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Customer intention identification method and device and customer service system

A customer service system and customer technology, applied in the information field, can solve problems such as low recognition efficiency and high difficulty, achieve the effects of reducing recognition costs, improving efficiency and accuracy, and simplifying the training process

Active Publication Date: 2019-09-20
PING AN TECH (SHENZHEN) CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] In view of this, the embodiment of the present invention provides a customer intention recognition method, device and customer service system to solve the problem of low recognition efficiency when the customer intention is recognized by simultaneously collecting the voice information of both the agent and the customer in the prior art. , more difficult problems

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  • Customer intention identification method and device and customer service system
  • Customer intention identification method and device and customer service system
  • Customer intention identification method and device and customer service system

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Embodiment Construction

[0032] In the following description, specific details such as specific system structures and technologies are presented for illustration rather than limitation, so as to thoroughly understand the embodiments of the present invention. It will be apparent, however, to one skilled in the art that the invention may be practiced in other embodiments without these specific details. In other instances, detailed descriptions of well-known systems, devices, circuits, and methods are omitted so as not to obscure the description of the present invention with unnecessary detail.

[0033] The technical solutions of the present invention are illustrated below through specific examples.

[0034] refer to figure 1 , which shows a schematic flow chart of the steps of a method for identifying customer intentions according to an embodiment of the present invention, which may specifically include the following steps:

[0035] S101. The voice stream platform receives the voice relayed by the age...

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Abstract

The embodiment of the invention is applicable to the technical field of information. The invention provides a customer intention identification method and device and a customer service system. The method is applied to a customer service system and comprises the steps that a voice flow platform receives seat transfer voice transmitted through a voice transfer channel, the seat transfer voice is converted into text transfer information, and the customer intention contained in the text transfer information is recognized in the mode that text matching is conducted on the text transfer information in a preset intention model; the service system database obtains response information matched with the customer intention and sends the response information to the agent platform; and the agent platform displays the answered information in a display interface of the agent platform. According to the embodiment of the invention, only the keyword transferred by the seat is processed by configuring the voice transfer channel, and compared with a mode of simultaneously collecting two paths of voice streams of the seat and the client or only collecting the voice stream of the seat, the voice stream collection amount is further reduced, and the recognition cost is reduced.

Description

technical field [0001] The invention belongs to the field of information technology, and in particular relates to a method for identifying customer intentions, a device for identifying customer intentions, a customer service system and a server. Background technique [0002] The main content of customer service work is to accept customer consultation and help customers answer doubts. At present, customer service work is mainly realized by replying to customers' online consultation, telephone consultation and offline consultation. Among them, telephone consultation is the most common. Customers can dial the corresponding customer service hotline, describe the content of the question to be consulted to the customer service center agent (operator), and obtain the corresponding answer or processing method from the agent. [0003] In the telephone communication with the customer, the agent needs to listen to the customer's oral description, and then correspond to the descriptio...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51G10L15/06G10L15/18G10L15/22G10L15/26G06F17/27
CPCH04M3/5166G10L15/1822G10L15/063G10L15/22G10L15/26G10L2015/225G06F40/30
Inventor 陈小建马骏王少军
Owner PING AN TECH (SHENZHEN) CO LTD
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