CN104580754A - IVR (interactive voice response) system and IVR-based chat rapid pairing method - Google Patents
IVR (interactive voice response) system and IVR-based chat rapid pairing method Download PDFInfo
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- CN104580754A CN104580754A CN201410723447.1A CN201410723447A CN104580754A CN 104580754 A CN104580754 A CN 104580754A CN 201410723447 A CN201410723447 A CN 201410723447A CN 104580754 A CN104580754 A CN 104580754A
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Abstract
The invention discloses an IVR (interactive voice response) system and an IVR-based chat rapid pairing method. The IVR system comprises an information storage device, a similarity calculation device and an IVR server, wherein the information storage device is used for saving collected sound spectral data corresponding to a plurality of sounds; the similarity calculation device is used for obtaining the sound spectral data of a current user, generating a correlation matrix between target wave bands according to the obtained sound spectral data, comparing with the correlation matrix between the wave bands corresponding the various sounds, which is pre-stored in the information storage device and calculating sound similarity; the IVR server is used for determining a user at the other end, which can establish communication with the current user, according to the sequence of the sound similarity and performing communication connection on the current user and the user at the other end. According to the technical scheme provided by the invention, the IVR system is used for performing chat rapid pairing according to the sound similarity, thereby increasing mystique and fun and improving user experience.
Description
Technical field
The present invention relates to the communications field, in particular to a kind of IVR system and the chat speed method of completing the square based on IVR.
Background technology
At present, voice-enabled chat speed is joined mainly based on public switched telephone network (Public SwitchedTelephone Network, referred to as PSTN)/public land moves (communication) network (Public LandMobile Network, referred to as PLMN) real-time performance, namely participant is participated in by phone (landline telephone, Personal Handyphone System, mobile phone), such as phone Fancy Match.Fig. 1 is the Organization Chart of call voice chat quick match system, as shown in Figure 1, multiple telephone terminal 12 is connected to interactive voice response (Interactive Voice Response, referred to as the IVR) server be configured in PST`N/PLMN network by PSTN/PLMN network.In addition, information-storing device 13 and put 14 be also connected to ivr server 11 with machine speed is equipped.
User uses telephone terminal 12 to dial specific access code ivr server 11 and sets up voice communication connection.The personal information that call information and information storage module 13 from Current telephony terminal 12 stores is delivered to by ivr server 11 puts 14 with machine speed is equipped, with machine speed be equipped with put 14 by random fit to two user profile pass to IVR, the call of these two users links together by ivr server 11, thus these two users just can carry out voice-enabled chat communication.
But current voice-enabled chat quick match system is the peer user that active user joins with machine speed, lacks mystique and interest, cause Consumer's Experience lower.
Summary of the invention
Main purpose of the present invention is to disclose a kind of IVR system and the chat speed method of completing the square based on IVR, at least to solve the peer user that in correlation technique, voice-enabled chat quick match system is joined with machine speed for active user, lack mystique and interest, cause the problem that Consumer's Experience is lower.
According to an aspect of the present invention, a kind of IVR system is provided.
IVR system according to the present invention comprises: ivr server, be connected for setting up voice call with terminal equipment, the sound modal data coming from active user is obtained by described terminal equipment, determine to set up the other end user of call with active user according to the sequence of the sound degree of approximation, with above-mentioned other end user, call is carried out to above-mentioned active user and is connected; Information-storing device, for storing sound modal data corresponding to multiple sound of collecting; Degree of approximation calculation element, compares for the sound modal data that the sound got modal data is corresponding with each sound prestored in above-mentioned information-storing device, and calculates the tut degree of approximation.
According to a further aspect in the invention, a kind of chat based on IVR speed method of completing the square is provided.
Chat based on IVR speed method of completing the square according to the present invention comprises: IVR system obtains the sound modal data coming from active user; The sound modal data that the sound modal data got is corresponding with each sound prestored compares by above-mentioned IVR system, and calculates the sound degree of approximation; Above-mentioned IVR system is determined to set up the other end user of call with active user according to the sequence of the sound degree of approximation; Above-mentioned IVR system is carried out call to above-mentioned active user with above-mentioned other end user and is connected.
