CN1607495A - Setting method and device for intelligent voice information bridge - Google Patents
Setting method and device for intelligent voice information bridge Download PDFInfo
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Abstract
A designing method for intelligent phonetic information bridge designs a program taking the telephone phones as the media and using keys of DTMF identified caller of a phone for operating the IVR system on a platform of CTI system, ACD system, IVR, MDB and an aCC systems controlled by computer and connected by PSTN to determine the calling one identity by verification and presents corresponding phone hint by finding designed situation of said calling one personality in MDB to let the calling one select concrete information service items by phone dual voice multi-frequency key to find out the information provider providing related information service and waiting for access to select one bit or multiple bits( telephone conference) according to the route strategy and connect bridges of call in-and-out to exchange information.
Description
One, technical field
The present invention relates to a kind of method to set up and device of intelligent voice information bridge, also is the administrative skill of a kind of intelligentized voice messaging exchange and transmission.
Two, background technology
◆ the interpersonal communication discussion
Interpersonal information interchange has multiple mode, but all the sense organ by the people is achieved.It is the mouth by the people, a kind of important information interchange approach that ear is realized that interpersonal voice messaging exchanges, and mouth is the person of sending of information, and ear is the recipient of information.The information that obtains from voice has accounted for quantity of information very most of of whole acquisitions undoubtedly.
The purpose that interpersonal voice messaging exchanges has three kinds basically: inquiry, notice, discussion.
Inquiry exchanges main body and obtains information, knowledge there from exchanging object.
Notice exchanges main body and gives the interchange object with information, knowledge dissemination.
The implementation that present interpersonal voice messaging exchanges mainly contains: talk, meeting, phone.
Two voice messagings between going into exchange in the talk certain distance scope.
Phone realizes that by phone (comprising mobile phone) calling subscriber exchanges with voice messaging between the listener, comprises teleconference.
In particular moment, for voice messaging exchanged main body, it was very limited can selecting to exchange the object person as voice messaging, that is to say that it is little that voice messaging exchanges " circle ".
In fact, phone has shortened the distance between the people, but does not enlarge people's voice messaging interchange circle.A people can ask the way to the stranger in the street, talk with the stranger, but exchange or obtain the information with " old friend " of known telephone numbers except energy from the advisory service that common telephone number is arranged by phone, but can not make friends with new friend or obtain any response there from the people that required information can be provided, this helpless basic reason is not just known their telephone number in fact.
◆ the limitation of voice profile information
Voice profile information is a kind of automatic sound information service system towards content, its ultimate principle is automatic response message consultant's call, voice suggestion is provided, the caller selects query contents, input identification code etc. by suggestion content by telephone key-press, system gives the caller by DTMF call identifying person's button with corresponding voice messaging playback.
The limitation of voice profile information is from the contradiction between content completeness and the visit agility.Content has been lacked, and does not satisfy the query demand of shape form formula; Content is many, and tediously long voice suggestion usually surmounts inquiry's the limit of restraining oneself.
Voice profile information increases new service item, also needs to adapt service routine.In fact voice profile information is a simple Interaction Voice Response (IVR) system.
Although the voice profile information that has also provides the artificial speech consulting service except the automatic sound information service is provided, the professional seat personnel of require a collection ofly to do some training very often, the scope of one's knowledge is extensive wait to be accessed at any time.
◆ the deficiency of call center
Modern call center, integrated automatic call distribution (ACD), Interaction Voice Response (IVR) and computer telephone integration (CTI) technology are media with the call voice, the user can operate the computing machine of call center by the button on the telephone set.The mode that inserts the call center can be subscriber phone dial-up access, fax access, computing machine and modulator-demodular unit (MODEM) dial-up connection and internet address (IP address) visit etc., after the user inserts the call center, just can receive call center's briefing sound, voice suggestion according to the call center, just can insert database, obtain required information service, and realize processing such as storage, forwarding, inquiry, exchange, can also finish transaction by the call center.
" call center " replaces traditional counter service with the automatic inquiry mode of phone." call center " can provide service 24 hours every days incessantly at any time, and have than the better friendly service interface of counter service, the user needn't go to business office, as long as by phone acquired information rapidly just, deal with problems convenient, fast, increase the satisfaction of user to enterprises service.
The call center has broken away from the restriction of sales counter from distance, but does not obviously have on service content, because its unpromising calling subscriber provides personalized service, its seat setting is generally enterprises in addition, connects by interior lines.
Yet there are no the method to set up and the device of intelligent voice information bridge, be the appearance of exchange of intelligent voice messaging and transfer management technology, enable to make full use of phone and PSN (Public Switching Network) (PSTN) strategy bridge joint between voice information services demander and the voice information services supplier is provided.
Why not do we exchange main body at voice messaging and exchange frame one bridge block between the object with optimal voice messaging? like this, people's voice messaging alternating current coil will be extended to infinitely.
Three, summary of the invention
1. goal of the invention
The present invention seeks to: provide a kind of voice messaging to exchange the new method of information interchange between the subject and object, a kind of intelligent bridge promptly is provided---the method to set up and the device of voice information bridge, the present invention also is the method for a kind of intelligent voice information exchange and transmission, especially make full use of phone and public switched network (PSTN) strategy bridge joint between voice information services demander and the voice information services supplier is provided, the end points of bridge joint comprises mobile (numeral or the simulation) phone that is communicated with PSTN natch, the ISDN digital telephone, satellite phone also comprises the automatic sound information service system (information station) that voice content service is provided and the call center of self-organizing system.The invention provides an intelligent interpersonal voice messaging intercommunion platform, the portal website of a voice internet also is a phone e-commerce platform simultaneously.The present invention also aims to provide a kind of install mature and reliable, of many uses, the information transmission is more targeted, efficient is higher, more can meet individual requirements, the voice bridge joint (calling route) of the queuing of tool strategy and selection, and can be with the more medium and the instrument of low cost operation, in fact the present invention provides that a kind of audient's face is bigger, better effects if, the more telecommunication value-added service method of purposes and device.
