CN101287172A - Automatic response method and system - Google Patents
Automatic response method and system Download PDFInfo
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- CN101287172A CN101287172A CNA2008101131601A CN200810113160A CN101287172A CN 101287172 A CN101287172 A CN 101287172A CN A2008101131601 A CNA2008101131601 A CN A2008101131601A CN 200810113160 A CN200810113160 A CN 200810113160A CN 101287172 A CN101287172 A CN 101287172A
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Abstract
The invention discloses a method and a system for automatic response: a user command sent by a user is received and analyzed; if the user command analyzed is a setting command aiming at setting rules of the automatic response, the setting on the rules of the automatic response is carried out according to the setting command; a calling party is automatically called according to the rules of the automatic response set by the user when the calling party contacts the user. The method and the system realize user-defined response and ensure that the user can customize the automatic response according to self-needs, thus realizing the diversified, individualized and customizable automatic self-need function, response to different contents according to different calling party at different times and preventing mistakes and losses caused by improper response.
Description
Technical field
The present invention relates to communication technical field, particularly automatic reply method and system.
Background technology
In the existing communication network, automatically replying is a very general application, when dialing phone number, if called mobile phone poor signal, can't connect, generally all can send voice suggestion for automatically the user who dials phone number, as " subscriber absent ", " user temporarily can't connect " or the like, when called mobile phone shuts down, generally all can point out calling subscriber's " user shuts down " or the like.These all are some automatic reply contents that communication network operator pre-sets, and these automatically reply and can send different voice suggestions to the calling subscriber according to called subscriber's state, thereby allow the calling subscriber can understand the present state of called subscriber.
But the content that existing automatic answering system is replied and the rule of answer are that operator pre-sets, it is the answer of fixing, to all users all is identical, the user has no idea to make amendment and be provided with according to the needs of self, therefore can't realize variation, personalized and customizable function, such as pointing out " user shuts down " to the caller network in the prior art, what former thereby shutdown the called subscriber is because so, the calling subscriber still can't learn, sometimes this can cause very big influence to the user, such as not driving mobile phone aboard, if at this moment the someone dials user's phone number, this moment, network will be pointed out the calling subscriber, called mobile phone shuts down, if but the calling subscriber makes a call this is to want to talk a deal, do not know but why the called subscriber shuts down, probably can think the called subscriber not have sincerity and abandon and called subscriber's business contact, the called subscriber is suffered a loss, or this phone is to come round to know that the called subscriber has been employed by company or other critical events, the called subscriber can suffer serious loss because may be misunderstood equally, therefore, the automatic answering system of prior art can not carry out self-defining answer according to user's needs, makes the user incorrectly be misunderstood and lose because of replying.And, in the prior art, automatic answering system only provides voice suggestion to reply to the calling party's incoming call that adopts liaison mode, does not provide the function that automatically replies for calling party's incoming call of modes such as note, mail, makes the scope of application that automatically replies also be restricted.
Summary of the invention
The embodiment of the invention provides a kind of automatic reply method, can realize the User Defined answer.
The embodiment of the invention provides a kind of automatic answering system, can realize the User Defined answer.
For achieving the above object, technical scheme of the present invention specifically is achieved in that
A kind of automatic reply method, this method comprises:
Receive and resolve the user instruction that the user sends;
If the user instruction after resolving is at automatically replying the instruction that is provided with that rule is provided with, then according to instruction being set to automatically replying rule setting;
When calling party and customer contact, the calling party is automatically replied according to the described rule that automatically replies.
A kind of automatic answering system, this system comprises:
Command analysis module is used to receive and resolve the user instruction that the user sends, if the user instruction after resolving is at automatically replying the instruction that is provided with that rule is provided with, instruction then will be set sends to rule module is set;
Rule is provided with module, is used to receive the described instruction that is provided with, and instruction is set to automatically replying rule setting according to described;
Automatically reply module, be used for when calling party and customer contact, the rule that automatically replies that the module setting is set according to described rule automatically replies the calling party.
