CN105827877A - IVR (Interactive Voice Response) platform based service processing method and IVR platform - Google Patents

Abstract

The embodiment of the invention discloses an IVR platform-based service processing method and the IVR platform. The embodiment of the present invention receives the call request sent by the terminal through the IVR platform, establishes a call link with the terminal according to the call request, receives the voice data sent by the terminal through the call link, performs voice recognition on the voice data to obtain text data, and combines the text data with the The set keyword is matched, and if the keyword is matched according to the text data, the business operation instruction corresponding to the matched keyword is executed; wherein, each keyword corresponds to a corresponding business operation instruction; the embodiment of the present invention Analyze the user's voice data through the IVR platform, and execute the corresponding business operation instructions according to the analysis results, without the need for the user to perform multiple operations, only need to send a simple voice instruction, so that the IVR can directly perform the corresponding menu service, easy to operate Simple, can effectively improve user satisfaction.

Description

A business processing method and IVR platform based on IVR platform

technical field

The invention relates to the field of communication technology, in particular to an IVR platform-based service processing method and the IVR platform.

Background technique

IVR (Interactive Voice Response, Interactive Voice Response), as the first front desk for customers to answer calls, can intelligently provide convenient and efficient self-service. After the customer establishes a call with the IVR platform, the IVR platform will automatically broadcast the voice menu, and the customer can gradually select the service menu he needs by pressing the buttons according to the content of the voice menu.

However, the existing IVR service has a great disadvantage, that is, the customer can only select layer by layer through the voice information broadcast by the IVR platform, and finally find and select the required service through various combination keys. Many customers will lose their position in the voice information broadcast by the IVR platform. Abandon automatic voice service and seek human service instead. Since human service agents are often very busy, customers will wait in line for a long time, which will greatly affect customer satisfaction. Moreover, in the existing voice interaction process, the user needs to click a physical button or a virtual button when sending a selection command, that is, the user needs to hold the mobile phone in front of the eyes from time to time so as to facilitate clicking the button to make a selection, and after the selection command is issued, the mobile phone needs to be moved in time. Putting it back to the ear to listen to the voice broadcast information of the next level, it is possible to select the final menu service after repeated times, which is not only inconvenient but also complicated.

Contents of the invention

The embodiment of the present invention provides a business processing method based on an IVR platform and an IVR platform, which are used to solve the problem that in the interaction process between the IVR platform and the terminal in the prior art, the customer using the terminal cannot smoothly select the IVR platform because the IVR platform is in an active position. technical issues of the service it requires.

A kind of business processing method based on IVR platform that the embodiment of the present invention provides, comprises:

The IVR platform receives the call request sent by the terminal, and establishes a call link with the terminal according to the call request;

The IVR platform receives the voice data sent by the terminal through the call link, performs voice recognition on the voice data to obtain text data;

The IVR platform matches the text data with the set keywords, and each keyword corresponds to a corresponding business operation instruction;

If the IVR platform matches a keyword according to the text data, it executes a service operation instruction corresponding to the matched keyword.

Preferably, the IVR platform matches keywords according to the text data, and after executing the business operation instructions corresponding to the matched keywords, further includes:

The IVR platform acquires a service execution result, converts the service execution result into voice data, and sends the voice data of the service execution result to the terminal through the call link.

Preferably, the IVR platform matches keywords according to the text data, and after executing the business operation instructions corresponding to the matched keywords, further includes:

The IVR platform acquires the service execution result, converts the service execution result into short message content, and sends the service execution result to the terminal in the form of a short message.

Preferably, after the IVR platform sends the voice data of the service execution result to the terminal, it further includes:

If the terminal is under the Wi-Fi connection or under the 4G network, the IVR platform sends the service execution result to the server in the form of multimedia information, so that the server sends the service end through the TCP/IP connection channel. The above service execution result is sent to the terminal.

Preferably, the IVR platform learns whether the terminal is connected to Wi-Fi or in a 4G network in the following manner:

The IVR platform queries the home location information of the terminal in the network registration side, and if the home location information carries an IP address, then it is determined that the terminal is under a Wi-Fi connection or in a 4G network.

