CN104125350A - Method and system for determining best voice waiting time of IVR system - Google Patents
Method and system for determining best voice waiting time of IVR system Download PDFInfo
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- CN104125350A CN104125350A CN201410406293.3A CN201410406293A CN104125350A CN 104125350 A CN104125350 A CN 104125350A CN 201410406293 A CN201410406293 A CN 201410406293A CN 104125350 A CN104125350 A CN 104125350A
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Abstract
The invention discloses a method and a system for determining the best voice waiting time of an IVR system. A response time distribution diagram of acceptable keys are drawn through obtaining the key response time in each time of key response of each acceptable key in the same broadcasting layer. And then the best time of the VIR system is obtained by overlapping and linearly fitting the response time distribution diagram of each acceptable key. According to the method and system for determining the best voice waiting time of the IVR system, the traditional manner of manually setting the voice waiting time of the VIR system relying on experience, so that influence of human factors is avoided, the voice waiting time of the VIR system is set by scientific method, and efficiency of the VIR system is improved.
Description
Technical field
The present invention relates to Interaction Voice Response field, relate in particular the method and system of a kind of definite IVR system voice optimum wait time.
Background technology
IVR (Interactive Voice Response) system is interactive voice response, and easy to use because of it, cost is lower, and the advantage such as user friendly is widely used in to communication, and finance waits service field.But the design of IVR interactive voice response has directly determined the height of customer service quality.A good design can meet customer requirement, improves client's satisfaction, otherwise likely causes that client is discontented, makes corporate image impaired.
The design of IVR interactive voice response will be considered factors, and wherein the setting of voice stand-by period is one of very important factor.If the voice stand-by period refers to not response of user after voice broadcast, from reporting, completely to system, automatically replay or the time span of on-hook, conventionally in seconds.
At present, mainly rely on experience by the length that the voice stand-by period is manually set.Different designers can arrange different numerical value, there is no the appraisal procedure of science, the long or too short efficiency that all can reduce IVR system of setup times.
Summary of the invention
In view of this, the invention provides the method and system of a kind of definite IVR system voice optimum wait time, to improve the efficiency of IVR system.
For achieving the above object, the invention provides following technical scheme:
The method of IVR system voice optimum wait time, comprising:
In predetermined period, add up key response number of times and the response time of each button accepted of same voice broadcast layer in IVR system;
The response time distribution map of each button accepted of drawing same voice broadcast layer according to the described response times of accepting button and response time;
The described response time distribution map of accepting button is superposeed, obtain stack distribution curve;
The point of determining response times maximum in described stack distribution curve is first object point, and the response time is more than or equal to coordinate points that described first object puts the corresponding response time as the second impact point;
Described first object point and described the second impact point are carried out to linear fit, obtain fitting a straight line;
Using the corresponding response time of intersection point of described fitting a straight line and response time axle as the voice optimum wait time, and IVR system is arranged according to the described voice optimum wait time.
Preferably, described key response number of times and the response time of adding up each button accepted of same voice broadcast layer in IVR system in predetermined period comprises:
In predetermined period, obtain the call-information of described IVR system, described call-information comprises call identifier, call time started, keystroke sequence and button sequence constantly;
According to described call identifier, obtain the key response number of times of the button accepted of same voice broadcast layer;
According to described call time started, described keystroke sequence and described button moment retrieval, can accept the response time of button, wherein, can accept the response time=key response moment-voice broadcast zero hour of button, described key response is extracted sequence constantly from described button constantly, described voice broadcast by the described call time started, determined the zero hour or described voice broadcast definite by keystroke sequence and button time series the zero hour.
Preferably, the response time distribution map that can accept each button accepted that the response times of button and response time draw same voice broadcast layer described in described basis comprises:
Using described, accept the response time of button as the abscissa of described response time distribution map, using the described response times of button of accepting as the ordinate of described response time distribution map, draw response time distribution map.
Preferably, the response time distribution map that can accept each button accepted that the response times of button and response time draw same voice broadcast layer described in described basis comprises:
Using the described response times of button of accepting as the abscissa of described response time distribution map, using described, accept the response time of button as the ordinate of described response time distribution map, draw response time distribution map.
