A Call Management Method and System Based on Intelligent Voice Interaction

Abstract

The present application discloses a call management method and system based on intelligent voice interaction. The call management method based on intelligent voice interaction includes: obtaining the voice information of a user during the interaction between the user and the voice interaction system; identifying the language information in the voice according to the voice information; obtaining the total voice duration of the user and the operation conversion frequency during the voice interaction process of the user; determining whether the total voice duration and the operation conversion frequency reach preset conditions, and if so, storing the voice information of the user interacting with the voice interaction system into the corresponding language database according to the language information. The present application determines whether the user is not satisfied with the answer according to the total voice duration of the user and the operation conversion frequency during the voice interaction process of the user, and stores the voice information in different language databases according to the different languages of the user. When conducting manual review, the database can be directly selected according to the language, thereby reducing the retrieval volume.

Description

Technical Field

[0001] The present application relates to the field of voice interaction technology, and in particular to an incoming call management method based on intelligent voice interaction and an incoming call management system based on intelligent voice interaction. Background Art

[0002] In existing technologies, intelligent voice interaction has become a part of everyday life. Whether it's a banking or insurance voice consultation system, AI voice services are now used. For example, in a banking voice application scenario, a user communicates with a voice interaction system. For example, in the first round of communication, the user asks, "How much is the interest on a fixed deposit?" The voice interaction system might respond, "To inquire about deposits, please press 2." After the user presses 2 on the keyboard, the voice interaction system continues, "Hello, what deposit service do you want to inquire about?"

[0003] The above voice interaction process is a typical intelligent interaction process. During the interaction process, each process in which the user needs to perform a corresponding operation is an operation conversion. For example, in the above example, the user is required to press 2 on the keyboard, and the user presses 2, then the user has performed an operation conversion.

[0004] When performing actual voice interaction, users may not be able to get the answers they want through the voice interaction system. In this case, during manual review, it is necessary to specifically check this type of voice information to find the problem with the manual interaction. However, if all this information is stored in a database, manual search will be time-consuming and laborious. If these voice messages are in different languages and the person manually searching does not understand the language, it will lead to further time-consuming and labor-intensive searches.

[0005] Therefore, it is desired to have a technical solution to overcome or at least alleviate at least one of the above-mentioned deficiencies of the prior art. Summary of the Invention

[0006] The object of the present invention is to provide an incoming call management method based on intelligent voice interaction to overcome or at least alleviate at least one of the above-mentioned defects of the prior art.

[0007] One aspect of the present invention provides an incoming call management method based on intelligent voice interaction, the incoming call management method based on intelligent voice interaction comprising:

[0008] Obtaining the user's voice information during the interaction between the user and the voice interaction system;

[0009] recognizing language information in the speech according to the speech information;

[0010] Obtain the total voice duration of the user and the operation conversion frequency of the user during the voice interaction process;

[0011] Determine whether the total voice duration and the operation conversion frequency reach preset conditions. If so, then

[0012] Store the voice information of the user interacting with the voice interaction system into the corresponding language database according to the language information.

[0013] Optionally, the identifying the language information in the voice according to the voice information includes:

[0014] Obtain a trained language recognition model;

[0015] Extract the voice features in the voice information;

[0016] Input the voice features into the language recognition model to obtain the language distribution probability calculated by the language recognition model;

[0017] Obtain the language with the highest language distribution probability as the language information of the voice information.

[0018] Optionally, the determining whether the total voice duration and the operation conversion frequency reach preset conditions includes:

[0019] Determine whether the total voice duration exceeds a preset time. If so, then

[0020] Determine whether the operation conversion frequency exceeds a preset number of times within the total voice duration. If so, then

[0021] Determine that the preset conditions are met.

[0022] Optionally, after storing the voice information of the user interacting with the voice interaction system into the corresponding language database according to the language information, the incoming call management method based on intelligent voice interaction further includes:

[0023] Obtain the scoring information after the user interacts with the voice interaction system;

[0024] Generate at least two sub-score libraries for each language database;

[0025] Store the voice information into the corresponding sub-score library according to the scoring information.

[0026] Optionally, the obtaining the voice information of the user during the interaction between the user and the voice interaction system includes:

[0027] Obtain a voice segment of the user during the interaction between the user and the voice interaction system as the voice information at every preset interval time.

[0028] Optionally, when there are multiple pieces of voice information, each piece of voice information is recognized separately to identify the language information in each piece of voice information.

