WO2011063761A1 - Procédé, dispositif et système de détection vocale d'un centre d'appels - Google Patents

Procédé, dispositif et système de détection vocale d'un centre d'appels Download PDF

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Publication number
WO2011063761A1
WO2011063761A1 PCT/CN2010/079207 CN2010079207W WO2011063761A1 WO 2011063761 A1 WO2011063761 A1 WO 2011063761A1 CN 2010079207 W CN2010079207 W CN 2010079207W WO 2011063761 A1 WO2011063761 A1 WO 2011063761A1
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WIPO (PCT)
Prior art keywords
call
voice
call center
media stream
event message
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PCT/CN2010/079207
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English (en)
Chinese (zh)
Inventor
王剑锋
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华为技术有限公司
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Publication of WO2011063761A1 publication Critical patent/WO2011063761A1/fr

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5175—Call or contact centers supervision arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/2227—Quality of service monitoring

Definitions

  • the present invention relates to the field of network communications, and in particular, to a method, device and system for voice detection in a call center. Background technique
  • the primary attendant often needs the monitoring operation of the quality inspector or the squad leader to assist in the real-time call, and the recording can be provided for the quality inspection afterwards.
  • the existing methods are generally combined with the techniques of voice emotion detection and keyword detection to improve the ability of agent services.
  • the quality inspector often processes the call recording file generated by the agent by the voice detection server, including the emotion detection server and/or the keyword detection server, to identify the call recording in the call. Abnormal emotional points and keywords, and deal with them accordingly.
  • the embodiment of the invention provides a method, a device and a system for voice detection of a call center, which can monitor the content of the call in real time to improve the service quality of the real-time call, thereby promoting the improvement of the operator's work, and timely informing the corresponding Quality inspectors, which in turn improve the quality of service in the call center.
  • the embodiment of the present invention provides a method for voice detection of a call center, where the method includes: during a call between an operator and a user, the call center platform initiates a call call recording through a recording device, and generates a real-time generated caller for the attendant.
  • the voice media stream is transmitted to the voice detection server, so that the voice detection server generates an event in real time according to the received voice media stream.
  • the call center platform receives the event message generated by the voice detection server, and sends a corresponding event prompt to the operator and/or the quality inspector.
  • the embodiment of the present invention further provides a method for voice detection of a call center, where the method includes: receiving, during a call between the operator and the user, a voice media stream sent by the call center platform for the operator in real time;
  • the generated event message is sent to the call center platform.
  • the embodiment of the invention further provides a device for voice detection of a call center, comprising:
  • a call call recording activation unit configured to initiate a call call recording by the recording device during the conversation between the operator and the user, and transmit the voice media stream generated for the attendant in real time to the voice detection server, so as to facilitate the voice detection
  • the server generates an event message in real time according to the received voice media stream
  • a recording device configured to initiate a call call recording according to the request of the call call recording activation unit, and generate a voice media stream for the attendant in real time;
  • the event message processing unit is configured to receive an event message generated by the voice detection server, and issue a corresponding event prompt to the operator and/or the quality inspector.
  • the embodiment of the invention further provides a device for voice detection of a call center, comprising:
  • a voice media stream receiving unit configured to receive, during a call between the operator and the user, a voice media stream sent by the call center platform for the attendant in real time;
  • An event message generating unit configured to detect an emotional point and/or a keyword in real time according to the received voice media stream, and generate a corresponding event message according to the detected emotional point and/or keyword;
  • An event message sending unit is configured to send the generated event message to the call center platform.
  • the embodiment of the invention further provides a system for call center voice detection, the system comprising a call center platform and a voice detection server, wherein: The call center platform is configured to initiate a call call recording by the recording device during the call between the operator and the user, and transmit the voice media stream generated for the attendant in real time to the voice detection server; and receive the voice detection The event message generated by the server, and the corresponding event prompt is sent to the operator and/or the quality inspector;
  • the voice detection server is configured to receive, during a call between the operator and the user, a voice media stream sent by the call center platform for the attendant in real time; and detect an emotional point and/or a key according to the received voice media stream in real time. Words, and generating corresponding event messages according to the detected emotional points and/or keywords, and transmitting the generated event messages to the call center platform.
  • the call center platform first initiates the call call recording through the recording device, and transmits the voice media stream generated for the attendant in real time to the voice detection. a server, so that the voice detection server generates an event message in real time according to the received voice media stream; then the call center platform receives the event message generated by the voice detection server, and sends a corresponding event prompt to the operator and/or Or quality inspector.
