Artificial telephone customer service auxiliary system and method

A technology of artificial telephone and auxiliary system, applied in the field of artificial telephone customer service assistance system, can solve the problems of reduced success rate of marketing, poor customer experience, long waiting time for customers, etc., to reduce difficulty, avoid repeated communication, and improve communication efficiency. Effect

Inactive Publication Date: 2017-05-17
XIAMEN KUAISHANGTONG TECH CORP LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] 1. Due to the high requirements for personal abilities (memory ability, thinking ability, quick response ability, etc.), many people cannot engage in this job;
[0005] 2. Due to the personal ability of the customer service personnel, the customer service experience is poor and the work efficiency is low (for example, after the customer asks a question, the customer service personnel need to spend time inquiring about the information, which causes the customer to wait for a long time);
[0006] 3. Due to the efficiency of marketing personnel, the probability of marketing success is reduced

Method used

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  • Artificial telephone customer service auxiliary system and method
  • Artificial telephone customer service auxiliary system and method

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Embodiment Construction

[0036] In order to make the technical problems, technical solutions and beneficial effects to be solved by the present invention clearer and clearer, the present invention will be further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described here are only used to explain the present invention, not to limit the present invention.

[0037] Such as figure 1 Shown, a kind of artificial telephone customer service auxiliary system of the present invention, it comprises:

[0038] The voiceprint recognition module is used to identify the voiceprint information of visitors; the so-called voiceprint (Voiceprint) is the sound wave spectrum that carries speech information displayed by electroacoustic instruments. The production of human language is a complex physiological and physical process between the language center of the human body and the vocal organs. The vocal organs used by people...

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Abstract

The invention discloses an artificial telephone customer service auxiliary system and method. The method includes the following steps: acquiring conversation voice of a visitor, converting the conversation voice to a conversation text, and saving knowledge content required in customer service and the conversation text of the visitor, wherein the conversation text takes voice print of the visitor as an identity label of the visitor; and searching for a corresponding answer from a knowledge base on the basis of the conversation text of the visitor, exhibiting the answer to a customer service worker; and based on the voice print of the visitor, determining whether the current visitor is a new customer or a frequency customer so as to apply different strategies to different types of customer service workers. The system and the method greatly reduce requirements for the capability of the customer service workers. Enterprises do not need to conduct long time training on customer service workers. Customer service workers do not need to memorize a great amount of product information. The system and the method also increase working efficiency, saves cost and reduce work difficulty.

Description

technical field [0001] The invention relates to the technical field of communication, in particular to a manual telephone customer service assistance system and a corresponding method. Background technique [0002] The implementation and application of telephony in communication technology are comparative, and it has already been popularized in various industries and regions around the world. And today with the rapid development of network communication technology, telephone is still the most important means of communication. This is especially true in the field of customer service or marketing. At present, many companies in almost every industry will have a large number of telephone customer service teams or telemarketing teams to solve problems such as pre-sales consultation, after-sales service, and product sales. [0003] The current method generally requires high personal ability of telephone customer service or marketing personnel. In addition to requirements such as ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G10L17/00G10L15/26G06F17/30H04M3/51
CPCG10L17/00G06F16/90332G10L15/26H04M3/51
Inventor 李稀敏蔡振华刘楚刘晓葳朱敬华谭玉坤
Owner XIAMEN KUAISHANGTONG TECH CORP LTD
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