WO2019184191A1 - 服务提供方法、电子设备及存储介质 - Google Patents

服务提供方法、电子设备及存储介质 Download PDF

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Publication number
WO2019184191A1
WO2019184191A1 PCT/CN2018/099913 CN2018099913W WO2019184191A1 WO 2019184191 A1 WO2019184191 A1 WO 2019184191A1 CN 2018099913 W CN2018099913 W CN 2018099913W WO 2019184191 A1 WO2019184191 A1 WO 2019184191A1
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WO
WIPO (PCT)
Prior art keywords
customer
service
information
funds
order information
Prior art date
Application number
PCT/CN2018/099913
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English (en)
French (fr)
Inventor
张鹏
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平安科技（深圳）有限公司
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Publication of WO2019184191A1 publication Critical patent/WO2019184191A1/zh

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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
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42042—Notifying the called party of information on the calling party
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q50/00—Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism
    • G06Q50/40—Business processes related to the transportation industry
    • 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
    • H04M3/527—Centralised call answering arrangements not requiring operator intervention
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/60—Aspects of automatic or semi-automatic exchanges related to security aspects in telephonic communication systems
    • H04M2203/6045—Identity confirmation
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2250/00—Details of telephonic subscriber devices
    • H04M2250/74—Details of telephonic subscriber devices with voice recognition means

Definitions

  • the present application relates to the field of information technology, and in particular, to a service providing method, an electronic device, and a storage medium.
  • a service providing method comprising:
  • the order information is sent to an associated device, wherein the associated device is configured to provide the service to the customer based on the order information.
  • An electronic device includes a processor and a memory for executing a service provider stored in a memory to implement the service providing method.
  • a non-volatile readable storage medium storing a service provider, the service provider implementing the service providing method when executed by a processor.
  • the electronic device can receive an incoming call request made by the customer through the landline; in response to the incoming call request, confirm the identity information of the customer; output the consulting information, and receive the customer input for the consulting information Voice information; identifying the voice information to confirm the customer's needs; recommending a service that meets the demand to the customer according to the customer's identity information and the customer's needs, and generating a match with the service Order information; the order information is sent to an associated device, wherein the associated device is configured to provide the service to the customer based on the order information. It can be seen that, by using the embodiment of the present application, the electronic device can connect to multiple online platforms.
  • the electronic device When receiving a call request made by the customer through the landline, the electronic device can be recommended to the customer, and the associated device provides the service to the customer.
  • the electronic device In the no-network environment, you can not only make full use of a large number of landline resources, but also allow customers to enjoy online/offline services.
  • FIG. 1 is a flow chart of a preferred embodiment of a service providing method disclosed in the present application.
  • FIG. 2 is a flow chart of a preferred embodiment of another service providing method disclosed in the present application.
  • FIG. 3 is a block diagram of a program of a preferred embodiment of a service provider disclosed in the present application.
  • FIG. 4 is a schematic structural diagram of an electronic device according to a preferred embodiment of the present invention.
  • the electronic device is a device capable of automatically performing numerical calculation and/or information processing according to an instruction set or stored in advance
  • the hardware includes but is not limited to a microprocessor and an application specific integrated circuit (Application Specific Integrated Circuit, ASIC), Field-Programmable Gate Array (FPGA), Digital Signal Processor (DSP), embedded devices, etc.
  • ASIC Application Specific Integrated Circuit
  • FPGA Field-Programmable Gate Array
  • DSP Digital Signal Processor
  • the electronic device includes, but is not limited to, any electronic product that can interact with a user through a keyboard, a mouse, a remote controller, a touch pad, or a voice control device, such as a personal computer, a tablet computer, a smart phone, and a personal digital device.
  • PDA Personal Digital Assistant
  • IPTV Internet Protocol Television
  • FIG. 1 is a flow chart of a preferred embodiment of a service providing method disclosed in the present application.
  • the service providing method is mainly for the user to request the service from the outside world, but in the environment without the network or the non-smart phone, the user can only communicate with the outside world through the landline to seek the service scene.
  • the order of the steps in the flowchart may be changed according to different requirements, and some steps may be omitted.
  • the electronic device receives a call request made by the customer through the landline.
  • an intelligent voice assistant application is installed on the electronic device, and the electronic device can be connected to multiple online service platforms.
  • the electronic device is accessed.
  • the user who is not registered on the official webpage corresponding to the smart voice assistant application can also dial the service hotline and access the electronic device.
  • the telephone hotline builds a unified interactive voice response (IVR) platform based on the self-developed telephone platform, and directly accesses the hotline from the Public Switched Telephone Network (PSTN).
  • Unified IVR uses the FreeSWITCH softswitch telephony platform solution to support the Session Initiation Protocol (SIP) protocol.
  • SIP Session Initiation Protocol
  • IVR is an automatic telephone information service system that uses a fixed voice menu and real-time data from a database to make voice responses and fax responses to telephone callers. It can complete the signaling connection with the switch, process user buttons and make corresponding voice services, and obtain pre-recorded digital or synthesized voice information from the system.
  • IVR is an important part of CTI (Computer Telephony Integration) system. It provides interactive voice navigation and information query functions. It has been widely used in telephone stock entrustment system, telephone banking system, voice service, value card system, call center, In systems such as the Unified Messaging Platform. The use of IVR allows users to enjoy 7X24 hours of information service anytime, anywhere, and join the IVR system in the call center, so that most calls can be automated, which can reduce the burden on agents and handle calls that need to be manually resolved.
  • CTI Computer Telephony Integration
  • PSTN is the telephone network commonly used in our daily life. It is a global voice communication circuit-switched network.
  • the communication cost required for interconnection through PSTN is the lowest, but the data transmission quality and transmission speed are also the worst, and the PSTN network resource utilization. The rate is also relatively low.
  • FreeSWITCH is a softswitch solution for telephones, including a softphone and softswitch to provide product drivers for voice and chat.
  • FreeSWITCH can be used as a switch engine, PBX, multimedia gateway, and multimedia server.
  • SIP is a multimedia communication protocol developed by the Internet Engineering Task Force (IETF). It is a text-based application layer control protocol for creating, modifying, and releasing sessions for one or more participants. It is widely used in networks of CS (Circuit Switched), NGN (Next Generation Network) and IMS (IP Multimedia Subsystem) to support and apply multimedia such as voice, video and data. Business can also be applied to special services such as Presence and Instant Message. It can be said that there is a SIP protocol in the place where there is an IP network.
  • CS Circuit Switched
  • NGN Next Generation Network
  • IMS IP Multimedia Subsystem
  • the method may further include:
  • the registration information may include, but is not limited to, the customer's name, address, contact information (mobile number, landline number), interest habits, personalized service requirements, registered account, and transaction password.
  • the official webpage corresponding to the smart voice assistant application can be opened on any client (such as mobile phone, computer, IPAD).
  • the electronic device confirms the identity information of the client in response to the incoming call request.
  • the base number corresponding to the incoming call request may be identified according to the incoming call request. And determining, according to the landline number, whether the customer has previously registered on the official webpage corresponding to the smart voice assistant application, and if pre-registered, the corresponding information of the customer, such as the customer's personal preferences, address, and registered capital account, may be obtained. Remaining balance, etc. Alternatively, you can check the database for the presence of the customer's registration information for confirmation.
  • the confirming the identity information of the client includes:
  • the registration information of the customer exists in the database, obtain the historical order number of the customer; if the historical order number is greater than or equal to the preset number threshold, determine that the identity information of the customer is an old customer;
  • the registration information of the customer exists in the database, and the number of times the order of the customer is less than the preset number of times threshold, or the registration information of the customer does not exist in the database, determining that the identity information of the customer is new customer.
  • more registration information may be obtained in the customer's personal profile, and then the customer may be provided with a targeted service according to the registration information. If the customer is a new customer, the customer can be served according to a preset procedure.
  • the electronic device outputs the consultation information, and receives the voice information input by the customer for the consultation information.
  • the electronic device can automatically query the client through the intelligent voice assistant application, and output consulting information, such as “Which service do you need?”, the customer can use voice mode. Enter voice messages, such as: "I want to order a takeaway", "I want to mail a courier” and so on.
  • the voice information input by the client is input at the prompt of the smart voice assistant application of the electronic device.
  • the intelligent voice assistant application can conduct a dialogue with the client multiple times, and receive voice information input by the customer multiple times.
  • the electronic device identifies the voice information to confirm the needs of the client.
  • the voice recognition technology of Keda Xunfei can be used to identify the customer's voice into words, and python-based machine learning to understand the customer's intention, and then confirm the customer's needs.
  • semantic recognition is the conversion of text into a fixed customer intent, here using JAVA-based natural language processing (NLP).
  • Java Natural Language Processing LingPipeLingPipe is a Java open source toolkit for natural language processing.
  • ASR Auto Speech Recognize
  • Speech recognition technology mainly includes three aspects: feature extraction technology, pattern matching criterion and model training technology. Among them, based on machine learning, using the training model of Wide & Deep Learning proposed by Google in 2016 to analyze and understand customer needs.
  • the electronic device adopts a voice recognition technology, and after the customer voice is recognized as a text, the keyword can be extracted from the text, and further, the keyword is input into the training model obtained in advance to obtain an output, that is, the client's demand.
  • the customer inputs the voice information by voice to “I want to order a takeaway”, the electronic device recognizes the voice information, recognizes the voice information as a text, and extracts the keyword “takeaway”, further
  • the keyword “takeaway” is input into the training model obtained in advance, and the "order” is output, and the customer's demand can be confirmed as the customer wants to buy something to eat online.
  • the customer inputs the voice information by voice as “I want to mail a courier”, the electronic device recognizes the voice information, recognizes the voice information as a text, and extracts the keyword “mailing”.
  • the keyword “mailing” "courier” is input into the pre-learned training model, and the "mailing item” is output, and the customer's demand can be confirmed as the customer wants to send the item through the courier company.
  • the smart voice assistant application can reduce the prompt, and confirm the customer's demand according to the customer's historical order habit, so that the customer's time can be reduced and the service can be improved. Quality; if the customer is a new customer, the smart voice assistant application can prompt the customer to input voice information step by step according to normal prompt rules to confirm the customer's needs.
  • the normal prompt rule is to consult the voice information input by the customer step by step to finally confirm the customer's demand, for example, for the point takeaway service, for the new customer, the normal prompt rule is: "Excuse me What service do you need?", "Do you have a favorite restaurant?", "Do you have a favorite dish?”, "Do you have special requirements?
