TW202533561A - System, method and computer-readable storage medium for handling telephone marketing speech complaints - Google Patents

Abstract

The present invention provides a method for handling telephone marketing speech complaints, a corresponding system and a corresponding computer-readable storage medium. When an enterprise faces a customer's telephone complaint, the present invention can provide a visualized operation interface for a handler to quickly retrieve recording files, and translate the recording file selected by the handler into a text file using automatic speech recognition (ASR) technology, so that the handler can select a paragraph in the text file, and at the same time, the present invention provides the selected text paragraph to the customer in the form of speech playback and text display. By listening to and reading the contents of the recording files, the purposes of quickly resolving complaint disputes and improving customer service quality can be achieved.

Description

Telemarketing voice customer complaint processing system, method, and computer-readable storage medium

The present invention relates to telemarketing technology, and more particularly to a telemarketing voice customer complaint processing system, method, and computer-readable storage medium.

Among the diverse marketing channels available to businesses today, telephone marketing remains one of the primary sales methods. Telemarketers communicate with customers over the phone to achieve sales goals.

However, with this sales approach, companies often face contract objections and legal disputes raised by customers after the sales process is complete. Therefore, recording the entire sales conversation and the subsequent review process become even more important.

While conventional conferencing systems can play recorded audio files during calls, they require significant installation costs and cannot immediately address customer complaints the first time they arrive. Therefore, they are not the optimal option for businesses weighing cost and benefit.

Therefore, the current common method for handling customer complaints is to play a recording of the previous telesales call using another device (such as a computer) after the call. After the call is played, the recording is then sent to the customer via the handset to clarify the dispute. However, this approach is inconvenient and inefficient.

Alternatively, some technologies rely on external user devices to play recorded audio files, or require the installation of expensive systems to play pre-set recorded audio files. While these approaches can achieve the goal of playing recorded audio files during calls, they fail to quickly and cost-effectively address the aforementioned pain points in handling customer complaints in existing telemarketing systems, leveraging existing enterprise communication systems and without incurring additional installation costs.

To address the aforementioned issues, the present invention provides a method for handling voice customer complaints in telemarketing, comprising: establishing a call between a customer and a handler when a customer calls to receive the customer's voice complaint; providing a list of audio recordings related to the voice complaint; providing an operating interface to display the audio recording list so that the handler can select a target audio recording from the list; utilizing automatic speech recognition to convert the target audio recording into a corresponding text file; displaying the text file in the operating interface so that the handler can select a text segment from the text file; and playing the audio clip corresponding to the text segment in the target audio recording to the customer during the call.

The present invention also provides a computer-readable storage medium that stores instructions. The instructions are read by a processing unit, processor, computer, or server to execute the above-mentioned telemarketing voice customer complaint handling method.

The present invention further provides a telemarketing voice customer complaint handling system comprising: a database for storing information about telemarketing activities and customers, as well as audio recordings of first calls between the customer and the telemarketer during the telemarketing activities; a switch for establishing a second call between the customer and the handler when the customer calls, in order to receive the customer's voice complaint; and an audio recording and listening module for performing the following operations: providing a list of audio recordings related to the voice customer complaint, wherein the audio recording list includes: At least one audio recording of the first call; providing an operation interface to display a list of the audio recordings on the operation interface so that a processing personnel can select a target audio recording from the list; utilizing automatic speech recognition to convert the target audio recording into a corresponding text file; displaying the text file on the operation interface so that the processing personnel can select a text segment from the text file; and playing the audio segment corresponding to the text segment in the target audio recording to the customer during the second call.

This invention provides a system, method, and computer-readable storage medium for handling telemarketing voice customer complaints. When a business utilizes a Voice over Internet Protocol (VoIP) exchange for telemarketing activities and encounters a customer complaint call, the company can quickly retrieve the relevant telemarketing audio recording during the call without the need for additional monitoring systems.

Additionally, through the user interface, customer complaint handlers can select text segments from recorded audio files identified using Automatic Speech Recognition (ASR) technology and then play the selected segments back to the customer during the call. This allows handlers to quickly understand the dispute and resolve it quickly, improving customer service quality.

1: Information receiving module

11: Activity information definition module

12: Outgoing call receiving module

2: VoIP switch

21: Call Module

22: Recording Module

3: Recording and listening module

31: Playback Control Module

32: Virtual Terminal Processing Module

33: Terminal Link Module

4: Database

100: Telemarketing Voice Customer Complaint Processing System

101: Customer Information System

102: PSTN or PLMN

103:ASR System

104: SMS System

105,106:Terminal

107: Recording File

D401~D404, F2~F7, F402~F411: Steps

Figures 1 to 4 are system architecture diagrams of a telemarketing voice customer complaint handling system according to the present invention.

