Method for monitoring voice broadcast definition of interactive voice response (IVR) system

Abstract

The invention discloses a method for monitoring voice broadcast definition of an interactive voice response (IVR) system. The method comprises the following steps of: recording call information data in the IVR system, wherein the call information data comprises an identifier, a key sequence and a key moment sequence of a call, called voice broadcast and broadcast starting moments; extracting the call information data of the same voice broadcast in a period of time; calculating a broadcast ending moment of the voice broadcast according to the recorded broadcast starting moment and designed broadcast time; calculating that key response time Si in each call is equal to the difference of the key moment and the broadcast ending moment; calculating arithmetic mean E1 of the rest data of which Si values are more than or equal to 0; and comparing the E1 with a preset customer response threshold value E0, sending out alarm information if the E1 is greater than the E0, and prompting that the voice broadcast is not definite. By the method, the voice broadcast definition of each key in the IVR system can be automatically and accurately monitored and evaluated in real time, the non-definite voice broadcast is quickly positioned and alarmed, and the improvement on the service quality of the IVR system is facilitated.

Description

technical field [0001] The invention relates to the field of interactive voice response systems, in particular to a method for monitoring voice broadcast clarity of an IVR system. Background technique [0002] IVR (Interactive Voice Response) interactive voice response system can automatically process customer service requests, can provide services to customers anytime and anywhere, and has low cost, so it has been widely used in call centers. However, compared with manual channels, the customer satisfaction of IVR channels is usually lower. One of the important reasons is that the voice broadcast is not clear. There are many reasons for the unclear voice broadcast. The common reasons are that the broadcast speed is too fast and there is noise during recording. , the Mandarin of the recorder is not standard enough, and the voice contains industry terms that are difficult for customers to understand. [0003] The conventional method to evaluate the clarity of IVR voice broad...

AI Technical Summary

Problems solved by technology

[0005] 1) Since an IVR system usually contains hundreds or even thousands of voice nodes, the workload of manual dialing and testing is heavy and time-consuming;

[0006] 2) Excessive reliance on the experience of inspectors;

[0007] 3) It is difficult to find industry terms that ordinary customers cannot understand;

[0008] 4) The clarity can only be evaluated from the perspective of inspectors, and it is impossible to truly evaluate the clarity of speech from the perspective of customers

Images