CN110191243B - Method, system, electronic device and medium for interactive voice response - Google Patents
Method, system, electronic device and medium for interactive voice response Download PDFInfo
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- CN110191243B CN110191243B CN201910542371.5A CN201910542371A CN110191243B CN 110191243 B CN110191243 B CN 110191243B CN 201910542371 A CN201910542371 A CN 201910542371A CN 110191243 B CN110191243 B CN 110191243B
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
Abstract
The invention discloses a method, a system, electronic equipment and a medium for interactive voice response, wherein the method comprises the following steps: when an external user calls in, acquiring the number of the external user; inquiring whether a target extension exists according to the number of an external user, and if so, broadcasting callback guide information to the external user; and after the dial-back guide information is broadcasted to the external user, judging whether the external user gates the target extension set within second preset time, if so, accessing the target extension set for the external user. According to the invention, the callback guide information for guiding the external user to gate the target extension is added in the IVR voice menu, the target extension is inquired according to the number of the external user, and the callback guide information is broadcasted to the external user after the target extension is inquired, so that the external user can conveniently realize the callback purpose, the time of the user is saved, and the user experience is improved.
Description
Technical Field
The invention belongs to the technical field of Interactive Voice Response (IVR), and particularly relates to a method, a system, electronic equipment and a medium for interactive voice response.
Background
IVR technology has been widely used. IVR systems often include an IVR server and multiple extensions. When an external user initiates a call to the IVR system, the IVR server connects the incoming call of the external user and broadcasts voice prompt information to the external user according to a preset IVR voice menu, for example, "select A service, please press 1 #; selecting a service B, and pressing 2 #; … … manual service, please press 9# ". The external user inputs corresponding keys, and the IVR server switches on corresponding services for the external user according to the keys input by the external user or switches on the extension set of unspecified manual services for the external user.
In practical applications, there are also often situations where an extension of an IVR system calls an external user. When the extension calls an external user, the number of the switchboard of the IVR server is displayed, and the number of the extension is not displayed. If the extension of the IVR system calls an external user, but the external user is not answered in time. When the external user dials back, the IVR server connects the incoming call of the external user and broadcasts voice prompt information to the external user according to a preset IVR voice menu. The external user can not inquire the extension of the original call, can not establish effective communication, and the purpose of callback can not be realized.
Disclosure of Invention
The invention provides a method, a system, electronic equipment and a medium for interactive voice response, aiming at overcoming the defect that an extension set of an IVR system cannot be connected when an external user misses a call of the extension set and then dials back in the prior art.
The invention solves the technical problems through the following technical scheme:
the invention provides a method for interactive voice response, wherein an IVR voice menu comprises callback guide information, the callback guide information is used for guiding an external user to gate a target extension, and the target extension is an extension which calls the external user once within a first preset time range;
the method comprises the following steps:
when the external user calls in, acquiring the number of the external user;
inquiring whether a target extension exists according to the number of an external user, and if so, broadcasting callback guide information to the external user;
and after the dial-back guide information is broadcasted to the external user, judging whether the external user gates the target extension set within second preset time, if so, accessing the target extension set for the external user.
Preferably, the target extension is the latest extension among the extensions which have called the external user and are not connected within the first preset time range.
Preferably, the callback guide information comprises a template part and a part to be filled;
the step of broadcasting the callback guide information to the external user comprises the following steps:
and filling the information of the target extension into the part to be filled to form updated callback guide information, and then broadcasting the updated callback guide information to the external user.
Preferably, the IVR voice menu further includes a plurality of pieces of service guide information, each piece of service guide information corresponds to one service, and the service guide information is used for guiding an external user to select the corresponding service;
the step of inquiring whether the target extension exists according to the number of the external user further comprises the following steps: if not, inquiring a target key according to the number of the external user, wherein the target key is a key which is clicked by the external user for selecting the service for the last time, or the target key is a key which is clicked by the external user for selecting the corresponding service for the maximum number of times within a third preset time range; and promoting the service guide information corresponding to the target key to a first order of the IVR voice menu to form an updated IVR voice menu, and then broadcasting the updated IVR voice menu to the external user.
Preferably, the method further comprises the steps of:
and recording the key clicked by the external user and the time when the external user clicks the key, and accessing the service corresponding to the key for the external user according to the key.
