CN111050002A - Intelligent telephone exchange and working method and system thereof - Google Patents
Intelligent telephone exchange and working method and system thereof Download PDFInfo
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- CN111050002A CN111050002A CN201911305101.9A CN201911305101A CN111050002A CN 111050002 A CN111050002 A CN 111050002A CN 201911305101 A CN201911305101 A CN 201911305101A CN 111050002 A CN111050002 A CN 111050002A
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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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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/08—Speech classification or search
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/26—Speech to text systems
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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
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
Abstract
The invention discloses an intelligent telephone exchange and a working method and a system thereof. Relates to the field of communication, and the method comprises the following steps: when a trigger signal of an incoming call is received, automatically broadcasting voice guide according to a preset business process, receiving voice information of a user, and recognizing the voice information to obtain a recognition result; the embodiment of the invention can solve the problems that the working method of the existing telephone exchange has low efficiency and can not meet the actual requirement, and has higher management efficiency.
Description
Technical Field
The invention relates to the field of communication, in particular to an intelligent telephone exchange and a working method and a working system thereof.
Background
Telephone exchange is widely applied to the field of enterprise communication, and is used for dialing in the exchange number externally published by an enterprise by external personnel and providing the functions of searching and transferring the telephone of internal personnel. Telephone exchanges are generally classified into manual exchanges and computer attendant automatic exchanges. The manual switchboard is characterized in that attendant console terminal equipment with answering and switching functions is manually used, personnel searching and call switching services are provided in a manual mode, a specially-assigned person is required to take charge of answering, inquiring and switching work of a call, and the labor cost is increased; the computer telephone operator is an external person, realizes the function of telephone switching by telephone keys through DTMF signals according to automatic voice prompt, needs a caller to manually key through a telephone terminal and needs to memorize the corresponding relation of the DTMF keys and name pinyin combination. In the practical application process, the learning and memorizing cost of a user is obviously increased, the traditional automatic telephone switchboard of a computer operator can only provide limited and few common telephone voice navigation prompts, and more telephone switching requirements still need to memorize extension numbers corresponding to internal personnel or posts to realize automatic switching. If the extension number is not known when the computer telephone operator automatic switchboard is used, the switching function can not be completed, and the switching function can be completed only by matching with manual service.
Disclosure of Invention
The embodiment of the invention aims to provide a working method of an intelligent telephone exchange, the intelligent telephone exchange, a system and a medium, which are used for solving the problems that the working mode of the existing telephone exchange is low in efficiency and cannot meet the actual requirement. In order to achieve the above purpose, the invention mainly provides the following technical scheme: a method of operation of a smart phone exchange, the method comprising:
when a trigger signal of an incoming call is received, automatically broadcasting voice guide according to a preset business process, receiving voice information of a user, and recognizing the voice information to obtain a recognition result; and judging whether the user intention is clear or not according to the recognition result, if the user intention is fuzzy, continuing to automatically broadcast the voice to guide the user intention to be further clear, and if the user intention is clear, executing a corresponding processing flow according to the recognition result.
Specifically, the recognizing the voice information to obtain the recognition result specifically includes: and converting the voice information into character information, correcting the character information according to a preset rule, and performing natural language processing on the corrected character information to obtain a recognition result.
Specifically, the determining whether the user intention explicitly includes: judging whether a predefined intention type exists in the recognition result, if not, judging the user intention to be fuzzy, if so, judging whether word slot information corresponding to the intention type exists in the recognition result according to a preset intention rule, if so, judging the user intention to be clear, otherwise, judging the user intention to be fuzzy.
Specifically, if the user intention is clear, executing the corresponding processing flow according to the recognition result specifically includes: judging the user intention type, if the user intention type is the call forwarding, retrieving corresponding forwarding object information according to the intention type and the word slot information in the recognition result, and forwarding according to the forwarding object information; and if the user intention type is non-call forwarding, searching a corresponding intention response in the database according to the intention type and the word slot information in the recognition result, converting the intention response into voice information, and performing voice broadcasting.
The invention provides an intelligent telephone exchange, comprising: the communication service unit is respectively connected with the external switch, the voice interaction unit and the service control unit, and the service control unit is connected with the voice interaction unit.
