TW201621884A - Customer service phone processing method and device - Google Patents
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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
Abstract
Description
本發明涉及互聯網應用領域，尤其涉及一種客服電話處理方法及裝置。The present invention relates to the field of Internet applications, and in particular, to a customer service telephone processing method and apparatus.
客戶服務系統是一個人員、業務流程、技術和戰略相協調的系統，它提供了獲取組織資源的恰當管道，通過一種互動的溝通方式來創造客戶價值和企業價值。A customer service system is a system of people, business processes, technology, and strategy that provides the right conduit for organizational resources and creates customer value and corporate value through an interactive communication approach.
客戶服務系統是基於電話或呼叫中心實現的。客戶通過撥打電話接入到企業的客戶服務系統，然後客戶服務系統將該電話轉接到人工坐席，由人工坐席中空閒的客戶服務人員與該使用者進行電話溝通，解答客戶提出的各種問題。The customer service system is implemented based on a telephone or call center. The customer accesses the enterprise customer service system by dialing the phone, and then the customer service system transfers the call to the human agent, and the idle customer service personnel in the manual agent communicates with the user to answer various questions raised by the customer.
然而，這種傳統的客服電話處理方法，一名客服人員在同一時間只能進行一對一的服務，服務效率不高。However, this traditional customer service telephone processing method, a customer service staff can only perform one-to-one service at the same time, the service efficiency is not high.
本發明提供一種客服電話處理方法及裝置，以克服現有技術中服務效率不高的技術問題。The invention provides a method and a device for processing a customer service telephone to overcome the technical problem of low service efficiency in the prior art.
本發明提供了一種客服電話處理方法，包括：應答第一客戶發起的呼叫；接收該第一客戶的語音資訊，該語音資訊包括該第一客戶提出的問題；對該語音資訊進行語義分析；根據該語義調取該問題的解答；將該解答轉換為語音；將該語音播放給該第一客戶。The present invention provides a method for processing a customer service telephone, comprising: responding to a call initiated by a first client; receiving voice information of the first client, the voice information including a question posed by the first client; performing semantic analysis on the voice information; The semantics retrieves the answer to the question; converts the answer to speech; and plays the voice to the first client.
進一步地，若無法根據該語義調取該問題的解答，則將該呼叫轉入人工坐席，由該人工坐席中的客戶服務人員為該第一客戶提供服務。Further, if the answer to the question cannot be retrieved according to the semantics, the call is transferred to the artificial agent, and the customer service personnel in the artificial seat provide services for the first customer.
進一步地，該將該解答轉換為語音之前，還包括：根據該語音資訊確定該第一客戶是否具有專屬客服人員；若該第一客戶具有專屬客服人員，則該將該解答轉換為語音具體包括：將該解答轉換為與該第一客戶的專屬客服人員的聲音相匹配的語音；若該第一客戶不具有專屬客服人員，則為該第一客戶分配客服人員，該將該解答轉換為語音具體包括：將該解答轉換為與為該第一客戶分配的該客服人員的聲音相匹配的語音。Further, before converting the solution to voice, the method further includes: determining, according to the voice information, whether the first customer has a dedicated customer service personnel; if the first customer has a dedicated customer service personnel, converting the solution to voice specifically includes Converting the solution into a voice that matches the voice of the first customer's dedicated customer service; if the first customer does not have a dedicated customer service, assigning the customer to the first customer, the solution is converted to voice Specifically, the method includes: converting the solution into a voice that matches the voice of the agent who is assigned to the first client.
進一步地，該根據該語音資訊確定該第一客戶是否具有專屬客服人員，具體包括：從該語音資訊中獲取第一客戶的聲紋；根據預存的聲紋與客服人員的對應關係，確定該第一客戶是否具有專屬客服人員。Further, determining whether the first customer has a dedicated customer service personnel according to the voice information comprises: acquiring a voiceprint of the first customer from the voice information; determining the first according to a correspondence between the pre-stored voiceprint and the customer service personnel Whether a customer has a dedicated customer service staff.
進一步地，該語音資訊，還包括：該第一客戶的編碼；該根據該語音資訊確定該第一客戶是否具有專屬客服人員，具體包括：從該語音資訊中獲取第一客戶的編碼；根據預存的編碼與客服人員的對應關係，確定該第一客戶是否具有專屬客服人員。Further, the voice information further includes: a code of the first client; determining, according to the voice information, whether the first client has a dedicated customer service, specifically: acquiring a code of the first client from the voice information; Correspondence between the code and the customer service personnel to determine whether the first customer has a dedicated customer service staff.
