IVR systems use emotion detection to take appropriate action based on the customer's emotional state.

Abstract

The IVR (2) system used in call centers for communication with customers is a system that enables the detection of emotions by voice analysis of customers and taking action accordingly;The system includes a voice call unit (1) that enables customers to make voice calls with IVR (2) systems, an IVR (2) that recognizes and directs voice and transmits a copy of the voice conversations to the emotion detection unit (3), an emotion detection unit (3) that analyzes the customer's voice and detects their emotional state and transmits the detected emotion to the emotion action unit (4), an emotion action unit (4) that determines the action to be taken on the customer according to the detected emotional state, and special menus (5) that enable communication with the customer according to their emotional state by using usage-based actions and menus that the business will develop and diversify according to its own needs, customized according to the purpose of use of the existing IVR (2) system.

Description

1 TARIFF IVR systems detect emotions and take action based on the customer's emotional state. and method Technical Area The invention relates to IVR (Interactive Voice Response) systems used in call centers for communication with customers. By adding features to Interactive Voice Response (IVR) systems, it enables users of IVR systems to... 10 Detecting customer emotions through voice analysis and taking action accordingly It relates to the system and method that provides it. State of the Art Today, in IVR (Interactive Voice Response) systems, customer requests and demands are conveyed via voice commands or 15 It is obtained via keypad entry. These rule-based applications are beneficial to the company. This can often lead to negative experiences for customers. The reason for this is... These systems operate according to a specific set of rules. Therefore, existing solutions... without considering the user's stressful, angry, panicked, or other emotional states It offers the same IVR experience to all users. Menus and wait times are 20 for all customers. It's the same thing. It doesn't make the customer feel special and often leads to a bad customer experience. open and stable responses and outputs that do not react according to the customer's specific emotional state. Fixed systems are insufficient in terms of ensuring customer satisfaction. The patent document numbered US7940914B2, which emerged as a result of technical research, states that 25 a system that enables emotion detection through voice signals in a call center environment The system and method are explained. The document in question describes the pitch of speech. Statistical features are extracted from acoustic parameters such as energy and speech velocity, and These attributes are evaluated through a classifier to determine the speaker's anger, sadness, etc. It is determined which emotion category the person falls into, such as fear, happiness, or neutrality. 30 The document also includes monitoring the conversation between the customer and the customer representative and addressing any negative issues. If the emotional state is determined, the ability to assess the situation and intervene if necessary. The process of notifying the manager is also explained. 2 However, the document in question states that the emotional state detected occurred while the interview was ongoing. The goal is to restructure the menu flow presented to the customer by feeding feedback into the IVR system. That is not the issue. In conclusion, due to the negative aspects described above and the current solutions, topic 5 Due to its shortcomings, it has become necessary to make improvements in the relevant technical field. Purpose of the Invention The invention represents a new breakthrough in this field, unlike the structures used in the current technology. The aim is to create a structure with different technical specifications that bring these elements together. The primary purpose of the invention is to target IVR (Interactive Voice Response) systems in call centers. By identifying customer sentiment, actions can be taken to increase customer satisfaction. to provide. 15 One aim of the invention is to determine the emotional state of a customer making a voice call through their voice data. (anger, dissatisfaction, indecision, neutral, positive, etc.) in real time while the conversation is ongoing. The aim is to ensure that it is identified as such. Another aim of the invention is to dynamically adjust the IVR menu flow according to the detected emotion state. restructuring it in a way that is appropriate to the customer's current emotional state. The aim is to provide menu options and solutions. Another aim of the invention is to reduce call abandonment rates and to increase the average call duration to 25 minutes. The aim is to shorten the timeframe and increase the resolution rate on first contact. Another purpose of the invention is to determine the customer's emotional state after the interview is completed. the assessment and, if a negative emotional state is detected, the relevant customer representative The goal is to create a callback task again. 30 Another purpose of the invention is to offer campaigns, rewards, to customers who are identified as being in a negative emotional state. offering coupons, discounts and similar compensation options; thus preventing the risk of loss regaining customer satisfaction and reducing customer churn to provide. 35 3 Another aim of the invention is to enable actions corresponding to emotional states, depending on the system used and through a rule structure that can be configured according to the business's own needs enabling different businesses in different sectors to define themselves on the same system. The goal is to enable them to create action sets. 5 Another aim of the invention is to integrate the mood detection module with the currently used IVR system. Adding a module to the existing system without needing to completely change the infrastructure. The goal is to ensure that it can be integrated. To fulfill the purposes described above, the invention is used for communication with the customer. Emotion detection through voice analysis of customers using IVR systems in call centers. It is a system that enables actions to be taken accordingly, and its feature is;  A voice call unit that enables customers to make voice calls with IVR systems,  Speech recognition and routing, and emotion detection by copying spoken words. 15 IVR that transmits to the unit,  By analyzing the customer's voice, it determines and detects their emotional state. The emotion detection unit transmits the perceived emotion to the mood action unit.  