CN115484350A - Method and device for processing consultation voice, storage medium and electronic device - Google Patents
Method and device for processing consultation voice, storage medium and electronic deviceDownload PDFInfo
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- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
- H—ELECTRICITY
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- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/02—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
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- H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
- H—ELECTRICITY
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- H04M—TELEPHONIC COMMUNICATION
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- H04M3/42—Systems providing special services or facilities to subscribers
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- 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
- H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
- 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
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Abstract
Description
Translated fromChinese技术领域technical field
本申请涉及通信领域，具体而言，涉及一种咨询语音的处理方法和装置、存储介质及电子装置。The present application relates to the communication field, and in particular, relates to a method and device for processing consultation voice, a storage medium, and an electronic device.
背景技术Background technique
随着科学技术的进步和人工智能的发展，智能算法也越来越多的应用到日常生活中，其智能化发展是至关重要的，而智能化的最关键问题，就在于智能解决用户的迫切需求。With the advancement of science and technology and the development of artificial intelligence, more and more intelligent algorithms are applied to daily life. Its intelligent development is very important, and the most critical problem of intelligence is to intelligently solve the problems of users. Urgent needs.
目前，随着智能设备的普及，用户对智能设备的设备功能、设备维修等咨询量越来越大，在用户需要对智能设备的功能、维修等进行咨询时，只能通过拨打售后电话或者通过手机APP联系在线客服报单，时间长，时效性无法保证，且步骤较多，便捷性不强。At present, with the popularization of smart devices, users have more and more consultations on the functions and maintenance of smart devices. It takes a long time to contact the online customer service to make an order through the mobile APP, and the timeliness cannot be guaranteed, and there are many steps, so the convenience is not strong.
针对相关技术中，在用户需要对智能设备的功能、维修等进行咨询时，联系售后的步骤较多，便捷性不强等问题，尚未提出有效的解决方案。In the related technology, when the user needs to consult the function and maintenance of the smart device, there are many steps to contact the after-sales service, and the convenience is not strong, and no effective solution has been proposed.
发明内容Contents of the invention
本申请实施例提供了一种咨询语音的处理方法和装置、存储介质及电子装置，以至少解决相关技术中，在用户需要对智能设备的功能、维修等进行咨询时，联系售后的步骤较多，便捷性不强等问题。The embodiment of the present application provides a method and device for processing consultation voice, a storage medium, and an electronic device, so as to at least solve the problem in related technologies that when users need to consult on the functions and maintenance of smart devices, there are many steps to contact after-sales , Convenience is not strong and other issues.
根据本申请实施例的一个实施例，提供了一种咨询语音的处理方法，包括：在智能家电设备接收到目标对象发送的咨询语音的情况下，接收所述智能家电设备发送的所述咨询语音，并根据所述咨询语音确定所述目标对象的第一咨询信息；识别所述第一咨询信息中的第一业务场景信息和待咨询设备的设备标识信息，以及确定所述目标对象的会员信息，其中，所述待咨询设备为所述第一咨询信息对应的设备；根据所述第一业务场景信息、所述设备标识信息和所述会员信息确定对应的目标智能客服；根据所述目标智能客服对应的知识库确定所述咨询语音对应的回复信息。According to an embodiment of the embodiment of the present application, a method for processing a consultation voice is provided, including: receiving the consultation voice sent by the smart home appliance when the smart home appliance receives the consultation voice sent by the target object , and determine the first consultation information of the target object according to the consultation voice; identify the first business scene information and the device identification information of the device to be consulted in the first consultation information, and determine the membership information of the target object , wherein, the device to be consulted is the device corresponding to the first consultation information; determine the corresponding target intelligent customer service according to the first business scene information, the device identification information and the member information; determine the corresponding target intelligent customer service according to the target intelligence The knowledge base corresponding to the customer service determines the reply information corresponding to the consultation voice.
在一个示例性实施例中，根据所述第一业务场景信息、所述设备标识信息和所述会员信息确定对应的智能客服，包括：根据所述设备标识信息和所述会员信息确定所述待咨询设备的设备信息；根据所述第一业务场景信息和所述设备信息确定所述第一咨询信息对应的第一咨询类型；根据所述第一咨询类型，从多个智能客服中确定所述目标智能客服。In an exemplary embodiment, determining the corresponding intelligent customer service according to the first business scenario information, the device identification information and the member information includes: determining the waiting customer service according to the device identification information and the member information consulting the equipment information of the equipment; determining the first consultation type corresponding to the first consultation information according to the first business scene information and the equipment information; according to the first consultation type, determining the Target smart customer service.
在一个示例性实施例中，根据所述目标智能客服对应的知识库确定所述咨询语音对应的回复信息之前，所述方法还包括：确定所述目标智能客服对应的知识库中是否存储所述咨询语音对应的回复信息；在目标智能客服对应的知识库中未存储所述回复信息的情况下，确定所述第一咨询类型对应的第一人工客服，并呼叫所述第一人工客服。In an exemplary embodiment, before determining the reply information corresponding to the consultation voice according to the knowledge base corresponding to the target intelligent customer service, the method further includes: determining whether the knowledge base corresponding to the target intelligent customer service stores the Consult the reply information corresponding to the voice; if the reply information is not stored in the knowledge base corresponding to the target intelligent customer service, determine the first manual customer service corresponding to the first consultation type, and call the first manual customer service.
在一个示例性实施例中，呼叫所述第一人工客服，包括：在设定的多个呼叫号码中确定所述第一人工客服对应的第一呼叫号码；根据所述第一呼叫号码呼叫所述第一人工客服，并将所述第一咨询信息和所述设备信息上传至所述第一人工客服对应的客服系统。In an exemplary embodiment, calling the first human customer service includes: determining a first call number corresponding to the first human customer service among the set multiple call numbers; calling the first call number according to the first call number The first human customer service, and upload the first consultation information and the device information to the customer service system corresponding to the first human customer service.
在一个示例性实施例中，根据所述目标智能客服对应的知识库确定所述咨询语音对应的回复信息，所述方法还包括：根据所述第一咨询信息确定所述目标对象的用户行为意图；根据所述用户行为意图和所述待咨询设备的设备标识信息获取所述待咨询设备对应的设备状态信息和操作日志信息；将所述设备状态信息和操作日志信息发送至所述目标智能客服，并根据所述设备状态信息和操作日志信息在所述知识库中确定所述咨询语音对应的回复信息。In an exemplary embodiment, the reply information corresponding to the consultation voice is determined according to the knowledge base corresponding to the target intelligent customer service, and the method further includes: determining the user behavior intention of the target object according to the first consultation information Obtain the device status information and operation log information corresponding to the device to be consulted according to the user behavior intention and the device identification information of the device to be consulted; send the device status information and operation log information to the target intelligent customer service , and determine the reply information corresponding to the consultation voice in the knowledge base according to the device state information and operation log information.
在一个示例性实施例中，根据所述用户行为意图和所述待咨询设备的设备标识信息获取所述待咨询设备的设备状态信息和操作日志信息，包括：在所述用户行为意图指示所述控制所述待咨询设备执行目标操作的情况下，根据所述用户行为意图和所述设备标识信息获取所述待咨询设备执行所述目标操作的过程中的设备状态信息和操作日志信息；在所述用户行为意图指示执行目标场景的情况下，根据所述用户行为意图和所述设备标识信息获取所述待咨询设备获取所述待咨询设备执行所述目标场景的过程中的设备状态信息和操作日志信息。In an exemplary embodiment, acquiring the device state information and operation log information of the device to be consulted according to the user behavior intention and the device identification information of the device to be consulted includes: when the user behavior intention indicates the In the case of controlling the device to be consulted to perform the target operation, acquiring device status information and operation log information during the process of the device to be consulted performing the target operation according to the user behavior intention and the device identification information; In the case where the user behavior intention indicates the execution of the target scenario, acquire the device state information and operations of the device to be consulted during the process of executing the target scenario by the device to be consulted according to the user behavior intent and the device identification information log information.