The embodiment of the present invention provides an interactive voice response IVR platform, including:

The receiving module is used to receive the call request sent by the terminal and after the IVR platform establishes a call link with the terminal, receive the voice data sent by the terminal through the call link;

a connection module, configured to establish a call link with the terminal according to the call request;

The voice analysis module is used to perform voice recognition on the voice data to obtain text data; match the text data with the set keywords, and each keyword corresponds to a corresponding business operation instruction;

The processing module is configured to execute a business operation instruction corresponding to the matched keyword when the keyword is matched according to the text data.

Preferably, the processing module is also used for:

Acquiring a service execution result, converting the service execution result into voice data, and sending the voice data of the service execution result to the terminal through the call link.

Preferably, the processing module is also used for:

Acquiring the service execution result, converting the service execution result into short message content, and sending the service execution result to the terminal in the form of a short message.

Preferably, the processing module is also used for:

When the terminal is under the WIFI connection or under the 4G network, the service execution result is sent to the server in the form of multimedia information, so that the server sends the service execution result to the server through the TCP/IP connection channel the terminal.

Preferably, the processing module learns whether the terminal is connected to Wi-Fi or in a 4G network in the following manner:

The third response module queries the home location information of the terminal on the network registration side, and if the home location information carries an IP address, it determines that the terminal is connected to Wi-Fi or in a 4G network.

In the above embodiments of the present invention, the call request sent by the terminal is received by the IVR platform, and a call link is established with the terminal according to the call request; the IVR platform receives the voice data sent by the terminal through the call link, and the performing voice recognition on the voice data to obtain text data, and matching the text data with a set keyword, and if a keyword is matched according to the text data, executing a business operation instruction corresponding to the matched keyword; Wherein, each keyword corresponds to a corresponding service operation instruction; the embodiment of the present invention analyzes the voice data of the user through the IVR platform, and executes the corresponding service operation instruction according to the analysis result, without the need for the user to perform multiple operations, and only needs to send Simple voice instructions can make the IVR directly perform corresponding menu services, which is convenient and simple to operate and can effectively improve user satisfaction.

Description of drawings

Fig. 1 is a schematic flow chart of a service processing method based on an IVR platform provided by an embodiment of the present invention;

Fig. 2 is a schematic diagram of an IVR platform provided by an embodiment of the present invention.

detailed description

In order to make the purpose, technical solutions and advantages of the present invention clearer, the present invention will be further described in detail below in conjunction with the accompanying drawings. Obviously, the described embodiments are only some of the embodiments of the present invention, rather than all of them. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts belong to the protection scope of the present invention.

Fig. 1 is a schematic flow chart corresponding to a service processing method based on an IVR platform provided by an embodiment of the present invention, the method includes steps 101 to 104:

Step 101, the IVR platform receives the call request sent by the terminal, and establishes a call link with the terminal according to the call request;

Step 102, the IVR platform receives the voice data sent by the terminal through the call link, performs voice recognition on the voice data to obtain text data;

Step 103, the IVR platform matches the text data with the set keywords, and each keyword corresponds to a corresponding business operation instruction;

Step 104: If the IVR platform matches a keyword according to the text data, execute the service operation instruction corresponding to the matched keyword.

The embodiment of the present invention includes an IVR platform and at least one terminal, and the IVR platform is used to establish a call and interact with each terminal.

Specifically, in step 101, the terminal first sends a call request to the IVR platform, and after receiving the call request sent by the terminal, the IVR platform establishes a call link with the terminal according to the call request; after the call link is established, the IVR platform does not send Voice reminder, but waiting for the terminal to send voice data; in step 102, the IVR platform receives the voice data sent by the terminal through the call link, and converts it into text data, and analyzes the semantic meaning of the text data; In step 103, the keywords of setting are stored in the storage area of the IVR platform, and each keyword corresponds to a corresponding business operation instruction; the IVR platform matches the text data with the keywords of setting; in step 104, the IVR If the platform matches a keyword according to the text data, it executes a business operation instruction corresponding to the matched keyword.

