Unattended intelligent telephone inquiry method, system and device in securities field

A smart phone and field technology, applied in the field of multimedia communication, can solve the problems of increasing customer service operating costs and increasing cost pressure on operators

Inactive Publication Date: 2018-12-18
武汉优品楚鼎科技有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

With the growth of business volume, the operating cost of its customer service

Method used

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  • Unattended intelligent telephone inquiry method, system and device in securities field
  • Unattended intelligent telephone inquiry method, system and device in securities field
  • Unattended intelligent telephone inquiry method, system and device in securities field

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specific Embodiment ， Embodiment 1

[0052] Such as figure 1 As shown in the process steps, the present invention provides an unattended smart phone inquiry method in the securities field, which is used to realize ASR and TTS functions in the CTI system, and the method steps for its specific implementation are as follows:

[0053] Step 1, the user dials the phone, and the CTI system module automatically answers the incoming line and plays a welcome voice.

[0054] When the user dials a call, the CTI system module automatically answers the incoming line, and the CTI system module establishes the Channel A from the user to the CTI system module through the Condition node of the incoming telephone route, and automatically plays the pre-recorded CTI system module after the call is connected. Welcome voice; at the same time, the CTI system module saves Session variables and SIP information to ChannelA.

[0055] Step 2, the CTI system module monitors the user's voice input. The user asks questions according to the IV...

Embodiment 2

[0078] Such as Figure 4 As shown in the system frame diagram, the present invention provides an unattended smart phone inquiry system in the field of securities based on the above method, and the system includes the following:

[0079] The CTI system module is used to automatically answer the incoming line, establish Channel A through the incoming telephone route for call connection; save the Session variable and SIP information to Channel A; modify the Status value of the Session variable, and execute it within the preset monitoring time voice input monitoring; obtain the voice data packet of Channel A and call the sub-process record session to save the voice data packet as an audio file on the local disk; import the voice data packet and SIP information into the Mod_unimrcp module and establish the same MRCPServer through the MRCPClient client Channel B of the server; obtain the keywords / words generated by the voice and semantic analysis of the voice data packets by the MRC...

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Abstract

The invention discloses an unattended intelligent telephone inquiry method, a system and a device in the securities field. The technical contents are as follows: when a user dials a telephone number,the user enters a CTI system to automatically answer an incoming line and plays a welcome speech voice; when the user dials a telephone number, the user enters a CTI system to automatically answer anincoming line and plays a welcome speech voice; according to the IVR voice prompt, the user speaks out his own problems, such as checking the stock, checking the service expiration time and so on; CTIrecognizes the user's speech and obtains the keywords to execute the corresponding voice routing; for example, after the user has said the stock name, CTI recognizes the stock name, invokes the queryinterface, checks the current stock price, synthesizes the text into speech, and plays it to the user. The invention can provide more intelligent and quick inquiry service for users, and plays an important role and application significance for intelligent management and more efficient service to customers of enterprises aiming at telemarketing and customer service teams.

Description

technical field [0001] The present invention relates to the present invention relates to multimedia communication technology including speech and text, relates to ASR (Automatic Speech Recognition, speech recognition) and TTS (Text to Speech, speech synthesis) key technologies in the field of communication, especially relates to a Telephone intelligent question answering method, system and device in the field. Background technique [0002] In the age when the Internet was not yet developed, people could only conduct business consultation through customer service calls. For customers, after the call is connected, they need to listen to the lengthy voice prompts and select the service they need by pressing the keys several times during the process. For example, after entering the ID card number or bank card number in the bank customer service call, they must press the # key to end, etc. , its method of operation is complicated. In addition, the options of voice prompts in th...

Claims

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Application Information

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IPC IPC(8): H04M3/493H04M3/527G10L13/02G10L15/22G10L15/26G10L15/30G06Q40/04
CPCG06Q40/04G10L13/02G10L15/22G10L15/26G10L15/30G10L2015/223H04M3/4936H04M3/527
Inventor 林志盈黄东
Owner 武汉优品楚鼎科技有限公司
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