CN117440091A - Voice data processing method and call control method - Google Patents
Voice data processing method and call control method Download PDFInfo
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—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
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- G10L25/00—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00
- G10L25/27—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 characterised by the analysis technique
- G10L25/30—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 characterised by the analysis technique using neural networks
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- G10L25/00—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00
- G10L25/48—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—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
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
- H04M3/5235—Dependent on call type or called number [DNIS]
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- 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
- Y02D30/00—Reducing energy consumption in communication networks
- Y02D30/70—Reducing energy consumption in communication networks in wireless communication networks
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Abstract
The invention relates to the technical field of voice call, and discloses a voice data processing method and a call control method, which comprise voice data processing in the call process and voice data processing after the call is completed; (1) The voice data processing in the conversation process specifically comprises the following steps: s1, monitoring external noise in real time, and processing and analyzing the monitored noise to obtain audio and sound information of the noise; s2, processing and analyzing the current voice data to obtain the audio and audio information of the current voice data. The invention can monitor the external noise in real time in the process of voice communication, process the noise when the noise exceeds a certain value, and adjust the volume of the current voice data at the same time, thereby ensuring that the voice is clearer in the process of voice communication and ensuring the accuracy and progress of business handling.
Description
Technical Field
The invention relates to the technical field of voice calls, and particularly discloses a voice data processing method and a call control method.
Background
With the development of electronic technology, business transaction forms are not limited to offline transaction. The on-line business handling can omit the step of running to a handling point by a business handling person, and the business handling can be completed directly through a telephone handling form, so that the telephone business handling becomes more and more popular. In the process of transacting business, because business transacting is a work with higher fineness, the clarity of voice needs to be ensured in the process of transacting business by telephone. However, currently, the workers working in the same office area usually concentrate on working, which often results in that in the process of performing voice communication, larger noise will occur to interfere with voice communication, so as to interfere with the progress and accuracy of business handling. In addition, after the voice communication is completed, voice data is reserved for a period of time, and after the reserved time threshold is exceeded, the voice data is automatically deleted. The voice data cannot be effectively managed, and the suitable crowd with the best service can be judged according to the voice data.
Disclosure of Invention
The invention mainly solves the technical problems that the voice data processing method and the call control method can solve the problems that the voice data can be greatly interfered by external noise and cannot be effectively managed, and the voice data is judged to be suitable for the crowd with the best service according to the voice data.
In order to solve the above technical problems, according to one aspect of the present invention, more specifically, a voice data processing method includes voice data processing during a call and voice data processing after the call is completed;
(1) The voice data processing in the conversation process specifically comprises the following steps:
s1, monitoring external noise in real time, and processing and analyzing the monitored noise to obtain audio and sound information of the noise;
s2, processing and analyzing the current voice data to obtain the audio frequency and the audio information of the current voice data;
s3, comparing the audio and sound information of external noise with the audio and sound information of the current voice data;
s4, processing the noise data according to the comparison result in the step S3;
(2) The voice data processing after the call is completed specifically comprises the following steps:
p1, intercepting the voice data after completion, intercepting the voice data in the previous 10-15s, and converting the intercepted voice data into text data;
p2, dividing the text data into a plurality of words according to a dictionary, and comparing the words with preset service parameters one by one so as to judge which type of service the current voice data belongs to;
and P3, sorting and classifying all voice data belonging to the same service, storing the voice data into a storage unit, and simultaneously storing the client numbers corresponding to each voice data together.
Further, in the S3-S4, if [ (lambda) 1 +λ 2 )×(α+β)]≥(α 1 +γ 1 ) At the moment, part of noise is counteracted by utilizing an active noise reduction technology, and then the volume of current voice data is adjusted according to noise still existing after counteraction; conversely, if [ (lambda) 1 +λ 2 )×(α+β)]<(α 1 +β 1 ) After noise is counteracted by utilizing an active noise reduction technology, the volume of the current voice data does not need to be adjusted; wherein lambda is 1 、λ 2 Attenuation coefficients of sound in air and penetrating through earphone respectively, alpha and gamma are audio frequency and sound amplitude information data of noise respectively, alpha 1 、γ 1 Respectively the audio frequency and the audio information data of the current voice data.
