CN105739954A - Method for achieving IVR business flow based on visual IVR flow editor - Google Patents
Method for achieving IVR business flow based on visual IVR flow editor Download PDFInfo
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- CN105739954A CN105739954A CN201410748836.XA CN201410748836A CN105739954A CN 105739954 A CN105739954 A CN 105739954A CN 201410748836 A CN201410748836 A CN 201410748836A CN 105739954 A CN105739954 A CN 105739954A
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Abstract
The invention discloses a method for achieving an IVR business flow based on a visual IVR flow editor. The method comprises the steps of according to a business requirement and a business logic, depicting a business flow chart; according to each node of the depicted business flow chart, selecting a corresponding graphic module; according to the depicted business flow chart, determining the logic relationship between each graphic module, and generating the business flow chart composed of the graphic modules; storing the generated business flow chart in an IVR system server as a business flow file; and judging that whether information received by an IVR phone is accordant with the business flow described by the business flow file, if yes, determining that the business flow design is correct, and otherwise, remaking the business flow chart. By using the method provided by the invention, the efficiency and flexibility of IVR business flow design can be improved, and thereby the practicability of the IVR system is improved.
Description
Technical field
The present invention relates to a kind of method realizing IVR operation flow based on visualization IVR workflow editor, belong to human-computer interaction technique field.
Background technology
Interactive voice response system IVR (InteractiveVoiceResponse) is mainly used in automatically processing the service request of user, such as business consultation, rate consulting etc., and in the self-service answer in some examination systems, owing to using IVR system can be greatly saved human resources, thus this technology obtains and quickly develops and be widely applied.
Traditional IVR system generally is directed to certain specific transactions, flowage structure and trend and is immobilized, and operation flow, once set, cannot be modified according to actual business demand change；Along with the continuous expansion of call center's business scale, class of business tends to variation and complicates, and immobilized IVR operation flow cannot meet the business demand of reality；In order to revise editor's IVR operation flow flexibly, the visualization IVR workflow editor of graphic based component technology arises at the historic moment, it is the Form generation IVR business process map of graphically assembly, both can intuitively represent operation flow logic, it is also possible to carry out free amendment, configuration according to practical business demand.
Existing IVR system has the drawback that: be generally directed to certain specific transactions, very flexible；Bottom framework lacks working flow control, thus increasing the difficulty writing flow process；Need to prepare substantial amounts of recording file, considerably increase workload；The business prompting of only supporting telephone incoming call mostly, this reduces the range of application of IVR system to a certain extent.
Summary of the invention
In view of the above problems, it is an object of the invention to provide a kind of method realizing IVR operation flow based on visualization IVR workflow editor, generate the business process map being made up of graphic assembly according to business demand, the service request of user and the operation flow of generation carry out contrasting to verify the correctness of business Process Design；Utilize the method can improve efficiency and the motility of IVR business Process Design, and then improve the practicality of IVR system.
For achieving the above object, the present invention is by the following technical solutions:
Based on the method that visualization IVR workflow editor realizes IVR operation flow, including:
1) business process map being made up of some graphic assemblies is generated；
2) business process map generated is stored in IVR system server with operation flow file；
3) judging that whether the operation flow that this operation flow file of information and logical AND that IVR phone receives describes consistent, if consistent, business Process Design is correct, otherwise, repetition step 1), 2) reformulate business process map.
Further,
Described step 1) be:
According to business demand and service logic, depict business process map；According to each node on the business process map depicted, select corresponding graphic assembly；According to the business process map depicted, it is determined that the logical relation between each graphic assembly, the business process map being made up of graphic assembly described in generating.
Described operation flow file is XML format file, by resolving this XML file, can be simulated human computer conversation.
In the described business process map being made up of graphic assembly, increase voice document for graphic assembly node.
It is an advantage of the current invention that:
1, utilization the invention can ensure that the intuitive of IVR business Process Design, motility and extensibility, thus improve the efficiency of IVR business Process Design, adds the practicality of IVR system；While being greatly saved human cost, it is possible to provide high-quality service, improve the evaluation criterion of seat person.
Accompanying drawing explanation
Fig. 1 is the method flow diagram of the present invention.
Detailed description of the invention
Below in conjunction with drawings and Examples, the present invention is described in further detail.