本發明還提供一種客服電話處理裝置，包括：應答模組，用於應答第一客戶發起的呼叫；接收模組，用於接收該第一客戶的語音資訊，該語音資訊包括該第一客戶提出的問題；疑問解答模組，用於對該語音資訊進行語義分析，根據該語義調取該問題的解答，將該解答轉換為語音，以及將該語音播放給該第一客戶。The invention also provides a customer service telephone processing device, comprising: a response module, configured to respond to a call initiated by the first customer; and a receiving module, configured to receive voice information of the first customer, the voice information including the first customer The question answering module is configured to perform semantic analysis on the voice information, retrieve the answer to the question according to the semantics, convert the answer into voice, and play the voice to the first client.
進一步地，還包括：轉接模組，用於若無法根據該語義調取該問題的解答，則將該呼叫轉入人工坐席，由該人工坐席中的客戶服務人員為該第一客戶提供服務。Further, the method further includes: a transit module, configured to transfer the call to the artificial seat if the answer to the question cannot be retrieved according to the semantic, and the customer service personnel in the artificial seat provide the first customer .
進一步地，該疑問解答模組，還用於：根據該語音資訊確定該第一客戶是否具有專屬客服人員；若該第一客戶具有專屬客服人員，則將該解答轉換為與該第一客戶的專屬客服人員的聲音相匹配的語音；若該第一客戶不具有專屬客服人員，則為該第一客戶分配客服人員，將該解答轉換為與為該第一客戶分配的該客服人員的聲音相匹配的語音。Further, the question answering module is further configured to: determine, according to the voice information, whether the first customer has a dedicated customer service personnel; if the first customer has a dedicated customer service personnel, convert the solution to the first customer The voice of the exclusive customer service staff matches the voice; if the first customer does not have the exclusive customer service staff, the customer service personnel are assigned to the first customer, and the solution is converted into the voice of the customer service staff assigned to the first customer. Matching voice.
進一步地，該疑問解答模組，具體用於：從該語音資訊中獲取第一客戶的聲紋；根據預存的聲紋與客服人員的對應關係，確定該第一客戶是否具有專屬客服人員。Further, the query module is specifically configured to: obtain the voiceprint of the first customer from the voice information; and determine whether the first client has a dedicated customer service personnel according to the correspondence between the pre-stored voiceprint and the customer service personnel.
進一步地，該語音資訊，還包括：該第一客戶的編碼；該疑問解答模組，具體用於：從該語音資訊中獲取第一客戶的編碼；根據預存的編碼與客服人員的對應關係，確定該第一客戶是否具有專屬客服人員。Further, the voice information further includes: a code of the first client; the query module is specifically configured to: obtain a code of the first client from the voice information; and according to a correspondence between the pre-stored code and the customer service personnel, Determine if the first customer has a dedicated customer service.
本發明的技術效果是：通過對第一客戶的語音資訊進行語義分析，並根據語義調取問題的解答，從而實現了自動地為客戶提供服務，提高了服務的效率。解決了現有技術中服務效率不高的技術問題。The technical effect of the invention is that by performing semantic analysis on the voice information of the first customer and answering the question according to the semantics, the service is automatically provided for the customer, and the service efficiency is improved. The technical problem of low service efficiency in the prior art is solved.
圖1 為本發明客服電話處理方法實施例的流程圖。如圖1 所示， 本實施例的方法可以包括：FIG. 1 is a flowchart of an embodiment of a method for processing a customer service phone according to the present invention. As shown in FIG. 1, the method in this embodiment may include:
步驟101：應答第一客戶發起的呼叫。Step 101: Answer the call initiated by the first client.
具體地，本實施例的執行主體為客戶服務系統。第一客戶通過客戶終端撥打客服電話以發起呼叫，客戶服務系統應答該第一客戶發起的呼叫。優選地，客戶服務系統可以在接起第一客戶的呼叫後向第一客戶播放提示音，詢問第一客戶需要被提供怎樣的服務。Specifically, the execution subject of the embodiment is a customer service system. The first customer calls the customer service call through the client terminal to initiate a call, and the customer service system answers the call initiated by the first customer. Preferably, the customer service system can play a prompt tone to the first customer after picking up the call of the first customer, asking the first customer what kind of service needs to be provided.
