Voice portal session management system and method
A conversation management and voice technology, applied in voice analysis, voice recognition, telephone communication, etc., can solve the problems of reducing manual service pressure, limited service load, and deep IVR button menu level, so as to increase scalability and reduce pressure , Improve the effect of processing efficiency
Inactive Publication Date: 2020-07-24
CHINA CONSTRUCTION BANK +1
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Problems solved by technology
[0005] The purpose of the present invention is to provide a voice portal session management system and method, to solve the disadvantages of the traditional voice service service IVR key menu hierarchy is too deep and service bearing is limited, and reduce the pressure of manual services
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[0027] The implementation of the present invention will be described in detail below in conjunction with the accompanying drawings and examples, so as to fully understand and implement the process of how to apply technical means to solve technical problems and achieve technical effects in the present invention. It should be noted that, as long as there is no conflict, each embodiment and each feature of each embodiment in the present invention can be combined with each other, and the formed technical solutions are all within the protection scope of the present invention.
[0028] In addition, the steps shown in the flow diagrams of the figures may be performed in a computer system, such as a set of computer-executable instructions, and, although a logical order is shown in the flow diagrams, in some cases, the sequence may be different. The steps shown or described are performed in the order herein.
[0029] Please refer to figure 1 As shown, the voice portal session manageme...
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The invention discloses a voice portal session management system and method. The system comprises a voice response module, a voice recognition module, a storage module and a session module, the voicerecognition module is used for obtaining service request voice through the voice response module, analyzing voice data in the service request voice through a voice recognition technology, and obtaining corresponding text data; the storage module is used for caching the text data, generating a text number according to the text data and feeding back the text number to the voice response module through the voice recognition module; the session module is used for obtaining a text number through the voice response module, obtaining text data stored in the storage module according to the text number, analyzing the text data through a semantic analysis technology to obtain semantic elements, calling a pre-stored calling instruction according to the semantic elements and feeding back the calling instruction to the voice response module; and the voice response module executes a corresponding response operation according to the calling instruction.
Description
technical field [0001] The invention relates to the field of voice portal services, in particular to a voice portal session management system and method. Background technique [0002] With the development of information technology, some traditional manual work items no longer meet the current social needs, and voice services also belong to this category; in order to improve the processing efficiency of voice services, multi-menu self-service selection services are used in the prior art for The user performs related voice operations, but this service method requires the user to determine the specific category or processing method of the business to be handled in order to determine the specific processing location according to the menu; if the user cannot determine the type of business, it can only be performed using traditional manual services Manual business processing leads to greater pressure on artificial seats. [0003] Furthermore, because the categories of menu self-s...
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IPC IPC(8): H04M3/51G10L15/26
CPCG10L15/26H04M3/5166
Inventor 贺文明范会善王炼何彦辉梁春芳
Owner CHINA CONSTRUCTION BANK