User intention quick response method and device, electronic equipment and storage medium
Through the voice recognition of users, combined with the list of pre -established business label processing schemes, quickly responding to the user's intention, solving the problem of long waiting time and low processing efficiency in the existing method, and improved the user experience.
Patent Information
- Application Number
- CN202411445661.5
- Authority / Receiving Office
- CN · China
- Patent Type
- Applications(China)
- Current Assignee / Owner
- Filing Date
- 2024-10-16
- Publication Date
- 2025-01-21
AI Technical Summary
When users check phone bills, traffic, orders, unsubscribes, complaints and other services through phone calls, the existing methods lead to a long wait time, low processing efficiency, and poor user experience.
By performing speech recognition on the user's incoming call, the user's call intention is determined, and the corresponding processing plan is matched and executed according to the pre-established business tag processing plan list to quickly respond to the user's intention.
It achieves rapid response to user demands, saves users waiting time, improves processing efficiency, and improves user experience.
Smart Images
Figure CN119342149A_ABST
Abstract
Description
Technical Field
[0001] The present application relates to the field of communication technology, and in particular to a method, device, electronic device and storage medium for quickly responding to user intentions. Background Art
[0002] When users use communication equipment, if they want to check the call charges, traffic, order, cancel, complain, etc., they can use the operator's customer service phone to use self-service or manual processing services, and inform the operator of the services they want to handle on the phone. The operator will wait for the user's description before querying and handling. However, this method will cause users to wait for a long time, low processing efficiency, and poor user experience. Summary of the invention
[0003] (1) Technical issues to be solved
[0004] The present application provides a method, device, electronic device and storage medium for quickly responding to user intentions, which solves the problem that existing methods cause users to wait for a long time, have low processing efficiency and result in poor user experience.
[0005] (2) Technical solution
[0006] In a first aspect, the present application provides a method for quickly responding to user intention, comprising:
[0007] Performing voice recognition on a user's incoming call to determine the user's calling intention;
[0008] According to the user's incoming call intention, determine the service tag matching the incoming call intention and the corresponding processing solution through a pre-established service tag processing solution list;
[0009] The processing scheme is executed to respond to the user's incoming call intention.
[0010] Furthermore, the method for quickly responding to user intentions further includes:
[0011] Acquire first historical data generated by the user handling various services within a first time period before the user calls;
[0012] According to the first historical data, a service tag and a corresponding processing solution are determined, and a service tag processing solution list is established.
[0013] Furthermore, determining a service tag and a corresponding processing solution based on the first historical data and establishing a service tag processing solution list includes:
[0014] Determine, based on the first historical data, a service label and a corresponding processing solution when the user handles the service;
[0015] Sort the business tags and corresponding processing solutions according to the number of business processing times, and establish a business tag processing solution list.
[0016] Furthermore, the determining, according to the incoming call intention of the user, a service tag matching the incoming call intention and a corresponding processing solution through a pre-established service tag processing solution list includes:
[0017] Preload the business tags and corresponding processing solutions in the front row of the business tag processing solution list;
[0018] Comparing the user's incoming call intention with the service tag in the service tag processing solution list;
[0019] According to the comparison result, a service tag matching the calling intention of the user and a corresponding processing solution are determined.
[0020] Furthermore, the method for quickly responding to user intentions further includes:
[0021] The service scope that the user may access is predicted based on the first historical data, and a list of service tag processing solutions to be used is generated.
[0022] Furthermore, the method for quickly responding to user intentions further includes:
[0023] Acquire the second historical data generated by all users handling various services in the second time period before the user calls;
[0024] According to the second historical data, a service tag and a corresponding processing solution are determined, and a service tag processing solution list is established.
[0025] Furthermore, the method for quickly responding to user intentions further includes:
[0026] The service scope that the user may access is predicted based on the second historical data, and a list of service tag processing solutions to be used is generated.
[0027] In a second aspect, the present application provides a device for quickly responding to user intentions, comprising:
[0028] An intention recognition module is used to perform voice recognition on a user's incoming call to determine the user's calling intention;
[0029] A solution determination module, used to determine the service tag matching the incoming call intention and the corresponding processing solution through a pre-established service tag processing solution list according to the incoming call intention of the user;
[0030] The solution execution module is used to execute the processing solution to respond to the user's incoming call intention.
