Interactive system combining automatic voice and visual feedback mechanism and interactive method thereof

Abstract

The invention provides an interactive system combining automatic voice and visual feedback mechanisms. The interactive system comprises a first terminal device, a telecommunication server, a data management server, a data distribution server, a second terminal device and a picture content management server. The first terminal device and the telecommunication server transmit information to each other through a public switched telephone network, the first terminal device transmits input information to the telecommunication server and obtains voice feedback information from the telecommunication server, and the telecommunication server converts the input information into processing information and transmits the processing information to the data management server. The data management server transmits the forwarding information to the data distribution server through the network according to the processing information, the data distribution server transmits the control information to the second terminal device according to the content of the forwarding information, and the second terminal device transmits the request information to the picture content management server according to the forwarding information; therefore, picture feedback information returned by the picture content management server is obtained. Therefore, the user can be guided by voice, vision and the like at the same time, and the user is helped to make choices.

Description

Technical Field

[0001] The present application relates to an interactive system, and more particularly to an interactive system and an interactive method that simultaneously combine automatic voice and visual feedback mechanisms, so that when a user operates a first terminal device and listens to a voice message from the first terminal device, the user can also view image data that matches the aforementioned voice message on a second terminal device and the interactive system and the interactive method. Background Art

[0002] Interactive Voice Response (IVR), also known as an automatic voice response system, allows users to interact with the operator's dedicated telecommunications host over the phone. When a user dials the dedicated telecommunications host and enters the IVR system, the IVR system can play a series of pre-recorded voice content. The user can press buttons on the phone as a response according to the voice guidance heard, and then obtain the required information or complete specific operations (for example, credit card activation).

[0003] As mentioned above, the related technologies of IVR system have been applied to many industries. For example, many banks and service providers use IVR system to provide 24-hour customer service. Users can check account balance, pay bills, transfer money or other operations at any time. Alternatively, airlines, travel agencies and medical institutions also use IVR system to allow users to check flight information, book tickets, confirm appointment time, etc. It can be seen that IVR system has many advantages. The most significant advantage is that IVR system greatly improves the efficiency and availability of services. Through automated processes, operators can provide services to users anytime and anywhere without manual intervention. In this case, it not only saves human resources, but also ensures the accuracy and real-time nature of information, and can reduce the waiting time of users to improve customer satisfaction.

[0004] However, despite the obvious advantages of IVR systems in providing diversified and efficient services, they still have some shortcomings, especially for certain specific user groups. In fact, for the elderly or users with poor hearing, IVR systems that rely entirely on voice may not be very friendly. Pre-recorded voice data may be distorted or unclear during transmission, making it difficult for the aforementioned users to understand the voice content and follow the voice guidance. For the elderly, sometimes they may miss important instructions due to improper operation or slow response. The above situations may cause confusion to users and affect their user experience. In addition, most IVR systems have specific response time limits. If the user fails to make a choice or respond within the limited time, the IVR system may automatically end the call. This situation will undoubtedly bring pressure to elderly users who need more time to process information or make decisions, making them feel inconvenient and unhappy when using the IVR system.

[0005] To this end, the industry and research institutions have begun to look for solutions. Some operators have adopted methods such as optimizing voice quality, providing adjustable playback speed, and adjusting response time according to user needs, hoping to improve user experience. However, for the elderly and users with poor hearing, when voice guidance cannot play its role, they generally choose to transfer to manual customer service. Under the premise that operators reduce human resources due to IVR systems, the above-mentioned users may need to spend more time waiting for manual customer service, resulting in a decrease in user experience and satisfaction. Therefore, how to effectively solve the above-mentioned problems is an important topic of this application. Summary of the invention

[0006] In view of the fact that the existing IVR system can only provide voice guidance function, which is obviously not friendly enough for some users, the inventor has adhered to the spirit of continuous improvement in research. After a long period of hard research and experiments, he finally developed an interactive system and its interactive method that combines automatic voice mechanism and visual feedback mechanism in the present application, so as to provide multiple auditory and visual guidance at the same time, ensuring that most users can clearly understand the guidance information, reduce misunderstandings, and help users make correct choices.

