A Method and System for Implementing IVR Self-Service Adapted to Traditional SCE Components

Abstract

The present invention discloses a method and system for implementing IVR self-service adapted to traditional SCE components, belonging to the technical field of IVR self-service, and comprising the following steps: S1: IVR process configuration; S2: IVR process execution. The present invention adapts to the SCE of traditional IVR manufacturers by means of process definition and general API docking, uses the traditional SCE as a channel, and strips the business from it to form structured process data; in the actual process of IVR business development and operation, the traditional SCE only requires a standard channel process, and the business side uses a custom process to create and develop the business, which not only avoids the technical risks of replacing traditional SCE components, but also improves the efficiency of business development and operation and maintenance, helps the evolution of self-service business, improves customer satisfaction, and is worthy of being promoted and used.

Description

Technical Field

[0001] The present invention relates to the technical field of IVR self-service, and particularly relates to a method and system for implementing IVR self-service that adapts to traditional SCE components. Background Art

[0002] In traditional customer service centers, the development and operation of IVR self-service both rely on mainstream IVR engine suppliers in the market. Their design methods and architecture styles are old-fashioned, and there are problems such as low development efficiency, high development technical threshold, time-consuming problem troubleshooting, and difficult operation and maintenance, which greatly affect the iteration and operation and maintenance of customer service center services. At the same time, traditional IVR engines are highly coupled with the access platform (queue machine) (due to the unified technical standards in the market for traditional IVR engines and access platforms (queue machines), each manufacturer develops according to its privatized protocol and cannot be connected to other manufacturers, with a high degree of technical coupling). The technical risk of directly docking the replacement of the IVR engine by external manufacturers with the queue machine is relatively large, and the following specific problems exist: Low development efficiency: Limited by the outdated architecture and technology, business development requires the use of complex components, resulting in slow development efficiency; Difficult interaction with external systems: Traditional IVR engines only support single-style API (Application Programming Interface) interaction and cannot support multiple current mainstream APIs such as RESTful; Slow business deployment: The deployment and loading of business processes cannot be real-time, which may cause production interruptions; Difficult operation and maintenance: Special tools are required to track and troubleshoot technical problems after they occur, which takes a long time and has a high labor cost, further increasing the difficulty of operation and maintenance. Therefore, a method for implementing IVR self-service that adapts to traditional SCE components is proposed. Summary of the Invention

[0003] The technical problem to be solved by the present invention is: How to solve the problems of low development efficiency, difficult interaction with external systems, slow business deployment, etc. existing in the prior art, and a method for implementing IVR self-service that adapts to traditional SCE components is provided.

[0004] The present invention solves the above technical problems through the following technical solutions. The present invention includes the following steps:

[0005] S1: IVR Process Configuration

[0006] According to the requirements of the IVR business process, design and configure an adapted custom process. The configuration content includes configuring the process business type, process name, and process version; after the process version is newly created, configure the business logic of the process version; configure common corpora and interfaces according to the data referenced by the process; select the version number on the process configuration page to release the version of the process and officially enable the version to complete the IVR process configuration;

[0007] S2: IVR Process Execution

[0008] After the user enters the IVR engine, the standard process is started and the corresponding IVR service process is entered according to business needs. The IVR engine actively obtains custom process data, corpus data, and interface configuration data through the API according to the service process selected by the user. The IVR engine starts to read the data of the first link in terms of links, and identifies the specific action type to be executed based on the read link attributes. After the execution is completed, it continues to read the attributes of the next link and continuously identifies until the user exits the IVR engine after all the link data of the current process has been executed.

[0009] Furthermore, in the step S1, each service process is configured with a service type, a process name, and multiple process versions; the process versions are defined according to the sequence of configuring the process, and are incremented based on the previous process version number.

[0010] Furthermore, in the step S1, the business logic includes process links, link attributes, and process branches; the process links are the links or units that make up the service process, and a service process is composed of multiple process links; the link attributes represent the business attributes of a link. For example, the "query local call charges" link is an "automatic" link, and the "automatic" link is the attribute; the process branches represent the subsequent directions of the process, which may be one branch or multiple branches, and can explain the logical association with other processes in terms of business.

