CN109995951B - Interactive voice response method, device, equipment and medium - Google Patents
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Abstract
The embodiment of the invention discloses an interactive voice response method, an interactive voice response device, interactive voice response equipment and an interactive voice response medium. The method comprises the following steps: acquiring user related information for determining a personalized menu template of a user, wherein the user related information comprises current state information of the user; and determining a menu template applicable to the user based on the user-related information. Therefore, the menu template suitable for the user is determined through the relevant information of the user, so that the voice broadcasting service meeting the potential requirements of the user is provided, the good perception of the user to the interactive voice response system is greatly improved, and the response efficiency is improved.
Description
Technical Field
The present invention relates to the field of interactive voice response technology, and in particular, to an interactive voice response method, apparatus, device and medium.
Background
IVR (Interactive Voice response) is interactive Voice response, and a user can enter the service center by using a telephone only and can inquire or transact corresponding services according to operation prompts.
At present, an IVR service acceptance and inquiry system of an operator adopts a uniform broadcast template to carry out voice broadcast, a user needs to listen to a fussy welcome and broadcast menu no matter how to handle any service, then carries out key operation according to specific needs of the user, and shifts to a related acceptance flow. Although this approach simplifies the configuration requirements of the voice board, it causes the following problems: (1) the voice broadcasting process is complicated and complex and is inconsistent with the personalized requirements of the customers, so that the perception of the customers on the IVR query acceptance system is poor; (2) all users can make selection after listening to a single broadcasting flow, telephone traffic is long in busy time, IVR access rate in unit time is reduced, access efficiency is low, and IVR channels cannot be effectively utilized.
In view of the above, there remains a need for a solution that addresses at least one of the problems described above.
Disclosure of Invention
The embodiment of the invention provides an interactive voice response method, an interactive voice response device, an interactive voice response equipment and an interactive voice response medium, wherein a menu template suitable for a user is determined based on user related information so as to provide a voice broadcast service meeting the potential requirements of the user, thereby greatly improving the perception of the user to an interactive voice response system and simultaneously improving the response efficiency.
In a first aspect, an embodiment of the present invention provides an interactive voice response method, where the method includes: acquiring user related information for determining a personalized menu template of a user, wherein the user related information comprises current state information of the user; and determining a menu template applicable to the user based on the user-related information.
In a second aspect, an embodiment of the present invention provides an interactive voice response device, where the interactive voice response device includes: the system comprises an information acquisition unit, a processing unit and a processing unit, wherein the information acquisition unit is used for acquiring user related information used for determining a personalized menu template of a user, and the user related information comprises current state information of the user; and a menu template determination unit for determining a menu template applicable to the user based on the user-related information.
An embodiment of the present invention provides a computing device, including: at least one processor, at least one memory, and computer program instructions stored in the memory, which when executed by the processor, implement the method of the first aspect of the embodiments described above.
In a fourth aspect, an embodiment of the present invention provides a computer-readable storage medium, on which computer program instructions are stored, which, when executed by a processor, implement the method of the first aspect in the foregoing embodiments.
The interactive voice response method, the interactive voice response device, the interactive voice response equipment and the interactive voice response medium provided by the embodiment of the invention determine the menu template suitable for the user through the user related information such as the current state information of the user. The personalized broadcasting and guiding are realized, the personalized requirements of the user can be met, and the response efficiency is improved. By the method, not only the one-way user shows a personalized IVR voice flow, but also the original voice board card does not need to be replaced by the setting mode of the soft switch, thereby greatly saving the upgrading cost of the old system; meanwhile, the analysis module of the user behavior can also be used as the analysis module of other electronic acceptance systems for loading.
Drawings
In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the drawings required to be used in the embodiments of the present invention will be briefly described below, and for those skilled in the art, other drawings can be obtained according to the drawings without creative efforts.
FIG. 1 is a block diagram of an interactive voice response system framework for implementing an embodiment of the present invention.
FIG. 2 is a flow chart of an interactive voice response method according to an embodiment of the invention.
FIG. 3 is a flow chart illustrating a user historical behavior data acquisition process according to an embodiment of the invention.
Fig. 4 shows a mapping relationship diagram according to an application example of the present invention.
Fig. 5 is a flow chart illustrating automatic weight adjustment according to an embodiment of the present invention.
Fig. 6 shows a schematic diagram illustrating a user authentication flow according to an embodiment of the present invention.
Figure 7 shows a schematic block diagram of an IVR template library according to one embodiment of the invention.
