TW202241111A - System and method for voice communication management - Google Patents

System and method for voice communication management Download PDF

Info

Publication number
TW202241111A
TW202241111A TW110112110A TW110112110A TW202241111A TW 202241111 A TW202241111 A TW 202241111A TW 110112110 A TW110112110 A TW 110112110A TW 110112110 A TW110112110 A TW 110112110A TW 202241111 A TW202241111 A TW 202241111A
Authority
TW
Taiwan
Prior art keywords
call
voice communication
service request
management system
communication management
Prior art date
Application number
TW110112110A
Other languages
Chinese (zh)
Other versions
TWI788812B (en
Inventor
陳照元
Original Assignee
玉山商業銀行股份有限公司
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by 玉山商業銀行股份有限公司 filed Critical 玉山商業銀行股份有限公司
Priority to TW110112110A priority Critical patent/TWI788812B/en
Publication of TW202241111A publication Critical patent/TW202241111A/en
Application granted granted Critical
Publication of TWI788812B publication Critical patent/TWI788812B/en

Links

Images

Landscapes

  • Exchange Systems With Centralized Control (AREA)
  • Data Exchanges In Wide-Area Networks (AREA)
  • Mobile Radio Communication Systems (AREA)

Abstract

A system for voice communication management is adapted to: after receiving a first calling request coming from a client user end, choosing a target service supplier calling device related to the first calling request from a plural of service supplier calling devices, generating reserved calling identification data corresponding to the target service supplier calling device, and outputting the reserved calling identification data to the client user end. The system for voice communication management is further adapted to: Upon receiving a second calling request from a client calling device through voice communication and determining that the second calling request conforms to a reserved incoming calling condition, transferring the voice communication to the target service supplier calling device, where in the reserved incoming calling condition includes the second calling request indicates the reserved calling identification data.

Description

語音通訊管理系統及方法Voice communication management system and method

本發明是有關於一種語音通訊管理系統，特別是指一種能用於對客戶來電分配客服人員的語音通訊管理系統。本發明還有關於該語音通訊管理系統所實施的一種語音通訊管理方法。The invention relates to a voice communication management system, in particular to a voice communication management system that can be used to assign customer service personnel to incoming calls from customers. The invention also relates to a voice communication management method implemented by the voice communication management system.

在現有技術中，許多機構皆會編制客服人員來向客戶提供語音諮詢服務。但是，當所有客服人員都在通話中時，後續致電的客戶便只能被動地在線上等待客服人員接聽，而且，客戶對於要等待多久才會被接聽往往毫無頭緒，因此，現有技術易造成客戶時間的浪費而導致服務體驗不佳。In the prior art, many organizations prepare customer service personnel to provide voice consulting services to customers. However, when all the customer service personnel are on the phone, the customers who make subsequent calls can only passively wait online for the customer service personnel to answer, and the customers often have no idea how long they will have to wait before being answered. Therefore, the existing technology is easy to cause Waste of customer time leads to poor service experience.

本發明的其中一目的，便在於提供一種能改善現有技術之不便的語音通訊管理系統。One of the objectives of the present invention is to provide a voice communication management system that can improve the inconvenience of the prior art.

本發明語音通訊管理系統適用於電連接多個服務方通話裝置，並包含一轉接單元及一電連接該轉接單元的管理單元。其中，該管理單元在接收到一來自一客戶方使用端的第一通話服務請求後，從該等服務方通話裝置中選出一相關於該第一通話服務請求的目標服務方通話裝置，並產生一對應該目標服務方通話裝置的預約通話識別資料，且將該預約通話識別資料輸出至該客戶方使用端。並且，該管理單元於透過一語音通訊接收到一來自一客戶方通話裝置的第二通話服務請求，且判斷出該第二通話服務請求符合一預約來電條件時，控制該轉接單元將該語音通訊轉接至該目標服務方通話裝置，其中，該預約來電條件包含該第二通話服務請求指示出該預約通話識別資料。The voice communication management system of the present invention is suitable for electrically connecting multiple communication devices of the service party, and includes a switching unit and a management unit electrically connected to the switching unit. Wherein, after receiving a first call service request from a client terminal, the management unit selects a target service party call device related to the first call service request from the service party call devices, and generates a Corresponding to the reserved call identification data of the target service party's calling device, and outputting the reserved call identification data to the client side use end. Moreover, when the management unit receives a second call service request from a client-side call device through a voice communication, and determines that the second call service request meets a condition for a reserved call, it controls the switching unit to send the voice call The communication is transferred to the call device of the target service party, wherein the reserved call condition includes the second call service request indicating the reserved call identification data.

在本發明語音通訊管理系統的一些實施態樣中，該管理單元是透過另一語音通訊而接收到該第一通話服務請求，並且，該管理單元是在接收到該第一通話服務請求且判斷出該等服務方通話裝置皆處於一無法轉接狀態後，才從該等服務方通話裝置中選出該目標服務方通話裝置，並產生及輸出該預約通話識別資料至該客戶方使用端。In some implementation aspects of the voice communication management system of the present invention, the management unit receives the first call service request through another voice communication, and the management unit receives the first call service request and determines After finding out that the calling devices of the serving party are all in a state of being unable to transfer, the target serving party talking device is selected from the calling devices of the serving party, and the reserved call identification data is generated and output to the client using the terminal.

在本發明語音通訊管理系統的一些實施態樣中，該管理單元還決定出一對應該預約通話識別資料的預約有效期間，且還將該預約有效期間輸出至該客戶方使用端，並且，該預約來電條件還包含一對應該第二通話服務請求的請求時間被涵蓋於該預約有效期間之內。In some implementation aspects of the voice communication management system of the present invention, the management unit also determines a valid reservation period for the reserved call identification data, and outputs the valid reservation period to the client terminal, and the The call reservation condition further includes that the request time of the second call service request is covered within the reservation validity period.

在本發明語音通訊管理系統的一些實施態樣中，對於該管理單元所接收到的其他一或多個通話服務請求，該管理單元將每一指示出任何預約通話識別資料的通話服務請求作為一已預約通話服務請求，並且，對於該管理單元所建立的其他一或多個語音通訊，該管理單元在該預約有效期間結束之前不控制該轉接單元將任何未指示出已預約通話服務請求的語音通訊轉接至該目標服務方通話裝置。In some implementation aspects of the voice communication management system of the present invention, for the other one or more call service requests received by the management unit, the management unit regards each call service request indicating any reserved call identification data as a The call service request has been reserved, and, for the other one or more voice communications established by the management unit, the management unit does not control the transfer unit to transfer any voice communication that does not indicate the reserved call service request The voice communication is transferred to the calling device of the target service party.

在本發明語音通訊管理系統的一些實施態樣中，該管理單元是至少根據一當前時間、一預估通話時間長度及一對應該目標服務方通話裝置的當前通話累計時間長度來決定該預約有效期間。In some implementation aspects of the voice communication management system of the present invention, the management unit determines that the reservation is valid based on at least a current time, an estimated call duration, and a current call accumulative duration corresponding to the target server's call device period.

在本發明語音通訊管理系統的一些實施態樣中，該管理單元在接收到該第一通話服務請求後，還對一來自於該客戶方使用端的語音輸入進行語意分析以獲得一對應該語音輸入的語意分析結果，並且，該管理單元是根據該語意分析結果選出該目標服務方通話裝置。In some implementation aspects of the voice communication management system of the present invention, after receiving the first call service request, the management unit further performs semantic analysis on a voice input from the client side to obtain a corresponding voice input The semantic analysis result, and the management unit selects the target service party communication device according to the semantic analysis result.

本發明的另一目的，在於提供一種由該語音通訊管理系統所實施的語音通訊管理方法。Another object of the present invention is to provide a voice communication management method implemented by the voice communication management system.

本發明語音通訊管理方法由一語音通訊管理系統實施，該語音通訊管理系統適用於電連接多個服務方通話裝置，且該客戶語音通訊管理方法包含：(A)該語音通訊管理系統在接收到一來自一客戶方使用端的第一通話服務請求後，從該等服務方通話裝置中選出一相關於該第一通話服務請求的目標服務方通話裝置，並產生一對應該目標服務方通話裝置的預約通話識別資料，且將該預約通話識別資料輸出至該客戶方使用端；(B)該語音通訊管理系統於透過一語音通訊接收到一來自一客戶方通話裝置的第二通話服務請求，且判斷出該第二通話服務請求符合一預約來電條件時，將該語音通訊轉接至該目標服務方通話裝置，其中，該預約來電條件包含該第二通話服務請求指示出該預約通話識別資料。The voice communication management method of the present invention is implemented by a voice communication management system, the voice communication management system is suitable for electrically connecting multiple communication devices of the service party, and the customer voice communication management method includes: (A) the voice communication management system receives After a first call service request from a client user end, a target server call device related to the first call service request is selected from the service party call devices, and a pair of corresponding target service party call devices is generated. Reservation call identification data, and output the reservation call identification data to the client side; (B) the voice communication management system receives a second call service request from a client side communication device through a voice communication, and When it is determined that the second call service request meets a scheduled call condition, the voice communication is transferred to the target service party call device, wherein the scheduled call condition includes that the second call service request indicates the scheduled call identification data.

