CN101686286A - Realizing method and system of automatic business process with full voice service - Google Patents

Realizing method and system of automatic business process with full voice service Download PDF

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Publication number
CN101686286A
CN101686286A CN 200810168339 CN200810168339A CN101686286A CN 101686286 A CN101686286 A CN 101686286A CN 200810168339 CN200810168339 CN 200810168339 CN 200810168339 A CN200810168339 A CN 200810168339A CN 101686286 A CN101686286 A CN 101686286A
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module
text
user
voice
speech
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CN 200810168339
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明 罗
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中兴通讯股份有限公司
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Abstract

The invention discloses a realizing method of an automatic business process with a full voice service, comprising the following steps: a service controlling point (SCP) module controls a voice-to-textmodule to convert the voice of a user into text after a user call is received; the text is trimmed into key words or key sentences and is converted into voice through a text-to-voice module; the voice is then broadcasted to a user to confirm; after the validity of the voice is confirmed by the user, corresponding service information is broadcasted to the user through an interactive voice response(IVR) module. The invention also discloses a realizing system of the automatic business process with the full voice service. The invention can effectively reduce the fussy push-button operation of the user, shorten the system occupation time and improve the user satisfaction degree, and meanwhile, the invention also improves the efficiency of the call center and reduces the cost of the call center.

Description

一种具有全语音服务的自动业务流程实现方法及系统 Having a full voice services and automated business processes Implementation System

技术领域 FIELD

本发明涉及通讯和计算机领域,尤其涉及一种具有全语音服务的自动业务流程实现方法及系统。 The present invention relates to computers and communications, and more particularly relates to a full automatic voice service orchestration method and system.

背景技术 Background technique

呼叫中心作为一种能充分利用现有通信手段和计算机技术的全新现代化服务方式,已引起越来越多人的关注。 As a new modern call center service way to make full use of existing means of communication and computer technology, it has attracted more and more attention. 从全球范围来看,呼叫中心的业务量 From a global perspective, the business volume of the call center

增长速度非常之快的,国外Frost&Sullivan公司在2007年底预测,未来五六年内亚太地区的呼叫中心业务将维持强劲增长势头。 The growth rate is very fast, the foreign company Frost & Sullivan in late 2007 predicted that the next five or six years the call center business in Asia Pacific will maintain strong growth momentum. 国内虽然起步相对4交晚,但目前也已成为IT行业中重要的发展方向之一,种种迹象表明,我国呼叫中心市场已经处于大规才莫投入阶段,市场趋于成熟,很多行业都在考虑构建自己的呼叫中心系统,为自身业务服务。 Although China started relatively late delivery 4, but has now also become an important direction of development of the IT industry, there are indications that our call center market has been in a large scale only Mo input stage, the market is maturing, many industries are considering build your own call center system for their business services.

在目前的呼叫中心的自动业务流程是通过移动终端或者固定电话拨打接入码,通过交换机的号码分析,把业务引入到该接入码对应的自动业务中去,自动业务再按照预设置的自动业务流程在IVR (interactive voice response,交互式语音应答)模块的媒体服务器或MRB (Media Resources Board,存储媒体控制板)取出对应的语音,进行放音操作,用户根据放音内容,进行选择按键,引导用户去完成自己需要的服务。 In current automated call center is a business process through a mobile terminal dials an access code or a fixed telephone, by analyzing the number of switches, the service is introduced into the access code corresponding to the automatic service, traffic is automatically re-set automatically according to pre business processes IVR (interactive voice response, IVR), or a media server MRB (media Resources Board, the storage medium control board) corresponding to a voice extraction module, a playback operation, the user according to the voice content, selection buttons, guide the user to complete the service they need.

通过以上流程,我们可以看到目前的呼叫中心的自动业务流程的整个处理过程都是按照预先设置好的流程进行播报,现在的流程是越来越多,越来越复杂,上级流程嵌套多个下级流程,这样的话,用户就会根据语音播^^在不停的进行按键操作,并且由于语音播报的时间较长,有些操作是需要听到最后才知道选择的,这样,就导致了系统处理的效率极度低下,同时,浪费了不少金钱和占用了很长时间的系统资源,不能给用户快速的进行服务,从而降低服务质量,降低了用户满意度。 Through the above process, we can see the whole process automated business processes of the current broadcast call center are carried out in accordance with pre-set process, the process is now more and more and more complex, higher-level nested multi-process a lower flow, in which case, the user will be based on a voice broadcast ^^ kept the key operation, and voice broadcast due to the long period of time, some action is needed to hear the last to know selected, so that the system has led to the processing efficiency is extremely low, at the same time, wasted a lot of money and take up system resources for a long time, can not be fast services to users, thereby reducing the quality of service, reduce customer satisfaction.

