KR-20260065193-A - Method and System for Supporting Voice Consultation using Voice Modulation of Customer and Call Agents

KR20260065193AKR 20260065193 AKR20260065193 AKR 20260065193AKR-20260065193-A

Abstract

A method and system for adjusting counselor and customer voices to assist voice consultation are presented. The counselor and customer voice adjustment system for assisting voice consultation proposed in this invention includes: a module selection unit that provides a function to allow a counselor to actively configure the system or a function to automatically configure the system to operate according to the intensity of the counselor's emotional labor; a module control unit that monitors the intensity of the counselor's emotional labor using customer voice, counselor voice, counselor data, and an artificial intelligence model through an automatic intervention module according to the selection of the module selection unit, and controls the system to operate automatically according to predetermined criteria; a customer voice filter and a counselor voice filter that apply filters to the counselor voice and customer voice by applying a learning model according to the characteristics of the customer and counselor according to the control of the module control unit; a data analysis unit that collects and analyzes data regarding the application results of the customer voice filter and the counselor voice filter; and a visualization interface that visualizes and displays the analysis results of the data analysis unit.

Inventors

이의진
이두리
박혜수

Assignees

한국과학기술원

Dates

Publication Date: 20260508
Application Date: 20241101

Claims (10)

A module selection unit that provides a function to allow the counselor to actively configure the system or a function to automatically configure the system to operate according to the intensity of the counselor's emotional labor; A module control unit that monitors the intensity of an agent's emotional labor using customer voice, agent voice, agent data, and an artificial intelligence model through an automatic intervention module according to the selection of the module selection unit, and controls it to operate automatically according to predetermined criteria; A customer voice filter and a counselor voice filter that apply filters to the counselor voice and customer voice by applying a learning model based on the characteristics of the customer and counselor according to the control of the above module control unit; A data analysis unit that collects and analyzes data on the results of applying the above customer voice filter and agent voice filter; and Visualization interface that visualizes and displays the analysis results of the above-mentioned data analysis unit A voice adjustment system for assisting voice consultation including
In paragraph 1, The above module selection unit is, A personalized settings section that provides a function to enable a counselor to actively set up the system; and An automatic intervention unit that provides a function to automatically configure the system to operate independently of the counselor's will, depending on the intensity of the counselor's emotional labor. A voice adjustment system for assisting voice consultation including
In paragraph 2, The above-mentioned personalization settings unit is, A counselor control unit that provides an interface for a counselor to select a time point before or during a phone consultation and the types of customer voice filters and counselor voice filters; and Recommendation module that recommends filters depending on the situation A voice adjustment system for assisting voice consultation including
In paragraph 1, The above module control unit is, Control to apply filters to the incoming agent voice and customer voice according to the selection of the personalization setting unit of the module selection unit above, or When the automatic intervention unit of the above module selection unit is set to operate, the intensity of the counselor's emotional labor is monitored using customer voice, counselor voice, counselor data, and an artificial intelligence model through the automatic intervention module of the above module control unit, and controlled to operate automatically according to predetermined criteria. Voice adjustment system to assist with voice consultation.
In paragraph 1, The above customer voice filter and agent voice filter are, It applies supervised, unsupervised, and semi-supervised learning models to learn based on counselor data and customer data that include pre-stored counselor tasks and characteristics, and applies filters based on the learning results. Voice adjustment system to assist with voice consultation.
A step of providing a function that allows the counselor to actively configure the system through a module selection unit, or a function that automatically configures the system to operate according to the intensity of the counselor's emotional labor; A step of monitoring the intensity of an agent's emotional labor using customer voice, agent voice, agent data, and an artificial intelligence model through the automatic intervention module of the module control unit according to the selection of the module selection unit, and controlling it to operate automatically according to predetermined criteria; A step of applying filters to the agent's voice and customer's voice by applying a learning model according to the characteristics of the customer and the agent through the customer voice filter and the agent's voice filter, under the control of the module control unit; A step of collecting and analyzing data on the results of applying the customer voice filter and agent voice filter through the data analysis unit; and A step of visualizing and displaying the analysis results of the data analysis unit through a visualization interface. A voice adjustment method for assisting voice consultation including
In paragraph 6, The step of providing a function that allows the counselor to actively set the system through the above-mentioned module selection unit, or a function that automatically sets the system to operate according to the intensity of the counselor's emotional labor, is: A step of providing a function that enables a counselor to actively configure the system through a personalized settings section; and A step of providing a function that automatically configures the system to operate independently of the counselor's will based on the intensity of the counselor's emotional labor through an automatic intervention unit. A voice adjustment method for assisting voice consultation including
In Paragraph 7, The step of providing a function that enables a counselor to actively configure the system through the aforementioned personalization setting unit is: A step of providing an interface for a counselor to select a time point before or during a phone consultation and the types of customer voice filters and counselor voice filters through a counselor control unit; and A step that recommends filters according to the situation through the module recommendation unit. A voice adjustment method for assisting voice consultation including
In paragraph 6, The step of monitoring the intensity of an agent's emotional labor using customer voice, agent voice, agent data, and an artificial intelligence model through the automatic intervention module of the module control unit according to the selection of the module selection unit above, and controlling it to operate automatically according to predetermined criteria, is Control to apply filters to the incoming agent voice and customer voice according to the selection of the personalization setting unit of the module selection unit above, or When the automatic intervention unit of the above module selection unit is set to operate, the intensity of the counselor's emotional labor is monitored using customer voice, counselor voice, counselor data, and an artificial intelligence model through the automatic intervention module of the above module control unit, and controlled to operate automatically according to predetermined criteria. Voice adjustment method to assist voice consultation.
In paragraph 6, The step of applying filters to the agent's voice and customer's voice by applying a learning model according to the characteristics of the customer and the agent under the control of the module control unit through the customer voice filter and the agent's voice filter is: It applies supervised, unsupervised, and semi-supervised learning models to learn based on counselor data and customer data that include pre-stored counselor tasks and characteristics, and applies filters based on the learning results. Voice adjustment method to assist voice consultation.

