WO2020113850A1 - Procédé de mise en oeuvre pour système d'authentification basé sur des appels, système et support de stockage lisible - Google Patents

Procédé de mise en oeuvre pour système d'authentification basé sur des appels, système et support de stockage lisible Download PDF

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Publication number
WO2020113850A1
WO2020113850A1 PCT/CN2019/078526 CN2019078526W WO2020113850A1 WO 2020113850 A1 WO2020113850 A1 WO 2020113850A1 CN 2019078526 W CN2019078526 W CN 2019078526W WO 2020113850 A1 WO2020113850 A1 WO 2020113850A1
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WO
WIPO (PCT)
Prior art keywords
question
dialogue
nuclear
answer
voice data
Prior art date
Application number
PCT/CN2019/078526
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English (en)
Chinese (zh)
Inventor
杨海军
徐倩
杨强
Original Assignee
深圳前海微众银行股份有限公司
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
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Application filed by 深圳前海微众银行股份有限公司 filed Critical 深圳前海微众银行股份有限公司
Publication of WO2020113850A1 publication Critical patent/WO2020113850A1/fr

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H04M3/4936—Speech interaction details
    • 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
    • G06Q30/06—Buying, selling or leasing transactions
    • G06Q30/0601—Electronic shopping [e-shopping]
    • G06Q30/0633—Lists, e.g. purchase orders, compilation or processing
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/26—Speech to text systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements

