CN115883766A - Method, device and system for realizing 5G video interactive response of call center - Google Patents
Method, device and system for realizing 5G video interactive response of call center Download PDFInfo
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- 230000002452 interceptive effect Effects 0.000 title claims abstract description 59
- 230000004044 response Effects 0.000 title claims abstract description 59
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- 230000002194 synthesizing effect Effects 0.000 claims description 18
- 230000015572 biosynthetic process Effects 0.000 claims description 17
- 238000003786 synthesis reaction Methods 0.000 claims description 17
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Abstract
The embodiment of the invention discloses a method, a device and a system for realizing 5G video interactive response of a call center, wherein a video background image is preset, a dynamic video image and dynamic voice are synthesized based on the video background image in a call session, then audio and video data are synthesized, when a client sends a video call request through a client 5G terminal, corresponding media resources are called to establish a call with the client 5G terminal, the synthesized audio and video data are sent to the client 5G terminal to interact with the client, each node prompts the client to operate through the client 5G terminal during the period, an operation instruction of the client is obtained, and then the next corresponding audio and video data are obtained according to the operation instruction to interact with the client.
Description
Technical Field
The invention relates to the technical field of 5G communication, in particular to a method, a device and a system for realizing 5G video interactive response of a call center.
Background
With the rapid development of the 5G network, the video call capability of the mobile terminal is continuously enhanced and stabilized, and the 5G video call has a very wide application scene in the future. However, at present, the traditional call center is mainly based on voice interaction, and IVR (interactive voice response) provides a series of functions such as service function navigation, service consultation and service handling based on voice interaction, but the operation is often inconvenient and the efficiency is low.
Disclosure of Invention
Aiming at the defects, the embodiment of the invention discloses a method, a device and a system for realizing 5G video interactive response of a call center, which can carry out stable video call, help customers understand service problems more clearly and better carry out interaction.
The first aspect of the embodiment of the invention discloses a method for realizing 5G video interactive response of a call center, which comprises the following steps:
in response to a video call request from a client 5G terminal, invoking a media resource to match the video call request;
returning response conversation quality to the client 5G terminal to establish conversation with the client 5G terminal;
the method comprises the steps of obtaining a pre-stored video background image, generating a dynamic video based on the video background image, generating a dynamic voice, synthesizing the dynamic video and the dynamic voice into audio and video data, and sending the audio and video data to a client 5G terminal for playing so as to obtain an operation instruction sent by the client 5G terminal;
and acquiring corresponding new dynamic video images and dynamic voices according to the operation instructions, synthesizing the new dynamic video images and the new dynamic voices into new audio and video data, and sending the new audio and video data to the client 5G terminal for playing so as to receive the new operation instructions sent by the client 5G terminal until the call is finished.
As an optional implementation manner, in the first aspect of the embodiment of the present invention, before the invoking the media resource to match the video call request, the method further includes:
acquiring a calling number and a called number according to a video call request, and judging whether the request type of the video call request is an IVVR type or not based on the calling number and the called number;
the media resource is invoked when the request type of the video call request is IVVR type.
As an optional implementation manner, in the first aspect of the embodiment of the present invention, the media resource includes an audio and video coding resource, an audio and video decoding resource, a key transceiving resource, and an RTP/RTCP streaming transceiving resource.
As an optional implementation manner, in the first aspect of the embodiment of the present invention, the method further includes:
configuring an interactive process definition file in advance, wherein the interactive process definition file comprises an XML file and a JSON file; the XML file is used for defining an interaction process, and the JSON file is used for defining an audio and video template;
and after establishing a call with the client 5G terminal, calling the XML file to start a call service process, and calling the JSON file to acquire a pre-recorded dynamic video image and dynamic voice.
As an optional implementation manner, in the first aspect of the embodiment of the present invention, before responding to the video call request from the client 5G terminal, the method further includes:
receiving and responding to a call request instruction from a client 5G terminal, and sending an operation prompt to the client 5G terminal;
when instructed manually from the client 5G terminal, the visual service selection button is sent to the client 5G terminal.
