CN109327609A - Incoming call Intelligent treatment method and system based on handset call transfer and wechat, public platform or small routine - Google Patents
Incoming call Intelligent treatment method and system based on handset call transfer and wechat, public platform or small routine Download PDFInfo
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- CN109327609A CN109327609A CN201811065569.0A CN201811065569A CN109327609A CN 109327609 A CN109327609 A CN 109327609A CN 201811065569 A CN201811065569 A CN 201811065569A CN 109327609 A CN109327609 A CN 109327609A
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- 238000000034 method Methods 0.000 title claims description 16
- 238000012546 transfer Methods 0.000 title claims description 14
- 230000004044 response Effects 0.000 claims abstract description 16
- 238000013518 transcription Methods 0.000 claims abstract description 15
- 230000035897 transcription Effects 0.000 claims abstract description 15
- 238000003672 processing method Methods 0.000 claims abstract description 12
- 238000012545 processing Methods 0.000 claims description 9
- 238000003058 natural language processing Methods 0.000 claims description 7
- 238000010801 machine learning Methods 0.000 claims description 4
- 238000004590 computer program Methods 0.000 claims 2
- 230000001351 cycling effect Effects 0.000 claims 1
- 230000003252 repetitive effect Effects 0.000 claims 1
- 230000000694 effects Effects 0.000 abstract description 2
- 230000006870 function Effects 0.000 description 8
- 230000003993 interaction Effects 0.000 description 4
- 230000002159 abnormal effect Effects 0.000 description 3
- 230000005540 biological transmission Effects 0.000 description 3
- 239000011159 matrix material Substances 0.000 description 3
- 238000004458 analytical method Methods 0.000 description 1
- 230000009286 beneficial effect Effects 0.000 description 1
- 238000007405 data analysis Methods 0.000 description 1
- 230000007547 defect Effects 0.000 description 1
- 235000013399 edible fruits Nutrition 0.000 description 1
- 235000013305 food Nutrition 0.000 description 1
- 244000144980 herd Species 0.000 description 1
- 230000009191 jumping Effects 0.000 description 1
- 230000008450 motivation Effects 0.000 description 1
- 230000002265 prevention Effects 0.000 description 1
- 230000007115 recruitment Effects 0.000 description 1
- 238000006467 substitution reaction Methods 0.000 description 1
- 238000012360 testing method Methods 0.000 description 1
Classifications
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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
- H04M1/72484—User interfaces specially adapted for cordless or mobile telephones wherein functions are triggered by incoming communication events
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F40/00—Handling natural language data
- G06F40/30—Semantic analysis
-
- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/26—Speech to text systems
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
- H04L51/046—Interoperability with other network applications or services
-
- 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
- H04M1/7243—User interfaces specially adapted for cordless or mobile telephones with means for local support of applications that increase the functionality with interactive means for internal management of messages
- H04M1/72433—User interfaces specially adapted for cordless or mobile telephones with means for local support of applications that increase the functionality with interactive means for internal management of messages for voice messaging, e.g. dictaphones
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- Engineering & Computer Science (AREA)
- Computer Networks & Wireless Communication (AREA)
- Signal Processing (AREA)
- Human Computer Interaction (AREA)
- Theoretical Computer Science (AREA)
- Computational Linguistics (AREA)
- Health & Medical Sciences (AREA)
- Audiology, Speech & Language Pathology (AREA)
- Physics & Mathematics (AREA)
- Acoustics & Sound (AREA)
- Artificial Intelligence (AREA)
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- General Engineering & Computer Science (AREA)
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- Business, Economics & Management (AREA)
- General Business, Economics & Management (AREA)
- Telephonic Communication Services (AREA)
Abstract
The present invention provides a kind of incoming call intelligent processing method and systems, comprising: dialog context is transferred to voice server from carrier server in the form of Media Stream；The dialog context of Media Stream form is parsed；By the speech transcription in Media Stream at text formatting；The content of text formatting is analyzed, semantic results are obtained；Node is carried out according to semantic results and logic of propositions to jump, and response result instruction is transferred to voice server；Voice server is transferred to carrier server according to response result instructions query to corresponding voice document, the voice document, and the voice document is played to user terminal by carrier server, realizes answer of the robot to user.Phone of the invention, which is missed, evades effect up to 99% or more, user can discriminate whether to call back under 85% above situation, and can cover 60% or more substantially common scene, and the efficiency can with intelligent customer service logic used in the present invention gradually enrich and be promoted.
