CN104052883A - Method, device and system for obtaining menu information - Google Patents

Method, device and system for obtaining menu information Download PDF

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Publication number
CN104052883A
CN104052883A CN201310079285.8A CN201310079285A CN104052883A CN 104052883 A CN104052883 A CN 104052883A CN 201310079285 A CN201310079285 A CN 201310079285A CN 104052883 A CN104052883 A CN 104052883A
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China
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information
user
menu
es
receiving
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CN201310079285.8A
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Chinese (zh)
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冯廷伟
李嘉
曹莉
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华为技术有限公司
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Priority to CN201310079285.8A priority Critical patent/CN104052883A/en
Publication of CN104052883A publication Critical patent/CN104052883A/en

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Abstract

An embodiment of the invention provides a method, device and system for obtaining menu information, relates to the field of a call center system, and is to solve the problems of poor user experience due to tedious and complex IVR menu information, and low work efficiency of the call center system. The method comprises an expert system ES receives user request information sent by an IVR server, the user request information comprising user identification information, determines whether the user identification information is stored, generates menu information according to the determination result, and sends the menu information to the interactive voice response (IVR) server, so as to help the IVR server to send the menu information to user equipment. The method, device and system for obtaining the menu information are used for obtaining the menu information.

Description

一种获取菜单信息的方法、设备和系统 A method for obtaining menu information, apparatus and system

技术领域 FIELD

[0001] 本发明涉及呼叫中心系统领域,尤其涉及一种获取菜单信息的方法、设备和系统。 [0001] The present invention relates to a call center system, and more particularly relates to a method for obtaining menu information, apparatus and system.

背景技术 Background technique

[0002] 现有呼叫中心的IVR(Interactive Voice Response,互动式语音应答)服务器,基本都是通过录音方式,生成固定不变的多级菜单信息,一般情况下,用户都是需要听完所有的菜单信息后才能选择符合自己需求的备选信息而接受服务,因此,很多用户都是直接选择人工服务,而不想通过繁琐的菜单信息选择而寻找需求的备选信息。 [0002] IVR existing call center (Interactive Voice Response, IVR) server, by recording mode basically to generate multi-level fixed menu information, under normal circumstances, all users are required listening alternative information can be selected in line with their needs after receiving menu information and services, therefore, many users are directly select manual service, but do not want to look for alternative information needs through complicated menu selection information.

[0003] 但是,由于通过录音方式的固定不变的菜单信息往往非常繁琐,导致用户无论是否需要,都要听完所有的菜单信息后才能选择符合自己需求的备选信息而接受服务,甚至当菜单信息播放完毕后,用户可能不记得自身需要的服务对应菜单信息中的哪一个备选信息,用户体验非常差,另外,当菜单信息中的备选信息越多,播放需要的时间越长,极大降低了呼叫中心系统的工作效率。 [0003] However, since the fixed menu information recording methods are often very complicated, causing the user whether or not need to be listened to in order to select the alternative information meets your needs after all of the menu information and receive services, even when when the menu information has finished playing, the user may not remember which one candidate information corresponding to their own needs service menu information, the user experience is very poor, in addition, more information in the menu when the alternative information, the longer the time needed to play, greatly reducing the efficiency of the call center system.

发明内容 SUMMARY

[0004] 本发明的实施例提供一种获取菜单信息的方法、设备和系统,以解决由于IVR菜单信息的繁琐而造成的用户体验差以及呼叫中心系统的工作效率低的问题。 Example [0004] The present invention provides a method for obtaining menu information, apparatus and system to address the low productivity and poor user experience because the call center system cumbersome IVR menu information caused problems.

[0005] —方面,提供一种获取菜单信息的方法,包括: [0005] - aspect, a method for obtaining menu information, comprising:

[0006] 专家系统ES接收IVR服务器发送的用户请求信息;所述用户请求信息包括用户标识息; [0006] The expert system ES receives the IVR server request information sent by the user; the user request information includes user identification information;

[0007] 确定是否存储有所述用户标识信息,并根据确定结果生成菜单信息; [0007] determining whether the user identification information is stored, and generates menu information in accordance with the determination result;

[0008] 将所述菜单信息发送至互动式语音应答IVR服务器,以便所述IVR服务器将所述菜单信息发送至用户设备。 [0008] transmits the menu information to interactive voice response IVR server, IVR server so that the menu information is transmitted to the user equipment.

[0009] 在第一方面第一种可能的实现方式中,所述根据确定结果生成菜单信息包括: [0009] In a first aspect of a first possible implementation, the menu information generated according to the determination result comprises:

[0010] 在确定存储有所述用户标识信息时,根据所述用户标识信息对应的备选信息生成所述菜单信息,所述备选信息为所述菜单信息中的高优先级信息。 [0010] When there are the user identification information according to the user identification information corresponding to the menu information generating alternative information, the candidate information of the high priority information determined in the menu information memory.

[0011] 结合第一方面第一种可能的实现方式,在第二种可能的实现方式中,所述方法还包括: [0011] combination with the first aspect of the first possible implementation mode, in a second possible implementation, the method further comprising:

[0012] 接收所述IVR服务器发送的选项信息,所述选项信息包括用户从所述菜单信息的备选信息中确定的信息;其中,所述菜单信息包括至少一个备选信息; [0012] receiving the option information sent by IVR server, the option information includes information determined by the user from the candidate information in said menu information; wherein said at least one menu information includes alternative information;

[0013] 建立所述选项信息与所述用户标识信息的对应关系。 [0013] The correspondence relationship of the option information and the user identification information.

[0014] 结合第一方面,在第三种可能的实现方式中,所述根据确定结果生成菜单信息包括:在确定未存储所述用户标识信息时,向所述IVR服务器发送请求响应消息,以便所述IVR服务器向所述用户设备发送提示信息,所述提示信息用于提示用户通过所述用户设备输入所述用户输入信息,并接收所述用户设备发送的所述用户输入信息; [0014] with the first aspect, in a third possible implementation, the generated menu information based on the determination comprises: when the user identification information is not stored is determined, to the IVR server sends a request response message, for the IVR server transmits prompt information to the user equipment, the prompt message for prompting the user via the user input device to the user input information, and receive the user input information sent by the user equipment;

[0015] 在所述IVR服务器确定所述用户输入信息为确定信息时,接收所述IVR服务器发送的所述用户输入信息,根据所述用户输入信息对应的备选信息生成菜单信息,所述备选信息为所述菜单信息中的高优先级信息; [0015] In the IVR server determines the user input information is the determination information, receiving the user input information sent by IVR server, alternative input information corresponding menu information is generated according to the user, said apparatus information selected from the menu information of the high priority information;

[0016] 在所述IVR服务器确定所述用户输入信息为不确定信息时,接收所述IVR服务器发送的获取请求信息,根据所述获取请求信息获取备选信息,并根据所述备选信息生成菜单信息;所述备选信息为所述菜单信息中的高优先级信息。 [0016] In the IVR server determines the user input information is uncertain information, receives the information acquisition request sent by IVR server, request information according to the acquired information acquired Alternatively, and according to the candidate information generation menu information; alternatively the information is high priority information of the menu information.

[0017] 结合第三种可能的实现方式,在第四种可能的实现方式中,所述方法还包括: [0017] The third possible implementation bound manner, in a fourth possible implementation manner, the method further comprising:

[0018] 接收所述IVR服务器发送的选项信息,所述选项信息包括用户从所述菜单信息的备选信息中确定的信息;其中,所述菜单信息包括至少一个备选信息; [0018] receiving the option information sent by IVR server, the option information includes information determined by the user from the candidate information in said menu information; wherein said at least one menu information includes alternative information;

[0019] 更新所述选项信息对应的备选信息。 [0019] Alternatively, the option to update the corresponding information.

[0020] 第二方面,提供一种获取菜单信息的方法,其特征在于,包括: [0020] a second aspect, there is provided a method for obtaining menu information, characterized by comprising:

[0021] IVR服务器向ES发送包括用户标识信息的用户请求信息,以便所述ES确定是否存储有所述用户标识信息,并根据确定结果生成菜单信息; [0021] IVR server sends a user identification information including user ES request information to the ES determine if the user identification information is stored, and generates menu information in accordance with the determination result;

[0022] 接收所述ES发送的菜单信息; [0022] ES receives the menu information is transmitted;

[0023] 将所述菜单信息发送至用户设备。 [0023] transmits the menu information to the user equipment.

[0024] 在第二方面第一种可能的实现方式中,在所述接收所述ES发送的菜单信息后,所述方法还包括: [0024] In a second aspect of a first possible implementation, after the menu information sent from the receiving the ES, the method further comprising:

[0025] 将所述菜单信息发送至信息类型转换设备,以便所述信息类型转换设备将所述菜单信息转换为语音菜单信息; [0025] to send the message type menu information conversion apparatus, the type of information to the conversion device into a voice menu information menu information;

[0026] 接收所述信息类型转换设备发送的所述语音菜单信息; [0026] receiving the voice menu type information transmitted from the conversion device;

[0027] 所述将所述菜单信息发送至用户设备包括:将所述语音菜单信息发送至所述用户设备。 [0027] The sending the menu information to a user equipment comprising: transmitting the voice menu information to the user equipment.

[0028] 结合第二方面或第二方面第一种可能的实现方式,在第二种可能的时间方式中,所述接收所述ES发送的菜单信息包括:在所述ES确定存储有所述用户标识信息时,接收所述ES发送的菜单信息,其中,所述菜单信息包括与所述用户标识信息对应的备选信息,所述备选信息为所述菜单信息中的高优先级信息。 [0028] combination with the second aspect of the first or second possible implementation mode, time in a second possible embodiment, the receiving the transmitted ES menu information comprising: determining in said storage with said ES when the user identification information, menu information to receive the transmitted ES, wherein the menu information includes alternative information corresponding to the user identification information, the candidate information is high priority information of the menu information.

[0029] 结合第二种可能的实现方式,在第三种可能的实现方式中,所述将所述菜单信息发送至用户设备后,所述方法还包括: After the [0029] combination with the second possible implementation manner, in a third possible implementation, the transmitting the menu information to a user equipment, the method further comprising:

[0030] 接收所述用户设备发送的选项信息,所述选项信息包括用户从所述菜单信息的备选信息中确定的信息;其中,所述菜单信息包括至少一个备选信息; [0030] receiving the option information of the user equipment, option information includes the information of the user determined from the candidate information in said menu information; wherein said at least one menu information includes alternative information;

[0031] 将所述选项信息发送至所述ES,以便所述ES建立所述选项信息与所述用户标识信息的对应关系。 [0031] sending the option information to the ES, the ES to establish a corresponding relationship between the user identification information and the option information.

[0032] 结合第三种可能的实现方式,在第四种可能的实现方式中,在所述接收所述用户设备发送的选项信息后,所述方法还包括: [0032] The third possible implementation bound manner, in a fourth possible implementation manner, after said receiving the option information of the user equipment, the method further comprising:

[0033] 在确定所述选项信息为语音信息时,将所述选项信息发送至信息类型转换设备,以便所述信息类型转换设备将所述选项信息由语音信息转换为文本信息。 [0033] In determining the option information is voice information, option information to the transmitting message type conversion device, the type of information to the conversion device option information from the voice information into text information.

[0034] 结合第二方面或第二方面第一种可能的实现方式,在第五种可能的实现方式中,在所述接收所述ES发送的菜单信息前,所述方法还包括: Before the [0034] combination with the second aspect of the first or second possible implementation mode, in a fifth possible implementation manner, the receiving the transmitted ES menu information, the method further comprising:

[0035] 在所述ES确定未存储所述用户标识信息时,接收所述ES发送的请求响应消息,并向所述用户设备发送提示信息,所述提示信息用于提示用户通过所述用户设备输入用户输入信息,接收所述用户设备发送的所述用户输入信息, When [0035] the user identification information is not stored in the ES determining, in response to receiving the request ES message sent to the user equipment sends an alert message, a message for prompting the user via the user device enter the user input information, receiving the user device transmitting the user input information,

[0036] 在确定所述用户输入信息为确定信息时,将所述用户输入信息发送至所述ES,所述接收所述ES发送的菜单信息包括: [0036] In determining the user input information is the determination information, the user input information to the ES, the ES receiving the menu information transmitted comprises:

[0037] 接收所述ES根据所述用户输入信息生成并发送的菜单信息,其中,所述菜单信息包括与所述用户输入信息对应的备选信息,所述备选信息为所述菜单信息中的高优先级信息; Menu Information [0037] ES receives the user input information based on the generated and transmitted, wherein the menu information includes the alternative information corresponding to the input information with the user, the candidate information of the menu information the high priority information;

[0038] 在确定所述用户输入信息为不确定信息时,向所述ES发送获取请求信息,所述接收所述ES发送的菜单信息包括:接收所述ES根据所述获取请求信息生成并发送的菜单信息,其中,所述菜单信息包括所述ES根据所述获取请求信息获取的备选信息。 [0038] determined that the user input information is uncertain information acquisition request is sent to the ES information, said menu information comprises receiving the transmitted ES: ES receiving the acquisition request based on the information generated and transmitted menu information, wherein the menu information includes the alternative information ES according to the request for information acquisition.

[0039] 结合第五种可能的实现方式,在第六种可能的实现方式中,所述将所述菜单信息发送至用户设备后,所述方法还包括: After the [0039] combination with the fifth possible implementation manner, in a sixth possible implementation manner, the sending the menu information to a user equipment, the method further comprising:

[0040] 接收所述用户设备发送的选项信息,所述选项信息包括用户从所述菜单信息的备选信息中确定的信息;其中,所述菜单信息包括至少一个备选信息; [0040] receiving the option information of the user equipment, option information includes the information of the user determined from the candidate information in said menu information; wherein said at least one menu information includes alternative information;

[0041] 将所述选项信息发送至所述ES,以便所述ES更新所述选项信息对应的备选信息。 [0041] sending the option information to the ES, the ES to update the alternative option information corresponding to the information.

[0042] 结合第五种可能的实现方式或第六种可能的实现方式,在第七种可能的实现方式中,所述接收所述用户设备发送的所述用户输入信息包括: [0042] combination with the fifth or the sixth possible implementation manner possible implementation mode, in a seventh possible implementation manner, the receiving the user input information sent by the user equipment comprising:

[0043] 在确定所述用户输入信息为用户输入文本信息时,接收所述用户设备发送的所述用户输入文本信息; When [0043] the user input information is determined as the user input text information, receiving user equipment of the user input text information;

[0044] 在确定所述用户输入信息为用户输入语音信息时,接收所述用户设备发送的用户输入语音信息;在所述接收所述用户设备发送的用户输入语音信息后,所述方法还包括: [0044] determined that the user input information in the input voice information to the user, the user input receiving voice information transmitted from the user equipment; after receiving the user input the voice information sent by the user equipment, the method further comprises :

[0045] 将所述用户输入语音信息发送至所述信息类型转换设备,以便所述信息类型转换设备将所述用户输入语音信息转换为用户输入文本信息;所述IVR服务器接收所述信息类型转换设备发送的所述用户输入文本信息。 [0045] sending the voice information input to the user type information converting apparatus for converting the type of information the user input device, the voice information converting input text information for the user; the IVR server receives the conversion information type the user equipment sends input text information.

[0046] 第三方面,提供一种专家系统ES,包括: [0046] The third aspect, an expert system ES, including:

[0047] 接收单元,用于接收IVR服务器发送的用户请求信息;所述用户请求信息包括用户标识信息; [0047] a receiving unit for receiving a user request information sent by IVR server; the user request information includes user identification information;

[0048] 处理单元,用于确定是否存储有所述用户标识信息,并根据确定结果生成菜单信息; [0048] a processing unit for determining whether the user identification information is stored, and generates menu information in accordance with the determination result;

[0049] 发送单元,用于将所述处理单元生成的菜单信息发送至IVR服务器,以便所述IVR服务器将所述菜单信息发送至用户设备。 [0049] The transmitting unit configured to transmit the menu information generated by the processing unit to the IVR server, IVR server so that the menu information is transmitted to the user equipment.

[0050] 在第三方面第一种可能的实现方式中,所述处理单元具体用于,在确定存储有所述用户标识信息时,根据所述用户标识信息对应的备选信息生成所述菜单信息,所述备选信息为所述菜单信息中的高优先级信息。 [0050] In a first possible implementation manner, the processing unit is configured in a third aspect, when the user identification information stored in the determination, according to the user identification information corresponding to said menu information generation alternative information, the candidate information is high priority information of the menu information.

[0051] 结合第一种可能的实现方式,在第二种可能的实现方式中,所述接收单元还用于,接收所述IVR服务器发送的选项信息,所述选项信息包括用户从所述菜单信息的备选信息中确定的信息;其中,所述菜单信息包括至少一个备选信息; [0051] The first possible implementation manner, in a second possible implementation, the receiving unit is further configured to receive the option information sent by IVR server, the information includes a user from the options menu Alternatively, the information identified information; wherein said at least one menu information includes alternative information;

[0052] 所述处理单元还用于,建立所述选项信息与所述用户标识信息的对应关系。 [0052] The processing unit is further configured to establish the corresponding relationship between user identification information and the option information.

[0053] 结合第三方面,在第三种可能的实现方式中,所述处理单元具体用于,在确定未存储所述用户标识信息时,向所述IVR服务器发送请求响应消息,以便所述IVR服务器向所述用户设备发送提示信息,所述提示信息用于提示用户通过所述用户设备输入所述用户输入信息,并接收所述用户设备发送的所述用户输入信息; [0053] reference to the third aspect, in a third possible implementation, the processing unit is configured to, when the user identification information is not stored is determined, to the IVR server sends a request response message, so that the IVR server transmits prompt information to the user equipment, the prompt message for prompting the user via the user input device to the user input information, and receive the user input information sent by the user equipment;

[0054] 所述接收单元还用于,在所述IVR服务器确定所述用户输入信息为确定信息时,接收所述IVR服务器发送的所述用户输入信息; [0054] The receiving unit is further configured to determine the user input information is the determination information, receiving the user input information sent by the server IVR the IVR server;

[0055] 所述处理单元还用于,根据所述接收单元接收的用户输入信息对应的备选信息生成菜单信息,所述备选信息为所述菜单信息中的高优先级信息; [0055] The processing unit is further configured to generate menu information according to an alternative information reception unit receives the user input information corresponding to the candidate information is high priority information of the menu information;

[0056] 所述接收单元还用于,在所述IVR服务器确定所述用户输入信息为不确定信息时,接收所述IVR服务器发送的获取请求信息; [0056] The receiving unit is further configured to determine the user input information is uncertain information, receives the information acquisition request sent by the IVR server IVR server;

[0057] 所述处理单元还用于,根据所述接收单元接收的获取请求信息获取备选信息,并根据所述备选信息生成菜单信息;所述备选信息为所述菜单信息中的高优先级信息。 [0057] The processing unit is further configured to obtain information according to an alternative of the receiving unit receives the acquiring request information, and generates menu information in accordance with information of the candidate; the candidate information of the menu information in high priority information.

[0058] 结合第三种可能的实现方式,在第四种可能的实现方式中,所述接收单元还用于,接收所述IVR服务器发送的选项信息,所述选项信息包括用户从所述菜单信息的备选信息中确定的信息;其中,所述菜单信息包括至少一个备选信息; [0058] The third possible implementation bound manner, in a fourth possible implementation manner, the receiving unit is further configured to receive the option information sent by IVR server, the information includes a user from the options menu Alternatively, the information identified information; wherein said at least one menu information includes alternative information;

[0059] 所述处理单元还用于,更新所述选项信息对应的备选信息。 [0059] The processing unit is further configured to update the alternative option information corresponding to the information.

[0060] 第四方面,提供一种IVR服务器,包括: [0060] The fourth aspect is provided an IVR server, comprising:

[0061] 发送单元,用于向ES发送用户请求信息,所述用户请求信息包括用户标识信息,以便所述ES确定是否存储有所述用户标识信息,并根据确定结果生成菜单信息; [0061] The sending unit, configured to send the user request information to ES, the request information includes the user identification information of the user, so that the ES determine if the user identification information is stored, and generates menu information in accordance with the determination result;

[0062] 接收单元,用于接收所述ES发送的菜单信息; [0062] The receiving means for receiving the transmitted ES menu information;

[0063] 所述发送单元还用于,将所述接收单元接收的菜单信息发送至用户设备。 [0063] The sending unit is further configured, the receiving unit receives the menu information to a user equipment.

[0064] 在第四方面第一种可能的实现方式中,所述发送单元还用于,在所述接收单元接收所述ES发送的菜单信息后,将所述菜单信息发送至信息类型转换设备,以便所述信息类型转换设备将所述菜单信息转换为语音菜单信息; [0064] In a first possible implementation, the sending unit is further used in the fourth aspect, after the menu information transmission unit receiving the ES of the received menu information to send the message type conversion device , so that the type of information conversion apparatus to said voice menu information into the menu information;

[0065] 所述接收单元具体用于,接收所述信息类型转换设备发送的所述语音菜单信息; [0065] The receiving unit is configured to receive the voice menu type information transmitted from the conversion device;

[0066] 所述发送单元具体用于,将所述接收单元接收的语音菜单信息发送至所述用户设备。 The [0066] transmitting unit is configured, the receiving unit receives the voice menu information to the user equipment.

[0067] 结合第四方面或第四方面第一种可能的实现方式,在第二种可能的实现方式中,所述接收单元具体用于,在所述ES确定存储有所述用户标识信息时,接收所述ES发送的菜单信息,其中,所述菜单信息包括与所述用户标识信息对应的备选信息,所述备选信息为所述菜单信息中的高优先级信息。 When the [0067] reference to the fourth aspect or the fourth aspect of the first possible implementation mode, in a second possible implementation, the receiving unit is configured to, in determining the ES stored therein the user identification information receiving the transmitted ES menu information, wherein the menu information includes alternative information corresponding to the user identification information, the candidate information is high priority information of the menu information.

[0068] 结合第二种可能的实现方式,在第三种可能的实现方式中,所述接收单元具体用于,将所述菜单信息发送至用户设备后,接收所述用户设备发送的选项信息,所述选项信息包括用户从所述菜单信息的备选信息中确定的信息;其中,所述菜单信息包括至少一个备选信息; After the [0068] combination with the second possible implementation manner, in a third possible implementation, the receiving unit is configured to transmit the menu information to a user equipment, the user equipment receives the option information transmitted the option information includes information determined by the user from the candidate information in said menu information; wherein said at least one menu information includes alternative information;

[0069] 所述发送单元具体用于,将所述接收单元接收的选项信息发送至所述ES,以便所述ES建立所述选项信息与所述用户标识信息的对应关系。 The [0069] transmitting unit is configured, the receiving means receives the option information is transmitted to the ES, the ES to establish a corresponding relationship between the user identification information and the option information.

[0070] 结合第三种可能的实现方式,在第四种可能的实现方式中,所述发送单元还用于,在所述接收单元接收所述用户设备发送的选项信息后,并在确定所述选项信息为语音信息时,将所述选项信息发送至信息类型转换设备,以便所述信息类型转换设备将所述选项信息由语音信息转换为文本信息。 [0070] A third possible implementation bound manner, in a fourth possible implementation manner, the sending unit is further configured to, after the receiving unit receives the option information of the user equipment, and determining the said option information is voice information, option information to the transmitting message type conversion device, the type of information to the conversion device option information from the voice information into text information.