在一个示例性实施例中，根据所述第一业务场景信息、所述设备标识信息和所述会员信息确定对应的目标智能客服之前，所述方法还包括：在所述用户行为意图指示对所述待咨询设备进行报修的情况下，向目标对象发送请求语音，其中，所述请求语音用于请求获取指示所述待咨询设备的故障的多媒体信息；在获取到所述多媒体信息的情况下，根据所述第一咨询信息、所述多媒体信息、设备状态信息和操作日志信息确定所述待咨询设备的故障信息；根据所述故障信息生成订单信息，并将所述订单信息发送至所述智能家电设备，其中，所述订单信息用于指示维修对象在维修时间维修所述待咨询设备，以及维修所述待咨询设备的维修资源。In an exemplary embodiment, before determining the corresponding target intelligent customer service according to the first business scenario information, the device identification information and the member information, the method further includes: In the case of repairing the equipment to be consulted, sending a request voice to the target object, wherein the request voice is used to request acquisition of multimedia information indicating the failure of the equipment to be consulted; in the case of obtaining the multimedia information, Determine the failure information of the equipment to be consulted according to the first consultation information, the multimedia information, equipment status information and operation log information; generate order information according to the failure information, and send the order information to the smart phone Household electrical appliances, wherein the order information is used to instruct the maintenance object to repair the device to be consulted during the maintenance time, and the maintenance resource to repair the device to be consulted.
根据本申请实施例的另一个实施例，还提供了一种咨询语音的处理装置，包括：接收模块，用于在智能家电设备接收到目标对象发送的咨询语音的情况下，接收所述智能家电设备发送的所述咨询语音，并根据所述咨询语音确定所述目标对象的第一咨询信息；第一确定模块，用于识别所述第一咨询信息中的第一业务场景信息和待咨询设备的设备标识信息，以及确定所述目标对象的会员信息，其中，所述待咨询设备为所述第一咨询信息对应的设备；第二确定模块，用于根据所述第一业务场景信息、所述设备标识信息和所述会员信息确定对应的目标智能客服；第三确定模块，用于根据所述目标智能客服对应的知识库确定所述咨询语音对应的回复信息。According to another embodiment of the embodiment of the present application, there is also provided a consulting voice processing device, including: a receiving module, configured to receive the smart home appliance when the smart home appliance receives the consulting voice sent by the target object The consultation voice sent by the device, and determine the first consultation information of the target object according to the consultation voice; the first determination module is used to identify the first business scene information and the device to be consulted in the first consultation information the device identification information of the target object, and determine the member information of the target object, wherein the device to be consulted is the device corresponding to the first consultation information; the second determining module is configured to, according to the first business scenario information, the The device identification information and the member information determine the corresponding target intelligent customer service; the third determination module is used to determine the reply information corresponding to the consultation voice according to the knowledge base corresponding to the target intelligent customer service.
根据本申请实施例的又一方面，还提供了一种计算机可读的存储介质，该计算机可读的存储介质中存储有计算机程序，其中，该计算机程序被设置为运行时执行上述咨询语音的处理方法。According to yet another aspect of the embodiments of the present application, a computer-readable storage medium is also provided, and a computer program is stored in the computer-readable storage medium, wherein the computer program is configured to execute the above-mentioned consultation voice during operation. Approach.
根据本申请实施例的又一方面，还提供了一种电子装置，包括存储器、处理器及存储在存储器上并可在处理器上运行的计算机程序，其中，上述处理器通过计算机程序执行上述的咨询语音的处理方法。According to yet another aspect of the embodiments of the present application, there is also provided an electronic device, including a memory, a processor, and a computer program stored on the memory and operable on the processor, wherein the above-mentioned processor executes the above-mentioned Consult the voice processing method.
在本申请实施例中，在智能家电设备接收到目标对象发送的咨询语音的情况下，接收所述智能家电设备发送的所述咨询语音，并根据所述咨询语音确定所述目标对象的第一咨询信息；识别所述第一咨询信息中的第一业务场景信息和待咨询设备的设备标识信息，以及确定所述目标对象的会员信息，其中，所述待咨询设备为所述第一咨询信息对应的设备；根据所述第一业务场景信息、所述设备标识信息和所述会员信息确定对应的目标智能客服；根据所述目标智能客服对应的知识库确定所述咨询语音对应的回复信息；采用上述技术方案，解决了在用户需要对智能设备的功能、维修等进行咨询时，联系售后的步骤较多，便捷性不强等问题，进而通过本实施例通过智能家电设备作为语音入口，一方面，不受距离的影响，用户在客厅的任何位置，都可以远场唤醒电视，通过语音呼叫客服；另外一方面，智能家电设备具有可绑定其他智能家电并进行设备控制和场景控制的功能，用户遇到的所有网器场景问题、控制问题、质量问题、售后问题都可以及时通过智能家电设备呼叫售后客服进行咨询，进行报单，方便快捷。而且本申请中的实施例，可以根据不同的咨询类型呼叫不同的人工客服，使得咨询更加便捷。In this embodiment of the present application, when the smart home appliance receives the consulting voice sent by the target object, it receives the consulting voice sent by the smart home appliance, and determines the first number of the target object according to the consulting voice. Consultation information: identifying the first business scenario information in the first consultation information and the equipment identification information of the device to be consulted, and determining the member information of the target object, wherein the device to be consulted is the first consultation information The corresponding device; determine the corresponding target intelligent customer service according to the first business scene information, the device identification information and the member information; determine the reply information corresponding to the consultation voice according to the knowledge base corresponding to the target intelligent customer service; Adopting the above-mentioned technical solution solves the problem that when the user needs to consult the function and maintenance of the smart device, there are many steps to contact the after-sales service, and the convenience is not strong. Furthermore, through this embodiment, the smart home appliance is used as the voice entrance, and a On the one hand, regardless of distance, users can wake up the TV in the far field and call customer service through voice at any position in the living room; on the other hand, smart home appliances have the function of being able to bind other smart home appliances and perform device control and scene control , All network appliance scene problems, control problems, quality problems, and after-sales problems encountered by users can call the after-sales customer service through the smart home appliance device for consultation and report in time, which is convenient and fast. Moreover, in the embodiment of the present application, different human customer service personnel can be called according to different consultation types, making the consultation more convenient.
附图说明Description of drawings
此处的附图被并入说明书中并构成本说明书的一部分，示出了符合本申请的实施例，并与说明书一起用于解释本申请的原理。The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the application and together with the description serve to explain the principles of the application.
为了更清楚地说明本申请实施例或现有技术中的技术方案，下面将对实施例或现有技术描述中所需要使用的附图作简单地介绍，显而易见地，对于本领域普通技术人员而言，在不付出创造性劳动性的前提下，还可以根据这些附图获得其他的附图。In order to more clearly illustrate the technical solutions in the embodiments of the present application or the prior art, the following will briefly introduce the drawings that need to be used in the description of the embodiments or the prior art. Obviously, for those of ordinary skill in the art, In other words, other drawings can also be obtained from these drawings without paying creative labor.
图1是本申请实施例的一种咨询语音的处理方法的硬件环境示意图；FIG. 1 is a schematic diagram of a hardware environment of a method for processing consultation voice according to an embodiment of the present application;
图2是根据本申请实施例的咨询语音的处理方法的流程图；Fig. 2 is the flow chart of the processing method of consultation voice according to the embodiment of the present application;
图3是根据本申请实施例的咨询语音的处理系统的框架图(一)；Fig. 3 is the frame diagram (1) of the processing system of consulting voice according to the embodiment of the application;
图4是根据本申请实施例的咨询语音的处理方法的时序图；FIG. 4 is a sequence diagram of a method for processing consultation voice according to an embodiment of the present application;
图5是根据本申请实施例的咨询语音的处理系统的框架图(二)；Fig. 5 is the framework diagram (2) of the processing system of consulting voice according to the embodiment of the application;
图6是根据本申请实施例的一种咨询语音的处理装置的结构框图。Fig. 6 is a structural block diagram of an apparatus for processing consultation voice according to an embodiment of the present application.
具体实施方式detailed description
为了使本技术领域的人员更好地理解本申请方案，下面将结合本申请实施例中的附图，对本申请实施例中的技术方案进行清楚、完整地描述，显然，所描述的实施例仅仅是本申请一部分的实施例，而不是全部的实施例。基于本申请中的实施例，本领域普通技术人员在没有做出创造性劳动前提下所获得的所有其他实施例，都应当属于本申请保护的范围。In order to enable those skilled in the art to better understand the solution of the present application, the technical solution in the embodiment of the application will be clearly and completely described below in conjunction with the accompanying drawings in the embodiment of the application. Obviously, the described embodiment is only It is an embodiment of a part of the application, but not all of the embodiments. Based on the embodiments in this application, all other embodiments obtained by persons of ordinary skill in the art without creative efforts shall fall within the scope of protection of this application.
