公开(公告)号：US20130315385A1

公开(公告)日：2013-11-28

申请号：US13899110

申请日：2013-05-21

Applicant: Huawei Technologies Co., Ltd.

Inventor： Ye Zhao ,  Hongkai Zhou

IPC: H04M3/51

CPC classification number: H04M3/5166 ,  H04M3/4933 ,  H04M2201/40

Abstract: Embodiments of the present invention provide a speech recognition based query method and apparatus, relating to the communication field and capable of increasing the accuracy of speech recognition and improving the working efficiency. The method includes: when determining that a received customer speech is a non-standard speech, forwarding the speech of the customer to an agent to prompt the agent to make a standard speech; extracting a keyword of the received standard speech of the agent; and querying according to the keyword of the standard speech of the agent, and obtaining a query result, so that the agent provides a service for the customer according to the query result. The embodiments of the present invention are applied in a customer service system.

Abstract translation: 本发明的实施例提供了一种基于语音识别的查询方法和装置，涉及通信领域并且能够提高语音识别的精度并提高工作效率。 该方法包括：当确定接收到的客户语音是非标准语音时，将客户的语音转发给代理以提示代理进行标准语音; 提取代理人接收的标准语音的关键字; 并根据代理的标准语音的关键字进行查询，并获得查询结果，以便代理根据查询结果为客户提供服务。 本发明的实施例应用于客户服务系统中。