CN107800895A - A kind of interactive voice answering method and device - Google Patents
A kind of interactive voice answering method and device Download PDFInfo
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- CN107800895A CN107800895A CN201610799321.1A CN201610799321A CN107800895A CN 107800895 A CN107800895 A CN 107800895A CN 201610799321 A CN201610799321 A CN 201610799321A CN 107800895 A CN107800895 A CN 107800895A
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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
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Abstract
The present invention discloses a kind of interactive voice answering method and device, is related to field of computer technology, to solve the problem of prior art interactive voice answering system menu and complex operation, poor user experience.Methods described includes：Receive the voice command of user and institute's speech commands are converted into corresponding Text Command；Order keyword in the Text Command determines service node corresponding with the voice command of the user；Into the service node, to provide corresponding node serve for institute's speech commands.
Description
Technical field
The present invention relates to field of computer technology, more particularly to a kind of interactive voice answering method and device.
Background technology
In existing IVR (Interactive Voice Response, interactive voice answering) flow application, work as user
When dialing a service calls and ask for help, the menu setecting that traditional keystroke pattern can be provided is limited, makes caller
Which classification the problem of oneself must not be guessed with a wet finger belongs to, and menu level is often extremely complex, and caller is being sick of
After listening to cumbersome menu option or cannot get definite result, more it is happy to directly select consulting manual service.
In addition, traditional keystroke pattern is not welcome by cellie very much, when consumer uses mobile phone dialing
During number, it is necessary to continually mobile phone to be taken away so as to button, this undoubtedly adds the operating time of user and fussy degree, in
It is that user has directly selected manual service again.This just virtually adds the workload of our operator attendance, and artificial
Attend a banquet and have to complete some unnecessary work, the efficiency of IVR system is lowered.Or when user is being in as driven
During etc. in state, dial mobile phone, write the operations such as short message, cartographic information inquiry, just seemed using manual input operation especially tired
Difficult and trouble.
The content of the invention
It is existing to solve the technical problem to be solved in the present invention is to provide a kind of interactive voice answering method and device
Technology interactive voice answering system menu and complex operation, the problem of poor user experience.
On the one hand, the present invention provides a kind of interactive voice answering method, including：Receive the voice command of user and by institute
Speech commands are converted into corresponding Text Command；Order keyword in the Text Command is determined with the user's
Service node corresponding to voice command；Into the service node, to provide corresponding node serve for institute's speech commands.
Optionally, the order keyword in the Text Command determines corresponding with the voice command of the user
Service node include：The content of the Text Command is split as multiple order keywords；Inquire about and whether deposit in database
In business keyword corresponding with the order keyword；Industry corresponding with the order keyword in the database be present
It is engaged in the case of keyword, determining to order with the voice of the user according to the corresponding relation of the business keyword and service node
Service node corresponding to order.
Optionally, the voice determined according to the corresponding relation of the business keyword and service node with the user
Service node includes corresponding to order：If the business keyword corresponds to unique business node, the unique business section is determined
Point is service node corresponding to the voice command of the user；If the business keyword corresponds to multiple service nodes：According to
The priority of the multiple service node determines that the service node of highest priority is industry corresponding to the voice command of the user
Business node；Or other order key word informations in the Text Command, select one from the multiple service node
Service node corresponding to the individual voice command as the user；Or by continuing to carry out voice interface with the user, from
A service node corresponding with the voice command of the user is determined in the multiple service node.
Optionally, the business keyword corresponding with the order keyword includes：The order keyword in itself or
The synonym of order keyword, near synonym described in person.
Optionally, it is described receive user voice command and by institute's speech commands be converted into corresponding Text Command it
Before, methods described also includes：The service content provided according to each service node, determine that business corresponding to each service node is closed
Keyword；The business keyword and corresponding service node are established into corresponding relation, to form database.
On the other hand, the present invention also provides a kind of interactive voice answering device, including：Reception and conversion unit, are used for
Receive the voice command of user and institute's speech commands are converted into corresponding Text Command；Node determining unit, for basis
Order keyword in the Text Command that the reception and converting unit are converted to determines corresponding with the voice command of the user
Service node；Node serve unit, the service node determined for entering the node determining unit, with for the voice
Order provides corresponding node serve.