[0031] In a third aspect, the present application provides an electronic device, including a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor implements the method for quickly responding to user intentions as described above when executing the computer program.
[0032] In a fourth aspect, the present application provides a computer-readable storage medium, which stores a computer program. When the computer program is executed by a processor, the method for quickly responding to user intentions as described above is implemented.
[0033] (3) Beneficial effects
[0034] The above technical solution of the present application has the following advantages:
[0035] The first aspect of the present application provides a method for quickly responding to user intentions, which determines the user's calling intention by performing voice recognition on the user's incoming call, and can determine the service tag and corresponding processing plan that match the user's calling intention from a pre-established service tag processing plan list based on the user's calling intention, thereby executing the processing plan to respond to the user's calling intention, which can quickly respond to user demands, save user waiting time, improve overall processing efficiency, and improve user experience.
[0036] It can be understood that the beneficial effects of the second, third and fourth aspects mentioned above can be found in the relevant description of the first aspect mentioned above, and will not be repeated here. BRIEF DESCRIPTION OF THE DRAWINGS
[0037] In order to more clearly illustrate the specific implementation methods of the present application or the technical solutions in the prior art, the drawings required for use in the specific implementation methods or the description of the prior art will be briefly introduced below. Obviously, the drawings described below are some implementation methods of the present application. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying any creative work.
[0038] Figure 1 A flowchart of a method for quickly responding to user intent provided in this application;
[0039] Figure 2 A schematic diagram of the structure of a device for quickly responding to user intentions provided in this application;
[0040] Figure 3 A schematic diagram of the structure of the electronic device provided in this application. DETAILED DESCRIPTION
[0041] In the following description, specific details such as specific system structures, technologies, etc. are provided for the purpose of illustration rather than limitation, so as to provide a thorough understanding of the embodiments of the present application. However, it should be clear to those skilled in the art that the present application may also be implemented in other embodiments without these specific details. In other cases, detailed descriptions of well-known systems, devices, circuits, and methods are omitted to prevent unnecessary details from obstructing the description of the present application.
[0042] It should be understood that when used in the present specification and the appended claims, the term "comprising" indicates the presence of described features, wholes, steps, operations, elements and / or components, but does not exclude the presence or addition of one or more other features, wholes, steps, operations, elements, components and / or combinations thereof.
[0043] In addition, in the description of the present application specification and the appended claims, the terms "first", "second", "third", etc. are only used to distinguish the descriptions and cannot be understood as indicating or implying relative importance.
[0044] References to "one embodiment" or "some embodiments" etc. described in the specification of this application mean that one or more embodiments of the present application include specific features, structures or characteristics described in conjunction with the embodiment. Therefore, the statements "in one embodiment", "in some embodiments", "in some other embodiments", "in some other embodiments", etc. that appear in different places in this specification do not necessarily refer to the same embodiment, but mean "one or more but not all embodiments", unless otherwise specifically emphasized in other ways. The terms "including", "comprising", "having" and their variations all mean "including but not limited to", unless otherwise specifically emphasized in other ways. "Multiple" means "two or more".
[0045] The specific implementation methods of the present application are further described in detail below in conjunction with the accompanying drawings and examples. The following examples are used to illustrate the present application but are not intended to limit the scope of the present application.
[0046] like Figure 1 As shown, the method for quickly responding to user intentions provided in this embodiment specifically includes the following steps: performing voice recognition on a user's incoming call to determine the user's calling intention; based on the user's calling intention, determining a service tag and a corresponding processing solution that matches the calling intention through a pre-established service tag processing solution list; and executing the processing solution to respond to the user's calling intention.
[0047] The semantic recognition model can be used to perform voice recognition on the user's incoming call to determine the user's calling intention. The calling intention can be the service that the user wants to handle, such as checking phone charges, traffic, handling subscriptions, cancellations, complaints, etc. The service tag processing plan list is pre-established, including service tags of various services that the user will be involved in and the corresponding processing plans. After determining the user's calling intention, the service tag and the corresponding processing plan that match the calling intention can be determined from the service tag processing plan list according to the calling intention, and the processing plan can be executed, which can quickly respond to user demands, save user waiting time, improve overall processing efficiency, and improve user experience.