Description
Technical field
The present invention relates to the incoming call Intelligent treatment method based on handset call transfer and wechat, public platform or small routine and it is
System.
Technical background
Currently, realizing that the mode of call forwarding perhaps needs to buy hardware device or needs to realize that calling turns with APP
It moves, the defect of these implementations includes:
1) process is complicated,
2) higher cost,
3) user can only realize call forwarding, have a single function, and cannot make feedback processing to incoming call, cannot intuitively reflect
Which calling is emphasis, those callings are to swindle either to harass, and there is no realize what help user reduced the heavy burdens for call forwarding
Function.
Summary of the invention
According to an aspect of the invention, there is provided a kind of incoming call intelligent processing method, characterized by comprising:
A) after closing of the circuit, dialog context is transferred to voice service from carrier server in the form of Media Stream
Device,
B) dialog context of the form of Media Stream is parsed, is split and is mentioned including the data to Media Stream
It takes, obtains valid data,
C) by the speech transcription in the data of Media Stream at the content of text formatting,
D) content of incoming text formatting is analyzed, obtains semantic results,
E node) is carried out according to semantic results and logic of propositions to jump, and response result instruction is transferred to voice service
Device,
F) by voice server according to the response result instructions query received to corresponding voice document, and by the voice text
Part is transferred to carrier server, so that the voice document is played to user terminal by carrier server, to realize machine
Answer of the people to user.According to another aspect of the present invention, a kind of incoming call intelligent processing system is provided, it is characterised in that packet
It includes:
Voice server, for after closing of the circuit receive sent by carrier server, in a manner of Media Stream
The dialog context of transmission,
With intelligent assistant's system, the dialog context for the form to Media Stream is parsed, including to Media Stream
Data split and extracted, obtain valid data,
Speech transcription system, for the speech transcription in the data by Media Stream at the content of text formatting,
Semantic parsing system is analyzed for the content to the text formatting, obtains semantic results,
Dialog logic control system is jumped for carrying out node according to semantic results and logic of propositions, and by response result
Instruction is transferred to voice server,
Wherein, voice server according to the response result instructions query received to corresponding voice document, and by the voice
File is transferred to carrier server, so that the voice document is played to user terminal by carrier server, to realize machine
Answer of the device people to user.
Detailed description of the invention
Fig. 1 is default dialog logic flow chart according to the present invention.
Fig. 2 shows the example that node according to the present invention jumps.
Specific embodiment
The object of the present invention is to provide a kind of incoming call intelligence shifted based on wechat (public platform, small routine) and handset call
Processing method and system, to overcome the drawbacks described above of the prior art；The present inventor proposes that motivation of the invention also includes simultaneously
The considerations of to following realistic problem:
(1) loss caused by missing because of important phone is avoided
In some special circumstances, such as in the momentous conference and aircraft flight or area bad in signal, user can not
It normally receives calls, may will miss some important phones and cause some unnecessary losses, especially to some commercial people
Scholar very perplexs.
(2) decision is provided the user in the case where user should call back the strange phone hesitation that do not answer or not to help
In life, due to various reasons, user in face of would generally hanging back when not receiving calls for strange number should not
Clawback, and/or can not determine whether harass or fraudulent call.
(3) prevention is made nuisance calls and is swindled
It is shown according to big data analysis, for Barassment preventing telephone number mark total amount in 2017 up to 12.77 hundred million times, type is main
It is divided into 7 major class: doubtful swindle, harassing call, express delivery food, intermediary, distribution, recruitment hunter and taxi driver.Wherein " harassing and wrecking
Phone " is still the most type of user's mark, accounting 25.42%." doubtful swindle " accounting is 10.74%.
