CN105208231A - Voice broadcasting method based on IVR and related system - Google Patents
Voice broadcasting method based on IVR and related system Download PDFInfo
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- CN105208231A CN105208231A CN201410258066.0A CN201410258066A CN105208231A CN 105208231 A CN105208231 A CN 105208231A CN 201410258066 A CN201410258066 A CN 201410258066A CN 105208231 A CN105208231 A CN 105208231A
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Abstract
The application provides a voice broadcasting method based on IVR and a related system. The method includes: a voice recommending system receives a service recommending request for a current user sent by an IVR system; an IVR conversation connection between the current user and the IVR system is established; service demand data of the current user is obtained; a voice service module matched with the service demand data is selected from preset voice service modules; and the matched voice service module is returned to the IVR system for voice broadcasting. Therefore, the voice recommending system returns the voice service module matched with the service demand data, the IVR system can broadcast the voice service module in more accordance with the current user demand in a personalized manner, when the current user obtains the corresponding service, the required voice service module can be located without repeated feedback operation, the voice broadcasting time is reduced, the call loss is reduced, and the occupation of system resources is reduced.
Description
Technical field
The application relates to networking technology area, especially relates to a kind of voice broadcast method based on IVR and related system.
Background technology
IVR (Interactive Voice Response, i.e. interactive voice response) is a kind of speech business value-added service.By reporting corresponding voice message to user, and the feedback operation of user, namely can realize providing corresponding voice service to user.Such as, user by dialing the telephone number of specifying, and selects accordingly according to the voice message reported, and namely can inquire the account information etc. of user, can also carry out the operations such as corresponding amendment further to this account.
But, current IVR is when carrying out voice broadcast, according to fixing voice broadcast flow process, and increasing along with type service, often level is more for this voice broadcast flow process, and user needs repeatedly feedback operation could obtain corresponding service, not only voice broadcast overlong time, call loss is serious, and occupies more system resource.
Summary of the invention
The technical problem that the application solves is to provide a kind of voice broadcast method based on IVR and related system, and user can either obtain corresponding service without the need to multi-pass operation, to reduce the voice broadcast time, reduces call loss, reduces the system resource taken.
For this reason, the technical scheme of the application's technical solution problem is:
This application provides a kind of voice broadcast method based on IVR, comprising:
The service recommendation request to active user that voice recommendation system acceptance IVR system sends; Described active user converses with the built vertical IVR of described IVR system and is connected;
Described voice recommendation system obtains the demand for services data of described active user;
Described voice recommendation system chooses the voice service module with described demand for services data match from the voice service module preset;
The voice service module matched described in described voice recommendation system returns to described IVR system carries out voice broadcast.
Optionally, the demand for services data of the described active user of described acquisition comprise:
The speech data of active user's input is obtained from described IVR system;
Described speech data is converted to corresponding text data, using as described demand for services data.
Optionally, the demand for services data of the described active user of described acquisition comprise:
The account information of described active user is obtained from described IVR system;
The network behavior data of described active user are obtained, using as described demand for services data based on described account information.
Optionally, the demand for services data of the described active user of described acquisition comprise:
The speech data of described active user input and the account information of described active user is obtained from described IVR system;
Described speech data is converted to corresponding text data;
The network behavior data of described active user are obtained based on described account information;
Using described text data and described network behavior data jointly as described demand for services data.
Optionally, described method also comprises: determine corresponding category information based on described text data;
The voice service module matched with described text data, is specially the voice service module matched with described category information.
Optionally, described network behavior data comprise at least one in following data:
Network behavior type, network behavior number of times and behavior error information.
Optionally, described network behavior data are specially the network behavior data of establishment of connection time in predetermined interval of conversing with described IVR.
Present invention also provides a kind of voice recommendation system, comprising:
Receiving element, for receiving the service recommendation request to active user that IVR system sends; Described active user converses with the built vertical IVR of described IVR system and is connected;
Acquiring unit, after receiving described service recommendation request at described receiving element, obtains the demand for services data of described active user;
Choose unit, for choosing the voice service module with described demand for services data match from the voice service module preset;
Return unit, carry out voice broadcast for the voice service module matched described in returning to described IVR system.
Optionally, described acquiring unit comprises:
First obtains subelement, for obtaining the speech data of active user's input from described IVR system;
Converting unit, for described speech data being converted to corresponding text data, using as described demand for services data.
Optionally, described acquiring unit comprises:
Second obtains subelement, for obtaining the account information of described active user from described IVR system;
3rd obtains subelement, for obtaining the network behavior data of described active user based on described account information, using as described demand for services data.
Optionally, described acquiring unit comprises:
First obtains subelement, for obtaining the speech data of active user's input from described IVR system;
Converting unit, for being converted to corresponding text data by described speech data;
Second obtains subelement, for obtaining the account information of described active user from described IVR system;
3rd obtains subelement, for obtaining the network behavior data of described active user based on described account information, using described text data and described network behavior data jointly as described demand for services data.
Optionally, described system also comprises taxon;
Described taxon is used for determining corresponding category information based on described text data;
The voice service module matched with described text data, is specially the voice service module matched with described category information.
Optionally, described network behavior data comprise at least one in following data:
Network behavior type, network behavior number of times and behavior error information.
Optionally, described network behavior data are specially the network behavior data of establishment of connection time in predetermined interval of conversing with described IVR.
