TWM648992U - Intelligent voice customer service system - Google Patents

Abstract

An intelligent voice customer service system includes a communication unit that can establish a communication channel with a mobile phone, a storage unit with a database, and a processing unit electrically connected to the communication unit and the storage unit; the processing unit analyzes customers A voice message is sent through the mobile phone, and when it is determined that a question asked in the voice message is one of the questions stored in the database and has a corresponding answer, the answer is converted into an answer voice message and output to The mobile phone; or, when the processing unit determines that the voice message meets the conditions for a dedicated service, the processing unit executes a transfer procedure of transferring the mobile phone to the customer service phone; or, the processing unit determines that the voice message meets the conditions for service by a dedicated person. Upon sending a text message condition, the processing unit sends a text message related to the voice message to the mobile phone.

Description

Intelligent voice customer service system

The present invention relates to a customer service system, in particular to an intelligent voice customer service system that applies artificial intelligence.

The customer service department is a unit that focuses on telephone service. For customers, every time they make a customer service call, most of their time is spent waiting for the call to be connected. However, bank customer service staff have to deal with a lot of calls every day because their services are broad and complex. According to customer needs, we can answer various difficult and complicated problems of customers, such as: credit card discounts, bill inquiries, forgotten passwords, balance inquiries, etc.

Therefore, in order to solve the above problems, financial institutions are currently developing self-service websites or voice service systems in the field of customer service. However, to use self-service websites, customers need to change their habits and go online to use self-service by themselves; while the existing voice service systems Customers are often required to go through layers of menu operations, which is as complicated as entering the African jungle and can easily lead to disorientation, resulting in poor customer experience.

Therefore, the purpose of this new model is to provide an intelligent voice customer service system that can at least solve the above problems and provide customers with timely and most appropriate customer service services to enhance customer experience and solve the problem of existing customer service personnel being overwhelmed.

Therefore, this new type of intelligent voice customer service system can communicate with a customer's mobile phone, and includes a communication unit, a storage unit and a processing unit; the communication unit can establish a communication channel with the mobile phone; the storage There is a database in the unit, and the database contains multiple answers corresponding to multiple questions; the processing unit is electrically connected to the communication unit and the storage unit to communicate with the mobile phone through the communication unit and access the storage unit, and the processing unit is electrically coupled to a plurality of customer service phones, and includes a voice interaction module, a voice analysis module, a transfer module and a text message sending module.

The voice interaction module answers the incoming call from the mobile phone and outputs a guidance voice message to the mobile phone to guide the customer to speak the question to be asked, and provides a voice message from the mobile phone to the speech analysis module. group.

When the speech analysis module determines that a question asked in the voice message is one of the questions included in the database, the speech analysis module obtains the answer corresponding to the question from the database and provides it to the voice interaction The module allows the voice interaction module to convert the answer into an answer voice message and output it to the mobile phone.

When the speech analysis module determines that the voice message meets the conditions for a dedicated service, it sends a transfer command to the transfer module, so that the transfer module executes a transfer of the mobile phone to the transfer module according to the transfer command. The transfer procedure for one of these customer service calls.

When the speech analysis module determines that the voice message meets a text message sending condition, it sends a text message sending instruction to the text message sending module, causing the text message sending module to send a self-service text message to the mobile phone. The self-service text message contains A link to a self-service website.

In some implementation aspects of the present invention, the condition for dedicated service is that dedicated service is required, the question raised in the voice message is related to the complaint, and the question raised in the voice message is not one of the questions included in the database. One and the customer requires personal service, the question raised in the voice message is ambiguous and the customer requires personal service, or the voice message contains more than one question.

In some implementations of the present invention, the condition for sending the text message is that the question raised in the voice message is not one of the questions included in the database and the customer accepts the text message service, and the question raised in the voice message is not one of the questions included in the database. It is ambiguous and the customer accepts the SMS service, the customer has requested to listen to the guidance voice message again N (N ≥ 1) times, and the guidance voice message has been output M (M ≥ 1) times, but the voice has not been transmitted to the mobile phone. message or this voice message indicates that you want to end the call.

