Call processing method and apparatus, server, storage medium, and system
AssigneeHuawei Technologies Co., Ltd.
InventorsGuofeng Mao, Rongguo Chen
Life of this patent
Estimating the term…
Abstract
Example embodiments of this disclosure provide a method, an apparatus, a server, a storage medium, and a system for call processing. The method includes: monitoring, in real time, a call processing process of an artificial intelligence AI robot, to obtain an interaction text of the call, where the interaction text includes a recognition result of a user question and a reply to the user question; obtaining a service level value of the AI robot for the call based on the obtained interaction text; and when the service level value meets a first condition, performing an intervention operation on the call by using a target agent device.
Claims22
A call processing method implemented by a server, comprising:
- monitoring, in real time, a call processing process of an artificial intelligence (AI) robot, to obtain an interaction text of a call, wherein the interaction text comprises a recognition result of a user question and a reply to the user question;
- obtaining a service level value of the AI robot for the call based on the obtained interaction text, the service level value indicating service level of the AI robot;
- determining whether the service level value meets a first condition;
- and
- in response to the determination that the service level value meets the first condition, performing an intervention operation on the call by using a target agent device, wherein the target agent device is a device providing for a human agent to assist the AI robot in call processing,
- wherein the method further comprises:
- obtaining an estimated service evaluation value based on the service level value, a historical service level value, and a historical service evaluation value;
- and
- determining that the service level value meets the first condition in response to the determination that the obtained estimated service evaluation value is less than the historical service estimation value.
A server, comprising at least one processor and a memory,
- the memory stores a computer program, that when executed by the at least one processor, causes the server to perform operations comprising:
- monitoring, in real time, a call processing process of an artificial intelligence (AI) robot, to obtain an interaction text of a call, wherein the interaction text comprises a recognition result of a user question and a reply to the user question;
- obtaining, a service level value of the AI robot for the call based on the obtained interaction text;
- determining whether the service level value meets a first condition;
- and
- in response to the determination that the service level value meets the first condition, performing an intervention operation on the call by using a target agent device, wherein the target agent device is a device providing for a human agent to assist the AI robot in call processing,
- wherein the operations further comprise:
- obtaining an estimated service evaluation value based on the service level value, a historical service level value, and a historical service evaluation value;
- and
- determining that the service level value meets the first condition in response to the determination that the obtained estimated service evaluation value is less than the historical service estimation value.
A call processing system comprising an artificial intelligence (AI) robot, a server, and a target agent device, wherein the AI robot is configured to process a call, and wherein the server is configured to:
- monitor a call processing process of an AI robot in real time;
- obtain an interaction text of the call, wherein the interaction text comprises a recognition result of a user question and a reply to the user question;
- obtain a service level value of the AI robot for the call based on the obtained interaction text, the service level value indicating service level of the AI robot;
- determine whether the service level value meets a first condition;
- and
- in response to the determination that the service level value meets the first condition, perform an intervention operation on the call by using the target agent device, wherein the target agent device is a device providing for a human agent to assist the AI robot in call processing,
- wherein the server is further configured to:
- obtain an estimated service evaluation value based on the service level value, a historical service level value, and a historical service evaluation value;
- and
- determine that the service level value meets the first condition in response to the determination that the obtained estimated service evaluation value is less than the historical service evaluation value.
Dependencies are inferred from the claim text.