CN109981910A - Business recommended method and apparatus - Google Patents
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- CN109981910A CN109981910A CN201910131517.7A CN201910131517A CN109981910A CN 109981910 A CN109981910 A CN 109981910A CN 201910131517 A CN201910131517 A CN 201910131517A CN 109981910 A CN109981910 A CN 109981910A
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- 238000012549 training Methods 0.000 claims abstract description 12
- 230000015654 memory Effects 0.000 claims description 18
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/08—Speech classification or search
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/08—Speech classification or search
- G10L15/18—Speech classification or search using natural language modelling
- G10L15/1822—Parsing for meaning understanding
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/22—Procedures used during a speech recognition process, e.g. man-machine dialogue
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/26—Speech to text systems
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- G10L25/00—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00
- G10L25/27—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 characterised by the analysis technique
- G10L25/30—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 characterised by the analysis technique using neural networks
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/08—Speech classification or search
- G10L2015/088—Word spotting
-
- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/22—Procedures used during a speech recognition process, e.g. man-machine dialogue
- G10L2015/225—Feedback of the input speech
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- Audiology, Speech & Language Pathology (AREA)
- Human Computer Interaction (AREA)
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Abstract
The embodiment of the present invention provides a kind of business recommended method and apparatus, this method comprises: obtaining the business handling voice of user, carries out speech recognition to business handling voice, obtains target text；The corresponding target intention keyword of target text is determined according to deep neural network, wherein deep neural network is obtained according to text and intention keyword training；Judge target intention keyword whether with automatic transacting business system matches；If matching, the corresponding target interactive voice answering system of target intention keyword is determined from automatic transacting business system, using target interactive voice answering system, user is carried out based on target intention keyword business recommended.Method provided in this embodiment can provide semantic transcription, semantic understanding in real time for online customer service, synchronize the service demand for identifying client, according to automatic transacting business system, real-time synchronization is business recommended online, the business that can recommend currently most suitable user, allows user to enjoy the intimate service in thousand people, thousand face.
Description
Technical field
The present embodiments relate to field of communication technology more particularly to a kind of business recommended method and apparatus.
Background technique
With the development of mobile communication technology, mobile service is also developed rapidly.Mobile terminal, especially mobile phone,
It is more and more intelligent, while also having driven the innovation and development of mobile service.Mobile service set meal is operator for different use
The demand at family, and the service package for data transmission released.And increasing with mobile service type, to meet user's
Different demands, promote the use of mobile service, and operator needs a variety of different mobile service set meals recommending user.
Existing online mobile service package recommendation method, is usually recommended by the way of traditional, that is, is being known
Under the service conditions that communicating terminal applied by user is handled, business personnel can recommend business to user according to existing business
Set meal.
However, existing this recommended method, recommends success rate low, and waste of resource.
Summary of the invention
The embodiment of the present invention provides a kind of business recommended method and apparatus, is recommended successfully with solving existing business recommended method
Rate is low, and the problem of waste of resource.
In a first aspect, the embodiment of the present invention provides a kind of business recommended method, comprising:
The business handling voice for obtaining user carries out speech recognition to the business handling voice, obtains the business and do
Manage the corresponding target text of voice；
The corresponding target intention keyword of the target text, the deep neural network are determined according to deep neural network
It is obtained according to text and intention keyword training；
Judge the target intention keyword whether with automatic transacting business system matches；
If the target intention keyword and the automatic transacting business system matches, from the automatic transacting business system
The corresponding target interactive voice answering system of the target intention keyword is determined in system, using the target interactive voice
Answering system carries out the user based on the target intention keyword business recommended.
In a kind of possible design, the target interactive voice answering system is the first interactive voice answering system
System；
The target interactive voice answering system is used described, based on the target intention keyword to the user
Carry out it is business recommended after, further includes:
If obtaining the refusal transacting business information of the user, artificial transacting business system is used, is based on the target
Intention keyword carries out the user business recommended.
In a kind of possible design, the target interactive voice answering system is the second interactive voice answering system
System；
The target interactive voice answering system is used described, based on the target intention keyword to the user
Carry out it is business recommended after, further includes:
If obtaining the refusal transacting business information of the user, artificial transacting business system is obtained to the target intention
Keyword whether with the matched judging result of the first interactive voice answering system；
If the judging result obtained is that the target intention keyword is matched with first interactive voice answering system,
First interactive voice answering system is then used, business is carried out to the user based on the target intention keyword and is pushed away
It recommends.
It is described to use first interactive voice answering system in a kind of possible design, it is anticipated based on the target
Graph key word carries out the user business recommended, comprising:
Judge whether the target intention keyword is default intention keyword；
If the target intention keyword is the default intention keyword, obtain using first interactive voice
Answering system carries out business recommended number to the user based on the default intention keyword；
If the number is lower than preset times threshold value, first interactive voice answering system is used, based on described
Target intention keyword carries out the user business recommended.
In a kind of possible design, above-mentioned method, further includes:
If the target intention keyword and the automatic transacting business system mismatch, artificial transacting business system is obtained
System to the target intention keyword whether with the matched judging result of the first interactive voice answering system；
If the judging result obtained is that the target intention keyword is matched with first interactive voice answering system,
First interactive voice answering system is then used, business is carried out to the user based on the target intention keyword and is pushed away
It recommends.
