Call processing method, device, medium and electronic equipment

Abstract

The present disclosure provides a call processing method, a call processing device, a computer-readable medium and an electronic device; and relates to the field of voice interaction technology. The call processing method includes: when detecting that a user terminal is connected to a request dialogue, obtaining an idle terminal to forward the request dialogue to the idle terminal; if the idle terminal does not currently exist, calculating the current waiting information; using the waiting information to generate an inquiry message and sending it to the user terminal to obtain a response message from the user terminal to the inquiry message; performing sentiment analysis on the response message to obtain the emotion type of the user terminal; determining the target dialogue corresponding to the user terminal according to the emotion type, so as to send the target dialogue to the user terminal and complete the request dialogue with the user. The call processing method in the present disclosure can overcome the problem of high cost of manual agents to a certain extent, thereby improving the utilization rate of manual agents.

Description

Technical Field

[0001] The present disclosure relates to the field of voice interaction technology, and in particular to a call processing method, a call processing device, a computer-readable medium, and an electronic device. Background Art

[0002] Predictive outbound calling is a widely used customer service method across various business scenarios. It proactively provides consultation or problem resolution based on anticipated user needs. The typical predictive outbound calling process involves first calling the user. Once the user answers, the call is transferred to the customer service center, where they are then connected to a live agent for service.

[0003] With existing predictive outbound calling models, if a call is successful, the number of answers exceeds the number of available agents. Once a user answers the phone, they are left listening to hold music while waiting for an agent. If a call is successful, the number of answers falls short of the number of available agents, leading to extended agent idle time and increased costs. Therefore, existing outbound calling methods still need improvement.

[0004] It should be noted that the information disclosed in the above background technology section is only used to enhance the understanding of the background of the present disclosure, and therefore may include information that does not constitute prior art known to ordinary technicians in the field. Summary of the Invention

[0005] The purpose of the present disclosure is to provide a call processing method, a call processing device, a computer-readable medium, and an electronic device, which can overcome the problem of low utilization rate of manual seats to a certain extent, thereby improving the utilization rate of manual seats.

[0006] Other features and advantages of the present disclosure will become apparent from the following detailed description, or may be learned in part by practice of the present disclosure.

[0007] According to a first aspect of the present disclosure, there is provided a call processing method, comprising:

[0008] When detecting that the user terminal is connected to the request dialogue, obtaining an idle terminal to forward the request dialogue to the idle terminal;

[0009] If the idle terminal does not currently exist, calculate the current waiting information;

[0010] generating an inquiry message by using the waiting information and sending the message to the user terminal to obtain a response message from the user terminal to the inquiry message;

[0011] Performing sentiment analysis on the response message to obtain the emotion type of the user terminal;

[0012] A target dialogue corresponding to the user terminal is determined according to the emotion type, so as to send the target dialogue to the user terminal and complete the requested dialogue with the user.

[0013] In an exemplary embodiment of the present disclosure, performing sentiment analysis on the response message to obtain the emotion type of the user terminal includes:

[0014] Performing voice recognition on the response message to obtain text content of the response message;

[0015] The text content is subjected to sentiment analysis through a natural language classification model to determine the emotion type of the user terminal.

[0016] In an exemplary embodiment of the present disclosure, determining a target dialogue corresponding to the user terminal according to the emotion type includes:

[0017] If the emotion type is a preset type, adding the user terminal to a waiting queue;

[0018] The request dialogue of the user terminal is responded to in the order of the waiting queue.

[0019] In an exemplary embodiment of the present disclosure, responding to the request dialogue of the user terminal in the order of the waiting queue includes:

[0020] Dynamically detecting whether there is the idle terminal among all the terminals;

[0021] The detected idle terminals are allocated to the user terminals according to the order of the waiting queue.

[0022] In an exemplary embodiment of the present disclosure, before responding to the request dialogue of the user terminal in the order of the waiting queue, the method further includes:

[0023] Detecting whether the requested dialogue of the user terminal is ended, and if the requested dialogue is ended, re-initiating the dialogue with the user terminal through the idle terminal.

[0024] In an exemplary embodiment of the present disclosure, determining the target dialogue corresponding to the user terminal according to the emotion type includes:

[0025] The target dialogue corresponding to the emotion type is determined by the intelligent voice interaction system.