2. invention technical solution
A kind of method to set up of intelligent voice information bridge, it is characterized in that PSTN connect by computer-controlled computer telephone integration (CTI) system, automatic call distribution (ACD) system, Interaction Voice Response (IVR), management database (MDB), automatically on the platform of customer service (ACC) system, setting is media with the call voice, realize the program of Interaction Voice Response (IVR) with the DTMF call identifying person's of telephone set button, computer platform also is provided with automatic customer service (ACC) system, allow the demander of voice information services to customize its information requirement personalizedly, also allow the supplier of voice information services that its service that can provide (information on services column is provided personalizedly, the service period, service class), like this, system is by the caller identification to dialling in, caller identity is determined in authentication, search this calling subscriber's (demander of voice information services) who stores in the management database personalized customization (information column, teleconference etc.), start personalized Interaction Voice Response flow process, by providing personalized voice suggestion, allowing the calling subscriber carry out multiple information project by phone dual-tone multifrequency button selects, until choosing specifying information project (leaf node of information classification tree), finding out from database can provide that corresponding information is served and wait information provider to be accessed, select 1 or multidigit (teleconference) as destination channel according to certain routing policy, and incoming call channel and exhalation channel bridge joint are got up to carry out information interchange.
1 of selecting of above-mentioned routing policy or multidigit can be informant's telephone numbers, the spy that also can provide the automatic sound information service system (information station) of content service obeys telephone number and DTMF button that obtains corresponding contents service required input and time-delay composite sequence, can also be the spy of the call center of self-organizing system obey telephone number and the DTMF button that obtains corresponding contents service required input and time-delay composite sequence (so, the present invention is the door of numerous call centers in some sense), removing this, also can be the voice messaging storehouse (voice document) network operator's customization and that the Audio on Demand service is provided of apparatus of the present invention natch.Incoming call channel and exhalation channel bridge joint can be and the inner voice messaging storehouse (voice document) of Computer Database bridge joint, also may be to carry out bridge joint by PSTN with outside information provider's phone.
The concrete application of said method is: the calling subscriber is as information demander, after identity is determined, leave information requirement in the database by apparatus of the present invention in by the previous customization of calling subscriber again, provide voice suggestion targetedly, allow the calling subscriber pass through the very fast option of phone dual-tone multifrequency button, after project is selected, system finds out from database can be provided that corresponding information is served and wait information provider to be accessed (Voice Information Service Provider), select 1 or multidigit (teleconference) according to certain routing policy, put through its registered phone number (except the Audio on Demand), and incoming call channel and exhalation channel bridge joint got up to carry out information interchange, allow information demander and information service person directly converse.The calling subscriber is as the informant, except that the service customization of automatic customer service system, two kinds of situations are arranged: the first by its previous customization leave the notice in the database in, the expense of urging is served, dial in startup or timing initiate notification, urge the expense service, dial from a plurality of channels and to be notify object, play content of announcement; It two is to have under the fully big attractive force prerequisite, gets involved the ongoing voice messaging of corresponding its service bar purpose and exchanges (demand for services person is conversing with the ISP but do not minding intervention).
The voice messaging that apparatus of the present invention are set up between voice information services demander and the voice information services supplier by equipment such as computing machine, voice plate card, telecommunications programme-controlled exchange, IP phone gateway, LAN switch, routers exchanges and transmission network, realizes information column management, customization management, Service Quality Management, client's accounting management, service evaluation management and bridge joint tactical management by computer software.
Customization management key especially of the present invention: the customization management realizes the personalized customization of registered client to information requirement to the voice information services demander, promptly selected its information of interest is served column (information classification leaf node) from the information project (information classification tree) of pressing the tree construction tissue, can also be Audio on Demand particular content (comprise with the voice document form exist can by the voice plate card playback be stored in database or the file system the information stores space or with the VoiceXML text exist can be by the TTS technology synthetic and playback be stored in information stores space in database or the file system), can also be the call voice chatroom of particular topic, the customization function of teleconference also is provided certainly; For the voice information services supplier, realize the personalized customization of the voice information services that registered client can provide, comprise information on services column, service time section, the grade of service (Service Level) etc.The realization of customization management can be passed through phone interactive voice question and answer, also can pass through internet site, can also realize customization by application program by the system maintenance personnel.
Realizing by automatic customer service system on the basis of customization, the present invention according to management database (MDB) to the tree construction tissue of information service classification and the personalized customization situation of voice information services demander (VISR), determine personalized flow process view, start Interaction Voice Response (IVR) and realize taking over seamlessly between each flow process, the caller has selected a concrete voice information services column (Voice Information Service Item) in certain IVR flow process, and control is handed to bridge joint routing manager (BRM) and called out till the route.
