CN109672794A - A kind of outer paging system of intelligent sound - Google Patents
A kind of outer paging system of intelligent sound Download PDFInfo
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- CN109672794A CN109672794A CN201811468878.2A CN201811468878A CN109672794A CN 109672794 A CN109672794 A CN 109672794A CN 201811468878 A CN201811468878 A CN 201811468878A CN 109672794 A CN109672794 A CN 109672794A
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- Prior art keywords
- client
- intelligent sound
- label
- paging system
- user
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Classifications
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/08—Speech classification or search
- G10L15/18—Speech classification or search using natural language modelling
- G10L15/1822—Parsing for meaning understanding
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/22—Procedures used during a speech recognition process, e.g. man-machine dialogue
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/42221—Conversation recording systems
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/46—Arrangements for calling a number of substations in a predetermined sequence until an answer is obtained
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
Abstract
The invention belongs to intelligent sound technical fields, more particularly, to paging system outside a kind of intelligent sound, comprising the following steps: S1, data are extracted: extracting client from the data storage library of cloud；Voice outgoing call: the client of extraction is carried out outgoing call in sequence by S2；S3, speech exchange: after voice connection, settable reply content；S5 turns artificial or short message: being transferred to operator attendance according to client's intention；S6, client classify automatically: classifying according to client's label and semantic label to client；Editing component: utilization rate higher process module is compiled as component, S8, visual edit: branch shows with graphics logic by S7.Advantage is: the present invention can be when system carries out intelligent sound outgoing call automatically, it is serviced according to client's label and semantic label for customer service and manual service can be switched seamlessly to, in order to better meet the demand of client, it can classify simultaneously to the client of call, be operated with convenient for subsequent dial with backstage personnel.
Description
Technical field
The invention belongs to intelligent sound technical fields, more particularly, to paging system outside a kind of intelligent sound.
Background technique
Intelligent sound, i.e. intelligent sound technology, be realize man-machine language communication, including speech recognition technology (ASR) and
Speech synthesis technique (TTS), the research of intelligent sound technology are using speech recognition technology as the beginning, with the hair of information technology
Exhibition, intelligent sound technology have become people's acquisition of information and link up most convenient, most effective means.
But traditional intelligent sound platform be typically only capable to enough programs according to the data and setting that are stored in database come pair
Customer service is serviced, and can not solve the problems, such as it is that client then needs artificially to dial flat to manual service for customer service when intelligent sound
Platform so that communicative channel is not smooth enough and needs to waste the more time, and its degree of intelligence is lower can not be according to client's
Intention carries out corresponding differentiation, and being unfavorable for client has a good service experience, lack subsequent inducing ability, be not easy to
Backstage personnel operate with.
For this purpose, it is proposed that a kind of intelligent sound outer paging system solves the above problems.
Summary of the invention
Regarding the issue above, the present invention provides one kind can be forwarded to artificial language service according to customer demand simultaneously
Carry out the outer calling platform of intelligent sound of data analysis and record.
In order to achieve the above objectives, present invention employs following technical proposals: a kind of outer paging system of intelligent sound, including following
Step:
S1, data are extracted: being extracted client from the data storage library of cloud, and carried out to the client in the data storage library of cloud automatic
Arrangement；
S2, voice outgoing call: carrying out outgoing call in sequence for the client of extraction, downstream entered if outgoing call is successfully answered,
It carries out carrying out outgoing call operation to next client of sequence if outgoing call no response；
S3, speech exchange: after voice connection, general preposition node is big library, settable reply aiming at the problem that topic scene
Content is one section of universal standard answer, while can also enter branch's scene by the way that preposition node is arranged, and is talked about for preposition node
Topic carries out complicated more wheel exchanges, then can trigger when exchange is interrupted and interrupts Backward Function to keep call complete；
S4, voice semantics recognition: robot use voice semantics recognition technology, by communication process with the conversation content of client into
Row is identified and is recorded；
S5, turn artificial or short message: instant analysis client intention in call sends the short message of client's concern according to client's intention
Be transferred to operator attendance；
S6, client classify automatically: classifying according to client's label and semantic label to client；
S7, editing component: after talk-through, being compiled as component for the higher process module of utilization rate, and it is logical that voice can be improved
The efficiency of words.
