CN109819124B - IVR intelligent service and implementation method thereof - Google Patents
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Abstract
The invention relates to the technical field of voice service, in particular to an IVR intelligent service and an implementation method thereof. The invention adopts a mode of integrating, exchanging and landing a cloud database and N computer telephones, and provides accurate operation decision data service for users by using shared cloud database resources, so that a computer end and a telephone end of a mobile phone are supported by the cloud database and correspondingly served by an agent terminal, thereby expanding the service operation range of a call center.
Description
Technical Field
The invention relates to the technical field of voice service, in particular to IVR intelligent service and a realization method thereof.
Background
IVR (Interactive Voice response) is interactive Voice response, you can enter the service center only by using a telephone, can listen to mobile phone entertainment products according to operation prompts, and can play related information according to content input by a user. IVR is a powerful telephone automatic service system, in the integrated call center platform, IVR is a subsystem at first, it cooperates with other subsystems to realize the standard function of a call center platform; and secondly, the system is an independent system which can be independently operated, maintained and upgraded and can be independently used in occasions only needing IVR.
The call center built in the IVR mode has a single internal architecture, cannot provide accurate operation decision data service for users by using shared cloud database resources, cannot obtain shared voice resources at a mobile phone computer end and a telephone end, and cannot meet the service requirements of individual users or enterprise users.
Disclosure of Invention
The invention aims to provide an IVR intelligent service and an implementation method thereof, which are used for solving the problems in the background technology.
In order to achieve the purpose, the invention provides the following technical scheme: an IVR intelligent service comprises a cloud database, cloud computing, a computer telephone integration, a program management server, a process deployment system, a user terminal and an agent terminal, wherein the input end of the user terminal is respectively connected with a browser and voice navigation, the output end of the browser is connected with a medium access port, the medium access port transmits data to the program management server, the voice navigation is connected with a voice recognition module through a dual-tone multi-frequency keyboard, the voice recognition module is connected with a call control system through a mobile signal, the call control system is bidirectionally connected with the process deployment system, the process deployment system and the program management server are respectively connected with the computer telephone integration, the number of the computer telephone integration is N, the computer telephone integration is used for meeting voice services among different industries, and the computer telephone integration is bidirectionally connected with the agent terminal, the cloud computing is used for replying voice data information, and the cloud computing is connected with the cloud database in a bidirectional mode.
Preferably, the user terminal comprises a telephone dialing end, a mobile phone internet end and a computer internet end, the telephone dialing end is connected with the voice navigation signal through a telecommunication network and used for dialing voice telephone service, and the mobile phone internet end and the computer internet end are connected with the browser through the telecommunication network and used for manually inputting and connecting the voice telephone service.
Preferably, the voice navigation plays the appointed voice file after being switched on, and the voice navigation can accurately receive the dual-tone multi-frequency keys, so that the user account and the password can be received through the dual-tone multi-frequency keys, the response of a single key is supported, the response of the keys with the appointed length is also supported, and the appointed dual-tone multi-frequency key code is sent.
Preferably, the cloud computing comprises an IAAS platform, a PAAS platform and an SAAS platform, wherein the IAAS platform performs resource pooling on a bottom layer server, a storage device, a network device and a communication switch device, and provides flexible and elastic bottom layer IT resources, management and monitoring capabilities to an upper layer; the PAAS platform has a service generation and operation environment and supports quick generation and high-efficiency operation of services; the SAAS platform has the advantages of comprehensive basic functions, friendly interface and simple and convenient operation.
The intelligent robot is integrated and associated with a computer telephone, realizes natural language identification and interaction based on a deep neural network algorithm, applies an artificial intelligence technology, and naturally and smoothly interacts with a user terminal in an anthropomorphic voice and character mode, thereby providing autonomous online question answering, consultation and service handling.
The system also comprises an application server, wherein the application server is associated with the program management server, the program management server comprises configuration management, maintenance monitoring, alarm management and statistical reports, and the application server comprises outbound management, database middleware, a fax gateway and a natural voice understanding engine.
The voice translation module is associated with the voice recognition module and used for inter-translating texts and voices, translating words and sentence paragraphs of one language into another language and transmitting the translated contents to the user terminal in a voice information form.