The invention also provides an interactive voice response system, wherein the IVR voice menu comprises callback guide information, the callback guide information is used for guiding the external user to gate the target extension, and the target extension is the extension which calls the number of the external user once in the first preset time range;
the system comprises an external number acquisition unit, an extension inquiry unit, a voice broadcast unit and an extension access unit;
the external number acquisition unit is used for acquiring the number of the external user when the external user calls in;
the extension inquiry unit is used for inquiring whether a target extension exists according to the number of an external user, and if so, the voice broadcasting unit is used for broadcasting callback guide information to the external user;
after the voice broadcasting unit broadcasts the callback guide information to the external user, the extension access unit is used for judging whether the external user gates the target extension within second preset time, and if yes, the extension access unit is also used for accessing the target extension for the external user.
Preferably, the target extension is the latest extension among the extensions which have called the external user and are not connected within the first preset time range.
Preferably, the callback guide information comprises a template part and a part to be filled; the system also includes a menu update unit;
the menu updating unit is used for filling the information of the target extension into the part to be filled so as to form updated callback guide information, and the voice broadcasting unit is also used for broadcasting the updated callback guide information to an external user.
Preferably, the IVR voice menu further includes a plurality of pieces of service guide information, each piece of service guide information corresponds to one service, and the service guide information is used for guiding an external user to select the corresponding service; the system also comprises a key inquiry unit and a menu updating unit;
if the extension inquiry unit inquires whether a target extension exists according to the number of the external user, the extension inquiry unit is used for inquiring a target key according to the number of the external user, wherein the target key is a key which is clicked by the external user for selecting the service for the last time, or the target key is a key which is clicked by the external user for selecting the corresponding service for the maximum time within a third preset time range;
the menu updating unit is used for promoting the service guide information corresponding to the target key to a first order of the IVR voice menu to form an updated IVR voice menu;
the voice broadcasting unit is also used for broadcasting the updated IVR voice menu to the external user.
Preferably, the system further comprises a key recording unit and a service access unit;
the key recording unit is used for recording keys clicked by an external user and the time when the external user clicks the keys;
and the service access unit accesses the service corresponding to the key for the external user according to the key.
The invention also provides an electronic device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, wherein the processor implements the interactive voice response method of the invention when executing the computer program.
The invention also provides a computer-readable storage medium, on which a computer program is stored which, when being executed by a processor, carries out the steps of the method of interactive voice response of the invention.
The positive progress effects of the invention are as follows: according to the invention, the callback guide information for guiding the external user to gate the target extension is added in the IVR voice menu, the target extension is inquired according to the number of the external user, and the callback guide information is broadcasted to the external user after the target extension is inquired, so that the external user can conveniently realize the callback purpose, the time of the user is saved, and the user experience is improved.
Drawings
Fig. 1 is a schematic structural diagram of a system for interactive voice response according to embodiment 1 of the present invention.
Fig. 2 is a flowchart of a method of interactive voice response according to embodiment 1 of the present invention.
Fig. 3 is a schematic structural diagram of an electronic device according to embodiment 2 of the present invention.
Detailed Description
The invention is further illustrated by the following examples, which are not intended to limit the scope of the invention.
Example 1
Referring to fig. 1, the interactive voice response system includes an IVR server 11, an interface server 12, a database 13, and a plurality of extension sets, such as a first extension set 14 and a second extension set 15. The interactive voice response system further comprises an external number acquisition unit 101, an extension inquiry unit 102, a voice broadcast unit 103 and an extension access unit 104. The external number acquisition unit 101, the extension inquiry unit 102, the voice broadcast unit 103, and the extension access unit 104 are all embedded in the IVR server 11. In this embodiment, the IVR voice menu includes callback guidance information, where the callback guidance information is used to guide the external user to gate a target extension, and the target extension is an extension that has called the number of the external user within a first preset time range. The external number obtaining unit 101 is configured to obtain a number of an external user when the external user enters. Extension inquiry unit 102 is configured to inquire whether a target extension exists according to a number of an external user, and if so (that is, a target extension exists), voice broadcast unit 103 is configured to broadcast callback guide information to the external user. After the voice broadcast unit 103 broadcasts the callback guide information to the external user, the extension access unit 104 is configured to determine whether the external user gates the target extension within the second preset time, and if so (that is, the external user gates the target extension within the second preset time), the extension access unit 104 is further configured to access the target extension for the external user. The second preset time is a reasonable time range for waiting for the key response of the external user after the callback guide information is broadcasted to the external user, and the second preset time can be reasonably set by a person skilled in the art according to the time waiting for the key response of the external user in the IVR system.
