TWM623653U - Intelligent Voice System - Google Patents

Abstract

An intelligent voice system includes an intelligent voice robot system, and a telephone voice system and a background system electrically connected to the intelligent voice robot system. When the intelligent voice system executes an intelligent robot core body assisting program, the intelligent voice robot system selects at least one of a plurality of standard question bank questions, and transmits it to the first telephone device through the telephone voice system, and corresponds to Whether the reply content of a question is consistent with the corresponding one of a plurality of standard answers, and then generate a judgment result, and then notify the telephone voice system to establish a connection between the first telephone device and a second telephone device, thereby enabling a The customer service personnel can talk to the customer according to the judgment result.

Description

Intelligent Voice System

The present invention relates to a voice system, in particular to an intelligent voice system equipped with an intelligent voice robot system to assist in providing voice services.

After receiving a call from a customer, the existing customer service staff in the financial industry will select 2 to 4 questions in the standard question bank for certain services that do not require high-intensity verification of identity (hereinafter referred to as verification). After answering, it is determined that the nuclear body is successful after confirming the answer manually. In addition, the operation center of the financial industry also has a large manpower requirement to notify various customer service messages by outgoing telephone calls, such as notifying customers of bill return messages and the like. Therefore, how to replace human beings to perform operations with machines to reduce the processing time of manual operations has become an important issue in the financial industry in particular.

Therefore, the purpose of the present invention is to provide an intelligent voice system that can reduce the service volume of customer service personnel.

Therefore, the present invention provides an intelligent voice system, which is suitable for a first telephone device of a customer and a second telephone device of a customer service staff, and includes a telephone voice system, a background system, and an intelligent voice robot system.

The telephone voice system includes an interactive voice response (Interactive Voice Response, IVR) system, which establishes a connection with the first telephone device to receive a customer voice data generated by the customer, and judges whether the customer is not based on the customer voice data. When having a corresponding predetermined type of password, the intelligent voice system executes an intelligent robot core body auxiliary program. The background system stores a plurality of standard question bank questions and a plurality of standard answers corresponding to the client. The intelligent voice robot system is electrically connected to the interactive voice response system of the telephone voice system and the background system.

Wherein, when the intelligent voice system executes the intelligent robot core body assisting program, the intelligent voice robot system selects at least one of the standard question bank questions, and determines that a question response content from the first telephone device corresponds to the same Whether the corresponding one of the standard answers matches, and then generate a judgment result, and then notify the interactive voice response system to establish a connection between the first telephone device and the second telephone device, so that the customer service personnel can As a result of the judgment, the customer will be called.

In some implementation aspects, when the intelligent voice system executes the intelligent robot core body assistance program, the intelligent voice robot system converts each selected standard question bank question into a system voice data, so that the interactive The voice response system transmits the system voice data to the first telephone device. The intelligent voice robot system then converts the customer's voice data from the first telephone device into a customer's text data, and determines the content of the question reply according to the customer's text data.

In some implementation aspects, the intelligent voice robot system queries the standard answers stored in the background system through an application programming interface (API).

In some other implementation aspects, the intelligent voice system further includes a customer service inquiry system that is electrically connected to the intelligent voice robot system and provides operation by the customer service personnel. Wherein, after the intelligent voice robot system generates the judgment result and the first telephone device establishes a connection with the second telephone device, the customer service inquiry system displays the information from the intelligent voice robot system and corresponding to the intelligent robot core body assistance program. Each of the standard question bank questions, the answer content of the question, and the judgment result.

In some implementation aspects, the intelligent voice system further includes a list management system electrically connected to the intelligent voice robot system. Wherein, the telephone voice system further includes an outgoing dialing system electrically connected to the intelligent voice robot system and the list management system. When the intelligent voice system executes a customer notification program, the outbound dialing system establishes a connection with the first telephone device according to a customer list data stored in the list management system, and then notifies the intelligent voice robot system according to the customer For the list data, a corresponding customer notification content is converted into a customer notification voice data, and the customer notification voice data is transmitted to the first telephone device through the outgoing dialing system.

