Automatic voice cooperative work method of customer service system

A customer service system, automatic voice technology, applied in the direction of subscriber special service, voice analysis, voice synthesis, etc., can solve problems such as incomprehensible words, omissions, long cycle, etc., and achieve the effect of preventing mishearing and missed hearing

Active Publication Date: 2020-11-24
NANJING KULANG ELECTRONICS
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  • Abstract
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  • Claims
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AI Technical Summary

Problems solved by technology

[0003] 1. Key customers prefer service-oriented enterprises/institutions to provide one-to-one professional customer service, and have a low acceptance of existing automatic voice robots; from the perspective of customers, it is easy to find that it is automatic voice robots that serve them instead of Customer service personnel; and automatic voice robots will inevitably have questions that do not answer questions and words that do not express their meaning;
[0004] 2. It is difficult for service-oriented enterprises/institutions to bear the risk of complaints or loss of key customers caused by the mistakes of automatic voice robots; if they cannot provide services to key customers in a timely and accurate manner, the risk of potential loss of customers may be greater, and it is difficult for both parties Tolerance; because key customers are more involved in businesses with more complex content, longer cycle times, o

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  • Automatic voice cooperative work method of customer service system

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Embodiment 1

[0027] Below, combine figure 1 The automatic voice collaborative working method of the customer service system of the present invention is described in detail.

[0028] First, the learning process:

[0029] Record the working voice of the customer service personnel by recording equipment; and carry out machine learning to the pronunciation characteristics of the customer service personnel through the recording data, and set up the voice feature data package of the customer service personnel; voices, not limited to calls with customers; this can increase the source of samples and reduce the time for machine learning;

[0030] After obtaining the voice feature data packet of the customer service personnel, the voice of the customer service personnel can be simulated by synthesizing automatic voice; the voice of the simulated customer service personnel includes dialogue features such as voice, tone, intonation and habitual expressions of the simulation customer service personnel...

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Abstract

According to the automatic voice cooperative work method of a customer service system, the labor intensity of customer service personnel is reduced by learning voice characteristics of the customer service personnel and utilizing automatic voice in the customer service conversation process; and the service quality and efficiency are improved through seamless connection and switching between a text-to-voice conversion mode and a voice call mode.

Description

technical field [0001] The invention relates to an automatic voice cooperative working method of a customer service system, which reduces the labor intensity of the customer service personnel by learning the voice characteristics of the customer service personnel and using automatic voice during the call process of the customer service personnel; and improves the service quality and efficiency, belonging to the voice service robot technology field. Background technique [0002] In the prior art, for service-oriented enterprises / institutions, their service objects include some key customers (VIP customers); when service-oriented enterprises / institutions serve important customers, they still use the way of manual communication by customer service personnel, while The reasons for not using automatic voice robot technology are: [0003] 1. Key customers prefer service-oriented enterprises / institutions to provide one-to-one professional customer service, and have a low acceptanc...

Claims

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Application Information

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IPC IPC(8): H04M3/51G10L13/08G10L15/06G10L15/07
CPCG10L13/08G10L15/063G10L15/07H04M3/5166
Inventor 朱杰
Owner NANJING KULANG ELECTRONICS
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