Assuming that the first extension 14 calls the external user at 5 months, 1 day, 15 of the year and the external user does not answer the call of the first extension 14, the IVR server 11 stores information of the first extension 14 (for example, the number of the first extension), the number of the external user, the time of the call, and the connection state (the call is in the "unconnected" state) in the database 13 through the interface server 12. Assuming that the second extension 15 calls the external user at the same day 16 and the external user answers the call of the second extension 15, the IVR server 11 stores information on the second extension 15 (for example, the number of the second extension), the number of the external user, the time of the call, the connection state (the call is in the "answering" state) and the like in the database 13 through the interface server 12.
When the external user sees the missed call at 15 at 16 days, 15 minutes, the call is returned. When a call from an external user arrives at the IVR server 11, the external number acquisition unit 101 acquires the number of the external user. Then, extension inquiring unit 102 inquires from database 13 whether there is a target extension, which is an extension that has called the external user once within the first preset time range, through interface server 12 according to the number of the external user. In this embodiment, the first preset time range is within 24 hours from the time when the external user initiates the callback to the previous time. In a preferred embodiment, the target extension is the latest extension among the extensions that have called the number of the external user and are not connected within the first preset time range, specifically, the first extension 14 in the present embodiment (in other alternative embodiments, the target extension is the latest extension among the extensions that have called the external user within the first preset time range, that is, the second extension).
In this embodiment, the callback guide information includes a template portion and a portion to be filled in. For example, the callback guidance information is "hello," and it is queried that you have a missed call from [ X ], turn on [ X ], please press the # key, "where" [ X ] "is the part to be filled in, and the rest is the template part. The system of interactive voice response of the present embodiment further includes a menu updating unit 105. A menu updating unit 105 is embedded within the IVR server 11, the menu updating unit 105 being configured to fill in information of the target extension into the portion to be filled in to form updated callback guide information. When the extension inquiring unit 102 inquires that the first extension is the target extension, the menu updating unit 105 fills the information of the first extension into the part to be filled in to form updated callback guide information "hello, inquires that there is a missed call from the first extension, and switches on the first extension to press the # key".
Next, the voice broadcast unit 103 broadcasts the updated callback guidance information to the external user. In other alternative embodiments, the callback guidance information is only fixed content, for example, "you are good, inquire that you have a missed call, and press the # key" to get through.
The broadcast IVR voice menu also includes a plurality of pieces of service guide information. Each piece of service guide information corresponds to one service respectively, and the service guide information is used for guiding an external user to select the corresponding service. For example, the first piece of service guide information is "select a service, please press 1 #", the second piece of service guide information is "select B service, please press 2 #", and the third piece of service guide information is "select C service, please press 3 #".
After broadcasting updated callback guide information, voice broadcast unit 103 continues to broadcast each piece of service guide information one by one according to a preset sequence: "select a service, please press 1 #; selecting a service B, and pressing 2 #; select C service, please press 3# … … ". If the external user directly presses the # key in the broadcasting process, the IVR server 11 stops the broadcasting of the voice broadcasting unit 103, and the extension access unit 104 accesses the first extension of the target extension for the external user, so that the external user can get in contact with the caller of the missed call, and the call back purpose is realized.
If the external user has not dialed back, the telephone exchange number of the IVR server 11 is called at 5 months, 3 days and 10 days. Since the missed call at 5 months, 1 day, 15 has exceeded the first preset time range, extension inquiry unit 102 inquires that the result of inquiring whether or not the target extension exists is no. At this time, the interactive voice response system of the present embodiment no longer regards the current call of the external user as "callback", but rather as a call made to obtain service. The voice broadcasting unit 103 does not broadcast the callback guidance information but broadcasts a plurality of pieces of service guidance information included in the IVR voice menu. Each piece of service guide information corresponds to one service respectively, and the service guide information is used for guiding an external user to select the corresponding service. For example, the first piece of service guide information is "select a service, please press 1 #", the second piece of service guide information is "select B service, please press 2 #", and the third piece of service guide information is "select C service, please press 3 #".
