Multi-end voice interconnection service method and system

Abstract

The application discloses a multi-terminal voice interconnection service method and system, through automatic voice recognition and dialing functions, the call demand can be quickly responded, and a voice call connection can be established without manual intervention. In this way, the waiting time is greatly reduced, and the business processing speed is improved. The system can record and generate the text record of the call voice in real time, so that the communication between the customer and the business personnel is more transparent, and subsequent inquiry and review are also facilitated. The function of automatically triggering or manually clicking to trigger the dialing of the telephone of the corresponding responsible person is realized, so that the customer demand can be quickly paid attention to and solved by the responsible person, and the service quality is improved.

Description

Technical Field

[0001] The present invention relates to the field of voice calls, and in particular to a multi-terminal voice interconnection service method and system. Background Art

[0002] Voice calls are a form of communication that uses voice and a transmission medium. Common ones include landline calls, mobile phone calls, intercom calls, and voice chats on the Internet. They can be divided into two forms: those that consume data and those that consume phone charges. In the last century, voice calls were limited to telephones, mobile phones, and intercoms. Now, they have gradually developed into a common means of communication, not only through telephones, but also through chat software and even mobile phone software. However, when some salesmen negotiate business, they lack authority and cannot decide whether to communicate and sign the contract. They currently need to hang up the phone or cover the microphone, run to the relevant person in charge to communicate, and then continue to communicate with the customer. This greatly reduces the efficiency of signing the contract.

[0003] In summary, a multi-terminal voice interconnection service method and system is needed to address the deficiencies in the existing technology. Summary of the Invention

[0004] In view of the shortcomings of the existing technology, the present invention provides a multi-terminal voice interconnection service method and system, aiming to solve the above problems.

[0005] To achieve the above object, the present invention provides the following technical solution: a multi-terminal voice interconnection service method, comprising the following steps:

[0006] Step S1: Connect or make a corresponding call according to the call demand and establish a voice call connection;

[0007] Step S2: Record the call voice and use the voice recognition module to convert the recorded data in real time to generate a text record;

[0008] Step S3: The voice interconnection service system automatically recognizes the call content or is triggered by a click of the salesperson, and the voice interconnection service system dials the phone number of the corresponding person in charge;

[0009] Step S4: The corresponding person in charge receives the call request, and the voice recognition system pulls the previous communication summary. The corresponding person in charge determines whether to authorize the project based on the previous communication summary;

[0010] Step S5: The salesperson receives authorization feedback from the corresponding person in charge and conducts further communication. If further authorization is required, steps S2 to S4 are repeated.

[0011] Optionally, the voice call connection is established in step S1 in the following manner:

[0012] The voice interconnection service system obtains the number to be called or connected according to demand;

[0013] If it is an outgoing number, the outgoing number is dialed through the dial-up module of the voice interconnection service system. After the other party receives the invitation, a voice call is established;

[0014] If it is a number that needs to be connected, the image module of the voice interconnection service system will be used to determine whether the salesperson is at his workstation. If he is, the salesperson will be reminded and the voice call will be established. Otherwise, the number that needs to be connected will be recorded, and a message will be left to remind the salesperson, or the voice interconnection service system will connect, and the system will automatically conduct preliminary communication, record the relevant communication content, and remind the salesperson.

[0015] Optionally, the text record is generated in step S2 in the following manner:

[0016] Step A1: The voice interconnection service system captures the content of the ongoing voice call and converts it into an audio stream;

[0017] Step A2: The speech recognition module converts the recorded audio stream into text data in real time;

[0018] Step A3: Organize the text data, extract key information, and form a summary of the voice call content.

[0019] Optionally, the triggering of calling the corresponding person in charge in step S3 is carried out in the following manner:

[0020] The system automatically identifies the call content and triggers:

[0021] Step B1: Set system trigger keywords based on authorization requirements;

[0022] Step B2: The voice interconnection service system identifies the call text content and compares it with the trigger keyword. If it matches, it triggers the authorization service and calls the corresponding person in charge;

[0023] Salesperson clicks to trigger:

[0024] When the salesperson clicks the authorization button on the call interface, the system triggers an automatic call to the corresponding person in charge and binds the click event. The system obtains the salesperson's name, phone number and call communication summary and transmits it to the corresponding person in charge.

[0025] Optionally, in step S4, whether to authorize the project is determined in the following manner:

[0026] The authorization page for the corresponding person in charge displays the salesperson's name and phone number. Click on the blank space to pop up a window showing the call summary. Determine whether to authorize based on the call summary. If the call is hung up, it means that the authorization is rejected. Conversely, if the call is answered, it means that the authorization is granted.

