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Call processing method and device, server, storage medium and system

A call processing and server technology, applied in the field of communication, can solve the problem of low call processing efficiency, achieve the effect of guaranteeing the overall service level, improving processing efficiency, and improving accuracy

Active Publication Date: 2019-10-29
HUAWEI TECH CO LTD
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] The embodiment of the present disclosure provides a call processing method, device, server, storage medium and system, which can solve the problem of low call processing efficiency in the related art

Method used

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  • Call processing method and device, server, storage medium and system
  • Call processing method and device, server, storage medium and system
  • Call processing method and device, server, storage medium and system

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Embodiment Construction

[0066] Before explaining the embodiments of the present disclosure in detail, some key terms involved in the embodiments of the present disclosure will be explained first.

[0067] Speech recognition: Speech recognition technology is a technology that converts the voice signal of human speech into text information that can be recognized by the computer, so that the computer system can understand human language. In traditional call centers, it is often used to replace buttons with voice. In intelligent customer service In the era, it is mainly used in voice navigation and human-computer voice interaction scenarios.

[0068] Speech synthesis: Speech synthesis technology is a technology that converts text information into speech and plays it out in the form of speech. It can automatically convert text into continuous human speech in real time. In traditional call centers, it is often used for playback that needs to change according to business content. In the era of intelligent c...

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Abstract

The invention provides a call processing method and device, a server, a storage medium and a system, and belongs to the field of communication. The method comprises the steps that the call processingprocess of an artificial intelligence AI robot is monitored in real time, an interactive text of a call is obtained, and the interactive text comprises a user question recognition result and a question reply; a service level value of the AI robot for the call is obtained based on the interactive text; and when the service level value meets a first preset condition, intervention operation is performed on the call through target agent equipment. According to the invention, the service level of the AI robot is evaluated; when the service level value meets a preset condition, the manual service agent is automatically triggered to intervene, the manual service agent only assists the call processing process of the AI robot, and the problem that the manual service agent occupies too long time when directly undertaking the call is solved, so that the working efficiency of the manual service agent and the overall service level of the system are guaranteed, and the call processing efficiency isimproved.

Description

technical field [0001] The present disclosure relates to the communication field, and in particular to a call processing method, device, server, storage medium and system. Background technique [0002] As an important bridge of communication between enterprises and customers, call centers accept incoming and outgoing calls through various channels such as voice, text, and video, provide users with a good service experience, and play a key role in maintaining customers and improving business for enterprises. In recent years, breakthroughs in artificial intelligence technology have brought new opportunities for the development of call centers. Using artificial intelligence (AI) technology to allow AI robots to assist people and replace people with AI robots has become the development trend of the customer service industry. . However, affected by the current level of intelligent voice and natural language processing technology, in the complex language environment and different...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/523H04M3/56H04M3/51
CPCH04M3/5233H04M3/56H04M3/5191H04M3/4936H04M3/5166H04M3/5175H04M2201/40H04M2203/5018G06F40/30H04M3/20H04M3/2218H04M3/2227H04M3/4217H04M3/4365H04M2203/401
Inventor 毛国峰陈荣国
Owner HUAWEI TECH CO LTD
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