Optionally, the node determining unit includes：Module is split, it is more for the content of the Text Command to be split as
Individual order keyword；Enquiry module, closed for being inquired about in database with the presence or absence of business corresponding with the order keyword
Keyword；Determining module, for it business keyword corresponding with the order keyword be present in the database in the case of,
Service node corresponding with the voice command of the user is determined with the corresponding relation of service node according to the business keyword.
Optionally, the determining module includes：First determination sub-module, if corresponded to for the business keyword unique
Service node, determine the unique business node for service node corresponding to the voice command of the user；Second determines submodule
Block, if corresponding to multiple service nodes for the business keyword：Determined according to the priority of the multiple service node excellent
First level highest service node is service node corresponding to the voice command of the user；Or according in the Text Command
Other order key word informations, industry corresponding to a voice command as the user is selected from the multiple service node
Business node；Or by continuing to carry out voice interface with the user, one and institute are determined from the multiple service node
State service node corresponding to the voice command of user.
Optionally, the business keyword corresponding with the order keyword includes：The order keyword in itself or
The synonym of order keyword, near synonym described in person.
Further, described device also includes：Business keyword determining unit, for receiving the voice command of user simultaneously
Before institute's speech commands are converted into corresponding Text Command, according to the service content of each service node offer, it is determined that described
Business keyword corresponding to each service node；Unit is established, for the business keyword and corresponding service node to be established pair
It should be related to, to form database.
Interactive voice answering method and device provided in an embodiment of the present invention, the voice command of user can be received and incited somebody to action
Institute's speech commands are converted into corresponding Text Command；Determined and the user then according to the order keyword in Text Command
Voice command corresponding to service node, so that the order of user is specifically implemented on a service node, hence into this
Service node, to provide corresponding node serve for institute's speech commands.So, only by the natural language speech of user
Input can accurately hold user's request, provide the user convenience, accurate, quality service, avoid user to menu categories
Grope with button select, so as to greatly improve Consumer's Experience.
Brief description of the drawings
Fig. 1 is a kind of flow chart of interactive voice answering method provided in an embodiment of the present invention；
Fig. 2 is another flow chart of interactive voice answering method provided in an embodiment of the present invention；
Fig. 3 is another flow chart of interactive voice answering method provided in an embodiment of the present invention；
Fig. 4 is another flow chart of interactive voice answering method provided in an embodiment of the present invention；
Fig. 5 is a kind of structural representation of interactive voice answering device provided in an embodiment of the present invention.
Embodiment
Below in conjunction with accompanying drawing, the present invention is described in detail.It should be appreciated that specific embodiment described herein is only
To explain the present invention, the present invention is not limited.
As shown in figure 1, the embodiment of the present invention provides a kind of interactive voice answering method, including：
S11, receive the voice command of user and institute's speech commands are converted into corresponding Text Command；
S12, the order keyword in the Text Command determine business corresponding with the voice command of the user
Node；
S13, into the service node, to provide corresponding node serve for institute's speech commands.
Interactive voice answering method provided in an embodiment of the present invention, the voice command of user can be received and by institute's predicate
Sound order is converted into corresponding Text Command；The voice with the user is determined then according to the order keyword in Text Command
Service node corresponding to order, so as to which the order of user is specifically implemented on a service node, hence into the business section
Point, to provide corresponding node serve for institute's speech commands.So, it is only by the natural language speech input of user
User's request can be accurately held, convenience, accurate, quality service is provided the user, avoids user and menu categories are groped
Selected with button, so as to greatly improve Consumer's Experience.
Optionally, user can carry out telereference question and answer by mobile terminals such as mobile phone, fixed lines to call center.When with
Behind the call establishment center of family, a problem is often sent equivalent to one voice command of transmission.Call center receives voice life
After order, the voice command first can be changed into textual form, the then order to text form carries out semantic analysis.
Specifically, in step s 12, can be specified every in Text Command by carrying out semantic analysis to Text Command
The meaning of individual word and phrase is so that it is determined that go out order keyword therein.For example, in one embodiment of the invention, conversion
The Text Command gone out is " I want change service package ", then can determine corresponding to order keyword be " service package " and
" replacing ".
