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Voice recognition system for intelligent customer service conversation

A technology of speech recognition and intelligent customer service, applied in speech recognition, speech analysis, instruments, etc.

Pending Publication Date: 2020-10-02
中国东盟信息港股份有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] In order to solve the above problems, the present invention provides a speech recognition system for intelligent customer service calls, which can provide humanized answering methods according to the characteristics of users, and ensure user satisfaction while reducing the input of manual customer service.

Method used

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  • Voice recognition system for intelligent customer service conversation
  • Voice recognition system for intelligent customer service conversation
  • Voice recognition system for intelligent customer service conversation

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Embodiment Construction

[0032] 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.

[0033] Unless otherwise defined, all technical and scientific terms used herein have the same meaning as commonly understood by one of ordinary skill in the technical field of the invention. The terms used herein in the description of the present invention are for the purpose of describing specific embodiments only, and are not intended to limit the present invention. As used herein, the term "and / or" includes any and all combinations of one or more of the assoc...

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Abstract

The invention relates to the technical field of intelligent voice customer service, in particular to a voice recognition system for intelligent customer service conversation. The system comprises a voice processing module used for preprocessing conversation voice; a feature recognition module used for recognizing the gender and age of the user according to the feature data obtained by the voice processing module; a semantic analysis module used for converting the call voice into text information and understanding the content of each section of statement of the user; an emotion recognition module used for acquiring data of the voice processing module and the semantic analysis module and analyzing information of the current emotion state of the user through an emotion classification model set; and a strategy platform used for docking with the AI customer service staff to make the AI customer service staff provide a corresponding coping strategy according to the gender, age, emotion and call information of the user. According to the invention, a humanized answering mode can be provided according to the characteristics of the user, and the satisfaction degree of the user is ensured under the condition of reducing the manual customer service investment.

Description

technical field [0001] The invention relates to the technical field of intelligent voice customer service, in particular to a voice recognition system for intelligent customer service calls. Background technique [0002] With the development of artificial intelligence, many industries have also developed intelligently, and the customer service industry is one of them. Customer service is the link between enterprises and customers. Based on customer voice information, call centers change their thinking and embrace changes in terms of products, management, data, and operations. The early customer service was manual customer service. For enterprises, the input-output ratio of customer service is not high; for customer service personnel, the job growth space is small, the skills are single, and it is not conducive to their own development, resulting in high turnover Rate. Subsequently, the emergence of artificial intelligence AI customer service has made the customer service w...

Claims

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Application Information

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IPC IPC(8): G10L15/02G10L15/26G10L25/63
CPCG10L15/02G10L25/63
Inventor 林僚程丹梁冬明张超婧罗圆黄恺杰
Owner 中国东盟信息港股份有限公司
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