Control method and control device

A control method and technology of a control device, which is applied to automatic switching offices, telephone communications, instruments, etc., and can solve problems such as low efficiency and long time

Inactive Publication Date: 2017-01-11
MIDEA GRP CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Moreover, after the customer is connected, the customer service agent needs to go through a series of conversations with the customer to understand the user's problem, which makes the customer service agent take a long time to serve each customer and is inefficient

Method used

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  • Control method and control device
  • Control method and control device
  • Control method and control device

Examples

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Embodiment Construction

[0051] Embodiments of the present invention are described in detail below, and examples of the embodiments are shown in the drawings, wherein the same or similar reference numerals denote the same or similar elements or elements having the same or similar functions throughout. The embodiments described below by referring to the drawings are exemplary, are only for explaining the embodiments of the present invention, and should not be construed as limiting the embodiments of the present invention.

[0052] see figure 1 , the embodiment of the present invention provides a control method, which can be used in a customer service system. The control method includes the following steps:

[0053] S01, judging whether to connect to the customer call;

[0054] S02, playing a predetermined audio for guiding the customer to explain the demand when the customer's phone is connected to obtain the customer's voice input;

[0055] S03, recognizing voice input to obtain corresponding text;...

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Abstract

The invention discloses a control method used for a customer service system. The control method comprises the steps of judging whether to put through a customer call; when the customer call is put through, playing predetermined audio used for guiding a customer to explain requirements so as to acquire voice input of the customer; recognizing the voice input to obtain a corresponding text; extracting key information of the text; judging whether to put through a customer service seat; and when the customer service seat is put through, controlling a screen corresponding to the customer service seat to display the key information. Thus, when the seat puts through the customer call through transfer, questions of the customer can be answered quickly, thereby improving the efficiency of the customer service system. The invention further discloses a control device used for the customer service system.

Description

technical field [0001] The invention relates to speech recognition technology, in particular to a control method and a control device of a customer service system. Background technique [0002] For the current customer service center, the customer needs to wait for a long time to get through to the customer service seat after the call is connected. Moreover, after the customer is connected, the customer service agent needs to communicate with the customer through a series of conversations to understand the user's problem, which makes the customer service agent take a long time to serve each customer and is inefficient. Contents of the invention [0003] Embodiments of the present invention aim to solve at least one of the technical problems existing in the prior art. Therefore, the embodiments of the present invention need to provide a control method and a control device for a customer service system. [0004] The present invention provides a control method for controlli...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04M3/523G10L15/26
CPCH04M3/5166G10L15/26H04M3/523
Inventor 周均扬
Owner MIDEA GRP CO LTD
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