[0026] In an exemplary embodiment of the present disclosure, the step of generating a query message by using the waiting information and sending the query message to the user terminal includes:

[0027] Performing speech synthesis on the waiting information to obtain speech information;

[0028] The voice information is sent to the user terminal as the inquiry message.

[0029] According to a second aspect of the present disclosure, a call processing device is provided, which may include an idle detection module, a waiting prediction module, a message response module, a sentiment analysis module, and a conversation sending module, wherein:

[0030] The idle detection module is used to obtain an idle terminal when detecting that the user terminal is connected to the request dialogue, so as to forward the request dialogue to the idle terminal.

[0031] The waiting prediction module is used to calculate the current waiting information if the idle terminal does not exist.

[0032] The message response module is used to generate an inquiry message by using the waiting information and send it to the user terminal to obtain a response message from the user terminal to the inquiry message.

[0033] The sentiment analysis module is used to perform sentiment analysis on the response message to obtain the emotion type of the user terminal.

[0034] The dialogue sending module is used to determine the target dialogue corresponding to the user terminal according to the emotion type, so as to send the target dialogue to the user terminal and complete the requested dialogue with the user.

[0035] In an exemplary embodiment of the present disclosure, the sentiment analysis module may specifically include a speech recognition unit and a sentiment classification unit, wherein:

[0036] The speech recognition unit is used to perform speech recognition on the response message to obtain the text content of the response message.

[0037] The emotion classification unit is used to perform emotion analysis on the text content through a natural language classification model to determine the emotion type of the user terminal.

[0038] In an exemplary embodiment of the present disclosure, the conversation sending module may specifically include an emotion determination unit and a queue response unit, wherein:

[0039] The emotion determination unit is configured to add the user terminal to a waiting queue if the emotion type is a preset type.

[0040] The queue response unit is used to respond to the request dialogue of the user terminal according to the order of the waiting queue.

[0041] In an exemplary embodiment of the present disclosure, the queue response unit may include a dynamic detection unit and an allocation unit, wherein:

[0042] The dynamic detection unit is used to dynamically detect whether the idle terminal exists among all the terminals.

[0043] The allocating unit is configured to allocate the detected idle terminals to the user terminals according to the order of the waiting queues.

[0044] In an exemplary embodiment of the present disclosure, the dialogue processing device further includes: a dialogue detection unit for detecting whether the requested dialogue of the user terminal has ended, and if the requested dialogue has ended, re-initiating the dialogue with the user terminal through the idle terminal.

[0045] In an exemplary embodiment of the present disclosure, the dialogue sending module is specifically configured to determine a target dialogue corresponding to the emotion type through an intelligent voice interaction system.

[0046] In an exemplary embodiment of the present disclosure, the conversation sending module may specifically include a speech synthesis unit and a speech sending unit, wherein:

[0047] The speech synthesis unit is used to perform speech synthesis on the waiting information to obtain speech information.

[0048] The voice sending unit is used to send the voice information as the inquiry message to the user terminal.

[0049] According to a third aspect of the present disclosure, an electronic device is provided, comprising: a processor; and a memory for storing executable instructions of the processor; wherein the processor is configured to execute any one of the above-mentioned methods by executing the executable instructions.

[0050] According to a fourth aspect of the present disclosure, a computer-readable medium is provided, on which a computer program is stored, and when the computer program is executed by a processor, any one of the methods described above is implemented.

[0051] The exemplary embodiments of the present disclosure may have some or all of the following beneficial effects:

[0052] In a call processing method provided in an example embodiment of the present disclosure, on the one hand, when an idle terminal exists, the user is connected to an idle terminal, thereby ensuring the utilization rate of human agents; on the other hand, the waiting time required by the user can be predicted through waiting information, thereby meeting user needs and improving user experience; on the other hand, based on the user's response message, the user's emotion analysis can be performed, so that a conversation can be conducted with the user based on the user's emotional type, which can enhance the intelligence of the conversation and reduce user churn rate.

