TW201832159A - Method and device for processing the voice message of returning visit - Google Patents

Abstract

A method and device for processing the voice message of returning visit, includes: getting the question of returning visit; detecting the instruction to play the voice belongs to the question of returning visit; getting every number corresponding to each split part of the question of returning visit; the split parts include part to be determined and determined part; identifying the split parts of the question of returning visit base on the numbers; according to the split parts play the voice; among them, when the split part was determined part, querying the voice recording corresponding to the determined part, playing the voice recording, and add the voice in the phone channel to the client terminal. The method and device above reducing the part need people to speak, improving the accuracy rate of reading the question of returning visit.

Description

Processing method and device for return visit voice information

The present invention relates to the technical field of voice information processing, and in particular, to a processing method and device for returning voice information.

During the telephone business return visit, the customer service staff will return to the customer for the products purchased by the customer. The traditional return visits are performed by the customer service staff by telephone. The telephone return visit is mainly based on the way that the customer service staff manually reports the return visit problems. ongoing.

However, when there are many customers who need to return visits, customer service staff need to prepare a lot of return visits, and the workload of return visits is large. If manual return visits are still used, the return visits will be inefficient. At the same time, due to the need to report the return visits, there are unavoidable broadcast errors when customer personnel manually report the return visits, which affects their work efficiency.

Based on this, it is necessary to provide a method and a device for processing returning voice information in response to the problem of low work efficiency in customer returning visits in the prior art.

An embodiment of the present invention provides a method for processing return visit voice information. The method includes: obtaining a return visit problem; detecting a voice play instruction of the return visit problem; and extracting the voice play instruction when the return visit problem is detected. The corresponding numbers of the problem splitting part in the return visit question; the problem splitting part includes the information pending part and the information fixed part; identifying the problem splitting part in the returning visit question according to the number; splitting according to the identified problem Partially play the voice; when the problem split is identified as the information fixed part, query the recording file corresponding to the information fixed part, play the voice according to the queried recording file, and add the played voice to the words established with the client terminal On the road.

A processing device for returning to visit voice information, the device includes: a problem acquisition module for obtaining a return visit problem; an instruction detection module for detecting a voice playback instruction for the return visit problem; a number extraction module for detecting When the voice playback instruction of the return visit question is received, the respective corresponding numbers of the question splitting part in the return visit question are extracted; the question splitting part includes the information pending part and the information fixed part; the problem identification module is based on the number Identify the problem split part of the return visit question; a voice playback module for playing the voice according to the identified problem split part; wherein, when the problem split part is identified as the information fixed part, query the information fixed Part of the corresponding recording file plays the voice according to the queried recording file, and adds the played voice to the conversation path established with the client terminal.

In the method and device for processing the return visit voice information, when the displayed voice playback instruction of the return visit question is detected, the corresponding number of the problem split part in the return visit question is extracted, and the problem split part includes the information pending part and the information fixed part. The number identifies the problem split part of the return visit question, and plays the voice according to the identified problem split part. Among them, when the identified problem split part is the information fixed part, query the recording file corresponding to the information fixed part, and according to the query, The recorded file plays the voice and adds the played voice to the conversation path established with the client terminal. The fixed part of the information in the return visit problem was replaced with a recording, which reduced the manual broadcast part of the return visit problem, and greatly improved the accuracy of the return visit report.

In order to facilitate the description of the central idea of the present invention in the above-mentioned summary of content, specific embodiments are described below. Various objects in the embodiments are depicted in proportions, sizes, deformations, or displacements suitable for illustration, rather than in proportion to actual elements, which will be described together.

FIG. 1 is a diagram of an application environment of a processing system for returning voice information according to an embodiment of the present invention. Referring to FIG. 1, the processing method of the returned voice information is applied to a processing system of the returned voice information. The processing system for returning voice information includes a client terminal 110, a client terminal 120, and a server 130. The client terminal 120 is connected to the server 130 and the client terminal 110 via a network. The client terminal 110 and the customer service terminal 120 may be fixed terminals or mobile terminals. The fixed terminal may specifically be a fixed phone or desktop computer with a call function, and the mobile terminal may be at least one of a notebook computer, a smartphone, and a tablet computer with a call function. One.