Compared with prior art, the embodiment of the present invention at least has the following advantages: IVR system is joined for active user carries out chat speed according to the sound degree of approximation, adds mystique and interest, improves Consumer's Experience.
Accompanying drawing explanation
Fig. 1 is the Organization Chart of call voice chat quick match system in correlation technique;
Fig. 2 is the Organization Chart of the IVR system according to the embodiment of the present invention;
Fig. 3 is the structured flowchart of IVR system according to the preferred embodiment of the invention;
Fig. 4 is the flow chart of the speed of the chat based on the IVR method of completing the square according to the embodiment of the present invention; And
Fig. 5 is according to the preferred embodiment of the invention based on the flow chart of the chat speed method of completing the square of IVR.
Embodiment
Below in conjunction with Figure of description, specific implementation of the present invention is made a detailed description.
Fig. 2 is the Organization Chart of the IVR system according to the embodiment of the present invention.As shown in Figure 2, this IVR system comprises: information-storing device 20, for storing sound modal data corresponding to multiple sound of collecting; Degree of approximation calculation element 22, be connected with information-storing device 20, for obtaining the sound modal data of active user, the sound modal data got is generated the intersegmental correlation matrix of object wave, and correlation matrix compares between the wave band corresponding with each sound prestored in information-storing device, calculate the tut degree of approximation; Speed is equipped puts 24, is connected with degree of approximation calculation element 22, can set up the other end user of call for determining according to the sequence of the sound degree of approximation with active user; Ivr server 26, carries out call to above-mentioned active user with above-mentioned other end user and is connected.
In correlation technique, current voice-enabled chat quick match system is the peer user that active user joins with machine speed, lacks mystique and interest, causes Consumer's Experience lower.And adopt the system shown in Fig. 2, join for active user carries out chat speed according to the sound degree of approximation, add mystique and interest, improve Consumer's Experience.
Wherein, above-mentioned terminal equipment includes but not limited to: fixed telephone terminal, Personal Handyphone System, mobile telephone terminal.
Preferably, as shown in Figure 3, above-mentioned degree of approximation calculation element 22 comprises: generation module 220, generates the intersegmental correlation matrix of object wave, thus be divided into by modal data along frequency axis each other with multiple discrete wavebands that interval separates for the sound modal data according to the above-mentioned active user got; Acquisition module 222, for obtaining multiple envelope compositions of sound modal data from above-mentioned multiple discrete waveband, and between wave band, the element of correlation matrix is the correlation between each envelope composition of above-mentioned active user's sound; Computing module 224, for calculate the intersegmental correlation matrix of above-mentioned object wave and store each user in a database the intersegmental correlation matrix of each reference wave between multiple sound degrees of approximation.
In preferred implementation process, first degree of approximation calculation element 22 obtains the user ID (ID) of active user, obtains the sound modal data with certain sounding interval of user simultaneously.Afterwards, an intersegmental correlation matrix A of object wave and first read correlation matrix B between a wave band from information-storing device is generated by generation module 220 from the sound modal data obtained.Computing module 224 calculates the sound degree of approximation according to correlation matrix A and B between wave band afterwards, and the sound degree of approximation calculated and a predetermined threshold (such as, 80%) is compared.If this sound degree of approximation is equal to or greater than this threshold value, then judges that the user that between wave band, correlation matrix B is corresponding is the people approximate with user ID sound, export this sound degree of approximation.By that analogy, degree of approximation calculation element reads correlation matrix between wave band one by one from information-storing device, and performs above-mentioned flow process, until correlation matrix between intersegmental for object wave correlation matrix A with the whole wave bands prestored in information-storing device is compared end.
Preferably, as shown in Figure 3, above-mentioned speed is equipped puts 24 and may further include: arrangement module 240, for above-mentioned multiple sound degree of approximation being arranged according to order from big to small; Judge module 242, for the state information according to user corresponding to above-mentioned multiple sound degree of approximation, judges to set up the other end user of call, until find above-mentioned other end user with active user successively.
