CN105208231B - A kind of voice broadcast method and related system based on IVR - Google Patents
A kind of voice broadcast method and related system based on IVR Download PDFInfo
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- CN105208231B CN105208231B CN201410258066.0A CN201410258066A CN105208231B CN 105208231 B CN105208231 B CN 105208231B CN 201410258066 A CN201410258066 A CN 201410258066A CN 105208231 B CN105208231 B CN 105208231B
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Abstract
This application provides a kind of voice broadcast method and related system based on IVR, which comprises voice recommendation system receives the service recommendation to active user that IVR system is sent and requests；The active user and the IVR system have been established IVR call and connect；Obtain the demand for services data of the active user；The voice service module to match with the demand for services data is chosen from preset voice service module；Voice broadcast is carried out to the voice service module to match described in IVR system return.It can be seen that, voice recommendation system is by returning to the voice service module to match with demand for services data in the application, so that IVR system broadcasts the voice service module for more meeting active user's demand personalizedly, therefore active user is when obtaining respective service, the voice service module of needs can be navigated to without multiple feedback operation, reduce the voice broadcast time, call loss is reduced, to reduce the occupancy to system resource.
Description
Technical field
This application involves network technique fields, more particularly, to a kind of voice broadcast method based on IVR and phase relation
System.
Background technique
IVR (Interactive Voice Response, i.e. interactive voice response) is a kind of voice service
Value-added service.By broadcasting corresponding voice prompting and the feedback operation of user to user, it can realize and provide a user
Corresponding voice service.For example, user carries out accordingly by dialing specified telephone number, and according to the voice prompting of casting
Selection, can inquire the account information etc. of user, further can also carry out the operations such as corresponding modification to the account.
However, current IVR when carrying out voice broadcast, is according to fixed voice broadcast process, and with service
Type increases, and often level is more for this voice broadcast process, and user needs multiple feedback operation that could obtain corresponding clothes
It is engaged in, not only voice broadcast overlong time, call loss is serious, and occupies more system resource.
Summary of the invention
The technical issues of the application solves is to provide a kind of voice broadcast method and related system based on IVR, use
Family can either obtain corresponding service without multi-pass operation, to reduce the voice broadcast time, reduce call loss, the system for reducing occupancy
Resource.
For this purpose, the technical solution that the application solves technical problem is:
This application provides a kind of voice broadcast methods based on IVR, comprising:
Voice recommendation system receives the service recommendation to active user that IVR system is sent and requests；The active user
IVR call has been established with the IVR system to connect；
The voice recommendation system obtains the demand for services data of the active user；
The voice recommendation system is chosen from preset voice service module to match with the demand for services data
Voice service module；
The voice recommendation system carries out voice to the voice service module to match described in IVR system return and broadcasts
Report.
Optionally, the demand for services data for obtaining the active user include:
The voice data of active user's input is obtained from the IVR system；
The voice data is converted into corresponding text data, using as the demand for services data.
Optionally, the demand for services data for obtaining the active user include:
The account information of the active user is obtained from the IVR system；
The network behavior data that the active user is obtained based on the account information, using as the demand for services number
According to.
Optionally, the demand for services data for obtaining the active user include:
The voice data of active user's input and the account of the active user are obtained from the IVR system
Information；
The voice data is converted into corresponding text data；
The network behavior data of the active user are obtained based on the account information；
By the text data and the network behavior data collectively as the demand for services data.
Optionally, the method also includes: corresponding category information is determined based on the text data；
The voice service module to match with the text data, the voice clothes specially to match with the category information
Business module.
Optionally, the network behavior data include at least one of following data:
Network behavior type, network behavior number and behavior error information.
Optionally, the network behavior data are specially with the IVR call establishment of connection time in preset interval
Interior network behavior data.
Present invention also provides a kind of voice recommendation systems, comprising:
Receiving unit, the service recommendation to active user for receiving IVR system transmission are requested；The active user
IVR call has been established with the IVR system to connect；
Acquiring unit, for obtaining the active user after the receiving unit receives the service recommendation request
Demand for services data；
Selection unit, for choosing the voice to match with the demand for services data from preset voice service module
Service module；
Return unit, for carrying out voice broadcast to the voice service module to match described in IVR system return.
Optionally, the acquiring unit includes:
First obtains subelement, for obtaining the voice data of active user's input from the IVR system；
Converting unit, for the voice data to be converted to corresponding text data, using as the demand for services number
According to.
Optionally, the acquiring unit includes:
Second obtains subelement, for obtaining the account information of the active user from the IVR system；
Third obtains subelement, for obtaining the network behavior data of the active user based on the account information, with
As the demand for services data.
Optionally, the acquiring unit includes:
First obtains subelement, for obtaining the voice data of active user's input from the IVR system；
Converting unit, for the voice data to be converted to corresponding text data；
Second obtains subelement, for obtaining the account information of the active user from the IVR system；
Third obtains subelement, will for obtaining the network behavior data of the active user based on the account information
The text data and the network behavior data are collectively as the demand for services data.
Optionally, the system also includes taxons；
The taxon is used to determine corresponding category information based on the text data；
The voice service module to match with the text data, the voice clothes specially to match with the category information
Business module.
Optionally, the network behavior data include at least one of following data:
Network behavior type, network behavior number and behavior error information.
Optionally, the network behavior data are specially with the IVR call establishment of connection time in preset interval
Interior network behavior data.
