CN106162812A - The automatic processing method of self-assisted voice business, device and mobile terminal - Google Patents
The automatic processing method of self-assisted voice business, device and mobile terminal Download PDFInfo
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- CN106162812A CN106162812A CN201510196736.5A CN201510196736A CN106162812A CN 106162812 A CN106162812 A CN 106162812A CN 201510196736 A CN201510196736 A CN 201510196736A CN 106162812 A CN106162812 A CN 106162812A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W48/00—Access restriction; Network selection; Access point selection
- H04W48/08—Access restriction or access information delivery, e.g. discovery data delivery
- H04W48/14—Access restriction or access information delivery, e.g. discovery data delivery using user query or user detection
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W88/00—Devices specially adapted for wireless communication networks, e.g. terminals, base stations or access point devices
- H04W88/18—Service support devices; Network management devices
Abstract
The invention discloses the automatic processing method of a kind of self-assisted voice business, including: receive user instruction, it is judged that whether described user instruction exists service provider and service business that user is inputted；When described user instruction exists service provider and the service business that user is inputted, confirm that the service provider that user is inputted is the most effective with service business；If confirming, the service provider that user is inputted is effective with service business, then automatically process self-assisted voice business and return result.The invention also discloses automatic processing device and the mobile terminal of a kind of self-assisted voice business.The present invention can automatically process self-assisted voice business, decreases the frequent operation of user, improves the interactive efficiency between user and self-assisted voice business service business, also improves Consumer's Experience simultaneously.
Description
Technical field
The present invention relates to communication technical field, particularly relate to the automatic processing method of self-assisted voice business, dress
Put and mobile terminal.
Background technology
For making up the drawback of existing manual service, improve service quality and efficiency simultaneously, get more and more now
Service provider start to turn to use self-assisted voice business, although self-assisted voice business can process in a large number simultaneously
The business service of different user, but owing to corresponding business tine is more, general self-assisted voice business all can
The standard operating procedure using level refinement processes customer service, and user then needs manual engagement voice to carry
Show that carrying out multi-pass operation could finally realize the process of business.
Dial as a example by the Service Phone of mobile operator carries out package query by user, as it is shown in figure 1, use
Family needs to carry out five manual operations, operating process to receiving Query Result from dialing Service Phone altogether
Loaded down with trivial details, if if user operation error, need the most again to restart input, thus have impact on user and make
With experience.
Summary of the invention
Present invention is primarily targeted at provide the automatic processing method of a kind of self-assisted voice business, device and
Mobile terminal, it is intended to solve that self-assisted voice business procession is loaded down with trivial details and technical problem of easily makeing mistakes.
For achieving the above object, the present invention provides the automatic processing method of a kind of self-assisted voice business, described
Automatic processing method includes:
Receive user instruction, it is judged that whether described user instruction exists service provider and clothes that user is inputted
Business business；
When described user instruction exists service provider and the service business that user is inputted, confirm user institute
The service provider of input is the most effective with service business；
If confirming, the service provider that user is inputted is effective with service business, then automatically process self-assisted voice business
And return result.
Preferably, automatically process self-assisted voice business described in and return result and include:
Service provider, service business and the presetting database inputted according to user, generates self-assisted voice industry
The process path of business；
According to described process path, automatically process self-assisted voice business and return result.
Preferably, the described service provider confirming that user is inputted the most effectively includes with service business:
Whether inquiry presetting database exists service provider and the service business that user is inputted；
If existing, then with the service provider that determines user and inputted and service business whether inquiry presetting database
It is mutually matched；
If being mutually matched, then confirm that the service provider that user is inputted is effective with service business.
Preferably, described automatic processing method is applied to the mobile terminal with SIM, and described reception is used
Family instructs, it is judged that after whether there is service provider that user inputted and service business in described user instruction
Including:
When described user instruction existing the service business of user's input and there is not the service provider of user's input
Time, obtain operator corresponding to SIM service business that this operator input as user right
The service provider answered.
Preferably, described reception user instruction also includes:
When described user instruction is phonetic order, receive and identify described phonetic order.
For achieving the above object, the present invention also provides for the automatic processing device of a kind of self-assisted voice business, institute
State automatic processing device to include:
Receiver module, is used for receiving user instruction；
Judge module, for judging whether there are service provider and the clothes that user is inputted in described user instruction
Business business；
Confirm module, for confirming that the service provider that user is inputted is the most effective with service business；
Processing module, is used for automatically processing self-assisted voice business；
Return module, for returning the result of self-service speech business.
Preferably, described processing module includes:
Process coordinates measurement unit, for the service provider inputted according to user, service business and preset
Data base, generates the process path of self-assisted voice business；
Processing unit, for according to described process path, automatically processes self-assisted voice business.
