TWM646574U - Smart voice response service system - Google Patents

Abstract

An intelligent voice response service system includes a call voice response unit, a customer information database, a core question database and an intelligent voice translation unit. Among them, the call voice response unit can send an identity confirmation prompt message to the client call device, and can receive an identity confirmation reply message. If the identity confirmation reply message matches the customer information, the call voice response unit can send a core question voice data to the client call device and receive a core reply voice data. The smart voice translation unit can generate a core response voice data based on the core reply voice data. The body responds with text recognition data, and the call voice response unit sends a priority service notification to the customer service device with a high priority level. If the identity confirmation reply message does not match the customer information, the call voice response unit will send a general service notification with low priority to the customer service device.

Description

Smart voice response service system

The present invention relates to a service system, in particular to a smart voice response service system.

In order to provide customers with comprehensive consumer services, service-oriented industries such as life insurance and finance usually set up customer service hotlines so that customers can obtain the required business services through the customer service hotlines when they are unable to go to the service location or the service location is not open. In order to reduce the time customers wait for service and effectively utilize the manpower allocation of customer service personnel, existing customer service hotlines often use interactive voice response (IVR) systems to conduct preliminary preliminaries before customer service personnel officially serve incoming customers. Information provision, identity confirmation and other procedures to reduce the time waste of customer service staff and customers. However, existing interactive voice response systems can only provide customers with limited service options through preset menus, and the system can only receive messages provided by customers through options selection, information input, etc. This makes it more difficult for customers to use. It is inconvenient and fails to effectively reduce the workload of customer service staff.

Therefore, one of the purposes of the present invention is to provide an intelligent voice response service system that can solve the aforementioned problems.

Therefore, in some embodiments, the new smart voice response service system is suitable for use with at least one client device to provide at least one client communication device with a connection for calls. The smart voice response service system includes a call voice response unit, a customer information database, a core question database and a smart voice translation unit. The call voice response unit can be connected with the client call device to transmit voice data to each other. The customer information database contains multiple pieces of customer information. The verification question database contains multiple verification question data used for customer identity verification. The smart speech translation unit can convert speech data and text data into each other, and can analyze the speech data using natural language processing to generate text recognition data. Wherein, the call voice response unit can send an identity confirmation prompt message for prompting the customer to input personal identity information to the client call device, and can subsequently receive an identity confirmation reply message returned by the client call device. If the identity confirmation reply message matches one of the customer information in the customer information database, the smart voice translation unit can read at least one corresponding verification question data based on the identity confirmation reply message and convert it into a verification question voice The call voice response unit transmits the core question voice data to the client phone device, and then can receive a core reply voice data returned by the client phone device. The smart speech translation unit can generate a core reply text recognition data based on the core reply voice data, and the call voice response unit transmits a message with a high priority to allow the customer service device to prioritize the display of the core reply text recognition data. Priority service notifications are sent to the client device. If the identity confirmation reply message does not match the customer information, the call voice response unit will send a general service notification to the customer service device at a low priority level.

In some implementations, if the identity confirmation reply message matches at least one customer information in the customer information database, the call voice response unit can also send a request confirmation voice data to the client call device, and then receive A demand reply voice data returned by the client call device, the smart voice translation unit can also generate a demand reply text recognition data according to the demand reply voice data, so that the client device can display the demand reply voice data together with the priority service notification. Check the response text recognition data and the request response text recognition data.

In some implementations, if the identity confirmation reply message does not match the customer information, the call voice response unit will send an intention confirmation voice data to the client call device, and can then receive a call from the client. The intelligent speech translation unit can generate the incoming reply text recognition data based on the incoming reply voice data returned by the device, so that the customer service device can display the incoming reply text recognition data when receiving the general service notification.

In some implementations, the smart speech translation unit includes a speech recognition module capable of converting speech data into text data, a speech playback module capable of converting text data into speech data, and a speech recognition module for generating text recognition. Natural language processing module for data. The core question voice data is converted by the voice playback module, and the core answer text recognition data is generated by the cooperation of the speech recognition module and the natural language processing module.

