CN109829729A - A kind of intelligence outgoing call system and method - Google Patents
A kind of intelligence outgoing call system and method Download PDFInfo
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- CN109829729A CN109829729A CN201910048726.5A CN201910048726A CN109829729A CN 109829729 A CN109829729 A CN 109829729A CN 201910048726 A CN201910048726 A CN 201910048726A CN 109829729 A CN109829729 A CN 109829729A
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Abstract
The present invention relates to the outer paging systems of intelligence, including call center, artificial intelligence system and text compressing unit；Call center, for receiving user's calling and being forwarded to artificial intelligence system；Artificial intelligence system includes IVR proxy module, dialogue management module, conversation process design module and artificial intelligence model module；Call center receives user and calls and be forwarded to artificial intelligence system, different input channels is become unified input data format by artificial intelligence system, and the conversation process according to setting engages in the dialogue management, reply text is converted to voice and is sent to user, the final accessible dialogue realized between client, it can flexibly be interacted in entire conversation process with user, while can guide user that the conversation process designed is followed to engage in the dialogue；The outer paging system of intelligence uses robot simulation true man, and 24 hours persistent services may be implemented, and communication process is flexible, realization with user is accessible exchanges, it is low in cost in the long term.
Description
Technical field
The present invention relates to communication technique fields, more specifically to a kind of intelligent outgoing call system and method.
Background technique
With the development of internet technology, person to person, the distance between people and enterprise become closer to, enterprise directly with visitor
Also more and more frequently, frequent link up just needs to put into a large amount of contact staff for communication between family；Among these greatly
Contact staff, which communicates with client, has scene single, the high feature of communication repetitive rate.Such as the phone core of banking system
Product introduction and the collection of financial institution of body or insurance company etc..
The present basic solution of above-mentioned listed several scenes is as follows:
1. couple contact staff carries out professional training, contact staff is put into then with most direct artificial mode and client's ditch
It is logical, it collects relevant information and completes relevant process.
2. the relevant process of business is abstracted, relevant IVR process is designed, the control realization of IVR process and client are passed through
Simple communication.
The two kinds of above solutions, the first is pure artificial, accuracy height, but input cost is huge, with company
Business increase, the communication cost between company and client is also to ramp, and this implementation is with low content of technology, and cost is most
Height, but accuracy is also very high；Second scheme is declined using communicate with client this solution technique cost of IVR process design,
But flexibility ratio is then greatly to decline, this dialog procedure is dominated by IVR, needs client to cooperate, to Customer Acquisition information
Narrow space cannot be interacted flexibly, tend not to reach corresponding effect, this implementation is although at low cost, but not
Flexibly, it is not able to satisfy the slightly higher business of complexity.
Summary of the invention
The technical problem to be solved in the present invention is that in view of the above drawbacks of the prior art, providing a kind of intelligent outgoing call system
System；
Additionally provide a kind of intelligent calling-out method.
The technical solution adopted by the present invention to solve the technical problems is:
Construct a kind of outer paging system of intelligence, wherein including call center, artificial intelligence system and text compressing list
Member；
The call center, for receiving user's calling and being forwarded to the artificial intelligence system；
The artificial intelligence system includes IVR proxy module, dialogue management module, conversation process design module and artificial intelligence
It can model module；
The IVR proxy module becomes unification for docking multiple call centers, and by different input channels
Input data format is input to dialogue management module；
The conversation process designs module, for designing conversation process for the dialogue management module；
The dialogue management module, for parsing and saving conversation process, and according to the conversation process management of dialogs, and it is defeated
Text is replied out；
The artificial intelligence model module, carry out identification for user semantic in talking with and foldback return back to accordingly it is described
Dialogue management module；
The text compressing unit for receiving the reply text of the dialogue management module output, and is converted to
Voice is sent to user.
The outer paging system of intelligence of the present invention, wherein the artificial intelligence system further includes background management system module；
The background management system module, the dialogue for terminating according to the dialogue management module generate conversation process result figure.
The outer paging system of intelligence of the present invention, wherein the conversation process designs module, by client in conversation process with
The each round dialogue of customer service has node ID, node type, nodename, node as a node, the data composition of the node
Content and conditional branching；The node type represents a kind of operation to the node.
