CN114070936A - Interactive voice response method, device and system - Google Patents
Interactive voice response method, device and system Download PDFInfo
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- CN114070936A CN114070936A CN202010760576.3A CN202010760576A CN114070936A CN 114070936 A CN114070936 A CN 114070936A CN 202010760576 A CN202010760576 A CN 202010760576A CN 114070936 A CN114070936 A CN 114070936A
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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 application discloses an interactive voice response method, device and system. The method comprises the following steps: analyzing according to the incoming call number to obtain the latest label of the client; querying a historical label set of a client; adding the latest label into the historical label set to update the historical label set; when the updated historical label set is a non-empty set, dynamically generating an interactive voice response flow by utilizing the information of each label in the updated historical label set and an existing navigation flow menu corresponding to each label; and carrying out interactive voice response with the incoming call client according to the flow. The device comprises a first analysis module, a query module, an update module, an interactive voice response flow generation module, an interactive module and a gray scale release module. The system comprises a network layer, a memory, a processor and a computer program stored in the memory and capable of being executed by the processor, wherein the processor executes the computer program to realize the method of the invention.
Description
Technical Field
The present application relates to the field of interactive voice response, and more particularly, to a technique for generating an Interactive Voice Response (IVR) procedure.
Background
Along with the development prestige finance is advocated vigorously in the china central bank, each financial institution responds the central bank number and calls out the increase of promotion dynamics to prestige finance, masses are more extensive to prestige finance's application, financial institution adopts the mode of internet to promote financial product vigorously, individual customer accessible hotline phone or use intelligent terminal equipment to realize the application of financial product demand online, financial institution uses IT automation to realize business consultation and handle to reduce financial institution's cost. However, financial institutions such as banks often do not provide accurate services for customers, and IVR self-service in 7 × 24 mode cannot form efficient business division for manual seats, so that customer experience is poor, the unit forming rate is reduced, and the labor cost is increased. Therefore, a new technology/method needs to be introduced to provide the most accurate service for the client through the IVR consultation or business handling process, ensure the free right of financial behaviors of individual clients, reduce the cost, and improve the client experience of financial products so as to improve the benefits of enterprise business management.
There are two common IVR procedures, the first one is shown in fig. 1:
calling by a client;
the voice receiving module of the IVR system prompts the client what kind of service needs to be handled;
the client briefly describes the service requirement of the client through a voice method according to the dialect prompt;
the IVR system voice receiving module transmits the received voice to the voice recognition module;
the voice recognition module recognizes the keywords according to the voice and matches functions possibly required by the user;
the voice recognition module transmits the recognition result and the incoming number of the user to the dynamic flow control module;
the dynamic flow control module inquires the dynamic flow inquired by the personal historical information base according to the incoming number and the matching result, performs priority sequencing and then transmits the dynamic flow to the voice calling module;
the voice calling module broadcasts the flow according to the priority order and forms interaction with the client;
and the IVR system completes service and stores information in a warehouse.
The key point of the IVR process is to analyze the guest situation by a voice recognition mode to form a dynamic IVR process menu, but the IVR process has the following defects
1. When the actual expression of the client is different from the real intention, the accuracy of the formed dynamic process is greatly influenced;
2. the dynamic generation of the IVR process is limited by the voice recognition module, which has extremely high requirement on the accuracy of the voice recognition module and increases the construction cost of the system;
3. when the IVR flow node changes, gray scale release cannot be achieved, an original voice recognition module cannot recognize new semanteme necessarily, further training is needed, and quick response cannot be formed according to a real-time business strategy. I.e., gray scale distribution cannot be achieved.
