Interactive voice response method, device, electronic device and storage medium

Abstract

The present disclosure provides an interactive voice response (IVR) method, apparatus, electronic device, and storage medium. The method includes: obtaining an access number included in an incoming call request, determining at least two IVR versions corresponding to the access number; selecting an IVR version from the at least two IVR versions based on a version allocation policy; obtaining process node information corresponding to the selected IVR version, and providing IVR services for the incoming call request based on the process node information. Embodiments of the method provide for configuring multiple IVR versions for the same access number, thereby enabling different IVR services to be provided based on the different IVR versions, thereby enhancing service flexibility.

Description

Technical Field

[0001] The present disclosure relates to the field of communication technology, and in particular to an interactive voice response method, device, electronic device, and storage medium. Background Art

[0002] IVR (Interactive Voice Response) is a value-added voice service. When a user accesses the IVR system via telephone, the system provides the user with the appropriate IVR service flow. For example, after dialing a specified number, the IVR system presents a menu flow. By selecting the appropriate options, the user can access information query, information modification, and manual service processes.

[0003] However, current IVR systems offer fixed IVR service flows. For example, only one IVR service flow can be configured for the same access number. This shows that existing IVR service methods are relatively simple, and it is impossible to configure different IVR service flows for a single access number. Summary of the Invention

[0004] The present disclosure provides an interactive voice response method, device, electronic device and storage medium for configuring different IVR service processes for an access number through an interactive voice response method.

[0005] In a first aspect, the present disclosure provides an interactive voice response method, comprising the following steps:

[0006] Obtaining an access number included in the incoming call request and determining at least two interactive voice response versions corresponding to the access number;

[0007] selecting an interactive voice response version from at least two interactive voice response versions according to a version allocation policy;

[0008] Obtaining process node information corresponding to the selected interactive voice response version, and providing interactive voice response service for the incoming call request based on the process node information;

[0009] Among them, the process node information corresponding to each interactive voice response version includes: multiple process nodes and a node jump strategy corresponding to each process node, and the node jump strategy corresponding to each process node is used to implement node jump within the multiple process nodes contained in the process node information corresponding to the current interactive voice response version.

[0010] In a second aspect, the present disclosure provides an interactive voice response device, comprising:

[0011] an acquisition module adapted to acquire an access number included in the incoming call request and determine at least two interactive voice response versions corresponding to the access number;

[0012] a selection module adapted to select an interactive voice response version from at least two interactive voice response versions according to a version allocation policy;

[0013] an execution module adapted to obtain process node information corresponding to the selected interactive voice response version and provide an interactive voice response service for the incoming call request based on the process node information;

[0014] Among them, the process node information corresponding to each interactive voice response version includes: multiple process nodes and a node jump strategy corresponding to each process node, and the node jump strategy corresponding to each process node is used to implement node jump within the multiple process nodes contained in the process node information corresponding to the current interactive voice response version.

[0015] In a third aspect, the present disclosure provides an electronic device comprising: at least one processor; and a memory communicatively connected to the at least one processor; wherein the memory stores one or more computer programs executable by the at least one processor, and the one or more computer programs are executed by the at least one processor to enable the at least one processor to execute the above-mentioned interactive voice response method.

[0016] In a fourth aspect, the present disclosure provides a computer-readable storage medium having a computer program stored thereon, which implements the above-mentioned interactive voice response method when executed by a processor.

[0017] The embodiments provided herein can determine at least two interactive voice response (IVR) versions corresponding to an access number; select an IVR version from the at least two IVR versions based on a version allocation policy; and then provide IVR services for the incoming call request based on the process node information corresponding to the selected IVR version. Thus, this embodiment configures multiple different IVR versions for the same access number, thereby providing different IVR services based on the different IVR versions, improving service flexibility.

[0018] It should be understood that the content described in this section is not intended to identify the key or important features of the embodiments of the present disclosure, nor is it intended to limit the scope of the present disclosure. Other features of the present disclosure will become easily understood through the following description. BRIEF DESCRIPTION OF THE DRAWINGS

[0019] The accompanying drawings are used to provide a further understanding of the present disclosure and constitute a part of the specification. Together with the embodiments of the present disclosure, they are used to explain the present disclosure and do not constitute a limitation of the present disclosure. The above and other features and advantages will become more apparent to those skilled in the art by describing detailed example embodiments with reference to the accompanying drawings. In the accompanying drawings:

[0020] Figure 1 A flowchart of an interactive voice response method provided in the first embodiment of the present disclosure;

[0021] Figure 2 A flowchart of an interactive voice response method provided in the second embodiment of the present disclosure;

[0022] Figure 3 Creating an interface for the IVR in the specific example of the second embodiment of the present disclosure;

[0023] Figure 4 This is a flowchart of the entire process of user power access in a specific example of the second embodiment of the present disclosure;

[0024] Figure 5 This is a structural block diagram of an interactive voice response device provided in Example 3 of the present disclosure;

[0025] Figure 6 This is a structural block diagram of an electronic device provided in Example 4 of the present disclosure. DETAILED DESCRIPTION

[0026] To enable those skilled in the art to better understand the technical solutions of the present disclosure, exemplary embodiments of the present disclosure are described below in conjunction with the accompanying drawings, including various details of the embodiments of the present disclosure to facilitate understanding. These details should be considered merely exemplary. Therefore, those skilled in the art should recognize that various changes and modifications can be made to the embodiments described herein without departing from the scope and spirit of the present disclosure. Similarly, for the sake of clarity and conciseness, descriptions of well-known functions and structures are omitted in the following description.

