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Data retrieval method and device

A data retrieval and database technology, applied in the field of communications, can solve the problems of accuracy dependence, affecting retrieval accuracy and retrieval efficiency, and low retrieval result accuracy and retrieval efficiency.

Inactive Publication Date: 2016-07-13
HUAWEI SOFTWARE TECH
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] However, in the above data retrieval process, when the customer service personnel retrieve from the knowledge database, if they want to quickly retrieve the retrieved data with a high degree of matching and correlation with the user's voice information, it is necessary for the customer service personnel to have rich personal business knowledge. Experience and high personal business skills, the accuracy of the search results depends too much on the personal business experience and skills of the customer service personnel; and, the customer service personnel will inevitably make some retrieval errors due to negligence or carelessness during the retrieval process, then It will affect the accuracy and retrieval efficiency of retrieval, resulting in low accuracy and retrieval efficiency of retrieval results

Method used

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Examples

Experimental program
Comparison scheme
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Embodiment 1

[0102] An embodiment of the present invention provides a data retrieval method, such as figure 1 shown, including:

[0103] S101. The call center server receives voice information sent by a user terminal, and acquires text information obtained by performing text conversion on the voice information.

[0104] Wherein, the user may initiate a voice communication request to the call center server through the user terminal, so as to send voice information to the call center server after establishing a voice communication link between the user terminal and the call center server. Wherein, the voice information sent by the user terminal is composed of at least one voice segment whose dimension is a sentence.

[0105] It should be noted that the call center server in the embodiment of the present invention may be a call center management server that receives calls from users from operators that can provide communication services to users.

[0106] S102. The call center server acquir...

Embodiment 2

[0121] An embodiment of the present invention provides a data retrieval method, such as figure 2 shown, including:

[0122] S201. The text analysis server receives the text information sent by the call center server, where the text information is converted by the call center server according to the voice information.

[0123] Wherein, the text information is composed of at least one text segment, and the speech information is composed of at least one speech segment with a sentence as a dimension.

[0124] The call center server can send a voice segment to the voice analysis server after receiving a voice segment sent by the user terminal during voice communication with the user terminal, so that the voice analysis server converts the voice segment into a text segment; call After receiving the text segment sent by the voice analysis server, the central server may send the text segment to the text analysis server.

[0125] S202. The text analysis server performs text analysis...

Embodiment 3

[0135] An embodiment of the present invention provides a data retrieval method, which is applied when the call center server is integrated with a text conversion module capable of performing text conversion on speech information and capable of performing text conversion on the text information obtained by text conversion of the speech information by the text conversion module. The analyzed text analysis module, that is, the call center server can perform text conversion on speech information, and then perform text analysis on the text information obtained through text conversion in a specific scenario.

[0136] In this application scenario, such as image 3 As shown, the data retrieval method may include:

[0137] S301. The call center server reads first retrieval data stored in the knowledge database, where the first retrieval data is any retrieval data stored in the knowledge database.

[0138] S302. The call center server acquires a second word segmentation set identified ...

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Abstract

The embodiment of the invention discloses a data retrieval method and device and relates to the technical field of communication.The data retrieval method and device are used for improving retrieval result accuracy and retrieval efficiency.According to the specific scheme, the data retrieval method comprises the steps that a call center server receives a voice message sent by a user terminal, and a text message obtained by carrying out text conversion on the voice message is obtained; a first segmentation set recognized by carrying out text analysis on the text message is obtained, wherein the first segmentation set comprises at least one text segmentation; a keyword index list of retrieval data stored in a knowledge database is searched for retrieval keywords matched with the text segmentations in the first segmentation set, wherein the keyword index list contains at least one keyword index entry, and the keyword index entry contains retrieval keywords and identities of retrieval data corresponding to the retrieval keywords; the retrieval data indicated by the identifies of the retrieval data corresponding to the found retrieval keywords is retrieved in the knowledge database.The data retrieval method and device are used in the data retrieval process.

Description

technical field [0001] The invention relates to the field of communication technology, in particular to a data retrieval method and device. Background technique [0002] With the rapid development of informatization, the amount of information reserves in various industries or fields is also increasing. For example, in order to be able to provide users with more comprehensive, fast and accurate services such as business consultation and tariff inquiry, an operator that provides communication services to users has built a knowledge database that can be retrieved by the customer service personnel of the telecom operator. [0003] Among them, after the customer service personnel connect to the voice communication with the user through the call center server, they can identify the search keywords from the user voice information according to their personal business experience and skills; then input the search keywords into the knowledge database, and the knowledge database Match ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F17/30
Inventor 赵荣乾
Owner HUAWEI SOFTWARE TECH
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