CN110830667A - Intelligent interactive voice response method and device - Google Patents
Intelligent interactive voice response method and device Download PDFInfo
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- CN110830667A CN110830667A CN201911128612.8A CN201911128612A CN110830667A CN 110830667 A CN110830667 A CN 110830667A CN 201911128612 A CN201911128612 A CN 201911128612A CN 110830667 A CN110830667 A CN 110830667A
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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
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/26—Speech to text systems
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
- G10L17/00—Speaker identification or verification
- G10L17/22—Interactive procedures; Man-machine interfaces
Abstract
The application discloses an intelligent interactive voice response method and device, which verify the identity information of a user by acquiring the incoming call of the user according to the voiceprint information of the user and the telephone number of the incoming call. And carrying out voice recognition on the voice information of the user to obtain a recognition result. And determining the service selection of the target user based on the identification result, wherein the target user is the user whose identity information passes the verification. And executing the service corresponding to the service selection according to the service selection. And sending the execution result of the service to the target user. Therefore, in the telephone service handling process, interaction with the user is carried out through voice in the whole process, the user does not need to carry out key operation, the waiting time of menu prompt tones is shortened, and the use experience of the user and the service handling efficiency are effectively improved. In addition, the identity information of the user is verified based on the voiceprint information of the user and the telephone number of the incoming call, so that the risk of the user in the process of manually inputting the password can be reduced, and the safety of handling the full-voice telephone service is improved.
Description
Technical Field
The present application relates to the field of communications technologies, and in particular, to an intelligent interactive voice response method and apparatus.
Background
With the rapid development of informatization, people prefer to handle business in a telephone communication mode compared with the business handling on a bank counter. Because there are many users handling business through telephone communication, the handling efficiency of manual one-to-one service obviously cannot cope with the whole business requirement. Therefore, the call center of the bank needs to add self-service to assist the user to handle the business independently.
Currently, Interactive Voice Response (IVR) technology is a commonly used technical means in current communication self-service applications, and most call centers adopt IVR technology to answer a Voice call of a user. Based on the IVR voice platform, the user can communicate with the service center by using the telephone and perform service selection operation according to the voice operation prompt, and in addition, the service center plays corresponding voice information or executes corresponding service according to the service selection operation of the user.
However, as business logic continues to expand, the complexity of the business logic and menus of IVR voice platforms continues to increase. Therefore, when a user transacts part of services, the user needs to press keys for many times, and the time for waiting for the menu prompt tone is obviously prolonged, so that the use experience of the user and the efficiency of service transaction are obviously reduced.
Disclosure of Invention
The application provides an intelligent interactive voice response method and device, and aims to solve the problems that in the existing IVR technology, user experience is poor, and the efficiency of a user handling business by using an IVR is low.
In order to achieve the above object, the present application provides the following technical solutions:
an intelligent interactive voice response method, comprising:
acquiring an incoming call of a user;
verifying the identity information of the user according to the voiceprint information of the user and the telephone number of the incoming call;
carrying out voice recognition on the voice information of the user to obtain a recognition result;
determining the service selection of a target user based on the identification result, wherein the target user is a user whose identity information passes verification;
executing the service corresponding to the service selection according to the service selection;
and sending the execution result of the service to the target user.
Optionally, the verifying the identity information of the user according to the voiceprint information of the user and the telephone number of the incoming call includes:
carrying out voiceprint recognition on the voice of the user to obtain voiceprint information;
judging whether the voiceprint information is stored in a database, wherein the database is used for storing voiceprint information, telephone numbers and identity information of authorized users, and the authorized users are users who sign a contract with a bank in advance;
if the voiceprint information is stored in the database, the user is an authorized user of the bank;
judging whether the telephone number of the incoming call is a telephone number which is signed by the authority user with the bank in advance based on the corresponding relation between the voiceprint information and the telephone number of the authority user in the database;
and if the telephone number of the incoming call is the telephone number which the authorized user signs a contract with the bank in advance, the identity information of the user passes the verification.