[0027] In the absence of conflict, the various embodiments of the present disclosure and the various features therein may be combined with each other.

[0028] As used herein, the term "and / or" includes any and all combinations of one or more of the associated listed items.

[0029] The terms used herein are only used to describe specific embodiments and are not intended to limit the present disclosure. As used herein, the singular forms "a" and "the" are also intended to include the plural forms, unless the context clearly indicates otherwise. It will also be understood that when the terms "comprising" and / or "made of" are used in this specification, the presence of the features, wholes, steps, operations, elements and / or components is specified, but the presence or addition of one or more other features, wholes, steps, operations, elements, components and / or groups thereof is not excluded. Similar words such as "connected" or "connected" are not limited to physical or mechanical connections, but can include electrical connections, whether direct or indirect.

[0030] Unless otherwise defined, all terms (including technical and scientific terms) used herein have the same meaning as commonly understood by one of ordinary skill in the art. It will also be understood that terms such as those defined in commonly used dictionaries should be interpreted as having a meaning consistent with their meaning in the context of the relevant art and the present disclosure, and will not be interpreted as having an idealized or overly formal meaning unless expressly defined as such herein.

[0031] The interactive voice response method according to the embodiment of the present disclosure can be executed by an electronic device such as a terminal device or a server. The terminal device can be an in-vehicle device, a user equipment (UE), a mobile device, a user terminal, a terminal, a cellular phone, a cordless phone, a personal digital assistant (PDA), a handheld device, a computing device, an in-vehicle device, a wearable device, etc. The server can be an independent physical server, a server cluster or a distributed system composed of multiple physical servers, or a cloud server providing cloud computing services. The method can be implemented by a processor calling a computer program stored in a memory.

[0032] In the related art, the IVR system provides a fixed IVR service process. For example, only one IVR service process can be configured for the same access number. Therefore, the IVR service mode is relatively simple, and it is impossible to configure different IVR service processes for one access number. In order to solve the above problem, the present application proposes an interactive voice response method, which can configure multiple different interactive voice response versions for the same access number. Therefore, through the method in the present application, different IVR service processes can be configured for one access number through different versions, thereby improving the flexibility of the IVR service.

[0033] Figure 1 This is a flow chart of an interactive voice response method provided in the first embodiment of the present disclosure. Figure 1 , the method comprising:

[0034] Step S110: Acquire the access number included in the incoming call request, and determine at least two interactive voice response versions corresponding to the access number.

[0035] The incoming call request is initiated by the calling number, which is the number that initiates the call; the access number is the number called by the called party. In other words, the calling number is the number of the call initiator, and the access number is the number of the call recipient.

[0036] At least two interactive voice response versions are pre-configured for an access number. Accordingly, in this step, the at least two pre-configured interactive voice response versions corresponding to the access number are determined. An interactive voice response version is used to define a complete IVR interaction process, specifically including information related to a main node and multiple sub-nodes.

[0037] Step S120: Select an interactive voice response version from at least two interactive voice response versions according to the version allocation policy.

[0038] The version allocation strategy is used to allocate a corresponding interactive voice response version to the current incoming call request. In this embodiment, the version allocation strategy can be flexibly set according to business needs, for example, a random allocation strategy, a strategy for allocating based on user type, a strategy for allocating based on time period, etc.

[0039] Step S130: Acquire process node information corresponding to the selected interactive voice response version, and provide interactive voice response service for the incoming request according to the process node information.

[0040] Among them, the process node information corresponding to each interactive voice response version includes: multiple process nodes and a node jump strategy corresponding to each process node, and the node jump strategy corresponding to each process node is used to implement node jump within the multiple process nodes contained in the process node information corresponding to the current interactive voice response version.

[0041] Each interactive voice response version has corresponding process node information. This process node information defines the jump logic between the main node and sub-nodes, as well as the node scripts corresponding to the main node and sub-nodes. In short, the process node information corresponding to an interactive voice response version is used to set all the process nodes involved in an incoming call.

[0042] The embodiments provided herein can determine at least two interactive voice response (IVR) versions corresponding to an access number; select an IVR version from the at least two IVR versions based on a version allocation policy; and then provide IVR services for the incoming call request based on the process node information corresponding to the selected IVR version. Thus, this embodiment configures multiple different IVR versions for the same access number, thereby providing different IVR services based on the different IVR versions, improving service flexibility.

[0043] Figure 2 This is a flow chart of an interactive voice response method provided in the second embodiment of the present disclosure. Figure 2 , the method comprising:

[0044] Step S210: In response to the configuration instruction, the process configuration interface is displayed, and the corresponding interactive voice response version is configured and released.