In some implementation aspects, when the intelligent voice system executes the customer notification program, the intelligent voice robot system determines that when the customer requests a text message reply according to the customer voice data from the first telephone device, A short message notification message including the customer notification content is sent to the first telephone device through the application programming interface.

In some other implementations, when the intelligent voice system executes the client notification program, the intelligent voice robot system determines that the client provides a real person service according to the client voice data from the first telephone device, Notifying the outbound dialing system enables the first telephone device to establish a connection with the second telephone device, thereby enabling the customer service personnel to communicate with the customer.

The effect of the present invention is: in the intelligent robot core body assisting program, the intelligent voice robot system generates the judgment result corresponding to each selected standard question bank question and the question reply content, so that the first telephone device After connecting with the second telephone device, the customer service staff can talk to the customer according to the judgment result, thereby saving the processing time of the customer service staff for manual operations.

Before the present invention is described in detail, it should be noted that in the following description, similar elements are designated by the same reference numerals.

Referring to FIG. 1, an embodiment of the novel intelligent voice system is applicable to a first telephone device 8 of a customer and a second telephone device 9 of a customer service staff, belonging to a financial institution, and including a telephone voice system 2 , a background system 3, an intelligent voice robot system 1, a customer service inquiry system 4, and a list management system 5.

The telephone voice system 2 includes an interactive voice response (Interactive Voice Response, IVR) system 21 and an outbound dialing system 22 . The outbound system 22 is, for example, an IP-PBX exchange system for connecting to the public telecommunication network. The background system 3 is, for example, a server, and stores a plurality of standard question bank questions and a plurality of standard answers corresponding to the client. For example: which school you graduated from, and the name of the university corresponding to the client; how many credit cards you have, and the number of credit cards corresponding to the client.

The customer service inquiry system 4 is, for example, a server or a computer host, and is used to provide the customer service personnel with operations. A client list data stored in the list management system 5 . For example, the customer list data is a pair of bill return data, and includes customers who have not received physical or electronic statements in the current month, and includes, for example, an ID card number, a mobile phone number, a name, Multiple fields of information for a gender, a home phone number, a business phone number, an extension number, an account type, a billing type, and a company name. For another example, the customer list data is micro-credit settlement data, and includes the micro-credit settlement information of the customer who made the inquiry, and includes, for example, an ID card number, a telephone (or mobile phone) number, a name, Multiple fields of information such as one gender, one payee account name, one account number, one payment bank, one settlement date, and one settlement amount.

The intelligent voice robot system 1 is, for example, one or more servers or computer hosts, and is electrically connected to the background system 3 , the list management system 5 , the customer service inquiry system 4 , and the interactive voice response of the telephone voice system 2 The system 21 and the outbound system 22 employ artificial intelligence technology to provide functions such as automatic speech recognition (ASR), voice synthesis, and natural language understanding (NLU).

When the customer wants to use the first telephone device (such as the customer's smart phone) 8 to inquire about the relevant services provided by the financial institution, the interactive voice response between the first telephone device 8 and the telephone voice system 2 The system 21 establishes a connection, and transmits a customer voice data (such as the customer's speech content) generated by the first telephone device 8 to the interactive voice response system 21, so that the interactive voice response system 21 When the voice data or a key response is used to determine that the customer does not have a corresponding predetermined type of password, the intelligent voice system starts to execute an intelligent robot core body assisting program. For example, the interactive voice response system 21 plays "Do you have a wealth management password", and then learns whether the customer has the predetermined type of password according to the response.

