Voice Customer Service Assistance System

Abstract

A voice-based customer service assistance system includes a processing unit electrically connected to a communication unit and a storage unit. The storage unit stores a phone number corresponding to a client device and multiple questions from a questionnaire. The processing unit includes a text-to-speech module and provides a customer service assistance interface displaying the questions to the client device. When the processing unit receives a dialing instruction from the client device, it dials the phone number to the client device. When the processing unit determines that the client device has selected at least one of the questions from the customer service assistance interface, it instructs the text-to-speech module to convert the question into a corresponding voice message and transmits the voice message to the client device.

Claims

1. A voice-based customer service assistance system, capable of communicating with a client-side device and a customer-side device, comprising: a communication unit capable of establishing a communication channel with the client-side device and the customer-side device; a storage unit storing a telephone number corresponding to the customer-side device and multiple questions from a questionnaire; and a processing unit electrically connected to the communication unit and the storage unit for communicating with the client-side device and the customer-side device via the communication unit, and including a text-to-speech module; wherein, When the processing unit receives a phone call information from the client device containing the phone number, the processing unit retrieves the question and answer content of the questionnaire from the storage unit based on the phone number, and provides a customer service assistance interface to the client device, causing the client device to display the customer service assistance interface, which displays the phone number and the question and answer content; when the processing unit receives a dialing instruction from the client device corresponding to the phone number, the processing unit dials the phone number to the client device, and if the client device answers the call, the processing unit enables the client device and the client device to communicate through the communication unit; when the processing unit determines that the client device selects at least one of the question and answer content in the customer service assistance interface, the processing unit executes the text-to-speech module, causing the text-to-speech module to convert the question and answer content into a corresponding voice message, and transmits the voice message to the client device through the communication unit.

2. The voice customer service assistance system as described in claim 1, wherein, When the processing unit determines that the client device has selected at least one of the question contents of the client assistance interface, the processing unit causes the client assistance interface to display the question contents selected by the client device, and the processing unit executes the text-to-speech module only when it receives a voice output command from the client device.

3. The voice customer service assistance system as described in claim 1, wherein, The storage unit also stores multiple call result options, and the customer service support interface also displays these call result options. When the processing unit determines that the customer service device selects at least one of the call result options in the customer service support interface, the processing unit causes the customer service support interface to display a selection mark corresponding to the selected call result option.

4. The voice customer service assistance system as described in claim 3, wherein, The selected telephone interview result option contains the telephone interview information, and when the processing unit receives an end command related to the telephone interview information from the client device, the processing unit stores the voice message, the reply voice message returned by the client device corresponding to the voice message, the question content selected by the client device, and the selected telephone interview result option in the storage unit.

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