阅读说明：本技术 一种基于用户情绪映射参数动态自适应的智能督导外呼平台 (Intelligent supervision outbound platform based on dynamic self-adaption of user emotion mapping parameters ) 是由 闻言言 岳成豹 冯曼曼 隽雷 于 2021-07-21 设计创作，主要内容包括：本发明涉及督导外呼平台技术领域,且公开了一种基于用户情绪映射参数动态自适应的智能督导外呼平台,包括芯片,所述芯片的输出端与客服服务评价与分析建议模块的输入端单向信号连接,所述芯片的输入端与客服声音模块的输出端单向信号连接,所述芯片的输出端与文字检索模块的输入端单向信号连接,该智能督导外呼平台,通过芯片将用户声音模块的采用声音内容与客服声音模块的采用声音内容、用户情绪分析的结果与客服情绪分析的结果传递到客服服务评价与分析建议模块的内部,然后客服服务评价与分析建议模块通过以上内容分析出服务质量与改进的建议,通过语音训练模块的使用,便于客服进行模拟训练,增加客服的服务质量与效率。(The invention relates to the technical field of supervising and exhaling platforms, and discloses an intelligent supervising and exhaling platform based on dynamic self-adaptation of user emotion mapping parameters, which comprises a chip, wherein the output end of the chip is connected with a one-way signal at the input end of a customer service evaluation and analysis suggestion module, the input end of the chip is connected with a one-way signal at the output end of a customer service sound module, the output end of the chip is connected with a one-way signal at the input end of a character retrieval module, the intelligent supervising and exhaling platform transmits the adopted sound content of the user sound module and the adopted sound content of the customer service sound module, the result of user emotion analysis and the result of customer service emotion analysis to the interior of the customer service evaluation and analysis suggestion module through the chip, then the customer service evaluation and analysis suggestion module analyzes the service quality and the improved suggestion through the contents, and through the use of a voice training module, the simulation training of the customer service is facilitated, and the service quality and efficiency of the customer service are improved.)

1. The utility model provides an intelligence supervises outbound platform based on user's mood mapping parameter dynamic self-adaptation, includes chip (1), the output of chip (1) and the one-way signal connection of input of customer service evaluation and analysis suggestion module (2), the one-way signal connection of output of the input of chip (1) and customer service sound module (13), its characterized in that: the output end of the chip (1) is connected with the input end one-way signal of the character retrieval module (3), the output end of the character retrieval module (3) is connected with the input end one-way signal of the information center module (4), the output end of the character retrieval module (3) is connected with the input end one-way signal of the display interface (5), the input end of the character retrieval module (3) is connected with the output end one-way signal of the user text conversion module (6), the input end of the user text conversion module (6) is connected with the output moving end one-way signal of the user sound module (7), the output end of the user sound module (7) is connected with the input end one-way signal of the user voice analysis module (9), the output end of the user voice analysis module (9) is connected with the input end one-way signal of the user emotion analysis module (10), the output end of the user emotion analysis module (10) is in one-way signal connection with the input end of the display interface (5), the output end of the customer service sound module (13) is in one-way signal connection with the input end of the customer service speed change module (14), the output end of the customer service sound module (13) is in one-way signal connection with the input end of the customer service sound change module (15), the output end of the customer service sound change module (15) is in one-way signal connection with the input end of the customer service emotion analysis module (16), the output end of the customer service speed change module (14) is in one-way signal connection with the input end of the customer service emotion analysis module (16), the input end of the customer service emotion analysis module (16) is in one-way signal connection with the output end of the face analysis module (19), and the input end of the face analysis module (19) is in one-way signal connection with the output end of the face change module (20), the input end of the face change module (20) is connected with the output end of the camera (21) in a one-way signal mode, the output end of the customer service emotion analysis module (16) is connected with the input end of the chip (1) in a one-way signal mode, and the output end of the customer service emotion analysis module (16) is connected with the input end of the customer service emotion prompt module (18) in a one-way signal mode.

2. The intelligent supervision outbound platform based on dynamic self-adaptation of user emotion mapping parameters of claim 1, characterized in that: the user voice analysis module (9) comprises a user audio analysis module (91), a user sound change module (92), a user speech rate change module (93) and a user breath change module (94).

