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Call processing method, system and device

A technology of call processing and call request, applied in the network field, can solve problems affecting user experience, slow interaction speed, low efficiency, etc., and achieve the effect of saving waiting time and improving user experience

Active Publication Date: 2021-09-21
CHINA UNITED NETWORK COMM GRP CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] The technical problem to be solved by the present invention is to provide a call processing method, system and device for the above-mentioned deficiencies in the prior art, so as to solve the problem that if there are many menu options when the existing IVR system is working, the user will easily forget the previously played voice. Menu content. In addition, if the menu options required by the user are later, they must also listen to the previous menu option information, unable to jump, slow interaction speed, low efficiency, and affect user experience.

Method used

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  • Call processing method, system and device
  • Call processing method, system and device

Examples

Experimental program
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Embodiment 1

[0056] This embodiment provides a call processing method, which is applied to a call processing system, such as figure 1 As shown, the method includes:

[0057] Step S102: Receive a call request sent by the terminal.

[0058] In this embodiment, the call processing system is an extended IVR system, that is, the existing IVR system is extended, and the call processing method of the present invention is implemented by adding modules or adding a visualization server. When a user dials a service hotline through the terminal, the terminal will send a call request to the call processing system.

[0059] Step S104: Obtain recent user operation behavior records of the terminal according to the call request.

[0060] Specifically, the call processing system can send a user operation behavior record query request to the terminal or a third-party server according to the call request, so that the terminal or the third-party server can send the recent user operation behavior record of th...

Embodiment 2

[0108] Such as image 3 As shown, this embodiment provides a call processing method, which is applied to a terminal, and the method includes:

[0109] Step S202: Send a call request to the call processing system, so that the call processing system can obtain the recent user operation behavior record of the terminal according to the call request, adjust the preset voice menu according to the user operation behavior record, and generate and adjust the voice The visual menu corresponding to the menu;

[0110] Step S204: receiving and displaying the visual menu sent by the call processing system.

Embodiment 3

[0112] Such as Figure 4 As shown, the present embodiment provides a call processing system, including: an IVR server 11 and a visualization server 12;

[0113] The IVR server 11 is used to receive the call request sent by the terminal, and send a visual menu request to the visualization server 12 according to the call request;

[0114] The visualization server 12 is used to obtain the recent user operation behavior record of the terminal after receiving the visualization menu request;

[0115] The visualization server 12 is also used to adjust the preset voice menu corresponding to the IVR server 11 according to user operation behavior records, and generate a visualization menu corresponding to the adjusted voice menu, and send the adjusted voice menu to the IVR server 11;

[0116] The visualization server 12 is also used to send a visualization menu to the terminal, and the visualization menu is used to trigger the terminal to display the visualization menu after receiving...

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Abstract

The invention provides a call processing method, system and device. The method comprises the following steps: receiving a call request sent by a terminal; acquiring recent user operation behavior records of the terminal according to the call request; adjusting a preset voice menu according to the user operation behavior records, and generating a visual menu corresponding to the adjusted voice menu; and sending the visual menu to the terminal and playing the adjusted voice menu, wherein the visual menu is used for triggering the terminal to receive the visual menu and then displaying the visual menu. According to the method, the system and the device, the problems that when an existing IVR system works, if menu options are many, a user may easily forget voice menu content played before, in addition, if the menu option needed by the user is close to the end, the user have to listen to the information of the first menu options, jumping cannot be achieved, the interaction speed is low, the efficiency is low, and the user experience is affected can be solved.

Description

technical field [0001] The present invention relates to the field of network technology, in particular to a call processing method, system and device. Background technique [0002] The service hotline is usually established on the call center of enterprises and institutions, and the interactive voice response (InteractiveVoice Response, IVR) system is an important device for the call center to provide self-service voice service, and it works with other subsystems to realize the standard functions of the call center , and at the same time, it is an independent subsystem that can be operated, maintained and upgraded independently, and can be used independently in occasions where only IVR is required. The IVR system uses a user-oriented voice directory, and completes the query of corresponding information and the execution of commands according to the selection made by the user using the phone keyboard or voice, that is, the IVR system is controlled by the phone button or voice...

Claims

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Application Information

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IPC IPC(8): H04M3/51H04M3/42
CPCH04M3/5166H04M3/42153H04M3/4217
Inventor 赵友军王蓓蓓王鑫
Owner CHINA UNITED NETWORK COMM GRP CO LTD
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