CN111131638A - Intelligent outbound voice robot system and outbound method - Google Patents
Intelligent outbound voice robot system and outbound method Download PDFInfo
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- CN111131638A CN111131638A CN201911322876.7A CN201911322876A CN111131638A CN 111131638 A CN111131638 A CN 111131638A CN 201911322876 A CN201911322876 A CN 201911322876A CN 111131638 A CN111131638 A CN 111131638A
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- outbound
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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
- H04M3/50—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
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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
- G10L13/00—Speech synthesis; Text to speech systems
- G10L13/08—Text analysis or generation of parameters for speech synthesis out of text, e.g. grapheme to phoneme translation, prosody generation or stress or intonation determination
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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
- G10L15/26—Speech to text systems
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/1066—Session management
- H04L65/1101—Session protocols
- H04L65/1104—Session initiation protocol [SIP]
Abstract
The invention discloses an intelligent outbound voice robot system, which comprises a soft switch platform and an outbound system connected with the soft switch platform, wherein the soft switch platform comprises a media server Freeswitch, a registration server OpenSIPS, an AI connector and a TTS module which are connected with the media server Freeswitch, and an IVR engine module and a VXML flow module which are sequentially connected with the media server Freeswitch; the AI connector is also connected with a natural voice processing module and the voice recognition module and other technical characteristics; the outbound system is connected with the Freeswitch in a one-to-one mode through the outbound service, and the Freeswitch service corresponding to the outbound system is obtained through a resource allocation mode, so that the outbound platform has the transverse expansion capability, and the service access capability is improved.
Description
Technical Field
The invention belongs to the field of outbound robots, and particularly relates to an intelligent outbound voice robot system and an outbound method.
Background
With the rapid development of communication technology, the automatic outbound service is widely used in various fields: in the education and training industry, the relevant course information can be quickly and effectively spread to the client by utilizing the automatic outbound call; in the financial industry, the automatic outbound can be used for scenes such as telephone collection urging, payment reminding, banking business outbound and the like. The automatic outbound call refers to the automatic outbound call of a customer, recorded voice is played to the customer, information reminding, confirmation and interactive operation are completed by a machine instead of manual work, and the automatic outbound call can be planned and purposefully outbound to the customer by analyzing historical data, so that the condition, suggestion and requirement of the customer are effectively known.
In the practical application of the automatic outbound technology, in order to improve the working efficiency of the seat and reduce the labor cost of the seat, chinese patent CN109636302A discloses an outbound rule configuration method, an outbound method, a device and a communication device, which classifies the customers by configuring customer labels to realize targeted outbound to the customers, and chinese patent CN107864300A discloses an outbound method and a system, which adopts a preset automatic outbound rule mode to decide whether an outbound list is issued to a telephone platform or transferred to the seat for processing by judging whether the outbound list conforms to the automatic outbound rule.
The automatic outbound technology mainly analyzes and compares the acquired outbound data to realize the initiation of the outbound action, but the existing automatic outbound technology still has the following defects: the media server Freeswitch is typically a single unit that can carry a limited amount of outbound calls.
Disclosure of Invention
The invention provides an intelligent outbound voice robot system and an outbound method for solving the technical problems, and the outbound efficiency is greatly improved.
In order to achieve the purpose, the technical scheme adopted by the invention is as follows:
the first technical scheme is as follows:
an intelligent outbound voice robot system comprises a soft switch platform and an outbound system connected with the soft switch platform, wherein the soft switch platform comprises a media server Freeswitch, a registration server OpenSIPS connected with the media server Freeswitch through an SIP protocol, an AI connector and a TTS module respectively connected with the media server Freeswitch through an MRCP protocol, and an IVR engine module and a VXML flow module sequentially connected with the media server Freeswitch; the AI connector is communicated with the NLP module through an http protocol and is connected with the ASR module through an MRCP protocol; the registration server OpenSIPS is connected with the SBC through an SIP protocol, and the SBC is connected with the PSIT; the outbound system comprises a Conf server connected with the registration server OpenSIPS through an http protocol, and the Conf server is also connected with the media server FreeSwitch through the http protocol;
the PSTN is a public switched telephone network and is used for sending a calling task to a client number mobile phone and dialing the client number mobile phone;
the SBC: the conversion of the SIP protocol is carried out;
the Conf server: for configuring outbound tasks;
the registration server OpenSIPS: the system comprises a server, a server and a server, wherein the server is used for receiving the registration of terminals, processing interactive control signaling and coordinating session connection between the terminals;
the media server Freeswitch: as switch engines, PBXs, multimedia gateways, multimedia servers, etc.;
the NLP module: processing the intention of the user after natural language recognition;
the ASR module: for converting the user's voice into text;
the AI connector: the system is used for setting acoustic language model docking parameters;
the TTS module: for converting the received text into speech;
the IVR engine module: for controlling language robot dialog logic;
the VXML flow module: and the bottom layer setting unit is used for controlling the speech technology logic jump of the voice robot and realizing speech technology control.