[0053] It is to be understood that the foregoing general description and the following detailed description are exemplary and explanatory only and are not restrictive of the disclosure. BRIEF DESCRIPTION OF THE DRAWINGS

[0054] The accompanying drawings are incorporated into and constitute a part of the specification, illustrate embodiments consistent with the present disclosure, and together with the specification, are used to explain the principles of the present disclosure. Obviously, the drawings described below are only some embodiments of the present disclosure, and those skilled in the art can derive other drawings based on these drawings without inventive effort.

[0055] Figure 1 A system architecture diagram for implementing a call processing method according to an embodiment of the present disclosure is schematically shown;

[0056] Figure 2 The following schematically shows a flow chart of a call processing method according to an embodiment of the present disclosure;

[0057] Figure 3 The following schematically shows a flow chart of a call processing method according to another embodiment of the present disclosure;

[0058] Figure 4 A block diagram of a call processing device according to an embodiment of the present disclosure is schematically shown;

[0059] Figure 5 A schematic diagram of the structure of a computer system suitable for implementing an electronic device according to an embodiment of the present disclosure is shown. DETAILED DESCRIPTION

[0060] Example embodiments will now be described more fully with reference to the accompanying drawings. However, example embodiments can be implemented in a variety of forms and should not be construed as limited to the examples set forth herein; rather, these embodiments are provided so that the present disclosure will be more comprehensive and complete and will fully convey the concepts of the example embodiments to those skilled in the art. The described features, structures, or characteristics may be combined in any suitable manner in one or more embodiments. In the following description, many specific details are provided to provide a full understanding of the embodiments of the present disclosure. However, those skilled in the art will appreciate that the technical solutions of the present disclosure may be practiced while omitting one or more of the specific details, or that other methods, components, devices, steps, etc. may be employed. In other cases, well-known technical solutions are not shown or described in detail to avoid obscuring various aspects of the present disclosure.

[0061] In addition, the accompanying drawings are merely schematic illustrations of the present disclosure and are not necessarily drawn to scale. Identical reference numerals in the figures denote identical or similar parts, and thus repetitive descriptions thereof will be omitted. Some of the block diagrams shown in the accompanying drawings are functional entities that do not necessarily correspond to physically or logically separate entities. These functional entities may be implemented in software, in one or more hardware modules or integrated circuits, or in different networks and / or processor devices and / or microcontroller devices.

[0062] The technical solutions of the embodiments of the present disclosure are described in detail below:

[0063] First, an exemplary embodiment of the present disclosure provides a system architecture for implementing the call service method. Figure 1 As shown, the system architecture 100 may include terminal devices 101, 102, 103, a network 104, and a server 105. The network 104 is used as a medium for providing a communication link between the terminal devices 101, 102, 103 and the server 105. The network 104 may include various connection types, such as wired or wireless communication links or fiber optic cables.

[0064] Users can use terminal devices 101, 102, and 103 to interact with server 105 via network 104 to receive or send request instructions, etc. Various communication client applications can be installed on terminal devices 101, 102, and 103, such as shopping applications, web browser applications, search applications, instant messaging tools, email clients, social platform software, etc.

[0065] The terminal devices 101 , 102 , and 103 may be various electronic devices having a display screen and supporting web browsing, including but not limited to smart phones, tablet computers, laptop computers, and desktop computers.

[0066] Server 105 may be a server that provides various services, such as a backend management server (for example only) that supports shopping websites browsed by users using terminal devices 101, 102, and 103. The backend management server may analyze and process received data such as product information query requests, and feed back processing results (for example, target push information and product information—for example only) to the terminal device.

[0067] It should be noted that the call processing method provided in the embodiments of the present disclosure is generally executed by the server 105, and accordingly, the call processing device is generally disposed in the server 105. However, those skilled in the art will appreciate that the call processing method of the present disclosure may also be executed by the terminal device 101, and accordingly, the call processing device may be disposed in the terminal device 101, and this embodiment does not impose any particular limitation on this.

[0068] Based on the above system architecture, this exemplary embodiment provides a call processing method. Figure 2 As shown, the call processing method may include steps S210, S220, S230, S240, and S250, wherein:

[0069] Step S210: When detecting that the user terminal is connected to the requesting session, obtaining an idle terminal to forward the requesting session to the idle terminal.

