WO2018149081A1

WO2018149081A1 - Method, device, and terminal for processing voice information of follow-up call, and storage medium

Info

Publication number: WO2018149081A1
Application number: PCT/CN2017/090567
Authority: WO
Inventors: 何学桃; 官民; 曾荀; 彭元山
Original assignee: 平安科技（深圳）有限公司
Priority date: 2017-02-20
Filing date: 2017-06-28
Publication date: 2018-08-23
Also published as: TW201832159A; CN107026949B; TWI673670B; CN107026949A

Abstract

A method for processing voice information of a follow-up call, comprising: acquiring a follow-up question; performing detection on a voice playback instruction of the follow-up question; upon detection of a voice playback instruction of the follow-up question, extracting numbers corresponding to question segment portions of the follow-up question, the question segment portions comprising a yet-determined information portion and a fixed information portion; identifying, according to the numbers, the question segment portions of the follow-up question; and playing voice data according to the identified question segment portions, wherein if a question segment portion is identified as a fixed information portion, then a recorded voice file corresponding to said fixed information portion is retrieved, the voice data is played according to the retrieved recorded voice file, and the played voice data is added to an established call line with a client terminal.

Description

Processing method, device, terminal and storage medium for returning voice information

The present application claims priority to Chinese Patent Application No. 200910090751.0, entitled "Restoring Voice Information Processing Method and Apparatus" on February 20, 2017, the entire contents of which are incorporated herein by reference. in.

[Technical Field]

The present invention relates to the technical field of voice information processing, and in particular, to a method, an apparatus, a terminal, and a storage medium for processing a return visit voice information.

【Background technique】

During the return visit of the telephone service, the customer service personnel return to the customer for the products purchased by the customer. The traditional return visit is carried out by the customer service personnel through the telephone, and the telephone return visit is mainly carried out by means of the customer service personnel manually broadcasting the return visit question. of.

However, when there are more customers who need to return, the customer service staff needs to prepare a large number of return visits. The workload of returning work is large. If the manual return visit is still used, the return visit work will be inefficient. At the same time, due to the need to broadcast and return visits, when the customer personnel manually broadcast the return visit, it is inevitable that there will be broadcast errors and affect their work efficiency.

[Summary of the Invention]

According to various embodiments disclosed herein, a processing method, apparatus, terminal, and storage medium for returning voice information are provided.

A method for processing a return visit voice information, comprising:

Get a return visit question;

Detecting a voice play instruction of the return visit question;

And when the voice play instruction of the return visit question is detected, extracting a number corresponding to each of the problem splitting parts in the return visit question; the problem splitting part includes an information pending part and an information fixed part;

Identifying a problem splitting portion of the return visit question based on the number; and

Splitting part of the voice according to the identified problem; wherein, when the problem splitting part is identified as the information fixed part, the recording file corresponding to the fixed part of the information is queried, and the voice is played according to the queried recording file, and the played Voice joins the voice path established with the client terminal.

A processing device for returning voice information, comprising:

a problem acquisition module for obtaining a return visit question;

An instruction detection module, configured to detect a voice play instruction of the return visit question;

a number extraction module, configured to: when the voice play instruction of the return visit question is detected, extract a number corresponding to each of the problem splitting parts in the return visit question; the problem splitting part includes an information pending part and an information fixed part;

a problem identification module, identifying a problem splitting part in the return visit question according to the number; and

a voice playing module, configured to split a part of the voice according to the recognized problem; wherein, when the problem splitting part is identified as a fixed part of the information, the recording file corresponding to the fixed part of the information is queried, and the sounding file is played according to the queried recording file. Voice, and the played voice is added to the voice path established with the client terminal.

A terminal comprising a memory and a processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to perform the following steps:

Get a return visit question;

Detecting a voice play instruction of the return visit question;

One or more computer non-volatile storage media storing computer readable instructions, when executed by one or more processors, cause the one or more processors to perform the steps of:

Get a return visit question;

Detecting a voice play instruction of the return visit question;

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.

[Description of the Drawings]

In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings to be used in the embodiments or the prior art description will be briefly described below. Obviously, the drawings in the following description are only It is a certain embodiment of the present application, and other drawings can be obtained according to the drawings without any creative work for those skilled in the art.

