CN109274840A - Information interaction method and device in voice response system - Google Patents
Information interaction method and device in voice response system Download PDFInfo
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- CN109274840A CN109274840A CN201811051717.3A CN201811051717A CN109274840A CN 109274840 A CN109274840 A CN 109274840A CN 201811051717 A CN201811051717 A CN 201811051717A CN 109274840 A CN109274840 A CN 109274840A
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- 230000004044 response Effects 0.000 title claims abstract description 58
- 238000000034 method Methods 0.000 title claims abstract description 32
- 230000003993 interaction Effects 0.000 title abstract 3
- 230000005540 biological transmission Effects 0.000 claims description 9
- 230000015572 biosynthetic process Effects 0.000 claims description 5
- 230000002452 interceptive effect Effects 0.000 claims description 4
- 238000004891 communication Methods 0.000 abstract description 3
- 238000010586 diagram Methods 0.000 description 8
- 238000004590 computer program Methods 0.000 description 7
- 230000006870 function Effects 0.000 description 7
- 239000000463 material Substances 0.000 description 7
- 238000012545 processing Methods 0.000 description 5
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- 238000005516 engineering process Methods 0.000 description 3
- 238000012986 modification Methods 0.000 description 3
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- 238000004458 analytical method Methods 0.000 description 1
- 238000004364 calculation method Methods 0.000 description 1
- 238000006243 chemical reaction Methods 0.000 description 1
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Classifications
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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
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F40/00—Handling natural language data
- G06F40/10—Text processing
- G06F40/166—Editing, e.g. inserting or deleting
- G06F40/186—Templates
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F9/00—Arrangements for program control, e.g. control units
- G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
- G06F9/44—Arrangements for executing specific programs
- G06F9/451—Execution arrangements for user interfaces
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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
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/527—Centralised call answering arrangements not requiring operator intervention
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- General Physics & Mathematics (AREA)
- Signal Processing (AREA)
- Computational Linguistics (AREA)
- General Health & Medical Sciences (AREA)
- Health & Medical Sciences (AREA)
- Audiology, Speech & Language Pathology (AREA)
- Human Computer Interaction (AREA)
- Artificial Intelligence (AREA)
- Telephonic Communication Services (AREA)
Abstract
The invention relates to the technical field of communication, and discloses an information interaction method and an information interaction device in a voice response system, which are used for enabling a user to operate more conveniently when using the voice response system and simultaneously expanding the application range of the voice response system.
Description
Technical field
The present invention relates to the information interacting methods and dress in communication technique field more particularly to a kind of voice response system
It sets.
Background technique
The fast development of intelligent terminal make voice response system using more and more extensive, currently, with voice system
Interaction in, user can only input corresponding number according to voice prompting by numeric keypad, carry out the industry that selection needs to handle
Business, or respective digital is inputted according to voice prompting and selects manual service, pass through seat personnel handling come the business of helping through.
When business of the user wait handling needs repeatedly input number, it is easy to the situation of input error occurs, once input error must
It must be re-entered according to voice prompting, and when manual service is busy, user, which may need to wait, for a long time just can turn on manual service,
This not only causes great inconvenience to user, limits voice response system use scope, increases automatic telephone voice answer-back
The input cost of system.Therefore, how to break through automatic voice responsion system to carry out numeral input this limitation is a need
Consider the problems of.
Summary of the invention
The embodiment of the present invention provides information interacting method and device in a kind of voice response system, for making user can
It is interacted in a manner of through text with voice response system, enables a user to more convenient use voice answer-back
System, while also expanding the application range of voice response system.
In a first aspect, the embodiment of the invention provides the information interacting methods in a kind of voice response system, comprising:
Based on call interface, the call request of transacting business is sent to voice response system；
Receive information of the voice response system based on the request feedback；
When including inputting the Template Information of text information relevant to the business for user in the information, according to
The Template Information shows the copy editor that text information relevant to the business is inputted for user in the call interface
Interface.
