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Method and apparatus for quickly entering IVR menu

A menu and fast technology, applied in the field of IVR system, can solve the problems of wasting user time, unsatisfactory user experience, and returning, and achieve the effect of reducing menu levels, saving waiting time, and improving user experience

Inactive Publication Date: 2016-02-10
ZTE CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, with the increasing complexity of business logic and menus, users often need to press multiple keys or wait for a long time for menu prompts to enter the corresponding IVR menu items, which greatly limits the interaction between users and the IVR system. It has also become the most dissatisfied part of the current user experience
In addition, there is also a situation where the user accidentally presses the wrong button when entering a certain level of IVR menu, which may lead to returning to the main menu. At this time, the menu item selection from top to bottom must waste the user's time, and it is extremely It greatly affects the efficiency of users using the IVR system

Method used

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  • Method and apparatus for quickly entering IVR menu
  • Method and apparatus for quickly entering IVR menu
  • Method and apparatus for quickly entering IVR menu

Examples

Experimental program
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no. 1 example

[0038] In the first embodiment of the present invention, a method for quickly entering the IVR menu, such as figure 1 shown, including the following specific steps:

[0039] Step S101, matching in the IVR menu based on the user's voice.

[0040] Specifically, step S101 includes the following processing flow:

[0041] A1: Obtain the text corresponding to the user's voice;

[0042] Further, after the user is prompted with the menu item functions that can be used by the user, the user's voice is recorded and converted into the user's voice text, and the user's voice text is preprocessed. The preprocessing includes: removing stop words, and using regular The expression filters out non-GBK encoded characters and non-literal characters, typical non-literal characters, such as punctuation marks, and characters such as &#^, and stop words can be removed based on the stop word dictionary. The preprocessed user voice text is the text corresponding to the acquired user voice.

[0043...

no. 3 example

[0070] The third embodiment of the present invention, this embodiment is on the basis of the above embodiments, combined Figure 3-5 An application example of the present invention is introduced.

[0071] image 3 It is a schematic diagram of the composition and structure of the IVR system of this embodiment. Such as image 3 As shown, the IVR system includes: a speech channel processing module 101 , a speech recognition module 102 , a semantic analysis module 103 , a user behavior analysis module 104 and a business logic module 105 .

[0072] The speech path processing module 101, the speech recognition module 102 and the semantic analysis module 103 are similar to the function of the matching module in the second embodiment, and the user behavior analysis module 104 is similar to the function of the user behavior learning module in the second embodiment, and the business logic Module 105 is similar in function to the processing module in the second embodiment.

[0073] T...

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Abstract

The present invention provides a method and an apparatus for quickly entering an IVR (Interactive Voice Response) menu. The method comprises the steps of performing matching in the IVR menu based on user voice, and providing a menu item matched with the user voice for a user. The apparatus comprises a matching module and a processing module. Through adoption of the method and the apparatus of the present invention, the user can quickly reach the required menu item in the IVR menu directly through natural language interaction, thereby saving waiting time of the user, and improving use experience for an IVR; preferredly, if flattening processing of the IVR menu is added, the levels of the menu can be reduced; and when inaccurate user voice is inputted, the user can be actively guided level by level according to the voice inputted by the user before, so that the user can quickly enter the required menu.

Description

technical field [0001] The present invention relates to the technical field of IVR (Interactive Voice Response, Interactive Voice Response) system, in particular to a method and device for quickly entering an IVR menu. Background technique [0002] The IVR system is an important portal for the call center to realize human-computer interaction. In the traditional IVR system, the way for users to interact with the system is mainly through the keyboard of the phone. However, with the increasing complexity of business logic and menus, users often need to press multiple keys or wait for a long time for menu prompts to enter the corresponding IVR menu items, which greatly limits the interaction between users and the IVR system. It has also become the most dissatisfied part of the current user experience. In addition, there is also a situation where the user accidentally presses the wrong button when entering a certain level of IVR menu, which may lead to returning to the main men...

Claims

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Application Information

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IPC IPC(8): H04M3/51G06F17/30
CPCG10L15/26H04M3/50G06F16/00G16H10/60
Inventor 朱石争
Owner ZTE CORP
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