步驟102：接收該第一客戶的語音資訊，該語音資訊包括該第一客戶提出的問題。Step 102: Receive voice information of the first client, where the voice information includes a question raised by the first client.
具體地，第一客戶在電話接通後，可以主動說出需要諮詢的業務（也即語音資訊），也可以在客戶服務系統播放提示音後說出需要諮詢的業務。Specifically, after the phone is connected, the first client can actively indicate the service that needs to be consulted (ie, voice information), and can also indicate the service that needs to be consulted after the customer service system plays the prompt tone.
相應地，客戶服務系統接收第一客戶的語音資訊。Accordingly, the customer service system receives the voice information of the first customer.
步驟103：對該語音資訊進行語義分析。Step 103: Perform semantic analysis on the voice information.
具體地，客戶服務系統接收到第一客戶的語音資訊後，可以利用語音語義分析技術從該語音資訊中獲得使用者所需要做的事情。Specifically, after receiving the voice information of the first client, the customer service system may use voice semantic analysis technology to obtain, from the voice information, what the user needs to do.
步驟104：根據該語義調取該問題的解答。Step 104: Retrieve the answer to the question according to the semantics.
具體地，客戶服務系統從語音資訊獲取語義後，可以根據語義從大資料中檢索，並調取出問題的解答。Specifically, after the customer service system obtains semantics from the voice information, it can retrieve from the large data according to the semantics, and retrieve the answer to the question.
需要說明的是，大資料中存儲的問題解答通常為文字形式的。It should be noted that the answers to questions stored in large materials are usually in text form.
步驟105：將該解答轉換為語音。Step 105: Convert the solution to speech.
具體地，在客戶服務系統調取到問題的解答後，可將該問題的解答轉換為語音。Specifically, after the customer service system retrieves the answer to the question, the answer to the question can be converted to speech.
步驟106：將該語音播放給該第一客戶。Step 106: Play the voice to the first client.
具體地，在客戶服務系統將問題的解答轉換為語音後，將語音播放給第一客戶。Specifically, after the customer service system converts the answer to the question into a voice, the voice is played to the first client.
本實施例的技術效果在於：通過對語音資訊進行語義分析，並根據語義調取問題的解答，從而實現了自動地為客戶提供服務，提高了服務的效率。解決了現有技術中服務效率不高的技術問題。The technical effect of the embodiment is that the semantic analysis of the voice information and the answering of the questions according to the semantics realize the automatic provision of services for the customer and improve the efficiency of the service. The technical problem of low service efficiency in the prior art is solved.
在上述實施例的基礎上，進一步地，若無法根據該查詢關鍵字調取該問題的解答，則將該呼叫轉入人工坐席，由該人工坐席中的客戶服務人員為該第一客戶提供服務。On the basis of the foregoing embodiment, further, if the answer to the question cannot be retrieved according to the query keyword, the call is transferred to the artificial agent, and the customer service personnel in the artificial agent provide services for the first customer. .
具體地，由於例如客戶發音不標準等原因，可能會造成的無法根據查詢關鍵字調取問題的解答的情況，此時，可以將第一客戶的呼叫轉接如人工坐席，由人工坐席中空閒的客戶服務人員為其提供服務。Specifically, due to reasons such as the non-standard pronunciation of the customer, it may be caused by the inability to retrieve the answer of the question according to the query keyword. At this time, the call of the first customer may be transferred as a manual agent, and the call is idle by the artificial agent. Customer service staff to provide services.
優選地，在將該呼叫轉接給人工坐席時，還可以自動將之前的會話內容呈現給人工坐席中的客戶服務人員，以方便客戶服務人員更好地、更快地為客戶提供服務。Preferably, when transferring the call to the artificial agent, the previous session content can also be automatically presented to the customer service personnel in the manual agent, so that the customer service personnel can provide the customer with better and faster service.
在上述實施例的基礎上，進一步地，該將該解答轉換為語音之前，還包括：Based on the foregoing embodiment, further, before converting the solution into a voice, the method further includes:
根據該語音資訊確定該第一客戶是否具有專屬客服人員；Determining, according to the voice information, whether the first customer has a dedicated customer service personnel;
若該第一客戶具有專屬客服人員，則該將該解答轉換為語音具體包括：If the first customer has a dedicated customer service, then the solution to the voice specifically includes:
將該解答轉換為與該第一客戶的專屬客服人員的聲音相匹配的語音；Converting the answer to a voice that matches the voice of the first customer's dedicated customer service;
若該第一客戶不具有專屬客服人員，則為該第一客戶分配客服人員，該將該解答轉換為語音具體包括：If the first customer does not have a dedicated customer service agent, the first customer is assigned a customer service personnel, and the solution of the solution to voice specifically includes:
將該解答轉換為與為該第一客戶分配的該客服人員的聲音相匹配的語音。The solution is converted to a voice that matches the voice of the agent who is assigned to the first customer.
