CN106998397B - Voice broadcasting method and system for multiple service types - Google Patents
Voice broadcasting method and system for multiple service types Download PDFInfo
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- CN106998397B CN106998397B CN201610049919.9A CN201610049919A CN106998397B CN 106998397 B CN106998397 B CN 106998397B CN 201610049919 A CN201610049919 A CN 201610049919A CN 106998397 B CN106998397 B CN 106998397B
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
- H04M3/4936—Speech interaction details
Abstract
The invention discloses a voice broadcasting method and a system of multiple service types.A voice server receives a user call, traverses a user data database corresponding to each service server in communication connection with the voice server, and screens out a service server containing a call number; acquiring broadcast services corresponding to the screened service servers and comprising broadcast service types and broadcast service quantity according to a pre-stored mapping relation between the service servers and the service types; the broadcasting services are subjected to broadcasting priority sequencing according to preset broadcasting priorities, a first broadcasting voice queue is generated for the broadcasting services after sequencing on the basis of a preset queue rule, and voice broadcasting is carried out according to the generated first broadcasting voice queue; the method has the advantages that different broadcasting priority sequences are adopted for different users to broadcast corresponding services, and the voice playing efficiency and the voice playing intelligence are improved.
Description
Technical Field
The invention relates to the technical field of interactive voice response, in particular to a voice broadcasting method and system for multiple service types.
Background
With the continuous development and progress of science and technology and the continuous improvement of the living standard of people, more and more group companies develop various different types of services; such as banking, insurance, securities, funds, etc. To facilitate management and ease of customer contact, as well as providing unified customer service supervision, the corporate companies mentioned above typically provide a unified customer telephone number for all types of business that are being carried out. When a customer dials a unified customer service telephone provided by the group company, the voices of the service options corresponding to all service types flagged by the group company are broadcasted in a self-service voice mode, and the voices corresponding to all the service type options are broadcasted according to the same broadcasting sequence aiming at different customers.
The broadcast mode mainly has the following defects: when broadcasting the voice of the service options corresponding to all service types, customers often forget the service numbers corresponding to the services to be selected after hearing the voice because of a large number of service options; in addition, many service options broadcasted by self-service are not associated with the client, so that the client delays a great amount of time to screen the service options selected by the client according to the broadcasted voice.
Disclosure of Invention
In view of the above, it is necessary to provide a voice broadcasting method and system with multiple service types, so as to: and aiming at different users, adopting different broadcasting priority sequences to broadcast corresponding services.
The invention discloses a voice broadcasting method of multiple service types, which comprises the following steps:
the voice server receives the incoming call of the user, traverses a user data database corresponding to each service server in communication connection with the voice server, and screens out the service server containing the incoming call number;
acquiring broadcast services corresponding to the screened service servers and comprising broadcast service types and broadcast service quantity according to a pre-stored mapping relation between the service servers and the service types;
according to a preset broadcast priority, broadcast priority sequencing is carried out on the broadcast services, a first broadcast voice queue is generated for the broadcast services after sequencing on the basis of a preset queue rule, and voice broadcast is carried out according to the generated first broadcast voice queue.
Preferably, based on a preset queue rule, generating a first broadcast voice queue for the broadcast services after sequencing includes:
identifying whether the screened broadcasting service quantity is smaller than the quantity of all service servers in communication connection with the voice server;
if the screened broadcast service quantity is less than the quantity of all the service servers, the generated first broadcast voice queue comprises: other service options and the service options corresponding to the screened broadcast services; the broadcasting priority of the other service options is the lowest;
if the screened broadcast service quantity is equal to the quantity of all the service servers, the generated first broadcast voice queue only comprises: and screening out the service options corresponding to the broadcast services.
Preferably, the method for voice broadcasting of multiple service types further includes the steps of:
and receiving and responding to a first service selection instruction triggered by a user aiming at the first broadcast voice queue, and broadcasting queue voice of the service type corresponding to the first service selection instruction.
Preferably, the receiving and responding to a first service selection instruction triggered by the user for the first broadcast voice queue, and broadcasting a queue voice of a service type corresponding to the first service selection instruction, includes:
receiving a first service selection instruction triggered by a user aiming at the first broadcast voice queue, and acquiring a service type corresponding to the first service selection instruction;
if the service type corresponding to the first service selection instruction is: broadcasting the first queue voice mapped by the service type corresponding to the first service selection instruction according to the mapping relation between the prestored service type and the queue voice;
if the service type corresponding to the first service selection instruction is: and if the other services are not screened out, the following operations are executed:
according to a preset broadcast priority, carrying out broadcast priority sequencing on the other services, generating a second broadcast voice queue for the other services after sequencing based on the service types and the service quantity corresponding to the other services, and carrying out voice broadcast according to the generated second broadcast voice queue;
and receiving and responding to a second service selection instruction triggered by the user aiming at the second broadcast voice queue, and broadcasting second queue voice of the service type corresponding to the second service selection instruction.
Preferably, the method for voice broadcasting of multiple service types further includes the steps of:
receiving a sub-service selection instruction triggered by a user aiming at the first queue voice or the second queue voice, and acquiring a sub-service corresponding to the sub-service selection instruction;
searching the information type to be checked corresponding to the sub-service according to the preset mapping relation between the sub-service and the information type to be checked;
and aiming at the information types to be checked, information input reminding voices corresponding to the information types to be checked are broadcasted one by one, so that a user can input corresponding information to be checked according to the reminding voices.
Corresponding to the disclosed voice broadcast method of multiple service types, the invention also discloses a voice broadcast system of multiple service types, comprising:
the service screening module is used for receiving the incoming call of the user, traversing user data databases corresponding to all service servers in communication connection with the voice server and screening out the service servers containing the incoming call number;
the broadcast service acquisition module is used for acquiring broadcast services which comprise broadcast service types and broadcast service quantities and correspond to the screened service servers according to the mapping relation between the prestored service servers and the service types;
the first broadcasting module is used for carrying out broadcasting priority sequencing on the broadcasting services according to preset broadcasting priorities, generating a first broadcasting voice queue for the broadcasting services after sequencing based on a preset queue rule, and carrying out voice broadcasting according to the generated first broadcasting voice queue.