[0070] Step S220: If the idle terminal does not exist, calculate the current waiting information.

[0071] Step S230: Generate an inquiry message using the waiting information and send it to the user terminal to obtain a response message from the user terminal to the inquiry message.

[0072] Step S240: performing sentiment analysis on the response message to obtain the emotion type of the user terminal.

[0073] Step S250: determining a target dialogue corresponding to the user terminal according to the emotion type, and sending the target dialogue to the user terminal to complete the requested dialogue with the user.

[0074] In the call service method provided in an example embodiment of the present disclosure, on the one hand, when an idle terminal exists, the user is connected to an idle terminal, thereby ensuring the utilization rate of human agents; on the other hand, the waiting time required by the user can be predicted through waiting information, thereby meeting user needs and improving user experience; on the other hand, the user's emotion analysis can be performed based on the user's response message, so that a conversation can be conducted with the user based on the user's emotional type, which can enhance the intelligence of the conversation and reduce user churn rate.

[0075] The above steps of this exemplary embodiment are described in more detail below.

[0076] Step S210: When detecting that the user terminal is connected to the requesting session, obtaining an idle terminal to forward the requesting session to the idle terminal.

[0077] A requested conversation can be initiated by the outbound call system, which can initiate calls in batches. The outbound call system provides outbound call services for various service platforms, such as finance, aviation, and e-commerce. These platforms can use models to predict user needs, identify users who require service, and initiate calls in batches through the outbound call platform. An idle terminal refers to an unoccupied human agent. Each service platform has a limited number of agents. If the number of users requiring service is small, there will be more idle agents. After a user initiates a requested conversation and connects, the status of each terminal is retrieved. If a terminal is currently in a call, the terminal's status is occupied. If a call is terminated, the terminal becomes unoccupied and its status becomes idle, thereby obtaining the current idle terminals. If an idle terminal is found among all currently available terminals, the user's requested conversation is connected to the idle terminal, allowing a human agent to provide consultation or problem-solving services to the user.

[0078] Step S220: If the idle terminal does not exist, calculate the current waiting information.

[0079] When a user connects to a requested conversation, if all terminals are currently occupied, it can be determined that no idle terminals exist, thereby calculating the waiting information required by the current user. The waiting information can include the time required for a terminal to be unoccupied, or the number of users currently waiting, i.e., the queue length. Furthermore, the waiting information can include other information, such as the duration of a terminal being occupied, the average duration of a terminal being occupied, and so on, although this embodiment is not limited thereto. By calculating the average call duration of a terminal, the time required to wait for an occupied terminal to be unoccupied can be predicted. Alternatively, the time required to unoccupy an occupied terminal can be predicted using other methods, such as machine learning algorithms.

[0080] For example, if all terminals are currently occupied, the current call duration of each terminal can be obtained, and the average call duration of the terminal can be calculated through historical call data. Then, the waiting information is determined by the difference between the current call duration of each terminal and the average call duration. For another example, by obtaining the time the user needs to wait in historical data, the average waiting time of the user is calculated as the waiting information, and so on.

[0081] Step S230: Generate an inquiry message using the waiting information and send it to the user terminal to obtain a response message from the user terminal to the inquiry message.

[0082] In this embodiment, the waiting information can be combined with a preset message to form an inquiry message. The preset message is a common message for each client and can be set in advance by the administrator. Generally, the waiting information for each client can be different, while the preset message is often the same, such as a fixed grammatical sentence structure. For example, if the waiting information is 2 minutes, the inquiry message can be "Wait 2 minutes, please tell me if you need to wait." Simply fill in the waiting time for each client order into this sentence structure to obtain an inquiry message for each client. The inquiry message can be used to remind the user of the waiting time and ask whether the user needs to wait for an available terminal. After receiving the inquiry message, the client can respond to it, such as by replying with a voice message, inputting information by clicking a button, etc. After the user responds, the user will receive a response message. The response message can include the user's voice information, key events, text information, symbol information, etc.

[0083] For example, the waiting information can be synthesized to generate a voice message, which can then be sent to the user terminal as an inquiry message. Specifically, a voice library can be constructed by collecting voice samples. The voice samples can include different contexts, such as welcome, question, thank you, etc. Then, a voice message is extracted from the voice library based on the current context, synthesized with the waiting information, and the generated voice message is sent to the user terminal as an inquiry message for the user.

