CN114189588A - Intelligent telephone traffic system and implementation method thereof - Google Patents
Intelligent telephone traffic system and implementation method thereof Download PDFInfo
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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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- 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
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
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Abstract
The invention discloses an intelligent telephone traffic system and a realization method thereof, wherein the intelligent telephone traffic system comprises a program control telephone traffic module, an artificial telephone traffic module and an intelligent telephone traffic module; the program control telephone traffic module comprises a plurality of user telephone terminals and at least one program control exchanger; the intelligent telephone traffic module comprises a signaling gateway, a first network switch, a soft switch server, a process control server, a voice recognition server, a semantic understanding server, a voice synthesis server and a database server, wherein the soft switch server, the process control server, the voice recognition server, the semantic understanding server, the voice synthesis server and the database server are connected with the first network switch; the signaling gateway is connected with the program controlled switch to realize signaling conversion at two sides; the artificial telephone traffic module comprises an artificial switch, a second network switch, a service server and a plurality of telephone operator seats; the manual switch is connected with the program control switch, and the second network switch is connected with the manual switch, the service server and the first network switch. The intelligent telephone traffic module is additionally arranged, the intelligent telephone traffic service and the artificial telephone traffic service are fused and applied, and the user experience is improved.
Description
Technical Field
The invention relates to the technical field of intelligent telephone traffic, in particular to an intelligent telephone traffic system and an implementation method thereof.
Background
Both the manual exchange and the program controlled exchange are used as exchange equipment for telephone exchange network and are realized based on the technical system of circuit exchange. Due to the characteristics of safety, reliability, good confidentiality, good user experience and the like, the method is still widely applied to the fields of national defense, governments, railways and the like at present. The manual exchange is mainly used for completing telephone connection between a user and an operator, the stored program control exchange is mainly used for completing telephone connection between the user and the user, and connection between a remote user and the operator can be realized based on the combination of the user and the operator.
Fig. 1 is an organization connection of a conventional telephone network, in fig. 1, a manual/programmable exchange is connected to a subscriber's telephone through a voice-frequency cable. The stored program control exchanges or the manual exchange and the stored program control exchanges can be connected through 2M lines (coaxial digital cables) to realize long-distance transmission. The manual switch is connected with each operator seat through 2 lines, one is a network line, and the manual switch is connected with each operator seat through the network switch, so that the manual switch is an audio cable line. Data configuration is made on each SPC exchange or manual exchange, so that a telephone user can connect an operator seat after dialing a special service number (also called a hotline telephone), the operator can provide number inquiry, telephone traffic forwarding and information consultation services for the user, and part of software supporting the services is deployed on the manual exchange and part of the software is deployed on the operator seat, which is collectively called a telephone traffic system.
The above-mentioned field of mainly composing telephone networks by circuit switching mechanisms is generally a very special and important industry, and generally, there are a service desk or a customer service center, which mainly undertakes services such as number inquiry, telephone forwarding, information consultation, etc. Due to the fact that the service volume is large, the number of people on duty is limited, and the situations that a large number of operators are reduced under extreme conditions such as emergency situations and the like can cause service interruption, the requirements of the fields on the intelligent telephone traffic system are also very urgent.
Disclosure of Invention
The invention aims to provide an intelligent telephone traffic system and an implementation method thereof, so as to improve the intelligent degree of a manual telephone traffic system, reduce the workload of telephone operators and improve the conversation experience of users.
To solve the above technical problem, an embodiment of the present invention provides the following solutions:
on one hand, an intelligent telephone traffic system is provided, which comprises a program control telephone traffic module, an artificial telephone traffic module and an intelligent telephone traffic module;
the program control telephone traffic module comprises a plurality of user telephone terminals and at least one program control exchanger, and the program control telephone traffic module realizes the call connection between users based on circuit switching signaling;
the intelligent telephone traffic module comprises a signaling gateway, a first network switch, a soft switch server, a process control server, a voice recognition server, a semantic understanding server, a voice synthesis server and a database server, wherein the soft switch server, the process control server, the voice recognition server, the semantic understanding server, the voice synthesis server and the database server are connected with the first network switch; the signaling gateway is connected with a program control exchanger in the program control telephone traffic module and is used for realizing the conversion between circuit switching signaling and IP switching signaling at two sides; the soft switch server realizes various call services based on IP switch signaling;
the artificial telephone traffic module comprises an artificial switch, a second network switch, a service server and a plurality of telephone operator seats; the manual switch is connected with a program control switch in the program control telephone traffic module, and the second network switch is connected with the manual switch, the service server and a first network switch in the intelligent telephone traffic module; the artificial telephone traffic module realizes the call connection between a user and a telephone operator based on circuit switching signaling, and the service server is used for realizing the information interaction between the intelligent telephone traffic module and the artificial telephone traffic module.
