CN113518154A - System and method for switching intelligent outbound robots and manual seats in different scenes - Google Patents
System and method for switching intelligent outbound robots and manual seats in different scenes Download PDFInfo
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- H—ELECTRICITY
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- 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
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- H04M—TELEPHONIC COMMUNICATION
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- H04M3/42—Systems providing special services or facilities to subscribers
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Abstract
The invention belongs to the field of intelligent conversation, in particular to a system and a method for switching intelligent outbound robots and manual seats in different scenes, which comprises an intelligent outbound robot conversation service module, a manual seat service module and a human-computer switching module, wherein the intelligent outbound robot conversation service module is connected with the manual seat service module through the human-computer switching module; the intelligent outbound robot and the manual seat can be freely switched according to different application scenes through the man-machine switching module, various man-machine switching modes are provided, the calling efficiency can be improved, the intention customers can be more quickly screened, and the real-time communication experience of the connected customers under different scenes can be met.
Description
Technical Field
The invention belongs to the field of intelligent conversation, and particularly relates to a system and a method for switching intelligent outbound robots and manual seats in different scenes.
Background
With the development of the current ASR (automatic speech recognition), TTS (text to speech), NLP (natural language processing), and other related artificial intelligence technologies, direct speech communication between computers and people becomes a reality. Based on these technologies, products related to intelligent outbound robots appear on the market for making calls in place of human agents in specific scenarios. The intelligent outbound robot has the advantages that dialing can be automatically and uninterruptedly carried out according to the configured time period, so that the calling efficiency is greatly improved, more customers are reached, and the labor cost of one-way calling is obviously reduced. And the intention of the client can be analyzed based on the call dialogue data, and the intention client can be automatically screened out in real time.
However, in some complex interaction scenarios, when the intelligent calling robot faces a complex problem or an unidentified intention, a situation that answers an question or cannot communicate with the client accurately occurs, and when the user perceives the situations, situations that the communication will be reduced, the user feels dislike, or even the user directly hangs up the phone call occur, so that the loss of the intended client is caused. Therefore, the existing intelligent outbound robot cannot completely replace an artificial seat, related calls need to be directly transferred to the artificial seat at a proper time, and the artificial seat replaces the intelligent outbound robot to communicate with customers in time, so that the cost of further communication is reduced.
The technology of switching between the intelligent outbound robot and the manual seat also exists in the industry at present, but the switching mode is single, and the requirements of various specific scenes cannot be met. Some scenes need to clearly inform the client that manual work needs to be transferred for further communication when the client talks to a designated node, some scenes trigger manual work transfer when the intelligent outbound robot cannot be competent for communication with the client, and some scenes trigger when the client is unsatisfied with the current conversation and expresses manual work transfer intentions. Therefore, various forms of man-machine switching modes are required for different scenes.
Therefore, the intelligent outbound robot and manual seat switching system and method in different scenes are designed to solve the problems.
Disclosure of Invention
To solve the problems set forth in the background art described above. The invention provides a system and a method for switching intelligent outbound robots and manual seats in different scenes, which can realize free switching between the intelligent robots and the manual seats and have the characteristic of convenient operation.
In order to achieve the purpose, the invention provides the following technical scheme: an intelligent outbound robot and manual seat switching system and method in different scenes comprises an intelligent outbound robot conversation service module, a manual seat service module and a man-machine switching module, wherein the intelligent outbound robot conversation service module is connected with the manual seat service module through the man-machine switching module;
wherein, the man-machine switching module includes that the artifical position of the strong commentaries on classics switches the module, changes artifical position in advance and switches the module, does not have the perception artifical position and switches the module and monitor the switching module by force, changes artifical position in advance and switches the module and be connected with the artifical position of the non-perception through changing artifical position in advance and switching the module, and the artifical position of the non-perception switches the module and is connected with monitoring the switching module by force.
The system and the method for switching the intelligent outbound robot and the manual seat in different scenes are preferred, the intelligent outbound robot dialogue service module automatically makes an outbound call according to the added client number, performs voice recognition and voice processing by using ASR, TTS and NLP tools after the client answers, and confirms the intention of the client.
Preferably, the system and the method for switching the intelligent outbound robot and the manual seat in different scenes are provided by the invention, wherein the manual seat service module comprises a sign-in module, a sign-out module, a free-time display module, a busy-display module, a WebRTC module and an SIP module.
