The automatic playback appliances of voice, system and method thereofTechnical field
The present invention relates to a kind of voice and automatically pay a return visit technology, particularly relate to the automatic playback appliances of a kind of voice, system and method thereof.
Background technology
Client service center refers to much information modes such as utilizing phone, mobile phone, fax, WEB and accesses, and provides all kinds of pre-sales, after-sale service, the organization platform that the enterprise set up communicates with client with the various ways such as artificial, automatic speech, WEB for client.Generally be made up of telephone terminal, terminal, Call center's server (band sound card) three parts.
According to the needs of client, be generally transferred on manual position by the speech channel carrying out automatic voice responding (IVR), client will carry out man-to-man talk with service agent, accept client and make a reservation for, answers the query of client or the information of input client.In addition, the result of inquiry also can adopt automatic information broadcast to client by the person of attending a banquet.Attending a banquet after on-hook, being evaluated or complaint attending a banquet by button.
In prior art, artificial customer service is answered one by one or is dialed phone, oral account problem or answer a question.But customer service is playing in Phone process, and long-time repeated work easily causes fatigue, even sometimes there will be negative emotions, has influence on the quality playing phone.Therefore, can coordinate customer service supervision post, for customer service, the service quality played in Phone process exercises supervision, overall customer service efficiency is not high.Chinese invention patent application (application number: CN201210418666) discloses a kind of intelligent sound script, the patent provides a kind of configuring technical of call center's outgoing call automatic speech script, is called for short intelligent sound script.Intelligent sound script is that call center's automatic speech dialogue function provides powerful voice script support, is the core realizing automated voice services.Words art assistant director uses the configuration feature of intelligent sound script, can create the automatic outer call voice script under multiple business scene, thus realize the automatic outer call function of the business such as survey, client's return visit for call center; This invention utilizes artificial intelligence technology, mechanics of communication, computer technology and Internet technology, a part of outgoing call work of call center can be completed by one's own efforts by computer, participate in directly, achieve the intellectuality of call center's business without the need to seat personnel.But, this patent application pays a return visit system owing to using automatic speech completely, if client recognizes to be " computer " to his phone, instead of real people, easily produce resentment, cause client to be discontented with on the contrary, simultaneously, still some problem is insoluble in automatic speech return visit system, easily occurs the situation of not give ing direct answer to a question, and then exposes the deficiency of computer return visit.
In addition, as Chinese patent application (application number: CN201210418667) discloses a kind of intelligent sound in prior art, this patent application provides and a kind ofly can use the technology of automatic speech and client's actual conversation, abbreviation intelligent sound in support call center.Intelligent sound docks with call center, and when call center's outgoing call and client converse, intelligent sound and the omnidistance dialogue of client can be called by call center, also can first be turned by intelligent sound and customer communication by contact staff again.Under the support of intelligent sound script, intelligent sound can the various outbound call services at handle call center, provide powerful automatic speech support for call center implements the business such as survey, client's return visit.But this patent can not ensure the quality of customer service return visit, centralized collection is carried out to the problem that can not normally complete when paying a return visit and carries out artificial treatment when secondary returning is visited.
Summary of the invention
For solving the problem, the present invention proposes the automatic playback appliances of a kind of voice, system and method thereof, recorded needing the problem of paying a return visit when epidemic situation comparison is good by customer service, and each section of recording is set to button one by one, for the problem that some repeat, contact staff no longer needs to give an oral account one by one, but according to the answer of client or query status, the problem corresponding to client playing or answer, period also can directly switch to artificial reply by customer service.
Particularly, the present invention proposes a kind of voice and automatically pays a return visit method, comprises the steps:
Step 1: record into needing the problem of paying a return visit voice and store, simultaneously by each recording problem corresponding button one by one;
Step 2: by calling the user profile in memory module, to establish call connection;
Step 3: select the problem needing to link up or the recording needing the problem answered;
Step 4: play the return visit problem recording chosen.
Further, also comprise the playing progress rate of display return visit problem, show the step of the phone information of telephone number or the dial-out of answering simultaneously.
Further, the step freely switched is carried out between being included in voice broadcast and manually exchanging.
Further, the recording data of the problem of return visit is stored on the server; One or more contact staff can select to play corresponding return visit problem recording by described button simultaneously.
Further, establish call connection described in step comprise further allow according to return visit person, pay a return visit reason, pay a return visit residing for time period and the call situation of call center select to pay a return visit call routing, whether start contact staff and cut function and upgrade host data base.
Further, described broadcasting return visit problem recording step comprises further: after closing of the circuit, operates corresponding Question button and plays the recording of return visit problem, and record the situation of client's answer according to contact staff.
Further, described broadcasting return visit problem recording comprises further: the step differentiated the answer situation of client.
