CN112040073B - Intelligent directory assistance server, directory assistance system and directory assistance method - Google Patents
Intelligent directory assistance server, directory assistance system and directory assistance method Download PDFInfo
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- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
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- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
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- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
- H04M3/4936—Speech interaction details
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- H—ELECTRICITY
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- H04M3/4938—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals comprising a voice browser which renders and interprets, e.g. VoiceXML
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Abstract
The invention provides an intelligent directory assistance server, a directory assistance system and a directory assistance method, wherein the directory assistance system comprises at least one directory assistance server, at least one artificial intelligent interface server, at least one directory assistance terminal and at least one directory assistance phone; the directory enquiry server is connected with an IMS core switch, the IMS core switch is connected with a first switch, and the first switch is respectively connected with a directory enquiry seat terminal and a directory enquiry seat telephone; the number-checking request terminal accesses the IMS network through the number-checking access number, the IMS core switch sends the received SIP information to the number-checking server, and the number-checking server sends the checking result to the number-checking request terminal; the method adopts the SIP protocol to be in butt joint with the IMS, thereby realizing signaling intercommunication; the artificial intelligence technology is introduced, the artificial intelligence is used for automatically identifying the number searching request and converting the number searching request into the searching condition for searching, the searching result is broadcasted to the calling subscriber by means of text-to-speech conversion after the searching result is obtained, and the efficiency and the accuracy of number searching are greatly improved.
Description
Technical Field
The disclosure relates to the technical field of number inquiry, in particular to an intelligent directory assistance server, a directory assistance system and a directory assistance method.
Background
The statements in this section merely provide background information related to the present disclosure and may not necessarily constitute prior art.
At present, a communication company has completely built an administrative telephone switching network covering a plurality of office places, a core network adopts an IMS technical system, 1+1 is intensively deployed in a provincial company, and load sharing provides support services for telephone users in the whole province.
With the comprehensive deployment of the IMS network, program-controlled switching devices of the local department of the original province company and the prefecture and county companies gradually quit the network, and a service system originally implemented by matching with the local program-controlled devices cannot be used continuously after communication devices become province-level centralized deployed IMS and device interfaces and communication protocols are changed.
The inventor of the present disclosure finds that, for a 114 directory assistance system commonly used by a local city company, an E1 digital or analog relay is adopted for a physical interface for local program control exchange before modification, digital signaling (such as No.7, PRI, No.1, and the like) or analog signaling is adopted for signaling processing, and in an IMS network, the local city company adopts an AG for access, and the whole province provides a service channel through an IP interface of a power-dedicated data bearer network, and does not provide a conventional E1 digital or analog relay any more, so that the 114 directory assistance system of a conventional technical interface cannot continue to work; in addition, the traditional 114 number searching method mainly uses a manual mode to search and report numbers, after a telephone operator accesses a telephone, the telephone operator repeatedly checks the information of a calling user and then manually searches, and the searching process is complex, the speed is low, the accuracy is poor, and the labor cost is high.
Disclosure of Invention
In order to solve the defects of the prior art, the invention provides an intelligent directory assistance server, a directory assistance system and a directory assistance method, wherein the SIP protocol is adopted to be in butt joint with an IMS, so that signaling intercommunication is realized; the artificial intelligence technology is introduced, the artificial intelligence is used for automatically identifying the number searching request and converting the number searching request into the searching condition for searching, the searching result is broadcasted to the calling subscriber by means of text-to-speech conversion after the searching result is obtained, and the efficiency and the accuracy of number searching are greatly improved.
In order to achieve the purpose, the following technical scheme is adopted in the disclosure:
a first aspect of the present disclosure provides an intelligent directory assistance server.
An intelligent directory assistance server at least comprises a voice response module, a voice recognition interface module, a text-to-speech conversion interface module and an SIP relay module;
a voice response module configured at least to: providing voice prompt for the directory inquiry request terminal, guiding the directory inquiry request terminal to select service content and input data required by inquiry transaction, and receiving information input by the directory inquiry request terminal;
a SIP relay module configured at least to: as a logical channel for connecting the directory assistance server and the IMS network, the SIP message and the call media stream are loaded and transmitted;
a speech recognition interface module configured at least to: the method comprises the steps of realizing connection with a voice recognition engine of an artificial intelligence platform, sending query voice and obtaining a voice recognition result;
a text-to-speech interface module configured to: the method realizes the connection with a text-to-speech conversion engine of an artificial intelligence platform, sends the query result and obtains the voice result of the query result.
As some possible implementations, further comprising an IP-PBX module configured at least to: the access interface of analog signals, digital signals and IP relay signals is provided, and voice switching services are provided.
As some possible implementations, the apparatus further includes a CTI function module configured at least to: based on TCP/IP protocol, it runs in Ethernet physical interface, runs application layer protocol and call management on the link, controls the multi-layer switching call transfer of the speech path between seat and IVR, controls the call back of the speech path, performs the seat telephone traffic function, and controls the connection of all telephone traffic.
As some possible implementations, the system further includes a traffic allocation module configured at least to: arranging operator resources, and automatically allocating the call to the most appropriate operator for processing; and tracking the seat state in real time, generating an effective telephone traffic queue, and adjusting a queuing mode in real time according to the incoming call information.
As some possible implementations, a human agent module is further included, configured at least to: and a man-machine information interaction interface for providing manual service.
