CN109995951A - Interactive voice answering method, apparatus, equipment and medium - Google Patents
Interactive voice answering method, apparatus, equipment and medium Download PDFInfo
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- CN109995951A CN109995951A CN201711480088.1A CN201711480088A CN109995951A CN 109995951 A CN109995951 A CN 109995951A CN 201711480088 A CN201711480088 A CN 201711480088A CN 109995951 A CN109995951 A CN 109995951A
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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
Abstract
The embodiment of the invention discloses a kind of interactive voice answering method, apparatus, equipment and media.The described method includes: obtaining the user related information for determining the personalized menu template of user, the user related information includes the current state information of user；And it is based on the user related information, determine the menu template for being suitable for the user.Determine that the menu template for being suitable for the user greatly improves user to the good perceptibility of interactive voice answering system, while improving reply efficiency to meet the voice broadcast service of its potential demand to offer by user related information as a result,.
Description
Technical field
The present invention relates to interactive voice answering technical field more particularly to a kind of interactive voice answering method, apparatus,
Equipment and medium.
Background technique
IVR (Interactive Voice Response) i.e. interactive voice answering, user need only can be into phone
Enter service centre, can inquire or handle corresponding business according to operation indicating.
The IVR service handling Yu inquiry system of operator carry out voice broadcast, user using unified casting template at present
No matter handle any business and require to listen to cumbersome welcome and casting menu, then further according to oneself specific need to carry out by
Key operation is transferred to correlation and accepts process.Although this mode simplifies the configuration requirement of voice plate card, but cause following problem:
(1) voice broadcast process is cumbersome, complicated, inconsistent with customer personalized demand, causes client for IVR inquiry receiving system
Perceptibility is poor；(2) all users can just make a choice after listening to single casting process, cause traffic holding time long, make list
IVR access rate reduces in the time of position, causes access efficiency low, can not efficiently use IVR channel.
In summary, it is still desirable to a kind of scheme for being able to solve at least one above-mentioned problem.
Summary of the invention
The embodiment of the invention provides a kind of interactive voice answering method, apparatus, equipment and media, by being based on user
Relevant information determines the menu template for being suitable for the user, to meet the voice broadcast service of its potential demand to offer, greatly
Ground improves user to the good perceptibility of interactive voice answering system, while improving reply efficiency.
In a first aspect, method includes: to obtain for true the embodiment of the invention provides a kind of interactive voice answering method
Determine the user related information of the personalized menu template of user, the user related information includes the current state information of user；
And it is based on the user related information, determine the menu template for being suitable for the user.
Second aspect, the embodiment of the invention provides a kind of interactive voice answering device, device includes: acquisition of information list
Member, for obtaining the user related information for determining the personalized menu template of user, the user related information includes using
The current state information at family；And menu template determination unit determines for being based on the user related information and is suitable for the use
The menu template at family.
The embodiment of the invention provides a kind of calculating equipment, comprising: at least one processor, at least one processor and
Computer program instructions stored in memory realize such as above-mentioned embodiment party when computer program instructions are executed by processor
The method of first aspect in formula.
Fourth aspect, the embodiment of the invention provides a kind of computer readable storage mediums, are stored thereon with computer journey
The method such as first aspect in above embodiment is realized in sequence instruction when computer program instructions are executed by processor.
Interactive voice answering method, apparatus, equipment and medium provided in an embodiment of the present invention, pass through working as based on user
The user related informations such as preceding status information determine the menu template for being suitable for the user.Realize personalized casting and guidance, energy
Enough meet the individual demand of user, and improves reply efficiency.In this way, not merely presenting personalization to user
IVR voice flow, and old system is greatly saved without replacing original voice plate card by the set-up mode of soft switch
The upgrade cost of system；The analysis module load that the analysis module of user behavior can also be used as remaining electronics receiving system simultaneously makes
With.
Detailed description of the invention
In order to illustrate the technical solution of the embodiments of the present invention more clearly, will make below to required in the embodiment of the present invention
Attached drawing is briefly described, for those of ordinary skill in the art, without creative efforts, also
Other drawings may be obtained according to these drawings without any creative labor.
The interactive voice answering system block schematic illustration that Fig. 1 shows for realizing the embodiment of the present invention.
Fig. 2 shows the flow diagrams of interactive voice answering method according to an embodiment of the invention.
Fig. 3 shows user's history behavioral data according to an embodiment of the invention and obtains flow diagram.