As an optional implementation manner, in the first aspect of the embodiment of the present invention, after responding to the video call request from the client 5G terminal, the method further includes:
receiving and responding to a service item selection instruction sent by a client 5G terminal;
and authenticating the identity of the client through the client 5G terminal.
The second aspect of the embodiment of the invention discloses a call center 5G video interactive response implementation system, which comprises a material management module, a call control module, an interactive audio and video response control module, a dynamic image synthesis module, a dynamic voice synthesis module and a media service module, wherein the material management module is used for configuring an interactive process definition file in advance, and the interactive process definition file comprises an XML file and a JSON file; the call control module is used for communicating with a user 5G terminal through an operator, performing call access and control on the user 5G terminal, and establishing a call with the client 5G terminal based on a video call request from the client 5G terminal; the interactive audio and video response control module is used for loading an interactive process definition file; the dynamic image synthesis module is used for generating a dynamic video by adopting a preset video background image according to the JSON file, and the dynamic voice synthesis module is used for synthesizing a dynamic voice according to the text content; the media service module is used for synthesizing the dynamic video and the dynamic voice into audio and video data, and sending the audio and video data to the client 5G terminal for playing so as to obtain an operation instruction sent by the client 5G terminal.
The third aspect of the embodiments of the present invention discloses a device for implementing 5G video interactive response in a call center, including:
the call response module: for invoking a media resource to match a video call request from a client 5G terminal in response to the video call request;
a conversation establishing module: the system is used for returning response conversation quality to the client 5G terminal so as to establish conversation with the client 5G terminal;
a data synthesis module: the system comprises a client 5G terminal and a client 5G terminal, wherein the client 5G terminal is used for acquiring a pre-stored video background image, generating a dynamic video based on the video background image, generating a dynamic voice, synthesizing the dynamic video and the dynamic voice into audio and video data, and sending the audio and video data to the client 5G terminal for playing so as to acquire an operation instruction sent by the client 5G terminal;
a call interaction module: and the audio/video processing module is used for acquiring corresponding new dynamic video images and dynamic voices according to the operation instructions, synthesizing the new audio/video data into new audio/video data, sending the new audio/video data to the client 5G terminal for playing so as to receive the new operation instructions sent by the client 5G terminal until the call is finished.
A fourth aspect of an embodiment of the present invention discloses an electronic device, including: a memory storing executable program code; a processor coupled with the memory; the processor calls the executable program code stored in the memory to execute the call center 5G video interactive response implementation method disclosed in the first aspect of the embodiment of the present invention.
A fourth aspect of the embodiments of the present invention discloses a computer-readable storage medium, which stores a computer program, where the computer program enables a computer to execute the method for implementing a 5G video interactive response in a call center disclosed in the first aspect of the embodiments of the present invention.
Compared with the prior art, the embodiment of the invention has the following beneficial effects:
in the embodiment of the invention, the video background image is preset, the dynamic video image and the dynamic voice are synthesized based on the video background image in a call session, then the audio and video data are synthesized, when a client sends a video call request through the client 5G terminal, corresponding media resources are called, the call is established with the client 5G terminal, the synthesized audio and video data are sent to the client 5G terminal to interact with the client, each node prompts the client to operate through the client 5G terminal and obtains an operation instruction of the client, and then the next corresponding audio and video data are obtained according to the operation instruction to interact with the client.
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 embodiments will be briefly described 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 that other drawings can be obtained according to these drawings without creative efforts.
Fig. 1 is a schematic flowchart of a method for implementing a 5G video interactive response in a call center according to an embodiment of the present invention;
FIG. 2 is a schematic flow chart of another method for implementing a 5G video interactive response in a call center according to an embodiment of the present invention;
fig. 3 is a schematic block diagram of a call center 5G video interactive response implementation system according to an embodiment of the present invention;
fig. 4 is a schematic structural diagram of a call center 5G video interactive response implementation apparatus according to an embodiment of the present invention;
fig. 5 is a schematic structural diagram of an electronic device according to an embodiment of the present invention.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the 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 given herein without making any creative effort, shall fall within the protection scope of the present invention.