Preferably, the first reporting module is further configured to:
identifying whether the screened broadcasting service quantity is smaller than the quantity of all service servers in communication connection with the voice server;
if the screened broadcast service quantity is less than the quantity of all the service servers, the generated first broadcast voice queue comprises: other service options and the service options corresponding to the screened broadcast services; the broadcasting priority of the other service options is the lowest;
if the screened broadcast service quantity is equal to the quantity of all the service servers, the generated first broadcast voice queue only comprises: and screening out the service options corresponding to the broadcast services.
Preferably, the voice broadcasting system of multiple service types further includes:
and the second broadcasting module is used for receiving and responding to a first service selection instruction triggered by a user aiming at the first broadcasting voice queue and broadcasting the queue voice of the service type corresponding to the first service selection instruction.
Preferably, the second broadcasting module includes:
an obtaining unit, configured to receive a first service selection instruction triggered by a user for the first broadcast voice queue, and obtain a service type corresponding to the first service selection instruction;
a screening service broadcasting unit, configured to select a service type corresponding to the first service selection instruction as: broadcasting the first queue voice mapped by the service type corresponding to the first service selection instruction according to the mapping relation between the prestored service type and the queue voice;
other business report units, are used for: if the service type corresponding to the first service selection instruction is: and if the other services are not screened out, the following operations are executed:
according to a preset broadcast priority, carrying out broadcast priority sequencing on the other services, generating a second broadcast voice queue for the other services after sequencing based on the service types and the service quantity corresponding to the other services, and carrying out voice broadcast according to the generated second broadcast voice queue;
and receiving and responding to a second service selection instruction triggered by the user aiming at the second broadcast voice queue, and broadcasting second queue voice of the service type corresponding to the second service selection instruction.
Preferably, the voice broadcasting system of multiple service types further includes:
the sub-service acquisition module is used for receiving a sub-service selection instruction triggered by a user aiming at the first queue voice or the second queue voice and acquiring a sub-service corresponding to the sub-service selection instruction;
the searching module is used for searching the information type to be checked corresponding to the sub-service according to the mapping relation between the preset sub-service and the information type to be checked;
and the third broadcasting module is used for broadcasting the information input reminding voices corresponding to the information types to be checked one by one aiming at the information types to be checked so as to provide the user with the information to be checked corresponding to the reminding voice input.
The voice broadcasting method and the voice broadcasting system of multiple service types can achieve the following beneficial effects:
by receiving a user call, traversing a user data database corresponding to each service server in communication connection with the voice server, and screening out a service server containing the call number; acquiring broadcast services corresponding to the screened service servers and comprising broadcast service types and broadcast service quantity according to a pre-stored mapping relation between the service servers and the service types; the broadcasting services are subjected to broadcasting priority sequencing according to preset broadcasting priorities, a first broadcasting voice queue is generated for the broadcasting services after sequencing on the basis of a preset queue rule, and voice broadcasting is carried out according to the generated first broadcasting voice queue; the method has the advantages that different broadcasting priority sequences are adopted for different users to broadcast corresponding services, so that the same broadcasting contents are prevented from being broadcast by adopting the same broadcasting sequence for all the users, and the voice broadcasting efficiency and the voice broadcasting intelligence are improved; for the user side, the time of the user is saved, and the user experience is improved.
Drawings
Fig. 1 is a flowchart illustrating an embodiment of a voice broadcast method for multiple service types according to the present invention;
fig. 2 is a flowchart illustrating another embodiment of a voice broadcast method for multiple service types according to the present invention;
fig. 3 is a flowchart illustrating an implementation manner of step S40 in the embodiment of fig. 2 in the voice broadcast method of multiple service types according to the present invention;
fig. 4 is a flowchart illustrating a voice broadcasting method for multiple service types according to another embodiment of the present invention;
fig. 5 is a block diagram of an embodiment of a multi-service type voice broadcasting system of the present invention;
fig. 6 is a block diagram of another embodiment of a multi-service type voice broadcasting system of the present invention;
fig. 7 is a block diagram of an implementation manner of a second broadcast module 400 in the embodiment of fig. 6 in the voice broadcast system with multiple service types according to the present invention;
fig. 8 is a block diagram of still another embodiment of a multi-service type voice broadcasting system of the present invention.
The implementation, functional features and advantages of the objects of the embodiments of the present invention will be further described with reference to the accompanying drawings.
Detailed Description
The technical scheme of the invention is further explained by combining the drawings and the specific embodiments in the specification. It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.
The invention provides a voice broadcasting method of multiple service types, which is used for: and aiming at different users, adopting different broadcasting priority sequences to broadcast corresponding services. As shown in fig. 1, the voice broadcasting method of multiple service types of the present invention may be implemented as steps S10-S30 described as follows:
step S10, the voice server receives the user call, traverses the user data database corresponding to each service server in communication connection with the voice server, and screens out the service server containing the call number;
in the embodiment of the invention, a voice server is in communication connection with a plurality of service servers; the Voice server includes, but is not limited to, an Interactive Voice Response (IVR) server, and the service servers include, but are not limited to: bank server, credit card server, life insurance server, car insurance server, endowment insurance server, security server, etc. The voice server and the plurality of service servers in communication connection with the voice server described in the embodiment of the present invention are servers in the same group or the same unit by default, and the voice server has an access right to access the user personal information stored in the plurality of service servers.
In the embodiment of the invention, when the voice server receives the incoming call of the user, the incoming call number of the user is acquired; meanwhile, the voice server traverses the user data databases of all the service servers in communication connection with the voice server, searches whether the incoming call number is contained or not, and screens out the service servers containing the incoming call number. For example, the voice server screens out service servers including the incoming call number based on the incoming call number corresponding to the incoming call of the user, wherein the service servers include a bank server and a credit card server.
Step S20, according to the mapping relation between the pre-stored service server and the service type, obtaining the broadcast service corresponding to the screened service server and comprising the broadcast service type and the broadcast service quantity;
the business servers pre-store mapping relations between the business servers and business types, for example, the business type mapped by the bank server is banking business, and the business type mapped by the credit card server is credit card business. The voice server can acquire the broadcast service corresponding to the screened service server according to the mapping relation between the service server and the service type which is stored in advance; the voice server acquires the broadcast service, and simultaneously acquires the broadcast service type and the broadcast service quantity contained in the broadcast service.