[0045] In one specific implementation, in order to assign different interactive voice response versions to the calling user, the access number included in the incoming call request corresponds to at least two interactive voice response versions, the at least two interactive voice response versions including: a first interactive voice response version and a second interactive voice response version;

[0046] The first process node information contained in the first interactive voice response version is set according to the first business data within the first time period; the second process node information contained in the second interactive voice response version is set according to the second business data within the second time period; wherein the first time period is earlier than the second time period; and / or, the first business data corresponds to the business process before the update, and the second business data corresponds to the business process after the update. For example, if the first time period is a historical time period, the first business data within the first time period is historical data, the second time period is a current time period, and the second business data within the second time period is current data, then the first interactive voice response version is the old IVR version, and the second interactive voice response version is the new IVR version; the process node information in the two IVR versions is completely different and isolated from each other.

[0047] In the above specific implementation, the first interactive voice response version and the second interactive voice response version are configured separately, and step S210 specifically includes the following steps:

[0048] Step 1: In response to a first version configuration instruction triggered by a first version configuration entry included in the version configuration interface, display a first version process configuration interface;

[0049] Step 2: Responding to a first version release instruction triggered by a first version release entry included in the first version process configuration interface, releasing the first interactive voice response version;

[0050] Step 3: In response to the second version configuration instruction triggered by the second version configuration entry included in the version configuration interface, display the second version process configuration interface;

[0051] Step 4: In response to a second version release instruction triggered by a second version release entry included in the second version process configuration interface, the second interactive voice response version is released.

[0052] Among them, the first version process configuration interface includes a version process configuration entry for configuring the process node information included in the first interactive voice response version; the second version process configuration interface includes a version process configuration entry for configuring the process node information included in the second interactive voice response version; wherein, the version process configuration entry includes: a main node configuration entry, a main node speech configuration entry, a main node jump configuration entry, a sub-node configuration entry, a sub-node speech configuration entry, and a sub-node jump configuration entry. Among them, the main node configuration entry is used to configure the interactive process of the main node; the main node speech configuration entry is used to configure the standard speech of the main node (for example, welcome speech, greeting speech, etc.); the main node jump configuration entry is used to configure the jump relationship between the main node and each sub-node. For example, if the number of sub-nodes under the main node is N, then the number of main node jump configuration entries is also N, and each main node jump configuration entry is used to jump to a corresponding sub-node. Similarly, the sub-node configuration entry is used to configure the interaction process of the current sub-node; the sub-node speech configuration entry is used to configure the standard speech of the current sub-node (for example, welcome speech, greeting speech, etc.); the sub-node jump configuration entry is used to configure the jump relationship between the current sub-node and the main node or other sub-nodes.

[0053] In the first version process configuration interface, the process node information of the first interactive voice response version can be configured and the first interactive voice response version can be released; in the second version process configuration interface, the process node information of the second interactive voice response version can be configured and the second interactive voice response version can be released.

[0054] It can be seen that in step S210 of this embodiment, in the version configuration interface, the first version process configuration interface is first displayed in response to the first version configuration instruction triggered by the first version configuration entry, and after the process node information of the first interactive voice response version is configured, the first interactive voice response version is released in response to the first version release instruction triggered by the first version release entry; then, in response to the second version configuration instruction triggered by the second version configuration entry, the second version process configuration interface is displayed, and after the process node information of the second interactive voice response version is configured, the second interactive voice response version is released in response to the second version release instruction triggered by the second version release entry; by configuring different interactive voice response versions separately, all process nodes are included in different versions, so that the process nodes in different versions do not overlap with each other and are completely isolated.

[0055] Step S220: Acquire the access number included in the incoming call request, and determine at least two interactive voice response versions corresponding to the access number.

[0056] In a specific implementation, different interactive voice response versions include different process node information; and the multiple process nodes include: a main process node and a sub-process node; and the node jump strategy includes: a main node jump strategy corresponding to the main node and a sub-node jump strategy corresponding to the sub-node;

[0057] In addition, the process node information also includes: the main node speech corresponding to the main process node and the sub-node speech corresponding to the sub-process node;

[0058] The main node jump strategy and sub-node jump strategy within the process node information contained in each interactive voice response version are used to implement node jumps within the process node information contained in the current interactive voice response version. For example, during a user call, after selecting a specific IVR version, node jumps will only be performed within that version, and will not jump to nodes contained in other IVR versions. This means that the versions are completely isolated.

[0059] Step S230: Select an interactive voice response version from at least two interactive voice response versions according to the version allocation policy.

[0060] In an optional implementation, the version allocation strategy is a random allocation strategy, and step S230 specifically includes:

[0061] Obtaining a version weight pre-configured for each interactive voice response version, and determining an incoming call ratio for each interactive voice response version based on the version weight;

[0062] An interactive voice response version is selected from the at least two interactive voice response versions based on the incoming call ratio of each interactive voice response version and a random algorithm.

[0063] For example, in the scenario of IVR version update, the old IVR version or the new IVR version is allocated to the user's incoming request according to a certain ratio. The new IVR version is improved based on the feedback from users who have experienced the new version. After the new version fully meets the standards, the old version is completely replaced by the new version. In this way, the iteration of the IVR version is gradually realized by changing the ratio, avoiding the problem of poor user experience caused by direct version replacement in related technologies.