FIG. 2 is a schematic diagram of the internal structure of the customer service terminal 120 in the processing system of the returned voice information of FIG. 1 according to the embodiment of the present invention. As shown in FIG. 2, the customer service terminal 120 includes a processor, a non-volatile storage medium, a memory, a network interface, a display screen, and an input device connected by a system bus. The processor has a computing function and a function of controlling the work of the customer service terminal 120, and the processor is configured to execute a processing method for returning to the voice information. Non-volatile storage media include magnetic storage media and optical storage media.

The non-volatile storage medium stores an operating system and a processing device 700 for returning voice information. The processing device 700 for returning voice information has a functional module for implementing a processing method for returning voice information. The memory provides an operating environment for the operation of the operating system stored in the non-volatile storage medium and the processing device 700 for returning the voice information. The display screen can be a liquid crystal display screen or an electronic ink display screen. The input device includes a touch pad, a trackball, a mouse, and a touch layer overlapping the display screen, wherein the display screen and the touch layer constitute a touch screen. The network interface is used to connect to the network.

As shown in FIG. 3, in one embodiment, a method for processing returning voice information is provided. This embodiment is described by applying the method to the customer service terminal 120. The method specifically includes the following steps:

Step 302 of the processing method of the return visit voice information is to obtain a return visit question.

The customer service personnel logs in to the customer service terminal 120 by inputting the customer service personnel account in the customer service terminal 120 through the input device, and the customer service terminal 120 receives the return visit task assigned by the server 130. The customer service terminal 120 extracts the product identifier from the return visit task, queries the return visit volume corresponding to the product identifier, and obtains the return visit question from the return visit volume. The customer service terminal 120 extracts the identity of the client terminal 110 in the return visit task, and establishes a conversation with the client terminal 110 according to the identity of the client terminal 110. The voice channel is a channel for communication established between the customer service terminal 120 and the client terminal 110.

In one embodiment, when the customer service terminal 120 queries the return visit volume corresponding to the product identifier, it displays the return visit issue number in the return visit volume. The customer service staff selects the displayed return visit question from the displayed return visit question numbers. The customer service terminal 120 receives a selection instruction inputted by the customer service personnel carrying a return visit question number, and queries the return visit question according to the return visit question number carried in the selection instruction, and displays the queried return visit question on the page.

Step 304 of the method for processing the return visit voice information is to detect a voice playback instruction of the return visit problem.

The customer service terminal 120 displays the return visit question on the page, and the page displaying the return visit question is provided with a voice play button, and the voice play button is used to trigger a voice play instruction of the return visit question. The customer service staff can click the voice play button by the input device of the customer service terminal 120, and click the voice play button to trigger the voice play instruction. The customer service terminal 120 detects whether the voice playback instruction of the return visit problem is triggered.

In step 306 of the processing method of the return visit voice information, when the voice playback instruction of the return visit problem is detected, the corresponding number of the problem split portion in the return visit problem is extracted; the problem split portion includes the information pending portion and the information fixed portion.

The number can identify the order in which the problem splits appear in the return visit and the type of problem splits. The problem splitting part is the information part obtained by splitting the return visit question. The problem splitting part includes the information pending part and the information fixed part. When the customer service terminal 120 detects that the voice playback instruction of the return visit problem is triggered, it obtains the title identifier of the return visit question, and queries the corresponding number of the information pending portion and the information fixed portion corresponding to the obtained title identifier, that is, the number of the information pending portion. And the number of the fixed part of the information. The return visit question is divided into information pending part and information fixed part. The information pending part refers to the content in the return visit question that needs to be manually broadcasted by customer service personnel. The information fixed part refers to the corresponding return document in the return visit question. Broadcast, without the need for customer service personnel to manually broadcast the content.

For example, in "Dear Sir / Madam", "Dear" is fixed in the return visit process, which is a fixed part of information. During the return visit, "Mr./Mrs." Needs to be determined according to the actual situation of the client, which is variable information. For information pending.

In step 308 of the processing method of the return visit voice information, the problem split part of the return visit problem is identified according to the number.

The customer service terminal 120 reads the numbers according to the number sequence, and extracts the numbers for the type identification, and the type identification is used to identify the type of the problem split. According to the extracted type identification, the problem is divided into information pending part and information fixed part.

