CN113766072A - Intelligent government affair service method and device and electronic equipment - Google Patents

Intelligent government affair service method and device and electronic equipment Download PDF

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CN113766072A
CN113766072A CN202111055834.9A CN202111055834A CN113766072A CN 113766072 A CN113766072 A CN 113766072A CN 202111055834 A CN202111055834 A CN 202111055834A CN 113766072 A CN113766072 A CN 113766072A
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customer service
intelligent customer
user terminal
intelligent
judging whether
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CN113766072B (en
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胡冰
侯玥
王亚利
李林
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Beijing Zhengxin 1890 Intelligent Technology Co ltd
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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
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
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    • G—PHYSICS
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    • G06Q50/06—Energy or water supply
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    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L13/00—Speech synthesis; Text to speech systems
    • G10L13/02—Methods for producing synthetic speech; Speech synthesisers
    • 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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Abstract

The application provides a government affair intelligent service method, a government affair intelligent service device and electronic equipment, wherein the method is applied to an intelligent customer service server and comprises the following steps: responding to a call request of a user terminal, and judging whether all the current manual seats are in a working state; if so, starting the intelligent customer service, and judging whether the number of concurrent routes of the intelligent customer service does not reach the upper limit; if yes, judging whether the mobile phone number corresponding to the user terminal meets the intelligent customer service access condition; if so, judging whether the user terminal initiates an intelligent customer service access request for the first time; if so, connecting the user terminal with the intelligent customer service so as to enable the user corresponding to the user terminal to perform voice interaction with the intelligent customer service; and if the judgment result is negative, switching the call request to the manual cooperation process. The method and the device can improve the man-machine cooperation degree and the configurability.

Description

Intelligent government affair service method and device and electronic equipment
Technical Field
The application relates to the technical field of artificial intelligence, in particular to a government affair intelligent service method and device and electronic equipment.
Background
In the field of government affairs services, technologies for providing services to users through intelligent customer service exist at present, for example, users need to know the operation flow of a certain event and can ask questions to the intelligent customer service to obtain corresponding answers. However, most of the existing service flows are provided with independent entrances or prepositions for intelligent customer services, and the man-machine cooperation degree and the configurability are not high.
Disclosure of Invention
The application aims to provide a government affair intelligent service method, a government affair intelligent service device and electronic equipment, which can improve the man-machine cooperation degree and configurability.
In a first aspect, an embodiment of the present application provides a government affair intelligent service method, where the method is applied to an intelligent customer service server, and the method includes: responding to a call request of a user terminal, and judging whether all the current manual seats are in a working state; if so, starting the intelligent customer service, and judging whether the number of concurrent routes of the intelligent customer service does not reach the upper limit; if yes, judging whether the mobile phone number corresponding to the user terminal meets the intelligent customer service access condition; if so, judging whether the user terminal initiates an intelligent customer service access request for the first time; if so, connecting the user terminal with the intelligent customer service so as to enable the user corresponding to the user terminal to perform voice interaction with the intelligent customer service; and if the judgment result is negative, switching the call request to the manual cooperation process.
Further, the intelligent customer service access condition includes: at least one preset number; the step of judging whether the mobile phone number corresponding to the user terminal meets the intelligent customer service access condition or not comprises the following steps: extracting the last digit in the mobile phone number corresponding to the user terminal; judging whether the last digit is the same as the digit in at least one preset digit or not; if so, judging that the mobile phone number corresponding to the user terminal meets the intelligent customer service access condition.
Further, the intelligent customer service server is provided with: the system comprises a voice recognition module, a semantic understanding module and a voice synthesis module; the method further comprises the following steps: detecting the performance of a voice recognition module, a semantic understanding module and a voice synthesis module in real time in the process of voice interaction between a user corresponding to a user terminal and an intelligent customer service; and when the performance of any module is abnormal, closing the intelligent customer service and sending alarm information to the appointed operation and maintenance personnel.