Figure 8 shows a schematic diagram of a soft-switching flow according to one embodiment of the invention.
Fig. 9 shows a schematic block diagram of an interactive response device 900 according to one embodiment of the invention.
Fig. 10 is a schematic diagram illustrating a hardware structure of a computing device according to an embodiment of the present invention.
Detailed Description
Features and exemplary embodiments of various aspects of the present invention will be described in detail below, and in order to make objects, technical solutions and advantages of the present invention more apparent, the present invention will be further described in detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not to be construed as limiting the invention. It will be apparent to one skilled in the art that the present invention may be practiced without some of these specific details. The following description of the embodiments is merely intended to provide a better understanding of the present invention by illustrating examples of the present invention.
It is noted that, herein, relational terms such as first and second, and the like may be used solely to distinguish one entity or action from another entity or action without necessarily requiring or implying any actual such relationship or order between such entities or actions. Also, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising … …" does not exclude the presence of other identical elements in a process, method, article, or apparatus that comprises the element.
In order to solve the technical problems in the prior art, the invention provides an interactive voice response method and system based on the current state information of a user.
Analyzing the behavior data of the user within a period of time, and calculating a comprehensive score according to a preset weight to obtain a personalized IVR (interactive voice response) broadcasting voice flow aiming at a specific client; the key operation of the user on the personalized broadcasting process is converted into the key operation of the original voice board card through a soft switch mode, and personalized broadcasting and guiding of the IVR are achieved.
By the method, not only the one-way user shows a personalized IVR voice flow, but also the original voice board card does not need to be replaced by the setting mode of the soft switch, thereby greatly saving the upgrading cost of the old system; meanwhile, the analysis module of the user behavior can also be used as the analysis module of other electronic acceptance systems for loading.
The interactive voice response scheme of the present invention will be described in detail with reference to the accompanying drawings and embodiments.
FIG. 1 is a block diagram of an interactive voice response system framework for implementing an embodiment of the present invention.
As shown in fig. 1, the interactive voice response system of the present invention may include an access module, a user authentication module, an IVR template module, a user behavior analysis module, a soft switch module, and an IVR service board.
The functional blocks of the interactive voice response system can be realized by hardware, software or a combination of hardware and software for realizing the principles of the present invention. It will be appreciated by those skilled in the art that the functional blocks shown in fig. 1 may be combined or divided into sub-blocks to implement the principles of the invention described above. Thus, the description herein may support any possible combination, or division, or further definition of the functional modules described herein.
The interactive voice response system shown in fig. 1 can be used to implement the interactive voice response method shown in fig. 2, and the interactive voice response method of the present invention will be described in detail below with respect to functional modules that the interactive voice response system can have and steps or operations that each functional module can perform.
FIG. 2 is a flow chart of an interactive voice response method according to an embodiment of the invention.
As shown in fig. 2, in step S210, user-related information for determining a personalized menu template of a user is acquired, the user-related information including current state information of the user. This step may be implemented, for example, by the user behavior analysis module shown in fig. 1. The user behavior analysis module is the core of the interactive voice response method and the interactive voice response system. And analyzing the user behavior in the last time period T, and combining the weight operator module to obtain a corresponding menu template (for example, an IVR voice flow template) of the user in the next time period T.
Here, the menu template is a voice broadcast template used for voice broadcast to a user, where one menu template may include a plurality of different services.
The menu template may include a default menu template used by default by the system, a personalized menu template generated by customization according to the user-related information of the user, or other forms of menu templates.
All services provided by the interactive voice response system may be included in the default menu template and presented in a default order or pattern. The personalized menu template may include all or part of the services of the system, and the sequence or mode of the services may be customized according to the user-related information.
In this way, personalized menu templates customized based on user-related information are made closer to the user's real or potential interaction needs than default menu templates.
The user-related information is information related to the user, and may include, but is not limited to, historical behavior data of the user, current hotspot traffic data, and/or current state information of the user, which are recorded based on historical behavior of the user, and the like.
The user historical behavior data may be, for example, service inquired, transaction information, etc. of a service or other channel accessed by a user through an IVR (Interactive Voice Response) Voice within a predetermined time interval. The current hot spot service data may be a list of current IVR hot spot services, including currently more popular services, for recommendation to the user. The setting of the list may be manually imported or obtained through a full network data analysis or otherwise obtained. The user current state information is information of the user current state, and may be, for example, a user has a recharge operation, the user has a main package change, the user subscribes to an additional package, and the like.
