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

• Main Authors: CHEN PING, BO MENGMENG, CHEN HUI, WANG YIJIAN
• Format: Patent
• Language: Chinese; English
• Published: 13.05.2022
• Subjects: ACOUSTICS; CALCULATING; COMPUTING; COUNTING; ELECTRIC COMMUNICATION TECHNIQUE; ELECTRIC DIGITAL DATA PROCESSING; ELECTRICITY; MUSICAL INSTRUMENTS; PHYSICS; SPEECH ANALYSIS OR SYNTHESIS; SPEECH OR AUDIO CODING OR DECODING; SPEECH OR VOICE PROCESSING; SPEECH RECOGNITION; TELEPHONIC COMMUNICATION

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 navig