CN114885061A

CN114885061A - Method, system, storage medium and computer equipment for displaying self-service menu content

Info

Publication number: CN114885061A
Application number: CN202110164419.0A
Authority: CN
Inventors: 黄立军
Original assignee: Qiku Software Shenzhen Co Ltd
Current assignee: Qiku Software Shenzhen Co Ltd
Priority date: 2021-02-05
Filing date: 2021-02-05
Publication date: 2022-08-09

Abstract

The invention provides a method for displaying self-service menu content, which comprises the following steps: after the communication with the customer service system is connected, recording the self-service menu content played by the customer service system; performing voice recognition on the recorded self-service menu content and converting the self-service menu content into corresponding self-service menu characters; and displaying the self-service menu text in a call interface. The invention also provides a system, a storage medium and computer equipment for displaying the self-service menu content. Therefore, when the user dials the telephone of the customer service system, the self-service menu text can be directly displayed on the call interface in real time, so that the user can conveniently and quickly check and select the required service content.

Description

Method, system, storage medium and computer equipment for displaying self-service menu content

Technical Field

The present invention relates to the field of communications technologies, and in particular, to a method, a system, a storage medium, and a computer device for displaying self-service menu content.

Background

With the popularization and the era development of communication terminals such as mobile phones, a plurality of enterprises, public institutions, administrative institutions and other mechanisms are provided with related customer service systems, the customer service systems are provided with intelligent self-service menus, when a user dials the telephone of the related customer service system, the system can automatically play the content of the self-service menu, and the user needs to click corresponding numbers according to the voice prompt of the self-service menu to select related services. However, the content of the self-service menu of many customer service systems is too much, for example, the number 1 to the number 9 correspond to different service items, and it is often difficult for the user to remember all the broadcast contents at once, and once which number is not clearly heard, the user must hear again, so that the user cannot quickly select the service, which is very inconvenient.

In view of the above, the prior art is obviously inconvenient and disadvantageous in practical use, and needs to be improved.

Disclosure of Invention

In view of the foregoing defects, an object of the present invention is to provide a method, a system, a storage medium and a computer device for displaying self-service menu content, which can display self-service menu text of a customer service system in real time, thereby facilitating a user to quickly view and select a desired service content.

In order to achieve the above object, the present invention provides a method for displaying self-service menu content, comprising:

after the communication with the customer service system is connected, recording the self-service menu content played by the customer service system;

performing voice recognition on the recorded self-service menu content and converting the self-service menu content into corresponding self-service menu characters;

and displaying the self-service menu text in a call interface.

According to the method of the invention, after the call with the customer service system is connected, the method comprises the following steps before the self-service menu content played by the customer service system is recorded:

after the communication with the opposite communication terminal is connected, judging whether a waiting tone exists or not;

and if the waiting tone does not exist, the opposite communication terminal is determined as a customer service system.

According to the method of the present invention, after the call with the customer service system is connected, before recording the self-service menu content played by the customer service system, the method includes:

after dialing a telephone number of a communication opposite terminal, judging whether the telephone number is a preset customer service system number or not;

and if the telephone number is the number of the customer service system, the opposite communication terminal is determined to be the customer service system.

According to the method of the present invention, the determining whether the phone number is a predetermined customer service system number comprises:

and inquiring a local database or a server, and judging whether the telephone number is the customer service system number prestored in the local database or the server.

According to the method of the present invention, recording the self-service menu content played by the customer service system after the call with the customer service system is connected includes:

after the call with the customer service system is put through, recording the call content;

identifying the self-service menu content and the personal conversation content in the conversation content;

screening out the own call content in the call content, and reserving the self-service menu content.

According to the method, the step of identifying the self-service menu content and the personal conversation content in the conversation content comprises the following steps:

and identifying the self-service menu content and the personal conversation content in the conversation content according to a voiceprint identification technology.

According to the method of the present invention, the voice recognition of the recorded self-service menu content and the conversion into corresponding self-service menu text comprises:

and performing voice recognition on the recorded self-service menu content in real time or at preset time intervals, and converting the recognized self-service menu content into corresponding self-service menu characters.

According to the method of the present invention, the displaying the self-service menu text on the call interface comprises:

judging whether the self-service menu text comprises preset keywords and/or key sentences or not;

and if the self-service menu text comprises the keyword and/or the key sentence, displaying the self-service menu text content corresponding to the keyword and/or the key sentence in rows.

The method of the invention further comprises the following steps:

generating and displaying a self-service menu display and hidden mark in the call interface;

after the self-service menu text is displayed in a call interface, the method comprises the following steps:

hiding the self-service menu characters in the call interface when the self-service menu display and hiding mark receives a first touch instruction;

and when the self-service menu display and hiding mark receives a second touch instruction, displaying the self-service menu characters in the call interface.

According to the method, the self-service menu text corresponds to at least one service item, a next self-service menu and/or a previous self-service menu;

the method further comprises the following steps:

after receiving a selection instruction of the service item, indicating the customer service system to execute the service corresponding to the service item; and/or

After receiving a selection instruction of the next-level self-service menu, instructing the customer service system to play the content of the next-level self-service menu; and/or

And after receiving a selection instruction of the previous self-service menu, instructing the customer service system to play the content of the previous self-service menu.

According to the method of the invention, the self-service menu text comprises at least one text segment, and each text segment is associated with one service item, the next level self-service menu and/or the previous level self-service menu;

after receiving the selection instruction of the service item, instructing the customer service system to execute the service corresponding to the service item specifically includes:

when the text segment receives a third touch instruction, instructing the customer service system to execute a service corresponding to the service item associated with the text segment; and/or

After receiving the selection instruction of the next-level self-service menu, instructing the customer service system to play the content of the next-level self-service menu specifically includes:

when the text segment receives a fourth touch instruction, instructing the customer service system to play the content of the next-level self-service menu related to the text segment; and/or

After receiving the selection instruction of the previous self-service menu, instructing the customer service system to play the content of the previous self-service menu specifically includes:

and when the text segment receives a fifth touch instruction, instructing the customer service system to play the content of the upper level self-service menu related to the text segment.