[0027] Optionally, in step S4, whether to authorize the project is determined in the following manner:

[0028] The authorization page of the corresponding person in charge displays the salesperson's name and phone number. Hanging up the phone means using the AI ​​intelligent body to participate in a group conference call to jointly serve customers. Answering the call means personally participating in the conference call, which means the call will be connected, and the incoming call will also display a summary of the ongoing meeting.

[0029] Optionally, in step S5, the salesperson conducts further communication based on the authorization feedback in the following ways:

[0030] Step C1: The system sends the authorization result to the salesperson based on the authorization result of the corresponding person in charge;

[0031] Step C2: The salesperson receives the authorization result, and the salesperson's system interface displays the authorization result;

[0032] Step C3: The salesperson adjusts the communication strategy based on the authorization result and conducts further communication.

[0033] A multi-terminal voice interconnection service system adopts the multi-terminal voice interconnection service method, including a voice call establishment module, a voice recording recognition module, a trigger dialing module, an authorization feedback module and a data storage and processing module;

[0034] The voice call establishment module is used to obtain the outgoing or connected number according to the call demand and establish the voice call connection;

[0035] The voice recording recognition module is used to record the content of ongoing voice calls and convert the audio stream into text data in real time;

[0036] The trigger dialing module is used to trigger a call to the corresponding person in charge based on the system's automatic recognition of specific keywords in the call content, or the salesperson manually clicks the authorization button to trigger the dialing;

[0037] The authorization feedback module allows the person in charge to view the salesperson's information and call summary to decide whether to grant project authorization;

[0038] The data storage and processing module is used to store call recordings, text records, call summaries, authorization status and other information, and perform data analysis.

[0039] Optionally, the voice recording recognition module includes capturing the voice call content, converting it into an audio stream, transcribing it in real time using a voice recognition module, and organizing text data to extract key information to form a summary.

[0040] Optionally, the trigger dialing module is also used to bind a click event to collect necessary information such as the salesperson's name, phone number and call summary, and transmit it to the corresponding person in charge.

[0041] Beneficial effects of the present invention:

[0042] 1. The present invention uses automated voice recognition and dialing functions to quickly respond to call requests and establish voice call connections without manual intervention. This significantly reduces waiting time and speeds up business processing. The system can record and generate text records of call voices in real time, making communication between customers and sales representatives more transparent and facilitating subsequent inquiries and review. The function of automatically triggering or manually triggering the call to the corresponding person in charge ensures that customer needs are quickly addressed and resolved by the person in charge, thereby improving service quality.

[0043] 2. In the present invention, for complex projects that require multiple authorizations, the system supports repeating steps S2 to S4, that is, making adjustments based on the results of the previous communication and then trying to obtain authorization again. This reduces the possibility of human error and simplifies the complex approval process. The person in charge can make a decision on whether to authorize by viewing the detailed call communication summary. This method not only speeds up the decision-making process, but also makes the decision basis more sufficient and reasonable.

[0044] 3. In the present invention, in some cases, after hanging up the phone, you can choose to use AI agents to participate in group conference calls to jointly serve customers. This method is both flexible and efficient. When the person in charge chooses to participate in the conference call in person, the system will display a summary of the meeting, which will help all participants quickly understand the background information and thus cooperate more effectively. Salesmen can adjust communication strategies in a timely manner based on the judgment and authorization results of the person in charge to better serve customers, while also strengthening collaboration between internal teams. BRIEF DESCRIPTION OF THE DRAWINGS

[0045] Figure 1 The present invention is a flow chart of a method.

[0046] Figure 2 A schematic diagram of the system structure of the present invention. DETAILED DESCRIPTION

[0047] In order to more clearly illustrate the embodiments of the invention or the technical solutions in the prior art, the following briefly introduces the drawings required for use in the embodiments or the description of the prior art. Obviously, the drawings described below are only some embodiments of the invention. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying any creative work.

[0048] like Figure 1As shown, a multi-terminal voice interconnection service method includes the following steps:

[0049] Step S1: Connect or make a corresponding call according to the call demand and establish a voice call connection;

[0050] To establish a voice call connection, use the following methods:

[0051] The voice interconnection service system obtains the number to be called or connected according to demand;

[0052] If it is an outgoing number, the outgoing number is dialed through the dial-up module of the voice interconnection service system. After the other party receives the invitation, a voice call is established;

[0053] If it is a number that needs to be connected, the image module of the voice interconnection service system will be used to determine whether the salesperson is at his workstation. If he is, the salesperson will be reminded and the voice call will be established. Otherwise, the number that needs to be connected will be recorded, and a message will be left to remind the salesperson, or the voice interconnection service system will connect, and the system will automatically conduct preliminary communication, record the relevant communication content, and remind the salesperson.