Optionally, in step S12, the order keyword in the Text Command determines to order with the voice of the user
Service node may include following steps corresponding to order：
The content of the Text Command is split as multiple order keywords；
Inquiry whether there is business keyword corresponding with the order keyword in database；
In the case of business keyword corresponding with the order keyword being present in the database, according to the industry
Business keyword determines service node corresponding with the voice command of the user with the corresponding relation of service node.
Still by taking " I wants to change service package " of above-described embodiment as an example, content of text first can be split as multiple orders
Keyword " I ", " thinking ", " replacing ", " service package ", then inquire about in database and whether there is and above-mentioned life in database
Make the business keyword that keyword is corresponding.Optionally, business keyword corresponding with order keyword can be that the order is closed
Keyword is in itself or the synonym of order keyword, near synonym etc..For example, business keyword corresponding to " service package "
Can be " service package ", " monthly package ", " set meal " etc., business keyword corresponding to " replacing " can be " changing ", " changing ",
" gravity treatment " etc..
By the business that voice interface answering system is serviced, involve a wide range of knowledge, menu setecting it is more, also imply that corresponding to
Service node is more, and therefore, a service node is likely to require multiple order keywords to position, and the voice of user is ordered
Order is possible to include all these necessary order keywords, it is also possible to only covers a part therein, so as to incite somebody to action
Service node navigates to one of them, but is positioned to that certain is a kind of or certain is several.
For such case, in one embodiment of the invention, according to the business keyword and pair of service node
It should be related to and determine that service node corresponding with the voice command of the user may particularly include following steps：
If the business keyword corresponds to unique business node, the language that the unique business node is the user is determined
Service node corresponding to sound order；
If the business keyword corresponds to multiple service nodes：
Determine that the service node of highest priority is the voice of the user according to the priority of the multiple service node
Service node corresponding to order；Or
Other order key word informations in the Text Command, a work is selected from the multiple service node
For service node corresponding to the voice command of the user；Or
By continuing to carry out voice interface with the user, one and the use are determined from the multiple service node
Service node corresponding to the voice command at family.
For example, in one embodiment of the invention, user will inquire about " my this month telephone expenses ", Call Center Platform
The content that client says is collected, then by ASR (Automatic Speech Recognition, automatic speech recognition) language
Sound content transformation is content of text, carries out menu nodes codes match.Optionally, " telephone expenses " this industry can be configured in advance
Be engaged in keyword, and configure service node corresponding to the good business keyword be telephone expenses query node (while also correspond to other with
The relevant service node of telephone expenses, such as charge filling), while the service node also needs to telephone expenses month and telephone number parameter, because
During this configuration in addition to configuration service keyword telephone expenses, configuration service keyword month and telephone number are also wanted.And the voice of user
" I " in input, " this month " two order keywords can match month and the telephone number that user needs to inquire about, so
Corresponding service node can be matched.And if the phonetic entry of user is " telephone expenses ", it at this moment can only match major class business section
Point, final business further can be determined by priority ranking, other order key word informations or continuation voice interface
Node.
For example, if " telephone expenses " this business keyword is equally corresponded to, but if being provided with " looking into owner's telephone expenses " industry
The priority of business node is higher than the priority of " charge filling " service node, then may further determine that final service node is
" looking into owner's telephone expenses ".
In another example if user voice command is " giving father's charge filling ", command keyword therein is " father ", " filled
Telephone expenses ", and " charge filling " is only included in the business keyword inquired in database without including " father ", then determining
After the service node of this major class of charge filling, the business section of next stage can be further determined that according to order keyword " father "
Point.
It is of course also possible to voice interface is further carried out with user to obtain other letters required for location service node
Breath.Embodiments of the invention are not limited this.
After unique business node is determined, in step s 13, you can enter corresponding service node, and be directed to step S11
The voice command of middle user provides corresponding node serve.
In above-described embodiment, service node corresponding with voice command has been arrived by data base querying, it is corresponding in order to obtain
Database, further, in one embodiment of the invention, step S11 receive user voice command and will described in
Voice command is converted into before corresponding Text Command, and interactive voice answering method provided in an embodiment of the present invention can also wrap
Include：
The service content provided according to each service node, determines business keyword corresponding to each service node；
The business keyword and corresponding service node are established into corresponding relation, to form database.
For example, Express Logistics traffic condition can be inquired about by interactive voice answering, order inquiries, order can be entrusted
Business keyword is uniformly included in database corresponding to the service content such as support, service evaluation, is indicated in the database clear each
The corresponding relation of business keyword and service node.