  • the electronic device recommends, according to the identity information of the client and the needs of the client, a service that meets the requirement to the client.
  • the service may include, but is not limited to, a takeaway delivery, a parcel post, an errand service, a housekeeping service, an insurance consulting service, and the like.
  • the personal preference of the customer may be obtained from the registration information of the customer on the official webpage corresponding to the smart voice assistant application according to the identity information of the client, and further, according to the obtained personal of the client.
  • the customer prefers a hot and sour taste dish.
  • the smart voice assistant application can recommend Sichuan food or Hunan food to the customer for the customer to choose.
  • the electronic device according to the identity information of the client and the needs of the client, recommending, to the client, the service that meets the requirement includes:
  • Sorting according to the personal preference of the customer, a plurality of services that meet the personal preference from the merchant;
  • the plurality of services are comprehensively ranked, and the services provided by the top ranked merchants are determined as services that meet the needs of the customers.
  • the search may be performed from a plurality of online platforms, the platform that meets the needs of the customer is selected, and further, according to the identity of the customer, the The customer's personal preferences, such as the customer's preference for the hot and sour taste, can be selected from the multiple platforms that meet the customer's needs, and the multiple offers provided by the multiple merchants that meet the personal preferences, and further, comprehensive comparison
  • the plurality of takeaway services are ranked, and the takeaway service provided by the top ranked merchants can be determined as a service that meets the needs of the customer.
  • the service provided by the merchant that meets the personal preference of the customer and ranks high and is located near the address of the customer may be determined to be in accordance with the customer. The needs of the service.
  • the electronic device generates order information that matches the service.
  • the generating, by the electronic device, the order information that matches the service includes:
  • the order information matching the service is generated.
  • the customer may generate a confirmation instruction by means of voice input, or the customer may generate a confirmation instruction by pressing a confirmation button on the base unit.
  • the electronic device sends the order information to an associated device.
  • the associated device is configured to provide the service to the client according to the order information.
  • the electronic device can generate the order information and send the order information to the associated device, wherein the associated device can be a device corresponding to an online platform capable of providing the service.
  • the service can be provided to the customer, so that the customer can enjoy the online/offline service in an environment without a network or without a smart phone.
  • the associated device is a device capable of automatically performing numerical calculation and/or information processing according to an instruction set or stored in advance, and the hardware includes but not limited to a microprocessor and an application specific integrated circuit (Application Specific Integrated Circuit, ASIC), Field-Programmable Gate Array (FPGA), Digital Signal Processor (DSP), embedded devices, etc.
  • ASIC Application Specific Integrated Circuit
  • FPGA Field-Programmable Gate Array
  • DSP Digital Signal Processor
  • the associated device includes, but is not limited to, any electronic product that can interact with a user through a keyboard, a mouse, a remote controller, a touch pad, or a voice control device, such as a personal computer, a tablet computer, a smart phone, and a personal digital device.
  • PDA Personal Digital Assistant
  • IPTV Internet Protocol Television
  • the method may further include the following steps:
  • the customer when the customer confirms the service recommended by the smart voice assistant application, the customer needs to pay a certain amount of funds.
  • the smart voice assistant application has an automatic payment function, and the automatic payment function needs to be recharged when the customer registers in advance on the official webpage corresponding to the smart voice assistant application. The recharged funds are used for subsequent payment when the customer needs the service.
  • the electronic device may Generate order information that matches the service.
  • the electronic device does not generate and The service matches the order information.
  • the prompt information is output, and the prompt information is used to prompt the customer that the remaining funds of the registered fund account are insufficient, and the payment cannot be completed.
  • the method may further include the following steps:
  • the preferential services enjoyed by the old customers/new customers may include, but are not limited to, fund discounts, service offers, resource offers, VIP offers, and the like.
  • fund discounts such as the order to reduce X yuan
  • service offers such as giving other services of the same type, if you order, you can give snacks and drinks, etc.
  • resource offers such as providing high-quality resources for the customer, such as the distribution of service attitude Good courier
  • VIP offers such as the customer has additional personalized requirements, such as stir-fry vegetables and peppers.
  • the third fund actually required to be paid by the service is the second fund required for the service minus the fund discount enjoyed by the old customer/new customer. If the second remaining funds are greater than or equal to the third funds, indicating that the funds of the registered account of the customer on the smart voice assistant application are sufficient to pay for the service required by the current time, the electronic device may generate and The service matches the order information.
  • the electronic device may receive an incoming call request made by the customer through the landline; confirm the identity information of the customer in response to the incoming call request; output the consulting information, and receive the consulting information for the customer Entering voice information; identifying the voice information to confirm the customer's needs; recommending, according to the customer's identity information and the customer's needs, a service that meets the demand, and generating the service Matching order information; transmitting the order information to an associated device, wherein the associated device is configured to provide the service to the customer according to the order information. It can be seen that, by using the embodiment of the present application, the electronic device can connect to multiple online platforms.
  • the electronic device When receiving a call request made by the customer through the landline, the electronic device can be recommended to the customer, and the associated device provides the service to the customer.
  • the electronic device In the no-network environment, you can not only make full use of a large number of landline resources, but also allow customers to enjoy online/offline services.
  • FIG. 2 is a flowchart of a preferred embodiment of another service providing method disclosed in the present application.
  • the order of the steps in the flowchart may be changed according to different requirements, and some steps may be omitted.
  • the electronic device receives a call request made by the customer through the landline.
  • an intelligent voice assistant application is installed on the electronic device, and the electronic device can be connected to multiple online service platforms.
  • the electronic device is accessed.
  • the user who is not registered on the official webpage corresponding to the smart voice assistant application can also dial the service hotline and access the electronic device.
  • the telephone hotline builds a unified interactive voice response (IVR) platform based on the self-developed telephone platform, and directly accesses the hotline from the Public Switched Telephone Network (PSTN).
  • Unified IVR uses the FreeSWITCH softswitch telephony platform solution to support the Session Initiation Protocol (SIP) protocol.
  • SIP Session Initiation Protocol
  • IVR is an automatic telephone information service system that uses a fixed voice menu and real-time data from a database to make voice responses and fax responses to telephone callers. It can complete the signaling connection with the switch, process user buttons and make corresponding voice services, and obtain pre-recorded digital or synthesized voice information from the system.
  • IVR is an important part of CTI (Computer Telephony Integration) system. It provides interactive voice navigation and information query functions. It has been widely used in telephone stock entrustment system, telephone banking system, voice service, value card system, call center, In systems such as the Unified Messaging Platform. The use of IVR allows users to enjoy 7X24 hours of information service anytime, anywhere, and join the IVR system in the call center, so that most calls can be automated, which can reduce the burden on agents and handle calls that need to be manually resolved.
  • CTI Computer Telephony Integration
  • PSTN is the telephone network commonly used in our daily life. It is a global voice communication circuit-switched network.
  • the communication cost required for interconnection through PSTN is the lowest, but the data transmission quality and transmission speed are also the worst, and the PSTN network resource utilization. The rate is also relatively low.
  • FreeSWITCH is a softswitch solution for telephones, including a softphone and softswitch to provide product drivers for voice and chat.
  • FreeSWITCH can be used as a switch engine, PBX, multimedia gateway, and multimedia server.
  • SIP is a multimedia communication protocol developed by the Internet Engineering Task Force (IETF). It is a text-based application layer control protocol for creating, modifying, and releasing sessions for one or more participants. It is widely used in networks of CS (Circuit Switched), NGN (Next Generation Network) and IMS (IP Multimedia Subsystem) to support and apply multimedia such as voice, video and data. Business can also be applied to special services such as Presence and Instant Message. It can be said that there is a SIP protocol in the place where there is an IP network.
  • CS Circuit Switched
  • NGN Next Generation Network
  • IMS IP Multimedia Subsystem
  • the electronic device confirms the identity information of the client in response to the incoming call request.
  • the base number corresponding to the incoming call request may be identified according to the incoming call request. And determining, according to the landline number, whether the customer has previously registered on the official webpage corresponding to the smart voice assistant application, and if pre-registered, the corresponding information of the customer, such as the customer's personal preferences, address, and registered capital account, may be obtained. Remaining balance, etc. Alternatively, you can check the database for the presence of the customer's registration information for confirmation.
  • the confirming the identity information of the client includes:
  • the registration information of the customer exists in the database, obtain the historical order number of the customer; if the historical order number is greater than or equal to the preset number threshold, determine that the identity information of the customer is an old customer;
  • the registration information of the customer exists in the database, and the number of times the order of the customer is less than the preset number of times threshold, or the registration information of the customer does not exist in the database, determining that the identity information of the customer is new customer.
  • the electronic device outputs the consultation information, and receives the voice information input by the customer for the consultation information.
  • the electronic device can automatically query the client through the intelligent voice assistant application, and output consulting information, such as “Which service do you need?”, the customer can use voice mode. Enter voice messages, such as: "I want to order a takeaway", "I want to mail a courier” and so on.
  • the voice information input by the client is input at the prompt of the smart voice assistant application of the electronic device.
  • the intelligent voice assistant application can conduct a dialogue with the client multiple times, and receive voice information input by the customer multiple times.
  • the electronic device identifies the voice information to confirm the needs of the client.
  • the voice recognition technology of Keda Xunfei can be used to identify the customer's voice into words, and python-based machine learning to understand the customer's intention, and then confirm the customer's needs.
  • semantic recognition is the conversion of text into a fixed customer intent, here using JAVA-based natural language processing (NLP).
  • Java Natural Language Processing LingPipeLingPipe is a Java open source toolkit for natural language processing.
  • ASR Auto Speech Recognize
  • Speech recognition technology mainly includes three aspects: feature extraction technology, pattern matching criterion and model training technology. Among them, based on machine learning, using the training model of Wide & Deep Learning proposed by Google in 2016 to analyze and understand customer needs.
  • the customer can input the voice information by voice into "I want to order a takeaway", and the electronic device analyzes and identifies the voice information, and can confirm that the customer's demand is online. order.
  • the smart voice assistant application can reduce the prompt, and confirm the customer's demand according to the customer's historical order habit, so that the customer's time can be reduced and the service can be improved. Quality; if the customer is a new customer, the smart voice assistant application can prompt the customer to input voice information step by step according to normal prompt rules to confirm the customer's needs.