[0084] Step S240: performing sentiment analysis on the response message to obtain the emotion type of the user terminal.

[0085] In this embodiment, sentiment analysis of the response message can be performed to determine the user's emotion type. The user's emotion type can include positive and negative; more detailed classifications can also be performed as needed, such as positive, interested, uninterested, negative, impatient, and angry, etc., but this embodiment is not limited to this. Natural language processing technology can be used to predict the user's emotion type. For example, the response message can be input into an LDA (Linear Discriminant Analysis) model to obtain the emotion type predicted by the model output.

[0086] For example, if the user's response message is a voice message, the response message can be first identified by language to determine the text content of the user's response. Then, sentiment analysis can be performed using the text content to determine the user's emotional type. For example, after converting the response message into text content, the text content is input into an LDA model to obtain the emotional type.

[0087] Step S250: determining a target dialogue corresponding to the user terminal according to the emotion type, and sending the target dialogue to the user terminal to complete the requested dialogue with the user.

[0088] In this embodiment, voice conversation samples can be collected in advance and classified according to the emotion type of the conversation samples, thereby forming a conversation library corresponding to each emotion type, and then the corresponding conversation library is selected according to the user's emotion type, and conversation messages are extracted from the conversation library as the target conversation.

[0089] In an exemplary embodiment, if the emotion type is a preset type, the user terminal is added to a waiting queue; and then, the dialog request of the user terminal is responded to in the order of the waiting queue.

[0090] The preset type can be determined based on demand. In this embodiment, the response message can be used to inquire whether the user terminal is waiting for an idle terminal. Therefore, the emotion type of the response message can include a "need to wait" type. Exemplarily, the preset type can be a "need to wait" type. In this embodiment, it can be predetermined whether the response message is of the preset type. If so, the user terminal is added to the waiting queue to wait for an idle terminal. If the response message is not of the preset type, it indicates that the user does not need to wait for an idle terminal.

[0091] If a terminal is unoccupied and returns to an idle state, a user terminal can be extracted from the head of the waiting queue and connected to the idle terminal, thereby providing service to the user through a human agent. In an exemplary embodiment, the terminal status can be dynamically monitored. For example, the terminal status can be obtained every 5 seconds to detect whether each terminal is idle and obtain the idle terminals. Subsequently, the idle terminals are sequentially allocated to the user terminals in the waiting queue.

[0092] Since the user may hang up the call while waiting, before allocating an idle terminal to the user terminal, it is also possible to detect whether the requested conversation connected to the user terminal has ended. If the requested conversation has ended, the conversation with the user terminal is reinitiated through the idle terminal.

[0093] Furthermore, if the user's emotion type is not a preset type, indicating that the user does not want to wait, the user's emotion type can be further classified and the classification results sent to the intelligent voice interaction system. The intelligent voice interaction system then selects an appropriate message and sends it to the user. Furthermore, after determining that the user's emotion type is not a preset type, the system can send another message to inquire whether the user needs a callback. If so, the system waits until the connection terminal is free, then calls back and reconnects the user, thereby meeting the user's needs and improving the user experience.

[0094] Figure 3 An exemplary processing flow of the present disclosure is shown, as Figure 3 As shown, the method may further include steps S301 to S308.

[0095] In step S301, an outbound call task is initiated; in step S302, it is determined whether the outbound call is successful, and if so, step S303 is executed; if the user answers the outbound call, the outbound call is successful, otherwise, the outbound call fails, and the outbound call can be retried when the outbound call fails; in step S303, it is determined whether there is an idle seat, and if so, step S304 is executed, and if not, step S305 is executed; and, while determining, some pre-prepared voice messages can be played to the user, such as the platform's self-introduction, or a welcome message, etc.; in step S304, the user is The user is transferred to an idle seat; in step S305, an inquiry message is sent to ask the user whether to wait for an idle seat. If no waiting is required, step S306 is executed. If waiting is required, the user is transferred to the idle seat when an idle seat is available; in step S306, a message is sent to ask the user whether a call back is required. If yes, step S307 is executed; if no, step S308 is executed; in step S307, the user's client information is recorded, and a free agent is waited for to call back; in step S308, a conversation is conducted with the user through the intelligent language interaction system.

