CN105338204A - Interactive voice response method and device - Google Patents
Interactive voice response method and device Download PDFInfo
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- CN105338204A CN105338204A CN201410401919.1A CN201410401919A CN105338204A CN 105338204 A CN105338204 A CN 105338204A CN 201410401919 A CN201410401919 A CN 201410401919A CN 105338204 A CN105338204 A CN 105338204A
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- 238000006243 chemical reaction Methods 0.000 claims description 3
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Classifications
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
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Abstract
The invention provides an interactive voice response method and a device and solves a problem that an IVR mode in the prior art is not convenient for a user to use. The interactive voice response method comprises steps that, voice information inputted by the user is received; business information is acquired according to the received voice information; and voice response is carried out according to the business information. Through the method, an IVR response flow can be directly carried out according to the voice of the user, user operation is reduced, and user experience is improved.
Description
Technical field
The present invention relates to communication technical field, particularly relate to a kind of interactive voice response method and device.
Background technology
At present, at IVR (InteractiveVoiceResponse, interactive voice response) flow process application in, when user dial service calls ask for help time, be generally user according to voice message, select different service by button, but, the menu option that this mode can provide is limited, makes user have to, after which menu option is the problem differentiating required consulting belong to, to select button.Meanwhile, menu option level is comparatively complicated, even if user is after listening to complicated menu option, also might not obtain the menu option corresponding with the problem that its needs are seeked advice from.And when user uses mobile phone dialing customer service number, must continually by mobile phone from taking away in one's ear so that according to voice instruction carry out button, this adds operating time and the fussy degree of user undoubtedly, causes user to use inconvenience.
Summary of the invention
The invention provides a kind of interactive voice response method and device, be not easy to the problem of user's use in order to solve IVR mode of the prior art.
According to an aspect of the present invention, provide a kind of interactive voice response method, comprising: the voice messaging receiving user's input; Business information is obtained according to the voice messaging received; Voice answer-back is carried out according to business information.
Wherein, obtain business information according to the voice messaging received and comprise: when comprising class of business information and service parameter in the voice messaging received, obtain class of business information and service parameter; When only comprising class of business information in the voice messaging received, the class of business information of acquisition.
Wherein, obtain business information according to the voice messaging received to comprise: the voice messaging received is converted into Word message; And business information is extracted from Word message.
Wherein, from Word message, extract business information to comprise: Word message is split as multiple phrase; Mating splitting the multiple phrase obtained with the class of business information pre-set, obtaining class of business information; Carrying out semantic analysis to splitting the multiple phrases obtained, detecting whether comprise service parameter, when comprising, obtaining corresponding service parameter.
Wherein, carry out voice answer-back according to business information and comprise: according to the corresponding relation of the menu nodes pre-set and class of business information, determine the menu nodes corresponding with class of business information in business information; Voice answer-back is carried out according to the menu nodes determined, or, when comprising service parameter in the business information obtained, carry out voice answer-back according to the menu nodes determined in conjunction with service parameter.
Above-mentioned menu nodes type comprises main menu node and the subordinate's business tine submenu node for the treatment of main menu node.
According to another aspect of the present invention, provide a kind of interactive voice response device, comprising: receiver module, for receiving the voice messaging of user's input; Acquisition module, for obtaining business information according to the voice messaging received; Responder module, for carrying out voice answer-back according to business information.
Wherein, above-mentioned acquisition module comprises: the first acquiring unit, during for comprising class of business information and service parameter in the voice messaging received, obtains class of business information and service parameter; Second acquisition unit, during for only comprising class of business information in the voice messaging received, the class of business information of acquisition.
Wherein, above-mentioned acquisition module comprises: conversion unit, for the voice messaging received is converted into Word message; Extraction unit, for and from Word message, extract business information.
Wherein, extraction unit specifically for, Word message is split as multiple phrase; Mating splitting the multiple phrase obtained with the class of business information pre-set, obtaining class of business information; Carrying out semantic analysis to splitting the multiple phrases obtained, detecting whether comprise service parameter, when comprising, obtaining corresponding service parameter.
