WO2018121024A1 - Service voice navigation method and device, server and storage medium - Google Patents

Service voice navigation method and device, server and storage medium Download PDF

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Publication number
WO2018121024A1
WO2018121024A1 PCT/CN2017/108096 CN2017108096W WO2018121024A1 WO 2018121024 A1 WO2018121024 A1 WO 2018121024A1 CN 2017108096 W CN2017108096 W CN 2017108096W WO 2018121024 A1 WO2018121024 A1 WO 2018121024A1
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WO
WIPO (PCT)
Prior art keywords
service
navigation
terminal
voice
type
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PCT/CN2017/108096
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French (fr)
Chinese (zh)
Inventor
彭小明
李培彬
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平安科技(深圳)有限公司
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Publication of WO2018121024A1 publication Critical patent/WO2018121024A1/en

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    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/42136Administration or customisation of services
    • H04M3/4217Managing service interactions
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/487Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H04M3/4936Speech interaction details
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends

Definitions

  • the present application relates to the field of information processing technologies, and in particular, to a service voice navigation method, apparatus, server, and storage medium.
  • the service provider when doing business by calling a service call, the service provider will set up a service navigation to guide the customer to handle related business through voice prompts.
  • the traditional telephone navigation it is mainly to guide the customer to select the business to be handled by pressing the button.
  • the customer by pressing the button to guide the customer to select the corresponding service, the customer needs to perform multiple key presses to access the service interface corresponding to the service that the customer needs to handle, and the customer operation is cumbersome.
  • a business voice navigation method, apparatus, server, and storage medium are provided.
  • a business voice navigation method includes:
  • a business voice navigation device includes:
  • a terminal identifier obtaining module configured to acquire a terminal identifier of the incoming terminal
  • a service type extraction module configured to extract a service type that is successfully navigated by the terminal identifier corresponding to the terminal identifier in a preset time period
  • a navigation information obtaining module configured to acquire voice navigation information corresponding to the extracted service type
  • a navigation information playing module configured to send the obtained voice navigation information to the incoming call terminal and play the same;
  • a confirmation information receiving module configured to receive voice confirmation information returned by the incoming call terminal according to the acquired voice navigation information
  • the service task processing module is configured to create and process a service task of the incoming terminal according to the received voice confirmation information, where the service task corresponds to the extracted service type.
  • a server includes a memory and a processor, the memory storing instructions that, when executed by the processor, cause the processor to perform the following steps:
  • One or more storage media storing computer executable instructions that, when executed by one or more processors, cause the one or more processors to perform the following steps:
  • FIG. 1 is an application environment diagram of a business voice navigation system in an embodiment
  • FIG. 2 is a schematic diagram showing the internal structure of a server in a service voice navigation system in an embodiment
  • FIG. 3 is a schematic flowchart of a service voice navigation method in an embodiment
  • FIG. 4 is a schematic flow chart of steps of searching for a service type in an embodiment
  • FIG. 5 is a schematic flowchart of a step of acquiring a terminal identifier in an embodiment
  • FIG. 6 is a schematic flow chart of steps of generating a service navigation record in an embodiment
  • FIG. 7 is a structural block diagram of a service voice navigation device in an embodiment
  • FIG. 8 is a structural block diagram of a service type extraction module in an embodiment
  • FIG. 9 is a structural block diagram of a service task processing module in an embodiment
  • FIG. 10 is a structural block diagram of a service voice navigation apparatus in another embodiment.
  • the service voice navigation system includes an incoming terminal 110, a server 120, and a service terminal 130, wherein the incoming terminal 110 and the service terminal 130 are connected to the server 120 through a network.
  • the incoming call terminal 110 and the service terminal 120 may be a desktop computer, a landline phone or a mobile terminal, and the mobile terminal may specifically be at least one of a tablet computer, a smart phone, a personal data assistant, and a networkable electronic reader.
  • FIG. 2 is a schematic diagram showing the internal structure of the server 120 in the service voice navigation system of FIG. 1 in an embodiment.
  • the server 120 includes a processor, a non-volatile storage medium, an internal memory, and a network interface connected by a system bus.
  • the processor of server 120 is used to provide computing and control capabilities to support the operation of the entire server 120
  • the memory is used to store data, code instructions, etc.
  • the network interface is used for network communication with the incoming call terminal 110 and the kiosk 130.
  • At least one computer executable instruction is stored on the memory, and the computer executable instructions are executable by the processor to implement the business voice navigation method applicable to the server 120 provided in the embodiment of the present application.
  • the memory may include a non-volatile storage medium such as a magnetic disk, an optical disk, or a read-only memory (ROM).
  • a memory includes a non-volatile storage medium and an internal memory; the non-volatile storage medium stores an operating system, computer-executable instructions, and a database executable by the processor to implement The business voice navigation method stores the business voice navigation data in the database; the internal memory provides a cache running environment for the operating system and the computer executable instructions in the non-volatile storage medium.
  • FIG. 2 is only a schematic diagram of a part of the structure related to the solution of the present application, and does not constitute a limitation on the server to which the solution of the present application is applied.
  • the specific server may include More or fewer components are shown in Figure 2, or some components are combined, or have different component arrangements.
  • a service voice navigation method is provided.
  • This embodiment The method is specifically applied to the server 120 of the service voice navigation system of FIG. 1 to illustrate that the service voice navigation program is installed in the server 120, and the service voice navigation program is used to implement the service voice navigation method, and the method specifically includes the following contents:
  • the customer dials a business advisory call through the incoming call terminal 110.
  • the server 120 acquires the terminal identifier of the incoming terminal 110.
  • the terminal identifier is a unique identifier of the incoming call terminal 110, and may be a phone number, or at least one of a network address, a physical address, and a terminal number.
  • the server 120 stores a terminal identifier and a service navigation record, and the terminal identifier is stored corresponding to the service navigation record.
  • the service navigation record includes the service type, the navigation status, and the navigation time.
  • the service type may be any one of the account password modification, the query quota, and the card loss.
  • the navigation status may be successfully navigated or the navigation is unsuccessful.
  • the server 120 extracts the service type that has been successfully navigated multiple times within the preset time period in the service navigation record corresponding to the terminal identifier. For example, find the type of service that has been successfully navigated twice within 15 days.
  • the server 120 stores voice navigation information corresponding to each service type. After finding the service type, the server 120 obtains voice navigation information corresponding to the extracted service type in the stored voice navigation information. For example, if the extracted service type is account password modification, the obtained voice navigation information may be “Do you want to apply for account password modification service”.
  • the server 120 after obtaining the voice navigation information, the server 120 encapsulates the voice navigation information according to the terminal identifier of the incoming terminal 110, and sends the encapsulated voice navigation information to the incoming call terminal 110 corresponding to the terminal identifier.
  • the incoming call terminal 110 analyzes the received voice navigation information and plays the analyzed voice navigation information.
  • the voice confirmation information is input through the incoming terminal 110.
  • the incoming call terminal 110 acquires the input voice confirmation information, and transmits the obtained voice confirmation information to the server 120.
  • the voice confirmation information may specifically be “yes” or “yes” corresponding voice.
  • S312 Create a service task of the incoming terminal according to the received voice confirmation information, and process the service task corresponding to the extracted service type.
  • the server 120 after receiving the voice confirmation information returned by the incoming terminal 110, acquires the extracted service type, and creates a service task of the incoming terminal according to the extracted service type. After the service task is created, the server 120 pairs The created service task is processed. The server 120 can also send the created service task to the service terminal 130 for processing. The terminal identifier corresponding to the idle state is selected in the terminal identifier, and the call line of the incoming terminal 110 is transferred to the service terminal 130 corresponding to the selected terminal identifier.
  • the server 120 obtains a plurality of terminal identifiers corresponding to the extracted service type, and the server 120 searches for the number of service tasks that are not processed by the service terminal corresponding to each terminal identifier, and selects the service with the least number of unprocessed service tasks. Terminal ID corresponding to the terminal.
  • the terminal identifier of the incoming call terminal is obtained, and the service type that is successfully navigated in the preset time period is searched according to the terminal identifier, and the voice navigation information corresponding to the extracted service type is obtained, and the obtained voice navigation information is sent to
  • the incoming call terminal can obtain the voice navigation information corresponding to the service type without multiple key presses. After receiving the voice confirmation information returned by the incoming call terminal according to the obtained voice navigation information, directly performing voice recognition on the received voice confirmation information, creating a service task of the incoming call terminal according to the recognition result, and processing the created service task to avoid The customer selects the service type through the button, which simplifies the operation of the business voice navigation and improves the efficiency of the business voice navigation.
  • S304 specifically includes the step of searching for a service type, and the step specifically includes the following content:
  • the server 120 stores a service navigation record corresponding to the terminal identifier, where the service navigation record specifically includes a navigation time, a navigation status, and a service type.
  • the server 120 searches for the service navigation record corresponding to the terminal identifier in the stored service navigation record, and extracts the found service navigation record.
  • the service navigation record also includes a navigation type, and the navigation type includes button navigation and voice recognition navigation.
  • the button navigation is to perform business voice navigation according to the button triggered in the incoming terminal 110.
  • the voice recognition navigation is performed according to the voice input in the incoming terminal 110, and the business voice navigation is performed according to the information obtained by the identification.
  • the server 120 performs statistics on the navigation types in the service navigation record, respectively counts the number of button navigation and voice recognition navigation, and selects the navigation type with more times.
  • the server 120 determines that the navigation type is voice recognition navigation according to the service navigation record
  • the navigation time in the service navigation record corresponding to the voice recognition navigation is compared with the preset time period, and the preset time period is extracted by comparison.
  • the server 120 searches for the service navigation record whose navigation status is successfully navigated in the extracted service navigation record, and counts the number of successful navigation times of the service type in the found service navigation record, and extracts the service type with the most successful navigation times.
  • the server 120 determines that the navigation type is a button navigation according to the service navigation record
  • the button prompt voice corresponding to the service type is obtained, and the case prompt voice is sent to the incoming terminal 110 to perform voice navigation to the client by using the button prompt voice.
  • the navigation type is determined according to the service navigation record, the navigation type is accurately determined, and the service navigation is performed according to the determined navigation class, so that the success rate of the service navigation can be improved for different customers.
  • S312 specifically includes the step of acquiring a terminal identifier, and the step specifically includes the following content:
  • the server 120 after receiving the voice confirmation information returned by the incoming terminal 110, the server 120 performs voice recognition on the voice confirmation information, and converts the voice confirmation information into text confirmation information through voice recognition.
  • the feature information of the voice in the voice confirmation information is extracted, and the character corresponding to the extracted feature information is searched according to the correspondence between the feature information and the character, and the text confirmation information corresponding to the voice confirmation information is combined according to the searched text.
  • the server 120 stores the terminal identifier of the service terminal 130, where the service terminal 130 may be multiple, the terminal identifier is stored corresponding to the service type, and one service type may correspond to multiple terminal identifiers. After performing voice recognition on the voice confirmation information to obtain the text confirmation information, the server 120 searches for the terminal identifier corresponding to the service type in the stored terminal identifier.
  • S504 specifically includes the following steps: after obtaining the text confirmation information, searching for the terminal identifier of the self-service terminal corresponding to the extracted service type; and acquiring the terminal identifier corresponding to the self-service terminal in the idle state; If obtained, the terminal identifier of the manual service terminal corresponding to the extracted service type is obtained.
  • the server 120 is connected to the plurality of service terminals 130.
  • the service terminal 130 includes a self-service terminal and a human service terminal, and stores the terminal identifier corresponding to the service terminal according to the type of the service terminal, and the service type corresponds to the terminal identifier.
  • the terminal identifier of the self-service terminal is stored in the terminal identifier set corresponding to the self-service terminal
  • the terminal identifier of the manual service terminal is stored in the terminal identifier set corresponding to the manual service terminal.
  • the server 120 After the voice recognition information is voice-recognized to obtain the text confirmation information, the server 120 first searches for the terminal identifier corresponding to the self-service terminal according to the service type, searches for the self-service terminal in the idle state, and acquires the terminal identifier corresponding to the self-service terminal in the idle state. . If multiple terminal identifiers are obtained, one terminal identifier is randomly selected. The terminal identifier may be searched for in the terminal identifier set corresponding to the self-service terminal of the self-service terminal, and the different service types correspond to Different terminal identifiers.
