IVR (Interactive Voice Response) process visualization and execution method, equipment, medium and program product

Abstract

The invention discloses an IVR process visualization and execution method and device, a medium and a program product, and relates to the technical field of response interaction, and the IVR process visualization method comprises the steps: obtaining and analyzing a response process file of an IVR middle table, drawing obtained process nodes, and obtaining visual process nodes; performing visual arrangement on the interactive process of the IVR to obtain a visual interactive process of the IVR; and according to the visual interaction process of the IVR, dynamically adjusting menu nodes in the interaction process to obtain a new IVR middle table. The IVR process execution method comprises the following steps: in response to a call event request of a telephone platform, obtaining an IVR process identifier from the call event request; and responding to a real-time interaction request of the telephone platform by starting the IVR process instance of the IVR process identifier, carrying out service processing, and returning a final result of the service processing to the telephone platform. According to the invention, the process complexity of IVR development can be reduced.

Description

Technical Field

[0001] The present application relates to the field of response interaction technology, and in particular to an IVR process visualization method, an IVR process execution method, an IVR process visualization device, an IVR middle station, a storage medium and a computer program product. Background Art

[0002] IVR (Interactive Voice Response) is an automatic telephone service system that can automatically play audio content, such as menu announcements, key navigation, etc., according to the keystrokes or voice commands entered by the user, and perform corresponding business processing based on the audio content. IVR technology is a method for handling high call volumes and is often used to build customer service call centers in enterprises and institutions to improve customer service and reduce operating costs.

[0003] At present, IVR is mainly implemented by designing the voice menu structure (i.e., menu nodes) in the IVR process based on VXML (Voice eXtensible Markup Language). However, this implementation method defines menu nodes in VXML and defines the business logic between menu nodes in C# (C sharp, an object-oriented programming language) scripts. If the menu nodes are dynamically adjusted, developers are required to modify the voice menu structure and the business logic in the C# script at the same time, which is prone to inconsistent modifications and causes abnormal behavior of the menu nodes.

[0004] In summary, the current IVR development is prone to errors when dynamically adjusting menu nodes, which leads to high complexity in the process of developing IVR. Summary of the invention

[0005] The main purpose of this application is to provide an IVR process visualization method, an IVR process execution method, an IVR process visualization device, an IVR middle platform, a storage medium and a computer program product, aiming to solve the technical problem that IVR development is prone to errors when dynamically adjusting menu nodes, resulting in high process complexity in developing IVR.

[0006] To achieve the above objectives, the present application proposes an IVR process visualization method, the method comprising:

[0007] According to the interaction process of the IVR middle station, obtain the response process file of the IVR middle station;

[0008] Parse the response process file, obtain each process node and draw each process node to obtain a visualized process node;

[0009] Visually arrange the IVR interaction process to obtain the visual interaction process of IVR;

[0010] According to the visual interaction process of IVR, the menu nodes in the interaction process are dynamically adjusted to obtain a new IVR middle platform.

[0011] In addition, to achieve the above purpose, the present application proposes an IVR process execution method, which is applied to the IVR middle station, and the method includes:

[0012] In response to a call event request from the telephone platform, obtaining an IVR process identifier from the call event request;

[0013] By starting the IVR process instance identified by the IVR process, responding to the real-time interaction request of the telephone platform, performing business processing, and returning the final result of the business processing to the telephone platform.

[0014] In one embodiment, the step of performing business processing includes:

[0015] Create business processing tasks based on real-time interactive requests from the telephone platform;

[0016] In the IVR process instance, the business data of the business system is called by the business processing task to perform business processing on the real-time interaction request to obtain a final result of the business processing.

[0017] In one embodiment, after the step of responding to the real-time interaction request of the telephone platform and performing business processing, the following steps are included:

[0018] Monitor the real-time business processing results obtained in response to the real-time interaction request of the telephone platform to obtain monitoring data;

[0019] The execution status of the IVR process instance is determined according to the monitoring data, so as to determine whether to return the final result of the business processing to the telephone platform according to the execution status.

[0020] In one embodiment, the step of returning the final result of the business processing to the telephone platform includes:

[0021] According to the final result of the business processing, referring to the VXML document template, assigning values ​​to each real-time VXML document to obtain each VXML document, wherein the real-time VXML document is generated when interacting with the telephone platform in real time;

[0022] Each VXML document is returned to the phone platform.

