WO2020113850A1 - Implementation method for call-based authentication system, system, and readable storage medium - Google Patents

Implementation method for call-based authentication system, system, and readable storage medium Download PDF

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Publication number
WO2020113850A1
WO2020113850A1 PCT/CN2019/078526 CN2019078526W WO2020113850A1 WO 2020113850 A1 WO2020113850 A1 WO 2020113850A1 CN 2019078526 W CN2019078526 W CN 2019078526W WO 2020113850 A1 WO2020113850 A1 WO 2020113850A1
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Prior art keywords
question
dialogue
nuclear
answer
voice data
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PCT/CN2019/078526
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French (fr)
Chinese (zh)
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杨海军
徐倩
杨强
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深圳前海微众银行股份有限公司
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Publication of WO2020113850A1 publication Critical patent/WO2020113850A1/en

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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
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H04M3/4936—Speech interaction details
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/06—Buying, selling or leasing transactions
    • G06Q30/0601—Electronic shopping [e-shopping]
    • G06Q30/0633—Lists, e.g. purchase orders, compilation or processing
    • 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
    • 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
    • H04M3/5183—Call or contact centers with computer-telephony arrangements

Definitions

  • the present application relates to the fields of artificial intelligence and telephone cores, and in particular, to a method, system, and readable storage medium for implementing an electric nuclear system.
  • the main purpose of the present application is to provide a method for realizing an electric nuclear system, aiming to solve the technical problem that the existing telephone core needs staff to participate and cannot be a smart telephone core.
  • the present application provides a method for implementing an electric nuclear system.
  • the method for implementing an electric nuclear system includes the following steps:
  • the dialogue question is updated based on the answer and the question decision tree corresponding to the electricity nuclear order.
  • the step of determining an answer based on the voice data and the text content after voice recognition includes:
  • the step of determining the answer based on the task mode type and the reply message includes:
  • the answer corresponding to the fusion result is obtained based on the question and answer knowledge base.
  • the method further includes:
  • the step of determining the answer based on the task mode type and the reply message further includes:
  • the present application also provides an electrical core system
  • the electrical core system includes: a memory, a processor, and an electrical core system implementation program stored on the memory and executable on the processor When the program for implementing the nuclear power system is executed by the processor, any of the steps of the method for implementing the nuclear power system described above is implemented.
  • FIG. 1 is a schematic structural diagram of a nuclear power system in a hardware operating environment involved in an embodiment of the present application
  • FIG. 2 is a schematic flowchart of a first embodiment of a method for implementing a nuclear power system of the present application
  • FIG. 4 is a schematic flowchart of a third embodiment of a method for implementing a nuclear power system of the present application.
  • FIG. 1 is a schematic structural diagram of a nuclear power system in a hardware operating environment involved in an embodiment of the present application.
  • the mobile system can also be equipped with other sensors such as gyroscopes, barometers, hygrometers, thermometers, infrared sensors, etc. No longer.
  • FIG. 1 does not constitute a limitation on the system, and may include more or less components than those illustrated, or combine certain components, or arrange different components.
  • the memory 1005 as a computer storage medium may include an operating system, a network communication module, a client interface module, and an electric core system implementation program.
  • the phone nucleus is a more commonly used method.
  • the system when the nuclear telephone is connected, the system obtains the first dialogue question from the question decision tree corresponding to the customer, and uses speech synthesis technology to convert the dialogue question into a speech and broadcast it to the customer.
  • the customer gives corresponding answers according to the questions of voice playback.
  • the nuclear power system when the nuclear power system receives the voice data fed back by the customer, it performs voice recognition on the voice data, converts it into text content, performs relevant matching and query in the knowledge base of the nuclear power system, and then gives the customer response The corresponding answer. Further, the nuclear power system determines the path in the problem decision tree according to the answer corresponding to the customer's response, that is, the location of the next node, and the problem corresponding to the node location is the next round of dialogue problems of the nuclear power system.
  • the knowledge base consists of two parts: a question and answer knowledge base and a task knowledge base.
  • the question and answer knowledge base is composed of business knowledge, knowledge graph, and chat database. After the electronic nuclear system performs speech recognition on the voice data of the customer's reply, it further determines which knowledge base is used for answer retrieval according to the specific situation, and finally determines the answer corresponding to the customer's reply.
  • Step S5000 After the dialogue question is played to the customer after being synthesized by speech, obtain the delay time of the electric nuclear system
  • the electronic nuclear system After the electronic nuclear system obtains the dialogue question and plays it to the customer through speech synthesis, it is necessary to obtain the customer's reply within a preset duration, that is to say, when the nuclear nuclear system synthesizes the dialogue question through speech synthesis After playing to the client, the system starts timing, and then determines whether the client's response timed out.
  • Step S6000 When the voice data corresponding to the dialogue question is not received within the delay time, it is played back to the client through voice synthesis based on the dialogue question again.
  • the method for implementing the nuclear power system proposed in this embodiment obtains the nuclear power order based on the nuclear power management database, dials the customer phone number corresponding to the nuclear power order at the nuclear power time corresponding to the nuclear power order, and then obtains the nuclear power order
  • the dialogue question corresponding to the order and when the customer's phone is on hold, the dialogue question is synthesized by voice and played back to the customer.
  • the voice data corresponding to the dialogue question is received, based on the voice data,
  • the text content after speech recognition and the dialogue rules update the dialogue question, and then when the dialogue question does not satisfy the call condition, continue to execute the dialogue question corresponding to the electricity nuclear order, and when the client phone is on hold,
  • the step of broadcasting the dialogue question to the client after speech synthesis The nuclear power system selects the next round of dialogue questions according to the preset dialogue rules and the content of each response of the customer, which realizes the intelligentization of the telephone core, improves the service efficiency of the nuclear power, and reduces the cost of the nuclear power.
  • step S3000 includes:
  • the nuclear power system when the nuclear power system receives the voice data fed back by the customer, it performs voice recognition on the voice data, converts it into text content, performs relevant matching and query in the knowledge base of the nuclear power system, and then gives the customer response The corresponding answer.
  • step S3100 includes:
  • Step S3110 when receiving voice data corresponding to the dialogue question, acquiring key information corresponding to the voice data and the text content after voice recognition, and generating reply information based on the key information;
  • Step S3120 determine the task mode type based on the reply message
  • the knowledge base is composed of two parts: a question and answer knowledge base and a task knowledge base.
  • the task mode of the nuclear power system is divided into a first task mode and a second task mode, where the first task mode corresponds to the question and answer knowledge base.
  • the second task mode corresponds to the task knowledge base, and the task mode type is confirmed according to the reply message.
  • the nuclear power system when the nuclear power system receives voice data fed back by the customer, it performs voice recognition on the voice data to generate a reply message, and then the nuclear power system performs relevant matching and query in the knowledge base corresponding to the task mode type , And then give the corresponding answer to the customer's reply.
  • Step S3200 Update the dialogue question based on the answer and the question decision tree corresponding to the electricity nuclear order.
  • the nuclear power system determines the path in the problem decision tree according to the answer corresponding to the customer's response, that is, the position of the next node.
  • the problem corresponding to this node position is the next round of dialogue problems of the nuclear power system, that is, the It is said that the dialogue question is a question obtained from the question decision tree, and the specific content of which node of the question decision tree needs to be determined according to the answer to the previous question provided by the customer.
  • step S3130 includes:
  • Step S3131 when the task mode type is the first task mode, determining a fusion result based on the reply message and a preset algorithm;
  • Step S3132 when the fusion result meets a preset requirement, obtain an answer corresponding to the fusion result based on a question and answer knowledge base.
  • the response message is preprocessed according to a preset algorithm to obtain a fusion result, where the fusion result is used to further determine whether to confirm the answer in the Q&A knowledge base or to chat
  • the library confirms the answer.
  • the nuclear power system obtains the answer corresponding to the fusion result based on the question and answer knowledge base. It should be noted that there are two situations when the fusion result matches the question and answer knowledge base. One is that the fusion result exactly matches an answer of the question and answer knowledge base. At this time, the answer is directly obtained, and the other is the existence and fusion. Answers with similar results, at this time select the highest similarity as the answer.
  • step S3131 it further includes: when the fusion result does not meet the preset requirements, obtaining an answer corresponding to the fusion result based on a chat database.
  • the nuclear power system obtains the answer corresponding to the fusion result based on the chat database.
  • the nuclear power system judges whether the answer is found in the chat database, if the answer is found in the chat database, the nuclear system outputs the answer; if the answer is not found in the chat database, the nuclear system obtains the pre-stored default answer And output the default answer.
  • step S3131 includes: the preset algorithm includes: question matching, search ranking, and knowledge reasoning.
  • step S3130 further includes: when the task mode type is the second task mode, obtaining an answer based on the reply message and the task knowledge base.
  • the nuclear power system when the task mode type is the second task mode, the nuclear power system obtains an answer based on the task knowledge base. The nuclear power system judges whether the target answer is found in the task knowledge base. If the target answer is found in the task knowledge base, the nuclear power system outputs the target answer; if the target answer is not found in the task knowledge base, the nuclear power system Then obtain the pre-stored default answer and output the default answer.
  • the implementation method of the nuclear power system proposed in this embodiment when the task mode type is the first task mode, determines a fusion result based on the reply message and a preset algorithm, and then when the fusion result meets the preset requirements, based on The question and answer knowledge base obtains the answer corresponding to the fusion result. Next, when the fusion result does not meet the preset requirements, the answer corresponding to the fusion result is obtained based on the chat database. When no answer is found in the Q&A knowledge base, go to the chat library to find the answer. Only when no answer is found in the chat library, the default answer is output, which improves the success rate of the nuclear power system to confirm the answer.