According to the above-mentioned technical solution, in the application, after active user establishes IVR call connection with IVR system,
The service recommendation to active user that voice recommendation system can receive IVR system transmission is requested, later voice recommendation system
The demand for services data of active user can be obtained, and are selected and the demand for services number from preset voice service module
According to the voice service module to match, it is back to IVR system and carries out voice broadcast, so that IVR system can be no longer
According to fixed voice broadcast process, but the voice service module for more meeting active user's demand is broadcasted personalizedly, therefore
Active user can navigate to the voice service module of needs without multiple feedback operation when obtaining respective service, reduce
The voice broadcast time reduces call loss, to reduce the occupancy to system resource.
Detailed description of the invention
In order to illustrate the technical solutions in the embodiments of the present application or in the prior art more clearly, to embodiment or will show below
There is attached drawing needed in technical description to be briefly described, it should be apparent that, the accompanying drawings in the following description is only this
Some embodiments of application for those of ordinary skill in the art without creative efforts, can be with
It obtains other drawings based on these drawings.
Fig. 1 is the flow diagram of the first embodiment of voice broadcast method provided by the embodiments of the present application；
Fig. 2 is the flow diagram of the second embodiment of voice broadcast method provided by the embodiments of the present application；
Fig. 3 is the flow diagram of the 3rd embodiment of voice broadcast method provided by the embodiments of the present application；
Fig. 4 is the flow diagram of the fourth embodiment of voice broadcast method provided by the embodiments of the present application；
Fig. 5 is the structural schematic diagram of the first embodiment of voice recommendation system provided by the embodiments of the present application；
Fig. 6 is the structural schematic diagram of the second embodiment of voice recommendation system provided by the embodiments of the present application；
Fig. 7 is the structural schematic diagram of the 3rd embodiment of voice recommendation system provided by the embodiments of the present application；
Fig. 8 is the structural schematic diagram of the fourth embodiment of voice recommendation system provided by the embodiments of the present application.
Specific embodiment
In order to make those skilled in the art better understand the technical solutions in the application, below in conjunction with the application reality
The attached drawing in example is applied, the technical scheme in the embodiment of the application is clearly and completely described, it is clear that described implementation
Example is merely a part but not all of the embodiments of the present application.Based on the embodiment in the application, this field is common
The application protection all should belong in technical staff's every other embodiment obtained without creative efforts
Range.
Referring to Fig. 1, the embodiment of the present application provides the first embodiment of the voice broadcast method based on IVR, this reality
Applying example includes:
S101: voice recommendation system receives the service recommendation to active user that IVR system is sent and requests；It is described to work as
Preceding user and the IVR system have been established IVR call and connect.
In the present embodiment after active user and IVR system establish IVR call, not according still further to fixed voice
Casting process is broadcasted, but can be sent to voice recommendation system and be requested the service recommendation of active user, so that language
Sound recommender system obtains the voice broadcasting modes to active user's personalization.
Wherein, IVR call can be actively is initiated by active user, for example, IVR system receives active user actively
The call request of initiation, the IVR established between active user converse.IVR call is also possible to by IVR system actively
It initiates, for example, IVR system actively initiates call request to active user, when the reception call request for receiving active user
Afterwards, the IVR established between active user converses.
The service recommendation request that IVR system is sent can only be needed there are many form it can be shown that IVR system needs
Personalized voice broadcast is carried out to active user.For example, can send being capable of directly or indirectly table for IVR system
The data of active user's demand are shown, such as the voice data or the account information of active user etc. of active user's input, this
When, which can request directly as service recommendation.
S102: the demand for services data of voice recommendation system acquisition active user.
The demand for services data of active user are it can be shown that establish the current use of IVR call connection with IVR system
The demand for services at family.The present embodiment without limitation, can be active user is actively defeated the mode for obtaining demand for services data
The data entered are as demand for services data, for example, after active user and IVR system establish IVR call, active user can be with
Voice data is inputted according to voice prompting, which can embody the demand for services of active user, therefore by the voice
Data are converted to corresponding text data using as demand for services data.It is also possible to analyze user behavior to obtain clothes
Demand data of being engaged in produces corresponding network row for example, active user established in front and back a period of time of IVR call connection
For data, for example, user login code mistake error information, to operation information of bankroll problem etc., and the network behavior number
According to being also able to reflect out the demand for services of user, therefore as demand for services data.It is of course also possible to by above-mentioned text
Data and the network behavior data of user are collectively as demand for services data.
S103: voice recommendation system selects and the demand for services data phase from preset voice service module
The voice service module matched.
In voice recommendation system, multiple voice service modules are preset with, each voice service module correspondence is broadcast accordingly
Report achievement can, therefore also corresponded to corresponding service.For example, voice inquirement service module, is looked into for information about to active user's casting
The voice prompting of function is ask, provides information query service to realize to active user.
In this step, preset voice service module is matched with the demand for services data of active user, therefrom
Select the one or more voice service modules to match.This step in specific implementation, can preset a plurality of matching
Rule, every preset rules content of demand for services data itself or corresponding category information for identification.Wherein every
All there is corresponding voice service module with rule, when a certain item matching rule of the demand for services data fit for judging active user
When then, that is, select voice service module corresponding to this matching rule.Wherein, pair of matching rule and voice service module
It should be related to, the mode being manually arranged can be taken, can also be set according to the matching degree of matching rule and voice service module
It sets.
It should be noted that if in preset voice module there is no match with demand for services data module when,
IVR system can be then notified to carry out voice broadcast according to fixed voice broadcast process.
S104: voice recommendation system carries out voice to the voice service module to match described in IVR system return
Casting.
Wherein, the mark that voice recommendation system can be the voice service module that will be matched is back to IVR system, by
IVR system gets the voice service module for needing to broadcast to active user according to the mark, to provide to active user
Personalized voice broadcast.
