TW466862B - Multitasking call services system and its mechanism - Google Patents

Abstract

The invention relates to a multitasking call service mechanism includes a interactive voice recording (IVR) system, which is equipped with pre-recorded voice guidance and pre-recorded voice answer, and provides the equipment for receiving, recording and playing the synthesized voice system message received; a synthesized voice system that links to the said IVR and the subsequent operation center of the customer service representatives (CSR) and synthesize the spoken voice from the operation center of CSR and CSR; an operation center of CSR, which is database containing the required information for customer services and customer-oriented information, allowing CSR to search information from the operation center of CSR, transmit to the synthesized voice system for synthesizing voice, further transmit to IVR system for recording and then play the recording to the customer on the line.

Description

46 6 86 2 V. Description of invention (υ According to the call center in large enterprises or service industry, I often see it, because it can answer some common and pre-answered questions in pre-recorded language, reply, Therefore, in theory, it has a certain degree of savings in artificial intelligence, but only in traditional call centers' If you want to provide rich information, you must use manual recording or speech synthesis in advance to store a large number of voice files in each system Medium. When the customer dials in, use layers of voice guidance to help customers find the information they want. If they ca n’t get a proper answer, then transfer the call to the customer service staff, and the customer service staff will deal with it. The only drawback of this method is: ι must record a large amount of speech in advance, which is labor-intensive. 2. The content of speech synthesis is usually brief and incomplete. 0 3. The content of speech synthesis must be tested repeatedly for its correctness in advance. It is even more difficult if there is an error afterwards. Found that even if found, immediate remedial measures ca n’t be provided even at this time, 'the service must often be stopped at this time and the operation must be completed' to proceed The modification of the test results in inconvenience to the user. This will not only cost 4, but also cause disasters, dissatisfaction, and complaints. Space, the director will record 3 volumes of voice, which will not only occupy too much computer storage performance. The cost increases, and because of too many broadcasts, the system category is recorded, and the system has been recorded in Duoluo: news, which causes the system staff to plan the voice guidance for each household and do not know how to choose ^ If the classification is not detailed enough, it is difficult for customers to obtain The required information. If the classification is too detailed,

Page 4 46 6 862 Sending instructions (2) The information that can be obtained is a waste of time for customers. Right is too little information, it can not meet the needs of customers, it is bound to transfer a large number of calls to the service staff, causing the burden of customer service staff 7. Once the call is transferred to the customer service staff, the customer's phone does not hang up Before the interruption =, the service resources of the customer service personnel are completely occupied, and the customer service personnel cannot handle the needs of other customers separately. Therefore, the call center must be configured with a large number of customer service personnel to meet the demand, resulting in a significant increase in the construction cost of the service. ,

8. The same program selection exists in ϊνίϊ * Agent Desktop, and both are necessary. Therefore, repeated investment in the development of the system is wasted. Once the specifications are revised or changed in the future, both must be changed and maintained at the same time, causing maintenance troubles.

In view of this, the applicant has been doing cross-border investigations for many years and has devoted himself to researching to overcome the above-mentioned shortcomings. After repeated experiments, he began to create the "multi-working service traffic system and its organization" in this case. In order to further reveal the specific technical content of this case, please first refer to the diagrams. Among them, Figure 1 is the system architecture configuration diagram of the case, and Figure 2 is the operation flowchart of the case.

As shown in the figure, basically, the multiplex service center in this case is composed of an interactive voice guidance bow '丨 and a recording system (IVR / Recording SystenOl') and a speech-to-speech system2, and A customer service desk (Agent Desk top) 3, created by the operation of customer service staff.

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Among them, the interactive voice guidance and recording system 1 has pre-voice content, which is used to guide incoming callers to follow-up when they have pre-recorded wear. 'It also has the function of recording and playing. The voice answered by the staff is played to customers on the telephone line. In the case of multiple customer service personnel, they have priority to connect to the idle, that is, non-online customer service personnel, call each customer for inquiries} and get answers from customer service personnel.

The speech synthesis system 2 is connected with the aforementioned interactive voice guidance and recording system 1 and the customer service staff operation center 3 described later. The purpose is to receive the information obtained by customer service staff through the customer service staff operation center 3. It is described in speech, synthesized, and then transmitted to the aforementioned interactive ^ voice guidance and recording system 1 to record and play it to online customers to complete the service of missing calls. β Customer service staff operation center 3 is basically a database that stores relevant information about customers and various related service information. The purpose is for retrieval by customer service staff who cannot answer online. Therefore, you can use a data center or The method of database is the computer link of each customer service staff, which is used to display the information for retrieval and inspection. Basically, after being offline, each customer service staff member is idle, that is, the answering service for the next call inquiry at any time. Please refer again to Figures 1 and 2 for the first time. 'Basically' this system can be connected to customers via a public telephone network (PSB) or a related exchange system '. Wired or wireless.

