A method, device, storage medium and system for operator training

Abstract

An embodiment of the present invention discloses a method, device, storage medium and system for operator training. The method is applied to an operator training system, wherein the operator training system includes at least one on-duty device and at least one training device. The method includes: during a call between an on-duty operator and a user based on a target on-duty device, the target on-duty device real-time obtains the call audio of the user and first association information corresponding to the call audio of the user, and forwards the call audio of the user and the first association information to the target training device; the target training device plays the call audio of the user and obtains second association information corresponding to the call audio of the user; the target training device performs simulation training on the operator to be trained based on the first association information and the second association information. The technical solution of the present invention improves the efficiency of operator simulation training by comparing the first association information obtained by the target on-duty device and the second association information obtained by the target training device.

Description

Technical Field

[0001] The embodiments of the present invention relate to the technical field of data processing, and in particular, to a method, device, storage medium and system for training telephone operators. Background Art

[0002] Manual telephone systems are mainly used to ensure services such as telephone transfer and number inquiry for key users. It is required that telephone operators master various services proficiently before taking up their posts and be able to handle various emergencies. There are relatively high requirements for the professional ability and psychological quality of telephone operators. Therefore, newly recruited telephone operators must undergo pre-job training and assessment, and can only take up their posts after passing the assessment.

[0003] Traditional training systems use an independent system for simulation training. The coach prepares materials in advance, generates test questions, and the telephone operator conducts answering training. Only after passing the training assessment can the operator officially start an internship in a real environment. The traditional training form is mainly answering questions, including theoretical (multiple-choice, judgment, filling in the blanks, short answer) test questions and practical operation test questions (generating practical training test questions by obtaining material data of the connection process of the telephone system). However, new telephone operators cannot complete interactive operations and experience real working scenarios during the training process, their psychological quality cannot be effectively exercised, and they will inevitably be nervous and timid in the real working environment after taking up their posts, and need a certain adaptation period. The training cycle is long and the training effect is not good.

[0004] To solve this problem, some units adopt the method of having a master lead an apprentice. The master conducts connection work at the duty seat, and the apprentice listens beside the master, listens to the telephone operator's language, and watches the master's operations, but cannot operate by himself; adopt the method of following the work in shifts and one-on-one guidance, the apprentice operates, and the master teaches hand in hand. However, this requires enough masters to specifically train new employees, and in fact, it is limited by the staffing, and it is difficult to achieve. Moreover, when training new telephone operators takes too much effort, it directly affects the service quality of telephone operators.

[0005] Therefore, how to provide an efficient method for training telephone operators is a technical problem that those skilled in the art need to solve urgently. Summary of the Invention

[0006] The embodiments of the present invention provide a method, device, storage medium and system for training telephone operators, which can improve the efficiency of training telephone operators.

[0007] In a first aspect, the embodiments of the present invention provide a method for training telephone operators, which is applied to a telephone operator training system. The telephone operator training system includes at least one duty device and at least one training device. The method includes:

[0008] During the process of a duty operator communicating with a user based on a target duty device, the target duty device obtains the call audio of the user and first associated information corresponding to the call audio of the user in real time, and forwards the call audio of the user and the first associated information to a target training device; wherein, the first associated information includes the first call audio of the duty operator and first operation information on the target duty device; the target duty device is at least one duty device in the call duty system, and the target training device is a training device bound to the target duty device;

[0009] The target training device plays the call audio of the user and obtains second associated information corresponding to the call audio of the user; wherein, the second associated information includes the second call audio of a trainee operator corresponding to the target training device and second operation information on the target training device;

[0010] The target training device performs simulation training on the trainee operator based on the first associated information and the second associated information.

[0011] In a second aspect, an embodiment of the present invention further provides a device for training an operator, including:

[0012] A first associated information processing module, which is used for during the process of a duty operator communicating with a user based on a target duty device, the target duty device obtains the call audio of the user and first associated information corresponding to the call audio of the user in real time, and forwards the call audio of the user and the first associated information to a target training device; wherein, the first associated information includes the first call audio of the duty operator and first operation information on the target duty device; the target duty device is at least one duty device in the call duty system, and the target training device is a training device bound to the target duty device;

[0013] A second associated information processing module, which is used for the target training device to play the call audio of the user and obtain second associated information corresponding to the call audio of the user; wherein, the second associated information includes the second call audio of a trainee operator corresponding to the target training device and second operation information on the target training device;

[0014] An operator training module, which is used for the target training device to perform simulation training on the trainee operator based on the first associated information and the second associated information.

[0015] In a third aspect, an embodiment of the present invention provides a computer-readable storage medium, on which a computer program is stored, and when the program is executed by a processor, it implements the operator training method provided by the present invention.

[0016] In a fourth aspect, an embodiment of the present invention provides an operator training system, where the operator training system includes at least one duty device and at least one training device. Among them,

[0017] The target duty device is configured to, during the process of an on-duty operator communicating with a user based on the target duty device, obtain the call audio of the user and first associated information corresponding to the call audio of the user in real time, and forward the call audio of the user and the first associated information to the target training device; wherein, the first associated information includes the first call audio of the on-duty operator and first operation information on the target duty device; the target duty device is at least one duty device in the operator duty system, and the target training device is a training device bound to the target duty device;

[0018] The target training device is configured to play the call audio of the user and obtain second associated information corresponding to the call audio of the user; wherein, the second associated information includes the second call audio of the trainee operator corresponding to the target training device and second operation information on the target training device; and perform simulation training on the trainee operator based on the first associated information and the second associated information.