Wherein, responder module comprises: determining unit, for the corresponding relation according to the menu nodes pre-set and class of business information, determines the menu nodes corresponding with class of business information in business information;
Response unit, for carrying out voice answer-back according to the menu nodes determined, or, when comprising service parameter in the business information obtained, carry out voice answer-back according to the menu nodes determined in conjunction with service parameter.
Wherein, above-mentioned menu nodes type comprises main menu node and the subordinate's business tine submenu node for the treatment of main menu node.
The scheme that the embodiment of the present invention provides, voice messaging according to user's input obtains business keyword, carries out voice answer-back according to business keyword, achieves and directly carries out according to user speech the object that IVR replys flow process, decrease user operation, improve Consumer's Experience.
Accompanying drawing explanation
Fig. 1 is the flow chart of the interactive voice response method that the embodiment of the present invention provides;
Fig. 2 is the flow chart of a kind of preferred interactive voice response method of the embodiment of the present invention;
Fig. 3 is the flow chart of the preferred interactive voice response method of another kind of the embodiment of the present invention;
Fig. 4 is the structured flowchart of the interactive voice response device of the embodiment of the present invention.
Embodiment
For further setting forth the present invention for the technological means reaching predetermined object and take and effect, below in conjunction with accompanying drawing and preferred embodiment, the present invention is described in detail as after.
Fig. 1 is the flow chart of the interactive voice response method that the embodiment of the present invention provides.As shown in Figure 1, the method comprises the following steps:
Step 101: the voice messaging receiving user's input;
Step 102: obtain business information according to the voice messaging received;
In this step 102, obtain business information according to the voice messaging received and specifically can comprise: when comprising class of business information and service parameter in the voice messaging received, obtain class of business information and service parameter; When only comprising class of business information in the voice messaging received, the class of business information of acquisition, particularly, can for the voice messaging received be converted into Word message; Business information is extracted from Word message.The step voice messaging received being converted into Word message specifically can by ASR (AutomaticSpeechRecognition, automatic speech recognition) voice messaging received is converted into Word message by module, it should be noted that, by ASR module, the voice messaging received is transformed to a kind of optimal way being only the embodiment of the present invention, particularly, by the speech recognition software existed in currently available technology, the voice messaging received can also be converted into Word message, such as, Android speech recognition software iris.
Secondly, business information comprises class of business information and service parameter, and the step extracting business information from Word message specifically can comprise following process:
Word message is split as multiple phrase; Mating splitting the multiple phrase obtained with the class of business information pre-set, obtaining class of business information; Carrying out semantic analysis to splitting the multiple phrases obtained, detecting whether comprise service parameter, when comprising, obtaining corresponding service parameter.Wherein, there is the phrase identical with class of business information if split in the multiple phrases obtained, then show that the match is successful.Wherein, class of business information bank comprises the class of business name of the information for representing different business kind pre-set, such as, and the keyword of network traffics set meal or note set meal, telephone expenses set meal.Meanwhile, service parameter is the parameter information relevant to the business that user asks, and such as, user needs to obtain the calling charge information in a period of time, then this period of time is the parameter information relevant to business.
Step 103: carry out voice answer-back according to business information.
This step 103 specifically can comprise following process:
According to the corresponding relation of the menu nodes pre-set and class of business information, determine the menu nodes corresponding with class of business information in business information; Voice answer-back is carried out according to the menu nodes determined, or, when comprising service parameter in the described business information obtained, carry out voice answer-back according to the menu nodes determined in conjunction with described service parameter.It should be noted that, in the Word message that the voice of user's input are changed, may only comprise class of business information, at this moment the class of business information corresponding with menu nodes can only be got, at this moment only carry out replying according to class of business information, namely the menu nodes that Call Center Platform can be corresponding according to class of business information, forwards current I VR flow process to corresponding menu nodes, proceeds voice answer-back.
