CN103701972B - A kind of method and system of intelligent replying voice messaging - Google Patents
A kind of method and system of intelligent replying voice messaging Download PDFInfo
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- CN103701972B CN103701972B CN201310626905.5A CN201310626905A CN103701972B CN 103701972 B CN103701972 B CN 103701972B CN 201310626905 A CN201310626905 A CN 201310626905A CN 103701972 B CN103701972 B CN 103701972B
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- voice messaging
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- personal information
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Abstract
The present invention provides a kind of method of intelligent replying voice messaging, including, it determines call in operation the number information of corresponding destination end whether with preset number information match；If the number information of this destination end and this preset number information match, the voice messaging that this destination end that monitoring receives sends；Judge whether this voice messaging matches with default question information, and when this voice messaging matches with default question information, obtain the personal information corresponding with this voice messaging；Automatically enter this personal information, until it reaches first imposes a condition.
Description
Technical field
The present invention relates to communication technical field, particularly relate to the method and system of a kind of intelligent replying voice messaging.
Background technology
There is the unit of customer service system to prevent letting out of the personal information of client in shopping at network, bank etc.
Leakage, it is ensured that the interests of client, when its Service Phone of customers dial seeks service, is required for being carried by voice
Show the language selecting needs to use, relevant information (telephone number, the identification card number showing personal identification is provided
Deng), and cause client before linking up with service personal, expend considerable time and effort input personal data.
Summary of the invention
The present invention provides the method and system of a kind of intelligent replying voice messaging, it is possible to ensureing individual subscriber money
On the basis of material safety, save user time, improve user and dial convenience and the use of customer service call
Family is experienced.
For reaching above-mentioned purpose, a kind of method that the invention provides intelligent replying voice messaging, including following
Step,
Differentiate and whether call in operation the number information of corresponding destination end with preset number information mutually
Join；
If the number information of this destination end and this preset number information match, this destination end that monitoring receives
The voice messaging sent；
Judge whether this voice messaging matches with default question information, and when this voice messaging is putd question to presetting
During information match, obtain the personal information corresponding with this voice messaging；
Automatically enter this personal information, until it reaches first imposes a condition.
It is also preferred that the left this first imposes a condition and terminates monitoring information for: this voice messaging match with presetting, or
The artificial connection information of this destination end detected.
It is also preferred that the left this preset number information includes: customer service call number, or customer service call is special
Prefix；This default question information includes: nationality, use language, identity card, name, telephone number,
Bank card number, home address or user preset problem；Corresponding personal information includes: nationality's information, language
Speech information, ID card information, name information, telephone number information, bank card number information, home address
Information or user preset answer.
It is also preferred that the left the step obtaining the personal information corresponding with this voice messaging includes,
The personal information corresponding with this voice messaging is extracted from the data base of pre-stored；Or
Receive the command information that user sends, this command information is converted into the individual corresponding with this voice messaging
Information.
It is also preferred that the left also include,
When the voice messaging of this destination end does not matches that with this default question information, prompting user cannot be automatic
Obtain personal information, ask user to reply this voice messaging, the return information that input user sends, until it reaches
First imposes a condition.
It is also preferred that the left the step automatically entering this personal information includes, automatically this personal information is converted into response
Keying input information needed for this destination end.
Present invention also offers the system of a kind of intelligent replying voice messaging, this system includes,
Differentiate module, for differentiating that whether the number information calling destination end corresponding in operation is with default
Number information matches；
Monitoring module, if being used for number information and this preset number information match of this destination end, monitoring connects
The voice messaging that this destination end received sends；
Judge module, be used for judging whether this voice messaging matches with default question information；
Obtain module, for when this voice messaging matches with default question information, obtain and believe with this voice
The personal information that breath is corresponding；
First processes module, is used for automatically entering this personal information, until it reaches first imposes a condition.
It is also preferred that the left this first imposes a condition and terminates monitoring information for: this voice messaging match with presetting, or
Monitor the artificial connection information of this destination end.