Fig. 4 shows the mapping relations figure of an application examples according to the present invention.
Fig. 5 shows weight adjust automatically flow diagram according to an embodiment of the invention.
Fig. 6, which is shown, shows subscription authentication flow diagram according to an embodiment of the invention.
Fig. 7 shows the schematic block diagram of IVR template library according to an embodiment of the invention.
Fig. 8 shows soft switch flow diagram according to an embodiment of the invention.
Fig. 9 shows the schematic block diagram of interactive answering device 900 according to an embodiment of the invention.
Figure 10 shows the hardware structural diagram provided in an embodiment of the present invention for calculating equipment.
Specific embodiment
The feature and exemplary embodiment of various aspects of the invention is described more fully below, in order to make mesh of the invention
, technical solution and advantage be more clearly understood, with reference to the accompanying drawings and embodiments, the present invention is further retouched in detail
It states.It should be understood that specific embodiment described herein is only configured to explain the present invention, it is not configured as limiting the present invention.
To those skilled in the art, the present invention can be real in the case where not needing some details in these details
It applies.Below the description of embodiment is used for the purpose of better understanding the present invention to provide by showing example of the invention.
It should be noted that, in this document, relational terms such as first and second and the like are used merely to a reality
Body or operation are distinguished with another entity or operation, are deposited without necessarily requiring or implying between these entities or operation
In any actual relationship or order or sequence.Moreover, the terms "include", "comprise" or its any other variant are intended to
Non-exclusive inclusion, so that the process, method, article or equipment including a series of elements is not only wanted including those
Element, but also including other elements that are not explicitly listed, or further include for this process, method, article or equipment
Intrinsic element.In the absence of more restrictions, the element limited by sentence " including ... ", it is not excluded that including
There is also other identical elements in the process, method, article or equipment of the element.
To solve the technical problems existing in the prior art, the invention proposes a kind of based on user's current state information
Interactive voice answering method and system.
By for user for a period of time in behavioral data analyze, according to preset weight, calculate comprehensive score,
The personalized IVR obtained for particular customer broadcasts voice flow；Button operation of the user in personalized casting process is led to
The button operation that soft switch mode is converted into original voice plate card is crossed, realizes the personalized casting and guidance of IVR.
In this way, not merely presenting personalized IVR voice flow to user, and the setting for passing through soft switch
Old systematic upgrade cost is greatly saved without replacing original voice plate card in mode；The analysis mould of user behavior simultaneously
The analysis module load that block can also be used as remaining electronics receiving system uses.
The accompanying drawings and embodiments interactive voice answering scheme that the present invention will be described in detail will be combined as follows.
The interactive voice answering system block schematic illustration that Fig. 1 shows for realizing the embodiment of the present invention.
As shown in Figure 1, interactive voice answering system of the invention may include AM access module, subscription authentication module, IVR
Formwork module, user behavior analysis module, soft switch module, IVR business board.
Wherein, the functional module of interactive voice answering system can be by the hardware of the realization principle of the invention, software or hard
The combination of part and software is realized.It will be appreciated by persons skilled in the art that functional module shown in FIG. 1 can combine
Or it is divided into submodule, to realize the principle of foregoing invention.Therefore, description herein can be supported to function described herein
Any possible combination or division of energy module or further restriction.
Interactive voice answering system shown in FIG. 1 can be used to realize interactive voice answering method shown in Fig. 2, under
The step of functional module and each functional module that face can have with regard to interactive voice answering system can execute or operation, it is right
Interactive voice answering method of the invention elaborates.
Fig. 2 shows the flow diagrams of interactive voice answering method according to an embodiment of the invention.
As shown in Fig. 2, the user related information for determining the personalized menu template of user is obtained in step S210,
The user related information includes the current state information of user.This step for example can be user behavior as shown in Figure 1 point
Analyse what module was realized.User behavior analysis module is the core of interactive voice answering method and system of the invention.By right
User behavior analysis in upper period T show that the user is corresponding in the T of future time region in conjunction with weight operator module
Menu template (for example, IVR voice flow template).
Here, menu template is to carry out voice broadcast template used in voice broadcast to user, wherein a menu mould
It may include having multiple and different business in plate.
Menu template may include the default menu template that system default uses, and also may include user's phase according to user
It closes information and customizes the personalized menu template of generation or the menu template of other forms.
It may include having whole business provided by interactive voice answering system, also, own in default menu template
Business is presented according to the sequence or mode of default.And it in personalized menu template may include all or part of industry for having the system
Business, the sequence or mode of business can be according to user related information and customize.
