Voice interaction management method and system based on telephone traffic forecasting
A voice interaction and management method technology, applied in telephone communication, automatic switching office, electrical components, etc., can solve problems such as low user evaluation, difficult seat personnel, sudden increase in traffic, etc.
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[0058] The present invention will be further described below in conjunction with the accompanying drawings and embodiments.
[0059] like figure 1 As shown, a voice interaction management based on traffic prediction, including a prediction module, an ACD automatic traffic distribution module, an IVR automatic voice response module, a CTI control integration module, a PBX queuing module and a terminal monitoring module, wherein:
[0060] The prediction module is used to select historical traffic data within a set time period, calculate the hourly traffic volume and average processing time of each period, refer to power outage lines, the number of fault repair resources, the number of power outages for special reasons, and community power supply service units The influence value of the number of resources on the traffic volume, predict the traffic load, and control the switch of the shunt switch according to the prediction result;
[0061] The IVR automatic voice response modul...
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