[0023] In one embodiment, while responding to the call event request of the telephone platform, the method includes:

[0024] Acquire a call identifier from the call event request;

[0025] Acquire session data through the call identifier, cache the session data and preset an effective storage period, wherein the session data includes call data, process data and service data;

[0026] If the actual storage period exceeds the preset effective storage period, the cached session data is cleared.

[0027] In addition, to achieve the above-mentioned purpose, the present application also proposes an IVR process visualization device, which includes: a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the computer program is configured to implement the steps of the IVR process visualization method described above.

[0028] In addition, to achieve the above-mentioned purpose, the present application also proposes an IVR middle station, which includes: a memory, a processor, and a computer program stored in the memory and executable on the processor, and the computer program is configured to implement the steps of the IVR process execution method described above.

[0029] In addition, to achieve the above-mentioned purpose, the present application also proposes a storage medium, which is a computer-readable storage medium, and a computer program is stored on the storage medium. When the computer program is executed by a processor, it implements the IVR process visualization method described above, and / or implements the steps of the IVR process execution method described above.

[0030] In addition, to achieve the above-mentioned purpose, the present application also provides a computer program product, which includes a computer program. When the computer program is executed by a processor, it implements the IVR process visualization method described above, and / or implements the steps of the IVR process execution method described above.

[0031] At present, to realize IVR, the voice menu structure in the IVR process is designed by using VXML markup language. When the menu nodes need to be adjusted dynamically, the voice menu structure and the business logic in the C# script must be modified at the same time. Since these two parts are relatively independent and closely related, inconsistent modifications are prone to occur during the modification process. This complex development model makes the development of the IVR process complicated; this application visually arranges the IVR process, integrates the voice menu structure and the business logic in the C# script into a visual process, and when the menu nodes need to be dynamically adjusted later, the visual interactive process obtained by the visual arrangement can be executed by dragging, connecting, etc., to construct a new IVR middle station and a visual IVR process of the new IVR middle station, without modifying the voice menu structure and C# script separately. Therefore, it is not easy to make mistakes when making dynamic adjustments, which reduces the probability of errors during dynamic adjustments, thereby reducing the complexity of the process of developing IVR. BRIEF DESCRIPTION OF THE DRAWINGS

[0032] The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the present application and, together with the description, serve to explain the principles of the present application.

[0033] In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings required for use in the embodiments or the description of the prior art will be briefly introduced below. Obviously, for ordinary technicians in this field, other drawings can be obtained based on these drawings without paying any creative work.

[0034] Figure 1 A flowchart diagram of the first embodiment of the IVR process visualization method of the present application;

[0035] Figure 2 A schematic diagram of a visualized interactive process provided for the first embodiment of the IVR process visualization method of the present application;

[0036] Figure 3 A brief flowchart diagram of the second embodiment of the IVR process execution method of the present application;

[0037] Figure 4 A schematic diagram of session data caching provided for the second embodiment of the IVR process execution method of the present application;

[0038] Figure 5 This is a schematic diagram of the device structure of the hardware operating environment involved in the IVR process visualization method of this application.

[0039] The purpose, features and advantages of this application will be further described in conjunction with the embodiments and with reference to the accompanying drawings. DETAILED DESCRIPTION

[0040] It should be understood that the specific embodiments described herein are only used to explain the technical solutions of the present application and are not used to limit the present application.

[0041] In order to better understand the technical solution of the present application, a detailed description will be given below in conjunction with the accompanying drawings and specific implementation methods.

[0042] In the IVR process visualization method, it should be noted that the execution subject of the first embodiment can be an IVR process visualization device, or a computing service device with data processing, network communication and program running functions, such as a tablet computer, a personal computer, a mobile phone, etc., or an electronic device, a processor, etc. that can realize the above functions. The first embodiment is described below by taking the IVR process visualization device as an example.

[0043] Based on this, the present application embodiment provides an IVR process visualization method, referring to Figure 1 , Figure 1 This is a flowchart of the first embodiment of the IVR process visualization method of the present application.