  • the readable storage medium of the present application stores a nuclear power system implementation program, and when the nuclear power system implementation program is executed by a processor, the following operations are implemented:
  • the dialogue question is updated based on the answer and the question decision tree corresponding to the electricity nuclear order.
  • the answer is determined based on the task mode type and the reply message.
  • the answer corresponding to the fusion result is obtained based on a chat database.
  • the answer is obtained based on the reply message and the task knowledge base.
  • the voice data corresponding to the dialogue question is not received within the delay time, it is played back to the client through voice synthesis based on the dialogue question again.
  • the methods of the above embodiments can be implemented by means of software plus the necessary general hardware platform, and of course, can also be implemented by hardware, but in many cases the former is better Implementation.
  • the technical solution of the present application can be embodied in the form of a software product in essence or part that contributes to the existing technology, and the computer software product is stored in a storage medium (such as ROM/RAM as described above) , Disks, and CD-ROMs), including several instructions to enable a system device (which may be a mobile phone, computer, server, air conditioner, or network device, etc.) to perform the methods described in the embodiments of the present application.
  • a system device which may be a mobile phone, computer, server, air conditioner, or network device, etc.

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Abstract

The present application discloses an implementation method for a call-based authentication system. The method comprises the following steps: acquiring a call-based authentication order on the basis of a call-based authentication management database, and calling a customer, corresponding to the call-based authentication order, at a call-based authentication time corresponding to the call-based authentication order; acquiring a dialogue question corresponding to the call-based authentication order, and while the customer is still on the phone, performing text to speech on the dialogue question and playing a resultant speech to the customer; when voice data corresponding to the dialogue question is received, updating the dialogue question on the basis of the voice data, text content acquired by means of voice recognition, and a dialogue rule; and if the updated dialogue question does not meet a call termination condition, using the updated dialogue question as a dialogue question, and continuing to perform the step of performing, when the customer is still on the phone, text to speech on the dialogue question and playing a resultant speech to the customer. The present application also discloses a call-based authentication system and a readable storage medium. The invention achieves intelligent call-based authentication to improve the service efficiency of call-based authentication.

Description

电核***实现方法、***及可读存储介质 Implementation method, system and readable storage medium of electric nuclear system The
本申请要求于2018年12月7日提交中国专利局、申请号为201811502367.8、发明名称为“电核***实现方法、***及可读存储介质”的中国专利申请的优先权，其全部内容通过引用结合在申请中。This application requires the priority of the Chinese patent application submitted to the Chinese Patent Office on December 7, 2018, with the application number 201811502367.8 and the invention titled "Electrical Nuclear System Implementation Method, System and Readable Storage Medium", the entire contents of which are cited by reference Incorporated in the application.
技术领域Technical field
本申请涉及人工智能和电话核身领域，尤其涉及一种电核***实现方法、***及可读存储介质。The present application relates to the fields of artificial intelligence and telephone cores, and in particular, to a method, system, and readable storage medium for implementing an electric nuclear system.
背景技术Background technique
电核全称是电话核实身份信息，即某些业务需要对客户进行电话核身，并留存通话记录。目前大多数公司的做法是人工座席与客户直接通话，有些公司在探索一些改进的电核方案，比如播放录音代替坐席说话。但是，无论是人工座席还是播放录音都需要工作人员的参与，因此存在需要人力数量多、培训周期长，不能快速上岗、服务效率低等问题，而且坐席不能并行处理多个电话，服务时间也有限制。The full name of the telenuclear is to verify the identity information by phone, that is, certain businesses need to verify the phone of the customer and keep the call record. At present, the practice of most companies is to directly talk with customers through manual agents, and some companies are exploring some improved nuclear solutions, such as playing recordings instead of agents talking. However, whether it is a manual agent or playing a recording requires the participation of staff, so there are problems such as a large number of manpower, a long training period, the inability to work quickly, and low service efficiency. Moreover, agents cannot handle multiple calls in parallel, and service hours are also limited .
上述内容仅用于辅助理解本申请的技术方案，并不代表承认上述内容是现有技术。The above content is only used to help understand the technical solution of the present application, and does not mean that the above content is recognized as prior art.
发明内容Summary of the invention
本申请的主要目的在于提供一种电核***实现方法，旨在解决现有电话核身需要工作人员参与，不能智能电话核身的技术问题。The main purpose of the present application is to provide a method for realizing an electric nuclear system, aiming to solve the technical problem that the existing telephone core needs staff to participate and cannot be a smart telephone core.
为实现上述目的，本申请提供一种电核***实现方法，所述的电核***实现方法包括以下步骤：To achieve the above objective, the present application provides a method for implementing an electric nuclear system. The method for implementing an electric nuclear system includes the following steps:
基于电核管理数据库获取电核订单，在所述电核订单对应的电核时间拨打所述电核订单对应的客户电话；Obtaining the electricity nuclear order based on the electricity nuclear management database, and dialing the customer phone number corresponding to the electricity nuclear order at the electricity nuclear time corresponding to the electricity nuclear order;
获取所述电核订单对应的对话问题，并在所述客户电话保持通话时，将所述对话问题通过语音合成后播放给客户；Obtain the dialogue question corresponding to the electricity nuclear order, and play the dialogue question through speech synthesis to the customer when the customer's phone is on call;
在接收到所述对话问题对应的语音数据时，基于所述语音数据、语音识别后的文字内容以及对话规则更新所述对话问题；When receiving the voice data corresponding to the dialogue question, update the dialogue question based on the voice data, the text content after voice recognition and the dialogue rules;
当更新后的对话问题不满足通话结束条件时，将更新后的对话问题作为所述对话问题，并继续执行在所述客户电话保持通话时，将所述对话问题通过语音合成后播放给客户的步骤。When the updated dialogue question does not satisfy the call termination condition, the updated dialogue question is regarded as the dialogue question, and the execution continues when the customer's phone is on hold, and the dialogue question is played back to the customer through speech synthesis step.
进一步地，在一实施方式中，所述在接收到所述对话问题对应的语音数据时，基于所述语音数据、语音识别后的文字内容以及对话规则更新所述对话问题的步骤包括：Further, in an embodiment, when the voice data corresponding to the dialogue question is received, the step of updating the dialogue question based on the voice data, the text content after speech recognition, and the dialogue rule includes:
在接收到所述对话问题对应的语音数据时，基于所述语音数据、语音识别后的文字内容确定答案；When receiving voice data corresponding to the dialogue question, determine an answer based on the voice data and the text content after voice recognition;
基于所述答案以及所述电核订单对应的问题决策树更新所述对话问题。The dialogue question is updated based on the answer and the question decision tree corresponding to the electricity nuclear order.
进一步地，在一实施方式中，所述在接收到所述对话问题对应的语音数据时，基于所述语音数据、语音识别后的文字内容确定答案的步骤包括：Further, in an embodiment, when the voice data corresponding to the dialogue question is received, the step of determining an answer based on the voice data and the text content after voice recognition includes:
在接收到所述对话问题对应的语音数据时，获取所述语音数据以及所述语音识别后的文字内容对应的关键信息，并基于所述关键信息生成答复信息；When receiving voice data corresponding to the dialogue question, acquiring key information corresponding to the voice data and the text content after voice recognition, and generating reply information based on the key information;
基于所述答复消息确定任务模式类型；Determine the task mode type based on the reply message;
基于所述任务模式类型以及所述答复消息确定所述答案。The answer is determined based on the task mode type and the reply message.
进一步地，在一实施方式中，所述基于所述任务模式类型以及所述答复消息确定所述答案的步骤包括：Further, in an embodiment, the step of determining the answer based on the task mode type and the reply message includes:
在所述任务模式类型为第一任务模式时，基于所述答复消息以及预设算法确定融合结果；When the task mode type is the first task mode, determine the fusion result based on the reply message and a preset algorithm;
在所述融合结果满足预设要求时，基于问答知识库获取所述融合结果对应的答案。When the fusion result meets the preset requirements, the answer corresponding to the fusion result is obtained based on the question and answer knowledge base.
进一步地，在一实施方式中，所述预设算法包括：问句匹配、检索排序以及知识推理。Further, in an embodiment, the preset algorithm includes: question matching, retrieval ranking, and knowledge reasoning.
进一步地，在一实施方式中，所述在所述任务模式类型为第一任务模式时，基于所述答复消息以及预设算法确定融合结果的步骤之后，还包括：Further, in an embodiment, after the step of determining the fusion result based on the reply message and a preset algorithm when the task mode type is the first task mode, the method further includes:
在所述融合结果不满足预设要求时，基于闲聊库获取所述融合结果对应的答案。When the fusion result does not meet the preset requirements, the answer corresponding to the fusion result is obtained based on the chat database.
进一步地，在一实施方式中，所述基于所述任务模式类型以及所述答复消息确定所述答案的步骤还包括：Further, in an embodiment, the step of determining the answer based on the task mode type and the reply message further includes:
在所述任务模式类型为第二任务模式时，基于所述答复消息以及任务知识库获取答案。When the task mode type is the second task mode, the answer is obtained based on the reply message and the task knowledge base.
