基于95598大话务的ivr智能系统应急话务路由过滤方法

IVR intelligent system emergency telephone traffic route filtering method based on 95598 large telephone traffic

Abstract

本发明涉及一种基于95598大话务的IVR智能系统应急话务路由过滤方法,应急话务路由过滤方法包括以下的步骤:1)地区话务量预警和2)IVR过滤话务功能及短信发送。本发明由于采用了上述的技术方案,供电服务中心通过分析突发事件下95598话务蜂拥的强度、地域和业务的特征,提出基于实时话务的电网突发事件自动判断分析方法,基于构建自适应于电网突发事件的智能话务路由算法,采用经典自适应控制方法,并通过历史数据进行模拟计算和分析,研究出实用性强的、智能的可自适应电网突发事件的话务路由控制算法。
The invention relates to an IVR intelligent system emergency telephone traffic route filtering method based on 95598 large telephone traffic. The emergency telephone traffic route filtering method comprises the steps of region telephone traffic early warning, IVR telephone traffic filtering and short message sending. According to the technical scheme, by analyzing the intensity and region of 95598 telephone traffic rush and the characteristics of services in emergencies, a power supply service center puts forward a method for achieving automatic judgment and analysis of power grid emergencies based on real-time telephone traffic; by constructing the intelligent telephone traffic routing algorithm self-adapted to the power grid emergencies, adopting a classical self-adaptation control method and carrying out analog computation and analysis through historical data, the intelligent telephone traffic routing control algorithm which is high in practicability and capable of being self-adapted to the power grid emergencies is studied out.

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