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Service inquiry method and service inquiry system based on visual IVR (Interactive Voice Response)

A query method and query system technology, which are applied in the field of business query methods and systems based on visual IVR, can solve the problems of increasing the pressure of manual answering, underutilization of automatic station functions, wasting time, etc., so as to improve automatic processing capabilities and reduce The effect of customer service call pressure and convenient use

Inactive Publication Date: 2015-12-09
北京思特奇信息技术股份有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0002] At present, the automatic customer service station (such as China Mobile 10086) is dialed to the designated access code by telephone, and by listening to the automatic voice, one can search for the business they want to consult or handle step by step. Most users find it troublesome and directly transfer to Manual, on the one hand, increases the pressure of manual answering; on the other hand, the function of the automatic station is not fully utilized; on the other hand, the user finds it inconvenient and wastes time listening to a lot of welcome words and menu words that do not need to be heard

Method used

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  • Service inquiry method and service inquiry system based on visual IVR (Interactive Voice Response)
  • Service inquiry method and service inquiry system based on visual IVR (Interactive Voice Response)
  • Service inquiry method and service inquiry system based on visual IVR (Interactive Voice Response)

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Embodiment 1

[0024] Embodiment 1. A visual IVR-based service query method. Combine below Figure 1-Figure 3 The method provided in this embodiment will be described in detail.

[0025] see figure 1 , S1. After connecting to the service IVR, select a service menu button on the visual IVR interface of the mobile terminal, and splice the selected service menu buttons according to predetermined rules.

[0026] Specifically, the user may install a visual IVR (Interactive Voice Response, Interactive Voice Response) system on the mobile terminal. When the user needs to inquire or handle business, he can open the visual IVR interface on the mobile terminal, and the visual IVR interface will display the commonly used service menu of the traffic IVR, which is embodied as the service menu button, where the service menu button is usually a number button. There is a hierarchical relationship between the service menu buttons, and the service menu buttons at each level have a corresponding relationshi...

Embodiment 2

[0034] Embodiment 2, a business query system based on a visual IVR. Combine below Figure 4 The system provided in this embodiment will be described in detail.

[0035] see Figure 4 , the system provided by the present embodiment includes a mobile phone terminal 10 and traffic IVR20, wherein the mobile phone terminal 10 includes a service button display module 101, a service button selection module 102, a button splicing module 103, an instruction conversion module 104, a decomposition module 105 and a menu update Module 106, the traffic IVR20 includes a routing module 201 and a query result feedback module 202.

[0036] The service button display module 101 in the mobile terminal 10 is mainly used to display the service menu buttons on the visual IVR interface in a list or tree structure.

[0037]Specifically, the user may install a visual IVR (Interactive Voice Response, Interactive Voice Response) system on the mobile terminal 10 . When the user needs to inquire or han...

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Abstract

The invention discloses a service inquiry method and a service inquiry system based on a visual IVR (Interactive Voice Response). The service inquiry method comprises the following steps: selecting service menu keys in a visual IVR interface of a mobile phone terminal after a telephone IVR is connected, and joining the selected service menu keys according to a pre-set rule; converting the jointed service menu keys into a mobile phone communication instruction, and decomposing and transmitting the mobile phone communication instruction to the telephone IVR; and routing the telephone IVR onto a corresponding service node according to the received decomposed mobile phone communication instruction, and feeding back inquiry result information corresponding to the service node to the mobile phone terminal. By means of the service inquiry method provided by the invention, common service nodes in the telephone IVR are displayed in the visual IVR interface of the mobile phone terminal, so that users can transfer the common service nodes onto service nodes to be accepted by self through one key, instead of listening fussy welcomes, broadcasting menu sound and the like; therefore, the method is convenient for users to use; the automatic processing capability of the telephone IVR is increased; and telephone traffic pressure of customer services is reduced.

Description

technical field [0001] The invention relates to the field of communication technology, in particular to a visual IVR-based service query method and system. Background technique [0002] At present, the automatic customer service station (such as China Mobile 10086) is dialed to the designated access code by telephone, and by listening to the automatic voice, one can search for the business they want to consult or handle step by step. Most users find it troublesome and directly transfer to Manpower, on the one hand, increases the pressure of manual answering; on the other hand, the function of the automatic station is not fully utilized; on the other hand, the user feels inconvenient and wastes time listening to a lot of welcome words and menu words that do not need to be heard. Contents of the invention [0003] The technical problem to be solved by the present invention is to provide a service query method and system based on a visual IVR, which can enable users to switch...

Claims

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Application Information

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IPC IPC(8): H04M3/493
CPCH04M3/493
Inventor 李锦
Owner 北京思特奇信息技术股份有限公司
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