[0019] An embodiment of the present invention provides an operator training solution, which is applied to an operator training system. Among them, the operator training system includes at least one duty device and at least one training device. The method includes: during the process of an on-duty operator communicating with a user based on the target duty device, the target duty device obtains the call audio of the user and first associated information corresponding to the call audio of the user in real time, and forwards the call audio of the user and the first associated information to the target training device; wherein, the first associated information includes the first call audio of the on-duty operator and first operation information on the target duty device; the target duty device is at least one duty device in the operator duty system, and the target training device is a training device bound to the target duty device; the target training device plays the call audio of the user and obtains second associated information corresponding to the call audio of the user; wherein, the second associated information includes the second call audio of the trainee operator corresponding to the target training device and second operation information on the target training device; the target training device performs simulation training on the trainee operator based on the first associated information and the second associated information. This technical solution can take into account both the normal operation of on-duty operators and the simulation training of trainee operators, provide a real operation environment for the simulation training of trainee operators, and improve the efficiency of operator simulation training by comparing the first associated information obtained by the target duty device and the second associated information obtained by the target training device. BRIEF DESCRIPTION OF THE DRAWINGS

[0020] Figure 1It is a flowchart of a method for training telephone operators provided by an embodiment of the present invention;

[0021] Figure 2 It is a network connection diagram of a device in a method for training telephone operators provided by an embodiment of the present invention;

[0022] Figure 3 It is a flowchart of a method for training telephone operators provided by another embodiment of the present invention;

[0023] Figure 4 It is a flowchart of a method for training telephone operators provided by still another embodiment of the present invention;

[0024] Figure 5 It is a flowchart of a method for training telephone operators provided by yet another embodiment of the present invention;

[0025] Figure 6 It is a schematic structural diagram of a device for training telephone operators provided by an embodiment of the present invention;

[0026] Figure 7 It is a structural block diagram of a system for training telephone operators provided by an embodiment of the present invention. Detailed implementation manners

[0027] Hereinafter, embodiments of the present invention will be described in more detail with reference to the accompanying drawings. Although some embodiments of the present invention are shown in the drawings, it should be understood that the present invention can be implemented in various forms and should not be construed as limited to the embodiments set forth herein. On the contrary, these embodiments are provided to more thoroughly and completely understand the present invention. It should be understood that the drawings and embodiments of the present invention are only for exemplary purposes and are not used to limit the protection scope of the present invention.

[0028] It should be understood that the various steps recorded in the method embodiments of the present invention can be executed in different orders and / or executed in parallel. In addition, the method embodiments may include additional steps and / or omit the steps shown. The scope of the present invention is not limited in this regard.

[0029] As used herein, the term "including" and its variants are open-ended, that is, "including but not limited to". The term "based on" is "at least partially based on". The term "one embodiment" means "at least one embodiment"; the term "another embodiment" means "at least one additional embodiment"; the term "some embodiments" means "at least some embodiments". The relevant definitions of other terms will be given in the following description.

[0030] It should be noted that the concepts such as "first" and "second" mentioned in the present invention are only used to distinguish different devices, modules or units, and are not used to limit the order of the functions executed by these devices, modules or units or their interdependent relationships.

[0031] It should be noted that the modifications of "one" and "multiple" mentioned in the present invention are illustrative rather than restrictive. Those skilled in the art should understand that unless otherwise clearly specified in the context, it should be understood as "one or more".

[0032] The names of the messages or information exchanged between multiple devices in the embodiments of the present invention are only for illustrative purposes and are not used to limit the scope of these messages or information.

[0033] Figure 1 It is a flowchart of a method for training an operator provided by an embodiment of the present invention. The embodiments of the present invention are applicable to the situation of training an operator. The method is applied to an operator training system, wherein the operator training system includes at least one duty device and at least one training device. As Figure 1 shown, the method specifically includes the following steps:

[0034] S110. During the call between the on-duty operator and the user based on the target duty device, the target duty device real-time obtains the call audio of the user and the first associated information corresponding to the call audio of the user, and forwards the call audio of the user and the first associated information to the target training device; wherein, the first associated information includes the first operator audio of the on-duty operator and the first operation information on the target duty device; the target duty device is at least one duty device in the operator duty system, and the target training device is a training device bound to the target duty device.

[0035] In the embodiments of the present invention, the operator training system includes at least one duty device and at least one training device. Among them, the duty device can be the device used by the on-duty operator during normal operation, and the training device can be the device used by the operator to be trained during simulation training. The duty device and the training device can be two different working modes of the same device, or can be specific devices for duty operation and simulation training. Further, the target duty device and the target training device are bound one-to-one or one-to-many. For example, the target training device can verify and bind with the corresponding target duty device after verifying the verification password corresponding to the target duty device; or the corresponding relationship between the target duty device and the target training device can be determined by pre-setting.

[0036] In addition, the user's call audio can be the voice data of the user during the call; the first associated information can be the response information made by the duty operator according to the requirements in the user's call audio during the current call, and can include the first call audio of the duty operator and the first operation information on the target duty device; the first call audio can be the voice data for the duty operator to communicate according to the user's call audio, or can be the reference voice data provided for the trainee operator to conduct simulation training; the first operation information can be the operation behavior of the duty operator according to the user's requirements, or can be the reference operation behavior provided for the trainee operator to conduct simulation training. Here, it should be noted that the user's call audio and the first call audio of the duty operator can be obtained by preprocessing the original call audio file of the duty operator based on the target duty device during the call with the user, and the first operation information can be obtained by calling the log of the target duty device during the current call. Exemplarily, the original call audio file can be successively subjected to audio noise reduction, silence processing, speaker separation, voiceprint clustering, and voiceprint verification processing to separate and extract the user's call audio and the first call audio of the duty operator.

[0037] Further, for the standardized training of the trainee operator, the user's call audio and the first associated information are forwarded to the target training device. For example, the user's call audio and the first associated information can be packaged and the packaged file can be sent to the target training device bound to the target duty device through a local area network, Bluetooth, or Zigbee; the user's call audio can also be directly connected to the target training device in real time, and the first associated information can be uploaded to the target training device in real time.