  • the server 120 does not obtain the terminal identifier of the self-service server in the idle state
  • the terminal identifier of the manual service terminal in the idle state is obtained according to the service type, and after the terminal identifier of the manual service terminal is obtained, And transferring the incoming call terminal to the obtained human service terminal corresponding to the terminal identifier. If the terminal identifier of the human service terminal in the idle state is not obtained, the waiting voice prompt is played to the incoming terminal, and the terminal identifier of the manual service terminal in the idle state is re-acquired after the preset time interval.
  • the service terminal corresponding to the found terminal identifier selects a service terminal 130 in an idle state.
  • the server 120 transfers the channel of the incoming terminal 110 to the selected serving terminal 130 in an idle state.
  • voice recognition is performed on the received voice confirmation information to obtain text confirmation information, and noise interference in the voice confirmation information is excluded, and the extracted service type is accurately determined according to the text confirmation information, and the extracted service is obtained.
  • the terminal identifier of the service terminal corresponding to the type is specifically transferred to the service terminal corresponding to the obtained terminal identifier, thereby accurately completing the service navigation of the client corresponding to the incoming terminal.
  • the method further includes the step of generating a service navigation record, where the step specifically includes the following:
  • S602. Record navigation state information of the service terminal.
  • the server 120 transfers the incoming terminal 110 to the service terminal 130, it detects whether the service terminal 130 is connected to the voice channel of the incoming terminal 110, and if it detects that the service terminal 130 and the incoming terminal 110 are connected, The navigation status information is recorded as navigation success; if it is on, the navigation status information is recorded as navigation failure.
  • the server 120 acquires the incoming call time of the incoming call terminal 110, obtains the incoming call time as the navigation start time, and extracts the terminal identifier of the service terminal 130, and searches for the extraction.
  • the server 120 stores the recorded navigation state, the acquired navigation start time, and the service type corresponding to the terminal identifier of the service terminal.
  • the service navigation record specifically includes navigation start time, service type, and navigation status information, and may also include a service navigation type.
  • the navigation status information specifically includes information of navigation success and navigation failure.
  • the navigation state of the service terminal is recorded to obtain the navigation state information
  • the navigation start time and the service type are obtained
  • the service navigation record corresponding to the terminal identifier is generated according to the navigation state information, the navigation start time, and the service type, and the terminal identifier is ensured to be corresponding.
  • the service navigation record is analyzed, so that the client corresponding to the terminal identifier is accurately navigated, and the service navigation efficiency is improved.
  • a service voice navigation device 700 includes: a terminal identifier obtaining module 702, a service type extracting module 704, a navigation information acquiring module 706, and a navigation information playing module 708.
  • the confirmation information receiving module 710 and the service task processing module 712 are confirmed.
  • the terminal identifier obtaining module 702 is configured to acquire a terminal identifier of the incoming terminal.
  • the service type extraction module 704 is configured to extract a service type that is successfully navigated by multiple times corresponding to the terminal identifier in the preset time period.
  • the navigation information obtaining module 706 is configured to acquire voice navigation information corresponding to the extracted service type.
  • the navigation information playing module 708 is configured to send the obtained voice navigation information to the incoming terminal and play.
  • the confirmation information receiving module 710 is configured to receive the voice confirmation information returned by the incoming call terminal according to the obtained voice navigation information.
  • the service task processing module 712 is configured to transfer the incoming call terminal according to the received voice confirmation information To the service terminal, the service terminal corresponds to the extracted service type.
  • the terminal identifier of the incoming call terminal is obtained, and the service type that is successfully navigated in the preset time period is searched according to the terminal identifier, and the voice navigation information corresponding to the extracted service type is obtained, and the obtained voice navigation information is sent to
  • the incoming call terminal plays and plays the voice navigation information corresponding to the service type without multiple key presses.
  • the service type extraction module 704 specifically includes: a navigation record acquisition module 704a, a navigation type determination module 704b, and a navigation record analysis module 704c.
  • the navigation record obtaining module 704a is configured to obtain a service navigation record corresponding to the terminal identifier.
  • the navigation type determining module 704b is configured to determine a navigation type according to the obtained service navigation record, where the navigation type includes button navigation and voice recognition navigation;
  • the navigation record analysis module 704c is configured to extract, in the obtained service navigation record, a service type that is successfully voiced by multiple voice recognition navigation within a preset time period when determining that the navigation type is voice recognition navigation.
  • the navigation type is determined according to the service navigation record, the navigation type is accurately determined, and the service navigation is performed according to the determined navigation class, so that the success rate of the service navigation can be improved for different customers.
  • the service task processing module 712 specifically includes: a voice recognition module 712a, a service terminal extraction module 712b, and an incoming call terminal switching module 712c.
  • the voice recognition module 712a is configured to perform voice recognition on the received voice confirmation information to obtain text confirmation information.
  • the service terminal extraction module 712b is configured to obtain, according to the obtained text confirmation information, a terminal identifier of the service terminal corresponding to the extracted service type.
  • the incoming call terminal switching module 712c is configured to transfer the voice channel of the incoming call terminal to the service terminal corresponding to the obtained terminal identifier.
  • the service terminal extraction module 712b specifically includes: a self-service terminal search module, an idle terminal search module, and a manual terminal search module.
  • the self-service terminal search module is configured to search for the terminal identifier of the self-service terminal corresponding to the extracted service type after obtaining the text confirmation information.
  • the idle terminal search module is configured to obtain a terminal identifier corresponding to the self-service terminal in an idle state.
  • the manual terminal searching module is configured to obtain the terminal identifier of the manual service terminal corresponding to the extracted service type when the terminal identifier corresponding to the self-service terminal in the idle state is not obtained.
  • voice recognition is performed on the received voice confirmation information to obtain text confirmation information, and noise interference in the voice confirmation information is excluded, and the extracted service type is accurately determined according to the text confirmation information, and the extracted service is obtained.
  • the terminal identifier of the service terminal corresponding to the type is specifically transferred to the service terminal corresponding to the obtained terminal identifier, thereby accurately completing the service navigation of the client corresponding to the incoming terminal.
  • the service voice navigation apparatus 700 specifically includes a state information recording module 714, a navigation time acquisition module 716, and a navigation record generation module 718.
  • the status information recording module 714 is configured to record navigation status information of the service terminal.
  • the navigation time acquisition module 716 is configured to acquire a navigation start time and a service type corresponding to the service terminal.
  • the navigation record generating module 718 is configured to generate a service navigation record corresponding to the terminal identifier according to the navigation state information, the navigation start time, and the service type.
  • the navigation state of the service terminal is recorded to obtain the navigation state information
  • the navigation start time and the service type are obtained
  • the service navigation record corresponding to the terminal identifier is generated according to the navigation state information, the navigation start time, and the service type, and the terminal identifier is ensured to be corresponding.
  • the service navigation record is analyzed, so that the client corresponding to the terminal identifier is accurately navigated, and the service navigation efficiency is improved.
  • Each of the above-described business voice navigation devices may be implemented in whole or in part by software, hardware, and combinations thereof.
  • the network interface may be an Ethernet or a wireless network card.
  • Each of the above modules can
  • the hardware form is embedded in or independent of the processor in the server, and can also be stored in the memory of the server in software form, so that the processor calls to perform the operations corresponding to the above modules.
  • the processor can be a central processing unit (CPU), a microprocessor, a microcontroller, or the like.
  • a server includes a memory and a processor, wherein the memory stores instructions, when the instructions are executed by the processor, causing the processor to perform the steps of: acquiring a terminal identifier of an incoming terminal; and extracting a preset time period The service type corresponding to the multiple navigations corresponding to the internal terminal identifier; the voice navigation information corresponding to the extracted service type is obtained; the obtained voice navigation information is sent to the incoming call terminal and played; and the received call terminal is based on the obtained voice navigation information. The returned voice confirmation information; and the service task of the incoming call terminal is created and processed according to the received voice confirmation information, and the service task corresponds to the extracted service type.
  • the service type of the multiple navigations corresponding to the terminal identifier in the preset time period is obtained, including: obtaining a service navigation record corresponding to the terminal identifier; determining a navigation type according to the obtained service navigation record, where the navigation type includes a button Navigation and voice recognition navigation; and when determining that the navigation type is voice recognition navigation, extracting the service type of the voice recognition navigation successfully in the preset time period in the obtained service navigation record.
  • the service task of the incoming call terminal is created and processed according to the received voice confirmation information, and the service task corresponds to the extracted service type, including: performing voice recognition on the received voice confirmation information to obtain text confirmation information;
  • the text confirmation information acquires the terminal identifier of the service terminal corresponding to the extracted service type; and transfers the voice channel of the incoming terminal to the service terminal corresponding to the obtained terminal identifier.
  • the terminal identifier of the service terminal corresponding to the extracted service type is obtained according to the obtained text confirmation information, including: after obtaining the text confirmation information, searching for the terminal identifier of the self-service terminal corresponding to the extracted service type; Acquiring the terminal identifier corresponding to the self-service terminal in the idle state; and if not obtained, obtaining the terminal identifier of the manual service terminal corresponding to the extracted service type.
  • the service task of the incoming call terminal is created and processed according to the received voice confirmation information, and after the service task corresponds to the extracted service type, the instruction further causes the processor to further The following steps are performed: recording navigation state information of the service terminal; obtaining a navigation start time and the extracted service type; and generating a service navigation record corresponding to the terminal identifier according to the navigation state information, the navigation start time, and the extracted service type.
  • the terminal identifier of the incoming call terminal is obtained, and the service type that is successfully navigated in the preset time period is searched according to the terminal identifier, and the voice navigation information corresponding to the extracted service type is obtained, and the obtained voice navigation information is sent to
  • the incoming call terminal plays and plays the voice navigation information corresponding to the service type without multiple key presses.
  • One or more storage media storing computer-executable instructions, when executed by one or more processors, causing the one or more processors to perform the steps of: obtaining a terminal identification of the incoming call terminal; Extracting the service type of the multiple navigations corresponding to the terminal identifier in the preset time period; acquiring the voice navigation information corresponding to the extracted service type; transmitting the obtained voice navigation information to the incoming terminal and playing; receiving the incoming call terminal according to the acquisition The voice confirmation information returned by the voice navigation information; and the service task of the incoming terminal is created and processed according to the received voice confirmation information, and the service task corresponds to the extracted service type.
  • the service type of the multiple navigations corresponding to the terminal identifier in the preset time period is obtained, including: obtaining a service navigation record corresponding to the terminal identifier; determining a navigation type according to the obtained service navigation record, where the navigation type includes a button Navigation and voice recognition navigation; and when determining that the navigation type is voice recognition navigation, extracting the service type of the voice recognition navigation successfully in the preset time period in the obtained service navigation record.
  • the service task of the incoming call terminal is created and processed according to the received voice confirmation information, and the service task corresponds to the extracted service type, including: performing voice recognition on the received voice confirmation information to obtain text confirmation information;
  • the text confirmation information acquires the terminal identifier of the service terminal corresponding to the extracted service type; and transfers the call terminal terminal's voice path to the obtained end The end identifies the corresponding service terminal.
  • the terminal identifier of the service terminal corresponding to the extracted service type is obtained according to the obtained text confirmation information, including: after obtaining the text confirmation information, searching for the terminal identifier of the self-service terminal corresponding to the extracted service type; Acquiring the terminal identifier corresponding to the self-service terminal in the idle state; and if not obtained, obtaining the terminal identifier of the manual service terminal corresponding to the extracted service type.
  • the service task of the incoming call terminal is created and processed according to the received voice confirmation information, and after the service task corresponds to the extracted service type, the computer executable instructions further cause the processor to perform the following steps: recording the service The navigation state information of the terminal; the navigation start time and the extracted service type; and the service navigation record corresponding to the terminal identifier is generated according to the navigation state information, the navigation start time, and the extracted service type.
  • the terminal identifier of the incoming call terminal is obtained, and the service type that is successfully navigated in the preset time period is searched according to the terminal identifier, and the voice navigation information corresponding to the extracted service type is obtained, and the obtained voice navigation information is sent to
  • the incoming call terminal plays and plays the voice navigation information corresponding to the service type without multiple key presses.
  • all or part of the processes in the foregoing embodiment may be completed by instructing related hardware by computer executable instructions, which may be stored in a computer readable storage medium.
  • the computer executable instructions may be stored in a storage medium of a computer system and executed by at least one processor in the computer system to implement a flow comprising an embodiment of the methods as described above.
  • the storage medium includes, but is not limited to, a magnetic disk, a USB flash drive, an optical disk, a read-only memory (ROM), and the like.

