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Operating system and operation method of artificial agent in call center

A technology for artificial seats and call centers, applied in transmission systems, digital transmission systems, data exchange networks, etc., can solve the problems of low availability and stability of call centers, and achieve the effect of improving availability and stability

Active Publication Date: 2021-12-17
携程旅游信息技术(上海)有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] The technical problem to be solved by the present invention is to provide an operating system and operation method for artificial seats in a call center in order to overcome the defects of low usability and stability of the call center in the prior art

Method used

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  • Operating system and operation method of artificial agent in call center
  • Operating system and operation method of artificial agent in call center
  • Operating system and operation method of artificial agent in call center

Examples

Experimental program
Comparison scheme
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Embodiment 1

[0058] This embodiment provides an operating system for an artificial seat in a call center, figure 1 A schematic diagram of the modules of this embodiment is shown. refer to figure 1 , the operating system of this embodiment includes: an agent server 1, a message queue middleware 2, a call server 3, and a storage server 4, at least one of which can adopt a cluster architecture to realize disaster recovery of a call center and improve call center security. safety. Further, the above-mentioned cluster architecture may adopt a remote architecture, or a remote active-active architecture, and the like.

[0059] Specifically, in this embodiment, the agent server 1 is used to provide an operation interface for the artificial agent, and the artificial agent can perform operations such as login and call on the operation interface, wherein the call operation can include incoming call, outgoing call, and transfer , tripartite meetings, etc.

[0060] In this embodiment, when the manual...

Embodiment 2

[0073] This embodiment provides an operation method for an artificial agent in a call center, wherein the operation method is realized by using the operating system provided in Embodiment 1, figure 2 A flowchart of this embodiment is shown. refer to figure 2 , the operation method of this embodiment includes:

[0074] S1. The message queue middleware creates a message queue uniquely corresponding to the artificial agent.

[0075] Specifically, in this embodiment, when an artificial agent successfully accesses the call center, a message queue uniquely corresponding to it is created according to its login data, image 3 A flowchart of step S1 is shown. refer to image 3 , step S1 includes:

[0076] S11. The agent server acquires the identity information of the artificial agent through the operation interface;

[0077] S12. The agent server sends the identity information to the message queue middleware;

[0078] S13. The message queue middleware sends the identity inform...

Embodiment 3

[0107] This embodiment provides an electronic device, which can be expressed in the form of a computing device (for example, it can be a server device), including a memory, a processor, and a computer program stored on the memory and operable on the processor, wherein the processor The operation method of the artificial agent in the call center provided by Embodiment 2 can be realized when the computer program is executed.

[0108] Figure 4 A schematic diagram of the hardware structure of this embodiment is shown, as Figure 4 As shown, the electronic device 9 specifically includes:

[0109] At least one processor 91, at least one memory 92, and a bus 93 for connecting different system components, including the processor 91 and the memory 92, wherein:

[0110] The bus 93 includes a data bus, an address bus, and a control bus.

[0111] The memory 92 includes a volatile memory, such as a random access memory (RAM) 921 and / or a cache memory 922 , and may further include a rea...

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PUM

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Abstract

The invention discloses an operating system and an operation method of an artificial seat in a call center. Among them, the operating system includes: message queue middleware, which is used to create the message queue uniquely corresponding to the artificial agent; the storage server, which is used to store the corresponding relationship between the artificial agent and the message queue; The operation of the interface generates the first event published by the artificial agent, and sends the first event to the message queue corresponding to the artificial agent who issued it; the call server is used to generate the second event according to the call service, and send the second event To the message queue corresponding to the artificial agent handling it; the message queue is used to forward the first event to the call server, and send the second event to the agent server of the artificial agent handling it; at least one of the system components adopts a cluster architecture . When a failure occurs, there is no need to re-establish the forwarding relationship of the event, which improves the availability and stability of the call center.

Description

technical field [0001] The invention relates to the technical field of call centers, in particular to an operating system and an operation method for artificial seats in the call center. Background technique [0002] In the call center, the connection between the agent client and the call server involves many network nodes. When one of the network nodes fails, most small-scale call centers that do not use server clusters use the method of restarting the server to restore services. , large-scale call centers using server clusters usually need to re-establish connections to other network nodes that can carry the services of the current faulty network node to restore services, in which it is necessary to re-determine the corresponding relationship between the sender and receiver of service events, resulting in call center failures Usability and stability are not high. Contents of the invention [0003] The technical problem to be solved by the present invention is to provide...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04L29/08H04L12/24H04M3/51
CPCH04L67/2871H04L41/0663H04M3/51H04L67/56
Inventor 周磊赵桦
Owner 携程旅游信息技术(上海)有限公司