CN105578439A - Incoming call transfer intelligent answering method and system for call transfer platform - Google Patents
Incoming call transfer intelligent answering method and system for call transfer platform Download PDFInfo
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- CN105578439A CN105578439A CN201610047769.8A CN201610047769A CN105578439A CN 105578439 A CN105578439 A CN 105578439A CN 201610047769 A CN201610047769 A CN 201610047769A CN 105578439 A CN105578439 A CN 105578439A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
- H04W4/16—Communication-related supplementary services, e.g. call-transfer or call-hold
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M1/00—Substation equipment, e.g. for use by subscribers
- H04M1/72—Mobile telephones; Cordless telephones, i.e. devices for establishing wireless links to base stations without route selection
- H04M1/724—User interfaces specially adapted for cordless or mobile telephones
- H04M1/72403—User interfaces specially adapted for cordless or mobile telephones with means for local support of applications that increase the functionality
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
- H04M3/4936—Speech interaction details
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/54—Arrangements for diverting calls for one subscriber to another predetermined subscriber
Abstract
The invention provides an incoming call transfer intelligent answering method and system for a call transfer platform. In the method, the call transfer platform performs voice interaction with a calling user, and performs intelligent analysis on an incoming call so as to determine an answering mode. The call transfer platform interacts with the calling user in a corresponding answering mode. Due to application of new technologies like big data, a voice recognition technology, voice synthesis and semantic analysis and so on, the defects of a conventional call transfer platform are overcome, an intelligent prompt voice broadcast function and an IVR intelligent interaction function are added, so that the user experience in voice mailbox can be improved effectively; and a conventional call transfer platform only receiving a message in one way is improved into an intelligent call transfer platform capable of interacting in two ways and performing intelligent communication with the caller, and the system determines intelligently and selects best answering language for the user when the user enters the call transfer platform, so that the user experience is greatly improved.
Description
Technical field
The present invention relates to cell phone incoming call management domain, more specifically, relate to a kind of method and system being applied to the calls transfer intelligent response of call forwarding platform.
Background technology
Call forwarding is a kind of traditional business in mobile communication, when phone cannot be answered or be inconvenient to answer, incoming call can be forwarded to other telephone numbers, call forwarding platform be then by operator or the third party service provider provide can bearing call shift incoming call, accept message, and storage is provided to user, forwards and extract the one service of tone information, voice mail is call forwarding platform that is the most common and that generally use.
Tone information is a kind of communication modes meeting modern's life style, but traditional call forwarding platform faces multiple problem: the first, lacks effective prompting, easily cause user to know and entered call forwarding platform when incoming call, therefore convenient not; The second, lack effective two-way interactive in message process, only can by the unidirectional reception calling message of call forwarding platform, therefore intelligent not, Consumer's Experience is not good.
Summary of the invention
The present invention is intended to solve the problems of the technologies described above at least to a certain extent.
Primary and foremost purpose of the present invention overcomes defect convenient and intelligent not in prior art, provides a kind of method being applied to the calls transfer intelligent response of call forwarding platform of intellectuality, facilitation.
A further object of the present invention is to provide the system being applied to the calls transfer intelligent response of call forwarding platform of a kind of intellectuality, facilitation.
For solving the problems of the technologies described above, technical scheme of the present invention is as follows:
Be applied to a method for the calls transfer intelligent response of call forwarding platform, said method comprising the steps of:
S1: when called subscriber receives incoming call, according to the operation of calling subscriber, the operation of called subscriber or default acknowledgement mechanism, selects whether will send a telegram here call diversion to call forwarding platform;
S2: when incoming call is transferred to call forwarding platform, call forwarding platform plays intelligent prompt sound to calling subscriber;
S3: call forwarding platform and calling subscriber carry out interactive voice, and to incoming call carry out intellectual analysis make answer-mode judge, to incoming call carry out intellectual analysis comprise analysiss of caller mood, caller environmental analysis, keyword monitor and semantic analysis in one or more;
S4: call forwarding platform carries out alternately with corresponding answer-mode and calling party, described answer-mode comprise in caller behavioral guidance pattern, presupposed information all announcement mode and medelling question-answering mode one or more.