具體地，客戶服務系統可以根據語音資訊確定第一客戶是否具有專屬客服人員。例如，該第一客戶是VIP使用者，在前期註冊時可以為其分配專屬客戶服務人員。Specifically, the customer service system can determine whether the first customer has a dedicated customer service personnel based on the voice information. For example, the first customer is a VIP user who can be assigned a dedicated customer service staff during the initial registration.
如果確定第一客戶是否具有專屬客服人員的，則在將問題的解答轉換為語音時，具體將解答轉換為與第一客戶的專屬客服人員的聲音相匹配的語音。示例性地，在確定第一客戶是否具有專屬客服人員時，還可以確定該專屬客服人員具體是誰，並從大資料中調取該專屬客服人員的聲音特徵，並根據該專屬客服人員的聲音特徵將解答轉換為語音。這樣在向第一客戶放音的時候，第一客戶可以更加熟悉該聲音，獲得更好的用戶體驗。If it is determined whether the first customer has a dedicated customer service, when the answer to the question is converted to voice, the answer is specifically converted into a voice that matches the voice of the first customer's dedicated customer service. Exemplarily, when determining whether the first customer has a dedicated customer service staff, it is also possible to determine who the dedicated customer service person is, and retrieve the voice characteristics of the exclusive customer service personnel from the big data, and according to the voice of the exclusive customer service personnel. Features convert answers to speech. In this way, when playing the first customer, the first customer can be more familiar with the sound and get a better user experience.
更加具體地，客戶服務系統至少可以通過以下兩種方式根據第一客戶的語音資訊確定第一客戶是否具有專屬客服人員：More specifically, the customer service system can determine whether the first customer has a dedicated customer service at least according to the voice information of the first customer in two ways:
客戶服務系統可以從該語音資訊中獲取第一客戶的聲紋；根據預存的聲紋與客服人員的對應關係，確定該第一客戶是否具有專屬客服人員。第一客戶可在發起本次呼叫之前，在客戶服務系統中錄入個人資訊以及聲紋，客戶服務系統根據第一客戶的個人資訊確定其是否具有專屬客服人員，如果具有專屬客服人員，還可以確定專屬客服人員的身份。The customer service system can obtain the voiceprint of the first customer from the voice information; and determine whether the first customer has a dedicated customer service personnel according to the correspondence between the pre-stored voiceprint and the customer service personnel. The first customer can enter personal information and voiceprints in the customer service system before initiating the call. The customer service system determines whether it has a dedicated customer service personnel based on the personal information of the first customer, and if there is a dedicated customer service staff, it can also determine The identity of the dedicated customer service staff.
或者，該語音資訊，還包括：該第一客戶的編碼；該根據該語音資訊確定該第一客戶是否具有專屬客服人員，具體包括：從該語音資訊中獲取第一客戶的編碼；根據預存的編碼與客服人員的對應關係，確定該第一客戶是否具有專屬客服人員。客戶服務系統可以預先將每個客戶的編碼與客服人員相關聯的存儲起來。當第一客戶向客戶服務系統發起的呼叫被接通後，第一客戶還可以報出自己的編碼。客戶服務系統利用語音辨識技術獲得第一客戶的編碼，並根據預先存儲的編碼與客服人員的對應關係確定第一客戶是否具有專屬客服人員。Or the voice information further includes: the code of the first client; determining, according to the voice information, whether the first client has a dedicated customer service, specifically: acquiring the code of the first client from the voice information; according to the pre-stored Coding with the customer service personnel to determine whether the first customer has a dedicated customer service staff. The customer service system can pre-store each customer's code in association with the customer service staff. After the first customer initiates a call to the customer service system, the first customer can also report their own code. The customer service system uses the voice recognition technology to obtain the code of the first customer, and determines whether the first customer has a dedicated customer service personnel according to the correspondence between the pre-stored code and the customer service personnel.
此外，在客戶服務系統若無法根據語義調取問題的解答時，可以將呼叫轉接給第一用戶的專屬客服人員，由第一用戶的專屬客服人員為第一客服答疑解問。In addition, if the customer service system cannot answer the question according to the semantics, the call can be transferred to the exclusive customer service staff of the first user, and the first customer's exclusive customer service personnel can answer the first customer service question.
