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Realizing method and system of automatic business process with full voice service

A voice service and automatic business technology, applied in the field of automatic business process realization methods and systems, can solve problems such as low system processing efficiency, and achieve the effects of reducing cumbersome button operations, improving efficiency, and shortening occupation time

Inactive Publication Date: 2010-03-31
ZTE CORP
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0006] The technical problem to be solved by the present invention is to propose a method and system for realizing an automatic business process with full voice service, so as to solve the problem that the user needs to perform multiple button operations in the voice service automatic business in the prior art, and the system processing efficiency is low. Enable users to get service quickly and conveniently

Method used

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  • Realizing method and system of automatic business process with full voice service
  • Realizing method and system of automatic business process with full voice service
  • Realizing method and system of automatic business process with full voice service

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Embodiment Construction

[0029] The core idea of ​​the present invention is: to reduce user's button operation, and adopt full voice service mode to serve the user.

[0030] In the present invention, the user dials the access number to enter the automatic business process, and after playing the welcome words, the user is directly prompted "what service do you need", etc., and then the user directly expresses the service he needs through voice, and the system passes The voice-to-text module converts voice keywords into keyword groups or key sentences recognized by the system, and is combined by the system. After the combination is completed, it is converted into voice through the text-to-speech module, and the converted keyword groups or The voice of the key sentence is broadcast to the user, and the user interacts with the system by voice according to the broadcast content of the system to express whether the broadcast content is correct or wrong, and the system converts the voice content (correct or w...

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Abstract

The invention discloses a realizing method of an automatic business process with a full voice service, comprising the following steps: a service controlling point (SCP) module controls a voice-to-textmodule to convert the voice of a user into text after a user call is received; the text is trimmed into key words or key sentences and is converted into voice through a text-to-voice module; the voice is then broadcasted to a user to confirm; after the validity of the voice is confirmed by the user, corresponding service information is broadcasted to the user through an interactive voice response(IVR) module. The invention also discloses a realizing system of the automatic business process with the full voice service. The invention can effectively reduce the fussy push-button operation of the user, shorten the system occupation time and improve the user satisfaction degree, and meanwhile, the invention also improves the efficiency of the call center and reduces the cost of the call center.

Description

technical field [0001] The invention relates to the field of communication and computer, in particular to a method and system for realizing automatic business process with full voice service. Background technique [0002] Call center, as a new modern service method that can make full use of existing communication means and computer technology, has attracted more and more people's attention. From a global perspective, the business volume of call centers is growing very fast. Foreign companies Frost & Sullivan predicted at the end of 2007 that the call center business in the Asia-Pacific region will maintain a strong growth momentum in the next five or six years. Although it started relatively late in China, it has become one of the important development directions in the IT industry. There are various signs that the call center market in my country is already in the stage of large-scale investment, and the market is becoming mature. Many industries are considering building th...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04L29/08G06F17/30G10L13/08
Inventor 罗明
Owner ZTE CORP
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