CN113435999A - Service processing method, device and system - Google Patents
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Abstract
The present disclosure provides a business processing method, which can be applied to the financial field and the computer technical field. The service processing method comprises the following steps: responding to a first service processing request sent by a user based on an incoming call service, and acquiring identity identification information of the user; acquiring historical access information associated with the identity identification information according to the identity identification information; determining a target voice response template suitable for the user according to the historical access information; and responding to the first service processing request based on the target voice response template. The present disclosure also provides a service processing apparatus, system, device, storage medium and program product.
Description
Technical Field
The present disclosure relates to the field of finance and computer technology, and more particularly, to a method, an apparatus, and a system for processing a service, a device, a medium, and a program product.
Background
In the current financial industry, excellent service quality is provided for users, which is a target pursued by each financial institution, and the quality of the service quality directly determines the leaving of old users and the joining willingness of new users. Telephone banks are the most direct way for various financial institutions to provide services externally, and the interaction channel provided by the telephone banks is obviously particularly important.
In the related art, after a telephone bank connects an incoming call of a user, the user usually communicates with the user directly according to a preset telephone operation, and the user experience is poor.
Disclosure of Invention
In view of the foregoing, the present disclosure provides a service processing method, apparatus, system, device, medium, and program product.
According to a first aspect of the present disclosure, a service processing method is provided, including:
responding to a first service processing request sent by a user based on an incoming call service, and acquiring identity identification information of the user;
acquiring historical access information associated with the identity identification information according to the identity identification information;
determining a target voice response template applicable to the user according to the historical access information; and
and responding the first service processing request based on the target voice response template.
According to an embodiment of the present disclosure, the historical access information includes first historical access information and second historical access information; wherein,
the first historical access information comprises historical behavior data of the user; wherein the historical behavior data comprises operation behaviors initiated by the user in response to business processing directions;
the second historical access information includes the number of times the user initiates the service processing request.
According to an embodiment of the present disclosure, the determining a target voice response template applicable to the user according to the historical access information includes:
and switching a first default voice response template to the target voice response template when the first historical access information meets a first preset condition and the second historical access information meets a second preset condition, wherein the target voice response template is generated according to the historical behavior data of the user and the first default voice response template.
According to an embodiment of the present disclosure, the first default voice response template includes N service processing guidelines arranged according to a preset order;
the target voice response template is generated by the following operations:
and changing the arrangement sequence of the N service processing indexes in the first default voice response template according to the operation behavior initiated by the user in response to the service processing indexes.
According to an embodiment of the present disclosure, after determining the target voice response template according to the historical access information, the method further includes:
and responding to the second service processing request of the user for transferring the artificial customer service, and determining an artificial voice response template.
According to an embodiment of the present disclosure, the determining the artificial voice response template in response to the second service processing request for forwarding the artificial customer service by the user includes:
under the condition that the second historical access information does not meet the second preset condition, a second default voice response template is used for responding to the second service processing request;
performing voice recognition on the second service processing request to generate an emotion recognition result;
and under the condition that the emotion recognition result represents the emotion of the target type, switching the second default voice response template to the artificial voice response template, wherein the artificial voice response template comprises a placating statement generated according to a preset corpus.
According to an embodiment of the present disclosure, after determining the target voice response template applicable to the user according to the historical access information, the method further includes:
and in the case that the operation behavior initiated by the user in response to the business processing guidance of the target voice response template comprises consulting financial products, sending financial product information associated with the financial products consulted by the user to the user based on an outbound service.
According to an embodiment of the present disclosure, after the artificial voice response template is used to respond to the second service processing request, the method further includes:
and sending preferential information to the user based on the outbound service under the condition that the emotion recognition result represents the emotion of the target type.
A second aspect of the present disclosure provides a service processing apparatus, including:
the first acquisition module is used for responding to a first service processing request sent by a user based on an incoming call service and acquiring the identity information of the user;
the second acquisition module is used for acquiring historical access information associated with the identity identification information according to the identity identification information; and
a determining module, configured to determine a target voice response template applicable to the user according to the historical access information;
and the response module is used for responding the first service processing request based on the target voice response template.
A third aspect of the present disclosure provides a service processing system, including:
the receiving end is used for receiving a first business processing request sent by a user based on the incoming call service;
the server side is used for executing the following operations:
responding to a first service processing request sent by a user based on an incoming call service, and acquiring identity identification information of the user;
acquiring historical access information associated with the identity identification information according to the identity identification information;
determining a target voice response template applicable to the user according to the historical access information; and
responding the first service processing request based on the target voice response template; and
and the service processing terminal is used for processing the first service processing request by utilizing the target voice response template.
A fourth aspect of the present disclosure provides an electronic device, comprising: one or more processors; a memory for storing one or more programs, wherein the one or more programs, when executed by the one or more processors, cause the one or more processors to perform the business processing method described above.