[0096] Through the processing flow in this embodiment, when a manual agent is idle, a manual agent can be assigned to the user on a priority basis. If the agent is occupied, the user can wait for the agent according to his / her wishes, or call the user back when the agent is idle, thereby improving the utilization rate of the manual agent. Moreover, by combining the manual agent with the intelligent voice interaction system, the user's needs can be effectively met according to his / her wishes, thereby improving the user experience.

[0097] It should be noted that Figure 3 Steps S301 to S308 in the above embodiment have been described and will not be repeated here.

[0098] Furthermore, in this exemplary embodiment, a call processing device is provided for executing the call processing method of the present disclosure. The device can be applied to a server or a terminal device.

[0099] refer to Figure 4 As shown, the call processing device 400 may include: an idle detection module 410, a waiting prediction module 420, a message response module 430, a sentiment analysis module 440, and a conversation sending module 450, wherein:

[0100] The idle detection module 410 is configured to obtain an idle terminal when detecting that a user terminal is connected to a requesting session, so as to forward the requesting session to the idle terminal.

[0101] The waiting prediction module 420 is configured to calculate current waiting information if the idle terminal does not exist.

[0102] The message response module 430 is configured to generate an inquiry message using the waiting information and send the query message to the user terminal to obtain a response message from the user terminal to the inquiry message.

[0103] The sentiment analysis module 440 is used to perform sentiment analysis on the response message to obtain the emotion type of the user terminal.

[0104] The dialogue sending module 450 is configured to determine a target dialogue corresponding to the user terminal according to the emotion type, and send the target dialogue to the user terminal to complete the requested dialogue with the user.

[0105] In an exemplary embodiment of the present disclosure, the sentiment analysis module 440 may specifically include a speech recognition unit and a sentiment classification unit, wherein:

[0106] The speech recognition unit is used to perform speech recognition on the response message to obtain the text content of the response message.

[0107] The emotion classification unit is used to perform emotion analysis on the text content through a natural language classification model to determine the emotion type of the user terminal.

[0108] In an exemplary embodiment of the present disclosure, the conversation sending module 450 may specifically include an emotion determination unit and a queue response unit, wherein:

[0109] The emotion determination unit is configured to add the user terminal to a waiting queue if the emotion type is a preset type.

[0110] The queue response unit is used to respond to the request dialogue of the user terminal according to the order of the waiting queue.

[0111] In an exemplary embodiment of the present disclosure, the queue response unit may include a dynamic detection unit and an allocation unit, wherein:

[0112] The dynamic detection unit is used to dynamically detect whether the idle terminal exists among all the terminals.

[0113] The allocating unit is configured to allocate the detected idle terminals to the user terminals according to the order of the waiting queues.

[0114] In an exemplary embodiment of the present disclosure, the dialogue processing device further includes: a dialogue detection unit for detecting whether the requested dialogue of the user terminal has ended, and if the requested dialogue has ended, re-initiating the dialogue with the user terminal through the idle terminal.

[0115] In an exemplary embodiment of the present disclosure, the dialogue sending module 450 is specifically configured to determine a target dialogue corresponding to the emotion type through an intelligent voice interaction system.

[0116] In an exemplary embodiment of the present disclosure, the conversation sending module 450 may specifically include a speech synthesis unit and a speech sending unit, wherein:

[0117] The speech synthesis unit is used to perform speech synthesis on the waiting information to obtain speech information.

[0118] The voice sending unit is used to send the voice information as the inquiry message to the user terminal.

[0119] Since the various functional modules of the call processing device of the exemplary embodiment of the present disclosure correspond to the steps of the exemplary embodiment of the call processing method described above, for details not disclosed in the embodiment of the device of the present disclosure, please refer to the embodiment of the call processing method described above.

[0120] Figure 5 A schematic diagram of the structure of a computer system suitable for implementing an electronic device according to an embodiment of the present disclosure is shown.

[0121] It should be noted that Figure 5 The computer system 500 of the electronic device shown is only an example and should not bring any limitation to the functions and scope of use of the embodiments of the present disclosure.