[0038] Exemplarily, Figure 2 is the network connection diagram of the devices in a method for training an operator provided by an embodiment of the present invention. As Figure 2 shown, the operator training system includes at least one duty device A and at least one training device B, and the duty device A and the training device B are connected through a call server C. Among them, the duty device A1 can be bound to the training devices B1 - B4 at the same time; it can also be that the duty device and the training device are bound one by one in the order of their serial numbers. For example, the duty device A1 is bound to the training device B1, the duty device A2 is bound to the training device B2, the duty device A3 is bound to the training device B3, and the duty device A4 is bound to the training device B4; it can also be set according to actual needs. Of course, the present invention embodiment does not limit the binding method of the duty device and the training device.

[0039] S120. The target training device plays the user's call audio and obtains second associated information corresponding to the user's call audio. Among them, the second associated information includes the second call audio of the operator to be trained corresponding to the target training device and the second operation information on the target training device.

[0040] Among them, the second associated information may be the response information made by the operator to be trained according to the requirements in the user's call audio during the current call, and may include the second call audio of the operator to be trained and the second operation information on the target training device. The second call audio may be the voice data for the operator to be trained to communicate according to the user's call audio. The second operation information may be the operation behavior of the operator to be trained according to the user's requirements.

[0041] In the embodiment of the present invention, for the target training device to obtain the second associated information corresponding to the user's call audio, it may determine the second call audio of the operator to be trained by extracting the audio information collected by the microphone in the target training device, and obtain the second operation information on the target training device by calling the log during the current call of the target training device.

[0042] S130. The target training device performs simulation training on the operator to be trained based on the first associated information and the second associated information.

[0043] Among them, the simulation training may be a process of standardizing the language and operations of the operator to be trained during simulated operations.

[0044] In the embodiment of the present invention, for the simulation training of the operator to be trained, the first associated information may be used as the standard reference information to train the second associated information. Specifically, it may compare the call audio and operation information in the first associated information and the second associated information respectively to judge the standard degree of the service language of the operator to be trained and whether the operation behavior is correct, and then determine the score value of the operator to be trained according to the judgment result. Among them, the score value may be a judgment standard reflecting the service level of the operator to be trained. The higher the standard degree of the service language, the higher the score value, and the higher the correct rate of the operation behavior, the higher the score value.

[0045] An embodiment of the present invention provides a training solution for operators. This method is applied to an operator training system. The operator training system includes at least one duty device and at least one training device. The method includes: during the call between the duty operator and the user based on the target duty device, the target duty device real-time obtains the call audio of the user and the first associated information corresponding to the call audio of the user, and forwards the call audio of the user and the first associated information to the target training device; wherein, the first associated information includes the first operator audio of the duty operator and the first operation information on the target duty device; the target duty device is at least one duty device in the operator duty system, and the target training device is a training device bound to the target duty device; the target training device plays the call audio of the user and obtains the second associated information corresponding to the call audio of the user; wherein, the second associated information includes the second operator audio of the trainee operator corresponding to the target training device and the second operation information on the target training device; the target training device performs simulation training on the trainee operator based on the first associated information and the second associated information. This technical solution can take into account both the normal operation of the duty operator and the simulation training of the trainee operator, provide a real operation environment for the simulation training of the trainee operator, and improve the efficiency of the operator simulation training by comparing the first associated information obtained by the target duty device and the second associated information obtained by the target training device.

[0046] Figure 3 FIG. 4 is a flowchart of a method for training an operator according to another embodiment of the present invention. The embodiment of the present invention is applicable to the scenario of training an operator. The method includes:

[0047] S310. During the call between the duty operator and the user based on the target duty device, the target duty device real-time obtains the call audio of the user and the first associated information corresponding to the call audio of the user, and forwards the call audio of the user and the first associated information to the target training device; wherein, the first associated information includes the first operator audio of the duty operator and the first operation information on the target duty device; the target duty device is at least one duty device in the operator duty system, and the target training device is a training device bound to the target duty device.

[0048] S320. The target training device plays the call audio of the user and obtains the second associated information corresponding to the call audio of the user; wherein, the second associated information includes the second operator audio of the trainee operator corresponding to the target training device and the second operation information on the target training device.

[0049] S330. The target training device compares the first operation information with the second operation information.

[0050] It can be understood that according to the requirements mentioned in the user's call audio during the call or the operation specifications that the operator needs to follow, the operation information of the operator on the device can be that both the operation steps and the operation results are the same, or the operation steps are different while the operation results are the same. Therefore, the target training device compares the first operation information with the second operation information. For the operations of some specified steps, it can be determined whether the operation steps of the first operation information and the second operation information are the same; for the operations that can be completed without specified steps, it can be determined whether the operation results of the first operation information and the second operation information are the same. This can optimize the process of comparing operation information and improve the efficiency of training the operator.

[0051] In addition, it can also be determined whether the first operation information and the second operation information are the same by limiting whether the operator to be trained completes the second operation information within the preset operation time. Among them, the preset operation time can be a preset time threshold. Specifically, the preset operation time can be the time difference between the start time of the second operation information corresponding to the operator to be trained and the response time of the operation instruction; it can also be the time difference between the start times of the first operation information and the second operation information after the operator hears the corresponding instruction or requirement.

[0052] Exemplarily, answering a call can be done by picking up the receiver or clicking the answer button on the device. If the on-duty operator answers the call 2 seconds after hearing the phone ring and the preset operation time is 4 seconds, it can be determined whether the operator to be trained successfully answers the call within 6 seconds after the phone rings to determine whether the operation information of the operator to be trained is the same as the first operation information corresponding to the on-duty operator.

[0053] S340. When it is determined that the first operation information is the same as the second operation information, compare the first call audio with the second call audio to determine the similarity between the first call audio and the second call audio.

[0054] Among them, the similarity can be the similarity of the standard terms, correct response terms, speaking tone or speaking speed in the first call audio and the second call audio. The similarity can input the first call audio and the second call audio into a pre-trained convolutional neural network model to output their similarity. Among them, the pre-trained convolutional neural network model can be trained through a pre-obtained training sample set to determine the similarity between different samples. The similarity can also be determined according to the identity of the phonemes in the first call audio and the second call audio.

