CN114554018A - Intelligent cloud call management center system - Google Patents
Intelligent cloud call management center system Download PDFInfo
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- CN114554018A CN114554018A CN202210177361.8A CN202210177361A CN114554018A CN 114554018 A CN114554018 A CN 114554018A CN 202210177361 A CN202210177361 A CN 202210177361A CN 114554018 A CN114554018 A CN 114554018A
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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
- H04M3/527—Centralised call answering arrangements not requiring operator intervention
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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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Abstract
The invention belongs to the field of call management, in particular to an intelligent cloud call management center system, aiming at the problems that the existing intelligent cloud call management center system is required to be provided with artificial customer service, has low intelligent degree and high labor cost and is not beneficial to popularization and use, the invention provides a scheme which comprises an enterprise service platform, wherein the enterprise service platform is provided with the intelligent cloud call management center system, the intelligent cloud call management center system is connected with a calling subsystem and a calling subsystem in a transmission way, the calling subsystem is connected with an extension module, a customer service robot, an answer content module and a question recording and answering module in a transmission way, the extension module is connected with a user in a call way, the customer service robot is connected with a cloud storage module in a transmission way, compared with the conventional intelligent cloud call management center system which needs artificial customer service, the whole call management center system is automatically completed, the intelligent degree is high, has saved the cost of labor, is worth extensively using widely.
Description
Technical Field
The invention relates to the technical field of call management, in particular to an intelligent cloud call management center system.
Background
The Call Center (english Call Center or Call Center) also called a customer service Center, and the early Call centers were some hotline phones and consultation phones, and trained operators answered specially to deal with various problems of the incoming customers such as consultation, complaint and suggestion, which were a telephone, a pen and a book, and so on.
The existing intelligent cloud call management center system is required to be provided with manual customer service, the intelligent degree is low, the labor cost is high, and popularization and use are not facilitated.
Disclosure of Invention
Based on the technical problems that an intelligent cloud call management center system needs to be provided with manual customer service, the intelligent degree is low, the labor cost is high, and popularization and use are not facilitated in the background technology, the invention provides the intelligent cloud call management center system.
The invention provides an intelligent cloud call management center system which comprises an enterprise service platform, wherein the enterprise service platform is provided with the intelligent cloud call management center system, the intelligent cloud call management center system is connected with a calling subsystem and a calling subsystem in a transmission mode, the calling subsystem is connected with an extension module, a customer service robot, an answer content module and a question recording and answering module in a transmission mode, the extension module is connected with a user in a call mode, the customer service robot is connected with a cloud storage module in a transmission mode, the cloud storage module is connected with an intelligent voice quality inspection module in a transmission mode, the intelligent voice quality inspection module comprises a voice quality inspection module and a voice recognition module, and the intelligent voice quality inspection module is connected with the question recording and answering module in a transmission mode.
Preferably, the enterprise service platform is connected with a public intelligent cloud in a transmission mode, the public intelligent cloud comprises a control center, a storage device, a soft switch and a media gateway, and the customer service robot and the user are connected with the public intelligent cloud in a transmission mode.
Preferably, the calling subsystem comprises a number updating module and a number storage module, and the calling subsystem is connected with a human-computer interaction unit in a transmission mode.
Preferably, transmission connection has recording processing module on the customer service robot, and recording processing module is including generating the recording and the transmission of recording, recording processing module and high in the clouds storage module transmission connection.
Preferably, the extension module comprises a plurality of extension management units, and the number of the extension management units is provided with a plurality of extension management units, and each extension management unit comprises a key 1 assembly, a key 2 assembly, a key 3 assembly and a key 0 assembly.
Preferably, the question recording reply module comprises a comparison reply module, the comparison reply module comprises a comparison database and a reply database, and the reply content module comprises a reply first storage unit, a reply second storage unit and a reply third storage unit.
Preferably, the intelligent voice quality inspection module comprises a voice quality inspection module and a voice recognition module, the voice quality inspection module comprises sensitive words, quality inspection proportion and quality inspection time periods, and the voice recognition module comprises a record-to-file, keyword screening and problem record transmission.
Preferably, the answer one storage unit, the answer two storage unit and the answer three storage unit are all fixed-line telephone, the question recording and answering module is provided with an updating module, and the answer one storage unit, the answer two storage unit and the answer three storage unit are all in transmission connection with the updating module.
