CN112185383A - Processing method and system for customer service return visit - Google Patents
Processing method and system for customer service return visit Download PDFInfo
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Abstract
The invention provides a processing method for customer service return visit, which comprises the following steps: determining the service type of the return visit of the client, and obtaining a session template corresponding to the service type; actively initiating conversation communication with a client, and asking questions to the client according to questions in the conversation template; receiving voice reply data of a client, and performing voice recognition; and performing voice recognition on the voice contents stated by the two parties in the return visit process of the client in real time, converting the voice contents into characters, forming a return visit questionnaire, and storing the return visit questionnaire. The invention also provides a corresponding system. By implementing the invention, the intellectualization degree of return visit of the client can be improved, and the return visit effect is improved; meanwhile, corresponding services can be provided for different customers, and the personalization degree is high; thereby improving the efficiency and the use experience of the visited client.
Description
Technical Field
The invention relates to the technical field of intelligent clients, in particular to a processing method and a processing system for customer service return visit.
Background
For customer service work, intelligent voice is one of the trends in future development, and the customer service process is generally recorded through video shooting, so that the process of customer service is comprehensively mastered for supervision and evidence storage. With the continuous development and application popularization of artificial intelligence technology, the application of intelligent voice to the recognition of continuous voice of multiple persons tends to mature. The return visit of the client is also an important content of the customer service; however, the existing return visit is generally realized manually, and the existing return visit has low intelligent degree and poor return visit effect; and the lack of personalization level, which is not well-faced to various types of customers.
Disclosure of Invention
The technical problem to be solved by the invention is to provide a processing method for customer service return visit, which can improve the intellectualization degree of the customer return visit, has good individualization degree and can improve the return visit effect.
In order to solve the above technical problem, an aspect of the present invention provides a processing method for customer service return visit, which includes the following steps:
step S10, determining a service type of the return visit of the client, and obtaining a session template corresponding to the service type, where the service type includes: marketing, consultation, return visit and survey tasks;
step S11, actively initiating conversation communication with the client, and asking questions to the client according to the questions in the conversation template;
step S12, receiving the voice reply data of the client, and performing voice recognition;
and step S13, performing voice recognition on the voice contents stated by the two parties in the return visit process of the client in real time, converting the voice contents into characters, forming a return visit questionnaire, and storing the return visit questionnaire.
Wherein, further include:
different conversation templates are pre-constructed aiming at different specific tasks, user figures corresponding to the clients of different service types are drawn based on the clients of different service types, and the conversation templates are further adjusted to obtain the conversation templates corresponding to the specific task types and the specific service crowds.
In step S11, the identity of the current client is determined, a user representation of the client is obtained, and a corresponding session template is selected.
Wherein, in the step S13, the method further comprises:
and judging the relevance of the answer and the task according to the recognition result of the voice reply data of the client, and if the relevance of the answer and the task is lower than a preset threshold value, selecting a standby voice question in the conversation template to ask the client again, and guiding the standby voice question to the original flow.
Wherein the step S13 further includes:
and performing entity word correction, punctuation correction, regulation correction and spoken language smoothness optimization processing on the contents in the return access questionnaire.
Accordingly, in another aspect of the present invention, there is also provided a processing system for customer service return visit, comprising:
a service type determining unit, configured to determine a service type of a return visit of a client, and obtain a session template corresponding to the service type, where the service type includes: marketing, consultation, return visit and survey tasks; the conversation template comprises a plurality of voice questions;
the conversation initiating unit is used for actively initiating conversation communication with the client and asking questions to the client according to the questions in the conversation template;
the reply identification unit is used for receiving voice reply data of the client and carrying out voice identification;
and the questionnaire forming unit is used for carrying out voice recognition on the voice contents stated by the two parties in the return visit process of the client in real time, converting the voice contents into characters, forming a return visit questionnaire and storing the return visit questionnaire.
Preferably, further comprising:
and the session template generating unit is used for pre-constructing different session templates aiming at different specific tasks, drawing user figures corresponding to the clients of all service types based on the clients of different service types, and correspondingly adjusting the session templates to obtain the session templates corresponding to specific task types and specific service crowds.
Preferably, the service type determining unit further includes:
and the selection processing unit is used for determining the identity of the current client, obtaining the user portrait of the client and selecting the corresponding session template.