Furthermore, in the process of adjusting the volume of the current voice data, firstly, acquiring the voice information data of the noise after the noise is offset by utilizing the active noise reduction technology, then acquiring the voice information data in the current voice data, and comprehensively analyzing and processing the acquired data, so that the volume value dB required to be adjusted can be obtained:
dB＝(λ 1 +λ 2 )×β f +β 1
wherein lambda is 1 、λ 2 Attenuation coefficient, beta, of sound in air and penetrating headphones, respectively f To advantage(s)Noise amplitude information data of noise after partial noise cancellation by active noise reduction technology, beta 1 And the audio information data is the current voice data.
Further, the voice data processing in the call process further comprises the following steps:
s5, acquiring electromagnetic frequency in the current voice data signal, simultaneously acquiring the electromagnetic frequency sent by each surrounding electromagnetic device in real time, and acquiring all frequency bands of voice data signal transmission;
s6, comparing the acquired electromagnetic frequency in the current voice data signal with the electromagnetic frequency sent by the acquired electromagnetic equipment, scanning all transmission frequency bands at the same time, finding an idle transmission frequency band, and transferring the current voice data signal to another idle transmission frequency band for signal transmission after the comparison result exceeds a preset parameter value.
Further, in the step S6, the electromagnetic frequency in the acquired current voice data signal and the electromagnetic frequency sent by the acquired electromagnetic device are determined and analyzed by the following formula, and if:
judging that electromagnetic interference can occur, and transferring the current voice data signal to another idle transmission frequency band to transmit the signal; wherein mu 1 For the electromagnetic frequency of the current speech data signal,for the electromagnetic frequency emitted by each electronic device i within the radius d, m is a preset parameter value.
Further, in the P2, the specific process of determining which type of service the current voice data belongs to is as follows: firstly, all words obtained by text data segmentation are obtained, and all preset service parameter values are obtained at the same time, if:judging that the current voice data belongs to the service corresponding to the service parameter, wherein T is the service parameter value,to traverse each word C in the current speech data Y j 。
According to another aspect of the present invention, there is provided a call control method, which is implemented based on the above voice data processing method, comprising the steps of:
a1, acquiring all voice data in each service from a storage unit, identifying an age range corresponding to the tone of each voice data through a CNN-RNN neural network algorithm, and simultaneously acquiring a time period of occurrence of each voice data from the storage unit;
a2, analyzing and judging all age group data and occurrence time period data in each service, so as to obtain the most suitable age group crowd and the most suitable calling time period of each service;
a3, when new business needs to be promoted in a certain business, automatically and preferentially popping up numbers suitable for people in the business age group and the most suitable calling time period;
a4, the salesman can call the user according to the popped number and the popped time period.
Furthermore, in the A2, after all the age group data and the occurrence time period data in each service are obtained, all the age group data and all the occurrence time period data are respectively and comprehensively processed, so that the most suitable age group crowd and the most suitable time period for calling of each service can be obtained:
wherein N is D 、t D Respectively the most suitable age group and the most suitable time period of calling, N i 、t i Respectively of each ageSegment data and per-time-segment data, Z N 、Z t The total age range and the total time period are respectively, and P (x) is the frequency of meeting the condition x.
The voice data processing method and the call control method have the beneficial effects that: the invention can monitor the external noise in real time in the process of voice communication, process the noise when the noise exceeds a certain value, and adjust the volume of the current voice data at the same time, thereby ensuring that the voice is clearer in the process of voice communication and ensuring the accuracy and progress of business handling. After the call is completed, call data, call numbers and call occurrence time periods are automatically stored under corresponding services, then the most suitable age group population and the most suitable call time period information of the current service are judged according to all voice data and call occurrence time period data under each service, when new services need to be promoted in a certain follow-up service, the most suitable age group population numbers and the most suitable call time can be automatically popped up, and a service person calls according to the popped data. Therefore, the voice data can be effectively managed and analyzed, and meanwhile, the situation that the client is called in a proper time period and is disturbed can be avoided.