Be applied to a system for the calls transfer intelligent response of call forwarding platform, described system comprises:
Intelligent prompt module: generate the prompt tone finally will play for comprehensive much information;
Intelligent sound is analyzed and semantic analysis cloud: be the intelligent analysis system for intelligent sound field provided by third party, and it provides interface to call for other system;
Intelligent sound semantic module: for docking the interface that intelligent sound analysis and semantic analysis cloud provide, the result that high in the clouds returns is processed to high in the clouds transmission processing request, this module carries out exchanges data with intelligent prompt control module, intelligent interaction control module simultaneously, input dialogue speech data, exports speech processes result;
Interactive voice processing module: be responsible for carrying out interactive voice with calling subscriber and processing interaction content, and be responsible for voice data transmission to intelligent interaction control module;
Intelligent interaction control module: the nucleus module being IVR (InteractiveVoiceResponse, interactive voice answering) intelligent interaction function, controls whole IVR intelligent interaction flow process, and coordinates the Data Transmission Controlling relevant to IVR intelligent interaction;
Answer-mode judge module: for receiving the mode decision information from intelligent interaction control module, carry out the selection of answer-mode, and selection result is transferred to intelligent response mode module, select most suitable answer-mode;
Intelligent response mode module: intelligent response mode module comprises various answer-mode information, after have selected current answer-mode by answer-mode judge module, the response interaction mechanism of this pattern is transferred to interactive voice processing module by intelligent response mode module, by interactive voice processing module and caller mutual;
Prompting and interactive information represent module: for showing the interaction results of IVR intelligent interaction to called subscriber.
Compared with prior art, the beneficial effect of technical solution of the present invention is: the invention provides a kind of method being applied to the calls transfer intelligent response of call forwarding platform, call forwarding platform and calling subscriber carry out interactive voice, and carry out intellectual analysis to incoming call and make answer-mode judgement, call forwarding platform carries out with corresponding answer-mode and calling party alternately.The present invention is by the application of the new technologies such as large data, speech recognition technology, phonetic synthesis, semantic analysis, the defect of traditional call forwarding platform is improved, add intelligent prompt sound playing function and IVR intelligent interaction function, can effectively promote voice mail Consumer's Experience, by only can the unidirectional traditional call forwarding platform receiving message be modified into can two-way interactive and the intelligent dialing intelligent call forwarding platform of talking with, and be judged to be that user selects best response language when entering call forwarding platform by system intelligence, substantially improve Consumer's Experience.
The present invention also provides a kind of system being applied to the calls transfer intelligent response of call forwarding platform, and described system is the basis that said method realizes, and described System and method for combines the incoming call intelligent response service achieving intellectuality, facilitation.
Accompanying drawing explanation
Fig. 1 is the flow chart of the method for calls transfer intelligent response for call forwarding platform.
Fig. 2 is the structure chart of the system of the calls transfer intelligent response being applied to call forwarding platform.
Embodiment
Accompanying drawing, only for exemplary illustration, can not be interpreted as the restriction to this patent; Below in conjunction with drawings and Examples, technical scheme of the present invention is described further.
Embodiment 1
As shown in Figure 1, a kind of method being applied to the calls transfer intelligent response of call forwarding platform, is characterized in that, said method comprising the steps of:
S1: when called subscriber receives incoming call, according to the operation of calling subscriber, the operation of called subscriber or default acknowledgement mechanism, selects whether will send a telegram here call diversion to call forwarding platform;
S2: when incoming call is transferred to call forwarding platform, call forwarding platform plays intelligent prompt sound to calling subscriber; Intelligent prompt sound not merely refers to the audio files recorded, and also comprises the dynamic voice generated by speech synthesis technique, is play by the backward calling subscriber of synthesis splicing.