And S30, according to preset broadcast priority, broadcast priority sequencing is carried out on the broadcast services, a first broadcast voice queue is generated for the sequenced broadcast services based on a preset queue rule, and voice broadcast is carried out according to the generated first broadcast voice queue.
And according to the preset broadcast priority, the voice server performs priority sequencing on the acquired broadcast services. For example, banking priority is 1, insurance priority is 2, credit card priority is 3, securities priority is 4, etc.
And aiming at the sequenced broadcast services, the voice server generates a corresponding first broadcast voice queue for the sequenced broadcast services according to a preset queue rule. In the embodiment of the present invention, the preset queue rule may be specifically configured according to a feature of the voice server itself, and the specific content of the preset queue rule is not limited in the embodiment of the present invention. For example, the voice server directly generates a corresponding first broadcast voice queue according to the broadcast services sorted according to the priority; or combining the broadcast services sequenced according to the priority with the historical broadcast frequency corresponding to the broadcast services to generate a corresponding first broadcast voice queue and the like.
And aiming at the generated first broadcast voice queue, the voice server performs corresponding voice broadcast according to each broadcast voice arranged in the first broadcast voice queue for the user to select.
In a preferred embodiment of the present invention, the voice server may generate a first broadcast voice queue for the broadcast services after being sequenced according to a preset queue rule as described below:
the voice server firstly acquires the screened broadcast service quantity, and identifies whether the screened broadcast service quantity is smaller than the quantity of all service servers in communication connection with the voice server; if the screened broadcast service quantity is less than the quantity of all the service servers, the generated first broadcast voice queue comprises: other service options and the service options corresponding to the screened broadcast services; and the broadcast priority of the other service options is the lowest. For example, if there are three total number of service servers communicatively connected to the voice server, the service servers screened may only be two: bank server and credit card server, then the first pronunciation queue of reporting that voice server generated includes: the banking business is requested to be pressed 1, the credit card business is requested to be pressed 2, and the other business is requested to be pressed 3.
If the broadcast service quantity screened by the voice server is equal to all the quantity of the service servers, the first broadcast voice queue generated by the voice server only comprises: and screening out the service options corresponding to the broadcast services. For example, if there are three service servers in communication connection with the voice server, there are three service servers screened: bank server, credit card server and stock server, then the first pronunciation queue of reporting that voice server generated includes: the bank business is requested to be pressed 1, the credit card business is requested to be pressed 2, and the security business is requested to be pressed 3.
The voice broadcasting method of the multi-service type receives the incoming call of a user through the voice server, traverses the user data database corresponding to each service server in communication connection with the voice server, and screens out the service server containing the incoming call number; acquiring broadcast services corresponding to the screened service servers and comprising broadcast service types and broadcast service quantity according to a pre-stored mapping relation between the service servers and the service types; the broadcasting services are subjected to broadcasting priority sequencing according to preset broadcasting priorities, a first broadcasting voice queue is generated for the broadcasting services after sequencing on the basis of a preset queue rule, and voice broadcasting is carried out according to the generated first broadcasting voice queue; the method has the advantages that different broadcasting priority sequences are adopted for different users to broadcast corresponding services, so that the same broadcasting contents are prevented from being broadcast by adopting the same broadcasting sequence for all the users, and the voice broadcasting efficiency and the voice broadcasting intelligence are improved; for the user side, the time of the user is saved, and the user experience is improved.
Based on the description of the embodiment in fig. 1, in the multi-service type voice broadcasting method according to the present invention, when the voice server is playing the first broadcast voice queue, if a selection instruction triggered by the user is received, the voice corresponding to the selection instruction is broadcasted in response to the selection instruction.
As shown in fig. 2, in the multi-service type voice broadcasting method of the present invention, after "step S30, according to a preset broadcasting priority, performing broadcasting priority sorting on the broadcasting services, and based on a preset queue rule, generating a first broadcasting voice queue for the sorted broadcasting services, and performing voice broadcasting according to the generated first broadcasting voice queue" in the embodiment of fig. 1, the method further includes step S40:
and step S40, receiving and responding to a first service selection instruction triggered by the user aiming at the first broadcast voice queue, and broadcasting queue voice of the service type corresponding to the first service selection instruction.
In the embodiment of the invention, when the voice server plays the first broadcast voice queue, if a first service selection instruction triggered by a user aiming at the played first broadcast voice queue is received, the first service selection instruction is responded, and queue voice corresponding to the first service selection instruction is broadcast. For example, the first broadcast voice queue broadcasted by the voice server is: the bank business is requested to be pressed according to 1, the credit card business is requested to be pressed according to 2, and the security business is requested to be pressed according to 3; if the user presses the "1" key (in the embodiment of the present invention, the above keys include a physical key, a touch key, and the like), the voice server plays the queued voice of the service type "banking service" corresponding to the key "1".
In a preferred embodiment of the present invention, as shown in fig. 3, in the voice broadcasting method of multiple service types according to the present invention, step S40 in the embodiment of fig. 2, receiving and responding to a first service selection instruction triggered by a user for the first broadcasting voice queue, and broadcasting queue voice of a service type corresponding to the first service selection instruction, may be implemented as steps S410 to S440 described below:
step S410, receiving a first service selection instruction triggered by a user aiming at the first broadcast voice queue, and acquiring a service type corresponding to the first service selection instruction;
if the service type corresponding to the first service selection instruction is: and if the broadcast service is screened out, executing step S420:
step S420, broadcasting a first queue voice mapped by the service type corresponding to the first service selection instruction according to a mapping relation between a prestored service type and the queue voice;
based on the description of the embodiment of fig. 1, the first broadcast voice queue generated by the voice server includes: the service options corresponding to the screened broadcast services, or: the method comprises the following steps that other service options and the service options which are screened out and correspond to the broadcast services, therefore, when the voice server plays the first broadcast voice queue, a user selects an instruction based on a first service which is triggered by the voice played by the voice server, and the service type corresponding to the first service selection instruction comprises the following steps: and the screened broadcast services and other services which are not screened. Therefore, when the voice server receives a first service selection instruction triggered by the user for the first broadcast voice queue, the voice server first identifies that the service type corresponding to the first service selection instruction is: and the screened broadcasting service is also other non-screened services.