The outer paging system of intelligence of the present invention, wherein the dialogue management module save the user related data and
Current status data；The current status data includes whether the nodal information that proceeds to of user, user turn artificial state and use
A node data on family.
The outer paging system of intelligence of the present invention, wherein the dialogue management module is also used to judge to turn manual time's point.
The outer paging system of intelligence of the present invention, wherein the dialogue management module call the NLP model module to
Art carries out information similarity mode and keyword match if family, specifies the related of user and is intended to, eventually passing through processing will be related
Answer reply to user.
The outer paging system of intelligence of the present invention, wherein the artificial intelligence model module, by art if user and dialogue
Corpus in process under the node seeks cos angle, obtains final similarity, if similarity is greater than a threshold value, recognizes
For the semantic similarity of two sentences, relevant answer is replied；If obtained similarity is less than threshold value, of keyword is carried out
Match, finally returns result to the dialogue management module.
A kind of intelligence calling-out method, according to the above-mentioned outer paging system of intelligence, its implementation is as follows:
It calls step 1: call center receives user and is forwarded to artificial intelligence system；
Step 2: different input channels is become unified input data format by artificial intelligence system, and according to setting
Conversation process engage in the dialogue management, call NLP model module to carry out information similarity mode and keyword match, specify user
It is related be intended to, by relevant answer to reply textual form output；
User is sent to step 3: text will be replied and be converted to voice.
Intelligence calling-out method of the present invention, wherein in the second step, by the every of client in conversation process and customer service
One wheel dialogue has node ID, node type, nodename, node content and item as a node, the data composition of the node
Part branch；The node type represents a kind of operation to the node.
Intelligence calling-out method of the present invention, wherein in the second step, the NLP model module will be if user
Corpus in art and conversation process under the node seeks cos angle, obtains final similarity, if similarity is greater than a threshold
Value, then it is assumed that the semantic similarity of two sentences replys relevant answer；If obtained similarity is less than threshold value, closed
The matching of key word, finally returns to result.
The beneficial effects of the present invention are: call center receives user's calling and is forwarded to artificial intelligence system, people
Different input channels is become unified input data format by work intelligence system, and the conversation process according to setting engages in the dialogue
Management calls NLP model module to carry out information similarity mode and keyword match, specifies the related of user and is intended to, will be related
Answer to reply textual form output, text will be replied and be converted to voice and be sent to user, it is final to realize between client
Accessible dialogue can flexibly be interacted with user in entire conversation process, while user can be guided and then to design
Conversation process engage in the dialogue；The outer paging system of intelligence uses robot simulation true man, and 24 hours persistent services, ditch may be implemented
Logical process flexible, is realized and user is accessible exchanges, low in cost in the long term.
Detailed description of the invention
In order to more clearly explain the embodiment of the invention or the technical proposal in the existing technology, below in conjunction with attached drawing and reality
Applying example, the invention will be further described, and the accompanying drawings in the following description is only section Example of the invention, for this field
For those of ordinary skill, without creative efforts, it can also be obtained according to these attached drawings other accompanying drawings:
Fig. 1 is the intelligent outgoing call system principle diagram of present pre-ferred embodiments；
Fig. 2 is the intelligent calling-out method flow chart of present pre-ferred embodiments.
Specific embodiment
In order to keep the purposes, technical schemes and advantages of the embodiment of the present invention clearer, implement below in conjunction with the present invention
Technical solution in example carries out clear, complete description, it is clear that and described embodiment is section Example of the invention, and
It is not all of embodiment.Based on the embodiment of the present invention, those of ordinary skill in the art are not before making the creative labor
Every other embodiment obtained is put, protection scope of the present invention is belonged to.
