[go: up one dir, main page]

WO2018227768A1 - Procédé, appareil et dispositif de gestion de ligne entrante par réponse vocale interactive, et support d'enregistrement lisible par ordinateur - Google Patents

Procédé, appareil et dispositif de gestion de ligne entrante par réponse vocale interactive, et support d'enregistrement lisible par ordinateur Download PDF

Info

Publication number
WO2018227768A1
WO2018227768A1 PCT/CN2017/099550 CN2017099550W WO2018227768A1 WO 2018227768 A1 WO2018227768 A1 WO 2018227768A1 CN 2017099550 W CN2017099550 W CN 2017099550W WO 2018227768 A1 WO2018227768 A1 WO 2018227768A1
Authority
WO
WIPO (PCT)
Prior art keywords
user
service
self
transfer
incoming line
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Ceased
Application number
PCT/CN2017/099550
Other languages
English (en)
Chinese (zh)
Inventor
李培彬
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Ping An Technology Shenzhen Co Ltd
Original Assignee
Ping An Technology Shenzhen Co Ltd
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Ping An Technology Shenzhen Co Ltd filed Critical Ping An Technology Shenzhen Co Ltd
Publication of WO2018227768A1 publication Critical patent/WO2018227768A1/fr
Anticipated expiration legal-status Critical
Ceased legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5141—Details of processing calls and other types of contacts in an unified manner
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/527—Centralised call answering arrangements not requiring operator intervention

Definitions

  • 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.
  • IVR Interactive voice response
  • 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.
  • an embodiment of the present invention provides a method for managing an IVR incoming line, where the method includes:
  • the preset condition includes: the level of the user is a high level or the type of the service is an emergency service. ;
  • 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.
  • 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.
  • 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:
  • the preset condition includes: the level of the user is a high level or the type of the service is an emergency service. ;
  • 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.
  • 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.
  • the user 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.
  • FIG. 1 is a schematic flowchart of a method for managing an IVR incoming line according to an embodiment of the present invention
  • FIG. 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. 7 is a schematic block diagram of an apparatus for managing an IVR incoming line according to another embodiment of the present invention.
  • 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. 9 is a schematic block diagram of an apparatus for managing an IVR incoming line according to an embodiment of the present invention.
  • 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.
  • 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.
  • the pressure on the agent can be alleviated to reduce the labor cost of the agent.
  • 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.
  • the type of service may also be classified according to other classification rules.
  • 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.
  • 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.
  • recommend self-service for the user's incoming line to intercept 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • the estimated waiting time is obtained by multiplying the average service time of each person by the number of queues.
  • the waiting time is broadcast to the user.
  • 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.
  • 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.
  • S301 is executed.
  • the user 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.
  • the level of the user 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • the preset time is one day, and the first preset number of times is three times.
  • 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.
  • 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.
  • 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.
  • 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 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. .
  • 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.
  • 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.
  • 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.
  • S425. Receive input of the user to the service.
  • the user input to the service includes voice input, key input, and the like.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.).
  • 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:
  • the processor 904 further performs the following steps after receiving the user requesting the transfer of the manual service:
  • 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:
  • 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:
  • 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:
  • 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:
  • 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 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.
  • the program may also implement the following steps when executed by the processor:
  • 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 program may also implement the following steps when executed by the processor:
  • 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 disclosed apparatus, apparatus, and method may be implemented in other manners.
  • the device embodiments described above are merely illustrative.
  • the division of the unit is only a logical function division.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • ROM Read-Only Memory