Preferably, the questionnaire forming unit further comprises:
the correlation processing unit is used for judging the correlation between the answer and the task according to the recognition result of the voice reply data of the client, and selecting a standby voice question in the conversation template to ask the client again if the correlation between the answer and the task is lower than a preset threshold;
and the text correction unit is used for performing entity word correction, punctuation correction, regulation correction and spoken language smoothness optimization processing on the contents in the return access questionnaire.
The embodiment of the invention has the following beneficial effects:
the embodiment of the invention provides a processing method and a system for customer service return visit, which are used for determining the service type of the customer return visit and obtaining a session template corresponding to the service type; actively initiating conversation communication with a client, and asking questions to the client according to questions in the conversation template; receiving voice reply data of a client, and performing voice recognition; and performing voice recognition on the voice contents stated by the two parties in the return visit process of the client in real time, converting the voice contents into characters, forming a return visit questionnaire, and storing the return visit questionnaire. By implementing the invention, the intellectualization degree of return visit of the client can be improved, and the return visit effect is improved; meanwhile, corresponding services can be provided for different customers, and the personalization degree is high; thereby improving the efficiency and the use experience of the visited client.
Drawings
FIG. 1 is a schematic flow chart illustrating an embodiment of a method for customer service return visit processing according to the present invention;
FIG. 2 is a schematic structural diagram of an embodiment of a processing system for customer service return visit provided by the present invention;
fig. 3 is a schematic structural view of the questionnaire forming unit in fig. 2.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments.
For those skilled in the art to more clearly understand the objects, technical solutions and advantages of the present invention, the following description will be further provided in conjunction with the accompanying drawings and examples.
Referring to fig. 1, a main flow diagram of an embodiment of a processing method for customer service return visit according to the present invention is shown; in this embodiment, the processing method for customer service return visit includes the following steps:
step S10, determining a service type of the return visit of the client, and obtaining a session template corresponding to the service type, where the service type includes: marketing, consultation, return visit and survey tasks;
step S11, actively initiating conversation communication with the client, and asking questions to the client according to the questions in the conversation template;
in a specific example, in the step S11, the identity of the current client is determined, a user representation of the client is obtained, and a corresponding session template is selected.
It is understood that the method further comprises the following steps:
different conversation templates are pre-constructed aiming at different specific tasks, user figures corresponding to the clients of different service types are drawn based on the clients of different service types, and the conversation templates are further adjusted to obtain the conversation templates corresponding to the specific task types and the specific service crowds. For example, for each business scenario, all users may be classified, for example, according to gender, age, occupation, etc., and a corresponding user representation may be drawn for each class of users to perform a dialog according to a corresponding conversation template.
Step S12, receiving the voice reply data of the client, and performing voice recognition;
and step S13, performing voice recognition on the voice contents stated by the two parties in the return visit process of the client in real time, converting the voice contents into characters, forming a return visit questionnaire, and storing the return visit questionnaire.
Wherein, in the step S13, the method further comprises:
and judging the relevance of the answer and the task according to the recognition result of the voice reply data of the client, and if the relevance of the answer and the task is lower than a preset threshold value, selecting a standby voice question in the conversation template to ask the client again, and guiding the standby voice question to the original flow.
Wherein the step S13 further includes:
and performing entity word correction, punctuation correction, regulation correction and spoken language smoothness optimization processing on the contents in the return access questionnaire. For example, the term "place of home" may be modified to "jiade place", and the term "person name, place name, company name, etc. may be modified. The punctuation of the character record can be corrected, and the punctuation of the title number is added at the same time, for example, the punctuation of the title number is added when the French is quoted, and the number when the French is quoted is corrected into the standard number form,
it will be appreciated that in particular, in some instances, the parties of the present invention may be employed to identify voice content during customer service to obtain a corresponding text record. The voice recognition means a service of converting a recording file or a real-time audio stream into characters, can support languages such as Chinese and English, supports voice recognition under a noise environment and with background sounds, supports a machine to automatically separate different voices, and supports fast customization of hot words in recognition to improve accuracy. The voice recognition service is divided into three sub-services of recording file recognition, real-time voice recognition and one-sentence speech recognition, provides diversified calling modes such as RESTful API/SDK and the like, and can be adapted in various different practical use scenes. Here, in the customer service process, the identities of people of each party, such as a customer and a customer service person, need to be distinguished, for example, the identities can be distinguished according to a radio device such as a microphone, or a voice is dotted (a voice key frame is marked) to distinguish the identities of the parties. And performing voice recognition on the voice content, and converting the voice content into corresponding character records which can be distinguished by the identities of all parties.