The new model at least has the following functions: through the setting and cooperation of the call voice response unit, the customer information database, the core question database and the intelligent voice translation unit, the intelligent voice response service system can serve existing customers or non- Provide services to existing customers. When existing customers or non-existing customers use the customer service hotline, they can respond to the smart voice response service system in daily spoken language, which is more convenient and intuitive to use. In addition, the smart voice response service system can recognize the voice data sent by the client's phone device, which is daily spoken conversation, through the smart voice translation unit, and generate the core reply text recognition data required for providing customer service. Information such as the text recognition data of the demand reply and the text recognition data of the intended reply can speed up the work of customer service personnel and reduce the workload. On the other hand, by setting different priority levels of the priority service notification and the general service notification, customer service personnel can be given priority to serve existing customers, thereby ensuring the service quality for existing customers.

Referring to FIG. 1 and FIG. 2 , an embodiment of the new smart voice response service system 100 is shown. The smart voice response service system 100 is suitable for use with at least one client device 200 to provide at least one client communication device 300 with a connection for calls. In this embodiment, the customer service device 200 and the client communication device 300 are each taken as an example, but the implementation is not limited to a specific number.

The customer service terminal device 200 is, for example, a device required by customer service personnel in service industries such as life insurance and finance to provide customers with call services such as customer service lines. It is electrically connected to the smart voice response service system 100 and includes a customer service terminal device. Device 201 and a client query device 202. The customer service call device 201 is, for example, a device that allows customer service personnel to communicate with customers through spoken language through local calls, Internet calls, etc., and can be implemented by a telephone or an electronic device capable of Internet calls. The customer service query device 202 is, for example, a desktop computer, a notebook computer, a tablet computer, or other electronic device that can be connected to the smart voice response service system 100 to query customer information, and can be provided with a display screen, a speaker, a microphone, etc. Screen presentation, sound playback, voice conversation and other functions. In an embodiment in which services are provided through Internet calls, for example, the client device 200 may only be provided with a client query device 202 with an Internet call function, so that the customer service device 201 is not necessarily required.

The client calling device 300 is an electronic device held by a customer who uses calling services, such as a landline phone, a mobile phone, a desktop computer, a notebook computer, a tablet computer, etc., which can be connected through voice and other methods. The devices used in the smart voice response service system 100 are not limited to specific types of devices in implementation.

The smart voice response service system 100 includes a call voice response unit 1, a customer information database 2, a core question database 3, a smart voice translation unit 4, and a private branch exchange (not shown in the figure). , PBX) and other system equipment.

The call voice response unit 1 can be connected to the client call device 300 to transmit voice data and other types of data to each other. For example, it can be implemented by a system including an interactive voice response system (interactive voice response, IVR).

The customer information database 2 and the verification question database 3 can be built in the same or different server systems. The customer information database 2 has multiple customer data, and the verification question database 3 has multiple applications. Verification question data for customer identity verification. When the smart voice response service system 100 is operating, the call voice response unit 1 , the smart voice translation unit 4 and the customer service device 200 can all access relevant information from the customer information database 2 or the core question database 3 Data is used to facilitate access to various data when customers connect to the smart voice response service system 100, and also allows customer service personnel to obtain relevant information required for call services from the customer service device 200. For example, each customer data includes customer personal information, customer contact information, customer contract information, customer consumption information, etc. Each core question data is a question designed corresponding to the customer's personal information, customer contact information, customer contract information, customer consumption information, etc., such as asking for contact address, the last three digits of the contact number, types of policies that have been insured, etc. .