In a kind of possible design, before the business handling voice for obtaining user, further includes:
The incoming call for receiving the user, judges whether the corresponding communicating terminal of the incoming call shuts down；
If the communicating terminal is not shut down, judge the communicating terminal whether arrearage；
If the non-arrearage of communicating terminal, judges whether the credit balance of the communicating terminal is lower than preset value；
If the credit balance of the communicating terminal is equal to or higher than the preset value, handled according to the communicating terminal
Business judges whether the communicating terminal matches with preset flow packet business；
If the communicating terminal and the preset flow packet business mismatch, business handling suggestion voice is generated, and will
The business handling suggestion voice is sent to the communicating terminal.
Second aspect, the embodiment of the present invention provide a kind of business recommended equipment, comprising:
Voice obtains module, for obtaining the business handling voice of user, carries out voice knowledge to the business handling voice
Not, the corresponding target text of the business handling voice is obtained；
Intention keyword determining module, for determining the corresponding target intention of the target text according to deep neural network
Keyword, the deep neural network are obtained according to text and intention keyword training；
First intention keyword judgment module, for judge the target intention keyword whether with automatic transacting business system
System matching；
First business recommended module, if for the target intention keyword and the automatic transacting business system matches,
The corresponding target interactive voice answering system of the target intention keyword is then determined from the automatic transacting business system,
Using the target interactive voice answering system, the user is carried out based on the target intention keyword business recommended.
In a kind of possible design, the target interactive voice answering system is the first interactive voice answering system
System；
The equipment further include:
Second business recommended module, for using the target interactive voice answering in the described first business recommended module
System, based on the target intention keyword to the user carry out it is business recommended after, if the refusal for obtaining the user is done
Business information is managed, then uses artificial transacting business system, business is carried out to the user based on the target intention keyword and is pushed away
It recommends.
In a kind of possible design, the target interactive voice answering system is the second interactive voice answering system
System；
The equipment further include:
Second intention keyword judgment module, for using the interactive language of the target in the described first business recommended module
Sound answering system, based on the target intention keyword to the user carry out it is business recommended after, if obtaining the user's
Refuse transacting business information, then obtain artificial transacting business system to the target intention keyword whether with the first interactive language
The matched judging result of sound answering system；
The business recommended module of third, if the judging result for acquisition is that the target intention keyword and described first are mutual
The matching of dynamic formula voice response system, then use first interactive voice answering system, is based on the target intention keyword
The user is carried out business recommended.
In a kind of possible design, the business recommended module of third uses first interactive voice answering system
System carries out the user based on the target intention keyword business recommended, comprising:
Judge whether the target intention keyword is default intention keyword；
If the target intention keyword is the default intention keyword, obtain using first interactive voice
Answering system carries out business recommended number to the user based on the default intention keyword；
If the number is lower than preset times threshold value, first interactive voice answering system is used, based on described
Target intention keyword carries out the user business recommended.
In a kind of possible design, above-mentioned equipment, further includes:
Third intention keyword judgment module, if for the target intention keyword and the automatic transacting business system
Mismatch, then obtain artificial transacting business system to the target intention keyword whether with the first interactive voice answering system
Matched judging result；
4th business recommended module, if the judging result for acquisition is that the target intention keyword and described first are mutual
The matching of dynamic formula voice response system, then use first interactive voice answering system, is based on the target intention keyword
The user is carried out business recommended.
In a kind of possible design, above-mentioned equipment, further includes:
Judgment module is shut down, for receiving institute before the business handling voice that the voice obtains that module obtains user
The incoming call for stating user, judges whether the corresponding communicating terminal of the incoming call shuts down；
Arrearage judgment module, if not shut down for the communicating terminal, judge the communicating terminal whether arrearage；
Credit balance judgment module, if being used for the non-arrearage of the communicating terminal, more than the telephone expenses for judging the communicating terminal
Whether volume is lower than preset value；
Flow packet business judgment module, if the credit balance for the communicating terminal is equal to or higher than the preset value,
Then judge whether the communicating terminal matches with preset flow packet business according to the business that the communicating terminal is handled；
Speech production module generates business if mismatching for the communicating terminal and the preset flow packet business
Suggestion voice is handled, and the business handling suggestion voice is sent to the communicating terminal.
The third aspect, the embodiment of the present invention provide a kind of business recommended equipment, comprising: at least one processor and storage
Device；
The memory stores computer executed instructions；
At least one described processor executes the computer executed instructions of memory storage so that it is described at least one
Processor executes business recommended method described in the various possible designs of first aspect and first aspect as above.
Fourth aspect, the embodiment of the present invention provide a kind of computer readable storage medium, the computer-readable storage medium
Computer executed instructions are stored in matter, when processor execute the computer executed instructions when, realize first aspect as above with
And business recommended method described in the various possible designs of first aspect.
Business recommended method and apparatus provided in this embodiment, this method passes through the business handling voice for obtaining user, right
The business handling voice carries out speech recognition, obtains the corresponding target text of business handling voice；And utilize depth nerve net
Network determines the corresponding target intention keyword of target text, and the deep neural network is trained according to text and intention keyword
It arrives；Judge above-mentioned target intention keyword whether with automatic transacting business system matches；If matching, industry is handled automatically from described
The corresponding target interactive voice answering system of the target intention keyword is determined in business system, utilizes target interactive voice
Answering system, it is business recommended to user's progress based on above-mentioned target intention keyword, real-time semanteme can be provided for online customer service
Transcription, semantic understanding synchronize the service demand for identifying client, and according to existing automatic transacting business system, real-time synchronization exists
Line service is recommended, and the business of currently most suitable user can be recommended, and with user's real-time, interactive, user is allowed to enjoy knowing for thousand people, thousand face
Central server.