The fifth aspect of the present disclosure also provides a computer-readable storage medium having executable instructions stored thereon, which when executed by a processor, cause the processor to perform the above-mentioned service processing method.
A sixth aspect of the present disclosure also provides a computer program product comprising a computer program which, when executed by a processor, implements the above-described service processing method.
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The foregoing and other objects, features and advantages of the disclosure will be apparent from the following description of embodiments of the disclosure, which proceeds with reference to the accompanying drawings, in which:
fig. 1 schematically illustrates an application scenario diagram of a service processing method, apparatus and system according to an embodiment of the present disclosure;
FIG. 2 schematically shows a flow diagram of a traffic handling method according to an embodiment of the present disclosure;
FIG. 3 schematically illustrates a flow chart for determining an artificial voice response template in response to a user forwarding a second business process request for artificial customer service in accordance with an embodiment of the disclosure;
FIG. 4 schematically illustrates a diagram for determining an artificial voice response template in response to a user forwarding a second business process request for artificial customer service according to an embodiment of the disclosure;
fig. 5 schematically shows a block diagram of a structure of a traffic processing apparatus according to an embodiment of the present disclosure;
FIG. 6 schematically shows a block diagram of a business processing system according to an embodiment of the present disclosure; and
fig. 7 schematically shows a block diagram of an electronic device adapted to implement a traffic processing method according to an embodiment of the present disclosure.
Detailed Description
Hereinafter, embodiments of the present disclosure will be described with reference to the accompanying drawings. It should be understood that the description is illustrative only and is not intended to limit the scope of the present disclosure. In the following detailed description, for purposes of explanation, numerous specific details are set forth in order to provide a thorough understanding of the embodiments of the disclosure. It may be evident, however, that one or more embodiments may be practiced without these specific details. Moreover, in the following description, descriptions of well-known structures and techniques are omitted so as to not unnecessarily obscure the concepts of the present disclosure.
The terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the disclosure. The terms "comprises," "comprising," and the like, as used herein, specify the presence of stated features, steps, operations, and/or components, but do not preclude the presence or addition of one or more other features, steps, operations, or components.
All terms (including technical and scientific terms) used herein have the same meaning as commonly understood by one of ordinary skill in the art unless otherwise defined. It is noted that the terms used herein should be interpreted as having a meaning that is consistent with the context of this specification and should not be interpreted in an idealized or overly formal sense.
Where a convention analogous to "at least one of A, B and C, etc." is used, in general such a construction is intended in the sense one having skill in the art would understand the convention (e.g., "a system having at least one of A, B and C" would include but not be limited to systems that have a alone, B alone, C alone, a and B together, a and C together, B and C together, and/or A, B, C together, etc.).
Telephone bank is generally composed of two parts of self-service voice and manual seat, and all-weather service consultation and handling are provided in 7 x 24 hours, so that on one hand, the incoming call of a user is received to solve the problem, and on the other hand, the incoming call is actively called to the outside to carry out service marketing to a proper user.
In summary, when the telephone bank performs interactive service with the user, there are two main ways of self-service voice and manual customer service, but the service forms and the ubiquitous problems provided by the two ways are as follows:
1. self-service voice: the user firstly enters a self-service voice reading scene after dialing a hotline of a telephone bank, and the bank provides operation guidance for the user through a preset voice template, such as a balance inquiry request is pressed to 1, a loss report request is pressed to 2, or the voice requirement of the user is directly received to carry out corresponding service. The user can carry out voice or key interaction according to the prompt in the process of listening to the voice reading, and can also switch to manual service when necessary, thereby carrying out corresponding business consultation or handling. But current self-service voice is reported and read the order fixedly, if the business that the user often handled is in the position that the order is reported and read comparatively back to the voice or in darker voice broadcast menu route, then the user all needs to wait for longer voice broadcast time at every turn, experiences poorly.
2. Artificial seating: when a user switches to a manual agent for manual interaction, most of the current agent services are routine service flows, and active identification is lacked for some users with special requirements. If the user who frequently calls recently may have not satisfied the previous service quality, and after calling for many times, different customer service personnel still need to know the user's needs through routine inquiry; or some users send a call to a telephone bank for a plurality of times in the near term to know the relevant information of a certain financial product, and the users are identified to carry out fixed-point marketing, so that a better interaction effect can be obtained.
In order to at least partially solve the technical problems in the related art, the present disclosure provides a business processing method, which can be applied to the financial field and the computer technology field. The service processing method comprises the following steps: responding to a first service processing request sent by a user based on an incoming call service, and acquiring identity identification information of the user; acquiring historical access information associated with the identity identification information according to the identity identification information; determining a target voice response template suitable for the user according to the historical access information; and responding to the first service processing request based on the target voice response template. The present disclosure also provides a service processing apparatus, system, device, storage medium and program product.