Optionally, after determining whether the phone number of the incoming call is a phone number that the authorized user has signed a contract with the bank in advance, the method further includes:
if the telephone number of the incoming call is not the telephone number which the authorized user signs a contract with the bank in advance, sending preset voice inquiry information to the user, and receiving voice answer information input by the user based on the preset voice inquiry information;
carrying out voice recognition on the voice answer information to obtain an inquiry result;
comparing the inquiry result with the verification information prestored in the database;
and if the inquiry result is consistent with the verification information, the identity information of the user passes the verification.
Optionally, the determining the service selection of the target user based on the identification result includes:
under the condition that transfer service interaction with the target user is determined based on the identification result, card number inquiry information is sent to the target user, and the card number inquiry information is used for inquiring a bank card number of the target user;
judging whether card number information input by the target user voice is received within preset time;
under the condition that the card number information input by the target user through voice is not received within the preset time, prompting the number information of the card number through voice, wherein the number information of the card number is used for indicating N-digit numbers behind any one bank card number in all bank cards applied by the target user, and N is a positive integer;
and receiving card number information fed back by the target user based on the card number digital information, and determining the transfer service of the target user according to the card number information.
Optionally, the sending the execution result of the service to the target user includes:
generating fax prompt information based on the execution result of the service, and sending the fax prompt information to the target user in a fax communication mode;
and/or the presence of a gas in the gas,
generating the short message prompt information based on the execution result of the service, and sending the short message prompt information to the target user in a short message communication mode;
and/or the presence of a gas in the gas,
generating the mail prompt information based on the execution result of the service, and sending the mail prompt information to the target user in a mail communication mode;
and/or the presence of a gas in the gas,
and generating voice prompt information based on the execution result of the service, and sending the voice prompt information to the target user through a telephone.
An intelligent interactive voice response device comprising:
the system comprises an acquisition unit, a processing unit and a processing unit, wherein the acquisition unit is used for acquiring the incoming call of a user;
the verification unit is used for verifying the identity information of the user according to the voiceprint information of the user and the telephone number of the incoming call;
the recognition unit is used for carrying out voice recognition on the voice information of the user to obtain a recognition result;
a determining unit, configured to determine, based on the identification result, a service selection of a target user, where the target user is a user whose identity information passes verification;
the execution unit is used for executing the service corresponding to the service selection according to the service selection;
and the sending unit is used for sending the execution result of the service to the target user.
Optionally, the verification unit is specifically configured to:
carrying out voiceprint recognition on the voice of the user to obtain voiceprint information; judging whether the voiceprint information is stored in a database, wherein the database is used for storing voiceprint information, telephone numbers and identity information of authorized users, and the authorized users are users who sign a contract with a bank in advance; if the voiceprint information is stored in the database, the user is an authorized user of the bank; judging whether the telephone number of the incoming call is a telephone number which is signed by the authority user with the bank in advance based on the corresponding relation between the voiceprint information and the telephone number of the authority user in the database; and if the telephone number of the incoming call is the telephone number which the authorized user signs a contract with the bank in advance, the identity information of the user passes the verification.
Optionally, the verification unit is specifically configured to:
if the telephone number of the incoming call is not the telephone number which the authorized user signs a contract with the bank in advance, sending preset voice inquiry information to the user, and receiving voice answer information input by the user based on the preset voice inquiry information; carrying out voice recognition on the voice answer information to obtain an inquiry result; comparing the inquiry result with the verification information prestored in the database; and if the inquiry result is consistent with the verification information, the identity information of the user passes the verification.
A storage medium comprising a stored program, wherein the program executes the intelligent interactive voice response method described above.
An apparatus, comprising: a processor, a memory, and a bus; the processor and the memory are connected through the bus;
the memory is used for storing programs, and the processor is used for running the programs, wherein the programs execute the intelligent interactive voice response method during running.
