CN109348077A - A kind of telephone system and application method manually switched with robot - Google Patents
A kind of telephone system and application method manually switched with robot Download PDFInfo
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- CN109348077A CN109348077A CN201811407307.8A CN201811407307A CN109348077A CN 109348077 A CN109348077 A CN 109348077A CN 201811407307 A CN201811407307 A CN 201811407307A CN 109348077 A CN109348077 A CN 109348077A
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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
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
-
- 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
-
- 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
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5183—Call or contact centers with computer-telephony arrangements
- H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
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- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Human Computer Interaction (AREA)
- Telephonic Communication Services (AREA)
Abstract
The present invention relates to instant messaging technical fields, disclose a kind of telephone system manually switched with robot, including module, human interface's module and switching module are answered by creation task module, dialing module, speech recognition module, robot.The present invention has many advantages, such as robot high-efficient, in stable condition, at low cost, and electric pin personnel have the advantages that the advantages of strong flexibility, the two combines, work compound.The opening remarks for carrying out auto dialing by robot, playing call, are simply linked up with client.If client relatively has intention, the problem of some complexity is proposed and robot can not solve constantly, electric pin personnel can actively intervene, and communicate with client instead of robot.Simply, duplicate work is done by robot, and work flexibly, complicated is cooperateed with by people, greatly reduces the working strength of electric pin personnel in this way, while having good communication quality again to key customer.
Description
Technical field
The present invention relates to instant messaging technical field, more particularly to it is a kind of manually with the telephone system of robot switching and
Application method.
Background technique
Intelligent sound robot converts speech into text by speech recognition engine (ASR), reuses keyword match
Or self-built natural language processing engine (NLP) fully understands that user is intended to, and is closed with true man's recording of emotional culture and automatic speech
It converses at (TTS) and client, so that enterprise be helped to carry out scale marketing, achievees the purpose that high frequency zone intention client.
Chinese patent CN201711382818.4 discloses a kind of service calls speed dial method and system, Neng Goutong
The mode fast browsing of picture and text is crossed to the corresponding information on services project data of the service calls, so as to where quickly know selection
A key listens to the information for wanting to know, without waiting for the voice broadcast of service calls server-side from the beginning to the end, greatlys save
Time.
However it is above-mentioned make a phone call method be difficult to as the electric pin personnel of a business consummation understand guidance, persuade
Client can only carry out some simple dialogues, when client needs to propose complex problem or demand, existing telephone set
The advantage of the flexibility of people and robot can not be combined together by device people.
Summary of the invention
The present invention is inflexible for phone customer service robot in the prior art, can not combine the understandability of electric pin personnel
The shortcomings that, provide a kind of telephone system and application method manually switched with robot.
In order to solve the above-mentioned technical problem, the present invention is addressed by following technical proposals.
A kind of telephone system manually switched with robot, including creation task module, dialing module, speech recognition
Module, human interface's module and switching module are answered by module, robot:
Task module is created, creation call task is carried out according to the customer phone information of input；
Then closing of the circuit module obtains client's call voice data for obtaining customer phone information and making a phone call；
Speech recognition module is used for according to client's call voice data conversion into lteral data；
Module is answered by robot, answers voice document for storing, and carry out to voice document is answered according to lteral data
Matching searches corresponding answer voice document and is sent to client terminal；
Human interface's monitoring module is used to obtain the lteral data of robot and client's dialogue, and generates conversations list in real time
Interface monitors operator；
Switching module answers module and manual telephone system access for switching robot.
Preferably, closing of the circuit module includes:
Introduce content element, for play record introduce content voice document；
Voice acquisition unit, for obtaining client's call voice data.
Preferably, robot answer module includes:
Storage element for storing the answer voice document and corresponding word content that record, and generates answer voice
File list corresponding with word content；
Matching unit for lteral data to be extracted one or more keywords, and keyword is searched in list
The matched word content of rope, such as searches out matched word content, and by the word content, corresponding answer voice is literary in lists
Part extracts；Failure is such as found, then sends and finds failed message to human interface's module.
The answer voice document of extraction is sent to client terminal by transmission unit.
Preferably, human interface's module includes:
Message reception units answer the message data of module for receiving speech recognition module and robot；
Conversations list unit, obtains according to time sequencing, generates conversations list；
Message registration unit stores the corresponding conversations list of each phone.
Preferably, switching module includes:
Robot turns artificial unit, is converted into and manually talks with for talking with client with robot；
Manually turn robot cell, for client and artificial dialogue to be converted into talking with robot.
A kind of application method of the telephone system manually switched with robot, includes the following steps:
(1) sound bank is set: storing a plurality of answer voice, is formed simultaneously and answers the corresponding word content of voice document, it is raw
At the list corresponding with word content of answer voice document；
(2) it creates call task and dials: creation call task being carried out according to the customer phone information of input, and according to logical
Words task list sequence dials；
(3) robot is answered:
1. client enters call after connecting, the call voice data of client are obtained；
2. client's call voice data conversion is extracted the keyword in lteral data at lteral data；
3. keyword is searched in sound bank, matched lteral data is such as searched out, in lists by the lteral data
Corresponding answer voice document extracts；Failure is such as found, then is entered in next step；
(4) switch artificial state: phone is converted by manually accessing, until end of conversation.