Detailed description of the invention
In order to more clearly explain the embodiment of the invention or the technical proposal in the existing technology, to embodiment or will show below
There is attached drawing needed in technical description to be briefly described, it should be apparent that, the accompanying drawings in the following description is this hair
Bright some embodiments for those of ordinary skill in the art without any creative labor, can be with
It obtains other drawings based on these drawings.
Fig. 1 is the application scenario diagram of business recommended method provided in an embodiment of the present invention；
Fig. 2 is the flow diagram one of business recommended method provided in an embodiment of the present invention；
Fig. 3 is the flow diagram two of business recommended method provided in an embodiment of the present invention；
Fig. 4 is the structural schematic diagram one of business recommended equipment provided in an embodiment of the present invention；
Fig. 5 is the structural schematic diagram two of business recommended equipment provided in an embodiment of the present invention；
Fig. 6 is the hardware structural diagram of business recommended equipment provided in an embodiment of the present invention.
Specific embodiment
In order to make the object, technical scheme and advantages of the embodiment of the invention clearer, below in conjunction with the embodiment of the present invention
In attached drawing, technical scheme in the embodiment of the invention is clearly and completely described, it is clear that described embodiment is
A part of the embodiment of the present invention, instead of all the embodiments.Based on the embodiments of the present invention, those of ordinary skill in the art
Every other embodiment obtained without creative efforts, shall fall within the protection scope of the present invention.
Description and claims of this specification and term " first ", " second ", " third " " in above-mentioned attached drawing
The (if present)s such as four " are to be used to distinguish similar objects, without being used to describe a particular order or precedence order.It should manage
The data that solution uses in this way are interchangeable under appropriate circumstances, so that the embodiment of the present invention described herein for example can be to remove
Sequence other than those of illustrating or describe herein is implemented.In addition, term " includes " and " having " and theirs is any
Deformation, it is intended that cover it is non-exclusive include, for example, containing the process, method of a series of steps or units, system, production
Product or equipment those of are not necessarily limited to be clearly listed step or unit, but may include be not clearly listed or for this
A little process, methods, the other step or units of product or equipment inherently.
With the development of mobile communication technology, mobile service is also developed rapidly, mobile terminal, especially mobile phone,
It is more and more intelligent, while also having driven the innovation and development of mobile service.Mobile service set meal is operator for different use
The demand at family, and the service package for data transmission released.And increasing with mobile service type, to meet user's
Different demands, to promote the use of mobile service, operator needs a variety of different mobile service set meals recommending user.It is existing
The online mobile service package recommendation method having, is usually recommended by the way of traditional, that is, is knowing that user is applied
The service conditions handled of communicating terminal under, business personnel can recommend service package to user according to existing business.However,
Existing this recommended method recommends success rate low, and waste of resource.
Accordingly, it is considered to arrive the above problem, the present invention provides a kind of business recommended method, by the business handling for obtaining user
Voice carries out speech recognition to the business handling voice, obtains the corresponding target text of business handling voice；And utilize depth
Neural network determines the corresponding target intention keyword of target text, and the deep neural network is according to text and intention keyword
Training obtains；Judge above-mentioned target intention keyword whether with automatic transacting business system matches；If matching, from described automatic
The corresponding target interactive voice answering system of the target intention keyword is determined in transacting business system, is interacted using target
Formula voice response system, it is business recommended to user's progress based on above-mentioned target intention keyword, reality can be provided for online customer service
Shi Yuyi transcription, semantic understanding synchronize the service demand for identifying client, according to existing automatic transacting business system, in real time
Synchronous progress is online business recommended, can recommend the business of currently most suitable user, with user's real-time, interactive, user is allowed to enjoy thousand
The intimate service in thousand face of people.
Fig. 1 is a kind of application scenario diagram of business recommended method provided by the invention.As shown in Figure 1, customer service system 101 can
To obtain the business handling voice of user, speech recognition is carried out to the business handling voice, obtains the business handling voice
Corresponding target text can use deep neural network 102 and determine the corresponding target intention keyword of the target text, institute
State deep neural network according to text and intention keyword training obtain, it can be determined that the target intention keyword whether with from
Dynamic transacting business system matches, if the target intention keyword and the automatic transacting business system matches, from it is described from
The corresponding target interactive voice answering system of the target intention keyword is determined in dynamic transacting business system, using the mesh
Interactive voice answering system is marked, the user is carried out based on the target intention keyword business recommended.
Wherein, customer service system can provide dialogue platform for user, engage in the dialogue with user, have business consultation, business
The functions such as recommendation, business handling.
Fig. 2 is the flow diagram one of business recommended method provided in an embodiment of the present invention, the executing subject of the present embodiment
It can be the customer service system in embodiment illustrated in fig. 1.As shown in Fig. 2, this method may include:
S201, the business handling voice for obtaining user carry out speech recognition to the business handling voice, obtain the industry
The corresponding target text of voice is handled in business.
Here, customer service system can receive the business handling voice that user sends by the communicating terminal of user, then again
Pass through Media Resource Control Protocol (Media Resource Control Protoco, abbreviation MRCP) or transmission control protocol
(Transmission Control Protocol, TCP) carries out inexpensive docking, and it is real-time to convert text flow for speech sound signal
Output.