[0007] One object of the present application is to provide an interactive system combining automatic voice and visual feedback mechanisms, characterized in that the interactive system includes a first terminal device, a telecommunication server, a data management server, a data distribution server, a second terminal device, and a screen content management server. The first terminal device can be connected to a public telephone exchange network, and is provided with a user input interface, and the user input interface can generate an input information according to a user's operation, and the input information at least includes an input data. The telecommunication server receives the input information transmitted by the first terminal device through the public telephone exchange network, and generates a corresponding processing information according to the input information. The processing information at least includes a first identifier representing the first terminal device and an interactive data corresponding to the input data. The telecommunication server can also be connected to a voice database, and can obtain at least one pre-recorded voice segment data from the voice database according to the content of the input information to generate a voice feedback information, and transmit the voice feedback information back to the first terminal device through the public telephone exchange network. The data management server is connected to the telecommunication server to receive the processing information transmitted by the telecommunication server. The data management server can also be connected to a user database, and can search for a corresponding user data from the user database according to the first identifier of the processing information, and generate a forwarding message. Wherein, the forwarding message at least includes the user data and the interactive data. The data dispatch server is connected to the data management server through a network to receive the forwarding message sent by the data management server, and can generate a control message according to the user data in the forwarding message, and the control message at least includes the interactive data. The second terminal device receives the control message sent by the data dispatch server through the network. The second terminal device can generate a request message, and the request message at least includes a second identifier and the interactive data. The screen content management server receives the request message sent by the second terminal device through the network, and the screen content management server is also connected to a screen database, and can obtain at least one default screen data from the screen database according to the interactive data in the request message to generate a screen feedback message, and transmit the screen feedback message back to the second terminal device through the network.

[0008] Optionally, the interactive system further comprises a voice editing tool, which is used to edit each of the pre-recorded voice segment data in the voice database, and the corresponding input data required for each of the pre-recorded voice segment data.

[0009] Optionally, the interactive system further comprises a screen editing tool, and the screen editing tool is used to edit each of the default screen data in the screen database, and the interactive data required to correspond to each of the default screen data.

[0010] Optionally, the first terminal device and the second terminal device are the same device.

[0011] Optionally, the voice database is located in the telecommunication server.

[0012] Optionally, the telecommunication server is equipped with a speech recognition module.

[0013] Optionally, the picture database is located in the picture content management server.

[0014] Another object of the present application is to provide an interactive method for an interactive system combining automatic voice and visual feedback mechanisms, the interactive method being applied to an interactive system, the interactive system comprising a first terminal device, a telecommunication server, a data management server, a data dispatch server, a second terminal device and a screen content management server. After the first terminal device establishes a call with the telecommunication server, the interactive method causes the telecommunication server, the data management server, the data dispatch server and the screen content management server to perform the following steps: the telecommunication server receives an input message from the first terminal device through a public telephone exchange network, and generates a corresponding processing message according to the input message, wherein the processing message at least includes a first identifier and an interactive data; the telecommunication server obtains at least one corresponding pre-recorded voice segment data from a voice database according to the processing message to generate a voice feedback message, and transmits the voice feedback message back to the first terminal device through the public telephone exchange network, and the telecommunication server also transmits the processing message to the data management server through a network; after the data management server receives the processing message from the telecommunication server, it generates a corresponding processing message according to the first identifier of the processing message from a user The data management server searches for a corresponding user data in a user database, generates a forwarding message, and transmits the forwarding message to the data dispatch server through the network, wherein the forwarding message at least includes a user data and the interactive data; after the data dispatch server receives the forwarding message from the data management server, it generates a control message according to the user data in the forwarding message, and the control message at least includes the interactive data, and the data dispatch server transmits the control message to a corresponding second terminal device through the network, and the second terminal device can generate a request message according to the control message; after the screen content management server receives the request message from the second terminal device through the network, it can obtain at least one default screen data from the screen database according to the interactive data in the request message to generate a screen feedback message, and transmit the screen feedback message back to the second terminal device through the network.

[0015] Optionally, the first identifier is used to correspond to the first terminal device, the interactive data is used to correspond to an input data in the processing information, and the input data is generated by the first terminal device after being operated by a user.

[0016] Optionally, the first terminal device and the second terminal device are the same device.

[0017] Optionally, when the data management server cannot search for corresponding user data from the user database according to the first identifier of the processing information, the data management server stops generating and transmitting the forwarding information.