According to the intelligent interactive voice response method and device, the identity information of the user is verified by acquiring the incoming call of the user according to the voiceprint information of the user and the telephone number of the incoming call. And carrying out voice recognition on the voice information of the user to obtain a recognition result. And determining the service selection of the target user based on the identification result, wherein the target user is the user whose identity information passes the verification. And executing the service corresponding to the service selection according to the service selection. And sending the execution result of the service to the target user. Therefore, in the telephone service handling process, interaction with the user is carried out through voice in the whole process, the user does not need to carry out key operation, the waiting time of menu prompt tones is shortened, and the use experience of the user and the service handling efficiency are effectively improved. In addition, the identity information of the user is verified based on the voiceprint information of the user and the telephone number of the incoming call, so that the risk of the user in the process of manually inputting the password can be reduced, and the safety of handling the full-voice telephone service is improved.
Drawings
In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, it is obvious that the drawings in the following description are only some embodiments of the present application, and for those skilled in the art, other drawings can be obtained according to the drawings without creative efforts.
Fig. 1 is a schematic diagram of an intelligent interactive voice response method according to an embodiment of the present application;
fig. 2 is a schematic diagram of a specific implementation manner of verifying identity information of a user according to an embodiment of the present application;
fig. 3 is a schematic diagram of another specific implementation manner of verifying identity information of a user according to an embodiment of the present application;
FIG. 4 is a schematic diagram of another intelligent interactive voice response method provided by an embodiment of the present application;
fig. 5 is a schematic structural diagram of an intelligent interactive voice response apparatus according to an embodiment of the present application.
Detailed Description
The technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only a part of the embodiments of the present application, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.
As known from the background art, the existing interactive voice response technology has a large amount of service logic and a complex menu, when a user transacts services, the times of pressing keys are too frequent, the waiting time is too long, and the use experience of the user and the efficiency of service transaction are greatly reduced. Therefore, in order to reduce the number of times of pressing keys and the waiting time of the user, the embodiment of the application provides an intelligent interactive voice response method, which is used for improving the use experience of the user and the efficiency of service handling.
As shown in fig. 1, a schematic diagram of an intelligent interactive voice response method provided in an embodiment of the present application includes the following steps:
s101: and acquiring the incoming call of the user.
The method comprises the steps of receiving voice information input by a user and sending preset voice information to the user. The specific content of the preset voice message can be set by the technical staff according to the actual situation, such as "good you ask what business you want to transact", and the like.
It should be noted that the process of receiving the voice information input by the user and sending the preset voice information to the user is common knowledge (for example, the existing IVR voice technology) familiar to those skilled in the art, and is not described herein again.
S102: and verifying the identity information of the user according to the voiceprint information of the user and the telephone number of the incoming call.
After the bank signs a contract with the user, the user becomes a right user of the bank, has the right of telephone business transaction with the bank, and the identity information, the voiceprint information and the telephone number of the user recorded in the protocol are stored in the database. After receiving an incoming call of a user, verifying identity information of the user according to voiceprint information of the user and a telephone number of the incoming call, verifying whether the user is a real person of an authorized user of a bank, and further verifying whether the user has the authority of transacting telephone business with the bank. If the identity information of the user is not verified, the user is prompted to go to a bank counter to handle relevant procedures and/or contract a contract.
In addition, if the identity information of the user passes the verification, the preset first voice message is sent to the user to inquire about the service required to be handled by the user, and the specific content of the preset first voice message can be set by a technician according to the actual situation, for example, "ask what service you want to handle" and the like. And if the identity information of the user is not verified, sending preset second voice information to the user to prompt that the user does not have the authority of telephone service handling at present and needs to handle related procedures and signing protocols at a bank counter. Of course, the specific content of the preset second voice message may be set by the technician according to actual situations, for example, "you are good, you do not currently have the right to transact the telephone service, please go to the bank counter to transact related procedures", and the like.