Drawings
The invention will be described in further detail with reference to the accompanying drawings and detailed description.
FIG. 1 is a flow chart of a voice data processing method;
fig. 2 is a flow chart of a call control method.
Detailed Description
The invention will be described in detail hereinafter with reference to the drawings in conjunction with embodiments. It should be noted that, in the case of no conflict, the embodiments and features in the embodiments may be combined with each other.
According to an aspect of the present invention, as shown in fig. 1, there is provided a voice data processing method including voice data processing during a call and voice data processing after the call is completed.
(1) The voice data processing in the conversation process specifically comprises the following steps:
step one, monitoring external noise in real time, and processing and analyzing the monitored noise so as to obtain the audio frequency and the sound amplitude information of the noise.
And step two, processing and analyzing the current voice data to obtain the audio frequency and the audio information of the current voice data.
And step three, comparing the audio frequency and the audio information of the external noise with the audio frequency and the audio information of the current voice data. If [ (lambda) 1 +λ 2 )×(α+β)]≥(α 1 +β 1 ) At the moment, part of noise is counteracted by utilizing an active noise reduction technology, and then the volume of current voice data is adjusted according to noise still existing after counteraction; conversely, if [ (lambda) 1 +λ 2 )×(α+β)]<(α 1 +β 1 ) After noise is counteracted by utilizing an active noise reduction technology, the volume of the current voice data does not need to be adjusted; wherein lambda is 1 、λ 2 Attenuation coefficients of sound in air and penetrating through earphone respectively, alpha and beta are audio frequency and sound amplitude information data of noise respectively, alpha 1 、β 1 Respectively the audio frequency and the audio information data of the current voice data.
Step four, acquiring voice amplitude information data of the noise after the noise is offset by utilizing an active noise reduction technology, then acquiring the voice amplitude information data in the current voice data, and comprehensively analyzing and processing the acquired data, so that the volume value dB needing to be adjusted can be obtained:
dB＝(λ 1 +λ 2 )×β f +β 1
wherein lambda is 1 、λ 2 Attenuation coefficient, beta, of sound in air and penetrating headphones, respectively f To counteract the sound amplitude information data of partial noise by using active noise reduction technology, beta 1 And the audio information data is the current voice data.
Step five, acquiring electromagnetic frequencies in the current voice data signals, simultaneously acquiring the electromagnetic frequencies sent by each surrounding electromagnetic device in real time, and acquiring all frequency bands of voice data signal transmission.
Step six, comparing the electromagnetic frequency in the acquired current voice data signal with the electromagnetic frequency sent by the acquired electromagnetic equipment, scanning all transmission frequency bands at the same time, finding an idle transmission frequency band, and if:
judging that electromagnetic interference can occur, and transferring the current voice data signal to another idle transmission frequency band to transmit the signal; wherein mu 1 For the electromagnetic frequency of the current speech data signal,for the electromagnetic frequency emitted by each electronic device i within the radius d, m is a preset parameter value. Then, the current voice data signal is transferred to another idle transmission frequency band for signal transmission.
(2) The voice data processing after the call is completed specifically comprises the following steps:
step one, intercepting the voice data after completion, intercepting the voice data in the previous 10-15s, and converting the intercepted voice data into text data.
Dividing the text data into a plurality of words according to the dictionary, and comparing the words with preset service parameters one by one so as to judge which type of service the current voice data belongs to. The specific process is as follows: firstly, all words obtained by text data segmentation are obtained, and all preset service parameter values are obtained at the same time, if:judging that the current voice data belongs to the service corresponding to the service parameter, wherein T is the service parameter value,/->To traverse each word C in the current speech data Y j . For example, the words obtained are "hello", "traffic", "package", "transacted", respectively. The set service parameters are "flow", "international", "telephone charge" and "change", respectively. The current voice data can be judged to belong to the service traffic through the above formula.