The present invention also is provided with bridge joint routing manager (Bridge Router Manager): bridge joint routing manager (BRM), according to the concrete sound information service column (VISI) of voice information services demander (VISR) by Interaction Voice Response (IVR) selection, search the voice information services supplier (VISP) that extemporaneous voice information services can be provided, estimate situation in conjunction with the history that these VISP provide voice information services to receive in history, the metering situation and the current account situation of voice information services were provided in the regular period, use default attractive force (Attractiveness) calculative strategy that leaves in the management database (MDB), discharge the priority that it provides voice information services, implement filtering policy and filter out candidate VISP, select a destination channel (exhalation channel) at random as bridge joint.
Hardware technology of the present invention realizes: intelligent voice information bridge total system architectural framework and call center are more approaching, it has two schemes can be for you to choose, one is based on computer telephone integration (CTI) scheme of PC microcomputer, its two scheme that is based on telecommunications programme-controlled exchange (PBX), different is that its software is realized and data organization technique, emphasize interior lines seat route under the most situation in call center, and intelligent voice information bridge of the present invention is more emphasized outside line bridge joint (comprise and be bridged to extension set), especially based on the basis of the customized customer of voice information services catalogue customization as bridge joint, integrated service quality assessment, the attractive force of historical metering situation and current account situation is calculated as the route queuing policy.The present invention is provided with the voice messaging bridge joint service shortcode of being convenient to remember, ask the unified door of bridge service as voice information services demander and voice information services supplier, also can be automatic customer service and set another independently shortcode, the unified door that carries out personalized customization as voice information services demander and voice information services supplier.
3. invention is used
1) hot line consulting
Imagine certain voice information services demander and only customized an information service column, then after it dialed special service number, system carried out authentication (if bound telephone number, then must not verify), promptly route to an information service provider there then automatically, they directly talk.The target of route also can provide the automatic sound information platform (treating as the information service provider) of specialized information service (being complementary with the information service column of voice information services demander customization), after the bridge joint success, plays reference content automatically by this information service center; Also can provide the automatic sound information platform (as 168) of extensive information service, after the bridge joint success, find this information service column to should extensive information serving the DTMF button of information service center and the composite sequence of delaying time by system, automatically send to extensive information service information service center, make this information service center walk around a plurality of Interaction Voice Response flow processs, the voice messaging consulting service of demander customization directly are provided.
2) customized information platform
This is the most typical application of voice information bridge, imagine certain voice information services demander and customized several information service columns, then after it dials special service number, system carries out authentication (if bound telephone number, then must not verify), from management database, find the demand customization of this demander, start the interactive voice question and answer, allow the demander oneself of voice information services select concrete information service column by the DTMF button, route to an information service provider there by system's automatic intelligent then, they directly talk, and realize information supply and demand bridge joint.The target of route also can provide the automatic sound information platform (treating as the information service provider) of specialized information service (being complementary with the information service column of voice information services demander customization), after the bridge joint success, plays reference content automatically by this information service center; Also can provide the automatic sound information platform (as 168) of extensive information service, after the bridge joint success, find this information service column to should extensive information serving the DTMF button of information service center and the composite sequence of delaying time by system, automatically send to extensive information service information service center, make this information service center walk around a plurality of Interaction Voice Response flow processs, the voice information services of demander customization directly is provided.
3) teleconference
Imagine certain voice information services demander and need organize a teleconference, he only needs to be scheduled to and to provide by automatic customer service system all participants' telephone number, as long as he dials special service number during meeting, after authentication, system can connect all participants' phone automatically and allow all participant's channel bridge joints, realizes MPTY.Reservation will be carried out session recording, begins to be recorded automatically by system from meeting.System also provides to be monitored and notice intervention function.
4) MPTY
MPTY is the simple form of teleconference, does not support to monitor and get involved.Imagine certain voice information services demander and need organize a good friend's phone party, all chat, so customizable MPTY offers system with its telephone number of wishing conversation, dial shortcode through after authenticating, can it be got up with giving conversation object bridge joint by system.
5) voice-enabled chat chamber
The voice-enabled chat chamber can be organized by theme by the door management system, and all insert the calling subscriber of same chatroom all by automatic bridge joint, and they can freely chat or wait for chat.
6) Audio on Demand
Audio on Demand is the content-based automatic sound information service of expanding on intelligent voice information bridge, system organizes the content of Audio on Demand by directory management by theme, classification, as song, highlights of a live recording of a film, Tang poems and Song ci etc., then according to the personalized customization of information service demander, start the Interaction Voice Response flow process, help its selection to listen to.
7) small-sized client service center
Medium and small sized enterprises can be with intelligent voice information bridge as its client service center, if its customer ID register in system and is finished mass customized, when these clients dial special service number and when authenticating, system routes to enterprise's agent phone with its calling automatically.
8) cross-region client service center
Some large and medium-sized enterprise sets up service centre or branch offices throughout the country, can be with intelligent voice information bridge as its cross-region client service center, as long as its customer ID registered in system and finished mass customized, when these clients dialed special service number and process authentication, system routed to its calling nearest enterprise's agent phone automatically.
9) notify, urge expense service centre
The notice that intelligent voice information bridge can provide according to enterprise, urge expense content and telephone number, realize that notification service serves with urging expense.System provides special data-interface.
10) phone ecommerce
Enterprise corresponding product, commodity column under the supply of commodities door are registered its voice information services, then when the voice information services demander of customization this product or demand for commodity service dial special service number and authenticated after, system can route to the trade company that corresponding product, commodity can be provided automatically according to routing strategy.Therefore, intelligent voice information bridge is a kind of phone e-commerce platform, and it allows the easier businessman that finds of client, as long as businessman steadily improves service, enhance attraction, has increasing client and finds it automatically.
