Method, device and medium for determining access process records in interactive voice response

Abstract

The present application discloses a method, device and medium for determining access process records in interactive voice response. The method includes: determining the first interactive node triggered by the user at the beginning of the interactive voice response process; determining the first interactive node code corresponding to the first interactive node according to a preset coding rule, and determining the first access process record of the user in the interactive voice response process according to the first interactive node code; determining the second interactive node triggered by the user after the first interactive node; determining the second interactive node code corresponding to the second interactive node according to the coding rule, and determining the second access process record of the user in the interactive voice response process according to the first interactive node code and the second interactive node code and the triggering order of the first interactive node and the second interactive node; and determining the user's access trajectory information according to the first access process record and the second access process record.

Description

Technical Field

[0001] The present application relates to the field of intelligent interactive technology, and in particular to a method, device and medium for determining access process records in interactive voice response. Background Art

[0002] With the advent of the Internet digital age, a large number of financial enterprises and banks have been prompted to undergo digital transformation, and diversified consumer financial services have been fully rolled out. There are more and more products, a larger user base, and higher service quality required by customers. Taking the customer service hotline of a financial company or bank as an example, when a customer dials the customer service hotline and enters the IVR (interactive voice response) for business consultation, business processing, complaint suggestions, or transfer to an agent, if the customer's trajectory can be accurately recorded, the financial company or bank will be able to analyze customer behavior. This will enable product optimization, business expansion, and service improvement. At present, the traditional IVR system uses the "121" method to record customer trajectories, which is specifically implemented as follows: logical judgment: "Yes" records 1, "No" records 2, such as: working time judgment, if it is within the working time range, record 1, otherwise; key selection: record the input key value (0~9, *, #), such as: if the customer enters 1, then record 1, enter 2, then record 2; transfer: transfer to "manual" records 0, transfer to "hotline" records 1, such as: if the customer transfers to an agent, record 0, transfer to satisfaction IVR, record 1. However, since each process may include multiple nodes and each node includes multiple branches, the records obtained by using the existing customer trajectory recording method are chaotic and cannot intuitively and clearly reflect the customer's operations.

[0003] In view of the technical problem that the interactive voice response existing in the above-mentioned prior art may include multiple nodes and branches, the trajectory record obtained by using the traditional customer trajectory recording method is too chaotic and cannot intuitively and clearly reflect the customer's operation. No effective solution has been proposed yet. Summary of the invention

[0004] The embodiments of the present disclosure provide a method, device and medium for determining access process records in an interactive voice response, so as to at least solve the technical problem in the prior art that the interactive voice response may include multiple nodes and branches, and therefore the trajectory records obtained by using the traditional customer trajectory recording method are too chaotic and cannot intuitively and clearly reflect the customer's operations.

[0005] According to one aspect of an embodiment of the present disclosure, a method for determining user access trajectory information in an interactive voice response is provided, comprising: determining a first interaction node triggered by the user at the beginning of an interactive voice response process, wherein the first interaction node is an interaction node preset for the interactive voice response; determining a first interaction node code corresponding to the first interaction node according to a preset coding rule, and determining a first access process record of the user in the process of the interactive voice response according to the first interaction node code; determining a second interaction node triggered by the user after the first interaction node, wherein the second interaction node is an interaction node preset for the interactive voice response; determining a second interaction node code corresponding to the second interaction node according to the coding rule, and determining a second access process record of the user in the process of the interactive voice response according to the first interaction node code and the second interaction node code and the triggering order of the first interaction node and the second interaction node; and determining the user's access trajectory information according to the first access process record and the second access process record.

[0006] According to another aspect of an embodiment of the present disclosure, a storage medium is further provided, the storage medium including a stored program, wherein when the program is running, a processor executes any one of the methods described above.

[0007] According to another aspect of the embodiment of the present disclosure, there is also provided a device for determining user access trajectory information in an interactive voice response, including: a first interactive node determination module, used to determine a first interactive node triggered by a user at the beginning of an interactive voice response process, wherein the first interactive node is an interactive node preset for the interactive voice response; a first access record determination module, used to determine a first interactive node code corresponding to the first interactive node according to a preset coding rule, and determine a first access process record of the user in the process of the interactive voice response according to the first interactive node code; a second interactive node determination module, used to determine a second interactive node triggered by the user after the first interactive node, wherein the second interactive node is an interactive node preset for the interactive voice response; a second access record determination module, used to determine a second interactive node code corresponding to the second interactive node according to the coding rule, and determine a second access process record of the user in the process of the interactive voice response according to the first interactive node code and the second interactive node code and the triggering order of the first interactive node and the second interactive node; and an access trajectory determination module, used to determine the user's access trajectory information according to the first access process record and the second access process record.

[0008] According to another aspect of an embodiment of the present disclosure, there is also provided a device for determining user access trajectory information in an interactive voice response, comprising: a processor; and a memory connected to the processor, for providing the processor with instructions for processing the following processing steps: determining a first interactive node triggered by the user at the beginning of the interactive voice response process, wherein the first interactive node is an interactive node preset for the interactive voice response; determining a first interactive node code corresponding to the first interactive node according to a preset coding rule, and determining a first access process record of the user in the process of the interactive voice response according to the first interactive node code; determining a second interactive node triggered by the user after the first interactive node, wherein the second interactive node is an interactive node preset for the interactive voice response; determining a second interactive node code corresponding to the second interactive node according to the coding rule, and determining a second access process record of the user in the process of the interactive voice response according to the first interactive node code and the second interactive node code and the triggering order of the first interactive node and the second interactive node; and determining the user's access trajectory information according to the first access process record and the second access process record.

