WO2018227768A1 - Method, apparatus and device for managing ivr incoming line and computer readable storage medium - Google Patents

Abstract

The embodiment of the present invention provides a method, apparatus and device for managing an IVR incoming line, and a computer readable storage medium. The method comprises: identifying a user level according to an incoming phone number of the user; determining whether the user selects a service; if the user selects a service, acquiring the service type; if it is received that the user requires transferring to manual service, determining whether the transferring requirement of the user satisfies a preset condition, the preset condition comprising that the user level is a high level or the service type is an emergency service type; if the transferring requirement of the user satisfies the present condition, transferring the incoming line of the user to manual service; and otherwise recommending the incoming line of the user into self-service. According to the embodiment of the present invention, the incoming line of a user is, according to different user levels and a service type selected by the user, transferred to manual service or recommended into self-service, thus improving processing efficiency of the IVR incoming line and user experience.

Description

 Method, device, device and computer readable storage medium for managing IVR incoming line

This application claims the priority of the Chinese Patent Application filed on June 15, 2017, the Chinese Patent Office, Application No. 201710452370.2, entitled "A Method, Apparatus and Apparatus for Managing IVR Incoming Lines", the entire contents of which are incorporated by reference. Combined in this application.

Technical field

The present invention relates to the field of information processing technologies, and in particular, to a method, an apparatus, a device, and a computer readable storage medium for managing an IVR incoming line.

Background technique

Current mainstream interactive voice response (Interactive Voice) Response, referred to as IVR) hotline, it is difficult for users to get manual services when entering the line, on the other hand, the agent is in a high-load working state. With the increase in business volume, the increase in business complexity, and the increase in the cost of seating labor, the contradiction between the two is becoming more and more prominent. At present, the general IVR incoming line to manual flow control logic is blunt, and the same flow control is adopted for different services, different user types, and different time periods. The processing efficiency of the IVR incoming line is low, and the user experience is poor.

Summary of the invention

The embodiments of the present invention provide a method, an apparatus, a device, and a computer readable storage medium for managing an IVR incoming line, which are designed to improve the processing efficiency of the IVR incoming line and improve the user experience.

In a first aspect, an embodiment of the present invention provides a method for managing an IVR incoming line, where the method includes:

Identifying the level of the user according to the phone number when the user enters the line, and the level of each user division includes at least a high level;

Determining whether the user chooses to have a service;

If the user selects to have a service, obtain the type of the service;

If the user requests the transfer of the manual service, and determines whether the transfer request of the user meets the preset condition, the preset condition includes: the level of the user is a high level or the type of the service is an emergency service. ;

If the transfer request of the user meets the preset condition, the manual service is forwarded to the user's incoming line; otherwise, the self-service is recommended for the user's incoming line for interception.

In a second aspect, an embodiment of the present invention provides an apparatus for managing an IVR incoming line, the apparatus comprising:

An identification unit, configured to identify a level of the user according to a phone number when the user enters the line, and at least a high level is included in each user-divided level;

a determining unit, configured to determine whether the user selects to have a service;

An obtaining unit, configured to acquire a type of the service if the user selects a service;

The determining unit is further configured to: if it is received by the user that the manual service is requested, determine whether the transfer request of the user meets a preset condition, where the preset condition includes: the level of the user is a high level or The type of the service is an emergency service;

The management unit is configured to: if the transfer request of the user meets the preset condition, transfer the manual service to the user's incoming line; otherwise, the self-service is recommended for the user's incoming line to intercept.

In a third aspect, an embodiment of the present invention further provides an apparatus for managing an IVR incoming line, where the apparatus includes a memory, and a processor connected to the memory;

The memory is configured to store and store program data for implementing an IVR incoming line;

The processor is configured to run program data stored in the memory to perform the following steps:

Identifying the level of the user according to the phone number when the user enters the line, and the level of each user division includes at least a high level;

Determining whether the user chooses to have a service;

If the user selects to have a service, obtain the type of the service;

If the user requests the transfer of the manual service, and determines whether the transfer request of the user meets the preset condition, the preset condition includes: the level of the user is a high level or the type of the service is an emergency service. ;

If the transfer request of the user meets the preset condition, the manual service is forwarded to the user's incoming line; otherwise, the self-service is recommended for the user's incoming line for interception.

In a fourth aspect, an embodiment of the present invention further provides a computer readable storage medium storing one or more programs, the one or more programs being executable by one or more processors Executed to implement the method described in the first aspect above.

In the embodiment of the present invention, when the user enters the line, the user is forwarded to the manual service or the user for the user's incoming line, according to different levels of the user, the area where the user is located, the type of the service selected by the user, and whether the current time is the peak of the traffic. Self-service is recommended for the incoming line, which improves the processing efficiency of the IVR incoming line and enhances the user experience.

DRAWINGS

In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the drawings used in the description of the embodiments will be briefly described below. It is obvious that the drawings in the following description are some embodiments of the present invention. For the ordinary technicians, other drawings can be obtained based on these drawings without any creative work.

1 is a schematic flowchart of a method for managing an IVR incoming line according to an embodiment of the present invention;

2 is a schematic flowchart of a method for managing an IVR incoming line according to another embodiment of the present invention;

FIG. 3 is a schematic flowchart of a recommended self-service for a user's incoming line according to an embodiment of the present invention; FIG.

4 to FIG. 5 are schematic flowcharts of a method for managing an IVR incoming line according to another embodiment of the present invention;

FIG. 6 is a schematic block diagram of an apparatus for managing an IVR incoming line according to an embodiment of the present invention; FIG.

FIG. 7 is a schematic block diagram of an apparatus for managing an IVR incoming line according to another embodiment of the present invention; FIG.

FIG. 8 is a schematic block diagram of an apparatus for managing an IVR incoming line according to another embodiment of the present invention; FIG.

FIG. 9 is a schematic block diagram of an apparatus for managing an IVR incoming line according to an embodiment of the present invention.

detailed description

The technical solutions in the embodiments of the present invention are clearly and completely described in the following with reference to the accompanying drawings in the embodiments of the present invention. It is obvious that the described embodiments are a part of the embodiments of the present invention, but not all embodiments. All other embodiments obtained by those skilled in the art based on the embodiments of the present invention without creative efforts are within the scope of the present invention.

It will be understood that the terms "comprise" and "the" when used in the specification and the appended claims "Comprising" indicates the existence of the described features, integers, steps, operations, elements and/or components, but does not exclude the presence of one or more other features, integers, steps, operations, elements, components and/or combinations thereof Add to.

It should also be understood that the term "and / is used in the description of the invention and the appended claims. Or "" refers to any combination of one or more of the associated listed items and all possible combinations, and includes such combinations.

FIG. 1 is a schematic flowchart diagram of a method for managing an IVR incoming line according to an embodiment of the present invention. The method includes S101~S106.

