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Voice customer service method and system

A voice customer service and service method technology, applied in special data processing applications, instruments, unstructured text data retrieval, etc., can solve problems such as low efficiency and inability to quickly determine customer service demands, so as to achieve convenience for users, improve service quality and service Efficiency and the effect of reducing the risk of user loss

Pending Publication Date: 2021-01-08
KONKA GROUP
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  • Abstract
  • Description
  • Claims
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AI Technical Summary

Problems solved by technology

[0005] Based on this, it is necessary to propose a voice customer service method and system for the technical problem of inefficiency caused by the inability to quickly determine the customer service appeal and the inability to provide technical solutions in the existing technology

Method used

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  • Voice customer service method and system
  • Voice customer service method and system

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Embodiment Construction

[0051] The present invention provides a voice customer service method and system. In order to make the purpose, technical solution and effect of the present invention clearer and clearer, the present invention will be further described in detail below with reference to the accompanying drawings and examples. It should be understood that the specific embodiments described here are only used to explain the present invention, not to limit the present invention.

[0052] Those skilled in the art will understand that unless otherwise stated, the singular forms "a", "an", "said" and "the" used herein may also include plural forms. It should be further understood that the word "comprising" used in the description of the present invention refers to the presence of said features, integers, steps, operations, elements and / or components, but does not exclude the presence or addition of one or more other features, Integers, steps, operations, elements, components, and / or groups thereof. ...

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Abstract

The invention discloses a voice customer service method and system, and the method comprises the steps: obtaining target voice information, and converting the target voice information into target textinformation; analyzing the target text information, and determining a target problem corresponding to the target text information; determining a solution corresponding to the target voice informationaccording to the target problem; and outputting the solution. The invention aims to automatically improve the user experience of the voice intelligent customer service through the weight of the customer service key information, the extraction training of the customer complaint key information and the training of the customer complaint list, quickly provide a problem solution corresponding to a satisfactory customer complaint demand for a user, greatly improve the service quality and service efficiency. Therefore, reputation value reduction is avoided, user loss risks are reduced, and convenience is brought to users.

Description

technical field [0001] The invention relates to the technical field of voice recognition, in particular to a voice customer service method and system. Background technique [0002] With the advancement of speech recognition technology, customers have higher and higher requirements for the experience of call center customer service agents. The traditional button-selected customer service system menu no longer meets customer needs. The customer service industry has gradually begun to deploy voice robots to replace traditional call center agents. . Usually, the voice customer service agent is to change the traditional customer service phone menu into a voice corresponding voice customer service menu. Go to the specified function to perform the operation. [0003] However, the current voice customer service cannot handle customer service requests or service requests that are not in the menu. Manual customer service cannot provide accurate solutions in a timely manner. The inc...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F16/33G06F16/332
CPCG06F16/3329G06F16/3343G06F16/3344
Inventor 陆军锋周胜杰
Owner KONKA GROUP
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