Preferably, described confirmation module includes:
First query unit, for inquire about whether presetting database exists service provider that user inputted with
Service business；
Second query unit, for inquiring about presetting database with the service provider determining user and being inputted and service
Whether business is mutually matched；
Confirmation unit, for confirming that the service provider that user is inputted is effective with service business.
Preferably, described automatic processing device is applied to the mobile terminal with SIM, described automatic place
Reason device also includes:
Acquisition module, for obtaining the operator corresponding to SIM and this operator being selected as user
The service provider corresponding to service business.
Preferably, described automatic processing device also includes:
Sound identification module, for when described user instruction is phonetic order, identifies described phonetic order.
For achieving the above object, the present invention also provides for a kind of mobile terminal, and described mobile terminal includes above-mentioned
The automatic processing device of arbitrary described self-assisted voice business.
The service provider that the present invention selects by obtaining and confirm user and the effectiveness of service business, work as user
After the service provider selected and service business confirm the validity, self-assisted voice business will be automatically processed and returned
Result.User only need to send once command, can obtain the process knot of the service business that user selects
Really, thus substantially increase the efficiency carrying out service interaction between user and service provider, also improve simultaneously
User's experience.
Accompanying drawing explanation
Fig. 1 is to dial mobile operator to inquire about the schematic flow sheet of set meal service condition；
Fig. 2 is the schematic flow sheet of automatic processing method one embodiment of self-assisted voice business of the present invention；
Fig. 3 is the schematic flow sheet of another embodiment of automatic processing method of self-assisted voice business of the present invention；
Fig. 4 is the refinement schematic flow sheet of step S20 in Fig. 2；
Fig. 5 is the refinement schematic flow sheet of step S30 in Fig. 2
Fig. 6 is the functional module signal of the automatic processing device first embodiment of self-assisted voice business of the present invention
Figure；
Fig. 7 is the functional module signal of automatic processing device second embodiment of self-assisted voice business of the present invention
Figure；
Fig. 8 is the functional module signal of automatic processing device the 3rd embodiment of self-assisted voice business of the present invention
Figure；
Fig. 9 is the refinement high-level schematic functional block diagram confirming module in Fig. 6；
Figure 10 is the refinement high-level schematic functional block diagram of processing module in Fig. 6；
Figure 11 is the high-level schematic functional block diagram of mobile terminal one embodiment of the present invention.
The realization of the object of the invention, functional characteristics and advantage will in conjunction with the embodiments, do referring to the drawings further
Explanation.
Detailed description of the invention
Should be appreciated that specific embodiment described herein, only in order to explain the present invention, is not used to limit
The present invention.
Flow process with reference to automatic processing method one embodiment that Fig. 2, Fig. 2 are self-assisted voice business of the present invention is shown
It is intended to.In the present embodiment, described automatic processing method includes:
Step S10, receives user instruction, it is judged that whether there are the clothes that user is inputted in described user instruction
Business business and service business；
In the present embodiment, user instruction refers to that user needs to process corresponding service by terminal unit and send
Instruction, specifically refer in particular to the finger sent for realizing certain one or more self-assisted voice business to terminal unit
Order, specifically includes the one or more service business in self-assisted voice business, the most also
The service provider corresponding to self-assisted voice business can be included.User instruction can be written form, or also
Can be voice or other forms.Meanwhile, for preventing user from leaking input service provider or service business, also need
Judge whether the user instruction received exists service provider and the service business that user is inputted.Specifically
Judgment mode have a lot, the form of the most predeterminable input judges, or is being provided with service provider
With judgement etc. of comparing in the data base of service business.
Optionally, with reference to Fig. 3, can also include after described step S10:
Step S1, when there is the service business of user's input in described user instruction and there is not user's input
Service provider time, obtain operator corresponding to SIM the service this operator inputted as user
Service provider corresponding to business.
When user uses the mobile terminal (such as mobile phone) with SIM to carry out self-assisted voice business, and
When user does not input service provider's information simultaneously, now can obtain the operator corresponding to SIM should
The service provider corresponding to service business that operator selects as user.This type of mode is only applicable to use SIM
Service interaction between mobile terminal and the SIM operator of card, uses this type of mode can simplify user
Instruction input, for often having only to the user of inquiry Operator Specific Service, can be corresponding by SIM
Operator is set to the default service business of self-assisted voice business.
Optionally, described step S10 can also include: when user instruction is phonetic order, receives also
Identify described phonetic order.
User instruction preferably employs speech form input.Phonetic order is used to be possible not only to easy user instruction
Input, also improve the interest that user is mutual with terminal unit simultaneously.Terminal unit is receiving use
Family input phonetic order after, obtain voice identification result by speech recognition, specifically can according to arrange by
Phonetic order is identified as text message, in order to carry out the inquiry in follow-up data storehouse and the operation of information matches.