Abstract

A service voice navigation method, comprising: obtaining a terminal identification of a caller terminal; extracting a service type successfully navigating for many times corresponding to the terminal identification within a preset period of time; obtaining voice navigation information corresponding to the extracted service type; sending the obtained voice navigation information to the caller terminal and playing same; receiving voice confirmation information returned by the caller terminal according to the obtained voice navigation information; and transferring the caller terminal to a service terminal according to the received voice confirmation information, the service terminal corresponding to the extracted service type.

Description

业务语音导航方法、装置、服务器和存储介质Business voice navigation method, device, server and storage medium
本申请要求于2016年12月28日提交中国专利局,申请号为2016112372305,发明名称为“业务语音导航方法和装置”的中国专利申请的优先权,其全部内容通过引用结合在本申请中。The present application claims priority to Chinese Patent Application Serial No. No. No. No. No. No. No. No. No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No No
技术领域Technical field
本申请涉及信息处理技术领域,特别是涉及一种业务语音导航方法、装置、服务器和存储介质。The present application relates to the field of information processing technologies, and in particular, to a service voice navigation method, apparatus, server, and storage medium.
背景技术Background technique
随着通信技术的发展,现在越来越多的业务都依赖于电话办理,各种业务都可以通过拨打服务电话来办理。With the development of communication technology, more and more businesses are now relying on telephone processing, and various services can be handled by dialing a service call.
但是,在通过打服务电话办理业务时,服务方都会设置有业务导航,通过语音提示来引导客户办理相关的业务。在传统的电话导航中,主要是引导客户通过按键来选择需要办理的业务。然而,通过按键来引导客户选择相应的业务,需要客户进行多次按键才能接入到客户需要办理的业务对应的服务接口,客户操作较为繁琐。However, when doing business by calling a service call, the service provider will set up a service navigation to guide the customer to handle related business through voice prompts. In the traditional telephone navigation, it is mainly to guide the customer to select the business to be handled by pressing the button. However, by pressing the button to guide the customer to select the corresponding service, the customer needs to perform multiple key presses to access the service interface corresponding to the service that the customer needs to handle, and the customer operation is cumbersome.
发明内容Summary of the invention
根据本申请的各种实施例,提供一种业务语音导航方法、装置、服务器和存储介质。According to various embodiments of the present application, a business voice navigation method, apparatus, server, and storage medium are provided.
一种业务语音导航方法,包括:A business voice navigation method includes:
获取来电终端的终端标识;Obtaining the terminal identifier of the incoming terminal;
提取预设时间段内所述终端标识对应的多次导航成功的业务类型;Extracting a service type that is successfully navigated by the terminal identifier corresponding to the terminal identifier in a preset time period;
获取与提取到的业务类型对应的语音导航信息;Obtaining voice navigation information corresponding to the extracted service type;
将获取到的语音导航信息发送至所述来电终端并播放; Sending the obtained voice navigation information to the caller terminal and playing;
接收所述来电终端根据所述获取到的语音导航信息返回的语音确认信息;及Receiving voice confirmation information returned by the incoming call terminal according to the acquired voice navigation information; and
根据接收到的语音确认信息创建所述来电终端的服务任务并处理,所述服务任务与所述提取到的业务类型对应。And creating a service task of the incoming terminal according to the received voice confirmation information, where the service task corresponds to the extracted service type.
一种业务语音导航装置,包括:A business voice navigation device includes:
终端标识获取模块,用于获取来电终端的终端标识;a terminal identifier obtaining module, configured to acquire a terminal identifier of the incoming terminal;
业务类型提取模块,用于提取预设时间段内所述终端标识对应的多次导航成功的业务类型;a service type extraction module, configured to extract a service type that is successfully navigated by the terminal identifier corresponding to the terminal identifier in a preset time period;
导航信息获取模块,用于获取与提取到的业务类型对应的语音导航信息;a navigation information obtaining module, configured to acquire voice navigation information corresponding to the extracted service type;
导航信息播放模块,用于将获取到的语音导航信息发送至所述来电终端并播放;a navigation information playing module, configured to send the obtained voice navigation information to the incoming call terminal and play the same;
确认信息接收模块,用于接收所述来电终端根据所述获取到的语音导航信息返回的语音确认信息;及a confirmation information receiving module, configured to receive voice confirmation information returned by the incoming call terminal according to the acquired voice navigation information; and
服务任务处理模块,用于根据接收到的语音确认信息创建所述来电终端的服务任务并处理,所述服务任务与所述提取到的业务类型对应。The service task processing module is configured to create and process a service task of the incoming terminal according to the received voice confirmation information, where the service task corresponds to the extracted service type.
一种服务器,包括存储器和处理器,所述存储器中存储有指令,所述指令被所述处理器执行时,使得所述处理器执行以下步骤:A server includes a memory and a processor, the memory storing instructions that, when executed by the processor, cause the processor to perform the following steps:
获取来电终端的终端标识;Obtaining the terminal identifier of the incoming terminal;
提取预设时间段内所述终端标识对应的多次导航成功的业务类型;Extracting a service type that is successfully navigated by the terminal identifier corresponding to the terminal identifier in a preset time period;
获取与提取到的业务类型对应的语音导航信息;Obtaining voice navigation information corresponding to the extracted service type;
将获取到的语音导航信息发送至所述来电终端并播放;Sending the obtained voice navigation information to the caller terminal and playing;
接收所述来电终端根据所述获取到的语音导航信息返回的语音确认信息;及Receiving voice confirmation information returned by the incoming call terminal according to the acquired voice navigation information; and
根据接收到的语音确认信息创建所述来电终端的服务任务并处理,所述服务任务与所述提取到的业务类型对应。And creating a service task of the incoming terminal according to the received voice confirmation information, where the service task corresponds to the extracted service type.
一个或多个存储有计算机可执行指令的存储介质,所述计算机可执行指令被一个或多个处理器执行时,使得所述一个或多个处理器执行以下步骤: One or more storage media storing computer executable instructions that, when executed by one or more processors, cause the one or more processors to perform the following steps:
获取来电终端的终端标识;Obtaining the terminal identifier of the incoming terminal;
提取预设时间段内所述终端标识对应的多次导航成功的业务类型;Extracting a service type that is successfully navigated by the terminal identifier corresponding to the terminal identifier in a preset time period;
获取与提取到的业务类型对应的语音导航信息;Obtaining voice navigation information corresponding to the extracted service type;
将获取到的语音导航信息发送至所述来电终端并播放;Sending the obtained voice navigation information to the caller terminal and playing;
接收所述来电终端根据所述获取到的语音导航信息返回的语音确认信息;及Receiving voice confirmation information returned by the incoming call terminal according to the acquired voice navigation information; and
根据接收到的语音确认信息创建所述来电终端的服务任务并处理,所述服务任务与所述提取到的业务类型对应。And creating a service task of the incoming terminal according to the received voice confirmation information, where the service task corresponds to the extracted service type.
本申请的一个或多个实施例的细节在下面的附图和描述中提出。本申请的其它特征、目的和优点将从说明书、附图以及权利要求书变得明显。Details of one or more embodiments of the present application are set forth in the accompanying drawings and description below. Other features, objects, and advantages of the invention will be apparent from the description and appended claims.
附图说明DRAWINGS
为了更清楚地说明本申请实施例中的技术方案,下面将对实施例中所需要使用的附图作简单地介绍,显而易见地,下面描述中的附图仅仅是本申请的一些实施例,对于本领域普通技术人员来讲,在不付出创造性劳动的前提下,还可以根据这些附图获得其它的附图。In order to more clearly illustrate the technical solutions in the embodiments of the present application, the drawings to be used in the embodiments will be briefly described below. Obviously, the drawings in the following description are only some embodiments of the present application, Those skilled in the art can also obtain other drawings based on these drawings without any creative work.
图1为一个实施例中业务语音导航系统的应用环境图;1 is an application environment diagram of a business voice navigation system in an embodiment;
图2为一个实施例中业务语音导航系统中服务器的内部结构示意图;2 is a schematic diagram showing the internal structure of a server in a service voice navigation system in an embodiment;
图3为一个实施例中业务语音导航方法的流程示意图;3 is a schematic flowchart of a service voice navigation method in an embodiment;
图4为一个实施例中查找业务类型的步骤的流程示意图;4 is a schematic flow chart of steps of searching for a service type in an embodiment;
图5为一个实施例中获取终端标识的步骤的流程示意图;FIG. 5 is a schematic flowchart of a step of acquiring a terminal identifier in an embodiment;
图6为一个实施例中生成业务导航记录的步骤的流程示意图;6 is a schematic flow chart of steps of generating a service navigation record in an embodiment;
图7为一个实施例中业务语音导航装置的结构框图;7 is a structural block diagram of a service voice navigation device in an embodiment;
图8为一个实施例中业务类型提取模块的结构框图;8 is a structural block diagram of a service type extraction module in an embodiment;
图9为一个实施例中服务任务处理模块的结构框图;9 is a structural block diagram of a service task processing module in an embodiment;
图10为另一个实施例中业务语音导航装置的结构框图。 FIG. 10 is a structural block diagram of a service voice navigation apparatus in another embodiment.
具体实施方式detailed description
为了使本申请的目的、技术方案及优点更加清楚明白,以下结合附图及实施例,对本申请进行进一步详细说明。应当理解,此处所描述的具体实施例仅仅用以解释本申请,并不用于限定本申请。In order to make the objects, technical solutions, and advantages of the present application more comprehensible, the present application will be further described in detail below with reference to the accompanying drawings and embodiments. It is understood that the specific embodiments described herein are merely illustrative of the application and are not intended to be limiting.
图1为一个实施例中业务语音导航系统的应用环境图,业务语音导航系统包括来电终端110、服务器120和服务终端130,其中来电终端110和服务终端130通过网络与服务器120连接。来电终端110和服务终端120可以是台式电脑、座机电话或移动终端,移动终端具体可以是平板电脑、智能手机、个人数据助理和可联网电子阅读器中的至少一种。1 is an application environment diagram of a service voice navigation system in an embodiment. The service voice navigation system includes an incoming terminal 110, a server 120, and a service terminal 130, wherein the incoming terminal 110 and the service terminal 130 are connected to the server 120 through a network. The incoming call terminal 110 and the service terminal 120 may be a desktop computer, a landline phone or a mobile terminal, and the mobile terminal may specifically be at least one of a tablet computer, a smart phone, a personal data assistant, and a networkable electronic reader.
图2为一个实施例中图1业务语音导航系统中的服务器120的内部结构示意图。如图2所示,该服务器120包括通过系统总线连接的处理器、非易失性存储介质、内存储器和网络接口。服务器120的处理器用于提供计算和控制能力,支撑整个服务器120的运行,存储器用于存储数据、代码指令等,网络接口用于与来电终端110和服务终端130进行网络通信。存储器上存储有至少一个计算机可执行指令,该计算机可执行指令可被处理器执行,以实现本申请实施例中提供的适用于服务器120的业务语音导航方法。存储器可包括磁碟、光盘、只读存储记忆体(Read-Only Memory,ROM)等非易失性存储介质。例如,在一个实施例中,存储器包括非易失性存储介质及内存储器;非易失性存储介质存储有操作系统、计算机可执行指令和数据库,该计算机可执行指令可被处理器执行以实现业务语音导航方法,数据库中存储着业务语音导航数据;内存储器为非易失性存储介质中的操作系统及计算机可执行指令提供高速缓存的运行环境。FIG. 2 is a schematic diagram showing the internal structure of the server 120 in the service voice navigation system of FIG. 1 in an embodiment. As shown in FIG. 2, the server 120 includes a processor, a non-volatile storage medium, an internal memory, and a network interface connected by a system bus. The processor of server 120 is used to provide computing and control capabilities to support the operation of the entire server 120, the memory is used to store data, code instructions, etc., and the network interface is used for network communication with the incoming call terminal 110 and the kiosk 130. At least one computer executable instruction is stored on the memory, and the computer executable instructions are executable by the processor to implement the business voice navigation method applicable to the server 120 provided in the embodiment of the present application. The memory may include a non-volatile storage medium such as a magnetic disk, an optical disk, or a read-only memory (ROM). For example, in one embodiment, a memory includes a non-volatile storage medium and an internal memory; the non-volatile storage medium stores an operating system, computer-executable instructions, and a database executable by the processor to implement The business voice navigation method stores the business voice navigation data in the database; the internal memory provides a cache running environment for the operating system and the computer executable instructions in the non-volatile storage medium.
本领域技术人员可以理解,图2中示出的结构,仅仅是与本申请方案相关的部分结构的示意图,并不构成对本申请方案所应用于其上的服务器的限定,具体的服务器可以包括比图2中所示更多或更少的部件,或者组合某些部件,或者具有不同的部件布置。It will be understood by those skilled in the art that the structure shown in FIG. 2 is only a schematic diagram of a part of the structure related to the solution of the present application, and does not constitute a limitation on the server to which the solution of the present application is applied. The specific server may include More or fewer components are shown in Figure 2, or some components are combined, or have different component arrangements.