In preferred implementation process, after degree of approximation calculation element executes calculation process, output multiple sound degree of approximation result.Arrangement module in above-mentioned ivr server, can arrange above-mentioned multiple sound degree of approximation according to order from big to small; Judge module in above-mentioned ivr server, can in the state information according to user corresponding to above-mentioned multiple sound degree of approximation, judges successively to set up the other end user of call, until find this other end user with active user.Such as, the user be similar to the most with active user's sound is current not online, then judge module jumps to deputy user in the sequence of the sound degree of approximation, and this user is current to be in when waiting for state that call connects, then ivr server is set up this user and is connected with the call of active user.
Preferably, as shown in Figure 3, degree of approximation calculation element 22 can also comprise: determination module 226, the identify label of multiple users that the sound degree of approximation for determining to be greater than predetermined threshold is corresponding; Set up module 228, for setting up above-mentioned active user, the above-mentioned incidence relation being greater than the sound degree of approximation of predetermined threshold and multiple users of above-mentioned correspondence.
Above-mentioned information-storing device 20, also for storing above-mentioned active user, the above-mentioned incidence relation being greater than the sound degree of approximation of predetermined threshold and multiple users of above-mentioned correspondence; Above-mentioned judge module 242, during for once accessing above-mentioned IVR system on above-mentioned active user, according to sound degree of approximation order from big to small in above-mentioned incidence relation, according to the state information of multiple users of above-mentioned correspondence, judge successively to set up the other end user of call, until find above-mentioned other end user with active user.
When IVR system has obtained the sound degree of approximation of the multiple users be associated with active user, the information-storing device in IVR system, can store this incidence relation; Such as, there is the sound degree of approximation of N number of user and active user A to be greater than 80%, then active user A, this N number of user and N number of sound degree of approximation are carried out associating and saving.
When this active user A accesses above-mentioned IVR system next time, IVR system just can directly in above-mentioned incidence relation according to sound degree of approximation order from big to small, according to the state information of multiple users of above-mentioned correspondence, judge successively to set up the other end user of call with active user, until find above-mentioned other end user, and perform sound degree of approximation calculation process without the need to reactivating degree of approximation calculation element.
Fig. 4 is the flow chart of the speed of the chat based on the IVR method of completing the square according to the embodiment of the present invention.As shown in Figure 4, should comprise based on the chat speed method of completing the square of IVR:
Step S401:IVR system obtains the sound modal data coming from active user;
Step S403: the sound modal data got is generated the intersegmental correlation matrix of object wave by above-mentioned IVR system, and between the wave band corresponding with each sound prestored in information-storing device, correlation matrix compares, and calculates the sound degree of approximation;
Step S405: above-mentioned IVR system is determined to set up the other end user of call with active user according to the sequence of the sound degree of approximation;
Step S407: above-mentioned IVR system is carried out call to above-mentioned active user with above-mentioned other end user and is connected.
Adopt said method, join for active user carries out chat speed according to the sound degree of approximation, add mystique and interest, improve Consumer's Experience.
Preferably, in step S403, each sound modal data stored in tut modal data and information storage module compares by above-mentioned IVR system, and the degree of approximation calculating sound may further include following process: the sound modal data according to the above-mentioned active user got generates the intersegmental correlation matrix of object wave, thus is divided into by modal data along frequency axis each other with multiple discrete wavebands that interval separates; From above-mentioned multiple discrete waveband, obtain multiple envelope compositions of sound modal data, and between wave band, the element of correlation matrix is the correlation between each envelope composition of above-mentioned active user's sound; Calculate the intersegmental correlation matrix of above-mentioned object wave and store each user in a database each wave band between multiple sound degrees of approximation between correlation matrix.
Preferably, in step S405, according to the sequence of the sound degree of approximation, above-mentioned IVR system determines that the other end user that can set up call with active user may further include following process: above-mentioned multiple sound degree of approximation arranged according to order from big to small; According to the state information of user corresponding to above-mentioned multiple sound degree of approximation, judge successively to set up the other end user of call, until find above-mentioned other end user with active user.