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

Le mode de réalisation de la présente invention concerne un procédé, un appareil et un dispositif de gestion d'une ligne entrante par réponse vocale interactive, et un support d'enregistrement lisible par ordinateur. Le procédé consiste à : identifier un niveau d'utilisateur en fonction d'un numéro de téléphone entrant de l'utilisateur; déterminer si l'utilisateur sélectionne un service; si l'utilisateur sélectionne un service, acquérir le type de service; s'il est reçu que l'utilisateur nécessite un transfert vers un service manuel, déterminer si l'exigence de transfert de l'utilisateur satisfait une condition prédéfinie, la condition prédéfinie comprenant que le niveau d'utilisateur est un niveau élevé ou que le type de service est un type de service d'urgence; si l'exigence de transfert de l'utilisateur satisfait la condition présente, transférer la ligne entrante de l'utilisateur vers un service manuel; et autrement recommander la ligne entrante de l'utilisateur en libre-service. Selon le mode de réalisation de la présente invention, la ligne entrante d'un utilisateur, selon différents niveaux d'utilisateur et un type de service sélectionné par l'utilisateur, est transférée vers un service manuel ou recommandée en libre-service, ce qui permet d'améliorer l'efficacité de traitement de la ligne entrante par réponse vocale interactive et l'expérience utilisateur.
PCT/CN2017/099550 2017-06-15 2017-08-30 Procédé, appareil et dispositif de gestion de ligne entrante par réponse vocale interactive, et support d'enregistrement lisible par ordinateur Ceased WO2018227768A1 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
CN201710452370.2A CN107666544B (zh) 2017-06-15 2017-06-15 一种管理ivr进线的方法、装置及设备
CN201710452370.2 2017-06-15

Publications (1)

Publication Number Publication Date
WO2018227768A1 true WO2018227768A1 (fr) 2018-12-20

Family

ID=61122241

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/CN2017/099550 Ceased WO2018227768A1 (fr) 2017-06-15 2017-08-30 Procédé, appareil et dispositif de gestion de ligne entrante par réponse vocale interactive, et support d'enregistrement lisible par ordinateur

Country Status (2)

Country Link
CN (1) CN107666544B (fr)
WO (1) WO2018227768A1 (fr)

Families Citing this family (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN108418978B (zh) * 2018-02-12 2020-06-19 平安科技（深圳）有限公司 动态路由控制方法、装置、计算机设备及存储介质
CN109474754A (zh) * 2018-10-11 2019-03-15 平安科技（深圳）有限公司 热线电话语音导航的方法、装置、计算机设备和存储介质
CN109993314B (zh) * 2019-02-13 2020-07-10 阿里巴巴集团控股有限公司 基于强化学习模型的业务用户分流方法和装置
CN109981910B (zh) * 2019-02-22 2021-08-10 中国联合网络通信集团有限公司 业务推荐方法及设备
CN110399465A (zh) * 2019-07-30 2019-11-01 北京百度网讯科技有限公司 用于处理信息的方法和装置
CN117853120A (zh) * 2024-01-17 2024-04-09 杭银消费金融股份有限公司 一种基于金融自助终端的自助服务方法与系统

Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN1700716A (zh) * 2004-05-19 2005-11-23 华为技术有限公司 呼叫排队方法
CN102523359A (zh) * 2011-12-07 2012-06-27 杭州华为企业通信技术有限公司 管理呼叫队列的方法和系统
CN102546981A (zh) * 2010-12-31 2012-07-04 上海博泰悦臻电子设备制造有限公司 一种识别用户并转接坐席的方法和装置
CN103873708A (zh) * 2013-05-21 2014-06-18 天津亿联世讯科技有限公司 自动呼叫分配系统
CN106791233A (zh) * 2015-11-23 2017-05-31 阿里巴巴集团控股有限公司 一种用于提供ivr服务流程的方法及ivr系统

Family Cites Families (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN104809538A (zh) * 2014-01-29 2015-07-29 携程计算机技术（上海）有限公司 业务咨询系统及方法
CN105824818A (zh) * 2015-01-04 2016-08-03 中国移动通信集团河北有限公司 一种信息化管理方法、平台及系统

Patent Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN1700716A (zh) * 2004-05-19 2005-11-23 华为技术有限公司 呼叫排队方法
CN102546981A (zh) * 2010-12-31 2012-07-04 上海博泰悦臻电子设备制造有限公司 一种识别用户并转接坐席的方法和装置
CN102523359A (zh) * 2011-12-07 2012-06-27 杭州华为企业通信技术有限公司 管理呼叫队列的方法和系统
CN103873708A (zh) * 2013-05-21 2014-06-18 天津亿联世讯科技有限公司 自动呼叫分配系统
CN106791233A (zh) * 2015-11-23 2017-05-31 阿里巴巴集团控股有限公司 一种用于提供ivr服务流程的方法及ivr系统

