CN113905137A - Call method and device, and storage medium - Google Patents
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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
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
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- G10L15/28—Constructional details of speech recognition systems
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Abstract
The embodiment of the application provides a communication method, a device and a storage medium, wherein the device comprises: the system comprises a voice recognition module, a natural language processing module, a text conversion module, a service processing module and a call soft switch module; the voice recognition module is used for receiving the first voice stream from the call soft switch module and carrying out voice-to-text processing on the first voice stream to obtain text information; the natural language processing module is used for carrying out natural language processing on the text information to obtain reply dialect information; the reply tactical information is at least one of reply tactical text information or reply tactical recording information; the text conversion module is used for carrying out voice synthesis on the reply dialect text information under the condition that the reply dialect text information is the reply dialect text information to obtain synthesized recording information; and the service processing module is used for responding to the first voice stream and replying the reply-to-speech recording information or the synthesized recording information through the call soft switch module.
Description
Technical Field
The present application relates to the field of communications, and in particular, to a method and an apparatus for communicating, and a storage medium.
Background
With the increasing development of electronic technology, the forms of communication become more and more abundant, not only can the point-to-point communication between individuals be realized, but also the scenes of information reminding, confirmation and interaction can be realized through automatic calling modes such as robot outbound calling and the like.
At present, different network architectures need to be built for realizing different types of automatic outbound calls, so that the problems of single call mode and low call intelligence are caused.
Disclosure of Invention
The embodiment of the application provides a conversation method, a conversation device and a storage medium, which can enrich calling modes and improve calling intelligence.
The technical scheme of the application is realized as follows:
in a first aspect, an embodiment of the present application provides a communication device, where the device includes: the system comprises a voice recognition module, a natural language processing module, a text conversion module, a service processing module and a call soft switch module;
the voice recognition module is used for receiving a first voice stream from the call soft switch module and carrying out voice-to-text processing on the first voice stream to obtain text information;
the natural language processing module is used for carrying out natural language processing on the text information to obtain reply dialect information; the reply dialect information is at least one of reply dialect text information or reply dialect recording information;
the text conversion module is used for carrying out voice synthesis on the reply dialect text information under the condition that the reply dialect text information is the reply dialect text information to obtain synthesized recording information;
and the service processing module is used for responding to the first voice stream and replying the reply speech recording information or the synthesized recording information through the call soft switch module.
In a second aspect, an embodiment of the present application provides a call method, where the method includes:
under the condition of receiving a first voice stream sent by called equipment, carrying out voice-to-text processing on the first voice stream to obtain text information;
performing natural language processing on the text information to obtain reply dialect information;
responding the first voice stream, and sending the reply dialect information to the called equipment.
In a third aspect, an embodiment of the present application provides a storage medium, on which a computer program is stored, where the computer program is executed by a processor to implement the conversation method as described above.
The embodiment of the application provides a communication method, a device and a storage medium, wherein the device comprises: the system comprises a voice recognition module, a natural language processing module, a text conversion module, a service processing module and a call soft switch module; the voice recognition module is used for receiving the first voice stream from the call soft switch module and carrying out voice-to-text processing on the first voice stream to obtain text information; the natural language processing module is used for carrying out natural language processing on the text information to obtain reply dialect information; the reply tactical information is at least one of reply tactical text information or reply tactical recording information; the text conversion module is used for carrying out voice synthesis on the reply dialect text information under the condition that the reply dialect text information is the reply dialect text information to obtain synthesized recording information; and the service processing module is used for responding to the first voice stream and replying the reply-to-speech recording information or the synthesized recording information through the call soft switch module. Adopt above-mentioned device implementation scheme, the inside speech recognition module that sets up of intercom, natural language processing module, text conversion module and business processing module, after receiving first voice stream from conversation soft switch module, can be according to speech recognition module, natural language processing module, text conversion module and business processing module determine the automatic answer of replying first voice stream art (reply art recording information or synthetic recording information promptly), the intercom that this application provided can realize point-to-point conversation simultaneously, realize automatic exhaling outward, and then richened the calling mode, the calling intelligence has been improved.
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Fig. 1 is a schematic structural diagram of a communication device according to an embodiment of the present disclosure;
fig. 2 is a schematic structural diagram of an exemplary communication device according to an embodiment of the present disclosure;
fig. 3 is a flowchart of a call method according to an embodiment of the present application.