In step 310 of the processing method of returning to the voice information, the part is played according to the identified problem. Among them, when the identified problem is divided into the fixed part of the information, the recording file corresponding to the fixed part of the information is queried. The recorded file plays the voice, and adds the played voice to the conversation path established with the client terminal 110.

When the identified problem is divided into the information pending part, the customer service terminal 120 collects the customer service voice corresponding to the information pending part, and adds the collected voice to the conversation path established with the client terminal 110. When the identified problem is divided into the information fixed part, the customer service terminal 120 queries the recording file corresponding to the information fixed part, plays the voice according to the queried recording file, and adds the played voice to the conversation path established with the client terminal 110.

In one embodiment, when the customer service terminal 120 recognizes that the problem split part is the information pending part, it collects the customer service voice being entered by the customer service personnel corresponding to the information pending part. While collecting the customer service voice, it adds the collected voice to the In the conversation path established by the client terminal 110, the client terminal 110 can hear the customer service voice corresponding to the information to be determined from the client terminal 110.

In one embodiment, when the customer service terminal 120 recognizes that the problem-splitting part is the information fixed part, extracts the number of the information fixed part, queries the recording file corresponding to the number of the information fixed part, and plays the recording according to the queried recording file. While playing the recording, the recorded recording is added to the conversation path established with the client terminal 110, so that the client can hear the recording corresponding to the fixed part of the information from the client terminal 110.

In one embodiment, after the flow step 310 of the method for processing the return visit voice information, the method further includes the following: obtaining a return visit end instruction; extracting the return visit result entered on the page displaying the return visit problem according to the return visit end instruction; and associating the return visit result with the return visit problem A return visit record is generated for the corresponding access volume.

During the return visit process, the customer service personnel inputs the return visit result on the page of the customer service terminal 120 through the input device, and the input return visit result corresponds to the return visit problem. At the end of the return visit, the customer service staff clicks the return visit end button set on the page from the input device to trigger the return visit end instruction. The customer service terminal 120 obtains the return visit end instruction, and extracts the return visit result input in the page according to the return visit end instruction. The customer service terminal 120 queries the return visit volume to which the return visit question belongs, and stores the retrieved return visit result and the retrieved return visit volume in a corresponding storage to generate a return visit record corresponding to the return visit volume. The return visit result may also be stored in correspondence with the identification of the client terminal 110 to generate a return visit record for the customer.

In this embodiment, when the displayed voice playback instruction of the return visit problem is detected, the numbers corresponding to the problem split parts in the return visit question are extracted. The problem split part includes an information pending part and a fixed information part, and the return visit issue is identified according to the number. The problem is divided into parts, and the voice is played according to the identified problem. Among them, when the identified problem is divided into the information fixed part, the recording file corresponding to the information fixed part is queried, and the voice is played according to the queried recording file. And add the played voice to the conversation path established with the client terminal 110. The fixed part of the information in the return visit problem was replaced with a recording, which reduced the manual broadcast part of the return visit problem, and greatly improved the accuracy of the return visit report.

As shown in FIG. 4, in one embodiment, after step 302 of the flow of the method for processing the return visit voice information, a step of splitting the return visit problem is further included. The steps specifically include the following:

Step 402 of the process of splitting a return visit question, to obtain a problem splitting instruction corresponding to the return visit question.

The customer service personnel enter the problem splitting instruction from the customer service terminal 120. The problem splitting instruction is used to split the return visit problem into the information pending part and the information fixed part. The problem splitting instruction includes the problem splitting information. Includes the start and end positions of the return visit question identification, information pending part, and information fixed part in the return visit issue.

Step 404 of the process of splitting the return visit question, according to the problem split instruction, the return visit question is divided into the information pending part and the information fixed part, and the information is determined according to the order in which the information pending part and the information fixed part appear in the return visit question, and the information is pending The number of the part and the information fixed part are stored corresponding to the return visit question.

After the customer service terminal 120 obtains the problem split instruction corresponding to the return visit problem, the return visit problem is divided into the information pending portion and the information fixed portion according to the split information in the problem split instruction, and the return visit is performed according to the information pending portion and the information fixed portion. The order in which the questions appear is numbered, and the number can include a type-type tag. The information of the information pending part and the information fixed part are stored corresponding to the return visit question, and the title identifier of the return visit question can be obtained, and the information fixed part number of the information pending part and the return visit question subject ID are stored in correspondence.

