CN103428377A - Visible IVR (Interactive Voice Response) implementation method and system - Google Patents

Visible IVR (Interactive Voice Response) implementation method and system Download PDF

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Publication number
CN103428377A
CN103428377A CN2013103434224A CN201310343422A CN103428377A CN 103428377 A CN103428377 A CN 103428377A CN 2013103434224 A CN2013103434224 A CN 2013103434224A CN 201310343422 A CN201310343422 A CN 201310343422A CN 103428377 A CN103428377 A CN 103428377A
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China
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menu
information
hotline
user
client
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CN2013103434224A
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Chinese (zh)
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郑圣培
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郑圣培
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    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/487Arrangements for providing information services, e.g. recorded voice services, time announcements
    • H04M3/493Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M2203/00Aspects of automatic or semi-automatic exchanges
    • H04M2203/25Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service
    • H04M2203/251Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably
    • H04M2203/253Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably where a visual mode is used instead of a voice mode
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M2203/00Aspects of automatic or semi-automatic exchanges
    • H04M2203/55Aspects of automatic or semi-automatic exchanges related to network data storage and management
    • H04M2203/554Data synchronization

Abstract

The invention can realize visualization of IVR (Interactive Voice Response) simply and efficiently through clients installed on the currently popular intelligent terminals such as intelligent mobile phones, PAD and computers based on the Internet or Mobile Internet. The clients can show a voice navigation menu via intuitional ways such as a list, a tree diagram and a organization chart to realize the visualization of the menu; relevant videos or texts can be pushed based on the menu selected by a user to enhance interactivity and service capability; relevant videos also can be played when the user waits for putting through; even for the hotlines without voice navigation, relevant videos or texts also can be pushed to the user before or after the user puts through only by making a registration in the system. The essence is that public data networks (Internet and Mobile Internet) are regarded as a data transmission channel, the contents such as the voice navigation menu and the multimedia interactive information are stored at the service end in advance, and the clients can update the contents synchronously. Through such the mode, all the functions provided by 3G-IVVR (Interactive Voice and Video Response) can be realized at an extremely low cost.

Description

—种可视IVR实现方法及系统 - kind of method and system for visual IVR

技术领域 FIELD

[0001] 本发明涉及互联网技术、移动互联网技术、通信技术。 [0001] The present invention relates to the Internet, mobile Internet technology, communication technology.

背景技术 Background technique

[0002] 呼叫中心(Call Center)在早期称为客户服务中心,是以电信网为依托,以先进的计算机和CTI (计算机与电信集成)技术、IVR技术为支撑的综合信息服务系统,是客户与企业/政府部门有效沟通的重要桥梁,目前随着微信、QQ等即时通讯工具的出现,呼叫中心对外沟通手段也呈现多样化,但电话依然是其主要沟通工具,众多客户依然通过使用电话从企业获得咨询信息、办理业务或进行投诉。 [0002] Call Center (Call Center) at an early stage is called the customer service center, based telecommunication network-based, advanced computer and CTI (Computer and telecommunications integration) technology, IVR technology to support integrated information service system, the customer and corporate / government departments to effectively communicate important bridge, now with the emergence of micro letter, QQ and other instant messaging tools, call center external communication means also diversified, but the phone is still the main communication tool by many customers still use the telephone from enterprises to obtain advisory information, transact business or make a complaint.

[0003] 电话服务主要包括自动语音服务和人工服务两种方式,无论使用哪种方式,在拨打热线后,一般首先听到企业问候语,然后呼叫中心的IVR会播放一段语音,客户通过听取语音来选择自己要办理的业务或服务。 [0003] telephony services include automated voice services and human services in two ways, Either way, after dialing the hotline, generally the first to hear the company greeting, then IVR will play a voice call center, customer by listening to the voice to choose their own business or service to be handled.

[0004] 由于语音的播报是串行的,客户必须一级一级的听取语音播报,选择自己要办理的业务或服务,导致效率比较低下,也影响了客户对企业形象的感知,业界一直没有很好的办法来解决此问题。 [0004] As the voice of broadcast serial, customers must listen to a level voice broadcast, select the business or service they have to handle, resulting in relatively low efficiency, but also affect the customer's perception of the corporate image, the industry has not a good way to solve this problem.

[0005]后来出现了 IVVR 技术(Interactive Video and Voice Response),此技术基于Η.324规范标准,可以在用户通过智能手机拨打客服热线时,同步显示视频与文本信息,从而实现IVR的可视化,但此技术有一个致命的缺陷:需要在现有的呼叫中心平台上增加昂贵的投资,并且不同运营商的3G标准不同(移动与联通采用3G-H.324Μ标准,电信采用基于IMS架构的SIP标准),兼容性也存在较大问题,导致现实中3G-1VVR没有很好的应用起来,这归根结底是由于这些标准要求采用专用数据通道,技术难度大,并要求呼叫中心新增大量投资,导致业务难以开展。 [0005] It later emerged that IVVR technology (Interactive Video and Voice Response), this technology is based on Η.324 standards, when a user can call the customer service hotline smartphone, simultaneous display of video and text information, in order to achieve visual IVR, but this technique has a fatal flaw: the need to increase the expensive investment in existing call center platform, and different operators of different 3G standards (mobile and China Unicom uses 3G-H.324Μ standard, Telecom's IMS-based SIP standard ), there is a big compatibility problems, leading to the reality of 3G-1VVR not well apply it, this is ultimately a result of these standards require dedicated data channel, technical difficulties, and requires a large number of new call center investments, resulting in service difficult to carry out.

