WO2018121024A1 - Procédé et dispositif de navigation vocale de service, serveur et support de stockage - Google Patents

Procédé et dispositif de navigation vocale de service, serveur et support de stockage 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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WIPO (PCT)
Prior art keywords
service
navigation
terminal
voice
type
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PCT/CN2017/108096
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English (en)
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/fr

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42136—Administration or customisation of services
    • H04M3/4217—Managing service interactions
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H04M3/4936—Speech interaction details
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised 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

L'invention concerne un procédé de navigation vocale de service, comprenant les étapes consistant à : obtenir une identification de terminal d'un terminal appelant ; extraire un type de service naviguant avec succès plusieurs fois correspondant à l'identification de terminal dans une période de temps prédéfinie ; obtenir des informations de navigation vocale correspondant au type de service extrait ; envoyer les informations de navigation vocale obtenues au terminal appelant et les lire ; recevoir des informations de confirmation vocale renvoyées par le terminal appelant selon les informations de navigation vocale obtenues ; et transférer le terminal appelant à un terminal de service selon les informations de confirmation vocale reçues, le terminal de service correspondant au type de service extrait.
PCT/CN2017/108096 2016-12-28 2017-10-27 Procédé et dispositif de navigation vocale de service, serveur et support de stockage WO2018121024A1 (fr)

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CN114219380A (zh) * 2022-02-23 2022-03-22 深圳市华正联实业有限公司 一种信息核验方法、自助办理系统及可读存储介质
CN114915923A (zh) * 2022-05-06 2022-08-16 中国联合网络通信集团有限公司 5g消息即服务触发方法、装置、电子设备及存储介质

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CN108965620A (zh) * 2018-08-24 2018-12-07 杭州数心网络科技有限公司 一种人工智能呼叫中心系统
CN109474754A (zh) * 2018-10-11 2019-03-15 平安科技（深圳）有限公司 热线电话语音导航的方法、装置、计算机设备和存储介质

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