for carrying out processing analysis on each question data in the question data set so as to judge the purpose of each question, matching the questions of the same purpose together, and simultaneously associating replies of the questions of the same purpose to the purpose.
Further, the specific processing procedure of the data analysis module is as follows: firstly, dividing a problem into a plurality of words according to a dictionary, and then setting the window size according to the number of the wordsWherein Z c is the total number of words; thus, a plurality of windows can be obtained, and the windows are integrated to form a word matrix, if each word in the word matrix meets the following conditions:
then the multiple words c i satisfying the above conditions are integrated together as a problem, where P (c i) is the frequency of occurrence of the word c i in the word matrix, Z c is the total number of words in the word stock, and Z k is the window total number;
Then, if two objectives are met:
Then it is determined that the problem corresponding to the objective belongs to the problem of the same objective, wherein w 1、w2 is two problems to be matched respectively, The target words in the two matching problems are respectively, T (x) is the number of times that the condition x is satisfied, and Z is the total number of all target words in the two matching problems.
Furthermore, when the data storage module stores the data, the destination words of the plurality of same destination questions are used as destination indexes, the plurality of reply data with the same destination are associated under the destination indexes, and the keywords different from the destination indexes in each question are associated to the corresponding answers, so that the data storage after the data processing module finishes the data storage.
Still further, the data preprocessing module includes: the device comprises a voice recognition conversion module, a processing analysis module, a comparison matching module and a reply selection module;
The voice recognition conversion module is used for carrying out recognition conversion on the voice data of the client question acquired by the question acquisition module so as to convert the voice data into data which can be processed by the system;
The processing analysis module is used for processing and analyzing the question data after the processing and conversion are finished, so that the purpose of the problem can be obtained;
the comparison and matching module is used for matching and comparing the problem object obtained by the processing and analyzing module with the object index stored in the data storage module;
And the reply selection module is used for selecting reply data which is most suitable for the problem from all reply data associated with the indexes after the comparison and matching module is matched with the corresponding target index.
Further, the specific process of the data preprocessing module is as follows: after the voice data is converted into data which can be processed by the system through the voice recognition conversion module, the processing analysis module processes and analyzes the data to obtain the aim of the problem; then matching and comparing the purpose with the purpose index stored in the data storage module, and obtaining a plurality of reply data under the corresponding purpose index after matching; comparing the purpose of the problem with the purpose index, and extracting a purpose word M' =M-MS different from the purpose index, wherein M is the purpose word of the problem, and MS is the purpose word in the purpose index; and matching the destination word M 'different from the destination index with a plurality of key words which are associated with the reply data and are different from the destination index, and finally, selecting the recovery data which are most consistent with the destination word M'.
The on-line telephone communication auxiliary support system based on the AI technology has the beneficial effects that: according to the invention, the historical voice data of the staff meeting the conditions are selected according to the working years, the processing unit and the satisfaction data of the staff, the historical voice data are processed and analyzed and then stored in the storage module for data support, and when the problems raised by the clients are acquired later, the appropriate reply data are selected from the data storage module quickly and organized into the completed reply data to be fed back to the staff, so that the staff can feed back the reply to the clients quickly and better. Not only solved traditional reciting the condition that the conversation skill caused easily with the communication mode between auxiliary stay staff and the customer, still realized moreover that novice staff is after simple training, can be quick work on duty, reduced the condition that the novice staff appears working failure, can reduce simultaneously that the enterprise is to the training time and the training cost that the novice staff drops into, indirect can increase the income of enterprise.
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The invention will be described in further detail with reference to the accompanying drawings and detailed description.
FIG. 1 is a schematic diagram of a system principle;
Fig. 2 is a schematic diagram of a memory structure.
Detailed Description
The application will be described in detail hereinafter with reference to the drawings in conjunction with embodiments. It should be noted that, without conflict, the embodiments of the present application and features of the embodiments may be combined with each other.
According to an aspect of the present invention, as shown in fig. 1, there is provided an on-line telephone communication auxiliary support system based on AI technology, comprising:
The data selecting module is used for selecting voice communication data between the old staff and the clients, wherein the voice communication data has good service satisfaction. The module comprises: the staff age acquisition module is used for acquiring the working age data of each staff; the processing unit comprises a processing unit acquisition module and a processing unit acquisition module, wherein the processing unit acquisition module is used for acquiring the total processing unit of each worker; and the satisfaction acquisition module is used for acquiring satisfaction data of all single quantities processed by each worker. The historical data acquisition module is used for acquiring all the historical voice data according to the result selected by the data selection module. The selection process of the module comprises the following steps: firstly, working life data Y of a worker is acquired through a worker working life acquisition module, when the working life Y is more than or equal to 3, the total processing single quantity D of the worker is acquired through a processing single quantity acquisition module, meanwhile satisfaction data M of the worker after processing all single quantities is acquired through a satisfaction acquisition module, and then whether the selected standard is met or not is judged by combining the working life, the processing single quantity and the satisfaction data of the worker, if so:
Judging that the current staff meets the selection standard, and otherwise, not meeting the selection standard, wherein gamma is a standard threshold value which can be preset according to actual conditions, for example, the standard threshold value gamma can be reasonably and properly set and adjusted according to the number of current customer service staff, the number of calls received every day and the like; and when the working life Y is less than 3, no subsequent operation is performed.