Furthermore, an intelligent knowledge base is arranged in the intelligent customer service server; QA knowledge, government affair related knowledge and multi-turn conversation scene knowledge are stored in the intelligent knowledge base.
Further, the method further comprises: detecting the answer rate corresponding to the intelligent customer service in real time so that a worker can adjust the access condition of the intelligent customer service according to the answer rate; the answer rate is used for representing the ratio of the number of calls of the intelligent customer service for correctly answering the questions to the number of calls of the intelligent customer service for receiving all the users for proposing effective questions.
Further, the method further comprises: in the process of voice interaction between a user corresponding to the user terminal and the intelligent customer service, if a manual switching instruction is identified according to voice information of the user or the user cannot answer question information of the user for a preset number of times, switching the call request to a manual cooperation process.
Further, the step of forwarding the call request to the manual collaboration process includes: if the current time is within the preset working time period, judging whether all the current human agents are in a working state, if so, adding the call request into a waiting queue; if not, switching on the manual seat, and displaying the converted text communication record corresponding to the call request to the staff through the buoy; and if the current time is in the preset non-working time period, feeding back prompt information for consulting or leaving a message in the working time to the user terminal.
In a second aspect, an embodiment of the present application further provides a government affairs intelligent service device, where the device is applied to an intelligent customer service server, and the device includes: the request response module is used for responding to a call request of the user terminal; the judging module is used for judging whether all the current artificial seats are in a working state; if so, starting the intelligent customer service, and judging whether the number of concurrent routes of the intelligent customer service does not reach the upper limit; if yes, judging whether the mobile phone number corresponding to the user terminal meets the intelligent customer service access condition; if so, judging whether the user terminal initiates an intelligent customer service access request for the first time; the intelligent customer service access module is used for connecting the user terminal with the intelligent customer service when the judgment result of the judgment module is yes, so that the user corresponding to the user terminal and the intelligent customer service can carry out voice interaction; and the manual switching module is used for switching the call request to the manual cooperation flow when any judgment result of the judgment module is negative.
In a third aspect, an embodiment of the present application further provides an electronic device, which includes a processor and a memory, where the memory stores computer-executable instructions that can be executed by the processor, and the processor executes the computer-executable instructions to implement the method in the first aspect.
In a fourth aspect, embodiments of the present application further provide a computer-readable storage medium storing computer-executable instructions that, when invoked and executed by a processor, cause the processor to implement the method of the first aspect.
In the government affair intelligent service method, the government affair intelligent service device and the electronic equipment, the method is applied to an intelligent customer service server, and after a call request of a user terminal is received, whether all current manual seats are in a working state is judged; if so, starting the intelligent customer service, and judging whether the number of concurrent routes of the intelligent customer service does not reach the upper limit; if yes, judging whether the mobile phone number corresponding to the user terminal meets the intelligent customer service access condition; if so, judging whether the user terminal initiates an intelligent customer service access request for the first time; if so, connecting the user terminal with the intelligent customer service so as to enable the user corresponding to the user terminal to perform voice interaction with the intelligent customer service; and if the judgment result is negative, switching the call request to the manual cooperation process. The method provided by the embodiment of the application determines whether the artificial seat or the intelligent customer service is used for responding to the user call request through the multiple logic judgments, and can improve the cooperativity and configurability between the artificial seat and the intelligent customer service.
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In order to more clearly illustrate the detailed description of the present application or the technical solutions in the prior art, the drawings needed to be used in the detailed description of the present application or the prior art description will be briefly introduced below, and it is obvious that the drawings in the following description are some embodiments of the present application, and other drawings can be obtained by those skilled in the art without creative efforts.
Fig. 1 is a flowchart of a government affairs intelligent service method provided in an embodiment of the present application;
fig. 2 is a flowchart of an intelligent government affair voice robot service process provided in an embodiment of the present application;
FIG. 3 is a flow diagram of intelligent customer service interaction data provided by an embodiment of the present application;
FIG. 4 is a diagram illustrating a portion of core elements of an office manual for a job injury insurance relationship transfer for a job injury worker according to an embodiment of the present application;
fig. 5 is a block diagram illustrating a government affairs intelligent service device according to an embodiment of the present application;
fig. 6 is a schematic structural diagram of an electronic device according to an embodiment of the present application.