For example, when the voice data sent by the user through the terminal is the voice command "I want to activate the caller ID service", the IVR platform will convert it into the corresponding text data, and according to the preset keywords, from the text data Key words such as "activate" and "caller ID" are extracted from the keyword, and the service desired by the user is analyzed according to the keyword; the service operation instruction corresponding to the extracted keyword is retrieved by the IVR platform, for example, " The service operation instruction corresponding to "open" and "caller ID" is the "activate caller ID" command, and then execute the business operation command to automatically activate the caller ID service of the user terminal number in the background, so that the user does not need to receive any redundant information Get the service you want directly.

In the embodiment of the present invention, during the conversation between the IVR platform and the user terminal, the user is the leading mode, and the way the user issues instructions is changed from the traditional click button to issue voice data instructions; the IVR platform receives the voice data sent by the user through the terminal Instructions, and analyze the voice data, identify the keywords, and execute the business operation instructions corresponding to the keywords according to the keywords, so as to prevent users from receiving too much useless information, save interaction time, and improve the efficiency of providing services to users .

Preferably, the IVR platform matches keywords according to the text data, and after executing the business operation instruction corresponding to the matched keywords, further includes: the IVR platform obtains the business execution result, and converts the business execution result sending the service execution result to the terminal in the form of a short message. For example, in the above-mentioned embodiment, the IVR platform executes the service operation instruction of opening the caller ID, and after automatically opening the caller ID service of the user terminal number in the background, the service execution result is converted into a short message content "Hello, dear user, you The caller ID service has been opened at **** (time), and the effective time is *****", and a short message is sent to the terminal.

Preferably, the IVR platform matches keywords according to the text data, and after executing the business operation instructions corresponding to the matched keywords, it further includes: the IVR platform acquires the business execution result, executes the business The result is converted into voice data, and the voice data of the service execution result is sent to the terminal through the call link. For example, in the above-mentioned embodiment, the IVR platform executes the service operation instruction of opening the caller ID, and after the caller ID service of the user terminal number is automatically opened in the background, the service execution result is converted into voice data "Hello, dear user. You activate the caller ID service, and the effective time is ****", and broadcast the voice data to the user using the terminal through the call link.

Further, after the IVR platform sends the voice data of the service execution result to the terminal, it further includes: if the terminal is connected to Wi-Fi or under a 4G network, the IVR platform executes the service The result is sent to the server in the form of multimedia information, so that the server sends the service execution result to the terminal through a TCP/IP connection channel.

In the embodiment of the present invention, the IVR platform can provide various business processes, such as package reservation, and can also provide various consulting services, such as telephone charge inquiry, flow inquiry, etc., and for each service, the IVR platform also stores information related to the The picture corresponding to the service, in which the specific service information provided by the service is listed in detail through graphics, text, tables, etc. When the terminal is under the Wi-Fi connection or under the 4G network, the IVR platform can send the picture corresponding to the service to the server in the form of multimedia information, so that the server will send the service through the TCP/IP connection channel. The picture is sent to the terminal, so that the user can obtain the query result more intuitively and specifically.

The following takes the inquiry of call charges as an example to make a specific explanation.

When the voice data sent by the user through the terminal is the voice command "I want to check the call charge", the IVR platform will convert it into the corresponding text data, and extract the " Query", "Call Charge" and other keywords, according to the keyword analysis, the service desired by the user is call charge query; the IVR platform retrieves the business operation instructions corresponding to the extracted keywords, such as "query", "call charge" The corresponding business operation command is the command of "call charge query", and then execute the business operation command to automatically inquire the used call charge and call charge balance of the user terminal number in the background, and automatically transfer the inquired used call charge and The call charge balance is voice broadcasted to the user terminal. When the terminal is under the Wi-Fi connection or under the 4G network, the IVR platform inquires out a picture corresponding to the call charge query service, the specific content of the picture includes the call charge and the balance of the call charge used by the user this month, and will query out The picture is sent to the base station that performs signal interaction with the terminal, so that the base station sends the picture to the terminal through the TCP/IP connection channel for visual display, which is convenient for users to view.

In the embodiment of the present invention, the IVR platform can determine whether the terminal is connected to Wi-Fi or not by querying the home location information of the terminal on the network registration side, if the home location information carries an IP address. On a 4G network. The specific judging process can be realized through the existing technology, and will not be repeated here.