[0029] Optionally, when a user has multiple pieces of voice information during the interaction with the voice interaction system and the recognized language information of the multiple pieces of voice information is different, each piece of voice information is stored in a special language database.

[0030] This application also provides a call management system based on intelligent voice interaction. The call management system based on intelligent voice interaction includes:

[0031] A voice information acquisition module, which is used to acquire the voice information of the user during the interaction between the user and the voice interaction system;

[0032] A language information acquisition module, which is used to identify the language information in the voice according to the voice information;

[0033] An information acquisition module, which is used to acquire the total voice duration of the user and the operation conversion frequency during the voice interaction between the user and the voice interaction system;

[0034] A judgment module, which is used to judge whether the total voice duration and the operation conversion frequency reach preset conditions;

[0035] A storage module, which is used to store the voice information of the user's interaction with the voice interaction system in the corresponding language database according to the language information when the judgment module judges yes.

[0036] Beneficial effects:

[0037] The call management method based on intelligent voice interaction in this application judges whether the user is not satisfied with the answer according to the total voice duration of the user and the operation conversion frequency during the voice interaction between the user and the voice interaction system, and stores the voice information in different language databases according to the different languages of the user. In this way, when performing manual review, the database can be directly selected according to the language, thereby reducing the retrieval volume. Description of the Drawings

[0038] Figure 1 is a schematic flowchart of the call management method based on intelligent voice interaction according to an embodiment of this application;

[0039] Figure 2 is an electronic device for implementing Figure 1 the call management method based on intelligent voice interaction shown. Detailed Embodiments

[0040] To make the purpose, technical solution and advantages of the present application more clear, the technical solutions in the embodiments of the present application will be described in more detail below with reference to the accompanying drawings in the embodiments of the present application. In the drawings, the same or similar reference numerals denote the same or similar elements or elements having the same or similar functions throughout. The described embodiments are some, but not all, of the embodiments of the present application. The embodiments described below by referring to the drawings are exemplary and are intended to explain the present application, and should not be construed as limiting the present application. All other embodiments obtained by those of ordinary skill in the art based on the embodiments of the present application without creative efforts belong to the scope of protection of the present application. The embodiments of the present application will be described in detail below with reference to the drawings.

[0041] It should be noted that in the description of the present invention, the terms "first" and "second" are only used for descriptive purposes and cannot be construed as indicating or implying relative importance.

[0042] Figure 1 It is a schematic flowchart of a call management method based on intelligent voice interaction according to an embodiment of the present application.

[0043] As Figure 1 shown, the call management method based on intelligent voice interaction includes:

[0044] Step 1: Obtain the voice information of the user during the interaction between the user and the voice interaction system;

[0045] Step 2: Identify the language information in the voice according to the voice information;

[0046] Step 3: Obtain the total voice duration of the user during the voice interaction and the operation conversion frequency;

[0047] Step 4: Determine whether the total voice duration and the operation conversion frequency reach preset conditions. If so,

[0048] Step 5: Store the voice information of the user's interaction with the voice interaction system into the corresponding language database according to the language information.

[0049] The call management method based on intelligent voice interaction of the present application determines whether the user is not satisfied with the answer according to the total voice duration of the user during the voice interaction and the operation conversion frequency, and stores the voice information in different language databases according to the different languages of the user. In this way, when performing manual review, the database can be directly selected according to the language, thereby reducing the retrieval volume.

[0050] In this embodiment, the identifying the language information in the voice according to the voice information includes:

[0051] Obtain a trained language recognition model;

[0052] Extract the speech features from the speech information;

[0053] Input the speech features into the language recognition model to obtain the language distribution probability calculated by the language recognition model;

[0054] Obtain the language with the highest language distribution probability as the language information of the speech information.

[0055] Specifically, in this embodiment, the language recognition system inputs the speech data to be recognized into the language recognition model, and the language recognition model outputs the language recognition result. The language recognition result can be "English", "Mandarin" or other language categories, which are not limited here. Specifically, the language recognition model can output a language distribution probability. Suppose there are 3 classifications, classification 1 is "Mandarin", classification 2 is "English", and classification 3 is "German". If the language distribution probability is (0.1, 0.2, 0.7), it means that the language recognition result has a 10% probability of being "Mandarin", a 20% probability of being "English", and a 70% probability of being "German". Therefore, "German" can be determined as the language recognition result of the speech information.