Further, the MRCP protocol is used for a user to interface with a speech recognition ASR engine;
the SIP protocol is used to create, modify and release sessions for one or more participants.
Further, the media server Freeswitch is a plurality of, the outbound system creates a plurality of outbound services, the outbound services are in one-to-one connection with the media server Freeswitch.
Further, the number of the registration servers OpenSIPS is 2, one is a main registration server OpenSIPS, and the other is a standby registration server OpenSIPS.
Further, the IVR engine module (5) is connected with the media server Freeswitch server (1) through a TCP protocol.
The second technical scheme is as follows:
an outbound method of an intelligent outbound voice robot system specifically comprises the following steps:
step 1, the outbound system selects a plurality of customer contact ways and initiates a plurality of outbound services.
step 3, after the mod _ event _ socket of the media server Freeswitch receives the command, calling the originate of the mod _ command to call the user;
step 4, after the called party answers the call, the called party sends a uuid _ transfer command to access the system, an engine module IVR is started to analyze the IVR process,
step 5, obtaining user information according to the prompted voice IVR, and communicating with a client according to the speech technology;
step 6, when the customer meets the configuration condition of the dialect template and needs to transfer the artificial seat, the customer starts to call the artificial seat
Step 7, after the call is connected, the voice IVR communicates with the client according to the conversation;
step 8, when the customer meets the configuration condition of the speech template and needs to transfer the artificial seat, the customer starts to call the artificial seat, the artificial seat starts ringing, and the customer can directly communicate with the customer after the operator connects the telephone; when the client does not accord with the configuration condition of the dialect template, the client hangs up, and the Freeswitch of the media server generates a hang-up message;
and 9, after monitoring the CHANNEL _ HANGUP CHANNEL hang-up event, the outbound service calls back the outbound result to the outbound system and transmits the outbound result back to the big data analysis system.
Compared with the prior art, the invention has the following beneficial effects:
1. the outbound system acquires the FreeSwitch service corresponding to a plurality of outbound service instances in a resource distribution mode through a one-to-one connection mode of outbound communication service OutBoundService (which is responsible for sending an outbound name list to FS) and FreeSwitch, so that the outbound platform has transverse expansion capability and service access capability is improved.
2. The invention realizes the concurrent working mechanism of multi-instance sub-service by setting the polypeptide media server and 2 registration servers, and mainly solves the following 2 problems:
1) a single media server comprises a dependent service, can support 200 channels under the configuration of an 8-core 16g memory virtual machine, and can increase the concurrent processing capacity by increasing the media servers through the design of a registration server main HA and a standby HA.
2) Based on the task screening process of a single task table, with the increase of the service data volume, the outbound data screening time is increased, and meanwhile, the overtime probability of other operations is increased. And the outbound task screening based on the sub-table can greatly reduce the time consumption of data screening and simultaneously reduce the influence on other concurrent operations.
Drawings
FIG. 1 is a system block diagram of an intelligent outbound voice robot system in accordance with one embodiment of the present invention;
FIG. 2 is a system connection diagram of an outbound system and a soft switch platform according to an embodiment of the present invention;
FIG. 3 is a diagram of a system connection between a registration server and a media server in accordance with an embodiment of the present invention;
fig. 4 is a flowchart of an intelligent outbound voice robot outbound method in an embodiment of the present invention.
Detailed Description
The technical solutions of the present invention will be described clearly and completely with reference to the accompanying drawings, and it should be understood that the described embodiments are some, but not all embodiments of the present invention.