Call forwarding platform plays intelligent prompt sound to calling subscriber, its concrete grammar is: call forwarding platform is comprehensively analyzed much information, the information analyzed comprises: one or more in caller behavior, caller attributes, called behavior, time attribute, according to the prompt tone segment that the Information Selection met is suitable, and prompt tone segment is integrated, form complete prompt tone, play;
Described caller behavior comprises caller and adds up to dial number of times, ring duration;
Described called behavior comprises called current call forwarding type, whether called active on-hook;
Described caller attributes: whether directory number, caller are harassing call to comprise calling and called relation, homing address of calling number, use terminal type, caller sex, caller age, calling number;
Described external attribute comprises whether festivals or holidays, whether called birthday, whether caller birthday, and current is daytime or evening, and called schedule is arranged.
S3: call forwarding platform and calling subscriber carry out interactive voice, and to incoming call carry out intellectual analysis make answer-mode judge, to incoming call carry out intellectual analysis comprise analysiss of caller mood, caller environmental analysis, keyword monitor and semantic analysis in one or more;
Carry out intellectual analysis to incoming call and make answer-mode judgement, its concrete grammar is:
A) caller mood is analyzed: according to multiple dimension Synchronization Analysis such as caller tone, the tone, wording, identifies caller mood and can select most suitable telephone voice and the tone according to caller mood;
B) caller environmental analysis: comprehensively analyze according to caller incoming call background sound or noise, judge environment residing for caller;
C) keyword monitoring: content mentioned in Real-Time Monitoring calling party dialog process, the keyword that called subscriber predicts setting if be referred in calling party dialog process, as study, hospital etc., then answer this incoming call by the mode active warning called subscriber of bright screen, jingle bell or prompt tone;
D) semantic analysis: analyze the implication of calling voice conversation content, extracts key element.
S4: call forwarding platform carries out alternately with corresponding answer-mode and calling party, described answer-mode comprise in caller behavioral guidance pattern, presupposed information all announcement mode and medelling question-answering mode one or more.
Then enter presupposed information all announcement mode when called subscriber has preset scene information, take Guangzhou to South Airways of Pekinese CZ3103 flight as user is provided with 11:00-13:45; Then Dietary behavior question-answering mode is replied when user has been set using medelling question-answering mode.
Described answer-mode is specially:
A) caller behavioral guidance pattern:
When calling subscriber do not recognize engage in the dialogue with intelligent response system time, then enter this pattern and mutual guiding carried out to caller;
Several situation that this pattern is preset and the processing mode of correspondence as shown in table 1:
Table 1
| User is silent | Voice message user please speak |
| User speaks a dialect (identifiable design side's dialect) | Automatically switch to this dialect |
| User speaks a dialect (not identifiable design dialect) | Prompting user speaks Mandarin |
| User says " feeding " | Voice message user please leave a message |
B) presupposed information all announcement mode:
This pattern can send customizing messages to calling subscriber jointly in conjunction with the configuration information of incoming call analysis result and called subscriber, informs the information such as caller called state;
Several situation that this pattern is preset and the processing mode of correspondence as shown in table 2:
Table 2
C) medelling question-answering mode:
Medelling question-answering mode, by a kind of standardized dialogic operation of definition, is putd question to fixed format problem by system to user and calling subscriber is answered and carry out recording and the arrangement such as recording, by called subscriber's reprocessing; Medelling question-answering mode is used for realizing specific purpose, both common scenarios can be used in, as in order put question to: " may I ask you is that position? ", " you are that units? ", " looking for my owner to have what thing? ", " owner is present is inconvenient to receive calls, and woulds you please leave a message to TA.”。Also can be applicable to the fixed mode question and answer of selling the professional scene such as (as real estate's sales, sale of automobile), information consultation (as doctor, lawyer).
In specific implementation process, described method also comprises after intelligent response terminates, the integrated information of showing intelligent response feedback is sent to called, feedback information had both comprised the recording of interactive voice process, also comprise the Comprehensive analysis results of system to interaction content, can to called explanation caller be when, who, what, mood, background noise situation, keyword etc.
