Summary of the invention
In order to solve above-mentioned technical problem, the object of this invention is to provide a kind of IVR intelligent system based on 95598 large traffics and to meet an urgent need traffic route filtering method, the method practical, intelligence can the traffic route test of self adaptation electrical network accident.
In order to realize above-mentioned object, present invention employs following technical scheme:
IVR intelligent system based on 95598 large traffics is met an urgent need traffic route filtering method, and described IVR intelligent system has carried out following improvement:
1) increase state modulator in IVR intelligent system, whether this state modulator enables Bulk Call filtering function;
2) newly-increased whether enable the prerequisite of Bulk Call filtration parameter under, what increase that 77, Zhejiang Province city's local exchange+unit of county telephone central office correspondence lands code enables filtration parameter, and this state modulator homing address of calling number is the need of carrying out traffic filtering function;
3), after phone enters IVR intelligent system, increase the incoming call number filtration parameter that ownership districts and cities/county telephone central office is corresponding and whether open: the follow-up traffic filter logic that then enters of having opened judges; That does not open then reports and IVR sub-process by directly entering follow-up salutatory;
4) incoming call number belongs to mobile phone and judges by rear, and prompting " system is busy, dials after a while again ", then directly abandons this phone, and follow-up direct mode of being informed by note notifies client; Announcement information obtains the corresponding SMS notification information of filtering districts and cities and having safeguarded by program;
Above-mentioned emergent traffic route filtering method comprises the following steps:
1) regional telephone traffic early warning
Automatic collection, analyze live traffice amount, current queuing situation information, exceed certain quantity or certain technical ability group queuing quantity in certain districts and cities' telephone traffic and exceed certain value and point out;
2) IVR filters traffic function and short message sending
Function modifications is carried out to IVR flow process in electric service center: enter IVR at traffic and reporting this node before salutatory, the parameter configuration of newly-increased " whether enabling high traffic to filter ", " arranging corresponding districts and cities/county telephone central office "; Whether normal condition " enables high traffic to filter " value of parameter for not enable, when economizing electric service center monitoring and remaining high to certain districts and cities/generation high traffic system queuing of county telephone central office number, after obtaining relevant leader's confirmation, this parameter value is set to enable by notification platform personnel, the filtration parameter of corresponding unit is set simultaneously for opening, now IVR flow process enables high traffic filtering function for corresponding districts and cities/county telephone central office, and corresponding filter traffic flow process is as follows:
1. user dials 95598 customer service hot lines, and call request enters IVR main flow and before report salutatory, when traffic filtration parameter is enabled, program first judges whether the filtration parameter of corresponding districts and cities/county telephone central office is opened;
If 2. opened, then this area's traffic is uprushed needs to filter traffic; Now program judges whether caller ID is cell-phone number again, and if it is point out " system is busy, dials after a while again ", then directly abandon this phone, the mode of informing subsequently through note notifies client, the urgent notice content in announcement information automatic acquisition IVR; If home Tel does not then process enter follow-up flow process;
If 3. not enabled, then respective user phone does not process and enters follow-up salutatory report and follow-up IVR sub-process;
4. after corresponding districts and cities catastrophic failure terminates, " whether enabling high traffic to filter " parameter value of correspondence is set to not enable by notification platform personnel, arrange the filtration parameter of corresponding districts and cities/county telephone central office for not open, now IVR filters traffic disabler, is reduced into normal mode simultaneously.
As preferably, described regional telephone traffic early warning comprises following composition:
Districts and cities' telephone traffic analysis: requirement can carry out early warning current 2 minutes internal traffic situations according to landing the unit of code correspondence to district, if certain districts and cities exceedes certain telephone traffic, then carries out flash animation on the tinkle of bells, computer screen and reports to the police;
Traffic queuing number is analyzed: require to show live traffice queuing number early warning analysis according to each districts and cities, fault and non-faulting technical ability group in current system; If current queuing number exceedes certain set point, carry out flash animation on the tinkle of bells, computer screen and report to the police.