在本發明語音通訊管理方法的一些實施態樣中，在步驟(A)中，該語音通訊管理系統是透過另一語音通訊而接收到該第一通話服務請求，並且，該語音通訊管理系統是在接收到該第一通話服務請求且判斷出該等服務方通話裝置皆處於一無法轉接狀態後，才從該等服務方通話裝置中選出該目標服務方通話裝置，並產生及輸出該預約通話識別資料至該客戶方使用端。In some implementation aspects of the voice communication management method of the present invention, in step (A), the voice communication management system receives the first call service request through another voice communication, and the voice communication management system is After receiving the first call service request and judging that the call devices of the service party are all in a state of being unable to transfer, the target call device of the service party is selected from the call devices of the service party, and the reservation is generated and output call identification data to the client side.

在本發明語音通訊管理方法的一些實施態樣中，在步驟(A)中，該語音通訊管理系統還決定出一對應該預約通話識別資料的預約有效期間，且還將該預約有效期間輸出至該客戶方使用端，並且，在步驟(B)中，該預約來電條件還包含一對應該第二通話服務請求的請求時間被涵蓋於該預約有效期間之內。In some implementation aspects of the voice communication management method of the present invention, in step (A), the voice communication management system also determines a reservation validity period for a pair of reserved call identification data, and also outputs the reservation validity period to The client uses the terminal, and, in step (B), the call reservation condition further includes that the request time of the second call service request is covered within the reservation validity period.

在本發明語音通訊管理方法的一些實施態樣中，對於該語音通訊管理系統所接收到的其他一或多個通話服務請求，該語音通訊管理系統將每一指示出任何預約通話識別資料的通話服務請求作為一已預約通話服務請求，並且，在步驟(B)中，對於該語音通訊管理系統所建立的其他一或多個語音通訊，該語音通訊管理系統在該預約有效期間結束之前不將任何未指示出已預約通話服務請求的語音通訊轉接至該目標服務方通話裝置。In some implementation aspects of the voice communication management method of the present invention, for the other one or more call service requests received by the voice communication management system, the voice communication management system will The service request is regarded as a reserved call service request, and, in step (B), for the other one or more voice communications established by the voice communication management system, the voice communication management system will not Any voice communication that does not indicate a reserved call service request is forwarded to the target service party's call device.

在本發明語音通訊管理方法的一些實施態樣中，在步驟(B)中，該語音通訊管理系統是至少根據一當前時間、一預估通話時間長度及一對應該目標服務方通話裝置的當前通話累計時間長度來決定該預約有效期間。In some implementation aspects of the voice communication management method of the present invention, in step (B), the voice communication management system is at least based on a current time, an estimated call time length, and a current call device corresponding to the target service party. The duration of the reservation is determined by the accumulated time of the call.

在本發明語音通訊管理方法的一些實施態樣中，在步驟(A)中，該語音通訊管理系統在接收到該第一通話服務請求後，還對一來自於該客戶方使用端的語音輸入進行語意分析以獲得一對應該語音輸入的語意分析結果，並且，該語音通訊管理系統是根據該語意分析結果選出該目標服務方通話裝置。In some implementation aspects of the voice communication management method of the present invention, in step (A), after receiving the first call service request, the voice communication management system further performs a voice input from the client terminal Semantic analysis is performed to obtain a semantic analysis result corresponding to the voice input, and the voice communication management system selects the target service party communication device according to the semantic analysis result.

本發明之功效在於：該語音通訊管理系統能供使用者事先對語音諮詢服務進行預約並獲得對應的預約通話識別資料及預約有效期間，藉此，使用者只要在預約有效期間之內致電並操作該客戶方通話裝置傳送指示出預約通話識別資料的第二通話服務請求至該管理單元，便能夠更即時地開始與客服人員通話，因此，該語音通訊管理系統有助於避免使用者長時間等待客服人員接聽，而確實能對現有技術之不便作出改善。The effect of the present invention is: the voice communication management system can allow users to make reservations for voice consultation services in advance and obtain corresponding reservation call identification data and reservation validity period, so that users only need to call and operate within the reservation validity period The customer-side communication device transmits the second call service request indicating the reserved call identification data to the management unit, so that the conversation with the customer service personnel can be started more immediately. Therefore, the voice communication management system helps to prevent the user from waiting for a long time The customer service personnel answer, and can really make improvement to the inconvenience of existing technology.

在本發明被詳細描述之前，應當注意在以下的說明內容中，類似的元件是以相同的編號來表示。另外，若未特別定義，則本專利說明書中所述的「電連接」是泛指多個電子設備/裝置/元件之間透過導電材料彼此相連而實現的「有線電連接」，以及透過無線通訊技術進行單/雙向無線信號傳輸的「無線電連接」。並且，若未特別定義，則本專利說明書中所述的「電連接」亦泛指多個電子設備/裝置/元件之間彼此直接相連而形成的「直接電連接」，以及多個電子設備/裝置/元件之間還透過其他電子設備/裝置/元件彼此間接相連而形成的「間接電連接」。Before the present invention is described in detail, it should be noted that in the following description, similar elements are denoted by the same numerals. In addition, if not specifically defined, the "electrical connection" mentioned in this patent specification generally refers to the "wired electrical connection" between multiple electronic devices/devices/components connected to each other through conductive materials, and the "wired electrical connection" through wireless communication. "radio link" for one-way/two-way wireless signal transmission. Moreover, if not specifically defined, the "electrical connection" mentioned in this patent specification also generally refers to the "direct electrical connection" formed by direct connection between multiple electronic devices/devices/components, and multiple electronic devices/ The "indirect electrical connection" between devices/components is also indirectly connected to each other through other electronic devices/devices/components.

參閱圖1，本發明語音通訊管理系統1的一第一實施例可例如是由一金融機構所管理，且該語音通訊管理系統1適用於與多個服務方通話裝置2及多個外部通話裝置（圖未示出）電連接。Referring to Fig. 1, a first embodiment of the voice communication management system 1 of the present invention can for example be managed by a financial institution, and the voice communication management system 1 is suitable for communicating with a plurality of service party communication devices 2 and a plurality of external communication devices (not shown) electrical connections.

其中，每一服務方通話裝置2可例如為一台由該金融機構所管理的電話裝置，但也可以是具有通話功能之其他種類的通訊裝置（例如個人電腦），而且，每一服務方通話裝置2例如是用於供一任職於該金融機構的客服人員使用，藉此，該客服人員可利用對應的服務方通話裝置2而向來電的客戶提供語音諮詢服務。Wherein, each service party communication device 2 can be, for example, a telephone device managed by the financial institution, but also can be other types of communication devices (such as personal computers) with communication functions, and each service party communication The device 2 is, for example, used by a customer service personnel working in the financial institution, whereby the customer service personnel can use the corresponding communication device 2 of the service party to provide voice consultation services to customers who call.

另一方面，每一外部通話裝置可例如是由欲利用該金融機構之語音諮詢服務的使用者所持有。為了便於說明，在此將該等外部通話裝置的其中一者作為本實施例中被圖1所示出的一客戶方使用端3，並且，在本實施例中，該客戶方使用端3同時還被作為一客戶方通話裝置4。On the other hand, each external communication device may, for example, be owned by a user who intends to utilize the voice consultation service of the financial institution. For ease of description, one of these external communication devices is used as a client terminal 3 shown in FIG. 1 in this embodiment, and, in this embodiment, the client terminal 3 is simultaneously It is also used as a client side communication device 4.

補充說明的是，該語音通訊管理系統1亦可被應用於其他不同類型的營業機構（例如醫療、餐飲及交通運輸等），因此，該語音通訊管理系統1的應用範疇並不限於本實施例所舉例的金融機構。It is added that the voice communication management system 1 can also be applied to other different types of business organizations (such as medical treatment, catering and transportation, etc.), therefore, the application scope of the voice communication management system 1 is not limited to this embodiment Examples of financial institutions.