[0006] 此专利另辟蹊径,基于互联网,通过客户端,简便有效实现了语音与数据通道的分离,可以以极低的成本实现3G-1VVR提供的功能:语音导航菜单内容存储在服务端,并可及时下载到客户端,客户端可以以列表、树形图、组织架构图等直观的方式展示语音导航菜单,实现菜单的可视化;可以根据用户的选择的菜单推送相关视频或文本,增强互动性及服务能力;在用户等待接通期间,也可以播放相关视频;即时对没有语音导航的热线,只要在此系统进行登记,也可以在用户接通前或接通后,推送相关视频或文本给用户。 [0006] This patent another way, based on the Internet, by the client, to achieve a simple and effective separation of voice and data channels, can function at very low cost 3G-1VVR provided: at the end of the voice navigation service menu stored content, and promptly downloaded to the client, the client can in an intuitive way list, tree diagrams, organizational chart, and display voice navigation menu, visualization menu; you can push relevant video or text depending on the selected user's menu, enhanced interactivity and service capabilities; the user during the wait to be connected, you can play the video; no hotline for real-time voice navigation, as long as registered in the system, the user can turn on or before and after turning on, push the relevant videos or text to the user .

发明内容 SUMMARY

[0007] 本发明为企业热线提供了一种提供更好的多媒体互动能力,解决用户在拨打热线时必须串行听取语音后选择业务的问题,可让用户通过可视化方式选择业务菜单,在用户接通前或办理热线提供的业务中提供更好的多媒体互动能力。 [0007] The present invention provides a hotline for the business of providing better multimedia interactive, problem-solving service user must choose to listen to the voice in the serial call the hotline, allowing users to visually select the service menu, the user's access before or through hotline to handle the business of providing better multimedia interactive capabilities.

[0008] 一种可视IVR实现方法、系统及客户端,该方法包括: [0008] A visual IVR implemented method, system and client, the method comprising:

基于客户端软件来拨打热线; Based client software to dial the hotline;

用户在拨打电话前或通话中,通过客户端向用户提供交互式菜单,方便用户选择所要办理的业务; When calling user or a call, providing the user with interactive menus through the client user to select the desired handle the business;

在用户接通热线前或通过自助方式办理热线提供的业务中提供多媒体互动能力。 Before the user turns on the hotline or to provide interactive multimedia capability through self-service hotline to handle the business.

[0009] 此客户端软件可以以图形方式展示语音导航菜单; [0009] The client software can graphically demonstrate the voice navigation menu;

此客户端以互联网或移动互联网作为数据通道,而不是基于传统3G-H.324等专用通道来传递热线相关视频、文字等数据信息。 This client to the Internet or mobile Internet as the data channel rather than the video transfer wire, and text data and the like based on the conventional 3G-H.324 specific channels.

[0010] 以图形形式向用户展示各级业务菜单,用户通过选取相应业务菜单项实现自助业务或转人工,即通过客户端实现IVR语音导航的可视化的,无需通过逐级听取语音导航菜单来选择业务。 [0010] in a graphical format to show business at all levels of the menu to the user, the user by selecting the appropriate menu item to achieve self-service business or switch to manual, that is, to achieve IVR voice navigation through the client visualization, without having to listen to the voice selected by stepwise navigation menu business.

[0011] 显示语音导航菜单的方式可以是一段普通文字,也可以是通过列表方式或树形结构方式或组织架构方式显示。 [0011] Display voice navigation menu may be a piece of ordinary text, it can also be displayed by way of a list or a tree or by way of organizational structure.

[0012] 列表方式:其特征在于一级一级显示菜单,先以列表方式显示出一级菜单项,在用户选择某一菜单后,再继续以列表方式显示此菜单对应的各子菜单; [0012] List mode: a display wherein a menu, displayed in list form the first-level menu items, when the user selects a menu, and then continue to display a list of menu corresponding to the sub-menus;

树形结构方式:以树形图方式展示菜单选项,点击树形图上某一节点菜单后,如果此节点菜单下还有子菜单,则会展开显示此节点菜单下的各子节点菜单;可根据展示菜单的设备的屏幕大小决定是逐级显示菜单,还是一次性显示全部菜单或显示部分菜单; Tree ways: a tree diagram showing the way the menu options, click on a menu tree node, the node if this menu there are sub-menu will expand to show sub-nodes under this node menu menu; can the screen size is determined device menu is displayed hierarchically display a menu or a menu displayed at once all or part of the menu display;

组织架构方式:以组织架构方式展示菜单选项,点击组织架构上某一节点菜单后,如此节点下还有子菜单,则会展开显示此节点菜单下的各子节点菜单;可根据展示菜单的设备的屏幕大小决定是逐级显示菜单,还是一次性显示全部菜单或显示部分菜单; Organization mode: The organizational structure way to show menu options, click on the menu on the organizational structure of a node, such a node as well as the sub-menu will expand to show sub-nodes under this node menu menu; display device according to the menu the decision is a step by step screen size to display the menu, or one-time display of all or part of the menu display menu;

根据菜单项的组织形式的不同,在选择菜单时,用户可以在不同菜单之间进行切换选择:对以列表方式组织的菜单,用户可以通过返回按钮,返回到上一级菜单;对以树形结构或组织架构方式组织的菜单,用户可以从一个菜单直接跳转到另外一个菜单。 Depending on the organization of menu items, when selecting a menu, the user can choose to switch between different menus: organized as a list of menus, the user can return button to return to the previous menu; of a tree structure or tissue architecture organized menu, the user can jump directly from one menu to another menu.