  • the normal prompt rule is to consult the voice information input by the customer step by step to finally confirm the customer's demand, for example, for the point takeaway service, for the new customer, the normal prompt rule is: "Excuse me What service do you need?”, "Do you have a favorite restaurant?”, “Do you have a favorite dish?”, "Do you have special requirements?
  • the electronic device recommends, according to the identity information of the client and the needs of the client, a service that meets the requirement to the client.
  • the service may include, but is not limited to, a takeaway delivery, a parcel post, an errand service, a housekeeping service, an insurance consulting service, and the like.
  • the personal preference of the customer may be obtained from the registration information of the customer on the official webpage corresponding to the smart voice assistant application according to the identity information of the client, and further, according to the obtained personal of the client.
  • the customer prefers a hot and sour taste dish.
  • the smart voice assistant application can recommend Sichuan food or Hunan food to the customer for the customer to choose.
  • the electronic device When receiving the confirmation instruction input by the customer for the recommended service, the electronic device generates order information that matches the service.
  • the customer may generate a confirmation instruction by means of voice input, or the customer may generate a confirmation instruction by pressing a confirmation button on the base unit.
  • the electronic device can generate the order information.
  • the order information may include, but is not limited to, a service required by the customer, a fund actually required to be paid by the service, a merchant providing the service, and the like.
  • the electronic device sends the order information to an associated device.
  • the associated device is configured to provide the service to the client according to the order information.
  • the associated device may be a device corresponding to an online platform capable of providing the service. After the associated device receives the order information, the service can be provided to the customer, so that the customer can enjoy the online/offline service in an environment without a network or without a smart phone.
  • the associated device is a device capable of automatically performing numerical calculation and/or information processing according to an instruction set or stored in advance, and the hardware includes but not limited to a microprocessor and an application specific integrated circuit (Application Specific Integrated Circuit, ASIC), Field-Programmable Gate Array (FPGA), Digital Signal Processor (DSP), embedded devices, etc.
  • ASIC Application Specific Integrated Circuit
  • FPGA Field-Programmable Gate Array
  • DSP Digital Signal Processor
  • the associated device includes, but is not limited to, any electronic product that can interact with a user through a keyboard, a mouse, a remote controller, a touch pad, or a voice control device, such as a personal computer, a tablet computer, a smart phone, and a personal digital device.
  • PDA Personal Digital Assistant
  • IPTV Internet Protocol Television
  • the electronic device deducts the funds displayed in the order information in the registered capital account of the customer.
  • the electronic device deducts the funds displayed in the order information in the registered capital account of the customer, and the deducted funds are not paid to the merchant corresponding to the associated device, and after the merchant provides the service required by the customer, The deducted funds can be paid, and the electronic device acts as a third party. In this way, the customer can ensure that the customer has sufficient funds to pay the merchant, and at the same time, the merchant can provide the real and effective service to the customer and avoid the customer's property. loss.
  • the electronic device transfers the funds displayed in the order information to the Associate devices.
  • the client may sign the service, and the associated device sends a signing instruction to the electronic device, and the electronic device may send the message to the associated device.
  • the actual funds required for the service have been completed. At this point, the entire transaction is completed, which ensures that the customer enjoys the services provided by the associated equipment, and at the same time, the funds of the associated equipment are also guaranteed.
  • the electronic device after the electronic device recommends the service that meets the requirement to the client according to the identity information of the client and the needs of the client, when receiving the client for the recommendation, when receiving the client for the recommendation,
  • the electronic device may generate order information that matches the service and send the order information to the associated device. Further, the electronic device deducts the funds displayed in the order information in the registered capital account of the customer, and the customer enjoys the service provided by the associated device, and receives the sending by the associated device.
  • the electronic device transfers the funds displayed in the order information to the associated device.
  • the electronic device can not only recommend the service that meets the demand to the customer, but also ensure that the customer enjoys the service provided by the associated device, while avoiding the loss of the property of the customer and ensuring the funds of the associated device are in place.
  • FIG. 3 is a block diagram of a program of a preferred embodiment of a service provider disclosed in the present application.
  • the service provider described in FIG. 3 is used to perform some or all of the steps in the service providing method described in FIG. 1 or 2.
  • a unit referred to in this application refers to a series of computer readable instruction segments that are executable by a processor and capable of performing a fixed function, which are stored in a memory. In the present embodiment, the functions of the respective units will be described in detail in the subsequent embodiments.
  • the service provider 11 depicted in FIG. 3 includes:
  • the receiving unit 101 is configured to receive a call request that is sent by the customer through the landline;
  • the confirming unit 102 is configured to confirm the identity information of the client in response to the incoming call request;
  • An output unit 103 configured to output consulting information
  • the receiving unit 101 is further configured to receive voice information input by the client for the consulting information
  • the identifying unit 104 is configured to identify the voice information to confirm the needs of the client;
  • the recommendation unit 105 is configured to recommend, according to the identity information of the client and the needs of the client, a service that meets the requirement to the client.
  • the confirmation unit 102 confirms that the identity information of the client includes:
  • the registration information of the customer exists in the database, obtain the historical order number of the customer; if the historical order number is greater than or equal to the preset number threshold, determine that the identity information of the customer is an old customer;
  • the registration information of the customer exists in the database, and the number of times the order of the customer is less than the preset number of times threshold, or the registration information of the customer does not exist in the database, determining that the identity information of the customer is new customer.
  • the service provider 11 described in FIG. 3 may further include:
  • a generating unit 106 configured to generate order information that matches the service
  • the sending unit 107 is configured to send the order information to an associated device, where the associated device is configured to provide the service to the client according to the order information.
  • the generating unit 106 generates the order information that matches the service, including:
  • the order information matching the service is generated.
  • the service provider 11 described in FIG. 3 may further include:
  • a first confirmation unit configured to confirm the first funds required for the service
  • a first query unit configured to query, according to the identity information of the client, the first remaining funds in the registered capital account of the client;
  • the generating unit is specifically configured to generate order information that matches the service if the first remaining funds are greater than or equal to the first funds.
  • the service provider 11 described in FIG. 3 may further include:
  • a second confirmation unit configured to confirm a second fund required for the service
  • a second query unit configured to query, according to the identity information of the client, a second remaining fund in the registered capital account of the client;
  • An obtaining unit configured to obtain a pre-defined preferential information that matches the identity information of the customer
  • the second confirming unit is further configured to determine, according to the preferential information and the second funds required by the service, a third fund that the service actually needs to pay;
  • the generating unit is specifically configured to generate order information that matches the service if the second remaining funds are greater than or equal to the third funds.
  • the service provider described in FIG. 3 may further include:
  • a deduction unit for deducting the funds displayed in the order information in the registered capital account of the customer.
  • the service provider 11 described in FIG. 3 may further include:
  • a transfer unit configured to transfer, when the customer enjoys the service provided by the associated device, and receive a customer sign-off instruction sent by the associated device, transfer the funds displayed in the order information to the Associate the device.
  • an incoming call request made by the customer through the landline may be received; in response to the incoming call request, the identity information of the customer is confirmed; the consulting information is output, and the consulting information is received by the customer.
  • the electronic device When receiving a call request made by the customer through the landline, the electronic device can be recommended to the customer, and the associated device provides the service to the customer.
  • the electronic device In the no-network environment, you can not only make full use of a large number of landline resources, but also allow customers to enjoy online/offline services.
  • the above-described integrated unit implemented in the form of a software function module can be stored in a non-volatile readable storage medium.
  • the non-volatile readable storage medium can store computer readable instructions that, when executed by a processor, can implement the steps of the various method embodiments described above.
  • the computer readable instructions comprise computer readable instruction code, which may be in the form of source code, an object code form, an executable file or some intermediate form or the like.
  • the non-volatile readable storage medium may include any entity or program capable of carrying the computer readable instruction code, a recording medium, a USB flash drive, a removable hard disk, a magnetic disk, an optical disk, a computer memory, a read only memory (ROM) , Read-Only Memory), Random Access Memory (RAM), electrical carrier signals, telecommunications signals, and software distribution media. It should be noted that the content contained in the non-volatile readable storage medium may be appropriately increased or decreased according to the requirements of legislation and patent practice in a jurisdiction, for example, in some jurisdictions, according to legislation and patent practice, The non-volatile readable medium does not include an electrical carrier signal and a telecommunications signal.
  • FIG. 4 is a schematic structural diagram of an electronic device according to a preferred embodiment of the present invention.
  • the electronic device 1 includes a memory 12 and a processor 13. It can be understood by those skilled in the art that the schematic diagram shown in FIG. 4 is only an example of the electronic device 1, does not constitute a limitation on the electronic device 1, may include more or less components than illustrated, or may combine some Components, or different components, such as the electronic device 1 may also include input and output devices, network access devices, buses, and the like.
  • the electronic device 1 further includes, but is not limited to, any electronic product that can interact with a user through a keyboard, a mouse, a remote controller, a touch panel, or a voice control device, for example, a personal computer, a tablet computer, a smart phone, Personal Digital Assistant (PDA), game consoles, Internet Protocol Television (IPTV), smart wearable devices, etc.
  • the network in which the electronic device 1 is located includes, but is not limited to, the Internet, a wide area network, a metropolitan area network, a local area network, a virtual private network (VPN), and the like.
  • VPN virtual private network
  • the memory 12 optionally includes one or more non-volatile readable storage media for storing a program of the service providing method and various data, and implementing the program or data at high speed and automatically during operation. Access.
  • the memory 12 optionally includes a high speed random access memory, and optionally also a non-volatile memory, such as one or more magnetic disk storage devices, flash memory devices, or other non-volatile solid state memory devices.
  • the processor 13 is also referred to as a central processing unit (CPU). It is a very large-scale integrated circuit and is a computing core (Core) and a control unit of the electronic device 1.
  • the processor 13 can execute an operating system of the electronic device 1 and various types of installed applications, program codes, and the like, such as the service provider 11.
  • the memory 12 in the electronic device 1 stores a plurality of instructions to implement a service providing method
  • the processor 13 may execute the plurality of instructions to implement:
  • the order information is sent to an associated device, wherein the associated device is configured to provide the service to the customer based on the order information.
  • the generating the order information that matches the service includes:
  • the order information matching the service is generated.