需要说明的是，本申请的说明书和权利要求书及上述附图中的术语“第一”、“第二”等是用于区别类似的对象，而不必用于描述特定的顺序或先后次序。应该理解这样使用的数据在适当情况下可以互换，以便这里描述的本申请的实施例能够以除了在这里图示或描述的那些以外的顺序实施。此外，术语“包括”和“具有”以及他们的任何变形，意图在于覆盖不排他的包含，例如，包含了一系列步骤或单元的过程、方法、系统、产品或设备不必限于清楚地列出的那些步骤或单元，而是可包括没有清楚地列出的或对于这些过程、方法、产品或设备固有的其它步骤或单元。It should be noted that the terms "first" and "second" in the description and claims of the present application and the above drawings are used to distinguish similar objects, but not necessarily used to describe a specific sequence or sequence. It is to be understood that the data so used are interchangeable under appropriate circumstances such that the embodiments of the application described herein can be practiced in sequences other than those illustrated or described herein. Furthermore, the terms "comprising" and "having", as well as any variations thereof, are intended to cover a non-exclusive inclusion, for example, a process, method, system, product or device comprising a sequence of steps or elements is not necessarily limited to the expressly listed instead, may include other steps or elements not explicitly listed or inherent to the process, method, product or apparatus.
根据本申请实施例的一个方面，提供了一种咨询语音的处理方法。该咨询语音的处理方法广泛应用于智慧家庭(Smart Home)、智能家居、智能家用设备生态、智慧住宅(IntelligenceHouse)生态等全屋智能数字化控制应用场景。可选地，在本实施例中，上述咨询语音的处理方法可以应用于如图1所示的由终端设备102和服务器104所构成的硬件环境中。如图1所示，服务器104通过网络与终端设备102进行连接，可用于为终端或终端上安装的客户端提供服务(如应用服务等)，可在服务器上或独立于服务器设置数据库，用于为服务器104提供数据存储服务，可在服务器上或独立于服务器配置云计算和/或边缘计算服务，用于为服务器104提供数据运算服务。According to an aspect of the embodiments of the present application, a method for processing consultation voice is provided. The consultation voice processing method is widely used in smart home (Smart Home), smart home, smart home device ecology, smart house (IntelligenceHouse) ecology and other intelligent digital control application scenarios in the whole house. Optionally, in this embodiment, the above method for processing the consultation voice may be applied to a hardware environment composed of a
上述网络可以包括但不限于以下至少之一：有线网络，无线网络。上述有线网络可以包括但不限于以下至少之一：广域网，城域网，局域网，上述无线网络可以包括但不限于以下至少之一：WIFI(Wireless Fidelity，无线保真)，蓝牙。终端设备102可以并不限定于为PC、手机、平板电脑、智能空调、智能烟机、智能冰箱、智能烤箱、智能炉灶、智能洗衣机、智能热水器、智能洗涤设备、智能洗碗机、智能投影设备、电视设备、智能晾衣架、智能窗帘、智能影音、智能插座、智能音响、智能音箱、智能新风设备、智能厨卫设备、智能卫浴设备、智能扫地机器人、智能擦窗机器人、智能拖地机器人、智能空气净化设备、智能蒸箱、智能微波炉、智能厨宝、智能净化器、智能饮水机、智能门锁等。The foregoing network may include but not limited to at least one of the following: a wired network and a wireless network. The above-mentioned wired network may include but not limited to at least one of the following: wide area network, metropolitan area network, and local area network, and the above-mentioned wireless network may include but not limited to at least one of the following: WIFI (Wireless Fidelity, Wireless Fidelity), Bluetooth. The
在本实施例中提供了一种咨询语音的处理方法，应用于后台服务器，具体为语音中台，图2是根据本申请实施例的咨询语音的处理方法的流程图，该流程包括如下步骤：In this embodiment, a method for processing a consultation voice is provided, which is applied to a background server, specifically a voice center. FIG. 2 is a flow chart of a method for processing a consultation voice according to an embodiment of the present application. The process includes the following steps:
步骤S202，在智能家电设备接收到目标对象发送的咨询语音的情况下，接收所述智能家电设备发送的所述咨询语音，并根据所述咨询语音确定所述目标对象的第一咨询信息；Step S202, when the smart home appliance receives the consultation voice sent by the target object, receive the consultation voice sent by the smart home appliance, and determine the first consultation information of the target object according to the consultation voice;
举例来讲，所述咨询语音可以为“为什么回家场景没有执行”；“为什么空调不制冷了”；“我的空调需要维修了”等语音，即咨询语音中也可以用于指示报修智能设备等信息。For example, the consultation voice can be voices such as "why the scene of going home is not executed"; "why the air conditioner is not cooling"; and other information.
步骤S204，识别所述第一咨询信息中的第一业务场景信息和待咨询设备的设备标识信息，以及确定所述目标对象的会员信息，其中，所述待咨询设备为所述第一咨询信息对应的设备；Step S204, identifying the first business scenario information in the first consultation information and the equipment identification information of the device to be consulted, and determining the member information of the target object, wherein the device to be consulted is the first consultation information corresponding equipment;
举例来讲，若咨询语音为“为什么空调不制冷了”，则可以获取的信息为“空调”、“不制冷”，需要说明的是，第一业务场景信息和待咨询设备的数量可以为一个或多个，本申请实施例对比不做限定。For example, if the consultation voice is "why the air conditioner is not cooling", the information that can be obtained is "air conditioner" and "no cooling". It should be noted that the first business scenario information and the number of equipment to be consulted can be one or more, and the comparison in the embodiments of the present application is not limited.
步骤S206，根据所述第一业务场景信息、所述设备标识信息和所述会员信息确定对应的目标智能客服；Step S206, determining the corresponding target intelligent customer service according to the first business scenario information, the device identification information and the member information;
举例来讲，在第一咨询信息用于指示“空调”、“不制冷”的情况下，可以确定第一咨询信息为空调控制类问题，因此，确定解决空调控制类问题的智能客服。For example, when the first consultation information is used to indicate "air conditioner" or "no cooling", it can be determined that the first consultation information is an air-conditioning control problem, and therefore, a smart customer service to solve the air-conditioning control problem can be determined.
步骤S208，根据所述目标智能客服对应的知识库确定所述咨询语音对应的回复信息。Step S208, determining the reply information corresponding to the consultation voice according to the knowledge base corresponding to the target intelligent customer service.
通过上述步骤，在智能家电设备接收到目标对象发送的咨询语音的情况下，接收所述智能家电设备发送的所述咨询语音，并根据所述咨询语音确定所述目标对象的第一咨询信息；识别所述第一咨询信息中的第一业务场景信息和待咨询设备的设备标识信息，以及确定所述目标对象的会员信息，其中，所述待咨询设备为所述第一咨询信息对应的设备；根据所述第一业务场景信息、所述设备标识信息和所述会员信息确定对应的目标智能客服；根据所述目标智能客服对应的知识库确定所述咨询语音对应的回复信息，解决了相关技术中，在用户需要对智能设备的功能、维修等进行咨询时，联系售后的步骤较多，便捷性不强等问题，进而通过本实施例通过智能家电设备作为语音入口，一方面，不受距离的影响，用户在客厅的任何位置，都可以远场唤醒电视，通过语音呼叫客服；另外一方面，智能家电设备具有可绑定其他智能家电并进行设备控制和场景控制的功能，用户遇到的所有网器场景问题、控制问题、质量问题、售后问题都可以及时通过智能家电设备呼叫售后客服进行咨询，进行报单，方便快捷。而且本申请中的实施例，可以根据不同的咨询类型呼叫不同的人工客服，使得咨询更加便捷。Through the above steps, when the smart home appliance receives the consultation voice sent by the target object, receive the consultation voice sent by the smart home appliance, and determine the first consultation information of the target object according to the consultation voice; Identifying the first business scenario information in the first consultation information and the device identification information of the device to be consulted, and determining the member information of the target object, wherein the device to be consulted is the device corresponding to the first consultation information ; Determine the corresponding target intelligent customer service according to the first business scene information, the device identification information and the member information; determine the reply information corresponding to the consultation voice according to the knowledge base corresponding to the target intelligent customer service, and solve the related problems In the technology, when the user needs to consult the function and maintenance of the smart device, there are many steps to contact the after-sales service, and the convenience is not strong. Then, through this embodiment, the smart home appliance is used as the voice entrance. On the one hand, it is not affected by Influenced by distance, users can wake up the TV in the far field and call customer service through voice at any position in the living room; All network appliance scene problems, control problems, quality problems, and after-sales problems can be consulted and reported through smart home appliances in a timely manner, which is convenient and fast. Moreover, in the embodiment of the present application, different human customer service personnel can be called according to different consultation types, making the consultation more convenient.
