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Patent Searching and Data


Title:
CALL HANDLING METHOD AND APPARATUS, SERVER, STORAGE MEDIUM, AND SYSTEM
Document Type and Number:
WIPO Patent Application WO/2019/201202
Kind Code:
A1
Abstract:
The present invention relates to the field of communications, and provides a call handling method and apparatus, a server, a storage medium, and a system. The method comprises: monitoring the process of handing a call by an artificial intelligence (AI) robot in real time to obtain an interactive text of the call, the interactive text comprising the identification result and answer of a user problem; obtaining a service level value of the call for the AI robot on the basis of the interactive text; and when the service level value meets a first preset condition, interfering the call by means of a target agent device. According to the present invention, the service level of an AI robot is evaluated, and an agent is automatically triggered for interfering when the service level value meets a preset condition. The agent is just for assisting in the process of handing a call by the AI robot. The problem of excessively long duration occupied for directly accepting the call by the agent is solved, thereby ensuring the work efficiency of the agent and the entire service level of a system, and improving the call handling efficiency.

Inventors:
MAO, Guofeng (Huawei Administration Building, BantianLonggang Distric, Shenzhen Guangdong 9, 518129, CN)
CHEN, Rongguo (Huawei Administration Building, BantianLonggang Distric, Shenzhen Guangdong 9, 518129, CN)
Application Number:
CN2019/082667
Publication Date:
October 24, 2019
Filing Date:
April 15, 2019
Export Citation:
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Assignee:
HUAWEI TECHNOLOGIES CO., LTD. (Huawei Administration Building, BantianLonggang Distric, Shenzhen Guangdong 9, 518129, CN)
International Classes:
H04M3/523
Foreign References:
CN107590159A2018-01-16
CN107506372A2017-12-22
CN105592237A2016-05-18
CN105577529A2016-05-11
US20170358296A12017-12-14
US6192057B12001-02-20
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