[0071] 结合第四方面或第一种可能的实现方式,在第五种可能的实现方式中,所述接收单元还用于,在接收所述ES发送的菜单信息前,且在所述ES确定未存储所述用户标识信息时,接收所述ES发送的请求响应消息; [0071] The fourth aspect of the bound or the first possible implementation manner, in a fifth possible implementation manner, the receiving unit is further configured to, prior to receiving the menu information sent from the ES, the ES and determining when the user is not stored identification information, receiving the request response message sent ES;

[0072] 所述发送单元还用于,在所述接收单元接收到所述请求响应消息后,向所述用户设备发送提示信息,所述提示信息用于提示用户通过所述用户设备输入用户输入信息;所述接收单元还用于,接收所述用户设备发送的所述用户输入信息; [0072] The sending unit is further configured to, after the receiving unit receives the request response message, to the user equipment sends an alert message, a message for prompting the user to enter a user through the user input device information; and the receiving unit is further configured to receive the user input information sent by the user equipment;

[0073] 所述发送单元还用于,在确定所述用户输入信息为确定信息时,将所述用户输入信息发送至所述ES,所述接收单元具体用于,接收所述ES根据所述用户输入信息生成并发送的菜单信息,其中,所述菜单信息包括与所述用户输入信息对应的备选信息,所述备选信息为所述菜单信息中的高优先级信息; [0073] The sending unit is further configured to, upon determining that the user input information is the determination information, the user input information to the ES, the receiving unit is specifically configured to receive the ES according to the user input information and transmits the generated menu information, wherein the menu information includes alternative information with the user input information corresponding to the candidate information of the high priority information menu information;

[0074] 所述发送单元还用于,在确定所述用户输入信息为不确定信息时,向所述ES发送获取请求信息,所述接收单元具体用于,接收所述ES根据所述获取请求信息生成并发送的菜单信息,其中,所述菜单信息包括所述ES根据所述获取请求信息获取的备选信息。 [0074] The sending unit is further configured, in determining the user input information is uncertain information, sending a request for information to the ES, the receiving unit is configured to receive the acquisition request based on the ES menu information generating and transmitting information, wherein the menu information includes the alternative information ES according to the request for information acquisition.

[0075] 结合第五种可能的实现方式,在第六种可能的实现方式中,所述接收单元具体用于,将所述菜单信息发送至用户设备后,接收所述用户设备发送的选项信息,所述选项信息包括用户从所述菜单信息的备选信息中确定的信息;其中,所述菜单信息包括至少一个备选信息; After the [0075] combination with the fifth possible implementation manner, in a sixth possible implementation manner, the receiving unit is configured to transmit the menu information to a user equipment, the user equipment receives the option information transmitted the option information includes information determined by the user from the candidate information in said menu information; wherein said at least one menu information includes alternative information;

[0076] 所述发送单元具体用于,将所述接收单元接收的选项信息发送至所述ES,以便所述ES更新所述选项信息对应的备选信息。 The [0076] transmitting unit is configured, the receiving means receives the option information is transmitted to the ES, the ES to update the alternative option information corresponding to the information.

[0077] 结合第五种可能的实现方式或第六种可能的实现方式,在第七种可能的实现方式中,所述接收单元具体用于,在确定所述用户输入信息为用户输入文本信息时,接收所述用户设备发送的所述用户输入文本信息;在确定所述用户输入信息为用户输入语音信息时,接收所述用户设备发送的用户输入语音信息; [0077] combination with the fifth or the sixth possible implementation manner possible implementation mode, in a seventh possible implementation manner, the receiving unit is configured, the user input information input by the user text information is determined when receiving the user device transmitting the user input text information; input information of the user in determining when the user inputs a voice message, the user equipment, receiving a user input voice information;

[0078] 所述发送单元还用于,将所述接收单元接收的用户输入语音信息发送至所述信息类型转换设备,以便所述信息类型转换设备将所述用户输入语音信息转换为用户输入文本信息; [0078] The sending unit is further configured, the receiving unit receives the user input information to the voice conversion apparatus type information, type information to the conversion device converts the input voice information to the user a user input text information;

[0079] 所述接收单元还用于,接收所述信息类型转换设备发送的所述用户输入文本信肩、O [0079] The receiving unit is further configured to receive the user input the text information shoulder type channel conversion device transmitted, O

[0080] 第五方面,提供一种专家系统ES,包括:处理器和存储器,所述存储器存储计算机执行指令,所述处理器与所述存储器通过通信总线连接; [0080] a fifth aspect, there is provided a expert system ES, comprising: a processor and a memory, the memory storing computer-executable instructions, the processor and the memory are connected by a communication bus;

[0081] 当所述ES运行时,所述处理器执行所述存储器存储的所述计算机执行指令,使得所述ES执行权利上述第一方面所述的方法。 [0081] When the ES is running, the computer executes the execution instruction stored in the memory of the processor, such that the ES perform the method claimed in the first aspect.

[0082] 第六方面,提供一种IVR服务器,包括:处理器和存储器,所述存储器存储计算机执行指令,所述处理器与所述存储器通过通信总线连接; [0082] The sixth aspect is provided an IVR server, comprising: a processor and a memory, the memory storing computer-executable instructions, the processor and the memory are connected by a communication bus;

[0083] 当所述IVR服务器运行时,所述处理器执行所述存储器存储的所述计算机执行指令,使得所述IVR服务器执行上述第二方面所述的方法。 [0083] When the IVR server is running, the computer executes the execution instruction stored in the memory of the processor, such that the IVR server perform the method according to the second aspect above.

[0084] 第七方面,提供一种呼叫中心系统,包括:专家系统ES、IVR服务器和信息类型转换设备, [0084] a seventh aspect, there is provided a call center system, comprising: the expert system ES, IVR server and the information conversion device type,

[0085] 所述ES包括上述第三方面所述的ES ; [0085] The ES ES comprising the third aspect;

[0086] 所述IVR服务器包括上述第四方面所述的IVR服务器; [0086] The IVR server IVR server comprising the above-described fourth aspect;

[0087] 所述信息类型转换设备用于将语音信息与文本信息进行相互转换。 The [0087] type information converting apparatus for converting voice information and text information are mutually converted.

[0088] 采用上述方案,ES (Expert System,专家系统)接收IVR服务器发送的用户请求信息,该用户请求信息中包括用户标识信息,ES确定是否存储有该用户标识信息,并根据确定结果获取菜单信息,将该菜单信息发送至IVR服务器,IVR服务器再将该菜单信息发送至用户设备,这样,ES生成的菜单信息是对应用户动态生成的,用户可以从菜单信息中快速的确定需要的备选信息,从而提升了用户体验以及呼叫中心系统的工作效率。 [0088] With the above scheme, ES (Expert System, the expert system) the user receives the IVR server request information sent, the user request information includes the user identification information, ES is determined whether storing the user identification information, and acquires the menu according to the determination result information, transmits the menu information to the IVR server, IVR server then transmits the menu information to the user equipment, so that, ES menu information is generated dynamically generated corresponding to a user, the user can quickly determine the information required from the menu options in the information, thereby enhancing the user experience and the efficiency of the call center system.

附图说明 BRIEF DESCRIPTION

[0089] 为了更清楚地说明本发明实施例或现有技术中的技术方案,下面将对实施例或现有技术描述中所需要使用的附图作简单地介绍,显而易见地,下面描述中的附图仅仅是本发明的一些实施例,对于本领域普通技术人员来讲,在不付出创造性劳动的前提下,还可以根据这些附图获得其他的附图。 [0089] In order to more clearly illustrate the technical solutions in the embodiments or the prior art embodiment of the present invention, briefly introduced hereinafter, embodiments are described below in the accompanying drawings or described in the prior art needed to be used in describing the embodiments the drawings are only some embodiments of the present invention, those of ordinary skill in the art is concerned, without creative efforts, can derive from these drawings other drawings.

[0090] 图1为本发明实施例提供的一种呼叫中心系统; [0090] FIG 1 A call center system according to an embodiment of the present invention;

[0091] 图2为本发明实施例提供的一种获取菜单信息的方法示意图; [0091] FIG. 2 is schematic diagram of a method of obtaining the menu information according to an embodiment of the present invention;

[0092] 图3为本发明实施例提供的另一种获取菜单信息的方法示意图; [0092] FIG. 3 is a schematic of another method of obtaining the menu information according to an embodiment of the present invention;

[0093] 图4为本发明实施例提供的一种获取菜单信息方法的流程示意图; [0093] FIG. 4 schematic flowchart of a method for obtaining menu information according to an embodiment of the present invention;

[0094] 图5为本发明实施例提供的一种ES的结构示意图; [0094] FIG. 5 is a schematic of the structure of an ES to an embodiment of the present invention;

[0095] 图6为本发明实施例提供的一种IVR服务器的结构示意图; [0095] FIG. 6 is a schematic structure of an IVR server according to an embodiment of the present invention;

[0096] 图7为本发明实施例提供的一种ES的结构示意图; [0096] FIG. 7 is a schematic of the structure of an ES to an embodiment of the present invention;

[0097] 图8为本发明实施例提供的一种IVR服务器的结构示意图; [0097] FIG. 8 is a schematic structure of an IVR server according to an embodiment of the present invention;

[0098] 图9为本发明实施例提供的一种呼叫中心系统。 [0098] FIG 9 A call center system according to an embodiment of the present invention.

具体实施方式 Detailed ways

[0099] 下面将结合本发明实施例中的附图,对本发明实施例中的技术方案进行清楚、完整地描述,显然,所描述的实施例仅仅是本发明一部分实施例,而不是全部的实施例。 [0099] below in conjunction with the present invention in the accompanying drawings, technical solutions of embodiments of the present invention are clearly and completely described, obviously, the described embodiments are merely part of embodiments of the present invention, but not all embodiments example. 基于本发明中的实施例,本领域普通技术人员在没有做出创造性劳动前提下所获得的所有其他实施例,都属于本发明保护的范围。 Based on the embodiments of the present invention, all other embodiments of ordinary skill in the art without any creative effort shall fall within the scope of the present invention.

[0100] 本发明各实施例提供的技术方案可以应用于一种呼叫中心系统,如图1所不,该系统包括: [0100] various embodiments of the present invention may be applied to provide a technical solution A call center system, not shown in FIG 1, the system comprising:

[0101] 排队机11,是呼叫中心系统有别于一般热线电话系统及普通交换机自动应答系统的重要标志,也是决定呼叫中心系统规模以及系统质量的重要部分,它是呼叫中心系统智能化的标志之一。 [0101] Queue 11, is an important symbol of the call center system is different from the general hotline telephone systems and general switch automatic response system, is also an important part of the decision to call center system size and quality of the system, it is a sign of intelligent call center system one. 排队机可以成批的处理来电,过多的来电可转入排队或留言,按用户自助选择的服务方式或按预先设定的路由规则将来电转接给座席。 ACD can handle the bulk of calls, too many calls can be transferred or message queuing, self-selected by the user or by way of service routing rules set in advance that forwards calls to agents.

[0102] 呼叫中心服务器12,将由排队机接入的来电路由至IVR服务器。 [0102] Call center server 12, the ACD will route calls to access the IVR server.

[0103] IVR服务器13,是一种功能强大的电话自动服务系统。 [0103] IVR server 13, is a powerful automatic telephone service system. 它用预先录制或TTS文本转语音技术合成的语音进行自动应答的系统,为用户提供菜单信息,主要应用呼叫中心系统中。 It is a pre-recorded or synthesized TTS text-to-speech voice automatic answering system provides the menu information to a user, call center system in the main application. IVR服务器的主要功能特点: The main features of IVR server:

[0104] 全天候自动化:IVR可提供24小时以上服务。 [0104]-weather automation: IVR can provide more than 24 hours. 顾客可随时通过按键或语音选择,向企业主机输入信息,自助得到多种服务,使业务代表有更多的时间服务于有特别要求的顾客,从而减少呼叫中心系统的开销,为企业节省成本。 Customers can choose at any time by touchtone or voice input to the enterprise host information, get a variety of self-service, allows agents to have more time to serve customers with special requirements, thereby reducing the cost of the call center system, enterprises save costs.

[0105] 并发处理:IVR可同时处理多路来电,再加上遇忙自动处理流程,会极大降低顾客听到忙音或途中放弃的概率,提高顾客满意程度。 [0105] Concurrent Processing: IVR can handle multiple calls, plus automatic Busy processing flow will greatly reduce the probability of a busy tone or the way the customer abandoned, improve customer satisfaction.

[0106] 灵活性:IVR系统可同时运行多个不同应用,例如可同时为企业内部人员或企业用户提供完全相互独立的信息系统应用。 [0106] Flexibility: IVR systems can run several different applications, for example, while providing a completely independent information system application is a person or enterprise business users. 当处理一路来话时,通过询问一些相关信息,如内部ID,代理商ID等等,就可以自动选择应该启动哪个应用系统。 When processing all the way to talk by asking some relevant information, such as the internal ID, agent ID, etc., you can automatically select which applications should start.

[0107] 高效:IVR的文本与语音合成技术,以事先录制好的清晰、圆润的声音为顾客服务。 [0107] Efficient: IVR text and voice synthesis technology to prerecorded clear, mellow sound for customer service. IVR的多语种支持可根据不同要求用不同语言播放语音提示或咨询信息。 Multi-lingual IVR support information in different languages ​​can play voice prompt or counseling according to different requirements.

[0108] 专家系统ES14,是一种在特定领域内具有专家水平解决问题能力的程序系统,它能够有效地运用专家多年积累的有效经验和专门知识,它可以看作是一类具有专门知识和经验的计算机智能程序系统,一般采用人工智能中的知识表示和知识推理技术来模拟通常由领域专家才能解决的复杂问题。 [0108] expert system ES14, the program is a system with an expert in a particular field level problem-solving abilities, it can effectively use effective experience and expertise accumulated over the years of experts, it can be seen as a class expertise and experience intelligent computer program system, generally used to simulate complex problems can be resolved usually consists of experts in the field of artificial intelligence in knowledge representation and reasoning knowledge.

[0109] 其中,ES通常由知识库、用户数据库和推理器组成。 [0109] wherein, ES usually consists of knowledge, and the user database reasoner. 知识库用来存放领域专家知识,通常的知识表示形式有产生式、框架、语义网络等。 Expert knowledge repository used to store the art, generally have the form of knowledge representation production framework, semantic networks. 用户数据库是一个用户相关的信息库,用于存储用户的相关信息,如用户购买产品的时间,产品的型号,以及需求用户服务的历史记录等信息,推理器是运用知识库的信息进行推理的一组程序,首先ES需要通过领域专家进行知识库的初始化建立,再经过长期的知识储备和训练,从而积累和丰富相关产品特性及问题的知识库,例如产品基本特性的定义、使用方法的规则定义、用户对产品问题的反馈列表,产品的维修记录,以及相关问题服务的频率统计等,都可作为ES中知识库的基本知识点和推理规则。 User database is a repository of information related to the user, to store information about the user, such as the time users to buy products, product type, and a history of customer service requirements and other information, the reasoning is the use of information knowledge base reasoning a set of programs, first of all ES needs to be initialized by experts in the field of building a knowledge base, and then after long-term stock of knowledge and training, which has accumulated rich knowledge base and product characteristics and related issues, such as rules define the basic characteristics of the product, method of use definition, the list of user feedback on product issues, product maintenance records, and statistics on issues related to services, etc., can be used as the basic knowledge and inference rules in the knowledge base of ES. 呼叫中心系统运行过程中,ES通过周而复始的学习和训练,使得知识表示更精准,推理更精确。 While the call center system is running, ES through a cycle of learning and training, so that more accurate knowledge representation, reasoning more precise. 在本发明各实施例中,通过该ES,推理器根据用户数据库输出的数据信息,结合知识库中的信息,能够动态生成与产品问题相关、用户诉求相关的包括服务类别及优先级顺序动态的IVR菜单信息。 In various embodiments of the present invention, by the ES, the inference according to the data information outputted from the user database, in conjunction with the information in the knowledge base can be dynamically generated product related issues, demands related to the user service class comprises a dynamic priority order and IVR menu information. 由于构建在基于统计的建模之上,该系统可以智能的猜测用户想要的服务优先级,而把相关服务项放在最前面,从而极大程度的提高了IVR菜单信息的选择效率,为企业节约了成本。 Since built based on statistical modeling, the system can intelligently guess the user wants priority of service, and the service-related items on the front, thereby improving the efficiency of the IVR menu selection information to a great extent, in order to enterprise cost savings.

[0110] 信息类型转换设备15,主要用于实现语音信息与文本信息的相互转换。 [0110] type information converting device 15, it is mainly used for conversion of voice information and text information.

[0111] 本发明实施例提供一种获取菜单信息的方法,如图2所示,该方法的执行主体为ES,包括: [0111] Example embodiments provide a method of obtaining the menu information according to the present invention, shown in Figure 2, the body of the method is performed ES, comprising:

[0112] S201、ES接收IVR服务器发送的用户请求信息。 [0112] S201, ES IVR server receives the request information sent by the user.

[0113] 其中,该用户请求信息包括用户标识信息(如该用户的被叫号码或名称等信息)。 [0113] wherein the user request includes information user identification information (e.g., called number, or the user name information, etc.).

[0114] 具体地,用户通过用户设备拨打系统的接入码,从而向排队机发送用户请求信息,排队机将该用户请求信息分配到呼叫中心服务器,该呼叫中心服务器进一步将该用户请求信息路由到IVR服务器,该IVR服务器将该用户请求信息发送至ES。 [0114] Specifically, the user dials an access code the system user equipment, a user request to transmit information to the ACD, the ACD requests the subscriber information assigned to the call center server, the call center server further routing information request the user to IVR server, IVR server that the user request information to the ES.

[0115] S202.ES确定是否存储有该用户标识信息,并根据确定结果生成菜单信息。 [0115] S202.ES determines whether the user identification information is stored, and generates menu information in accordance with the determination result.

[0116] 进一步地,ES根据确定结果生成菜单信息包括以下两种方式: [0116] Further, ES generates menu information includes the result of the determination in two ways:

[0117] 方式一:在确定存储有该用户标识信息时,ES根据该用户标识信息对应的备选信息生成该菜单信息。 [0117] Mode 1: when the user has the identification information, ES generates menu information in accordance with the alternative information corresponding to the user identification information stored in the determination.

[0118] 其中,该备选信息为该菜单信息中的高优先级信息,该菜单信息包括至少一个备选信息。 [0118] wherein the high-priority information for this alternative message menu information, menu information which includes at least one alternative information.

[0119] 具体地,ES在确定存储有该用户标识信息时,则可以确定该用户可能为呼叫中心系统长期跟踪的用户(如VIP用户),该ES存储有该用户标识信息对应的该用户的产品信息及服务类型等与用户关联的信息,ES根据该与用户关联的信息确定备选信息,并根据该备选信息生成菜单信息,其中,该备选信息为该菜单信息中的高优先级信息。 [0119] Specifically, ES is determined storing the user when the identification information, the user may be determined that the user may call center system, long-term follow (e.g., VIP users), the ES storing the user of the user identification information corresponding to the product information and service type information associated with a user, ES alternatively determined based on the information of the information associated with the user, and generates menu information based on the alternative information, wherein, the alternative information for the menu information is high priority information. 本发明实施例中的高优先级信息即为该菜单信息中优先呈现给用户的信息,例如,传统的菜单信息按照以下备选信息的顺序呈现给用户:“宽带资费,请按I ;宽带取消,请按2 ;宽带开通,请按3 ;......人工服务,请按O”;若根据与用户关联的信息确定“宽带开通,请按3”为与该用户关联度最高(如该用户最常咨询或者办理的业务)的备选信息,则生成的菜单信息按照以下备选信息的顺序呈现给用户:“宽带开通,请按3 ;宽带资费,请按I ;宽带取消,请按2 ;......人工服务,请按O”。 Embodiment of the present invention, high-priority information in the embodiment is the priority of the menu information in the information presented to the user, e.g., a conventional menu information in the order of presentation of information to the user the following alternatives: "Broadband rates, press I; broadband cancellation , press 2; broadband opened, press 3; ...... manual service, please press the O "; if it is determined based on information associated with a user" broadband opened, press 3 "associated with the user is the highest ( if the user most frequently consult or handle the business) candidate information is generated menu information is presented in the order following alternative information to the user: "broadband opened, press 3; broadband tariff, press I; broadband canceled, press 2; ...... artificial service, press O ".

[0120] 特别地,上述呈现给用户的菜单信息可以通过语音的方式播放给用户,也可以通过文本的方式(例如短信)通过用户设备显示给用户,以便用户选择需要的备选信息。 [0120] In particular, the above-mentioned menu information presented to the user's voice can be played by way of the user, may be displayed to a user via the user device by way of a text (e.g. SMS) to the user to select an alternative desired information.

[0121] 方式二:在确定未存储该用户标识信息时,ES向该IVR服务器发送请求响应消息,以便该IVR服务器向该用户设备发送提示信息,该提示信息用于提示用户通过该用户设备输入该用户输入信息,并接收该用户设备发送的该用户输入信息。 [0121] Second way: when it is determined that the user identification information is not stored, ES response to the IVR server sends a request message to the IVR server sends an alert message to the user equipment, the prompt message for prompting the user through the user input device the user input information, and receives the user equipment transmits the user input information.

[0122] 具体地,用户设备将该提示信息呈现给用户,例如:该提示信息可以是“输入问题关键词,关键词不确定,请按*”,在用户确定需要的业务的关键词时,用户根据该提示信息通过用户设备输入关键词,以便用户设备获取用户输入的关键词,并将该关键词发送至IVR;或者,在用户不确定关键词时,用户通过用户设备按键,以便用户设备获取该键的信息,并将该键的信息发送至IVR。 [0122] In particular, the device prompts the user information to the user, for example: This message may be "Question Key input, keyword uncertain, please press *", when the user needs to determine the keyword traffic, the user so that the user equipment based on the acquired information by a user equipment prompt keyword input by the user input keywords, and transmits the keyword to the IVR; or when the user is not sure keyword, a user key by a user equipment, to the user equipment obtaining the key information, and transmits the key information to the IVR.

[0123] 特别地,用户可以通过用户设备采用语音或者文本的方式输入对应的关键词,例如,用户可以通过用户设备采用语音的方式输入关键词;或者通过编辑短信以文本的方式输入语音信息。 [0123] In particular, the user can use a voice or text input by a user equipment corresponding to keywords manner, e.g., by a user using a user equipment way voice input keywords; input speech information or edit the text in a text.

[0124] 进一步地,IVR服务器在接收到该用户输入信息后,本实施例包括以下两种情况: [0124] Further, IVR server after receiving the user input information, the present embodiment includes the following two cases:

[0125] 情况一:在该IVR服务器确定该用户输入信息为确定信息时,ES接收该IVR服务器发送的该用户输入信息,根据该用户输入信息对应的备选信息生成菜单信息,该备选信息为该菜单信息中的高优先级信息。 [0125] where a: the user determines that the input information is the determination information, ES receives the user input information sent by the IVR server, alternative input information generating menu information according to the user information corresponding to the IVR server, this alternative information high-priority information for the menu information.

[0126] 具体地,上述确定该用户输入信息为确定信息即为确定该用户输入的是关键词,ES根据用户输入的关键词确定对应的备选信息,并根据该备选信息生成菜单信息,例如,该传统的菜单信息按照以下备选信息的顺序呈现给用户:“宽带资费,请按I ;宽带取消,请按 [0126] Specifically, the above determination information to determine the user input information is the determination that the user input keyword, an alternative is determined in accordance with information corresponding to ES keyword input by the user, and in accordance with this alternative information generating menu information, for example, the conventional menu information in the order of presentation of information to the user the following alternatives: "broadband rates, press I; broadband cancellation, press

2 ;宽带开通,请按3 ;......人工服务,请按O” ;若用户输入的关键词为“开通宽带”,则ES 2; broadband opened, press 3; ...... human services, press O "; if the user input keyword is" open broadband ", the ES

根据关键词“开通宽带”确定备选信息“宽带开通,请按3 ; ”为用户需求的业务,则生成的菜单信息按照以下备选信息的顺序呈现给用户:“宽带开通,请按3 ;宽带资费,请按I ;宽带取消,请按2 ;......人工服务,请按O”。 Keyword "open broadband" is determined according to alternative information "Broadband opened, press 3;" the user needs service, the generated menu information to the user information in the order of the following alternatives: "Broadband opened, press 3; broadband tariff, press I; broadband cancel, press 2; ...... artificial service, press O ".