11) commercial affairs get involved service
If certain commodity (or service) supply enterprise has fully big attractive force; system provides it initiatively to get involved the right of corresponding column conversation; as long as having customized, the voice information services supplier who is conversing pays no attention to other people intervention; competition between the goods providers is provided like this, has protected the interests of voice messaging demander (also be the commodity consumption person).
12) monitoring service
The conversation monitoring and recording service of customizing messages column or telephone number are provided for public security, security department.
4. invention effect
The characteristics of intelligent voice information bridge of the present invention are: the customization of the tree construction tissue of voice information services door, individual info service demander, individual info service supplier customization, based on the intelligent call routing policy of attractive force, from service object's voice information services evaluation.
The tree construction tissue of voice information services door: tree is an a kind of good structure of portraying the recursive hierarchical relation, carry out the classification of voice information services project with tree, no matter still on range, can both meet the demands in the degree of depth, the tree construction maintenance tool that a kind of in addition program realizes makes that the management of voice information services door is easily effective.
Individual info service supplier customization: it makes chartered voice information services supplier can customize its service time, telephone number, service column etc.In fact, intelligent voice information bridge can be interpreted as voice messaging portal website, all that voice information services person is the webpage on the website, and the voice information services demander is dialled in special service number, is routed to he interested " webpage " automatically and " browses " after authentication.
Service quality evaluation from the service object: allow the service object directly for server's marking, write down its satisfaction, so that system self-adaption is adjusted route.
Characteristics of the present invention and effect also are: intelligent voice information bridge is the infosystem of an integrated automatic call distribution (ACD), interactive voice question and answer (IVR), computer telephone integration (CTI), database (DB), business intelligence (BI), customized information door (PIP), IP phone (VoIP) technology, owing to provide a kind of voice messaging to exchange the intelligent bridging method that voice messaging exchanges between the subject and object, improved the efficient that voice messaging exchanges and spreads, utilized existing telephone to expand interpersonal voice messaging and exchange scope with public switched network (PSTN).The invention provides an intelligent interpersonal voice messaging intercommunion platform, the portal website of a voice internet also is a phone e-commerce platform.The present invention also aims to provide a kind of device, operating cost is low, and purposes is very extensive, and the information transmission is more targeted, with the voice bridge joint (calling route) that obtains personalization, strategyization.
Four, description of drawings
Fig. 1 is an intelligent voice information bridge structural representation of the present invention
Fig. 2 forms synoptic diagram for intelligent voice information bridge assembly of the present invention, has provided ten assemblies among the figure
Fig. 3 is system of automatic call dispatching working method figure of the present invention
Fig. 4 selects process flow diagram for Interaction Voice Response singly-bound of the present invention
Fig. 5 is Interaction Voice Response fixed length numeral word string inlet flow journey figure of the present invention
Fig. 6 is the elongated digital word string inlet flow journey figure of Interaction Voice Response of the present invention
Fig. 7 is the abstract Tree-structure Model data organization synoptic diagram of management data library component of the present invention
Fig. 8 is abstract Tree-structure Model building-block of logic in the management database of the present invention
Fig. 9 is an information portal of the present invention middleware working method synoptic diagram
Figure 10 is an information portal of the present invention middleware program process flow diagram
Figure 11 is bridge joint routing manager of the present invention, service quality evaluation, Interaction Voice Response working method synoptic diagram
Figure 12 is a bridge joint routing manager program flow diagram of the present invention
Figure 13 is a bridge joint routing manager on-hook handling procedure process flow diagram of the present invention
Figure 14 is the automatic customer service system functional structure chart of the present invention
Figure 15 is intelligent voice information bridge typical case Application Example of the present invention
Five, embodiment
Fig. 1 structure is based on computer telephone integration (CTI) scheme of PC microcomputer, computer telephone integration (CTI) is actually that the CTI integrated circuit board supported by PC realizes, typical C TI integrated circuit board model has SHT-16A-CT/PCI (16 road artificial line pci bus sound card), SHD-60A-CT/PCI/SS1 (SS7/ISDN) (pci bus high-density digital relay voice card), D321/641 PCI--numeral ISDN PRI (ISDN PRI) digital junction sound card, SHI-8A-IP/PCI (pci bus IP phone sound card) etc.The present support of these integrated circuit boards can have 64 channels at most, and every computing machine can be realized 480 channel abilitys to communicate by inserting the polylith card, and each channel all can be dialled in, transfer to, and online passage all can get up by the software control bridge joint.
The combination of the CTI of multiple pc support then can be supported the voice information bridge of suitable way among the figure, and all is connected the Sharing Management database with PSTN.Local information exchanges all by PSTN and PBX route, the route of cross-region trunk call is then by IP phone and strange land information service provider's telephone number bridge joint, the deployment of fire wall (Firewall) mainly is from the information security angle, prevent virus and assault, the continuous availability of safeguards system, simultaneously can establish a website (WEB SERVER), provide the internet of automatic customer service to realize and extensively propagate intelligent voice information bridge.
Hardware of the present invention also can realize that based on telecommunications programme-controlled exchange (PBX) it can provide more multi channel support, and different is its software realization technology, promptly need provide intelligent bridge joint route supervisor at the PBX DLL (dynamic link library).