[0064] In an optional implementation, to improve user experience, the version allocation strategy is a user type allocation strategy, which allocates a suitable IVR version to the user based on the user's historical data. Step S230 specifically includes:

[0065] Obtain the user ID contained in the incoming call request, and obtain user attribute information corresponding to the user ID;

[0066] determining a corresponding user type according to the user attribute information, and selecting an interactive voice response version corresponding to the user type as a first interactive voice response version according to a mapping relationship between the user type and the interactive voice response version;

[0067] Among them, user attribute information includes: user registration time, user access data, and / or user activity frequency.

[0068] Step S240: Acquire process node information corresponding to the selected interactive voice response version, and provide interactive voice response service for the incoming request according to the process node information.

[0069] In a specific implementation, step S240 includes:

[0070] Obtain and announce the main node speech corresponding to the main process node contained in the selected interactive voice response version;

[0071] In response to the received node jump instruction, according to the instruction parameters contained in the node jump instruction and the main node jump strategy, jump to the sub-process node corresponding to the process node information contained in the selected interactive voice response version.

[0072] During a user call, a specified IVR version is assigned to the user. In response to the corresponding node jump instruction contained in the user's voice or operation, the node jump is performed within the IVR version, and will not jump to the node in other IVR versions. There is no switching issue between the old and new versions.

[0073] In summary, the above embodiment can display a process configuration interface in response to a configuration instruction, configure and publish a corresponding interactive voice response version, determine at least two interactive voice response versions corresponding to an access number, select one of the at least two interactive voice response versions based on a version allocation policy, and then provide interactive voice response services for the incoming call request based on the process node information corresponding to the selected interactive voice response version. Thus, this embodiment configures multiple different interactive voice response versions for the same access number, thereby providing different interactive voice response services based on different interactive voice response versions, thereby enhancing service flexibility.

[0074] To facilitate understanding, the specific implementation details of the above embodiment are described in detail below using a specific example.

[0075] A call center is a place where people interact and conduct transactions over the phone, such as for service, sales, and emergencies. It also includes both manual and self-service services. Voice over the Internet has become a common form of communication. Voice communication is encoded from analog signals into digital signals, transmitted over an IP network, and then decoded and played back. Internet-based voice calls cost only 10% to 20% of traditional phone calls. Due to its low cost, this technology has been widely adopted in corporate call centers, particularly those of banks, financial institutions, and insurance companies, for telemarketing, follow-up calls, and intelligent customer service. IVR technology was originally developed to reduce the costs of early call centers, such as those used by large corporations, telecommunications companies, and taxi companies. These departments receive a large number of calls daily. Despite the large volume, the needs of these users are limited to a few categories. Categorizing and summarizing questions and recording responses, and then simply playing the corresponding recording when answering a call, significantly reduces labor costs. This is the prototype of IVR.

[0076] In the related art, multiple IVR process versions are provided for one or more services; order data and browsing data for one or more services for each user account are obtained from one or more databases; for each service, user accounts are sorted from low to high according to the frequency of ordering and / or browsing the service to obtain a sort order; an IVR process version is assigned to the user account based on the user account's position in the sort order, wherein the IVR process version assigned to the user account at the top of the sort order is the one with the most recent creation time; the user's call number is obtained in a call request for an associated service; based on the call number, the user account associated with the call number is obtained; and during the call, the IVR process version assigned to the user account for the service is provided to the user and user feedback is received. However, the related art has the following problems: First, the processes corresponding to the various services are not strongly correlated. When jumping between processes of the various services, it is not possible to jump to a specific interactive voice response version. For example, in the related art, each process corresponds to multiple different process versions, and the process version used by the user in each process is determined by the user's order data or browsing data. There is no concept of a specific interactive voice response version, and therefore, it is impossible to jump to a specific interactive voice response version. For example, during a single login, a user might be redirected from a new IVR version node to another service on an older version, or might enter both the new and old versions of the same service process. Secondly, the correlation between users and processes is too strong, and different users use different IVRs, which doesn't achieve a randomized effect. Finally, it takes too long for users to access the IVR system. For example, in related technologies, users and processes are strongly bound together, with corresponding processes pre-configured for specific user types, resulting in a strong correlation between users and processes.

[0077] In order to solve the above problems, this specific example provides an interactive voice response method, and the system components supporting the method include: ivr-engine, Freeswitch, ivr-manager, and operator gateway.

[0078] The ivr-manager accepts user requests for IVR creation, configures the release of different versions and access numbers under the IVR (such as number diversion, version diversion, and the weight of each version), and configures IVR flow charts, including jumps between various processes. It also periodically scans the database for IVR processes that need to be released regularly.

[0079] ivr-engine is used to accept Freeswitch calls (e.g., after a call is made, it initializes the process corresponding to the access number and plays the audio required for interactive responses with the user); it also dynamically diverts incoming calls (creating the corresponding IVR version based on the configured specific diversion strategy and returning it to Freeswitch);

[0080] Freeswitch is a cross-platform, open-source telephone exchange platform with strong scalability. It is used to provide routing and interconnection communications for audio, text or any other form of media, as well as providing self-service IVR services.

