一种智能语音客服自动呼叫拨测实现方法

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摘  要：文章重点研究覆盖全业务流程的自动拨测方法，替代人工拨测，实现对智能客服系统进行主动监控。传统手段以人工拨测的方式，存在费时费力，无法及时发现流程故障，业务流程覆盖面窄等问题。随着语音技术的进步，如何有效地检测智能语音流程的质量已经成为困扰运营商的一大难题。

关键词：IVR;语音客服;呼叫;拨测

中图分类号：TN912.3      文献标志码：A          文章编号：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

当今社会随着语音技术的进步，语音导航技术已经成为运营商客服中心的主流配置。（剩余5186字）