Method and device for realizing automatic classification of incoming call reasons

Abstract

The invention discloses a method and device for achieving automatic classification of calling reasons. The method comprises the steps of obtaining speech flow of clients and a telephone operator, carrying out speech recognition on the speech flow of the clients and the telephone operator to obtain conversation texts, extracting corresponding semantic tag information of the conversation texts, carrying out search in a calling reason index database with the semantic tag information as index to obtain multiple estimated results most proximate to the conversation texts, ranking the estimated results on the basis of a classification model, and confirming calling reason results according to the ranking result. By the adoption of the method and device, memory load and retrieval load of the telephone operator can be relieved, and the accuracy and comprehensiveness of recording of the calling reasons can be improved.

Description

technical field [0001] The invention relates to the technical field of artificial intelligence, in particular to a method and device for realizing automatic classification of incoming call reasons. Background technique [0002] With the continuous development of call center business, the total amount of customer service is increasing, and customers have higher and higher requirements for service quality. In order to improve its own service quality, the call center requires the agents to record the reason for each call, so as to accurately locate the customer's needs, facilitate subsequent business analysis, optimize the business process, and find defects in the company's products and marketing plans. [0003] At present, the record of the reason for the call is mainly through the agent to classify and click on the cause of the call according to the business point of the customer's related company. Specifically, after a call is over, the agent system of the call center will ...

AI Technical Summary

Problems solved by technology

Click errors and incomplete clicks lead to large deviations in data records of reasons for customer calls, and deviations in basic data will directly lead to distortion of operational analysis results

In addition, every call must be clicked layer by layer to select the reason for the call, which affects the work efficiency of the agent, reduces the number of calls answered per unit time, and increases the operating cost of the call center

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