In some implementations of the present invention, after the voice interaction module outputs the answer voice message to the mobile phone, it also outputs an inquiry voice message to the mobile phone. The inquiry voice message asks whether to receive information related to the problem. A text message may have other questions and require selection of the first option corresponding to the text message or the second option corresponding to other questions; after the voice interaction module determines that the first option is selected, it sends a message corresponding to the first option. A first SMS instruction is given to the SMS sending module, causing the SMS sending module to send a text message related to the answer to the mobile phone according to the first SMS instruction; after the voice interaction module determines that the second option is selected , output the guidance voice message again to guide the customer to speak the question to be asked, and provide the voice message from the mobile phone to the speech analysis module.

In some implementations of the present invention, the processing unit also includes an automatic deposit retention module and performs the following steps.

When the transfer module performs the transfer procedure and finds that all the customer service numbers are busy and cannot answer the mobile phone, the transfer module outputs a voice message suggesting that money should be retained to the mobile phone. The voice message of suggesting that money should be retained Inform the service staff that they are busy and suggest that you leave your information and have someone call you back. You will also be provided with an option to leave money and a waiting option to choose from.

After the transfer module determines that the deposit option is selected, it transfers the mobile phone call to the automatic deposit module.

The automatic deposit-retaining module outputs a deposit-retaining voice message to the mobile phone. The deposit-retaining voice message asks the customer to provide a mobile phone number for easy contact, and the automatic deposit-retaining module receives the deposit sent from the mobile phone. After entering the mobile phone number, an inquiry voice message is output to the mobile phone, and the inquiry voice message requires the customer to tell what services are needed.

When the automatic capital retention module receives a voice message from the mobile phone and determines that the problem raised in the voice message can be solved through a self-service website, the automatic capital retention module outputs a suggested self-service voice message to the self-service website. On the mobile phone, the suggested self-service voice message advises the customer to use the self-service website and asks the customer to reply whether they are willing to use it.

After the automatic capital retention module receives a reply voice message from the mobile phone, the automatic capital retention module outputs a self-service voice message to the mobile phone. The self-service voice message informs that a message containing the self-service website will be sent. A text message with a link to the information is sent to the mobile phone.

The automatic information retention module sends a self-service SMS instruction to the SMS sending module, causing the SMS sending module to send a self-service SMS containing the link information of the self-service website to the mobile phone according to the self-service SMS instruction.

After the automatic capital retention module determines that the problem raised in the voice message cannot be solved through the self-service website or receives an unwillingness to reply voice message from the mobile phone, the automatic capital retention module outputs an end-of-call voice message to On the mobile phone, the end-of-call voice message notification will arrange for a specialist to call back at a scheduled call back time, and the automatic retention module generates a message including the mobile phone number, the question raised in the voice message and the scheduled call back time. investment record.

After the transfer module determines that the waiting option is selected, it makes the mobile phone wait online for a preset time. During the preset time, the transfer module detects that one of the customer service calls can answer the call. When a customer service call is made, the mobile phone is transferred to the customer service number that can answer the call; and when the preset time arrives, the transfer module detects that the customer service numbers are still busy, the transfer module The receiving module outputs the voice message suggesting investment retention to the mobile phone again.

In some implementations of the present invention, the processing unit further includes an automatic outbound dialing module and performs the following steps.

The automatic capital retention module also provides the capital retention record to the automatic outbound dialing module.

When the automatic outbound dialing module detects that one of the customer service numbers can answer the call at the scheduled callback time based on the deposit record, the automatic outbound dialing module automatically dials back the mobile phone number to the mobile phone number. Corresponding to a mobile phone number, and after connecting to the mobile phone number, a greeting voice message is output. The greeting voice message indicates that the customer service specialist service will be transferred. If there is no need for specialist service, you can enter a specific number to end the call. Or after a while, the customer service specialist will be transferred; after the automatic outbound dialing module determines that the specific number has not been entered, it will transfer the mobile phone number corresponding to the mobile phone number to the person who can answer the call at the scheduled call back time. The customer service phone number.