In this way, making the personalized menu template customized based on user related information more compared to default menu template
The true or potential interactive demand being close to the users.
User related information is information related to user, can include but is not limited to be the historical behavior based on user and
User's history behavioral data, current hotspot business datum and/or user's current state information of record etc..
User's history behavioral data for example can be user and pass through IVR (Interactive at preset time intervals
Voice Response, that is, interactive voice answering) audio access business or other channels service inquiry, handle information
Etc..Current hotspot business datum can be the list of current IVR hot spot service, include current more popular business, with
Recommend to user.What the setting of the list can be manually imported, or obtained by whole network data analysis, or with its other party
What formula obtained.User's current state information is the information of the current state of user, such as can be user and supplement operation, user with money
Main package change occurs, user orders additional packet etc..
In a preferred embodiment, for example, can as shown in Figure 1 IVR business conduct analysis submodule and/or other
Service inquiry analysis submodule obtains above-mentioned user's history behavioral data；And/or by current hotspot business diagnosis submodule
Block obtains above-mentioned current hotspot business datum；And/or above-mentioned user is obtained by user's current state analysis submodule
Current state information.
IVR business diagnosis submodule, other service inquiries analysis submodule are former for obtaining user's history behavioral data
Manage almost the same, only weight is different, therefore describes together.The module records user in upper period T and passes through IVR voice
The service inquiry of the business of access or other channels handles information, and carries out classification for business information for weight, sequence, obtains
Obtain interested business sorted lists in the upper period T of user.
Fig. 3 shows user's history behavioral data according to an embodiment of the invention and obtains flow diagram.Such as Fig. 3 institute
Show, in step S301, obtains IVR or the log of other channels；
In step S302, (map operation) is classified with Subscriber Number, type of service；
In step S303, sort operation will be obtained and carry out number accumulation operations (reduce operation)；
In step S304, obtain the service lists that user uses during this period of time, by service lists access times into
The arrangement of row descending；
In step S305, user will be obtained using the set of service lists and IVR voice broadcast process and carry out intersection operation,
Obtain last service lists.
The acquisition of user's history behavioral data is completed as a result,.
In a preferred embodiment, current IVR hot spot can be set in advance in current business analysis of central issue submodule
The list of business.The setting of the list can be imported manually, or analyzed and obtained by whole network data.In order to push away in the present embodiment
For wide related service by the way of manually importing, tabular form is { 1, accumulated point exchanging 2, the recommendation of preferential purchase machine }.
In real process, user's current state information is that user accesses interactive voice answering system (example of the invention
Such as dial IVR audio access number) an induction point, therefore behavioural analysis early period only combines user's current state just to have one
Determine meaning.
In a preferred embodiment, it can be realized by the way of Function Mapping in user's current state and menu template
IVR voice service option preset mapping (for example, one-to-one, many-one, one-to-many, multi-to-multi etc.), i.e., in preceding dt
Between in section, construct following mapping relations: f (x) -> g (y), f (x) are active user domain, and g (y) is IVR voice broadcast option.
Fig. 4 shows the mapping relations figure of an application examples according to the present invention.
The acquisition of above-mentioned a variety of different user related informations can have identical information acquiring pattern, and respectively by it
Corresponding module obtains.
In view of the different meanings or difference that user related information not of the same race may have, user's phase is being obtained
When closing information, different modules can use different information acquiring patterns for different information.Such as it may for changing
Its corresponding acquisition of information frequency can be improved in more frequent user's current state information (for example, state of flow, telephone expenses etc.)
Rate.
In a preferred embodiment, user's history behavioral data is obtained respectively with first time interval by corresponding module
And/or current hotspot business datum, or user's current state information is obtained with the second time interval, it is suitable for as determination
The user related information of the menu template of user, wherein first time interval is longer than the second time interval.For example, at the first time
Interval can be T, and the second time interval can be dt, T > dt.
The acquisition to user related information is completed as a result,.
Later, in step S220, it is based on the user related information, determines the menu template for being suitable for the user.The step
Suddenly it for example can be what user behavior analysis module as shown in Figure 1 was realized.Namely based on the user's phase obtained in above-mentioned steps
Close information, user behavior analysis module can determine suitable for the user be default menu template or for its customization individual character
Change menu template.
In practical application scene, every kind of user related information of above-mentioned acquisition may include one or more business.