[0127] 需要说明的是,在实际的应用中,菜单信息可能是多级菜单信息,例如:传统的三级菜单嵌套形成的多级菜单信息按照以下顺序呈现给用户:通过用户设备按照第一级菜单至第三级菜单的顺序呈现给用户,第一级菜单:“资费查询,请按I ;缴费服务,请按2 ;业务办理,请按3 ;......人工服务,请按0”,此时用户若选择“业务办理”,则进入第二级菜单:“停机业务,请按I ;开机业务,请按2 ;宽带业务,请按3 ;……人工服务,请按O”此时用户若根据需求选择“宽带业务”,则进入第三级菜单:“宽带资费,请按I ;宽带取消,请按2 ;宽带开通,请按3;......人工服务,请按O”,则用户在第三级菜单中选择自己需要的备选信息。 [0127] Note that, in practical applications, multi-level menu information may be menu information, for example: multi-level menu traditional menu of three nested form presented to the user in the following order: first by a user equipment in accordance with order menu level to the third level menu presented to the user, the first level menu: "tariff inquiries, please press I; bill payment services, press 2; business process, press 3; ...... artificial service, press 0 ", then the user if you choose" business process ", then enter the second level menu:" stop business, please press I; startup business, please press 2; broadband services, press 3; ...... artificial service, please press O "at this time if the user needs to select based on" broadband services ", then enter the third level menu:" broadband tariff, press I; broadband cancel, press 2; broadband opened, press 3; ...... human services, press O ", the user selects the alternative information they need in third-level menu. 若用户输入的关键词比较模糊,例如,用户需求的业务为“宽带开通”,但是用户输入的关键词指示“办理业务”,此时,第一级菜单按照以下顺序呈现给用户:“业务办理,请按3 ; If the keywords entered by the user rather vague, for example, the business user needs to "open wide", but instructs the user to input the keyword "doing business" at this time, the first-class menu presented to the user in the following order: "business process , press 3;

资费查询,请按I ;缴费服务,请按2;......人工服务,请按O”,但是由于用户输入的关键词比较模糊,ES无法确定用户进一步的需求,因此,生成的菜单信息中的第二级菜单和第三级菜单可以按照该ES统计得到的其他用户最经常选择的备选信息确定第二级菜单和第三级菜单中备选信息呈现给用户的顺序(即将第二级菜单和第三级菜单中的备选信息按照用户选择次数由多至少排列的顺序呈现给用户),例如,用户选择第一级菜单中的“业务办理,请按3”进入第二级菜单,此时,由于第二菜单中“宽带业务,请按3”为其它用户最经常选择的备选信息(即为高优先级信息),而“开机业务,请按2”为其它用户选择次数仅次于“宽带业务,请按3”的备选信息,则第二级菜单的备选信息按照以下顺序呈现给用户:“宽带业务,请按3 ;开机业务,请按2 ;停机业务,请按 Tariff inquiries, please press I; bill payment services, press 2; ...... human services, press O ", but because the keywords entered by the user rather vague, ES unable to determine further needs, therefore, generated menu information in the second level and third level menu options can be determined according to statistical information other users of the ES get most frequently chosen second level and third-level menu options presented to the order of the user's information (coming Alternatively, the second level and the third level information in accordance with a user selected frequency and presentation of a plurality of sequentially arranged at least to the user), for example, the user selects the first-level menu in the "business process, please press 3" into the second level menu, this time, since the second menu "broadband services, press 3" most often selected alternative information for other users (that is, high-priority information), and the "boot services, please press 2" to other users select the number after "broadband services, press 3" alternative information, the information of the second alternative level menu presented to the user in the following order: "broadband, press 3; boot operations, press 2; downtime business press I ;......人工服务,请按O”,同样地,第三级菜单中的备选信息也可以按照用户选择次数由多至少排列的顺序呈现给用户,此处不再赘述。 The I; ...... manual service, please press the O ", in the same manner, the alternative information in the third level menu may be presented to select the number of a plurality of sequentially arranged at least to the user, according to the user is not repeated here.

[0128] 当然,在本发明实施例中,ES在获知用户从第一级菜单选定的需要的备选信息后,向IVR服务器发送响应消息,该IVR服务器则继续向用户设备发送提示消息,以提示用户通过用户设备输入更进一步的关键词,并根据该关键词生成第二级菜单,同样地,第三级菜单的生成也可以按照上述第二级菜单生成的方式进行,此处不在赘述。 After [0128] Of course, in the embodiment of the present invention, ES known user in the selected alternative information needed from the first level menu, the server transmits a response message to the IVR, the IVR prompts the server continues to send the message to the user equipment, to prompt the user through the user input device further keywords, and generating a second level based on the keyword, in the same manner, generating a third level menu may be performed in the manner described above to generate the second-level menu, is not repeated here .

[0129] 另外,上述三级菜单嵌套形成的多级菜单信息只是举例说明,该多级菜单信息具体可以是由至少两级菜单嵌套形成的菜单信息,本发明不作限定。 [0129] Further, information of the three multi-level menu menus are illustrative nested form, particularly the multi-level menu information may be menu information formed from at least two nested menus, the present invention is not limited.

[0130] 情况二:在该IVR服务器确定该用户输入信息为不确定信息时,ES接收该IVR服务器发送的获取请求信息,根据该获取请求信息获取备选信息,并根据该备选信息生成菜单信息;该备选信息为该菜单信息中的高优先级信息。 [0130] Case 2: Determine the user input information is uncertain information, ES receives the acquiring request information sent by the IVR server, an alternative acquisition request information based on the information acquired in the IVR server, and generates menu information in accordance with this alternative information; high-priority information for this alternative message menu information.

[0131] 具体地,上述确定该用户输入信息为不确定信息即为确定该用户输入的信息使得该IVR服务器无法确定与该用户输入信息对应的备选信息,则该IVR服务器向ES发送获取请求信息,该ES根据该获取请求信息获取备选信息,并根据该备选信息生成菜单信息。 [0131] Specifically, the determination of the user input information is the identification information of the uncertain information input by the user so that the server can not determine IVR Alternatively information corresponding to the user input, then the IVR server sends a request for obtaining ES information, the information acquisition request based on the ES Alternatively acquired information, and generates menu information in accordance with this alternative information.

[0132] 示例地,若用户设备呈现给用户的提示信息为:“输入问题关键词,关键词不确定,请按*”,用户根据该提示信息通过用户设备输入键的信息,IVR在获取到该用户输入的 [0132] example, if the user equipment to the user's message is: "Enter question keywords, keyword uncertain, please press *" user information through the user input device keys, IVR prompt in acquiring the basis of the information to the user's input

键的信息后,向ES发送获取请求信息,ES在接收到该获取请求信息后,将统计得到的其他用户最经常选择的备选信息确定菜单信息中备选信息呈现给用户的顺序(即将菜单信息中的备选信息按照用户选择次数由多至少排列的顺序呈现给用户),例如,传统的菜单信息按照以下备选信息的顺序呈现给用户:“宽带资费,请按I ;宽带取消,请按2 ;宽带开通, After the key information, transmits a request for information to ES, the ES after receiving a request for information, the information of the other user statistics alternatively obtained most frequently chosen alternative to determine the order of menu information presented to the user information (ie menu Alternatively, in accordance with information presented by the user to select the number of multiple sequential arranged at least to the user), for example, a conventional menu information in the order of presentation of information to the user the following alternatives: "broadband rates, press I; broadband cancel, press 2; broadband opened,

请按3 ;......人工服务,请按0”,其中,“宽带开通,请按3”为其它用户最经常选择的备选信息(即为高优先级信息),而“宽带取消,请按2”为其它用户选择次数仅次于“宽带业务,请按3”的备选信息,则ES生成的该菜单信息中的备选信息按照以下顺序呈现给用户:“宽带开通,请按3 ;宽带取消,请按2 ;宽带资费,请按I ;……人工服务,请按O”。 Press 3; ...... artificial service, please press 0 ", where" broadband opened, press 3 "alternative information most often selected for other users (that is, high-priority information), and" broadband cancel, press 2 "to select the number of other users after the" broadband services, press 3 "alternative information, the generated alternate ES information of the menu information is presented to the user in the following order:" broadband opened, press 3; broadband cancel, press 2; broadband tariff, press I; ...... artificial service, press O ".

[0133] 进一步地,若该用户标识信息为ES已存储的用户标识信息,则该ES接收该IVR服务器发送的选项信息,该选项信息包括用户从该菜单信息的备选信息中确定的信息,并建立该选项信息与该用户标识信息的对应关系。 [0133] Furthermore, if the user identification information of the user identification information stored in the ES, the ES IVR server receives the option information sent by the user the option information includes information determined from the candidate information of the menu information, and the establishment of the option information corresponding relationship with the user identification information.

[0134] 若该用户标识信息为ES未存储的用户标识信息,则该ES接收该IVR服务器发送的选项信息,该选项信息包括用户从该菜单信息的备选信息中确定的信息,并更新该选项信息对应的备选信息。 [0134] If the user identification information is user identification information is not stored ES, the ES receives the option information sent by the IVR server, the option information includes information determined by the user from the candidate information of the menu information, and updates the candidate information corresponding to the option information.

[0135] 具体地,用户从用户设备呈现的菜单信息的备选信息中选定选项信息,用户设备将该选项信息发送至IVR服务器,该IVR服务器将该选项信息发送至ES。 [0135] Specifically, the user selects from the candidate information of the user equipment of information presented in the menu option information, the user equipment transmits the information to the IVR server option, the IVR server sends the option information to ES.

[0136] 另外,上述在该用户标识信息为ES未存储的用户标识信息时,ES更新该选项信息对应的备选信息具体可以是,ES将该选项信息对应的备选信息的用户选择次数加1,其中,备选信息对应的用户选择次数越多,则表示该备选信息为用户经常选择的备选信息(即用户需求较高的备选信息),在本发明实施例中,用户选择次数多的备选信息在菜单信息中优先呈现给用户。 [0136] Further, in the above-described user identification information is user identification information is not stored in the ES, ES option updates the information corresponding to the specific information may be an alternative, the user information ES alternative option information corresponding to the selected number plus 1, wherein the alternative information corresponding to the user selected more often, the alternative information (i.e., high user needs alternate information) the user information often choose alternative representation, in the embodiment of the present invention, the user selects the number of multi-candidate priority information presented to the user in the menu information.

[0137] S203、ES将该菜单信息发送至IVR服务器,以便该IVR服务器将该菜单信息发送至用户设备。 [0137] S203, ES menu information is transmitted to the IVR server, so that the IVR server transmits the menu information to the user equipment.

[0138] 其中,该ES发送至IVR服务器的菜单信息为文本菜单信息。 [0138] wherein the ES to the IVR server transmits the menu information is menu information text.

[0139] 具体地,IVR服务器在接收到该菜单信息后,包括以下两种实现方式: [0139] Specifically, IVR server after receiving the menu information, comprising the following two ways:

[0140] 方式一:IVR服务器将该菜单信息发送至用户设备,以便该用户设备将该菜单信息显示给用户。 [0140] Method 1: IVR server transmits the menu information to a user equipment, the user equipment so that the menu information displayed to the user.

[0141] 例如,IVR服务器将该菜单信息以短信的形式发送至用户设备,用户通过该用户设备查看该短信从而获知该菜单信息。 [0141] For example, IVR server transmits the menu information in the form of short message to the user equipment, the user to view the message by a user device thereby learns the menu information.

[0142] 方式二,IVR服务器将该菜单信息发送至信息类型转换设备,该信息类型转换设备将该菜单信息转换为语音菜单信息,并将该语音菜单信息发送至IVR服务器,该IVR服务器将该语音菜单信息发送至用户设备,以便该用户设备将该语音菜单信息播放给用户。 [0142] Second way, IVR server transmits the menu information to the conversion device type information, the type information converting device converts the voice menu information menu information, menu information and transmits the voice to the IVR server, which the server IVR voice menu information to a user equipment, the user equipment so that the voice playback menu information to the user.

[0143] 具体地,用户设备将该语音菜单信息播放给用户,用户收听该语音菜单信息,并根据该语音菜单信息选择需要的备选信息。 [0143] Specifically, the user equipment displays information to the user voice menu, the user listen to the voice menu information, menu information and select an alternative voice the necessary information in accordance with.

[0144] 也就是说,上述方式一是将该菜单信息以文本的方式呈现给用户,上述方式二是将该菜单信息以语音的方式呈现给用户,本发明对此不作限定。 [0144] That is, first, the menu information described above in the text presented to the user, the above-described embodiment is two way voice menu information presented to the user, the present invention is not limited to this.

[0145] 需要说明的是,若用户是通过语音的方式从菜单信息的备选信息中选定选项信息,IVR服务器还需要将该选项信息发送至信息类型转换设备,该信息类型转换设备将该选项信息从语音类型转换为文本类型,并发送至IVR服务器,该IVR服务器将该选项信息发送至ES。 [0145] Incidentally, if the user is the option information selected by way voice information from the menu information in the alternative, IVR server sends the required information to the type of option information conversion apparatus, the conversion apparatus type information type option information from the speech to text conversion type, and the server transmits to the IVR, the IVR server sends the option information to ES. ES在接收到该选项信息后,建立该选项信息与该用户标识信息的对应关系,这样,当后续该用户再次发起呼叫时,ES可以直接根据该用户的用户标识信息获得该用户之前选择的选项信息,并根据该选项信息对应的备选信息生成菜单信息。 ES After receiving the option information, the establishment of the option information corresponding relationship between the user identifier information and, so, when a subsequent user initiates a call again, ES available options previously selected the user directly from the user's user identification information information, and generates menu information in accordance with an alternative option information corresponding to the information.

[0146]另外,ES还可以保存生成的菜单信息,这样,当ES根据其他用户的用户输入信息确定的菜单信息为已经保存的菜单信息,则ES不需要再生成新的菜单信息,直接将保存的菜单信息发送至IVR服务器。 [0146] Moreover, ES can save menu information generated such that, when the ES information input menu according to the determined users of other users to the menu information already stored, the ES not need to generate a new menu information, save directly IVR menu information is sent to the server.

[0147] 需要说明的是,ES只将该菜单信息保存特定时间(例如一天或者一周),当超过该特定时间后,ES会删除该菜单信息,从而防止由于保存的菜单信息过多而造成ES的存储负担。 [0147] It should be noted, only the ES menu information to save a particular time (such as one day or one week), when more than the specified time, ES removes the menu information, thereby preventing excessive menu information stored in the resulting ES the storage burden.

[0148] 采用上述执行主体为ES的方案,ES接收IVR服务器发送的用户请求信息,该用户请求信息中包括用户标识信息,ES确定是否存储有该用户标识信息,并根据确定结果生成菜单信息,将该菜单信息发送至IVR服务器,IVR服务器再将该菜单信息发送至用户设备,这样,ES生成的菜单信息是对应用户动态生成的,用户可以从菜单信息中快速的确定需要的备选信息,从而提升了用户体验以及呼叫中心系统的工作效率。 [0148] The above-described execution subject is the ES solution, ES receiving user IVR server request information sent, the user request information includes the user identification information, ES is determined whether storing the user identification information, and generates menu information according to the determination result, the menu information is transmitted to the IVR server, IVR server then transmits the menu information to the user equipment, so that, ES generates menu information corresponding to the user is dynamically generated menu information from the user can quickly determine the information required Alternatively, so as to enhance the user experience and the efficiency of the call center system.

[0149] 本发明实施例提供一种获取菜单信息的方法,如图3所示,该方法的执行主体为IVR服务器,包括: [0149] Embodiments of the present invention provides a method for obtaining menu information, as shown in FIG. 3, the body of the method is performed IVR server, comprising:

[0150] S301、IVR服务器向ES发送包括用户标识信息的用户请求信息,以便该ES确定是否存储有该用户标识信息,并根据确定结果生成菜单信息。 [0150] S301, the server transmits to the user IVR ES includes user identification information request information to determine whether the ES storing the user identification information, and generates menu information in accordance with the determination result.

[0151] 具体地,用户通过用户设备拨打系统的接入码,从而向排队机发送用户请求信息,排队机将该用户请求信息分配到呼叫中心服务器,该呼叫中心服务器进一步将该用户请求信息路由到IVR服务器。 [0151] Specifically, the user dials an access code the system user equipment, a user request to transmit information to the ACD, the ACD requests the subscriber information assigned to the call center server, the call center server further routing information request the user to the IVR server.

[0152] 可选地,在该ES确定存储有该用户标识信息时,该IVR服务器接收该ES发送的菜单息。 [0152] Alternatively, when the ES determines that the user identification information is stored, the IVR menu information server receives the transmitted ES.

[0153] 其中,该菜单信息包括与该用户标识信息对应的备选信息,该备选信息为该菜单信息中的高优先级信息,该菜单信息包括至少一个备选信息。 [0153] wherein the menu information includes the alternative information corresponding to the user identification information, information is high priority information of the alternative information for the menu, the menu information includes information about at least one alternative.

[0154] 具体地,ES根据该用户标识信息对应的备选信息生成该菜单信息,该备选信息为该菜单信息中的高优先级信息。 [0154] Specifically, ES generates menu information in accordance with the alternative information corresponding to the user identification information, information of the high priority information for alternative menu information.

[0155] ES在确定存储有该用户标识信息时,则可以确定该用户可能为呼叫中心系统长期跟踪的用户(如VIP用户),该ES存储有该用户标识信息对应的该用户的产品信息及服务类型等与用户关联的信息,ES根据与用户关联的信息确定备选信息,并根据该备选信息生成菜单信息,其中,该备选信息为该菜单信息中的高优先级信息。 [0155] ES is determined storing the user when the identification information, the user may be determined that the user may call center system, long-term follow (e.g., VIP users), the ES storing the user of the product information of the user identification information corresponding to and service type and other information associated with a user, ES alternative information determined based on information associated with a user, and generates menu information based on the alternative information, wherein the alternate high-priority information for the menu information. 本发明实施例中的高优先级信息即为该菜单信息中优先呈现给用户的信息,例如,传统的菜单信息按照以下备选信息的顺序呈现给用户:“宽带资费,请按I ;宽带取消,请按2 ;宽带开通,请按3 ;......人工服务,请按O” ;若根据与用户关联的信息确定“宽带开通,请按3”为与该用户关联度最高(如该用户最常咨询或者办理的业务)的备选信息,则得到的菜单信息按照以下备选信息的顺序呈现给用户:“宽带开通,请按3 ;宽带资费,请按I ;宽带取消,请按2 ;......人工服务,请按O”。 Embodiment of the present invention, high-priority information in the embodiment is the priority of the menu information in the information presented to the user, e.g., a conventional menu information in the order of presentation of information to the user the following alternatives: "Broadband rates, press I; broadband cancellation , press 2; broadband opened, press 3; ...... manual service, please press the O "; if it is determined based on information associated with a user" broadband opened, press 3 "associated with the user is the highest ( menu information such as the user most frequently consult or handle the business) alternative information, resulting in the order presented to the user information of the following alternative: "broadband opened, press 3; broadband tariff, press I; broadband canceled, press 2; ...... artificial service, press O ".

[0156] 特别地,上述呈现给用户的菜单信息可以通过语音的方式播放给用户,也可以通过文本的方式(例如短信)通过用户设备显示给用户,以便用户选择需要的备选信息。 [0156] In particular, the above-mentioned menu information presented to the user's voice can be played by way of the user, may be displayed to a user via the user device by way of a text (e.g. SMS) to the user to select an alternative desired information.

[0157] 可选地,在该ES确定未存储该用户标识信息时,该IVR服务器接收该ES发送的请求响应消息,并向该用户设备发送提示信息,该提示信息用于提示用户通过该用户设备输入用户输入信息,并接收该用户设备发送的该用户输入信息,其中,该菜单信息包括与该用户输入信息对应的备选信息。 [0157] Alternatively, when the ES determines that the user identification information is not stored, the server receives a request of the ES IVR response message sent, and the message sent by the user, the prompt message for prompting the user through the user a user input device of the user input information, and receives the user input information transmitting device, wherein the menu information includes the alternative information corresponding to the input information to the user.

[0158] 具体地,用户设备将该提示信息呈现给用户,例如:该提示信息可以是“输入问题关键词,关键词不确定,请按*”,在用户确定需要的业务的关键词时,用户根据该提示信息通过用户设备输入关键词,以便用户设备获取用户输入的关键词,并将该关键词发送至IVR;或者,在用户不确定关键词时,用户通过用户设备按键,以便用户设备获取该键的信息,并将该键的信息发送至IVR。 [0158] In particular, the device prompts the user information to the user, for example: This message may be "Question Key input, keyword uncertain, please press *", when the user needs to determine the keyword traffic, the user so that the user equipment based on the acquired information by a user equipment prompt keyword input by the user input keywords, and transmits the keyword to the IVR; or when the user is not sure keyword, a user key by a user equipment, to the user equipment obtaining the key information, and transmits the key information to the IVR.

[0159] 特别地,用户可以通过用户设备采用语音或者文本的方式输入对应的关键词,例如,用户可以通过用户设备采用语音的方式输入关键词;或者通过编辑短信以文本的方式输入语音信息。 [0159] In particular, the user can use a voice or text input by a user equipment corresponding to keywords manner, e.g., by a user using a user equipment way voice input keywords; input speech information or edit the text in a text.

[0160] 进一步地,IVR服务器在确定该用户输入信息为用户输入文本信息时,接收该用户设备发送的该用户输入文本信息。 When [0160] Further, IVR server determines that the user input information input to the user text information, the user input receiving the text message sent by the user equipment.

[0161] 相应地,该IVR服务器在确定该用户输入信息为用户输入语音信息时,接收该用户设备发送的用户输入语音信息;并将该用户输入语音信息发送至该信息类型转换设备,以便该信息类型转换设备将该用户输入语音信息转换为用户输入文本信息;IVR服务器接收该信息类型转换设备发送的该用户输入文本信息。 [0161] Accordingly, in the IVR server determines that the user input information input to the user voice information, voice information receiving user input transmitted from the user equipment; and transmits the user input information to the voice information converting device type, so that the type information converting device converts the voice information to a user inputs a user input text information; the IVR server receives the user input information to the text message sent by the type of conversion.

[0162] 可选地,IVR服务器在确定该用户输入信息为确定信息时,将该用户输入信息发送至该ES,并接收该ES根据该用户输入信息生成并发送的菜单信息。 [0162] Alternatively, IVR server determines that the user input information is identification information, the user input information is sent to the ES, the ES and receives input information and generates menu information transmitted according to the user.

[0163] 具体地,上述确定该用户输入信息为确定信息即为确定该用户输入的是关键词,ES根据用户输入的关键词确定对应的备选信息,并根据该备选信息生成菜单信息,例如,该传统的菜单信息按照以下备选信息的顺序呈现给用户:“宽带资费,请按I ;宽带取消,请按 [0163] Specifically, the above determination information to determine the user input information is the determination that the user input keyword, an alternative is determined in accordance with information corresponding to ES keyword input by the user, and in accordance with this alternative information generating menu information, for example, the conventional menu information in the order of presentation of information to the user the following alternatives: "broadband rates, press I; broadband cancellation, press

2 ;宽带开通,请按3 ;......人工服务,请按O” ;若用户输入的关键词为“开通宽带”,则ES 2; broadband opened, press 3; ...... human services, press O "; if the user input keyword is" open broadband ", the ES

根据关键词“开通宽带”确定备选信息“宽带开通,请按3 ; ”为用户需求的业务,则生成的菜单信息按照以下备选信息的顺序呈现给用户:“宽带开通,请按3 ;宽带资费,请按I ;宽带取消,请按2 ;......人工服务,请按O”。 Keyword "open broadband" is determined according to alternative information "Broadband opened, press 3;" the user needs service, the generated menu information to the user information in the order of the following alternatives: "Broadband opened, press 3; broadband tariff, press I; broadband cancel, press 2; ...... artificial service, press O ".