Shown in Figure 2, intelligent voice information bridge is by ten assembly organic compositions.Be connected with PSTN by the computer-controlled automatic call distribution of local side (ACD) system, Interaction Voice Response (IVR), management database (MDB), customer service system (ACC), directory management system (DMS), policy management system (PMS), far management system (CMS), information portal middleware (IPM), bridge joint routing manager (BRM), service quality evaluation system (QoS) automatically, with the call voice is media, comes operating interactive voice answer-back (IVR) with the DTMF call identifying person's of telephone set button.Automatically call distribution here be narrow sense, finish by local side, i.e. all incoming calls will be routed to the idle channel of CTI by ACD.
Embodiment should be provided with client enrollment management and customized management program in the customer service system automatically, and provide the intelligent voice information bridge shortcode, after the voice information services demander is dialed the intelligent voice information bridge shortcode, system is by the caller identification to dialling in, caller identity is determined in authentication, by searching the individual demand customization of this voice information services demander (VISR), provide voice suggestion targetedly, by Interaction Voice Response (IVR), allow the calling subscriber pass through phone dual-tone multifrequency button via information portal middleware (IPM) and select the specifying information service item, after the specifying information service item is selected, by bridge joint routing manager (BRM) from management database (MDB), find out can provide the corresponding information service and etc. voice information services supplier (VISP) to be accessed, select 1 or multidigit (teleconference) according to certain routing policy, and incoming call channel and exhalation channel bridge joint got up to carry out information interchange, exchange the systems (QoS) such as starting service quality evaluation that finishes the voice information services of VISP is carried out quality assessment.
1 of selecting of above-mentioned routing policy or multidigit can be informant's telephone numbers, the spy that also can provide the automatic sound information service system (information station) of content service obeys telephone number and DTMF button that obtains corresponding contents service required input and time-delay composite sequence, can also be the spy of the call center of self-organizing system obey telephone number and the DTMF button that obtains corresponding contents service required input and time-delay composite sequence (so, the present invention is the door of numerous call centers in some sense), removing this, also can be the voice messaging storehouse (voice document) network operator's customization and that the Audio on Demand service is provided of apparatus of the present invention natch.Incoming call channel and exhalation channel bridge joint can be and the inner voice messaging storehouse (voice document) of Computer Database bridge joint, also may be to carry out bridge joint by PSTN with outside information provider's phone.
In conjunction with the accompanying drawings, each block analysis of intelligent voice information bridge is as follows.
The system of automatic call dispatching (Automatic Call Delivering System), as shown in Figure 3
Here refer to traditional system of automatic call dispatching, provide by telecom operators' local side.No matter the calling subscriber by plain old telephone, move (numeral or simulation) phone, still by isdn call system special service number, all route to some idle channels of CTI system, startup interactive voice response (IVR) by local side ACD by telecom operators.The access way of CTI and local side ACD can be an analog form, also can be digital form.
Interactive voice response provides in good time, appropriate voice suggestion and the response person's of dialling in Dual Tone Multifrequency button input to the person of dialling in.
The input of the person's of dialling in button is divided into singly-bound and selects three kinds of input, the word string input of fixed length numeral and elongated digital word string inputs, and each all provides the verification of input legitimacy, provides prompting as illegal.System's support answering of trying to be the first does not promptly wait voice suggestion to finish, and can interrupt prompting by button, enters next IVR flow process.
Interactive voice response is made up of some IVR flow processs, and the switching between the flow process is controlled by the flow definition in the management database.Three kinds of basic I VR flow processs are: singly-bound is selected input flow process, fixed length numeral word string inlet flow journey, elongated digital word string inlet flow journey.
Except that these three kinds basic IVR flow processs, also need simple announcement process, recording flow process (customer service system) etc. sometimes, and each flow process all there is on-hook detection feature.
Management database is to voice messaging door (Voice Information Portal), information service demander (VoiceInformation Service Requestor), information service provider (Voice Information Service Provider) and voice information services operating strategy (Voice Information Service Management Policy), the voice information services information such as (Voice Information Service Charging) of chargeing is carried out structurized tissue, is the intellectuality of intelligent voice information bridge, automatic operating provides the core guarantee.
The structure of management database is pressed tree construction data model tissue, and Fig. 7 organizes synoptic diagram for abstract tree construction data model, and Fig. 8 is the corresponding database Logic Structure Design.
Information portal middleware (IPM), mainly according to management database (MDB) to the tree construction tissue of information service classification and the personalized customization situation of voice information services demander (VISR), realize taking over seamlessly between Interaction Voice Response (IVR) flow process, the caller has selected a concrete voice information services column (Voice InformationService Item) in certain IVR flow process, and control is handed to bridge joint routing manager (BRM) and called out till the route.
Bridge joint routing manager (Bridge Router Manager) is shown in Figure 11-13
Bridge joint routing manager (BRM), according to the concrete sound information service column (VISI) of voice information services demander (VISR) by Interaction Voice Response (IVR) selection, search the voice information services supplier (VISP) that extemporaneous voice information services can be provided, estimate situation in conjunction with the history that these VISP provide voice information services to receive in history, the metering situation and the current account situation of voice information services were provided in the regular period, use default attractive force (Attractiveness) calculative strategy that leaves in the management database (MDB), discharge the priority that it provides voice information services, implement filtering policy and filter out candidate VISP, select route at random, selected back is by its registered phone number of system calling, after the connection incoming call channel and exhalation channel bridge joint are got up, allow the both sides of supply and demand of voice information services directly exchange.After voice messaging exchanged and finishes, system recommendations VISP was hung up in advance, and control will be handed to service quality evaluation system (QoS), by the evaluation of Interaction Voice Response (IVR) record VISR to VISP voice information services satisfaction.After the bridge joint route success, if VISP did not receive calls in the threshold values in preset time, provide voice information services, system will provide the service quality evaluation of this VISP automatically, call out route again after getting rid of this VISP.