該語音通訊管理系統1例如包含一適用於電連接該等服務方通話裝置2及該等外部通話裝置的轉接單元11，以及一電連接該轉接單元11的管理單元12。在本實施例中，該轉接單元11可例如被實施為一電話交換機，而該管理單元12可例如被實施為一或多台管理伺服器。並且，該管理單元12例如能透過該轉接單元11而接收來自每一外部通話裝置的來電，並且建立該管理單元12本身與該外部通話裝置之間的語音通訊，再控制該轉接單元11將與該外部通話裝置之間的語音通訊轉接至該等服務方通話裝置2中處於一可轉接狀態的其中一者，但並不以此為限。The voice communication management system 1 includes, for example, a switch unit 11 suitable for electrically connecting the service-side communication devices 2 and the external communication devices, and a management unit 12 electrically connected to the switch unit 11 . In this embodiment, the switching unit 11 can be implemented as a telephone exchange, and the management unit 12 can be implemented as one or more management servers, for example. And, the management unit 12 can, for example, receive incoming calls from each external communication device through the switching unit 11, and establish voice communication between the management unit 12 itself and the external communication device, and then control the switching unit 11 Transferring the voice communication with the external communication device to one of the service party communication devices 2 in a transferable state, but not limited thereto.

在本實施例中，該管理單元12例如儲存有一語音服務模組D1、一語意分析模組D2及一客服人員資料庫D3。其中，藉由運行該語音服務模組D1，該管理單元12能在與任一外部通話裝置進行語音通訊的情形下提供電腦語音服務。具體而言，該管理單元12可例如在建立其本身與其中一外部通話裝置之間的語音通訊時，自動向該外部通話裝置輸出一服務引導語音，舉例來說，該服務引導語音可例如為「您好，***服務請按1，理財保險服務請按2…，或者輸入您的預約編號」，但並不以此為限。In this embodiment, the management unit 12 stores, for example, a voice service module D1, a semantic analysis module D2 and a customer service personnel database D3. Wherein, by running the voice service module D1, the management unit 12 can provide computer voice service in the situation of voice communication with any external communication device. Specifically, the management unit 12 can, for example, automatically output a service guidance voice to the external communication device when establishing a voice communication between itself and one of the external communication devices. For example, the service guidance voice can be, for example, "Hello, please press 1 for credit card services, please press 2 for financial insurance services..., or enter your appointment number", but it is not limited to this.

另一方面，藉由運行該語意分析模組D2，該管理單元12能在與其中一外部通話裝置進行語音通訊的情形下，針對來自該外部通話裝置的語音輸入進行例如以自然語言處理為基礎的語意分析，但並不以此為限。On the other hand, by running the semantic analysis module D2, the management unit 12 can, in the case of voice communication with one of the external communication devices, perform, for example, a natural language processing-based Semantic analysis, but not limited to this.

再一方面，該客服人員資料庫D3例如包含多筆分別對應該等服務方通話裝置2的客服人員屬性資料，且每一客服人員屬性資料例如相關於對應之服務方通話裝置2所對應的客服人員的負責業務屬性，但並不以此為限。On the other hand, the customer service personnel database D3, for example, includes a plurality of customer service personnel attribute data respectively corresponding to the communication devices 2 of the service party, and each customer service personnel attribute data is, for example, related to the customer service personnel corresponding to the communication device 2 of the corresponding service party. The responsible business attributes of the personnel, but not limited thereto.

補充說明的是，該語音服務模組D1及該語意分析模組D2可例如是以現有技術實現，且其詳細實現方式並非本專利說明書之技術重點，故在此不再詳述其細節。It should be added that the voice service module D1 and the semantic analysis module D2 can be realized by existing technology, and the detailed implementation method is not the technical focus of this patent specification, so the details will not be described in detail here.

同時參閱圖1及圖2，以下以圖1的該客戶方使用端3為例地詳細說明本實施例的該語音通訊管理系統1如何實施一語音通訊管理方法。Referring to FIG. 1 and FIG. 2 at the same time, how the voice communication management system 1 of this embodiment implements a voice communication management method will be described in detail below taking the client terminal 3 in FIG. 1 as an example.

首先，在步驟S1中，當該管理單元12透過該轉接單元11接收到來自於該客戶方使用端3的來電時，該管理單元12建立該管理單元12本身與該客戶方使用端3之間的一第一語音通訊，並且在該第一語音通訊的進行過程中接收一來自該客戶方使用端3的第一通話服務請求。First, in step S1, when the management unit 12 receives an incoming call from the client terminal 3 through the switching unit 11, the management unit 12 establishes a connection between the management unit 12 itself and the client terminal 3 A first voice communication between the two parties, and receive a first call service request from the client terminal 3 during the first voice communication.

在本實施例中，該客戶方使用端3可例如是由一使用者所持有的一通話裝置（例如手機或室內電話），且該第一通話服務請求可例如是由該客戶方使用端3在該第一語音通訊的進行過程中根據該使用者的操作而產生的。更具體地舉例來說，該管理單元12在建立該第一語音通訊時，例如會利用該語音服務模組D1而自動向該客戶方使用端3輸出該服務引導語音，藉此，該使用者可例如根據該管理單元12所輸出的該服務引導語音而對該客戶方使用端3進行對應的操作（例如按下對應的按鈕或者說出對應的內容），而使得該客戶方使用端3在該第一語音通訊的進行過程中產生並傳送該第一通話服務請求至該管理單元12。並且，在本實施例中，該第一通話服務請求例如指示出將該第一語音通訊轉接給客服人員的需求，而相當於一客服轉接請求，但並不以此為限。In this embodiment, the client terminal 3 can be, for example, a communication device held by a user (such as a mobile phone or a landline phone), and the first call service request can be, for example, issued by the client terminal. 3 generated according to the user's operation during the first voice communication. More specifically, for example, when the management unit 12 establishes the first voice communication, for example, it will use the voice service module D1 to automatically output the service guidance voice to the client terminal 3, whereby the user can For example, according to the service guidance voice output by the management unit 12, the client terminal 3 can be operated correspondingly (such as pressing a corresponding button or speaking the corresponding content), so that the client terminal 3 can The first call service request is generated and sent to the management unit 12 during the first voice communication. Moreover, in this embodiment, the first call service request indicates, for example, the need to transfer the first voice communication to customer service personnel, which is equivalent to a customer service transfer request, but it is not limited thereto.

在該管理單元12透過該第一語音通訊接收到該第一通話服務請求後，流程進行至步驟S2。After the management unit 12 receives the first call service request through the first voice communication, the process proceeds to step S2.

在步驟S2中，該管理單元12根據該第一通話服務請求判斷該等服務方通話裝置2中是否有至少一者處於該可轉接狀態。若該管理單元12的判斷結果為是，流程進行至步驟S3。另一方面，若該管理單元12的判斷結果為否，則例如代表所有該等服務方通話裝置2皆處於一無法轉接狀態，此時，流程則進行至步驟S4。In step S2, the management unit 12 judges whether at least one of the service-party call devices 2 is in the transferable state according to the first call service request. If the determination result of the management unit 12 is yes, the process proceeds to step S3. On the other hand, if the judgment result of the management unit 12 is negative, it means that all the communication devices 2 of the service party are in a state of being unable to transfer, and at this time, the flow proceeds to step S4.

補充說明的是，在本實施例中，該可轉接狀態例如是代表對應的服務方通話裝置2處於空線，而能供對應的客服人員隨時接聽來電的狀態。另一方面，該無法轉接狀態則例如是代表對應的服務方通話裝置2因處於忙線或其他因素，以致無法讓對應之客服人員接聽新來電的狀態。It should be added that, in this embodiment, the transferable state means, for example, that the corresponding service-party call device 2 is in an idle state, and the corresponding customer service personnel can answer incoming calls at any time. On the other hand, the unable-to-transfer state, for example, represents the state that the corresponding service party communication device 2 cannot allow the corresponding customer service personnel to answer the new incoming call due to busy line or other factors.

在接續於步驟S2之後的步驟S3中，一旦該管理單元12判斷出該等服務方通話裝置2中有其中至少一者處於該可轉接狀態，則該管理單元12控制該轉接單元11將該第一語音通訊轉接至處於該可轉接狀態的其中一個服務方通話裝置2，以使得該使用者能與其中該服務方通話裝置2所對應的客服人員彼此通話。並且，在將該第一語音通訊成功轉接至其中該服務方通話裝置2後，本實施例的語音通訊管理方法結束。In step S3 following step S2, once the management unit 12 determines that at least one of the serving party communication devices 2 is in the transferable state, the management unit 12 controls the transfer unit 11 to The first voice communication is transferred to one of the service-party communication devices 2 in the transferable state, so that the user can communicate with the customer service personnel corresponding to the service-party communication device 2 . And, after the first voice communication is successfully transferred to the communication device 2 of the serving party, the voice communication management method of this embodiment ends.

