Business processing method and device

Abstract

The present disclosure proposes a business processing method and device, the method comprising: in response to a call request, obtaining call information in the call request; loading a menu configuration file matching the call information, and reading a first menu configuration content in the menu configuration file; executing at least one interactive process according to the first menu configuration content to determine a second menu configuration content from the menu configuration file; calling a target business script matching the second menu configuration content, and executing the target business script to process the business corresponding to the second menu configuration content, thereby avoiding directly using the development tools of the IVR platform itself to develop business processes, using the target business script to develop business processes, achieving adaptation of business processes to various IVR platforms, improving flexibility, and eliminating the need for developers to master the development details of each IVR. At the same time, when the IVR platform is replaced, there is no need to redevelop the business process, reducing development costs.

Description

Technical Field

[0001] The present disclosure relates to the field of data processing technology, and in particular to a service processing method and device. Background Art

[0002] At present, IVR (Interactive Voice Response) plays an important role as a portal for call access in customer service systems and remote banking systems. In the telephone banking system in the financial field, IVR is also an important channel for banks and occupies an important share in remote banking.

[0003] In the related technologies, various IVR platforms launched by mainstream or non-mainstream manufacturers have their own development tools. These development tools are bound to the characteristics of the IVR platform. The development process and its results can only be used on their own systems. Developers are required to master the development details of each IVR, which makes development difficult. At the same time, the customer's business is also severely restricted by the IVR platform. If the manufacturer needs to be changed due to business development, all business processes must be redeveloped and tested, resulting in high development costs and poor flexibility. Summary of the invention

[0004] The present disclosure provides a service processing method and device to solve one of the technical problems in the related art at least to a certain extent. The technical solution of the present disclosure is as follows:

[0005] According to a first aspect of an embodiment of the present disclosure, a service processing method is provided, which is applied to an IVR service system, and includes: receiving a call request sent by an IVR platform, and obtaining call information in the call request in response to the call request; loading a menu configuration file matching the call information, and reading a first menu configuration content in the menu configuration file; performing at least one interaction process according to the first menu configuration content to determine a second menu configuration content from the menu configuration file; calling a target service script matching the second menu configuration content, and executing the target service script to process the service corresponding to the second menu configuration content.

[0006] According to a second aspect of an embodiment of the present disclosure, a service processing method is provided, which is applied to an IVR platform, and includes: sending a call request to an IVR service system; wherein the call request is used by the IVR service system to respond to the call request and obtain call information in the call request; loading a menu configuration file matching the call information, and reading a first menu configuration content in the menu configuration file; executing at least one interaction process according to the first menu configuration content to determine a second menu configuration content from the menu configuration file; calling a target service script matching the second menu configuration content, and executing the target service script to process the service corresponding to the second menu configuration content.

[0007] According to a third aspect of an embodiment of the present disclosure, a business processing device is provided, which is applied to an IVR business system, including: a receiving module, used to receive a call request sent by an IVR platform, and in response to the call request, obtain call information in the call request; a loading module, used to load a menu configuration file matching the call information, and read a first menu configuration content in the menu configuration file; an interaction module, used to perform at least one interaction process according to the first menu configuration content to determine a second menu configuration content from the menu configuration file; a calling module, used to call a target business script matching the second menu configuration content, and execute the target business script to process the business corresponding to the second menu configuration content.

[0008] According to a fourth aspect of an embodiment of the present disclosure, a business processing device is provided, which is applied to an IVR platform, including: a sending module, used to send a call request to an IVR business system; wherein the call request is used by the IVR business system to respond to the call request and obtain call information in the call request; load a menu configuration file matching the call information, and read a first menu configuration content in the menu configuration file; execute at least one interaction process according to the first menu configuration content to determine a second menu configuration content from the menu configuration file; call a target business script matching the second menu configuration content, and execute the target business script to process the business corresponding to the second menu configuration content.

[0009] According to a fifth aspect of the embodiments of the present disclosure, a business processing system is provided, including: an IVR business system, used to implement the business processing method described in the embodiments of the first aspect above; and an IVR platform, used to implement the business processing method described in the embodiments of the second aspect above.

[0010] According to the sixth aspect of an embodiment of the present disclosure, an electronic device is provided, comprising: a processor; a memory for storing instructions executable by the processor; wherein the processor is configured to execute the instructions to implement the business processing method as described in the embodiment of the first aspect of the present disclosure; or, to implement the business processing method as described in the embodiment of the second aspect of the present disclosure.

[0011] According to the seventh aspect of the embodiments of the present disclosure, a computer-readable storage medium is provided. When the instructions in the computer-readable storage medium are executed by the processor of an electronic device, the electronic device is enabled to execute the business processing method as described in the embodiment of the first aspect of the present disclosure, or to execute the business processing method as described in the embodiment of the second aspect of the present disclosure.

[0012] According to an eighth aspect of an embodiment of the present disclosure, a computer program product is provided, comprising: a computer program, which, when executed by a processor, implements the business processing method as described in the embodiment of the first aspect of the present disclosure, or, when executed, implements the business processing method as described in the embodiment of the second aspect of the present disclosure.

[0013] The technical solution provided by the embodiments of the present disclosure brings at least the following beneficial effects:

[0014] By receiving a call request sent by an IVR platform and responding to the call request, the call information in the call request is obtained; a menu configuration file matching the call information is loaded, and the first menu configuration content in the menu configuration file is read; according to the first menu configuration content, at least one interactive process is performed to determine the second menu configuration content from the menu configuration file; a target business script matching the second menu configuration content is called, and the target business script is executed to process the business corresponding to the second menu configuration content. Thus, the IVR business system loads a menu configuration file matching the call information, and calls and executes a target business script matching the second menu configuration content to process the business corresponding to the second menu configuration content, avoids directly using the platform's development tools to develop business processes, uses target business scripts to develop business processes, realizes the adaptation of business processes to various IVR platforms, improves flexibility, and does not require developers to master the development details of each IVR. At the same time, when the IVR platform is replaced, there is no need to redevelop the business process, thereby reducing development costs.

[0015] It is to be understood that the foregoing general description and the following detailed description are exemplary and explanatory only and are not restrictive of the present disclosure. BRIEF DESCRIPTION OF THE DRAWINGS

[0016] The drawings herein are incorporated into and constitute a part of the specification, illustrate embodiments consistent with the present disclosure, and together with the description are used to explain the principles of the present disclosure, and do not constitute improper limitations on the present disclosure.

