External hosting type telephone robot system for enterprise

Abstract

The invention provides an external trusteeship telephone robot system for an enterprise. The external trusteeship telephone robot system comprises a smart telephone robot platform and an enterprise relay gateway, wherein the intelligent telephone robot platform is used for answering a user incoming call transferred by a telecom operator, performing multiple rounds of dialogue with a user, and / or transferring the call to an enterprise telephone system according to a user demand; and the enterprise relay gateway is connected with the intelligent telephone robot platform and an existing enterprise telephone system, and is used for transferring the user telephone transferred by the intelligent telephone robot platform to a manual seat for answering or a manual skill group queue of a call center. According to the telephone robot system provided by the invention, high investment of software and hardware transformation of an enterprise telephone system or a call center is avoided, all product functions equivalent to that of an enterprise self-built robot system are simply and efficiently realized, and the efficiency of building a telephone robot by an enterprise is effectively improved.

Description

Technical Field

[0001] The invention belongs to the field of telephone voice robots, and mainly relates to an enterprise external managed telephone robot system. Background Art

[0002] Enterprises often have their own telephone systems, and large enterprises often have their own telephone call centers. When an enterprise needs to build a telephone robot system to reduce the pressure on customer service personnel and save the investment and operating costs of the call center, it is usually necessary to transform the telephone system to support the telephone robot system. However, the transformation may often bring high costs for additional purchases of telephone system software and hardware. In addition, the transformation of the telephone system will also involve system transformations in many aspects such as telephone system suppliers, call center integrators, and customer service business system suppliers. In addition, the transformation of the telephone system in a tightly coupled manner will also have a certain degree of impact on the stability of the customer service system. Summary of the invention

[0003] In the prior art, it is a complex process for enterprises to transform their telephone systems or call center systems to build telephone robot systems, which involves multiple systems and is a high-investment project in terms of manpower and material resources. The purpose of the present invention is to provide a method that helps enterprises seamlessly build a telephone robot system without making any modifications to the enterprise telephone system or any adjustments to the call center software and hardware systems, and can realize all the functions of the self-built telephone robot system.

[0004] The present invention provides an enterprise external managed telephone robot system, including an intelligent telephone robot platform and an enterprise relay gateway;

[0005] The intelligent telephone robot platform is used to answer user calls transferred by telecommunications operators, conduct multiple rounds of conversations with users, and / or transfer calls to the enterprise telephone system according to user needs;

[0006] The enterprise relay gateway is connected to the smart phone robot platform and the existing enterprise telephone system, and is used to transfer user calls transferred from the smart phone robot platform to manual agents for answering or to the manual skill group queuing of the call center.

[0007] Further, the intelligent telephone robot platform includes a first SIP trunk, an intelligent voice robot, a second SIP trunk, and an enterprise database;

[0008] The first SIP trunk is used to connect the telecommunications operator network and the smart phone robot platform;

[0009] The intelligent voice robot is used to answer user calls, conduct multiple rounds of voice dialogue interaction with the user based on voice recognition of the user's call, and transfer the call to the enterprise relay gateway when the user needs to transfer to a human operator;

[0010] The second SIP trunk is used to connect the smart phone robot platform and the enterprise trunk gateway.

[0011] Furthermore, the enterprise relay gateway connects the second SIP relay of the smart phone robot platform and the enterprise telephone switch of the existing enterprise telephone system.

[0012] Furthermore, when a user dials the enterprise customer service number, the telecom operator will forward the incoming call of the number to the first SIP trunk of the smart phone robot platform;

[0013] The intelligent voice robot is used to answer user calls and conduct multiple rounds of voice dialogue interactions with the user based on voice recognition of the user's call;

[0014] When the user needs to transfer to a human, the smart phone robot system transfers the call to the enterprise trunk gateway through the second SIP trunk of the smart phone robot;

[0015] The enterprise trunk gateway is connected to the enterprise telephone switch of the existing enterprise telephone system, and the enterprise telephone switch then transfers the call to a manual agent to answer or to a manual skill group of a call center to queue;

[0016] When the human agent finishes answering the call and hangs up, the intelligent telephone robot platform hangs up the user's call.

[0017] Furthermore, the enterprise relay gateway preferably adopts a VoIP voice gateway.

[0018] Furthermore, the smart phone robot platform is connected to the enterprise internal network in an encrypted manner.

[0019] Furthermore, the smart phone robot platform is connected to the enterprise internal network via the public network through an encrypted SSL VPN.