Service quality evaluation system (Quality of Service)
Service quality evaluation mainly carries out from two aspects.
One is whether the supplier of voice information services serves according to its service promise by automatic customer service system customization, and mainly at the appointed time whether by response is called out and embodied.
Another aspect is whether the content of voice information services makes the service object satisfied, marks by service object's satisfaction and embodies.Scoring process is realized by the corresponding Interaction Voice Response flow process of service quality evaluation system start-up after the ISP is hung up automatically.Under the situation that the service object is hung up in advance or refused to mark, with information service provider's average mark as evaluation.
Automatic customer service system (Automatic Customer Care System), as shown in figure 14
For " intelligent voice information bridge " this system, the demander of voice information services and supplier are the client of system operator.System provides registration service, customize services, paying service, the account inquiry to them and estimates inquiry service.These customer services can be adopted internet, phone, the multiple mode of fax.
The registration service of voice information services demander: information service demander log-on message is fairly simple, the most basic information comprises the telephone number (the prepaid card user can not bind, and telecommunications collection charges user must bind) of unique identifier (can be user's card number), another name (differ and be decided to be Real Name), sex, password, binding etc.
Voice information services supplier's registration service: information service provider's log-on message is comparatively complete, and requires truly, and system operator should be signatory by standard form of contract and each voice information services supplier, standard both sides' commercial activity.The ISP of unit answers log-on message to comprise: unique identifier, organization, general mechanism code, unit industry code, unit-economy type code, competent authorities of unit code, the unit registered address, the unit operation address, legal representative, contact person, telephone number, the bank of deposit, number of the account, clearing form etc.; The individual service supplier answers log-on message to comprise: unique identifier, name, sex, ID (identity number) card No., occupation, technical title, bank's card number, clearing form etc.
Voice information services supplier's customize services: the customization of voice information services comprises information service column, service agent telephone number, arrangement service time etc.
Service is scheduled to, changes the date, is cancelled in teleconference: this function is that teleconference sponsor (information demander) provides the teleconference customization function, the information that provides comprises the time of meeting, whether needs recording, participant's telephone number etc., the meeting sponsor can be before meeting be held cancellation of meeting or change the date.System also provides functions such as session recording playback.
Voice information services supplier's account inquiry service: voice information services supplier's account inquiry can be applied for handling transferring accounts after the information service income reaches certain amount through the inquiry of information such as information consumption number of times, duration, the bridge service expense amount of money, information service income, account balance is provided after the password authentification.
Directory management system (Directory Management System)
Directory management provides the integrated maintenance of voice information services column taxonomic hierarchies, owing to adopt the data organization of tree construction, to voice messaging door implementation interpolation, reformation, refinement is very easily, voice suggestion can form voice document by recording on the one hand and realize, also can use the TTS technology to carry out phonetic synthesis automatically.This assembly also provides functions such as the management of information service provider's taxonomic hierarchies, voice recording management, voice recording montage, information service pricing management.
Policy management system (Policy Management System)
The strategy that relates in " intelligent voice information bridge " system mainly contains:
By parameterized weighting algorithm, calculate this voice information services supplier's attractive force (Attractiveness).
Service metering situation with in 1 year, in January and the same day three parameter characterizations of service times totally
Current account situation is with paying the fees remaining sum and characterize with the ratio (minimum 1 yuan) of cost of serving last month in advance, if an account is associated with a plurality of agent phones, the remaining sum of then paying the fees in advance should share each seat establish in 1 year, in January and same day accumulative total service times use t respectively
1, t
2, t
3Expression, service evaluation average mark, inferior high score, inferior low branch are used m respectively
1, m
2, m
3Expression, the remaining sum of paying the fees in advance represents that with b last month, cost of serving was represented with c, then attractive force A can be expressed as
A＝f(t
1，t
2，t
3；m
1，m
2，m
3；b，c)
Consider that from the load balancing angle obviously A should be t
1, t
2, t
3Monotonic decreasing function, t wherein
3Have the greatest impact t
2Take second place t
1Influence is minimum; Consider that from promoting the service quality angle A should be m
1, m
2, m
3Monotonically increasing function, m wherein
1Have the greatest impact m
2Take second place m
3Influence minimum; Consider that from the commercial operation angle A should be
Monotonically increasing function.
We characterize A with the function of following form:
λ+μ=1 wherein, c 〉=0.1.
After the attractive force ordering is finished, need filter and select the candidate information server.Filtering policy is with two parameter characterizations: minimum number of seats threshold values t and filtering screening ratio r%.When total seat number is less than threshold values t, does not implement to filter, otherwise select the bigger preceding r% of attractive force A.The seat that filtering policy filters out is determined route target through random sampling.
" intelligent voice information bridge " system realizes the two-way charging of voice information services demander (caller) with voice information services supplier (called), but some voice information services column is free of charge to the ISP, give its certain service income on the contrary, some voice information services column is then to the caller breath service fee (telephone charge self-care) of not collecting mail.