4我国呼叫中心研究工作起步比较晚,但近年来发展很快,众多厂家都投入相当大的人力财力来开发呼叫中心系统,目前,在国际上,很多厂家都在 4 of call center work started late, but developed rapidly in recent years, many manufacturers have invested considerable human and financial resources to develop the call center system, currently in the international arena, many manufacturers are

加大力度研发语音转文本^t块,特别的是,Samsung公司开发了一款语音转文本的手机,采用了最新的voicemode (语音^^式)技术,在google公司也正在开发一个以语音转文本进行搜索的服务系统,因此,推动了这一领域的快速发展,随着这些技术的发展,呼叫中心系统也已经进入到大规冲莫应用时代,而目前传统的自动业务是按照预设置流程进行呼叫来为用户服务,这样,就不能更人性化的为用户进行服务,因而如何更贴近用户为之服务,就成了急需解决问题。 Increase efforts to develop a voice-to-text ^ t block, specifically, Samsung has developed a mobile phone's voice-to-text, using the latest voicemode (^^ voice type) technology, google the company is also developing a voice-turn text search service system, therefore, promote the rapid development in this field, with the development of these technologies, call center system has also entered into large-scale application Chong Mo era, and the current traditional automated business processes in accordance with pre-set to make a call to customer service, so that you could not be more user-friendly service for users, and therefore closer to the user how to serve, it becomes an urgent need to solve the problem.

发明内容 SUMMARY

本发明要解决的技术问题就是提出一种具有全语音服务的自动业务流程实现方法及系统,解决现有技术中语音服务自动业务中用户需要进行多次按键操作,系统处理的效率低下的问题,使用户快速方便的得到服务。 The present invention is to solve the technical problem is to provide a voice service with full automated method and system for business processes to solve the prior art problem of low efficiency in the automatic service user voice services require multiple key operation, the processing system, It enables users to quickly and easily serviced.

为了解决上述技术问题,本发明提供一种具有全语音服务的自动业务流程实现系统,包括交换机、业务控制点SCP模块、交互式语音应答IVR模块、数据库,还包括语音转换文本才莫块和文本转换语音模块;其中,所述SCP才莫块用于对语音转换文本模块、文本转换语音模块、IVR模块、数据库进行控制;所述语音转换文本模块用于接收IVR模块发送的语音,将所述语音转换成文本,进而整理成关键词组或关键语句或标识符;所述文本转换语音模块用于将所述关键词组或关键语句转换成语音,发送给IVR模块;所述IVR模块用于根据SCP模块的控制,播放相应的提示音,接收用户的语音发送给语音转换文本模块,接收并播放文本转换语音模块发送的语音,以及从数据库中提取对应业务的服务信息并播放给用户。 To solve the above technical problem, the present invention provides a business process having a full automatic voice service implementation system, comprising a switch, service control point SCP module, an interactive voice response IVR module, a database, further comprising a voice converting text blocks and text only Mo speech conversion module; wherein said SCP only Mo text block for voice conversion module, the text-to-speech module, IVR module, database control; the text-speech conversion means for receiving the speech transmitted IVR module, the speech into text, and further organized into groups or keywords or key phrases identifier; the text-to-speech module for converting the set of keywords or key phrases into voice, is sent to the IVR module; IVR module according to the SCP control module, play the corresponding tone, the receiving user's voice to a text-speech conversion module, receiving and playing the text-to-speech voice transmission module, and extracts the corresponding service information from the service database and played to the user.

进一步地,用户拨打接入号后,所述SCP模块通过智能网应用协议触发自动业务。 Further, the user dials an access number, the SCP triggers the automatic service module via Intelligent Network Application Protocol.

进一步地,所述SCP模块还用于查询、修改、删除、增加数据库记录,以及将日志存储到数据库。 Further, the SCP module is further configured to query, modify, delete, database records increases, and the log stored in the database.