Definitions

  • the present application relates to the fields of artificial intelligence and telephone cores, and in particular, to a method, system, and readable storage medium for implementing an electric nuclear system.
  • the main purpose of the present application is to provide a method for realizing an electric nuclear system, aiming to solve the technical problem that the existing telephone core needs staff to participate and cannot be a smart telephone core.
  • the present application provides a method for implementing an electric nuclear system.
  • the method for implementing an electric nuclear system includes the following steps:
  • the dialogue question is updated based on the answer and the question decision tree corresponding to the electricity nuclear order.
  • the step of determining an answer based on the voice data and the text content after voice recognition includes:
  • the step of determining the answer based on the task mode type and the reply message includes:
  • the answer corresponding to the fusion result is obtained based on the question and answer knowledge base.
  • the method further includes:
  • the step of determining the answer based on the task mode type and the reply message further includes:
  • the present application also provides an electrical core system
  • the electrical core system includes: a memory, a processor, and an electrical core system implementation program stored on the memory and executable on the processor When the program for implementing the nuclear power system is executed by the processor, any of the steps of the method for implementing the nuclear power system described above is implemented.
  • FIG. 1 is a schematic structural diagram of a nuclear power system in a hardware operating environment involved in an embodiment of the present application
  • FIG. 2 is a schematic flowchart of a first embodiment of a method for implementing a nuclear power system of the present application
  • FIG. 4 is a schematic flowchart of a third embodiment of a method for implementing a nuclear power system of the present application.
  • FIG. 1 is a schematic structural diagram of a nuclear power system in a hardware operating environment involved in an embodiment of the present application.
  • the mobile system can also be equipped with other sensors such as gyroscopes, barometers, hygrometers, thermometers, infrared sensors, etc. No longer.
  • FIG. 1 does not constitute a limitation on the system, and may include more or less components than those illustrated, or combine certain components, or arrange different components.
  • the memory 1005 as a computer storage medium may include an operating system, a network communication module, a client interface module, and an electric core system implementation program.
  • the phone nucleus is a more commonly used method.
  • the system when the nuclear telephone is connected, the system obtains the first dialogue question from the question decision tree corresponding to the customer, and uses speech synthesis technology to convert the dialogue question into a speech and broadcast it to the customer.
  • the customer gives corresponding answers according to the questions of voice playback.
  • the nuclear power system when the nuclear power system receives the voice data fed back by the customer, it performs voice recognition on the voice data, converts it into text content, performs relevant matching and query in the knowledge base of the nuclear power system, and then gives the customer response The corresponding answer. Further, the nuclear power system determines the path in the problem decision tree according to the answer corresponding to the customer's response, that is, the location of the next node, and the problem corresponding to the node location is the next round of dialogue problems of the nuclear power system.
  • the knowledge base consists of two parts: a question and answer knowledge base and a task knowledge base.
  • the question and answer knowledge base is composed of business knowledge, knowledge graph, and chat database. After the electronic nuclear system performs speech recognition on the voice data of the customer's reply, it further determines which knowledge base is used for answer retrieval according to the specific situation, and finally determines the answer corresponding to the customer's reply.
  • Step S5000 After the dialogue question is played to the customer after being synthesized by speech, obtain the delay time of the electric nuclear system
  • the electronic nuclear system After the electronic nuclear system obtains the dialogue question and plays it to the customer through speech synthesis, it is necessary to obtain the customer's reply within a preset duration, that is to say, when the nuclear nuclear system synthesizes the dialogue question through speech synthesis After playing to the client, the system starts timing, and then determines whether the client's response timed out.
  • Step S6000 When the voice data corresponding to the dialogue question is not received within the delay time, it is played back to the client through voice synthesis based on the dialogue question again.
  • the method for implementing the nuclear power system proposed in this embodiment obtains the nuclear power order based on the nuclear power management database, dials the customer phone number corresponding to the nuclear power order at the nuclear power time corresponding to the nuclear power order, and then obtains the nuclear power order
  • the dialogue question corresponding to the order and when the customer's phone is on hold, the dialogue question is synthesized by voice and played back to the customer.
  • the voice data corresponding to the dialogue question is received, based on the voice data,
  • the text content after speech recognition and the dialogue rules update the dialogue question, and then when the dialogue question does not satisfy the call condition, continue to execute the dialogue question corresponding to the electricity nuclear order, and when the client phone is on hold,
  • the step of broadcasting the dialogue question to the client after speech synthesis The nuclear power system selects the next round of dialogue questions according to the preset dialogue rules and the content of each response of the customer, which realizes the intelligentization of the telephone core, improves the service efficiency of the nuclear power, and reduces the cost of the nuclear power.
  • step S3000 includes:
  • the nuclear power system when the nuclear power system receives the voice data fed back by the customer, it performs voice recognition on the voice data, converts it into text content, performs relevant matching and query in the knowledge base of the nuclear power system, and then gives the customer response The corresponding answer.
  • step S3100 includes:
  • Step S3110 when receiving voice data corresponding to the dialogue question, acquiring key information corresponding to the voice data and the text content after voice recognition, and generating reply information based on the key information;
  • Step S3120 determine the task mode type based on the reply message
  • the knowledge base is composed of two parts: a question and answer knowledge base and a task knowledge base.
  • the task mode of the nuclear power system is divided into a first task mode and a second task mode, where the first task mode corresponds to the question and answer knowledge base.
  • the second task mode corresponds to the task knowledge base, and the task mode type is confirmed according to the reply message.
  • the nuclear power system when the nuclear power system receives voice data fed back by the customer, it performs voice recognition on the voice data to generate a reply message, and then the nuclear power system performs relevant matching and query in the knowledge base corresponding to the task mode type , And then give the corresponding answer to the customer's reply.
  • Step S3200 Update the dialogue question based on the answer and the question decision tree corresponding to the electricity nuclear order.
  • the nuclear power system determines the path in the problem decision tree according to the answer corresponding to the customer's response, that is, the position of the next node.
  • the problem corresponding to this node position is the next round of dialogue problems of the nuclear power system, that is, the It is said that the dialogue question is a question obtained from the question decision tree, and the specific content of which node of the question decision tree needs to be determined according to the answer to the previous question provided by the customer.
  • step S3130 includes:
  • Step S3131 when the task mode type is the first task mode, determining a fusion result based on the reply message and a preset algorithm;
  • Step S3132 when the fusion result meets a preset requirement, obtain an answer corresponding to the fusion result based on a question and answer knowledge base.
  • the response message is preprocessed according to a preset algorithm to obtain a fusion result, where the fusion result is used to further determine whether to confirm the answer in the Q&A knowledge base or to chat
  • the library confirms the answer.
  • the nuclear power system obtains the answer corresponding to the fusion result based on the question and answer knowledge base. It should be noted that there are two situations when the fusion result matches the question and answer knowledge base. One is that the fusion result exactly matches an answer of the question and answer knowledge base. At this time, the answer is directly obtained, and the other is the existence and fusion. Answers with similar results, at this time select the highest similarity as the answer.
  • step S3131 it further includes: when the fusion result does not meet the preset requirements, obtaining an answer corresponding to the fusion result based on a chat database.
  • the nuclear power system obtains the answer corresponding to the fusion result based on the chat database.
  • the nuclear power system judges whether the answer is found in the chat database, if the answer is found in the chat database, the nuclear system outputs the answer; if the answer is not found in the chat database, the nuclear system obtains the pre-stored default answer And output the default answer.
  • step S3131 includes: the preset algorithm includes: question matching, search ranking, and knowledge reasoning.
  • step S3130 further includes: when the task mode type is the second task mode, obtaining an answer based on the reply message and the task knowledge base.
  • the nuclear power system when the task mode type is the second task mode, the nuclear power system obtains an answer based on the task knowledge base. The nuclear power system judges whether the target answer is found in the task knowledge base. If the target answer is found in the task knowledge base, the nuclear power system outputs the target answer; if the target answer is not found in the task knowledge base, the nuclear power system Then obtain the pre-stored default answer and output the default answer.
  • the implementation method of the nuclear power system proposed in this embodiment when the task mode type is the first task mode, determines a fusion result based on the reply message and a preset algorithm, and then when the fusion result meets the preset requirements, based on The question and answer knowledge base obtains the answer corresponding to the fusion result. Next, when the fusion result does not meet the preset requirements, the answer corresponding to the fusion result is obtained based on the chat database. When no answer is found in the Q&A knowledge base, go to the chat library to find the answer. Only when no answer is found in the chat library, the default answer is output, which improves the success rate of the nuclear power system to confirm the answer.
  • the readable storage medium of the present application stores a nuclear power system implementation program, and when the nuclear power system implementation program is executed by a processor, the following operations are implemented:
  • the dialogue question is updated based on the answer and the question decision tree corresponding to the electricity nuclear order.
  • the answer is determined based on the task mode type and the reply message.
  • the answer corresponding to the fusion result is obtained based on a chat database.
  • the answer is obtained based on the reply message and the task knowledge base.
  • the voice data corresponding to the dialogue question is not received within the delay time, it is played back to the client through voice synthesis based on the dialogue question again.
  • the methods of the above embodiments can be implemented by means of software plus the necessary general hardware platform, and of course, can also be implemented by hardware, but in many cases the former is better Implementation.
  • the technical solution of the present application can be embodied in the form of a software product in essence or part that contributes to the existing technology, and the computer software product is stored in a storage medium (such as ROM/RAM as described above) , Disks, and CD-ROMs), including several instructions to enable a system device (which may be a mobile phone, computer, server, air conditioner, or network device, etc.) to perform the methods described in the embodiments of the present application.
  • a system device which may be a mobile phone, computer, server, air conditioner, or network device, etc.