[0055] In an embodiment of the present invention, optionally, when it is determined that the first operation information is different from the second operation information, an operation error prompt is given, and the playback of the user's call audio is prohibited to terminate the simulation training of the to-be-trained operator.

[0056] Among them, when the first operation information is different from the second operation information, it may be that the operation steps of the first operation information are different from those of the second operation information, or the operation results of the first operation information are different from those of the second operation information. The operation error prompt may be a ringtone prompt or a voice prompt to remind the to-be-trained operator that the operation does not conform to the first operation information.

[0057] When it is determined that the first operation information is different from the second operation information, an operation error prompt is given, and the playback of the user's call audio is prohibited to terminate the simulation training of the to-be-trained operator, which can improve the training efficiency of the operator and enhance the training effect of the operator.

[0058] S350. When the similarity is greater than a preset similarity threshold, determine whether a preset simulation training termination condition is met. If so, execute S360; otherwise, return to execute S320.

[0059] S360. Terminate the simulation training of the to-be-trained operator.

[0060] Among them, the preset similarity threshold may be a threshold range set according to the training difficulty of the operator or actual requirements. For example, if the to-be-trained operator is in the initial stage of training, the preset similarity threshold can be adjusted to 80%; if the to-be-trained operator is in the later stage of training, the preset similarity threshold can be adjusted to 90%. When the similarity is greater than the preset similarity threshold, it means that the second call audio corresponding to the to-be-trained operator meets the requirements, and the requirements or answering rules proposed by the user can be completed while ensuring user satisfaction.

[0061] In an embodiment of the present invention, the termination condition may be a determination condition when the to-be-trained operator does not meet the preset requirements. Optionally, the preset simulation training termination condition includes: the similarity is less than the preset similarity threshold; or, the first operation information is different from the second operation information; or, a simulation training termination instruction input by the to-be-trained operator is received.

[0062] Among them, it can be understood that the simulation training does not affect the normal operation of the duty operator. The termination of the simulation training can be automatically exited due to an error during the training process, or it can be that the trainee operator subjectively exits the training. Specifically, the termination condition can be that the similarity is less than a preset similarity threshold. For example, the similarity of 87% is less than the preset similarity threshold of 90%. The termination condition can also be that the first operation information is different from the second operation information. For example, the trainee operator does not answer the call within the specified preset time. The termination condition can also be receiving a simulation training termination instruction input by the trainee operator. For example, the simulation training termination instruction input by the trainee operator can be that the trainee operator clicks the end button or hangs up the phone in the target training device. After receiving the simulation training termination instruction, the operator training system terminates the simulation training of the trainee operator.

[0063] The technical solution provided by the embodiments of the present invention can specifically standardize the operation level of the trainee operator and improve the training efficiency of the trainee operator by comparing the first operation information with the second operation information and comparing the first traffic audio with the second traffic audio.

[0064] Figure 4 It is a flowchart of an operator training method provided by another embodiment of the present invention, which is an optimization based on the above-mentioned embodiments of the present invention. As Figure 4 shown, the method includes:

[0065] S410. When the target duty device receives an incoming call on-stage message, forward the incoming call on-stage message to the target training device.

[0066] Among them, the incoming call on-stage information may include the user's phone information, the incoming call time information, the incoming call ringtone information, etc. In the embodiments of the present invention, when the target duty device receives an incoming call on-stage message, forwarding the incoming call on-stage message to the target training device can truly simulate the actual operation scenario and train the call answering skills of the trainee operator.

[0067] In the embodiments of the present invention, optionally, when the target duty device receives an incoming call on-stage message, forwarding the incoming call on-stage message to the target training device includes: when the target duty device receives an incoming call on-stage message, determining whether there is training device information corresponding to and bound to the target duty device; when it is determined that there is training device information corresponding to and bound to the target duty device, determining the target training device based on the training device information; forwarding the incoming call on-stage message to the target training device.

[0068] It can be understood that a target duty device can be bound to one or more training devices, or can also not be bound to a training device. Whether there is training device information corresponding to the target duty device is determined according to the target duty device. Among them, the training device information may include the number of the training device, the binding information, and the status information of the training device. Based on the training device information, the target training device can be determined. The training device in the online state can be verified through the preset binding information in the training device information. If the verification information passes, the target training device can be determined.

[0069] Based on the above embodiments, optionally, before determining whether there is training device information corresponding to the target duty device when the target duty device receives a call-up message, it further includes: for each training device in the operator training system, determining a first duty device corresponding to the current training device; the current training device sending a binding request to the first duty device; when the current training device determines that the first duty device agrees to bind based on the binding response information fed back by the first duty device, sending the information of the current training device to the first duty device; where the binding response information is a response information corresponding to the binding request.

[0070] It can be understood that one training device can correspond to one or more duty devices. When the current training device starts training, it can only be bound to and train with one duty device. For each training device in the operator training system, determining the first duty device corresponding to the current training device can be based on the numbers of the training device and the duty device to determine the first duty device; or it can be based on the pre-determined corresponding relationship between the training device and the duty device to determine the first duty device.

[0071] Further, when a binding request of a training device is monitored, binding response information is fed back according to the binding request of the training device. The binding request may include the binding verification information of the current training device, and the binding response information may be information for the first duty device to judge whether the binding can be successful based on the binding verification information of the current training device. Specifically, if the binding request is verified successfully, the first duty device agrees to bind; if the binding request is verified failed, the first duty device refuses to bind.

[0072] S420. When the target duty device detects that the duty operator answers the call-up message, the target duty device obtains the first answering operation record of the duty operator and forwards the first answering operation record to the target training device.

[0073] Among them, the first answering operation record of the duty operator can include the operation behavior record of answering and the standard language record after connection. The operation behavior of answering can include the answering behavior and the answering speed; the standard language after connection can be set according to actual needs.