As seen from the above technical solutions, of the present invention this by receiving and resolve the user instruction that the user sends, the user instruction after resolving be at automatically reply that rule is provided with instruction is set the time, according to instruction being set to automatically replying rule setting; When calling party and customer contact, the method and system that rule automatically replies the calling party that automatically reply according to user's setting, realized the User Defined answer, make the user to automatically reply according to the needs customization of oneself, realize variation, personalized and the customizable function that automatically replies can be at different time, different calling partys is replied different contents, avoids because of replying incorrect misunderstanding that causes and loss.
Description of drawings
Fig. 1 is the automatic reply method flow chart of the embodiment of the invention;
Fig. 2 is the automatic answering system structure chart of the embodiment of the invention.
Embodiment
For making purpose of the present invention, technical scheme and advantage clearer, below with reference to the accompanying drawing embodiment that develops simultaneously, the present invention is described in more detail.
The embodiment of the invention mainly is by receiving and resolve the user instruction that the user sends, carry out different operations according to different user instructions, user instruction after resolving be at automatically reply that rule is provided with instruction is set the time, according to instruction being set to automatically replying rule setting; Then can according to automatically reply rule that user be provided with to calling party automatically reply if calling party and customer contact are arranged this moment, makes the user to automatically reply according to the needs customization of oneself, avoids replying incorrect misunderstanding that causes and loss.
Fig. 1 is the automatic reply method flow chart of the embodiment of the invention, and as shown in Figure 1, this flow process comprises:
Owing to support multiple contact method in the communication network, therefore describe for convenient, the calling party in represents to comprise the side that initiatively initiates to get in touch with the user by modes such as phone, note, mails and initiate to get in touch in full.
In the step 101, when receiving user instruction, automatic answering system can be by a service number that is provided with in communication network, as 10022 or the like, receives user's instruction, the same with other Subscriber Numbers in the communication network, the user can pass through forms such as note, phone and send instruction to this service number, in addition, if automatic answering system can also be provided with the user instruction that an addresses of items of mail receives lettergram mode, certainly, other any type of instructions all are fine.Automatic answering system will be resolved the content of user instruction after receiving user instruction, resolve the successfully laggard step 102 of going into, if resolve unsuccessfully, not carry out subsequent step, perhaps return miscue to the user.
In addition, receive user instruction in the step 101 after, can be earlier user's identity be authenticated, if authenticating user identification passes through, then continue to resolve user instruction, otherwise do not resolve user instruction, return miscue.During concrete authentication, can adopt several different methods, such as requiring to input password, perhaps the Subscriber Number crossed of authentication storage etc. in advance can be determined according to concrete needs.Certainly, can also adopt gradation to charge, after receiving user instruction, can send charge information to charge system, the prompting charge system is chargeed.
The user instruction that parses in step 101 can be at the instruction that is provided with that automatically replies the rule setting, also can be other instruction, and concrete instruction rule can be formulated as required, below for a specific example:
If the default user instruction rule of automatic answering system is [answer object]+[operation]+[turnaround time]+[reply content].
Wherein [answer object] just is meant the condition that can trigger the caller-marking that automatically replies, the user can be provided with different answer rules at different calling partys, [answer object] can be calling party's addresses of items of mail, caller rs number or other signs, also can use asterisk wildcard, for example " 010 " representing front three is all numbers of 010, " " represent all numbers or the like, certainly, asterisk wildcard can also be " * " or other character.
The operation that [operation] expression user carries out such as being " setting ", " cancellation ", " inquiry " " help " or the like, represents specifically here that certainly the word of these operations also can be used forms such as English, phonetic or numeral.
[turnaround time] expression can trigger the time conditions that automatically replies, and the user can be provided with different answers at the different time periods, and concrete form can be 2008-08-08-11:00-2008-08-08-15:00 or the like.
The concrete automatic reply content of [reply content] expression.
[answer object] and [turnaround time] can be referred to as the trigger condition that automatically replies, and this condition can also be set arbitrarily as required certainly.