进一步地,所述语音转换文本^t块以及语音转换文本才莫块安装在独立的服务器上,底层与SCP模块、IVR模块进行通讯。 Further, the text-speech conversion ^ t blocks, and Mo only text-speech conversion block is mounted on a separate server, and the bottom module SCP, IVR module communicates.

为了解决上述技术问题,本发明还提供一种具有全语音服务的自动业务流程实现方法,包括:接收到用户电话后,SCP模块控制语音转换文本模块将用户的语音转换成文本,将该文本进行整理成关键词组或关键语句,经文本转换语音模块转换为语音,播放给用户确认,用户确认正确后,将相应的服务信息通过IVR模块播报给用户。 To solve the above technical problem, the present invention also provides automated business processes having full voice services implemented method comprising: receiving a user after a telephone, the SCP module controls the text-speech conversion module converts the user's voice into text, the text for organized into key phrases or key phrases, converts the text to speech module for voice, played to the user confirmation, after the user confirms correct, the corresponding broadcast service information to the user via the IVR module.

进一步地,所述方法包括如下步骤: Furthermore, the method comprising the steps of:

(1) 交换机将用户打进的电话接入到SCP^t块; (1) The user switches incoming calls to access SCP ^ t block;

(2) SCP模块控制IVR模块播放欢迎词,以及询问用户需要何种服务; (2) SCP IVR module control module to play welcome words, and ask what services you need;

(3) IVR^莫块接收用户用语音表达的内容,发送至语音转换文本才莫块;(4 )语音转换文本^t块将所述语音转换成文本; (3) IVR ^ Mo content receiving block expressed user voice, text-speech conversion before transmission to block MO; (4) the text-speech conversion ^ t block the voice into text;

(5 )语音转换文本模块将上述文本进行整理成关键词组或关键语句; (5) the text-speech conversion for the text module will be organized into groups keywords or key phrases;

(6)文本转换语音模块将所述关键词组或关键语句转换成语音,通过IVR模块播放出来; (6) a text to speech module to said keywords or key phrases set into voice, played through the IVR module;

(7 ) IVR才莫块接收用户反馈的正确或错误的语音,发送至语音转换文本 (7) IVR block was received correctly or Mo erroneous speech user feedback, send a text to speech conversion

模块; Module;

(8 )语音转换文本一莫块将该语音转换成系统能够识别的标识符,若标识符显示为正确,则SCP模块从数据库中查出相应的服务信息,通过IVR模块播报给用户。 (8) Mo a text-speech conversion block converts the voice can be recognized as a system identifier, if the identifier is displayed correctly, the SCP module to identify the corresponding service information from the database, broadcast to the user through the IVR module.

进一步地,所述步骤(5)中,所述语音转换文本^t块把上述文本与数据库中存在的关键词组或关键语句进行比较,从而提取出关键词组或关键语句。 Further, the step (5), the voice converting text to said text block ^ t exist in the database with keywords or key phrases are compared groups, thereby extracting key words or key phrases group.

进一步地,所述步骤(8)中,语音转换文本才莫块将该语音转换成文本,再将该文本内容与数据库中存在的关键词组或关键语句进行比较,从而转换成系统能够识别的标识符。 Further, the step (8), the voice conversion block converting the text only Mo voice into text, then the text is compared with the set keyword exists in the database or key phrases, for conversion into an identification system to identify symbol.

进一步地,所述步骤(8)中,若标识符显示为错误,则SCP模块控制IVR模块提示用户重新说出需要何种服务,返回执行步骤(3)。 Further, the step (8), when an error is displayed as an identifier, the SCP control module IVR module which needs to prompt the user to say the service, returns to step (3).

进一步地,述步骤(8)中,若标识符显示为错误,且超过标识符最多错误次数,则SCP模块控制直接结束本次流程,或者,SCP模块控制转向传统 Further, the above step (8), when an error is displayed as an identifier, and the identifier exceeds a maximum number of errors, the SCP control module directly ends the process, or, a conventional steering control module SCP

的多按键流程。 The multi-button process.

本发明可以有效的减少用户的繁琐按键操作,缩短系统占用时间,提高用户的满意度,同时也提高这个呼叫中心的效率,降低呼叫中心的成本。 The present invention can effectively reduce the user's cumbersome key operation, shorten the system takes time to improve user satisfaction, but also improve the efficiency of the call center, to reduce the cost of the call center.