[0020] The externally hosted telephone robot system provided by the present invention has the following advantages and positive effects: the externally hosted telephone robot system avoids the high investment in the software and hardware transformation of the enterprise telephone system or call center, saves the manpower, resources and technical investment of the enterprise and related parties, and simply and efficiently realizes all product functions equivalent to the enterprise's self-built robot system. The call data accumulated by the telephone robot can still be obtained by the enterprise's internal system in real time or at a scheduled time through the VPN channel, which effectively improves the efficiency of the enterprise in building telephone robots. The loosely coupled architecture also avoids the mutual influence between the telephone robot system and the enterprise's internal telephone system.

[0021] In addition, compared with the telephone robots in the cloud call center, the cloud robots can only transfer to the seats registered in the cloud call center when transferring to manual services, while the present invention adds a VoIP voice gateway on the enterprise side, which can be seamlessly connected with the enterprise switch. Therefore, the robot provided by the present invention can transfer calls to the enterprise telephone system and can accurately obtain the extension seat connection and hang-up signals. The enterprise's telephone agents do not need to frequently switch between the enterprise telephone system and the cloud call center, thereby realizing seamless voice connection between the telephone robot system and the enterprise telephone system. BRIEF DESCRIPTION OF THE DRAWINGS

[0022] For a more complete understanding of the present invention, reference will now be made to the following description taken in conjunction with the accompanying drawings, in which:

[0023] Figure 1 This is a diagram of the enterprise telephone system architecture when the enterprise has not yet built a telephone robot;

[0024] Figure 2 This is a schematic diagram of the architecture of the enterprise externally hosted telephone robot system provided by the present invention. DETAILED DESCRIPTION

[0025] In order to make the problems, technical solutions and technical effects to be solved by the present invention clearer, the technical solutions in the embodiments of the present invention will be clearly and completely described below in conjunction with the drawings in the embodiments of the present invention. Obviously, the described embodiments are only part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments and obtained by those skilled in the art without creative work are within the scope of protection of the present invention.

[0026] For the enterprise telephone system architecture diagram when the enterprise has not yet built a telephone robot, please refer to the attached figure of the manual Figure 1When a user dials the corporate customer service number, the telecom operator receives the external call, and the call is first transmitted to the corporate telephone exchange (Private Branch Exchange, PBX) through the telephone line. As the core of the corporate telephone system, the corporate telephone exchange assigns the call to the corresponding internal extension or connects to the external telephone network according to the preset routing rules. Within the corporate telephone system, internal employees can make fast internal calls by dialing a short number, and the corporate telephone exchange is responsible for routing calls within the corporate internal network.

[0027] The present invention provides an enterprise external hosting telephone robot system, see the attached drawings of the specification Figure 2 , mainly including intelligent telephone robot platform and enterprise relay gateway.

[0028] Among them, the intelligent telephone robot platform is used to answer user calls transferred by telecommunications operators, conduct multiple rounds of conversations with users, and / or transfer calls to the enterprise telephone system according to user needs.

[0029] The intelligent telephone robot platform includes a first SIP trunk, an intelligent voice robot, a second SIP trunk, and an enterprise database.

[0030] The first SIP trunk is used to connect the telecommunications operator network and the smart phone robot platform.

[0031] When a user dials the enterprise customer service number, the telecom operator will transfer the call to the number and transfer it to the first SIP trunk of the smart phone robot platform.

[0032] Among them, flying line means that the phone with the original number no longer rings, but is directly transferred by the telecom operator to the new mapped number, and answered by the telephone system with the new number.

[0033] SIP Trunk is a virtual telephone line that allows voice communications to be transmitted over an Internet Protocol (IP) network. SIP Trunk is based on the Session Initiation Protocol (SIP), a signaling protocol used to establish, modify, and terminate real-time sessions, and is widely used in VoIP (Voice over Internet Protocol) communications. The main function of SIP Trunk is to connect traditional telephone networks (such as the Public Switched Telephone Network (PSTN)) and IP-based communication systems, such as a company's telephone system (PBX).

[0034] The intelligent voice robot is used to answer user calls, conduct multiple rounds of voice dialogue interactions with users based on voice recognition of user calls, and transfer the call to the enterprise relay gateway when the user needs to be transferred to a human operator.

[0035] If the user needs to be transferred to a human operator, the smart phone robot system will bridge the call to the enterprise relay gateway through the second SIP relay of the smart phone robot.

[0036] Among them, the enterprise relay gateway preferably adopts a VoIP voice gateway.

[0037] A trunk gateway is a device used to connect different types of telephone networks or communication systems. It acts as a bridge, converting different communication protocols and signal formats so that calls from one network can be transmitted to another.

[0038] The enterprise relay gateway connects the second SIP relay of the smart phone robot platform and the enterprise telephone switch of the existing enterprise telephone system.

