Consultation system and method

A consulting system and keyword technology, applied in the field of consulting systems, can solve problems such as consuming user call waiting time and agent operation time, increasing user economic burden, etc., to save button navigation time and call waiting time, save time cost and economy cost, and the effect of improving user experience and operational efficiency

Inactive Publication Date: 2015-08-12
SHANGHAI CTRIP COMMERCE CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] The technical problem to be solved by the present invention is to overcome the defect that the user dials the call center for business consultation in the prior art, which requires the user to select the key input multiple times, consumes a lot of cal

Method used

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  • Consultation system and method
  • Consultation system and method

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0048] Such as figure 1 As shown, the present embodiment provides a consulting system, which includes a matching database 1, the matching database 1 includes a plurality of preset words and the corresponding relationship between each preset word and a customer service seat, and the consulting system also includes a broadcast module 2, a collection module 3, a conversion module 4, an extraction module 5, a matching module 6, a first judgment module 7, a query module 8, a first transfer module 9, a sending module 10 and a supplementary module 11.

[0049] The broadcast module 2 is used to perform IVR voice broadcast after the incoming call is connected;

[0050] The collection module 3 is used to collect a voice signal during the IVR voice broadcast, and interrupt the IVR voice broadcast while collecting the voice signal;

[0051] The conversion module 4 is used to convert the voice signal into the first voice text;

[0052] The extracting module 5 is used to extract keywords...

Embodiment 2

[0072] This embodiment includes all components in Embodiment 1, and the functions of these components in this embodiment are the same as those in Embodiment 1. This embodiment differs from Embodiment 1 in that the operations implemented when the matching module fails to match are different from Embodiment 1, specifically as follows:

[0073] The consulting system also includes a comparison module, the supplementary module is used to receive the supplementary voice signal when the matching module 6 fails to match, the conversion module 4 is used to convert the supplementary voice signal into a second voice text, and the extraction module 5 uses Extracting supplementary keywords in the second speech text after parsing the second speech text, both the keywords and the supplementary keywords contain business types;

[0074] The comparison module is used to compare whether the keyword and the supplementary keyword contain the same business type, and if so, the matching module 6 is ...

Embodiment 3

[0088] This embodiment includes all components in Embodiment 1, and the functions of these components in this embodiment are the same as those in Embodiment 1. This embodiment is different from Embodiment 1 in that the operations implemented when the matching module fails to match are different from Embodiment 1, specifically as follows:

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Abstract

The invention provides a consultation system and method. The consultation system comprises: a matching data base, which includes preset words and a corresponding relationship of each preset word and a customer service seat; an acquisition module for collecting a voice signal after a call is connected; a conversion module for converting the voice signal to a first voice text; an extraction module for extracting key words from the first voice text after the first voice text is analyzed; a matching module for matching key words with all the preset words in the matching data base; and a first switching module for switching the incoming call to the customer service seat corresponding to the preset words matching the key word, if the matching is successful. According to the invention, intelligent navigation to a human service seat can be fast realized through a voice mode, so that time and economic cost of a user are saved.

Description

technical field [0001] The present invention relates to a consultation system and method, in particular to a telephone consultation system and a telephone consultation method. Background technique [0002] In today's daily life, people often need to call to book air tickets, hotels, etc., or to inquire about train schedules or refunds, etc. The current process for realizing the above functions is: the user dials the call center, and the call center broadcasts a welcome message, and the voice broadcast During the process, the user's first key operation on the mobile terminal is used as a key interrupt broadcast, and then the IVR (Interactive Voice Response, Interactive Voice Response) menu is broadcast, and the key input is used as the input of the selection menu. After the user key input, the call center will transfer the call to Received to the agent corresponding to the content entered by the user's key, and then can only consult relevant business information after the age...

Claims

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Application Information

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IPC IPC(8): H04M3/493G06F17/30
Inventor 陈晓亮王嘉闻黄鸣
Owner SHANGHAI CTRIP COMMERCE CO LTD
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