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Button prediction method, device, and computer-readable storage medium

A prediction method and button technology, applied in market forecasting, subscriber special services, electrical components, etc., can solve problems such as wasting user time, increasing the burden of human resources, and poor user experience, so as to save user time and improve user experience. Effect

Active Publication Date: 2021-06-11
PING AN TECH (SHENZHEN) CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

For users who are not familiar with the IVR menu structure, they may find the service selection button they need to handle after listening to many irrelevant voice broadcasts, which wastes the user's time and brings a bad experience to the user
In addition, in order to save time, users are likely to directly choose manual services to handle business, which will increase the burden on human resources

Method used

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  • Button prediction method, device, and computer-readable storage medium
  • Button prediction method, device, and computer-readable storage medium
  • Button prediction method, device, and computer-readable storage medium

Examples

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Embodiment Construction

[0040] It should be understood that the specific embodiments described here are only used to explain the present invention, not to limit the present invention.

[0041] The invention provides a key prediction method. refer to figure 1 As shown in FIG. 2 , it is a schematic flowchart of a key prediction method provided by an embodiment of the present invention. The method may be performed by a device, and the device may be implemented by software and / or hardware.

[0042] In this embodiment, the button prediction method includes:

[0043] S1. Receive an incoming line, and identify the telephone number of the incoming line.

[0044] In this solution, when the device receives an incoming line, it connects the incoming line to an automatic voice response system, and at the same time identifies the telephone number of the incoming line.

[0045]S2. According to the telephone number, obtain the basic information of the customer to which the telephone number belongs from a custom...

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PUM

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Abstract

The present invention relates to an artificial intelligence technology, and discloses a button prediction method, including: receiving an incoming line, identifying a phone number, and obtaining the basic information of a customer; According to the customer's basic information, the customer's user attributes, the past behavior attributes performed through different channels within a preset period of time, and the incoming line characteristic attributes of this current incoming line are obtained; the various attribute data obtained above Combining features to obtain prediction data; and inputting the prediction data into a pre-trained prediction model to predict the intention of the customer to enter the line this time, and automatically adjust the voice broadcast sequence of the automatic voice response menu according to the preset rules. The invention also provides a key prediction device and a computer-readable storage medium. The invention realizes self-adjustment of the voice broadcast sequence of the IVR menu, saves user time and improves user experience.

Description

technical field [0001] The present invention relates to the technical field of artificial intelligence, in particular to a button prediction method, device and computer-readable storage medium based on automatic voice response technology. Background technique [0002] In the customer service system, automatic voice response (Interactive Voice Response, IVR) and manual service are two important channels for product / service providers to interact with users. Automatic voice response can interact with users through automatic processes, and it is easy to complete Clear inquiry, consulting, business handling and other functions are characterized by fast, clear, reasonable, simple, and low operating costs. Manual services are characterized by humanization, timeliness, and embodying noble services. Automatic voice response and manual services complement each other. With the rapid development of communication services, users have higher and higher requirements for customer service se...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/51G06Q30/02
CPCG06Q30/0201G06Q30/0203G06Q30/0281H04M3/5166
Inventor 周俊琨彭小明李培彬严江浩
Owner PING AN TECH (SHENZHEN) CO LTD
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