Detailed Description
The technical solutions of the present application will be described clearly and completely with reference to the following embodiments, and it should be understood that the described embodiments are some, but not all embodiments of the present application. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.
In the field of government affairs services, technologies for providing services to users through intelligent customer service exist at present, for example, users need to know the operation flow of a certain event and can ask questions to the intelligent customer service to obtain corresponding answers. However, most of the existing service flows are provided with independent entrances or prepositions for intelligent customer services, and the man-machine cooperation degree and the configurability are not high. Based on this, embodiments of the present application provide a method, an apparatus, and an electronic device for intelligent government affairs service, and first, a method disclosed in embodiments of the present application is described in detail to facilitate understanding of the embodiments.
At present, in the field of government intelligent services, after a public calls a telephone, an IVR can be used for presetting a key to enter an intelligent customer service, or questions can be inquired in a free speaking mode to directly enter the intelligent customer service, and at the moment, questions asked by a user can be answered through the intelligent customer service. In this way, the human-computer collaboration is not high, and intelligent services cannot be provided better, and for this problem, an embodiment of the present application provides a government affairs intelligent service method, which is applied to an intelligent customer service server, and with reference to a flowchart of the government affairs intelligent service method shown in fig. 1, the method specifically includes the following steps:
and step S102, responding to a call request of the user terminal, and judging whether all the current human seats are in a working state.
After receiving the call request of the user, the intelligent customer service is not directly accessed, but some logic judgment is performed, firstly, whether the intelligent customer service needs to be accessed or not is judged according to the condition of the current manual seat, if the current manual seat is not in a full busy state, namely, the manual seat can respond to the call request of the user, and under the condition, the step S104 can be executed, and the call request is transferred to the manual coordination process.
And if the human agent is all busy, the next judgment logic can be entered: and step S106 is executed, the intelligent customer service is started, and whether the number of the concurrent routes of the intelligent customer service does not reach the upper limit or not is judged. For example, the set number of concurrent paths of the intelligent customer service is ten paths in total, and if the current number of concurrent paths is also ten paths, step S104 may be executed to forward the call request to the manual collaboration flow.
And if the number of the concurrent paths of the intelligent customer service does not reach the upper limit, entering the next judgment logic, executing the step S108, and judging whether the mobile phone number corresponding to the user terminal meets the access condition of the intelligent customer service.
There are various ways to determine whether the access condition is met, for example, the determination may be performed according to the mobile phone tail number, or according to the type of the first three digits of the mobile phone number, and the details are not repeated here. When it is determined that the mobile phone number corresponding to the user terminal does not meet the intelligent customer service access condition, step S104 may be executed to transfer the call request to the manual collaboration flow.
If the mobile phone number corresponding to the user terminal meets the intelligent customer service access condition, entering the next judgment logic, executing step S110, and judging whether the user terminal initiates an intelligent customer service access request for the first time; this can be judged according to the incoming call number in the history call record, and when it is determined that the user terminal does not initiate the intelligent customer service access request for the first time, step S104 can be executed to transfer the call request to the manual cooperation flow.
If the user terminal initiates the intelligent customer service access request for the first time, step S112 is executed to connect the user terminal to the intelligent customer service, so that the user corresponding to the user terminal performs voice interaction with the intelligent customer service.