In this step, the text message that identification obtains can be divided by speech recognition, such as, if user
Phonetic entry " my account is 123456 for my south electric network to be inquired about, my electricity charge remaining sum ", now eventually
Speech recognition is by end equipment: service provider is south electric network；Service business is inquiry electricity charge remaining sum；Account
It is 123456.The most such as, user speech input " China Mobile, inquiry credit balance note receive ",
Then speech recognition is by terminal unit: service provider is China Mobile；Service business is inquiry into balance and note
Receive.Above-mentioned recognition method is only used for illustrating, and concrete identification can be configured according to actual needs.
Additionally, in other embodiments of the present invention, specifically carry out illustrating with user instruction for phonetic order
Bright, but the user instruction of the present invention is not limited to phonetic order.
Step S20, when described user instruction exists service provider and the service business that user is inputted, really
Recognize the service provider that user inputted the most effective with service business；
For accurately performing effective user instruction to realize automatically processing of self-assisted voice business, terminal unit
After receiving the instruction that user sends, also need to further confirm that the effectiveness of user instruction.Such as, really
Recognize in presetting database, whether there is service provider and the service business that user is inputted；Or confirm presetting
Whether the service provider that in data base, user is inputted mates with service business.
Step S30, if confirming, the service provider that user is inputted is effective with service business, then automatically process self-service
Speech business also returns result.
After the service provider that terminal unit confirmation user is inputted is effective with service business, can automatically process
The self-assisted voice business that the service provider that user selects is provided, and then realize the service trade that user is inputted
The process of business.Wherein, the service provider of self-assisted voice business is inputted service provider by user, this self-assisted voice
Business is the summation of multiple service business, therefore includes the service business that user is inputted.Terminal unit
Mutual by with self-assisted voice business service end, thus the service business that user is inputted can have been realized,
And return result.
In the present embodiment, after user completes instruction input and obtains the confirming the validity of terminal unit, terminal
Equipment the service end automatically and corresponding to self-assisted voice business can carry out service interaction, and user only needs once
I.e. can get desired service processing result after input instruction, thus eliminate multiple middle interactive session,
This middle interactive session is automatically performed by terminal unit, is therefore greatly saved period of reservation of number, simultaneously
It also avoid the inconvenience that user misoperation is brought, improve user's experience.
Furthermore, it is necessary to further illustrate, for the signal connected mode of terminal unit Yu service end,
Can be completed by mobile communications network mode, it is also possible to set up signal by interconnected network mode and service end
Connect.It addition, the self-assisted voice business that different service providers is provided is different, simultaneously in self-assisted voice business,
The condition of different business handlings also differs, and such as some self-assisted voice business needs when handling to carry out
The authentication of account, if user uses cell-phone number to use mobile phone and service as account number and user simultaneously
End set up connect to automatically process self-assisted voice business, then can automatically by the account authentication of service end,
And for other connected modes, then need user while input service provider and service business, also need defeated
Enter corresponding account information and can realize automatically processing of self-assisted voice business.
It addition, for the self-assisted voice business with different business handling conditions, the such as account of user
Information；Card number that Query Dates corresponding to bill business, business of reporting the loss are corresponding and ID (identity number) card No. etc., use
Family can disposably input the information required for service provider, service business and other business handlings, thus
Service end can automatically process the bill service inquiry such as certain time period, report the loss the self-assisted voice business such as business.
Optionally, the condition of handling required for service business can also further be confirmed by terminal unit.
Such as, when user handle bank card report the loss business time, terminal unit confirm user whether have input bank card
Number and ID (identity number) card No., if not having, then user can be pointed out cannot to automatically process this self-assisted voice business.
Confirmation to the actual conditions required for business handling, it is ensured that this business can by terminal unit from
Move and be accomplished without wanting user to be manually entered.
Optionally, bar is handled as user by a certain service business needs of self-assisted voice business handling are multiple
Part, but before self-assisted voice business starts to process, the most oriented terminal unit of user sends to be correlated with handles bar
During part information, then user can be pointed out when service end automatically processes this business to enter by terminal unit
Row is manually entered.
Optionally, also specifically can verify the correctness of the business handling condition of user's input, this was both
Can verify on the terminal device, it is also possible to after being sent to service end by terminal unit, by service end
Verify, specifically can be configured according to actual needs.
The various embodiments described above ensure that when automatically processing self-assisted voice business, does various needs are multiple
The service business of reason condition can process, thus ensures that all types of self-assisted voice business can
Enough automatically process.In general, user, when carrying out self-assisted voice business, will be apparent from where needing input
A little business handling conditions, also are able to ensure the accuracy of the business handling conditional information of input simultaneously, therefore,
As long as user uses the present invention every time, can ensure that correctly entering service business handles required institute
Have ready conditions information, even if user is leaked defeated or the most defeated, it is also possible to when service end processes business by eventually
End equipment feeds back to user to be manually entered, and therefore, namely is not doing other initial conditions into one
In the case of the verification and validation of step, all types of self-assisted voice business can be automatically processed too.