[0009] In the embodiment of the present disclosure, in the operation of determining the access trajectory of the interactive voice response user, the interactive node triggered by the user is first determined, and then the code corresponding to the interactive node is determined, and the access process record is further determined based on the code. And each node from the user entering the interactive voice response to the user triggering is recorded separately, so multiple access process records (such as the first access process record and the second access process record) can be obtained. Finally, the user's access trajectory information is determined based on multiple access process records. Thus, the user's access process can be clearly represented by the unique code of each node, and the access process record is determined from the beginning to each node, so the user's access trajectory is more clearly reflected. Thereby, the technical effect of intuitively and clearly reflecting the customer's operation is achieved. Further, the technical problem that the interactive voice response existing in the prior art may include multiple nodes and branches, so the trajectory record obtained by the traditional customer trajectory recording method is too chaotic and cannot intuitively and clearly reflect the customer's operation is solved. BRIEF DESCRIPTION OF THE DRAWINGS

[0010] The drawings described herein are used to provide a further understanding of the present disclosure and constitute a part of the present application. The illustrative embodiments of the present disclosure and their descriptions are used to explain the present disclosure and do not constitute an improper limitation on the present disclosure. In the drawings:

[0011] Figure 1 is a hardware structure block diagram of a computing device for implementing the method according to Embodiment 1 of the present disclosure;

[0012] Figure 2 is a schematic diagram of a calling system according to Embodiment 1 of the present disclosure;

[0013] Figure 3 is a flowchart of a method for determining user access trajectory information in an interactive voice response according to the first aspect of Embodiment 1 of the present disclosure;

[0014] Figure 4 is a schematic diagram of the access track record according to Embodiment 1 of the present disclosure;

[0015] Figure 5 is a schematic diagram of an apparatus for determining user access trajectory information in an interactive voice response according to Embodiment 2 of the present disclosure;

[0016] Figure 6 It is a schematic diagram of a device for determining user access trajectory information in interactive voice response according to Embodiment 3 of the present disclosure. DETAILED DESCRIPTION

[0017] In order to enable those skilled in the art to better understand the technical solutions of the present disclosure, the technical solutions in the embodiments of the present disclosure will be clearly and completely described below in conjunction with the drawings in the embodiments of the present disclosure. Obviously, the described embodiments are only embodiments of a part of the present disclosure, not all of the embodiments. Based on the embodiments in the present disclosure, all other embodiments obtained by ordinary technicians in this field without making creative work should fall within the scope of protection of the present disclosure.

[0018] It should be noted that the terms "first", "second", etc. in the specification and claims of the present disclosure and the above-mentioned drawings are used to distinguish similar objects, and are not necessarily used to describe a specific order or sequence. It should be understood that the data used in this way can be interchangeable where appropriate, so that the embodiments of the present disclosure described herein can be implemented in an order other than those illustrated or described herein. In addition, the terms "including" and "having" and any variations thereof are intended to cover non-exclusive inclusions, for example, a process, method, system, product, or device that includes a series of steps or units is not necessarily limited to those steps or units that are clearly listed, but may include other steps or units that are not clearly listed or inherent to these processes, methods, products, or devices.

[0019] Example 1

[0020] According to this embodiment, a method embodiment for determining access process records in interactive voice response is also provided. It should be noted that the steps shown in the flowchart of the accompanying drawings can be executed in a computer system such as a set of computer executable instructions, and although a logical order is shown in the flowchart, in some cases, the steps shown or described can be executed in an order different from that shown here.

[0021] The method embodiment provided in this embodiment can be executed in a server or a similar computing device. Figure 1 The hardware structure block diagram of a computing device for implementing a method for determining an access process record in an interactive voice response is shown. Figure 1 As shown, the computing device may include one or more processors (the processor may include but is not limited to a processing device such as a microprocessor MCU or a programmable logic device FPGA), a memory for storing data, and a transmission device for communication functions. In addition, it may also include: a display, an input / output interface (I / O interface), a universal serial bus (USB) port (which may be included as one of the ports of the I / O interface), a network interface, a power supply and / or a camera. It can be understood by those skilled in the art that Figure 1 The structure shown is only for illustration and does not limit the structure of the above electronic device. Figure 1 More or fewer components as shown, or with Figure 1 Different configurations are shown.

[0022] It should be noted that the one or more processors and / or other data processing circuits described above may generally be referred to herein as "data processing circuitry". The data processing circuitry may be embodied in whole or in part as software, hardware, firmware, or any other combination thereof. In addition, the data processing circuitry may be a single independent processing module, or may be incorporated in whole or in part into any of the other components of the computing device. As involved in the embodiments of the present disclosure, the data processing circuitry acts as a processor control (e.g., selection of a variable resistor terminal path connected to an interface).

[0023] The memory can be used to store software programs and modules of application software, such as the program instructions / data storage device corresponding to the method for determining the access process record in the interactive voice response in the embodiment of the present disclosure. The processor executes various functional applications and data processing by running the software programs and modules stored in the memory, that is, the method for determining the access process record in the interactive voice response of the above-mentioned application is realized. The memory may include a high-speed random access memory, and may also include a non-volatile memory, such as one or more magnetic storage devices, flash memory, or other non-volatile solid-state memory. In some instances, the memory may further include a memory remotely arranged relative to the processor, and these remote memories may be connected to the computing device via a network. Examples of the above-mentioned network include, but are not limited to, the Internet, an intranet, a local area network, a mobile communication network, and combinations thereof.

[0024] The transmission device is used to receive or send data via a network. The specific example of the above network may include a wireless network provided by a communication provider of the computing device. In one example, the transmission device includes a network adapter (Network Interface Controller, NIC), which can be connected to other network devices through a base station so as to communicate with the Internet. In one example, the transmission device can be a radio frequency (Radio Frequency, RF) module, which is used to communicate with the Internet wirelessly.