(5) circulation is dialed: return step (2) continues the telephone number dialed in call task, until completing task.
Preferably, further including that content voice document is introduced in robot broadcasting between step (2) and step (3).
The present invention is due to using above technical scheme, with significant technical effect: robot is had effect by the present invention
The advantages that rate is high, in stable condition, at low cost, electric pin personnel have the advantages that the advantages of strong flexibility, the two combines, collaboration
Operation.The opening remarks for carrying out auto dialing by robot, playing call, are simply linked up with client.If client compares
It has intention, proposes the problem of some complexity and robot can not solve constantly, electric pin personnel can actively intervene, instead of machine
People communicates with client.Robot is restored to automatic call mode again after having linked up, and dials, converses to next client.
Simply, duplicate work is done by robot, and work flexibly, complicated is cooperateed with by people, greatly reduces electric pin personnel's in this way
Working strength, while there is good communication quality again to key customer.
Detailed description of the invention
Fig. 1 is the flow diagram of a kind of telephone system manually switched with robot and application method of the invention；
Fig. 2 is a kind of structural schematic diagram of telephone system manually switched with robot of the invention；
Fig. 3 is the structural schematic diagram of closing of the circuit module in a kind of telephone system manually switched with robot of the invention；
Fig. 4 is the structural representation that module is answered by robot in a kind of telephone system manually switched with robot of the invention
Figure；
Fig. 5 is the structural schematic diagram of human interface's module in a kind of telephone system manually switched with robot of the invention；
Fig. 6 is the structural schematic diagram of switching module in a kind of telephone system manually switched with robot of the invention.
Specific embodiment
Present invention is further described in detail with embodiment with reference to the accompanying drawing.
Embodiment 1
As shown in Figures 1 to 6, a kind of telephone system manually switched with robot, including creation task module, phone are dialled
Module, human interface's module and switching module are answered by number module, speech recognition module, robot:
Task module is created, creation call task is carried out according to the customer phone information of input；
Then closing of the circuit module obtains client's call voice data for obtaining customer phone information and making a phone call；
Speech recognition module is used for according to client's call voice data conversion into lteral data；
Module is answered by robot, answers voice document for storing, and carry out to voice document is answered according to lteral data
Matching searches corresponding answer voice document and is sent to client terminal；
Human interface's monitoring module is used to obtain the lteral data of robot and client's dialogue, and generates conversations list in real time
Interface monitors operator；
Switching module answers module and manual telephone system access for switching robot.
Closing of the circuit module includes:
Introduce content element, for play record introduce content voice document；
Voice acquisition unit, for obtaining client's call voice data.
Module is answered by robot
Storage element for storing the answer voice document and corresponding word content that record, and generates answer voice
File list corresponding with word content；
Matching unit for lteral data to be extracted one or more keywords, and keyword is searched in list
The matched word content of rope, such as searches out matched word content, and by the word content, corresponding answer voice is literary in lists
Part extracts；Failure is such as found, then sends and finds failed message to human interface's module.
The answer voice document of extraction is sent to client terminal by transmission unit.
Switching module includes:
Robot turns artificial unit, is converted into and manually talks with for talking with client with robot；
Manually turn robot cell, for client and artificial dialogue to be converted into talking with robot.
A kind of application method of the telephone system manually switched with robot, includes the following steps:
(1) sound bank is set: storing a plurality of answer voice, is formed simultaneously and answers the corresponding word content of voice document, it is raw
At the list corresponding with word content of answer voice document；
(2) it creates call task and dials: creation call task being carried out according to the customer phone information of input, and according to logical
Words task list sequence dials；
(3) robot is answered:
1. client enters call after connecting, the call voice data of client are obtained；
2. client's call voice data conversion is extracted the keyword in lteral data at lteral data；
3. keyword is searched in sound bank, matched lteral data is such as searched out, in lists by the lteral data
Corresponding answer voice document extracts；Failure is such as found, then is entered in next step；
(4) switch artificial state: phone is converted by manually accessing, until end of conversation.
(5) circulation is dialed: return step (2) continues the telephone number dialed in call task, until completing task.
Embodiment 2
Embodiment 2 and implementation 1 are essentially identical, the difference is that, it further include robot between step (2) and step (3)
Content voice document is introduced in broadcasting.
Embodiment 3
Embodiment 3 and implementation 1 are essentially identical, the difference is that, human interface's module further include:
Message reception units answer the message data of module for receiving speech recognition module and robot；
Conversations list unit, obtains according to time sequencing, generates conversations list；
Message registration unit stores the corresponding conversations list of each phone.