According to the above-mentioned technical solution, after active user and IVR system establish IVR call connection, voice recommendation
The service recommendation to active user that system can receive IVR system transmission is requested, and voice recommendation system can obtain and work as later
The demand for services data of preceding user, and the language to match with demand for services data is selected from preset voice service module
Sound service module is back to IVR system and carries out voice broadcast, so that IVR system can not be according still further to fixed language
Sound broadcasts process, but broadcasts the voice service module for more meeting active user's demand personalizedly, therefore active user is obtaining
When taking respective service, the voice service module of needs can be navigated to without multiple feedback operation, when reducing voice broadcast
Between, call loss is reduced, to reduce the occupancy to system resource.
It should be noted that in the present embodiment, preset voice service module can exist in the form of group, such as in advance
Equipped with multiple voice service module groups, wherein each voice service module group, including the associated voice service module of multiple levels.
Step S103 is actually that the voice service module group to match, step are chosen from preset voice service module group at this time
What is returned in S104 to IVR system is also the voice service module group of selection.
It being illustrated below by an example, it includes two-stage voice service module that password, which gives voice module group for change altogether,
Middle first order voice service module gives mode for change for user's selection: indicating to give for change by mobile phone mode by " 1 ", indicates logical by " 2 "
Lettergram mode is crossed to give for change.And second level voice service module includes two sub- voice service modules, voice prompting passes through hand respectively
Machine mode and lettergram mode carry out the operating process that password is given for change.If the demand for services data of user are the report of login password mistake
Wrong information, matching select password and give voice module group for change, then finally broadcast entire password to user and give voice module group for change, with
It provides a user password and gives service for change.
In the present embodiment, voice recommendation system passes through the demand for services data of active user, selects and meets user's need
The voice service module asked.Wherein, demand for services data can obtain in several ways, for example, it may be active user master
The data of dynamic input or the network behavior data of active user, naturally it is also possible to be the combination of above two data, divide below
It is not illustrated by three embodiments.
Referring to Fig. 2, the embodiment of the present application provides the second embodiment of the voice broadcast method based on IVR, with it
Unlike his embodiment, demand for services data are the data that active user is actively entered in the present embodiment.
The present embodiment includes:
S201: voice recommendation system receives the service recommendation to active user that IVR system is sent and requests；It is described to work as
Preceding user and the IVR system have been established IVR call and connect.
In the present embodiment, IVR call can be actively is initiated by active user, can also be by IVR system actively
It initiates.
S202: voice recommendation system obtains the voice data of active user's input from the IVR system.
Corresponding voice prompting is broadcasted to user by IVR system, user can be made to propose to ask questions accordingly,
For example, user wants consulting related the problem of can not logging in, can propose to ask questions: " password has forgotten ", " Password Input is wrong
Accidentally ", " password bad " etc., so that IVR system receives asking questions for user's proposition, as active user's input
Voice data.Obviously, which can embody the demand for services of user.Therefore in this step, by voice recommendation system
The voice data of active user's input is obtained from IVR system.
As shown in Fig. 2, may include having active user in the service recommendation request that IVR system is sent in step S201
The voice data of input, therefore the voice data can be directly obtained in this step from the request.
S203: the voice data is converted to corresponding text data by voice recommendation system, using as demand for services number
According to.
It should be noted that including two submodules with voice recommendation system in Fig. 2: accurate service platform and text
It is illustrated for conversion platform.Wherein, voice recommendation system completes voice data and text especially by text conversion platform
The conversion of data.This module division mode of Fig. 2 does not limit the embodiment of the present application.
S204: voice recommendation system is selected from preset voice service module to match with the text data
Voice service module.
It, can actually be according to the corresponding class of text data when choosing the voice service module to match with text data
Mesh information is chosen.It specifically, can also include: that corresponding classification letter is determined based on the text data in the present embodiment
Breath, and the voice service module to match with the text data, the voice clothes specially to match with the category information
Business module.For example, be specially " I has forgotten password " according to the text data of the voice data conversion of active user's input, according to
This article notebook data determines that corresponding category information is " password is forgotten ", therefore chooses the voice to match with " password is forgotten " and take
Business module.Wherein, category information can be previously provided with corresponding voice service module, can directly acquire classification letter at this time
Corresponding voice service module is ceased as the result finally chosen.It should be added that according to determining pair of text data
Semantic analysis can be carried out to this article notebook data to by text conversion platform when the category information answered, it is true according to semantic analysis result
Fixed corresponding category information.
This step in specific implementation, can preset a plurality of matching rule, every preset rules text for identification
The corresponding category information of data.For example, being selected if judging to meet " category information=password is forgotten " this matching rule
The corresponding voice broadcast module of category information " password is forgotten " is (it is also assumed that be the corresponding voice broadcast mould of this matching rule
Block), such as password modifies voice module or password gives voice module etc. for change.
S205: voice recommendation system carries out voice to the voice service module to match described in IVR system return
Casting.
According to the above-mentioned technical solution, in the present embodiment, voice recommendation system from IVR system by getting
The voice data of active user's input, and the voice data is converted into corresponding text data, to get current use
The demand at family, to realize the voice service module for more meeting user demand to active user's casting.
In following one embodiment, active user is not necessarily to be actively entered voice data, but according to active user's
Demand of the network behavior data acquisition to user.
Referring to Fig. 3, the embodiment of the present application provides the 3rd embodiment of the voice broadcast method based on IVR, with it
Unlike his embodiment, demand for services data are the network behavior data of active user in the present embodiment.
The present embodiment includes:
S301: voice recommendation system receives the service recommendation to active user that IVR system is sent and requests；It is described to work as
Preceding user and the IVR system have been established IVR call and connect.
