WO2016045479A1 - Customer service call processing method and apparatus - Google Patents

Customer service call processing method and apparatus Download PDF

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Publication number
WO2016045479A1
WO2016045479A1 PCT/CN2015/088097 CN2015088097W WO2016045479A1 WO 2016045479 A1 WO2016045479 A1 WO 2016045479A1 CN 2015088097 W CN2015088097 W CN 2015088097W WO 2016045479 A1 WO2016045479 A1 WO 2016045479A1
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Prior art keywords
customer
customer service
voice
service personnel
dedicated
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PCT/CN2015/088097
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French (fr)
Chinese (zh)
Inventor
杜超
赵晔
吴建国
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北京橙鑫数据科技有限公司
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Publication of WO2016045479A1 publication Critical patent/WO2016045479A1/en

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    • 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

Definitions

  • the present invention relates to the field of Internet applications, and in particular, to a customer service telephone processing method and apparatus.
  • the customer service system is a system of people, business processes, technology and strategy that provides the right channel for accessing organizational resources and creates customer value and corporate value through an interactive communication approach.
  • the customer service system is implemented based on a telephone or call center.
  • the customer accesses the enterprise customer service system by dialing the phone, and then the customer service system transfers the call to the human agent.
  • the idle customer service personnel in the manual agent communicate with the user to answer various questions raised by the customer.
  • the invention provides a method and a device for processing a customer service telephone to overcome the technical problem of low service efficiency in the prior art.
  • the invention provides a customer service telephone processing method, comprising:
  • the call is transferred to the artificial agent, and the customer service personnel in the manual agent provide services for the first customer.
  • the method further includes:
  • the converting the solution into a voice specifically includes:
  • the first customer does not have a dedicated customer service agent, the first customer is assigned a customer service personnel, and the converting the solution into a voice specifically includes:
  • the solution is converted to speech that matches the voice of the agent who is assigned to the first customer.
  • the determining, according to the voice information, whether the first customer has a dedicated customer service personnel specifically includes:
  • the first customer is determined to have a dedicated customer service personnel according to the correspondence between the pre-stored voiceprint and the customer service personnel.
  • the voice information further includes:
  • Determining, according to the voice information, whether the first customer has a dedicated customer service personnel specifically includes:
  • the first customer is determined to have a dedicated customer service personnel according to the correspondence between the pre-stored code and the customer service personnel.
  • the invention also provides a customer service telephone processing device, comprising:
  • a response module configured to answer a call initiated by the first client
  • a receiving module configured to receive voice information of the first client, where the voice information includes a question raised by the first client;
  • the question answering module is configured to perform semantic analysis on the voice information, retrieve an answer to the question according to the semantics, convert the solution into voice, and play the voice to the first client.
  • a switching module configured to transfer the call to a manual agent if the answer to the question cannot be retrieved according to the semantics, and provide service to the first customer by a customer service personnel in the manual agent.
  • the question answering module is further configured to:
  • the first customer has a dedicated customer service agent, converting the solution into a voice that matches the voice of the first customer's dedicated customer service personnel;
  • the first customer does not have a dedicated customer service agent, the first customer is assigned a customer service personnel, and the solution is converted into a voice that matches the voice of the customer service personnel assigned to the first customer.
  • question answering module is specifically configured to:
  • the first customer is determined to have a dedicated customer service personnel according to the correspondence between the pre-stored voiceprint and the customer service personnel.
  • the voice information further includes:
  • the question answering module is specifically used to:
  • the first customer is determined to have a dedicated customer service personnel according to the correspondence between the pre-stored code and the customer service personnel.
  • the technical effect of the invention is that by performing semantic analysis on the voice information of the first customer and answering the question according to the semantics, the automatic provision of services for the customer is realized, and the service efficiency is improved.
  • the technical problem of low service efficiency in the prior art is solved.
  • FIG. 1 is a flow chart of an embodiment of a method for processing a customer service phone according to the present invention
  • Embodiment 1 of a customer service telephone processing apparatus according to the present invention
  • FIG. 3 is a schematic structural diagram of Embodiment 2 of a customer service telephone processing apparatus according to the present invention.
  • FIG. 1 is a flowchart of an embodiment of a method for processing a customer service phone according to the present invention. As shown in FIG. 1, the method in this embodiment may include:
  • Step 101 Answer a call initiated by the first client.
  • the execution subject of the embodiment is a customer service system.
  • the first customer calls the customer service call through the client terminal to initiate a call, and the customer service system answers the call initiated by the first customer.
  • the customer service system can play a prompt tone to the first customer after picking up the call of the first customer, asking the first customer what kind of service needs to be provided.
  • Step 102 Receive voice information of the first client, where the voice information includes a question raised by the first client.
  • the first client can actively say the service that needs to be consulted (that is, voice information), and can also indicate the service that needs to be consulted after the customer service system plays the prompt tone.
  • the customer service system receives the voice information of the first customer.
  • Step 103 Perform semantic analysis on the voice information.
  • the customer service system may use voice semantic analysis technology to obtain, from the voice information, what the user needs to do.
  • Step 104 Acquire an answer to the question according to the semantics.
  • the customer service system After the customer service system acquires semantics from the voice information, it can retrieve from the big data according to the semantics, and retrieve the answer to the question.
  • Step 105 Convert the solution into a voice.
  • the answer to the question can be converted to speech.