[0017] Figure 1 is a flowchart of a business processing method shown in the first embodiment of the present disclosure;

[0018] Figure 2 is a flowchart of a business processing method shown in the second embodiment of the present disclosure;

[0019] Figure 3 is a flowchart of a business processing method shown in the third embodiment of the present disclosure;

[0020] Figure 4 is a flowchart of a business processing method shown in the fourth embodiment of the present disclosure;

[0021] Figure 5 is a flowchart of a business processing method shown in the fifth embodiment of the present disclosure;

[0022] Figure 6 It is a flowchart of a business processing method provided by an embodiment of the present disclosure;

[0023] Figure 7 is a structural diagram of a business processing system shown in the sixth embodiment of the present disclosure;

[0024] Figure 8 is a structural diagram of a service processing device shown in the seventh embodiment of the present disclosure;

[0025] Fig. 9 is a schematic diagram of the structure of a service processing device shown in the eighth embodiment of the present disclosure;

[0026] Fig.10 It is a schematic structural diagram of an electronic device shown in an exemplary embodiment of the present disclosure. DETAILED DESCRIPTION

[0027] In order to enable ordinary persons 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 accompanying drawings.

[0028] 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 interchanged 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. The embodiments described in the following exemplary embodiments do not represent all embodiments consistent with the present disclosure. Instead, they are merely examples of devices and methods consistent with some aspects of the present disclosure as detailed in the appended claims.

[0029] In the related technologies, various IVR platforms launched by mainstream or non-mainstream manufacturers have their own development tools. These development tools are bound to the characteristics of the IVR platform, and the development process and its results can only be used on their own systems. Although VXML is known as the universal international recommendation for IVR (different from the standard), most manufacturers use it where it is advantageous and abandon it where it is not, resulting in numerous VXML development processes, and requiring developers to master the development details of each IVR. All business developers must master the platform's development tools, and the pressure of personnel training is relatively high.

[0030] In addition, when developing business processes, the IVR system uses graphics to represent business processes. Graphics seem intuitive, but simple calculations and logical judgments require a large number of graphic nodes, making the overall process very complex, inefficient, and poorly reusable; and the results of development can only run on its own platform. Therefore, customer business is subject to the IVR platform. If the IVR platform needs to be replaced due to business development or manufacturer reasons, all business processes must be redeveloped and tested, which requires huge investment.

[0031] Therefore, in order to solve the above problems, the present disclosure proposes a service processing method and device.

[0032] The service processing method and device according to the embodiments of the present disclosure are described below with reference to the accompanying drawings.

[0033] Figure 1 It is a flow chart of the service processing method shown in the first embodiment of the present disclosure. It should be noted that the service processing method implemented in the present disclosure can be applied to the IVR service system.

[0034] like Figure 1 As shown, the business processing method may include the following steps:

[0035] Step 101: receiving a call request sent by an IVR platform, and in response to the call request, acquiring call information in the call request.

[0036] As a possible implementation method of the embodiment of the present disclosure, when the IVR platform acts as a passive caller, the IVR platform receives the call (incoming call) from the active caller and sends a call request to the IVR service system, wherein the call request may carry call information, and the call information may include a call identifier (callid), a call channel (channel), a calling number, a called number, a system access code, etc.

[0037] Furthermore, the IVR service system may obtain the call information in the call request in response to the call request.

[0038] Step 102: load a menu configuration file that matches the call information, and read the first menu configuration content in the menu configuration file.

[0039] In order to adapt the business process to various IVR platforms, in the embodiments of the present disclosure, a menu configuration file adapted to various IVR platforms can be pre-set. After the call information in the call request is obtained, the menu configuration file matching the call information can be loaded, and the first menu configuration content in the menu configuration file can be read. The menu configuration file can also be called a menu script file or a menu configuration script file. The first menu configuration content can be the first menu configuration content in the menu configuration file, or it can be the menu configuration content specified in the menu configuration file. The present disclosure does not make any specific limitations.

[0040] Step 103: Perform at least one interactive process according to the first menu configuration content to determine the second menu configuration content from the menu configuration file.

[0041] In order to meet user needs, in an embodiment of the present disclosure, based on the first menu configuration content, at least one interaction process is performed to determine the second menu configuration content from the menu configuration file.

[0042] That is to say, according to the first menu configuration content, the IVR service system and the IVR platform perform at least one interaction to determine the second menu configuration content. According to the second menu configuration content, the service to be executed and the target service script corresponding to the service to be executed can be determined.

[0043] Step 104: call a target service script that matches the second menu configuration content, and execute the target service script to process the service corresponding to the second menu configuration content.

[0044] Furthermore, according to the second menu configuration content, a target service script matching the second menu configuration content may be called and executed, thereby processing the service corresponding to the second menu configuration content.

[0045] In summary, by receiving a call request sent by an IVR platform and responding to the call request, the call information in the call request is obtained; a menu configuration file matching the call information is loaded, and the first menu configuration content in the menu configuration file is read; according to the first menu configuration content, at least one interaction process is performed to determine the second menu configuration content from the menu configuration file; a target business script matching the second menu configuration content is called, and the target business script is executed to process the business corresponding to the second menu configuration content. Thus, the IVR business system loads a menu configuration file matching the call information, and calls and executes a target business script matching the second menu configuration content to process the business corresponding to the second menu configuration content, thereby avoiding directly using the platform's development tools to develop business processes, and using target business scripts to develop business processes. Business scripts do not need to rely on the IVR platform, thereby achieving adaptation of business processes to various IVR platforms, improving flexibility, and eliminating the need for developers to master the development details of each IVR. At the same time, when the IVR platform is replaced, there is no need to redevelop business processes, thereby reducing development costs.

[0046] In order to clearly illustrate how the above embodiment performs at least one interaction process according to the first menu configuration content to determine the second menu configuration content from the menu configuration file, the present disclosure proposes another service processing method, which can be applied to the IVR service system.

[0047] Figure 2 It is a flowchart of a business processing method shown in the second embodiment of the present disclosure.

[0048] like Figure 2 As shown, the business processing method may include the following steps:

[0049] Step 201: receiving a call request sent by an IVR platform, and in response to the call request, obtaining call information in the call request.

[0050] Step 202: load a menu configuration file that matches the call information, and read the first menu configuration content in the menu configuration file.

[0051] Step 203: for a first interaction process of at least one interaction process, use the first menu configuration content as the menu configuration content of the first interaction process.

[0052] In the embodiment of the present disclosure, the first menu configuration content in the menu configuration file is used as the menu configuration content of the first interaction process.

[0053] Step 204: When the menu configuration content of the first interaction process is the first input prompt information, the menu configuration content of the first interaction process is sent to the IVR platform.

[0054] Among them, the first configuration content is used to broadcast the first input prompt information.

[0055] Furthermore, when the menu configuration content of the first interaction process is the first input prompt information, for example, the configuration content of the first interaction process is "Welcome to call xxx, please press 1 for service A, press 2 for service B, press 3 for service C, press 4 for service D, and press # to return", the IVR system sends the menu configuration content of the first interaction process to the IVR platform, and the IVR platform can broadcast the configuration content of the first interaction process.