In the present embodiment, IVR call can be actively is initiated by active user, can also be by IVR system actively
It initiates.The case where wherein actively being initiated by IVR system can be the abnormal behaviour for detecting active user, such as detect
When behavior error information of the active user when carrying out network operation, IVR call request actively is initiated to active user.
S302: voice recommendation system obtains the account information of the active user from the IVR system.
Need to obtain the network behavior data of active user in the present embodiment, it is therefore desirable to first get active user's
Account information, so that it is determined that going out to establish the active user of IVR call connection with IVR system.
Wherein, the account information of active user can specifically be inputted by active user, such as the side for passing through voice prompting
Formula inputs the account informations such as ID card No. by active user.User when establishing IVR call connection can also be directly acquired
Account information of the incoming call (such as cell-phone number etc.) as active user.
As shown in figure 3, may include having active user in the service recommendation request that IVR system is sent in step S301
Account information, therefore in this step, the account information can be directly obtained from the request.
S303: voice recommendation system obtains the network behavior data of the active user according to the account information, to make
For demand for services data.
User can generate corresponding network behavior data when carrying out network operation, and the network behavior data, often
It is able to reflect out the demand for services of user.For example, the network behavior data of active user, may include in following data at least
It is a kind of: network behavior type, network behavior number and the behavior error information of active user.Wherein, behavior error information energy
Enough reflect that user mistake occurs when executing some operation, then it is likely used only to user can asking for the related operating mistake
Topic proposes related consulting；The network behavior type of user and the network behavior number of user respectively indicate the net of user's execution
The number for the network operation that the type of network operation and user execute, is also able to reflect out the current demand of user, for example, with
Family performs the multiple operation in relation to fund aspect, then illustrates that user is likely to propose related consulting for bankroll problem.
Wherein, the network behavior data of active user can be with the IVR call establishment of connection time default
Network behavior data in interval, to guarantee that the user demand data obtained have certain timeliness.For example, can only obtain
It takes before and after establishing IVR call connection within 5 minutes, the network behavior data that active user generates.
And the present embodiment can be corresponding to the voice recommendation system when obtaining the network behavior data of active user
One or more network systems in obtain.Wherein specific acquisition modes can there are many, for example, it may be by docking in real time
Interface realize data real-time acquisition, be also possible to clean by log, or by data on off-line data and near line into
The mode of row data analysis is obtained.Wherein network system can be e-commerce system, such as network payment platform etc., this
Application embodiment does not limit this.
S304: voice recommendation system selects and the network behavior data phase from preset voice service module
The voice service module matched.
This step in specific implementation, can preset a plurality of matching rule, every preset rules network for identification
Behavioral data itself.For example, network behavior data are specially behavior error information, such as password error code, therefore judge
Meet " password error code is true " this matching rule, selects the corresponding voice broadcast module of this matching rule, example
Such as password modification voice module or password give voice module for change.In another example network behavior data are specially network behavior
Type, such as user are carrying out fund operation, therefore judge to meet " executing fund operation " this matching rule, choose
Corresponding voice broadcast module of this matching rule out, such as bankroll problem module etc..
S305: voice recommendation system carries out voice to the voice service module to match described in IVR system return
Casting.
According to the above-mentioned technical solution, in the present embodiment, voice recommendation system from IVR system by getting
The account information of active user, according to account acquisition of information network behavior data, so that the demand of active user has been got,
To realize the voice service module for more meeting user demand to active user's casting.
Two kinds of acquisition modes to the demand for services data of active user are respectively illustrated by two embodiments above,
Above two acquisition modes are combined in following one embodiment.
Referring to Fig. 4, the embodiment of the present application provides the fourth embodiment of the voice broadcast method based on IVR, with it
Unlike his embodiment, demand for services data include the network behavior data and current use of active user in the present embodiment
The data that family is actively entered.
The present embodiment includes:
S401: voice recommendation system receives the service recommendation to active user that IVR system is sent and requests；It is described to work as
Preceding user and the IVR system have been established IVR call and connect.
In the present embodiment, IVR call can be actively is initiated by active user, can also be by IVR system actively
It initiates.The case where wherein actively being initiated by IVR system can be the abnormal behaviour for detecting active user, such as detect
When behavior error information of the active user when carrying out network operation, IVR call request actively is initiated to active user.
S402: voice recommendation system obtains the account information of the active user from the IVR system.
The account information of active user can specifically be inputted by active user, such as by way of voice prompting, by working as
Preceding user inputs the account informations such as ID card No..User's incoming call number when establishing IVR call connection can also be directly acquired
Account information of the code (such as cell-phone number etc.) as active user.
As shown in figure 4, may include having active user in the service recommendation request that IVR system is sent in step S401
Account information, therefore in this step, the account information can be directly obtained from the request.
S403: voice recommendation system obtains the network behavior data of the active user according to the account information, to make
For demand for services data.
The network behavior data of active user, may include at least one of following data: the network row of active user
For type, network behavior number and behavior error information.
Wherein, the network behavior data of active user can be with the IVR call establishment of connection time default
Network behavior data in interval, to guarantee that the user demand data obtained have certain timeliness.For example, can only obtain
It takes before and after establishing IVR call connection within 5 minutes, the network behavior data that active user generates.
And the present embodiment can be corresponding to the voice recommendation system when obtaining the network behavior data of active user
One or more network systems (such as e-commerce system) in obtain.Wherein specific acquisition modes can there are many, for example,
It can be through real-time mating interface, realize the real-time acquisition of data, be also possible to clean by log, or by offline
The mode that data carry out data analysis in data and near line is obtained.
S404: voice recommendation system obtains the voice data of active user's input from the IVR system.
Corresponding voice prompting is broadcasted to user by IVR system, user can be made to propose to ask questions accordingly,
Voice data as active user's input.