Preferably, the background management of the cloud database is only responsible for configuring service resources of the agent terminals of the internal lines and the external lines of a plurality of enterprises, the N computer telephone assemblies are not interfered with each other, the requirements of external IVR intelligent services can be well met, the computer telephone assemblies can be linearly overlapped, and each computer telephone assembly is an exchanged computer telephone assembly engine.
Preferably, the program management server is used for interpreting and executing the business logic of the process; the browser provides specific voice operation; the medium access port is used for shielding hardware difference, providing a uniform interface and providing various voice functions in a plug-in mode.
An implementation method of IVR intelligent service is provided, which comprises the following steps:
s1, the user terminal uploads the needed service information to the computer telephone integration through voice navigation or browser;
s2, integrating a computer telephone to be in butt joint with the seat terminal, and starting the intelligent robot to respond if the seat terminal is in a busy wiring state; if the seat terminal is in an idle state, transmitting the corresponding voice service to the seat terminal for response;
s3, the agent terminal responds to the user through professional knowledge:
and S4, when the agent terminal receives the unconventional problem, searching the unconventional voice service through cloud computing, searching related information through a cloud database, and replying the user terminal until the call is finished.
Compared with the prior art, the invention has the beneficial effects that:
1. the whole IVR intelligent service adopts a mode of integrated exchange and landing of one cloud database and N computer telephones, under the mode, the IVR intelligent service is almost not limited, the defects that the traditional call center construction depends on a single set of hardware and is difficult in capacity expansion are overcome, and the problem that all enterprise call center systems cannot be used once a fault occurs is effectively avoided. Background management of the cloud database is only responsible for configuring resources such as service resources of seat terminals of internal lines and external lines of a plurality of enterprises, and therefore large-scale operation can be achieved on a single machine. The N computer telephone integrations do not interfere with each other, can well meet the requirements of outsourcing IVR intelligent service and can be linearly superposed, each computer telephone integration is an exchange computer telephone integration engine, and the computer telephone integration engine has rich media resources and strong voice processing capacity and can realize reliable operation of high load, large concurrency and key services. Therefore, accurate operation decision data service can be provided for the user by utilizing the shared cloud database resources.
2. The method comprises the steps that a user using a mobile phone computer is connected to a call center through a browser, the user using a telephone for dialing is connected to the call center through voice navigation, so that a mobile phone computer end and a telephone end are supported by a cloud database and correspondingly obtain the service of an agent terminal, voice resources are shared by the cloud database, the service requirements of individual users or enterprise users are met, and the service management range of the call center is expanded.
3. Through setting up intelligent robot, intelligent robot realizes discerning natural language and mutual based on the neural network algorithm of degree of depth, has used artificial intelligence technique, carries out natural smooth interaction through anthropomorphic pronunciation, characters mode and user terminal to provide service such as independently online question answering, consultation, business handling, can reduce customer service cost by a wide margin, strengthen interesting and client stickness, promote efficiency of service and user satisfaction.
Drawings
FIG. 1 is a diagram of the structural frame connections of the overall system of the present invention;
FIG. 2 is a diagram of a cloud computing framework according to the present invention;
fig. 3 is a diagram of a user terminal framework according to the present invention.
In the figure: 1-a cloud database; 2-cloud computing; 21-IAAS platform; 22-PAAS platform; 23-SAAS platform; 3-computer telephony integration; 31-a smart robot; 4-a program management server; 41-media access port; 42-a browser; 43-an application server; 5-process deployment system; 51-a call control system; 52-a speech recognition module; 53-speech translation module; 54-voice navigation; 6-a user terminal; 61-telephone dial side; 62-mobile phone network access end; 63-computer network end; 7-seat terminal.
Detailed Description
Hereinafter, various embodiments of the present invention will be described with reference to the accompanying drawings. However, embodiments may be embodied in various forms and should not be construed as being limited to the robust embodiments set forth herein. Rather, these embodiments are provided so that this disclosure will fully convey the scope of the invention to those skilled in the art. In other instances, well-known functions or constructions may not be described or shown in detail to avoid obscuring the subject matter of the present disclosure.