Known by technique scheme, in the application, active user and IVR system are set up after IVR converses and be connected, voice recommendation system can receive the service recommendation request to active user that IVR system sends, voice recommendation system can obtain the demand for services data of active user afterwards, and from the voice service module preset, select the voice service module with described demand for services data match, be back to IVR system and carry out voice broadcast, thus make IVR system can no longer according to fixing voice broadcast flow process, but report the voice service module more meeting active user's demand personalizedly, therefore active user is when obtaining respective service, namely the voice service module of needs can be navigated to without the need to repeatedly feedback operation, decrease the voice broadcast time, reduce call loss, thus decrease taking system resource.
Accompanying drawing explanation
In order to be illustrated more clearly in the embodiment of the present application or technical scheme of the prior art, be briefly described to the accompanying drawing used required in embodiment or description of the prior art below, apparently, accompanying drawing in the following describes is only some embodiments of the application, for those of ordinary skill in the art, under the prerequisite not paying creative work, other accompanying drawing can also be obtained according to these accompanying drawings.
The schematic flow sheet of the first embodiment of the voice broadcast method that Fig. 1 provides for the embodiment of the present application;
The schematic flow sheet of the second embodiment of the voice broadcast method that Fig. 2 provides for the embodiment of the present application;
The schematic flow sheet of the 3rd embodiment of the voice broadcast method that Fig. 3 provides for the embodiment of the present application;
The schematic flow sheet of the 4th embodiment of the voice broadcast method that Fig. 4 provides for the embodiment of the present application;
The structural representation of the first embodiment of the voice recommendation system that Fig. 5 provides for the embodiment of the present application;
The structural representation of the second embodiment of the voice recommendation system that Fig. 6 provides for the embodiment of the present application;
The structural representation of the 3rd embodiment of the voice recommendation system that Fig. 7 provides for the embodiment of the present application;
The structural representation of the 4th embodiment of the voice recommendation system that Fig. 8 provides for the embodiment of the present application.
Embodiment
Technical scheme in the application is understood better in order to make those skilled in the art person, below in conjunction with the accompanying drawing in the embodiment of the present application, technical scheme in the embodiment of the present application is clearly and completely described, obviously, described embodiment is only some embodiments of the present application, instead of whole embodiments.Based on the embodiment in the application, those of ordinary skill in the art are not making the every other embodiment obtained under creative work prerequisite, all should belong to the scope of the application's protection.
Refer to Fig. 1, the embodiment of the present application provides the first embodiment of the voice broadcast method based on IVR, and the present embodiment comprises:
The service recommendation request to active user that S101: voice recommendation system acceptance IVR system sends; Described active user converses with the built vertical IVR of described IVR system and is connected.
Establish after IVR converses active user and IVR system in the present embodiment, no longer report according to fixing voice broadcast flow process, but to the service recommendation request of voice recommendation system transmission to active user, thus the voice broadcasting modes of voice recommendation system acquisition to active user's personalization can be made.
Wherein, IVR call can be initiatively initiated by active user, and such as, the call request that IVR system acceptance active user initiatively initiates, the IVR set up between active user converses.IVR call also can be initiatively initiated by IVR system, and such as, IVR system initiatively initiates call request to active user, and when after the reception call request receiving active user, the IVR set up between active user converses.
The service recommendation request that IVR system sends can have various ways, and only needing to indicate IVR system needs to carry out personalized voice broadcast to active user.Such as, IVR system can send the data that can indicate active user's demand directly or indirectly, the such as speech data of active user's input or the account information etc. of active user, now, these data indicating active user's demand directly or indirectly can directly as service recommendation request.
S102: voice recommendation system obtains the demand for services data of active user.
The demand for services data of active user can indicate to be set up IVR and to converse the demand for services of the active user be connected with IVR system.The present embodiment does not limit the mode obtaining demand for services data, can be as demand for services data using the data of active user's active input, such as, active user and IVR system are set up after IVR converses, active user can input speech data according to voice message, this speech data can embody the demand for services of active user, therefore this speech data is converted to corresponding text data using as demand for services data.Also can be that demand for services data are obtained to user behavior analysis, such as, active user sets up in front and back a period of time of IVR call connection, create corresponding network behavior data, the error information of such as user login code mistake, to operation information of bankroll problem etc., and these network behavior data, also can reflect the demand for services of user, therefore it can be used as demand for services data.Certainly, also can using the network behavior data of above-mentioned text data and user jointly as demand for services data.
S103: voice recommendation system selects the voice service module with described demand for services data match from the voice service module preset.
In voice recommendation system, be preset with multiple voice service module, each voice service module correspondence reports function accordingly, therefore also corresponding corresponding service.Such as, voice inquirement service module, reports the voice message of query function for information about to active user, to realize providing information inquiry service to active user.
In this step, default voice service module is mated with the demand for services data of active user, therefrom select the one or more voice service modules matched.This step, when specific implementation, can pre-set many matched rules, and every bar preset rules is for the category information of the content or correspondence that identify demand for services data itself.Wherein every bar matched rule all has corresponding voice service module, when judging a certain bar matched rule of the demand for services data fit of active user, namely selects the voice service module corresponding to this matched rule.Wherein, the corresponding relation of matched rule and voice service module, can take the artificial mode arranged, also can arrange according to the matching degree of matched rule and voice service module.
It should be noted that, if when there is not the module with demand for services data match in the voice module preset, then can notify that IVR system carries out voice broadcast according to fixing voice broadcast flow process.
S104: the voice service module matched described in voice recommendation system returns to described IVR system carries out voice broadcast.
Wherein, voice recommendation system can be that the mark of the voice service module matched is back to IVR system, got the voice service module needing to report to active user by IVR system according to this mark, thus provide personalized voice broadcast to active user.