In a preferred embodiment, the above-mentioned user historical behavior data may be obtained by, for example, the IVR business behavior analysis sub-module shown in fig. 1 and/or other business query analysis sub-modules; and/or, the current hotspot service analysis submodule acquires the current hotspot service data; and/or, the user current state analysis submodule acquires the user current state information.
The IVR business analysis submodule and other business query analysis submodules are used for acquiring historical behavior data of the user, the principles of the IVR business analysis submodules are basically consistent, and the IVR business analysis submodules and other business query analysis submodules are only different in weight, so that the IVR business analysis submodules and other business query analysis submodules are described together. The module records service inquiry and handling information of a user accessed through IVR voice in the last time period T or service inquiry and handling information of other channels, classifies, replaces and sorts the service information, and obtains a service ranking list interested in the user in the last time period T.
FIG. 3 is a flow chart illustrating a user historical behavior data acquisition process according to an embodiment of the invention. As shown in fig. 3, in step S301, a log of the IVR or other channels is acquired;
in step S302, classifying (map operation) by user number and service type;
in step S303, a number of times accumulation operation (reduce operation) is performed on the obtained classification operation;
in step S304, service lists used by the user in the time period are obtained and arranged in descending order according to the number of times of use of the service lists;
in step S305, an intersection operation is performed on the set of the service list used by the user and the IVR voice broadcast process, so as to obtain a final service list.
Therefore, the acquisition of the user historical behavior data is completed.
In a preferred embodiment, a list of current IVR hotspot services may be set in advance in the current service hotspot analysis submodule. The setting of the list can be manually imported or obtained through the analysis of the data of the whole network. In this embodiment, a manual import mode is adopted to promote related services, and the list form is {1, exchange of points 2, and recommendation of preferential purchasing machines }.
In the practical process, the current state information of the user is an inducing point for the user to access the interactive voice response system (for example, dialing an IVR voice access number), so that the early-stage behavior analysis has certain significance only by combining the current state of the user.
In a preferred embodiment, the mapping of the current state of the user to the preset IVR voice service options in the menu template (e.g. one-to-one, many-to-one, one-to-many, many-to-many, etc.) can be implemented in a functional mapping manner, that is, in the previous dt period, the following mapping relationship is constructed: f (x) > g (y), wherein f (x) is the current user domain, and g (y) is the IVR voice broadcast option. Fig. 4 shows a mapping relationship diagram according to an application example of the present invention.
The above-mentioned multiple different user-related information may have the same information acquisition mode and be acquired by their respective corresponding modules.
In consideration of different meanings or differences that different kinds of user-related information may have, different modules may adopt different information acquisition manners for different information when acquiring the user-related information. For example, for the current status information (e.g., the status of traffic, telephone charges, etc.) of the user, which may change frequently, the corresponding information acquisition frequency may be increased.
In a preferred embodiment, the user historical behavior data and/or the current hotspot service data are obtained by the corresponding module at a first time interval, or the user current state information is obtained at a second time interval, as the user related information for determining the menu template applicable to the user, wherein the first time interval is longer than the second time interval. For example, the first time interval may be T and the second time interval may be dt, T > dt.
Thereby, the acquisition of the user-related information is completed.
Thereafter, in step S220, a menu template applicable to the user is determined based on the user-related information. This step may be implemented, for example, by the user behavior analysis module shown in fig. 1. That is, based on the user-related information acquired in the above steps, the user behavior analysis module may determine whether a default menu template or a personalized menu template customized for the user is applicable.
In an actual application scenario, each of the obtained user-related information may include one or more services. Therefore, in a preferred embodiment, the user behavior analysis module may determine one or more services corresponding to the user-related information, and determine the menu template based on the one or more services.
In an actual application scenario, the function of determining the menu template can be assisted by setting a weight. The function can be realized by the user behavior analysis module shown in fig. 1 in combination with the weight operator module and the acquired user-related information, for example.
Specifically, the weight operator module may set corresponding weight values for modules that obtain various user-related information, respectively. For example, if the weight of the IVR analysis sub-module is a, the weight of the other service query sub-modules is B, the weight of the current service hotspot module is C, and the weight of the current status module of the user is D, then a + B + C + D is 1.
The user behavior analysis module may determine the menu template based on the one or more services and a weight value of user-related information corresponding to the one or more services.
The weights of the modules can be obtained in two ways, for example, the weights are initially set by a weight operator module of the interactive voice response system, or the weights are adjusted by the weight operator module in the monitoring situation of the response situation of the user.