  • real-time monitoring of the call content can be realized, thereby improving the service quality of the real-time call, and promoting the work improvement of the attendant, thereby improving the service quality of the call center.
  • FIG. 1 is a schematic flowchart of a call center voice detection method according to an embodiment of the present invention
  • FIG. 2 is a schematic flow chart of another call center voice detection method according to an embodiment of the present invention
  • FIG. 3 is a schematic flowchart of a call center voice detection method according to an embodiment of the present invention
  • FIG. 4 is a schematic diagram of a network structure for implementing call center voice detection by using a queuing machine according to an embodiment of the present invention
  • FIG. 5 is a schematic diagram of signaling interaction performed by a queuing machine to implement call center voice detection according to an embodiment of the present invention
  • 6 is a schematic diagram of an interface for setting an emotion detection quality inspection task in advance in a specific application example
  • 7 is a schematic diagram of displaying on the agent interface and the monitoring interface of the quality inspector after the real-time detection by the emotion detection server in a specific application example
  • FIG. 8 is a schematic structural diagram of a call center voice detecting apparatus according to an embodiment of the present invention
  • FIG. 9 is another schematic structural diagram of a call center voice detecting apparatus according to an embodiment of the present invention
  • a schematic diagram of the structure of a call center voice detecting device
  • FIG. 11 is a schematic structural diagram of a call center voice detection system according to an embodiment of the present invention. detailed description
  • the embodiment of the invention provides a method, a device and a system for voice detection of a call center.
  • a call center platform By modifying the call center platform, real-time keywords and/or emotional prompts can be obtained during the agent call to improve the attendant's The quality of service, and the quality inspector can also perform corresponding processing operations through real-time information.
  • the above call center platform can be a Computer Telephony Integration Platform (CTI).
  • CTI Computer Telephony Integration Platform
  • FIG. 1 is a schematic flowchart of a method provided by an embodiment of the present invention, where the method includes: Step 11: During a call between an attendant and a user call, the call center platform initiates a call call recording through a recording device, and generates a real-time call. The voice media stream for the attendant is transmitted to the voice detection server, so that the voice detection server generates an event message in real time according to the received voice media stream.
  • Step 12 The call center platform receives an event message generated by the voice detection server, and sends a corresponding event prompt to the operator and/or the quality inspector.
  • real-time monitoring of the call content can be realized through the call center platform, thereby improving the service quality of the real-time call, and promoting the work improvement of the attendant, thereby improving the service quality of the call center.
  • FIG. 2 is a schematic diagram of another call center voice detection method according to an embodiment of the present invention, where the method includes: Step 21: Receive a voice media stream sent by the call center platform for the attendant in real time during the conversation between the operator and the user.
  • Step 22 detecting an emotional point and/or a keyword according to the voice media stream in real time, and generating a corresponding event message according to the detected emotional point and/or keyword.
  • Step 23 Send the generated event message to the call center platform.
  • real-time monitoring of the call content can be realized through the call center platform, thereby improving the service quality of the real-time call, and promoting the work improvement of the operator, thereby improving the service quality of the call center.
  • FIG. 3 is a schematic flowchart of the method provided by the embodiment of the present invention, the method includes:
  • Step 31 After the attendant starts a call with the user, the call center platform initiates a call call recording through the recording device, and the recording device generates a voice media stream for the attendant in real time, and transmits the real-time generated voice media stream for the attendant. Give the voice detection server.
  • the above voice detection server may generally include an emotion detection server and/or a keyword detection server. Specifically, only the emotion detection server, or only the keyword detection server, or both may exist according to actual needs.
  • the process of the call center platform initiating the call call recording by the recording device may be: First, the call center platform requests the recording device to perform voice detection on the call, and then the recording device can initiate a call call according to the request. Recording, and real-time generation of a voice media stream for the attendant.
  • the quality inspection task of the voice detection may be preset, so that the call center platform requests the recording device to perform voice detection according to the preset quality inspection task.
  • the quality inspection task that can be preset includes one or more of the following: The quality inspection of the specified time period and the quality inspection of the designated operator. If the quality check task of the specified call is set, when the accessed call meets the specified call condition, the call center platform is triggered to request the voice recording device to perform voice detection on the call; if the designated operator's quality inspection task is set, the access is performed. When the call is made to a call with the designated operator, the call center platform is triggered to request the voice recording device to perform voice detection on the call.
