CN112333341A - Intelligent voice robot system - Google Patents
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- 238000007726 management method Methods 0.000 claims description 52
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- 238000007781 pre-processing Methods 0.000 description 3
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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
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/22—Procedures used during a speech recognition process, e.g. man-machine dialogue
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/1066—Session management
- H04L65/1101—Session protocols
- H04L65/1104—Session initiation protocol [SIP]
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/01—Protocols
- H04L67/02—Protocols based on web technology, e.g. hypertext transfer protocol [HTTP]
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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
- H04M3/487—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
- 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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- 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
- H04M3/5183—Call or contact centers with computer-telephony arrangements
- H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
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Abstract
The invention provides an intelligent voice robot system, which comprises a service management module, an intelligent service module and a basic task execution module, wherein the service management module is used for managing the service of a service platform; the service management module comprises a service development management layer service unit and a service monitoring service unit; the intelligent service module comprises a service flow conversation management unit and a semantic analysis engine unit; the basic in-bowl execution module comprises a call center ACD unit, an MS media service unit and a voice processing unit; the scheme can realize human-computer cooperation continuously, and improve the conversion rate of clients; displaying a client communication path, and accurately judging the intention of the client; the call is interrupted at any time, the customer experience is improved, and the interactive smooth feeling is enhanced; all call contents are recorded and accurately converted into characters, and the characters are convenient to check.
Description
Technical Field
The invention belongs to the technical field of intelligent voice, and particularly relates to an intelligent voice robot system.
Background
With the development of network, communication and computer technologies, enterprises have the characteristics of electronization, remoteness, virtualization and networking, and more online enterprises emerge in large numbers. Communication and conversation between the client and the enterprise are also developed from face-to-face consultation and negotiation to communication and communication based on remote means such as network and telephone. In this context, telephone-based customer service centers (call centers) have become an important way for businesses to interact with users. The customer service center faces a large amount of telephone voice services every day, and handles diversified service requirements of customers, including pre-sale consultation, purchase, post-sale, complaints and the like. In the process of telephone service, the customer service needs to deal with service objects with different emotions and make appropriate response. The customer service center is an image agent of an enterprise, and the service quality of the customer service center directly influences the loyalty of the user to the enterprise. Therefore, the customer satisfaction is improved by improving the service quality of customer service, and the loyalty becomes an important public direction of enterprises. In addition, the customer service efficiency is improved through an accurate customer demand solution; and through reasonably managing customer service teams, accurately evaluating the service quality of employees and the like, the method becomes the direction of the customer service center needing to be continuously discussed, researched and researched.
The traditional customer service hotline answers by means of manual customer service and IVR self-help voice response, is mostly applied to business ranges of banks, transportation, electric power, finance, public utilities and the like, and under the heavy pressure of mass information, the traditional service mode is too heavy, and the overall service quality and the user experience form the main pain point of the existing enterprise customer service; moreover, the existing voice system has complicated structure, complex system, low intelligent degree, slow response and unclear intention identification and judgment.
Disclosure of Invention
In order to solve the problems in the prior art, the invention provides an intelligent voice robot system.
The technical scheme of the invention is realized as follows:
an intelligent voice robot system comprises a service management module, an intelligent service module and a basic task execution module;
the service management module comprises a service development management layer service unit and a service monitoring service unit;
the intelligent service module comprises a service flow conversation management unit and a semantic analysis engine unit;
the basic in-bowl execution module comprises a call center ACD unit, an MS media service unit and a voice processing unit;
the business process conversation management unit is communicated with the business development management layer service unit through an HTTP (hyper text transport protocol); the service monitoring service unit and the semantic analysis engine unit are communicated through an HTTP (hyper text transport protocol); the call center ACD unit communicates with the service flow conversation management unit through an HTTP (hyper text transport protocol); the business process dialogue management unit and the semantic analysis engine unit are communicated through an HTTP (hyper text transport protocol);
the call center ACD unit communicates with the MS media service unit through an SIP protocol;
the MS media service unit and the voice processing unit are communicated through an MRCP protocol.
The service management layer module provides rich value-added services for enterprises on the intelligent voice robot system, wherein the value-added services comprise service development management services and service monitoring services. The business development management service provides a management interface for business editing for business personnel, so that the business personnel can edit the business process conveniently, for example, the business personnel can construct a telephone call conversation flow chart in a way of conversation editing and component dragging. The service monitoring service mainly aims at the management and the setting of the current configuration information of the semantic analysis engine to carry out statistical analysis on the operation data of the system in real time.
The intelligent business module is a core layer of the intelligent voice robot system, is a key point of the system with machine intelligent calling and answering functions, and comprises two units, namely a business process dialogue management unit and a semantic analysis engine. The business process conversation management unit also comprises a business analysis and conversation management subunit. The service analysis subunit realizes the loading of a local service script file or a service flow chart provided by service development management service; the dialogue management subunit completes the described dialogue flow according to the loaded business flow, and the process needs to call a semantic analysis engine unit to perform semantic analysis. The semantic analysis engine unit also comprises an intention identification subunit and an intelligent question and answer subunit, and the functions of the intention identification and the intelligent question and answer of the user are respectively realized.
