Call connection, phonetic help system and method for processing phonetic help information

An information processing method and system management technology, applied in the field of telephone communication, can solve problems such as lower service efficiency, lack of information sharing, lack of user information, etc., and achieve the effect of improving service efficiency and facilitating use

Active Publication Date: 2007-11-21
CHINA UNITED NETWORK COMM GRP CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Although the user has registered basic user information such as user name, nationality, location, preferences, and application history when opening the service, the system failed to push the basic user information to the agent when the

Method used

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  • Call connection, phonetic help system and method for processing phonetic help information
  • Call connection, phonetic help system and method for processing phonetic help information
  • Call connection, phonetic help system and method for processing phonetic help information

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Experimental program
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Embodiment Construction

[0024] As shown in FIG. 1 , it is a structural schematic diagram of Embodiment 1 of the voice assistance system of the present invention, including: a basic user information database 10 , a system management device 20 , an agent device 30 and a queuing machine 40 .

[0025] The basic user information database 10 is used to store user identification and corresponding basic user information, wherein the basic user information is provided when the user registers, and can also be modified and updated after registration. The user identifier can be a telephone number, or a set of user identifiers defined for the voice assistance service, or other types of identifiers, as long as the user can be uniquely identified, and the user terminal can obtain and carry the identifier when initiating a call request. . User basic information includes at least the user's language information, and may also include the user's name, gender, date of birth, nationality, passport number (or ID card numb...

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PUM

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Abstract

The invention relates to the call connection method, voice help message processing method, voice help system, queue management device, system management device and operator device. The method thereof comprises: the queue management device receives the call request carrying the user's ID, and extracts the user' ID from the call request, and sends a language type enquiry request carrying said user' ID to the system management device; the system management device extracts the user's ID from the language type enquiry request, and according to the user's ID, gets the user's basic information from user' basic information base, and returns the user's language type information t o the queue management device; according to the user's language type information, the queue management device selects a corresponding operator device, and connects the call path to its corresponding operator device.

Description

technical field [0001] The invention relates to telephone communication technology, in particular to a call connection method, a voice help-seeking system and a voice help-seeking information processing method. Background technique [0002] The comprehensive information help service can provide users with a variety of information services in a timely and convenient manner, among which the integrated voice help system is the most widely used. When users use the voice help system, they interact with the agents through speech. The system can provide users with various information services such as enterprise information, geographic information, and life information. [0003] An existing voice help system does not distinguish language information. After receiving a call from a user, it is directly transferred to an artificial agent, and the agent determines the next transfer. This greatly reduces service efficiency, and even makes some small Users of different languages ​​cannot...

Claims

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Application Information

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IPC IPC(8): H04M3/46H04M3/51H04M3/487H04M3/493
Inventor 唐雄燕詹若涛唐戎冯立华周广么青松
Owner CHINA UNITED NETWORK COMM GRP CO LTD
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