[0056] Step 205: Receive first target input information sent by the IVR platform.

[0057] The first target input information is input in response to the first input prompt information.

[0058] Furthermore, the first target input information sent by the IVR platform can be received, wherein the first target input information is input in response to the first input prompt information, for example, the first target input information is input by the user when hearing the menu configuration content of the first interaction process broadcast by the IVR platform. The IVR platform can thus collect the information input by the user and use it as the first target input information.

[0059] Step 206: When the first target input information is associated with the first target business, determine whether the first target business has a sub-business.

[0060] Furthermore, it can be determined whether the first target input information has an association relationship with the first target business in the menu configuration content of the first interaction process. If the first target input information has an association relationship with the first target business, it can be further determined whether the first target business has a sub-business. For example, the first target input information is button 1, button 1 has an association relationship with business A in the menu configuration content of the first interaction process, and it can be further determined whether business A has a sub-business. If the first target input information does not have an association relationship with the first target business, the IVR business system can generate corresponding prompt information and send it to the IVR platform to prompt the user to re-enter the first target input information.

[0061] Step 207: When the first target service has sub-services, menu configuration content corresponding to the first target service is read from the menu configuration file and used as menu configuration content for the next interaction process.

[0062] As an example, in the case where the first target service has sub-services, the menu configuration content corresponding to the first target service may be read from the menu configuration file as the menu configuration content of the next interaction process.

[0063] For example, the first target service is service A, which contains three sub-services. The menu configuration content corresponding to service A can be obtained from the menu configuration content as the menu configuration content for the next interaction process. For example, the menu configuration content corresponding to service A is "Press 1 for service A-1, press 2 for service A-2, and press 3 for service A-3".

[0064] As a possible implementation method of the embodiment of the present disclosure, for a non-first interaction process of at least one interaction process, when the menu configuration content of the non-first interaction process is the second input prompt information, the menu configuration content of the non-first interaction process is sent to the IVR platform, and the menu configuration content of the non-first interaction process is used to broadcast the second input prompt information; receiving the second target input information sent by the IVR platform, wherein the second target input information is input in response to the second input prompt information; when the second target input information has an association with the second target business, determining whether the second target business has a sub-business; when the second target business has a sub-business, reading the menu configuration content corresponding to the second target business from the menu configuration file, and using it as the menu configuration content for the next non-first interaction process; when the second target business does not have a sub-business, reading the menu configuration content corresponding to the second target business from the menu configuration file, and using it as the second menu configuration content.

[0065] For example, the first target service A corresponding to the first interaction process includes three sub-services, and the menu configuration content corresponding to service A is "Press 1 for service A-1, press 2 for service A-2, and press 3 for service A-3", which is used as the menu configuration content for the second interaction process, and the menu configuration content for the second interaction process is sent to the IVR platform. The IVR platform can broadcast the menu configuration content for the second interaction process, and receive the second target input information sent by the IVR platform. For example, the second target input information is button 1, and the second target service corresponding to button 1 is A-1. It can be further determined whether service A-1 has sub-services. If service A-1 does not have sub-services, the menu configuration content corresponding to the second target service in the menu configuration file can be directly used as the second menu configuration content. Among them, the menu configuration content corresponding to the second target service may include identification information such as the name of the second target service, ID (Identity document), and the name of the target service script of the second target service.

[0066] When business A-1 has sub-businesses, the menu configuration content corresponding to business A-1 can be used as the menu configuration content for the third interaction process. For example, the menu configuration content corresponding to business A-1 can be "Please press 1 for business A-1-1, press 2 for business A-1-2, press 3 for business A-1-3", and so on, until the second target business corresponding to the subsequent interaction process does not have a sub-business, and the menu configuration content corresponding to the second target business in the menu configuration file is used as the second menu configuration content.

[0067] Step 208: When the first target service has no sub-service, menu configuration content corresponding to the first target service is read from the menu configuration file and used as the second menu configuration content.

[0068] As another example, when the first target business does not have a sub-business, for example, the first target business is business B, and business B does not contain a sub-business, the menu configuration content corresponding to the first target business in the menu configuration file can be directly used as the second menu configuration content. The menu configuration content corresponding to the first target business may include identification information such as the name of the first target business, ID (Identity document), and the name of the target business script corresponding to the first target business. Step 209, call the target business script that matches the second menu configuration content, and execute the target business script to process the business corresponding to the second menu configuration content.

[0069] As a possible implementation method of the embodiment of the present disclosure, a target business script matching the second menu configuration content can be called according to the identification information in the second menu configuration content, and the target business script can be executed to process the business corresponding to the second menu configuration content (such as the first target business).

[0070] In summary, for the first interaction process of at least one interaction process, the first menu configuration content is used as the menu configuration content of the first interaction process; when the menu configuration content of the first interaction process is the first input prompt information, the menu configuration content of the first interaction process is sent to the IVR platform; the first target input information sent by the IVR platform is received; when the first target input information has an association with the first target business, it is determined whether the first target business has a sub-business; when the first target business has a sub-business, the menu configuration content corresponding to the first target business is read from the menu configuration file and used as the menu configuration content for the next interaction process; when the first target business does not have a sub-business, the menu configuration content corresponding to the first target business is read from the menu configuration file and used as the second menu configuration content; the target business script matching the second menu configuration content is called, and the target business script is executed to process the business corresponding to the second menu configuration content. Thus, based on the first menu configuration content, at least one interaction process is executed, and the second menu configuration content can be accurately determined from the menu configuration file.

[0071] In order to clearly explain how the above embodiment calls the target service script matching the second menu configuration content and executes the target service script to process the service corresponding to the second menu configuration content, the present disclosure proposes another service processing method. The service processing method can be applied to an IVR service system.

[0072] Figure 3 It is a flowchart of a business processing method shown in the third embodiment of the present disclosure.

[0073] like Figure 3 As shown, the business processing method may include the following steps:

[0074] Step 301: receiving a call request sent by an IVR platform, and in response to the call request, acquiring call information in the call request.

[0075] Step 302: load a menu configuration file that matches the call information, and read the first menu configuration content in the menu configuration file.

[0076] Step 303: Perform at least one interactive process according to the first menu configuration content to determine the second menu configuration content from the menu configuration file.

[0077] Step 304: Call a target business script that matches the second menu configuration content.

[0078] Step 305: execute multiple business process nodes in the target business script in sequence.

[0079] In the embodiment of the present disclosure, a business script includes multiple business process nodes, and the multiple business process nodes in the target business script can be executed in sequence.

[0080] Step 306: For a non-last business process node among the multiple business process nodes, obtain a first return value of the non-last business process node, and query a third menu configuration content matching the first return value from the menu configuration file.