Known by technique scheme, active user and IVR system are set up after IVR converses and be connected, voice recommendation system can receive the service recommendation request to active user that IVR system sends, voice recommendation system can obtain the demand for services data of active user afterwards, and from the voice service module preset, select the voice service module with demand for services data match, be back to IVR system and carry out voice broadcast, thus make IVR system can no longer according to fixing voice broadcast flow process, but report the voice service module more meeting active user's demand personalizedly, therefore active user is when obtaining respective service, namely the voice service module of needs can be navigated to without the need to repeatedly feedback operation, decrease the voice broadcast time, reduce call loss, thus decrease taking system resource.
It should be noted that, in the present embodiment, the voice service module preset can exist with the form of group, such as, be preset with multiple voice service module group, wherein each voice service module group, comprises the voice service module of multiple level association.Now step S103 is actually and chooses the voice service module group matched from the voice service module group preset, and what return to IVR system in step S104 is also the voice service module group chosen.
Be illustrated below by an example, password is given voice module group for change and is comprised two-stage voice service module altogether, wherein first order voice service module is selected to give mode for change for user: represent by " 1 " and given for change by mobile phone mode, represents given for change by lettergram mode by " 2 ".And second level voice service module comprises two sub-voice service modules, voice message carries out by mobile phone mode and lettergram mode the operating process that password gives for change respectively.If the demand for services data of user are the error information of login password mistake, coupling selects password and gives voice module group for change, then report whole password eventually to user and give voice module group for change, to provide password to give service for change to user.
In the present embodiment, voice recommendation system, by the demand for services data of active user, selects the voice service module meeting user's request.Wherein, demand for services data can obtain in several ways, such as, can be the data that active user initiatively inputs, or the network behavior data of active user, can certainly be the combinations of above-mentioned two kinds of data, be described below respectively by three embodiments.
Refer to Fig. 2, the embodiment of the present application provides the second embodiment of the voice broadcast method based on IVR, with other embodiments unlike, demand for services data are the data of active user's initiatively input in the present embodiment.
The present embodiment comprises:
The service recommendation request to active user that S201: voice recommendation system acceptance IVR system sends; Described active user converses with the built vertical IVR of described IVR system and is connected.
In the present embodiment, IVR call can be initiatively initiated by active user, also initiatively can be initiated by IVR system.
S202: voice recommendation system obtains the speech data of active user's input from described IVR system.
Corresponding voice message is reported to user by IVR system, user can be made to propose corresponding counseling problem, such as, user wants to seek advice from the problem about logging in, counseling problem can be proposed: " password have forgotten ", " Password Input mistake ", " password bad " etc., thus the counseling problem that IVR system acceptance proposes to user, as the speech data of active user's input.Obviously, this speech data can embody the demand for services of user.Therefore, in this step, from IVR system, the speech data of active user's input is obtained by voice recommendation system.
As shown in Figure 2, the speech data of active user's input can be included in the service recommendation request that in step S201, IVR system sends, therefore directly can obtain this speech data from this request in this step.
S203: described speech data is converted to corresponding text data by voice recommendation system, using as demand for services data.
It should be noted that, in fig. 2, comprise two submodules for voice recommendation system: precisely service platform and text-converted platform are illustrated.Wherein, voice recommendation system completes the conversion of speech data and text data especially by text-converted platform.This Module Division mode of Fig. 2 does not limit the embodiment of the present application.
S204: voice recommendation system selects the voice service module matched with described text data from the voice service module preset.
When choosing the voice service module matched with text data, in fact can the category information corresponding according to text data choose.Particularly, can also comprise in the present embodiment: determine corresponding category information based on described text data, and with the voice service module that described text data matches, be specially the voice service module matched with described category information.Such as, text data according to the speech data conversion of active user's input is specially " I has forgotten password ", determine that corresponding category information is for " password is forgotten ", therefore chooses the voice service module matched with " password is forgotten " according to text data.Wherein, category information can be previously provided with corresponding voice service module, now directly can obtain voice service module corresponding to this category information as the result finally chosen.It should be added that, semantic analysis can be carried out to by text-converted platform to text data when determining corresponding category information according to text data, determine corresponding category information according to semantic analysis result.
This step, when specific implementation, can pre-set many matched rules, and every bar preset rules is for identifying the category information that text data is corresponding.Such as, " category information=password is forgotten " this matched rule is met if judge, select the voice broadcast module (also can think the voice broadcast module that this matched rule is corresponding) that category information " password is forgotten " is corresponding, such as voice module etc. given for change by password amendment voice module or password.
S205: the voice service module matched described in voice recommendation system returns to described IVR system carries out voice broadcast.
Known by technique scheme, in the present embodiment, voice recommendation system by getting the speech data of active user's input from IVR system, and this speech data is converted to corresponding text data, thus got the demand of active user, to realize reporting to active user the voice service module more meeting user's request.
In an embodiment below, active user without the need to initiatively inputting speech data, but according to the network behavior data acquisition of the active user demand to user.
Refer to Fig. 3, the embodiment of the present application provides the 3rd embodiment of the voice broadcast method based on IVR, with other embodiments unlike, demand for services data are the network behavior data of active user in the present embodiment.
The present embodiment comprises:
The service recommendation request to active user that S301: voice recommendation system acceptance IVR system sends; Described active user converses with the built vertical IVR of described IVR system and is connected.
In the present embodiment, IVR call can be initiatively initiated by active user, also initiatively can be initiated by IVR system.Situation about wherein initiatively being initiated by IVR system can be abnormal behaviour active user being detected, such as, when the behavior error information of active user when carrying out network operation being detected, initiatively initiates IVR call request to active user.