The smart speech translation unit 4 can convert speech data and text data into each other, and can analyze the speech data using natural language processing to generate text recognition data. Specifically, the intelligent speech translation unit 4 includes a speech recognition module 41 , a speech playback module 42 and a natural language processing module 43 . The speech recognition module 41 can be implemented, for example, by a software module with automatic speech recognition (ASR) function, thereby providing the function of converting speech data into text data in an intelligent recognition manner. The voice playback module 42 can be implemented, for example, by a software module with TTS (text-to-speech) function, thereby providing the function of converting text data into voice data. The natural language processing module 43 can be implemented by, for example, a software module with a natural language understanding (NLU) function, so that it can cooperate with the speech recognition module 41 to receive the customer's message from the client phone device 300. After receiving the voice data, the function of converting the voice data into text data is realized and the customer's semantic meaning is correctly understood from the text data, and the text recognition data is generated accordingly.

The following describes the operation mode of the smart voice response service system 100 with reference to the flow chart of FIG. 2 .

When a customer needs to use the call service of the customer service line, he or she can operate the client call device 300 to establish a connected call with the smart voice response service system 100 through local calls, Internet calls, etc. After the smart voice response service system 100 establishes a connection with the client phone device 300 , the call voice response unit 1 can first send voice data to the client phone device 300 so that the customer can listen to the smart voice response service system 100 Voice instructions for the default service menu. The default service menu may include, for example, premium inquiry, policy content, policy product description, etc., and is not limited to a specific implementation method. Subsequently, the call voice response unit 1 can continue to send new voice data to the client call device 300, and after passing the voice explanation, the customer can choose to proceed with the subsequent procedures through smart identity authentication or general identity authentication. Carry out follow-up procedures. If the customer chooses smart identity authentication, he or she can operate the client phone device 300 to issue a command to the smart voice response service system 100, thus starting the relevant execution procedures from step S01.

In steps S01 and S02, the call voice response unit 1 can send an identity confirmation prompt message for prompting the customer to input personal identity information to the client phone device 300, and can subsequently receive a response from the client phone device 300. Identity confirmation reply message. For example, the identity confirmation prompt message is voice data that prompts the customer to provide information such as name, ID card number, customer service code, etc. by speaking or data input, and the identity confirmation reply message is provided by the customer. The relevant message corresponding to the identity confirmation prompt message generated by the end call device 300. Therefore, after the customer hears an identity confirmation prompt message such as "Please provide the last 9 digits of your ID card" from the client phone device 300, he or she can reply with the corresponding identity confirmation reply message through phone buttons or spoken language.

In step S03, after receiving the identity confirmation reply message, the smart voice response service system 100 will determine whether it is an existing customer based on the identity confirmation reply message. Specifically, based on the identity confirmation reply message and the customer in the customer information database 2 The data is compared and judged. If the judgment result is that it matches one of the customer data, step S04 will be executed. Otherwise, step S09 will be executed.

In steps S04 and S05, when the smart voice response service system 100 determines that the caller is an existing customer, the smart voice translation unit 4 can read at least one corresponding check from the customer information database 2 based on the identity confirmation reply message. The core question data is converted into a core question voice data, and the call voice response unit 1 transmits the core question voice data to the client phone device 300, and then receives a core question returned by the client phone device 300. The intelligent speech translation unit 4 can generate a core reply text recognition data based on the core reply voice data. In this way, in steps S04 and S05, the voice playback module 42 of the smart voice translation unit 4 can generate one or more core question voice data, so that the customer can listen to something close to spoken language in the client phone device 300 The core question voice is pronounced, and the question can be answered in a daily spoken manner, so that the client communication device 300 generates the corresponding core answer voice data, and is coordinated by the speech recognition module 41 and the natural language processing module 43 , generating reasonable and correct text recognition data of the verification reply based on correct semantic understanding from the verification voice data. In addition, the smart voice response service system 100 can also be set to determine whether the incoming call phone number of the client phone device 300 is the information stored in the customer information database 2. The number of questions in the voice data for this core of the program. When the incoming phone number of the client communication device 300 has been stored in the customer information of the customer information database 2, it means that there is a certain degree of identity reliability, so the customer's identity can be confirmed through a smaller amount of verification question data.