It should be noted that the method, the apparatus, and the system determined by the embodiments of the present disclosure may be applied to the financial field and the computer technology field, and may also be applied to any field other than the financial field and the computer technology field.
Fig. 1 schematically shows an application scenario diagram of a service processing method, apparatus and system according to an embodiment of the present disclosure.
As shown in fig. 1, the application scenario 100 according to this embodiment may include terminal devices 101, 102, 103, a network 104 and a server 105. The network 104 serves as a medium for providing communication links between the terminal devices 101, 102, 103 and the server 105. Network 104 may include various connection types, such as wired, wireless communication links, or fiber optic cables, to name a few.
The user may use the terminal devices 101, 102, 103 to interact with the server 105 via the network 104 to receive or send messages or the like. The terminal devices 101, 102, 103 may have various communication client applications installed thereon, such as shopping applications, web browser applications, search applications, instant messaging tools, mailbox clients, social platform software, etc. (by way of example only).
The terminal devices 101, 102, 103 may be various electronic devices having a display screen and supporting web browsing, including but not limited to smart phones, tablet computers, laptop portable computers, desktop computers, and the like.
The server 105 may be a server providing various services, such as a background management server (for example only) providing support for websites browsed by users using the terminal devices 101, 102, 103. The background management server may analyze and perform other processing on the received data such as the user request, and feed back a processing result (e.g., a webpage, information, or data obtained or generated according to the user request) to the terminal device.
It should be noted that the service processing method provided by the embodiment of the present disclosure may be generally executed by the server 105. Accordingly, the service processing apparatus and system provided by the embodiments of the present disclosure may be generally disposed in the server 105. The service processing method provided by the embodiment of the present disclosure may also be executed by a server or a server cluster that is different from the server 105 and is capable of communicating with the terminal devices 101, 102, 103 and/or the server 105. Correspondingly, the service processing apparatus and system provided by the embodiment of the present disclosure may also be disposed in a server or a server cluster different from the server 105 and capable of communicating with the terminal devices 101, 102, 103 and/or the server 105.
It should be understood that the number of terminal devices, networks, and servers in fig. 1 is merely illustrative. There may be any number of terminal devices, networks, and servers, as desired for implementation.
The service processing method of the disclosed embodiment will be described in detail below with reference to fig. 2 to 4 based on the scenario described in fig. 1.
Fig. 2 schematically shows a flow chart of a traffic processing method according to an embodiment of the present disclosure.
As shown in fig. 2, the service process of this embodiment includes operations S201 to S204.
In operation S201, in response to a first service processing request sent by a user based on an incoming service, identity information of the user is acquired.
According to an embodiment of the present disclosure, the user may initiate the first service processing request by, for example, making a telephone call.
According to the embodiment of the disclosure, after receiving a first service processing request initiated by a user in a telephone dialing mode, the first service processing request can be responded in a self-service voice mode.
According to the embodiment of the present disclosure, the identification information may be, for example, a telephone number of the user, but is not limited thereto, and may also be other information that may characterize the identity of the user, such as an identification number, a bank card number, and the like.
In operation S202, historical access information associated with the identification information is acquired according to the identification information.
According to the embodiment of the disclosure, historical access information associated with the identity information can be acquired from a pre-configured knowledge base according to the identity information.
According to the embodiment of the present disclosure, if the user initiates one or more service processing requests before initiating the first service processing request, the service processing information of the user during the one or more service processing requests initiated before initiating the first service processing request can be stored in the knowledge base, so as to form the historical access information of the user.
According to the embodiment of the disclosure, the service processing information may include one or more of service processing request initiation time, call duration and user operation, for example.
In operation S203, a target voice response template applicable to the user is determined according to the historical access information.
According to an embodiment of the present disclosure, the target voice response template may include a voice response template that is adapted to the user's historical access information.
In operation S204, the first service processing request is answered based on the target voice response template.
According to the method and the device, the historical behavior of the user is analyzed to form the historical access information, when the user initiates a service request, the service processing request of the user is processed according to the voice response template adaptive to the historical access information of the user, and the voice response template is more adaptive to the behavior habit of the user, so that the technical problem of poor user experience caused by communication with the user according to the preset speech technique in the related technology can be at least partially solved, and the user experience is improved.
According to an embodiment of the present disclosure, the historical access information includes first historical access information and second historical access information.
According to an embodiment of the present disclosure, the first historical access information includes historical behavior data of the user; wherein the historical behavior data comprises operational behaviors initiated by the user in response to the business process directions.
According to the embodiment of the disclosure, the second historical access information includes the number of times the user initiated the service processing request.
According to the embodiment of the disclosure, for example, before the user initiates the service request, the user also initiates a service processing request three times, wherein in the service processing request three times, all the operations initiated by the user in response to the service processing guidance are reported, so that the operation of reporting the loss of the user can be recorded to form the first historical access information, and the operation of recording the operation three times is recorded to form the second historical access information.