Additionally, for the self-assisted voice business that the overwhelming majority commonly uses, such as inquiry mobile phone set meal service condition,
Inquiry credit balance etc., these are all to need not other to handle condition the most accessible.Therefore, based on upper
State the feature of user's use, the feature of conventional self-assisted voice business and consider range of application of the present invention
Versatility, in the various embodiments of the invention, the service provider preferably only user inputted and service business
Carry out the confirmation of effectiveness.
With reference to the refinement schematic flow sheet that Fig. 4, Fig. 4 are step S20 in Fig. 2.Above-mentioned steps S20 is concrete
Including:
Whether step S201, exist, in inquiry presetting database, service provider and the service business that user is inputted；
Step S202, if existing, then inquiry presetting database is with the service provider determining user and being inputted and clothes
Whether business business is mutually matched；
Step S203, if being mutually matched, then confirms that the service provider that user is inputted is effective with service business.
In the present embodiment, presetting database include multiple service providers of presetting and with this service provider corresponding to
Service business, such as shown in table 1.
Table 1
When terminal unit is after receiving the instruction that user sends, also need to further confirm that having of user instruction
Effect property, specifically can be judged by inquiry presetting database, specifically judges that content includes two steps: first
Step is to the judgement whether existed in presetting database；Second step is
The judgement of no coupling.Such as, if the command information obtained is: China Power Grids, credit balance are inquired about, can
With it is well established that service provider and the service business of input are all present in presetting database, but service provider with
Service content is not mated, and the most not can confirm that the service provider that user is inputted is effective with service business.
Optionally, also user can be transferred to confirm above-mentioned judged result in presetting database, if user
Confirm correct, then confirm that the service provider that user is inputted is effective with service business, thus improve terminal and set
The standby interaction with user, it is ensured that the accuracy of the instruction that terminal unit receives.
Optionally, if not can confirm that, the service provider that user is inputted is effective with service business, then point out user
Re-enter phonetic order.
For not can confirm that service provider's situation effective with service business that user is inputted has multiple, such as,
When user is leaked Shu Liao service provider or leaked service business defeated, prompting user has leakage defeated, and requires user
Re-enter phonetic order；When the service provider or the service business that there is not user's input in presetting database
Time, point out user's input error, and require that user re-enters phonetic order；Service when user's input
When business is not mated with service business corresponding relation in presetting database, point out user's matching error, and
Require that user re-enters phonetic order, thus ensure that the service provider that user is inputted is effective with service business.
With reference to the refinement schematic flow sheet that Fig. 5, Fig. 5 are step S30 in Fig. 2.Above-mentioned steps S30 is concrete
Including:
Step S301, service provider, service business and the presetting database inputted according to user, generate
The process path of self-assisted voice business；
Step S302, according to described process path, automatically processes self-assisted voice business and returns result.
In view of the process of existing self-assisted voice business is all to use standardized level handling process, namely
Other option layers can not be jumped directly to, it is therefore desirable to interact length by length from present option layer
Select, until entering into the service business option required for user.Simultaneously, it is contemplated that general user is sent out
The service business instruction gone out can't comprise the beginning option layer arrival targets option layer from self-assisted voice business
Path, namely user only can provide final destination service service order, therefore, in the present embodiment,
After having confirmed service provider that user selects and service business, terminal unit needs by presetting database
Various mapping relations, select one to start to arrive the target clothes that user selects from self-assisted voice call completion
The process path of business business.
In the present embodiment, presetting database also includes the telephone number of service provider, thus by dialing
This telephone number can carry out the process of self-assisted voice business, such as shown in table 2.
Table 2
| Service provider | China Mobile | CHINAUNICOM | Bank of China | China Power Grids |
| Phone | 10086 | 10010 | 95566 | 95598 |
The self-assisted voice business that existing service provider is provided the most all uses DTMF technology to realize and uses
Mutual between the terminal unit of family.DTMF (dual-tone multifrequency, dual-tone multifrequency) is electricity
A kind of subscriber signaling between telephone set and switch in telephone system, is generally used for sending called number, can
To be used for transmitting signaling at analog voice channel.Such as, dtmf key dish matrix, its every a line represents one
Individual low frequency, every string represents a high frequency.Often press one key the sinusoidal letter just sending a high and low frequency
Number combination, such as ' 1' is equivalent to 697 and 1209 hertz (Hz), switch can decode these combination of frequencies
And determine corresponding button.
In the present embodiment, presetting database also includes the mapping relations of dtmf signal and service business, example
As, the mapping relations table of the service business of dtmf signal as shown in table 3 and operator.
