A method and device for realizing telephone transfer according to language

Abstract

The invention discloses a method and device for realizing telephone transfer according to language. The method comprises steps: the call center server transfers the called party to the first seat phone, and records the conversation process within a period of time; adopts the first The first recording file is identified and judged by the language recognition method; the first recording file is recognized and judged by the second language recognition method; after the caller completes the call, the caller is prompted and receives the feedback information of the caller; the caller hangs up, The call center server records the calling number and the corresponding agent phone number. The beneficial effect of implementing the method and device of the present invention is that it can be automatically transferred to the service group of the same language according to the language used by the customer. At the same time, the double language identification method is adopted, which not only ensures the accuracy of the calling language identification, but also simplifies the common The step of language recognition saves system resources of the call center.

Description

technical field [0001] The invention relates to the field of computer telephony integration, more specifically, to a method and device for realizing telephone transfer according to language. Background technique [0002] In order to provide consultation services to passengers more conveniently and effectively handle passenger complaints, many companies are currently building corporate call centers to achieve this. [0003] In modern call centers, the application of computer telephony integration (CTI) technology greatly enhances the service functions of call centers. CTI technology uses telephone voice as the medium, and users can operate the computer in the call center through the buttons on the telephone. The way to access the call center can be the user’s telephone dial-up access, fax access, computer and modem (MODEM) dial-up connection, and Internet website (IP address) access, etc. After the user accesses the call center, he can receive the call center task Prompt to...

AI Technical Summary

Problems solved by technology

However, there are many special police receiving and handling centers, such as 110, which do not allow the use of IVR technology, but direct answering. If the language or dialect of the calling and called is different, it will cause the problem of inability to communicate.

[0005] However, in order to achieve a better speech recognition effect, the number of samples of a language in the speech recognition technology model library often needs to reach 10 5 As mentioned above, if you want to recognize a variety of different languages, the requirements for the speech recognition technology model library will be very high, and there will be many samples that have not been used for a long time, resulting in waste of resources after the update

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