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Abstract

La présente invention concerne un procédé de mise en oeuvre pour un système d'authentification basé sur des appels. Le procédé comprend les étapes suivantes consistant à : acquérir un ordre d'authentification basé sur des appels à partir d'une base de données de gestion d'authentification basée sur des appels, et appeler un client, correspondant à l'ordre d'authentification basé sur des appels, à un moment d'authentification basé sur des appels correspondant à l'ordre d'authentification basé sur des appels; acquérir une question de dialogue correspondant à l'ordre d'authentification basé sur l'appel, et pendant que le client est toujours au téléphone, effectuer une mise en oeuvre du texte en parole sur la question de dialogue et reproduire la parole résultante pour le client; lorsque des données vocales correspondant à la question de dialogue sont reçues, mettre à jour la question de dialogue sur la base des données vocales, du contenu de texte acquis par reconnaissance vocale, et une règle de dialogue; et si la question de dialogue mise à jour ne satisfait pas à une condition de fin d'appel, utiliser la question de dialogue mise à jour en tant que question de dialogue, et poursuivre, lorsque le client est toujours au téléphone, l'étape de mise en oeuvre du texte en parole sur la question de dialogue et reproduire une parole résultante pour le client. La présente invention concerne en outre un système d'authentification basé sur des appels , et un support de stockage lisible. L'invention permet d'obtenir une authentification intelligente basée sur des appels pour améliorer l'efficacité de service de l'authentification basée sur des appels.
PCT/CN2019/078526 2018-12-07 2019-03-18 Procédé de mise en oeuvre pour système d'authentification basé sur des appels, système et support de stockage lisible WO2020113850A1 (fr)

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CN201811502367.8A CN109660678A (zh) 2018-12-07 2018-12-07 电核系统实现方法、系统及可读存储介质
CN201811502367.8 2018-12-07

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