  • Step 106 Play the voice to the first client.
  • the voice is played to the first client.
  • the technical effect of the embodiment is that, by performing semantic analysis on the voice information and answering the problem according to the semantics, the service is automatically provided for the customer, and the service efficiency is improved.
  • the technical problem of low service efficiency in the prior art is solved.
  • the call is transferred to the artificial agent, and the customer service personnel in the manual agent are The first customer provides the service.
  • the answer may be caused by the inability to retrieve the question according to the query keyword.
  • the call of the first customer may be transferred to the artificial agent, and the person is idle in the artificial seat. Customer service staff to provide services.
  • the previous session content can also be automatically presented to the customer service personnel in the manual agent, so that the customer service personnel can provide the customer with better and faster service.
  • the method before the converting the solution into a voice, the method further includes:
  • the converting the solution into a voice specifically includes:
  • the first customer does not have a dedicated customer service agent, the first customer is assigned a customer service personnel, and the converting the solution into a voice specifically includes:
  • the solution is converted to speech that matches the voice of the agent who is assigned to the first customer.
  • the customer service system can determine whether the first customer has a dedicated customer service personnel based on the voice information.
  • the first customer is a VIP user who can be assigned a dedicated customer service person during the initial registration.
  • the answer to the question is converted to voice
  • the answer is specifically converted into a voice that matches the voice of the first customer's dedicated customer service.
  • determining When a customer has a dedicated customer service staff it can also determine who the dedicated customer service personnel are, and retrieve the voice characteristics of the exclusive customer service personnel from the big data, and convert the solution into voice according to the voice characteristics of the dedicated customer service personnel. In this way, when playing the first customer, the first customer can be more familiar with the sound and get a better user experience.
  • the customer service system can determine whether the first customer has a dedicated customer service at least according to the voice information of the first customer in two ways:
  • the customer service system may obtain the voiceprint of the first customer from the voice information; and determine whether the first customer has a dedicated customer service personnel according to the correspondence between the pre-stored voiceprint and the customer service personnel.
  • the first customer can enter personal information and voiceprint in the customer service system before initiating the call.
  • the customer service system determines whether it has a dedicated customer service personnel based on the personal information of the first customer, and if there is a dedicated customer service personnel, it can also determine The identity of the dedicated customer service staff.
  • the method further includes: determining, by the voice information, whether the first client has a dedicated customer service, specifically: acquiring the first client from the voice information
  • the code is determined according to the correspondence between the pre-stored code and the customer service personnel, and whether the first customer has a dedicated customer service personnel.
  • the customer service system can pre-store each customer's code in association with the customer service staff. After the first customer initiates a call to the customer service system, the first customer can also report their own code.
  • the customer service system uses the voice recognition technology to obtain the code of the first customer, and determines whether the first customer has a dedicated customer service personnel according to the correspondence between the pre-stored code and the customer service personnel.
  • the call can be transferred to the exclusive customer service staff of the first user, and the first customer's exclusive customer service personnel can answer the first customer service question.
  • the call Due to the bad signal or network failure during the call, the call is interrupted before the first customer answers. After the call is initiated again, the first customer's dedicated customer service personnel can continue the last call. Answering, this can further improve the efficiency of the service. In addition, the user experience is higher.
  • the first customer when it is determined that the first customer does not currently have a dedicated customer service personnel, the first customer may be assigned a dedicated customer service personnel during the call, and the corresponding relationship of the first customer personnel assigned in this time is associated with the storage. stand up.
  • the first customer may be assigned a dedicated customer service based on load balancing.
  • FIG. 2 is a schematic structural diagram of Embodiment 1 of a customer service telephone processing apparatus according to the present invention. As shown in FIG. 2, the customer service telephone processing device includes:
  • the response module 201 The response module 201, the receiving module 202, and the question answering module 203.
  • the answering module 201 is configured to respond to the call initiated by the first client.
  • the receiving module 202 is configured to receive voice information of the first client, where the voice information includes a question raised by the first client;
  • the question answering module 203 is configured to perform semantic analysis on the voice information, retrieve an answer to the question according to the semantics, convert the solution into voice, and play the voice to the first client.
  • the customer service telephone processing device of this embodiment may be used to implement the technical solution of the method embodiment shown in FIG. 1 , and the implementation principle and technical effects thereof are similar, and details are not described herein again.
  • FIG. 3 is a schematic structural diagram of Embodiment 2 of a customer service telephone processing apparatus according to the present invention. As shown in FIG. 3, based on the foregoing embodiment, further comprising: the switching module 204.
  • the switching module 204 is configured to transfer the call to the manual agent if the answer to the question cannot be retrieved according to the semantics, and provide the first customer by the customer service personnel in the manual agent. service.
  • the customer service telephone processing device of this embodiment may be used to implement the technical solution of the method embodiment shown in FIG. 1 , and the implementation principle and technical effects thereof are similar, and details are not described herein again.
  • the question answering module is further configured to:
  • the first customer has a dedicated customer service agent, converting the solution into a voice that matches the voice of the first customer's dedicated customer service personnel;
  • the first customer does not have a dedicated customer service agent, the first customer is assigned a customer service personnel, and the solution is converted into a voice that matches the voice of the customer service personnel assigned to the first customer.
  • the question answering module is specifically configured to:
  • the first customer is determined to have a dedicated customer service personnel according to the correspondence between the pre-stored voiceprint and the customer service personnel.