3. The intelligent supervision outbound platform based on dynamic self-adaptation of user emotion mapping parameters of claim 1, characterized in that: the input end of the user sound module (7) is connected with the output end of the voice training module (8) through one-way signals.

4. The intelligent supervision outbound platform based on dynamic self-adaptation of user emotion mapping parameters of claim 1, characterized in that: the output end of the user emotion analysis module (10) is connected with the input end of the user emotion prompt module (12) through a one-way signal.

5. The intelligent supervision outbound platform based on dynamic self-adaptation of user emotion mapping parameters of claim 1, characterized in that: the output end of the user emotion analysis module (10) is connected with the input end of the first storage module (11) in a one-way signal mode, and the input end of the first storage module (11) is connected with the output end of the user sound module (7) in a one-way signal mode.

6. The intelligent supervision outbound platform based on dynamic self-adaptation of user emotion mapping parameters of claim 1, characterized in that: the output end of the customer service sound module (13) is in one-way signal connection with the input end of the storage module II (17), and the input end of the storage module II (17) is in one-way signal connection with the output end of the customer service emotion analysis module (16).

Technical Field

The invention relates to the technical field of a supervision outbound platform, in particular to an intelligent supervision outbound platform based on dynamic self-adaption of emotion mapping parameters of a user.

Background

The outbound call system is a whole process of marketing, return visit and notification of telephone customer service personnel to customers by using voice communication, the customer service personnel working for hours every day in a call center bear great pressure, various customers and various complaints are faced, meanwhile, the customer service personnel are difficult to avoid emotion fluctuation when complaining, the system does not have the function of generating early warning and prompting aiming at the emotion of the customers, and further certain emotion fluctuation can be generated on the customer service, so that the quality of service and the problem of unsmooth communication are influenced.

Disclosure of Invention

Technical problem to be solved

In order to overcome the defects in the prior art, embodiments of the present invention provide an intelligent supervision and outbound platform based on dynamic self-adaptation of user emotion mapping parameters, and the technical problems to be solved by the present invention are that it is inevitable that a customer complaints will have emotion fluctuation, and that it is not necessary to generate an early warning and a prompt for the emotion of the customer, and further a certain emotion fluctuation may be generated for a customer service, thereby affecting the quality of service and the unsmooth communication.

(II) technical scheme

In order to achieve the purpose, the invention provides the following technical scheme: an intelligent supervision outbound platform based on dynamic self-adaptation of user emotion mapping parameters comprises a chip, wherein the output end of the chip is connected with a one-way signal at the input end of a customer service evaluation and analysis suggestion module, the input end of the chip is connected with a one-way signal at the output end of a customer service sound module, the output end of the chip is connected with a one-way signal at the input end of a character retrieval module, the output end of the character retrieval module is connected with a one-way signal at the input end of an information center module, the output end of the character retrieval module is connected with a one-way signal at the input end of a display interface, the input end of the character retrieval module is connected with a one-way signal at the output end of a user text conversion module, the input end of the user text conversion module is connected with a one-way signal at the output end of a user sound module, and the output end of the user sound module is connected with a one-way signal at the input end of a user voice analysis module, the output end of the user voice analysis module is connected with the input end of the user emotion analysis module in a one-way signal mode, the output end of the user emotion analysis module is connected with the input end of the display interface in a one-way signal mode, the output end of the customer service sound module is connected with the input end of the customer service sound change module in a one-way signal mode, the output end of the customer service sound change module is connected with the input end of the customer service emotion analysis module in a one-way signal mode, the input end of the customer service emotion analysis module is connected with the output end of the face analysis module in a one-way signal mode, and the input end of the face analysis module is connected with the output end of the face change module in a one-way signal mode, the input end of the face change module is in one-way signal connection with the output end of the camera, the output end of the customer service emotion analysis module is in one-way signal connection with the input end of the chip, and the output end of the customer service emotion analysis module is in one-way signal connection with the input end of the customer service emotion prompt module.