It should be noted that, according to the voiceprint information of the user and the telephone number of the incoming call, a specific implementation manner of verifying the identity information of the user can be referred to the following explanation shown in fig. 2 and fig. 3, and fig. 2 and fig. 3 respectively.
S103: and carrying out voice recognition on the voice information of the user to obtain a recognition result.
The process of performing speech recognition on the speech information to obtain a recognition result is a conventional technical means for those skilled in the art, and is not described herein again.
S104: and determining the service selection of the target user based on the identification result.
The target user is a user whose identity information passes verification. Service options include, but are not limited to: and carrying out personal association transfer, password modification, account balance inquiry and other services.
S105: and executing the service corresponding to the service selection according to the service selection.
The process of executing the service corresponding to the service selection is common knowledge familiar to those skilled in the art, and is not described herein again.
S106: and sending the execution result of the service to the target user.
The manner of sending the execution result of the service to the target user can be set by technical personnel according to actual conditions.
Optionally, based on the execution result of the service, a fax prompt message is generated, and the fax prompt message is sent to the target user in a fax communication mode.
And generating short message prompt information based on the execution result of the service, and sending the short message prompt information to a target user in a short message communication mode.
And generating mail prompt information based on the execution result of the service, and sending the mail prompt information to the target user in a mail communication mode.
And generating voice prompt information based on the execution result of the service, and sending the voice prompt information to the target user through the telephone.
In the embodiment of the application, the identity information of the user is verified by acquiring the incoming call of the user according to the voiceprint information of the user and the telephone number of the incoming call. And carrying out voice recognition on the voice information of the user to obtain a recognition result. And determining the service selection of the target user based on the identification result. And executing the service corresponding to the service selection according to the service selection. And sending the execution result of the service to the target user. Therefore, in the telephone service handling process, interaction with the user is carried out through voice in the whole process, the user does not need to carry out key operation, the waiting time of menu prompt tones is shortened, and the use experience of the user and the service handling efficiency are effectively improved. In addition, the identity information of the user is verified based on the voiceprint information of the user and the telephone number of the incoming call, so that the risk of the user in the process of manually inputting the password can be reduced, and the safety of handling the full-voice telephone service is improved.
Optionally, as shown in fig. 2, a schematic diagram of a specific implementation manner of verifying identity information of a user provided in an embodiment of the present application includes the following steps:
s201: and carrying out voiceprint recognition on the voice of the user to obtain voiceprint information.
The process of performing voiceprint recognition on a sound to obtain voiceprint information is a conventional technical means for those skilled in the art, and is not described herein again.
S202: and judging whether the voiceprint information is stored in the database.
The database is used for storing voiceprint information, telephone numbers and identity information of authorized users, and the authorized users are users who sign a contract with a bank in advance. If the voiceprint information is stored in the database, S203 is executed, otherwise S206 is executed.
S203: and determining that the user is an authorized user of the bank.
The user is an authorized user of the bank, and the user can conduct telephone service handling.
S204: and judging whether the incoming call telephone number is a telephone number which is signed by the authority user with the bank in advance or not based on the corresponding relation between the voiceprint information of the authority user and the telephone number in the database.
If the phone number of the incoming call is a phone number which is signed by the authorized user with the bank in advance, S205 is executed, otherwise, S206 is executed.
S205: and determining that the identity information of the user is verified.
S206: and determining that the identity information of the user is not verified.
In the embodiment of the application, the voiceprint information is obtained by carrying out voiceprint recognition on the voice of the user. And judging whether the voiceprint information is stored in the database, if so, determining that the user is an authorized user of the bank. And judging whether the incoming call telephone number is a telephone number which is signed by the authority user with the bank in advance or not based on the corresponding relation between the voiceprint information of the authority user and the telephone number in the database. And if the telephone number of the incoming call is the telephone number which is signed by the authorized user with the bank in advance, the identity information of the user passes the verification. Therefore, before the telephone service is transacted, the identity information of the user is verified based on the voiceprint information of the user and the telephone number of the incoming call, so that the safety of the full-voice telephone service transaction process is improved.