Description

Method and System for Supporting Voice Consultation using Voice Modulation of Customer and Call Agents The present invention relates to a method and system for adjusting the voices of a counselor and a customer to assist in voice consultation. Companies and public institutions operate customer service centers to address user complaints and resolve issues. A representative type is the call center, and employees may experience significant stress during voice consultations due to customers' verbal abuse, profanity, unclear pronunciation, background noise, emotional intonation, and shouting. Despite experiencing negative emotions due to the negative emotional expression patterns of others and various background noises, counselors are required to express positive emotions; in the process of doing so, they experience emotional dissonance, which also acts as a stressor. Experiencing stress from listening to clients' verbal abuse, and having to suppress their own emotions while performing the emotional expression behaviors required by the institution, they are exposed to the potential for increased depression resulting from repetitive stress. Furthermore, companies may face difficulties in corporate operations and human resource management regarding frequent turnover, issues with employee mental health management, and legal liabilities under the Occupational Safety and Health Act. As related prior art, technologies have been proposed to assist with voice consultation using abusive language from customers or to modulate the pitch of the voice according to a set threshold. FIG. 1 is a diagram showing the configuration of a counselor and customer voice adjustment system for assisting voice consultation according to one embodiment of the present invention. FIG. 2 is a flowchart illustrating a method for adjusting the voices of a counselor and a customer to assist voice counseling according to an embodiment of the present invention. FIG. 3 is a diagram showing the configuration of a voice adjustment system according to one embodiment of the present invention. FIG. 4 is a drawing for explaining an experimental example of an automatic intervention module according to one embodiment of the present invention. Figure 5 is a graph showing the monitoring results of emotional labor intensity according to one embodiment of the present invention. FIG. 6 is a diagram showing the results of an experiment on detection accuracy for high-intensity counseling according to one embodiment of the present invention. Hereinafter, embodiments of the present invention will be described in detail with reference to the attached drawings. FIG. 1 is a diagram showing the configuration of a counselor and customer voice adjustment system for assisting voice consultation according to one embodiment of the present invention. A counselor and customer voice adjustment system for assisting voice consultation according to an embodiment of the present invention includes a module selection unit (110), a module control unit (120), a customer voice filter (130) and a counselor voice filter (140), a data analysis unit (150), and a visualization interface (160). The module selection unit (110) according to an embodiment of the present invention provides a function that allows a counselor to actively set up the system or a function that automatically sets up the system to operate according to the intensity of the counselor's emotional labor. A module selection unit (110) according to an embodiment of the present invention includes an automatic intervention unit (111) and a personalization setting unit (112). The automatic intervention unit (111) according to an embodiment of the present invention provides a function to automatically set the system to operate independently of the counselor's will according to the intensity of the counselor's emotional labor. The personalization setting unit (112) according to an embodiment of the present invention provides a function that allows a counselor to actively set up the system. A personalization setting unit (112) according to an embodiment of the present invention includes a counselor control unit (112a) and a module recommendation unit (112b). A counselor control unit (112a) according to an embodiment of the present invention provides an interface for a counselor to select a time before or during a phone consultation and the types of a customer voice filter and a counselor voice filter. The module recommendation unit (112b) according to an embodiment of the present invention recommends a module that provides an appropriate filter depending on the situation. According to an embodiment of the present invention, emotions are generated differently depending on the situation and context, and automatically modulating phonetic characteristics defined simply as abusive language can lead to unintended results and increase the burden on the individual. Therefore, when introducing a system that modulates customer voice informat