Fig. 1 shows an embodiment of an intelligent outbound voice robot system according to the present invention, which includes a soft switch platform and an outbound system connected to the soft switch platform, where the soft switch platform includes a media server FreeSwitch1, a registration server OpenSIPS 2 connected to the media server FreeSwitch1 through an SIP protocol, an AI connector 3 and a TTS module 4 respectively connected to the media server FreeSwitch1 through an MRCP protocol, and an IVR engine module 5 and a VXML flow module 6 sequentially connected to the media server FreeSwitch 1; the AI connector 3 is communicated with the NLP module 7 through an http protocol, and the AI connector 3 is connected with the ASR module 8 through an MRCP protocol; the registration server OpenSIPS 2 is connected with the SBC 9 through an SIP protocol, and the SBC 9 is connected with the PSIT 10; the outbound system comprises a Conf server 11 connected with the registration server OpenSIPS 2 through an http protocol, and the Conf server 11 is also connected with the media server FreeSwitch1 through the http protocol;
the PSTN 10 is a public switched telephone network and is used for sending a call task to a client number mobile phone and dialing the client number mobile phone;
the SBC 9 is used for converting the SIP protocol;
the Conf server 11 is used for configuring an outbound task;
the registration server OpenSIPS 2 is used for receiving registration of the terminals, processing interactive control signaling and coordinating session connection between the terminals; the terminal refers to a sip phone, and the soft switching system simulates the phone to register a sip server;
the media server Freeswitch1 is used as a switch engine, a PBX, a multimedia gateway, a multimedia server and the like;
the NLP module 7: processing the intention of the user after natural language recognition, such as processing to obtain what the user said;
the ASR module 8: for converting the user's voice into text;
the AI connector 3: the system is used for setting acoustic language model docking parameters;
the TTS module 4: for converting the received text into speech;
the IVR engine module 5: for controlling language robot dialog logic;
VXML flow module 6: and the bottom layer setting unit is used for controlling the speech technology logic jump of the voice robot and realizing speech technology control.
Further, the MRCP protocol is used for a user to interface with a speech recognition ASR engine;
the SIP protocol is an internet-derived voice-over-IP session control protocol for creating, modifying and releasing sessions for one or more participants.
In another embodiment of an intelligent outbound voice robot system as described in fig. 2, the media server FreeSwitch1 is multiple, the outbound system creates multiple outbound services, and the outbound services are connected one-to-one with the media server FreeSwitch 1. The outbound system acquires the FreeSwitch service corresponding to a plurality of outbound service instances through a resource distribution mode in a one-to-one connection mode of outbound communication service OutBoundService (responsible for sending an outbound name list to FS) and FreeSwitch, so that the outbound platform has transverse expansion capability and service access capability is improved.
Further, as shown in fig. 3, the number of the registrar servers OpenSIPS 2 is 2, one is a main registrar server OpenSIPS, and the other is a standby registrar server OpenSIPS.
The invention realizes the concurrent working mechanism of multi-instance sub-service by setting the polypeptide media server and 2 registration servers, and mainly solves the following 2 problems:
1) a single media server comprises a dependent service, can support 200 channels under the configuration of an 8-core 16g memory virtual machine, and can increase the concurrent processing capacity by increasing the media servers through the design of a registration server main HA and a standby HA.
2) Based on the task screening process of a single task table, with the increase of the service data volume, the outbound data screening time is increased, and meanwhile, the overtime probability of other operations is increased. And the outbound task screening based on the sub-table can greatly reduce the time consumption of data screening and simultaneously reduce the influence on other concurrent operations.
Further, the IVR engine module 5 and the FreeSwitch server of the media server are connected through a TCP protocol.
As shown in fig. 4, an embodiment of an outbound method using the intelligent outbound voice robot system of the present invention specifically includes the following steps:
step 1, the outbound system selects a plurality of customer contact ways and initiates a plurality of outbound services.
step 3, after the mod _ event _ socket of the media server Freeswitch receives the command, calling the originate of the mod _ command to call the user;
step 4, after the called party answers the call, the called party sends a uuid _ transfer command to access the system, an engine module IVR is started to analyze the IVR process,
step 5, obtaining user information according to the prompted voice IVR, and communicating with a client according to the speech technology;
step 6, when the customer meets the configuration condition of the dialect template and needs to transfer the artificial seat, the customer starts to call the artificial seat
Step 7, after the call is connected, the voice IVR communicates with the client according to the conversation;
step 8, when the customer meets the configuration condition of the speech template and needs to transfer the artificial seat, the customer starts to call the artificial seat, the artificial seat starts ringing, and the customer can directly communicate with the customer after the operator connects the telephone; when the client does not accord with the configuration condition of the dialect template, the client hangs up, and the Freeswitch of the media server generates a hang-up message;
and 9, after monitoring the CHANNEL _ HANGUP CHANNEL hang-up event, the outbound service calls back the outbound result to the outbound system and transmits the outbound result back to the big data analysis system.
The embodiments described above are only preferred embodiments of the invention and are not exhaustive of the possible implementations of the invention. Any obvious modifications to the above would be obvious to those of ordinary skill in the art, but would not bring the invention so modified beyond the spirit and scope of the present invention.