[0025] The display may be, for example, a touch screen liquid crystal display (LCD) that may enable a user to interact with a user interface of the computing device.

[0026] It should be noted that, in some optional embodiments, the above Figure 1 The computing device shown may include hardware elements (including circuits), software elements (including computer code stored on a computer-readable medium), or a combination of both hardware elements and software elements. Figure 1 This is merely one example of a particular embodiment and is intended to illustrate the types of components that may be present in the computing devices described above.

[0027] Figure 2 Schematic diagram of the calling system according to this embodiment. Figure 2 As shown, the system includes: a call center system and an IVR interactive voice response system (hereinafter referred to as the IVR system), and the call center system and the IVR system may include, for example, their respective servers. Among them, the server of the IVR system mainly includes two modules: a process execution module and a track recording module. The process execution module and the track recording module start working when the user enters the IVR system and stop when the user leaves the IVR. The server of the call center system includes, for example, an incoming call access module, which guides the customer into the IVR system. If the customer initiates a transfer to manual in the IVR system, it will be allocated to the corresponding skill group seat through its call distribution module. It should be noted that the servers in the system can all be applied to the hardware structure described above.

[0028] In the above calling system, the calling service process is as follows:

[0029] 1. The customer dials the customer service number via mobile phone to initiate a call request;

[0030] 2. The call request arrives at the call center;

[0031] 3. The call center provides IVR self-service to customers;

[0032] 4. The customer selects the corresponding service category by pressing the button until the customer hangs up and the service is completed.

[0033] 5. Or the customer can initiate a request to transfer to a human agent by pressing a button in the IVR;

[0034] 6. The call center automatically distributes calls to human agent requests;

[0035] 7. The agent answers the customer's call and provides relevant business services or answers questions;

[0036] 8. The service is completed until the customer hangs up.

[0037] In the above operating environment, according to the first aspect of this embodiment, a method for determining access process records in an interactive voice response is provided, and the method is implemented by a server of an IVR system. Figure 3 A schematic diagram showing the process of the method is shown in FIG. Figure 3 As shown, the method includes:

[0038] S302: Determine a first interaction node triggered by the user at the beginning of the interactive voice response process, wherein the first interaction node is an interaction node preset for the interactive voice response;

[0039] S304: determining a first interactive node code corresponding to the first interactive node according to a preset coding rule, and determining a first access process record of the user in the interactive voice response process according to the first interactive node code;

[0040] S306: Determine a second interaction node triggered by the user after the first interaction node, wherein the second interaction node is an interaction node preset for interactive voice response;

[0041] S308: determining a second interactive node code corresponding to the second interactive node according to the coding rule, and determining a second access process record of the user in the interactive voice response process according to the first interactive node code and the second interactive node code and the triggering sequence of the first interactive node and the second interactive node; and

[0042] S310: Determine the user's access track information according to the first access process record and the second access process record.

[0043] As described in the background technology, with the advent of the Internet digital age, a large number of financial companies and banks have been prompted to undergo digital transformation, and diversified consumer financial services have been fully launched, with more and more products, a larger user base, and higher and higher service quality required by customers. Taking the customer service hotline of a financial company or bank as an example, a customer dials the customer service hotline and enters the IVR (interactive voice response) for business consultation, business processing, complaint suggestions, or transfer to an agent. If the customer's trajectory can be accurately recorded, the financial company or bank will be able to analyze customer behavior. This will enable product optimization, business expansion, and service improvement. At present, the traditional IVR system uses the "121" method to record customer traces, which is specifically implemented as follows: logical judgment: "yes" records 1, "no" records 2, such as: working time judgment, if it is within the working time range, record 1, otherwise; key selection: record as input key value (0-9, *, #), such as: if the customer enters 1, then record 1, enter 2, then record 2; transfer: transfer to "manual" records 0, transfer to "hotline" records 1, such as: the customer transfers to the agent, records 0, transfers to the satisfaction IVR, records 1. However, since each process may include multiple nodes, and each node includes multiple branches, the records obtained by the existing customer trace recording method are chaotic and cannot intuitively and clearly reflect the customer's operation.

[0044] In view of the technical problems existing in the background technology, in the technical solution of this embodiment, in step S302, when the call center system guides the customer into the IVR system through the call access module, the IVR system server first determines the first interaction node triggered by the user at the beginning of the interactive voice response process. The first interaction node is the preset interaction node for the interactive voice response. In actual applications, enterprises will pre-set multiple interaction nodes for the interactive voice response system (i.e., IVR system) according to needs. For example, the design of multiple interaction nodes includes: press 1 for business inquiry, press 2 for business processing, press 3 for business consultation, press 4 for complaints and suggestions, and each interaction node can also include multiple branch nodes, for example:

[0045] The business query interaction node includes branch nodes: A business query please press 1, B business query please press 2, C business query please press 3, etc.;

[0046] The business handling interaction nodes include branch nodes: press 1 for business handling A, press 2 for business handling B, press 3 for business handling C, etc.;

[0047] The business consultation interaction node includes the following branch nodes: A business consultation, please press 1, B business consultation, please press 2, C business consultation, please press 3, etc.;

[0048] The complaint suggestion interaction node includes the following branches: A. Please press 1 for the complaint reason; B. Please press 2 for the complaint reason; C. Please press 3 for the complaint reason, etc.;

[0049] In addition, you can also include pressing the # key to return to the previous level, pressing the * key to relisten, etc. You can set multiple interaction nodes and the branch nodes contained in each interaction node according to the needs of the enterprise.