According to an embodiment of the present disclosure, operation S203 further includes the operations of:
and under the condition that the first historical access information meets a first preset condition and the second historical access information meets a second preset condition, switching the first default voice response template to a target voice response template, wherein the target voice response template is generated according to the historical behavior data of the user and the first default voice response template.
According to the embodiment of the disclosure, after receiving the first service processing request of the user, the user may be responded with the first default voice response template by default.
According to an embodiment of the present disclosure, the first preset condition may include, for example: and in a preset time period, the operation times of the user are more than or equal to the preset times.
According to an embodiment of the present disclosure, for example, the first preset condition may be: in one week, the number of times of the balance inquiring operation selected by the user is more than or equal to 3.
According to an embodiment of the present disclosure, the second preset condition may include, for example: the number of times that the user initiates the service processing request is greater than a preset threshold, and the preset threshold may be, for example, one time, two times or three times; but not limited to, the second preset condition may also include, for example, that the number of times that the user initiates the service processing request within the preset time period is greater than a preset threshold, and for example, the second preset condition may be: the number of times that the user initiates a service request in one month is more than two.
According to the embodiment of the present disclosure, the first preset condition and the second preset condition may be flexibly set by a person skilled in the art according to an actual application scenario and an application requirement, and the above description of the first preset condition and the second preset condition is only used to help the person skilled in the art understand the embodiment of the present disclosure, and is not used to make any improper limitation on the embodiment of the present disclosure.
According to the embodiment of the disclosure, when the first historical access information meets the first preset condition and the second historical access information meets the second preset condition, that is, the business processing method of the embodiment of the disclosure has learned the behavior habit of the user to a certain extent, so that a proper target voice response template can be selected for the user according to the behavior habit of the user, so as to improve the user experience.
According to an embodiment of the present disclosure, the first default voice response template includes N traffic handling directions arranged in a preset order. Wherein N may be a positive integer greater than 1.
According to an embodiment of the present disclosure, the first default voice response template may be a self-service voice response template.
According to an embodiment of the present disclosure, the first default voice response template may be, for example: please press 1 for balance inquiry, 2 for loss report, 3 for card transaction, etc.
According to an embodiment of the present disclosure, a target voice response template is generated by:
and changing the arrangement sequence of the N service processing indexes in the first default voice response template according to the operation behavior initiated by the user in response to the service processing indexes.
According to the embodiment of the disclosure, the arrangement order of the N service processing indexes in the first default voice response template may be changed according to the first access information.
According to the embodiment of the present disclosure, the first access information may be, for example, that all operations initiated by the user in response to the service processing guidance are missed in three service processing requests initiated by the user before initiating the service request, and the second broadcast may be adjusted to the first broadcast from the "missed report request press 2" in the first default voice response template, so as to generate the target voice response template, for example, the target voice response template may be "missed report request press 1, query balance request press 2, and card transaction request press 3".
According to another embodiment of the present disclosure, if the user has multiple operations, the number of operations is greater than or equal to the preset number within the preset time period, the multiple operations may be first sorted in descending order according to the number of operations to form a first operation sequence, and then the target voice response template may be generated according to the first operation sequence. For example, the user selects "transact card" 4 times, selects "report loss" 5 times, selects "query balance" 3 times within one month, and generates a first operation sequence { query balance, report loss, transact card } according to the user's operation times, so that a target voice response template "report loss please press 1, transact card please press 2, query balance please press 3 can be generated according to the first operation sequence.
According to another embodiment of the present disclosure, if the number of operations of a plurality of operations in a preset time period is greater than or equal to a preset number, the plurality of operations may be first arranged in a descending order according to a preset threshold to form a second operation sequence, and then a target voice response template may be generated according to the second operation sequence. For example, the number of times that the user has three operations of card transaction, loss report and balance inquiry within a preset time period is greater than or equal to a preset number of times, wherein a preset threshold of "card transaction" may be 0.4, a preset threshold of "loss report" may be 0.5, a preset threshold of "balance inquiry" may be 0.3, and a second operation sequence { balance inquiry, loss report and card transaction } may be generated according to the thresholds of the multiple operations, so that a target voice response template "loss report press 1, card transaction press 2 and balance inquiry press 3 may be generated according to the second operation sequence.
According to the embodiment of the disclosure, the arrangement sequence of the business processing guide in the first default template is changed according to the first access information of the user, so that the user selects more business processing guides to be arranged in the target voice response template in the front, the waiting time of the user can be reduced, and the user experience is improved.
According to the embodiment of the disclosure, when the first historical access information does not satisfy the first preset condition or the second historical access information does not satisfy the second preset condition, the first service processing request of the user can be continuously responded by using the first default response template.
