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A method and system for human-machine collaborative interaction

A human-computer collaboration and interactive system technology, applied in the field of human-computer interaction, can solve problems such as machine matching errors, push errors, and inability to accurately identify customers, and achieve the effect of improving customer service capabilities, satisfaction and resolution rates

Active Publication Date: 2022-02-22
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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  • A method and system for human-machine collaborative interaction
  • A method and system for human-machine collaborative interaction
  • A method and system for human-machine collaborative interaction

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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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Abstract

The present application discloses a method and system for human-computer collaboration interaction, the method comprising: collecting customer voice; converting the customer voice into text or terms; understanding customer needs according to the text or terms, and giving the highest score Recommend an answer; judge the confidence of the recommended answer, and when the confidence value of the recommended answer is greater than or equal to a predetermined threshold, convert the recommended answer into a voice reply to the customer; when the confidence value of the recommended answer is lower than When the predetermined threshold is reached, the text or term, the understood recommended answer and the corresponding customer voice are forwarded to the silent agent, the silent agent gives the correct answer, and the correct answer is converted into a voice reply to the customer.

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 Patents(China)
IPC IPC(8): G10L15/06G10L15/22G10L15/26G10L13/04G06F40/30G06F16/332
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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