CN104486516B - The robot voice method of servicing of IVR intelligence systems based on 95598 big traffics - Google Patents

The robot voice method of servicing of IVR intelligence systems based on 95598 big traffics Download PDF

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CN104486516B
CN104486516B CN201410641500.3A CN201410641500A CN104486516B CN 104486516 B CN104486516 B CN 104486516B CN 201410641500 A CN201410641500 A CN 201410641500A CN 104486516 B CN104486516 B CN 104486516B
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intelligent
voice
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business
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CN104486516A (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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Zhejiang Electric Power Research Institute
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Abstract

The present invention relates to a kind of robot voice method of servicing of the IVR intelligence systems based on 95598 big traffics, robot voice method of servicing traffic it is busy enter intelligent robot voice service, intelligent robot voice service be divided into business intelligence accept and on-line intelligence analysis two major parts;Business intelligence is accepted mainly meets that customer service is asked by IVR interactive voices;On-line intelligence analysis finds in intelligent sound flow it is possible that cause the sensitive work order of complaint, to be handled in time in time by the analysis of leaving a message to user;The present invention enables the IVR system of call center to support to interact by voice between client, utilize intelligent speech recognition capabilities, it is directly acquainted with customer demand, and the demand of client is responded, realize intelligent analysis, voice freely link up, the purpose of fast reaction, facilitate client to use, significantly shorten business consultation handling time.

Description

The robot voice method of servicing of IVR intelligence systems based on 95598 big 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 state's net Zhejiang power saving Electric Power Research Institute of power company.According to State Grid Corporation of China " three collection five the are big " scheme of organization reform, save electric service center and set Comprehensive room, 95598 operation management rooms, 95598 Customer Service Departments, large power consumers room, sections of 5, technical support office are put, it is main to be responsible for The traffic of the whole province 95598, the application of marketing automation system, marketing inspection monitoring, ordered electric, 220 kilovolts and above Business Process System And the provincial business such as 110 kilovolts of power supply plans, contract for the supply and use of electricity examination & verification performs.
Influenceed by accidents such as electric network fault, hazard weathers, the typical feature of Power Calling Centre is telephone traffic ripple Dynamic especially big, according to incompletely statistics, when accident occurs, Peak Hour is between 20 times to 40 times of regular time periods, The significantly larger than ratio of other industry.How traffic route is changed in time, and limitation accident district telephone is to seat resource Take, meet the development of non-burst event area customer service business, and on this basis, effectively utilize self-assisted voice (IVR) The phone demand in accident area is successfully managed with resources such as short messages, in lifting power industry or other public services calling The efficiency of operation and service level of the heart are respectively provided with highly important meaning.
Direct window of the power marketing business as electric power enterprise service user, its intellectuality managed, become more meticulous requirement Also increasingly improve, 95598 customer services externally provide the service window of 7 × 24 hours as electric power enterprise, it is necessary to rely on advanced Technology with ensure any time, any place, in any case for client provide it is high-quality, smoothly service.In recent years, voice is known Other technology constantly obtains important breakthrough, at present in a call the heart, telecommunication voice value-added business, internet voice application etc. self-service language Sound service in phonetic search business with being widely used.As voice and intelligent robot are integrated and are developed, traditional base Can not meet the needs of people in the speech recognition capabilities of order word and fixed syntactic structure, only with huge language mould Type does depth combination, and the speech recognition capabilities that can provide natural interaction are only the trend of future development.The IVR issued in the recent period The report of (Interactive Voice Response, i.e. interactive voice answering) Study of developing strategy shows that the whole world has 29% Call-center application speech recognition technology.
The content of the invention
In order to solve above-mentioned technical problem, it is an object of the invention to provide a kind of IVR intelligence based on 95598 big traffics The robot voice method of servicing of system, the present invention enable the IVR system of call center to support to pass through voice between client Interact, using intelligent speech recognition capabilities, be directly acquainted with customer demand, and the demand of client is responded, realize Intelligent analysis, voice are freely linked up, the purpose of fast reaction, facilitate client to use, and significantly shorten business consultation handling time.
