IVR voice menu determination method and apparatus

A technology for determining methods and menus, which is applied in the field of communication and can solve the problem of high cost of human service enterprises and users

Inactive Publication Date: 2017-04-19
ALIBABA GRP HLDG LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

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Problems solved by technology

[0008] The purpose of the embodiment of the present application is to provide a method and device for determining a voice menu to solve the problem in the prior art that the IVR self-service voice menu service is fixed, and manual services are costly for enterprises and users

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  • IVR voice menu determination method and apparatus
  • IVR voice menu determination method and apparatus
  • IVR voice menu determination method and apparatus

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Embodiment Construction

[0045] In order to enable those skilled in the art to better understand the technical solutions in the present application, the technical solutions in the embodiments of the present application will be clearly and completely described below in conjunction with the drawings in the embodiments of the present application. Obviously, the described The embodiments are only some of the embodiments of the present application, but not all of them. Based on the embodiments in this application, all other embodiments obtained by persons of ordinary skill in the art without creative efforts shall fall within the scope of protection of this application.

[0046] figure 1 It is a frame diagram of a device including a voice menu determination process in the embodiment of the present application. Such as figure 1 As shown, the device includes a voice call terminal device 10, a voice call center server 20, an artificial seat device 30, other application equipment 40, a network 50 for connect...

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Abstract

The embodiment of the application discloses an IVR voice menu determination method and apparatus. The method comprises: acquiring user information corresponding to a voice call terminal getting access to a voice call center server; determining respective IVR modules included in an IVR module set corresponding to the voice call terminal according to the user information; according to the audio content of respective IVR modules in the IVR module set, determining and playing an IVR voice menu corresponding to the voice call terminal. The IVR voice menu determination method and apparatus may solve a problem that the IVR self-service voice menu service is fixed in the prior art but the cost of the enterprise and user in the manual service is high.

Description

technical field [0001] The present application relates to the technical field of communications, and in particular to a method and device for determining an IVR voice menu. Background technique [0002] With the continuous development of modern communication technology and computer technology, communication technology and computer technology have been widely used in people's daily life and work. [0003] Call center (also known as voice call center) is produced under the condition of making full use of modern communication technology and computer technology. A call center generally refers to an operating place that can automatically and flexibly handle a large number of different incoming and outgoing calls. [0004] The call center generally provides two ways of Interactive Voice Response (Interactive Voice Response, IVR) self-service and manual service. [0005] Generally, an enterprise provides a uniform standard static IVR voice menu for all users according to the scop...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/493H04M3/51
Inventor 吴庚水
Owner ALIBABA GRP HLDG LTD
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