[0164] 需要说明的是,在实际的应用中,菜单信息可能是多级菜单信息,例如:传统的三级菜单嵌套形成的多级菜单信息按照以下顺序呈现给用户:通过用户设备按照第一级菜单至第三级菜单的顺序呈现给用户,第一级菜单:“资费查询,请按I ;缴费服务,请按2 ;业务办理,请按3;......人工服务,请按0”,此时用户若选择“业务办理”,则进入第二级菜单: [0164] Note that, in practical applications, multi-level menu information may be menu information, for example: multi-level menu traditional menu of three nested form presented to the user in the following order: first by a user equipment in accordance with order menu level to the third level menu presented to the user, the first level menu: "tariff inquiries, please press I; bill payment services, press 2; business process, press 3; ...... artificial service, press 0 ", then the user if you choose" business process ", then enter the second level menu:

“停机业务,请按I ;开机业务,请按2 ;宽带业务,请按3 ;……人工服务,请按O”此时用户若根据需求选择“宽带业务”,则进入第三级菜单:“宽带资费,请按I ;宽带取消,请按2 ;宽带开通,请按3 ;......人工服务,请按0”,则用户在第三级菜单中选择自己需要的备选信息。 "Stop business, please press I; startup business, please press 2; broadband services, press 3; ...... human services, press O" at this time if the user needs to choose according to "broadband", then enter the third level menu: "broadband tariff, press I; broadband cancel, press 2; broadband opened, press 3; ...... artificial service, please press 0" alternative, the user selects the menu at the third level they need information. 若用户输入的关键词比较模糊,例如,用户需求的业务为“宽带开通”,但是用户输入的关键词指示“办理业务”,此时,第一级菜单按照以下顺序呈现给用户:“业务办理,请按3 ; If the keywords entered by the user rather vague, for example, the business user needs to "open wide", but instructs the user to input the keyword "doing business" at this time, the first-class menu presented to the user in the following order: "business process , press 3;

资费查询,请按I ;缴费服务,请按2;......人工服务,请按0”,但是由于用户输入的关键词比较模糊,ES无法确定用户进一步的需求,因此,生成的菜单信息中的第二级菜单和第三级菜单可以按照该ES统计得到的其他用户最经常选择的备选信息确定第二级菜单和第三级菜单中备选信息呈现给用户的顺序(即将第二级菜单和第三级菜单中的备选信息按照用户选择次数由多至少排列的顺序呈现给用户),例如,用户选择第一级菜单中的“业务办理,请按3”进入第二级菜单,此时,由于第二菜单中“宽带业务,请按3”为其它用户最经常选择的备选信息(即为高优先级信息),而“开机业务,请按2”为其它用户选择次数仅次于“宽带业务,请按3”的备选信息,则第二级菜单的备选信息按照以下顺序呈现给用户:“宽带业务,请按3 ;开机业务,请按2 ;停机业务,请按 Tariff inquiries, please press I; bill payment services, press 2; ...... artificial service, please press 0 ", but because the keywords entered by the user rather vague, ES unable to determine further needs, therefore, generated menu information in the second level and third level menu options can be determined according to statistical information other users of the ES get most frequently chosen second level and third-level menu options presented to the order of the user's information (coming Alternatively, the second level and the third level information in accordance with a user selected frequency and presentation of a plurality of sequentially arranged at least to the user), for example, the user selects the first-level menu in the "business process, please press 3" into the second level menu, this time, since the second menu "broadband services, press 3" most often selected alternative information for other users (that is, high-priority information), and the "boot services, please press 2" to other users select the number after "broadband services, press 3" alternative information, the information of the second alternative level menu presented to the user in the following order: "broadband, press 3; boot operations, press 2; downtime business press I ;......人工服务,请按0”,同样地,第三级菜单中的备选信息也可以按照用户选择次数由多至少排列的顺序呈现给用户,此处不再赘述。 The I; ...... manual service, press 0 ", in the same manner, the alternative information in the third level menu may be selected according to the number of times the user sequentially presented to a user by a plurality of at least arranged, omitted here.

[0165] 当然,在本发明实施例中,ES在获知用户从第一级菜单选定的需要的备选信息后,向IVR服务器发送响应消息,该IVR服务器则继续向用户设备发送提示消息,以提示用户通过用户设备输入更进一步的关键词,并根据该关键词生成第二级菜单,同样地,第三级菜单的生成也可以按照上述第二级菜单生成的方式进行,此处不在赘述。 After [0165] Of course, in the embodiment of the present invention, ES known user in the selected alternative information needed from the first level menu, the server transmits a response message to the IVR, the IVR prompts the server continues to send the message to the user equipment, to prompt the user through the user input device further keywords, and generating a second level based on the keyword, in the same manner, generating a third level menu may be performed in the manner described above to generate the second-level menu, is not repeated here .

[0166] 另外,上述三级菜单嵌套形成的多级菜单信息只是举例说明,该多级菜单信息具体可以是由至少两级菜单嵌套形成的菜单信息,本发明不作限定。 [0166] Further, information of the three multi-level menu menus are illustrative nested form, particularly the multi-level menu information may be menu information formed from at least two nested menus, the present invention is not limited.

[0167] 可选地,IVR服务器在确定该用户输入信息为不确定信息时,向该ES发送获取请求信息,并接收该ES根据该获取请求信息生成并发送的菜单信息。 [0167] Alternatively, IVR server determines that the user input information is uncertain information, send a request for information to the ES, the ES and receiving a request for information based on the menu information is generated and transmitted.

[0168] 具体地,上述确定该用户输入信息为不确定信息即为确定该用户输入的信息使得该IVR服务器无法确定与该用户输入信息对应的备选信息,则该IVR服务器向ES发送获取请求信息,该ES根据该获取请求信息获取备选信息,并根据该备选信息生成菜单信息。 [0168] Specifically, the determination of the user input information is the identification information of the uncertain information input by the user so that the server can not determine IVR Alternatively information corresponding to the user input, then the IVR server sends a request for obtaining ES information, the information acquisition request based on the ES Alternatively acquired information, and generates menu information in accordance with this alternative information.

[0169] 示例地,若用户设备呈现给用户的提示信息为:“输入问题关键词,关键词不确定,请按*”,用户根据该提示信息通过用户设备输入键的信息,IVR在获取到该用户输入的 [0169] example, if the user equipment to the user's message is: "Enter question keywords, keyword uncertain, please press *" user information through the user input device keys, IVR prompt in acquiring the basis of the information to the user's input

键的信息后,向ES发送获取请求信息,ES在接收到该获取请求信息后,将统计得到的其他用户最经常选择的备选信息确定菜单信息中备选信息呈现给用户的顺序(即将菜单信息中的备选信息按照用户选择次数由多至少排列的顺序呈现给用户),例如,传统的菜单信息按照以下备选信息的顺序呈现给用户:“宽带资费,请按I ;宽带取消,请按2 ;宽带开通, After the key information, transmits a request for information to ES, the ES after receiving a request for information, the information of the other user statistics alternatively obtained most frequently chosen alternative to determine the order of menu information presented to the user information (ie menu Alternatively, in accordance with information presented by the user to select the number of multiple sequential arranged at least to the user), for example, a conventional menu information in the order of presentation of information to the user the following alternatives: "broadband rates, press I; broadband cancel, press 2; broadband opened,

请按3 ;......人工服务,请按0”,其中,“宽带开通,请按3”为其它用户最经常选择的备选信息(即为高优先级信息),而“宽带取消,请按2”为其它用户选择次数仅次于“宽带业务,请按3”的备选信息,则ES生成的该菜单信息中的备选信息按照以下顺序呈现给用户:“宽带开通,请按3 ;宽带取消,请按2 ;宽带资费,请按I ;……人工服务,请按O”。 Press 3; ...... artificial service, please press 0 ", where" broadband opened, press 3 "alternative information most often selected for other users (that is, high-priority information), and" broadband cancel, press 2 "to select the number of other users after the" broadband services, press 3 "alternative information, the generated alternate ES information of the menu information is presented to the user in the following order:" broadband opened, press 3; broadband cancel, press 2; broadband tariff, press I; ...... artificial service, press O ".

[0170] S302、IVR服务器接收该ES发送的菜单信息。 [0170] S302, IVR menu information server receives the transmitted ES.

[0171] S303、IVR服务器将该菜单信息发送至用户设备。 [0171] S303, IVR server transmits the menu information to the user equipment.

[0172] 需要说明的是,ES发送的菜单信息为文本菜单信息,IVR服务器可以将该菜单信息以短信的方式发送至用户设备,用户通过该用户设备查看该短信从而获知该菜单信息。 [0172] Incidentally, ES menu information transmitted as text menu information, IVR server may transmit the menu information in a text message to the user equipment, a user device through which a user thereby knows that the message to see the menu information.

[0173] 另外,该IVR服务器也可以将该文本菜单信息转换为语音菜单信息,并将该语音菜单信息发送至用户设备,以便该用户设备将该语音菜单信息播放给用户。 [0173] Further, the server may IVR menu information into the text voice menu information, menu information and transmits the voice to the user equipment, the user equipment so that the voice playback menu information to the user.

[0174] 具体地,IVR服务器将该菜单信息发送至信息类型转换设备,以便该信息类型转换设备将该菜单信息转换为语音菜单信息。 [0174] Specifically, IVR server transmits the menu information to the message type conversion device, so that the conversion apparatus type information menu information into the menu information speech. IVR服务器接收该信息类型转换设备发送的该语音菜单信息,并将该语音菜单信息发送至该用户设备。 IVR server receives the information of the voice menu type information transmitted from the conversion device, and transmits the voice menu information to the user equipment.

[0175] 进一步地,若该用户标识信息为ES已存储的用户标识信息,IVR服务器将该菜单信息发送至用户设备后,接收该用户设备发送的选项信息,该选项信息包括用户从该菜单信息的备选信息中确定的信息,并将该选项信息发送至该ES,以便该ES建立该选项信息与该用户标识信息的对应关系,其中,该菜单信息包括至少一个备选信息。 [0175] Furthermore, if the user identification information stored in the ES user identification information, the server sends the IVR menu information to a user equipment, option to receive the information sent by the user equipment, option information includes the information from the user menu alternative information determined information and sends the information to the option ES, ES so that the relation of the option information in association with the user identification information, wherein the menu information includes information about at least one alternative.

[0176] 若该用户标识信息为ES未存储的用户标识信息,该将该菜单信息发送至用户设备后,接收该用户设备发送的选项信息,该选项信息包括用户从该菜单信息的备选信息中确定的信息,并将该选项信息发送至该ES,以便该ES更新该选项信息对应的备选信息。 [0176] If the user identification information of the user identification information is not stored in ES, after which the menu information to a user equipment, option to receive the information sent by the user equipment, option information includes the alternative information from the information of the user menu determined information, and transmits the option information to the ES, the ES to update the alternative option information corresponding to the information.

[0177] 其中,上述在该用户标识信息为ES未存储的用户标识信息时,ES更新该选项信息对应的备选信息具体可以是,ES将该选项信息对应的备选信息的用户选择次数加1,其中,备选信息对应的用户选择次数越多,则表示该备选信息为用户经常选择的备选信息(即用户需求较高的备选信息),在本发明实施例中,用户选择次数多的备选信息在菜单信息中优先呈现给用户。 [0177] wherein said user identification information in the user identification information is not stored in the ES, ES alternatively update information corresponding to the information of the particular option may be, the user information ES alternative option information corresponding to the selected number plus 1, wherein the alternative information corresponding to the user selected more often, the alternative information (i.e., high user needs alternate information) the user information often choose alternative representation, in the embodiment of the present invention, the user selects the number of multi-candidate priority information presented to the user in the menu information.

[0178] 特别地,IVR服务器在确定该选项信息为语音信息时,将该选项信息发送至信息类型转换设备,以便该信息类型转换设备将该选项信息由语音信息转换为文本信息。 [0178] In particular, IVR server determines that the option information is voice information, option information to send the message type conversion device, so that the conversion apparatus type information option information from the voice information into text information.

[0179] 该信息类型转换设备将该选项信息发送至IVR服务器,该IVR服务器将该选项信息发送至ES,ES在接收到该选项信息后,建立该选项信息与该用户标识信息的对应关系,这样,当后续该用户再次发起呼叫时,ES可以直接根据该用户的用户标识信息获得该用户之前选择的选项信息,并根据该选项信息对应的备选信息生成菜单信息。 [0179] The type information converting device option information to the IVR server, IVR server which transmits the information to the option ES, ES, after receiving the option information, the correspondence relationship between identification information and option information to the user, Thus, when the subsequent user initiates a call again, ES may be obtained prior to the option information selected according to the user directly to the user's user identification information, and generates menu information in accordance with an alternative option information corresponding to the information.

[0180]另外,ES还可以保存生成的菜单信息,这样,当ES根据其他用户的用户输入信息确定的菜单信息为已经保存的菜单信息,则ES不需要再生成新的菜单信息,直接将保存的菜单信息发送至IVR服务器。 [0180] Moreover, ES can save menu information generated such that, when the ES information input menu according to the determined users of other users to the menu information already stored, the ES not need to generate a new menu information, save directly IVR menu information is sent to the server.

[0181] 需要说明的是,ES只将该菜单信息保存特定时间(例如一天或者一周),当超过该特定时间后,ES会删除该菜单信息,从而防止由于保存的菜单信息过多而造成ES的存储负担。 [0181] It should be noted, only the ES menu information to save a particular time (such as one day or one week), when more than the specified time, ES removes the menu information, thereby preventing excessive menu information stored in the resulting ES the storage burden.

[0182] 采用上述执行主体为IVR服务器的方案,IVR服务器向ES发送用户请求信息,该用户请求信息中包括用户标识信息,ES确定是否存储有该用户标识信息,并根据确定结果生成菜单信息,将该菜单信息发送至IVR服务器,IVR服务器再将该菜单信息发送至用户设备,这样,ES生成的菜单信息是对应用户动态生成的,用户可以从菜单信息中快速的确定需要的备选信息,从而提升了用户体验以及呼叫中心系统的工作效率。 [0182] The above-described execution subject is the IVR server programs, IVR server sends ES user request information, the user request information includes the user identification information, ES is determined whether storing the user identification information, and generates menu information according to the determination result, the menu information is transmitted to the IVR server, IVR server then transmits the menu information to the user equipment, so that, ES generates menu information corresponding to the user is dynamically generated menu information from the user can quickly determine the information required Alternatively, so as to enhance the user experience and the efficiency of the call center system.

[0183] 本发明实施例提供一种获取菜单信息的方法,如图4所示,该方法包括: Provide a method for obtaining menu information embodiments [0183] of the present invention, shown in Figure 4, the method comprising:

[0184] S401、用户设备向排队机发送用户请求消息。 [0184] S401, the user equipment transmits a user request message to the ACD.

[0185] 其中,该用户请求信息包括用户标识信息(如该用户的被叫号码或名称等信息)。 [0185] wherein the user request includes information user identification information (e.g., called number, or the user name information, etc.).

[0186] S402、排队机将该用户请求信息分配到呼叫中心服务器。 [0186] S402, the user requests the ACD information assigned to the call center server.

[0187] S403、该呼叫中心服务器将该用户请求信息路由到IVR服务器。 [0187] S403, the call center server requests the user to the IVR server routing information.

[0188] S404、该IVR服务器将该用户请求信息发送至ES。 [0188] S404, the user requests the IVR server information to the ES.

[0189] S405、ES确定是否存储有该用户标识信息。 [0189] S405, ES is determined whether the user identification information is stored.

[0190] ES在确定存储有该用户标识信息,执行步骤S406和步骤S415至步骤S422 ; [0190] ES is determined that the user identification information is stored, step S406 and step S415 to step S422;

[0191] ES在确定未存储有该用户标识信息,执行步骤S407至S414和步骤S415至步骤S421以及步骤S423。 [0191] ES is determined not stored in the user identification information, steps S407 to S414 and step S415 to step S421 and step S423.

[0192] S406、ES根据该用户标识信息对应的备选信息生成菜单信息。 [0192] S406, ES generates menu information in accordance with the alternative information corresponding to the user identification information.

[0193] 其中,该备选信息为该菜单信息中的高优先级信息,该菜单信息包括至少一个备选信息。 [0193] wherein the high-priority information for this alternative message menu information, menu information which includes at least one alternative information.

[0194] 具体地,ES在确定存储有该用户标识信息时,则可以确定该用户可能为呼叫中心系统长期跟踪的用户(如VIP用户),该ES存储有该用户标识信息对应的该用户的产品信息及服务类型等与用户关联的信息,ES根据该与用户关联的信息确定备选信息,并根据该备选信息生成菜单信息,其中,该备选信息为该菜单信息中的高优先级信息。 [0194] Specifically, ES is determined storing the user when the identification information, the user may be determined that the user may call center system, long-term follow (e.g., VIP users), the ES storing the user of the user identification information corresponding to the product information and service type information associated with a user, ES alternatively determined based on the information of the information associated with the user, and generates menu information based on the alternative information, wherein, the alternative information for the menu information is high priority information. 本发明实施例中的高优先级信息即为该菜单信息中优先呈现给用户的信息,例如,传统的菜单信息按照以下备选信息的顺序呈现给用户:“宽带资费,请按I ;宽带取消,请按2 ;宽带开通,请按3 ;......人工服务,请按O”;若根据与用户关联的信息确定“宽带开通,请按3”为与该用户关联度最高(如该用户最常咨询或者办理的业务)的备选信息,则得到的菜单信息按照以下备选信息的顺序呈现给用户:“宽带开通,请按3 ;宽带资费,请按I ;宽带取消,请按2 ;......人工服务,请按O”。 Embodiment of the present invention, high-priority information in the embodiment is the priority of the menu information in the information presented to the user, e.g., a conventional menu information in the order of presentation of information to the user the following alternatives: "Broadband rates, press I; broadband cancellation , press 2; broadband opened, press 3; ...... manual service, please press the O "; if it is determined based on information associated with a user" broadband opened, press 3 "associated with the user is the highest ( menu information such as the user most frequently consult or handle the business) alternative information, resulting in the order presented to the user information of the following alternative: "broadband opened, press 3; broadband tariff, press I; broadband canceled, press 2; ...... artificial service, press O ".

[0195] 特别地,上述呈现给用户的菜单信息可以通过语音的方式播放给用户,也可以通过文本的方式(例如短信)通过用户设备显示给用户,以便用户选择需要的备选信息。 [0195] In particular, the above-mentioned menu information presented to the user's voice can be played by way of the user, may be displayed to a user via the user device by way of a text (e.g. SMS) to the user to select an alternative desired information.

[0196] S407、ES向该IVR服务器发送请求响应消息。 [0196] S407, ES IVR server sends a request to the response message.

[0197] S408、该IVR服务器在接收到该请求响应消息后,向该用户设备发送提示信息。 [0197] S408, the server after receiving the IVR response to the request message, sends an alert message to the user equipment.

[0198] 其中,该提示信息用于提示用户通过该用户设备输入该用户输入信息。 [0198] wherein the message prompts the user through the user input device the user input information.

[0199] S409、用户设备将用户输入的用户输入信息发送至IVR服务器。 [0199] S409, the user equipment user input information input by the user is sent to the IVR server.

[0200] 具体地,用户设备将该提示信息呈现给用户,例如:该提示信息可以是“输入问题关键词,关键词不确定,请按*”,在用户确定需要的业务的关键词时,用户根据该提示信息通过用户设备输入关键词,以便用户设备获取用户输入的关键词,并将该关键词发送至IVR ;或者,在用户不确定关键词时,用户通过用户设备按键,以便用户设备获取该键的信息,并将该键的信息发送至IVR。 [0200] In particular, the device prompts the user information to the user, for example: This message may be "Question Key input, keyword uncertain, please press *", when the user needs to determine the keyword traffic, the user so that the user equipment based on the acquired information by a user equipment prompt keyword input by the user input keywords, and transmits the keyword to the IVR; or when the user is not sure keyword, a user key by a user equipment, to the user equipment obtaining the key information, and transmits the key information to the IVR.

[0201] 特别地,用户可以通过用户设备采用语音或者文本的方式输入对应的关键词,例如,用户可以通过用户设备采用语音的方式输入关键词;或者通过编辑短信以文本的方式输入语音信息。 [0201] In particular, the user can use a voice or text input by a user equipment corresponding to keywords manner, e.g., by a user using a user equipment way voice input keywords; input speech information or edit the text in a text.

[0202] S410、该IVR服务器确定该用户输入信息是否为确定信息。 [0202] S410, the IVR server determines whether the user input information is the determination information.

[0203] 在该IVR服务器确定该用户输入信息为确定信息时,执行步骤S411至S412 ; [0203] determines that the user input information is the determination information, steps S411 to S412 in the IVR server;

[0204] 在该IVR服务器确定该用户输入信息为不确定信息时,执行步骤S413至S414。 [0204] determines that the user input information is uncertain information, steps S413 to S414 in the IVR server.

[0205] S411、IVR服务器将该用户输入信息发送至ES。 [0205] S411, IVR server transmits the user input information to ES.

[0206] S412、该ES根据该用户输入信息对应的备选信息生成菜单信息。 [0206] S412, the input ES alternative information corresponding menu information is generated according to the user.

[0207] 其中,该备选信息为该菜单信息中的高优先级信息。 [0207] wherein the high-priority information for this alternative message menu information.

[0208] 具体地,上述确定该用户输入信息为确定信息即为确定该用户输入的是关键词,ES根据用户输入的关键词确定对应的备选信息,并根据该备选信息生成菜单信息,例如,该传统的菜单信息按照以下备选信息的顺序呈现给用户:“宽带资费,请按I ;宽带取消,请按 [0208] Specifically, the above determination information to determine the user input information is the determination that the user input keyword, an alternative is determined in accordance with information corresponding to ES keyword input by the user, and in accordance with this alternative information generating menu information, for example, the conventional menu information in the order of presentation of information to the user the following alternatives: "broadband rates, press I; broadband cancellation, press

2 ;宽带开通,请按3 ;......人工服务,请按O” ;若用户输入的关键词为“开通宽带”,则ES 2; broadband opened, press 3; ...... human services, press O "; if the user input keyword is" open broadband ", the ES

根据关键词“开通宽带”确定备选信息“宽带开通,请按3 ; ”为用户需求的业务,则生成的菜单信息按照以下备选信息的顺序呈现给用户:“宽带开通,请按3 ;宽带资费,请按I ;宽带取消,请按2 ;......人工服务,请按O”。 Keyword "open broadband" is determined according to alternative information "Broadband opened, press 3;" the user needs service, the generated menu information to the user information in the order of the following alternatives: "Broadband opened, press 3; broadband tariff, press I; broadband cancel, press 2; ...... artificial service, press O ".

[0209] 需要说明的是,在实际的应用中,菜单信息可能是多级菜单信息,例如:传统的三级菜单嵌套形成的多级菜单信息按照以下顺序呈现给用户:通过用户设备按照第一级菜单至第三级菜单的顺序呈现给用户,第一级菜单:“资费查询,请按I ;缴费服务,请按2 ;业务办理,请按3;......人工服务,请按0”,此时用户若选择“业务办理”,则进入第二级菜单: [0209] Note that, in practical applications, multi-level menu information may be menu information, for example: multi-level menu traditional menu of three nested form presented to the user in the following order: first by a user equipment in accordance with order menu level to the third level menu presented to the user, the first level menu: "tariff inquiries, please press I; bill payment services, press 2; business process, press 3; ...... artificial service, press 0 ", then the user if you choose" business process ", then enter the second level menu:

“停机业务,请按I ;开机业务,请按2 ;宽带业务,请按3 ;……人工服务,请按O”此时用户若根据需求选择“宽带业务”,则进入第三级菜单:“宽带资费,请按I ;宽带取消,请按2 ;宽带开通,请按3 ;......人工服务,请按0”,则用户在第三级菜单中选择自己需要的备选信息。 "Stop business, please press I; startup business, please press 2; broadband services, press 3; ...... human services, press O" at this time if the user needs to choose according to "broadband", then enter the third level menu: "broadband tariff, press I; broadband cancel, press 2; broadband opened, press 3; ...... artificial service, please press 0" alternative, the user selects the menu at the third level they need information. 若用户输入的关键词比较模糊,例如,用户需求的业务为“宽带开通”,但是用户输入的关键词指示“办理业务”,此时,第一级菜单按照以下顺序呈现给用户:“业务办理,请按3 ;资费查询,请按I ;缴费服务,请按2 ;......人工服务,请按O”,但是由于用户输入的关键词比较模糊,ES无法确定用户进一步的需求,因此,生成的菜单信息中的第二级菜单和第三级菜单可以按照该ES统计得到的其他用户最经常选择的备选信息确定第二级菜单和第三级菜单中备选信息呈现给用户的顺序(即将第二级菜单和第三级菜单中的备选信息按照用户选择次数由多至少排列的顺序呈现给用户),例如,用户选择第一级菜单中的“业务办理,请按3”进入第二级菜单,此时,由于第二菜单中“宽带业务,请按3”为其它用户最经常选择的备选信息(即为高优先级信息),而“开 If the keywords entered by the user rather vague, for example, the business user needs to "open wide", but instructs the user to input the keyword "doing business" at this time, the first-class menu presented to the user in the following order: "business process , press 3; tariff inquiries, please press I; bill payment services, press 2; ...... human services, press O ", but because the keywords entered by the user rather vague, ES unable to determine further needs Therefore, an alternative message menu information generated by other users in the second level and the third level menu may be obtained according to the statistically most often selected ES to determine the second level and the third level menu information to the alternative user order (alternative information coming the second level and third level in accordance with a user selected number of times by a plurality of sequentially arranged at least presented to the user), for example, the user selects the first-level menu in the "business process, press 3 "into the second level menu, this time, since the second menu" broadband services, press 3 "most often selected alternative information for other users (that is, high-priority information), while the" open 业务,请按2”为其它用户选择次数仅次于“宽带业务,请按3”的备选信息,则第二级菜单的备选信息按照以下顺序呈现给用户:“宽带业务,请按3 ;开机业务,请按2 ;停机业务,请按I ;......人工服务,请按O”,同样地,第三级菜单中的备选信息也可以按照用户选择次数由多至少排列的顺序呈现给用户,此处不再赘述。 Services, please press 2 "to select the number of other users after the" broadband services, press 3 "alternative information, the information of the second alternative level menu presented to the user in the following order:" broadband services, please press 3 ; boot operations, press 2; stop operations, press the I; ...... manual service, please press the O ", in the same manner, the alternative information in the third level menu may be selected by the user at least by a plurality of times order presented to the user, is not repeated here.