The menu nodes of above-mentioned indication, be the physical node for the treatment of different business or different affairs, class of business information and the menu nodes that pre-sets are after the match is successful, the nodes encoding of menu nodes can be sent to Call Center Platform, that is, menu nodes can be identified with menu nodes coding.Wherein, above-mentioned menu nodes specifically can comprise main menu node and submenu node, and submenu node is for the treatment of subordinate's business tine of main menu node; Based on this, carry out voice answer-back according to business information and specifically can comprise following process:
When the menu nodes that class of business information is corresponding is main menu node, enter main menu IV flow process, namely play main menu navigation sound, wait for that user inputs voice further and carries out confirming or selecting;
When the menu nodes that class of business information is corresponding is submenu node, jump to submenu IVR flow process, play submenu navigation sound, wait for that user inputs voice further and carries out confirming or selecting.
Fig. 2 is the flow chart of a kind of preferred interactive voice response method of the embodiment of the present invention.Below from user by client and Call Center Platform come alternately the method is described in detail:
Step 201: user dials IVR access code by client;
Step 202: Call Center Platform performs the IVR operation flow in IVR process module after receiving user's request, plays voice message user;
Step 203: user says the voice content needing consulting;
Step 204: Call Center Platform is called ASR and the voice content of user is converted into content of text, i.e. Word message;
Step 205: Call Center Platform is called semantic module and analyzed content of text, and return result to IVR, this result comprises business information, business information comprises again class of business information and service parameter, it should be noted that, the semantic module that this place relates to can, for having the hardware module of hardware configuration, also can be software module;
Step 206:IVR carries out next step flow processing according to the result from Call Center Platform received, such as play menu node or carry out corresponding Business Processing;
Step 207: judged whether class of business information and default menu nodes codes match, if not, proceeded to step 208, if so, proceed to step 209
Step 208: return default erroneous menu nodes encoding;
Step 209: return corresponding menu nodes coding.
Fig. 3 is the flow chart of the preferred interactive voice response method of another kind of the embodiment of the present invention, the difference of flow process shown in this flow process and above-mentioned Fig. 2 is, this flow process specifically comprises the voice messaging determination menu nodes coding that Call Center Platform inputs according to user, and by the concrete steps of specifying menu nodes to continue IVR flow process:
Step 301: after customers dial IVR access code, system plays main menu navigation sound, what such as: " good morning, and having may I ask can help you "?
Step 302: client says and thinks business to be processed, such as client answer " telephone expenses inquire about ... "If client does not make speech response, then perform step 303; If class of business information and large class service menu node, that is, the codes match success of main menu node, same execution step 303;
Call Center Platform collects the voice of client, ASR is converted into content of text voice content, i.e. text message, Call Center Platform is called semantic module and is analyzed content of text, obtain business information, use the class of business information in the business information obtained to encode with default menu nodes and mate.
Step 303: if class of business information and large class service menu node, namely, the codes match success of main menu node, then system plays large class menu setecting prompt tone, after user carries out voice selecting according to prompt tone, Call Center Platform receives the voice of user, jumps to step 302 and proceeds the judgement of Menu Type node.Then according to judged result playing alert tones, such as, " good, xxx business packet contains yyy and zzz, may I ask and select which business? "
Step 304: if class of business key matches submenu nodes encoding, then Call Center Platform carries out pre-set business logical process, and carry out voice message user confirmation, jump to step 302 after user speech input and carry out menu nodes judgement, if after execution of step 304, user continues to input voice, then jump to step 302, continue to carry out speech analysis to the voice of user's input, if same user does not make any voice answer-back, then return step 303, continue to play main menu voice.
In step 304, submenu node can be the process for business handling, inquiry etc., if the class of business information that the voice messaging of user's input is obtained by ASR semantic module is mated with the submenu nodes encoding preset, then can directly jump in the IVR flow process of submenu, play submenu navigation speech, user can be removed like this from need to select successively from main menu, needed for the unnecessary operation made.Based on this, need to arrange the corresponding relation of submenu nodes encoding and class of business information in the menu nodes coding pre-set and the matching relationship of class of business information, so namely, can be implemented in after user directly inputs the statement comprising submenu voice, IVR flow process directly can jump to the flow process of specifying submenu node, enormously simplify the operation of user.
Step 305: if the class of business information obtained does not match any menu nodes coding, then semantic module returns default erroneous menu coding, Call Center Platform points out the prompt tone of input voice mistake to user, and system enters next handling process.
