Automatic Voice Collaborative Working Method for Customer Service System

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...

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, or larger amounts of money, which are different from ordinary customers, so the existing method dominated by automatic voice robots is not suitable for this scenario;

[0005] 3. It is difficult for customer service staff to quickly adapt to the non-standard pronunciation caused by the customer's dialect and accent;

[0007] However, for senior customer service personnel, long-term training and accumulation of work experience are required, and long-term conversations with customers in a manner that conforms to service specifications are very labor-intensive; and, when customer service personnel conduct high-density and high-intensity service dialogues, It is inevitable that some omissions will lead to a decline in service quality or a reduction in efficiency; on the other hand, automatic voice robots cannot completely replace customer service personnel to solve all problems, especially in some special events or emergencies

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