It should be noted that the terms "first", "second", "third", "fourth", and the like in the description and the claims of the present invention are used for distinguishing different objects, and are not used for describing a specific order. The terms "comprises," "comprising," and any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, system, article, or apparatus that comprises a list of steps or elements is not necessarily limited to those steps or elements expressly listed, but may include other steps or elements not expressly listed or inherent to such process, method, article, or apparatus.
The embodiment of the invention discloses a method, a device, a system, electronic equipment and a storage medium for realizing 5G video interactive response of a call center, wherein a video background image is preset, a dynamic video image and dynamic voice are synthesized based on the video background image in a call session, then audio and video data are synthesized, when a client sends a video call request through a client 5G terminal, corresponding media resources are called, the call is established with the client 5G terminal, the synthesized audio and video data are sent to the client 5G terminal to be interacted with the client, each node prompts the client to operate through the client 5G terminal and obtains an operation instruction of the client, and then the next corresponding audio and video data are obtained according to the operation instruction to be interacted with the client.
Example one
Referring to fig. 1, fig. 1 is a schematic flow chart of a method for implementing a 5G video interactive response in a call center according to an embodiment of the present invention. The execution main body of the method described in the embodiment of the present invention is an execution main body composed of software or/and hardware, and the execution main body may receive related information in a wired or/and wireless manner and may send a certain instruction. Of course, it may also have certain processing and storage functions. The execution subject may control a plurality of devices, for example, a remote physical server or a cloud server and related software, or may be a local host or a server and related software for performing related operations on a device installed somewhere. In some scenarios, multiple storage devices may also be controlled, which may be co-located with the device or located in a different location. As shown in fig. 1, the method for implementing video interactive response of call center 5G includes the following steps:
101. in response to a video call request from a client 5G terminal, media resources are invoked to match the video call request.
In the embodiment, an administrator firstly configures an IVVR (interactive voice and video response) process through a configuration management module, and a client can initiate a call request through a client 5G terminal. The client 5G terminal is an intelligent terminal with a 5G call function, such as a 5G mobile phone. The embodiment can be applied to a specific application program, the user opens the application program, the login account is subjected to login authentication, and after the authentication is passed, a video call request can be initiated.
In the embodiment, the media resources comprise audio and video coding resources, audio and video decoding resources, key transceiving resources and RTP/RTCP stream transceiving resources. RTCP and RTCP are both one implementation transport protocol.
102. And returning the response call quality to the client 5G terminal so as to establish a call with the client 5G terminal.
After receiving the video call request, starting an interactive process, allocating media resources, responding to the client 5G terminal, and establishing a conversation with the client 5G terminal, namely establishing an audio/video media stream.
103. The method comprises the steps of obtaining a pre-stored video background image, generating a dynamic video based on the video background image, generating a dynamic voice, synthesizing the dynamic video and the dynamic voice into audio and video data, and sending the audio and video data to a client 5G terminal for playing so as to obtain an operation instruction sent by the client 5G terminal.
The video background image of the embodiment is extracted, set and stored, the dynamic video and the dynamic voice are processed and synthesized in real time in the call process, an administrator configures an XML file and a JSON file in advance, and the synthesis of the dynamic video image and the dynamic voice is started according to the XML file and the JSON file.
104. And acquiring a corresponding new dynamic video and dynamic voice according to the operation instruction, synthesizing the new video and audio data into new audio and video data, and sending the new audio and video data to the client 5G terminal for playing so as to receive the new operation instruction sent by the client 5G terminal until the call is finished.
Example two
Fig. 2 is a schematic flowchart of another method for implementing a 5G video interactive response in a call center, disclosed in an embodiment of the present invention, and referring to fig. 2, the method for implementing a 5G video interactive response in a call center includes:
201. configuring an interactive process definition file in advance, wherein the interactive process definition file comprises an XML file and a JSON file; the XML file is used for defining an interaction process, and the JSON file is used for defining an audio and video template.
The interactive process definition file is configured on an interface of a configuration management module in advance by an administrator, and the XML file and the JSON file are analyzed in the IVVR module to form memory structured data storage.
202. And receiving and responding to a call request instruction from the client 5G terminal, and sending an operation prompt to the client 5G terminal.