  • the processor 13 may execute the multiple instructions to implement:
  • the processor 13 may execute the multiple instructions to implement:
  • the confirming the identity information of the client includes:
  • the registration information of the customer exists in the database, obtain the historical order number of the customer; if the historical order number is greater than or equal to the preset number threshold, determine that the identity information of the customer is an old customer;
  • the registration information of the customer exists in the database, and the number of times the order of the customer is less than the preset number of times threshold, or the registration information of the customer does not exist in the database, determining that the identity information of the customer is new customer.
  • processor 13 may execute the multiple instructions to implement:
  • the funds displayed in the order information are deducted from the registered capital account of the customer.
  • processor 13 may execute the multiple instructions to implement:
  • the funds displayed in the order information are actual funds obtained by the associated device after the service is provided by the associated device.
  • the electronic device may receive an incoming call request made by the customer through the landline; confirm the identity information of the customer in response to the incoming call request; output the consulting information, and receive the consulting information for the customer Entering voice information; identifying the voice information to confirm the customer's needs; recommending, according to the customer's identity information and the customer's needs, a service that meets the demand, and generating the service Matching order information; transmitting the order information to an associated device, wherein the associated device is configured to provide the service to the customer according to the order information.
  • the electronic device can connect to multiple online platforms.
  • the electronic device When receiving a call request made by the customer through the landline, the electronic device can be recommended to the customer, and the associated device provides the service to the customer.
  • the electronic device In the no-network environment, you can not only make full use of a large number of landline resources, but also allow customers to enjoy online/offline services.
  • modules described as separate components may or may not be physically separated, and the components displayed as modules may or may not be physical units, that is, may be located in one place, or may be distributed to multiple network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of the embodiment.
  • each functional module in each embodiment of the present application may be integrated into one processing unit, or each unit may exist physically separately, or two or more units may be integrated into one unit.
  • the above integrated unit can be implemented in the form of hardware or in the form of hardware plus software function modules.

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Abstract

一种服务提供方法，所述方法包括：接收客户通过座机拨打的来电请求；响应所述来电请求，确认所述客户的身份信息；输出咨询信息，并接收所述客户针对所述咨询信息输入的语音信息；识别所述语音信息，以确认所述客户的需求；根据所述客户的身份信息以及所述客户的需求，向所述客户推荐符合所述需求的服务；生成与所述服务匹配的订单信息；向关联设备发送所述订单信息，其中，所述关联设备用于根据所述订单信息，向所述客户提供所述服务。本申请能够提高座机的使用率。

Description

服务提供方法、电子设备及存储介质
本申请要求于2018年03月28日提交中国专利局，申请号为201810267148.X发明名称为“服务提供方法、电子设备及存储介质”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。
技术领域
本申请涉及信息技术领域，尤其涉及一种服务提供方法、电子设备及存储介质。
背景技术
随着通信的快速发展，用户拥有的通信设备由最开始的座机、非智能手机，逐渐发展到现在的智能手机，智能手机的功能越来越强大，尤其是智能手机的语音功能已经在无时无刻地影响着人们的生活。然而，虽然智能手机的语音功能已经越来越丰富，但是当前仍然存在着大量的座机，这些大量的座机由于年代较久远，在语音功能方面并不及现在的智能手机那样全面，使得在无网络环境下，这些大量的座机的使用率大大下降，且服务较差。
发明内容
鉴于以上内容，有必要提供一种服务提供方法、电子设备及存储介质，能够提高座机的使用率。
一种服务提供方法，所述方法包括：
接收客户通过座机拨打的来电请求；
响应所述来电请求，确认所述客户的身份信息；
输出咨询信息，并接收所述客户针对所述咨询信息输入的语音信息；
识别所述语音信息，以确认所述客户的需求；
根据所述客户的身份信息以及所述客户的需求，向所述客户推荐符合所述需求的服务；
生成与所述服务匹配的订单信息；
向关联设备发送所述订单信息，其中，所述关联设备用于根据所述订单信息，向所述客户提供所述服务。
一种电子设备，所述电子设备包括处理器和存储器，所述处理器用于执行存储器中存储的服务提供程序以实现所述的服务提供方法。
一种非易失性可读存储介质，所述非易失性可读存储介质存储有服务提供程序，所述服务提供程序被处理器执行时实现所述的服务提供方法。
由以上技术方案，本申请中，电子设备可以接收客户通过座机拨打的来电请求；响应所述来电请求，确认所述客户的身份信息；输出咨询信息，并接收所述客户针对所述咨询信息输入的语音信息；识别所述语音信息，以确认所述客户的需求；根据所述客户的身份信息以及所述客户的需求，向所述客户推荐符合所述需求的服务，生成与所述服务匹配的订单信息；向关联设备发送所述订单信息，其中，所述关联设备用于根据所述订单信息，向所述客户提供所述服务。可见，通过本申请的实施例，电子设备可以对接多个线上平台，当接收到客户通过座机拨打的来电请求时，可以给客户推荐符合需求的服务，并 由关联设备向客户提供服务，从而可以在无网络环境下，不仅可以充分利用大量的座机资源，还能让客户享受线上/线下服务。
附图说明
图1是本申请公开的一种服务提供方法的较佳实施例的流程图。
图2是本申请公开的另一种服务提供方法的较佳实施例的流程图。
图3是本申请公开的一种服务提供程序的较佳实施例的程序模块图。
图4是本申请实现服务提供方法的较佳实施例的电子设备的结构示意图。
具体实施方式
为使本申请的上述目的、特征和优点能够更加明显易懂，下面结合附图和具体实施方式对本申请作进一步详细的说明。
其中，所述电子设备是一种能够按照事先设定或存储的指令，自动进行数值计算和/或信息处理的设备，其硬件包括但不限于微处理器、专用集成电路(Application Specific Integrated Circuit，ASIC)、可编程门阵列(Field－Programmable Gate Array，FPGA)、数字处理器(Digital Signal Processor，DSP)、嵌入式设备等。