Far management system is at first realized the pricing management of voice information services column, and price embodies by caller paying price, called paying price, three parameters of called income deduction, and intelligent voice information bridge network operator's gross profit is constructed as follows:
P＝R
1+R
2-C
1-C
2+I
Wherein, R
1Be service income from voice information services demander (caller)
R
2Be service income from voice information services supplier (called)
C
1For the service income of paying voice information services supplier (called) is divided into
C
2For the service income of paying telecom operators is divided into or communication cost
I is the prepaid interest income
Far management system every month closes account according to ticket writing according to the pricing system of information service column, generates client's bill.
In Figure 15 intelligent voice information bridge typical case application examples, (1) Mr. Zhang uses mobile phone dialing intelligent voice information bridge customer service number, finish the registration of voice information services demander by binding phone mode (agree to move and withhold information charge), and customized counseling in marital problem and two voice information services columns of car consumption.(2) Miss Li is a shrink, marital problem expert, she by internet registry its voice information services supplier identity, and, customize weekly the marital problem consulting service are provided in 10 o'clock to 11 o'clock evening of Thursday with making call intelligent voice information bridge customer service number.(3) in 10: 20 evening of a Thursday, Mr. Zhang has put through the intelligent voice information bridge special service number, intelligent voice information bridge draws Mr. Zhang's telephone number by caller identification, search database and know this telephone number and voice information services demander Mr. Zhang binding, so knowing the calling subscriber is Mr. Zhang, according to the voice information services demand of Mr. Zhang's customization, provide personalized voice suggestion: " you are good! Intelligent voice information bridge is served for you.Health consultation is please by 1, and merchandise news is please by 2, and on-hook is asked in the cancellation service! " Mr. Zhang pressed 1 by the DTMF button, because Mr. Zhang has only customized column of marital problem consulting under the health consultation node, so needn't do unnecessary prompting by Interaction Voice Response again, what just know that Mr. Zhang is concerned about is marital problem.The bridge joint routing manager assembly of intelligent voice information bridge is found the seat that the marital problem consulting service can be provided at that time 30, attractive force queuing through integrated service quality, metering situation and account situation, keep top 10 (Miss Li is at the row of top 10) as candidate's seat, through selecting at random, just chosen Miss Li, so intelligent voice information bridge has been put through Miss's Li registered phone number, and incoming call channel and exhalation channel bridge joint got up, like this, Mr. Zhang and Miss Li directly converse.Behind the end of conversation, Miss Li is hung up (system recommendations) in advance, after system detects Miss's Li on-hook, points out to Mr. Zhang in time: " would you please by numerical key for voice information services supplier marking and with # bond bundle, full marks are 100 minutes." treating Mr. Zhang for after Miss Li marking finishes, system is thanked you to Mr. Zhang: " thank you uses intelligent voice information bridge, goodbye! " and hang up Mr. Zhang's incoming call channel.
Claims (10)
1. the method to set up of an intelligent voice information bridge, PSTN connect by computer-controlled computer telephone integration (CTI) system, automatic call distribution (ACD) system, Interaction Voice Response (IVR), management database (MDB), automatically on the platform of customer service (ACC) system, setting is media with the call voice, the program of coming operating interactive voice answer-back (IVR) system with the DTMF call identifying person's of telephone set button, it is characterized in that default is by the caller identification to dialling in, caller identity is determined in authentication, by searching the personalized customization situation of this calling subscriber in the management database, provide voice suggestion targetedly, allow the calling subscriber pass through phone dual-tone multifrequency button and select the specifying information service item, finding out from management database can provide that corresponding information is served and wait information provider to be accessed, select 1 or multidigit (teleconference) according to routing policy, and incoming call channel and exhalation channel bridge joint are got up to carry out information interchange.
2. by the method to set up of the described intelligent voice information bridge of claim 1, the supervisory routine that it is characterized in that the set information classification of service, by management database (MDB) to the tree construction tissue of information service classification and the personalized customization situation of voice information services demander (VISR), determine personalized flow process view, taking over seamlessly between realization and Interaction Voice Response (IVR) flow process, the caller has selected a concrete voice information services column (Voice Information ServiceItem) in certain IVR flow process, and control is handed to bridge joint routing manager (BRM) and called out till the route.
3. by the method to set up of the described intelligent voice information bridge of claim 1, it is characterized in that being provided with bridge joint routing manager (Bridge Router Manager): the concrete sound information service column (VISI) that it is selected by Interaction Voice Response (IVR) according to voice information services demander (VISR), search the voice information services supplier (VISP) that extemporaneous voice information services can be provided, estimate situation in conjunction with the history that these VISP provide voice information services to receive in history, the metering situation and the current account situation of voice information services were provided in the regular period, use default attractive force (Attractiveness) calculative strategy that leaves in the management database (MDB), discharge the priority that it provides voice information services, implement filtering policy and filter out candidate VISP, select at random as the bridge joint destination channel.
4. by the method to set up of the described intelligent voice information bridge of claim 1, it is characterized in that being provided with the CTI that multiple pc is supported, and all be connected with PSTN, local information exchanges all by PSTN and programme-controlled exchange (PBX) route, and the routing intelligence ground of trunk call is by IP phone gateway and strange land information service provider's telephone number bridge joint.
5. by the method to set up of the described intelligent voice information bridge of claim 1, it is characterized in that being provided with custom web site, voice information services demander and voice information services supplier all can be realized registration, personalized customization, inquire about and pay the fees by the internet.
6. by the method to set up of the described intelligent voice information bridge of claim 1, it is characterized in that described specifying information project (leaf node of information classification tree), information organization with tree, node, leaf, entity, the several database tables realization of branch node ancestors chain all levels taxonomic structure realizes message reference power classification mechanism by feature subtree root node.