Preferably, before the described call-information that obtains described IVR system in Preset Time, also comprise:
The call-information of the each call of IVR system described in real time record.
Preferably, the described response time of accepting button in seconds.
The invention also discloses the system corresponding with the method for definite IVR system voice optimum wait time a kind of, comprising:
Data statistics unit, described data statistics unit for adding up key response number of times and the response time of each button accepted of the same voice broadcast layer of described IVR system in predetermined period;
Graphic plotting unit, described graphic plotting unit is for drawing according to the statistics of described data statistics unit the response time distribution map that each can accept button;
Graphics Processing Unit, described Graphics Processing Unit superposes for can accept the described response time distribution map of button to each, obtains stack distribution curve;
Impact point determining unit, described target goes determining unit for determining that the point of described stack distribution curve response times maximum is first object point, and the response time is more than or equal to coordinate points that described first object puts the corresponding response time as the second impact point;
Linear fit unit, described linear fit unit, for described first object point and described the second impact point are carried out to linear fit, obtains fitting a straight line;
Optimum wait time setting unit, described optimum wait time setting unit is for using the corresponding response time of intersection point of described fitting a straight line and response time axle as the voice optimum wait time, and IVR system arranged according to the described voice optimum wait time.
Preferably, described system also comprises: be connected with described data statistics unit, and the information recording unit of the call-information of IVR system described in real time record.
Preferably, the predetermined period of described data statistics unit is one week.
Preferably, described system be take and as unit, carried out statistics and the processing of data second.
Known via above-mentioned technical scheme, compared with prior art, the present invention openly provides the method and system of a kind of definite IVR system voice optimum wait time.By obtaining the key response time of the key response number of times of same each button accepted of reporting layer, drafting can be accepted the response time distribution map of button.And then the response time distribution map that can accept button to each superposes and linear fit, obtain the Best Times of VIR system.The present invention has changed traditional artificial dependence experience and has set VIR system voice stand-by period mode, has avoided the impact of human factor, adopts the method for science to set the voice stand-by period of VIR system, has improved the efficiency of VIR system.
Accompanying drawing explanation
In order to be illustrated more clearly in the embodiment of the present invention or technical scheme of the prior art, to the accompanying drawing of required use in embodiment or description of the Prior Art be briefly described below, apparently, accompanying drawing in the following describes is only embodiments of the invention, for those of ordinary skills, do not paying under the prerequisite of creative work, other accompanying drawing can also be provided according to the accompanying drawing providing.
Fig. 1 shows the structural representation of an embodiment of the method for a kind of definite IVR system voice optimum wait time of the present invention;
Fig. 2 shows the response time distribution map of button 1 of the present invention;
Fig. 3 shows the response time distribution map of button 2 of the present invention;
Fig. 4 shows the response time distribution map of button 3 of the present invention;
Fig. 5 shows the stack distribution curve schematic diagram that the present invention can accept button;
Fig. 6 shows the present invention superpose distribution curve and linear fit straight line schematic diagram;
Fig. 7 shows the structural representation of an embodiment of the system of a kind of definite IVR voice optimum wait time of the present invention.
Embodiment
Below in conjunction with the accompanying drawing in the embodiment of the present invention, the technical scheme in the embodiment of the present invention is clearly and completely described, obviously, described embodiment is only the present invention's part embodiment, rather than whole embodiment.Embodiment based in the present invention, those of ordinary skills, not making the every other embodiment obtaining under creative work prerequisite, belong to the scope of protection of the invention.
Embodiment (one)
Referring to Fig. 1, show the structural representation of an embodiment of the method for a kind of definite IVR system voice optimum wait time of the present invention.As shown in Figure 1, the method mainly comprises:
101: response times and the response time of in predetermined period, adding up each button accepted of same voice broadcast layer in IVR system.
