阅读说明：本技术 一种基于电信电话网络和软交换技术的智能视频客服系统 (Intelligent video customer service system based on telecommunication telephone network and soft switching technology ) 是由 张勤学 颜继雄 于 2021-07-13 设计创作，主要内容包括：本发明提供一种基于电信电话网络和软交换技术的智能视频客服系统,属于智能视频客服系统技术领域,该系统主要利用电信电话网络与IP电话网络的信令转换以及智能机器人的意图分析,一方面解决了如今语音客服不生动不形象跟不上网络时代发展速度的问题；如今短视频、直播等信息传输方式的兴起表明人们已不满足于机械化的语音客服或者文字客服。另一方面解决了客服行业人力成本的问题；随着人口老龄化以及人口下降趋势,人力成本将会越来越贵,导致传统客服系统的成本越来越高,且传统客服系统易出错,服务客量少。此系统采用智能分析语义系统,分析用户意图,自动做出生动完满的解答,并且服务客量无上限,大大节省成本以及增加产出。(The invention provides an intelligent video customer service system based on telecommunication telephone network and soft switching technology, belonging to the technical field of intelligent video customer service systems, wherein the system mainly utilizes the signaling conversion between the telecommunication telephone network and IP telephone network and the intention analysis of an intelligent robot, thereby solving the problem that the current voice customer service is not vivid and can not keep up with the development speed of the network era on the one hand; the rise of information transmission modes such as short video, live broadcast and the like shows that people are not satisfied with mechanized voice customer service or text customer service. On the other hand, the problem of labor cost in the customer service industry is solved; with the aging of the population and the decline of the population, the labor cost will be more and more expensive, which leads to higher and higher cost of the traditional customer service system, and the traditional customer service system is easy to make mistakes and has less customer service. The system adopts an intelligent analysis semantic system to analyze the intention of the user, automatically makes a vivid and complete answer, has no upper limit on the number of service customers, greatly saves the cost and increases the output.)

1. An intelligent video customer service system based on telecommunication telephone network and soft switch technology is characterized in that: the main technical points of the system are signaling conversion between a telecommunication telephone network and an IP telephone network and intention analysis of the intelligent robot, and the system is specifically executed and divided into the following steps:

s1, the user dials the service number provided by the service provider (i.e. the service provider pulls the private line service at the telecommunication service provider), and accesses the telecommunication telephone network;

s2, converting the telecommunication signaling into IP signaling through VOIP gateway, and connecting the telephone of the telecommunication network to IP telephone network (Freeswitch);

s3, invoking asr service by a Freeswitch development embedded module, converting voice flow into text and externally releasing events;

s4, the video customer service system subscribes a Freeswitch event, obtains a text converted from the voice of the user, sends the text to the intelligent robot system to identify the intention of the user, and returns the video name to be played to the video customer service system according to the preset response of each intention of the robot;

s5, the video customer service system calls the video api played by Freeswitch;

s6, the gateway converts the IP signaling into telecommunication signaling to control conversation and uses RTP protocol to transmit video stream;

and S7, the user responds after seeing the response.

2. The intelligent video customer service system based on telecommunication telephone network and soft switch technology as claimed in claim 1, wherein: the mobile phone of the S1, which the user dials the service number, needs to support playing the video.

3. The intelligent video customer service system based on telecommunication telephone network and soft switch technology as claimed in claim 1, wherein: the VOIP gateway in S2 is just a common gateway in the market, and Freeswitch is a soft switch solution for a telephone, including a soft phone and a soft switch to provide product drivers for voice and chat.

4. The intelligent video customer service system based on telecommunication telephone network and soft switch technology as claimed in claim 1, wherein: and the built-in module of the Freeswitch in the S3 is mounted and deleted in a module mode, and the Freeswitch is open source software and is developed by referring to the existing module.

5. The intelligent video customer service system based on telecommunication telephone network and soft switch technology as claimed in claim 1, wherein: and the video customer service system, namely the business system in the S4 is mainly used for processing specific content details, acquiring a user conversation text, calling the intelligent robot to analyze intentions, and calling a Freeswitch to play a video function to play a corresponding video according to different intentions.

6. The intelligent video customer service system based on telecommunication telephone network and soft switch technology as claimed in claim 1, wherein: asr in S3 is a technology for converting human voice into text, which serves as a mature service already on the market and only needs to send a voice stream to a corresponding server to obtain the recognized text.

7. The intelligent video customer service system based on telecommunication telephone network and soft switch technology as claimed in claim 1, wherein: the intelligent robot in S4 is essentially a fuzzy match to the character string.

Technical Field

The invention relates to the technical field of intelligent video customer service systems, in particular to an intelligent video customer service system based on a telecommunication telephone network and a soft switch technology.

Background

The video customer service solution on the market at present is realized by the software provided by the webpage or the service provider, and still has several problems in practical application 1. the webpage end requires the user to use a computer, which does not meet the requirements of the current mobile internet society and is neither convenient nor necessary; 2. the software provided by the service provider needs to be downloaded to the computer or the mobile phone when being used, so that the mobile phone and the computer are not friendly to people who are not skilled in use and are inconvenient; 3. the traditional video customer service needs to be equipped with customer service personnel to solve the problem, so that the traditional video customer service personnel cannot serve a large number of people quickly and well when the customer service is not in time, and a large amount of cost is increased.

Disclosure of Invention

The invention provides an intelligent video customer service system based on a telecommunication telephone network and a soft switch technology, and aims to solve the problem of the video customer service system in the market in practical application.