According to the embodiment of the present disclosure, after operation S203, the service processing method further includes the following operations:
and determining an artificial voice response template in response to the second service processing request of the user for transferring the artificial customer service.
According to the embodiment of the disclosure, the self-service voice response generally cannot meet some personalized requirements of the user, and therefore, the user may require switching to manual customer service.
According to the embodiment of the disclosure, after the manual customer service is transferred, the manual customer service generally communicates with the user by using the pre-designed communication technique, however, for some users with special requirements, or users already communicate with the manual customer service before, and when the prior service quality is not satisfactory, if the users still communicate according to the pre-designed communication technique, the users are often not satisfied or have a conflicting mood,
FIG. 3 schematically illustrates a flow chart for determining an artificial voice response template in response to a user forwarding a second business process request for artificial customer service according to an embodiment of the disclosure.
As shown in fig. 3, the determining of the artificial voice response template in response to the user switching the second service processing request of the artificial customer service according to the embodiment includes operations S301 to S303.
In operation S301, in case that the second history access information does not satisfy the second preset condition, the second service processing request is answered using a second default voice response template.
According to the embodiment of the disclosure, the fact that the second historical access information does not meet the second preset condition means that the number of times of communication between the user and the artificial customer service is small, or the artificial customer service is switched for the first time, at this time, the behavior habit of the user is not known, and therefore the second service processing request can be responded by using the second default voice response template.
According to an embodiment of the present disclosure, the second default voice response template may be, for example, a preset dialect.
In operation S302, speech recognition is performed on the second service processing request, and an emotion recognition result is generated.
According to the embodiment of the disclosure, in the process of communicating with the artificial customer service, the user may have dissatisfaction with the dialect of the artificial customer service, and the dissatisfaction is usually brought out through the expression of the user, so that the emotion of the user can be judged in a mode of carrying out voice recognition on the expression of the user.
According to the embodiment of the disclosure, after the voice recognition is performed on the second service processing request, the text may be generated first, and then the keyword extraction is performed on the text, so as to generate the emotion recognition result.
In operation S303, under the condition that the emotion recognition result represents the emotion of the target type, the second default voice response template is switched to the artificial voice response template, where the artificial voice response template includes a placating sentence generated according to the preset corpus.
According to an embodiment of the present disclosure, the artificial voice response template may be generated by adding a placard sentence to the second default voice response template.
According to another embodiment of the present disclosure, a third default voice response template may also be obtained, and then an artificial voice response template may be generated by adding a placard sentence to the third default voice response template.
According to embodiments of the present disclosure, the target type of emotion may include, for example, emotions that are discontented with respect to human customer compliance, such as anger, restlessness, anxiety, and the like.
FIG. 4 schematically illustrates a diagram for determining an artificial voice response template in response to a user forwarding a second business process request for artificial customer service according to an embodiment of the disclosure.
According to the embodiment of the disclosure, 401 may represent a user, 402 may represent a human customer service communicating with the user, and 406 may represent a server deployed with the service processing method provided by the embodiment of the disclosure.
According to an embodiment of the disclosure, as an example, user 401 has an expression 403 "this question I said too many times I, I complain you! "so that the expression of the user 401 can be subjected to voice recognition, a text 404" this question i says so many times i want to complain you "is generated, then keyword extraction is performed on the text 404, and a result 406" complain "of emotion recognition is generated, so that the server 406 can generate a soothing sentence according to a preset expectation, add the soothing sentence to the second default voice response model 407, and generate an artificial voice response template 408, so that the artificial customer service can continue to communicate with the user 401 according to the soothing sentence provided in the artificial voice response template 408, and soothe the emotion of the user 401.
According to the embodiment of the disclosure, in the case that the emotion recognition result represents the emotion of the target type, the emotion tag can be generated, and the emotion tag is stored in the knowledge base, so that the third history access information is generated.
It should be noted that, in the technical solution of the present disclosure, the acquisition, storage, application, and the like of the personal information of the related user all conform to the regulations of the related laws and regulations, and necessary security measures are taken without violating the good customs of the public order.
According to the embodiment of the disclosure, under the condition that the second historical access information meets the second preset condition, that is, the user has initiated at least one service processing request before initiating the service request, the first historical access information and the third historical access information of the user can be acquired, and the first historical access information and the third historical access information are displayed to the artificial customer service, so that the artificial customer service can know the historical emotion label and the historical operation behavior of the user, and the emotion guidance type conversation can be displayed to the artificial customer service, so that the artificial customer service can optimize the service.
According to the embodiment of the present disclosure, after the artificial voice response template is used to respond to the second service processing request, the service processing method provided in the embodiment of the present disclosure further includes:
and sending preferential information to the user based on the outbound service under the condition that the emotion recognition result represents the emotion of the target type.