Figures 5 and 6 are flow charts of a method for handling telemarketing voice customer complaints according to the present invention.

To make the objectives, technical solutions, and advantages of the present invention more clearly apparent, the present invention is further described below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described in this specification are intended only to illustrate the present invention and are not intended to limit the present invention.

As shown in Figure 1, the telemarketing voice customer complaint handling system 100 of the present invention includes an information receiving module 1, a Voice over Internet Protocol (VoIP) switch 2, a recording and listening module 3, and a database 4.

Information receiving module 1 is connected to VoIP switch 2 and database 4; VoIP switch 2 is connected to information receiving module 1, audio recording and listening module 3, and database 4; audio recording and listening module 3 is connected to VoIP switch 2 and database 4; database 4 is connected to information receiving module 1, VoIP switch 2, and audio recording and listening module 3.

Through the information receiving module 1 and the VoIP switch 2, the system 100 can record an audio file 107 and store it along with telemarketing activity information. This information allows the audio file to be quickly retrieved and disputed, and ultimately, the audio file can be played back during the call via the audio listening module 3.

As shown in Figure 2, the information receiving module 1 includes an activity information definition module 11 and an outgoing call receiving module 12. The activity information definition module 11 is communicatively connected to the database 4, while the outgoing call receiving module 12 is communicatively connected to the VoIP switch 2 and the database 4.

The campaign information definition module 11 provides an application programming interface (API) for receiving calls from the customer information system 101. When a telesales representative conducts a telesales call, the campaign information definition module 11 receives data related to the telesales call, including campaign information and customer information, from the customer information system 101 through this API and stores this data in the database 4. The campaign information may include the date and name of the telesales call.

The outgoing call receiving module 12 is responsible for transmitting the outgoing call request to the VoIP switch 2 after receiving the outgoing call request.

As shown in Figure 3, VoIP switch 2 includes a call module 21 and a recording module 22. Call module 21 is connected to the public switched telephone network (PSTN) or public land mobile network (PLMN) 102 and is also connected to database 4.

The call module 21 is responsible for making outbound VoIP calls to telemarketing customer phone numbers via the network 102, and is also responsible for establishing a VoIP call between the customer and the complaint handling staff when a customer with a complaint calls in.

The recording module 22 is responsible for recording the call after it is established. After the call ends, it creates a data link between the recording file 107 generated by the call and the activity information and customer information previously stored by the activity information definition module 11. The recording file 107 is then stored in the database 4 for subsequent query and playback.

As shown in Figure 4, the recording and listening module 3 includes a playback control module 31, a virtual terminal processing module 32, and a terminal connection module 33. The virtual terminal processing module 32 is communicatively connected to the playback control module 31 and the terminal connection module 33.

The playback control module 31 is responsible for providing an audio file listening interface. This interface can be a hardware interface, a graphical interface displayed by software, or a web interface. This interface displays a list of audio files 107 related to the customer complaint for selection by the complaint handler.

As described above, database 4 stores the activity and customer information corresponding to each audio recording 107. Therefore, playback control module 31 can display the activity and customer information corresponding to each relevant audio recording 107 in the list within the user interface, assisting complaint handlers in selecting the relevant audio recording 107 in the list that best matches the content of the complaint call. For example, if the complaint call contains the keyword "offer period," and the activity information corresponding to a particular audio recording also contains "offer period" or a synonymous keyword, the complaint handler can select that audio recording. Alternatively, in another embodiment, the playback control module 31 may automatically compare the keywords in the aforementioned reflection content with the corresponding event information and customer information of the recording file, and automatically select the recording file containing the same or synonymous keywords in the event information or customer information.

After the customer complaint handler selects a target audio recording from the list, the playback control module 31 transmits the recording to the external ASR system 103, which uses ASR technology to convert the audio content into a text file and display it on the user interface. Furthermore, the playback control module 31 automatically identifies and marks potentially controversial text within each paragraph of the text file based on pre-classified customer complaint issues, assisting the complaint handler in selecting and listening to the recording corresponding to the controversial paragraph.

The customer complaint handler can select at least one specific paragraph in the text file displayed in the operation interface to play the audio file segment corresponding to the at least one specific paragraph during the call with the customer. To assist the customer complaint handler in selecting the at least one specific paragraph, the playback control module 31 can automatically mark the text segments containing keywords in different colors based on the keywords of the problem reported by the previous customer complaint, so that the customer complaint handler can determine whether to select such text segments. For example, if the problem reported by the customer complaint customer contains the keyword "discount period", and a text segment in the audio file also contains "discount period" or a synonymous keyword, the keyword can be marked in a different color to prompt the customer complaint handler to select the text segment. Alternatively, in another embodiment, the playback control module 31 may automatically compare the keywords in the customer complaint with the text paragraphs in the audio recording and automatically select text paragraphs containing the same or synonymous keywords.