The communication service unit is communicated with the voice interaction unit through a media resource control protocol, and the communication service unit is communicated with the service control unit through an HTTP protocol.
The communication service unit is used for receiving the voice information of the user and triggering the voice interaction unit;
the voice interaction unit is used for identifying the voice information received by the communication service unit to obtain an identification result and converting the text information of the intention response obtained by the retrieval of the service control unit into voice information and broadcasting the voice information;
the service control unit is used for judging whether the user intention is clear or not according to the recognition result obtained by the voice interaction unit, and if the user intention is fuzzy, the user intention is further clear by triggering the communication service unit to continue automatic voice broadcasting and guiding; and if the user intention is clear, triggering the voice interaction unit and/or the communication service unit to execute a corresponding processing flow according to the recognition result.
Furthermore, the service control unit is specifically configured to, when the user intention is clear, determine the intention type, retrieve corresponding forwarding object information according to the intention type and the word slot information in the recognition result if the user intention type is call forwarding, and trigger the communication service unit to perform forwarding according to the forwarding object information; and if the user intention type is non-telephone switching, searching a corresponding intention response in the database according to the intention type and the word slot information in the recognition result, converting the intention response into voice information, triggering the voice interaction unit, and performing voice broadcasting.
The invention provides a working system of an intelligent telephone exchange, which comprises: at least one memory and at least one processor;
the memory is to store one or more program instructions;
the processor, configured to execute one or more program instructions to perform the method of any one of claims 1-4.
The present invention provides a computer readable storage medium having embodied therein one or more program instructions for execution by a processor of a method of operating a smart phone exchange as claimed in any one of claims 1 to 4.
The technical scheme provided by the embodiment of the invention at least has the following advantages: compared with the traditional DTMF telephone key mode, the telephone exchange implementation method changes key input into a voice interaction mode, better accords with the use habit of people, avoids the trouble of frequently moving the mobile phone away from the ear to input the key for a mobile phone user, and saves the labor cost.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below. It should be apparent that the drawings in the following description are merely exemplary, and that other embodiments can be derived from the drawings provided by those of ordinary skill in the art without inventive effort.
The structures, ratios, sizes, and the like shown in the present specification are only used for matching with the contents disclosed in the specification, so as to be understood and read by those skilled in the art, and are not used to limit the conditions that the present invention can be implemented, so that the present invention has no technical significance, and any structural modifications, changes in the ratio relationship, or adjustments of the sizes, without affecting the effects and the achievable by the present invention, should still fall within the range that the technical contents disclosed in the present invention can cover.
Fig. 1 is a basic flowchart of a working method of an intelligent telephone exchange according to an embodiment of the present invention.
Fig. 2 is a block diagram of a smart phone exchange according to an embodiment of the present invention.
Detailed Description
The following description of the embodiments of the present invention is provided for illustrative purposes, and other advantages and effects of the present invention will become apparent to those skilled in the art from the present disclosure.
In the following description, for purposes of explanation and not limitation, specific details are set forth such as particular system structures, interfaces, techniques, etc. in order to provide a thorough understanding of the present invention. It will be apparent, however, to one skilled in the art that the present invention may be practiced in other embodiments that depart from these specific details. In other instances, detailed descriptions of well-known systems, circuits, and algorithms are omitted so as not to obscure the description of the present invention with unnecessary detail.