According to another aspect of the present invention, a method for switching between an intelligent outbound robot and a human seat in different outbound scenarios is provided, so as to implement switching between the intelligent outbound robot and the human seat, the method comprising the steps of:
s1: firstly, the intelligent outbound robot dialogue service module automatically makes an outbound call according to the added client number and communicates with the client in a preset dialogue process according to the client intention;
s2: starting a forced plug monitoring switching module during the start of the dialect, and analyzing the intention of a client in real time;
s3: confirming a switching mode of a timely scene according to the analysis result and the attribute of the trigger preset scene operation node;
s4: completing the switching;
preferably, the system and the method for switching between the intelligent outbound robot and the manual seat in different scenes are that the intelligent outbound robot dialogue service module in the step S1 performs speech recognition and speech processing on the client through ASR, TTS and NLP tools, and confirms the intention of the client.
Preferably, in the system and method for switching between the intelligent outbound robot and the manual seat in different scenarios of the present invention, the step of analyzing the intention of the client in real time in S2 preferably includes the following steps:
when the intelligent outbound robot judges that the client has the manual transferring intention;
the intelligent outbound robot pushes the message to the corresponding artificial seat.
Preferably, in the system and method for switching between the intelligent outbound robot and the manual seat in different scenes, the scene operation node attributes in S3 include a pre-forwarding attribute, a strong forwarding attribute and an imperceptible switching attribute.
Preferably, in the system and method for switching between an intelligent outbound robot and a manual seat in different scenarios according to the present invention, the step of switching between the scenarios in S3 further includes:
the intelligent outbound robot selects a corresponding ring-cutting mode according to the attributes of the scene tactical nodes triggered in the dialogue.
Compared with the prior art, the invention has the beneficial effects that:
the intelligent outbound robot and the manual seat can be freely switched according to different application scenes through the man-machine switching module, various man-machine switching modes are provided, the calling efficiency can be improved, the intention customers can be more quickly screened, and the real-time communication experience of the connected customers under different scenes can be met.
Drawings
The accompanying drawings, which are included to provide a further understanding of the invention and are incorporated in and constitute a part of this specification, illustrate embodiments of the invention and together with the description serve to explain the principles of the invention and not to limit the invention. In the drawings:
FIG. 1 is a schematic structural diagram of a switching system of an intelligent outbound robot and a manual seat according to the present invention;
FIG. 2 is a flow chart of a method for switching between an intelligent outbound robot and a human agent in accordance with the present invention;
in the figure:
1. the intelligent outbound robot dialogue service module;
2. a manual seat service module;
3. a man-machine switching module; 31. a manual seat switching module is forced to rotate; 32. pre-turning an artificial seat switching module; 33. the non-sensing artificial seat switching module; 34. and a forced insertion monitoring switching module.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
As shown in fig. 1;
an intelligent outbound robot and manual seat switching system and method in different scenes comprises an intelligent outbound robot conversation service module 1, a manual seat service module 2 and a human-computer switching module 3, wherein the intelligent outbound robot conversation service module 1 is connected with the manual seat service module 2 through the human-computer switching module 3; wherein, man-machine switching module 3 includes that the artifical seat of strong commentaries on classics switches module 31, changes artifical seat in advance and switches module 32, does not have perception artifical seat and switches module 33 and cuts in to monitor switching module 34 by force, and the artifical seat of strong commentaries on classics switches module 31 and is connected with no perception artifical seat switching module 33 through changing artifical seat in advance and switching module 32, and no perception artifical seat switches module 33 and cuts in to monitor switching module 34 by force and is connected.
The pre-conversion artificial seat switching module 32 is used for setting a pre-conversion attribute of a specified conversation node in a conversation process, when the node is converted in the conversation process, the intelligent outbound robot inquires whether a client agrees to switch to an artificial seat, the switching operation of the artificial seat is triggered after the client agrees, subsequent conversation is continued after the artificial seat answers, the switching mode is generally used for scenes such as business handling and package handling, the intelligent outbound robot and the client complete preliminary conversation interaction in the early stage, and when the client intentionally switches to the artificial seat backwards, the artificial seat performs business handling operation.
The strong manual seat switching module 31 is applied to setting a strong conversation attribute of a conversation node in a conversation process, and when a flow is switched to the node in the conversation process, the intelligent outbound robot directly triggers the switching operation of the manual seat without the consent of a client. This switching approach is typically used in problem handling scenarios for inventory customers.
