Voice service processing method and device, equipment and storage medium

Abstract

The invention provides a voice service processing method and device, equipment and a storage medium, and the method comprises the steps: guiding a user to select a target service through voice prompt under the condition that a voice call request initiated by the user through VoLTE is detected; and performing voice interaction with the user for the target service, and executing a service operation corresponding to the target service. According to the embodiment of the invention, the service operation of the voice call is automatically executed according to the interaction result of the user and the digital person, the automatic handling of various services is supported, and through automatic processing, the service handling efficiency is greatly improved, the waiting time and operation steps of the user are reduced, and the user experience and the system processing capability are improved.

Description

Technical Field

[0001] The embodiments of the present application relate to the field of voice interaction technology, and in particular to a voice service processing method, apparatus, device and storage medium. Background Art

[0002] With the rapid development of mobile communication technology, VoLTE (Voice over LTE) technology has become the standard voice communication technology in today's telecommunications industry. VoLTE not only improves the quality of voice calls, but also supports the integration of data and voice services, providing users with a richer service experience.

[0003] In the related technologies, high-quality voice communication is achieved by optimizing VoLTE communication quality and handling network failures, but the focus of these technologies is still on the performance optimization of the communication network. They have not yet deeply solved the interactive experience problems of users in self-service handling of telecommunications services, resulting in the satisfaction of users' intelligent service needs in voice calls. Summary of the invention

[0004] Embodiments of the present application provide a voice service processing method, apparatus, device, and storage medium.

[0005] In a first aspect, an embodiment of the present application provides a voice service processing method, which is applied to a voice service processing system, and the method includes:

[0006] In the case of detecting that a voice call request is initiated by a receiving user through VoLTE, guiding the user to select a target service through a voice prompt;

[0007] Perform voice interaction with the user for the target service and execute a service operation corresponding to the target service.

[0008] Optionally, the performing voice interaction with the user for the target service and executing a service operation corresponding to the target service includes:

[0009] Performing voice interaction with the user for the target service to obtain voice interaction information;

[0010] Execute a service operation corresponding to the target service according to the voice interaction information.

[0011] Optionally, the voice service processing system includes an IVR navigation module; when detecting that a voice call request initiated by a user through VoLTE is received, guiding the user to select a target service through voice prompts includes:

[0012] Receive voice call requests initiated by users via VoLTE;

[0013] Determine the priority of processing the voice call request corresponding to the user according to the pre-acquired network status and user historical behavior data;

[0014] The voice call request is guided to an IVR navigation module according to the priority, so that the IVR navigation module guides the user to select a target service through voice prompts.

[0015] Optionally, the voice service processing system includes a service processing module; after the step of receiving a voice call request initiated by a user through VoLTE, the method includes:

[0016] Real-time monitoring of resource usage of the business processing module;

[0017] The service processing module is load balanced according to the resource usage.

[0018] Optionally, after the step of performing voice interaction with the user for the target service and executing a service operation corresponding to the target service, the method includes:

[0019] Analyze the historical behavior data of the user and send the business service for the target business to the user.

[0020] In a second aspect, an embodiment of the present application provides a voice service processing system, the voice service processing system comprising: a VoLTE access module, an IVR navigation module;

[0021] The VoLTE access module is used to receive a voice call request initiated by a user through VoLTE, and send the voice call request to the IVR navigation module;

[0022] The IVR navigation module is used to guide the user to select a target service through voice prompts, and forward the target service and the voice call request to the digital human interaction module;

[0023] The digital human interaction module is used to perform voice interaction with the user for the target business and execute the business operation corresponding to the target business.

[0024] Optionally, the voice service processing system further includes: a service processing module and a CTI integration module;

[0025] The CTI integration module is used to integrate the VoLTE access module with the service processing module.

[0026] Optionally, the voice service processing system further includes: an MRCP protocol control module;

[0027] The MRCP protocol control module is used to control the speech recognition and text-to-speech services for the user's voice information.

[0028] In a third aspect, an embodiment of the present application provides a voice service processing device, the device comprising:

[0029] The first module is used to guide the user to select a target service through voice prompts when a voice call request initiated by a receiving user through VoLTE is detected;

[0030] The second module is used to perform voice interaction with the user for the target service and execute the service operation corresponding to the target service.