Step 406 of the process of splitting the return visit problem is to record the voice of the fixed part of the information to obtain a recording file, and store the recorded file corresponding to the number of the fixed part of the information.

After the customer service terminal 120 divides the return visit question into the information pending part and the information fixed part, the voice of the information fixed part is collected, and the collected voice is recorded into a recording file, and the recorded recording file is stored in correspondence with the information fixed part number. .

In one embodiment, the server 130 specifically includes a remote storage server and a local cache server. The customer service staff member logs in a customer service staff account in the customer service terminal 120, and the customer service staff member inputs the fixed voice of the information through the input device. The customer service terminal 120 records the input voice of the fixed part of the information to generate a recording file, obtains the number of the fixed part of the information and the account number of the customer service staff, and uploads the recorded file, the number of the fixed part of the information, and the account number of the customer service staff to the remote storage server. The remote storage server identifies the area corresponding to the customer service personnel account, queries the local cache server corresponding to the area, and periodically sends the recording file corresponding to the customer service personnel account to the local cache server. The customer service terminal 120 inquires the recording file in the local cache server.

In this embodiment, the information pending part and the information fixed part are obtained by splitting the return visit problem, and the numbers are arranged according to the order in which the information pending part and the information fixed part appear in the return visit issue to ensure the correctness of the information pending part and the information fixed part. Sequentially, the voice of the fixed part of the information is recorded to obtain a recording file. The recorded file is stored in correspondence with the number of the fixed part of the information. The recording in the recording file can be used to replace the content of the manual play, which reduces the reporting errors during the manual and provides a return visit broadcast. Accurate process and efficiency.

As shown in FIG. 5, in one embodiment, after step 302 of the flow of the method for processing a return visit voice information, a step of displaying a return visit question is further included, and the steps specifically include the following:

The process step 502 of displaying the return visit question is to extract the problem split information of the return visit question.

The customer service terminal 120 generates problem split information when the return visit problem is split. The problem split information includes the starting position information corresponding to the information pending portion and the fixed information portion of the return visit problem. Identify the corresponding store. The problem split information can be stored in the customer service terminal 120 or in the server 130. The customer service terminal 120 obtains the identifier of the return visit question, and queries the problem split information corresponding to the identifier of the return visit question in the stored problem split information.

The process step 504 of displaying the return visit question is to determine the information pending part and the information fixed part of the return visit question according to the problem split information.

After extracting the problem split information, the customer service terminal 120 parses the problem split information to obtain the starting position information corresponding to the information pending part and the fixed information part, and determines the information pending part and information in the return visit question based on the starting position information. Fixed part. The specific information of the starting position can be the number of the treasure line and the number of characters, which can be the information of the characters in the several rows to the characters in the several rows.

In step 506 of displaying the return visit problem, the information pending portion is distinguished from the information fixed portion.

After determining the information pending part and the information fixed part in the return visit problem, the customer service terminal 120 displays the information pending part and the information fixed part separately. The customer service terminal 120 may specifically display any of the information to-be-determined portions, add parentheses, add background colors, add underlines, bold or italics, and display a specific portion of the information separately from a fixed portion of the information. The customer service terminal 120 may also display any of the information fixed part by highlighting, adding a background color, adding parentheses, adding an underline, bolding or italics, and displaying the information fixed part and the information pending part differently.

In this embodiment, after the information pending part and the information fixed part in the return visit problem are determined, the information pending part and the information fixed part are displayed differently, and the difference display is performed so that the customer service staff understands the structure of the return visit problem and determines the input of the customer service voice. At the time point, the seamless connection between the voice of the customer service part of the information to be determined and the recording of the fixed part of the information was achieved.

As shown in FIG. 6, in one embodiment, the process step 308 of the processing method of the returning voice information specifically includes a step of querying a recording file, and the step specifically includes the following content:

Step 602 of querying the recording file is to obtain the account number and the fixed part number of the registered customer service personnel.

Step 604 of querying the recording file is to generate a file query request according to the account number of the customer service staff and the fixed number of the information, and send the file query request to the server 130.

The customer service personnel logs in the customer service personnel account on the customer service terminal 120. The customer service terminal 120 obtains the registered customer service personnel account number and the information fixed part number, generates a file query request according to the registered customer service personnel account number and the information fixed part number, and sends the file query request to the server 130. The file query request is used to query the recording file, and the recording file is stored in the server 130 corresponding to the registered customer service account number and the fixed number of the information. The number of the information fixed part specifically includes the identification of the return visit document, the number of the return visit question, and the information fixed part number.