S405: the voice data is converted to corresponding text data by voice recommendation system.
It should be noted that including two submodules with voice recommendation system in Fig. 4: accurate service platform and text
It is illustrated for conversion platform.Wherein, voice recommendation system completes voice data and text especially by text conversion platform
The conversion of data.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 this four steps of S402 to S405, need to only meet step S
403 execute after step S402, and step S405 is executed after step S404, and in addition to this mutual execution
Sequence is not by any restriction.It is illustrated only in Fig. 4 and first carries out step S402 and S403, then execute step S404 and S405
A kind of example can not be used to limit the application.
Due in Fig. 4, the account information of active user is first obtained, then obtains the voice data of active user's input, because
This, account information can be obtained directly from service recommendation request.And if first obtaining and working as in the application other embodiments
The voice data of preceding user's input, then obtain the account information of active user, then the account information can be directly from service recommendation
It is obtained in request.
S406: voice recommendation system is by the text data and the network behavior data collectively as the service
Demand data.
S407: voice recommendation system selects and the demand for services data phase from preset voice service module
The voice service module matched.
As shown in figure 4, since the demand for services data of the present embodiment include text data and network behavior data two parts
Data, therefore can be selected matched voice service module respectively based on two parts data and be combined, at this time can be with
The operation such as priority ranking is carried out to the voice service module chosen respectively by IVR system.
It is taken for example, voice recommendation system selects the voice to match with text data from preset voice service module
Business module includes: password modification voice module and password give voice module totally two voice service modules for change, select and net
The voice service module that network behavioral data matches includes: password modifies voice module and bankroll problem module totally two voices
Service module finally chooses result are as follows: password modification voice module, password give voice module for change and bankroll problem module is total
Three voice service modules, and duplicate voice service module can be arranged to higher priority, it is preferential by IVR system
Casting,
It wherein, can actually be according to text data pair when choosing the voice service module to match with text data
The category information answered is chosen.It specifically, can also include: that corresponding class is determined based on the text data in the present embodiment
Mesh information, and the voice service module to match with the text data, the language specially to match with the category information
Sound service module.Related content refers to method second embodiment provided by the present application, and which is not described herein again.
S408: voice recommendation system carries out voice to the voice service module to match described in IVR system return
Casting.
According to the above-mentioned technical solution, in the present embodiment, voice recommendation system from IVR system by getting
The account information of active user and the voice data of input, according to account acquisition of information network behavior data and by voice
Data are converted to corresponding text data, to get the demand of active user, are more accorded with realizing to active user's casting
Close the voice service module of user demand.
Corresponding with above method embodiment, present invention also provides the Installation practices of voice recommendation system.
Referring to Fig. 5, the embodiment of the present application provides the first embodiment of voice recommendation system, the present embodiment is broadcast with voice
The first embodiment of reporting method is corresponding.
The present embodiment includes: receiving unit 501, acquiring unit 502, selection unit 503 and return unit 504.
The service recommendation to active user that receiving unit 501 is used to receive IVR system transmission is requested；The current use
Family and the IVR system have been established IVR call and connect.
In the present embodiment after active user and IVR system establish IVR call, not according still further to fixed voice
Casting process is broadcasted, but can be sent to voice recommendation system and be requested the service recommendation of active user, so that language
Sound recommender system obtains the voice broadcasting modes to active user's personalization.
Wherein, IVR call can be actively is initiated by active user, for example, IVR system receives active user actively
The call request of initiation, the IVR established between active user converse.IVR call is also possible to by IVR system actively
It initiates, for example, IVR system actively initiates call request to active user, when the reception call request for receiving active user
Afterwards, the IVR established between active user converses.
The service recommendation request that IVR system is sent can only be needed there are many form it can be shown that IVR system needs
Personalized voice broadcast is carried out to active user.For example, can send can be directly or indirectly for IVR system
Represent the data of active user's demand, such as the voice data or the account information of active user etc. of active user's input,
At this point, the data for directly or indirectly representing active user's demand can be requested directly as service recommendation.
Acquiring unit 502 is used to obtain the demand for services data of active user.
The demand for services data of active user are it can be shown that establish the current use of IVR call connection with IVR system
The demand for services at family.The present embodiment without limitation, can be active user is actively defeated the mode for obtaining demand for services data
The data entered are as demand for services data, for example, after active user and IVR system establish IVR call, active user can be with
Voice data is inputted according to voice prompting, which can embody the demand for services of active user, therefore by the voice
Data are converted to corresponding text data using as demand for services data.It is also possible to analyze user behavior to obtain clothes
Demand data of being engaged in produces corresponding network row for example, active user established in front and back a period of time of IVR call connection
For data, for example, user login code mistake error information, to operation information of bankroll problem etc., and the network behavior number
According to being also able to reflect out the demand for services of user, therefore as demand for services data.It is of course also possible to by above-mentioned text
Data and the network behavior data of user are collectively as demand for services data.
Selection unit 503 is used to select from preset voice service module to match with the demand for services data
Voice service module.
In voice recommendation system, multiple voice service modules are preset with, each voice service module correspondence is broadcast accordingly
Report achievement can, therefore also corresponded to corresponding service.For example, voice inquirement service module, is looked into for information about to active user's casting
The voice prompting of function is ask, provides information query service to realize to active user.
Therefore the selection unit 503 of the present embodiment is by the demand for services data of preset voice service module and active user
It is matched, therefrom selects the one or more voice service modules to match.Wherein in specific implementation, it can set in advance
Set a plurality of matching rule, every preset rules content of demand for services data itself or corresponding category information for identification.