[0039] The enterprise telephone switch then transfers the call to a human agent or a human skill group in the call center. When the human agent finishes answering the call and hangs up, the intelligent telephone robot platform hangs up the user's call.

[0040] The enterprise database is used to store relevant data of enterprise telephones.

[0041] Since the smart phone robot platform provided by the present invention is set outside the existing enterprise telephone system, the external managed smart phone robot system provided by the present invention needs to be accessed through the public network. In order to ensure the confidentiality of the enterprise's internal telephone network system, the smart phone robot platform of the present invention is connected to the enterprise's internal network in an encrypted manner.

[0042] Preferably, the smart phone robot platform is connected to the enterprise internal network via the public network through encrypted SSLVPN.

[0043] SSL VPN, or Secure Sockets Layer Virtual Private Network, encrypts data transmission to ensure safe remote access to the network over the Internet; it uses the SSL / TLS protocol (the same encryption technology that protects websites) to provide a secure communication channel. This feature maintains the confidentiality and integrity of data as it travels between the user's device and the network.

[0044] In this way, enterprise managers can ensure the security of data transmission whether logging into the system, querying data reports, or listening to recordings. Enterprise managers can also use VPN to download all call data and recordings to the company's relevant business systems (such as recording systems, big data analysis systems, etc.) every day for further human-computer interaction data analysis or recording archiving.

[0045] It is obvious to those skilled in the art that the present invention is not limited to the details of the exemplary embodiments described above, and that the present invention can be implemented in other specific forms without departing from the spirit or essential features of the present invention. Therefore, no matter from which aspect, the embodiments should be regarded as exemplary and non-restrictive, and the scope of the present invention is defined by the appended claims rather than the description of the embodiments described above, and it is intended that all changes falling within the meaning and scope of the equivalent elements of the claims are included in the present invention. Any figure mark in the claims should not be regarded as limiting the claims involved. In addition, it is obvious that the word "comprising" does not exclude other units or steps, and the singular does not exclude the plural. Multiple units or devices stated in the system claim can also be implemented by one unit or device through software or hardware. The words first, second, etc. are used to indicate names, and do not indicate any particular order. .

Claims

1. An enterprise external managed telephone robot system, including an intelligent telephone robot platform and an enterprise relay gateway; in, The intelligent telephone robot platform is used to answer user calls transferred by telecommunications operators, conduct multiple rounds of conversations with users, and / or transfer calls to the enterprise telephone system according to user needs; The enterprise relay gateway is connected to the smart phone robot platform and the existing enterprise telephone system, and is used to transfer user calls transferred from the smart phone robot platform to manual agents for answering or to the manual skill group queuing of the call center.

2. The telephone robot system according to claim 1, characterized in that: The intelligent telephone robot platform includes a first SIP trunk, an intelligent voice robot, a second SIP trunk, and an enterprise database; The first SIP trunk is used to connect the telecommunications operator network and the smart phone robot platform; The intelligent voice robot is used to answer user calls, conduct multiple rounds of voice dialogue interaction with the user based on voice recognition of the user's call, and transfer the call to the enterprise relay gateway when the user needs to transfer to a human operator; The second SIP trunk is used to connect the smart phone robot platform and the enterprise trunk gateway.

3. The telephone robot system according to claim 2, characterized in that: The enterprise relay gateway connects the second SIP relay of the smart phone robot platform and the enterprise telephone switch of the existing enterprise telephone system.

4. The telephone robot system according to claim 2, characterized in that: When a user dials the enterprise customer service number, the telecom operator will forward the call to the number and transfer it to the first SIP trunk of the smart phone robot platform; The intelligent voice robot is used to answer user calls and conduct multiple rounds of voice dialogue interactions with the user based on voice recognition of the user's call; When the user needs to transfer to a human, the smart phone robot system transfers the call to the enterprise trunk gateway through the second SIP trunk of the smart phone robot; The enterprise trunk gateway is connected to the enterprise telephone switch of the existing enterprise telephone system, and the enterprise telephone switch then transfers the call to a manual agent to answer or to a manual skill group of a call center to queue; When the human agent finishes answering the call and hangs up, the intelligent telephone robot platform hangs up the user's call.

5. The telephone robot system according to claim 1, characterized in that: in, The enterprise trunk gateway preferably adopts a VoIP voice gateway.

6. The telephone robot system according to claim 1, characterized in that: The smart phone robot platform is connected to the enterprise's internal network in an encrypted manner.

7. The telephone robot system according to claim 6, characterized in that: The smart phone robot platform is connected to the enterprise internal network via the public network through encrypted SSLVPN.

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