CN105025178B - Interactive voice response is converted to the method and system of interactive text response - Google Patents
Interactive voice response is converted to the method and system of interactive text response Download PDFInfo
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- CN105025178B CN105025178B CN201410158636.9A CN201410158636A CN105025178B CN 105025178 B CN105025178 B CN 105025178B CN 201410158636 A CN201410158636 A CN 201410158636A CN 105025178 B CN105025178 B CN 105025178B
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Abstract
The present invention provides a kind of method that interactive voice response is converted to interactive text response, comprises the following steps：The client end AP P of interactive text response is installed in mobile phone；Client end AP P receives the relevant information that cell phone application server is sent after connection is established with cell phone application server；After client end AP P establishes connection with ivr server, ivr server obtains client's essential information, and the channel associated data information for turning manually to need by background server acquisition client from cell phone application server, and is transferred to corresponding technical ability group.Implementing the system of the above method includes client end AP P, addressable server and cell phone application server.The problem of present invention can solve traditional ivr server user and wait as long for voice to report services menu one by one, largely take traffic resource, and user experience is bad, and IVR enterprise customer's operation costs are high.
Description
Technical field
The present invention relates to a kind of conversion method, especially one kind to be converted to interactive text response by interactive voice response
Method and system.
Background technology
Today, whenever more harsh client is than ever, more diversification, knowledge are wider, ability is also stronger.They
Want to get in touch with call center through various channels whenever and wherever possible.In face of various challenges, understand by number of ways
The demand and preference of client, and personalized, convenient and consistent interacting activity is provided to them, at the same time also to reduce operation
Cost.The mode of traditional interactive voice response (IVR) cannot fully meet demand.
The content of the invention
Shortcoming present in regarding to the issue above, the present invention, which provides one kind, can solve traditional ivr server user
Wait as long for voice and report services menu one by one, largely take traffic resource, user experience is bad, IVR enterprise customers operation
The method and system that interactive voice response is converted to interactive text response of problem with high costs.
To achieve the above object, the present invention provides a kind of side that interactive voice response is converted to interactive text response
Method, comprises the following steps：
S1, in mobile phone install interactive text response client end AP P；
S2, client end AP P receive the related letter that cell phone application server is sent after connection is established with cell phone application server
Breath；
After S3, client end AP P and ivr server establish connection, ivr server obtains client's base from cell phone application server
This information, and the channel associated data information for turning manually to need by background server acquisition client, and it is transferred to corresponding technical ability group.
The above-mentioned method that interactive voice response is converted to interactive text response, wherein, in step s 2, including
Following two situations：
A, client end AP P is connected by default IP address with cell phone application server；
B, client end AP P is connected according to default IP address with addressable server, is obtaining the mobile phone corresponding to customer service number
After APP server ip address, it is connected with cell phone application server.
Above-mentioned should beat interactive voice with a stick the method for being converted to interactive text response, wherein, client end AP P passes through defeated
Enter account, password and identifying code so as to log in cell phone application server.
The above-mentioned method that interactive voice response is converted to interactive text response, wherein, cell phone application server leads to
Cross network to communicate with independent APP servers, independent APP servers are communicated with background server again, to obtain client's essential information
With client's account information, cell phone application server sends client's essential information of acquisition and client's account information to client
APP。
The above-mentioned method that interactive voice response is converted to interactive text response, wherein, in step s3, client
Mode of operation is set as after turning manual service that automatic dialing service calls, enter ivr server by PSTN nets by end APP.
The above-mentioned method that interactive voice response is converted to interactive text response, wherein, it is each in client end AP P
Layer service menu can synchronize renewal with each layer service menu in ivr server.
The above-mentioned method that interactive voice response is converted to interactive text response, wherein, collect in client end AP P
Into there is the multiple and corresponding application module of customer service number, a customer service number is called, then automatic start is corresponding applies mould
Block.
The present invention also provides a kind of system that interactive voice response is converted to interactive text response, including client
APP, addressable server and cell phone application server；
The client end AP P is connected by wireless network with the addressable server and the cell phone application server, and
It is connected by PSTN network with ivr server；
IVR customer services number and the cell phone application server ip associated with it are stored with the addressable server
Location；
The cell phone application server is placed in the DMZ areas of ivr server Intranet, it is by Intranet and ivr server into line number
According to interaction.
Above-mentioned system, wherein, the cell phone application server is communicated by network and independent APP servers, described
Independent APP servers are communicated with background server again, with obtain client's essential information and account information,.