The method of the invention further comprises the following steps:

displaying a keyboard in the call interface, wherein each key in the keyboard is associated with one service item, the next level self-service menu and/or the previous level self-service menu;

after receiving the selection instruction of the service item, instructing the customer service system to execute the service corresponding to the service item includes:

when the key receives a sixth touch instruction, the customer service system is instructed to execute the service corresponding to the service item associated with the key; and/or

After receiving the selection instruction of the next-level self-service menu, instructing the customer service system to play the content of the next-level self-service menu comprises:

when the key receives a seventh touch instruction, the customer service system is instructed to play the content of the next-level self-service menu related to the key; and/or

After receiving the selection instruction of the previous self-service menu, instructing the customer service system to play the content of the previous self-service menu comprises:

and when the key receives an eighth touch instruction, instructing the customer service system to play the content of the upper level self-service menu associated with the key.

According to the method of the present invention, after instructing the customer service system to play the content of the next level self-service menu, the method includes:

recording the played content of the next level self-service menu;

performing voice recognition on the recorded content of the next-level self-service menu and converting the content into corresponding self-service menu characters;

and displaying the self-service menu text corresponding to the content of the next-level self-service menu in the call interface.

According to the method, after the self-service menu text is displayed in the call interface, the method comprises the following steps:

storing the self-service menu characters;

after instructing the customer service system to play the content of the previous level self-service menu, the method comprises the following steps:

and directly displaying the self-service menu text corresponding to the stored content of the upper-level self-service menu in the call interface.

The invention also provides a system for displaying self-service menu content, comprising:

the recording module is used for recording the self-service menu content played by the customer service system after the call with the customer service system is connected;

the voice recognition module is used for carrying out voice recognition on the recorded self-service menu content and converting the self-service menu content into corresponding self-service menu characters;

and the display module is used for displaying the self-service menu characters in a call interface.

The system according to the invention further comprises:

the first opposite terminal judging module is used for judging whether a waiting tone exists or not after the communication with the opposite communication terminal is connected; if the waiting tone does not exist, the opposite communication terminal is determined as a customer service system, and the recording module is informed to record.

The system according to the invention further comprises:

the second opposite terminal judging module is used for judging whether the telephone number is a preset customer service system number or not after dialing the telephone number of the opposite communication terminal; if the telephone number is the number of the customer service system, the opposite communication terminal is determined to be the customer service system, and the recording module is informed to record.

According to the system, the second opposite-end judging module is used for inquiring a local database or a server and judging whether the telephone number is the customer service system number prestored in the local database or the server.

According to the system of the present invention, the recording module comprises:

the first recording submodule records the call content after the call with the customer service system is connected;

the recognition submodule is used for recognizing the self-service menu content and the personal conversation content in the conversation content;

and the screening submodule is used for screening the personal call content in the call content and reserving the self-service menu content.

According to the system, the identification submodule is used for identifying the self-service menu content and the personal conversation content in the conversation content according to a voiceprint identification technology.

According to the system, the voice recognition module is used for carrying out voice recognition on the recorded self-service menu content in real time or at preset time intervals, and converting the recognized self-service menu content into corresponding self-service menu characters.

According to the system of the present invention, the display module comprises:

the judgment submodule is used for judging whether the self-service menu words comprise preset keywords and/or key sentences;

and the first display sub-module is used for displaying the self-service menu text content corresponding to the keyword and/or the key sentence in rows if the self-service menu text contains the keyword and/or the key sentence.

The system according to the invention further comprises a token processing module comprising:

the mark generation submodule is used for generating and displaying a self-service menu display and hidden mark in the call interface;

the hidden mark submodule is used for hiding the self-service menu characters in the call interface when the self-service menu display and hidden mark receives a first touch instruction;

and the display mark submodule is used for displaying the self-service menu characters in the call interface when the self-service menu display and hidden mark receives a second touch instruction.

According to the system, the self-service menu text corresponds to at least one service item, a next self-service menu and/or a previous self-service menu;

the system further comprises:

the service processing module is used for indicating the customer service system to execute the service corresponding to the service item after receiving the selection instruction of the service item; and/or

The next-level menu processing module is used for indicating the customer service system to play the content of the next-level self-service menu after receiving a selection instruction of the next-level self-service menu; and/or

And the upper-level menu processing module is used for indicating the customer service system to play the content of the upper-level self-service menu after receiving the selection instruction of the upper-level self-service menu.

According to the system, the self-service menu text comprises at least one text segment, and each text segment is associated with one service item, the next-level self-service menu and/or the previous-level self-service menu;

the service processing module is used for indicating the customer service system to execute the service corresponding to the service item associated with the text segment when the text segment receives a third touch instruction; and/or

The next-level menu processing module is used for indicating the customer service system to play the content of the next-level self-service menu related to the text segment when the text segment receives a fourth touch instruction; and/or

And the upper-level menu processing module is used for indicating the customer service system to play the content of the upper-level self-service menu related to the text segment when the text segment receives a fifth touch instruction.

According to the system, the display module is used for displaying a keyboard in the call interface, and each key in the keyboard is associated with one service item, the next level self-service menu and/or the previous level self-service menu;

the service processing module is used for indicating the customer service system to execute the service corresponding to the service item associated with the key when the key receives a sixth touch instruction; and/or

The next-level menu processing module is used for indicating the customer service system to play the content of the next-level self-service menu related to the key when the key receives a seventh touch instruction; and/or

And the upper-level menu processing module is used for indicating the customer service system to play the content of the upper-level self-service menu related to the key when the key receives an eighth touch instruction.

According to the system of the present invention, the next-level menu processing module includes:

the first indication submodule is used for indicating the customer service system to play the content of the next-level self-service menu after receiving a selection instruction of the next-level self-service menu;

the second recording submodule is used for recording the played content of the next level self-service menu;

the voice recognition submodule is used for carrying out voice recognition on the recorded content of the next-level self-service menu and converting the recorded content into corresponding self-service menu characters;

and the second display submodule is used for displaying the self-service menu text corresponding to the content of the next-level self-service menu in the call interface.