  • the voice information further includes:
  • the question answering module is specifically used to:
  • the first customer is determined to have a dedicated customer service personnel according to the correspondence between the pre-stored code and the customer service personnel.
  • the customer service telephone processing device of the above embodiment is used to execute the customer service telephone processing method correspondingly, and the implementation principle and technical effects thereof are similar, and details are not described herein again.

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Abstract

Provided are a customer service call processing method and apparatus. The customer service call processing method comprises: answering a call initiated by a first customer (101); receiving a voice message from the first customer, the voice message comprising a question raised by the first customer (102); conducting semantic analysis on the voice message (103); selecting an answer to the question according to the semantics thereof (104); converting the answer into voice (105); playing the voice to the first customer (106). By analyzing the semantics of the first customer voice message and selecting the answer to the question according to the semantics thereof, the customer can be automatically served, thus improving service efficiency and solving the technical problem of low service efficiency in the prior art.

Description

客服电话处理方法及装置Customer service telephone processing method and device 技术领域Technical field
本发明涉及互联网应用领域，尤其涉及一种客服电话处理方法及装置。The present invention relates to the field of Internet applications, and in particular, to a customer service telephone processing method and apparatus.
背景技术Background technique
客户服务系统是一个人员、业务流程、技术和战略相协调的系统，它提供了获取组织资源的恰当渠道，通过一种互动的沟通方式来创造客户价值和企业价值。The customer service system is a system of people, business processes, technology and strategy that provides the right channel for accessing organizational resources and creates customer value and corporate value through an interactive communication approach.
客户服务系统是基于电话或呼叫中心实现的。客户通过拨打电话接入到企业的客户服务系统，然后客户服务系统将该电话转接到人工坐席，由人工坐席中空闲的客户服务人员与该用户进行电话沟通，解答客户提出的各种问题。The customer service system is implemented based on a telephone or call center. The customer accesses the enterprise customer service system by dialing the phone, and then the customer service system transfers the call to the human agent. The idle customer service personnel in the manual agent communicate with the user to answer various questions raised by the customer.
然而，这种传统的客服电话处理方法，一名客服人员在同一时间只能进行一对一的服务，服务效率不高。However, this traditional customer service telephone processing method, a customer service staff can only perform one-to-one service at the same time, the service efficiency is not high.
发明内容Summary of the invention
本发明提供一种客服电话处理方法及装置，以克服现有技术中服务效率不高的技术问题。The invention provides a method and a device for processing a customer service telephone to overcome the technical problem of low service efficiency in the prior art.
本发明提供了一种客服电话处理方法，包括：The invention provides a customer service telephone processing method, comprising:
应答第一客户发起的呼叫；Responding to a call initiated by the first customer;
接收所述第一客户的语音信息，所述语音信息包括所述第一客户提出的问题；Receiving voice information of the first client, where the voice information includes a question raised by the first client;
对所述语音信息进行语义分析；Semantic analysis of the voice information;
根据所述语义调取所述问题的解答；Answering the solution to the question according to the semantics;
将所述解答转换为语音；Convert the solution to speech;
将所述语音播放给所述第一客户。Playing the voice to the first client.
进一步地，若无法根据所述语义调取所述问题的解答，则将所述呼叫转入人工坐席，由所述人工坐席中的客户服务人员为所述第一客户提供服务。Further, if the answer to the question cannot be retrieved according to the semantics, the call is transferred to the artificial agent, and the customer service personnel in the manual agent provide services for the first customer.
进一步地，所述将所述解答转换为语音之前，还包括：Further, before the converting the solution into a voice, the method further includes:
根据所述语音信息确定所述第一客户是否具有专属客服人员；Determining, according to the voice information, whether the first customer has a dedicated customer service personnel;
若所述第一客户具有专属客服人员，则所述将所述解答转换为语音具体包括：If the first customer has a dedicated customer service, the converting the solution into a voice specifically includes:
将所述解答转换为与所述第一客户的专属客服人员的声音相匹配的语音； Converting the solution to a voice that matches the voice of the first customer's dedicated customer service;
若所述第一客户不具有专属客服人员，则为所述第一客户分配客服人员，所述将所述解答转换为语音具体包括：If the first customer does not have a dedicated customer service agent, the first customer is assigned a customer service personnel, and the converting the solution into a voice specifically includes:
将所述解答转换为与为所述第一客户分配的所述客服人员的声音相匹配的语音。The solution is converted to speech that matches the voice of the agent who is assigned to the first customer.
进一步地，所述根据所述语音信息确定所述第一客户是否具有专属客服人员，具体包括：Further, the determining, according to the voice information, whether the first customer has a dedicated customer service personnel, specifically includes:
从所述语音信息中获取第一客户的声纹；Acquiring the voiceprint of the first customer from the voice information;
根据预存的声纹与客服人员的对应关系，确定所述第一客户是否具有专属客服人员。The first customer is determined to have a dedicated customer service personnel according to the correspondence between the pre-stored voiceprint and the customer service personnel.
进一步地，所述语音信息，还包括：Further, the voice information further includes:
所述第一客户的编码；The code of the first customer;
所述根据所述语音信息确定所述第一客户是否具有专属客服人员，具体包括：Determining, according to the voice information, whether the first customer has a dedicated customer service personnel, specifically includes:
从所述语音信息中获取第一客户的编码；Obtaining a code of the first client from the voice information;
根据预存的编码与客服人员的对应关系，确定所述第一客户是否具有专属客服人员。The first customer is determined to have a dedicated customer service personnel according to the correspondence between the pre-stored code and the customer service personnel.