In the government affair intelligent service method provided by the embodiment of the application, the method is applied to an intelligent customer service server, and after a call request of a user terminal is received, whether all current manual agents are in a working state is judged; if so, starting the intelligent customer service, and judging whether the number of concurrent routes of the intelligent customer service does not reach the upper limit; if yes, judging whether the mobile phone number corresponding to the user terminal meets the intelligent customer service access condition; if so, judging whether the user terminal initiates an intelligent customer service access request for the first time; if so, connecting the user terminal with the intelligent customer service so as to enable the user corresponding to the user terminal to perform voice interaction with the intelligent customer service; and if the judgment result is negative, switching the call request to the manual cooperation process. The method provided by the embodiment of the application determines whether the artificial seat or the intelligent customer service is used for responding to the user call request through the multiple logic judgments, and can improve the cooperativity and configurability between the artificial seat and the intelligent customer service.
The embodiment of the present application further provides a government affair intelligent service method, which is implemented on the basis of the above embodiment, and this embodiment mainly introduces specific processes of the above determination logics and processing manners in the interaction process. Referring to the service flow of the intelligent government voice robot shown in fig. 2, after a public calls, the public can enter the intelligent customer service through an IVR preset key or directly enter the intelligent customer service by asking questions in a free speaking manner; the intelligent customer service is provided with five judgment logics:
1. the manual agents are busy, which means that all the manual agents are in a working state at present, and at this time, the call request enters a queuing state. The mode is a conservative online mode, namely an auxiliary manual agent with an intelligent customer service rear position answers the public calls in the peak queuing period. The intelligent customer service is mainly responsible for receiving the queued public. Of course, the optimal mode of "entering intelligent customer service in priority" and manual seat assistance can be adjusted according to the operation condition of the intelligent customer service.
2. The intelligent customer service is started, the system is provided with an intelligent customer service switch, and if a sudden or emergency situation occurs, whether the intelligent customer service is started or not can be controlled by one key at any time. The intelligent customer service server is internally provided with: the system comprises a voice recognition module, a semantic understanding module and a voice synthesis module; during the voice interaction process between the user corresponding to the user terminal and the intelligent customer service, the performance of the voice recognition module, the semantic understanding module and the voice synthesis module can be detected in real time; and when the performance of any module is abnormal, closing the intelligent customer service and sending alarm information to the appointed operation and maintenance personnel.
3. The number of intelligent customer service concurrent routes does not reach the online, and because the intelligent customer service resources are limited, the intelligent customer service resources are generally calculated according to the concurrent routes, if 10 paths of intelligent customer service concurrency exist, the upper limit is 10 paths. The method and the system support the multiplexing of a plurality of services or a plurality of skill groups on the same hotline, and utilize intelligent customer service resources to the maximum extent.
4. The intelligent customer service access condition is judged, in order to more reliably get on-line, the current can be limited according to the tail number of the incoming call number, the on-line in a small range with controllable flow is realized, and the limitation of the tail number of the mobile phone can be removed when the resolution reaches a set threshold value.
Specifically, the intelligent customer service access condition may include: at least one preset number; the process of judging whether the mobile phone number corresponding to the user terminal meets the intelligent customer service access condition is as follows: extracting the last digit in the mobile phone number corresponding to the user terminal; judging whether the last digit is the same as the digit in at least one preset digit or not; if so, judging that the mobile phone number corresponding to the user terminal meets the intelligent customer service access condition.
In addition, the corresponding answer rate of the intelligent customer service can be detected in real time, so that the staff can adjust the access condition of the intelligent customer service according to the answer rate; the answer rate is used for representing the ratio of the number of calls of the intelligent customer service for correctly answering the questions to the number of calls of the intelligent customer service for receiving all the users for proposing effective questions.
5. The intelligent customer service is entered in the current day for the first time, and due to the fact that the problem in the government affair field is complex, if the public enters the intelligent customer service once in the current day, the logic that the intelligent customer service is skipped when the incoming call is made again can directly enter the manual seat in order to efficiently solve the problem.
As for the knowledge of intelligent customer service in the government affair field, QA question and answer pairs are mostly adopted, and multi-round and standard knowledge extraction is not supported. In order to solve the problem, an embodiment of the present application provides a generation method of an intelligent knowledge base, in the embodiment, an intelligent customer service server is internally provided with an intelligent knowledge base; QA knowledge, government affair related knowledge and multi-turn conversation scene knowledge are stored in the intelligent knowledge base.