进一步地，在一实施方式中，所述获取所述电核订单对应的对话问题，并在所述客户电话保持通话时，将所述对话问题通过语音合成后播放给客户，与所述在接收到所述对话问题对应的语音数据时，基于所述语音数据、语音识别后的文字内容以及对话规则更新所述对话问题的步骤之间，还包括：Further, in one embodiment, the dialogue question corresponding to the electricity nuclear order is acquired, and when the customer's phone remains on the phone, the dialogue question is played back to the customer through speech synthesis and then received When the voice data corresponding to the dialogue question is reached, between the steps of updating the dialogue question based on the voice data, the text content after voice recognition, and the dialogue rules, the method further includes:
在所述对话问题通过语音合成后播放给客户后，获取所述电核***的延迟时长；After the dialogue question is played to the customer through speech synthesis, obtain the delay time of the nuclear power system;
在所述延迟时长内未接收到所述对话问题对应的语音数据时，再次基于所述对话问题通过语音合成后播放给客户。When the voice data corresponding to the dialogue question is not received within the delay time, it is played back to the client through voice synthesis based on the dialogue question again.
此外，为实现上述目的，本申请还提供一种电核***，所述电核***包括：存储器、处理器及存储在所述存储器上并可在所述处理器上运行的电核***实现程序，所述电核***实现程序被所述处理器执行时实现上述任一项所述的电核***实现方法的步骤。In addition, in order to achieve the above object, the present application also provides an electrical core system, the electrical core system includes: a memory, a processor, and an electrical core system implementation program stored on the memory and executable on the processor When the program for implementing the nuclear power system is executed by the processor, any of the steps of the method for implementing the nuclear power system described above is implemented.
此外，为实现上述目的，本申请还提供一种可读存储介质，所述可读存储介质上存储有电核***实现程序，所述电核***实现程序被处理器执行时实现上述任一项所述的电核***实现方法的步骤。In addition, in order to achieve the above object, the present application also provides a readable storage medium on which is stored an electric core system implementation program, which is implemented by a processor to implement any of the above The described steps of the electrical nuclear system implement the method.
本申请通过基于电核管理数据库获取电核订单，在所述电核订单对应的电核时间拨打所述电核订单对应的客户电话，而后获取所述电核订单对应的对话问题，并在所述客户电话保持通话时，将所述对话问题通过语音合成后播放给客户，接下来在接收到所述对话问题对应的语音数据时，基于所述语音数据、语音识别后的文字内容以及对话规则更新所述对话问题，然后当更新后的对话问题不满足通话结束条件时，将更新后的对话问题作为所述对话问题，并继续执行在所述客户电话保持通话时，将所述对话问题通过语音合成后播放给客户的步骤。电核***按照预先设定的对话规则以及客户每次的答复内容选择下一轮的对话问题，实现了电话核身的智能化，提升了电核的服务效率，并且降低了电核成本。This application obtains the electricity nuclear order based on the electricity nuclear management database, calls the customer phone corresponding to the electricity nuclear order at the electricity nuclear time corresponding to the electricity nuclear order, and then obtains the dialogue questions corresponding to the electricity nuclear order, and When the client's phone is on call, the dialogue question is synthesized by voice and played back to the client, and then when the voice data corresponding to the dialogue question is received, based on the voice data, the text content after voice recognition, and the dialogue rule Update the dialogue question, and then when the updated dialogue question does not satisfy the call termination condition, take the updated dialogue question as the dialogue question, and continue to execute the dialogue question when the client phone is on hold Steps to play to the customer after speech synthesis. The nuclear power system selects the next round of dialogue questions according to the preset dialogue rules and the content of each response of the customer, which realizes the intelligentization of the telephone core, improves the service efficiency of the nuclear power, and reduces the cost of the nuclear power.
附图说明BRIEF DESCRIPTION
图1是本申请实施例方案涉及的硬件运行环境中电核***的结构示意图；1 is a schematic structural diagram of a nuclear power system in a hardware operating environment involved in an embodiment of the present application;
图2为本申请电核***实现方法第一实施例的流程示意图；2 is a schematic flowchart of a first embodiment of a method for implementing a nuclear power system of the present application;
图3为本申请电核***实现方法第二实施例的流程示意图；3 is a schematic flowchart of a second embodiment of a method for implementing an electric nuclear system of the present application;
图4为本申请电核***实现方法第三实施例的流程示意图。4 is a schematic flowchart of a third embodiment of a method for implementing a nuclear power system of the present application.
本申请目的的实现、功能特点及优点将结合实施例，参照附图做进一步说明。The implementation, functional characteristics and advantages of the present application will be further described in conjunction with the embodiments and with reference to the drawings.
具体实施方式detailed description
应当理解，此处所描述的具体实施例仅仅用以解释本申请，并不用于限定本申请。It should be understood that the specific embodiments described herein are only used to explain the present application, and are not used to limit the present application.
如图1所示，图1是本申请实施例方案涉及的硬件运行环境中电核***的结构示意图。As shown in FIG. 1, FIG. 1 is a schematic structural diagram of a nuclear power system in a hardware operating environment involved in an embodiment of the present application.
本申请实施例***可以是PC，也可以是智能手机、平板电脑、便携计算机等具有显示功能的可移动式***设备。The system in the embodiment of the present application may be a PC, or may be a mobile system device with a display function, such as a smart phone, a tablet computer, or a portable computer.
如图1所示，该***可以包括：处理器1001，例如CPU，网络接口1004，客户接口1003，存储器1005，通信总线1002。其中，通信总线1002用于实现这些组件之间的连接通信。客户接口1003可以包括显示屏（Display）、输入单元比如键盘（Keyboard），可选客户接口1003还可以包括标准的有线接口、无线接口。网络接口1004可选的可以包括标准的有线接口、无线接口（如WI-FI接口）。存储器1005可以是高速RAM存储器，也可以是稳定的存储器（non-volatile memory），例如磁盘存储器。存储器1005可选的还可以是独立于前述处理器1001的存储装置。As shown in FIG. 1, the system may include: a processor 1001, such as a CPU, a network interface 1004, a client interface 1003, a memory 1005, and a communication bus 1002. Among them, the communication bus 1002 is used to implement connection communication between these components. The client interface 1003 may include a display (Display), an input unit such as a keyboard (Keyboard), and the optional client interface 1003 may also include a standard wired interface and a wireless interface. The network interface 1004 may optionally include a standard wired interface and a wireless interface (such as a WI-FI interface). The memory 1005 may be a high-speed RAM memory or a stable memory (non-volatile memory), such as disk storage. The memory 1005 may optionally be a storage device independent of the foregoing processor 1001.
可选地，***还可以包括摄像头、RF（Radio Frequency，射频）电路，传感器、音频电路、WiFi模块等等。其中，传感器比如光传感器、运动传感器以及其他传感器。具体地，光传感器可包括环境光传感器及接近传感器，其中，环境光传感器可根据环境光线的明暗来调节显示屏的亮度，接近传感器可在移动***移动到耳边时，关闭显示屏和/或背光。作为运动传感器的一种，重力加速度传感器可检测各个方向上（一般为三轴）加速度的大小，静止时可检测出重力的大小及方向，可用于识别移动***姿态的应用（比如横竖屏切换、相关游戏、磁力计姿态校准）、振动识别相关功能（比如计步器、敲击）等；当然，移动***还可配置陀螺仪、气压计、湿度计、温度计、红外线传感器等其他传感器，在此不再赘述。Optionally, the system may also include a camera, RF (Radio Frequency (radio frequency) circuits, sensors, audio circuits, WiFi modules, etc. Among them, sensors such as light sensors, motion sensors and other sensors. Specifically, the light sensor may include an ambient light sensor and a proximity sensor, wherein the ambient light sensor may adjust the brightness of the display screen according to the brightness of the ambient light, and the proximity sensor may turn off the display screen and/or when the mobile system moves to the ear Backlight. As a type of motion sensor, the gravity acceleration sensor can detect the magnitude of acceleration in various directions (generally three axes), and can detect the magnitude and direction of gravity when at rest. It can be used for applications that recognize the attitude of mobile systems (such as horizontal and vertical screen switching, Related games, magnetometer posture calibration), vibration recognition related functions (such as pedometer, tap), etc. Of course, the mobile system can also be equipped with other sensors such as gyroscopes, barometers, hygrometers, thermometers, infrared sensors, etc. No longer.
本领域技术人员可以理解，图1中示出的***结构并不构成对***的限定，可以包括比图示更多或更少的部件，或者组合某些部件，或者不同的部件布置。Those skilled in the art may understand that the system structure shown in FIG. 1 does not constitute a limitation on the system, and may include more or less components than those illustrated, or combine certain components, or arrange different components.
如图1所示，作为一种计算机存储介质的存储器1005中可以包括操作***、网络通信模块、客户接口模块以及电核***实现程序。As shown in FIG. 1, the memory 1005 as a computer storage medium may include an operating system, a network communication module, a client interface module, and an electric core system implementation program.
在图1所示的***中，网络接口1004主要用于连接后台服务器，与后台服务器进行数据通信；客户接口1003主要用于连接客户端（客户端），与客户端进行数据通信；而处理器1001可以用于调用存储器1005中存储的电核***实现程序。In the system shown in FIG. 1, the network interface 1004 is mainly used to connect to the back-end server and perform data communication with the back-end server; the client interface 1003 is mainly used to connect to the client (client) and perform data communication with the client; and the processor 1001 can be used to call a program for implementing the nuclear power system stored in the memory 1005.
在本实施例中，电核***包括：存储器1005、处理器1001及存储在所述存储器1005上并可在所述处理器1001上运行的电核***实现程序，其中，处理器1001调用存储器1005中存储的电核***实现程序时，执行本申请各个实施例提供的电核***实现方法的步骤。In this embodiment, the electrical core system includes: a memory 1005, a processor 1001, and an electrical core system implementation program stored on the memory 1005 and executable on the processor 1001, wherein the processor 1001 calls the memory 1005 When the program implemented in the nuclear power system stored in is executed, the steps of the method for implementing the nuclear power system provided in the embodiments of the present application are executed.