The present invention will be described in detail below with reference to the accompanying drawings and embodiments.
The input end of the user terminal 6 is connected with a browser 42, the browser 42 provides specific voice operation for managing resources such as voice, fax, IP and the like, the output end of the browser 42 is connected with a media access port 41, the media access port 41 is used for shielding hardware differences, a uniform interface is provided, and various voice functions are provided in a plug-in mode. The media access port 41 transmits the data to the program management server 4, and the program management server 4 is used for interpreting and executing the business logic of the process.
The program management server 4 is connected with the computer telephone integration 3, the number of the computer telephone integration 3 is N, the computer telephone integration 3 is used for meeting voice services among different industries, the computer telephone integration 3 is bidirectionally connected with the seat terminal 7 and used for answering voice data information, and the cloud computing 2 is bidirectionally connected with the cloud database 1.
The cloud computing 2 comprises an IAAS platform 21, a PAAS platform 22 and an SAAS platform 23, wherein the IAAS platform 21 performs resource pooling on a bottom layer server, a storage device, a network device and a communication switch device, and provides flexible and elastic bottom layer IT resources, management and monitoring capabilities to an upper layer; the PAAS platform 22 has a service generation and operation environment, and supports the rapid generation and high-efficiency operation of services; the SAAS platform 23 has a seat desktop environment with comprehensive basic functions, friendly interface and simple and convenient operation.
The whole IVR intelligent service adopts a mode of integrating 3 exchange grounds by one cloud database with 1+ N computer phones, so that the IVR intelligent service is almost not limited, the defects that the traditional call center construction depends on a single set of hardware and the capacity expansion is difficult are overcome, and the problem that all enterprise call center systems cannot be used once a fault occurs is effectively avoided. The background management of the cloud database 1 is only responsible for configuring resources such as service resources of the seat terminals 7 of the internal lines and the external lines of a plurality of enterprises, and therefore a large scale can be achieved on a single machine. The N computer telephone assemblies 3 are not interfered with each other, can well meet the requirements of outsourcing IVR intelligent service and can be linearly superposed, each computer telephone assembly 3 is an exchange computer telephone assembly 3 engine, has rich media resources and strong voice processing capacity, and can realize reliable operation of high load, large concurrency and key services.
The intelligent robot 31 is associated with the computer telephone integration 3, natural language recognition and interaction are realized by the intelligent robot 31 based on a deep neural network algorithm, an artificial intelligence technology is applied, and natural and smooth interaction is carried out with the user terminal 6 in a personified voice and character mode, so that services such as autonomous online question answering, consultation, business handling and the like are provided, customer service cost can be greatly reduced, interestingness and client stickiness are enhanced, and service efficiency and user satisfaction are improved.
The system further comprises an application server 43, wherein the application server 43 is associated with the program management server 4, the program management server 4 comprises configuration management, maintenance monitoring, alarm management and statistical forms, and the application server 43 comprises outbound management, database middleware, a fax gateway and a natural voice understanding engine.
An implementation method of IVR intelligent service comprises the following steps:
f1, inputting relevant voice call service in the corresponding browser 42 through a mobile phone or a computer in the user terminal 6;
f2, media access port 41 provides uniform interface for different browsers 42 to adapt to the index of program management server 4;
f3, screening the service types transmitted by the program management server 4, and uploading the information to the computer-telephone integration 3;
f4, the computer-telephone integration 3 is in butt joint with the seat terminal 7, and if the seat terminal 7 is in a busy wiring state, the intelligent robot 31 is started to respond; if the seat terminal 7 is in an idle state, transmitting the corresponding voice service to the seat terminal 7 for response;
f5, the agent terminal 7 responds to the user through professional knowledge;
f6, when the agent terminal 7 receives the unconventional problem, searching the unconventional voice service through the cloud computing 7, searching the related information through the cloud database 1, and replying to the mobile phone end or the computer end user until the call is finished.
The IVR is internally provided with rich call control actions, such as single-step call forwarding consultation call, call generation similar to 200 services and the like, and the call control actions can quickly realize various call control services, such as 200 telephone services.