[0044] In this embodiment, the IVR process visualization method includes steps S10 to S40:

[0045] Step S10, obtaining the response process file of the IVR center according to the interaction process of the IVR center;

[0046] It should be noted that the IVR middle platform is a centralized and standardized software platform between the front-end telephone platform and the back-end business system (such as the customer management system, order processing system, etc.); it mainly connects voice calls from different channels and processes them according to the preset business logic, while calling various back-end business system interfaces to obtain the required information, and finally provides accurate voice responses and business guidance for callers. The interactive process of the IVR middle platform is the process of processing call events from the telephone platform according to the preset business logic and interacting with the telephone platform; the interaction is equivalent to responding to the call event request from the telephone platform, so the response process file of the IVR middle platform can be obtained by determining the logical relationship between the process nodes and each process node, and the execution order between each process node. Among them, since the IVR platform is based on the Camunda platform transformation, the process nodes and the logical relationship between them can be presented in a graphical way through Camunda Modeler; the response process file includes the process name, process node type, process node attribute, process node connection order and process node conditional judgment logic.

[0047] Step S20, parsing the response process file, obtaining each process node and drawing each process node to obtain a visualized process node;

[0048] It should be noted that by parsing the response process file, the logical process nodes in the IVR response process are obtained; by drawing the logical process nodes, a visualized process node is obtained. For example, if one of the logical process nodes in the response process file is a judgment node, then when drawing, the logical node is drawn as a gateway component, namely a diamond-shaped judgment component.

[0049] Step S30, visually arranging the IVR interaction process to obtain the visual interaction process of the IVR;

[0050] It should be noted that visually arranging the IVR interaction process is equivalent to connecting the visualized process nodes and adding jump rules to the process nodes according to the actual response process to the call event request, and finally obtaining the visualized interaction process of the IVR.

[0051] In one embodiment, the visual interactive process of the IVR supports source code viewing of each process node. By viewing the source code, when menu nodes need to be adjusted or anomalies are found later, menu nodes can be adjusted more flexibly or the abnormal parts can be repaired more directly.

[0052] like Figure 2 As shown, Figure 2 It is a feasible visual interaction process of IVR, which specifically includes:

[0053] Receive platform event request from telephone platform, encrypt call event request through interpreter, and obtain encrypted call event request; IVR middle station responds to encrypted call event request, decrypts encrypted call event request, obtains process ID and call ID for processing call event request, and process First entry starts process instance according to process ID (i.e., performs preparation work before processing); process Next entry obtains session data according to call ID, and obtains process status from session data, if the process is in blocking state, sets process to completion state and then executes business processing process; if the process is in terminal state, ends process and cleans up process data. Process Next entry performs business processing on call event request according to process ID and call ID, and obtains business processing result; wherein, business processing is performed through service task (delegate class or SpringBean) or script task (online editing script language based on script engine API); during business processing, service task or script task can call host job bar through host communication gateway to query customer information, account information and other information to provide business data for processing platform event request. Use the listener to monitor the business processing results, capture the next execution entry of the process being processed and the monitoring data such as processing data, encapsulate the VXML document parameters according to the monitoring data to obtain the VXML task and store it in the VXML document, and return the VXML document to the telephone platform to play the voice.

[0054] Step S40, according to the visual interaction process of the IVR, dynamically adjust the menu nodes in the interaction process to obtain a new IVR middle station.

[0055] It should be noted that in the IVR interaction process, menu nodes are those nodes that provide users with options, and can be dynamically adjusted according to actual needs; when actually making dynamic adjustments, developers can adjust menu nodes by dragging and connecting in the IVR's visual interaction process, so the functions and interaction methods of the entire IVR middle platform will change accordingly, thus forming a new IVR middle platform.

[0056] This embodiment provides an IVR process visualization method, which displays the interaction process of the IVR middle station in a visualized form, so as to flexibly change the menu nodes that provide users with options in the IVR interaction process, thereby creating an IVR middle station with updated functions and interaction methods. The visualized IVR interaction process reduces the error probability of IVR development when dynamically adjusting menu nodes, thereby reducing the process complexity of IVR development.

[0057] In the IVR process execution method, it should be noted that the execution subject of this embodiment can be an IVR middle station. The following takes the IVR middle station as an example to illustrate this embodiment and the following embodiments.

[0058] Based on this, the embodiment of the present application provides an IVR process execution method, referring to Figure 3 , Figure 3 This is a flowchart of the second embodiment of the IVR process execution method of the present application.

[0059] In this embodiment, the IVR process execution method includes steps D10 to D20:

[0060] Step D10, in response to the call event request of the telephone platform, obtaining an IVR process identifier from the call event request;

[0061] It should be noted that when the IVR center receives a call event request from the telephone platform, it parses the call event request and obtains the IVR process identifier, where the IVR process identifier is an identification information for determining the IVR business process that should be followed for this call event. For example, in a complex enterprise business environment, there may be a variety of different IVR business processes, such as consultation processes for different products, processing processes for different types of orders, and processes for solving various after-sales problems. Each IVR business process has its own processing logic and steps. In order to ensure that the correct business process can be accurately started and executed when a call is received, it is necessary to distinguish them through the IVR process identifier.