本发明还提供一种客服电话处理装置，包括：The invention also provides a customer service telephone processing device, comprising:
应答模块，用于应答第一客户发起的呼叫；a response module, configured to answer a call initiated by the first client;
接收模块，用于接收所述第一客户的语音信息，所述语音信息包括所述第一客户提出的问题；a receiving module, configured to receive voice information of the first client, where the voice information includes a question raised by the first client;
疑问解答模块，用于对所述语音信息进行语义分析，根据所述语义调取所述问题的解答，将所述解答转换为语音，以及将所述语音播放给所述第一客户。The question answering module is configured to perform semantic analysis on the voice information, retrieve an answer to the question according to the semantics, convert the solution into voice, and play the voice to the first client.
进一步地，还包括：Further, it also includes:
转接模块，用于若无法根据所述语义调取所述问题的解答，则将所述呼叫转入人工坐席，由所述人工坐席中的客户服务人员为所述第一客户提供服务。And a switching module, configured to transfer the call to a manual agent if the answer to the question cannot be retrieved according to the semantics, and provide service to the first customer by a customer service personnel in the manual agent.
进一步地，所述疑问解答模块，还用于：Further, the question answering module is further configured to:
根据所述语音信息确定所述第一客户是否具有专属客服人员；Determining, according to the voice information, whether the first customer has a dedicated customer service personnel;
若所述第一客户具有专属客服人员，则将所述解答转换为与所述第一客户的专属客服人员的声音相匹配的语音；If the first customer has a dedicated customer service agent, converting the solution into a voice that matches the voice of the first customer's dedicated customer service personnel;
若所述第一客户不具有专属客服人员，则为所述第一客户分配客服人员，将所述解答转换为与为所述第一客户分配的所述客服人员的声音相匹配的语音。If the first customer does not have a dedicated customer service agent, the first customer is assigned a customer service personnel, and the solution is converted into a voice that matches the voice of the customer service personnel assigned to the first customer.
进一步地，所述疑问解答模块，具体用于：Further, the question answering module is specifically configured to:
从所述语音信息中获取第一客户的声纹；Acquiring the voiceprint of the first customer from the voice information;
根据预存的声纹与客服人员的对应关系，确定所述第一客户是否具有专属客服人员。 The first customer is determined to have a dedicated customer service personnel according to the correspondence between the pre-stored voiceprint and the customer service personnel.
进一步地，所述语音信息，还包括：Further, the voice information further includes:
所述第一客户的编码；The code of the first customer;
所述疑问解答模块，具体用于：The question answering module is specifically used to:
从所述语音信息中获取第一客户的编码；Obtaining a code of the first client from the voice information;
根据预存的编码与客服人员的对应关系，确定所述第一客户是否具有专属客服人员。The first customer is determined to have a dedicated customer service personnel according to the correspondence between the pre-stored code and the customer service personnel.
本发明的技术效果是：通过对第一客户的语音信息进行语义分析，并根据语义调取问题的解答，从而实现了自动地为客户提供服务，提高了服务的效率。解决了现有技术中服务效率不高的技术问题。The technical effect of the invention is that by performing semantic analysis on the voice information of the first customer and answering the question according to the semantics, the automatic provision of services for the customer is realized, and the service efficiency is improved. The technical problem of low service efficiency in the prior art is solved.
附图说明DRAWINGS
图1为本发明客服电话处理方法实施例的流程图；1 is a flow chart of an embodiment of a method for processing a customer service phone according to the present invention;
图2为本发明客服电话处理装置实施例一的结构示意图；2 is a schematic structural diagram of Embodiment 1 of a customer service telephone processing apparatus according to the present invention;
图3为本发明客服电话处理装置实施例二的结构示意图。FIG. 3 is a schematic structural diagram of Embodiment 2 of a customer service telephone processing apparatus according to the present invention.
具体实施方式detailed description
图1为本发明客服电话处理方法实施例的流程图。如图1所示，本实施例的方法可以包括：FIG. 1 is a flowchart of an embodiment of a method for processing a customer service phone according to the present invention. As shown in FIG. 1, the method in this embodiment may include:
步骤101、应答第一客户发起的呼叫。Step 101: Answer a call initiated by the first client.
具体地，本实施例的执行主体为客户服务系统。第一客户通过客户终端拨打客服电话以发起呼叫，客户服务系统应答该第一客户发起的呼叫。优选地，客户服务系统可以在接起第一客户的呼叫后向第一客户播放提示音，询问第一客户需要被提供怎样的服务。Specifically, the execution subject of the embodiment is a customer service system. The first customer calls the customer service call through the client terminal to initiate a call, and the customer service system answers the call initiated by the first customer. Preferably, the customer service system can play a prompt tone to the first customer after picking up the call of the first customer, asking the first customer what kind of service needs to be provided.
步骤102、接收所述第一客户的语音信息，所述语音信息包括所述第一客户提出的问题。Step 102: Receive voice information of the first client, where the voice information includes a question raised by the first client.
具体地，第一客户在电话接通后，可以主动说出需要咨询的业务(也即语音信息)，也可以在客户服务系统播放提示音后说出需要咨询的业务。Specifically, after the phone is connected, the first client can actively say the service that needs to be consulted (that is, voice information), and can also indicate the service that needs to be consulted after the customer service system plays the prompt tone.