S8, visual edit: corpus edit page lists a variety of possibilities of client's answer, using tree structure, to scheme
Shape logic branch shows.
Outside a kind of above-mentioned intelligent sound in paging system, one of preposition settable type of node is to repeat in the S3,
Automatically the corpus that a program setting is transferred after triggering is transferred in dialogue at any time by the way that general corpus and preposition node is arranged
Information, dialogue will continue to return among main words art flow logic after completing, and continue to complete dialogue.
Outside a kind of above-mentioned intelligent sound in paging system, robot proposes a problem, system to user in the S3
Logic judgment is carried out by the answer of user and provides different responses, or is directed toward different sub-processes, and logic judgment can be multiple
Setting, it is all linked with one another.
Outside a kind of above-mentioned intelligent sound in paging system, pass through the foundation of corpus process in the S3, to determine mainstream
The hierarchical relationship of journey and each branch's sub-process, conversational mode and the question and answer sequence of planning robot.
Outside a kind of above-mentioned intelligent sound in paging system, when system can not detect the sound of user in the S3, then
Data back to system are sky, trigger timeout feature, output statement and the reply for waiting user, are continued if user replys pair
Words, unidentified process is triggered if not replying robot, user is allowed to repeat problem, when triggering interrupts Backward Function,
Robot can complete after answering the problem of interrupting, be automatically retracted back into one be interrupted if node continue to introduce.
Outside a kind of above-mentioned intelligent sound in paging system, it can will be triggered by setting using rule in the S6
Above " having intention " or other kinds of tag are referred to this user tag and classify several times.
Outside a kind of above-mentioned intelligent sound in paging system, client's label is for integrally dividing client in the S6
Class, semantic label are the information extracted in client's dialogue, and the content of client's concern is carried out tagging management, allows platform management person
Different clients content of interest is recognized according to label.
Outside a kind of above-mentioned intelligent sound in paging system, the S7 stamps client's label according to transcription client, right
Client classifies, and allows the salesman of secondary return visit that the demand to user can be accurately positioned by label.
It, can be by the foundation of corpus process, to determine main flow and each when carrying out speech exchange with user in the present invention
The hierarchical relationship of a branch's sub-process, conversational mode and the question and answer sequence of planning robot and Jie for interrupting exhalation side according to demand
It continues, increases the good opinion that client receives calls, communication interaction is more friendly, and simultaneously can be according to customer demand difference seamless transfer people
Work clothes business, in order to better meet the demand of client, while can classify to the client of call after outgoing call, be convenient for
Subsequent dial operates with backstage personnel.
Detailed description of the invention
Fig. 1 is a kind of flow diagram of the outer paging system of intelligent sound provided by the invention.
Specific embodiment
Following embodiment only exists in illustrative purpose, limits the scope of the invention without being intended to.
Embodiment
As shown in Figure 1, a kind of outer paging system of intelligent sound, comprising the following steps:
S1, data are extracted: being extracted client from the data storage library of cloud, and carried out to the client in the data storage library of cloud automatic
Arrangement；
S2, voice outgoing call: carrying out outgoing call in sequence for the client of extraction, downstream entered if outgoing call is successfully answered,
It carries out carrying out outgoing call operation to next client of sequence if outgoing call no response；
S3, speech exchange: after voice connection, general preposition node is big library, settable reply aiming at the problem that topic scene
Content is one section of universal standard answer, and one of preposition settable type of node transfers a journey to repeat automatically in S3 after triggering
The corpus of sequence setting, by the way that general corpus and preposition node is arranged, the gathering information at any time in dialogue, dialogue can be after after completing
It is continuous to return among main words art flow logic, dialogue is continued to complete, while branch's scene can also be entered by the way that preposition node is arranged,
Complicated more wheel exchanges are carried out for preposition node topic, robot proposes that a problem, system pass through user's to user in S3
It answers progress logic judgment and provides different responses, or be directed toward different sub-processes, logic judgment can be with multiple settings, ring ring phase
Button then can trigger when exchange is interrupted and interrupt Backward Function to keep call complete, to determine main flow and each branch
The hierarchical relationship of process passes through the foundation of corpus process, conversational mode and the question and answer sequence of planning robot, when triggering is beaten in S3
When disconnected Backward Function, robot can be completed after answering the problem of interrupting, be automatically retracted back into one be interrupted if node
Continue to introduce, when system can not detect the sound of user in S3, then back to the data of system to be empty, triggering timeout feature,
Output statement and the reply for waiting user continue to talk with, if not replying robot on-hook if user replys；