The second process is as follows:
a calling terminal (such as a mobile phone and a fixed telephone) initiates a call to trigger a service;
the IVR system judges whether the called number (namely the hot line number) is management access;
when the number is judged to be a non-management access number, the traditional interactive voice response menu processing (namely, bottom-of-pocket response IVR flow) is carried out; after the management access number is judged, calling a function menu dynamic configuration function processing module and broadcasting a first-level menu function module; and entering an IVR flow function module corresponding to the selected type according to the type selected by the calling terminal, and performing a service corresponding to the entered function module, wherein if a plurality of function modules are similar to the type, entering a secondary menu, and broadcasting the function of the secondary menu for the calling terminal to select.
Such as: the first-level menu is: business handling please press 1, business consulting please press 2; suppose that: the transaction class functions include: and (3) carrying out personal information modification handling, overdue repayment handling and advanced repayment handling, wherein the three types of handling belong to a second-level menu, after the calling terminal presses '1', the calling terminal broadcasts the personal information modification handling request to press 1, the overdue repayment handling request to press 2, the advanced repayment handling request to press 3, and the three types of handling are carried out in the same way if a three-level menu exists.
And by analogy, the calling terminal completes corresponding service function selection and service.
The technical point of the scheme is that menu items can be dynamically added, if a forced clearing transaction is added, the calling terminal broadcasts personal information to modify the transaction request according to 1 after selecting 1, amends the payment transaction request according to 2 after the overdue payment transaction request, transacts the payment transaction request according to 3 in advance and enforces the clearing transaction request according to 4.
This IVR procedure has the following disadvantages:
1. the IVR flow is not dynamically generated from the perspective of the passenger situation, and the redundancy of the IVR flow is not reduced; if the client does not have an overdue contract, the client should not have the option of processing the menu for overdue payment.
2. After the service adjustment, for example, when there is a new process or a change, the method does not support gray release (the gray release refers to a release method capable of smoothly transitioning between black and white, on which an a/B test can be performed, i.e., a part of users continue to use the product characteristic a, a part of users start to use the product characteristic B, and if the users do not have an objection to B, the range can be gradually expanded, and all users are moved to B).
Disclosure of Invention
It is an object of the present application to overcome the above problems or to at least partially solve or mitigate the above problems.
According to one aspect of the present application, there is provided an interactive voice response method, the method comprising:
analyzing according to the incoming call number to obtain the latest label of the client associated with the incoming call number;
querying the historical label set of the customer;
adding the latest tag into the historical tag set to update the historical tag set;
when the updated historical label set is a non-empty set, dynamically generating an interactive voice response flow by utilizing the label information in the updated historical label set and the existing navigation flow menu corresponding to each label;
and carrying out interactive voice response with the incoming call client according to the interactive voice response flow.
Optionally, before adding the latest tag to the historical tag set to update the historical tag set, the method further includes:
when the latest label of the client can not be obtained according to the incoming call number, guiding the client to enter an interactive voice response flow for verifying the identity;
and analyzing according to the identification number input by the client to obtain the latest label of the client.
Optionally, the method further comprises:
and when the updated historical label set is an empty set, guiding the client to enter a default interactive voice response process.
Optionally, the method further comprises:
when the client does not input information according to the requirement at a certain interactive voice response flow node or hangs up in the waiting process, the client is listed in a callback list.
Optionally, the method further comprises:
and forming a navigation flow menu by the generated interactive voice response flow, storing the navigation flow menu and issuing the navigation flow menu in a gray scale.
According to another aspect of the present application, there is also provided an interactive voice response apparatus, the apparatus comprising:
the system comprises a first analysis module, a second analysis module and a third analysis module, wherein the first analysis module is configured to analyze according to an incoming call number to obtain a latest label of a client related to the incoming call number;
a query module configured to query the historical labelsets of the customer;
an update module configured to add the latest tag to the historical set of tags to update the historical set of tags;
an interactive voice response flow generation module, configured to dynamically generate an interactive voice response flow by using each tag information in the updated history tag set and an existing navigation flow menu corresponding to each tag when the updated history tag set is a non-empty set;
the interactive module is configured to perform interactive voice response with the incoming call client according to the interactive voice response flow; and
and the gray release module is configured to form a navigation flow menu from the generated interactive voice response flow, store the navigation flow menu and release the gray.