Detailed Description
So that the manner in which the features and elements of the present embodiments can be understood in detail, a more particular description of the embodiments, briefly summarized above, may be had by reference to embodiments, some of which are illustrated in the appended drawings.
Unless defined otherwise, all technical and scientific terms used herein have the same meaning as commonly understood by one of ordinary skill in the art to which this application belongs. The terminology used herein is for the purpose of describing embodiments of the present application only and is not intended to be limiting of the application.
In the following description, reference is made to "some embodiments" which describe a subset of all possible embodiments, but it is understood that "some embodiments" may be the same subset or different subsets of all possible embodiments, and may be combined with each other without conflict. It should also be noted that reference to the terms "first \ second \ third" in the embodiments of the present application is only used for distinguishing similar objects and does not represent a specific ordering for the objects, and it should be understood that "first \ second \ third" may be interchanged with a specific order or sequence where possible so that the embodiments of the present application described herein can be implemented in an order other than that shown or described herein.
An embodiment of the present application provides a communication device 1, as shown in fig. 1, where the device 1 includes: the system comprises a voice recognition module 10, a natural language processing module 11, a text conversion module 12, a service processing module 13 and a call soft switch module 14;
the speech recognition module 10 is configured to receive a first speech stream from the soft call switch module 14, and perform speech-to-text processing on the first speech stream to obtain text information;
the natural language processing module 11 is configured to perform natural language processing on the text information to obtain reply dialect information; the reply dialect information is at least one of reply dialect text information or reply dialect recording information;
the text conversion module 12 is configured to perform speech synthesis on the reply dialect text information to obtain synthesized recording information when the reply dialect text information is the reply dialect text information;
the service processing module 13 is configured to respond to the voice stream, and reply the reply-to-talk recording message or the synthesized recording message through the talk soft switch module 14.
The communication device provided by the embodiment of the application is suitable for scenes of realizing point-to-point communication, automatic outbound and robot automatic outbound.
In this embodiment of the application, the communication device may be a smart phone, a tablet computer, a palm computer, a Mobile Station (MS), a Mobile Terminal (Mobile Terminal), and the like, which may be specifically selected according to an actual situation, and this embodiment of the application is not specifically limited.
In this embodiment, after receiving the first voice stream sent by the called device, the communication device may process the first voice stream, search for the auto-answer voice message responding to the first voice stream, and answer the auto-answer voice message to the called device.
It should be noted that, because the reply utterance stored in the communication device may be stored in a form of recording or may be stored in a form of text, the communication device processes the first voice stream and finds out the automatically replied voice message as the reply utterance recording information or the synthesized recording information provided by the embodiment of the present application.
In the embodiment of the application, if the reply speech stored in the communication device is stored in a recording form, the natural language processing module processes the text corresponding to the first voice stream to obtain the reply speech recording information, and the service processing module directly sends the reply speech recording information to the called device; if the reply dialect stored in the communication device is stored in a text form, the natural language processing module processes the text corresponding to the first voice stream to obtain the reply dialect text information, at this time, the text conversion module needs to perform voice synthesis on the reply dialect text information to obtain the synthesized recording information, and the service processing module directly sends the synthesized recording information to the called device.
It should be noted that the Speech Recognition module is an Automatic Speech Recognition (ASR) module.
The Natural Language Processing module is a Natural Language Processing (NLP) module.
It should be noted that the Text conversion module is a Text-To-Speech (TTS) module.
It should be noted that, in the embodiment of the present application, a Message Queue (MQ) module is further disposed between the ASR module and the NLP module, the ASR module pushes the text information to the MQ module, the MQ module processes the text information to obtain MQ text information, the service processing module monitors the MQ text information and pushes the MQ text information to the NLP module, and the NLP module performs natural language processing on the MQ text information.
Optionally, the service processing module 13 is further configured to initiate a call task to a called device according to a call task type, and send a second voice stream to the called device under the condition that a call line is established with the called device;
the speech recognition module 10 is specifically configured to receive a first speech stream from the call soft switch module when the call task type is an automatic outbound type.