S101: Identify a level of the user according to a phone number when the user enters the line, and at least a high level is included in each user-divided level. The user number of the phone number corresponding to the phone number is pre-stored in the IVR platform, and the user's rating is identified according to the phone number when the user enters the line.

S102. Determine whether the user selects to have a service. After the user enters the line, it is judged whether or not there is a service selected.

S103. If the user selects a service, obtain a type of the service. Among them, the types of business include emergency services such as auto insurance and loss reporting, as well as non-emergency services such as credit card consultation and insurance consulting. In other embodiments, the type of service may also be classified according to other classification rules.

S104: If the user is requested to transfer the manual service, determine whether the transfer request of the user meets the preset condition, where the preset condition includes: the level of the user is a high level or the type of the service is an emergency service. If the preset condition is met, S105 is performed; if the preset condition is not met, S106 is performed.

S105, for the user's incoming line transfer manual service. That is, if the user's level is a high level or the type of the service is an emergency service, it can be understood that, if one is satisfied, if the user requests to transfer the manual service, the manual service is transferred to the user's incoming line. In this way, when receiving a high-level user request to transfer the manual service, the manual service can be transferred in time, and if it is an emergency service, the emergency service can be responded to in time, and the efficiency of the IVR incoming line processing is improved, and the user experience is improved.

S106, recommend self-service for the user's incoming line to intercept. That is, if the user's level is not high and the type of the service is non-emergency, a self-service is recommended for the user's incoming line for interception. The interception is understood to mean that when the user requests to transfer the manual service, the manual service is not directly transferred to the user's incoming line, and other methods such as recommending self-service are used for interception. In order to meet the requirements of the user through self-service, the pressure on the agent can be alleviated to reduce the labor cost of the agent.

If the method of the user requests the transfer of the manual service, the method determines whether the transfer request of the user meets the preset condition, wherein the preset condition includes: the level of the user is a high level or the type of the service is an emergency service, if the The preset condition is to transfer the manual service for the user's incoming line. Otherwise, self-service is recommended for the user's incoming line for interception. The method embodiment provides a manual service for the user's incoming line or a self-service for the user's incoming line for different levels of the user and the type of the service selected by the user, thereby improving the processing efficiency of the IVR incoming line and improving the user's Experience.

FIG. 2 is a schematic flowchart diagram of a method for managing an IVR incoming line according to another embodiment of the present invention. The method includes S201~S207.

S201: Identify a level of the user according to a phone number when the user enters the line, and at least a high level is included in each user-divided level. The user number of the phone number corresponding to the phone number is pre-stored in the IVR platform, and the user's rating is identified according to the phone number when the user enters the line.

S202. Determine whether the user selects to have a service. After the user enters the line, it is judged whether or not there is a service selected.

S203. If the user selects a service, obtain a type of the service. Among them, the types of business include emergency services such as auto insurance and loss reporting, as well as non-emergency services such as credit card consultation and insurance consulting. In other embodiments, the type of service may also be classified according to other classification rules.

S204. If the user is requested to transfer the manual service, obtain the current time, the area where the user is located, and the incoming condition in the first preset number of times before the user enters the line. The area where the user is located may be identified according to the attribution of the user's incoming telephone number or the location of the terminal such as the mobile phone according to the telephone number. The user's area can be specific to the city, county, township, etc. The preset time may be half a day, one day, three days, etc., and the first preset number may be three times, four times, two times, and the like. Preferably, the preset time is one day, and the first preset number of times is three times.

S205: Determine whether the transfer request of the user meets a preset condition, where the preset condition includes: the level of the user is a high level or the type of the service is an emergency service or the current time is a non-traffic peak period or the user's area The service does not support interception or receives the user request transfer manual service in the first preset number of incoming routes. If the preset condition is met, S206 is performed; if the preset condition is not met, S207 is performed.

S206, for the user's incoming line transfer manual service. That is, if the user's level is a high level or the type of the service is an emergency service or the current time is a non-traffic peak period or the service in the area where the user is located does not support interception or in the first preset number of incoming lines Receiving the user request to transfer the manual service, it can be understood that as long as one is satisfied, if the user is requested to transfer the manual service, the manual service is transferred to the user's incoming line. Among them, by detecting whether there is an agent idle, if it is detected that there is an agent idle, it is understood to be a non-traffic peak period. Understandably, during the peak traffic phase, the agents are in a busy phase; in the non-traffic peak phase, there is a seat idle. The user requests the transfer manual service for the first preset number of incoming lines. For example, the user connects to the incoming line 3 times within one day before entering the line, and receives the user request for the transfer manual service 3 times. Regardless of whether the user is a high-level user, whether the type of service being processed is an emergency service, and whether the current time is a peak traffic phase, then the incoming line will transfer the manual service to the user to meet the needs of the user.

S207, recommend self-service for the user's incoming line to intercept. That is, if the user's level is not high and the type of the service is non-emergency and the current time is the peak traffic phase and the service in the user's area supports the interception and not in the first preset number of incoming lines. Upon receiving the user request to transfer the manual service, recommend self-service for the user's incoming line to intercept. The interception is understood to mean that when the user requests to transfer the manual service, the manual service is not directly transferred to the user's incoming line, and other methods such as recommending self-service are used for interception. Wherein, the first preset number of incoming lines does not receive the user requesting the transfer of the manual service, including that the user does not receive the incoming line within the preset time or the user incoming line does not reach the first preset number of times or the user enters The line does not require the transfer of the manual service or the user incoming line does not reach the first preset number of times and does not require the transfer of the manual service or the user incoming line reaches the first preset number of times but does not require the transfer of the manual service every time.

If the method of the foregoing method receives the user request to transfer the manual service, further obtain the current time, the area where the user is located, and the incoming line in the first preset number of times before the user enters the line, and determine the user's turn. Whether the request meets the preset condition, wherein the preset condition includes: the level of the user is a high level or the type of the service is an emergency service or the current time is a non-traffic peak stage or the service of the area where the user is located does not support interception or The user requests the transfer of the manual service in the first preset number of incoming lines. If the preset condition is met, the user's incoming line is forwarded to the manual service, otherwise the self-service is recommended for the user's incoming line for interception. The embodiment further considers whether the current time is busy, whether the service selected by the user in the user area supports interception, and the user's historical incoming line situation, and according to these situations, the user's current incoming line is processed correspondingly to improve The efficiency of IVR incoming line processing enhances the user experience.

In other embodiments, the preset condition includes that the level of the user is a high level or the type of the service is an emergency service, and the current time is a non-traffic peak period or the service of the user area does not support interception or One or two of the user requests for the transfer of the manual service are received in a predetermined number of incoming lines, and other factors may be included. If the preset condition is met, and the manual service is transferred to the user's incoming line, otherwise the self-service is recommended for the user's incoming line for interception.