In step 102, if the user instruction after resolving is one instruction is set, also use top example, [operation] that be the user is for being provided with, system will be to automatically replying rule setting so, just trigger condition and the reply content that automatically replies is provided with, for example [answer object], [turnaround time], [reply content] are provided with, and add one and automatically reply rule or cover the former rule that automatically replies.If [operation] is cancellation, so system will cancel regulation in the instruction trigger condition automatically reply rule, certain, specifically how to operate, can determine as required.
In the step 103, when calling party and customer contact, need to judge whether the calling party satisfies the trigger condition that automatically replies rule, the time of origin of calling party's number and calling party and customer contact for example, when satisfying the trigger condition that automatically replies, the reply content that is provided with is replied to the calling party.
The form that the calling party is replied can be various, such as note, voice, mail etc., certainly, in order to adapt to calling party's use habit, can reply according to the employed form of calling party, adopt short message mode to send information, then reply with short message mode such as the calling party, if the calling party adopts the phone form, then can adopt voice suggestion to reply.Certainly, also can be provided with by user oneself, such as the parameter of in instruction and rule, adding [answer mode], make different answer modes also different reply contents can be arranged, can also adopt various ways to reply simultaneously during answer, to guarantee that the calling party can receive the content that automatically replies.
In addition, automatic answering system can also be with the relevant information of user instruction, and the relevant information that automatically replies saves as historical record, automatically reply rule and automatically replying of having triggered etc. for user inquiring by the user instruction setting, the relevant information of user instruction for example the user when send what the instruction etc., automatically reply relevant information for example calling party's number what is, the time that the calling party initiates to get in touch, or the like, can adopt the mode of database to store, and for the user provides several data library searching mode, for example by date, time retrieval; According to number retrieve, by the retrieval of number section, by the reply content retrieval etc.The user can by query statement inquiry by the user instruction setting automatically reply rule and/or automatically replying of having triggered, understand what the rule that automatically replies that is provided with at present is, and whom carried out automatically replying or the like relevant information to.Step of preserving and the concrete step that automatically replies are independently, can at any time preserve these information, certainly, as preferred embodiment, can can when being automatically replied, the calling party preserve and automatically reply relevant information having resolved instruction and back preservation user instruction relevant information successfully being set.During these information of user inquiring, also can finish, for example, then send Query Result to the user if the user instruction after resolving in the step 101 is a query statement by user instruction.
The user understands and the use automatic answering system for convenience, can also be when the parsing user instruction be help command, reply how to use the detailed help explanation that automatically replies to the user, such as the rule of instruction, function that automatic answering system can be realized, expense or the like.
Below for several concrete examples:
Example one: automatic answering system receives that user's short message content is:? + setting+2008-08-08-11:00-2008-08-08-15:00+ " I please got in touch with me after 15 o'clock aboard ".
Then parse user instruction for instruction is set, the user need be provided with and automatically reply rule, and trigger condition is a point in 11 o'clock to 2008 on Augusts 8,15 on the 8th August in 2008, all numbers, and the content that automatically replies is " I please got in touch with me after 15 o'clock aboard "; At this moment, automatic answering system will be provided with according to this rule, and automatically reply according to this rule.
Does example two: automatic answering system receive that user's short message content is: 010? + message+2008-08-08-11:00-2008-08-08-15:00+ " I please got in touch with me after 15 o'clock aboard ".
Then parse user instruction for instruction is set, the user need be provided with and automatically reply rule, and trigger condition is a point in 11 o'clock to 2008 on Augusts 8,15 on the 8th August in 2008, and front three is 010 number, the content that automatically replies is " I please got in touch with me after 15 o'clock aboard "; At this moment, automatic answering system will be provided with according to this rule, and automatically reply according to this rule.
Example three: automatic answering system receives that user's short message content is:? + cancellation+2008-08-08-11:00-2008-08-08-15:00.
Then parse user instruction for instruction is set, the user need cancel and automatically replying, and the time is cancelled automatically replying all of all numbers at point in 11 o'clock to 2008 on Augusts 8,15 on the 8th August in 2008.At this moment, automatic answering system will be provided with according to this rule, and in this time period any number automatically not replied, if [turnaround time] part leaves a blank, can think then to cancel that free automatically reply.