[0031] Optionally, the second module includes:

[0032] The first submodule is used to perform voice interaction with the user for the target service to obtain voice interaction information;

[0033] The second submodule is used to execute the service operation corresponding to the target service according to the voice interaction information.

[0034] Optionally, the first module includes:

[0035] The third submodule is used to receive a voice call request initiated by the user through VoLTE;

[0036] The fourth submodule is used to determine the priority of processing the voice call request corresponding to the user according to the pre-acquired network status and user historical behavior data;

[0037] The fifth submodule is used to guide the voice call request to the IVR navigation module according to the priority, so that the IVR navigation module guides the user to select a target service through voice prompts.

[0038] Optionally, the first module further includes:

[0039] The sixth submodule is used to monitor the resource usage of the business processing module in real time;

[0040] The seventh submodule is used to perform load balancing configuration on the business processing module according to the resource usage.

[0041] Optionally, the device further comprises:

[0042] The third module is used to analyze the historical behavior data of the user and send business services for the target business to the user.

[0043] In a fourth aspect, an embodiment of the present application further provides an electronic device, comprising: a processor; and a memory for storing instructions executable by the processor, wherein the processor is configured to execute the instructions to implement any of the voice service processing methods described above.

[0044] In a fifth aspect, an embodiment of the present application further provides a storage medium, which, when instructions in the storage medium are executed by a processor of an electronic device, enables the electronic device to execute any of the voice service processing methods described above.

[0045] In the embodiment of the present application, when a voice call request initiated by a receiving user through VoLTE is detected, the user is guided to select a target service through voice prompts; voice interaction is performed with the user for the target service, and the service operation corresponding to the target service is performed. That is, in the embodiment of the present application, the service operation of the voice call is automatically performed according to the result of the interaction between the user and the digital human, and the automatic handling of multiple services is supported. Through automatic processing, the service handling efficiency is greatly improved, the waiting time and operation steps of the user are reduced, and the user experience and system processing capacity are improved; through VoLTE network access, it is ensured that the user maintains high-definition voice communication quality when handling services by himself, and the voice interaction experience of the user in the process of handling telecommunications services is improved, and the stability and fluency of the communication quality are ensured. Natural language processing and speech recognition technology are integrated, and the user can interact with the AI-driven digital human in the system through voice in natural language. The system understands and processes the user's business needs, simplifies the user operation process, reduces cumbersome key input, and enables the user to directly handle services through voice, thereby improving the intelligence of the system and user satisfaction.

[0046] The above description is only an overview of the technical solution of the present application. In order to more clearly understand the technical means of the present application, it can be implemented in accordance with the contents of the specification. In order to make the above and other purposes, features and advantages of the present application more obvious and easy to understand, the specific implementation methods of the present application are listed below. BRIEF DESCRIPTION OF THE DRAWINGS

[0047] Various other advantages and benefits will become apparent to those of ordinary skill in the art by reading the detailed description of the preferred embodiments below. The accompanying drawings are only for the purpose of illustrating the preferred embodiments and are not to be considered as limiting the present application. Also, the same reference symbols are used throughout the accompanying drawings to represent the same components. In the accompanying drawings:

[0048] Figure 1 It is a flowchart of a voice service processing method provided by an embodiment of the present application;

[0049] Figure 2 is a schematic diagram of a voice service processing system provided in an embodiment of the present application;

[0050] Figure 3 is a device block diagram of a voice service processing device provided in an embodiment of the present application;

[0051] Figure 4 is a structural diagram of an electronic device provided in an embodiment of the present application;

[0052] Figure 5 is a schematic diagram of an exemplary system interaction process provided in an embodiment of the present application;

[0053] Figure 6 It is a schematic diagram of an exemplary business processing flow provided in an embodiment of the present application. DETAILED DESCRIPTION

[0054] The exemplary embodiments of the present application will be described in more detail below with reference to the accompanying drawings. Although the exemplary embodiments of the present application are shown in the accompanying drawings, it should be understood that the present application can be implemented in various forms and should not be limited by the embodiments set forth herein. On the contrary, these embodiments are provided in order to enable a more thorough understanding of the present application and to fully convey the scope of the present application to those skilled in the art.