可选的，根据所述第一业务场景信息、所述设备标识信息和所述会员信息确定对应的目标智能客服，包括：Optionally, determining the corresponding target intelligent customer service according to the first business scenario information, the device identification information, and the member information includes:
步骤1：根据所述设备标识信息和所述会员信息确定所述待咨询设备的设备信息；Step 1: Determine the device information of the device to be consulted according to the device identification information and the member information;
步骤2：根据所述第一业务场景信息和所述设备信息确定所述第一咨询信息对应的第一咨询类型；Step 2: Determine the first consultation type corresponding to the first consultation information according to the first business scenario information and the device information;
步骤3：根据所述第一咨询类型，从多个智能客服中确定所述目标智能客服。Step 3: According to the first consultation type, determine the target intelligent customer service from multiple intelligent customer service.
也就是说，在根据第一咨询信息确定目标对象待咨询的设备的情况下，根据会员信息在目标对象的账号绑定的设备列表中确定待咨询设备的设备信息，根据所述业务场景信息和所述设备信息确定所述第一咨询信息对应的第一咨询类型，并根据所述咨询类型确定对应的智能客服。That is to say, if the device to be consulted by the target object is determined according to the first consultation information, the device information of the device to be consulted is determined in the device list bound to the account of the target object according to the membership information, and the device information of the device to be consulted is determined according to the business scenario information and The device information determines the first consultation type corresponding to the first consultation information, and determines the corresponding intelligent customer service according to the consultation type.
举例来讲，在第一咨询信息用于指示“空调”、“不制冷”的情况下，根据“空调”和目标对象的会员信息确定所述目标对象绑定的“空调”的型号、性能、激活状态、联网状态等设备信息，根据“空调”、“不制冷”和所述设备信息确定所述第一咨询信息对应的第一咨询类型为“xx型号的空调不制冷”类。For example, when the first consultation information is used to indicate "air conditioner" and "no cooling", determine the model, performance, Device information such as activation status and networking status, according to "air conditioner", "no cooling" and the device information, it is determined that the first consultation type corresponding to the first consultation information is "xx model air conditioner does not cool".
在一个示例性实施例中，根据所述目标智能客服对应的知识库确定所述咨询语音对应的回复信息之前，包括：确定所述目标智能客服对应的知识库中是否存储所述咨询语音对应的回复信息；在目标智能客服对应的知识库中未存储所述回复信息的情况下，确定所述第一咨询类型对应的第一人工客服，并呼叫所述第一人工客服。In an exemplary embodiment, before determining the reply information corresponding to the consultation voice according to the knowledge base corresponding to the target intelligent customer service, it includes: determining whether the information corresponding to the consultation voice is stored in the knowledge base corresponding to the target intelligent customer service; Reply information; if the reply information is not stored in the knowledge base corresponding to the target intelligent customer service, determine the first manual customer service corresponding to the first consultation type, and call the first manual customer service.
需要说明的是，在目标智能客服无法解答第一咨询信息的情况下，根据第一咨询类型确定对应的人工客服，并呼叫人工客服，以使人工客服为目标对象解答第一咨询信息，通过本发明实施例，解决了仅有智能客服进行解答的局限性，进而达到了更好地为目标对象提供服务的技术效果。It should be noted that when the target intelligent customer service cannot answer the first consultation information, determine the corresponding manual customer service according to the type of the first consultation, and call the manual customer service, so that the manual customer service can answer the first consultation information for the target object. The embodiment of the invention solves the limitation that only intelligent customer service can provide answers, and further achieves the technical effect of providing better services for target objects.
可选地，呼叫第一人工客服，包括：Optionally, call the first human customer service, including:
步骤1：在设定的多个呼叫号码中确定所述第一人工客服对应的第一呼叫号码；Step 1: Determine the first call number corresponding to the first manual customer service among the set call numbers;
步骤2：根据所述第一呼叫号码呼叫所述第一人工客服，并将所述第一咨询信息和所述设备信息上传至所述第一人工客服对应的客服系统。Step 2: Call the first human customer service according to the first call number, and upload the first consultation information and the device information to the customer service system corresponding to the first human customer service.
也就是说，在根据第一咨询信息确定目标对象待咨询设备的情况下，在目标对象的账号绑定的设备列表中确定待咨询设备的设备信息，根据所述设备信息和所述目标对象的会员信息生成咨询单，并将所述咨询单上传至客服系统，以使接通所述目标对象的通话情况下，所述第一人工客服在所述客服系统中查找所述目标对象的咨询单，进而根据所述咨询单更加快速地处理所述目标对象的咨询问题。That is to say, if the target object's device to be consulted is determined according to the first consultation information, the device information of the target object's device to be consulted is determined in the device list bound to the account of the target object, and according to the device information and the target object's Member information generates a consultation ticket, and uploads the consultation ticket to the customer service system, so that when the call of the target object is connected, the first manual customer service will search for the query ticket of the target object in the customer service system , and then more quickly deal with the consultation questions of the target object according to the consultation ticket.
需要说明的是，自动查询设备信息，以及将咨询单自动上传至客服系统，可以节约所述目标对象填写所述设备信息的时间，以及节约所述人工客服根据用户描述寻找所述设备信息的时间。It should be noted that automatically querying equipment information and automatically uploading the inquiry form to the customer service system can save the time for the target object to fill in the equipment information, and save the time for the manual customer service to search for the equipment information according to the user description .
在一个示例性实施例中，根据所述目标智能客服对应的知识库确定所述咨询语音对应的回复信息，还包括：根据所述第一咨询信息确定所述目标对象的用户行为意图；根据所述用户行为意图和所述待咨询设备的设备标识信息获取所述待咨询设备对应的设备状态信息和操作日志信息；将所述设备状态信息和操作日志信息发送至所述目标智能客服，并根据所述设备状态信息和操作日志信息在所述知识库中确定所述咨询语音对应的回复信息。In an exemplary embodiment, determining the reply information corresponding to the consultation voice according to the knowledge base corresponding to the target intelligent customer service further includes: determining the user behavior intention of the target object according to the first consultation information; Obtain the device status information and operation log information corresponding to the device to be consulted through the user behavior intention and the device identification information of the device to be consulted; send the device status information and operation log information to the target intelligent customer service, and The device state information and operation log information determine the reply information corresponding to the consultation voice in the knowledge base.
举例来讲，在所述咨询语音为“为什么回家场景没有执行”的情况下，所述用户行为意图为：执行回家场景；在咨询语音为“为什么空调不制冷了”的情况下，用户行为意图为：打开空调制冷功能；在咨询语音为“我的空调需要维修了”的情况下，所述用户行为意图为：维修空调；本发明实施例对咨询语音为用户行为意图不作限定。For example, when the consulting voice is "why the scene of going home is not executed", the user's behavior intention is: to execute the scene of going home; when the consulting voice is "why the air conditioner is not cooling", the user The behavioral intention is: to turn on the cooling function of the air conditioner; in the case where the consultation voice is "my air conditioner needs maintenance", the user's behavioral intention is: to repair the air conditioner; the embodiment of the present invention does not limit the consultation voice as the user's behavioral intention.
在一个示例性实施例中，根据所述用户行为意图和所述待咨询设备的设备标识信息获取所述待咨询设备的设备状态信息和操作日志信息，包括：在所述用户行为意图指示所述控制所述待咨询设备执行目标操作的情况下，根据所述用户行为意图和所述设备标识信息获取所述待咨询设备执行所述目标操作的过程中的设备状态信息和操作日志信息；在所述用户行为意图指示执行目标场景的情况下，根据所述用户行为意图和所述设备标识信息获取所述待咨询设备获取所述待咨询设备执行所述目标场景的过程中的设备状态信息和操作日志信息。In an exemplary embodiment, acquiring the device state information and operation log information of the device to be consulted according to the user behavior intention and the device identification information of the device to be consulted includes: when the user behavior intention indicates the In the case of controlling the device to be consulted to perform the target operation, acquiring device status information and operation log information during the process of the device to be consulted performing the target operation according to the user behavior intention and the device identification information; In the case where the user behavior intention indicates the execution of the target scenario, acquire the device state information and operations of the device to be consulted during the process of executing the target scenario by the device to be consulted according to the user behavior intent and the device identification information log information.
进一步的，根据所述第一咨询信息确定所述目标对象待咨询设备，包括：确定根据所述第一咨询信息是否可以确定目标对象待咨询设备；在根据所述第一咨询信息不可以确定目标对象待咨询设备的情况下，通过所述智能家电设备向所述目标对象发送询问信息；接收所述目标对象根据所述询问信息发送的响应信息，并根据所述第一咨询信息和所述响应信息确定所述目标对象的待咨询设备。Further, determining the target device to be consulted according to the first consultation information includes: determining whether the target device to be consulted can be determined according to the first consultation information; if the target device cannot be determined according to the first consultation information In the case of a device to be consulted by an object, send inquiry information to the target object through the smart home appliance; receive response information sent by the target object according to the inquiry information, and The information identifies the target object's device to be consulted.