S4, voice semantics recognition: robot use voice semantics recognition technology, by communication process with the conversation content of client into
Row identifies and records that detailed process is that speech recognition is recycled text to carry out semantic matches, then matched at text
Setting process, robot can preset answer in feedback process, preset that answer be voice recorded audio at present, record client's sound
Sound, and transcription is shown in backstage at text, according to transcription client, stamps client's label, classifies to client；
S5, turn artificial or short message: instant analysis client intention in call sends the short message of client's concern according to client's intention
Be transferred to operator attendance；
S6, client classify automatically: classifying according to client's label and semantic label to client.In S6 client's label for pair
Client integrally classifies, and semantic label is the information extracted in client's dialogue, and the content of client's concern is carried out labeling pipe
Reason, allows platform management person to recognize different clients content of interest according to label；
S7, editing component: after talk-through, being compiled as component for the higher process module of utilization rate, and it is logical that voice can be improved
The efficiency of words stamps client's label, classifies to client according to transcription client, extracts valuable in client's dialogue
Information allows the salesman of secondary return visit that the demand to user can be accurately positioned by label.
S8, visual edit: corpus edit page lists a variety of possibilities of client's answer, using tree structure, to scheme
Shape logic branch shows, and distinguishes different branch's processes convenient for corpus editor, traditional form data structure has been abandoned, using figure
Graphic data structure can arbitrarily draw corpus module, easily and fast establish the connection between corpus.
Multiple logic judgment module can be by the foundation of corpus process, to determine main flow and each branch in the present invention
The hierarchical relationship of process, conversational mode and the question and answer sequence of planning robot, either main flow or sub-process can all pass through
Logic judgment is arranged the trend of next step process, interrupting rollback module and can be connected to intelligent sound in user in control module
When electric, may often there are some problems in the process of dialogue, need to interrupt the introduction of exhalation side, link up just so more
True efficiently this also increases the good opinion that client receives calls, and it is more friendly to link up interaction, at this time when trigger interrupt interaction after,
The function of then triggering another rollback can be automatically retracted back into one after when intelligent sound has answered User break the problem of
Node if sentence is interrupted continues to introduce, so that any one dialog procedure for needing to introduce or inquire will not be omitted,
Client is not available intelligent sound come when solving relevant issues, control module will be so that client's seamless transfer to manual service be put down
Platform, artificial customer service can carry out answering communication by manual telephone system, while can check or carry out relevant operation by display,
In order to better services client, after talk-through, the higher process module of utilization rate is compiled as component, volume can be improved
The efficiency of process is collected, while during operator edits robot sentence process, image viewing can be passed through
Mode operated, carry out editor's adjustment convenient for operator is more intuitive, facilitate its use.
The foregoing is only a preferred embodiment of the present invention, but scope of protection of the present invention is not limited thereto,
Anyone skilled in the art in the technical scope disclosed by the present invention, according to the technique and scheme of the present invention and its
Inventive concept is subject to equivalent substitution or change, should be covered by the protection scope of the present invention.
Claims (8)
1. a kind of outer paging system of intelligent sound, which comprises the following steps:
S1, data are extracted: being extracted client from the data storage library of cloud, and carried out to the client in the data storage library of cloud automatic
Arrangement；
S2, voice outgoing call: carrying out outgoing call in sequence for the client of extraction, downstream entered if outgoing call is successfully answered,
It carries out carrying out outgoing call operation to next client of sequence if outgoing call no response；
S3, speech exchange: after voice connection, general preposition node is big library, settable reply aiming at the problem that topic scene
Content is one section of universal standard answer, while can also enter branch's scene by the way that preposition node is arranged, and is talked about for preposition node
Topic carries out complicated more wheel exchanges, then can trigger when exchange is interrupted and interrupts Backward Function to keep call complete；
S4, voice semantics recognition: robot use voice semantics recognition technology, by communication process with the conversation content of client into
Row is identified and is recorded；
S5, turn artificial or short message: instant analysis client intention in call sends the short message of client's concern according to client's intention
Be transferred to operator attendance；
S6, client classify automatically: classifying according to client's label and semantic label to client；
S7, editing component: after talk-through, being compiled as component for the higher process module of utilization rate, and it is logical that voice can be improved
The efficiency of words.
