Business query method, system and computer readable storage medium

Abstract

The application discloses a service query method, system and computer readable storage medium, the method comprises the following steps: in the process that a user inquires a service through a customer service hotline, if it is determined that the current call quality does not meet the preset call condition, the interactive voice information of the user and the customer service is collected; when detecting that the call is interrupted, the query data packet is generated according to the interactive voice information, and the query data packet is sent to the server through the pre-created communication core network; the query feedback data packet sent by the server is received, and the interactive interface is generated based on the query feedback data packet, so that the user inquires the service based on the interactive interface; the query feedback data packet is generated by the server according to the query data packet; the user terminal sends the query data packet to the server when the call is interrupted and generates the interactive interface according to the query feedback data packet sent by the server, and the user inquires the service based on the interactive interface, thereby improving the efficiency and success rate of the service query.

Description

Technical Field

[0001] This invention relates to the field of wireless communication technology, and in particular to service query methods, systems and computer-readable storage media. Background Technology

[0002] Currently, the main channels available to operators for service subscription and inquiry include: physical service centers, customer service hotlines, and online service centers. Users typically inquire about services by calling the customer service hotline.

[0003] However, the customer service hotline can only communicate and consult via voice and keypad, which is a relatively limited method. In areas with poor network signal, calls are easily interrupted, resulting in low efficiency and success rate of business inquiries.

[0004] Therefore, improving the efficiency and success rate of business queries is an urgent problem to be solved. Summary of the Invention

[0005] The main objective of this invention is to propose a business query method, system, and computer-readable storage medium, aiming to solve the problem of how to improve the efficiency and success rate of business queries.

[0006] To achieve the above objectives, the present invention provides a business query method, which is applied to a user terminal and includes the following steps:

[0007] If, during a user's business inquiry via customer service hotline, it is determined that the current call quality does not meet the preset call conditions, then the user's voice interaction with customer service will be collected.

[0008] When a call interruption is detected, a query data packet is generated based on the interactive voice information and sent to the server through a pre-created communication core network;

[0009] The system receives a query feedback data packet sent by the server and generates an interactive interface based on the query feedback data packet, so that the user can perform business queries based on the interactive interface. The query feedback data packet is generated by the server based on the query data packet.

[0010] Optionally, the step of collecting the user's interactive voice information with customer service during a user's business inquiry via customer service hotline, if it is determined that the current call quality does not meet preset call conditions, includes:

[0011] During the process of a user making a business inquiry through the customer service hotline, information on the base station signal reception strength or the interactive voice information between the user and customer service is obtained.

[0012] If it is determined, based on the base station signal reception strength information or the interactive voice information, that the current call quality does not meet the preset call conditions, then the interactive voice information between the user and customer service is collected.

[0013] Optionally, if it is determined based on the base station signal reception strength information or the interactive voice information that the current call quality does not meet the preset call conditions, then before the step of collecting the interactive voice information between the user and customer service, the following steps are included:

[0014] The base station signal received strength information is compared with a preset signal strength threshold range, and the current call quality is determined based on the comparison result to see if it meets the preset call conditions.

[0015] Alternatively, customer service voice information can be determined based on the interactive voice information, and the semantic completeness of the customer service response can be determined based on the customer service voice information. The semantic completeness of the customer service response can then be used to determine whether the current call quality meets the preset call conditions.

[0016] Alternatively, user voice information can be determined based on the interactive voice information, and call service quality can be determined based on the user voice information. The call service quality can then be used to determine whether the current call quality meets preset call conditions.

[0017] Optionally, the step of generating a query data packet based on the interactive voice information when a call interruption is detected includes:

[0018] When a call interruption is detected, semantic recognition is performed on the interactive voice information to determine the query content data and query progress data corresponding to the interactive voice information;

[0019] Based on the query content data, determine the associated query content data, and generate a query data package based on the query content data, the query progress data, and the associated query content data.

[0020] Optionally, the step of generating an interactive interface based on the query feedback data packet, so that the user can perform business queries based on the interactive interface, includes:

[0021] The query content feedback data and query progress feedback data are determined based on the query feedback data packet, and an interactive interface is generated based on the query content feedback data and the query progress feedback data. The query content feedback data and the query progress feedback data are generated by the server based on the query data packet.

[0022] The system receives user input commands through the interactive interface and performs business queries based on the commands.

[0023] Optionally, the step of generating an interactive interface based on the query content feedback data and the query progress feedback data includes:

[0024] Based on the query progress feedback data and the query content feedback data, determine the homepage query content feedback data of the interactive interface;

[0025] The interactive interface is generated based on the query content feedback data and the homepage query content feedback data.

[0026] Furthermore, to achieve the above objectives, the present invention also provides a business query method, which is applied to a server and includes the following steps:

[0027] Upon receiving a query data packet, the query service type is determined based on the query data packet, which is generated by the user terminal based on the collected user interaction voice information;

[0028] A query feedback data packet is generated based on the query service type and the query data packet, and then sent to the user terminal through a pre-created communication core network.

