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Voice information processing method

An information processing method and voice technology, applied in the field of intelligent interaction, can solve the problem of inability to monitor customer service and customer emotional state in the call center system in real time, and achieve the effect of improving service quality

Pending Publication Date: 2019-06-25
SHANGHAI XIAOI ROBOT TECH CO LTD
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  • Abstract
  • Description
  • Claims
  • Application Information

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Problems solved by technology

[0003] In view of this, the embodiment of the present invention provides a voice information processing method, computer equipment and computer-readable storage medium, which solves the problem that the existing technology cannot monitor the emotional state of customer service and customers in the call center system in real time

Method used

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Embodiment Construction

[0044] The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only some of the embodiments of the present invention, not all of them. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of the present invention.

[0045] figure 1 Shown is a schematic flowchart of a voice information processing method provided by an embodiment of the present invention. Such as figure 1 As shown, the voice information processing method includes:

[0046] Step 101: Extract an audio feature vector of a speech segment in the audio stream to be recognized, where the speech segment corresponds to a paragraph in the audio stream to be recognized.

[0047]The audio feature vector inc...

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Abstract

The embodiment of the invention provides a voice information processing method, a computer device and a computer readable storage medium. The problem that the mood states of customer services and customers in a call center system cannot be monitored in real time in the prior art is solved. The voice information processing method includes the steps of extracting audio feature vectors of a voice segment in a to-be-recognized audio stream, wherein the voice segment corresponds to a passage in the to-be-recognized audio stream; matching the audio feature vectors of the voice segment with a plurality of mood feature models, wherein the mood feature models correspond to mood classifications respectively; using the mood classification corresponding to the matched mood feature model as the mood classification of the voice segment.

Description

technical field [0001] The invention relates to the field of intelligent interaction technology, in particular to a voice information processing method, computer equipment and a computer-readable storage medium. Background technique [0002] The call center system refers to an operating system that uses modern communication and computer technology to automatically and flexibly handle a large number of different incoming / outgoing calls to realize service operations. With the development of the economy, the business volume of customer service interaction in the call center system is also increasing. Timely and effective tracking and monitoring of the emotional state of customer service and customers during customer service calls is of great significance for enterprises to improve their service quality. At present, most enterprises mainly rely on hiring special quality inspectors to sample and monitor call recordings. On the one hand, this will bring additional costs to the ent...

Claims

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Application Information

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IPC IPC(8): G10L25/63G10L25/51G10L25/24H04M3/51
Inventor 余世经朱频频
Owner SHANGHAI XIAOI ROBOT TECH CO LTD
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