如图3所示,在一个实施例中,提供一种业务语音导航方法,本实施例 以该方法具体应用于图1的业务语音导航系统的服务器120上来举例说明,服务器120中安装有业务语音导航程序,业务语音导航程序用于实施业务语音导航方法,该方法具体包括以下内容:As shown in FIG. 3, in an embodiment, a service voice navigation method is provided. This embodiment The method is specifically applied to the server 120 of the service voice navigation system of FIG. 1 to illustrate that the service voice navigation program is installed in the server 120, and the service voice navigation program is used to implement the service voice navigation method, and the method specifically includes the following contents:
S302,获取来电终端的终端标识。S302. Acquire a terminal identifier of the incoming terminal.
在一个实施例中,客户通过来电终端110拨打业务咨询电话。当来电终端110的通话线路接入到服务器120时,服务器120获取来电终端110的终端标识。终端标识为来电终端110的唯一标识,具体可以是电话号码,还可以是网络地址、物理地址和终端编号中的至少一种。In one embodiment, the customer dials a business advisory call through the incoming call terminal 110. When the call line of the incoming terminal 110 accesses the server 120, the server 120 acquires the terminal identifier of the incoming terminal 110. The terminal identifier is a unique identifier of the incoming call terminal 110, and may be a phone number, or at least one of a network address, a physical address, and a terminal number.
S304,提取预设时间段内终端标识对应的多次导航成功的业务类型。S304. Extract a service type that is successfully navigated by multiple times corresponding to the terminal identifier in the preset time period.
在一个实施例中,服务器120中存储着终端标识和业务导航记录,终端标识与业务导航记录对应存储。业务导航记录中包括业务类型、导航状态和导航时间,业务类型具体可以是账户密码修改、查询额度和卡片挂失中的任意一种;导航状态具体可以导航成功或导航不成功。服务器120在获取到来电终端110的终端标识后,在终端标识对应的业务导航记录中提取预设时间段内多次导航成功的业务类型。举例说明,查找15日内2次导航成功的业务类型。In one embodiment, the server 120 stores a terminal identifier and a service navigation record, and the terminal identifier is stored corresponding to the service navigation record. The service navigation record includes the service type, the navigation status, and the navigation time. The service type may be any one of the account password modification, the query quota, and the card loss. The navigation status may be successfully navigated or the navigation is unsuccessful. After obtaining the terminal identifier of the incoming terminal 110, the server 120 extracts the service type that has been successfully navigated multiple times within the preset time period in the service navigation record corresponding to the terminal identifier. For example, find the type of service that has been successfully navigated twice within 15 days.
S306,获取与提取到的业务类型对应的语音导航信息。S306. Acquire voice navigation information corresponding to the extracted service type.
在一个实施例中,服务器120中存储着各业务类型对应的语音导航信息,服务器120在查找到业务类型后,在存储的语音导航信息中获取与提取到的业务类型对应的语音导航信息。例如,提取到的业务类型为账户密码修改,则获取到的语音导航信息可以是“您是否要办理账户密码修改业务”。In one embodiment, the server 120 stores voice navigation information corresponding to each service type. After finding the service type, the server 120 obtains voice navigation information corresponding to the extracted service type in the stored voice navigation information. For example, if the extracted service type is account password modification, the obtained voice navigation information may be “Do you want to apply for account password modification service”.
S308,将获取到的语音导航信息发送至来电终端并播放。S308. Send the obtained voice navigation information to the caller terminal and play.
在一个实施例中,服务器120在获取到语音导航信息后,根据来电终端110的终端标识对语音导航信息进行封装,将封装后的语音导航信息发送至终端标识对应的来电终端110。来电终端110对接收到的语音导航信息进行解析,对解析后的语音导航信息进行播放。In an embodiment, after obtaining the voice navigation information, the server 120 encapsulates the voice navigation information according to the terminal identifier of the incoming terminal 110, and sends the encapsulated voice navigation information to the incoming call terminal 110 corresponding to the terminal identifier. The incoming call terminal 110 analyzes the received voice navigation information and plays the analyzed voice navigation information.
S310,接收来电终端根据获取到的语音导航信息返回的语音确认信息。 S310. Receive voice confirmation information returned by the incoming call terminal according to the obtained voice navigation information.
在一个实施例中,在客户听到来电终端110播放的语音导航信息后,通过来电终端110输入语音确认信息。来电终端110获取输入的语音确认信息,将获取到的语音确认信息发送至服务器120。例如,语音导航信息为“您是否要办理账户密码修改业务”,则语音确认信息具体可以是“是”或“是的”对应的语音。In one embodiment, after the customer hears the voice navigation information played by the incoming terminal 110, the voice confirmation information is input through the incoming terminal 110. The incoming call terminal 110 acquires the input voice confirmation information, and transmits the obtained voice confirmation information to the server 120. For example, if the voice navigation information is “Do you want to apply for an account password modification service”, the voice confirmation information may specifically be “yes” or “yes” corresponding voice.
S312,根据接收到的语音确认信息创建来电终端的服务任务并处理,服务任务与提取到的业务类型对应。S312: Create a service task of the incoming terminal according to the received voice confirmation information, and process the service task corresponding to the extracted service type.
在一个实施例中,服务器120在接收到来电终端110返回的语音确认信息后,获取提取到的业务类型,根据提取到的业务类型创建来电终端的服务任务,在创建服务任务后,服务器120对创建的服务任务进行处理。服务器120也可以将创建的服务任务发送至服务终端130进行处理。,在终端标识中选取一个空闲状态对应的终端标识,将来电终端110的通话线路转接至选取的终端标识对应的服务终端130。In an embodiment, after receiving the voice confirmation information returned by the incoming terminal 110, the server 120 acquires the extracted service type, and creates a service task of the incoming terminal according to the extracted service type. After the service task is created, the server 120 pairs The created service task is processed. The server 120 can also send the created service task to the service terminal 130 for processing. The terminal identifier corresponding to the idle state is selected in the terminal identifier, and the call line of the incoming terminal 110 is transferred to the service terminal 130 corresponding to the selected terminal identifier.
在一个实施例中,服务器120在获取提取到的业务类型对应的多个终端标识,服务器120查找各终端标识对应的服务终端未处理的服务任务的数量,选取未处理的服务任务数量最少的服务终端对应的终端标识。In an embodiment, the server 120 obtains a plurality of terminal identifiers corresponding to the extracted service type, and the server 120 searches for the number of service tasks that are not processed by the service terminal corresponding to each terminal identifier, and selects the service with the least number of unprocessed service tasks. Terminal ID corresponding to the terminal.
本实施例中,获取来电终端的终端标识,根据终端标识查找预设时间段内多次导航成功的业务类型,获取提取到的业务类型对应的语音导航信息,将获取到的语音导航信息发送至来电终端,无需通过多次按键才能获取到业务类型对应的语音导航信息。在接收到来电终端根据获取到的语音导航信息返回的语音确认信息后,直接对接收的语音确认信息进行语音识别,根据识别结果创建来电终端的服务任务,并对创建的服务任务进行处理,避免了客户通过按键来选择业务类型,简化了业务语音导航的操作,提高了业务语音导航效率。In this embodiment, the terminal identifier of the incoming call terminal is obtained, and the service type that is successfully navigated in the preset time period is searched according to the terminal identifier, and the voice navigation information corresponding to the extracted service type is obtained, and the obtained voice navigation information is sent to The incoming call terminal can obtain the voice navigation information corresponding to the service type without multiple key presses. After receiving the voice confirmation information returned by the incoming call terminal according to the obtained voice navigation information, directly performing voice recognition on the received voice confirmation information, creating a service task of the incoming call terminal according to the recognition result, and processing the created service task to avoid The customer selects the service type through the button, which simplifies the operation of the business voice navigation and improves the efficiency of the business voice navigation.
如图4所示,在一个实施例中,S304具体包括查找业务类型的步骤,该步骤具体包括以下内容:As shown in FIG. 4, in an embodiment, S304 specifically includes the step of searching for a service type, and the step specifically includes the following content:
S402,获取与终端标识对应的业务导航记录。 S402. Obtain a service navigation record corresponding to the terminal identifier.
在一个实施例中,服务器120中存储着与终端标识对应的业务导航记录,业务导航记录中具体包括导航时间、导航状态和业务类型。服务器120在存储的业务导航记录中查找与终端标识对应的业务导航记录,提取查找到的业务导航记录。In an embodiment, the server 120 stores a service navigation record corresponding to the terminal identifier, where the service navigation record specifically includes a navigation time, a navigation status, and a service type. The server 120 searches for the service navigation record corresponding to the terminal identifier in the stored service navigation record, and extracts the found service navigation record.
S404,根据获取的业务导航记录确定导航类型,导航类型包括按键导航和语音识别导航。S404. Determine a navigation type according to the obtained service navigation record, where the navigation type includes button navigation and voice recognition navigation.
具体的,业务导航记录中还包括导航类型,导航类型包括按键导航和语音识别导航。按键导航为根据来电终端110中触发的按键进行业务语音导航,语音识别导航为根据来电终端110中输入的语音进行识别,根据识别得到的信息进行业务语音导航。服务器120对业务导航记录中的导航类型进行统计,分别统计按键导航和语音识别导航的次数,选取次数较多的导航类型。Specifically, the service navigation record also includes a navigation type, and the navigation type includes button navigation and voice recognition navigation. The button navigation is to perform business voice navigation according to the button triggered in the incoming terminal 110. The voice recognition navigation is performed according to the voice input in the incoming terminal 110, and the business voice navigation is performed according to the information obtained by the identification. The server 120 performs statistics on the navigation types in the service navigation record, respectively counts the number of button navigation and voice recognition navigation, and selects the navigation type with more times.
S406,在确定导航类型为语音识别导航时,在获取的业务导航记录中查找预设时间段内多次语音识别导航成功的业务类型。S406: When determining that the navigation type is voice recognition navigation, searching for the service type of the voice recognition navigation in the preset time period in the obtained service navigation record.
在一个实施例中,在服务器120根据业务导航记录确定导航类型为语音识别导航后,语音识别导航对应的业务导航记录中的导航时间与预设时间段进行比较,通过比较提取预设时间段内的业务导航记录。服务器120在提取到的业务导航记录中查找导航状态为导航成功的业务导航记录,统计查找到的业务导航记录中的业务类型的导航成功次数,提取导航成功次数最多的业务类型。In an embodiment, after the server 120 determines that the navigation type is voice recognition navigation according to the service navigation record, the navigation time in the service navigation record corresponding to the voice recognition navigation is compared with the preset time period, and the preset time period is extracted by comparison. Business navigation record. The server 120 searches for the service navigation record whose navigation status is successfully navigated in the extracted service navigation record, and counts the number of successful navigation times of the service type in the found service navigation record, and extracts the service type with the most successful navigation times.
在一个实施例中,在服务器120根据业务导航记录确定导航类型为按键导航,则获取业务类型对应的按键提示语音,将案件提示语音发送至来电终端110,以通过按键提示语音对客户进行业务导航。In an embodiment, when the server 120 determines that the navigation type is a button navigation according to the service navigation record, the button prompt voice corresponding to the service type is obtained, and the case prompt voice is sent to the incoming terminal 110 to perform voice navigation to the client by using the button prompt voice. .
本实施例中,根据业务导航记录确定导航类型,保证准确确定导航类型,根据确定的导航类进行业务导航,从而对于不同的客户,可以提高业务导航的成功率。In this embodiment, the navigation type is determined according to the service navigation record, the navigation type is accurately determined, and the service navigation is performed according to the determined navigation class, so that the success rate of the service navigation can be improved for different customers.
如图5所示,在一个实施例中,S312具体包括获取终端标识的步骤,该步骤具体包括以下内容: As shown in FIG. 5, in an embodiment, S312 specifically includes the step of acquiring a terminal identifier, and the step specifically includes the following content:
S502,对接收的语音确认信息进行语音识别得到文字确认信息。S502. Perform voice recognition on the received voice confirmation information to obtain text confirmation information.
在一个实施例中,服务器120在接收到来电终端110返回的语音确认信息后,对语音确认信息进行语音识别,通过语音识别将语音确认信息转换为文字确认信息。In one embodiment, after receiving the voice confirmation information returned by the incoming terminal 110, the server 120 performs voice recognition on the voice confirmation information, and converts the voice confirmation information into text confirmation information through voice recognition.