[0074] In the embodiment of the present invention, forwarding the first answering operation record to the target training device can use the first answering operation record of the duty operator as a reference standard for the trainee operator to determine whether the answering operation record of the trainee operator meets the preset requirements. Among them, the preset requirements can include correct answering and answering within a preset time. Exemplarily, answering a call can be done by picking up the receiver or clicking the answering button on the device. If the preset answering time is 5 seconds, it can be determined whether the answering operation record of the trainee operator is correct by judging whether the trainee operator successfully answers the call within 5 seconds after the phone rings.

[0075] S430. The target training device obtains the second answering operation record of the trainee operator for the incoming call message and compares the first answering operation record with the second answering operation record.

[0076] Among them, the second answering operation record of the incoming call message can be the operation behavior record of the trainee operator for the incoming call information and the standard language record after connection. In the embodiment of the present invention, for the target training device to obtain the second answering operation record of the trainee operator for the incoming call message, it can be that the first duty device responds to the incoming call message forwarding request and sends the incoming call message to the target training device, and the target training device can call the device system log to obtain the second answering operation record of the trainee operator.

[0077] Comparing the first operation record with the second answering operation record can be carried out from two aspects: the answering operation behavior and the standard language after connection.

[0078] S440. During the call between the duty operator and the user based on the target duty device, the target duty device real-time obtains the call audio of the user and the first associated information corresponding to the call audio of the user.

[0079] S450. When the first answering operation record is the same as the second answering operation record, the target duty device forwards the call audio of the user and the first associated information to the target training device.

[0080] It can be understood that when the first answer operation record is the same as the second answer operation record, it indicates that the second answer operation of the operator to be trained is correct, and subsequent training can continue. Among them, subsequent training can include performing corresponding operation behaviors based on the user's call audio after answering the call, such as transferring the call, querying information, etc. To provide a reference operation behavior for the subsequent operation behaviors of the operator to be trained, the target duty device can forward the user's call audio and the first associated information to the target training device.

[0081] S460. The target training device plays the user's call audio and obtains second associated information corresponding to the user's call audio; wherein, the second associated information includes the second call audio of the operator to be trained corresponding to the target training device and the second operation information of the target training device.

[0082] S470. The target training device performs simulation training on the operator to be trained based on the first associated information and the second associated information.

[0083] The technical solution provided by the embodiment of the present invention can simulate the actual operation scenario by comparing the first answer operation record of the duty operator and the second answer operation record of the operator to be trained according to the incoming call message, improve the effect of the operator's simulation training, and further improve the efficiency of the operator's simulation training.

[0084] Based on the above embodiments, a preferred embodiment is further provided. Figure 5 It is a flowchart of a method for training an operator provided by another embodiment of the present invention. As Figure 5 shown, the method includes:

[0085] S501. The target device logs in to the operator training system;

[0086] S502. Adjust the target device to the target training device, and determine a target duty device among at least one duty device corresponding to the target training device; wherein, the target duty device can be determined automatically or manually.

[0087] S503. The target duty device receives the incoming call message and forwards it to the target training device, and the target training device displays the incoming call message.

[0088] S504. The target duty device obtains the first answer operation record of the duty operator for the incoming call message, and the target training device obtains the second answer operation record of the operator to be trained for the incoming call message.

[0089] S505. Compare the first answering operation record with the second answering operation record to determine whether the second answering operation of the operator to be trained is correct. If so, execute S506; otherwise, return to execute S503.

[0090] S506. During the call between the on-duty operator and the calling user based on the target on-duty device, determine the transfer requirement of the calling user according to the call audio of the calling user, and real-time obtain the call audio of the calling user and the first transfer correlation information of the on-duty operator and forward them to the target training device. The first transfer correlation information may include the operation information of the on-duty operator for querying the called user information and filling in the call bill window, and the first audio information of the on-duty operator.

[0091] S507. The target training device plays the call audio of the calling user and obtains the second transfer correlation information corresponding to the call audio of the calling user. The second transfer correlation information may include the operation information of the operator to be trained for querying the called user information and filling in the call bill window, and the first audio information of the operator to be trained.

[0092] S508. The target training device compares the first transfer correlation information with the second transfer correlation information to determine whether the operation of the operator to be trained is correct. If so, execute S509; otherwise, return to execute S503.

[0093] S509. According to the first transfer correlation information, the on-duty operator calls the called user based on the target on-duty device, and the target on-duty device real-time obtains the call audio of the called user and the first call information of the on-duty operator and forwards them to the target training device. The first call correlation information may include the call operation information of the on-duty operator for the called user, and the second audio information of the on-duty operator.

[0094] S510. The target training device plays the call audio of the called user and obtains the second call correlation information corresponding to the call audio of the called user. The second call correlation information may include the call operation information of the operator to be trained for the called user, and the second audio information of the operator to be trained.

[0095] S511. The target training device compares the first call correlation information with the second call correlation information to determine whether the operation of the operator to be trained is correct. If so, execute S512; otherwise, return to execute S503.

[0096] S512. Based on the first call association information, the on-duty operator conducts a three-way call based on the target on-duty device. The target on-duty device obtains the three-way call audio and the first monitoring association information of the on-duty operator in real time and forwards them to the target training device. Among them, the first monitoring association information may include the operation information of the on-duty operator inserting, withdrawing, and monitoring the three-way call during the three-way call process, as well as the third audio information of the on-duty operator.

[0097] S513. The target training device plays the three-way call audio and obtains the second monitoring association information corresponding to the three-way call audio. Among them, the second monitoring association information may include the operation information of the trainee operator inserting, withdrawing, and monitoring the three-way call during the three-way call process, as well as the third audio information of the trainee operator.

[0098] S514. The target training device compares the first monitoring association information with the second monitoring association information to determine whether the operation of the trainee operator is correct. If so, execute S515; otherwise, return to execute S503.

[0099] S515. After the call ends, the target on-duty device obtains the first end association information of the on-duty operator in real time, and the target training device obtains the second end association information of the trainee operator in real time. Among them, the first end association information may include the end operation information of the on-duty operator and the fourth audio information of the on-duty operator. Among them, the second end association information may include the end operation information of the trainee operator and the fourth audio information of the trainee operator.