IVR system is hierarchical structure, and client connects after IVR system, and client enters the first voice broadcast layer automatically, now system starts to report to client, report content as: " * * * * * please by 1, * * * * * please by 2; * * * * * is please by 3 ", client according to system suggestion enters next voice broadcast layer.Wherein, button 1,, button 2 and button 3 be the button accepted of the first voice broadcast layer, other buttons are the unacceptable button of the first voice broadcast layer.Be understandable that, different according to business, IVR system can arrange a plurality of voice broadcast layers, and the number of the button accepted of different voice broadcast layers also may be different with type.
In IVR system voice report process, as reporting " * * * * * please by 1, * * * * * please by 2, * * * * * please by 3 " time, the business of handling due to different clients is different, different to the reaction speed of button, the response times that can accept button is different with the response time.With regard to button 1, because some customer response is fast, some customer response is slow, has just formed button 1 and has distributed in response in the same time not.
Optionally, in predetermined period, add up in IVR system the response times of each button accepted of same voice broadcast layer and the detailed process of response time as follows:
A: obtain the call-information of described IVR system in predetermined period, described call-information comprises call identifier, call time started, keystroke sequence and button sequence constantly.
B: the key response number of times that obtains the button accepted of same voice broadcast layer according to described call identifier.
In IVR system, different calls is provided with different call identifier, the present invention can enter according to call identifier statistics the communicating data of same voice layer, also can in same voice broadcast layer, trigger the quantity of the call that can accept key response according to call identifier statistics.Such as: the call quantity that enters the first voice broadcast layer is 100, wherein triggering the call quantity can accept button 1 response is 30, the communicating data that triggering can be accepted button 2 responses is 20, the call quantity that triggering can be accepted button 3 responses is 30, and all the other calls do not trigger any key response of accepting.
C: the response time that can accept button according to described call time started, described keystroke sequence and described button moment retrieval, wherein, can accept the response time=key response moment-voice broadcast zero hour of button, described key response is extracted sequence constantly from described button constantly, described voice broadcast by the described call time started, determined the zero hour or described voice broadcast definite by keystroke sequence and button time series the zero hour.
For ground floor voice broadcast layer, voice broadcast is the call time started zero hour; For second layer voice broadcast layer, the voice broadcast time started is can accept the response time of button in the first voice broadcast layer.Wherein, the response time that can accept button in the first voice broadcast layer can be determined by keystroke sequence and button moment sequence.
Such as: in once conversing, client enters the first voice broadcast layer, the second voice broadcast layer and the 3rd voice broadcast layer successively.The voice broadcast time started of the first voice broadcast layer is the call time started.When client passes through button 1 and then the second voice broadcast layer, it is the key response time of button 1 that the second voice broadcast layer is reported the time started, and the corresponding button of button 1 constantly.
It should be noted that, the response time that can accept in the present invention button is to start to calculate from entering this voice broadcast layer.
102: according to the response time distribution map that can accept each button accepted that the response times of button and response time draw same voice broadcast layer.
The same button accepted 1, button 2 and the button 3 of reporting in layer drawn respectively to response time distribution map.Optionally, this response time respectively the transverse axis of figure be the response time, the longitudinal axis is response times.Or transverse axis is response times, the longitudinal axis is the response time.Referring to Fig. 2～Fig. 4, Fig. 2 shows the response time distribution map of button 1 of the present invention, and Fig. 3 shows the response time distribution map of button 2 of the present invention, and Fig. 4 shows the response time distribution map of button 3 of the present invention.
103: the described response time distribution map of accepting button is superposeed, obtain stack distribution curve.
Can accept button, the response time distribution map such as button 1, button 2 and button 3 superposes in same reference axis, obtains stack curve respectively.。
104: the point of determining response times maximum in described stack distribution curve is first object point, the response time is more than or equal to coordinate points that described first object puts the corresponding response time as the second impact point.
Referring to Fig. 5, show the stack distribution curve schematic diagram that the present invention can accept button.As shown in Figure 5, the response times that first object point (being peak) locates to accept button is maximum, reduces gradually afterwards, until there is no key response (not having client to carry out button operation).
105: described first object point and described the second impact point are carried out to linear fit, obtain fitting a straight line.