In other words, in one embodiment, the customer complaint handler can determine the appropriate text paragraph based on information obtained during communication with the complaining customer. In another embodiment, the playback control module 31 automatically determines the customer complaint issue and/or prompts the appropriate text paragraph based on information obtained during communication.

After the customer complaint handler selects to play the selected text segment, the playback control module 31 generates file playback information, which includes the name or identifier of the target audio file, the playback start time (i.e., the start time of the target audio file segment corresponding to the text segment selected by the customer complaint handler, or determined by the system based on this information), the playback end time (i.e., the end time of the target audio file segment, or determined by the system based on this information), the customer complaint handler's extension number, and the calling number of the customer who filed the complaint. The playback information is then transmitted to the virtual terminal processing module 32.

If the terminal 105 used by the customer filing a complaint is a mobile phone, the playback control module 31 can send the text file segment selected by the complaint handler and the URL of a webpage that dynamically displays the text file segment to the customer filing a complaint via the external SMS system 104. The webpage can be provided by the playback control module 31, and the webpage can continuously and dynamically display the text file segment newly selected by the complaint handler.

In other words, when the corresponding audio clip of each text segment selected by the complaint handler is played, that text segment will be displayed simultaneously on the webpage. By viewing the audio file content in text form, the customer complaint client will better understand the content of the telemarketing conversation.

After receiving the file playback information, the virtual terminal processing module 32 creates a virtual terminal, which serves as the Session Initiation Protocol (SIP) terminal for playing the recorded audio file during the call. This virtual terminal exists only during the customer complaint processing and disappears immediately after the complaint processing is completed, thus consuming no long-term system resources.

The terminal connection module 33 generates a call route corresponding to the virtual terminal, which includes at least a portion of the file playback information. The terminal connection module 33 then routes the customer's call to the call route, placing the call to the virtual terminal. Once the virtual terminal answers, the call route plays the audio clip corresponding to the text file segment selected by the complaint handler, allowing the customer to hear the audio clip. Simultaneously, the terminal connection module 33 connects the complaint handler's terminal 106 (e.g., a desktop computer or laptop) to the call route, allowing the complaint handler to communicate with the customer to clarify the issue. After the call ends, the terminal connection module 33 clears the call route it created. Simultaneously, the virtual terminal processing module 32 removes the virtual SIP terminal it created, immediately freeing up system resources. This allows for optimal communication to be provided to customers via voice playback and text display, quickly resolving customer disputes and improving customer service quality.

Through ASR technology and the collaboration between various modules, complaint handlers or the system can easily select specific text segments from the text files generated by audio file recognition through the aforementioned user interface. The corresponding audio clip will then be played instantly to the customer filing the complaint during the call, quickly resolving the dispute and improving customer satisfaction.

Each module shown in Figures 1 to 4 can be software or hardware. If hardware, it can be a processing unit, processor, computer, or server with data processing capabilities. If software, it can include instructions executable by a processing unit, processor, computer, or server, and can be installed on the same hardware device or distributed across multiple hardware devices.

Please refer to Figure 5, which is a flow chart of the telemarketing voice customer complaint handling method implemented by the telemarketing voice customer complaint handling system 100 of the present invention.

First, in step F2, when a customer calls to file a complaint, the complaint handler can obtain relevant information about the complaint, such as the date of the telemarketing call and the name of the telemarketing campaign, through the conversation with the customer. In another embodiment, the telemarketing voice complaint handling system 100 of the present invention can automatically obtain relevant information about the complaint based on information collected during the call via the voice system.

In step F3, using the acquired information, the customer complaint handler can search the telemarketing records stored in database 4 via playback control module 31 to retrieve a list of telemarketing recordings related to the current customer complaint. In another embodiment, the aforementioned relevant information can be used to automatically retrieve a list of telemarketing recordings related to the current customer complaint.

In step F4, after searching the list of telemarketing recording files, the recording file listening process will begin.

In step F5, the external ASR system 103 is used to obtain the text file of the recognized telemarketing recording file.

Then, returning to step F4, the complaint handler can select a specific section of the text file to listen to, and the corresponding audio file will be played for the caller. Additionally, based on the complaint topic or the customer's history, potentially controversial text within each section of the text file can be automatically identified and marked to assist the complaint handler in selecting the audio file corresponding to the controversial section (such as the aforementioned specific section).