The system according to the invention further comprises:

the storage module is used for storing the self-service menu characters after the self-service menu characters are displayed in a call interface;

the upper menu processing module comprises:

the second indication submodule is used for indicating the customer service system to play the content of the previous self-service menu after receiving the selection instruction of the previous self-service menu;

and the third display submodule is used for directly displaying the self-service menu text corresponding to the stored content of the upper-level self-service menu in the call interface.

The present invention also provides a storage medium storing a computer program for executing any one of the methods of displaying self-service menu content.

The invention also provides computer equipment comprising a memory, a processor and a computer program stored on the memory and capable of running on the processor, wherein the processor realizes any one of the methods for displaying self-service menu content when executing the computer program.

When a user dials a call of the customer service system, the self-service menu content played by the customer service system is automatically recorded, the recorded content is subjected to voice recognition and converted into corresponding self-service menu characters, and the converted self-service menu characters are displayed in a call interface. Therefore, when a user dials a telephone of a customer service system, the self-service menu text can be directly displayed on the call interface in real time, so that the user can conveniently and quickly check and select the required service content, the user does not need to listen to the telephone and select dialing at the same time, and the dialing query efficiency and the user experience are improved.

Drawings

FIG. 1 is a schematic diagram of a system for displaying content of a self-service menu according to an embodiment of the present invention;

FIG. 2 is a schematic diagram of another system for displaying content of a self-service menu provided by an embodiment of the invention;

FIG. 3 is a schematic diagram of a call interface provided by an embodiment of the invention;

FIG. 4 is a flow chart of a method for displaying content of a self-service menu according to an embodiment of the present invention;

FIG. 5 is a flow chart of another method for displaying content of a self-service menu provided by an embodiment of the invention;

FIG. 6 is a flow chart of yet another method for displaying content of a self-service menu provided by an embodiment of the invention;

fig. 7 is a schematic diagram of the structure of the computer device of the present invention.

Detailed Description

In order to make the objects, technical solutions and advantages of the present invention more apparent, the present invention is described in further detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.

It should be noted that references in the specification to "one embodiment," "an example embodiment," etc., indicate that the embodiment described may include a particular feature, structure, or characteristic, but every embodiment may not necessarily include the particular feature, structure, or characteristic. Moreover, such phrases are not necessarily referring to the same embodiment. Further, when a particular feature, structure, or characteristic is described in connection with an embodiment, it is submitted that it is within the knowledge of one skilled in the art to effect such feature, structure, or characteristic in connection with other embodiments whether or not explicitly described.

Moreover, where certain terms are used throughout the description and following claims to refer to particular components or features, those skilled in the art will understand that manufacturers may refer to a component or feature by different names or terms. This specification and the claims that follow do not intend to distinguish between components or features that differ in name but not function. In the following description and in the claims, the terms "include" and "comprise" are used in an open-ended fashion, and thus should be interpreted to mean "include, but not limited to. In addition, the term "connected" as used herein includes any direct and indirect electrical connection. Indirect electrical connection means include connection by other means.

Fig. 1 shows a structure of a system for displaying self-help menu content according to an embodiment of the present invention, where the system 100 for displaying self-help menu content may be applied to a communication terminal such as a mobile phone and a tablet computer, and at least includes a recording module 10, a voice recognition module 20, and a display module 30, where:

the recording module 10 is configured to record the content of the self-service menu played by the customer service system after the call with the customer service system is connected. The user can dial the telephone of the customer service system through the communication terminal, the customer service system can automatically play the self-service menu content after the call is connected, and the communication terminal can record the self-service menu content played currently in real time by using the recording module 10 carried by the communication terminal.

And the voice recognition module 20 is configured to perform voice recognition on the recorded self-service menu content and convert the self-service menu content into corresponding self-service menu characters. Optionally, the voice recognition module 20 is configured to perform voice recognition on the recorded self-service menu content in real time or at predetermined time intervals (i.e., at regular time intervals), and convert the recognized self-service menu content into corresponding self-service menu text. After the call recording is started in the call process, the background performs voice Recognition on the self-service menu content after the recording in real time or at regular time through an ASR (Automatic Speech Recognition) technology and converts the self-service menu content into corresponding self-service menu characters. Optionally, performing voice recognition on the recorded self-service menu content in real time; or performing voice recognition on the recorded self-service menu content at regular time, for example, performing the first-second recording, and automatically performing character recognition on the first-second recording by the background; when the second is recorded, the background automatically identifies the characters of the recorded content in the first 2 seconds; when the third second is recorded, the background automatically identifies the characters of the recorded content in the previous 3 seconds, and so on until the sentence is spoken, and the next sentence restarts the first second identification, so that the self-service menu content can be identified in the conversation process.

The display module 30 is configured to display self-service menu text in the call interface. The call interface refers to an interface displayed on a screen of the communication terminal in the call process. Therefore, the user can clearly check the self-service menu content at a glance and conveniently and quickly select the required service content. Optionally, the self-service menu text is associated with at least one service item, a next self-service menu and/or a previous self-service menu, and the user may select a desired service item, a next self-service menu and/or a previous self-service menu according to actual needs.

The system 100 for displaying the self-service menu content automatically records the self-service menu content played by the customer service system when a user dials a telephone of the customer service system, performs voice recognition on the recorded content and converts the recorded content into corresponding self-service menu characters, and then displays the converted self-service menu characters in a call interface. Therefore, when the user dials the telephone of the customer service system, the self-service menu text can be directly displayed on the call interface in real time, so that the user can conveniently and quickly check and select the required service content.

Fig. 2 shows a structure of another system for displaying self-help menu content according to an embodiment of the present invention, where the system 100 for displaying self-help menu content may be applied to a communication terminal such as a mobile phone and a tablet computer, and at least includes a recording module 10, a voice recognition module 20, and a display module 30, where:

the recording module 10 is configured to record the content of the self-service menu played by the customer service system after the call with the customer service system is connected.

And the voice recognition module 20 is configured to perform voice recognition on the recorded self-service menu content and convert the self-service menu content into corresponding self-service menu characters.