在一个实施例中,提取语音确认信息中语音的特征信息,根据特征信息与文字的对应关系查找提取到的特征信息对应的文字,根据查找到的文字组合成语音确认信息对应的文字确认信息。In one embodiment, the feature information of the voice in the voice confirmation information is extracted, and the character corresponding to the extracted feature information is searched according to the correspondence between the feature information and the character, and the text confirmation information corresponding to the voice confirmation information is combined according to the searched text.
S504,根据得到的文字确认信息获取提取到的业务类型对应的服务终端的终端标识。S504. Acquire, according to the obtained text confirmation information, a terminal identifier of the service terminal corresponding to the extracted service type.
在一个实施例中,服务器120中存储着服务终端130的终端标识,其中服务终端130具体可以是多个,终端标识与业务类型对应存储,一种业务类型可以对应多个终端标识。服务器120在对语音确认信息进行语音识别得到文字确认信息后,在存储的终端标识中查找与业务类型对应的终端标识。In one embodiment, the server 120 stores the terminal identifier of the service terminal 130, where the service terminal 130 may be multiple, the terminal identifier is stored corresponding to the service type, and one service type may correspond to multiple terminal identifiers. After performing voice recognition on the voice confirmation information to obtain the text confirmation information, the server 120 searches for the terminal identifier corresponding to the service type in the stored terminal identifier.
在一个实施例中,S504具体还包括以下步骤:在得到文字确认信息后,查找提取到的业务类型对应的自助服务终端的终端标识;获取处于空闲状态的自助服务终端对应的终端标识;若未获取到,则获取提取到的业务类型对应的人工服务终端的终端标识。In an embodiment, S504 specifically includes the following steps: after obtaining the text confirmation information, searching for the terminal identifier of the self-service terminal corresponding to the extracted service type; and acquiring the terminal identifier corresponding to the self-service terminal in the idle state; If obtained, the terminal identifier of the manual service terminal corresponding to the extracted service type is obtained.
在一个实施例中,服务器120与多个服务终端130相连接,服务终端130包括自助服务终端和人工服务终端,并按照服务终端的类型存储服务终端对应的终端标识,业务类型与终端标识对应。具体可以是将自助服务终端的终端标识存储在自助服务终端对应的终端标识集合中,将人工服务终端的终端标识存储在人工服务终端对应的终端标识集合中。In one embodiment, the server 120 is connected to the plurality of service terminals 130. The service terminal 130 includes a self-service terminal and a human service terminal, and stores the terminal identifier corresponding to the service terminal according to the type of the service terminal, and the service type corresponds to the terminal identifier. Specifically, the terminal identifier of the self-service terminal is stored in the terminal identifier set corresponding to the self-service terminal, and the terminal identifier of the manual service terminal is stored in the terminal identifier set corresponding to the manual service terminal.
服务器120在对语音确认信息进行语音识别得到文字确认信息后,首先根据业务类型查找自助服务终端对应的终端标识,查找处于空闲状态的自助服务终端,获取处于空闲状态的自助服务终端对应的终端标识。若获取到的多个终端标识,则随机选取一个终端标识。其中,具体可以在自助服务终端的自助服务终端对应的终端标识集合中查找终端标识,不同的业务类型对应 不同的终端标识。After the voice recognition information is voice-recognized to obtain the text confirmation information, the server 120 first searches for the terminal identifier corresponding to the self-service terminal according to the service type, searches for the self-service terminal in the idle state, and acquires the terminal identifier corresponding to the self-service terminal in the idle state. . If multiple terminal identifiers are obtained, one terminal identifier is randomly selected. The terminal identifier may be searched for in the terminal identifier set corresponding to the self-service terminal of the self-service terminal, and the different service types correspond to Different terminal identifiers.
在一个实施例中,若服务器120在未获取到处于空闲状态的自助服务器的终端标识时,则根据业务类型获取处于空闲状态的人工服务终端的终端标识,在获取到人工服务终端的终端标识后,将来电终端转接至获取到的终端标识对应的人工服务终端。若未获取到处于空闲状态的人工服务终端的终端标识,向来电终端播放等待语音提示,在间隔预设时间后重新获取处于空闲状态的人工服务终端的终端标识。In an embodiment, if the server 120 does not obtain the terminal identifier of the self-service server in the idle state, the terminal identifier of the manual service terminal in the idle state is obtained according to the service type, and after the terminal identifier of the manual service terminal is obtained, And transferring the incoming call terminal to the obtained human service terminal corresponding to the terminal identifier. If the terminal identifier of the human service terminal in the idle state is not obtained, the waiting voice prompt is played to the incoming terminal, and the terminal identifier of the manual service terminal in the idle state is re-acquired after the preset time interval.
S506,将来电终端的转接至获取到的终端标识对应的服务终端。S506. Transfer the incoming call terminal to the service terminal corresponding to the obtained terminal identifier.
在一个实施例中,服务器120中在查找到业务类型对应的终端标识后,在查找到的终端标识对应的服务终端选取一个处于空闲状态的服务终端130。服务器120将来电终端110的信道转接到选取的处于空闲状态的服务终端130。In an embodiment, after the terminal identifier corresponding to the service type is found in the server 120, the service terminal corresponding to the found terminal identifier selects a service terminal 130 in an idle state. The server 120 transfers the channel of the incoming terminal 110 to the selected serving terminal 130 in an idle state.
本实施例中,对接收到的语音确认信息进行语音识别得到文字确认信息,排除了语音确认信息中的杂音干扰,根据文字确认信息准确确定对提取到的业务类型进行导航,获取提取到的业务类型对应的服务终端的终端标识,将来电终端专转接至获取到的终端标识对应的服务终端,从而准确完成对来电终端对应的客户的业务导航。In this embodiment, voice recognition is performed on the received voice confirmation information to obtain text confirmation information, and noise interference in the voice confirmation information is excluded, and the extracted service type is accurately determined according to the text confirmation information, and the extracted service is obtained. The terminal identifier of the service terminal corresponding to the type is specifically transferred to the service terminal corresponding to the obtained terminal identifier, thereby accurately completing the service navigation of the client corresponding to the incoming terminal.
如图6所示,在一个实施例中,S312之后具体还包括生成业务导航记录的步骤,该步骤具体包括以下内容:As shown in FIG. 6, in an embodiment, after S312, the method further includes the step of generating a service navigation record, where the step specifically includes the following:
S602,记录服务终端的导航状态信息。S602. Record navigation state information of the service terminal.
在一个实施例中,在服务器120将来电终端110转接至服务终端130后,检测服务终端130是否接通与来电终端110的话路,若检测到服务终端130与来电终端110的话路接通,则记录导航状态信息为导航成功;若接通,则记录导航状态信息为导航失败。In an embodiment, after the server 120 transfers the incoming terminal 110 to the service terminal 130, it detects whether the service terminal 130 is connected to the voice channel of the incoming terminal 110, and if it detects that the service terminal 130 and the incoming terminal 110 are connected, The navigation status information is recorded as navigation success; if it is on, the navigation status information is recorded as navigation failure.
S604,获取导航开始时间和服务终端对应的业务类型。S604. Acquire a navigation start time and a service type corresponding to the service terminal.
在一个实施例中,服务器120获取来电终端110的来电时间,以获取到的来电时间作为导航开始时间,并提取服务终端130的终端标识,查找提取 到的终端标识所对应的业务类型。In an embodiment, the server 120 acquires the incoming call time of the incoming call terminal 110, obtains the incoming call time as the navigation start time, and extracts the terminal identifier of the service terminal 130, and searches for the extraction. The service type corresponding to the terminal ID.
S606,根据导航状态信息、导航开始时间和业务类型生成与终端标识对应的业务导航记录。S606. Generate a service navigation record corresponding to the terminal identifier according to the navigation state information, the navigation start time, and the service type.
在一个实施例中,服务器120在获取到导航开始时间和服务终端的终端标识对应的业务类型后,将记录的导航状态、获取到的导航开始时间和业务类型与服务终端的终端标识对应存储生成终端标识对应的业务导航记录。业务导航记录具体包括导航开始时间、业务类型和导航状态信息,还可以包括业务导航类型。导航状态信息具体包括导航成功和导航失败的信息。In an embodiment, after obtaining the navigation start time and the service type corresponding to the terminal identifier of the service terminal, the server 120 stores the recorded navigation state, the acquired navigation start time, and the service type corresponding to the terminal identifier of the service terminal. The service navigation record corresponding to the terminal identifier. The service navigation record specifically includes navigation start time, service type, and navigation status information, and may also include a service navigation type. The navigation status information specifically includes information of navigation success and navigation failure.
本实施例中,对服务终端的导航状态进行记录得到导航状态信息,获取导航开始时间和业务类型,根据导航状态信息、导航开始时间和业务类型生成终端标识对应的业务导航记录,保证终端标识对应终端再次来电时,对业务导航记录进行分析,从而对终端标识对应的客户进行准确的导航,提高了业务导航效率。In this embodiment, the navigation state of the service terminal is recorded to obtain the navigation state information, the navigation start time and the service type are obtained, and the service navigation record corresponding to the terminal identifier is generated according to the navigation state information, the navigation start time, and the service type, and the terminal identifier is ensured to be corresponding. When the terminal calls again, the service navigation record is analyzed, so that the client corresponding to the terminal identifier is accurately navigated, and the service navigation efficiency is improved.
如图7所示,在一个实施例中,提供一种业务语音导航装置700,该装置鸡腿包括:终端标识获取模块702、业务类型提取模块704、导航信息获取模块706、导航信息播放模块708、确认信息接收模块710和服务任务处理模块712。As shown in FIG. 7 , in one embodiment, a service voice navigation device 700 is provided. The device includes: a terminal identifier obtaining module 702, a service type extracting module 704, a navigation information acquiring module 706, and a navigation information playing module 708. The confirmation information receiving module 710 and the service task processing module 712 are confirmed.
终端标识获取模块702,用于获取来电终端的终端标识。The terminal identifier obtaining module 702 is configured to acquire a terminal identifier of the incoming terminal.
业务类型提取模块704,用于提取预设时间段内终端标识对应的多次导航成功的业务类型。The service type extraction module 704 is configured to extract a service type that is successfully navigated by multiple times corresponding to the terminal identifier in the preset time period.
导航信息获取模块706,用于获取与提取到的业务类型对应的语音导航信息。The navigation information obtaining module 706 is configured to acquire voice navigation information corresponding to the extracted service type.
导航信息播放模块708,用于将获取到的语音导航信息发送至来电终端并播放。The navigation information playing module 708 is configured to send the obtained voice navigation information to the incoming terminal and play.
确认信息接收模块710,用于接收来电终端根据获取到的语音导航信息返回的语音确认信息。The confirmation information receiving module 710 is configured to receive the voice confirmation information returned by the incoming call terminal according to the obtained voice navigation information.
服务任务处理模块712,用于根据接收的语音确认信息将来电终端转接 至服务终端,服务终端与提取到的业务类型对应。The service task processing module 712 is configured to transfer the incoming call terminal according to the received voice confirmation information To the service terminal, the service terminal corresponds to the extracted service type.
本实施例中,获取来电终端的终端标识,根据终端标识查找预设时间段内多次导航成功的业务类型,获取提取到的业务类型对应的语音导航信息,将获取到的语音导航信息发送至来电终端并播放,无需通过多次按键才能获取到业务类型对应的语音导航信息。在接收到来电终端根据获取到的语音导航信息返回的语音确认信息后,直接对接收的语音确认信息进行语音识别,根据识别结果创建来电终端的服务任务,并对创建的服务任务进行处理,避免了客户通过按键来选择业务类型,简化了业务语音导航的操作,提高了业务语音导航效率。In this embodiment, the terminal identifier of the incoming call terminal is obtained, and the service type that is successfully navigated in the preset time period is searched according to the terminal identifier, and the voice navigation information corresponding to the extracted service type is obtained, and the obtained voice navigation information is sent to The incoming call terminal plays and plays the voice navigation information corresponding to the service type without multiple key presses. After receiving the voice confirmation information returned by the incoming call terminal according to the obtained voice navigation information, directly performing voice recognition on the received voice confirmation information, creating a service task of the incoming call terminal according to the recognition result, and processing the created service task to avoid The customer selects the service type through the button, which simplifies the operation of the business voice navigation and improves the efficiency of the business voice navigation.
如图8所示,在一个实施例中,业务类型提取模块704具体包括:导航记录获取模块704a、导航类型确定模块704b和导航记录分析模块704c。As shown in FIG. 8, in one embodiment, the service type extraction module 704 specifically includes: a navigation record acquisition module 704a, a navigation type determination module 704b, and a navigation record analysis module 704c.
