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Voice information processing device

An information processing device and voice technology, applied in the field of intelligent interaction, can solve the problems of unable to monitor customer service and customer emotional state in the call center system in real time, achieve real-time emotion recognition and improve customer service experience

Pending Publication Date: 2019-07-02
SHANGHAI XIAOI ROBOT TECH CO LTD
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Problems solved by technology

[0003] In view of this, the embodiment of the present invention provides a voice information processing device, 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

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Embodiment Construction

[0041] 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.

[0042] figure 1 Shown is a schematic structural diagram of a speech information processing device provided by an embodiment of the present invention. Such as figure 1 As shown, the voice information processing device 60 includes: an audio feature extraction module 61 , a matching module 62 and an emotion determination module 63 .

[0043] The audio feature extraction module 61 is configured to extract an audio feature vector of a speech segment in t...

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Abstract

The embodiment of the invention provides a voice information processing device, and solves the problem that the emotional states of customer service staff and customers in a call center system cannotbe monitored in real time in the prior art. The voice information processing device comprises an audio feature extraction module configured to extract an audio feature vector of a voice segment in anaudio stream to be recognized; a matching module configured to match the audio feature vector of the voice segment with a plurality of emotional feature models; an emotion judgment module configured to take the emotion classification corresponding to the emotion feature model with the matched matching result as the emotion classification of the voice segment; and an emotion model establishing module configured to establish a plurality of emotion feature models by pre-learning respective audio feature vectors of a plurality of preset voice segments including emotion classification tags corresponding to the plurality of emotion classifications.

Description

technical field [0001] The invention relates to the field of intelligent interaction technology, in particular to a voice information processing device. 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 enterprise. On the other hand, due to the uncertainty of sampl...

Claims

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Application Information

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IPC IPC(8): G10L15/06G10L25/24G10L25/51G10L25/63H04M3/51
CPCG10L25/63G10L25/24G10L25/51G10L15/063H04M3/51G10L2015/0631
Inventor 余世经朱频频
Owner SHANGHAI XIAOI ROBOT TECH CO LTD
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