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Customer service voice processing method and device

A voice processing and customer service technology, applied in voice analysis, voice recognition, subscriber special services, etc., can solve problems that cannot be found and solved in time, and poor customer experience, so as to improve call satisfaction and customer experience. Effect

Active Publication Date: 2020-09-22
BANK OF CHINA
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  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] At present, the traditional voice quality inspection method of customer service is to conduct voice quality inspection on the recording of the agent. When there is a problem in the communication process between the customer service and the customer, this quality inspection method cannot find and solve the problem in time. Warning and punishment will cause customer dissatisfaction and poor customer experience

Method used

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  • Customer service voice processing method and device
  • Customer service voice processing method and device
  • Customer service voice processing method and device

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Embodiment Construction

[0052] The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only some, not all, embodiments of the present invention. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts belong to the protection scope of the present invention.

[0053] In order to make the above objects, features and advantages of the present invention more comprehensible, the present invention will be further described in detail below in conjunction with the accompanying drawings and specific embodiments.

[0054] refer to figure 1 , figure 1 It is a schematic flowchart of a voice processing method for customer service provided by an embodiment of the present invention.

[0055] The customer service voice processin...

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Abstract

The invention provides a customer service voice processing method and device. The method comprises the steps of obtaining original voice information responding to a customer in a customer service process in real time; judging whether the original voice information is illegal or not; and if yes, correcting the violated original voice information, generating target voice information and transmittingthe target voice information to the client. That is, according to the customer service voice processing method, when a problem occurs in the communication process of the customer service and the customer, the problem can be found in time and corrected, the corrected voice information is transmitted to the customer, the call satisfaction of the customer can be improved to a great extent, and the customer experience effect is improved.

Description

technical field [0001] The present invention relates to the technical field of voice processing, and more specifically, to a customer service voice processing method and device. Background technique [0002] With the continuous development of science and technology, various enterprises have made continuous improvements in the field of customer service to improve the quality of customer service. [0003] At present, the traditional voice quality inspection method of customer service is to conduct voice quality inspection on the recording of the agent. When there is a problem in the communication process between the customer service and the customer, this quality inspection method cannot find and solve the problem in time. Warning and punishment will cause customer dissatisfaction and poor customer experience. Contents of the invention [0004] In view of this, in order to solve the above problems, the present invention provides a customer service voice processing method an...

Claims

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Application Information

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IPC IPC(8): H04M3/51G10L15/08G10L15/16G10L15/26
CPCH04M3/51H04M3/5175G10L15/08G10L15/16G10L15/26
Inventor 申亚坤
Owner BANK OF CHINA
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