[0050] After the user enters the IVR system, the user will choose to trigger the corresponding interaction node (including the interaction node and the branch node included in the interaction node) according to the system prompt. For example, the system first prompts to press 1 for business inquiry, press 2 for business processing, press 3 for business consultation, and press 4 for complaints and suggestions, so that the user can select a button to trigger and then select the corresponding service content. For example, if the user triggers button 1, in this case, the IVR system server can determine "business inquiry" as the first interaction node.

[0051] Further, in step S304, the IVR system server determines the first interactive node code corresponding to the first interactive node according to a preset coding rule, and determines the first access process record of the user in the interactive voice response process according to the first interactive node code. In a specific example, the preset coding rule is, for example:

[0052] The codes corresponding to business enquiries, business processing, business consultations, and complaints and suggestions are: AB00, AC00, AD00, AE00;

[0053] In business query (AB00), the codes corresponding to A business query, B business query, and C business query are AB01, AB02, and AB03 respectively;

[0054] In the business processing (AC00), the codes corresponding to business processing A, business processing B, and business processing C are: AC01, AC02, AC03;

[0055] In business consultation (AD00), the codes corresponding to A business consultation, B business consultation, and C business consultation are AD01, AD02, and AD03 respectively;

[0056] The corresponding codes for complaint reasons A, B and C in the complaint suggestions (AE00) are: AE01, AE02 and AE03 respectively.

[0057] The IVR system server can encode the first interactive node using a preset encoding rule, that is, use the code to represent the first interactive node. For example, if the first interactive node is "business inquiry", the code corresponding to the business handling is determined to be AB00. Then, the first access process record of the user in the interactive voice response process is determined according to the first interactive node code, that is, the first access process record is: AB00.

[0058] Further, in step S306, the IVR system server determines the second interaction node triggered by the user after the first interaction node, wherein the second interaction node is an interaction node preset for interactive voice response. For example, after the user triggers "business inquiry", he further triggers button 2 according to the prompt of the system, and button 2 corresponds to "B business inquiry", so the IVR system server can determine that the second interaction node is "B business inquiry".

[0059] Further, in step S308, the IVR system server determines the second interactive node code corresponding to the second interactive node according to the coding rule, for example, the code corresponding to "B business query" is AB02. Further, according to the first interactive node code and the second interactive node code and the triggering sequence of the first interactive node and the second interactive node, the second access process record of the user in the interactive voice response process is determined, that is, the second access process record is: AB00-AB02.

[0060] Finally, in step S310, the IVR system server determines the user's access track information according to the first access process record and the second access process record. The access track information refers to Table 1:

[0061] Table 1

[0062] Access Track AB00 AB00-AB02

[0063] In addition, it should be noted that the above only uses the first interactive node and the second interactive node as examples to illustrate the present solution, but those skilled in the art can clearly understand that the triggering of multiple nodes may be involved in interactive voice response, so multiple access process records are determined according to the above method, and the access track of the user is determined according to the multiple access process records. For example: after the user triggers the second interactive node, the "#" key is also triggered, then the third interactive node is determined to be "return to the previous layer", and then the third interactive node code corresponding to the third interactive node is determined according to the coding rules (for example: AF00), then the determined third access process record is: AB00-AB02-AF00, and the final determined access track information refers to the following Table 2:

[0064] Table 2

[0065] Access Track AB00 AB00-AB02 AB00-AB02-AF00; .......

[0066] AB00;

[0067] AB00-AB02;

[0068] AB00-AB02-AF00; ......

[0070] In addition, during the interactive voice response process, the IVR system will also pre-set multiple nodes for automatic judgment, which do not require the user to actively trigger. For example, the dialing record time node is determined according to the time when the user dials the record, and the code corresponding to the dialing record time node is determined according to the coding rules (for example, different time nodes correspond to different codes, and the dialing record time node of this solution is AA00, for example), and the code is added to the access process record. For example: when entering the IVR system, the dialing time is first determined, and then the interactive node triggered by the user is determined. Therefore, the first access process record can be determined as: AA00-AB00, the second access process record is: AA00-AB00-AB02, and the third access process record is: AA00-AB00-AB02-AF00, and the determined access trajectory information refers to the following Table 3:

[0071] Table 3

[0072] Access Track AA00-AB00 AA00-AB00-AB02 AA00-AB00-AB02-AF00 .......

[0073] Thus, in the operation of determining the access trajectory of the interactive voice response user, first determine the interactive node triggered by the user, then determine the code corresponding to the interactive node, and further determine the access process record based on the code. And each node from the time the user enters the interactive voice response to the time the user triggers is recorded separately, so multiple access process records (such as the first access process record and the second access process record) can be obtained. Finally, the user's access trajectory information is determined based on multiple access process records. Thus, the user's access process can be clearly represented by the unique code of each node, and the access process record is determined from the beginning to each node, so the user's access trajectory is more clearly reflected. Thus, the technical effect of intuitively and clearly reflecting the customer's operation is achieved. Further, the technical problem that the interactive voice response in the prior art may include multiple nodes and branches, so the trajectory record obtained by the traditional customer trajectory recording method is too chaotic and cannot intuitively and clearly reflect the customer's operation is solved.

[0074] Optionally, the method also includes: determining the sequence numbers of the first access process record and the second access process record in sequence, and determining the user's access track information, including: determining the user's access track information based on the first access process record, the second access process record and the corresponding sequence numbers.

