CN110035187A - A method of realizing AI and operator attendance seamless switching in the phone - Google Patents
A method of realizing AI and operator attendance seamless switching in the phone Download PDFInfo
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- CN110035187A CN110035187A CN201910302642.XA CN201910302642A CN110035187A CN 110035187 A CN110035187 A CN 110035187A CN 201910302642 A CN201910302642 A CN 201910302642A CN 110035187 A CN110035187 A CN 110035187A
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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
- H04M3/5141—Details of processing calls and other types of contacts in an unified manner
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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
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Abstract
The invention discloses a kind of methods for realizing AI and operator attendance seamless switching in the phone, a method of realizing AI and operator attendance seamless switching in the phone, including robot dialogue service module, operator attendance service module and handover scheme, robot dialogue service module includes the ASR module and NPL module for carrying out speech recognition, speech processes and analysis user to visitor's sound and being intended to；Robot and database in robot dialogue service module are wirelessly connected, and according to the default words art in database, are carried out semantic reply and are played, while real-time detection visitor is intended to；The present invention has the following advantages: 1. promote interactive experience, improve working efficiency；2. the present invention includes and is not limited by realization AI and operator attendance seamless switching in the phone, have reached in robot and the real-time communication process of client, to the process that visit entirely services, keeps the dual promotion above interactive experience and communication efficiency.
Description
Technical field
The present invention relates to Intelligent dialogue field, specially a kind of side for realizing AI and operator attendance seamless switching in the phone
Method.
Background technique
With reaching its maturity for the artificial intelligence technologys such as ASR (Real-time speech recognition), NLP (natural language understanding), improve
Robot identification and the ability for understanding human language, and the machine of the scenes such as customer service dialogue, sale dialogue is furthermore achieved
People's substitution.Under given scenario, large-scale corpus training, the available preferable language mould of identification quality are carried out to robot
Type, acoustic model to make robot closer, and pass through the recycling and analysis of data, it might even be possible to imitate in integrity service
Surmount people above fruit.
However as product provided by enterprise, service increasingly multiplicity and complicated and client during enquirement
The unpredictable and complicated problem being related to also is increasing, one side robot face challenge when, need by
The phone of client, the contact staff to transfer to multiple fields, multiple call forwarding increase complexity to internal process, and
And the contact staff couple received loses with the information that client's context of dialogue also results in, to increase the difficulty of service, separately
One side enterprise can also cut in due course operator attendance group according to actual application scenarios and client carries out timely ditch
It is logical, catch best sale opportunity.
These are caused in customer, and client can be forced repeatedly to describe the same problem, cause user experience bad, both unrestrained
Expense client's time also wastes enterprises attendant's time.To sum up, a kind of reduction client is needed to describe repeatedly, artificial and machine
Machine switches in time in due course, and artificial and two modules of machine can assist mutually, and information transmits mutually shared switching service
Method.
Summary of the invention
The purpose of the present invention is to provide a kind of methods for realizing AI and operator attendance seamless switching in the phone, to solve
The problems mentioned above in the background art.
To achieve the above object, the invention provides the following technical scheme: it is a kind of realize in the phone AI and operator attendance without
The method that seaming and cutting are changed, including robot dialogue service module, operator attendance service module and handover scheme,
The robot dialogue service module includes that speech recognition, speech processes and analysis user's meaning are carried out to visitor's sound
The ASR module and NPL module of figure；Robot and database in the robot dialogue service module are wirelessly connected, according to number
It according to the default words art in library, carries out semantic reply and plays, while real-time detection visitor is intended to；
The step of handover scheme includes: S1, and client initiates voice conversation and enters robot dialogue service module；S2,
The opportunity that art service module judges man-machine switching is talked about by ASR module, NLP module and robot, man-machine switching request is pushed and arrives
Message server；S3, after the operator attendance system of operator attendance service module subscribes to message server, operator attendance system demonstration
The full content of this robot dialogue service module dialogue of taking on the telephone, operator attendance system judge whether to need to cut this energization
Words；S4, determination are not cut, then keep robot dialogue service module, determine incision, then enter operator attendance service module；S5,
Into after operator attendance service module, robot dialogue service module carries out the work that reports an error, and indirect labor attends a banquet service module.
As a preferred technical solution of the present invention, the robot words art service module includes the decision tree of judgement
Module takes turns conversation module, rule engine module more.
As a preferred technical solution of the present invention, the robot words art service module, which includes that setting is default, to be intended to,
When intention is preset in triggering, then man-machine switching request is pushed to message server.