In some implementations of the present invention, when the automatic retention module determines that the issue raised in the voice message is an urgent issue, it outputs a priority service voice message to the mobile phone, and the priority service voice message informs that priority will be transferred to the mobile phone. Answer the dedicated service and please wait and do not hang up the call. Once the automatic deposit module detects that one of the customer service numbers can answer the call, it will give priority to transferring the mobile phone to the customer service who can answer the call. telephone.

The function of this new model is to use the intelligent voice customer service system to guide customers to ask questions, and according to the customer's questions, provide different response strategies such as answers to the questions, transfer to dedicated services, or send self-service text messages, etc., so that customers can Being able to receive the most appropriate customer service in a timely manner without having to go through layers of menu operations improves customer experience and solves the problem of existing customer service staff being overwhelmed.

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

Referring to FIG. 1 , it is an embodiment of the new intelligent voice customer service system, which is used to implement an intelligent voice customer service method. The intelligent voice customer service system 1 is a customer service server composed of at least one computer device, which can communicate with a customer's mobile phone 2 through, for example, a communication network and a base station provided by a mobile communication operator, and communicate with a plurality of customer service phone numbers. 3. Electrical connection; the intelligent voice customer service system 1 mainly includes a communication unit 11, a storage unit 12 and a processing unit 13 electrically connected to the communication unit 11 and the storage unit 12.

The communication unit 11 is a network communication medium, such as a network card, etc., which can establish a communication (call) channel with the customer's mobile phone 2 through the communication network and base station provided by the mobile communication operator.

The storage unit 12 is a memory unit or memory module composed of memory, and has a built-in database 121. The database 121 stores a plurality of questions and a plurality of answers corresponding to the questions.

The processing unit 13 is, for example, a processor composed of at least one central processing unit that executes software programs. It communicates with the mobile phone 2 through the communication unit 11 to transmit voice messages to and from the mobile phone 2 and access the storage unit. 12 of the database 121; and the processing unit 13 includes a voice interaction module 131, a voice analysis module 132, a transfer module 133, a text message sending module 134, and an automatic information retention module implemented by software programs Module 135 and an automatic dialing module 136, that is, the above-mentioned modules 131~136 are included in a software program, and the processing unit 13 causes the modules 131~136 by executing the software program. 136 performs the functions described below.

Among them, the voice interaction module 131 uses an AI intelligent customer service robot to answer the incoming call from the mobile phone 2 and conduct voice interaction with the customer. For example, as shown in step S1 of Figure 2, the voice interaction module 131 will initially output a guide. A voice message is sent to the mobile phone 2 to guide the customer to ask the question. The content of the guided voice message is roughly such as "Please say the question you want to ask, such as "Check the progress of credit card application" or "Open a credit card. ",..."; then, the voice interaction module 131 waits and starts collecting sounds for a period of time (for example, but not limited to 30 seconds). Then, in step S2 of FIG. 2 , the voice interaction module 131 provides a voice message from the mobile phone 2 to the voice analysis module 132 .

After the speech analysis module 132 receives the speech message, the speech analysis module 132 applies a natural language processing model to perform speech recognition to identify a question raised in the speech message, and as shown in step S3 of Figure 2, When the speech analysis module 132 determines that the question raised in the speech message is one of the questions included in the database 121, as shown in step S4 of FIG. 2, the speech analysis module 132 obtains the question from the database 121. An answer corresponding to the question is provided to the voice interaction module 131. The voice interaction module 131 converts the answer into an answer voice message through a text-to-speech tool, and then outputs the answer voice message to the Mobile phone 2.

Then, as shown in step S5 of FIG. 2 , after outputting the answer voice message, the voice interaction module 131 then outputs an inquiry voice message to the mobile phone 2 . The inquiry voice message asks whether to receive a text message related to the question or to return the message. There are other questions and you are asked to choose the first option corresponding to the text message (for example, enter the number 1) or the second option corresponding to other questions (for example, enter the number 2).