The present embodiment provides a kind of method being applied to the calls transfer intelligent response of call forwarding platform, by large data, speech recognition technology, phonetic synthesis, the application of the new technologies such as semantic analysis, the defect of traditional call forwarding platform is improved, add intelligent prompt sound playing function and IVR intelligent interaction function, can effectively promote voice mail Consumer's Experience, by only can the unidirectional traditional call forwarding platform receiving message be modified into can two-way interactive and the intelligent dialing intelligent call forwarding platform of talking with, and be judged to be that user selects best response language when entering call forwarding platform by system intelligence, substantially improve Consumer's Experience.
Embodiment 2
As shown in Figure 2, a kind of system being applied to the calls transfer intelligent response of call forwarding platform, it is characterized in that, described system comprises:
Intelligent prompt control module: generate the prompt tone finally will play for comprehensive much information; This model calling has intelligent prompt module, intelligent prompt module is made up of two submodules and two databases, two submodules are intelligent prompt factor analysis module and intelligent prompt sound generation module respectively, and two databases are intelligent prompt factor database and intelligent prompt content data base respectively.
Intelligent sound is analyzed and semantic analysis cloud (third party cloud platform): be the intelligent analysis system for intelligent sound field provided by third party, and it provides interface to call for other system; System mainly comprises intelligent transcription cloud (ASR), phonetic synthesis cloud (TTS) and semantic analysis cloud (NLP), and functions independently or with collaborative can carry out language data process, forms analysis result.
Intelligent sound semantic module: for docking the interface that intelligent sound analysis and semantic analysis cloud provide, the result that high in the clouds returns is processed to high in the clouds transmission processing request, this module carries out exchanges data with intelligent prompt control module, intelligent interaction control module simultaneously, input dialogue speech data, exports speech processes result.
Intelligent sound semantic module comprises following main submodule: intelligent transcription process, intelligent sound synthesis, intelligent semantic analysis, and each submodule major function such as table 3 shows:
Table 3
| Module name | Major function |
| Intelligence transcription process | Mutual with intelligent transcription cloud, speech conversion is become word |
| Intelligent sound synthesizes | According to word content generate voice content, for calling party dialog |
| Intelligent semantic is analyzed | Analyze cloud interactive cooperation with intelligent semantic, semantic analysis is carried out to voice content |
Interactive voice processing module: be responsible for carrying out interactive voice with calling subscriber and processing interaction content, and be responsible for voice data transmission to intelligent interaction control module; Herein mutual had both comprised one-way interaction and had also comprised two-way interactive, when to calling subscriber's playing alert tones or when playing called presupposed information to caller, was one-way interaction, when starting then can to carry out two-way interactive when carrying out intelligent interaction dialogue.
Intelligent interaction control module: the nucleus module being IVR (InteractiveVoiceResponse, interactive voice answering) intelligent interaction function, controls whole IVR intelligent interaction flow process, and coordinates the Data Transmission Controlling relevant to IVR intelligent interaction; Mainly comprise: receive the interactive voice data of interactive voice processing module, to intelligent sound semantic module transferring voice interaction data and receive intelligent sound semantic module result, to judge information to answer-mode judge module transmission mode, by response feedback content and transfer to prompting and interactive information represents module and then to called transmission etc.
Answer-mode judge module: for receiving the mode decision information from intelligent interaction control module, carry out the selection of answer-mode, and selection result is transferred to intelligent response mode module, select most suitable answer-mode;
Intelligent response mode module: IVR intelligent interactive system comprises multiple answer-mode, intelligent response mode module comprises various answer-mode information, after have selected current answer-mode by answer-mode judge module, the response interaction mechanism of this pattern is transferred to interactive voice processing module by intelligent response mode module, by interactive voice processing module and caller mutual; In described answer-mode judge module, answer-mode comprise in caller behavioral guidance pattern, presupposed information all announcement mode and medelling question-answering mode one or more.Answer-mode storehouse possesses good autgmentability, and future can increase more answer-mode according to the actual demand of calling and called user.