Optionally, the information is the short message that the voice response system is occurred by short message mode；The information
In include the Template Information that relevant to business text information is inputted for user, specifically include:
Parse the short message；
Judge in parsing result, if the template letter including inputting text information relevant to the business for user
Breath；
If so, extracting the Template Information from the parsing result.
Optionally, described according to the Template Information, it shows in the call interface for user's input and the business
The copy editor interface of relevant text information, specifically includes:
Copy editor interface is shown in the predeterminated position of the call interface；
Data in the Template Information are shown in copy editor's frame in the copy editor interface；Wherein, institute
Stating includes several character input modes option in copy editor interface.
Optionally, after the formation copy editor interface, the method also includes:
Obtain the text information that the user is completed based on copy editor interface input；
The text information is sent to the voice response system with short message mode.
Optionally, business Template Information relevant to incoming traffic corresponds.
Second aspect, the embodiment of the present invention also provide the information interactive device in a kind of voice response system, comprising:
Sending module: for being based on call interface, the call request of transacting business is sent to voice response system；
Receiving module: for receiving information of the voice response system based on the request feedback；
Display module: including the mould that text information relevant to the business is inputted for user in the information for working as
When plate information, according to the Template Information, is shown in the call interface and input text relevant to the business for user
The copy editor interface of data.
Optionally, described when the information is the short message that the voice response system is occurred by short message mode
Display module is also used to:
Parse the short message；
Judge in parsing result, if the template letter including inputting text information relevant to the business for user
Breath；
If so, extracting the Template Information from the parsing result.
Optionally, show that the text for inputting text information relevant to the business for user is compiled in the call interface
After editing interface, the display unit is also used to:
Copy editor interface is shown in the predeterminated position of the call interface；
Data in the Template Information are shown in copy editor's frame in the copy editor interface；Wherein, institute
Stating includes several character input modes option in copy editor interface.
Optionally, after the formation copy editor interface, the transmission unit is also used to:
Obtain the text information that the user is completed based on copy editor interface input；
The text information is sent to the voice response system with short message mode.
Optionally, the received business of receiving unit Template Information relevant to incoming traffic corresponds.
Detailed description of the invention
In order to more clearly explain the embodiment of the invention or the technical proposal in the existing technology, embodiment will be described below
Needed in attached drawing be briefly described, it should be apparent that, the accompanying drawings in the following description is only of the invention some
Embodiment.
Fig. 1 is a kind of application scenarios schematic diagram provided in an embodiment of the present invention；
Fig. 2 is the flow chart of the information interacting method in a kind of voice response system provided in an embodiment of the present invention；
Fig. 3 is the schematic diagram at display copy editor interface provided in an embodiment of the present invention；
Fig. 4 is information process of analysis figure provided in an embodiment of the present invention.
Specific embodiment
In order to make the object, technical scheme and advantages of the embodiment of the invention clearer, below in conjunction with the embodiment of the present invention
In attached drawing, technical solution of the present invention is clearly and completely described, it is clear that described embodiment is skill of the present invention
A part of the embodiment of art scheme, instead of all the embodiments.Based on the embodiment recorded in present specification, this field is general
Logical technical staff every other embodiment obtained without creative efforts, belongs to the technology of the present invention side
The range of case protection.
In specific practice process, it was found by the inventors of the present invention that call voice answering system in the prior art office
The mode for being limited by input number selects function corresponding with number, can not directly input text and call voice response
System interacts, and some services for needing user to provide specifying information can only replace user by the operator of manual service
Text is inputted, this brings great inconvenience to the use of user, also limits the use scope of call voice answering system, makes
Obtaining some services for needing to input text can not be completed by call voice answering system, meanwhile, also increase call voice
The workload of manual service module in answering system, increases the cost input of call voice answering system.
Based on this, the present inventor provides the information interacting method in a kind of voice response system, and this method is first
It needs to be connected to voice response system, is then based on call interface again, the call request of transacting business is sent to voice response system,
And receive the voice response system based on it is described request feedback information, when in the information include for user input and institute
When stating the Template Information of the relevant text information of business, according to the Template Information, show in the call interface for user
The copy editor interface for inputting written historical materials relevant to the business, inputs user voluntarily at copy editor interface
Written historical materials relevant to business, it is user-friendly.