FIG. 3 is a schematic diagram of a flow after the self-service is recommended for the user's incoming line for interception according to an embodiment of the present invention. The process includes S301-S308.

S301. Determine whether the user accepts self-service. If the user accepts the self-service, S302 is performed; if the user does not accept the self-service, S305 is performed.

S302: Import a corresponding IVR self-service process according to the service selected by the user.

S303. Determine whether the IVR self-service operation fails or whether the number of times the same input of the user is received reaches a second preset number of times. The second preset number is 2 times, 3 times, and the like. Preferably, the second preset number of times is two. If the IVR self-service operation fails or the number of times the same input by the user reaches the second preset number, S304 is performed. It can be understood that if the number of times the same input is received by the user reaches the second preset number, it indicates that the user's intentions are not correctly understood.

S304. If the user is requested to transfer the manual service, the manual service is transferred to the user's incoming line. The process ends.

S305, estimating the waiting time according to the current queue number. The estimated waiting time is obtained by multiplying the average service time of each person by the number of queues.

S306. The waiting time is broadcast to the user.

S307. Determine whether the number of times that the user's incoming line recommends self-service to intercept is up to a third preset number of times. The third preset number is 1 time, 2 times, 3 times, and the like. According to the specific situation, the specific values of the third preset number are not the same. If the current number of queues is very large, the estimated waiting time is very long, then the value of the third preset number may be changed from 1 to 2; if the user level is divided into multiple different levels, the third preset for different levels of users The number of times is also different. For example, the third preset number of times for the user of the next highest level is 1, and for the user of the lower level, the third preset number is 2. If the number of times the self-service is recommended for the user's incoming line to be intercepted does not reach the third preset number, S308 is performed; if the self-service is recommended for the user's incoming line, the number of interception reaches the third preset number, and S304 is performed. .

S308, recommend self-service for the user's incoming line to intercept. Next, S301 is executed.

In the above embodiment, after the user is recommended to use the self-service for interception, if the user accepts the self-service, the user selects the corresponding IVR self-service process according to the service selected by the user; if the user does not accept the self-service, the estimated waiting time is broadcast. For the user, it is recommended to use the self-service process for the user's incoming line. If the IVR self-service operation fails or the number of times the user receives the same input exceeds the second preset number, if the user requests the transfer of the manual service, the manual service is forwarded to the user's incoming line; if the user's incoming line is recommended to use the self-service process The number of interceptions exceeds the third preset number. If the user is requested to transfer the manual service, the manual service is forwarded to the user's incoming line. This embodiment further improves the processing efficiency of the IVR incoming line and improves the user experience.

FIG. 4 is a schematic flowchart diagram of a method for managing an IVR incoming line according to another embodiment of the present invention. The preset condition in the method includes: the level of the user is a high level or the type of the service is an emergency service or the current time is a non-traffic peak stage or the service of the area where the user is located does not support interception or is at the first preset. In the case of the number of incoming lines, the user is requested to transfer the manual service. The method includes the following steps.

S401. Identify the level of the user according to the phone number when the user enters the line. The user number of the phone number corresponding to the phone number is pre-stored in the IVR platform, and the user's rating is identified according to the phone number when the user enters the line. Wherein, the level of each user division includes at least a high level.

S402. Determine whether the user selects to have a service. If the user does not select a service, execute S421; if the user selects a service, execute S403.

S403. Acquire a service selected by the user and a type of the service. Among them, the types of business include emergency services such as auto insurance and loss reporting, as well as non-emergency services such as credit card consultation and insurance consulting. In other embodiments, the type of service may also be classified according to other classification rules.

S404. Determine, according to the type of the service, whether the service selected by the user is an emergency service. If the service selected by the user is an emergency service, S416 is performed; if the service selected by the user is a non-emergency service, S405 is performed.

S405. Determine whether the level of the user is a high level. If the user's level is a high level, S416 is performed; if the user's level is not a high level, S406 is executed.

S406. Acquire a current time if the user is requested to transfer the manual service.

S407. Determine whether the current time is a traffic peak period. If the current time is the peak traffic phase, S408 is performed; if the current time is the non-traffic peak phase, S416 is performed. Among them, by detecting whether there is an agent idle, if it is detected that there is an agent idle, it is understood to be a non-traffic peak period. Understandably, during the peak traffic phase, the agents are in a busy phase; in the non-traffic peak phase, there is a seat idle.

S408. Acquire an incoming line condition in the first preset number of times within a preset time before the user enters the line. The preset time may be half a day, one day, three days, etc., and the first preset number may be three times, four times, two times, and the like. Preferably, the preset time is one day, and the first preset number of times is three times.

S409. Determine whether the user requests the transfer manual service in the incoming situation. If the user requests to transfer the manual service in the incoming situation, execute S416; otherwise, execute S410.

S410. Acquire an area where the user is located. The area in which the user is located may be identified based on the attribution of the telephone number or the location of the terminal such as a mobile phone based on the telephone number. The user's area can be specific to the city, county, township, etc.

S411. Determine whether the service in the area where the user is located supports interception. The interception is understood to mean that when the user requests to transfer the manual service, the manual service is not directly transferred to the user's incoming line, and other methods such as recommending self-service are used for interception. If the service in the area where the user is located supports interception, S412 is performed; if the area where the user is located does not support interception, S416 is performed.

S412, recommending self-service for the user's incoming line for interception.

S413. Determine whether the user accepts self-service. If the user accepts the self-service, S414 is performed; if the user does not accept the self-service, S417 is executed.

S414: Import a corresponding IVR self-service process according to the service selected by the user.

S415. Determine whether the IVR self-service operation fails or whether the number of times the same input of the user is received reaches a second preset number of times. The second preset number is 2 times, 3 times, and the like. Preferably, the second preset number of times is two. If the IVR self-service operation fails or the number of times the same input by the user reaches the second preset number, S416 is performed. It can be understood that if the number of times the same input is received by the user reaches the second preset number, it indicates that the user's intentions are not correctly understood.

S416. If the user is requested to transfer the manual service, the manual service is transferred to the user's incoming line.

S417, according to the current queue number, the waiting time is estimated. The estimated waiting time is obtained by multiplying the average service time of each person by the number of queues.

S418, the waiting time is broadcast to the user.

S419. Determine whether the number of self-services recommended by the user's incoming line reaches a third preset number of times. The third preset number is 1 time, 2 times, 3 times, and the like. According to the specific situation, the specific value of the third preset number is not the same. If the current queue number is very large, the estimated waiting time is very long, then the value of the third preset number may change from 1 to 2; Divided into a plurality of different levels, the value of the third preset number of users for different levels is also different, such as the third preset number of users for the next highest level is 1, for the user of the lower one level, the third pre- Set the number to 2. If the number of times the self-service is recommended for the user's incoming line to perform the interception does not reach the third preset number, the process proceeds to S412; if the self-service is recommended for the user's incoming line to perform the interception, the number of times of the interception reaches the third preset number, and S416 is performed. .