By adopting the technical scheme, the voice collected by the user voice module is converted into characters through the user text conversion module to the interior of the character retrieval module, then the character retrieval module is used for retrieving through the information center module and then is transmitted to the upper surface of the display interface for displaying, so that a worker can conveniently check the answer of the problem required by the user and transmit the characters to the interior of the chip, meanwhile, the voice collected by the user voice module is transmitted to the interior of the user emotion analysis module through the analysis of the user voice analysis module, then the voice is transmitted to the upper surface of the display interface for displaying after the analysis of the user emotion analysis module, so that the worker can conveniently check the emotion of the user, and the emotion of customer service is output through the facial analysis module, the customer service speech speed change module, the customer service voice change module and the customer service emotion analysis module, when the emotion of the client fluctuates too much, the customer service emotion prompting module prompts customer service personnel, so that the service quality is improved.

Preferably, the user voice analysis module includes a user audio analysis module, a user voice change module, a user speech rate change module, and a user breath change module.

By adopting the technical scheme, the user audio analysis module, the user sound change module, the user speech rate change module and the user breath change module are used for analyzing, and the purpose of accurately detecting the emotion of the user is further improved.

Preferably, the input end of the user voice module is connected with the output end of the voice training module through a one-way signal.

By adopting the technical scheme, the voice training module is convenient for customer service to carry out simulation training, and the service quality and efficiency of the customer service are improved.

Preferably, the output end of the user emotion analysis module is connected with the input end of the user emotion prompt module through a one-way signal.

By adopting the technical scheme, the emotion analyzed by the user emotion analysis module reminds workers through the user emotion prompt module, and therefore the quality of service is improved.

Preferably, the output end of the user emotion analysis module is in one-way signal connection with the input end of the first storage module, and the input end of the first storage module is in one-way signal connection with the output end of the user voice module.

By adopting the technical scheme, the storage of the first storage module facilitates the personnel to check the call internal recording.

Preferably, the output end of the customer service sound module is in one-way signal connection with the input end of the storage module II, and the input end of the storage module II is in one-way signal connection with the output end of the customer service emotion analysis module.

By adopting the technical scheme, the storage of the storage module II is convenient for personnel to check the call internal recording.

(III) advantageous effects

Compared with the prior art, the invention provides an intelligent supervision outbound platform based on dynamic self-adaption of user emotion mapping parameters, which has the following beneficial effects:

1. the intelligent supervising and calling platform based on the dynamic self-adaption of the user emotion mapping parameters transmits the sound collected by the user voice module to the inside of the user text conversion module to be converted into characters, and then transmits the characters to the inside of the character retrieval module, after the character retrieval module retrieves through the information center module, the character retrieval module transmits the characters to the upper surface of a display interface to be displayed, so that a worker can conveniently check the answer of the problem required by the user, the character retrieval module also transmits the characters to the inside of the chip through the voice content, meanwhile, the sound collected by the user voice module is accurately analyzed through the user audio analysis module, the user voice change module, the user speech speed change module and the user breath change module in the user voice analysis module, and then the analysis result of the user voice analysis module is transmitted to the inside of the user emotion analysis module, then the emotion analysis module of the user analyzes and transmits the result to the display interface for displaying, which is convenient for the staff to check the emotion of the user, and transmits the emotion to the inside of the first storage module for storing, and transmits the result analyzed by the emotion analysis module of the user to the inside of the chip, then the voice of the customer service is transmitted to the inside of the second storage module for storing through the customer service voice module, and also to the inside of the customer service speed change module and the customer service voice change module for analyzing, meanwhile, the camera collects the face of the customer service through the face of the customer service, and transmits the face to the inside of the face analysis module after the analysis of the face change module, then the analysis result of the face analysis module, the analysis result of the customer service speed change module and the analysis result of the customer service voice change module are transmitted to the inside of the customer service emotion analysis module to separate out the emotion of the customer service, when the emotion of the client fluctuates too much, the customer service emotion analysis module prompts the emotion of a customer service worker through the customer service emotion prompt module, so that the quality of service is improved, and meanwhile, the customer service emotion analysis module also stores the analyzed result in the storage module II.

2. The intelligent supervision outbound platform based on the dynamic self-adaption of the user emotion mapping parameters transmits the sound content of the user sound module and the sound content of the customer service sound module, the result of the user emotion analysis and the result of the customer service emotion analysis to the interior of the customer service evaluation and analysis suggestion module through a chip, then the customer service evaluation and analysis suggestion module analyzes the service quality and improved suggestions through the contents, and through the use of the voice training module, the customer service can conveniently carry out simulation training, and the service quality and efficiency of the customer service are improved.