S302: voice recommendation system obtains the account information of described active user from described IVR system.
Need in the present embodiment to obtain the network behavior data of active user, therefore need the account information first getting active user, thus determine that to set up IVR converses the active user be connected with IVR system.
Wherein, the account information of active user, specifically can be inputted by active user, such as, by the mode of voice message, is inputted the account information such as ID card No. by active user.Also directly can obtain and set up the account information of the user's incoming call (such as cell-phone number etc.) when IVR call connects as active user.
As shown in Figure 3, the account information of active user can be included in the service recommendation request that in step S301, IVR system sends, therefore in this step, directly can obtain this account information from this request.
S303: voice recommendation system obtains the network behavior data of described active user according to described account information, using as demand for services data.
User, when carrying out network operation, can produce corresponding network behavior data, and these network behavior data, often also can reflect the demand for services of user.Such as, the network behavior data of active user, can comprise at least one in following data: the network behavior type of active user, network behavior number of times and behavior error information.Wherein, behavior error information can reflect that user occurs mistake when performing certain operation, and so very possible user can propose relevant consulting for the problem about this operating mistake; The network behavior type of user and the network behavior number of times of user, represent the type of the network operation that user performs respectively, and the number of times of the network operation of user's execution, also the demand that user is current can be reflected, such as, user performs repeatedly about the operation of fund aspect, then illustrate that user probably can propose relevant consulting for bankroll problem.
Wherein, the network behavior data of active user can be the network behavior data of establishment of connection time in predetermined interval of conversing with described IVR, thus it is certain ageing to ensure that the user's request data obtained have.Such as, only can obtain and set up before and after IVR call connection within 5 minutes, the network behavior data that active user produces.
And the present embodiment is when obtaining the network behavior data of active user, can be obtain from the one or more network systems corresponding to voice recommendation system.Wherein concrete obtain manner can have multiple, and such as, can be the Real-time Collection being realized data by real-time mating interface, also can be cleaned by daily record, or obtained by the mode of data on off-line data and near line being carried out to data analysis.Wherein network system can be e-commerce system, such as network payment platform etc., and the embodiment of the present application does not limit this.
S304: voice recommendation system selects the voice service module with described network behavior data match from the voice service module preset.
This step, when specific implementation, can pre-set many matched rules, and every bar preset rules is used for recognition network behavioral data itself.Such as, network behavior data are specially behavior error information, such as code error code, therefore judge to meet " code error code is true " this matched rule, select the voice broadcast module that this matched rule is corresponding, such as voice module etc. given for change by password amendment voice module or password.Again such as, network behavior data are specially network behavior type, and such as user carries out fund operation, therefore judge to meet " performing fund operation " this matched rule, select the voice broadcast module that this matched rule is corresponding, such as bankroll problem module etc.
S305: the voice service module matched described in voice recommendation system returns to described IVR system carries out voice broadcast.
Known by technique scheme, in the present embodiment, voice recommendation system by getting the account information of active user from IVR system, according to account acquisition of information network behavior data, thus got the demand of active user, to realize reporting to active user the voice service module more meeting user's request.
Respectively illustrated two kinds of obtain manners of the demand for services data to active user above by two embodiments, in an embodiment below, above-mentioned two kinds of obtain manners are combined.
Refer to Fig. 4, the embodiment of the present application provides the 4th embodiment of the voice broadcast method based on IVR, with other embodiments unlike, demand for services data comprise the data of the network behavior data of active user and active user initiatively input in the present embodiment.
The present embodiment comprises:
The service recommendation request to active user that S401: voice recommendation system acceptance IVR system sends; Described active user converses with the built vertical IVR of described IVR system and is connected.
In the present embodiment, IVR call can be initiatively initiated by active user, also initiatively can be initiated by IVR system.Situation about wherein initiatively being initiated by IVR system can be abnormal behaviour active user being detected, such as, when the behavior error information of active user when carrying out network operation being detected, initiatively initiates IVR call request to active user.
S402: voice recommendation system obtains the account information of described active user from described IVR system.
The account information of active user, specifically can be inputted by active user, such as, by the mode of voice message, is inputted the account information such as ID card No. by active user.Also directly can obtain and set up the account information of the user's incoming call (such as cell-phone number etc.) when IVR call connects as active user.
As shown in Figure 4, the account information of active user can be included in the service recommendation request that in step S401, IVR system sends, therefore in this step, directly can obtain this account information from this request.
S403: voice recommendation system obtains the network behavior data of described active user according to described account information, using as demand for services data.
The network behavior data of active user, can comprise at least one in following data: the network behavior type of active user, network behavior number of times and behavior error information.
Wherein, the network behavior data of active user can be the network behavior data of establishment of connection time in predetermined interval of conversing with described IVR, thus it is certain ageing to ensure that the user's request data obtained have.Such as, only can obtain and set up before and after IVR call connection within 5 minutes, the network behavior data that active user produces.
And the present embodiment is when obtaining the network behavior data of active user, can be obtain from the one or more network systems (such as e-commerce system) corresponding to voice recommendation system.Wherein concrete obtain manner can have multiple, and such as, can be by real-time mating interface, realize the Real-time Collection of data, also can be cleaned by daily record, or obtained by the mode of data on off-line data and near line being carried out to data analysis.
S404: voice recommendation system obtains the speech data of active user's input from described IVR system.
Report corresponding voice message by IVR system to user, user can be made to propose corresponding counseling problem, as the speech data of active user's input.
S405: described speech data is converted to corresponding text data by voice recommendation system.