The display module 30 is configured to display self-service menu text in the call interface.

Optionally, the system 100 for displaying self-service menu content further includes a first peer determining module 41 or a second peer determining module 42, where:

the first peer determining module 41 is configured to determine whether a waiting tone exists after a call with a communication peer is connected. If the waiting tone does not exist, the opposite communication terminal is determined as the customer service system, and the recording module 10 is informed to record. If the waiting tone exists, the opposite communication terminal is determined not to be the customer service system but only to be the common communication terminal, and the call content does not need to be recorded. When a user dials a customer service system through a communication terminal, the customer service system can automatically enter the voice broadcast of a self-service menu without waiting so that no waiting tone exists; while normally dialing, there is a waiting tone; therefore, whether the communication opposite end of the current call is a customer service system with self-service menu broadcast is judged according to whether a waiting tone exists after the call is connected.

The second opposite terminal determining module 42 is configured to determine whether the phone number is a predetermined customer service system number after dialing the phone number of the opposite communication terminal. If the telephone number is the number of the customer service system, the opposite communication terminal is determined to be the customer service system, and the recording module 10 is informed to record. If the telephone number is not the number of the customer service system, the opposite communication terminal is determined not to be the customer service system but only to be the common communication terminal, and the call content does not need to be recorded. Optionally, the second peer determining module 42 is configured to query a local database or a server, and determine whether the phone number is a customer service system number pre-stored in the local database or the server. Optionally, a list of a plurality of customer service system numbers is stored in a local database of the communication terminal in advance, and if the telephone number dialed by the communication terminal is included in the list of customer service system numbers, the opposite communication terminal is determined as a customer service system.

Optionally, the sound recording module 10 may further include:

the first recording submodule 11 records the call content after the call with the customer service system is connected. The call recording technique may use current existing techniques.

And the identification submodule 12 is used for identifying self-service menu content and self conversation content in the conversation content. Optionally, the identification sub-module 12 is configured to identify self-service menu content and self-service call content in the call content according to a voiceprint identification technology. Because the conversation content not only has self-service menu content, but also can have personal conversation content, the invention only needs to identify the self-service menu content and does not need to identify the personal conversation content. Therefore, the recorded call content needs to be identified. Optionally, the voice of the call of different people can be judged through voiceprint recognition, that is, the broadcasted self-service menu content and the self call content screening submodule 13 are recognized, so that the self call content in the call content is screened out, and the self-service menu content is reserved. After self-service menu content and self-service call content are identified, self-service call content which does not need voice identification is screened out, and only self-service menu content which needs voice identification is reserved. Generally, the conversation sound of the customer service system is defaulted when the conversation is just connected, and when the conversation sound exists by the user in the middle, the conversation sound of the user can be automatically screened out according to voiceprint recognition, and character recognition is not carried out.

Optionally, the display module 30 may further include:

and the judging submodule 31 is configured to judge whether the self-service menu text includes a predetermined keyword and/or a predetermined keyword sentence. Generally, the self-help menu will have fixed keywords and/or key sentences, for example ". sup." by 1,. sup. "by 2,. sup." by 3 ", and predetermined keywords and/or key sentences may be stored in advance.

The first display sub-module 32 is configured to display content of the self-service menu text corresponding to the keyword and/or the key sentence in rows if the self-service menu text includes related keyword and/or key sentence. And after the relevant keywords and/or key sentences are identified, automatically taking the keywords and/or key sentences as nodes, and displaying the corresponding text contents in rows so as to facilitate the user to view. Otherwise, the self-service menu text content is directly displayed in the call interface without being displayed in rows.

Fig. 3 is a schematic diagram of a call interface according to an embodiment of the present invention, in this embodiment, ". star please press 1,. star please press 2,. star please press 3,. star please press 4,. star please press 0" is used as a keyword and/or a key sentence, when a relevant keyword and/or key sentence is identified, the keyword and/or key sentence is automatically used as a node, and the corresponding text content is displayed in rows, that is, "mobile phone service", "broadband service", "password service", "loss report service", "manual service", and "0" are listed as five rows, respectively, and the five rows of text are self-service main pages for the user to view.

Optionally, the system 100 for displaying self-service menu content further includes a logo processing module 50, and the logo processing module 50 may further include:

the mark generation submodule 51 is configured to generate and display a self-service menu display and hidden mark in the call interface, such as a circular mark with a "text" character shown in fig. 3, and may select to hide the self-service menu text in the call interface or display the self-service menu text in the call interface by clicking the "text" character.

And the hidden mark submodule 52 is used for displaying the self-service menu and hiding self-service menu characters in the call interface when the hidden mark receives the first touch instruction. After the communication between the communication terminal and the customer service system is connected, the self-service menu characters can be displayed in the communication interface of the communication terminal by default, but the user can manually click the self-service menu display and the hiding mark to hide the self-service menu characters in the communication interface.

And the display mark submodule 53 is used for displaying the self-service menu and displaying self-service menu characters in the call interface when the hidden mark receives the second touch instruction. After the self-service menu characters are hidden, if a user wants to restore to display the self-service menu characters in the call interface, the user can click the self-service menu display and hidden mark again, and then the self-service menu characters can be displayed in the call interface.

Optionally, the self-service menu text displayed on the call interface corresponds to at least one service item, a next-level self-service menu and/or a previous-level self-service menu. The system 100 for displaying self-service menu content further includes a service processing module 60, a next-level menu processing module 70, and/or a previous-level menu processing module 80, wherein:

the service processing module 60 is configured to, after receiving a selection instruction of a service item, instruct the customer service system to execute a service corresponding to the service item, for example, a manual service.

The next-level menu processing module 70 is configured to instruct the customer service system to play the content of the next-level self-service menu after receiving a selection instruction of the next-level self-service menu. For example, the user selects to enter the next level of the self-service menu from the self-service menu homepage, such as cell phone service, broadband service, password service, loss-reporting service, etc.