The outer paging system of intelligence of present pre-ferred embodiments is as shown in Figure 1, include call center 1,2 and of artificial intelligence system
Text compressing unit 3；
Call center 1, for receiving user's calling and being forwarded to artificial intelligence system 2；
Artificial intelligence system 2 includes IVR proxy module 20, dialogue management module 21, conversation process design module 22 and people
Work model of mind module 23；
IVR proxy module 20 becomes unified input for docking multiple call centers 1, and by different input channels
Data format is input to dialogue management module 21；
Conversation process designs module 22, for designing conversation process for dialogue management module 21；
Dialogue management module 21 for parsing and saving conversation process, and according to the conversation process management of dialogs, and exports
Reply text；
Artificial intelligence model module 23, carries out identification for user semantic in talking with and foldback returns back to dialogue pipe accordingly
Manage module 21；
Text compressing unit 3 for receiving the reply text of the output of dialogue management module 21, and is converted to voice hair
Give user；
Call center, which receives user and calls, is simultaneously forwarded to artificial intelligence system, and artificial intelligence system is by different inputs
Channel becomes unified input data format, and the conversation process according to setting engages in the dialogue management, call NLP model module into
Row information similarity mode and keyword match are specified the related of user and are intended to, it is defeated that textual form is replied in relevant answer
Out, reply text is converted to voice and is sent to user, the final accessible dialogue realized between client can be entire right
It is flexibly interacted in words process with user, while can guide user that the conversation process designed is followed to engage in the dialogue；Intelligence
Outer paging system use robot simulation true man, 24 hours persistent services may be implemented, communication process is flexible, realize and user without
Obstacle interchanging, it is low in cost in the long term.
Preferably, artificial intelligence system 2 further includes background management system module 24；Background management system module 24, is used for
The dialogue terminated according to dialogue management module 21 generates conversation process result figure；Conversation process management mainly is provided, it is related
Data sheet, knowledge base management, unsolved problem etc., by mark to unsolved problem note to during operation not
The disconnected entire conversation process of optimization.
Preferably, conversation process designs module 22, and each round of client in conversation process and customer service is talked with as one
The data composition of node, the node has node ID, node type, nodename, node content and conditional branching；Node type generation
A kind of operation of the table to the node；Such as Begin node is start node, indicates the beginning of conversation process, broadcasts related prologue
It is white；Nomal node is then the main flow node of entire conversation process；Keep node is to solve user not answer machine clearly
The question of people proposes some problems or query etc. to the answer of robot, and Knowledage node is then to reply user's phase
Intellectual problem is closed, holdline node is then user's countermeasure silent for a long time, and end node is then that mark is entire right
Words process terminates.
Preferably, dialogue management module saves the related data and current status data of the user；Current status data packet
Whether the nodal information that proceeds to containing user, user turn artificial state and the upper node data of user.
Preferably, dialogue management module is also used to judge to turn manual time's point.
Preferably, to user, art carries out information similarity mode and pass to dialogue management module calling NLP model module
The matching of key word is specified the related of user and is intended to, eventually passes through processing for relevant answer and reply to user.
Preferably, the corpus under the node in art if user and conversation process is sought cos by artificial intelligence model module
Angle obtains final similarity, if similarity is greater than a threshold value, then it is assumed that the semantic similarity of two sentences replys phase
The answer of pass；If obtained similarity is less than threshold value, the matching of keyword is carried out, dialogue management is finally returned result to
Module.
A kind of intelligence calling-out method, according to the above-mentioned outer paging system of intelligence, as shown in Fig. 2, its implementation is as follows:
S01: call center receives user and calls and be forwarded to artificial intelligence system；
S02: different input channels is become unified input data format, and pair according to setting by artificial intelligence system
Words process engages in the dialogue management, calls NLP model module progress information similarity mode and keyword match, specifies the phase of user
It closes and is intended to, by relevant answer to reply textual form output；
S03: reply text is converted to voice and is sent to user；
Call center, which receives user and calls, is simultaneously forwarded to artificial intelligence system, and artificial intelligence system is by different inputs
Channel becomes unified input data format, and the conversation process according to setting engages in the dialogue management, call NLP model module into
Row information similarity mode and keyword match are specified the related of user and are intended to, it is defeated that textual form is replied in relevant answer
Out, reply text is converted to voice and is sent to user, the final accessible dialogue realized between client can be entire right
It is flexibly interacted in words process with user, while can guide user that the conversation process designed is followed to engage in the dialogue；Intelligence
Outer paging system use robot simulation true man, 24 hours persistent services may be implemented, communication process is flexible, realize and user without
Obstacle interchanging, it is low in cost in the long term.
Preferably, in second step, each round of client in conversation process and customer service is talked with as a node, the node
Data composition have node ID, node type, nodename, node content and conditional branching；Node type is represented to the node
A kind of operation；Such as Begin node is start node, indicates the beginning of conversation process, broadcasts related opening remarks；Nomal section
Point is then the main flow node of entire conversation process；Keep node is the question for solving user and not answering robot clearly,
Some problems or query etc. are proposed to the answer of robot, Knowledage node is then to reply user's relevant knowledge to ask
Topic, holdline node are then user's countermeasures silent for a long time, and end node is then the entire conversation process knot of mark
Beam.