When the intelligent voice system executes the intelligent robot core body assisting program, the intelligent voice robot system 1 first plays "Please provide your ID number (or name, Account)” and other voice content, and then know which customer the customer is according to the response, and then select at least one of the standard question bank questions stored in the background system 3, such as “May I ask the name of the school you graduated from. ", "How many credit cards do you have in this bank" to convert each selected standard question bank question into a system voice data, so that the interactive voice response system 21 transmits the system voice data to the first telephone device 8. The intelligent voice robot system 1 then converts the customer voice data from the first telephone device 8 (ie, the voice content containing a question answering content) into a customer text data (ie, containing the question answering content), and uses a An application programming interface (API) queries the standard answers stored in the backend system 3, and then judges whether the content of the answer to the question matches the corresponding one of the standard answers, so as to generate a judgment result.

After the intelligent voice robot system 1 generates the judgment result, the intelligent voice robot system 1 notifies the interactive voice response system 21 to establish a connection between the first telephone device 8 and the second telephone device 9 . And after the intelligent voice robot system 1 generates the judgment result and the first telephone device 8 establishes a connection with the second telephone device 9, the customer service inquiry system 4 displays the information provided by the intelligent voice robot system 1 and corresponding to the intelligent voice robot system 1. Each of the standard question bank questions, the answer content of the question, and the judgment result of the robot core assistance program, so that the customer service staff can talk to the customer according to the judgment result, thereby saving the manual processing time of the customer service staff.

In addition, after the intelligent voice robot system 1 notifies the interactive voice response system 21, and the first telephone device 8 cannot establish a connection with the second telephone device 9, for example, when all the customer service personnel are busy, The interactive voice response system 21 makes a query to obtain the customer's name, the ID card number, and a call intent content. Afterwards, the intelligent voice robot system 1 proactively informs the outbound dialing system 22 to establish a connection with the customer's first telephone device 8 when there is a customer service person who is not on the busy line, and then uses the outbound dialing system 22 to make the The first telephone device 8 establishes a connection with the second telephone device 9, and displays the customer's name, the ID card number, and the content of the call intention in the customer service inquiry system 4, and then provides the customer service personnel for reference.

The intelligent voice system also provides the function of notifying customers or actively making calls to provide messages, and for example, a customer notification program is activated through the setting of an operation center of the financial institution. When the intelligent voice system executes the customer notification procedure, the outbound dialing system 22 establishes a connection with the first telephone device 8 according to the customer list data stored in the list management system 5, and then notifies the intelligent voice robot system 1. According to the customer list data, convert a corresponding customer notification content (ie, text content) into a customer notification voice data (ie, voice content), and transmit the customer notification voice data to the first through the outbound system 22 The telephone device 8 can notify the corresponding customer.

For example, the voice data of the customer notification is, for example, "Mr. XXX, this is Bank XXX, to inform you that this month's statement of XXX category has been returned after being sent. In order to protect your rights, please contact the The business unit or call the customer service hotline to find out or modify it, thank you.”

In addition, when the intelligent voice system executes the client notification procedure, the intelligent voice robot system 1 determines that the client requests a text message reply according to the client's voice data from the first telephone device 8, for example, through recognition and understanding When the voice content includes the content of "Reply to me with SMS", a SMS notification message including the customer notification content is then sent to the first telephone device 8 through the application program interface.

Or, when the intelligent voice system executes the client notification program, the intelligent voice robot system 1 judges that the client provides a real person service according to the client's voice data from the first telephone device 8, for example, by identifying and understanding the voice When the content includes the content of "to transfer customer service personnel", the outbound dialing system 22 is notified to enable the first telephone device 8 to establish a connection with the second telephone device 9, thereby enabling the customer service personnel to communicate with the customer.

To sum up, in the intelligent robot core body assistance program, the intelligent voice robot system 1 generates the judgment result corresponding to each selected standard question bank question and the answer content of the question, so that the first telephone device 8 After connecting with the second telephone device 9, the customer service staff can talk to the customer according to the judgment result, thereby saving the processing time of the customer service staff for manual operations. In addition, the intelligent voice system also provides the function of notifying customers or actively making calls to provide information, so it can indeed achieve the purpose of this new model.