附图说明 BRIEF DESCRIPTION

图1是本发明实施例的系统结构示意图; 图2是本发明实施例的流程示意图; 1 is a schematic system configuration of an embodiment of the present invention; FIG. 2 is a flow schematic diagram of an embodiment of the present invention;

图3是本发明应用实例的采用具有全语音服务自动业务流程的呼叫中心为用户进行服务的流程图。 FIG 3 is a flowchart of call centers using voice services with full automated business processes and services for users of the application example of the present invention.

具体实施方式 Detailed ways

本发明的核心思想是:减少用户的按键操作,采用全语音服务的方式为用户进行服务。 The core idea of ​​the present invention are: to reduce the user's key operation, by way of full voice service for users and services.

在本发明中,根据用户拨打接入号码,进入到自动业务流程,播放欢迎词后,直接提示用户"请问您需要什么服务"等,然后,用户直接通过语音表述自己需要得到的服务,系统通过语音转换文本才莫块,把语音的关键词进行转换成系统识别的关键词组或关键语句,并且由系统进行组合,组合完成后,再通过文本转换语音模块进行转换成语音,把转换好的关键词组或关键语句的语音播报给用户,用户根据系统播报内容情况,再用语音方式跟系统进行交互,来表达播报的内容正确或错误,系统根据语音内容(正确或错误) 再通过语音转换文本才莫块转换成文本,然后,将该文本内容转换成自动业务流程能够识别的标志符,通过这个标志符去判断流程走向,如果标识符显示为正确,系统直接接入到该末端流程,从而使用户直接得到服务,如果错误, 系统 In the present invention, according to the user dials an access number, enter the auto business processes, playing greeting, prompts the user to direct "Do you need any services", then the user through voice express direct services they need to get the system through Mo only text-speech conversion block, the speech recognition system is converted into keywords keywords or key phrases group, and combined by the system, after the completion of the combination, and then converted into speech by a text-to-speech module to convert the key good voice key phrases or statements broadcast to the user, and then by voice to interact with the system. the system broadcast content, the broadcast content to express the right or wrong, the system according to the speech content (right or wrong) and then convert the text by voice only Mo converted to text blocks, and then, the converted text can be recognized automatically business process identifier, to judge by this identifier to process, if the identifier is displayed correctly, access the system directly to the end of the process, such that You get the service, if the error, system 就提示用户重新通过语音来表达需要服务的内容,再根据上述过程来完成整个用户服务的呼叫过程。 It prompts the user to re-express the content of services required by voice, and then to complete the entire customer service call process according to the above process.

本发明采用了语音转换文本模块与文本转换语音模块的组件,语音转换文本模块和文本转换语音模块可以安装在一台独立的PC SERVER (服务器) 上,通过配置连接到IVR模块,用户的语音首先经过语音转换文本才莫块进行转换处理,在转换完成后,系统进行关4建词整理,得到系统能够识别并且可以用来触发下一个动作的关键词组或关键语句,再采用文本转换语音模块转换成系统语音,通过IVR模块播报给用户,等待用户确认这个关键词组或关键语句正确或错误,用户通过语音方式说出正确或者错误,系统再通过语音转换文本模块把这个语音转换成系统识别的标识符,自动业务流程根据这个标识符来触发下一个动作。 The present invention uses an assembly-speech text block and text-to-speech module and speech conversion text block and text-to-speech module may be mounted on a separate PC SERVER (server) connected to the IVR module configuration, a user's voice is first after converting the text voice conversion processing block only Mo, after the conversion is complete, the system 4 built words off, to give the system to recognize the next action and can be used to set a keyword or key phrases triggered, then using text to speech conversion module voice synthesis system, broadcast by the IVR module to the user waits for the user to confirm the keywords or key phrases set right or wrong, the user speaks right or wrong by voice, then the system converts the text block to speech by the speech recognition system to convert the identity Fu, automated business processes based on this identifier to trigger the next action.

下面结合附图及具体实施例对本发明进行详细说明。 Specific embodiments of the present invention will be described in detail below in conjunction with the accompanying drawings and.