Table 3
| Service business | Mandarin | Inquiry service | Package query | Note receives |
| Dtmf signal | 1 | 1 | 2 | 3 |
Additionally, in the present embodiment, presetting database also includes the mapping of business level and corresponding with service business
Relation, such as shown in table 4-7, wherein, the table 5 next stage service business corresponding to mandarin in table 4；
The table 6 next stage service business corresponding to inquiry service in table 5；Table 7 is package query institute in table 6
Corresponding next stage service business.
Table 4
| Business level | One-level | One-level | One-level |
| Service business | Mandarin | Cantonese | English |
Table 5
| Business level | Two grades | Two grades | Two grades | Two grades |
| Service business | Business consultation | Inquiry service | Business handling | Manual service |
Table 6
| Business level | Three grades | Three grades | Three grades | Three grades |
| Service business | Current telephone expenses inquiry | Inquiry into balance | Package query | History telephone expenses are inquired about |
Table 7
| Business level | Level Four | Level Four |
| Service business | Note receives | Voice broadcast |
In the present embodiment, the service end that operator is corresponding is also correspondingly provided with identical dtmf signal and clothes
The mapping relations table of the mapping relations table of business business and business level and corresponding with service business.According to presetting
Above-mentioned various mapping relations tables in data base can generate the process corresponding to service business that user selects
Path.Such as, the phonetic order of user's input is " China Mobile, note receives package query ", the most right
The process path that should generate is: " mandarin ", " inquiry service ", " package query ", " note reception ".
Then, further according to the mapping relations table of dtmf signal Yu service business, it is thus achieved that corresponding with this process path
The transmission order of dtmf signal be " 1 ", " 1 ", " 2 ", " 3 ", thus finally realize self-assisted voice industry
Automatically processing of business.
Use mobile phone input instruction for " China Mobile, note receives package query " with user in detail below
Self-assisted voice Business Processing be illustrated.
First, China Mobile's Service Phone 10086 put through automatically by mobile phone；After connection, China Mobile's service end
To first send the traffic signaling of speech selection；After mobile phone receives this signaling, dtmf signaling " 1 " will be sent
To select " mandarin "；Service end receives the follow-up supervention of dtmf signaling of mobile phone transmission and takes service type
The traffic signaling selected；After mobile phone receives this signaling, dtmf signaling " 1 " will be sent to select " inquiry
Service "；Service end receives the follow-up supervention of dtmf signaling of mobile phone transmission and send concrete type of service to select
Traffic signaling；After mobile phone receives this signaling, dtmf signaling " 2 " will be sent to select " package query "；
Service end receives the package query business of the dtmf signaling post processing user that mobile phone sends and continues to send
The signaling that the reception mode of result selects；After mobile phone receives this signaling, dtmf signaling " 3 " will be sent
To select " note reception ".Now, the self-assisted voice traffic signaling corresponding to service business that user selects
When process completes, return result, such as, inform user operation success or operation failure etc..
In the present embodiment, according to user select service provider, service business and presetting database in each
Plant mapping relations table, the process of self-assisted voice business can be automatically performed, thus decrease user operation
Number of times, improves user's experience.The concrete generation method processing path in the present embodiment has a variety of,
Such as, simplest mode be exactly by user while sending instruction, inform that terminal unit completes user
The process path of the service business inputted, but this type of mode is the most loaded down with trivial details, and also self-service for being unfamiliar with
It is difficult to for the user of speech business flow process；Alternatively, it is also possible to according in self-assisted voice business, respectively
Plant, between service business, there is corresponding level incidence relation, therefore, based on this level incidence relation,
Can in presetting database backward induction method, thus generate from user select service business to self-assisted voice
The process path that business starts.
Need it is further noted that by backward induction method mode generate from user select service business
The path that processes started to self-assisted voice business may not be a complete process path.Such as, when
When the phonetic order of user's input is " China Mobile, package query ", do not select self-service due to user
The reception mode of the Query Result corresponding to speech business, therefore, can't form a complete process
Path, namely still cannot realize automatically processing of whole service business.Optionally, can be self-service in generation
Behind the process path of speech business, the integrity in this process path is judged, if the place's line of reasoning generated
Footpath is imperfect, then remind user again to input instruction；Optionally, next business level of interpolation can also be given tacit consent to
Corresponding service business, such as, when the phonetic order of user's input is " China Mobile, package query "
Time, acquiescence adds " note reception ", thus the process path formed.
Function mould with reference to automatic processing device one embodiment that Fig. 6, Fig. 6 are self-assisted voice business of the present invention
Block schematic diagram.In the present embodiment, described automatic processing device includes:
Receiver module 10, is used for receiving user instruction；
Judge module 20, for judge whether described user instruction exists service provider that user inputted with
Service business；
In the present embodiment, user instruction refers to that user needs by automatic processing device process corresponding service
The instruction sent, specifically refer in particular to for realize certain one or more self-assisted voice business and to automatic processing device
The instruction sent, specifically includes the one or more service business in self-assisted voice business, simultaneously according to tool
Body situation can also include the service provider corresponding to self-assisted voice business.User instruction can be written form,
Or can also be voice or other forms.Meanwhile, for preventing user from leaking input service provider or service business,
It is defeated that judge module 20 also needs to judge whether there is user institute in the user instruction that receiver module 10 receives
The service provider entered and service business.Concrete judgment mode has a lot, and the form of the most predeterminable input comes
Judge, or judgement etc. of comparing in being provided with the service provider data base with service business.