Optionally, as shown in fig. 3, a schematic diagram of another specific implementation manner for verifying the identity information of the user provided in the embodiment of the present application includes the following steps:
s301: and carrying out voiceprint recognition on the voice of the user to obtain voiceprint information.
S302: and judging whether the voiceprint information is stored in the database.
If the voiceprint information is stored in the database, executing S303, otherwise executing S309.
S303: and determining that the user is an authorized user of the bank.
S304: and judging whether the incoming call telephone number is a telephone number which is signed by the authority user with the bank in advance or not based on the corresponding relation between the voiceprint information of the authority user and the telephone number in the database.
If the phone number of the incoming call is a phone number which the authorized user has signed a contract with the bank in advance, S305 is executed, otherwise, S306 is executed.
S305: and determining that the identity information of the user is verified.
S306: and sending preset voice inquiry information to the user, and receiving voice response information input by the user based on the preset voice inquiry information.
The specific content of the preset voice query information can be set by a technician according to actual situations, for example, "ask where your mouth is located", and the like. It should be noted that, the query content mentioned in the preset voice query information and the answer corresponding to the query content are pre-marked on the agreement that the user signs a contract with the bank.
S307: and carrying out voice recognition on the voice answer information to obtain an inquiry result.
S308: and comparing the inquiry result with the verification information prestored in the database.
The verification information pre-stored in the database specifically refers to: the answer corresponding to the inquiry content mentioned in the preset voice inquiry information is marked in advance on the agreement signed by the user and the bank. If the query result is consistent with the verification information pre-stored in the database, S305 is executed, otherwise S309 is executed.
S309: and determining that the identity information of the user is not verified.
In the embodiment of the application, after judging whether the telephone number of the incoming call is the telephone number which is signed by the authorized user with the bank in advance, if the telephone number of the incoming call is not the telephone number which is signed by the authorized user with the bank in advance, sending preset voice inquiry information to the user, and receiving voice answer information input by the user based on the preset voice inquiry information. And performing voice recognition on the voice answer information to obtain an inquiry result. And comparing the inquiry result with the verification information prestored in the database, and if the inquiry result is consistent with the verification information, the identity information of the user passes the verification. By sending the preset language inquiry information to the user, the user is inquired about the relevant authentication problem, the authentication of the user identity information is assisted, and the safety of the full voice telephone service handling process is improved.
Optionally, as shown in fig. 4, a schematic diagram of another intelligent interactive voice response method provided in the embodiment of the present application includes the following steps:
s401: and acquiring the incoming call of the user.
The specific implementation process and implementation principle of S401 are consistent with the specific implementation process and implementation principle of S101 shown in fig. 1, and are not described herein again.
S402: and verifying the identity information of the user according to the voiceprint information of the user and the telephone number of the incoming call.
The specific implementation process and implementation principle of S402 are consistent with the specific implementation process and implementation principle of S102 shown in fig. 1, and are not described herein again.
S403: and carrying out voice recognition on the voice information of the user to obtain a recognition result.
S404: and sending card number inquiry information to the target user under the condition of determining the transfer service interaction with the target user based on the identification result.
The card number inquiry information is used for inquiring the bank card number of the target user.
S405: and judging whether card number information input by the voice of the target user is received within preset time.
If the card number information input by the user voice is not received within the preset time, S406 is executed, otherwise, S408 is executed. It should be noted that the specific content of the card number information input by the target user through voice is not all the complete card number of the bank card, and may be the last digits of the bank card, for example, the last four digits of the bank card.
S406: and prompting the number information of the card number by voice.