[0122] like Figure 5 As shown, computer system 500 includes a central processing unit (CPU) 501, which can perform various appropriate actions and processes according to a program stored in a read-only memory (ROM) 502 or a program loaded from a storage unit 508 into a random access memory (RAM) 503. Various programs and data required for system operation are also stored in RAM 503. CPU 501, ROM 502, and RAM 503 are connected to each other via a bus 504. An input / output (I / O) interface 505 is also connected to bus 504.

[0123] The following components are connected to the I / O interface 505: an input section 506 including a keyboard, a mouse, and the like; an output section 507 including devices such as a cathode ray tube (CRT), a liquid crystal display (LCD), and a speaker; a storage section 508 including a hard disk; and a communication section 509 including a network interface card such as a LAN card or a modem. The communication section 509 performs communication processing via a network such as the Internet. A drive 510 is also connected to the I / O interface 505 as needed. A removable medium 511, such as a magnetic disk, an optical disk, a magneto-optical disk, or a semiconductor memory, is installed in the drive 510 as needed, so that computer programs read therefrom can be installed into the storage section 508 as needed.

[0124] In particular, according to an embodiment of the present disclosure, the process described below with reference to the flowchart can be implemented as a computer software program. For example, an embodiment of the present disclosure includes a computer program product, which includes a computer program carried on a computer-readable medium, and the computer program includes program code for executing the method shown in the flowchart. In such an embodiment, the computer program can be downloaded and installed from a network via the communication section 509, and / or installed from a removable medium 511. When the computer program is executed by the central processing unit (CPU) 801, the various functions defined in the method and apparatus of the present application are executed.

[0125] It should be noted that the computer-readable medium described in the present disclosure may be a computer-readable signal medium or a computer-readable storage medium, or any combination thereof. A computer-readable storage medium may be, for example, but not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, device, or component, or any combination thereof. More specific examples of computer-readable storage media may include, but are not limited to, an electrical connection having one or more wires, a portable computer disk, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination thereof. In the present disclosure, a computer-readable storage medium may be any tangible medium containing or storing a program that can be used by or in conjunction with an instruction execution system, device, or component. In the present disclosure, a computer-readable signal medium may include a data signal propagated in baseband or as part of a carrier wave, which carries computer-readable program code. This propagated data signal may take a variety of forms, including but not limited to electromagnetic signals, optical signals, or any suitable combination thereof. A computer-readable signal medium may also be any computer-readable medium other than a computer-readable storage medium that can transmit, propagate, or transport a program for use by or in conjunction with an instruction execution system, apparatus, or device. Program code embodied on a computer-readable medium may be transmitted using any suitable medium, including but not limited to wireless, wireline, optical fiber cable, RF, or any suitable combination thereof.

[0126] The flowcharts and block diagrams in the accompanying drawings illustrate the possible implementation architecture, functions and operations of the systems, methods and computer program products according to various embodiments of the present disclosure. In this regard, each box in the flowchart or block diagram can represent a module, program segment, or a part of code, and the above-mentioned module, program segment, or a part of code contains one or more executable instructions for implementing the specified logical function. It should also be noted that in some alternative implementations, the functions marked in the box can also occur in an order different from that marked in the accompanying drawings. For example, two boxes represented in succession can actually be executed substantially in parallel, and they can sometimes be executed in the opposite order, depending on the functions involved. It should also be noted that each box in the block diagram or flowchart, and the combination of boxes in the block diagram or flowchart, can be implemented with a dedicated hardware-based system that performs the specified function or operation, or can be implemented with a combination of dedicated hardware and computer instructions.

[0127] The units involved in the embodiments described in this disclosure may be implemented in software or hardware, and the units described may also be provided in a processor. In some cases, the names of these units do not constitute limitations on the units themselves.

[0128] As another aspect, the present application also provides a computer-readable medium, which may be included in the electronic device described in the above embodiment; or may exist independently without being assembled into the electronic device. The above computer-readable medium carries one or more programs, and when the above one or more programs are executed by an electronic device, the electronic device implements the method described in the following embodiment. For example, the electronic device may implement the following Figure 1 and Figure 2 The various steps shown, etc.