1 is an application environment diagram of a method for processing a return visit voice information in an embodiment;

2 is a functional block diagram of a customer service terminal in a processing system for returning voice information in an embodiment;

3 is a schematic flow chart of a method for processing return voice information in an embodiment;

4 is a schematic flow chart of steps of splitting a return visit problem in an embodiment;

5 is a schematic flow chart showing steps of displaying a return visit problem in an embodiment;

6 is a schematic flow chart of steps of querying a recording file in an embodiment;

7 is a functional block diagram of a processing device for returning voice information in an embodiment;

FIG. 8 is a functional block diagram of a processing apparatus for returning voice information in another embodiment; FIG.

FIG. 9 is a functional block diagram of a processing apparatus for returning voice information in still another embodiment; FIG.

FIG. 10 is a functional block diagram of a voice play module in an embodiment.

【detailed description】

Exemplary embodiments embodying the features and advantages of the present application will be described in detail in the following description. It should be understood that the present invention is capable of various modifications in the various embodiments, and This application.

FIG. 1 is an application environment diagram of a method for processing a return visit voice information in an embodiment. Referring to FIG. 1, the processing method of the returning voice information is applied to a processing system for returning voice information. The processing system for returning voice information includes a client terminal 110, a customer service terminal 120, and a server 130, wherein the customer service terminal 120 is connected to the server 130 and the client terminal 110 through a network. The client terminal 110 and the customer service terminal 120 may be a fixed terminal or a mobile terminal, and the fixed terminal may specifically have a fixed telephone or a desktop computer with a call function, and the mobile terminal may be at least one of a notebook computer having a call function, a smart phone, and a tablet computer. .

FIG. 2 is a functional block diagram of the customer service terminal 120 in the processing system for returning voice information of FIG. 1 in an embodiment. As shown in FIG. 2, the customer service terminal 120 includes a processor, a non-volatile storage medium, an internal memory, a network interface, a display screen, and an input device connected through a system bus. The processor of the customer service terminal 120 is used to provide computing and control capabilities to support the operation of the entire customer service terminal 120. The memory is used to store data, code instructions, etc., and the network interface is used to communicate with the client terminal 110 and the server 130 in a network. At least one computer-executable instruction is stored in the memory, and the computer-executable instructions are executable by the processor to implement a processing method for returning voice information applicable to the customer service terminal 120 provided in the embodiment of the present application. Memory can include disk, CD, read-only memory (Read-Only) Non-volatile storage media such as Memory, ROM), or random access memory (Random Access) Memory, RAM), etc. 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 and computer-executable instructions executable by the processor to implement the A method of returning voice information; the internal memory provides a cached operating environment for an operating system and computer executable instructions in the non-volatile storage medium.

It will be understood by those skilled in the art that the structure shown in FIG. 2 is only a block 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 a ratio. More or fewer components are shown in Figure 2, or some components are combined, or have different component arrangements.

As shown in FIG. 3, in an embodiment, a method for processing a returning voice information is provided. The method is applied to the customer service terminal 120 for example. The method specifically includes the following steps:

S302, obtaining a return visit question.

The customer service personnel input the customer service personnel account in the customer service terminal 120 through the input device to log in to the customer service terminal 120, and the customer service terminal 120 receives the return visit task assigned by the server 110. The customer service terminal 120 extracts the product identifier from the return visit task, queries the return access volume corresponding to the product identifier, and obtains the return visit question from the return access volume. The customer service terminal 120 extracts the identity of the client terminal 110 in the return visit task, and establishes a voice path with the client terminal 110 according to the identity of the client terminal 110. The voice channel is a channel established by the customer service terminal 120 and the client terminal 110 for a call.

In one embodiment, the customer service terminal 120 displays the return visit question number in the access volume when querying the return access volume corresponding to the product identifier. The customer service staff 120 selects the displayed return visit question in the displayed return question number. The customer service terminal 120 receives the selection instruction of the customer service personnel carrying the number of the returning question, and queries the returning question according to the number of the returning question carried in the selection instruction, and displays the returned returning question on the page.

