| 交互式语音专家系统研究 |
| |
| 引用本文： | 周宽久,王宏玲,曲义飞. 交互式语音专家系统研究[J]. 哈尔滨工业大学学报, 2006, 38(11): 1981-1985 |
| |
| 作者姓名： | 周宽久 王宏玲 曲义飞 |
| |
| 作者单位： | 大连理工大学,系统工程研究所,大连,116024;大连理工大学,系统工程研究所,大连,116024;大连理工大学,系统工程研究所,大连,116024 |
| |
| 基金项目： | 大连理工大学青年教师基金资助项目(1200-893209) |
| |
| 摘 要： | 提出将计算机语音技术(Computer Telephony Integration)与专家系统技术(ES)相结合实现通过普通电话或移动电话访问专家系统.针对传统电话访问专家系统交互不便的特点,提出将产生式表示的专家知识转换成决策树的形式,利用决策树进行二元树推理以减少人机交互次数,提高推理效率.提出基于面向对象设计,将专家系统推理模块、语音交互模块及语音合成模块封装成面向对象的专家系统类、交互式语音类和语音合成类,并对各种类对象进行有效管理.最终实现专家系统与呼叫中心的有效集成.
|
| 关 键 词： | 交互式语音应答 计算机语音技术 呼叫中心 专家系统 决策树 |
| 文章编号： | 0367-6234(2006)11-1981-05 |
| 收稿时间： | 2004-01-15 |
| 修稿时间： | 2004-01-15 |
IVR- based telephony expert systems |
| |
| ZHOU Kuan-jiu,WANG Hong-ling,QU Yi-fei. IVR- based telephony expert systems[J]. Journal of Harbin Institute of Technology, 2006, 38(11): 1981-1985 |
| |
| Authors: | ZHOU Kuan-jiu WANG Hong-ling QU Yi-fei |
| |
| Affiliation: | Institute of System Engineering, Dalian University of Technology, Dalian 116024, China |
| |
| Abstract: | All center integrated with expert system can support users to get self-help services.A telephony call center based on expert system technology was 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 was put forward to reduce interaction times between human and machine during every inference process and improve reasoning efficiency.An Object-Oriented system architecture was adopted to implement the system by defining three object-oriented classes: ESC,IVRC and TTSC,so that it could achieve the integration of expert system and call center. |
| |
| Keywords: | Interactive Voice Response(IVR) Computer Telephony Integration(CTI) Call Center Expert System Decision tree |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ |
|
