CN104486516A - Robot voice service method of 95598 large telephone traffic-based IVR (Interactive Voice Response) intelligent system - Google Patents

Robot voice service method of 95598 large telephone traffic-based IVR (Interactive Voice Response) intelligent system Download PDF

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CN104486516A
CN104486516A CN201410641500.3A CN201410641500A CN104486516A CN 104486516 A CN104486516 A CN 104486516A CN 201410641500 A CN201410641500 A CN 201410641500A CN 104486516 A CN104486516 A CN 104486516A
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ivr
intelligent
voice
service
robot
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CN104486516B (en
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沈然
朱斌
章琛敏
丁麒
惠洋
林少娃
安东
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Marketing Service Center of State Grid Zhejiang Electric Power Co Ltd
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Electric Power Research Institute of State Grid Zhejiang Electric Power Co Ltd
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Abstract

The invention relates to a robot voice service method of a 95598 large telephone traffic-based IVR (Interactive Voice Response) intelligent system. According to the robot voice service method, intelligent robot voice service is initiated when telephone traffic is busy, wherein the intelligent robot voice service is divided into two major parts, namely, service intelligent acceptance and on-line intelligent analysis; according to the service intelligent acceptance, user service requests can be satisfied through IVR (Interactive Voice Response) voice interaction; and according to the on-line intelligent analysis, user messages are analyzed, and sensitive work orders which may cause complaints can be found timely in an intelligent voice process and are timely handled. With the robot voice service method of the invention adopted, an IVR (Interactive Voice Response) system in a call center can support interaction with clients through voices; the needs of the clients can be known directly through intelligent voice recognition ability, and can be responded to; and therefore, intelligent analysis, free voice communication and quick response can be realized, and use of the clients can be facilitated, and service consulting and acceptance time can be significantly shortened.

Description

Based on the robot voice method of servicing of the IVR intelligent system of 95598 large traffics
Technical field
The present invention relates to the emergency processing method of electric power public service call center 95598.
Background technology
Customer Service Center of State Grid Zhejiang Electric Power Company set up on April 27th, 2012, was under the jurisdiction of Electric Power Research Institute of State Grid Zhejiang Electric Power Company.According to State Grid Corporation of China's " three collection five are large " scheme of organization reform, province electric service center arranges comprehensive room, 95598 operation management rooms, 95598 Customer Service Departments, large power consumers room, sections of 5, technical support office, the application of primary responsibility the whole province 95598 traffic, marketing automation system, marketing inspection monitoring, ordered electric, 220 kilovolts and the provincial business execution such as above Business Process System and 110 kilovolts of power supply plans, contract for the supply and use of electricity examination & verifications.
By the impact of the accident such as electric network fault, hazard weather, the typical feature of Power Calling Centre is that traffic variation is large especially, according to incompletely statistics, between when there is accident, Peak Hour is 20 times to 40 times of regular time periods, far away higher than the ratio of other industry.How to change traffic route in time, restriction accident district telephone taking seat resource, meet carrying out of non-burst event area customer service business, and on this basis, effectively utilize the resources such as self-assisted voice (IVR) and note to successfully manage the phone demand in accident area, the efficiency of operation and the equal tool of service level promoting power industry or other public service call centers is of great significance.
Power marketing business is as the direct window of electric power enterprise service-user, intellectuality, the requirement that becomes more meticulous of its management also improve day by day, 95598 customer services externally provide the service window of 7 × 24 hours as electric power enterprise, must rely on advanced technology with ensure any time, any place, in any case for client provides high-quality, serves smoothly.In recent years, speech recognition technology constantly obtains important breakthrough, is widely used in the self-assisted voice service such as the heart, telecommunication voice value-added business, internet voice application and phonetic search business in a call at present.Along with voice and intelligent robot are integrated and development, traditional speech recognition capabilities based on order word and fixing syntactic structure can not meet the demand of people, only have and do the degree of depth with huge language model and be combined, the speech recognition capabilities of natural interaction can be provided to be only the trend of future development.IVR (Interactive Voice Response, i.e. interactive voice answering) the Study of developing strategy report of recent issue shows, there is the call-center application of 29% speech recognition technology in the whole world.