It should be noted that, in the diagram, comprise two submodules for voice recommendation system: precisely service platform and text-converted platform are illustrated.Wherein, voice recommendation system completes the conversion of speech data and text data especially by text-converted platform.This Module Division mode of Fig. 4 does not limit the embodiment of the present application.
It should be noted that, in the present embodiment, for these four steps of S402 to S405, only need meet step S403 and perform after step S402, step S405 performs after step S404, and in addition execution sequence each other not by any restriction.Illustrate only in Fig. 4 and first perform step S402 and S403, then perform a kind of example of step S404 and S405, can not be used for limiting the application.
Due in the diagram, first obtain the account information of active user, then obtain active user input speech data, therefore, the account information can directly obtain from service recommendation request.And if in other embodiments of the application, first obtain the speech data of active user's input, then obtain the account information of active user, then this account information can directly obtain from service recommendation request.
S406: voice recommendation system using described text data and described network behavior data jointly as described demand for services data.
S407: voice recommendation system selects the voice service module with described demand for services data match from the voice service module preset.
As shown in Figure 4, demand for services data due to the present embodiment comprise text data and network behavior data two parts data, the voice service module that therefore can select coupling respectively based on these two parts data combines, and now can also carry out the operations such as prioritization by IVR system to the voice service module chosen respectively.
Such as, voice recommendation system selects the voice service module matched with text data and includes from the voice service module preset: voice module revised by password and voice module totally two voice service modules given for change by password, select and include with the voice service module of network behavior data match: password revises voice module and bankroll problem module totally two voice service modules, finally choosing result is: password amendment voice module, password gives voice module and bankroll problem module totally three voice service modules for change, and the voice service module repeated can be arranged higher priority, reported by IVR System Priority,
Wherein, when choosing the voice service module matched with text data, in fact can the category information corresponding according to text data choose.Particularly, can also comprise in the present embodiment: determine corresponding category information based on described text data, and with the voice service module that described text data matches, be specially the voice service module matched with described category information.Related content refers to method second embodiment that the application provides, and repeats no more here.
S408: the voice service module matched described in voice recommendation system returns to described IVR system carries out voice broadcast.
Known by technique scheme, in the present embodiment, voice recommendation system by getting the account information of active user and the speech data of input from IVR system, according to account acquisition of information network behavior data and speech data is converted to corresponding text data, thus got the demand of active user, to realize reporting to active user the voice service module more meeting user's request.
Corresponding with said method embodiment, present invention also provides the device embodiment of voice recommendation system.
Refer to Fig. 5, the embodiment of the present application provides the first embodiment of voice recommendation system, and the present embodiment is corresponding with the first embodiment of voice broadcast method.
The present embodiment comprises: receiving element 501, acquiring unit 502, choose unit 503 and return unit 504.
The service recommendation request to active user that receiving element 501 sends for receiving IVR system; Described active user converses with the built vertical IVR of described IVR system and is connected.
Establish after IVR converses active user and IVR system in the present embodiment, no longer report according to fixing voice broadcast flow process, but to the service recommendation request of voice recommendation system transmission to active user, thus the voice broadcasting modes of voice recommendation system acquisition to active user's personalization can be made.
Wherein, IVR call can be initiatively initiated by active user, and such as, the call request that IVR system acceptance active user initiatively initiates, the IVR set up between active user converses.IVR call also can be initiatively initiated by IVR system, and such as, IVR system initiatively initiates call request to active user, and when after the reception call request receiving active user, the IVR set up between active user converses.
The service recommendation request that IVR system sends can have various ways, and only needing to indicate IVR system needs to carry out personalized voice broadcast to active user.Such as, IVR system can send the data that can indicate active user's demand directly or indirectly, the such as speech data of active user's input or the account information etc. of active user, now, these data indicating active user's demand directly or indirectly can directly as service recommendation request.
Acquiring unit 502 is for obtaining the demand for services data of active user.
The demand for services data of active user can indicate to be set up IVR and to converse the demand for services of the active user be connected with IVR system.The present embodiment does not limit the mode obtaining demand for services data, can be as demand for services data using the data of active user's active input, such as, active user and IVR system are set up after IVR converses, active user can input speech data according to voice message, this speech data can embody the demand for services of active user, therefore this speech data is converted to corresponding text data using as demand for services data.Also can be that demand for services data are obtained to user behavior analysis, such as, active user sets up in front and back a period of time of IVR call connection, create corresponding network behavior data, the error information of such as user login code mistake, to operation information of bankroll problem etc., and these network behavior data, also can reflect the demand for services of user, therefore it can be used as demand for services data.Certainly, also can using the network behavior data of above-mentioned text data and user jointly as demand for services data.
Choose unit 503 for selecting the voice service module with described demand for services data match from the voice service module preset.
In voice recommendation system, be preset with multiple voice service module, each voice service module correspondence reports function accordingly, therefore also corresponding corresponding service.Such as, voice inquirement service module, reports the voice message of query function for information about to active user, to realize providing information inquiry service to active user.
Therefore default voice service module mates with the demand for services data of active user by the unit 503 of choosing of the present embodiment, therefrom selects the one or more voice service modules matched.Wherein when specific implementation, can pre-set many matched rules, every bar preset rules is for the category information of the content or correspondence that identify demand for services data itself.Wherein every bar matched rule all has corresponding voice service module, when judging a certain bar matched rule of the demand for services data fit of active user, namely selects the voice service module corresponding to this matched rule.Wherein, the corresponding relation of matched rule and voice service module, can take the artificial mode arranged, also can arrange according to the matching degree of matched rule and voice service module.
It should be noted that, if when there is not the module with demand for services data match in the voice module preset, then choose unit 503 and can notify that IVR system carries out voice broadcast according to fixing voice broadcast flow process.