It is also preferred that the left this preset number information includes: customer service call number, or customer service call is special
Prefix；This default question information includes: nationality, use language, identity card, name, telephone number,
Bank card number, home address or user preset problem；Corresponding personal information includes: nationality's information, language
Speech information, ID card information, name information, telephone number information, bank card number information, home address
Information or user preset answer.
It is also preferred that the left this acquisition module, corresponding with this voice messaging for extracting from the data base of pre-stored
Personal information；Or receive the command information that user sends, this command information is converted into and this voice messaging pair
The personal information answered.
It is also preferred that the left also include, second processes module, for default carrying with this when the voice messaging of this destination end
When the information of asking does not matches that, prompting user cannot obtain personal information automatically, asks user to reply this voice messaging,
The return information that input user sends, until it reaches first imposes a condition.
It is also preferred that the left this first process module, for automatically this personal information being converted into this destination end institute of response
The keying input information needed.
Compared with prior art, the method for the intelligent replying voice messaging that the present invention provides, it is possible to differentiate and dial
Whether the number information of destination end corresponding in phone operation is preset number information, and determining destination end
After number information and preset number information match, it is possible to the voice messaging that monitoring objective end sends, this language
Whether message breath matches with default question information, and when this voice messaging matches with default question information,
The personal information corresponding with this voice messaging can be obtained, and automatically enter this personal information, and then save
User time, improves user and dials convenience and the Consumer's Experience of customer service call；Meanwhile, reception is worked as
To this destination end send voice messaging reach to impose a condition time, stop monitoring objective end send voice letter
Breath, it is ensured that the safety of individual subscriber data.
Accompanying drawing explanation
Fig. 1 is the schematic flow sheet of the method for first embodiment of the invention a kind of intelligent replying voice messaging；
Fig. 2 is the schematic flow sheet of the method for second embodiment of the invention a kind of intelligent replying voice messaging；
Fig. 3 is the structural representation of the system of third embodiment of the invention a kind of intelligent replying voice messaging；
Fig. 4 is the structural representation of the system of fourth embodiment of the invention a kind of intelligent replying voice messaging.
Detailed description of the invention
For making the purpose of the present invention, structure, feature and function thereof are had further understanding, hereby coordinate reality
Execute example and describe in detail as follows.
Shown in Figure 1, a kind of intelligent replying voice messaging of first embodiment of the invention offer is provided
Method, the method includes:
Step 1, differentiate call in operation the number information of corresponding destination end whether with preset number information
Match.
If the number information of this destination end and this preset number information match, then perform step 2.
Those skilled in the present invention is appreciated that, when user performs to call operation, can carry target
The number information of end.After user performs to call operation, it may be determined that perform and call operation,
And obtain this number information calling destination end corresponding to operation.
Wherein, this preset number information can include customer service call number, such as, China Construction Bank,
The customer service call number etc. of China Telecom, China Merchants Bank etc..This preset number information can also be
Customer service call special number prefix, such as, the prefix 955 of each bank client Service Phone, each net
The customer service call prefix 400 etc. of upper shopping website.
Concrete, determine the number information of the destination end carried in dial-up operation whether with preset number information phase
Coupling may is that the number information determining the destination end carried in dial-up operation is the completeest with preset number information
Full coupling.Exemplary, preset number information includes: 95533, and the number information only carried also is 95533
Time, determine the number information and preset number information match carried in dial-up operation.
Optionally, determine the number information of the destination end carried in dial-up operation whether with preset number information phase
Coupling can also be: determines that the number information carried in dial-up operation mates with preset number message part.Show
Example, preset number information includes: 955, as long as the prefix of the number information carried is 955, determines
The number information carried in dial-up operation and preset number information match.
If the number information of this destination end of step 2 and this preset number information match, what monitoring received should
The voice messaging that destination end sends.In actual applications, can by set application program automatically start or by with
The mode that family manually boots is to open monitoring.Preferably, it is manual answering so that individual is hidden for preventing destination end
Private leakage, can comprise the most further and differentiate whether the voice messaging that this destination end sends is machine language
The step of sound (the most unartificial response), only just carries out step 3 when destination end is non-manual answering.