After the voice interaction module 131 determines that the first option is selected (for example, the mobile phone 2 transmits a key code corresponding to the first option (number 1)), in step S6 of FIG. 2 , the voice interaction module 131 transmits A first text message command corresponding to the first option is sent to the text message sending module 134. The first text message command includes the question and the corresponding answer and a phone number of the mobile phone; the text message sending module 134 receives After receiving the first text message command, a text message including the question and the corresponding answer (text message) is sent to the mobile phone 2 according to the first text message command.

After the voice interaction module 131 determines that the second option is selected (for example, the mobile phone 2 transmits a key code corresponding to the second option (number 2)), it returns to step S1 and outputs the guidance voice message again to guide the The customer speaks the question to be asked and executes step S2. The voice interaction module 131 again provides the voice message from the mobile phone 2 to the voice analysis module 132, and repeats the above steps.

In addition, as shown in step S7 of FIG. 2 , when the speech analysis module 132 determines that the question raised in the voice message meets the conditions for a dedicated service, then in step S8 of FIG. 2 , the speech analysis module 132 sends a transfer to a dedicated service provider. The instruction is given to the transfer module 133. After receiving the transfer instruction, the transfer module 133 executes a transfer of the mobile phone 2 to one of the customer service numbers 3 according to the transfer instruction. program.

And in this embodiment, the condition for the dedicated service is that the customer directly requests the dedicated service, or the question raised in the voice message is related to the complaint, or the question raised in the voice message is not included in the database 121 One of these questions and the customer further requires dedicated service; for example, after the voice analysis module 132 determines that there is no corresponding answer to the question raised by the customer, the voice analysis module 132 outputs a service selection voice message to the mobile phone. 2. The service selection voice message informs the customer that the answer to the problem can be obtained through self-service or dedicated service, and asks the customer to select a self-service option (such as pressing the number 1 button on the mobile phone (or speaking the number 1)) or A personal service option (for example, pressing the number 2 button of the mobile phone (or speaking the number 2)), and the speech analysis module 132 receives a message corresponding to the personal service option (number 2) from the mobile phone 2 By pressing the key code (or voice), it is determined that the service conditions are met by dedicated personnel.

In addition, the conditions for dedicated service include, for example, that the question raised in the voice message is ambiguous and it is impossible to determine what the problem is, and the customer further requires dedicated service; for example, the voice analysis module 132 determines that the question raised in the voice message may be When it is question A or question B, the voice analysis module 132 outputs a confirmation question voice message to the mobile phone 2. The confirmation question voice message asks the customer to confirm whether the question is A or B, and when the voice analysis module 132 The number of times the group 132 repeatedly outputs the confirmation question voice message to the mobile phone 2 has reached a preset value (for example, 3 times), and the voice analysis module 132 is still unable to respond based on the voice message returned by the mobile phone 2. After confirming that the customer wants to ask question A or B, the speech analysis module 132 outputs a service selection voice message to the mobile phone 2. The service selection voice message informs the customer that the answer to the question can be obtained through self-service or dedicated service. , and ask the customer to select a self-service option (such as pressing the number 1 button on the mobile phone) or a personal service option (such as pressing the number 2 button on the mobile phone), and the speech analysis module 132 receives the action When the key code corresponding to the personal service option (number 2) is transmitted from phone 2, it is determined that the conditions for the personal service are met.

In addition, the condition for the dedicated service may also be that the voice analysis module 132 determines that the voice message contains more than one question.

In addition, as shown in step S9 of FIG. 2 , when the speech analysis module 132 determines that the question raised in the voice message meets a condition for sending a text message, as shown in step S10 of FIG. 2 , the speech analysis module 132 sends a message sending instruction to The SMS sending module 134. After receiving the SMS sending instruction, the SMS sending module 134 sends a self-service SMS to the mobile phone 2. The self-service SMS informs that self-service will be provided for inquiry or use in priority, and the content Contains a link information of a self-service website; whereby, after the mobile phone 2 receives and opens the self-service text message, the customer can connect the mobile phone 2 to the self-service website by clicking on the link information, and Use this self-service website to find your questions and their answers.