In other optional embodiments, the voice broadcast unit 103 broadcasts each piece of service guide information one by one according to a preset sequence: "select a service, please press 1 #; selecting a service B, and pressing 2 #; select C service, please press 3# … … ". If the external user performs a key operation during the broadcasting process, the IVR server 11 stops the broadcasting of the voice broadcasting unit 103, and provides corresponding services for the external user according to the key of the external user.
As a preferred embodiment, this embodiment provides a more humanized implementation. The system of interactive voice response of the present embodiment further includes a key inquiry unit 106. If the result of extension querying unit 102 querying whether there is a target extension is "no", key querying unit 106 queries a target key according to the number of the external user. In this embodiment, the target key is a key that the external user has clicked last time to select the service. That is, the interactive voice response system of the present embodiment further includes a key recording unit 107, and for each key operation performed by the external user to select the corresponding service, the key recording unit 107 stores the information of the key and the time of the key to the database 13 through the interface server 12 for query and statistics. Assuming that the last key of the external user is "3" as queried from the database 13 by the key query unit 106 through the interface server 12, the menu update unit 105 promotes the service guide information corresponding to the target key "3" to the first order of the IVR voice menu to form an updated IVR voice menu. In this embodiment, the updated IVR voice menu is: "select C service, please press # 3; selecting A service, please press 1 #; selecting a service B, and pressing 2 #; … … "the relative order of the remaining service guide information to each other has not changed in the updated IVR voice menu. Then, the voice broadcasting unit 103 broadcasts the updated IVR voice menu to the external user.
In other alternative embodiments, the target key is a key that is clicked the most number of times by the external user for selecting the corresponding service within a third preset time range. The third preset time range is within 30 days from the time when the external user initiates the call.
When an external user obtains a service through an existing IVR system, the voice menus of the existing IVR system are in a fixed order, and therefore, the user often needs to wait for a long time to hear the service desired by the user. The interactive voice response system of the embodiment adjusts the sequence of the service guide information in the IVR voice menu according to the service selected by the external user for the last time or the service selected most frequently, so that the waiting time of the external user can be reduced, the occupied time of a communication line can be reduced, the efficiency can be improved, and the user experience can be improved.
In the broadcasting process of the updated IVR voice menu, if the external user clicks the corresponding key, the key recording unit 107 records the key clicked by the external user and the time when the external user clicks the key, and the service access unit 108 accesses the service corresponding to the key for the external user according to the key.
The embodiment also provides an interactive voice response method, which is implemented by adopting the interactive voice response system of the embodiment. Referring to fig. 2, the method of interactive voice response includes the steps of:
step S201, when the external user calls in, the number of the external user is obtained.
Step S202, inquiring whether a target extension exists according to the number of an external user, if so, executing step S203; if not, go to step S205.
And step S203, broadcasting callback guide information to an external user.
Step S204, judging whether the external user gates the target extension set within second preset time, if so, accessing the target extension set for the external user, and then executing step S207.
Step S205, querying a target key according to the number of the external user, promoting the service guide information corresponding to the target key to a first order of the IVR voice menu to form an updated IVR voice menu, and then broadcasting the updated IVR voice menu to the external user.
And S206, recording the key clicked by the external user and the time when the external user clicks the key, accessing the service corresponding to the key for the external user according to the key, and then executing the step S207.
And step S207, ending.
Assuming that the first extension 14 calls the external user at 5 months, 1 day, 15 of the year and the external user does not answer the call of the first extension 14, the IVR server 11 stores information of the first extension 14 (for example, the number of the first extension), the number of the external user, the time of the call, and the connection state (the call is in the "unconnected" state) in the database 13 through the interface server 12. Assuming that the second extension 15 calls the external user at the same day 16 and the external user answers the call of the second extension 15, the IVR server 11 stores information on the second extension 15 (for example, the number of the second extension), the number of the external user, the time of the call, the connection state (the call is in the "answering" state) and the like in the database 13 through the interface server 12.
When the external user sees the missed call at 15 at 16 days, 15 minutes, the call is returned. In step S201, when the call of the external user arrives at the IVR server 11, the external number acquisition unit 101 acquires the number of the external user. Then, in step S202, extension querying section 102 queries whether or not there is a target extension, which is an extension that has called the external user once within the first preset time range, from database 13 through interface server 12 according to the number of the external user. In this embodiment, the first preset time range is within 24 hours from the time when the external user initiates the callback to the previous time. In a preferred embodiment, the target extension is the latest extension among the extensions that have called the number of the external user and are not connected within the first preset time range, specifically, the first extension 14 in the present embodiment (in other alternative embodiments, the target extension is the latest extension among the extensions that have called the external user within the first preset time range, that is, the second extension).