本申请还提供一种电核***实现方法，参照图2，图2为本申请电核***实现方法第一实施例的流程示意图。The present application also provides a method for implementing an electric nuclear system. Referring to FIG. 2, FIG. 2 is a schematic flowchart of a first embodiment of a method for implementing an electric nuclear system of the present application.
在本实施例中，该电核***实现方法包括：In this embodiment, the method for implementing the nuclear power system includes:
步骤S1000，基于电核管理数据库获取电核订单，在所述电核订单对应的电核时间拨打所述电核订单对应的客户电话；Step S1000: Acquire an electricity nuclear order based on the electricity nuclear management database, and dial a customer phone number corresponding to the electricity nuclear order at the electricity nuclear time corresponding to the electricity nuclear order;
在本实施例中，在银行这一领域中，经常需要对客户的贷款申请进行核身，依据客户的年龄、所从事的行业、收入、性别的等相关信息审核对应的贷款申请是否可以通过审批。目前，电话核身是比较常用的核身方法。In this embodiment, in the field of banking, it is often necessary to check the customer’s loan application, and check whether the corresponding loan application can be approved based on the customer’s age, industry, income, gender and other relevant information. . At present, the phone nucleus is a more commonly used method.
进一步地，电核管理数据库中保存了客户核身所需的数据，如客户姓名、电话号码、出生日期、借款时间、借款金额、电核时间等信息，每个核身客户对应一个问题决策树，问题决策树也就是电核时需要与客户确认的问题清单，问题决策树与客户申请的银行业务相关，问题决策树有很多路径，问题决策树的路径需要根据客户电核过程中所提供的答复内容进行确定。Further, the nuclear power management database stores the data required by the customer's nuclear body, such as the customer's name, phone number, date of birth, borrowing time, loan amount, electrical nuclear time and other information, and each nuclear body customer corresponds to a problem decision tree The problem decision tree is the list of problems that need to be confirmed with the customer during the nuclear power test. The problem decision tree is related to the banking business applied by the customer. The problem decision tree has many paths. The path of the problem decision tree needs to be based on the customer's power nuclear process. Confirm the content of the reply.
具体地，根据客户的相关信息以及其申请的银行业务类型，从电核管理数据库中获取相关数据，生成该客户对应的电核订单，并在电核订单对应的电核时间拨打该客户的电话。Specifically, according to the relevant information of the customer and the type of banking business it applies for, the relevant data is obtained from the electricity nuclear management database, the electricity nuclear order corresponding to the customer is generated, and the customer's phone is dialed at the electricity nuclear time corresponding to the electricity nuclear order .
步骤S2000，获取所述电核订单对应的对话问题，并在所述客户电话保持通话时，将所述对话问题通过语音合成后播放给客户；Step S2000: Obtain the dialogue question corresponding to the electricity nuclear order, and play the dialogue question through speech synthesis to the customer when the customer's phone is on call;
在本实施例中，当电核电话接通后，***从该客户对应的问题决策树中获取首个对话问题，利用语音合成技术将对话问题转换成语音播放给客户。客户根据语音播放的问题给出相应的答复。In this embodiment, when the nuclear telephone is connected, the system obtains the first dialogue question from the question decision tree corresponding to the customer, and uses speech synthesis technology to convert the dialogue question into a speech and broadcast it to the customer. The customer gives corresponding answers according to the questions of voice playback.
进一步地，在电核***与客户保持通话过程中，电核***要不断获取该客户的电核订单对应的对话问题，然后利用语音合成技术将对话问题转换成语音播放给客户，完成对客户的提问，其中，对话问题是从问题决策树中获取的问题，具体获取问题决策树哪个节点的内容，需要根据客户提供的上一个问题的答案来确定。Further, in the process of maintaining a conversation between the nuclear power system and the customer, the nuclear power system must continuously obtain the dialogue problems corresponding to the customer's electricity nuclear order, and then use the speech synthesis technology to convert the dialogue problems into voice playback to the customer to complete the customer's Ask questions, in which the dialogue question is the question obtained from the question decision tree. The specific content of the node in the question decision tree needs to be determined according to the answer to the previous question provided by the customer.
步骤S3000，在接收到所述对话问题对应的语音数据时，基于所述语音数据、语音识别后的文字内容以及对话规则更新所述对话问题；Step S3000, when receiving the voice data corresponding to the dialogue question, update the dialogue question based on the voice data, the text content after the voice recognition and the dialogue rule;
在本实施例中，当电核***接收到客户反馈的语音数据时，对语音数据进行语音识别，转换成文字内容，在电核***的知识库中进行相关匹配和查询，然后给出客户答复对应的答案。进一步地，电核***根据客户答复对应的答案在问题决策树中确定路径，也就是下一个节点位置，该节点位置对应的问题即为电核***下一轮的对话问题。In this embodiment, when the nuclear power system receives the voice data fed back by the customer, it performs voice recognition on the voice data, converts it into text content, performs relevant matching and query in the knowledge base of the nuclear power system, and then gives the customer response The corresponding answer. Further, the nuclear power system determines the path in the problem decision tree according to the answer corresponding to the customer's response, that is, the location of the next node, and the problem corresponding to the node location is the next round of dialogue problems of the nuclear power system.
需要说明的是，知识库由问答知识库和任务知识库两部分组成，其中，问答知识库又由业务知识、知识图谱、闲聊库组成。电核***对客户答复的语音数据进行语音识别后，根据具体的情况进一步确定是在哪一个知识库中进行答案检索，最终确定客户答复对应的答案。It should be noted that the knowledge base consists of two parts: a question and answer knowledge base and a task knowledge base. Among them, the question and answer knowledge base is composed of business knowledge, knowledge graph, and chat database. After the electronic nuclear system performs speech recognition on the voice data of the customer's reply, it further determines which knowledge base is used for answer retrieval according to the specific situation, and finally determines the answer corresponding to the customer's reply.
步骤S4000，当更新后的对话问题不满足通话结束条件时，将更新后的对话问题作为所述对话问题，并继续执行在所述客户电话保持通话时，将所述对话问题通过语音合成后播放给客户的步骤。Step S4000, when the updated dialogue question does not satisfy the call termination condition, the updated dialogue question is regarded as the dialogue question, and the execution continues when the client phone keeps the call, and the dialogue question is played through speech synthesis Steps for customers.
在本实施例中，电核***根据客户答复对应的答案在问题决策树中确定路径，也就是下一个节点位置，当下一个节点不是问题决策树对应的叶子节点时，电核***继续获取该节点的内容，即获取下一轮的对话问题，并将对话问题通过语音合成后播放给客户。也就是说，在客户电话保持通话期间，电核***智能选取问题决策树对应的节点内容，直到选取到叶子节点，通话才结束，电核完成。In this embodiment, the nuclear power system determines the path in the question decision tree according to the answer corresponding to the customer's response, that is, the location of the next node. When the next node is not a leaf node corresponding to the question decision tree, the nuclear power system continues to obtain the node Content, that is, get the next round of dialogue questions, and play the dialogue questions through speech synthesis to the customer. That is to say, while the customer's phone is on hold, the nuclear power system intelligently selects the content of the node corresponding to the problem decision tree. Until the leaf node is selected, the call ends and the nuclear power is completed.
进一步地，在一实施例中，步骤S2000与步骤S3000之间还包括：Further, in an embodiment, step S2000 and step S3000 further include:
步骤S5000，在所述对话问题通过语音合成后播放给客户后，获取所述电核***的延迟时长；Step S5000: After the dialogue question is played to the customer after being synthesized by speech, obtain the delay time of the electric nuclear system;
在本实施例中，当电核***获取到对话问题并通过语音合成播放给客户后，需要在预设时长内获取到客户的答复，也就是说当电核***将所述对话问题通过语音合成播放给客户后，***开始计时，进而判断客户回复是否超时。In this embodiment, after the electronic nuclear system obtains the dialogue question and plays it to the customer through speech synthesis, it is necessary to obtain the customer's reply within a preset duration, that is to say, when the nuclear nuclear system synthesizes the dialogue question through speech synthesis After playing to the client, the system starts timing, and then determines whether the client's response timed out.
步骤S6000，在所述延迟时长内未接收到所述对话问题对应的语音数据时，再次基于所述对话问题通过语音合成后播放给客户。Step S6000: When the voice data corresponding to the dialogue question is not received within the delay time, it is played back to the client through voice synthesis based on the dialogue question again.
在本实施例中，如果超过预设时长，电核***未接收到客户的回复时，可选地，再次基于对话问题通过语音合成后播放给客户，有时可能因为环境嘈杂，客户未听清电核***播放的语音内容，通过再次播放即可解决该问题。需要说明的是，需要设置重复语音播放的次数，当达到重复播放次数后仍未收到客户回复，则结束本次电核通话，并进行未接收到客户回复的相关处理步骤。In this embodiment, if the electrical core system does not receive a reply from the customer if it exceeds the preset duration, optionally, the speech is synthesized and played back to the customer again based on the dialogue problem. Sometimes the customer may not hear the electricity because of the noisy environment The audio content played by the nuclear system can be solved by playing it again. It should be noted that the number of repeated voice playbacks needs to be set. When the number of repeated playbacks has not been received, the customer's reply has not been received, then the current nuclear call is ended, and the relevant processing steps for not receiving the customer's reply are performed.