[0055] It should be noted that in the embodiments of the present application, by integrating VoLTE high-definition voice communication technology, intelligent IVR navigation, AI digital human interaction and automated business processing procedures, the intelligence level and user experience of voice interaction business self-service are comprehensively improved.

[0056] Specifically, the present invention aims to solve the following main problems:

[0057] Simplify the user interaction process: By introducing natural language processing and intelligent IVR systems, users can interact with the system directly through voice dialogue, avoiding complex key selection operations and simplifying the business processing process.

[0058] Improve user experience: Based on VoLTE technology, it provides high-definition voice call quality, allowing users to enjoy a smooth interactive experience throughout the self-service process. Through digital human interaction, users can describe their needs in natural language, and the system will respond in a conversational way close to humans, further improving user satisfaction.

[0059] Enhance system flexibility and scalability: The system adopts modular design, which can easily integrate and expand new business modules to meet the needs of future business types and technology upgrades. By introducing CTI integration technology, it ensures seamless connection between the business handling process and user calls, and realizes real-time processing and feedback of business.

[0060] Improve business processing efficiency: Through intelligent voice interaction and automated business processing procedures, the time it takes for users to handle business is greatly shortened, and the waiting and operation time is reduced, thereby improving overall service efficiency.

[0061] Support for diverse telecommunications services: The system design can adapt to the self-service requirements of various telecommunications services, such as package subscription, traffic management, bill payment, business inquiry, etc., and can be updated and expanded in real time according to user needs.

[0062] In summary, the present invention aims to build an efficient and intelligent self-service telecommunication service system by integrating advanced VoLTE communication technology, artificial intelligence voice interaction technology and automated service processing technology, so as to meet users' demand for intelligent and convenient telecommunication services and provide a flexible service expansion platform for telecommunication operators.

[0063] Figure 1 is a flow chart of the steps of a voice service processing method provided by an embodiment of the present application, such as Figure 1 As shown, the method includes:

[0064] Step 101, when detecting that a voice call request is initiated by a receiving user through VoLTE, guiding the user to select a target service through voice prompts;

[0065] It should be noted that in the embodiment of the present application, the VoLTE access module can first receive the voice call request initiated by the user through VoLTE, and guide the call request to the IVR system to ensure the communication quality of high-definition voice.

[0066] Among them, VoLTE (Voice over LTE) is a high-definition voice communication technology based on the 4G LTE network, which supports the parallel transmission of voice, video and data.

[0067] Furthermore, the IVR navigation module guides the user to select the desired service through voice prompts, and the user can select the target service through buttons or voice.

[0068] Among them, IVR (Interactive Voice Response) is an interactive voice response system used to achieve interaction through pre-recorded voice prompts and user key selections.

[0069] If the user chooses to interact with the digital human, the IVR system will forward the request to the digital human interaction module.

[0070] Further, the voice service processing system includes an IVR navigation module; when a voice call request initiated by a receiving user through VoLTE is detected, guiding the user to select a target service through voice prompts includes:

[0071] Receive voice call requests initiated by users via VoLTE;

[0072] Determine the priority of processing the voice call request corresponding to the user according to the pre-acquired network status and user historical behavior data;

[0073] The voice call request is guided to an IVR navigation module according to the priority, so that the IVR navigation module guides the user to select a target service through voice prompts.

[0074] It should be noted that in the embodiment of the present application, after receiving the user's call request, the system dynamically allocates it to different service processing modules based on the current network status, user historical behavior data, and service priority.

[0075] Among them, user historical behavior data may include the user's historical package subscription frequency, bill payment, etc.

[0076] Furthermore, by introducing CTI technology, the call system can identify high-priority users and deliver their requests to the corresponding resource pool first, ensuring a quick response and reducing waiting time.

[0077] Further, the voice service processing system includes a service processing module; after the step of receiving a voice call request initiated by a user through VoLTE, the method includes:

[0078] Real-time monitoring of resource usage of the business processing module;

[0079] The service processing module is load balanced according to the resource usage.