As some possible implementation manners, the system further comprises a WEB service module at least configured to: and the Tomcat middleware is adopted for building, and the Tomcat middleware is provided for the service of accessing the directory inquiry service through a browser to inquire the service information.
A second aspect of the present disclosure provides an intelligent directory assistance system.
An intelligent directory assistance system comprises at least one directory assistance server, at least one artificial intelligent interface server, at least one directory assistance terminal and at least one directory assistance phone;
the directory enquiry server is connected with an IMS core switch, the IMS core switch is connected with a first switch, and the first switch is respectively connected with a directory enquiry seat terminal and a directory enquiry seat telephone;
the number-checking request terminal accesses the IMS network through the number-checking access number, the IMS core switch sends the received SIP information to the number-checking server, and the number-checking server sends the checking result to the number-checking request terminal.
As some possible implementation manners, after receiving the SIP information, the directory assistance server responds to the directory assistance request end through the built-in call processing queue, and then prompts the directory assistance request end to perform directory assistance operation through the voice response module;
the directory assistance server converts query request voice into input of the artificial intelligence platform, a voice recognition engine of the artificial intelligence platform converts the voice into characters, and the directory assistance server queries a built-in database of the directory assistance server to obtain a result by taking the character content as a query condition;
and converting the text of the query result into voice through a text-to-speech conversion engine of the artificial intelligence platform, and broadcasting the query result for the directory inquiry request terminal.
As some possible implementation manners, when the result cannot be accurately inquired by automatically identifying the directory inquiry, the directory inquiry server prompts the directory inquiry request terminal to transfer to a directory inquiry seat to manually provide service inquiry service;
as some possible implementation manners, the query terminal communicates with the directory assistance server, logs in the directory assistance server in a WEB manner, and queries number information through a WEB interface.
A third aspect of the present disclosure provides a smart directory assistance method.
An intelligent directory enquiry method, comprising the steps of:
the inquiry terminal dials the directory number, the call request firstly reaches the IMS core switch, and the IMS core switch performs routing analysis on the call and then sends the call to the directory server;
after receiving the call message, the directory assistance server judges whether the call is concurrent to the upper limit authorized by the processing capacity of the server, and if so, the directory assistance server directly refuses the call and prompts that the directory assistance end is busy; if the upper limit authorized by the server processing capacity is not reached, replying a response message to the number inquiry request end to complete response continuing processing;
the built-in call processing queue is used for responding to the directory inquiry request end, and the voice response module is used for prompting the directory inquiry request end to perform directory inquiry operation;
the directory assistance server converts query request voice into input of the artificial intelligence platform, a voice recognition engine of the artificial intelligence platform converts the voice into characters, and the directory assistance server queries a built-in database of the directory assistance server to obtain a result by taking the character content as a query condition;
and converting the text of the query result into voice through a text-to-speech conversion engine of the artificial intelligence platform, and broadcasting the query result for the directory inquiry request terminal.
As some possible implementation manners, the response continuation processing specifically includes:
a public network operator telephone user dials a directory number of the directory system access number through a PSTN telephone network or a power private network telephone user through a power private communication network;
the call request is routed to a CSCF network element of a local IMS network butted with the directory enquiry server through a PSTN network or a power private communication network, and the CSCF network element transfers the call to a relay office direction where the directory enquiry server is located according to the calling and called service attributes of the call message;
after receiving the call request, the directory assistance server calculates the concurrency number of the current call queue and judges whether the concurrency permission upper limit of the directory assistance server is reached: if the call request is directly rejected, if the call request is not rejected, transferring the call message to a call response queue of the directory assistance server;
analyzing various call message data messages through a call message protocol stack to analyze a message header, a message type and message contents; and storing the analyzed and processed message data in a database to generate query request log data.
As some possible implementations, the directory lookup operation specifically includes:
the directory enquiry server responds to the directory enquiry request terminal through SIP message, and at the moment, the directory enquiry request terminal phone formally establishes a man-machine interactive response conversation with the directory enquiry server;
the directory assistance method comprises the steps that a directory assistance server guides a directory assistance request end to speak out or input information to be inquired through a preset man-machine interactive response conversation process, the directory assistance server calls an artificial intelligence platform voice recognition interface, and voice content spoken by the directory assistance request end serves as an input parameter to carry out synchronous recording;
after the inquiry content is input by the inquiry request terminal, pressing a preset key or waiting for a preset time, the recording of the inquiry server is finished, and the recording server informs the artificial intelligent platform interface to return the voice of the identified content and plays the voice to the inquiry request terminal;
after the directory enquiry request terminal receives the correct enquiry content prompt and presses the preset key, the directory enquiry server calls the artificial intelligent platform interface, the voice spoken by the user is used as the voice recognition input of the artificial intelligent interface, and the character content after the voice directory enquiry information conversion of the directory enquiry request terminal is obtained;
the directory enquiry server uses the converted text content as enquiry conditions to enquire the built-in database to obtain enquiry results;
the directory enquiry server calls the function of text-to-speech of the artificial intelligent platform interface, converts the text of the query result set in the last step into speech in different sections, and broadcasts the query result to the directory enquiry request terminal one by one.