[0011] Furthermore, in the step S1, the business logic of configuring the process version is to configure a latest version of the process, only with a difference in the version number, and essentially the same as the process of configuring the process steps.

[0012] Furthermore, in the step S1, when configuring the common corpus and interfaces according to the data referenced by the process configuration, the common corpus and interfaces are configured according to the data referenced in the link attributes configured by the process.

[0013] Furthermore, in the step S1, configuring the common corpus and interfaces according to the data referenced in the link attributes configured by the process means selecting the common corpus and interfaces that are business-related to the attributes of this link from the existing common corpus and interfaces, and determining the reference relationship.

[0014] The present invention also provides an IVR self-service implementation system adapted to traditional SCE components, which implements IVR self-service by using the above method, including:

[0015] The process configuration module is used to design and configure an adapted custom process according to the requirements of the IVR business process. The configuration content includes configuring the business type of the process, the process name, and the process version. After the process version is newly created, the business logic of the process version is configured. Common corpora and interfaces are configured according to the data referenced by the process. The version number is selected on the process configuration page for the version release of the process, and the version is officially enabled to complete the IVR process configuration.

[0016] The process execution module is used to start the standard process and enter the corresponding IVR business process according to business needs after the user enters the IVR engine. The IVR engine actively obtains custom process data, corpus data, and interface configuration data through the API according to the business process selected by the user. The IVR engine starts to read the data of the first link in terms of links, and identifies the specific action type to be executed according to the attributes of the read link. After the execution is completed, it continues to read the attributes of the next link and continuously identifies until the user exits the IVR engine after all the link data of the current process has been executed.

[0017] The control and processing module is used to send instructions to other modules to complete related actions.

[0018] Both the process configuration module and the process execution module are communicatively connected to the control and processing module.

[0019] The present invention has the following advantages compared with the prior art: The IVR self-service implementation method for adapting traditional SCE components adapts the SCE (Service Creation Environment) of traditional IVR (Interactive Voice Response) manufacturers through the way of process definition and general API docking. Taking the traditional SCE as a channel, the business is stripped out to form structured process data. In the actual IVR business development and operation process, the traditional SCE only needs a standard channel process, and the business side uses custom processes to create and develop businesses, which not only avoids the technical risks of replacing traditional SCE components, but also improves the efficiency of business development and operation and maintenance, helps the evolution of self-service businesses, improves customer satisfaction, and is worthy of being promoted and used. Description of the Drawings

[0020] Figure 1 It is a schematic flowchart of IVR process configuration in the second embodiment of the present invention;

[0021] Figure 2 It is a schematic flowchart of IVR process execution in the second embodiment of the present invention;

[0022] Figure 3 It is a schematic flowchart of the integral query self-service process in the third embodiment of the present invention. Detailed Embodiments

[0023] The embodiments of the present invention will be described in detail below. These embodiments are implemented on the premise of the technical solution of the present invention, and detailed implementation manners and specific operation processes are given. However, the protection scope of the present invention is not limited to the following embodiments.

[0024] Embodiment 1

[0025] This embodiment provides a technical solution: a method for implementing IVR self-service adaptation to traditional SCE components. This method provides an interaction with the traditional IVR engine through the API based on a custom process, using the traditional IVR engine as a channel to run custom process data, thereby realizing the IVR service. Currently, there are mainly two mainstream IVR engines on the market, which refer to the engines independently developed by two manufacturers in the market, and the combined market share of the two manufacturers is more than 80%. Their basic design methods and principles are not very different. By sorting out the common functions and methods of the two engines, the general links of the adaptation process are obtained. Through a custom process engine, the general links are associated through the configuration process to realize the definition of the IVR service. During the actual business operation, the traditional IVR engine actively obtains the custom process definition data through the API, and realizes the IVR service operation by reading the business attributes and actions in the custom process.