If the voice server identifies that the service type corresponding to the first service selection instruction is the screened broadcast service, the voice server directly broadcasts the first queue voice mapped by the service type corresponding to the first service selection instruction according to the mapping relation between the pre-stored service type and the opposite voice. For example, if the voice server recognizes that the service type corresponding to the first service selection instruction is "banking service" that is screened out, the voice server searches a mapping relationship between "banking service" that is stored in advance and queue voice, and broadcasts a first queue voice mapped by the service type of "banking service", for example: the internet bank requests to press 1, the account balance inquiry requests to press 2, the mobile phone bank requests to press 3, the bank card loss report requests to press 4, the complaint suggestion requests to press 5, other banking business requests to press 6, and the manual service requests to press 0.
If the voice server identifies that the service type corresponding to the first service selection instruction is: if there are no screened services, executing steps S430-S440:
step S430, according to a preset broadcast priority, carrying out broadcast priority sequencing on other services, generating a second broadcast voice queue for the other services after sequencing based on the service types and the service quantity corresponding to the other services, and carrying out voice broadcast according to the generated second broadcast voice queue;
step S440, receiving and responding to a second service selection instruction triggered by the user for the second broadcast voice queue, and broadcasting a second queue voice of the service type corresponding to the second service selection instruction.
In the embodiment of the present invention, if the voice server identifies that the service type corresponding to the first service selection instruction is: and if the other services are not screened out, the voice server firstly carries out broadcast priority sequencing on all service types contained in the other services according to the preset broadcast priority, and generates a second broadcast voice queue for the service types and the service data which are sequenced according to the priority and carries out voice broadcast according to the generated second broadcast voice queue based on all specific service types and service quantities contained in the other services.
When a user triggers a second service selection instruction based on a second broadcast voice queue broadcasted by the voice server, the voice server receives and responds to the second service selection instruction triggered by the user, and broadcasts second queue voice of the service type corresponding to the second service selection instruction.
For example, in a specific application scenario, a first broadcast voice queue broadcast by the voice server is: the banking business is requested to be pressed 1, the credit card business is requested to be pressed 2, and the other business is requested to be pressed 3. If the user presses a key 3 to trigger a first service selection instruction, the voice server recognizes that the service type corresponding to the first service selection instruction triggered by the user is a non-screened other service type, and the voice server reports the priority according to the preset broadcast, for all service types corresponding to the other services: the vehicle insurance service, the security service and the life insurance service are subjected to priority ranking; for example, the security service has the highest priority, the priority level is 1, the vehicle insurance service has the priority level of 2, and the life insurance service has the priority level of 3. The voice server generates a second broadcast voice queue for the sequenced service types: the securities business please press 1, the car insurance business please press 2, and the life insurance business please press 3. Receiving a second service selection instruction triggered by the user for the second broadcast voice queue, for example, if the user presses a key "2" to trigger the second service selection instruction, the voice server broadcasts a second queue voice of a service type corresponding to the second service selection instruction: the application of the insurance policy is as follows 1, the claim settlement is as follows 2, the application of the insurance policy is as follows 3, the consultation is as follows 4, the complaint is as follows 5, the other insurance business is as follows 6, and the manual service is as follows 0.
The voice broadcasting method of the multiple service types of the invention receives and responds to the first service selection instruction triggered by the user aiming at the first broadcasting voice queue, when the queue voice of the service type corresponding to the first service selection instruction is broadcasted, if the user selects other service types, the voice broadcasting is still carried out according to the corresponding broadcasting priority, and the method has the beneficial effect of further improving the voice broadcasting efficiency.
Based on the descriptions of the embodiments described in fig. 1, fig. 2, and fig. 3, in the voice broadcasting method of multiple service types according to the present invention, when the voice server plays the first queue voice or the second queue voice described in the above embodiments, if a selection instruction triggered by the user for the first queue voice or the second queue voice is received, the voice server executes the voice broadcasting of the information category to be checked according to the sub-service corresponding to the selection instruction.
As shown in fig. 4, after "step S40, receiving and responding to a first service selection instruction triggered by a user for the first broadcast voice queue, and broadcasting queue voice of a service type corresponding to the first service selection instruction" in the embodiment of fig. 3, the method for voice broadcasting multiple service types according to the present invention may further perform steps S50-S70:
step S50, receiving a sub-service selection instruction triggered by the user aiming at the first queue voice or the second queue voice, and acquiring a sub-service corresponding to the sub-service selection instruction;
and based on the first queue voice or the second queue voice played by the voice server, the user triggers a corresponding sub-service selection instruction, and the voice server responds to the sub-service selection instruction to acquire the sub-service selected by the user. Such as online banking, loss of bank card or complaint advice, etc.
Step S60, according to the preset mapping relation between the sub-service and the information kind to be checked, searching the information kind to be checked corresponding to the sub-service;
and step S70, aiming at the information types to be checked, broadcasting information input reminding voices corresponding to the information types to be checked one by one so that a user can input corresponding information to be checked according to the reminding voices.
And according to the mapping relation between the pre-stored sub-services and the information types to be checked, the voice server searches and acquires the information types to be checked corresponding to the sub-services, and broadcasts the information types one by one for the user to input the corresponding check information. In the embodiment of the invention, in order to improve the safety of user information and the accuracy of information query, the information types to be checked corresponding to at least two sub-services in each service type are not completely the same.
For example, the information category to be checked corresponding to the sub-business of online banking may include: information such as bank card account number, bank card user name, user identification number, account password and the like; the information to be checked corresponding to the loss report sub-service may include: information such as bank card account number and password; the types of information to be checked corresponding to the complaint sub-service may include: account number, etc.
When the information types needing to be checked are broadcasted in voice one by one, the broadcasting sequence can be set by the voice server in a self-service mode or set by background technicians. For example, for the information type to be checked corresponding to the online banking sub-business, the voice server may report "please input your bank account number" first, then report "please input the identification number of the account owner", if the identification number matches the input account number, continue to report "please input the account number password", or, if the identification number does not match the input account number, report "the identification number is input incorrectly, please re-input", and the like.