[0029] Optionally, the step of generating a query feedback data packet based on the query service type and the query data packet includes:

[0030] Obtain the query content data, query progress data, and associated query content data corresponding to the query data packet. The query content data, query progress data, and associated query content data are generated by the user terminal based on the interactive voice information.

[0031] The query content feedback data is determined based on the business type, the query content data, and the associated query content data.

[0032] The query progress feedback data is determined based on the business type, the query progress data, and the query content feedback data.

[0033] A query feedback data package is generated based on the query content feedback data and the query progress feedback data.

[0034] In addition, to achieve the above objectives, the present invention also provides a business query system, which includes: a memory, a processor, and a business query program stored in the memory and executable on the processor. When the business query program is executed by the processor, it implements the steps of the business query method described above.

[0035] In addition, to achieve the above objectives, the present invention also provides a computer-readable storage medium storing a business query program, which, when executed by a processor, implements the steps of the business query method described above.

[0036] The business query method proposed in this invention, during a user's business query through a customer service hotline, if it is determined that the current call quality does not meet preset call conditions, collects the interactive voice information between the user and customer service; when a call interruption is detected, a query data packet is generated based on the interactive voice information and sent to the server through a pre-created communication core network; a query feedback data packet sent by the server is received, and an interactive interface is generated based on the query feedback data packet, allowing the user to perform business queries based on the interactive interface. The query feedback data packet is generated by the server based on the query data packet. In this invention, when the user's business query through a customer service hotline detects poor call quality, the user's interactive voice information with customer service is collected, and when the call is interrupted, a query data packet is generated based on the interactive voice information, sent to the server, and an interactive interface is generated based on the query feedback data packet sent by the server, allowing the user to perform business queries based on the interactive interface. This avoids the inability to perform business queries smoothly due to poor call quality and call interruptions during the process of a user conducting a business query through a customer service hotline, thus improving the efficiency and success rate of business queries. Attached Figure Description

[0037] Figure 1 This is a schematic diagram of the device structure of the hardware operating environment involved in the embodiments of the present invention;

[0038] Figure 2 This is a flowchart illustrating the first embodiment of the business query method of the present invention;

[0039] Figure 3 This is a schematic diagram of the prompt interface of the user terminal of the present invention;

[0040] Figure 4 This is a schematic diagram of the homepage of the user interface of the present invention;

[0041] Figure 5 This is a flowchart illustrating the second embodiment of the business query method of the present invention.

[0042] The realization of the objective, functional features and advantages of the present invention will be further explained in conjunction with the embodiments and with reference to the accompanying drawings. Detailed Implementation

[0043] It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.

[0044] like Figure 1 As shown, Figure 1 This is a schematic diagram of the device structure of the hardware operating environment involved in the embodiments of the present invention.

[0045] The device in this embodiment of the invention can be a PC or a server.

[0046] like Figure 1 As shown, the device may include: a processor 1001, such as a CPU; a network interface 1004; a user interface 1003; a memory 1005; and a communication bus 1002. The communication bus 1002 is used to enable communication between these components. The user interface 1003 may include a display screen or an input unit such as a keyboard; optionally, the user interface 1003 may also include a standard wired interface or a wireless interface. The network interface 1004 may optionally include a standard wired interface or a wireless interface (such as a Wi-Fi interface). The memory 1005 may be high-speed RAM or non-volatile memory, such as a disk drive. Optionally, the memory 1005 may also be a storage device independent of the aforementioned processor 1001.

[0047] Those skilled in the art will understand that Figure 1 The device structure shown does not constitute a limitation on the device and may include more or fewer components than shown, or combine certain components, or have different component arrangements.

[0048] like Figure 1 As shown, the memory 1005, which serves as a computer storage medium, may include an operating system, a network communication module, a user interface module, and a business query program.

[0049] The operating system is a program that manages and controls portable storage devices and software resources, and supports the operation of the network communication module, user interface module, business query program, and other programs or software; the network communication module is used to manage and control the network interface 1002; and the user interface module is used to manage and control the user interface 1003.

[0050] exist Figure 1 In the storage device shown, the storage device calls the service query program stored in the memory 1005 through the processor 1001 and executes the operations in the various embodiments of the service query method described below.

[0051] Based on the above hardware structure, an embodiment of the business query method of the present invention is proposed.

[0052] Reference Figure 2 , Figure 2 This is a flowchart illustrating the first embodiment of the business query method of the present invention. The method includes:

[0053] Step S10: During the process of a user making a business inquiry through the customer service hotline, if it is determined that the current call quality does not meet the preset call conditions, the user's interactive voice information with the customer service representative is collected.

[0054] Step S20: When a call interruption is detected, a query data packet is generated based on the interactive voice information, and the query data packet is sent to the server through a pre-created communication core network.

