CN104301553B - Multimedia call center system based on Session Initiation Protocol - Google Patents
Multimedia call center system based on Session Initiation Protocol Download PDFInfo
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- CN104301553B CN104301553B CN201410624285.6A CN201410624285A CN104301553B CN 104301553 B CN104301553 B CN 104301553B CN 201410624285 A CN201410624285 A CN 201410624285A CN 104301553 B CN104301553 B CN 104301553B
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Abstract
The invention discloses a kind of multimedia call center system based on Session Initiation Protocol, including a Session Border Controller, a soft switching server, an automatic call Distributor, a customer service proxy server；The Session Border Controller is used to one On-premise telephone network is connected into data center's door by WAN connections；The soft switching server is located at network control layer, for providing CCF and media handling phase separation using general switching software based on packet net；The automatic call Distributor is used to the call for entering system being automatically distributed in a specific cluster of customer service proxy server, to achieve a butt joint into the optimal response of call；The soft switching server includes flow control unit, structuralized query is carried out for the phonetic entry by automatic speech recognition and structured text parsing to user, to obtain structuralized query result.Invention enhances the controllability of Mobile solution, customer satisfaction degree is lifted.
Description
Technical field
The present invention relates to the wireless application field in mobile Internet, more particularly to a kind of many matchmakers based on Session Initiation Protocol
Body call center system.
Background technology
(above-mentioned is the mobile terminals such as mobile phone for popularization and IOS, Android, Windows Phone with mobile terminal
Operating system) rise, increasing Mobile solution is developed.Meanwhile, call center system of new generation can also be real
Now preferably interacted with client by the more rich multimedia channel in mobile terminal, because the call center of a new generation uses a variety of sides
Formula such as voip phone (networking telephone), computer, facsimile machine, SMS, WAP (WAP), pager, electronics
The access of the communications such as mail enhances the business processing scope of call center, while communication network bandwidth and communication matter
The continuous improvement of amount, also allow mobile terminal and call center carry out it is more rich it is effective interact, carry to a greater extent
Rise the experience of user and the controllability of service.Therefore, how to enable call center quick according to user's request, carry out corresponding
Displaying and between realization and user interact as it is in the urgent need to address the problem of.
The content of the invention
The technical problem to be solved in the present invention is that call center can not be quickly according to user's need in order to overcome in the prior art
Ask and shown and realized that the defect interacted between user is based on Session Initiation Protocol (Session initiation Protocol) there is provided one kind accordingly
Multimedia call center system.
The present invention is to solve above-mentioned technical problem by following technical proposals：
The invention provides a kind of multimedia call center system based on Session Initiation Protocol, its feature is, including a session
Boarder controller, a soft switching server, an automatic call Distributor, a customer service proxy server；
The Session Border Controller is used to one On-premise telephone network is connected into one by WAN (wide area network) connections
Data center's door；
The soft switching server is located at network control layer, for providing Call- Control1 using general switching software based on packet net
Function and media handling are separated；
The automatic call Distributor is used to the call for entering system being automatically distributed to customer service proxy server
In one specific cluster, to achieve a butt joint into the optimal response of call；
The soft switching server includes flow control unit, for passing through automatic speech recognition and structured text solution
Analyse the phonetic entry to user and carry out structuralized query, to obtain structuralized query result.
It is preferred that the flow control unit includes a speech detection analysis module, a judge module, voice conversion mould
Block, an enquiry module and a sending module；
The speech detection analysis module is used to carry out real-time voice end-point detection analysis, institute to the phonetic entry stream of user
Stating judge module is used to judge whether user completes one section of phonetic entry according to speech terminals detection analysis, and the voice converts mould
Block is used to the phonetic entry of user being converted into a speech text, and the enquiry module is used to carry out structure to the speech text
Change is handled, and obtains structuralized query result, and the sending module is used to send structuralized query result to customer service agency service
The input system of device is handled, and the customer service proxy server is used for (a kind of to be based on standard generalized markup language by XMPP
Subset agreement) mode sends result to user mobile phone.
It is preferred that the flow control unit also sets up module and an ILP including a conjunctive normal form, (inductive logic program is set
Meter) solve module；
The enquiry module is additionally operable to carry out user's classification grade inquiry according to CRM (customer relation management) query interface,
The conjunctive normal form, which sets up module, to be used to set up conjunctive normal form according to Query Result, and the ILP, which solves module, to be used for according to conjunction
Normal form carries out ILP solutions to Query Result, to generate an optimal Query Result, and carries out final classification, the transmission to user
Module is additionally operable to that the optimal Query Result is pushed into user mobile phone by XMPP modes.