Wherein every matching rule all has corresponding voice service module, when the demand for services data fit for judging active user
When one matching rule, that is, select voice service module corresponding to this matching rule.Wherein, matching rule and voice take
The corresponding relationship for module of being engaged in, can take the mode being manually arranged, can also be according to of matching rule and voice service module
It is configured with degree.
It should be noted that if in preset voice module there is no match with demand for services data module when,
Then selection unit 503 can notify IVR system to carry out voice broadcast according to fixed voice broadcast process.
Return unit 504 is used to carry out voice to the voice service module to match described in IVR system return to broadcast
Report.
Wherein, the mark that return unit 504 can be the voice service module that will be matched is back to IVR system, by I
VR system gets the voice service module for needing to broadcast to active user according to the mark, to provide to active user a
The voice broadcast of property.
According to the above-mentioned technical solution, after active user and IVR system establish IVR call connection, receiving unit
501 service recommendations to active user that can receive IVR system transmission are requested, and acquiring unit 502 can obtain currently later
The demand for services data of user, and selection unit 503 can select and demand for services number from preset voice service module
According to the voice service module to match, IVR system is back to by return unit 504 and carries out voice broadcast, so that IVR
System can not broadcast personalizedly the voice clothes for more meeting active user's demand according still further to fixed voice broadcast process
Business module, therefore active user can navigate to the voice clothes of needs without multiple feedback operation when obtaining respective service
Business module, reduces the voice broadcast time, call loss is reduced, to reduce the occupancy to system resource.
It should be noted that in the present embodiment, preset voice service module can exist in the form of group, such as in advance
Equipped with multiple voice service module groups, wherein each voice service module group, including the associated voice service module of multiple levels.
Selection unit 503 is actually that the voice service module group to match is chosen from preset voice service module group at this time, is returned
What receipt member 504 was returned to IVR system is also the voice service module group of selection.
In the present embodiment, voice recommendation system passes through the demand for services data of active user, selects and meets user's need
The voice service module asked.Wherein, demand for services data can obtain in several ways, for example, it may be active user master
The data of dynamic input or the network behavior data of active user, naturally it is also possible to be the combination of above two data, divide below
It is not illustrated by three embodiments.
Referring to Fig. 6, the embodiment of the present application provides the second embodiment of voice recommendation system, the present embodiment is broadcast with voice
The second embodiment of reporting method is corresponding.Unlike other embodiments, demand for services data are current in the present embodiment
The data that user is actively entered.
The present embodiment includes: receiving unit 601, acquiring unit 602, selection unit 603 and return unit 604.
The service recommendation to active user that receiving unit 601 is used to receive IVR system transmission is requested；The current use
Family and the IVR system have been established IVR call and connect.In the present embodiment, IVR call can be by active user master
It is dynamic to initiate, it can also actively be initiated by IVR system.
Acquiring unit 602 includes: the first acquisition subelement 6021 and converting unit 6022.
First obtains subelement 6021 for obtaining the voice data of active user's input from the IVR system.
Corresponding voice prompting is broadcasted to user by IVR system, user can be made to propose to ask questions accordingly,
For example, user wants consulting related the problem of can not logging in, can propose to ask questions: " password has forgotten ", " Password Input is wrong
Accidentally ", " password bad " etc., so that IVR system receives asking questions for user's proposition, as active user's input
Voice data.Obviously, which can embody the demand for services of user.Therefore the present embodiment obtains subelement by first
6021 obtain the voice data of active user's input from IVR system.Wherein, the service recommendation request that IVR system is sent
In may include have active user input voice data, by first acquisition subelement 6021 language is directly obtained from the request
Sound data.
Converting unit 6022 is used to the voice data being converted to corresponding text data, using as demand for services number
According to.Wherein, converting unit 6022 is specifically as follows text conversion platform.
Selection unit 603 from preset voice service module for selecting the voice to match with the text data
Service module.
It, can actually be according to the corresponding class of text data when choosing the voice service module to match with text data
Mesh information is chosen.It specifically, can also include taxon in the present embodiment, taxon is used to be based on the textual data
According to the corresponding category information of determination.The voice service module to match with the text data that selection unit 603 is chosen at this time,
The voice service module specially to match with the category information.For example, being converted according to the voice data of active user's input
Text data be specially " I has forgotten password ", according to this article notebook data determine corresponding category information be " password is forgotten
Note ", therefore choose the voice service module to match with " password is forgotten ".Wherein, category information can be previously provided with correspondence
Voice service module, the corresponding voice service module of the category information can be directly acquired at this time as the knot finally chosen
Fruit.It should be added that can be to by text conversion platform pair when determining corresponding category information according to text data
This article notebook data carries out semantic analysis, determines corresponding category information according to semantic analysis result.
Return unit 604 is used to carry out voice to the voice service module to match described in IVR system return to broadcast
Report.
According to the above-mentioned technical solution, in the present embodiment, subelement 6021 is obtained from IVR system by first
The voice data of active user's input is got, and the voice data is converted into corresponding textual data by converting unit 6022
According to so that the demand of active user has been got, to realize the voice service mould for more meeting user demand to active user's casting
Block.
In following one embodiment, active user is not necessarily to be actively entered voice data, but according to active user's
Demand of the network behavior data acquisition to user.
Referring to Fig. 7, the embodiment of the present application provides the 3rd embodiment of voice recommendation system, the present embodiment is broadcast with voice
The 3rd embodiment of reporting method is corresponding.Unlike other embodiments, demand for services data are current in the present embodiment
The network behavior data of user.
The present embodiment includes: receiving unit 701, acquiring unit 702, selection unit 703 and return unit 704.
The service recommendation to active user that receiving unit 701 is used to receive IVR system transmission is requested；The current use
Family and the IVR system have been established IVR call and connect.