The basic task execution module mainly comprises various functions of a traditional call center, and is additionally provided with a voice processing unit which mainly comprises a call center ACD unit, an MS media service unit and a voice processing unit. The basic task execution module is mainly responsible for the distribution of calls, the interaction with the intelligent service module, and the dispatching of the MS media service unit to complete the control of playing, receiving, recording, ASR, TTS and the like.
Furthermore, the system also comprises a data storage service module which is used for storing the data information generated by each module.
Furthermore, the business process dialogue management unit comprises a business analysis subunit and a dialogue management subunit, wherein the business analysis subunit is used for loading a local business script file or a business process diagram provided by a business development management service; and the conversation management subunit is used for finishing the conversation process described by the loaded business process according to the loaded business process.
Further, the semantic analysis engine unit comprises an intention identification subunit and an intelligent question and answer subunit.
Furthermore, the speech processing unit comprises a speech preprocessing subunit, a speech recognition ASR subunit, a recognition post-processing subunit and a speech synthesis TTS subunit.
The invention has the following beneficial effects:
the scheme has high architecture performance and is easy to use and expand; various complex conversational flow logics in large enterprises in various industries are supported; the client data is imported in batch by one key without manual dialing, and the outbound task is automatically completed; real person voice interaction, intelligent recognition of the intention of a customer and accurate answer of the question of the customer; the intelligent switching is manual, and man-machine cooperation is seamless, so that the conversion rate of customers is improved; displaying a client communication path, and accurately judging the intention of the client; the call is interrupted at any time, the customer experience is improved, and the interactive smooth feeling is enhanced; all call contents are recorded and accurately converted into characters, and the characters are convenient to check.
Drawings
Fig. 1 is an architecture diagram of an embodiment 1 of an intelligent voice robot system according to the present invention.
Detailed Description
The technical solutions in the embodiments of the present invention will be described clearly and completely with reference to the accompanying drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments of the present invention without making any creative effort, shall fall within the protection scope of the present invention.
It should be noted that all the directional indicators (such as upper, lower, left, right, front and rear … …) in the embodiment of the present invention are only used to explain the relative position relationship between the components, the movement situation, etc. in a specific posture (as shown in the drawing), and if the specific posture is changed, the directional indicator is changed accordingly.
In addition, the descriptions related to "first", "second", etc. in the present invention are for descriptive purposes only and are not to be construed as indicating or implying relative importance or implicitly indicating the number of technical features indicated. Thus, a feature defined as "first" or "second" may explicitly or implicitly include at least one such feature. In addition, technical solutions between various embodiments may be combined with each other, but must be realized by a person skilled in the art, and when the technical solutions are contradictory or cannot be realized, such a combination should not be considered to exist, and is not within the protection scope of the present invention.
Example 1
As shown in fig. 1, an intelligent voice robot system includes a service management module, an intelligent service module, and a basic task execution module;
the service management module comprises a service development management layer service unit and a service monitoring service unit;
the intelligent service module comprises a service flow conversation management unit and a semantic analysis engine unit;
the basic in-bowl execution module comprises a call center ACD unit, an MS media service unit and a voice processing unit;
the business process conversation management unit is communicated with the business development management layer service unit through an HTTP (hyper text transport protocol); the service monitoring service unit and the semantic analysis engine unit are communicated through an HTTP (hyper text transport protocol); the call center ACD unit communicates with the service flow conversation management unit through an HTTP (hyper text transport protocol); the business process dialogue management unit and the semantic analysis engine unit are communicated through an HTTP (hyper text transport protocol);
the call center ACD unit communicates with the MS media service unit through an SIP protocol;
the MS media service unit and the voice processing unit are communicated through an MRCP protocol.
And the data storage service module is used for storing the data information generated by each module.
The business process dialogue management unit comprises a business analysis subunit and a dialogue management subunit, wherein the business analysis subunit is used for loading a local business script file or a business process chart provided by a business development management service; and the conversation management subunit is used for finishing the conversation process described by the loaded business process according to the loaded business process.
The semantic analysis engine unit comprises an intention identification subunit and an intelligent question and answer subunit.
The speech processing unit comprises a speech preprocessing subunit, a speech recognition ASR subunit, a recognition post-processing subunit and a speech synthesis TTS subunit.
The present embodiment works as follows:
1. the system is characterized in that a customer dials a telephone to the intelligent voice customer service.
2. After the intelligent voice customer service of the system answers the call, the call center ACD subunit platform calls the service flow conversation management unit interface to start and initialize the conversation flow state diagram.
3. After the business conversation process management unit initializes the conversation process state diagram, it sends the open white word operation to the call center ACD subunit.
4. The call center ACD subunit platform receives the open field white talk, carries out TTS voice synthesis or directly plays the recorded record according to the configuration selection, and carries out playback operation to inform the user.
5. After receiving the open-field white voice, the client also makes a corresponding voice reply and starts a conversation process.