本实施例提出的电核***实现方法，通过基于电核管理数据库获取电核订单，在所述电核订单对应的电核时间拨打所述电核订单对应的客户电话，而后获取所述电核订单对应的对话问题，并在所述客户电话保持通话时，将所述对话问题通过语音合成后播放给客户，接下来在接收到所述对话问题对应的语音数据时，基于所述语音数据、语音识别后的文字内容以及对话规则更新所述对话问题，然后当所述对话问题不满足通话条件时，继续执行获取所述电核订单对应的对话问题，并在所述客户电话保持通话时，将所述对话问题通过语音合成后播放给客户的步骤。电核***按照预先设定的对话规则以及客户每次的答复内容选择下一轮的对话问题，实现了电话核身的智能化，提升了电核的服务效率，并且降低了电核成本。The method for implementing the nuclear power system proposed in this embodiment obtains the nuclear power order based on the nuclear power management database, dials the customer phone number corresponding to the nuclear power order at the nuclear power time corresponding to the nuclear power order, and then obtains the nuclear power order The dialogue question corresponding to the order, and when the customer's phone is on hold, the dialogue question is synthesized by voice and played back to the customer. Then, when the voice data corresponding to the dialogue question is received, based on the voice data, The text content after speech recognition and the dialogue rules update the dialogue question, and then when the dialogue question does not satisfy the call condition, continue to execute the dialogue question corresponding to the electricity nuclear order, and when the client phone is on hold, The step of broadcasting the dialogue question to the client after speech synthesis. The nuclear power system selects the next round of dialogue questions according to the preset dialogue rules and the content of each response of the customer, which realizes the intelligentization of the telephone core, improves the service efficiency of the nuclear power, and reduces the cost of the nuclear power.
基于第一实施例，参照图3，提出本申请电核***实现方法的第二实施例，在本实施例中，步骤S3000包括：Based on the first embodiment, referring to FIG. 3, a second embodiment of the method for implementing the nuclear power system of the present application is proposed. In this embodiment, step S3000 includes:
步骤S3100，在接收到所述对话问题对应的语音数据时，基于所述语音数据、语音识别后的文字内容确定答案；Step S3100, when receiving voice data corresponding to the dialogue question, determine an answer based on the voice data and the text content after voice recognition;
在本实施例中，当电核***接收到客户反馈的语音数据时，对语音数据进行语音识别，转换成文字内容，在电核***的知识库中进行相关匹配和查询，然后给出客户答复对应的答案。In this embodiment, when the nuclear power system receives the voice data fed back by the customer, it performs voice recognition on the voice data, converts it into text content, performs relevant matching and query in the knowledge base of the nuclear power system, and then gives the customer response The corresponding answer.
具体地，步骤S3100包括：Specifically, step S3100 includes:
步骤S3110，在接收到所述对话问题对应的语音数据时，获取所述语音数据以及所述语音识别后的文字内容对应的关键信息，并基于所述关键信息生成答复信息；Step S3110, when receiving voice data corresponding to the dialogue question, acquiring key information corresponding to the voice data and the text content after voice recognition, and generating reply information based on the key information;
在本实施例中，当电核***接收到客户反馈的语音数据时，对语音数据进行相关的语音识别，包括问题清洗、问题补全以及意图识别，其中，问题清洗是指从客户反馈的语音进行语音识别，然后从识别的文本中提取关键信息，客户存在发音不标准、回复的语音对应的文本数据有很多冗余信息、给出的是其他相似似答复等情况，需要对语音识别后的文本数据进行问题清洗筛选出关键信息；问题补全是指根据问题清洗提取的关键信息进一步把关键信息补充成一个完整的答复信息；意图识别是指客户对电核***提出问题的答复意图进行识别。In this embodiment, when the electronic nuclear system receives the voice data fed back by the customer, it performs relevant voice recognition on the voice data, including problem cleaning, problem completion, and intention recognition, where problem cleaning refers to the voice feedback from the customer Conduct speech recognition, and then extract key information from the recognized text. The customer has a non-standard pronunciation, the text data corresponding to the reply voice has a lot of redundant information, and other similar responses are given. Text data is used for problem cleaning to filter out key information; problem completion refers to the key information extracted based on problem cleaning to further supplement the key information into a complete response information; intent identification refers to the identification of the customer’s intent to answer questions raised by the nuclear power system .
举例说明，当电核***的对话问题是“请提供你的住址信息”，如果答复的是“***深圳市***西乡街道***:)***”，其中*表示非关键信息，则问题清晰可以将无意义的字、词、符号去除，比如“:)”;问题补全后为“广东省深圳市宝安区西乡街道”；意图识别会提取出关键位置类别信息“广东省”、“深圳市”和“西乡街道”；。For example, when the dialogue question of the nuclear power system is "please provide your address information", if the answer is "***Shenzhen***Xixiang Street***:)***", where * means non Key information, the question is clear, meaningless words, words, and symbols can be removed, such as ":)"; after the question is completed, "Xixiang Street, Baoan District, Shenzhen City, Guangdong Province"; intent recognition will extract key location category information "Guangdong Province", "Shenzhen City" and "Xixiang Street";
步骤S3120，基于所述答复消息确定任务模式类型；Step S3120, determine the task mode type based on the reply message;
在本实施例中，知识库由问答知识库和任务知识库两部分组成，电核***的任务模式分为第一任务模式以及第二任务模式，其中，第一任务模式与问答知识库对应，第二任务模式与任务知识库对应，根据答复消息确认任务模式类型。In this embodiment, the knowledge base is composed of two parts: a question and answer knowledge base and a task knowledge base. The task mode of the nuclear power system is divided into a first task mode and a second task mode, where the first task mode corresponds to the question and answer knowledge base. The second task mode corresponds to the task knowledge base, and the task mode type is confirmed according to the reply message.
步骤S3130，基于所述任务模式类型以及所述答复消息确定所述答案。Step S3130, the answer is determined based on the task mode type and the reply message.
在本实施例中，当电核***接收到客户反馈的语音数据时，对语音数据进行语音识别，生成答复消息，而后电核***的在与任务模式类型对应的知识库中进行相关匹配和查询，然后给出客户答复对应的答案。In this embodiment, when the nuclear power system receives voice data fed back by the customer, it performs voice recognition on the voice data to generate a reply message, and then the nuclear power system performs relevant matching and query in the knowledge base corresponding to the task mode type , And then give the corresponding answer to the customer's reply.
步骤S3200，基于所述答案以及所述电核订单对应的问题决策树更新所述对话问题。Step S3200: Update the dialogue question based on the answer and the question decision tree corresponding to the electricity nuclear order.
在本实施例中，电核***根据客户答复对应的答案在问题决策树中确定路径，也就是下一个节点位置，该节点位置对应的问题即为电核***下一轮的对话问题，也就是说对话问题是从问题决策树中获取的问题，具体获取问题决策树哪个节点的内容，需要根据客户提供的上一个问题的答案来确定。In this embodiment, the nuclear power system determines the path in the problem decision tree according to the answer corresponding to the customer's response, that is, the position of the next node. The problem corresponding to this node position is the next round of dialogue problems of the nuclear power system, that is, the It is said that the dialogue question is a question obtained from the question decision tree, and the specific content of which node of the question decision tree needs to be determined according to the answer to the previous question provided by the customer.
本实施例提出的电核***实现方法，通过在接收到所述对话问题对应的语音数据时，基于所述语音数据确定答案，而后基于所述答案以及所述电核订单对应的问题决策树更新所述对话问题。根据客户的答复以及问题决策树确定下一轮对话问题，实现了动态确定电核问题，保证电核问题更精准，同时提升了电核服务的效率。The method for implementing the nuclear power system proposed in this embodiment determines the answer based on the speech data when receiving the speech data corresponding to the dialogue question, and then updates the decision tree based on the answer and the question corresponding to the electricity nuclear order The dialogue question. Based on the customer's response and the problem decision tree, the next round of dialogue questions is determined, which realizes the dynamic determination of electricity nuclear issues, ensures the accuracy of electricity nuclear issues, and improves the efficiency of electricity nuclear services.
基于第二实施例，参照图4，提出本申请电核***实现方法的第三实施例，在本实施例中，步骤S3130包括：Based on the second embodiment, referring to FIG. 4, a third embodiment of the method for implementing the nuclear power system of the present application is proposed. In this embodiment, step S3130 includes:
步骤S3131，在所述任务模式类型为第一任务模式时，基于所述答复消息以及预设算法确定融合结果；Step S3131, when the task mode type is the first task mode, determining a fusion result based on the reply message and a preset algorithm;
步骤S3132，在所述融合结果满足预设要求时，基于问答知识库获取所述融合结果对应的答案。Step S3132, when the fusion result meets a preset requirement, obtain an answer corresponding to the fusion result based on a question and answer knowledge base.
在本实施例中，在任务模式类型为第一任务模式时，根据预设的算法对答复消息进行预处理得到融合结果，其中，融合结果用于进一步判断在问答知识库确认答案，还是在闲聊库确认答案。In this embodiment, when the task mode type is the first task mode, the response message is preprocessed according to a preset algorithm to obtain a fusion result, where the fusion result is used to further determine whether to confirm the answer in the Q&A knowledge base or to chat The library confirms the answer.
进一步地，在融合结果满足预设要求时，电核***基于问答知识库获取所述融合结果对应的答案。需要说明的是，融合结果与问答知识库进行匹配，会存在两种情况，一种是融合结果与问答知识库的某个答案完全匹配，此时直接获取答案，另外一种情况是存在与融合结果相似的答案，此时选取相似度最高的作为答案。Further, when the fusion result meets the preset requirements, the nuclear power system obtains the answer corresponding to the fusion result based on the question and answer knowledge base. It should be noted that there are two situations when the fusion result matches the question and answer knowledge base. One is that the fusion result exactly matches an answer of the question and answer knowledge base. At this time, the answer is directly obtained, and the other is the existence and fusion. Answers with similar results, at this time select the highest similarity as the answer.
