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Emotional intelligent voice call-out method and device, server and storage medium

A technology of emotional and voice data, applied in the field of intelligent customer service, it can solve the problems of low success rate of outbound calls, no purpose in the process of outbound calls, and customer bias.

Active Publication Date: 2020-11-10
CHINA CONSTRUCTION BANK
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0002]At present, the intelligent voice outbound call is mainly that the robot matches the text corresponding to the acquired customer voice with the customer corpus in the corpus, and obtains the customer service in the corpus according to the matching result corpus, to reply the voice corresponding to the customer service corpus to the customer. However, the above outbound call method is mainly based on the customer’s voice to get the customer service corpus that matches the customer’s voice to reply. The whole outbound call process has no purpose, and it is easy to be blocked The customer is biased, resulting in a low success rate of outbound calls

Method used

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  • Emotional intelligent voice call-out method and device, server and storage medium
  • Emotional intelligent voice call-out method and device, server and storage medium
  • Emotional intelligent voice call-out method and device, server and storage medium

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Embodiment Construction

[0102] The following will clearly and completely describe the technical solutions in the embodiments of the application with reference to the drawings in the embodiments of the application. Apparently, the described embodiments are only some of the embodiments of the application, not all of them. Based on the embodiments in this application, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of this application.

[0103] See figure 1 , is a schematic flowchart of an emotional intelligent voice outbound calling method provided in the embodiment of the present application. like figure 1 As shown, the method embodiment includes the following steps:

[0104]S101, acquiring customer service corpus and customer corpus corresponding to the first process node, converting the customer service corpus into first customer service voice data and sending it to a target customer.

[0105] Wherein, the first proc...

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Abstract

The embodiment of the invention discloses an emotional intelligent voice call-out method and device, a server and a storage medium, and the method comprises the steps: obtaining a customer service corpus and a customer corpus of a first flow node, converting the customer service corpus into first customer service voice data, and transmitting the first customer service voice data to a target customer; receiving voice data of a target client, and determining a target process baseline where the first process node is located according to a matching result of a target client text corresponding to the voice data and the client corpus; determining a next process node according to the process sequence value of the first process node in the target process baseline; obtaining an emotion label of thevoice data according to the voice feature information and the emotion text information of the voice data; obtaining a target emotion label according to the emotion contrast matrix and the emotion label; and generating second customer service voice data according to the target emotion label and the customer service corpus of the next process node, and replying the second customer service voice data to the target customer. By adopting the method and the device, the outbound success rate and the anthropomorphic degree of the outbound voice can be improved.

Description

technical field [0001] The present application relates to the field of intelligent customer service, in particular to a method and device, a server, and a storage medium for an intelligent voice outbound call with emotion. Background technique [0002] At present, the intelligent voice outbound call is mainly that the robot matches the text corresponding to the obtained customer voice with the customer corpus in the corpus, and obtains the customer service corpus in the corpus according to the matching result, and replies the voice corresponding to the customer service corpus to the customer. However, the above The outbound call method is mainly based on the customer's voice to get the customer service corpus that matches the customer's voice to reply. The whole outbound call process has no purpose, and it is easy to be biased by the customer during the outbound call process, resulting in a low success rate of outbound calls. In addition, the intelligent voice outbound call ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G10L25/63G10L15/02G10L15/06G10L15/26G10L13/08H04M3/527
CPCG10L25/63G10L15/02G10L15/063G10L15/26G10L13/08H04M3/527
Inventor 林希帆张雷妮张奕宁欧歆关生力王臻杰刘柄廷
Owner CHINA CONSTRUCTION BANK
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