Example four: automatic answering system receives that user's short message content is: " inquiry is provided with ".
User instruction after then resolving is a query statement, the user needs the relevant information of inquiring user instruction, this moment, when automatic answering system can will receive that the Query Result of information such as user instruction returns the user as automatically replying rule, system, the mode of returning the user is any, as note, voice, mail etc.Certainly, the condition of inquiry can be varied, such as the time of pressing, date, number, number section, reply content etc.
Example five: automatic answering system receives that user's short message content is: " response to query ".
User instruction after then resolving is a query statement, the user need inquire about the relevant information that automatically replies, this moment, automatic answering system can be with automatically replying of having triggered as all, Query Results such as calling party's number, time of origin return the user, the mode of returning the user is any, as note, voice, mail etc.Certainly, the condition of inquiry can be varied, such as inquiries such as the time of pressing, date, number, number section, reply contents.
Example six: automatic answering system receives that user's short message content is: " help ".
User instruction after then resolving is a help command, and automatic answering system will return to the user and help explanation this moment, and the mode of returning the user is any, as note, voice, mail etc.
It more than is object lesson for the note instruction, if the user sends user instruction with liaison mode, can carry out voice suggestion guiding user step by step and automatically reply setting, dialed the number of automatic answering system such as the user, this moment, automatic answering system can point out the user to import the operation that need carry out, be setting as 1,2 are cancellation, 3 are inquiry or the like, the operation of selecting according to the user afterwards continues prompting, after for example the user selects to be provided with, point out user's input object number successively, time, and the record reply content, this reply content can adopt record type to preserve, and can certainly adopt speech recognition technology to be converted into other modes and preserve.
Introduce the automatic reply method of the embodiment of the invention above, below, will introduce a kind of automatic answering system of the embodiment of the invention in detail.
Fig. 2 is the automatic answering system structure chart of the embodiment of the invention, and as shown in Figure 2, this system comprises that command analysis module 201, rule are provided with module 202 and automatically reply module 203.
Rule is provided with module 202 and is used for receiving instruction is set, according to instruction being set to automatically replying rule setting;
Automatically reply module 203 and be used for when calling party and customer contact, the rule that automatically replies that module 202 settings are set according to rule automatically replies the calling party.
Wherein, rule is provided with module 202 and comprises:
Trigger condition is provided with unit 213, is used for the trigger condition that automatically replies is provided with.
Reply content is provided with unit 214, is used for reply content is provided with.
Automatically replying module 203 comprises:
Trigger condition judging unit 215 is used to judge that the calling party sends a telegram here whether satisfies the trigger condition that automatically replies.
Wherein rule is provided with module 202 and may further include:
The answer form is provided with unit 217, is used for the answer form that automatically replies is provided with;
Described answer unit 216, be used for judging that at trigger condition judging unit 215 calling partys send a telegram here when satisfying the trigger condition that automatically replies, reply content be provided with reply content that unit 214 is provided with according to the answer form answer form that unit 217 is provided be set and reply to the calling party.
Preferably, trigger condition is provided with unit 213 and comprises:
Caller rs number is provided with subelement 218, is used to be provided with the number condition that triggers the calling party who automatically replies.
And/or calling party's incoming call time is provided with subelement 219, is used to be provided with the incoming call time conditions that triggers the calling party who automatically replies.
Preferably, command analysis module 201 can comprise:
Note resolution unit 207 is used to receive and resolve the user instruction of note form.
And/or phone resolution unit 208 is used to receive and resolve the user instruction of phone form.
And/or mail resolution unit 209 is used to receive and resolve the user instruction of mail form.
Preferably, replying unit 216 can comprise:
And/or speech answering subelement 211 is used for judging that at trigger condition judging unit 215 calling partys send a telegram here when satisfying the trigger condition that automatically replies, and reply content is provided with the reply content that unit 214 is provided with replys to the calling party with the voice suggestion form.
And/or mail revertant unit 212 is used for judging that at trigger condition judging unit 215 calling partys send a telegram here when satisfying the trigger condition that automatically replies, and reply content is provided with the reply content that unit 214 is provided with replys to the calling party with the mail form.
