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Voice processing method and device

A voice processing and voice technology, applied in the field of data processing, can solve the problem of low intelligence of the customer service call center system, and achieve the effect of improving the matching success.

Active Publication Date: 2020-04-24
BANK OF CHINA
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  • Description
  • Claims
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Problems solved by technology

[0003] In view of this, the embodiment of the present invention provides a voice processing method and device, in order to solve the problem of low intelligence of the customer service call center system

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Embodiment Construction

[0057] 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, not all, embodiments of the present invention. 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.

[0058] In this application, the term "comprises", "comprises" or any other variation thereof is intended to cover a non-exclusive inclusion such that a process, method, article, or apparatus comprising a set of elements includes not only those elements, but also includes none. other elements specifically listed, or also include elements inherent in such a process, method, article, or apparatus. Without further limitations, an element defined by the phrase "com...

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Abstract

The invention provides a voice processing method and device. The method comprises the steps of: analyzing voice data after that the voice data is generated when a robot customer service carries out voice communication with a target user at a current moment is acquired, and acquiring emotion feature data corresponding to the voice data; according to the emotional characteristic data, acquiring an emotional label corresponding to the emotional characteristic data; wherein the emotion label is used for reflecting the emotion condition of the target user at the current moment; and determining a response operation corresponding to the emotion label, and communicating with the target user by adopting the response operation corresponding to the emotion label. In this way, the robot customer service is in voice communication with the target user; the emotion condition of the target user at the current moment is recognized, the proper response operation is automatically selected, the matched communication mode is automatically selected according to the emotion condition of the target user, the problem that the customer service call center system is low in intelligent degree is solved, and the technical effect of improving the matching success degree of the communication mode is achieved.

Description

technical field [0001] The invention relates to the technical field of data processing, in particular to a voice processing method and device. Background technique [0002] At present, the customer service call center system can communicate with users through robot customer service or human customer service. The robot customer service can search for answers corresponding to the keywords in the question-and-answer database according to the keywords in the user's voice data. Key words in the speech data, combined with their own learned knowledge to answer. When the user communicates with the robot customer service, if the answer provided by the robot customer service cannot solve the user's question, after the user voluntarily ends the communication, enter the customer service center system again, and then manually select the human customer service in the customer service call center system, such as according to the customer service The operation of the call center system pro...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G10L25/63H04M3/51H04M3/527
CPCG10L25/63H04M3/5175H04M3/527
Inventor 朱志宇
Owner BANK OF CHINA
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