[0055] Step S30: Receive the query feedback data packet sent by the server, and generate an interactive interface based on the query feedback data packet, so that the user can perform business queries based on the interactive interface. The query feedback data packet is generated by the server based on the query data packet.

[0056] This embodiment of the service query method is applied to the user terminal of a communication service provider. The user terminal is a smart communication terminal, which communicates with the service provider's server through a pre-created communication core network. For ease of description, the user terminal is used as an example. During the process of a user querying services through a customer service hotline using the user terminal, the user terminal monitors the current call quality in real time. If the current call quality does not meet preset call conditions, the user interacts with customer service via voice information, and simultaneously checks whether the call is interrupted. When the user terminal detects a call interruption, it generates a query data packet based on the collected interactive voice information and sends the query data packet to the server through the pre-created communication core network. The server generates a query feedback data packet based on the query data packet and sends the query feedback data packet to the user terminal through the communication core network. The user terminal receives the query feedback data packet sent by the server and generates an interactive interface based on the query feedback data packet, allowing the user to perform service queries through the interactive interface. It should be noted that the communication core network can be a 4G core network or a 5G core network, preferably a 5G core network. The interaction between the user terminal and the server is based on the communication core network, and the user terminal does not need to enable mobile data traffic, allowing interaction with the server even in weak network environments.

[0057] In this embodiment, the business query method, during a user's business query through a customer service hotline, if it is determined that the current call quality does not meet preset call conditions, collects the user's interactive voice information with customer service. When a call interruption is detected, a query data packet is generated based on the interactive voice information and sent to the server through a pre-created communication core network. The system receives a query feedback data packet from the server and generates an interactive interface based on the query feedback data packet, allowing the user to perform business queries through the interactive interface. The query feedback data packet is generated by the server based on the query data packet. Similarly, when the user's business query through the customer service hotline detects poor call quality, the user's interactive voice information is collected, and when the call is interrupted, a query data packet is generated based on the interactive voice information. This query data packet is sent to the server, and an interactive interface is generated based on the query feedback data packet sent by the server, allowing the user to perform business queries through the interactive interface. This avoids the inability to perform business queries smoothly due to poor call quality or call interruption during the customer service hotline process, improving the efficiency and success rate of business queries.

[0058] The following will provide a detailed explanation of each step:

[0059] Step S10: During the process of a user making a business inquiry through the customer service hotline, if it is determined that the current call quality does not meet the preset call conditions, the user's interactive voice information with the customer service representative is collected.

[0060] In this embodiment, during the process of a user making a business inquiry through the customer service hotline using the user terminal, the user terminal monitors the current call quality in real time. If it is determined that the current call quality does not meet the preset call conditions, the user's interactive voice information with customer service is collected. It is understood that during the process of a user making a business inquiry through the customer service hotline using the user terminal, the user terminal monitors the current call quality in real time. When the user enters areas with weak signals, such as elevators or underground parking garages, the call quality may decrease. When the user terminal determines that the current call quality has decreased to the point of not meeting the preset call conditions, it may cause the customer service representative to be unable to fully receive the user's interactive voice information. Therefore, the user terminal collects the interactive voice information between the user and customer service representative.

[0061] Specifically, step S10 includes:

[0062] Step S101: During the process of a user making a business inquiry through the customer service hotline, obtain base station signal reception strength information or interactive voice information between the user and customer service.

[0063] In this step, during the process of a user making a business inquiry through the customer service hotline using the user terminal, the user terminal obtains base station signal reception strength information in real time, or obtains real-time interactive voice information between the user and customer service. It can be understood that the base station signal reception strength information is RSSI (Received Signal Strength Indication), which is an indicator used to evaluate the call quality when the user terminal communicates with the base station.

[0064] Step S102: If it is determined, based on the base station signal reception strength information or the interactive voice information, that the current call quality does not meet the preset call conditions, then the interactive voice information between the user and customer service is collected. In this step, the user terminal determines whether the current call quality meets the preset call conditions based on the base station signal reception strength information, or the user terminal determines whether the current call quality meets the preset call conditions based on the interactive voice information between the user and customer service. If the user terminal determines that the current call quality does not meet the preset call conditions, then the interactive voice information of the user's consultation with customer service is collected; specifically, when the user terminal determines that the current call quality meets the preset call conditions, the customer service can fully receive the interactive voice information of the user's consultation, in this case, the user terminal does not need to collect the interactive voice information of the user's consultation with customer service; when the user terminal determines that the current call quality does not meet the preset call conditions, the customer service cannot fully receive the interactive voice information of the user's consultation, in this case, the user terminal needs to collect the interactive voice information of the user's consultation with customer service. Optionally, the user terminal can continuously collect interactive voice information between the user and customer service during the process of the user making a business inquiry through the customer service hotline, so as to make the content of the collected interactive voice information more specific and facilitate the generation of more accurate query data packets in the future.

