Title:
METHOD AND APPARATUS FOR PROCESSING HOTLINE SERVICE BY COMBINING RPA WITH AI, AND ELECTRONIC DEVICE
Document Type and Number:
WIPO Patent Application WO/2023/137866
Kind Code:
A1
Abstract:
The present disclosure relates to a method and apparatus for processing a hotline service by combining RPA with AI, and an electronic device. The method comprises: in response to a service hotline being answered, acquiring dialogue speech between an answering party and a calling party; on the basis of automatic speech recognition (ASR) technology, performing speech recognition on the dialogue speech, so as to acquire first text corresponding to the calling party and second text corresponding to the answering party; on the basis of natural language processing (NLP) technology, parsing the first text and the second text, so as to acquire target key information from the dialogue speech; according to the target key information, acquiring corresponding target service knowledge and presenting same; and in response to the service hotline being hung up, inputting the first text, the second text, the target key information and the target service knowledge into a hotline service system. By means of combining RPA with AI, target service knowledge is acquired and presented, reference is provided for an answering party to process a service in real time, thereby improving the quality and efficiency of service handling; and service data does not need to be manually input, thereby reducing the labor cost.
Inventors:
JIAO DONG (CN)
Application Number:
PCT/CN2022/083447
Publication Date:
July 27, 2023
Filing Date:
March 28, 2022
Export Citation:
Assignee:
LAIYE TECH BEIJING CO LTD (CN)
International Classes:
G06F16/332; G06Q10/10; G06Q30/00; G10L15/26
Foreign References:
| CN111147676A | 2020-05-12 | |||
| CN112702472A | 2021-04-23 | |||
| CN112259090A | 2021-01-22 | |||
| US20200382634A1 | 2020-12-03 |
Attorney, Agent or Firm:
TSINGYIHUA INTELLECTUAL PROPERTY LLC (CN)
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