Also Published As

Publication number Publication date
CN107666544A (zh) 2018-02-06
CN107666544B (zh) 2020-06-02

Similar Documents

Publication Publication Date Title
WO2018227768A1 (fr) Procédé, appareil et dispositif de gestion de ligne entrante par réponse vocale interactive, et support d'enregistrement lisible par ordinateur
WO2019019493A1 (fr) Procédé et dispositif de partage de données et support d'informations lisible par ordinateur
WO2019114269A1 (fr) Procédé de reprise de la visualisation d'un programme, téléviseur et support d'informations lisible par ordinateur
WO2017201899A1 (fr) Procédé et appareil de connexion à un dispositif bluetooth
WO2018233367A1 (fr) Procédé et appareil d'enregistrement de cas, terminal et support de stockage lisible par ordinateur
WO2018120457A1 (fr) Procédé de traitement de données, appareil, dispositif et support de stockage lisible par ordinateur
WO2015139639A1 (fr) Procédé et appareil pour afficher des icônes d'application sur un terminal
WO2019024336A1 (fr) Procédé et dispositif d'interrogation de données, et support de stockage lisible par ordinateur
WO2018120429A1 (fr) Procédé de mise à jour de ressources, terminal, support de stockage lisible par ordinateur et dispositif de mise à jour de ressources
WO2018058919A1 (fr) Procédé, appareil, dispositif de génération d'informations d'identification, et support de stockage lisible par ordinateur
WO2018227887A1 (fr) Procédé de distribution de publicité vidéo, procédé de génération de publicité vidéo, dispositif, serveur et support d'informations lisible
WO2019071762A1 (fr) Procédé et système de positionnement au sol, serveur et support d'enregistrement lisible par ordinateur
WO2017054481A1 (fr) Procédé et appareil de vérification et de traitement d'informations, et système de traitement d'informations
WO2017054592A1 (fr) Terminal et procédé d'affichage d'interface
WO2019056462A1 (fr) Procédé, appareil, et dispositif de distribution de liste nominative, et support de stockage lisible par ordinateur
WO2019037395A1 (fr) Procédé de gestion de clé, dispositif et support de stockage lisible
WO2015093870A1 (fr) Procédé et dispositif de gestion de données
WO2018000856A1 (fr) Procédé de mise en œuvre de transfert de message de réseau de recouvrement sdn, terminal, appareil et support d'informations lisible par ordinateur
WO2018233221A1 (fr) Procédé de sortie sonore multi-fenêtre, télévision et support de stockage lisible par ordinateur
WO2018201699A1 (fr) Procédé, dispositif et appareil d'évaluation de client, et support de stockage lisible par ordinateur
WO2018018680A1 (fr) Procédé et appareil d'affichage des informations d'invite d'application
WO2018201696A1 (fr) Procédé, appareil et dispositif de paiement de prime de renouvellement de police de carte d'assurance sociale, et support d'informations
WO2018032679A1 (fr) Procédé et dispositif de programmation synchronisée du démarrage et de l'arrêt d'un téléviseur
WO2017152527A1 (fr) Procédé de commande d'application de dispositif esclave de télévision intelligente, et télévision intelligente
WO2019071771A1 (fr) Procédé et système de calibrage d'informations d'empreinte de signal sans fil, serveur, et support

Legal Events

Date Code Title Description
121 Ep: the epo has been informed by wipo that ep was designated in this application

Ref document number: 17913221

Country of ref document: EP

Kind code of ref document: A1

NENP Non-entry into the national phase

Ref country code: DE

122 Ep: pct application non-entry in european phase

Ref document number: 17913221

Country of ref document: EP

Kind code of ref document: A1

32PN Ep: public notification in the ep bulletin as address of the adressee cannot be established

Free format text: NOTING OF LOSS OF RIGHTS PURSUANT TO RULE 112(1) EPC (EPO FORM 1205A DATED 09.04.2020)