可选地，根据所述目标智能客服对应的知识库确定所述咨询语音对应的回复信息之后，还包括：Optionally, after determining the reply information corresponding to the consultation voice according to the knowledge base corresponding to the target intelligent customer service, the method further includes:
步骤1：向智能家电设备发送所述回复信息，以使所述智能家电设备播放所述回复信息；Step 1: Send the reply message to the smart home appliance, so that the smart home appliance plays the reply message;
步骤2：确定所述目标智能客服是否接收到所述目标对象通过所述智能家电设备发送的控制命令，其中，所述控制命令用于指示将所述目标智能客服转接至人工客服；Step 2: Determine whether the target intelligent customer service has received a control command sent by the target object through the smart home appliance, wherein the control command is used to instruct to transfer the target intelligent customer service to a manual customer service;
步骤3：响应所述控制命令，呼叫第二人工客服。Step 3: In response to the control command, call the second manual customer service.
也就是说，在目标智能客服可以回答咨询信息的情况下，将咨询信息发送至目标智能客服，以使所述目标智能客服根据数据库中的回复信息回答所述目标对象的咨询信息，需要说明的是，所述回复信息包括但不限于：文字信息、语音信息、视频信息，进而通过本实施例，可以使得咨询更加便捷，且减少了人工量。That is to say, when the target intelligent customer service can answer the consultation information, the consultation information is sent to the target intelligent customer service, so that the target intelligent customer service can answer the consultation information of the target object according to the reply information in the database. Yes, the reply information includes, but is not limited to: text information, voice information, and video information. Furthermore, through this embodiment, the consultation can be made more convenient and the amount of labor can be reduced.
进一步的，在目标对象和目标智能客服的交互过程中，至少通过以下方式之一确定呼叫第二人工客服：确定所述目标智能客服接收到所述目标对象通过所述智能家电设备发送的控制命令，其中，所述控制命令用于指示将所述目标智能客服转接至人工客服；确定所述目标智能客服对应的数据库中未存储所述目标对象和目标智能客服的交互信息中的第二关键词对应的回复信息。Further, during the interaction process between the target object and the target intelligent customer service, at least one of the following methods is used to determine to call the second manual customer service: determine that the target intelligent customer service has received the control command sent by the target object through the smart home appliance , wherein the control command is used to instruct to transfer the target intelligent customer service to a human customer service; it is determined that the database corresponding to the target intelligent customer service does not store the second key in the interaction information between the target object and the target intelligent customer service Reply message corresponding to the word.
可选地，响应所述控制命令，呼叫第二人工客服，包括：Optionally, in response to the control command, calling the second manual customer service includes:
步骤1：根据所述目标对象与所述目标智能客服的交互信息确定第二咨询信息；Step 1: Determine the second consultation information according to the interaction information between the target object and the target intelligent customer service;
步骤2：确定所述第二咨询信息中的第二业务场景信息，以及根据所述第二业务场景信息、设备标识信息和所述会员信息确定所述第二咨询信息对应的第二咨询类型；Step 2: Determine the second business scenario information in the second consultation information, and determine the second consultation type corresponding to the second consultation information according to the second business scenario information, device identification information and the member information;
步骤3：确定与所述第二咨询类型对应的第二人工客服的第二呼叫号码，并通过所述第二呼叫号码呼叫所述第二人工客服。Step 3: Determine the second call number of the second human customer service corresponding to the second consultation type, and call the second human customer service through the second call number.
通过上述本申请的可选实施例，在目标对象和目标智能客服已进行沟通，且需要呼叫人工客服的情况下，需要将目标对象与所述目标智能客服的交互信息与第一咨询信息进行整合，以得到第二咨询信息，并根据所述第二交互信息的第二关键词确定第二热工客服，并进行呼叫。Through the above optional embodiment of the present application, when the target object and the target intelligent customer service have communicated and need to call a human customer service, it is necessary to integrate the interaction information between the target object and the target intelligent customer service with the first consultation information , to obtain the second consultation information, and determine the second thermal engineering customer service according to the second keyword of the second interaction information, and make a call.
举例来讲，在交互信息为目标对象：“为什么空调不制冷了”；目标智能客服：“建议您重启空调”；目标对象：“重启了，还是不制冷”，此时第二咨询信息可以为“空调在重启之后依旧不制冷”。For example, if the interactive information is the target object: "Why the air conditioner is not cooling"; the target intelligent customer service: "I suggest you restart the air conditioner"; "The air conditioner is still not cooling after restarting."
举例来讲，在交互信息为目标对象：“为什么空调不制冷了”；目标智能客服：“建议您重启空调”；目标对象：“现在制冷了”；“怎么设置xx场景呢”，此时第二咨询信息可以为“怎么设置xx场景呢”。For example, in the interactive information, the target object is: "Why the air conditioner is not cooling"; the target intelligent customer service: "I suggest you restart the air conditioner"; the target object: "It is cooling now"; "How to set the xx scene?" The second consultation information can be "how to set the xx scene".
可选地，呼叫所述第一咨询类型对应的第一人工客服之后，还包括：获取所述第一人工客服与所述目标对象的通话记录；提取所述通话记录中所述第一人工客服的答复信息；建立所述答复信息与所述第一关键词的对应关系，并将所述对应关系存储至所述数据库中。Optionally, after calling the first human customer service corresponding to the first consultation type, it also includes: obtaining a call record between the first human customer service and the target object; extracting the first human customer service in the call record the reply information; establishing a correspondence between the reply information and the first keyword, and storing the correspondence in the database.
需要说明的是，在目标对象和人工客服通话的过程中，需要对目标对象和人工客服的通话信息进行录制，在结束通话的情况下，根据通话记录确定答复信息与所述业务场景信息和设备标识信息的对应关系，并将对象关系存储至数据库中，进而使得数据库中的数据量增加，进而智能客服可以更加智能。It should be noted that during the call between the target object and the artificial customer service, the call information of the target object and the artificial customer service needs to be recorded, and when the call ends, the reply information and the business scene information and equipment are determined according to the call record. Identify the corresponding relationship of information, and store the object relationship in the database, thereby increasing the amount of data in the database, so that the intelligent customer service can be more intelligent.
可选地，识别所述第一咨询信息中的业务场景信息和设备标识信息，包括：根据所述第一咨询信息确定是否呼叫智能客服或人工客服；在确定呼叫智能客服或人工客服的情况下，识别所述第一咨询信息中的第一业务场景信息和设备标识信息。Optionally, identifying the business scenario information and device identification information in the first consultation information includes: determining whether to call intelligent customer service or manual customer service according to the first consultation information; , identifying the first service scenario information and device identification information in the first consultation information.
也就是说，在第一咨询信息不为客服的工作范围的情况下，不为所述目标对象呼叫智能客服或人工客服；在第一咨询信息为客服的工作范围的情况下，为所述目标对象呼叫智能客服或人工客服，进而减少了误播的几率。That is to say, when the first consultation information is not within the scope of work of the customer service, no intelligent customer service or manual customer service is called for the target object; The subject calls the intelligent customer service or human customer service, thereby reducing the chance of misbroadcasting.
可选地，根据所述目标智能客服对应的知识库确定所述咨询语音对应的回复信息之前，还包括：在所述用户行为意图指示对所述待咨询设备进行报修的情况下，向目标对象发送请求语音，其中，所述请求语音用于请求获取指示所述待咨询设备的故障的多媒体信息；在获取到所述多媒体信息的情况下，根据所述第一咨询信息、所述多媒体信息、设备状态信息和操作日志信息确定所述待咨询设备的故障信息；根据所述故障信息生成订单信息，并将所述订单信息发送至所述智能家电设备，其中，所述订单信息用于指示维修对象在维修时间维修所述待咨询设备，以及维修所述待咨询设备的维修资源。Optionally, before determining the reply information corresponding to the consultation voice according to the knowledge base corresponding to the target intelligent customer service, it further includes: in the case that the user behavior intention indicates that the equipment to be consulted is repaired, send a message to the target object sending a request voice, wherein the request voice is used to request acquisition of multimedia information indicating the failure of the equipment to be consulted; if the multimedia information is obtained, according to the first consultation information, the multimedia information, The device status information and operation log information determine the fault information of the device to be consulted; generate order information according to the fault information, and send the order information to the smart home appliance, wherein the order information is used to indicate maintenance The object maintains the device to be consulted during the maintenance time, and the maintenance resources for repairing the device to be consulted.