[0081] In the disclosed embodiment, in the process of sequentially executing multiple business process nodes in the target business script, for a non-last business process node among the multiple business process nodes, the first return value of the non-last business process node can be obtained, and the first return value is the return value obtained by executing the non-last business process node. Further, the third menu configuration content matching the first return value can be queried from the menu configuration file. For example, the return value is 1, and the third menu configuration content matching the return value 1 is "Please enter password".

[0082] Step 307: When the third menu configuration content is the third input prompt information, the third menu configuration content is sent to the IVR platform.

[0083] Among them, the third menu configuration content is used to broadcast the third input prompt information.

[0084] Furthermore, when the third menu configuration content is the third input prompt information, the third menu configuration content can be sent to the IVR platform, and the IVR platform can broadcast the third input prompt information. For example, when the third menu configuration content is "Please enter password", the IVR platform can broadcast "Please enter password".

[0085] Step 308: Receive third target input information sent by the IVR platform.

[0086] The third target input information is input in response to the third input prompt information.

[0087] Furthermore, the IVR platform can collect the user's input information and send the user's input information as the third target input information to the IVR service system. The third target input information is input by the user when hearing the third input prompt information played by the IVR platform.

[0088] Step 309: Execute the next business process node other than the last business process node according to the third target input information to process the business corresponding to the second menu configuration content.

[0089] In the embodiment of the present disclosure, according to the third target input information, the next business process node other than the last business process node is executed to process the business corresponding to the second menu configuration content.

[0090] Among them, it should be noted that before executing the next business process node of the non-last business process node according to the third target input information to process the business corresponding to the second menu configuration content, verify whether the third target input information is abnormal; if the third target input information is abnormal, send fourth input prompt information to the IVR platform, wherein the fourth input prompt information is used to prompt to re-enter the third target input information; receive the third target input information re-sent by the IVR platform, wherein the re-sent third target input information is input in response to the fourth input prompt information.

[0091] That is to say, in order to improve the accuracy of business processing, before executing the next business process node of the non-last business process node according to the third target input information, the third target input information can be verified to determine whether the third target input information is abnormal. If the third target input information is abnormal, the fourth input prompt information is sent to the IVR platform, and the third target input information resent by the IVR platform is received. If the third target input information is not abnormal, the next business process node of the non-last business process node is executed according to the third target input information to process the business corresponding to the second menu configuration content.

[0092] For example, if the third target input information is a user password, the user password can be verified to determine whether the user password is abnormal. If the user password is abnormal, the fourth target input information can be sent to the IVR platform, such as "Please re-enter the password", and the user password re-sent by the IVR platform can be received. It should be noted that when the IVR business system performs multiple verifications on the third target input information and the third target input information is abnormal, the IVR business system can send target indication information to the IVR platform, wherein the target indication information is used to instruct the IVR business system to terminate the interaction with the IVR platform.

[0093] In addition, it should be noted that, for the last business process node among multiple business process nodes, the second return value of the last business process node is obtained, and the fourth menu configuration content that matches the second return value is queried from the menu configuration file, wherein the fourth menu configuration content is used to broadcast the execution result of the business corresponding to the second menu configuration content.

[0094] That is to say, the second return value of the last business process node among multiple business process nodes can be used to indicate the execution result of the business, and the fourth menu configuration content in the menu configuration file that matches the second return value is sent to the IVR platform. The IVR platform can broadcast the execution result of the business corresponding to the fourth menu configuration content. For example, the execution result of the business corresponding to the fourth menu configuration content is "xx card balance is xxx".

[0095] In summary, by sequentially executing multiple business process nodes in the target business script; for a non-last business process node in the multiple business process nodes, obtaining a first return value of the non-last business process node, and querying a third menu configuration content matching the first return value from a menu configuration file; in the case where the third menu configuration content is a third input prompt information, sending the third menu configuration content to the IVR platform, wherein the third menu configuration content is used to broadcast the third input prompt information; receiving the third target input information sent by the IVR platform, wherein the third target input information is input in response to the third input prompt information; according to the third target input information, executing the next business process node of the non-last business process node to process the business corresponding to the second menu configuration content, thereby, multiple business process nodes in the target business script can be accurately executed, thereby effectively processing the business corresponding to the second menu configuration content, and improving the accuracy of business processing.

[0096] In order to clearly explain how the above embodiment calls the target service script matching the second menu configuration content, the present disclosure proposes another service processing method, which can be applied to the IVR service system.

[0097] Figure 4 It is a flowchart of a business processing method shown in the fourth embodiment of the present disclosure.

[0098] like Figure 4 As shown, the business processing method may include the following steps:

[0099] Step 401: receiving a call request sent by an IVR platform, and in response to the call request, obtaining call information in the call request.

[0100] Step 402: load a menu configuration file that matches the call information, and read the first menu configuration content in the menu configuration file.

[0101] Step 403: Perform at least one interactive process according to the first menu configuration content to determine the second menu configuration content from the menu configuration file.

[0102] Step 404: Acquire identification information of the service script to be called from the second menu configuration content.

[0103] In the embodiment of the present disclosure, the second menu configuration content may include identification information of the service script to be called, so that the identification information of the script to be called can be extracted from the second menu configuration content.

[0104] Step 405: Call the target business script from multiple set business scripts according to the identification information.

[0105] Furthermore, a target business script matching the identification information may be called from a plurality of set business scripts.

[0106] Step 406: execute the target service script to process the service corresponding to the second menu configuration content.

[0107] In addition, it should be noted that the IVR system can also receive interaction indication information sent by the IVR platform, wherein the interaction indication information is generated when the set conditions are met, and the interaction indication information is used to instruct the IVR platform to terminate the interaction with the IVR business system; wherein the set conditions include: detecting the status of the call link, the status of the call link is on-hook; and completing the transfer operation.

[0108] That is to say, when the IVR system receives the interaction indication information sent by the IVR platform, it can terminate the interaction with the IVR platform, wherein the interaction indication information is generated by the IVR platform when the set conditions are met, wherein the set conditions include: detecting the state of the call link, the state of the call link is the on-hook state; and the transfer operation is completed. The on-hook state of the call link may include the active caller hanging up, the IVR platform actively hanging up, and the IVR platform hanging up after the transfer.

[0109] In summary, by obtaining the identification information of the business script to be called from the second menu configuration content; calling the target business script from multiple set business scripts according to the identification information, the target business script matching the second menu configuration content can be accurately called.

[0110] In order to implement the above embodiment, the present disclosure proposes another service processing method, which can be applied to an IVR platform.

[0111] Figure 5 It is a flowchart of a business processing method shown in the fifth embodiment of the present disclosure.

