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AI-based call center language processing method and system

A language processing and call center technology, applied in the field of data processing, can solve problems such as dependence on labor and poor language understanding ability, and achieve the effects of reducing coupling, high flexibility, and reducing update and maintenance costs

Pending Publication Date: 2021-04-16
杭州云嘉云计算有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] Aiming at the problem of poor language comprehension ability and over-reliance on manual work in the prior art, the present invention provides an AI-based call center language processing method and system. By integrating artificial intelligence technology, the operation mode of the original call center system is adjusted so that it can communicate with users The interaction is smoother

Method used

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Examples

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Embodiment

[0024] An AI-based language processing method for a call center, comprising the following steps: obtaining user sentences and converting them into initial texts; converting the initial texts into initial voices; identifying the meaning of the initial texts and initial voices by AI and obtaining reply texts; The text is converted into a reply voice and then output, waiting for the acquisition of the next user sentence; if the new user sentence triggers an early warning condition after the reply voice is output, it will be processed according to the plan.

[0025] In this embodiment, AI technology is used to process the initial text and initial voice. Compared with the traditional question-and-answer method with fixed sentences, it has higher flexibility and can adapt to different scenarios. In addition, converting the initial text into the initial voice can expand the data, and the two can be mutually verified to improve the accuracy of recognition and prevent obvious conversion...

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PUM

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Abstract

The invention discloses a AI-based call center language processing method and system, and the method comprises the following steps: obtaining a user statement, and converting the user statement into an initial text; converting the initial text into initial voice; recognizing meanings of the initial text and the initial voice through the AI and obtaining a reply text; converting the reply text into reply voice, outputting the reply voice, and waiting for the next user statement to be acquired; and if the new user statement triggers the early warning condition after the reply voice is output, carrying out processing according to the plan. According to the method and system, the AI technology is used for processing the initial text and the initial voice, and compared with a traditional question-answering mode of fixed statements, the flexibility is higher, and the method and system can adapt to different scenes. In addition, data can be expanded by converting the initial text into the initial voice, the the initial text and the initial voice are mutually verified, the recognition accuracy is improved, and obvious conversion errors are prevented.

Description

technical field [0001] The present invention relates to the field of data processing, in particular to an AI-based call center language processing method and system. Background technique [0002] For a long time, people have regarded the call industry as a labor-intensive service industry that simply answers calls, and has not been developed as a major industry. For example, the invention of authorized announcement number CN108965619B discloses a call processing method, call center, electronic equipment and storage medium, wherein the method includes: receiving a call request carrying a mobile terminal number, and retrieving whether there is a reservation form corresponding to the mobile terminal number; If the reservation order is retrieved, the call request will be transferred to an idle seat of the same service type as the reservation order; if the reservation order is not retrieved, the consumption amount of each service type order consumed according to the mobile termin...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F16/332G06F16/33G06F40/216G06F40/30
Inventor 朱宇
Owner 杭州云嘉云计算有限公司
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