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首页> 外文会议>International Symposium on Knowledge and Systems Sciences(KSS2004); 20041110-12; Ishikawa(JP) >Intelligent Telephony Call Center
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Intelligent Telephony Call Center

机译：智能电话呼叫中心

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摘要

Call center integrated with expert system can support users to get self-help services. A telephony call center based on expert system technology is issued in this paper to support users to visit expert system with general telephones or mobile phones. Due to the inconvenience of visiting traditional expert system with telephones, an algorithm of converting production-rule based knowledge into decision-tree-based knowledge is put forward to reduce interaction times between human and machine during every inference process and improve total reasoning efficiency. An Object-Oriented system architecture is adopted to implement the system by defining three object-oriented classes: Expert Reasoning class, Interactive Voice Response (IVR) class and Text To Speech (TTS) class. An IVR object is created automatically for one voice port after the system is started. While an ES object is generated for one IVR object, only one TTS object is created for all the 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.
机译：与专家系统集成的呼叫中心可以支持用户获得自助服务。本文建立了一个基于专家系统技术的电话呼叫中心，以支持用户使用普通电话或移动电话访问专家系统。由于通过电话访问传统专家系统的不便，提出了一种将基于生产规则的知识转换为基于决策树的知识的算法，以减少每个推理过程中人机之间的交互时间，并提高总体推理效率。采用面向对象的系统架构，通过定义三个面向对象的类来实现该系统：专家推理类，交互式语音响应（IVR）类和文本转语音（TTS）类。系统启动后，会自动为一个语音端口创建一个IVR对象。为一个IVR对象生成一个ES对象时，为所有IVR对象和ES对象仅创建一个TTS对象。每个对象都是一个自组织的实体，它可以自动处理来自其他对象的消息并将消息发送到其他对象。

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