And thirdly, sorting and classifying all voice data belonging to the same service, storing the voice data into a storage unit, and simultaneously storing the client numbers corresponding to each voice data together.
According to another aspect of the present invention, as shown in fig. 2, there is provided a call control method, which is implemented based on the above voice data processing method, and specifically includes the steps of:
the first step, all voice data in each service are obtained from a storage unit, the age range corresponding to the tone of each voice data is identified through a CNN-RNN neural network algorithm, and meanwhile, the time period of occurrence of each voice data is obtained from the storage unit. For example, the age group data corresponding to each voice data is [ N ] 1 ,N 2 ,...,N n ]. The time period data of each voice data occurrence is [ t ] 1 ,t 2 ,...,t n ]。
Analyzing and judging all age group data and occurrence time period data in each service, so as to obtain the most suitable age group crowd and the most suitable calling time period of each service;
wherein N is D 、t D Respectively the most suitable age group and the most suitable time period of calling, N i 、t i Z is data of each age group and data of each time period respectively N 、Z t The total age range and the total time period are respectively, and P (x) is the frequency of meeting the condition x. For example, obtaining a business with the most suitable age range of 20-30 yearsCrowd, and suitable call time periods are 12:00-14:00.
And thirdly, when new business needs to be promoted in a certain business, automatically and preferentially popping up numbers suitable for the crowd of the business age group and the most suitable calling time period.
Fourth, the salesman can call the user according to the popped number and the popped time period.
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 (8)
1. The voice data processing method is characterized by comprising voice data processing in the call process and voice data processing after the call is completed;
(1) The voice data processing in the conversation process specifically comprises the following steps:
s1, monitoring external noise in real time, and processing and analyzing the monitored noise to obtain audio and sound information of the noise;
s2, processing and analyzing the current voice data to obtain the audio frequency and the audio information of the current voice data;
s3, comparing the audio and sound information of external noise with the audio and sound information of the current voice data;
s4, processing the noise data according to the comparison result in the step S3;
(2) The voice data processing after the call is completed specifically comprises the following steps:
p1, intercepting the voice data after completion, intercepting the voice data in the previous 10-15s, and converting the intercepted voice data into text data;
p2, dividing the text data into a plurality of words according to a dictionary, and comparing the words with preset service parameters one by one so as to judge which type of service the current voice data belongs to;
and P3, sorting and classifying all voice data belonging to the same service, storing the voice data into a storage unit, and simultaneously storing the client numbers corresponding to each voice data together.
2. The voice data processing method according to claim 1, wherein: in the S3-S4, if [ (lambda) 1 +λ 2 )×(α+β)]≥(α 1 +β 1 ) At the moment, part of noise is counteracted by utilizing an active noise reduction technology, and then the volume of current voice data is adjusted according to noise still existing after counteraction; conversely, if [ (lambda) 1 +λ 2 )×(α+β)]<(α 1 +β 1 ) After noise is counteracted by utilizing an active noise reduction technology, the volume of the current voice data does not need to be adjusted; wherein lambda is 1 、λ 2 Attenuation coefficients of sound in air and penetrating through earphone respectively, alpha and beta are audio frequency and sound amplitude information data of noise respectively, alpha 1 、β 1 Respectively the audio frequency and the audio information data of the current voice data.
3. The voice data processing method according to claim 2, wherein: in the process of adjusting the volume of the current voice data, firstly, acquiring voice information data of the noise after partial noise is counteracted by utilizing an active noise reduction technology, then acquiring the voice information data in the current voice data, and comprehensively analyzing and processing the acquired data, so that a volume value dB needing to be adjusted can be obtained:
dB＝(λ 1 +λ 2 )×β f +β 1
wherein lambda is 1 、λ 2 Attenuation coefficient, beta, of sound in air and penetrating headphones, respectively f To counteract the sound amplitude information data of partial noise by using active noise reduction technology, beta 1 And the audio information data is the current voice data.