According to the embodiment of the disclosure, after the service processing is finished, the manual customer service can actively make a call to the user with the target type of emotion in the telephone communication, and provides activity information such as annual fee deduction and coupon issuing for the user, so that discontent emotion of the user is further soothed, and user experience is improved.
According to the embodiment of the present disclosure, after operation S203, the service processing method further includes the following operations:
in the case where the operational behavior initiated by the user in response to the business process direction of the target voice response template includes consulting a financial product, sending financial product information associated with the financial product consulted by the user to the user based on the outbound service.
According to the embodiment of the disclosure, for example, the user selects to consult one or more financial products under the guidance of the business processing, after the business processing is finished, the artificial customer service can actively dial the phone of the user, recommend other financial products related to the financial products consulted with the user, or further introduce the financial products consulted with the user to the user, so as to realize the benign interaction with the user.
Based on the service processing method, the disclosure also provides a service processing device. The apparatus will be described in detail below with reference to fig. 5.
Fig. 5 schematically shows a block diagram of a service processing apparatus according to an embodiment of the present disclosure.
As shown in fig. 5, the service processing apparatus 500 of this embodiment includes a first obtaining module 501, a second obtaining module 502, a determining module 503, and a responding module 504.
The first obtaining module 501 is configured to obtain identity information of a user in response to a first service processing request sent by the user based on an incoming call service. In an embodiment, the first obtaining module 501 may be configured to perform the operation S201 described above, which is not described herein again.
The second obtaining module 502 is configured to obtain historical access information associated with the identity information according to the identity information. In an embodiment, the second obtaining module 502 may be configured to perform the operation S202 described above, which is not described herein again.
The determining module 503 is configured to determine a target voice response template applicable to the user according to the historical access information. In an embodiment, the determining module 503 may be configured to perform the operation S203 described above, which is not described herein again.
The response module 504 is configured to respond to the first service processing request based on the target voice response template. In an embodiment, the determining module 504 may be configured to perform the operation S204 described above, which is not described herein again.
According to an embodiment of the present disclosure, the historical access information includes first historical access information and second historical access information; wherein,
the first historical access information comprises historical behavior data of the user; wherein the historical behavior data comprises operation behaviors initiated by a user in response to the business processing guide;
the second historical access information includes a number of times the user initiated the service processing request.
According to an embodiment of the present disclosure, the determining module includes a switching unit.
And the switching unit is used for switching the first default voice response template to a target voice response template under the condition that the first historical access information meets a first preset condition and the second historical access information meets a second preset condition, wherein the target voice response template is generated according to the historical behavior data of the user and the first default voice response template.
According to an embodiment of the present disclosure, the first default voice response template includes N traffic handling directions arranged in a preset order.
According to an embodiment of the present disclosure, the switching unit includes a generating subunit.
And the generating subunit is used for changing the arrangement sequence of the N service processing indexes in the first default voice response template according to the operation behavior initiated by the user in response to the service processing indexes.
According to the embodiment of the disclosure, the service processing device further comprises a switching module.
And the switching module is used for responding to a second service processing request of the user switching the artificial customer service and determining the artificial voice response template.
According to an embodiment of the present disclosure, a transit module includes a response unit, an identification unit, and a switching unit.
And the response unit is used for responding the second service processing request by using a second default voice response template under the condition that the second historical access information does not meet a second preset condition.
The recognition unit is used for carrying out voice recognition on the second service processing request to generate an emotion recognition result;
and the switching unit is used for switching the second default voice response template to the artificial voice response template under the condition that the emotion recognition result represents the emotion of the target type, wherein the artificial voice response template comprises a placating statement generated according to the preset corpus.
According to an embodiment of the disclosure, the determining module further comprises a recommending unit.
And the recommending unit is used for sending the financial product information associated with the financial product consulted by the user to the user based on the outbound service in the case that the operation behavior initiated by the user in response to the business processing guidance of the target voice response template comprises consulting the financial product.
According to an embodiment of the present disclosure, the patching module further includes a sending unit.
And the sending unit is used for sending the preference information to the user based on the outbound service under the condition that the emotion recognition result represents the emotion of the target type.
Based on the service processing method, the disclosure also provides a service processing system. This system will be described in detail below in conjunction with fig. 6.
Fig. 6 schematically shows a block diagram of a service processing system according to an embodiment of the present disclosure.
As shown in fig. 6, the service processing system 600 of this embodiment includes a receiving end 601, a service end 602, and a service processing end 603.
A receiving end 601, configured to receive a first service processing request sent by a user based on an incoming service;
a server 602, configured to perform the following operations:
responding to a first service processing request sent by a user based on an incoming call service, and acquiring identity identification information of the user;
acquiring historical access information associated with the identity identification information according to the identity identification information;
determining a target voice response template suitable for the user according to the historical access information; and
the first business processing request is answered based on the target voice response template. And
the service processing terminal 603 is configured to process the first service processing request by using the target voice response template.