相应地，客户服务系统接收第一客户的语音信息。Accordingly, the customer service system receives the voice information of the first customer.
步骤103、对所述语音信息进行语义分析。Step 103: Perform semantic analysis on the voice information.
具体地，客户服务系统接收到第一客户的语音信息后，可以利用语音语义分析技术从该语音信息中获得用户所需要做的事情。 Specifically, after receiving the voice information of the first client, the customer service system may use voice semantic analysis technology to obtain, from the voice information, what the user needs to do.
步骤104、根据所述语义调取所述问题的解答。Step 104: Acquire an answer to the question according to the semantics.
具体地，客户服务系统从语音信息获取语义后，可以根据语义从大数据中检索，并调取出问题的解答。Specifically, after the customer service system acquires semantics from the voice information, it can retrieve from the big data according to the semantics, and retrieve the answer to the question.
需要说明的是，大数据中存储的问题解答通常为文字形式的。It should be noted that the answers to questions stored in big data are usually in text form.
步骤105、将所述解答转换为语音。Step 105: Convert the solution into a voice.
具体地，在客户服务系统调取到问题的解答后，可将该问题的解答转换为语音。Specifically, after the customer service system retrieves the answer to the question, the answer to the question can be converted to speech.
步骤106、将所述语音播放给所述第一客户。Step 106: Play the voice to the first client.
具体地，在客户服务系统将问题的解答转换为语音后，将语音播放给第一客户。Specifically, after the customer service system converts the answer to the question into a voice, the voice is played to the first client.
本实施例的技术效果在于：通过对语音信息进行语义分析，并根据语义调取问题的解答，从而实现了自动地为客户提供服务，提高了服务的效率。解决了现有技术中服务效率不高的技术问题。The technical effect of the embodiment is that, by performing semantic analysis on the voice information and answering the problem according to the semantics, the service is automatically provided for the customer, and the service efficiency is improved. The technical problem of low service efficiency in the prior art is solved.
在上述实施例的基础上，进一步地，若无法根据所述查询关键词调取所述问题的解答，则将所述呼叫转入人工坐席，由所述人工坐席中的客户服务人员为所述第一客户提供服务。On the basis of the foregoing embodiment, further, if the answer to the question cannot be retrieved according to the query keyword, the call is transferred to the artificial agent, and the customer service personnel in the manual agent are The first customer provides the service.
具体地，由于例如客户发音不标准等原因，可能会造成的无法根据查询关键词调取问题的解答的情况，此时，可以将第一客户的呼叫转接如人工坐席，由人工坐席中空闲的客户服务人员为其提供服务。Specifically, due to reasons such as the non-standard pronunciation of the customer, the answer may be caused by the inability to retrieve the question according to the query keyword. At this time, the call of the first customer may be transferred to the artificial agent, and the person is idle in the artificial seat. Customer service staff to provide services.
优选地，在将该呼叫转接给人工坐席时，还可以自动将之前的会话内容呈现给人工坐席中的客户服务人员，以方便客户服务人员更好地、更快地为客户提供服务。Preferably, when transferring the call to the artificial agent, the previous session content can also be automatically presented to the customer service personnel in the manual agent, so that the customer service personnel can provide the customer with better and faster service.
在上述实施例的基础上，进一步地，所述将所述解答转换为语音之前，还包括：Based on the foregoing embodiment, before the converting the solution into a voice, the method further includes:
根据所述语音信息确定所述第一客户是否具有专属客服人员；Determining, according to the voice information, whether the first customer has a dedicated customer service personnel;
若所述第一客户具有专属客服人员，则所述将所述解答转换为语音具体包括：If the first customer has a dedicated customer service, the converting the solution into a voice specifically includes:
将所述解答转换为与所述第一客户的专属客服人员的声音相匹配的语音；Converting the solution to a voice that matches the voice of the first customer's dedicated customer service;
若所述第一客户不具有专属客服人员，则为所述第一客户分配客服人员，所述将所述解答转换为语音具体包括：If the first customer does not have a dedicated customer service agent, the first customer is assigned a customer service personnel, and the converting the solution into a voice specifically includes:
将所述解答转换为与为所述第一客户分配的所述客服人员的声音相匹配的语音。The solution is converted to speech that matches the voice of the agent who is assigned to the first customer.
具体地，客户服务系统可以根据语音信息确定第一客户是否具有专属客服人员。例如，该第一客户是VIP用户，在前期注册时可以为其分配专属客户服务人员。Specifically, the customer service system can determine whether the first customer has a dedicated customer service personnel based on the voice information. For example, the first customer is a VIP user who can be assigned a dedicated customer service person during the initial registration.
如果确定第一客户是否具有专属客服人员的，则在将问题的解答转换为语音时，具体将解答转换为与第一客户的专属客服人员的声音相匹配的语音。示例性地，在确定第 一客户是否具有专属客服人员时，还可以确定该专属客服人员具体是谁，并从大数据中调取该专属客服人员的声音特征，并根据该专属客服人员的声音特征将解答转换为语音。这样在向第一客户放音的时候，第一客户可以更加熟悉该声音，获得更好的用户体验。If it is determined whether the first customer has a dedicated customer service, when the answer to the question is converted to voice, the answer is specifically converted into a voice that matches the voice of the first customer's dedicated customer service. Illustratively, in determining When a customer has a dedicated customer service staff, it can also determine who the dedicated customer service personnel are, and retrieve the voice characteristics of the exclusive customer service personnel from the big data, and convert the solution into voice according to the voice characteristics of the dedicated customer service personnel. In this way, when playing the first customer, the first customer can be more familiar with the sound and get a better user experience.