[0048] In some embodiments, the method for quickly responding to user intentions also includes: obtaining first historical data generated by the user handling various services within a first time period before the user calls; determining service tags and corresponding processing plans based on the first historical data, and establishing a service tag processing plan list.
[0049] In some embodiments, determining the business tag and the corresponding processing solution based on the first historical data and establishing a business tag processing solution list includes: determining the business tag and the corresponding processing solution when the user handles the business based on the first historical data; sorting the business tags and the corresponding processing solutions according to the number of business processing times, and establishing a business tag processing solution list.
[0050] The first time period is the period before the current call from the user, which can be selected as one week or one month; the first historical data is the data generated by the user when handling various services, such as user number, time, service scenario, service processing results, etc. For the calling user, the service processing data and work order processing data that have been connected with the user in the first time period before the current call can be obtained, such as the user consulting about broadband relocation.
[0051] By analyzing the above first historical data, the business scenarios with high user usage can be obtained, and the best and most effective processing solutions can be provided according to these business scenarios after analysis, and a list of business tag processing solutions can be generated. According to the user's call service processing records in the past first time period, the user's most commonly used services and recently processed services can be obtained to form a user behavior track, and the business tags and corresponding processing solutions in the business tag processing solution list can be sorted according to the number of business processing times.
[0052] In some embodiments, the business tag and the corresponding processing solution that match the calling intention of the user are determined through a pre-established business tag processing solution list, including: pre-loading the business tags and the corresponding processing solutions in the front row of the business tag processing solution list; comparing the calling intention of the user with the business tags in the business tag processing solution list; and determining the business tag and the corresponding processing solution that match the calling intention of the user based on the comparison result.
[0053] When the user calls this time, the business tags and corresponding processing solutions in the front row of the business tag processing solution list are pre-loaded. Since the business tags and corresponding processing solutions in the front row are the businesses that the user has handled most times in the past, it is easy to quickly locate the user's calling intention to the business tag in the business tag processing solution list, thereby quickly providing a processing solution.
[0054] By comparing and analyzing the user's call intention with the business tags in the business tag processing plan list, the matching business tags and corresponding processing plans can be obtained according to the needs of this user, accurately and in real time responding to user demands and quickly obtaining business processing plans. The processing plan provides a one-stop integration of data from various business scopes, without the need to jump to the system query multiple times to inform the user of the results.
[0055] In some embodiments, the method for quickly responding to user intentions further includes: predicting the business scope that the user may touch based on the first historical data, and generating a list of standby business tag processing solutions.
[0056] In order to further improve the accuracy of judgment, the list of standby business tag processing solutions can be preloaded in advance during the IVR process interaction, so that if the user's calling intention is not a business that has been processed frequently in the past, the list of standby business tag processing solutions can be used to match the user's calling intention, thereby further improving the response speed.
[0057] In some embodiments, the method for quickly responding to user intentions also includes: obtaining second historical data generated by all users handling various services within a second time period before the user's call; determining the service tag and the corresponding processing plan based on the second historical data, and establishing a service tag processing plan list.
[0058] In some embodiments, the method for quickly responding to user intentions further includes: predicting the business scope that the user may touch based on the second historical data, and generating a list of standby business tag processing solutions.
[0059] The second time period is the period before the current call from the user, which can be selected as one week or one month, and can be the same as or different from the first time period. The second historical data is the data generated by all users handling various services, such as user number, time, service scenario, service processing results, etc. For the calling user, the service processing data and work order processing data that have been connected with all users in the first time period before the current call can be obtained, such as the user consulting about broadband relocation.
[0060] In addition to obtaining the first historical data of the calling user, the second historical data of all users in the same area can also be obtained, for example, to determine the service tag and the corresponding processing solution based on the second historical data, and to establish a service tag processing solution list. Since the scope of the second historical data is larger, the scope of the service tag processing solution list established based on the second historical data is also larger, so that the user's calling intention can be responded to more accurately.