The unaware artificial seat switching module 33 is applied to setting a dialogue node unaware switching attribute in a dialogue process, when a flow is transferred to the node in the dialogue process, a background automatically triggers the switching operation of the artificial seat, the intelligent outbound robot continues dialogue interaction with a client, and if the seat has responded at the moment, after the robot and the client complete the wheel dialogue, the artificial seat takes over and then performs subsequent interaction. If no free seat exists at the moment, the robot can continue to carry out conversation interaction with the client, if the free seat answers in the subsequent interaction, the robot is switched to the manual seat again, and the switching mode is generally suitable for a sales and customer extension scene.
The break-in monitoring switching module 34 is applied to, break-in monitoring rules in dialogues, the intelligent outbound robot can analyze the intention of a client in real time in the conversation process, after the intelligent outbound robot judges that the client changes the intention of the client, the intelligent outbound robot can push the message to a corresponding artificial seat in real time, the artificial seat can select to monitor the conversation and break in the conversation forcibly at a proper time, the intelligent outbound robot is replaced to continue to have the conversation with the client, the switching mode is generally suitable for more artificial seats, and the intelligent outbound robot is used as a telephone assistant to improve the calling efficiency.
In this embodiment: the intelligent outbound robot and the manual seat can be freely switched according to different application scenes through the man-machine switching module 3, various man-machine switching modes are provided, the calling efficiency can be improved, the intention customers can be more quickly screened, and the real-time communication experience of the connected customers under different scenes can be met.
It should be noted that: when the intelligent outbound robot triggers the manual seat switching operation, a free manual seat is selected for switching according to a configured seat selection strategy, the selected manual seat receives incoming call screen popup messages, and context information of the intelligent outbound robot conversation is acquired, so that seamless butt joint can be achieved, and communication with clients is continued.
In an alternative embodiment: the intelligent outbound robot dialogue service module 1 automatically makes an outbound call according to the added client number, performs voice recognition and voice processing by using ASR, TTS and NLP tools after the client answers, and confirms the intention of the client, so that the voice information of the client can be more accurately input.
In an alternative embodiment: the artificial seat service module 2 comprises a sign-in module, a sign-out module, a free display module, a busy display module, a WebRTC module and an SIP module, so that the access mode of the artificial seat is enriched, and the communication with clients is more convenient.
As shown in fig. 2;
according to another aspect of the present invention, there is provided a method for switching between an intelligent outbound robot and a human seat in different outbound scenarios, for implementing switching between the intelligent outbound robot and the human seat, the method comprising the steps of:
step S1: firstly, the intelligent outbound robot dialogue service module 1 automatically makes an outbound call according to an added client number and communicates with a client in a preset dialogue process according to the client intention;
step S2: the forced plug monitoring switching module 34 is started during the start of the dialect and analyzes the intention of the client in real time;
specifically, the real-time analysis of the client intention preferably comprises the following steps:
when the intelligent outbound robot judges that the client has the manual transferring intention;
the intelligent outbound robot pushes the message to a corresponding artificial seat;
step S3: confirming a switching mode of a timely scene according to the analysis result and the attribute of the trigger preset scene operation node;
specifically, when switching scenes, the method further includes the following steps:
the intelligent outbound robot selects a corresponding ring cutting mode according to the attributes of the scene tactical nodes triggered in the conversation;
when the switching mode is selected, an AI skill trainer analyzes a specific outbound scene in advance;
a preset dialect can set a man-machine switching mode according with a specific scene according to the scene;
then the intelligent outbound robot switches the mode after meeting the conditions according to the set man-machine switching mode in the outbound process.
Step S4: completing the switching;
in an alternative embodiment: the intelligent outbound robot dialogue service module 1 in S1 performs speech recognition and speech processing on the client through ASR, TTS, NLP tools, and confirms the intention of the client.
In an alternative embodiment: the scene node attributes in S3 include a pre-roll attribute, a strong roll attribute, and an unaware-switch attribute.
Finally, it should be noted that: although the present invention has been described in detail with reference to the foregoing embodiments, it will be apparent to those skilled in the art that changes may be made in the embodiments and/or equivalents thereof without departing from the spirit and scope of the invention. Any modification, equivalent replacement, or improvement made within the spirit and principle of the present invention should be included in the protection scope of the present invention.