In a preferred embodiment, the weight values may be set by the system or manually. In this embodiment, a is set to 0.2, B is set to 0.2, C is set to 0.1, and D is set to 0.5 (emphasis is placed on considering the user's historical behavior, the current state determines the user's requirement for dialing the IVR, and if a hotspot service is to be promoted, the weight of C needs to be increased). It should be understood that the above-mentioned set weight values are illustrative, and that the system of the present invention may also initially set other weight values, which the present invention is not limited to.
In a preferred embodiment, the respective weight values may also be adjusted by the weight operator module. For example, the weight operator module may set the weight value and adjust the weight value in response to a key hit rate being lower than a predetermined threshold, the key hit rate being a probability that a predetermined number of previous keys in the menu template determined for the user are hit according to actual keys of the plurality of users. When the key hit rate is not less than (greater than or equal to) the predetermined threshold, the weight value is not adjusted.
Specifically, the step of adjusting the weight value may be performing sample training based on a key selection of a user as a training sample to adjust the weight value of the user-related information.
Fig. 5 is a flow chart illustrating automatic weight adjustment according to an embodiment of the present invention.
As shown in fig. 5, in step S501, weight values of the respective modules are initially set, for example, a is 0.2, B is 0.2, C is 0.1, and D is 0.5.
In step S502, the key hit rate before IVR voice broadcast of the user under the condition of the initial set weight value is monitored within the first time interval T.
If the key hit rate is greater than the predetermined threshold, step S503 is executed, i.e., the weight value initially set is not adjusted.
Otherwise, if the key hit rate is not greater than the predetermined threshold, the process proceeds to step S504. In step S504, it is determined that the user enters a sample training phase.
In step S505, the access users with a specific ratio are selected as training samples, and the initial weight values of the other users are not adjusted.
In step S506, the modules corresponding to a and B are divided into X groups, and the module corresponding to D is a Y group.
In step S507, the ratio dq (weight ratio) of the X group is decreased while the ratio dq (weight ratio) of the D group is increased; or vice versa (e.g., increasing the fraction dq of the D group, decreasing the fraction dq of the X group).
In step S508, a period of time is executed to monitor the sample key hit rate of the training sample (in the sample training phase, the key hit rate of the user as the training sample is referred to as the sample key hit rate).
If the hit rate of the training samples is higher than the given value, the method goes to step S509 to update the values of a, B, C and D of the full number of users to the current values of the training samples.
If the training sample hit rate is not increased, S504-S509 are repeated until the training sample hit rate is greater than a given value (a predetermined threshold for sample training).
Therefore, according to the actual situation, the weight operator module is used for adjusting the weight value of each module corresponding to various user related information, so that more real and effective basic data can be provided for determining the menu template suitable for the user.
In addition, after the menu template suitable for the user is determined, the interactive voice response system can also respond to the user accessing the interactive voice response system and broadcast the voice menu by using the menu template.
As described above, the module of the present invention can obtain different kinds of user-related information at different time intervals, and therefore, in a preferred embodiment, the interactive voice response method of the present invention can further include: and in response to the change of the acquired user-related information, re-determining the menu template applicable to the user.
In a preferred embodiment, the subscriber number accessing the system may be user authenticated in order to determine the corresponding menu template. Authentication (authentication) refers to verifying whether a user has a right to access a system. The user authentication function may be implemented by the user authentication module shown in fig. 1 of the present invention, for example.
Specifically, the user authentication module may obtain a user number of a user accessing the interactive voice response system, and perform a user authentication operation on the user number.
And under the condition that the user authentication result meets the preset condition, broadcasting the voice menu by using the determined menu template suitable for the user. The menu template for voice broadcast may be the determined default menu template or the determined personalized menu template suitable for the user.
The traditional IVR authentication module of the operator only judges whether the user access number is the number of the operator, whether the number attribution is a local number, the user grade information of the number and the like, and then branches to different service flows and grades according to the relevant conditions of the access number information.
The user authentication module provided by the invention is additionally provided with a prt template pointer structure, so that authenticated users can point to different menu templates (IVR voice templates) to realize personalized voice broadcast customization.
Fig. 6 shows a schematic diagram illustrating a user authentication flow according to an embodiment of the present invention.
As shown in fig. 6, in step S601, the user dials an IVR access number.
In step S602, a user number of a user accessing the interactive voice response system is obtained.
In step S603, the multi-user number performs a user authentication operation, where the user authentication operation may include, but is not limited to, determining whether the accessed user number is the operator number, whether the number home location is local, user level information of the number, and the like.