It is preferred that the flow control unit also includes an Intelligent routing distribution module, for dividing from a CRM query interfaces
The classification grade information that user is obtained in server is analysed, and the behavior record of user is inquired about from multiple information sources, according to user
Behavior record build the collaborative filtering model of behavior record and classification grade, to obtain the owning user group of user；
The automatic call Distributor be used for based on the disaggregated model set up determine active user with the presence or absence of pair
The specific customer service group answered, if in the presence of the call of active user is distributed into specific customer service group, if being not present, will currently be used
The call at family is distributed to general customer service group.
It is preferred that the automatic distribution server is distributed to after specific customer service group by the call of active user, also to
Specific customer service group provides user behavior record and classification grade, and updates use to the call interaction results of active user according to customer service
The corresponding data result of family customer relation management, being customized service.
The present invention in order to solve the new interactive experience that the call center system based on Session Initiation Protocol builds on Mobile solution,
And combined by the manipulation with Mobile solution the problem of operation needed for realizing and set up enhanced real-time interaction system and method, carried
The operation ease of high call center service and more rich displaying are supported, while so that user is more efficient in Mobile solution
Ground realizes that immersion is interacted with customer service agency, improves service quality and satisfaction.
The present invention general principle be：The call center based on Session Initiation Protocol and the real-time, interactive communications of Mobile solution are set up,
It is referred to as real-time, interactive interface in the present invention.Mobile subscriber will wake up application after dial-up success and enter real-time, interactive interface,
This interface can realize multimedia interactive service with customer service agency；
Realize the application simultaneously operating of interactive interface menu operation simultaneously, user can be obtained customer service and replaced with relatively simple
Interaction mode residing for ground information is provided, and consistent information inquiry experience is provided；
By using the constraint planning problem for solving user profile, improve and the precision management that user's Query Information is managed is imitated
Really, satisfaction of the user to system is improved.
The positive effect of the present invention is：The present invention sets up the multimedia of mobile terminal and customer service based on Session Initiation Protocol
Real-time communication system, enhances the controllability of Mobile solution, the friendly experience property of application is also increased, by setting up user's
Current state path obtains current queries state, improves the efficiency of the operations such as the inquiry of user, by carrying out client to client
Relation management, realizes accurate packet of the customer service agency to user and positions, lift customer satisfaction degree.
Brief description of the drawings
Fig. 1 is the module diagram of the multimedia call center system based on Session Initiation Protocol of one embodiment of the invention.
Fig. 2 is flow control unit in the multimedia call center system based on Session Initiation Protocol of one embodiment of the invention
Module diagram.
Fig. 3 is flow control unit in the multimedia call center system based on Session Initiation Protocol of one embodiment of the invention
Voice operating inquiry is carried out with applying synchronous flow chart.
Fig. 4 sets up the flow chart with solving for third party's constraint satisfaction problemx of one embodiment of the invention.
Fig. 5 realizes the flow chart that Intelligent routing is distributed for one embodiment of the invention according to user gradation.
Embodiment
The present invention is further illustrated below by the mode of embodiment, but does not therefore limit the present invention to described reality
Apply among a scope.
As shown in figure 1, the multimedia call center system based on Session Initiation Protocol of the present invention includes a Session Border Controller
1st, the automatic call customer service proxy server 4 of Distributor 3 and one of a soft switching server 2, one.
Wherein, the Session Border Controller 1 (Session Borden Controller, SBC) is used to pass through special public affairs
On-premise telephone network is connected to data center's door, the internally positioned deployment of Session Border Controller 1 by common WAN connections
The edge of IP network, the encryption of all communications between user and On-premise tissue is realized using digital certificate, is set up to trust and is closed
System, and ensure the security of mutual transport layer.
The soft switching server 2 is located at network control layer, can realize to provide using general switching software based on packet net and exhale
The function of making control function and media handling be separated, its interface realized between application/operation layer, which is provided, accesses various
The interfaces such as database, third-party application platform, function server, realize the support to management business and third-party application, described
Automatic call Distributor 3 is used to the call for entering system being automatically distributed in the specific cluster of customer service proxy server 4,
And ensure to accessing the optimal response conversed.
The soft switching server 2 includes flow control unit 21, for by according to IVR (interactive voice answering)
The IVR scripts of flow elements generation, by calling speech-recognition services, skill is parsed using automatic speech recognition and structured text
Art, the result that user inquires about is sent to interface information input and shown with display module on mobile phone interface.