如图l所示,本发明实施例的系统包括:SCP ( service control point,业务控制点)模块、语音转换文本模块、文本转换语音模块、IVR模块、数据库、交换机; Shown in Figure l, the system of the present invention embodiment includes: SCP (service control point, service control point) module, a text-speech conversion module, the text-to-speech module, IVR module, a database, a switch;

其中,所述交换机用于将用户的电话接入至SCP模块; Wherein the switch for the user's phone to access SCP module;

所述SCP模块用于对业务进行控制,用户拨打接入号后,通过INAP (Intelligent Network Application Protocol ,智能网应用协议)触发自动业务, 根据自动业务流程,对语音转换文本模块、文本转换语音模块、IVR一莫块、 数据库进行控制,包括控制IVR模块接收和播放语音;控制语音转换文本模块将语音转换为文本,进而整理成关键词组或关^l建语句或标识符,控制文本转换语音模块将文本转换成语音;所述SCP模块还用于查询、修改、删除、 增加数据库记录,以及将日志存储到数据库; The SCP module is configured to control traffic, the user dials an access number, the INAP (Intelligent Network Application Protocol, Intelligent Network Application Protocol) service is triggered automatically, automatic business process, converting the text to speech module, a text-to-speech module , a Mo IVR blocks, database control, comprising a control module to receive and play IVR voice; text-speech conversion control module converts speech to text, and further organized into groups or keywords ^ l construction statement or off identifier, the voice-text conversion control module convert text to speech; the SCP module is further configured to query, modify, delete, database records increases, and the log stored in the database;

所述语音转换文本模块是本发明的重点部分,该模块用于接收IVR模块发送的语音,将所述语音转换成文本,进而整理成关键词组或关键语句或标识符;该模块可以安装在独立的PC SERVER上,通过配置文件,使它在底层(比如socket, wintcp等方式)与SCP模块、IVR模块进行通讯; The text-speech conversion module is the key part of the present invention, the IVR module receiving means for transmitting voice, converts the speech into text, and further organized into keywords or key phrases, or group identifier; the module can be installed in a separate on PC SERVER, through the configuration file, it communicates with the SCP module, IVR module at the bottom (such as socket, wintcp etc.);

所述文本转换语音模块也是本发明的重要组成部分,它将文本转换成语音,可以把储存在电脑中的文件转换成自然语言,通过这个^^莫块来完成文字转换语音的功能;在本发明实施例中,该^i块用于将关键词组或关键语句转换成语音,发送给IVR模块;该模块可以安装在独立的PC SERVER上,通过配置文件,使它在底层(比如socket, wintcp等方式)与IVR模块、SCP An important part of the text-to-speech module of the present invention also will text converted into speech, can be stored in a computer file converted into a natural language, to complete the character conversion function of the speech by the block ^^ Mo; in the present Inventive embodiments, the ^ i block for converting keywords or key phrases into voice group, sent to the IVR module; the module can be installed on a separate PC SERVER, through the configuration file, it at the bottom (such as socket, wintcp etc.) with the IVR module, SCP

8模块进行通讯; 8 module for communication;

所述IVR模块主要提供放音收号、发送/接收传真、录音等功能,在本发明实施例中,该模块用于根据SCP模块的控制,播放相应的欢迎词及提示音, 接收用户的语音发送给语音转换文本才莫块,接收并播;改文本转换语音才莫块发送的语音,以及从数据库中提取对应业务的服务信息并播放给用户;该模块一般位于单独的媒体服务器(PC SERVER)上; The IVR module is mainly to provide playback digit collection, send / receive faxes, recording and other functions, in an embodiment of the present invention, the module according to the control module SCP, and play the appropriate greeting tone, receives a user's voice send to voice converter text only Mo block, receive and broadcast; modified text to speech only Mo block voice transmission, and extracts the corresponding service from the database service information and played to the user; the module is typically located in a separate media server (PC sERVER )on;

所述数据库用于存储语音服务信息及业务控制数据信息,以及日志信息。 A database for storing information of the voice service and data service control information, and log information.

如图2所示,本发明实施例的方法包括如下步骤: 2, the method of an embodiment of the present invention comprises the steps of:

步骤201,当用户打进电话,交换机将该电话接入到SCP模块; Step 201, when the user into the phone, the phone switches to the SCP access module;

步骤202, SCP模块控制IVR模块按照自动业务流程播放欢迎词,以及询问用户需要何种服务; Step 202, SCP module controls the IVR module player greeting according to automated business processes, and ask what services you need;

步骤203,用户用语音表述自己需要得到的服务,IVR模块接收该语音, 发送到语音转换文本模块; Step 203, a user writes with the services they require voice, IVR module receives the speech, transmitting the text-to-speech module;