Step 3, judge whether this voice messaging matches with default question information.
Wherein, default question information may include that nationality, uses language, identity card, name, phone number
Code, bank card number, home address or user preset problem etc..Corresponding personal information may include that state
Nationality information, use linguistic information, ID card information, name information, telephone number information, bank card number
Information, home address information or user preset answer etc..Exemplary, this question information preset can be:
Please input name, identification card number please be input, bank's card number etc. please be input；Corresponding personal information can be:
Zhang San, 43102119651112000x, 4357414126350031598 etc..
Step 4, when this voice messaging and default question information match, obtain corresponding with this voice messaging
Personal information.
Wherein, the step obtaining the personal information corresponding with this voice messaging includes: from the data base of pre-stored
The personal information that middle extraction is corresponding with this voice messaging；Or receive the command information that user sends, by this instruction
Information is converted into the personal information corresponding with this voice messaging.
Step 5, automatically enter this personal information, until it reaches first imposes a condition.
If reaching first to impose a condition, then terminate；If not up to first imposes a condition, then perform step 2.
The step automatically entering this personal information includes, this personal information is converted into response this destination end automatically
Required keying input information.Exemplary, when this personal information is ID (identity number) card No., work as identification card number
When code includes " x ", automatically " x " is converted to " # ".Such as, this personal information is:
43102119651112000x, being converted into the keying input information needed for responding this destination end is:
43102119651112000#。
Wherein, this first imposes a condition and can be: this voice messaging and presetting terminates monitoring voice messaging mutually
Join.Concrete, this presets end monitoring voice messaging can be line customer service, the most after a while；Cannot carry
For customer service, dial etc. the most after a while.This first imposes a condition and can also be: this destination end detected
Manually connect information.Concrete, such as, this destination end detected manually connects signal.
Shown in Figure 2, a kind of intelligent replying voice messaging of second embodiment of the invention offer is provided
Method, unlike above-mentioned first embodiment, also includes:
Step 6, when voice messaging and this default question information of this destination end do not match that, prompting user without
Method obtains personal information automatically, asks user to reply this voice messaging.
The return information that step 7, input user send, until it reaches first imposes a condition.
If reaching first to impose a condition, then terminate；If not up to first imposes a condition, then perform step 2.
Wherein, this user manually to input or can reply this voice messaging in the way of voice.As this user
When replying this voice messaging by the way of voice, need the voice messaging that this user replys is converted into response
Keying input information needed for this destination end.
Exemplary, the voice messaging that destination end sends is: please input name；Monitoring this voice messaging
Afterwards, determine that this voice messaging matches with the question information preset, then, obtain from data base and be somebody's turn to do
The answer of voice messaging coupling, such as, Zhang San, automatically enter this answer, and this answer is sent to this mesh
Mark end.Continuing the voice messaging that monitoring receives, this time, voice messaging is: please input ID (identity number) card No.；
After monitoring this voice messaging, determine that this voice messaging matches, from data with the question information preset
Storehouse obtains the answer mated with this voice messaging, such as, 43102119651112000x, automatically enters this
Answer, and this answer is sent to this destination end.Continue the voice messaging that monitoring receives, this time, voice
Information is: PLSCONFM information is the most correct, the most please by 1, returns upper level please by 9；Monitoring this language
After message breath, determining that this voice messaging does not matches that with the question information preset, prompting user cannot be automatic
Obtain personal information, ask user to reply this voice messaging；After user replys this voice messaging, continue prison
Surveying the voice messaging received, this time, voice messaging is: just in line customer service, the most after a while；Monitoring
After this voice messaging, determine that this voice messaging does not matches that with the question information preset, and this voice messaging
For default ending message, stop the voice messaging that monitoring receives.
The method of the intelligent replying voice messaging that the present invention provides, it is possible to differentiate and call correspondence in operation
Whether the number information of destination end is preset number information, and is determining the number information of destination end and presetting number
After code information match, it is possible to the voice messaging that monitoring objective end sends, whether this voice messaging is with default
Question information matches, and when this voice messaging matches with default question information, it is possible to obtain and this language
The personal information that message breath is corresponding, and automatically enter this personal information, and then save user time, improve
User dials convenience and the Consumer's Experience of customer service call；Meanwhile, send out when this destination end received
When the voice messaging sent reaches to impose a condition, stop the voice messaging that monitoring objective end sends, it is ensured that user
The safety of personal information.