Action to be taken specifically for the customer based on the identified emotional state The mood action unit that enables its determination, 20  The existing IVR system is customized according to its intended use, reflecting emotional states. the business that will use it will develop and diversify it according to its own needs. By using usage-based actions and menus, the customer is engaged according to their mood. personalized menus based on mood, enabling communication. It includes. 25 The structural and characteristic features and all the advantages of the invention are given in the figures below. Thanks to the detailed explanation written with references to the figures, it becomes clearer. This will be understood, and therefore the evaluation should also take these figures and detailed explanations into account. It must be done by taking 30. Figures that will help understand the invention. Figure 1 shows a general representation of the system that is the subject of the invention. Figure 2 is a schematic representation of the method described in the invention. 35 4 The drawings do not necessarily need to be scaled and are necessary for understanding the invention. Details that are not present may have been overlooked. Furthermore, at least to a large extent... Elements that are identical or at least have substantially identical functions are numbered the same. It is shown. Explanation of Part References 1. Voice call unit 2. IVR 3. Emotion detection unit 10 4. Mood Action Unit 5. Special menus according to mood. 1001. Customer's voice call via voice call unit (1) with IVR (2) system doing, 15 1002. Emotions obtained during voice calls by the IVR (2) system to be forwarded to the detection unit (3), 1003. Determining the customer's emotional state through voice analysis performed in the emotion detection unit (3). being done, 1004. The detected emotional state is evaluated by the emotion detection unit (3) as emotional state 20 forwarding to the action unit (4), 1005. In the mood action unit (4), the transmitted mood and the business with IVR (2) Action to be taken specific to the customer is determined by analyzing the system's function. determination, 1006. The action data generated in the mood action unit (4) is sent to the IVR (2) system 25 by communicating this information and implementing customized actions based on the customer's emotional state. 1007. Through mood-specific menus (5) integrated into the IVR (2) system By interacting with the customer, menus are customized to the customer's mood. and the presentation of answers, 1008. Termination of the conversation conducted in the voice call unit (1). 30 Detailed Description of the Invention In this detailed explanation, the preferred configurations of the invention are not merely for better understanding the subject. 35 It is explained. The invention relates to IVR (Interactive Voice Response) systems used in call centers for communication with customers. By adding features to their systems, they can analyze the emotions of customers using IVR systems through voice analysis. It relates to the system and methods that enable detection and subsequent action. The elements and functions used in the system and method that are the subject of the invention are as follows: The voice call unit (1) enables customers to make voice calls with IVR (2) systems. It is a unit. IVR (2) performs voice recognition and routing and copies spoken words to the emotion. It is the voice response system that transmits to the detection unit (3). The emotion detection unit (3) detects the customer's emotional state by analyzing their voice. It is the unit that carries out and transmits the detected emotion to the mood action unit (4). 15 The mood action unit (4) takes action on the customer according to the detected mood. It is the unit that determines the action to be taken. Actions will be taken on a business and customer basis. The action is determined in this unit. Special menus according to mood (5), according to the purpose of use of the existing IVR (2) system customized, using emotional states to suit the business's own needs. By developing and diversifying usage-based actions and menus, it will connect with the customer emotionally. These are menus that enable communication depending on the situation. The invention works on the following principle: Customers contact call centers to have their requests and demands met, and this communication... During the conversation, they make a voice call through the voice call unit (1). During this time, IVR (2) systems respond to customers according to certain rules. Voice call 30 The voice data obtained during the process is transmitted to the emotion detection unit (3). In the emotion detection unit (3) The customer's emotional state is determined through voice analysis. The detected emotional state... The mood is transmitted to the action unit (4). The mood action unit (4) transmits the mood. It performs sentiment analysis according to the situation and function of the business and IVR (2) system. and actions to be taken are determined. These actions are determined by the business using the IVR (2) system. It is specific. The action data generated in the mood action unit (4) is transmitted to the IVR (2) system, 6 Through mood-specific menus (5) integrated into the IVR (2) system, the customer Through interaction, customized actions are performed according to the customer's emotional state. In this way, customer satisfaction is ensured. Mood-specific menus (5) and mood The situation action unit (4) can be shaped according to the needs of the business. The steps involved in the process carried out with the system that is the subject of the invention are listed below:  The customer makes a voice call through the voice call unit (1) with the IVR (2) system. (1001),  Emotion detection of voice data obtained during voice call by IVR (2) system (1002), 10 to the unit (3)  Determining the customer's emotional state through voice analysis performed in the emotion detection unit (3). (1003),  The emotional state detected is taken into account by the emotional state action unit (3) (1004), to be sent to the unit (4),  In the mood action unit (4), the transmitted mood and the business with IVR (2) 15 Action to be taken specific to the customer is determined by analyzing the system's function. determination (1005),  By transmitting the action data generated in the mood action unit (4) to the IVR (2) system Implementing customized action according to the customer's emotional state (1006),  Through mood-specific menus (5) integrated into the IVR (2) system 20 By interacting with the customer, menus are customized to the customer's mood. and the presentation of answers (1007),  Termination of the interview conducted in the voice interview unit (1) (1008).