Preferably, in the intelligent telephone traffic module, the voice recognition server is configured to convert voice data into text data, the semantic understanding server is configured to parse the text data into structured and machine-readable user intention information, the voice synthesis server is configured to convert text data generated by the voice synthesis server into voice data and output the voice data, the process control server is configured to implement various service control processes on the basis of voice recognition, semantic understanding, and voice synthesis, and the database server is configured to store various data in a service implementation process.
Preferably, the database server stores a database of numbers and a knowledge base, wherein the number base is used for providing corresponding numbers when a user looks up or transfers, and the knowledge base is used for providing knowledge answers when the user consults.
Preferably, the number in the number library includes a flag for recording whether the user is important; if the number of the calling user is not in the number library, the number is determined to be a strange number; and if the number of the calling user is in the number library and the field of the mark is yes, the calling user is determined as an important user.
Preferably, the operator seat is provided with a display interface, and the display interface is used for presenting the interaction process data of the user.
In another aspect, a method for implementing the intelligent traffic system is provided, which includes the following steps:
after a user dials a certain number, voice data based on circuit switching signaling is transmitted to a program controlled switch connected with a signaling gateway;
the signaling gateway converts the voice data based on the circuit switching signaling into voice data based on the IP switching signaling;
under the control of a flow control server, the voice recognition service converts user voice data into text data, and the semantic understanding server analyzes the text data into user intention information;
and according to the user intention information, the flow control server controls the soft switch server to realize the related call service and controls the database server and the voice synthesis server to realize the related consultation service.
Preferably, the database server stores a database of numbers and a knowledge base, wherein the number base is used for providing corresponding numbers when a user looks up or transfers, and the knowledge base is used for providing knowledge answers when the user consults;
when the user needs to take the call forwarding, the flow control server associates the number of the person to be forwarded in the database server and controls the soft switch server to initiate the call to the person to be forwarded, so that the user and the person to be forwarded are connected;
when the user needs to consult, the process control server associates the knowledge answers in the database server and controls the voice synthesis server to synthesize voice data containing the knowledge answers according to a preset template, and the synthesized voice data is converted into voice data based on circuit switching signaling through the signaling gateway and is transmitted to the user telephone terminal through the program control switch.
Preferably, the number in the number library includes a flag for recording whether the user is important; if the number of the calling user is not in the number library, the calling user is identified as a strange user; if the number of the calling user is in the number library and the field of the mark is yes, the calling user is determined as an important user;
after a strange user or an important user is on line, the telephone operator seat is directly transferred, and the realization method comprises the following steps: when a strange user or an important user initiates a call, the program controlled switch, the signaling gateway and the first network switch are connected to the soft switch server to establish a first call connection, and the soft switch server establishes a second call through the first network switch, the signaling gateway, the program controlled switch, the manual switch and the second network switch to be connected to an operator seat, so that the function of switching to the operator seat is realized.
Preferably, the operator seat is provided with a display interface, and the display interface is used for presenting interactive process data of a user;
when the intelligent service fails, the system automatically switches to a manual service mode, and the implementation method comprises the following steps:
the interactive process data of the user is transmitted to a service server through the first network switch and the second network switch under the control of the process control server;
the service server presents the interactive process data of the user on a display interface of the operator seat;
and the operator seat provides corresponding service according to the interaction process data of the user.
Preferably, after monitoring a user call, a program controlled switch connected to a signaling gateway in the program controlled switch module preferentially establishes a connection with a soft switch server of the intelligent telephone traffic module, and performs corresponding operations under the control of the process control server after being judged by the soft switch server; when the intelligent telephone traffic module is damaged, all user calls are directly transferred to the operator seat through the manual switch.
The technical scheme provided by the embodiment of the invention has the beneficial effects that at least:
in the embodiment of the invention, the intelligent telephone traffic module is additionally arranged on the basis of the telephone network formed by the existing circuit switching mechanism, the intelligent telephone traffic service and the artificial telephone traffic service are fused and applied, and the intelligent telephone traffic module realizes various conversation services based on the IP switching mechanism, thereby greatly improving the intelligent degree of the original artificial station system, lightening the workload of operators and improving the conversation experience of users.