Interactive voice answering method provided by the invention is described in detail below by specific embodiment.
As shown in Fig. 2 in the present embodiment, interactive voice answering method may include following steps：
Step 101：Place calls central platform corresponds to access code to user on the client；
Step 102：After Call Center Platform receives user's request, IVR operation flows are performed, play voice message user；
Step 103：User says the voice content for needing to seek advice from natural language and sends voice command；
Step 104：The voice command of user is converted into Text Command by Call Center Platform by ASR；
Step 105：Call Center Platform carries out semantic analysis to Text Command content, and returns to analysis result to IVR；
Step 106：IVR carries out next step flow processing according to returning result, for example play menu node or is rung
The business processing answered.
The present embodiment can accurately hold user's request only by the natural language speech input of user, provide the user
Convenient, accurate, quality service, simplifies menu, avoid user to menu categories grope and button selects, so as to significantly
Improve Consumer's Experience.
As shown in figure 3, in one embodiment of the invention, the process for determining service node according to voice command may include
Following steps：
Step S201：The content of text that the natural language of user is converted by ASR；
Step S202：Content of text is split as according to dictionary by multiple order keywords；
The business keyword in dictionary first can be allocated to service node；Natural language is analyzed again, will be ordered
Keyword is matched with business keyword；
Step S203：Encoded according to the Keywords matching menu nodes configured in dictionary；
Need to be pre-configured with keyword and service node coding mapping relation, and the parameter that service node needs herein,
Multiple parameters are supported, support all kinds：Such as time, number etc..These parameters can also in user speech by context or
The form for being to continue with question is got.Specific matching implementation process can be the content of text and the pass of configuration for identifying ASR
Keyword is compared matching, and the importance of multiple keywords is judged in matching result, gets optimal keyword, then from user certainly
IVR service nodes corresponding to optimal keyword are found in right language.If matching multiple nodes, then found from user semantic
Other order keywords, match and are serviced into corresponding service node；If can not be effectively matched, user is carried
Show, after the phonetic entry of family, be fitted on corresponding service node；
Step S204：Judge whether to have matched menu nodes coding.If matched, correct menu nodes are returned
Coding and return parameters, it is on the contrary then return to default erroneous menu nodes encoding.
As shown in figure 4, in the present embodiment, interactive voice answering method may include following steps：
Step S301：After customers dial IVR access codes, system plays main menu navigation sound；Such as：Good morning, may I ask
What can help you, such as：You can inquire about telephone expenses, integration by voice mode；
Step S302：Client, which says, thinks business to be processed, such as user will inquire about " my this month telephone expenses ", call center
Platform collects the content that client says, and voice content is converted into content of text, menu nodes are carried out by semantic module by ASR
Codes match.Semantic module can configure good word and take this keyword in advance, and configure good business section corresponding to the keyword
Point be telephone expenses query node, while the service node also needs to telephone expenses month and telephone number parameter, except configuration key during configuration
Notes and comments on poetry is taken outer, also wants collocating traffic parameter month and telephone number, and " I ", " this month " two industry in the phonetic entry of user
Business keyword can match month and the telephone number parameter that user needs to inquire about, and can so match corresponding service node.
The phonetic entry of user is also likely to be " telephone expenses ", at this moment can only match major class service node, it is necessary to continue to put question to.
Step S303：Match major class service menu nodes encoding, system plays major class menu setecting sound, user's selection
Afterwards, jump to step S302 and carry out Menu Type judgement.Such as：Alright, xxx business packets contain yyy and zzz, may I ask and select that
Individual business.
Step S304：Leaf menu nodes (i.e. end service node or atom menu nodes) coding is matched, then is carried out
Pre-set business logical process is handled, and carries out voice message user's confirmation.
Step S305：Not matching menu nodes coding, then semantic module returns to default erroneous menu coding,
Into next handling process.
Accordingly, as shown in figure 5, embodiments of the invention also provide a kind of interactive voice answering device, including：
Reception and conversion unit 51, for receiving the voice command of user and institute's speech commands being converted into corresponding text
This order；
Node determining unit 52, for according to the order keyword received in the Text Command being converted to converting unit 51
It is determined that service node corresponding with the voice command of the user；
Node serve unit 53, it is used for the service node determined into ingress determining unit 52, to be ordered for the voice
Order provides corresponding node serve.