[0056] In this embodiment, the judgment of whether the total speech duration and the operation conversion frequency reach the preset conditions includes:

[0057] Judge whether the total speech duration exceeds the preset time. If so, then

[0058] Judge whether the operation conversion frequency exceeds the preset number of times within the total speech duration. If so, judge that the preset conditions are reached.

[0059] For example, if a total speech duration (here the total speech duration refers to the call time of the user's voice interaction with the voice interaction system) exceeds the preset time and the operation conversion rate exceeds the preset number of times, it is considered that the voice interaction system has not given the customer a satisfactory answer, resulting in the customer making frequent and long-term operation conversions back and forth. Therefore, this call should be manually reviewed and stored in the corresponding language database.

[0060] In this embodiment, after storing the speech information of the user's interaction with the voice interaction system into the corresponding language database according to the language information, the incoming call management method based on intelligent voice interaction further includes:

[0061] Obtain the scoring information after the user interacts with the voice interaction system;

[0062] Generate at least two sub-score databases for each language database;

[0063] Store the voice information into the corresponding sub-library for scoring according to the scoring information.

[0064] In this embodiment, it is also possible to further divide according to the scores given by users to the voice interaction system. For example, after a user interacts with the voice interaction system, usually the voice interaction system will ask the customer to evaluate the current service, such as satisfied or dissatisfied. According to such scores, voice information belonging to the same language can be further divided and stored in different sub-libraries for scoring. In this way, during the review, the scoring situation in the library can also be understood.

[0065] In this embodiment, obtaining the voice information of the user during the interaction between the user and the voice interaction system includes:

[0066] Obtain a voice segment of the user during the interaction between the user and the voice interaction system as the voice information at each preset interval.

[0067] In some cases, it may happen that the user starts communicating with the voice system in Mandarin at first. However, if the user is a foreigner with poor Mandarin, English may be used during the communication. At this time, the communication may be a mixture of Mandarin and English. By obtaining a voice segment at regular intervals, it can prevent the situation where only one voice segment can only identify one of the languages and the other language cannot be detected.

[0068] In this embodiment, when there are multiple voice information, each voice information is respectively recognized to identify the language information in each voice information.

[0069] For example, if the total duration of a call is 10 minutes and voice segments are obtained at intervals of 1 minute each, 10 voice segments can be obtained at this time. Each voice segment is respectively recognized to obtain the language information in each voice information.

[0070] In this embodiment, when there are multiple voice information of a user during the interaction with the voice interaction system and the language information recognized by the multiple voice information is different, each voice information is stored in a special language database.

[0071] Since there may be multiple languages, more professional personnel are needed for the review. Therefore, it is stored separately in a special language database.

[0072] This application also provides a call management system based on intelligent voice interaction. The call management system based on intelligent voice interaction includes a voice information acquisition module, a language information acquisition module, an information acquisition module, a judgment module, and a storage module. Among them,

[0073] The voice information acquisition module is used to acquire the voice information of the user during the interaction between the user and the voice interaction system;

[0074] The language information acquisition module is used to identify the language information in the voice according to the voice information;

[0075] The information acquisition module is used to acquire the total voice duration of the user and the operation conversion frequency during the voice interaction between the user and the voice interaction system;

[0076] The judgment module is used to judge whether the total voice duration and the operation conversion frequency reach the preset conditions;

[0077] The storage module is used to store the voice information of the user interacting with the voice interaction system into the corresponding language database according to the language information when the judgment module judges it to be yes.

[0078] The above description of the method is equally applicable to the description of the system.

[0079] This application also provides an electronic device, including a memory, a processor, and a computer program stored in the memory and capable of running on the processor. When the processor executes the computer program, the above-mentioned call management method based on intelligent voice interaction is implemented.

[0080] This application also provides a computer-readable storage medium. The computer-readable storage medium stores a computer program, and when the computer program is executed by a processor, the above-mentioned call management method based on intelligent voice interaction can be implemented.

[0081] Figure 2 It is an exemplary structural diagram of an electronic device capable of implementing the call management method based on intelligent voice interaction provided by an embodiment of the present application.