The information interacting method in voice response system in the embodiment of the present invention can be applied to scene as shown in Figure 1
In, including intelligent terminal 10 and voice response system 11.Wherein, intelligent terminal 10 can be used for setting for voice communication to be any
Standby, such terminal includes smart phone, phone wrist-watch etc..Voice response system 11 refer to can by can handle user come
The system of electricity, i.e., when having to be electrically accessed, related system can by for user provide it is a variety of operate and prompt, can be with
Cooperate to execute for user's operation and completes corresponding task.
It should be noted that application scenarios mentioned above are merely for convenience of understanding spirit and principles of the present invention and showing
Out, the embodiment of the present invention is unrestricted in this regard.On the contrary, the embodiment of the present invention can be applied to applicable any field
Scape.
Below with reference to application scenarios shown in FIG. 1, the information in voice response system provided in an embodiment of the present invention is handed over
Mutual method is illustrated.
Referring to FIG. 2, being the information interacting method in a kind of voice response system provided in an embodiment of the present invention, comprising:
Step 101: being based on call interface, the call request of transacting business is sent to voice response system.
Voice response system in the embodiment of the present invention can be as (Interactive Voice Response is handed over IVR
Mutual formula voice answer-back) system is such is prompted using self-assisted voice, and guidance user selects needed for service content and input service
Data, and receive the information that user inputs in telephone dialing keypad, realize the interactive mode to information materials such as Computer Databases
The automatic voice responsion system of access is also possible to calls transfer to the voice answer-back system for entering manual service after manual position
System.
It in embodiments of the present invention, is S express delivery institute with voice response system 11 by taking intelligent terminal 10 is smart phone as an example
For automatic voice responsion system, to be illustrated to the method provided in the embodiment of the present invention.
In embodiments of the present invention, smart phone is in the calling for sending transacting business to S express delivery automatic voice responsion system
Before request, user is needed to dial S express delivery customer service special line, is in smart phone and the automatic voice responsion system of S express delivery and connects
Logical state.Wherein, it is previously provided in the automatic voice responsion system of S express delivery corresponding with smart phone dialing interface number
Business option, and storage has the voice messaging prerecorded, and for prompting when user wants to handle a certain business, should input
Which corresponding number.
In embodiments of the present invention, after smart phone is connected to the automatic voice responsion system of S express delivery, it will receive and broadcast
The voice messaging of S express delivery automatic voice responsion system transmission is put, user is prompted to carry out corresponding operation, user mentions according to voice
Show, number is inputted in the numeric keypad of call interface, selects corresponding business, at this moment, smart phone will be to voice answer-back
System sends the call request of transacting business, then can start to handle corresponding business.
For example, number corresponding with the business that express delivery places an order is 3, and it is fast that user dials S in the automated audio systems of S express delivery
Customer service hotline is passed, after smart phone is connected to the automatic voice responsion system of S express delivery, according to voice prompting, inputs number 3,
Smart phone will to S express delivery automatic voice responsion system send handle with number 3 corresponding business call request, then just
Single business under express delivery can be entered, handle single business under express delivery.
Step 102: receiving information of the voice response system based on the request feedback.
In embodiments of the present invention, in the information that the answering system that smart phone receives is fed back, text may be included
Word information and voice messaging, this needs S express delivery automatic voice responsion system to receive the calling that smart phone sends transacting business
After request, the call request sent to smart phone is analyzed, and determines the corresponding business for needing to handle of call request, and
Determine the business to be handled whether need user to provide the data informations such as its name, address, when need user offer name,
, then can be with short message mode when the data informations such as location, the template of input and business related text data that user is needed to fill in is believed
Breath feeds back to smart phone, when not needing user's above-mentioned data of offer, then feeds back voice messaging to smart phone, prompts user
Next step operation.