The previous-level menu processing module 80 is configured to instruct the customer service system to play the content of the previous-level self-service menu after receiving the selection instruction of the previous-level self-service menu. For example, the user selects to return to the self-service menu homepage from the next-level self-service menu of the mobile phone service, the broadband service, the password service, the loss reporting service and the like.

Optionally, the self-service menu text includes at least one text segment, and each text segment is associated with a service item, a next-level self-service menu and/or a previous-level self-service menu.

The service processing module 60 is configured to instruct the customer service system to execute a service corresponding to the service item associated with the text segment when the text segment receives the third touch instruction.

The next-level menu processing module 70 is configured to instruct the customer service system to play the content of the next-level self-service menu associated with the text segment when the text segment receives the fourth touch instruction.

And the previous-level menu processing module 80 is configured to instruct the customer service system to play the content of the previous-level self-service menu associated with the text segment when the text segment receives the fifth touch instruction.

As shown in fig. 3, the self-service menu homepage on the call interface includes five text segments: "mobile phone service, please press 1", "broadband service, please press 2", "password service, please press 3", "loss report service, please press 4", "manual service, please press 0", which are respectively associated with mobile phone service, broadband service, password service, loss report service, and manual service. The user can directly click the mobile phone service on the conversation interface, please press 1, the broadband service, press 2, the password service, press 3, the loss report service and press 4 character segments to enter the next level self-service menu of the mobile phone service, the broadband service, the password service, the loss report service and the like. Or the user can directly click the character fragment of 'manual service' on the call interface to transfer to a manual seat, and the staff provides one-to-one manual service for the user.

Optionally, the display module 30 is configured to display a keyboard in the call interface, where each key in the keyboard is associated with a service item, a next self-service menu, and/or a previous self-service menu.

The service processing module 60 is configured to instruct the customer service system to execute a service corresponding to the service item associated with the key when the key receives the sixth touch instruction.

And the next-level menu processing module 70, when the key receives the seventh touch instruction, instructs the customer service system to play the content of the next-level self-service menu associated with the key.

The previous-level menu processing module 80 is configured to instruct the customer service system to play the content of the previous-level self-service menu associated with the key when the key receives the eighth touch instruction.

For example, the keyboard displayed in the call interface includes numeric keys 0-9, each numeric key may correspond to a different service item, a next-level self-service menu and/or a previous-level self-service menu, and the user may directly click a different numeric key on the keyboard to select a desired service content. If the self-service menu homepage on the call interface comprises five lines: "mobile phone service, please press 1", "broadband service, please press 2", "password service, please press 3", "loss report service, please press 4", "manual service, please press 0", which are respectively associated with numeric key 1, numeric key 2, numeric key 3, numeric key 4 and numeric key 0. The user can directly click the number keys 1, 2, 3 and 4 to enter the next level self-service menu of mobile phone service, broadband service, password service, loss report service, etc. Or, the user can directly click the number key 0 to go to a manual seat, and the staff provides one-to-one manual service for the user.

Optionally, the next-level menu processing module 70 may further include:

the first instruction submodule 71 is configured to instruct the customer service system to play the content of the next level self-service menu after receiving a selection instruction of the next level self-service menu.

And the second recording submodule 72 is configured to record the content of the played next-level self-service menu.

And the voice recognition sub-module 73 is configured to perform voice recognition on the recorded content of the next level self-service menu and convert the content into corresponding self-service menu text.

And the second display submodule 74 is configured to display the self-service menu text corresponding to the content of the next-level self-service menu in the call interface.

As shown in fig. 3, the self-service menu homepage on the call interface includes: "mobile phone service, please press 1", "broadband service, please press 2", "password service, please press 3", "loss report service, please press 4", which are respectively associated with mobile phone service, broadband service, password service, and loss report service. The user can select to enter the next level self-service menu of the mobile phone service, the broadband service, the password service, the loss report service and the like, and then the customer service system can automatically play the content of the next level self-service menu of the mobile phone service, the broadband service, the password service, the loss report service and the like. The system 100 for displaying the self-service menu content of the present invention will continue to record and recognize the played content of the next self-service menu and convert the content into corresponding self-service menu text, and display the text in the call interface, so that the self-service menu content of the current level can be displayed in real time.

Optionally, the system 100 for displaying content of a self-service menu further includes a storage module 90, and the storage module 90 is configured to store self-service menu text after the self-service menu text is displayed in the call interface. Optionally, the displayed self-service menu text is stored in a memory card of the communication terminal, and may also be stored in a cache of the communication terminal.

Optionally, the previous menu processing module 80 may further include:

and the second indicating submodule 81 is configured to, after receiving a selection instruction of the previous self-service menu, instruct the customer service system to play the content of the previous self-service menu.

And the third display submodule 82 is configured to directly display the self-service menu text corresponding to the stored content of the previous self-service menu in the call interface.

If the self-service menu content of the current level is identified before, recording and voice recognition do not need to be carried out again, and the self-service menu characters stored before are directly displayed, so that system resources are saved. And when the user dials the telephone of the customer service system next time, the stored self-service menu characters can be directly displayed on the call interface. For example, the user selects to return to the self-service menu homepage (namely, the previous self-service menu) from the next self-service menu of mobile phone service, broadband service, password service, loss report service and the like, and since the content of the self-service menu homepage is stored, the recording and voice recognition are not required to be carried out again, and the self-service menu text corresponding to the previously stored self-service menu homepage can be directly displayed.

Fig. 4 is a flowchart illustrating a method for displaying self-service menu content according to an embodiment of the present invention, which may be implemented by the system 100 for displaying self-service menu content shown in fig. 1 or fig. 2, the method including:

step S401, after the communication with the customer service system is connected, recording the self-service menu content played by the customer service system.

A user can dial a telephone of the customer service system through the communication terminal, the customer service system can automatically play the self-service menu content after the call is connected, and the communication terminal can record the self-service menu content played currently in real time. The call recording technique may use current existing techniques.

Optionally, before this step, the method further includes:

and after the call with the opposite communication terminal is connected, judging whether a waiting tone exists or not.

If the waiting tone does not exist, the opposite communication terminal is determined to be a customer service system, and the call content needs to be recorded.