更加具体地，客户服务系统至少可以通过以下两种方式根据第一客户的语音信息确定第一客户是否具有专属客服人员：More specifically, the customer service system can determine whether the first customer has a dedicated customer service at least according to the voice information of the first customer in two ways:
客户服务系统可以从所述语音信息中获取第一客户的声纹；根据预存的声纹与客服人员的对应关系，确定所述第一客户是否具有专属客服人员。第一客户可在发起本次呼叫之前，在客户服务系统中录入个人信息以及声纹，客户服务系统根据第一客户的个人信息确定其是否具有专属客服人员，如果具有专属客服人员，还可以确定专属客服人员的身份。The customer service system may obtain the voiceprint of the first customer from the voice information; and determine whether the first customer has a dedicated customer service personnel according to the correspondence between the pre-stored voiceprint and the customer service personnel. The first customer can enter personal information and voiceprint in the customer service system before initiating the call. The customer service system determines whether it has a dedicated customer service personnel based on the personal information of the first customer, and if there is a dedicated customer service personnel, it can also determine The identity of the dedicated customer service staff.
或者，所述语音信息，还包括：所述第一客户的编码；所述根据所述语音信息确定所述第一客户是否具有专属客服人员，具体包括：从所述语音信息中获取第一客户的编码；根据预存的编码与客服人员的对应关系，确定所述第一客户是否具有专属客服人员。客户服务系统可以预先将每个客户的编码与客服人员相关联的存储起来。当第一客户向客户服务系统发起的呼叫被接通后，第一客户还可以报出自己的编码。客户服务系统利用语音识别技术获得第一客户的编码，并根据预先存储的编码与客服人员的对应关系确定第一客户是否具有专属客服人员。Or the voice information, the method further includes: determining, by the voice information, whether the first client has a dedicated customer service, specifically: acquiring the first client from the voice information The code is determined according to the correspondence between the pre-stored code and the customer service personnel, and whether the first customer has a dedicated customer service personnel. The customer service system can pre-store each customer's code in association with the customer service staff. After the first customer initiates a call to the customer service system, the first customer can also report their own code. The customer service system uses the voice recognition technology to obtain the code of the first customer, and determines whether the first customer has a dedicated customer service personnel according to the correspondence between the pre-stored code and the customer service personnel.
此外，在客户服务系统若无法根据语义调取问题的解答时，可以将呼叫转接给第一用户的专属客服人员，由第一用户的专属客服人员为第一客服答疑解问。In addition, if the customer service system cannot answer the question according to the semantics, the call can be transferred to the exclusive customer service staff of the first user, and the first customer's exclusive customer service personnel can answer the first customer service question.
由于在接打电话过程中，由于信号不好或网络故障等原因，在第一客户过得解答之前呼叫就中断了，在再次发起呼叫后，第一客户的专属客服人员可以接续上次呼叫继续进行解答，这样可以进一步地提高服务的效率。此外，用户体验也更高。Due to the bad signal or network failure during the call, the call is interrupted before the first customer answers. After the call is initiated again, the first customer's dedicated customer service personnel can continue the last call. Answering, this can further improve the efficiency of the service. In addition, the user experience is higher.
优选地，在确定第一客户当前不具有专属客服人员时，还可在此次呼叫过程中为第一客户分配专属客服人员，并将本次分配的第一客户人员的对应关系相关联的存储起来。Preferably, when it is determined that the first customer does not currently have a dedicated customer service personnel, the first customer may be assigned a dedicated customer service personnel during the call, and the corresponding relationship of the first customer personnel assigned in this time is associated with the storage. stand up.
更加具体地，可以根据负载均衡为第一客户分配专属客服人员。More specifically, the first customer may be assigned a dedicated customer service based on load balancing.
图2为本发明客服电话处理装置实施例一的结构示意图。如图2所示，客服电话处理装置，包括：FIG. 2 is a schematic structural diagram of Embodiment 1 of a customer service telephone processing apparatus according to the present invention. As shown in FIG. 2, the customer service telephone processing device includes:
应答模块201、接收模块202以及疑问解答模块203。 The response module 201, the receiving module 202, and the question answering module 203.
其中，应答模块201，用于应答第一客户发起的呼叫；The answering module 201 is configured to respond to the call initiated by the first client.
接收模块202，用于接收所述第一客户的语音信息，所述语音信息包括所述第一客户提出的问题；The receiving module 202 is configured to receive voice information of the first client, where the voice information includes a question raised by the first client;
疑问解答模块203，用于对所述语音信息进行语义分析，根据所述语义调取所述问题的解答，将所述解答转换为语音，以及将所述语音播放给所述第一客户。The question answering module 203 is configured to perform semantic analysis on the voice information, retrieve an answer to the question according to the semantics, convert the solution into voice, and play the voice to the first client.
本实施例的客服电话处理装置可以用于执行图1所示方法实施例的技术方案，其实现原理和技术效果类似，此处不再赘述。The customer service telephone processing device of this embodiment may be used to implement the technical solution of the method embodiment shown in FIG. 1 , and the implementation principle and technical effects thereof are similar, and details are not described herein again.