The voice broadcasting method of the multiple service types obtains the sub-service corresponding to the sub-service selection instruction by receiving the sub-service selection instruction triggered by the user aiming at the first queue voice or the second queue voice; searching the information type to be checked corresponding to the sub-service according to the preset mapping relation between the sub-service and the information type to be checked; according to the information types needing to be checked, information input reminding voices corresponding to the information types needing to be checked are broadcasted one by one, so that a user can input corresponding information needing to be checked according to the reminding voices; have and carry out the beneficial effect that suitable integration is carried out with traditional voice broadcast function and the new function that carries out voice broadcast according to broadcasting the priority, improved voice broadcast's application scope, also reduced voice broadcast's development cost.
Corresponding to the descriptions of the embodiments in fig. 1, fig. 2, fig. 3, and fig. 4, the present invention further provides a multi-service type voice broadcasting system, which can be applied to the voice server described in any one of the embodiments in fig. 1, fig. 2, fig. 3, and fig. 4. As shown in fig. 5, the voice broadcasting system of multiple service types of the present invention includes: the broadcast service system comprises a service screening module 100, a broadcast service acquisition module 200 and a first broadcast module 300; wherein:
a service screening module 100, configured to receive a user call, traverse a user data database corresponding to each service server in communication connection with the voice server, and screen out a service server including a call number;
in the embodiment of the present invention, when the service screening module 100 receives a user incoming call, the incoming call number of the user incoming call is acquired; meanwhile, the service screening module 100 traverses the user data databases of all service servers in communication connection with the voice server, searches whether the service servers include the incoming call number, and screens the service servers including the incoming call number. For example, the service screening module 100 screens out service servers including a bank server and a credit card server, which include the incoming call number, based on the incoming call number corresponding to the incoming call of the user.
A broadcast service obtaining module 200, configured to obtain, according to a mapping relationship between a pre-stored service server and service types, broadcast services corresponding to the screened service servers, where the broadcast services include broadcast service types and broadcast service numbers;
the business servers pre-store mapping relations between the business servers and business types, for example, the business type mapped by the bank server is banking business, and the business type mapped by the credit card server is credit card business. The broadcast service obtaining module 200 may obtain the broadcast service corresponding to the screened service server according to a pre-stored mapping relationship between the service server and the service type; the broadcast service obtaining module 200 obtains the broadcast service, and obtains the broadcast service types and the broadcast service number included in the broadcast service.
The first broadcasting module 300 is used for broadcasting the priority sequencing of the broadcasting services according to the preset broadcasting priority, generating a first broadcasting voice queue for the broadcasting services after sequencing based on the preset queue rule, and broadcasting the voice according to the generated first broadcasting voice queue.
According to the preset broadcast priority, the first broadcast module 300 performs priority sequencing on the acquired broadcast services. For example, banking priority is 1, insurance priority is 2, credit card priority is 3, securities priority is 4, etc.
To the broadcast services after sequencing, the first broadcast module 300 generates a corresponding first broadcast voice queue for the broadcast services after sequencing according to a preset queue rule. In the embodiment of the present invention, the preset queue rule may be specifically configured according to a feature of the voice server itself, and the specific content of the preset queue rule is not limited in the embodiment of the present invention. For example, the first broadcast module 300 directly generates a corresponding first broadcast voice queue according to the broadcast services sorted according to the priority; or combining the broadcast services sequenced according to the priority with the historical broadcast frequency corresponding to the broadcast services to generate a corresponding first broadcast voice queue and the like.
To the above-mentioned first broadcast voice queue that generates, first broadcast module 300 carries out corresponding voice broadcast according to each broadcast voice of arranging in this first broadcast voice queue for the user to select.
In a preferred embodiment of the present invention, the first broadcast module 300 may generate a first broadcast voice queue for the broadcast services after being sequenced according to a preset queue rule as described below:
the first broadcasting module 300 first obtains the number of the broadcast services screened by the service screening module 100, and identifies whether the screened number of the broadcast services is smaller than the number of all service servers in communication connection with the voice server; if the broadcast service quantity screened by the service screening module 100 is less than all the quantity of the service servers, the first broadcast voice queue generated by the first broadcast module 300 comprises: other service options and the service options corresponding to the screened broadcast services; and the broadcast priority of the other service options is the lowest. For example, if there are three total number of service servers communicatively connected to the voice server, the service screening module 100 only screens two service servers: bank server and credit card server, then the first voice queue of broadcasting that first broadcast module 300 generated includes: the banking business is requested to be pressed 1, the credit card business is requested to be pressed 2, and the other business is requested to be pressed 3.
If the broadcast service quantity screened by the service screening module 100 is equal to all the quantity of the service servers, the first broadcast voice queue generated by the first broadcast module 300 only includes: and screening out the service options corresponding to the broadcast services. For example, if there are three service servers in communication connection with the voice server, there are three service servers screened by the service screening module 100: bank server, credit card server and stock server, then the first voice queue of broadcasting that first broadcast module 300 generated includes: the bank business is requested to be pressed 1, the credit card business is requested to be pressed 2, and the security business is requested to be pressed 3.
The voice broadcasting system with multiple service types of the invention filters out the service server containing the incoming call number by receiving the incoming call of the user and traversing the user data database corresponding to each service server in communication connection with the voice server; acquiring broadcast services corresponding to the screened service servers and comprising broadcast service types and broadcast service quantity according to a pre-stored mapping relation between the service servers and the service types; the broadcasting services are subjected to broadcasting priority sequencing according to preset broadcasting priorities, a first broadcasting voice queue is generated for the broadcasting services after sequencing on the basis of a preset queue rule, and voice broadcasting is carried out according to the generated first broadcasting voice queue; the method has the advantages that different broadcasting priority sequences are adopted for different users to broadcast corresponding services, so that the same broadcasting contents are prevented from being broadcast by adopting the same broadcasting sequence for all the users, and the voice broadcasting efficiency and the voice broadcasting intelligence are improved; for the user side, the time of the user is saved, and the user experience is improved.