The invention provides a working method of an intelligent telephone exchange, which is shown in figure 1 and comprises the following steps:
when a trigger signal of a call incoming call is received, automatically broadcasting voice according to a preset service flow to realize general greeting and voice guidance, receiving service selection information input by a user, and judging the service type;
when the service type selected by the user is the common switchboard service function, executing the telephone service function and the basic language service; specifically, the telephone service function includes: signaling connection, response, call-out, hang-up, transfer, bridge connection, Dual Tone Multi-Frequency (Dual Tone Multi Frequency, abbreviated in English) detection, etc., and the basic language service includes: recording, playing, silence detection, etc.;
when the service type selected by the user is the intelligent switchboard service, triggering the intelligent switchboard service flow; receiving voice information of a user, converting the received voice information into character information, correcting the character information according to a preset rule, and performing natural language processing on the corrected character information to obtain a recognition result;
judging whether the user intention is clear or not according to the recognition result, and if the user intention is fuzzy, continuing automatic voice guidance to further clear the intention;
specifically, whether a predefined intention type exists in the recognition result is judged, and if the intention type does not exist, the intention of the user is fuzzy;
if the intention type exists, judging whether word slot information corresponding to the intention type exists in the recognition result according to a preset intention rule, if so, determining the intention of the user, otherwise, performing word slot clarification inquiry to further determine the word slot information;
if the user intention is clear, judging the user intention type, if the user intention type is the telephone switching, retrieving corresponding switching object information according to the intention type and the word slot information in the recognition result, and switching according to the switching object information; if the user intention type is non-telephone switching, searching a corresponding intention response in the database according to the intention type and the word slot information in the recognition result, converting the intention response into voice information, and performing voice broadcasting;
it should be noted that the recognition result should include the intention type and the word slot information, for example, the recognition result is "call forwarding market section", wherein "call forwarding" is the intention type, and "market section" is the word slot;
for example, when the intention type is department switching and the word slot information is department information; inquiring the extension number of the corresponding department in a database according to the switching department door appointed by the user and switching; when the user intends to perform personal switching, inquiring the extension number of the corresponding person in the database according to personal information specified by the user and switching; it should be noted that, the personal information query process of the present invention may also be: and converting the name into pinyin, extracting the alternative name and alias information thereof from the database, matching according to the pronunciation similarity, and returning a matching result. And when the user intends to query the knowledge base, searching in the knowledge base information according to the intention type and the word slot information to obtain an intention response, converting the intention response into voice information and broadcasting.
The present invention also provides a smart telephone exchange, referring to fig. 2, comprising: the system comprises a communication service unit, a service control unit and a voice interaction unit;
the communication service unit is respectively connected with an external switch, a voice interaction unit and a service Control unit, the external switch is specifically a PBX or a VoIP voice gateway, and the communication service unit communicates with the voice interaction unit through a Media Resource Control Protocol (English full name: Media Resource Control Protocol, English abbreviation: MRCP); the communication service unit communicates with the service control unit through an HTTP (hyper text transport protocol);
a communication service unit for receiving a trigger signal of an incoming call; the system is used for providing basic voice service, for example, realizing general greeting and voice guidance by automatic voice broadcasting according to a preset business process; the telephone service function is used for receiving service selection information input by a user and executing the telephone service function when the service type selected by the user is a common switchboard service function, and the telephone service function comprises: signaling connection, response, outbound call, hang-up, transfer, bridging, DTMF detection and the like, and the basic voice service comprises the following steps: recording, playback, silence detection, etc.; receiving voice information of a user to trigger a voice interaction unit when the service type selected by the user is the intelligent switchboard service;
the voice interaction unit is used for carrying out voice recognition on the voice information of the user acquired by the communication service unit, converting the voice information into character information and correcting the character information converted by the voice interaction unit according to a preset rule; correcting the character information according to a preset rule, and performing natural language processing on the corrected character information to obtain a recognition result; the voice broadcasting unit is also used for converting the text information of the intention response retrieved by the service control unit into voice information and broadcasting the voice information;
the voice interaction unit specifically comprises: a speech recognition subunit and a text conversion subunit; the voice recognition subunit is connected with the communication service unit and used for performing voice recognition on the voice information of the user acquired by the communication service unit, converting the voice information into character information and correcting the character information converted by the voice interaction unit according to a preset rule; correcting the character information according to a preset rule, and performing natural language processing on the corrected character information to obtain a recognition result; the text conversion subunit is respectively connected with the service control unit and the communication service unit and is used for converting the text information of the intention response retrieved by the service control unit into voice information and broadcasting the voice information through the communication service unit;
the service control unit is used for judging whether the user intention is clear or not, and if the user intention is fuzzy, the communication service unit is triggered, and then the automatic voice guidance is continued to further clear the intention; if the user intention is clear, performing intention response retrieval to trigger the voice interaction unit and/or the communication service unit according to the recognition result;
specifically, the service control module judges whether a predefined intention type can be obtained in the recognition result, if the intention type cannot be obtained, the user intention is fuzzy, and then the communication service unit is triggered to continue automatic voice guidance to further clarify the intention; if the intention type can be obtained, judging whether word slot information corresponding to the intention type exists in the recognition result according to a preset intention rule, if so, determining the intention of the user, and performing intention response retrieval to trigger a voice interaction unit and/or a communication service unit according to the recognition result; otherwise, the user intentions to fuzzily trigger the communication service module to clarify the word slot and inquire to further clarify the word slot information;
furthermore, the user intention is clear, the intention response retrieval is carried out according to the recognition result to trigger the voice interaction unit and/or the communication service unit, specifically, the business service unit is used for judging the intention type when the user intention is clear, if the intention type of the user is the telephone switching, the corresponding switching object information is retrieved according to the intention type and the word slot information in the recognition result, and the communication service unit is triggered to switch according to the switching object information; and if the user intention type is non-telephone switching, searching a corresponding intention response in the database according to the intention type and the word slot information in the recognition result, converting the intention response into voice information, triggering the voice interaction unit, and carrying out voice broadcasting through the communication service unit.