[0075] Specifically, the IVR system can also determine the sequence numbers of the first access process record and the second access process record in sequence, for example: the first access process record is numbered 1, the second access process record is numbered 2, and the third access process record is numbered 3, that is, each access process record is sorted in sequence to determine the corresponding sequence number. Further, according to the first access process record, the second access process record and the corresponding sequence number, the user's access track information is determined, and the access track information is shown in the following Table 4:

[0076] Table 4

[0077] Sequential Number Access Track 1 AA00-AB00 2 AA00-AB00-AB02 3 AA00-AB00-AB02-AF00 ... .......

[0078] Optionally, the method also includes: determining the end type and end reason of the first access process record and the second access process record, and determining the user's access track information, including: determining the user's access track information based on the first access process record, the second access process record, the corresponding sequence number, the end type and the end reason.

[0079] Specifically, the IVR system can also determine the end type and end reason of the first access process record and the second access process record, that is, determine the end type and end reason of the last interaction node in each access track information, wherein the system will pre-set a variety of end types and end reasons, for example, as shown in Table 5:

[0080] Table 5

[0081]

[0082] Among them, Goto: When the process is turned to the next node due to the logical judgment completed by the program itself, the end type of leaving the current node is Goto; the end reason is the code of the next node;

[0083] For example, when judging the dialing time, if it is non-working time, a message with end_type as Goto and end_reason as "the code of the next interaction node" will be recorded;

[0084] Select: When the logic triggered by the customer's key selection in the process is reversed to the next node, the end type of leaving the current node is Select; the end reason is the key value;

[0085] For example: "Please press 1 for XXX business, press 2 for XXX business, ..." If the customer presses 2, a message with end_type of select and end_reason of 1 will be recorded;

[0086] Call: When the customer initiates a transfer to an agent or other IVR process during the process, the end type of leaving the current node is Call; if the transfer is to an agent, the end reason is the skill group name; if the transfer is to an IVR, the end reason is the hotline number;

[0087] For example, if the call is transferred to a human service, a message will be recorded with end_type being Call and end_reason being the name of the skill group of the human agent to whom the call is transferred.

[0088] HangUp: When the call is hung up, the end type of leaving the current node is HangUp; the end reason is hangup;

[0089] For example, when a customer hangs up at any time in the IVR, a message with end_type as HangUp and end_reason as hangup will be recorded;

[0090] InputError: When the client inputs an error, the end type of leaving the current node is InputError; the end reason is inputerror;

[0091] For example, "Please press 1 for XXX business, press 2 for XXX business", if the customer presses 3, a message with end_type as InputError and end_reason as inputerror will be recorded;

[0092] TimeOut: When the client input times out, the end type of leaving the current node is TimeOut; the end reason is timeout.

[0093] For example, "Please press 1 for XXX service, press 2 for XXX service", if the customer does not input any information, resulting in a timeout, a message with end_type as TimeOut and end_reason as timeout will be recorded;

[0094] The IVR system needs to determine the end type and end reason of each access process record (for example, the first access process record and the second access process record). If the first access process record is AA00-AB00, the end type is "Select" and the end reason is "1". Similarly, the end type of the second access process (AA00-AB00-AB02) is "Select" and the end reason is "2". Similarly, the end type of the third access process (AA00-AB00-AB02-AF00) is "Select" and the end reason is "#". Further, according to the first access process record, the second access process record, the corresponding sequence number, the end type and the end reason, the user's access track information is determined. For example, the access track information is shown in Table 6:

[0095] Table 6

[0096]

[0097] Optionally, the method also includes: determining the unique identification information corresponding to the first access process record and the second access process record, and determining the user's access track information, including: determining the user's access track information based on the first access process record, the second access process record, the corresponding sequence number, end type and end reason, and the unique identification information.

[0098] Specifically, the IVR system can also determine the unique identification information (id) corresponding to the first access process record and the second access process record, that is, determine the unique identification information of the access process record generated in each interactive voice response, for example: the unique identification information of the above-mentioned multiple access process records is a randomly generated string (for example: abcd-05df-dsh). Further, according to the first access process record, the second access process record, the corresponding sequence number, the end type and the end reason and the unique identification information, determine the user's access track information, for example, the access track information is shown in Table 7:

[0099] Table 7

[0100]

[0101] Optionally, the method further includes: using a preset separator to separate fields included in the access track information; and importing the separated access track information into a table for analysis.

[0102] Specifically, the IVR system is implemented through a lua script, for example. After determining the access track information, the text file of the track information is directly read and written through lua, and then the fields contained in the access track information are separated by a preset separator, where the fields contained in the access track information include, for example: id, sequence number, access track, end type, end reason, etc. The server can also use preset separators (for example: ",", ";", space, etc.) to split the above fields. When you want to query more conveniently, you can use the set separator to import the text file of the access track information directly into excel.

[0103] Optionally, the method further includes: sending the access track information to a third-party platform system. That is, the server can send the access track information to a third-party platform, such as a data analysis platform. In actual operation, the third-party system HTTP interface is called by Lua, and the track information is passed to the third-party system through the interface input parameter, and the third-party system completes the data recording.

[0104] Optionally, the method further includes: storing the access track information in a preset data storage system, for example, directly storing the access track information in a database (such as sqlite, mysql, etc.) through lua.

[0105] In addition, it should be noted that Figure 4 The form of the access trace generated in the actual application is shown as an example. Figure 4 As shown, the form includes:

[0106] call_id: uniquely identifies a call;

[0107] order_id: Track information number counter, starting from 0; every time a piece of information is recorded, order_id automatically increases by "1";

[0108] current_track: used to record track information; it is composed of the node codes corresponding to the process nodes that the customer passes through in the IVR and the separator "-"; the last node of the current_track value is the code of the current node; when the end_type of the current record is Select, the last node of the current current_track value is the node code of the process node corresponding to the selected "key" (generally, keys "1"..."8"); when the end_type of the current record is Select, the current_track value may also remain unchanged, such as: when the corresponding function of the selected key is to relisten (generally, key "9"); when the end_type of the current record is Select, the current_track value may also be truncated from a certain node, such as: when the corresponding function of the selected key is to return to the previous layer or the first layer menu (generally, keys "*" or "#"); when the end_type of the current record is Goto / Call, the last node of the current current_track value is the end_reason of the previous record. When the end_type of the current record is InputError / TimeOut, the last node of the current current_track value is the node code of the process node corresponding to the input error / timeout;

[0109] end_type (end type) and end_reason (end reason).

