Design And Implementation Of An Intelligent Call Center

Intelligent Call center is a complicated information system that integrates Expert Systems, CTI techniques, Program Controlled Switch technologies, and Network technologies. It comes into being while market competition becomes more drastic and information technologies are developing rapidly. Being an information platform of modern service, call center takes full use of existing communication technologies and IT technologies. It is being paid more and more attention.Call center integrated with expert systems can support users to get self-help services. A telephony expert system based on CTI technology is issued in this paper to support users to visit expert systems in call center with traditional telephones or mobile phones. Due to inconvenience of visiting traditional expert systems with telephones, an algorithm of converting production-rule based knowledge into binary decision tree based knowledge is put forward to reduce interactive times between human and machine during every inference course and improve total inference efficiency.The design and implementation of software is introduced in this paper. It is mainly about the expert system design, sub-system design, test etc. An Object-Oriented system construction is adopted to implement the system by defining three object-oriented classes: Expert System (ES) class, Interactive Voice Response (IVR) class and Text To Speech (TTS) class. An IVR object is created automatically for one voice port after system is started. While an ES object is generated for one IVR object, only one TTS object is created for all IVR objects and ES objects. Every object is a self-organized entity, which can automatically process messages from other objects and send messages to other objects.Animals recognize rule set is described in the end to explain the course of translation from product rules to decision tree.