In order to realize above-mentioned purpose, present invention employs following technical scheme:
The robot voice method of servicing of IVR intelligence systems based on 95598 big traffics, described IVR intelligence system bags Voice exchange, IVR system, ARS systems, tts system, Service Database are included, voice exchange is connected with IVR system, ARS System, tts system are connected by MRCP interfaces with described IVR system respectively, Service Database by with WS/DB interfaces with Described IVR system is connected, and described IVR system has carried out following improvement:
1) the related function of IVR system integrated intelligent speech recognition, transforms system main menu, realizes intelligent sound Navigation;
2) transform existing each business subfunction of IVR system flow, the information input of increase quotation is supported, realize service account, Password, days data support voice and keystroke pattern input;
3) existing IVR system flow transfer and routing policy are transformed, supports that queuing number is excessive, or by electricity during transfer failure Words are transferred to intelligent sound seat and carry out response;
4) operation system interface is increased, to adapt to the interface requirement of IVR system and intelligent inference module;Operation system interface Including:
A. marketing system:With in every family number, electricity consumption address;
B.95598 system:Outage information, telegram in reply information;
C.GIS/ battalion matches somebody with somebody:Cell name, natural village title;
Above-mentioned robot voice method of servicing is busy into intelligent robot voice service, intelligence machine human speech in traffic Sound service is divided into business intelligence and accepted and on-line intelligence analysis two major parts;Business intelligence is accepted mainly is expired by IVR interactive voices Sufficient customer service request;By the analysis left a message user, finding in time may in intelligent sound flow for on-line intelligence analysis There is the sensitive work order for causing complaint, handled in time;The flow of intelligent robot voice service is as follows:
1. it is busy into intelligent robot voice service in traffic, greeting is reported, collects user's request, being identified please Ask, identify successfully, rapidly enter operation flow, inquiry is completed by voice or key-press input family number and inquiry days;Complete After go to step 3.;
2. recognition failures, voice message " too fast using mandarin or word speed ", and go to step 3.;
It is to go to step 1. 3. prompting " whether continuing business consultation ", it is no, go to step 4.;
4. informing that user can carry out tone information, it is to carry out tone information, it is no, terminate dialogue;
5. full text transcription text after tone information, carry out automatic or manual screening, send sensitive work order, carry out at work order Reason, worksheet finish end.
Preferably, described intelligent robot voice service is by existing audio call platform base, integrating ARS products, ASR products are docked by MRCP agreements with IVR, realize intelligent sound identification function.
As further preferably, using to existing ivr menu option, expression way is configured in ASR grammers.
As further preferably, intelligent robot voice service integrates the keyword of most of common business function in main menu, So user is gone directly corresponding business function in main menu by saying keyword, realizes intelligent navigation.
As further preferably, most common numeral input, including Customs Assigned Number, password, ID card No., inquiry in ivr Date, phone number, fax number, rechargeable card card number, prepaid card password, bank card number;The input of above-mentioned digital number is equal Phonetic entry is carried out using ASR technology, while key-press input mode is provided.
As most preferably, Customs Assigned Number, phone number, fax number, rechargeable card card number use ASR technology, are existed by user Quote and be identified in communication process, avoid frequent switching key state in communication process;Query Dates use phonetic entry;Relate to And the information of privacy or information security, continue requirement and inputted using button form, at utmost ensure that information is led in public Do not revealed in words.
For the present invention as a result of above-mentioned technical scheme, the present invention enables the IVR system of call center to support and visitor Interacted between family by voice, using intelligent speech recognition capabilities, be directly acquainted with customer demand, and to the demand of client Responded, realize intelligent analysis, voice freely link up, the purpose of fast reaction, facilitate client to use, significantly shorten business Seek advice from handling time.
Brief description of the drawings
Fig. 1 is the regional telephone traffic warning function observation interface figure of the present invention.
Fig. 2 is the flow chart that IVR filters traffic function modificationses and short message sending.
