呼叫中心与专家系统耦合的农业知识获取方法

An agricultural knowledge acquisition method based on the coupling of Call center and expert system

为了满足全国各地农民借助于农村普及率高的电话获取农业知识的需求,该文综合利用呼叫中心平台和专家系统开发技术,设计了一种呼叫中心与专家系统耦合的农业知识获取方法。该方法采用呼叫中心的数据库触发器技术与专家系统的事件监听器技术相结合的方案,实现了呼叫中心的IVR流程对专家系统知识库的自动调用,而无需为呼叫中心重新设计推理算法和知识库,可减少大量系统开发工作量。同时该方法将呼叫中心的CTI服务器和传统的数据库服务器、WEB服务器配合使用,可实现借助电话网使农民获得所需农业知识的目的。

In order to help the farmers to acquire the agricultural knowledge by telephones,this paper presents an agricultural knowledge acquisition method based on the coupling of Call center and expert system.This method adopts the implementation plan of call center database trigger technology and expert system event monitor technology,achieves the call center IVR flow to transfer the expert system knowledge base automatically,so as to reduce the massive system development workload by not redesigning diagnosis algorithm and knowledge base for call center.This method also coordinates the call center CTI server and traditional database server and web server,to help farmers to acquire agricultural knowledge their need with the aid of the telephone network.