Optionally, before the business handling voice for obtaining user, customer service system can be with:
The incoming call for receiving the user, judges whether the corresponding communicating terminal of the incoming call shuts down；
If the communicating terminal is not shut down, judge the communicating terminal whether arrearage；
If the non-arrearage of communicating terminal, judges whether the credit balance of the communicating terminal is lower than preset value；
If the credit balance of the communicating terminal is equal to or higher than the preset value, handled according to the communicating terminal
Business judges whether the communicating terminal matches with preset flow packet business；
If the communicating terminal and the preset flow packet business mismatch, business handling suggestion voice is generated, and will
The business handling suggestion voice is sent to the communicating terminal.
Specifically, if the communicating terminal shut down, customer service system may determine that the communicating terminal be mobile phone or
Fixed line；If the communicating terminal is mobile phone, customer service system may determine that the mobile phone be defaulting subscriber is also that non-arrearage stops
Machine, if the mobile phone is defaulting subscriber, payment guidance voice is can be generated in customer service system, and the voice is sent to described
Mobile phone, if the mobile phone is non-defaulting subscriber, customer service system, which can be generated, shuts down process voice, and the voice is sent to
The mobile phone；If the communicating terminal is fixed line, customer service system, which can directly generate, shuts down process voice, and by the voice
It is sent to the fixed line.
If the communicating terminal arrearage, arrearage situation voice is can be generated in customer service system, and the voice is sent to
The communicating terminal.
If the credit balance of the communicating terminal is lower than preset value, suggestion payment voice is can be generated in customer service system,
And the voice is sent to the communicating terminal.If customer service system receives the payment request of the communicating terminal, customer service
System generates payment guidance voice, and the voice is sent to the communicating terminal.If customer service system receives the communication
The refusal payment information of terminal, then customer service system can execute the above-mentioned business handled according to the communicating terminal judge it is described logical
The step of whether news terminal matches with preset flow packet business.
It is above-mentioned that judge whether the communicating terminal matches with preset flow packet business may include: according to the communicating terminal
Consumption and current transacting business situation in preset time period, judge whether the communicating terminal meets and handle default stream
The condition of packet business is measured, which can be arranged according to the actual situation.If the communicating terminal, which meets, handles preset flow packet
The condition of business, then customer service system, which can be generated, handles flow packet guidance voice, and the voice is sent to the communicating terminal,
Wherein, preset flow packet business can also be arranged according to the actual situation.
S202, the corresponding target intention keyword of the target text, the depth mind are determined according to deep neural network
It is obtained through network according to text and intention keyword training.
Wherein, deep neural network (Deep Neural Networks, abbreviation DNN) is a speech recognition software,
Working principle is to imitate human brain form of thinking, to make the speech recognition speed of the software, faster recognition accuracy is also higher.
Deep neural network can be obtained according to a large amount of text and intention keyword training.Here, utilization is trained
Deep neural network identifies the corresponding intention keyword of target text, wherein intention keyword can be to want to do with user
The relevant keyword of the business of reason.
S203, judge the target intention keyword whether with automatic transacting business system matches.
Here, customer service system judge above-mentioned target intention keyword whether with automatic transacting business system matches, wherein from
Dynamic transacting business system may include the first interactive voice answering system, such as intelligent interactive voice answer-back
(Interactive Voice Response, abbreviation IVR) and the second interactive voice answering system, such as tradition IVR.Its
In, traditional IVR prompt user key-press judges that user is intended to according to key system, goes knowledge storehouse matching answer, then with voice
Form returns to user.Intelligent IVR uses intelligent sound identification technology, identifies that user is intended to according to speech recognition, then adjusts
Knowledge base content is taken, user is returned to speech form.The core of intelligent IVR is speech recognition technology.Speech recognition technology allows
System listens to understand user speech, it is thus understood that user is intended to, and system is allowed faster, more accurately to return to the information that client needs.
Specifically, judging whether above-mentioned target intention keyword may include: judgement with automatic transacting business system matches
Whether comprising above-mentioned target intention keyword in the relevant information for the business that automatic transacting business system is handled, if comprising,
Determine above-mentioned target intention keyword and automatic transacting business system matches, otherwise, it is determined that above-mentioned target intention keyword with from
Dynamic transacting business system mismatches.
If S204, the target intention keyword and the automatic transacting business system matches, are handled automatically from described
The corresponding target interactive voice answering system of the target intention keyword is determined in operation system, is interacted using the target
Formula voice response system carries out the user based on the target intention keyword business recommended.
Here, if above-mentioned target intention keyword and the automatic transacting business system matches, industry is handled from automatic
The corresponding target interactive voice answering system of above-mentioned target intention keyword is determined in business system, utilizes the interactive language of the target
Sound answering system carries out user based on above-mentioned target intention keyword business recommended, wherein target interactive voice answering system
System can be above-mentioned first interactive voice answering system, such as intelligence IVR or the second interactive voice answering system, example
Such as traditional IVR.Specifically, determining the corresponding interactive language of target of above-mentioned target intention keyword from automatic transacting business system
The mode of sound answering system may include: to judge have which interactive voice answering system to be handled in automatic transacting business system
Business relevant information in include above-mentioned target intention keyword, if target interactive voice answering system includes, determine
Above-mentioned target intention keyword is corresponding with target interactive voice answering system.
In addition, using and manually handling if the target intention keyword and the automatic transacting business system mismatch
Operation system carries out the user based on the target intention keyword business recommended.