A large number of database access interfaces are provided on the IVR, and can be connected with a common mainstream database in an ODBC mode, a COM component mode and the like, wherein the method comprises the following steps: oracle, SQL Server, DB2, Informix, Sybase and the like, and the data structures of various databases are integrated uniformly for the use of the IVR system, so that various IVR services are realized conveniently. The database operations mainly supported are select, update, delete storage process and the like.
In this embodiment, the versions mainly supported by the IVR intelligent service are TTS3.0 or more, and TTS3.0 or more. In an operating system, an appropriate firewall is set by using iptables, and a Snort or AIDE is adopted to prevent an intrusion detection system.
The input end of the user terminal 6 is connected with a voice navigation 54, the voice navigation 54 plays an appointed voice file after being switched on, the voice navigation 54 can accurately receive the dual-tone multi-frequency key, the user account and the password can be received through the dual-tone multi-frequency key, the response of a single key is supported, the response of the key with the appointed length is also supported, and the appointed dual-tone multi-frequency key is sent.
The voice navigation 54 is connected with a voice recognition module 52 through a dual-tone multi-frequency keyboard, the voice recognition module 52 is used for recognizing the language type made by the user, and the voice recognition module 52 is connected with a call control system 51 through a mobile signal, such as a single step transfer call consultation call. The call control system 51 is bidirectionally connected to the process deployment system 5, and the process deployment system 5 starts different service processes by identifying a calling number, a called number, and an incoming line. The customer can dial different called numbers to enter different service processing flows according to the requirement, and the updating flow is loaded, so that the running service is not influenced.
The process deployment system 5 is connected with the computer telephone integration 3, the number of the computer telephone integration 3 is N, the computer telephone integration 3 is used for meeting voice services among different industries, the computer telephone integration 3 is bidirectionally connected with the seat terminal 7 and used for answering voice data information, and the cloud computing 2 is bidirectionally connected with the cloud database 1.
The cloud computing 2 comprises an IAAS platform 21, a PAAS platform 22 and an SAAS platform 23, wherein the IAAS platform 21 performs resource pooling on a bottom layer server, a storage device, a network device and a communication switch device, and provides flexible and elastic bottom layer IT resources, management and monitoring capabilities to an upper layer; the PAAS platform 22 has a service generation and operation environment, and supports the rapid generation and high-efficiency operation of services; the SAAS platform 23 has a seat desktop environment with comprehensive basic functions, friendly interface and simple and convenient operation.
The whole IVR intelligent service adopts a mode of integrating 3 exchange grounds by one cloud database with 1+ N computer phones, so that the IVR intelligent service is almost not limited, the defects that the traditional call center construction depends on a single set of hardware and the capacity expansion is difficult are overcome, and the problem that all enterprise call center systems cannot be used once a fault occurs is effectively avoided. The background management of the cloud database 1 is only responsible for configuring resources such as service resources of the seat terminals 7 of the internal lines and the external lines of a plurality of enterprises, and therefore a large scale can be achieved on a single machine. The N computer telephone assemblies 3 are not interfered with each other, can well meet the requirements of outsourcing IVR intelligent service and can be linearly superposed, each computer telephone assembly 3 is an exchange computer telephone assembly 3 engine, has rich media resources and strong voice processing capacity, and can realize reliable operation of high load, large concurrency and key services.
The intelligent robot 31 is associated with the computer telephone integration 3, natural language recognition and interaction are realized by the intelligent robot 31 based on a deep neural network algorithm, an artificial intelligence technology is applied, and natural and smooth interaction is carried out with the user terminal 6 in a personified voice and character mode, so that services such as autonomous online question answering, consultation, business handling and the like are provided, customer service cost can be greatly reduced, interestingness and client stickiness are enhanced, and service efficiency and user satisfaction are improved.
The voice translation module 53 is associated with the voice recognition module 52, and the voice translation module 53 is used for translating texts and voices, translating words and sentence paragraphs in one language into another language, and transmitting the translated contents to the user terminal 6 in the form of voice information.