466862 V. Description of the invention (4) As shown in Figure 2, when the system of this case is activated, when the incoming call is dialed in, the above-mentioned interactive voice guidance and recording system 1 is entered. At this time, if the customer chooses to listen to When recording a language service, the interactive voice guidance and recording system 1 plays the voice for the answer. However, if the caller chooses to answer by the customer service personnel, the interactive voice guidance and recording system 1 will ask the caller to answer the question and record it, and then play it to the idle customer service personnel to listen, and then the customer service personnel will follow suit. The nature of the question, if it can be answered directly, the content of the answer will be dictated and recorded by the interactive voice guidance and recording system 2 and played back to listen to the response "an only if the question to be answered involves the retrieval of further information, Then the customer service staff inquires through the information system of the customer service staff operation center 3. At this time, the customer service staff is idle, so they can answer the service for the next person. That is, according to the obtained information, in response to the dictation to answer the query, the dictation is synthesized by the speech system 2 and then transmitted to the interactive voice guidance and recording: System 1 records and plays it to the customer to complete the service At this time, customer service two returned to the blue state, and the service personnel of the next caller could be provided. Therefore, ‘through the implementation of this case, the effect that can be achieved’ is the following: The noon 8 test ’plan 1. Build fast’ You do n’t need to record a lot of voice in the early stage of the setup. The information content structure is considered too much. Only a few of the commonly used ones need to be recorded, and the rest can be handled by customer service staff. 511 ’its

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V. Description of the invention (5) Customers, less construction costs, because an empty customer service staff can handle multiple at the same time, so whether it is in manpower or standing Significantly reduce or inquire about Lei Shen's customers no longer need to spend precious time waiting ^, Pian Yin Zhan Chang LW to transfer customer service staff within a short time, and tolerate. Satisfactory “recovery” and the object center can adjust or add in-service program logic at any time. It only needs to be stored in Agent 4 to reduce maintenance and maintenance costs. The same set of hsktop does not need to maintain two systems. 5. Improve system performance because it is unnecessary Record a large number of voice files. Therefore, the search speed of the support is accelerated, and the efficiency is greatly improved. 6. Increase the effectiveness of customer service staff, one customer service staff can process multiple videos at the same time to make the full use of the human resources of Bao responsibility. 7. Reduce the probability of errors , Because most of the information is filtered and reviewed by the customer service before they are sent to the customer, so if there is an error, it can be sent immediately and can be corrected immediately by the customer service staff, which can greatly reduce the beer rate and customer dissatisfaction, Complaints. The one disclosed in this case is one of the preferred embodiments. All local changes or modifications are derived from the technical ideas of this case and are familiar to those skilled in the art. Liang Ding, Shang Suo Chen's case shows that its technical characteristics are very different from the conventional ones, and it complies with the patent requirements of the invention. Japanese patent grant 'AirPlus serve society, then the real sense of ethics.

Schematic description: V

Page 8 46 6 SS2 V. Explanation of the invention (6) Figure 1: System architecture of the case. Figure 2: Flow chart of the action in this case. Drawing number description: Interactive voice guidance and recording system 1 Speech synthesis system 2 Customer service staff operation center 3

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Claims (1)

4 6 6 SS 2 VI. Patent application Fan Yuan Chou · A multi-service service and service agency, which includes: An interactive voice guidance and recording system with pre-recorded voice guidance 'and pre-recorded voice answers ; And a device for receiving, recording and playing messages received from the * voice synthesizing system; —side tone synthesizing system 'is connected to the interactive voice guidance and recording system and a customer service staff operation center described later, Voices spoken by the personnel operation center and customer service personnel are synthesized; a customer service personnel operation center is a database, which contains the information required by customer service and related information of the customer; The round-to-speech speech synthesis system is speech synthesis, which is then transmitted to the interactive voice guidance and recording system for recording and then played on the telephone customer listener. 2. As for the multi-service language service agency mentioned in Item 1 of the patent application park, the information of the customer service staff's operation center must be matched with the voice. 3. A multiplex service traffic system, which includes: a voice guidance step, where the caller is guided by voice as a service option; a question inquiry step, which is made after the caller selects customer service personnel for voice inquiry The questions are recorded and played to customer service personnel for listening. One problem identification step is to judge according to the nature of the problem. One search / query step is to query the information according to the previous question to obtain the correct information. The customer service staff synthesizes the side information of the information obtained by the previous query, and completes the reply; 6 6 86 2 6. Applying for a patent application 圏 A Response to Miscellaneous' is a response to the above-mentioned speech synthesis. The online caller completes customer service operations. ‘Send to the voice guidance steps of the multiplex service traffic system as described in item 3 of the patent application scope to guide the caller by interactive voice guidance and recording. "Voice guidance steps based on the multiplexing service and traffic system described in item 3 of the patent application park" If the choice is mentioned, the pre-recording and playback service may be selected. In the multiplexed service traffic system, if the nature of the problem identification step does not need to be retrieved and queried, it can be directly dictated and recorded by the customer service staff, and then played back with the caller for answers. _ The multi-service service traffic system described in item 3 of the patent application park, where the customer service staff is a service provider who is interposed and can be the next customer when searching and querying steps. 8. The multiplexing service traffic system as described in item 3 of the scope of patent application, where the answering steps can cooperate with the dictator. 19 9) The multi-service telephone service system described in item 6 of the scope of patent application, in which if the customer does not know the answer, he / she must reply to the question-inquiring step.