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A path prediction method and interactive voice response ivr path prediction system
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An interactive voice and prediction method technology, applied in the field of communication, can solve problems such as path optimization and path recommendation that cannot be realized
Active Publication Date: 2017-09-15
CHINA MOBILE COMM GRP CO LTD
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[0005] The embodiment of the present application provides a path prediction method and an interactive voice response IVR system to solve the technical problem that the IVR system in the prior art cannot realize dynamic path optimization and path recommendation
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Embodiment 1
[0055] Such as figure 1 As shown, the embodiment of the present application provides a path prediction method, which is applied in an interactive voice response IVR system, and the method includes:
[0056] Step 11, receiving a call request from a user, and connecting the call request to an IVR server connected to the IVR system.
[0057] Step 12, after receiving the call request, acquire the first current path of the user.
[0058] Step 13: Perform path prediction according to the first current path and the N first reference sequences stored in the IVR system, and obtain M second paths matching the first current path, M and N is a positive integer.
[0059] In the embodiment of this application, after the user's call request is connected to the IVR server, the system will receive the user access message sent by the CTI server, or the user's transfer information sent by the IVR server forwarded by the CTI server, wherein, The user access information or the user transfer acc...
Embodiment 2
[0089] Embodiment 2 of the present application provides an interactive voice response IVR path prediction system, such as Figure 4 shown, including:
[0090] The session control module 200 is configured to receive the first current path of the user sent by the CTI server connected to the IVR system.
[0091] A path prediction module 300, connected to the session control module 200, configured to match the first current path with the N first reference sequences stored in the IVR system to obtain a target reference sequence, where N is a positive integer .
[0092] The dynamic path control module 400 is connected with the session control module 200, and is used to match the target reference sequence with all paths stored in the IVR system, and obtain the path matching the target reference sequence and the M second paths matched by the first current path, where M is a positive integer.
[0093] Wherein, the session control module 200 receives the path information in the user se...
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Abstract
The present invention provides a path prediction method, which is applied in an interactive voice response IVR system. The method includes: receiving a call request from a user, and connecting the call request to an IVR server connected to the IVR system; After accessing the call request, obtain the first current path of the user; perform path prediction according to the first current path and the N first reference sequences stored in the IVR system, and obtain the prediction and the M second paths matched by the first current path, where M and N are positive integers. The above-mentioned technical solution provided by the present invention effectively solves the technical problem that the IVR system in the prior art cannot realize dynamic route optimization and route recommendation, and realizes the technical effect of dynamic route optimization and route recommendation of the IVR system. The invention also provides an interactive voice response IVR path prediction system.
Description
technical field [0001] The invention relates to the field of communication technology, in particular to a path prediction method and an interactive voice response IVR path prediction system. Background technique [0002] The Interactive Voice Response (Interactive Voice Response) IVR system has become an important part of the call center. Users only need to make a call to enter the service center, and obtain the services and information they need according to the operation prompts of the system, and automatically guide them. Handle various businesses. The interactive voice response system has become an important means to help enterprises develop and improve enterprise service levels. [0003] However, in the process of actually using the interactive voice response system, we will encounter some inconvenient situations. With the increase of services provided by enterprises, the amount of information in voice prompts is increasing, and the depth of paths is increasing. Users ...
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