S8, visual edit: a variety of possibilities that corpus edit page lists client's answer are patrolled using tree structure with figure
Branch is collected to show.
2. a kind of outer paging system of intelligent sound according to claim 1, which is characterized in that preposition node can be set in the S3
One of type is set to repeat, transfers the corpus of a program setting after triggering automatically, by the way that general corpus and preposition node is arranged,
Gathering information, dialogue will continue to return among main words art flow logic after completing at any time in dialogue, continue to complete dialogue.
3. a kind of outer paging system of intelligent sound according to claim 1, which is characterized in that robot is to user in the S3
Iing is proposed a problem, system carries out logic judgment by the answer of user and provides different responses, or is directed toward different sub-processes,
Logic judgment can be all linked with one another with multiple settings.
4. a kind of outer paging system of intelligent sound according to claim 1, which is characterized in that pass through corpus process in the S3
Foundation, to determine the hierarchical relationship of main flow and each branch's sub-process, conversational mode and the question and answer sequence of planning robot,
When triggering interrupts Backward Function, robot can complete after answering the problem of interrupting, and be automatically retracted back into one and be interrupted
The node of words continues to introduce.
5. a kind of outer paging system of intelligent sound according to claim 1, which is characterized in that when system can not be examined in the S3
The sound of user is measured, then is sky back to the data of system, triggers timeout feature, output statement and the reply for waiting user,
Continue to talk with if user replys, if not replying robot triggers unidentified process, user is allowed to repeat problem.
6. a kind of outer paging system of intelligent sound according to claim 1, which is characterized in that setting can be passed through in the S6
Using rule, triggering above several times " having intention " or other kinds of tag are referred to this user tag and carried out
Classification.
7. a kind of outer paging system of intelligent sound according to claim 1, which is characterized in that client's label is used in the S6
Integrally classify to client, semantic label is the information extracted in client's dialogue, and the content of client's concern is carried out labeling
Management, allows platform management person to recognize different clients content of interest according to label.
8. a kind of outer paging system of intelligent sound according to claim 1, which is characterized in that the S7 is according to transcription client's
Words, stamp client's label, classify to client, and the salesman of secondary return visit can be accurately positioned by label and arrives user's
Demand.
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| CN110233946A (en) * | 2019-06-17 | 2019-09-13 | 三角兽（北京）科技有限公司 | Execute outbound call service method, electronic equipment and computer readable storage medium |
| CN110351443A (en) * | 2019-06-17 | 2019-10-18 | 深圳壹账通智能科技有限公司 | Intelligent outgoing call processing method, device, computer equipment and storage medium |
| CN110458599A (en) * | 2019-07-05 | 2019-11-15 | 深圳壹账通智能科技有限公司 | Test method, test device and Related product |
| CN110489537A (en) * | 2019-08-23 | 2019-11-22 | 百可录(北京)科技有限公司 | A method of the human-computer interaction logic engine for artificial intelligence field |
| CN110689369A (en) * | 2019-08-30 | 2020-01-14 | 深圳壹账通智能科技有限公司 | Intelligent call method and device, computer equipment and readable storage medium |
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| CN111246025A (en) * | 2020-02-27 | 2020-06-05 | 大连即时智能科技有限公司 | Man-machine mixed arrangement customer service method and system |
| CN111312242A (en) * | 2020-02-13 | 2020-06-19 | 上海凯岸信息科技有限公司 | Intelligent voice robot scheme capable of interrupting intention without influencing dialogue management |
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| CN114040056A (en) * | 2021-11-09 | 2022-02-11 | 上海浦东发展银行股份有限公司 | Method, device and storage medium for automatically checking user information |
| CN114205467A (en) * | 2021-12-09 | 2022-03-18 | 广西电网有限责任公司 | Intelligent outbound system for power grid customer service work order and use method |
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Application publication date: 20190423 |