Summary of the invention
In order to solve above-mentioned technical problem, the object of this invention is to provide a kind of robot voice method of servicing of the IVR intelligent system based on 95598 large traffics, the present invention enables the IVR system of call center support to be undertaken alternately by voice between client, utilize intelligent speech recognition capabilities, be directly acquainted with customer demand, and the demand of client is responded, realize intelligent analysis, voice freely linked up, rapid-action object, facilitate client to use, significantly shorten business consultation handling time.
In order to realize above-mentioned object, present invention employs following technical scheme:
Based on the robot voice method of servicing of the IVR intelligent system of 95598 large traffics, described IVR intelligent system comprises voice exchange, IVR system, ARS system, tts system, Service Database, voice exchange is connected with IVR system, ARS system, tts system are connected with described IVR system respectively by MRCP interface, Service Database is by being connected with described IVR system with WS/DB interface, and described IVR system has carried out following improvement:
1) function that the identification of IVR system integration intelligent sound is relevant, transforms system main menu, realizes intelligent sound navigation;
2) transform each business subfunction of existing IVR system flow, the quotation information input of increasing is supported, realize service account, password, days Data support voice and keystroke pattern input;
3) transform the transfer of existing IVR system flow and routing policy, support that queuing number is too much, or when shifting unsuccessfully, phone is transferred to intelligent sound seat and reply;
4) operation system interface is increased, to adapt to the interface requirement of IVR system and intelligent inference module; Operation system interface comprises:
A. marketing system: with in every family number, electricity consumption address;
B.95598 system: outage information, telegram in reply information;
C.GIS/ battalion joins: cell name, natural village title;
Above-mentioned robot voice method of servicing enters intelligent robot voice service traffic is busy, and intelligent robot voice service is divided into business intelligence to accept and on-line intelligence analyzes two major parts; Business intelligence accepts and meets customer service request mainly through IVR interactive voice; On-line intelligence analyzes the analysis by leaving a message to user, may occur the responsive work order causing complaint, process in time in Timeliness coverage intelligent sound flow process; The flow process of intelligent robot voice service is as follows:
1. entering intelligent robot voice service traffic is busy, report greeting, collect user's request, carry out identifications request, identifies successfully, enter operation flow fast, completing inquiry days by voice or key-press input family number with inquiring about; Go to step 3. after completing;
2. recognition failures, voice message " use mandarin or word speed too fast ", and go to step 3.;
3. pointing out " whether continuing business consultation ", is go to step 1., no, goes to step 4.;
4. informing that user can carry out tone information, is carry out tone information, no, end dialog;
5. full text transcription text after tone information, carries out automatic or manual screening, sends responsive work order, carry out worksheet, the complete end of worksheet.
As preferably, described intelligent robot voice service is by existing audio call platform base, and integrated ARS product, ASR product is docked with IVR by MRCP agreement, realizes intelligent sound recognition function.
As preferred again, adopt existing ivr menu option, in ASR grammer, configure expression way.
As preferred again, intelligent robot voice service is at the keyword of the common business function of the integrated major part of main menu, and such user carrys out through corresponding business function at main menu by saying keyword, realizes intelligent navigation.
As preferred again, modal numeral input, comprises Customs Assigned Number, password, ID card No., Query Dates, phone number, fax number, rechargeable card card number, prepaid card password, bank card number in ivr; The input of above-mentioned numeral number all adopts ASR technology to carry out phonetic entry, provides key-press input mode simultaneously.
As most preferably, Customs Assigned Number, phone number, fax number, rechargeable card card number adopt ASR technology, are quoted and identify, avoid frequent switching key state in communication process by user in communication process; Query Dates uses phonetic entry; Relate to the information of privacy or information security, continue to require to use the input of button form, at utmost guarantee information is not revealed in conversing in public.
The present invention is owing to have employed above-mentioned technical scheme, the present invention enables the IVR system of call center support to be undertaken alternately by voice between client, utilize intelligent speech recognition capabilities, be directly acquainted with customer demand, and the demand of client is responded, realize intelligent analysis, voice freely linked up, rapid-action object, facilitate client to use, significantly shorten business consultation handling time.