[0081] The carrier gateway is used to connect to the lines of major carriers and is a bridge for call centers to establish communication with the PSTN (Public Switched Telephone Network).

[0082] The interactive voice response method in this specific example includes the following steps:

[0083] Step 1: Business configuration.

[0084] ①Create an IVR, Figure 3 Create the interface for the IVR in this specific example;

[0085] ② Create multiple IVR versions under the current IVR, and view the version information of the current IVR version (version number, current status, creation time, language, version introduction, etc.) on the creation interface (i.e., the version configuration interface in the embodiment);

[0086] ③Configure different IVR main processes and corresponding sub-processes for different versions;

[0087] For example, in the configuration of the main process, first determine whether the incoming call exceeds the threshold to play the ending message and end the call or play the welcome message. Then, after playing the welcome message, check whether TPC / RPC is detected, and then check the value tag and proceed with the subsequent process.

[0088] For example, for the online complaint sub-process, the working hours are first determined, and based on the determination result, one of the following two processes is entered: one is to play a transfer reminder, then set the transfer queue, and then enter the manual queue sub-process; the other is to set the main menu type and return to the main menu;

[0089] ④ Click New Release (equivalent to triggering a configuration instruction through a configuration entry in the embodiment), select Version Diversion, and configure the version diversion and one or more numbers to be connected;

[0090] Through the above configuration, dynamic diversion of calls to the unified access number is achieved.

[0091] Step 2: Start the IVR task.

[0092] After the configuration is completed, click OK to publish the IVR immediately (IVR also supports scheduled publishing), that is, call ivr-Manager to publish the IVR, which is to trigger the publishing instruction through the publishing entry in the embodiment.

[0093] Step 3: The customer calls in and is assigned an IVR.

[0094] Figure 4 This is a flowchart of the entire process of a user's call in this specific example. The customer makes a call, Freeswitch receives the response, and then calls ivr-engine to access an IVR process. Based on the call number and the configured traffic diversion strategy for different versions (i.e., the version allocation strategy in this example), ivr-engine determines the IVR version to call from and returns a process for that version.

[0095] Step 4: Call established.

[0096] The user listens to the voice configured by the IVR and interacts with the IVR system. When the user interacts with the IVR, the user jumps to the corresponding process (i.e., jumps to the corresponding process node) within the current version.

[0097] During the iteration of the main version of the IVR, due to the changes in some IVR processes (including the main process and one or more processes in various sub-processes), and the inability to know the impact of the changed processes on the experience of new users, partial diversion is performed in the process of calling the IVR to determine the process, so that a small number of users experience the new version of the process (corresponding to the second interactive voice response version in the embodiment), and the new process is adjusted in real time based on the feedback of these users. At the same time, it is ensured that users who experience the new version follow the new version of the process throughout the process, and the user process of the old version (corresponding to the first interactive voice response version in the embodiment) remains unchanged, achieving the effect of version isolation, and the new and old versions do not affect each other. In this way, most users still use the original process, while a small number of users experience the new process with perception, and then the new process is adjusted in real time based on the experience feedback of the above small number of users; when all new processes have achieved the expected results, all incoming traffic is switched to the new process through real-time release, and version iteration is achieved without the user's perception, so as to improve the user experience.

[0098] To sum up, unlike the related technologies, the overall process migration causes all main processes and sub-processes to switch to the new version, and there may be problems with inappropriate sub-processes that affect the user experience. Through the method provided by this specific example, one version includes the main process and the corresponding sub-processes that need to be used (the processes of each service), so that the operation is performed according to the version dimension during the power-on process, and the main process and sub-process jump between the various processes in the current version, thereby achieving the following effects: diversion is performed when the process is changed, and some users randomly experience the new version, thereby obtaining user experience feedback on the new version; during a user's power-on process, all process jumps are performed within the same version and will not jump to processes of other versions, realizing version isolation; allowing most users to experience the iteration of the new version without noticing, improving user experience; shortening the time it takes for users to enter the IVR.

[0099] It is understood that the above-mentioned various method embodiments mentioned in this disclosure can be combined with each other to form combined embodiments without violating the principle logic. Due to space limitations, this disclosure will not go into details. It is understood by those skilled in the art that in the above-mentioned methods of specific implementation, the specific execution order of each step should be determined by its function and possible internal logic.

[0100] Figure 5 This is a structural block diagram of an interactive voice response device 30 provided in the third embodiment of the present disclosure. Figure 5 , the device comprises:

[0101] an acquisition module 31 adapted to acquire an access number included in an incoming call request and determine at least two interactive voice response versions corresponding to the access number;

[0102] a selection module 32 adapted to select an interactive voice response version from at least two interactive voice response versions according to a version allocation policy;

[0103] an execution module 33 adapted to obtain process node information corresponding to the selected interactive voice response version and provide an interactive voice response service for the incoming call request according to the process node information;

[0104] Among them, the process node information corresponding to each interactive voice response version includes: multiple process nodes and a node jump strategy corresponding to each process node, and the node jump strategy corresponding to each process node is used to implement node jump within the multiple process nodes contained in the process node information corresponding to the current interactive voice response version.