In terms of the area distribution of harassing call, developed area and province are highest priorities.Transfer to harassing call amount
Most cities TOP10 are respectively as follows: Beijing, Guangzhou, Shanghai, Shenzhen, Chongqing, Wuhan, Hangzhou, Suzhou, Chengdu and Tianjin.Wherein
Beijing transfers to harassing call amount highest, and accounting 21.62%, followed by Guangzhou and Shanghai, accounting is respectively 13.5% He
13.48%.
Above data, which reflects, to be made nuisance calls and swindles serious, and the elderly especially severely afflicated area repeated old man in the past
The event be deceived not only makes victim and its relatives suffer from strike in property and psychologically, has also encouraged crime, poisoned society
It can air.
The present invention using wechat public platform and small routine as the carrier of data interaction, integrated speech identification and natural language
Processing technique, and dialog process logic according to the present invention is merged, realize the Intelligent treatment to missed call in special circumstances.
According to an aspect of the present invention, above-mentioned purpose adopts the following technical solutions realization:
The present invention provides a kind of function that call forwarding and intelligent response are realized by public platform and small routine, including backstage
System and public platform or small routine system:
Public platform or small routine are paid close attention to, phone number (needing to verify) and the pet name are filled in homepage and produces one
Intelligent assistant's number is clicked and replicates intelligent assistant's number, can arrive in mobile phone setting and open call forwarding function, fill in the intelligence
Energy assistant's number, that is, complete registering process.
The method for opening the mobile forwarding function of mobile phone can open call forwarding function there are two types of method:
1. mobile phone is arranged: iPhone mobile phone-setting-> phone-> call forwarding-> customized-> filling " assistant number
Code ".Android phone-setting-> wireless and network-> call forwarding-> filling " assistant's number ".(different Android mobile phones
Call forwarding setting is different, is arranged according to own situation)
2. making a phone call affiliated operator according to mobile phone, transfer dialing numbers are opened:
When making a phone call as movement, connection cell-phone number:
" transfer on no reply " dials " * * 61*01053170097*10*60# ", and " cancellation " dials " ##61# "；
" no signal transfer " dials " * * 62*01053170097# ", and " cancellation " dials " ##62# "；
" calling forward on busy " dials " * * 67*01053170097# ", and " cancellation " dials " ##067# "；
" cancelling all-calls transfer setting " dials " ##002# ".
When making a phone call as telecommunication handset:
" transfer on no reply " dials " * 9201053170097 ", and " cancellation " dials " * 920 "；
" no signal transfer " dials " * 6801053170097 ", and " cancellation " dials " * 680 "；
" calling forward on busy " dials " * 9001053170097 ", and " cancellation " dials " * 900 "；
" cancelling all-calls transfer setting " dials " * 730 ".
So far, call forwarding function has been carried out.
When herd number (loCal number) can not incoming call answering or when not having incoming call answering in time, incoming call will go to " intelligence
Substitution registration user is carried out voice dialogue by energy assistant number ", intelligent assistant, wherein intelligent assistant patrols according to preset dialogue
Volume judge, guide and the main purpose of recording incoming person, and call-information is stored in the ticket interface of public platform or small routine,
Including call essential information and calling record, note is presented to dialogic operation except two-party conversation content is also changed into text by this in real time
Volume user.One notice is pushed in real time in a manner of the push of wechat public platform message, short message and/or mail etc. in end of conversation
To registration user.
Except above-mentioned basic function, incoming call intelligent processing method according to an embodiment of the invention and system can also be called
Third party's number mark system inquires incoming number, and number annotation results are shown in ticket.