步骤204,语音转换文本一莫块将所述语音转换成文本; Step 204, a text-speech conversion block converting the Mo voice into text;

步骤205,语音转换文本模块对上述文本进行整理,得到系统能够识别并且可以用来触发下一个动作的关键词组或关键语句; Step 205, the text-speech conversion module to said text sort, and to give the system to recognize key phrases may be used to trigger or key phrases a next action;

具体来说,语音转换文本模块把该文本与数据库中存在的关键词组或关键语句进行比较,从而提取出关键词组或关键语句; Specifically, the text-speech conversion module to the text compared to a database existing keywords or key phrases group, thereby extracting the keywords or key phrases group;

步骤206,文本转换语音模块将所述关键词组或关键语句转换成语音, 通过IVR模块播放出来; Step 206, the text converter module to the speech keywords or key phrases set into voice, played through the IVR module;

步骤207,用户通过语音方式说出正确或者错误,IVR模块接收该语音, 发送到语音转换文本片莫块; Step 207, the user speaks a right or wrong by voice, IVR module receives the speech, text to speech transmission MO block sheets;

步骤208,语音转换文本才莫块将该语音转换成文本,再将该文本内容与数据库中存在的关键词组或关键语句进行比较,从而提取出关键词组、关键i吾句或标识符; Step 208, the only text-speech conversion block converts the voice Mo into text, then the text is compared with the set keyword exists in the database or key phrases, thereby extracting key phrases, sentences or key identifier I i;

步骤209, SCP模块中自动业务流程根据所述标识符判断流程走向,如果标识符显示为正确,则执行下一步;如果标识符显示为错误,则执行步骤211; Step 209, SCP module automated business processes to the process according to the identifier determination, if the identifier is displayed correctly, the next step is executed; if the identifier is displayed as an error, step 211 is executed;

步骤210, SCP ^t块中自动业务流程根据这个标识符直接进入到用户需要服务的末端流程,由SCP模块中自动业务流程通过查询、修改、删除或增加语句进行查询、修改、删除或增加数据库记录,通过IVR模块将数据库中相应的语音服务信息播报给用户,然后把日志信息保存到数据库,作为业务后续处理依据和工作统计的数据来源,结束流程。 Step 210, SCP ^ t automated business processes block identifier according to the user needs to enter directly into the end of the process and services, the SCP module automated business processes through the query, modify, delete or add a query statement, modify, delete, or increasing the database recording, broadcast by the IVR module database corresponding voice service information to the user, and then save the log information to the database as a follow-source data processing services and work according to statistics, the end of the process.

步骤2U, SCP模块控制IVR模块提示用户重新说出需要何种服务,返回执行步骤203;可以设置每次服务的标识符最多错误次数,比如2次,在本步骤中,若超过标识符最多错误次数,则SCP模块控制直接结束本次流程, 或者,SCP模块控制转向传统的多按键流程,由用户进行按键选择。 Step 2U, SCP control module IVR module which needs to prompt the user to say the service, returns to step 203; each service identifier may set the maximum number of errors, such as 2 times, in this step, if it exceeds a maximum error identifier frequency module controls the SCP directly ends the process, or, the steering control module SCP conventional multi-key process, a key selected by a user.

如图3所示,为本发明一应用实例,采用具有全语音服务自动业务流程的呼叫中心为用户进行服务的流程,包括如下步骤: 3, an application example of the present invention, a call center having an automatic full voice services business process flow for users and services, comprising the steps of:

步骤301,用户发起呼叫,通过交换机,接入进呼叫中心;交换机通过接入码指向SCP模块,经过SCP模块分析,找到相应的自动业务流程,通过INAP协议触发进入自动流程; Step 301, the user initiates a call, through the switch, the access into the call center; access code by pointing the switch module SCP, SCP module through analysis, find the corresponding business processes automatically, by an automated process triggered into INAP protocol;

步骤302,根据自动业务流程用户收听欢迎词,如"您好,这里是xx In step 302, listen to the words of welcome automated business processes based on the user, such as "Hello, this is xx

步骤303,用户收听到"请问您需要什么服务"的提示; In step 303, the user listen to the prompt "Do you need any service";

步骤304,用户通过语音方式把需要的帮助表达清楚,呼叫中心通过处理,把用户需要帮助的内容让用户确认,若用户确认正确,则执行下一步, 否则,执行步骤308; Step 304, the user by voice to express a clear need help, call centers by processing, the user needs to help the user to confirm the contents, if the user to confirm correct, then the next step, otherwise, step 308;

步骤305,用户听到"请稍后,马上为您服务",呼叫中心把用户需要服务的内容播放给用户; In step 305, the user hear "Please wait, immediately at your service", the user needs to call center services content played to the user;

步骤306,用户听到"请问还需要服务吗?",若用户回答"是",则返回步骤303;否则,执行步骤307; Step 306, the user hears "What need service?" If the user answers "yes", return to step 303; otherwise, step 307;

步骤307,桂机结束本流程。 Step 307, the process ends Gui machine.

