TWM590333U - Automatic call distribution system - Google Patents

Abstract

An automatic call distribution system is provided. The automatic call distribution system includes a controller, a storage medium, and a transceiver. The controller receives, via the transceiver, a phone call from a phone station, and access and executes a plurality of modules in the storage medium, wherein the plurality of modules include a language identification module, a semantic analysis module, a voice customer service module, and a phone call forwarding module. The language identification module identifies a language corresponding to the phone call according to the phone call. The semantic analysis module identifies a phone call content of the phone call according to the phone call and the language. The voice customer service module enables an automated voice customer service in response to the phone call content is matched with a default key word. The phone call forwarding module forwards the phone call to an attendant console corresponding to the language in response to the automated voice customer service is not been enabled or the automated voice customer service is been canceled.

Description

Automatic call distribution system

The present disclosure relates to a telephone communication technology, and particularly to an automatic call distribution system.

In order to reduce labor costs, many company lines use automated voice customer service systems (automated voice customer service) to serve customers. As long as it is a simple question, customers can get a simple service or answer through the automatic voice customer service system. When the problem that the customer needs to deal with is more complicated, the customer can instruct the automatic voice system to transfer to the switchboard to be served by the customer service staff.

However, with the development of globalization, the automatic voice customer service system or customer service personnel who only use one language has gradually been unable to cope with all customers of different nationalities. If the automatic voice customer service system is configured to support multiple languages, the automatic voice customer service system will need to instruct the customer to select a preferred language, thereby wasting much time for the customer. On the other hand, hiring customer service personnel who are proficient in multiple languages will also significantly increase the company's labor costs.

In view of this, the present disclosure provides an automatic call distribution (ACD) system, which can automatically assign a suitable attendant console (attendant console) to the client according to the client's language.

The disclosed automatic call distribution system is coupled to a telephone station. The automatic call distribution system includes a controller, a storage medium, and a transceiver. The transceiver is coupled to the telephone station. The storage medium stores multiple modules. The controller is coupled to the storage medium and the transceiver. The controller receives calls from the telephone station through the transceiver and accesses and executes multiple modules. The multiple modules include: language recognition module, semantic analysis module, and voice Customer service module and call transfer module. The language recognition module recognizes the language corresponding to the call according to the call. The semantic analysis module recognizes the content of the call based on the call and language. The voice customer service module enables automatic voice customer service in response to the call content matching the preset keyword. The call transfer module transfers the call to the corresponding language service station according to the language in response to the automatic voice customer service not being enabled or the automatic voice customer service being canceled.

In an embodiment of the present disclosure, the above-mentioned language recognition module further generates voiceprint information corresponding to the call according to the call, and the call transfer module further transfers the call to the message corresponding to the voiceprint information based on the voiceprint information Service station.

In an embodiment of the present disclosure, the above voiceprint information is related to accent, age or gender.

In an embodiment of the present disclosure, the call transfer module described above further transfers the call to the messaging station corresponding to the preset keyword in response to the call content matching the preset keyword.

In an embodiment of the present disclosure, the above-mentioned multiple modules further include a verification module. The verification module determines that the user of the phone station is a legitimate user in response to both the phone number and voiceprint information corresponding to the phone station matching the customer data preset in the storage medium.

In an embodiment of the present disclosure, the above call transfer module records the customer data corresponding to the telephone station in the storage medium in response to transferring the call to the messaging station, where the customer data is associated with the telephone of the telephone station The number and the traffic type corresponding to the traffic station.

In an embodiment of the present disclosure, the aforementioned voice customer service module cancels the automatic voice customer service in response to the telephone station not answering while the automatic voice customer service is activated.

In an embodiment of the present disclosure, the aforementioned voice customer service module cancels the automatic voice customer service in response to the dial signal from the telephone station.

In an embodiment of the present disclosure, the above-mentioned language recognition module recognizes language and generates voiceprint information based on machine learning technology, and the semantic analysis module recognizes call content based on machine learning technology.

Based on the above, the disclosed automatic call distribution system can not only serve customers who use different languages, but also select dedicated customer service personnel for customers based on their voiceprint information, thereby improving customer satisfaction with customer service.