It can be understood that, in the method provided by the present invention, a session template (marketing, survey, return visit) is constructed according to a specific task, session communication with a user is actively initiated, and specifically, Advanced Speech Recognition (ASR), Natural Language Processing (NLP), CC (call center) fusion techniques are adopted to perform tasks such as marketing, consultation, return visit, survey and the like on a client by simulating real telemarketing. The method adopts powerful functions of intelligent customer service (such as AI robots) to support business functions of incoming calls, outgoing calls, automatic classification, custom extraction of tags, custom uploading of records, triggering of short messages, support of TTS variables, custom and visual editing of dialogs, robot-to-manual conversion and the like, and more particularly, in some examples, tasks such as marketing, consultation, return visit, investigation and the like can be called to a client through a platform, and conversation is realized by using a pre-constructed dialogs template; the automatic classification and custom extraction tags may be determined from the speech recognition results for the dialog; the user-defined uploading of the recording and the triggering of the short message can be set according to actual requirements; the user-defined and visual editing conversation can be edited manually through a visual interface; the robot to the manual can be triggered by a client, or triggered when relevant conditions are met, such as when the robot cannot solve a problem.
The system can practically meet the requirements of large-scale electric marketing, investigation, return visit and the like of enterprises, help the enterprises to efficiently screen out the intended clients from mass sales clues, improve the operation management efficiency and the sales performance of the enterprises, and greatly reduce the operation cost of the enterprises.
In the outbound process, different conversation templates are pre-constructed for different specific tasks, user figures of users of various service types are drawn based on different service type users, and the conversation templates are further adjusted to obtain the conversation templates corresponding to specific task types and specific service crowds. And performing conversation communication with the client through the conversation template, specifically, knowing the expressed voice of the user through voice recognition, and obtaining conversation voice or conversation text through voice synthesis or text generation to communicate with the client. If the relevance of the question and answer to the task is detected, for example, if the task is marketing a certain product A, when the question and answer is promoted by using dialogs, if the client answer is not related to the marketing of the product A, the relevance is considered to be low; if the correlation is low, the correction operation is conducted to the original flow. The specific communication mode may be determined according to the user himself, such as user selection, or according to the preference of the user, determined as voice communication or text communication. During voice communication, voice characteristics such as male voice, female voice, voice color and style and the like can be set so as to improve the customer experience and enable the customer to better cooperate with the return visit task.
As shown in fig. 2, which is a schematic structural diagram illustrating an embodiment of a processing system for customer service return visit provided by the present invention, and is also shown in fig. 3, in this embodiment, the system 1 includes:
a service type determining unit 10, configured to determine a service type of a return visit of a client, and obtain a session template corresponding to the service type, where the service type includes: marketing, consultation, return visit and survey tasks; the conversation template comprises a plurality of voice questions;
the session initiation unit 11 is used for actively initiating session communication with the client and asking questions to the client according to the questions in the session template;
a reply identification unit 12, which is used for receiving the voice reply data of the client and carrying out voice identification;
and the questionnaire forming unit 13 is used for performing voice recognition on the voice contents stated by the two parties in the return visit process of the client in real time, converting the voice contents into characters, forming a return visit questionnaire and storing the return visit questionnaire.
The conversation template generating unit 14 is configured to pre-construct different conversation templates for different specific tasks, simultaneously draw user figures corresponding to clients of different service types based on clients of different service types, and correspondingly adjust the conversation templates to obtain conversation templates corresponding to specific task types and specific service groups.
In a specific example, the service type determining unit 10 further includes:
and the selection processing unit is used for determining the identity of the current client, obtaining the user portrait of the client and selecting the corresponding session template.
In a specific example, the questionnaire forming unit 13 further includes:
a correlation processing unit 130, configured to determine correlation between the answer and the task according to a recognition result of the voice reply data of the client, and if the correlation between the answer and the task is lower than a predetermined threshold, select a standby voice question in the conversation template to ask the client again;
and the text correction unit 131 is used for performing entity word correction, punctuation correction, regulation correction and smooth optimization processing on the content in the return access questionnaire.