导航记录获取模块704a,用于获取与终端标识对应的业务导航记录。The navigation record obtaining module 704a is configured to obtain a service navigation record corresponding to the terminal identifier.
导航类型确定模块704b,用于根据获取的业务导航记录确定导航类型,导航类型包括按键导航和语音识别导航;The navigation type determining module 704b is configured to determine a navigation type according to the obtained service navigation record, where the navigation type includes button navigation and voice recognition navigation;
导航记录分析模块704c,用于在确定导航类型为语音识别导航时,在获取的业务导航记录中提取预设时间段内多次语音识别导航成功的业务类型。The navigation record analysis module 704c is configured to extract, in the obtained service navigation record, a service type that is successfully voiced by multiple voice recognition navigation within a preset time period when determining that the navigation type is voice recognition navigation.
本实施例中,根据业务导航记录确定导航类型,保证准确确定导航类型,根据确定的导航类进行业务导航,从而对于不同的客户,可以提高业务导航的成功率。In this embodiment, the navigation type is determined according to the service navigation record, the navigation type is accurately determined, and the service navigation is performed according to the determined navigation class, so that the success rate of the service navigation can be improved for different customers.
如图9所示,在一个实施例中,服务任务处理模块712具体包括:语音识别模块712a、服务终端提取模块712b和来电终端转接模块712c。As shown in FIG. 9, in one embodiment, the service task processing module 712 specifically includes: a voice recognition module 712a, a service terminal extraction module 712b, and an incoming call terminal switching module 712c.
语音识别模块712a,用于对接收的语音确认信息进行语音识别得到文字确认信息。The voice recognition module 712a is configured to perform voice recognition on the received voice confirmation information to obtain text confirmation information.
服务终端提取模块712b,用于根据得到的文字确认信息获取提取到的业务类型对应的服务终端的终端标识。The service terminal extraction module 712b is configured to obtain, according to the obtained text confirmation information, a terminal identifier of the service terminal corresponding to the extracted service type.
来电终端转接模块712c,用于将来电终端的话路转接至获取到的终端标识对应的服务终端。 The incoming call terminal switching module 712c is configured to transfer the voice channel of the incoming call terminal to the service terminal corresponding to the obtained terminal identifier.
在一个实施例中,服务终端提取模块712b具体还包括:自助终端查找模块、空闲终端查找模块和人工终端查找模块。In an embodiment, the service terminal extraction module 712b specifically includes: a self-service terminal search module, an idle terminal search module, and a manual terminal search module.
自助终端查找模块,用于在得到文字确认信息后,查找提取到的业务类型对应的自助服务终端的终端标识。The self-service terminal search module is configured to search for the terminal identifier of the self-service terminal corresponding to the extracted service type after obtaining the text confirmation information.
空闲终端查找模块,用于获取处于空闲状态的自助服务终端对应的终端标识。The idle terminal search module is configured to obtain a terminal identifier corresponding to the self-service terminal in an idle state.
人工终端查找模块,用于在未获取到处于空闲状态的自助服务终端对应的终端标识时,则获取提取到的业务类型对应的人工服务终端的终端标识。The manual terminal searching module is configured to obtain the terminal identifier of the manual service terminal corresponding to the extracted service type when the terminal identifier corresponding to the self-service terminal in the idle state is not obtained.
本实施例中,对接收到的语音确认信息进行语音识别得到文字确认信息,排除了语音确认信息中的杂音干扰,根据文字确认信息准确确定对提取到的业务类型进行导航,获取提取到的业务类型对应的服务终端的终端标识,将来电终端专转接至获取到的终端标识对应的服务终端,从而准确完成对来电终端对应的客户的业务导航。In this embodiment, voice recognition is performed on the received voice confirmation information to obtain text confirmation information, and noise interference in the voice confirmation information is excluded, and the extracted service type is accurately determined according to the text confirmation information, and the extracted service is obtained. The terminal identifier of the service terminal corresponding to the type is specifically transferred to the service terminal corresponding to the obtained terminal identifier, thereby accurately completing the service navigation of the client corresponding to the incoming terminal.
如图10所示,在一个实施例中,业务语音导航装置700具体还包括:状态信息记录模块714、导航时间获取模块716和导航记录生成模块718。As shown in FIG. 10, in one embodiment, the service voice navigation apparatus 700 specifically includes a state information recording module 714, a navigation time acquisition module 716, and a navigation record generation module 718.
状态信息记录模块714,用于记录服务终端的导航状态信息。The status information recording module 714 is configured to record navigation status information of the service terminal.
导航时间获取模块716,用于获取导航开始时间和服务终端对应的业务类型。The navigation time acquisition module 716 is configured to acquire a navigation start time and a service type corresponding to the service terminal.
导航记录生成模块718,用于根据导航状态信息、导航开始时间和业务类型生成与终端标识对应的业务导航记录。The navigation record generating module 718 is configured to generate a service navigation record corresponding to the terminal identifier according to the navigation state information, the navigation start time, and the service type.
本实施例中,对服务终端的导航状态进行记录得到导航状态信息,获取导航开始时间和业务类型,根据导航状态信息、导航开始时间和业务类型生成终端标识对应的业务导航记录,保证终端标识对应终端再次来电时,对业务导航记录进行分析,从而对终端标识对应的客户进行准确的导航,提高了业务导航效率。In this embodiment, the navigation state of the service terminal is recorded to obtain the navigation state information, the navigation start time and the service type are obtained, and the service navigation record corresponding to the terminal identifier is generated according to the navigation state information, the navigation start time, and the service type, and the terminal identifier is ensured to be corresponding. When the terminal calls again, the service navigation record is analyzed, so that the client corresponding to the terminal identifier is accurately navigated, and the service navigation efficiency is improved.
上述业务语音导航装置中的各个模块可全部或部分通过软件、硬件及其组合来实现。其中,网络接口可以是以太网或无线网卡等。上述各模块可以 硬件形式内嵌于或独立于服务器中的处理器中,也可以以软件形式存储于服务器的存储器中,以便于处理器调用执行以上各个模块对应的操作。该处理器可以为中央处理单元(CPU)、微处理器、单片机等。Each of the above-described business voice navigation devices may be implemented in whole or in part by software, hardware, and combinations thereof. The network interface may be an Ethernet or a wireless network card. Each of the above modules can The hardware form is embedded in or independent of the processor in the server, and can also be stored in the memory of the server in software form, so that the processor calls to perform the operations corresponding to the above modules. The processor can be a central processing unit (CPU), a microprocessor, a microcontroller, or the like.
一种服务器,包括存储器和处理器,所述存储器中存储有指令,所述指令被所述处理器执行时,使得所述处理器执行以下步骤:获取来电终端的终端标识;提取预设时间段内终端标识对应的多次导航成功的业务类型;获取与提取到的业务类型对应的语音导航信息;将获取到的语音导航信息发送至来电终端并播放;接收来电终端根据获取到的语音导航信息返回的语音确认信息;及根据接收到的语音确认信息创建来电终端的服务任务并处理,服务任务与提取到的业务类型对应。A server includes a memory and a processor, wherein the memory stores instructions, when the instructions are executed by the processor, causing the processor to perform the steps of: acquiring a terminal identifier of an incoming terminal; and extracting a preset time period The service type corresponding to the multiple navigations corresponding to the internal terminal identifier; the voice navigation information corresponding to the extracted service type is obtained; the obtained voice navigation information is sent to the incoming call terminal and played; and the received call terminal is based on the obtained voice navigation information. The returned voice confirmation information; and the service task of the incoming call terminal is created and processed according to the received voice confirmation information, and the service task corresponds to the extracted service type.
在一个实时例中,提取预设时间段内终端标识对应的多次导航成功的业务类型,包括:获取与终端标识对应的业务导航记录;根据获取的业务导航记录确定导航类型,导航类型包括按键导航和语音识别导航;及在确定导航类型为语音识别导航时,在获取的业务导航记录中提取预设时间段内多次语音识别导航成功的业务类型。In a real-time example, the service type of the multiple navigations corresponding to the terminal identifier in the preset time period is obtained, including: obtaining a service navigation record corresponding to the terminal identifier; determining a navigation type according to the obtained service navigation record, where the navigation type includes a button Navigation and voice recognition navigation; and when determining that the navigation type is voice recognition navigation, extracting the service type of the voice recognition navigation successfully in the preset time period in the obtained service navigation record.
在一个实时例中,根据接收到的语音确认信息创建来电终端的服务任务并处理,服务任务与提取到的业务类型对应,包括:对接收的语音确认信息进行语音识别得到文字确认信息;根据得到的文字确认信息获取提取到的业务类型对应的服务终端的终端标识;及将来电终端的话路转接至获取到的终端标识对应的服务终端。In a real-time example, the service task of the incoming call terminal is created and processed according to the received voice confirmation information, and the service task corresponds to the extracted service type, including: performing voice recognition on the received voice confirmation information to obtain text confirmation information; The text confirmation information acquires the terminal identifier of the service terminal corresponding to the extracted service type; and transfers the voice channel of the incoming terminal to the service terminal corresponding to the obtained terminal identifier.
在一个实时例中,根据得到的文字确认信息获取提取到的业务类型对应的服务终端的终端标识,包括:在得到文字确认信息后,查找提取到的业务类型对应的自助服务终端的终端标识;获取处于空闲状态的自助服务终端对应的终端标识;及若未获取到,则获取提取到的业务类型对应的人工服务终端的终端标识。In a real-time example, the terminal identifier of the service terminal corresponding to the extracted service type is obtained according to the obtained text confirmation information, including: after obtaining the text confirmation information, searching for the terminal identifier of the self-service terminal corresponding to the extracted service type; Acquiring the terminal identifier corresponding to the self-service terminal in the idle state; and if not obtained, obtaining the terminal identifier of the manual service terminal corresponding to the extracted service type.
在一个实施例中,根据接收到的语音确认信息创建来电终端的服务任务并处理,服务任务与提取到的业务类型对应之后,所述指令还使得处理器还 执行以下步骤:记录服务终端的导航状态信息;获取导航开始时间和提取到的业务类型;及根据导航状态信息、导航开始时间和提取到的业务类型生成与终端标识对应的业务导航记录。In one embodiment, the service task of the incoming call terminal is created and processed according to the received voice confirmation information, and after the service task corresponds to the extracted service type, the instruction further causes the processor to further The following steps are performed: recording navigation state information of the service terminal; obtaining a navigation start time and the extracted service type; and generating a service navigation record corresponding to the terminal identifier according to the navigation state information, the navigation start time, and the extracted service type.
本实施例中,获取来电终端的终端标识,根据终端标识查找预设时间段内多次导航成功的业务类型,获取提取到的业务类型对应的语音导航信息,将获取到的语音导航信息发送至来电终端并播放,无需通过多次按键才能获取到业务类型对应的语音导航信息。在接收到来电终端根据获取到的语音导航信息返回的语音确认信息后,直接对接收的语音确认信息进行语音识别,根据识别结果创建来电终端的服务任务,并对创建的服务任务进行处理,避免了客户通过按键来选择业务类型,简化了业务语音导航的操作,提高了业务语音导航效率。In this embodiment, the terminal identifier of the incoming call terminal is obtained, and the service type that is successfully navigated in the preset time period is searched according to the terminal identifier, and the voice navigation information corresponding to the extracted service type is obtained, and the obtained voice navigation information is sent to The incoming call terminal plays and plays the voice navigation information corresponding to the service type without multiple key presses. After receiving the voice confirmation information returned by the incoming call terminal according to the obtained voice navigation information, directly performing voice recognition on the received voice confirmation information, creating a service task of the incoming call terminal according to the recognition result, and processing the created service task to avoid The customer selects the service type through the button, which simplifies the operation of the business voice navigation and improves the efficiency of the business voice navigation.
一个或多个存储有计算机可执行指令的存储介质,所述计算机可执行指令被一个或多个处理器执行时,使得所述一个或多个处理器执行以下步骤:获取来电终端的终端标识;提取预设时间段内终端标识对应的多次导航成功的业务类型;获取与提取到的业务类型对应的语音导航信息;将获取到的语音导航信息发送至来电终端并播放;接收来电终端根据获取到的语音导航信息返回的语音确认信息;及根据接收到的语音确认信息创建来电终端的服务任务并处理,服务任务与提取到的业务类型对应。One or more storage media storing computer-executable instructions, when executed by one or more processors, causing the one or more processors to perform the steps of: obtaining a terminal identification of the incoming call terminal; Extracting the service type of the multiple navigations corresponding to the terminal identifier in the preset time period; acquiring the voice navigation information corresponding to the extracted service type; transmitting the obtained voice navigation information to the incoming terminal and playing; receiving the incoming call terminal according to the acquisition The voice confirmation information returned by the voice navigation information; and the service task of the incoming terminal is created and processed according to the received voice confirmation information, and the service task corresponds to the extracted service type.