In S421, it is determined whether the level of the user is a high level. If the level of the user is a high level, S416 is performed; if the level of the user is not a high level, S422 is executed.

S422. Acquire an incoming line in the fourth preset number of times within a preset time before the user enters the line. The preset time may be half a day, one day, three days, etc., and the fourth preset number may be three times, four times, two times, and the like. Preferably, the preset time is one day, and the fourth preset number is three times. The fourth preset number of times may be the same as the first preset number of times, or may be different from the first preset number of times.

S423. Determine whether the user requests the transfer manual service in the fourth preset number of incoming lines. If the user requests to transfer the manual service in the incoming situation, execute S416; otherwise, execute S424. Otherwise, the situation includes that the user does not receive the incoming line within the preset time or the user incoming line does not reach the fourth preset number of times or the user does not request to transfer the manual service or the user enters the line does not reach the fourth preset number of times. There is also no requirement to transfer the manual service or the user enters the line for the fourth predetermined number of times but does not require the transfer of the manual service every time.

S424, asking the user what business to handle.

S425. Receive input of the user to the service. The user input to the service includes voice input, key input, and the like.

S426. Acquire a service input by the user and a type of the service.

S427. Determine, according to the type of the service, whether the service selected by the user is an emergency service. If it is an emergency service, execute S416; if it is not an emergency service, execute S428.

S428: Obtain the current time and the area where the user is located.

S429: Determine whether the current time is a peak traffic phase. If the current time is the peak traffic phase, S430 is performed; if the current time is the non-traffic peak phase, S416 is performed.

S430: Obtain the area where the user is located.

S431. Determine whether the service in the area where the user is located supports interception. If the service in the area where the user is located supports interception, perform S412; if the service in the area where the user is located does not support interception, perform S416.

After receiving the user requesting the transfer of the manual service, the method of the foregoing method determines whether the transfer request of the user meets the preset condition, where the preset condition includes: the level of the user is a high level or the type of the service is an emergency service or The current time is the non-traffic peak period or the service in the area where the user is located does not support interception or receives the user request transfer manual service in the first preset number of incoming lines. If the preset condition is met, the user's incoming line is transferred to the manual service, otherwise the self-service is recommended for the user's incoming line for interception, and the personalized service for the IVR incoming line is personalized according to a plurality of different factors. Improves the efficiency of IVR incoming line processing and enhances the user experience. When self-service is recommended for the user's incoming line for interception, it is determined whether the user accepts self-service, and controls the user to accept self-service and not accept self-service. If the user does not select the service, if the user's level is a high level or the incoming line in the fourth preset number of times within the preset time before the user enters the line receives the user request to transfer the manual service, then if the user requests to transfer, Manual service is provided to transfer the manual service to the user's incoming line; if the user's level is not high level or the user does not receive the incoming call request in the fourth preset number of times within the preset time before the user enters the line The manual service asks the user what service to handle and receives the user's input to the service to improve the efficiency of the IVR incoming line processing and enhance the user experience.

In other embodiments, the user's level can be divided into multiple types, and different intercept times are set for each user's level. At the same time, different intercept times can be determined according to different durations that the user waits.

FIG. 6 is a schematic block diagram of an apparatus for managing an IVR incoming line according to an embodiment of the present invention. The preset conditions in the device include: the level of the user is a high level or the type of the service is an emergency service. The device 60 includes an identification unit 601, a determination unit 602, an acquisition unit 603, and a management unit 604.

The identifying unit 601 is configured to identify a level of the user according to a phone number when the user enters the line, and the level of each user division includes at least a high level. The user number of the phone number corresponding to the phone number is pre-stored in the IVR platform, and the user's rating is identified according to the phone number when the user enters the line.

The determining unit 602 is configured to determine whether the user selects to have a service. After the user enters the line, it is judged whether or not there is a service selected.

The obtaining unit 603 is configured to acquire a type of the service if the user selects a service. Among them, the types of business include emergency services such as auto insurance and loss reporting, as well as non-emergency services such as credit card consultation and insurance consulting. In other embodiments, the type of service may also be classified according to other classification rules.

The determining unit 602 is further configured to: if it is received by the user to request the transfer of the manual service, determine whether the transfer request of the user meets the preset condition, where the preset condition includes: the level of the user is a high level or the type of the service is urgent business.

The management unit 604 is configured to: if the transfer request of the user meets the preset condition, transfer the manual service for the incoming line of the user; if the transfer request of the user does not meet the preset condition, recommend the self-service for the user's incoming line. Service for interception. That is, if the user's level is a high level or the type of the service is an emergency service, it can be understood that, if one is satisfied, if the user requests to transfer the manual service, the manual service is transferred to the user's incoming line. In this way, when a high-level user is requested to transfer the manual service, the manual service can be transferred in time, and in the case of an emergency service, the emergency service can be responded to in time to improve the user experience. If the user's level is not high and the type of the service is non-emergency, self-service is recommended for the user's incoming line for interception. The interception is understood to mean that when the user requests to transfer the manual service, the manual service is not directly transferred to the user's incoming line, and other methods such as recommending self-service are used for interception. If the user's transfer request does not meet the preset condition, the self-service is used to satisfy the user's request, and the pressure of the agent is relieved to reduce the labor cost of the agent. The above solution improves the efficiency of the IVR incoming line processing and improves the user experience.

In other embodiments, the preset condition includes: the level of the user is a high level or the type of the service is an emergency service or the current time is a non-traffic peak stage or the service of the area where the user is located does not support interception or in the first pre- In the case of the number of incoming lines, the user is requested to transfer the manual service. Correspondingly, the obtaining unit 603 is further configured to: after receiving the user requesting the transfer of the manual service, acquiring the current time, the area where the user is located, and the incoming condition in the first preset number of times before the user enters the line. The preset time may be half a day, one day, three days, etc., and the first preset number may be three times, four times, two times, and the like. Preferably, the preset time is one day, and the first preset number of times is three times. The determining unit 602 is further configured to determine whether the transfer request of the user meets a preset condition, where the preset condition includes: the level of the user is a high level or the type of the service is an emergency service or the current time is a non-traffic peak period. Or the service in the area where the user is located does not support interception or receives the user request transfer manual service in the first preset number of incoming routes. The management unit 604 is configured to meet the preset condition for the user, and forward the manual service for the user's incoming line; if the transfer request of the user does not meet the preset condition, recommend the self-service for the user's incoming line. For interception. That is, if the user's level is a high level or the type of the service is an emergency service or the current time is a non-traffic peak period or the service in the area where the user is located does not support interception or receives in the first preset number of incoming lines. To the user request to transfer the manual service, transfer the manual service for the user's incoming line; if the user's level is not high level and the service type is non-emergency service and the current time is the traffic peak period and the user's area is The service supports interception and does not receive the user request transfer manual service in the first preset number of incoming lines, and recommends self-service for the user's incoming line for interception. If the user's level is a high level or the type of the service is an emergency service or the current time is a non-traffic peak period or the service in the area where the user is located does not support interception or receives in the first preset number of incoming lines. When the user requests to transfer the manual service, it can be understood that as long as one is satisfied, if the user is requested to transfer the manual service, the manual service is transferred to the user's incoming line. The user requests the transfer manual service for the first preset number of incoming lines. For example, the user connects to the incoming line 3 times within one day before entering the line, and receives the user request for the transfer manual service 3 times. Regardless of whether the user is a high-level user and whether the type of service being processed is an emergency service, the incoming line will transfer the manual service to the user to meet the needs of the user. If the user's level is not high and the type of the service is non-emergency and the current time is the peak traffic phase, and the service in the user's area supports the interception and the first preset number of incoming lines are not received. The user requests to transfer the manual service and recommend self-service for the user's incoming line for interception. Wherein, the first preset number of incoming lines does not receive the user requesting the transfer of the manual service, including that the user does not receive the incoming line within the preset time or the user incoming line does not reach the first preset number of times or the user enters The line does not require the transfer of the manual service or the user incoming line does not reach the first preset number of times and does not require the transfer of the manual service or the user incoming line reaches the first preset number of times but does not require the transfer of the manual service every time.