S304. A voice play instruction for detecting a return visit question.

The customer service terminal 120 displays the return visit question on the page, and the page displaying the return visit question is provided with a voice play button, and the voice play button is used to trigger the voice play instruction of the return visit question. The customer service staff 120 can click the voice play button through the input device of the customer service terminal 120, and trigger the voice play command by clicking the voice play button. The customer service terminal 120 detects whether the voice play command of the return visit question is triggered.

S306. When detecting the voice play instruction of the return visit question, extract the corresponding number of the problem splitting part in the return visit question; the question splitting part includes the information pending part and the information fixed part.

The number can be used to identify the order in which the problem splits appear in the return visit question and the type of the problem split part. The problem splitting part is the information part obtained by splitting the return visit question, and the question splitting part includes the information pending part and the information fixed part. When the voice play instruction of the return visit question is triggered, the customer service terminal 120 obtains the title identifier of the return visit question, and queries the number corresponding to the information pending part and the information fixed part corresponding to the obtained title identifier, that is, the number of the pending part of the query information. And the number of the fixed part of the information. The return visit question is split into the information pending part and the information fixed part. The information pending part refers to the content of the return visit question that needs the customer service personnel to manually broadcast the information. The fixed part of the information means that the return visit question can be performed by the corresponding recording file. Broadcast, without the need for customer service personnel to manually broadcast the content.

For example, in the "Mr. Dear/Ms.", the "respected" process is fixed in the return visit process. For the fixed part of the information, "Mr./Ms." needs to be determined according to the actual situation of the client during the return visit, which is variable information. For the information to be determined.

S308. Identify the problem split part in the return visit question according to the number.

The customer service terminal 120 reads the number in the order of number, and extracts the number used for the type identifier, and the type identifier is used to identify the type of the problem splitting part. According to the extracted type identifier, the problem splitting part is the information pending part or the information fixed part.

S310, splitting part of the playing voice according to the identified problem; wherein, when the identified problem splitting part is the fixed part of the information, the recording file corresponding to the fixed part of the query information, playing the voice according to the queried recording file, and playing The voice joins the channel established with the client terminal.

When the identified problem splitting part is the information pending part, the customer service terminal 120 collects the customer service voice corresponding to the information pending part, and adds the collected voice to the session established with the client terminal. When the identified problem splitting part is the information fixed part, the customer service terminal 120 queries the recording file corresponding to the fixed part of the information, plays the voice according to the queried recording file, and adds the played voice to the voice channel established with the client terminal.

In an embodiment, when the customer service terminal 120 recognizes that the problem splitting part is the information pending part, the customer service voice that is input by the customer service personnel corresponding to the information pending part is collected, and the collected voice is added while collecting the customer service voice. In the session established by the client terminal 110, the client is prompted to hear the customer service voice corresponding to the information pending portion through the client terminal.

In an embodiment, when the customer service terminal 120 recognizes that the problem splitting part is the information fixed part, extracting the number of the fixed part of the information, querying the recording file corresponding to the number of the fixed part of the information, and playing the recording according to the queried recording file, While playing the recording, the recorded recording is added to the session established with the client terminal 110, so that the client can hear the recording corresponding to the fixed portion of the information through the client terminal 110.

In an embodiment, after S310, the following content is further included: obtaining a return visit end instruction; extracting a return visit result input in the page displaying the return visit question according to the return visit end instruction; storing the return visit result corresponding to the return visit volume belonging to the return visit question to generate a return visit record.

During the return visit, the customer service personnel inputs the return visit result in the page of the customer service terminal 120 through the input device, and the returned return visit result corresponds to the return visit question. At the end of the return visit, the customer service personnel clicks the return visit end button set in the page through the input device to trigger the return visit end instruction. The customer service terminal 120 obtains a return visit end instruction, and extracts the return visit result input in the page according to the return visit end instruction. The customer service terminal 120 queries the return access volume to which the return visit question belongs, and stores the retrieved return visit result corresponding to the queried return access volume to generate a return visit record corresponding to the access volume. The return visit result may also be stored in correspondence with the identifier of the client terminal 110 to generate a return visit record of the client.

