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Intelligent voice

A technology of intelligent speech and automatic speech, applied in speech analysis, speech recognition, special data processing applications, etc., to achieve the effect of reducing work intensity, high quality and service, and reducing burden

Inactive Publication Date: 2014-05-14
殷程
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] Call center is a voice-intensive industry. It is an ideal choice to apply voice recognition technology to the field of call center, such as the retrieval and classification of recorded data. For real-time communication applications such as system voice and human dialogue, domestic call The central field is still vacant

Method used

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Embodiment Construction

[0015] The specific implementation manners of the present invention will be described in detail below with reference to the accompanying drawings.

[0016] Such as figure 1 As shown, the general process of the business relationship of the intelligent voice is as follows:

[0017] After the intelligent voice script 101 is entered into the intelligent voice server 102, the call center platform 103 invokes the intelligent voice 106 of the intelligent voice server 102 to talk to the customer 108, during which it can be switched to the operator 104 talking to the customer 108 as needed, or can be switched back again, that is Switch back and forth between "computer->people" 107 and "artificial->people" 105 modes.

[0018] Such as figure 2 As shown, the business process of the intelligent voice, its specific information transfer process is as follows:

[0019] The intelligent voice server 204 must have a voice script to provide the intelligent voice function for the call center p...

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Abstract

The invention provides a technology capable of supporting a call center to use automatic voice to perform real-time conversation with a client, which is simplified as intelligent voice. The intelligent voice is butt-joint with the call center. When an outbound call of the call center makes conversation with the client, the call center can schedule the intelligent voice to make conversation and exchange with the client for the whole process. Besides, exchange with the client can firstly be realized by a telephone operator and then by the intelligent voice through conversion. Under the support of intelligent voice scripts, the intelligent voice can respond various outbound call businesses of the call center so that powerful automatic voice support is provided for employment of businesses like questionnaire investigation and client review of the call center. An artificial intelligence technology, a communication technology, a computer technology and an Internet technology are utilized, a part of outbound call work of the call center can be independently completed by computers without direct participation of sitting personnel so that intellectualization of the businesses of the call center is realized.

Description

technical field [0001] The invention relates to the field of call center technology, in particular to the call center technology of speech recognition. Background technique [0002] In recent years, my country's call center industry has developed rapidly. Whether it is agent outsourcing or agent platform rental, customer service answering business or outbound marketing business, it involves financial insurance, medical care, training and education, e-commerce, housekeeping services, travel ticketing, government services, etc. Hotline etc. [0003] In the face of a large number of call center business needs, enterprises need to invest a lot of manpower and material resources, and in today's skyrocketing commodity prices, the cost of office space, seat equipment and personnel is extremely high, which limits the rapid development of call center scale. [0004] At the same time, especially in recent years, speech recognition technology has made remarkable progress, and it has be...

Claims

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Application Information

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IPC IPC(8): H04M3/51G06F17/24G10L15/30
Inventor 殷程
Owner 殷程
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