[0018] In order to further explain the purpose, technical features and effects of the present application, a specific implementation method is given with the accompanying drawings and described in detail as follows. However, the drawings provided are only for reference and explanation and are not used to limit the present application. BRIEF DESCRIPTION OF THE DRAWINGS

[0019] Figure 1 It is a schematic diagram of the system architecture of the interactive system of the present application;

[0020] Figure 2 is a timing diagram of the interactive method of the present application;

[0021] Figure 3 is a schematic diagram of a screen of a second terminal device of the present application;

[0022] Figure 4 is another screen diagram of the second terminal device of the present application; and

[0023] Figure 5 This is another screen diagram of the second terminal device of the present application. DETAILED DESCRIPTION

[0024] In order to make the purpose, technical solutions and advantages of the present application clearer, the following is a further detailed description of the implementation method of the "interactive system and interactive method combining automatic voice and visual feedback mechanism" disclosed in the present application with reference to the accompanying drawings. Those skilled in the art can understand the advantages and effects of the present application from the contents disclosed in this specification. The present application can be implemented or applied through other different specific embodiments, and the details in this specification can also be modified and changed in various ways based on different viewpoints and applications without departing from the concept of the present application. In addition, it is stated in advance that the drawings of the present application are only simple schematic illustrations, not depictions based on actual dimensions. Although this article can provide demonstrations of parameters containing specific values, it should be understood that the parameters do not need to be exactly equal to the corresponding values, but can be approximated to the corresponding values ​​within an acceptable error tolerance or design constraint. In addition, unless the context clearly indicates or defines otherwise, the meaning of "one", "the" and "said" in this application includes the plural.

[0025] It should be understood that although the terms first, second, etc. may be used herein to describe various components or signals, each of the components or signals should not be limited by the aforementioned terms, which are mainly used to distinguish one component from another component or one signal from another signal. Furthermore, the directional terms mentioned in the subsequent embodiments, such as "up", "down", "front", "back", "left", "right", etc., are only referenced to the directions of the accompanying drawings. Therefore, the directional terms used are used to illustrate and are not used to limit the scope of protection of this application. In addition, the term "or" used herein may include any one or more combinations of the associated listed items depending on the actual situation.

[0026] Furthermore, the terms "substantially" or "approximately" as used in this document may refer to a numerical value or an average value of multiple numerical values ​​within a deviation range for a specific value that can be recognized or determined by those skilled in the art, including certain specific errors that may arise when measuring the specific value due to limitations of the measurement system or equipment. For example, the numerical value referred to substantially may include ±5%, ±3%, ±1%, ±0.5%, ±0.1% or one or more standard deviation ranges of the specific value.

[0027] This application is an interactive system and interactive method that combines automatic speech and visual feedback mechanisms. Please refer to Figure 1 As shown, the interactive system T is composed of an automatic voice system 1 and a visual feedback system 2, wherein the automatic voice system 1 has an automatic voice mechanism to provide user voice feedback, and the visual feedback system 2 has a visual feedback mechanism to provide user visual feedback. In addition, the automatic voice system 1 can be an interactive voice response (IVR) system, where the user can dial the designated telephone number of the operator to enter the exclusive telecommunications host of the operator, and the user can enter a specific key to listen to the pre-recorded voice content and obtain the required data. Since the IVR system is a mature technology, only the necessary technical means related to the present application will be described later, but any system with IVR-related technology can be regarded as the automatic voice system 1 of the present application, which is stated in advance.

[0028] Please refer to Figure 1As shown, the automatic voice system 1 includes a first terminal device 11 and a telecommunication server 13, wherein the first terminal device 11 can be a fixed-line telephone or a mobile communication device (such as a mobile phone, a smart phone, etc.), which can be directly or indirectly connected to a public switched telephone network (PSTN) 10 to exchange data (call data) with the telecommunication server 13. It is particularly mentioned here that the mobile communication device can first establish a wireless connection between the mobile communication device and the local telecommunication tower through a mobile communication network (such as 4G or 5G), and then the mobile communication device and the telecommunication server 13 still exchange data through the public switched telephone network 10.

[0029] Please refer to Figure 1 As shown, the first terminal device 11 is provided with a user input interface 111 (such as a physical button, a touch screen, a microphone, etc.), and the first terminal device 11 can generate an input message according to the result of the user operating the user input interface 111, and transmit the input message to the telecommunication server 13. When the first terminal device 11 has not established a call with the telecommunication server 13, the input message is a call request, which includes a first identifier (such as a telephone number) and an input data, and the input data can be blank. In some embodiments, the call request can only have the first identifier (such as a telephone number), which is equivalent to the input data being blank in the above case; and when the first terminal device 11 has established a call with the telecommunication server 13, according to the specific form of the first terminal device 11 (such as a fixed-line telephone) and the use technology, the input message can only have input data (such as key data).

[0030] Please refer to the above Figure 1As shown, the first identifier is used to identify the call partner to ensure that the first terminal device 11 and the telecommunication server 13 establish a correct call, and the telecommunication server 13 can transmit the call data (such as voice content) to the corresponding first terminal device 11. The first identifier can be a telephone number, an International Mobile Subscriber Identity (IMSI), an International Mobile Equipment Identity (IMEI) or other unique identifiers sufficient for the telecommunication server 13 to identify and maintain the call; the input data can be key data, voice data or blank. When the user input interface 111 is a physical key or a virtual key, the input data is the key data of the user pressing the physical / virtual key; when the user input interface 111 is a microphone, the input data is the voice command spoken by the user.

