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Differentiated automatic responding method and device, computer equipment and storage medium

A differentiated and gendered technology, applied in automatic switching offices, telephone communications, instruments, etc., can solve problems such as poor interaction integrity and rigid settings, and achieve the effect of improving interaction integrity

Active Publication Date: 2019-03-08
PING AN TECH (SHENZHEN) CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] The main purpose of this application is to provide a method, device, computer equipment and storage medium for differentiated self-service response, aiming to solve the drawbacks of the existing self-service response system in the interaction process of rigid settings and poor interaction integrity

Method used

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  • Differentiated automatic responding method and device, computer equipment and storage medium
  • Differentiated automatic responding method and device, computer equipment and storage medium
  • Differentiated automatic responding method and device, computer equipment and storage medium

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Embodiment Construction

[0065] In order to make the purpose, technical solution and advantages of the present application clearer, the present application 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 application, and are not intended to limit the present application.

[0066] refer to figure 1 , an embodiment of the present application provides a differential self-response method, including:

[0067] S1: Collect the current call information of the customer in real time;

[0068] S2: Analyze the current call information to obtain the current call content and current voiceprint information;

[0069] S3: Input the current voiceprint information into the pre-built emotion database, and obtain the current customer emotion representation parameters corresponding to the current voiceprint information through screening, and the emotion databas...

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Abstract

The invention provides a differentiated automatic responding method and device, computer equipment and a storage medium, and relates to the field of voice interaction. The method comprises the steps:current call information of a client is acquired in real time; the current call information is parsed to obtain current call content and current voiceprint information; the current voiceprint information is input to an emotion database, and screening is conducted to obtain a corresponding current client emotion representation parameter; current broadcast content corresponding to a sensitive word in the current call content and a current response voice corresponding to the customer emotion representation parameter are acquired; and the current broadcast content and the current response voice are sent to a client terminal, so that the client terminal broadcasts the current broadcast content by using the current response voice. According to the method, the voiceprint information and call content of the client are acquired in real time in a call process, the client emotion information and the call will are recognized, the broadcast voice is dynamically adjusted according to the client emotion, the corresponding broadcast content is matched according to the current call content, and the integrity of interaction with the client is improved.

Description

technical field [0001] The present application relates to the technical field of voice interaction, in particular to a method, device, computer equipment and storage medium for differential self-service response. Background technique [0002] According to preset scenarios and preset information, the self-service answering system can automatically answer most of the customer's consulting information, thereby greatly reducing the work pressure of customer service personnel, and is widely used in consulting work in various industries, such as phone bill inquiries. However, the existing self-service answering system can only use a single broadcast voice during the interaction with the customer, and its volume, speech rate and emotion cannot be adjusted in real time according to the actual interaction with the customer. The user experience is extremely poor, which can easily lead to early terminal calls, and the consultation function cannot be realized. Contents of the inventio...

Claims

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Application Information

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IPC IPC(8): H04M3/493G10L17/00G10L25/63
CPCH04M3/493H04M3/4936G10L17/00G10L25/63
Inventor 张垒邢艳邹芳李晋占敏敏
Owner PING AN TECH (SHENZHEN) CO LTD