If the waiting tone does not exist, the opposite communication terminal is determined to be the customer service system, the opposite communication terminal is determined not to be the customer service system but only to be the common communication terminal, and the call content does not need to be recorded.

When a user dials a customer service system through a communication terminal, the customer service system can automatically enter the voice broadcast of a self-service menu without waiting so that no waiting tone exists; while normally dialing, there is a waiting tone; therefore, whether the communication opposite end of the current call is a customer service system with self-service menu broadcast is judged according to whether a waiting tone exists after the call is connected.

Optionally, before this step, the method further includes:

after dialing the telephone number of the opposite communication terminal, judging whether the telephone number is a preset number of a customer service system.

If the telephone number is the number of the customer service system, the opposite communication terminal is determined to be the customer service system, and the call content needs to be recorded.

If the telephone number is not the number of the customer service system, the opposite communication terminal is determined not to be the customer service system but only to be the common communication terminal, and the call content does not need to be recorded.

Optionally, the local database or the server is queried, and whether the telephone number is a customer service system number pre-stored in the local database or the server is determined. Optionally, a list of a plurality of customer service system numbers is stored in a local database of the communication terminal in advance, and if the telephone number dialed by the communication terminal is included in the list of customer service system numbers, the opposite communication terminal is determined as a customer service system.

Step S402, performing voice recognition on the recorded self-service menu content and converting the self-service menu content into corresponding self-service menu characters.

Optionally, the recorded self-service menu content is subjected to voice recognition in real time or at predetermined time intervals (i.e., at regular time intervals), and the recognized self-service menu content is converted into corresponding self-service menu text. After the call recording is started in the call process, the background performs speech recognition on the recorded self-service menu content in real time or at regular time through an ASR (access router) technology and converts the self-service menu content into corresponding self-service menu characters. Optionally, performing voice recognition on the recorded self-service menu content in real time; or performing voice recognition on the recorded self-service menu content at regular time, for example, performing the first-second recording, and automatically performing character recognition on the first-second recording by the background; when the second is recorded, the background automatically identifies the characters of the recorded content in the first 2 seconds; when the third second is recorded, the background automatically identifies the characters of the recorded content in the previous 3 seconds, and so on until the sentence is spoken, and the next sentence restarts the first second identification, so that the self-service menu content can be identified in the conversation process.

And S403, displaying the self-service menu characters in the call interface.

The call interface refers to an interface displayed on a screen of the communication terminal in the call process. Therefore, the user can clearly view the self-service menu content and conveniently and quickly select the required service content. Optionally, the self-service menu text is associated with at least one service item, a next self-service menu and/or a previous self-service menu, and the user may select a desired service item, a next self-service menu and/or a previous self-service menu according to actual needs.

The method for displaying the self-service menu content automatically records the self-service menu content played by the customer service system when a user dials a telephone of the customer service system, performs voice recognition on the recorded content and converts the recorded content into corresponding self-service menu characters, and then displays the converted self-service menu characters in a call interface. Therefore, when the user dials the telephone of the customer service system, the self-service menu text can be directly displayed on the call interface in real time, so that the user can conveniently and quickly check and select the required service content.

Fig. 5 is a flowchart illustrating another method for displaying self-help menu content according to an embodiment of the present invention, which may be implemented by the system 100 for displaying self-help menu content shown in fig. 2, the method including:

step S501, recording the call content after the call with the customer service system is connected.

Step S502, self-service menu content and self-help call content in the call content are identified.

Because the conversation content not only has self-service menu content, but also can have personal conversation content, the invention only needs to identify the self-service menu content and does not need to identify the personal conversation content. Therefore, the recorded call content needs to be identified.

Optionally, the self-service menu content and the self-service call content in the call content are identified according to a voiceprint identification technology. The voice of different people's conversation can be judged through voiceprint recognition, and the self-service menu content and the self conversation content of broadcasting are recognized. The voiceprint recognition technology can adopt the existing technology.

And S503, screening the own call content in the call content, and reserving the self-service menu content.

After self-service menu content and self-service call content are identified, self-service call content which does not need voice identification is screened out, and only self-service menu content which needs voice identification is reserved. Generally, the conversation sound of the customer service system is defaulted when the conversation is just connected, and when the conversation sound exists by the user in the middle, the conversation sound of the user can be automatically screened out according to voiceprint recognition, and character recognition is not carried out.

Step S504, voice recognition is carried out on the recorded self-service menu content and the self-service menu content is converted into corresponding self-service menu characters.

Step S505, determining whether the self-service menu text includes a predetermined keyword and/or a predetermined keyword sentence, if yes, performing step S506, otherwise, performing step S507.

Generally, the self-help menu will have fixed keywords and/or key sentences, for example ". sup." by 1,. sup. "by 2,. sup." by 3 ", and predetermined keywords and/or key sentences may be stored in advance.

Step S506, if the self-service menu text comprises related key words and/or key sentences, the self-service menu text content corresponding to the key words and/or key sentences is displayed in the call interface in a row.

And after the relevant keywords and/or key sentences are identified, automatically taking the keywords and/or key sentences as nodes, and displaying the corresponding text contents in rows so as to facilitate the user to view.

Step S507, if the self-service menu text does not include related key words and/or key sentences, displaying the self-service menu text content in the call interface without displaying in rows.

Optionally, the method for displaying self-service menu content of the present invention further includes:

a self-service menu display and hidden mark is generated and displayed in the call interface, for example, a circular mark with a character of 'text' as shown in fig. 3, and the self-service menu character in the call interface can be selectively hidden or displayed by clicking the character of 'text'.

Displaying the self-service menu text in the call interface comprises the following steps:

(1) and hiding self-service menu characters in the call interface when the self-service menu display and hiding mark receives the first touch instruction. After the communication between the communication terminal and the customer service system is connected, the self-service menu characters can be displayed in the communication interface of the communication terminal by default, but the user can manually click the self-service menu display and the hiding mark to hide the self-service menu characters in the communication interface.