[0013] 可以在拨打热线前,以图形方式显示各级热线语音导航的菜单,在用户选择好业务菜单后再进行呼通热线。 [0013] before you can call the hotline, hotline to graphically display the navigation voice at all levels of menus to call on the hotline service menu after the user selects.

[0014] 也可以先呼通热线,同时显示热线的一级菜单,然后根据用户选择的菜单项,再显示下级菜单,直到出现用户所需的菜单选项,完成自助服务或转人工。 [0014] Alternatively, you can call on the hotline, the hotline also shows a menu, and then based on user-selected menu item, and then show the next menu until the required user menu option appears, complete self-service or switch to manual.

[0015] 用户可以通过按键或触摸的方式选择自己所需的菜单。 [0015] The user can select their desired menu or by way of touch buttons.

[0016] 在用户选择业务菜单的过程中,或在选择好业务,等待接通呼叫中心平台的过程中,可以向用户推送视频、文本等信息,实现更好的用户体验或宣传。 [0016] When the user selects a menu of business process, or the choice of a good business, waiting for the call center platform switch-on process, you can push information video, text, etc. to users, achieve a better user experience or publicity.

[0017] 在用户选择好业务后,可通过服务端向用户推送交互式视频、文本信息,指导用户进行业务处理。 [0017] After the user selects a good business, can push interactive video, text information to the user through the server, the user guide for business processing.

[0018] 对没有设置语音导航的企业热线,也可以在热线接通前,向用户推送视频、文本等信息,实现更好的用户体验或宣传。 [0018] is not set for voice navigation companies hotline, the hotline can also be turned on before, push information video, text, etc. to users, achieve a better user experience or publicity.

[0019] 一种可视IVR系统,该系统包括服务器、客户端,其中 [0019] A visual IVR system, the system comprising a server, a client, wherein

所述服务器用于接收并存储热线的菜单信息、与选择业务菜单有关的多媒体信息、企业宣传信息等等,接收客户端请求,发送热线相关信息到客户端; Menu information server for receiving and storing the hotline, multimedia information related to the service selection menu, business promotion information and the like, receiving the client request, transmits information to the client hotline;

所述客户端用于展示热线菜单信息、多媒体信息;发送用户的选择信息到服务端;播放相关多媒体信息、企业宣传信息;实现热线拨打。 The client is used to display menu information hotline, multimedia messaging; user selection information is sent to the server; playback of multimedia-related information, business promotion information; achieve hotline call.

[0020] 所述的服务器进一步包括热线信息单元、查询处理单元与数据库单元,其中, [0020] The server unit further comprises a wire information, a processing unit and a database query unit, wherein,

所述热线信息单元完成热线号码登记、热线语音菜单信息维护、多媒体互动信息维护、宣传文本信息维护; Line unit completes the registration information hotline number, hot voice menu information maintenance, maintenance of interactive multimedia information, text information to promote its maintenance;

所述查询处理单元接收客户端请求,返回查询结果; The query processing unit receives the client request, returns a query result;

所述数据库单元完成热线号码、热线语音菜单信息、多媒体互动信息、宣传文本信息的存储。 The database unit to complete the hotline number, hotline voice menu information, store multimedia interactive information, promotional text messages.

[0021] 所述热线信息单元完成热线号码登记、热线语音菜单信息维护、多媒体互动信息维护、宣传文本信息维护; [0021] The wire unit completes registration information hotline number, hot voice menu information maintenance, maintenance of interactive multimedia information, text information to promote its maintenance;

所述查询处理单元接收客户端请求,返回查询结果; The query processing unit receives the client request, returns a query result;

所述数据库单元完成热线号码、热线语音菜单信息、多媒体互动信息、宣传文本信息的存储。 The database unit to complete the hotline number, hotline voice menu information, store multimedia interactive information, promotional text messages.

[0022] 所述的热线语音菜单信息进一步包括热线号码、菜单级别、菜单名称、菜单编号 [0022] the wire further comprises a voice menu information hotline number, menu level, menu name, menu number

坐寸ο Sit inch ο

[0023] 所述的多媒体互动信息进一步包括热线号码、菜单编号、对应多媒体播放文件等。 [0023] The interactive multimedia information further comprises a hotline number, the menu number, corresponding to the multimedia player files.

[0024] 所述的宣传文本信息进一步包括热线号码、拨打热线时播放的宣传文本、菜单编号、选择业务菜单时播放的宣传文本等。 [0024] The propaganda text information further includes a hotline number, promotional text played when calling the hotline, the menu number, text, etc. propaganda played when selecting a service menu.

[0025] 所述的客户端进一步包括热线信息存储单元、热线信息查询单元、可视化菜单及多媒体展示单元、互动控制单元,其中, [0025] The client information storage unit further comprises a wire, hot information query unit, visual and multimedia presentation unit menus, interactive control unit, wherein,

所述热线信息存储单元完成一批热线相关信息的存储,存储的信息包括热线号码、热线语音菜单信息、多媒体互动信息、宣传文本信息; The hotline information storage unit completed a number of storage-related information hotline, the information stored includes hotline number, voice menu information hotline, interactive multimedia information, promotional text information;

所述热线信息信息查询单元从所述服务器查询用户所关心的热线,并存储到本地;根据热线号码向服务器发起请求,获得最新热线号码相关语音菜单信息、多媒体互动信息、宣传文本信息; The hotline information query unit queries from the server hotline users are concerned, and stored locally; initiate a request to the server according to the hotline number, get the latest information hotline number associated voice menus, interactive multimedia information, promotional text information;

所述可视化菜单及多媒体展示单元根据互动控制单元要求以图形化展示热线相关语音菜单信息及多媒体互动信息、宣传文本信息; The visual menus and multimedia presentation unit in accordance with claim interactive control unit to display graphic information and the hotline related multimedia interactive voice menu information, promotional text information;

所述互动控制单元信息完成用户按键的获取,并根据用户选择的按键,通过可视化菜单及多媒体展示单元展示相应菜单、媒体信息或文本。 The interactive control unit acquires the user key information is completed, according to the user selected key, by visualizing the menu display and multimedia presentation unit corresponding menu, text or media information.

