Method and device for achieving automatic classification of calling reasons

A technology for automatic classification of incoming calls, applied in the field of artificial intelligence, can solve problems such as increasing call center operating costs, distorting operational analysis results, and affecting agent work efficiency, so as to shorten call processing time, improve accuracy and comprehensiveness, and reduce Effects of memory burden and retrieval burden

Active Publication Date: 2015-03-25
IFLYTEK CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Click errors and incomplete clicks lead to large deviations in data records of reasons for customer calls, and deviations in basic data will directly lead to distortion of operational analysis results
In addition, every c

Method used

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  • Method and device for achieving automatic classification of calling reasons
  • Method and device for achieving automatic classification of calling reasons
  • Method and device for achieving automatic classification of calling reasons

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Embodiment Construction

[0056] In order to enable those skilled in the art to better understand the solutions of the embodiments of the present invention, the embodiments of the present invention will be further described in detail below in conjunction with the drawings and implementations.

[0057] Such as figure 1 Shown is the flow chart of the method for realizing the automatic classification of incoming call reasons in the embodiment of the present invention, including the following steps:

[0058] Step 101, acquiring voice streams of customers and agents.

[0059] Specifically, the voice streams of the agent channel and the customer channel can be obtained by performing real-time audio recording on the agent's client device. For the agent channel, the voice stream input by the agent's microphone can be directly recorded from the physical sound card. The voice stream can be obtained through virtual sound card transfer. For example, install the virtual sound card driver on the client device, and ...

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Abstract

The invention discloses a method and device for achieving automatic classification of calling reasons. The method comprises the steps of obtaining speech flow of clients and a telephone operator, carrying out speech recognition on the speech flow of the clients and the telephone operator to obtain conversation texts, extracting corresponding semantic tag information of the conversation texts, carrying out search in a calling reason index database with the semantic tag information as index to obtain multiple estimated results most proximate to the conversation texts, ranking the estimated results on the basis of a classification model, and confirming calling reason results according to the ranking result. By the adoption of the method and device, memory load and retrieval load of the telephone operator can be relieved, and the accuracy and comprehensiveness of recording of the calling reasons can be improved.

Description

technical field [0001] The invention relates to the technical field of artificial intelligence, in particular to a method and device for realizing automatic classification of incoming call reasons. Background technique [0002] With the continuous development of call center business, the total amount of customer service is increasing, and customers have higher and higher requirements for service quality. In order to improve its own service quality, the call center requires the agents to record the reason for each call, so as to accurately locate the customer's needs, facilitate subsequent business analysis, optimize the business process, and find defects in the company's products and marketing plans. [0003] At present, the record of the reason for the call is mainly through the agent to classify and click on the cause of the call according to the business point of the customer's related company. Specifically, after a call is over, the agent system of the call center will ...

Claims

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Application Information

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IPC IPC(8): G06F17/30G06F17/27G10L15/26
CPCG06F16/35G06F40/30
Inventor 何绵涛刘江王平华梅珂吴玲乔玉平李钊辉荣幸
Owner IFLYTEK CO LTD
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