In the embodiment of the application, a communication device can initiate a call to a called device, wherein the call task type of the initiated call can comprise an automatic outbound type and a non-automatic outbound type; after the communication line is established between the communication device and the called equipment, the communication device and the called equipment can transmit voice data, and when the call task type is an automatic outbound type, a second voice stream is sent to the called equipment; and under the condition of receiving the first voice stream sent by the called equipment, carrying out voice-to-text processing on the first voice stream to obtain text information.
It should be noted that the automatic outbound type includes a type of automatic originating call such as a robot automatic outbound type, which is specifically selected according to an actual situation, and the embodiment of the present application is not specifically limited.
For example, a website automatically initiates a call to a user using the website, and after the user is connected, the website plays a standard word to the user, "thank you for using the website, can you take several minutes to make a usage feedback? Please agree to "agree".
It should be noted that the non-automatic outbound type is a type of manually initiating a call, such as a point-to-point communication type, which may be specifically selected according to an actual situation, and the embodiment of the present application is not specifically limited.
Optionally, the service processing module 13 is further configured to initiate a call task and/or send the second voice stream to the called device through the call switching module.
Optionally, the call soft switch module is any one of a Freeswitch system or a VOS system; the specific choice can be made according to the actual situation, and the embodiment of the present application is not specifically limited. The following description will take the Freeswitch system as an example.
In an embodiment of the present application, the communicator further comprises a dispatcher for interacting with the Freeswitch system. Specifically, the service processing module pushes the data related to the call task or the second voice stream to a Freeswitch system in an ESL mode through the scheduling module, and the Freeswitch system checks and then sends the data related to the call task or the second voice stream to a call line.
In the embodiment of the application, the Freeswitch system further acquires a first voice stream from a call line and sends the first voice stream to the voice recognition module.
It should be noted that the Freeswitch system uses openclips to implement load balancing, i.e. separate sip signaling and voice stream. The opensnips processes sip signaling, such as signaling protocol, registration or proxy service process, and mainly performs signaling interaction with the terminal; the Freeswitch system is used for processing voice stream data, such as voice transmission or audio acquisition.
It should be noted that the checking process of the Freeswitch system includes account checking and call rule checking, where the account checking is that a corresponding configuration file needs to be generated for user registration in the Freeswitch system, and in order to implement a dynamic registration function, the system implements dynamic generation of a long and high configuration file by calling a remote http interface; the call rule verification is that an encryption transmission mode is adopted at the FreeSwitch system side and the calling line side for preventing leakage, encryption keys are agreed by both sides, code number rule verification is required before data is transmitted to the calling line side, the FreeSwitch system is realized by using a lua script, a corresponding dialing plan configuration file is carried out according to a code number prefix after a code number enters the FreeSwitch system, channel information in a sip signaling is analyzed by the dialing plan, parameters related to an outbound call are transmitted into the lua script, the lua script carries out rule verification by connecting a redis cluster or a MySQL database, and the verified data are transmitted to a line side to initiate the call.
It should be noted that after the call is completed, the call ticket and the recording can be processed. The method specifically comprises two processing modes, wherein one mode is to collect a recording and a call bill generated after the communication of a Freeswitch system is finished; the other method is that the call line side needs to return the recording and the call ticket, the call line side returns the call ticket and the recording needs to be matched with the call ticket of the calling device, and the call tickets of the two parties cannot correspond due to whole encrypted transmission in the call transmission process, so that the two parties need to mutually transmit call ticket identifications of the two parties when performing number interaction so as to perform call ticket matching after the call is finished.
It can be appreciated that the call device uses the outbound capability of the Freeswitch system to directly send call related information to the call leg for non-automatic outbound type call tasks; aiming at the call task of the automatic outbound type, only the call task type needs to be set, the voice recognition module, the natural language processing module and the text conversion module are started to determine the answering speech recording information, and the answering speech recording information is sent to a call line through a Freeswitch system, so that the call device provided by the embodiment of the application can realize different outbound modes, and the call rate is improved.
Optionally, the call soft switch module is further configured to collect a reply voice message and reply the reply voice message to the called device when the call task type is the non-automatic outbound type.
In the embodiment of the application, under the condition that the call task type is the non-automatic outbound type, the voice recognition module, the natural language processing module and the text conversion module are not required to be started to determine the reply speech recording information, the Freeswitch system directly collects the reply voice information of the communicator and replies the reply voice information to the called equipment.