Fig. 4 is the structured flowchart of the interactive voice response device of the embodiment of the present invention.As shown in Figure 4, this device 40 comprises following part:
Receiver module 41, for receiving the voice messaging of user's input;
Acquisition module 42, for obtaining business information according to the voice messaging received;
Responder module 43, for carrying out voice answer-back according to business information.
Above-mentioned acquisition module 42 specifically can comprise: the first acquiring unit, during for comprising class of business information and service parameter in the voice messaging received, obtains class of business information and service parameter; Second acquisition unit, during for only comprising class of business information in the voice messaging received, the class of business information of acquisition.
Above-mentioned acquisition module 42 can also comprise: conversion unit, for the voice messaging received is converted into Word message; Extraction unit, for and from Word message, extract business information.
Said extracted unit specifically may be used for, and Word message is split as multiple phrase; Mating splitting the multiple phrase obtained with the class of business information pre-set, obtaining class of business information; Carrying out semantic analysis to splitting the multiple phrases obtained, detecting whether comprise service parameter, when comprising, obtaining corresponding service parameter.
Above-mentioned responder module 43 specifically can comprise: determining unit, for the corresponding relation according to the menu nodes pre-set and class of business information, determines the menu nodes corresponding with class of business information in business information; Response unit, for carrying out voice answer-back according to the menu nodes determined, or, when comprising service parameter in the business information obtained, carry out voice answer-back according to the menu nodes determined in conjunction with service parameter.
Above-mentioned menu nodes type comprises main menu node and the subordinate's business tine submenu node for the treatment of main menu node.
The scheme that the embodiment of the present invention provides, according to the voice messaging of user's input, obtains business information, carries out voice answer-back according to business information, achieves and directly carries out according to user speech the object that IVR replys flow process, decrease user operation, improve Consumer's Experience.
By the explanation of embodiment, should to the present invention for the technological means reaching predetermined object and take and effect be able to more deeply and concrete understanding, but appended diagram be only to provide with reference to and the use of explanation, be not used for being limited the present invention.
Claims (12)
1. an interactive voice response method, is characterized in that, comprising:
Receive the voice messaging of user's input;
Business information is obtained according to the voice messaging received;
Voice answer-back is carried out according to described business information.
2. method according to claim 1, is characterized in that, obtains business information comprise according to the voice messaging received:
When comprising class of business information and service parameter in the voice messaging received, obtain class of business information and service parameter;
When only comprising class of business information in the voice messaging received, the class of business information of acquisition.
3. method according to claim 1, is characterized in that, obtains business information comprise according to the voice messaging received:
The voice messaging received is converted into Word message;
And business information is extracted from described Word message.
4. method according to claim 3, is characterized in that, described business information of extracting from Word message comprises:
Described Word message is split as multiple phrase;
Mating splitting the multiple phrase obtained with the class of business information pre-set, obtaining class of business information;
Carrying out semantic analysis to splitting the multiple phrases obtained, detecting whether comprise business parameters data, when comprising, obtaining corresponding business parameters data.
5. method according to claim 2, is characterized in that, carries out voice answer-back comprise according to described business information:
According to the corresponding relation of the menu nodes pre-set and class of business information, determine the menu nodes corresponding with class of business information in described business information;
Described menu nodes according to determining carries out voice answer-back, or, when comprising service parameter in the described business information obtained, carry out voice answer-back according to the menu nodes determined in conjunction with described service parameter.
6. method according to claim 5, is characterized in that, the type of described menu nodes comprises the submenu node of main menu node and the subordinate's business tine for the treatment of described main menu node.
7. an interactive voice response device, is characterized in that, comprising:
Receiver module, for receiving the voice messaging of user's input;
Acquisition module, for obtaining business information according to the voice messaging received;
Responder module, for carrying out voice answer-back according to described business information.
8. device according to claim 7, is characterized in that, described acquisition module comprises:
First acquiring unit, during for comprising class of business information and service parameter in the voice messaging received, obtains class of business information and service parameter;
Second acquisition unit, during for only comprising class of business information in the voice confidence received, the class of business information of acquisition.
