Intelligence Solution

Figure 1 Intelligence solution

The core module of the CEC intelligence solution is OIAP, which has the online script flow orchestration capability and natural language recognition engine. After the text is sent to the OIAP, the OIAP can implement semantic understanding and response capabilities of the chatbot based on the configured recognition and script templates.

In addition, the intelligence capability can be used as a supplement to other features to implement the intelligent assistance capability.

Examples are as follows:

• The intelligent IVR and traditional IVR can switch to each other using the call transfer diagram element. In this way, the traditional IVR can switch to the IVN by pressing keys.
• After the ASR is enabled and the intelligent agent assistant works with the chatbot script flows configured on the intelligent IVR, script guidance, knowledge recommendation, and sensitive word notification can be implemented during communication between agents and users.
• During channel configuration, the chatbot script flows configured on the intelligent IVR side are used to implement the interaction between the text chatbot and customers. The text chatbot can be switched to an agent at any time.