Man-machine call optimization method and device, computer equipment and storage medium

An optimization method and human-machine technology, applied in the field of artificial intelligence, which can solve the problems of inability to switch between call robots and human agents seamlessly, poor user experience, etc.

Pending Publication Date: 2021-04-09
PINGAN PUHUI ENTERPRISE MANAGEMENT CO LTD
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] The purpose of the embodiment of the present application is to propose an optimization method, device, computer equipment and storage medium for man-machine communication, so as to solve the problem that the

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  • Man-machine call optimization method and device, computer equipment and storage medium
  • Man-machine call optimization method and device, computer equipment and storage medium
  • Man-machine call optimization method and device, computer equipment and storage medium

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Embodiment Construction

[0053] Unless otherwise defined, all technical and scientific terms used herein have the same meaning as commonly understood by those skilled in the technical field of the application; the terms used herein in the description of the application are only to describe specific embodiments The purpose is not to limit the present application; the terms "comprising" and "having" and any variations thereof in the specification and claims of the present application and the description of the above drawings are intended to cover non-exclusive inclusion. The terms "first", "second" and the like in the description and claims of the present application or the above drawings are used to distinguish different objects, rather than to describe a specific order.

[0054] Reference herein to an "embodiment" means that a particular feature, structure, or characteristic described in connection with the embodiment can be included in at least one embodiment of the present application. The occurrenc...

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PUM

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Abstract

The invention discloses a man-machine call optimization method and device, computer equipment and a storage medium, and belongs to the technical field of artificial intelligence, and the method comprises the steps: marking a training corpus, obtaining a training sample set, training a preset initial recognition model through the training sample set, obtaining a user intention recognition model, receiving an intention recognition instruction, obtaining a call text of a current call corresponding to the intention recognition instruction, importing the current call text into the user intention recognition model to obtain a user intention recognition result, determining whether the current call needs intervention of a manual service agent based on the user intention recognition result, and if so, forwarding the current call to the manual service agent. In addition, the invention also relates to a blockchain technology, and the call record of the current call can be stored in the blockchain. The user intention recognition model is constructed to judge the intention of the user in the current call, whether intervention of a manual service agent is needed or not is determined based on the intention of the user, and the man-machine call interaction experience and work efficiency are improved.

Description

technical field [0001] The present application belongs to the technical field of artificial intelligence, and specifically relates to an optimization method, device, computer equipment and storage medium for man-machine communication. Background technique [0002] As an important bridge of communication between enterprises and customers, man-machine communication accepts incoming and outgoing calls through various channels such as voice, text, and video, and provides users with a good service experience. Man-machine communication is the starting point for enterprises to maintain customers and improve business To the key role. In recent years, the breakthrough of artificial intelligence technology has brought new opportunities for the development of man-machine communication. Using artificial intelligence (AI) technology, AI robots can assist artificial seats and AI robots can replace artificial seats to a certain extent. Become the development trend of the customer service ...

Claims

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Application Information

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IPC IPC(8): G06F16/332G06F16/36G06F40/284
CPCG06F16/3329G06F16/36G06F40/284
Inventor 陈迎运
Owner PINGAN PUHUI ENTERPRISE MANAGEMENT CO LTD
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