[0112] like Figure 5 As shown, the business processing method may include the following steps:

[0113] Step 501: Send a call request to the IVR service system.

[0114] Among them, the call request is used for the IVR service system to respond to the call request and obtain the call information in the call request; load the menu configuration file matching the call information, and read the first menu configuration content in the menu configuration file; according to the first menu configuration content, perform at least one interaction process to determine the second menu configuration content from the menu configuration file; call the target service script matching the second menu configuration content, and execute the target service script to process the service corresponding to the second menu configuration content.

[0115] In summary, by sending a call request to the IVR business system, the IVR business system receives the call request sent by the IVR platform, and responds to the call request to obtain the call information in the call request; loads a menu configuration file matching the call information, and reads the first menu configuration content in the menu configuration file; according to the first menu configuration content, performs at least one interaction process to determine the second menu configuration content from the menu configuration file; calls the target business script matching the second menu configuration content, and executes the target business script to process the business corresponding to the second menu configuration content. As a result, the IVR business system loads a menu configuration file matching the call information, and calls and executes the target business script matching the second menu configuration content to process the business corresponding to the second menu configuration content, avoids directly using the platform's development tools to develop business processes, and uses the target business script to develop business processes, thereby realizing the adaptation of business processes to various IVR platforms, improving flexibility, and eliminating the need for developers to master the development details of each IVR. At the same time, when the IVR platform is replaced, there is no need to redevelop the business process, thereby reducing development costs.

[0116] In any embodiment of the present disclosure, if Figure 6 As shown, the service processing method of the embodiment of the present disclosure can also be implemented based on the following steps:

[0117] 1. When a call comes in, the IVR platform answers the customer's call and obtains call information, such as basic phone information and CTI (Computer Telephony Integration) basic information. Based on the call information, it generates a call request and sends it to the IVR business system. The IVR business system then calls the menu interpreter. If the call is outgoing, the dialing is performed and the call process is determined. After the call is connected, the menu interpreter is called;

[0118] 2. The menu interpreter uses the appropriate menu configuration file (menu script) according to the telephone information (call information), and reads the first menu configuration content in the menu configuration file and interprets the first menu configuration content. Perform corresponding operations according to the functions specified by the first menu configuration content and the corresponding attribute parameters. If the current menu points to a specific service, start the script interpreter, and go to step 4 after starting the script interpretation; if it points to a lower-level menu, then according to the current menu configuration content, broadcast the content of the lower-level menu contained in the current menu, call the menu collection method of the IVR platform, and let the IVR platform collect the menu selected by the customer;

[0119] 3. After obtaining the menu selected by the customer, match the lower-level submenus. After matching the submenus, read the corresponding menu configuration content and continue the processing of step 2;

[0120] 4. After starting the process interpreter, the process interpreter loads the business script specified by the menu business, and the interpreter starts to execute from the first instruction of the script by default. After interpreting the script, if the script does not require platform resources, the instruction is executed directly, and after the execution is completed, the subsequent process is executed; if the platform resources are to be used (such as reading voice, collecting buttons, selecting menus, transferring calls, voice recognition, hanging up calls, sending faxes, etc., which require the use of telephone resources), if customer input is required, the voice of the corresponding method and the required parameters are organized to call the platform input method. After receiving the customer's input, the IVR platform will give the result to the interpreter, and the interpreter will execute the subsequent script according to the result;

[0121] 5. After the business script is executed (which means a business has been completed), according to the result of the process execution and the subsequent processing method specified after the process execution is completed, you can return to the menu interpreter (step 6) or execute other processes (step 7);

[0122] 6. After returning to the menu explanation, according to the results of the process execution, different execution methods for different results will be configured in the menu nodes, and enter the corresponding execution steps;

[0123] 7. When executing other processes, the script interpreter loads the corresponding process script and repeats step 4.

[0124] In order to implement the above embodiments, the present disclosure proposes a business processing system.

[0125] Figure 7 It is a structural diagram of a business processing system shown in the sixth embodiment of the present disclosure.

[0126] like Figure 7 As shown, the business processing system 700 may include: an IVR business system 710 and an IVR platform 720 .

[0127] Among them, the IVR service system 710 is used to implement the present disclosure Figures 1 to 4 Embodiment business processing method; IVR platform 720, used to implement the present disclosure Figure 5 The business processing method described in the embodiment.

[0128] In order to implement the above embodiment, the present disclosure provides a service processing device which can be applied to an IVR service system.

[0129] The service processing system of the disclosed embodiment, the IVR service system can realize the above Figures 1 to 4 The service processing method described in the embodiment; IVR platform is used to implement the present disclosure Figure 5The business processing method described in the embodiment, whereby the IVR business system processes the business corresponding to the second menu configuration content by loading a menu configuration file matching the call information, and calling and executing a target business script matching the second menu configuration content, avoiding directly using the platform's development tools to develop business processes, and using target business scripts to develop business processes, thereby achieving adaptation of business processes to various IVR platforms, improving flexibility, and eliminating the need for developers to master the development details of each IVR. At the same time, when the IVR platform is replaced, there is no need to redevelop the business process, thereby reducing development costs.

[0130] With the above Figures 1 to 4 Corresponding to the service processing method provided in the embodiment, the present disclosure also provides a service processing device. Figures 1 to 4 The business processing method provided in the embodiment corresponds to the business processing method, so the implementation method of the business processing method is also applicable to the business processing device provided in the embodiment of the present disclosure, and will not be described in detail in the embodiment of the present disclosure.

[0131] Figure 8 FIG. 1 is a schematic diagram of the structure of a service processing device according to the seventh embodiment of the present disclosure. The service processing device can be applied to an IVR service system.

[0132] like Figure 8 As shown, the business processing device 800 includes: a receiving module 810, a loading module 820, an interaction module 830 and a calling module 840.

[0133] Among them, the receiving module 810 is used to receive a call request sent by the IVR platform, and in response to the call request, obtain the call information in the call request; the loading module 820 is used to load a menu configuration file matching the call information, and read the first menu configuration content in the menu configuration file; the interaction module 830 is used to perform at least one interaction process according to the first menu configuration content to determine the second menu configuration content from the menu configuration file; the calling module 840 is used to call the target business script matching the second menu configuration content, and execute the target business script to process the business corresponding to the second menu configuration content.

[0134] As a possible implementation method of the embodiment of the present disclosure, the interaction module 830 is specifically used to: for the first interaction process of at least one interaction process, use the first menu configuration content as the menu configuration content of the first interaction process; when the menu configuration content of the first interaction process is the first input prompt information, send the menu configuration content of the first interaction process to the IVR platform, wherein the menu configuration content of the first interaction process is used to broadcast the first input prompt information; when the first target input information has an association with the first target business, determine whether the first target business has a sub-business; when the first target business has a sub-business, read the menu configuration content corresponding to the first target business from the menu configuration file and use it as the menu configuration content for the next interaction process; when the first target business does not have a sub-business, read the menu configuration content corresponding to the first target business from the menu configuration file and use it as the second menu configuration content.