[0080] It should be noted that in the embodiment of the present application, the system has load balancing capabilities and monitors the resource usage of each module in real time. During the call allocation process, it ensures that the load of the service modules is evenly distributed to avoid resource overload of a certain module.

[0081] At the same time, historical data is combined to predict future call demand, achieve advance scheduling, and improve system response efficiency.

[0082] Furthermore, whenever a user initiates a business request, the scheduling module will select the best business module to execute the task based on the current system resource load and business priority. Through the intelligent control of the scheduling module, it ensures that the business process can be seamlessly executed under high concurrency conditions and guarantees the accuracy and timeliness of business processing.

[0083] In one embodiment, the system deploys multiple redundant scheduling instances. When a scheduling service fails to work due to high load or failure, other scheduling instances can quickly take over the task to ensure the continuity and stability of the business process. By monitoring the health status of the scheduling service, the system can dynamically adjust the scheduling strategy to ensure the high availability of the overall system.

[0084] Step 102, performing voice interaction with the user for the target service and executing a service operation corresponding to the target service;

[0085] Furthermore, the performing voice interaction with the user for the target service and executing a service operation corresponding to the target service includes:

[0086] Performing voice interaction with the user for the target service to obtain voice interaction information;

[0087] Execute a service operation corresponding to the target service according to the voice interaction information.

[0088] Further, after step 102, after the step of performing voice interaction with the user for the target service and executing a service operation corresponding to the target service, the method includes:

[0089] Analyze the historical behavior data of the user and send the business service for the target business to the user.

[0090] The system can analyze the user's operation history based on AI and automatically provide optimization suggestions to users during the business process. For example, when a user orders a package, the system will automatically recommend the most suitable package based on the user's past traffic usage, reducing the user's selection time and optimizing the interactive experience.

[0091] In addition, in order to facilitate technical personnel in this application to understand the technical solution of the present application, examples are given. The first one is the self-service processing of package ordering based on the technology of the present application.

[0092] Specifically, user call access: the user dials the telecom customer service hotline through VoLTE, and the call request is received by the VoLTE access module and transmitted to the IVR navigation module.

[0093] IVR Navigation: The IVR system plays a voice prompt, and the user can select the "Business Processing" option. If the user selects this option, the system forwards the request to the Digital Human Interaction Module.

[0094] Digital Human Interaction: The user tells the digital human through voice that he needs to order a new data package. The digital human understands the user's needs through NLP technology and confirms with the user whether he needs to view the currently available package options. After the user confirms, the system will display the available packages, and the digital human will introduce the details of each package to the user one by one.

[0095] Package selection and confirmation: The user selects a suitable package and confirms the order through voice command. The system automatically calls the telecommunications business system through the business processing module to complete the package ordering operation.

[0096] Feedback on processing results: After the order is successful, the digital human will inform the user through voice that the order has been completed and provide further service options, such as whether to check the traffic balance or bill information of the new package.

[0097] End of call and log record: After the user confirms that the process is completed, the system ends the call and saves the log record of this interaction process for subsequent query and analysis.

[0098] The second is the self-service processing of bill payment based on the technology of this application

[0099] User call access: Users call the telecom customer service hotline through VoLTE, and the call request is transmitted to the system's VoLTE access module through IMS (IP Multimedia Subsystem) to ensure high-definition voice call quality.

[0100] IVR Navigation: The IVR system prompts users to select services through voice. After the user selects "Bill Inquiry and Payment", the system forwards the request to the digital human interaction module.

[0101] Digital human interaction: The digital human communicates with the user through voice, asking the user whether he needs to check the current bill. After the user confirms through voice, the system calls the business processing module to query the user's current bill information, and the digital human reports it to the user.

[0102] Payment method selection: The digital human asks the user to select a payment method, and the user can select bank card payment, WeChat payment or Alipay payment through voice. After the user selects, the system automatically generates a payment link or sends a payment QR code via SMS.

[0103] Payment confirmation and result feedback: After the user completes the payment, the system will confirm the payment status and feedback the payment success information to the user through the digital person. If the user needs, they can also choose to send the payment voucher to the user's designated contact method via SMS or email.