In other embodiments, the acquiring unit is used to obtain the current level, the user's area, and the user's incoming line, after receiving the user's request for transferring the manual service, in addition to the user's level and the type of the user's selected service. Any one of the three factors or any two of the incoming conditions in the first preset number of times before the preset time. Correspondingly, the preset condition includes that the level of the user is a high level or the type of the service is an emergency service, and the current time is a non-traffic peak period or the service in the area where the user is located does not support interception or at the first preset. Any one or any two of the user request transfer manual services are received in the incoming line of the number, and other factors may be included. If the preset condition is met, and the manual service is transferred to the user's incoming line, otherwise the self-service is recommended for the user's incoming line for interception.

FIG. 7 is a schematic block diagram of an apparatus for managing an IVR incoming line according to another embodiment of the present invention. The device 70 includes an identification unit 701, a determination unit 702, an acquisition unit 703, a management unit 704, an import unit 705, an estimation unit 706, and a broadcast unit 707. The main difference between this embodiment and the embodiment of FIG. 6 is that the import unit 705, the estimating unit 706, and the broadcast unit 707 are added. The identification unit 701, the determining unit 702, the obtaining unit 703, and the management unit 704 include the content described in the embodiment of the above apparatus, and are not repeated here. The difference between this embodiment and the embodiment of the above device is that:

The determining unit 702 is further configured to determine whether the user accepts self-service.

The importing unit 705 is configured to import the corresponding IVR self-service process according to the service selected by the user if the user accepts the self-service.

The determining unit 702 is further configured to determine whether the IVR self-service operation fails or whether the number of times the same input by the user is received reaches a second preset number of times. The second preset number is 2 times, 3 times, and the like. Preferably, the second preset number of times is two. It can be understood that if the number of times the same input is received by the user reaches the second preset number, it indicates that the user's intentions are not correctly understood.

The management unit 704 is further configured to: if the IVR self-service operation fails or the number of times the same input by the user reaches the second preset number, if the user requests the transfer of the manual service, the manual service is forwarded to the user. It can be understood that if the number of times the same input is received by the user reaches the second preset number, it indicates that the user's intentions are not correctly understood.

The estimating unit 706 is configured to estimate the waiting time according to the current queue number if the user does not accept the self-service. The estimated waiting time is obtained by multiplying the average service time of each person by the number of queues.

The broadcast unit 707 is configured to broadcast the waiting time to the user.

The determining unit 702 is further configured to determine whether the number of times the self-service is recommended for the incoming line of the user to perform the interception reaches a third preset number of times. The third preset number is 1 time, 2 times, 3 times, and the like. According to the specific situation, the specific value of the third preset number is not the same. If the current queue number is very large, the estimated waiting time is very long, then the value of the third preset number may change from 1 to 2; Divided into a plurality of different levels, the value of the third preset number of users for different levels is also different, such as the third preset number of users for the next highest level is 1, for the user of the lower one level, the third pre- Set the number to 2.

The management unit 704 is further configured to: if the number of times the self-service is recommended for the incoming line of the user to perform the interception does not reach the third preset number, the self-service is recommended for the user's incoming line to intercept. The judging unit is then triggered to determine whether the user accepts self-service.

The management unit 704 is further configured to: if the self-service is recommended for the incoming line of the user, the number of times of interception reaches a third preset number, and if the user requests the transfer of the manual service, the manual service is forwarded for the incoming line of the user.

FIG. 8 is a schematic block diagram of an apparatus for managing an IVR incoming line according to another embodiment of the present invention. The device 80 includes an identification unit 801, a determination unit 802, an acquisition unit 803, a management unit 804, an import unit 805, an estimation unit 806, a broadcast unit 807, an inquiry unit 808, and a reception unit 809. The main difference between this embodiment and the embodiment of FIG. 7 is that the interrogation unit 808 and the receiving unit 809 are added. The identification unit 801, the determination unit 802, the acquisition unit 803, the management unit 804, and the import unit 805 refer to the content described in the embodiment of FIG. 7, and are not repeated here. The difference between this embodiment and the embodiment of Figure 7 is that:

The determining unit 802 is further configured to determine whether the level of the user is a high level if the user does not select a service.

The obtaining unit 803 is further configured to: if the level of the user is not a high level, obtain a fourth preset number of incoming lines within a preset time. The fourth preset number is 2 times, 3 times, and the like. Preferably, the fourth preset number of times is three times.

The determining unit 802 is further configured to determine whether the user requests the transfer manual service in the fourth preset number of incoming lines.

The management unit 804 is further configured to: if the user's level is a high level, if the user requests to transfer the manual service, transfer the manual service to the user; and if the user's level is not a high level, and the fourth pre- In the case of the number of incoming lines, the user is requested to transfer the manual service, and if the user is requested to transfer the manual service, the manual service is transferred to the user.

The query unit 808 is configured to ask the user what service to handle if the user's level is not high and the user does not receive the request to transfer the manual service. In the case that the incoming line does not receive the user requesting the transfer of the manual service, the user does not receive the incoming line within the preset time or the user enters the line does not reach the fourth preset number of times or the user does not request to transfer the manual. The service or user incoming line does not reach the fourth preset number of times and does not require the transfer of the manual service or the user enters the line for the fourth predetermined number of times but does not require the transfer of the manual service every time.

The receiving unit 809 is configured to receive the input of the user to the service. The user input to the service includes voice input, key input, and the like. The acquisition unit is then triggered for obtaining the type of service entered by the user.

