Interactive voice response method and response system

An interactive voice and response system technology, applied in the field of human-computer interaction, can solve the problems of inaccurate interaction, increased workload of manual customers, and inability to directly navigate leaf nodes, etc., to achieve the effect of ensuring security and improving interaction accuracy

Active Publication Date: 2019-11-12
SHANGHAI XIAOI ROBOT TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

First of all, the user's intent is navigated to the traditional IVR node, the interaction is not precise enough or the leaf node cannot be directly navigated
Secondly, the traditional IVR system generally only has dozens of businesses. If customers do not only want to inquire or handle business, but to consult business, they usually transfer to manual directly, which increases the workload of manual customers.

Method used

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  • Interactive voice response method and response system
  • Interactive voice response method and response system
  • Interactive voice response method and response system

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Embodiment Construction

[0041] The present invention will be described in detail below in conjunction with the accompanying drawings and specific embodiments. Note that the aspects described below in conjunction with the drawings and specific embodiments are only exemplary, and should not be construed as limiting the protection scope of the present invention.

[0042] figure 1 is a flowchart illustrating an interactive voice response method 100 according to an aspect of the present invention.

[0043] Such as figure 1 As shown, the interactive voice response method 100 may include the following steps:

[0044] Step 110: Perform speech recognition on the user's speech input.

[0045] The function of the voice recognition step is to recognize the question input by the user through the voice form as text. Speech recognition technology mainly includes two parts: the language model training phase and the recognition phase using the language model.

[0046] The language model training stage is to mode...

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Abstract

The invention provides an interactive voice answering method which comprises the steps of performing voice recognition on a voice input of a user; determining a target service according to a voice recognition result; comparing confidence level of the voice recognition result with a confidence level range which is required for executing the target service; and controlling execution of the target service based on a confidence level comparison result.

Description

technical field [0001] The invention relates to human-computer interaction technology, in particular to an interactive voice response method and a response system. Background technique [0002] IVR (Interactive Voice Response) is an interactive voice response. Users only need to use the phone to enter the service center. They can listen to mobile entertainment products according to the operation prompts, and can also play relevant information according to the content input by the user, or based on the user's questions. Provide consultation or business handling. [0003] With the continuous development of voice recognition technology, many enterprises have applied voice recognition technology to traditional IVR systems, but most of these applications still stay at the level of intelligent voice navigation. First of all, the user's intent is navigated to the traditional IVR node, and the interaction is not precise enough or cannot be directly navigated to the leaf node. Seco...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): G10L15/22G10L15/26
CPCG10L15/22G10L15/26
Inventor 曾永梅朱频频
Owner SHANGHAI XIAOI ROBOT TECH CO LTD
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