Fig. 3 is the flow chart of intelligent robot voice service.
Fig. 4 is the Organization Chart of the IVR intelligence systems of the invention based on 95598 big traffics.
Fig. 5 is intelligent robot voice service typhoon disaster application scenarios application drawing.
Fig. 6 is that intelligent emergent disposal enables front and rear percent of call completed situation comparison diagram per hour.
Embodiment
The embodiment of the present invention is made a detailed explanation below in conjunction with the accompanying drawings.
As shown in figure 4, the present invention the IVR intelligence systems based on 95598 big traffics include voice exchange, IVR system, ARS systems, tts system, Service Database, voice exchange are connected with IVR system, and ARS systems, tts system pass through respectively MRCP interfaces are connected with described IVR system, and Service Database with WS/DB interfaces with described IVR system by being connected.
The realization of 1.IVR intelligent emergents disposal
1.1 intelligent traffic route filtering are realized
1.1.1 regional telephone traffic warning function exploitation
The warning function page can automatically analyze live traffice amount, current to be lined up situation information:I.e. in current time, some Districts and cities' telephone traffic exceedes certain quantity or some technical ability group is lined up quantity and just has prompting (to need comparison directly perceived more than certain value Prompting:Flash animation alarm etc. on the tinkle of bells, computer screen).Ensure that dispatcher can grasp live traffice feelings the very first time Condition.Observation interface figure is as shown in Figure 1.
Districts and cities' telephone traffic analysis:It is current come early warning to district (77 districts) to be required to the unit according to corresponding to landing code The telephone traffic situation that (can specifically provide parameter configuration) in 2 minutes, if certain districts and cities exceedes certain telephone traffic and (can provide parameter to match somebody with somebody Put), then carry out the tinkle of bells, flash animation alarm etc. on computer screen.
Traffic is lined up number analysis:It is required that according to the totally 22 technical ability group exhibitions of 11 districts and cities, failure and non-faulting in current system Show that live traffice is lined up number early warning analysis.Bell is carried out if being currently lined up number and exceeding some setting value (parameter configuration can be provided) Flash animation alarm etc. on sound, computer screen.
1.1.2 IVR filters traffic function modificationses and short message sending
Electric service center carries out function modificationses to IVR flows:Enter IVR and this before salutatory is reported in traffic Individual node, newly-increased " whether enabling high traffic filtering ", " corresponding districts and cities/county telephone central office is set (to amount to 77 lists for city's local exchange+county telephone central office Position code enables configuration item) " parameter configuration.The value of normal condition " whether enabling high traffic filtering " parameter is not enable, When high traffic system queuing number, which occurs, for province's electric service center monitoring to certain districts and cities/county telephone central office remains high, correlation is being obtained After leader confirms, the parameter value is arranged to enable by notification platform personnel, while sets the filtration parameter of corresponding unit to open, Now IVR flows are directed to corresponding districts and cities/county telephone central office and enable high traffic filtering function.As shown in Fig. 2 corresponding filter traffic flow It is as follows:
1st, user dials 95598 customer service hot lines, and call request enters IVR main flows and before salutatory is reported, talking about In the case that business filtration parameter enables, program first judges whether the filtration parameter of corresponding districts and cities/county telephone central office has been switched on;
If the 2, had been switched on, this area's traffic, which is uprushed, to be needed to filter traffic.Now program judges that caller ID is again No is cell-phone number, if it is prompts " system is busy, dials again later ", then directly abandons the phone, accused subsequently through short message The mode known notifies client (announcement information obtains the urgent notice content in IVR automatically);If home Tel does not process then Into follow-up process;
If the 3, not enabled, corresponding subscriber phone is not processed into follow-up salutatory report and follow-up IVR Flow;
4th, after corresponding districts and cities catastrophic failure terminates, parameter that whether notification platform personnel " enable high traffic filtering " by corresponding to Value is arranged to not enable, while sets the filtration parameter of corresponding districts and cities/county telephone central office to be not turned on, now IVR filtering traffics function mistake Effect, is reduced into normal mode.