If the result of the determination is yes, that is, the user authentication result meets the preset condition (for example, the home location of the user number is local, and/or the user number is the operator number, and/or the user level is advanced, etc.), step S604 is entered, in which the prt pointer in the user authentication module entry is read to obtain the personalized menu template customized for the user.
If the judgment result is no, that is, the user authentication result does not satisfy the preset condition, step S605 is entered to drop the prt pointer to the default menu template.
Therefore, the menu template suitable for the user is determined to provide assistance based on the user authentication result, namely, the user meeting the preset condition can be pointed to the personalized customized template through the prt pointer (as shown in fig. 8, the prt pointer points to the template in the IVR template), so as to provide personalized voice service for the user.
The corresponding prt pointer specifies: at system initialization, all users' prt pointers may point to a default menu template (e.g., a default IVR voice template); when the system runs for a specific time T, the user behavior analysis module collects enough user related information, and after a personalized menu template (namely a personalized IVR template) of the next voice broadcast of the user is obtained according to the weight operator module, the user authentication module is informed, and the prt pointer of the user points to the corresponding personalized menu template; after waiting for the next time T, the prt pointer is updated again, and so on.
The prt update also comprises fine adjustment update, and update of the previous dt time interval is obtained according to the current state information of the user. In a preferred embodiment, the state before the dt time period of the user is mapped to a voice broadcast template process before the next dt time of the user. And in the next IVR template calculation period T, updating the mapping function at dt intervals, and simultaneously combining the weight operator module to realize the updating of the whole template.
The interactive voice response system of the present invention may maintain a menu template library comprising one or more menu templates, which functions may be implemented, for example, by the IVR template module of the present invention as shown in fig. 1. Wherein, one or more voice service options are stored in each menu template in different orders.
In a preferred embodiment, the IVR template module can divide the voice navigation process of the system (e.g. the complete voice service process of the interactive voice response system) into 10 services, respectively S0, S1, … S9, and store these services in the form of permutation and combination in the corresponding menu template. And the personalized navigation process of the user is obtained according to the user behavior analysis module and is necessarily matched with a menu template.
Figure 7 shows a schematic block diagram of an IVR template library according to one embodiment of the invention. As shown in FIG. 7, the IVR template library of the present invention includes a default menu template (default template S as shown) and a plurality of personalized templates (template 1, template 2S {1,2,4 … … 0} … … as shown) corresponding to different users, with the user' S prt pointer pointing to each template in the template library.
When the system broadcasts the voice menu by using the menu template, the interactive voice response method may further include: and converting the user key sequence number into a voice board card sequence number on a voice board card based on a preset switching mode corresponding to the menu template so as to execute corresponding services based on the voice board card sequence number. This step may be implemented, for example, by a softswitch module in the system of the present invention.
Specifically, the soft switch module may construct a plurality of triplets for the menu template, where the triplets respectively include corresponding voice service options, user key serial numbers, and voice board serial numbers, and search for the triplets based on the user key serial numbers to determine the corresponding voice board serial numbers.
Figure 8 shows a schematic diagram of a soft-switching flow according to one embodiment of the invention.
As shown in fig. 8, in step S801, the softswitch module obtains the menu template (IVR template) determined to be applicable to the current user.
In step S802, a service flow broadcast voice is extracted according to the IVR template, and a key number description is added.
In step S803, a triple is constructed by the voice service option, the actual user key sequence number of the user, and the voice board sequence number.
In step S804, the user key serial number of the user is captured, and the corresponding triple is searched to obtain the corresponding voice board serial number.
In step S805, the corresponding voice board processing flow is switched to according to the obtained voice board serial number.
Specifically, the temporarily constructed triplets are similar to table 1 below:
| business | Voice broadcast button | Processing flow of corresponding keys of board card |
| S1 | 0 | 1 |
| S3 | 1 | 3 |
| S2 | 2 | 2 |
| S4 | 3 | 4 |
| S5 | 4 | 5 |
TABLE 1
So far, the interactive voice response scheme implemented by the interactive voice response system of the present invention has been described in detail with reference to the accompanying drawings and embodiments.
Analyzing behavior data of a user within a period of time, calculating a comprehensive score according to the weight of each preset behavior, and obtaining a preset IVR broadcast voice preset template; the key operation of the user on the preset template is converted into the key operation of the original voice board card through soft switching, and the personalized broadcasting and guiding of the IVR are achieved. By the method, not only the one-way user shows the personalized IVR voice template, but also the original voice board card does not need to be replaced by the setting mode of the soft switch, thereby greatly saving the upgrading cost of the old system; meanwhile, the analysis module of the user behavior can also be used as the analysis module of other electronic acceptance systems for loading.