Preferably, this system can also comprise authentication module 204.
Preferably, this system can also comprise historical record module 205.
Preferably, if the user instruction after command analysis module 201 is resolved is a query statement, then the relevant information of the user instruction described history module 205 preserved according to query statement of command analysis module 201 and the relevant information that automatically replies are inquired about, and send the information such as rule and/or automatically replying of having triggered that automatically reply of passing through the user instruction setting that inquire to the user.
Preferably, this system can also comprise user aid module 206;
Preferably, rule is provided with module 202 and specifically is used for the trigger condition and the reply content that automatically reply are provided with.
Automatically replying module 203 specifically is used for when the calling party satisfies the described trigger condition that automatically replies the reply content that is provided with being replied to the calling party.
By the above embodiments as seen, the embodiment of the invention is by receiving and resolve the user instruction that the user sends, the user instruction after resolving be at automatically reply that rule is provided with instruction is set the time, according to instruction being set to automatically replying rule setting; When calling party and customer contact, the rule that automatically replies that is provided with according to the user automatically replies the calling party, realized the User Defined answer, make the user to automatically reply according to the needs customization of oneself, realize variation, personalized and the customizable function that automatically replies can be at different time, different calling partys is replied different contents, avoids because of replying incorrect misunderstanding that causes and loss.In addition, authentication module has been realized the authentication to user identity, and history module makes the user can inquire about various information, and help module can be user-friendly to system.In addition, various answer form and user instruction form make the scope of application of automatic answering system enlarge, and the calling party is contact user in any form, can receive to automatically reply.
Institute is understood that; the above is a better embodiment of the present invention only, and is not intended to limit the scope of the invention, and is within the spirit and principles in the present invention all; any modification of being made, be equal to replacement, improvement etc., all should be included within protection scope of the present invention.
Claims (17)
1, a kind of automatic reply method is characterized in that, this method comprises:
Receive and resolve the user instruction that the user sends;
If the user instruction after resolving is at automatically replying the instruction that is provided with that rule is provided with, then according to instruction being set to automatically replying rule setting;
When calling party and customer contact, the calling party is automatically replied according to the described rule that automatically replies.
2, automatic reply method as claimed in claim 1 is characterized in that, and is described to automatically replying rule setting, comprising:
Trigger condition and the reply content that automatically replies is provided with;
Describedly the calling party automatically replied comprise according to automatically replying rule:
When the calling party satisfies the described trigger condition that automatically replies, the reply content that is provided with is replied to the calling party.
3, automatic reply method as claimed in claim 2 is characterized in that, the described trigger condition that automatically replies comprises: caller rs number, and/or the calling party sends a telegram here the time.
4, automatic reply method as claimed in claim 3 is characterized in that, and is described to automatically replying rule setting, further comprises:
The answer form that automatically replies is provided with;
Describedly the calling party automatically replied comprise: when the calling party satisfies the described trigger condition that automatically replies, described the reply content that is provided with is replied to the calling party according to the answer form that is provided with according to automatically replying rule.
As each described automatic reply method in the claim 1～4, it is characterized in that 5, the form of described user instruction is note or phone or mail;
And/or,
The described form that the calling party is automatically replied is a note, and/or, voice, and/or, mail.
As each described automatic reply method in the claim 1～4, it is characterized in that 6, further comprise before the user instruction that described parsing user sends: the identity to the user authenticates, if authentication is passed through, then carries out the step of described parsing user instruction.
7, as each described automatic reply method in the claim 1～4, it is characterized in that, this method further comprises: preserve the relevant information of described user instruction and the relevant information that automatically replies, if the user instruction after resolving is a query statement, then the relevant information of the described user instruction preserved and the relevant information that automatically replies are inquired about according to query statement, and to the user send inquire pass through the user instruction setting automatically reply rule and/or automatically replying of having triggered.
8, as each described automatic reply method in the claim 1～4, it is characterized in that this method also comprises:, then send and use the detailed help explanation that automatically replies to the user if the user instruction after resolving is a help command.