[0104] Call termination and logging: After completing the payment operation, the system will end the call and save the log record of this interaction for future inquiries and customer service needs.

[0105] Through the above two specific examples, it can be seen that the present application can realize efficient self-service business processing and provide users with a convenient and friendly service experience. The voice business processing system and method in the present application not only supports natural language interaction and simplifies the operation process, but also ensures the real-time and accuracy of the business processing process. It has a high degree of flexibility and scalability to adapt to the rapid development of future business and technology.

[0106] In the embodiment of the present application, when a voice call request initiated by a receiving user through VoLTE is detected, the user is guided to select a target service through voice prompts; voice interaction is performed with the user for the target service, and the service operation corresponding to the target service is performed. That is, in the embodiment of the present application, the service operation of the voice call is automatically performed according to the result of the interaction between the user and the digital human, and the automatic handling of multiple services is supported. Through automatic processing, the service handling efficiency is greatly improved, the waiting time and operation steps of the user are reduced, and the user experience and system processing capacity are improved; through VoLTE network access, it is ensured that the user maintains high-definition voice communication quality when handling services by himself, and the voice interaction experience of the user in the process of handling telecommunications services is improved, and the stability and fluency of the communication quality are ensured. Natural language processing and speech recognition technology are integrated, and the user can interact with the AI-driven digital human in the system through voice in natural language. The system understands and processes the user's business needs, simplifies the user operation process, reduces cumbersome key input, and enables the user to directly handle services through voice, thereby improving the intelligence of the system and user satisfaction.

[0107] Figure 2 is a schematic diagram of a voice service processing system provided in an embodiment of the present application, such as Figure 2 As shown, the voice service processing system includes: a VoLTE access module and an IVR navigation module;

[0108] The VoLTE access module is used to receive a voice call request initiated by a user through VoLTE, and send the voice call request to the IVR navigation module;

[0109] The IVR navigation module is used to guide the user to select a target service through voice prompts, and forward the target service and the voice call request to the digital human interaction module;

[0110] The digital human interaction module is used to perform voice interaction with the user for the target business and execute the business operation corresponding to the target business.

[0111] It should be noted that in the embodiment of the present application, the VoLTE access module can first receive the voice call request initiated by the user through VoLTE, and guide the call request to the IVR system to ensure the communication quality of high-definition voice.

[0112] Among them, VoLTE (Voice over LTE) is a high-definition voice communication technology based on the 4G LTE network, which supports the parallel transmission of voice, video and data.

[0113] Furthermore, the IVR navigation module guides the user to select the desired service through voice prompts, and the user can select the target service through buttons or voice.

[0114] Among them, IVR (Interactive Voice Response) is an interactive voice response system used to achieve interaction through pre-recorded voice prompts and user key selections.

[0115] If the user chooses to interact with the digital human, the IVR system will forward the request to the digital human interaction module.

[0116] It should be noted that in the embodiments of the present application, natural language processing (NLP) and speech recognition technology are used to simulate real-life conversations and interact with users. Users can communicate with digital humans through natural language and describe the telecommunications services they need to handle. The system will understand the user's needs and perform corresponding business operations.

[0117] Furthermore, the voice service processing system further includes: a service processing module and a CTI integration module;

[0118] The CTI integration module is used to integrate the VoLTE access module with the service processing module.

[0119] The business processing module, which can also be called the business handling module, is responsible for automatically calling the telecommunications business system to complete relevant business operations, such as package subscription, traffic query, bill payment, etc., based on the results of the interaction between the user and the digital human.

[0120] Among them, CTI (Computer Telephony Integration) is a computer telephone integration technology used to integrate telephone switches with computer systems to achieve automated call processing.

[0121] Therefore, in the embodiment of the present application, the VoLTE call is integrated with the service processing module through the CTI integration module to ensure that the user can perform service operations in real time and synchronously during the call.

[0122] Furthermore, the voice service processing system further comprises: an MRCP protocol control module;

[0123] The MRCP protocol control module is used to control the speech recognition and text-to-speech services for the user's voice information.

