Intelligent quality inspection method and system for voice communication
A voice call and voice technology, which is applied in voice analysis, transmission system, voice recognition, etc., can solve the problems that there is no diversity of voice application scene requirements considered in the technical solution, and there is no solution to provide voice data information recognition, etc., to achieve accuracy Customer voice service, improve customer experience, and monitor the effect of compliance
Inactive Publication Date: 2020-05-08
上海浩琨信息科技有限公司
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Problems solved by technology
The problems in this patent are 1. The diversity of requirements of specific voice application scenarios is not considered in the technical solution
3. It only provides a collection and processing solution for voice data, and does not provide a solution for providing voice data information recognition from the Internet to the mobile terminal
Method used
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[0046] The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the drawings in the embodiments of the present invention.
[0047] An embodiment, an intelligent quality inspection method for voice calls, which is used for return visits to bank customers who have newly issued cards, can effectively improve the call recognition accuracy of intelligent voice return calls and improve the efficiency of return visits.
[0048] Specifically, firstly, a service list of customer voice calls is established from the bank customer service system, including the customer's name, contact number, and relevant customer business information.
[0049] The principle of the method of the present application will be described below in combination with specific call scenarios.
[0050] The specific network service platform sends an outbound call service to the mobile phone client through the communication server to gener...
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The invention provides an intelligent detection method and system for voice communication. Specifically, in a voice communication scene from an Internet terminal to a mobile phone terminal, through the outbound device, a communication channel between the Internet terminal and the client mobile phone terminal is opened on the basis of a websocket protocol and a webrtc protocol at the Internet terminal, and voice media stream information of the Internet terminal and the client mobile phone terminal is sent to the opposite side to realize real-time communication between the Internet terminal andthe client mobile phone terminal. Voice media information stream transmission of both parties of a call in a channel is completed through a communication server, and media sound streams transmitted through the channel are captured and media sounds are exported by using a telephone soft switch platform. A quality inspection result is obtained by performing semantic analysis and emotion monitoring on the voice data, and feedback is executed on the quality inspection result to supervise voice service compliance and accurate customer voice service, so that the customer experience is improved.
Description
technical field [0001] The present invention relates to intelligent voice recognition technology, in particular to a method of sending voice data information from the Internet to a mobile phone, processing voice through acquisition and export during the two-way data transmission process, and converting the processed information into recognizable semantic and emotional monitoring information, through The monitoring information realizes the intelligent detection of the voice call process to achieve the functions of voice intelligent recognition, detection and execution feedback, and realizes the purpose of accurately identifying the call quality. Background technique [0002] Intelligent speech technology is a cutting-edge technology field that has been hotly researched in the field of artificial intelligence in recent years. Its essence is to realize language communication between human and machine through computer science and artificial intelligence science. In related tech...
Claims
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IPC IPC(8): G10L25/63G10L15/00G10L15/02G10L15/04G10L15/06G10L15/26G10L15/30G10L25/60G10L25/72G10L25/78H04L29/08
CPCG10L25/63G10L25/60G10L25/72G10L15/005G10L15/02G10L15/04G10L15/063G10L25/78G10L15/30H04L67/02
Inventor 魏云波张朋周琦
Owner 上海浩琨信息科技有限公司