Based on the description of the embodiment shown in fig. 5, as shown in fig. 6, the voice broadcasting system of multiple service types according to the present invention further includes:
the second broadcasting module 400 is configured to receive and respond to a first service selection instruction triggered by the user for the first broadcasting voice queue, and broadcast queue voice of a service type corresponding to the first service selection instruction.
In the embodiment of the present invention, when the first broadcast module 300 is playing the first broadcast voice queue, if the second broadcast module 400 receives a first service selection instruction triggered by a user for the played first broadcast voice queue, the second broadcast module 400 responds to the first service selection instruction to broadcast the queue voice corresponding to the first service selection instruction. For example, the first broadcast voice queue broadcast by the first broadcast module 300 is: the bank business is requested to be pressed according to 1, the credit card business is requested to be pressed according to 2, and the security business is requested to be pressed according to 3; if the user presses the "1" key (in the embodiment of the present invention, the above keys include a physical key, a touch key, and the like), the second broadcast module 400 plays the queued voice of the service type "banking service" corresponding to the key "1".
In a preferred embodiment of the present invention, as shown in fig. 7, in the voice broadcasting system with multiple service types according to the present invention, in the embodiment shown in fig. 6, the second broadcasting module 400 includes: obtaining unit 410, screening service broadcasting unit 420 and: other service broadcasting unit 430; wherein:
an obtaining unit 410, configured to receive a first service selection instruction triggered by a user for the first broadcast voice queue, and obtain a service type corresponding to the first service selection instruction;
a screening service broadcasting unit 420, configured to, if the service type corresponding to the first service selection instruction is: broadcasting the first queue voice mapped by the service type corresponding to the first service selection instruction according to the mapping relation between the prestored service type and the queue voice;
the other service broadcasting unit 430 is configured to: if the service type corresponding to the first service selection instruction is: and if the other services are not screened out, the following operations are executed:
according to a preset broadcast priority, carrying out broadcast priority sequencing on the other services, generating a second broadcast voice queue for the other services after sequencing based on the service types and the service quantity corresponding to the other services, and carrying out voice broadcast according to the generated second broadcast voice queue; and receiving and responding to a second service selection instruction triggered by the user aiming at the second broadcast voice queue, and broadcasting second queue voice of the service type corresponding to the second service selection instruction.
Because the first voice queue of broadcasting that first report module 300 generated includes: the service options corresponding to the screened broadcast services, or: other service options and the business option of sieving out the corresponding of broadcast service, consequently, first broadcast module 300 is when broadcasting above-mentioned first broadcast voice queue, and the user is based on the first service selection instruction that the above-mentioned pronunciation that the voice server broadcast triggered, and the business type that this first service selection instruction corresponds includes: and the screened broadcast services and other services which are not screened. Therefore, when the second broadcasting module 400 receives the first service selection instruction triggered by the user for the first broadcasting voice queue: the obtaining unit 410 first identifies that the service type corresponding to the first service selection instruction is: and the screened broadcasting service is also other non-screened services.
If the obtaining unit 410 identifies that the service type corresponding to the first service selection instruction is the screened broadcast service, the screening service broadcasting unit 420 directly broadcasts the first queue voice mapped by the service type corresponding to the first service selection instruction according to the mapping relationship between the pre-stored service type and the opposite voice. For example, if the obtaining unit 410 recognizes that the service type corresponding to the first service selection instruction is "banking service" that is screened out, the screening service broadcasting unit 420 searches a mapping relationship between "banking service" that is stored in advance and queue voice, and broadcasts a first queue voice mapped by the service type of "banking service", for example: the internet bank requests to press 1, the account balance inquiry requests to press 2, the mobile phone bank requests to press 3, the bank card loss report requests to press 4, the complaint suggestion requests to press 5, other banking business requests to press 6, and the manual service requests to press 0.
In this embodiment of the present invention, if the obtaining unit 410 identifies that the service type corresponding to the first service selection instruction is: other services that are not screened out, then other service broadcast unit 430 according to the preset broadcast priority, firstly carries out broadcast priority sequencing on all service types contained in the other services, and based on all specific service types and service quantities contained in the other services, other service broadcast unit 430 generates a second broadcast voice queue for the service types and service data sequenced according to the priority, and carries out voice broadcast according to the generated second broadcast voice queue.
When a second broadcast voice queue broadcasted by the user based on the voice server triggers a second service selection instruction, the other service broadcasting unit 430 receives and responds to the second service selection instruction triggered by the user, and broadcasts a second queue voice of a service type corresponding to the second service selection instruction.
For example, in a specific application scenario, the first broadcast voice queue broadcast by the first broadcast module 300 is: the banking business is requested to be pressed 1, the credit card business is requested to be pressed 2, and the other business is requested to be pressed 3. If the user has pressed button "3" to trigger a first service selection instruction, then the acquisition unit 410 of the second broadcast module 400 identifies that the service type corresponding to the above-mentioned first service selection instruction triggered by the user is the "other service" type that is not screened out, then other services broadcast unit 430 according to preset broadcast priority, to all service types that "other services" correspond: the vehicle insurance service, the security service and the life insurance service are subjected to priority ranking; for example, the security service has the highest priority, the priority level is 1, the vehicle insurance service has the priority level of 2, and the life insurance service has the priority level of 3. The other service broadcasting unit 430 generates a second broadcasting voice queue for the sorted service types: the securities business please press 1, the car insurance business please press 2, and the life insurance business please press 3. Receiving a second service selection instruction triggered by the user for the second broadcast voice queue, for example, the user presses the key "2" to trigger the second service selection instruction, and then the other service broadcast unit 430 broadcasts the second queue voice of the service type corresponding to the second service selection instruction: the application of the insurance policy is as follows 1, the claim settlement is as follows 2, the application of the insurance policy is as follows 3, the consultation is as follows 4, the complaint is as follows 5, the other insurance business is as follows 6, and the manual service is as follows 0.
The voice broadcasting system with multiple service types of the invention receives and responds to the first service selection instruction triggered by the user aiming at the first broadcasting voice queue, when the queue voice of the service type corresponding to the first service selection instruction is broadcasted, if the user selects other service types, the voice broadcasting is still carried out according to the corresponding broadcasting priority, and the voice broadcasting system with multiple service types has the beneficial effect of further improving the voice broadcasting efficiency.