As a further limitation, when the inquiry voice of the inquiry request terminal cannot be correctly identified, the inquiry server prompts the inquiry request terminal to press a preset key to transfer the inquiry of the inquiry seat;
after the directory enquiry request terminal presses a preset key, the directory enquiry server identifies the home location according to the directory enquiry request terminal number of the directory enquiry request terminal;
after identifying the local city to which the number of the directory enquiry request terminal belongs, enquiring whether the local city company has an idle directory enquiry seat terminal, if yes, switching the directory enquiry request terminal to the directory enquiry seat telephone; after answering the call, the seat personnel manually communicate with the inquiry content with the inquiry request terminal, input inquiry conditions on a number inquiry WEB interface of the inquiry seat terminal, and inform the inquiry request terminal of the inquiry result;
if not, the directory inquiry request end is put into a waiting service queue, and the directory inquiry request end is prompted to wait, the directory inquiry request end can be held for waiting, or hung for dialing later.
As some possible implementation manners, the self-help number inquiry through the WEB specifically includes:
the directory enquiry server issues a WEB enquiry project based on the Tomcat application server, and the WEB service IP address and the port are mapped on the firewall through the firewall to provide the external network access;
the directory enquiry request terminal skips to a WEB directory enquiry page by clicking a directory enquiry WEB page link through a terminal;
the directory enquiry terminal inputs one or more enquiry conditions in a plurality of condition enquiry boxes of the opened WEB directory enquiry page, and then clicks an enquiry button;
the query condition triggers a query event, an Ajax GET mode request is sent to a server through a WEB front-end JQuery, and then a server Controller is called to obtain data;
packaging the acquired data format into an array object in a json format, and then returning to the WEB front end for analysis;
and displaying the directory number result data column in a jqgrid data table form.
Compared with the prior art, the beneficial effect of this disclosure is:
1. the query server, the system and the method adopt the most advanced SIP protocol to be in butt joint with the IMS, thereby realizing signaling intercommunication; and then, an artificial intelligence technology is introduced, the artificial intelligence automatic identification number searching request voice is converted into a searching condition for searching, and after a searching result is obtained, the searching result is broadcasted to the calling subscriber by means of the text-to-speech conversion technology, so that the number searching efficiency and accuracy are greatly improved.
2. The query server, the system and the method creatively complete the provincial centralized construction and the intelligent transformation and upgrade of the directory system after the provincial centralized construction of the IMS communication network through the realization of the intelligent directory system; the system adopts the whole province system construction, applies the artificial intelligence technology as far as possible, realizes automatic number checking without manual intervention, and has good economic benefit and social benefit.
3. The query server, the query system and the query method have the advantages that the centralized and unified construction of the directory enquiry platform system mainly based on manual enquiry is independently constructed in each city before the IMS network is transformed by introducing the construction idea of a large-scale call center; by means of ASR (automatic speech recognition) and TTS (text to speech) technologies provided by an artificial intelligence platform, accurate recognition of directory assistance speech and automatic speech conversion broadcasting of text contents of query results are achieved.
4. According to the query server, the query system and the query method, when speech recognition is difficult (such as dialect or mandarin is extremely nonstandard, and ASR cannot be recognized at all), the intelligent directory assistance system can be intelligently switched to manual agent directory assistance, and the comprehensiveness and integrity of service capacity are guaranteed.
5. According to the query server, the query system and the query method, a set of number query functions based on WEB webpage versions and realized purely based on a browser are adopted, so that the condition that a telephone line is abnormal can be met, and the user experience is greatly improved.
Drawings
The accompanying drawings, which are included to provide a further understanding of the disclosure, illustrate embodiments of the disclosure and together with the description serve to explain the disclosure and are not to limit the disclosure.
Fig. 1 is a schematic structural diagram of an intelligent 114 directory assistance server provided in embodiment 1 of the present disclosure.
Fig. 2 is a schematic structural diagram of an intelligent 114 directory assistance system provided in embodiment 2 of the present disclosure.
Fig. 3 is a flowchart of continuation processing of a directory enquiry response provided in embodiment 3 of the present disclosure.
Fig. 4 is a flowchart of an intelligent directory assistance service provided in embodiment 3 of the present disclosure;
fig. 5 is a flow chart of a WEB self-service directory assistance service provided in embodiment 3 of the present disclosure;
Detailed Description
The present disclosure is further described with reference to the following drawings and examples.
It should be noted that the following detailed description is exemplary and is intended to provide further explanation of the disclosure. Unless defined otherwise, all technical and scientific terms used herein have the same meaning as commonly understood by one of ordinary skill in the art to which this disclosure belongs.
It is noted that the terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of example embodiments according to the present disclosure. As used herein, the singular forms "a", "an" and "the" are intended to include the plural forms as well, and it should be understood that when the terms "comprises" and/or "comprising" are used in this specification, they specify the presence of stated features, steps, operations, devices, components, and/or combinations thereof, unless the context clearly indicates otherwise.
The embodiments and features of the embodiments in the present disclosure may be combined with each other without conflict.
Example 1:
as shown in fig. 1, embodiment 1 of the present disclosure provides an intelligent 114 directory assistance server, including:
x86 server hardware: the PC server is a general PC server based on an X86 architecture and comprises a hardware platform consisting of a CPU, an internal memory, a hard disk, a network card, a mainboard and the like.
Operating the system: the software platform is a system software platform installed on a server, and the project adopts a CentOS 7.0 version operating system.
A database: the project is a Postgresql 9.3 version which is installed on an operating system and used for storing a database software platform of business data.
An artificial intelligence platform ASR interface: the intelligent 114 directory assistance server calls a service-oriented interface program of an ASR (speech recognition engine) of an artificial intelligence platform, and the WebService mode is adopted to realize the interface.