The present invention has many advantages, such as robot high-efficient, in stable condition, at low cost, and electric pin personnel have strong flexibility
The advantages of advantage, the two, combines, work compound.The opening remarks that auto dialing is carried out by robot, plays call, with client
Simply linked up.If client relatively has intention, the problem of some complexity is proposed and robot can not solve constantly, it is electric
Pin personnel can actively intervene, and communicate with client instead of robot.Robot is restored to automatic call mode again after having linked up,
It dials, converse to next client.Simply, duplicate work is done by robot, and work flexibly, complicated is assisted by people
Together, the working strength of electric pin personnel is greatly reduced in this way, while there is good communication quality again to key customer.
In short, the foregoing is merely presently preferred embodiments of the present invention, it is all according to equalization made by scope of the present invention patent
Variation and modification, shall all be covered by the patent of the invention.
Claims (7)
1. a kind of telephone system manually switched with robot, including creation task module, dialing module, speech recognition mould
Module, human interface's module and switching module are answered by block, robot, it is characterised in that:
Task module is created, creation call task is carried out according to the customer phone information of input；
Then closing of the circuit module obtains client's call voice data for obtaining customer phone information and making a phone call；
Speech recognition module is used for according to client's call voice data conversion into lteral data；
Module is answered by robot, answers voice document for storing, and match to voice document is answered according to lteral data
It searches corresponding answer voice document and is sent to client terminal；
Human interface's monitoring module is used to obtain the lteral data of robot and client's dialogue, and generates conversations list interface in real time
Monitor operator；
Switching module answers module and manual telephone system access for switching robot.
2. a kind of telephone system manually switched with robot according to claim 1, it is characterised in that: closing of the circuit mould
Block includes:
Introduce content element, for play record introduce content voice document；
Voice acquisition unit, for obtaining client's call voice data.
3. a kind of telephone system manually switched with robot according to claim 2, it is characterised in that: robot is answered
Module includes:
Storage element for storing the answer voice document and corresponding word content that record, and generates answer voice document
List corresponding with word content；
Matching unit scans for for lteral data to be extracted one or more keywords, and by keyword in list
The word content matched such as searches out matched word content, and by the word content, corresponding answer voice document is mentioned in lists
It takes；Failure is such as found, then sends and finds failed message to human interface's module.
The answer voice document of extraction is sent to client terminal by transmission unit.
4. a kind of telephone system manually switched with robot according to claim 3, it is characterised in that: human interface's mould
Block includes:
Message reception units answer the message data of module for receiving speech recognition module and robot；
Conversations list unit, obtains according to time sequencing, generates conversations list；
Message registration unit stores the corresponding conversations list of each phone.
5. a kind of telephone system manually switched with robot according to claim 4, it is characterised in that: switching module packet
It includes:
Robot turns artificial unit, is converted into and manually talks with for talking with client with robot；
Manually turn robot cell, for client and artificial dialogue to be converted into talking with robot.
6. a kind of application method of the telephone system manually switched with robot, it is characterised in that include the following steps:
(1) sound bank is set: storing a plurality of answer voice, is formed simultaneously and answers the corresponding word content of voice document, generation pair
Answer voice document list corresponding with word content；
(2) it creates call task and dials: creation call task being carried out according to the customer phone information of input, and is appointed according to call
Business tab sequential dials；
(3) robot is answered:
1. client enters call after connecting, the call voice data of client are obtained；
2. client's call voice data conversion is extracted the keyword in lteral data at lteral data；
3. keyword is searched in sound bank, matched lteral data is such as searched out, which is corresponded in lists
Answer voice document extract；Failure is such as found, then is entered in next step；
(4) switch artificial state: phone is converted by manually accessing, until end of conversation；
(5) circulation is dialed: return step (2) continues the telephone number dialed in call task, until completing task.
7. a kind of application method of telephone system manually switched with robot according to claim 6, it is characterised in that:
It further include that content voice document is introduced in robot broadcasting between step (2) and step (3).
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Cited By (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN109873909A (en) * | 2019-03-15 | 2019-06-11 | 腾讯科技（深圳）有限公司 | A kind of voice call method, device and equipment and computer storage medium |
| CN109922214A (en) * | 2019-05-15 | 2019-06-21 | 南京硅基智能科技有限公司 | A kind of call transferring method and system |
| CN109981910A (en) * | 2019-02-22 | 2019-07-05 | 中国联合网络通信集团有限公司 | Business recommended method and apparatus |
| CN110149450A (en) * | 2019-05-22 | 2019-08-20 | 欧冶云商股份有限公司 | Intelligent customer service answer method and system |
| CN111464701A (en) * | 2020-03-12 | 2020-07-28 | 云知声智能科技股份有限公司 | Method and device for carrying out simulation multi-round test on robot outbound telephone system |
| CN116614573A (en) * | 2023-07-14 | 2023-08-18 | 上海飞斯信息科技有限公司 | Digital signal processing system based on DSP of data pre-packet |
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| CN116614573A (en) * | 2023-07-14 | 2023-08-18 | 上海飞斯信息科技有限公司 | Digital signal processing system based on DSP of data pre-packet |
| CN116614573B (en) * | 2023-07-14 | 2023-09-15 | 上海飞斯信息科技有限公司 | Digital signal processing system based on DSP of data pre-packet |
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