所述电子设备包括但不限于任何一种可与用户通过键盘、鼠标、遥控器、触摸板或声控设备等方式进行人机交互的电子产品，例如，个人计算机、平板电脑、智能手机、个人数字助理(Personal Digital Assistant，PDA)、交互式网络电视(Internet Protocol Television，IPTV)等。
请参见图1，图1是本申请公开的一种服务提供方法的较佳实施例的流程图。其中，该服务提供方法主要是针对用户需要向外界请求服务，但是处在无网络或者非智能手机的环境下，用户只能通过座机来跟外界沟通以寻求服务的场景。根据不同的需求，该流程图中步骤的顺序可以改变，某些步骤可以省略。
S11、电子设备接收客户通过座机拨打的来电请求。
本申请实施例中，电子设备上安装有智能语音助手应用，且该电子设备可以与多家线上服务平台进行对接。此外，还可以预先在智能语音助手应用上设置对外的服务热线，比如申请400号码服务热线，任何在所述智能语音助手应用对应的官方网页上注册成功的用户只需要拨打该服务热线，均可以接入电子设备，此外，未在所述智能语音助手应用对应的官方网页上注册的用户也可以拨打该服务热线，并接入电子设备。
其中，电话热线搭建基于电话平台自开发的统一交互式语音应答(Interactive Voice Response，IVR)平台，从公共交换电话网络(Public Switched Telephone Network，PSTN)直接接入热线。统一IVR采用FreeSWITCH软交换的电话平台解决方案，支持会话初始协议(Session Initiation Protocol，SIP)通讯协议。
其中，IVR是一个自动电话信息服务系统，运用固定语音菜单及来自数据库中的实时数据对电话呼入者进行话音答复和传真回复。它能完成与交换机之间的信令接续，处理用户按键并做相应的语音服务，从系统中获得预先录制的数字或合成语音信息。IVR是CTI(Computer Telephony Integration)系统中 的重要组成部分，提供交互式语音导航、资讯查询功能，已经广泛的应用在电话股票委托系统、电话银行系统、声讯服务、冲值卡系统、呼叫中心、统一消息平台等系统中。利用IVR可以使用户享受到7X24小时随时随地的信息服务，在呼叫中心加入IVR系统，让大部分呼叫实现了自动化处理，可以减轻坐席人员的负担，使之处理需要人工解决的呼叫。
其中，PSTN即我们日常生活中常用的电话网。它是一种全球语音通信电路交换网络，在众多的广域网互连技术中，通过PSTN进行互连所要求的通信费用最低，但其数据传输质量及传输速度也最差，同时PSTN的网络资源利用率也比较低。
其中，FreeSWITCH是一个电话的软交换解决方案,包括一个软电话和软交换机用以提供语音和聊天的产品驱动。FreeSWITCH可以用作交换机引擎、PBX、多媒体网关以及多媒体服务器等。
其中，SIP是由IETF(Internet Engineering Task Force，因特网工程任务组)制定的多媒体通信协议。它是一个基于文本的应用层控制协议，用于创建、修改和释放一个或多个参与者的会话。广泛应用于CS(Circuit Switched，电路交换)、NGN(Next Generation Network，下一代网络)以及IMS(IP Multimedia Subsystem，IP多媒体子系统)的网络中，可以支持并应用于语音、视频、数据等多媒体业务，同时也可以应用于Presence(呈现)、Instant Message(即时消息)等特色业务。可以说，有IP网络的地方就有SIP协议的存在。
作为一种可选的实施方式，在步骤S11之前，所述方法还可以包括：
11)接收客户在智能语音助手应用对应的官方网页上注册时输入的注册信息；
12)根据所述注册信息，为所述客户建立个人档案。
在该可选的实施方式中，注册信息可以包括但不限于客户的姓名、地址、联系方式(手机号码、座机号码)、兴趣习惯、个性化服务要求、注册账户及交易密码。其中，该智能语音助手应用对应的官方网页可以在任意一个客户端(比如手机、电脑、IPAD)上打开。
此外，用户在注册成功之后，还可以在注册账户上进行充值，以方便日后的交易支付。
S12、电子设备响应所述来电请求，确认所述客户的身份信息。
其中，可以根据所述来电请求，识别所述来电请求对应的座机号码。进而根据座机号码确定所述客户是否预先在智能语音助手应用对应的官方网页上注册过，如果预先注册过，则可以获取到该客户相应的信息，比如客户的个人喜好、地址、注册资金账户的剩余余额等。或者，可以在数据库中查询是否存在客户的注册信息来进行确认。
具体的，所述确认所述客户的身份信息包括：
若数据库中存在所述客户的注册信息，获取所述客户的历史下单次数；若所述历史下单次数大于或等于预设次数阈值，则确定所述客户的身份信息为老客户；
若所述数据库中存在所述客户的注册信息且所述客户的历史下单次数小于 预设次数阈值，或所述数据库中不存在所述客户的注册信息，则确定所述客户的身份信息为新客户。
在该实施例中，若确定所述客户为老客户，则可以在所述客户的个人档案中获取更多的注册信息，进而根据该注册信息为所述客户提供针对性的服务，若确定所述客户为新客户，则可以按照预先设定的程序为所述客户提供服务。
S13、电子设备输出咨询信息，并接收所述客户针对所述咨询信息输入的语音信息。
本申请实施例中，所述客户在接入电子设备之后，电子设备可以通过智能语音助手应用来自动询问客户，输出咨询信息，比如“请问您需要什么服务”，所述客户可以通过语音的方式输入语音信息，比如：“我想订一份外卖”，“我想邮寄一份快递”等。
其中，所述客户输入的语音信息是在电子设备的智能语音助手应用的提示下输入的。智能语音助手应用可以多次与所述客户进行对话，接收所述客户多次输入的语音信息。
S14、电子设备识别所述语音信息，以确认所述客户的需求。
其中，可以采用科大讯飞的语音识别技术，将客户语音识别成文字，以及基于python的机器学习来理解客户的意图，进而确认所述客户的需求。其中，语义识别是将文字转换为固定的客户意图，这里使用了基于JAVA的自然语言处理(NLP)。Java自然语言处理LingPipeLingPipe是一个自然语言处理的Java开源工具包。语音识别技术(Auto Speech Recognize，简称ASR)所要解决的问题是让机器能够“听懂”人类的语音，将语音中包含的文字信息“提取”出来，相当于给机器安装上“耳朵”，使其具备“能听”的功能。语音识别技术主要包括特征提取技术、模式匹配准则及模型训练技术三个方面。其中，可以基于机器学习，使用Google在2016年提出的Wide & Deep Learning的训练模型来分析理解客户的需求。
具体的，电子设备采用语音识别技术，在将客户语音识别为文字之后，可以从文字中提取关键词，进一步地，将该关键词输入到预先学习得到的训练模型中，获得输出，即客户的需求。
举例来说，所述客户通过语音的方式输入语音信息为“我想订一份外卖”，电子设备对所述语音信息进行识别，将语音信息识别为文字后，提取关键词“外卖”，进一步地，将关键词“外卖”输入到预先学习得到的训练模型中，输出“点餐”，即可确认所述客户的需求为所述客户想在线上买份吃的东西。
又举例来说，所述客户通过语音的方式输入语音信息为“我想邮寄一份快递”，电子设备对所述语音信息进行识别，将语音信息识别为文字后，提取关键词“邮寄”“快递”，进一步地，将关键词“邮寄”“快递”输入到预先学习得到的训练模型中，输出“邮寄物品”，即可确认所述客户的需求为所述客户想通过快递公司发送物品。
可选的，若所述客户为老客户，则智能语音助手应用可以减少提示，而根据所述客户的历史下单习惯来确认所述客户的需求，这样可以减少所述客户的时间，提高服务质量；若所述客户为新客户，则智能语音助手应用可以按照正 常的提示规则，一步步地提示所述客户输入语音信息，以确认所述客户的需求。其中，正常的提示规则为一步步地根据所述客户输入的语音信息进行咨询，以最终确认所述客户的需求，比如：针对点外卖的服务，对于新客户，正常的提示规则为：“请问您需要什么服务？”、“请问您有喜欢的餐厅吗？”、“请问您有喜欢的菜系吗”、“请问您有特别的要求吗？比如是否加辣椒，是否添加额外的调料？”、“请问您需要什么时候送达呢”等等，而对于老客户，可以参考老客户的历史下单习惯，减少一些提示规则，只需要提示，“请问您需要什么服务”，“您还是继续点xx餐厅xx菜系，不要辣椒，是吗？”，这样，对新老客户针对性地提示询问，有助于提供客户比较贴心的服务，容易拉近与客户之间的距离，提高交易成交率。
S15、电子设备根据所述客户的身份信息以及所述客户的需求，向所述客户推荐符合所述需求的服务。
其中，所述服务可以包括但不限于外卖派送、包裹邮寄、跑腿服务、家政服务、保险咨询服务等。
其中，可以根据所述客户的身份信息，从所述客户在智能语音助手应用对应的官方网页上的注册信息中获取到所述客户的个人喜好，进一步地，根据获取到的所述客户的个人喜好以及所述客户的需求，向所述客户推荐符合所述需求的服务。
举例来说，客户比较喜好酸辣口味的菜肴，当所述客户的需求是要定外卖时，智能语音助手应用可以向所述客户推荐四川菜或湖南菜，以供客户选择。
可选的，所述电子设备根据所述客户的身份信息以及所述客户的需求，向所述客户推荐符合所述需求的服务包括：
从多个线上平台中进行搜索，筛选出符合所述客户的需求的商家；
根据所述客户的身份信息，获取所述客户的个人喜好；
根据所述客户的个人喜好，从所述商家中筛选出符合所述个人喜好的多个服务；
对所述多个服务进行综合排名，将排名最前的商家所述提供的服务确定为符合所述客户的需求的服务。
举例来说，假设所述客户的需求是要定外卖，则可以从多个线上平台中进行搜索，筛选出符合所述客户的需求的平台，进一步，根据所述客户的身份，获取所述客户的个人喜好，比如客户喜好酸辣口味的菜肴，则可以从符合所述客户需求的多个平台中，筛选出符合所述个人喜好的多个商家所提供的外卖，更进一步地，综合比较并对多个外卖服务进行排名，并可以将排名最前的商家所述提供的外卖服务确定为符合所述客户的需求的服务。
此外，可选的，还可以结合所述客户的地址，将既符合所述客户的个人喜好，又排名靠前且在所述客户的地址附近的商家所述提供的服务确定为符合所述客户的需求的服务。
S16、电子设备生成与所述服务匹配的订单信息。
可选的，所述电子设备生成与所述服务匹配的订单信息包括：
当接收到所述客户针对推荐的所述服务输入的确认指令时，生成与所述服 务匹配的订单信息。
其中，所述客户可以通过语音输入的方式来生成确认指令，或者，所述客户也可以通过按压座机上的确认按钮的方式来生成确认指令。
S17、电子设备向关联设备发送所述订单信息。
其中，所述关联设备用于根据所述订单信息，向所述客户提供所述服务。
在确定符合所述需求的服务之后，电子设备可以生成订单信息，并把该订单信息发送至关联设备，其中，该关联设备可以为能够提供所述服务的线上平台所对应的设备。关联设备接收到该订单信息之后，就可以为所述客户提供所述服务了，从而可以在无网络或无智能手机的环境下，让所述客户享受线上/线下服务。