在接續於步驟S2之後的步驟S4中，一旦該管理單元12判斷出該等服務方通話裝置2皆處於該無法轉接狀態，該管理單元12例如利用該語音服務模組D1向該客戶方使用端3輸出一服務需求確認語音，舉例來說，該服務需求確認語音可例如被實施為「很抱歉，目前客服人員都在忙線中，請直接說出您的服務需求，或者稍後再撥」，但並不以此為限。接著，流程則進行至步驟S5。In step S4 following step S2, once the management unit 12 judges that the communication devices 2 of the service party are in the state of being unable to transfer, the management unit 12, for example, uses the voice service module D1 to use the voice service module D1 to the client side Terminal 3 outputs a service demand confirmation voice, for example, the service demand confirmation voice can be implemented as "I'm sorry, the customer service personnel are busy at present, please directly state your service demand, or call later ", but not limited to this. Then, the flow proceeds to step S5.

在步驟S5中，當該管理單元12透過該第一語音通訊接收到一來自於該客戶方使用端3的語音輸入時，該管理單元12利用該語意分析模組D2針對該語音輸入進行語意分析，藉此產生一對應該語音輸入的語意分析結果。更具體地說，該語音輸入例如是該使用者根據該服務需求確認語音的引導而對該客戶方使用端3進行口述的內容，例如「我想查詢***的核卡進度」。另一方面，該語意分析結果例如指示出該金融機構的多個服務項目的其中一者，例如「***申辦」，但並不以此為限。在該管理單元12產生該語意分析結果後，流程進行至步驟S6。In step S5, when the management unit 12 receives a voice input from the client terminal 3 through the first voice communication, the management unit 12 uses the semantic analysis module D2 to perform semantic analysis on the voice input , so as to generate a pair of semantic analysis results corresponding to the voice input. More specifically, the voice input is, for example, the content that the user dictates to the client terminal 3 according to the voice guidance confirmed by the service requirement, for example, "I want to inquire about the progress of credit card verification". On the other hand, the semantic analysis result indicates, for example, one of the multiple service items of the financial institution, such as "credit card application", but not limited thereto. After the management unit 12 generates the semantic analysis result, the process proceeds to step S6.

在步驟S6中，該管理單元12根據該語意分析結果從該等服務方通話裝置2中選出一對應於該語意分析結果的目標服務方通話裝置2’（示例性地示於圖1）。更明確地說，在本實施例中，該管理單元12例如是將該語意分析結果與該客服人員資料庫D3的該等客服人員屬性資料進行匹配分析，藉此根據該等客服人員的負責業務屬性來決定要將哪一個服務方通話裝置2作為該目標服務方通話裝置2’。舉例來說，假設該語意分析結果指示出「***申辦」，則該管理單元12便例如會將專門負責***業務之客服人員所對應的服務方通話裝置2作為該目標服務方通話裝置2’，但並不以此為限。在該管理單元12選出該目標服務方通話裝置2’後，流程進行至步驟S7。In step S6, the management unit 12 selects a target service-party communication device 2' corresponding to the semantic analysis result from the service-party communication devices 2 according to the semantic analysis result (exemplarily shown in FIG. 1 ). More specifically, in this embodiment, the management unit 12, for example, performs matching analysis on the semantic analysis result and the attribute data of the customer service personnel in the customer service personnel database D3, thereby according to the responsible business of the customer service personnel attribute to determine which server communication device 2 is to be the target server communication device 2'. For example, assuming that the semantic analysis result indicates "applying for a credit card", the management unit 12 will, for example, use the service party communication device 2 corresponding to the customer service personnel in charge of credit card business as the target service party communication device 2', But not limited to this. After the management unit 12 selects the target service party communication device 2', the flow proceeds to step S7.

在步驟S7中，該管理單元12產生一對應該目標服務方通話裝置2’的預約通話識別資料，並決定出一對應該預約通話識別資料的預約有效期間，接著，該管理單元12將該預約通話識別資料及該預約有效期間儲存，並將該預約通話識別資料及該預約有效期間輸出至該客戶方使用端3。In step S7, the management unit 12 generates a pair of scheduled call identification data corresponding to the target service party's communication device 2', and determines a pair of reservation validity period corresponding to the reserved call identification data, and then, the management unit 12 makes the reserved call The call identification data and the reservation validity period are stored, and the reservation call identification data and the reservation validity period are output to the client terminal 3 .

在本實施例中，該預約通話識別資料例如是被實施為一具有多個字元的字串，更詳細地說，該預約通話識別資料可例如為一具有唯一性的預約編號（例如「063542」），然而，在不同的實施態樣中，該預約通話識別資料亦可例如被實施為一相關於該使用者的識別資料（例如身分證字號或手機號碼），或者是由該使用者自行設定的密碼，而並不以本實施例為限。In this embodiment, the reserved call identification data is, for example, implemented as a character string with multiple characters. More specifically, the reserved call identification data can be, for example, a unique reservation number (such as "063542 ”), however, in different implementation forms, the scheduled call identification data can also be implemented as an identification data related to the user (such as ID card number or mobile phone number), or the user can The set password is not limited to this embodiment.

另一方面，在本實施例中，若該目標服務方通話裝置2’當前正處於忙線中，則該管理單元12例如是根據一當前時間、一預估通話時間長度與一對應該目標服務方通話裝置2’的當前通話累計時間長度之間的差，以及一預設時間長度來決定該預約有效期間，但並不以此為限。其中，該預估通話時間長度可例如是由該管理單元12根據該等服務方通話裝置2在一段歷史期間內（例如近一個月內）的多筆歷史通話時間長度所決定出的。更具體地舉例來說，該管理單元12可例如是將該等歷史通話時間長度由短至長地進行排序，並例如將第98百分位的該歷史通話時間長度作為該預估通話時間長度，但並不以此為限。並且，該預約有效期間的一起始時間點可例如是該當前時間加上該預估通話時間長度與該當前通話累計時間長度之間的差，而該預約有效期間的一結束時間點則可例如是該起始時間點再加上該預設時間長度。所以，假設該當前時間為下午一點、該預估通話時間長度為「20分鐘」、該當前通話累計時間長度為「5分鐘」（亦即該目標服務方通話裝置2’已忙線5分鐘），並假設該預設時間長度為「15分鐘」，則該預約有效期間的起始時間點可例如為「下午一點十五分」，而該預約有效期間的結束時間點則可例如為「下午一點三十分」，但並不以此為限。On the other hand, in this embodiment, if the calling device 2' of the target service party is currently busy, the management unit 12, for example, based on a current time, an estimated call duration and a corresponding target service The effective period of the appointment is determined by the difference between the accumulated time of the current call of the party's call device 2' and a preset time length, but it is not limited thereto. Wherein, the estimated call duration may be determined, for example, by the management unit 12 according to multiple historical call durations of the service-party call devices 2 within a historical period (for example, within a month). More specifically, for example, the management unit 12 may, for example, sort the historical call durations from shortest to longest, and for example use the 98th percentile of the historical call durations as the estimated call duration , but not limited to this. And, a starting time point during the effective period of the reservation can be, for example, the current time plus the difference between the estimated call duration and the accumulated time length of the current call, and an end time point during the valid period of the reservation can be, for example, It is the starting time point plus the preset time length. Therefore, assuming that the current time is one o'clock in the afternoon, the estimated call duration is "20 minutes", and the cumulative duration of the current call is "5 minutes" (that is, the target service party's call device 2' has been busy for 5 minutes) , and assuming that the preset time length is "15 minutes", the starting time point of the valid reservation period can be, for example, "1:15 p.m.", and the end time point of the valid reservation period can be, for example, " One thirty in the afternoon", but not limited thereto.

再一方面，在本實施例中，該管理單元12例如是利用該語音服務模組D1而將該預約通話識別資料及該預約有效期間以一預約提示語音的形式輸出至該客戶方使用端3，舉例來說，該預約提示語音可例如為「已收到您的需求，請您於今日下午一點十五分至一點三十分之間再次來電，並輸入您的預約編號063542，我們將安排專人優先為您服務，謝謝」。補充說明的是，在其他的實施態樣中，該管理單元12亦可將該預約通話識別資料及該預約有效期間採用其他形式（例如簡訊、即時訊息、推播或電子郵件）提供至該客戶方使用端3，而並不以本實施例為限。On the other hand, in this embodiment, the management unit 12, for example, utilizes the voice service module D1 to output the reservation call identification data and the reservation validity period to the client terminal 3 in the form of a reservation prompt voice , for example, the appointment prompt voice can be such as "I have received your request, please call again between 1:15pm and 1:30pm today, and enter your appointment number 063542, we will We will arrange someone to serve you first, thank you." It should be added that, in other implementations, the management unit 12 may also provide the reserved call identification data and the reserved validity period to the customer in other forms (such as text messages, instant messages, push broadcasts or emails) The party uses the terminal 3, and is not limited to this embodiment.

