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Customer emotion detection method and device in telephone customer service and electronic device

A customer and emotion technology, applied in the field of data processing, can solve problems such as the inability to accurately identify the type of customer emotion, and achieve the effect of improving user experience, improving service quality, and accurate test results

Inactive Publication Date: 2019-05-21
MOBVOI INFORMATION TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0006] For this reason, the embodiment of the present invention provides a method, device and electronic equipment for detecting customer emotion in telephone customer service, so as to solve the problem that the existing technology cannot accurately identify the type of customer emotion

Method used

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  • Customer emotion detection method and device in telephone customer service and electronic device
  • Customer emotion detection method and device in telephone customer service and electronic device
  • Customer emotion detection method and device in telephone customer service and electronic device

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Embodiment Construction

[0043] The implementation mode of the present invention is illustrated by specific specific examples below, and those who are familiar with this technology can easily understand other advantages and effects of the present invention from the contents disclosed in this description. Obviously, the described embodiments are a part of the present invention. , but not all examples. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts belong to the protection scope of the present invention.

[0044] Embodiment 1 of the present invention provides a method for detecting customer emotions in telephone customer service, specifically as figure 1 As shown, this method is applied to the application scenario of voice communication between the customer and the telephone customer service. In order to accurately identify the emotional type of the customer at this time, it is necessary to realize...

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Abstract

The embodiment of the invention relates to the technical field of data processing, and particularly discloses a customer emotion detection method and device in telephone customer service and an electronic device. The method is applied to an application scene where a client performs voice communication with a telephone customer service, and comprises the following steps: acquiring voice informationof the client; extracting an audio feature vector in the voice information, and extracting a text feature vector corresponding to the voice information; and according to the audio feature vector andthe text feature vector, detecting the emotion of the client, and determining the emotion type of the client. Compared with a traditional emotion detection method, the emotion of the client is predicted in a multi-mode processing mode of combining the audio feature vector and the text feature vector, different mode information has complementary characteristics, and therefore the detection result of the emotion type of the client can be more accurate.

Description

technical field [0001] The embodiments of the present invention relate to the technical field of data processing, and in particular to a method, device and electronic equipment for detecting customer emotions in telephone customer service. Background technique [0002] With the rapid development of artificial intelligence technology, it has become a trend to use telephone customer service electronic equipment to replace manual customer service, and this trend is also rapidly extending to various industries. [0003] Although, telephone customer service can solve many questions of customers, greatly save labor services and reduce labor costs. However, there are still many problems that cannot be solved by telephone customer service. At this time, the existence of manual customer service is needed. [0004] Especially when customers call the service desk, if they have emotions, such as questioning emotions, excited emotions, or negative emotions such as emotions that make peo...

Claims

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Application Information

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IPC IPC(8): G06K9/62G06Q30/00
Inventor 高雅濛郭理勇
Owner MOBVOI INFORMATION TECH CO LTD
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