The SIP relay module: the intelligent 114 directory assistance server is a logical channel for interconnection and intercommunication with the IMS network, and is used for carrying and transmitting SIP messages and call media streams.
WEB services: the intelligent 114 directory assistance server adopts a WEB project built by a Tomcat middleware and provides services for accessing directory assistance services and inquiring service information through a browser.
An artificial intelligence platform TTS interface: the intelligent 114 directory assistance server calls a service-required interface program of TTS (text-to-speech conversion engine) of an artificial intelligence platform, and the WebService mode is adopted to realize the interface.
IP-PBX functional module: the basic signaling and media exchange platform of the system has the access capability of analog, digital and IP relays, can provide analog and IP user terminal access, and realizes basic voice exchange service, including dialing, answering and transferring calls and other telephone exchange common functions. The method provides basic telephone system functions such as system setting, outside line setting, extension setting, workgroup setting, telephone answering, telephone dialing, telephone conference, system notification, incoming call routing, calling/called routing and the like, and supports various extension modes such as a manager extension, an IP extension, a virtual extension, an application extension and the like. The voice exchange follows a large-capacity non-blocking exchange architecture, and the modules and the inside realize non-blocking exchange.
The CTI function module: based on TCP/IP protocol, running at Ethernet physical interface, running application layer protocol and call management on link; the CTI supports the control of the multilayer switching call transfer of the speech path between the seat and the IVR; control to support callback to voice path supports the seat traffic function and controls the continuation of all traffic. When the service seat transfers the call to the IVR or other queues, the inputted information can be synchronously transferred without inputting again; the CTI supports data information of interaction between a user and the IVR automatic voice response system, inputs data, and transfers the data and the telephone to a seat when the telephone is connected to the seat; the data and call are transferred synchronously, so that various calling information (such as calling numbers, history records of the calling numbers and the like) can be automatically obtained when the user calls in and provided for the service access software system.
Automatic traffic distribution (ACD) function: based on the call queue management and control module, the system can reasonably arrange the telephone operator resource according to the specific algorithm and automatically distribute the call to the most suitable telephone operator for processing. The system can track the seat state in real time, generate an effective telephone traffic queue, adjust a queuing algorithm at any time according to the incoming call information, distribute the queue processing capacity, adapt to the instant requirement, fully utilize the system resources and improve the system processing capacity. The ACD function can be used in combination with the skill set, and a richer and more humanized telephone traffic distribution function is realized.
An IVR functional module: the voice prompt method is mainly used for providing voice prompt for the user telephone visiting, guiding the user to select service content and input data required by telephone affairs, and receiving information input by the user on a telephone dial pad to realize man-machine interactive access; the IVR provides 7 × 24 hours of automatic voice service, can complete various functions such as information consultation, information inquiry, business acceptance and the like, and is used as assistance and guidance of manual service.
The manual seat module: the system is a functional module of a man-machine information interaction interface for providing manual service, and mainly comprises seat login/logout, telephone answering, telephone calling, telephone switching, telephone pick-up, telephone residence, telephone reservation, three-party call/telephone conference, call recording, no disturbance, frequent off-hook, belonging to a plurality of work groups (seat combination), automatic work number broadcasting, music waiting, document processing time, ready/not ready setting, seat state setting, work group information, incoming call display, screen pop-up and the like.
Example 2:
as shown in fig. 2, embodiment 2 of the present disclosure provides an intelligent 114 directory assistance system, including: an intelligent 114 directory assistance system server, an artificial intelligence platform interface server, an artificial position computer and a directory assistance telephone.
The intelligent 114 directory assistance server is connected with a core switch in a national network province company IMS, and the national network province company IMS is connected with a public network PSTN and other province company IMS networks;
the core switch is connected with network element equipment of an IMS network, and the intelligent 114 directory assistance server is also connected with an artificial intelligent platform interface server through the IMS core switch and a fire box;
the intelligent 114 directory assistance server is also connected with a 114 directory assistance computer, and the intelligent 114 directory assistance server is also connected with a 114 manual agent computer through an IMS core switch and a local access switch;
the intelligent 114 directory assistance server is also connected with 114 manual seat telephones through an IMS core switch and a local access switch, and the directory assistance calling subscriber is connected with the intelligent 114 directory assistance server through an external network firewall.
Public network telecom operator telephone and national grid company communication private network telephone dial intelligent 114 directory assistance system access number, IMS sends call request to intelligent 114 directory assistance server through SIP message, the intelligent 114 directory assistance server responds to the caller through built-in call processing queue, and then prompts the caller to perform directory assistance through IVR (intelligent interactive response) module; the intelligent 114 directory assistance server converts the query request voice into the input of an artificial intelligence platform, the artificial intelligence platform outputs the voice-to-text content to the intelligent 114 directory assistance server, the intelligent 114 directory assistance server takes the text content as a query condition, and queries the built-in database of the intelligent 114 directory assistance server to obtain a result; and converting the text of the query result into voice by a TTS (text-to-speech) technology, and broadcasting the query result for the calling user.
When the automatic identification directory inquiry cannot accurately inquire the result, the intelligent 114 directory inquiry server can prompt the calling subscriber to transfer to a manual position to provide service inquiry service manually.
The directory inquiry service can log in the intelligent 114 directory inquiry server in a WEB mode, and the information required by self-service inquiry is realized through a WEB interface.