进一步地，在一实施例中，步骤S3131之后，还包括：在所述融合结果不满足预设要求时，基于闲聊库获取所述融合结果对应的答案。Further, in an embodiment, after step S3131, it further includes: when the fusion result does not meet the preset requirements, obtaining an answer corresponding to the fusion result based on a chat database.
在融合结果不满足预设要求时，电核***基于闲聊库获取所述融合结果对应的答案。电核***判断是否在闲聊库中查找到答案，若在闲聊库中查找到答案，电核***则输出该答案；若在闲聊库中未查找到答案，电核***则获取预先存储的默认答案，并输出该默认答案。When the fusion result does not meet the preset requirements, the nuclear power system obtains the answer corresponding to the fusion result based on the chat database. The nuclear power system judges whether the answer is found in the chat database, if the answer is found in the chat database, the nuclear system outputs the answer; if the answer is not found in the chat database, the nuclear system obtains the pre-stored default answer And output the default answer.
进一步地，在一实施例中，步骤S3131包括：所述预设算法包括：问句匹配、检索排序以及知识推理。Further, in an embodiment, step S3131 includes: the preset algorithm includes: question matching, search ranking, and knowledge reasoning.
在本实施例中，预设算法包括问句匹配、检索排序以及知识推理，其中，问句匹配的具体过程为：电核***得到预处理后的答复信息时，通过计算问答知识库中的各个答案与答复消息之间的相似度，并判断所计算的相似度是否都小于预设相似度，其中，问答知识库中的答案至少包括两条；检索排序的具体过程为：电核***计算答复消息在问答知识库各个问题中所占的权重，并判断计算所得的权重是否都小于预设权重，若所计算的权重大于预设权重，则确定在问答知识库中查找到答案；知识推理的具体过程为：电核***使用预设的知识图谱，对用户的回复推理得到预设类型的内容，然后遍历问答知识库，判断是否得到遍历结果。若得到遍历结果，则确定在用户回答的正确与否。比如提问“请回答您的生肖”，用户回复“我出生在1985年”，根据知识图谱计算得到此人生肖为“牛”，此时知识库中配置了“牛-正确”的知识点，查询知识库可知用户回答是正确的，于是进入正确的分支继续提问。In this embodiment, the preset algorithms include question matching, retrieval ordering, and knowledge reasoning, where the specific process of question matching is: when the electronic nuclear system obtains the pre-processed reply information, it calculates The similarity between the answer and the reply message, and determine whether the calculated similarity is less than the preset similarity. Among them, the answer in the question and answer knowledge base includes at least two; the specific process of retrieval sorting is: the nuclear power system calculates the response The weight of the message in each question of the Q&A knowledge base, and determine whether the calculated weights are all less than the preset weight. If the calculated weight is greater than the preset weight, it is determined that the answer is found in the Q&A knowledge base; knowledge reasoning The specific process is as follows: the nuclear power system uses the preset knowledge graph to reason about the user's reply to get the preset type of content, and then traverses the question and answer knowledge base to determine whether the traversal result is obtained. If the traversal result is obtained, it is determined whether the user answers correctly. For example, if you ask "please answer your zodiac", the user replies "I was born in 1985", according to the knowledge graph, this zodiac is calculated as "cow". At this time, the knowledge point of "cow-correct" is configured in the knowledge base, query The knowledge base knows that the user's answer is correct, so he enters the correct branch and continues to ask questions.
进一步地，在一实施例中，步骤S3130还包括：在所述任务模式类型为第二任务模式时，基于所述答复消息以及任务知识库获取答案。Further, in an embodiment, step S3130 further includes: when the task mode type is the second task mode, obtaining an answer based on the reply message and the task knowledge base.
在本实施例中，在任务模式类型为第二任务模式时，电核***基于任务知识库获取答案。电核***判断是否在任务知识库中查找到目标答案，若在任务知识库中查找到目标答案，电核***则输出该目标答案；若在任务知识库中未查找到目标答案，电核***则获取预先存储的默认答案，并输出该默认答案。In this embodiment, when the task mode type is the second task mode, the nuclear power system obtains an answer based on the task knowledge base. The nuclear power system judges whether the target answer is found in the task knowledge base. If the target answer is found in the task knowledge base, the nuclear power system outputs the target answer; if the target answer is not found in the task knowledge base, the nuclear power system Then obtain the pre-stored default answer and output the default answer.
本实施例提出的电核***实现方法，在所述任务模式类型为第一任务模式时，基于所述答复消息以及预设算法确定融合结果，而后在所述融合结果满足预设要求时，基于问答知识库获取所述融合结果对应的答案，接下来在所述融合结果不满足预设要求时，基于闲聊库获取所述融合结果对应的答案。当在问答知识库中未查找到答案时，去闲聊库中查找答案，只有当在闲聊库中未查找到答案时，才输出默认答案，提高了电核***确认答案的成功率。The implementation method of the nuclear power system proposed in this embodiment, when the task mode type is the first task mode, determines a fusion result based on the reply message and a preset algorithm, and then when the fusion result meets the preset requirements, based on The question and answer knowledge base obtains the answer corresponding to the fusion result. Next, when the fusion result does not meet the preset requirements, the answer corresponding to the fusion result is obtained based on the chat database. When no answer is found in the Q&A knowledge base, go to the chat library to find the answer. Only when no answer is found in the chat library, the default answer is output, which improves the success rate of the nuclear power system to confirm the answer.
此外，本申请实施例还提出一种可读存储介质，所述可读存储介质可以为非易失性可读存储介质。In addition, an embodiment of the present application further provides a readable storage medium, and the readable storage medium may be a non-volatile readable storage medium.
本申请可读存储介质上存储有电核***实现程序，所述电核***实现程序被处理器执行时实现如下操作：The readable storage medium of the present application stores a nuclear power system implementation program, and when the nuclear power system implementation program is executed by a processor, the following operations are implemented:
基于电核管理数据库获取电核订单，在所述电核订单对应的电核时间拨打所述电核订单对应的客户电话；Obtaining the electricity nuclear order based on the electricity nuclear management database, and dialing the customer phone number corresponding to the electricity nuclear order at the electricity nuclear time corresponding to the electricity nuclear order;
获取所述电核订单对应的对话问题，并在所述客户电话保持通话时，将所述对话问题通过语音合成后播放给客户；Obtain the dialogue question corresponding to the electricity nuclear order, and play the dialogue question through speech synthesis to the customer when the customer's phone is on call;
在接收到所述对话问题对应的语音数据时，基于所述语音数据、语音识别后的文字内容以及对话规则更新所述对话问题；When receiving the voice data corresponding to the dialogue question, update the dialogue question based on the voice data, the text content after voice recognition and the dialogue rules;
当更新后的对话问题不满足通话结束条件时，将更新后的对话问题作为所述对话问题，并继续执行在所述客户电话保持通话时，将所述对话问题通过语音合成后播放给客户的步骤。When the updated dialogue question does not satisfy the call termination condition, the updated dialogue question is regarded as the dialogue question, and the execution continues when the customer's phone is on hold, and the dialogue question is played back to the customer through speech synthesis step.
进一步地，所述电核***实现程序被处理器执行时还实现如下操作：Further, when the program for implementing the nuclear power system is executed by the processor, the following operations are also implemented:
在接收到所述对话问题对应的语音数据时，基于所述语音数据、语音识别后的文本信息确定答案；When receiving voice data corresponding to the dialogue question, determine an answer based on the voice data and the text information after voice recognition;
基于所述答案以及所述电核订单对应的问题决策树更新所述对话问题。The dialogue question is updated based on the answer and the question decision tree corresponding to the electricity nuclear order.
进一步地，所述电核***实现程序被处理器执行时还实现如下操作：Further, when the program for implementing the nuclear power system is executed by the processor, the following operations are also implemented:
在接收到所述对话问题对应的语音数据时，获取所述语音数据以及所述语音识别后的文本对应的关键信息，并基于所述关键信息生成答复信息；When receiving voice data corresponding to the dialogue question, acquiring key information corresponding to the voice data and the text after voice recognition, and generating reply information based on the key information;
基于所述答复消息确定任务模式类型；Determine the task mode type based on the reply message;
基于所述任务模式类型以及所述答复消息确定所述答案。The answer is determined based on the task mode type and the reply message.
进一步地，所述电核***实现程序被处理器执行时还实现如下操作：Further, when the program for implementing the nuclear power system is executed by the processor, the following operations are also implemented:
在所述任务模式类型为第一任务模式时，基于所述答复消息以及预设算法确定融合结果；When the task mode type is the first task mode, determine the fusion result based on the reply message and a preset algorithm;
在所述融合结果满足预设要求时，基于问答知识库获取所述融合结果对应的答案。When the fusion result meets the preset requirements, the answer corresponding to the fusion result is obtained based on the question and answer knowledge base.
进一步地，所述电核***实现程序被处理器执行时还实现如下操作：所述预设算法包括：问句匹配、检索排序以及知识推理。Further, when the program for implementing the nuclear power system is executed by the processor, the following operations are also implemented: the preset algorithm includes: question matching, retrieval ranking, and knowledge reasoning.
进一步地，所述电核***实现程序被处理器执行时还实现如下操作：Further, when the program for implementing the nuclear power system is executed by the processor, the following operations are also implemented:
在所述融合结果不满足预设要求时，基于闲聊数据库获取所述融合结果对应的答案。When the fusion result does not meet the preset requirements, the answer corresponding to the fusion result is obtained based on a chat database.