举例来讲，在第一咨询信息为“我要找人来维修我的空调”的情况下，获取用于指示所述待咨询设备的故障的图像信息或者视频信息；根据述第一咨询信息、所述多媒体信息、设备状态信息和操作日志信息确定所述空调设备的故障信息，并根据故障信息直接生成报修工单，并将所述报修工单发送至智能家电设备，以使目标对象编辑或确认，进而使得报修过程更加便捷。For example, when the first consultation information is "I want someone to repair my air conditioner", image information or video information used to indicate the failure of the equipment to be consulted is acquired; according to the first consultation information, The multimedia information, device status information and operation log information determine the fault information of the air conditioner, and directly generate a repair work order according to the fault information, and send the repair work order to the smart home appliance, so that the target object can edit or Confirmation, which makes the repair process more convenient.
为了更好的理解上述咨询语音的处理方法的过程，以下再结合可选实施例对上述咨询语音的处理的实现方法流程进行说明，但不用于限定本申请实施例的技术方案。In order to better understand the process of the method for processing the above consultation voice, the flow of the method for implementing the above consultation voice processing will be described below in combination with optional embodiments, but it is not intended to limit the technical solutions of the embodiments of the present application.
在本实施例中提供了一种咨询语音的处理方法，图3是根据本申请实施例的咨询语音的处理系统的框架图(一)，如图3所示，具体如下：In this embodiment, a method for processing a consultation voice is provided. FIG. 3 is a frame diagram (1) of a processing system for a consultation voice according to an embodiment of the present application, as shown in FIG. 3 , specifically as follows:
交互前端、接入层、分发层、客服工具、系统代理、内部系统。Interactive front-end, access layer, distribution layer, customer service tools, system agents, and internal systems.
具体的，所述交互前端包括：智能家电设备，用于接收用户的语音信息。Specifically, the interaction front end includes: smart home appliances, configured to receive user voice information.
所述接入层用于接入通过智能客服、远程协助、产品说明书、自主服务等发送的信息。The access layer is used to access information sent through intelligent customer service, remote assistance, product manuals, autonomous services, and the like.
所述分发层用于将接入层接入的信息发送至分发层，包括：会话管理、消息路由、IM通讯、异常处理、服务管理。The distribution layer is used to send information accessed by the access layer to the distribution layer, including: session management, message routing, IM communication, exception handling, and service management.
客服工具用于对用户的信息进行回复，客服工具包括：机器人和人工，人工可以语音通信、在线通信、电话通信。The customer service tools are used to reply to the user's information. The customer service tools include: robots and humans, and the humans can communicate by voice, online, and telephone.
系统代理包括：用户信息(相当于上述实施例中的会员信息)、订单信息、物流信息、服务信息、资料库；其中，系统代理中的信息从内部系统中获取。The system agent includes: user information (equivalent to member information in the above-mentioned embodiments), order information, logistics information, service information, and database; wherein, the information in the system agent is obtained from the internal system.
内部系统包括：用户中心、会员中心、积分中心、订单系统、物流系统。Internal systems include: user center, member center, point center, order system, logistics system.
可选的，在本实施例中提供了一种咨询语音的处理方法，图4是根据本申请实施例的咨询语音的处理方法的时序图，如图4所示，具体如下：Optionally, a method for processing a consultation voice is provided in this embodiment. FIG. 4 is a sequence diagram of a method for processing a consultation voice according to an embodiment of the present application, as shown in FIG. 4 , and the details are as follows:
步骤S401：用户在智能家电设备用语音唤醒电视并进行交互时，智能家电设备接收到语料的发送至第三方语音平台；Step S401: When the user wakes up the TV with the voice of the smart home appliance and interacts with it, the smart home appliance receives the corpus and sends it to the third-party voice platform;
步骤S402：由第三方语音平台对语料进行识别进行asr(自动语音识别技术)和NLP(自然语言处理)，并返回处理结果；Step S402: Recognize the corpus by the third-party voice platform, perform asr (automatic speech recognition technology) and NLP (natural language processing), and return the processing result;
步骤S403：智能家电设备将语料和处理结果发送至客服HIC系统；Step S403: the smart home appliance sends the corpus and processing results to the customer service HIC system;
其中，客服HIC系统为接收用户报单的系统。Among them, the customer service HIC system is a system for receiving orders from users.
步骤S404：判断是否为需要客服解答答复的语料；Step S404: judging whether it is a corpus that needs to be answered by customer service;
例如当用户发出场景问题、设备控制问题、家电维修服务等问题时，为需要客服解答答复的语料。For example, when users ask questions about scenarios, equipment control, home appliance repair services, etc., it is the corpus that needs to be answered by customer service.
步骤S405：在机器人语料库索引返回给智能家电设备相关语料答复；Step S405: return the relevant corpus reply to the smart home appliance in the robot corpus index;
步骤S406：当用户想呼叫人工客服后，将唤醒人工客服的指令给到客服系统的人工坐席；Step S406: When the user wants to call the manual customer service, give an instruction to wake up the manual customer service to the manual seat of the customer service system;
步骤S407：接通后，由人工客服通过智能家电设备与用户进行在线语音交互，给用户做相应的解答。Step S407: After connecting, the artificial customer service will conduct online voice interaction with the user through the smart home appliance, and give corresponding answers to the user.
可选的，在本实施例中提供了一种咨询语音的处理系统，图5是根据本申请实施例的咨询语音的处理系统的框架图(二)，如图5所示，具体如下：Optionally, in this embodiment, a system for processing counseling voices is provided. FIG. 5 is a frame diagram (2) of a system for processing counseling voices according to an embodiment of the present application, as shown in FIG. 5 , specifically as follows:
用户向交互前端发送目标语料，交互前端将目标语料发送至分发平台，分发平台根据智能路由规则，确定将目标语料智能分发至机器人或者人工坐席；The user sends the target corpus to the interactive front end, and the interactive front end sends the target corpus to the distribution platform, and the distribution platform determines to intelligently distribute the target corpus to robots or artificial seats according to intelligent routing rules;
在确定将目标语料分发至机器人的情况下，根据用户需求将目标语料发送至文本机器人或者语音机器人；In the case of determining to distribute the target corpus to the robot, send the target corpus to the text robot or voice robot according to the user's needs;
在确定将目标语料分发至人工坐席的情况下，根据用户需求呼叫在线坐席、网络坐席、电话坐席；根据所述坐席类别确定接入的坐席系统；并通过所述坐席系统呼叫接待组，以及具体的接待人员。In the case of determining to distribute the target corpus to the manual agent, call the online agent, network agent, and telephone agent according to the user's needs; determine the agent system to be accessed according to the agent type; and call the reception group through the agent system, and specifically reception staff.
需要说明的是，在接待人员和用户通话的过程中，需要录制通话内容，并将通话内容发送至资料库，以使所述机器人的回复更加智能。It should be noted that during the conversation between the reception staff and the user, the conversation content needs to be recorded and sent to the database, so that the reply of the robot can be more intelligent.
通过本申请的可选实施例，通过强大的智能路由引擎配置，根据用户的业务场景和用户画像分类，可灵活设置对接指定机器人和人工客服接待组，实现客服服务定制化；对语料库的统一化管理，通过机器人机器学习训练，实现电视端客服体验智能化；电视作为一个主要的大屏语音入口，可以代替音箱及其他语音入口，成为用户使用最便捷的，可以第一时间呼叫客服的端口；用户遇到的所有网器场景问题、控制问题、质量问题、售后问题都可以及时通过打开的电视呼叫售后客服进行咨询，进行报单，直达海尔客服坐席，方便快捷。而且增加电视作为主要语音入口，增加电视的场景功能，用户可以通过电视语音咨询互联互通的问题以及售后问题。Through the optional embodiment of this application, through the configuration of a powerful intelligent routing engine, according to the user's business scene and user portrait classification, it is possible to flexibly set up a docking designated robot and a human customer service reception group to realize customer service customization; unification of the corpus Management, through robot machine learning training, to realize intelligent TV customer service experience; TV, as a main large-screen voice entrance, can replace speakers and other voice entrances, and become the most convenient port for users to call customer service at the first time; For all network device scene problems, control problems, quality problems, and after-sales problems encountered by users, they can call the after-sales customer service through the turned on TV in time for consultation, make orders, and directly reach Haier customer service seats, which is convenient and fast. In addition, the TV is added as the main voice entrance, and the scene function of the TV is added. Users can consult the problems of interconnection and interoperability and after-sales problems through the TV voice.