[0110] In addition, the record with end_reason of "hangup" must be the last one (that is, the order_id value is the largest).

[0111] In addition, since the IVR system is implemented through lua scripts, the methods for recording trajectory information include:

[0112] 1. Lua directly reads and writes text files, and each field is separated by a specific delimiter (such as: ",",";", space, etc.). When you want to query more conveniently, you can use the set delimiter to import the text file directly into Excel;

[0113] 2. Lua calls the third-party system HTTP interface, and the trajectory information is passed to the third-party system through the interface input parameter, and the third-party system completes the data recording;

[0114] 3. Lua directly inserts into the database (such as: sqlite, mysql, etc.).

[0115] Therefore, the technical solution of this embodiment helps to improve data analysis, mining, and statistical capabilities; helps to improve the integrity of call center system traffic data; and helps to improve the flexibility of the IVR system.

[0116] In addition, reference Figure 1 As shown, according to the second aspect of this embodiment, a storage medium is provided, wherein the storage medium includes a stored program, wherein when the program is run, a processor executes any one of the above methods.

[0117] Thus, according to this embodiment, in the operation of determining the access trajectory of the interactive voice response user, first determine the interactive node triggered by the user, then determine the code corresponding to the interactive node, and further determine the access process record based on the code. And each node from the time the user enters the interactive voice response to the time the user triggers is recorded separately, so multiple access process records (such as the first access process record and the second access process record) can be obtained. Finally, the user's access trajectory information is recorded according to multiple access processes. Thus, the user's access process can be clearly represented by the unique code of each node, and the access process record is determined from the beginning to each node, so the user's access trajectory is more clearly reflected. Thereby, the technical effect of intuitively and clearly reflecting the customer's operation is achieved. Further, the technical problem that the interactive voice response in the prior art may include multiple nodes and branches, so the trajectory record obtained by the traditional customer trajectory recording method is too chaotic and cannot intuitively and clearly reflect the customer's operation is solved.

[0118] It should be noted that, for the above-mentioned method embodiments, for the sake of simplicity, they are all described as a series of action combinations, but those skilled in the art should know that the present invention is not limited by the described action sequence, because according to the present invention, certain steps can be performed in other sequences or simultaneously. Secondly, those skilled in the art should also know that the embodiments described in the specification are all preferred embodiments, and the actions and modules involved are not necessarily required by the present invention.

[0119] Through the description of the above implementation methods, those skilled in the art can clearly understand that the method according to the above embodiment can be implemented by means of software plus a necessary general hardware platform, and of course can also be implemented by hardware, but in many cases the former is a better implementation method. Based on such an understanding, the technical solution of the present invention, or the part that contributes to the prior art, can be embodied in the form of a software product, which is stored in a storage medium (such as ROM / RAM, a magnetic disk, or an optical disk), and includes a number of instructions for enabling a terminal device (which can be a mobile phone, a computer, a server, or a network device, etc.) to execute the methods described in each embodiment of the present invention.

[0120] Example 2

[0121] Figure 5 The device 500 for determining user access trajectory information in an interactive voice response according to this embodiment is shown. The device 500 corresponds to the method according to the first aspect of embodiment 1. Figure 5 As shown, the device 500 includes: a first interaction node determination module 510, which is used to determine the first interaction node triggered by the user at the beginning of the interactive voice response process, wherein the first interaction node is an interaction node preset for the interactive voice response; a first access record determination module 520, which is used to determine the first interaction node code corresponding to the first interaction node according to a preset coding rule, and determine the first access process record of the user in the interactive voice response process according to the first interaction node code; a second interaction node determination module 530, which is used to determine the second interaction node triggered by the user after the first interaction node, wherein the second interaction node is an interaction node preset for the interactive voice response; a second access record determination module 540, which is used to determine the second interaction node code corresponding to the second interaction node according to the coding rule, and determine the second access process record of the user in the interactive voice response process according to the first interaction node code and the second interaction node code and the triggering order of the first interaction node and the second interaction node; and an access track determination module 550, which is used to determine the user's access track information according to the first access process record and the second access process record.

[0122] Optionally, the device 500 also includes: a number determination module, used to determine the sequential numbers of the first access process record and the second access process record in sequence, and the access trajectory determination module includes: a first determination sub-module, used to determine the user's access trajectory information based on the first access process record, the second access process record and the corresponding sequential numbers.

[0123] Optionally, the device 500 also includes: an end reason determination module, which is used to determine the end type and end reason of the first access process record and the second access process record, and the access track determination module includes: a second determination sub-module, which is used to determine the user's access track information based on the first access process record, the second access process record, the corresponding sequence number, the end type and the end reason.

[0124] Optionally, the device 500 also includes: an identification information determination module, used to determine the unique identification information corresponding to the first access process record and the second access process record, and determine multiple access process records, including: a third determination sub-module, used to determine the user's access trajectory information based on the first access process record, the second access process record, the corresponding sequence number, end type and end reason, and the unique identification information.

[0125] Optionally, the apparatus 500 further includes: a field separation module, used to separate fields contained in the access trace information using a preset separator; and an import module, used to import the separated access trace information into a table for analysis.