Confirm module 30, for when described user instruction exists the service provider that user selects, confirm to use
The service provider that family is inputted is the most effective with service business；
For accurately performing effective user instruction to realize automatically processing of self-assisted voice business, receiver module
10 after receiving the instruction that user sends, and confirms that module 30 also needs to further confirm that the effective of user instruction
Property.Such as, it is confirmed whether to there is service provider and the service business that user is inputted；Or confirm that user institute is defeated
Whether the service provider entered mates with service business.
Processing module 40, is used for automatically processing self-assisted voice business；
Return module 50, for returning the result of self-service speech business.
After confirming that service provider that module 30 confirms that user inputted and service business are effectively, processing module 40
The self-assisted voice business that the service provider of user's selection is provided can be automatically processed, and then realize user institute
The process of the service business of input.Wherein, the service provider of self-assisted voice business is inputted service provider by user,
This self-assisted voice business is the summation of multiple service business, therefore includes the service business that user is inputted.
Mutual by with self-assisted voice business service end of terminal unit, thus can realize what user was inputted
Service business, and return result by returning module 50.
Optionally, with reference to Fig. 7, described automatic processing device can also include:
Acquisition module 60, for obtaining the operator corresponding to SIM and this operator being selected as user
The service provider corresponding to service business selected.
When user uses the mobile terminal (such as mobile phone) with SIM to carry out self-assisted voice business, and
When user does not input service provider's information simultaneously, now acquisition module 60 obtains the operation corresponding to SIM
Business and using this operator as the service provider corresponding to the service business that user selects.This type of mode is the most applicable
Service interaction between mobile terminal and the SIM operator using SIM, uses this type of mode can
To simplify user instruction input, for often having only to the user of inquiry Operator Specific Service, can be by SIM
The operator that card is corresponding is set to the default service business of self-assisted voice business.
Optionally, with reference to Fig. 8, described automatic processing device can also include:
Sound identification module 70, for when user instruction is phonetic order, receives and identifies described voice
Instruction.
User instruction preferably employs speech form input.Phonetic order is used to be possible not only to easy user instruction
Input, also improve the interest that user is mutual with terminal unit simultaneously.Receiver module 10 is receiving
After the phonetic order of user's input, obtain voice identification result by sound identification module 70, specifically can root
According to arranging, phonetic order is identified as text message, in order to carry out inquiry and the information matches in follow-up data storehouse
Operation.
In the present embodiment, after user completes instruction input and obtains the confirming the validity of terminal unit, terminal
Equipment the service end automatically and corresponding to self-assisted voice business can carry out service interaction, and user only needs once
I.e. can get desired service processing result after input instruction, thus eliminate multiple middle interactive session,
This middle interactive session is automatically performed by terminal unit, is therefore greatly saved period of reservation of number, simultaneously
It also avoid the inconvenience that user misoperation is brought, improve user's experience.
It is the refinement high-level schematic functional block diagram confirming module in Fig. 6 with reference to Fig. 9, Fig. 9.In the present embodiment,
Described confirmation module includes:
First query unit 301, for inquiring about whether there is the service provider that user is inputted in presetting database
With service business；
Second query unit 302, for inquiring about presetting database with the service provider determining user and being inputted and clothes
Whether business business is mutually matched；
Confirmation unit 303, for confirming that the service provider that user is inputted is effective with service business.
In the present embodiment, presetting database include multiple service providers of presetting and with this service provider corresponding to
Service business, as shown in Table 1 above.
When receiver module 10 is after receiving the instruction that user sends, confirm that module 30 also needs the most really
Recognize the effectiveness of user instruction, specifically can be inquired about by inquiry presetting database, specifically include: the
The inquiry to whether existing in presetting database of one query unit 301；Second query unit 302 is to service
The inquiry whether mated between business with service business.Such as, if the command information obtained is: China Power Grids,
Credit balance is inquired about, it was determined that the service provider of input and service business are all present in preset data
In storehouse, but service provider does not mates with service content, and therefore confirmation unit 303 not can confirm that user institute is defeated
The service provider entered is effective with service business.