In steps S06 and S07, the call voice response unit 1 can also send a demand confirmation voice data to the client phone device 300 after steps S04 and S05, and then receive a demand reply returned by the client phone device 300. Voice data, the smart voice translation unit 4 can also generate demand response text recognition data according to the demand response voice data. In this way, after completing the processing of the customer identity verification information, the smart voice response service system 100 will send the demand confirmation voice data used to prompt the customer to explain this service need to the client phone device 300 for the customer to listen to. After the description, the client call device 300 returns the demand response voice data generated by explaining in daily spoken language to the smart voice response service system 100, and the demand response text recognition is generated after the recognition through natural language processing. material.

In step S08, after completing the overall steps of steps S04 to S07, the call voice response unit 1 will send a high-priority message to the client device 200 to prioritize the display of the core reply text recognition data and the demand reply text recognition. The priority service notification of the data is sent to the customer service device 200, so that the customer service personnel can continue the processing procedure of the smart voice response service system 100 and have a conversation with the customer through the customer service call device 201, and can query the device through the customer service device The display screen of 202 displays the verification text recognition data and the demand response text recognition data obtained by the smart voice response service system 100 and the customer after asking questions, so that the customer service staff can know the customer's identity at the first time. It is not necessary to start the above process from scratch based on the question and answer content of the verification process and the customer's current service needs. It only needs to be determined whether the identity verification process needs to be conducted again based on whether the results of the identity verification process meet the standards, and it can also be immediately targeted at the customer's needs. Provide explanations of service needs, which can effectively improve service quality and reduce the workload of customer service personnel.

On the other hand, if the identity confirmation reply message does not match the customer information in step S03, it means that the caller using the client phone device 300 is more likely not an existing customer, and the call voice response will be made in steps S09 and S10. Unit 1 will send an intention confirmation voice data to the client phone device 300, and then can receive an intention reply voice data returned by the client phone device 300. The smart voice translation unit 4 can reply according to the intention voice data. Generate an intended reply text recognition data. In this way, even if the caller is not an existing customer, the smart voice response service system 100 can initially ask for basic information such as his name and the needs of this call, and the smart voice translation unit 4 will communicate with the caller in daily spoken language. The intended reply voice data described are recognized by natural language processing to generate the intended reply text recognition data. Then, in step S11, the call voice response unit 1 will send a general service notification to the customer service device 200 with a low priority level, allowing the customer service staff to connect to the smart voice response service system 100 and communicate with the incoming call via the customer service device 201. The caller can have a conversation, and the display screen of the customer service terminal inquiry device 202 can display the text recognition data of the reply obtained after the smart voice response service system 100 asks questions to the caller, and provide instructions according to the caller's needs.

It should be noted that the aforementioned "high priority" and "low priority" mean that when the smart voice response service system 100 needs to send the priority service notification and the general service notification to the client device 200 at the same time, it will The priority service notification with a high priority level is sent to the customer service device 200 first, allowing customer service staff to give priority to existing customers, thereby maintaining the service quality that existing customers deserve.

Based on the above description, the new smart voice response service system 100 of the present invention can achieve the above-mentioned functions through the setting and cooperation of the call voice response unit 1, the customer information database 2, the core question database 3 and the smart voice translation unit 4. The process provides services to existing customers or non-existing customers. During the call service process of using the customer service line, existing customers or non-existing customers can respond to the smart voice response service system 100 in daily spoken language, which is more convenient and intuitive to use. . In addition, the smart voice response service system 100 can recognize the voice data sent by the client call device 300 through the smart voice translation unit 4 to generate the core response text recognition data and the demand required for providing customer service. Useful information such as the reply text recognition data and the intended reply text recognition data can speed up the work of customer service staff and reduce the workload. On the other hand, by setting the priority service notification and the general service notification at different priority levels, customer service personnel can be given priority to serve existing customers, thereby ensuring the service quality that existing customers deserve. Therefore, the new smart voice response service system 100 can indeed achieve the purpose of the new type.

