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Voice recognition method and device, computer equipment and storage medium

A voice recognition and voice frame technology, applied in the computer field, can solve the problems of untimely monitoring and low monitoring efficiency, and achieve the effect of saving time, ensuring timeliness, and improving monitoring efficiency.

Active Publication Date: 2018-11-16
PING AN TECH (SHENZHEN) CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] The embodiment of the present invention provides a voice recognition method, device, computer equipment and storage medium to solve the current problems of untimely monitoring and low monitoring efficiency of voice outbound calls by agents

Method used

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  • Voice recognition method and device, computer equipment and storage medium
  • Voice recognition method and device, computer equipment and storage medium
  • Voice recognition method and device, computer equipment and storage medium

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Embodiment Construction

[0032] The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are some of the embodiments of the present invention, but not all of them. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of the present invention.

[0033] see figure 1 , figure 1 The application environment of the speech recognition method provided by the embodiment of the present invention is shown. The voice recognition method is applied in the outbound call scenario of an agent in a call center. The call center includes a server, a client, and a monitoring end, wherein the connection between the server and the client, and between the server and the monitoring end is through a network. Agents ...

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PUM

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Abstract

The invention discloses a voice recognition method and device, computer equipment and a storage medium. The method comprises the steps that if an outbound operation of a service agent is monitored, anequipment identifier and voice data of the service agent are acquired; the service department to which the service agent belongs is determined; a service text template corresponding to the service department is acquired; voice recognition is conducted on the voice data to obtain a real-time voice text; a matching result is obtained by conducting text matching on the service text template and thereal-time voice text in real time; and a corresponding early warning measure is executed according to the matching result. Real-time monitoring on voice in the outbound process of the service agent isachieved, nonstandard terminologies can be discovered in time, early warning can be conducted, and therefore the monitoring timeliness is guaranteed; and in addition, due to the fact that the outbound operation does not need to be monitored by manually listening to and analyzing a record, time is saved, and the monitoring efficiency is improved.

Description

technical field [0001] The present invention relates to the field of computer technology, in particular to a voice recognition method, device, computer equipment and storage medium. Background technique [0002] The call center consists of an interactive voice response system and a human operator system. The manual call system consists of a sign-in system, a call platform, and an interface machine. In order to provide customer service, customer representatives, that is, agents, need to perform sign-in operations in the sign-in system. The assigned manual service request establishes a call with the customer, that is, the agent makes an outbound call to provide customer service. Usually, according to business needs, different business terms are set for different businesses to provide better service to customers. [0003] Although each agent has been informed of the corresponding business terminology before the outbound call, in real life, due to business transfer or unfamilia...

Claims

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Application Information

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IPC IPC(8): H04M3/22H04M3/51G10L15/26G10L25/51
CPCG10L15/26G10L25/51H04M3/2281H04M3/5175
Inventor 黄锦伦
Owner PING AN TECH (SHENZHEN) CO LTD