In this embodiment, when the voice play instruction of the returned callback problem is detected, the corresponding number of the problem splitting part in the return visit question is extracted, and the question splitting part includes the information pending part and the information fixed part, and the return question is identified according to the number. The problem splitting part, according to the identified problem, splitting part of the playing voice; wherein, when the identified problem splitting part is the information fixed part, the recording file corresponding to the fixed part of the query information is played, and the voice is played according to the queried recording file. And the played voice is added to the voice path established with the client terminal. The fixed part of the information in the return visit question is replaced by the recording, which reduces the part of the return visit problem that needs to be manually broadcasted, and greatly improves the accuracy of the broadcast of the return visit question.

As shown in FIG. 4, in a real-time example, S302 further includes a step of splitting the return visit problem, and the step specifically includes the following content:

S402. Acquire a problem splitting instruction corresponding to the return visit question.

The customer service personnel input the problem splitting instruction through the customer service terminal 120, and the problem splitting instruction is used to split the returning question into the information pending part and the information fixed part, and the problem splitting instruction includes the problem splitting information, and the problem splitting information may specifically include The starting and ending position of the return visit question identifier, the information pending part, and the information fixed part in the return visit question.

S404, according to the problem split instruction, split the return visit question into the information pending part and the information fixed part, and number the information pending part and the information fixed part in the order of appearance of the returning question, and the number of the information pending part and the information fixed part Corresponds to the return visit question for storage.

After obtaining the problem splitting instruction corresponding to the return visit question, the customer service terminal 120 splits the return visit question into the information pending part and the information fixed part according to the split information in the question splitting instruction, and returns to the information according to the information pending part and the information fixed part. The order in which the questions appear is numbered, and the number can be included in the number. The number of the information to be determined part and the fixed part of the information is stored corresponding to the return visit question, and may be the title identifier of the return visit question, and the number of the fixed part of the information pending part is stored corresponding to the title identifier of the return visit question.

S406: The voice of the fixed part of the recorded information is obtained by recording the file, and the recorded file is stored corresponding to the number of the fixed part of the information.

After splitting the return visit question into the information pending portion and the information fixed portion, the customer service terminal 120 collects the voice of the fixed portion of the information, and records the collected voice into a recording file, and stores the recorded recording file corresponding to the number of the fixed portion of the information. .

In one embodiment, server 130 specifically includes a remote storage server and a local cache server. The customer service personnel input the customer service personnel account in the customer service terminal 120, and the customer service personnel input the voice of the fixed portion of the information through the input device. The customer service terminal 120 records the voice of the fixed portion of the input information to generate a recording file, obtains the number of the fixed part of the information and the account number of the customer service, and uploads the number of the recorded file, the fixed part of the information, and the customer service personnel account to the remote storage server. The remote storage server identifies the area corresponding to the customer service personnel account, queries the local cache server corresponding to the area, and periodically sends the recording file corresponding to the customer service personnel account to the local cache server that is queried. The customer service terminal 120 queries the recording file in the local cache server.

In this embodiment, the information pending portion and the information fixed portion are obtained by splitting the return visit question, and the information pending portion and the information fixed portion are numbered in the order of appearance of the return visit question, thereby ensuring the correct order of the information pending portion and the information fixed portion. The voice of the fixed part of the recorded information is recorded, and the recorded file is stored corresponding to the number of the fixed part of the information. The recording in the recorded file can be used instead of the manually played content, which reduces the broadcast error during the manual and provides the return broadcast problem. Accurate process and efficiency.

As shown in FIG. 5, in an embodiment, S302 further includes a step of displaying a return visit question, the step specifically including the following:

S502. Extract the problem split information of the return visit question.

The customer service terminal 120 generates the split information by the problem when splitting the return visit problem, and the problem split information includes the start position information corresponding to the information pending portion and the information fixed portion of the return visit question, the problem split information and the return visit question The identifier corresponds to the storage. The problem split information may be stored in the customer service terminal 120 or in the server 130. The customer service terminal 120 obtains the identifier of the return visit question, and queries the problem split information corresponding to the identifier of the return visit question in the stored question split information.