[0210] 当然,在本发明实施例中,ES在获知用户从第一级菜单选定的需要的备选信息后,向IVR服务器发送响应消息,该IVR服务器则继续向用户设备发送提示消息,以提示用户通过用户设备输入更进一步的关键词,并根据该关键词生成第二级菜单,同样地,第三级菜单的生成也可以按照上述第二级菜单生成的方式进行,此处不在赘述。 After [0210] Of course, in the embodiment of the present invention, ES known user in the selected alternative information needed from the first level menu, the server transmits a response message to the IVR, the IVR prompts the server continues to send the message to the user equipment, to prompt the user through the user input device further keywords, and generating a second level based on the keyword, in the same manner, generating a third level menu may be performed in the manner described above to generate the second-level menu, is not repeated here .

[0211] 另外,上述三级菜单嵌套形成的多级菜单信息只是举例说明,该多级菜单信息具体可以是由至少两级菜单嵌套形成的菜单信息,本发明不作限定。 [0211] Further, information of the three multi-level menu menus are illustrative nested form, particularly the multi-level menu information may be menu information formed from at least two nested menus, the present invention is not limited.

[0212] S413、IVR服务器向该ES发送获取请求消息。 [0212] S413, IVR server sends a message acquiring request to the ES.

[0213] S414、ES根据该获取请求信息获取备选信息,并根据该备选信息生成菜单信息。 [0213] S414, ES based on the information acquiring request information acquiring Alternatively, and generates menu information in accordance with this alternative information.

[0214] 其中,该备选信息为该菜单信息中的高优先级信息。 [0214] wherein the high-priority information for this alternative message menu information.

[0215] 具体地,上述确定该用户输入信息为不确定信息即为确定该用户输入的信息使得该IVR服务器无法确定与该用户输入信息对应的备选信息,则该IVR服务器向ES发送获取请求信息,该ES根据该获取请求信息获取备选信息,并根据该备选信息生成菜单信息。 [0215] Specifically, the determination of the user input information is the identification information of the uncertain information input by the user so that the server can not determine IVR Alternatively information corresponding to the user input, then the IVR server sends a request for obtaining ES information, the information acquisition request based on the ES Alternatively acquired information, and generates menu information in accordance with this alternative information.

[0216] 示例地,若用户设备呈现给用户的提示信息为:“输入问题关键词,关键词不确定,请按*”,用户根据该提示信息通过用户设备输入键的信息,IVR在获取到该用户输入的 [0216] example, if the user equipment to the user's message is: "Enter question keywords, keyword uncertain, please press *" user information through the user input device keys, IVR prompt in acquiring the basis of the information to the user's input

键的信息后,向ES发送获取请求信息,ES在接收到该获取请求信息后,将统计得到的其他用户最经常选择的备选信息确定菜单信息中备选信息呈现给用户的顺序(即将菜单信息中的备选信息按照用户选择次数由多至少排列的顺序呈现给用户),例如,传统的菜单信息按照以下备选信息的顺序呈现给用户:“宽带资费,请按I ;宽带取消,请按2 ;宽带开通, After the key information, transmits a request for information to ES, the ES after receiving a request for information, the information of the other user statistics alternatively obtained most frequently chosen alternative to determine the order of menu information presented to the user information (ie menu Alternatively, in accordance with information presented by the user to select the number of multiple sequential arranged at least to the user), for example, a conventional menu information in the order of presentation of information to the user the following alternatives: "broadband rates, press I; broadband cancel, press 2; broadband opened,

请按3 ;......人工服务,请按0”,其中,“宽带开通,请按3”为其它用户最经常选择的备选信息(即为高优先级信息),而“宽带取消,请按2”为其它用户选择次数仅次于“宽带业务,请按3”的备选信息,则ES生成的该菜单信息中的备选信息按照以下顺序呈现给用户:“宽带开通,请按3 ;宽带取消,请按2 ;宽带资费,请按I ;……人工服务,请按O”。 Press 3; ...... artificial service, please press 0 ", where" broadband opened, press 3 "alternative information most often selected for other users (that is, high-priority information), and" broadband cancel, press 2 "to select the number of other users after the" broadband services, press 3 "alternative information, the generated alternate ES information of the menu information is presented to the user in the following order:" broadband opened, press 3; broadband cancel, press 2; broadband tariff, press I; ...... artificial service, press O ".

[0217] S415、ES将该菜单信息发送至IVR服务器。 [0217] S415, ES menu information is transmitted to the IVR server.

[0218] S416、IVR服务器将该菜单信息发送至信息类型转换设备。 [0218] S416, IVR server transmits the menu information to the message type conversion device.

[0219] S417、该信息类型转换设备将该菜单信息转换为语音菜单信息。 [0219] S417, the message type menu information, the conversion device into a voice menu information.

[0220] S418、该信息类型转换设备将该语音菜单信息发送至IVR服务器。 [0220] S418, the conversion apparatus type information the voice menu information to the IVR server.

[0221] S419、该IVR服务器将该语音菜单信息发送至用户设备,以便该用户设备将该语音菜单信息播放给用户。 [0221] S419, the server sends the IVR voice menu information to the user equipment, the user equipment so that the voice playback menu information to the user.

[0222] 具体地,用户设备将该语音菜单信息播放给用户,用户收听该语音菜单信息,并根据该语音菜单信息选择需要的备选信息。 [0222] Specifically, the user equipment displays information to the user voice menu, the user listen to the voice menu information, menu information and select an alternative voice the necessary information in accordance with.

[0223] S420、用户设备将用户从该菜单信息的备选信息中确定的选项信息发送至IVR服务器。 [0223] S420, the user equipment sends the user information determined from the candidate information in the option menu information to the IVR server.

[0224] S421、该IVR服务器将该选项信息发送至ES。 [0224] S421, the server sends the IVR option information to ES.

[0225] S422、该ES建立该选项信息与该用户标识信息的对应关系。 [0225] S422, the ES option information to establish the correspondence between the identification information of the user.

[0226] 这样,当后续该用户再次发起呼叫时,ES可以直接根据该用户的用户标识信息获得该用户之前选择的选项信息,并根据该选项信息对应的备选信息生成菜单信息。 [0226] Thus, when the subsequent user initiates a call again, ES identification information can be directly obtained according to the user's option information selected by the user prior to the user, and generates menu information in accordance with an alternative option information corresponding to the information.

[0227] S423、该ES更新该选项信息对应的备选信息。 [0227] S423, the updated alternate ES option information corresponding to the information.

[0228] 具体地,ES将该选项信息对应的备选信息的用户选择次数加I,其中,备选信息对应的用户选择次数越多,则表示该备选信息为用户经常选择的备选信息(即用户需求较高的备选信息),在本发明实施例中,用户选择次数多的备选信息在菜单信息中优先呈现给用户。 [0228] Specifically, the user information ES alternatively the option information corresponding to the selected number plus I, wherein the alternative information corresponding to the user selected more often, the alternative information indicates that the information is alternatively selected by the user is often (i.e., high user needs alternate information), in the embodiment of the present invention, the user selects a number of alternative information more preferentially presented to the user in the menu information.

[0229]另外,ES还可以保存生成的菜单信息,这样,当ES根据其他用户的用户输入信息确定的菜单信息为已经保存的菜单信息,则ES不需要再生成新的菜单信息,直接将保存的菜单信息发送至IVR服务器。 [0229] Moreover, ES can save menu information generated such that, when the ES information input menu according to the determined users of other users to the menu information already stored, the ES not need to generate a new menu information, save directly IVR menu information is sent to the server.

[0230] 需要说明的是,ES只将该菜单信息保存特定时间(例如一天或者一周),当超过该特定时间后,ES会删除该菜单信息,从而防止由于保存的菜单信息过多而造成ES的存储负担。 [0230] It should be noted, only the ES menu information to save a particular time (such as one day or one week), when more than the specified time, ES removes the menu information, thereby preventing excessive menu information stored in the resulting ES the storage burden.

[0231] 需要说明的是,对于上述的方法实施例,为了简单描述,故将其都表述为一系列的动作组合,但是本领域技术人员应该知悉,本发明并不受所描述的动作顺序的限制。 [0231] Incidentally, the above-described method embodiments, for ease of description, it is described as a series combination of actions, those skilled in the art should understand that the present invention is not described in the operation sequence limit. 其次,本领域技术人员也应该知悉,说明书中所描述的实施例均属于优选实施例,所涉及的动作和模块并不一定是本发明所必须的。 Secondly, those skilled in the art should also understand that the embodiments are described in the specification are exemplary embodiments, actions and modules involved are not necessarily required by the present invention.

[0232] 通过采用上述方案,IVR服务器向ES发送用户请求信息,该用户请求信息中包括用户标识信息,ES确定是否存储有该用户标识信息,并根据确定结果生成菜单信息,将该菜单信息发送至IVR服务器,IVR服务器再将该菜单信息发送至用户设备,这样,ES生成的菜单信息是对应用户动态生成的,用户可以从菜单信息中快速的确定需要的备选信息,从而提升了用户体验以及呼叫中心系统的工作效率。 [0232] With the above embodiment, IVR ES server sends the user request information, the user request includes information user identification information, determines whether ES storing the user identification information, and generates menu information according to the determination result, transmits the menu information to IVR server, IVR server then transmits the menu information to the user equipment, so that, ES menu information is generated dynamically generated corresponding to a user, the user can quickly determine the required information from the alternative menu information, thereby improving user experience as well as the efficiency of the call center system.

[0233] 本发明实施例提供一种ES50,如图5所示,包括: [0233] The present invention provides a ES50, as shown in Figure 5, comprising:

[0234] 接收单元51,用于接收IVR服务器发送的用户请求信息。 [0234] The receiving unit 51 for receiving a user request sent by IVR server.

[0235] 其中,该用户请求信息包括用户标识信息。 [0235] wherein the user request includes information user identification information.

[0236] 具体地,用户通过用户设备拨打系统的接入码,从而向排队机发送用户请求信息,排队机将该用户请求信息分配到呼叫中心服务器,该呼叫中心服务器进一步将该用户请求信息路由到IVR服务器,该IVR服务器将该用户请求信息发送至ES。 [0236] Specifically, the user dials an access code the system user equipment, a user request to transmit information to the ACD, the ACD requests the subscriber information assigned to the call center server, the call center server further routing information request the user to IVR server, IVR server that the user request information to the ES.

[0237] 处理单元52,用于确定是否存储有该用户标识信息,并根据确定结果生成菜单信肩、O [0237] The processing unit 52, for determining whether the user identification information is stored, and generates the menu based on the determination result letter shoulder, O

[0238] 发送单元53,用于将该处理单元52生成的菜单信息发送至IVR服务器,以便该IVR服务器将该菜单信息发送至用户设备。 [0238] transmitting unit 53, a processing unit 52 generates the menu information transmitted to the IVR server, so that the IVR server transmits the menu information to the user equipment.

[0239] 可选地,该处理单元52具体用于,在确定存储有该用户标识信息时,根据该用户标识信息对应的备选信息生成该菜单信息。 [0239] Alternatively, the processing unit 52 is specifically configured to, when it is determined that the user identification information is stored, generates menu information in accordance with the alternative information corresponding to the user identification information.

[0240] 其中,该备选信息为该菜单信息中的高优先级信息,该菜单信息包括至少一个备选信息。 [0240] wherein the high-priority information for this alternative message menu information, menu information which includes at least one alternative information.

[0241] 具体地,ES在确定存储有该用户标识信息时,则可以确定该用户可能为呼叫中心系统长期跟踪的用户(如VIP用户),该ES存储有该用户标识信息对应的该用户的产品信息及服务类型等与用户关联的信息,ES根据该与用户关联的信息确定备选信息,并根据该备选信息生成菜单信息。 [0241] Specifically, ES is determined storing the user when the identification information, the user may be determined that the user may call center system, long-term follow (e.g., VIP users), the ES storing the user of the user identification information corresponding to the product information and service type information associated with a user, ES alternatively determined based on the information of the information associated with the user, and generates menu information in accordance with this alternative information. 本发明实施例中的高优先级信息即为该菜单信息中优先呈现给用户的信息,例如,传统的菜单信息按照以下备选信息的顺序呈现给用户:“宽带资费,请按 Embodiment of the present invention, high-priority information in the embodiment is the priority of the menu information in the information presented to the user, e.g., a conventional menu information in the order of presentation of information to the user the following alternatives: "Broadband rates, press

1 ;宽带取消,请按2 ;宽带开通,请按3 ;……人工服务,请按O”;若根据与用户关联的信息确定“宽带开通,请按3”为与该用户关联度最高(如该用户最常咨询或者办理的业务)的备选信息,则得到的菜单信息按照以下备选信息的顺序呈现给用户:“宽带开通,请按3 ;宽带资费,请按I ;宽带取消,请按2 ;......人工服务,请按O”。 1; broadband cancellation, press 2; broadband opened, press 3; ...... manual service, please press the O "; if it is determined based on information associated with the user" Broadband opened, press 3 "associated with the user is the highest ( menu information such as the user most frequently consult or handle the business) alternative information, resulting in the order presented to the user information of the following alternative: "broadband opened, press 3; broadband tariff, press I; broadband canceled, press 2; ...... artificial service, press O ".

[0242] 特别地,上述呈现给用户的菜单信息可以通过语音的方式播放给用户,也可以通过文本的方式(例如短信)通过用户设备显示给用户,以便用户选择需要的备选信息。 [0242] In particular, the above-mentioned menu information presented to the user's voice can be played by way of the user, may be displayed to a user via the user device by way of a text (e.g. SMS) to the user to select an alternative desired information.

[0243] 进一步地,该接收单元51还用于,接收该IVR服务器发送的选项信息,该选项信息包括用户从该菜单信息的备选信息中确定的信息;其中,该菜单信息包括至少一个备选信息; [0243] Further, the receiving unit 51 is further configured to receive the option information sent by the IVR server, the option information includes information determined by the user from the candidate information of the menu information; wherein, the apparatus comprises at least one menu information election information;

[0244] 该处理单元52还用于,建立该选项信息与该用户标识信息的对应关系。 [0244] The processing unit 52 is further configured to establish a corresponding relationship to the option information of the user identification information.

[0245] 进一步地,该处理单元52具体用于,在确定未存储该用户标识信息时,向该IVR服务器发送请求响应消息,以便该IVR服务器向该用户设备发送提示信息,该提示信息用于提示用户通过该用户设备输入该用户输入信息,并接收该用户设备发送的该用户输入信肩、O [0245] Further, the processing unit 52 is specifically configured to, when determining that the user identification information is not stored, it transmits a request response message to the IVR server, so that the IVR server sends an alert to the user equipment information, the presentation information is used prompt the user of the user input device the user input information, and receives the input signal of the user's shoulder user equipment, O

[0246] 具体地,用户设备将该提示信息呈现给用户,例如:该提示信息可以是“输入问题关键词,关键词不确定,请按*”,在用户确定需要的业务的关键词时,用户根据该提示信息通过用户设备输入关键词,以便用户设备获取用户输入的关键词,并将该关键词发送至IVR ;或者,在用户不确定关键词时,用户通过用户设备按键,以便用户设备获取该键的信息,并将该键的信息发送至IVR。 [0246] In particular, the device prompts the user information to the user, for example: This message may be "Question Key input, keyword uncertain, please press *", when the user needs to determine the keyword traffic, the user so that the user equipment based on the acquired information by a user equipment prompt keyword input by the user input keywords, and transmits the keyword to the IVR; or when the user is not sure keyword, a user key by a user equipment, to the user equipment obtaining the key information, and transmits the key information to the IVR.

[0247] 特别地,用户可以通过用户设备采用语音或者文本的方式输入对应的关键词,例如,用户可以通过用户设备采用语音的方式输入关键词;或者通过编辑短信以文本的方式输入语音信息。 [0247] In particular, the user can use a voice or text input by a user equipment corresponding to keywords manner, e.g., by a user using a user equipment way voice input keywords; input speech information or edit the text in a text.

[0248] 可选地,该接收单元51还用于,在该IVR服务器确定该用户输入信息为确定信息时,接收该IVR服务器发送的该用户输入信息; [0248] Alternatively, the receiving unit 51 is further configured to determine the user input information is the determination information, the user receiving the IVR server sends the input information in the IVR server;

[0249] 该处理单元52还用于,根据该接收单元51接收的用户输入信息对应的备选信息生成菜单信息,该备选信息为该菜单信息中的高优先级信息。 [0249] The processing unit 52 is further configured to input information corresponding to the alternative menu information generated according to a user receiving unit 51 receives the high priority information for this alternative message menu information.

[0250] 具体地,上述确定该用户输入信息为确定信息即为确定该用户输入的是关键词,ES根据用户输入的关键词确定对应的备选信息,并根据该备选信息生成菜单信息,例如,该传统的菜单信息按照以下备选信息的顺序呈现给用户:“宽带资费,请按I ;宽带取消,请按 [0250] Specifically, the above determination information to determine the user input information is the determination that the user input keyword, an alternative is determined in accordance with information corresponding to ES keyword input by the user, and in accordance with this alternative information generating menu information, for example, the conventional menu information in the order of presentation of information to the user the following alternatives: "broadband rates, press I; broadband cancellation, press

2 ;宽带开通,请按3 ;......人工服务,请按O” ;若用户输入的关键词为“开通宽带”,则ES 2; broadband opened, press 3; ...... human services, press O "; if the user input keyword is" open broadband ", the ES

根据关键词“开通宽带”确定备选信息“宽带开通,请按3 ; ”为用户需求的业务,则生成的菜单信息按照以下备选信息的顺序呈现给用户:“宽带开通,请按3 ;宽带资费,请按I ;宽带取消,请按2 ;......人工服务,请按O”。 Keyword "open broadband" is determined according to alternative information "Broadband opened, press 3;" the user needs service, the generated menu information to the user information in the order of the following alternatives: "Broadband opened, press 3; broadband tariff, press I; broadband cancel, press 2; ...... artificial service, press O ".

[0251] 需要说明的是,在实际的应用中,菜单信息可能是多级菜单信息,例如:传统的三级菜单嵌套形成的多级菜单信息按照以下顺序呈现给用户:通过用户设备按照第一级菜单至第三级菜单的顺序呈现给用户,第一级菜单:“资费查询,请按I ;缴费服务,请按2 ;业务办理,请按3 ;......人工服务,请按0”,此时用户若选择“业务办理”,则进入第二级菜单: [0251] Note that, in practical applications, multi-level menu information may be menu information, for example: multi-level menu traditional menu of three nested form presented to the user in the following order: first by a user equipment in accordance with order menu level to the third level menu presented to the user, the first level menu: "tariff inquiries, please press I; bill payment services, press 2; business process, press 3; ...... artificial service, press 0 ", then the user if you choose" business process ", then enter the second level menu:

“停机业务,请按I ;开机业务,请按2 ;宽带业务,请按3 ;……人工服务,请按O”此时用户若根据需求选择“宽带业务”,则进入第三级菜单:“宽带资费,请按I ;宽带取消,请按2 ;宽带开通,请按3 ;......人工服务,请按0”,则用户在第三级菜单中选择自己需要的备选信息。 "Stop business, please press I; startup business, please press 2; broadband services, press 3; ...... human services, press O" at this time if the user needs to choose according to "broadband", then enter the third level menu: "broadband tariff, press I; broadband cancel, press 2; broadband opened, press 3; ...... artificial service, please press 0" alternative, the user selects the menu at the third level they need information. 若用户输入的关键词比较模糊,例如,用户需求的业务为“宽带开通”,但是用户输入的关键词指示“办理业务”,此时,第一级菜单按照以下顺序呈现给用户:“业务办理,请按3 ; If the keywords entered by the user rather vague, for example, the business user needs to "open wide", but instructs the user to input the keyword "doing business" at this time, the first-class menu presented to the user in the following order: "business process , press 3;

资费查询,请按I ;缴费服务,请按2 ;......人工服务,请按0”,但是由于用户输入的关键词比较模糊,ES无法确定用户进一步的需求,因此,生成的菜单信息中的第二级菜单和第三级菜单可以按照该ES统计得到的其他用户最经常选择的备选信息确定第二级菜单和第三级菜单中备选信息呈现给用户的顺序(即将第二级菜单和第三级菜单中的备选信息按照用户选择次数由多至少排列的顺序呈现给用户),例如,用户选择第一级菜单中的“业务办理,请按3”进入第二级菜单,此时,由于第二菜单中“宽带业务,请按3”为其它用户最经常选择的备选信息(即为高优先级信息),而“开机业务,请按2”为其它用户选择次数仅次于“宽带业务,请按3”的备选信息,则第二级菜单的备选信息按照以下顺序呈现给用户:“宽带业务,请按3 ;开机业务,请按2 ;停机业务,请 Tariff inquiries, please press I; bill payment services, press 2; ...... artificial service, please press 0 ", but because the keywords entered by the user rather vague, ES unable to determine further needs, therefore, generated menu information in the second level and third level menu options can be determined according to statistical information other users of the ES get most frequently chosen second level and third-level menu options presented to the order of the user's information (coming Alternatively, the second level and the third level information in accordance with a user selected frequency and presentation of a plurality of sequentially arranged at least to the user), for example, the user selects the first-level menu in the "business process, please press 3" into the second level menu, this time, since the second menu "broadband services, press 3" most often selected alternative information for other users (that is, high-priority information), and the "boot services, please press 2" to other users select the number after "broadband services, press 3" alternative information, the information of the second alternative level menu presented to the user in the following order: "broadband, press 3; boot operations, press 2; downtime services, please I ;......人工服务,请按0”,同样地,第三级菜单中的备选信息也可以按照用户选择次数由多至少排列的顺序呈现给用户,此处不再赘述。 The I; ...... manual service, press 0 ", in the same manner, the alternative information in the third level menu may be selected according to the number of times the user sequentially presented to a user by a plurality of at least arranged, omitted here.

[0252] 当然,在本发明实施例中,ES在获知用户从第一级菜单选定的需要的备选信息后,向IVR服务器发送响应消息,该IVR服务器则继续向用户设备发送提示消息,以提示用户通过用户设备输入更进一步的关键词,并根据该关键词生成第二级菜单,同样地,第三级菜单的生成也可以按照上述第二级菜单生成的方式进行,此处不在赘述。 After [0252] Of course, in the embodiment of the present invention, ES known user in the selected alternative information needed from the first level menu, the server transmits a response message to the IVR, the IVR prompts the server continues to send the message to the user equipment, to prompt the user through the user input device further keywords, and generating a second level based on the keyword, in the same manner, generating a third level menu may be performed in the manner described above to generate the second-level menu, is not repeated here .

[0253] 另外,上述三级菜单嵌套形成的多级菜单信息只是举例说明,该多级菜单信息具体可以是由至少两级菜单嵌套形成的菜单信息,本发明不作限定。 [0253] Further, information of the three multi-level menu menus are illustrative nested form, particularly the multi-level menu information may be menu information formed from at least two nested menus, the present invention is not limited.