步骤3Q8,用户听到提示"请重新说出您的关键词,谢谢"; Step 3Q8, users hear the prompt "Please say your keyword again, thank you";

10步骤309,用户通过语音方式把需要的帮助表达清楚,呼叫中心通过处 10, step 309, by voice user needs help articulate the call center by the

理,把用户需要帮助的内容重新让用户确认,若用户确认正确,则执行步骤 Li, the user need help to re-let the user to confirm the contents, if the user to confirm correct, proceed to Step

305,否则,执行步骤307。 305, otherwise, step 307.

通过以上分析,可以看出,在本发明中,用户需要帮助的时候,只需要用简单语言就达到自己需要的结果,减少了用户反复按键等繁瑣事件,繁瑣过程交由系统处理。 Through the above analysis, it can be seen, in the present invention, the user needs help, just use simple language to achieve the results they need, reducing the user repeated press and other complicated events, the tedious process of successfully processed. 所以,本发明的具有全语音服务的自动业务流程的引入将大大提高呼叫中心的工作效率、服务质量,大幅度降低其成本。 Therefore, the introduction of a full-service voice automated business processes of the present invention will greatly improve efficiency, quality of service call centers to significantly reduce its costs.

当然,本发明还可有其它多种实施例,如上述语音服务流程可以进行相应修改,以满足特定服务的需要,在不背离本发明精神及其实质的情况下, 熟悉本领域的技术人员当可根据本发明作出各种相应的改变和变形,但这些相应的改变和变形都应属于本发明所附的权利要求的保护范围。 Of course, the present invention may have other various embodiments, as described above voice service flow may be modified accordingly to meet the needs of a particular service, without departing from the spirit and essence of the invention, those skilled in the art when It can make various corresponding modifications and variations according to the present invention, but such corresponding changes and variations should fall within the scope of the appended claims.

Claims (10)