For not can confirm that service provider's situation effective with service business that user is inputted has multiple, such as,
When user is leaked Shu Liao service provider or leaked service business defeated, prompting user has leakage defeated, and requires user
Re-enter phonetic order；When the service provider or the service business that there is not user's input in presetting database
Time, point out user's input error, and require that user re-enters phonetic order；Service when user's input
When business is not mated with service business corresponding relation in presetting database, point out user's matching error, and
Require that user re-enters phonetic order, thus ensure that the service provider that user is inputted is effective with service business.
With reference to the refinement high-level schematic functional block diagram that Figure 10, Figure 10 are processing module in Fig. 6.At the present embodiment
In, described processing module includes:
Process coordinates measurement unit 401, for the service provider inputted according to user, service business and pre-
If data base, generate the process path of self-assisted voice business；
Processing unit 402, for according to described process path, automatically processes self-assisted voice business.
In view of the process of existing self-assisted voice business is all to use standardized level handling process, namely
Other option layers can not be jumped directly to, it is therefore desirable to interact length by length from present option layer
Select, until entering into the service business option required for user.Simultaneously, it is contemplated that general user is sent out
The service business instruction gone out can't comprise the beginning option layer arrival targets option layer from self-assisted voice business
Path, namely user only can provide final destination service service order, therefore, in the present embodiment,
After having confirmed service provider that user selects and service business, processing coordinates measurement unit 401 needs to pass through
Various mapping relations in presetting database, generate one and start to arrive user from self-assisted voice call completion
The process path of the destination service business selected.
In the present embodiment, presetting database also includes the telephone number of service provider, thus by dialing
This telephone number can carry out the process of self-assisted voice business, as shown in Table 2 above.
In the present embodiment, presetting database also includes the mapping relations of dtmf signal and service business, example
As, the mapping relations table of the service business of dtmf signal as shown in Table 3 above and operator.
Additionally, in the present embodiment, presetting database also includes the mapping of business level and corresponding with service business
Relation, as shown in above-mentioned table 4-7, wherein, the table 5 next stage service trade corresponding to mandarin in table 4
Business；The table 6 next stage service business corresponding to inquiry service in table 5；Table 7 is looked into for set meal in table 6
Next stage service business corresponding to inquiry.
In the present embodiment, the service end that operator is corresponding is also correspondingly provided with identical dtmf signal and clothes
The mapping relations table of the mapping relations table of business business and business level and corresponding with service business.According to presetting
Above-mentioned various mapping relations tables in data base can generate the process corresponding to service business that user selects
Path.Such as, the phonetic order of user's input is " China Mobile, note receives package query ", the most right
The process path that should generate is: " mandarin ", " inquiry service ", " package query ", " note reception ".
Then, further according to the mapping relations table of dtmf signal Yu service business, it is thus achieved that corresponding with this process path
The transmission order of dtmf signal be " 1 ", " 1 ", " 2 ", " 3 ", thus finally realize self-assisted voice industry
Automatically processing of business.
In the present embodiment, according to user select service provider, service business and presetting database in each
Plant mapping relations table, the process of self-assisted voice business can be automatically performed, thus decrease user operation
Number of times, improves user's experience.The concrete generation method processing path in the present embodiment has a variety of,
Such as, simplest mode be exactly by user while sending instruction, inform that terminal unit completes user
The process path of the service business inputted, but this type of mode is the most loaded down with trivial details, and also self-service for being unfamiliar with
It is difficult to for the user of speech business flow process；Alternatively, it is also possible to according in self-assisted voice business, respectively
Plant, between service business, there is corresponding level incidence relation, therefore, based on this level incidence relation,
Can in presetting database backward induction method, thus generate from user select service business to self-assisted voice
The process path that business starts.
With reference to the high-level schematic functional block diagram that Figure 11, Figure 11 are mobile terminal one embodiment of the present invention.This enforcement
In example, mobile terminal includes the automatic processing device of self-assisted voice business the most described in above-described embodiment
80。
Terminal unit described in the various embodiments described above is preferably mobile terminal.In the present embodiment, automatically
Processing means 80 receives, for obtaining user, the instruction that user sends, and the instruction sending user is effective
Property confirm, if instruction is effectively, automatically set up the communication connection with service provider according to instruction, and automatically
The self-assisted voice business of service provider's offer is provided and returns result.
In the present embodiment, mobile terminal can be set up with service provider by mobile communication form or the Internet form
Connect.The self-assisted voice business provided in view of most service provider is all that every user setup has correspondence
Personal account, in order to the information on services of record user, is the most also correspondingly provided with the individual account of correspondence,
Typically all using phone number as the service account of user, therefore, optionally, mobile terminal is for having
The mobile phone of SIM.
These are only the preferred embodiments of the present invention, not thereby limit the scope of the claims of the present invention, every
Utilize equivalent structure or equivalence flow process conversion that description of the invention and accompanying drawing content made, or directly or
Connect and be used in other relevant technical fields, be the most in like manner included in the scope of patent protection of the present invention.