[0254] 进一步地,该接收单元51还用于,接收该IVR服务器发送的选项信息,该选项信息包括用户从该菜单信息的备选信息中确定的信息。 [0254] Further, the receiving unit 51 is further configured to receive the option information sent by the IVR server, the option information includes information determined by the user from the candidate information of the menu information.

[0255] 其中,该菜单信息包括至少一个备选信息。 [0255] wherein the at least one menu information includes alternative information.

[0256] 该处理单元52还用于,更新该选项信息对应的备选信息。 [0256] The processing unit 52 is further configured to update the alternative option information corresponding to the information.

[0257] 其中,该处理单元将该选项信息对应的备选信息的用户选择次数加1,其中,备选信息对应的用户选择次数越多,则表示该备选信息为用户经常选择的备选信息(即用户需求较高的备选信息),在本发明实施例中,用户选择次数多的备选信息在菜单信息中优先呈现给用户。 Alternatively, the user information [0257] wherein the processing unit adds the option information corresponding to the selected number plus 1, wherein the alternative information corresponding to the user selects more times, then the alternative the alternative information selected by the user is often information (i.e., high user needs alternate information), in an embodiment of the present invention, the number of times the user selects multiple candidate information preferentially presented to the user in the menu information.

[0258] 可选地,该接收单元51还用于,在该IVR服务器确定该用户输入信息为不确定信息时,接收该IVR服务器发送的获取请求信息; [0258] Alternatively, the receiving unit 51 is further configured to determine the user input information is uncertain information, receives the acquiring request information sent by the IVR server IVR server;

[0259] 该处理单元52还用于,根据该接收单元51接收的获取请求信息获取备选信息,并根据该备选信息生成菜单信息;该备选信息为该菜单信息中的高优先级信息。 [0259] The processing unit 52 is further configured to acquire information according to an alternative acquisition request receiving unit 51 receives the information and generates menu information in accordance with this alternative information; high-priority information for this alternative message menu information .

[0260] 具体地,上述确定该用户输入信息为不确定信息即为确定该用户输入的信息使得该IVR服务器无法确定与该用户输入信息对应的备选信息,则该IVR服务器向ES发送获取请求信息,该ES根据该获取请求信息获取备选信息,并根据该备选信息生成菜单信息。 [0260] Specifically, the determination of the user input information is the identification information of the uncertain information input by the user so that the server can not determine IVR Alternatively information corresponding to the user input, then the IVR server sends a request for obtaining ES information, the information acquisition request based on the ES Alternatively acquired information, and generates menu information in accordance with this alternative information.

[0261] 示例地,若用户设备呈现给用户的提示信息为:“输入问题关键词,关键词不确定,请按*”,用户根据该提示信息通过用户设备输入键的信息,IVR在获取到该用户输入的 [0261] example, if the user equipment to the user's message is: "Enter question keywords, keyword uncertain, please press *" user information through the user input device keys, IVR prompt in acquiring the basis of the information to the user's input

键的信息后,向ES发送获取请求信息,ES在接收到该获取请求信息后,将统计得到的其他用户最经常选择的备选信息确定菜单信息中备选信息呈现给用户的顺序(即将菜单信息中的备选信息按照用户选择次数由多至少排列的顺序呈现给用户),例如,传统的菜单信息按照以下备选信息的顺序呈现给用户:“宽带资费,请按I ;宽带取消,请按2 ;宽带开通, After the key information, transmits a request for information to ES, the ES after receiving a request for information, the information of the other user statistics alternatively obtained most frequently chosen alternative to determine the order of menu information presented to the user information (ie menu Alternatively, in accordance with information presented by the user to select the number of multiple sequential arranged at least to the user), for example, a conventional menu information in the order of presentation of information to the user the following alternatives: "broadband rates, press I; broadband cancel, press 2; broadband opened,

请按3 ;......人工服务,请按0”,其中,“宽带开通,请按3”为其它用户最经常选择的备选信息(即为高优先级信息),而“宽带取消,请按2”为其它用户选择次数仅次于“宽带业务,请按3”的备选信息,则ES生成的该菜单信息中的备选信息按照以下顺序呈现给用户:“宽带开通,请按3 ;宽带取消,请按2 ;宽带资费,请按I ;......人工服务,请按O”。 Press 3; ...... artificial service, please press 0 ", where" broadband opened, press 3 "alternative information most often selected for other users (that is, high-priority information), and" broadband cancel, press 2 "to select the number of other users after the" broadband services, press 3 "alternative information, the generated alternate ES information of the menu information is presented to the user in the following order:" broadband opened, press 3; broadband cancel, press 2; broadband tariff, press I; ...... artificial service, press O ".

[0262] 进一步地,该接收单元51还用于,接收该IVR服务器发送的选项信息,该选项信息包括用户从该菜单信息的备选信息中确定的信息;其中,该菜单信息包括至少一个备选信息; [0262] Further, the receiving unit 51 is further configured to receive the option information sent by the IVR server, the option information includes information determined by the user from the candidate information of the menu information; wherein, the apparatus comprises at least one menu information election information;

[0263] 该处理单元52还用于,建立该选项信息与该用户标识信息的对应关系。 [0263] The processing unit 52 is further configured to establish a corresponding relationship to the option information of the user identification information.

[0264] 具体地,用户从用户设备呈现的菜单信息的备选信息中选定选项信息,用户设备将该选项信息发送至IVR服务器,该IVR服务器将该选项信息发送至ES。 [0264] Specifically, the user selects from the candidate information of the user equipment of information presented in the menu option information, the user equipment transmits the information to the IVR server option, the IVR server sends the option information to ES.

[0265] 需要说明的是,若用户是通过语音的方式从菜单信息的备选信息中选定选项信息,IVR服务器还需要将该选项信息发送至信息类型转换设备,该信息类型转换设备将该选项信息从语音类型转换为文本类型,并发送至IVR服务器,该IVR服务器将该选项信息发送至ES。 [0265] Incidentally, if the user is the option information selected by way voice information from the menu information in the alternative, IVR server sends the required information to the type of option information conversion apparatus, the conversion apparatus type information type option information from the speech to text conversion type, and the server transmits to the IVR, the IVR server sends the option information to ES. ES在接收到该选项信息后,建立该选项信息与该用户标识信息的对应关系,这样,当后续该用户再次发起呼叫时,ES可以直接根据该用户的用户标识信息获得该用户之前选择的选项信息,并根据该选项信息对应的备选信息生成菜单信息。 ES After receiving the option information, the establishment of the option information corresponding relationship between the user identifier information and, so, when a subsequent user initiates a call again, ES available options previously selected the user directly from the user's user identification information information, and generates menu information in accordance with an alternative option information corresponding to the information.

[0266]另外,ES还可以保存生成的菜单信息,这样,当ES根据其他用户的用户输入信息确定的菜单信息为已经保存的菜单信息,则ES不需要再生成新的菜单信息,直接将保存的菜单信息发送至IVR服务器。 [0266] Moreover, ES can save menu information generated such that, when the ES information input menu according to the determined users of other users to the menu information already stored, the ES not need to generate a new menu information, save directly IVR menu information is sent to the server.

[0267] 需要说明的是,ES只将该菜单信息保存特定时间(例如一天或者一周),当超过该特定时间后,ES会删除该菜单信息,从而防止由于保存的菜单信息过多而造成ES的存储负担。 [0267] It should be noted, only the ES menu information to save a particular time (such as one day or one week), when more than the specified time, ES removes the menu information, thereby preventing excessive menu information stored in the resulting ES the storage burden.

[0268] 采用上述ES,ES接收IVR服务器发送的用户请求信息,该用户请求信息中包括用户标识信息,ES确定是否存储有该用户标识信息,并根据确定结果生成菜单信息,将该菜单信息发送至IVR服务器,IVR服务器再将该菜单信息发送至用户设备,这样,ES生成的菜单信息是对应用户动态生成的,用户可以从菜单信息中快速的确定需要的备选信息,从而提升了用户体验以及呼叫中心系统的工作效率。 [0268] With the above ES, ES IVR server receives a user request information sent, the user request includes information user identification information, ES is determined whether the user identification information is stored, and generates menu information according to the determination result, transmits the menu information to IVR server, IVR server then transmits the menu information to the user equipment, so that, ES menu information is generated dynamically generated corresponding to a user, the user can quickly determine the required information from the alternative menu information, thereby improving user experience as well as the efficiency of the call center system.

[0269] 所属本领域的技术人员可以清楚地了解到,为描述的方便和简洁,上述描述的ES的具体工作过程和描述,可以参考前述方法实施例中的对应过程,在此不再赘述。 [0269] ordinary skilled in the art may clearly understand that, for convenience and brevity of description, and the specific working process of the above-described ES description, reference may correspond to the process in the foregoing method embodiments, and are not repeated herein.

[0270] 本发明实施例提供一种IVR服务器60,如图6所示,包括: [0270] Example embodiments of the present invention provides an IVR server 60, as shown in FIG. 6, comprising:

[0271] 发送单元61,用于向ES发送用户请求信息,该用户请求信息包括用户标识信息,以便该ES确定是否存储有该用户标识信息,并根据确定结果生成菜单信息。 [0271] sending unit 61, configured to send information to the ES user request, the user request information includes user identification information to determine whether the ES storing the user identification information, and generates menu information in accordance with the determination result.

[0272] 具体地,用户通过用户设备拨打系统的接入码,从而向排队机发送用户请求信息,排队机将该用户请求信息分配到呼叫中心服务器,该呼叫中心服务器进一步将该用户请求信息路由到IVR服务器。 [0272] Specifically, the user dials an access code the system user equipment, a user request to transmit information to the ACD, the ACD requests the subscriber information assigned to the call center server, the call center server further routing information request the user to the IVR server.

[0273] 接收单元62,用于接收该ES发送的菜单信息。 [0273] The receiving unit 62, for receiving the menu information transmitted ES.

[0274] 该发送单元61还用于,将该接收单元62接收的菜单信息发送至用户设备。 [0274] The sending unit 61 is further configured to, menu information received by the receiving unit 62 is transmitted to the user equipment.

[0275] 可选地,该接收单元62具体用于,在该ES确定存储有该用户标识信息时,接收该ES发送的菜单信息。 [0275] Alternatively, the receiver unit 62 is configured to, when the ES determines that the user identification information is stored, receives the menu message transmitted to the ES.

[0276] 其中,该菜单信息包括与该用户标识信息对应的备选信息,该备选信息为该菜单信息中的高优先级信息。 [0276] wherein the menu information includes the alternative information corresponding to the user identification information, information of the high priority information for alternative menu information.

[0277] 具体地,ES根据该用户标识信息对应的备选信息生成该菜单信息。 [0277] Specifically, ES generates menu information in accordance with the alternative information corresponding to the user identification information.

[0278] ES在确定存储有该用户标识信息时,则可以确定该用户可能为呼叫中心系统长期跟踪的用户(如VIP用户),该ES存储有该用户标识信息对应的该用户的产品信息及服务类型等与用户关联的信息,ES根据与用户关联的信息确定备选信息,并根据该备选信息生成菜单信息,其中,该备选信息为该菜单信息中的高优先级信息。 [0278] ES is determined storing the user when the identification information, the user may be determined that the user may call center system, long-term follow (e.g., VIP users), the ES storing the user of the product information of the user identification information corresponding to and service type and other information associated with a user, ES alternative information determined based on information associated with a user, and generates menu information based on the alternative information, wherein the alternate high-priority information for the menu information. 本发明实施例中的高优先级信息即为该菜单信息中优先呈现给用户的信息,例如,传统的菜单信息按照以下备选信息的顺序呈现给用户:“宽带资费,请按I ;宽带取消,请按2 ;宽带开通,请按3 ;......人工服务,请按O”;若根据与用户关联的信息确定“宽带开通,请按3”为与该用户关联度最高(如该用户最常咨询或者办理的业务)的备选信息,则得到的菜单信息按照以下备选信息的顺序呈现给用户:“宽带开通,请按3 ;宽带资费,请按I ;宽带取消,请按2 ;......人工服务,请按O”。 Embodiment of the present invention, high-priority information in the embodiment is the priority of the menu information in the information presented to the user, e.g., a conventional menu information in the order of presentation of information to the user the following alternatives: "Broadband rates, press I; broadband cancellation , press 2; broadband opened, press 3; ...... manual service, please press the O "; if it is determined based on information associated with a user" broadband opened, press 3 "associated with the user is the highest ( menu information such as the user most frequently consult or handle the business) alternative information, resulting in the order presented to the user information of the following alternative: "broadband opened, press 3; broadband tariff, press I; broadband canceled, press 2; ...... artificial service, press O ".

[0279] 进一步地,该接收单元62具体用于,将该菜单信息发送至用户设备后,接收该用户设备发送的选项信息,该选项信息包括用户从该菜单信息的备选信息中确定的信息。 [0279] Further, the receiver unit 62 is configured, after sending the menu information to a user equipment, the user equipment receives the option information sent by the user the option information includes information determined from the candidate information of the menu information in .

[0280] 其中,该菜单信息包括至少一个备选信息。 [0280] wherein the at least one menu information includes alternative information.

[0281] 该发送单元61具体用于,将该接收单元62接收的选项信息发送至该ES,以便该ES建立该选项信息与该用户标识信息的对应关系。 [0281] The sending unit 61 is configured, the receiving unit 62 receives the option information is transmitted to the ES, the ES establishing the corresponding relationship to the option information of the user identification information.

[0282] 具体地,用户从用户设备呈现的菜单信息的备选信息中选定选项信息,用户设备将该选项信息发送至IVR服务器,该IVR服务器将该选项信息发送至ES。 [0282] Specifically, the user selects from the candidate information of the user equipment of information presented in the menu option information, the user equipment transmits the information to the IVR server option, the IVR server sends the option information to ES.

[0283] 可选地,该接收单元62具体用于,在确定该用户输入信息为用户输入文本信息时,接收该用户设备发送的该用户输入文本信息; [0283] Alternatively, the receiver unit 62 is configured to, when determining the user input as the user input information is text information, receiving the user input text information transmitted by the user equipment;

[0284] 该接收单元62具体还用于,在确定该用户输入信息为用户输入语音信息时,接收该用户设备发送的用户输入语音信息;该发送单元还用于,将该接收单元接收的用户输入语音信息发送至该信息类型转换设备,以便该信息类型转换设备将该用户输入语音信息转换为用户输入文本信息;该接收单元还用于,接收该信息类型转换设备发送的该用户输入文本信息。 [0284] Specifically the receiving unit 62 is further configured to, when determining the user input as the user input information is voice information, voice information receiving user input transmitted from the user equipment; the sending unit is further configured, the subscriber unit received by the receiving the input voice information is transmitted to the conversion apparatus type information, so that the type of information the user inputs a voice conversion apparatus information into a user input text information; the receiving unit is further configured to receive the user input information of the type of information transmitted text conversion apparatus .

[0285] 可选地,该接收单元62还用于,在接收该ES发送的菜单信息前,且在该ES确定未存储该用户标识信息时,接收该ES发送的请求响应消息; [0285] Alternatively, the receiving unit 62 is further configured to, prior to receiving the menu information sent from the ES, the ES and the user determines not stored identification information upon receiving a request response message sent by the ES;

[0286] 该发送单元61还用于,在该接收单元62接收到该请求响应消息后,向该用户设备发送提示信息,该提示信息用于提示用户通过该用户设备输入用户输入信息。 [0286] The sending unit 61 is further configured, in response to receiving the request message after the receiving unit 62, it sends an alert message to the user equipment, the prompt message for prompting the user through the user input device a user to input information.

[0287] 该接收单元62还用于,接收该用户设备发送的用户输入信息。 [0287] The receiving unit 62 is further configured to receive the user equipment, a user input information.

[0288] 具体地,用户设备将该提示信息呈现给用户,例如:该提示信息可以是“输入问题关键词,关键词不确定,请按*”,在用户确定需要的业务的关键词时,用户根据该提示信息通过用户设备输入关键词,以便用户设备获取用户输入的关键词,并将该关键词发送至IVR;或者,在用户不确定关键词时,用户通过用户设备按键,以便用户设备获取该键的信息,并将该键的信息发送至IVR。 [0288] In particular, the device prompts the user information to the user, for example: This message may be "Question Key input, keyword uncertain, please press *", when the user needs to determine the keyword traffic, the user so that the user equipment based on the acquired information by a user equipment prompt keyword input by the user input keywords, and transmits the keyword to the IVR; or when the user is not sure keyword, a user key by a user equipment, to the user equipment obtaining the key information, and transmits the key information to the IVR.

[0289] 特别地,用户可以通过用户设备采用语音或者文本的方式输入对应的关键词,例如,用户可以通过用户设备采用语音的方式输入关键词;或者通过编辑短信以文本的方式输入语音信息。 [0289] In particular, the user can use a voice or text input by a user equipment corresponding to keywords manner, e.g., by a user using a user equipment way voice input keywords; input speech information or edit the text in a text.

[0290] 可选地,该发送单元61还用于,在确定该用户输入信息为确定信息时,将该用户输入信息发送至该ES,该接收单元62具体用于,接收该ES根据该用户输入信息生成并发送的菜单信息。 [0290] Alternatively, the sending unit 61 is further configured, after determining that the user identification information is input information, the user input information is sent to the ES, the receiving unit 62 is specifically configured to receive the user based on the ES transmitting the input information and generates menu information.

[0291] 其中,该菜单信息包括与该用户输入信息对应的备选信息。 [0291] wherein the menu information includes alternative information input corresponding to the user.

[0292] 具体地,上述确定该用户输入信息为确定信息即为确定该用户输入的是关键词,ES根据用户输入的关键词确定对应的备选信息,并根据该备选信息生成菜单信息,例如,该传统的菜单信息按照以下备选信息的顺序呈现给用户:“宽带资费,请按I ;宽带取消,请按 [0292] Specifically, the above determination information to determine the user input information is the determination that the user input keyword, an alternative is determined in accordance with information corresponding to ES keyword input by the user, and in accordance with this alternative information generating menu information, for example, the conventional menu information in the order of presentation of information to the user the following alternatives: "broadband rates, press I; broadband cancellation, press

2 ;宽带开通,请按3 ;......人工服务,请按O” ;若用户输入的关键词为“开通宽带”,则ES 2; broadband opened, press 3; ...... human services, press O "; if the user input keyword is" open broadband ", the ES

根据关键词“开通宽带”确定备选信息“宽带开通,请按3 ; ”为用户需求的业务,则生成的菜单信息按照以下备选信息的顺序呈现给用户:“宽带开通,请按3 ;宽带资费,请按I ;宽带取消,请按2 ;......人工服务,请按O”。 Keyword "open broadband" is determined according to alternative information "Broadband opened, press 3;" the user needs service, the generated menu information to the user information in the order of the following alternatives: "Broadband opened, press 3; broadband tariff, press I; broadband cancel, press 2; ...... artificial service, press O ".

[0293] 需要说明的是,在实际的应用中,菜单信息可能是多级菜单信息,例如:传统的三级菜单嵌套形成的多级菜单信息按照以下顺序呈现给用户:通过用户设备按照第一级菜单至第三级菜单的顺序呈现给用户,第一级菜单:“资费查询,请按I ;缴费服务,请按2 ;业务办理,请按3 ;......人工服务,请按0”,此时用户若选择“业务办理”,则进入第二级菜单: [0293] Note that, in practical applications, multi-level menu information may be menu information, for example: multi-level menu traditional menu of three nested form presented to the user in the following order: first by a user equipment in accordance with order menu level to the third level menu presented to the user, the first level menu: "tariff inquiries, please press I; bill payment services, press 2; business process, press 3; ...... artificial service, press 0 ", then the user if you choose" business process ", then enter the second level menu:

“停机业务,请按I ;开机业务,请按2 ;宽带业务,请按3 ;……人工服务,请按O”此时用户若根据需求选择“宽带业务”,则进入第三级菜单:“宽带资费,请按I ;宽带取消,请按2 ;宽带开通,请按3 ;......人工服务,请按0”,则用户在第三级菜单中选择自己需要的备选信息。 "Stop business, please press I; startup business, please press 2; broadband services, press 3; ...... human services, press O" at this time if the user needs to choose according to "broadband", then enter the third level menu: "broadband tariff, press I; broadband cancel, press 2; broadband opened, press 3; ...... artificial service, please press 0" alternative, the user selects the menu at the third level they need information. 若用户输入的关键词比较模糊,例如,用户需求的业务为“宽带开通”,但是用户输入的关键词指示“办理业务”,此时,第一级菜单按照以下顺序呈现给用户:“业务办理,请按3 ; If the keywords entered by the user rather vague, for example, the business user needs to "open wide", but instructs the user to input the keyword "doing business" at this time, the first-class menu presented to the user in the following order: "business process , press 3;

资费查询,请按I ;缴费服务,请按2 ;......人工服务,请按0”,但是由于用户输入的关键词比较模糊,ES无法确定用户进一步的需求,因此,生成的菜单信息中的第二级菜单和第三级菜单可以按照该ES统计得到的其他用户最经常选择的备选信息确定第二级菜单和第三级菜单中备选信息呈现给用户的顺序(即将第二级菜单和第三级菜单中的备选信息按照用户选择次数由多至少排列的顺序呈现给用户),例如,用户选择第一级菜单中的“业务办理,请按3”进入第二级菜单,此时,由于第二菜单中“宽带业务,请按3”为其它用户最经常选择的备选信息(即为高优先级信息),而“开机业务,请按2”为其它用户选择次数仅次于“宽带业务,请按3”的备选信息,则第二级菜单的备选信息按照以下顺序呈现给用户:“宽带业务,请按3 ;开机业务,请按2 ;停机业务,请 Tariff inquiries, please press I; bill payment services, press 2; ...... artificial service, please press 0 ", but because the keywords entered by the user rather vague, ES unable to determine further needs, therefore, generated menu information in the second level and third level menu options can be determined according to statistical information other users of the ES get most frequently chosen second level and third-level menu options presented to the order of the user's information (coming Alternatively, the second level and the third level information in accordance with a user selected frequency and presentation of a plurality of sequentially arranged at least to the user), for example, the user selects the first-level menu in the "business process, please press 3" into the second level menu, this time, since the second menu "broadband services, press 3" most often selected alternative information for other users (that is, high-priority information), and the "boot services, please press 2" to other users select the number after "broadband services, press 3" alternative information, the information of the second alternative level menu presented to the user in the following order: "broadband, press 3; boot operations, press 2; downtime services, please I ;......人工服务,请按O”,同样地,第三级菜单中的备选信息也可以按照用户选择次数由多至少排列的顺序呈现给用户,此处不再赘述。 The I; ...... manual service, please press the O ", in the same manner, the alternative information in the third level menu may be presented to select the number of a plurality of sequentially arranged at least to the user, according to the user is not repeated here.

[0294] 当然,在本发明实施例中,ES在获知用户从第一级菜单选定的需要的备选信息后,向IVR服务器发送响应消息,该IVR服务器则继续向用户设备发送提示消息,以提示用户通过用户设备输入更进一步的关键词,并根据该关键词生成第二级菜单,同样地,第三级菜单的生成也可以按照上述第二级菜单生成的方式进行,此处不在赘述。 After [0294] Of course, in the embodiment of the present invention, ES known user in the selected alternative information needed from the first level menu, the server transmits a response message to the IVR, the IVR prompts the server continues to send the message to the user equipment, to prompt the user through the user input device further keywords, and generating a second level based on the keyword, in the same manner, generating a third level menu may be performed in the manner described above to generate the second-level menu, is not repeated here .

[0295] 另外,上述三级菜单嵌套形成的多级菜单信息只是举例说明,该多级菜单信息具体可以是由至少两级菜单嵌套形成的菜单信息,本发明不作限定。 [0295] Further, information of the three multi-level menu menus are illustrative nested form, particularly the multi-level menu information may be menu information formed from at least two nested menus, the present invention is not limited.

[0296] 可选地,该发送单元61还用于,在确定该用户输入信息为不确定信息时,向该ES发送获取请求信息,该接收单元62具体用于,接收该ES根据该获取请求信息获取并发送的菜单信息。 [0296] Alternatively, the sending unit 61 is further configured, in determining the user input information is uncertain information, send a request for information to the ES, the receiving unit 62 is specifically configured to receive the acquisition request based on the ES access to information and menu information sent.