The intelligent 114 directory server major application protocol types include: voice call signaling control protocols SIP and SDP, voice coding and decoding protocols G.711, G.722 and G.729 and the like, application interface protocols WebService and Sockit, WEB protocols HTTP and HTTPS and the like.
And the artificial intelligence platform interface server is connected with an artificial intelligence service platform of a national power grid province electric power company through a network switch.
The human agent computer is connected with the intelligent 114 directory assistance server through a network switch.
The directory enquiry seat telephone is connected with an IMS network marginal session controller (SBC) or an access device (AG/IAD) of a national power grid province electric power company through a network cable or an analog electric wire.
The establishment process of the directory enquiry comprises the following steps: an initiating process MO, an SS process, and a terminating process MT.
MO is the call setup process of dialing the intelligent 114 directory number from the calling subscriber;
the SS answers the caller from the intelligent 114 directory assistance server and performs a directory assistance process;
the MT is the process by which the intelligent 114 directory assistance server broadcasts the results of the query to the caller.
The WEB service comprises the following steps: performing database query operation through a database access object by using the keywords in the query request; receiving a database query result data set, packaging the database query result data set into a JSON format, and transmitting the JSON format to a signaling query computer through a network; and displaying the query result according to the CSS style of the WEB front-end framework.
Example 3:
the embodiment 3 of the present disclosure provides an intelligent 114 number searching method, which includes the following steps:
step 1: and (3) checking the number request response and continuing the processing:
the calling telephone user dials the intelligent 114 directory assistance system access number, a call request firstly reaches the intelligent 114 directory assistance server to be connected with the IMS, the IMS performs routing analysis on the call and then sends the call to the intelligent 114 directory assistance server, the intelligent 114 directory assistance server firstly judges whether the call reaches the upper limit authorized by the server processing capacity after receiving a call message, and if the call reaches the upper limit authorized by the server processing capacity, the call is directly rejected, and the calling user is prompted to be busy; if the upper limit authorized by the server processing capacity is not reached, replying a response message to the calling party to complete response continuing processing.
Step 2: intelligent number checking:
after a calling request of a calling party enters a service queue of the intelligent 114 directory assistance server, the intelligent 114 directory assistance server responds to the calling party through a built-in call processing queue, and then prompts the calling party to perform directory assistance through an IVR (intelligent interactive response) module; the intelligent 114 directory assistance server converts the voice of the query request into the input of the artificial intelligent platform, the artificial intelligent platform outputs the voice-to-text content to the intelligent 114 directory assistance server, the intelligent 114 directory assistance server takes the text content as the query condition, queries the built-in database of the intelligent 114 directory assistance server to obtain the result, and finally converts the query result into voice for the calling broadcast through TTS (text to speech) technology.
And step 3: self-help number inquiry through WEB:
the intelligent 114 directory assistance server also provides a WEB self-service directory assistance via a WEB address of a computer location directory assistance server when it is desired that a directory user is not convenient to use a telephone for business queries.
In the step 1, as shown in fig. 3, the following is specifically performed:
step 101: a public network operator telephone user dials an intelligent 114 directory system access number through a PSTN telephone network or a power private network telephone user through a power private communication network;
step 102: the call request (coded by SIP protocol) is routed to a CSCF network element of a local IMS network butted by the intelligent 114 directory server through a PSTN network or a power private communication network, and the CSCF network element transfers the call to a relay office direction where the intelligent 114 directory server is located according to the calling and called service attributes of the call message;
step 103: after receiving the call request, the intelligent 114 directory assistance server performs the calculation of the concurrency number of the current call queue, and judges whether the concurrency permission upper limit of the intelligent 114 directory assistance server is reached: if the call request is directly rejected, if not, the call message is transferred to an intelligent 114 directory assistance server call response queue;
step 104: various call message data messages are analyzed through a call message protocol stack, and message headers, message types and message contents are analyzed, such as: Call-ID, calling number, calling IP, called number, called IP, request method, response message, start time, end time, message body and original message;
step 105: and storing the data of the calling number, the Call-ID, the calling number, the calling IP, the called number, the called IP, the request method, the response message, the starting time, the ending time, the message body, the original message and the like of the analyzed and processed message in a database to generate query request log data.
The PSTN Telephone Network is a Public Switched Telephone Network, which is a Public Switched Telephone Network in chinese, is a switching Network for global voice communication, is the largest telecommunication Network in the world today, and exists for transmitting voice data.
The SIP Protocol refers to Session Initiation Protocol, and is a signaling control Protocol of an application layer. For creating, modifying and releasing sessions of one or more participants. These sessions may be Internet multimedia conferences, IP telephony or multimedia distribution. The participants of the session may communicate by multicast (multicast), mesh unicast (unicast), or a mixture of both.
IMS refers to: ims (IP Multimedia subsystem) is an IP Multimedia system, a new form of Multimedia service, and can meet the requirements of more novel and diversified Multimedia services for end-users. The IMS is considered as a core technology of a next-generation network, and is also an important way to solve the convergence of mobile and fixed networks and introduce differentiated services such as triple convergence of voice, data, and video. IMS functions in this specification as a point of attachment for 114 directory access numbers so that incoming calls from the outside world can land on the IMS.
The CSCF network element (Call Session Control Function) is a functional entity inside an IP Multimedia Subsystem (IMS), and is the core of the entire IMS network. Mainly responsible for handling signaling control during a multimedia call session. It manages user authentication of IMS network, QoS of IMS carrying surface, control of SIP session by cooperating with other network entities, service negotiation and resource allocation.