And in this embodiment, the condition for sending the text message may be that, for example, the question raised in the voice message is not one of the questions included in the database 121 and the customer accepts the text message service; for example, in the above-mentioned voice analysis model Group 132 determines that the question raised by the customer does not have a corresponding answer, and outputs the service selection voice message to the mobile phone 2. After the customer selects the self-service option (for example, presses the number 1 button of the mobile phone), and the voice message When the analysis module 132 receives the key code corresponding to the self-service option (number 1) from the mobile phone 2, it determines that the conditions for sending text messages are met.

Alternatively, the condition for sending the text message may be that the question raised in the voice message is ambiguous and the customer accepts the text message service; for example, the above-mentioned voice analysis module 132 repeatedly outputs the confirmation question voice message to the mobile phone 2 for a number of times. A default value (for example, 3 times), and the voice analysis module 132 still cannot confirm whether the customer wants to ask question A or question B based on the voice message returned by the mobile phone 2, the voice analysis module 132 That is, the service selection voice message is output to the mobile phone 2, and the customer selects the self-service option (for example, pressing the number 1 button of the mobile phone), and the speech analysis module 132 receives the message from the mobile phone 2. The key code corresponding to the self-service option (number 1) is determined to meet the conditions for sending text messages.

Alternatively, the condition for sending the text message is that the customer requests to re-listen to the guidance voice message N (N≥1) times (for example, N is equal to 3), and the guidance voice message is output M (M≥1) times (for example, M is equal to 2). ), the mobile phone 2 still does not receive the voice message or the voice message indicates that the call is to be ended, etc.

Furthermore, as shown in step S11 of FIG. 3 , when the transfer module 133 executes the transfer procedure, it will detect whether all the customer service numbers 3 are busy. If not, step S12 will be executed to transfer the mobile phone number 3 to 2. Transfer to one of the customer service numbers 3 that can answer the call; but if the transfer module 133 finds that all the customer service numbers 3 are busy and cannot answer the mobile phone 2, as shown in Figure 3 In step S13, the transfer module 133 outputs a voice message suggesting investment retention to the mobile phone 2. The voice message suggesting investment retention informs the customer service staff that they are busy and suggests leaving information and having a dedicated person call back, and provides a A deposit option (for example, pressing the number 1 button of the mobile phone) and a waiting option are provided for the customer to choose (for example, pressing the number 2 button of the mobile phone).

Next, as shown in step S14 of FIG. 3 , the transfer module 133 determines that the investment option is selected (for example, the transfer module 133 receives a message corresponding to the investment option (number 1) from the mobile phone 2 Key code), the transfer module 133 transfers the mobile phone 2 to the automatic deposit module 135.

Then, as shown in step S15 of FIG. 3 , the automatic deposit reservation module 135 outputs a deposit reservation voice message to the mobile phone 2 . The deposit reservation voice message asks the customer to provide a mobile phone number for convenient contact. Next, as shown in step S16 of FIG. 3 , when the automatic deposit module 135 receives the mobile phone number from the mobile phone 2 and confirms with the customer again that the mobile phone number is correct (for example, the automatic deposit module 135 135 repeats the mobile phone number through voice, and asks the customer to press a certain numeric button on the mobile phone 2 when confirming it is correct. If he wants to re-enter, press another numeric button on the mobile phone 2). The automatic retention model Group 135 outputs an inquiry voice message to the mobile phone 2. The inquiry voice message requires the customer to state the content of service required, for example, "Please state the content of service you need in one sentence after a beep."

Then, as shown in step S17 of FIG. 4 , the automatic investment retention module 135 receives a voice message from the mobile phone 2 , and applies a natural language processing model to identify the questions raised in the voice message, and determines the content of the voice message. When the problem raised can be solved through a self-service website, as shown in step S18 of Figure 4, the automatic investment retention module 135 outputs a suggested self-service voice message to the mobile phone 2. The suggested self-service voice message recommends that the customer use the self-service website. service website and ask the customer to reply whether they are willing to use it; the suggested self-service voice message can be, for example, "[OOOO] The problem can be solved through this self-service website. Do you want to experience the fast and waiting-free self-service? Are you willing to try it? Say yes."