When a user initiates a call request instruction through the client 5G terminal, there may be a triggering interaction, and there are many ways of interacting, video is one of them, and it may also be voice interaction, text interaction, etc. Therefore, when receiving the call request instruction, the operation prompt is sent to the client, and the client can further select which way to interact according to the operation prompt.
203. When instructed manually from the client 5G terminal, the visual service selection button is sent to the client 5G terminal.
When the customer selects the interaction mode of manual instruction through the customer 5G terminal, the manual instruction interaction also comprises manual video, manual voice and the like, at the moment, the user can be further prompted to have an option of visual service, and the customer can select to accept or reject the option.
204. And responding to a video call request from the client 5G terminal, receiving and responding to a service item selection instruction sent by the client 5G terminal, and authenticating the identity of the client through the client 5G terminal. The identity authentication can be performed on the face of the client by face recognition and the like, and the next operation is performed under the condition that the identity authentication is in accordance.
205. After the identity authentication is passed, calling media resources to match the video call request;
206. and returning the response call quality to the client 5G terminal so as to establish a call with the client 5G terminal.
207. The method comprises the steps of obtaining a pre-stored video background image, generating a dynamic video based on the video background image, generating a dynamic voice, synthesizing the dynamic video and the dynamic voice into audio and video data, and sending the audio and video data to a client 5G terminal for playing so as to obtain an operation instruction sent by the client 5G terminal.
208. And acquiring a corresponding new dynamic video and dynamic voice according to the operation instruction, synthesizing the new video and audio data into new audio and video data, and sending the new audio and video data to the client 5G terminal for playing so as to receive the new operation instruction sent by the client 5G terminal until the call is finished.
An example of an XML file in an embodiment is as follows:
< 
xml version="1.0" encoding="utf-8"/>
>
<ivr enable="true" asrEngine="any" bargeIn="true" asrModel="piaoshui">
<basePath>1/2/</basePath>
<language enable="true" default="L7A2AD6F6C68688272618"/>
<L7A2AD6F6C68688272618 start="Menu_zhucaidan">
<Keys>
< Key name = "determine" > how | Ene | is | s | good | may | line o | good | understand | know | line | go | no error | ok | have | good | be | is | to say | go bar | clear | understand | solve | make up | I understand | without problem | agree | pair | know | correct | determine </Key >
< Key name = "negative" > do not do | not go without interest | not go yet | or not go | may not be i none, | don't useful | not can | no | unclear | non |. Not knowing | not understanding | not solving | not determining | not solving |. If | is not good | not agrees | is incorrect | not used | is not required | is not </Key >
< Key name = "regong" > changes manual | artificial service | artificial customer service | artificial channel | artificial | change agent | change artificial agent </Key >
< Key name = "balance" > Bill | Lefen Yi </Key >
< Key name = "points" > integral </Key >
< Key name = "pre" > Return | Upper | Home | Upper | Return | Home | Start </Key >
</Keys>
<Menu_media_type enable="true">
<Action name="isVideoCall">
<case_succ next_elem="Menu_face_start" describe=""/>
<case_fail next_elem="Menu_zhucaidan" describe=""/>
</Action>
</Menu_media_type>
<Menu_zhucaidan enable="true">
< Action name = "playTTV" ttvid = "1010" times = "1" keys = "12" txt = "my row brand-new push-out visual service, as per 1 experience, as per 2 go into voice service. "asr =" false "ruleId =" ">")
<case_1 next_elem="Menu_open_video" describe=""/>
<case_playEnd next_elem="" describe=""/>
<case_timeout score="0" next_elem="Menu_zhucaidan"/>
</Action>
</Menu_zhucaidan>
<Menu_transfer enable="true">
<Action name="transferCall" called="66661" data="AGENT|||[CallTime]|12||0||||[CallId]|0574#99#|9||[Caller]|||||||3||||||||||||||95574||||16|">
<case_succ next_elem="" describe=""/>
<case_fail next_elem="Menu_zhucaidan" describe=""/>
</Action>
</Menu_transfer>
<Menu_open_video enable="true">
< Action name = "playTTS" times = "3" keys = "# txt =" please click the button below the cell phone screen to start the video function, and it is inconvenient to start the button pressing # "asr =" false "rule id =" > "to start
<case_10 next_elem="Menu_robot_1" describe=""/>
<case_11 next_elem="Menu_transfer" describe=""/>
<case_timeout score="0" next_elem="Menu_open_video"/>