[0124] MRCP (Media Resource Control Protocol) is a protocol for controlling media resources, commonly used in applications such as speech recognition and text-to-speech.

[0125] It should be noted that, in the embodiment of the present application, the MRCP protocol control module is used to control speech recognition and text-to-speech services to ensure that the digital human can accurately recognize the user's voice commands and make correct responses.

[0126] In addition, in an embodiment of the present application, the voice service processing system also includes: a monitoring and logging module, wherein the monitoring and logging module is responsible for recording the interaction log between the user and the system, and performing real-time monitoring of the entire processing flow to ensure the stability and traceability of the system.

[0127] In addition, in the embodiment of the present application, the voice service processing system further includes: a service flow scheduling module.

[0128] Automatic business process scheduling: Whenever a user initiates a business request, the scheduling module will select the best business module to execute the task based on the current system resource load and business priority. Through the intelligent control of the scheduling module, it ensures that the business process can be seamlessly executed in high concurrency situations, and guarantees the accuracy and timeliness of business processing.

[0129] Redundant scheduling service guarantee: The system deploys multiple redundant scheduling instances. When a scheduling service fails to work due to high load or failure, other scheduling instances can quickly take over the task to ensure the continuity and stability of the business process. By monitoring the health status of the scheduling service, the system can dynamically adjust the scheduling strategy to ensure the high availability of the overall system.

[0130] Dynamic optimization and suggestions: The system can analyze the user's operation history based on AI and automatically provide optimization suggestions to users during the business process. For example, when a user orders a package, the system will automatically recommend the most suitable package based on the user's past traffic usage, reducing the user's selection time and optimizing the interactive experience.

[0131] In the embodiment of the present application, by automatically executing the business operations of voice calls according to the results of the interaction between the user and the digital human, the automated handling of various services is supported. Through automated processing, the business handling efficiency is greatly improved, the user's waiting time and operation steps are reduced, and the user experience and system processing capabilities are improved; through VoLTE network access, it is ensured that the user maintains high-definition voice communication quality when handling services by self-service, the user's voice interaction experience in the process of handling telecommunications services is improved, the stability and smoothness of communication quality are ensured, and natural language processing and speech recognition technologies are integrated. Users can use voice to interact with the AI-driven digital human in the system in natural language. The system understands and processes the user's business needs, simplifies the user operation process, reduces cumbersome key input, and enables users to directly handle services through voice, thereby improving the intelligence of the system and user satisfaction.

[0132] Figure 3 is a device block diagram of a voice service processing device provided in an embodiment of the present application, such as Figure 3 As shown, the device comprises:

[0133] The first module 301 is used to guide the user to select a target service through a voice prompt when a voice call request initiated by the receiving user through VoLTE is detected;

[0134] The second module 302 is used to perform voice interaction with the user for the target service and execute a service operation corresponding to the target service.

[0135] Optionally, the second module includes:

[0136] The first submodule is used to perform voice interaction with the user for the target service to obtain voice interaction information;

[0137] The second submodule is used to execute the service operation corresponding to the target service according to the voice interaction information.

[0138] Optionally, the first module includes:

[0139] The third submodule is used to receive a voice call request initiated by the user through VoLTE;

[0140] The fourth submodule is used to determine the priority of processing the voice call request corresponding to the user according to the pre-acquired network status and user historical behavior data;

[0141] The fifth submodule is used to guide the voice call request to the IVR navigation module according to the priority, so that the IVR navigation module guides the user to select a target service through voice prompts.

[0142] Optionally, the first module further includes:

[0143] The sixth submodule is used to monitor the resource usage of the business processing module in real time;

[0144] The seventh submodule is used to perform load balancing configuration on the business processing module according to the resource usage.

[0145] Optionally, the device further comprises:

[0146] The third module is used to analyze the historical behavior data of the user and send business services for the target business to the user.