[0031] For those who would like to mention this in particular, please refer to Figure 1 As shown, when a user uses the automatic voice system 1, there are two scenarios, namely, the user dials the operator end (inbound) and the operator end dials the user (outbound). First, taking the user dialing the operator end (inbound) as an example, the user will first dial the operator end's phone number through the first terminal device 11. The aforementioned process is equivalent to the first terminal device 11 sending input information (call request) to the telecommunication server 13, and the call request includes a first identifier (such as: phone number). In addition, the telecommunication server 13 can establish a conversation (session) according to the first identifier. After that, the user can press physical buttons or virtual buttons one by one, or dictate voice commands according to the voice content heard each time. When the call is ongoing, the first terminal device 11 will only transmit key data or voice commands to the telecommunication server 13, and will not repeatedly transmit the telephone number, IMSI or IMEI. However, in order to ensure the correctness of the call between the first terminal device 11 and the telecommunication server 13, the call process between the first terminal device 11 and the telecommunication server 13 can include a unique identifier corresponding to the session, wherein the unique identifier of the session is an identifier generated by the telecommunication server 13 and used to track the call. In other words, the first identifier is used to enable the telecommunication server 13 to accurately establish a correct call with the first terminal device 11. Any data related to the aforementioned functions can be regarded as the first identifier. Therefore, during the call, the specific form of the first identifier may change (such as: from a telephone number to a unique identifier of a session), but its meaning remains unchanged (both represent the source of the first terminal device 11).

[0032] Please refer to the above Figure 1 As shown, when the usage scenario is that the operator calls the user (outbound), it means that the telecommunication server 13 has obtained the first identifier (such as telephone number) of the first terminal device 11 in advance, and after the telecommunication server 13 establishes a call with the first terminal device 11, it can receive input information from the first terminal device 11, and the aforementioned input information at least includes one input data, for example, the user presses a physical key or a virtual key one by one according to the voice content heard each time, or orally speaks voice commands and other input data. In addition, in some embodiments, the user input interface 111 is not limited to only a single device, but can include multiple devices. For example, the user input interface 111 includes a touch screen and a microphone at the same time, and can generate corresponding input information according to the user's operation scenario. For example, during the same call phase, the user can first press the virtual key of the smart phone to generate key data, and then the user can speak voice commands to the microphone orally.

[0033] Please refer to Figure 1 As shown, the telecommunication server 13 can receive input information from the first terminal device 11 and read the content of the input information. The telecommunication server 13 can obtain at least one pre-recorded voice segment data from a voice database 14 according to the content of the input information to generate a voice feedback information, and can transmit the voice feedback information back to the first terminal device 11 through the public telephone exchange network 10. For example, when the first terminal device 11 has not established a call with the telecommunication server 13, and the telecommunication server 13 determines that the input data is blank, the telecommunication server 13 can obtain the corresponding pre-recorded voice segment data from the voice database 14, and the pre-recorded voice segment data can be "Welcome to your call, please press 1 for Chinese service, please press 2 for English service", etc. After that, the telecommunication server 13 will transmit the voice feedback information containing the pre-recorded voice segment data to the first terminal device 11 so that the user can hear the voice content.

[0034] Please refer to the above Figure 1As shown, during the call phase, when the user hears voice content such as "If you want to check the balance, please press '1', if you want to check the transaction details, please press '2'...", the user can press the physical key or virtual key '1', or can speak '1' or 'balance query' and other voice commands orally, and the first terminal device 11 can transmit the input information containing the above-mentioned input data to the telecommunication server 13, and the telecommunication server 13 can obtain relevant data from the corresponding database or other server (such as: a financial database or server that can obtain user balance data) according to the input data (such as: key data or voice command equivalent to '1'), and obtain the corresponding pre-recorded voice segment data from the voice database 14 according to the above-mentioned relevant data content to generate voice feedback information, and then transmit the voice feedback information to the first terminal device 11, so that the user can hear the voice content of the voice feedback information through the first terminal device 11, for example: the balance is XXXXX yuan.