Drawings
In order to more clearly illustrate the technical solutions in the embodiments of the present invention, the drawings needed to be used in the description of the embodiments will be briefly introduced below, and it is obvious that the drawings in the following description are only some embodiments of the present invention, and it is obvious for those skilled in the art to obtain other drawings based on these drawings without creative efforts.
Fig. 1 is a schematic diagram of the structure of a conventional telephone network;
fig. 2 is a schematic structural diagram of an intelligent traffic system according to an embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention more apparent, embodiments of the present invention will be described in detail with reference to the accompanying drawings.
An embodiment of the present invention provides an intelligent telephone traffic system, as shown in fig. 2, where the intelligent telephone traffic system includes a program-controlled telephone traffic module, an artificial telephone traffic module, and an intelligent telephone traffic module;
the program control telephone traffic module comprises a plurality of user telephone terminals and at least one program control exchanger, and the program control telephone traffic module is mainly used for realizing the call connection between users based on circuit switching signaling;
the intelligent telephone traffic module comprises a signaling gateway, a first network switch, a soft switch server, a process control server, a voice recognition server, a semantic understanding server, a voice synthesis server and a database server, wherein the soft switch server, the process control server, the voice recognition server, the semantic understanding server, the voice synthesis server and the database server are connected with the first network switch;
the signaling gateway is connected with a program control switch in the program control telephone traffic module and used for realizing conversion between circuit switching signaling and IP switching signaling on two sides, for example, the telephone switching signaling on the left side of the signaling gateway generally uses a seventh signaling, a first signaling and other protocols, the IP switching signaling on the right side mainly uses SIP and other protocols, and the signaling gateway can realize the conversion of the signaling on two sides;
in the intelligent telephone traffic module, the voice recognition server is used for converting voice data into text data, the semantic understanding server is used for analyzing the text data into structured and machine-readable user intention information, the voice synthesis server is used for converting the text data generated by the voice synthesis server into voice data and outputting the voice data, the process control server is used for realizing various service control processes on the basis of voice recognition, semantic understanding and voice synthesis, the database server is used for storing various data in the service realization process, and the soft switch server realizes various call services on the basis of IP (Internet protocol) switch signaling;
the artificial telephone traffic module comprises an artificial switch, a second network switch, a service server and a plurality of telephone operator seats; the second network switch is connected with the manual switch, the service server and the first network switch in the intelligent telephone traffic module; the artificial telephone traffic module realizes the call connection between the user and the operator based on the circuit switching signaling; the service server is used for realizing information interaction between the intelligent telephone traffic module and the artificial telephone traffic module, and particularly, functions such as database, service logic control and the like can be realized in the service server in a centralized manner according to actual service volume.
In the embodiment of the invention, the data stored in the database server comprises a number library and a knowledge library, wherein the number library is used for providing a corresponding number when a user looks up or forwards, and the knowledge library is used for providing a knowledge answer when the user consults.
Further, in consideration of data security and confidentiality, after the telephone of the strange user is on line, the strange user is directly transferred to the operator seat; for the consideration of advanced/important user service experience, the important user is directly transferred to the operator seat after being on line. Thus, the numbers in the number library include a flag to record whether the user is important; if the number of the calling user is not in the number library, the number is determined to be a strange number; if the number of the calling user is in the number library and the field of the mark is yes, the calling user is determined as an important user.
Further, due to reasons such as dialect, unclear speaking or noise of the user, a situation that the intelligent service fails may occur, that is, the user does not obtain desired information from the intelligent service of the robot, which is unavoidable, and a manual service needs to be switched to, then the data of the just-before interaction process between the robot and the user needs to be transmitted to an operator seat, otherwise, the operator needs to ask for the user's needs again, which may result in a reduction in user experience. Therefore, the operator seat of the embodiment of the invention is provided with the display interface which is used for presenting the interactive process data of the user, so that even if the intelligent service fails to be switched to the manual service, the operator can know the intention of the user in time, and the service quality is prevented from being reduced.
The implementation method of the intelligent telephone traffic system provided by the embodiment of the invention comprises the following steps:
after a user dials a certain number, voice data based on circuit switching signaling is transmitted to a program controlled switch connected with a signaling gateway; specifically, user voice data is transmitted to the SPC exchange connected with the signaling gateway through the SPC exchange or the 2M line;
the signaling gateway converts the voice data based on the circuit switching signaling into voice data based on the IP switching signaling;
under the control of the flow control server, the voice recognition service converts the user voice data into text data, and the semantic understanding server analyzes the text data into user intention information;
and according to the user intention information, the flow control server controls the soft switch server to realize the related call service and controls the database server and the voice synthesis server to realize the related consultation service.