  • the above-mentioned preset quality inspection tasks can be set autonomously by the operator in the call center system.
  • the foregoing recording device may include various types of recording devices supporting the call center, for example, as a queuing machine of a call center access device, etc., or may be a local agent recording device or an IP packet capture recording. Device, etc.
  • the local agent recording device installs the corresponding call center recording control software on the local computer of each agent.
  • the call center platform requests to record a certain agent call
  • the local agent recording device is on the local agent.
  • the call is recorded and converted into a media stream or a local file in real time; and the above IP capture recording device captures the IP image through the switch or router through which the voice IP stream passes, and it applies to each IP device through the network device.
  • the voice packet is analyzed, and the IP packet stream of the specific IP is intercepted and summarized into a voice stream or file.
  • the IP packet capture recording device can intercept the corresponding report according to the request. Wen came to form the corresponding recording file.
  • other ways in which call recording can be realized can be applied to the present invention.
  • Step 32 After the voice detection server receives the voice media stream generated for the attendant in real time, the voice detection server detects the emotion point and/or the keyword in real time according to the received voice media stream, and according to the detected emotion Points and/or keywords to generate corresponding event messages.
  • an event message for the emotion point and/or the keyword is generated. For example, if the emotion point is set to “anger” in advance, When the voice detection server (in this case, the emotion detection server) detects an "angry" emotion in the received voice media stream, an "angry" event message can be generated.
  • the corresponding keyword can also be set in advance, and the keyword detection server performs the check.
  • the event message of the corresponding keyword may be generated when the corresponding keyword is detected in the received voice media stream.
  • no event message may be generated or an event message with a null result may be generated.
  • Step 33 The call center platform receives the event message generated by the voice detection server, and may send a corresponding event prompt to the attendant and/or the quality inspector, and the attendant and/or the quality inspector perform corresponding according to the event prompt. Processing.
  • the service system of the call center platform may further perform a corresponding service operation prompt according to the event message, for example, an interface.
  • a corresponding service operation prompt for example, an interface. Menu changes, termination of calls or voice reduction operations; or the quality inspector can perform corresponding business processing according to the received event prompts, such as inserting a call or forcing idle to ensure better call quality.
  • the call is implemented by a queuing machine according to an embodiment of the present invention.
  • FIG. 4 Schematic diagram of the network structure of the central voice detection, in which: the call center platform (CTI platform in this specific example) generates the voice media stream of the current agent attendant to the voice detection server in real time through the site channel recording mechanism of the queue machine; The detection server performs real-time detection on the emotions and keywords preset by the operator, and generates corresponding event messages to be sent to the CTI platform through the queuing machine; the CTI platform provides the corresponding event prompts to the current agent attendant and the quality inspector.
  • CTI platform in this specific example
  • the detection server performs real-time detection on the emotions and keywords preset by the operator, and generates corresponding event messages to be sent to the CTI platform through the queuing machine
  • the CTI platform provides the corresponding event prompts to the current agent attendant and the quality inspector.
  • the quality inspector Before accessing the call, the quality inspector can first set the corresponding voice detection server, that is, set the quality inspection task of emotion detection and/or keyword detection.
  • the setting of the quality inspection task can refer to the call center.
  • a general method such as specifying a call, specifying a time period, or specifying an attendant.
  • the specific example here sets a quality inspection task that specifies the operator's emotion detection and/or keyword detection.
  • emotion detection and keyword detection belong to completely different voice detection servers, they can be unified for the process of CTI and queue machine.
  • the difference in group network is mainly emotion detection server and key. Word detection server replacement.
  • the quality inspector sets the quality inspection task of the emotion detection, the key emotions for the operator, such as anger, happiness, etc., can be set, and when the emotion detection server detects the corresponding emotion in the operator's call, it will be generated.
  • the quality inspector sets the quality inspection task for keyword detection, for example, setting keywords for the caller's call, polite expressions such as "hello” and "thank you” or other restrictions, as the keyword detection server When the set keyword is displayed during the attendant call, a corresponding keyword event message is generated.
  • a calling user makes a voice call to the call center, and the voice call is first connected to the queue.
  • the queuing machine receives the voice call, and applies for a call route to the CTI.
  • the CTI allocates the call to an attendant according to a routing algorithm, and establishes a voice connection between the calling user and the operator assigned the corresponding agent.
  • the operator calls the host user to make a call.
  • the CTI requests voice detection for the call.
  • the queuing machine After receiving the real-time voice detection application of the CTI, the queuing machine starts the call recording, performs real-time recording on the call, and generates a media stream to be sent to the voice detection server.