[0054] Step S2: Record the call voice and use the voice recognition module to convert the recorded data in real time to generate a text record;

[0055] Generate a transcript by:

[0056] Step A1: The voice interconnection service system captures the content of the ongoing voice call and converts it into an audio stream;

[0057] Step A2: The speech recognition module converts the recorded audio stream into text data in real time;

[0058] Step A3: Organize the text data, extract key information, and form a summary of the voice call content.

[0059] Step S3: The voice interconnection service system automatically recognizes the call content or is triggered by a click of the salesperson, and the voice interconnection service system dials the phone number of the corresponding person in charge;

[0060] The trigger for calling the corresponding person in charge is as follows:

[0061] The system automatically identifies the call content and triggers:

[0062] Step B1: Set system trigger keywords based on authorization requirements;

[0063] Step B2: The voice interconnection service system identifies the call text content and compares it with the trigger keyword. If it matches, it triggers the authorization service and calls the corresponding person in charge;

[0064] Salesperson clicks to trigger:

[0065] When the salesperson clicks the authorization button on the call interface, the system triggers an automatic call to the corresponding person in charge and binds the click event. The system obtains the salesperson's name, phone number and call communication summary and transmits it to the corresponding person in charge.

[0066] Step S4: The corresponding person in charge receives the call request, and the voice recognition system pulls the previous communication summary. The corresponding person in charge determines whether to authorize the project based on the previous communication summary;

[0067] Determine whether to authorize the project in the following ways:

[0068] The authorization page for the corresponding person in charge displays the salesperson's name and phone number. Click on the blank space to pop up a window showing the call summary. Determine whether to authorize based on the call summary. If the call is hung up, it means that the authorization is rejected. Conversely, if the call is answered, it means that the authorization is granted.

[0069] Step S5: The salesperson receives authorization feedback from the corresponding person in charge and conducts further communication. If further authorization is required, steps S2 to S4 are repeated.

[0070] The salesperson will conduct further communication based on the authorization feedback through the following methods:

[0071] Step C1: The system sends the authorization result to the salesperson based on the authorization result of the corresponding person in charge;

[0072] Step C2: The salesperson receives the authorization result, and the salesperson's system interface displays the authorization result;

[0073] Step C3: The salesperson adjusts the communication strategy based on the authorization result and conducts further communication.

[0074] Automatically identify call needs and quickly establish connections, reducing manual operation time, and intelligently handle outgoing and incoming calls. Whether it is active dialing or incoming calls, the system can automatically determine the processing method based on the salesperson's on-the-job status to avoid missed calls and wrong calls. The image module determines the on-the-job status, realizes intelligent call processing, improves response efficiency, and reduces manual intervention.

[0075] The recording and speech recognition modules work together to convert voice content into text in real time for easy viewing and archiving, generate call summaries, extract key information, help managers quickly understand the communication context, improve information transmission efficiency, support subsequent review, audit, training and other scenarios, and enhance the traceability and compliance of communication.

[0076] The system automatically identifies keywords to trigger the authorization process, and can quickly contact the person in charge without manual intervention. The salesperson manually clicks the authorization button to trigger it, providing flexible operation methods to meet the needs of different scenarios. It automatically calls the person in charge to improve response speed and shorten the authorization cycle. The authorization page displays the salesperson information and call summary, providing the person in charge with a comprehensive judgment basis. The authorization status is judged by whether the call is answered. The operation is simple and the logic is clear, which lowers the usage threshold and supports AI intervention in initial communication. When the person in charge does not answer the call, the system can continue to provide services to improve customer experience.

[0077] The authorization results are fed back to the salesperson in real time to ensure that information is synchronized without delay. The interface displays the authorization status to help the salesperson quickly understand the current business progress, adjust the communication strategy based on the authorization results, and improve the pertinence and success rate of subsequent communication. The system supports repeated execution of S2 to S4 processes and is suitable for complex projects that require multiple rounds of communication and authorization. Each round of communication is recorded and summarized to facilitate review and adjustment of strategies. All call recordings, text records, summary content, authorization status and other information are recorded by the system and can be used for subsequent data analysis, customer behavior analysis, employee performance evaluation, service process optimization, etc.