Therefore, in a preferred embodiment, user behavior analysis module can determine corresponding to the user related information one
Or multiple business, and one or more of business are based on, determine the menu template.
In practical application scene, the function for completing above-mentioned determining menu template can be assisted by way of setting weight
Energy.The realization of the function for example can user behavior analysis module combination weight operator module as shown in Figure 1 and acquisition
User related information is jointly realized.
Specifically, corresponding weight can be set separately to obtain the module of a variety of user related informations in weight operator module
Value.For example, set IVR analysis submodule weight as A, other service inquiry submodule weights be B, current business hot spot module
Weight is C, and user's current state module weight is D, then A+B+C+D=1.
The user behavior analysis module can be based on one or more of business and one or more of business
The weighted value of corresponding user related information determines the menu template.
The weight of above-mentioned modules can be obtained using two ways, for example, the weight of interactive voice answering system
Operator module is initially set or weight operator module the response situation to user monitoring situation and adjust.
In a preferred embodiment, weighted value can be by system or artificial setting.A=0.2, B are set in the present embodiment
=0.2, C=0.1, D=0.5 (stress to think user's history behavior, current state determines the demand for dialing IVR of user；If
Want to promote hot spot service, then need to improve the weight of C).It should be appreciated that the weighted value of above-mentioned setting is schematical, the present invention
System can also initially set other weighted values, the present invention is without limitation.
In a preferred embodiment, corresponding weighted value can also be adjusted by weight operator module.For example, the power
Submodule of reruning can set the weighted value, and be lower than predetermined threshold in response to key hit rate, adjust the weighted value, institute
Stating key hit rate is that the key of preceding predetermined quantity in the menu template determined for it is hit according to the actual key of multiple users
Probability.When key hit rate is not less than (being greater than or equal to) predetermined threshold, weighted value is not adjusted.
Specifically, the step of adjusting the weighted value can be the selection of the key based on the user as training sample and carry out
Sample training, to adjust the weighted value of the user related information.
Fig. 5 shows weight adjust automatically flow diagram according to an embodiment of the invention.
As shown in figure 5, initially setting the weighted value of modules, such as A=0.2, B=0.2, C=in step S501
0.1, D=0.5.
In step S502, user's IVR voice broadcast when initial setting weighted value is monitored in first time interval T
Preceding key hit rate.
If key hit rate is greater than predetermined threshold, S503 is entered step, i.e., does not adjust weighted value initially set.
Conversely, even key hit rate is not more than predetermined threshold, then S504 is entered step, that is, enters the sample training stage.
In step S505, the accessing user of specific ratios is chosen as training sample, the initial weight value of remaining user is not
It adjusts.
In step S506, by A, the corresponding module of B is divided into X group, and the corresponding module of D is Y group.
In step S507, the accounting dq (weighted value accounting) of X group is reduced, while improving D group accounting dq (weighted value accounting)；
Or otherwise (for example, improving the accounting dq of D group, reducing the accounting dq of X group).
In step S508, operation a period of time, the sample key hit rate of the training sample is monitored (in sample training rank
Section, the key hit rate of the user as training sample are known as sample key hit rate).
If training sample shoots straight in given value, S509 is entered step, by the A of full dose user, B, C, D value is updated to
Training sample current value.
If training sample hit rate does not improve, repeatedly S504-S509, until training sample hit rate is greater than given value
(predetermined threshold of sample training).
As a result, according to the actual situation, it is completed by weight operator module to the corresponding modules of various user related informations
Weighted value adjustment, in order to for determine be suitable for user menu template more authentic and valid basic data is provided.
In addition, after the menu template suitable for user has been determined, interactive voice answering system of the invention can be with
Interactive voice answering system is accessed in response to the user, broadcasts voice menu using the menu template.
As previously mentioned, module of the invention can obtain user related information not of the same race at various time intervals, because
This, in a preferred embodiment, interactive voice answering method of the invention can also include: in response to acquired user
The variation of relevant information redefines the menu template suitable for the user.
In a preferred embodiment, be the corresponding menu template of determination, can to access the system Subscriber Number into
Row subscription authentication.Wherein, authentication (authentication) refers to whether verifying user possesses the right of access system.User's mirror
Power function for example can be by present invention subscription authentication module realization shown in FIG. 1.
Specifically, the Subscriber Number of the available user for accessing the interactive voice answering system of subscription authentication module,
And subscription authentication operation is carried out to the Subscriber Number.