Business recommended method provided in this embodiment, by obtaining the business handling voice of user, to the business handling language
Sound carries out speech recognition, obtains the corresponding target text of business handling voice；And target text is determined using deep neural network
This corresponding target intention keyword, the deep neural network are obtained according to text and intention keyword training；Judge above-mentioned
Target intention keyword whether with automatic transacting business system matches；If matching, from the automatic transacting business system really
The corresponding target interactive voice answering system of the fixed target intention keyword, using target interactive voice answering system,
It is business recommended to user's progress based on above-mentioned target intention keyword, semantic transcription, semanteme in real time can be provided for online customer service
Understand, synchronize the service demand for identifying client, according to existing automatic transacting business system, real-time synchronization is carried out in line service
Recommend, the business of currently most suitable user can be recommended, with user's real-time, interactive, user is allowed to enjoy the intimate clothes in thousand people, thousand face
Business.
Fig. 3 is the flow diagram two of business recommended method provided in an embodiment of the present invention, and the present embodiment is in Fig. 2 embodiment
On the basis of, the specific implementation process of the present embodiment is described in detail.As shown in figure 3, this method may include:
S301, the business handling voice for obtaining user carry out speech recognition to the business handling voice, obtain the industry
The corresponding target text of voice is handled in business.
S302, the corresponding target intention keyword of the target text, the depth mind are determined according to deep neural network
It is obtained through network according to text and intention keyword training.
S303, judge the target intention keyword whether with automatic transacting business system matches.
If target intention keyword and the automatic transacting business system matches, then follow the steps S304 to S309, if mesh
It marks intention keyword and the automatic transacting business system mismatches, then follow the steps S310 and S311.
S304, the corresponding interactive language of target of the target intention keyword is determined from the automatic transacting business system
Sound answering system, using the target interactive voice answering system, based on the target intention keyword to the user into
Row is business recommended.
The specific embodiment of the S301 to S304 of the present embodiment, it is similar with the S201 to S204 in above-described embodiment, this
Place repeats no more.
Specifically, using the target interactive voice answering system, based on the target intention keyword to described
After user's progress is business recommended, if target interactive voice answering system is the first interactive voice answering system, execute
Step S305 thens follow the steps S306 extremely if target interactive voice answering system is the second interactive voice answering system
S309。
S305, the target interactive voice answering system are the first interactive voice answering system, if obtaining the use
The refusal transacting business information at family then uses artificial transacting business system, based on the target intention keyword to the user
It carries out business recommended.
Here, the first interactive voice answering system can be intelligence IVR.If using the first interactive voice answering system
System, based on above-mentioned target intention keyword to the user carry out it is business recommended after, the refusal for obtaining the user handles industry
Business information, that is, the business recommended is not the business that user wants to handle, at this point it is possible to be based on using artificial transacting business system
Above-mentioned target intention keyword is business recommended to above-mentioned user progress, i.e., is based on above-mentioned target intention keyword by artificial customer service,
It is business recommended to above-mentioned user progress and by being exchanged with above-mentioned user, the business of currently most suitable user can be recommended, met
Customer service demand.
S306, the target interactive voice answering system are the second interactive voice answering system, if obtaining the use
The refusal transacting business information at family, then obtain whether artificial transacting business system interacts with first the target intention keyword
The matched judging result of formula voice response system.
Second interactive voice answering system can be tradition IVR.If using the second interactive voice answering system, base
After above-mentioned target intention keyword is business recommended to user progress, the refusal transacting business letter of the user is obtained
Breath, at this point it is possible to obtain artificial transacting business system to the target intention keyword whether with the first interactive voice answering
The judging result of system matches, i.e., by artificial customer service judge the target intention keyword whether with the first interactive voice answering
System matches, and judging result is uploaded into customer service system, customer service system obtains the judging result, after carrying out according to the judgment result
Continuous processing.
If S307, the judging result obtained are the target intention keyword and first interactive voice answering system
Matching then judges whether the target intention keyword is default intention keyword.
If above-mentioned target intention keyword is matched with the first interactive voice answering system, customer service system judges above-mentioned
Whether target intention keyword is default intention keyword, wherein default intention keyword can be arranged according to the actual situation.
In addition, if the judging result obtained is the target intention keyword and first interactive voice answering system
It mismatches, then uses artificial transacting business system, the user is carried out based on the target intention keyword business recommended.
If S308, the target intention keyword are the default intention keyword, obtain using first interaction
Formula voice response system carries out business recommended number to the user based on the default intention keyword.
If above-mentioned target intention keyword is default intention keyword, customer service system, which obtains, uses the first interactive language
Sound answering system carries out business recommended number to the user based on default intention keyword, and here, customer service system can be remembered
Current talking or preset time period are recorded, using the first interactive voice answering system, based on default intention keyword to described
User carries out business recommended number.
If S309, the number are lower than preset times threshold value, first interactive voice answering system is used, is based on
The target intention keyword carries out the user business recommended.
If the number obtained is lower than preset times threshold value, wherein preset times threshold value can be arranged according to the actual situation,
Customer service system can use first interactive voice answering system, based on the target intention keyword to the user into
Row is business recommended.Otherwise, customer service system can use artificial transacting business system, based on the target intention keyword to described
User carries out business recommended.
If the target intention keyword is non-default intention keyword, obtains and answered using first interactive voice
System is answered, business recommended number is carried out to the user based on the non-default intention keyword, wherein non-default intention is closed
Key word can also be arranged according to the actual situation.If the number obtained is lower than preset times threshold value, wherein preset times threshold value
It can be arranged according to the actual situation, customer service system can use first interactive voice answering system, be based on the target
Intention keyword carries out the user business recommended.Otherwise, customer service system can use artificial transacting business system, be based on institute
It is business recommended to user progress to state target intention keyword.
S310, obtain artificial transacting business system to the target intention keyword whether with the first interactive voice answering
The judging result of system matches.