[0078] The difference of the second embodiment is that in step S4, whether to authorize the project is determined in the following way:

[0079] The authorization page of the corresponding person in charge displays the salesperson's name and phone number. Hanging up the phone means using the AI ​​intelligent body to participate in a group conference call to jointly serve customers. Answering the call means personally participating in the conference call, which means the call will be connected, and the incoming call will also display a summary of the ongoing meeting.

[0080] Hanging up the phone triggers the AI ​​agent to participate in the service, avoiding customers waiting or service interruption. The AI ​​agent can automatically participate in group telephone conferences based on the meeting summary, continue to serve customers, and improve response efficiency. The system automatically determines whether the person in charge is participating, without manual selection, reducing the number of operation steps. The person in charge can express his willingness to participate by simply answering the call, without the need for additional clicks or input. Answering the call means personal participation, and the system automatically connects and displays the meeting summary, allowing the person in charge to quickly understand the background. Hanging up means authorizing the AI ​​agent, and the system automatically arranges for the AI ​​agent to intervene, flexibly responding to various work scenarios.

[0081] If the person in charge chooses to participate in person, the system will display a summary of the ongoing meeting to help him or her quickly grasp the background of the meeting. All participants (including salesmen, customers, persons in charge, and AI agents) can quickly enter the status based on the summary information. It supports multi-person voice conferencing, role division, and task allocation to improve collaboration efficiency.

[0082] A multi-terminal voice interconnection service system adopts the multi-terminal voice interconnection service method, including a voice call establishment module, a voice recording recognition module, a trigger dialing module, an authorization feedback module and a data storage and processing module;

[0083] The voice call establishment module is used to obtain the outgoing or connected number according to the call demand and establish the voice call connection;

[0084] The voice recording recognition module is used to record the content of ongoing voice calls and convert the audio stream into text data in real time;

[0085] The trigger dialing module is used to trigger a call to the corresponding person in charge based on the system's automatic recognition of specific keywords in the call content, or the salesperson manually clicks the authorization button to trigger the dialing;

[0086] The authorization feedback module allows the person in charge to view the salesperson's information and call summary to decide whether to grant project authorization;

[0087] The data storage and processing module is used to store call recordings, text records, call summaries, authorization status and other information, and perform data analysis.

[0088] The voice recording recognition module includes capturing the content of voice calls, converting it into an audio stream, transcribing it in real time using the voice recognition module, and organizing text data to extract key information to form a summary.

[0089] The trigger dialing module is also used to bind click events to collect necessary information such as the salesperson's name, phone number and call summary, and transmit it to the corresponding person in charge.

[0090] Through automated voice recognition and dialing functions, this invention can quickly respond to call requests and establish voice call connections without manual intervention. This significantly reduces waiting time and speeds up business processing. The system can record and generate text records of call voices in real time, making communication between customers and sales representatives more transparent and facilitating subsequent inquiries and review. The function of automatically triggering or manually clicking to call the corresponding person in charge ensures that customer needs are quickly addressed and resolved by the person in charge, thereby improving service quality.

[0091] For complex projects that require multiple authorizations, the system supports repeating steps S2 to S4, that is, making adjustments based on the results of the previous communication and then trying to obtain authorization again. This reduces the possibility of human error and simplifies the complex approval process. The person in charge can make a decision on whether to authorize by viewing the detailed call communication summary. This method not only speeds up the decision-making process, but also makes the decision basis more sufficient and reasonable.

[0092] In some cases, after hanging up the phone, you can choose to use AI agents to participate in group conference calls to jointly serve customers. This method is both flexible and efficient. When the person in charge chooses to participate in the conference call in person, the system will display a summary of the ongoing meeting, which will help all participants quickly understand the background information and thus cooperate more effectively. Salesmen can adjust communication strategies in a timely manner based on the judgment and authorization results of the person in charge to better serve customers, while also strengthening collaboration between internal teams.

[0093] The above description is only a preferred embodiment of the present invention and is not intended to limit the present invention. Any modifications, equivalent substitutions or improvements made within the spirit and principles of the present invention should be included in the scope of protection of the present invention.

Claims

1. A multi-terminal voice interconnection service method, characterized in that: The following steps are involved: Step S1: Connect or make a corresponding call according to the call demand and establish a voice call connection; Step S2: Record the call voice and use the voice recognition module to convert the recorded data in real time to generate a text record; Step S3: The voice interconnection service system automatically recognizes the call content or is triggered by a click of the salesperson, and the voice interconnection service system dials the phone number of the corresponding person in charge; Step S4: The corresponding person in charge receives the call request, and the voice recognition system pulls the previous communication summary. The corresponding person in charge determines whether to authorize the project based on the previous communication summary; Step S5: The salesperson receives authorization feedback from the corresponding person in charge and conducts further communication. If further authorization is required, steps S2 to S4 are repeated.