Corresponding to the above embodiments, an embodiment of the present invention provides an intelligent telephone exchange system, including: at least one memory and at least one processor;
the memory is used for storing one or more program instructions;
a processor for executing one or more program instructions to execute a smart phone switchboard system.
In accordance with the embodiments described above, embodiments of the present invention provide a computer-readable storage medium having one or more program instructions embodied therein, the one or more program instructions being for execution by a processor to perform a method of operation of a smart phone switchboard.
The disclosed embodiments of the present invention provide a computer-readable storage medium having stored therein computer program instructions which, when run on a computer, cause the computer to perform the above-described method.
In an embodiment of the invention, the processor may be an integrated circuit chip having signal processing capability. The Processor may be a general purpose Processor, a Digital Signal Processor (DSP), an Application Specific Integrated Circuit (ASIC), a Field Programmable Gate Array (FPGA) or other programmable logic device, discrete Gate or transistor logic device, discrete hardware component.
The various methods, steps and logic blocks disclosed in the embodiments of the present invention may be implemented or performed. A general purpose processor may be a microprocessor or the processor may be any conventional processor or the like. The steps of the method disclosed in connection with the embodiments of the present invention may be directly implemented by a hardware decoding processor, or implemented by a combination of hardware and software modules in the decoding processor. The software module may be located in ram, flash memory, rom, prom, or eprom, registers, etc. storage media as is well known in the art. The processor reads the information in the storage medium and completes the steps of the method in combination with the hardware.
The storage medium may be a memory, for example, which may be volatile memory or nonvolatile memory, or which may include both volatile and nonvolatile memory.
The nonvolatile Memory may be a Read-Only Memory (ROM), a Programmable ROM (PROM), an Erasable PROM (EPROM), an Electrically Erasable PROM (EEPROM), or a flash Memory.
The volatile Memory may be a Random Access Memory (RAM) which serves as an external cache. By way of example, and not limitation, many forms of RAM are available, such as Static Random Access Memory (SRAM), Dynamic RAM (DRAM), Synchronous DRAM (SDRAM), Double Data Rate SDRAM (DDRSDRAM), Enhanced SDRAM (ESDRAM), SLDRAM (SLDRAM), and Direct Rambus RAM (DRRAM).
The storage media described in connection with the embodiments of the invention are intended to comprise, without being limited to, these and any other suitable types of memory.
Those skilled in the art will appreciate that the functionality described in the present invention may be implemented in a combination of hardware and software in one or more of the examples described above. When software is applied, the corresponding functionality may be stored on or transmitted over as one or more instructions or code on a computer-readable medium. Computer-readable media includes both computer storage media and communication media including any medium that facilitates transfer of a computer program from one place to another. A storage media may be any available media that can be accessed by a general purpose or special purpose computer.
The above-mentioned embodiments, objects, technical solutions and advantages of the present invention are further described in detail, it should be understood that the above-mentioned embodiments are only exemplary embodiments of the present invention, and are not intended to limit the scope of the present invention, and any modifications, equivalent substitutions, improvements and the like made on the basis of the technical solutions of the present invention should be included in the scope of the present invention.