附图说明 BRIEF DESCRIPTION

[0026] 图1为系统网络拓扑示意图; [0026] Figure 1 is a schematic view of the system topology;

图2为本发明具体实现中客户端结构示意图; Client schematic structure embodied in FIG. 2 of the present invention;

图3为本发明具体实现中服务端结构示意图; 3 is a schematic diagram showing a specific implementation structure of the server to the invention;

图4为本发明具体实现中在客户端完成选择菜单后再拨打接通热线的流程示意图; FIG. 4 shows a specific implementation of the hotline call flow is turned in the client after the completion of the present invention, the menu selection;

图5为本发明具体实现中在通话中进行互动式菜单选择的流程示意图; FIG 5 a schematic flow diagram of an interactive menu to select a specific implementation of the present invention in a call;

图6为本发明具体实现中多媒体互动信息展示的流程示意图。 FIG 6 is a schematic flowchart invention is embodied in a multimedia interactive information display.

具体实施方式 Detailed ways

[0027] 为更好的说明本发明内容,以下参照附图并举实施例,对本发明进一步详细说明。 [0027] To better illustrate the present invention, both the following embodiments with reference to the accompanying drawings, the present invention is further described in detail.

[0028] 当前客户拨打热线后,一般首先听到企业(或政府部门、企事业单位)问候语,然后呼叫中心的IVR会播放一段语音,客户通过听取语音来选择自己要办理的业务或服务。 [0028] After the current customers call the hotline, generally the first to hear the company (or government departments, enterprises and institutions) greeting, then IVR call center will play a voice customers to choose their own business or service to be handled by listening to the voice. 由于语音的播报是串行的,客户必须一级一级的听取语音播报,选择自己要办理的业务或服务,导致效率比较低下,也影响了客户对企业形象的感知,业界一直没有很好的办法来解决此问题。 As the voice of broadcast serial, customers must listen to a level voice broadcast, select the business or service they have to handle, resulting in relatively low efficiency, but also affect the customer's perception of the corporate image, the industry has not been very good way to solve this problem.

[0029] 本发明核心思想:结合目前流行的智能终端(手机、PAD、电脑等),通过互联网或移动互联网解决一种客户在拨打热线时,实现客户与企业的完美互动的方法:语音菜单可视化,可在客户拨打热线时引入视频与文本等互动手段,让拨打热线变的更加智能与人性化。 [0029] The core idea of ​​the invention: Combining the popular intelligent terminal (mobile phone, PAD, computer, etc.), to resolve a client-via the Internet or mobile Internet when calling the hotline, to achieve customer and enterprise perfect interaction methods: voice menu Visualization can be introduced interactive video and text tools such as when a customer calls the hotline, make more intelligent and humane call the hotline change. 下面以基于android的智能手机为例,结合附图进行详细说明发明内容,图1为本发明一个具体实现中系统的网络拓扑示意图。 Here android based smart phone as an example, the detailed description in conjunction with the accompanying drawings SUMMARY invention, FIG. 1 a schematic network topology of the system of the present invention is embodied.

[0030] 实施例一 [0030] Example a

下面结合附图详细说明先通过客户端完成菜单选择,然后拨通热线的实现方法进行详细说明。 The following detailed description of a menu selection is completed by the first client, and then implement the method called hotline be described in detail with the figures.

[0031] 图2为本发明一个具体实现中客户端的结构示意图,客户端采用流行三层结构开发,包括四个模块:可视化菜单及多媒体展示单元101、热线信息查询单元102、可视互动控制单元103、热线信息存储单元104。 Schematic structural diagram of [0031] FIG. 2 of the present invention, a particular implementation of the client, the client using the popular three-layer structure development, comprising four modules: visual menus and multimedia presentation unit 101, hot information query unit 102, the control unit interactive visualization 103, hot information storage unit 104.

[0032] 可视化菜单及多媒体展示单元101实现热线语音导航菜单图形展示、多媒体信息展示、企业宣传文本信息展示; [0032] visualization and multimedia menu display unit 101 realizes hotline voice navigation menu display graphics, multimedia information presentation, business promotional text information display;

热线信息信息查询单元102从所述服务器查询用户所关心的热线,并存储到本地;根据热线号码向服务器发起请求,获得最新的语音菜单信息及多媒体信息、宣传信息; Line information inquiry from the server unit 102 queries the user of interest wire, and stored locally; sends a request to the server according to the hotline number, obtain the latest voice menu information and multimedia information, publicity information;

互动控制单元103确定信息展示的逻辑规则,以列表方式还是树形图、组织架构图等显示菜单。 Interaction logic control unit 103 determines rule information display, as a list or tree, displays such menu organization. 确定多媒体信息及企业宣传信息展示的业务规则; Identify business rules multimedia information and business promotion information display;

热线信息存储单元104完成一批热线相关信息的存储,存储的信息包括热线名称、号码、相关多媒体信息、企业宣传文本信息等。 Hotline information storage unit 104 to complete a number of storage-related information hotline, hotline information stored includes the name, number, and related multimedia information, corporate promotional text information.