[0065] Further, prior to step S102, the following steps are included:

[0066] Step S1011: Compare the base station signal received strength information with a preset signal strength threshold range, and determine whether the current call quality meets the preset call conditions based on the comparison result.

[0067] In this step, during a user's service inquiry via customer service hotline using their client, the client can obtain the current base station signal reception strength (RSS) information from the base station. The receiving antenna inside the client receives this RSSS information and transmits it to the client's internal processor. The processor compares the RSSS information with a preset signal strength threshold range to obtain a comparison result. Based on the comparison result, the processor determines whether the current call quality meets the preset call conditions. Specifically, after comparing the RSSS information with the preset threshold range, if the RSSS information is within the preset threshold range, the current call quality is determined to meet the preset call conditions; if the RSSS information is outside the preset threshold range, the current call quality is determined to not meet the preset call conditions.

[0068] Step S1012, or, determine customer service voice information based on the interactive voice information, determine the semantic completeness of customer service response based on the customer service voice information, and determine whether the current call quality meets the preset call conditions based on the semantic completeness of customer service response;

[0069] In this step, during the process of a user making a business inquiry through the customer service hotline using the user terminal, the user terminal acquires the interactive voice information between the user and customer service. Based on the interactive voice information, it identifies the customer service voice information and performs semantic analysis on it to determine the semantic completeness of the customer service response. Then, based on the semantic completeness of the customer service response, it judges whether the current call quality meets the preset call conditions. Specifically, the user terminal acquires the interactive voice information of the customer response portion of the interactive voice information between the user and customer service as the customer service voice information, performs semantic analysis on it to determine the semantic completeness of the customer service response, and judges whether the semantic completeness of the customer service response is greater than a preset completeness threshold. When the semantic completeness of the customer service response corresponding to a preset number of consecutively acquired customer service voice information segments is less than the preset completeness threshold, it is determined that the current call quality does not meet the preset call conditions.

[0070] For example, the user terminal obtains the customer response portion of the interactive voice information between the user and customer service as customer service voice information. After converting the customer service voice information into text form, it obtains "Happy...on the phone...China Mobile". Semantic analysis of this text shows that the complete semantics cannot be identified. Therefore, it can be clearly determined that this segment of customer service voice information is discontinuous, that is, the semantic completeness of the customer service response is less than the preset completeness threshold. When the user terminal continuously obtains 3 segments of customer service voice information with the semantic completeness of the corresponding customer service responses less than the preset completeness threshold, it is determined that the current call quality does not meet the preset call conditions.

[0071] Step S1013, or, determine user voice information based on the interactive voice information, determine call service quality based on the user voice information, and determine whether the current call quality meets preset call conditions based on the call service quality.

[0072] In this step, during a user's business inquiry via customer service hotline using the user terminal, the user terminal acquires the voice interaction information between the user and customer service. Based on this voice interaction information, the user's voice information is determined, and the call service quality is assessed. The call service quality is then used to determine whether the current call quality meets preset call conditions. Specifically, the user terminal determines the call service quality (e.g., whether the problem is resolved, whether the business explanation is clear, etc.) based on the acquired user voice information, determines the user's satisfaction level with the current call based on the call service quality, and compares the satisfaction level with a preset satisfaction threshold. If the satisfaction level is lower than the preset satisfaction threshold, the current call quality is determined to not meet the preset call conditions.

[0073] Step S20: When a call interruption is detected, a query data packet is generated based on the interactive voice information, and the query data packet is sent to the server through a pre-created communication core network.

[0074] In this embodiment, when the user terminal determines that the current call quality does not meet the preset call conditions, it simultaneously detects whether the call has been interrupted. When a call interruption is detected, a query data packet is generated based on the interactive voice information and sent to the server through a pre-created communication core network. It should be noted that when the current call quality does not meet the preset call conditions, the user terminal will prompt the user whether they need to interrupt the call and switch the service query channel. If the user confirms the interruption and switches the service query channel, the user terminal interrupts the call, generates a query data packet based on the interactive voice information, and sends the query data packet to the server through the pre-created communication core network. If the user does not interrupt the call, the user terminal continuously detects whether the call has been abnormally interrupted. When an abnormal interruption is detected, a query data packet is generated based on the interactive voice information and sent to the server through the pre-created communication core network.

[0075] For example, such as Figure 3 As shown, Figure 3This is a schematic diagram of the user interface prompting the user whether they need to interrupt the call and switch service query channels. When the user clicks the switch button, the user terminal interrupts the call and generates a query data packet based on the interactive voice information. The query data packet is then sent to the server through a pre-created communication core network. When the user clicks the hold button, the user terminal continuously monitors for abnormal call interruption. If an abnormal call interruption is detected, a query data packet is generated based on the interactive voice information and sent to the server through the pre-created communication core network.