In the step 2, as shown in fig. 4, the following is specifically performed:
step 201: the intelligent 114 directory assistance server responds to the directory assistance caller through a 200OK message of the SIP message, and at the moment, the caller telephone and the directory assistance server formally establish an IVR (human-computer interactive response) call;
step 202: the intelligent 114 directory assistance server guides the calling user to speak the information to be inquired (for example, through voice broadcasting, please speak the name of the person, department or office room number to be inquired after dropping a voice), calls an artificial intelligent platform voice recognition interface by the intelligent 114 directory assistance server, takes the voice content spoken by the calling user as an input parameter, and carries out synchronous recording;
step 203: after the caller finishes speaking, the inquiry content is pressed by a "#" key or no operation is carried out within 3 seconds, the recording of the intelligent 114 directory inquiry server is finished, the intelligent 114 directory inquiry server informs the artificial intelligent platform interface to return the voice of the identification content, and the voice is played to the caller, for example, "the name of a telephone that you want to inquire is Zhang three, the caller correctly asks to press 1, the caller incorrectly asks to press 2, and the information that you want to inquire is spoken again";
step 204: after receiving the correct query content prompt and pressing 1, the intelligent 114 directory assistance server calls an artificial intelligent platform interface, takes the voice spoken by the user as the voice recognition input of the artificial intelligent interface, and obtains a voice recognition result, namely the text content converted from the voice directory assistance information of the calling party;
step 205: the intelligent 114 directory assistance server queries the built-in database with the converted text contents as query conditions to obtain query results, wherein the result set may be multiple;
step 206: the intelligent 114 directory assistance server calls the TTS (text to speech) function of the artificial intelligent platform interface, converts the text of the last step of query result set into speech in different strips, and broadcasts the query result for the calling subscriber one by one:
step 207: when the caller query voice cannot be correctly identified in step 203, the intelligent 114 directory assistance server prompts the caller to change to manual directory assistance according to '0';
step 208: after the calling user presses a '0' key, the intelligent 114 directory assistance server identifies the home location (mainly distinguishing the local city under the jurisdiction of the national network province company where directory assistance service deployment from the calling user is located) according to the calling number;
step 209: after identifying the local city to which the calling number belongs, inquiring whether the local city company has an idle manual 114 directory seat: if yes, the calling is transferred to the seat telephone, after the seat personnel answer the telephone, the seat personnel manually communicate with the calling to inquire the content, the inquiry condition is input on an inquiry WEB interface of the number of the inquiry seat computer, and the inquiry result informs the calling user; if not, the caller is placed in a waiting service queue and the caller is prompted to "you are good, the current seat is busy, please wait a little! ", the caller may be on hold waiting, or on hook and then dial.
In the step 3, as shown in fig. 5, the following is specifically performed:
step 301: the intelligent 114 directory assistance server issues a set of WEB query items based on a Tomcat application server, and performs external network address mapping on the WEB service IP address and the port on a firewall through the firewall to provide external network access;
step 302: the directory enquiry user accesses the OA system home page of the company through a computer, and jumps to the WEB directory enquiry page by clicking the WEB page link of the directory enquiry;
step 303: the directory enquiry user inputs one or more enquiry conditions in a plurality of condition enquiry boxes (which can be according to name, room number, address and telephone number) of the opened WEB directory enquiry page, and then clicks the enquiry button (the step can make proper authority control for the directory enquiry user access according to the actual requirement, if the enquiry is needed after logging in, the enquiry of mobile phone dynamic verification code or the enquiry of graph verification code);
step 304: the query condition triggers a query event, an Ajax GET mode request is sent to a server through a WEB front-end JQuery, and then a server Controller is called to obtain data;
step 305: packaging the acquired data format into an array object in a json format, and then returning to the WEB front end for analysis;
step 306: and then displaying the directory result data column in a jqgrid data table form.
As will be appreciated by one skilled in the art, embodiments of the present disclosure may be provided as a method, system, or computer program product. Accordingly, the present disclosure may take the form of a hardware embodiment, a software embodiment, or an embodiment combining software and hardware aspects. Furthermore, the present disclosure may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, optical storage, and the like) having computer-usable program code embodied therein.
The present disclosure is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the disclosure. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
It will be understood by those skilled in the art that all or part of the processes of the methods of the embodiments described above can be implemented by a computer program, which can be stored in a computer-readable storage medium, and when executed, can include the processes of the embodiments of the methods described above. The storage medium may be a magnetic disk, an optical disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), or the like.
The above description is only a preferred embodiment of the present disclosure and is not intended to limit the present disclosure, and various modifications and changes may be made to the present disclosure by those skilled in the art. Any modification, equivalent replacement, improvement and the like made within the spirit and principle of the present disclosure should be included in the protection scope of the present disclosure.