[0062] In one embodiment, the telephone platform encrypts the issued call event request through an interpreter; and the IVR middle station decrypts the encrypted call event request.

[0063] Step D20, responds to the real-time interaction request of the telephone platform by starting the IVR process instance identified by the IVR process, performs business processing, and returns the final result of the business processing to the telephone platform.

[0064] It should be noted that after obtaining the IVR process identifier, the IVR center will create a corresponding IVR process instance based on the IVR process identifier. The IVR process instance contains a collection of all business processing logic, rules and related resources corresponding to the process identifier. The IVR process instance is equivalent to a container for business processing of this call event.

[0065] When receiving a real-time interaction request from the telephone platform, the IVR platform will analyze and process the request according to the business processing logic in the activated IVR process instance. For example, if the user presses a button on the phone or says "I want to check the status of my order", the IVR system will query the order status information from the company's order management system according to the business processing logic in the process instance for the button operation or voice input in the currently activated IVR process instance.

[0066] When the IVR middle station completes the business processing of the real-time interaction request of the telephone platform, it will return the final result to the telephone platform. After receiving the final result, the telephone platform plays the voice by calling TTS (Text-to-Speech, which can automatically convert text information into voice information).

[0067] In this embodiment, an IVR process instance based on an IVR process identifier is created and started to perform business processing on the real-time interaction request of the telephone platform, and the final result is fed back to the telephone platform process, thereby realizing containerized deployment. Containerized deployment makes resource allocation more flexible and optimized, and allocates computing resources according to the actual needs of different IVR process instances. At the same time, containerization makes the deployment of IVR processes more convenient and faster. Therefore, containerized deployment is realized through IVR process instances, which can improve the processing efficiency of business processing needs and improve the resource utilization efficiency of the IVR middle station for each interaction process.

[0068] In a feasible implementation manner, step D20, the IVR process execution method includes steps A10 to A20:

[0069] Step A10, creating a business processing task based on the real-time interaction request of the telephone platform;

[0070] It should be noted that the real-time interaction request is generated by the telephone platform based on the immediate needs and behaviors of the user during the call process; after receiving the real-time interaction request from the telephone platform, the IVR middle station will create a business processing task for each real-time interaction request, for example, according to the following business logic: the user presses the number 1 to indicate that he wants to query a certain type of business information, and then presses the number 2 to purchase a certain type of business product. Among them, the IVR middle station will create a business processing task for the query type, and the IVR middle station will create a business processing task for the purchase type.

[0071] Step A20, in the IVR process instance, the business data of the business system is called by the business processing task to perform business processing on the real-time interaction request to obtain the final result of the business processing.

[0072] It should be noted that when business processing is performed in an IVR process instance, the business processing task will call the relevant business data in the business system according to the set business processing process, where the business system can be various back-end business systems, such as order management system, customer management system, database system, etc. By calling the business data of the business system according to the business processing task in the IVR process instance, and then using the business data to perform business processing on the real-time interaction request, the final result of the business processing is obtained, thereby completing the process of interaction between the IVR middle platform and the telephone platform.

[0073] In this implementation, a business processing task is first created based on the real-time interaction request from the telephone platform, and then in the IVR process instance, the business processing task is used to call the business data of the business system to process the real-time interaction request, and finally the final result of the business processing is obtained. Creating independent business processing tasks helps to decompose the complex business processing process into task processing units, avoiding confusion and interference between different business requirements, and eliminating the need to re-sort the entire business logic when processing each request. This greatly improves the efficiency of business processing and can respond to users' real-time interaction requests more quickly.

[0074] In another feasible implementation, in step D20, in response to the call event request of the telephone platform, the IVR process execution method includes steps B10 to B30:

[0075] Step B10, obtaining a call identifier from the call event request;

[0076] It should be noted that the IVR middle station can obtain the call identifier from the call event request in addition to the IVR process identifier. Since the telephone platform will receive call events from multiple users at the same time, in order to accurately process the call events of different users, the call identifier is required to specifically distinguish multiple call events.