其中，所述关联设备是一种能够按照事先设定或存储的指令，自动进行数值计算和/或信息处理的设备，其硬件包括但不限于微处理器、专用集成电路(Application Specific Integrated Circuit，ASIC)、可编程门阵列(Field－Programmable Gate Array，FPGA)、数字处理器(Digital Signal Processor，DSP)、嵌入式设备等。
所述关联设备包括但不限于任何一种可与用户通过键盘、鼠标、遥控器、触摸板或声控设备等方式进行人机交互的电子产品，例如，个人计算机、平板电脑、智能手机、个人数字助理(Personal Digital Assistant，PDA)、交互式网络电视(Internet Protocol Television，IPTV)等。
作为一种可选的实施方式，在步骤当接收到所述客户针对推荐的所述服务输入的确认指令之后，所述方法还可以包括以下步骤：
21)确认所述服务所需的第一资金；
22)根据所述客户的身份信息，查询所述客户的注册资金账户中的第一剩余资金；
23)若所述第一剩余资金大于或等于所述第一资金，则执行所述的生成与所述服务匹配的订单信息。
其中，当所述客户确认所述智能语音助手应用推荐的服务时，所述客户需要支付一定的资金。为了方便客户，所述智能语音助手应用具有自动支付功能，该自动支付功能需要客户预先在所述智能语音助手应用对应的官方网页上进行注册时，进行充值。该充值的资金用于后续所述客户需要服务时进行支付。
其中，若所述第一剩余资金大于或等于所述第一资金，表明所述客户在所述智能语音助手应用上的注册账户的资金足够支付本次所需要的服务，则所述电子设备可以生成与所述服务匹配的订单信息。
反之，如果第一剩余资金小于所述第一资金，表明所述客户在所述智能语音助手应用上的注册账户的资金不足以支付本次所需要的服务，则所述电子设备不会生成与所述服务匹配的订单信息。
可选的，若所述第一剩余资金小于所述第一资金，输出提示信息，所述提示信息用于提示所述客户的注册资金账户的剩余资金不足，无法完成支付。
作为一种可选的实施方式，在步骤当接收到所述客户针对推荐的所述服务输入的确认指令之后，所述方法还可以包括以下步骤：
31)确认所述服务所需的第二资金；
32)根据所述客户的身份信息，查询所述客户的注册资金账户中的第二剩余资金；
33)获取预先规定的与所述客户的身份信息匹配的优惠信息；
34)根据所述优惠信息以及所述服务所需的第二资金，确定所述服务实际所需支付的第三资金；
35)若所述第二剩余资金大于或等于所述第三资金，则执行所述的生成与所述服务匹配的订单信息。
其中，老客户/新客户享受的优惠服务可以包括但不限于资金优惠、服务优惠、资源优惠、VIP优惠等。其中，资金优惠比如下单立减X元，服务优惠比如赠送同类型的其他服务，如果是点餐，可以赠送小吃饮料等，资源优惠比如为所述客户提供优质的资源，如分配服务态度较好的快递员，VIP优惠比如所述客户有额外的个性化要求，如炒青菜加辣椒。
其中，如果老客户/新客户享受的优惠服务为资金优惠，则所述服务实际所需支付的第三资金为所述服务所需的第二资金减去老客户/新客户享受的资金优惠。若所述第二剩余资金大于或等于所述第三资金，表明所述客户在所述智能语音助手应用上的注册账户的资金足够支付本次所需要的服务，则所述电子设备可以生成与所述服务匹配的订单信息。
在图1所描述的方法流程中，电子设备可以接收客户通过座机拨打的来电请求；响应所述来电请求，确认所述客户的身份信息；输出咨询信息，并接收所述客户针对所述咨询信息输入的语音信息；识别所述语音信息，以确认所述客户的需求；根据所述客户的身份信息以及所述客户的需求，向所述客户推荐符合所述需求的服务，生成与所述服务匹配的订单信息；向关联设备发送所述订单信息，其中，所述关联设备用于根据所述订单信息，向所述客户提供所述服务。可见，通过本申请的实施例，电子设备可以对接多个线上平台，当接收到客户通过座机拨打的来电请求时，可以给客户推荐符合需求的服务，并由关联设备向客户提供服务，从而可以在无网络环境下，不仅可以充分利用大量的座机资源，还能让客户享受线上/线下服务。
请参见图2，图2是本申请公开的另一种服务提供方法的较佳实施例的流程图。其中，根据不同的需求，该流程图中步骤的顺序可以改变，某些步骤可以省略。
S21、电子设备接收客户通过座机拨打的来电请求。
本申请实施例中，电子设备上安装有智能语音助手应用，且该电子设备可以与多家线上服务平台进行对接。此外，还可以预先在智能语音助手应用上设置对外的服务热线，比如申请400号码服务热线，任何在所述智能语音助手应用对应的官方网页上注册成功的用户只需要拨打该服务热线，均可以接入电子设备，此外，未在所述智能语音助手应用对应的官方网页上注册的用户也可以拨打该服务热线，并接入电子设备。
其中，电话热线搭建基于电话平台自开发的统一交互式语音应答(Interactive Voice Response，IVR)平台，从公共交换电话网络(Public Switched Telephone  Network，PSTN)直接接入热线。统一IVR采用FreeSWITCH软交换的电话平台解决方案，支持会话初始协议(Session Initiation Protocol，SIP)通讯协议。
其中，IVR是一个自动电话信息服务系统，运用固定语音菜单及来自数据库中的实时数据对电话呼入者进行话音答复和传真回复。它能完成与交换机之间的信令接续，处理用户按键并做相应的语音服务，从系统中获得预先录制的数字或合成语音信息。IVR是CTI(Computer Telephony Integration)系统中的重要组成部分，提供交互式语音导航、资讯查询功能，已经广泛的应用在电话股票委托系统、电话银行系统、声讯服务、冲值卡系统、呼叫中心、统一消息平台等系统中。利用IVR可以使用户享受到7X24小时随时随地的信息服务，在呼叫中心加入IVR系统，让大部分呼叫实现了自动化处理，可以减轻坐席人员的负担，使之处理需要人工解决的呼叫。
其中，PSTN即我们日常生活中常用的电话网。它是一种全球语音通信电路交换网络，在众多的广域网互连技术中，通过PSTN进行互连所要求的通信费用最低，但其数据传输质量及传输速度也最差，同时PSTN的网络资源利用率也比较低。
其中，FreeSWITCH是一个电话的软交换解决方案,包括一个软电话和软交换机用以提供语音和聊天的产品驱动。FreeSWITCH可以用作交换机引擎、PBX、多媒体网关以及多媒体服务器等。
其中，SIP是由IETF(Internet Engineering Task Force，因特网工程任务组)制定的多媒体通信协议。它是一个基于文本的应用层控制协议，用于创建、修改和释放一个或多个参与者的会话。广泛应用于CS(Circuit Switched，电路交换)、NGN(Next Generation Network，下一代网络)以及IMS(IP Multimedia Subsystem，IP多媒体子系统)的网络中，可以支持并应用于语音、视频、数据等多媒体业务，同时也可以应用于Presence(呈现)、Instant Message(即时消息)等特色业务。可以说，有IP网络的地方就有SIP协议的存在。
S22、电子设备响应所述来电请求，确认所述客户的身份信息。
其中，可以根据所述来电请求，识别所述来电请求对应的座机号码。进而根据座机号码确定所述客户是否预先在智能语音助手应用对应的官方网页上注册过，如果预先注册过，则可以获取到该客户相应的信息，比如客户的个人喜好、地址、注册资金账户的剩余余额等。或者，可以在数据库中查询是否存在客户的注册信息来进行确认。
具体的，所述确认所述客户的身份信息包括：
若数据库中存在所述客户的注册信息，获取所述客户的历史下单次数；若所述历史下单次数大于或等于预设次数阈值，则确定所述客户的身份信息为老客户；
若所述数据库中存在所述客户的注册信息且所述客户的历史下单次数小于预设次数阈值，或所述数据库中不存在所述客户的注册信息，则确定所述客户的身份信息为新客户。
S23、电子设备输出咨询信息，并接收所述客户针对所述咨询信息输入的语音信息。
本申请实施例中，所述客户在接入电子设备之后，电子设备可以通过智能语音助手应用来自动询问客户，输出咨询信息，比如“请问您需要什么服务”，所述客户可以通过语音的方式输入语音信息，比如：“我想订一份外卖”，“我想邮寄一份快递”等。
其中，所述客户输入的语音信息是在电子设备的智能语音助手应用的提示下输入的。智能语音助手应用可以多次与所述客户进行对话，接收所述客户多次输入的语音信息。
S24、电子设备识别所述语音信息，以确认所述客户的需求。
其中，可以采用科大讯飞的语音识别技术，将客户语音识别成文字，以及基于python的机器学习来理解客户的意图，进而确认所述客户的需求。其中，语义识别是将文字转换为固定的客户意图，这里使用了基于JAVA的自然语言处理(NLP)。Java自然语言处理LingPipeLingPipe是一个自然语言处理的Java开源工具包。语音识别技术(Auto Speech Recognize，简称ASR)所要解决的问题是让机器能够“听懂”人类的语音，将语音中包含的文字信息“提取”出来，相当于给机器安装上“耳朵”，使其具备“能听”的功能。语音识别技术主要包括特征提取技术、模式匹配准则及模型训练技术三个方面。其中，可以基于机器学习，使用Google在2016年提出的Wide & Deep Learning的训练模型来分析理解客户的需求。
如上述举例来说，所述客户可以通过语音的方式输入语音信息为“我想订一份外卖”，电子设备对所述语音信息进行分析并识别，可以确认所述客户的需求就是想线上点餐。
可选的，若所述客户为老客户，则智能语音助手应用可以减少提示，而根据所述客户的历史下单习惯来确认所述客户的需求，这样可以减少所述客户的时间，提高服务质量；若所述客户为新客户，则智能语音助手应用可以按照正常的提示规则，一步步地提示所述客户输入语音信息，以确认所述客户的需求。
其中，正常的提示规则为一步步地根据所述客户输入的语音信息进行咨询，以最终确认所述客户的需求，比如：针对点外卖的服务，对于新客户，正常的提示规则为：“请问您需要什么服务？”、“请问您有喜欢的餐厅吗？”、“请问您有喜欢的菜系吗”、“请问您有特别的要求吗？比如是否加辣椒，是否添加额外的调料？”、“请问您需要什么时候送达呢”等等，而对于老客户，可以参考老客户的历史下单习惯，减少一些提示规则，只需要提示，“请问您需要什么服务”，“您还是继续点xx餐厅xx菜系，不要辣椒，是吗？”，这样，对新老客户针对性地提示询问，有助于提供客户比较贴心的服务，容易拉近与客户之间的距离，提高交易成交率。
S25、电子设备根据所述客户的身份信息以及所述客户的需求，向所述客户推荐符合所述需求的服务。
其中，所述服务可以包括但不限于外卖派送、包裹邮寄、跑腿服务、家政服务、保险咨询服务等。
其中，可以根据所述客户的身份信息，从所述客户在智能语音助手应用对应的官方网页上的注册信息中获取到所述客户的个人喜好，进一步地，根据获 取到的所述客户的个人喜好以及所述客户的需求，向所述客户推荐符合所述需求的服务。
举例来说，客户比较喜好酸辣口味的菜肴，当所述客户的需求是要定外卖时，智能语音助手应用可以向所述客户推荐四川菜或湖南菜，以供客户选择。
S26、当接收到所述客户针对推荐的所述服务输入的确认指令时，电子设备生成与所述服务匹配的订单信息。
其中，所述客户可以通过语音输入的方式来生成确认指令，或者，所述客户也可以通过按压座机上的确认按钮的方式来生成确认指令。