Fig. 1 is the method flow diagram of the present invention.As it can be seen, the method realizing IVR operation flow based on visualization IVR workflow editor disclosed by the invention, step is:
S10: according to business demand, generate the business process map being made up of some graphic assemblies；
Specifically, first, according to business demand and service logic, business process map is depicted；Then, according to each node on the business process map depicted, corresponding graphic assembly is selected；Finally, according to the business process map depicted, it is determined that the logical relation between each graphic assembly, and then the business process map being made up of graphic assembly is generated.
S11: the business process map of generation is stored in IVR system server with operation flow file；
This operation flow file is XML format file, by resolving this XML file, can be simulated human computer conversation.
S12: dial IVR phone, it is judged that whether the information that IVR phone receives is consistent with the operation flow that logical AND operation flow file describes, if consistent, business Process Design is correct, otherwise, repeats step S10, S11 and reformulates business process map.
It addition, in the business process map being made up of graphic assembly, voice document can be increased as needed for graph of a correspondence component nodes, such as the automatic information broadcast etc. of the information such as Chinese and English bilingual report, numeral, time.
In a specific embodiment, utilize the present invention based on visualization IVR workflow editor formulate IVR operation flow process be:
S20: in the operation interface of IVR workflow editor, by ring off-hook graphic assembly, whether detection IVR phone is in upstate, and distributes IVR call resource according to longest-idle strategy；
Longest-idle strategy refers to that choosing free time the longest seat person answers IVR phone.
S21: according to service needed, designs operation flow in Business treatment, describes business process map including according to business demand, selects the logical relation of corresponding graphic assembly and correspondence thereof according to the business process map described；
The service provided a user with because of IVR system provides according to Client-initiated request order layering, so this Business treatment can include many levels；After accessing the IVR phone of user, carrying out the Business Processing of ground floor, such as play cuing voice, user enters second layer Business Processing after selecting according to suggestion voice ... until user's success transacting business, operation flow terminates.
Wherein, it may be achieved Business Processing include: message, speech play, hard of hearing, return previous menu, the reception of button, the connection of multitype database, pure digi-tal TTS, turn the service of attending a banquet, evaluation etc. is made in the service of attending a banquet.
S22: in the operation interface of IVR workflow editor, discharges allocated IVR call resource in S20 by on-hook graphic assembly or end node；So, the ring off-hook graphic assembly in S20, the graphic assembly about Business Processing selected in S21 and on-hook graphic assembly collectively form business process map；
The business process map generated in S23:S22 is stored in IVR system server with operation flow file；
S24: accessing IVR phone, whether the information that checking IVR phone receives is consistent with operation flow file corresponding in logical AND IVR system server, if consistent, business Process Design is correct, otherwise, repeats step S20 to S23 and reformulates business process map.
Wherein, the design of IVR operation flow can be trained realizing by man-machine training template, and specifically, design process is:
S30: formulate man-machine training template, needs the problem proposed, IVR system to need the problem etc. answered including the keyboard instruction sent to IVR system, IVR system；
S31: access IVR phone, be trained by man-machine training template；
Training method includes:
1, seat person proposes problem, corresponding problem is sent to IVR system by keyboard instruction, after keyboard instruction is resolved by IVR system, inquires about data base, according to Query Result, plays voice answering problem；
2, IVR system proposes question-and-answer problem, and keyboard instruction is sent to IVR system by seat person, after keyboard instruction is resolved by IVR system, inquires about data base, according to Query Result, seat person is proposed problem, and problem can be answered by seat person.
3, IVR system proposes multiple-choice question, keyboard instruction is sent to IVR system by seat person, after keyboard instruction is resolved by IVR system, inquiry data base, according to Query Result, seat person is proposed problem and provides alternative multiple answers simultaneously, the answer selected is sent to IVR system by seat person by keyboard instruction, the keyboard instruction received is resolved by IVR system, the answer of the answer problem corresponding to data base seat person inputted contrasts, whether correct then pass through the answer that playback assembly informs that seat person selects, the achievement of seat person is stored in corresponding data base simultaneously.
S32: hanging up IVR phone, training terminates.
The method realizing IVR operation flow based on visualization IVR workflow editor disclosed by the invention, it is utilize visualization IVR workflow editor, the logical relation of graphic assembly and correspondence thereof is selected according to the business process map depicted, generate the business process map being made up of graphic assembly, then being stored in IVR system server by operation flow file, operation flow file is verified by the follow-up input information by IVR phone.The method utilizing the present invention, it is ensured that the intuitive of IVR business Process Design, motility and extensibility, thus improving the efficiency of IVR business Process Design, increases the practicality of IVR system；While being greatly saved human cost, it is possible to provide high-quality service, improve the evaluation criterion of seat person.