In step 606 of the process of querying the recording file, the receiving server 130 searches for the recording file according to the account number of the customer service staff and the number of the fixed part of the information in the file query request.

After receiving the file query request sent by the customer service terminal 120, the server 130 analyzes the file query request, extracts the customer service account number and the fixed number of the information in the file query request, and first queries the recording file corresponding to the customer service account. Search the recording file corresponding to the fixed number of the information in the recording file corresponding to the customer service account. The server 130 sends the inquired recording file to the customer service terminal 120. The customer service terminal 120 receives the query recording file returned by the server 130.

In this embodiment, because the voice of different customer service is different, when querying the recording file, query the recording file corresponding to the account of the customer service personnel, and when playing back the visit question, ensure that the sound in the recording file is consistent with the sound in the collected voice. Query the recording file according to the number of the fixed part of the information, which improves the query accuracy and query efficiency of the recording file.

As shown in FIG. 7, in one embodiment, a processing device 700 for returning voice information is provided. The device specifically includes: a problem acquisition module 702, an instruction detection module 704, a number extraction module 706, and a problem identification module. 708 and voice playback module 710.

The question acquisition module 702 is configured to acquire a return visit question.

An instruction detection module 704 is configured to detect a voice playback instruction of a return visit problem.

The number extracting module 706 is configured to extract a corresponding number of the problem split part of the return visit question when a voice playback instruction of the return visit question is detected; the problem split part includes an information pending part and an information fixed part.

The problem identification module 708 identifies a problem split part of the return visit problem according to the number.

The voice playback module 710 is configured to play a voice according to the identified problem. Among them, when it is identified that the problem is divided into a fixed part of information, query a recording file corresponding to the fixed part of the information, and play the recorded file according to the query. Voice, and add the played voice to the conversation path established with the client terminal 110.

In this embodiment, when the displayed voice playback instruction of the return visit problem is detected, the numbers corresponding to the problem split parts in the return visit question are extracted. The problem split part includes an information pending part and a fixed information part, and the return visit issue is identified according to the number. The question is divided into parts, and the voice is played according to the identified issues. Among them, when the identified question is divided into the information fixed part, the recording file corresponding to the information fixed part is queried, and the voice is played according to the query recorded file And add the played voice to the conversation path established with the client terminal 110. The fixed part of the information in the return visit problem was replaced with a recording, which reduced the manual broadcast part of the return visit problem, and greatly improved the accuracy of the return visit report.

As shown in FIG. 8, in one embodiment, the processing device 700 for returning to visit the voice information specifically further includes: an instruction obtaining module 712, a problem splitting module 714, a voice recording module 716, an end instruction obtaining module 718, and a return visit. The result extraction module 720 and the return visit record generation module 722.

An instruction obtaining module 712 is configured to obtain a problem split instruction corresponding to a return visit problem.

The problem splitting module 714 is configured to split a return visit issue into an information pending part and an information fixed part according to the problem split instruction, and number the information pending part and the information fixed part in the return visit issue order, and the information is pending. The number of the part and the information fixed part are stored corresponding to the return visit question.

The voice recording module 716 is configured to record the voice of the information fixed part to obtain a recording file, and store the recording file corresponding to the number of the information fixed part.

The end instruction obtaining module 718 is configured to obtain an end instruction of return visit.

The return visit result extraction module 720 is configured to extract the return visit result input on the page displaying the return visit question according to the return visit end instruction.

The return visit record generating module 722 is configured to generate a return visit record by storing the return visit result and the return visit volume corresponding to the return visit problem.

In this embodiment, the information pending part and the information fixed part are obtained by splitting the return visit problem, and the numbers are arranged according to the order in which the information pending part and the information fixed part appear in the return visit issue to ensure the correctness of the information pending part and the information fixed part. Sequentially, the voice of the fixed part of the information is recorded to obtain a recording file. The recorded file is stored in correspondence with the number of the fixed part of the information. The recording in the recording file can be used to replace the content of the manual play, which reduces the reporting errors during the manual and provides a return visit broadcast. Accurate process and efficiency.