[0297] 其中,该菜单信息包括该ES根据该获取请求信息获取的备选信息。 [0297] wherein the menu information includes the alternative information acquiring ES according to the acquisition request.

[0298] 具体地,上述确定该用户输入信息为不确定信息即为确定该用户输入的信息使得该IVR服务器无法确定与该用户输入信息对应的备选信息,则该IVR服务器向ES发送获取请求信息,该ES根据该获取请求信息获取备选信息,并根据该备选信息生成菜单信息。 [0298] Specifically, the determination of the user input information is the identification information of the uncertain information input by the user so that the server can not determine IVR Alternatively information corresponding to the user input, then the IVR server sends a request for obtaining ES information, the information acquisition request based on the ES Alternatively acquired information, and generates menu information in accordance with this alternative information.

[0299] 示例地,若用户设备呈现给用户的提示信息为:“输入问题关键词,关键词不确定,请按*”,用户根据该提示信息通过用户设备输入键的信息,IVR在获取到该用户输入的 [0299] example, if the user equipment to the user's message is: "Enter question keywords, keyword uncertain, please press *" user information through the user input device keys, IVR prompt in acquiring the basis of the information to the user's input

键的信息后,向ES发送获取请求信息,ES在接收到该获取请求信息后,将统计得到的其他用户最经常选择的备选信息确定菜单信息中备选信息呈现给用户的顺序(即将菜单信息中的备选信息按照用户选择次数由多至少排列的顺序呈现给用户),例如,传统的菜单信息按照以下备选信息的顺序呈现给用户:“宽带资费,请按I ;宽带取消,请按2 ;宽带开通, After the key information, transmits a request for information to ES, the ES after receiving a request for information, the information of the other user statistics alternatively obtained most frequently chosen alternative to determine the order of menu information presented to the user information (ie menu Alternatively, in accordance with information presented by the user to select the number of multiple sequential arranged at least to the user), for example, a conventional menu information in the order of presentation of information to the user the following alternatives: "broadband rates, press I; broadband cancel, press 2; broadband opened,

请按3 ;......人工服务,请按0”,其中,“宽带开通,请按3”为其它用户最经常选择的备选信息(即为高优先级信息),而“宽带取消,请按2”为其它用户选择次数仅次于“宽带业务,请按3”的备选信息,则ES生成的该菜单信息中的备选信息按照以下顺序呈现给用户:“宽带开通,请按3 ;宽带取消,请按2 ;宽带资费,请按I ;……人工服务,请按O”。 Press 3; ...... artificial service, please press 0 ", where" broadband opened, press 3 "alternative information most often selected for other users (that is, high-priority information), and" broadband cancel, press 2 "to select the number of other users after the" broadband services, press 3 "alternative information, the generated alternate ES information of the menu information is presented to the user in the following order:" broadband opened, press 3; broadband cancel, press 2; broadband tariff, press I; ...... artificial service, press O ".

[0300] 可选地,该发送单元还用于,在该接收单元接收该ES发送的菜单信息后,将该菜单信息发送至信息类型转换设备,以便该信息类型转换设备将该菜单信息转换为语音菜单信息。 [0300] Alternatively, the sending unit is further configured to receive menu information transmitted in the ES after the receiving unit, the type of menu information to the information conversion device, so that the type information converting device converts the menu information to voice menu information.

[0301] 该接收单元62具体用于,接收该信息类型转换设备发送的该语音菜单信息。 [0301] The receiving unit 62 is specifically configured to receive the speech information of the menu information sent by the cast.

[0302] 该发送单元61具体用于,将该接收单元62接收的语音菜单信息发送至该用户设备。 [0302] The sending unit 61 is specifically configured to send the receiving unit 62 receives the voice menu information to the user equipment.

[0303] 进一步地,该接收单元62具体用于,将该菜单信息发送至用户设备后,接收该用户设备发送的选项信息,该选项信息包括用户从该菜单信息的备选信息中确定的信息;其中,该菜单信息包括至少一个备选信息; [0303] Further, the receiver unit 62 is configured, after sending the menu information to a user equipment, the user equipment receives the option information sent by the user the option information includes information determined from the candidate information of the menu information in ; wherein the at least one menu information includes alternative information;

[0304] 该发送单元61具体用于,将该接收单元62接收的选项信息发送至该ES,以便该ES更新该选项信息对应的备选信息。 [0304] The sending unit 61 is configured, the receiving unit 62 receives the option information is transmitted to the ES, the ES to update the alternative option information corresponding to the information.

[0305] 其中,上述ES更新该选项信息对应的备选信息具体可以是,ES将该选项信息对应的备选信息的用户选择次数加1,其中,备选信息对应的用户选择次数越多,则表示该备选信息为用户经常选择的备选信息(即用户需求较高的备选信息),在本发明实施例中,用户选择次数多的备选信息在菜单信息中优先呈现给用户。 [0305] wherein said updated ES Alternatively information corresponding to information of the particular option may be, the user information ES alternative option information corresponding to the selected number plus 1, wherein the alternative information corresponding to the user selects more times, Alternatively, information (i.e., high user needs alternate information) of the alternative information indicates the user is often selected in the embodiment of the present invention, the user selects a number of alternative information more preferentially presented to the user in the menu information.

[0306] 可选地,该发送单元61还用于,在该接收单元62接收该用户设备发送的选项信息后,并在确定该选项信息为语音信息时,将该选项信息发送至信息类型转换设备,以便该信息类型转换设备将该选项信息由语音信息转换为文本信息,该信息类型转换设备将该选项信息发送至IVR服务器,该IVR服务器将该选项信息发送至ES,ES在接收到该选项信息后,建立该选项信息与该用户标识信息的对应关系,这样,当后续该用户再次发起呼叫时,ES可以直接根据该用户的用户标识信息获得该用户之前选择的选项信息,并根据该选项信息对应的备选信息生成菜单信息。 When [0306] Alternatively, the transmission unit 61 is further configured to receive the option information of the user equipment after receiving unit 62, and determines that the option information is voice information, and transmits the information to the information type conversion option apparatus, so that the conversion apparatus type information option information from the voice information into text information, the type information converting device option information is transmitted to the IVR server, IVR server which transmits the information to the option ES, ES receiving the after the option information, the establishment of the option information corresponding relationship between the user identifier information and, so, when a subsequent user initiates a call again, ES is possible to obtain the option information selected before the user directly from the user's user identification information, and based on the Alternatively information corresponding to the option information generating menu information.

[0307]另外,ES还可以保存生成的菜单信息,这样,当ES根据其他用户的用户输入信息确定的菜单信息为已经保存的菜单信息,则ES不需要再生成新的菜单信息,直接将保存的菜单信息发送至IVR服务器。 [0307] Moreover, ES can save menu information generated such that, when the ES information input menu according to the determined users of other users to the menu information already stored, the ES not need to generate a new menu information, save directly IVR menu information is sent to the server.

[0308] 需要说明的是,ES只将该菜单信息保存特定时间(例如一天或者一周),当超过该特定时间后,ES会删除该菜单信息,从而防止由于保存的菜单信息过多而造成ES的存储负担。 [0308] It should be noted, only the ES menu information to save a particular time (such as one day or one week), when more than the specified time, ES removes the menu information, thereby preventing excessive menu information stored in the resulting ES the storage burden.

[0309] 采用上述IVR服务器,IVR服务器向ES发送用户请求信息,该用户请求信息中包括用户标识信息,ES确定是否存储有该用户标识信息,并根据确定结果生成菜单信息,将该菜单信息发送至IVR服务器,IVR服务器再将该菜单信息发送至用户设备,这样,ES生成的菜单信息是对应用户动态生成的,用户可以从菜单信息中快速的确定需要的备选信息,从而提升了用户体验以及呼叫中心系统的工作效率。 [0309] With the above IVR server, IVR server transmits information to the ES user request, the user request includes information user identification information, determines whether ES storing the user identification information, and generates menu information according to the determination result, transmits the menu information to IVR server, IVR server then transmits the menu information to the user equipment, so that, ES menu information is generated dynamically generated corresponding to a user, the user can quickly determine the required information from the alternative menu information, thereby improving user experience as well as the efficiency of the call center system.

[0310] 所属本领域的技术人员可以清楚地了解到,为描述的方便和简洁,上述描述的IVR服务器的具体工作过程和描述,可以参考前述方法实施例中的对应过程,在此不再赘述。 [0310] ordinary skilled in the art may clearly understand that, for convenience and brevity of description, and the specific working process described IVR server described above may refer to the corresponding process in the foregoing method embodiments, not described herein again .

[0311] 本发明实施例提供一种ES70,如图7所示,该ES包括:处理器(processor) 71、通信接口(Communicat1ns Interface) 72、存储器(memory) 73和通信总线74 ;其中,所述处理器71、所述通信接口72和所述存储器73通过所述通信总线74完成相互间的通信。 Embodiment [0311] The present invention provides a ES70, shown in Figure 7, the ES comprising: a processor (processor) 71, a communication interface (Communicat1ns Interface) 72, memory (memory) 73 and a communication bus 74; wherein the the processor 71 described later, the communication interface 72 and the memory 73 perform communication with each other through the communication bus 74.

[0312] 处理器71可能是一个中央处理器CPU,或者是特定集成电路ASIC (Applicat1nSpecific Integrated Circuit),或者是被配置成实施本发明实施例的一个或多个集成电路。 [0312] The processor 71 may be a central processing unit CPU, a specific integrated circuit or ASIC (Applicat1nSpecific Integrated Circuit), or that is configured to implement one or more embodiments of the present invention is an integrated circuit.

[0313] 存储器73用于存放程序代码,所述程序代码包括计算机操作指令。 [0313] The memory 73 used to store program code, the program code includes computer operating instructions. 存储器73可能包含高速RAM存储器,也可能还包括非易失性存储器(non-volatile memory),例如至少一个磁盘存储器。 The memory 73 may include a high-speed RAM memory, and may also include non-volatile memory (non-volatile memory), for example, at least one disk memory.

[0314] 所述通信接口72,用于实现这些装置之间的连接通信。 The [0314] 72 communication interface for enabling communication between these devices is connected.

[0315] 所述处理器71执行程序代码,用于接收IVR服务器发送的用户请求信息;该用户请求信息包括用户标识信息,确定是否存储有该用户标识信息,并根据确定结果生成菜单信息,并将该菜单信息发送至互动式语音应答IVR服务器,以便该IVR服务器将该菜单信息发送至用户设备。 [0315] The user processor 71 executes program code for receiving a transmission request information IVR server; the user request information includes user identification information, determines whether the user identification information is stored, and generates menu information based on the determination result, and the menu information transmitted to the interactive voice response IVR server, so that the IVR server transmits the menu information to the user equipment.

[0316] 可选地,该处理器71还用于,接收该IVR服务器发送的选项信息,该选项信息包括用户从该菜单信息的备选信息中确定的信息;其中,该菜单信息包括至少一个备选信息,并建立该选项信息与该用户标识信息的对应关系。 [0316] Alternatively, the processor 71 is also configured to receive the option information sent by the IVR server, the option information includes information determined by the user from the candidate information of the menu information; wherein, the menu information comprises at least one candidate information, and option information to establish the correspondence between the identification information of the user.

[0317] 可选地,该处理器71还用于,在确定存储有该用户标识信息时,根据该用户标识信息对应的备选信息生成该菜单信息,该备选信息为该菜单信息中的高优先级信息。 [0317] Alternatively, the processor 71 is further configured to, when there is the user identification information, generates menu information in accordance with the alternative information corresponding to the user identification information in the storage is determined, this alternative information for the menu information high-priority information.

[0318] 可选地,该处理器71还用于,接收该IVR服务器发送的选项信息,该选项信息包括用户从该菜单信息的备选信息中确定的信息;其中,该菜单信息包括至少一个备选信息,并建立该选项信息与该用户标识信息的对应关系。 [0318] Alternatively, the processor 71 is also configured to receive the option information sent by the IVR server, the option information includes information determined by the user from the candidate information of the menu information; wherein, the menu information comprises at least one candidate information, and option information to establish the correspondence between the identification information of the user.

[0319] 可选地,该处理器71还用于,在确定未存储该用户标识信息时,向该IVR服务器发送请求响应消息,以便该IVR服务器向该用户设备发送提示信息,该提示信息用于提示用户通过该用户设备输入该用户输入信息,并接收该用户设备发送的该用户输入信息; [0319] Alternatively, the processor 71 is further configured to, when determining that the user identification information is not stored, in response to the IVR server sends a request message to the IVR server sends an alert message to the user equipment, the message with to prompt the user through the user input device the user input information, and receives the user equipment transmits the user input information;

[0320] 在该IVR服务器确定该用户输入信息为确定信息时,接收该IVR服务器发送的该用户输入信息,根据该用户输入信息对应的备选信息生成菜单信息,该备选信息为该菜单信息中的高优先级信息; [0320] In the IVR server determines that the user input information is specifying information, receiving the user input information sent by the IVR server, alternative input information corresponding menu information is generated according to the user, this alternative information for the menu information the high priority information;

[0321] 在该IVR服务器确定该用户输入信息为不确定信息时,接收该IVR服务器发送的获取请求信息,根据该获取请求信息获取备选信息,并根据该备选信息生成菜单信息;该备选信息为该菜单信息中的高优先级信息。 [0321] In the IVR server determines that the user input information is uncertain information, receiving a request for information sent by the IVR server, acquiring information based on the alternative information acquisition request, and generates menu information in accordance with this alternative information; the apparatus selected high-priority information for the menu information.

[0322] 可选地,该处理器71还用于,该处理器还用于,接收该IVR服务器发送的选项信息,该选项信息包括用户从该菜单信息的备选信息中确定的信息,并更新该选项信息对应的备选信息。 [0322] Alternatively, the processor 71 is further configured, the processor further configured to receive the option information sent by the IVR server, the option information includes information determined by the user from the candidate information of the menu information, and this option is an alternative to update information corresponding to the information.

[0323] 本发明实施例提供一种IVR服务器80,如图8所示,该IVR服务器包括:处理器(processor) 81、通信接口(Communicat1ns Interface) 82、存储器(memory) 83 和通信总线84 ;其中,所述处理器81、所述通信接口82和所述存储器83通过所述通信总线84完成相互间的通信 Example embodiments provide an IVR server [0323] 80 of the present invention, shown in Figure 8, the IVR server comprising: a processor (processor) 81, a communication interface (Communicat1ns Interface) 82, memory (memory) 83 and a communication bus 84; wherein, the processor 81, the communication interface 82 and the memory 83 perform communication with each other through the communication bus 84

[0324] 处理器81可能是一个中央处理器CPU,或者是特定集成电路ASIC(Applicati0nSpecific Integrated Circuit),或者是被配置成实施本发明实施例的一个或多个集成电路。 [0324] The processor 81 may be a central processing unit CPU, a specific integrated circuit or ASIC (Applicati0nSpecific Integrated Circuit), or configured to implement one or more embodiments of the integrated circuit embodiments of the present invention.

[0325] 存储器83用于存放程序代码,所述程序代码包括计算机操作指令。 [0325] The memory 83 used to store program code, the program code includes computer operating instructions. 存储器103可能包含高速RAM存储器,也可能还包括非易失性存储器(non-volatile memory),例如至少一个磁盘存储器。 The memory 103 may include high-speed RAM memory, and may also include non-volatile memory (non-volatile memory), for example, at least one disk memory.

[0326] 所述通信接口82,用于实现这些装置之间的连接通信。 The [0326] 82 communication interface for enabling communication between these devices is connected.

[0327] 所述处理器81执行程序代码,用于向ES发送包括用户标识信息的用户请求信息,以便该ES确定是否存储有该用户标识信息,并根据确定结果生成菜单信息,接收该ES发送的菜单信息,并将该菜单信息发送至用户设备。 [0327] The processor 81 executes program code for sending user identification information to the ES request including the user information to determine whether the ES storing the user identification information, and generates menu information based on the determination, receiving the transmitted ES menu information, menu information and transmits to the user equipment.

[0328] 可选地,该处理器81还用于,在该接收该ES发送的菜单信息后,将该菜单信息发送至信息类型转换设备,以便该信息类型转换设备将该菜单信息转换为语音菜单信息,接收该信息类型转换设备发送的该语音菜单信息,并将该语音菜单信息发送至该用户设备。 [0328] Alternatively, the processor 81 is further configured to, upon receiving the menu information sent from the ES, and transmits the menu information to the message type conversion device, so that the information type information converting device converts the voice menu menu information, receives the information type device converting the information transmitted by voice menu, the menu information and transmits the voice to the user equipment.

[0329] 可选地,该处理器81还用于,将该菜单信息发送至用户设备后,接收该用户设备发送的选项信息,并将该选项信息发送至该ES,以便该ES建立该选项信息与该用户标识信息的对应关系。 [0329] Alternatively, the processor 81 is further configured to transmit the menu information to a user equipment after receiving the option information transmitted by the user equipment, and transmits the information to the ES option, the option to establish the ES user identification information of the correspondence information.

[0330] 其中,该选项信息包括用户从该菜单信息的备选信息中确定的信息;该菜单信息包括至少一个备选信息。 [0330] wherein the option information includes information determined by the user from the candidate information of the menu information; and the menu information including at least one alternative information.

[0331] 可选地,该处理器81还用于,在接收该用户设备发送的选项信息后,在确定该选项信息为语音信息时,将该选项信息发送至信息类型转换设备,以便该信息类型转换设备将该选项信息由语音信息转换为文本信息。 [0331] Alternatively, the processor 81 is also configured to, after receiving the option information sent by the user equipment, option information when the voice information is determined, and transmits the information to the type of option information conversion apparatus, so that the information this type of conversion equipment options information is converted by the voice information into text information.

[0332] 可选地,该处理器81还用于,在该ES确定存储有该用户标识信息时,接收该ES发送的菜单信息。 [0332] Alternatively, the processor 81 is further configured to, when the ES determines that the user identification information is stored, receives the menu message transmitted to the ES.

[0333] 其中,该菜单信息包括与该用户标识信息对应的备选信息,该备选信息为该菜单信息中的高优先级信息。 [0333] wherein the menu information includes the alternative information corresponding to the user identification information, information of the high priority information for alternative menu information.

[0334] 可选地,该处理器81具体用于,将该菜单信息发送至用户设备后,接收该用户设备发送的选项信息,该选项信息包括用户从该菜单信息的备选信息中确定的信息,并将该接收单元接收的选项信息发送至该ES,以便该ES建立该选项信息与该用户标识信息的对应关系。 [0334] Alternatively, the processor 81 is specifically configured to transmit the menu information to a user equipment after receiving the option information sent by the user equipment, option information comprises the user determined from the candidate information of the menu information in information, and the receiving unit receives the option information is transmitted to the ES, the ES establishing the corresponding relationship to the option information of the user identification information.

[0335] 其中,该菜单信息包括至少一个备选信息。 [0335] wherein the at least one menu information includes alternative information.

[0336] 可选地,该处理器81还用于,在接收该ES发送的菜单信息前,在该ES确定未存储该用户标识信息时,接收该ES发送的请求响应消息,并向该用户设备发送提示信息,该提示信息用于提示用户通过该用户设备输入用户输入信息,接收该用户设备发送的该用户输入息, [0336] Alternatively, the processor 81 is further configured to, prior to receiving the menu information sent from the ES, the ES when the user determines that the identification information is not stored, a request response message sent by the ES, and the user message transmission device, the prompt message for prompting the user input device through which a user inputs user information, the user input receiving the message sent by the user equipment,

[0337] 在确定该用户输入信息为确定信息时,接收该ES根据该用户输入信息生成并发送的菜单信息。 [0337] In determining the user input information is specifying information, receiving input information the ES and generates menu information transmitted according to the user.

[0338] 其中,该菜单信息包括与该用户输入信息对应的备选信息,该备选信息为该菜单信息中的高优先级信息。 [0338] wherein the menu information includes alternative information input corresponding to the user, high-priority information for the menu information of the alternative information.

[0339] 在确定该用户输入信息为不确定信息时,向该ES发送获取请求信息,接收该ES根据该获取请求信息生成并发送的菜单信息。 [0339] In determining the user input information is uncertain information, send a request for information to the ES, the ES based on the received information acquisition request and generates menu information transmitted.

[0340] 其中,该菜单信息包括该ES根据该获取请求信息获取的备选信息。 [0340] wherein the menu information includes the alternative information acquiring ES according to the acquisition request.

[0341] 可选地,该处理器81具体用于,将该菜单信息发送至用户设备后,接收该用户设备发送的选项信息,该选项信息包括用户从该菜单信息的备选信息中确定的信息,并将该接收单元接收的选项信息发送至该ES,以便该ES更新该选项信息对应的备选信息。 [0341] Alternatively, the processor 81 is specifically configured to transmit the menu information to a user equipment after receiving the option information sent by the user equipment, option information comprises the user determined from the candidate information of the menu information in information, and the receiving unit receives the option information is transmitted to the ES, the ES to update the alternative option information corresponding to the information.

[0342] 可选地,该处理器81还用于,在确定该用户输入信息为用户输入文本信息时,接收该用户设备发送的该用户输入文本信息; [0342] Alternatively, the processor 81 is further configured to, when determining the user input as the user input information is text information, receiving the user input text information transmitted by the user equipment;

[0343] 在确定该用户输入信息为用户输入语音信息时,接收该用户设备发送的用户输入语音信息;在该接收该用户设备发送的用户输入语音信息后,将该用户输入语音信息发送至该信息类型转换设备,以便该信息类型转换设备将该用户输入语音信息转换为用户输入文本信息;该IVR服务器接收该信息类型转换设备发送的该用户输入文本信息。 [0343] When the user input is determined as the user input information is voice information, voice information receiving user input transmitted from the user equipment; after receiving the user inputs a voice message sent by the user equipment, the user transmits voice information to the input type information converting apparatus, so that the type of information the user inputs a voice conversion apparatus information into a user input text information; IVR server which receives the user input information to the text message sent by the type of conversion.

[0344] 本发明实施例提供一种呼叫中心系统,如图9所示,包括:上述实施例描述的ES50,上述实施例描述的IVR服务器60和信息类型转换设备91, [0344] The present invention provides a call center system, shown in Figure 9, comprising: ES50 above-described embodiment, the above-described type of IVR server 60 and the information conversion device 91 of the embodiment described,

[0345] 该信息类型转换设备91用于将语音信息与文本信息进行相互转换。 [0345] The type information converting device 91 for converting voice information and text information are mutually converted.

[0346] 进一步地,该呼叫中心系统还包括: [0346] Further, the call center system further comprises:

[0347] 排队机,用于将用户请求信息发送至呼叫中心服务器。 [0347] ACD, a request for the user information to the call center server.

[0348] 呼叫中心服务器,用于将从排队机接收的用户呼叫请求信息发送至IVR服务器。 [0348] Call center server, a user receives a call request from the ACD information is transmitted to the IVR server.

[0349] 采用上述呼叫中心系统,该系统中的IVR服务器向ES发送用户请求信息,该用户请求信息中包括用户标识信息,ES确定是否存储有该用户标识信息,并根据确定结果生成菜单信息,将该菜单信息发送至IVR服务器,IVR服务器再将该菜单信息发送至用户设备,这样,ES生成的菜单信息是对应用户动态生成的,用户可以从菜单信息中快速的确定需要的备选信息,从而提升了用户体验以及呼叫中心系统的工作效率。 [0349] The said call center system in an IVR server sends the user request information to the ES, the user request information includes the user identification information, ES is determined whether storing the user identification information, and generates menu information according to the determination result, the menu information is transmitted to the IVR server, IVR server then transmits the menu information to the user equipment, so that, ES generates menu information corresponding to the user is dynamically generated menu information from the user can quickly determine the information required Alternatively, so as to enhance the user experience and the efficiency of the call center system.

[0350] 以上所述,仅为本发明的具体实施方式,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,可轻易想到变化或替换,都应涵盖在本发明的保护范围之内。 [0350] The above are only specific embodiments of the present invention, but the scope of the present invention is not limited thereto, any skilled in the art in the art within the technical scope of the present invention is disclosed, variations may readily occur or Alternatively, it shall fall within the protection scope of the present invention. 因此,本发明的保护范围应所述以权利要求的保护范围为准。 Accordingly, the scope of the present invention should be in the scope of the claims and their equivalents.