Further, the data stored in the database server includes a number library and a knowledge library, wherein the number library is used for providing corresponding numbers when the user looks up or forwards, and the knowledge library is used for providing knowledge answers when the user consults.
When the user needs to take the call forwarding, the flow control server associates the number of the person to be forwarded in the database server and controls the soft switch server to initiate the call to the person to be forwarded, so that the user and the person to be forwarded are connected; after connection, the calling user can establish telephone connection with the transferred person, and if the connection is not made, the transfer fails.
When the user needs to consult, the process control server associates the knowledge answers in the database server, controls the voice synthesis server to synthesize voice data containing the knowledge answers according to a preset template, converts the synthesized voice data into voice data based on circuit switching signaling through the signaling gateway, and finally transmits the voice data to the user telephone terminal through the stored program control switch, the 2M line and the audio line.
Further, in consideration of data security and confidentiality, after the telephone of the strange user is on line, the strange user is directly transferred to the operator seat; for the consideration of advanced/important user service experience, the important user is directly transferred to the operator seat after being on line. Thus, the numbers in the number library include a flag to record whether the user is important; if the number of the calling user is not in the number library, the calling user is identified as a strange user; if the number of the calling user is in the number library and the field of the mark is yes, the calling user is determined as an important user.
After a strange user or an important user is on line, the telephone operator seat is directly transferred, and the realization method comprises the following steps: when a strange user or an important user initiates a call, the strange user or the important user is connected to a soft switch server through an audio cable, a stored program control switch, a signaling gateway and a first network switch to establish first call connection, and the soft switch server establishes a second call through the first network switch, the signaling gateway, the stored program control switch, a manual switch, a second network switch or the audio cable to be connected to an operator seat, so that the function of switching to the operator seat is realized.
Furthermore, due to reasons such as dialect, unclear speaking or noise of the user, a situation that the intelligent service fails can occur, the situation needs to be switched to manual service, and then the data of the user in the just-new interaction process needs to be transmitted to an operator seat, so that the situation that the operator needs to ask for the user again and the user experience is reduced is avoided. Therefore, the operator seat is provided with a display interface for presenting the interactive process data of the user.
When the intelligent service fails, the system automatically switches to a manual service mode, and the implementation method comprises the following steps:
the interactive process data of the user is transmitted to the service server through the first network switch and the second network switch under the control of the flow control server;
the service server presents the interactive process data of the user on a display interface of an operator seat;
the operator seat provides corresponding service according to the interaction process data of the user.
In addition, if the user requests the manual service, the operator seat is normally connected.
In the embodiment of the invention, the configuration of the program controlled switch connected with the signaling gateway by the program controlled switch module needs to be updated, so that the program controlled switch preferentially establishes connection with a soft switch server of the intelligent telephone traffic module after monitoring a user call, and performs corresponding operation under the control of the flow control server after being judged by the soft switch server; when the intelligent telephone traffic module is damaged, all user calls are directly transferred to the operator seat through the manual switch. In addition, the other situation is that the manual switch is damaged, and at the moment, the intelligent telephone traffic module directly responds to the requirements of important users, so that the stability and the reliability of the system are improved.
In summary, the invention adds the intelligent telephone traffic module on the basis of the telephone network formed by the existing circuit switching mechanism, integrates and applies the intelligent telephone traffic service and the artificial telephone traffic service, and the intelligent telephone traffic module realizes various conversation services based on the IP switching mechanism, thereby greatly improving the intelligent degree of the original artificial station system, reducing the workload of operators and improving the conversation experience of users.
The above description is only for the purpose of illustrating the preferred embodiments of the present invention and is not to be construed as limiting the invention, and any modifications, equivalents, improvements and the like that fall within the spirit and principle of the present invention are intended to be included therein.