Preferably, the key 1 assembly, the key 2 assembly, the key 3 assembly and the key 0 assembly are all provided with prompt assemblies, and the prompt assemblies are fixed telephone techniques.
The invention has the beneficial effects that: in the using process of the enterprise service platform and the intelligent cloud call management center system, a calling subsystem and a calling subsystem can synchronously run, before the calling subsystem works, a worker firstly leads a number to be called by the calling subsystem to a number updating module through a man-machine interaction unit, the number updating module can follow a new number storage module, the calling subsystem sequentially calls the number on the number storage module, an external user dials to an extension module in the using process of the calling subsystem, the extension module can distribute an independent extension management unit for the user, at the moment, a prompt component on the extension management unit is called to prompt the user to select to press a key 1, a key 2 and a key 3 according to the consultation problem, when one of the key 1, the key 2 and the key 3 is pressed, the extension module and the calling subsystem can carry out information interaction of the key 1, the key 2 or the key 3, the calling subsystem calls an answering content module, the key 1, the key 2 and the key 3 respectively correspond to fixed telephone techniques stored in a first storage unit, a second storage unit and a third storage unit, if the processing problems aimed at by the key 1, the key 2 and the key 3 can not meet the requirements of a user, a prompt component on the extension management unit can promote the user to press the key 0, the calling subsystem calls a customer service robot and prompts the user to speak the calling requirement, the customer service robot sends the spoken words spoken by the user into a recording processing module, records are generated and sent to a cloud storage module, the cloud storage module calls an intelligent voice quality inspection module, a voice quality inspection module on the intelligent voice quality inspection module analyzes and processes the records according to set sensitive words, the proportion among the sensitive words and the quality inspection time period, and the processing results are sent to a voice recognition module on the intelligent voice quality inspection module, the voice recognition module generates the recording into characters, screens the keywords, transmits the problem recording to the problem recording reply module, the comparison reply module on the problem recording reply module calls the comparison database for comparison, then transmits the corresponding reply in the reply database to the call-in subsystem, and the call-in subsystem calls the customer service robot to reply the user;
in order to solve the problem that the number called by the calling subsystem is inconvenient to update, the manual interaction unit can interact with the number updating module on the calling subsystem through the transmission connection relation between the human-computer interaction unit and the calling subsystem, so that the number on the number storage module can be updated, and the implementation is strong;
in order to solve the problems that an intelligent cloud call management center system needs to be provided with artificial customer service and the intelligent degree is low, voice recognition can be carried out according to the problems consulted by a user through the recording processing module, the cloud storage module, the intelligent voice quality inspection module and the problem recording response module, the response database on the problem recording response module is combined with the corresponding relation of the comparison database, the customer service robot is directly used for responding to the user, the artificial customer service does not need to be provided, and the intelligent degree is high.
Drawings
Fig. 1 is an access block diagram of an enterprise service platform of an intelligent cloud call management center system according to the present invention;
fig. 2 is a block diagram of a structure of an intelligent cloud call management center system of the intelligent cloud call management center system according to the present invention;
fig. 3 is a structural block diagram of a calling subsystem of an intelligent cloud call management center system according to the present invention;
fig. 4 is a structural block diagram of an incoming call subsystem of an intelligent cloud call management center system according to the present invention;
fig. 5 is a block diagram of a structure of an answer content module of an intelligent cloud call management center system according to the present invention.
Detailed Description
The present invention will be further illustrated with reference to the following specific examples.