An intelligent customer service interaction data flow diagram is shown in fig. 3, and three gray modules are artificial intelligent core functions and comprise speech recognition (ASR), semantic understanding (NLP) and speech synthesis (TTS), and the three modules sequentially and circularly play respective roles in one call to cooperatively complete the interaction of the intelligent customer service of the speech.
After entering the intelligent customer service, the data sequentially flow, which is as follows: the first process, the public voice question is converted into characters, such as the process corresponding to the consulting voice in the figure; the second process, the text enters the intelligent knowledge base to search for a proper answer, such as the process of consulting the text to search elements in the figure; a third process, converting the text response into voice through voice synthesis, such as the process corresponding to the text response in the figure; and fourthly, finally broadcasting the voice to the public through a voice gateway, such as a process corresponding to the synthesized voice in the figure.
The intelligent knowledge base relates to QA knowledge, multi-turn conversation scenes, policy document knowledge, knowledge fields and experience differences of different intelligent customer services and mainly the difference of functions of the intelligent knowledge base. In the field of government affairs, because the core elements of the standardized affair handling guide are combed and published in the early stage, the standardized elements can be intelligently extracted to form a knowledge set of the business. As shown in FIG. 4, a part of the core elements of the office guidance for the job injury insurance relationship transfer of the job injury worker. The problems of automatic extraction based on the contents shown in fig. 4 are as follows: what materials need to be prepared for job injury insurance relationship transfer for job injury workers? Which rule is referenced for the migration of the job injury insurance relationship between the job injury worker? Time and place of work injury transfer for the work injury insurance relationship? In addition, in the field, besides some simple QA knowledge, some multi-turn conversation scenes can be generated by tools such as a hundred-degree intelligent conversation platform NGD in an intelligent knowledge base, and the consultation efficiency and the problem solution accuracy of a user can be improved.
In addition, in the process of voice interaction between the user corresponding to the user terminal and the intelligent customer service, if a manual switching instruction is identified according to the voice information of the user or the question information of the user cannot be answered for a preset number of times, the call request is switched to the manual cooperation process.
Further, the step of forwarding the call request to the manual collaboration process includes: if the current time is within the preset working time period, judging whether all the current human agents are in a working state, if so, adding the call request into a waiting queue; if not, switching on the manual seat, and displaying the converted text communication record corresponding to the call request to the staff through the buoy; and if the current time is in the preset non-working time period, feeding back prompt information for consulting or leaving a message in the working time to the user terminal. The mode can avoid the problems that in the prior art, due to the fact that man-machine cooperation is independent, the manual seat cannot obtain related information for the problems asked by the intelligent customer service, and the problems need to be communicated with the customer again.
For example, in the intelligent customer service interaction process, logic including "active to artificial" and "passive to artificial" may be triggered. The public who actively changes the manual finger actively expresses the related willingness of changing the manual finger; the manual switching is carried out continuously for 3 times or 5 times in a cumulative way, and the public questions cannot be answered, so that the manual switching is automatically carried out.
If the hot line has a manual work time period, the man-switching man-hour distinguishes the time:
the working time period is as follows:
if the manual seats are all busy during switching, the user can normally enter the queue.
When the manual seat answers the call, if the public calls and the intelligent customer service ditch, the converted text conversation records can be checked through the system buoy.
The non-working time period:
the intelligent customer service triggers the two switching artificial logics to prompt the incoming call of the suggested working time or switch to a message function.
In the intelligent government affair service method provided by the embodiment of the application, the man-machine cooperation degree and the configurability are higher; for knowledge of intelligent customer service in the government affair field, multi-round and standard knowledge extraction is supported; for the questions asked by the intelligent customer service, the manual seat can look up the relevant question and answer information and can further communicate with the user on the basis, so that the working government affair service efficiency is improved.
