Method for setting voice broadcast waiting time of IVR (Interactive Voice Response) system

A technology of voice broadcasting and waiting time, which is applied in the direction of automatic switching office, telephone communication, electrical components, etc., can solve the problems of reduced success rate of business processing, lack of scientific evaluation methods, increase of customer waiting time, etc., and achieve the goal of overcoming human factors Influence, improve comprehensiveness, and facilitate the use of customers

CN102131012BInactive Publication Date: 2013-12-04霍佳震
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Patent Information

Authority / Receiving Office
CN · China
Patent Type
Patents(China)
Current Assignee / Owner
Publication Date
2013-12-04
Estimated Expiration
Not applicable · inactive patent

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Abstract

The invention relates to a method for setting the voice broadcast waiting time of an IVR (Interactive Voice Response) system, which comprises the following steps of: recording an identifier, the start time, a keying sequence and a keying time sequence of each conversation in the IVR system; calculating the customer response time corresponding to each selectable key in conversations within a period of time according to the recorded information; respectively drawing a customer response time distribution graph for each selectable key occurring in the same voice broadcast; overlapping the customer response time distribution graphs for all selectable keys to obtain a response time overlap distribution curve; linearly fitting data points with horizontal axis coordinates greater than or equal to those of the highest point of the overlap distribution curve; and setting the time corresponding to the intersection point between a fitted straight line and a horizontal axis as the waiting time of corresponding voice broadcast in the IVR system. The method provided by the invention can substitute for the traditional voice waiting time setting manner depending on experience, overcome the influence of human factors, realize the automatic and accurate real-time setting of the waiting time of voice broadcast, is convenient for customers to use and promote the service quality of the IVR system.
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Description

technical field

[0001] The invention relates to the field of interactive voice response systems, in particular to a method for setting the voice broadcast waiting time of an IVR system. Background technique

[0002] IVR (Interactive Voice Response) interactive voice response system is widely used in communication, financial and other service fields because of its advantages of convenient use, low cost, and user-friendliness. But the design of the IVR interactive voice response system directly determines the quality of customer service. A good design can meet customer requirements and improve customer satisfaction, otherwise it may cause customer dissatisfaction and damage the corporate image.

[0003] The design of the IVR interactive voice response system needs to consider many factors, among which the setting of the voice waiting time is one of the very important factors. The voice waiting time refers to the length of time from the completion of the voice broadcast to th...

Examples

Embodiment Construction

[0029] The specific implementation process of the present invention will be further described below in conjunction with the drawings and embodiments.

[0030] see figure 1 Shown, the setting method of IVR system voice broadcast waiting time of the present invention, comprise at least one optional button in the described each voice broadcast, described waiting time refers to if the user does not respond after the voice broadcast is finished, from the broadcast to the system The length of time to automatically replay or hang up, usually in seconds. Include the following steps:

[0031] Step 01, set up the IVR system, collect the call information data of each call, and write it into the IVR system log.

[0032] The call information data refers to a record list of the customer's calling behavior in the IVR within a period of time (in this embodiment, the data of the last two weeks is taken as the analysis object). For example: the start time of an incoming call, how long has th...