In the above embodiments of the present invention, the call request sent by the terminal is received by the IVR platform, and a call link is established with the terminal according to the call request; the IVR platform receives the voice data sent by the terminal through the call link, and the performing voice recognition on the voice data to obtain text data, and matching the text data with a set keyword, and if a keyword is matched according to the text data, executing a business operation instruction corresponding to the matched keyword; Wherein, each keyword corresponds to a corresponding service operation instruction; the embodiment of the present invention analyzes the voice data of the user through the IVR platform, and executes the corresponding service operation instruction according to the analysis result, without the need for the user to perform multiple operations, and only needs to send Simple voice instructions can make the IVR directly perform corresponding menu services, which is convenient and simple to operate and can effectively improve user satisfaction.

For the above-mentioned method flow, the embodiment of the present invention also provides an IVR platform, and the specific content of the IVR platform can be implemented with reference to the above-mentioned method, and will not be repeated here.

Fig. 2 is a kind of IVR platform schematic diagram that the embodiment of the present invention provides, including:

The receiving module 201 is used to receive the call request sent by the terminal and after the IVR platform establishes a call link with the terminal, receive the voice data sent by the terminal through the call link;

A connection module 202, configured to establish a call link with the terminal according to the call request;

The voice analysis module 203 is used to perform voice recognition on the voice data to obtain text data; match the text data with the set keywords, and each keyword corresponds to a corresponding business operation instruction;

The processing module 204 is configured to execute a business operation instruction corresponding to the matched keyword when the keyword is matched according to the text data.

Preferably, the processing module 204 is also used for:

Acquiring a service execution result, converting the service execution result into voice data, and sending the voice data of the service execution result to the terminal through the call link.

Preferably, the processing module 204 is also used for:

Acquiring the service execution result, converting the service execution result into short message content, and sending the service execution result to the terminal in the form of a short message.

Preferably, the processing module 204 is also used for:

When the terminal is under the WIFI connection or under the 4G network, the service execution result is sent to the server in the form of multimedia information, so that the server sends the service execution result to the server through the TCP/IP connection channel the terminal.

Preferably, the processing module 204 learns whether the terminal is connected to Wi-Fi or in a 4G network in the following manner:

The third response module queries the home location information of the terminal on the network registration side, and if the home location information carries an IP address, it determines that the terminal is connected to Wi-Fi or in a 4G network.

As can be seen from the foregoing: the embodiment of the present invention receives the call request sent by the terminal through the IVR platform, and establishes a call link with the terminal according to the call request; the IVR platform receives the voice sent by the terminal through the call link Data, perform voice recognition on the voice data to obtain text data, and match the text data with the set keywords, if the keywords are matched according to the text data, then execute the corresponding business operation instruction; wherein, each keyword corresponds to a corresponding business operation instruction; the embodiment of the present invention analyzes the voice data of the user through the IVR platform, and executes the corresponding business operation instruction according to the analysis result, without the need for the user to carry out multiple For operation, only need to send a simple voice instruction, and the IVR can directly perform the corresponding menu service, which is convenient and simple to operate, and can effectively improve user satisfaction.

Those skilled in the art should understand that the embodiments of the present invention may be provided as methods or computer program products. Accordingly, the present invention can take the form of an entirely hardware embodiment, an entirely software embodiment, or an embodiment combining software and hardware aspects. Furthermore, the present invention may take the form of a computer program product embodied on one or more computer-usable storage media (including but not limited to disk storage, CD-ROM, optical storage, etc.) having computer-usable program code embodied therein.

The present invention is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the invention. It should be understood that each procedure and/or block in the flowchart and/or block diagram, and a combination of procedures and/or blocks in the flowchart and/or block diagram can be realized by computer program instructions. These computer program instructions may be provided to a general purpose computer, special purpose computer, embedded processor, or processor of other programmable data processing equipment to produce a machine such that the instructions executed by the processor of the computer or other programmable data processing equipment produce a An apparatus for realizing the functions specified in one or more procedures of the flowchart and/or one or more blocks of the block diagram.

These computer program instructions may also be stored in a computer-readable memory capable of directing a computer or other programmable data processing apparatus to operate in a specific manner, such that the instructions stored in the computer-readable memory produce an article of manufacture comprising instruction means, the instructions The device realizes the function specified in one or more procedures of the flowchart and/or one or more blocks of the block diagram.