Shown in Figure 3, a kind of intelligent replying voice messaging of third embodiment of the invention offer is provided
System, this system 30 includes: differentiates module 31, monitoring module 32, obtain module the 33, first process mould
Organize 34 and judge module 36.
Differentiate module 31, for differentiate the number information calling in operation corresponding destination end whether with in advance
If number information matches.
Wherein, this preset number information includes: customer service call number, or special number of customer service call
Code prefix.
Monitoring module 32, if being used for number information and this preset number information match of this destination end, monitoring
The voice messaging that this destination end received sends.
Judge module 36, be used for judging whether this voice messaging matches with default question information.
Obtain module 33, for when this voice messaging matches with default question information, obtaining and this voice
The personal information that information is corresponding.
Wherein, this default question information includes: nationality, use language, identity card, name, telephone number,
Bank card number, home address or user preset problem；Corresponding personal information includes: nationality's information, language
Speech information, ID card information, name information, telephone number information, bank card number information, home address
Information or user preset answer.
First processes module 34, is used for automatically entering this personal information, until it reaches first imposes a condition.
Wherein, this first imposes a condition and terminates monitoring information for: this voice messaging match with presetting, or prison
Measure the artificial connection information of this destination end.
Further, this acquisition module 33 is corresponding with this voice messaging for extracting from the data base of pre-stored
Personal information；Or receive the command information that user sends, this command information is converted into and this voice messaging
Corresponding personal information.
Further, this first process module 34, for being automatically converted into this destination end of response by this personal information
Required keying input information.
Shown in Figure 4, a kind of intelligent replying voice messaging of fourth embodiment of the invention offer is provided
System, unlike above-mentioned 3rd embodiment, the system 30 of this intelligent replying voice messaging also includes: the
Two process module 35.
This second processes module 35, for voice messaging and this default question information when this destination end mutually
Timing, prompting user cannot obtain personal information automatically, asks user to reply this voice messaging, and input user sends out
The return information sent, until it reaches first imposes a condition.
The system of the intelligent replying voice messaging that the present invention provides, it determines module can differentiate calls operation
Whether the number information of the destination end of middle correspondence is preset number information, monitoring module determine destination end number
After code information and preset number information match, it is possible to the voice messaging that monitoring objective end sends, when this language
Message breath with preset question information match time, obtain module can obtain the individual corresponding with this voice messaging
Information, first processes module automatically enters this personal information, and then saves user time, improves user
Dial convenience and the Consumer's Experience of customer service call；Meanwhile, process what module judgement received when first
When the voice messaging that this destination end sends reaches to impose a condition, monitoring module can stop monitoring objective end and send
Voice messaging, it is ensured that the safety of individual subscriber data.
The present invention is been described by by above-mentioned related embodiment, but above-described embodiment is only and implements the present invention's
Example.It must be noted that, the embodiment disclosed is not limiting as the scope of the present invention.On the contrary, not
The change made in departing from the spirit and scope of the present invention and retouching, all belong to the scope of patent protection of the present invention.
Claims (10)
1. the method for an intelligent replying voice messaging, it is characterised in that comprise the following steps,
Differentiate and whether call in operation the number information of corresponding destination end with preset number information mutually
Join；
If the number information of this destination end and this preset number information match, this destination end that monitoring receives
The voice messaging sent；
Judge whether this voice messaging matches with default question information, and when this voice messaging is putd question to presetting
During information match, obtain the personal information corresponding with this voice messaging；
Automatically this personal information is converted into and responds the keying input information needed for this destination end to automatically enter
This personal information, until it reaches first imposes a condition.
2. the method for claim 1, it is characterised in that this first imposes a condition and believe into: this voice
Cease and match with the default monitoring information that terminates, or the artificial connection information of this destination end detected.