Then, as shown in step S19 of Figure 4 , the automatic deposit module 135 determines whether a reply voice message is received from the mobile phone 2 (for example, a "good" or "yes" voice message is received). If so, as shown in the step of Figure 4 S20, the automatic retention module 135 outputs a self-service voice message to the mobile phone 2, and the self-service voice message informs that a text message containing a link information of the self-service website will be sent to the mobile phone 2. The self-service website may be but is not limited to a digital customer service website, an official website or a mobile banking website.

At the same time, the automatic information retention module 135 sends a self-service SMS instruction containing the mobile phone number and the link information of the self-service website to the SMS sending module 134, and the SMS sending module 134 receives the self-service SMS instruction. Then, according to the self-service SMS command, a self-service SMS containing the link information of the self-service website is sent to a mobile phone corresponding to the mobile phone number, such as the above-mentioned mobile phone 2 or another mobile phone of the customer. .

In addition, in step S17, when the automatic capital retention module 135 determines that the problem raised in the voice message cannot be solved through the self-service website, or in step S19, the automatic capital retention module 135 receives the mobile phone 2 transmission. When an unwilling voice message is received (for example, a "no" or "unwanted" voice message is received), in step S21 of Figure 4, the automatic deposit module 135 outputs an end-of-call voice message to the mobile phone 2, and End the call. The end-of-call voice message informs that a specialist will be arranged to call back at a scheduled call-back time. The content of the end-of-call voice message can be, for example, "We have received your request and will arrange for a specialist to call back at [scheduled call-back time". Time] to call you back." Moreover, after the call ends, the automatic deposit record module 135 generates a deposit record including the mobile phone number, the question asked in the voice message and the scheduled callback time, and provides the deposit record to the automatic caller. Outbound dial module 136.

Therefore, after receiving the deposit record, the automatic outbound dialing module 136 will detect which of the customer service numbers 3 can answer the call at the scheduled callback time based on the scheduled callback time in the deposit record. After a customer service call, the mobile phone number is automatically called back to a mobile phone corresponding to the mobile phone number, and after the mobile phone number is connected, a greeting voice message is output, and the greeting voice message states that the customer service specialist will be transferred. If there is no demand for specialist service, you can enter a specific number (for example, button 1) to end the call, or wait and be transferred to a customer service specialist; then, the automatic outbound dialing module 136 determines that the specific number has not been entered. Then, the mobile phone call is transferred to the customer service number that can answer the call at the scheduled call back time.

In addition, in step S16, when the automatic customer retention module 135 determines that the issue raised in the voice message is an urgent issue, the automatic customer retention module 135 will output a priority service voice message to the mobile phone 2. The priority service voice message informs that the dedicated service will be transferred first and please do not hang up the phone. Then, once the automatic deposit module 135 detects that one of the customer service numbers 3 can answer the call, it will give priority to the customer service number 3. Mobile phone number 2 is transferred to the customer service number 3 that can answer the call.

Furthermore, as shown in step S22 of FIG. 3 , when the transfer module 133 determines that the waiting option in the voice message suggesting investment reservation is selected (for example, the transfer module 133 receives a message from the mobile phone 2 and The key code corresponding to the waiting option (number 2)), the transfer module 133 causes the mobile phone 2 to wait online for a preset time, and during the preset time, once the transfer module 133 detects When one of the customer service numbers 3 has a customer service number that can answer the call, the mobile phone 2 will be transferred to the customer service number 3 that can answer the call; and if the preset time arrives, all the customer service numbers 3 are still there When busy, the transfer module 133 executes step S13 again and outputs the voice message suggesting investment reservation to the mobile phone 2 again.