9. device according to claim 7, is characterized in that, described acquisition module comprises:
Conversion unit, for being converted into Word message by the voice messaging received;
Extraction unit, for and from described Word message, extract business information.
10. device according to claim 9, is characterized in that, described extraction unit specifically for,
Described Word message is split as multiple phrase;
Mating splitting the multiple phrase obtained with the class of business information pre-set, obtaining class of business information;
Carrying out semantic analysis to splitting the multiple phrases obtained, detecting whether comprise business parameters data, when comprising, obtaining corresponding business parameters data.
11. devices according to claim 8, is characterized in that, described responder module comprises:
Determining unit, for the corresponding relation according to the menu nodes pre-set and class of business information, determines the menu nodes corresponding with class of business information in described business information;
Response unit, for carrying out voice answer-back according to the described menu nodes determined, or, when comprising service parameter in the described business information obtained, carry out voice answer-back according to the menu nodes determined in conjunction with described service parameter.
12. devices according to claim 11, is characterized in that, the type of described menu nodes comprises the submenu node of main menu node and the subordinate's business tine for the treatment of described main menu node.
Priority Applications (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201410401919.1A CN105338204A (en) | 2014-08-15 | 2014-08-15 | Interactive voice response method and device |
| PCT/CN2014/090167 WO2015154447A1 (en) | 2014-08-15 | 2014-11-03 | Method and apparatus for interactive voice response |
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| Application Number | Priority Date | Filing Date | Title |
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| CN201410401919.1A CN105338204A (en) | 2014-08-15 | 2014-08-15 | Interactive voice response method and device |
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| CN105338204A true CN105338204A (en) | 2016-02-17 |
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| WO (1) | WO2015154447A1 (en) |
Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| WO2019091025A1 (en) * | 2017-11-07 | 2019-05-16 | 平安科技（深圳）有限公司 | A user report processing method, device electronic device and medium |
| CN111031185A (en) * | 2019-12-19 | 2020-04-17 | 易谷网络科技股份有限公司 | Agent allocation method based on artificial intelligence navigation and related device |
| CN111355853A (en) * | 2020-03-17 | 2020-06-30 | 集奥聚合(北京)人工智能科技有限公司 | Call center data processing method and device |
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| CN105516520B (en) * | 2016-02-04 | 2018-09-18 | 平安科技（深圳）有限公司 | A kind of interactive voice answering device |
| CN108418978B (en) * | 2018-02-12 | 2020-06-19 | 平安科技（深圳）有限公司 | Dynamic route control method, device, computer equipment and storage medium |
| CN113990305B (en) * | 2020-07-27 | 2025-01-07 | 广东美的厨房电器制造有限公司 | A voice interaction method, device and equipment |
| CN113223518B (en) * | 2021-04-16 | 2024-03-22 | 讯飞智联科技(江苏)有限公司 | Human-computer interaction method of edge computing gateway based on AI voice analysis |
| CN116668590B (en) * | 2023-05-30 | 2025-03-04 | 中电金信软件有限公司 | Business processing method and device |
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- 2014-11-03 WO PCT/CN2014/090167 patent/WO2015154447A1/en active Application Filing
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| CN101431573B (en) * | 2007-11-08 | 2013-02-20 | 上海撼世网络科技有限公司 | Method and equipment for implementing automatic customer service through human-machine interaction technology |
| CN102369568A (en) * | 2009-02-03 | 2012-03-07 | 索夫特赫斯公司 | Systems and methods for interactively accessing hosted services using voice communications |
Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
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| WO2019091025A1 (en) * | 2017-11-07 | 2019-05-16 | 平安科技（深圳）有限公司 | A user report processing method, device electronic device and medium |
| CN111031185A (en) * | 2019-12-19 | 2020-04-17 | 易谷网络科技股份有限公司 | Agent allocation method based on artificial intelligence navigation and related device |
| CN111355853A (en) * | 2020-03-17 | 2020-06-30 | 集奥聚合(北京)人工智能科技有限公司 | Call center data processing method and device |
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| WO2015154447A1 (en) | 2015-10-15 |
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