[0082] Such as Figure 2As shown in the figure, the electronic device includes an input device 501, an input interface 502, a central processing unit 503, a memory 504, an output interface 505, and an output device 506. Among them, the input interface 502, the central processing unit 503, the memory 504, and the output interface 505 are interconnected through a bus 507. The input device 501 and the output device 506 are respectively connected to the bus 507 through the input interface 502 and the output interface 505, and then connected to other components of the electronic device. Specifically, the input device 501 receives external input information and transmits the input information to the central processing unit 503 through the input interface 502. The central processing unit 503 processes the input information based on the computer-executable instructions stored in the memory 504 to generate output information, temporarily or permanently stores the output information in the memory 504, and then transmits the output information to the output device 506 through the output interface 505. The output device 506 outputs the output information to the outside of the electronic device for the user to use.

[0083] That is to say, Figure 2 The electronic device shown in the figure can also be implemented to include: a memory storing computer-executable instructions; and one or more processors that can implement the combined Figure 1 described incoming call management method based on intelligent voice interaction.

[0084] In one embodiment, Figure 2 The electronic device shown in the figure can be implemented to include: a memory 504 configured to store executable program code; one or more processors 503 configured to run the executable program code stored in the memory 504 to execute the incoming call management method based on intelligent voice interaction in the above embodiment.

[0085] In a typical configuration, a computing device includes one or more processors (CPUs), an input / output interface, a network interface, and memory.

[0086] The memory may include non-permanent memory in the form of computer-readable media, random access memory (RAM), and / or non-volatile memory such as read-only memory (ROM) or flash memory (flash RAM). The memory is an example of computer-readable media.

[0087] A computer-readable medium includes both permanent and non-permanent, removable and non-removable media that can store information by any method or technology. The information can be computer-readable instructions, data structures, program modules, or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), static random access memory (SRAM), dynamic random access memory (DRAM), other types of random access memory (RAM), read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), flash memory or other memory technologies, compact disc read-only memory (CD-ROM), digital versatile disc (DVD) or other optical storage, magnetic cassettes, magnetic tape disk storage or other magnetic storage devices, or any other non-transitory medium that can store information accessible by a computing device.

[0088] Those skilled in the art will appreciate that the embodiments of the present application may be provided as a method, a system, or a computer program product. Therefore, the present application may take the form of an entirely hardware embodiment, an entirely software embodiment, or an embodiment combining software and hardware aspects. Moreover, the present application may take the form of a computer program product implemented on one or more computer-usable storage media (including but not limited to disk storage, CD-ROM, optical storage, etc.) that contain computer-usable program code.

[0089] In addition, it is obvious that the term "comprising" does not exclude other units or steps. The multiple units, modules, or systems stated in the system claims may also be implemented by one unit or the overall system through software or hardware. The terms first, second, etc. are used to identify names and do not denote any particular order.

[0090] The flowcharts and block diagrams in the accompanying drawings illustrate the possible architectures, functions, and operations of systems, methods, and computer program products according to various embodiments of the present application. In this regard, each block in the flowchart or block diagram may represent a module, a program segment, or a part of code that includes 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 blocks may occur in a different order than marked in the accompanying drawings. For example, two consecutive blocks marked may actually be executed substantially in parallel, and they may sometimes be executed in the reverse order, depending on the functions involved. It should also be noted that each block in the block diagram and / or flowchart, as well as the combinations of blocks in the block diagram and / or overall flowchart, may be implemented by a dedicated hardware-based system for performing the specified functions or operations, or may be implemented by a combination of dedicated hardware and computer instructions.

[0091] In this embodiment, the so-called processor may be a central processing unit (CPU), or may also be other general-purpose processors, digital signal processors (DSPs), application specific integrated circuits (ASICs), field-programmable gate arrays (FPGAs), or other programmable logic devices, discrete gate or transistor logic devices, discrete hardware components, etc. The general-purpose processor may be a microprocessor, or the processor may also be any conventional processor, etc.

[0092] The memory can be used to store computer programs and / or modules. By running or executing the computer programs and / or modules stored in the memory, and by calling the data stored in the memory, the processor can implement various functions of the system / terminal device. The memory mainly includes a program storage area and a data storage area. Among them, the program storage area can store an operating system, application programs required for at least one function (such as a sound playback function, an image playback function, etc.); the data storage area can store data created according to the use of the mobile phone (such as audio data, phone book, etc.). In addition, the memory may include high-speed random access memory, and may also include non-volatile memory, such as a hard disk, a memory, a plug-in hard disk, a smart media card (SMC), a secure digital (SD) card, a flash card, at least one magnetic disk storage device, a flash memory device, or other volatile solid-state storage devices.