Fig. 1 is default dialog logic flow chart according to the present invention.As shown in Figure 1, default dialogue according to the present invention is patrolled
Collecting module includes:
(1) incoming call intelligent processing method according to the present invention and system are realized in such a way that trigger-type node jumps to dialogue
The control of process, each time human-computer interaction correspond to the movement that primary system node jumps.
(2) node divides main line node and abnormal nodes (i.e. FAQ (Frequently Asked Questions) FAQs
Answer, the node that main line node, that is, robot passes through the dialogue purpose of being obtained information.Abnormal nodes are directed to some exceptions and ask
The response and processing of topic.
(3) for default after processing abnormal nodes problem terminates, processing logic gives back corresponding main line node, from
And realize the control and guidance to human-computer interaction dialogue direction.
(4) node triggering mode includes: keyword triggering, semantic matches triggering (NLP), time trigger Three models.
The module 1. dialog information circulates
(1) after closing of the circuit, the content of call is transferred to language of the invention by carrier server in a manner of Media Stream
Sound server.
(2) intelligent assistant's system parses Media Stream, including operator's media stream data is split and extracted,
Valid data are obtained, and give speech transcription system (ASR) the media flow transmission after parsing.
(3) speech transcription system by the speech transcription in Media Stream at text formatting content (e.g., including by voice lattice
Formula transcription is at text formatting, for example Media Stream is to be transmitted with phonetic matrix " who are you ", and system is by its transcription at text lattice
Formula), and semantic parsing system (NLP) will be given at the content transmission of text formatting.
(4) semantic parsing system the content of incoming text formatting is analyzed (for example including by machine learning and
Natural language processing technique analyzes text intention to be expressed), semantic results are obtained, and this semantic results is transferred to
Dialog logic control system.
(5) dialog logic control system carries out node according to semantic results and logic of propositions and jumps, while by response result
Instruction (dialogue object command) is transferred to voice server.
(6) voice server is passed according to the response result instructions query received to corresponding voice document, and by this document
It is defeated by carrier server.
(7) voice document is played to user terminal by carrier server, to realize answer of the robot to user.
(8) human-computer dialogue interaction is realized in circulation process (1)-(7).
Relevant operation illustrates:
Media Stream parsing: being split operator's media stream data and extracted, and valid data are obtained.
Speech transcription: by phonetic matrix transcription at text formatting.For example Media Stream is to transmit that " you are with phonetic matrix
Who ", system is by its transcription at text formatting.
Semantic analysis: by machine learning and natural language processing technique, text intention to be expressed is analyzed.
According to one embodiment of present invention, the node is jumped including jumping according to the triggering of default dialog logic module.
Fig. 2 shows the example that node according to the present invention jumps, in form similar to simplest caller message process.
The beneficial effect comprise that by every test:
(1) aspect is missed in phone, the solution that the present inventor proposes is avoiding important phone from missing aspect, evading effect
Fruit is up to 99% or more.
(2) in the case where aid decision making is in the strange clawback problem not received calls 85% or more, user can root
According in ticket conversation content and number mark discriminate whether to call back.
(3) preventing from making nuisance calls and the field of fraudulent call, the system can cover 60% or more it is substantially common
Scene, and the efficiency can be promoted with gradually enriching for intelligent customer service logic used in the present invention.
Claims (9)
1. intelligent processing method of sending a telegram here, characterized by comprising:
A) after closing of the circuit, dialog context is transferred to voice server from carrier server in the form of Media Stream,
B) dialog context of the form of Media Stream is parsed, is split and is extracted including the data to Media Stream,
Obtain valid data,
C) by the speech transcription in the data of Media Stream at the content of text formatting,
D) content of incoming text formatting is analyzed, obtains semantic results,
E node) is carried out according to semantic results and logic of propositions to jump, and response result instruction is transferred to voice server,
F it) is passed according to the response result instructions query received to corresponding voice document, and by the voice document by voice server
It is defeated by carrier server, so that the voice document is played to user terminal by carrier server, to realize robot pair
The answer of user.
2. incoming call intelligent processing method according to claim 1, it is characterised in that further comprise:
To each related content in semantic results, repetitive cycling step E)-F).
