Service method and device of customer service system

A service method and technology of a customer service system, applied in the field of service methods and devices of a customer service system, to achieve the effects of reducing fatigue pressure, improving service quality, and reducing speech volume

Active Publication Date: 2018-06-19
CHINA MOBILE COMM LTD RES INST +1
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] Embodiments of the present invention provide a service method and device for a customer service system to solve the problem of how to improve the service quality of the customer service system in the prior art, thereby improving user experience

Method used

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  • Service method and device of customer service system
  • Service method and device of customer service system

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Embodiment Construction

[0053] The specific implementation of the service method and device of the customer service system provided by the embodiment of the present invention will be described in detail below with reference to the accompanying drawings.

[0054] A service method of a customer service system provided by an embodiment of the present invention, such as figure 1 As shown, it specifically includes the following steps:

[0055] S101. Receive a speech synthesis instruction;

[0056] S102. Determine the speech text to be synthesized according to the received speech synthesis instruction;

[0057] S103. According to the determined voice text to be synthesized, and the voice parameter model library established in advance according to the voice of the customer service personnel currently answering the call, synthesize the voice of the voice text to be synthesized with the characteristics of the voice of the customer service personnel;

[0058] S104. Receive an instruction from the customer se...

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Abstract

The invention discloses a service method and a service device of a customer service system. The method comprises the steps of receiving a speech synthesis command; determining a speech text to be synthesized according to the received speech synthesis command; synthesizing speech, with the tone feature of a customer service person, of the speech text to be synthesized according to the determined speech text to be synthesized and a speech parameter model base pre-built according to the tone of the customer service person currently answering a call; and receiving a command of the customer serviceperson, and playing a sentence composed of the synthesized speech and/or the artificial speech of the customer service person. The sentence composed of the synthesized speech with the tone feature ofthe customer service person and/or the artificial speech of the customer service person is played to the user, so that the speech amount of the customer service person during an artificial service process is greatly reduced, and fatigued pressure of the customer service person is reduced, and a user thinks that the customer service person talks with him/her all the time, so that the quality of service of the customer service system is improved, and the user experience is enhanced.

Description

technical field [0001] The invention relates to the field of communication technology, in particular to a service method and device of a customer service system. Background technique [0002] At present, the customer service systems of China Mobile, China Unicom, and China Telecom are usually composed of machine customer service and human customer service. During the telephone service process, when a conversation message from a user is received, the machine customer service is provided first. When the user thinks that the machine customer service cannot solve the problem he raised, he can manually select the manual customer service and consult with the manual customer service. [0003] In the current customer service system, the voice of the machine customer service is relatively monotonous and boring, and it does not sound as vivid as natural language. Moreover, the machine customer service does not have the ability to respond on the spot and can solve limited problems. Th...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/527G10L13/00G10L13/02G10L15/30
CPCG10L13/00G10L13/02G10L15/30H04M3/527
Inventor 王朝民
Owner CHINA MOBILE COMM LTD RES INST
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