中文标题#
面向工業級 CRM 系統中增強 ASR 模型的弱監督技術
英文标题#
Weak Supervision Techniques towards Enhanced ASR Models in Industry-level CRM Systems
中文摘要#
在客戶關係管理（CRM）系統的設計中，準確識別客戶類型並提供個性化服務是提高客戶滿意度和忠誠度的關鍵。 然而，這一過程面臨辨別客戶聲音和意圖的挑戰，通用的預訓練自動語音識別（ASR）模型難以有效解決行業特定的語音識別任務。 為了解決這個問題，我們創新性地提出了一種微調行業特定 ASR 模型的解決方案，顯著提高了微調後的 ASR 模型在行業應用中的性能。 實驗結果表明，我們的方法顯著提升了 ASR 模型在行業 CRM 系統中的關鍵輔助作用，該方法也已被應用於實際工業場景。
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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