In embodiments of the present invention, the information for the S express delivery automatic voice responsion system feedback that smart phone receives, is S
The short message that express delivery automatic voice responsion system is sent with short message mode.In short message comprising user in need fill in as
The data items such as name, address.Specifically, when S express delivery automated audio systems need to send short message to smart phone, it be first
By the text conversion in short message at being sent again after the data of PDU coded format, so, it is fast that smart phone receives S
The information for passing automatic voice responsion system feedback is the data information of PDU coded format.
In embodiments of the present invention, according to the difference of customer demand, S express delivery automatic voice responding that smart phone receives
The short message that system is sent can be Chinese, be also possible to English or other foreign languages, in S express delivery automatic voice responding
Before system feedback information, voice prompting user selection is had with which kind of text feedback information.
As an alternative embodiment, in embodiments of the present invention, since the business handled is different, needing to fill in
Data is not also identical, so, the information that the S express delivery automatic voice responsion system that smart phone receives is sent does not immobilize
, but according to type of business and quantity, be provided with different template corresponding from type of business and quantity, S express delivery it is automatic
Voice response system is analyzed after the call request for receiving smart phone transmission and determines the corresponding business of request, and according to industry
Business needs to decide whether to send or send the information of what business to smart phone.
For example, with reference to Fig. 3, handle single business, the smart phone under express delivery lifted in example as above are answered to S express delivery automatic speech
After answering the call request that digital 3 corresponding business are handled in system transmission, S express delivery automatic voice responsion system analyzes 3 pairs of number
The business answered is single business under express delivery, needs user to fill in and posts the data such as part address, posting address, addressee and its contact method
Afterwards, the corresponding information of list business is to smart phone under transmission express delivery, and therefore, smart phone will will receive S express delivery automatic speech and answer
It answers system and sends information corresponding with business single under express delivery.
Step 103: when including inputting the template of relevant to business text information for user to believe in the information
When breath, according to the Template Information, is shown in the call interface and input text information relevant to the business for user
Copy editor interface.
In embodiments of the present invention, when the received short message of smart phone is text information, smart phone is by basis
Short message increases a copy editor interface newly in its dialing interface, and text needed for facilitating user to input transacting business provides
Material, wherein newly-increased copy editor interface is suspended on smart phone dialing interface, and copy editor interface is provided with one
A text edit box in text edit box, shows the short message letter according to the decoded pending business of PDU encoding and decoding specification
Breath.
As an alternative embodiment, the step 103 in the embodiment of the present invention can execute according to the following steps, such as
Shown in Fig. 4:
Step 201: parsing the short message；
Step 202: judging in parsing result, if including inputting text information relevant to the business for user
Template Information；
Step 203: if so, extracting the Template Information from the parsing result.
In embodiments of the present invention, smart phone receives the short message that S express delivery automatic voice responsion system feedback is sent back
After information, the short message received can be parsed, judge in short message whether to include for user's input and industry
The Template Information for related text data of being engaged in, when including for user's input and the mould of business related text data in short message
When plate information, smart phone main control module will increase copy editor's input layer newly on the call interface of smart phone, and
In the call interface that suspension is shown in smart phone in the form of copy editor interface on preset position, parsing is received
The resulting Template Information of short message in word content, be shown in copy editor, such user can compile in text
It collects in frame and inputs corresponding text information, referring to Fig. 3.
In embodiments of the present invention, as described above, the text that the received short message of smart phone can be selected according to user
Difference and it is different, so, accordingly in copy editor interface also include kinds of words input, user can as needed from
The text type of row selection input, the text for the short message identical type that can choose and receive is inputted, also optional
Different types of text is selected to be inputted.
In embodiments of the present invention, in newly-increased copy editor interface, in addition to display needs user defeated in text edit box
Enter with outside business related text data, " submission " option is additionally provided with below text edit box, referring to Fig. 3, when
It after text information needed for user inputs completion transacting business, needs to click " submission ", " hair being equivalent to clicking in SMS function
Send " option.User in copy editor's frame in the copy editor interface that smart phone increases newly, complete needed for transacting business by input
Written historical materials after, click " submissions " option, smart phone will obtain user input text information, it is then, user is defeated
Written historical materials needed for entering to complete transacting business is sent to S express delivery automatic voice responsion system with short message mode.