In this embodiment, the callback guide information includes a template portion and a portion to be filled in. For example, the callback guidance information is "hello," and it is queried that you have a missed call from [ X ], turn on [ X ], please press the # key, "where" [ X ] "is the part to be filled in, and the rest is the template part. The menu updating unit 105 is used for filling the information of the target extension into the part to be filled to form updated callback guide information. When the extension querying unit 102 queries that the first extension is the target extension, in step S203, the menu updating unit 105 fills the information of the first extension into the to-be-filled part to form updated callback guidance information "hello", queries that there is a missed call from the first extension, and turns on the first extension to press the # key ".
Next, in step S203, the voice broadcast unit 103 broadcasts the updated callback guidance information to the external user. In other alternative embodiments, the callback guidance information is only fixed content, for example, "you are good, inquire that you have a missed call, and press the # key" to get through.
The broadcast IVR voice menu also includes a plurality of pieces of service guide information. Each piece of service guide information corresponds to one service respectively, and the service guide information is used for guiding an external user to select the corresponding service. For example, the first piece of service guide information is "select a service, please press 1 #", the second piece of service guide information is "select B service, please press 2 #", and the third piece of service guide information is "select C service, please press 3 #".
After broadcasting updated callback guide information, voice broadcast unit 103 continues to broadcast each piece of service guide information one by one according to a preset sequence: "select a service, please press 1 #; selecting a service B, and pressing 2 #; select C service, please press 3# … … ". If the external user directly presses the # key in the broadcasting process, that is, if it is determined in step S204 that the result of whether the external user is gated within the second preset time is yes, the target extension server 11 terminates the broadcasting of the voice broadcasting unit 103, and the extension access unit 104 accesses the first extension of the target extension for the external user, so that the external user contacts the caller of the missed call, thereby achieving the purpose of callback. And (5) executing step S207 after the external user finishes calling, and ending the operation.
If the external user has not dialed back, the telephone exchange number of the IVR server 11 is called at 5 months, 3 days and 10 days. Since the missed call at 5 months, 1 day, 15 has exceeded the first preset time range, extension inquiry unit 102 inquires that the result of inquiring whether or not the target extension exists is no. At this time, the interactive voice response system of the present embodiment no longer regards the current call of the external user as "callback", but rather as a call made to obtain service. The voice broadcasting unit 103 does not broadcast the callback guidance information but broadcasts a plurality of pieces of service guidance information included in the IVR voice menu. Each piece of service guide information corresponds to one service respectively, and the service guide information is used for guiding an external user to select the corresponding service. For example, the first piece of service guide information is "select a service, please press 1 #", the second piece of service guide information is "select B service, please press 2 #", and the third piece of service guide information is "select C service, please press 3 #".
In other optional embodiments, the voice broadcast unit 103 broadcasts each piece of service guide information one by one according to a preset sequence: "select a service, please press 1 #; selecting a service B, and pressing 2 #; select C service, please press 3# … … ". If the external user performs a key operation during the broadcasting process, the IVR server 11 stops the broadcasting of the voice broadcasting unit 103, and provides corresponding services for the external user according to the key of the external user.
As a preferred embodiment, this embodiment provides a more humanized implementation. If the result of the extension querying unit 102 querying whether there is a target extension is no, step S205 is executed, and the key querying unit 106 queries a target key according to the number of the external user. In this embodiment, the target key is a key that the external user has clicked last time to select the service. The key recording unit 107 stores information of keys and times of keys to the database 13 through the interface server 12 for inquiry and statistics every time an external user performs a key operation for selecting a corresponding service. Assuming that the last key of the external user is "3" as queried from the database 13 by the key query unit 106 through the interface server 12, in step S205, the menu update unit 105 promotes the service guide information corresponding to the target key "3" to the first order of the IVR voice menu to form an updated IVR voice menu. In this embodiment, the updated IVR voice menu is: "select C service, please press # 3; selecting A service, please press 1 #; selecting a service B, and pressing 2 #; … … "the relative order of the remaining service guide information to each other has not changed in the updated IVR voice menu. Then, the voice broadcasting unit 103 broadcasts the updated IVR voice menu to the external user.