Accompanying drawing explanation
Fig. 1 is the present invention area telephone traffic warning function observation interface figure.
Fig. 2 is the flow chart that IVR filters traffic function modifications and short message sending.
Fig. 3 is the flow chart of intelligent robot voice service.
Fig. 4 is the Organization Chart of the IVR intelligent system that the present invention is based on 95598 large traffics.
Fig. 5 is intelligent robot voice service typhoon disaster application scenarios application drawing.
Fig. 6 is that front and back call completing rate situation comparison diagram per hour is enabled in intelligent emergent disposal.
Embodiment
Below in conjunction with accompanying drawing, the specific embodiment of the present invention is made a detailed explanation.
As shown in Figure 4, IVR intelligent system based on 95598 large traffics of the present invention comprises voice exchange, IVR system, ARS system, tts system, Service Database, voice exchange is connected with IVR system, ARS system, tts system are connected with described IVR system respectively by MRCP interface, and Service Database is by being connected with described IVR system with WS/DB interface.
The realization that 1.IVR intelligent emergent is disposed
1.1 intelligent traffic route filtering realize
1.1.1 regional telephone traffic warning function exploitation
The warning function page can automatic analysis live traffice amount, current queuing situation information: namely in current time, certain districts and cities' telephone traffic exceedes certain quantity or certain technical ability group queuing quantity and exceedes certain value and just have prompting (needs are pointed out more intuitively: flash animation warning etc. on the tinkle of bells, computer screen).Guarantee that dispatcher can grasp live traffice situation the very first time.Observation interface figure as shown in Figure 1.
Districts and cities' telephone traffic analysis: requirement can carry out (specifically can provide parameter configuration) telephone traffic situation in current 2 minutes of early warning according to landing the unit of code correspondence to district (77 districts), if certain districts and cities exceedes certain telephone traffic (can provide parameter configuration), then carry out flash animation warning etc. on the tinkle of bells, computer screen.
Traffic queuing number is analyzed: require according to 11 districts and cities, fault and non-faulting in current system totally 22 technical ability groups show live traffice queuing number early warning analysis.If current queuing number exceedes certain set point (can provide parameter configuration), carry out flash animation warning etc. on the tinkle of bells, computer screen.
1.1.2 IVR filters traffic function modifications and short message sending
Function modifications is carried out to IVR flow process in electric service center: enter IVR at traffic and reporting this node before salutatory, the parameter configuration of newly-increased " whether enabling high traffic to filter ", " arranging corresponding districts and cities/county telephone central office (what amount to 77 Unit codes for local exchange+county telephone central office of city enables configuration item) ".Whether normal condition " enables high traffic to filter " value of parameter for not enable, when economizing electric service center monitoring and remaining high to certain districts and cities/generation high traffic system queuing of county telephone central office number, after obtaining relevant leader's confirmation, this parameter value is set to enable by notification platform personnel, arrange the filtration parameter of corresponding unit for opening, now IVR flow process enables high traffic filtering function for corresponding districts and cities/county telephone central office simultaneously.As shown in Figure 2, corresponding filter traffic flow process is as follows:
1, user dials 95598 customer service hot lines, and call request enters IVR main flow and before report salutatory, when traffic filtration parameter is enabled, program first judges whether the filtration parameter of corresponding districts and cities/county telephone central office is opened;
If 2 open, then this area's traffic is uprushed needs to filter traffic.Now program judges whether caller ID is cell-phone number again, if it is point out " system is busy; dial after a while again ", then directly abandon this phone, the mode of informing subsequently through note notifies client's (urgent notice content in announcement information automatic acquisition IVR); If home Tel does not then process enter follow-up flow process;
If 3 not enableds, then respective user phone does not process and enters follow-up salutatory report and follow-up IVR sub-process;
4, after corresponding districts and cities catastrophic failure terminates, " whether enabling high traffic to filter " parameter value of correspondence is set to not enable by notification platform personnel, arrange the filtration parameter of corresponding districts and cities/county telephone central office for not open, now IVR filters traffic disabler, is reduced into normal mode simultaneously.