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根据上述实施例的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终端设备(可以是手机，计算机，服务器，或者网络设备等)执行本申请各个实施例的方法。Through the description of the above embodiments, those skilled in the art can clearly understand that the method according to the above embodiments can be implemented by means of software plus a necessary general-purpose hardware platform, and of course also by hardware, but in many cases the former is Better implementation. Based on such an understanding, the technical solution of the present application can be embodied in the form of a software product in essence or the part that contributes to the prior art, and the computer software product is stored in a storage medium (such as ROM/RAM, disk, CD) contains several instructions to make a terminal device (which may be a mobile phone, a computer, a server, or a network device, etc.) execute the method of each embodiment of the present application.
图6是根据本申请实施例的一种咨询语音的处理装置的结构框图；如图6所示，包括：Fig. 6 is a structural block diagram of a processing device for consultation voice according to an embodiment of the present application; as shown in Fig. 6 , it includes:
接收模块62，用于在智能家电设备接收到目标对象发送的咨询语音的情况下，接收所述智能家电设备发送的所述咨询语音，并根据所述咨询语音确定所述目标对象的第一咨询信息；The receiving
第一确定模块64，用于识别所述第一咨询信息中的第一业务场景信息和待咨询设备的设备标识信息，以及确定所述目标对象的会员信息，其中，所述待咨询设备为所述第一咨询信息对应的设备；The
第二确定模块66，用于根据所述第一业务场景信息、所述设备标识信息和所述会员信息确定对应的目标智能客服；The second determining
第三确定模块68，用于根据所述目标智能客服对应的知识库确定所述咨询语音对应的回复信息。The
通过上述装置，接收模块，在智能家电设备接收到目标对象发送的咨询语音的情况下，接收所述智能家电设备发送的所述咨询语音，并根据所述咨询语音确定所述目标对象的第一咨询信息；第一确定模块，识别所述第一咨询信息中的第一业务场景信息和待咨询设备的设备标识信息，以及确定所述目标对象的会员信息，其中，所述待咨询设备为所述第一咨询信息对应的设备；第二确定模块，根据所述第一业务场景信息、所述设备标识信息和所述会员信息确定对应的目标智能客服；第三确定模块，根据所述目标智能客服对应的知识库确定所述咨询语音对应的回复信息，解决了相关技术中，在用户需要对智能设备的功能、维修等进行咨询时，联系售后的步骤较多，便捷性不强等问题，进而通过本实施例通过智能家电设备作为语音入口，一方面，不受距离的影响，用户在客厅的任何位置，都可以远场唤醒电视，通过语音呼叫客服；另外一方面，智能家电设备具有可绑定其他智能家电并进行设备控制和场景控制的功能，用户遇到的所有网器场景问题、控制问题、质量问题、售后问题都可以及时通过智能家电设备呼叫售后客服进行咨询，进行报单，方便快捷。而且本申请中的实施例，可以根据不同的咨询类型呼叫不同的人工客服，使得咨询更加便捷。With the above device, the receiving module receives the consulting voice sent by the smart home appliance when the smart home appliance receives the consulting voice sent by the target object, and determines the first person of the target object according to the consulting voice. consultation information; a first determination module, identifying the first business scene information in the first consultation information and the device identification information of the device to be consulted, and determining the member information of the target object, wherein the device to be consulted is the The device corresponding to the first consultation information; the second determination module determines the corresponding target intelligent customer service according to the first business scene information, the device identification information and the member information; the third determination module determines the corresponding target intelligent customer service according to the target intelligence The knowledge base corresponding to the customer service determines the reply information corresponding to the consultation voice, which solves the problems in the related technology that when the user needs to consult the function and maintenance of the smart device, there are many steps to contact the after-sales service, and the convenience is not strong. Furthermore, through this embodiment, the smart home appliance is used as the voice entrance. On the one hand, the user can wake up the TV in the far field and call the customer service through the voice at any position in the living room without being affected by the distance; on the other hand, the smart home appliance has the ability to Bind other smart home appliances and perform device control and scene control functions. All network device scene problems, control problems, quality problems, and after-sales problems encountered by users can be consulted and reported through smart home appliances in a timely manner. fast. Moreover, in the embodiment of the present application, different human customer service personnel can be called according to different consultation types, making the consultation more convenient.
在一个示例性实施例中，第二确定模块，用于根据所述设备标识信息和所述会员信息确定所述待咨询设备的设备信息；根据所述第一业务场景信息和所述设备信息确定所述第一咨询信息对应的第一咨询类型；根据所述第一咨询在多个智能客服中确定所述目标智能客服。In an exemplary embodiment, the second determining module is configured to determine the device information of the device to be consulted according to the device identification information and the member information; determine the device information according to the first service scenario information and the device information The first consultation type corresponding to the first consultation information; determining the target intelligent customer service among multiple intelligent customer service according to the first consultation.
在一个示例性实施例中，第二确定模块，用于确定所述目标智能客服对应的知识库中是否存储所述咨询语音对应的回复信息；在目标智能客服对应的知识库中未存储所述回复信息的情况下，确定所述第一咨询类型对应的第一人工客服，并呼叫所述第一人工客服。In an exemplary embodiment, the second determination module is configured to determine whether the reply information corresponding to the consultation voice is stored in the knowledge base corresponding to the target intelligent customer service; In the case of replying information, determine the first human customer service corresponding to the first consultation type, and call the first human customer service.
在一个示例性实施例中，第二确定模块，用于在设定的多个呼叫号码中确定所述第一人工客服对应的第一呼叫号码；根据所述第一呼叫号码呼叫所述第一人工客服，并将所述第一咨询信息和所述设备信息上传至所述第一人工客服对应的客服系统。In an exemplary embodiment, the second determination module is configured to determine the first call number corresponding to the first human customer service among the set call numbers; call the first call number according to the first call number Manual customer service, and upload the first consultation information and the device information to the customer service system corresponding to the first manual customer service.
在一个示例性实施例中，上述装置还包括：呼叫模块；呼叫模块，用于向智能家电设备发送所述回复信息，以使所述智能家电设备播放所述回复信息；确定所述目标智能客服是否接收到所述目标对象通过所述智能家电设备发送的控制命令，其中，所述控制命令用于指示将所述目标智能客服转接至人工客服；响应所述控制命令，呼叫第二人工客服。In an exemplary embodiment, the above-mentioned apparatus further includes: a calling module; a calling module, configured to send the reply information to the smart home appliance, so that the smart home appliance plays the reply information; determine the target smart customer service Whether the control command sent by the target object through the smart home appliance is received, wherein the control command is used to indicate that the target smart customer service is transferred to a manual customer service; in response to the control command, call a second manual customer service .
在一个示例性实施例中，呼叫模块66，用于根据所述目标对象与所述目标智能客服的交互信息确定第二咨询信息；确定所述第二咨询信息中的第二业务场景信息，以及根据所述第二业务场景信息、设备标识信息和所述会员信息确定所述第二咨询信息对应的第二咨询类型；确定与所述第二咨询类型对应的第二人工客服的第二呼叫号码，并通过所述第二呼叫号码呼叫所述第二人工客服。In an exemplary embodiment, the calling
在一个示例性实施例中，第三确定模块，用于获取所述第一人工客服与所述目标对象的通话记录；提取所述通话记录中所述第一人工客服的答复信息；建立所述答复信息与所述第一关键词的对应关系，并将所述对应关系存储至所述数据库中。In an exemplary embodiment, the third determination module is configured to obtain the call record between the first human customer service and the target object; extract the reply information of the first human customer service in the call record; establish the A corresponding relationship between the reply information and the first keyword, and store the corresponding relationship in the database.
在一个示例性实施例中，第一确定模块，用于根据所述第一咨询信息确定是否呼叫智能客服或人工客服；在确定呼叫智能客服或人工客服的情况下，识别所述第一咨询信息中的第一业务场景信息和待咨询设备的设备标识信息。In an exemplary embodiment, the first determination module is configured to determine whether to call the intelligent customer service or the manual customer service according to the first consultation information; if it is determined to call the intelligent customer service or the manual customer service, identify the first consultation information The first service scenario information and the device identification information of the device to be consulted.
在一个示例性实施例中，第三确定模块，用于根据所述第一咨询信息确定所述目标对象的用户行为意图；根据所述用户行为意图和所述待咨询设备的设备标识信息获取所述待咨询设备对应的设备状态信息和操作日志信息；将所述设备状态信息和操作日志信息发送至所述目标智能客服，并根据所述设备状态信息和操作日志信息在所述知识库中确定所述咨询语音对应的回复信息。In an exemplary embodiment, the third determination module is configured to determine the user behavior intention of the target object according to the first consultation information; obtain the user behavior intention according to the user behavior intention and the device identification information of the device to be consulted. Describe the device status information and operation log information corresponding to the device to be consulted; send the device status information and operation log information to the target intelligent customer service, and determine in the knowledge base according to the device status information and operation log information Reply information corresponding to the consultation voice.