[0147] In the embodiment of the present application, by automatically executing the business operations of voice calls according to the results of the interaction between the user and the digital human, the automated handling of various services is supported. Through automated processing, the business handling efficiency is greatly improved, the user's waiting time and operation steps are reduced, and the user experience and system processing capabilities are improved; through VoLTE network access, it is ensured that the user maintains high-definition voice communication quality when handling services by self-service, the user's voice interaction experience in the process of handling telecommunications services is improved, the stability and smoothness of communication quality are ensured, and natural language processing and speech recognition technologies are integrated. Users can use voice to interact with the AI-driven digital human in the system in natural language. The system understands and processes the user's business needs, simplifies the user operation process, reduces cumbersome key input, and enables users to directly handle services through voice, thereby improving the intelligence of the system and user satisfaction.

[0148] Figure 4 This is a structural diagram of an electronic device M00 provided in an embodiment of the present application. In the figure, the electronic device M00 includes a processor M01 and a memory M02. The electronic device includes: a processor; a memory for storing instructions executable by the processor, wherein the processor is configured to execute the instructions to implement any of the voice service processing methods described above, and can achieve the same technical effect. To avoid repetition, it will not be repeated here.

[0149] In an embodiment of the present application, the memory M02 can be used to store software programs and various data. The memory M02 may mainly include a first storage area for storing programs or instructions and a second storage area for storing data, wherein the first storage area may store an operating system, an application program or instructions required for at least one function (such as a sound playback function, an image playback function, etc.), etc. In addition, the memory M02 may include a volatile memory or a non-volatile memory, or the memory x09 may include both volatile and non-volatile memories. Among them, the non-volatile memory may be a read-only memory (ROM), a programmable read-only memory (PROM), an erasable programmable read-only memory (EPROM), an electrically erasable programmable read-only memory (EEPROM), or a flash memory. The volatile memory may be a random access memory (RAM), a static random access memory (SRAM), a dynamic random access memory (DRAM), a synchronous dynamic random access memory (SDRAM), a double data rate synchronous dynamic random access memory (DDRSDRAM), an enhanced synchronous dynamic random access memory (ESDRAM), a synchronous link dynamic random access memory (SLDRAM) and a direct memory bus random access memory (DRRAM). The memory M02 in the embodiment of the present application includes but is not limited to these and any other suitable types of memories.

[0150] The processor M01 may include one or more processing units; optionally, the processor M01 integrates an application processor and a modem processor, wherein the application processor mainly processes operations related to an operating system, a user interface, and application programs, and the modem processor mainly processes wireless communication signals, such as a baseband processor. It is understandable that the modem processor may not be integrated into the processor M01.

[0151] The embodiment of the present application also provides a readable storage medium, on which a program or instruction is stored. When the program or instruction is executed by a processor, each process of the above-mentioned voice service processing method embodiment is implemented, and the same technical effect can be achieved. To avoid repetition, it will not be repeated here.

[0152] The processor is the processor in the electronic device described in the above embodiment. The readable storage medium includes a computer readable storage medium, such as a computer read-only memory ROM, a random access memory RAM, a magnetic disk or an optical disk.

[0153] An embodiment of the present application further provides a chip, which includes a processor and a communication interface, wherein the communication interface is coupled to the processor, and the processor is used to run programs or instructions to implement the various processes of the above-mentioned voice service processing method embodiment, and can achieve the same technical effect. To avoid repetition, it will not be repeated here.

[0154] It should be understood that the chip involved in the embodiments of the present application can also be called a system-level chip, a system chip, a chip system or a system-on-chip chip, etc.

[0155] An embodiment of the present application further provides a storage medium. When instructions in the storage medium are executed by a processor of an electronic device, the electronic device is enabled to execute any of the voice service processing methods described above.

[0156] An embodiment of the present application provides a computer program product, which is stored in a storage medium. The program product is executed by at least one processor to implement the various processes of the above-mentioned voice service processing method embodiment and can achieve the same technical effect. To avoid repetition, it will not be repeated here.

[0157] An embodiment of the present application also provides a vehicle, which includes the voice service processing device as described above.

