Design And Implementation Of Management System Of Intelligent Outbound

Since the birth of call center,it has greatly helped to improve the work efficiency and service quality of enterprise customer service.However,the problems caused by the use of artificial agent to communicate with customers are still very prominent,such as low call efficiency,high personnel recruitment and training costs.To solve this problem,we designed and implemented an intelligent voice outbound call system which combines artificial intelligence and call center.This system presets the outbound calling flow and frequently asked questions of customers by writing business scripts,and then converts the customer answers into text statements through automatic speech recognition and sends them to the pre trained AI platform for intention classification.By analyzing the business script,the script parser decomposes the business script into various specific control instructions and sends them to the execution platform to realize the jump of the business process according to the preset process.Although the system realizes intelligent outbound call,in business development,it needs professional business developers to write the script,especially in business deployment and business test,it needs to connect IVR server directly for operation,which results in high demand for business developers and low efficiency of business development.Therefore,how to design a business management system that integrates business development,deployment and testing,so that business developers can complete the development of different outbound services efficiently and conveniently has become the main research content of this topic.This topic is to design and implement a business management system of intelligent outbound based on the existing call center IVR system.According to the characteristics of IVR system and functional requirements of management system,this system mainly realizes three functions:outbound call service management to IVR service platform,AI service management to AI platform and call records query for test.This paper introduces the design and implementation of this system concretely.First of all,the paper introduces the background of the topic and the current research situations,and then introduces the related technologies used in this system,the requirement analysis,the outline design,the detailed design and implementation of this system.Finally,introducing the test of this system which verified the effectiveness of the system.