Above-mentioned system, wherein, after client end AP P selections turn manually, service calls are dialed, IVR is entered by PSTN nets
Server, ivr server obtains client's essential information by webservice interfaces from cell phone application server, and passes through backstage
Server obtains the channel associated data information that client turns manually to need, so as to be transferred to corresponding technical ability group.
Compared with prior art, the present invention has the following advantages：
It can solve traditional ivr server user and wait as long for voice to report services menu one by one, largely take speech channel
The problem of resource, user experience is bad, and IVR enterprise customer's operation costs are high.
The present invention, will be existing interactive by mobile telephone interactive text response and legacy interactive voice answer-back slitless connection
Voice answer-back is changed into the interactive text response of mobile phone.User can be by the text menu of client end AP P, fast, intuitively
Respective services are selected, without waiting voice guide service menu one by one, so as to greatly shorten each transacting business of user
While time, more preferable user experience is obtained；While user session resource occupation is reduced, IVR enterprises are greatly reduced
The operation cost of user.
The present invention opens a faster, convenient customer interaction side for legacy interactive voice answer-back (IVR) system
Formula and channel.IVR enterprise customer's operation costs are being reduced, while improving user experience, are also providing one for IVR enterprise customers
A system application efficiently extends, the application platform of upgrading.
Brief description of the drawings
Fig. 1 is the flow chart of method part in the present invention；
Fig. 2 is the structure diagram of components of system as directed in the present invention；
Fig. 3 is the dialing interface schematic diagram of client end AP P in the present invention；
Fig. 4 is the first layer service menu interface schematic diagram of client end AP P in the present invention；
Fig. 5 is the user information inputting interface schematic diagram of client end AP P in the present invention.
Fig. 6 is the underlying traffic menu interface schematic diagram of client end AP P in the present invention.
Main Reference Numerals are described as follows：
1- client end AP P 2- cell phone application server 3- addressable servers
4- independence APP server 5- background server 6-IVR servers
Embodiment
As shown in Figure 1, present invention offer is a kind of should to beat interactive voice with a stick the method for being converted to interactive text response, bag
Include following steps：
S1, installation has the function of the client end AP P of interactive text response in smart mobile phone.
The multiple and corresponding application module of customer service number is integrated with client end AP P, calls a customer service number, then
The corresponding application module of automatic start.
Each layer service menu in client end AP P can synchronize renewal with each layer service menu in ivr server.
S2, client end AP P receive the related letter that cell phone application server is sent after connection is established with cell phone application server
Breath.
Client end AP P with cell phone application server when establishing connection, including following two situations：
Situation a：When client end AP P carries out an interactive voice response in application, can be led by default IP address
It is connected to cell phone application server.Wherein, client end AP P is by inputting account, password and identifying code so as to log in mobile phone
APP servers.
Situation b：Client end AP P to multiple interactive voice responses carry out in application, according to default IP address be oriented to
Addressable server connects, after the cell phone application server ip address to match with customer ID is obtained, and with cell phone application server
Connection.Wherein, client end AP P is by inputting account, password and identifying code so as to log in cell phone application server.
Cell phone application server is communicated by network and independent APP servers, independent APP servers again with background server
Communication, to obtain client's essential information and client's account information, cell phone application server is by client's essential information of acquisition and client
Account information is sent to client end AP P.
After S3, client end AP P and ivr server establish connection, ivr server obtains client's base from cell phone application server
This information, and the channel associated data information for turning manually to need by background server acquisition client, and it is transferred to corresponding technical ability group.
Wherein, mobile phone starts client end AP P when dialling in the customer service of ivr server.Client end AP P is by mode of operation
It is set as after turning manual service, automatic dialing service calls, ivr server is entered by PSTN nets, and establish a connection.
As shown in Fig. 2, the present invention provides a kind of system that interactive voice response is converted to interactive text response, bag
Client end AP P1, cell phone application server 2, addressable server 3, independent APP servers 4, background server 5 and I VR is included to service
Device 6.
Client end AP P1 passes through wireless network (3G, LTE, WiFi) and addressable server 3 and cell phone application service after starting
Device 2 connects, and is connected by PSTN network with ivr server 7.
The multiple and corresponding application module of customer service number is integrated with client end AP P, calls a customer service number, then
The corresponding application module of automatic start.
Each layer service menu in client end AP P can synchronize renewal with each layer service menu in ivr server.