7. by the method to set up of the described intelligent voice information bridge of claim 1, it is characterized in that content tissue and DTMF keystroke sequence (considering the time-delay situation) according to automatic sound information information on services platform, the personalized bridge joint of intelligent voice information bridge relevant information column and information station is provided, the bridge joint important parameter comprises the DTMF button and time-delay composite sequence of information station's shortcode and the inquiry of this information column corresponding informance platform, thereby make the voice information services demander after intelligent voice information bridge bridges to information station's special service number, walk around unnecessary Interaction Voice Response flow process, directly listen to personalized voice content.
8. by the method to set up of the described intelligent voice information bridge of claim 1, it is characterized in that seat arrangement according to the call center of establishing one's own system, the personalized bridge joint of intelligent voice information bridge relevant information service column and call center is provided, the bridge joint important parameter comprises this call center's shortcode and the required DTMF button and time-delay composite sequence of the corresponding call center of this information column seat route, thereby make the voice information services demander after intelligent voice information bridge bridges to call center's special service number, walk around unnecessary Interaction Voice Response flow process, be routed directly to the corresponding seat in call center.
9. by the method to set up of the described intelligent voice information bridge of claim 1, the voice suggestion that it is characterized in that Interaction Voice Response can be any formatted voice file that voice plate card can be play, and also can be the VoiceXML text of realizing playback by TTS.
10. by the method to set up of the described intelligent voice information bridge of claim 1, it is characterized in that routing policy selects 1 or multidigit can be informant's telephone numbers, the spy that also can provide the automatic sound information service system (information station) of content service obeys telephone number and DTMF button that obtains corresponding contents service required input and time-delay composite sequence, the spy that can also be the call center of self-organizing system obeys telephone number and DTMF button that obtains corresponding contents service required input and time-delay composite sequence, it also can be the voice messaging storehouse (voice document) network operator's customization and that the Audio on Demand service is provided of apparatus of the present invention, incoming call channel and exhalation channel bridge joint can be and the inner voice messaging storehouse (voice document) of Computer Database bridge joint, also may be to carry out bridge joint by PSTN with outside information provider's phone.
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| CN101106606B (en) * | 2007-07-12 | 2010-07-14 | 中兴通讯股份有限公司 | Method for interactive voice response to soft automatic call allocation and registration |
| CN101150419B (en) * | 2007-11-12 | 2010-09-29 | 中国电信股份有限公司 | A new generation call center system and automatic service realization method |
| CN101163173B (en) * | 2007-11-26 | 2010-10-06 | 中国电信股份有限公司 | System and method for performing audio content customized push through telephone network |
| CN101877706A (en) * | 2010-06-24 | 2010-11-03 | 北京邮电大学 | Multi-terminal multimedia conference control system and implementation method |
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| CN102148910A (en) * | 2011-01-19 | 2011-08-10 | 洪波 | Office software and enterprise private branch exchange (PBX) combined operation system and method |
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| CN103873706A (en) * | 2012-12-18 | 2014-06-18 | 北京裕丰大通科技有限公司 | Dynamic intelligent voice recognition IVR (Interactive Voice Response) service system |
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| CN101106606B (en) * | 2007-07-12 | 2010-07-14 | 中兴通讯股份有限公司 | Method for interactive voice response to soft automatic call allocation and registration |
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| CN101163173B (en) * | 2007-11-26 | 2010-10-06 | 中国电信股份有限公司 | System and method for performing audio content customized push through telephone network |
| CN101202795B (en) * | 2007-11-28 | 2011-08-10 | 中国电信股份有限公司 | Method and system for audio frequency content user recording |
| CN101645987B (en) * | 2008-08-07 | 2011-11-30 | 中兴通讯股份有限公司 | Routing system and routing method for call center |
| CN102239676B (en) * | 2009-10-29 | 2014-12-17 | 思科技术公司 | Using pstn reachability in anonymous verification of voip call routing information |
| CN102239676A (en) * | 2009-10-29 | 2011-11-09 | 思科技术公司 | Using pstn reachability in anonymous verification of voip call routing information |
| CN101877706B (en) * | 2010-06-24 | 2013-04-17 | 北京邮电大学 | Multi-terminal multimedia conference control system and implementation method |
| CN101877706A (en) * | 2010-06-24 | 2010-11-03 | 北京邮电大学 | Multi-terminal multimedia conference control system and implementation method |
| CN102148910A (en) * | 2011-01-19 | 2011-08-10 | 洪波 | Office software and enterprise private branch exchange (PBX) combined operation system and method |
| CN102148910B (en) * | 2011-01-19 | 2013-10-23 | 洪波 | Office software and enterprise private branch exchange (PBX) combined operation system and method |
| CN103873706A (en) * | 2012-12-18 | 2014-06-18 | 北京裕丰大通科技有限公司 | Dynamic intelligent voice recognition IVR (Interactive Voice Response) service system |
| CN103873706B (en) * | 2012-12-18 | 2016-12-28 | 北京裕丰大通科技有限公司 | Dynamic and intelligent speech recognition IVR service system |
| CN105138812A (en) * | 2015-05-13 | 2015-12-09 | 河南师范大学 | Remote mental health consultation system and data transmission method therefor |
| CN111416914A (en) * | 2020-01-07 | 2020-07-14 | 国网浙江省电力有限公司金华供电公司 | Artificial intelligence voice interaction service system |
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