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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

Active Publication Date: 2020-05-19
BANK OF CHINA
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  • Application Information

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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

Method used

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Embodiment approach

[0075]The first implementation method is: divide the emotion label into negative emotion label and positive emotion label, then when the emotion label at the current moment is negative emotion label but the emotion label at the previous moment is positive emotion label, explain the emotion of the target user relative to the previous Start to change from positive emotions to negative emotions. This change can be judged as the target user’s emotions are showing a deteriorating trend, and then it is determined that the emotional change relationship between the emotional label at the current moment and the emotional label at the previous moment satisfies the preset emotional change relationship. Transfer time from robot agent to human agent.

[0076] The second implementation method is: divide all emotional labels into different levels according to the degree of negativity, assuming that the higher the level of the emotional label, the greater the degree of negativity, then if the ...

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Abstract

The invention provides a voice processing method and device. The method comprises the steps: analyzing voice data after the voice data are obtained when a robot customer service carries out voice communication with a target user at a current moment so as to obtain emotion feature data corresponding to the voice data; inputting emotion features into a pre-trained voice emotion model; acquiring an emotion label corresponding to the emotion features and being output by the voice emotion model according to an emotion change relationship between the emotion label at the current moment and the emotion label at the previous moment and the emotion label at the current moment; and selecting proper switching time and ranking in a switching queue automatically. Therefore, the voice communication of the target user can be automatically added into the proper rank of the transfer queue at the proper transfer time; conversion from robot customer service to manual customer service is more timely, theproblem that a customer service call center system is low in intelligent degree is solved, and the technical effect of improving the matching success degree of a 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...

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Application Information

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IPC IPC(8): G10L15/22G10L25/63H04M3/51H04M3/523
CPCG10L15/22G10L25/63H04M3/5183H04M3/523G10L2015/225
Inventor 朱志宇
Owner BANK OF CHINA
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