在一个实时例中,提取预设时间段内终端标识对应的多次导航成功的业务类型,包括:获取与终端标识对应的业务导航记录;根据获取的业务导航记录确定导航类型,导航类型包括按键导航和语音识别导航;及在确定导航类型为语音识别导航时,在获取的业务导航记录中提取预设时间段内多次语音识别导航成功的业务类型。In a real-time example, the service type of the multiple navigations corresponding to the terminal identifier in the preset time period is obtained, including: obtaining a service navigation record corresponding to the terminal identifier; determining a navigation type according to the obtained service navigation record, where the navigation type includes a button Navigation and voice recognition navigation; and when determining that the navigation type is voice recognition navigation, extracting the service type of the voice recognition navigation successfully in the preset time period in the obtained service navigation record.
在一个实时例中,根据接收到的语音确认信息创建来电终端的服务任务并处理,服务任务与提取到的业务类型对应,包括:对接收的语音确认信息进行语音识别得到文字确认信息;根据得到的文字确认信息获取提取到的业务类型对应的服务终端的终端标识;及将来电终端的话路转接至获取到的终 端标识对应的服务终端。In a real-time example, the service task of the incoming call terminal is created and processed according to the received voice confirmation information, and the service task corresponds to the extracted service type, including: performing voice recognition on the received voice confirmation information to obtain text confirmation information; The text confirmation information acquires the terminal identifier of the service terminal corresponding to the extracted service type; and transfers the call terminal terminal's voice path to the obtained end The end identifies the corresponding service terminal.
在一个实时例中,根据得到的文字确认信息获取提取到的业务类型对应的服务终端的终端标识,包括:在得到文字确认信息后,查找提取到的业务类型对应的自助服务终端的终端标识;获取处于空闲状态的自助服务终端对应的终端标识;及若未获取到,则获取提取到的业务类型对应的人工服务终端的终端标识。In a real-time example, the terminal identifier of the service terminal corresponding to the extracted service type is obtained according to the obtained text confirmation information, including: after obtaining the text confirmation information, searching for the terminal identifier of the self-service terminal corresponding to the extracted service type; Acquiring the terminal identifier corresponding to the self-service terminal in the idle state; and if not obtained, obtaining the terminal identifier of the manual service terminal corresponding to the extracted service type.
在一个实施例中,根据接收到的语音确认信息创建来电终端的服务任务并处理,服务任务与提取到的业务类型对应之后,所述计算机可执行指令还使得处理器还执行以下步骤:记录服务终端的导航状态信息;获取导航开始时间和提取到的业务类型;及根据导航状态信息、导航开始时间和提取到的业务类型生成与终端标识对应的业务导航记录。In one embodiment, the service task of the incoming call terminal is created and processed according to the received voice confirmation information, and after the service task corresponds to the extracted service type, the computer executable instructions further cause the processor to perform the following steps: recording the service The navigation state information of the terminal; the navigation start time and the extracted service type; and the service navigation record corresponding to the terminal identifier is generated according to the navigation state information, the navigation start time, and the extracted service type.
本实施例中,获取来电终端的终端标识,根据终端标识查找预设时间段内多次导航成功的业务类型,获取提取到的业务类型对应的语音导航信息,将获取到的语音导航信息发送至来电终端并播放,无需通过多次按键才能获取到业务类型对应的语音导航信息。在接收到来电终端根据获取到的语音导航信息返回的语音确认信息后,直接对接收的语音确认信息进行语音识别,根据识别结果创建来电终端的服务任务,并对创建的服务任务进行处理,避免了客户通过按键来选择业务类型,简化了业务语音导航的操作,提高了业务语音导航效率。In this embodiment, the terminal identifier of the incoming call terminal is obtained, and the service type that is successfully navigated in the preset time period is searched according to the terminal identifier, and the voice navigation information corresponding to the extracted service type is obtained, and the obtained voice navigation information is sent to The incoming call terminal plays and plays the voice navigation information corresponding to the service type without multiple key presses. After receiving the voice confirmation information returned by the incoming call terminal according to the obtained voice navigation information, directly performing voice recognition on the received voice confirmation information, creating a service task of the incoming call terminal according to the recognition result, and processing the created service task to avoid The customer selects the service type through the button, which simplifies the operation of the business voice navigation and improves the efficiency of the business voice navigation.
根据本实施例的一个示例,上述实施例方法中的全部或部分流程,可以通过计算机可执行指令来指令相关的硬件来完成,所述计算机可执行指令可存储于一计算机可读取存储介质中,如本申请实施例中,该计算机可执行指令可存储于计算机系统的存储介质中,并被该计算机系统中的至少一个处理器执行,以实现包括如上述各方法的实施例的流程。该存储介质包括但不限于磁碟、优盘、光盘、只读存储记忆体(Read-Only Memory,ROM)等。According to an example of the embodiment, all or part of the processes in the foregoing embodiment may be completed by instructing related hardware by computer executable instructions, which may be stored in a computer readable storage medium. As in the embodiment of the present application, the computer executable instructions may be stored in a storage medium of a computer system and executed by at least one processor in the computer system to implement a flow comprising an embodiment of the methods as described above. The storage medium includes, but is not limited to, a magnetic disk, a USB flash drive, an optical disk, a read-only memory (ROM), and the like.
以上所述实施例的各技术特征可以进行任意的组合,为使描述简洁,未对上述实施例中的各个技术特征所有可能的组合都进行描述,然而,只要这 些技术特征的组合不存在矛盾,都应当认为是本说明书记载的范围。The technical features of the above-described embodiments may be combined in any combination. For the sake of brevity of description, all possible combinations of the technical features in the above embodiments are not described, however, as long as this There is no contradiction in the combination of these technical features, and should be considered as the scope of the description.
以上所述实施例仅表达了本申请的几种实施方式,其描述较为具体和详细,但并不能因此而理解为对发明专利范围的限制。应当指出的是,对于本领域的普通技术人员来说,在不脱离本申请构思的前提下,还可以做出若干变形和改进,这些都属于本申请的保护范围。因此,本申请专利的保护范围应以所附权利要求为准。 The above-mentioned embodiments are merely illustrative of several embodiments of the present application, and the description thereof is more specific and detailed, but is not to be construed as limiting the scope of the invention. It should be noted that a number of variations and modifications may be made by those skilled in the art without departing from the spirit and scope of the present application. Therefore, the scope of the invention should be determined by the appended claims.

Claims (20)

  1. 一种业务语音导航方法,包括:A business voice navigation method includes:
    获取来电终端的终端标识;Obtaining the terminal identifier of the incoming terminal;
    提取预设时间段内与所述终端标识对应的多次导航成功的业务类型;Extracting a service type that is successfully navigated multiple times corresponding to the terminal identifier in the preset time period;
    获取与提取到的业务类型对应的语音导航信息;Obtaining voice navigation information corresponding to the extracted service type;
    将获取到的语音导航信息发送至所述来电终端并播放;Sending the obtained voice navigation information to the caller terminal and playing;
    接收所述来电终端根据所述获取到的语音导航信息返回的语音确认信息;及Receiving voice confirmation information returned by the incoming call terminal according to the acquired voice navigation information; and
    根据接收到的语音确认信息创建所述来电终端的服务任务并处理,所述服务任务与所述提取到的业务类型对应。And creating a service task of the incoming terminal according to the received voice confirmation information, where the service task corresponds to the extracted service type.
  2. 根据权利要求1所述的方法,其特征在于,所述提取预设时间段内所述终端标识对应的多次导航成功的业务类型,包括:The method according to claim 1, wherein the extracting the service type of the plurality of navigation successes corresponding to the terminal identifier in the preset time period comprises:
    获取与终端标识对应的业务导航记录;Obtaining a service navigation record corresponding to the terminal identifier;
    根据获取的业务导航记录确定导航类型,所述导航类型包括按键导航和语音识别导航;及Determining a navigation type according to the obtained business navigation record, the navigation type including button navigation and voice recognition navigation;
    在确定导航类型为语音识别导航时,在所述获取的业务导航记录中提取预设时间段内多次语音识别导航成功的业务类型。When determining that the navigation type is voice recognition navigation, extracting, in the obtained service navigation record, a service type that is successfully synchronized by multiple voice recognition navigation within a preset time period.
  3. 根据权利要求1所述的方法,其特征在于,所述根据接收到的语音确认信息创建所述来电终端的服务任务并处理,所述服务任务与所述提取到的业务类型对应,包括:The method according to claim 1, wherein the service task of the incoming call terminal is created and processed according to the received voice confirmation information, and the service task corresponds to the extracted service type, including:
    对接收的语音确认信息进行语音识别得到文字确认信息;Performing voice recognition on the received voice confirmation information to obtain text confirmation information;
    根据得到的文字确认信息获取所述提取到的业务类型对应的服务终端的终端标识;及Acquiring, according to the obtained text confirmation information, a terminal identifier of the service terminal corresponding to the extracted service type; and
    将所述来电终端的话路转接至获取到的终端标识对应的服务终端。And transferring the voice channel of the incoming terminal to the service terminal corresponding to the obtained terminal identifier.
  4. 根据权利要求3所述的方法,其特征在于,所述根据得到的文字确认信息获取所述提取到的业务类型对应的服务终端的终端标识,包括:The method according to claim 3, wherein the obtaining the terminal identifier of the service terminal corresponding to the extracted service type according to the obtained text confirmation information comprises:
    在得到文字确认信息后,查找所述提取到的业务类型对应的自助服务终 端的终端标识;After obtaining the text confirmation information, searching for the self-service end corresponding to the extracted service type Terminal identification of the terminal;
    获取处于空闲状态的自助服务终端对应的终端标识;及Obtaining a terminal identifier corresponding to the self-service terminal in an idle state; and
    若未获取到,则获取所述提取到的业务类型对应的人工服务终端的终端标识。If not obtained, the terminal identifier of the manual service terminal corresponding to the extracted service type is obtained.
  5. 根据权利要求1-4中任一项所述的方法,其特征在于,所述根据接收到的语音确认信息创建所述来电终端的服务任务并处理,所述服务任务与所述提取到的业务类型对应之后,所述方法还包括:The method according to any one of claims 1 to 4, wherein the service task of the incoming terminal is created and processed according to the received voice confirmation information, the service task and the extracted service After the type is matched, the method further includes:
    记录所述服务终端的导航状态信息;Recording navigation state information of the service terminal;
    获取导航开始时间和所述提取到的业务类型;及Obtaining a navigation start time and the extracted business type; and
    根据所述导航状态信息、所述导航开始时间和所述提取到的业务类型生成与所述终端标识对应的业务导航记录。And generating a service navigation record corresponding to the terminal identifier according to the navigation state information, the navigation start time, and the extracted service type.
  6. 一种业务语音导航装置,包括:A business voice navigation device includes:
    终端标识获取模块,用于获取来电终端的终端标识;a terminal identifier obtaining module, configured to acquire a terminal identifier of the incoming terminal;
    业务类型提取模块,用于提取预设时间段内所述终端标识对应的多次导航成功的业务类型;a service type extraction module, configured to extract a service type that is successfully navigated by the terminal identifier corresponding to the terminal identifier in a preset time period;
    导航信息获取模块,用于获取与提取到的业务类型对应的语音导航信息;a navigation information obtaining module, configured to acquire voice navigation information corresponding to the extracted service type;
    导航信息播放模块,用于将获取到的语音导航信息发送至所述来电终端并播放;a navigation information playing module, configured to send the obtained voice navigation information to the incoming call terminal and play the same;
    确认信息接收模块,用于接收所述来电终端根据所述获取到的语音导航信息返回的语音确认信息;及a confirmation information receiving module, configured to receive voice confirmation information returned by the incoming call terminal according to the acquired voice navigation information; and
    服务任务处理模块,用于根据接收到的语音确认信息创建所述来电终端的服务任务并处理,所述服务任务与所述提取到的业务类型对应。The service task processing module is configured to create and process a service task of the incoming terminal according to the received voice confirmation information, where the service task corresponds to the extracted service type.