[0105] In an optional implementation, the at least two interactive voice response versions include: a first interactive voice response version and a second interactive voice response version;

[0106] The first process node information included in the first interactive voice response version is set according to the first business data within the first time period;

[0107] The second process node information included in the second interactive voice response version is set according to the second business data in the second time period;

[0108] The first time period is earlier than the second time period; and / or the first business data corresponds to the business process before the update, and the second business data corresponds to the business process after the update.

[0109] In an optional implementation, the acquisition module 31 further includes:

[0110] In response to a first version configuration instruction triggered by a first version configuration entry included in the version configuration interface, displaying a first version process configuration interface; and / or,

[0111] In response to a second version configuration instruction triggered by a second version configuration entry included in the version configuration interface, displaying a second version process configuration interface;

[0112] Among them, the first version process configuration interface includes a version process configuration entry for configuring the process node information included in the first interactive voice response version; the second version process configuration interface includes a version process configuration entry for configuring the process node information included in the second interactive voice response version; among them, the version process configuration entry includes: main node configuration entry, main node speech configuration entry, main node jump configuration entry, sub-node configuration entry, sub-node speech configuration entry, and sub-node jump configuration entry.

[0113] In an optional implementation, the acquisition module 31 further includes:

[0114] Responding to a first version release instruction triggered by a first version release entry included in the first version process configuration interface, releasing a first interactive voice response version; and / or,

[0115] After displaying the second version process configuration interface, the method further includes: publishing a second interactive voice response version in response to a second version release instruction triggered by a second version release entry included in the second version process configuration interface.

[0116] In an optional implementation, the process node information included in each interactive voice response version includes:

[0117] The main node words and main node jump strategies corresponding to the main process nodes, and the sub-node words and sub-node jump strategies corresponding to the sub-process nodes;

[0118] Among them, the process node information contained in different interactive voice response versions is different, and the main node jump strategy and sub-node jump strategy in the process node information contained in each interactive voice response version are used to implement node jumps within the process node information contained in the current interactive voice response version.

[0119] In an optional implementation, the version allocation strategy in the selection module 32 is a random allocation strategy, and the selection module 32 specifically includes:

[0120] Obtaining a version weight pre-configured for each interactive voice response version, and determining an incoming call ratio for each interactive voice response version based on the version weight;

[0121] An interactive voice response version is selected from the at least two interactive voice response versions based on the incoming call ratio of each interactive voice response version and a random algorithm.

[0122] In an optional implementation, the version allocation strategy in the selection module 32 is a user type allocation strategy, and the selection module 32 specifically includes:

[0123] Obtain the user ID contained in the incoming call request, and obtain user attribute information corresponding to the user ID;

[0124] determining a corresponding user type according to the user attribute information, and selecting an interactive voice response version corresponding to the user type as a first interactive voice response version according to a mapping relationship between the user type and the interactive voice response version;

[0125] Among them, user attribute information includes: user registration time, user access data, and / or user activity frequency.

[0126] In an optional implementation, the execution module 33 specifically includes:

[0127] Obtain and announce the main node speech corresponding to the main process node contained in the selected interactive voice response version;

[0128] In response to the received node jump instruction, according to the instruction parameters contained in the node jump instruction and the main node jump strategy, jump to the sub-process node corresponding to the process node information contained in the selected interactive voice response version.

[0129] The specific structure and working principle of each of the above modules can be referred to the description of the corresponding parts of method embodiment 1 and embodiment 2, and will not be repeated here.

[0130] Figure 6 This is a structural block diagram of an electronic device provided in Example 4 of the present disclosure.

[0131] Reference Figure 6 The electronic device includes: at least one processor 501; at least one memory 502, and one or more I / O interfaces 503, connected between the processor 501 and the memory 502; wherein the memory 502 stores one or more computer programs that can be executed by the at least one processor 501, and the one or more computer programs are executed by the at least one processor 501 to implement the above-mentioned interactive voice response method.

[0132] The present disclosure also provides a computer-readable storage medium having a computer program stored thereon, which implements the above-mentioned interactive voice response method when executed by a processor. The computer-readable storage medium can be a volatile or non-volatile computer-readable storage medium.

[0133] It will be understood by those skilled in the art that all or some of the steps, systems, and functional modules / units in the methods disclosed above may be implemented as software, firmware, hardware, and appropriate combinations thereof. In a hardware implementation, the division between the functional modules / units mentioned in the above description does not necessarily correspond to the division of physical components; for example, a physical component may have multiple functions, or a function or step may be performed by several physical components in cooperation. Some or all physical components may be implemented as software executed by a processor, such as a central processing unit, a digital signal processor, or a microprocessor, or may be implemented as hardware, or may be implemented as an integrated circuit, such as an application-specific integrated circuit. Such software may be distributed on a computer-readable storage medium, which may include a computer storage medium (or non-transitory medium) and a communication medium (or temporary medium).