For more details, reference may be made to the preceding description of fig. 1, which is not detailed here.
The embodiment of the invention has the following beneficial effects:
the embodiment of the invention provides a processing method and a system for customer service return visit, which are used for determining the service type of the customer return visit and obtaining a session template corresponding to the service type; actively initiating conversation communication with a client, and asking questions to the client according to questions in the conversation template; receiving voice reply data of a client, and performing voice recognition; and performing voice recognition on the voice contents stated by the two parties in the return visit process of the client in real time, converting the voice contents into characters, forming a return visit questionnaire, and storing the return visit questionnaire. By implementing the invention, the intellectualization degree of return visit of the client can be improved, and the return visit effect is improved; meanwhile, corresponding services can be provided for different customers, and the personalization degree is high; thereby improving the efficiency and the use experience of the visited client.
The present invention is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the invention. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
While the invention has been described in connection with what is presently considered to be the most practical and preferred embodiment, it is to be understood that the invention is not to be limited to the disclosed embodiment, but on the contrary, is intended to cover various modifications and equivalent arrangements included within the spirit and scope of the appended claims.
Claims (9)
1. A processing method for customer service return visit is characterized by comprising the following steps:
step S10, determining the service type of the client return visit, and obtaining the conversation template corresponding to the service type, wherein the conversation template comprises a plurality of voice questions; the service types include: marketing, consultation, return visit and survey tasks;
step S11, actively initiating conversation communication with the client, and asking questions to the client according to the questions in the conversation template;
step S12, receiving the voice reply data of the client, and performing voice recognition;
and step S13, performing voice recognition on the voice contents stated by the two parties in the return visit process of the client in real time, converting the voice contents into characters, forming a return visit questionnaire, and storing the return visit questionnaire.
2. The method of claim 1, further comprising:
different conversation templates are pre-constructed aiming at different specific tasks, user figures corresponding to the clients of different service types are drawn based on the clients of different service types, and the conversation templates are correspondingly adjusted to obtain the conversation templates corresponding to specific task types and specific service crowds.
3. The method of claim 2, wherein in step S11, the identity of the current client is determined, a user representation of the client is obtained, and a corresponding session template is selected.
4. The method according to any one of claims 1 to 3, wherein in the step S13, further comprising:
and judging the relevance of the answer and the task according to the recognition result of the voice reply data of the client, and if the relevance of the answer and the task is lower than a preset threshold value, selecting a standby voice question in the conversation template to ask the client again, and guiding the standby voice question to the original flow.
5. The method of claim 4, wherein the step S13 further comprises:
and performing entity word correction, punctuation correction, regulation correction and spoken language smoothness optimization processing on the contents in the return access questionnaire.
6. A processing system for customer service revisit, comprising the steps of:
a service type determining unit, configured to determine a service type of a return visit of a client, and obtain a session template corresponding to the service type, where the service type includes: marketing, consultation, return visit and survey tasks; the conversation template comprises a plurality of voice questions;
the conversation initiating unit is used for actively initiating conversation communication with the client and asking questions to the client according to the questions in the conversation template;
the reply identification unit is used for receiving voice reply data of the client and carrying out voice identification;
and the questionnaire forming unit is used for carrying out voice recognition on the voice contents stated by the two parties in the return visit process of the client in real time, converting the voice contents into characters, forming a return visit questionnaire and storing the return visit questionnaire.
7. The system of claim 6, further comprising:
and the session template generating unit is used for pre-constructing different session templates aiming at different specific tasks, drawing user figures corresponding to the clients of all service types based on the clients of different service types, and correspondingly adjusting the session templates to obtain the session templates corresponding to specific task types and specific service crowds.
8. The system of claim 7, wherein the traffic type determining unit further comprises:
and the selection processing unit is used for determining the identity of the current client, obtaining the user portrait of the client and selecting the corresponding session template.
9. The system of any one of claims 6 to 8, wherein the questionnaire forming unit further comprises:
the correlation processing unit is used for judging the correlation between the answer and the task according to the recognition result of the voice reply data of the client, and selecting a standby voice question in the conversation template to ask the client again if the correlation between the answer and the task is lower than a preset threshold;
and the text correction unit is used for performing entity word correction, punctuation correction, regulation correction and spoken language smoothness optimization processing on the contents in the return access questionnaire.
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Application publication date: 20210105 |