The present invention is owing to have employed above-mentioned technical scheme, electric service center is by analyzing the feature of 95598 traffics are swarmed under accident intensity, region and business, electrical network accident automatic decision analytical method based on real-time call is proposed, based on building the intelligent traffic routing algorithm being adaptive to electrical network accident, adopt classical self-adaptation control method, and carry out analog computation and analysis by historical data, what work out practical, intelligence can the traffic non-blocking properity of self adaptation electrical network accident.
Embodiment
Below in conjunction with accompanying drawing, the specific embodiment of the present invention is made a detailed explanation.
As shown in Figure 4, IVR intelligent system based on 95598 large traffics of the present invention comprises voice exchange, IVR system, ARS system, tts system, Service Database, voice exchange is connected with IVR system, ARS system, tts system are connected with described IVR system respectively by MRCP interface, and Service Database is by being connected with described IVR system with WS/DB interface.
The realization that 1.IVR intelligent emergent is disposed
1.1 intelligent traffic route filtering realize
1.1.1 regional telephone traffic warning function exploitation
The warning function page can automatic analysis live traffice amount, current queuing situation information: namely in current time, certain districts and cities' telephone traffic exceedes certain quantity or certain technical ability group queuing quantity and exceedes certain value and just have prompting (needs are pointed out more intuitively: flash animation warning etc. on the tinkle of bells, computer screen).Guarantee that dispatcher can grasp live traffice situation the very first time.Observation interface figure as shown in Figure 1.
districts and cities' telephone traffic analysis:requirement can carry out (specifically can provide parameter configuration) telephone traffic situation in current 2 minutes of early warning according to landing the unit of code correspondence to district (77 districts), if certain districts and cities exceedes certain telephone traffic (can provide parameter configuration), then carry out flash animation warning etc. on the tinkle of bells, computer screen.
traffic queuing number is analyzed:require according to 11 districts and cities, fault and non-faulting in current system totally 22 technical ability groups show live traffice queuing number early warning analysis.If current queuing number exceedes certain set point (can provide parameter configuration), carry out flash animation warning etc. on the tinkle of bells, computer screen.
1.1.2 IVR filters traffic function modifications and short message sending
Function modifications is carried out to IVR flow process in electric service center: enter IVR at traffic and reporting this node before salutatory, the parameter configuration of newly-increased " whether enabling high traffic to filter ", " arranging corresponding districts and cities/county telephone central office (what amount to 77 Unit codes for local exchange+county telephone central office of city enables configuration item) ".Whether normal condition " enables high traffic to filter " value of parameter for not enable, when economizing electric service center monitoring and remaining high to certain districts and cities/generation high traffic system queuing of county telephone central office number, after obtaining relevant leader's confirmation, this parameter value is set to enable by notification platform personnel, arrange the filtration parameter of corresponding unit for opening, now IVR flow process enables high traffic filtering function for corresponding districts and cities/county telephone central office simultaneously.As shown in Figure 2, corresponding filter traffic flow process is as follows:
1, user dials 95598 customer service hot lines, and call request enters IVR main flow and before report salutatory, when traffic filtration parameter is enabled, program first judges whether the filtration parameter of corresponding districts and cities/county telephone central office is opened;
If 2 open, then this area's traffic is uprushed needs to filter traffic.Now program judges whether caller ID is cell-phone number again, if it is point out " system is busy; dial after a while again ", then directly abandon this phone, the mode of informing subsequently through note notifies client's (urgent notice content in announcement information automatic acquisition IVR); If home Tel does not then process enter follow-up flow process;
If 3 not enableds, then respective user phone does not process and enters follow-up salutatory report and follow-up IVR sub-process;
4, after corresponding districts and cities catastrophic failure terminates, " whether enabling high traffic to filter " parameter value of correspondence is set to not enable by notification platform personnel, arrange the filtration parameter of corresponding districts and cities/county telephone central office for not open, now IVR filters traffic disabler, is reduced into normal mode simultaneously.