3. the method for claim 1, it is characterised in that this preset number information includes: client takes
Business telephone number, or customer service call special number prefix；This default question information includes: nationality, make
By language, identity card, name, telephone number, bank card number, home address or user preset problem；
Corresponding personal information includes: nationality's information, linguistic information, ID card information, name information, phone number
Code information, bank card number information, home address information or user preset answer.
4. the method for claim 1, it is characterised in that obtain the individual corresponding with this voice messaging
The step of information includes,
The personal information corresponding with this voice messaging is extracted from the data base of pre-stored；Or
Receive the command information that user sends, this command information is converted into the individual corresponding with this voice messaging
Information.
5. the method for claim 1, it is characterised in that also include,
When the voice messaging of this destination end does not matches that with this default question information, prompting user cannot be automatic
Obtain personal information, ask user to reply this voice messaging, the return information that input user sends, until it reaches
First imposes a condition.
6. the system of an intelligent replying voice messaging, it is characterised in that this system includes,
Differentiate module, for differentiating that whether the number information calling destination end corresponding in operation is with default
Number information matches；
Monitoring module, if being used for number information and this preset number information match of this destination end, monitoring connects
The voice messaging that this destination end received sends；
Judge module, be used for judging whether this voice messaging matches with default question information；
Obtain module, for when this voice messaging matches with default question information, obtain and believe with this voice
The personal information that breath is corresponding；
First processes module, defeated for this personal information is converted into button needed for responding this destination end automatically
Enter information to automatically enter this personal information, until it reaches first imposes a condition.
7. system as claimed in claim 6, it is characterised in that this first impose a condition into: this voice is believed
Cease and match with the default monitoring information that terminates, or monitor the artificial connection information of this destination end.
8. system as claimed in claim 6, it is characterised in that this preset number information includes: client takes
Business telephone number, or customer service call special number prefix；This default question information includes: nationality, make
By language, identity card, name, telephone number, bank card number, home address or user preset problem；
Corresponding personal information includes: nationality's information, linguistic information, ID card information, name information, phone number
Code information, bank card number information, home address information or user preset answer.
9. system as claimed in claim 6, it is characterised in that this acquisition module, for from pre-stored
Data base extracts the personal information corresponding with this voice messaging；Or receive the command information that user sends, will
This command information is converted into the personal information corresponding with this voice messaging.
10. system as claimed in claim 6, it is characterised in that also include, second processes module, uses
In time not matching that with this default question information when the voice messaging of this destination end, prompting user cannot obtain automatically
Take personal information, ask user to reply this voice messaging, the return information that input user sends, until it reaches the
One imposes a condition.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201310626905.5A CN103701972B (en) | 2013-11-28 | 2013-11-28 | A kind of method and system of intelligent replying voice messaging |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201310626905.5A CN103701972B (en) | 2013-11-28 | 2013-11-28 | A kind of method and system of intelligent replying voice messaging |
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| Publication Number | Publication Date |
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| CN103701972A CN103701972A (en) | 2014-04-02 |
| CN103701972B true CN103701972B (en) | 2016-09-28 |
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| CN201310626905.5A Expired - Fee Related CN103701972B (en) | 2013-11-28 | 2013-11-28 | A kind of method and system of intelligent replying voice messaging |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN107454243A (en) * | 2016-05-31 | 2017-12-08 | 北京搜狗科技发展有限公司 | A kind of communication processing method and device |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN201504266U (en) * | 2009-07-16 | 2010-06-09 | 交通银行股份有限公司 | User voice processing system based on telephone bank |
| EP2620939A1 (en) * | 2012-01-29 | 2013-07-31 | Tektronix, Inc. | Speech processing in telecommunication networks |
| CN103095813A (en) * | 2012-12-31 | 2013-05-08 | 威盛电子股份有限公司 | Voice interaction system, mobile terminal device and voice communication method |
| CN103118206B (en) * | 2013-01-25 | 2015-10-28 | 西安电子科技大学 | The system and method for generation interactive voice response information displaying menu Network Based |
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