In other alternative embodiments, the target key is a key that is clicked the most number of times by the external user for selecting the corresponding service within a third preset time range. The third preset time range is within 30 days from the time when the external user initiates the call.
When an external user obtains a service through an existing IVR system, the voice menus of the existing IVR system are in a fixed order, and therefore, the user often needs to wait for a long time to hear the service desired by the user. The interactive voice response system of the embodiment adjusts the sequence of the service guide information in the IVR voice menu according to the service selected by the external user for the last time or the service selected most frequently, so that the waiting time of the external user can be reduced, the occupied time of a communication line can be reduced, the efficiency can be improved, and the user experience can be improved.
In the broadcasting process of the updated IVR voice menu, if the external user clicks the corresponding key, in step S206, the key recording unit 107 records the key clicked by the external user and the time when the external user clicks the key, and the service access unit 108 accesses the service corresponding to the key for the external user according to the key. And (5) executing step S207 after the external user finishes calling, and ending the operation.
Example 2
Fig. 3 is a schematic structural diagram of an electronic device provided in this embodiment. The electronic device comprises a memory, a processor and a computer program stored on the memory and executable on the processor, which when executed by the processor implements the method of interactive voice response of embodiment 1. The electronic device 30 shown in fig. 3 is only an example, and should not bring any limitation to the functions and the scope of use of the embodiment of the present invention.
As shown in fig. 3, the electronic device 30 may be embodied in the form of a general purpose computing device, which may be, for example, a server device. The components of the electronic device 30 may include, but are not limited to: the at least one processor 31, the at least one memory 32, and a bus 33 connecting the various system components (including the memory 32 and the processor 31).
The bus 33 includes a data bus, an address bus, and a control bus.
The memory 32 may include volatile memory, such as Random Access Memory (RAM)321 and/or cache memory 322, and may further include Read Only Memory (ROM) 323.
The processor 31 executes various functional applications and data processing, such as the method of interactive voice response of embodiment 1 of the present invention, by executing the computer program stored in the memory 32.
The electronic device 30 may also communicate with one or more external devices 34 (e.g., keyboard, pointing device, etc.). Such communication may be through input/output (I/O) interfaces 35. Also, model-generating device 30 may also communicate with one or more networks (e.g., a Local Area Network (LAN), a Wide Area Network (WAN), and/or a public network, such as the Internet) via network adapter 36. As shown, network adapter 36 communicates with the other modules of model-generating device 30 via bus 33. It should be understood that although not shown in the figures, other hardware and/or software modules may be used in conjunction with the model-generating device 30, including but not limited to: microcode, device drivers, redundant processors, external disk drive arrays, RAID (disk array) systems, tape drives, and data backup storage systems, etc.
It should be noted that although in the above detailed description several units/modules or sub-units/modules of the electronic device are mentioned, such a division is merely exemplary and not mandatory. Indeed, the features and functionality of two or more of the units/modules described above may be embodied in one unit/module according to embodiments of the invention. Conversely, the features and functions of one unit/module described above may be further divided into embodiments by a plurality of units/modules.
Example 3
The present embodiment provides a computer-readable storage medium having stored thereon a computer program which, when executed by a processor, carries out the steps of the method of interactive voice response of embodiment 1.
More specific examples, among others, that the readable storage medium may employ may include, but are not limited to: a portable disk, a hard disk, random access memory, read only memory, erasable programmable read only memory, optical storage device, magnetic storage device, or any suitable combination of the foregoing.
In a possible implementation form, the invention can also be implemented in the form of a program product comprising program code for causing a terminal device to carry out the steps of the method of implementing the interactive voice response of embodiment 1, when said program product is run on the terminal device.
Where program code for carrying out the invention is written in any combination of one or more programming languages, the program code may be executed entirely on the user device, partly on the user device, as a stand-alone software package, partly on the user device and partly on a remote device or entirely on the remote device.
While specific embodiments of the invention have been described above, it will be appreciated by those skilled in the art that these are by way of example only, and that the scope of the invention is defined by the appended claims. Various changes and modifications to these embodiments may be made by those skilled in the art without departing from the spirit and scope of the invention, and these changes and modifications are within the scope of the invention.