[0035] Please refer to Figure 1 As shown, in some embodiments, the voice database 14 can be located in the telecommunication server 13; in some embodiments, the voice database 14 can be located in other servers; in some embodiments, the telecommunication server 13 or other devices can also be provided with a voice editing tool 141, and the voice editing tool 141 is mainly used to edit the data in the voice database 14 and the corresponding input data required for each pre-recorded voice segment data (such as: the key data of the physical key "1", the voice data of the user's oral "1", etc.); in some embodiments, the telecommunication server 13 can be installed with a voice recognition module 132 to obtain the user's oral content and convert it into text (but not limited to this).

[0036] Please refer to Figure 1 As shown, the telecommunication server 13 can also generate corresponding processing information according to the content of the input information, and transmit the processing information to the visual feedback system 2 through the network 20, wherein the processing information at least includes the first identifier (such as a telephone number) and an interactive data corresponding to the input information, and the content of the interactive data can be the same as the input data, or can be sufficient to represent the content of the input data. For example, the interactive data can be the key data of the physical key "1", the voice command of the user saying "1", or the telecommunication server 13 receives the voice command of the user saying "1", and then converts it into the data content of "check balance 1" or "key 1", etc. In other words, the telecommunication server 13 can directly use the input data as interactive data, or first process the input data to convert it into corresponding interactive data.

[0037] Also, please refer to Figure 1As shown, the visual feedback system 2 includes a second terminal device 21, a data management server 23, a data dispatch server 25 and a screen content management server 27, wherein the second terminal device 21 is a device with a display screen, such as: an Internet TV, a smart phone, etc. In some embodiments, the second terminal device 21 can be a combination of multiple devices, such as a set-top box with a TV, etc.; In some embodiments, the second terminal device 21 and the first terminal device 11 can be the same device (such as: a smart phone), mainly because the smart phone has dialing and display functions, for example, its touch screen can be used as a display screen 211, and virtual buttons can also be displayed on it as a user input interface 111 (such as Figure 1 The smart phone is in the automatic voice system 1), and the smart phone also has the ability to connect to the public telephone exchange network 10 and the network 20. Therefore, when the smart phone is in the role of the automatic voice system 1, it can directly or indirectly transmit data through the public telephone exchange network 10. When the smart phone is in the role of the visual feedback system 2, it transmits data through the network 20.

[0038] Please refer to Figure 1As shown, the data management server 23 is connected to the telecommunication server 13 to receive the processing information transmitted by the telecommunication server 13, wherein the data management server 23 is provided with a telecommunication access interface (Telephone Access Interface, referred to as TAI), which is mainly used to enable the data management server 23 and the telecommunication server 13 to establish communication and transfer data to each other. In addition, the data management server 23 can also be connected to a user database 24, the user database 24 stores a plurality of user data tables, the user data table at least stores user data such as the first identifier and a user identifier, wherein the user identifier can be associated (bound) with at least one first identifier, and can be associated with a second terminal device 21, so that the data management server 23 can identify the corresponding second terminal device 21 according to the user identifier, and correctly transfer information to the second terminal device 21. According to actual needs, the user identifier can be a unique system number (Embedded OS ID), such as Android ID, Apple ID, SoC unique ID (Linux), etc., and can also be an IP address, MAC address (Media Access Control address), Universally Unique Identifier (UUID), IMEI or IMSI, etc. In other words, the user identifier corresponds to the second terminal device 21, so that the information of the data management server 23 can be correctly transmitted to the second terminal device 21. In addition, the data management server 23 can generate a forwarding message according to the processing information and the content of the user data table, wherein the forwarding message at least includes part of the user data (such as: user identifier) ​​and interaction data (such as: key data of the physical key "1").

[0039] Furthermore, please refer to Figure 1As shown, the data dispatch server 25 can be connected to the data management server 23 through the network 20 to receive the forwarding information sent by the data management server 23, and can generate a control message, the control message at least including the interactive data, and the data dispatch server 25 can transmit the control message to the corresponding second terminal device 21 through wired or wireless technology (such as 3G, 4G, 5G or 6G wide area wireless technology) according to the content of the user data (such as user identifier). In some embodiments, the data management server 23, the data dispatch server 25 and the second terminal device 21 can adopt the Message Queuing Telemetry Transport (MQTT) communication protocol (but not limited to this), wherein the data management server 23 is equivalent to the information publisher (Publisher), the data dispatch server 25 is equivalent to the broker (Broker), and the second terminal device 21 is equivalent to the information subscriber (Subscriber), so as to transmit corresponding information and data to each other. Furthermore, the second terminal device 21 can generate a request message according to the content of the control message, and the request message at least includes a second identifier and the interaction data, wherein the second identifier can be the same as or different from the user identifier (but not limited to this), and can be a unique system number, IP address, MAC address (Media Access Control address), Universally Unique Identifier (UUID), IMEI or IMSI, etc. In addition, when the second terminal device 21 is a combination of a set-top box and an Internet TV, assuming that the Internet TV is in an off state, the set-top box can first transmit a power-on message to turn the Internet TV into an on state after receiving the control information. For example, the set-top box can be provided with a power switch module so that the Internet TV can be changed to an on state through the power switch module. However, this is not limited to this. In other embodiments of the present application, according to different types of the second terminal device 21, it can have its own specific way of turning on the display screen 211 after receiving the control information, or, in some embodiments, the user needs to turn on the display screen 211 of the second terminal device 21 by himself to complete the subsequent process.