As a preferred technical solution of the present invention, robot dialogue service module supports voice dialogue, word dialog
And picture recognition.
As a preferred technical solution of the present invention, the robot dialogue service module and operator attendance service module
Full duplex communication is carried out by Session Initiation Protocol.
As a preferred technical solution of the present invention, the robot dialogue service module indirect labor, which attends a banquet, services mould
The step of block includes: the robot of robot dialogue service module according to client's conversation content, and the push for responding problem disappears
Breath；The operator attendance system of operator attendance service module receives PUSH message and shows content.
As a preferred technical solution of the present invention, the robot dialogue service module, operator attendance service module
Conversation content and customer information be uploaded to cloud and stored, the dialogue next time of same client will match to uniform machinery
People.
Compared with prior art, the present invention has the following advantages: 1. are directed to the deficiency of existing scheme, one kind is provided in the phone
The method for realizing AI and operator attendance seamless switching, to promote interactive experience, improve working efficiency；2. the present invention includes and unlimited
In by realizing AI and operator attendance seamless switching in the phone, have reached in robot and the real-time communication process of client, to visit
The process entirely serviced keeps the dual promotion above interactive experience and communication efficiency；It is handed over 3. visitor or robot initiate voice
After stream, visitor's sound is checked in real time always, identify and do speech analysis, check the more specific problem of current session client and meaning
Figure, and related operator attendance is found in art if default；4. switching request is initiated after reaching the condition for needing to switch, it is right
The operator attendance group answered, both can choose and cuts at once, can continue to the communication for monitoring robot and client, voluntarily judgement is cut
Enter；5. will pop up real-time robot and the actual conversation window of client after initiating switching request, operator attendance group can be seen
To the communication of the robot and client that occur before this, the contextual information specifically talked with is understood；6. in operator attendance
After cutting this dialogue, the robot of behind, which appoints, so to work on, encounter can not standard answer client questions while,
Corresponding answer content can be provided, for operator attendance with reference to answer；7. the program is exchanged in robot with visitor's real-time voice
Real-time detection voice of customers in the process, and identify intention, corresponding standard is answered the problem of prompt client after man-machine switching in time
Case can bring more friendly service experience, greatly promote communication efficiency and interactive experience.
Detailed description of the invention
Fig. 1 is overall workflow figure of the present invention；
Fig. 2 is communication flow figure of the present invention；
Specific embodiment
Following will be combined with the drawings in the embodiments of the present invention, and technical solution in the embodiment of the present invention carries out clear, complete
Site preparation description, it is clear that described embodiments are only a part of the embodiments of the present invention, instead of all the embodiments.It is based on
Embodiment in the present invention, it is obtained by those of ordinary skill in the art without making creative efforts every other
Embodiment shall fall within the protection scope of the present invention.
The present invention provides a kind of method for realizing AI and operator attendance seamless switching in the phone referring to FIG. 1-2, including
Robot dialogue service module, operator attendance service module and handover scheme,
Robot dialogue service module includes carrying out speech recognition, speech processes and analysis user to visitor's sound to be intended to
ASR module and NPL module；Robot and database in robot dialogue service module are wirelessly connected, according in database
Default words art carries out semantic reply and plays, while real-time detection visitor is intended to；
The step of handover scheme includes: S1, and client initiates voice conversation and enters robot dialogue service module；S2 passes through
ASR module, NLP module and robot words art service module judge the opportunity of man-machine switching, push man-machine switching request to message
Server；S3, after the operator attendance system of operator attendance service module subscribes to message server, this is logical for operator attendance system demonstration
The full content of phone robot dialogue service module dialogue, operator attendance system judge whether that needing to cut this takes on the telephone；S4,
Determination is not cut, then keeps robot dialogue service module, determines incision, then enters operator attendance service module；S5, into people
After work area seat service module, robot dialogue service module carries out the work that reports an error, and indirect labor attends a banquet service module.
ASR module: speech recognition (Automatic Speech Recognition, ASR), is to convert text for sound
Process；Principle process is " voice input --- coding (feature extraction) --- decoding (acoustic model, language model
With) --- output character ".
NLP module: natural language processing (Natural Language Processing, NLP), is the meaning for understanding text
The process of think of；Including a, speech analysis, b, syntactic analysis, c, syntactic analysis, d, semantic analysis, e, pragmatic analysis；
Art service module is talked about by robot: the visual interface of guest operation is supplied to, for constructing the mistake of entire words art
Journey can completely construct one wherein containing proactive process, taking turns multiple modules such as session, knowledge base, hot word, training more
Available speech robot people is covered for actual scene.