In the case where subscription authentication result meets preset condition, broadcast using the identified menu template suitable for the user
Report voice menu.Wherein, for carrying out the menu template of voice broadcast either identified default menu template can also be with
It is the determining personalized menu template suitable for user.
Operator's tradition IVR authentication module only judges whether user's access code is this Service Dialing Numbers, number home
Whether ground is local number, the user gradation information of number etc., is then diverted to difference according to access code information correlation circumstance
Service procedure and grade.
And subscription authentication module proposed by the present invention, prt template pointer structure is increased, so that the user by authentication refers to
To different menu templates (IVR sound template), personalized voice broadcast customization is realized.
Fig. 6, which is shown, shows subscription authentication flow diagram according to an embodiment of the invention.
As shown in fig. 6, user dials IVR access code in step S601.
In step S602, the Subscriber Number for accessing the user of the interactive voice answering system is obtained.
In step S603, multiple subscriber number carries out subscription authentication operation, subscription authentication operation can include but is not limited to be
Judge whether the Subscriber Number of access is this Service Dialing Numbers, whether number attribution is local, number user gradation information
Deng.
If it is judged that being yes, that is, subscription authentication result meets preset condition (for example, the ownership place of Subscriber Number is
Local, and/or Subscriber Number are this Service Dialing Numbers, and/or user gradation is advanced etc.), then S604 is entered step, in the step
In rapid, the prt pointer in subscription authentication module entry is read, to be retrieved as the customized personalized menu template.
If it is judged that being no, that is, subscription authentication result is unsatisfactory for above-mentioned preset condition, then enters step S605, with
Its prt pointer is set to fall back to default menu template.
Prt can be passed through to determine that the menu template for being suitable for the user provides auxiliary based on subscription authentication result as a result,
The user for meeting predetermined condition is directed toward personalized custom built forms (as shown in figure 8, prt pointer is directed toward in IVR template by pointer
Template), in order to provide personalized voice service for it.
Corresponding prt pointer declaration: in system initialization, the prt pointer of all users can be directed toward default menu
Template (for example, default IVR sound template)；After system runs specific time T, user behavior analysis module collection is to enough
User related information, and obtain according to weight operator module personalized menu template (the i.e. individual character of user's voice broadcast next time
The IVR template of change) after, then it notifies subscription authentication module, the prt pointer of the user is directed toward corresponding personalized menu template；
After waiting next time T, the update of prt pointer is carried out again, and so on.
Further include that micro-adjustment updates in prt update, is obtained according to user's current state information in preceding dt time interval
It updates.In a preferred embodiment, the voice before user's future time dt is mapped as based on the state before user's dt period
Broadcast template process.And in next IVR formwork calculation cycle T, the mapping function is just updated every the dt time, is tied simultaneously
Close the update that weight operator module realizes integral mold plate.
Interactive voice answering system of the invention can safeguard the menu template library including one or more menu templates,
The function for example can be by present invention IVR formwork module realization shown in FIG. 1.Wherein, divide in each menu template
One or more voice service options is not store in a different order.
In a preferred embodiment, IVR formwork module can be by the Voice Navigation process of system (for example, this is interactive
The complete speech service procedure of voice response system) be split as 10 service, respectively S0, S1 ... S9, and by these service with
The form of permutation and combination is stored in corresponding menu template.User individual flow of navigation is obtained according to user behavior analysis module
Necessarily it is matched to a menu template.
Fig. 7 shows the schematic block diagram of IVR template library according to an embodiment of the invention.As shown in fig. 7, of the invention
IVR template library in include default menu template (default template S as shown in the figure) and it is multiple corresponding to different user
Property template (as shown in the figure template 1, template 2S { 1,2,4 ... 0 } ...), the prt pointer of user is directed toward in the template library
Each template.
When the system is using menu template casting voice menu, which can also include: base
The predetermined exchanged form corresponding to the menu template, user key-press serial number is converted to the voice plate card on voice plate card
Serial number executes corresponding business in order to be based on the voice plate card serial number.The step for example can be by system of the invention
Soft switch module realize.
Specifically, soft switch module can be directed to the menu template, construct multiple triples, the triple is wrapped respectively
Corresponding voice service option, user key-press serial number, voice plate card serial number are included, and is based on user key-press serial number, described in lookup
Triple determines corresponding voice plate card serial number.
Fig. 8 shows soft switch flow diagram according to an embodiment of the invention.
As shown in figure 8, soft switch module obtains identified suitable for active user's menu template (IVR in step S801
Template).