In order to achieve the purpose, the invention adopts the technical scheme that:

an intelligent video customer service system based on telecommunication telephone network and soft switching technology, the main technical point of the system lies in the signaling conversion between the telecommunication telephone network and IP telephone network and the intention analysis of intelligent robot, the system is divided into the following steps:

s1, the user dials the service number provided by the service provider (i.e. the service provider pulls the private line service at the telecommunication service provider), and accesses the telecommunication telephone network;

s2, converting the telecommunication signaling into IP signaling through VOIP gateway, and connecting the telephone of the telecommunication network to IP telephone network (Freeswitch);

s3, invoking asr service by a Freeswitch development embedded module, converting voice flow into text and externally releasing events;

s4, the video customer service system subscribes a Freeswitch event, obtains a text converted from the voice of the user, sends the text to the intelligent robot system to identify the intention of the user, and returns the video name to be played to the video customer service system according to the preset response of each intention of the robot;

s5, the video customer service system calls the video api played by Freeswitch;

s6, the gateway converts the IP signaling into telecommunication signaling to control conversation and uses RTP protocol to transmit video stream;

and S7, the user responds after seeing the response.

Preferably, the handset that the user dials the service number in S1 needs to support playing the video.

Preferably, the VOIP gateway in S2 is just a common gateway in the market, and the Freeswitch is a soft switch solution for a telephone, including a soft phone and a soft switch for providing product drivers for voice and chat.

Preferably, the built-in module of the Freeswitch in the S3 is mounted and deleted in a module mode, and the Freeswitch is open source software and is developed by referring to an existing module.

Preferably, the video customer service system, i.e., the business system in S4, mainly processes the specific content details, obtains the user dialog text, invokes the intelligent robot to perform intent analysis, and invokes the Freeswitch to play the video function for different intentions to play the corresponding video.

Preferably, asr of S3 is a technology for converting human voice into text, which serves as a mature service already available on the market and only needs to send a voice stream to a corresponding server to obtain the recognized text.

Preferably, the intelligent robot in S4 is essentially a fuzzy match to the character string.

Compared with the prior art, the invention has the following beneficial effects: in view of the fact that the service provider needs to apply for a special line to a telecommunication service providing company and allocate an access number, the user directly dials the allocated access number by using a mobile phone, and the user can make a call in peacetime without extra operation and learning cost; secondly, the invention uses asr technology to convert the user's voice into words in real time, discriminates the user's intention by word segmentation technology, if the user's intention is matched in the scene, plays the corresponding response, if not matched, prompts, the user can ask the most common problems in the scene, through the method, no manual customer service is needed, much labor cost is saved, and more people can be served.

Drawings

Fig. 1 is a schematic diagram of a framework flow of the intelligent video customer service system according to the present invention.

Detailed Description

In order to make the technical problems, technical solutions and advantages solved by the present invention more apparent, the present invention will be further described in detail with reference to the accompanying drawings and embodiments, and it is obvious that the described embodiments are some, but not all embodiments of the present invention. It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.

Example 1:

as shown in fig. 1, the present invention provides an intelligent video customer service system based on telecommunication telephone network and soft switch technology, the main technical points of the system are signaling conversion between the telecommunication telephone network and IP telephone network and intention analysis of intelligent robot, firstly, it is required to ensure that the mobile phone of user supports playing video,

the first step is as follows: the user dials a service number provided by a service provider (namely, private line service pulled by the service provider at a telecommunication service provider), and accesses a telecommunication telephone network;

the second step is that: the IP signaling is converted by the telecommunication signaling through the VOIP gateway, the telephone of the telecommunication network is accessed to an IP telephone network (Freeswitch), the VOIP gateway is mature at present, and can be purchased in the market, such as a common perseveration gateway, and the telephone can be configured according to manufacturer instructions after being purchased, and the Freeswitch is a soft switch solution of the telephone, and comprises a soft telephone and a soft switch for providing product drive of voice and chatting;

the third step: the Freeswitch develops an embedded module to call asr service, converts a voice stream into a text and issues an event to the outside, has an excellent framework, and can mount and remove all supported functions in a module mode; freeswitch is open source software, and is developed by referring to the existing module; the asr service is a mature service on the market, such as a service provided by the science university flyer, and the recognized text can be obtained only by sending a voice stream to the science university flyer server;

the fourth step: the video customer service system subscribes a Freeswitch event, obtains a text converted from user voice, sends the text to the intelligent robot system to identify the intention of the user, and returns the video name to be played to the video customer service system according to the preset response of each intention of the robot;

the video customer service system, namely a business system, mainly processes specific content details, acquires a user conversation text, calls an intelligent robot to perform intention analysis, and calls a Freeswitch to play a video function to play a corresponding video and the like for different intentions; the intelligent robot can build by itself, and can also use services already provided in the market, such as hundred-degree UNIT, and the intelligent robot is essentially fuzzy matching of character strings. The Baidu UNIT is used only by referring to an official example for training;

the fifth step: the video customer service system calls a playing video api of Freeswitch;

and a sixth step: the gateway converts the IP signaling into telecommunication signaling to control conversation and uses an RTP protocol to transmit video stream;

the seventh step: the user responds after seeing it.

The foregoing shows and describes the general principles and broad features of the present invention and advantages thereof. It will be understood by those skilled in the art that the present invention is not limited to the embodiments described above, which are described in the specification and illustrated only to illustrate the principle of the present invention, but that various changes and modifications may be made therein without departing from the spirit and scope of the present invention, which fall within the scope of the invention as claimed. The scope of the invention is defined by the appended claims and equivalents thereof.