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Real-time call information extraction method and device, processor and electronic device

A technology for call information and information extraction, applied to instruments, speech analysis, speech recognition, etc., can solve problems such as low efficiency, reduce workload, avoid information omission or misremembering, and improve work efficiency.

Pending Publication Date: 2020-12-04
BEIJING SINOVOICE TECH CO LTD
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] The main purpose of this application is to provide a real-time call information extraction method, device, computer-readable storage medium, processor and electronic equipment to solve the problem of low efficiency caused by the need to manually record some key content in the prior art

Method used

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  • Real-time call information extraction method and device, processor and electronic device

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Experimental program
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Embodiment 1

[0072] According to the information extraction method of the above-mentioned real-time call of the present application, firstly prepare the intelligent voice analysis service maintenance corpus and preset call reason tags, train the above-mentioned analysis data and transmit the above-mentioned analysis data to the above-mentioned analysis sub-module to establish an analysis model.

[0073] The customer calls, the customer service staff talks with the customer, and the above-mentioned packet capture tool captures the voice data packet;

[0074] The above-mentioned grabbing unit is based on the TCP long connection mode, adopts at least one custom protocol in websocket and socket, and reports the above-mentioned voice data packet to the above-mentioned determination unit;

[0075] The above-mentioned voice data access submodule of the above-mentioned real-time voice transcription module in the above-mentioned determining unit receives the above-mentioned voice data packet, and tr...

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Abstract

The invention provides a real-time call information extraction method and a device, a processor and an electronic device. The method comprises the steps of capturing a voice data packet in a voice call process; and determining corresponding call information at least according to the voice data packet, wherein the call information at least comprises client information, a call abstract and a call request reason, and the client information at least comprises a client name. By capturing the voice data packet in the voice call process and determining the call information such as the client information, the call abstract, the call information and the call request reason corresponding to the voice data packet, the client information in the call is automatically extracted, the workload of customerservice staff is reduced, the working efficiency is improved, backtracking is facilitated, meanwhile, the call information is automatically extracted, so that the problem of information omission or misremembering caused by manual recording is avoided, and the accuracy is high.

Description

technical field [0001] The present application relates to the field of speech recognition, in particular, to a real-time call information extraction method, device, computer-readable storage medium, processor and electronic equipment. Background technique [0002] In the existing call center, after the agent answers the call from the customer, he needs to sort out the call information according to the content of the call: including the number of the caller, the name of the customer, age, gender, the reason for the call, etc., to form a summary of the call. For the agents, the work is cumbersome and reduces work efficiency, and there may be omissions or mistakes in human records. [0003] The above information disclosed in the Background section is only to enhance the understanding of the background of the technology described herein, therefore, the Background may contain certain information which is not formed in the country for those skilled in the art. known prior art. ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G10L15/26H04M3/50
CPCG10L15/26H04M3/50
Inventor 李健邓佳丽陈明武卫东
Owner BEIJING SINOVOICE TECH CO LTD
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