[0040] Please refer to the above Figure 1As shown, the screen content management server 27 can be connected to the second terminal device 21 through the network 20, and can receive the request information from the second terminal device 21. In addition, the screen content management server 27 can obtain at least one default screen data from a screen database 28 according to the interactive data of the request information to generate a screen feedback information. After that, the screen content management server 27 can return the screen feedback information to the second terminal device 21 through the network 20 according to the second identifier, so that the user can see the corresponding screen on the display screen 211 of the second terminal device 21, for example, the screen with a balance of XXXXX yuan. It can be seen that the visual feedback system 2 can obtain the input information (such as key data or voice command) from the first terminal device 11 through the telecommunication server 13 to provide the corresponding screen on the second terminal device 21. In this way, for users, especially elderly users, they can operate in a more familiar way (such as pressing the buttons of a fixed-line phone), and in addition to being able to hear the voice content, they can also directly watch the screen, which greatly improves the convenience of use. It is particularly worth mentioning here that the screen content management server 27 of the present application is not limited to a single server, but can be a combination of multiple servers according to actual needs. For example, when the content that the customer wants to know involves financial data, the screen content management server 27 can obtain relevant data from other corresponding servers (such as: a financial database or server that can obtain user balance data), and obtain the corresponding default screen data from the screen database 28 according to the aforementioned relevant data content to generate screen feedback information.

[0041] Please refer to Figure 1 As shown, in some embodiments, the screen database 28 can be located in the screen content management server 27; in some embodiments, the screen database 28 can be located in other servers; in some embodiments, the screen content management server 27 or other servers are also provided with a screen editing tool 281, and the screen editing tool 281 is mainly used to edit the data in the screen database 28, as well as the interactive data corresponding to each default screen data (such as: the button data of the physical button '1', the voice data of the user's oral '1', etc.).

[0042] The interactive method involved in the interactive system T of this application is described below. Figure 1 and Figure 2 As shown:

[0043] (S01) The first terminal device 11 (e.g., fixed-line telephone) transmits an input message to the telecommunication server 13;

[0044] Before the first terminal device 11 has established a call with the telecommunication server 13, the input information is a call request, so that the first terminal device 11 and the telecommunication server 13 can establish a call accordingly; after the first terminal device 11 and the telecommunication server 13 have established a call,

[0045] The input information can include input data such as keystroke data or voice commands;

[0046] (S02) The telecommunication server 13 can, based on the content of the input information from the first terminal device 11,

[0047] Sending a search voice request to the voice database 14; wherein the search voice request can include the aforementioned input data;

[0048] (S03) The voice database 14 responds to the search voice request and returns the corresponding pre-recorded voice segment data; wherein, when the input information is a call request, the pre-recorded voice segment data can be a welcome word, for example: welcome your call, please press 1 for Chinese service, please press 2 for English service (but not limited thereto); when the input information includes input data such as key data or voice commands (such as the user has selected the option of "Chinese service"), the pre-recorded voice segment data is the corresponding voice content, for example, please press 1 for balance inquiry, please press 2 for transaction details inquiry...etc. (but not limited thereto);

[0049] (S04) The telecommunication server 13 can convert the pre-recorded voice segment data obtained above into corresponding voice feedback information, and transmit the voice feedback information to the first terminal device 11, so that the user can hear the voice content corresponding to the voice feedback information through the first terminal device 11, for example, "Welcome to your call, please press 1 for Chinese service, English service,

[0050] please press 2” or “Please press 1 for balance inquiry, press 2 for transaction details inquiry…” etc. (S05) the telecommunication server 13 can generate corresponding processing information according to the input information, and transmit the processing information to the data management server 23; wherein the processing information at least includes a first identifier and an interactive data corresponding to the input data. In addition, step (S05) and step (S04)

[0051] The processing order of the two can be reversed or occur simultaneously;

