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Voice call processing method and device and electronic equipment

A technology of voice calls and processing methods, which is applied in the field of communication, and can solve the problem of no improvement in the processing performance of concurrent incoming and outgoing calls in the voice interactive system

Inactive Publication Date: 2020-11-06
北京优锐科技有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, the methods in the prior art can only slightly improve the incoming user calls processed within a period of time, a

Method used

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  • Voice call processing method and device and electronic equipment
  • Voice call processing method and device and electronic equipment
  • Voice call processing method and device and electronic equipment

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0035] A voice call processing method disclosed in the embodiment of the present application, such as figure 1 As shown, the method includes: Step 110 to Step 150.

[0036] Step 110, creating a session interface of the session that is processed in real time by the current agent of the agent client.

[0037] The voice call processing method described in the embodiment of the present application is applied to such as figure 2 The voice interaction system shown includes: a call management module 210 , a voice exchange module 220 and several agent clients 230 . All parts work together to realize receiving incoming voice calls and making outgoing voice calls through information interaction.

[0038] Wherein, the agent client 230 communicates with the call management module 210, and is used to create and display a conversation interface, and perform data interaction with the call management module 210 according to operations of the agent. For example, the agent client 230 is con...

Embodiment 2

[0096] A voice call processing method disclosed in the embodiment of the present application, such as Figure 5 As shown, it includes: step 510 to step 540.

[0097] Step 510: Create a session associated with the outgoing call request information according to the outgoing call request information sent by the preset agent client; create a session associated with the incoming call request information according to the incoming call request information sent by the preset voice exchange module .

[0098] The voice call processing method described in this embodiment is applied to the voice interaction system shown in 2.

[0099] In some embodiments of the present application, after the voice exchange module 220 receives the incoming call from the user, it sends the incoming call request information to the call management module 210, and the incoming call request information usually includes: the incoming call Number, call-in time and other information. Afterwards, the call manage...

Embodiment 3

[0134] A voice call processing device disclosed in the embodiment of the present application, such as Image 6 As shown, the device includes:

[0135] Conversational interface creating unit 610, used for the conversational interface of each session processed in real time by the current agent of the agent client;

[0136] A session interface display unit 620, configured to display, on the agent client, the session interfaces of all sessions processed by the current agent in real time;

[0137] The session text and candidate reply text display unit 630, configured to receive the user session text corresponding to the specified session sent by the call management module and at least one candidate reply text for the user session text, and display the text in the specified session. The conversation interface displays the user conversation text and the at least one candidate reply text;

[0138] An agent reply text determining unit 640, configured to determine an agent reply text ...

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PUM

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Abstract

The invention discloses a voice call processing method, belongs to the technical field of communication, and the method is helpful for improving the call processing efficiency of a voice interaction system. The method comprises the following steps: creating a session interface of a session processed by a current seat of a seat client in real time; displaying session interfaces of all sessions processed by the current seat in real time in a display area of the seat client at the same time; receiving a user session text corresponding to the specified session and at least one candidate reply textfor the user session text sent by the call management module, and displaying the user session text and the at least one candidate reply text on the session interface of the specified session; responding to selection and/or editing operation on the displayed candidate reply text, determining a seat reply text; enabling the call management module to convert the seat reply text into the first voicedata and send the first voice data to the client communication device, so that one seat can process multiple calls at the same time, and the call processing efficiency of the voice interaction systemis improved.

Description

technical field [0001] The embodiments of the present application relate to the technical field of communications, and in particular, to a voice call processing method, device, electronic equipment, and computer-readable storage medium. Background technique [0002] Voice interaction systems are widely used in customer service platforms and other platforms that need to answer a large number of user calls. When the voice exchange module (such as a telephone exchange) of the voice interaction system receives the user's incoming call, it transfers the user's incoming call to the call management module, and the call management module selects an idle seat to process the user's call data, and then the voice The switching module connects the user phone with the selected agent phone, and the selected agent performs voice interaction with the user to realize functions such as customer service. In the prior art, during the user's incoming call processing, the selected agent can only ...

Claims

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Application Information

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IPC IPC(8): H04M3/51
CPCH04M3/51H04M3/5141
Inventor 丁贵金
Owner 北京优锐科技有限公司
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