</Action>
</Menu_open_video>
<Menu_robot_1 enable="true">
< Action name = "robot" times = "3" ttvid = "0" keys = "waitprompt =" please note etc. "BreakKey =" you want to inquire repayment information of direct loan, white-collar expert or other loans "asr =" true "bargeIn =" true "waitUserSay say ="10 ">)
<case_fail next_elem="" describe=""/>
<case_break next_elem="Menu_face_start" describe=""/>
</Action>
</Menu_robot_1>
<Menu_face_start enable="true">
In < Action name = "playTTV" times = "3" ttvid = "101" keys = "txt =" authentication, please look right at the front of the screen. "asr =" false "ruleId =" > ", and
<case_playEnd next_elem="Menu_face_ok" describe=""/>
</Action>
</Menu_face_start>
<Menu_face_ok enable="true">
< Action name = "playTTV" times = "3" ttvid = "101" keys = "txt =" verify pass, you can continue consultation. "asr =" false "ruleId =" > ", and
<case_playEnd next_elem="Menu_robot_2" describe=""/>
</Action>
</Menu_face_ok>
<Menu_robot_2 enable="true">
< Action name = "robot" times = "3" ttvid = "0" keys = "" waitprompt = "please just so on. "clearkey =" whether you want to consult direct lending, white-collar expert, or other lending wordings "asr =" true "bargeIn =" true "waitUserSay ="10 ">)
<case_fail next_elem="" describe=""/>
<case_break next_elem="Menu_guid" describe=""/>
</Action>
</Menu_robot_2>
<Menu_guid enable="true">
< Action name = "playTTV" times = "3" ttvid = "0" keys = "" txt = "thank you, see" asr = "false" ruleId = ">")
<case_playEnd next_elem="" describe=""/>
</Action>
</Menu_guid>
</L7A2AD6F6C68688272618>
</ivr>
EXAMPLE III
Referring to fig. 3, fig. 3 is a schematic diagram of a module structure of a call center 5G video interactive response implementation system disclosed in the embodiment of the present invention, referring to fig. 3, the call center 5G video interactive response implementation system includes a material management module 301, a call control module 302, an interactive audio/video response control module 303, a dynamic image synthesis module 304, a dynamic speech synthesis module 305, and a media service module 306, where the material management module 301 is configured to configure an interactive flow definition file in advance, and the interactive flow definition file includes an XML file and a JSON file; the call control module 302 is configured to communicate with a user 5G terminal through an operator, perform call access and control on the user 5G terminal, and establish a call with the client 5G terminal based on a video call request from the client 5G terminal; the interactive audio and video response control module 303 is configured to load an interactive process definition file; the dynamic image synthesis module 304 is configured to generate a dynamic video by using a preset video background image according to the JSON file, and the dynamic speech synthesis module 305 is configured to synthesize a dynamic speech according to text content; the media service module 306 is configured to synthesize the dynamic video and the dynamic voice into audio and video data, and send the audio and video data to the client 5G terminal for playing to obtain an operation instruction sent by the client 5G terminal.
Referring to fig. 4, fig. 4 is a schematic structural diagram of a call center 5G video interactive response implementation apparatus according to an embodiment of the present invention. As shown in fig. 4, the call center 5G video interactive response implementing apparatus may include: a call response module 401, a call establishment module 402, a data synthesis module 403 and a call interaction module 404. The call response module 401: for invoking a media resource to match a video call request from a client 5G terminal in response to the video call request; the call establishment module 402: the system is used for returning response conversation quality to the client 5G terminal so as to establish conversation with the client 5G terminal; the data synthesis module 403: the system comprises a client 5G terminal and a client 5G terminal, wherein the client 5G terminal is used for acquiring a pre-stored video background image, generating a dynamic video based on the video background image, generating a dynamic voice, synthesizing the dynamic video and the dynamic voice into audio and video data, and sending the audio and video data to the client 5G terminal for playing so as to acquire an operation instruction sent by the client 5G terminal; the call interaction module 404: and the audio/video processing module is used for acquiring corresponding new dynamic video and dynamic voice according to the operation instruction, synthesizing the new audio/video data into new audio/video data, sending the new audio/video data to the client 5G terminal for playing so as to receive the new operation instruction sent by the client 5G terminal until the call is finished.