Examples
Referring to fig. 1-5, in this embodiment, an intelligent cloud call management center system is provided, which includes an enterprise service platform, the enterprise service platform is used to carry the intelligent cloud call management center system, the enterprise service platform is provided with the intelligent cloud call management center system, the intelligent cloud call management center system can be set according to the characteristics of its own enterprise, and can improve efficiency, the enterprise service platform is connected with a public intelligent cloud in a transmission manner, and the public intelligent cloud includes a control center, a storage, a soft switch and a media gateway, the public intelligent cloud is provided with an API interface, when the enterprise service platform is used, the enterprise service platform only needs to be connected into the public intelligent cloud through the API interface, a customer service robot and a user are connected with the public intelligent cloud in a transmission manner, the customer service robot and the user both move through the public intelligent cloud for interaction, the intelligent cloud call management center system is connected with a calling subsystem and a calling subsystem in a transmission manner, the calling subsystem and the calling subsystem are respectively used as a calling management end and a calling management end, the calling subsystem and the calling subsystem can synchronously work without mutual interference, an extension module, a customer service robot, an answer content module and a question recording and answering module are connected to the calling subsystem in a transmission mode, the extension module is used for being connected with different users in a butt joint mode, the customer service robot is used for directly interacting with the users, the calling subsystem comprises a number updating module and a number storage module, the number storage module is used for storing called numbers, the number updating module and the number storage module are connected in a transmission mode, the number updating module can modify the numbers stored in the number storage module, a man-machine interaction unit is connected to the calling subsystem in a transmission mode, the man-machine interaction unit is used for directly interacting with the number updating module and sending the numbers to be called to the number updating module, the number of users is multiple, the extension module comprises a plurality of extension management units, the number of the extension management units is multiple, the extension management units are not interfered with each other and can simultaneously process incoming requests of the users, each extension management unit comprises a key 1 component, a key 2 component, a key 3 component and a key 0 component, when the user presses the key 1 component, the key 2 component, the key 3 component and the key 0, corresponding responses can be obtained on an incoming subsystem, the customer service robot is in transmission connection with a cloud storage module, the cloud storage module is in transmission connection with an intelligent voice quality inspection module, the intelligent voice quality inspection module is used for identifying, processing and transmitting voice of the users, time is normally interacted with human-computer, the intelligent voice quality inspection module comprises a voice quality inspection module and a voice identification module, and the intelligent voice quality inspection module is in transmission connection with the question recording reply module, and a fixed reply language is stored in the question recording reply module.
In this embodiment, the customer service robot is connected with the recording processing module in a transmission manner, the recording processing module generates a recording and transmits the recording, the recording processing module is used for generating a recording for a user speaking demand and then transmitting the recording, the recording processing module is connected with the cloud storage module in a transmission manner, the cloud storage module can receive the recording generated on the recording processing module, the question recording response module comprises a comparison response module, the comparison response module comprises a comparison database and a response database, the comparison database is a user standing angle and integrates questions that the user may encounter in the using process, and stores the questions in the comparison database, the response database makes correct answer contents according to the questions in the comparison database, the data in the comparison database and the data in the response database are in one-to-one correspondence, and the response content module comprises a response storage unit, The intelligent voice quality inspection module comprises a voice quality inspection module and a voice recognition module, the voice quality inspection module is used for accurately analyzing the generated voice record and comprises a set sensitive word, a set quality inspection proportion and a set quality inspection time period, the voice recognition module comprises a voice conversion file, a keyword screening and a question recording transmission, so that the voice of the user can be accurately recognized, the answer one storage unit, the answer two storage unit and the answer three storage unit are all fixed telephones, the answer one storage unit, the answer two storage unit and the answer three storage unit store the answer content, and the question answering module is provided with an updating module, the updating module is used for modifying the contents of the first answer storage unit, the second answer storage unit and the third answer storage unit on the question recording and answering module according to the actual state, the first answer storage unit, the second answer storage unit and the third answer storage unit are all in transmission connection with the updating module, the key 1 assembly, the key 2 assembly, the key 3 assembly and the key 0 assembly are all provided with prompting assemblies, the prompting assemblies are used for prompting a user of a problem needing to be solved after the user presses the key 1 assembly, the key 2 assembly, the key 3 assembly and the key 0, and the prompting assemblies are fixed dialects.
In the embodiment, when the enterprise service platform and the intelligent cloud call management center system are used, a calling subsystem and a calling subsystem can run synchronously, before the calling subsystem works, a worker firstly leads a number to be called of the calling subsystem to a number updating module through a man-machine interaction unit, the number updating module can follow a new number storage module, the calling subsystem calls in sequence according to the number on the number storage module, an external user dials to an extension module in the using process of the calling subsystem, the extension module can distribute an independent extension management unit for the user, at the moment, a prompt component on the extension management unit is called to prompt the user to select to press a key 1, a key 2 and a key 3 according to the consultation problem, when one of the key 1, the key 2 and the key 3 is pressed, the extension module and the calling subsystem can perform information interaction of pressing the key 1, the key 2 or the key 3, the calling subsystem calls an answering content module, the key 1, the key 2 and the key 3 respectively correspond to fixed telephone techniques stored in a first storage unit, a second storage unit and a third storage unit, if the processing problems aimed at by the key 1, the key 2 and the key 3 can not meet the requirements of a user, a prompt component on the extension management unit can promote the user to press the key 0, the calling subsystem calls a customer service robot and prompts the user to speak the calling requirement, the customer service robot sends the spoken words spoken by the user into a recording processing module, records are generated and sent to a cloud storage module, the cloud storage module calls an intelligent voice quality inspection module, a voice quality inspection module on the intelligent voice quality inspection module analyzes and processes the records according to set sensitive words, the proportion among the sensitive words and the quality inspection time period, and the processing results are sent to a voice recognition module on the intelligent voice quality inspection module, the voice recognition module can generate the voice record into characters and screen the keywords, the question voice record is transmitted to the question voice record answering module, the comparison answering module on the question voice record answering module can call the comparison database to perform comparison, corresponding answers in the answer database are transmitted to the call-in subsystem, the call-in subsystem calls the customer service robot to answer the user, compared with a conventional intelligent cloud call management center system needing manual customer service, the whole call management center system is automatically completed, the intelligent degree is high, the labor cost is saved, and the system is worthy of wide popularization and use.
