基于AI技术的电话外呼系统人机协同判定方法及系统
本发明提出了一种基于AI的电话外呼人机协同判定方法及系统,所述方法包括:获取文本、音频情绪与客户画像等多模态数据;以文本为查询、情绪与画像为键值,通过轻量交叉注意力融合并池化得融合特征;构建非循环状态池,以时间衰减聚合历史状态,与当前特征拼接形成状态增强表示;将该表示输入轻量评分模块,联合预测转人工概率与动态阈值,依据二者比较结果判定是否转人工。本方法低时延、判定准确率高,能随业务反馈持续优化,提升服务体验与资源利用率。
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