As shown in FIG. 9, in one embodiment, the processing device 700 for returning to the voice information further specifically includes an information extraction module 724, a partial determination module 726, and a distinguishing display module 728.

The information extraction module 724 is used for extracting the problem split information of the return visit problem.

The part determination module 726 is configured to determine the information pending part and the information fixed part of the return visit problem according to the problem split information.

The distinguishing display module 728 is configured to distinguishly display the information pending portion and the fixed information portion.

In this embodiment, after the information pending part and the information fixed part in the return visit problem are determined, the information pending part is displayed differently from the information fixed part, and the difference is displayed so that the customer service staff understands the structure of the return visit problem and determines the input of the customer service voice At the time point, the seamless connection between the voice of the customer service part of the information to be determined and the recording of the fixed part of the information was achieved.

As shown in FIG. 10, in one embodiment, the voice playback module 710 specifically includes a number obtaining module 710a, a request generating module 710b, and a file receiving module 710c.

The number acquisition module 710a is configured to acquire the login customer service account number and the information fixed part number.

The request generation module 710b is configured to generate a file query request according to the account number of the customer service staff and the fixed number of the information, and send the file query request to the server 130.

The file receiving module 710c is configured to receive the recording file inquired by the server 130 according to the account number of the customer service staff and the number of the fixed part of the information in the file query request.

In this embodiment, because the voice of different customer service is different, when querying the recording file, query the recording file corresponding to the account of the customer service staff, and when playing the return visit question, ensure that the sound in the recording file is consistent with the sound in the collected voice. Query the recording file according to the number of the fixed part of the information, which improves the query accuracy and query efficiency of the recording file.

Those of ordinary skill in the art can understand that the implementation of all or part of the processes in the method in the foregoing embodiment can be accomplished by computer programs instructing related hardware, and the computer programs can be stored in a computer-readable storage medium. When the program is executed, it may include the processes of the implementation methods of the foregoing methods. The foregoing storage medium may be a non-volatile storage medium such as a magnetic disk, an optical disk, and a read-only memory (Read-Only Memory, ROM).

The above-mentioned embodiments are only used to illustrate the present invention, and are not intended to limit the scope of the present invention. Various modifications or changes which do not violate the spirit of the present invention belong to the scope of the present invention.

110‧‧‧Customer terminal

120‧‧‧Customer Service Terminal

130‧‧‧Server

302, 304, 306, 308, 310‧‧‧ Process steps of the method for processing the returned voice information

402, 404, 406‧‧‧‧ Steps to split the return visit

502, 504, 506‧‧‧ show the process steps of the return visit question

602, 604, 606‧‧‧ query process steps

700‧‧‧Revisited voice information processing device

702‧‧‧ Question Acquisition Module

704‧‧‧Command detection module

706‧‧‧number extraction module

708‧‧‧Issue Identification Module

710‧‧‧Voice playback module

710a‧‧‧ number acquisition module

710b‧‧‧Request generation module

710c‧‧‧File receiving module

712‧‧‧Instruction acquisition module

714‧‧‧Question split module

716‧‧‧Voice recording module

718‧‧‧End instruction acquisition module

720‧‧‧Revisit result extraction module

722‧‧‧Revisit record generation module

724‧‧‧Information Extraction Module

726‧‧‧Partially determined module

728‧‧‧Differential display module

FIG. 1 is a diagram of an application environment of a processing system for returning voice information according to an embodiment of the present invention. FIG. 2 is a structural block diagram of a customer service terminal in a system for processing a return visit voice information according to an embodiment of the present invention. FIG. 3 is a schematic flow chart of a method for processing returning voice information according to an embodiment of the present invention. FIG. 4 is a schematic flowchart of steps for splitting a return visit problem according to an embodiment of the present invention. FIG. 5 is a schematic flow chart showing steps of a return visit problem according to an embodiment of the present invention. FIG. 6 is a schematic flowchart of a step of querying a recording file according to an embodiment of the present invention. FIG. 7 is a structural block diagram of a processing device for returning voice information according to an embodiment of the present invention. FIG. 8 is a structural block diagram of a processing device for returning voice information according to an embodiment of the present invention. FIG. 9 is a structural block diagram of a processing device for returning voice information according to an embodiment of the present invention. FIG. 10 is a structural block diagram of a voice playback module according to an embodiment of the present invention.