(2) And displaying self-service menu characters in the call interface when the self-service menu display and hidden mark receives the second touch instruction. After the self-service menu characters are hidden, if a user wants to restore to display the self-service menu characters in the call interface, the user can click the self-service menu display and hidden mark again, and then the self-service menu characters can be displayed in the call interface.

Fig. 6 shows a flowchart of another method for displaying self-help menu content, which may be implemented by the method 100 for displaying self-help menu content shown in fig. 2, according to an embodiment of the present invention, and the method includes:

step S601, after the communication with the customer service system is connected, recording the self-service menu content played by the customer service system.

Step S602, voice recognition is carried out on the recorded self-service menu content and the self-service menu content is converted into corresponding self-service menu characters.

Step S603, displaying self-service menu characters in the call interface, wherein the self-service menu characters correspond to at least one service item, a next-level self-service menu and/or a previous-level self-service menu.

Optionally, the self-service menu text is stored after being displayed in the call interface.

Optionally, the displayed self-service menu text is stored in a memory card of the communication terminal, and may also be stored in a cache of the communication terminal.

Step S604, after receiving the selection instruction of the service item, instructs the customer service system to execute the service corresponding to the service item, for example, manual service.

Step S605, after receiving the selection instruction of the next level self-service menu, instructing the customer service system to play the content of the next level self-service menu. For example, the user selects to enter the next level of the self-service menu from the self-service menu homepage, such as cell phone service, broadband service, password service, loss-reporting service, etc.

Step S606, recording the played content of the next level self-service menu.

Step S607, performing speech recognition on the recorded content of the next level self-service menu and converting the content into corresponding self-service menu text.

Step S608, displaying the self-service menu text corresponding to the content of the next self-service menu in the call interface. For example, the user selects to return to the self-service menu homepage from the next-level self-service menu of the mobile phone service, the broadband service, the password service, the loss reporting service and the like.

As shown in fig. 3, the self-help menu homepage on the call interface includes: "mobile phone service, please press 1", "broadband service, please press 2", "password service, please press 3", "loss report service, please press 4", which are respectively associated with mobile phone service, broadband service, password service, and loss report service. The user can select to enter the next level self-service menu of the mobile phone service, the broadband service, the password service, the loss report service and the like, and then the customer service system can automatically play the contents of the next level self-service menu of the mobile phone service, the broadband service, the password service, the loss report service and the like. The invention can continuously record and recognize the played content of the next level self-service menu and convert the content into corresponding self-service menu characters to be displayed in the call interface, thereby displaying the self-service menu content of the current level in real time.

Step S609, after receiving the selection instruction of the previous self-service menu, instructing the customer service system to play the content of the previous self-service menu.

Step S610, directly displaying the self-service menu text corresponding to the stored content of the previous self-service menu in the call interface.

The step S604 includes: and when the text segment receives the third touch instruction, instructing the customer service system to execute the service corresponding to the service item associated with the text segment.

The step S605 includes: and when the text segment receives the fourth touch instruction, instructing the customer service system to play the content of the next-level self-service menu associated with the text segment.

The step S609 includes: and when the text segment receives the fifth touch instruction, instructing the customer service system to play the content of the previous level self-service menu associated with the text segment.

As shown in fig. 3, the self-service menu homepage on the call interface includes five text segments: "mobile phone service, please press 1", "broadband service, please press 2", "password service, please press 3", "loss report service, please press 4", "manual service, please press 0", which are respectively associated with mobile phone service, broadband service, password service, loss report service, and manual service. The user can directly click the mobile phone service on the conversation interface, please press 1, the broadband service, 2, the password service, 3 and the loss report service, and press 4 character fragments to enter the next level self-service menu of the mobile phone service, the broadband service, the password service, the loss report service and the like. Or the user can directly click the character fragment of 'manual service' on the call interface to transfer to a manual seat, and the staff provides one-to-one manual service for the user.

Optionally, the method further includes displaying a keyboard in the call interface, where each key in the keyboard is associated with a service item, a next-level self-service menu and/or a previous-level self-service menu.

The step S604 includes: and when the key receives the sixth touch instruction, instructing the customer service system to execute the service corresponding to the service item associated with the key.

The step S605 includes: and when the key receives the seventh touch instruction, the customer service system is instructed to play the content of the next-level self-service menu related to the key.

The step S609 includes: and when the key receives the eighth touch instruction, the customer service system is instructed to play the content of the previous level self-service menu associated with the key.

The present invention also provides a storage medium for storing a computer program of any one of the methods of displaying self-service menu contents described in fig. 4 to 6. Such as computer program instructions, which when executed by a computer, may invoke or otherwise provide methods and/or techniques in accordance with the present application through the operation of the computer. Program instructions which invoke the methods of the present application may be stored on fixed or removable storage media and/or transmitted via a data stream over a broadcast or other signal-bearing medium and/or stored on a storage medium of a computer device operating in accordance with the program instructions. Here, an embodiment according to the present application includes a computer device 400 as shown in fig. 7, the computer device 400 preferably includes a storage medium 200 for storing a computer program and a processor 300 for executing the computer program, wherein when the computer program is executed by the processor 300, the computer device 400 is triggered to execute the method and/or the technical solution according to the foregoing embodiments.

It should be noted that the present application may be implemented in software and/or a combination of software and hardware, for example, implemented using Application Specific Integrated Circuits (ASICs), general purpose computers or any other similar hardware devices. In one embodiment, the software programs of the present application may be executed by a processor to implement the above steps or functions. Likewise, the software programs (including associated data structures) of the present application may be stored in a computer readable recording medium, such as RAM memory, magnetic or optical drive or diskette and the like. Additionally, some of the steps or functions of the present application may be implemented in hardware, for example, as circuitry that cooperates with the processor to perform various steps or functions.

The method according to the invention can be implemented on a computer as a computer-implemented method, or in dedicated hardware, or in a combination of both. Executable code for the method according to the invention or parts thereof may be stored on a computer program product. Examples of computer program products include memory devices, optical storage devices, integrated circuits, servers, online software, and so forth. Preferably, the computer program product comprises non-transitory program code means stored on a computer readable medium for performing the method according to the invention when said program product is executed on a computer.