However, the above are only examples of the present invention, and should not be used to limit the scope of the present invention. All simple equivalent changes and modifications made based on the patent scope of the present invention and the content of the patent specification are still within the scope of the present invention. Within the scope covered by this new patent.

100:Smart voice response service system

200:Customer service equipment

201:Customer service call device

202: Customer service query device

300: Client communication device

1: Call voice response unit

2:Customer information database

3: Nuclear body problem database

4:Smart speech translation unit

41: Voice recognition module

42:Voice playback module

43:Natural language processing module

S01~S11: steps

Other features and functions of the present invention will be clearly presented in the embodiments with reference to the drawings, in which: Figure 1 is a system diagram illustrating an embodiment of the new smart voice response service system in conjunction with a client device for connecting a client phone device to a call; and Figure 2 is an operation flow chart of the smart voice response service system.

100:Smart voice response service system

200:Customer service equipment

201:Customer service call device

202: Customer service query device

300: Client communication device

1: Call voice response unit

2:Customer information database

3: Nuclear body problem database

4:Smart speech translation unit

41: Voice recognition module

42:Voice playback module

43:Natural language processing module

Claims (4)

An intelligent voice response service system, suitable for use with at least one client device, for at least one client communication device to connect and communicate. The intelligent voice response service system includes: a call voice response unit, including an interactive voice response system , can be connected with the client communication device to transmit voice data to each other; a customer information database has a plurality of customer information that can be accessed by the call voice response unit; a core question database has a plurality of customer information that can be accessed by the call voice response unit; The call voice response unit accesses and applies verification question data for customer identity verification; and an intelligent speech translation unit is capable of accessing the customer information of the customer information database and the verification question data of the verification question database. Personal question data, and can convert voice data and text data into each other, and can analyze the voice data using natural language processing to generate text recognition data. Among them, the call voice response unit can send a message to prompt the customer to enter personal identity information. The identity confirmation prompt message is sent to the client phone device, and then an identity confirmation reply message returned by the client phone device can be received; if the identity confirmation reply message matches one of the customer information in the customer information database, The smart voice translation unit can read at least one corresponding verification question data according to the identity confirmation reply message and convert it into a verification question voice data, and the call voice response unit sends the verification question voice data to the client for conversation device, and can subsequently receive a core reply voice data returned by the client call device, the smart speech translation unit can generate a core reply text recognition data based on the core reply voice data, and respond to the call voice Units with high priority Send a priority service notification to the client device that causes the client device to prioritize the display of the verification reply text recognition data; if the identity confirmation reply message does not match the customer information, the call voice response unit will be assigned a low priority Send a general service notification to the client device. The smart voice response service system as described in claim 1, wherein if the identity confirmation reply message matches at least one piece of customer information in the customer information database, the call voice response unit can also send a demand confirmation voice data to the customer information database. The client phone device, and then receives a demand reply voice data returned by the client phone device. The smart voice translation unit can also generate a demand reply text recognition data based on the demand reply voice data, so that the client device can respond according to the demand reply voice data. The priority service notification displays the verification response text identification data and the demand response text identification data together. The smart voice response service system as described in request item 1, wherein if the identity confirmation reply message does not match the customer information, the call voice response unit will send an intention confirmation voice data to the client call device, and then Can receive an incoming reply voice data returned by the client call device, and the smart speech translation unit can generate an incoming reply text recognition data based on the incoming reply voice data, so that the client device can display the incoming reply text recognition data when it receives the general service notification. To respond to text recognition data. The smart voice response service system as described in claim 1, wherein the smart voice translation unit includes a voice recognition module that can convert voice data into text data, and a voice playback module that can convert text data into voice data. , and a natural language processing module for generating text recognition data; the core question voice data is converted by the voice playback module, and the core answer text recognition data is Generated by the cooperation of the speech recognition module and the natural language processing module.

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