[0100] S516. The target training device compares the first end association information with the second end association information to determine whether the operation of the trainee operator is correct. If so, execute S517; otherwise, return to execute S503.

[0101] S517. Analyze the training process of the trainee operator and determine the training score value.

[0102] S518. Determine whether the training score value of the trainee operator is greater than or equal to the preset score threshold. If so, execute S519; otherwise, return to execute S503.

[0103] S519. The training is completed.

[0104] Figure 6 It is a schematic structural diagram of a call operator training device provided by an embodiment of the present invention. As Figure 6 shown, it is applied to a call operator training system. Among them, the call operator training system includes at least one on-duty device and at least one training device. The device includes:

[0105] The first associated information processing module 610 is configured to, during the process of a duty operator communicating with a user based on a target duty device, the target duty device to obtain in real time the call audio of the user and the first associated information corresponding to the call audio of the user, and forward the call audio of the user and the first associated information to a target training device; wherein, the first associated information includes the first call audio of the duty operator and the first operation information on the target duty device; the target duty device is at least one duty device in the call duty system, and the target training device is a training device bound to the target duty device;

[0106] The second associated information processing module 620 is configured to the target training device play the call audio of the user and obtain the second associated information corresponding to the call audio of the user; wherein, the second associated information includes the second call audio of the trainee operator corresponding to the target training device and the second operation information on the target training device;

[0107] The operator training module 630 is configured to the target training device perform simulation training on the trainee operator based on the first associated information and the second associated information.

[0108] An embodiment of the present invention provides an operator training solution, which is applied to an operator training system. The operator training system includes at least one duty device and at least one training device, and includes: during the process of a duty operator communicating with a user based on a target duty device, the target duty device obtains in real time the call audio of the user and the first associated information corresponding to the call audio of the user, and forwards the call audio of the user and the first associated information to a target training device; wherein, the first associated information includes the first call audio of the duty operator and the first operation information on the target duty device; the target duty device is at least one duty device in the call duty system, and the target training device is a training device bound to the target duty device; the target training device plays the call audio of the user and obtains the second associated information corresponding to the call audio of the user; wherein, the second associated information includes the second call audio of the trainee operator corresponding to the target training device and the second operation information on the target training device; the target training device performs simulation training on the trainee operator based on the first associated information and the second associated information. This technical solution can take into account both the normal operation of the duty operator and the simulation training of the trainee operator, provide a real operation environment for the simulation training of the trainee operator, and improve the efficiency of the operator simulation training by comparing the first associated information obtained by the target duty device and the second associated information obtained by the target training device.

[0109] Further, the operator training module 630 includes:

[0110] An operation information first comparison unit is configured to compare, by the target training device, the first operation information with the second operation information;

[0111] A traffic audio comparison unit is configured to, when it is determined that the first operation information is the same as the second operation information, compare the first traffic audio with the second traffic audio to determine the similarity between the first traffic audio and the second traffic audio;

[0112] A simulation training unit is configured to, when the similarity is greater than a preset similarity threshold, return to execute playing the call audio of the user until a preset simulation training termination condition is met, and then terminate the simulation training of the trainee operator.

[0113] Further, the preset simulation training termination condition includes:

[0114] The similarity is less than the preset similarity threshold; or,

[0115] The first operation information is different from the second operation information; or,

[0116] A simulation training termination instruction input by the trainee operator is received.

[0117] Further, the operator training module 630 further includes:

[0118] An operation information second comparison unit is configured to, when it is determined that the first operation information is different from the second operation information, give an operation error prompt and prohibit playing the call audio of the user to terminate the simulation training of the trainee operator.

[0119] Further, the device further includes:

[0120] An incoming call on-stage information forwarding module is configured to, before the target duty device obtains the call audio of the user and the first associated information corresponding to the call audio of the user during a call between the duty operator and the user based on the target duty device, when the target duty device receives an incoming call on-stage message, forward the incoming call on-stage message to the target training device;

[0121] A first answer operation record processing module is configured to, when the target duty device detects that the duty operator answers the incoming call on-stage message, the target duty device obtains the first answer operation record of the duty operator and forwards the first answer operation record to the target training device;

[0122] The second call answering operation record comparison module is used for the target training device to obtain the second call answering operation record of the operator to be trained for the incoming call upstage message, and compare the first call answering operation record with the second call answering operation record;

[0123] Further, the device further includes:

[0124] The first associated information forwarding module is used for, before forwarding the call audio of the user and the first associated information to the target training device, when the first call answering operation record is the same as the second call answering operation record, the target duty device forwards the call audio of the user and the first associated information to the target training device.

[0125] Further, the incoming call upstage information forwarding module includes:

[0126] The training device information determination unit is used for, when the target duty device receives the incoming call upstage message, determining whether there is training device information corresponding to and bound to the target duty device;

[0127] The target training device determination unit is used for, when it is determined that there is training device information corresponding to and bound to the target duty device, determining the target training device based on the training device information;

[0128] The incoming call upstage message forwarding unit is used for forwarding the incoming call upstage message to the target training device.

[0129] Further, the incoming call upstage information forwarding module further includes:

[0130] The first duty device determination unit is used for, before determining whether there is training device information corresponding to and bound to the target duty device when the target duty device receives the incoming call upstage message, determining, for each training device in the operator training system, the first duty device corresponding to the current training device;

[0131] The binding request sending unit is used for the current training device to send a binding request to the first duty device;

[0132] The device binding unit is used for, when the current training device determines that the first duty device agrees to bind based on the binding response information fed back by the first duty device, sending the information of the current training device to the first duty device; wherein, the binding response information is the response information corresponding to the binding request.

[0133] The above device can execute the methods provided by all the foregoing embodiments of the present invention, and has corresponding functional modules and beneficial effects for executing the above methods. For technical details not described in detail in the embodiments of the present invention, reference may be made to the methods provided by all the foregoing embodiments of the present invention.

[0134] An embodiment of the present invention further provides a storage medium containing computer-executable instructions, and the computer-executable instructions are used to execute the operator training method provided by the embodiment of the present invention when executed by a computer processor.