The data processing module is used for processing and analyzing the historical data acquired by the historical data acquisition module and obtaining a processing and analyzing result. The module comprises: the voice recognition conversion module is used for converting the voice of the historical voice data into data which can be processed by the system; the data splitting module is used for splitting the voice data into a problem data set and a reply data set; and the data analysis module is used for carrying out processing analysis on each question data in the question data set so as to judge the purpose of each question, matching the questions of the same purpose together, and simultaneously associating replies of the questions of the same purpose to the purpose. The specific processing process of the data analysis module is as follows: first, splitting a question into a plurality of words according to a dictionary, for example, splitting a question to obtain [ c 1,c2,...,cn ] a plurality of words, and then setting a window size according to the number of the plurality of wordsWherein Z c is the total number of words; thus, a plurality of windows can be obtained, and if the number of windows is integrated to form a word matrix, for example, the set window size is 3, then K1＝[c1,c2,c3],K2＝[c2,c3,c4],...,Kn＝[cn,cn+1,cn+2] windows can be obtained, and then the plurality of windows are integrated to form the word matrixIf each word in the word matrix satisfies:
then the multiple words c i satisfying the above conditions are integrated together as a problem, where P (c i) is the frequency of occurrence of the word c i in the word matrix, Z c is the total number of words in the word stock, and Z k is the window total number;
Then, if two objectives are met:
Then it is determined that the problem corresponding to the objective belongs to the problem of the same objective, wherein w 1、w2 is two problems to be matched respectively, The target words in the two matching problems are respectively, T (x) is the number of times that the condition x is satisfied, and Z is the total number of all target words in the two matching problems.
And the data storage module is used for storing the result obtained by the processing of the data processing module. When the data are stored, the module takes the destination words of a plurality of same destination questions as destination indexes, associates a plurality of reply data with the same destination under the destination indexes, and associates keywords different from the destination indexes in each question to corresponding answers, so that the data are stored after the data processing module finishes processing. As shown in fig. 2.
And the problem acquisition module is used for acquiring problem data proposed by the client in the process of telephone communication between the staff and the client.
The data preprocessing module is used for preprocessing the problem data which is acquired by the problem acquisition module and is proposed by the client, and obtaining a corresponding feedback result. The module comprises: the voice recognition conversion module is used for carrying out recognition conversion on the voice data of the client question acquired by the question acquisition module so as to convert the voice data into data which can be processed by the system, and the voice recognition conversion module in the data processing module have the same function and can be used together or separately; the processing analysis module is used for processing and analyzing the question data after the processing and conversion are finished, so that the purpose of the question can be obtained, and the processing analysis process is the same as the process of obtaining the purpose of the question by the data analysis module in the data processing module; the comparison and matching module is used for matching and comparing the problem object obtained by the processing and analyzing module with the object index stored in the data storage module; and the reply selection module is used for selecting reply data which is most suitable for the problem from all reply data associated with the indexes after the comparison and matching module is matched with the corresponding target index. The specific process of the module is as follows: after the voice data is converted into data which can be processed by the system through the voice recognition conversion module, the processing analysis module processes and analyzes the data to obtain the aim of the problem; then matching and comparing the purpose with the purpose index stored in the data storage module, and obtaining a plurality of reply data under the corresponding purpose index after matching; comparing the purpose of the problem with the purpose index, and extracting a purpose word M' =M-MS different from the purpose index, wherein M is the purpose word of the problem, and MS is the purpose word in the purpose index; and matching the destination word M 'different from the destination index with a plurality of key words which are associated with the reply data and are different from the destination index, and finally, selecting the recovery data which are most consistent with the destination word M'. For example, the objective of the problem posed by the customer is [ a, B, E ], which is matched to the objective index is [ a, B ], and the objective word which is distinguished from the objective index is "E", then the objective word "E" is matched to the objective words which are associated with all replies and are different from the objective index, and finally the reply data associated with the objective word "E" is extracted. As shown in fig. 2.
And the organization feedback module is used for organizing and forming a complete recovery statement according to the corresponding feedback result obtained by the data preprocessing module, feeding back the complete recovery statement to staff and assisting the staff in replying the problem proposed by the client.
Wherein the electrical components appearing herein are all electrical components present in reality.
Of course, the above description is not intended to limit the invention, but rather the invention is not limited to the above examples, and variations, modifications, additions or substitutions within the spirit and scope of the invention will be within the scope of the invention.