In step S802, voice is broadcasted according to IVR template extraction operation flow, and increase key number explanation.
In step S803, with voice service option, the actual user key-press serial number of the user, voice plate card serial number building three
Tuple.
In step S804, the user key-press serial number of user is captured, corresponding triple is searched, obtains corresponding voice plate card
Serial number.
In step S805, corresponding voice plate card process flow is transferred to according to obtained voice plate card serial number.
Specifically, the triple temporarily constructed is similar to following table 1:
| Business | Voice broadcast key | Board corresponds to keystroke handling process |
| S1 | 0 | 1 |
| S3 | 1 | 3 |
| S2 | 2 | 2 |
| S4 | 3 | 4 |
| S5 | 4 | 5 |
Table 1
So far, accompanying drawings and embodiments are had been combined, the mutual of interactive voice answering system realization of the invention is described in detail
Dynamic formula voice answer-back scheme.
The present invention analyzes user's behavioral data interior for a period of time, according to the weight for presetting each behavior, meter
Comprehensive score is calculated, default IVR casting voice is obtained and presets template；Button operation of the user in default template is passed through into soft switch
It is converted into the button operation of original voice plate card, realizes the personalized casting and guidance of IVR.In this way, not merely to
Family presents personalized IVR sound template, and by the set-up mode of soft switch, without replacing original voice plate card,
Old systematic upgrade cost is greatly saved；The analysis module of user behavior can also be used as remaining electronics receiving system simultaneously
Analysis module load use.
In addition, interactive voice answering method of the invention can be realized by a kind of interactive voice answering device.Fig. 9 shows
The schematic block diagram of interactive voice answering device 900 according to an embodiment of the invention is gone out.This hair described briefly below
The function of bright interactive voice answering device and its sub-device, specific implementation can be found in present invention associated description above,
Details are not described herein.
As shown in figure 9, interactive voice answering device 900 (following abbreviation answering device) of the invention may include: letter
Cease acquisition device 910 and menu template determination unit 920.
Information acquisition unit 910 is used to obtain the user related information for determining the personalized menu template of user, institute
State the current state information that user related information includes user；And menu template determination unit 920 is used to be based on the user
Relevant information determines the menu template for being suitable for the user.
User related information can also include: the historical behavior data of user；And/or current hotspot business datum.
In a preferred embodiment, information acquisition unit 910 is used to obtain user's history behavior with first time interval
Data and/or current hotspot business datum obtain user's current state information, the first time interval with the second time interval
Longer than second time interval, the menu template determination unit 920 can be in response to acquired user related information
Variation, redefines the menu template suitable for the user.
In a preferred embodiment, menu template determination unit 920 can be also used for determining the user related information
Corresponding one or more business；Based on one or more of business, the menu template is determined.
In a preferred embodiment, menu template determination unit 920 can also be first respectively for a variety of user related informations
Begin to set corresponding weighted value, the menu template determination unit 920 can be based on one or more of business and described
The weighted value of the corresponding user related information of one or more business, determines the menu template.
The interactive voice answering device 900 can also optionally include weight setting unit 930, and weight setting unit is used
In initially setting the weighted value.Alternatively, weight setting unit 930, which may also respond to key hit rate, is lower than predetermined threshold,
Adjust the weighted value.Wherein, the key hit rate is to hit the menu determined for it according to the actual key of multiple users
The probability of the key of preceding predetermined quantity in template.
In a preferred embodiment, weight setting unit 930 is based on the key choosing of the user of training sample
Carry out sample training is selected, to adjust the weighted value of the user related information.
In a preferred embodiment, which can also include voice broadcast unit 940,
The voice broadcast unit 940 can access interactive voice answering system in response to the user, be suitable for being somebody's turn to do using above-mentioned
The menu template of user broadcasts voice menu.
Voice broadcast unit 940 preferably can be with subscription authentication unit.Subscription authentication unit is for obtaining described in access
The Subscriber Number of the user of interactive voice answering system operates the Subscriber Number subscription authentication, in subscription authentication result
In the case where meeting preset condition, voice broadcast unit 940 broadcasts language using the identified menu template suitable for the user
Sound menu.
In addition, the interactive voice answering device 900 can also include crosspoint 950, the crosspoint can be with base
The predetermined exchanged form corresponding to the menu template, user key-press serial number is converted to the voice plate card on voice plate card
Serial number executes corresponding business in order to be based on the voice plate card serial number.