the explanation of transformation function point
1) increase state modulator in ivr, whether this state modulator enables Bulk Call filtering function;
2) newly-increased whether enable the prerequisite of Bulk Call filtration parameter under, increase by 77 city's local exchanges+unit of county telephone central office corresponding land code enable filtration parameter, this state modulator homing address of calling number is the need of carrying out traffic filtering function;
3), after phone enters IVR, increase the incoming call number filtration parameter that ownership districts and cities/county telephone central office is corresponding and whether open: the follow-up traffic filter logic that then enters of having opened judges; That does not open then reports and IVR sub-process by directly entering follow-up salutatory;
4) when the filtration parameter of incoming call number corresponding districts and cities/county telephone central office is opened, the Logic judgment of cell-phone number/home Tel is increased: the follow-up traffic filter logic of carrying out belonging to cell-phone number judges; Home Tel directly enters follow-up salutatory and reports and IVR sub-process;
5) incoming call number belongs to mobile phone and judges by rear, prompting " system is busy; dial after a while again ", then directly abandons this phone, and follow-up mode of directly being informed by note notifies client's (announcement information obtains the corresponding SMS notification information of filtering districts and cities and having safeguarded by program).
1.2 intelligent robot voice services realize
Intelligent sound flow process is mainly divided into business intelligence to accept and on-line intelligence analysis two major parts.Business intelligence accepts and meets customer service request mainly through IVR interactive voice.On-line intelligence analyzes the analysis by leaving a message to user, may occur the responsive work order causing complaint, process in time in Timeliness coverage intelligent sound flow process.As shown in Figure 3, detailed process is as follows:
1. entering intelligent robot voice service traffic is busy, report greeting, collect user's request, carry out identifications request, identifies successfully, enter operation flow fast, completing inquiry days by voice or key-press input family number with inquiring about; Go to step 3. after completing;
2. recognition failures, voice message " use mandarin or word speed too fast ", and go to step 3.;
3. pointing out " whether continuing business consultation ", is go to step 1., no, goes to step 4.;
4. informing that user can carry out tone information, is carry out tone information, no, end dialog;
5. full text transcription text after tone information, carries out automatic or manual screening, sends responsive work order, carry out worksheet, the complete end of worksheet.
Intelligent robot voice service is on basis, conventional voice calls center, integrating speech sound recognition technology (ASR), the IVR system of call center is enable to support to be undertaken alternately by voice between client, utilize the intelligent speech recognition capabilities of call center, be directly acquainted with customer demand, and the demand of client is responded, realize intelligent analysis, voice are freely linked up, rapid-action object.
The principal character of intelligent interactive answering system is support voice intelligent navigation and voice messaging typing, easy to use, the remarkable shortening business handling time, need, by voice reminder and menu setecting layer by layer, just can enter corresponding operation flow and compare obvious advantage with conventional I VR.For the Power Calling Centre inquiry electricity charge, user dials after 95598, as long as say the demand of the inquiry electricity charge, as " looking into the electricity charge ", " electricity charge inquiry ", " electricity charge consulting " etc. can enter into the operation flow of electricity charge inquiry fast, then complete inquiry days by voice or key-press input family number with inquiry.Build intelligent interactive answering system key problem in technology and be 2 points, one is integrating speech sound recognition technology (ASR) on conventional voice calls platform, two is the functional interfaces provided in conjunction with speech recognition technology (ASR), transforms the function of original IVR.The framework of system as shown in Figure 4.Specifically comprise following part:
(1) on existing voice call platform basis, integrated ARS product, ASR product is docked with IVR by MRCP agreement, realizes intelligent sound recognition function;
(2) because IVR speech business function is relatively stable, days, the family digital information of accurately collecting user's input is needed in practical business, the ASR product selecting to support based on grammer and keyword recognition is needed in this programme, and this product needed supports MRCP protocol interface, to improve fast Development ability;
(3) to existing ivr menu option, possible expression way can be configured in ASR grammer.As the option of " outage information inquiry ", the common expression way such as " looking into power failure ", " have a power failure inquiry ", " outage information inquiry " can be configured.Like this, no matter how user expresses, and all successfully can identify corresponding menu item, accurately forward corresponding service function to.
(4) at the keyword of the common business function of the integrated major part of main menu, such user can carry out through corresponding business function at main menu by saying keyword, realizes intelligent navigation, simplifies ivr menu, also facilitate user and select fast.