6. After receiving the reply voice of the user, the call center platform ACD subunit calls the ASR service of the voice recognition ASR subunit to perform voice recognition through the MRCP protocol.
7. And after receiving the character result returned by the ASR, the call center ACD subunit calls an interface of the service flow conversation management unit through the HTTP protocol to update the conversation state.
8. And after receiving the request information transmitted by the call center ACD subunit, the business process conversation management unit calls a semantic analysis module engine unit to carry out semantic analysis, selects a conversation according to the result of the semantic analysis, returns the selected conversation to the call center ACD subunit platform and updates the conversation state.
9. The call center ACD subunit receives the current speech, and according to the configuration selection, carries out TTS speech synthesis or directly plays the recorded record, and carries out playback operation to inform the client.
10. And repeating the steps 6-9 according to the configured service flow state diagram until the call conversation flow is finished.
11. After the business conversation process is finished, the call center ACD subunit informs the speech recognition ASR subunit ASR to finish the current speech transcription time request. And finally, informing the service process conversation management unit of on-hook operation, and reporting a calling result to the calling management platform.
After the specific service of the semantic analysis request is determined, corresponding semantic analysis is carried out, and the semantic analysis process is as follows:
a. extracting a text after the voice recognition and transcription of a user, performing text denoising (filtering language and mood words generated by voice transcription and the like), word segmentation and pinyin extraction through data preprocessing.
b. And c, the preprocessed text enters a semantic analysis engine unit to carry out general purpose intention recognition, the part carries out template matching and a general purpose intention recognition model in sequence, if the text is successfully recognized as a certain general purpose intention, an intention ID is returned, and if the text is not successfully recognized, the step c is carried out.
c. And (d) entering service intention identification, sequentially carrying out template matching and a general intention identification model on the part, returning an intention ID if the part is successfully identified as a certain general intention, and otherwise entering the step d.
d. And entering an intelligent question and answer subunit to carry out semantic matching, if the standard question is successfully matched, returning a question ID, and otherwise, returning no intention.
The scheme has high architecture performance and is easy to use and expand; various complex conversational flow logics in large enterprises in various industries are supported; the client data is imported in batch by one key without manual dialing, and the outbound task is automatically completed; real person voice interaction, intelligent recognition of the intention of a customer and accurate answer of the question of the customer; the intelligent switching is manual, and man-machine cooperation is seamless, so that the conversion rate of customers is improved; displaying a client communication path, and accurately judging the intention of the client; the call is interrupted at any time, the customer experience is improved, and the interactive smooth feeling is enhanced; all call contents are recorded and accurately converted into characters, and the characters are convenient to check.
Finally, the above embodiments are only for illustrating the technical solutions of the present invention and not for limiting, although the present invention has been described in detail with reference to the preferred embodiments, it should be understood by those skilled in the art that modifications or equivalent substitutions may be made to the technical solutions of the present invention without departing from the spirit and scope of the technical solutions of the present invention, and all of them should be covered in the claims of the present invention.
Claims (5)
1. An intelligent voice robot system is characterized by comprising a service management module, an intelligent business module and a basic task execution module;
the service management module comprises a service development management layer service unit and a service monitoring service unit;
the intelligent service module comprises a service flow conversation management unit and a semantic analysis engine unit;
the basic in-bowl execution module comprises a call center ACD unit, an MS media service unit and a voice processing unit;
the business process conversation management unit is communicated with the business development management layer service unit through an HTTP (hyper text transport protocol); the service monitoring service unit and the semantic analysis engine unit are communicated through an HTTP (hyper text transport protocol); the call center ACD unit communicates with the service flow conversation management unit through an HTTP (hyper text transport protocol); the business process dialogue management unit and the semantic analysis engine unit are communicated through an HTTP (hyper text transport protocol);
the call center ACD unit communicates with the MS media service unit through an SIP protocol;
the MS media service unit and the voice processing unit are communicated through an MRCP protocol.
2. The intelligent voice robot system of claim 1, further comprising a data storage service module for storing data information generated by each module.
3. The intelligent voice robot system according to claim 1, wherein the business process dialogue management unit comprises a business analysis subunit and a dialogue management subunit, the business analysis subunit is configured to load a local business script file or a business process diagram provided by a business development management service; and the conversation management subunit is used for finishing the conversation process described by the loaded business process according to the loaded business process.
4. The intelligent voice robot system of claim 1, wherein the semantic parsing engine unit comprises an intention recognition subunit and an intelligent question and answer subunit.
5. The intelligent voice robot system of claim 1, wherein the voice processing unit comprises a pre-voice processing subunit, an ASR voice recognition subunit, a post-recognition processing subunit, and a TTS voice synthesis subunit.
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| CN202011166507.6A CN112333341A (en) | 2020-10-27 | 2020-10-27 | Intelligent voice robot system |
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN113284502A (en) * | 2021-05-08 | 2021-08-20 | 埃顿能源科技(四川)有限公司 | Intelligent customer service voice interaction method and system |
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Application publication date: 20210205 |