In summary, this embodiment uses the intelligent voice customer service system 1 to guide customers to ask questions, and intelligently recognizes and determines the questions raised in the voice messages based on the customer's reply voice messages to provide solutions to the problems. A response strategy, such as providing an answer to the question, transferring to a dedicated service or sending a self-service text message, etc., so that customers can receive the most appropriate customer service in a timely manner without having to go through layers of menu operations, improving customer experience and solving the problem of existing customer service personnel Overwhelming problems can indeed achieve the efficacy and purpose of this new model.

However, the above are only examples of the present invention, and should not be used to limit the scope of the present invention. All simple equivalent changes and modifications made based on the patent scope of the present invention and the content of the patent specification are still within the scope of the present invention. Within the scope covered by this new patent.

1: Intelligent voice customer service system 2:Mobile phone 3:Customer service phone number 11: Communication unit 12:Storage unit 121:Database 13: Processing unit 131: Voice interaction module 132: Speech analysis module 133: Transfer module 134: SMS sending module 135: Automatic capital retention module 136: Automatic outbound dialing module S1~S22: steps

Other features and functions of the present invention will be clearly shown in the embodiments with reference to the drawings, in which: Figure 1 is a block diagram of the main components of an embodiment of the new intelligent voice customer service system; Figures 2 to 4 are the main process steps of this embodiment.

1: Intelligent voice customer service system

2:Mobile phone

3:Customer service phone number

11: Communication unit

12:Storage unit

121:Database

13: Processing unit

131: Voice interaction module

132: Speech analysis module

133: Transfer module

134: SMS sending module

135: Automatic capital retention module

136: Automatic outbound dialing module

Claims (7)