The above is presently preferred embodiments of the present invention and the know-why used thereof; for a person skilled in the art; when without departing substantially from the spirit and scope of the present invention; any based on apparent changes such as the equivalent transformation on technical solution of the present invention basis, simple replacements, belong within scope.
Claims (4)
1. the method realizing IVR operation flow based on visualization IVR workflow editor, it is characterised in that including:
1) business process map being made up of some graphic assemblies is generated；
2) business process map generated is stored in IVR system server with operation flow file；
3) judging that whether the operation flow that this operation flow file of information and logical AND that IVR phone receives describes consistent, if consistent, business Process Design is correct, otherwise, repetition step 1), 2) reformulate business process map.
2. the method realizing IVR operation flow based on visualization IVR workflow editor as claimed in claim 1, it is characterised in that described step 1) be:
According to business demand and service logic, depict business process map；According to each node on the business process map depicted, select corresponding graphic assembly；According to the business process map depicted, it is determined that the logical relation between each graphic assembly, the business process map being made up of graphic assembly described in generating.
3. the method realizing IVR operation flow based on visualization IVR workflow editor as claimed in claim 2, it is characterised in that described operation flow file is XML format file, by resolving this XML file, can be simulated human computer conversation.
4. the method realizing IVR operation flow based on visualization IVR workflow editor as claimed in claim 3, it is characterised in that in the described business process map being made up of graphic assembly, increase voice document for graphic assembly node.
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| CN106953903A (en) * | 2017-03-10 | 2017-07-14 | 广州芯德通信科技股份有限公司 | Method, device and application process, the system of IVR real-time programmings are realized on IAD |
| CN108664240A (en) * | 2018-06-14 | 2018-10-16 | 北京慧星视界科技有限公司 | A kind of realization method and system applied to intelligent glasses workflow |
| CN109814916A (en) * | 2019-01-04 | 2019-05-28 | 平安科技（深圳）有限公司 | A kind of configuration method, device, storage medium and the server of IVR process |
| CN110019717A (en) * | 2017-12-15 | 2019-07-16 | 上海智臻智能网络科技股份有限公司 | The device of the more wheel question answering systems of modification |
| CN110035124A (en) * | 2019-04-15 | 2019-07-19 | 重庆天蓬网络有限公司 | A kind of IVR user-defined flow configuration method and system based on WEB terminal |
| CN110175917A (en) * | 2019-05-05 | 2019-08-27 | 中国工商银行股份有限公司 | The device and method of parameterized graphicsization processing |
| CN110308902A (en) * | 2019-06-28 | 2019-10-08 | 百度在线网络技术（北京）有限公司 | Document generating method, device, equipment and storage medium |
| CN112241301A (en) * | 2019-07-19 | 2021-01-19 | 马上消费金融股份有限公司 | IVR flow editing method, IVR implementation method and related equipment |
| US11341422B2 (en) | 2017-12-15 | 2022-05-24 | SHANGHAI XIAOl ROBOT TECHNOLOGY CO., LTD. | Multi-round questioning and answering methods, methods for generating a multi-round questioning and answering system, and methods for modifying the system |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN106953903A (en) * | 2017-03-10 | 2017-07-14 | 广州芯德通信科技股份有限公司 | Method, device and application process, the system of IVR real-time programmings are realized on IAD |
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| CN110019717A (en) * | 2017-12-15 | 2019-07-16 | 上海智臻智能网络科技股份有限公司 | The device of the more wheel question answering systems of modification |
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| CN110175917A (en) * | 2019-05-05 | 2019-08-27 | 中国工商银行股份有限公司 | The device and method of parameterized graphicsization processing |
| CN110175917B (en) * | 2019-05-05 | 2021-11-26 | 中国工商银行股份有限公司 | Device and method for parameter graphical processing |
| CN110308902A (en) * | 2019-06-28 | 2019-10-08 | 百度在线网络技术（北京）有限公司 | Document generating method, device, equipment and storage medium |
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| CN112241301A (en) * | 2019-07-19 | 2021-01-19 | 马上消费金融股份有限公司 | IVR flow editing method, IVR implementation method and related equipment |
| CN112241301B (en) * | 2019-07-19 | 2024-05-14 | 马上消费金融股份有限公司 | IVR flow editing method, IVR implementation method and related equipment |
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Application publication date: 20160706 |