Based on the descriptions of the embodiments described in fig. 5, fig. 6, and fig. 7, as shown in fig. 8, the voice broadcasting system of multiple service types according to the present invention further includes: a sub-service acquisition module 500, a search module 600, and a third reporting module 700; wherein:
a sub-service obtaining module 500, configured to receive a sub-service selection instruction triggered by a user for the first queue voice or the second queue voice, and obtain a sub-service corresponding to the sub-service selection instruction;
based on the first queue voice or the second queue voice played by the second broadcasting module 400, the user triggers a corresponding sub-service selection instruction, and the sub-service obtaining module 500 obtains the sub-service selected by the user in response to the sub-service selection instruction. Such as online banking, loss of bank card or complaint advice, etc.
The searching module 600 is configured to search, according to a mapping relationship between a preset sub-service and an information category to be checked, an information category to be checked corresponding to the sub-service;
a third broadcasting module 700, configured to broadcast, for the information types to be checked, information input reminding voices corresponding to the information types to be checked, one by one, so that a user can input corresponding information to be checked according to the reminding voices.
According to the mapping relationship between the pre-stored sub-services and the information types to be checked, the searching module 600 searches and obtains the information types to be checked corresponding to the sub-services, and broadcasts the information types one by one for the user to input the corresponding check information. In the embodiment of the invention, in order to improve the safety of user information and the accuracy of information query, the information types to be checked corresponding to at least two sub-services in each service type are not completely the same.
For example, the information category to be checked corresponding to the sub-business of online banking may include: information such as bank card account number, bank card user name, user identification number, account password and the like; the information to be checked corresponding to the loss report sub-service may include: information such as bank card account number and password; the types of information to be checked corresponding to the complaint sub-service may include: account number, etc.
When the third broadcasting module 700 broadcasts the information types to be checked one by one, the broadcasting sequence can be set by the voice server by itself or by a backstage technician. For example, for the information type to be checked corresponding to the sub-business of online banking, the third broadcasting module 700 may broadcast "please input your bank account number" first, then "please input the identification number of the account owner" second, if the identification number matches the input account number, continue to broadcast "please input the account number password", or, if the identification number does not match the input account number, broadcast "the identification number is input incorrectly, please re-input", and the like.
The voice broadcasting system with multiple service types acquires the sub-service corresponding to the sub-service selection instruction by receiving the sub-service selection instruction triggered by the user aiming at the first queue voice or the second queue voice; searching the information type to be checked corresponding to the sub-service according to the preset mapping relation between the sub-service and the information type to be checked; according to the information types needing to be checked, information input reminding voices corresponding to the information types needing to be checked are broadcasted one by one, so that a user can input corresponding information needing to be checked according to the reminding voices; have and carry out the beneficial effect that suitable integration is carried out with traditional voice broadcast function and the new function that carries out voice broadcast according to broadcasting the priority, improved voice broadcast's application scope, also reduced voice broadcast's development cost.
It should be noted that, in this document, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or system that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or system. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other like elements in a process, method, article, or system that comprises the element.
The above-mentioned serial numbers of the embodiments of the present invention are merely for description and do not represent the merits of the embodiments.
Through the above description of the embodiments, those skilled in the art will clearly understand that the method of the above embodiments can be implemented by software plus a necessary general hardware platform, and certainly can also be implemented by hardware, but in many cases, the former is a better implementation manner. Based on such understanding, the technical solutions of the present invention may be embodied in the form of a software product, which is stored in a storage medium (e.g., ROM/RAM, magnetic disk, optical disk) and includes instructions for enabling a terminal device (e.g., a mobile phone, a computer, a server, or a network device) to execute the method according to the embodiments of the present invention.
The above description is only for the preferred embodiment of the present invention and is not intended to limit the scope of the present invention, and all modifications of equivalent structures and equivalent processes that can be directly or indirectly applied to other related technical fields using the contents of the present specification and the accompanying drawings are included in the scope of the present invention.
Claims (8)
1. A voice broadcast method of multi-service type is characterized by comprising the following steps:
the voice server receives the incoming call of the user, traverses a user data database corresponding to each service server in communication connection with the voice server, and screens out the service server containing the incoming call number;
acquiring broadcast services corresponding to the screened service servers and comprising broadcast service types and broadcast service quantity according to a pre-stored mapping relation between the service servers and the service types;
according to predetermineeing the report priority, it is right report the priority sequencing of business to based on predetermineeing the queue rule, for after the sequencing report the business and generate first report voice queue, according to the generation first report voice queue carries out voice broadcast, wherein, based on predetermineeing the queue rule, for after the sequencing report the business and generate first report voice queue, include:
identifying whether the screened broadcasting service quantity is smaller than the quantity of all service servers in communication connection with the voice server;
if the screened broadcast service quantity is less than the quantity of all the service servers, the generated first broadcast voice queue comprises: other service options and the service options corresponding to the screened broadcast services; the broadcasting priority of the other service options is the lowest;
if the screened broadcast service quantity is equal to the quantity of all the service servers, the generated first broadcast voice queue only comprises: and screening out the service options corresponding to the broadcast services.
2. The method as claimed in claim 1, wherein the voice broadcasting method for multiple service types further comprises the steps of:
and receiving and responding to a first service selection instruction triggered by a user aiming at the first broadcast voice queue, and broadcasting queue voice of the service type corresponding to the first service selection instruction.
3. The method of claim 2, wherein the receiving and responding to a first service selection instruction triggered by a user for the first broadcast voice queue, and broadcasting a queue voice of a service type corresponding to the first service selection instruction comprises:
receiving a first service selection instruction triggered by a user aiming at the first broadcast voice queue, and acquiring a service type corresponding to the first service selection instruction;
if the service type corresponding to the first service selection instruction is: broadcasting the first queue voice mapped by the service type corresponding to the first service selection instruction according to the mapping relation between the prestored service type and the queue voice;
if the service type corresponding to the first service selection instruction is: and if the other services are not screened out, the following operations are executed:
according to a preset broadcast priority, carrying out broadcast priority sequencing on the other services, generating a second broadcast voice queue for the other services after sequencing based on the service types and the service quantity corresponding to the other services, and carrying out voice broadcast according to the generated second broadcast voice queue;
and receiving and responding to a second service selection instruction triggered by the user aiming at the second broadcast voice queue, and broadcasting second queue voice of the service type corresponding to the second service selection instruction.