由於在接打電話過程中，由於信號不好或網路故障等原因，在第一客戶過得解答之前呼叫就中斷了，在再次發起呼叫後，第一客戶的專屬客服人員可以接續上次呼叫繼續進行解答，這樣可以進一步地提高服務的效率。此外，用戶體驗也更高。Because during the call, due to poor signal or network failure, the call is interrupted before the first customer answers. After the call is initiated again, the first customer's dedicated customer service can continue the last call. Continue to answer, which can further improve the efficiency of the service. In addition, the user experience is higher.
優選地，在確定第一客戶當前不具有專屬客服人員時，還可在此次呼叫過程中為第一客戶分配專屬客服人員，並將本次分配的第一客戶人員的對應關係相關聯的存儲起來。Preferably, when it is determined that the first customer does not currently have a dedicated customer service personnel, the first customer may be assigned a dedicated customer service personnel during the call, and the corresponding relationship of the first customer personnel assigned in this time is associated with the storage. stand up.
更加具體地，可以根據負載均衡為第一客戶分配專屬客服人員。More specifically, the first customer may be assigned a dedicated customer service based on load balancing.
圖2為本發明客服電話處理裝置實施例一的結構示意圖。如圖2所示，客服電話處理裝置，包括：FIG. 2 is a schematic structural diagram of Embodiment 1 of a customer service telephone processing apparatus according to the present invention. As shown in FIG. 2, the customer service telephone processing device includes:
應答模組201、接收模組202以及疑問解答模組203。The response module 201, the receiving module 202, and the question answering module 203.
其中，應答模組201，用於應答第一客戶發起的呼叫；The response module 201 is configured to respond to a call initiated by the first client.
接收模組202，用於接收該第一客戶的語音資訊，該語音資訊包括該第一客戶提出的問題；The receiving module 202 is configured to receive voice information of the first client, where the voice information includes a question raised by the first client;
疑問解答模組203，用於對該語音資訊進行語義分析，根據該語義調取該問題的解答，將該解答轉換為語音，以及將該語音播放給該第一客戶。The question answering module 203 is configured to perform semantic analysis on the voice information, retrieve the answer to the question according to the semantics, convert the answer into voice, and play the voice to the first client.
本實施例的客服電話處理裝置可以用於執行圖1所示方法實施例的技術方案，其實現原理和技術效果類似，此處不再贅述。The customer service telephone processing device of this embodiment may be used to implement the technical solution of the method embodiment shown in FIG. 1 , and the implementation principle and technical effects thereof are similar, and details are not described herein again.
圖3為本發明客服電話處理裝置實施例二的結構示意圖。如圖3所示，在上述實施例的基礎上，進一步地，還包括：轉接模組204。FIG. 3 is a schematic structural diagram of Embodiment 2 of a customer service telephone processing apparatus according to the present invention. As shown in FIG. 3, based on the foregoing embodiment, further comprising: a switching module 204.
其中，轉接模組204，用於若無法根據該語義調取該問題的解答，則將該呼叫轉入人工坐席，由該人工坐席中的客戶服務人員為該第一客戶提供服務。The transfer module 204 is configured to transfer the call to the manual agent if the answer to the question cannot be retrieved according to the semantics, and the customer service personnel in the manual agent provide services for the first customer.
本實施例的客服電話處理裝置可以用於執行圖1所示方法實施例的技術方案，其實現原理和技術效果類似，此處不再贅述。The customer service telephone processing device of this embodiment may be used to implement the technical solution of the method embodiment shown in FIG. 1 , and the implementation principle and technical effects thereof are similar, and details are not described herein again.
在上述實施例的基礎上，進一步地，該疑問解答模組，還用於：Based on the foregoing embodiment, further, the query module is further configured to:
根據該語音資訊確定該第一客戶是否具有專屬客服人員；Determining, according to the voice information, whether the first customer has a dedicated customer service personnel;
若該第一客戶具有專屬客服人員，則將該解答轉換為與該第一客戶的專屬客服人員的聲音相匹配的語音；If the first customer has a dedicated customer service, the solution is converted into a voice that matches the voice of the first customer's dedicated customer service;
若該第一客戶不具有專屬客服人員，則為該第一客戶分配客服人員，將該解答轉換為與為該第一客戶分配的該客服人員的聲音相匹配的語音。If the first customer does not have a dedicated customer service staff, the first customer is assigned a customer service personnel, and the answer is converted into a voice that matches the voice of the customer service person assigned to the first customer.