[0135] As a possible implementation method of the embodiment of the present disclosure, the interaction module 830 is specifically used to: for a non-first interaction process of at least one interaction process, when the menu configuration content of the non-first interaction process is the second input prompt information, send the menu configuration content of the non-first interaction process to the IVR platform, and the menu configuration content of the non-first interaction process is used to broadcast the second input prompt information; receive second target input information sent by the IVR platform, wherein the second target input information is input in response to the second input prompt information; when the second target input information has an association with the second target business, determine whether the second target business has a sub-business; when the second target business has a sub-business, read the menu configuration content corresponding to the second target business from the menu configuration file, and use it as the menu configuration content for the next non-first interaction process; when the second target business does not have a sub-business, read the menu configuration content corresponding to the second target business from the menu configuration file, and use it as the second menu configuration content.

[0136] As a possible implementation method of the embodiment of the present disclosure, the business script includes multiple business process nodes, and the calling module 840 is specifically used to: execute multiple business process nodes in the target business script in sequence; for a non-last business process node in the multiple business process nodes, obtain a first return value of the non-last business process node, and query the third menu configuration content matching the first return value from the menu configuration file; when the third menu configuration content is a third input prompt information, send the third menu configuration content to the IVR platform, wherein the third menu configuration content is used to broadcast the third input prompt information; receive the third target input information sent by the IVR platform, wherein the third target input information is input in response to the third input prompt information; and according to the third target input information, execute the next business process node of the non-last business process node to process the business corresponding to the second menu configuration content.

[0137] As a possible implementation method of the embodiment of the present disclosure, calling module 840 is specifically used to: obtain the second return value of the last business process node among multiple business process nodes; query the fourth menu configuration content that matches the second return value from the menu configuration file, wherein the fourth menu configuration content is used to broadcast the execution result of the business corresponding to the second menu configuration content.

[0138] As a possible implementation manner of the embodiment of the present disclosure, the service processing device 800 further includes: a verification module and a sending module.

[0139] Among them, the verification module is used to verify whether the third target input information is abnormal; the sending module is used to send the fourth input prompt information to the IVR platform when the third target input information is abnormal, wherein the fourth input prompt information is used to prompt to re-enter the third target input information; the receiving module is also used to receive the third target input information re-sent by the IVR platform, wherein the re-sent third target input information is input in response to the fourth input prompt information.

[0140] As a possible implementation manner of the embodiment of the present disclosure, the calling module 840 is specifically used to: obtain identification information of the business script to be called from the second menu configuration content; and call the target business script from multiple set business scripts according to the identification information.

[0141] As a possible implementation method of the embodiment of the present disclosure, the receiving module is also used to receive interaction indication information sent by the IVR platform, wherein the interaction indication information is generated when a set condition is met, and the interaction indication information is used to instruct the IVR platform and the IVR business system to terminate the interaction; wherein the set condition includes: detecting the state of the call link, the state of the call link is the on-hook state; and completing the transfer operation.

[0142] The business processing device of the embodiment of the present disclosure receives a call request sent by an IVR platform, and in response to the call request, obtains call information in the call request; loads a menu configuration file matching the call information, and reads the first menu configuration content in the menu configuration file; performs at least one interaction process according to the first menu configuration content to determine the second menu configuration content from the menu configuration file; calls a target business script matching the second menu configuration content, and executes the target business script to process the business corresponding to the second menu configuration content. Thus, the IVR business system loads a menu configuration file matching the call information, and calls and executes a target business script matching the second menu configuration content to process the business corresponding to the second menu configuration content, avoids directly using the platform's development tools to develop business processes, and uses the target business script to develop business processes, thereby achieving adaptation of business processes to various IVR platforms, improving flexibility, and eliminating the need for developers to master the development details of each IVR. At the same time, when the IVR platform is replaced, there is no need to redevelop the business process, thereby reducing development costs.

[0143] With the above Figure 5 Corresponding to the service processing method provided in the embodiment, the present disclosure also provides a service processing device. Figure 5 The business processing method provided in the embodiment corresponds to the business processing method, so the implementation method of the business processing method is also applicable to the business processing device provided in the embodiment of the present disclosure, and will not be described in detail in the embodiment of the present disclosure.

[0144] Fig. 9 1 is a schematic diagram of the structure of a service processing device according to the eighth embodiment of the present disclosure. The service processing device can be applied to an IVR platform.

[0145] like Fig. 9 As shown, the service processing device includes: a sending module 910.

[0146] Among them, the sending module 910 is used to send a call request to the IVR business system; wherein the call request is used for the IVR business system to respond to the call request and obtain the call information in the call request; load a menu configuration file matching the call information, and read the first menu configuration content in the menu configuration file; according to the first menu configuration content, perform at least one interaction process to determine the second menu configuration content from the menu configuration file; call the target business script matching the second menu configuration content, and execute the target business script to process the business corresponding to the second menu configuration content.

[0147] The business processing device of the embodiment of the present disclosure sends a call request to the IVR business system, and the IVR business system receives the call request sent by the IVR platform, and in response to the call request, obtains the call information in the call request; loads a menu configuration file matching the call information, and reads the first menu configuration content in the menu configuration file; performs at least one interaction process according to the first menu configuration content to determine the second menu configuration content from the menu configuration file; calls the target business script matching the second menu configuration content, and executes the target business script to process the business corresponding to the second menu configuration content. Thus, the IVR business system loads the menu configuration file matching the call information, and calls and executes the target business script matching the second menu configuration content to process the business corresponding to the second menu configuration content, avoids directly using the platform's development tools to develop business processes, uses the target business script to develop business processes, realizes the adaptation of business processes to various IVR platforms, improves flexibility, and does not require developers to master the development details of each IVR. At the same time, when the IVR platform is replaced, there is no need to redevelop the business process, which reduces the development cost.

[0148] In an exemplary embodiment, an electronic device is also provided.

[0149] Among them, electronic equipment includes:

[0150] processor;

[0151] a memory for storing processor-executable instructions;

[0152] The processor is configured to execute instructions to implement the service processing method proposed in any of the above embodiments. Fig.10 is a schematic diagram of the structure of an electronic device 1000 shown in an exemplary embodiment of the present disclosure, such as Fig.10 As shown, the electronic device 1000 may further include:

[0153] The memory 1010 and the processor 1020, the bus 1030 connecting different components (including the memory 1010 and the processor 1020), the memory 1010 stores a computer program, and when the processor 1020 executes the program, the business processing method described in the embodiment of the present disclosure is implemented.