[0077] Step B20, obtaining session data through the call identifier, caching the session data and presetting an effective storage period, wherein the session data includes call data, process data and service data;

[0078] It should be noted that the session data is obtained through the call identification when the IVR process is executed. A unified data format is defined in the IVR middle station. The session data is the data processed in a unified format, including call data, process data, business data, and also includes the status information of the process and the track information of the process execution. Before returning the business processing results to the telephone platform, the IVR middle station will cache the session data to Redis (Remote Dictionary Server, data structure storage system), set the validity period for the cached session data, and asynchronously save the session data to the database.

[0079] Step B30: If the actual storage period exceeds the preset effective storage period, the cached session data is cleared.

[0080] It should be noted that when the storage time of session data in Redis exceeds the set effective storage period, for example, the effective storage period is 30 minutes, if it exceeds 30 minutes, the cached session data will be cleared.

[0081] In one embodiment, if you want to obtain session data from Redis, you can use SpringCache to achieve this. If the session data is not obtained in Redis due to expiration cleaning, the session data is obtained from the database.

[0082] In another embodiment, a batch submission method is used to store various operating data generated by an IVR process in the database. This method can reduce the frequency of database access and improve the process execution performance. In addition, the batch submitted data is migrated to the historical database after the process is completed to separate the runtime data from the historical data, and the historical data does not affect the process execution.

[0083] like Figure 4 The figure shows a feasible flow chart of this embodiment.

[0084] In this embodiment, the call identifier is first obtained from the call event request, and then the session data containing multiple types of data is obtained by using the identifier, and then the session data is cached and an effective storage period is set. Finally, when the actual storage period exceeds the preset value, the cached data is cleared. The session data is cached, and when the session data is needed again in the future, it can be quickly obtained directly from the cache without having to search again from the database, which greatly saves data access time and improves business processing efficiency. By setting an effective storage period, not only can the timeliness of the session data be guaranteed, but also it can be ensured that only data useful for the current IVR process is retained in the cache, so that the storage space is reasonably used and the storage space is optimized.

[0085] Based on the second embodiment of the IVR process execution method of the present application, in the third embodiment of the IVR process execution method of the present application, the same or similar contents as those in the second embodiment of the IVR process execution method can be referred to the above introduction, and will not be repeated later. Step D20 responds to the real-time interaction request of the telephone platform and performs business processing. The IVR process execution method includes steps T10 to T20:

[0086] Step T10, monitoring the real-time business processing result obtained in response to the real-time interaction request of the telephone platform to obtain monitoring data;

[0087] It should be noted that after responding to one of the real-time interaction requests, the real-time business processing results are monitored to obtain monitoring data, wherein the real-time business processing results can be monitored by the listener, and the monitoring data includes the processing results of the real-time interaction request and the execution entry of the next real-time interaction request.

[0088] Step T20, determining the execution status of the IVR process instance based on the monitoring data, so as to determine whether to return the final result of the business processing to the telephone platform based on the execution status.

[0089] It should be noted that since the monitoring data includes the processing result of the real-time interaction request and the execution entry of the next real-time interaction request, it is possible to determine whether all IVR process instances have been executed through the monitoring data. If the process is captured as completed, the final result of the business processing will be returned to the telephone platform for playback; if the process is captured as incomplete, it will continue to flow until all real-time interaction requests are processed.

[0090] In this embodiment, in the process of interacting with the telephone platform, the real-time business processing results generated in response to the real-time interaction request are first monitored to obtain relevant monitoring data, and then the execution status of the IVR process instance is judged based on the monitoring data, and then it is decided whether to return the final result of the business processing to the telephone platform. By analyzing the monitoring data, the execution status of the IVR process instance under the current real-time interaction request can be accurately evaluated, thereby ensuring the accuracy of the returned results and optimizing the interaction process, thereby improving the execution efficiency and reliability of the process instance.

[0091] In a feasible implementation manner, the step D20 of returning the final result of the business processing to the telephone platform includes:

[0092] According to the final result of the business processing, referring to the VXML document template, assigning values ​​to each real-time VXML document to obtain each VXML document, wherein each real-time VXML document is generated when interacting with the telephone platform in real time;

[0093] Each VXML document is returned to the phone platform.

[0094] It should be noted that since the telephone platform calls TTS through VXML documents to play voice, when the IVR middle station returns the business processing results to the telephone platform, it is necessary to assign the final result of the business processing to the real-time VXML document generated by real-time interaction with the telephone platform with reference to the VXML document template, where the VXML document template is built through the FreeMarker (a general tool for generating text output based on templates) rule engine, and assigns values ​​to the object attributes in the VXML document with reference to the VXML document template, for example: the object attribute is instanceID, which represents the process instance ID, and the process instance ID in the final result of the business processing is 123, then the instanceID of the VXML document returned to the telephone platform is assigned to 123. Finally, the assigned VXML documents are returned to the telephone platform.