Robot words art service module includes the decision tree module of judgement, takes turns conversation module, rule engine module more.Machine
It includes that setting default intention then pushes man-machine switching request to messaging service when triggering default be intended to that device people, which talks about art service module,
Device.Robot dialogue service module supports voice dialogue, word dialog and picture recognition.Robot dialogue service module and artificial
Service module of attending a banquet passes through Session Initiation Protocol and carries out full duplex communication.Robot dialogue service module indirect labor, which attends a banquet, services mould
The step of block includes: the robot of robot dialogue service module according to client's conversation content, and the push for responding problem disappears
Breath；The operator attendance system of operator attendance service module receives PUSH message and shows content.Robot dialogue service module, people
The conversation content and customer information of work area seat service module are uploaded to cloud and are stored, the general of dialogue next time of same client
It is fitted on uniform machinery people.
Working principle: as shown in Figure 1, when customers dial phone and robot carry out speech exchange, robot can be real-time
Visitor's sound is sent into ASR module and NPL module and carries out speech recognition and speech processes, analysis voice content and user anticipate
Figure；When reaching certain default intentions, the request transmission of man-machine switching is given to corresponding operator attendance group mode；Simultaneously
The content that robot communicates with client is showed into operator attendance group mode in real time, on the one hand be used to understand entirely talk with it is upper
On the other hand context information is used to judge, determine when manually cut；In addition operator attendance group mode
Incision and client be while engage in the dialogue, and the robot of robot dialogue service module still can report an error work, after assisting
During continuous operator attendance group mode and customer communication, the aid prompting of model answer is provided for some problems.The program mentions
It is promoted while robot and operator attendance are risen in conjunction with interactive experience above, response speed, communication efficiency etc..
As shown in Fig. 2, thering is Session Initiation Protocol to carry out full duplex real-time audio dialogue (SIP: reply when client initiates voice conversation
Initiation protocol)；Robot carries out semantic broadcasting, while real-time detection visitor is intended to according to default words art；By ASR module,
When NLP module, robot words art service (decision tree takes turns conversation module, regulation engine more) determine the opportunity that intelligent's machine-cut is changed,
A personal-machine switching request is pushed to message server；The operator attendance group system of operator attendance group mode subscribes to messaging service
Device, after man-machine switching request is sent to by message server, the context that this takes on the telephone in operator attendance system demonstration, and
It carries out judging whether to need cutting this and take on the telephone；If cutting this to take on the telephone, operator attendance system passes through Session Initiation Protocol,
It takes on the telephone into this；In addition robot dialogue service module continue keep work, at this time relative to be carry out Three-Way Calling, machine
Device people continues to respond the PUSH message of problem according to the conversation content for understanding client in real time；Operator attendance system can receive
It to this part PUSH message, and shows content, is supplied to the use of operator attendance group mode.
Operator attendance group mode can manually be accessed by the browser or mobile terminal APP of computer end, further include communication
Articulamentum, bussiness processing layer etc..
It although an embodiment of the present invention has been shown and described, for the ordinary skill in the art, can be with
A variety of variations, modification, replacement can be carried out to these embodiments without departing from the principles and spirit of the present invention by understanding
And modification, the scope of the present invention is defined by the appended.
Claims (7)
1. a kind of method for realizing AI and operator attendance seamless switching in the phone, including setting robot dialogue service module,
Operator attendance service module and handover scheme, which is characterized in that
The step of handover scheme includes: S1, and client initiates voice conversation and enters robot dialogue service module；S2 passes through
ASR module, NLP module and robot words art service module judge the opportunity of man-machine switching, push man-machine switching request to message
Server；S3, after the operator attendance system of operator attendance service module subscribes to message server, this is logical for operator attendance system demonstration
The full content of phone robot dialogue service module dialogue, operator attendance system judge whether that needing to cut this takes on the telephone；S4,
Determination is not cut, then keeps robot dialogue service module, determines incision, then enters operator attendance service module；S5, into people
After work area seat service module, robot dialogue service module carries out the work that reports an error, and indirect labor attends a banquet service module.
2. a kind of method for realizing AI and operator attendance seamless switching in the phone according to claim 1, feature exist
In: the robot dialogue service module includes carrying out speech recognition, speech processes and analysis user to visitor's sound to be intended to
ASR module and NPL module；Robot and database in the robot dialogue service module are wirelessly connected, according to database
In default words art, carry out semantic reply and play, while real-time detection visitor is intended to.
