基于呼叫中心的语音微博

发布时间：2018-08-11 10:31

【摘要】：呼叫中心是集现代通信手段和计算机技术于一体的综合信息服务系统,利用现有的电话系统,为广大企业和用户提供全新的现代化服务。企业为了提供优质的服务,需要尽可能多的处理用户的呼叫包括投诉建议,而呼叫中心能让企业做到以最快的速度的处理用户的呼叫。用户可以通企业呼叫中心的接入码得到方便快捷的服务。微博是一个分享实时信息的网络社交平台,作为用户,既可浏览感兴趣的的消息,也可以主动发布信息。随着网络的快速发展,各大网络平台都推出自己的微博平台,但目前大多数都仅限页面浏览和手机APP。本文在智能呼叫中心的基础上,实现语音微博,增加了用户更新微博的方式。由于语音比文字更真实,更形象,可以使用户之间加强了沟通和交流。本文首先介绍了呼叫中心的历史、微博的历史、相关技术以及开发背景,然后明确系统需求,确定注册、发布语音微博、收听语音微博等功能模块,并且明确各个系统模块之间的数据流。之后,对整个系统做详细的设计,包括IVR数据流、新浪接口和各种语音文件的处理。最后用SLPL语言完成代码编写。最后,针对开发完成的语音微博,制定一套各个功能模块的测试方案,保证系统功能的完备性,确保系统能在实际应用中良好运行。
[Abstract]:Call center is a comprehensive information service system which integrates modern communication means and computer technology. By using the existing telephone system, the call center can provide new and modern services for the majority of enterprises and users. In order to provide high quality services, enterprises need to handle as many calls as possible, including complaints and suggestions, and call centers enable enterprises to process customer calls as quickly as possible. Users can access the access code of the enterprise call center to get convenient and fast service. Weibo is a social network platform for sharing real-time information. As a user, it can browse interesting messages or publish information actively. With the rapid development of the network, each network platform has launched its own Weibo platform, but at present, most of them are only limited to page browsing and mobile phone app. On the basis of intelligent call center, this paper implements voice Weibo and adds the way of updating Weibo. Because the voice is more real and more vivid than the text, it can strengthen the communication and communication between the users. This paper first introduces the history of call center, the history of Weibo, related technology and development background, then defines the system requirements, determines the registration, issues voice Weibo, listens to voice Weibo and other functional modules. And the data flow between each system module is clear. After that, the system is designed in detail, including IVR data flow, Sina interface and processing of various voice files. Finally, the code is written with SLPL language. Finally, according to the developed speech Weibo, a set of test scheme of each function module is established to ensure the completeness of the system function and ensure that the system can run well in practical application.
【学位授予单位】：北京邮电大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：TP393.092

【参考文献】