[0076] Specifically, step S20 includes:

[0077] Step S201: When a call interruption is detected, semantic recognition is performed on the interactive voice information to determine the query content data and query progress data corresponding to the interactive voice information.

[0078] In this step, when the user terminal detects a call interruption, it performs natural language processing on the user's voice information from the collected user-customer service interaction voice information to identify the semantics corresponding to the user's voice information, thereby determining the content the user needed to query before the call was interrupted and identifying the query content data corresponding to the interaction voice information. At the same time, the user terminal performs semantic analysis on the customer service voice information from the collected user-customer service interaction voice information. Since customer service generally has standard response statements set for different processing progress of different services, the user terminal can determine the query progress data corresponding to the interaction voice information by identifying whether the standard response statements appear in the customer service voice information.

[0079] Step S202: Determine the associated content data to be queried based on the query content data, and generate a query data package based on the query content data, the query progress data, and the associated content data to be queried.

[0080] In this step, the user terminal determines the associated query content data based on the query content data, and generates a query data package based on the query content data, query progress data, and associated query content data. For example, if the user terminal determines that the query content data is "inquiry about package information", the user terminal can search for data related to package usage, such as payment reminder SMS messages sent by the operator, package information SMS messages, etc., and use the found relevant data as the associated query content data corresponding to the query content data. As another example, if the user terminal determines that the query content data is "business processing consultation", the user terminal can identify the user's frequently used APP, and then use that frequently used APP as the associated query content data corresponding to the query content data.

[0081] Step S30: Receive the query feedback data packet sent by the server, and generate an interactive interface based on the query feedback data packet, so that the user can perform business queries based on the interactive interface. The query feedback data packet is generated by the server based on the query data packet.

[0082] In this embodiment, after the user terminal generates a query data packet and sends it to the server through a pre-created communication core network, the server generates a query feedback data packet based on the query feedback data packet and sends it to the user terminal through the communication core network. The user terminal generates an interactive interface based on the query feedback data packet so that the user can perform business queries based on the interactive interface.

[0083] Specifically, step S30 includes:

[0084] Step S301: Determine query content feedback data and query progress feedback data based on the query feedback data packet, and generate an interactive interface based on the query content feedback data and the query progress feedback data. The query content feedback data and the query progress feedback data are generated by the server based on the query data packet.

[0085] In this step, after receiving the query feedback data packet, the user client determines the query content feedback data and query progress feedback data based on the query feedback data packet. The query content feedback data and query progress feedback data are generated by the server based on the query data packet. The user client generates an interactive interface based on the query content feedback data and query progress feedback data. The query content feedback data is the response information corresponding to the query content data returned by the server. For example, the server determines what specific service the user expects to subscribe to (data traffic, voice call duration, video ringback tone, etc.) based on the query content data, and then generates the corresponding query content feedback data. The query progress feedback data is the response information corresponding to the query progress data returned by the server. The query progress data is used to indicate the current progress of the user's query for a certain service. For example, if the customer service processing flow for a certain service is divided into three stages, a, b, and c, the query progress data shows whether the current query progress is in stage a, b, or c. The query progress data for different stages corresponds to the query progress feedback data for different stages.

[0086] Further, step S301 includes:

[0087] Step S3011: Determine the homepage query content feedback data of the interactive interface based on the query progress feedback data and the query content feedback data;

[0088] In this step, the user client determines the homepage query content feedback data of the interactive interface from the query content feedback data based on the query progress feedback data. For example, the query content data is a query for a data plan service. The customer service process for this data plan service is divided into three stages: a, b, and c. Stage a is determining the data plan type, stage b is selecting a data plan, and stage c is confirming and subscribing to the data plan. The query progress data indicates that the current query progress is in stage b. Correspondingly, the query content feedback data includes the query content feedback data from stage a, stage b, and stage c. The query progress feedback data indicates that the current query progress is in stage b. Based on the query progress feedback data, the user client uses the query content feedback data from stage b as the homepage query content feedback data of the interactive interface.

[0089] Step S3012: Generate the interactive interface based on the query content feedback data and the homepage query content feedback data.

[0090] In this step, the user client generates an interactive interface based on the query feedback data and the homepage query feedback data. For example, continuing the previous example, the homepage query feedback data is the query feedback data from stage b, where the query feedback data for stage b is the selection of a data plan. The user client generates an interactive interface based on the query feedback data and the query feedback data from stage b, where the user selects a data plan. The homepage of the interactive interface is as follows: Figure 4 As shown, Package A, Package B, and Package C are all query feedback data from stage B. When the user clicks the previous page button, the interactive interface will display the query feedback data from stage A: confirm the data plan type. When the user clicks the next page button, the interactive interface will display the query feedback data from stage C: confirm the data plan and sign up. When the user clicks the call reconnect button, the user will redial the customer service hotline.