The card number digital information is used for indicating N-digit numbers after the card number of any one bank card in all bank cards applied by a target user, and N is a positive integer. The specific voice prompt mode can be set by a technician according to actual conditions, for example, the card number of the first bank card is "1111" and the card number of the second bank card is "2222" through voice prompt according to the sequence of the bank card application time under the name of the target user from first to last.
S407: and receiving card number information fed back by the target user based on the card number digital information, and determining the transfer service of the target user according to the card number information.
Wherein the card number information is used for indicating the collection card number and the payment card number.
S408: and executing the transfer service.
S409: and sending the execution result of the transfer service to the target user.
In the embodiment of the application, under the condition that the transfer service interaction with the target user is determined based on the identification result, card number inquiry information is sent to the target user, and the card number inquiry information is used for inquiring the bank card number of the target user. And judging whether card number information input by the voice of the target user is received within preset time. And under the condition that the card number information input by the target user through voice is not received within the preset time, prompting the number information of the card number through voice, wherein the number information of the card number is used for indicating N digits after the card number of any one bank card in all the bank cards applied by the target user. And receiving card number information fed back by the target user based on the card number digital information, and determining the transfer service of the target user according to the card number information. Therefore, for the transfer service, under the condition that the user forgets the bank card number, the related information of the bank card number of the user can be effectively prompted, the user is assisted to complete the transaction of the transfer service, and the use experience of the user is improved.
Corresponding to the foregoing intelligent interactive voice response method provided in the embodiment of the present application, an embodiment of the present application further provides an intelligent interactive voice response apparatus, as shown in fig. 5, including:
the acquiring unit 100 is used for acquiring an incoming call of a user.
The verification unit 200 is configured to verify the identity information of the user according to the voiceprint information of the user and the telephone number of the incoming call.
The verification unit 200 is specifically configured to perform voiceprint recognition on a voice of a user to obtain voiceprint information. And judging whether the voiceprint information is stored in a database, wherein the database is used for storing the voiceprint information, the telephone number and the identity information of the authorized user, and the authorized user is a user who signs a contract with a bank in advance. And if the voiceprint information is stored in the database, the user is an authorized user of the bank. And judging whether the incoming call telephone number is a telephone number which is signed by the authority user with the bank in advance or not based on the corresponding relation between the voiceprint information of the authority user and the telephone number in the database. And if the telephone number of the incoming call is the telephone number which is signed by the authorized user with the bank in advance, the identity information of the user passes the verification.
The verification unit 200 is specifically configured to, if the telephone number of the incoming call is not a telephone number that an authorized user signs a contract with a bank in advance, send preset voice query information to the user, and receive voice answer information input by the user based on the preset voice query information. And carrying out voice recognition on the voice answer information to obtain an inquiry result. And comparing the inquiry result with the verification information prestored in the database. And if the inquiry result is consistent with the verification information, the identity information of the user passes the verification.
The recognition unit 300 is configured to perform voice recognition on the voice information to obtain a recognition result.
A determining unit 400, configured to determine, based on the identification result, a service option of a target user, where the target user is a user whose identity information passes authentication.
An executing unit 500, configured to execute a service corresponding to the service selection according to the service selection.
A sending unit 600, configured to send the execution result of the service to the target user.
The sending unit 600 is specifically configured to generate fax prompt information based on a service execution result, and send the fax prompt information to a target user in a fax communication manner, and/or generate short message prompt information based on the service execution result, and send the short message prompt information to the target user in a short message communication manner, and/or generate mail prompt information based on the service execution result, and send the mail prompt information to the target user in a mail communication manner, and/or generate voice prompt information based on the service execution result, and send the voice prompt information to the target user by telephone.