[0026] The main steps of this method are as follows:

[0027] The first step: According to the IVR engine of the party to be adapted, sort out its general functions, such as: playing sound, receiving numbers, pausing, basic operations, script operations, interface calls, recording, transferring to process, transferring to menu, transferring to manual, transferring to outside line, branching, etc. (depending on the differences of manufacturers, the general functions are different); then form component classes through configuration. Component classes refer to the same type of components with the same attributes. By configuration, the corresponding attributes of the components are configured. The configuration items include: component class name, component class code, component class classification, component class description;

[0028] The second step: Configure the attributes according to the business characteristics of each component class. For example, the attributes of the sound-playing component class include: playing type, playing corpus, replacement parameter set, etc.; the configuration attribute content includes: attribute code, attribute name, attribute display name, attribute value input type, attribute value field subscript, value range type, value range script, default value, attribute description;

[0029] The third step: Define the process version according to the definition of the above component classes. After creating a process name and its first version, load the above-configured component classes, configure the process in a drag-and-drop manner, and load the attributes of the above-configured component classes in the component attribute configuration interface. Finally, configure the IVR service process through the drag-and-drop of component classes and the configuration of component class attributes and save it;

[0030] Step 4: For the external interfaces required in the business process, data references can be made according to the interface configuration to achieve docking with the peripheral systems.

[0031] The implementation principle of this method is as follows: After the traditional IVR engine loads the general IVR business process, it calls the API through the Http method to obtain the custom process data; it executes the IVR business actions by reading the links and attributes in the custom process data, including: playing sounds, receiving numbers, basic operations, etc.; for non-business actions, it can identify: transferring to an operator, transferring to a menu, etc.; it continuously iteratively runs the custom process data in a link-based manner to implement IVR self-service and meet the service requirements of customers.

[0032] The IVR self-service implementation method in this embodiment is applicable to domestic mainstream IVR engine suppliers and is adapted through configuration; it can meet all IVR business scenarios of telecom operator customer service; it has the characteristics of high efficiency and decoupling in the actual IVR business development and business docking processes; it is simple to operate and maintain and has a low technical threshold.

[0033] Embodiment 2

[0034] In this embodiment, the IVR self-service implementation method for adapting to traditional SCE components includes the following two main steps:

[0035] 1. IVR process configuration (as Figure 1 shown):

[0036] 1). According to the requirements of the IVR business process, design and configure the adapted custom process (drag and drop components into the links of the process and connect the lines on the process configuration interface, and configure the business attributes on the property interface of each component to form a custom business process as a whole). The business process includes the business type, process name, and process version. Each business process can be configured with one business type, one process name, and multiple process versions; the definition of the process version is based on the sequence of configuring the process, and usually defaults to incrementing the previous process version number (such as 1.0, 2.0, etc.);

[0037] 2). After the process version is newly created, configure the process links (or components), link attributes, process branches, etc. according to the specific process business logic; specifically, use the drag-and-drop method to drag the components to the specified positions and configure the component attributes and process branches;

[0038] 3). Configure the common corpora and interfaces according to the data referenced in the link (component) attributes of the process configuration; specifically, on the component configuration interface, select the common corpora and interfaces related to the business of this link attribute from the existing common corpora and interfaces and determine the reference relationship;

[0039] 4), After completing the above operations, select the version number on the process configuration page to release the version of the process, officially enable the version, and complete the IVR process configuration of the process.

[0040] 2. IVR process execution (as Figure 2 shown):

[0041] 1), After the user enters the traditional IVR engine, start the standard process and enter the corresponding IVR business process according to business needs;

[0042] 2), The traditional IVR engine actively obtains custom process data, corpus data, interface configuration data, etc. through the API (Http method) according to the business process (number) selected by the user;

[0043] 3), The traditional IVR engine starts to read the data of the first link in terms of links (components), identifies the specific action types to be executed based on the read link attributes, such as: playing sound, receiving numbers, turning to the menu, etc. After the execution is completed, continue to read the next link attribute and continue to identify, and so on;

[0044] 4), According to the above method, until all the link data of the current process is executed, then obtain the process selected by the user and repeat step 3) until the user actively exits the traditional IVR engine.