[0033] 图3为本发明一个具体实现中服务端的结构示意图,服务端采用流行三层结构开发,包括三个模块:查询处理单元201、热线信息单元202、数据库单元203 ; [0033] Fig 3 a schematic structural diagram of a specific implementation, the server in the server three-layer structure of the popular and development, the present invention includes three modules: a query processing unit 201, hot information unit 202, a database unit 203;

查询处理单元201接收客户端请求,返回查询结果; Query processing unit 201 receives a client request, returns a query result;

热线信息单元202完成热线号码登记、热线语音菜单信息维护、多媒体互动信息维护、宣传文本信息维护; Hotline information unit 202 to complete the registration hotline number, hotline voice menu information maintenance, multimedia interactive information maintenance, promotional text information maintenance;

数据库单元203完成热线号码、热线语音菜单信息、多媒体互动信息、宣传文本信息的存储。 Database unit 203 to complete the hotline number, voice menu information hotline, interactive multimedia information, storing propaganda text information.

[0034] 下面为便于理解,结合图4详细说明先在客户端完成语音导航菜单选择,然后再拨打热线的具体步骤,具体包括: [0034] To facilitate understanding of the following, detailed description of FIG. 4 to complete the voice navigation menu selections on the client, and then re helpline specific steps, including:

步骤801、打开客户端,选择准备要拨打的热线号码。 In step 801, the client opens, select ready to dial the hotline number. 可以把热线名称与号码对应起来,通过选择热线名称(如企业名称)来选择热线号码。 The hotline number can name and correspondence, to select the hotline number by selecting the hotline name (such as company name).

[0035] 步骤802、客户端根据要拨打的热线,从服务器同步是否有最新语音导航菜单、多媒体互动视频或文本,如有下载到客户端。 [0035] Step 802, according to the client to call the hotline, voice synchronization for the latest navigation menu from the server, multimedia interactive video or text, if downloaded to the client.

[0036] 需要指出的是,对有无最新语音导航菜单的判断,可通过在每次更新服务端热线语音菜单时生成一个最新的版本好,通过比较客户端与服务端的版本号判断有无最新热线语音导航菜单。 [0036] It should be noted that the judgment on whether the latest voice navigation menu, by generating a new version every time you update the server hotline voice menu is good, judging by the version number of the client and server-side comparison of whether the latest hotline voice navigation menu.

[0037] 步骤803、客户端根据图形菜单显示要求(列表方式、树形图方式、组织架构方式),展示热线一级菜单信息。 [0037] Step 803, the client a graphical menu display request (list mode, a hierarchical tree structure, organization mode), show a hot menu information. [0038] 需要指出的是,在展示菜单时,需要考虑运行客户端的屏幕大小进行展示,对手机而言用列表方式比较合适。 [0038] It should be noted that, in the display menu, you need to consider the size of the screen to run the client for display on cell phones with a list of more appropriate way. 为给客户更好的人性化服务,可以在显示一级菜单时,在下方展示企业欢迎词。 To give customers a better human services, it can display a menu, below the display business greeting.

[0039] 步骤804、用户选择某一菜单,客户端根据热线信息配置情况,进一步展示其下级菜单信息,并根据选择菜单的业务属性,播放相关多媒体互动视频或文本,直到用户完成菜单选择。 [0039] step 804, the user selects a menu, according to the client configuration information hotline, further demonstrating its lower menu information, and based on business attribute selection menu, play interactive video or multimedia related text until the user completes the selection menu.

[0040] 在用户选择某一业务菜单后,如此业务菜单下有配置某一多媒体信息,则需要在客户端展示此多媒体信息。 [0040] After the user selects a service menu, such a configuration has a multimedia service menu information, you need to show this multimedia information on the client.

[0041] 步骤805、客户端呼通呼叫中心,并把用户在客户端的选项(选择的菜单的编号)传递给呼叫中心,实现可视IVR的拨打。 [0041] Step 805, the client calls through the call center and the call center is transmitted to the user client option (menu selection number), to achieve visual dials the IVR.

[0042] 需要指出的是,由于客户端操作系统不同,在选择好菜单进行呼出时,具体方法会存在差异,在本具体实施例中,是在Android系统下可通过执行intent.ACT10N_CALL动作来实现。 [0042] It should be noted that, due to the different client operating system, when a menu for choosing outgoing call, there will be differences in the specific method, in one embodiment, is performed by the system in this particular embodiment intent.ACT10N_CALL Android action to achieve . 具体在实现时可根据热线特性,通过传递不同的参数来实现:如热线号码支持连续拨号(比如移动客服热线为10086,但如果我们用移动手机拨打1008611这个号码,(t匕10086多了2位,这个号码(1008611)也能被呼叫中心所接收并识别)那么我们在传递电话号码时,可直接选择热线号码+各级菜单编号的模式发起呼叫。如果热线号码不支持连续拨号,则我们在执行intent.ACT10N_CALL动作时,号码参数构成如下:号码参数=“热线号码” +1个或多个逗号组成+ —级菜单编号+1个或多个逗号组成+ 二级菜单编号+1个 Specifically in the realization according to the hotline feature is achieved by passing different parameters: If the hotline number support continuous dialing (such as mobile customer service hotline is 10086, but if we use mobile phone to call 1008611 this number, (t dagger 10086 more than two when this number (1008611) call center can also be received and recognized) then we pass the phone number, you can directly select menu mode hotline number + number of levels to initiate a call. If you do not support continuous dial the hotline number, then we intent.ACT10N_CALL operation is performed, the following configuration parameters numbers: number parameter = "hotline number" + 1 or more commas + - +1 level menu number or more two commas menu number +1 +