According to the embodiment of the present disclosure, any plurality of the first obtaining module 501, the second obtaining module 502, the determining module 503 and the responding module 504 may be combined and implemented in one module, or any one of them may be split into a plurality of modules. Alternatively, at least part of the functionality of one or more of these modules may be combined with at least part of the functionality of the other modules and implemented in one module. According to an embodiment of the present disclosure, at least one of the first obtaining module 501, the second obtaining module 502, the determining module 503 and the responding module 504 may be implemented at least partially as a hardware circuit, such as a Field Programmable Gate Array (FPGA), a Programmable Logic Array (PLA), a system on a chip, a system on a substrate, a system on a package, an Application Specific Integrated Circuit (ASIC), or may be implemented by hardware or firmware in any other reasonable manner of integrating or packaging a circuit, or may be implemented in any one of three implementations of software, hardware and firmware, or in a suitable combination of any of them. Alternatively, at least one of the first obtaining module 501, the second obtaining module 502, the determining module 503 and the responding module 504 may be at least partially implemented as a computer program module, which when executed may perform a corresponding function.
Fig. 7 schematically shows a block diagram of an electronic device adapted to implement a traffic processing method according to an embodiment of the present disclosure.
As shown in fig. 7, an electronic device 700 according to an embodiment of the present disclosure includes a processor 701, which can perform various appropriate actions and processes according to a program stored in a Read Only Memory (ROM)702 or a program loaded from a storage section 708 into a Random Access Memory (RAM) 703. The processor 701 may include, for example, a general purpose microprocessor (e.g., a CPU), an instruction set processor and/or associated chipset, and/or a special purpose microprocessor (e.g., an Application Specific Integrated Circuit (ASIC)), among others. The processor 701 may also include on-board memory for caching purposes. The processor 701 may comprise a single processing unit or a plurality of processing units for performing the different actions of the method flows according to embodiments of the present disclosure.
In the RAM 703, various programs and data necessary for the operation of the electronic apparatus 700 are stored. The processor 701, the ROM 702, and the RAM 703 are connected to each other by a bus 704. The processor 701 performs various operations of the method flows according to the embodiments of the present disclosure by executing programs in the ROM 702 and/or the RAM 703. It is noted that the programs may also be stored in one or more memories other than the ROM 702 and RAM 703. The processor 701 may also perform various operations of method flows according to embodiments of the present disclosure by executing programs stored in the one or more memories.
The present disclosure also provides a computer-readable storage medium, which may be contained in the apparatus/device/system described in the above embodiments; or may exist separately and not be assembled into the device/apparatus/system. The computer-readable storage medium carries one or more programs which, when executed, implement the method according to an embodiment of the disclosure.
According to embodiments of the present disclosure, the computer-readable storage medium may be a non-volatile computer-readable storage medium, which may include, for example but is not limited to: a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the present disclosure, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device. For example, according to embodiments of the present disclosure, a computer-readable storage medium may include the ROM 702 and/or the RAM 703 and/or one or more memories other than the ROM 702 and the RAM 703 described above.
Embodiments of the present disclosure also include a computer program product comprising a computer program containing program code for performing the method illustrated in the flow chart. When the computer program product runs in a computer system, the program code is used for causing the computer system to realize the business processing method provided by the embodiment of the disclosure.
The computer program performs the above-described functions defined in the system/apparatus of the embodiments of the present disclosure when executed by the processor 701. The systems, apparatuses, modules, units, etc. described above may be implemented by computer program modules according to embodiments of the present disclosure.
In one embodiment, the computer program may be hosted on a tangible storage medium such as an optical storage device, a magnetic storage device, or the like. In another embodiment, the computer program may also be transmitted in the form of a signal on a network medium, distributed, downloaded and installed via the communication section 709, and/or installed from the removable medium 711. The computer program containing program code may be transmitted using any suitable network medium, including but not limited to: wireless, wired, etc., or any suitable combination of the foregoing.
In such an embodiment, the computer program can be downloaded and installed from a network through the communication section 709, and/or installed from the removable medium 711. The computer program, when executed by the processor 701, performs the above-described functions defined in the system of the embodiment of the present disclosure. The systems, devices, apparatuses, modules, units, etc. described above may be implemented by computer program modules according to embodiments of the present disclosure.
In accordance with embodiments of the present disclosure, program code for executing computer programs provided by embodiments of the present disclosure may be written in any combination of one or more programming languages, and in particular, these computer programs may be implemented using high level procedural and/or object oriented programming languages, and/or assembly/machine languages. The programming language includes, but is not limited to, programming languages such as Java, C + +, python, the "C" language, or the like. The program code may execute entirely on the user computing device, partly on the user device, partly on a remote computing device, or entirely on the remote computing device or server. In the case of a remote computing device, the remote computing device may be connected to the user computing device through any kind of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or may be connected to an external computing device (e.g., through the internet using an internet service provider).
