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Method for extracting key information based on customer key information

A key information and information extraction technology, applied in the field of telephone customer service, can solve the problems of ASR audio-to-text interference, extraction information errors, and failure to extract, etc.

Inactive Publication Date: 2020-10-23
浙江百应科技有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0007] However, the ASR audio-to-text conversion function is easily disturbed by the current environmental sound, and when the content of the information to be extracted is long (such as ID number, mobile phone number, etc.), it is very easy to cause errors or even failure to extract information

Method used

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  • Method for extracting key information based on customer key information
  • Method for extracting key information based on customer key information

Examples

Experimental program
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Embodiment Construction

[0030] Embodiments of the present invention will be described below in conjunction with the accompanying drawings.

[0031] Such as figure 1 As shown, a method of extracting key information based on customer key information is as follows:

[0032] 1. Import the number to be dialed, and at the same time match the attributes of the called customer in advance.

[0033] 2. Start dialing.

[0034] 3. If the call is not connected, end the call.

[0035] 4. If the call is connected, the robot starts a normal conversation.

[0036] 5. During the normal dialogue process of the phone connection, the robot requests the customer to provide key information by means of a voice broadcast.

[0037] 6. The complete information of the button is processed by the information extraction engine. If it is not extracted, repeat step 5; otherwise, go to the next step.

[0038] Among them, after the information extraction engine receives the hash key of the user, it determines the input access and...

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Abstract

A method for extracting key information based on customer key information comprises the following steps: S1, importing a to-be-dialed number, and matching customer attributes of the to-be-dialed number; S2, starting to dial the to-be-dialed number; S3, if the call is not answered, ending the call, if the call is answered, enabling a customer service robot to start to normally talk with the customer and enter S4; S4, when the call is answered, enabling the customer service robot to request the customer to provide information in a key pressing mode; S5, sending the complete information of the customer keys to an information extraction engine for processing; S6, if the key information of the client is extracted by the information extraction engine, entering S7, otherwise, returning to S4; andS7, temporarily storing the extracted key information, and continuing subsequent conversations. According to the invention, by extracting the client key information instead of extracting the text converted from the client audio, the key information is accurate and real-time, and the subsequent answering correctness of the robot is improved.

Description

technical field [0001] This application relates to the field of telephone customer service, in particular to a method for extracting key information based on customer key information. Background technique [0002] At present, the mainstream customer service in the society is still dominated by manual customer service. Human customer service is personalized and flexible, and the communication process is emotional, which can enhance customers' perception. However, there is also the problem of low service efficiency. In addition, the number of manual customer service personnel is limited, and customers will queue up, resulting in customer problems that cannot be dealt with in a timely manner. [0003] In order to refine the service process of the existing business, when providing business services to customers, the customer will be asked to choose a different operation process according to the type of business, and then transfer to the corresponding manual customer service, su...

Claims

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Application Information

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IPC IPC(8): H04M3/51
CPCH04M3/5166
Inventor 王磊王勇
Owner 浙江百应科技有限公司
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