Further, the step of described discriminating comprises determines whether client normal response can pay a return visit problem, if can, the different button of contact staff's direct control continues to realize paying a return visit; If can not, then switch to artificial state, after process, again switch back and automatically pay a return visit state.
The present invention also proposes the automatic playback appliances of a kind of voice, comprising:
Pay a return visit problem module: by needing the problem of paying a return visit to record into voice, store in a storage module, simultaneously by each recording problem corresponding button one by one;
Memory module: the recording and the user profile that store the problem of paying a return visit;
Dial module: by calling the user profile in memory module, to establish call connection step;
Control centre: select the problem needing to link up or the recording needing the problem answered; Play the return visit problem recording chosen, start automatic speech and pay a return visit.
Further, comprising display module, for showing the playing progress rate of paying a return visit problem module, showing the phone information of telephone number or the dial-out of answering simultaneously.
Further, comprise free handover module, realize freely switching between voice broadcast with artificial interchange.
Further, control below described control centre realizes: after closing of the circuit, operate corresponding Question button according to contact staff and play the recording of return visit problem, and record the situation of client's answer.
Further, described control centre realizes following control further: when mistake appears in subproblem, be switched to artificial state, switch again and automatically pay a return visit state after process.
Further, described control centre realizes following control further: the mark arranging its whether normal response of mark at each problem place, and in return visit process, contact staff clicks the problem of non-normal response at any time, again put question to, and manually complete the snoop procedure of this problem; After return visit terminates, contact staff also can click the recording and answer recording thereof of checking any problem.
Further, also comprising recording module, for recording the answer situation of client, recording in time, and recording data is stored in a storage module.
Further, audio conversion module, is directly converted to word and stores, to save memory space by audio files.
Further, described control centre is local control centre or remote control center.
Further, described control centre has been responsible for the control of return visit, comprises manual service process, interactive voice response, route test or provides and pay a return visit synchronous user data.
The present invention also proposes a kind of voice and automatically pays a return visit system, comprises the automatic playback appliances of voice proposed by the invention, also comprises server, described server in order to store multiple voice playback appliances produce and need the data transferred.
Under above-mentioned method, device and system thereof, customer service a people can complete the monitoring of multiple return visit route, when there is the problem that can not normally complete, switches to artificial state directly to process.Thus reduce the use amount of artificial customer service, guarantee to pay a return visit quality simultaneously.
Accompanying drawing explanation
Fig. 1 is that the automatic speech of the embodiment of the present invention pays a return visit workflow.
Fig. 2 is the dial-up connection flow chart of the embodiment of the present invention.
Fig. 3 is the flow chart of the broadcasting return visit problem of the embodiment of the present invention.
Fig. 4 is the automatic speech playback appliances schematic diagram of the embodiment of the present invention.
Fig. 5 is that the automatic speech of the embodiment of the present invention pays a return visit system schematic.
Embodiment
Below in conjunction with accompanying drawing, technical scheme of the present invention is described in further detail, the example of described execution mode is shown in the drawings, being exemplary below by the execution mode be described with reference to the drawings, only for explaining the present invention, and can not limitation of the present invention being interpreted as.
Embodiment 1
The present invention proposes a kind of voice and automatically pays a return visit method, and see Fig. 1, its course of work is as follows:
S100: the recording making return visit problem.
In return visit work, if all enquirements and dialogue are all manually completed by contact staff, then can bring many problems, in order to ensure to pay a return visit quality, reduce the working strength of contact staff, the present embodiment is recorded needing the problem of paying a return visit when epidemic situation comparison is good by contact staff, and is stored in enquirement module; And each recording problem is set to button one by one, this button is such as control mode touch mode, by selection or the typing of touch-control Menu realization problem on touch-control LED display, or this button adopts keyboard mode, by selection or the typing of the numerical key on keyboard and function key problem of implementation.So, contact staff no longer needs to ask a question to user's oral account one by one, but according to paying a return visit the answer situation of progress and client, select button, to client playing, it needs the problem of paying a return visit.Carrying out return visit work to meet multiple contact staff simultaneously, the recording data of the problem of return visit can be stored on the server, accessing for multiple contact staff simultaneously, select to play the recording of this return visit problem.
S101: dial return visit phone.
By need the contact method of the client paid a return visit as: landline telephone or phone number stored in or input dial module one by one, particularly, in the present embodiment, dial module and computer control system can be made to realize information sharing, and allow according to return visit person, pay a return visit reason, pay a return visit residing for time period and the call situation etc. of call center select to pay a return visit call routing, whether start contact staff and cut function and upgrade host data base.
Contact staff dials the phone of return visit person, such as, by computer access dial module, realizes Call-Control1, realizes the connection with external communication network via communications facility (as PBX and ACD); Complete call-on back by phone and service handling.
Dial return visit Phone process, particularly, see Fig. 2, comprise step as shown in the figure, wherein obtain and pay a return visit user calling parameter, such as, comprise stored phone, product that user buys or the information such as service, concrete purchase date.