Return unit 504 and carry out voice broadcast for the voice service module matched described in returning to described IVR system.
Wherein, returning unit 504 can be that the mark of the voice service module matched is back to IVR system, got the voice service module needing to report to active user by IVR system according to this mark, thus provide personalized voice broadcast to active user.
Known by technique scheme, active user and IVR system are set up after IVR converses and be connected, receiving element 501 can receive the service recommendation request to active user that IVR system sends, acquiring unit 502 can obtain the demand for services data of active user afterwards, and choose unit 503 and can select the voice service module with demand for services data match from the voice service module preset, be back to IVR system carry out voice broadcast by returning unit 504, thus make IVR system can no longer according to fixing voice broadcast flow process, but report the voice service module more meeting active user's demand personalizedly, therefore active user is when obtaining respective service, namely the voice service module of needs can be navigated to without the need to repeatedly feedback operation, decrease the voice broadcast time, reduce call loss, thus decrease taking system resource.
It should be noted that, in the present embodiment, the voice service module preset can exist with the form of group, such as, be preset with multiple voice service module group, wherein each voice service module group, comprises the voice service module of multiple level association.Now choose unit 503 to be actually to choose the voice service module group matched from the voice service module group preset, what return that unit 504 returns to IVR system is also the voice service module group chosen.
In the present embodiment, voice recommendation system, by the demand for services data of active user, selects the voice service module meeting user's request.Wherein, demand for services data can obtain in several ways, such as, can be the data that active user initiatively inputs, or the network behavior data of active user, can certainly be the combinations of above-mentioned two kinds of data, be described below respectively by three embodiments.
Refer to Fig. 6, the embodiment of the present application provides the second embodiment of voice recommendation system, and the present embodiment is corresponding with the second embodiment of voice broadcast method.With other embodiments unlike, demand for services data are the data of active user's initiatively input in the present embodiment.
The present embodiment comprises: receiving element 601, acquiring unit 602, choose unit 603 and return unit 604.
The service recommendation request to active user that receiving element 601 sends for receiving IVR system; Described active user converses with the built vertical IVR of described IVR system and is connected.In the present embodiment, IVR call can be initiatively initiated by active user, also initiatively can be initiated by IVR system.
Acquiring unit 602 comprises: first obtains subelement 6021 and converting unit 6022.
First obtains subelement 6021 for obtaining the speech data of active user's input from described IVR system.
Corresponding voice message is reported to user by IVR system, user can be made to propose corresponding counseling problem, such as, user wants to seek advice from the problem about logging in, counseling problem can be proposed: " password have forgotten ", " Password Input mistake ", " password bad " etc., thus the counseling problem that IVR system acceptance proposes to user, as the speech data of active user's input.Obviously, this speech data can embody the demand for services of user.Therefore the present embodiment obtains by first the speech data that subelement 6021 obtains active user's input from IVR system.Wherein, the speech data of active user's input in the service recommendation request that IVR system sends, can be included, obtain subelement 6021 by first and directly from this request, obtain this speech data.
Converting unit 6022 for described speech data being converted to corresponding text data, using as demand for services data.Wherein, converting unit 6022 is specifically as follows text-converted platform.
Choose unit 603 for selecting the voice service module matched with described text data from the voice service module preset.
When choosing the voice service module matched with text data, in fact can the category information corresponding according to text data choose.Particularly, can also comprise taxon in the present embodiment, taxon is used for determining corresponding category information based on described text data.The voice service module matched with described text data now choosing that unit 603 chooses, is specially the voice service module matched with described category information.Such as, text data according to the speech data conversion of active user's input is specially " I has forgotten password ", determine that corresponding category information is for " password is forgotten ", therefore chooses the voice service module matched with " password is forgotten " according to text data.Wherein, category information can be previously provided with corresponding voice service module, now directly can obtain voice service module corresponding to this category information as the result finally chosen.It should be added that, semantic analysis can be carried out to by text-converted platform to text data when determining corresponding category information according to text data, determine corresponding category information according to semantic analysis result.
Return unit 604 and carry out voice broadcast for the voice service module matched described in returning to described IVR system.
Known by technique scheme, in the present embodiment, the speech data that subelement 6021 gets active user's input from IVR system is obtained by first, and by converting unit 6022, this speech data is converted to corresponding text data, thus got the demand of active user, to realize reporting to active user the voice service module more meeting user's request.
In an embodiment below, active user without the need to initiatively inputting speech data, but according to the network behavior data acquisition of the active user demand to user.
Refer to Fig. 7, the embodiment of the present application provides the 3rd embodiment of voice recommendation system, and the present embodiment is corresponding with the 3rd embodiment of voice broadcast method.With other embodiments unlike, demand for services data are the network behavior data of active user in the present embodiment.
The present embodiment comprises: receiving element 701, acquiring unit 702, choose unit 703 and return unit 704.
The service recommendation request to active user that receiving element 701 sends for receiving IVR system; Described active user converses with the built vertical IVR of described IVR system and is connected.
In the present embodiment, IVR call can be initiatively initiated by active user, also initiatively can be initiated by IVR system.Situation about wherein initiatively being initiated by IVR system can be abnormal behaviour active user being detected, such as, when the behavior error information of active user when carrying out network operation being detected, initiatively initiates IVR call request to active user.
Acquiring unit 702 comprises the second acquisition subelement 7021 and the 3rd and obtains subelement 7022.
Second obtains subelement 7021 for obtaining the account information of described active user from described IVR system.