[0095] In one embodiment, the VXML document template is cached, and the final result of the business processing is returned to the telephone platform each time, which can reduce the frequency of downloading the VXML document template and accelerate the execution of the process; in addition, the VXML document template can be updated to detect whether the VXML document template has been updated. If the VXML document template has been updated, the original VXML document template in the cache is replaced.

[0096] In this implementation, a VXML document is generated by referring to the template assignment according to the final result of the business processing. The VXML document template plays a role of specification and standardization, ensuring the structural consistency of each VXML document and improving the efficiency of VXML document generation. When receiving and processing VXML documents, the telephone platform can parse and operate according to a unified structure, reducing the complexity of processing and the possibility of errors, thereby realizing a complete interactive process.

[0097] The present application provides an IVR process visualization device, which includes: at least one processor; and a memory communicatively connected to the at least one processor; wherein the memory stores instructions executable by the at least one processor, and the instructions are executed by the at least one processor so that the at least one processor can execute the IVR process visualization method in the first embodiment described above.

[0098] Reference below Figure 5 , which shows a schematic diagram of the structure of an IVR process visualization device suitable for implementing the embodiment of the present application. The IVR process visualization device in the embodiment of the present application may include but is not limited to mobile terminals such as mobile phones, laptop computers, digital broadcast receivers, PDAs (Personal Digital Assistants), PADs (Portable Application Descriptions), PMPs (Portable Media Players), vehicle-mounted terminals (such as vehicle-mounted navigation terminals), etc., and fixed terminals such as digital TVs, desktop computers, etc. Figure 5 The IVR process visualization device shown is only an example and should not bring any limitation to the functions and scope of use of the embodiments of the present application.

[0099] like Figure 5As shown, the IVR process visualization device may include a processing device 1001 (e.g., a central processing unit, a graphics processor, etc.), which can perform various appropriate actions and processes according to a program stored in a read-only memory (ROM: Read Only Memory) 1002 or a program loaded from a storage device 1003 to a random access memory (RAM: Random Access Memory) 1004. In RAM1004, various programs and data required for the operation of the IVR process visualization device are also stored. The processing device 1001, ROM1002, and RAM1004 are connected to each other through a bus 1005. An input / output (I / O) interface 1006 is also connected to the bus. Generally, the following systems can be connected to the I / O interface 1006: an input device 1007 including, for example, a touch screen, a touch pad, a keyboard, a mouse, an image sensor, a microphone, an accelerometer, a gyroscope, etc.; an output device 1008 including, for example, a liquid crystal display (LCD: Liquid Crystal Display), a speaker, a vibrator, etc.; a storage device 1003 including, for example, a magnetic tape, a hard disk, etc.; and a communication device 1009. The communication device 1009 can allow the IVR process visualization device to communicate with other devices wirelessly or by wire to exchange data. Although the figure shows an IVR process visualization device with various systems, it should be understood that it is not required to implement or have all the systems shown. More or fewer systems can be implemented or provided instead.

[0100] In particular, according to the embodiments disclosed in the present application, the process described above with reference to the flowchart can be implemented as a computer software program. For example, the embodiments disclosed in the present application include a computer program product, which includes a computer program carried on a computer-readable medium, and the computer program includes a program code for executing the method shown in the flowchart. In such an embodiment, the computer program can be downloaded and installed from a network through a communication device, or installed from a storage device 1003, or installed from a ROM 1002. When the computer program is executed by the processing device 1001, the above-mentioned functions defined in the method of the embodiment disclosed in the present application are executed.

[0101] The IVR process visualization device provided by the present application adopts the IVR process visualization method in the above embodiment, which can solve the technical problem that IVR development is prone to errors when dynamically adjusting menu nodes, resulting in high process complexity in developing IVR. Compared with the prior art, the beneficial effects of the IVR process visualization device provided by the present application are the same as the beneficial effects of the IVR process visualization method provided by the above embodiment, and other technical features in the IVR process visualization device are the same as the features disclosed in the method of the previous embodiment, which will not be repeated here.

[0102] It should be understood that the various parts disclosed in this application can be implemented by hardware, software, firmware or a combination thereof. In the description of the above embodiments, specific features, structures, materials or characteristics can be combined in any one or more embodiments or examples in a suitable manner.