In the present embodiment, IVR call can be actively is initiated by active user, can also be by IVR system actively
It initiates.The case where wherein actively being initiated by IVR system can be the abnormal behaviour for detecting active user, such as detect
When behavior error information of the active user when carrying out network operation, IVR call request actively is initiated to active user.
Acquiring unit 702 includes that the second acquisition subelement 7021 and third obtain subelement 7022.
Second acquisition subelement 7021 is used to obtain the account information of the active user from the IVR system.
Need to obtain the network behavior data of active user in the present embodiment, it is therefore desirable to first get active user's
Account information, so that it is determined that going out to establish the active user of IVR call connection with IVR system.
Wherein, the account information of active user can specifically be inputted by active user, such as the side for passing through voice prompting
Formula inputs the account informations such as ID card No. by active user.User when establishing IVR call connection can also be directly acquired
Account information of the incoming call (such as cell-phone number etc.) as active user.Wherein, the service recommendation that IVR system is sent is asked
It may include the account information for having active user in asking, which directly obtained from the request by the second acquisition subelement 7021
Information.
Third obtains the network behavior data that subelement 7022 is used to obtain the active user according to the account information,
Using as demand for services data.
User can generate corresponding network behavior data when carrying out network operation, and the network behavior data, often
It is able to reflect out the demand for services of user.For example, the network behavior data of active user, may include in following data at least
It is a kind of: network behavior type, network behavior number and the behavior error information of active user.Wherein, behavior error information energy
Enough reflect that user mistake occurs when executing some operation, then it is likely used only to user can asking for the related operating mistake
Topic proposes related consulting；The network behavior type of user and the network behavior number of user respectively indicate the net of user's execution
The number for the network operation that the type of network operation and user execute, is also able to reflect out the current demand of user, for example, with
Family performs the multiple operation in relation to fund aspect, then illustrates that user is likely to propose related consulting for bankroll problem.
Wherein, the network behavior data of active user can be with the IVR call establishment of connection time default
Network behavior data in interval, to guarantee that the user demand data obtained have certain timeliness.For example, can only obtain
It takes before and after establishing IVR call connection within 5 minutes, the network behavior data that active user generates.
And third obtains subelement 7022 when obtaining the network behavior data of active user, can be from voice recommendation
It is obtained in one or more network systems corresponding to system.Wherein specific acquisition modes can there are many, for example, it may be logical
The real-time acquisition that real-time mating interface realizes data is crossed, is also possible to clean by log, or by off-line data and closely
The mode that data carry out data analysis on line is obtained.Wherein network system can be e-commerce system, such as network branch
Platform etc. is paid, the embodiment of the present application does not limit this.
Selection unit 703 is used to select from preset voice service module to match with the network behavior data
Voice service module.
This step in specific implementation, can preset a plurality of matching rule, every preset rules network for identification
Behavioral data itself.For example, network behavior data are specially behavior error information, such as password error code, therefore judge
Meet " password error code is true " this matching rule, selects the corresponding voice broadcast module of this matching rule, example
Such as password modification voice module or password give voice module for change.In another example network behavior data are specially network behavior
Type, such as user are carrying out fund operation, therefore judge to meet " executing fund operation " this matching rule, choose
Corresponding voice broadcast module of this matching rule out, such as bankroll problem module etc..
Return unit 704 is used to carry out voice to the voice service module to match described in IVR system return to broadcast
Report.
According to the above-mentioned technical solution, in the present embodiment, subelement 7021 is obtained from IVR system by second
Getting the account information of active user, third obtains subelement 7022 according to account acquisition of information network behavior data, from
And the demand of active user has been got, to realize the voice service module for more meeting user demand to active user's casting.
Two kinds of acquisition modes to the demand for services data of active user are respectively illustrated by two embodiments above,
Above two acquisition modes are combined in following one embodiment.
Referring to Fig. 8, the embodiment of the present application provides the fourth embodiment of voice recommendation system, the present embodiment is broadcast with voice
The fourth embodiment of reporting method is corresponding.Unlike other embodiments, demand for services data include working as in the present embodiment
The data that the network behavior data of preceding user and active user are actively entered.
The present embodiment includes: receiving unit 801, acquiring unit 802, selection unit 803 and return unit 804.
The service recommendation to active user that receiving unit 801 is used to receive IVR system transmission is requested；The current use
Family and the IVR system have been established IVR call and connect.
Acquiring unit 802 include first obtain subelement 8021, converting unit 8022, second obtains subelement 8023 and the
Three obtain subelement 8024.
First acquisition subelement 8021 obtains the voice data of active user's input from the IVR system.
Converting unit 8022 is used to the voice data being converted to corresponding text data.
Second acquisition subelement 8023 is used to obtain the account information of the active user from the IVR system.
Third obtains the network behavior data that subelement 8024 is used to obtain the active user according to the account information,
By the text data and the network behavior data collectively as the demand for services data.
Wherein, the network behavior data of active user, may include at least one of following data: active user's
Network behavior type, network behavior number and behavior error information.Also, the network behavior data of active user, can be
With network behavior data of the IVR call establishment of connection time in preset interval, to guarantee that the user obtained needs
Ask data that there is certain timeliness.For example, can only obtain before and after establishing IVR call connection within 5 minutes, it is current to use
The network behavior data that family generates.
Selection unit 803 is used to select from preset voice service module to match with the demand for services data
Voice service module.
It, can since the demand for services data of the present embodiment include text data and network behavior data two parts data
It is combined with selecting matched voice service module respectively based on two parts data, it at this time can also be by IVR system
The operation such as priority ranking is carried out to the voice service module chosen respectively.