2. The multi-terminal voice interconnection service method according to claim 1, characterized in that: The voice call connection is established in step S1 in the following manner: The voice interconnection service system obtains the number to be called or connected according to demand; If it is an outgoing number, the outgoing number is dialed through the dial-up module of the voice interconnection service system. After the other party receives the invitation, a voice call is established; If it is a number that needs to be connected, the image module of the voice interconnection service system will be used to determine whether the salesperson is at his workstation. If he is, the salesperson will be reminded and the voice call will be established. Otherwise, the number that needs to be connected will be recorded, and a message will be left to remind the salesperson, or the voice interconnection service system will connect, and the system will automatically conduct preliminary communication, record the relevant communication content, and remind the salesperson.

3. The multi-terminal voice interconnection service method according to claim 1, characterized in that: The text record is generated in step S2 in the following manner: Step A1: The voice interconnection service system captures the content of the ongoing voice call and converts it into an audio stream; Step A2: The speech recognition module converts the recorded audio stream into text data in real time; Step A3: Organize the text data, extract key information, and form a summary of the voice call content.

4. The multi-terminal voice interconnection service method according to claim 1, characterized in that: The triggering of calling the corresponding person in charge in step S3 is as follows: The system automatically identifies the call content and triggers: Step B1: Set system trigger keywords based on authorization requirements; Step B2: The voice interconnection service system identifies the call text content and compares it with the trigger keyword. If it matches, it triggers the authorization service and calls the corresponding person in charge; Salesperson clicks to trigger: When the salesperson clicks the authorization button on the call interface, the system triggers an automatic call to the corresponding person in charge and binds the click event. The system obtains the salesperson's name, phone number and call communication summary and transmits it to the corresponding person in charge.

5. The multi-terminal voice interconnection service method according to claim 1, characterized in that: In step S4, whether to authorize the project is determined by: The authorization page for the corresponding person in charge displays the salesperson's name and phone number. Click on the blank space to pop up a window showing the call summary. Determine whether to authorize based on the call summary. If the call is hung up, it means that the authorization is rejected. Conversely, if the call is answered, it means that the authorization is granted.

6. The multi-terminal voice interconnection service method according to claim 1, characterized in that: In step S4, whether to authorize the project is determined by: The authorization page of the corresponding person in charge displays the salesperson's name and phone number. Hanging up the phone means using the AI ​​intelligent body to participate in a group conference call to jointly serve customers. Answering the call means personally participating in the conference call, which means the call will be connected, and the incoming call will also display a summary of the ongoing meeting.

7. The multi-terminal voice interconnection service method according to claim 1, characterized in that: In step S5, the salesperson conducts further communication based on the authorization feedback in the following ways: Step C1: The system sends the authorization result to the salesperson based on the authorization result of the corresponding person in charge; Step C2: The salesperson receives the authorization result, and the salesperson's system interface displays the authorization result; Step C3: The salesperson adjusts the communication strategy based on the authorization result and conducts further communication.

8. A multi-terminal voice interconnection service system, using the multi-terminal voice interconnection service method according to any one of claims 1 to 7, characterized in that: It includes voice call establishment module, voice recording recognition module, trigger dialing module, authorization feedback module and data storage and processing module; The voice call establishment module is used to obtain the outgoing or connected number according to the call demand and establish the voice call connection; The voice recording recognition module is used to record the content of ongoing voice calls and convert the audio stream into text data in real time; The trigger dialing module is used to trigger a call to the corresponding person in charge based on the system's automatic recognition of specific keywords in the call content, or the salesperson manually clicks the authorization button to trigger the dialing; The authorization feedback module allows the person in charge to view the salesperson's information and call summary to decide whether to grant project authorization; The data storage and processing module is used to store call recordings, text records, call summaries, authorization status and other information, and perform data analysis.

9. The multi-terminal voice interconnection service system according to claim 8, characterized in that: The voice recording recognition module includes capturing the voice call content, converting it into an audio stream, transcribing it in real time using a voice recognition module, and collating text data to extract key information to form a summary.

10. The multi-terminal voice interconnection service system according to claim 8, characterized in that: The trigger dialing module is also used to bind click events to collect necessary information such as the salesperson's name, phone number and call communication summary, and transmit it to the corresponding person in charge.

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