Optionally, the apparatus further comprises:
an identity verification module configured to guide the client into an interactive voice response process for verifying identity when the latest tag of the client is not available according to the incoming call number; and
and the second analysis module is configured to analyze the latest label of the client according to the identification number input by the client.
Optionally, the apparatus further comprises:
a default flow guidance module configured to guide the client into a default interactive voice response flow when the updated historical tag set is an empty set.
Optionally, the apparatus further comprises:
and the callback module is configured to list the client in a callback list when the client does not input information according to requirements at a certain interactive voice response flow node or hangs up in the waiting process.
According to a third aspect of the present application, there is also provided an interactive voice response system comprising a network layer, a memory, a processor, and a computer program stored in the memory and executable by the processor, wherein,
the network layer is used for accessing a call request sent by a client to the computer program;
the processor, when executing the computer program, implements the method of any of claims 1-5.
According to the interactive voice response method, the interactive voice response device and the interactive voice response system, the IVR process is dynamically generated according to the client tag, so that the matching degree with the real requirement of the client is higher, the redundancy of the IVR process is reduced, the client experience is improved, the capability of manually sharing the operation is improved, the labor cost is reduced, the gray level issue of the IVR process can be realized, and the economic loss caused by the system function abnormity in the technology is reduced.
Further, the interactive voice response method, the interactive voice response device and the interactive voice response system can more accurately count the node access amount from the guest group, can dynamically adjust the service strategy according to the real-time service strategy, can automatically generate the callback list, and can accurately match the callback skill set/seat.
The above and other objects, advantages and features of the present application will become more apparent to those skilled in the art from the following detailed description of specific embodiments thereof, taken in conjunction with the accompanying drawings.
Drawings
Some specific embodiments of the present application will be described in detail hereinafter by way of illustration and not limitation with reference to the accompanying drawings. The same reference numbers in the drawings identify the same or similar elements or components. Those skilled in the art will appreciate that the drawings are not necessarily drawn to scale. In the drawings:
FIG. 1 is a flow chart of IVR of the background section;
FIG. 2 is a schematic block diagram of an interactive voice response method according to an embodiment of the present application;
FIG. 3 is a schematic flow chart diagram of a method of interactive voice response according to one embodiment of the present application;
FIG. 4 is a schematic structural diagram of an interactive voice response device according to an embodiment of the present application;
FIG. 5 is a schematic diagram of an interactive voice response system according to an embodiment of the present application;
FIG. 6 is a schematic functional block diagram of an interactive voice response system shown in FIG. 5;
FIG. 7 is a functional block diagram of an interactive voice response system shown in FIG. 5;
fig. 8 is a schematic structural diagram of a computer-readable storage medium according to an embodiment of the present application.
Detailed Description
FIG. 2 is a schematic block diagram of an interactive voice response method according to an embodiment of the present application, a schematic perspective view of which is shown in FIG. 3. The interactive voice response method generally comprises the following steps:
step S1, analyzing according to the incoming call number to obtain the latest label of the client associated with the incoming call number; the specific method comprises the following steps: querying a CRM system according to the incoming call number, wherein the CRM system stores label information maintained according to the mobile phone number of the client and the identity card, and can be understood as an information storage module;
step S2, when the latest label of the client can not be obtained according to the incoming call number, the client is guided to enter the interactive voice response flow for verifying the identity;
step S3, analyzing according to the ID card number input by the client to obtain the latest label of the client; the specific method comprises the following steps: inquiring a CRM system according to an identity card number input by a client, wherein the CRM system stores label information maintained according to a client mobile phone number and an identity card;
step S4, inquiring the historical label set of the client;
step S5, adding the latest label into the history label set to update the history label set;
step S6, when the updated history label set is empty, guiding the client to enter the default interactive voice response flow;
step S7, when the updated historical label set is a non-empty set, dynamically generating an interactive voice response flow by using each label information in the updated historical label set and the existing navigation flow menu corresponding to each label;
step S8, interactive voice response is carried out with the incoming call client according to the interactive voice response flow;
step S9, when the client does not input information according to the requirement in a certain interactive voice response flow node or hangs up in the waiting process, the client is listed in a callback list;
and step S10, forming a navigation flow menu by the generated interactive voice response flow, storing the navigation flow menu and issuing grayscale.
