Interactive voice response method and response system

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...

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.

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