In addition, the interactive voice response method can be realized by an interactive voice response device. FIG. 9 is a schematic block diagram of an interactive voice response device 900 in accordance with one embodiment of the present invention. The following briefly describes the functions of the interactive voice response apparatus and its sub-apparatuses, and the detailed implementation thereof can be referred to the above description of the present invention, and will not be described herein again.
As shown in fig. 9, the interactive voice response device 900 (hereinafter referred to as response device) of the present invention may include: an information acquisition means 910 and a menu board determination unit 920.
The information obtaining unit 910 is configured to obtain user-related information for determining a personalized menu template of a user, where the user-related information includes current state information of the user; and a menu template determining unit 920 configured to determine a menu template applicable to the user based on the user-related information.
The user-related information may further include: historical behavioral data of the user; and/or current hotspot traffic data.
In a preferred embodiment, the information obtaining unit 910 is configured to obtain historical behavior data and/or current hotspot service data of the user at a first time interval, and obtain current status information of the user at a second time interval, where the first time interval is longer than the second time interval, and the menu template determining unit 920 may be configured to re-determine the menu template applicable to the user in response to a change in the obtained user-related information.
In a preferred embodiment, the menu template determining unit 920 may be further configured to determine one or more services corresponding to the user-related information; determining the menu template based on the one or more services.
In a preferred embodiment, the menu template determining unit 920 may further initially set a corresponding weight value for each of a plurality of types of user-related information, and the menu template determining unit 920 may determine the menu template based on the one or more services and the weight values of the user-related information corresponding to the one or more services.
The interactive voice response apparatus 900 may further optionally include a weight setting unit 930 for initially setting the weight value. Alternatively, the weight setting unit 930 may also adjust the weight value in response to the key hit rate being lower than a predetermined threshold. The key hit rate is the probability of hitting a predetermined number of previous keys in the menu template determined for a plurality of users according to the actual keys of the users.
In a preferred embodiment, the weight setting unit 930 may perform sample training based on a user's key selection as a training sample to adjust a weight value of the user-related information.
In a preferred embodiment, the interactive voice response device 900 may further include a voice announcement unit 940, and the voice announcement unit 940 may announce the voice menu using the menu template applicable to the user in response to the user accessing the interactive voice response system.
The voice announcement unit 940 may preferably also be a user authentication unit. The user authentication unit is configured to acquire a user number of a user accessing the interactive voice response system, perform user authentication operation on the user number, and broadcast the voice menu by using the determined menu template applicable to the user by the voice broadcast unit 940 when a user authentication result satisfies a preset condition.
In addition, the interactive voice response apparatus 900 may further include a switching unit 950, where the switching unit may convert the user key sequence number into a voice board sequence number on a voice board based on a predetermined switching manner corresponding to the menu template, so as to execute a corresponding service based on the voice board sequence number.
In a preferred embodiment, the switching unit is configured to construct, for the menu template, a plurality of triplets, where the triplets respectively include corresponding voice service options, user key serial numbers, and voice board serial numbers; and searching the triple based on the key sequence number of the user, and determining the corresponding voice board card sequence number.
The interactive voice response apparatus 900 may further optionally comprise a template library maintenance unit 960, and the template library maintenance unit 960 may maintain a menu template library comprising one or more menu templates, wherein each menu template stores one or more voice service options in a different order.
In addition, the interactive response method of the embodiment of the invention described in conjunction with fig. 2 can be implemented by a computing device. Fig. 10 is a schematic diagram illustrating a hardware structure of a computing device according to an embodiment of the present invention.
The computing device may include a processor 1001 and a memory 402 storing computer program instructions.
Specifically, the processor 1001 may include a Central Processing Unit (CPU), or an Application Specific Integrated Circuit (ASIC), or may be configured as one or more Integrated circuits implementing an embodiment of the present invention.
The processor 1001 realizes any one of the interactive answering methods in the above embodiments by reading and executing computer program instructions stored in the memory 1002.
In one example, the computing device may also include a communication interface 1003 and a bus 1010. As shown in fig. 10, the processor 1001, the memory 1002, and the communication interface 1003 are connected to each other via a bus 1010 to complete communication therebetween.
The communication interface 1003 is mainly used for implementing communication between modules, apparatuses, units and/or devices in the embodiment of the present invention.