在上述實施例的基礎上，進一步地，該疑問解答模組，具體用於：Based on the foregoing embodiment, further, the query module is specifically configured to:
從該語音資訊中獲取第一客戶的聲紋；Obtaining the voiceprint of the first customer from the voice information;
根據預存的聲紋與客服人員的對應關係，確定該第一客戶是否具有專屬客服人員。According to the correspondence between the pre-stored voiceprint and the customer service personnel, it is determined whether the first customer has a dedicated customer service personnel.
在上述實施例的基礎上，進一步地，該語音資訊，還包括：Based on the foregoing embodiment, the voice information further includes:
該第一客戶的編碼；The code of the first customer;
該疑問解答模組，具體用於：The question answering module is specifically used to:
從該語音資訊中獲取第一客戶的編碼；Obtaining the code of the first customer from the voice information;
根據預存的編碼與客服人員的對應關係，確定該第一客戶是否具有專屬客服人員。According to the correspondence between the pre-stored code and the customer service personnel, it is determined whether the first customer has a dedicated customer service personnel.
上述實施例的客服電話處理裝置，均用於對應執行客服電話處理方法，其實現原理和技術效果類似，此處不再贅述。The customer service telephone processing device of the above embodiment is used to execute the customer service telephone processing method correspondingly, and the implementation principle and technical effects thereof are similar, and details are not described herein again.
最後應說明的是：以上實施例僅用以說明本發明的技術方案，而非對其限制；儘管參照前述實施例對本發明進行了詳細的說明，本領域的普通技術人員應當理解：其依然可以對前述各實施例所記載的技術方案進行修改，或者對其中部分技術特徵進行等同替換；而這些修改或者替換，並不使相應技術方案的本質脫離本發明各實施例技術方案的精神和範圍。It should be noted that the above embodiments are only used to illustrate the technical solutions of the present invention, and are not limited thereto; although the present invention has been described in detail with reference to the foregoing embodiments, those skilled in the art should understand that The technical solutions described in the foregoing embodiments are modified, or the equivalents of the technical features are replaced. The modifications and substitutions do not depart from the spirit and scope of the technical solutions of the embodiments of the present invention.
201‧‧‧應答模組
202‧‧‧接收模組
203‧‧‧疑問解答模組
204‧‧‧轉接模組201‧‧‧Response module
202‧‧‧ receiving module
203‧‧‧Question module
204‧‧‧Transfer module
圖1 為本發明客服電話處理方法實施例的流程圖； 圖2 為本發明客服電話處理裝置實施例一的結構示意圖； 圖3 為本發明客服電話處理裝置實施例二的結構示意圖。FIG. 1 is a schematic structural diagram of a method for processing a customer service telephone according to the present invention; FIG. 2 is a schematic structural diagram of a first embodiment of a customer service telephone processing apparatus according to the present invention;
步驟101‧‧‧應答第一客戶發起的呼叫 Step 101‧‧‧Respond to the call initiated by the first customer
步驟102‧‧‧接收該第一客戶的語音資訊，該語音資訊包括該第一客戶提出的問題 Step 102‧‧‧ receiving the voice information of the first customer, the voice information including the question raised by the first customer
步驟103‧‧‧對該語音資訊進行語義分析 Step 103‧‧‧ Semantic analysis of the voice information
步驟104‧‧‧根據該語義調取該問題的解答 Step 104‧‧‧Acquire the answer to the question based on the semantics
步驟105‧‧‧將該解答轉換為語音 Step 105‧‧‧ Convert the solution to speech
步驟106‧‧‧將該語音播放給該第一客戶 Step 106‧‧‧Play the voice to the first customer
Claims (10)
Applications Claiming Priority (1)
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| CN201410498643.3A CN104202491B (en) | 2014-09-25 | 2014-09-25 | Method for handling customer service telephone call and device thereof |
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| HK (1) | HK1205425A2 (en) |
| TW (1) | TWI587282B (en) |
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- 2015-08-26 WO PCT/CN2015/088097 patent/WO2016045479A1/en active Application Filing
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| CN104202491A (en) | 2014-12-10 |
| WO2016045479A1 (en) | 2016-03-31 |
| TWI587282B (en) | 2017-06-11 |
| HK1205425A2 (en) | 2015-12-11 |
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