An intelligent voice customer service system that can communicate with a customer's mobile phone and includes: a communication unit capable of establishing a communication channel with the mobile phone; A storage unit having a database containing a plurality of answers corresponding to a plurality of questions; and A processing unit that is electrically connected to the communication unit and the storage unit to communicate with the mobile phone through the communication unit and access the storage unit, and the processing unit is electrically coupled to a plurality of customer service phones and includes a A voice interaction module, a voice analysis module, a transfer module and a text message sending module; among which The voice interaction module answers the incoming call from the mobile phone and outputs a guidance voice message to the mobile phone to guide the customer to speak the question to be asked, and provides a voice message from the mobile phone to the speech analysis module. group; When the speech analysis module determines that a question asked in the voice message is one of the questions included in the database, the speech analysis module obtains the answer corresponding to the question from the database and provides it to the voice interaction A module that causes the voice interaction module to convert the answer into an answer voice message and output it to the mobile phone; When the speech analysis module determines that the voice message meets the conditions for a dedicated service, it sends a transfer command to the transfer module, so that the transfer module executes a transfer of the mobile phone to the transfer module according to the transfer command. The transfer procedure for one of these customer service calls; When the speech analysis module determines that the voice message meets a text message sending condition, it sends a text message sending instruction to the text message sending module, causing the text message sending module to send a self-service text message to the mobile phone. The self-service text message contains A link to a self-service website. The intelligent voice customer service system as described in request item 1, wherein the condition for dedicated service is that dedicated service is required, the question raised in the voice message is related to the complaint, and the question raised in the voice message is not included in the database One of the questions and the customer requires personal service, the question raised in the voice message is ambiguous and the customer requires personal service, or the voice message contains more than one question. The intelligent voice customer service system as described in request item 1, wherein the condition for sending a text message is that the question raised in the voice message is not one of the questions included in the database and the customer accepts the text message service. The question asked is ambiguous and the customer accepts the SMS service, the customer has requested to listen to the guidance voice message again N (N≥1) times, and the mobile phone has not output the guidance voice message M (M≥1) times. The voice message comes or indicates that the call is to be ended. The intelligent voice customer service system as described in claim 1, wherein after the voice interaction module outputs the answer voice message to the mobile phone, it also outputs an inquiry voice message to the mobile phone, and the inquiry voice message asks whether to receive the A text message related to the question may have other questions, and requires selection of the first option corresponding to the text message or the second option corresponding to other questions; after the voice interaction module determines that the first option is selected, it sends a message to the third option. A first text message command corresponding to an option is given to the text message sending module, causing the text message sending module to send a text message related to the answer to the mobile phone according to the first text message command; the voice interaction module determines the second After the option is selected, the guidance voice message is output again to guide the customer to speak the question to be asked, and the voice message from the mobile phone is provided to the speech analysis module. The intelligent voice customer service system as described in claim 1, wherein the processing unit also includes an automatic capital retention module; wherein When the transfer module performs the transfer procedure and finds that all the customer service numbers are busy and cannot answer the mobile phone, the transfer module outputs a voice message suggesting that money should be retained to the mobile phone. The voice message of suggesting that money should be retained Inform the service staff that they are busy and suggest that you leave your information and have someone call you back, and provide an option to leave money and a waiting option to choose from; After the transfer module determines that the deposit option is selected, it transfers the mobile phone call to the automatic deposit module; The automatic deposit-retaining module outputs a deposit-retaining voice message to the mobile phone. The deposit-retaining voice message asks the customer to provide a mobile phone number for easy contact, and the automatic deposit-retaining module receives the deposit sent from the mobile phone. After entering the mobile phone number, an inquiry voice message is output to the mobile phone, and the inquiry voice message requires the customer to state the content of the service required; When the automatic capital retention module receives a voice message from the mobile phone and determines that the problem raised in the voice message can be solved through a self-service website, the automatic capital retention module outputs a suggested self-service voice message to the self-service website. Mobile phone, the suggested self-service voice message advises the customer to use the self-service website and asks the customer to reply whether they are willing to use it; After the automatic capital retention module receives a reply voice message from the mobile phone, the automatic capital retention module outputs a self-service voice message to the mobile phone. The self-service voice message informs that a message containing the self-service website will be sent. Send a text message with a link to the information to the mobile phone; The automatic information retention module sends a self-service SMS instruction to the SMS sending module, causing the SMS sending module to send a self-service SMS containing the link information of the self-service website to the mobile phone according to the self-service SMS instruction; After the automatic capital retention module determines that the problem raised in the voice message cannot be solved through the self-service website or receives an unwillingness to reply voice message from the mobile phone, the automatic capital retention module outputs an end-of-call voice message to On the mobile phone, the end-of-call voice message notification will arrange for a specialist to call back at a scheduled call back time, and the automatic retention module generates a message including the mobile phone number, the question raised in the voice message and the scheduled call back time. investment record; After the transfer module determines that the waiting option is selected, it makes the mobile phone wait online for a preset time. During the preset time, the transfer module detects that one of the customer service calls can answer the call. When a customer service call is made, the mobile phone is transferred to the customer service number that can answer the call; and when the preset time arrives, the transfer module detects that the customer service numbers are still busy, the transfer module The receiving module outputs the voice message suggesting investment retention to the mobile phone again. The intelligent voice customer service system as described in claim 5, wherein the processing unit also includes an automatic outbound dialing module, wherein The automatic capital retention module also provides the capital retention record to the automatic outbound dialing module; When the automatic outbound dialing module detects that one of the customer service numbers can answer the call at the scheduled callback time based on the deposit record, the automatic outbound dialing module automatically dials back the mobile phone number to the mobile phone number. Corresponding to a mobile phone number, and after connecting to the mobile phone number, a greeting voice message is output. The greeting voice message indicates that the customer service specialist service will be transferred. If there is no need for specialist service, you can enter a specific number to end the call. Or after a while, the customer service specialist will be transferred; after the automatic outbound dialing module determines that the specific number has not been entered, it will transfer the mobile phone number corresponding to the mobile phone number to the person who can answer the call at the scheduled call back time. The customer service phone number. The intelligent voice customer service system as described in claim 5, wherein when the automatic deposit module determines that the problem raised in the voice message is an urgent problem, it outputs a priority service voice message to the mobile phone, and the priority service voice message Inform that priority will be transferred to the dedicated service and please do not hang up the phone. Once the automatic retention module detects that one of the customer service numbers can answer the call, it will give priority to transfer the mobile phone to the person who can answer the call. The customer service number of the phone.