Claims (10)
1. An operating method of a smart telephone exchange, the method comprising:
when a trigger signal of an incoming call is received, automatically broadcasting voice guide according to a preset business process, receiving voice information of a user, and recognizing the voice information to obtain a recognition result; and judging whether the user intention is clear or not according to the recognition result, if the user intention is fuzzy, continuing to automatically broadcast the voice to guide the user intention to be further clear, and if the user intention is clear, executing a corresponding processing flow according to the recognition result.
2. The operating method according to claim 1, wherein recognizing the speech information to obtain the recognition result specifically comprises: and converting the voice information into character information, correcting the character information according to a preset rule, and performing natural language processing on the corrected character information to obtain a recognition result.
3. The method of claim 1, wherein said determining whether the user intent is explicit comprises: judging whether a predefined intention type exists in the recognition result, if not, judging the user intention to be fuzzy, if so, judging whether word slot information corresponding to the intention type exists in the recognition result according to a preset intention rule, if so, judging the user intention to be clear, otherwise, judging the user intention to be fuzzy.
4. The working method according to claim 3, wherein if the user's intention is clear, executing the corresponding processing flow according to the recognition result specifically comprises: judging the user intention type, if the user intention type is the call forwarding, retrieving corresponding forwarding object information according to the intention type and the word slot information in the recognition result, and forwarding according to the forwarding object information; and if the user intention type is non-call forwarding, searching a corresponding intention response in the database according to the intention type and the word slot information in the recognition result, converting the intention response into voice information, and performing voice broadcasting.
5. A smart telephone exchange, comprising: the communication service unit is respectively connected with the external switch, the voice interaction unit and the service control unit, and the service control unit is connected with the voice interaction unit.
6. The smart phone exchange of claim 5, wherein the communication service unit communicates with the voice interaction unit via a media resource control protocol, and the communication service unit communicates with the service control unit via an HTTP protocol.
7. The smart phone exchange of claim 5,
the communication service unit is used for receiving the voice information of the user and triggering the voice interaction unit;
the voice interaction unit is used for identifying the voice information received by the communication service unit to obtain an identification result and converting the text information of the intention response obtained by the retrieval of the service control unit into voice information and broadcasting the voice information;
the service control unit is used for judging whether the user intention is clear or not according to the recognition result obtained by the voice interaction unit, and if the user intention is fuzzy, the user intention is further clear by triggering the communication service unit to continue automatic voice broadcasting and guiding; and if the user intention is clear, triggering the voice interaction unit and/or the communication service unit to execute a corresponding processing flow according to the recognition result.
8. The intelligent telephone exchange according to claim 7, wherein the service control unit is specifically configured to, when the user's intention is clear, determine the type of the intention, and if the type of the intention of the user is call forwarding, retrieve corresponding forwarding object information according to the type of the intention and the word slot information in the recognition result, and trigger the communication service unit to forward according to the forwarding object information; and if the user intention type is non-telephone switching, searching a corresponding intention response in the database according to the intention type and the word slot information in the recognition result, converting the intention response into voice information, triggering the voice interaction unit, and performing voice broadcasting.
9. A smart telephone exchange operating system, the system comprising: at least one memory and at least one processor;
the memory is to store one or more program instructions;
the processor, configured to execute one or more program instructions to perform the method of any one of claims 1-4.
10. A computer-readable storage medium containing one or more program instructions for execution by a processor to perform a method of operating a smartphone switchboard as claimed in any one of claims 1 to 4.
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|---|---|---|---|---|
| CN111986676A (en) * | 2020-08-24 | 2020-11-24 | 北京中亦安图科技股份有限公司 | Intelligent process control method and device, electronic equipment and storage medium |
| CN113645363A (en) * | 2021-08-11 | 2021-11-12 | 广东电网有限责任公司广州供电局 | Multi-service-scene-oriented internal call sharing service platform for power enterprises |
| CN113645363B (en) * | 2021-08-11 | 2022-05-17 | 广东电网有限责任公司广州供电局 | Multi-service-scene-oriented internal call sharing service platform device for power enterprises |
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