3. a kind of method for realizing AI and operator attendance seamless switching in the phone according to claim 1, feature exist
In: the robot words art service module includes the decision tree module of judgement, takes turns conversation module, rule engine module more.
4. a kind of method for realizing AI and operator attendance seamless switching in the phone according to claim 1, feature exist
In: the robot words art service module, which includes that setting is default, to be intended to, and when triggering default be intended to, is then pushed man-machine switching request and is arrived
Message server.
5. a kind of method for realizing AI and operator attendance seamless switching in the phone according to claim 1, feature exist
In: the robot dialogue service module and operator attendance service module pass through Session Initiation Protocol and carry out full duplex communication.
6. a kind of method for realizing AI and operator attendance seamless switching in the phone according to claim 1, feature exist
In the step of: the robot dialogue service module indirect labor attends a banquet service module include: robot dialogue service module
Robot responds the PUSH message of problem according to client's conversation content；The operator attendance system of operator attendance service module
It receives PUSH message and shows content.
7. a kind of method for realizing AI and operator attendance seamless switching in the phone according to claim 1, feature exist
In: the robot dialogue service module, the conversation content of operator attendance service module and customer information are uploaded to cloud and carry out
Storage, the dialogue next time of same client will match to uniform machinery people.
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Cited By (15)
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| CN110956472A (en) * | 2019-11-06 | 2020-04-03 | 深圳市一号互联科技有限公司 | Application method of man-machine coupling intelligent customer service platform |
| CN111126076A (en) * | 2019-12-28 | 2020-05-08 | 大唐网络有限公司 | AI speech engine implementation method based on object |
| CN111246027A (en) * | 2020-04-28 | 2020-06-05 | 南京硅基智能科技有限公司 | Voice communication system and method for realizing man-machine cooperation |
| CN111899735A (en) * | 2020-07-23 | 2020-11-06 | 湖南三湘银行股份有限公司 | Intelligent bank user interaction system |
| CN111988476A (en) * | 2020-09-25 | 2020-11-24 | 南京酷朗电子有限公司 | Automatic voice cooperative working method of customer service system |
| CN112422749A (en) * | 2020-12-08 | 2021-02-26 | 浙江百应科技有限公司 | Method for preventing harassment outbound based on intelligent dialogue analysis |
| CN112632244A (en) * | 2020-12-18 | 2021-04-09 | 平安普惠企业管理有限公司 | Man-machine conversation optimization method and device, computer equipment and storage medium |
| CN112995420A (en) * | 2019-12-02 | 2021-06-18 | 浙江思考者科技有限公司 | Artificial intelligence changes artificial intelligence and changes manual scheme again |
| CN113037934A (en) * | 2021-02-26 | 2021-06-25 | 西安金讯通软件技术有限公司 | Hot word analysis system based on call recording of call center |
| CN113067950A (en) * | 2021-03-17 | 2021-07-02 | 杭州元声象素科技有限公司 | Intelligent call platform |
| CN113099046A (en) * | 2021-03-26 | 2021-07-09 | 北京蓦然认知科技有限公司 | Man-machine coupling type calling method and device |
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| CN111988476B (en) * | 2020-09-25 | 2021-03-16 | 南京酷朗电子有限公司 | Automatic voice cooperative working method of customer service system |
| CN112422749A (en) * | 2020-12-08 | 2021-02-26 | 浙江百应科技有限公司 | Method for preventing harassment outbound based on intelligent dialogue analysis |
| CN112632244A (en) * | 2020-12-18 | 2021-04-09 | 平安普惠企业管理有限公司 | Man-machine conversation optimization method and device, computer equipment and storage medium |
| CN113037934A (en) * | 2021-02-26 | 2021-06-25 | 西安金讯通软件技术有限公司 | Hot word analysis system based on call recording of call center |
| CN113067950A (en) * | 2021-03-17 | 2021-07-02 | 杭州元声象素科技有限公司 | Intelligent call platform |
| CN113099046A (en) * | 2021-03-26 | 2021-07-09 | 北京蓦然认知科技有限公司 | Man-machine coupling type calling method and device |
| CN113344323A (en) * | 2021-04-30 | 2021-09-03 | 深圳市顺易通信息科技有限公司 | Method and device for evaluating service quality of artificial cloud seat in cloud hosting parking lot |
| CN113256097A (en) * | 2021-05-18 | 2021-08-13 | 浙江百应科技有限公司 | Customer service seat switching method and device and electronic equipment |
| CN113946674A (en) * | 2021-12-22 | 2022-01-18 | 零犀(北京)科技有限公司 | Method and device for realizing real-time conversation during man-machine conversation |
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