在确定符合所述需求的服务之后，电子设备可以生成订单信息。其中，该订单信息可以包括但不限于所述客户所需要的服务、所述服务实际需要支付的资金、提供所述服务的商家等。
S27、电子设备向关联设备发送所述订单信息。
其中，所述关联设备用于根据所述订单信息，向所述客户提供所述服务。
其中，该关联设备可以为能够提供所述服务的线上平台所对应的设备。关联设备接收到该订单信息之后，就可以为所述客户提供所述服务了，从而可以在无网络或无智能手机的环境下，让所述客户享受线上/线下服务。
其中，所述关联设备是一种能够按照事先设定或存储的指令，自动进行数值计算和/或信息处理的设备，其硬件包括但不限于微处理器、专用集成电路(Application Specific Integrated Circuit，ASIC)、可编程门阵列(Field－Programmable Gate Array，FPGA)、数字处理器(Digital Signal Processor，DSP)、嵌入式设备等。
所述关联设备包括但不限于任何一种可与用户通过键盘、鼠标、遥控器、触摸板或声控设备等方式进行人机交互的电子产品，例如，个人计算机、平板电脑、智能手机、个人数字助理(Personal Digital Assistant，PDA)、交互式网络电视(Internet Protocol Television，IPTV)等。
S28、电子设备在所述客户的注册资金账户中扣除所述订单信息中所显示的资金。
其中，所述电子设备在所述客户的注册资金账户中扣除所述订单信息中所显示的资金，而该扣除的资金并没有支付给关联设备对应的商家，待商家提供客户所需的服务之后，该扣除的资金才能支付，该电子设备作为第三方，通过这样的方式，既可以保证客户有足够的资金支付给商家，同时，又能保证商家提供真实有效的服务给客户，避免客户的财产损失。
S29、在所述客户享受到所述关联设备提供的所述服务，且接收到所述关联设备发送的客户签收指令的情况下，电子设备将所述订单信息中所显示的资金转移至所述关联设备。
其中，当所述关联设备所提供的服务到达所述客户时，客户可以对所述服务进行签收，此时，关联设备就会向电子设备发送签收指令，电子设备就可以向关联设备发送所述服务实际所需的资金了，至此整个交易结束，既确保了客户享受关联设备所提供的服务，同时，也保障了关联设备的资金到位。
在图2所描述的方法流程中，电子设备根据所述客户的身份信息以及所述 客户的需求，向所述客户推荐符合所述需求的服务之后，当接收到所述客户针对推荐的所述服务输入的确认指令时，电子设备可以生成与所述服务匹配的订单信息，并向关联设备发送所述订单信息。进一步地，电子设备在所述客户的注册资金账户中扣除所述订单信息中所显示的资金，在所述客户享受到所述关联设备提供的所述服务，且接收到所述关联设备发送的客户签收指令的情况下，电子设备将所述订单信息中所显示的资金转移至所述关联设备。可见，整个过程中，电子设备不仅可以向客户推荐符合需求的服务，此外，在确保客户享受关联设备所提供的服务的同时，既避免客户的财产损失，也保障关联设备的资金到位。
请参见图3，图3是本申请公开的一种服务提供程序的较佳实施例的程序模块图。其中，图3描述的服务提供程序用于执行图1或2所描述的服务提供方法中的部分或全部步骤，具体请参见图1或图2中的相关描述，在此不再赘述。本申请所称的单元是指一种能够被处理器所执行并且能够完成固定功能的一系列计算机可读指令段，其存储在存储器中。在本实施例中，关于各单元的功能将在后续的实施例中详述。
图3所描述的服务提供程序11包括：
接收单元101，用于接收客户通过座机拨打的来电请求；
确认单元102，用于响应所述来电请求，确认所述客户的身份信息；
输出单元103，用于输出咨询信息；
所述接收单元101，还用于接收所述客户针对所述咨询信息输入的语音信息；
识别单元104，用于识别所述语音信息，以确认所述客户的需求；
推荐单元105，用于根据所述客户的身份信息以及所述客户的需求，向所述客户推荐符合所述需求的服务。
其中，所述确认单元102确认所述客户的身份信息包括：
若数据库中存在所述客户的注册信息，获取所述客户的历史下单次数；若所述历史下单次数大于或等于预设次数阈值，则确定所述客户的身份信息为老客户；
若所述数据库中存在所述客户的注册信息且所述客户的历史下单次数小于预设次数阈值，或所述数据库中不存在所述客户的注册信息，则确定所述客户的身份信息为新客户。
可选的，图3所描述的服务提供程序11还可以包括：
生成单元106，用于生成与所述服务匹配的订单信息；
发送单元107，用于向关联设备发送所述订单信息，其中，所述关联设备用于根据所述订单信息，向所述客户提供所述服务。
可选的，所述生成单元106生成与所述服务匹配的订单信息包括：
当接收到所述客户针对推荐的所述服务输入的确认指令时，生成与所述服务匹配的订单信息。
可选的，图3所描述的服务提供程序11还可以包括：
第一确认单元，用于确认所述服务所需的第一资金；
第一查询单元，用于根据所述客户的身份信息，查询所述客户的注册资金账户中的第一剩余资金；
所述生成单元，具体用于若所述第一剩余资金大于或等于所述第一资金，生成与所述服务匹配的订单信息。
可选的，图3所描述的服务提供程序11还可以包括：
第二确认单元，用于确认所述服务所需的第二资金；
第二查询单元，用于根据所述客户的身份信息，查询所述客户的注册资金账户中的第二剩余资金；
获取单元，用于获取预先规定的与所述客户的身份信息匹配的优惠信息；
所述第二确认单元，还用于根据所述优惠信息以及所述服务所需的第二资金，确定所述服务实际所需支付的第三资金；
所述生成单元，具体用于若所述第二剩余资金大于或等于所述第三资金，生成与所述服务匹配的订单信息。
可选的，图3所描述的服务提供程序还可以包括：
扣除单元，用于在所述客户的注册资金账户中扣除所述订单信息中所显示的资金。
可选的，图3所描述的服务提供程序11还可以包括：
转移单元，用于在所述客户享受到所述关联设备提供的所述服务，且接收到所述关联设备发送的客户签收指令的情况下，将所述订单信息中所显示的资金转移至所述关联设备。
在图3所描述的服务提供程序11中，可以接收客户通过座机拨打的来电请求；响应所述来电请求，确认所述客户的身份信息；输出咨询信息，并接收所述客户针对所述咨询信息输入的语音信息；识别所述语音信息，以确认所述客户的需求；根据所述客户的身份信息以及所述客户的需求，向所述客户推荐符合所述需求的服务，生成与所述服务匹配的订单信息；向关联设备发送所述订单信息，其中，所述关联设备用于根据所述订单信息，向所述客户提供所述服务。可见，通过本申请的实施例，电子设备可以对接多个线上平台，当接收到客户通过座机拨打的来电请求时，可以给客户推荐符合需求的服务，并由关联设备向客户提供服务，从而可以在无网络环境下，不仅可以充分利用大量的座机资源，还能让客户享受线上/线下服务。
上述以软件功能模块的形式实现的集成的单元，可以存储在一个非易失性可读存储介质中。其中，该非易失性可读存储介质可以存储计算机可读指令，该计算机可读指令在被处理器执行时，可实现上述各个方法实施例的步骤。其中，所述计算机可读指令包括计算机可读指令代码，所述计算机可读指令代码可以为源代码形式、对象代码形式、可执行文件或某些中间形式等。所述非易失性可读存储介质可以包括：能够携带所述计算机可读指令代码的任何实体或程序、记录介质、U盘、移动硬盘、磁碟、光盘、计算机存储器、只读存储器(ROM，Read-Only Memory)、随机存取存储器(RAM，Random Access Memory)、电载波信号、电信信号以及软件分发介质等。需要说明的是，所述非易失性可读存储介质包含的内容可以根据司法管辖区内立法和 专利实践的要求进行适当的增减，例如在某些司法管辖区，根据立法和专利实践，非易失性可读介质不包括电载波信号和电信信号。
如图4所示，图4是本申请实现服务提供方法的较佳实施例的电子设备的结构示意图。所述电子设备1包括存储器12以及处理器13。本领域技术人员可以理解，所述图4所示的示意图仅仅是电子设备1的示例，并不构成对电子设备1的限定，可以包括比图示更多或更少的部件，或者组合某些部件，或者不同的部件，例如所述电子设备1还可以包括输入输出设备、网络接入设备、总线等。
所述电子设备1还包括但不限于任何一种可与用户通过键盘、鼠标、遥控器、触摸板或声控设备等方式进行人机交互的电子产品，例如，个人计算机、平板电脑、智能手机、个人数字助理(Personal Digital Assistant，PDA)、游戏机、交互式网络电视(Internet Protocol Television，IPTV)、智能式穿戴式设备等。所述电子设备1所处的网络包括但不限于互联网、广域网、城域网、局域网、虚拟专用网络(Virtual Private Network，VPN)等。
所述存储器12可选地包括一个或多个非易失性可读存储介质，用于存储一种服务提供方法的程序和各种数据，并在运行过程中实现高速、自动地完成程序或数据的存取。所述存储器12可选地包括高速随机存取存储器，并且还可选地包括非易失性存储器，诸如一个或多个磁盘存储设备、闪存存储器设备、或其它非易失性固态存储器设备。
所述处理器13又称中央处理器(CPU，Central Processing Unit)，是一块超大规模的集成电路，是电子设备1的运算核心(Core)和控制核心(Control Unit)。所述处理器13可执行所述电子设备1的操作系统以及安装的各类应用程序、程序代码等，例如服务提供程序11。
结合图1或图2，所述电子设备1中的所述存储器12存储多个指令以实现一种服务提供方法，所述处理器13可执行所述多个指令从而实现：
接收客户通过座机拨打的来电请求；
响应所述来电请求，确认所述客户的身份信息；
输出咨询信息，并接收所述客户针对所述咨询信息输入的语音信息；
识别所述语音信息，以确认所述客户的需求；
根据所述客户的身份信息以及所述客户的需求，向所述客户推荐符合所述需求的服务；
生成与所述服务匹配的订单信息；
向关联设备发送所述订单信息，其中，所述关联设备用于根据所述订单信息，向所述客户提供所述服务。
在一种可选的实施方式中，所述生成与所述服务匹配的订单信息包括：
当接收到所述客户针对推荐的所述服务输入的确认指令时，生成与所述服务匹配的订单信息。
在一种可选的实施方式中，在步骤当接收到所述客户针对推荐的所述服务输入的确认指令之后，所述处理器13可执行所述多个指令从而实现：
确认所述服务所需的第一资金；
根据所述客户的身份信息，查询所述客户的注册资金账户中的第一剩余资金；
若所述第一剩余资金大于或等于所述第一资金，则执行所述的生成与所述服务匹配的订单信息。
在一种可选的实施方式中，在步骤当接收到所述客户针对推荐的所述服务输入的确认指令之后，所述处理器13可执行所述多个指令从而实现：
确认所述服务所需的第二资金；
根据所述客户的身份信息，查询所述客户的注册资金账户中的第二剩余资金；
获取预先规定的与所述客户的身份信息匹配的优惠信息；
根据所述优惠信息以及所述服务所需的第二资金，确定所述服务实际所需支付的第三资金；
若所述第二剩余资金大于或等于所述第三资金，则执行所述的生成与所述服务匹配的订单信息。
在一种可选的实施方式中，所述确认所述客户的身份信息包括：
若数据库中存在所述客户的注册信息，获取所述客户的历史下单次数；若所述历史下单次数大于或等于预设次数阈值，则确定所述客户的身份信息为老客户；
