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Call center system and voice interaction method, device and equipment thereof

A voice interaction and call center technology, applied in voice analysis, voice synthesis, voice recognition, etc., can solve the problems of blunt voice response and lower user experience, and achieve the effect of improving user experience and language affinity

Inactive Publication Date: 2018-11-09
SHANGHAI HANGDONG TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] However, in the interactive voice response process in the prior art, the response voice of the "robot operator" is too blunt and dull, so that the user can immediately tell that it is a machine response rather than a manual response, which greatly reduces the user experience.

Method used

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  • Call center system and voice interaction method, device and equipment thereof
  • Call center system and voice interaction method, device and equipment thereof

Examples

Experimental program
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Embodiment Construction

[0040] The core of the present application is to provide a call center system and its voice interaction method, device, equipment and computer-readable storage medium, so as to effectively enhance the language affinity of the machine when answering, thereby improving user experience.

[0041] In order to describe the technical solutions in the embodiments of the present application more clearly and completely, the technical solutions in the embodiments of the present application will be introduced below in conjunction with the drawings in the embodiments of the present application. Apparently, the described embodiments are only some of the embodiments of this application, not all of them. Based on the embodiments in this application, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts belong to the scope of protection of this application.

[0042] In order to make the interactive voice response device as a "robot operator" hav...

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Abstract

The invention discloses a voice interaction method, and the method comprises the steps: determining a first manual service agent after a call line between a call object and a call center system is insignal connection; searching a TTS real live voice library of the first manual service agent from a pre-stored TTS live voice library; calling a voice recognition module to perform voice recognition of a voice signal after receiving the voice signal of the call object, so as to obtain the call content of the call object; calling a preset voice response rule algorithm, and determining a response script file corresponding to the call content; calling the TTS live voice library of the first manual service agent, and replying the content of the response script file to the call object. The method employs the TTS live voice library to obtain a synthesized voice with a live voice tone, and effectively improves the language affinity and user experience. The invention also discloses the call centersystem, a voice interaction device and equipment thereof, and a computer readable storage medium, which also have the above-mentioned beneficial effects.

Description

technical field [0001] The present application relates to the technical field of intelligent communication, in particular to a call center system and its voice interaction method, device, equipment and computer-readable storage medium. Background technique [0002] The call center system is a comprehensive information service system that uses computer communication technology to provide services to users in the form of calls. [0003] The call mode of the call center system has two types: incoming call and outgoing call. The incoming call mode is to answer the call initiated by the user, so as to respond to the user's telephone inquiry; the outgoing call mode is to actively initiate a call to the user in order to communicate with the user. Communication of business information. Since many traffic contents are simply retelling the same content to different users, with the increase of calls and various service responses, Interactive Voice Response (IVR) technology emerges as ...

Claims

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Application Information

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IPC IPC(8): H04M3/493H04M3/51G10L13/02G10L13/08G10L15/26
CPCG10L13/02G10L13/08G10L15/26H04M3/4936H04M3/5166
Inventor 朱宇光
Owner SHANGHAI HANGDONG TECH CO LTD
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