| 摘要 |
Provided are a customer service call processing method and apparatus. The customer service call processing method comprises: answering a call initiated by a first customer (101); receiving a voice message from the first customer, the voice message comprising a question raised by the first customer (102); conducting semantic analysis on the voice message (103); selecting an answer to the question according to the semantics thereof (104); converting the answer into voice (105); playing the voice to the first customer (106). By analyzing the semantics of the first customer voice message and selecting the answer to the question according to the semantics thereof, the customer can be automatically served, thus improving service efficiency and solving the technical problem of low service efficiency in the prior art. |