the explanation of transformation function point
1) increase state modulator in ivr, whether this state modulator enables Bulk Call filtering function;
2) newly-increased whether enable the prerequisite of Bulk Call filtration parameter under, increase by 77 city's local exchanges+unit of county telephone central office corresponding land code enable filtration parameter, this state modulator homing address of calling number is the need of carrying out traffic filtering function;
3), after phone enters IVR, increase the incoming call number filtration parameter that ownership districts and cities/county telephone central office is corresponding and whether open: the follow-up traffic filter logic that then enters of having opened judges; That does not open then reports and IVR sub-process by directly entering follow-up salutatory;
4) when the filtration parameter of incoming call number corresponding districts and cities/county telephone central office is opened, the Logic judgment of cell-phone number/home Tel is increased: the follow-up traffic filter logic of carrying out belonging to cell-phone number judges; Home Tel directly enters follow-up salutatory and reports and IVR sub-process;
5) incoming call number belongs to mobile phone and judges by rear, prompting " system is busy; dial after a while again ", then directly abandons this phone, and follow-up mode of directly being informed by note notifies client's (announcement information obtains the corresponding SMS notification information of filtering districts and cities and having safeguarded by program).
1.2 intelligent robot voice services realize
Intelligent sound flow process is mainly divided into business intelligence to accept and on-line intelligence analysis two major parts.Business intelligence accepts and meets customer service request mainly through IVR interactive voice.On-line intelligence analyzes the analysis by leaving a message to user, may occur the responsive work order causing complaint, process in time in Timeliness coverage intelligent sound flow process.As shown in Figure 3, detailed process is as follows:
1. entering intelligent robot voice service traffic is busy, report greeting, collect user's request, carry out identifications request, identifies successfully, enter operation flow fast, completing inquiry days by voice or key-press input family number with inquiring about; Go to step 3. after completing;
2. recognition failures, voice message " use mandarin or word speed too fast ", and go to step 3.;
3. pointing out " whether continuing business consultation ", is go to step 1., no, goes to step 4.;
4. informing that user can carry out tone information, is carry out tone information, no, end dialog;
5. full text transcription text after tone information, carries out automatic or manual screening, sends responsive work order, carry out worksheet, the complete end of worksheet.
Intelligent robot voice service is on basis, conventional voice calls center, integrating speech sound recognition technology (ASR), the IVR system of call center is enable to support to be undertaken alternately by voice between client, utilize the intelligent speech recognition capabilities of call center, be directly acquainted with customer demand, and the demand of client is responded, realize intelligent analysis, voice are freely linked up, rapid-action object.
The principal character of intelligent interactive answering system is support voice intelligent navigation and voice messaging typing, easy to use, the remarkable shortening business handling time, need, by voice reminder and menu setecting layer by layer, just can enter corresponding operation flow and compare obvious advantage with conventional I VR.For the Power Calling Centre inquiry electricity charge, user dials after 95598, as long as say the demand of the inquiry electricity charge, as " looking into the electricity charge ", " electricity charge inquiry ", " electricity charge consulting " etc. can enter into the operation flow of electricity charge inquiry fast, then complete inquiry days by voice or key-press input family number with inquiry.Build intelligent interactive answering system key problem in technology and be 2 points, one is integrating speech sound recognition technology (ASR) on conventional voice calls platform, two is the functional interfaces provided in conjunction with speech recognition technology (ASR), transforms the function of original IVR.The framework of system as shown in Figure 4.Specifically comprise following part:
(1) on existing voice call platform basis, integrated ARS product, ASR product is docked with IVR by MRCP agreement, realizes intelligent sound recognition function;
(2) because IVR speech business function is relatively stable, days, the family digital information of accurately collecting user's input is needed in practical business, the ASR product selecting to support based on grammer and keyword recognition is needed in this programme, and this product needed supports MRCP protocol interface, to improve fast Development ability;
(3) to existing ivr menu option, possible expression way can be configured in ASR grammer.As the option of " outage information inquiry ", the common expression way such as " looking into power failure ", " have a power failure inquiry ", " outage information inquiry " can be configured.Like this, no matter how user expresses, and all successfully can identify corresponding menu item, accurately forward corresponding service function to.
