Intelligent voice interaction method and system and storage medium

A technology of intelligent voice and interaction method, applied in the field of communication, can solve the problems of rigid and rigid voice interaction of voice robots, large gap between call and dialogue, etc.

Pending Publication Date: 2021-03-12
北京中凯信通信息技术有限公司
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

These call processing systems are vigorously developing voice robot products, and these systems already have the following capabilities: call in / out capabilities; voice and text conversion capabilities; but only have the above two capabilities, the voice interaction of voice robots is very blunt, It's very rigid, and there is a huge gap with normal human call dialogue

Method used

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  • Intelligent voice interaction method and system and storage medium
  • Intelligent voice interaction method and system and storage medium
  • Intelligent voice interaction method and system and storage medium

Examples

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Embodiment Construction

[0054] The principles and features of the present invention are described below in conjunction with the accompanying drawings, and the examples given are only used to explain the present invention, and are not intended to limit the scope of the present invention.

[0055] Such as figure 1 as shown, figure 1 It is a flow chart of an intelligent voice interaction method provided by the embodiment of the invention. The intelligent voice interaction method is applied to the intelligent voice interaction system to help voice robots in call centers, customer service centers, and call pick-up service centers to intelligently drive voice based on AI recognition results. The process greatly improves the voice interaction effect, making the voice robots of these call control systems more and more "humanized". The voice interaction method includes:

[0056] S101. Handling the call to the receptionist;

[0057] S102. Perform semantic analysis on the text recognized by the ASR speech to ...

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Abstract

The invention relates to an intelligent voice interaction method and system and a storage medium. The intelligent voice interaction method comprises the following steps that: a to-be-processed call isanswered; semantic analysis is performed on characters recognized by ASR voice to obtain an AI recognition result; a corresponding voice interaction strategy is selected according to the AI recognition result, wherein the voice interaction strategy comprises at least one of a topic determination strategy, a repeated voice forbidding strategy, a topic conversion strategy, a context association strategy and a security interaction control strategy; and a corresponding response voice is played according to the voice interaction strategy to perform voice interaction with a calling party. Through multiple voice interaction strategies, the intelligent voice interaction dialogue process is natural and flexible, intelligent voice interaction based on AI recognition is achieved, and a voice robot can truly conduct interaction dialogue like a person.

Description

technical field [0001] The present invention relates to the communication field, in particular to an intelligent voice interaction method, system and storage medium. Background technique [0002] Many call centers, customer service centers, and call pick-up service centers have emerged during the development of operators' voice services. The call center provides outbound call service, which is mainly used for product promotion; the customer service center provides customer service service, which is mainly used for telephone customer service; the call pick-up service center provides pick-up service, which is mainly used to pick up nuisance calls and missed calls. These call processing systems are vigorously developing voice robot products, and these systems already have the following capabilities: call in / out capabilities; voice and text conversion capabilities; but only have the above two capabilities, the voice interaction of voice robots is very blunt, It is very rigid, a...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G10L15/22G10L15/18G10L15/30G10L15/26G10L13/04G10L13/047H04M3/527H04M3/42
CPCG10L13/047G10L15/1815G10L15/1822G10L15/22G10L15/30G10L2015/223H04M3/42221H04M3/527
Inventor 曹玉龙梁凯丰
Owner 北京中凯信通信息技术有限公司
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