3. incoming call intelligent processing method according to claim 1, it is characterised in that further comprise:
The incoming call intelligent processing method is based on handset call transfer and wechat, public platform or small routine.
4. incoming call intelligent processing method described in one of -3 according to claim 1, it is characterised in that the step D) include:
By machine learning and natural language processing technique, the content intention to be expressed of text formatting is analyzed.
5. be stored with the storage medium of computer program, the computer program can make processor execute according to claim 1-4 it
Incoming call intelligent processing method described in one.
6. intelligent processing system of sending a telegram here, characterized by comprising:
Voice server, for received after closing of the circuit it is being sent by carrier server, transmitted in a manner of Media Stream
Dialog context,
With intelligent assistant's system, the dialog context for the form to Media Stream is parsed, including the number to Media Stream
According to being split and being extracted, valid data are obtained,
Speech transcription system, for the speech transcription in the data by Media Stream at the content of text formatting,
Semantic parsing system is analyzed for the content to the text formatting, obtains semantic results,
Dialog logic control system jumps for carrying out node according to semantic results and logic of propositions, and response result is instructed
Voice server is transferred to,
Wherein, voice server according to the response result instructions query received to corresponding voice document, and by the voice document
It is transferred to carrier server, so that the voice document is played to user terminal by carrier server, to realize robot
Answer to user.
7. incoming call intelligent processing method according to claim 6, it is characterised in that further comprise:
Dialog logic control system be used for according in semantic results each related content and logic of propositions carry out node jump,
And the response result instruction for this related content is transferred to voice server,
Voice server is used for according to the response result instructions query for this related content received to corresponding voice text
Part, and the voice document is transferred to carrier server, so that the voice document is played to user by carrier server
End, to realize answer of the robot to user.
8. incoming call intelligent processing system according to claim 7, it is characterised in that further comprise:
The incoming call intelligent processing system is based on handset call transfer and wechat, public platform or small routine.
9. the incoming call intelligent processing system according to one of claim 6-8, it is characterised in that:
Semantic parsing system is used to analyze the wanted table of content of text formatting by machine learning and natural language processing technique
The intention reached.
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201811065569.0A CN109327609A (en) | 2018-09-13 | 2018-09-13 | Incoming call Intelligent treatment method and system based on handset call transfer and wechat, public platform or small routine |
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| CN201811065569.0A CN109327609A (en) | 2018-09-13 | 2018-09-13 | Incoming call Intelligent treatment method and system based on handset call transfer and wechat, public platform or small routine |
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Cited By (8)
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| CN110046242A (en) * | 2019-04-22 | 2019-07-23 | 北京六行君通信息科技股份有限公司 | A kind of automatic answering device and method |
| CN110278326A (en) * | 2019-06-11 | 2019-09-24 | 浙江百应科技有限公司 | A kind of telephone receiving method and system based on intelligent sound |
| CN110839083A (en) * | 2019-11-19 | 2020-02-25 | 北京天润融通科技股份有限公司 | Call bill pushing method and device |
| CN111131621A (en) * | 2019-12-31 | 2020-05-08 | 北京金山安全软件有限公司 | Incoming call processing method and device, electronic equipment and storage medium |
| CN111212189A (en) * | 2020-01-14 | 2020-05-29 | 中电智恒信息科技服务有限公司 | Intelligent outbound system based on mobile phone terminal |
| CN112800199A (en) * | 2021-01-20 | 2021-05-14 | 广州佰锐网络科技有限公司 | Method and system for supporting dynamic flexible configuration of verbal text content |
| CN114598777A (en) * | 2022-02-25 | 2022-06-07 | 马上消费金融股份有限公司 | Intention detection method, device, electronic equipment and storage medium |
| CN114979386A (en) * | 2022-05-20 | 2022-08-30 | 上海华客信息科技有限公司 | Applet voice communication method, device, electronic equipment and storage medium |
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Application publication date: 20190212 |