Claims (29)

1.一种获取菜单信息的方法,其特征在于,包括: 专家系统ES接收IVR服务器发送的用户请求信息;所述用户请求信息包括用户标识信息; 确定是否存储有所述用户标识信息,并根据确定结果生成菜单信息; 将所述菜单信息发送至互动式语音应答IVR服务器,以便所述IVR服务器将所述菜单信息发送至用户设备。 A method for obtaining menu information, characterized by comprising: the expert system ES receives a user request information sent by IVR server; the user request information includes the user identification information; determining whether the user identification information is stored, and in accordance with determination result generating menu information; transmitting the menu information to interactive voice response IVR server, IVR server so that the menu information is transmitted to the user equipment.
2.根据权利要求1所述的方法,其特征在于,所述根据确定结果生成菜单信息包括: 在确定存储有所述用户标识信息时,根据所述用户标识信息对应的备选信息生成所述菜单信息,所述备选信息为所述菜单信息中的高优先级信息。 2. The method according to claim 1, wherein the generating menu information according to the determination result comprises: with said user identification information is stored in the determination, according to an alternative generating information corresponding to the user identification information to the menu information, the candidate information is high priority information of the menu information.
3.根据权利要求2所述的方法,其特征在于,所述方法还包括: 接收所述IVR服务器发送的选项信息,所述选项信息包括用户从所述菜单信息的备选信息中确定的信息;其中,所述菜单信息包括至少一个备选信息; 建立所述选项信息与所述用户标识信息的对应关系。 3. The method according to claim 2, wherein said method further comprises: receiving the IVR option information sent by the server, the option information includes information determined by the user from the candidate information of the menu information in ; wherein said at least one menu information includes alternative information; and establishing corresponding relationship between the user identification information and the option information.
4.根据权利要求1所述的方法,其特征在于,所述根据确定结果生成菜单信息包括:在确定未存储所述用户标识信息时,向所述IVR服务器发送请求响应消息,以便所述IVR服务器向所述用户设备发送提示信息,所述提示信息用于提示用户通过所述用户设备输入所述用户输入信息,并接收所述用户设备发送的所述用户输入信息; 在所述IVR服务器确定所述用户输入信息为确定信息时,接收所述IVR服务器发送的所述用户输入信息,根据所述用户输入信息对应的备选信息生成菜单信息,所述备选信息为所述菜单信息中的高优先级信息; 在所述IVR服务器确定所述用户输入信息为不确定信息时,接收所述IVR服务器发送的获取请求信息,根据所述获取请求信息获取备选信息,并根据所述备选信息生成菜单信息;所述备选信息为所述菜单信息中的高优先级信息。 4. The method according to claim 1, wherein the generating menu information according to the determination result comprises: when the user identification information is not stored is determined, to the IVR server sends a request response message to the IVR server to the user equipment sends an alert message, a message for prompting the user to input information via the user input device to the user, and receives the user input information sent by the user equipment; determining the IVR server the user input information is the determination information, receiving the user input information sent by IVR server, alternative input information corresponding menu information is generated according to the user, the candidate information in said menu information high priority information; determining the IVR server the user input information is uncertain information, receives the information acquisition request sent by IVR server, request information according to the acquired information acquired Alternatively, and according to the alternative menu information generation information; alternatively the information is high priority information of the menu information.
5.根据权利要求4所述的方法,其特征在于,所述方法还包括: 接收所述IVR服务器发送的选项信息,所述选项信息包括用户从所述菜单信息的备选信息中确定的信息;其中,所述菜单信息包括至少一个备选信息; 更新所述选项信息对应的备选信息。 5. The method as claimed in claim 4, wherein said method further comprises: receiving the IVR option information sent by the server, the option information includes information determined by the user from the candidate information of the menu information in ; wherein said at least one menu information includes alternative information; and update the information corresponding to alternative option information.
6.一种获取菜单信息的方法,其特征在于,包括: IVR服务器向ES发送包括用户标识信息的用户请求信息,以便所述ES确定是否存储有所述用户标识信息,并根据确定结果生成菜单信息; 接收所述ES发送的菜单信息; 将所述菜单信息发送至用户设备。 A method for obtaining menu information, characterized by comprising: IVR server sends user information including a user identification request message to the ES, the ES to determine whether the user identification information is stored, and generates the menu based on the determination result information; receiving the transmitted ES menu information; transmitting the menu information to the user equipment.
7.根据权利要求6所述的方法,其特征在于,在所述接收所述ES发送的菜单信息后,所述方法还包括: 将所述菜单信息发送至信息类型转换设备,以便所述信息类型转换设备将所述菜单信息转换为语音菜单信息; 接收所述信息类型转换设备发送的所述语音菜单信息; 所述将所述菜单信息发送至用户设备包括:将所述语音菜单信息发送至所述用户设备。 7. The method according to claim 6, characterized in that the menu information sent from the reception of the ES, the method further comprises: sending the menu information to the type of information conversion apparatus to said information conversion type device, the menu information into voice menu information; receiving the information transmitting converting apparatus of the type voice menu information; transmitting the menu information to the user equipment comprising: transmitting information to the voice menu the user equipment.
8.根据权利要求6或7所述的方法,其特征在于,所述接收所述ES发送的菜单信息包括: 在所述ES确定存储有所述用户标识信息时,接收所述ES发送的菜单信息,其中,所述菜单信息包括与所述用户标识信息对应的备选信息,所述备选信息为所述菜单信息中的高优先级信息。 The method according to claim 6 or claim 7, wherein the receiving the transmitted ES menu information comprising: determining the stored menu ES ES transmitting the user identification information, the receiving information, wherein the menu information includes alternative information corresponding to the user identification information, the candidate information is high priority information of the menu information.
9.根据权利要求8所述的方法,其特征在于,所述将所述菜单信息发送至用户设备后,所述方法还包括: 接收所述用户设备发送的选项信息,所述选项信息包括用户从所述菜单信息的备选信息中确定的信息;其中,所述菜单信息包括至少一个备选信息; 将所述选项信息发送至所述ES,以便所述ES建立所述选项信息与所述用户标识信息的对应关系。 9. The method according to claim 8, wherein the sending the menu information to a user equipment, the method further comprises: receiving the option information of the user equipment, the user option information comprises information determined from the candidate information of the menu information; and wherein said at least one menu information includes alternative information; transmitting the option information to the ES, the ES to the option information and the establishment of user ID correspondence information.
10.根据权利要求9所述的方法,其特征在于,在所述接收所述用户设备发送的选项信息后,所述方法还包括: 在确定所述选项信息为语音信息时,将所述选项信息发送至信息类型转换设备,以便所述信息类型转换设备将所述选项信息由语音信息转换为文本信息。 10. The method according to claim 9, wherein, after said receiving the option information of the user equipment, the method further comprising: upon determining that the option information is voice information, the option message to the message type conversion device, the type of information to the conversion device option information from the voice information into text information.
11.根据权利要求6或7所述的方法,其特征在于,在所述接收所述ES发送的菜单信息前,所述方法还包括: 在所述ES确定未存储所述用户标识信息时,接收所述ES发送的请求响应消息,并向所述用户设备发送提示信息,所述提示信息用于提示用户通过所述用户设备输入用户输入信息,接收所述用户设备发送的所述用户输入信息, 在确定所述用户输入信息为确定信息时,将所述用户输入信息发送至所述ES,所述接收所述ES发送的菜单信息包括: 接收所述ES根据所述用户输入信息生成并发送的菜单信息,其中,所述菜单信息包括与所述用户输入信息对应的备选信息,所述备选信息为所述菜单信息中的高优先级信息; 在确定所述用户输入信息为不确定信息时,向所述ES发送获取请求信息,所述接收所述ES发送的菜单信息包括:接收所述ES根据所述获取请求信息生成 11. The method of claim 6 or claim 7, wherein the menu information before the receiving the transmitted ES, the method further comprising: when the user identification information is not stored in the ES is determined, ES receiving the request transmits a response message to the user equipment sends an alert message, a message for prompting the user through the user input device a user input information, receiving the user input information transmitted from the user equipment , upon determining that the user input information is the determination information, the user input information to the ES, the ES sending the menu information receiving comprises: receiving the input information to generate ES and transmitted according to the user menu information, wherein said information includes the alternative information input menu corresponding to the user information, the candidate information is high priority information of the menu information; determining in the user input information is uncertain when information is transmitted to the information acquisition request ES, the ES receiving the menu information transmitted comprises: receiving the request information generation ES according to the obtained 发送的菜单信息,其中,所述菜单信息包括所述ES根据所述获取请求信息获取的备选信息。 Transmitting the menu information, wherein the menu information includes the alternative information ES according to the request for information acquisition.
12.根据权利要求11所述的方法,其特征在于,所述将所述菜单信息发送至用户设备后,所述方法还包括: 接收所述用户设备发送的选项信息,所述选项信息包括用户从所述菜单信息的备选信息中确定的信息;其中,所述菜单信息包括至少一个备选信息; 将所述选项信息发送至所述ES,以便所述ES更新所述选项信息对应的备选信息。 12. The method according to claim 11, wherein the sending the menu information to a user equipment, the method further comprises: receiving the option information of the user equipment, the user option information comprises information determined from the candidate information of the menu information; and wherein said at least one menu information includes alternative information; transmitting the option information to the ES, the ES to update the option information corresponding to the apparatus election information.
13.根据权利要求11或12所述的方法,其特征在于,所述接收所述用户设备发送的所述用户输入信息包括: 在确定所述用户输入信息为用户输入文本信息时,接收所述用户设备发送的所述用户输入文本信息; 在确定所述用户输入信息为用户输入语音信息时,接收所述用户设备发送的用户输入语音信息;在所述接收所述用户设备发送的用户输入语音信息后,所述方法还包括: 将所述用户输入语音信息发送至所述信息类型转换设备,以便所述信息类型转换设备将所述用户输入语音信息转换为用户输入文本信息;所述IVR服务器接收所述信息类型转换设备发送的所述用户输入文本信息。 13. The method of claim 11 or claim 12, wherein the receiving the user device transmits the user input information comprising: a user input information input to the user text information is determined upon receiving the the user equipment user input text information; determining that the user input information in the input voice information to the user, the user input receiving voice information transmitted from the user equipment; receiving said user input speech to the user equipment after the information, the method further comprises: sending the voice information input to the user type information converting apparatus for converting the type of information the user input device, the voice information converting input text information for the user; the IVR server the user receives the type information transmitting apparatus converting input text information.
14.一种专家系统ES,其特征在于,包括: 接收单元,用于接收IVR服务器发送的用户请求信息;所述用户请求信息包括用户标识息; 处理单元,用于确定是否存储有所述用户标识信息,并根据确定结果生成菜单信息; 发送单元,用于将所述处理单元生成的菜单信息发送至IVR服务器,以便所述IVR服务器将所述菜单信息发送至用户设备。 An expert system ES, characterized by comprising: receiving means for receiving the user request information sent by IVR server; the user request information includes user identification information; a processing unit for determining whether the user is stored identification information, and generates menu information in accordance with the determination result; transmitting means for transmitting the menu information generated by the processing unit to the IVR server, IVR server so that the menu information is transmitted to the user equipment.
15.根据权利要求14所述的ES,其特征在于,所述处理单元具体用于,在确定存储有所述用户标识信息时,根据所述用户标识信息对应的备选信息生成所述菜单信息,所述备选信息为所述菜单信息中的高优先级信息。 When 15. ES according to claim 14, wherein the processing unit is configured with the user identification information stored in the determination information according to the user identification information corresponding to said menu information generation alternative , the candidate information is high priority information of the menu information.
16.根据权利要求15所述的ES,其特征在于,所述接收单元还用于,接收所述IVR服务器发送的选项信息,所述选项信息包括用户从所述菜单信息的备选信息中确定的信息;其中,所述菜单信息包括至少一个备选信息; 所述处理单元还用于,建立所述选项信息与所述用户标识信息的对应关系。 16. The information includes user information of the determination from the candidate menu information according to claim ES claim 15, wherein the receiving unit is further configured to receive the option information sent by IVR server, the option information; wherein said at least one menu information includes alternative information; and the processing unit is further configured to establish the corresponding relationship between user identification information and the option information.
17.根据权利要求14所述的ES,其特征在于,所述处理单元具体用于,在确定未存储所述用户标识信息时,向所述IVR服务器发送请求响应消息,以便所述IVR服务器向所述用户设备发送提示信息,所述提示信息用于提示用户通过所述用户设备输入所述用户输入信息,并接收所述用户设备发送的所述用户输入信息; 所述接收单元还用于,在所述IVR服务器确定所述用户输入信息为确定信息时,接收所述IVR服务器发送的所述用户输入信息; 所述处理单元还用于,根据所述接收单元接收的用户输入信息对应的备选信息生成菜单信息,所述备选信息为所述菜单信息中的高优先级信息; 所述接收单元还用于,在所述IVR服务器确定所述用户输入信息为不确定信息时,接收所述IVR服务器发送的获取请求信息; 所述处理单元还用于,根据所述接收单元接收的获取请求信 17. ES according to claim 14, wherein the processing unit is configured to, when the user identification information is not stored is determined, to the IVR server sends a request response message, so that the IVR server to the user equipment sends information prompt, the prompt message for prompting the user to input information via the user input device to the user, and receives the user input information sent by the user; wherein the receiving unit is further configured to, the IVR server determines the user input information is the determination information, receiving the user input information sent by IVR server; the processing unit is further configured to input information corresponding to the user according to the reception unit receives prepared is selected from the menu information generation information and the candidate information of the high priority information menu information; the receiving unit is further configured to determine said user input information in the IVR server is uncertain information, receiving said IVR server sends a request for information; and the processing unit is further configured to, according to the receiving unit receives the acquisition request signal 获取备选信息,并根据所述备选信息生成菜单信息;所述备选信息为所述菜单信息中的高优先级信息。 Alternatively acquiring information, and generates menu information in accordance with information of the candidate; the candidate information is high priority information of the menu information.
18.根据权利要求17所述的ES,其特征在于,所述接收单元还用于,接收所述IVR服务器发送的选项信息,所述选项信息包括用户从所述菜单信息的备选信息中确定的信息;其中,所述菜单信息包括至少一个备选信息; 所述处理单元还用于,更新所述选项信息对应的备选信息。 18. The information includes user information of the determination from the candidate menu information according to claim ES claim 17, wherein the receiving unit is further configured to receive the option information sent by IVR server, the option information; wherein said at least one menu information includes alternative information; and the processing unit is further configured to update the alternative option information corresponding to the information.
19.一种IVR服务器,其特征在于,包括: 发送单元,用于向ES发送用户请求信息,所述用户请求信息包括用户标识信息,以便所述ES确定是否存储有所述用户标识信息,并根据确定结果生成菜单信息; 接收单元,用于接收所述ES发送的菜单信息; 所述发送单元还用于,将所述接收单元接收的菜单信息发送至用户设备。 19. A IVR server, characterized by comprising: a sending unit, configured to send a request to the ES user information, the request information includes the user identification information of the user, so that the ES determine if the user identification information is stored, and generating menu information according to the determination result; receiving means for receiving the transmitted ES menu information; the sending unit is further configured, the receiving unit receives the menu information to a user equipment.
20.根据权利要求19所述的IVR服务器,其特征在于,所述发送单元还用于,在所述接收单元接收所述ES发送的菜单信息后,将所述菜单信息发送至信息类型转换设备,以便所述信息类型转换设备将所述菜单信息转换为语音菜单信息;所述接收单元具体用于,接收所述信息类型转换设备发送的所述语音菜单信息; 所述发送单元具体用于,将所述接收单元接收的语音菜单信息发送至所述用户设备。 20. The IVR server according to claim 19, wherein the sending unit is further configured to, after the transmission of the ES menu information receiving unit receiving the, menu information to send the message type conversion device , so that the type of information to the conversion device into a voice menu information menu information; said receiving unit is configured to receive the voice menu type information transmitted from the conversion device; the transmitting unit is configured to, transmitting the voice receiving unit receives menu information to the user equipment.
21.根据权利要求19或20所述的IVR服务器,其特征在于,所述接收单元具体用于,在所述ES确定存储有所述用户标识信息时,接收所述ES发送的菜单信息,其中,所述菜单信息包括与所述用户标识信息对应的备选信息,所述备选信息为所述菜单信息中的高优先级信息。 21. The IVR server claim 19 or 20, wherein the receiving unit is configured to, in determining the ES stored therein the user identification information, receiving the transmitted ES menu information, wherein the menu information includes alternative information corresponding to the user identification information, the candidate information is high priority information of the menu information.
22.根据权利要求21所述的IVR服务器,其特征在于,所述接收单元具体用于,将所述菜单信息发送至用户设备后,接收所述用户设备发送的选项信息,所述选项信息包括用户从所述菜单信息的备选信息中确定的信息;其中,所述菜单信息包括至少一个备选信息; 所述发送单元具体用于,将所述接收单元接收的选项信息发送至所述ES,以便所述ES建立所述选项信息与所述用户标识信息的对应关系。 22. After the IVR server according to claim 21, wherein the receiving unit is configured to transmit the menu information to a user equipment, option to receive the information sent by the user, the option information comprises Alternatively the user information determined from the information in said menu information; wherein said at least one menu information includes alternative information; for the sending unit, the receiving unit receives the option information to the ES , so that the option ES establishing the corresponding relationship between information and the user identification information.
23.根据权利要求22所述的IVR服务器,其特征在于,所述发送单元还用于,在所述接收单元接收所述用户设备发送的选项信息后,并在确定所述选项信息为语音信息时,将所述选项信息发送至信息类型转换设备,以便所述信息类型转换设备将所述选项信息由语音信息转换为文本信息。 23. The IVR server according to claim 22, wherein the sending unit is further configured to, after the receiving unit receives the option information of the user equipment, option information and determines the voice information when the option information to the transmitting message type conversion device, the type of information to the conversion device option information from the voice information into text information.
24.根据权利要求19或20所述的IVR服务器,其特征在于,所述接收单元还用于,在接收所述ES发送的菜单信息前,且在所述ES确定未存储所述用户标识信息时,接收所述ES发送的请求响应消息; 所述发送单元还用于,在所述接收单元接收到所述请求响应消息后,向所述用户设备发送提示信息,所述提示信息用于提示用户通过所述用户设备输入用户输入信息;所述接收单元还用于,接收所述用户设备发送的所述用户输入信息; 所述发送单元还用于,在确定所述用户输入信息为确定信息时,将所述用户输入信息发送至所述ES,所述接收单元具体用于,接收所述ES根据所述用户输入信息生成并发送的菜单信息,其中,所述菜单信息包括与所述用户输入信息对应的备选信息,所述备选信息为所述菜单信息中的高优先级信息; 所述发送单元还用于,在确定所述用 24. The IVR server 19 or claim 20, wherein the receiving unit is further configured to, prior to receiving the menu information sent from the ES and the user identification information is not stored in said determining ES when receiving the request response message sent ES; the sending unit is further configured to, after the receiving unit receives the request response message, to the user equipment sends an alert message, a message for prompting a user input device by a user input the user information; wherein the receiving unit is further configured to receive the user input information sent by the user; and the sending unit is further configured to input information on the user identification information is determined when the user input information to the ES, the receiving unit is specifically configured to receive the input information to generate ES and menu information transmitted according to the user, wherein the menu information includes the user Alternatively information corresponding to the input, the alternative information is high priority information in said menu information; and the sending unit is further configured, in determining the use 输入信息为不确定信息时,向所述ES发送获取请求信息,所述接收单元具体用于,接收所述ES根据所述获取请求信息生成并发送的菜单信息,其中,所述菜单信息包括所述ES根据所述获取请求信息获取的备选信息。 Uncertain information is input information, sending a request for information to the ES, the receiving unit is configured to receive the ES according to the acquired menu information generated and transmitted request information, wherein the menu information comprises Alternatively, said information acquisition request according to the obtained ES.
25.根据权利要求24所述的IVR服务器,其特征在于,所述接收单元具体用于,将所述菜单信息发送至用户设备后,接收所述用户设备发送的选项信息,所述选项信息包括用户从所述菜单信息的备选信息中确定的信息;其中,所述菜单信息包括至少一个备选信息; 所述发送单元具体用于,将所述接收单元接收的选项信息发送至所述ES,以便所述ES更新所述选项信息对应的备选信息。 After the IVR 25. The server according to claim 24, wherein the receiving unit is configured to transmit the menu information to a user equipment, option to receive the information sent by the user, the option information comprises Alternatively the user information determined from the information in said menu information; wherein said at least one menu information includes alternative information; for the sending unit, the receiving unit receives the option information to the ES to update the ES alternative option information corresponding to the information.
26.根据权利要求24或25所述的IVR服务器,其特征在于,所述接收单元具体用于,在确定所述用户输入信息为用户输入文本信息时,接收所述用户设备发送的所述用户输入文本信息;在确定所述用户输入信息为用户输入语音信息时,接收所述用户设备发送的用户输入语音信息; 所述发送单元还用于,将所述接收单元接收的用户输入语音信息发送至所述信息类型转换设备,以便所述信息类型转换设备将所述用户输入语音信息转换为用户输入文本信息; 所述接收单元还用于,接收所述信息类型转换设备发送的所述用户输入文本信息。 26. The IVR server claim 24 or 25, characterized in that said receiving unit is configured to, when determining that the user entering information in the input text information for the user, receiving user equipment of the user's input text information; determining that the user input information in the input voice information to the user, the user input receiving voice information sent by the UE; user input unit is further for transmitting the voice, the receiving unit receives the transmitted information to the type of information conversion apparatus to the conversion apparatus type information to the user input voice information into text information input to the user; the receiving unit is further configured to receive the user input information sent by the type of conversion text information.
27.—种专家系统ES,其特征在于,包括:处理器和存储器,所述存储器存储计算机执行指令,所述处理器与所述存储器通过通信总线连接; 当所述ES运行时,所述处理器执行所述存储器存储的所述计算机执行指令,使得所述ES执行权利要求1至5任一所述的方法。 27.- expert system ES species, characterized by comprising: a processor and a memory, the memory storing computer-executable instructions, the processor and the memory are connected by a communication bus; run when the ES, the processing the computer executes the execution instruction stored in the memory, such that the ES to perform the method according to any one of 1 to 5 requirements.
28.—种IVR服务器,其特征在于,包括:处理器和存储器,所述存储器存储计算机执行指令,所述处理器与所述存储器通过通信总线连接; 当所述IVR服务器运行时,所述处理器执行所述存储器存储的所述计算机执行指令,使得所述IVR服务器执行权利要求6至13任一所述的方法。 28.- species IVR server, characterized by comprising: a processor and a memory, the memory storing computer-executable instructions, the processor and the memory are connected by a communication bus; IVR when the server is running, the processing the computer executes the execution instruction stored in the memory, so that the 6-1 IVR method according to any one of claims 13 performs the server.
29.—种呼叫中心系统,其特征在于,包括:专家系统ES、IVR服务器和信息类型转换设备, 所述ES包括上述权利要求14至18任一项所述的ES ; 所述IVR服务器包括上述权利要求19至26任一项所述的IVR服务器; 所述信息类型转换设备用于将语音信息与文本信息进行相互转换。 29.- kinds of call centers, characterized by, comprising: the expert system ES, and IVR server type information converting apparatus, comprising the ES ES according to any one of the preceding claims 14 to 18; comprising the above-described server IVR IVR server according to any one of claims 19 to 26; the type information converting apparatus for converting voice information and text information are mutually converted.
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CN104994214A (en) * 2015-05-04 2015-10-21 上海智臻网络科技有限公司 Method and apparatus of providing voice feedback information for user in conversation
CN104994214B (en) * 2015-05-04 2018-06-05 上海智臻智能网络科技股份有限公司 A method and apparatus for providing a voice kind of feedback information to the user of a call
US10115391B2 (en) 2015-05-04 2018-10-30 Shanghai Robot Technology Co., Ltd. Method and apparatus for providing voice feedback information to user in call
CN106998397A (en) * 2016-01-25 2017-08-01 平安科技(深圳)有限公司 Voice broadcasting method and system for multiple service types

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