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

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 ...

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

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