S504. Determine an information to be determined part and a fixed part of the information of the return visit question according to the problem split information.

After extracting the problem split information, the customer service terminal 120 parses the problem split information to obtain the start position information corresponding to each of the information pending portion and the information fixed portion, and determines the information pending portion and information in the return visit question according to the start position information. Fixed part. The starting position information may specifically be the number of rows and characters of the treasure house, and may be information of the first few characters of the first few lines to the first few characters of the first few lines.

S506. Display the difference between the information pending portion and the information fixed portion.

After determining the information pending portion and the information fixed portion in the return visit question, the customer service terminal 120 displays the information pending portion and the information fixed portion separately. The customer service terminal 120 may specifically display any one of the information pending part highlighting, adding brackets, adding a background color, adding an underline, bolding or italic, and displaying the specific part of the information and the fixed part of the information. The customer service terminal 120 can also display any one of the fixed portion of the information highlighting, adding the background color, adding the brackets, adding the underline, bold or italic, and displaying the information fixed portion and the information pending portion separately.

In this embodiment, after determining the information to be determined part and the information fixed part in the return visit question, the information pending part is displayed separately from the information fixed part, and the difference is displayed, so that the customer service personnel understand the structure of the return visit question and determine the time of inputting the customer service voice. Point, the seamless connection between the customer service voice and the fixed part of the information is determined.

As shown in FIG. 6, in an embodiment, S308 specifically includes the step of querying a recording file, and the step specifically includes the following:

S602. Obtain a number of the registered customer service personnel account and the fixed part of the information.

S604. Generate a file query request according to the customer service account number and the information fixed part number, and send the file query request to the server.

The customer service personnel log in to the customer service terminal 120 to have a customer service personnel account. The customer service terminal 120 obtains the number of the registered customer service personnel account and the fixed portion of the information, generates a file query request according to the number of the registered customer service personnel account and the information fixed portion, and sends the file query request to the server 130. The file query request is used to query the recording file, and the recording file is stored in the server 130 corresponding to the registered customer service account number and the fixed number of the information. The number of the fixed part of the information specifically includes the identification of the returning file, the number of the returning question, and the fixed part number of the information.

S606. The receiving server queries the recorded file according to the number of the customer service personnel account and the fixed portion of the information in the file query request.

After receiving the file query request sent by the customer service terminal 120, the server 130 parses the file query request, extracts the number of the customer service personnel account and the fixed part of the information in the file query request, and first queries the recording file corresponding to the customer service personnel account. The recording file corresponding to the fixed part of the information is queried in the recording file corresponding to the customer service personnel account. The server 130 sends the queried recording file to the customer service terminal 120. The customer service terminal 120 receives the recorded file returned by the server.

In this embodiment, because different customer service voices are different, when the recording file is queried, the recording file corresponding to the customer service personnel account is queried, and when the return visit question is played, the sound in the recording file is consistent with the voice in the collected voice. The recording file is queried according to the number of the fixed part of the information, which improves the query accuracy and query efficiency of the recorded file.

As shown in FIG. 7, in an embodiment, a processing device 700 for returning voice information is provided. The device specifically includes: a problem obtaining module 702, an instruction detecting module 704, a number extracting module 706, a question identifying module 708, and a voice playing. Module 710.

The problem obtaining module 702 is configured to obtain a return visit question.

The instruction detection module 704 is configured to detect a voice play instruction of the return visit question.

The number extraction module 706 is configured to extract, when the voice play instruction of the return visit question is detected, a number corresponding to each of the problem splitting parts in the return visit question; the question splitting part includes the information pending part and the information fixed part.

The problem identification module 708 identifies the problem splitting portion in the return visit question according to the number.

The voice playing module 710 is configured to split the partial playing voice according to the recognized problem; wherein, when the problem splitting part is identified as the information fixed part, the recording file corresponding to the fixed part of the information is queried, and the voice is played according to the queried recording file. And the played voice is added to the voice path established with the client terminal.

As shown in FIG. 8 , in one embodiment, the processing device 700 for returning voice information specifically includes: an instruction acquiring module 712 , a question splitting module 714 , a voice recording module 716 , an ending instruction acquiring module 718 , and a returning result extracting module 720 . And returning to the record generation module 722.