[0154] Bus 1030 represents one or more of several types of bus structures, including a memory bus or memory controller, a peripheral bus, an accelerated graphics port, a processor or a local bus using any of a variety of bus architectures. For example, these architectures include but are not limited to Industry Standard Architecture (ISA) bus, Micro Channel Architecture (MAC) bus, Enhanced ISA bus, Video Electronics Standards Association (VESA) local bus and Peripheral Component Interconnect (PCI) bus.

[0155] The electronic device 1000 typically includes a variety of electronic device readable media. These media can be any available media that can be accessed by the electronic device 1000, including volatile and non-volatile media, removable and non-removable media.

[0156] The memory 1010 may also include computer system readable media in the form of volatile memory, such as random access memory (RAM) 1040 and / or cache memory 1050. The server 1000 may further include other removable / non-removable, volatile / non-volatile computer system storage media. By way of example only, the storage system 1060 may be used to read and write non-removable, non-volatile magnetic media ( Fig.10 not shown, usually called a "hard drive"). Although Fig.10 Not shown in the figure, a disk drive for reading and writing to a removable non-volatile disk (e.g., a "floppy disk"), and an optical disk drive for reading and writing to a removable non-volatile optical disk (e.g., a CD-ROM, a DVD-ROM, or other optical media) may be provided. In these cases, each drive may be connected to the bus 1030 via one or more data medium interfaces. The memory 1010 may include at least one program product having a set (e.g., at least one) of program modules that are configured to perform the functions of the various embodiments of the present disclosure.

[0157] A program / utility 1080 having a set (at least one) of program modules 1070 may be stored, for example, in the memory 1010, such program modules 1070 including but not limited to an operating system, one or more application programs, other program modules, and program data, each of which or some combination may include an implementation of a network environment. The program modules 1070 generally perform the functions and / or methods of the embodiments described in the present disclosure.

[0158] The electronic device 1000 may also communicate with one or more external devices 1090 (e.g., keyboard, pointing device, display 1091, etc.), may also communicate with one or more devices that enable a user to interact with the electronic device 1000, and / or communicate with any device that enables the electronic device 1300 to communicate with one or more other computing devices (e.g., network card, modem, etc.). Such communication may be performed through an input / output (I / O) interface 1092. In addition, the electronic device 1000 may also communicate with one or more networks (e.g., local area network (LAN), wide area network (WAN) and / or public network, such as the Internet) through a network adapter 1093. As shown, the network adapter 1093 communicates with other modules of the electronic device 1000 through the bus 1030. It should be understood that, although not shown in the figure, other hardware and / or software modules may be used in conjunction with the electronic device 1000, including but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID systems, tape drives, and data backup storage systems.

[0159] The processor 1020 executes various functional applications and data processing by running the programs stored in the memory 1010 .

[0160] It should be noted that the implementation process and technical principles of the electronic device of this embodiment refer to the aforementioned explanation of the business processing method of the embodiment of the present disclosure, and will not be repeated here.

[0161] In an exemplary embodiment, a computer-readable storage medium including instructions is also provided, such as a memory including instructions, and the above instructions can be executed by a processor of an electronic device to complete the service processing method proposed in any of the above embodiments. Optionally, the computer-readable storage medium can be a ROM, a random access memory (RAM), a CD-ROM, a magnetic tape, a floppy disk, an optical data storage device, etc.

[0162] In an exemplary embodiment, a computer program product is also provided, including a computer program / instruction, characterized in that when the computer program / instruction is executed by a processor, the business processing method proposed in any of the above embodiments is implemented.

[0163] Those skilled in the art will readily appreciate other embodiments of the present disclosure after considering the specification and practicing the invention disclosed herein. The present disclosure is intended to cover any variations, uses or adaptations of the present disclosure that follow the general principles of the present disclosure and include common knowledge or customary techniques in the art that are not disclosed in the present disclosure. The description and examples are to be considered exemplary only, and the true scope and spirit of the present disclosure are indicated by the following claims.

[0164] It should be understood that the present disclosure is not limited to the exact structures that have been described above and shown in the drawings, and that various modifications and changes may be made without departing from the scope thereof. The scope of the present disclosure is limited only by the appended claims.

Claims

1. A business processing method, characterized in that: Applied to IVR business systems, including: Receiving a call request sent by the IVR platform, and in response to the call request, acquiring call information in the call request; Loading a menu configuration file matching the call information, and reading a first menu configuration content in the menu configuration file; According to the first menu configuration content, performing at least one interactive process to determine the second menu configuration content from the menu configuration file; Calling a target service script that matches the second menu configuration content, and executing the target service script to process the service corresponding to the second menu configuration content, avoiding directly using the platform development tool to develop the service process, and using the target service script to develop the service process, so that the service process is adapted to various IVR platforms; The business script includes a plurality of business process nodes, and executing the target business script to process the business corresponding to the second menu configuration content includes: Execute multiple business process nodes in the target business script in sequence; For a non-last business process node among the multiple business process nodes, obtaining a first return value of the non-last business process node, and querying a third menu configuration content matching the first return value from the menu configuration file, wherein the first return value is a return value obtained by executing the non-last business process node; In the case where the third menu configuration content is third input prompt information, sending the third menu configuration content to the IVR platform, wherein the third menu configuration content is used to broadcast the third input prompt information; receiving third target input information sent by the IVR platform, wherein the third target input information is input in response to the third input prompt information; According to the third target input information, executing the next business process node of the non-last business process node to process the business corresponding to the second menu configuration content; For a last business process node among the multiple business process nodes, obtaining a second return value of the last business process node; Querying the menu configuration file for a fourth menu configuration content that matches the second return value, wherein the fourth menu configuration content is used to broadcast an execution result of the service corresponding to the second menu configuration content; The performing at least one interactive process according to the first menu configuration content to determine the second menu configuration content from the menu configuration file includes: For a first interaction process of at least one interaction process, using the first menu configuration content as the menu configuration content of the first interaction process; In a case where the menu configuration content of the first interaction process is the first input prompt information, sending the menu configuration content of the first interaction process to the IVR platform, wherein the menu configuration content of the first interaction process is used to broadcast the first input prompt information; Receiving first target input information sent by the IVR platform, wherein the first target input information is input in response to the first input prompt information; Determining whether the first target input information has an association relationship with the first target business in the menu configuration content of the first interaction process; In the case where the first target input information has no association relationship with the first target service, the IVR service system may generate corresponding prompt information and send it to the IVR platform to prompt the user to re-enter the first target input information.

2. The method according to claim 1, characterized in that The method further comprises: In the case where the first target input information has an association relationship with the first target business, determining whether the first target business has a sub-business; In the case where the first target service has a sub-service, reading menu configuration content corresponding to the first target service from the menu configuration file and using it as menu configuration content for the next interaction process; In the case that the first target service has no sub-service, the menu configuration content corresponding to the first target service is read from the menu configuration file and used as the second menu configuration content.

