Voice interaction method and device and express delivery service system

Abstract

The invention provides a voice interaction method and device and an express delivery service system. The method comprises the following steps: receiving a telephone call instruction of a client; acquiring voice information of the client, performing content identification on the voice information, and acquiring key information; searching target information related to the key information in the datasystem; and synthesizing the target information into voice and sending the voice to the client. According to the invention, when a customer dials a customer service hotline, a telephone can be directly accessed to the intelligent customer service, and the intelligent customer service carries out content identification according to the voice information of the customer, obtains key information, searches target information in a data system in an express service system and feeds back the target information to the customer. Compared with the prior art, the method is not limited by manual customerservice, the number of the manual customer service can be reduced, and the labor cost is saved. Meanwhile, tedious key operation is not needed, the intelligent customer service staff can feed back corresponding content to the customer according to the voice information of the customer, and the experience of the customer is improved.

Description

technical field [0001] The present application relates to the field of telephone customer service, in particular, to a voice interaction method, device and express delivery service system. Background technique [0002] At present, the mainstream customer service in the society is still dominated by manual customer service. Human customer service is personalized and flexible, and the communication process is emotional, which can enhance customers' perception. However, there is also the problem of low service efficiency. In addition, the number of manual customer service personnel is limited, and customers will queue up, resulting in customer problems that cannot be dealt with in a timely manner. In addition, in order to refine the service process of the existing business, when providing business services to customers, the customer will be asked to choose a different operation process according to the type of business, and then transfer to the corresponding manual customer se...

AI Technical Summary

Problems solved by technology

[0003] The purpose of the embodiment of the present application is to provide a voice interaction method, device and express delivery service system to improve the problem of "the current customer service is limited by manual customer service and cumbersome button operations lead to poor customer experience"

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