Service flow process realization method and system based on voice calling

Abstract

The embodiment of the invention discloses a service flow process realization method and a service flow process realization system based on voice calling. The system and the method are used for improving the realization intelligence of the service flow process and improving the user experience. The method provided by the embodiment of the invention comprises the following steps that continuous voice signals used for service requests are obtained; the continuous voice signals are subjected to voice identification and are converted into character candidate sequences; the character candidate sequences are subjected to text classification; the service type corresponding to the candidate sequences is determined according to the text classification; whether the service type determined by the current text classification is reliable or not is judged; if the service type determined by the current text classification is determined to be reliable, the execution of the service flow process corresponding to the service type is guided according to the determined service type.

Description

technical field [0001] The invention relates to the technical fields of communication and computer, in particular to a method and a system for realizing a business process based on a voice call. Background technique [0002] In recent years, with the rapid growth of information demand, Interactive Voice Response technology (IVR, Interactive Voice Response) has been widely used in telephone call centers as an efficient and fast interaction method to realize the automation of customer-centric business processes , Alleviate the pressure of agents to handle calls and improve service quality. The existing IVR system mainly adopts the application mode based on button input. When handling automatic services, the user selects the corresponding button layer by layer according to the system prompts to realize menu selection and confirm the service type. [0003] Although the application mode based on button input improves the operation efficiency of the call center through automatic ...

AI Technical Summary

Problems solved by technology

[0003] Although the application mode based on button input improves the operation efficiency of the call center through automatic human-computer interaction, it still has its inherent defects: firstly, in the button-based input mode, due to the limitation of the number of buttons, the self-service services provided by the system The types are also easily limited, and many businesses still require manual support, which increases the workload of customer service personnel; secondly, in order to provide as much business support as possible, the system usually chooses to design business options into a multi-layer menu in a tree structure according to categories. And in practical applications, users are required to follow the system prompts to confirm layer by layer

This method based on the tree structure requires high familiarity with the user's business. The user can only reach the final business processing goal after successfully completing multiple accurate menu item selections; Customers bring unpleasant user experience, causing customers to tend to manual services, which greatly reduces the use value of the IVR automatic service system

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