Transform function point explanation
1) state modulator is increased in ivr, whether the state modulator enables Bulk Call filtering function;
2) it is newly-increased whether enable Bulk Call filtration parameter on the premise of, 77 city's local exchanges of increase+county telephone central office's unit is corresponding Landing code enables filtration parameter, and whether the state modulator homing address of calling number needs to carry out traffic filtering function;
3) after phone enters IVR, whether filtration parameter corresponding to increase incoming call number ownership districts and cities/county telephone central office is opened:Open The follow-up traffic filter logic that then enters opened judges;That does not open then reports and IVR by being directly entered follow-up salutatory Flow;
4) when the filtration parameter of the corresponding districts and cities/county telephone central office of incoming call number is opened, the logic judgment of cell-phone number/home Tel is increased:Category Judge in the follow-up traffic filter logic of the progress of cell-phone number;Home Tel is directly entered follow-up salutatory report and IVR subflows Journey;
5) incoming call number belongs to mobile phone and judged after passing through, and prompts " system is busy, dials again later ", then directly abandons the electricity Words, subsequently directly notify client that (announcement information obtains corresponding filtering districts and cities by program and safeguarded by way of short message is informed SMS notification information).
1.2 intelligent robot voice services are realized
Intelligent sound flow is broadly divided into business intelligence and accepted and on-line intelligence analysis two major parts.Business intelligence is accepted mainly Meet that customer service is asked by IVR interactive voices.On-line intelligence analysis finds intelligence in time by the analysis left a message user It is possible that causing the sensitive work order of complaint in voice flow, handled in time.As shown in figure 3, detailed process is as follows:
1. it is busy into intelligent robot voice service in traffic, greeting is reported, collects user's request, being identified please Ask, identify successfully, rapidly enter operation flow, inquiry is completed by voice or key-press input family number and inquiry days;Complete After go to step 3.;
2. recognition failures, voice message " too fast using mandarin or word speed ", and go to step 3.;
It is to go to step 1. 3. prompting " whether continuing business consultation ", it is no, go to step 4.;
4. informing that user can carry out tone information, it is to carry out tone information, it is no, terminate dialogue;
5. full text transcription text after tone information, carry out automatic or manual screening, send sensitive work order, carry out at work order Reason, worksheet finish end.
Intelligent robot voice service integrating speech sound identification technology (ASR), makes to exhale on the basis of conventional voice calls center Make the IVR system at center to support to interact by voice between client, known using the intelligent voice of call center Other ability, customer demand is directly acquainted with, and the demand of client is responded, realize that intelligent analysis, voice are freely linked up, are fast The purpose of speed reaction.
Intelligent interactive answering system is mainly characterized by supporting speech-sound intelligent navigation and voice messaging typing, conveniently makes With, it is notable to shorten the business handling time, need by voice reminder and menu setecting layer by layer, could enter corresponding with traditional IVR Operation flow compared to there is obvious advantage.So that Power Calling Centre inquires about the electricity charge as an example, user is dialed after 95598, as long as The demand of the inquiry electricity charge is said, such as " looking into the electricity charge ", " electricity charge inquiry ", " electricity charge consulting " can be rapidly introduced into electricity charge inquiry Operation flow, then pass through voice or key-press input family number and inquiry days complete inquiry.Build intelligent interactive response Systems technology key is at 2 points, when integrating speech sound identification technology (ASR) on conventional voice calls platform, second, combining language The functional interface that sound identification technology (ASR) is provided, is transformed original IVR function.The framework of system is as shown in Figure 4. Specifically include following part:
(1) on the basis of existing voice call platform, ARS products are integrated, ASR products are docked by MRCP agreements with IVR, Realize intelligent sound identification function;
(2) because IVR speech businesses function phase is to stable, needed in practical business the accurate days for collecting user's input, Family digital information, selection is needed to support the ASR products based on grammer and keyword recognition, and the product in this programme Need to support MRCP protocol interfaces, to improve quick development ability;
(3) to existing ivr menu option, possible expression way can be configured in ASR grammers.Such as " outage information The option of inquiry ", the common expression ways such as " looking into power failure ", " have a power failure inquiry ", " outage information inquiry " can be configured.So, no How effective family expresses, and can successfully identify corresponding menu item, accurately go to corresponding service function.