[0061] The user intention rapid response method provided in the embodiment of the present application can quickly, accurately and real-time determine the current business processing plan according to the user's current calling intention and based on historical data of connections with the user, and provide a business processing flow, thereby quickly responding to user demands, saving user waiting time, improving overall processing efficiency, and improving user experience.
[0062] Corresponding to the user intention quick response method described in the above embodiment, as Figure 2 As shown, this embodiment provides a user intention quick response device, and the user intention quick response device 200 includes:
[0063] The intention recognition module 201 is used to perform voice recognition on a user's incoming call to determine the user's calling intention;
[0064] A solution determination module 202 is used to determine a service tag matching the incoming call intention and a corresponding processing solution through a pre-established service tag processing solution list according to the incoming call intention of the user;
[0065] The solution execution module 203 is used to execute the processing solution to achieve the response to the user's incoming call intention.
[0066] It should be noted that the information interaction, execution process, etc. between the above-mentioned modules / units are based on the same concept as the method embodiment of the present application. Their specific functions and technical effects can be found in the method embodiment part and will not be repeated here.
[0067] The technicians in the relevant field can clearly understand that for the convenience and simplicity of description, only the division of the above-mentioned functional units and modules is used as an example for illustration. In practical applications, the above-mentioned function allocation can be completed by different functional units and modules as needed, that is, the internal structure of the device can be divided into different functional units or modules to complete all or part of the functions described above. The functional units and modules in the embodiment can be integrated in a processing unit, or each unit can exist physically separately, or two or more units can be integrated in one unit. The above-mentioned integrated unit can be implemented in the form of hardware or in the form of software functional units. In addition, the specific names of the functional units and modules are only for the convenience of distinguishing each other, and are not used to limit the scope of protection of this application. The specific working process of the units and modules in the above-mentioned system can refer to the corresponding process in the aforementioned method embodiment, which will not be repeated here.
[0068] The present application embodiment also provides an electronic device 300, such as Figure 3 As shown, it includes a memory 301, a processor 302, and a computer program 303 stored in the memory 301 and executable on the processor 302. When the processor 302 executes the computer program 303, the steps of the method for quickly responding to user intentions provided in the first aspect are implemented.
[0069] In applications, the electronic device may include, but is not limited to, a processor and a memory. Figure 3 This is only an example of an electronic device and does not constitute a limitation on the electronic device. It may include more or fewer components than shown in the figure, or combine certain components, or different components, such as input and output devices, network access devices, etc. Input and output devices may include cameras, audio acquisition / playback devices, display screens, etc. Network access devices may include a network module for wirelessly communicating with external devices.
[0070] In applications, the processor may be a central processing unit (CPU), or other general-purpose processors, digital signal processors (DSP), application-specific integrated circuits (ASIC), field-programmable gate arrays (FPGA) or other programmable logic devices, discrete gate or transistor logic devices, discrete hardware components, etc. A general-purpose processor may be a microprocessor or the processor may be any conventional processor, etc.
[0071] In application, the memory may be an internal storage unit of an electronic device in some embodiments, such as a hard disk or memory of the electronic device. The memory may also be an external storage device of the electronic device in other embodiments, such as a plug-in hard disk, a smart memory card (Smart Media Card, SMC), a secure digital (Secure Digital, SD) card, a flash card (Flash Card), etc. equipped on the electronic device. The memory may also include both an internal storage unit and an external storage device of the electronic device. The memory is used to store operating systems, applications, boot loaders (BootLoader), data, and other programs, such as program codes of computer programs, etc. The memory may also be used to temporarily store data that has been output or is to be output.
[0072] The embodiment of the present application further provides a computer-readable storage medium, which stores a computer program. When the computer program is executed by a processor, the steps in the above-mentioned method embodiments can be implemented.
[0073] The present application implements all or part of the processes in the above-mentioned embodiment method, which can be completed by instructing the relevant hardware through a computer program, and the computer program can be stored in a computer-readable storage medium. When the computer program is executed by the processor, the steps of each of the above-mentioned method embodiments can be implemented. Among them, the computer program includes computer program code, and the computer program code can be in source code form, object code form, executable file or some intermediate form. The computer-readable medium may at least include: any entity or device that can carry the computer program code to an electronic device, a recording medium, 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. For example, a USB flash drive, a mobile hard disk, a disk or an optical disk.