In summary, when the user dials the call of the customer service system, the invention automatically records the self-service menu content played by the customer service system, performs voice recognition on the recorded content, converts the recorded content into corresponding self-service menu characters, and displays the converted self-service menu characters in the call interface. Therefore, when a user dials a telephone of a customer service system, the self-service menu text can be directly displayed on the call interface in real time, so that the user can conveniently and quickly check and select the required service content, the user does not need to listen to the telephone and select dialing at the same time, and the dialing query efficiency and the user experience are improved.

The invention discloses A1, a method for displaying self-service menu content, comprising:

and displaying the self-service menu text in a call interface.

A2, according to the method in a1, before recording the self-service menu content played by the customer service system after the call with the customer service system is connected, the method includes:

A3, according to the method as set forth in a1, the method includes, after the call with the customer service system is connected, before recording the self-service menu content played by the customer service system:

A4, according to the method of A3, the judging whether the phone number is a predetermined customer service system number includes:

A5, according to the method of a1, the recording the self-service menu content played by the customer service system after the call with the customer service system is connected includes:

A6, according to the method in a5, the identifying the self-help menu content and the personal call content in the call content specifically includes:

A7, according to the method of A1, the voice recognition of the recorded self-service menu content and the conversion into corresponding self-service menu characters includes:

A8, according to the method in A1, the displaying the self-help menu text in a call interface includes:

A9, the method of A1, further comprising:

the displaying the self-service menu text in a call interface comprises:

A10, according to the method A1, the self-help menu text corresponds to at least one service item, a next self-help menu and/or a previous self-help menu;

the method further comprises the following steps:

After receiving a selection instruction of the next level self-service menu, instructing the customer service system to play the content of the next level self-service menu; and/or

A11, according to the method of A10, the self-help menu text includes at least one text fragment, and each text fragment is associated with one service item, the next-level self-help menu and/or the previous-level self-help menu;

After receiving the selection instruction of the next level self-service menu, instructing the customer service system to play the content of the next level self-service menu specifically includes:

A12, the method of A10, further comprising:

after the selection instruction of the service item is received, instructing the customer service system to execute the service corresponding to the service item includes:

A13, according to the method of A10, the instructing the customer service system to play the content of the next-level self-help menu includes:

recording the played content of the next level self-service menu;

A14, according to the method of A10, after the text displaying of the self-help menu in the call interface includes:

storing the self-service menu characters;

and directly displaying the self-service menu text corresponding to the stored content of the upper level self-service menu in the call interface.

The invention provides B15, a system for displaying self-service menu content, comprising:

B16, the system according to B15, further comprising:

B17, the system according to B15, further comprising:

B18, according to the system of B17, the second opposite end judging module is used for inquiring a local database or a server and judging whether the telephone number is the customer service system number prestored in the local database or the server.

B19, the system according to B15, the sound recording module includes:

B20, according to the system of B19, the identification submodule is used for identifying the self-service menu content and the self-service conversation content in the conversation content according to a voiceprint identification technology.

B21, according to the system of B15, the voice recognition module is used for performing voice recognition on the recorded self-service menu content in real time or at preset time intervals, and converting the recognized self-service menu content into corresponding self-service menu characters.

B22, the system according to B15, the display module comprising:

B23, the system according to B15, further comprising a flag processing module comprising:

the hidden mark submodule is used for hiding the self-service menu characters in the call interface when the self-service menu display and the hidden mark receive a first touch instruction;

B24, according to the system of B15, the self-help menu text corresponds to at least one service item, a next self-help menu and/or a previous self-help menu;

the system further comprises:

B25, according to the system of B24, the self-help menu text comprises at least one text fragment, and each text fragment is associated with one service item, the next-level self-help menu and/or the previous-level self-help menu;

B26, the system according to B24, the display module is configured to display a keyboard in the call interface, wherein each key of the keyboard is associated with one of the service items, the next self-service menu and/or the previous self-service menu;

B27, the system according to B24, the next level menu processing module includes:

the second recording submodule is used for recording the played content of the next-level self-service menu;

the voice recognition submodule is used for carrying out voice recognition on the recorded content of the next level self-service menu and converting the content into corresponding self-service menu characters;

B28, the system according to B24, further comprising:

the upper menu processing module comprises:

and the third display sub-module is used for directly displaying the self-service menu text corresponding to the stored content of the upper level self-service menu in the call interface.

The invention provides C29, a storage medium storing a computer program for executing the method of displaying self-help menu content of any one of A1-14.

The invention provides D30, and computer equipment, which comprises a memory, a processor and a computer program stored on the memory and capable of running on the processor, wherein the processor executes the computer program to realize the method for displaying the self-help menu content according to any one of A1-14.

The present invention may be embodied in other specific forms without departing from the spirit or essential attributes thereof, and it should be understood that various changes and modifications can be effected therein by one skilled in the art without departing from the spirit and scope of the invention as defined in the appended claims.

Claims

1. A method of displaying self-service menu content, comprising:

after the call with a customer service system is put through, recording the self-service menu content played by the customer service system;

and displaying the self-service menu text in a call interface.

2. The method of claim 1, wherein recording the self-service menu content played by the customer service system after the call with the customer service system is established comprises:

3. The method of claim 1, wherein recording the self-service menu content played by the customer service system after the call with the customer service system is established comprises:

4. The method of claim 3, wherein said determining whether said telephone number is a predetermined customer service system number comprises:

5. The method of claim 1, wherein recording the self-service menu content played by the customer service system after the call with the customer service system is established comprises:

after the call with the customer service system is connected, recording the call content;

6. The method according to claim 5, wherein the identifying the self-help menu content and the personal call content in the call content specifically comprises:

7. The method of claim 1, wherein the performing voice recognition on the recorded self-service menu content and converting the recorded self-service menu content into corresponding self-service menu text comprises:

8. A system for displaying self-service menu content, comprising:

9. A storage medium storing a computer program for executing the method of displaying self-service menu content according to any one of claims 1 to 7.

10. A computer device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, wherein the processor when executing the computer program implements a method of displaying self-service menu content as claimed in any one of claims 1 to 7.