Based on the foregoing method embodiment, an embodiment of the present application further provides a government affairs intelligent service device, where the device is applied to an intelligent customer service server, and as shown in fig. 5, the device includes:
a request response module 42, configured to respond to a call request of the user terminal; the judging module 44 is used for judging whether all the current artificial seats are in a working state; if so, starting the intelligent customer service, and judging whether the number of concurrent routes of the intelligent customer service does not reach the upper limit; if yes, judging whether the mobile phone number corresponding to the user terminal meets the intelligent customer service access condition; if so, judging whether the user terminal initiates an intelligent customer service access request for the first time; the intelligent customer service access module 46 is used for connecting the user terminal with the intelligent customer service when the judgment result of the judgment module is yes, so that the user corresponding to the user terminal and the intelligent customer service perform voice interaction; and the manual switching module 48 is configured to switch the call request to the manual collaboration flow if any of the determination results of the determination modules is negative.
The intelligent customer service access conditions include: at least one preset number; the judging module 44 is further configured to extract a last digit in the mobile phone number corresponding to the user terminal; judging whether the last digit is the same as the digit in at least one preset digit or not; if so, judging that the mobile phone number corresponding to the user terminal meets the intelligent customer service access condition.
The intelligent customer service server is internally provided with: the system comprises a voice recognition module, a semantic understanding module and a voice synthesis module; the above-mentioned device still includes: the first detection module is used for detecting the performances of the voice recognition module, the semantic understanding module and the voice synthesis module in real time in the process of voice interaction between a user corresponding to the user terminal and the intelligent customer service; and when the performance of any module is abnormal, closing the intelligent customer service and sending alarm information to the appointed operation and maintenance personnel.
An intelligent knowledge base is arranged in the intelligent customer service server; QA knowledge, government affair related knowledge and multi-turn conversation scene knowledge are stored in the intelligent knowledge base.
The above-mentioned device still includes: the second detection module is used for detecting the answer rate corresponding to the intelligent customer service in real time so that the staff can adjust the access condition of the intelligent customer service according to the answer rate; the answer rate is used for representing the ratio of the number of calls of the intelligent customer service for correctly answering the questions to the number of calls of the intelligent customer service for receiving all the users for proposing effective questions.
The manual forwarding module 48 is further configured to forward the call request to the manual coordination process when a user corresponding to the user terminal performs voice interaction with the intelligent customer service, and if a manual forwarding instruction is identified according to the voice information of the user, or when the user cannot answer the question information of the user for a preset number of times.
The manual forwarding module 48 is further configured to, if the current time is within the preset working time period, determine whether all the current manual agents are in a working state, and if so, add the call request to the waiting queue; if not, switching on the manual seat, and displaying the converted text communication record corresponding to the call request to the staff through the buoy; and if the current time is in the preset non-working time period, feeding back prompt information for consulting or leaving a message in the working time to the user terminal.
The government affair intelligent service device provided by the embodiment of the application has the same implementation principle and the same technical effect as the embodiment of the method, and for the sake of brief description, the embodiment of the device is not mentioned, and reference may be made to the corresponding contents in the embodiment of the government affair intelligent service method.
An electronic device is further provided in the embodiment of the present application, as shown in fig. 6, which is a schematic structural diagram of the electronic device, where the electronic device includes a processor 51 and a memory 50, the memory 50 stores computer-executable instructions capable of being executed by the processor 51, and the processor 51 executes the computer-executable instructions to implement the method.
In the embodiment shown in fig. 6, the electronic device further comprises a bus 52 and a communication interface 53, wherein the processor 51, the communication interface 53 and the memory 50 are connected by the bus 52.
The Memory 50 may include a high-speed Random Access Memory (RAM) and may also include a non-volatile Memory (non-volatile Memory), such as at least one disk Memory. The communication connection between the network element of the system and at least one other network element is realized through at least one communication interface 53 (which may be wired or wireless), and the internet, a wide area network, a local network, a metropolitan area network, and the like can be used. The bus 52 may be an ISA (Industry Standard Architecture) bus, a PCI (Peripheral Component Interconnect) bus, an EISA (Extended Industry Standard Architecture) bus, or the like. The bus 52 may be divided into an address bus, a data bus, a control bus, etc. For ease of illustration, only one double-headed arrow is shown in FIG. 6, but that does not indicate only one bus or one type of bus.
