一種智能語音客服自動呼叫撥測實(shí)現(xiàn)方法

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摘  要：文章重點(diǎn)研究覆蓋全業(yè)務(wù)流程的自動撥測方法，替代人工撥測，實(shí)現(xiàn)對智能客服系統(tǒng)進(jìn)行主動監(jiān)控。傳統(tǒng)手段以人工撥測的方式，存在費(fèi)時(shí)費(fèi)力，無法及時(shí)發(fā)現(xiàn)流程故障，業(yè)務(wù)流程覆蓋面窄等問題。隨著語音技術(shù)的進(jìn)步，如何有效地檢測智能語音流程的質(zhì)量已經(jīng)成為困擾運(yùn)營商的一大難題。

關(guān)鍵詞：IVR;語音客服;呼叫;撥測

中圖分類號：TN912.3      文獻(xiàn)標(biāo)志碼：A          文章編號：2095-2945（2022）15-0127-04

Abstract： This paper focuses on the automatic dialing test method which covers the whole business process， in place of manual dialing test， so as to realize the active monitoring of the intelligent customer service system. In the traditional way of manual testing， there are some problems， such as time-consuming and laborious， unable to find process faults in time， narrow business process coverage and so on. With the progress of voice technology， how to effectively detect the quality of intelligent voice flow has become a difficult problem for operators.

Keywords： IVR; voice customer service; voice call; dial test

當(dāng)今社會隨著語音技術(shù)的進(jìn)步，語音導(dǎo)航技術(shù)已經(jīng)成為運(yùn)營商客服中心的主流配置。（剩余5186字）