At the same time, in step F6, the text file section and webpage link URL selected by the complaint handler can also be sent to the customer via SMS.

In step F7, the customer can listen to the audio clip corresponding to the text file paragraph during the call, or read the text file paragraph in a text message or on a web page.

Please refer to Figure 6, which is a detailed flowchart of the audio file listening process in steps F4 to F7 of the method flow shown in Figure 5.

After obtaining a list of telemarketing recordings related to this customer complaint in step F3 of Figure 5, the complaint handler can select a recording from the list in step F402 of Figure 6.

In step F403, the playback control module 31 transmits the recorded audio file to the external ASR system 103 for automatic speech recognition, which converts the recorded audio file into a text file. The text file is then displayed on the user interface of the customer complaint handler.

In step D401, the customer complaint handler can determine whether the text file contains content related to telemarketing disputes based on the conversation with the customer. In another embodiment, the determination of whether a complaint contains content related to telemarketing disputes can be automated based on pre-classified customer complaint issues or the customer's historical records.

If the text file does not contain the content of the dispute, the process returns to step F402. The customer service representative can then select other audio recordings from the list for identification to obtain the corresponding text file, until a recording containing the content of the dispute is found. Conversely, if the text file does contain the content of the dispute, the process proceeds to step F404.

In step F404, after confirming the audio file containing the disputed content and obtaining the text file generated by voice recognition, the customer complaint handler can select at least one text paragraph related to the disputed content from the text file displayed on the user interface. Alternatively, at least one text paragraph related to the disputed content can be automatically selected based on the complaint topic or the customer's historical records.

After selecting a text paragraph, in step D402, the playback control module 31 determines whether the customer called from a mobile number, that is, whether a text message needs to be sent. If the customer called from a mobile number, the process proceeds to step F405; otherwise, the process proceeds to step F407.

In step F405, the selected text paragraph and the webpage URL displaying the text paragraph are sent via SMS to the complaining customer's terminal, such as a mobile phone. The subsequent process is divided into two paths, proceeding to steps F406 and F407 respectively.

In step F406, the customer can read the text in the SMS or open the web link attached to the SMS and read the dynamically displayed text on the web page to understand the content of the dispute and clarify the points of contention.

On the other hand, in step F407, the virtual terminal processing module 32 creates a virtual SIP terminal, which will act as the called terminal in the listening process.

After the virtual terminal is created, in step F408, the terminal connection module 33 generates at least one call route based on the phone number of the virtual terminal. The call route includes at least a portion of the aforementioned file playback information, such as the name or identifier of the recording file, the playback start time, and the playback end time, to specify the recording file and its playback segment to be played.

In step F409, the customer complaint handler can redirect the customer's call to the call route via the terminal connection module 33 to establish a call between the customer and the virtual terminal. Once the call is established, the terminal connection module 33 will, based on the content of the call route, begin playing the audio clip specified in the call route to the customer's terminal 105 during the call between the customer terminal 105 and the virtual terminal, allowing the customer to listen to the audio clip.

In step F410, after the customer begins listening to the recording, the complaint handler's terminal 106 can instantly connect to the call between the customer and the virtual terminal. This allows the complaint handler to listen to a portion of the recording and further discuss and clarify the dispute with the customer.

In step D403, if the audio file segment has finished playing and you need to continue listening to other segments of the same audio file or the content of other audio files, the process proceeds to step D404. Otherwise, the process proceeds to step F411.

In step D404, the customer service representative can choose to select another clip from the same recording or another recording file for playback. If another clip from the same recording file is selected, the process returns to step F404; if another recording file from the recording file list is selected, the process returns to step F402.

Next, the system 100 will repeat the aforementioned process of steps F402 to F410 or steps F404 to F410 to continue providing audio clips for the customer to listen to.

Finally, in step F411, after the customer complaint handler completes the telesales dispute handling process and ends the call, the terminal connection module 33 and virtual terminal processing module 32 respectively remove the call route and virtual terminal data generated by the previous process, restoring the system 100 to its original operating state.

In one embodiment, the present invention provides a computer-readable storage medium, such as a memory, magnetic tape, magnetic disk, or optical disk. The computer-readable storage medium is used to store instructions, and the instructions can be read by a processing unit, processor, computer, or server to execute the aforementioned telemarketing voice customer complaint handling method. In one embodiment, the computer-readable storage medium is a non-transitory computer-readable storage medium.

Compared with other conventional technologies, the technical solution of this invention has the following advantages:

First, this invention allows customer complaint handlers to quickly access audio recordings related to customer complaints and display the content of audio recordings related to telemarketing disputes in text format. This allows complaint handlers to instantly understand the content of the disputed customer complaint, increase their understanding of the disputed incident, and ultimately improve the company's service quality to customers.