In other embodiments, the user's level can be divided into multiple types, and different intercept times are set for each user's level. At the same time, different intercept times can be determined according to different durations that the user waits.

The above apparatus for managing IVR incoming lines can be implemented in the form of a computer program that can be run on a device as shown in FIG.

FIG. 9 is a schematic block diagram of an apparatus for managing an IVR incoming line according to an embodiment of the present invention. The device 90 includes an input device 901, an output device 902, a memory 903, and a processor 904. The input device 901, the output device 902, the memory 903, and the processor 904 are connected by a bus 905. among them:

The input device 901 is configured to provide a user to input a service, provide a user to input a related command in the IVR self-service process, and the like. In a specific implementation, the input device 901 of the embodiment of the present invention may include a keyboard, a mouse, a photoelectric input device, a voice input device, a touch input device, and the like.

The output device 902 is configured to output a waiting time and the like. In a specific implementation, the output device 902 of the embodiment of the present invention may include a voice output device or the like.

The memory 903 is configured to store program data for implementing the management of the IVR incoming line. In a specific implementation, the memory 903 of the embodiment of the present invention may be a system memory, such as a non-volatile (such as a ROM, a flash memory, etc.). In a specific implementation, the memory 903 of the embodiment of the present invention may also be an external memory outside the system, such as a magnetic disk, an optical disk, a magnetic tape, or the like.

The processor 904 is configured to run program data stored in the memory 903 to perform the following steps:

Determining the level of the user according to the phone number when the user enters the line, and the level of each user division includes at least a high level; determining whether the user selects to have a service; if the user selects a service, acquiring the type of the service; If the user requests the transfer of the manual service, and determines whether the transfer request of the user meets the preset condition, the preset condition includes: the level of the user is a high level or the type of the service is an emergency service. If the user's transfer request satisfies the preset condition, the manual service is forwarded to the user's incoming line; otherwise, the self-service is recommended for the user's incoming line for interception.

The processor 904 further performs the following steps after receiving the user requesting the transfer of the manual service:

Obtaining a current time, an area where the user is located, and an incoming line in the first preset number of times before the user enters the line; the preset condition includes: the level of the user is a high level or the service The type of the emergency service or the current time is the non-traffic peak period or the service in the area where the user is located does not support interception or receives the user request transfer manual service in the first preset number of incoming lines. .

The processor 904, after recommending self-service for the user's incoming line, performs the following steps:

Determining whether the user accepts the self-service; if the user accepts the self-service, importing the corresponding IVR self-service process according to the service selected by the user; determining whether the IVR self-service operation fails or receiving the same number of times the user inputs the same The second preset number of times is reached; if the IVR self-service operation fails or the number of times the same input by the user reaches the second preset number, if the user requests to transfer the manual service, the manual service is forwarded to the user's incoming line.

The processor 904 also performs the following steps:

If the user does not accept the self-service, the waiting time is estimated according to the current queue number; the waiting time is broadcasted to the user; and it is determined whether the number of self-services recommended by the user's incoming line reaches a third preset number; If the number of self-services recommended for the incoming line of the user does not reach the third preset number, the self-service is recommended for the incoming line of the user; if the number of self-services recommended for the incoming line of the user reaches the third preset If the number of times is received, if the user requests to transfer the manual service, the manual service is transferred to the user's incoming line.

The processor 904 also performs the following steps:

If the user does not select a service, determine whether the user's level is a high level; if the user's level is a high level, if the user is requested to transfer the manual service, the manual service is transferred to the user; If the level of the user is not a high level, the incoming line condition in the fourth preset number of times before the user enters the line is obtained; if the fourth preset number of incoming lines are received, The user requests to transfer the manual service, and if the user requests to transfer the manual service, the manual service is transferred for the user; if the user request is not received in the fourth preset number of incoming routes, Transfer the manual service, ask the user for the business to be handled; and receive the input of the user to the business to be processed.

The invention also provides a computer readable storage medium storing one or more programs, the one or more programs being executable by one or more processors to implement the steps of:

Determining the level of the user according to the phone number when the user enters the line, and the level of each user division includes at least a high level; determining whether the user selects to have a service; if the user selects a service, acquiring the type of the service; If the user requests the transfer of the manual service, and determines whether the transfer request of the user meets the preset condition, the preset condition includes: the level of the user is a high level or the type of the service is an emergency service. If the user's transfer request satisfies the preset condition, the manual service is forwarded to the user's incoming line; otherwise, the self-service is recommended for the user's incoming line for interception.

In one of the embodiments, the following steps may be implemented when the program is executed by the processor after receiving the user requesting the transfer of the manual service:

Obtaining a current time, an area where the user is located, and an incoming line in the first preset number of times before the user enters the line; the preset condition includes: the level of the user is a high level or the service The type of the emergency service or the current time is the non-traffic peak period or the service in the area where the user is located does not support interception or receives the user request transfer manual service in the first preset number of incoming lines. .

In one of the embodiments, after the self-service is recommended for the user's incoming line, the program may also implement the following steps when executed by the processor:

Determining whether the user accepts the self-service; if the user accepts the self-service, importing the corresponding IVR self-service process according to the service selected by the user; determining whether the IVR self-service operation fails or receiving the same number of times the user inputs the same The second preset number of times is reached; if the IVR self-service operation fails or the number of times the same input by the user reaches the second preset number, if the user requests to transfer the manual service, the manual service is forwarded to the user's incoming line.

In one of the embodiments, the program may also implement the following steps when executed by the processor:

If the user does not accept the self-service, the waiting time is estimated according to the current queue number; the waiting time is broadcasted to the user; and it is determined whether the number of self-services recommended by the user's incoming line reaches a third preset number; If the number of self-services recommended for the incoming line of the user does not reach the third preset number, the self-service is recommended for the incoming line of the user; if the number of self-services recommended for the incoming line of the user reaches the third preset If the number of times is received, if the user requests to transfer the manual service, the manual service is transferred to the user's incoming line.

In one of the embodiments, the program may also implement the following steps when executed by the processor:

If the user does not select a service, determine whether the user's level is a high level; if the user's level is a high level, if the user is requested to transfer the manual service, the manual service is transferred to the user; If the level of the user is not a high level, the incoming line condition in the fourth preset number of times before the user enters the line is obtained; if the fourth preset number of incoming lines are received, The user requests to transfer the manual service, and if the user requests to transfer the manual service, the manual service is transferred for the user; if the user request is not received in the fourth preset number of incoming routes, Transfer the manual service, ask the user for the business to be handled; and receive the input of the user to the business to be processed.

A person skilled in the art can clearly understand that, for the convenience and brevity of the description, the specific working process of the device, the terminal, and the unit described above may be referred to the corresponding process in the foregoing method embodiments, and details are not described herein again. Those of ordinary skill in the art will appreciate that the elements and algorithm steps of the various examples described in connection with the embodiments disclosed herein can be implemented in electronic hardware, computer software, or a combination of both, for clarity of hardware and software. Interchangeability, the composition and steps of the various examples have been generally described in terms of function in the above description. Whether these functions are implemented in hardware or software depends on the specific application and design constraints of the solution. A person skilled in the art can use different methods for implementing the described functions for each particular application, but such implementation should not be considered to be beyond the scope of the present invention.