[0135] Storage medium - any of various types of memory devices or storage devices. The term "storage medium" is intended to include: installation media such as CD-ROMs, floppy disks or magnetic tape devices; computer system memories or random access memories such as DRAM, DDRRAM, SRAM, EDORAM, Rambus RAM, etc.; non-volatile memories such as flash memory, magnetic media (such as hard disks or optical storage); registers or other similar types of memory elements, etc. The storage medium may also include other types of memories or combinations thereof. Additionally, the storage medium may be located in a first computer system in which the program is executed, or may be located in a different second computer system that is connected to the first computer system via a network (such as the Internet). The second computer system may provide program instructions to the first computer for execution. The term "storage medium" may include two or more storage media that may reside in different locations (such as in different computer systems connected via a network). The storage medium may store program instructions (such as specifically implemented as a computer program) executable by one or more processors.

[0136] Of course, for a storage medium containing computer-executable instructions provided by an embodiment of the present invention, the computer-executable instructions are not limited to the above-mentioned operator training operations, and can also execute relevant operations in the operator training methods provided by any embodiment of the present invention.

[0137] An embodiment of the present invention provides a training solution for telephone operators. This method is applied to a telephone operator training system. The telephone operator training system includes at least one duty device and at least one training device. The method includes: during the call between the duty telephone operator and the user based on the target duty device, the target duty device real-time obtains the call audio of the user and the first associated information corresponding to the call audio of the user, and forwards the call audio of the user and the first associated information to the target training device; wherein, the first associated information includes the first call audio of the duty telephone operator and the first operation information on the target duty device; the target duty device is at least one duty device in the call duty system, and the target training device is a training device bound to the target duty device; the target training device plays the call audio of the user and obtains the second associated information corresponding to the call audio of the user; wherein, the second associated information includes the second call audio of the trainee telephone operator corresponding to the target training device and the second operation information on the target training device; the target training device performs simulation training on the trainee telephone operator based on the first associated information and the second associated information. This technical solution can take into account both the normal operation of the duty telephone operator and the simulation training of the trainee telephone operator, provide a real operation environment for the simulation training of the trainee telephone operator, and improve the efficiency of the simulation training of telephone operators by comparing the first associated information obtained by the target duty device and the second associated information obtained by the target training device.

[0138] An embodiment of the present invention provides a telephone operator training system. The telephone operator training system includes at least one duty device and at least one training device. Figure 7 It is a structural block diagram of a telephone operator training system provided by an embodiment of the present invention. The telephone operator training system 700 may include: a target duty device 710 and a target training device 720. Wherein,

[0139] The target duty device 710 is configured to, during the call between the duty telephone operator and the user based on the target duty device, real-time obtain the call audio of the user and the first associated information corresponding to the call audio of the user, and forward the call audio of the user and the first associated information to the target training device; wherein, the first associated information includes the first call audio of the duty telephone operator and the first operation information on the target duty device; the target duty device is at least one duty device in the call duty system, and the target training device is a training device bound to the target duty device;

[0140] The target training device 720 is configured to play the call audio of the user and obtain second associated information corresponding to the call audio of the user; wherein, the second associated information includes the second call audio of the operator to be trained corresponding to the target training device and the second operation information on the target training device; and perform simulation training on the operator to be trained based on the first associated information and the second associated information.

[0141] In the operator training system provided in the embodiments of the present invention, during the process of an on-duty operator communicating with a user based on a target on-duty device, the target on-duty device acquires the call audio of the user and the first associated information corresponding to the call audio of the user in real time, and forwards the call audio of the user and the first associated information to the target training device; wherein, the first associated information includes the first call audio of the on-duty operator and the first operation information on the target on-duty device; the target on-duty device is at least one on-duty device in the call duty system, and the target training device is a training device bound to the target on-duty device; the target training device plays the call audio of the user and obtains second associated information corresponding to the call audio of the user; wherein, the second associated information includes the second call audio of the operator to be trained corresponding to the target training device and the second operation information on the target training device; the target training device performs simulation training on the operator to be trained based on the first associated information and the second associated information. This technical solution can take into account both the normal operation of the on-duty operator and the simulation training of the operator to be trained, provide a real operation environment for the simulation training of the operator to be trained, and improve the efficiency of the operator simulation training by comparing the first associated information acquired by the target on-duty device and the second associated information acquired by the target training device.

[0142] The operator training device, storage medium, and system provided in the above embodiments can execute the operator training method provided in any embodiment of the present invention, and have corresponding functional modules and beneficial effects for executing the method. For technical details not described in detail in the above embodiments, reference can be made to the operator training method provided in any embodiment of the present invention.

[0143] Note that the above is only a preferred embodiment of the present invention and the technical principles applied. Those skilled in the art will understand that the present invention is not limited to the specific embodiments described herein. Various obvious changes, re-adjustments, and substitutions can be made by those skilled in the art without departing from the protection scope of the present invention. Therefore, although the present invention has been described in detail through the above embodiments, the present invention is not limited to the above embodiments. Without departing from the concept of the present invention, more other equivalent embodiments can be included, and the scope of the present invention is determined by the scope of the appended claims.