Drawings

FIG. 1 is a schematic flow diagram of the present invention;

FIG. 2 is a schematic diagram of a user speech analysis module according to the present invention.

In the figure: 1-chip, 2-customer service evaluation and analysis suggestion module, 3-character retrieval module, 4-information center module, 5-display interface, 6-user text conversion module, 7-user sound module, 8-voice training module, 9-user voice analysis module, 91-user audio analysis module, 92-user sound change module, 93-user speech rate change module, 94-user respiration change module, 10-user emotion analysis module, 11-storage module I, 12-user emotion prompt module, 13-customer service sound module, 14-customer service speech rate change module, 15-customer service sound change module, 16-customer service emotion analysis module, 17-storage module II, 18-customer service emotion prompt module, 19-face analysis module, 20-face change module and 21-camera.

Detailed Description

The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.

Referring to fig. 1-2, an intelligent supervising and outbound call platform based on dynamic self-adaptation of user emotion mapping parameters comprises a chip 1, wherein an output end of the chip 1 is in one-way signal connection with an input end of a customer service evaluation and analysis suggestion module 2, an input end of the chip 1 is in one-way signal connection with an output end of a customer service sound module 13, an output end of the chip 1 is in one-way signal connection with an input end of a character retrieval module 3, an output end of the character retrieval module 3 is in one-way signal connection with an input end of an information center module 4, an output end of the character retrieval module 3 is in one-way signal connection with an input end of a display interface 5, an input end of the character retrieval module 3 is in one-way signal connection with an output end of a user text conversion module 6, an input end of the user text conversion module 6 is in one-way signal connection with an output moving end of a user sound module 7, an input end of the user sound module 7 is in one-way signal connection with an output end of a voice training module 8, the output end of the user voice module 7 is connected with the input end of the user voice analysis module 9 by a one-way signal, the user voice analysis module 9 internally comprises a user audio analysis module 91, a user voice change module 92, a user speed change module 93 and a user breath change module 94, so as to improve the aim of detecting the emotion of the user, the output end of the user voice analysis module 9 is connected with the input end of the user emotion analysis module 10 by the one-way signal, the output end of the user emotion analysis module 10 is connected with the input end of the display interface 5 by the one-way signal, the output end of the user emotion analysis module 10 is connected with the input end of the user emotion prompt module 12 by the one-way signal, the emotion analyzed by the user emotion analysis module 10 is reminded of the staff by the user emotion prompt module 12, further improving the quality of service, the output end of the user emotion analysis module 10 is in one-way signal connection with the input end of the storage module I11, the input end of the storage module I11 is in one-way signal connection with the output end of the user voice module 7, the output end of the customer service voice module 13 is in one-way signal connection with the input end of the customer service speech speed change module 14, the output end of the customer service voice module 13 is in one-way signal connection with the input end of the customer service speech speed change module 15, the output end of the customer service speech speed change module 13 is in one-way signal connection with the input end of the storage module II 17, the input end of the storage module II 17 is in one-way signal connection with the output end of the customer service emotion analysis module 16, the output end of the customer service speech speed change module 14 is in one-way signal connection with the input end of the customer service emotion analysis module 16, the input end of the customer service emotion analysis module 16 is connected with the output end of the face analysis module 19 by a one-way signal, the input end of the face analysis module 19 is connected with the output end of the face change module 20 by a one-way signal, the input end of the face change module 20 is connected with the output end of the camera 21 by a one-way signal, the output end of the customer service emotion analysis module 16 is connected with the input end of the customer service emotion prompt module 18 by a one-way signal, the intelligent supervising and calling platform based on the dynamic self-adaption of the user emotion mapping parameters is transmitted to the inside of the user text conversion module 6 by the sound transmission of the user sound module 7 to be converted into characters and then transmitted to the inside of the character retrieval module 3, the character retrieval module 3 is transmitted to the upper surface of the display interface 5 to be displayed after the retrieval is completed by the information center module 4, the text retrieval module 3 transmits the text to the inside of the chip 1, the voice collected by the user voice module 7 is accurately analyzed by the user audio analysis module 91, the user voice change module 92, the user speed change module 93 and the user breath change module 94 in the user voice analysis module 9, the result analyzed by the user voice analysis module 9 is transmitted to the inside of the user emotion analysis module 10, the user emotion analysis module 10 is analyzed and then transmitted to the upper surface of the display interface 5 for display, so that the staff can conveniently check the emotion of the user and simultaneously transmit the emotion to the inside of the storage module I11 for storage, the result analyzed by the user emotion analysis module 10 is transmitted to the inside of the chip 1, and then the voice collected by the customer service voice module 13 is transmitted to the inside of the chip 1 and transmitted to the inside of the storage module II 17 for storage, the emotion analysis result is stored in the storage module II 17 by the customer service emotion analysis module 16, the voice content of the user voice module 7 and the voice content of the customer service voice module 13 are analyzed by the chip 1, the emotion of the customer service is prompted by the customer service emotion prompt module 18 by the customer service emotion analysis module 16 when the emotion of the customer fluctuates too much, and the service quality is improved by the customer service emotion analysis module 16, The emotion analysis result of the user and the emotion analysis result of the customer service are transmitted to the interior of the customer service evaluation and analysis suggestion module 2, then the customer service evaluation and analysis suggestion module 2 analyzes the service quality and the improved suggestion through the content, and the voice training module 8 is used, so that the simulation training of the customer service is facilitated, and the service quality and the efficiency of the customer service are improved.