[0126] Optionally, the device 500 further includes: a data sending module, configured to send the access track information to a third-party platform system.

[0127] Optionally, the device 500 further includes: a data storage module, configured to store the access track information in a preset data storage system.

[0128] Thus, according to this embodiment, in the operation of determining the access trajectory of the interactive voice response user, first determine the interactive node triggered by the user, then determine the code corresponding to the interactive node, and further determine the access process record based on the code. And each node from the time the user enters the interactive voice response to the time the user triggers is recorded separately, so multiple access process records (such as the first access process record and the second access process record) can be obtained. Finally, the user's access trajectory information is recorded according to multiple access processes. Thus, the user's access process can be clearly represented by the unique code of each node, and the access process record is determined from the beginning to each node, so the user's access trajectory is more clearly reflected. Thereby, the technical effect of intuitively and clearly reflecting the customer's operation is achieved. Further, the technical problem that the interactive voice response in the prior art may include multiple nodes and branches, so the trajectory record obtained by the traditional customer trajectory recording method is too chaotic and cannot intuitively and clearly reflect the customer's operation is solved.

[0129] Example 3

[0130] Figure 6The device 600 for determining user access trajectory information in an interactive voice response according to this embodiment is shown, and the device 600 corresponds to the method according to the first aspect of embodiment 1. Figure 6 As shown, the device 600 includes: a processor 610; and a memory 620, which is connected to the processor 610 and is used to provide the processor 610 with instructions for processing the following processing steps: determining a first interaction node triggered by a user at the beginning of an interactive voice response process, wherein the first interaction node is an interaction node preset for the interactive voice response; determining a first interaction node code corresponding to the first interaction node according to a preset coding rule, and determining a first access process record of the user in the process of the interactive voice response according to the first interaction node code; determining a second interaction node triggered by the user after the first interaction node, wherein the second interaction node is an interaction node preset for the interactive voice response; determining a second interaction node code corresponding to the second interaction node according to the coding rule, and determining a second access process record of the user in the process of the interactive voice response according to the first interaction node code and the second interaction node code and the triggering order of the first interaction node and the second interaction node; and determining the user's access trajectory information according to the first access process record and the second access process record.

[0131] Optionally, the memory 620 is also used to provide instructions for the processor 610 to process the following processing steps: determine the sequential numbers of the first access process record and the second access process record in sequence, and determine the user's access track information, including: determining the user's access track information based on the first access process record, the second access process record and the corresponding sequential numbers.

[0132] Optionally, the memory 620 is also used to provide instructions for the processor 610 to process the following processing steps: determine the end type and end reason of the first access process record and the second access process record, and determine the user's access track information, including: determining the user's access track information based on the first access process record, the second access process record, the corresponding sequence number, the end type and the end reason.

[0133] Optionally, the memory 620 is also used to provide instructions for the processor 610 to process the following processing steps: determine the unique identification information corresponding to the first access process record and the second access process record, and determine multiple access process records, including: determining the user's access trajectory information based on the first access process record, the second access process record, the corresponding sequence number, the end type and the end reason, and the unique identification information.

[0134] Optionally, the memory 620 is further configured to provide the processor 610 with instructions for processing the following processing steps: separating fields included in the access trace information using a preset separator; and importing the separated access trace information into a table for analysis.

[0135] Optionally, the memory 620 is further configured to provide the processor 610 with instructions for processing the following processing steps: sending the access track information to a third-party platform system.

[0136] Optionally, the memory 620 is further configured to provide the processor 610 with instructions for processing the following processing steps: storing the access track information in a preset data storage system.

[0137] Thus, according to this embodiment, in the operation of determining the access trajectory of the interactive voice response user, first determine the interactive node triggered by the user, then determine the code corresponding to the interactive node, and further determine the access process record based on the code. And each node from the time the user enters the interactive voice response to the time the user triggers is recorded separately, so multiple access process records (such as the first access process record and the second access process record) can be obtained. Finally, the user's access trajectory information is recorded according to multiple access processes. Thus, the user's access process can be clearly represented by the unique code of each node, and the access process record is determined from the beginning to each node, so the user's access trajectory is more clearly reflected. Thereby, the technical effect of intuitively and clearly reflecting the customer's operation is achieved. Further, the technical problem that the interactive voice response in the prior art may include multiple nodes and branches, so the trajectory record obtained by the traditional customer trajectory recording method is too chaotic and cannot intuitively and clearly reflect the customer's operation is solved.

[0138] The serial numbers of the above embodiments of the present invention are only for description and do not represent the advantages or disadvantages of the embodiments.

[0139] In the above embodiments of the present invention, the description of each embodiment has its own emphasis. For parts that are not described in detail in a certain embodiment, reference can be made to the relevant descriptions of other embodiments.

[0140] In the several embodiments provided in this application, it should be understood that the disclosed technical content can be implemented in other ways. Among them, the device embodiments described above are only schematic. For example, the division of the units is only a logical function division. There may be other division methods in actual implementation. For example, multiple units or components can be combined or integrated into another system, or some features can be ignored or not executed. Another point is that the mutual coupling or direct coupling or communication connection shown or discussed can be through some interfaces, indirect coupling or communication connection of units or modules, which can be electrical or other forms.

[0141] The units described as separate components may or may not be physically separated, and the components shown as units may or may not be physical units, that is, they may be located in one place or distributed on multiple network units. Some or all of the units may be selected according to actual needs to achieve the purpose of the solution of this embodiment.

[0142] In addition, each functional unit in each embodiment of the present invention may be integrated into one processing unit, or each unit may exist physically separately, or two or more units may be integrated into one unit. The above-mentioned integrated unit may be implemented in the form of hardware or in the form of software functional units.