In a preferred embodiment, crosspoint is used to be directed to the menu template, constructs multiple triples, and described three
Tuple respectively includes corresponding voice service option, user key-press serial number, voice plate card serial number；And it is based on user key-press sequence
Number, the triple is searched, determines corresponding voice plate card serial number.
The interactive voice answering device 900 can also optionally include template library maintenance unit 960, and template library maintenance is single
Member 960 can safeguard the menu template library including one or more menu templates, wherein in each menu template respectively with
Different sequential storages one or more voice service options.
In addition, the interactive answer method in conjunction with Fig. 2 embodiment of the present invention described can be realized by calculating equipment.Figure
10 show the hardware structural diagram provided in an embodiment of the present invention for calculating equipment.
Calculating equipment may include processor 1001 and the memory 402 for being stored with computer program instructions.
Specifically, above-mentioned processor 1001 may include central processing unit (CPU) or specific integrated circuit
(Application Specific Integrated Circuit, ASIC), or may be configured to implement implementation of the present invention
One or more integrated circuits of example.
Memory 1002 may include the mass storage for data or instruction.For example it rather than limits, storage
Device 1002 may include hard disk drive (Hard Disk Drive, HDD), floppy disk drive, flash memory, CD, magneto-optic disk, tape
Or the combination of universal serial bus (Universal Serial Bus, USB) driver or two or more the above.
In a suitable case, memory 1002 may include the medium of removable or non-removable (or fixed).In a suitable case,
Memory 1002 can be inside or outside data processing equipment.In a particular embodiment, memory 1002 is non-volatile solid
State memory.In a particular embodiment, memory 1002 includes read-only memory (ROM).In a suitable case, which can
ROM, programming ROM (PROM), erasable PROM (EPROM), electric erasable PROM (EEPROM), electricity to be masked edit program can
Rewrite the combination of ROM (EAROM) or flash memory or two or more the above.
Processor 1001 is by reading and executing the computer program instructions stored in memory 1002, to realize above-mentioned reality
Apply any one interactive answer method in example.
In one example, calculating equipment may also include communication interface 1003 and bus 1010.Wherein, as shown in Figure 10,
Processor 1001, memory 1002, communication interface 1003 connect by bus 1010 and complete mutual communication.
Communication interface 1003 is mainly used for realizing in the embodiment of the present invention between each module, device, unit and/or equipment
Communication.
Bus 1010 includes hardware, software or both, and the component for calculating equipment is coupled to each other together.For example and
It is unrestricted, bus may include accelerated graphics port (AGP) or other graphics bus, enhancing Industry Standard Architecture (EISA) bus,
Front side bus (FSB), super transmission (HT) interconnection, the interconnection of Industry Standard Architecture (ISA) bus, infinite bandwidth, low pin count (LPC)
Bus, memory bus, micro- channel architecture (MCA) bus, peripheral component interconnection (PCI) bus, PCI-Express (PCI-X)
Bus, Serial Advanced Technology Attachment (SATA) bus, Video Electronics Standards Association part (VLB) bus or other suitable buses
Or the combination of two or more the above.In a suitable case, bus 1010 may include one or more buses.To the greatest extent
Specific bus has been described and illustrated in the pipe embodiment of the present invention, but the present invention considers any suitable bus or interconnection.
In addition, in conjunction with the interactive answer method in above-described embodiment, the embodiment of the present invention can provide a kind of computer can
Storage medium is read to realize.Computer program instructions are stored on the computer readable storage medium；The computer program instructions
Any one interactive answer method in above-described embodiment is realized when being executed by processor.
It should be clear that the invention is not limited to specific configuration described above and shown in figure and processing.
For brevity, it is omitted here the detailed description to known method.In the above-described embodiments, several tools have been described and illustrated
The step of body, is as example.But method process of the invention is not limited to described and illustrated specific steps, this field
Technical staff can be variously modified, modification and addition after understanding spirit of the invention, or suitable between changing the step
Sequence.
Functional block shown in structures described above block diagram can be implemented as hardware, software, firmware or their group
It closes.When realizing in hardware, it may, for example, be electronic circuit, specific integrated circuit (ASIC), firmware appropriate, insert
Part, function card etc..When being realized with software mode, element of the invention is used to execute program or the generation of required task
Code section.Perhaps code segment can store in machine readable media program or the data-signal by carrying in carrier wave is passing
Defeated medium or communication links are sent." machine readable media " may include any medium for capableing of storage or transmission information.