或多个逗号组成+三级菜单编号+......(需要在热线号码及各级菜单之间插入的逗号 Three or more commas + menu number + ...... (to be inserted between the hotline number and levels of menu comma

的个数需要根据呼叫中心播放的语音文件的长度决定,这个数值可事先配置在信息存储单元104),如用户拨打10000电信客服后,首先选择了一级菜单下的第二个菜单,然后在出现的二级菜单中选择了第三个菜单,在执行intent.ACT10N_CALL动作时,传递的号码参数为“10000,,,2,,,,4”。 The length of the required number of call centers play a voice file is determined, this value may be previously disposed in the information storage unit 104), such as the user dials the customer 10000 Telecom, first select the second menu in a menu, then secondary menu that appears in the third menu is selected, the parameter number is executed when the operation intent.ACT10N_CALL, passing "10000 2 ,,,, 4 ,,,."

[0043] 实施例二 [0043] Second Embodiment

下面结合流程图5,详细说明客户端先接通热线后,根据客户选择的菜单,显示此菜单对应的下级菜单,并实时把客户选择的菜单编号传递给呼叫中心,具体包括: 5 below with a flowchart detailing the client after the first wire is turned, in accordance with the customer's menu selection, the menu corresponding to the displayed lower menu and the real-time menu number selected by the customer is transmitted to the call center, comprises:

步骤901、打开客户端,选择准备要拨打的热线号码。 In step 901, the client opens, select ready to dial the hotline number. 可以把热线名称与号码对应起来,通过选择热线名称(如企业名称)来选择热线号码。 The hotline number can name and correspondence, to select the hotline number by selecting the hotline name (such as company name).

[0044] 步骤902、客户端根据要拨打的热线,从服务器同步是否有最新语音导航菜单、多媒体互动视频或文本,如有下载到客户端。 [0044] In step 902, according to the client to call the hotline, voice synchronization for the latest navigation menu from the server, multimedia interactive video or text, if downloaded to the client.

[0045] 步骤903、客户端呼通呼叫中心,并根据图形菜单显示要求(列表方式、树形图方式、组织架构方式),展示热线一级菜单信息。 [0045] Step 903, the client calls through the call center, and a graphical menu display request (list mode, a hierarchical tree structure, organization mode), show a hot menu information.

[0046] 需要指出的是,在展示菜单时,需要考虑运行客户端的屏幕大小进行展示,对手机而言用列表方式比较合适。 [0046] It should be noted that, in the display menu, you need to consider the size of the screen to run the client for display on cell phones with a list of more appropriate way. 为给客户更好的人性化服务,可以在显示一级菜单时,在下方展示企业欢迎词。 To give customers a better human services, it can display a menu, below the display business greeting.

[0047] 步骤904、用户选择某一菜单后,客户端获取用户的选择,并发送菜单编号信息(按键信息)到呼叫中心。 After [0047] Step 904, the user selects a menu, the client obtains the user's selection, the menu number and transmits information (key information) to the call center. 然后根据热线信息配置情况,进一步展示此菜单的下级菜单,并根据选择菜单的业务属性,播放相关多媒体互动视频或文本。 Then according to configuration information hotline, further demonstrate lower menu this menu, and select the menu based on business attributes, and related multimedia interactive play video or text.

[0048] 需要指出的是,由于需要在通话中获取按键信息,而这在不同的客户端下,由于客户端运行的操作系统的不同,会有较大的差异性,在Android系统下,需要修改android底层Phone模块才能获取到按键信息。 [0048] It should be noted that, due to the need to obtain key information during a call, which is in a different client, due to the different operating systems running on the client, there will be a greater difference in the Android system, you need to modify the underlying android Phone module in order to obtain the key information.

[0049] 步骤905、呼叫中心根据客户端传递过来的菜单选项,直接提供相关服务给用户,完成此次呼叫,实现可视IVR的拨打。 [0049] In step 905, the call center based on the client transfer from the menu options related services provided directly to the user to complete the call, dial the visual realization of the IVR.

[0050] 实施例三 [0050] Example three

下面结合图6说明在用户通过客户端拨打热线时,实现与客户的多媒体互动步骤,具体包括: Described below in connection with FIG. 6 when the user through the client helpline, multimedia customer interaction step comprises:

为增强客户端与用户的交互性,可在用户选择某一菜单时,可通过播放多媒体的方式对用户进行提示,如提示用户输入信用卡的验证码时,可在屏幕播放一段小的视频,提示用户验证码是什么,可在哪里找到。 To enhance client interaction with the user, the user can select a menu can be carried out by way of playing multimedia to the user prompts, such as prompts the user to enter the credit card verification code, you can play a small video screen, prompting What user authentication code that can be found where. 下面结合图6详细说明具体实施步骤: The following specific embodiments in conjunction with FIG. 6 details steps:

步骤1001、根据热线信息配置情况,判断所按菜单有无对应播放多媒体信息。 Step 1001, according to the configuration information hotline, the menu is determined by the presence or absence of the information corresponding to the multimedia player.

[0051] 步骤1002、如有,播放此多媒体信息。 [0051] Step 1002, if any, play the multimedia information.

[0052] 步骤1003、用户根据播放多媒体信息的提示,输入相应信息。 [0052] Step 1003, user prompts to play multimedia information, enter the appropriate information.