[0045] Embodiment 3

[0046] As Figure 3 shown, in this embodiment, take the "points query" self-service process as an example:

[0047] Table 1 Comparison between the traditional SCE solution and the technical solution of the present invention

[0048]

[0049] In summary, the above-mentioned IVR self-service implementation method for adapting traditional SCE components, through the method of process definition and general API docking, adapts to the SCE of traditional IVR manufacturers, uses the traditional SCE as a channel, and strips the business from it to form structured process data; in the actual IVR business development and operation process, the traditional SCE only needs a standard channel process, and the business side uses custom processes to create and develop business, which not only avoids the technical risks of replacing traditional SCE components, but also improves the efficiency of business development and operation and maintenance, helps the evolution of self-service business, improves customer satisfaction, and is worthy of being promoted and used.

[0050] Although the embodiments of the present invention have been shown and described above, it is to be understood that the above embodiments are exemplary and should not be construed as limiting the present invention. Those of ordinary skill in the art can make changes, modifications, substitutions, and variations to the above embodiments within the scope of the present invention.

Claims

1. A method for implementing IVR self-service adaptation to traditional SCE components, characterized in that, It includes the following steps: S1: IVR process configuration According to the requirements of the IVR business process, design and configure an adapted custom process. The configuration content includes configuring the business type of the process, the process name, and the process version; After the process version is newly created, configure the business logic of the process version; configure common corpora and interfaces according to the data referenced by the process; Select the version number on the process configuration page to release the version of the process, officially enable the version, and complete the IVR process configuration; In the step S1, each business process is configured with one business type, one process name, and multiple process versions; The definition of the process version is based on the sequence of configuring the process and increments on the previous process version number; In the step S1, the business logic includes process links, link attributes, and process branches; The process link is the link or unit that makes up the business process. A business process is composed of multiple process links; the link attribute represents the business attribute of a link; the process branch represents the subsequent direction of the process, which is one branch or multiple branches, and is used to illustrate the logical association with other processes in business; In the step S1, when configuring common corpora and interfaces according to the data referenced by the process, configure common corpora and interfaces according to the data referenced in the link attributes configured by the process; In the step S1, configuring common corpora and interfaces according to the data referenced in the link attributes configured by the process means selecting the common corpora and interfaces related to the business of this link attribute from the existing common corpora and interfaces and determining the reference relationship; S2: IVR process execution After the user enters the IVR engine, start the standard process and enter the corresponding IVR business process according to business needs. The IVR engine actively obtains custom process data, corpus data, and interface configuration data through the API according to the business process selected by the user; the IVR engine starts to read the data of the first link in terms of links, and identifies the specific action type to be executed based on the read link attributes; after the execution is completed, continue to read the next link attribute and continuously identify until the user exits the IVR engine after all the link data of the current process has been executed.

2. The IVR self-service implementation method for adapting to traditional SCE components according to claim 1, characterized in that: In the step S1, configuring the business logic of the process version means configuring a process of the latest version.

3. An IVR self-service implementation system adapted to traditional SCE components, characterized in that, Implementing IVR self-service by using the method described in claim 1 or 2 includes: A process configuration module, which is used to design and configure an adapted custom process according to the requirements of the IVR business process. The configuration content includes configuring the business type of the process, the process name, and the process version; after the process version is newly created, configure the business logic of the process version; configure common corpora and interfaces according to the data referenced by the process; select the version number on the process configuration page to release the version of the process, officially enable the version, and complete the IVR process configuration; A process execution module, which is used to start a standard process and enter the corresponding IVR business process according to business needs after the user enters the IVR engine. The IVR engine actively obtains custom process data, corpus data, and interface configuration data through the API according to the business process selected by the user. The IVR engine starts to read the data of the first link in terms of links, and identifies the specific action type to be executed based on the read link attributes. After the execution is completed, it continues to read the attributes of the next link and continuously identifies until the user exits the IVR engine after all the link data of the current process have been executed; A control and processing module, which is used to send instructions to other modules to complete relevant actions; Both the process configuration module and the process execution module are communicatively connected to the control and processing module.

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