图3为本发明客服电话处理装置实施例二的结构示意图。如图3所示，在上述实施例的基础上，进一步地，还包括：转接模块204。FIG. 3 is a schematic structural diagram of Embodiment 2 of a customer service telephone processing apparatus according to the present invention. As shown in FIG. 3, based on the foregoing embodiment, further comprising: the switching module 204.
其中，转接模块204，用于若无法根据所述语义调取所述问题的解答，则将所述呼叫转入人工坐席，由所述人工坐席中的客户服务人员为所述第一客户提供服务。The switching module 204 is configured to transfer the call to the manual agent if the answer to the question cannot be retrieved according to the semantics, and provide the first customer by the customer service personnel in the manual agent. service.
本实施例的客服电话处理装置可以用于执行图1所示方法实施例的技术方案，其实现原理和技术效果类似，此处不再赘述。The customer service telephone processing device of this embodiment may be used to implement the technical solution of the method embodiment shown in FIG. 1 , and the implementation principle and technical effects thereof are similar, and details are not described herein again.
在上述实施例的基础上，进一步地，所述疑问解答模块，还用于：Based on the foregoing embodiment, further, the question answering module is further configured to:
根据所述语音信息确定所述第一客户是否具有专属客服人员；Determining, according to the voice information, whether the first customer has a dedicated customer service personnel;
若所述第一客户具有专属客服人员，则将所述解答转换为与所述第一客户的专属客服人员的声音相匹配的语音；If the first customer has a dedicated customer service agent, converting the solution into a voice that matches the voice of the first customer's dedicated customer service personnel;
若所述第一客户不具有专属客服人员，则为所述第一客户分配客服人员，将所述解答转换为与为所述第一客户分配的所述客服人员的声音相匹配的语音。If the first customer does not have a dedicated customer service agent, the first customer is assigned a customer service personnel, and the solution is converted into a voice that matches the voice of the customer service personnel assigned to the first customer.
在上述实施例的基础上，进一步地，所述疑问解答模块，具体用于：Based on the foregoing embodiment, further, the question answering module is specifically configured to:
从所述语音信息中获取第一客户的声纹；Acquiring the voiceprint of the first customer from the voice information;
根据预存的声纹与客服人员的对应关系，确定所述第一客户是否具有专属客服人员。The first customer is determined to have a dedicated customer service personnel according to the correspondence between the pre-stored voiceprint and the customer service personnel.
在上述实施例的基础上，进一步地，所述语音信息，还包括：Based on the foregoing embodiment, the voice information further includes:
所述第一客户的编码；The code of the first customer;
所述疑问解答模块，具体用于：The question answering module is specifically used to:
从所述语音信息中获取第一客户的编码；Obtaining a code of the first client from the voice information;
根据预存的编码与客服人员的对应关系，确定所述第一客户是否具有专属客服人员。The first customer is determined to have a dedicated customer service personnel according to the correspondence between the pre-stored code and the customer service personnel.
上述实施例的客服电话处理装置，均用于对应执行客服电话处理方法，其实现原理和技术效果类似，此处不再赘述。The customer service telephone processing device of the above embodiment is used to execute the customer service telephone processing method correspondingly, and the implementation principle and technical effects thereof are similar, and details are not described herein again.
最后应说明的是：以上实施例仅用以说明本发明的技术方案，而非对其限制；尽管 参照前述实施例对本发明进行了详细的说明，本领域的普通技术人员应当理解：其依然可以对前述各实施例所记载的技术方案进行修改，或者对其中部分技术特征进行等同替换；而这些修改或者替换，并不使相应技术方案的本质脱离本发明各实施例技术方案的精神和范围。 Finally, it should be noted that the above embodiments are only used to illustrate the technical solution of the present invention, and are not limited thereto; The present invention will be described in detail with reference to the foregoing embodiments, and those skilled in the art should understand that the technical solutions described in the foregoing embodiments may be modified, or some of the technical features may be equivalently replaced. Or, instead, the essence of the corresponding technical solutions is not deviated from the spirit and scope of the technical solutions of the embodiments of the present invention.

Claims (10)

  1. 一种客服电话处理方法，其特征在于，包括：A customer service telephone processing method, characterized in that it comprises:
    应答第一客户发起的呼叫；Responding to a call initiated by the first customer;
    接收所述第一客户的语音信息，所述语音信息包括所述第一客户提出的问题；Receiving voice information of the first client, where the voice information includes a question raised by the first client;
    对所述语音信息进行语义分析；Semantic analysis of the voice information;
    根据所述语义调取所述问题的解答；Answering the solution to the question according to the semantics;
    将所述解答转换为语音；Convert the solution to speech;
    将所述语音播放给所述第一客户。Playing the voice to the first client.
  2. 根据权利要求1所述的方法，其特征在于，若无法根据所述语义调取所述问题的解答，则将所述呼叫转入人工坐席，由所述人工坐席中的客户服务人员为所述第一客户提供服务。The method according to claim 1, wherein if the answer to the question cannot be retrieved according to the semantics, the call is transferred to a human agent, and the customer service personnel in the manual agent are The first customer provides the service.