In embodiments of the present invention, since smart phone transmitting-receiving short message is all the short message function being had by smart phone
It can be carried out, so, when smart phone receives the short message letter of the PDU coded format of S express delivery automatic voice responsion system transmission
After breath, needs the SMS function module in smart phone to the short message of received PDU coded format, compile and solve according to PDU
Code specification is decoded, and written form is converted into, then in being shown in newly-increased copy editor's frame.Likewise, smart phone
Before written historical materials needed for user is inputted completion transacting business is sent to S express delivery automatic voice responsion system, need it
It is converted into after the data of PDU coded format, just can be carried out transmission.
So smart phone is being based on call interface by the above method, transacting business is sent to voice response system
After call request, the information that voice response system is fed back can be received, when including for using in the information fed back
When family input needs the Template Information of the relevant text information of transacting business with user, according to Template Information in call interface display use
The copy editor interface of text information relevant to business is inputted in user, so that user is operated when using voice response system
It is more convenient, while also expanding the application range of voice response system.
Based on the same inventive concept, the information exchange dress in a kind of voice response system is provided in the embodiment of the present invention
It sets, the specific implementation of the information interacting method in the voice response system of the device can be found in retouching for above method embodiment part
It states, overlaps will not be repeated, which includes:
Sending module: for being based on call interface, the call request of transacting business is sent to voice response system；
Receiving module: for receiving information of the voice response system based on the request feedback；
Display module: including the mould that text information relevant to the business is inputted for user in the information for working as
When plate information, according to the Template Information, is shown in the call interface and input text relevant to the business for user
The copy editor interface of data.
Optionally, described when the information is the short message that the voice response system is occurred by short message mode
Display module is also used to:
Parse the short message；
Judge in parsing result, if the template letter including inputting text information relevant to the business for user
Breath；
If so, extracting the Template Information from the parsing result.
Optionally, show that the text for inputting text information relevant to the business for user is compiled in the call interface
After editing interface, the display unit is also used to:
Copy editor interface is shown in the predeterminated position of the call interface；
Data in the Template Information are shown in copy editor's frame in the copy editor interface；Wherein, institute
Stating includes several character input modes option in copy editor interface.
Optionally, after the formation copy editor interface, the transmission unit is also used to:
Obtain the text information that the user is completed based on copy editor interface input；
The text information is sent to the voice response system with short message mode.
Optionally, the received business of receiving unit Template Information relevant to incoming traffic corresponds.
It should be understood by those skilled in the art that, the embodiment of the present invention can provide as method, system or computer program
Product.Therefore, complete hardware embodiment, complete software embodiment or reality combining software and hardware aspects can be used in the present invention
Apply the form of example.Moreover, it wherein includes the computer of computer usable program code that the present invention, which can be used in one or more,
The shape for the computer program product implemented in usable storage medium (including but not limited to magnetic disk storage and optical memory etc.)
Formula.
The present invention be referring to according to the method for the embodiment of the present invention, the process of equipment (system) and computer program product
Figure and/or block diagram describe.It should be understood that every one stream in flowchart and/or the block diagram can be realized by computer program instructions
The combination of process and/or box in journey and/or box and flowchart and/or the block diagram.It can provide these computer programs
Instruct the processor of general purpose computer, special purpose computer, Embedded Processor or other programmable data processing devices to produce
A raw machine, so that being generated by the instruction that computer or the processor of other programmable data processing devices execute for real
The device for the function of being specified in present one or more flows of the flowchart and/or one or more blocks of the block diagram.
These computer program instructions, which may also be stored in, is able to guide computer or other programmable data processing devices with spy
Determine in the computer-readable memory that mode works, so that it includes referring to that instruction stored in the computer readable memory, which generates,
Enable the manufacture of device, the command device realize in one box of one or more flows of the flowchart and/or block diagram or
The function of being specified in multiple boxes.