When in use, the sound taken by the user sound module 7 is transmitted to the inside of the storage module I11 for storage and is transmitted to the inside of the user text conversion module 6, then the user text conversion module 6 converts the sound into characters and transmits the characters to the inside of the character retrieval module 3, then the character retrieval module 3 retrieves through the information center module 4, then the character retrieval module 3 transmits the characters to the upper surface of the display interface 5 for display, so that the worker can conveniently check the answer of the user's required question, the character retrieval module 3 also transmits the characters to the inside of the chip 1 according to the sound content, and simultaneously the sound taken by the user sound module 7 is accurately analyzed through the user audio analysis module 91, the user sound change module 92, the user speech speed change module 93 and the user breathing change module 94 in the user voice analysis module 9, then the result analyzed by the user voice analysis module 9 is transmitted to the inside of the user emotion analysis module 10, then the result analyzed by the user emotion analysis module 10 is transmitted to the upper surface of the display interface 5 for display, so that the staff can conveniently check the emotion of the user, and simultaneously the result is transmitted to the inside of the storage module I11 for storage, and the result analyzed by the user emotion analysis module 10 is also transmitted to the inside of the chip 1, then the sound of customer service is transmitted to the inside of the chip 1 through the customer service sound module 13 and is transmitted to the inside of the storage module II 17 for storage, and simultaneously the result is transmitted to the inside of the customer service speech rate change module 14 and the customer service speech rate change module 15 for analysis, and simultaneously the camera 21 collects the face of the customer service and then transmits the face to the inside of the face analysis module 19 through the analysis of the face change module 20, and then the result analyzed by the face analysis module 19 and the customer service speech rate change module 14, The analyzed results of the customer service sound change module 15 are all transmitted to the interior of the customer service emotion analysis module 16 to analyze the emotion of the customer service, when the emotion of the customer fluctuates too much, the emotion of the customer service personnel is prompted by the customer service emotion analysis module 16 through the customer service emotion prompting module 18, the quality of the service is further improved, meanwhile, the analyzed results are stored in the storage module II 17 by the customer service emotion analysis module 16, then the chip 1 transmits the sound content adopted by the user sound module 7 through the sound content and customer service sound module 13, the result of the user emotion analysis and the result of the customer service emotion analysis to the interior of the customer service evaluation and analysis suggestion module 2, and then the customer service evaluation and analysis suggestion module 2 analyzes the service quality and improves suggestions through the contents.

It is noted that, herein, relational terms such as first and second, and the like may be used solely to distinguish one entity or action from another entity or action without necessarily requiring or implying any actual such relationship or order between such entities or actions. Also, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus.

Although embodiments of the present invention have been shown and described, it will be appreciated by those skilled in the art that changes, modifications, substitutions and alterations can be made in these embodiments without departing from the principles and spirit of the invention, the scope of which is defined in the appended claims and their equivalents.