  3. 根据权利要求1或2所述的方法，其特征在于，所述将所述解答转换为语音之前，还包括：The method according to claim 1 or 2, wherein before the converting the solution into a voice, the method further comprises:
    根据所述语音信息确定所述第一客户是否具有专属客服人员；Determining, according to the voice information, whether the first customer has a dedicated customer service personnel;
    若所述第一客户具有专属客服人员，则所述将所述解答转换为语音具体包括：If the first customer has a dedicated customer service, the converting the solution into a voice specifically includes:
    将所述解答转换为与所述第一客户的专属客服人员的声音相匹配的语音；Converting the solution to a voice that matches the voice of the first customer's dedicated customer service;
    若所述第一客户不具有专属客服人员，则为所述第一客户分配客服人员，所述将所述解答转换为语音具体包括：If the first customer does not have a dedicated customer service agent, the first customer is assigned a customer service personnel, and the converting the solution into a voice specifically includes:
    将所述解答转换为与为所述第一客户分配的所述客服人员的声音相匹配的语音。The solution is converted to speech that matches the voice of the agent who is assigned to the first customer.
  4. 根据权利要求3所述的方法，其特征在于，所述根据所述语音信息确定所述第一客户是否具有专属客服人员，具体包括：The method according to claim 3, wherein the determining, according to the voice information, whether the first customer has a dedicated customer service personnel comprises:
    从所述语音信息中获取第一客户的声纹；Acquiring the voiceprint of the first customer from the voice information;
    根据预存的声纹与客服人员的对应关系，确定所述第一客户是否具有专属客服人员。The first customer is determined to have a dedicated customer service personnel according to the correspondence between the pre-stored voiceprint and the customer service personnel.
  5. 根据权利要求3所述的方法，其特征在于，所述语音信息，还包括：The method according to claim 3, wherein the voice information further comprises:
    所述第一客户的编码；The code of the first customer;
    所述根据所述语音信息确定所述第一客户是否具有专属客服人员，具体包括：Determining, according to the voice information, whether the first customer has a dedicated customer service personnel, specifically includes:
    从所述语音信息中获取第一客户的编码；Obtaining a code of the first client from the voice information;
    根据预存的编码与客服人员的对应关系，确定所述第一客户是否具有专属客服人员。The first customer is determined to have a dedicated customer service personnel according to the correspondence between the pre-stored code and the customer service personnel.
  6. 一种客服电话处理装置，其特征在于，包括：A customer service telephone processing device, comprising:
    应答模块，用于应答第一客户发起的呼叫；a response module, configured to answer a call initiated by the first client;
    接收模块，用于接收所述第一客户的语音信息，所述语音信息包括所述第一客户提 出的问题；a receiving module, configured to receive voice information of the first client, where the voice information includes the first client Problem
    疑问解答模块，用于对所述语音信息进行语义分析，根据所述语义调取所述问题的解答，将所述解答转换为语音，以及将所述语音播放给所述第一客户。The question answering module is configured to perform semantic analysis on the voice information, retrieve an answer to the question according to the semantics, convert the solution into voice, and play the voice to the first client.
  7. 根据权利要求6所述的装置，其特征在于，还包括：The device according to claim 6, further comprising:
    转接模块，用于若无法根据所述语义调取所述问题的解答，则将所述呼叫转入人工坐席，由所述人工坐席中的客户服务人员为所述第一客户提供服务。And a switching module, configured to transfer the call to a manual agent if the answer to the question cannot be retrieved according to the semantics, and provide service to the first customer by a customer service personnel in the manual agent.
  8. 根据权利要求6或7所述的装置，其特征在于，所述疑问解答模块，还用于：The device according to claim 6 or 7, wherein the question answering module is further configured to:
    根据所述语音信息确定所述第一客户是否具有专属客服人员；Determining, according to the voice information, whether the first customer has a dedicated customer service personnel;
    若所述第一客户具有专属客服人员，则将所述解答转换为与所述第一客户的专属客服人员的声音相匹配的语音；If the first customer has a dedicated customer service agent, converting the solution into a voice that matches the voice of the first customer's dedicated customer service personnel;
    若所述第一客户不具有专属客服人员，则为所述第一客户分配客服人员，将所述解答转换为与为所述第一客户分配的所述客服人员的声音相匹配的语音。If the first customer does not have a dedicated customer service agent, the first customer is assigned a customer service personnel, and the solution is converted into a voice that matches the voice of the customer service personnel assigned to the first customer.
  9. 根据权利要求8所述的装置，其特征在于，所述疑问解答模块，具体用于：The device according to claim 8, wherein the question answering module is specifically configured to:
    从所述语音信息中获取第一客户的声纹；Acquiring the voiceprint of the first customer from the voice information;
    根据预存的声纹与客服人员的对应关系，确定所述第一客户是否具有专属客服人员。The first customer is determined to have a dedicated customer service personnel according to the correspondence between the pre-stored voiceprint and the customer service personnel.
  10. 根据权利要求8所述的装置，其特征在于，所述语音信息，还包括：The device according to claim 8, wherein the voice information further comprises:
    所述第一客户的编码；The code of the first customer;
    所述疑问解答模块，具体用于：The question answering module is specifically used to:
    从所述语音信息中获取第一客户的编码；Obtaining a code of the first client from the voice information;
    根据预存的编码与客服人员的对应关系，确定所述第一客户是否具有专属客服人员。 The first customer is determined to have a dedicated customer service personnel according to the correspondence between the pre-stored code and the customer service personnel.
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