EXAMPLE five
Referring to fig. 5, fig. 5 is a schematic structural diagram of an electronic device according to an embodiment of the disclosure. The electronic device may be a computer, a server, or the like, and may also be an intelligent device such as a mobile phone, a tablet computer, a monitoring terminal, or the like, and an image acquisition device having a processing function. As shown in fig. 5, the electronic device may include:
a memory 501 in which executable program code is stored;
a processor 502 coupled to the memory 501;
the processor 502 calls the executable program code stored in the memory 501 to execute some or all of the steps in the method for implementing interactive video response in the call center 5G in the first embodiment.
The embodiment of the invention discloses a computer-readable storage medium which stores a computer program, wherein the computer program enables a computer to execute part or all of the steps in the call center 5G video interactive response implementation method in the first embodiment.
The embodiment of the invention also discloses a computer program product, wherein when the computer program product runs on a computer, the computer is enabled to execute part or all of the steps in the call center 5G video interactive response implementation method in the first embodiment.
The embodiment of the invention also discloses an application publishing platform, wherein the application publishing platform is used for publishing the computer program product, and when the computer program product runs on a computer, the computer is enabled to execute part or all of the steps in the call center 5G video interactive response implementation method in the first embodiment.
In various embodiments of the present invention, it should be understood that the sequence numbers of the processes do not mean the execution sequence necessarily in order, and the execution sequence of each process should be determined by its function and inherent logic, and should not constitute any limitation on the implementation process of the embodiments of the present invention.
The units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment.
In addition, functional units in the embodiments of the present invention may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit. The integrated unit can be realized in a form of hardware, and can also be realized in a form of a software functional unit.
The integrated unit, if implemented as a software functional unit and sold or used as a stand-alone product, may be stored in a computer accessible memory. Based on such understanding, the technical solution of the present invention, which is essential or contributes to the prior art, or all or part of the technical solution, may be embodied in the form of a software product, which is stored in a memory and includes several requests for causing a computer device (which may be a personal computer, a server, or a network device, etc., and may specifically be a processor in the computer device) to execute part or all of the steps of the method according to the embodiments of the present invention.
In the embodiments provided herein, it should be understood that "B corresponding to a" means that B is associated with a from which B can be determined. It should also be understood, however, that determining B from a does not mean determining B from a alone, but may also be determined from a and/or other information.
Those of ordinary skill in the art will appreciate that some or all of the steps of the methods of the embodiments may be implemented by associated hardware instructed by a program, which may be stored in a computer-readable storage medium, including Read-Only Memory (ROM), random Access Memory (RAM), programmable Read-Only Memory (PROM), erasable Programmable Read-Only Memory (EPROM), one-time Programmable Read-Only Memory (OTPROM), electrically Erasable Programmable Read-Only Memory (EEPROM), compact Disc Read-Only (CD-ROM) or other Memory capable of storing data, magnetic tape, or any other medium capable of carrying computer data.
The method, the device, the electronic device and the storage medium for implementing the 5G video interactive response disclosed by the embodiment of the invention are described in detail, specific examples are applied in the description to explain the principle and the implementation mode of the invention, and the description of the embodiment is only used for helping to understand the method and the core idea of the invention; meanwhile, for a person skilled in the art, according to the idea of the present invention, there may be variations in the specific embodiments and the application scope, and in summary, the content of the present specification should not be construed as a limitation to the present invention.