In order to make the contents of the disclosure easier to understand, the following specific embodiments are taken as examples on which the disclosure can indeed be implemented. In addition, wherever possible, elements/components/steps with the same reference numerals in the drawings and embodiments represent the same or similar components.

FIG. 1 illustrates a schematic diagram of an automatic call distribution system 100 according to an embodiment of the present disclosure. The automatic call distribution system 100 may include a controller 110, a storage medium 120, and a transceiver 130.

The controller 110 is, for example, a central processing unit (CPU), or other programmable general-purpose or special-purpose micro-control unit (MCU), microprocessor (microprocessor), and digital signal processing (Digital signal processor, DSP), programmable controller, application specific integrated circuit (ASIC), graphics processing unit (GPU), arithmetic logic unit (ALU) , Complex programmable logic device (CPLD), field programmable gate array (FPGA) or other similar components or a combination of the above components. The controller 110 may be coupled to the storage medium 120 and the transceiver 130, and may access and execute multiple modules or various application programs stored in the storage medium 120.

The storage medium 120 is, for example, any type of fixed or removable random access memory (RAM), read-only memory (ROM), flash memory (flash memory) , A hard disk drive (HDD), a solid state drive (SSD), or a similar component or a combination of the above components, and is used to store multiple modules or various application programs that can be executed by the controller 110. In this embodiment, the storage medium 120 may store multiple modules including a language recognition module 121, a semantic analysis module 122, a voice customer service module 123, a call transfer module 124, and a verification module 125. Their functions will be For subsequent descriptions.

The transceiver 130 transmits and receives signals in a wireless or wired manner. The transceiver 130 may also perform operations such as low noise amplification, impedance matching, frequency mixing, up or down frequency conversion, filtering, amplification, and the like. The transceiver 130 may be coupled to a telephone station, so that the controller 110 receives a call from the telephone station through the transceiver 130.

FIG. 2 is a schematic diagram illustrating that the automatic call distribution system 100 enables automatic voice customer service or transfer to a communication station (for example, one of the communication stations 310, 320, or 330) according to the embodiment of the present disclosure. In this embodiment, the automatic call distribution system 100 can transfer the telephone station 200 to one of the three communication stations, but the disclosure is not limited to this. For example, the communication station coupled to the automatic call distribution system 100 may be N communication stations, where N is any positive integer.

When a customer wants to use the telephone service, the customer can dial a customer service line to the automatic call distribution system 100 through a telephone station 200. After the automatic call distribution system 100 receives the call from the telephone station 200, the language recognition module 121 can recognize the language corresponding to the call according to the call. Then, the semantic analysis module 122 can further identify the call content of the call based on the call and the language corresponding to the call (for example: based on machine learning technology). After recognizing the call content, the voice customer service module 123 may enable the automatic voice customer service corresponding to the preset keyword for the customer of the telephone station 200 in response to the call content matching the preset keyword.

For example, the language recognition module 121 can recognize that the language used by the user of the telephone station 200 is Chinese according to a speech recognition model based on machine learning technology. Next, the semantic analysis module 122 can recognize the call content according to the Chinese speech recognition model based on machine learning technology. The voice customer service module 123 can activate automatic voice customer service corresponding to the "credit card" business for the customer in response to the call content matching the preset keyword "credit card" to serve the customer.

In one embodiment, the automatic call distribution system 100 may only serve specific customers. Specifically, the storage medium 120 further includes a verification module 125. The verification module 125 may determine that the user of the phone station 200 is a legitimate user in response to both the phone number and voiceprint information of the phone station 200 matching the customer data preset in the storage medium 120. The automatic call distribution system 100 can further enable a suitable automatic voice customer service for the customer or transfer the customer's call to a suitable communication station.

In an embodiment, automatic voice customer service may not be enabled or canceled by the user of the telephone station 200 after activation. For example, if the customer does not mention any of the default keywords stored in the storage medium 120 during the call, the voice customer service module 123 will not be able to determine the type of service that the customer needs to use, and therefore will not be able to activate the appropriate Automatic voice customer service. As another example, if the customer does not want to use automatic voice customer service but wants to communicate directly with the customer service personnel, the customer can send a dialing signal to the automatic call distribution system 100 through the telephone station 200. The voice customer service module 123 will cancel the automatic voice customer service in response to the dial signal from the telephone station 200. On the other hand, the voice customer service module 123 may also cancel the automatic voice customer service in response to the telephone station 200 not responding during the period when the automatic voice customer service is activated.