Second, this invention can provide customers with an audio recording of their telemarketing dispute during the call. It also provides a text message and displays the text of the recording on a website, allowing customers to understand the content of the call. This allows for quick resolution of the dispute, preventing it from escalating and maintaining a positive corporate image.

Third, this invention allows customers to listen to recordings of telemarketing disputes directly during calls without the need for additional equipment. This not only saves on equipment costs but also eliminates the inconvenience of using additional terminal devices to play recordings, significantly increasing the efficiency of customer complaint handlers.

The above detailed description is a specific illustration of the feasible embodiments of the present invention. However, such embodiments are not intended to limit the patent scope of the present invention. Any equivalent implementation or modification that does not deviate from the technical spirit of the present invention should be included in the patent scope of this case.

In summary, this invention is not only innovative in terms of technical concept, but also possesses the aforementioned multiple functions that are unattainable with traditional technologies. It fully meets the statutory requirements for invention patents, namely, novelty and advancement. Therefore, we have filed an application in accordance with the law and earnestly request that the Department approve this invention patent application to encourage inventions. We are deeply grateful for this.

1: Information receiving module

2: VoIP switch

3: Recording and listening module

4: Database

100: Telemarketing Voice Customer Complaint Processing System

101: Customer Information System

103:ASR System

104: SMS System

105,106:Terminal

107: Recording File

Claims (10)

A method for handling telemarketing voice customer complaints, comprising: When a customer calls, a call is established between the customer and the handling staff to receive the customer's voice complaint; Provide a list of audio recordings related to the voice complaint; Providing an operation interface to display the recording file list in the operation interface so that a processing personnel can select a target recording file from the recording file list; Using automatic speech recognition, the target audio recording file is converted into a corresponding text file; Displaying the text file in the operation interface so that the processing personnel can select a text paragraph in the text file; and During the call, the corresponding voice clip of the text paragraph in the target audio recording is played to the customer. The method for handling telemarketing voice customer complaints as described in claim 1, wherein each recording file in the recording file list includes the content of the customer's conversation with the telemarketer during the telemarketing activity. The method for handling customer complaints related to telemarketing voice calls as described in claim 2, wherein, before the customer calls, the method further comprises: Storing the telemarketing activity, the customer's information, and each recording file in the recording file list in a database; and Create a data link between the telemarketing activity and the customer's information and each recording file. The method for handling customer complaints regarding telemarketing voice calls as described in Request 1 further includes: Create a virtual terminal; Generate a call route corresponding to the virtual terminal; redirecting the customer's call to the call router to call the virtual terminal; and After the virtual terminal answers the call, the voice clip is played to the client via the call route. The method for handling customer complaints regarding telemarketing voice calls as described in Request 4 further includes: The handler's terminal is connected to the call route, allowing the customer and the handler to listen to the voice clip and discuss the disputed content of the voice customer complaint. The method for handling customer complaints regarding telemarketing voice calls as described in Request 1 further includes: If the terminal used by the customer is a mobile phone, a text message is sent to the terminal, wherein the text message includes the text paragraph selected by the processing personnel. The method for handling customer complaints regarding telemarketing voice calls as described in claim 6, wherein the text message reply includes a link to a web page displaying the text paragraph. The method for handling customer complaints regarding telemarketing voice calls as described in Request Item 7 further includes: Whenever the operator selects a text segment in the text file in the user interface, the corresponding audio clip of the text segment in the target audio file is played to the customer during the call, and the text segment is simultaneously displayed on the webpage. A computer-readable storage medium stores instructions that are read by a processing unit, a processor, a computer, or a server to execute the method for handling telemarketing voice customer complaints as described in any one of claims 1 to 8. A telemarketing voice customer complaint handling system, comprising: A database used to store information about telemarketing activities and customers, as well as recordings of the first calls between customers and telemarketers during telemarketing activities; A switch, used to establish a second call between the customer and the call handler when the customer calls, to receive the customer's voice complaint; and The recording and listening module is used to perform the following operations: Providing a list of audio recordings related to the voice customer complaint, wherein the list of audio recordings includes at least one audio recording of the first call; Providing an operation interface to display the recording file list in the operation interface so that a processing personnel can select a target recording file from the recording file list; Using automatic speech recognition, the target audio recording file is converted into a corresponding text file; Displaying the text file in the operation interface so that the processing personnel can select a text paragraph in the text file; and During the second call, the voice clip corresponding to the text paragraph in the target audio recording file is played to the customer.