3. The method according to claim 2, characterized in that The method further comprises: For a non-first interaction process of at least one interaction process, when the menu configuration content of the non-first interaction process is the second input prompt information, the menu configuration content of the non-first interaction process is sent to the IVR platform, and the menu configuration content of the non-first interaction process is used to broadcast the second input prompt information; receiving second target input information sent by the IVR platform, wherein the second target input information is input in response to the second input prompt information; In the case where the second target input information has an association relationship with the second target business, determining whether the second target business has a sub-business; In the case where the second target service has a sub-service, reading menu configuration content corresponding to the second target service from the menu configuration file and using it as menu configuration content for the next non-first interaction process; In the case that the second target service has no sub-service, the menu configuration content corresponding to the second target service is read from the menu configuration file and used as the second menu configuration content.

4. The method according to claim 1, characterized in that Before executing the next business process node of the non-last business process node according to the third target input information to process the business corresponding to the second menu configuration content, the method further includes: Verifying whether the third target input information is abnormal; In the case where the third target input information is abnormal, sending fourth input prompt information to the IVR platform, wherein the fourth input prompt information is used to prompt the user to re-enter the third target input information; The third target input information resent by the IVR platform is received, wherein the resent third target input information is input in response to the fourth input prompt information.

5. The method according to claim 1, characterized in that: The calling of a target service script matching the second menu configuration content includes: Acquire identification information of the service script to be called from the second menu configuration content; The target business script is called from a plurality of set business scripts according to the identification information.

6. The method according to any one of claims 1 to 5, characterized in that The method further comprises: Receiving interaction indication information sent by the IVR platform, wherein the interaction indication information is generated when a set condition is met, and the interaction indication information is used to instruct the IVR platform to terminate the interaction with the IVR service system; The setting conditions include: Detecting a state of a call link, where the state of the call link is an on-hook state; The transfer operation is completed.

7. A business processing method, characterized in that: Applied to IVR platforms, including: Send a call request to an IVR service system; wherein the call request is used by the IVR service system to respond to the call request and obtain call information in the call request; load a menu configuration file matching the call information and read the first menu configuration content in the menu configuration file; perform at least one interactive process according to the first menu configuration content to determine the second menu configuration content from the menu configuration file; call a target service script matching the second menu configuration content and execute the target service script to process the service corresponding to the second menu configuration content, avoid directly using the platform development tool to develop the service process, and use the target service script to develop the service process so that the service process is compatible with various IVR platforms; The business script includes a plurality of business process nodes, and executing the target business script to process the business corresponding to the second menu configuration content includes: Execute multiple business process nodes in the target business script in sequence; For a non-last business process node among the multiple business process nodes, obtaining a first return value of the non-last business process node, and querying a third menu configuration content matching the first return value from the menu configuration file, wherein the first return value is a return value obtained by executing the non-last business process node; In the case where the third menu configuration content is third input prompt information, sending the third menu configuration content to the IVR platform, wherein the third menu configuration content is used to broadcast the third input prompt information; receiving third target input information sent by the IVR platform, wherein the third target input information is input in response to the third input prompt information; According to the third target input information, executing the next business process node of the non-last business process node to process the business corresponding to the second menu configuration content; For a last business process node among the multiple business process nodes, obtaining a second return value of the last business process node; Querying the menu configuration file for a fourth menu configuration content that matches the second return value, wherein the fourth menu configuration content is used to broadcast an execution result of the service corresponding to the second menu configuration content; The performing at least one interactive process according to the first menu configuration content to determine the second menu configuration content from the menu configuration file includes: For a first interaction process of at least one interaction process, using the first menu configuration content as the menu configuration content of the first interaction process; In a case where the menu configuration content of the first interaction process is the first input prompt information, sending the menu configuration content of the first interaction process to the IVR platform, wherein the menu configuration content of the first interaction process is used to broadcast the first input prompt information; Receiving first target input information sent by the IVR platform, wherein the first target input information is input in response to the first input prompt information; Determining whether the first target input information has an association relationship with the first target business in the menu configuration content of the first interaction process; In the case where the first target input information has no association relationship with the first target service, the IVR service system may generate corresponding prompt information and send it to the IVR platform to prompt the user to re-enter the first target input information.

8. A service processing device, characterized in that: Applied to IVR business systems, including: A receiving module, used to receive a call request sent by the IVR platform, and in response to the call request, obtain call information in the call request; A loading module, used to load a menu configuration file matching the call information and read the first menu configuration content in the menu configuration file; An interaction module, configured to perform at least one interaction process according to the first menu configuration content, so as to determine the second menu configuration content from the menu configuration file; A calling module, used to call a target service script matching the second menu configuration content, and execute the target service script to process the service corresponding to the second menu configuration content, avoid directly using the platform development tool to develop the service process, and use the target service script to develop the service process, so that the service process is adapted to various IVR platforms; The business script includes a plurality of business process nodes, and executing the target business script to process the business corresponding to the second menu configuration content includes: Execute multiple business process nodes in the target business script in sequence; For a non-last business process node among the multiple business process nodes, obtaining a first return value of the non-last business process node, and querying a third menu configuration content matching the first return value from the menu configuration file, wherein the first return value is a return value obtained by executing the non-last business process node; In the case where the third menu configuration content is third input prompt information, sending the third menu configuration content to the IVR platform, wherein the third menu configuration content is used to broadcast the third input prompt information; receiving third target input information sent by the IVR platform, wherein the third target input information is input in response to the third input prompt information; According to the third target input information, executing the next business process node of the non-last business process node to process the business corresponding to the second menu configuration content; For a last business process node among the multiple business process nodes, obtaining a second return value of the last business process node; Querying the menu configuration file for a fourth menu configuration content that matches the second return value, wherein the fourth menu configuration content is used to broadcast an execution result of the service corresponding to the second menu configuration content; The performing at least one interactive process according to the first menu configuration content to determine the second menu configuration content from the menu configuration file includes: For a first interaction process of at least one interaction process, using the first menu configuration content as the menu configuration content of the first interaction process; In a case where the menu configuration content of the first interaction process is the first input prompt information, sending the menu configuration content of the first interaction process to the IVR platform, wherein the menu configuration content of the first interaction process is used to broadcast the first input prompt information; Receiving first target input information sent by the IVR platform, wherein the first target input information is input in response to the first input prompt information; Determining whether the first target input information has an association relationship with the first target business in the menu configuration content of the first interaction process; In the case where the first target input information has no association relationship with the first target service, the IVR service system may generate corresponding prompt information and send it to the IVR platform to prompt the user to re-enter the first target input information.

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