And the prompting unit 700 is used for sending card number inquiry information to the target user under the condition that the transfer service interaction with the target user is determined based on the identification result, wherein the card number inquiry information is used for inquiring the bank card number of the target user. And judging whether card number information input by the voice of the target user is received within preset time. And under the condition that the card number information input by the target user through voice is not received within the preset time, prompting the number information of the card number through voice, wherein the number information of the card number is used for indicating N-digit number after the card number of any one bank card in all the bank cards applied by the target user is input, and N is a positive integer. And receiving card number information fed back by the target user based on the card number digital information, and determining the transfer service of the target user according to the card number information.
In the embodiment of the application, the identity information of the user is verified by acquiring the incoming call of the user according to the voiceprint information of the user and the telephone number of the incoming call. And carrying out voice recognition on the voice information of the user to obtain a recognition result. And determining the service selection of the target user based on the identification result. And executing the service corresponding to the service selection according to the service selection. And sending the execution result of the service to the target user. Therefore, in the telephone service handling process, interaction with the user is carried out through voice in the whole process, the user does not need to carry out key operation, the waiting time of menu prompt tones is shortened, and the use experience of the user and the service handling efficiency are effectively improved. In addition, the identity information of the user is verified based on the voiceprint information of the user and the telephone number of the incoming call, so that the risk of the user in the process of manually inputting the password can be reduced, and the safety of handling the full-voice telephone service is improved.
An embodiment of the present application provides a storage medium, on which a program is stored, which when executed by a processor implements the intelligent interactive voice response method.
The embodiment of the application provides a processor, wherein the processor is used for running a program, and the intelligent interactive voice response method is executed when the program runs.
The functions described in the method of the embodiment of the present application, if implemented in the form of software functional units and sold or used as independent products, may be stored in a storage medium readable by a computing device. Based on such understanding, part of the contribution to the prior art of the embodiments of the present application or part of the technical solution may be embodied in the form of a software product stored in a storage medium and including several instructions for causing a computing device (which may be a personal computer, a server, a mobile computing device or a network device) to execute all or part of the steps of the method described in the embodiments of the present application. And the aforementioned storage medium includes: a U-disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk or an optical disk, and other various media capable of storing program codes.
The embodiments are described in a progressive manner, each embodiment focuses on differences from other embodiments, and the same or similar parts among the embodiments are referred to each other.
The previous description of the disclosed embodiments is provided to enable any person skilled in the art to make or use the present application. Various modifications to these embodiments will be readily apparent to those skilled in the art, and the generic principles defined herein may be applied to other embodiments without departing from the spirit or scope of the application. Thus, the present application is not intended to be limited to the embodiments shown herein but is to be accorded the widest scope consistent with the principles and novel features disclosed herein.
Claims (10)
1. An intelligent interactive voice response method, comprising:
acquiring an incoming call of a user;
verifying the identity information of the user according to the voiceprint information of the user and the telephone number of the incoming call;
carrying out voice recognition on the voice information of the user to obtain a recognition result;
determining the service selection of a target user based on the identification result, wherein the target user is a user whose identity information passes verification;
executing the service corresponding to the service selection according to the service selection;
and sending the execution result of the service to the target user.
2. The method of claim 1, wherein verifying the identity information of the user based on the voiceprint information of the user and the phone number of the incoming call comprises:
carrying out voiceprint recognition on the voice of the user to obtain voiceprint information;
judging whether the voiceprint information is stored in a database, wherein the database is used for storing voiceprint information, telephone numbers and identity information of authorized users, and the authorized users are users who sign a contract with a bank in advance;
if the voiceprint information is stored in the database, the user is an authorized user of the bank;
judging whether the telephone number of the incoming call is a telephone number which is signed by the authority user with the bank in advance based on the corresponding relation between the voiceprint information and the telephone number of the authority user in the database;
and if the telephone number of the incoming call is the telephone number which the authorized user signs a contract with the bank in advance, the identity information of the user passes the verification.