Claims (10)
1. A method for realizing 5G video interactive response of a call center is characterized by comprising the following steps:
in response to a video call request from a client 5G terminal, invoking a media resource to match the video call request;
returning response conversation quality to the client 5G terminal to establish conversation with the client 5G terminal;
the method comprises the steps of obtaining a pre-stored video background image, generating a dynamic video based on the video background image, generating a dynamic voice, synthesizing the dynamic video and the dynamic voice into audio and video data, and sending the audio and video data to a client 5G terminal for playing so as to obtain an operation instruction sent by the client 5G terminal;
and acquiring a corresponding new dynamic video and dynamic voice according to the operation instruction, synthesizing the new video and audio data into new audio and video data, and sending the new audio and video data to the client 5G terminal for playing so as to receive the new operation instruction sent by the client 5G terminal until the call is finished.
2. The method of claim 1, wherein prior to invoking media assets to match the video call request, further comprising:
acquiring a calling number and a called number according to a video call request, and judging whether the request type of the video call request is an IVVR type or not based on the calling number and the called number;
the media resource is invoked when the request type of the video call request is IVVR type.
3. The method of claim 1, wherein the media resources include audio/video coding resources, audio/video decoding resources, key transceiving resources, and RTP/RTCP streaming transceiving resources.
4. The method of claim 1, further comprising:
configuring an interactive process definition file in advance, wherein the interactive process definition file comprises an XML file and a JSON file; the XML file is used for defining an interaction process, and the JSON file is used for defining an audio and video template;
and after establishing a call with the client 5G terminal, calling the XML file to start a call service flow, and calling the JSON file to acquire a pre-recorded dynamic video image and dynamic voice.
5. The method of claim 1, wherein prior to responding to a video call request from a client 5G terminal, further comprising:
receiving and responding to a call request instruction from a client 5G terminal, and sending an operation prompt to the client 5G terminal;
the visual service selection button is sent to the client 5G terminal when instructed manually from the client 5G terminal.
6. The method of claim 5G video interactive response implementation of a call center 5G, after responding to a video call request from a client 5G terminal, further comprising:
receiving and responding to a service item selection instruction sent by a client 5G terminal;
and authenticating the identity of the client through the client 5G terminal.
7. A call center 5G video interactive response implementation system is characterized by comprising a material management module, a call control module, an interactive audio and video response control module, a dynamic image synthesis module, a dynamic voice synthesis module and a media service module, wherein the material management module is used for configuring an interactive process definition file in advance, and the interactive process definition file comprises an XML file and a JSON file; the call control module is used for communicating with the 5G terminal of the user through an operator, carrying out call access and control on the 5G terminal of the user, and establishing a conversation with the 5G terminal of the client based on a video call request from the 5G terminal of the client; the interactive audio and video response control module is used for loading an interactive process definition file; the dynamic image synthesis module is used for generating a dynamic video by adopting a preset video background image according to the JSON file, and the dynamic voice synthesis module is used for synthesizing a dynamic voice according to the text content; the media service module is used for synthesizing the dynamic video and the dynamic voice into audio and video data, and sending the audio and video data to the client 5G terminal for playing so as to obtain an operation instruction sent by the client 5G terminal.
8. A call center 5G video interactive response implementation device is characterized by comprising:
the call response module: for invoking a media resource to match a video call request from a client 5G terminal in response to the video call request;
a call establishment module: the system is used for returning response conversation quality to the client 5G terminal so as to establish conversation with the client 5G terminal;
a data synthesis module: the system comprises a client 5G terminal and a client 5G terminal, wherein the client 5G terminal is used for acquiring a pre-stored video background image, generating a dynamic video based on the video background image, generating a dynamic voice, synthesizing the dynamic video and the dynamic voice into audio and video data, and sending the audio and video data to the client 5G terminal for playing so as to acquire an operation instruction sent by the client 5G terminal;
a call interaction module: and the audio/video processing module is used for acquiring corresponding new dynamic video and dynamic voice according to the operation instruction, synthesizing the new audio/video data into new audio/video data, sending the new audio/video data to the client 5G terminal for playing so as to receive the new operation instruction sent by the client 5G terminal until the call is finished.
9. An electronic device, comprising: a memory storing executable program code; a processor coupled with the memory; the processor calls the executable program code stored in the memory for executing the call center 5G video interactive response implementing method of any one of claims 1 to 6.
10. A computer-readable storage medium storing a computer program, wherein the computer program causes a computer to execute the call center 5G video interactive response implementation method of any one of claims 1 to 6.
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