Arrange in placement process and repeat to dial number of times, such as 30 seconds clients do not receive calls, and automatically repeat to dial once, and ring unanswered then changes to and dials next customer phone again.
In addition, in this process, the information such as wrong telephone number, spacing that may occur because entry information is inaccurate or the contact method of client changes also needs to carry out record, and system can carry out remarks record automatically.
S102: play the recording of return visit problem.
After closing of the circuit, return visit system or device call return visit problem module, and contact staff can select the problem needing to link up or the problem button broadcasting return visit problem recording needing answer; The telephone number of being answered by playing progress rate and the display of display module display voice module or the phone information of broadcast, record the situation that client answers simultaneously; Concrete playback process is see Fig. 3.
In this course, need to differentiate the answer situation of client, whether described discriminating step comprises normal response can pay a return visit problem, if can, the different button of contact staff's direct control continues to realize paying a return visit; If can not, contact staff switches to artificial state, after process, again switches back and automatically pays a return visit state.
Embodiment 2
The present invention also proposes the automatic playback appliances of a kind of voice, see Fig. 4, comprising:
Paying a return visit problem module, by needing the problem of paying a return visit to record into voice, storing in a storage module, select to play in return visit process for customer service, simultaneously by each recording problem corresponding button one by one, when problem is arranged, the problem of preferably selecting type, avoids open question as far as possible;
Memory module, storing subscriber information, comprise subscriber phone, user buy product or the information such as service, concrete purchase date; Storage problem recording file, pays a return visit situation record data; Wherein, phonetic storage such as adopts WAV form, and best format is the wav file of u-Law, 8000Hz, 64kbps, mono form, and this form is the first-selected RTP form of terminal, avoids conversion, thus save storage resources in playing process.
Dial module, for calling the subscriber phone data that memory module stores, to establish call connection; Dial module can adopt keyboard mode, and touch control manner also can be adopted; Keyboard in keyboard mode comprises numerical key, function key; Touch screen in described touch control manner comprises touch-control numerical key, function key.Above-mentioned numerical key, except for except dial-in direct, can also arrange different shortcut functions, as paid a return visit client's communication number, customer information etc.; Function key as " # " represent end of input mark or confirmation, " * " representative returns last layer menu or returns.
Control centre, can be computer control system, calls the problem of puing question to and storing in module, realizes following control:
(1), after closing of the circuit, operate corresponding Question button according to contact staff and play the recording of return visit problem, and record the situation of client's answer.
(2) when mistake appears in subproblem, contact staff is switched to artificial state, switches again and automatically pay a return visit state after process;
(3) arrange the mark of its whether normal response of mark at each problem place, in return visit process, contact staff clicks the problem of non-normal response at any time, again puts question to, and manually completes the snoop procedure of this problem; After return visit terminates, contact staff also can click the recording and answer recording thereof of checking any problem.
Described control centre also comprises the free handover module realizing playback and artificial exchange way;
Display module, for showing the playing progress rate of voice module, shows the phone information of telephone number or the dial-out of answering simultaneously.
Recording module, for recording the answer situation of client, records in time, and is stored in a storage module by recording data.
In addition, can also audio conversion module be comprised, directly audio files is converted to word and store, to save memory space.
Embodiment 3
The present invention also comprises a kind of voice and automatically pays a return visit system, and see Fig. 5, this return visit system comprises the automatic playback appliances of multiple voice of embodiment 2, repeats no more herein.
Comprise server, pay a return visit system institute and produce in order to store multiple voice and need the data transferred, such as, the recording of return visit problem, can be used for multiple playback appliances to call simultaneously.
Described control centre can be local control centre, and also can be remote control center, primary responsibility completes the control of return visit, comprise manual service process, interactive voice response, return visit technical ability route test, provide and pay a return visit synchronous user data etc.
Communication network, for the information interaction between control centre and each system element or information transmission, comprises wireless or wire communication mode.The modes such as such as WIFI, GPRS, TDSCDMA, GSM.
It should be noted that, above-described embodiment belongs to preferred embodiment, and involved module might not be that the application is necessary.Each embodiment in this specification all adopts the mode of going forward one by one to describe, and what each embodiment stressed is the difference with other embodiments, between each embodiment identical similar part mutually see.For the device embodiment of the application, due to itself and embodiment of the method basic simlarity, so description is fairly simple, relevant part illustrates see the part of embodiment of the method.
Above to present application has been detailed introduction, applying specific case herein and setting forth the principle of the application and execution mode, the explanation of above embodiment is just for helping method and the core concept thereof of understanding the application; Meanwhile, for one of ordinary skill in the art, according to the thought of the application, all will change in specific embodiments and applications, in sum, this description should not be construed as the restriction to the application.