Claims (10)
1. An interactive voice response method is characterized in that an IVR voice menu comprises callback guide information, the callback guide information is used for guiding an external user to gate a target extension, and the callback guide information comprises a template part and a part to be filled; the target extension set is an extension set which calls the external user once within a first preset time range;
the method comprises the following steps:
when the external user calls in, acquiring the number of the external user;
inquiring whether the target extension set exists according to the number of the external user, and if so, broadcasting the callback guide information to the external user;
after the dial-back guide information is broadcasted to the external user, judging whether the external user gates the target extension set within second preset time, if so, accessing the target extension set for the external user;
the IVR voice menu also comprises a plurality of pieces of service guide information, each piece of service guide information corresponds to one service respectively, and the service guide information is used for guiding the external user to select the corresponding service;
the step of querying whether the target extension exists according to the number of the external user further includes: if not, inquiring a target key according to the number of the external user, wherein the target key is a key which is clicked by the external user for selecting the service for the last time, or the target key is a key which is clicked by the external user for selecting the corresponding service for the maximum number of times within a third preset time range; and promoting the service guide information corresponding to the target key to a first order of the IVR voice menu to form an updated IVR voice menu, and then broadcasting the updated IVR voice menu to the external user.
2. The method of interactive voice response according to claim 1, wherein the target extension is the latest extension among extensions that have called the external user and are not connected in the first preset time range.
3. The method of interactive voice response according to claim 2,
the step of broadcasting the callback guide information to the external user includes:
and filling the information of the target extension into the part to be filled to form updated callback guide information, and then broadcasting the updated callback guide information to the external user.
4. The method of interactive voice response according to claim 1, further comprising the steps of:
and recording the key clicked by the external user and the time when the external user clicks the key, and accessing the service corresponding to the key for the external user according to the key.
5. An interactive voice response system is characterized in that an IVR voice menu comprises callback guide information, the callback guide information is used for guiding an external user to gate a target extension, and the callback guide information comprises a template part and a part to be filled; the target extension set is an extension set which calls the number of the external user once in a first preset time range;
the system comprises an external number acquisition unit, an extension inquiry unit, a voice broadcast unit and an extension access unit;
the external number obtaining unit is used for obtaining the number of the external user when the external user calls in;
the extension inquiry unit is used for inquiring whether the target extension exists according to the number of the external user, and if so, the voice broadcasting unit is used for broadcasting the callback guide information to the external user;
after the voice broadcasting unit broadcasts the callback guide information to the external user, the extension access unit is used for judging whether the external user gates the target extension within a second preset time, and if yes, the extension access unit is also used for accessing the target extension for the external user;
the IVR voice menu also comprises a plurality of pieces of service guide information, each piece of service guide information corresponds to one service respectively, and the service guide information is used for guiding the external user to select the corresponding service; the system also comprises a key inquiry unit and a menu updating unit;
if the result that whether the target extension exists is judged to be negative according to the number inquiry of the external user by the extension inquiry unit, the key inquiry unit is used for inquiring a target key according to the number of the external user, wherein the target key is a key which is clicked by the external user for selecting the service for the last time, or the target key is a key which is used by the external user for selecting the corresponding service within a third preset time range and has the largest number of times;
the menu updating unit is used for promoting the service guide information corresponding to the target key to a first order of the IVR voice menu to form an updated IVR voice menu;
the voice broadcasting unit is further used for broadcasting the updated IVR voice menu to the external user.
6. The interactive voice response system of claim 5, wherein the target extension is the latest extension among extensions that have called the external user and are not connected within a first preset time frame.
7. The interactive voice response system of claim 6, further comprising a menu update unit;
the menu updating unit is used for filling the information of the target extension into the part to be filled to form updated callback guide information, and the voice broadcasting unit is used for broadcasting the updated callback guide information to the external user.
8. The interactive voice response system of claim 5, further comprising a keystroke logging unit, a service access unit;
the key recording unit is used for recording the key clicked by the external user and the time when the external user clicks the key;
the service access unit is used for accessing the service corresponding to the key for the external user according to the key.
9. An electronic device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, characterized in that the processor implements the method of interactive voice response of any of claims 1-4 when executing the computer program.
10. A computer-readable storage medium, on which a computer program is stored which, when being executed by a processor, carries out the steps of the method of interactive voice response of any one of claims 1 to 4.
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