106: using the corresponding response time of intersection point of described fitting a straight line and response time axle as the voice optimum wait time, and IVR system is arranged according to the described voice optimum wait time.
Referring to Fig. 6, show the present invention superpose distribution curve and linear fit straight line schematic diagram.The present invention adopts the method for linear fit to process each coordinate points, thus the exceptional value of removing, and the corresponding response time of intersection point of fitting a straight line and response time axle is the time that all client completes button operation in theory.
Compare with the mode of existing artificial setting voice optimum wait time, the present invention has changed traditional artificial dependence experience and has set VIR system voice stand-by period mode, avoided the impact of human factor, the method of employing science was set the voice stand-by period of VIR system, had improved the efficiency of VIR system.
Embodiment (two)
Referring to Fig. 7, show the structural representation of an embodiment of the system of a kind of definite IVR voice optimum wait time of the present invention.
As shown in Figure 7, this system comprises:
Information recording unit 1, the information recording unit of the call-information of IVR system described in described information recording unit 1 real time record.
Data statistics unit 2, described data statistics unit 2 for adding up key response number of times and the response time of each button accepted of the same voice broadcast layer of described IVR system in predetermined period according to call-information.
Graphic plotting unit 3, described graphic plotting unit 3 is for drawing according to the statistics of described data statistics unit 2 the response time distribution map that each can accept button.
Graphics Processing Unit 4, described Graphics Processing Unit 4 superposes for can accept the described response time distribution map of button to each, obtains stack distribution curve.
Impact point determining unit 5, described target goes determining unit 5 for determining that the point of described stack distribution curve response times maximum is first object point, and the response time is more than or equal to coordinate points that described first object puts the corresponding response time as the second impact point.
Linear fit unit 6, described linear fit unit 6, for described first object point and described the second impact point are carried out to linear fit, obtains fitting a straight line.
Optimum wait time setting unit 7, described optimum wait time setting unit 7 is for using the corresponding response time of intersection point of described fitting a straight line and response time axle as the voice optimum wait time, and IVR system arranged according to the described voice optimum wait time.
Finally, also it should be noted that, in this article, relational terms such as the first and second grades is only used for an entity or operation to separate with another entity or operating space, and not necessarily requires or imply and between these entities or operation, have the relation of any this reality or sequentially.And, term " comprises ", " comprising " or its any other variant are intended to contain comprising of nonexcludability, thereby the process, method, article or the equipment that make to comprise a series of key elements not only comprise those key elements, but also comprise other key elements of clearly not listing, or be also included as the intrinsic key element of this process, method, article or equipment.The in the situation that of more restrictions not, the key element being limited by statement " comprising ... ", and be not precluded within process, method, article or the equipment that comprises described key element and also have other identical element.
In this specification, each embodiment adopts the mode of going forward one by one to describe, and each embodiment stresses is the difference with other embodiment, between each embodiment identical similar part mutually referring to.
Above-mentioned explanation to the disclosed embodiments, makes professional and technical personnel in the field can realize or use the application.To the multiple modification of these embodiment, will be apparent for those skilled in the art, General Principle as defined herein can be in the situation that do not depart from the application's spirit or scope, realization in other embodiments.Therefore, the application will can not be restricted to these embodiment shown in this article, but will meet the widest scope consistent with principle disclosed herein and features of novelty.
Claims (10)
1. the method for definite IVR system voice optimum wait time, is characterized in that, comprising:
In predetermined period, add up key response number of times and the response time of each button accepted of same voice broadcast layer in IVR system;
The response time distribution map of each button accepted of drawing same voice broadcast layer according to the described response times of accepting button and response time;
The described response time distribution map of accepting button is superposeed, obtain stack distribution curve;
The point of determining response times maximum in described stack distribution curve is first object point, and the response time is more than or equal to coordinate points that described first object puts the corresponding response time as the second impact point;
Described first object point and described the second impact point are carried out to linear fit, obtain fitting a straight line;
Using the corresponding response time of intersection point of described fitting a straight line and response time axle as the voice optimum wait time, and IVR system is arranged according to the described voice optimum wait time.