The call forwarding module 124 may transfer calls from the telephone station 200 to the communication corresponding to the language according to the language used by the user of the telephone station 200 in response to the automatic voice customer service not being enabled or the automatic voice customer service being canceled station. For example, if the communication station 310 and the communication station 320 correspond to Chinese, and the communication station 330 corresponds to English, the call forwarding module 124 may convert the telephone station according to the language used by the telephone station 200 for the call is Chinese The call of 200 is transferred to one of the communication station 310 and the communication station 320, so that the customer service personnel who use the same language as the customer can serve the customer.

In an embodiment, different messaging stations may correspond to different types of customers. For example, even if both the communication station 310 and the communication station 320 correspond to customer service in Chinese, the communication station 310 and the communication station 320 can still be distinguished as serving different customer groups. Specifically, when the automatic call distribution system 100 is talking with the telephone station 200, the language recognition module 121 can generate voiceprint information corresponding to the call according to the call (for example: based on machine learning technology), so that the call transfer module 124 It can analyze voiceprint information (for example, based on machine learning technology) and transfer calls to the voice station corresponding to voiceprint information based on voiceprint information. Voiceprint information is related to accent, age, or gender, but this disclosure does not Limited to this.

For example, assuming that the user of the telephone station 200 is a relatively old Chinese user, the call forwarding module 124 can determine that the user of the telephone station 200 is relatively old according to the voiceprint information, and then from two Chinese communication stations Among the 310 and 320, a communication station 310 having a customer service staff who is better at communicating with elders is selected to serve the users of the telephone station 200. As another example, assuming that the language used by the user of the telephone station 200 is a dialect of a specific region, the call forwarding module 124 can determine the accent of the user of the telephone station 200 based on the voiceprint information, and then from the two Chinese messages Among the service stations 310 and 320, a service station 310 with a customer service person who is better at the dialect of the specific region is selected to serve the user of the phone station 200.

In an embodiment, different communication stations may correspond to different preset keywords. For example, it is assumed that the messaging station 310 and the messaging station 320 correspond to customer service personnel using Chinese, the messaging station 310 corresponds to a credit card service, and the messaging station 320 corresponds to a credit loan service. If the user of the telephone station 200 is a Chinese user who wants to handle credit card business, the call forwarding module 124 can respond to the call of the telephone station 200 in response to the call content of the user of the telephone station 200 matching the preset keyword "credit card" Transfer to the communication station 310.

In an embodiment, after a customer has used the automatic call distribution system 100, the automatic call distribution system 100 can record the customer information of the customer. When the customer calls again next time, the automatic call distribution system 100 can activate the appropriate automatic voice customer service for the customer or transfer the customer to the appropriate communication station based on the customer data. Specifically, the call transfer module 124 may respond to transfer the call of the telephone station 200 to, for example, the communication station 310 and transfer the customer data including the telephone number of the telephone station 200 and the communication type corresponding to the communication station 310 It is recorded in the storage medium 120, where the type of communication can be classified according to factors such as the voiceprint information of the customer, the type of business handled by the customer, or the language used by the customer. When the user of the telephone station 200 calls again next time, the call forwarding module 124 can enable a suitable automatic voice customer service for the customer according to the customer's customer information or transfer the customer to a suitable telecommunications station. In this way, the step of recognizing the language corresponding to the call by the language recognition module 121 can be omitted, the step of recognizing the content of the call from the semantic analysis module 122 according to the language of the call and the corresponding call can be omitted, or the voice service module 123 can save Steps to match with preset keywords to enable customers to automatically activate automated voice customer service or transfer to a kiosk faster.

FIG. 3 illustrates a flowchart of an automatic call distribution method according to an embodiment of the present disclosure, wherein the automatic call distribution method may be implemented by the automatic call distribution system 100 shown in FIG. 1. In step S301, a call from the telephone station is received. In step S302, the language corresponding to the call is recognized based on the call. In step S303, the call content of the call is recognized based on the call. In step S304, in response to the call content matching the preset keyword, the automatic voice customer service is enabled. In step S305, in response to the automatic voice customer service not being enabled or the automatic voice customer service being canceled, the call is transferred to the communication station corresponding to the language according to the language.