If S311, the judging result obtained are the target intention keyword and first interactive voice answering system
Matching then uses first interactive voice answering system, carries out industry to the user based on the target intention keyword
Business is recommended.
Specifically, using first interactive voice answering system, based on the target intention keyword to the use
Family carry out it is business recommended can be as above-mentioned, comprising: judge whether the target intention keyword is default intention keyword；If institute
Stating target intention keyword is the default intention keyword, then obtains using first interactive voice answering system, base
Business recommended number is carried out to the user in the default intention keyword；If the number is lower than preset times threshold value,
First interactive voice answering system is then used, business is carried out to the user based on the target intention keyword and is pushed away
It recommends.
In addition, if the judging result obtained is the target intention keyword and first interactive voice answering system
Mismatch, then customer service system can use artificial transacting business system, based on the target intention keyword to the user into
Row is business recommended.
Business recommended method provided in this embodiment can provide semantic transcription, semantic understanding in real time, together for online customer service
Step identifies the service demand of client, and according to existing automatic transacting business system, real-time synchronization carries out online business recommended, energy
Enough business for recommending current most suitable user allow user to enjoy the intimate service in thousand people, thousand face with user's real-time, interactive.
Fig. 4 is the structural schematic diagram one of business recommended equipment provided in an embodiment of the present invention.As shown in figure 4, the business pushes away
Recommending equipment 40 includes: that voice obtains module 401, intention keyword determining module 402, first intention keyword judgment module 403
And the first business recommended module 404.
Wherein, voice obtain module 401, for obtaining the business handling voice of user, to the business handling voice into
Row speech recognition obtains the corresponding target text of the business handling voice.
Intention keyword determining module 402, for determining the corresponding target of the target text according to deep neural network
Intention keyword, the deep neural network are obtained according to text and intention keyword training.
First intention keyword judgment module 403, for judge the target intention keyword whether with handle industry automatically
Business system matches.
First business recommended module 404, if for the target intention keyword and the automatic transacting business system
Match, then determines target intention keyword corresponding target interactive voice answering system from the automatic transacting business system
System is carried out business to the user based on the target intention keyword and is pushed away using the target interactive voice answering system
It recommends.
Equipment provided in this embodiment can be used for executing the technical solution of above method embodiment, realization principle and skill
Art effect is similar, and details are not described herein again for the present embodiment.
Fig. 5 is the structural schematic diagram two of business recommended equipment provided in an embodiment of the present invention.As shown in figure 5, the present embodiment
On the basis of Fig. 4 embodiment, further includes: the second business recommended module 405, second intention keyword judgment module 406, third
Business recommended module 407, the 4th business recommended module 409, shuts down judgment module at third intention keyword judgment module 408
410, arrearage judgment module 411, credit balance judgment module 412, flow packet business judgment module 413 and speech production module
414。
In a kind of possible design, the target interactive voice answering system is the first interactive voice answering system
System.
The second business recommended module 405, for being interacted in the described first business recommended module 404 using the target
Formula voice response system, based on the target intention keyword to the user carry out it is business recommended after, if obtaining the use
The refusal transacting business information at family then uses artificial transacting business system, based on the target intention keyword to the user
It carries out business recommended.
In a kind of possible design, the target interactive voice answering system is the second interactive voice answering system
System.
The second intention keyword judgment module 406, for using the mesh in the described first business recommended module 404
Mark interactive voice answering system, based on the target intention keyword to the user carry out it is business recommended after, if obtain
Whether the refusal transacting business information of the user then obtains artificial transacting business system to the target intention keyword with
The matched judging result of one interactive voice answering system.
The business recommended module 407 of third, if the judging result for acquisition is the target intention keyword and described the
The matching of one interactive voice answering system, then use first interactive voice answering system, is closed based on the target intention
Key word carries out the user business recommended.
In a kind of possible design, the business recommended module 407 of third uses first interactive voice answering
System carries out the user based on the target intention keyword business recommended, comprising:
Judge whether the target intention keyword is default intention keyword；
If the target intention keyword is the default intention keyword, obtain using first interactive voice
Answering system carries out business recommended number to the user based on the default intention keyword；
If the number is lower than preset times threshold value, first interactive voice answering system is used, based on described
Target intention keyword carries out the user business recommended.
In a kind of possible design, the third intention keyword judgment module 408, if being closed for the target intention
Key word and the automatic transacting business system mismatch, then obtain artificial transacting business system is to the target intention keyword
The no and matched judging result of the first interactive voice answering system.
The 4th business recommended module 409, if the judging result for acquisition is the target intention keyword and institute
The matching of the first interactive voice answering system is stated, then uses first interactive voice answering system, is anticipated based on the target
Graph key word carries out the user business recommended.
In a kind of possible design, the shutdown judgment module 410 obtains user for obtaining module in the voice
Business handling voice before, receive the incoming call of the user, judge whether the corresponding communicating terminal of the incoming call shuts down.
The arrearage judgment module 411 judges whether the communicating terminal is owed if not shutting down for the communicating terminal
Take.
The credit balance judgment module 412 judges the communicating terminal if being used for the non-arrearage of the communicating terminal
Whether credit balance is lower than preset value.
The flow packet business judgment module 413, if the credit balance for the communicating terminal is equal to or higher than described
Preset value then judges whether the communicating terminal matches with preset flow packet business according to the business that the communicating terminal is handled.
The speech production module 414 is given birth to if mismatching for the communicating terminal and the preset flow packet business
The communicating terminal is sent at business handling suggestion voice, and by the business handling suggestion voice.