(5) except menu setecting, in current IVR, modal input mode is exactly that numeral have input, and comprises Customs Assigned Number, password, ID card No., Query Dates, phone number, fax number, rechargeable card card number, prepaid card password, bank card number etc.In theory, the input of above-mentioned numeral number all can adopt ASR technology to carry out phonetic entry, provides key-press input mode simultaneously.Wherein, the information such as Customs Assigned Number, phone number, fax number, rechargeable card card number can adopt ASR technology, are quoted and identify, avoid frequent switching key state in communication process by user in communication process.Query Dates uses phonetic entry closer to natural language, can be easier to understand, and avoids the requirement to key-press input form; Passwords etc. relate to the information of privacy or information security, can continue requirement and use the input of button form, at utmost ensure that the information such as password are not revealed in conversing in public.
1.2.1 system suitability transformation
?
call platform is transformed
Integrated ASR and intelligent inference module on existing Huawei's call platform basis, realize system supports voice identification and intelligent inference.IVR system supports conventional I VR answering service and intelligent sound seat answer service.Huawei's call platform version of current Zhejiang application deployment, need relate to a grade platform release support voice identification software.
iVR transforms
Transform existing IVR flow process, reforming content comprises:
1) function that integrated intelligent speech recognition is relevant, transforms system main menu, realizes intelligent sound
Navigation;
2) transform each business subfunction of existing IVR flow process, increase the input of quotation information and support, realize service account
Number, password, days etc. Data support voice and keystroke pattern input;
3) transform the transfer of existing IVR flow process and routing policy, support that queuing number is too much, or when shifting unsuccessfully
Phone is transferred to intelligent sound seat to reply.
business datum is integrated
Intelligent sound identification needs to realize various ways inquiry business system blackout, telegram in reply relevant information, and with in every family number, information that electricity consumption address is relevant, therefore need increase corresponding service system interface, to adapt to the interface requirement of IVR and intelligent inference module.Acquisition business datum is as follows:
A. marketing system: with in every family number, electricity consumption address etc.;
B.95598 system: outage information, telegram in reply information etc.;
C.GIS/ battalion joins: cell name, natural village title;
1.2.2 the application of typhoon disaster application scenarios as shown in Figure 5.
1. IVR intelligent emergent disposal technology effect
Dispose for making intelligent emergent and come into operation during summer peak meeting, this project tests from requirement investigation, development and Design, deployment the preparation of application through anxiety in early stage of reaching the standard grade, and comes into operation at the beginning of 2013 8 months.
1) bursts of traffic is successfully managed
During summer peak meeting in 2013, IVR intelligent emergent disposal function is enabled at center in time when grasping corresponding regional wide-area failures, and for September 10,11 days, concrete data were as follows respectively:
Intelligent emergent is disposed and is enabled the situation contrast per hour of front and back call completing rate as shown in Figure 6.
From September 10,9 beginnings on the 11st, there is abnormal swarming in traffic, cause artificial call completing rate to decline, intelligent emergent disposal function is enabled at center in time, makes call completing rate recover rapidly the normal condition of more than 95%.IVR intelligent emergent disposal technology is when the large traffic that happens suddenly shoves, not only change the pattern that tradition directly cuts off trunk passage, the information of very first time proactive notification client region while significantly improving artificial call completing rate, avoid client repeatedly to dial the secondary that hot line causes and block up, the contradiction of great solution client's demand and seat resource, improves good service level.
2) actively new services is expanded
At traffic peak hours/period, start the application of intelligent sound robot, to waiting in line portions of client, remind client current manual that traffic is busy, flow process that guiding enters " intelligent robot seat ", to reduce " manually registering " cost, realizes " first connecing to greatest extent ", allow client perception to " problem is accepted ", greatly reduce traffic demand.By practical application, intelligent robot is mainly manifested in following three aspects:
one isrealize in ivr menu level " flattening " of call menu; reduce menu complexity, the interaction times of condition and system, the direct arrival rate of business promotes 5%; simultaneously when Added Business without the need to planning that this business is in the particular problem of System menu, it is easier to expand;
two areuser without the need to understanding Business Name, direct statement demand, without the need to understanding the position of the whole menu of Business Processing needed, user friendly experience promotes more than 5%;
three arebreak through the limitation that conventional I VR button level is many, traditional touch-tone IVR calls out navigation and at the end of Self-Service, is about 75 seconds from beginning, and calling navigation-type IVR service duration is about 30 seconds, mutual duration reduction about 100%.