中文标题#
面向工业级 CRM 系统中增强 ASR 模型的弱监督技术
英文标题#
Weak Supervision Techniques towards Enhanced ASR Models in Industry-level CRM Systems
中文摘要#
在客户关系管理（CRM）系统的设计中，准确识别客户类型并提供个性化服务是提高客户满意度和忠诚度的关键。 然而，这一过程面临辨别客户声音和意图的挑战，通用的预训练自动语音识别（ASR）模型难以有效解决行业特定的语音识别任务。 为了解决这个问题，我们创新性地提出了一种微调行业特定 ASR 模型的解决方案，显著提高了微调后的 ASR 模型在行业应用中的性能。 实验结果表明，我们的方法显著提升了 ASR 模型在行业 CRM 系统中的关键辅助作用，该方法也已被应用于实际工业场景。
英文摘要#
In the design of customer relationship management (CRM) systems, accurately identifying customer types and offering personalized services are key to enhancing customer satisfaction and loyalty. However, this process faces the challenge of discerning customer voices and intentions, and general pre-trained automatic speech recognition (ASR) models make it difficult to effectively address industry-specific speech recognition tasks. To address this issue, we innovatively proposed a solution for fine-tuning industry-specific ASR models, which significantly improved the performance of the fine-tuned ASR models in industry applications. Experimental results show that our method substantially improves the crucial auxiliary role of the ASR model in industry CRM systems, and this approach has also been adopted in actual industrial applications.
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