33 results about "Voice of the customer" patented technology

Chat categorization uses semi-supervised clustering to provide Voice of the Customer (VOC) analytics over unstructured data via an historical understanding of topic categories discussed to derive an automated methodology of topic categorization for new data; application of semi-supervised clustering (SSC) for VOC analytics; generation of seed data for SSC; and a voting algorithm for use in the absence of domain knowledge/manual tagged data. Customer service interactions are mined and quality of these interactions is measured by “Customer's Vote” which, in turn, is determined by the customer's experience during the interaction and the quality of customer issue resolution. Key features of the interaction that drive a positive experience and resolution are automatically learned via machine learning driven algorithms based on historical data. This, in turn, is used to coach/teach the system/service representative on future interactions.

The invention discloses a conversation voice monitoring method and system. The method comprises: collecting voice data of conversion of a server side and a client in real time; carrying out voice identification on the voice data of the service side and the client to obtain a server side identification text and a client identification text; and according to the conversation voice data of the server side and the corresponding identification text as well as the conversation voice data of the client and the corresponding identification text, carrying out real-time monitoring on the conversation voice of the server side. With the method and system, comprehensive and real-time monitoring of conversation voices of the customer service staff can be realized; and the service quality of the customer service staff is improved.

The invention discloses a method for automatically detecting customer service voices, which comprises the following steps of: generating a test script according to a preset test task; detecting a detected customer service center according to the test script; and processing a detection result. The invention also discloses a system for automatically detecting the customer service voices. By automatically detecting the voices of the customer service center, the method and the system of the invention obtain the current working condition of the customer service center for servicers to manage, thereby realizing automatization, batch and customization of the detecting process of the customer service center and reducing the error probability of the detection and the labor cost.

The invention discloses a three-dimension voice recognition method for smart canteen card readers, aiming to solve the technical problem of low settlement efficiency of existing canteen card readers. The technical scheme includes utilizing voice sensors A1, A2, A3 and O to receive voice of the same customer at different time, then calculating position coordinates of the customer according to difference of times of receiving the voice; judging whether the position of the customer is within a predefined effective range or not; submitting the voice information to a card reader server through a card reader main controller, calculating the total amount of consumption of the customer, feeding the total amount back to a card reader terminal and displaying the total amount on an LED display screen. Whether the customer is within the effective range or not is judged according to a three-dimension voice source; if the voice source is effective, then the voice of the customer is submitted to the card reader server, and effective required information is extracted through voice recognition software of the card reader server, and the required information and the corresponding total amount of consumption are fed back to the card reader terminal. By the three-dimension voice recognition method, positions of customers can be recognized accurately and settlement efficiency of the canteen card readers is improved.

The invention discloses a sound optimization system. The sound optimization system comprises a console, a processor and a server; the console is connected to the server; the processor is connected tothe console; the console is used for setting and adjusting sound optimization parameters; the processor is used for performing sound optimization processing according to the set and adjusted sound optimization parameters; and the server is used for storing a recording result, the sound optimization parameter and the corresponding sound optimization mode. In addition, the invention also discloses asound optimization method. By the adoption of the voice optimization method and system, a manual service agent can call the voice optimization mode to optimize the voice of a complaint client, the working pressure of the complaint client is effectively relieved, and the working experience is improved; when a voice robot transfers the manual service agent, the tone and the timbre of the manual service agent are consistent and coherent with the voice robot, a specific voice optimization mode can be selected and configured for the voice robot according to customer attributes, the tone and the timbre of the manual service agent are converted into a target optimization mode, and the customer experience is improved.

The invention relates to a consultation recommendation method and a management system thereof. The method comprises the steps that voice of a customer is acquired through a voice acquisition module when a commodity service is recommended to the customer; the volume, speed and tone of the voice are analyzed in real time according to the voice of the customer, and the real-time emotional state of the customer is determined according to volume information, speed information and tone information; the interest degree of the customer is analyzed according to the real-time emotional state of the customer; customer service staff make further recommendation according to the recommendation content which the customer is interested in. The system comprises an acquisition module, a voice analysis module and a emotion analysis module, wherein the acquisition module is used for acquiring the voice emitted by the customer when consulting the customer service staff; the voice analysis module is used for analyzing the volume, speed and tone of the voice of the customer, determining the changing range of the voice of the customer, and detecting whether the voice of the customer exceeds the designatedarea or not; and the emotion analysis module is used for determining the emotional change of the customer and understanding the recommendation content which the customer is interested in. The customer service staff can understand the emotional state of the customer in real time in providing the consulting service and indirectly improving the consumption desire of the customers.

The invention relates to the field of exhibition hall display, and particularly relates to a multimedia intelligent exhibition hall comprising a central processor, a camera, a sound receiver, a 3D projector, a cloud side system and a display screen. The 3D projector projects information, people and slides to be displayed in the 3D form. The crowd is attracted by the 3D projector in actual displayand then the sound receiver collects the sound of the customer and transmits the sound of the customer to the central processor by describing the required data to the sound receiver. The central processor analyzes the received sound and performs matching and comparison with the data in the cloud side system. The central processor calls the successfully matched data to be displayed through the display screen and the 3D projector. Meanwhile, the called data are reread through the sound equipment so that understanding can be facilitated for the crowd, a quite atmospheric way of exhibition can becreated and a great effect of publicity can be achieved.

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.

