Intelligent work order generation and dynamic customer portrait construction method based on call content

Abstract

This invention relates to a method for intelligent work order generation and dynamic customer profile construction based on call content. The method includes: acquiring call audio signals from the client and customer sides; using voice activity detection to perform binary discrimination between human and non-human voice segments, and performing noise reduction processing on the non-human voice segment based on the discrimination results; simultaneously analyzing the frequency fluctuations of voice intonation, correcting intonation distortion, and obtaining a net call audio stream; performing text conversion based on the net call audio stream to obtain a call text dataset; identifying semantic components and simultaneously using a text classification model to obtain customer priority requests; automatically filling work order fields based on the mapping results to obtain intelligent work orders; quantifying the business weight of tags based on customer tags to obtain business-weighted tags; and generating a dynamic customer profile by iteratively updating the dynamic customer profile and merging new tags with historical customer profile tags; thus realizing intelligent work order generation and dynamic customer profile construction based on call content.

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