An implementation method of IVR intelligent service comprises the following steps:
s1, the telephone dialing user in the user terminal 6 connects the voice navigation 54 by dialing the service hotline;
s2, the voice navigation module 54 plays the music file, and the voice recognition module 52 is correspondingly connected to the corresponding call control system 51 through the key code input by the user on the dual-tone multi-pinyin key:
s3, the flow deployment system 5 filters the service types transmitted by the call control system 51 and uploads the information to the computer telephone integration 3;
s4, the computer-telephone integration 3 is in butt joint with the seat terminal 7, and if the seat terminal 7 is in a busy wiring state, the intelligent robot 31 is started to respond; if the seat terminal 7 is in an idle state, transmitting the corresponding voice service to the seat terminal 7 for response;
s5, the agent terminal 7 responds to the user through professional knowledge:
and S6, when the agent terminal 7 receives an unconventional problem, searching the unconventional voice service through the cloud computing 7, searching related information through the cloud database 1, and replying to the telephone dialing user until the call is finished.
The IVR is internally provided with rich call control actions, such as single-step call forwarding consultation call, call generation similar to 200 services and the like, and the call control actions can quickly realize various call control services, such as 200 telephone services.
A large number of database access interfaces are provided on the IVR, and can be connected with a common mainstream database in an ODBC mode, a COM component mode and the like, wherein the method comprises the following steps: oracle, SQL Server, DB2, Informix, Sybase and the like, and the data structures of various databases are integrated uniformly for the use of the IVR system, so that various IVR services are realized conveniently. The database operations mainly supported are select, update, delete storage process and the like.
In this embodiment, the versions mainly supported by the IVR intelligent service are TTS3.0 or more, and TTS3.0 or more. In an operating system, an appropriate firewall is set by using iptables, and a Snort or AIDE is adopted to prevent an intrusion detection system.
In the several embodiments provided in the present invention, it should be understood that the disclosed apparatus and method may be implemented in other manners. For example, the above-described apparatus embodiments are merely illustrative, and for example, the division of the modules or units is only one logical division, and other divisions may be realized in practice, for example, a plurality of units or components may be combined or integrated into another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection through some interfaces, devices or units, and may be in an electrical, mechanical or other form.
The units described as separate components may or may not be physically separate, and components displayed as units may or may not be physical units, may be located in one place, or may be distributed on multiple units. Some or all of the units can be selected according to actual needs to achieve the purpose of the embodiment.
In addition, functional units in the embodiments of the present invention may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit.
The integrated unit, if implemented in the form of a software functional unit and sold or used as a stand-alone product, may be stored in a computer readable storage medium. Based on such understanding, the technical solution of the present invention may be embodied in the form of a software product, which is stored in a storage medium and includes several instructions for causing a computer device (which may be a personal computer, a server, a network device, or the like) or a processor (processor) to execute all or part of the steps of the method according to the embodiments of the present invention. And the aforementioned storage medium includes: a U-disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk or an optical disk, and other various media capable of storing program codes.
The above description is only an embodiment of the present invention, and not intended to limit the scope of the present invention, and all modifications of equivalent structures and equivalent processes performed by the present specification and drawings, or directly or indirectly applied to other related technical fields, are included in the scope of the present invention.
Claims (6)
1. An IVR intelligent service comprises a cloud database (1), cloud computing (2), computer telephone integration (3), a program management server (4), a process deployment system (5), a user terminal (6) and an agent terminal (7), and is characterized in that: the input end of the user terminal (6) is respectively connected with a browser (42) and a voice navigation (54), the output end of the browser (42) is connected with a medium access port (41), the medium access port (41) transmits data to the program management server (4), the voice navigation (54) is connected with a voice recognition module (52) through a dual-tone multi-frequency keyboard, the voice recognition module (52) is connected with a call control system (51) through a mobile signal, the call control system (51) is bidirectionally connected with a process deployment system (5), the process deployment system (5) and the program management server (4) are respectively connected with a computer telephone integration (3), the number of the computer telephone integration (3) is N, the N computer telephone integration (3) is used for meeting voice services among different industries, and the computer telephone integration (3) is bidirectionally connected with a seat terminal (7), for replying to voice data information, the cloud computing (2) is bidirectionally connected with a cloud database (1); the voice navigation (54) plays the appointed voice file after being switched on, the voice navigation (54) can accurately receive the dual-tone multi-frequency keys, receive the user account and the password through the dual-tone multi-frequency keys, support the response of a single key, also support the response of the key with the appointed length, and send the appointed dual-tone multi-frequency key code; the intelligent robot (31) is associated with the computer telephone integration (3), natural language recognition and interaction are realized by the intelligent robot (31) based on a deep neural network algorithm, an artificial intelligence technology is applied, and natural and smooth interaction is carried out with the user terminal (6) in a personified voice and character mode, so that autonomous online question answering, consultation and service handling are provided; the voice translation module (53) is associated with the voice recognition module (52), and the voice translation module (53) is used for translating texts and voices, translating words and sentence paragraphs in one language into another language and transmitting the translated contents to the user terminal (6) in a voice information form; the background management of the cloud database (1) is only responsible for configuring service resources of seat terminals (7) of internal lines and external lines of a plurality of enterprises, N computer telephone assemblies (3) are not interfered with each other, requirements of outsourcing IVR intelligent services can be well met, linear superposition can be realized, and each computer telephone assembly (3) is an exchanged computer telephone assembly (3) engine.