  • the voice detection server performs detection and identification of a key event on the real-time media stream.
  • the event message of the sentiment and/or keyword detection is reported to the queuing machine, that is, the sentiment is reported. / or the result of keyword detection to the queue.
  • the queuing machine notifies the CTI of the event message detected in real time.
  • the CTI issues the detected event message to the attendant and/or the quality inspector respectively.
  • the CTI sends the detected event message to the operator and/or the quality inspector corresponding to the quality inspection task according to the setting of the quality inspection task; then the CTI business system can according to the event message. Carry out the corresponding business prompts, or the quality inspector performs the corresponding business processing such as the insert operation.
  • FIG. 6 and FIG. 7 is a schematic diagram of an application using the method corresponding to the embodiment of the present invention in FIG. 5, and FIG. 6 is an interface for setting an emotion detection quality inspection task in advance; FIG. 7 is a After the emotion detection server detects in real time, the emotion detection event message displayed on the agent interface and the quality inspector's monitoring interface.
  • real-time monitoring of the call content can be realized through the call center platform, thereby improving the service quality of the real-time call, and promoting the work improvement of the operator, thereby improving the service quality of the call center.
  • FIG. 8 is a schematic structural diagram of an apparatus according to an embodiment of the present invention.
  • the device includes:
  • the call call recording starting unit 801 is configured to initiate a call call recording by the recording device 802 during the conversation between the operator and the user, and transmit the voice media stream generated for the attendant in real time to the voice detection server, so as to facilitate the The voice detection server generates an event message in real time according to the received voice media stream.
  • the recording device 802 is configured to start a call call recording according to the request of the call call recording starting unit 801, and generate a voice media stream for the attendant in real time.
  • the event message processing unit 803 is configured to receive an event message generated by the voice detection server, and issue a corresponding event prompt to the operator and/or the quality inspector.
  • FIG. 9 is another schematic structural diagram of the device provided by the embodiment of the present invention, and FIG. 9 further includes:
  • the quality inspection task setting unit 804 is configured to preset a quality inspection task for voice detection.
  • the call call recording activation unit 801 requests the recording device 802 according to the quality inspection task preset by the quality inspection task setting unit. Perform voice detection on the call.
  • each unit in the device is as described in the method corresponding to FIG. 5 above, and the real-time monitoring of the call content can be realized by implementing the technical solution of the device embodiment, thereby improving the service quality of the real-time call and promoting The operator's work has improved, which has improved the service quality of the call center. the amount.
  • FIG. 10 is a schematic structural diagram of another device according to an embodiment of the present invention.
  • the device includes:
  • the voice media stream receiving unit 1001 is configured to receive, during a call between the operator and the user, a voice media stream sent by the call center platform in real time for the attendant.
  • the event message generating unit 1002 is configured to detect an emotional point and/or a keyword in real time according to the received voice media stream, and generate a corresponding event message according to the detected emotional point and/or keyword.
  • the event message sending unit 1003 is configured to send the generated event message to the call center platform.
  • each unit in the device is as described in the method corresponding to FIG. 5 above, and the real-time monitoring of the call content can be realized by implementing the technical solution of the device embodiment, thereby improving the service quality of the real-time call and promoting The operator's work has improved, which in turn has improved the quality of service in the call center.
  • FIG. 11 is a schematic structural diagram of a system according to an embodiment of the present invention.
  • the system includes a call center platform 1101 and a voice detection server 1 102, where:
  • the call center platform 1101 is configured to initiate a call call recording by the recording device during the call between the operator and the user, and transmit the voice media stream generated for the attendant in real time to the voice detection server 1102;
  • the event message generated by the voice detection server 1102 is sent to the attendant and/or the quality inspector;
  • the voice detection server 1102 is configured to receive, during a call between the operator and the user, a voice media stream sent by the call center platform 1 101 for the attendant in real time; and then detect the emotional point and the real-time according to the received voice media stream. And/or keywords, and generating corresponding event messages according to the detected emotional points and/or keywords, and transmitting the generated event messages to the call center platform 1 101.
  • each unit included is only divided according to functional logic, but is not limited to the above division, as long as the corresponding function can be implemented;
  • the specific names are also for convenience of distinguishing from each other and are not intended to limit the scope of the present invention.
  • the storage medium may be a read only memory, a magnetic disk or an optical disk or the like.
  • the embodiment of the present invention can realize real-time monitoring of the call content, thereby improving the service quality of the real-time call, and promoting the work improvement of the operator, thereby improving the service quality of the call center.