[0091] Step S302: Receive the operation command input by the user through the interactive interface, and perform a business query according to the operation command.

[0092] In this step, the client receives user input commands through an interactive interface and performs business queries accordingly. Specifically, users can continue to perform business queries and subscribe to services through the interactive interface. The client generates a corresponding query data packet based on the user's commands on the interactive interface and sends the query data packet to the server through the core communication network, enabling the user to complete the corresponding business query. Further, such as... Figure 4As shown, users can also click the call reconnect button. The user's client triggers a redial operation and sends the redial operation command to the server. The server prioritizes connecting the call to the original customer service representative who handled the call before it was interrupted. If the server determines that the original customer service representative is busy, it will transfer the call to another customer service representative and send the query data packet to the other customer service representative. This allows the other customer service representative to understand the user's query content and query progress data in advance, avoiding the need for the user to repeat the query question after reconnection, which would prolong the business processing time.

[0093] In this embodiment, when a user inquires about services through a customer service hotline, if the current call quality does not meet preset call conditions, the client collects the interactive voice information between the user and customer service. Upon detecting a call interruption, a query data packet is generated based on the interactive voice information and sent to the server via a pre-created communication core network. The client receives a query feedback data packet from the server and generates an interactive interface based on the query feedback data packet, allowing the user to conduct business inquiries through the interactive interface. The query feedback data packet is generated by the server based on the query data packet. This invention's client, when detecting poor call quality during a user's business inquiry through a customer service hotline, collects the interactive voice information between the user and customer service, generates a query data packet based on the interactive voice information upon call interruption, sends the query data packet to the server, and generates an interactive interface based on the query feedback data packet sent by the server, allowing the user to conduct business inquiries through the interactive interface. This avoids the inability to conduct business inquiries smoothly due to poor call quality or call interruptions during the customer service hotline process, improving the efficiency and success rate of business inquiries.

[0094] Further, refer to Figure 5 Based on the first embodiment of the business query method of the present invention, a second embodiment of the business query method of the present invention is proposed.

[0095] The second embodiment of the business query method differs from the first embodiment in that the business query method is applied to the server of a communication service provider. The server communicates with the user terminal through a pre-created communication core network. The business query method includes the following steps:

[0096] Step a: Upon receiving a query data packet, determine the query service type based on the query data packet, wherein the query data packet is generated by the user terminal based on the collected user's interactive voice information;

[0097] In this embodiment, when the server receives a query data packet sent by the user terminal through the core communication network, it determines the query service type based on the query data packet. The query data packet is generated by the user terminal based on collected user interaction voice information. Specifically, the server obtains the query content data and associated query content data from the query data packet to determine the query service type, which includes: service query and service processing.

[0098] Step b: Generate a query feedback data packet based on the query service type and the query data packet, and send the query feedback data packet to the user terminal through a pre-created communication core network.

[0099] In this embodiment, the server generates a query feedback data packet based on the query service type and the query data packet, and sends the query feedback data packet to the user terminal through a pre-created communication core network.

[0100] Specifically, step b includes:

[0101] Step b1: Obtain the query content data, query progress data, and associated query content data corresponding to the query data packet. The query content data, query progress data, and associated query content data are generated by the user terminal based on the interactive voice information.

[0102] In this step, the server obtains the query content data, query progress data, and associated query content data corresponding to the query data packet. The query content data, query progress data, and associated query content data are generated by the user's client based on the collected voice interaction information between the user and customer service and stored in the query data packet. The server can obtain the query content data, query progress data, and associated query content data by parsing the query data packet.

[0103] Step b2: Determine the query content feedback data based on the business type, the query content data, and the associated query content data;

[0104] In this step, the server determines the query response data based on the business type, the query content data, and the associated query content data.

[0105] Specifically, when the service type is "service processing," the server determines the specific service the user wishes to process (data usage, voice call duration, video ringback tone, etc.) based on the query content data and related query content data. Then, based on the query content data and related query content data, the server creates a user profile and determines the query content feedback data accordingly. For example, if the server determines the user's desired service is "activating a data package" based on the query content data, and identifies the user's frequently used apps based on the related query content data, the server can determine data services related to these frequently used apps as the query content feedback data.

[0106] Specifically, when the service type is a service query, the server determines the specific service the user wants to query (data usage, voice call duration, video ringback tones, etc.) based on the query content data and related data to be queried, and then determines the query feedback data based on the query content data and related data to be queried. For example, the server determines that the service the user wants to query is "data usage" based on the query content data. Based on the related data to be queried, such as "payment reminder SMS messages sent by the operator, plan information SMS messages, etc.", the server determines the user's plan usage, finds the usage information of the various data plans the user is currently using, and generates the query feedback data.

