Customer service switching method and device

Abstract

The invention provides a customer service switching method and device, and the method comprises the steps: connecting an intelligent customer service for a customer when the customer accesses a customer service system, and converting the collected call voice of the customer into a voice signal; performing emotion recognition on the voice signal by applying a preset emotion recognition method, andmarking a corresponding emotion label for the voice signal; determining the emotion level, the early warning level and the early warning frequency of the customer according to the emotion label and the voice portrait of the customer; judging whether the customer meets a preset customer service switching condition or not according to the emotion level, the early warning level and the early warningfrequency; and if yes, switching the customer to the manual customer service, generating early warning information, and updating the early warning information and the emotion label corresponding to the call voice of the customer to the sound portrait. By applying the method and the device, when the emotion of the client is abnormal, the client is switched to the manual customer service in time, sothat the manual customer service can pacify the client, and therefore, high-quality service can be provided for the client.

Description

technical field [0001] The present invention relates to the technical field of artificial intelligence, in particular to a customer service switching method and device. Background technique [0002] At present, the customer service system is applied to enterprises in many fields and industries, such as municipal, public security, postal services, telecommunications, banking, insurance and IT industries, which can effectively improve the service level and operational efficiency of enterprises. The customer service system is a work platform that supports instant communication between customers and human customer service online. With the development of artificial intelligence technology, the customer service system introduces smart customer service. The smart customer service can effectively guide customers to handle simple business and can replace human customer service. Carry out some simple and repetitive work, effectively reduce the workload of manual customer service, and ...

AI Technical Summary

Problems solved by technology

[0003] The existing intelligent customer service usually converts the customer's voice into text, and provides customers with services such as business handling and business inquiry based on the text content. The current intelligent customer cannot perceive the customer's emotional changes in the process of providing services to customers. When the customer's emotions are abnormal, it is impossible to switch to the manual customer service in time, so that the manual customer service can appease the customer's emotions in a timely manner; thus, the customer's experience of the customer service system is extremely poor, and the customer satisfaction is reduced

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