An intelligent customer service voice response system and method

Abstract

The present invention provides an intelligent customer service voice response system and method. The method includes that the intelligent voice interactive service platform accepts the call transfer of the user, and then the voice recognition module converts voice to text and returns the text to the intelligent voice interactive service platform. , the intelligent voice interaction service platform then transmits the text to the intelligent interactive AI, which performs semantic analysis and sends the text to the knowledge base for matching, and then returns the result to the intelligent interactive AI, which will receive The received text is sent to the speech synthesis module, and the speech synthesis module converts the text into a response voice and returns it to the intelligent voice interaction service platform through the intelligent interactive AI, and finally returns it to the user by the intelligent voice interaction service platform. Setting, the combination of intelligent customer service system and manual customer service assistance, the human-computer interaction is more natural, the user experience is high, and the labor cost and 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...

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 of modern society

At the same time, more proactive behaviors also increase the user's expenses and affect the initiative of users to consult. Therefore, the development of intelligent customer service has always been an urgent need in the industry.

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