Intelligent voice script

A technology of intelligent speech and script, applied in speech analysis, speech recognition, special data processing applications, etc., to achieve the effect of flexible arrangement, realization of intelligence, and reduction of burden

Inactive Publication Date: 2014-05-14
殷程
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] Call center is a voice-intensive industry. It is an ideal choice to apply voice recognition technology to the field of call center, such as the retrieval and classification of recorded data. For real-time communication applications such as system voice and human dialogue, domestic call The central field is still vacant

Method used

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Examples

Experimental program
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Embodiment Construction

[0023] The specific implementation manners of the present invention will be described in detail below with reference to the accompanying drawings.

[0024] Such as figure 1 As shown, the business relationship of the intelligent voice script, its general flow is as follows:

[0025] The speech specialist 101 uses the script editing platform 102 to configure the intelligent voice script 103 and input it into the intelligent voice server 104. The call center 105 uses the script provided by the intelligent voice server 104 to perform automatic voice questionnaire surveys and customer return visits to customers 106.

[0026] Such as figure 2 As shown, the conventional speech technique of the voice process map, its specific information transfer process is as follows:

[0027] The editing of the speech flow map is initiated by the regular speech, and the speech item 201 is the first node item of the regular speech; one or more judgment items 202 can be added to the end node of eac...

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PUM

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Abstract

The invention provides a configuration technology for an automatic voice script of a call center outbound call, which is simplified as an intelligent voice script. Powerful voice script support is provided for an automatic voice conversation function of the call center by the intelligent voice script which is the core in realizing an automatic voice business. Speaking personnel uses a configuration function of the intelligent voice script to establish automatic outbound call voice scripts in various business scenes for the call center so that the automatic outbound call functions of businesses like questionnaire investigation, client review, etc. can be realized. An artificial intelligence technology, a communication technology, a computer technology and an Internet technology are utilized, a part of outbound call work of the call center can be independently completed by computers without direct participation of sitting personnel so that intellectualization of the businesses of the call center is realized.

Description

technical field [0001] The invention relates to the technical field of call centers, in particular to the call center script configuration technology for speech recognition. Background technique [0002] In recent years, my country's call center industry has developed rapidly. Whether it is agent outsourcing or agent platform rental, customer service answering business or outbound marketing business, it involves financial insurance, medical care, training and education, e-commerce, housekeeping services, travel ticketing, government services, etc. Hotline etc. [0003] In the face of a large number of call center business needs, enterprises need to invest a lot of manpower and material resources, and in today's skyrocketing commodity prices, the cost of office space, seat equipment and personnel is extremely high, which limits the rapid development of call center scale. [0004] At the same time, especially in recent years, speech recognition technology has made remarkable p...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51G06F17/24G10L15/30
Inventor 殷程
Owner 殷程
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