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Intelligent telephone traffic disaster recovery platform building method for emergency telephone traffic switching

A traffic and intelligent technology, which is applied in the direction of telephone communication, automatic switching office, subscriber special service, etc., can solve the problems of manual agent traffic overflow and lack of emergency disaster recovery plan, so as to improve recognition accuracy, reduce research and development costs, Functional Requirements Convenience and Simple Effects

Pending Publication Date: 2022-05-13
江苏号百科技有限公司
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

For the three common needs of manual traffic, IVR navigation, intelligent process response and knowledge base question-and-answer consultation, provide standardized built-in solutions from two aspects of configuration and analysis, respectively, to solve the problems of manual seat traffic overflow and lack of emergency disaster recovery solutions

Method used

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  • Intelligent telephone traffic disaster recovery platform building method for emergency telephone traffic switching
  • Intelligent telephone traffic disaster recovery platform building method for emergency telephone traffic switching
  • Intelligent telephone traffic disaster recovery platform building method for emergency telephone traffic switching

Examples

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Comparison scheme
Effect test

Embodiment

[0127] Embodiment, illustrate with a specific embodiment below:

[0128] Such as figure 1 As shown, an intelligent traffic disaster recovery platform for emergency traffic switching, specifically includes:

[0129] (1) IVR navigation module

[0130] The IVR navigation module is mainly used as the entrance of the emergency traffic disaster recovery template, and configures pre-IVR navigation services for different public service hotlines. The IVR navigation module includes a visual front-end configuration and report display module, a customer service voice generation module and a call flow navigation analysis module.

[0131] Module 1-1: Visual front-end configuration and report display module is as follows:

[0132] The visual front-end configuration and report display module includes industry merchant management pages, merchant information editing pages, working hours navigation configuration pages, non-working hours navigation configuration pages, and call record query an...

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PUM

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Abstract

According to three common requirements of artificial telephone traffic, IVR navigation, intelligent process response and knowledge base question and answer consultation, a built-in solution is provided from two aspects of configuration and analysis. In the aspect of configuration, a visual page is provided and configured, and multi-level IVR navigation is configured by providing a navigation hierarchical configuration page and configuring different navigation types and navigation contents for keys 0-9; configuring an intelligent customer service response flow chart by dragging different types of nodes; and a knowledge base is generated by uploading a question and answer knowledge base file of the template and training. In the analysis aspect, a conversation control process and intention recognition conversation management algorithm module is provided, and conversation analysis and conversation control processes of different node types are standardized, so that a process response customer service and IVR navigation module takes effect; analytic training of standard questions and answers is achieved through a basic algorithm model, a preset knowledge base circulation flow chart is executed in a call, intention recognition is conducted through a similarity algorithm, and question and answer consultation in a knowledge base is achieved.

Description

technical field [0001] The invention relates to the technical field of emergency disaster recovery intelligent customer service, in particular to a method for building an intelligent traffic disaster recovery platform for emergency traffic switching. Background technique [0002] With the development of artificial intelligence technology and the construction of an information-based and intelligent society, intelligent robots have begun to be tried and applied in various fields. Division of labor and cooperation, reliable sharing of most of the formal work roles. Under such a technical premise, when manual call traffic overflows or malfunctions, and manual customer service cannot handle incoming calls in a timely manner, it has gradually become an evolution trend to use intelligent customer service as an emergency switching solution for call disaster recovery. [0003] Generally speaking, public service departments have service hotlines facing the public, and they receive in...

Claims

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Application Information

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IPC IPC(8): H04M3/42H04M3/493H04M3/51H04M3/523H04M3/527G06F16/332G06F16/36G10L15/26
CPCH04M3/5141H04M3/5166H04M3/527H04M3/5232H04M3/5183H04M3/42221H04M3/42382H04M3/4936G10L15/26G06F16/3329G06F16/36
Inventor 陈萍薄萌萌王益健陈辉
Owner 江苏号百科技有限公司
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