Man-machine cooperation telephone customer service method and system

Abstract

The invention discloses a man-machine cooperation telephone customer service system. The system comprises a voice robot, a manual service agent group, an incoming call answering device, a telephone call-out device and a record storage device. The voice robot is used for dialogue interaction processing of basic service content with a client and comprises an intention recognition unit, a voice recognition unit, a voice synthesis unit and a dialogue management unit. The incoming call answering device is used for getting through an incoming call of a client and forwarding the incoming call to thevoice robot or the manual service agent group. The telephone call-out device creates a call-out task, different call-out units are selected for dialing operation according to different types of call-out tasks, and the call-out units comprise a predictive call-out unit and a preview call-out unit. In addition, the invention also discloses a man-machine cooperation telephone customer service method.By the adoption of the telephone customer service method and system, the customer experience is improved while the call loss rate is reduced, the advantage of cooperation of the voice robot and the manual service agents can be brought into play, and the operation efficiency of a call center is greatly improved.

Description

technical field [0001] The invention relates to the field of communication technology, in particular to a method and system for man-machine collaborative telephone customer service. Background technique [0002] In the call center of the prior art, the telephone customer service system mainly performs the operations of making outbound calls and answering incoming calls through artificial seats; wherein, in the outbound call scenario, the telephone customer service system transfers the connected calls to the current call center through the dialing system. An artificial seat in an idle state. It can be seen that the scale of the call center is limited by the number of artificial seats. If more outbound calls and incoming calls are to be handled, the call center needs to hire more customer service personnel; relying solely on artificial seats for telephone operations makes Call centers are faced with a large number of personnel recruitment, training, management issues, and the...

AI Technical Summary

Problems solved by technology

However, the inventors have found through research that voice robots in the prior art are limited by the accuracy of the robot's speech recognition and semantic understanding, and the amount of knowledge base content, and cannot perform multiple rounds of dialogue interactions with complex content, but can only perform Simple, basic business content dialogue interaction, so completely using voice robots to handle telephone customer service services cannot solve the problem of low efficiency in current call centers

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