进一步地，所述电核***实现程序被处理器执行时还实现如下操作：Further, when the program for implementing the nuclear power system is executed by the processor, the following operations are also implemented:
在所述任务模式类型为第二任务模式时，基于所述答复消息以及任务知识库获取答案。When the task mode type is the second task mode, the answer is obtained based on the reply message and the task knowledge base.
进一步地，所述电核***实现程序被处理器执行时还实现如下操作：Further, when the program for implementing the nuclear power system is executed by the processor, the following operations are also implemented:
在所述对话问题通过语音合成后播放给客户后，获取所述电核***的延迟时长；After the dialogue question is played to the customer through speech synthesis, obtain the delay time of the nuclear power system;
在所述延迟时长内未接收到所述对话问题对应的语音数据时，再次基于所述对话问题通过语音合成后播放给客户。When the voice data corresponding to the dialogue question is not received within the delay time, it is played back to the client through voice synthesis based on the dialogue question again.
需要说明的是，在本文中，术语“包括”、“包含”或者其任何其他变体意在涵盖非排他性的包含，从而使得包括一系列要素的过程、方法、物品或者***不仅包括那些要素，而且还包括没有明确列出的其他要素，或者是还包括为这种过程、方法、物品或者***所固有的要素。在没有更多限制的情况下，由语句“包括一个……”限定的要素，并不排除在包括该要素的过程、方法、物品或者***中还存在另外的相同要素。It should be noted that in this article, the terms "include", "include" or any other variant thereof are intended to cover non-exclusive inclusion, so that a process, method, article or system that includes a series of elements includes not only those elements, It also includes other elements that are not explicitly listed, or include elements inherent to this process, method, article, or system. Without more restrictions, the element defined by the sentence "include one..." does not exclude that there are other identical elements in the process, method, article or system that includes the element.
上述本申请实施例序号仅仅为了描述，不代表实施例的优劣。The sequence numbers of the above embodiments of the present application are for description only, and do not represent the advantages and disadvantages of the embodiments.
通过以上的实施方式的描述，本领域的技术人员可以清楚地了解到上述实施例方法可借助软件加必需的通用硬件平台的方式来实现，当然也可以通过硬件，但很多情况下前者是更佳的实施方式。基于这样的理解，本申请的技术方案本质上或者说对现有技术做出贡献的部分可以以软件产品的形式体现出来，该计算机软件产品存储在如上所述的一个存储介质(如ROM/RAM、磁碟、光盘)中，包括若干指令用以使得一台***设备(可以是手机，计算机，服务器，空调器，或者网络设备等)执行本申请各个实施例所述的方法。Through the description of the above embodiments, those skilled in the art can clearly understand that the methods of the above embodiments can be implemented by means of software plus the necessary general hardware platform, and of course, can also be implemented by hardware, but in many cases the former is better Implementation. Based on this understanding, the technical solution of the present application can be embodied in the form of a software product in essence or part that contributes to the existing technology, and the computer software product is stored in a storage medium (such as ROM/RAM as described above) , Disks, and CD-ROMs), including several instructions to enable a system device (which may be a mobile phone, computer, server, air conditioner, or network device, etc.) to perform the methods described in the embodiments of the present application.
以上仅为本申请的优选实施例，并非因此限制本申请的专利范围，凡是利用本申请说明书及附图内容所作的等效结构或等效流程变换，或直接或间接运用在其他相关的技术领域，均同理包括在本申请的专利保护范围内。The above are only the preferred embodiments of the present application, and do not limit the patent scope of the present application. Any equivalent structure or equivalent process transformation made by using the description and drawings of this application, or directly or indirectly used in other related technical fields , The same reason is included in the scope of patent protection in this application.

Claims (20)

  1. 一种电核***实现方法，其特征在于，所述的电核***实现方法包括以下步骤： An electric nuclear system implementation method, characterized in that the electric nuclear system implementation method includes the following steps:
    基于电核管理数据库获取电核订单，在所述电核订单对应的电核时间拨打所述电核订单对应的客户电话；Obtaining the electricity nuclear order based on the electricity nuclear management database, and dialing the customer phone number corresponding to the electricity nuclear order at the electricity nuclear time corresponding to the electricity nuclear order;
    获取所述电核订单对应的对话问题，并在所述客户电话保持通话时，将所述对话问题通过语音合成后播放给客户；Obtain the dialogue question corresponding to the electricity nuclear order, and play the dialogue question through speech synthesis to the customer when the customer's phone is on call;
    在接收到所述对话问题对应的语音数据时，基于所述语音数据、语音识别后的文字内容以及对话规则更新所述对话问题；When receiving the voice data corresponding to the dialogue question, update the dialogue question based on the voice data, the text content after voice recognition and the dialogue rules;
    当更新后的对话问题不满足通话结束条件时，将更新后的对话问题作为所述对话问题，并继续执行在所述客户电话保持通话时，将所述对话问题通过语音合成后播放给客户的步骤。When the updated dialogue question does not satisfy the call termination condition, the updated dialogue question is regarded as the dialogue question, and the execution continues when the customer's phone is on hold, and the dialogue question is played back to the customer through speech synthesis step.
  2. 如权利要求1所述的电核***实现方法，其特征在于，所述在接收到所述对话问题对应的语音数据时，基于所述语音数据、语音识别后的文字内容以及对话规则更新所述对话问题的步骤包括：The method for implementing a nuclear power system according to claim 1, wherein when the voice data corresponding to the dialogue question is received, the update is performed based on the voice data, the text content after voice recognition, and the dialogue rules The steps of the dialogue question include:
    在接收到所述对话问题对应的语音数据时，基于所述语音数据、语音识别后的文字内容确定答案；When receiving voice data corresponding to the dialogue question, determine an answer based on the voice data and the text content after voice recognition;
    基于所述答案以及所述电核订单对应的问题决策树更新所述对话问题。The dialogue question is updated based on the answer and the question decision tree corresponding to the electricity nuclear order.
  3. 如权利要求2所述的电核***实现方法，其特征在于，所述在接收到所述对话问题对应的语音数据时，基于所述语音数据、语音识别后的文字内容确定答案的步骤包括：The method for implementing a nuclear power system according to claim 2, wherein when the voice data corresponding to the dialogue question is received, the step of determining an answer based on the voice data and the text content after voice recognition includes:
    在接收到所述对话问题对应的语音数据时，获取所述语音数据以及所述语音识别后的文字内容对应的关键信息，并基于所述关键信息生成答复信息；When receiving voice data corresponding to the dialogue question, acquiring key information corresponding to the voice data and the text content after voice recognition, and generating reply information based on the key information;
    基于所述答复消息确定任务模式类型；Determine the task mode type based on the reply message;
    基于所述任务模式类型以及所述答复消息确定所述答案。The answer is determined based on the task mode type and the reply message.
  4. 如权利要求3所述的电核***实现方法，其特征在于，所述基于所述任务模式类型以及所述答复消息确定所述答案的步骤包括：The method for implementing a nuclear power system according to claim 3, wherein the step of determining the answer based on the task mode type and the reply message includes:
    在所述任务模式类型为第一任务模式时，基于所述答复消息以及预设算法确定融合结果；When the task mode type is the first task mode, determine the fusion result based on the reply message and a preset algorithm;
    在所述融合结果满足预设要求时，基于问答知识库获取所述融合结果对应的答案。When the fusion result meets the preset requirements, the answer corresponding to the fusion result is obtained based on the question and answer knowledge base.
  5. 如权利要求4所述的电核***实现方法，其特征在于，所述预设算法包括：问句匹配、检索排序以及知识推理。The method for implementing a nuclear power system according to claim 4, wherein the preset algorithm includes: question matching, retrieval ranking, and knowledge reasoning.
  6. 如权利要求4所述的电核***实现方法，其特征在于，所述在所述任务模式类型为第一任务模式时，基于所述答复消息以及预设算法确定融合结果的步骤之后，还包括：The method for implementing a nuclear power system according to claim 4, wherein after the step of determining the fusion result based on the reply message and a preset algorithm when the task mode type is the first task mode, the method further includes :
    在所述融合结果不满足预设要求时，基于闲聊库获取所述融合结果对应的答案。When the fusion result does not meet the preset requirements, the answer corresponding to the fusion result is obtained based on the chat database.
  7. 如权利要求3所述的电核***实现方法，其特征在于，所述基于所述任务模式类型以及所述答复消息确定所述答案的步骤还包括：The method for implementing a nuclear power system according to claim 3, wherein the step of determining the answer based on the task mode type and the reply message further comprises:
    在所述任务模式类型为第二任务模式时，基于所述答复消息以及任务知识库获取答案。When the task mode type is the second task mode, the answer is obtained based on the reply message and the task knowledge base.
  8. 如权利要求1所述的电核***实现方法，其特征在于，所述获取所述电核订单对应的对话问题，并在所述客户电话保持通话时，将所述对话问题通过语音合成后播放给客户，与所述在接收到所述对话问题对应的语音数据时，基于所述语音数据、语音识别后的文字内容以及对话规则更新所述对话问题的步骤之间，还包括：The method for implementing a nuclear power system according to claim 1, characterized in that, the dialogue question corresponding to the nuclear order is acquired, and when the customer's phone is on a call, the dialogue question is synthesized by voice synthesis and played For the client, between the step of updating the dialogue question based on the voice data, the text content after speech recognition and the dialogue rules when the voice data corresponding to the dialogue question is received, it also includes:
    在所述对话问题通过语音合成后播放给客户时，获取所述电核***的延迟时长；When the dialogue question is played to the customer after speech synthesis, obtain the delay time of the nuclear power system;
    在所述延迟时长内未接收到所述对话问题对应的语音数据时，再次基于所述对话问题通过语音合成后播放给客户。When the voice data corresponding to the dialogue question is not received within the delay time, it is played back to the client through voice synthesis based on the dialogue question again.