Need in the present embodiment to obtain the network behavior data of active user, therefore need the account information first getting active user, thus determine that to set up IVR converses the active user be connected with IVR system.
Wherein, the account information of active user, specifically can be inputted by active user, such as, by the mode of voice message, is inputted the account information such as ID card No. by active user.Also directly can obtain and set up the account information of the user's incoming call (such as cell-phone number etc.) when IVR call connects as active user.Wherein, the account information of active user in the service recommendation request that IVR system sends, can be included, obtain subelement 7021 by second and directly from this request, obtain this account information.
3rd obtains subelement 7022 for obtaining the network behavior data of described active user according to described account information, using as demand for services data.
User, when carrying out network operation, can produce corresponding network behavior data, and these network behavior data, often also can reflect the demand for services of user.Such as, the network behavior data of active user, can comprise at least one in following data: the network behavior type of active user, network behavior number of times and behavior error information.Wherein, behavior error information can reflect that user occurs mistake when performing certain operation, and so very possible user can propose relevant consulting for the problem about this operating mistake; The network behavior type of user and the network behavior number of times of user, represent the type of the network operation that user performs respectively, and the number of times of the network operation of user's execution, also the demand that user is current can be reflected, such as, user performs repeatedly about the operation of fund aspect, then illustrate that user probably can propose relevant consulting for bankroll problem.
Wherein, the network behavior data of active user can be the network behavior data of establishment of connection time in predetermined interval of conversing with described IVR, thus it is certain ageing to ensure that the user's request data obtained have.Such as, only can obtain and set up before and after IVR call connection within 5 minutes, the network behavior data that active user produces.
And the 3rd obtains subelement 7022 when obtaining the network behavior data of active user, can be obtain from the one or more network systems corresponding to voice recommendation system.Wherein concrete obtain manner can have multiple, and such as, can be the Real-time Collection being realized data by real-time mating interface, also can be cleaned by daily record, or obtained by the mode of data on off-line data and near line being carried out to data analysis.Wherein network system can be e-commerce system, such as network payment platform etc., and the embodiment of the present application does not limit this.
Choose unit 703 for selecting the voice service module with described network behavior data match from the voice service module preset.
This step, when specific implementation, can pre-set many matched rules, and every bar preset rules is used for recognition network behavioral data itself.Such as, network behavior data are specially behavior error information, such as code error code, therefore judge to meet " code error code is true " this matched rule, select the voice broadcast module that this matched rule is corresponding, such as voice module etc. given for change by password amendment voice module or password.Again such as, network behavior data are specially network behavior type, and such as user carries out fund operation, therefore judge to meet " performing fund operation " this matched rule, select the voice broadcast module that this matched rule is corresponding, such as bankroll problem module etc.
Return unit 704 and carry out voice broadcast for the voice service module matched described in returning to described IVR system.
Known by technique scheme, in the present embodiment, the account information that subelement 7021 gets active user from IVR system is obtained by second, 3rd obtains subelement 7022 according to account acquisition of information network behavior data, thus got the demand of active user, to realize reporting to active user the voice service module more meeting user's request.
Respectively illustrated two kinds of obtain manners of the demand for services data to active user above by two embodiments, in an embodiment below, above-mentioned two kinds of obtain manners are combined.
Refer to Fig. 8, the embodiment of the present application provides the 4th embodiment of voice recommendation system, and the present embodiment is corresponding with the 4th embodiment of voice broadcast method.With other embodiments unlike, demand for services data comprise the data of the network behavior data of active user and active user initiatively input in the present embodiment.
The present embodiment comprises: receiving element 801, acquiring unit 802, choose unit 803 and return unit 804.
The service recommendation request to active user that receiving element 801 sends for receiving IVR system; Described active user converses with the built vertical IVR of described IVR system and is connected.
Acquiring unit 802 comprises the first acquisition subelement 8021, converting unit 8022, second obtains subelement 8023 and the 3rd acquisition subelement 8024.
First obtains the speech data that subelement 8021 obtains active user's input from described IVR system.
Converting unit 8022 is for being converted to corresponding text data by described speech data.
Second obtains subelement 8023 for obtaining the account information of described active user from described IVR system.
3rd obtains subelement 8024 for obtaining the network behavior data of described active user according to described account information, using described text data and described network behavior data jointly as described demand for services data.
Wherein, the network behavior data of active user, can comprise at least one in following data: the network behavior type of active user, network behavior number of times and behavior error information.Further, the network behavior data of active user can be the network behavior data of establishment of connection time in predetermined interval of conversing with described IVR, thus it is certain ageing to ensure that the user's request data obtained have.Such as, only can obtain and set up before and after IVR call connection within 5 minutes, the network behavior data that active user produces.
Choose unit 803 for selecting the voice service module with described demand for services data match from the voice service module preset.
Demand for services data due to the present embodiment comprise text data and network behavior data two parts data, the voice service module that therefore can select coupling respectively based on these two parts data combines, and now can also carry out the operations such as prioritization by IVR system to the voice service module chosen respectively.
Such as, choose unit 803 to select the voice service module matched with text data and include from the voice service module preset: voice module revised by password and voice module totally two voice service modules given for change by password, select and include with the voice service module of network behavior data match: password revises voice module and bankroll problem module totally two voice service modules, finally choosing result is: password amendment voice module, password gives voice module and bankroll problem module totally three voice service modules for change, and the voice service module repeated can be arranged higher priority, reported by IVR System Priority,
Wherein, when choosing the voice service module matched with text data, in fact can the category information corresponding according to text data choose.Particularly, can also comprise taxon in the present embodiment, taxon is used for determining corresponding category information based on described text data.And the voice service module matched with described text data choosing that unit 803 chooses, is specially the voice service module matched with described category information.Related content refers to system second embodiment that the application provides, and repeats no more here.
