Call switching method for voice robot and manual service agent

Abstract

The invention relates to the field of intelligent interaction, in particular to a man-machine interaction method of a multi-channel monitoring intelligent telephone marketing robot system. The robot system comprises a plurality of robots which establish communication with an artificial agent group through monitoring channels, wherein the artificial agent group comprises a plurality of artificial agents; and each artificial agent is configured with a set number of monitoring channels. The method comprises the steps: after a robot establishes a conversation with a client, detecting the conversation content of the client, and judging whether a current verbal skill node meets the condition of triggering artificial monitoring or not; if the current verbal skill node meets the manual triggeringmonitoring condition, sending a notification to a corresponding manual agent through a monitoring channel corresponding to the robot; and enabling the artificial agent to establish a conversation withthe client after receiving the notification. The beneficial effects of the invention are that the method achieves the simultaneous monitoring of a plurality of robot calls based on various types of manual agents, takes over the calls, improves the robot marketing efficiency, and reduces the streaming problems of intentional customers.

Description

technical field [0001] The invention relates to the field of intelligent interaction, in particular to a call switching method between a voice robot and an artificial seat. Background technique [0002] At present, intelligent robot telemarketing is used more and more widely, which greatly improves the efficiency of telemarketing. It is a more effective way to reach customers in the intelligent era, but it is limited by the development of intelligent technology and the level of speech skills. In-depth customer dialogue to answer customer doubts. [0003] When an intelligent robot telemarketing sells complex scenarios, as the dialogue deepens, the robot faces more complex questions, cannot identify customer intentions, answer customers, and sometimes even bring a bad experience to the sales target. For customers with high intentions, the robot cannot introduce products in depth, which may cause a flow of customer orders, requiring manual access in a timely manner to commun...

AI Technical Summary

Problems solved by technology

For these problems, there are some functions on the market that provide human customer service access to the call between the robot and the customer, but generally there are problems such as low efficiency, inaccurate push of the robot, and sudden cut-in.

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