Calling platform queuing system based on emotion recognition and implementation method thereof

Abstract

The invention discloses a calling platform queuing system based on emotion recognition and an implementation method thereof. The system comprises an IVR (Interactive Voice Response) automatic voice response module, an emotion analyzing module, a queuing weight analyzing module and a skill group queue module, wherein the IVR automatic voice response module is used for performing shunting processing on users, and collecting feature information in voice processes of user sides; the emotion analyzing module is used for analyzing the feature information to obtain current emotion scores of the users; the queuing weight analyzing module is used for obtaining preprocessing results of user queuing weight analyses according to a queuing strategy; and the skill group queuing module is used for adding the users into corresponding skill group queues according to the emotion scores and the preprocessing results, and making the users access available customer service representatives when the customer service representatives are available in the corresponding skill groups. Through adoption of the calling platform queuing system, the emotion changes of the users during calling can be analyzed; the current emotion scores of the users are obtained through analyses; queuing weights of the users can be adjusted properly according to the emotion scores; differentiated services can be provided according to the emotions of the users; services are preferentially provided for users in urgent needs of the services; and the user satisfaction is improved.

Description

technical field [0001] The invention relates to the technical field of calling platforms, in particular to an emotion recognition-based calling platform queuing system and an implementation method thereof. Background technique [0002] When a user encounters a problem in the process of using a product or service and needs to solve it urgently, and needs to consult the product or service provider, he wants someone to answer his call as soon as possible. At this time, the traditional layered service strategy is adopted. Priority strategy, skill ratio strategy, skill priority strategy, regional strategy, etc. queue up users, which may make the anxious and angry users wait for too long and aggravate the user's dissatisfaction, which in turn will affect the agent. Insults, personal attacks, etc., cause unnecessary physical and mental harm to agents, and aggravate users' dissatisfaction with products or services. The existing queuing strategy cannot perceive the user's emotions, a...

AI Technical Summary

Problems solved by technology

[0002] When a user encounters a problem in the process of using a product or service and needs to solve it urgently, and needs to consult the product or service provider, he wants someone to answer his call as soon as possible. At this time, the traditional layered service strategy is adopted. Priority strategy, skill ratio strategy, skill priority strategy, regional strategy, etc. queue up users, which may make the anxious and angry users wait for too long and aggravate the user's dissatisfaction, which in turn will affect the agent. Insults, personal attacks, etc., cause unnecessary physical and mental harm to agents, and aggravate users' dissatisfaction with products or services. The existing queuing strategy cannot perceive the user's emotions, and cannot adjust the user's queuing weight in a timely manner. While providing differentiated services, user satisfaction is not high

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