[0053] 步骤1004、根据用户的输入信息,停止播放及重新播放。 [0053] Step 1004, according to user's input information, replay and stop playing.

[0054] 以上所述,仅为本发明较佳的具体实施方式,但本发明的保护范围并不局限于此,任何熟悉本技术领域的技术人员在本发明揭露的技术范围内,可轻易想打的变化或替换,都应涵盖在本发明的保护范围之内。 [0054] The above are only the preferred specific embodiments of the invention, but the scope of the present invention is not limited thereto, any skilled in the art in the art within the scope of the invention disclosed can be easily think beat variation or replacement, it shall fall within the protection scope of the present invention. 因此,本发明的保护范围应该以权利要求的保护范围为准。 Accordingly, the scope of the present invention should be defined by the scope of the claims.

Claims (12)

1.一种可视IVR实现方法,其特征在于,包括: 基于客户端软件来拨打热线; 用户在拨打电话前或通话中,通过客户端向用户提供交互式菜单,方便用户选择所要办理的业务; 在用户接通热线前或通过自助方式办理热线提供的业务中提供多媒体互动能力。 1. A visual IVR implemented method characterized by comprising: a software-based client helpline; user before call or a call, there is provided an interactive menu to the user through the client, select the desired user traffic handled ; hotline service to provide interactive multimedia capabilities before the user turns on or handled by self-service hotline.
2.根据权利要求1所述的方法,其特征在于,所述基于客户端软件,包括: 此客户端软件可以以图形方式展示语音导航菜单; 此客户端以互联网或移动互联网作为数据通道,而不是基于传统3G-H.324等专用通道来传递热线相关视频、文字等数据信息。 2. The method according to claim 1, characterized in that the software-based client, comprising: the client software to graphically display the voice navigation menu; the client to the Internet or mobile Internet as a data channel, and not relevant wire to pass video, text, and other data and the like based on the conventional 3G-H.324 specific channels.
3.根据权利要求1所述的方法,其特征在于,所述的交互式菜单,包括: 以图形形式向用户展示各级业务菜单,用户通过选取相应业务菜单项实现自助业务或转人工,即通过客户端实现IVR语音导航的可视化的,无需通过逐级听取语音导航菜单来选择业务。 3. The method according to claim 1, wherein said interactive menus, comprising: graphically display the operation menu levels to the user, the user selects the corresponding menu item enabling self service or switch to manual operations, i.e., implement IVR voice navigation through the client visualization, without the need to select the business step by step by listening to the voice navigation menu.
4.根据权利要求3所述的方法,其特征在于,所述以图形方式向用户展示各级菜单,包括: 显示语音导航菜单的方式可以是一段普通文字,也可以是通过列表方式或树形结构方式或组织架构形式或其他图形方式显示; 客户端可以在拨打热线前,以图形方式显示各级热线语音导航的菜单,在用户选择好业务菜单后再进行呼通热线; 客户端也可以先呼通热线,同时显示热线的一级菜单,然后根据用户选择的菜单项,显示此菜单项的下级菜单,直到出现用户所需的菜单选项,完成自助服务或转人工; 用户可以通过按键或触摸的方式选择自己所需的菜单。 4. The method according to claim 3, wherein said menu graphically show the levels of the user, comprising: voice navigation menu display mode may be a piece of ordinary text, may be by way of a list or tree structure or by organizational structure or other forms of graphical display; clients can call the hotline before, graphically display the hotline voice navigation levels menu to call the hotline through menu after the user selects business; clients can also first call on the hotline, the hotline also shows a menu, and then based on user-selected menu item menu item is displayed in the lower-level menu, until the desired user options menu appears, complete self-service or switch to manual; users can key or touch their own way to select the desired menu.
5.根据权利要求4所述的方法,其特征在于,所述通过列表方式或树形结构方式或组织架构方式或其他图形方式显示,包括: 列表方式:其特征在于一级一级显示菜单,先以列表方式显示出一级菜单项,在用户选择某一菜单后,再继续以列表方式显示此菜单对应的各子菜单; 树形结构方式:以树形图方式展示菜单选项,点击树形图上某一节点菜单后,如果此节点菜单下还有子菜单,则会展开显示此节点菜单下的各子节点菜单;可根据展示菜单的设备的屏幕大小决定是逐级显示菜单,还是一次性显示全部菜单或显示部分菜单; 组织架构方式:以组织架构方式展示菜单选项,点击组织架构上某一节点菜单后,如此节点下还有子菜单,则会展开显示此节点菜单下的各子节点菜单;可根据展示菜单的设备的屏幕大小决定是逐级显示菜单,还是一次性显示全部菜单 The method according to claim 4, characterized in that the list mode or manner or a tree or other organizational structure mode is displayed graphically by comprising: a list of ways: a display wherein a menu, first displayed in a list out of a menu item, after the user selects a menu, and then continue to display a list of menu corresponding to the respective sub-menu; tree ways: a tree diagram showing the way the menu options, click on the tree on the menu view of a node, this node if there is a submenu, each child node will expand the menu displayed in the menu in this node; determined according to the screen size the device is a menu in the menu display step by step, or a display a menu of all or portion of the menu; organizational structure way: the organization way to show menu options, click on the menu on the organizational structure of a node, such a node as well as the sub-menu will expand to show the sub-menus under this node menu node; may be displayed hierarchically determined according to the screen size of the device a menu in the menu, the menu is displayed at once all 或显示部分菜单; 根据菜单项的组织形式的不同,在选择菜单时,用户可以在不同菜单之间进行切换选择:对以列表方式组织的菜单,用户可以通过返回按钮,返回到上一级菜单;对以树形结构或组织架构方式组织的菜单,用户可以从一个菜单直接跳转到另外一个菜单。 Or a portion of the menu; depending on the organization of menu items, when selecting a menu, the user can choose to switch between different menus: organized as a list of menus, the user can return button to return to the previous menu ; of the tree structure or organization organized menu, the user can jump directly from one menu to another menu.