(4) at the keyword of the common business function of the integrated major part of main menu, such user can carry out through corresponding business function at main menu by saying keyword, realizes intelligent navigation, simplifies ivr menu, also facilitate user and select fast.
(5) except menu setecting, in current IVR, modal input mode is exactly that numeral have input, and comprises Customs Assigned Number, password, ID card No., Query Dates, phone number, fax number, rechargeable card card number, prepaid card password, bank card number etc.In theory, the input of above-mentioned numeral number all can adopt ASR technology to carry out phonetic entry, provides key-press input mode simultaneously.Wherein, the information such as Customs Assigned Number, phone number, fax number, rechargeable card card number can adopt ASR technology, are quoted and identify, avoid frequent switching key state in communication process by user in communication process.Query Dates uses phonetic entry closer to natural language, can be easier to understand, and avoids the requirement to key-press input form; Passwords etc. relate to the information of privacy or information security, can continue requirement and use the input of button form, at utmost ensure that the information such as password are not revealed in conversing in public.
1.2.1 system suitability transformation
call platform is transformed
Integrated ASR and intelligent inference module on existing Huawei's call platform basis, realize system supports voice identification and intelligent inference.IVR system supports conventional I VR answering service and intelligent sound seat answer service.Huawei's call platform version of current Zhejiang application deployment, need relate to a grade platform release support voice identification software.
iVR transforms
Transform existing IVR flow process, reforming content comprises:
1) function that integrated intelligent speech recognition is relevant, transforms system main menu, realizes intelligent sound navigation;
2) transform each business subfunction of existing IVR flow process, increase the input of quotation information and support, realize the Data support voice such as service account, password, days and keystroke pattern input;
3) transform the transfer of existing IVR flow process and routing policy, support that queuing number is too much, or when shifting unsuccessfully, phone is transferred to intelligent sound seat and reply.
business datum is integrated
Intelligent sound identification needs to realize various ways inquiry business system blackout, telegram in reply relevant information, and with in every family number, information that electricity consumption address is relevant, therefore need increase corresponding service system interface, to adapt to the interface requirement of IVR and intelligent inference module.Acquisition business datum is as follows:
A. marketing system: with in every family number, electricity consumption address etc.;
B.95598 system: outage information, telegram in reply information etc.;
C.GIS/ battalion joins: cell name, natural village title;
1.2.2 the application of typhoon disaster application scenarios as shown in Figure 5.
1.IVR intelligent emergent disposal technology effect
Dispose for making intelligent emergent and come into operation during summer peak meeting, this project tests from requirement investigation, development and Design, deployment the preparation of application through anxiety in early stage of reaching the standard grade, and comes into operation at the beginning of 2013 8 months.
1) bursts of traffic is successfully managed
During summer peak meeting in 2013, IVR intelligent emergent disposal function is enabled at center in time when grasping corresponding regional wide-area failures, and for September 10,11 days, concrete data were as follows respectively:
Intelligent emergent is disposed and is enabled the situation contrast per hour of front and back call completing rate as shown in Figure 6.
From September 10,9 beginnings on the 11st, there is abnormal swarming in traffic, cause artificial call completing rate to decline, intelligent emergent disposal function is enabled at center in time, makes call completing rate recover rapidly the normal condition of more than 95%.IVR intelligent emergent disposal technology is when the large traffic that happens suddenly shoves, not only change the pattern that tradition directly cuts off trunk passage, the information of very first time proactive notification client region while significantly improving artificial call completing rate, avoid client repeatedly to dial the secondary that hot line causes and block up, the contradiction of great solution client's demand and seat resource, improves good service level.
2) actively new services is expanded
At traffic peak hours/period, start the application of intelligent sound robot, to waiting in line portions of client, remind client current manual that traffic is busy, flow process that guiding enters " intelligent robot seat ", to reduce " manually registering " cost, realizes " first connecing to greatest extent ", allow client perception to " problem is accepted ", greatly reduce traffic demand.By practical application, intelligent robot is mainly manifested in following three aspects:
One realizes call menu " flattening " in ivr menu level, reduce menu complexity, the interaction times of condition and system, the direct arrival rate of business promotes 5%, simultaneously when Added Business without the need to planning that this business is in the particular problem of System menu, it is easier to expand;
Two be user without the need to understanding Business Name, direct statement demand, without the need to understanding the position of the whole menu of Business Processing needed, user friendly experience promotes more than 5%;
Three is break through the many limitation of conventional I VR button level, and traditional touch-tone IVR calls out navigation and at the end of Self-Service, is about 75 seconds from beginning, and calling navigation-type IVR service duration is about 30 seconds, mutual duration reduction about 100%.