Interactive voice answering device provided in an embodiment of the present invention, receive the language that user can be received with conversion unit 51
Institute's speech commands are simultaneously converted into corresponding Text Command by sound order；Node determining unit 52 can be according in Text Command
Order keyword determines service node corresponding with the voice command of the user, so as to which the order of user is specifically implemented into one
On item service node, node serve unit 53 can enter the service node, to provide corresponding section for institute's speech commands
Point service.So, user's request, the side of providing the user can be accurately held only by the natural language speech input of user
Just, accurately, quality service, avoid user to menu categories grope and button select, so as to greatly improve user's body
Test.
Optionally, node determining unit 52 may particularly include：
Module is split, for the content of the Text Command to be split as into multiple order keywords；
Enquiry module, it whether there is business keyword corresponding with the order keyword for being inquired about in database；
Determining module, for business keyword corresponding with the order keyword in the database be present
Under, business section corresponding with the voice command of the user is determined with the corresponding relation of service node according to the business keyword
Point.
Optionally, determining module may include：
First determination sub-module, if corresponding to unique business node for the business keyword, determine unique industry
Node be engaged in as service node corresponding to the voice command of the user；
Second determination sub-module, if corresponding to multiple service nodes for the business keyword：
Determine that the service node of highest priority is the voice of the user according to the priority of the multiple service node
Service node corresponding to order；Or
Other order key word informations in the Text Command, a work is selected from the multiple service node
For service node corresponding to the voice command of the user；Or
By continuing to carry out voice interface with the user, one and the use are determined from the multiple service node
Service node corresponding to the voice command at family.
Optionally, in above-described embodiment, business keyword corresponding with the order keyword may include order keyword
The synonym of or order keyword itself, near synonym etc..
Further, interactive voice answering device provided by the invention may also include：
Business keyword determining unit, for receiving the voice command of user and being converted into institute's speech commands accordingly
Text Command before, the service content that is provided according to each service node determines corresponding to each service node that business is crucial
Word；
Unit is established, for the business keyword and corresponding service node to be established into corresponding relation, to form database.
It should be noted that herein, term " comprising ", "comprising" or its any other variant are intended to non-row
His property includes, so that process, method, article or device including a series of elements not only include those key elements, and
And also include the other element being not expressly set out, or also include for this process, method, article or device institute inherently
Key element.In the absence of more restrictions, the key element limited by sentence "including a ...", it is not excluded that including this
Other identical element also be present in the process of key element, method, article or device.
Through the above description of the embodiments, those skilled in the art can be understood that above-described embodiment side
Method can add the mode of required general hardware platform to realize by software, naturally it is also possible to by hardware, but in many cases
The former is more preferably embodiment.Based on such understanding, technical scheme is substantially done to prior art in other words
Going out the part of contribution can be embodied in the form of software product, and the computer software product is stored in a storage medium
In (such as ROM/RAM, magnetic disc, CD), including some instructions to cause a station terminal equipment (can be mobile phone, computer, clothes
Be engaged in device, air conditioner, or network equipment etc.) perform method described in each embodiment of the present invention.
The preferred embodiments of the present invention are these are only, are not intended to limit the scope of the invention, it is every to utilize this hair
The equivalent structure or equivalent flow conversion that bright specification and accompanying drawing content are made, or directly or indirectly it is used in other related skills
Art field, is included within the scope of the present invention.
Claims (10)
- A kind of 1. interactive voice answering method, it is characterised in that including：Receive the voice command of user and institute's speech commands are converted into corresponding Text Command；Order keyword in the Text Command determines service node corresponding with the voice command of the user；Into the service node, to provide corresponding node serve for institute's speech commands.
- 2. according to the method for claim 1, it is characterised in that the order keyword in the Text Command is true Fixed service node corresponding with the voice command of the user includes：The content of the Text Command is split as multiple order keywords；Inquiry whether there is business keyword corresponding with the order keyword in database；In the case of business keyword corresponding with the order keyword being present in the database, closed according to the business Keyword determines service node corresponding with the voice command of the user with the corresponding relation of service node.