(4) can pass through in the keyword of the integrated most of common business function of main menu, such user in main menu Go out keyword come the corresponding business function that goes directly, realize intelligent navigation, simplify ivr menu, be also convenient for user carry out it is quick Selection.
(5) except menu setecting, most common input mode is exactly numeral input in IVR at present, including Customs Assigned Number, Password, ID card No., Query Dates, phone number, fax number, rechargeable card card number, prepaid card password, bank card number Deng.For in theory, the input of above-mentioned digital number can use ASR technology to carry out phonetic entry, while it is defeated to provide button Enter mode.Wherein, the information such as Customs Assigned Number, phone number, fax number, rechargeable card card number can use ASR technology, by user Quote and be identified in communication process, avoid frequent switching key state in communication process.Query Dates use phonetic entry Can be closer to natural language, it is easier to understand, avoid the requirement to key-press input form;Password etc. is related to privacy or information The information of safety, can continue requirement and be inputted using button form, at utmost ensure that the information such as password are conversed in public In do not reveal.
1.2.1 system suitability is transformed
Call platform is transformed
ASR and intelligent inference module are integrated on the basis of existing Huawei's call platform, realize system supports voice identification and Intelligent inference.IVR system supports traditional IVR answering services and intelligent sound seat answer service.Zhejiang application deployment at present Huawei's call platform version, grade platform release need to be related to and support speech recognition software.
IVR is transformed
Existing IVR flows are transformed, reforming content includes:
1) the related function of integrated intelligent speech recognition, is transformed system main menu, realizes that intelligent sound navigates;
2) transform existing each business subfunction of IVR flows, the information input of increase quotation is supported, realize service account, password, The data such as days support voice and keystroke pattern input;
3) existing IVR flows transfer and routing policy are transformed, supports that queuing number is excessive, or turn phone during transfer failure Move on to intelligent sound seat and carry out response.
Business datum integrates
Intelligent sound identification needs to realize various ways inquiry business system blackout, telegram in reply relevant information, and with every family Number, the related information in electricity consumption address, it is therefore desirable to increase corresponding service system interface, to adapt to IVR and intelligent inference module Interface requirement.It is as follows to obtain business datum:
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 matches somebody with somebody:Cell name, natural village title;
1.2.2 the application of typhoon disaster application scenarios is as shown in Figure 5.
1.IVR intelligent emergent disposal technology effects
For make intelligent emergent disposal come into operation during summer peak meeting, the project from requirement investigation, exploitation design, deployment The preparation reached the standard grade using by anxiety early stage is tested, is just come into operation in August, 2013.
1) bursts of traffic is successfully managed
During summer peak meeting in 2013, center enables IVR intelligence when grasping corresponding regional wide-area failures in time Emergency disposal function, by taking September 10,11 as an example, specific data difference is as follows:
It is as shown in Figure 6 that intelligent emergent disposal enables the situation contrast per hour of front and rear percent of call completed.
From September 10 days, 11 days 9 points start, traffic occur it is abnormal swarms, cause artificial percent of call completed to decline, center is opened in time With intelligent emergent disposal function, percent of call completed is set to recover more than 95% normal condition rapidly.IVR intelligent emergents disposal technology is prominent In the case of sending out traffic big and shoving, the pattern of traditional directly cut-out trunk passage is not only changed, it is artificial significantly improving The information of very first time proactive notification client region while percent of call completed, avoids client and dials repeatedly two caused by hot line Secondary congestion, greatly solve the contradiction of client's demand and seat resource, improve good service level.