2. method according to claim 1, is characterized in that, described key response number of times and the response time of adding up each button accepted of same voice broadcast layer in IVR system in predetermined period comprises:
In predetermined period, obtain the call-information of described IVR system, described call-information comprises call identifier, call time started, keystroke sequence and button sequence constantly;
According to described call identifier, obtain the key response number of times of the button accepted of same voice broadcast;
According to described call time started, described keystroke sequence and described button moment retrieval, can accept the response time of button, wherein, can accept the response time=key response moment-voice broadcast zero hour of button, described key response is extracted sequence constantly from described button constantly, described voice broadcast by the described call time started, determined the zero hour or described voice broadcast definite by keystroke sequence and button time series the zero hour.
3. method according to claim 1, is characterized in that, the response time distribution map that can accept each button accepted that the response times of button and response time draw same voice broadcast layer described in described basis comprises:
Using described, accept the response time of button as the abscissa of described response time distribution map, using the described response times of button of accepting as the ordinate of described response time distribution map, draw response time distribution map.
4. method according to claim 1, is characterized in that, the response time distribution map that can accept each button accepted that the response times of button and response time draw same voice broadcast layer described in described basis comprises:
Using the described response times of button of accepting as the abscissa of described response time distribution map, using described, accept the response time of button as the ordinate of described response time distribution map, draw response time distribution map.
5. method according to claim 1, is characterized in that, before the described call-information that obtains described IVR system in Preset Time, also comprises:
The call-information of the each call of IVR system described in real time record.
6. method according to claim 1, is characterized in that, the described response time of accepting button in seconds.
7. the system of definite IVR system voice optimum wait time, is characterized in that, comprising:
Data statistics unit, described data statistics unit for adding up key response number of times and the response time of each button accepted of the same voice broadcast layer of described IVR system in predetermined period;
Graphic plotting unit, described graphic plotting unit is for drawing according to the statistics of described data statistics unit the response time distribution map that each can accept button;
Graphics Processing Unit, described Graphics Processing Unit superposes for can accept the described response time distribution map of button to each, obtains stack distribution curve;
Impact point determining unit, described target goes determining unit for determining that the point of described stack distribution curve response times maximum is first object point, and the response time is more than or equal to coordinate points that described first object puts the corresponding response time as the second impact point;
Linear fit unit, described linear fit unit, for described first object point and described the second impact point are carried out to linear fit, obtains fitting a straight line;
Optimum wait time setting unit, described optimum wait time setting unit is for using the corresponding response time of intersection point of described fitting a straight line and response time axle as the voice optimum wait time, and IVR system arranged according to the described voice optimum wait time.
8. system according to claim 7, is characterized in that, described system also comprises: be connected with described data statistics unit, and the information recording unit of the call-information of IVR system described in real time record.
9. system according to claim 7, is characterized in that, the predetermined period of described data statistics unit is one week.
10. system according to claim 7, is characterized in that, described system be take and as unit, carried out statistics and the processing of data second.
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| Application Number | Priority Date | Filing Date | Title |
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| CN201410406293.3A CN104125350A (en) | 2014-08-18 | 2014-08-18 | Method and system for determining best voice waiting time of IVR system |
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| CN201410406293.3A CN104125350A (en) | 2014-08-18 | 2014-08-18 | Method and system for determining best voice waiting time of IVR system |
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Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102131012A (en) * | 2011-03-07 | 2011-07-20 | 霍佳震 | Method for setting voice broadcast waiting time of IVR (Interactive Voice Response) system |
| US20120321073A1 (en) * | 2011-06-17 | 2012-12-20 | Avaya Inc. | Goal-based estimated wait time |
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- 2014-08-18 CN CN201410406293.3A patent/CN104125350A/en active Pending
Patent Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102131012A (en) * | 2011-03-07 | 2011-07-20 | 霍佳震 | Method for setting voice broadcast waiting time of IVR (Interactive Voice Response) system |
| US20120321073A1 (en) * | 2011-06-17 | 2012-12-20 | Avaya Inc. | Goal-based estimated wait time |
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Application publication date: 20141029 |