There is no strict time sequence limitation between steps S1 and S4, between steps S2 and S4, that is, the historical tag set may be queried first, the latest tag of the customer may be analyzed first, or both may be performed simultaneously; there is no strict timing restriction between step S8 and step S10, or between step S9 and step S10, and step S10 may be performed after step S8 or after step S9, or may be performed simultaneously with step S8 or step S9.
The complete flow of the interactive voice response method implemented by the embodiment of the invention is as follows:
A. a client dials a hotline number through equipment such as a mobile phone, a fixed telephone and the like;
B. the call request is carried by the PSTN network and reaches the IVR system through the PSTN gateway;
C. the IVR system analyzes the label of the client according to the incoming call number, wherein the label is the latest label; when any client label is not analyzed according to the incoming call number, guiding the client to enter a nuclear IVR flow (for example, prompting the client to input an identity card number), and further analyzing the client label through the identity card; meanwhile, querying the historical label of the client in a database;
D. combining the latest tag and the historical tag, dynamically generating an IVR flow, forming the IVR flow into a navigation flow menu, storing the navigation flow menu and issuing the navigation flow menu in a gray scale; if no label information is obtained according to the incoming call number and the identity card and no historical label exists, directly guiding the client to enter a default IVR flow (the default IVR flow can be understood as a non-label flow);
E. the client enters IVR flow voice navigation, and in the IVR, the client searches and selects a target service node through a key according to a navigation prompt;
F. if the customer needs manual service, a manual operator transfer seat request can be initiated through key selection according to an IVR voice navigation prompt, the manual operator transfer seat request carries customer label information and IVR flow twisting path information, so that the customer requirements and transfer nodes can be clearer by the seat to provide higher-quality service, after the customer initiates the manual operator transfer seat request, the customer waits for a period of time, and then the following two situations can occur: (a1) the manual seat starts to finish service handling/problem consultation and the like for the client, and finally the client hangs up and finishes service; (a2) the client actively hangs up in the waiting process; (b) if the customer does not initiate a switching manual request in the IVR and finishes handling the service in a self-service mode, the customer actively hangs up and finishes the conversation; (c) if the customer does not input information according to the requirement at a certain node for many times, the IVR process can actively hang up to finish the conversation. For (a2) and (c) in the above scenario, the system credits the customer to the callback list, assuming that the call was not answered for the customer this time by making a hotline call.
G. The system stores the client label information formed by the client in the call into a database.
The embodiment also provides an interactive voice response device, fig. 3 shows a schematic structural diagram of the interactive voice response device, and as shown in fig. 4, the interactive voice response device comprises:
a first analysis module 1 configured to perform analysis according to an incoming call number to obtain a latest tag of a client associated with the incoming call number;
an identity verification module 2 configured to guide the client into an interactive voice response process for verifying identity when the latest tag of the client is not available according to the incoming call number; and
the second analysis module 3 is configured to analyze the latest label of the client according to the identification number input by the client;
a query module 4 configured to query the historical set of tags of the customer;
an update module 5 configured to add the latest tag to the historical tag set to update the historical tag set;
a default flow guide module 6 configured to guide the client to enter a default interactive voice response flow when the updated historical tag set is an empty set;
an interactive voice response flow generation module 7, configured to dynamically generate an interactive voice response flow by using each tag information in the updated history tag set and an existing navigation flow menu corresponding to each tag when the updated history tag set is a non-empty set;
an interactive module 8 configured to perform an interactive voice response with the incoming call client according to the interactive voice response flow;
a callback module 9, configured to list the client in a callback list when the client does not input information as required at a certain interactive voice response flow node or hangs up during waiting; and
and the gray release module 10 is configured to form the generated interactive voice response flow into a navigation flow menu, store the navigation flow menu and release the navigation flow menu in a gray manner.