The bus 1010 includes hardware, software, or both to couple the components of the computing device to one another. By way of example, and not limitation, a bus may include an Accelerated Graphics Port (AGP) or other graphics bus, an Enhanced Industry Standard Architecture (EISA) bus, a Front Side Bus (FSB), a Hypertransport (HT) interconnect, an Industry Standard Architecture (ISA) bus, an infiniband interconnect, a Low Pin Count (LPC) bus, a memory bus, a Micro Channel Architecture (MCA) bus, a Peripheral Component Interconnect (PCI) bus, a PCI-Express (PCI-X) bus, a Serial Advanced Technology Attachment (SATA) bus, a video electronics standards association local (VLB) bus, or other suitable bus or a combination of two or more of these. Bus 1010 may include one or more buses, where appropriate. Although specific buses have been described and shown in the embodiments of the invention, any suitable buses or interconnects are contemplated by the invention.
In addition, in combination with the interactive response method in the above embodiments, the embodiments of the present invention can be implemented by providing a computer-readable storage medium. The computer readable storage medium having stored thereon computer program instructions; the computer program instructions, when executed by a processor, implement any of the interactive response methods in the above embodiments.
It is to be understood that the invention is not limited to the specific arrangements and instrumentality described above and shown in the drawings. A detailed description of known methods is omitted herein for the sake of brevity. In the above embodiments, several specific steps are described and shown as examples. However, the method processes of the present invention are not limited to the specific steps described and illustrated, and those skilled in the art can make various changes, modifications and additions or change the order between the steps after comprehending the spirit of the present invention.
The functional blocks shown in the above-described structural block diagrams may be implemented as hardware, software, firmware, or a combination thereof. When implemented in hardware, it may be, for example, an electronic circuit, an Application Specific Integrated Circuit (ASIC), suitable firmware, plug-in, function card, or the like. When implemented in software, the elements of the invention are the programs or code segments used to perform the required tasks. The program or code segments may be stored in a machine-readable medium or transmitted by a data signal carried in a carrier wave over a transmission medium or a communication link. A "machine-readable medium" may include any medium that can store or transfer information. Examples of a machine-readable medium include electronic circuits, semiconductor memory devices, ROM, flash memory, Erasable ROM (EROM), floppy disks, CD-ROMs, optical disks, hard disks, fiber optic media, Radio Frequency (RF) links, and so forth. The code segments may be downloaded via computer networks such as the internet, intranet, etc.
It should also be noted that the exemplary embodiments mentioned in this patent describe some methods or systems based on a series of steps or devices. However, the present invention is not limited to the order of the above-described steps, that is, the steps may be performed in the order mentioned in the embodiments, may be performed in an order different from the order in the embodiments, or may be performed simultaneously.
As described above, only the specific embodiments of the present invention are provided, and it can be clearly understood by those skilled in the art that, for convenience and brevity of description, the specific working processes of the system, the module and the unit described above may refer to the corresponding processes in the foregoing method embodiments, and are not described herein again. It should be understood that the scope of the present invention is not limited thereto, and any person skilled in the art can easily conceive various equivalent modifications or substitutions within the technical scope of the present invention, and these modifications or substitutions should be covered within the scope of the present invention.
Claims (10)
1. An interactive voice response method, comprising:
acquiring user related information for determining a personalized menu template of a user, wherein the user related information comprises current state information of the user, current hotspot service data and historical behavior data of the user; and
determining a menu template applicable to the user based on the user-related information;
the step of determining a menu template applicable to the user based on the user-related information includes:
determining one or more services corresponding to the user related information;
determining the menu template based on the one or more services;
the step of determining the menu template based on the one or more services comprises:
determining a prt pointer based on the one or more services and the weight value of the user related information corresponding to the one or more services, and determining the menu template according to the prt pointer;
the method further comprises the following steps:
adjusting the weight value in response to a key hit rate being a probability that a predetermined number of previous keys in the menu template determined for a plurality of users are hit according to actual keys of the users being below a predetermined threshold.
2. The method of claim 1, wherein the user-related information further comprises: historical behavior data and/or current hotspot service data of the user;
the step of acquiring the user-related information for determining the personalized menu template of the user includes:
acquiring user historical behavior data and/or current hotspot service data at a first time interval, acquiring user current state information at a second time interval, wherein the first time interval is longer than the second time interval,
the method further comprises the following steps:
and in response to the change of the acquired user-related information, re-determining the menu template applicable to the user.
