医院智能语音客户服务系统的创新研究与应用示范  

Innovation research and application demonstration on hospital intelligent speech customer service system

作　　者：沈崇德[1] 童思木[1] 

机构地区：[1]无锡市中医医院,江苏无锡214001

出　　处：《中国医学装备》2013年第1期71-73,共3页China Medical Equipment

基　　金：无锡市科技发展基金(CSZ00719)"数字化条件下医院‘人性化’服务体系构建的创新研究与应用示范"

摘　　要：借助现代语音信息技术发展的成果进行创新和探索,提高客户服务系统的语音服务能力和水平,让患者获得全新的数字化服务体验,同时降低客户服务系统运行成本。以高度集成的电子病历和医疗信息系统为基础,基于语音识别和语音合成技术,建立具备计算机自动应答、自动事件处理和多信道并发的智能语音客户服务系统。该系统既具备上行语音识别服务功能,又具备下行语音主动服务功能,同时能够识别性别和基于音频指纹技术的客户身份识别,可用于预约诊疗、回诊提示、危急值提醒、满意度调查及客户咨询等服务。该系统具有智能化程度高、服务功能强、服务模式独特及客户体验逼真等特点,在行业内外均具有良好的应用前景。To explore and innovate with the aid of the achievement of modern speech information technology development, in order to improve speech service level and capability on customer service system, to give patients access to new digital service experience, while reducing the operation cost of it. In a highly integrated electronic medical record system and the medical information system as the foundation, based on the speech recognition and speech synthesis technology to set up a concurrent intelligent speech service system with computer automatic answering and automatic event handling. The system has the uplink speech recognition service function, but also have a downlink speech active service function, at the same time can identify gender and client identification based on audio fingerprinting technology , which can be also used for services as making an appointment, recall, remind, panic value warning, satisfaction surveys, and customer advisory. The system with higher intelligent degree, strong service functions, unique service mode, lifelike customer experience, has a good application prospect both inside and outside the industry.

关 键 词：数字化医院 客户服务系统 智能语音系统 语音识别 语音合成 

分 类 号：R197.323[医药卫生—卫生事业管理]