[0134] As is well known to those skilled in the art, the term computer storage media includes volatile and nonvolatile, removable and non-removable media implemented in any method or technology for storage of information (such as computer-readable program instructions, data structures, program modules or other data). Computer storage media includes, but is not limited to, random access memory (RAM), read-only memory (ROM), erasable programmable read-only memory (EPROM), static random access memory (SRAM), flash memory or other memory technology, portable compact disc read-only memory (CD-ROM), digital versatile disc (DVD) or other optical disc storage, magnetic cassettes, magnetic tape, magnetic disk storage or other magnetic storage devices, or any other medium that can be used to store the desired information and can be accessed by a computer. In addition, as is well known to those skilled in the art, communication media typically contains computer-readable program instructions, data structures, program modules or other data in a modulated data signal such as a carrier wave or other transport mechanism, and may include any information delivery media.

[0135] The computer-readable program instructions described herein can be downloaded from a computer-readable storage medium to each computing / processing device, or downloaded to an external computer or external storage device via a network, such as the Internet, a local area network, a wide area network, and / or a wireless network. The network can include copper transmission cables, fiber optic transmission, wireless transmission, routers, firewalls, switches, gateway computers, and / or edge servers. The network adapter card or network interface in each computing / processing device receives the computer-readable program instructions from the network and forwards the computer-readable program instructions to be stored in the computer-readable storage medium in each computing / processing device.

[0136] The computer program instructions for performing the operations of the present disclosure may be assembly instructions, instruction set architecture (ISA) instructions, machine instructions, machine-dependent instructions, microcode, firmware instructions, state setting data, or source code or object code written in any combination of one or more programming languages, including object-oriented programming languages such as Smalltalk, C++, and conventional procedural programming languages such as "C" language or similar programming languages. Computer-readable program instructions may be executed entirely on a user's computer, partially on a user's computer, as an independent software package, partially on a user's computer, partially on a remote computer, or entirely on a remote computer or server. In the case of a remote computer, the remote computer may be connected to the user's computer via any type of network, including a local area network (LAN) or a wide area network (WAN), or may be connected to an external computer (e.g., utilizing an Internet service provider to connect via the Internet). In some embodiments, an electronic circuit, such as a programmable logic circuit, a field programmable gate array (FPGA), or a programmable logic array (PLA), may be personalized by utilizing the state information of the computer-readable program instructions. The electronic circuit may execute the computer-readable program instructions, thereby realizing various aspects of the present disclosure.

[0137] The computer program product described herein may be implemented in hardware, software, or a combination thereof. In one embodiment, the computer program product is implemented as a computer storage medium. In another embodiment, the computer program product is implemented as a software product, such as a software development kit (SDK).

[0138] Various aspects of the present disclosure are described herein with reference to flowcharts and / or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the present disclosure. It should be understood that each block of the flowcharts and / or block diagrams, and combinations of blocks in the flowcharts and / or block diagrams, can be implemented by computer-readable program instructions.

[0139] These computer-readable program instructions can be provided to a processor of a general-purpose computer, a special-purpose computer, or other programmable data processing device, thereby producing a machine, so that when these instructions are executed by the processor of the computer or other programmable data processing device, a device is generated that implements the functions / actions specified in one or more blocks in the flowchart and / or block diagram. These computer-readable program instructions can also be stored in a computer-readable storage medium, where these instructions cause the computer, programmable data processing device, and / or other device to operate in a specific manner. Thus, the computer-readable medium storing the instructions comprises an article of manufacture that includes instructions for implementing various aspects of the functions / actions specified in one or more blocks in the flowchart and / or block diagram.

[0140] Computer-readable program instructions may also be loaded onto a computer, other programmable data processing apparatus, or other device so that a series of operational steps are performed on the computer, other programmable data processing apparatus, or other device to produce a computer-implemented process, thereby causing the instructions executed on the computer, other programmable data processing apparatus, or other device to implement the functions / actions specified in one or more blocks in the flowchart and / or block diagram.

[0141] The flow charts and block diagrams in the accompanying drawings show the possible architecture, functions and operations of the systems, methods and computer program products according to multiple embodiments of the present disclosure. In this regard, each box in the flow chart or block diagram can represent a part of a module, program segment or instruction, and the part of the module, program segment or instruction contains one or more executable instructions for realizing the prescribed logical function. In some alternative implementations, the functions marked in the box can also occur in a sequence different from that marked in the accompanying drawings. For example, two consecutive boxes can actually be executed substantially in parallel, and they can sometimes be executed in the opposite order, depending on the functions involved. It should also be noted that each box in the block diagram and / or flow chart, and the combination of the boxes in the block diagram and / or flow chart can be implemented by a dedicated hardware-based system that performs the prescribed function or action, or can be implemented by a combination of dedicated hardware and computer instructions.

[0142] Example embodiments have been disclosed herein, and although specific terms are employed, they are used and should be interpreted only in a general illustrative sense and not for purposes of limitation. In some instances, it will be apparent to those skilled in the art that, unless otherwise expressly indicated, features, characteristics, and / or elements described in conjunction with a particular embodiment may be used alone or in combination with features, characteristics, and / or elements described in conjunction with other embodiments. Therefore, it will be understood by those skilled in the art that various changes in form and detail may be made without departing from the scope of the present disclosure as set forth in the appended claims.

