Intelligent customer service voice response system and method

An intelligent voice and voice response technology, applied in the field of computer systems, can solve problems such as affecting the initiative of users in consultation, high labor cost of manual customer service, and aggravating user expenses, so as to reduce labor costs and customer service costs, reduce the number of customer service personnel, The effect of reducing business costs

Active Publication Date: 2019-03-01
MDC TELECOM CO LTD
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  • Claims
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AI Technical Summary

Problems solved by technology

However, manual customer service often has high labor costs, hard to find customers, large personnel turnover, and each manual customer service client needs manual maintenance, so it cannot fully meet the demands of enterprise services and the needs

Method used

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  • Intelligent customer service voice response system and method
  • Intelligent customer service voice response system and method
  • Intelligent customer service voice response system and method

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Embodiment Construction

[0032] In order to make the object, technical solution and advantages of the present invention clearer, the present invention will be further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described here are only used to explain the present invention, not to limit the present invention. On the contrary, the invention covers any alternatives, modifications, equivalent methods and schemes within the spirit and scope of the invention as defined by the claims. Further, in order to make the public have a better understanding of the present invention, in the following detailed description of the present invention, some specific details are described in detail, and those skilled in the art can fully understand the present invention without the description of these details.

[0033] The present invention will be further described below in conjunction with the accompanying drawings and speci...

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Abstract

The invention provides an intelligent customer service voice response system and method. The method comprises the steps as follows: an intelligent voice interaction service platform accepts forwardingof a user call; then a voice recognition module converts voice to text and returns the text back to the intelligent voice interaction service platform; the intelligent voice interaction service platform further transmits the text to an intelligent interaction type AI; the intelligent interaction type AI performs semantic analysis and sends the text to a knowledge base for matching, and then returns a result back to the intelligent interaction type AI; the intelligent interaction type AI sends the received text to a voice synthesis module; the voice synthesis module converts the text into response voice and returns the same back to the intelligent voice interaction service platform via the intelligent interaction type AI; and finally, the intelligent voice interaction service platform returns the response voice back to the user. According to the system and method provided by the invention, the scenarized setting is used, the mode of combining the intelligent customer service system with staff service assistance, the human-computer interaction is more natural, the user experience degree is high, and the labor cost and the customer service cost of the enterprise are reduced.

Description

technical field [0001] The invention belongs to the technical field of computer systems, and in particular relates to an intelligent customer service voice response system and method. Background technique [0002] With the rapid development of Internet technology and modern business, and the improvement of people's service awareness, customer service has spread to all walks of life, and has penetrated into all aspects of daily business services. [0003] The current customer service system usually consists of machine customer service and human customer service. The existing machine customer service is generally an instant messaging tool based on the web version of customer service consultation. If the user is disconnected or the webpage is closed accidentally, it is impossible to communicate with the previous customer service again, and the previous information records cannot be seen, so it is very inconvenient for the user experience. The single function of the online custo...

Claims

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Application Information

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IPC IPC(8): H04M3/493H04M3/51H04M3/527G10L13/02G10L15/26
CPCG10L13/02G10L15/26H04M3/4936H04M3/5166H04M3/5191H04M3/527
Inventor 李志胜王钦锐曹晓明胡连军
Owner MDC TELECOM CO LTD
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