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Customer service voice optimization method and device, and electronic equipment

An optimization method and voice technology, applied in the computer field, can solve problems such as reducing customer service efficiency, user experience degradation, and inability to clearly obtain voice content, so as to achieve the effect of improving customer service efficiency and user experience

Pending Publication Date: 2022-07-08
BEIJING SANKUAI ONLINE TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0002] In the telephone customer service system, due to the distribution of customer service workplaces in different regions, there are environmental differences in the voice and customer service quality of customer service personnel (for example: workplace environmental noise, customer service personnel accent, customer service personnel volume, tone stability, etc.), so there will be The user receiving the service cannot clearly obtain the voice content fed back by the customer service personnel, requiring repeated communication between the user and the customer service personnel, which reduces the efficiency of customer service and reduces the user experience

Method used

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  • Customer service voice optimization method and device, and electronic equipment
  • Customer service voice optimization method and device, and electronic equipment
  • Customer service voice optimization method and device, and electronic equipment

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Embodiment 1

[0026] A customer service voice optimization method disclosed in the embodiment of the present application, such as figure 1 As shown, the method includes steps 110 to 130 .

[0027] Step 110, in response to the received voice of the user's incoming call, acquire the voice feature of the user.

[0028] In some embodiments of the present application, the sound features include: one or more features of timbre age group and accent.

[0029] The customer service voice optimization method described in the embodiments of the present application is applied in the scenario of voice customer service. For example, in the scenario where a customer calls into a customer service phone by telephone, it is used for the customer service staff outputted by the customer service staff during the call with the customer. Voice processing to improve customer service efficiency and improve user experience.

[0030] The customer service voice optimization method disclosed in the embodiment of the p...

Embodiment 2

[0082] A customer service voice optimization device disclosed in the embodiment of the present application, such as image 3 As shown, the device includes:

[0083] a user voice feature obtaining module 310, configured to obtain the voice feature of the user in response to the received user's incoming voice;

[0084] The customer service voice conversion module 320 is configured to, in response to receiving the customer service voice of the customer service staff for the incoming voice, convert the customer service voice based on a preset tone library to obtain a customer service voice that matches the sound characteristics;

[0085] The customer service voice output module 330 is configured to output the customer service voice matching the voice feature to the user.

[0086] In some embodiments of this application, such as Figure 4 As shown, the customer service voice conversion module 320 further includes:

[0087] The first customer service voice conversion sub-module 3...

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Abstract

The invention discloses a customer service voice optimization method, belongs to the technical field of computers, and helps to improve customer service efficiency. The customer service voice optimization method disclosed by the embodiment of the invention comprises the following steps: in response to a received incoming voice of a user, acquiring a voice feature of the user; in response to the received customer service voice of the customer service staff for the incoming call voice, converting the customer service voice based on a preset tone library to obtain the customer service voice matched with the voice feature; and outputting customer service voice matched with the sound features to the user. According to the customer service voice optimization method disclosed by the embodiment of the invention, the customer service voice matched with the voice feature of the user is obtained and output to the user by performing automatic voice conversion on the customer service voice of the customer service staff, so that the auditory experience of the user is improved, and the customer service efficiency is improved.

Description

technical field [0001] The present application relates to the field of computer technology, and in particular, to a method, apparatus, electronic device, and computer-readable storage medium for customer service voice optimization. Background technique [0002] In the telephone customer service system, because the customer service workplaces are distributed in different regions, there are environmental differences in the voice of customer service personnel and the quality of customer service (for example: workplace environment noise, customer service staff accent, customer service staff volume, intonation stability, etc.). In this way, there will be The user receiving the service cannot clearly obtain the voice content of the feedback from the customer service staff, which requires repeated communication between the user and the customer service staff, which reduces the efficiency of the customer service and the user experience. [0003] It can be seen that the customer serv...

Claims

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Application Information

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IPC IPC(8): G10L21/013G10L17/02G10L17/22G10L25/48
CPCG10L21/013G10L17/02G10L17/22G10L25/48G10L2021/0135
Inventor 李岚虞国桥
Owner BEIJING SANKUAI ONLINE TECH CO LTD
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