Preferably, after the above-mentioned IVR system-computed sound degree of approximation of step S403, following process can also be comprised: above-mentioned IVR system determines to be greater than the identify label of multiple users corresponding to the sound degree of approximation of predetermined threshold; Above-mentioned IVR system is set up above-mentioned active user, is above-mentionedly greater than the incidence relation of the sound degree of approximation of predetermined threshold and multiple users of above-mentioned correspondence and preserves; When above-mentioned active user accesses above-mentioned IVR system next time, above-mentioned IVR system in above-mentioned incidence relation according to sound degree of approximation order from big to small, according to the state information of multiple users of above-mentioned correspondence, judge successively to set up the other end user of call, until find above-mentioned other end user with active user.
By above-mentioned process, for accessing IVR system, and adopt said method and peer user to set up the user conversed, upper once access above-mentioned IVR system time, IVR system without the need to recalculating the sound degree of approximation of each sound prestored in this user and information-storing device, and only need, according to the incidence relation preserved, judge to set up the other end user of call with active user, therefore, consume and system resource when saving process.
Below in conjunction with Fig. 5, above-mentioned preferred implementation is further described.
Fig. 5 is according to the preferred embodiment of the invention based on the flow chart of the chat speed method of completing the square of IVR.As shown in Figure 5, following process should mainly be comprised based on the chat speed method of completing the square of IVR:
Step S501:IVR system obtains the sound modal data coming from active user A.
Step S503:IVR system generates the intersegmental correlation matrix of object wave according to the sound modal data of the user A got, thus is divided into by modal data along frequency axis each other with multiple discrete wavebands that interval separates.
Step S505:IVR system obtains multiple envelope compositions of sound modal data from above-mentioned multiple discrete waveband, and between wave band, the element of correlation matrix is the correlation between each envelope composition of above-mentioned active user's sound.
The intersegmental correlation matrix of the above-mentioned object wave of step S507:IVR system-computed and store each user in a database each wave band between multiple sound degrees of approximation between correlation matrix.
Above-mentioned multiple sound degree of approximation arranges according to order from big to small by step S509:IVR system, according to the state information of user corresponding to above-mentioned multiple sound degree of approximation, judge successively to set up the other end user of call, until find above-mentioned other end user with active user.
Step S511: above-mentioned IVR system determines to be greater than the identify label of multiple users corresponding to the sound degree of approximation of predetermined threshold, sets up above-mentioned active user, is above-mentionedly greater than the incidence relation of the sound degree of approximation of predetermined threshold and multiple users of above-mentioned correspondence and preserves.
Step S513: when once accessing above-mentioned IVR system on user A, above-mentioned IVR system in above-mentioned incidence relation according to sound degree of approximation order from big to small, according to the state information of multiple users of above-mentioned correspondence, judge successively to set up the other end user of call, until find above-mentioned other end user with active user.
In sum, by above-described embodiment provided by the invention, IVR system is joined for active user carries out chat speed according to the sound degree of approximation, adds mystique and interest, improves Consumer's Experience.For accessing IVR system, and adopt said method and peer user to set up the user conversed, upper once access above-mentioned IVR system time, IVR system is without the need to recalculating the sound degree of approximation of each sound prestored in this user and information-storing device, and only need according to the incidence relation preserved, judgement can set up the other end user of call with active user, therefore, and consumption and system resource when saving process.
Be only several specific embodiment of the present invention above, but the present invention is not limited thereto, the changes that any person skilled in the art can think of all should fall into protection scope of the present invention.
Claims (9)
1. an interactive voice answering IVR system, is characterized in that, described system comprises:
Information-storing device, for storing sound modal data corresponding to multiple sound of collecting;
Degree of approximation calculation element, for obtaining the sound modal data of active user, the sound modal data got is generated the intersegmental correlation matrix of object wave, and between the wave band corresponding with each sound prestored in information-storing device, correlation matrix compares, and calculates the described sound degree of approximation;
Speed is equipped puts, and can set up the other end user of call for determining according to the sequence of the sound degree of approximation with active user;
Ivr server, is connected for carrying out call to described active user with described other end user.