The example of machine readable media includes electronic circuit, semiconductor memory devices, ROM, flash memory, erasable ROM (EROM), soft
Disk, CD-ROM, CD, hard disk, fiber medium, radio frequency (RF) link, etc..Code segment can be via such as internet, inline
The computer network of net etc. is downloaded.
It should also be noted that, the exemplary embodiment referred in the present invention, is retouched based on a series of step or device
State certain methods or system.But the present invention is not limited to the sequence of above-mentioned steps, that is to say, that can be according in embodiment
The sequence referred to executes step, may also be distinct from that the sequence in embodiment or several steps are performed simultaneously.
The above description is merely a specific embodiment, it is apparent to those skilled in the art that,
For convenience of description and succinctly, the system, module of foregoing description and the specific work process of unit can refer to preceding method
Corresponding process in embodiment, details are not described herein.It should be understood that scope of protection of the present invention is not limited thereto, it is any to be familiar with
Those skilled in the art in the technical scope disclosed by the present invention, can readily occur in various equivalent modifications or substitutions,
These modifications or substitutions should be covered by the protection scope of the present invention.
Claims (13)
1. a kind of interactive voice answering method, which is characterized in that the described method includes:
The user related information for determining the personalized menu template of user is obtained, the user related information includes user's
Current state information；And
Based on the user related information, the menu template for being suitable for the user is determined.
2. the method according to claim 1, wherein the user related information further include: the history row of user
For data and/or current hotspot business datum；
It is described obtain for determine user personalized menu template user related information the step of include:
User's history behavioral data and/or current hotspot business datum are obtained with first time interval, is obtained with the second time interval
Family current state information is taken, the first time interval is longer than second time interval,
The method also includes:
In response to the variation of acquired user related information, the menu template suitable for the user is redefined.
3. according to the method described in claim 2, it is characterized in that, described determined based on the user related information is suitable for being somebody's turn to do
The step of menu template of user includes:
Determine one or more business corresponding to the user related information；
Based on one or more of business, the menu template is determined.
4. according to the method described in claim 3, it is characterized in that, corresponding weight is set separately for a variety of user related informations
Value, described to be based on one or more of business, the step of determining the menu template, includes:
Weight based on one or more of business and the corresponding user related information of one or more of business
Value, determines the menu template.
5. according to the method described in claim 4, it is characterized in that, the method also includes:
Set the weighted value；And/or
It is lower than predetermined threshold in response to key hit rate, adjusts the weighted value, the key hit rate is according to multiple users
Actual key hit for its determine menu template in preceding predetermined quantity key probability.
6. according to the method described in claim 5, it is characterized in that, the step of adjusting the weighted value includes:
Key selection based on the user as training sample carries out sample training, to adjust the weight of the user related information
Value.
7. the method according to claim 1, wherein the method also includes:
Obtain the Subscriber Number for accessing the user of the interactive voice answering system；
Subscription authentication operation is carried out to the Subscriber Number,
In the case where subscription authentication result meets preset condition, broadcasted using the identified menu template suitable for the user
Voice menu.
8. the method according to the description of claim 7 is characterized in that the method also includes:
Based on predetermined exchanged form corresponding to the menu template, user key-press serial number is converted to the language on voice plate card
Soundboard card serial number；
Based on the voice plate card serial number, corresponding business is executed.
9. according to the method described in claim 8, it is characterized in that, described be converted to user key-press serial number on voice plate card
Voice plate card serial number the step of include:
For the menu template, multiple triples are constructed, the triple respectively includes corresponding voice service option, use
Family key serial number, voice plate card serial number；And
Based on user key-press serial number, the triple is searched, determines corresponding voice plate card serial number.
10. the method according to claim 1, wherein this method further include:
Maintenance includes the menu template library of one or more menu templates, is distinguished in a different order in each menu template
Store one or more voice service options.
11. a kind of interactive voice answering device, which is characterized in that described device includes:
Information acquisition unit, for obtaining the user related information for determining the personalized menu template of user, the user
Relevant information includes the current state information of user；And
Menu template determination unit determines the menu template for being suitable for the user for being based on the user related information.
12. a kind of calculating equipment characterized by comprising at least one processor, at least one processor and be stored in institute
The computer program instructions in memory are stated, are realized when the computer program instructions are executed by the processor as right is wanted
Seek method described in any one of 1-10.
13. a kind of computer readable storage medium, is stored thereon with computer program instructions, which is characterized in that when the calculating
Such as method of any of claims 1-10 is realized when machine program instruction is executed by processor.
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