IVR customer services number and cell phone application server ip address associated with it are stored with addressable server 3.
Cell phone application server 2 is placed in the DMZ areas of 7 Intranet of ivr server, it carries out data by Intranet and ivr server
Interaction.Cell phone application server receives the service request that client end AP P is sent, and sends the requests to ivr server, is returned
After multiple, client end AP P is sent to.
Cell phone application server 2 is communicated by network and independent APP servers 4, independent APP servers 4 again with backstage
Server 5 is communicated, to obtain client's essential information and account information.Background server 5 is communicated with ivr server 6.
After handset-selected manual service request with client end AP P, the same of request is being sent to cell phone application server
When, customer service number is dialed, at the same time starts client end AP P, and ivr server is entered by PSTN nets, ivr server passes through
Webservice interfaces obtain client's essential information from cell phone application server, and obtain client by background server and turn artificial
The channel associated data information needed, so as to be transferred to corresponding technical ability group.
Fig. 3 is the dialing interface schematic diagram of client end AP P in the present invention.As shown in the figure, input customer service number, and dial.
Fig. 4 is the first layer service menu interface schematic diagram of client end AP P in the present invention.As shown in the figure, in client end AP P
Selection operation on actions menu.
Fig. 5 is the user information inputting interface schematic diagram of client end AP P in the present invention.As shown in the figure, input user account,
Password, identifying code simultaneously log in.
Fig. 6 is the underlying traffic menu interface schematic diagram of client end AP P in the present invention.As shown in the figure, client end AP P operation
Selection operation on menu.
The foregoing is merely presently preferred embodiments of the present invention, is merely illustrative for invention, and nonrestrictive.
Those skilled in the art understands, can carry out many changes to it in the spirit and scope that invention claim is limited, and changes,
It is even equivalent, but fall within protection scope of the present invention.
Claims (1)
1. a kind of method that interactive voice response is converted to interactive text response, comprises the following steps：
S1, installation has the function of the client end AP P of interactive text response in smart mobile phone；
The multiple and corresponding application module of customer service number is integrated with client end AP P, calls a customer service number, then automatically
Start corresponding application module；
Each layer service menu in client end AP P can synchronize renewal with each layer service menu in ivr server；
S2, client end AP P receive the relevant information that cell phone application server is sent after connection is established with cell phone application server；
Client end AP P with cell phone application server when establishing connection, including following two situations：
Situation a：When client end AP P one interactive voice response is carried out in application, can by default IP address be oriented to
Cell phone application server connects；
Wherein, client end AP P is by inputting account, password and identifying code so as to log in cell phone application server；
Situation b：Client end AP P carries out multiple interactive voice responses in application, being oriented to and addressing according to default IP address
Server connects, and after the cell phone application server ip address to match with customer ID is obtained, and is connected with cell phone application server；
Wherein, client end AP P is by inputting account, password and identifying code so as to log in cell phone application server；
Cell phone application server is communicated by network and independent APP servers, and independent APP servers are communicated with background server again,
To obtain client's essential information and client's account information, cell phone application server is by client's essential information of acquisition and client's account
Information is sent to client end AP P；
After S3, client end AP P and ivr server establish connection, ivr server obtains client from cell phone application server to be believed substantially
Breath, and the channel associated data information for turning manually to need by background server acquisition client, and it is transferred to corresponding technical ability group；
Wherein, mobile phone starts client end AP P when dialling in the customer service of ivr server；Client end AP P sets mode of operation
After turning manual service, automatic dialing service calls, enter ivr server by PSTN nets, and establish a connection.
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| CN201410158636.9A CN105025178B (en) | 2014-04-18 | 2014-04-18 | Interactive voice response is converted to the method and system of interactive text response |
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| CN105025178B true CN105025178B (en) | 2018-05-04 |
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Cited By (1)
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| CN106297788B (en) * | 2016-08-19 | 2019-11-29 | 美的集团股份有限公司 | Control method and control device |
| CN107846521A (en) * | 2017-10-12 | 2018-03-27 | 贵阳朗玛信息技术股份有限公司 | Voice document player method and device |
| CN108735220A (en) * | 2018-04-11 | 2018-11-02 | 四川斐讯信息技术有限公司 | A kind of language learning intelligent earphone, intelligent interactive system and man-machine interaction method |
| CN111010486A (en) * | 2019-11-18 | 2020-04-14 | 集奥聚合(北京)人工智能科技有限公司 | Method for providing IVR voice broadcast and IVR system |
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