Based on the above embodiment, fig. 2 shows a schematic structural diagram of a call device, where the call device is composed of two modules, namely, a service module and a FreeSwitch module, and the service module includes a scheduling module, a service processing module, an NLP module, an MQ module, an ASR module, and a TTS module; and the Freeswitch module is a Freeswitch cluster consisting of multiple devices.
As shown in fig. 2, a service processing module initiates a call task, inputs a call number of a called device to obtain call data, a scheduling module pushes the call data to a Freeswitch cluster by an ELS mode to initiate a call, after the called device is connected to a call, a call circuit between a call device and the called device is established, the Freeswitch cluster receives a voice stream 1 from the call circuit and transmits the voice stream 1 to an ASR module, the ASR module performs voice-to-text processing on the voice stream 1 to obtain text information and transmits the text information to a MQ module, the MQ module processes the text information to obtain MQ text information, the service processing module monitors the text information and pushes the monitored MQ text information to an NLP module, the NLP module performs session processing on the MQ text information to obtain session reply information, the NLP module transmits the session reply information to the service processing module, and after receiving the reply dialect information, the scheduling module directly transmits the reply dialect information to the Freeswitch cluster for replying if the reply dialect information is in a recording format, and calls the TTS module for voice synthesis if the reply dialect information is in a text format, and transmits the synthesized voice information to the Freeswitch cluster for replying.
It can be understood that, the inside speech recognition module that sets up of calling equipment, natural language processing module, text conversion module and business processing module, after receiving first voice stream from conversation soft switch module, can be according to speech recognition module, natural language processing module, text conversion module and business processing module determine the automatic answer of answering first voice stream art (answer art recording information or synthetic recording information promptly), the calling equipment that this application provided can realize point-to-point conversation simultaneously, realize automatic calling outward, and then richened the calling mode, the calling intelligence has been improved.
Based on the foregoing embodiments, an embodiment of the present application provides a call method, as shown in fig. 3, the method may include:
s101, under the condition that a first voice stream sent by called equipment is received, voice-to-text processing is carried out on the first voice stream to obtain text information.
In the embodiment of the present application, before performing speech-to-text processing on the first speech stream to obtain text information, the following steps are further implemented: initiating a calling task to called equipment according to the type of the calling task; under the condition that a call line is established with the called equipment based on the call task, a second voice stream is sent to the called equipment; and receiving the first voice stream of the called device responding to the second voice stream. And then, under the condition that the call task type is the automatic outbound type, carrying out voice-to-text processing on the first voice stream to obtain text information.
It should be noted that when initiating a call task to a called device, corresponding call tasks need to be initiated according to different call task types, where the call task types include an automatic outbound type and a non-automatic outbound type. After the called device is connected with the call, the call can be carried out between the call device and the called device, the call device can send a second voice stream to the called device and can receive a first voice stream sent by the called device, when the call task type is an automatic outbound type, the call device processes the first voice stream, finds out the automatic reply voice information responding to the first voice stream and replies the automatic reply voice information to the called device. Specifically, first, a voice-to-text process is performed on the first voice stream to obtain text information.
It should be noted that the module for performing speech-to-text processing on the first speech stream may be an ASR module.
It should be noted that, because the reply utterance stored in the communication device may be stored in a form of recording or may be stored in a form of text, the communication device processes the first voice stream and finds out the automatically replied voice message as the reply utterance recording information or the synthesized recording information provided by the embodiment of the present application.
Furthermore, under the condition that the calling task type is a non-automatic outbound type, the first voice stream does not need to be processed, and the reply voice information spoken by the user is directly collected; and replying the reply voice message to the called equipment.
And S102, performing natural language processing on the text information to obtain reply dialect information.
In the embodiment of the application, the NLP module can be used for performing natural language processing on the text information to obtain the reply dialect information.
In the embodiment of the present application, the reply utterance information is any one of a reply utterance text message and a reply utterance recording message, and is specifically selected according to an actual situation, and the embodiment of the present application is not specifically limited.
It should be noted that, in the case that the reply utterance information is the reply utterance text information, further, the reply utterance text information is subjected to speech synthesis to obtain the synthesized recording information.
S103, responding the first voice stream, and sending the reply dialect information to the called equipment.
In the embodiment of the application, since the reply dialect text can be the reply dialect text message or the reply dialect recording message, after the reply dialect message is obtained, the first voice stream is responded, and the synthesized recording message or the reply dialect recording message is sent to the called device.