在該管理單元12將該預約通話識別資料及該預約有效期間輸出至該客戶方使用端3後，該管理單元12例如結束與該客戶方使用端3之間的該第一語音通訊，並且，流程進行至步驟S8。After the management unit 12 outputs the scheduled call identification data and the valid period of the reservation to the client terminal 3, the management unit 12, for example, ends the first voice communication with the client terminal 3, and, The flow proceeds to step S8.

在步驟S8中，當該管理單元12透過該轉接單元11接收到來自於一客戶方通話裝置4的來電時，該管理單元12建立該管理單元12本身與該客戶方通話裝置4之間的一第二語音通訊，並且在該第二語音通訊的過程中接收一來自於該客戶方通話裝置4的第二通話服務請求。In step S8, when the management unit 12 receives an incoming call from a client-side communication device 4 through the switching unit 11, the management unit 12 establishes a communication between the management unit 12 itself and the client-side communication device 4 A second voice communication, and receiving a second call service request from the client-side communication device 4 during the second voice communication.

特別說明的是，在本實施例的應用中，該客戶方通話裝置4與該客戶方使用端3實質上例如是同一台裝置，且例如是由同一位使用者進行操作。更明確地舉例來說，該客戶方通話裝置4與該客戶方使用端3在本實施例的應用中例如皆是指該使用者的手機。然而，在實際的實施情形中，該客戶方通話裝置4與該客戶方使用端3亦有可能分別為兩台彼此不同且獨立的裝置，舉例來說，該客戶方使用端3可例如為該使用者的手機，而該客戶方通話裝置4則可例如為該使用者的室內電話，因此，該客戶方使用端3與該客戶方通話裝置4的實際態樣並不以本實施例為限。In particular, in the application of this embodiment, the client-side communication device 4 and the client-side user terminal 3 are, for example, substantially the same device, and are, for example, operated by the same user. More specifically, for example, the client-side communication device 4 and the client-side user terminal 3 both refer to the user's mobile phone in the application of this embodiment. However, in an actual implementation situation, the client-side communication device 4 and the client-side user terminal 3 may also be two different and independent devices. For example, the client-side user terminal 3 may be the The user's mobile phone, and the client side communication device 4 can be, for example, the user's indoor phone, therefore, the actual appearance of the client side use terminal 3 and the client side communication device 4 is not limited to this embodiment .

並且，該第二通話服務請求可例如是由該客戶方通話裝置4在該第二語音通訊的進行過程中根據該使用者的操作而產生的。更具體地舉例來說，與步驟S1類似地，該管理單元12在建立該第二語音通訊時，例如會利用該語音服務模組D1而自動向該客戶方通話裝置4輸出該服務引導語音，藉此，該使用者可例如根據該管理單元12所輸出的該服務引導語音而對該客戶方通話裝置4進行對應的操作（例如按下對應的按鍵或者說出對應的內容），而使得該客戶方通話裝置4在該第二語音通訊的進行過程中產生並傳送該第二通話服務請求至該管理單元12。並且，類似於該第一通話服務請求地，該第二通話服務請求例如也指示出將該第二語音通訊轉接給客服人員的需求，而相當於另一客服轉接請求。Moreover, the second call service request may be generated, for example, by the client-side call device 4 according to the user's operation during the second voice communication. More specifically, for example, similar to step S1, when the management unit 12 establishes the second voice communication, for example, it will use the voice service module D1 to automatically output the service guidance voice to the communication device 4 on the client side, Thereby, the user can, for example, perform corresponding operations on the client-side communication device 4 according to the service guidance voice output by the management unit 12 (such as pressing a corresponding button or speaking a corresponding content), so that the The client-side communication device 4 generates and transmits the second call service request to the management unit 12 during the second voice communication. Moreover, similar to the first call service request, the second call service request also indicates, for example, the need to transfer the second voice communication to customer service personnel, which is equivalent to another customer service transfer request.

在該管理單元12透過該第二語音通訊接收到該第二通話服務請求後，流程進行至步驟S9。After the management unit 12 receives the second call service request through the second voice communication, the process proceeds to step S9.

在步驟S9中，當該管理單元12判斷出該第二通話服務請求符合一對應該預約通話識別資料的預約來電條件時，在該目標服務方通話裝置2’處於該可轉接狀態的前提下，該管理單元12控制該轉接單元11將該第二語音通訊轉接至該目標服務方通話裝置2’，以使得該客戶方通話裝置4與該目標服務方通話裝置2’之間建立雙向語音通訊，藉此，該使用者便能與該目標服務方通話裝置2’所對應的客服人員彼此通話。特別說明的是，在該管理單元12判斷出該第二通話服務請求符合該預約來電條件之前，該管理單元12並不會控制該轉接單元11將該第二語音通訊轉接至該目標服務方通話裝置2’。In step S9, when the management unit 12 judges that the second call service request meets the reserved call condition corresponding to the reserved call identification data, on the premise that the target service party call device 2' is in the transferable state , the management unit 12 controls the switching unit 11 to transfer the second voice communication to the target service party communication device 2', so that a two-way communication device 4 is established between the client side communication device 4 and the target service party communication device 2' Voice communication, whereby the user can communicate with the customer service personnel corresponding to the communication device 2' of the target service party. In particular, the management unit 12 will not control the transfer unit 11 to transfer the second voice communication to the target service before the management unit 12 judges that the second call service request meets the call reservation condition. Party talking device 2'.

具體來說，在本實施例中，該預約來電條件例如代表該第二通話服務請求指示出該預約通話識別資料（例如「063542」），且該第二通話服務請求所對應的一請求時間被涵蓋於該預約有效期間（例如當日的下午一點十五分至一點三十分）之內。Specifically, in this embodiment, the reserved call condition represents, for example, that the second call service request indicates the reserved call identification data (such as "063542"), and a request time corresponding to the second call service request is set Covered within the validity period of the appointment (for example, from 1:15pm to 1:30pm on the day).

更詳細地說，該管理單元12可例如是藉由該客戶方通話裝置4所受到的按鍵輸入操作而判斷出該第二通話服務請求指示出該預約通話識別資料，也可例如是根據一來自於該客戶方通話裝置4的語音輸入而判斷出該第二通話服務請求指示出該預約通話識別資料。換句話說，該使用者可例如是以操作按鍵或口述的方式而將該預約通話識別資料輸入於該客戶方通話裝置4，並使得該客戶方通話裝置4產生並傳送指示出該預約通話識別資料的該第二通話服務請求，但並不以此為限。In more detail, the management unit 12 may, for example, determine that the second call service request indicates the reserved call identification data based on the key input operation received by the client-side call device 4, or may, for example, be based on a It is judged that the second call service request indicates the scheduled call identification data through the voice input of the client side call device 4 . In other words, the user can, for example, input the scheduled call identification data into the client-side communication device 4 by operating buttons or dictating, and make the client-side communication device 4 generate and transmit an indication of the scheduled call identification. The second call service request for data, but not limited thereto.

另一方面，該第二通話服務請求所對應的該請求時間在本實施例中可例如是代表該管理單元12接收到該客戶方通話裝置4之來電的時間，然而，在類似的實施態樣中，該請求時間亦可例如是代表該第二語音通訊被建立的時間，或者是該管理單元12接收到該第二通話服務請求的時間，而並不以本實施例為限。On the other hand, the request time corresponding to the second call service request in this embodiment may be, for example, the time when the management unit 12 receives the incoming call from the client-side communication device 4. However, in a similar implementation In this example, the request time may also be, for example, the time when the second voice communication is established, or the time when the management unit 12 receives the second call service request, and is not limited to this embodiment.

也就是說，若使用者在該預約有效期間之內利用該客戶方通話裝置4致電該金融機構，便能使得該請求時間被涵蓋於該預約有效期間之內，並且，當該使用者在該第二語音通訊被建立後操作該客戶方通話裝置4輸出指示出該預約通話識別資料的該第二通話服務請求至該管理單元12，該管理單元12便會判定該第二通話服務請求符合該預約來電條件，而控制該轉接單元11將該第二語音通訊轉接至該目標服務方通話裝置2’。That is to say, if the user utilizes the client-side communication device 4 to call the financial institution within the valid period of the reservation, the request time can be covered within the valid period of the reservation, and, when the user is within the valid period of the reservation After the second voice communication is established, operate the client-side communication device 4 to output the second call service request indicating the reserved call identification data to the management unit 12, and the management unit 12 will determine that the second call service request conforms to the Reserving an incoming call condition, and controlling the switching unit 11 to switch the second voice communication to the target service party communication device 2 ′.