Equipment provided in this embodiment can be used for executing the technical solution of above method embodiment, realization principle and skill
Art effect is similar, and details are not described herein again for the present embodiment.
Fig. 6 is the hardware structural diagram of business recommended equipment provided in an embodiment of the present invention.As shown in fig. 6, this implementation
The business recommended equipment 60 of example includes: processor 601 and memory 602；Wherein
Memory 602, for storing computer executed instructions；
Processor 601, for executing the computer executed instructions of memory storage, to realize, business is pushed away in above-described embodiment
Recommend each step performed by method.It specifically may refer to the associated description in preceding method embodiment.
Optionally, memory 602 can also be integrated with processor 601 either independent.
When memory 602 is independently arranged, which further includes bus 603, for connecting the memory
602 and processor 601.
The embodiment of the present invention also provides a kind of computer readable storage medium, stores in the computer readable storage medium
There are computer executed instructions, when processor executes the computer executed instructions, realizes business recommended method as described above.
In several embodiments provided by the present invention, it should be understood that disclosed device and method can pass through it
Its mode is realized.For example, apparatus embodiments described above are merely indicative, for example, the division of the module, only
Only a kind of logical function partition, there may be another division manner in actual implementation, for example, multiple modules can combine or
It is desirably integrated into another system, or some features can be ignored or not executed.Another point, it is shown or discussed it is mutual it
Between coupling, direct-coupling or communication connection can be through some interfaces, the INDIRECT COUPLING or communication link of device or module
It connects, can be electrical property, mechanical or other forms.
The module as illustrated by the separation member may or may not be physically separated, aobvious as module
The component shown may or may not be physical unit, it can and it is in one place, or may be distributed over multiple
In network unit.Some or all of the modules therein can be selected to realize the mesh of this embodiment scheme according to the actual needs
's.
It, can also be in addition, each functional module in each embodiment of the present invention can integrate in one processing unit
It is that modules physically exist alone, can also be integrated in one unit with two or more modules.Above-mentioned module at
Unit both can take the form of hardware realization, can also realize in the form of hardware adds SFU software functional unit.
The above-mentioned integrated module realized in the form of software function module, can store and computer-readable deposit at one
In storage media.Above-mentioned software function module is stored in a storage medium, including some instructions are used so that a computer
Equipment (can be personal computer, server or the network equipment etc.) or processor (English: processor) execute this Shen
Please each embodiment the method part steps.
It should be understood that above-mentioned processor can be central processing unit (English: Central Processing Unit, letter
Claim: CPU), can also be other general processors, digital signal processor (English: Digital Signal Processor,
Referred to as: DSP), specific integrated circuit (English: Application Specific Integrated Circuit, referred to as:
ASIC) etc..General processor can be microprocessor or the processor is also possible to any conventional processor etc..In conjunction with hair
The step of bright disclosed method, can be embodied directly in hardware processor and execute completion, or with hardware in processor and soft
Part block combiner executes completion.
Memory may include high speed RAM memory, it is also possible to and it further include non-volatile memories NVM, for example, at least one
Magnetic disk storage can also be USB flash disk, mobile hard disk, read-only memory, disk or CD etc..
Bus can be industry standard architecture (Industry Standard Architecture, ISA) bus, outer
Portion's apparatus interconnection (Peripheral Component, PCI) bus or extended industry-standard architecture (Extended
Industry Standard Architecture, EISA) bus etc..Bus can be divided into address bus, data/address bus, control
Bus etc..For convenient for indicating, the bus in illustrations does not limit only a bus or a type of bus.
Above-mentioned storage medium can be by any kind of volatibility or non-volatile memory device or their combination
It realizes, such as static random access memory (SRAM), electrically erasable programmable read-only memory (EEPROM), erasable programmable
Read-only memory (EPROM), programmable read only memory (PROM), read-only memory (ROM), magnetic memory, flash memory,
Disk or CD.Storage medium can be any usable medium that general or specialized computer can access.
A kind of illustrative storage medium is coupled to processor, believes to enable a processor to read from the storage medium
Breath, and information can be written to the storage medium.Certainly, storage medium is also possible to the component part of processor.It processor and deposits
Storage media can be located at specific integrated circuit (Application Specific Integrated Circuits, referred to as:
ASIC in).Certainly, pocessor and storage media can also be used as discrete assembly and be present in electronic equipment or main control device.
Those of ordinary skill in the art will appreciate that: realize that all or part of the steps of above-mentioned each method embodiment can lead to
The relevant hardware of program instruction is crossed to complete.Program above-mentioned can be stored in a computer readable storage medium.The journey
When being executed, execution includes the steps that above-mentioned each method embodiment to sequence；And storage medium above-mentioned include: ROM, RAM, magnetic disk or
The various media that can store program code such as person's CD.
Finally, it should be noted that the above embodiments are only used to illustrate the technical solution of the present invention., rather than its limitations；To the greatest extent
Pipe present invention has been described in detail with reference to the aforementioned embodiments, those skilled in the art should understand that: its according to
So be possible to modify the technical solutions described in the foregoing embodiments, or to some or all of the technical features into
Row equivalent replacement；And these are modified or replaceed, various embodiments of the present invention technology that it does not separate the essence of the corresponding technical solution
The range of scheme.