It can be understood that after receiving the first voice stream, an automatic answering technique (i.e. answering technique recording information or synthesizing recording information) for answering the first voice stream can be determined, so that automatic outbound can be realized while point-to-point communication is realized; and the calling mode is enriched, and the calling intelligence is improved.
The embodiment of the application provides a storage medium, on which a computer program is stored, the computer readable storage medium stores one or more programs, the one or more programs are executable by one or more processors and are applied to an address recognition device, and the computer program implements the address recognition method.
It should be noted that, in this document, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other like elements in a process, method, article, or apparatus that comprises the element.
Through the above description of the embodiments, those skilled in the art will clearly understand that the method of the above embodiments can be implemented by software plus a necessary general hardware platform, and certainly can also be implemented by hardware, but in many cases, the former is a better implementation manner. Based on such understanding, the technical solutions of the present disclosure may be embodied in the form of a software product, which is stored in a storage medium (e.g., ROM/RAM, magnetic disk, optical disk) and includes instructions for enabling an image display device (e.g., a mobile phone, a computer, a server, an air conditioner, or a network device) to execute the method according to the embodiments of the present disclosure.
The above description is only a preferred embodiment of the present application, and is not intended to limit the scope of the present application.
Claims (10)
1. A telephony device, the device comprising: the system comprises a voice recognition module, a natural language processing module, a text conversion module, a service processing module and a call soft switch module;
the voice recognition module is used for receiving a first voice stream from the call soft switch module and carrying out voice-to-text processing on the first voice stream to obtain text information;
the natural language processing module is used for carrying out natural language processing on the text information to obtain reply dialect information; the reply dialect information is at least one of reply dialect text information or reply dialect recording information;
the text conversion module is used for carrying out voice synthesis on the reply dialect text information under the condition that the reply dialect text information is the reply dialect text information to obtain synthesized recording information;
and the service processing module is used for responding to the first voice stream and replying the reply speech recording information or the synthesized recording information through the call soft switch module.
2. The apparatus of claim 1,
the service processing module is further configured to initiate a call task to a called device according to a call task type, and send a second voice stream to the called device when a call line is established with the called device;
the voice recognition module is specifically configured to receive a first voice stream from the call soft switch module when the call task type is an automatic outbound type.
3. The apparatus of claim 2,
the service processing module is further configured to initiate a call task and/or send the second voice stream to the called device through the call switching module.
4. The apparatus of claim 3,
the call soft switch module is further configured to collect reply voice information and reply the reply voice information to the called device when the call task type is a non-automatic outbound type.
5. The apparatus of claim 4, wherein the telephony softswitch module is any one of a Freeswitch system or a VOS system.
6. A method for telephony, the method comprising:
under the condition of receiving a first voice stream sent by called equipment, carrying out voice-to-text processing on the first voice stream to obtain text information;
performing natural language processing on the text information to obtain reply dialect information;
responding the first voice stream, and sending the reply dialect information to the called equipment.
7. The method of claim 6, wherein the reply verbal message is any one of a reply verbal text message or a reply verbal recording message; after the natural language processing is performed on the text message to obtain the reply dialog message and before the response to the first voice stream is performed, the method further includes:
under the condition that the reply dialect information is the reply dialect text information, carrying out voice synthesis on the reply dialect text information to obtain synthesized recording information;
correspondingly, the sending the reply dialect message to the called device includes:
and sending the synthesized recording information or the reply speech recording information to the called equipment.
8. The method according to claim 6, wherein before performing speech-to-text processing on the first speech stream to obtain text information, the method further comprises:
initiating a calling task to the called equipment according to the type of the calling task;
under the condition that a call line is established with the called equipment based on the call task, sending a second voice stream to the called equipment;
receiving the first voice stream of the called device responding to the second voice stream;
correspondingly, the converting the first voice stream into the text to obtain the text information includes:
and under the condition that the call task type is the automatic outbound type, carrying out voice-to-text processing on the first voice stream to obtain the text information.
9. The method of claim 8, further comprising:
collecting reply voice information under the condition that the call task type is a non-automatic outbound type;
and replying the reply voice message to the called equipment.
10. A storage medium on which a computer program is stored which, when being executed by a processor, carries out the method according to any one of claims 6-9.
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