Claims (15)
1. An intelligent directory assistance server is characterized by at least comprising a voice response module, a voice recognition interface module, a text-to-speech conversion interface module and an SIP relay module;
a voice response module configured at least to: providing voice prompt for the directory inquiry request terminal, guiding the directory inquiry request terminal to select service content and input data required by inquiry transaction, and receiving information input by the directory inquiry request terminal;
a SIP relay module configured at least to: the intelligent directory assistance server is used as a logical channel for connecting the intelligent directory assistance server with the IMS network, and bears and transmits SIP messages and conversation media streams; public network telecom operator telephone and power grid company communication private network telephone dial intelligent directory assistance system access number, IMS sends call request to intelligent directory assistance server through SIP message, the intelligent directory assistance server responds calling through built-in call processing queue, and then prompts calling user to perform directory assistance through IVR module; the intelligent directory assistance server converts the query request voice into the input of an artificial intelligent platform, the artificial intelligent platform outputs the voice-to-text contents to the intelligent directory assistance server, the intelligent directory assistance server takes the text contents as query conditions, and queries a built-in database of the intelligent directory assistance server to obtain results; converting the text of the query result into voice by a TTS technology, and broadcasting the query result for the calling user;
the call request is routed to a CSCF network element of a local IMS network butted with the intelligent directory assistance server through a PSTN network or a power special communication network by adopting SIP protocol coding, and the CSCF network element transfers the call to a relay office direction where the intelligent directory assistance server is located according to calling message calling and called service attributes;
a speech recognition interface module configured at least to: the method comprises the steps of realizing connection with a voice recognition engine of an artificial intelligence platform, sending query voice and obtaining a voice recognition result;
a text-to-speech interface module configured to: the method realizes the connection with a text-to-speech conversion engine of an artificial intelligence platform, sends the query result and obtains the voice result of the query result.
2. The intelligent directory assistance server of claim 1, further comprising an IP-PBX module configured to at least: the access interface of analog signals, digital signals and IP relay signals is provided, and voice switching services are provided.
3. The intelligent directory assistance server of claim 1, further comprising a CTI function module configured at least to: based on TCP/IP protocol, it runs in Ethernet physical interface, runs application layer protocol and call management on the link, controls the multi-layer switching call transfer of the speech path between seat and IVR, controls the call back of the speech path, performs the seat telephone traffic function, and controls the connection of all telephone traffic.
4. The intelligent directory assistance server of claim 1, further comprising a traffic distribution module configured at least to: arranging operator resources, and automatically allocating the call to the most appropriate operator for processing; and tracking the seat state in real time, generating an effective telephone traffic queue, and adjusting a queuing mode in real time according to the incoming call information.
5. The intelligent directory assistance server of claim 1, further comprising a human agent module configured at least to: and a man-machine information interaction interface for providing manual service.
6. The intelligent directory assistance server of claim 1, further comprising a WEB services module configured at least to: and the Tomcat middleware is adopted for building, and the Tomcat middleware is provided for the service of accessing the directory inquiry service through a browser to inquire the service information.
7. An intelligent directory assistance system is characterized by comprising at least one intelligent directory assistance server, at least one artificial intelligent interface server, at least one directory assistance terminal and at least one directory assistance phone;
the intelligent directory enquiry server is connected with an IMS core switch, the IMS core switch is connected with a first switch, and the first switch is respectively connected with a directory enquiry seat terminal and a directory enquiry seat telephone;
the number-checking request terminal accesses the IMS network through the number-checking access number, the IMS core switch sends the received SIP information to the intelligent number-checking server, and the intelligent number-checking server sends the checking result to the number-checking request terminal;
public network telecom operator telephone and national grid company communication private network telephone dial intelligent 114 directory enquiry system access number, IMS sends call request to intelligent directory enquiry server through SIP message, the said intelligent directory enquiry server answers the caller through built-in call processing queue, then prompts the caller to carry out directory enquiry operation through IVR (intelligent interactive response) module; the intelligent directory assistance server converts the query request voice into the input of an artificial intelligent platform, the artificial intelligent platform outputs the voice-to-text contents to the intelligent directory assistance server, the intelligent directory assistance server takes the text contents as query conditions, and queries a built-in database of the intelligent directory assistance server to obtain results; converting the text of the query result into voice by a TTS (text-to-speech) technology, and broadcasting the query result for the calling user;
and the call request is routed to a CSCF network element of a local IMS network butted with the intelligent directory assistance server through a PSTN network or a power private communication network by adopting SIP protocol coding, and the CSCF network element transfers the call to a relay office direction where the intelligent directory assistance server is located according to the calling and called service attributes of the call message.
8. The intelligent directory assistance system of claim 7 wherein the intelligent directory assistance server, upon receiving the SIP message, responds to the directory assistance request via the built-in call processing queue and prompts the directory assistance request via the voice response module to perform directory assistance;
the intelligent directory assistance server converts query request voice into input of an artificial intelligence platform, a voice recognition engine of the artificial intelligence platform converts the voice into characters, and the intelligent directory assistance server queries a built-in database of the intelligent directory assistance server to obtain a result by taking the character content as a query condition;
and converting the text of the query result into voice through a text-to-speech conversion engine of the artificial intelligence platform, and broadcasting the query result for the directory inquiry request terminal.
9. The intelligent directory assistance system of claim 7 wherein the intelligent directory assistance server prompts the directory assistance request to transfer to a directory assistance location for manual business query services when the automatic identification of the directory assistance results in an inaccurate query.
10. The intelligent directory assistance system of claim 7 wherein the query terminal communicates with the intelligent directory assistance server to log into the intelligent directory assistance server via the WEB and to query for number information via the WEB interface.