The invention relates to an intelligent customer voice insight system. The system comprises a text preprocessing engine, a pre-trained service label recognition model, an emotion recognition model andan entity part recognition model, wherein client voice data is cleaned through a text preprocessing engine, meaningless characters and words are filtered out, then word segmentation and ngram processing are carried out, and word segmentation character variables corresponding to single characters and words and equal-length character variables corresponding to sentences equal in length are obtained, and the word segmentation character variable and the equal-length character variable are respectively inputted into a pre-trained service label identification model, an emotion identification modeland an entity part identification model to obtain a service label, an emotion label, an entity part label and a problem label which correspond to the customer voice data and are identified and confirmed by the models. According to the method, accurate semantic analysis and sentiment analysis can be carried out on the voice of the customer by crawling all comment contents of related channels, so product improvement and service promotion are realized.

The invention relates to the technical field of consultation service, and discloses a consultation service method and a management system thereof.The method comprises the steps that when commodity service is recommended to a client, acquiring voice facial expression information and voice information of the client by an audio and video collection module of a consultation server; preliminarily judging the emotional state of the client according to the facial expression information of the client through facial expression data set detection; analyzing the volume, the speed and the tone of the sound in real time according to the sound information of the client, and further determining the real-time emotional state of the client according to the volume information, the speed information and thetone information; analyzing the degree of interest of the client in each recommended content according to the real-time emotional state of the client; and enabling service staff to accurately recommend according to the recommendation content interested by the client. According to the technical scheme provided by the invention, the service staff can know the emotional state of the client in real time and accurately recommend the commodity service interested by the client, and the order yield is improved.

The invention discloses a method for improving the voice infectivity of a customer service staff. The method for improving the voice infectivity of the customer service staff comprises the following steps of s01, scoring voice of the customer service staff according to feedback evaluation of a user, and selecting first 10% of the voice in scoring as standard voice; s02, extracting an eigenvalue ofthe standard voice and calculating an average value to obtain a standard eigenvalue range; s03, acquiring target voice and carrying out pre-emphasis and framing processing to acquire an eigenvalue which is the same as that of the standard voice; s04, judging whether the eigenvalue of the target voice is in the standard eigenvalue range or not, if so, directly taking the target voice as restored voice, and if not, performing weighting processing to enable the eigenvalue of the target voice to approach the standard eigenvalue range; and s05, restoring voice data according to a weighting processing result in the step s04 to obtain the voice, and outputting the voice. The method has the advantages that the infectivity of the target voice is improved and beautified, and the purpose of improving the voice infectivity of the customer service staff is achieved.

The invention discloses an information mining method, system and device, a storage medium. The information mining method comprises the steps: recognizing a customer based on a face recognition technology, and distributing first identity information to the customer; acquiring activity information of the client in a preset area; if the customer generates the consumption information, allocating a plurality of pieces of second identity information to the customer, and associating the first identity information and/or the second identity information of the customer with a to-be-consulted party of the customer; setting a search instruction according to a preset search classification condition; obtaining dialogue voice of the customer based on the activity information; classifying the second identity information and/or dialogue voice according to a preset classification condition, and mapping the classified second identity information and/or dialogue voice with a search instruction; and if the search instruction is identified, visually displaying the second identity information and/or dialogue voice mapped with the search instruction.

The invention provides a customer post-loan management method, system and device based on a voiceprint recognition technology and a medium, and the method comprises the steps: collecting a sound sample of a customer needing loan, and forming a voiceprint feature of the customer; and according to a set rule, carrying out telephone verification on the customer through the intelligent voice center, judging that a telephone answering person is the customer according to voiceprint characteristics, if so, carrying out corresponding operation, and if not, generating early warning data. A robot information checking, loan marketing and loan repayment reminding mode is formed, the working efficiency is greatly improved, and the working cost is reduced.

The invention discloses a customer service voice optimization method, belongs to the technical field of computers, and helps to improve customer service efficiency. The customer service voice optimization method disclosed by the embodiment of the invention comprises the following steps: in response to a received incoming voice of a user, acquiring a voice feature of the user; in response to the received customer service voice of the customer service staff for the incoming call voice, converting the customer service voice based on a preset tone library to obtain the customer service voice matched with the voice feature; and outputting customer service voice matched with the sound features to the user. According to the customer service voice optimization method disclosed by the embodiment of the invention, the customer service voice matched with the voice feature of the user is obtained and output to the user by performing automatic voice conversion on the customer service voice of the customer service staff, so that the auditory experience of the user is improved, and the customer service efficiency is improved.

The invention provides a voice conversion method and apparatus, a device and a storage medium. The method comprises the steps of determining a first low-dimensional vector corresponding to a target voice based on the target voice; separating the first low-dimensional vector to obtain a target identity voice vector; and determining a final conversion voice based on the sample identity voice vector and the target identity voice vector. According to the method, one-to-many voice conversion can be realized without adding an additional conversion model for the system, and meanwhile, a mode of obtaining the target voice by calculating the Mel-frequency cepstrum coefficient MFCC feature offset is adopted, so that a large amount of parallel corpora are not needed as training data, and the difficulty of collecting the training data is reduced; the method can be applied to the customer service platform, the one-to-many voice conversion technology is adopted to increase the types of convertible voices of the customer service system aiming at the problem that the voice conversion function of the customer service platform is single in voice, and the purpose of protecting the privacy of customers is achieved; the system is convenient and simple, has powerful functions, and can effectively and quickly realize voice conversion.