Automatic answering system and method applied to dialogue scene

Abstract

An automatic answering system and method applied to a dialogue scene belong to the technical field of telephone communication and comprise a client conversation processing module and an AI conversation engine module. The client session processing module is used as an interaction forward adaptation layer, assists the scene dialogue forward content identification and event identification, and comprises a client module and a voice gateway module; and the AI session engine module is used for recording and controlling the current session state and issuing different instructions to the client session processing module in combination with events transmitted by the voice gateway module. According to the present invention, the knowledge retrieval is fast, the access forms are diversified, a voice mode, a text mode or a voice-text mixed mode can be adopted, and other service transfer channels can be expanded. Compared with the conventional intelligent voice access, the method and the system aremore flexible and are wider in application range.

Description

technical field [0001] The invention belongs to the technical field of telephone communication, and in particular relates to an automatic answering system and method applied to dialogue scenes. Background technique [0002] In the process of daily communication between enterprises and customers, a lot of labor costs and personnel energy are required. Marketing service personnel have different knowledge and experience, and at the same time have characteristics such as understanding, expression, emotion, and spoken language, resulting in uneven service effects and affecting service quality. with the result. Therefore, intelligent voice was born to replace the communication between agents and customers. [0003] At present, intelligent voice can realize real-time understanding of human voice and language through ASR (real-time speech recognition) and NLP (natural language understanding), and carry out AI intelligent communication in scenarios such as customer service and sales...

AI Technical Summary

Problems solved by technology

[0004] Although the existing solution can support the language communication between the voice gateway module and human beings, it is mainly in the form of one question and one answer between people and the voice gateway module. It is difficult to achieve human-level interjection communication, which is relatively rigid and unnatural

In response to the sudden interruption of visitors, if the voice gateway module is indifferent, it will appear impolite and unfriendly. Or ask questions, it is difficult to achieve timely and fast communication; on the other hand, visitors may interrupt and ask more urgent questions. If you do not switch to the relevant problem node in time, the customer's time will be wasted

To sum up, the existing intelligent voice voice gateway module and human voice communication solutions still need to be improved in terms of interactive experience and communication efficiency

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