4. The voice data processing method according to claim 1, wherein: the voice data processing in the conversation process further comprises the following steps:
s5, acquiring electromagnetic frequency in the current voice data signal, simultaneously acquiring the electromagnetic frequency sent by each surrounding electromagnetic device in real time, and acquiring all frequency bands of voice data signal transmission;
s6, comparing the acquired electromagnetic frequency in the current voice data signal with the electromagnetic frequency sent by the acquired electromagnetic equipment, scanning all transmission frequency bands at the same time, finding an idle transmission frequency band, and transferring the current voice data signal to another idle transmission frequency band for signal transmission after the comparison result exceeds a preset parameter value.
5. The voice data processing method according to claim 4, wherein: in the step S6, the electromagnetic frequency in the acquired current voice data signal and the electromagnetic frequency sent by the acquired electromagnetic device are determined and analyzed by the following formula, and if:
judging that electromagnetic interference can occur, and transferring the current voice data signal to another idle transmission frequency band to transmit the signal; wherein mu 1 For the electromagnetic frequency of the current speech data signal,for the electromagnetic frequency emitted by each electronic device i within the radius d, m is a preset parameter value.
6. The voice data processing method according to claim 1, wherein: in the P2, the specific process of judging which type of service the current voice data belongs to is as follows: firstly, all words obtained by text data segmentation are obtained, and all preset service parameter values are obtained at the same time, if:judging that the current voice data belongs to the service corresponding to the service parameter, wherein T is the service parameter value,/->To traverse each word C in the current speech data Y j 。
7. The call control method is characterized in that the method is realized based on the voice data processing method as claimed in claim 1, and specifically comprises the following steps:
a1, acquiring all voice data in each service from a storage unit, identifying an age range corresponding to the tone of each voice data through a CNN-RNN neural network algorithm, and simultaneously acquiring a time period of occurrence of each voice data from the storage unit;
a2, analyzing and judging all age group data and occurrence time period data in each service, so as to obtain the most suitable age group crowd and the most suitable calling time period of each service;
a3, when new business needs to be promoted in a certain business, automatically and preferentially popping up numbers suitable for people in the business age group and the most suitable calling time period;
a4, the salesman can call the user according to the popped number and the popped time period.
8. The call control method according to claim 7, wherein: in the A2, after all the age group data and the occurrence time period data in each service are obtained, all the age group data and all the occurrence time period data are respectively and comprehensively processed, so that the most suitable age group crowd and the most suitable time period for calling of each service can be obtained:
wherein N is D 、t D Respectively the most suitable age group and the most suitable time period of calling, N i 、t i Z is data of each age group and data of each time period respectively N 、Z t The total age range and the total time period are respectively, and P (x) is the frequency of meeting the condition x.
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| CN110110321A (en) * | 2019-03-19 | 2019-08-09 | 深圳壹账通智能科技有限公司 | Products Show method, apparatus, equipment and storage medium based on voice data |
| CN113115164A (en) * | 2021-05-11 | 2021-07-13 | 深圳市美恩微电子有限公司 | Conversation bluetooth headset based on ANC falls and makes an uproar |
| CN115664460A (en) * | 2022-10-28 | 2023-01-31 | 东南大学 | Frequency hopping communication system and method based on electromagnetic interference |
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- 2023-09-22 CN CN202311228656.4A patent/CN117440091A/en active Pending
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN103699955A (en) * | 2013-09-06 | 2014-04-02 | 安徽科大讯飞信息科技股份有限公司 | Custom taxonomy based service model analysis method and device |
| CN110110321A (en) * | 2019-03-19 | 2019-08-09 | 深圳壹账通智能科技有限公司 | Products Show method, apparatus, equipment and storage medium based on voice data |
| CN113115164A (en) * | 2021-05-11 | 2021-07-13 | 深圳市美恩微电子有限公司 | Conversation bluetooth headset based on ANC falls and makes an uproar |
| CN115664460A (en) * | 2022-10-28 | 2023-01-31 | 东南大学 | Frequency hopping communication system and method based on electromagnetic interference |
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