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A voice service push method, device and system based on artificial intelligence

A voice service and artificial intelligence technology, applied in the field of computer networks, can solve problems such as harming the interests of customers, difficulty in giving satisfactory answers to users by robot customer service, and damage to the business development of commercial entities.

Active Publication Date: 2021-04-16
SHANGHAI HANGDONG TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] For some unconventional user questions, it is often difficult for robot customer service to give satisfactory answers to users
At present, the most commonly used structure of the customer service center is the coexistence of robot customer service and manual customer service. By default, the robot customer service will receive the user first. When the number of conversations between the robot customer service and the user exceeds the predetermined threshold of manual rounds, the human customer service will be transferred.
In most cases, this method does not capture a suitable transfer point from robot customer service to human customer service
In the existing business environment model, in order to retain customers, or to better provide customers with high-quality services, priority services are generally provided to high-quality customers, that is, in a certain activity, high-quality customers can get their due priority However, in the actual service request, priority cannot be provided, or the high-quality service provided to users is stolen, which not only damages the interests of customers, but also damages the business development of commercial entities. Voice services are A technology that has developed rapidly in recent years, therefore, how to effectively utilize voice technology to realize an effective bridge between business entities and users has become a technical problem to be solved in the present invention

Method used

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  • A voice service push method, device and system based on artificial intelligence
  • A voice service push method, device and system based on artificial intelligence
  • A voice service push method, device and system based on artificial intelligence

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0048] Based on the above deficiencies in the prior art, Embodiment 1 of the present invention provides a method for pushing voice services based on artificial intelligence, which includes the following steps:

[0049] S1. Receive a voice-based service content request sent by a user;

[0050] In this embodiment, when receiving the service content request based on the voice service sent by the user, the user actively sends the service content request to the customer service system. In the system, when the user does not know the detailed information of the purchased item, he needs to know the item information, or after purchasing the item, he needs to consult on the after-sales information, etc., and the voice consultation is performed through a mobile phone or a fixed phone, or the user is on the mobile device. display interface, or the user directly performs voice input on the display interface of the terminal.

[0051] S2. While receiving the service content request, extract...

Embodiment 2

[0061] According to one embodiment of the present invention, the artificial intelligence-based voice service push method of the present invention includes the following steps:

[0062] S201. Receive a voice-based service content request sent by a user;

[0063] In this embodiment, the voice-based service content request sent by the user is received. Before this step, the voice and voiceprint of the user needs to be pre-stored, that is, the voice information of the user is pre-recorded.

[0064] In this embodiment, a voice feature library is provided, which stores the voiceprint feature information of all users. In actual operation, the user can perform voice interaction with the customer service system by dialing a mobile phone or a fixed phone, or the user can Through the Internet human-computer interaction interface, such as app, web page and customer service system for voice interaction, it is necessary to enter the user's voiceprint information before the business interact...

Embodiment 3

[0071] According to one embodiment of the present invention, the artificial intelligence-based voice service push method of the present invention includes the following steps:

[0072] S301. Receive a voice-based service content request sent by a user

[0073] In this embodiment, the content request based on the voice service sent by the user is received, and before receiving the service content request, a verification step for the user is also included, specifically,

[0074] When the user sends a business request, the device camera is turned on to collect face information to determine whether it is a legitimate user. If it is a legitimate user, proceed to the next step. If it is an illegal user, it will prompt the user to fail to log in or to log in again.

[0075] In this step, the user can send business requests through multiple login devices. In practice, the password of the user’s mobile phone or terminal device is deciphered, and an illegal user pretends to be a legitim...

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Abstract

The invention discloses an artificial intelligence-based voice service pushing method, device and system. The voice service push method based on artificial intelligence includes: receiving the voice-based service content request sent by the user; while receiving the service content request, extracting the user's voice feature information, combining the voice feature information with the voice feature database The voice feature information is compared, and if the conditions are met, the priority selection information of human customer service and robot customer service is returned to the user. The present invention deals with three technical levels: speech extraction technology, voiceprint feature comparison text technology, and user identity recognition technology, and solves the security problem in the interaction process between the user and customer service and the autonomy problem of the user's choice of information transmission.

Description

technical field [0001] The invention relates to the technical field of computer networks, in particular to an artificial intelligence-based voice service push method, device and system. Background technique [0002] With the development of the Internet, virtual robots based on artificial intelligence technology are more and more widely used in the field of enterprise user services. Robot customer service does not need to rest, it can respond to users' questions more quickly and standardizedly, communicate with users in the form of voice dialogue or text chat, and liberate human customer service from a large number of repetitive questions and answers. [0003] For some unconventional user questions, it is often difficult for robot customer service to give satisfactory answers to users. At present, the most commonly used structure of the customer service center is the coexistence of robot customer service and human customer service. By default, the robot customer service will...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): G10L25/63H04M3/51H04M3/527G10L25/51
CPCG10L25/51G10L25/63H04M3/51H04M3/527
Inventor 朱宇光
Owner SHANGHAI HANGDONG TECH CO LTD