交互式语音专家系统研究

IVR-based telephony expert systems

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.

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.