[0093] In this embodiment, if the modules / units integrated in the system / terminal device are implemented in the form of software functional units and sold or used as independent products, they can be stored in a computer-readable storage medium. Based on such an understanding, to implement all or part of the processes in the above embodiment methods of the present invention, it can also be completed by hardware related to computer program instructions. The computer program can be stored in a computer-readable storage medium. When the computer program is executed by the processor, the steps of the above various method embodiments can be implemented. Among them, the computer program includes computer program code, and the computer program code can be in the form of source code, object code, executable file, or some intermediate form, etc. The computer-readable medium can include: any entity or system that can carry the computer program code, a recording medium, a USB flash drive, a mobile hard disk, a magnetic disk, an optical disc, a computer memory, a read-only memory (ROM), a random access memory (RAM), an electrical carrier signal, a telecommunication signal, and a software distribution medium, etc.

[0094] It should be noted that the content included in the computer-readable medium can be appropriately increased or decreased according to the requirements of legislation and patent practice in the jurisdiction. Although the present application is disclosed above with preferred embodiments, it is not intended to limit the present application. Any person skilled in the art can make possible changes and modifications without departing from the spirit and scope of the present application. Therefore, the protection scope of the present application shall be subject to the scope defined by the claims of the present application.

[0095] Although the present invention has been described in detail above with general descriptions and specific embodiments, on the basis of the present invention, some modifications or improvements can be made, which are obvious to those skilled in the art. Therefore, these modifications or improvements made without departing from the spirit of the present invention fall within the scope of protection required by the present invention.

Claims

1. A call management method based on intelligent voice interaction, characterized in that, The call management method based on intelligent voice interaction includes: Obtaining the voice information of the user during the interaction between the user and the voice interaction system; Identifying the language information in the voice according to the voice information; Obtaining the total voice duration and operation conversion frequency of the user during the voice interaction process; Judging whether the total voice duration and operation conversion frequency reach the preset conditions. If so, then Storing the voice information of the user interacting with the voice interaction system into the corresponding language database according to the language information.

2. The method for managing incoming calls based on intelligent voice interaction according to claim 1, wherein, The identifying the language information in the voice according to the voice information includes: Obtaining a trained language recognition model; Extracting the voice features in the voice information; Inputting the voice features into the language recognition model to obtain the language distribution probability calculated by the language recognition model; Obtaining the language with the highest language distribution probability as the language information of the voice information.

3. The incoming call management method based on intelligent voice interaction according to claim 2, characterized in that, The judging whether the total voice duration and operation conversion frequency reach the preset conditions includes: Judging whether the total voice duration exceeds the preset time. If so, then Judging whether the operation conversion frequency exceeds the preset number of times within the total voice duration. If so, then Judging that the preset conditions are met.

4. The incoming call management method based on intelligent voice interaction according to claim 3, characterized in that After storing the voice information of the user interacting with the voice interaction system into the corresponding language database according to the language information, the call management method based on intelligent voice interaction further includes: Obtaining the scoring information after the user interacts with the voice interaction system; Generating at least two sub-scoring databases for each language database; Storing the voice information into the corresponding sub-scoring database according to the scoring information.

5. The call management method based on intelligent voice interaction according to claim 4, wherein, The obtaining the voice information of the user during the interaction between the user and the voice interaction system includes: Obtaining a voice segment of the user during the interaction between the user and the voice interaction system as the voice information at every preset interval time.

6. The incoming call management method based on intelligent voice interaction according to claim 5, wherein, When there are multiple pieces of voice information, each piece of voice information is respectively identified to identify the language information in each piece of voice information.

7. The method for managing incoming calls based on intelligent voice interaction according to claim 6, characterized in that, When there are multiple pieces of voice information during the interaction between a user and the voice interaction system and the language information identified by the multiple pieces of voice information is different, storing each piece of voice information into the special language database.

8. An incoming call management system based on intelligent voice interaction, characterized in that, The call management system based on intelligent voice interaction includes: A voice information acquisition module, which is used to acquire the voice information of the user during the interaction between the user and the voice interaction system; A language information acquisition module, which is used to identify the language information in the voice according to the voice information; An information acquisition module, which is used to acquire the total voice duration and operation conversion frequency of the user during the voice interaction process; A judgment module, which is used to judge whether the total voice duration and operation conversion frequency reach the preset conditions; A storage module, which is used to store the voice information of the user interacting with the voice interaction system into the corresponding language database according to the language information when the judgment module judges yes.

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