In the several embodiments provided by the present application, it should be understood that the disclosed apparatus, apparatus, and method may be implemented in other manners. For example, the device embodiments described above are merely illustrative. For example, the division of the unit is only a logical function division. In actual implementation, there may be another division manner, for example, multiple units or components may be combined or Can be integrated into another system, or some features can be ignored or not executed. In addition, the mutual coupling or direct coupling or communication connection shown or discussed may be an indirect coupling or communication connection through some interface, device or unit, or an electrical, mechanical or other form of connection.

The units described as separate components may or may not be physically separated, and the components displayed as units may or may not be physical units, that is, may be located in one place, or may be distributed to multiple network units. Some or all of the units may be selected according to actual needs to achieve the objectives of the embodiments of the present invention.

In addition, each functional unit in each embodiment of the present invention may be integrated into one processing unit, or each unit may exist physically separately, or two or more units may be integrated into one unit. The above integrated unit can be implemented in the form of hardware or in the form of a software functional unit.

The integrated unit, if implemented in the form of a software functional unit and sold or used as a standalone product, may be stored in a computer readable storage medium. Based on such understanding, the technical solution of the present invention contributes in essence or to the prior art, or all or part of the technical solution may be embodied in the form of a software product stored in a storage medium. Including several instructions to make a computer device (may be a personal computer, server, or network device, etc.) Performing all or part of the steps of the method described in various embodiments of the present invention. The foregoing storage medium includes: a USB flash drive, a mobile hard disk, and a read only memory. (ROM, Read-Only Memory), disk or optical disc, etc. Various media that can store program code.

The above is only the specific embodiment of the present invention, but the scope of the present invention is not limited thereto, and any equivalent person can be easily conceived within the technical scope of the present invention by any person skilled in the art. Modifications or substitutions are intended to be included within the scope of the invention. Therefore, the scope of protection of the present invention should be determined by the scope of the claims.

Claims (20)