2) new services are actively expanded
In traffic peak hours/period, start the application of intelligent sound robot, to waiting in line portions of client, remind client to work as Preceding artificial telephone traffic is busy, leads into " intelligent robot seat " flow, to reduce " artificial registration " cost, realizes " maximum limit Degree, which first picks up, to be come ", allow client perception to substantially reduce traffic demand to " problem is accepted ".Pass through practical application, intelligent robot It is mainly manifested in following three aspects:
First, realizing " flattening " of call menu in terms of ivr menu level, menu complexity, condition and system are reduced Interaction times, business direct arrival rate lifting 5%, while need not plan that the business is in System menu in Added Business Particular problem, extension are easier;
Second, user need not understand Business Name, direct statement demand is whole without understanding the business processing needed The position of menu, user friendly experience lifting more than 5%;
Third, breaking through the limitation more than traditional IVR buttons level, traditional touch-tone IVR calling navigation is from starting to self-service clothes It is about at the end of business 75 seconds, calling navigation-type IVR service durations are about 30 seconds, and interaction duration reduces by 100% or so.

Claims (1)

1. the robot voice method of servicing of the IVR intelligence systems based on 95598 big traffics, it is characterised in that IVR intelligence system System includes voice exchange, IVR system, ARS systems, tts system, Service Database, and voice exchange is connected with IVR system Connect, ARS systems, tts system are connected by MRCP interfaces with described IVR system respectively, Service Database by with WS/ DB interfaces are connected with described IVR system, and described IVR system has carried out following improvement:
1)The related function of IVR system integrated intelligent speech recognition, transforms system main menu, realizes that intelligent sound is led Boat; 2)Transform each business subfunction of existing IVR system flow, the information input of increase quotation is supported, realize service account, password, Days data support voice and keystroke pattern input;
3) existing IVR system flow transfer and routing policy are transformed, supports that queuing number is excessive, or by phone during transfer failure It is transferred to intelligent sound seat and carries out response;
4)Increase operation system interface, to adapt to the interface requirement of IVR system and intelligent inference module;Operation system interface bag Include:A. marketing system:With in every family number, electricity consumption address;B.95598 system:Outage information, telegram in reply information;C.GIS/ battalion matches somebody with somebody:It is small Area's title, natural village title;Above-mentioned robot voice method of servicing traffic it is busy enter intelligent robot voice service, Intelligent robot voice service is divided into business intelligence and accepted and on-line intelligence analysis two major parts;Business intelligence, which is accepted, mainly to be passed through IVR interactive voices meet that customer service is asked;On-line intelligence analysis finds intelligent language in time by the analysis left a message user It is possible that causing the sensitive work order of complaint in sound flow, handled in time;The flow of intelligent robot voice service is such as Under:1. it is busy into intelligent robot voice service in traffic, greeting is reported, user's request is collected, request is identified, is known Not Cheng Gong, rapidly enter operation flow, pass through voice or key-press input family number and inquiry days complete inquiry;After the completion of turn step Suddenly 3.;2. recognition failures, voice message " too fast using mandarin or word speed ", and go to step 3.;3. whether prompting " continues industry Business consulting ", is to go to step 1., no, is gone to step 4.;4. informing that user can carry out tone information, it is to carry out tone information, It is no, terminate dialogue;5. full text transcription text after tone information, carry out automatic or manual screening, send sensitive work order, carry out work order Processing, worksheet finish end;
To existing IVR menu options, expression way is configured in ASR grammers;Intelligent robot voice service is in entree The keyword of single integrated most of common business function, user are gone directly corresponding business work(in main menu by saying keyword Can, realize intelligent navigation;
Most common numeral input in ivr, including Customs Assigned Number, password, ID card No., Query Dates, phone number, biography True number, rechargeable card card number, prepaid card password, bank card number;The input of above-mentioned digital number is carried out using ASR technology Phonetic entry, while key-press input mode is provided;Customs Assigned Number, phone number, fax number, rechargeable card card number use ASR Technology, quoted and be identified in communication process by user, avoid frequent switching key state in communication process;Query Dates make Use phonetic entry;It is related to the information of privacy or information security, continues requirement and inputted using button form, at utmost ensures letter Breath is not revealed in conversing in public.
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