3. The method according to claim 2, after determining whether the phone number of the incoming call is a phone number that the authorized user has signed a contract with the bank in advance, further comprising:
if the telephone number of the incoming call is not the telephone number which the authorized user signs a contract with the bank in advance, sending preset voice inquiry information to the user, and receiving voice answer information input by the user based on the preset voice inquiry information;
carrying out voice recognition on the voice answer information to obtain an inquiry result;
comparing the inquiry result with the verification information prestored in the database;
and if the inquiry result is consistent with the verification information, the identity information of the user passes the verification.
4. The method of claim 1, wherein the determining the service selection of the target user based on the identification result comprises:
under the condition that transfer service interaction with the target user is determined based on the identification result, card number inquiry information is sent to the target user, and the card number inquiry information is used for inquiring a bank card number of the target user;
judging whether card number information input by the target user voice is received within preset time;
under the condition that the card number information input by the target user through voice is not received within the preset time, prompting the number information of the card number through voice, wherein the number information of the card number is used for indicating N-digit numbers behind any one bank card number in all bank cards applied by the target user, and N is a positive integer;
and receiving card number information fed back by the target user based on the card number digital information, and determining the transfer service of the target user according to the card number information.
5. The method of claim 1, wherein the sending the execution result of the service to the target user comprises:
generating fax prompt information based on the execution result of the service, and sending the fax prompt information to the target user in a fax communication mode;
and/or the presence of a gas in the gas,
generating the short message prompt information based on the execution result of the service, and sending the short message prompt information to the target user in a short message communication mode;
and/or the presence of a gas in the gas,
generating the mail prompt information based on the execution result of the service, and sending the mail prompt information to the target user in a mail communication mode;
and/or the presence of a gas in the gas,
and generating voice prompt information based on the execution result of the service, and sending the voice prompt information to the target user through a telephone.
6. An intelligent interactive voice response device, comprising:
the system comprises an acquisition unit, a processing unit and a processing unit, wherein the acquisition unit is used for acquiring the incoming call of a user;
the verification unit is used for verifying the identity information of the user according to the voiceprint information of the user and the telephone number of the incoming call;
the recognition unit is used for carrying out voice recognition on the voice information of the user to obtain a recognition result;
a determining unit, configured to determine, based on the identification result, a service selection of a target user, where the target user is a user whose identity information passes verification;
the execution unit is used for executing the service corresponding to the service selection according to the service selection;
and the sending unit is used for sending the execution result of the service to the target user.
7. The apparatus according to claim 6, wherein the verification unit is specifically configured to:
carrying out voiceprint recognition on the voice of the user to obtain voiceprint information; judging whether the voiceprint information is stored in a database, wherein the database is used for storing voiceprint information, telephone numbers and identity information of authorized users, and the authorized users are users who sign a contract with a bank in advance; if the voiceprint information is stored in the database, the user is an authorized user of the bank; judging whether the telephone number of the incoming call is a telephone number which is signed by the authority user with the bank in advance based on the corresponding relation between the voiceprint information and the telephone number of the authority user in the database; and if the telephone number of the incoming call is the telephone number which the authorized user signs a contract with the bank in advance, the identity information of the user passes the verification.
8. The apparatus according to claim 7, wherein the verification unit is specifically configured to:
if the telephone number of the incoming call is not the telephone number which the authorized user signs a contract with the bank in advance, sending preset voice inquiry information to the user, and receiving voice answer information input by the user based on the preset voice inquiry information; carrying out voice recognition on the voice answer information to obtain an inquiry result; comparing the inquiry result with the verification information prestored in the database; and if the inquiry result is consistent with the verification information, the identity information of the user passes the verification.
9. A storage medium comprising a stored program, wherein the program performs the intelligent interactive voice response method of any one of claims 1 to 5.
10. An apparatus, comprising: a processor, a memory, and a bus; the processor and the memory are connected through the bus;
the memory is used for storing a program, and the processor is used for running the program, wherein the program is used for executing the intelligent interactive voice response method according to any one of claims 1-5.
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