The processor 51 may be an integrated circuit chip having signal processing capabilities. In implementation, the steps of the above method may be performed by integrated logic circuits of hardware or instructions in the form of software in the processor 51. The Processor 51 may be a general-purpose Processor, and includes a Central Processing Unit (CPU), a Network Processor (NP), and the like; the device can also be a Digital Signal Processor (DSP), an Application Specific Integrated Circuit (ASIC), a Field Programmable Gate Array (FPGA) or other Programmable logic device, a discrete Gate or transistor logic device, or a discrete hardware component. A general purpose processor may be a microprocessor or the processor may be any conventional processor or the like. The steps of the method disclosed in connection with the embodiments of the present application may be directly implemented by a hardware decoding processor, or implemented by a combination of hardware and software modules in the decoding processor. The software module may be located in ram, flash memory, rom, prom, or eprom, registers, etc. storage media as is well known in the art. The storage medium is located in a memory, and the processor 51 reads information in the memory and performs the steps of the method of the previous embodiment in combination with hardware thereof.
Embodiments of the present application further provide a computer-readable storage medium, where computer-executable instructions are stored, and when the computer-executable instructions are called and executed by a processor, the computer-executable instructions cause the processor to implement the method, and specific implementation may refer to the foregoing method embodiments, and is not described herein again.
The method, the apparatus, and the computer program product of the electronic device provided in the embodiments of the present application include a computer-readable storage medium storing a program code, where instructions included in the program code may be used to execute the method described in the foregoing method embodiments, and specific implementation may refer to the method embodiments, and will not be described herein again.
Unless specifically stated otherwise, the relative steps, numerical expressions, and values of the components and steps set forth in these embodiments do not limit the scope of the present application.
The functions, if implemented in the form of software functional units and sold or used as a stand-alone product, may be stored in a non-volatile computer-readable storage medium executable by a processor. Based on such understanding, the technical solution of the present application or portions thereof that substantially contribute to the prior art may be embodied in the form of a software product stored in a storage medium and including instructions for causing a computer device (which may be a personal computer, a server, or a network device) to execute all or part of the steps of the method according to the embodiments of the present application. And the aforementioned storage medium includes: a U-disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk or an optical disk, and other various media capable of storing program codes.
In the description of the present application, it should be noted that the terms "center", "upper", "lower", "left", "right", "vertical", "horizontal", "inner", "outer", and the like indicate orientations or positional relationships based on the orientations or positional relationships shown in the drawings, and are only for convenience of description and simplicity of description, and do not indicate or imply that the device or element being referred to must have a particular orientation, be constructed and operated in a particular orientation, and thus, should not be construed as limiting the present application. Furthermore, the terms "first," "second," and "third" are used for descriptive purposes only and are not to be construed as indicating or implying relative importance.
Finally, it should be noted that: the above-mentioned embodiments are only specific embodiments of the present application, and are used for illustrating the technical solutions of the present application, but not limiting the same, and the scope of the present application is not limited thereto, and although the present application is described in detail with reference to the foregoing embodiments, those skilled in the art should understand that: any person skilled in the art can modify or easily conceive the technical solutions described in the foregoing embodiments or equivalent substitutes for some technical features within the technical scope disclosed in the present application; such modifications, changes or substitutions do not depart from the spirit and scope of the exemplary embodiments of the present application, and are intended to be covered by the scope of the present application. Therefore, the protection scope of the present application shall be subject to the protection scope of the claims.