[0074] Those of ordinary skill in the art will appreciate that the devices and algorithm steps of each example described in conjunction with the embodiments disclosed herein can be implemented in electronic hardware, or a combination of computer software and electronic hardware. Whether these functions are performed in hardware or software depends on the specific application and design constraints of the technical solution. Professional and technical personnel can use different methods to implement the described functions for each specific application, but such implementation should not be considered to be beyond the scope of this application.
[0075] In the embodiments provided in the present application, it should be understood that the disclosed devices and methods can be implemented in other ways. For example, the device embodiments described above are only schematic. Another point is that the mutual coupling or direct coupling or communication connection shown or discussed can be through some interface, indirect coupling or communication connection of devices, which can be electrical, mechanical or other forms.
[0076] The embodiments described above are only used to illustrate the technical solutions of the present application, rather than to limit them. Although the present application has been described in detail with reference to the aforementioned embodiments, a person skilled in the art should understand that the technical solutions described in the aforementioned embodiments may still be modified, or some of the technical features may be replaced by equivalents. Such modifications or replacements do not deviate the essence of the corresponding technical solutions from the spirit and scope of the technical solutions of the embodiments of the present application, and should all be included in the protection scope of the present application.
Claims
1. A method for quickly responding to user intention, characterized in that: include: Performing voice recognition on a user's incoming call to determine the user's calling intention; According to the user's incoming call intention, determine the service tag matching the incoming call intention and the corresponding processing solution through a pre-established service tag processing solution list; The processing scheme is executed to respond to the user's incoming call intention.
2. The user intention quick response method according to claim 1, characterized in that: The method for quickly responding to user intentions further includes: Acquire first historical data generated by the user handling various services within a first time period before the user calls; According to the first historical data, a service tag and a corresponding processing solution are determined, and a service tag processing solution list is established.
3. The user intention quick response method as claimed in claim 2, characterized in that: The determining, according to the first historical data, a service tag and a corresponding processing solution, and establishing a service tag processing solution list includes: Determine, based on the first historical data, a service label and a corresponding processing solution when the user handles the service; Sort the business tags and corresponding processing solutions according to the number of business processing times, and establish a business tag processing solution list.
4. The user intention quick response method according to claim 1, characterized in that: The determining, according to the incoming call intention of the user, a service tag matching the incoming call intention and a corresponding processing solution through a pre-established service tag processing solution list includes: Preload the business tags and corresponding processing solutions in the front row of the business tag processing solution list; Comparing the user's incoming call intention with the service tag in the service tag processing solution list; According to the comparison result, a service tag matching the calling intention of the user and a corresponding processing solution are determined.
5. The user intention quick response method as claimed in claim 2, characterized in that: The method for quickly responding to user intentions further includes: The service scope that the user may access is predicted based on the first historical data, and a list of service tag processing solutions to be used is generated.
6. The user intention quick response method according to claim 1, characterized in that: The method for quickly responding to user intentions further includes: Acquire the second historical data generated by all users handling various services in the second time period before the user calls; According to the second historical data, a service tag and a corresponding processing solution are determined, and a service tag processing solution list is established.
7. The method for quickly responding to user intentions as claimed in claim 6, characterized in that: The method for quickly responding to user intentions further includes: The service scope that the user may access is predicted based on the second historical data, and a list of service tag processing solutions to be used is generated.
8. A user intention quick response device, characterized in that: include: An intention recognition module is used to perform voice recognition on a user's incoming call to determine the user's calling intention; A solution determination module, used to determine the service tag matching the incoming call intention and the corresponding processing solution through a pre-established service tag processing solution list according to the incoming call intention of the user; The solution execution module is used to execute the processing solution to respond to the user's incoming call intention.
9. An electronic device comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, characterized in that: When the processor executes the computer program, the method for quickly responding to user intentions as described in any one of claims 1 to 7 is implemented.
10. A computer-readable storage medium storing a computer program, characterized in that: When the computer program is executed by a processor, the method for quickly responding to user intentions as described in any one of claims 1 to 7 is implemented.