- 3. according to the method for claim 2, it is characterised in that described according to the business keyword and pair of service node It should be related to and determine that service node corresponding with the voice command of the user includes：If the business keyword corresponds to unique business node, determine that the voice that the unique business node is the user is ordered Service node corresponding to order；If the business keyword corresponds to multiple service nodes：Determine that the service node of highest priority is the voice command of the user according to the priority of the multiple service node Corresponding service node；OrOther order key word informations in the Text Command, from the multiple service node select one be used as institute State service node corresponding to the voice command of user；OrBy continuing to carry out voice interface with the user, one is determined from the multiple service node with the user's Service node corresponding to voice command.
- 4. according to the method for claim 2, it is characterised in that the business keyword corresponding with the order keyword Including：The order keyword in itself or the order keyword synonym, near synonym.
- 5. the method according to any one of claim 2 to 4, it is characterised in that the voice command for receiving user is simultaneously Before institute's speech commands are converted into corresponding Text Command, methods described also includes：The service content provided according to each service node, determines business keyword corresponding to each service node；The business keyword and corresponding service node are established into corresponding relation, to form database.
- A kind of 6. interactive voice answering device, it is characterised in that including：Reception and conversion unit, ordered for receiving the voice command of user and institute's speech commands being converted into corresponding text Order；Node determining unit, for being determined according to the order keyword received in the Text Command being converted to converting unit Service node corresponding with the voice command of the user；Node serve unit, the service node determined for entering the node determining unit, to be carried for institute's speech commands For corresponding node serve.
- 7. device according to claim 6, it is characterised in that the node determining unit includes：Module is split, for the content of the Text Command to be split as into multiple order keywords；Enquiry module, it whether there is business keyword corresponding with the order keyword for being inquired about in database；Determining module, for it business keyword corresponding with the order keyword be present in the database in the case of, Service node corresponding with the voice command of the user is determined with the corresponding relation of service node according to the business keyword.
- 8. device according to claim 7, it is characterised in that the determining module includes：First determination sub-module, if corresponding to unique business node for the business keyword, determine the unique business section Point is service node corresponding to the voice command of the user；Second determination sub-module, if corresponding to multiple service nodes for the business keyword：Determine that the service node of highest priority is the voice command of the user according to the priority of the multiple service node Corresponding service node；OrOther order key word informations in the Text Command, from the multiple service node select one be used as institute State service node corresponding to the voice command of user；OrBy continuing to carry out voice interface with the user, one is determined from the multiple service node with the user's Service node corresponding to voice command.
- 9. device according to claim 7, it is characterised in that the business keyword corresponding with the order keyword Including：The order keyword in itself or the order keyword synonym, near synonym.
- 10. the device according to any one of claim 7 to 9, it is characterised in that also include：Business keyword determining unit, for receiving the voice command of user and institute's speech commands being converted into corresponding text Before this order, according to the service content of each service node offer, business keyword corresponding to each service node is determined；Unit is established, for the business keyword and corresponding service node to be established into corresponding relation, to form database.
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| WO2020119370A1 (en) * | 2018-12-11 | 2020-06-18 | 中兴通讯股份有限公司 | Interactive voice response-based communication method, system and apparatus |
| CN112330306A (en) * | 2020-12-02 | 2021-02-05 | 中国联合网络通信集团有限公司 | Business processing method and device based on business process |
| CN112788184A (en) * | 2021-01-18 | 2021-05-11 | 商客通尚景科技（上海）股份有限公司 | Method for connecting call center according to voice input |
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| CN103945044A (en) * | 2013-01-22 | 2014-07-23 | 中兴通讯股份有限公司 | Information processing method and mobile terminal |
| CN105681609A (en) * | 2014-11-20 | 2016-06-15 | 中兴通讯股份有限公司 | Assistance method and device for service center agent |
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| WO2020119370A1 (en) * | 2018-12-11 | 2020-06-18 | 中兴通讯股份有限公司 | Interactive voice response-based communication method, system and apparatus |
| CN111314564A (en) * | 2018-12-11 | 2020-06-19 | 中兴通讯股份有限公司 | Interactive voice response-based communication method, system and device |
| CN112330306A (en) * | 2020-12-02 | 2021-02-05 | 中国联合网络通信集团有限公司 | Business processing method and device based on business process |
| CN112788184A (en) * | 2021-01-18 | 2021-05-11 | 商客通尚景科技（上海）股份有限公司 | Method for connecting call center according to voice input |
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