2. An IVR intelligence service according to claim 1, wherein: the user terminal (6) comprises a telephone dialing end (61), a mobile phone network accessing end (62) and a computer network accessing end (63), wherein the telephone dialing end (61) is in signal connection with the voice navigation (54) through a telecommunication network and is used for dialing voice telephone service, and the mobile phone network accessing end (62) and the computer network accessing end (63) are in signal connection with the browser (42) through the telecommunication network and are used for manually inputting and connecting the voice telephone service.
3. An IVR intelligence service according to claim 1, wherein: the cloud computing (2) comprises an IAAS platform (21), a PAAS platform (22) and an SAAS platform (23), wherein the IAAS platform (21) performs resource pooling on a bottom layer server, a storage device, a network device and a communication switch device, and provides flexible and elastic bottom layer IT resources, management and monitoring capabilities to an upper layer; the PAAS platform (22) has a service generation and operation environment and supports the rapid generation and high-efficiency operation of services; the SAAS platform (23) has a seat desktop environment with comprehensive basic functions, friendly interface and simple and convenient operation.
4. An IVR intelligence service according to claim 1, further comprising an application server (43), characterized in that: the application server (43) is associated with a program management server (4), the program management server (4) comprises configuration management, maintenance monitoring, alarm management and statistical statement, and the application server (43) comprises outbound management, database middleware, a fax gateway and a natural voice understanding engine.
5. An IVR intelligence service according to claim 1, wherein: the program management server (4) is used for interpreting and executing the business logic of the process; the browser (42) provides specific voice operations; the medium access port (41) is used for shielding hardware difference, providing a uniform interface and providing various voice functions in a plug-in mode.
6. The method for implementing IVR intelligent service according to claim 1, characterized in that; the method comprises the following steps:
s1, the user terminal (6) uploads the needed service information to the computer telephone integration (3) through the voice navigation (54) or the browser (42);
s2, the computer telephone integration (3) is in butt joint with the seat terminal (7), and if the seat terminal (7) is in a busy wiring state, the intelligent robot (31) is started to respond; if the seat terminal (7) is in an idle state, transmitting the corresponding voice service to the seat terminal (7) for response;
s3, the agent terminal (7) responds to the user through professional knowledge:
and S4, when the seat terminal (7) receives the unconventional problem, searching the unconventional voice service through the cloud computing (7), searching the related information through the cloud database (1), and replying the user terminal (6) until the call is finished.
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| CN111416914B (en) * | 2020-01-07 | 2021-05-18 | 国网浙江省电力有限公司金华供电公司 | Artificial intelligence voice interaction service system |
| CN111787169B (en) * | 2020-07-13 | 2021-06-15 | 南京硅基智能科技有限公司 | Three-party call terminal for mobile man-machine cooperation calling robot |
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| CN102917000A (en) * | 2012-07-17 | 2013-02-06 | 上海语联信息技术有限公司 | Intelligent cloud voice application service technology platform |
| CN103634393A (en) * | 2013-11-27 | 2014-03-12 | 广州市聚星源科技有限公司 | IVR (interactive voice response) and realization method thereof |
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