Title:
SERVICE PROCESSING METHOD, APPARATUS AND DEVICE BASED ON EMOTION ANALYSIS, AND STORAGE MEDIUM
Document Type and Number:
WIPO Patent Application WO/2020/253362
Kind Code:
A1
Abstract:
Disclosed are a service processing method, apparatus and device based on emotion analysis, and a storage medium. The method comprises: when a service handling request sent by a terminal is received, acquiring target speech information of a target user, converting the target speech information into corresponding text information, and determining an emotion category of the target user on the basis of a preset emotion recognition model, the target speech information and the text information (S10); on the basis of the text information and the emotion category, determining a service processing flow and target service verbal skill corresponding to the target user (S20); and broadcasting the target service verbal skill, and according to the service processing flow, guiding the target user to complete a corresponding target service (S30). An emotion category of a user is determined according to speech information of the user, the corresponding service processing flow and target service verbal skill are then determined, and the target user is then guided to complete the corresponding target service, thus improving the service handling efficiency and improving the user experience.
Inventors:
CHEN JUAN (CN)
FU JING (CN)
HUANG YIDING (CN)
ZHANG LU (CN)
QIAN NILI (CN)
FU JING (CN)
HUANG YIDING (CN)
ZHANG LU (CN)
QIAN NILI (CN)
Application Number:
PCT/CN2020/086161
Publication Date:
December 24, 2020
Filing Date:
April 22, 2020
Export Citation:
Assignee:
ONE CONNECT SMART TECH CO LTD SHENZHEN (CN)
International Classes:
G10L25/63; G10L15/26
Foreign References:
| CN110379445A | 2019-10-25 | |||
| CN109815494A | 2019-05-28 | |||
| CN102802114A | 2012-11-28 | |||
| CN109767791A | 2019-05-17 | |||
| CN105895101A | 2016-08-24 | |||
| US20080096533A1 | 2008-04-24 |
Attorney, Agent or Firm:
CENFO INTELLECTUAL PROPERTY AGENCY (CN)
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