[0052] (S06) The data management server 23 can send a user search request to the user database 24 according to the content of the processed information; wherein the user search request can at least include the first identifier; (S07) The user database 24 responds to the user search request and returns the corresponding user data table; wherein each user data table is associated (bound) with a first identifier, and when the user database 24 cannot find the user data table corresponding to the first identifier, it will respond with an error message to the data management server 23;

[0053] (S08) The data management server 23 performs the following operations according to the processing information and the searched user data table content:

[0054] Generate corresponding forwarding information, and transmit the forwarding information to the data dispatching server 25;

[0055] The forwarding information may include the user identifier in the user data table and the interaction data; in addition, when the data management server 23 receives the error message, it will stop generating and transmitting the forwarding information, so that the user can only use the services that the automatic voice system 1 can provide and achieve in the future;

[0056] (S09) The data dispatching server 25 can generate a control message according to the content of the forwarding message, and transmit the control message to the second terminal device 21 according to the user identifier in the forwarding message;

[0057] Wherein, the control information at least includes the interactive data;

[0058] (S10) The second terminal device 21 generates a request message according to the content of the control message, and transmits the request message to the screen content management server 27; wherein the request message at least includes a second identifier and the interactive data;

[0059] (S11) The screen content management server 27 can send a search screen request to the screen database 28 according to the content of the request information; wherein the search screen request can include the interactive data; (S12) The screen database 28 responds to the search screen request and returns the corresponding default screen data;

[0060] Since the interactive data corresponds to the input data, the content of the default screen data can conform to the pre-recorded voice segment data obtained in step (S04);

[0061] ( S13 ) The screen content management server 27 can convert the default screen data obtained above into corresponding screen feedback information and transmit it to the second terminal device 21 , so that the second terminal device 21 can play the screen on the display screen 211 .

[0062] In summary, please refer to Figure 1 and Figure 2 As shown, according to the interactive system T and the interactive method of the present application, the user can obtain subsequent experience results. First, when the user wants to check his bank balance, he can call the bank with a fixed-line phone (first terminal device 11). After the call is connected, the user can hear voice content such as "Welcome to your call, please press 1 for Chinese service, please press 2 for English service" on the fixed-line phone, and the user can also see the following displayed on the network TV (second terminal device 21). Figure 3 The screen can display pattern data W1 and W2 of "Chinese service 1" and "English service 2". After that, the user can press "button 1" of the physical button (user input interface 111), or say "1" or "Chinese service". In addition, the user can hear voice content such as "Please press 1 for balance inquiry, press 2 for transaction details inquiry, press 3 for transfer service, press 4 for credit card service, press 5 for financial products, and press 6 for personal service" through the fixed-line phone, and the user can see the following through the network TV. Figure 4 The screen displays pattern data W3, W4, W5, W6, W7, W8 such as "Balance Inquiry 1", "Transaction Details Inquiry 2", "Transfer Service 3", "Credit Card Service 4", "Financial Products 5" and "Personal Service 6". Finally, the user only needs to press "Button 1" of the physical button, or say "1" or "Balance Inquiry", and the user can hear the voice content "Your account balance is XXXXXXX yuan" through the fixed-line phone, and can also see the following on the network TV. Figure 5 The screen can display the pattern data W9 of "Your account balance is XXXXXXX yuan".

[0063] It can be seen that the interactive system T of the present application can achieve the following effects:

[0064] (1) Better user experience:

[0065] Visual feedback helps users understand their choices and steps more clearly, thus reducing the risk of users getting confused or frustrated in traditional IVR systems.

[0066] (2) Reduce user misunderstandings:

[0067] For users who are hearing impaired or have difficulty understanding voice commands, visual feedback can provide additional visual assistance to help users confirm their choices when voice commands are unclear or ambiguous;

[0068] (3) Improve user operation efficiency:

[0069] Users can more quickly identify and select the options they need, reducing operational errors and thus shortening operation time. At the same time, for the elderly, operating the phone buttons can give a more familiar sense of operation and convenience. Users only need to press the buttons to get the corresponding screen data;

[0070] (4) Provide rich content:

[0071] The visual feedback mechanism can present various contents such as pictures, animations, and texts on the second terminal device 21, so that the user can obtain information more clearly;

[0072] (5) Reduce customer service burden:

[0073] When users can complete their needs more quickly and intuitively, there will be less need for users to be transferred to human customer service, thereby saving the industry's labor costs;

[0074] (6) Sales and Marketing Opportunities:

[0075] The visual feedback mechanism can also display additional product images, promotional activities and other data on the screen.

[0076] To increase sales opportunities.

[0077] The above description is only a preferred feasible embodiment of the present application, and does not limit the protection scope of the claims of the present application. Therefore, any equivalent changes that can be thought of by a person skilled in the art without creative work based on the technical content disclosed in the present application should be included in the protection scope of the claims of the present application.

