【作者】 彭涛；

【导师】 杨柳； 李本望；

【作者基本信息】 四川大学 ， 软件工程， 2004， 硕士

【摘要】 SALT(Speech Application Language Tags，语音应用标记语言)是一种能为用户与电子设备间的交互提供新方法且独立平台的标记语言，可用于创建经由语音平台接入的应用系统。IVR系统是交互式语音应答(InteractiveVoice Response)系统，它可以独立地提供语音、传真服务，完成语音处理及播放、传真的接收和发送，相关业务流程的解释及运行等。 本论文基于SALT技术的特点，考虑将其应用于呼叫中心的主体IVR系统开发中，我们设计了Contacts系统，本系统的功能在现有基础上得到进一步扩展，提供更为快捷、自然的交互式服务方式。在这个系统中，引入了SALT技术，也就是引入了语音接口，使功能更完善，其中我完成了Phone Service功能模块、Prompt数据库以及系统的可扩展性部分。 本论文分为六章，第一章简单介绍了本课题的研究内容；第二章介绍了与本设计相关的技术知识；第三章介绍了基于SALT的IVR系统的优势：第四章介绍了基于SALT的IVR系统的总体设计及模块划分：第五章详细介绍了系统中Phone Service功能模块的实现以及系统的可扩展性，此功能模块为用户提供了一种通讯服务，其主要功能是确定联系人及其电话，并进行呼叫，可扩展性使系统能够即时更新联系人资料：第六章详细介绍了Prompt数据库。 本论文通过建立一个基于SALT的IVR系统，对IVR、SALT、语音技术及其综合应用进行了较为深入的研究。本文是基于新兴的SALT技术，该系统具有先进、开放、友好和稳定可靠等特点，具有较广阔的应用前景。更多还原

【Abstract】 SALT(Speech Application Language Tags) is a markup language that is able to offer new method aimed to solve the interactive problem between user and electric equipment and independent of platform, it is used for creating the newly application system that is cutover through speech platform. IVR system is Interactive Voice Response system, it can not only provide voice and fax services, but also deal with voice processing, fax sending or receiving, and the relative explanation and operation of business flow.According to the characteristic of SALT technique, this paper is considered to apply the SALT in the development of the call center of IVR system, we design the Contacts system, the function of this system has expanded further, and so it can provide more quick and more natural interactive service style. We lead SALT technique into this system, that is lead speech interface into it, and it can make function more satisfactory, and I accomplish the Phone Service function Model Block、 Prompt database and the expansibility of this system.This article include six chapters, the first chapter simply introduce the research contents of this subject; the second chapter introduce the technical knowledge related to this design (IVR system, voice signal processing technique and SALTtechnique); the third chapter introduce the prepotence of IVR system based on SALT ; the fourth chapter introduce the gross design of IVR system based on SALT and Model block divided; the fifth chapter introduce the implementation of Phone Service function Model Block and the expansibility of this system in details, this function Model Block offer communication service to user, and the key function of it is to confirm the contact name and his telephone, and then call him, the expansibility can let the system to renew contact database timely; the sixth chapter introduce Prompt database.Through establishing a IVR system based on SALT (small-sized query call center), this paper has made a deep research on IVR, SALT, voice technique and their comprehensive application. With using the newly SALT technique, the system is ensured that it has wide application foreground with the characteristic of advancement, open, friendliness, stability and reliability etc.更多还原