A method for managing an IVR incoming line, the method comprising: Identifying the level of the user according to the phone number when the user enters the line, and the level of each user division includes at least a high level; Determining whether the user chooses to have a service; If the user selects to have a service, obtain the type of the service; If the user requests the transfer of the manual service, and determines whether the transfer request of the user meets the preset condition, the preset condition includes: the level of the user is a high level or the type of the service is an emergency service. ; If the transfer request of the user meets the preset condition, the manual service is forwarded to the user's incoming line; otherwise, the self-service is recommended for the user's incoming line for interception. The method of claim 1, wherein after receiving the user requesting the transfer of the manual service, the method further comprises: Obtaining a current time, an area where the user is located, and an incoming line in the first preset number of times within a preset time before the user enters the line; The preset condition includes: the level of the user is a high level or the type of the service is an emergency service or the current time is a non-traffic peak stage or the service of the area where the user is located does not support interception or at the first The user requests the transfer of the manual service in the case of the preset number of incoming lines. The method of any of claims 1-2, wherein after the self-service is recommended for the user's incoming line for interception, the method further includes: Determining whether the user accepts self-service; If the user accepts the self-service, the corresponding IVR self-service process is imported according to the service selected by the user; Determining whether the IVR self-service operation fails or whether the number of times the same input by the user is received reaches a second preset number of times; If the IVR self-service operation fails or the number of times the same input by the user reaches the second preset number, if the user requests the transfer of the manual service, the manual service is transferred to the user's incoming line. The method of claim 3, wherein the method further comprises: If the user does not accept self-service, the waiting time is estimated according to the current queue number; Broadcasting the waiting time to the user; Determining whether the number of times the self-service is recommended by the user's incoming line for interception reaches a third preset number of times; If the number of times the self-service is recommended for the incoming line of the user to perform the interception does not reach the third preset number, the self-service is recommended for the incoming line of the user; If the self-service is recommended for the incoming line of the user to perform the interception for a third preset number of times, if the user is requested to transfer the manual service, the manual service is forwarded for the user's incoming line. The method of claim 1 wherein the method further comprises: If the user does not select a service, determine whether the user's level is a high level, If the level of the user is a high level, if the user is requested to transfer the manual service, the manual service is transferred to the user; If the level of the user is not a high level, obtaining an incoming line in the fourth preset number of times within a preset time before the user enters the line; If the user requests the transfer manual service in the fourth preset number of incoming lines, if the user requests to transfer the manual service, the manual service is transferred to the user; If the user does not receive the manual request for the transfer of the manual service in the fourth preset number of incoming lines, the user is inquired about the service to be processed; Receiving input from the user for the business to be processed. A device for managing an IVR incoming line, characterized in that the device comprises: An identification unit, configured to identify a level of the user according to a phone number when the user enters the line, and at least a high level is included in each user-divided level; a determining unit, configured to determine whether the user selects to have a service; An obtaining unit, configured to acquire a type of the service if the user selects a service; The determining unit is further configured to: if it is received by the user that the manual service is requested, determine whether the transfer request of the user meets a preset condition, where the preset condition includes: the level of the user is a high level or the The type of business is emergency business; a management unit, configured to: if the transfer request of the user meets a preset condition, transfer the manual service for the incoming line of the user; if the transfer request of the user does not meet the preset condition, the user is The line recommends self-service for interception. The device of claim 6 wherein: The obtaining unit is further configured to: if the user requests to transfer the manual service, obtain the current time, the area where the user is located, and the incoming line in the first preset number of times before the user enters the line ; The determining unit is further configured to determine whether the transfer request of the user meets a preset condition, where the preset condition includes: the level of the user is a high level or the type of the service is an emergency service or the current time is The non-traffic peak period or the service in the area where the user is located does not support interception or receives the user request transfer manual service in the first preset number of incoming lines. The device according to any of claims 6-7, wherein said device further comprises an introduction unit; The determining unit is further configured to determine whether the user accepts self-service; The importing unit is configured to: if the user accepts the self-service, import the corresponding IVR self-service process according to the service selected by the user; The determining unit is further configured to determine whether the IVR self-service operation fails or whether the number of times the same input by the user is received reaches a second preset number of times; The management unit is further configured to: if the IVR self-service operation fails or the number of times the same input by the user reaches the second preset number, if the user requests the transfer of the manual service, the manual service is forwarded to the user. The device according to claim 8, wherein the device further comprises an estimating unit and a broadcast unit; wherein The estimating unit is configured to: if the user does not accept the self-service, estimate the waiting time according to the current queuing number; The broadcast unit is configured to broadcast the waiting time to the user; The determining unit is further configured to determine whether the number of times the self-service is recommended for the incoming line of the user to perform interception reaches a third preset number of times; The management unit is further configured to: if the number of times the self-service is recommended for the user's incoming line to perform the interception does not reach the third preset number, recommend the self-service for the user's incoming line; and if the user is the user The number of recommended self-services for the incoming line to reach the interception reaches a third preset number. If the user is requested to transfer the manual service, the manual service is forwarded to the user's incoming line. The device according to claim 6, wherein the device further comprises an interrogation unit and a receiving unit; wherein The determining unit is further configured to: if the user does not select a service, determine whether the level of the user is a high level; The management unit is further configured to: if the level of the user is a high level, if the user is requested to transfer the manual service, transfer the manual service to the user; The obtaining unit is further configured to: if the level of the user is not a high level, obtain an incoming line in a fourth preset number of times within a preset time before the user enters the line; The management unit is further configured to: if the user requests the transfer manual service in the fourth preset number of incoming lines, if the user requests to transfer the manual service, the user is transferred Human services; The inquiry unit is configured to: if the user requests the transfer manual service not in the fourth preset number of incoming lines, query the service to be processed by the user; The receiving unit is configured to receive an input of the user to a service to be processed. An apparatus for managing an IVR incoming line, characterized in that the apparatus comprises a memory, and a processor connected to the memory; The memory is configured to store program data that implements management of the IVR incoming line; The processor is configured to run program data stored in the memory to perform the following steps: Identifying the level of the user according to the phone number when the user enters the line, and the level of each user division includes at least a high level; Determining whether the user chooses to have a service; If the user selects to have a service, obtain the type of the service; If the user requests the transfer of the manual service, and determines whether the transfer request of the user meets the preset condition, the preset condition includes: the level of the user is a high level or the type of the service is an emergency service. ; If the transfer request of the user satisfies the preset condition, the manual service is forwarded to the user's incoming line; otherwise, the self-service is recommended for the user's incoming line for interception. The device according to claim 11, wherein after receiving the user requesting the transfer of the manual service, the processor further performs the following steps: Obtaining a current time, an area where the user is located, and an incoming line in the first preset number of times within a preset time before the user enters the line; The preset condition includes: the level of the user is a high level or the type of the service is an emergency service or the current time is a non-traffic peak stage or the service of the area where the user is located does not support interception or at the first The user requests the transfer of the manual service in the case of the preset number of incoming lines. The device according to any one of claims 11 to 12, wherein after recommending self-service for the user's incoming line for interception, the processor further performs the following steps: Determining whether the user accepts self-service; If the user accepts the self-service, the corresponding IVR self-service process is imported according to the service selected by the user; Determining whether the IVR self-service operation fails or whether the number of times the same input by the user is received reaches a second preset number of times; If the IVR self-service operation fails or the number of times the same input by the user reaches the second preset number, if the user requests the transfer of the manual service, the manual service is transferred to the user's incoming line. The device of claim 13 wherein said processor further performs the following steps: If the user does not accept self-service, the waiting time is estimated according to the current queue number; Broadcasting the waiting time to the user; Determining whether the number of times the self-service is recommended by the user's incoming line for interception reaches a third preset number of times; If the number of times the self-service is recommended for the incoming line of the user to perform the interception does not reach the third preset number, the self-service is recommended for the incoming line of the user; If the self-service is recommended for the incoming line of the user to perform the interception for a third preset number of times, if the user is requested to transfer the manual service, the manual service is forwarded for the user's incoming line. The device of claim 11 wherein said processor further performs the following steps: If the user does not select a service, determine whether the user's level is a high level, If the level of the user is a high level, if the user is requested to transfer the manual service, the manual service is transferred to the user; If the level of the user is not a high level, obtaining an incoming line in the fourth preset number of times within a preset time before the user enters the line; If the user requests the transfer manual service in the fourth preset number of incoming lines, if the user requests to transfer the manual service, the manual service is transferred to the user; If the user does not receive the manual request for the transfer of the manual service in the fourth preset number of incoming lines, the user is inquired about the service to be processed; Receiving input from the user for the business to be processed. A computer readable storage medium, characterized in that the computer readable storage medium stores one or more programs, the one or more programs being executable by one or more processors to implement the following steps: Identifying the level of the user according to the phone number when the user enters the line, and the level of each user division includes at least a high level; Determining whether the user chooses to have a service; If the user selects to have a service, obtain the type of the service; If the user requests the transfer of the manual service, and determines whether the transfer request of the user meets the preset condition, the preset condition includes: the level of the user is a high level or the type of the service is an emergency service. ; If the transfer request of the user meets the preset condition, the manual service is forwarded to the user's incoming line; otherwise, the self-service is recommended for the user's incoming line for interception. The computer readable storage medium according to claim 16, wherein after receiving the user request to transfer the manual service, the step further comprises: Obtaining a current time, an area where the user is located, and an incoming line in the first preset number of times within a preset time before the user enters the line; The preset condition includes: the level of the user is a high level or the type of the service is an emergency service or the current time is a non-traffic peak stage or the service of the area where the user is located does not support interception or at the first The user requests the transfer of the manual service in the case of the preset number of incoming lines. The computer readable storage medium according to any one of claims 16-17, wherein after the self-service is recommended for the user's incoming line for interception, the step further comprises: Determining whether the user accepts self-service; If the user accepts the self-service, the corresponding IVR self-service process is imported according to the service selected by the user; Determining whether the IVR self-service operation fails or whether the number of times the same input by the user is received reaches a second preset number of times; If the IVR self-service operation fails or the number of times the same input by the user reaches the second preset number, if the user requests the transfer of the manual service, the manual service is transferred to the user's incoming line. The computer readable storage medium of claim 18, wherein the step further comprises: If the user does not accept self-service, the waiting time is estimated according to the current queue number; Broadcasting the waiting time to the user; Determining whether the number of times the self-service is recommended by the user's incoming line for interception reaches a third preset number of times; If the number of times the self-service is recommended for the incoming line of the user to perform the interception does not reach the third preset number, the self-service is recommended for the incoming line of the user; If the self-service is recommended for the incoming line of the user to perform the interception for a third preset number of times, if the user is requested to transfer the manual service, the manual service is forwarded for the user's incoming line. The computer readable storage medium of claim 16 wherein said step further comprises: If the user does not select a service, determine whether the user's level is a high level, If the level of the user is a high level, if the user is requested to transfer the manual service, the manual service is transferred to the user; If the level of the user is not a high level, obtaining an incoming line in the fourth preset number of times within a preset time before the user enters the line; If the user requests the transfer manual service in the fourth preset number of incoming lines, if the user requests to transfer the manual service, the manual service is transferred to the user; If the user does not receive the manual request for the transfer of the manual service in the fourth preset number of incoming lines, the user is inquired about the service to be processed; Receiving input from the user for the business to be processed.