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Method and device for accessing user to interactive response system

A technology for answering systems and accessing users, applied in the field of data processing, can solve problems such as increasing the workload of manual customer service, reducing the efficiency of users obtaining services, and the first information entered by users has no business-related content, so as to reduce workload and reduce The number of users and the effect of improving efficiency

Active Publication Date: 2017-08-18
ADVANCED NEW TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, if the user does not perform voice input, or the user's first input information does not have business-related content, the matching model cannot give effective suggestions on which self-service interactive service business scenario entrance to enter
In this case, users can only be diverted to the entrance of manual services, which increases the workload of manual customer service and reduces the efficiency of users' access to services

Method used

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  • Method and device for accessing user to interactive response system
  • Method and device for accessing user to interactive response system
  • Method and device for accessing user to interactive response system

Examples

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Embodiment Construction

[0018] For an interactive response system including multiple self-service interactive service business scene entrances, it is usually possible to understand the basic intentions of visiting users, and then divert them to the corresponding self-service interactive service business scene entrances. In addition to the first input information of the visiting user, in the business system served by the interactive response system, there are other information that can be obtained without user input that can help determine the user's visiting intention. For example, users usually access the interactive response system only after encountering problems or difficulties, and the problems or difficulties encountered by users are often related to the user's recent business operations, the situation of the user account, or the matters that the user will soon need to deal with. and other factors.

[0019] Therefore, the embodiment of the present application proposes a new method for the inter...

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Abstract

The invention provides a method for accessing a user to an interactive response system. The method comprises the steps of: when the first input information of a visiting user satisfies a predetermined invalid condition, acquiring a recognition factor value of the visiting user, the recognition factor comprising a plurality of parameters for describing historic user behaviors and / or current state; inputting the recognition factor value of the visiting user to a recognition model to obtain a category assessment value, having a maximum probability, of the visiting user, wherein the recognition model is obtained by training using all recognition factors of the user in a sample as an input and using a self-help interactive service scene entry where the user enters in the sample as a target category; and when the probability value of the category assessment value satisfies a predetermined self-help condition, distributing the visiting user to the self-help interactive service scene entry corresponding to the category assessment value. By adopting the technical solution, the quantity of users distributed to staff service is reduced, and the efficiency of obtaining services by users is improved while the workload of staff service is relieved.

Description

technical field [0001] The present application relates to the technical field of data processing, and in particular to a method and device for an interactive response system to access users. Background technique [0002] With the development of the Internet, self-service based on artificial intelligence technology is more and more widely used in the field of enterprise customer service. Self-service can be online 7×24 hours, can respond to users' questions more quickly and standardizedly, communicate with users in the form of voice dialogue or text chat, and liberate manual customer service from a large number of repetitive questions and answers. [0003] In the prior art, according to the service characteristics of the application system served, the IVR (Interactive Voice Response, Interactive Voice Response) system includes multiple self-service interactive service service scene entrances, and each self-service interactive service service scene entrance usually represents ...

Claims

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Application Information

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IPC IPC(8): H04M3/493H04M3/51G06K9/62
CPCH04M3/493H04M3/5166G06F18/2415G06F18/214
Inventor 张懿周韫文毛佩瑶赖晓虎董泽伟
Owner ADVANCED NEW TECH CO LTD
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