[0129] It should be noted that although several modules or units of the device for action execution are mentioned in the detailed description above, this division is not mandatory. In fact, according to the embodiments of the present disclosure, the features and functions of two or more modules or units described above can be concretized in one module or unit. Conversely, the features and functions of one module or unit described above can be further divided into multiple modules or units to be concretized.

[0130] Other embodiments of the present disclosure will readily occur to those skilled in the art after considering the specification and practicing the invention disclosed herein. This application is intended to cover any variations, uses, or adaptations of the present disclosure that follow the general principles of the present disclosure and include common knowledge or customary techniques in the art not disclosed herein. The description and examples are to be considered as exemplary only, with the true scope and spirit of the present disclosure being indicated by the following claims.

[0131] It should be understood that the present disclosure is not limited to the exact structures that have been described above and shown in the drawings, and that various modifications and changes can be made without departing from the scope thereof. The scope of the present disclosure is limited only by the appended claims.

Claims

1. A call processing method, characterized in that: include: When detecting that the user terminal is connected to the request dialogue, obtaining an idle terminal to forward the request dialogue to the idle terminal; If the idle terminal does not currently exist, calculate the current waiting information; generating an inquiry message by using the waiting information and sending the message to the user terminal to obtain a response message from the user terminal to the inquiry message; Performing sentiment analysis on the response message to obtain the emotion type of the user terminal, including: performing voice recognition on the response message to obtain text content of the response message; performing sentiment analysis on the text content using a natural language classification model to determine the emotion type of the user terminal; Determining a target dialogue corresponding to the user terminal according to the emotion type, and sending the target dialogue to the user terminal to complete the requested dialogue with the user; The step of determining the target dialogue corresponding to the user terminal according to the emotion type includes: If the emotion type is a preset type, adding the user terminal to a waiting queue; The request dialogue of the user terminal is responded to in the order of the waiting queue.

2. The method according to claim 1, characterized in that The step of responding to the request dialogue of the user terminal in the order of the waiting queue includes: Dynamically detecting whether there is the idle terminal among all the terminals; The detected idle terminals are allocated to the user terminals according to the order of the waiting queue.

3. The method according to claim 2, characterized in that Before responding to the request dialogue of the user terminal in the order of the waiting queue, the method further includes: Detecting whether the requested dialogue of the user terminal is ended, and if the requested dialogue is ended, re-initiating the dialogue with the user terminal through the idle terminal.

4. The method according to claim 1, wherein The determining of the target dialogue corresponding to the user terminal according to the emotion type includes: The target dialogue corresponding to the emotion type is determined by the intelligent voice interaction system.

5. The method according to claim 1, wherein The step of generating a query message by using the waiting information and sending the query message to the user terminal includes: Performing speech synthesis on the waiting information to obtain speech information; The voice information is sent to the user terminal as the inquiry message.

6. A call processing device, characterized in that: include: an idle detection module, configured to obtain an idle terminal when detecting that a user terminal is connected to a requesting dialogue, so as to forward the requesting dialogue to the idle terminal; a waiting prediction module, configured to calculate current waiting information if the idle terminal does not exist; a message response module, configured to generate an inquiry message using the waiting information and send the message to the user terminal to obtain a response message from the user terminal to the inquiry message; The sentiment analysis module is used to perform sentiment analysis on the response message to obtain the emotion type of the user terminal, including: performing voice recognition on the response message to obtain the text content of the response message; performing sentiment analysis on the text content through a natural language classification model to determine the emotion type of the user terminal; A dialogue sending module, configured to determine a target dialogue corresponding to the user terminal according to the emotion type, and send the target dialogue to the user terminal to complete the requested dialogue with the user; The determining of the target dialogue corresponding to the user terminal according to the emotion type includes: if the emotion type is a preset type, adding the user terminal to a waiting queue; and responding to the requested dialogue of the user terminal in the order of the waiting queue.

7. A computer-readable medium having a computer program stored thereon, characterized in that: When the computer program is executed by a processor, the method according to any one of claims 1 to 5 is implemented.

8. An electronic device, characterized in that: include: processor; as well as a memory for storing executable instructions of the processor; The processor is configured to perform the method according to any one of claims 1 to 5 by executing the executable instructions.

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