Preferably, in second step, NLP model module asks art if user and the corpus under the node in conversation process
Cos angle obtains final similarity, if similarity is greater than a threshold value, then it is assumed that the semantic similarity of two sentences is replied
Relevant answer；If obtained similarity is less than threshold value, the matching of keyword is carried out, finally returns to result.
It should be understood that for those of ordinary skills, it can be modified or changed according to the above description,
And all these modifications and variations should all belong to the protection domain of appended claims of the present invention.
Claims (10)
1. a kind of outer paging system of intelligence, which is characterized in that including call center, artificial intelligence system and text compressing list
Member；
The call center, for receiving user's calling and being forwarded to the artificial intelligence system；
The artificial intelligence system includes IVR proxy module, dialogue management module, conversation process design module and artificial intelligence mould
Pattern block；
The IVR proxy module becomes unified input for docking multiple call centers, and by different input channels
Data format is input to dialogue management module；
The conversation process designs module, for designing conversation process for the dialogue management module；
The dialogue management module for parsing and saving conversation process, and according to the conversation process management of dialogs, and exports back
Multiple text；
The artificial intelligence model module carries out identification for user semantic in talking with and foldback returns back to the dialogue accordingly
Management module；
The text compressing unit for receiving the reply text of the dialogue management module output, and is converted to voice
It is sent to user.
2. the outer paging system of intelligence according to claim 1, which is characterized in that the artificial intelligence system further includes that backstage is managed
Manage system module；The background management system module, the dialogue for terminating according to the dialogue management module generate dialogue stream
Journey result figure.
3. the outer paging system of intelligence according to claim 1, which is characterized in that the conversation process designs module, will talk with
The dialogue of each round of client and customer service has node ID, node type, section as a node, the data composition of the node in process
Point title, node content and conditional branching；The node type represents a kind of operation to the node.
4. the outer paging system of intelligence according to claim 3, which is characterized in that the dialogue management module saves the user's
Related data and current status data；The current status data includes whether the nodal information that proceeds to of user, user turn people
Work state and the upper node data of user.
5. the outer paging system of intelligence according to claim 3, which is characterized in that the dialogue management module is also used to judge to turn
Manual time's point.
6. the outer paging system of intelligence according to claim 3, which is characterized in that the dialogue management module calls the NLP
To user, art carries out information similarity mode and keyword match to model module, specifies the related of user and is intended to, final to pass through
It crosses processing and relevant answer is replied into user.
7. the outer paging system of intelligence according to claim 6, which is characterized in that the artificial intelligence model module, by user
If corpus in art and conversation process under the node seek cos angle, final similarity is obtained, if similarity is greater than one
A threshold value, then it is assumed that the semantic similarity of two sentences replys relevant answer；If obtained similarity is less than threshold value, into
The matching of row keyword finally returns result to the dialogue management module.
8. a kind of intelligence calling-out method, -7 any outer paging system of intelligence according to claim 1, which is characterized in that realization
Method is as follows:
It calls step 1: call center receives user and is forwarded to artificial intelligence system；
Step 2: different input channels is become unified input data format, and pair according to setting by artificial intelligence system
Words process engages in the dialogue management, calls NLP model module progress information similarity mode and keyword match, specifies the phase of user
It closes and is intended to, by relevant answer to reply textual form output；
User is sent to step 3: text will be replied and be converted to voice.
9. intelligence calling-out method according to claim 8, which is characterized in that, will be objective in conversation process in the second step
The dialogue of each round of family and customer service as a node, the data composition of the node have node ID, node type, nodename,
Node content and conditional branching；The node type represents a kind of operation to the node.
10. intelligence calling-out method according to claim 9, which is characterized in that in the second step, the NLP pattern die
Corpus under the node in art if user and conversation process is sought cos angle by block, final similarity is obtained, if similar
Degree is greater than a threshold value, then it is assumed that the semantic similarity of two sentences replys relevant answer；If obtained similarity is less than threshold
Value, then carry out the matching of keyword, finally return to result.
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Application publication date: 20190531 |