[0158] It should be noted that, in this article, the terms "comprise", "include" or any other variant thereof are intended to cover non-exclusive inclusion, so that the process, method, article or device including a series of elements includes not only those elements, but also includes other elements not explicitly listed, or also includes elements inherent to such process, method, article or device. In the absence of further restrictions, the elements defined by the sentence "comprise one..." do not exclude the presence of other identical elements in the process, method, article or device including the element. In addition, it should be pointed out that the scope of the methods and devices in the embodiments of the present application is not limited to performing functions in the order shown or discussed, and may also include performing functions in a substantially simultaneous manner or in reverse order according to the functions involved, for example, the described method may be performed in an order different from that described, and various steps may also be added, omitted, or combined. In addition, the features described with reference to certain examples may be combined in other examples.

[0159] Through the description of the above implementation methods, those skilled in the art can clearly understand that the above-mentioned embodiment methods can be implemented by means of software plus a necessary general hardware platform, and of course by hardware, but in many cases the former is a better implementation method. Based on such an understanding, the technical solution of the present application, or the part that contributes to the relevant technology, can be embodied in the form of a computer software product, which is stored in a storage medium (such as ROM / RAM, a disk, or an optical disk), and includes a number of instructions for a terminal (which can be a mobile phone, a computer, a server, or a network device, etc.) to execute the methods described in each embodiment of the present application.

[0160] The embodiments of the present application are described above in conjunction with the accompanying drawings, but the present application is not limited to the above-mentioned specific implementation methods. The above-mentioned specific implementation methods are merely illustrative and not restrictive. Under the guidance of the present application, ordinary technicians in this field can also make many forms without departing from the purpose of the present application and the scope of protection of the claims, all of which are within the protection of the present application.

Claims

1. A voice service processing method, characterized in that: Applied to a voice service processing system, the method comprises: In the case of detecting that a voice call request is initiated by a receiving user through VoLTE, guiding the user to select a target service through a voice prompt; Perform voice interaction with the user for the target service and execute a service operation corresponding to the target service.

2. The method according to claim 1, characterized in that The performing voice interaction with the user for the target service and executing the service operation corresponding to the target service includes: Performing voice interaction with the user for the target service to obtain voice interaction information; Execute a service operation corresponding to the target service according to the voice interaction information.

3. The method according to claim 1, characterized in that The voice service processing system includes an IVR navigation module; when a voice call request initiated by a user via VoLTE is detected, guiding the user to select a target service through voice prompts includes: Receive voice call requests initiated by users via VoLTE; Determine the priority of processing the voice call request corresponding to the user according to the pre-acquired network status and user historical behavior data; The voice call request is guided to an IVR navigation module according to the priority, so that the IVR navigation module guides the user to select a target service through voice prompts.

4. The method according to claim 3, characterized in that The voice service processing system includes a service processing module; After the step of receiving a voice call request initiated by a user through VoLTE, the method includes: Real-time monitoring of resource usage of the business processing module; The service processing module is load balanced according to the resource usage.

5. The method according to claim 1, characterized in that After the step of performing voice interaction with the user for the target service and executing a service operation corresponding to the target service, the method includes: Analyze the historical behavior data of the user and send the business service for the target business to the user.

6. A voice service processing system, characterized in that: The voice service processing system includes: a VoLTE access module and an IVR navigation module; The VoLTE access module is used to receive a voice call request initiated by a user through VoLTE, and send the voice call request to the IVR navigation module; The IVR navigation module is used to guide the user to select a target service through voice prompts, and forward the target service and the voice call request to the digital human interaction module; The digital human interaction module is used to perform voice interaction with the user for the target business and execute the business operation corresponding to the target business.

7. The system according to claim 6, characterized in that The voice service processing system also includes: a service processing module and a CTI integration module; The CTI integration module is used to integrate the VoLTE access module with the service processing module.

8. The system according to claim 6, characterized in that The voice service processing system also includes: an MRCP protocol control module; The MRCP protocol control module is used to control the speech recognition and text-to-speech services for the user's voice information.

9. An electronic device, characterized in that: include: processor; a memory for storing instructions executable by the processor; The processor is configured to execute the instructions to implement the voice service processing method as described in any one of claims 1-5.

10. A computer storage medium, a readable storage medium, for storing a program, characterized in that: When the program is executed by a processor, the voice service processing method as described in any one of claims 1 to 5 is implemented.

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