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Voice processing method and device

A voice processing and voice response technology, applied in the field of Internet applications, can solve a large number of problems such as manual operation and maintenance costs, and achieve the effect of saving manual operation and maintenance costs and improving user satisfaction.

Inactive Publication Date: 2015-12-30
BAIDU ONLINE NETWORK TECH (BEIJIBG) CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] However, whether it is real-time voice response or subsequent data processing of recorded calls, manual identification processing is required. Therefore, merchants need to increase more and more manual customer service to cope, so a lot of manual operation and maintenance costs are required.

Method used

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  • Voice processing method and device

Examples

Experimental program
Comparison scheme
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Embodiment 1

[0022] figure 1 It is a flow chart of a voice processing method provided by Embodiment 1 of the present invention. The method of this embodiment can be executed by a voice processing device, which can be implemented by means of hardware and / or software, and can generally be integrated into a website communication In the terminal equipment (for example, desktop, notebook or mobile terminal, etc.) where the tool class or call analysis tool server is located, or as a subroutine of the website communication tool class or call analysis tool class server. The method of this embodiment includes the following operations:

[0023] S11. Obtain voice information of a user, where the user is a sender and / or a receiver;

[0024] Wherein the voice information of the user is obtained above, which user may be selected according to a specific application scenario. For example, when applied to some online customer service call platforms, when the caller calls into the customer service call pl...

Embodiment 2

[0040] figure 2 It is a schematic flowchart of a voice processing method provided by Embodiment 2 of the present invention. This embodiment is an optimization based on the above embodiments. Correspondingly, according to the text data and attribute characteristics, voice response information is generated, including: obtaining the received The station identifier of the speaker, determining a preset training model according to the station identifier of the listener; generating voice response information according to the text data, attribute characteristics and the preset training model. Such as figure 2 As shown, the method provided in this embodiment includes the following operations:

[0041] S21. Obtain voice information of a user, where the user is a sender and / or a receiver;

[0042] S22. According to the acquired voice information, analyze the text data corresponding to the voice information and the attribute characteristics of the user;

[0043]Perform semantic analy...

Embodiment 3

[0059] image 3 It is a schematic flowchart of a voice processing method provided in Embodiment 3 of the present invention, such as image 3 As shown, the method specifically includes:

[0060] S31. Acquiring the voice information of the user, the user being the sender;

[0061] S32. According to the acquired voice information, analyze the text data corresponding to the voice information and the attribute characteristics of the user;

[0062] Optionally in the above operations, the attribute features include: at least one of gender features, age features, and emotional features. By obtaining the user's voice information, the user's emotions can be judged, such as emotional characteristics such as sadness, happiness, surprise, and anger; the user's age and gender can be judged.

[0063] S33. Determine the characteristics of the user's communication intention according to the text data, and filter out harassing calls according to the characteristics of the communication inten...

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Abstract

The invention discloses a voice processing method and a device. The method comprises steps that, voice information of a user is acquired, and the user is a talker and / or a listener; text data corresponding to the voice information and attribute characteristics of the user are parsed according to the acquired voice information; voice response information or a feedback information table is generated according to the text data and the attribute characteristics. The device comprises a voice information acquisition module used for acquiring the voice information of the user, a parsing module is used for parsing the text data corresponding to the voice information and the attribute characteristics of the user, a processing module used for generating the voice response information or generating the feedback information table according to the text data and the attribute characteristics, wherein the user is the talker and / or the listener. Through the method and the device, a problem that voice information processing requires a lot of manual operation in the prior art is solved, manpower operation cost is greatly saved, and the satisfaction degree of the user is improved.

Description

technical field [0001] The embodiment of the present invention relates to the field of Internet application technologies, and in particular to a voice processing method and device. Background technique [0002] With the explosive growth of Internet data, business customer service centers receive more and more frequent customer inquiries. Some business call centers have a call recording function, which can obtain the voice information of the caller in real time, or record and store the call. , for subsequent data analysis and processing. [0003] However, whether it is real-time voice response or subsequent data processing of recorded calls, manual identification processing is required. Therefore, merchants need to add more and more manual customer service to deal with it, so a lot of manual operation and maintenance costs are required. Contents of the invention [0004] Embodiments of the present invention provide a voice processing method and device to automatically proc...

Claims

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Application Information

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IPC IPC(8): G10L15/26H04M3/493H04M3/51
Inventor 杨二谱张红光张立志
Owner BAIDU ONLINE NETWORK TECH (BEIJIBG) CO LTD
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