若所述数据库中存在所述客户的注册信息且所述客户的历史下单次数小于预设次数阈值，或所述数据库中不存在所述客户的注册信息，则确定所述客户的身份信息为新客户。
在一种可选的实施方式中，所述处理器13可执行所述多个指令从而实现：
在所述客户的注册资金账户中扣除所述订单信息中所显示的资金。
在一种可选的实施方式中，所述处理器13可执行所述多个指令从而实现：
在所述客户享受到所述关联设备提供的所述服务，且接收到所述关联设备发送的客户签收指令的情况下，将所述订单信息中所显示的资金转移至所述关联设备。
在一种可选的实施方式中，所述订单信息中所显示的资金为所述关联设备提供所述服务后，所述关联设备获得的实际资金。
具体地，所述处理器13对上述指令的具体实现方法可参考图1或图2对应实施例中相关步骤的描述，在此不赘述。
在图4所描述的电子设备中，电子设备可以接收客户通过座机拨打的来电请求；响应所述来电请求，确认所述客户的身份信息；输出咨询信息，并接收所述客户针对所述咨询信息输入的语音信息；识别所述语音信息，以确认所述客户的需求；根据所述客户的身份信息以及所述客户的需求，向所述客户推荐符合所述需求的服务，生成与所述服务匹配的订单信息；向关联设备发送所述订单信息，其中，所述关联设备用于根据所述订单信息，向所述客户提供所述 服务。可见，通过本申请的实施例，电子设备可以对接多个线上平台，当接收到客户通过座机拨打的来电请求时，可以给客户推荐符合需求的服务，并由关联设备向客户提供服务，从而可以在无网络环境下，不仅可以充分利用大量的座机资源，还能让客户享受线上/线下服务。
在本申请所提供的几个实施例中，应该理解到，所揭露的系统，程序和方法，可以通过其它的方式实现。例如，以上所描述的程序实施例仅仅是示意性的，例如，所述模块的划分，仅仅为一种逻辑功能划分，实际实现时可以有另外的划分方式。
所述作为分离部件说明的模块可以是或者也可以不是物理上分开的，作为模块显示的部件可以是或者也可以不是物理单元，即可以位于一个地方，或者也可以分布到多个网络单元上。可以根据实际的需要选择其中的部分或者全部模块来实现本实施例方案的目的。
另外，在本申请各个实施例中的各功能模块可以集成在一个处理单元中，也可以是各个单元单独物理存在，也可以两个或两个以上单元集成在一个单元中。上述集成的单元既可以采用硬件的形式实现，也可以采用硬件加软件功能模块的形式实现。
对于本领域技术人员而言，显然本申请不限于上述示范性实施例的细节，而且在不背离本申请的精神或基本特征的情况下，能够以其他的具体形式实现本申请。因此，无论从哪一点来看，均应将实施例看作是示范性的，而且是非限制性的，本申请的范围由所附权利要求而不是上述说明限定，因此旨在将落在权利要求的等同要件的含义和范围内的所有变化涵括在本申请内。不应将权利要求中的任何附关联图标记视为限制所涉及的权利要求。此外，显然“包括”一词不排除其他单元或步骤，单数不排除复数。系统权利要求中陈述的多个单元或程序也可以由一个单元或程序通过软件或者硬件来实现。第二等词语用来表示名称，而并不表示任何特定的顺序。
最后应说明的是，以上实施例仅用以说明本申请的技术方案而非限制，尽管参照较佳实施例对本申请进行了详细说明，本领域的普通技术人员应当理解，可以对本申请的技术方案进行修改或等同替换，而不脱离本申请技术方案的精神和范围。

Claims (20)

  1. 一种服务提供方法，其特征在于，所述方法包括：
    接收客户通过座机拨打的来电请求；
    响应所述来电请求，确认所述客户的身份信息；
    输出咨询信息，并接收所述客户针对所述咨询信息输入的语音信息；
    识别所述语音信息，以确认所述客户的需求；
    根据所述客户的身份信息以及所述客户的需求，向所述客户推荐符合所述需求的服务；
    生成与所述服务匹配的订单信息；
    向关联设备发送所述订单信息，其中，所述关联设备用于根据所述订单信息，向所述客户提供所述服务。
  2. 根据权利要求1所述的方法，其特征在于，所述生成与所述服务匹配的订单信息包括：
    当接收到所述客户针对推荐的所述服务输入的确认指令时，生成与所述服务匹配的订单信息。
  3. 根据权利要求2所述的方法，其特征在于，在步骤当接收到所述客户针对推荐的所述服务输入的确认指令之后，所述方法还包括：
    确认所述服务所需的第一资金；
    根据所述客户的身份信息，查询所述客户的注册资金账户中的第一剩余资金；
    若所述第一剩余资金大于或等于所述第一资金，则执行所述的生成与所述服务匹配的订单信息。
  4. 根据权利要求2所述的方法，其特征在于，在步骤当接收到所述客户针对推荐的所述服务输入的确认指令之后，所述方法还包括：
    确认所述服务所需的第二资金；
    根据所述客户的身份信息，查询所述客户的注册资金账户中的第二剩余资金；
    获取预先规定的与所述客户的身份信息匹配的优惠信息；
    根据所述优惠信息以及所述服务所需的第二资金，确定所述服务实际所需支付的第三资金；
    若所述第二剩余资金大于或等于所述第三资金，则执行所述的生成与所述服务匹配的订单信息。
  5. 根据权利要求1至4任一项所述的方法，其特征在于，所述确认所述客户的身份信息包括：
    若数据库中存在所述客户的注册信息，获取所述客户的历史下单次数；若所述历史下单次数大于或等于预设次数阈值，则确定所述客户的身份信息为老客户；
    若所述数据库中存在所述客户的注册信息且所述客户的历史下单次数小于预设次数阈值，或所述数据库中不存在所述客户的注册信息，则确定所述客户 的身份信息为新客户。
  6. 根据权利要求3或4所述的方法，其特征在于，所述方法还包括：
    在所述客户的注册资金账户中扣除所述订单信息中所显示的资金。
  7. 根据权利要求6所述的方法，其特征在于，所述方法还包括：
    在所述客户享受到所述关联设备提供的所述服务，且接收到所述关联设备发送的客户签收指令的情况下，将所述订单信息中所显示的资金转移至所述关联设备。
  8. 根据权利要求7所述的方法，其特征在于，所述订单信息中所显示的资金为所述关联设备提供所述服务后，所述关联设备获得的实际资金。
  9. 一种电子设备，其特征在于，所述电子设备包括处理器和存储器，所述处理器用于执行存储器中存储计算机可读指令以实现以下步骤：
    接收客户通过座机拨打的来电请求；
    响应所述来电请求，确认所述客户的身份信息；
    输出咨询信息，并接收所述客户针对所述咨询信息输入的语音信息；
    识别所述语音信息，以确认所述客户的需求；
    根据所述客户的身份信息以及所述客户的需求，向所述客户推荐符合所述需求的服务；
    生成与所述服务匹配的订单信息；
    向关联设备发送所述订单信息，其中，所述关联设备用于根据所述订单信息，向所述客户提供所述服务。
  10. 根据权利要求9所述的电子设备，其特征在于，所述生成与所述服务匹配的订单信息包括：
    当接收到所述客户针对推荐的所述服务输入的确认指令时，生成与所述服务匹配的订单信息。
  11. 根据权利要求10所述的电子设备，其特征在于，在步骤当接收到所述客户针对推荐的所述服务输入的确认指令之后，所述处理器还用于执行所述计算机可读指令以实现以下步骤：
    确认所述服务所需的第一资金；
    根据所述客户的身份信息，查询所述客户的注册资金账户中的第一剩余资金；
    若所述第一剩余资金大于或等于所述第一资金，则执行所述的生成与所述服务匹配的订单信息。
  12. 根据权利要求10所述的电子设备，其特征在于，在步骤当接收到所述客户针对推荐的所述服务输入的确认指令之后，所述处理器还用于执行所述计算机可读指令以实现以下步骤：
    确认所述服务所需的第二资金；
    根据所述客户的身份信息，查询所述客户的注册资金账户中的第二剩余资金；
    获取预先规定的与所述客户的身份信息匹配的优惠信息；
    根据所述优惠信息以及所述服务所需的第二资金，确定所述服务实际所需 支付的第三资金；
    若所述第二剩余资金大于或等于所述第三资金，则执行所述的生成与所述服务匹配的订单信息。
  13. 根据权利要求11或12所述的电子设备，其特征在于，所述处理器还用于执行所述计算机可读指令以实现以下步骤：
    在所述客户的注册资金账户中扣除所述订单信息中所显示的资金。
  14. 根据权利要求13所述的电子设备，其特征在于，所述处理器还用于执行所述计算机可读指令以实现以下步骤：
    在所述客户享受到所述关联设备提供的所述服务，且接收到所述关联设备发送的客户签收指令的情况下，将所述订单信息中所显示的资金转移至所述关联设备。
  15. 一种非易失性可读存储介质，其特征在于，所述非易失性可读存储介质存储有服务提供程序，所述计算机可读指令被处理器执行时实现以下步骤：
    接收客户通过座机拨打的来电请求；
    响应所述来电请求，确认所述客户的身份信息；
    输出咨询信息，并接收所述客户针对所述咨询信息输入的语音信息；
    识别所述语音信息，以确认所述客户的需求；
    根据所述客户的身份信息以及所述客户的需求，向所述客户推荐符合所述需求的服务；
    生成与所述服务匹配的订单信息；
    向关联设备发送所述订单信息，其中，所述关联设备用于根据所述订单信息，向所述客户提供所述服务。
  16. 根据权利要求15所述的存储介质，其特征在于，所述生成与所述服务匹配的订单信息包括：
    当接收到所述客户针对推荐的所述服务输入的确认指令时，生成与所述服务匹配的订单信息。
  17. 根据权利要求16所述的存储介质，其特征在于，在步骤当接收到所述客户针对推荐的所述服务输入的确认指令之后，所述计算机可读指令被所述处理器执行时还实现以下步骤：
    确认所述服务所需的第一资金；
    根据所述客户的身份信息，查询所述客户的注册资金账户中的第一剩余资金；
    若所述第一剩余资金大于或等于所述第一资金，则执行所述的生成与所述服务匹配的订单信息。
  18. 根据权利要求16所述的存储介质，其特征在于，在步骤当接收到所述客户针对推荐的所述服务输入的确认指令之后，所述计算机可读指令被所述处理器执行时还实现以下步骤：
    确认所述服务所需的第二资金；
    根据所述客户的身份信息，查询所述客户的注册资金账户中的第二剩余资金；
    获取预先规定的与所述客户的身份信息匹配的优惠信息；
    根据所述优惠信息以及所述服务所需的第二资金，确定所述服务实际所需支付的第三资金；
    若所述第二剩余资金大于或等于所述第三资金，则执行所述的生成与所述服务匹配的订单信息。
  19. 根据权利要求17或18所述的存储介质，其特征在于，所述计算机可读指令被所述处理器执行时还实现以下步骤：
    在所述客户的注册资金账户中扣除所述订单信息中所显示的资金。
  20. 根据权利要求19所述的存储介质，其特征在于，所述计算机可读指令被所述处理器执行时还实现以下步骤：
    在所述客户享受到所述关联设备提供的所述服务，且接收到所述关联设备发送的客户签收指令的情况下，将所述订单信息中所显示的资金转移至所述关联设备。
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