However, the above are only examples of the present invention, which should not limit the scope of implementation of the present invention. Any simple equivalent changes and modifications made according to the scope of the patent application for this new model and the contents of the patent specification are still within the scope of the present invention. within the scope of this patent.

1: Intelligent voice robot system 2: Telephone voice system 21: Interactive Voice Response System 22: Outbound system 3: Background system 4: Customer service inquiry system 5: List Management System 8: The first telephone device 9: Second telephone device

Other features and effects of the present invention will be clearly presented in the embodiments with reference to the drawings, wherein: FIG. 1 is a block diagram illustrating an embodiment of the novel intelligent voice system of the present invention.

1: Intelligent voice robot system

2: Telephone voice system

21: Interactive Voice Response System

22: Outbound system

3: Background system

4: Customer service inquiry system

5: List Management System

8: The first telephone device

9: Second telephone device

Claims (7)

An intelligent voice system is suitable for a first telephone device of a customer and a second telephone device of a customer service staff, and includes: a telephone voice system, including an interactive voice response (Inter-active Voice Response, IVR) system , establishes a connection with the first telephone device and receives a customer voice data generated by the customer, and when it is judged that the customer does not have a corresponding predetermined type of password according to the customer voice data, the intelligent voice system executes an intelligent robot core A personal assistant program; a background system, storing a plurality of standard question bank questions and a plurality of standard answers corresponding to the client; and an intelligent voice robot system, electrically connected to the interactive voice response system of the telephone voice system, and the background system; Wherein, when the intelligent voice system executes the intelligent robot core body assisting program, the intelligent voice robot system selects at least one of the standard question bank questions, and determines that a question response content from the first telephone device corresponds to the same Whether the corresponding one of the standard answers matches, and then generate a judgment result, and then notify the interactive voice response system to establish a connection between the first telephone device and the second telephone device, so that the customer service personnel can As a result of the judgment, the customer will be called. The intelligent voice system according to claim 1, wherein when the intelligent voice system executes the intelligent robot core body assistance program, the intelligent voice robot system converts each of the selected standard question bank questions into a system voice data, Make the interactive voice response system transmit the system voice data to the first telephone device, and the intelligent voice robot system will then send the voice data from the first telephone device. The customer voice data of a telephone device is converted into a customer text data, and the question reply content is determined according to the customer text data. The intelligent voice system according to claim 2, wherein the intelligent voice robot system queries the standard answers stored in the background system through an application programming interface (API). The intelligent voice system according to claim 2, further comprising a customer service inquiry system electrically connected to the intelligent voice robot system and providing operation by the customer service personnel, wherein the judgment result is generated in the intelligent voice robot system and the first telephone device After establishing a connection with the second telephone device, the customer service inquiry system displays each standard question bank question, the answer content of the question, and the judgment result from the intelligent voice robot system and corresponding to the intelligent robot core body assistance program. The intelligent voice system according to claim 4, further comprising a list management system electrically connected to the intelligent voice robot system, wherein the telephone voice system further comprises an outgoing dialer electrically connected to the intelligent voice robot system and the list management system system, when the intelligent voice system executes a customer notification program, the outgoing dialing system establishes a connection with the first telephone device according to a customer list data stored in the list management system, and then notifies the intelligent voice robot system according to the For the customer list data, a corresponding customer notification content is converted into a customer notification voice data, and the customer notification voice data is transmitted to the first telephone device through the outgoing dialing system. The intelligent voice system according to claim 5, wherein when the intelligent voice system executes the customer notification program, the intelligent voice robot system From the customer voice data of the first telephone device, when it is determined that the customer has made a short message reply request, a short message notification message including the customer notification content is sent to the first telephone device through an application program interface. The intelligent voice system according to claim 5, wherein when the intelligent voice system executes the client notification program, the intelligent voice robot system determines that the client proposes a real person according to the client's voice data from the first telephone device During service, the outgoing dialing system is notified to establish a connection between the first telephone device and the second telephone device, so that the customer service personnel can communicate with the customer.

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