The instruction obtaining module 712 is configured to obtain a problem splitting instruction corresponding to the return visit question.

The problem splitting module 714 is configured to split the return visit question into the information pending part and the information fixed part according to the problem splitting instruction, and number the information pending part and the information fixed part in the order of appearance of the returning question, and the information to be determined part The number of the fixed part of the information corresponds to the return visit question for storage.

The voice recording module 716 is configured to record the voice of the fixed portion of the information to obtain a sound recording file, and store the sound recording file corresponding to the number of the fixed portion of the information.

The end instruction acquisition module 718 is configured to obtain a return visit end instruction.

The return visit result extraction module 720 is configured to extract a return visit result input in the page displaying the return visit question according to the return visit end instruction.

The return visit record generating module 722 is configured to store the return visit result corresponding to the return access volume to which the return visit question belongs to generate a return visit record.

As shown in FIG. 9, in one embodiment, the processing device 700 for returning voice information specifically includes an information extraction module 724, a partial determination module 726, and a difference display module 728.

The information extraction module 724 is configured to extract problem split information of the return visit question.

The part determining module 726 is configured to determine an information pending part and an information fixed part of the return visit question according to the question splitting information.

The difference display module 728 is configured to display the information pending portion and the information fixed portion separately.

As shown in FIG. 10, in an embodiment, the voice playing module 710 specifically includes: a number obtaining module 710a, a request generating module 710b, and a file receiving module 710c.

The number obtaining module 710a is configured to obtain the number of the registered customer service personnel account and the fixed portion of the information.

The request generating module 710b is configured to generate a file query request according to the number of the customer service account and the fixed portion of the information, and send the file query request to the server.

The file receiving module 710c is configured to receive a recording file that is searched by the server according to the number of the customer service personnel account and the fixed portion of the information in the file query request.

Each of the above-described modules of the processing device for returning voice information may be implemented in whole or in part by software, hardware, and a combination thereof. The network interface may be an Ethernet or a wireless network card. Each of the above modules may be embedded in a hardware form or independent of a processor in the server, or may be stored in a memory of the server in a software form, so that the processor calls to perform operations corresponding to the above modules. The processor can be a central processing unit (CPU), a microprocessor, a microcontroller, or the like.

One of ordinary skill in the art can understand that all or part of the process of implementing the foregoing embodiments can be completed by a computer program to instruct related hardware, and the program can be stored in a computer readable storage medium. When executed, the flow of an embodiment of the methods as described above may be included. The storage medium may be a magnetic disk, an optical disk, or a read-only storage memory (Read-Only) Memory, ROM) or Random Access Memory (RAM).

The above is only the preferred embodiment of the present application, and is not intended to limit the embodiments of the present application. Those skilled in the art can make corresponding modifications or modifications in accordance with the main concepts and spirit of the present application. The scope of protection of the application shall be subject to the scope of protection required by the claims.

Claims

A method for processing a return visit voice information, comprising:

Get a return visit question;

Detecting a voice play instruction of the return visit question;

And when the voice play instruction of the return visit question is detected, extracting a number corresponding to each of the problem splitting parts in the return visit question; the problem splitting part includes an information pending part and an information fixed part;

Identifying a problem splitting portion of the return visit question based on the number; and

Splitting part of the voice according to the identified problem; wherein, when the problem splitting part is identified as the information fixed part, the recording file corresponding to the fixed part of the information is queried, and the voice is played according to the queried recording file, and the played Voice joins the voice path established with the client terminal.
The method according to claim 1, wherein after the obtaining a return visit question, the method further comprises:

Obtaining a problem splitting instruction corresponding to the return visit question;

Dissolving the return visit question into an information pending portion and an information fixed portion according to the problem splitting instruction, and numbering the information pending portion and the information fixed portion in the order of appearance of the return visit question, The information pending portion and the number of the fixed portion of the information are stored corresponding to the return visit question; and

Recording the voice of the fixed portion of the information to obtain a sound recording file, and storing the sound recording file corresponding to the number of the fixed portion of the information.
The method according to claim 1, wherein after the obtaining a return visit question, the method further comprises:

Extracting the problem split information of the return visit question;

Determining, according to the problem split information, the information to be determined portion and the information fixed portion of the return visit question; and

The information pending portion is displayed differently from the information fixed portion.
The method according to claim 1, wherein the querying the recording file corresponding to the fixed portion of the information comprises:

Obtaining the registered customer service personnel account number and the number of the fixed part of the information;

Generating a file query request according to the customer service personnel account number and the number of the fixed portion of the information, and sending the file query request to the server; and

Receiving, by the server, the recording file that is queried according to the customer service personnel account number in the file query request and the number of the fixed portion of the information.
The method according to claim 1, wherein after the adding the added voice to the session established with the client terminal, the method further comprises:

Obtain a return visit end instruction;

Extracting the return visit result input in the page displaying the return visit question according to the return visit end instruction; and

And storing the return visit result corresponding to the return access volume to which the return visit question belongs to generate a return visit record.
A processing device for returning voice information, comprising:

a problem acquisition module for obtaining a return visit question;

An instruction detection module, configured to detect a voice play instruction of the return visit question;

a number extraction module, configured to: when the voice play instruction of the return visit question is detected, extract a number corresponding to each of the problem splitting parts in the return visit question; the problem splitting part includes an information pending part and an information fixed part;

a problem identification module, identifying a problem splitting part in the return visit question according to the number; and

a voice playing module, configured to split a part of the voice according to the recognized problem; wherein, when the problem splitting part is identified as a fixed part of the information, the recording file corresponding to the fixed part of the information is queried, and the sounding file is played according to the queried recording file. Voice, and the played voice is added to the voice path established with the client terminal.
The device according to claim 6, further comprising:

An instruction acquisition module, configured to acquire a problem splitting instruction corresponding to the return visit problem;

a problem splitting module, configured to split the return visit question into an information pending part and an information fixed part according to the problem splitting instruction, and according to the information pending part and the information fixed part in the return visit question The order of occurrence is numbered, and the number of the information pending portion and the fixed portion of the information is stored corresponding to the return visit question; and

The voice recording module is configured to record the voice of the fixed portion of the information to obtain a sound recording file, and store the sound recording file corresponding to the number of the fixed portion of the information.
The device according to claim 6, further comprising:

An information extraction module, configured to extract problem split information of the return visit question;

a part determining module, configured to determine, according to the problem split information, an information to be determined portion and an information fixed portion of the return visit question; and

And a difference display module, configured to display the information pending portion and the information fixed portion separately.
The device according to claim 6, wherein the voice play module comprises:

a number obtaining module, configured to obtain a registered customer service personnel account number and a fixed number of the information;

a request generating module, configured to generate a file query request according to the number of the customer service personnel account and the fixed part of the information, and send the file query request to the server; and

And a file receiving module, configured to receive, by the server, the recording file that is queried according to the number of the customer service personnel account and the fixed part of the information in the file query request.
The device according to claim 6, further comprising:

Ending an instruction acquisition module for obtaining a return visit end instruction;

a return visit result extraction module, configured to extract, according to the return visit end instruction, a return visit result input in the page displaying the return visit question; and

The return record generating module is configured to store the return visit result corresponding to the return access volume to which the return visit question belongs to generate a return visit record.
A terminal comprising a memory and a processor, wherein the memory stores computer executable instructions that, when executed by the processor, cause the processor to perform the following steps:

Get a return visit question;

Detecting a voice play instruction of the return visit question;

And when the voice play instruction of the return visit question is detected, extracting a number corresponding to each of the problem splitting parts in the return visit question; the problem splitting part includes an information pending part and an information fixed part;

Identifying a problem splitting portion of the return visit question based on the number; and

Splitting part of the voice according to the identified problem; wherein, when the problem splitting part is identified as the information fixed part, the recording file corresponding to the fixed part of the information is queried, and the voice is played according to the queried recording file, and the played Voice joins the voice path established with the client terminal.
The terminal according to claim 11, wherein, after said obtaining a return visit question, said computer executable instructions are executed by said processor, such that said processor further performs the following steps:

Obtaining a problem splitting instruction corresponding to the return visit question;

Dissolving the return visit question into an information pending portion and an information fixed portion according to the problem splitting instruction, and numbering the information pending portion and the information fixed portion in the order of appearance of the return visit question, The information pending portion and the number of the fixed portion of the information are stored corresponding to the return visit question; and

Recording the voice of the fixed portion of the information to obtain a sound recording file, and storing the sound recording file corresponding to the number of the fixed portion of the information.
The terminal according to claim 11, wherein, after said obtaining a return visit question, said computer executable instructions are executed by said processor, such that said processor further performs the following steps:

Extracting the problem split information of the return visit question;

Determining, according to the problem split information, the information to be determined portion and the information fixed portion of the return visit question; and

The information pending portion is displayed differently from the information fixed portion.
The terminal according to claim 11, wherein the querying the recording file corresponding to the fixed portion of the information comprises:

Obtaining the registered customer service personnel account number and the number of the fixed part of the information;

Generating a file query request according to the customer service personnel account number and the number of the fixed portion of the information, and sending the file query request to the server; and

Receiving, by the server, the recording file that is queried according to the customer service personnel account number in the file query request and the number of the fixed portion of the information.
The method according to claim 11, wherein after said playing voice is added to a session established with a client terminal, said computer executable instructions are executed by said processor such that said processor further executes The following steps:

Obtain a return visit end instruction;

Extracting the return visit result input in the page displaying the return visit question according to the return visit end instruction; and

And storing the return visit result corresponding to the return access volume to which the return visit question belongs to generate a return visit record.
One or more non-volatile storage media storing computer-executable instructions, when executed by one or more processors, cause the one or more processors to perform the following steps:

Get a return visit question;

Detecting a voice play instruction of the return visit question;

And when the voice play instruction of the return visit question is detected, extracting a number corresponding to each of the problem splitting parts in the return visit question; the problem splitting part includes an information pending part and an information fixed part;

Identifying a problem splitting portion of the return visit question based on the number; and

Splitting part of the voice according to the identified problem; wherein, when the problem splitting part is identified as the information fixed part, the recording file corresponding to the fixed part of the information is queried, and the voice is played according to the queried recording file, and the played Voice joins the voice path established with the client terminal.
The non-volatile storage medium according to claim 16, wherein said one or more processors are caused when said computer-executable instructions are executed by one or more processors after said obtaining a return visit question Also perform the following steps:

Obtaining a problem splitting instruction corresponding to the return visit question;

Dissolving the return visit question into an information pending portion and an information fixed portion according to the problem splitting instruction, and numbering the information pending portion and the information fixed portion in the order of appearance of the return visit question, The information pending portion and the number of the fixed portion of the information are stored corresponding to the return visit question; and

Recording the voice of the fixed portion of the information to obtain a sound recording file, and storing the sound recording file corresponding to the number of the fixed portion of the information.
The non-volatile storage medium according to claim 16, wherein said one or more processors are caused when said computer-executable instructions are executed by one or more processors after said obtaining a return visit question Also perform the following steps:

Extracting the problem split information of the return visit question;

Determining, according to the problem split information, the information to be determined portion and the information fixed portion of the return visit question; and

The information pending portion is displayed differently from the information fixed portion.
The non-volatile storage medium according to claim 16, wherein the querying the recording file corresponding to the fixed portion of the information comprises:

Obtaining the registered customer service personnel account number and the number of the fixed part of the information;

Generating a file query request according to the customer service personnel account number and the number of the fixed portion of the information, and sending the file query request to the server; and

Receiving, by the server, the recording file that is queried according to the customer service personnel account number in the file query request and the number of the fixed portion of the information.
The non-volatile storage medium according to claim 16, wherein, after said playing voice is added to a session established with a client terminal, said computer executable instructions being executed by one or more processors Having the one or more processors further perform the following steps:

Obtain a return visit end instruction;

Extracting the return visit result input in the page displaying the return visit question according to the return visit end instruction; and

And storing the return visit result corresponding to the return access volume to which the return visit question belongs to generate a return visit record.