Claims (12)
1. a kind of business recommended method characterized by comprising
The business handling voice for obtaining user carries out speech recognition to the business handling voice, obtains the business handling language
The corresponding target text of sound；
Determine the corresponding target intention keyword of the target text according to deep neural network, the deep neural network according to
Text and intention keyword training obtain；
Judge the target intention keyword whether with automatic transacting business system matches；
If the target intention keyword and the automatic transacting business system matches, from the automatic transacting business system
The corresponding target interactive voice answering system of the target intention keyword is determined, using the target interactive voice answering
System carries out the user based on the target intention keyword business recommended.
2. the method according to claim 1, wherein the target interactive voice answering system is the first interaction
Formula voice response system；
The target interactive voice answering system is used described, the user is carried out based on the target intention keyword
After business recommended, further includes:
If obtaining the refusal transacting business information of the user, artificial transacting business system is used, is based on the target intention
Keyword carries out the user business recommended.
3. the method according to claim 1, wherein the target interactive voice answering system is the second interaction
Formula voice response system；
The target interactive voice answering system is used described, the user is carried out based on the target intention keyword
After business recommended, further includes:
If obtaining the refusal transacting business information of the user, it is crucial to the target intention to obtain artificial transacting business system
Word whether with the matched judging result of the first interactive voice answering system；
If the judging result obtained is that the target intention keyword is matched with first interactive voice answering system, adopt
With first interactive voice answering system, the user is carried out based on the target intention keyword business recommended.
4. according to the method described in claim 3, it is characterized in that, it is described use first interactive voice answering system,
The user is carried out based on the target intention keyword business recommended, comprising:
Judge whether the target intention keyword is default intention keyword；
If the target intention keyword is the default intention keyword, obtain using first interactive voice answering
System carries out business recommended number to the user based on the default intention keyword；
If the number is lower than preset times threshold value, first interactive voice answering system is used, is based on the target
Intention keyword carries out the user business recommended.
5. the method according to claim 1, wherein further include:
If the target intention keyword and the automatic transacting business system mismatch, artificial transacting business system pair is obtained
The target intention keyword whether with the matched judging result of the first interactive voice answering system；
If the judging result obtained is that the target intention keyword is matched with first interactive voice answering system, adopt
With first interactive voice answering system, the user is carried out based on the target intention keyword business recommended.
6. the method according to claim 1, wherein being gone back before the business handling voice for obtaining user
Include:
The incoming call for receiving the user, judges whether the corresponding communicating terminal of the incoming call shuts down；
If the communicating terminal is not shut down, judge the communicating terminal whether arrearage；
If the non-arrearage of communicating terminal, judges whether the credit balance of the communicating terminal is lower than preset value；
If the credit balance of the communicating terminal is equal to or higher than the preset value, the business handled according to the communicating terminal
Judge whether the communicating terminal matches with preset flow packet business；
If the communicating terminal and the preset flow packet business mismatch, business handling suggestion voice is generated, and will be described
Business handling suggestion voice is sent to the communicating terminal.
7. a kind of business recommended equipment characterized by comprising
Voice obtains module, for obtaining the business handling voice of user, carries out speech recognition to the business handling voice, obtains
Obtain the corresponding target text of the business handling voice；
Intention keyword determining module, for determining that the corresponding target intention of the target text is crucial according to deep neural network
Word, the deep neural network are obtained according to text and intention keyword training；
First intention keyword judgment module, for judge the target intention keyword whether with automatic transacting business system
Match；
First business recommended module, if for the target intention keyword and the automatic transacting business system matches, from
The corresponding target interactive voice answering system of the target intention keyword is determined in the automatic transacting business system, is used
The target interactive voice answering system carries out the user based on the target intention keyword business recommended.
8. equipment according to claim 7, which is characterized in that the target interactive voice answering system is the first interaction
Formula voice response system；
The equipment further include:
Second business recommended module, for using target interactive voice answering system in the described first business recommended module
System, based on the target intention keyword to the user carry out it is business recommended after, if the refusal for obtaining the user is handled
Business information then uses artificial transacting business system, is carried out based on the target intention keyword to the user business recommended.
9. equipment according to claim 7, which is characterized in that the target interactive voice answering system is the second interaction
Formula voice response system；
The equipment further include:
Second intention keyword judgment module, for being answered in the described first business recommended module using the target interactive voice
Answer system, based on the target intention keyword to the user carry out it is business recommended after, if obtaining the refusal of the user
Transacting business information, then obtain whether artificial transacting business system answers with the first interactive voice the target intention keyword
Answer the judging result of system matches；
The business recommended module of third, if the judging result for acquisition is that the target intention keyword and described first are interactive
Voice response system matching, then use first interactive voice answering system, based on the target intention keyword to institute
It is business recommended to state user's progress.
10. equipment according to claim 9, which is characterized in that the business recommended module of third is mutual using described first
Dynamic formula voice response system carries out the user based on the target intention keyword business recommended, comprising:
Judge whether the target intention keyword is default intention keyword；
If the target intention keyword is the default intention keyword, obtain using first interactive voice answering
System carries out business recommended number to the user based on the default intention keyword；
If the number is lower than preset times threshold value, first interactive voice answering system is used, is based on the target
Intention keyword carries out the user business recommended.
11. a kind of business recommended equipment characterized by comprising at least one processor and memory；
The memory stores computer executed instructions；
At least one described processor executes the computer executed instructions of the memory storage, so that at least one described processing
Device executes such as business recommended method as claimed in any one of claims 1 to 6.
12. a kind of computer readable storage medium, which is characterized in that be stored with computer in the computer readable storage medium
It executes instruction, when processor executes the computer executed instructions, realizes such as business as claimed in any one of claims 1 to 6
Recommended method.
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