  7. 根据权利要求6所述的装置,其特征在于,所述业务类型提取模块包括:The device according to claim 6, wherein the service type extraction module comprises:
    导航记录获取模块,用于获取与终端标识对应的业务导航记录;a navigation record obtaining module, configured to acquire a service navigation record corresponding to the terminal identifier;
    导航类型确定模块,用于根据获取的业务导航记录确定导航类型,所述导航类型包括按键导航和语音识别导航;及 a navigation type determining module, configured to determine a navigation type according to the obtained service navigation record, where the navigation type includes a button navigation and a voice recognition navigation;
    导航记录分析模块,用于在确定导航类型为语音识别导航时,在所述获取的业务导航记录中提取预设时间段内多次语音识别导航成功的业务类型。The navigation record analysis module is configured to extract, in the obtained service navigation record, a service type in which the voice recognition navigation is successful in a preset time period when the navigation type is determined to be voice recognition navigation.
  8. 根据权利要求6所述的装置,其特征在于,所述服务任务处理模块包括:The device according to claim 6, wherein the service task processing module comprises:
    语音识别模块,用于对接收的语音确认信息进行语音识别得到文字确认信息;a voice recognition module, configured to perform voice recognition on the received voice confirmation information to obtain text confirmation information;
    服务终端提取模块,用于根据得到的文字确认信息获取所述提取到的业务类型对应的服务终端的终端标识;及a service terminal extraction module, configured to acquire, according to the obtained text confirmation information, a terminal identifier of the service terminal corresponding to the extracted service type; and
    来电终端转接模块,用于将所述来电终端的话路转接至获取到的终端标识对应的服务终端。The caller terminal switching module is configured to transfer the voice channel of the incoming terminal to the service terminal corresponding to the obtained terminal identifier.
  9. 根据权利要求8所述的方法,其特征在于,所述服务终端提取模块包括:The method according to claim 8, wherein the service terminal extraction module comprises:
    自助终端查找模块,用于在得到文字确认信息后,查找所述提取到的业务类型对应的自助服务终端的终端标识;a self-service terminal search module, configured to search for a terminal identifier of the self-service terminal corresponding to the extracted service type after obtaining the text confirmation information;
    空闲终端查找模块,用于获取处于空闲状态的自助服务终端对应的终端标识;及An idle terminal search module, configured to acquire a terminal identifier corresponding to the self-service terminal in an idle state; and
    人工终端查找模块,用于在未获取到处于空闲状态的自助服务终端对应的终端标识时,则获取所述提取到的业务类型对应的人工服务终端的终端标识。The manual terminal searching module is configured to acquire the terminal identifier of the manual service terminal corresponding to the extracted service type when the terminal identifier corresponding to the self-service terminal in the idle state is not obtained.
  10. 根据权利要求6-9中任一项所述的装置,其特征在于,所述装置还包括:The device according to any one of claims 6-9, wherein the device further comprises:
    状态信息记录模块,用于记录所述服务终端的导航状态信息;a status information recording module, configured to record navigation status information of the service terminal;
    导航时间获取模块,用于获取导航开始时间和所述提取到的业务类型;及a navigation time acquisition module, configured to acquire a navigation start time and the extracted service type; and
    导航记录生成模块,用于根据所述导航状态信息、所述导航开始时间和所述提取到的业务类型生成与所述终端标识对应的业务导航记录。 And a navigation record generating module, configured to generate a service navigation record corresponding to the terminal identifier according to the navigation state information, the navigation start time, and the extracted service type.
  11. 一种服务器,包括存储器和处理器,所述存储器中存储有指令,所述指令被所述处理器执行时,使得所述处理器执行以下步骤:A server includes a memory and a processor, the memory storing instructions that, when executed by the processor, cause the processor to perform the following steps:
    获取来电终端的终端标识;Obtaining the terminal identifier of the incoming terminal;
    提取预设时间段内所述终端标识对应的多次导航成功的业务类型;Extracting a service type that is successfully navigated by the terminal identifier corresponding to the terminal identifier in a preset time period;
    获取与提取到的业务类型对应的语音导航信息;Obtaining voice navigation information corresponding to the extracted service type;
    将获取到的语音导航信息发送至所述来电终端并播放;Sending the obtained voice navigation information to the caller terminal and playing;
    接收所述来电终端根据所述获取到的语音导航信息返回的语音确认信息;及Receiving voice confirmation information returned by the incoming call terminal according to the acquired voice navigation information; and
    根据接收到的语音确认信息创建所述来电终端的服务任务并处理,所述服务任务与所述提取到的业务类型对应。And creating a service task of the incoming terminal according to the received voice confirmation information, where the service task corresponds to the extracted service type.
  12. 根据权利要求11所述的服务器,其特征在于,所述提取预设时间段内所述终端标识对应的多次导航成功的业务类型,包括:The server according to claim 11, wherein the extracting the service type of the plurality of navigation successes corresponding to the terminal identifier in the preset time period comprises:
    获取与终端标识对应的业务导航记录;Obtaining a service navigation record corresponding to the terminal identifier;
    根据获取的业务导航记录确定导航类型,所述导航类型包括按键导航和语音识别导航;及Determining a navigation type according to the obtained business navigation record, the navigation type including button navigation and voice recognition navigation;
    在确定导航类型为语音识别导航时,在所述获取的业务导航记录中提取预设时间段内多次语音识别导航成功的业务类型。When determining that the navigation type is voice recognition navigation, extracting, in the obtained service navigation record, a service type that is successfully synchronized by multiple voice recognition navigation within a preset time period.
  13. 根据权利要求11所述的服务器,其特征在于,所述根据接收到的语音确认信息创建所述来电终端的服务任务并处理,所述服务任务与所述提取到的业务类型对应,包括:The server according to claim 11, wherein the service task of the incoming call terminal is created and processed according to the received voice confirmation information, and the service task corresponds to the extracted service type, including:
    对接收的语音确认信息进行语音识别得到文字确认信息;Performing voice recognition on the received voice confirmation information to obtain text confirmation information;
    根据得到的文字确认信息获取所述提取到的业务类型对应的服务终端的终端标识;及Acquiring, according to the obtained text confirmation information, a terminal identifier of the service terminal corresponding to the extracted service type; and
    将所述来电终端的话路转接至获取到的终端标识对应的服务终端。And transferring the voice channel of the incoming terminal to the service terminal corresponding to the obtained terminal identifier.
  14. 根据权利要求13所述的服务器,其特征在于,所述根据得到的文字确认信息获取所述提取到的业务类型对应的服务终端的终端标识,包括:The server according to claim 13, wherein the obtaining the terminal identifier of the service terminal corresponding to the extracted service type according to the obtained text confirmation information comprises:
    在得到文字确认信息后,查找所述提取到的业务类型对应的自助服务终 端的终端标识;After obtaining the text confirmation information, searching for the self-service end corresponding to the extracted service type Terminal identification of the terminal;
    获取处于空闲状态的自助服务终端对应的终端标识;及Obtaining a terminal identifier corresponding to the self-service terminal in an idle state; and
    若未获取到,则获取所述提取到的业务类型对应的人工服务终端的终端标识。If not obtained, the terminal identifier of the manual service terminal corresponding to the extracted service type is obtained.
  15. 根据权利要求11-14中任一项所述的服务器,其特征在于,所述根据接收到的语音确认信息创建所述来电终端的服务任务并处理,所述服务任务与所述提取到的业务类型对应之后,所述指令还使得所述处理器执行以下步骤:The server according to any one of claims 11 to 14, wherein the service task of the incoming terminal is created and processed according to the received voice confirmation information, the service task and the extracted service After the type corresponds, the instructions further cause the processor to perform the following steps:
    记录所述服务终端的导航状态信息;Recording navigation state information of the service terminal;
    获取导航开始时间和所述提取到的业务类型;及Obtaining a navigation start time and the extracted business type; and
    根据所述导航状态信息、所述导航开始时间和所述提取到的业务类型生成与所述终端标识对应的业务导航记录。And generating a service navigation record corresponding to the terminal identifier according to the navigation state information, the navigation start time, and the extracted service type.
  16. 一个或多个存储有计算机可执行指令的存储介质,所述计算机可执行指令被一个或多个处理器执行时,使得所述一个或多个处理器执行以下步骤:One or more storage media storing computer executable instructions that, when executed by one or more processors, cause the one or more processors to perform the following steps:
    获取来电终端的终端标识;Obtaining the terminal identifier of the incoming terminal;
    提取预设时间段内所述终端标识对应的多次导航成功的业务类型;Extracting a service type that is successfully navigated by the terminal identifier corresponding to the terminal identifier in a preset time period;
    获取与提取到的业务类型对应的语音导航信息;Obtaining voice navigation information corresponding to the extracted service type;
    将获取到的语音导航信息发送至所述来电终端并播放;Sending the obtained voice navigation information to the caller terminal and playing;
    接收所述来电终端根据所述获取到的语音导航信息返回的语音确认信息;及Receiving voice confirmation information returned by the incoming call terminal according to the acquired voice navigation information; and
    根据接收到的语音确认信息创建所述来电终端的服务任务并处理,所述服务任务与所述提取到的业务类型对应。And creating a service task of the incoming terminal according to the received voice confirmation information, where the service task corresponds to the extracted service type.
  17. 根据权利要求16所述的存储介质,其特征在于,所述提取预设时间段内所述终端标识对应的多次导航成功的业务类型,包括:The storage medium according to claim 16, wherein the extracting the service type of the plurality of navigation successes corresponding to the terminal identifier in the preset time period comprises:
    获取与终端标识对应的业务导航记录;Obtaining a service navigation record corresponding to the terminal identifier;
    根据获取的业务导航记录确定导航类型,所述导航类型包括按键导航和 语音识别导航;及Determining a navigation type based on the obtained business navigation record, the navigation type including button navigation and Speech recognition navigation; and
    在确定导航类型为语音识别导航时,在所述获取的业务导航记录中提取预设时间段内多次语音识别导航成功的业务类型。When determining that the navigation type is voice recognition navigation, extracting, in the obtained service navigation record, a service type that is successfully synchronized by multiple voice recognition navigation within a preset time period.
  18. 根据权利要求16所述的存储介质,其特征在于,所述根据接收到的语音确认信息创建所述来电终端的服务任务并处理,所述服务任务与所述提取到的业务类型对应,包括:The storage medium according to claim 16, wherein the service task of the incoming call terminal is created and processed according to the received voice confirmation information, and the service task corresponds to the extracted service type, including:
    对接收的语音确认信息进行语音识别得到文字确认信息;Performing voice recognition on the received voice confirmation information to obtain text confirmation information;
    根据得到的文字确认信息获取所述提取到的业务类型对应的服务终端的终端标识;及Acquiring, according to the obtained text confirmation information, a terminal identifier of the service terminal corresponding to the extracted service type; and
    将所述来电终端的话路转接至获取到的终端标识对应的服务终端。And transferring the voice channel of the incoming terminal to the service terminal corresponding to the obtained terminal identifier.
  19. 根据权利要求18所述的存储介质,其特征在于,所述根据得到的文字确认信息获取所述提取到的业务类型对应的服务终端的终端标识,包括:The storage medium according to claim 18, wherein the obtaining the terminal identifier of the service terminal corresponding to the extracted service type according to the obtained text confirmation information comprises:
    在得到文字确认信息后,查找所述提取到的业务类型对应的自助服务终端的终端标识;After obtaining the text confirmation information, searching for the terminal identifier of the self-service terminal corresponding to the extracted service type;
    获取处于空闲状态的自助服务终端对应的终端标识;及Obtaining a terminal identifier corresponding to the self-service terminal in an idle state; and
    若未获取到,则获取所述提取到的业务类型对应的人工服务终端的终端标识。If not obtained, the terminal identifier of the manual service terminal corresponding to the extracted service type is obtained.
  20. 根据权利要求16-19中任一项所述的存储介质,其特征在于,所述根据接收到的语音确认信息创建所述来电终端的服务任务并处理,所述服务任务与所述提取到的业务类型对应之后,所述计算机可执行指令还使得所述处理器执行以下步骤:The storage medium according to any one of claims 16 to 19, wherein the service task of the incoming call terminal is created and processed according to the received voice confirmation information, the service task and the extracted After the business type corresponds, the computer executable instructions further cause the processor to perform the following steps:
    记录所述服务终端的导航状态信息;Recording navigation state information of the service terminal;
    获取导航开始时间和所述提取到的业务类型;及Obtaining a navigation start time and the extracted business type; and
    根据所述导航状态信息、所述导航开始时间和所述提取到的业务类型生成与所述终端标识对应的业务导航记录。 And generating a service navigation record corresponding to the terminal identifier according to the navigation state information, the navigation start time, and the extracted service type.
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