As shown in Fig. 2 the flow control unit 21 include a speech detection analysis module 211, a judge module 212,
One voice conversion module 213, an enquiry module 214 and a sending module 215.The speech detection analysis module 212 is used for
Real-time voice end-point detection analysis is carried out to the phonetic entry stream of user, the judge module 212 can be according to speech terminals detection
Analysis judges whether user completes one section of voice operating input, if one section of phonetic entry is completed, the voice conversion module 213
The sound bite that user can be inputted is converted into a speech text, and the enquiry module 214 is then tied to the speech text
Structureization processing, obtains structuralized query result, and structuralized query result can be sent to customer service to act on behalf of and taken by the sending module 215
Be engaged in device 4 input system corresponding field, and be highlighted, by XMPP modes by corresponding result after customer service confirmation
Send to user mobile phone, its specific user speech action queries refers to Fig. 3 with using synchronous operation, which illustrates use
Family inputs the whole process that voice performs operational feedback to Mobile solution.
Meanwhile, the flow control unit 21 of soft switching server 2 can call the result of third party's CRM system,
The result inquired about according to user realizes collecting for multi-party result, and is modeled as a constraint satisfaction problemx, need to only meet about
The result of generation can be sent to user mobile phone display module and is shown by beam.In third party's customer relationship pipe according to user
Reason query interface is generated during the entire process of the execution operation that complete result realizes fine customer account management, including closed according to client
System's management parses obtained user right level restriction, sets up conjunctive normal form, solves inductive logic planning problem, using XMPP side
Formula pushes the steps such as problem solving result, record user's inquiry log.
As shown in Fig. 2 the flow control unit also sets up the ILP of module 216 and one including a conjunctive normal form solves module
217, the enquiry module 214 carries out user's classification grade inquiry always according to CRM query interfaces, and the conjunctive normal form sets up module
216 can set up complete conjunctive normal form according to Query Result, and the foundation of conjunctive normal form is by the SQL of traditional relevant database
The Query Result of (SQL) is converted to Datalog (data storage) to generate conjunctive normal form, and the ILP is solved
Module 217 then carries out ILP solutions according to conjunctive normal form to Query Result, and (client's profit is best suited to generate an optimal Query Result
The Query Result of benefit), and final classification is carried out to user, the sending module 215 is also tied optimal inquiry by XMPP modes
Fruit pushes to user mobile phone, and record is operated and is uploaded in log server, used in the study as after, its idiographic flow ginseng
See Fig. 4.
As shown in Fig. 2 the flow control unit 21 also includes an Intelligent routing distribution module 218, for by user's
Classification information pushes to Intelligent routing using internal bus, and conduct is supplied to the automatic call technical ability group selection of Distributor 3
Input.In the whole flow process that Intelligent routing distribution is realized according to user gradation, include and built according to the fine grading of user
Vertical whole process, including inquiry user become more meticulous grading, judge that the nearest consumer record of user sets up collaborative filtering module, root
Realize that customer service technical ability component hair, the push potential preference behavior of user are recommended to operations such as specific customer service packets according to user's grading.
The Intelligent routing distribution module 218 can obtain the rating information of user from CRM query interface Analysis servers,
And the nearest behavior record of user is inquired about from multiple message sources, recorded according to user behavior and build behavior record and the association of grading
Same filtering model, with the result for the owning user group for obtaining user.
The automatic call Distributor 3 is it is determined that after the final grading of active user, based on the classification set up
Model determines that active user whether there is corresponding specific customer service group, if in the presence of being distributed to the call of active user specific
Customer service group, if being not present, general customer service group is distributed to by the call of active user.The automatic call Distributor 3 exists
The call of active user is distributed to after specific customer service group, also user behavior record and classification etc. is provided to specific customer service group
Level, and the corresponding data result of user's customer relation management is updated to the call interaction results of active user according to customer service, carry out
Service is customized, its idiographic flow is referring to Fig. 5.
Although the foregoing describing the embodiment of the present invention, it will be appreciated by those of skill in the art that these
It is merely illustrative of, protection scope of the present invention is defined by the appended claims.Those skilled in the art is not carrying on the back
On the premise of principle and essence from the present invention, various changes or modifications can be made to these embodiments, but these are changed
Protection scope of the present invention is each fallen within modification.