Claims (6)
1. An intelligent outbound voice robot system is characterized by comprising a soft switch platform and an outbound system connected with the soft switch platform, wherein the soft switch platform comprises a media server Freeswitch (1), a registration server OpenSIPS (2) connected with the media server Freeswitch (1) through an SIP protocol, an AI connector (3) and a TTS module (4) respectively connected with the media server Freeswitch (1) through an MRCP protocol, and an IVR engine module (5) and a VXML flow module (6) sequentially connected with the media server Freeswitch (1); the AI connector (3) is communicated with the NLP module (7) through an http protocol, and the AI connector (3) is connected with the ASR module (8) through an MRCP protocol; the registration server OpenSIPS (2) is connected with an SBC (9) through an SIP protocol, and the SBC (9) is connected with a PSIT (10); the outbound system comprises a Confserver (11) connected with the registration server OpenSIPS (2) through an http protocol, and the Conf server (11) is also connected with the media server FreeSwitch (1) through the http protocol;
wherein the PSTN (10) is a public switched telephone network and is used for sending a call task to a customer number mobile phone and dialing the customer mobile phone;
the SBC (9): the conversion of the SIP protocol is carried out;
the Conf server (11): for configuring outbound tasks;
the registration server OpenSIPS (2): the system comprises a server, a server and a server, wherein the server is used for receiving the registration of terminals, processing interactive control signaling and coordinating session connection between the terminals;
the media server Freeswitch (1): as switch engines, PBXs, multimedia gateways, multimedia servers, etc.;
the NLP module (7): processing the intention of the user after natural language recognition;
the ASR module (8): for converting the user's voice into text;
the AI connector (3): the system is used for setting acoustic language model docking parameters;
the TTS module (4): for converting the received text into speech;
the IVR engine module (5): for controlling language robot dialog logic;
the VXML flow module (6): and the bottom layer setting unit is used for controlling the speech technology logic jump of the voice robot and realizing speech technology control.
2. The intelligent outbound voice robotic system of claim 1, wherein the MRCP protocol is for a user to interface with a voice recognition, ASR, engine;
the SIP protocol is used to create, modify and release sessions for one or more participants.
3. An intelligent outbound voice robot system according to claim 1, characterised in that the media server Freeswitch (1) is multiple, the outbound system creating multiple outbound services, the outbound services being one-to-one connected with the media server Freeswitch.
4. The intelligent outbound voice robot system of claim 1,
the number of the registration servers OpenSIPS (2) is 2, one is a main registration server OpenSIPS, and the other is a standby registration server OpenSIPS.
5. The intelligent outbound voice robot system of claim 1,
the IVR engine module (5) is connected with the media server Freeswitch server (1) through a TCP protocol.
6. An outbound method of an intelligent outbound voice robot system is characterized by comprising the following steps:
step 1, the outbound system selects a plurality of customer contact ways and initiates a plurality of outbound services.
Step 2, the outbound service sends the outbound name list to a media server FreeSwitch, and the outbound service and the media server FreeSwitch establish one-to-one connection; all outbound tasks are performed in parallel,
step 3, after the mod _ event _ socket of the media server Freeswitch receives the command, calling the originate of the mod _ command to call the user;
step 4, after the called party answers the call, the called party sends a uuid _ transfer command to access the system, an engine module IVR is started to analyze the IVR process,
step 5, obtaining user information according to the prompted voice IVR, and communicating with a client according to the speech technology;
step 6, when the customer meets the configuration condition of the dialect template and needs to transfer the artificial seat, the customer starts to call the artificial seat
Step 7, after the call is connected, the voice IVR communicates with the client according to the conversation;
step 8, when the customer meets the configuration condition of the speech template and needs to transfer the artificial seat, the customer starts to call the artificial seat, the artificial seat starts ringing, and the customer can directly communicate with the customer after the operator connects the telephone; when the client does not accord with the configuration condition of the dialect template, the client hangs up, and the Freeswitch of the media server generates a hang-up message;
and 9, after monitoring the CHANNEL _ HANGUP CHANNEL hang-up event, the outbound service calls back the outbound result to the outbound system and transmits the outbound result back to the big data analysis system.
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| CN113645124A (en) * | 2021-08-09 | 2021-11-12 | 南京易米云通网络科技有限公司 | System and method for pushing social platform information through intelligent voice interaction platform |
| CN114070825A (en) * | 2021-11-17 | 2022-02-18 | 上海景吾智能科技有限公司 | Robot and digital telephone communication method and system |
| CN115914466A (en) * | 2023-01-06 | 2023-04-04 | 北京健康之家科技有限公司 | Voice interaction method and device based on voice stream robot and storage medium |
| CN116055614A (en) * | 2023-02-03 | 2023-05-02 | 浙江东上数字科技有限公司 | Intelligent voice outbound system and method for realizing SIP relay through mobile phone |
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Application publication date: 20200508 |