3. The method of claim 1, wherein the step of adjusting the weight values comprises:
and performing sample training based on the key selection of the user as a training sample to adjust the weight value of the user-related information.
4. The method of claim 1, further comprising:
acquiring a user number of a user accessing the interactive voice response system;
performing user authentication operation on the user number,
and under the condition that the user authentication result meets the preset condition, broadcasting the voice menu by using the determined menu template suitable for the user.
5. The method of claim 4, further comprising:
converting the user key sequence number into a voice board card sequence number on a voice board card based on a preset exchange mode corresponding to the menu template;
and executing corresponding services based on the voice board card serial number.
6. The method of claim 5, wherein the step of converting the user key sequence number to the voice board sequence number on the voice board comprises:
constructing a plurality of triples aiming at the menu template, wherein the triples respectively comprise corresponding voice service options, user key sequence numbers and voice board card sequence numbers; and
and searching the triple based on the key sequence number of the user, and determining the corresponding voice board card sequence number.
7. The method of claim 1, further comprising:
a menu template library is maintained comprising one or more menu templates, each of which stores one or more voice service options in a different order.
8. An interactive voice response device, comprising:
the system comprises an information acquisition unit, a processing unit and a processing unit, wherein the information acquisition unit is used for acquiring user related information used for determining a personalized menu template of a user, and the user related information comprises current state information of the user, current hotspot service data and historical behavior data of the user; and
a menu template determining unit, configured to determine a menu template applicable to the user based on the user-related information;
the menu template determining unit is configured to determine a menu template applicable to the user based on the user-related information, and includes:
the menu template determining unit determines one or more services corresponding to the user related information;
the menu template determination unit determines the menu template based on the one or more services;
the menu template determination unit determines the menu template based on the one or more services, including:
the menu template determining unit determines a prt pointer based on the one or more services and the weight values of the user related information corresponding to the one or more services, and determines the menu template according to the prt pointer;
the apparatus further includes a weight setting unit:
the weight setting unit is used for adjusting the weight value in response to the fact that the key hit rate is lower than a preset threshold value, and the key hit rate is the probability that the previous preset number of keys in the menu template determined for the actual keys of a plurality of users are hit.
9. A computing device, comprising: at least one processor, at least one memory, and computer program instructions stored in the memory that, when executed by the processor, implement the method of any of claims 1-7.
10. A computer-readable storage medium having computer program instructions stored thereon, which when executed by a processor implement the method of any one of claims 1-7.
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| CN101094271A (en) * | 2007-07-20 | 2007-12-26 | 华为技术有限公司 | Method and device for creating menu of automatic voice responsion system |
| US8934618B2 (en) * | 2008-12-29 | 2015-01-13 | Avaya Inc. | Method for analysing an interactive voice response system |
| US8750922B2 (en) * | 2009-06-25 | 2014-06-10 | At&T Intellectual Property I, L.P. | Prioritized prompt ordering and call processing in interactive voice response systems |
| US9680994B2 (en) * | 2010-07-06 | 2017-06-13 | Millind Mittal | Method and apparatus for data channel augmented auto attended voice response systems |
| US8953764B2 (en) * | 2012-08-06 | 2015-02-10 | Angel.Com Incorporated | Dynamic adjustment of recommendations using a conversation assistant |
| CN103118206B (en) * | 2013-01-25 | 2015-10-28 | 西安电子科技大学 | The system and method for generation interactive voice response information displaying menu Network Based |
| US9426289B2 (en) * | 2013-09-12 | 2016-08-23 | Avaya Inc. | Techniques for topical customer service menu reconfiguration based on social media |
| US9390706B2 (en) * | 2014-06-19 | 2016-07-12 | Mattersight Corporation | Personality-based intelligent personal assistant system and methods |
| CN104394283A (en) * | 2014-08-27 | 2015-03-04 | 贵阳朗玛信息技术股份有限公司 | Dynamic adjustment method and system of IVR menu |
| CN104484099B (en) * | 2014-11-18 | 2018-01-19 | 珠海格力电器股份有限公司 | A kind of method and device for showing menu |
| CN106572272A (en) * | 2015-10-12 | 2017-04-19 | 阿里巴巴集团控股有限公司 | IVR voice menu determination method and apparatus |
| CN105554326B (en) * | 2015-12-11 | 2019-03-12 | 上海携程商务有限公司 | The method for reducing the menu selection duration of IVR system |
| CN106998397B (en) * | 2016-01-25 | 2020-02-07 | 平安科技（深圳）有限公司 | Voice broadcasting method and system for multiple service types |
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