Claims

1. An interactive voice response method, characterized in that: include: Obtaining an access number included in the incoming call request, and determining at least two interactive voice response versions corresponding to the access number; selecting an interactive voice response version from the at least two interactive voice response versions according to a version allocation policy; Obtaining process node information corresponding to the selected interactive voice response version, and providing an interactive voice response service for the incoming call request according to the process node information; Among them, the process node information corresponding to the interactive voice response version includes: multiple process nodes and the node jump strategy corresponding to each process node. The node jump strategy corresponding to each process node is used to implement node jump within the multiple process nodes contained in the corresponding process node information. The process node information contained in different interactive voice response versions is different; and the multiple process nodes include: main process nodes and sub-process nodes.

2. The method according to claim 1, characterized in that The at least two interactive voice response versions include: a first interactive voice response version and a second interactive voice response version; The method of obtaining the access number included in the incoming call request and determining at least two interactive voice response versions corresponding to the access number further includes: In response to a first version configuration instruction triggered by a first version configuration entry included in the version configuration interface, displaying a first version process configuration interface; in response to a first version release instruction triggered by a first version release entry included in the first version process configuration interface, releasing a first interactive voice response version; and / or, In response to the second version configuration instruction triggered by the second version configuration entry included in the version configuration interface, the second version process configuration interface is displayed; in response to the second version release instruction triggered by the second version release entry included in the second version process configuration interface, the second interactive voice response version is released.

3. The method according to claim 2, characterized in that The first process node information included in the first interactive voice response version is set according to the first business data in the first time period; The second process node information included in the second interactive voice response version is set according to the second business data in the second time period; The first time period is earlier than the second time period; and / or the first business data corresponds to a business process before the update, and the second business data corresponds to a business process after the update.

4. The method according to claim 2, characterized in that After displaying the first version process configuration interface, the method further includes: publishing the first interactive voice response version in response to a first version release instruction triggered by a first version release entry included in the first version process configuration interface; and / or After displaying the second version process configuration interface, the method further includes: publishing the second interactive voice response version in response to a second version release instruction triggered by a second version release entry included in the second version process configuration interface.

5. The method according to claim 1, wherein in, The node jump strategy includes: a master node jump strategy corresponding to the master node and a sub-node jump strategy corresponding to the sub-node; In addition, the process node information also includes: main node speech corresponding to the main process node and sub-node speech corresponding to the sub-process node.

6. The method according to claim 1, characterized in that The acquiring process node information corresponding to the selected interactive voice response version and providing the interactive voice response service for the incoming call request according to the process node information comprises: Obtaining and announcing the main node speech corresponding to the main process node contained in the selected interactive voice response version; In response to the received node jump instruction, according to the instruction parameters contained in the node jump instruction and the main node jump strategy, jump to the sub-process node corresponding to the process node information contained in the selected interactive voice response version.

7. The method according to any one of claims 1 to 6, characterized in that If the version allocation strategy is a random allocation strategy, then selecting an interactive voice response version from the at least two interactive voice response versions according to the version allocation strategy includes: Obtaining a version weight pre-configured for each interactive voice response version, and determining an incoming call ratio for each interactive voice response version based on the version weight; selecting an interactive voice response version from the at least two interactive voice response versions based on an incoming call ratio of each interactive voice response version and a random algorithm; Alternatively, the version allocation strategy is a user type allocation strategy, and selecting an interactive voice response version from the at least two interactive voice response versions according to the version allocation strategy includes: Obtaining a user identifier included in the incoming call request, and obtaining user attribute information corresponding to the user identifier; determining a corresponding user type according to the user attribute information, and selecting an interactive voice response version corresponding to the user type as a first interactive voice response version according to a mapping relationship between the user type and the interactive voice response version; The user attribute information includes: user registration time, user access data, and / or user activity frequency.

8. An interactive voice response device, characterized in that: include: an acquisition module adapted to acquire an access number included in the incoming call request and determine at least two interactive voice response versions corresponding to the access number; a selection module adapted to select an interactive voice response version from the at least two interactive voice response versions according to a version allocation policy; an execution module adapted to obtain process node information corresponding to the selected interactive voice response version, and provide an interactive voice response service for the incoming call request according to the process node information; Among them, the process node information corresponding to each interactive voice response version includes: multiple process nodes and a node jump strategy corresponding to each process node, and the node jump strategy corresponding to each process node is used to implement node jumps within the multiple process nodes contained in the process node information corresponding to the current interactive voice response version. The process node information contained in different interactive voice response versions is different; and the multiple process nodes include: a main process node and a sub-process node.

9. An electronic device, characterized in that: include: at least one processor; as well as a memory communicatively connected to the at least one processor; wherein, The memory stores one or more computer programs executable by the at least one processor, and the one or more computer programs are executed by the at least one processor to enable the at least one processor to perform the method according to any one of claims 1 to 7.

10. A computer-readable storage medium having a computer program stored thereon, characterized in that: When the computer program is executed by a processor, the computer program implements the method according to any one of claims 1 to 7.

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