Method and apparatus for processing return visit voice information

Abstract

The invention relates to a method and apparatus for processing return visit voice information. The method comprises the following steps: obtaining a return visit problem; detecting a voice playing instruction of the return visit problem; when the voice playing instruction of the return visit problem is detected, extracting serial numbers corresponding to splits problem parts in the return visit problem, wherein the splits problem parts comprise to-be-determined information parts and fixed information parts; identifying the splits problem parts in the return visit problem according to the serial numbers; and playing voice according to the identified splits problem parts, wherein the identified splits problem parts are the fixed information parts, inquiring a voice recording file corresponding to the fixed information parts, playing voice according to the inquired voice recording file, and joining the played voice in a speech path established with a client. By adoption of the method and apparatus provided by the invention, the parts requiring manual broadcast in the return visit problem are reduced, thereby greatly improving the broadcast accuracy of the return visit problem.

Description

technical field [0001] The invention relates to the technical field of voice information processing, in particular to a processing method and device for revisiting voice information. Background technique [0002] In the process of telephone business return visits, customer service personnel conduct return visits to customers based on the products purchased by customers. In traditional return visits, customer service personnel conduct return visits to customers by telephone, and telephone return visits are mainly conducted by customer service personnel manually broadcasting return visit questions. of. [0003] However, when there are many customers who need to return visits, customer service personnel need to prepare a large number of return visit questions, and the workload of return visits is heavy. If manual return visits are still used, the efficiency of return visits will be low. At the same time, due to the need to broadcast many return visit questions, when customer p...

AI Technical Summary

Problems solved by technology

[0004] Based on this, it is necessary to provide a processing method for return visit voice information aiming at the problem of low work efficiency in customer return visit work in the prior art

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