在一个示例性实施例中，第三确定模块，用于在所述用户行为意图指示所述控制所述待咨询设备执行目标操作的情况下，根据所述用户行为意图和所述设备标识信息获取所述待咨询设备执行所述目标操作的过程中的设备状态信息和操作日志信息；在所述用户行为意图指示执行目标场景的情况下，根据所述用户行为意图和所述设备标识信息获取所述待咨询设备获取所述待咨询设备执行所述目标场景的过程中的设备状态信息和操作日志信息。In an exemplary embodiment, the third determining module is configured to obtain, according to the user behavior intention and the device identification information, if the user behavior intention indicates that the device to be consulted is controlled to perform a target operation. Device state information and operation log information during the process of the target operation being performed by the device to be consulted; in the case that the user behavior intention indicates the execution of the target scene, obtain the information according to the user behavior intention and the device identification information The device to be consulted acquires device state information and operation log information during the process of executing the target scenario by the device to be consulted.
在一个示例性实施例中，第一确定模块，用于在所述用户行为意图指示对所述待咨询设备进行报修的情况下，向目标对象发送请求语音，其中，所述请求语音用于请求获取指示所述待咨询设备的故障的多媒体信息；在获取到所述多媒体信息的情况下，根据所述第一咨询信息、所述多媒体信息、设备状态信息和操作日志信息确定所述待咨询设备的故障信息；根据所述故障信息生成订单信息，并将所述订单信息发送至所述智能家电设备，其中，所述订单信息用于指示维修对象在维修时间维修所述待咨询设备，以及维修所述待咨询设备的维修资源。In an exemplary embodiment, the first determining module is configured to send a request voice to the target object in the case that the user behavior intention indicates to repair the device to be consulted, wherein the request voice is used to request Acquiring multimedia information indicating the failure of the equipment to be consulted; if the multimedia information is acquired, determining the equipment to be consulted according to the first consultation information, the multimedia information, equipment status information and operation log information fault information; generate order information according to the fault information, and send the order information to the smart home appliance, wherein the order information is used to instruct the maintenance object to repair the device to be consulted during the maintenance time, and the maintenance The maintenance resource of the equipment to be consulted.
本申请的实施例还提供了一种存储介质，该存储介质包括存储的程序，其中，上述程序运行时执行上述任一项的方法。An embodiment of the present application further provides a storage medium, the storage medium includes a stored program, wherein the above-mentioned program executes any one of the above-mentioned methods when running.
可选地，在本实施例中，上述存储介质可以被设置为存储用于执行以下步骤的程序代码：Optionally, in this embodiment, the above-mentioned storage medium may be configured to store program codes for performing the following steps:
S1，在智能家电设备接收到目标对象发送的咨询语音的情况下，接收所述智能家电设备发送的所述咨询语音，并根据所述咨询语音确定所述目标对象的第一咨询信息；S1. When the smart home appliance receives the consultation voice sent by the target object, receive the consultation voice sent by the smart home appliance, and determine first consultation information of the target object according to the consultation voice;
S2，识别所述第一咨询信息中的第一业务场景信息和待咨询设备的设备标识信息，以及确定所述目标对象的会员信息，其中，所述待咨询设备为所述第一咨询信息对应的设备；S2. Identify the first business scenario information in the first consultation information and the device identification information of the device to be consulted, and determine the member information of the target object, wherein the device to be consulted corresponds to the first consultation information device of;
S3，根据所述第一业务场景信息、所述设备标识信息和所述会员信息确定对应的目标智能客服；S3. Determine a corresponding target intelligent customer service according to the first business scenario information, the device identification information, and the member information;
S4，根据所述目标智能客服对应的知识库确定所述咨询语音对应的回复信息。S4. Determine the reply information corresponding to the consultation voice according to the knowledge base corresponding to the target intelligent customer service.
本申请的实施例还提供了一种电子装置，包括存储器和处理器，该存储器中存储有计算机程序，该处理器被设置为运行计算机程序以执行上述任一项方法实施例中的步骤。An embodiment of the present application also provides an electronic device, including a memory and a processor, where a computer program is stored in the memory, and the processor is configured to run the computer program to perform the steps in any one of the above method embodiments.
可选地，上述电子装置还可以包括传输设备以及输入输出设备，其中，该传输设备和上述处理器连接，该输入输出设备和上述处理器连接。Optionally, the above-mentioned electronic device may further include a transmission device and an input-output device, wherein the transmission device is connected to the above-mentioned processor, and the input-output device is connected to the above-mentioned processor.
可选地，在本实施例中，上述处理器可以被设置为通过计算机程序执行以下步骤：Optionally, in this embodiment, the above-mentioned processor may be configured to execute the following steps through a computer program:
S1，在智能家电设备接收到目标对象发送的咨询语音的情况下，接收所述智能家电设备发送的所述咨询语音，并根据所述咨询语音确定所述目标对象的第一咨询信息；S1. When the smart home appliance receives the consultation voice sent by the target object, receive the consultation voice sent by the smart home appliance, and determine first consultation information of the target object according to the consultation voice;
S2，识别所述第一咨询信息中的第一业务场景信息和待咨询设备的设备标识信息，以及确定所述目标对象的会员信息，其中，所述待咨询设备为所述第一咨询信息对应的设备；S2. Identify the first business scenario information in the first consultation information and the device identification information of the device to be consulted, and determine the member information of the target object, wherein the device to be consulted corresponds to the first consultation information device of;
S3，根据所述第一业务场景信息、所述设备标识信息和所述会员信息确定对应的目标智能客服；S3. Determine a corresponding target intelligent customer service according to the first business scenario information, the device identification information, and the member information;
S4，根据所述目标智能客服对应的知识库确定所述咨询语音对应的回复信息。S4. Determine the reply information corresponding to the consultation voice according to the knowledge base corresponding to the target intelligent customer service.
可选地，在本实施例中，上述存储介质可以包括但不限于：U盘、只读存储器(Read-Only Memory，简称为ROM)、随机存取存储器(Random Access Memory，简称为RAM)、移动硬盘、磁碟或者光盘等各种可以存储程序代码的介质。Optionally, in this embodiment, the above-mentioned storage medium may include but not limited to: U disk, read-only memory (Read-Only Memory, ROM for short), random access memory (Random Access Memory, RAM for short), Various media that can store program codes such as removable hard disks, magnetic disks, or optical disks.
可选地，本实施例中的具体示例可以参考上述实施例及可选实施方式中所描述的示例，本实施例在此不再赘述。Optionally, for specific examples in this embodiment, reference may be made to the examples described in the foregoing embodiments and optional implementation manners, and details are not repeated in this embodiment.
显然，本领域的技术人员应该明白，上述的本申请的各模块或各步骤可以用通用的计算装置来实现，它们可以集中在单个的计算装置上，或者分布在多个计算装置所组成的网络上，可选地，它们可以用计算装置可执行的程序代码来实现，从而，可以将它们存储在存储装置中由计算装置来执行，并且在某些情况下，可以以不同于此处的顺序执行所示出或描述的步骤，或者将它们分别制作成各个集成电路模块，或者将它们中的多个模块或步骤制作成单个集成电路模块来实现。这样，本申请不限制于任何特定的硬件和软件结合。Obviously, those skilled in the art should understand that each module or each step of the above-mentioned application can be realized by a general-purpose computing device, and they can be concentrated on a single computing device, or distributed in a network composed of multiple computing devices Alternatively, they may be implemented in program code executable by a computing device so that they may be stored in a storage device to be executed by a computing device, and in some cases in an order different from that shown here The steps shown or described are carried out, or they are separately fabricated into individual integrated circuit modules, or multiple modules or steps among them are fabricated into a single integrated circuit module for implementation. As such, the application is not limited to any specific combination of hardware and software.
以上所述仅是本申请的优选实施方式，应当指出，对于本技术领域的普通技术人员来说，在不脱离本申请原理的前提下，还可以做出若干改进和润饰，这些改进和润饰也应视为本申请的保护范围。The above description is only the preferred embodiment of the present application. It should be pointed out that for those of ordinary skill in the art, without departing from the principle of the present application, some improvements and modifications can also be made. These improvements and modifications are also It should be regarded as the protection scope of this application.
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