Prompting and interactive information represent module: for showing the interaction results of IVR intelligent interaction to called subscriber.Intelligent sound semantic module and intelligent sound analysis and semantic analysis cloud is collaborative processes data content, produce final feedback information item, feedback information item mainly to called explanation be when, who, what etc.First feedback information item transfers to intelligent interaction control module, and transfers to prompting by intelligent interaction control module and represent module with interactive information, is represented module shown to called subscriber by prompting and interactive information.
The present embodiment provides a kind of system being applied to the calls transfer intelligent response of call forwarding platform, and described system is the basis that said method realizes, and described System and method for combines the incoming call intelligent response service achieving intellectuality, facilitation.
Obviously, the above embodiment of the present invention is only for example of the present invention is clearly described, and is not the restriction to embodiments of the present invention.For those of ordinary skill in the field, can also make other changes in different forms on the basis of the above description.Here exhaustive without the need to also giving all execution modes.All any amendments done within the spirit and principles in the present invention, equivalent to replace and improvement etc., within the protection range that all should be included in the claims in the present invention.
Claims (10)
1. be applied to a method for the calls transfer intelligent response of call forwarding platform, it is characterized in that, said method comprising the steps of:
S1: when called subscriber receives incoming call, according to the operation of calling subscriber, the operation of called subscriber or default acknowledgement mechanism, selects whether will send a telegram here call diversion to call forwarding platform;
S2: when incoming call is transferred to call forwarding platform, call forwarding platform plays intelligent prompt sound to calling subscriber;
S3: call forwarding platform and calling subscriber carry out interactive voice, and to incoming call carry out intellectual analysis make answer-mode judge, to incoming call carry out intellectual analysis comprise analysiss of caller mood, caller environmental analysis, keyword monitor and semantic analysis in one or more;
S4: call forwarding platform carries out alternately with corresponding answer-mode and calling party, described answer-mode comprise in caller behavioral guidance pattern, presupposed information all announcement mode and medelling question-answering mode one or more.
2. the method being applied to the calls transfer intelligent response of call forwarding platform according to claim 1, it is characterized in that, in step S2, call forwarding platform plays intelligent prompt sound to calling subscriber, its concrete grammar is: call forwarding platform is comprehensively analyzed much information, the information analyzed comprises: one or more in caller behavior, caller attributes, called behavior, time attribute, according to the prompt tone segment that the Information Selection met is suitable, and prompt tone segment is integrated, form complete prompt tone, play;
Described caller behavior comprises caller and adds up to dial number of times, ring duration;
Described called behavior comprises called current call forwarding type, whether called active on-hook;
Described caller attributes: whether directory number, caller are harassing call to comprise calling and called relation, homing address of calling number, use terminal type, caller sex, caller age, calling number;
Described external attribute comprises whether festivals or holidays, whether called birthday, whether caller birthday, and current is daytime or evening, and called schedule is arranged.
3. the method being applied to the calls transfer intelligent response of call forwarding platform according to claim 1, is characterized in that, in step S3, carry out intellectual analysis to incoming call and make answer-mode judgement, its concrete grammar is:
A) caller mood is analyzed: according to multiple dimension Synchronization Analysis such as caller tone, the tone, wording, identifies caller mood and can select most suitable telephone voice and the tone according to caller mood;
B) caller environmental analysis: comprehensively analyze according to caller incoming call background sound or noise, judge environment residing for caller;
C) keyword monitoring: content mentioned in Real-Time Monitoring calling party dialog process, if be referred to the keyword that called subscriber predicts setting in calling party dialog process, then answers this incoming call by the mode active warning called subscriber of bright screen, jingle bell or prompt tone;
D) semantic analysis: analyze the implication of calling voice conversation content, extracts key element.