進一步說明的是，在本實施例中，對於該管理單元12透過其建立的任何語音通訊（包含該第一語音通訊及該第二語音通訊）所接收到的每一通話服務請求（包含該第一通話服務請求及該第二通話服務請求），若該通話服務請求並未指示出任何預約通話識別資料，則該管理單元12會將該通話服務請求作為一未預約通話服務請求，而若該通話服務請求有指示出能被該管理單元12所識別的預約通話識別資料，則該管理單元12便會將該通話服務請求作為一已預約通話服務請求。因此，以本實施例為例，該管理單元12會將該第一通話服務請求作為未預約通話服務請求，而將該第二通話服務請求作為已預約通話服務請求。值得注意的是，在本實施例中，從該管理單元12將該預約通話識別資料及該預約有效期間輸出至該客戶方使用端3（即步驟S7）起，到該預約有效期間結束為止，即便該目標服務方通話裝置2’已處於該可轉接狀態，該管理單元12也不會控制該轉接單元11將任何「未」指示出已預約通話服務請求的語音通訊轉接至該目標服務方通話裝置2’。如此一來，當該管理單元12接收到符合該預約來電條件的該第二通話服務請求時，本實施例能夠盡量確保該目標服務方通話裝置2’是處於該可轉接狀態，而有利於該管理單元12成功將該第二語音通訊轉接至該目標服務方通話裝置2’。It is further explained that, in this embodiment, for each call service request (including the second voice communication) received by the management unit 12 through any voice communication (including the first voice communication and the second voice communication) a call service request and the second call service request), if the call service request does not indicate any reserved call identification information, the management unit 12 will regard the call service request as an unreserved call service request, and if the If the call service request indicates the reserved call identification data that can be recognized by the management unit 12, the management unit 12 will regard the call service request as a reserved call service request. Therefore, taking this embodiment as an example, the management unit 12 will regard the first call service request as an unreserved call service request, and regard the second call service request as a reserved call service request. It is worth noting that, in this embodiment, from the time when the management unit 12 outputs the reserved call identification data and the reserved valid period to the client terminal 3 (that is, step S7), until the reserved valid period ends, Even if the target server's call device 2' is already in the transferable state, the management unit 12 will not control the transfer unit 11 to transfer any voice communication that "does not" indicate a reserved call service request to the target The server communication device 2'. In this way, when the management unit 12 receives the second call service request that meets the call reservation condition, this embodiment can try to ensure that the target service party's call device 2' is in the transferable state, which is beneficial to The management unit 12 successfully transfers the second voice communication to the target service party communication device 2'.

並且，在將該第二語音通訊成功轉接至該目標服務方通話裝置2’後，本實施例的語音通訊管理方法結束。And, after the second voice communication is successfully transferred to the target server communication device 2', the voice communication management method of this embodiment ends.

補充說明的是，若該目標服務方通話裝置2’在該管理單元12判斷出該第二通話服務請求符合該預約來電條件時仍處於該無法轉接狀態，則該管理單元12可例如利用該語音服務模組D1向該客戶方通話裝置4輸出該服務引導語音，且流程從步驟S2再次開始進行，但並不以此為限。It is supplemented that if the target service party call device 2' is still in the state of being unable to transfer when the management unit 12 judges that the second call service request meets the call reservation condition, the management unit 12 can, for example, use the The voice service module D1 outputs the service guide voice to the client-side communication device 4, and the process starts again from step S2, but it is not limited thereto.

藉由本實施例所實施的語音通訊管理方法，該語音通訊管理系統1能在該使用者透過該客戶方使用端3來電但客服人員皆在忙線中的情況下利用該服務需求確認語音引導該使用者口述其服務需求，接著利用語意分析的結果選出合適的目標服務方通話裝置2’，並將對應的預約通話識別資料及預約有效期間提供至該客戶方使用端3。如此一來，即便該使用者在第一次致電該金融服務機構時未能成功與客服人員通話，該使用者也能藉由該次致電的過程而對該金融機構的語音諮詢服務進行預約，藉此，該使用者只要在預約有效期間之內再次致電該金融服務機構，並操作該客戶方使用端3/客戶方通話裝置4傳送指示出預約通話識別資料的第二通話服務請求至該管理單元12，便能使該管理單元12控制該轉接單元11將該使用者轉接給該目標服務方通話裝置2’所對應的客戶人員，而能避免使用者浪費時間等待客服人員接聽。With the voice communication management method implemented in this embodiment, the voice communication management system 1 can use the service request confirmation voice to guide the user when the user calls through the client terminal 3 but the customer service personnel are busy. The user dictates his service requirements, and then uses the result of semantic analysis to select a suitable target service party call device 2 ′, and provides the corresponding reservation call identification data and reservation validity period to the client side use terminal 3 . In this way, even if the user fails to communicate with the customer service personnel when calling the financial service institution for the first time, the user can still make an appointment for the voice consultation service of the financial institution through the process of the call, In this way, the user only needs to call the financial service institution again within the validity period of the reservation, and operate the client terminal 3/client communication device 4 to send a second call service request indicating the reserved call identification data to the management unit 12, the management unit 12 can control the transfer unit 11 to transfer the user to the customer personnel corresponding to the target service party communication device 2', so as to prevent the user from wasting time waiting for the customer service personnel to answer.

以上即為本實施例之語音通訊管理系統1如何實施該語音通訊管理方法的示例說明。應當理解的是，前述對於步驟S1至步驟S9的說明及圖2的流程圖僅是用於示例說明該語音通訊管理方法的其中一種可實施方式，並且，即便將步驟S1至步驟S9進行合併或順序調整，只要能達成與本實施例均等之功效，即屬於該語音通訊管理方法的可實施態樣，因此，步驟S1至步驟S9的順序並非用於限制本發明之可實施範圍。The above is an illustration of how the voice communication management system 1 of this embodiment implements the voice communication management method. It should be understood that the foregoing description of steps S1 to S9 and the flow chart in FIG. 2 are only used to illustrate one of the possible implementations of the voice communication management method, and even if steps S1 to S9 are combined or Sequence adjustment, as long as it can achieve the same effect as this embodiment, is an implementable aspect of the voice communication management method. Therefore, the order of steps S1 to S9 is not intended to limit the scope of implementation of the present invention.

本發明還提供了該語音通訊管理系統1的一第二實施例，並且，相較於前述的第一實施例，第二實施例的差異主要在於該語音通訊管理系統1所實施的該語音通訊管理方法。The present invention also provides a second embodiment of the voice communication management system 1, and, compared with the aforementioned first embodiment, the difference of the second embodiment mainly lies in the voice communication implemented by the voice communication management system 1 Management method.

具體而言，在第二實施例的語音通訊管理方法中，該管理單元12並未如第一實施例般地建立其本身與該客戶方使用端3之間的該第一語音通訊。也就是說，在第二實施例中，該管理單元12並非透過語音通訊的方式來接收該第一通話服務請求，也並非透過語音通訊的方式來將該預約通話識別資料及該預約有效期間提供至該客戶方使用端3。Specifically, in the voice communication management method of the second embodiment, the management unit 12 does not establish the first voice communication between itself and the client terminal 3 as in the first embodiment. That is to say, in the second embodiment, the management unit 12 does not receive the first call service request through voice communication, nor does it provide the reservation call identification data and the reservation validity period through voice communication. To the client side use end 3.

更詳細地說，在第二實施例中，該客戶方使用端3例如是藉由執行一由該金融機構所發行的金融服務應用程式，並根據該使用者對其本身的輸入操作來產生並傳送該第一通話服務請求至該管理單元12，以致該管理單元12透過例如網際網路而接收該第一通話服務請求。並且，在第二實施例中，該第一通話服務請求可例如包含該使用者以打字或選擇特定選項所輸入的服務需求內容，但並不以此為限。In more detail, in the second embodiment, the client terminal 3 is generated by executing a financial service application program issued by the financial institution, and according to the user's input operation on itself, and The first call service request is sent to the management unit 12, so that the management unit 12 receives the first call service request through, for example, the Internet. Moreover, in the second embodiment, the first call service request may include, for example, the service requirement input by the user by typing or selecting a specific option, but it is not limited thereto.