  9. 一种电核***，其特征在于，所述电核***包括：存储器、处理器及存储在所述存储器上并可在所述处理器上运行的电核***实现程序，所述电核***实现程序被所述处理器执行时实现如下步骤：An electric nuclear system, characterized in that the electric nuclear system includes: a memory, a processor, and an electric nuclear system implementation program stored on the memory and capable of running on the processor, the electric nuclear system implementing When the program is executed by the processor, the following steps are realized:
    基于电核管理数据库获取电核订单，在所述电核订单对应的电核时间拨打所述电核订单对应的客户电话；Obtaining the electricity nuclear order based on the electricity nuclear management database, and dialing the customer phone number corresponding to the electricity nuclear order at the electricity nuclear time corresponding to the electricity nuclear order;
    获取所述电核订单对应的对话问题，并在所述客户电话保持通话时，将所述对话问题通过语音合成后播放给客户；Obtain the dialogue question corresponding to the electricity nuclear order, and play the dialogue question through speech synthesis to the customer when the customer's phone is on call;
    在接收到所述对话问题对应的语音数据时，基于所述语音数据、语音识别后的文字内容以及对话规则更新所述对话问题；When receiving the voice data corresponding to the dialogue question, update the dialogue question based on the voice data, the text content after voice recognition and the dialogue rules;
    当更新后的对话问题不满足通话结束条件时，将更新后的对话问题作为所述对话问题，并继续执行在所述客户电话保持通话时，将所述对话问题通过语音合成后播放给客户的步骤。When the updated dialogue question does not satisfy the call termination condition, the updated dialogue question is regarded as the dialogue question, and the execution continues when the customer's phone is on hold, and the dialogue question is played back to the customer through speech synthesis step.
  10. 如权利要求9所述的电核***，其特征在于，所述在接收到所述对话问题对应的语音数据时，基于所述语音数据、语音识别后的文字内容以及对话规则更新所述对话问题的步骤包括：The electric nuclear system according to claim 9, wherein when the voice data corresponding to the dialogue question is received, the dialogue question is updated based on the voice data, the text content after voice recognition, and the dialogue rule The steps include:
    在接收到所述对话问题对应的语音数据时，基于所述语音数据、语音识别后的文字内容确定答案；When receiving voice data corresponding to the dialogue question, determine an answer based on the voice data and the text content after voice recognition;
    基于所述答案以及所述电核订单对应的问题决策树更新所述对话问题。The dialogue question is updated based on the answer and the question decision tree corresponding to the electricity nuclear order.
  11. 如权利要求10所述的电核***，其特征在于，所述在接收到所述对话问题对应的语音数据时，基于所述语音数据、语音识别后的文字内容确定答案的步骤包括：The electric nuclear system according to claim 10, wherein the step of determining an answer based on the voice data and the text content after voice recognition when receiving the voice data corresponding to the dialogue question includes:
    在接收到所述对话问题对应的语音数据时，获取所述语音数据以及所述语音识别后的文字内容对应的关键信息，并基于所述关键信息生成答复信息；When receiving voice data corresponding to the dialogue question, acquiring key information corresponding to the voice data and the text content after voice recognition, and generating reply information based on the key information;
    基于所述答复消息确定任务模式类型；Determine the task mode type based on the reply message;
    基于所述任务模式类型以及所述答复消息确定所述答案。The answer is determined based on the task mode type and the reply message.
  12. 如权利要求11所述的电核***，其特征在于，所述基于所述任务模式类型以及所述答复消息确定所述答案的步骤包括：The electric nuclear system according to claim 11, wherein the step of determining the answer based on the task mode type and the reply message includes:
    在所述任务模式类型为第一任务模式时，基于所述答复消息以及预设算法确定融合结果；When the task mode type is the first task mode, determine the fusion result based on the reply message and a preset algorithm;
    在所述融合结果满足预设要求时，基于问答知识库获取所述融合结果对应的答案。When the fusion result meets the preset requirements, the answer corresponding to the fusion result is obtained based on the question and answer knowledge base.
  13. 如权利要求12所述的电核***，其特征在于，所述预设算法包括：问句匹配、检索排序以及知识推理。The electric nuclear system according to claim 12, wherein the preset algorithm includes: question matching, retrieval ranking, and knowledge reasoning.
  14. 如权利要求12所述的电核***，其特征在于，所述在所述任务模式类型为第一任务模式时，基于所述答复消息以及预设算法确定融合结果的步骤之后，还包括：The electro-nuclear system according to claim 12, wherein after the step of determining the fusion result based on the reply message and a preset algorithm when the task mode type is the first task mode, further comprising:
    在所述融合结果不满足预设要求时，基于闲聊库获取所述融合结果对应的答案。When the fusion result does not meet the preset requirements, the answer corresponding to the fusion result is obtained based on the chat database.
  15. 如权利要求11所述的电核***，其特征在于，所述基于所述任务模式类型以及所述答复消息确定所述答案的步骤还包括：The nuclear power system according to claim 11, wherein the step of determining the answer based on the task mode type and the reply message further comprises:
    在所述任务模式类型为第二任务模式时，基于所述答复消息以及任务知识库获取答案。When the task mode type is the second task mode, the answer is obtained based on the reply message and the task knowledge base.
  16. 一种可读存储介质，其特征在于，所述可读存储介质上存储有所述电核***实现程序，所述电核***实现程序被处理器执行时实现如下步骤：A readable storage medium is characterized in that the readable storage medium stores the electrical core system implementation program, and when the electrical core system implementation program is executed by a processor, the following steps are implemented:
    基于电核管理数据库获取电核订单，在所述电核订单对应的电核时间拨打所述电核订单对应的客户电话；Obtaining the electricity nuclear order based on the electricity nuclear management database, and dialing the customer phone number corresponding to the electricity nuclear order at the electricity nuclear time corresponding to the electricity nuclear order;
    获取所述电核订单对应的对话问题，并在所述客户电话保持通话时，将所述对话问题通过语音合成后播放给客户；Obtain the dialogue question corresponding to the electricity nuclear order, and play the dialogue question through speech synthesis to the customer when the customer's phone is on call;
    在接收到所述对话问题对应的语音数据时，基于所述语音数据、语音识别后的文字内容以及对话规则更新所述对话问题；When receiving the voice data corresponding to the dialogue question, update the dialogue question based on the voice data, the text content after voice recognition and the dialogue rules;
    当更新后的对话问题不满足通话结束条件时，将更新后的对话问题作为所述对话问题，并继续执行在所述客户电话保持通话时，将所述对话问题通过语音合成后播放给客户的步骤。When the updated dialogue question does not satisfy the call termination condition, the updated dialogue question is regarded as the dialogue question, and the execution continues when the customer's phone is on hold, and the dialogue question is played back to the customer through speech synthesis step.
  17. 如权利要求16所述的可读存储介质，其特征在于，所述在接收到所述对话问题对应的语音数据时，基于所述语音数据、语音识别后的文字内容以及对话规则更新所述对话问题的步骤包括：The readable storage medium of claim 16, wherein when the voice data corresponding to the dialogue question is received, the dialogue is updated based on the voice data, the text content after voice recognition, and the dialogue rules The problem steps include:
    在接收到所述对话问题对应的语音数据时，基于所述语音数据、语音识别后的文字内容确定答案；When receiving voice data corresponding to the dialogue question, determine an answer based on the voice data and the text content after voice recognition;
    基于所述答案以及所述电核订单对应的问题决策树更新所述对话问题。The dialogue question is updated based on the answer and the question decision tree corresponding to the electricity nuclear order.
  18. 如权利要求17所述的可读存储介质，其特征在于，所述在接收到所述对话问题对应的语音数据时，基于所述语音数据、语音识别后的文字内容确定答案的步骤包括：The readable storage medium according to claim 17, wherein the step of determining an answer based on the voice data and the text content after voice recognition when receiving the voice data corresponding to the dialogue question includes:
    在接收到所述对话问题对应的语音数据时，获取所述语音数据以及所述语音识别后的文字内容对应的关键信息，并基于所述关键信息生成答复信息；When receiving voice data corresponding to the dialogue question, acquiring key information corresponding to the voice data and the text content after voice recognition, and generating reply information based on the key information;
    基于所述答复消息确定任务模式类型；Determine the task mode type based on the reply message;
    基于所述任务模式类型以及所述答复消息确定所述答案。The answer is determined based on the task mode type and the reply message.
  19. 如权利要求18所述的可读存储介质，其特征在于，所述基于所述任务模式类型以及所述答复消息确定所述答案的步骤包括：The readable storage medium of claim 18, wherein the step of determining the answer based on the task mode type and the reply message includes:
    在所述任务模式类型为第一任务模式时，基于所述答复消息以及预设算法确定融合结果；When the task mode type is the first task mode, determine the fusion result based on the reply message and a preset algorithm;
    在所述融合结果满足预设要求时，基于问答知识库获取所述融合结果对应的答案。When the fusion result meets the preset requirements, the answer corresponding to the fusion result is obtained based on the question and answer knowledge base.
  20. 如权利要求19所述的可读存储介质，其特征在于，所述预设算法包括：问句匹配、检索排序以及知识推理。 The readable storage medium of claim 19, wherein the preset algorithm includes: question matching, retrieval ranking, and knowledge reasoning. The
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