The flowchart and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present disclosure. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams or flowchart illustration, and combinations of blocks in the block diagrams or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.
Those skilled in the art will appreciate that various combinations and/or combinations of features recited in the various embodiments and/or claims of the present disclosure can be made, even if such combinations or combinations are not expressly recited in the present disclosure. In particular, various combinations and/or combinations of the features recited in the various embodiments and/or claims of the present disclosure may be made without departing from the spirit or teaching of the present disclosure. All such combinations and/or associations are within the scope of the present disclosure.
The embodiments of the present disclosure have been described above. However, these examples are for illustrative purposes only and are not intended to limit the scope of the present disclosure. Although the embodiments are described separately above, this does not mean that the measures in the embodiments cannot be used in advantageous combination. The scope of the disclosure is defined by the appended claims and equivalents thereof. Various alternatives and modifications can be devised by those skilled in the art without departing from the scope of the present disclosure, and such alternatives and modifications are intended to be within the scope of the present disclosure.
Claims (13)
1. A service processing method comprises the following steps:
responding to a first service processing request sent by a user based on an incoming call service, and acquiring identity identification information of the user;
acquiring historical access information associated with the identity identification information according to the identity identification information;
determining a target voice response template applicable to the user according to the historical access information; and
and responding the first service processing request based on the target voice response template.
2. The method of claim 1, wherein the historical access information comprises first historical access information and second historical access information; wherein,
the first historical access information comprises historical behavior data of the user; wherein the historical behavior data comprises operational behavior initiated by the user in response to business process directions;
the second historical access information includes the number of times the user initiated a service processing request.
3. The method of claim 2, the determining a target voice response template applicable to the user from the historical access information comprising:
and switching a first default voice response template to the target voice response template under the condition that the first historical access information meets a first preset condition and the second historical access information meets a second preset condition, wherein the target voice response template is generated according to the historical behavior data of the user and the first default voice response template.
4. The method of claim 3, wherein the first default voice response template comprises N traffic handling directions arranged in a preset order;
the target voice response template is generated by:
and changing the arrangement sequence of the N service processing indexes in the first default voice response template according to the operation behavior initiated by the user responding to the service processing indexes.
5. The method of claim 2, after determining a target voice response template based on the historical access information, the method further comprising:
and responding to a second service processing request of the user for transferring the artificial customer service, and determining an artificial voice response template.
6. The method of claim 5, wherein said determining an artificial voice response template in response to said user forwarding a second business process request for artificial customer service comprises:
under the condition that the second historical access information does not meet the second preset condition, a second default voice response template is used for responding to the second service processing request;
performing voice recognition on the second service processing request to generate an emotion recognition result;
and under the condition that the emotion recognition result represents the emotion of the target type, switching the second default voice response template to the artificial voice response template, wherein the artificial voice response template comprises a placating statement generated according to a preset corpus.
7. The method of claim 1, after determining a target voice response template applicable to the user based on the historical access information, the method further comprising:
in the case where the operational behavior initiated by the user in response to the business process guidance of the target voice response template includes consulting a financial product, sending financial product information associated with the financial product consulted by the user to the user based on an outbound service.
8. The method of claim 6, after answering the second business process request with the artificial voice response template, further comprising:
and sending preferential information to the user based on the outbound service under the condition that the emotion recognition result represents the emotion of the target type.
9. A traffic processing apparatus, comprising:
the system comprises a first acquisition module, a second acquisition module and a first processing module, wherein the first acquisition module is used for responding to a first service processing request sent by a user based on an incoming call service and acquiring the identity identification information of the user;
the second acquisition module is used for acquiring historical access information associated with the identity identification information according to the identity identification information;
the determining module is used for determining a target voice response template suitable for the user according to the historical access information; and
and the response module is used for responding the first service processing request based on the target voice response template.
10. A business processing system comprising:
the receiving end is used for receiving a first business processing request sent by a user based on the incoming call service;
the server side is used for executing the following operations:
responding to a first service processing request sent by a user based on an incoming call service, and acquiring identity identification information of the user;
acquiring historical access information associated with the identity identification information according to the identity identification information;
determining a target voice response template applicable to the user according to the historical access information; and
responding the first service processing request based on the target voice response template; and
and the service processing terminal is used for processing the first service processing request by utilizing the target voice response template.
11. An electronic device, comprising:
one or more processors;
a storage device for storing one or more programs,
wherein the one or more programs, when executed by the one or more processors, cause the one or more processors to perform the method of any of claims 1-8.
12. A computer readable storage medium having stored thereon executable instructions which, when executed by a processor, cause the processor to perform the method of any one of claims 1 to 8.
13. A computer program product comprising a computer program which, when executed by a processor, implements a method according to any one of claims 1 to 8.
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