It is taken for example, selection unit 803 selects the voice to match with text data from preset voice service module
Business module includes: password modification voice module and password give voice module totally two voice service modules for change, select and net
The voice service module that network behavioral data matches includes: password modifies voice module and bankroll problem module totally two voices
Service module finally chooses result are as follows: password modification voice module, password give voice module and bankroll problem module totally three for change
A voice service module, and higher priority can be arranged in duplicate voice service module, it is preferentially broadcast by IVR system
Report,
It wherein, can actually be according to text data pair when choosing the voice service module to match with text data
The category information answered is chosen.It specifically, can also include taxon in the present embodiment, taxon is used for based on described
Text data determines corresponding category information.And the voice to match with the text data that selection unit 803 is chosen takes
Business module, the voice service module specially to match with the category information.Related content refers to system provided by the present application
System second embodiment, which is not described herein again.
Return unit 804 is used to carry out voice to the voice service module to match described in IVR system return to broadcast
Report.
According to the above-mentioned technical solution, in the present embodiment, subelement 8021 is obtained by first and third obtains son
Unit 8023 gets the account information of active user and the voice data of input from IVR system, and the 4th obtains son list
8024 according to account acquisition of information network behavior data and converting unit 8022 converts voice data into corresponding text for member
Notebook data, so that the demand of active user has been got, to realize the voice clothes for more meeting user demand to active user's casting
Business module.
It should be noted that, in this document, relational terms such as first and second and the like are used merely to a reality
Body or operation are distinguished with another entity or operation, are deposited without necessarily requiring or implying between these entities or operation
In any actual relationship or order or sequence.Moreover, the terms "include", "comprise" or its any other variant are intended to
Non-exclusive inclusion, so that the process, method, article or equipment including a series of elements is not only wanted including those
Element, but also including other elements that are not explicitly listed, or further include for this process, method, article or equipment
Intrinsic element.In the absence of more restrictions, the element limited by sentence "including a ...", it is not excluded that
There is also other identical elements in process, method, article or equipment including the element.
The foregoing is merely the preferred embodiments of the application, are not intended to limit the protection scope of the application.It is all
Any modification, equivalent replacement, improvement and so within spirit herein and principle are all contained in the protection scope of the application
It is interior.
Claims (6)
1. a kind of voice broadcast method based on IVR characterized by comprising
Voice recommendation system receives the service recommendation to active user that IVR system is sent and requests；The active user with it is described
IVR call connection has been established in IVR system；
The voice recommendation system obtains the demand for services data of the active user；
The voice recommendation system chooses the voice to match with the demand for services data from preset voice service module
Service module, wherein in voice recommendation system, be preset with multiple voice service modules, each voice service module corresponds to phase
The casting function of answering；
The voice recommendation system carries out voice broadcast to the voice service module to match described in IVR system return；
Wherein, the demand for services data include caused by active user established in front and back a period of time of IVR call connection
Corresponding network behavior data, wherein the network behavior data are from the corresponding e-commerce system of the voice recommendation system
Middle acquisition.
2. the method according to claim 1, wherein the demand for services data packet for obtaining the active user
It includes:
The account information of the active user is obtained from the IVR system；
Based on the account information, obtains the active user and establish the phase that the front and back of IVR call connection generates in for a period of time
The network behavior data answered, using as the demand for services data.
3. according to the method described in claim 2, it is characterized in that, the network behavior data include in following data at least
It is a kind of:
Network behavior type, network behavior number and behavior error information.
4. a kind of voice recommendation system characterized by comprising
Receiving unit, the service recommendation to active user for receiving IVR system transmission are requested；The active user with it is described
IVR call connection has been established in IVR system；
Acquiring unit, for obtaining the clothes of the active user after the receiving unit receives the service recommendation request
Business demand data；
Selection unit, for choosing the voice service to match with the demand for services data from preset voice service module
Module, wherein in voice recommendation system, be preset with multiple voice service modules, each voice service module is corresponding corresponding
Broadcast function；
Return unit, for carrying out voice broadcast to the voice service module to match described in IVR system return；
Wherein, the demand for services data include caused by active user established in front and back a period of time of IVR call connection
Corresponding network behavior data, wherein the network behavior data are from the corresponding e-commerce system of the voice recommendation system
Middle acquisition.
5. system according to claim 4, which is characterized in that the acquiring unit includes:
Second obtains subelement, for obtaining the account information of the active user from the IVR system；
Third obtains subelement, for being based on the account information, obtains the front and back that the active user establishes IVR call connection
Generated corresponding network behavior data in a period of time, using as the demand for services data.
6. system according to claim 5, which is characterized in that the network behavior data include in following data at least
It is a kind of:
Network behavior type, network behavior number and behavior error information.
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| CN201910452795.2A CN110266897B (en) | 2014-06-11 | 2014-06-11 | Voice broadcasting method based on IVR and related system |
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| CN106998397B (en) * | 2016-01-25 | 2020-02-07 | 平安科技（深圳）有限公司 | Voice broadcasting method and system for multiple service types |
| CN107105109B (en) * | 2016-02-23 | 2020-06-19 | 平安科技（深圳）有限公司 | Voice broadcasting method and system |
| CN106993104B (en) * | 2016-11-14 | 2020-06-09 | 阿里巴巴集团控股有限公司 | Incoming call processing method and device and terminal |
| CN109428977A (en) * | 2017-08-29 | 2019-03-05 | 百度在线网络技术（北京）有限公司 | Interactive voice answering exchange method and device |
| CN115731681A (en) * | 2022-11-17 | 2023-03-03 | 安胜（天津）飞行模拟系统有限公司 | Intelligent voice prompt method for flight simulator |
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