1、一种具有全语音服务的自动业务流程实现系统,包括交换机、业务控制点SCP模块、交互式语音应答IVR模块、数据库,其特征在于,还包括语音转换文本模块和文本转换语音模块;其中,所述SCP模块用于对语音转换文本模块、文本转换语音模块、IVR模块、数据库进行控制;所述语音转换文本模块用于接收IVR模块发送的语音,将所述语音转换成文本,进而整理成关键词组或关键语句或标识符;所述文本转换语音模块用于将所述关键词组或关键语句转换成语音,发送给IVR模块;所述IVR模块用于根据SCP模块的控制,播放相应的提示音,接收用户的语音发送给语音转换文本模块,接收并播放文本转换语音模块发送的语音,以及从数据库中提取对应业务的服务信息并播放给用户。 1, having a full voice services system for implementing automated business processes, including switches, service control point SCP module, an interactive voice response IVR module, a database, characterized by further comprising a text-speech conversion module and a text-to-speech module; wherein the SCP module is configured to convert the text block to speech, text-to-speech module, IVR module, database control; the text-speech conversion means for receiving a voice transmission IVR module, converts the speech into text, and further finishing as keywords or key phrases, or group identifier; the text-to-speech module for converting the set of keywords or key phrases into voice, is sent to the IVR module; IVR module according to the controlling SCP module play the corresponding tone, receives a user voice to a text-speech conversion module, receiving and playing the text-to-speech voice transmission module, and extracts the corresponding service information from the service database and played to the user.
2、 如权利要求l所述的系统,其特征在于,用户拨打接入号后,所述SCP模块通过智能网应用协议触发自动业务。 2. The system according to claim l, characterized in that, after the user dials an access number, the SCP triggers the automatic service module via Intelligent Network Application Protocol.
3、 如权利要求1所述的系统,其特征在于,所述SCP模块还用于查询、修改、删除、增加数据库记录,以及将日志存储到数据库。 3. The system of claim 1, wherein said SCP module is further configured to query, modify, delete, database records increases, and the log stored in the database.
4、 如权利要求l所述的系统,其特征在于,所述语音转换文本模块以及语音转换文本模块安装在独立的服务器上,底层与SCP模块、IVR模块进行通讯。 4. The system according to claim l, wherein said text-speech conversion module converting text and voice module mounted on a separate server, and the bottom module SCP, IVR module communicates.
5、 一种具有全语音服务的自动业务流程实现方法,包括:接收到用户电话后,SCP模块控制语音转换文本模块将用户的语音转换成文本,将该文本进行整理成关键词组或关键语句,经文本转换语音模块转换为语音,播放给用户确认,用户确认正确后,将相应的服务信息通过IVR模块播报给用户。 5. A full automatic voice service business processes implemented method comprising: receiving a user after a telephone, the SCP module controls the text-speech conversion module converts the user's voice into text, the text organized into groups keywords or key phrases, by text-to-speech conversion module for voice, played to the user confirmation, the user confirms correct, the corresponding broadcast service information to the user via the IVR module.
6、 如权利要求5所述的方法,其特征在于,包括如下步骤:(1)交换机将用户打进的电话接入到SCP模块;(2 ) SCP模块控制IVR模块播放欢迎词,以及询问用户需要何种服务;(3 ) IVR模块接收用户用语音表达的内容,发送至语音转换文本模块;(4)语音转换文本模块将所述语音转换成文本;(5 )语音转换文本模块将上述文本进行整理成关键词组或关键语句;(6) 文本转换语音模块将所述关键词组或关键语句转换成语音,通过IVR模块播放出来;(7) IVR模块接收用户反馈的正确或错误的语音,发送至语音转换文本模块;(8) 语音转换文本模块将该语音转换成系统能够识别的标识符,若标识符显示为正确,则SCP模块从数据库中查出相应的服务信息,通过IVR模块播报给用户。 6. The method as claimed in claim 5, characterized in that it comprises the following steps: (1) switch incoming calls the user access to the SCP module; (2) a control module SCP play greeting IVR module, and the user is asked what services required; content (3) IVR module receives user voice expressed by sending a text to speech conversion module; (4) the text-speech conversion module converting the speech into text; (5) converts the text block to speech for the text organized into groups for keywords or key phrases; (6) a text to speech module to convert the set of keywords or key phrases into speech, played through the IVR module; (. 7) IVR module receives user feedback voice right or wrong, transmission text-to-speech conversion module; (8) the text-speech conversion module converting the speech can be recognized as a system identifier, if the identifier is displayed correctly, the SCP module to identify the corresponding service information from the database, a broadcast by the IVR module user.
7、 如权利要求6所述的方法,其特征在于,所述步骤(5)中,所述语音转换文本模块把上述文本与数据库中存在的关键词组或关键语句进行比较,从而提取出关键词组或关键语句。 7. The method as claimed in claim 6, wherein said step (5), the text-speech conversion module to said text compared to a database existing keywords or key phrases group, thereby extracting key phrases or key phrases.
8、 如权利要求6所述的方法,其特征在于,所述步骤(8)中,语音转换文本模块将该语音转换成文本,再将该文本内容与数据库中存在的关键词组或关键语句进行比较,从而转换成系统能够识别的标识符。 8. A method as claimed in claim 6, wherein said step (8), a text-speech conversion module converting the speech into text, then the text content exists in the database with keywords or key phrases group Compare, for conversion into the system to recognize the identifier.
9、 如权利要求6所述的方法,其特征在于,所述步骤(8)中,若标识符显示为错误,则SCP模块控制IVR模块提示用户重新说出需要何种服务,返回执行步骤(3 )。 9. The method according to claim 6, wherein said step (8), when an error is displayed as an identifier, the SCP control module IVR module which needs to prompt the user to say the service, returns to step ( 3).
10、 如权利要求6所述的方法,其特征在于,所述步骤(8)中,若标识符显示为错误,且超过标识符最多错误次数,则SCP模块控制直接结束本次流程,或者,SCP模块控制转向传统的多按键流程。 10. The method as claimed in claim 6, wherein said step (8), when an error is displayed as an identifier, and the identifier exceeds a maximum number of errors, the SCP control module directly ends the process, or, SCP steering control module processes the conventional multi-button.
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