4. the method for the incoming call intelligent response based on intelligent terminal according to claim 1, is characterized in that, in step S4, described answer-mode is specially:
A) caller behavioral guidance pattern:
When calling subscriber do not recognize engage in the dialogue with intelligent response system time, then enter this pattern and mutual guiding carried out to caller;
B) presupposed information all announcement mode:
This pattern can send customizing messages to calling subscriber jointly in conjunction with the configuration information of incoming call analysis result and called subscriber, informs the information such as caller called state;
C) medelling question-answering mode:
Medelling question-answering mode, by a kind of standardized dialogic operation of definition, is putd question to fixed format problem by system to user and calling subscriber is answered and carry out recording and the arrangement such as recording, by called subscriber's reprocessing.
5. the method for the incoming call intelligent response based on intelligent terminal according to claim 1, it is characterized in that, described method also comprises after intelligent response terminates, the integrated information of showing intelligent response feedback is sent to called, feedback information had both comprised the recording of interactive voice process, also comprised the Comprehensive analysis results of system to interaction content.
6. be applied to a system for the calls transfer intelligent response of call forwarding platform, it is characterized in that, described system comprises:
Intelligent prompt module: generate the prompt tone finally will play for comprehensive much information;
Intelligent sound is analyzed and semantic analysis cloud: be the intelligent analysis system for intelligent sound field provided by third party, and it provides interface to call for other system;
Intelligent sound semantic module: for docking the interface that intelligent sound analysis and semantic analysis cloud provide, the result that high in the clouds returns is processed to high in the clouds transmission processing request, this module carries out exchanges data with intelligent prompt control module, intelligent interaction control module simultaneously, input dialogue speech data, exports speech processes result;
Interactive voice processing module: be responsible for carrying out interactive voice with calling subscriber and processing interaction content, and be responsible for voice data transmission to intelligent interaction control module;
Intelligent interaction control module: control whole IVR intelligent interaction flow process, and coordinate the Data Transmission Controlling relevant to IVR intelligent interaction;
Answer-mode judge module: for receiving the mode decision information from intelligent interaction control module, carry out the selection of answer-mode, and selection result is transferred to intelligent response mode module, select most suitable answer-mode;
Intelligent response mode module: intelligent response mode module comprises various answer-mode information, after have selected current answer-mode by answer-mode judge module, the response interaction mechanism of this pattern is transferred to interactive voice processing module by intelligent response mode module, by interactive voice processing module and caller mutual;
Prompting and interactive information represent module: for showing the interaction results of IVR intelligent interaction to called subscriber.
7. the system being applied to the calls transfer intelligent response of call forwarding platform according to claim 6, it is characterized in that, described intelligent prompt mould is connected with intelligent prompt module, intelligent prompt module is made up of two submodules and two databases, two submodules are intelligent prompt factor analysis module and intelligent prompt sound generation module respectively, and two databases are intelligent prompt factor database and intelligent prompt content data base respectively.
8. be applied to the system of the calls transfer intelligent response of call forwarding platform according to claim 6, it is characterized in that, described intelligent sound analysis and semantic analysis cloud comprise intelligent transcription cloud, phonetic synthesis cloud and semantic analysis cloud, functions is independent or carry out language data process with collaborative, forms analysis result.
9. be applied to the system of the calls transfer intelligent response of call forwarding platform according to claim 8, it is characterized in that, described intelligent sound semantic module comprises following main submodule: intelligent transcription process, intelligent sound synthesis, intelligent semantic analysis, speech conversion alternately, is become word by intelligence transcription process submodule and intelligent transcription cloud; Intelligent sound synthon module generates voice content according to word content, for calling party dialog; Intelligent semantic analyzes submodule and intelligent semantic analyzes cloud interactive cooperation, carries out semantic analysis to voice content.
10. be applied to the system of the calls transfer intelligent response of call forwarding platform according to claim 6, it is characterized in that, in described answer-mode judge module, answer-mode comprise in caller behavioral guidance pattern, presupposed information all announcement mode and medelling question-answering mode one or more.
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Application publication date: 20160511 |