[0143] If the integrated unit is implemented in the form of a software functional unit and sold or used as an independent product, it can be stored in a computer-readable storage medium. Based on this understanding, the technical solution of the present invention, in essence, or the part that contributes to the prior art, or all or part of the technical solution can be embodied in the form of a software product, and the computer software product is stored in a storage medium, including a number of instructions for a computer device (which can be a personal computer, a server or a network device, etc.) to perform all or part of the steps of the method described in each embodiment of the present invention. The aforementioned storage medium includes: U disk, read-only memory (ROM, Read-Only Memory), random access memory (RAM, Random Access Memory), mobile hard disk, magnetic disk or optical disk and other media that can store program codes.

[0144] The above is only a preferred embodiment of the present invention. It should be pointed out that for ordinary technicians in this technical field, several improvements and modifications can be made without departing from the principle of the present invention. These improvements and modifications should also be regarded as the scope of protection of the present invention.

Claims

1. A method for determining user access trajectory information in interactive voice response, characterized in that: include: Determining a first interaction node triggered by a user at the beginning of an interactive voice response process, wherein the first interaction node is an interaction node preset for the interactive voice response; Determine a first interactive node code corresponding to the first interactive node according to a preset coding rule, and determine a first access process record of the user in the interactive voice response process according to the first interactive node code; Determining a second interaction node triggered by the user after the first interaction node, wherein the second interaction node is an interaction node preset by the interactive voice response; Determine a second interactive node code corresponding to the second interactive node according to the coding rule, and determine a second access process record of the user in the interactive voice response process according to the first interactive node code and the second interactive node code and the triggering sequence of the first interactive node and the second interactive node; as well as Determine the sequence numbers of the first access process record and the second access process record in sequence, determine the end type and end reason of the first access process record and the second access process record, and determine the unique identification information corresponding to the first access process record and the second access process record; The user's access track information is formed according to the first access process record, the second access process record, the corresponding sequence number, the end type and the end reason, and the unique identification information; the end type includes Goto, Select, Call, HangUp, InputError, and TimeOut, and the end reasons corresponding to the end types in sequence include the code of the next node, the key value, the skill group name and hotline number, hang up, input error, and input timeout; The method further comprises: Separating the fields contained in the access track information by using a preset separator; and Importing the separated access trajectory information into a table for analysis; Sending the access track information to a third-party platform system; The access track information is stored in a preset data storage system.

2. A storage medium, characterized in that: The storage medium includes a stored program, wherein when the program is executed, the method of claim 1 is executed by a processor.

3. A device for determining user access trajectory information in interactive voice response, characterized in that: include: A first interaction node determination module, used to determine a first interaction node triggered by the user at the beginning of the interactive voice response process, wherein the first interaction node is an interaction node preset in the interactive voice response; A first access record determination module, configured to determine a first interactive node code corresponding to the first interactive node according to a preset coding rule, and determine a first access process record of the user during the interactive voice response process according to the first interactive node code; A second interaction node determination module, used to determine a second interaction node triggered by the user after the first interaction node, wherein the second interaction node is an interaction node preset by the interactive voice response; A second access record determination module, configured to determine a second interactive node code corresponding to the second interactive node according to the coding rule, and determine a second access process record of the user in the interactive voice response process according to the first interactive node code and the second interactive node code and a triggering sequence of the first interactive node and the second interactive node; as well as An access track determination module is used to determine the sequence numbers of the first access process record and the second access process record in sequence, determine the end type and end reason of the first access process record and the second access process record, and determine the unique identification information corresponding to the first access process record and the second access process record; the user's access track information is composed according to the first access process record, the second access process record, the corresponding sequence number, the end type and end reason and the unique identification information; the end type includes Goto, Select, Call, HangUp, InputError, TimeOut, and the end reasons corresponding to the end type in sequence include the code of the next node, the key value, the skill group name and hotline number, hang up, input error, and input timeout; The access track determination module is also used to: separate the fields contained in the access track information using a preset separator; and import the separated access track information into a table for analysis; send the access track information to a third-party platform system; and store the access track information in a preset data storage system.

4. A device for determining user access trajectory information in interactive voice response, characterized in that: include: processor; as well as A memory, connected to the processor, configured to provide the processor with instructions for processing the following processing steps: Determining a first interaction node triggered by a user at the beginning of an interactive voice response process, wherein the first interaction node is an interaction node preset for the interactive voice response; Determine a first interactive node code corresponding to the first interactive node according to a preset coding rule, and determine a first access process record of the user in the interactive voice response process according to the first interactive node code; Determining a second interaction node triggered by the user after the first interaction node, wherein the second interaction node is an interaction node preset by the interactive voice response; Determine a second interactive node code corresponding to the second interactive node according to the coding rule, and determine a second access process record of the user in the interactive voice response process according to the first interactive node code and the second interactive node code and the triggering sequence of the first interactive node and the second interactive node; as well as Determine the sequence numbers of the first access process record and the second access process record in sequence, determine the end type and end reason of the first access process record and the second access process record, and determine the unique identification information corresponding to the first access process record and the second access process record; The user's access track information is formed according to the first access process record, the second access process record, the corresponding sequence number, the end type and the end reason, and the unique identification information; the end type includes Goto, Select, Call, HangUp, InputError, and TimeOut, and the end reasons corresponding to the end types in sequence include the code of the next node, the key value, the skill group name and hotline number, hang up, input error, and input timeout; The fields contained in the access track information are separated by using a preset separator; the separated access track information is imported into a table for analysis; the access track information is sent to a third-party platform system; and the access track information is stored in a preset data storage system.

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