Claims (6)
1. An AI technology-based online telephone communication auxiliary support system, comprising: the system comprises a data selection module, a historical data acquisition module, a data processing module, a data storage module, a problem acquisition module, a data preprocessing module and an organization feedback module;
the data selecting module is used for selecting voice communication data between old staff and clients with good service satisfaction;
the historical data acquisition module is used for acquiring all historical voice data according to the result selected by the data selection module;
the data processing module is used for processing and analyzing the historical data acquired by the historical data acquisition module and obtaining a processing and analyzing result; the module comprises: the system comprises a voice recognition conversion module, a data splitting module and a data analysis module;
The voice recognition conversion module is used for converting the voice of the historical voice data into data which can be processed by the system;
the data splitting module is used for splitting the voice data into a problem data set and a reply data set;
The data analysis module is used for processing and analyzing each question data in the question data set so as to judge the purpose of each question, match the questions of the same purpose together, and simultaneously associate the replies of the questions of the same purpose to the purpose; the specific operation process is as follows: firstly, dividing a problem into a plurality of words according to a dictionary, and then setting the window size according to the number of the words Wherein Z c is the total number of words; therefore, a plurality of windows can be obtained, the windows are integrated to form a word matrix, and if each word in the word matrix meets the following conditions:
Then the multiple words c i satisfying the above condition are integrated together as a problem object, where P (c i) is the frequency of occurrence of the word c i in the word matrix, Z c is the total number of words in the word matrix, and Z k is the total number of windows;
Then, if two objectives are met:
Then it is determined that the problem corresponding to the objective belongs to the problem of the same objective, wherein w 1、w2 is two problems to be matched respectively, Respectively obtaining target words in two problems to be matched, wherein T (x) is the number of times meeting a condition x, and Z is the total number of all target words in the two problems to be matched;
The data storage module is used for storing the result obtained by the processing of the data processing module;
The problem acquisition module is used for acquiring problem data proposed by a customer in the process of telephone communication between a worker and the customer;
The data preprocessing module is used for preprocessing the problem data which is acquired by the problem acquisition module and is proposed by the client, and obtaining a corresponding feedback result;
and the organization feedback module is used for organizing and forming a complete reply sentence according to the corresponding feedback result obtained by the data preprocessing module, feeding back the complete reply sentence to the staff and assisting the staff to reply the problem proposed by the customer.
2. The AI-technology-based online telephone communication auxiliary support system of claim 1, wherein: the data selecting module comprises: the system comprises a personnel working life acquisition module, a processing single quantity acquisition module and a satisfaction acquisition module;
the staff working life acquisition module is used for acquiring the working life data of each staff;
The processing unit comprises a processing unit acquisition module and a processing unit acquisition module, wherein the processing unit acquisition module is used for acquiring the total processing unit of each worker;
And the satisfaction acquisition module is used for acquiring satisfaction data of all single quantities processed by each worker.
3. The AI-technology-based online telephone communication auxiliary support system of claim 2, wherein: the specific selection process of the data selection module is as follows: firstly, working life data Y of a worker is acquired through a worker working life acquisition module, when the working life Y is more than or equal to3, the total processing single quantity D of the worker is acquired through a processing single quantity acquisition module, meanwhile satisfaction data M of the worker after processing all single quantities is acquired through a satisfaction acquisition module, and then whether the selected standard is met or not is judged by combining the working life, the processing single quantity and the satisfaction data of the worker, if so:
judging that the current employee meets the selection standard, otherwise, not meeting the selection standard, wherein gamma is a standard threshold value which can be preset according to the actual situation;
And when the working life Y is less than 3, no subsequent operation is performed.
4. The AI-technology-based online telephone communication auxiliary support system of claim 1, wherein: when the data storage module stores the data, the destination words of a plurality of same destination questions are used as destination indexes, a plurality of reply data with the same destination are associated under the destination indexes, and keywords different from the destination indexes in each question are associated to corresponding answers, so that the data storage after the data processing module finishes the data storage.
5. The AI-technology-based online telephone communication auxiliary support system of claim 4, wherein: the data preprocessing module comprises: the device comprises a voice recognition conversion module, a processing analysis module, a comparison matching module and a reply selection module;
The voice recognition conversion module is used for carrying out recognition conversion on the voice data of the client question acquired by the question acquisition module so as to convert the voice data into data which can be processed by the system;
the processing analysis module is used for processing and analyzing the question data after the processing conversion is finished, so that the purpose of the problem can be obtained;
the comparison and matching module is used for matching and comparing the problem object obtained by the processing and analyzing module with the object index stored in the data storage module;
And the reply selection module is used for selecting reply data which is most suitable for the problem from all reply data associated with the indexes after the comparison and matching module is matched with the corresponding target index.
6. The AI-technology-based online telephone communication auxiliary support system of claim 5, wherein: the specific process of the data preprocessing module is as follows: after the voice data is converted into data which can be processed by the system through the voice recognition conversion module, the processing analysis module processes and analyzes the data to obtain the aim of the problem; then matching and comparing the purpose with the purpose index stored in the data storage module, and obtaining a plurality of reply data under the corresponding purpose index after matching; comparing the purpose of the problem with the purpose index, and extracting a purpose word M' =M-MS different from the purpose index, wherein M is the purpose word of the problem, and MS is the purpose word in the purpose index; and matching the destination word M 'different from the destination index with a plurality of key words which are associated with the reply data and are different from the destination index, and finally, selecting the reply data which are most consistent with the destination word M'.
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