Claims (10)
1. An intelligent telephone traffic system is characterized by comprising a program control telephone traffic module, an artificial telephone traffic module and an intelligent telephone traffic module;
the program control telephone traffic module comprises a plurality of user telephone terminals and at least one program control exchanger, and the program control telephone traffic module realizes the call connection between users based on circuit switching signaling;
the intelligent telephone traffic module comprises a signaling gateway, a first network switch, a soft switch server, a process control server, a voice recognition server, a semantic understanding server, a voice synthesis server and a database server, wherein the soft switch server, the process control server, the voice recognition server, the semantic understanding server, the voice synthesis server and the database server are connected with the first network switch; the signaling gateway is connected with a program control exchanger in the program control telephone traffic module and is used for realizing the conversion between circuit switching signaling and IP switching signaling at two sides; the soft switch server realizes various call services based on IP switch signaling;
the artificial telephone traffic module comprises an artificial switch, a second network switch, a service server and a plurality of telephone operator seats; the manual switch is connected with a program control switch in the program control telephone traffic module, and the second network switch is connected with the manual switch, the service server and a first network switch in the intelligent telephone traffic module; the artificial telephone traffic module realizes the call connection between a user and a telephone operator based on circuit switching signaling, and the service server is used for realizing the information interaction between the intelligent telephone traffic module and the artificial telephone traffic module.
2. The intelligent telephone traffic system according to claim 1, wherein in the intelligent telephone traffic module, the voice recognition server is configured to convert voice data into text data, the semantic understanding server is configured to parse the text data into structured and machine-readable user intention information, the voice synthesis server is configured to convert self-generated text data into voice data and output the voice data, the process control server is configured to implement various service control processes based on voice recognition, semantic understanding and voice synthesis, and the database server is configured to store various data in a service implementation process.
3. The smart traffic system of claim 2, wherein the database server stores a database containing a number library and a knowledge library, wherein the number library is used for providing corresponding numbers when the user checks or transfers, and the knowledge library is used for providing knowledge answers when the user consults.
4. The intelligent traffic system of claim 3, wherein the numbers in the number library include a flag to record whether the user is important; if the number of the calling user is not in the number library, the number is determined to be a strange number; and if the number of the calling user is in the number library and the field of the mark is yes, the calling user is determined as an important user.
5. The smart traffic system of claim 1, wherein the operator position is provided with a display interface for presenting user interaction process data.
6. A method for implementing the intelligent traffic system of any one of claims 1-5, comprising the steps of:
after a user dials a certain number, voice data based on circuit switching signaling is transmitted to a program controlled switch connected with a signaling gateway;
the signaling gateway converts the voice data based on the circuit switching signaling into voice data based on the IP switching signaling;
under the control of a flow control server, the voice recognition service converts user voice data into text data, and the semantic understanding server analyzes the text data into user intention information;
and according to the user intention information, the flow control server controls the soft switch server to realize the related call service and controls the database server and the voice synthesis server to realize the related consultation service.
7. The method of claim 6, wherein the database server stores a database containing a number library and a knowledge library, the number library is used for providing corresponding numbers when the user looks up or forwards, and the knowledge library is used for providing knowledge answers when the user consults;
when the user needs to take the call forwarding, the flow control server associates the number of the person to be forwarded in the database server and controls the soft switch server to initiate the call to the person to be forwarded, so that the user and the person to be forwarded are connected;
when the user needs to consult, the process control server associates the knowledge answers in the database server and controls the voice synthesis server to synthesize voice data containing the knowledge answers according to a preset template, and the synthesized voice data is converted into voice data based on circuit switching signaling through the signaling gateway and is transmitted to the user telephone terminal through the program control switch.
8. The method of claim 7, wherein the number in the number library includes a flag for recording whether the user is important; if the number of the calling user is not in the number library, the calling user is identified as a strange user; if the number of the calling user is in the number library and the field of the mark is yes, the calling user is determined as an important user;
after a strange user or an important user is on line, the telephone operator seat is directly transferred, and the realization method comprises the following steps: when a strange user or an important user initiates a call, the program controlled switch, the signaling gateway and the first network switch are connected to the soft switch server to establish a first call connection, and the soft switch server establishes a second call through the first network switch, the signaling gateway, the program controlled switch, the manual switch and the second network switch to be connected to an operator seat, so that the function of switching to the operator seat is realized.
9. The method of claim 6, wherein the operator position is provided with a display interface for presenting the user's interactive process data;
when the intelligent service fails, the system automatically switches to a manual service mode, and the implementation method comprises the following steps:
the interactive process data of the user is transmitted to a service server through the first network switch and the second network switch under the control of the process control server;
the service server presents the interactive process data of the user on a display interface of the operator seat;
and the operator seat provides corresponding service according to the interaction process data of the user.
10. The method of claim 6, wherein the SPC switch connected to the signaling gateway in the SPC module preferentially establishes a connection with the soft switch server of the intelligent traffic module after monitoring the user call, and performs corresponding operations under the control of the process control server after being judged by the soft switch server; when the intelligent telephone traffic module is damaged, all user calls are directly transferred to the operator seat through the manual switch.
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