Claims

7 REQUESTS 1. Call centers using IVR (2) system used for communication with customers Detecting customers' emotions through voice analysis and taking action accordingly. It is a system that provides and features; 5  voice call that enables customers to make voice calls with IVR (2) systems unit (1),  Speech recognition and routing, and emotion detection by transcribing spoken words. IVR (2) transmitting to unit (3),  By analyzing the customer's voice, it determines their emotional state and detects 10 Emotion detection unit (3), which transmits the received emotion to the mood action unit (4),  Action to be taken specifically for the customer based on the identified emotional state The mood action unit that enables determination (4),  The mood is customized according to the purpose of use of the existing IVR (2) system. 15 that the business using it will develop and diversify according to its own needs. By using usage-based actions and menus, the customer is engaged according to their mood. Special menus according to mood which enables communication (5) It includes.

2. 20 using IVR (2) system in call centers used for communication with customers Detecting customers' emotions through voice analysis and taking action accordingly. It is a method that provides; its characteristic is;  Customer's voice call via voice call unit (1) with IVR (2) system to do (1001),  The voice data obtained during the voice call is processed by the IVR (2) system to detect emotions. 25 (1002), to be sent to the detection unit (3),  Determining the customer's emotional state through voice analysis performed in the emotion detection unit (3). (1003),  The emotional state detected by the emotional state detection unit (3) (1004), 30 to be forwarded to the action unit (4).  In the mood action unit (4), the transmitted mood and the business with IVR (2) Action to be taken specific to the customer is determined by analyzing the system's function. determination (1005),  Action data generated in the mood action unit (4) to the IVR (2) system 35 (1006), 8  Through mood-specific menus (5) integrated into the IVR (2) system By interacting with the customer and providing a customized solution based on their emotional state. Presentation of menus and answers (1007),  Termination of the interview conducted in the voice interview unit (1) (1008) It includes the steps of the process. 5

Images