Man-machine cooperation interaction method and system

A technology of human-computer collaboration and interaction method, applied in the field of human-computer interaction, can solve problems such as push errors, machine matching errors, affecting customer experience, etc., to achieve the effect of improving satisfaction and resolution rate, and improving customer service capabilities

Active Publication Date: 2019-07-23
交通银行股份有限公司太平洋信用卡中心
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Traditional voice navigation can quickly identify users' simple questions, but when the types of answers tend to be diversified or users ask more complex questions, machine matching errors are prone to occur, that is, customers cannot be accurately identified, resulting in pushing wrong functions and affecting customer experience

Method used

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  • Man-machine cooperation interaction method and system
  • Man-machine cooperation interaction method and system
  • Man-machine cooperation interaction method and system

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Embodiment Construction

[0048] In the following description, many technical details are proposed in order to enable readers to better understand the application. However, those skilled in the art can understand that without these technical details and various changes and modifications based on the following implementation modes, the technical solution claimed in each claim of the present application can be realized.

[0049] In order to make the purpose, technical solution and advantages of the present invention clearer, the following will further describe the implementation of the present invention in detail in conjunction with the accompanying drawings.

[0050] Explanation of some concepts:

[0051] ASR: Automatic Speech Recognition, automatic speech recognition technology

[0052] NLP: Natural Language Processing, natural language processing program

[0053] TTS: Text to Speech, speech synthesis technology

[0054] IVR: Interactive Voice Response, interactive voice response

[0055] Silent Ag...

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PUM

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Abstract

The invention discloses a man-machine cooperation interaction method and system. The method comprises the steps that customer voice is collected; the customer voice is converted into a text or a term;customer requirements are understood according to the text or the term, and a recommended answer with the highest score is given; the confidence degree of the recommended answer is judged, and when the confidence value of the recommended answer is larger than or equal to a preset threshold, the recommended answer is converted into a voice reply to a client; when the confidence value of the recommended answer is lower than the preset threshold, the text or the term, the understood recommended answer and the corresponding client voice are forwarded to a silent agent; the silent agent gives a correct answer; the correct answer is converted into a voice reply to the client.

Description

technical field [0001] The present invention relates to the technical field of human-computer interaction, in particular to a method and system for human-computer collaborative interaction. Background technique [0002] Interactive Voice Response (Interactive Voice Response), a service that can play a pre-recorded voice to the user after the user enters information through a dual-tone phone, and provide corresponding information. It has the functions of voice mail, fax sending and receiving, etc. In the traditional interactive voice response menu, the user must press the key to clarify their needs, and the machine will finally push the answer to the customer through the key information. Although this method can clarify customer problems, it takes a long time and can only provide several menus for customers to choose, and the business coverage is narrow. [0003] Voice navigation is based on the traditional interactive voice response. In the process of identifying customer i...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G10L15/06G10L15/22G10L15/26G10L13/04G06F17/27G06F16/332
CPCG10L15/22G10L15/26G10L15/063G06F16/3329G10L2015/0638G10L13/00G06F40/30
Inventor 王志伟
Owner 交通银行股份有限公司太平洋信用卡中心
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