Man-machine cooperation telephone customer service method and system

The invention discloses a man-machine cooperation telephone customer service system. The system comprises a voice robot, a manual service agent group, an incoming call answering device, a telephone call-out device and a record storage device. The voice robot is used for dialogue interaction processing of basic service content with a client and comprises an intention recognition unit, a voice recognition unit, a voice synthesis unit and a dialogue management unit. The incoming call answering device is used for getting through an incoming call of a client and forwarding the incoming call to thevoice robot or the manual service agent group. The telephone call-out device creates a call-out task, different call-out units are selected for dialing operation according to different types of call-out tasks, and the call-out units comprise a predictive call-out unit and a preview call-out unit. In addition, the invention also discloses a man-machine cooperation telephone customer service method.By the adoption of the te