Return unit 804 and carry out voice broadcast for the voice service module matched described in returning to described IVR system.
Known by technique scheme, in the present embodiment, obtain subelement 8023 by the first acquisition subelement 8021 and the 3rd from IVR system, get the account information of active user and the speech data of input, 4th obtains subelement 8024 according to account acquisition of information network behavior data and speech data to be converted to corresponding text data by converting unit 8022, thus got the demand of active user, to realize reporting to active user the voice service module more meeting user's request.
It should be noted that, in this article, the such as relational terms of first and second grades and so on is only used for an entity or operation to separate with another entity or operating space, and not necessarily requires or imply the relation that there is any this reality between these entities or operation or sequentially.And, term " comprises ", " comprising " or its any other variant are intended to contain comprising of nonexcludability, thus make to comprise the process of a series of key element, method, article or equipment and not only comprise those key elements, but also comprise other key elements clearly do not listed, or also comprise by the intrinsic key element of this process, method, article or equipment.When not more restrictions, the key element limited by statement " comprising ... ", and be not precluded within process, method, article or the equipment comprising described key element and also there is other identical element.
The foregoing is only the preferred embodiment of the application, be not intended to limit the protection range of the application.Any amendment done within all spirit in the application and principle, equivalent replacement, improvement etc., be all included in the protection range of the application.
Claims (14)
1. based on a voice broadcast method of IVR, it is characterized in that, comprising:
The service recommendation request to active user that voice recommendation system acceptance IVR system sends; Described active user converses with the built vertical IVR of described IVR system and is connected;
Described voice recommendation system obtains the demand for services data of described active user;
Described voice recommendation system chooses the voice service module with described demand for services data match from the voice service module preset;
The voice service module matched described in described voice recommendation system returns to described IVR system carries out voice broadcast.
2. method according to claim 1, is characterized in that, the demand for services data of the described active user of described acquisition comprise:
The speech data of active user's input is obtained from described IVR system;
Described speech data is converted to corresponding text data, using as described demand for services data.
3. method according to claim 1, is characterized in that, the demand for services data of the described active user of described acquisition comprise:
The account information of described active user is obtained from described IVR system;
The network behavior data of described active user are obtained, using as described demand for services data based on described account information.
4. method according to claim 1, is characterized in that, the demand for services data of the described active user of described acquisition comprise:
The speech data of described active user input and the account information of described active user is obtained from described IVR system;
Described speech data is converted to corresponding text data;
The network behavior data of described active user are obtained based on described account information;
Using described text data and described network behavior data jointly as described demand for services data.
5. the method according to claim 2 or 4, is characterized in that, described method also comprises: determine corresponding category information based on described text data;
The voice service module matched with described text data, is specially the voice service module matched with described category information.
6. the method according to claim 3 or 4, is characterized in that, described network behavior data comprise at least one in following data:
Network behavior type, network behavior number of times and behavior error information.
7. the method according to claim 3 or 4, is characterized in that, described network behavior data are specially the network behavior data of establishment of connection time in predetermined interval of conversing with described IVR.
8. a voice recommendation system, is characterized in that, comprising:
Receiving element, for receiving the service recommendation request to active user that IVR system sends; Described active user converses with the built vertical IVR of described IVR system and is connected;
Acquiring unit, after receiving described service recommendation request at described receiving element, obtains the demand for services data of described active user;
Choose unit, for choosing the voice service module with described demand for services data match from the voice service module preset;
Return unit, carry out voice broadcast for the voice service module matched described in returning to described IVR system.
9. system according to claim 8, is characterized in that, described acquiring unit comprises:
First obtains subelement, for obtaining the speech data of active user's input from described IVR system;
Converting unit, for described speech data being converted to corresponding text data, using as described demand for services data.
10. system according to claim 8, is characterized in that, described acquiring unit comprises:
Second obtains subelement, for obtaining the account information of described active user from described IVR system;
3rd obtains subelement, for obtaining the network behavior data of described active user based on described account information, using as described demand for services data.
11. systems according to claim 8, is characterized in that, described acquiring unit comprises:
First obtains subelement, for obtaining the speech data of active user's input from described IVR system;
Converting unit, for being converted to corresponding text data by described speech data;
Second obtains subelement, for obtaining the account information of described active user from described IVR system;
3rd obtains subelement, for obtaining the network behavior data of described active user based on described account information, using described text data and described network behavior data jointly as described demand for services data.
12. systems according to claim 9 or 11, it is characterized in that, described system also comprises taxon;
Described taxon is used for determining corresponding category information based on described text data;
The voice service module matched with described text data, is specially the voice service module matched with described category information.
13. systems according to claim 10 or 11, it is characterized in that, described network behavior data comprise at least one in following data:
Network behavior type, network behavior number of times and behavior error information.
14. systems according to claim 10 or 11, is characterized in that, described network behavior data are specially the network behavior data of establishment of connection time in predetermined interval of conversing with described IVR.
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| CN110266897B (en) | 2020-10-20 |
| CN110266897A (en) | 2019-09-20 |
| CN105208231B (en) | 2019-07-05 |
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Effective date of registration: 20191223 Address after: P.O. Box 31119, grand exhibition hall, hibiscus street, 802 West Bay Road, Grand Cayman, British Cayman Islands Patentee after: Innovative advanced technology Co., Ltd Address before: Cayman Islands Grand Cayman capital building, a four storey No. 847 mailbox Patentee before: Alibaba Group Holding Co., Ltd. |