Title:
CALL CONTROL METHOD AND APPARATUS, COMPUTER DEVICE, AND STORAGE MEDIUM
Document Type and Number:
WIPO Patent Application WO/2021/218086
Kind Code:
A1
Abstract:
A call control method and apparatus (100), a computer device (500), and a storage medium (503). The method comprises: recording, by means of an incoming call module, the natural language data of a user acquired by an agent terminal (10), and converting the natural language data of the user into corresponding text data (S101); performing word segmentation on the text data to obtain a word segmentation result (S102); using a word in the word segmentation result as an input, and training the word segmentation result of the text data to obtain a word segmentation training result (S103); inputting the word segmentation training result into a pre-trained neural network model for natural language classification, so as to obtain a classification result for the natural language data (S104); and determining a user intention according to the classification result, and determining, by means of the determined user intention, whether to use an outgoing call module to perform a call operation on the user (S105). On the basis of a natural language processing technique in artificial intelligence, the intention of an incoming call of a user can be quickly recognized to help enterprises to improve the customer service quality, thereby improving the customer satisfaction.
Inventors:
LUO JINXIONG (CN)
HU HONGWEI (CN)
MA JUN (CN)
WANG SHAOJUN (CN)
HU HONGWEI (CN)
MA JUN (CN)
WANG SHAOJUN (CN)
Application Number:
PCT/CN2020/125064
Publication Date:
November 04, 2021
Filing Date:
October 30, 2020
Export Citation:
Assignee:
PING AN TECH SHENZHEN CO LTD (CN)
International Classes:
G06F40/289; G10L15/22; G06K9/62; G06N3/04; G06N3/08; G06N20/00; G10L15/06; G10L15/16; H04M3/51
Domestic Patent References:
| WO2019132135A1 | 2019-07-04 |
Foreign References:
| CN111681653A | 2020-09-18 | |||
| CN110853649A | 2020-02-28 | |||
| CN110046221A | 2019-07-23 | |||
| CN109840276A | 2019-06-04 | |||
| CN105681609A | 2016-06-15 |
Attorney, Agent or Firm:
SHENZHEN TALENT PATENT SERVICE (CN)
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