接著，在該管理單元12接收到該第一通話服務請求，並產生對應該目標服務方通話裝置2’的該預約通話識別資料及對應的該預約有效期間後，該管理單元12可例如是以應用程式推播的方式而將該預約通話識別資料及該預約有效期間透過例如網際網路回傳至該客戶方使用端3。如此一來，該使用者便能夠在該金融服務應用程式的操作介面中查看該預約通話識別資料及該預約有效期間。Next, after the management unit 12 receives the first call service request, and generates the reserved call identification data corresponding to the target service party’s call device 2' and the corresponding reservation validity period, the management unit 12 can, for example, use The reserved call identification data and the reserved validity period are sent back to the client terminal 3 through the Internet, for example, by way of application push. In this way, the user can check the reserved call identification information and the reserved valid period in the operation interface of the financial service application program.

另外，與第一實施例類似的是，在第二實施例中，該管理單元12在該預約有效期間以及該預約有效期間之前的一段期間內不會將任何未指示出已預約通話服務請求的語音通訊轉接至該目標服務方通話裝置2’，以盡量確保該管理單元12能在判斷出該第二通話服務請求符合該預約來電條件時成功將該第二語音通訊轉接至該目標服務方通話裝置2’。In addition, similar to the first embodiment, in the second embodiment, the management unit 12 will not send any call service requests that do not indicate an already reserved call service request during the valid reservation period and a period of time before the valid reservation period. The voice communication is transferred to the target service party communication device 2', so as to ensure that the management unit 12 can successfully transfer the second voice communication to the target service when it determines that the second call service request meets the scheduled call condition Party talking device 2'.

如此一來，本發明第二實施例的該語音通訊管理系統1能供使用者利用該金融服務應用程式事先對該金融機構的語音諮詢服務進行預約，而能避免使用者在致電時浪費時間等待客服人員接聽。In this way, the voice communication management system 1 of the second embodiment of the present invention can allow the user to use the financial service application program to make reservations for the voice consultation service of the financial institution in advance, so as to prevent the user from wasting time waiting when calling Customer service personnel answer.

綜上所述，藉由實施該語音通訊管理方法，該語音通訊管理系統1能供使用者事先對語音諮詢服務進行預約並獲得對應的預約通話識別資料及預約有效期間，藉此，使用者只要在預約有效期間之內致電並操作該客戶方使用端3/客戶方通話裝置4傳送指示出預約通話識別資料的第二通話服務請求至該管理單元12，便能夠更即時地開始與客服人員通話，因此，該語音通訊管理系統1有助於避免使用者長時間等待客服人員接聽，故確實能達成本發明之目的。To sum up, by implementing the voice communication management method, the voice communication management system 1 can allow users to make reservations for voice consultation services in advance and obtain the corresponding reservation call identification data and reservation validity period, so that users only need to Call and operate the client's use terminal 3/client's intercom device 4 within the valid reservation period to send a second call service request indicating the reserved call identification data to the management unit 12, so that the call with the customer service personnel can be started more immediately , Therefore, this voice communication management system 1 helps to avoid the user waiting for a customer service personnel to answer for a long time, so it can really achieve the purpose of the present invention.

惟以上所述者，僅為本發明之實施例而已，當不能以此限定本發明實施之範圍，凡是依本發明申請專利範圍及專利說明書內容所作之簡單的等效變化與修飾，皆仍屬本發明專利涵蓋之範圍內。But what is described above is only an embodiment of the present invention, and should not limit the scope of the present invention. All simple equivalent changes and modifications made according to the patent scope of the present invention and the content of the patent specification are still within the scope of the present invention. Within the scope covered by the patent of the present invention.

1:語音通訊管理系統 11:轉接單元 12:管理單元 D1:語音服務模組 D2:語意分析模組 D3:客服人員資料庫 2:服務方通話裝置 2’:目標服務方通話裝置 3:客戶方使用端 4:客戶方通話裝置 S1~S9:步驟 1: Voice communication management system 11: Transition unit 12: Snap-in D1: Voice service module D2: Semantic analysis module D3: customer service personnel database 2: The calling device of the service party 2': target service party call device 3: The client uses the terminal 4: The client's communication device S1~S9: steps

本發明之其他的特徵及功效，將於參照圖式的實施方式中清楚地呈現，其中： 圖1是本發明語音通訊管理系統之一第一實施例的一方塊示意圖；及 圖2是一流程圖，用於示例性地說明該第一實施例如何實施一語音通訊管理方法。 Other features and effects of the present invention will be clearly presented in the implementation manner with reference to the drawings, wherein: FIG. 1 is a schematic block diagram of a first embodiment of the voice communication management system of the present invention; and FIG. 2 is a flowchart for exemplarily explaining how the first embodiment implements a voice communication management method.

1:語音通訊管理系統 1: Voice communication management system

11:轉接單元 11: Transition unit

12:管理單元 12: Snap-in

D1:語音服務模組 D1: Voice service module

D2:語意分析模組 D2: Semantic analysis module

D3:客服人員資料庫 D3: customer service personnel database

2:服務方通話裝置 2: The calling device of the service party

2’:目標服務方通話裝置 2': target service party call device

3:客戶方使用端 3: The client uses the terminal

4:客戶方通話裝置 4: The client's communication device

Claims (12)