Claims (5)

1. based on the robot voice method of servicing of the IVR intelligent system of 95598 large traffics, it is characterized in that IVR intelligent system comprises voice exchange, IVR system, ARS system, tts system, Service Database, voice exchange is connected with IVR system, ARS system, tts system are connected with described IVR system respectively by MRCP interface, Service Database is by being connected with described IVR system with WS/DB interface, and described IVR system has carried out following improvement:
1) function that the identification of IVR system integration intelligent sound is relevant, transforms system main menu, realizes intelligent sound navigation;
2) transform each business subfunction of existing IVR system flow, the quotation information input of increasing is supported, realize service account, password, days Data support voice and keystroke pattern input;
3) transform the transfer of existing IVR system flow and routing policy, support that queuing number is too much, or when shifting unsuccessfully, phone is transferred to intelligent sound seat and reply;
4) operation system interface is increased, to adapt to the interface requirement of IVR system and intelligent inference module; Operation system interface comprises:
A. marketing system: with in every family number, electricity consumption address;
B.95598 system: outage information, telegram in reply information;
C.GIS/ battalion joins: cell name, natural village title;
Above-mentioned robot voice method of servicing enters intelligent robot voice service traffic is busy, and intelligent robot voice service is divided into business intelligence to accept and on-line intelligence analyzes two major parts; Business intelligence accepts and meets customer service request mainly through IVR interactive voice; On-line intelligence analyzes the analysis by leaving a message to user, may occur the responsive work order causing complaint, process in time in Timeliness coverage intelligent sound flow process; The flow process of intelligent robot voice service is as follows:
1. entering intelligent robot voice service traffic is busy, report greeting, collect user's request, carry out identifications request, identifies successfully, enter operation flow fast, completing inquiry days by voice or key-press input family number with inquiring about; Go to step 3. after completing;
2. recognition failures, voice message " use mandarin or word speed too fast ", and go to step 3.;
3. pointing out " whether continuing business consultation ", is go to step 1., no, goes to step 4.;
4. informing that user can carry out tone information, is carry out tone information, no, end dialog;
5. full text transcription text after tone information, carries out automatic or manual screening, sends responsive work order, carry out worksheet, the complete end of worksheet.
2. the robot voice method of servicing of the IVR intelligent system based on 95598 large traffics according to claim 1, is characterized in that: to existing ivr menu option, in ASR grammer, configure expression way.
3. the robot voice method of servicing of the IVR intelligent system based on 95598 large traffics according to claim 2, it is characterized in that: intelligent robot voice service is at the keyword of the common business function of the integrated major part of main menu, user carrys out through corresponding business function at main menu by saying keyword, realizes intelligent navigation.
4. the robot voice method of servicing of the IVR intelligent system based on 95598 large traffics according to claim 2, it is characterized in that: modal numeral input in ivr, comprises Customs Assigned Number, password, ID card No., Query Dates, phone number, fax number, rechargeable card card number, prepaid card password, bank card number; The input of above-mentioned numeral number all adopts ASR technology to carry out phonetic entry, provides key-press input mode simultaneously.
5. the robot voice method of servicing of the IVR intelligent system based on 95598 large traffics according to claim 4, it is characterized in that: Customs Assigned Number, phone number, fax number, rechargeable card card number adopt ASR technology, quoted in communication process by user and identify, avoid frequent switching key state in communication process; Query Dates uses phonetic entry; Relate to the information of privacy or information security, continue to require to use the input of button form, at utmost guarantee information is not revealed in conversing in public.
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CN109040485B (en) * 2018-08-30 2020-08-28 山东高速股份有限公司 High-speed service hotline intelligent panoramic voice navigation system based on natural language processing
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