2. system according to claim 1, is characterized in that, described degree of approximation calculation element comprises:
Generation module, generates the intersegmental correlation matrix of object wave for the sound modal data according to the described active user got, thus is divided into by modal data along frequency axis each other with multiple discrete wavebands that interval separates;
Acquisition module, for obtaining multiple envelope compositions of sound modal data from described multiple discrete waveband, and between wave band, the element of correlation matrix is the correlation between each envelope composition of described active user's sound;
Computing module, for calculate the intersegmental correlation matrix of described object wave and store each user in a database each wave band between multiple sound degrees of approximation of correlation matrix.
3. system according to claim 1, is characterized in that, equipped the putting of described speed comprises:
Arrangement module, for arranging described multiple sound degree of approximation according to order from big to small;
Judge module, for the state information according to user corresponding to described multiple sound degree of approximation, judges to set up the other end user of call, until find described other end user with active user successively.
4. system according to claim 3, is characterized in that, described degree of approximation calculation element comprises:
Determination module, the identify label of multiple users that the sound degree of approximation for determining to be greater than predetermined threshold is corresponding;
Set up module, for set up described active user, described in be greater than the incidence relation of the sound degree of approximation of predetermined threshold and multiple users of described correspondence.
5. system according to claim 4, is characterized in that,
Described information-storing device, also for store described active user, described in be greater than the incidence relation of the sound degree of approximation of predetermined threshold and multiple users of described correspondence;
Described judge module, during for once accessing described IVR system on described active user, according to sound degree of approximation order from big to small in described incidence relation, according to the state information of multiple users of described correspondence, judge successively to set up the other end user of call, until find described other end user with active user.
6., based on a chat speed method of completing the square of interactive voice answering IVR, it is characterized in that, comprising:
IVR system obtains the sound modal data coming from active user;
The sound modal data got is generated the intersegmental correlation matrix of object wave by described IVR system, and between the wave band corresponding with each sound prestored in information-storing device, correlation matrix compares, and calculates the sound degree of approximation;
Described IVR system is determined to set up the other end user of call with active user according to the sequence of the sound degree of approximation;
Described IVR system is carried out call to described active user with described other end user and is connected.
7. method according to claim 6, is characterized in that, the degree of approximation of described IVR system-computed sound comprises:
Sound modal data according to the described active user got generates the intersegmental correlation matrix of object wave, thus is divided into by modal data along frequency axis each other with multiple discrete wavebands that interval separates;
From described multiple discrete waveband, obtain multiple envelope compositions of sound modal data, and between wave band, the element of correlation matrix is the correlation between each envelope composition of described active user's sound;
Calculate the intersegmental correlation matrix of described object wave and store each user in a database each wave band between multiple sound degrees of approximation between correlation matrix.
8. method according to claim 6, is characterized in that, according to the sequence of the sound degree of approximation, described IVR system determines that the other end user that can set up call with active user comprises:
Described multiple sound degree of approximation is arranged according to order from big to small;
According to the state information of user corresponding to described multiple sound degree of approximation, judge successively to set up the other end user of call, until find described other end user with active user.
9. method according to claim 8, is characterized in that, after the described IVR system-computed sound degree of approximation, also comprises:
Described IVR system determines to be greater than the identify label of multiple users corresponding to the sound degree of approximation of predetermined threshold;
Described IVR system set up described active user, described in be greater than the incidence relation of the sound degree of approximation of predetermined threshold and multiple users of described correspondence and preserve;
When described active user accesses described IVR system next time, described IVR system in described incidence relation according to sound degree of approximation order from big to small, according to the state information of multiple users of described correspondence, judge successively to set up the other end user of call, until find described other end user with active user.
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| US20050286705A1 (en) * | 2004-06-16 | 2005-12-29 | Matsushita Electric Industrial Co., Ltd. | Intelligent call routing and call supervision method for call centers |
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