Phone-call recording access failure reason recognizing method

Abstract

The invention belongs to the field of voice recognition, and particularly relates to a phone-call recording access failure reason recognizing method. The method comprises the following steps: markingaccess failure reasons by signals; if reasons cannot be obtained by signal classification, extracting an audio fingerprint characteristic sequence from to-be-recognized phone-call recording, and searching from an audio fingerprint database by the sequence; if matched fingerprints can be found out, marking the access failure reason for to-be-recognized phone-call according to access failure reasonlabels in fingerprint key values; and if the matched fingerprints cannot be found out, recognizing audio contents into text contents by automatic voice recognition, classifying in an access failure document classifying model by a text classifying method on the basis of the contents, and marking the to-be-recognized phone-call recording by access failure reason classifying results obtained by classification. The method can recognize recording files in an offline manner, streaming phone-call voice can also be recognized, the universality is high, and the phone-call recording access failure reason recognizing method is suitable for different application scenarios of the call center.

Description

technical field [0001] The invention belongs to the field of voice processing, relates to the field of audio fingerprint identification and telephone outbound service, and in particular relates to a method for identifying the cause of a telephone failure. Background technique [0002] Active outbound calling is an important value-added service in the telecom industry, carrying many important service contents such as public information push, business promotion, customer communication and service follow-up. [0003] In the active telephone outbound service, the customer code number is the most important business resource, and the service benefit will be significantly restricted by the utilization rate of the code number resource, especially for the number that fails to call successfully, its handling strategy will directly affect to the operational level of the business. For example: if a simple abandonment strategy is adopted for the code numbers of unconnected calls, on the...

AI Technical Summary

Problems solved by technology

Since this method requires a human to listen to the complete recording of unanswered calls, and each person can only handle one call at a time, it is extremely inefficient

When the call center business expands and the communication volume grows to a certain scale, this manual method will seriously reduce the efficiency and reliability of business operations

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