4. The method as claimed in claim 3, wherein the voice broadcasting method for multiple service types further comprises the steps of:
receiving a sub-service selection instruction triggered by a user aiming at the first queue voice or the second queue voice, and acquiring a sub-service corresponding to the sub-service selection instruction;
searching the information type to be checked corresponding to the sub-service according to the preset mapping relation between the sub-service and the information type to be checked;
and aiming at the information types to be checked, information input reminding voices corresponding to the information types to be checked are broadcasted one by one, so that a user can input corresponding information to be checked according to the reminding voices.
5. A voice broadcast system of multiple service types, comprising:
the service screening module is used for receiving the incoming call of the user, traversing user data databases corresponding to all service servers in communication connection with the voice server and screening out the service servers containing the incoming call number;
the broadcast service acquisition module is used for acquiring broadcast services which comprise broadcast service types and broadcast service quantities and correspond to the screened service servers according to the mapping relation between the prestored service servers and the service types;
the first broadcasting module is used for carrying out broadcasting priority sequencing on the broadcasting services according to preset broadcasting priorities, generating a first broadcasting voice queue for the sequenced broadcasting services based on a preset queue rule, and carrying out voice broadcasting according to the generated first broadcasting voice queue;
wherein the first reporting module is further configured to:
identifying whether the screened broadcasting service quantity is smaller than the quantity of all service servers in communication connection with the voice server;
if the screened broadcast service quantity is less than the quantity of all the service servers, the generated first broadcast voice queue comprises: other service options and the service options corresponding to the screened broadcast services; the broadcasting priority of the other service options is the lowest;
if the screened broadcast service quantity is equal to the quantity of all the service servers, the generated first broadcast voice queue only comprises: and screening out the service options corresponding to the broadcast services.
6. The system of claim 5, wherein the multi-service type voice broadcasting system further comprises:
and the second broadcasting module is used for receiving and responding to a first service selection instruction triggered by a user aiming at the first broadcasting voice queue and broadcasting the queue voice of the service type corresponding to the first service selection instruction.
7. The system of claim 6, wherein the second broadcast module comprises:
an obtaining unit, configured to receive a first service selection instruction triggered by a user for the first broadcast voice queue, and obtain a service type corresponding to the first service selection instruction;
a screening service broadcasting unit, configured to select a service type corresponding to the first service selection instruction as: broadcasting the first queue voice mapped by the service type corresponding to the first service selection instruction according to the mapping relation between the prestored service type and the queue voice;
other business report units, are used for: if the service type corresponding to the first service selection instruction is: and if the other services are not screened out, the following operations are executed:
according to a preset broadcast priority, carrying out broadcast priority sequencing on the other services, generating a second broadcast voice queue for the other services after sequencing based on the service types and the service quantity corresponding to the other services, and carrying out voice broadcast according to the generated second broadcast voice queue;
and receiving and responding to a second service selection instruction triggered by the user aiming at the second broadcast voice queue, and broadcasting second queue voice of the service type corresponding to the second service selection instruction.
8. The system of claim 7, wherein the multi-service type voice broadcasting system further comprises:
the sub-service acquisition module is used for receiving a sub-service selection instruction triggered by a user aiming at the first queue voice or the second queue voice and acquiring a sub-service corresponding to the sub-service selection instruction;
the searching module is used for searching the information type to be checked corresponding to the sub-service according to the mapping relation between the preset sub-service and the information type to be checked;
and the third broadcasting module is used for broadcasting the information input reminding voices corresponding to the information types to be checked one by one aiming at the information types to be checked so as to provide the user with the information to be checked corresponding to the reminding voice input.
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| CN107809550A (en) * | 2016-09-08 | 2018-03-16 | 阿里巴巴集团控股有限公司 | The method and apparatus of adjustment business speech play order |
| CN107704946B (en) * | 2017-08-29 | 2019-05-10 | 平安科技（深圳）有限公司 | Electronic device, Voice Navigation needing forecasting method and storage medium |
| CN109995951B (en) * | 2017-12-29 | 2021-09-07 | 中国移动通信集团山西有限公司 | Interactive voice response method, device, equipment and medium |
| CN110163700B (en) * | 2018-02-11 | 2022-06-10 | 北京嘀嘀无限科技发展有限公司 | Order distribution method, device, server and medium |
| CN109600523A (en) * | 2018-10-11 | 2019-04-09 | 平安科技（深圳）有限公司 | Service hotline broadcasting method, device, computer equipment and storage medium |
| CN109841215B (en) * | 2018-12-26 | 2021-02-02 | 珠海格力电器股份有限公司 | Voice broadcasting method and device, storage medium and voice household appliance |
| CN110191150B (en) * | 2019-04-11 | 2021-02-19 | 创新先进技术有限公司 | Information processing system, method, device and equipment |
| CN110162292B (en) * | 2019-04-15 | 2021-03-19 | 创新先进技术有限公司 | Voice broadcasting method and device |
| US10990939B2 (en) | 2019-04-15 | 2021-04-27 | Advanced New Technologies Co., Ltd. | Method and device for voice broadcast |
| CN111833072A (en) * | 2019-08-28 | 2020-10-27 | 北京嘀嘀无限科技发展有限公司 | Broadcast item pushing method, pushing device and readable storage medium |
| CN111949818A (en) * | 2020-08-14 | 2020-11-17 | 天津中新智冠信息技术有限公司 | Data processing method and device, data processing equipment and storage medium |
| CN112351364B (en) * | 2021-01-04 | 2021-04-16 | 深圳千岸科技股份有限公司 | Voice playing method, earphone and storage medium |
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| CN104052883A (en) * | 2013-03-13 | 2014-09-17 | 华为技术有限公司 | Method, device and system for obtaining menu information |
| CN105450876A (en) * | 2014-06-11 | 2016-03-30 | 阿里巴巴集团控股有限公司 | Voice broadcast method and related system |
| CN110266897B (en) * | 2014-06-11 | 2020-10-20 | 创新先进技术有限公司 | Voice broadcasting method based on IVR and related system |
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