[0107] Step b3: Determine the query progress feedback data based on the business type, the query progress data, and the query content feedback data;

[0108] In this step, the server determines the query progress feedback data based on the business type, query progress data, and query content feedback data. Specifically, when the business type is "business processing," the user needs to process the business, and the server does not need to provide query progress feedback data; that is, the query progress feedback data is empty. Specifically, when the business type is "business query," the server determines the progress of the business query based on the query progress data, and then combines this with the query content feedback data to determine the specific business being queried (data usage, voice call duration, video ringback tone, etc.). Finally, the server determines the query progress feedback data based on the specific business and the progress of the business query. For example, if the query content data is a query about a data plan, the customer service process for this data plan query is divided into three stages: a, b, and c. Stage a is determining the data plan type, stage b is selecting a data plan, and stage c is confirming and processing the data plan. The query progress data indicates that the current query progress is in stage b. Correspondingly, the server determines the query progress feedback data to indicate that the current query progress is in stage b.

[0109] Step b4: Generate a query feedback data package based on the query content feedback data and the query progress feedback data.

[0110] In this step, a query feedback data package is generated based on the query content feedback data and the query progress feedback data. Specifically, when the business type is "business processing," the query progress feedback data is empty. This means the generated query feedback data package only includes the query content feedback data. The user can generate an interactive interface based on this data, allowing the user to process related business through the interface. Specifically, when the business type is "business query," such as querying a data plan, the customer service process for this data plan query is divided into three stages: a, b, and c. Stage a involves determining the data plan type; stage b involves selecting a data plan; and stage c involves confirming and processing the data plan. The server determines that the query content feedback data includes: data plan type, selected data plan, and confirmed and processed data plan. The query progress data indicates the current query progress is in stage b. Correspondingly, the server determines the query progress feedback data as being in stage b and binds this data to the "select data plan" data from stage b in the query content feedback data. This allows the user to view the "select data plan" data from stage b as the homepage query content feedback data in the interactive interface.

[0111] In this embodiment, when the server receives a query data packet, it determines the query service type based on the query data packet, which is generated by the user terminal based on collected user interaction voice information. The server then generates a query feedback data packet based on the query service type and the query data packet, and sends the query feedback data packet to the user terminal through a pre-created communication core network. The server generates the query feedback data packet based on the query data packet sent by the user terminal and sends it to the user terminal, allowing the user terminal to directly generate an interactive interface to display to the user. This enables the user to conduct service queries based on the interactive interface, avoiding the problems caused by poor call quality and call interruptions when users conduct service queries through customer service hotlines, thus improving the efficiency and success rate of service queries.

[0112] The present invention also provides a business query system.

[0113] The business query system includes: a memory, a processor, and a business query program stored in the memory and executable on the processor. When the business query program is executed by the processor, it implements the steps of the business query method described above.

[0114] The method implemented when the business query program running on the processor is executed can be referred to in various embodiments of the business query method of the present invention, and will not be repeated here.

[0115] The present invention also provides a computer-readable storage medium.

[0116] The computer-readable storage medium stores a business query program, which, when executed by a processor, implements the steps of the business query method described above.

[0117] The method implemented when the business query program running on the processor is executed can be referred to in various embodiments of the business query method of the present invention, and will not be repeated here.

[0118] It should be noted that, in this document, the terms "comprising," "including," or any other variations thereof are intended to cover non-exclusive inclusion, such that a process, method, article, or system that comprises a list of elements includes not only those elements but also other elements not expressly listed, or elements inherent to such a process, method, article, or system. Unless otherwise specified, an element defined by the phrase "comprising one..." does not exclude the presence of other identical elements in the process, method, article, or system that includes that element.

[0119] The sequence numbers of the above embodiments of the present invention are for descriptive purposes only and do not represent the superiority or inferiority of the embodiments.

[0120] Through the above description of the embodiments, those skilled in the art can clearly understand that the methods of the above embodiments can be implemented by means of software plus necessary general-purpose hardware platforms. Of course, they can also be implemented by hardware, but in many cases the former is a better implementation method. Based on this understanding, the technical solution of the present invention, in essence, or the part that contributes to the prior art, can be embodied in the form of a software product. This computer software product is stored in a storage medium (such as ROM / RAM, magnetic disk, optical disk) as described above, and includes several instructions to cause a terminal device (which may be a mobile phone, computer, server, or network device, etc.) to execute the methods described in the various embodiments of the present invention.

[0121] The above are merely preferred embodiments of the present invention and do not limit the patent scope of the present invention. Any equivalent structural or procedural transformations made based on the content of the present invention's specification and drawings, or direct or indirect applications in other related technical fields, are similarly included within the patent protection scope of the present invention.