Claims (10)

1. A government affair intelligent service method is applied to an intelligent customer service server, and comprises the following steps:
responding to a call request of a user terminal, and judging whether all the current manual seats are in a working state;
if so, starting the intelligent customer service, and judging whether the number of concurrent routes of the intelligent customer service does not reach the upper limit;
if yes, judging whether the mobile phone number corresponding to the user terminal meets the intelligent customer service access condition;
if yes, judging whether the user terminal initiates an intelligent customer service access request for the first time;
if so, connecting the user terminal with the intelligent customer service so as to enable the user corresponding to the user terminal to perform voice interaction with the intelligent customer service;
and if any judgment result is negative, switching the call request to an artificial cooperation process.
2. The method of claim 1, wherein the smart customer service access condition comprises: at least one preset number; the step of judging whether the mobile phone number corresponding to the user terminal meets the intelligent customer service access condition or not comprises the following steps:
extracting the last digit in the mobile phone number corresponding to the user terminal;
judging whether the last digit is the same as a digit in the at least one preset digit or not;
if yes, judging that the mobile phone number corresponding to the user terminal meets the intelligent customer service access condition.
3. The method of claim 1, wherein the smart customer service server has built in: the system comprises a voice recognition module, a semantic understanding module and a voice synthesis module; the method further comprises the following steps:
detecting the performances of the voice recognition module, the semantic understanding module and the voice synthesis module in real time in the process of voice interaction between a user corresponding to the user terminal and the intelligent customer service;
and when the performance of any module is abnormal, closing the intelligent customer service and sending alarm information to the appointed operation and maintenance personnel.
4. The method of claim 1, wherein the intelligent customer service server has an intelligent knowledge base built in; QA knowledge, government affair related knowledge and multi-turn conversation scene knowledge are stored in the intelligent knowledge base.
5. The method of claim 1, further comprising:
detecting the answer rate corresponding to the intelligent customer service in real time so that a worker can adjust the access condition of the intelligent customer service according to the answer rate; the answer rate is used for representing the ratio of the number of calls of the intelligent customer service for correctly answering the questions to the number of calls of the intelligent customer service for receiving all the effective questions provided by the users.
6. The method of claim 1, further comprising:
and in the process of voice interaction between the user corresponding to the user terminal and the intelligent customer service, if a manual switching instruction is identified according to the voice information of the user or the question information of the user cannot be answered for a preset number of times, switching the call request to a manual cooperation process.
7. The method of claim 6, wherein the step of forwarding the call request to a manual collaboration flow comprises:
if the current time is within the preset working time period, judging whether all the current human agents are in a working state, and if so, adding the call request into a waiting queue; if not, switching on the manual seat, and displaying the converted text communication record corresponding to the call request to the staff through the buoy;
and if the current time is in the preset non-working time period, feeding back prompt information for consulting or leaving a message in the working time to the user terminal.
8. A government affairs intelligent service device is characterized in that the device is applied to an intelligent customer service server, and the device comprises:
the request response module is used for responding to a call request of the user terminal;
the judging module is used for judging whether all the current artificial seats are in a working state; if so, starting the intelligent customer service, and judging whether the number of concurrent routes of the intelligent customer service does not reach the upper limit; if yes, judging whether the mobile phone number corresponding to the user terminal meets the intelligent customer service access condition; if yes, judging whether the user terminal initiates an intelligent customer service access request for the first time;
the intelligent customer service access module is used for connecting the user terminal with the intelligent customer service when the judgment result of the judgment module is yes, so that the user corresponding to the user terminal and the intelligent customer service can carry out voice interaction;
and the manual switching module is used for switching the call request to a manual cooperation process when any judgment result of the judgment module is negative.
9. An electronic device comprising a processor and a memory, the memory storing computer-executable instructions executable by the processor, the processor executing the computer-executable instructions to implement the method of any of claims 1 to 7.
10. A computer-readable storage medium having computer-executable instructions stored thereon which, when invoked and executed by a processor, cause the processor to implement the method of any of claims 1 to 7.
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CN112365894A (en) * 2020-11-09 2021-02-12 平安普惠企业管理有限公司 AI-based composite voice interaction method and device and computer equipment
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