Claims

1. A method for training telephone operators, characterized in that, Applied to a telephone operator training system, wherein the telephone operator training system includes at least one duty device and at least one training device, and the method includes: During the process of a duty telephone operator communicating with a user based on a target duty device, the target duty device real-time obtains the call audio of the user and first associated information corresponding to the call audio of the user, and forwards the call audio of the user and the first associated information to a target training device; wherein, the first associated information includes the first call audio of the duty telephone operator and first operation information on the target duty device; the target duty device is at least one duty device in the telephone operator training system, and the target training device is a training device bound to the target duty device; The target training device plays the call audio of the user and obtains second associated information corresponding to the call audio of the user; wherein, the second associated information includes the second call audio of the trainee telephone operator corresponding to the target training device and second operation information on the target training device; The target training device conducts simulation training on the trainee telephone operator based on the first associated information and the second associated information; Wherein, before the target duty device obtains the call audio of the user and the first associated information corresponding to the call audio of the user during the process of the duty telephone operator communicating with the user based on the target duty device, it further includes: When the target duty device receives an incoming call on-stage message, it forwards the incoming call on-stage message to the target training device; When the target duty device detects that the duty telephone operator answers the incoming call on-stage message, the target duty device obtains the first answer operation record of the duty telephone operator and forwards the first answer operation record to the target training device; The target training device obtains the second answer operation record of the trainee telephone operator for the incoming call on-stage message and compares the first answer operation record with the second answer operation record; Before forwarding the call audio of the user and the first associated information to the target training device, it further includes: When the first answer operation record is the same as the second answer operation record, the target duty device forwards the call audio of the user and the first associated information to the target training device.

2. The method according to claim 1, characterized in that The target training device conducts simulation training on the trainee telephone operator based on the first associated information and the second associated information, including: The target training device compares the first operation information with the second operation information; When it is determined that the first operation information is the same as the second operation information, the first call audio is compared with the second call audio to determine the similarity between the first call audio and the second call audio; When the similarity is greater than a preset similarity threshold, return to execute playing the call audio of the user until a preset simulation training termination condition is met, and then terminate the simulation training on the trainee telephone operator.

3. The method according to claim 2, wherein The preset simulation training termination condition includes: The similarity is less than the preset similarity threshold; or, The first operation information is different from the second operation information; or, A simulation training termination instruction input by the operator to be trained is received.

4. The method according to claim 2, wherein Also includes: When it is determined that the first operation information is different from the second operation information, an operation error prompt is given, and playing of the user's call audio is prohibited to terminate the simulation training of the operator to be trained.

5. The method according to claim 1, wherein When the target duty device receives the incoming call message, forwarding the incoming call message to the target training device includes: When the target on-duty device receives an incoming call message, it is determined whether there is training device information corresponding to and bound to the target on-duty device; When it is determined that there is training device information corresponding to and bound to the target on-duty device, determining the target training device based on the training device information; The incoming call message is forwarded to the target training device.

6. The method according to claim 5, wherein When the target on-duty device receives the incoming call message, before determining whether there is training device information corresponding to and bound to the target on-duty device, the method further includes: For each training device in the operator training system, determining a first on-duty device corresponding to the current training device; The current training device sends a binding request to the first on-duty device; When the current training device determines that the first on-duty device agrees to the binding based on the binding response information fed back by the first on-duty device, the information of the current training device is sent to the first on-duty device; wherein the binding response information is response information corresponding to the binding request.

7. An operator training device, characterized in that, Applied to an operator training system, wherein the operator training system includes at least one duty device and at least one training device, and the device includes: The first associated information processing module is used for, during a call between an on-duty operator and a user based on a target on-duty device, the target on-duty device to obtain the user's call audio and the first associated information corresponding to the user's call audio in real time, and forward the user's call audio and the first associated information to a target training device; wherein the first associated information includes the first call audio of the on-duty operator and the first operation information on the target on-duty device; the target on-duty device is at least one on-duty device in the operator training system, and the target training device is a training device bound to the target on-duty device; A second associated information processing module, used for the target training device to play the call audio of the user and obtain second associated information corresponding to the call audio of the user; wherein the second associated information includes the second call audio of the operator to be trained corresponding to the target training device and the second operation information of the target training device; An operator training module, used for the target training device to perform simulation training on the operator to be trained based on the first association information and the second association information; An incoming call and stage information forwarding module, configured to forward an incoming call and stage message to a target training device when the target duty device receives the incoming call and stage message before the target duty device acquires the call audio of the user and first associated information corresponding to the call audio of the user during a call between a duty operator and the user based on the target duty device; A first answer operation record processing module, configured to acquire a first answer operation record of the duty operator by the target duty device and forward the first answer operation record to the target training device when the target duty device detects that the duty operator answers the incoming call and stage message; A second answer operation record comparison module, configured to acquire a second answer operation record of a trainee operator for the incoming call and stage message by the target training device and compare the first answer operation record with the second answer operation record; A first associated information forwarding module, configured to forward the call audio of the user and the first associated information to the target training device when the first answer operation record is the same as the second answer operation record before forwarding the call audio of the user and the first associated information to the target training device; 8. A computer-readable storage medium having a computer program stored thereon, characterized in that, When executed by a processing device, the program implements the operator training method according to any one of claims 1-6.

9. A telephone operator training system, characterized in that, The operator training system includes at least one duty device and at least one training device, wherein The target duty device is configured to, during a call between a duty operator and a user based on the target duty device, acquire in real time the call audio of the user and first associated information corresponding to the call audio of the user, and forward the call audio of the user and the first associated information to the target training device; wherein, the first associated information includes the first traffic audio of the duty operator and first operation information for the target duty device; the target duty device is at least one of the duty devices in the operator training system, and the target training device is a training device bound to the target duty device; The target training device is configured to play the call audio of the user and acquire second associated information corresponding to the call audio of the user; wherein, the second associated information includes the second traffic audio of the trainee operator corresponding to the target training device and second operation information for the target training device; and perform simulation training on the trainee operator based on the first associated information and the second associated information; The target duty device is further configured to, during a call between a duty operator and a user based on the target duty device, before the target duty device acquires the call audio of the user and first associated information corresponding to the call audio of the user, when the target duty device receives an incoming call and stage message, forward the incoming call and stage message to the target training device; when the target duty device detects that the duty operator answers the incoming call and stage message, acquire a first answer operation record of the duty operator by the target duty device and forward the first answer operation record to the target training device; The target training device is further configured to obtain a second answering operation record of the operator to be trained for the incoming call staging message, and compare the first answering operation record with the second answering operation record; The target duty device is further configured to, before forwarding the call audio of the user and the first associated information to the target training device, when the first answering operation record is the same as the second answering operation record, the target duty device forwards the call audio of the user and the first associated information to the target training device.

Images