Claims

1. A business query method, characterized in that, The business query method is applied to the user end, and the business query method includes the following steps: If, during a user's business inquiry via customer service hotline, it is determined that the current call quality does not meet the preset call conditions, then the user's voice interaction with customer service will be collected. When a call interruption is detected, a query data packet is generated based on the interactive voice information and sent to the server through a pre-created communication core network; The system receives a query feedback data packet sent by the server and generates an interactive interface based on the query feedback data packet, so that the user can perform business queries based on the interactive interface. The query feedback data packet is generated by the server based on the query data packet. The step of generating a query data packet based on the interactive voice information when a call interruption is detected includes: When a call interruption is detected, semantic recognition is performed on the interactive voice information to determine the query content data and query progress data corresponding to the interactive voice information. This step includes: when a call interruption is detected, natural language processing is performed on the user voice information in the interactive voice information to identify the semantics corresponding to the user voice information to determine the query content data; semantic analysis is performed on the customer service voice information in the interactive voice information to identify whether standard response statements appear in the customer service voice information to determine the query progress data. Based on the query content data, determine the associated query content data, and generate a query data package based on the query content data, the query progress data, and the associated query content data.

2. The business query method as described in claim 1, characterized in that, The step of collecting the user's voice interaction with customer service during a customer service hotline inquiry, if it is determined that the current call quality does not meet preset call conditions, includes: During the process of a user making a business inquiry through the customer service hotline, information on the base station signal reception strength or the interactive voice information between the user and customer service is obtained. If it is determined, based on the base station signal reception strength information or the interactive voice information, that the current call quality does not meet the preset call conditions, then the interactive voice information between the user and customer service is collected.

3. The business query method as described in claim 2, characterized in that, Before the step of collecting the user-customer service interaction voice information, if it is determined based on the base station signal reception strength information or the interactive voice information that the current call quality does not meet the preset call conditions, the following steps are included: The base station signal received strength information is compared with a preset signal strength threshold range, and the current call quality is determined based on the comparison result to see if it meets the preset call conditions. Alternatively, customer service voice information can be determined based on the interactive voice information, and the semantic completeness of the customer service response can be determined based on the customer service voice information. The semantic completeness of the customer service response can then be used to determine whether the current call quality meets the preset call conditions. Alternatively, user voice information can be determined based on the interactive voice information, and call service quality can be determined based on the user voice information. The call service quality can then be used to determine whether the current call quality meets preset call conditions.

4. The business query method as described in claim 1, characterized in that, The step of generating an interactive interface based on the query feedback data packet, so that the user can perform business queries based on the interactive interface, includes: The query content feedback data and query progress feedback data are determined based on the query feedback data packet, and an interactive interface is generated based on the query content feedback data and the query progress feedback data. The query content feedback data and the query progress feedback data are generated by the server based on the query data packet. The system receives user input commands through the interactive interface and performs business queries based on the commands.

5. The business query method as described in claim 4, characterized in that, The step of generating an interactive interface based on the query content feedback data and the query progress feedback data includes: Based on the query progress feedback data and the query content feedback data, determine the homepage query content feedback data of the interactive interface; The interactive interface is generated based on the query content feedback data and the homepage query content feedback data.

6. A business query method, characterized in that, The business query method is applied to the server side, and the business query method includes the following steps: Upon receiving a query data packet, the query service type is determined based on the query data packet. The query data packet is generated by the user terminal based on the collected user interactive voice information and sent through a pre-created communication core network when a call interruption is detected. The interactive voice information is collected when it is determined that the current call quality does not meet the preset call conditions during the user's service inquiry through the customer service hotline. A query feedback data packet is generated based on the query service type and the query data packet, and the query feedback data packet is sent to the user terminal through a pre-created communication core network, so that the user terminal can generate an interactive interface based on the query feedback data packet, and the user can perform a service query based on the interactive interface. The query data packet is generated by the user terminal based on the query content data, query progress data, and associated query content data. The query content data is determined by the user terminal performing natural language processing on the user's voice information in the interactive voice information when the call is interrupted, and identifying the semantics corresponding to the user's voice information; the query progress data is determined by the user terminal performing semantic analysis on the customer service voice information in the interactive voice information, and identifying whether a standard response statement appears in the customer service voice information; the associated query content data is determined by the user terminal based on the query content data.

7. The business query method as described in claim 6, characterized in that, The step of generating a query feedback data packet based on the query service type and the query data packet includes: Obtain the query content data, query progress data, and associated query content data corresponding to the query data packet. The query content data, query progress data, and associated query content data are generated by the user terminal based on the interactive voice information. The query content feedback data is determined based on the business type, the query content data, and the associated query content data. The query progress feedback data is determined based on the business type, the query progress data, and the query content feedback data. A query feedback data package is generated based on the query content feedback data and the query progress feedback data.

8. A business query system, characterized in that, The business query system includes: a memory, a processor, and a business query program stored in the memory and executable on the processor. When the business query program is executed by the processor, it implements the steps of the business query method as described in any one of claims 1 to 7.

9. A computer-readable storage medium, characterized in that, The computer-readable storage medium stores a business query program, which, when executed by a processor, implements the steps of the business query method as described in any one of claims 1 to 7.

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