Claims (4)
1. a kind of multimedia call center system based on Session Initiation Protocol, it is characterised in that including a Session Border Controller, one
Soft switching server, an automatic call Distributor, a customer service proxy server；
The Session Border Controller is used to one On-premise telephone network is connected into data center door by WAN connections
Family；
The soft switching server is located at network control layer, for providing CCF using general switching software based on packet net
It is separated with media handling；
The automatic call Distributor is used for the spy that the call for entering system is automatically distributed to customer service proxy server
In fixed packet, to achieve a butt joint into the optimal response of call；
The soft switching server includes flow control unit, for passing through automatic speech recognition and structured text parsing pair
The phonetic entry of user carries out structuralized query, to obtain structuralized query result；
The flow control unit includes a speech detection analysis module, a judge module, a voice conversion module, an inquiry mould
Block and a sending module；
The speech detection analysis module is used to carry out real-time voice end-point detection analysis to the phonetic entry stream of user, described to sentence
Disconnected module is used to judge whether user completes one section of phonetic entry according to speech terminals detection analysis, and the voice conversion module is used
In the phonetic entry of user is converted into a speech text, the enquiry module is used to carry out at structuring the speech text
Reason, obtains structuralized query result, and the sending module is used to send structuralized query result to customer service proxy server
Input system is handled, and the customer service proxy server is used to send result to user mobile phone by XMPP modes.
2. multimedia call center system as claimed in claim 1, it is characterised in that the flow control unit also includes one
Conjunctive normal form sets up module and an ILP solves module；
The enquiry module is additionally operable to carry out user's classification grade inquiry according to CRM query interfaces, and the conjunctive normal form sets up mould
Block is used to set up conjunctive normal form according to Query Result, and the ILP, which solves module, to be used to carry out Query Result according to conjunctive normal form
ILP is solved, to generate an optimal Query Result, and carries out final classification to user, and the sending module is additionally operable to by XMPP
The optimal Query Result is pushed to user mobile phone by mode.
3. multimedia call center system as claimed in claim 2, it is characterised in that the flow control unit also includes one
Intelligent routing distribution module, the classification grade information for obtaining user from a CRM query interface Analysis servers, and from many
The behavior record of user is inquired about in individual information source, cooperateing with for behavior record and classification grade is built according to the behavior record of user
Model is filtered, to obtain the owning user group of user；
The automatic call Distributor is used to determine active user with the presence or absence of corresponding based on the disaggregated model set up
Specific customer service group, if in the presence of the call of active user being distributed into specific customer service group, if being not present, by active user's
Call is distributed to general customer service group.
4. multimedia call center system as claimed in claim 3, it is characterised in that the automatic distribution server is ought
The call of preceding user is distributed to after specific customer service group, also provides user behavior record and classification grade to specific customer service group, and
The corresponding data result of user's customer relation management, being customized are updated to the call interaction results of active user according to customer service
Service.
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| CN201410624285.6A CN104301553B (en) | 2014-11-06 | 2014-11-06 | Multimedia call center system based on Session Initiation Protocol |
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| CN106161194A (en) * | 2015-04-13 | 2016-11-23 | 上海神计信息***工程有限公司 | A kind of online customer service center based on XMPP instant message exchange system |
| CN109120513A (en) * | 2018-08-16 | 2019-01-01 | 湖南畅远信息技术有限公司 | Full media system and implementation method based on intelligent robot response |
| CN109587349B (en) * | 2018-11-14 | 2022-02-01 | 平安科技（深圳）有限公司 | Multimedia agent line testing method and device, electronic equipment and storage medium |
| CN110730274B (en) * | 2019-10-17 | 2021-11-19 | 厦门快商通科技股份有限公司 | Voice packet capture analysis method, system, mobile terminal and storage medium |
| CN112511695A (en) * | 2020-11-30 | 2021-03-16 | 中国建设银行股份有限公司 | Call establishment method and device, electronic equipment and computer readable storage medium |
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| CN101035360A (en) * | 2006-03-08 | 2007-09-12 | 华为技术有限公司 | Method for implementing calling in the multimedia communication call control |
| KR101248568B1 (en) * | 2006-06-09 | 2013-06-24 | 에스케이텔레콤 주식회사 | Method for providing early-media service based on session initiation protocol |
| GB0714697D0 (en) * | 2007-07-27 | 2007-09-05 | British Telecomm | Internet protocol telephony |
| CN102457481A (en) * | 2010-10-22 | 2012-05-16 | 中国电信股份有限公司 | System and method for realizing unified number service between IMS user and soft switch user |
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