Claims (10)

A method for processing a return visit voice information includes: acquiring a return visit problem; detecting a voice playback instruction of the return visit problem; and detecting a voice playback instruction of the return visit problem, extracting a corresponding part of the problem split in the return visit problem The question splitting part includes the information pending part and the information fixing part; identifying the question splitting part of the return visit question according to the number; splitting the part to play the voice according to the identified question; When the problem is divided into the information fixed part, query the recording file corresponding to the information fixed part, play the voice according to the found recording file, and add the played voice to the conversation path established with the client terminal. The method for processing the return visit voice information according to claim 1, after obtaining the return visit question, further comprising: obtaining a problem split instruction corresponding to the return visit question; and splitting the return visit question according to the problem split instruction Are the information pending part and the information fixed part, and are numbered according to the order in which the information pending part and the information fixed part appear in the return visit problem, and the numbers of the information pending part and the information fixed part correspond to The return visit problem is stored; the voice of the information fixed part is recorded to obtain a recording file, and the recorded file is stored in correspondence with the number of the information fixed part. The method for processing the return visit voice information according to claim 1, after obtaining the return visit question, further comprising: extracting the problem split information of the return visit question; determining the information of the return visit question based on the problem split information to be determined Part and information fixed part; displaying the information pending part and the information fixed part separately. The method for processing returning voice information according to claim 1, wherein the querying the recording file corresponding to the information fixed part comprises: obtaining a registered customer service staff account number and the information fixed part number; according to the customer service staff Generate a file query request by the account number and the number of the information fixed part, and send the file query request to the server; receive the server query based on the customer service account number and the number of the information fixed part in the file query request. Recording files. According to the method for processing the revisited voice information according to any one of claims 1 to 4, after adding the played voice to the conversation path established with the client terminal, the method further includes: obtaining a revisit end instruction; and extracting and displaying the display according to the revisit end instruction. The return visit result entered in the page of the return visit question; and storing the return visit record in correspondence with the return visit volume to which the return visit question belongs. A processing device for revisiting voice information includes: a problem acquiring module for acquiring a revisiting problem; an instruction detection module for detecting a voice play instruction of the revisiting problem; a number extracting module for detecting the When the voice playback instruction of the return visit question is extracted, the corresponding number of the problem split part in the return visit question is extracted; the problem split part includes an information pending part and an information fixed part; a problem recognition module, which identifies the problem according to the number Return to the question splitting part of the question; Voice playback module is used to play the voice according to the identified question splitting part; wherein when the problem splitting part is identified as the information fixed part, query the corresponding information fixed part The recording file plays the voice according to the queried recording file, and adds the played voice to the conversation path established with the client terminal. The processing device for revisiting the voice information according to claim 6, further comprising: an instruction obtaining module for obtaining a problem splitting instruction corresponding to the returning question; a problem splitting module for splitting according to the problem The instruction divides the returning question into an information pending part and a fixed information part, and numbers the information pending part and the fixed information part in the order of appearance of the returning question, and the information pending part and the fixed part are numbered. The number of the information fixed part is stored corresponding to the return visit problem; a voice recording module is used to record the voice of the information fixed part to obtain a recording file, and the recording file is corresponding to the number of the information fixed part storage. The processing device for revisiting the voice information according to claim 6, further comprising: an information extraction module for extracting the problem split information of the return visit problem; and a part of the determination module for determining the problem split information based on the problem split information. The information pending part and the information fixed part of the return visit question; a distinguishing display module, configured to display the information pending part and the information fixed part in a differentiated manner. The processing device for revisiting voice information according to claim 6, wherein the voice playback module includes: a number obtaining module for obtaining a registered customer service account number and a number of the fixed part of the information; a request generating module, It is configured to generate a file query request according to the customer service account number and the fixed number of the information, and send the file query request to the server; a file receiving module is configured to receive the server according to the document query request according to the Customer service account number and the fixed number of the information inquired. The processing device for revisiting voice information according to any one of claims 6 to 9, further comprising: an end instruction acquisition module for acquiring a return visit end instruction; a return visit result extraction module for extracting a display according to the return visit end instruction The return visit result input on the page of the return visit question; a return visit record generating module is configured to store the return visit result and a return visit volume to which the return visit question belongs to generate a return visit record.