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Interactive voice response method, device, equipment and medium

An interactive voice and user technology, applied in the direction of automatic exchange, electrical components, telephone communication, etc., can solve the problems of reduced IVR access rate, low access efficiency, complexity, etc., to meet individual needs and save upgrade costs , the effect of improving the response efficiency

Active Publication Date: 2021-09-07
SHANXI CHINA MOBILE COMM CORP +1
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AI Technical Summary

Problems solved by technology

Although this method simplifies the configuration requirements of the voice board, it causes the following problems: (1) The voice broadcast process is cumbersome and complicated, inconsistent with the individual needs of customers, resulting in poor perception of customers to the IVR query acceptance system; (2) All users can only make a choice after listening to a single broadcast process, resulting in a long busy time of traffic, reducing the IVR access rate per unit time, resulting in low access efficiency, and unable to effectively use the IVR channel

Method used

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  • Interactive voice response method, device, equipment and medium
  • Interactive voice response method, device, equipment and medium
  • Interactive voice response method, device, equipment and medium

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Embodiment Construction

[0022] The characteristics and exemplary embodiments of various aspects of the present invention will be described in detail below. In order to make the purpose, technical solutions and advantages of the present invention more clear, the present invention will be further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described here are only configured to explain the present invention, not to limit the present invention. It will be apparent to one skilled in the art that the present invention may be practiced without some of these specific details. The following description of the embodiments is only to provide a better understanding of the present invention by showing examples of the present invention.

[0023] It should be noted that in this article, relational terms such as first and second are only used to distinguish one entity or operation from another entity or operation, and ...

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Abstract

The embodiment of the invention discloses an interactive voice response method, device, equipment and medium. The method includes: obtaining user-related information for determining a user's personalized menu template, the user-related information including the user's current state information; and determining a menu template suitable for the user based on the user-related information. Therefore, the menu template suitable for the user is determined through the relevant information of the user, so as to provide the voice broadcast service that meets the potential needs of the user, which greatly improves the user's good perception of the interactive voice response system, and improves the response efficiency at the same time.

Description

technical field [0001] The present invention relates to the technical field of interactive voice response, in particular to an interactive voice response method, device, equipment and medium. Background technique [0002] IVR (Interactive Voice Response) is an interactive voice response. Users only need to use the phone to enter the service center, and can inquire or handle corresponding services according to the operation prompts. [0003] At present, the IVR business acceptance and query system of the operator uses a unified broadcast template for voice broadcast. No matter what business is handled, the user needs to listen to the tedious welcome and broadcast menu, and then press the button according to their specific needs to transfer to the relevant acceptance process. . Although this method simplifies the configuration requirements of the voice board, it causes the following problems: (1) The voice broadcast process is cumbersome and complicated, inconsistent with the...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/493
CPCH04M3/493
Inventor 陈海波王维东
Owner SHANXI CHINA MOBILE COMM CORP
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