In summary, the automatic call distribution system of the present disclosure can recognize the language used by the telephone station according to the call, and automatically select the applicable automatic language customer service for the user of the telephone station. When the customer wants to communicate with the customer service staff, the automatic call distribution system can transfer the call to the appropriate communication station according to the language used by the customer. In addition, the automatic call distribution system can also select a messaging station for customers based on their voiceprint information. For example, if the customer is older, the automatic call distribution system can transfer the customer to the information station of the customer service staff with better communication ability with the elders. Therefore, the disclosed automatic call distribution system can not only serve customers who use different languages, but also select dedicated customer service personnel for customers based on their voiceprint information, thereby improving customer satisfaction.

100‧‧‧Automatic Call Distribution System 110‧‧‧Controller 120‧‧‧storage media 121‧‧‧Language Recognition Module 122‧‧‧Semantic Analysis Module 123‧‧‧Voice Customer Service Module 124‧‧‧Call transfer module 125‧‧‧Verification module 130‧‧‧Transceiver 200‧‧‧Telephone Station 310, 320, 330 ‧‧‧ Communications Station S301, S302, S303, S304, S305

FIG. 1 illustrates a schematic diagram of an automatic call distribution system according to an embodiment of the present disclosure. FIG. 2 illustrates a schematic diagram of an automatic call distribution system enabling automatic voice customer service or transferring a call station for a telephone station according to an embodiment of the present disclosure. FIG. 3 illustrates a flowchart of an automatic call distribution method according to an embodiment of the present disclosure.

100‧‧‧Automatic Call Distribution System

110‧‧‧Controller

120‧‧‧storage media

121‧‧‧Language Recognition Module

122‧‧‧Semantic Analysis Module

123‧‧‧Voice Customer Service Module

124‧‧‧Call transfer module

125‧‧‧Verification module

130‧‧‧Transceiver

Claims (9)

An automatic call distribution system, coupled to a telephone station, the automatic call distribution system includes: A transceiver, coupled to the telephone station; Storage media to store multiple modules; and A controller coupled to the storage medium and the transceiver, wherein the controller receives a call from the telephone station through the transceiver, and accesses and executes the plurality of modules, wherein the plurality of Modules include: The language recognition module recognizes the language corresponding to the call according to the call; The semantic analysis module recognizes the content of the call based on the call and the language; A voice customer service module, enabling automatic voice customer service in response to the call content matching the preset keyword; and The call transfer module, in response to the automatic voice customer service not being activated or the automatic voice customer service being canceled, transfers the call to the communication station corresponding to the language according to the language. The automatic call distribution system according to item 1 of the patent application scope, wherein the language recognition module further generates voiceprint information corresponding to the call according to the call, and the call transfer module further according to the call Voiceprint information transfers the call to the messaging station corresponding to the voiceprint information. The automatic call distribution system as described in item 2 of the patent application scope, wherein the voiceprint information is related to accent, age or gender. The automatic call distribution system as described in item 1 of the patent application range, wherein the call transfer module further transfers the call to the call corresponding to the call in response to the call content matching the preset keyword The communication station with a preset keyword. The automatic call distribution system as described in item 2 of the patent application scope, wherein the plurality of modules further includes: The verification module determines that the user of the phone station is a legitimate user in response to both the phone number corresponding to the phone station and the voiceprint information matching the customer data preset in the storage medium. The automatic call distribution system according to item 1 of the patent application scope, wherein the call transfer module records customer data corresponding to the telephone station in response to transferring the call to the messaging station In the storage medium, the customer data is associated with the telephone number of the telephone station and the traffic category corresponding to the traffic station. The automatic call distribution system according to item 1 of the patent application scope, wherein the voice customer service module cancels the automatic voice customer service in response to the telephone station not answering while the automatic voice customer service is activated. The automatic call distribution system according to item 1 of the patent application scope, wherein the voice customer service module cancels the automatic voice customer service in response to a dial signal from the telephone station. The automatic call distribution system according to item 2 of the patent application scope, wherein the language recognition module recognizes the language and generates the voiceprint information based on machine learning technology, wherein the semantic analysis module is based on the machine Learning technology recognizes the content of the call.

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