Claims (11)
1. the automatic processing method of a self-assisted voice business, it is characterised in that described automatic processing method
Including:
Receive user instruction, it is judged that whether described user instruction exists service provider and clothes that user is inputted
Business business；
When described user instruction exists service provider and the service business that user is inputted, confirm user institute
The service provider of input is the most effective with service business；
If confirming, the service provider that user is inputted is effective with service business, then automatically process self-assisted voice business
And return result.
2. automatic processing method as claimed in claim 1, it is characterised in that described in automatically process self-service
Speech business also returns result and includes:
Service provider, service business and the presetting database inputted according to user, generates self-assisted voice industry
The process path of business；
According to described process path, automatically process self-assisted voice business and return result.
3. automatic processing method as claimed in claim 1 or 2, it is characterised in that described confirmation user
The service provider inputted the most effectively includes with service business:
Whether inquiry presetting database exists service provider and the service business that user is inputted；
If existing, then with the service provider that determines user and inputted and service business whether inquiry presetting database
It is mutually matched；
If being mutually matched, then confirm that the service provider that user is inputted is effective with service business.
4. automatic processing method as claimed in claim 3, it is characterised in that be applied to that there is SIM
Mobile terminal, described reception user instruction, it is judged that whether there is user in described user instruction and inputted
Service provider include after service business:
When described user instruction existing the service business of user's input and there is not the service provider of user's input
Time, obtain operator corresponding to SIM service business that this operator input as user right
The service provider answered.
5. automatic processing method as claimed in claim 4, it is characterised in that described reception user instruction
Also include:
When described user instruction is phonetic order, receive and identify described phonetic order.
6. the automatic processing device of a self-assisted voice business, it is characterised in that described automatic processing device
Including:
Receiver module, is used for receiving user instruction；
Judge module, for judging whether there are service provider and the clothes that user is inputted in described user instruction
Business business；
Confirm module, for confirming that the service provider that user is inputted is the most effective with service business；
Processing module, is used for automatically processing self-assisted voice business；
Return module, for returning the result of self-service speech business.
7. automatic processing device as claimed in claim 6, it is characterised in that described processing module includes:
Process coordinates measurement unit, for the service provider inputted according to user, service business and preset
Data base, generates the process path of self-assisted voice business；
Processing unit, for according to described process path, automatically processes self-assisted voice business.
Automatic processing device the most as claimed in claims 6 or 7, it is characterised in that described confirmation module
Including:
First query unit, for inquire about whether presetting database exists service provider that user inputted with
Service business；
Second query unit, for inquiring about presetting database with the service provider determining user and being inputted and service
Whether business is mutually matched；
Confirmation unit, for confirming that the service provider that user is inputted is effective with service business.
9. automatic processing device as claimed in claim 8, it is characterised in that be applied to that there is SIM
Mobile terminal, described automatic processing device also includes:
Acquisition module, for obtaining the operator corresponding to SIM and this operator being selected as user
The service provider corresponding to service business.
10. automatic processing device as claimed in claim 9, it is characterised in that described in automatically process dress
Put and also include:
Sound identification module, for when described user instruction is phonetic order, identifies described phonetic order.
11. 1 kinds of mobile terminals, it is characterised in that described mobile terminal includes appointing in claim 6-10
The automatic processing device of the self-assisted voice business described in.
Priority Applications (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201510196736.5A CN106162812A (en) | 2015-04-23 | 2015-04-23 | The automatic processing method of self-assisted voice business, device and mobile terminal |
| PCT/CN2016/076422 WO2016169364A1 (en) | 2015-04-23 | 2016-03-15 | Method and apparatus for automatically processing self-service voice service, and mobile terminal |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201510196736.5A CN106162812A (en) | 2015-04-23 | 2015-04-23 | The automatic processing method of self-assisted voice business, device and mobile terminal |
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| CN106162812A true CN106162812A (en) | 2016-11-23 |
Family
ID=57143742
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| CN201510196736.5A Withdrawn CN106162812A (en) | 2015-04-23 | 2015-04-23 | The automatic processing method of self-assisted voice business, device and mobile terminal |
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| CN (1) | CN106162812A (en) |
| WO (1) | WO2016169364A1 (en) |
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| CN107861398A (en) * | 2017-12-21 | 2018-03-30 | 重庆金鑫科技产业发展有限公司 | The system and intelligent domestic system of a kind of voice control electric appliance |
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| CN106792634B (en) * | 2016-11-24 | 2020-04-14 | 北京安云世纪科技有限公司 | Method for realizing one-card-multiple-number in mobile terminal and mobile terminal |
| CN111696533B (en) * | 2020-06-28 | 2023-02-21 | 中国银行股份有限公司 | Network point robot self-adjusting method and device |
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Also Published As
| Publication number | Publication date |
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| WO2016169364A1 (en) | 2016-10-27 |
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Application publication date: 20161123 |