6.根据权利要求1所述的方法,其特征在于,提供多媒体互动能力,包括: 在用户选择业务菜单的过程中,或在选择好业务菜单等待接通热线的过程中,可以向用户推送视频、文本等信息,实现更好的用户体验或宣传; 在用户选择好业务后,可通过服务端向用户推送交互式视频、文本信息,指导用户进行业务处理; 对没有设置语音导航的企业热线,也可以在热线接通前,向用户推送视频、文本等信息,实现更好的用户体验或宣传。 6. The method according to claim 1, characterized in that, to provide interactive multimedia capabilities, comprising: selecting a service menu in the user process, the choice of a good or service menu waiting process on the hot line, the user can push the video , text and other information, to achieve a better user experience or publicity; after the user has selected a good business, can push interactive video, text information to the user through the server, the user guide for business process; there is no set of voice navigation business hotline, before the hotline can also be switched on, push information video, text, etc. to users, achieve a better user experience or publicity.
7.—种可视IVR系统,其特征在于,该系统包括服务器、客户端,包括: 所述服务器用于接收并存储热线的菜单信息、与选择业务菜单有关的多媒体信息、企业宣传信息等等,接收客户端请求,发送热线相关信息到客户端; 所述客户端用于展示热线菜单信息、多媒体信息;发送用户的选择信息到服务端;播放相关多媒体信息、企业宣传信息;实现热线拨打。 7.- kinds of visual IVR system, characterized in that the system includes a server, a client, comprising: a server for receiving and storing hot menu information, the multimedia information related to the selected service menu, business information and the like publicity , the receiving client requests, sending hotline information to the client; the client is used to display menu information hotline, multimedia messaging; user selection information is sent to the server; playback of multimedia-related information, business promotion information; achieve hotline call.
8.根据权利要求7所述的方法,其特征在于,所述的服务器进一步包括热线信息单元、查询处理单元与数据库单元,包括: 所述热线信息单元完成热线号码登记、热线语音菜单信息维护、多媒体互动信息维护、宣传文本信息维护; 所述查询处理单元接收客户端请求,返回查询结果; 所述数据库单元完成热线号码、热线语音菜单信息、多媒体互动信息、宣传文本信息的存储。 8. The method according to claim 7, wherein said server unit further comprising a wire information, a processing unit and a database query unit, comprising: a wire unit completes registration hotline number information, maintenance information hotline voice menu, maintaining interactive multimedia information, text information to promote its maintenance; query processing unit receives the client request, returns a query result; database unit completes the hotline number, menu information storing hot voice, interactive multimedia information, text information publicity.
9.根据权利要求8所述的方法,其特征在于,所述的热线语音菜单信息进一步包括热线号码、菜单级别、菜单名称、菜单编号等。 9. The method according to claim 8, wherein said wire further comprises a voice menu information hotline number, menu level, menu name, menu number.
10.根据权利要求8所述的方法,其特征在于,所述的多媒体互动信息进一步包括热线号码、菜单编号、对应多媒体播放文件等。 10. The method according to claim 8, wherein said interactive multimedia information further comprises a hotline number, the menu number, corresponding to the multimedia player files.
11.根据权利要求8所述的方法,其特征在于,所述的宣传文本信息进一步包括热线号码、拨打热线时播放的宣传文本、菜单编号、选择业务菜单时播放的宣传文本等。 11. The method according to claim 8, wherein said information further includes text promote the hotline number, when the playback promote helpline text, menu number, text, etc., to promote its play when selecting a service menu.
12.根据权利要求7所述的方法,其特征在于,所述的客户端进一步包括热线信息存储单元、热线信息查询单元、可视化菜单及多媒体展示单元、互动控制单元,包括: 所述热线信息存储单元完成一批热线相关信息的存储,存储的信息包括热线号码、热线语音菜单信息、多媒体互动信息、宣传文本信息; 所述热线信息信息查询单元从所述服务器查询用户所关心的热线,并存储到本地;根据热线号码向服务器发起请求,获得最新热线号码相关语音菜单信息、多媒体互动信息、宣传文本信息; 所述可视化菜单及多媒体展示单元根据互动控制单元要求以图形化展示热线相关语音菜单信息及多媒体互动信息、宣传文本信息; 所述互动控制单元信息完成用户按键的获取,并根据用户选择的按键,通过可视化菜单及多媒体展示单元展示相应菜单、媒体信息或文本 12. The method according to claim 7, wherein said client information storage unit further comprises a wire, hot information query unit, visual and multimedia presentation unit menus, interactive control unit, comprising: the information storing hot unit completed a number of storage-related information hotline, information stored includes hotline number, voice menu information hotline, interactive multimedia information, promotional text information; the information hotline inquiry unit hotline interest to the user from the server, and storage local; initiating the hotline number request to the server, the latest hotline number associated voice menu information, interactive multimedia information, to promote its text information; the visual menus and multimedia presentation unit in a graphic representation hotline dependent voice menu information according to interact with the control unit requires and interactive multimedia information, promotional text information; the user to interact with the control unit to complete the key information acquisition, and the user selected key, by visualizing the menu display and multimedia presentation unit corresponding menu, media information, or text
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