Claims (8)
1. The system and the method for switching the intelligent outbound robot and the manual seat in different scenes are characterized by comprising an intelligent outbound robot conversation service module (1), a manual seat service module (2) and a manual seat switching module (3), wherein the intelligent outbound robot conversation service module (1) is connected with the manual seat service module (2) through the manual seat switching module (3);
wherein, man-machine switching module (3) including change artifical position by force switch module (31), change artifical position in advance and switch module (32), do not have perception artifical position and switch module (33) and cut by force and monitor switching module (34), change artifical position by force and switch module (31) and pass through change artifical position in advance switch module (32) with no perception artifical position switches module (33) and is connected, no perception artifical position switch module (33) with cut by force and monitor switching module (34) and be connected.
2. The different-scene intelligent outbound robot and manual seat switching system and method according to claim 1, characterized in that: the intelligent outbound robot dialogue service module (1) automatically makes an outbound call according to the added client number, performs voice recognition and voice processing by using ASR, TTS and NLP tools after the client answers, and confirms the intention of the client.
3. The different-scene intelligent outbound robot and manual seat switching system and method according to claim 1, characterized in that: the artificial seat service module (2) comprises a sign-in module, a sign-out module, a free-time display module, a busy-time display module, a WebRTC module and an SIP module.
4. A switching method of an intelligent outbound robot and a manual seat under different outbound scenes is used for realizing switching between the intelligent outbound robot and the manual seat by the switching system and the switching method of the intelligent outbound robot and the manual seat under different scenes of any one of claims 1 to 3, and the method comprises the following steps:
s1: firstly, the intelligent outbound robot dialogue service module (1) automatically makes an outbound call according to an added client number and communicates with a client in a preset dialogue process according to the client intention;
s2: the switching module (34) is forcibly inserted and monitored during the start of the dialect and the intention of the client is analyzed in real time;
s3: confirming a switching mode of a timely scene according to the analysis result and the attribute of the trigger preset scene operation node;
s4: the handover is completed.
5. The different-scene intelligent outbound robot and manual seat switching system and method according to claim 4, wherein: and in the S1, the intelligent outbound robot dialogue service module (1) performs speech recognition and speech processing on the client through ASR, TTS and NLP tools, and confirms the intention of the client.
6. The different-scene intelligent outbound robot and manual seat switching system and method according to claim 4, wherein: in S2, the real-time analysis of the client intention preferably includes the steps of:
when the intelligent outbound robot judges that the client has the manual transferring intention;
the intelligent outbound robot pushes the message to the corresponding artificial seat.
7. The different-scene intelligent outbound robot and manual seat switching system and method according to claim 4, wherein: the scene node attributes in S3 include a pre-roll attribute, a strong roll attribute, and an unaware-switch attribute.
8. The different-scene intelligent outbound robot and manual seat switching system and method according to claim 7, wherein: in S3, when switching scenes, the method further includes:
the intelligent outbound robot selects a corresponding ring-cutting mode according to the attributes of the scene tactical nodes triggered in the dialogue.
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN115082134A (en) * | 2022-08-23 | 2022-09-20 | 深圳市人马互动科技有限公司 | Marketing method, device, system, equipment and medium |
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| CN111885273A (en) * | 2020-07-24 | 2020-11-03 | 南京易米云通网络科技有限公司 | Man-machine cooperation controllable intelligent voice outbound method and intelligent outbound robot platform |
| CN111885272A (en) * | 2020-07-24 | 2020-11-03 | 南京易米云通网络科技有限公司 | Intelligent call-out method for supporting telephone by call center seat and intelligent call center system |
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| WO2016045479A1 (en) * | 2014-09-25 | 2016-03-31 | 北京橙鑫数据科技有限公司 | Customer service call processing method and apparatus |
| CN111885273A (en) * | 2020-07-24 | 2020-11-03 | 南京易米云通网络科技有限公司 | Man-machine cooperation controllable intelligent voice outbound method and intelligent outbound robot platform |
| CN111885272A (en) * | 2020-07-24 | 2020-11-03 | 南京易米云通网络科技有限公司 | Intelligent call-out method for supporting telephone by call center seat and intelligent call center system |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN115082134A (en) * | 2022-08-23 | 2022-09-20 | 深圳市人马互动科技有限公司 | Marketing method, device, system, equipment and medium |
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Application publication date: 20211019 |