[0103] The present application also provides an IVR middle station capable of executing the IVR process execution method in the second embodiment and the third embodiment. In a feasible implementation manner, the specific structural diagram is such as the above-mentioned IVR process visualization device.

[0104] The above is only a specific implementation of the present application, but the protection scope of the present application is not limited thereto. Any person skilled in the art who is familiar with the present technical field can easily think of changes or substitutions within the technical scope disclosed in the present application, which should be included in the protection scope of the present application. Therefore, the protection scope of the present application should be based on the protection scope of the claims.

[0105] The present application provides a computer-readable storage medium having computer-readable program instructions (ie, computer programs) stored thereon, the computer-readable program instructions being used to execute the IVR process visualization method and / or the IVR process execution method in the above-mentioned embodiments.

[0106] The computer-readable storage medium provided in the present application may be, for example, a USB flash drive, but is not limited to electrical, magnetic, optical, electromagnetic, infrared, or semiconductor systems or devices, or any combination of the above. More specific examples of computer-readable storage media may include, but are not limited to: an electrical connection with one or more wires, a portable computer disk, a hard disk, a random access memory (RAM: Random Access Memory), a read-only memory (ROM: Read Only Memory), an erasable programmable read-only memory (EPROM: Erasable Programmable Read Only Memory or flash memory), an optical fiber, a portable compact disk read-only memory (CD-ROM: CD-Read Only Memory), an optical storage device, a magnetic storage device, or any suitable combination of the above. In this embodiment, the computer-readable storage medium may be any tangible medium containing or storing a program that can be used by or in combination with an instruction execution system or device. The program code contained on the computer-readable storage medium may be transmitted using any appropriate medium, including but not limited to: wires, optical cables, RF (Radio Frequency: Radio Frequency), etc., or any suitable combination of the above.

[0107] The above-mentioned computer-readable storage medium may be included in the IVR process visualization device and / or the IVR middle station; or it may exist independently without being assembled into the IVR process visualization device and / or the IVR middle station.

[0108] The computer-readable storage medium carries one or more programs. When the one or more programs are executed by the IVR process visualization device and / or the IVR middle station, the IVR process visualization device and / or the IVR middle station: obtain the response process file of the IVR middle station according to the interaction process of the IVR middle station; parse the response process file to obtain each process node and draw each process node to obtain a visualized process node; visually arrange the interaction process of the IVR to obtain the visualized interaction process of the IVR; dynamically adjust the menu nodes in the interaction process according to the visualized interaction process of the IVR to obtain a new IVR middle station. And / or, in response to the call event request of the telephone platform, obtain the IVR process identifier from the call event request; respond to the real-time interaction request of the telephone platform by starting the IVR process instance of the IVR process identifier, perform business processing, and return the final result of the business processing to the telephone platform.

[0109] Computer program code for performing the operations of the present application may be written in one or more programming languages ​​or a combination thereof, including object-oriented programming languages ​​such as Java, Smalltalk, C++, and conventional procedural programming languages ​​such as "C" or similar programming languages. The program code may be executed entirely on the user's computer, partially on the user's computer, as a separate software package, partially on the user's computer and partially on a remote computer, or entirely on a remote computer or server. In the case of a remote computer, the remote computer may be connected to the user's computer through any type of network, including a local area network (LAN) or a wide area network (WAN), or may be connected to an external computer (e.g., via the Internet using an Internet service provider).

[0110] The flow chart and block diagram in the accompanying drawings illustrate the possible architecture, function and operation of the system, method and computer program product according to various embodiments of the present application. In this regard, each square box in the flow chart or block diagram can represent a module, a program segment or a part of a code, and the module, the program segment or a part of the code contains one or more executable instructions for realizing the specified logical function. It should also be noted that in some alternative implementations, the functions marked in the square box can also occur in a sequence different from that marked in the accompanying drawings. For example, two square boxes represented in succession can actually be executed substantially in parallel, and they can sometimes be executed in the opposite order, depending on the functions involved. It should also be noted that each square box in the block diagram and / or flow chart, and the combination of the square boxes in the block diagram and / or flow chart can be implemented with a dedicated hardware-based system that performs a specified function or operation, or can be implemented with a combination of dedicated hardware and computer instructions.

[0111] The modules involved in the embodiments described in this application may be implemented by software or hardware, wherein the name of the module does not constitute a limitation on the unit itself in some cases.