Claims

1. An interactive system combining automatic speech and visual feedback mechanisms, characterized in that: The interactive system comprises: A first terminal device, which can be connected to a public telephone exchange network, is provided with a user input interface, and the user input interface can generate input information according to a user's operation, and the input information at least includes an input data; a telecommunication server, which receives the input information transmitted by the first terminal device through the public telephone exchange network, and generates corresponding processing information according to the input information, wherein the processing information at least includes a first identifier representing the first terminal device and an interaction data corresponding to the input data, and the telecommunication server can also be connected to a voice database, and can obtain at least one pre-recorded voice segment data from the voice database according to the content of the input information to generate a voice feedback information, and transmit the voice feedback information back to the first terminal device through the public telephone exchange network; a data management server connected to the telecommunication server to receive the processing information transmitted by the telecommunication server, the data management server can also be connected to a user database, and can search for a corresponding user data from the user database according to the first identifier of the processing information, and generate a forwarding information, wherein the forwarding information at least includes the user data and the interaction data; a data dispatching server connected to the data management server via a network to receive the forwarding information from the data management server and to generate control information according to the user data in the forwarding information, wherein the control information at least includes the interactive data; a second terminal device, receiving the control information transmitted by the data dispatching server through the network, the second terminal device can generate a request information, the request information at least including a second identifier and the interactive data; and A screen content management server receives the request information transmitted by the second terminal device through the network. The screen content management server is also connected to a screen database and can obtain at least one default screen data from the screen database according to the interactive data of the request information to generate a screen feedback information, and transmit the screen feedback information back to the second terminal device through the network.

2. The interactive system according to claim 1, characterized in that The interactive system also includes a voice editing tool, which is used to edit each of the pre-recorded voice segment data in the voice database and the corresponding input data required for each of the pre-recorded voice segment data.

3. The interactive system according to claim 1, characterized in that The interactive system further comprises a picture editing tool, wherein the picture editing tool is used to edit each of the default picture data in the picture database and the interactive data corresponding to each of the default picture data.

4. The interactive system according to claim 1, characterized in that The first terminal device and the second terminal device are the same device.

5. The interactive system according to claim 1, characterized in that: The voice database is located in the telecommunication server.

6. The interactive system according to claim 1, characterized in that: The telecommunication server is equipped with a speech recognition module.

7. The interactive system according to claim 1, characterized in that: The picture database is located in the picture content management server.

8. An interactive method for an interactive system combining automatic speech and visual feedback mechanisms, characterized in that: The interactive method is applied to an interactive system, which includes a first terminal device, a telecommunication server, a data management server, a data dispatch server, a second terminal device and a screen content management server, wherein after the first terminal device establishes a call with the telecommunication server, the interactive method enables the telecommunication server, the data management server, the data dispatch server and the screen content management server to perform the following steps: The telecommunication server receives an input message from the first terminal device through a public telephone exchange network, and generates corresponding processing information according to the input message, wherein the processing information at least includes a first identifier and an interactive data; The telecommunication server obtains corresponding at least one pre-recorded voice segment data from a voice database according to the processed information to generate voice feedback information, and transmits the voice feedback information back to the first terminal device through the public switched telephone network, and the telecommunication server also transmits the processed information to the data management server through a network; After receiving the processing information from the telecommunication server, the data management server searches for corresponding user data from a user database according to the first identifier of the processing information, generates forwarding information, and transmits the forwarding information to the data dispatching server through the network, wherein the forwarding information at least includes user data and the interaction data; After receiving the forwarding information from the data management server, the data dispatching server generates a control message according to the user data in the forwarding information, wherein the control message at least includes the interactive data, and the data dispatching server transmits the control message to a corresponding second terminal device through the network, and the second terminal device can generate a request message according to the control message; and After receiving the request information from the second terminal device via the network, the screen content management server can obtain at least one default screen data from the screen database based on the interactive data of the request information to generate a screen feedback information, and transmit the screen feedback information back to the second terminal device via the network.

9. The interactive method according to claim 8, characterized in that: The first identifier is used to correspond to the first terminal device, the interactive data is used to correspond to an input data in the processing information, and the input data is generated by the first terminal device after being operated by a user.

10. The interactive method according to claim 8, characterized in that: The first terminal device and the second terminal device are the same device.

11. The interactive method according to claim 8, characterized in that: When the data management server cannot search for corresponding user data from the user database according to the first identifier of the processing information, the data management server stops generating and transmitting the forwarding information.

Images