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Abstract

Dans un mode de réalisation, l'invention a trait à un procédé, un dispositif et un système de détection vocale d'un centre d'appels. Selon le procédé, lors de l'établissement de la liaison entre un opérateur et un utilisateur, la plate-forme du centre d'appels commence par établir l'enregistrement d'un appel moyennant un dispositif d'enregistrement, avant d'effectuer une transmission multimédia vocale générée en temps réel d'un opérateur vers un serveur de détection vocale de manière à faciliter la génération d'un message d'événement en temps réel à charge du serveur de détection vocale selon la transmission multimédia vocale reçue (11). Ensuite, ladite plate-forme du centre d'appels reçoit le message d'événement généré par le serveur de détection vocale et envoie l'événement correspondant à l'opérateur/agent de contrôle de qualité (12). Ainsi, on assure une détection en temps réel via le contenu, ce qui améliore la qualité du service de communication en temps réel tout en contribuant à l'amélioration du travail fourni par l'opérateur et à l'amélioration de la qualité du service fourni par le centre d'appels.
PCT/CN2010/079207 2009-11-27 2010-11-27 Procédé, dispositif et système de détection vocale d'un centre d'appels WO2011063761A1 (fr)

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CN200910237999.0A CN102082879B (zh) 2009-11-27 2009-11-27 呼叫中心语音检测的方法、装置及系统
CN200910237999.0 2009-11-27

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CN112311939A (zh) * 2020-10-21 2021-02-02 国家电网有限公司客户服务中心南方分中心 一种用于电网智能语音系统

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