[0112] The readable storage medium provided by the present application is a computer-readable storage medium, which stores computer-readable program instructions (i.e., computer programs) for executing the above-mentioned IVR process visualization method and / or the IVR process execution method, and can solve the technical problem that IVR development is prone to errors when dynamically adjusting menu nodes, resulting in high complexity in the process of developing IVR. Compared with the prior art, the beneficial effects of the computer-readable storage medium provided by the present application are the same as the beneficial effects of the IVR process visualization method and / or the IVR process execution method provided by the above-mentioned embodiments, and will not be repeated here.

[0113] The present application also provides a computer program product, including a computer program, wherein when the computer program is executed by a processor, the computer program implements the steps of the IVR process visualization method and / or the IVR process execution method as described above.

[0114] The computer program product provided by the present application can solve the technical problem that IVR development is prone to errors when dynamically adjusting menu nodes, resulting in high complexity in the process of developing IVR. Compared with the prior art, the beneficial effects of the computer program product provided by the present application are the same as the beneficial effects of the IVR process visualization method and / or the IVR process execution method provided in the above embodiments, which will not be described in detail here.

[0115] The above descriptions are only some embodiments of the present application, and are not intended to limit the patent scope of the present application. All equivalent structural changes made using the contents of the present application specification and drawings under the technical concept of the present application, or direct / indirect applications in other related technical fields are included in the patent protection scope of the present application.

Claims

1. An IVR process visualization method, characterized in that: The IVR process visualization method comprises: According to the interaction process of the IVR middle station, obtain the response process file of the IVR middle station; Parse the response process file, obtain each process node and draw each process node to obtain a visualized process node; Visually arrange the IVR interaction process to obtain the visual interaction process of IVR; According to the visual interaction process of IVR, the menu nodes in the interaction process are dynamically adjusted to obtain a new IVR middle platform.

2. An IVR process execution method, characterized in that: Applied to the IVR middle station, the IVR process execution method includes: In response to a call event request from the telephone platform, obtaining an IVR process identifier from the call event request; By starting the IVR process instance identified by the IVR process, responding to the real-time interaction request of the telephone platform, performing business processing, and returning the final result of the business processing to the telephone platform.

3. The IVR process execution method according to claim 2, characterized in that: The steps of performing business processing include: Create business processing tasks based on real-time interactive requests from the telephone platform; In the IVR process instance, the business data of the business system is called by the business processing task to perform business processing on the real-time interaction request to obtain a final result of the business processing.

4. The IVR process execution method according to claim 2, characterized in that: After the step of responding to the real-time interaction request of the telephone platform and performing business processing, the method further comprises: Monitor the real-time business processing results obtained in response to the real-time interaction request of the telephone platform to obtain monitoring data; The execution status of the IVR process instance is determined according to the monitoring data, so as to determine whether to return the final result of the business processing to the telephone platform according to the execution status.

5. The IVR process execution method according to claim 2, characterized in that: The step of returning the final result of the business processing to the telephone platform includes: According to the final result of the business processing, referring to the VXML document template, assigning values ​​to each real-time VXML document to obtain each VXML document, wherein each real-time VXML document is generated when interacting with the telephone platform in real time; Each VXML document is returned to the phone platform.

6. The IVR process execution method according to claim 2, characterized in that: While responding to the call event request of the telephone platform, the method includes: Acquire a call identifier from the call event request; Acquire session data through the call identifier, cache the session data and preset an effective storage period, wherein the session data includes call data, process data and service data; If the actual storage period exceeds the preset effective storage period, the cached session data is cleared.

7. An IVR process visualization device, characterized in that: The IVR process visualization device comprises: a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the computer program is configured to implement the steps of the IVR process visualization method according to claim 1.

8. An IVR middle station, characterized in that: The IVR middle station includes: a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the computer program is configured to implement the steps of the IVR process execution method according to any one of claims 2 to 6.

9. A storage medium, characterized in that: The storage medium is a computer-readable storage medium, and a computer program is stored on the storage medium. When the computer program is executed by the processor, the IVR process visualization method according to claim 1 is implemented, and / or the steps of the IVR process execution method according to any one of claims 2 to 6 are implemented.

10. A computer program product, characterized in that The computer program product comprises a computer program, and when the computer program is executed by a processor, the computer program implements the IVR process visualization method according to claim 1, and / or implements the steps of the IVR process execution method according to any one of claims 2 to 6.

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