The above description is only for the preferred embodiment of the present invention, but the scope of the present invention is not limited thereto, and any person skilled in the art should be considered to be within the technical scope of the present invention, and the technical solutions and the inventive concepts thereof according to the present invention should be equivalent or changed within the scope of the present invention.
Claims (9)
1. The utility model provides an intelligence cloud call management center system, includes enterprise's business platform, be equipped with intelligence cloud call management center system on the business platform of enterprise, its characterized in that, transmission connection has outgoing call subsystem and incoming call subsystem in the intelligence cloud call management center system, and transmission connection has extension module, customer service robot, answer content module and question recording answer module on the incoming call subsystem, the last call connection of extension module has the user, the last transmission connection of customer service robot has high in the clouds storage module, and the transmission is connected with intelligent pronunciation quality testing module on the high in the clouds storage module, intelligence pronunciation quality testing module includes pronunciation quality testing module and speech recognition module, and intelligence pronunciation quality testing module and question recording answer module transmission connection.
2. The intelligent cloud call management center system according to claim 1, wherein a public intelligent cloud is connected to the enterprise service platform in a transmission manner, the public intelligent cloud includes a control center, a storage, a soft switch and a media gateway, and the customer service robot and the user are connected to the public intelligent cloud in a transmission manner.
3. The intelligent cloud call management center system according to claim 2, wherein the calling subsystem comprises a number updating module and a number storage module, and the calling subsystem is connected with a human-computer interaction unit in a transmission manner.
4. The intelligent cloud call management center system according to claim 3, wherein a recording processing module is connected to the customer service robot in a transmission manner, the recording processing module includes a generated recording and a recording transmission, and the recording processing module is connected to the cloud storage module in a transmission manner.
5. The intelligent cloud call management center system according to claim 4, wherein the extension modules comprise a plurality of extension management units, and each of the plurality of extension management units comprises a key 1 component, a key 2 component, a key 3 component and a key 0 component.
6. The intelligent cloud call management center system according to claim 5, wherein the question recording and answering module comprises an answering comparison module, the answering comparison module comprises an answering comparison database and an answering response database, and the answering content module comprises an answering first storage unit, an answering second storage unit and an answering third storage unit.
7. The intelligent cloud call management center system according to claim 6, wherein the intelligent voice quality inspection module comprises a voice quality inspection module and a voice recognition module, the voice quality inspection module comprises sensitive words setting, quality inspection proportion setting and quality inspection time period setting, and the voice recognition module comprises voice recording to file, keyword screening and question voice recording transmission.
8. The intelligent cloud call management center system according to claim 7, wherein the answer one storage unit, the answer two storage unit and the answer three storage unit are all fixed telephones, the question recording and answering module is provided with an updating module, and the answer one storage unit, the answer two storage unit and the answer three storage unit are all in transmission connection with the updating module.
9. The intelligent cloud call management center system of claim 8, wherein the button 1 component, the button 2 component, the button 3 component and the button 0 component are all provided with a prompt component, and the prompt component is a fixed telephone technique.
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| CN117956082B (en) * | 2024-03-27 | 2024-06-07 | 福建博士通信息股份有限公司 | Electric marketing method combined with AI voice |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN117956082B (en) * | 2024-03-27 | 2024-06-07 | 福建博士通信息股份有限公司 | Electric marketing method combined with AI voice |
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Application publication date: 20220527 |