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Interactive voice response method and device

An interactive voice response and voice technology, applied in voice analysis, voice recognition, automatic switching office, etc., can solve the problem that users cannot enter functional service branches, and achieve the effect of simplifying the process of menu selection

Active Publication Date: 2020-08-18
INDUSTRIAL AND COMMERCIAL BANK OF CHINA +1
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Nevertheless, in actual business scenarios, users generally have a certain purpose each time they use telephone banking, and currently it is not possible to quickly guide users to the corresponding functional service branch according to their purpose

Method used

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  • Interactive voice response method and device
  • Interactive voice response method and device

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Embodiment Construction

[0034] In order to make the purpose, technical solutions and advantages of the embodiments of the present invention more clear, the embodiments of the present invention will be further described in detail below in conjunction with the accompanying drawings. Here, the exemplary embodiments and descriptions of the present invention are used to explain the present invention, but not to limit the present invention.

[0035] In order to overcome the defect of cumbersome operation of the self-service voice menu (for example, telephone bank customer menu), the embodiment of the present invention provides an interactive voice response method based on voiceprint recognition. Voiceprint recognition uses the voice features of the human body, and the recognized voiceprint features can represent the uniqueness of the user's identity. Therefore, the voiceprint verification technology based on the speaker's voice can be used for voice-based remote phone verification. The present invention pr...

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Abstract

The invention provides an interactive voice response method and device. The method comprises the following steps: receiving voice password information; carrying out speech voiceprint recognition according to the speech password information to obtain voiceprint eigenvalue; querying pre-stored voiceprint features according to the voiceprint eigenvalue matching; in the case of matching query of voiceprint features, according to the matching query of voiceprint features, querying the corresponding relationship between the pre-established voiceprint features and the voice menu information to obtainthe voice menu information corresponding to the voiceprint eigenvalues. The voice menu information is used for acquiring a corresponding voice menu file to report to read the corresponding voice menu. The scheme can simplify the operation of the self-service voice menu in a user-defined manner.

Description

technical field [0001] The invention relates to the technical field of self-service voice, in particular to an interactive voice response method and device. Background technique [0002] The basic function of the telephone self-service voice system, namely the Interactive Voice Response System (IVR), is to realize the voice interaction between man and machine through the telephone. The call center of the interactive voice response system can provide users with self-service. At present, the telephone self-service voice system widely used by banks requires customers to enter the card number and password through the digital keyboard to complete the system login, and the user needs to listen to the voice menu before selecting the desired function. Users need to face complex, lengthy, and cumbersome IVR menus. Even skilled users need to press several times in succession to get the corresponding service when performing an operation. Because most users are not familiar with the I...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/493G10L17/02G10L17/22G10L15/22
CPCG10L15/22G10L17/02G10L17/22H04M3/493H04M3/4936
Inventor 闫跃陈惠梅李积宏田燕红
Owner INDUSTRIAL AND COMMERCIAL BANK OF CHINA