11. An intelligent directory enquiry method based on the intelligent directory enquiry server as claimed in any one of claims 1 to 6, including the steps of:
the inquiry terminal dials the directory number, the call request firstly reaches the IMS core switch, and the IMS core switch performs routing analysis on the call and then sends the call to the intelligent directory number inquiry server;
after receiving the call message, the intelligent directory assistance server firstly judges whether the call concurrency reaches the upper limit authorized by the processing capacity of the server, and if so, the intelligent directory assistance server directly refuses the call and prompts that a directory assistance request end is busy; if the upper limit authorized by the server processing capacity is not reached, replying a response message to the number inquiry request end to complete response continuing processing;
the built-in call processing queue is used for responding to the directory inquiry request end, and the voice response module is used for prompting the directory inquiry request end to perform directory inquiry operation;
the intelligent directory assistance server converts query request voice into input of an artificial intelligence platform, a voice recognition engine of the artificial intelligence platform converts the voice into characters, and the intelligent directory assistance server queries a built-in database of the intelligent directory assistance server to obtain a result by taking the character content as a query condition;
and converting the text of the query result into voice through a text-to-speech conversion engine of the artificial intelligence platform, and broadcasting the query result for the directory inquiry request terminal.
12. A directory enquiry method as claimed in claim 11, wherein the response continuation processing is specifically:
a public network operator telephone user dials a directory number of the directory system access number through a PSTN telephone network or a power private network telephone user through a power private communication network;
the call request is routed to a CSCF network element of a local IMS network butted with the intelligent directory assistance server through a PSTN network or a power private communication network, and the CSCF network element transfers the call to a relay office direction where the intelligent directory assistance server is located according to calling and called service attributes of the call message;
after receiving the call request, the intelligent directory assistance server calculates the concurrency number of the current call queue and judges whether the concurrency permission upper limit of the intelligent directory assistance server is reached: if the call request is directly rejected, if the call request is not rejected, transferring the call message to a call response queue of the intelligent directory assistance server;
analyzing various call message data messages through a call message protocol stack to analyze a message header, a message type and message contents; and storing the analyzed and processed message data in a database to generate query request log data.
13. A directory enquiry method as claimed in claim 11, wherein the directory enquiry operation is specifically:
the intelligent directory assistance server responds to the directory assistance request end through SIP information, and at the moment, a phone of the directory assistance request end and the intelligent directory assistance server formally establish a man-machine interactive response conversation;
the intelligent directory assistance server guides a directory assistance request end to speak out or input information to be inquired through a preset man-machine interactive response conversation process, calls an artificial intelligent platform voice recognition interface, and takes the voice content spoken by the directory assistance request end as an input parameter to carry out synchronous recording;
after the inquiry content is input by the inquiry request terminal, pressing a preset key or waiting for a preset time, the recording of the intelligent inquiry server is finished, and the recording server informs the artificial intelligent platform interface to return the voice of the identified content and plays the voice to the inquiry request terminal;
after the directory enquiry request terminal receives the correct enquiry content prompt and presses the preset key, the intelligent directory enquiry server calls the artificial intelligent platform interface, the voice spoken by the user is used as the voice recognition input of the artificial intelligent interface, and the character content after the voice directory enquiry information conversion of the directory enquiry request terminal is obtained;
the intelligent directory assistance server queries the built-in database by using the converted text content as a query condition to obtain a query result;
the intelligent directory inquiry server calls a text-to-speech function of the artificial intelligent platform interface, converts the text of the inquiry result set in the last step into speech in a itemized mode, and broadcasts the inquiry result to the directory inquiry request end item by item.
14. The directory enquiry method as claimed in claim 13, wherein when the directory enquiry voice of the directory enquiry requesting terminal cannot be correctly identified, the intelligent directory enquiry server prompts the directory enquiry requesting terminal to turn to the directory enquiry by pressing a preset key;
after the number inquiry request terminal presses a preset key, the intelligent number inquiry server identifies the attribution according to the number of the number inquiry request terminal;
after identifying the local city to which the number of the directory enquiry request terminal belongs, enquiring whether the local city has an idle directory enquiry seat terminal, if yes, switching the directory enquiry request terminal to the directory enquiry seat telephone; after answering the call, the seat personnel manually communicate with the inquiry content with the inquiry request terminal, input inquiry conditions on a number inquiry WEB interface of the inquiry seat terminal, and inform the inquiry request terminal of the inquiry result;
if not, the directory inquiry request end is put into a waiting service queue, and the directory inquiry request end is prompted to wait, the directory inquiry request end can be held for waiting, or hung for dialing later.
15. A directory enquiry method as claimed in claim 11, wherein the self-directory enquiry via WEB specifically comprises:
the intelligent directory enquiry server issues a Tomcat application server-based WEB enquiry project, and performs external network address mapping on a WEB service IP address and a port on a firewall through the firewall to provide external network access;
the directory enquiry request terminal skips to a WEB directory enquiry page by clicking a directory enquiry WEB page link through a terminal;
the directory enquiry terminal inputs one or more enquiry conditions in a plurality of condition enquiry boxes of the opened WEB directory enquiry page, and then clicks an enquiry button;
the query condition triggers a query event, an Ajax GET mode request is sent to a server through a WEB front-end JQuery, and then a server Controller is called to obtain data;
packaging the acquired data format into an array object in a json format, and then returning to the WEB front end for analysis;
and displaying the directory number result data column in a jqgrid data table form.
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| CN114095598B (en) * | 2021-11-26 | 2023-10-03 | 号百信息服务有限公司 | Intelligent number checking and forwarding system and method based on user state |
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