9, a kind of automatic answering system is characterized in that, this system comprises:
Command analysis module is used to receive and resolve the user instruction that the user sends, if the user instruction after resolving is at automatically replying the instruction that is provided with that rule is provided with, instruction then will be set sends to rule module is set;
Rule is provided with module, is used to receive the described instruction that is provided with, and instruction is set to automatically replying rule setting according to described;
Automatically reply module, be used for when calling party and customer contact, the rule that automatically replies that the module setting is set according to described rule automatically replies the calling party.
10, automatic answering system as claimed in claim 9 is characterized in that, described rule is provided with module and comprises:
Trigger condition is provided with the unit, is used for the trigger condition that automatically replies is provided with;
Reply content is provided with the unit, is used for reply content is provided with;
The described module that automatically replies comprises:
The trigger condition judging unit is used to judge that the calling party sends a telegram here whether satisfies the trigger condition that automatically replies;
Reply the unit, be used for sending a telegram here when satisfying the trigger condition that automatically replies described trigger condition judgment unit judges calling party, the reply content that described reply content is provided with the unit setting is replied to the calling party.
11, automatic answering system as claimed in claim 10 is characterized in that, described rule is provided with module and further comprises:
The answer form is provided with the unit, is used for the answer form that automatically replies is provided with;
Described answer unit, be used for sending a telegram here when satisfying the trigger condition automatically reply described trigger condition judgment unit judges calling party, the reply content that described reply content is provided with the unit setting is replied to the calling party according to the answer form that described answer form is provided with the unit setting.
12, automatic answering system as claimed in claim 10 is characterized in that, described trigger condition is provided with the unit and comprises:
Caller rs number is provided with subelement, is used to be provided with the condition of the number that triggers the calling party who automatically replies;
And/or,
Calling party's incoming call time is provided with subelement, is used to be provided with the send a telegram here condition of time of the calling party who automatically replies that triggers.
13, as each described automatic answering system in the claim 9～12, it is characterized in that described command analysis module comprises:
The note resolution unit is used to receive and resolve the user instruction of note form;
And/or the phone resolution unit is used to receive and resolve the user instruction of phone form;
And/or the mail resolution unit is used to receive and resolve the user instruction of mail form.
As each described automatic answering system in the claim 10～12, it is characterized in that 14, described answer unit comprises:
The message reply subelement is used for sending a telegram here when satisfying the trigger condition automatically reply described trigger condition judgment unit judges calling party, and the reply content that described reply content is provided with the unit setting is replied to the calling party with the note form;
And/or the speech answering subelement is used for sending a telegram here when satisfying the trigger condition automatically reply described trigger condition judgment unit judges calling party, and the reply content that described reply content is provided with the unit setting is replied to the calling party with the voice suggestion form;
And/or mail revertant unit is used for sending a telegram here when satisfying the trigger condition automatically reply described trigger condition judgment unit judges calling party, and the reply content that described reply content is provided with the unit setting is replied to the calling party with the mail form.
15, as each described automatic answering system in the claim 9～12, it is characterized in that this system also comprises authentication module;
Described command analysis module sends to described authentication module with the user instruction of receiving, described authentication module authenticates user's identity, if authenticating user identification passes through, then described command analysis module is resolved user instruction.
16, as each described automatic answering system in the claim 9～12, it is characterized in that this system also comprises:
History module is used to preserve the relevant information of user instruction and the relevant information that automatically replies;
If the user instruction after described command analysis module is resolved is a query statement, the relevant information of the described user instruction that then described command analysis module is preserved described history module according to query statement and the relevant information that automatically replies are inquired about, and to the user send inquire pass through the user instruction setting automatically reply rule and/or automatically replying of having triggered.
17, as each described automatic answering system in the claim 9～12, it is characterized in that this system also comprises the user aid module;
Described user aid module is used to preserve the detailed help explanation that use automatically replies;
User instruction after described command analysis module is resolved is a help command, the detailed help explanation that the use that then described command analysis module reads from described user aid module to user's transmission automatically replies.
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