一種語音通訊管理系統，適用於電連接多個服務方通話裝置，並包含： 一轉接單元；及 一管理單元，電連接該轉接單元； 其中，該管理單元在接收到一來自一客戶方使用端的第一通話服務請求後，從該等服務方通話裝置中選出一相關於該第一通話服務請求的目標服務方通話裝置，並產生一對應該目標服務方通話裝置的預約通話識別資料，且將該預約通話識別資料輸出至該客戶方使用端，並且，該管理單元於透過一語音通訊接收到一來自一客戶方通話裝置的第二通話服務請求，且判斷出該第二通話服務請求符合一預約來電條件時，控制該轉接單元將該語音通訊轉接至該目標服務方通話裝置，其中，該預約來電條件包含該第二通話服務請求指示出該預約通話識別資料。 A voice communication management system, which is suitable for electrically connecting multiple communication devices of the service party, and includes: a switching unit; and a management unit electrically connected to the switching unit; Wherein, after receiving a first call service request from a client terminal, the management unit selects a target service party call device related to the first call service request from the service party call devices, and generates a Corresponding to the reserved call identification data of the target service party’s call device, and output the reserved call identification data to the client side, and the management unit receives a second call from a client side call device through a voice communication Call service request, and when it is judged that the second call service request meets a scheduled call condition, control the switching unit to transfer the voice communication to the target service party call device, wherein the scheduled call condition includes the second call The service request indicates the reserved call identification data. 如請求項1所述的語音通訊管理系統，其中，該管理單元是透過另一語音通訊而接收到該第一通話服務請求，並且，該管理單元是在接收到該第一通話服務請求且判斷出該等服務方通話裝置皆處於一無法轉接狀態後，才從該等服務方通話裝置中選出該目標服務方通話裝置，並產生及輸出該預約通話識別資料至該客戶方使用端。The voice communication management system as described in claim 1, wherein the management unit receives the first call service request through another voice communication, and the management unit receives the first call service request and judges After finding out that the calling devices of the serving party are all in a state of being unable to transfer, the target serving party talking device is selected from the calling devices of the serving party, and the reserved call identification data is generated and output to the client using the terminal. 如請求項2所述的語音通訊管理系統，其中，該管理單元還決定出一對應該預約通話識別資料的預約有效期間，且還將該預約有效期間輸出至該客戶方使用端，並且，該預約來電條件還包含一對應該第二通話服務請求的請求時間被涵蓋於該預約有效期間之內。The voice communication management system as described in Claim 2, wherein the management unit also determines a valid reservation period for the reserved call identification data, and outputs the valid reservation period to the client side, and the The call reservation condition further includes that the request time of the second call service request is covered within the reservation validity period. 如請求項3所述的語音通訊管理系統，其中，對於該管理單元所接收到的其他一或多個通話服務請求，該管理單元將每一指示出任何預約通話識別資料的通話服務請求作為一已預約通話服務請求，並且，對於該管理單元所建立的其他一或多個語音通訊，該管理單元在該預約有效期間結束之前不控制該轉接單元將任何未指示出已預約通話服務請求的語音通訊轉接至該目標服務方通話裝置。The voice communication management system as described in claim 3, wherein, for the other one or more call service requests received by the management unit, the management unit regards each call service request indicating any reserved call identification data as a The call service request has been reserved, and, for the other one or more voice communications established by the management unit, the management unit does not control the transfer unit to transfer any voice communication that does not indicate the reserved call service request The voice communication is transferred to the calling device of the target service party. 如請求項3所述的語音通訊管理系統，其中，該管理單元是至少根據一當前時間、一預估通話時間長度及一對應該目標服務方通話裝置的當前通話累計時間長度來決定該預約有效期間。The voice communication management system as described in claim 3, wherein the management unit determines that the reservation is valid based on at least a current time, an estimated call duration, and a current call accumulative duration of the target service party's call device period. 如請求項1所述的語音通訊管理系統，其中，該管理單元在接收到該第一通話服務請求後，還對一來自於該客戶方使用端的語音輸入進行語意分析以獲得一對應該語音輸入的語意分析結果，並且，該管理單元是根據該語意分析結果選出該目標服務方通話裝置。The voice communication management system as described in Claim 1, wherein, after receiving the first call service request, the management unit further performs semantic analysis on a voice input from the client terminal to obtain a corresponding voice input The semantic analysis result, and the management unit selects the target service party communication device according to the semantic analysis result. 一種語音通訊管理方法，由一語音通訊管理系統實施，該語音通訊管理系統適用於電連接多個服務方通話裝置，且該客戶語音通訊管理方法包含： (A)該語音通訊管理系統在接收到一來自一客戶方使用端的第一通話服務請求後，從該等服務方通話裝置中選出一相關於該第一通話服務請求的目標服務方通話裝置，並產生一對應該目標服務方通話裝置的預約通話識別資料，且將該預約通話識別資料輸出至該客戶方使用端；及 (B)該語音通訊管理系統於透過一語音通訊接收到一來自一客戶方通話裝置的第二通話服務請求，且判斷出該第二通話服務請求符合一預約來電條件時，將該語音通訊轉接至該目標服務方通話裝置，其中，該預約來電條件包含該第二通話服務請求指示出該預約通話識別資料。 A voice communication management method, implemented by a voice communication management system, the voice communication management system is suitable for electrically connecting multiple communication devices of the service party, and the customer voice communication management method includes: (A) After receiving a first call service request from a client user end, the voice communication management system selects a target service party call device related to the first call service request from among the service party call devices, And generate a pair of reserved call identification data of the target service party's call device, and output the reserved call identification data to the client's use end; and (B) When the voice communication management system receives a second call service request from a client-side communication device through a voice communication, and judges that the second call service request meets a scheduled call condition, it transfers the voice communication to The call device connected to the target service party, wherein the reserved call condition includes the second call service request indicating the reserved call identification data. 如請求項7所述的語音通訊管理方法，其中，在步驟(A)中，該語音通訊管理系統是透過另一語音通訊而接收到該第一通話服務請求，並且，該語音通訊管理系統是在接收到該第一通話服務請求且判斷出該等服務方通話裝置皆處於一無法轉接狀態後，才從該等服務方通話裝置中選出該目標服務方通話裝置，並產生及輸出該預約通話識別資料至該客戶方使用端。The voice communication management method as described in claim 7, wherein, in step (A), the voice communication management system receives the first call service request through another voice communication, and the voice communication management system is After receiving the first call service request and judging that the call devices of the service party are all in a state of being unable to transfer, the target call device of the service party is selected from the call devices of the service party, and the reservation is generated and output call identification data to the client side. 如請求項8所述的語音通訊管理方法，其中，在步驟(A)中，該語音通訊管理系統還決定出一對應該預約通話識別資料的預約有效期間，且還將該預約有效期間輸出至該客戶方使用端，並且，在步驟(B)中，該預約來電條件還包含一對應該第二通話服務請求的請求時間被涵蓋於該預約有效期間之內。The voice communication management method as described in claim 8, wherein, in step (A), the voice communication management system also determines a reservation validity period of a pair of reserved call identification data, and also outputs the reservation validity period to The client uses the terminal, and, in step (B), the call reservation condition further includes that the request time of the second call service request is covered within the reservation validity period. 如請求項9所述的語音通訊管理方法，其中，對於該語音通訊管理系統所接收到的其他一或多個通話服務請求，該語音通訊管理系統將每一指示出任何預約通話識別資料的通話服務請求作為一已預約通話服務請求，並且，在步驟(B)中，對於該語音通訊管理系統所建立的其他一或多個語音通訊，該語音通訊管理系統在該預約有效期間結束之前不將任何未指示出已預約通話服務請求的語音通訊轉接至該目標服務方通話裝置。The voice communication management method as described in Claim 9, wherein, for the other one or more call service requests received by the voice communication management system, the voice communication management system will each indicate any reserved call identification data The service request is regarded as a reserved call service request, and, in step (B), for the other one or more voice communications established by the voice communication management system, the voice communication management system will not Any voice communication that does not indicate a reserved call service request is forwarded to the target service party's call device. 如請求項9所述的語音通訊管理方法，其中，在步驟(B)中，該語音通訊管理系統是至少根據一當前時間、一預估通話時間長度及一對應該目標服務方通話裝置的當前通話累計時間長度來決定該預約有效期間。The voice communication management method as described in claim 9, wherein, in step (B), the voice communication management system is at least based on a current time, an estimated call duration and a current call device of the target service party The duration of the reservation is determined by the accumulated time of the call. 如請求項7所述的語音通訊管理方法，其中，在步驟(A)中，該語音通訊管理系統在接收到該第一通話服務請求後，還對一來自於該客戶方使用端的語音輸入進行語意分析以獲得一對應該語音輸入的語意分析結果，並且，該語音通訊管理系統是根據該語意分析結果選出該目標服務方通話裝置。The voice communication management method as described in claim 7, wherein, in step (A), after receiving the first call service request, the voice communication management system further performs a voice input from the client terminal Semantic analysis is performed to obtain a semantic analysis result corresponding to the voice input, and the voice communication management system selects the target service party communication device according to the semantic analysis result.
TW110112110A 2021-04-01 2021-04-01 System and method for voice communication management TWI788812B (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
TW110112110A TWI788812B (en) 2021-04-01 2021-04-01 System and method for voice communication management

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
TW110112110A TWI788812B (en) 2021-04-01 2021-04-01 System and method for voice communication management

Publications (2)

Publication Number Publication Date
TW202241111A true TW202241111A (en) 2022-10-16
TWI788812B TWI788812B (en) 2023-01-01

Family

ID=85460502

Family Applications (1)

Application Number Title Priority Date Filing Date
TW110112110A TWI788812B (en) 2021-04-01 2021-04-01 System and method for voice communication management

Country Status (1)

Country Link
TW (1) TWI788812B (en)

Family Cites Families (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN101587609A (en) * 2009-06-12 2009-11-25 西安华腾智能仪器有限责任公司 Reservation service system with identity authentication
CN109272129B (en) * 2018-09-20 2022-03-18 重庆先特服务外包产业有限公司 Call center service management system
TWM613783U (en) * 2021-04-01 2021-06-21 玉山商業銀行股份有限公司 Voice communication management system

Also Published As

Publication number Publication date
TWI788812B (en) 2023-01-01

Similar Documents

Publication Publication Date Title
US9118760B2 (en) Systems and methods for coordinated voice and data communications
CN101088273B (en) System and method for initiating a conference call
US9392419B1 (en) Method and apparatus for establishing a conference call session with a wireless device
US7720091B2 (en) Systems and methods to arrange call back
US5872841A (en) Apparatus and method for scheduling a telephone call
EP2811727B1 (en) Conference call set-up
CA2431154A1 (en) Technique for providing personalized information and communications services
US6744869B2 (en) Method and system for one party to pass a calling invitation to another party
US20100208881A1 (en) Communication terminal
CN100581194C (en) Systems and methods for storing personal messages
CN1909454B (en) System, method, and computer readable medium for providing secure access between devices
US20120014292A1 (en) Access Management System and Access Management Method
US9635179B1 (en) Consumer care system
US20060274724A1 (en) Method of providing a parallel voice and data connection with a call center and a device for the same
WO2015106592A1 (en) Agent allocation method, cti device, terminal, and agent allocation system
RU2721825C2 (en) System and method of establishing communication over multiple communication platforms
KR101217762B1 (en) Interactive consultation system and method using smart phone
CN103067620A (en) Method and device of realizing customer services
TWM613783U (en) Voice communication management system
TWI788812B (en) System and method for voice communication management
EP1569431A1 (en) Automatic conferencing service
CN113596383B (en) Method, device and equipment for managing participants of network conference
JP5582278B2 (en) Call control system and call control method
KR100929052B1 (en) System and method for interactive voice and video response service
KR100965090B1 (en) System and method for the call agent connection service using video information menu based on VRS