These computer program instructions also can be loaded onto a computer or other programmable data processing device, so that counting
Series of operation steps are executed on calculation machine or other programmable devices to generate computer implemented processing, thus in computer or
The instruction executed on other programmable devices is provided for realizing in one or more flows of the flowchart and/or block diagram one
The step of function of being specified in a box or multiple boxes.
Obviously, various changes and modifications can be made to the invention without departing from essence of the invention by those skilled in the art
Mind and range.In this way, if these modifications and changes of the present invention belongs to the range of the claims in the present invention and its equivalent technologies
Within, then the present invention is also intended to include these modifications and variations.
Claims (10)
1. the information interacting method in a kind of voice response system characterized by comprising
Based on call interface, the call request of transacting business is sent to voice response system；
Receive information of the voice response system based on the request feedback；
When including inputting the Template Information of text information relevant to the business for user in the information, according to described
Template Information shows copy editor circle that text information relevant to the business is inputted for user in the call interface
Face.
2. the method as described in claim 1, which is characterized in that the information is that the voice response system passes through short message mode
The short message of generation；It include the Template Information that text information relevant to the business is inputted for user in the information,
It specifically includes:
Parse the short message；
Judge in parsing result, if the Template Information including inputting text information relevant to the business for user；
If so, extracting the Template Information from the parsing result.
3. the method as described in claim 1, which is characterized in that it is described according to the Template Information, it is aobvious in the call interface
Show the copy editor interface for inputting text information relevant to the business for user, specifically include:
Copy editor interface is shown in the predeterminated position of the call interface；
Data in the Template Information are shown in copy editor's frame in the copy editor interface；Wherein, the text
It include several character input modes option in word editing interface.
4. method as claimed in claim 3, which is characterized in that after the formation copy editor interface, the method is also wrapped
It includes:
Obtain the text information that the user is completed based on copy editor interface input；
The text information is sent to the voice response system with short message mode.
5. method according to any of claims 1-4, which is characterized in that business Template Information one relevant to incoming traffic
One is corresponding.
6. the information interactive device in a kind of voice response system characterized by comprising
Sending module: for being based on call interface, the call request of transacting business is sent to voice response system；
Receiving module: for receiving information of the voice response system based on the request feedback；
Display module: including the template letter that text information relevant to the business is inputted for user in the information for working as
When breath, according to the Template Information, is shown in the call interface and input text information relevant to the business for user
Copy editor interface.
7. device as claimed in claim 6, which is characterized in that pass through short message side in the information for the voice response system
When the short message that formula occurs, the display module is also used to:
Parse the short message；
Judge in parsing result, if the Template Information including inputting text information relevant to the business for user；
If so, extracting the Template Information from the parsing result.
8. device as claimed in claim 6, which is characterized in that show in the call interface for user's input and the industry
It is engaged in after the copy editor interface of relevant text information, the display unit is also used to:
Copy editor interface is shown in the predeterminated position of the call interface；
Data in the Template Information are shown in copy editor's frame in the copy editor interface；Wherein, the text
It include several character input modes option in word editing interface.
9. device as claimed in claim 6, which is characterized in that after the formation copy editor interface, the transmission unit,
It is also used to:
Obtain the text information that the user is completed based on copy editor interface input；
The text information is sent to the voice response system with short message mode.
10. device as claimed in claim 6, which is characterized in that the received business of receiving unit is related to incoming traffic
Template Information correspond.
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| CN201811051717.3A CN109274840A (en) | 2018-09-10 | 2018-09-10 | Information interaction method and device in voice response system |
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| Application Number | Priority Date | Filing Date | Title |
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| CN201811051717.3A CN109274840A (en) | 2018-09-10 | 2018-09-10 | Information interaction method and device in voice response system |
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN111556201A (en) * | 2020-05-08 | 2020-08-18 | 北京小米松果电子有限公司 | Method, device and storage medium for intelligently answering incoming call |
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