These computer program instructions can also be loaded onto a computer or other programmable data processing device, causing a series of operational steps to be performed on the computer or other programmable device to produce a computer-implemented process, thereby The instructions provide steps for implementing the functions specified in the flow chart or blocks of the flowchart and/or the block or blocks of the block diagrams.

While preferred embodiments of the invention have been described, additional changes and modifications to these embodiments can be made by those skilled in the art once the basic inventive concept is appreciated. Therefore, it is intended that the appended claims be construed to cover the preferred embodiment as well as all changes and modifications which fall within the scope of the invention.

Obviously, those skilled in the art can make various changes and modifications to the present invention without departing from the spirit and scope of the present invention. Thus, if these modifications and variations of the present invention fall within the scope of the claims of the present invention and their equivalent technologies, the present invention also intends to include these modifications and variations.

Claims (10)

1. a method for processing business based on interactive voice response IVR platform, it is characterised in that the method includes:

IVR platform receives the call request that terminal sends, and sets up talking link according to described call request and described terminal；

Described IVR platform receives the speech data that described terminal is sent by described talking link, described speech data is carried out speech recognition and obtains text data；

Described text data is mated by described IVR platform with the keyword of setting, and each keyword is to there being corresponding business operating instructions；

If described IVR platform is according to described matches text data to keyword, the then business operating instructions corresponding to keyword performing and matching.

2. the method for claim 1, it is characterised in that described IVR platform, according to described matches text data to keyword, after the business operating instructions corresponding to keyword performing and matching, also includes:

Described IVR platform obtains service executing result, described service executing result is converted to speech data, and is sent the speech data of described service executing result by described talking link to described terminal.

3. the method for claim 1, it is characterised in that described IVR platform, according to described matches text data to keyword, after the business operating instructions corresponding to keyword performing and matching, also includes:

Described IVR platform obtains service executing result, and described service executing result is converted to short message content, sends described service executing result with short message form to described terminal.

4. method as claimed in claim 2 or claim 3, it is characterised in that described IVR platform, after described terminal sends the speech data of described service executing result, also includes:

Connect lower if described terminal is in Wi-Fi or is under 4G network, described service executing result is sent to service end in the way of multimedia messages by described IVR platform, so that described service executing result is sent to described terminal by TCP/IP interface channel by described service end.

5. method as claimed in claim 4, it is characterised in that described IVR platform knows whether described terminal is in Wi-Fi connection time or is in 4G network in the following manner:

The homing position information of terminal described in described IVR platform inquiry network registration side, if carrying IP address in described homing position information, it is determined that described terminal is in Wi-Fi and connects lower or be in 4G network.

6. an interactive voice response IVR platform, it is characterised in that including:

Receiver module, for receiving the call request of terminal transmission and after IVR platform and described terminal set up talking link, receives the speech data that described terminal is sent by described talking link；

Link block, for setting up talking link according to described call request and described terminal；

Speech analysis module, obtains text data for described speech data is carried out speech recognition；Being mated with the keyword of setting by described text data, each keyword is to there being corresponding business operating instructions；

Processing module, is used in the case of according to described matches text data to keyword, the business operating instructions corresponding to keyword performing and matching.

7. IVR platform as claimed in claim 6, it is characterised in that described processing module is additionally operable to:

Obtain service executing result, described service executing result is converted to speech data, and is sent the speech data of described service executing result by described talking link to described terminal.

8. IVR platform as claimed in claim 6, it is characterised in that described processing module is additionally operable to:

Obtain service executing result, described service executing result is converted to short message content, send described service executing result with short message form to described terminal.

9. IVR platform as claimed in claim 7 or 8, it is characterised in that described processing module is additionally operable to:

It is under WIFI connects in described terminal or is under 4G network, described service executing result being sent to service end in the way of multimedia messages, so that described service executing result is sent to described terminal by TCP/IP interface channel by described service end.

10. IVR platform as claimed in claim 9, it is characterised in that described processing module knows whether described terminal is in Wi-Fi connection time or is in 4G network in the following manner:

The homing position information of terminal described in described 3rd respond module inquiry network registration side, if carrying IP address in described homing position information, it is determined that described terminal is in Wi-Fi and connects lower or be in 4G network.