The interactive voice response apparatus of the embodiment of the present application can execute the steps of the interactive voice response process of the embodiment of the present application, and the principle thereof is not described herein again.
An interactive voice response system is further provided in the embodiments of the present application, fig. 5 is a schematic structural diagram of the interactive voice response system, as shown in fig. 5, the interactive voice response system includes a network layer, a memory, a processor, and a computer program stored in the memory and capable of being executed by the processor, where the network layer is used to access a call request issued by a client to the computer program; said computer program is stored in a space 1130 for program code in the memory 1120, which computer program, when being executed by the processor 1110, realizes the steps 1131 for performing any of the methods according to the invention.
The core layer and the data layer in fig. 6 provide a functional architecture block diagram of the background management of the interactive voice response system. As shown in fig. 6:
the core layer comprises 6 functional modules of tactical management, branch management, navigation management, label analysis and dynamic flow.
The management of dialect is divided into drainage class, handling class, inquiry class, reminding class and the like; the administrative list records the status of the dialog, the time of the new addition, the person of the new addition, the time of the last modification, the person of the last modification, etc., and records which navigation is using the dialog.
Branch stream management: the method comprises the steps of dividing into client star-level and dynamic shunting, and independently maintaining a shunting personalized strategy from a label dimension;
the client star level: recording grade names, newly-added time, newly-added persons, last modification time, last modified persons, priorities and states;
dynamic shunting: setting a frequent visitor mode and setting a skill set threshold, wherein the frequent visitor mode comprises the functions of starting and closing and setting the service seat threshold for nearly X times; the skill group threshold setting comprises the maximum queuing people number threshold setting and the waiting time threshold setting;
navigation management: the personalized navigation process of the label is maintained independently from the label dimension by dividing the personalized navigation process into an individual customer and a merchant customer; the method comprises a starting node, a flow node, a judging node and an artificial node (artificial is an ending node); the method comprises the steps that template coding maintenance of message notification is supported in nodes, an artificial node supports selection of personalized and general working time, and the artificial node supports selection of personalized waiting time (in seconds) and general waiting time;
and (3) label management: the method comprises the following steps of classifying into an account label, a channel label, a star label, a category label, an in-office label, other labels and the like; the method comprises the following steps that label names, priorities, newly added time, newly added persons, last modification time, last modified persons and the like need to be recorded in a background management list, wherein the priorities and the label names support maintenance, and the priority is smaller when the priority value is larger;
and (3) label analysis: generating a client label according to the incoming call number of the client, simultaneously inquiring a historical label of the client from a database, and then performing set operation on the latest client label and the historical label;
dynamic process: and dynamically generating an IVR flow chart by using the generated set label information and a navigation flow menu corresponding to the label.
The data layer comprises MySQL and Redis; MySQL is a database used to store configuration data and customer tag information data, such as dialogs, tags, navigation, and configuration information; redis is used to store hot data, mainly agent real-time status data and customer queuing data.
As shown in fig. 7, the interactive voice response system according to the embodiment of the present invention can be roughly divided into five modules, i.e., a configuration management module, an information storage module, a tag analysis module, a dynamic process module, and a key reception module, from the system function, where each module functions as follows:
the system administrator firstly sets the system through the configuration management module as follows:
1. words, operations such as: welcome words, menu dialogs, seat-to-seat waiting tones, etc., such as:
welcome: a conventional welcome, a holiday welcome and a welcome with a guide flow information;
menu dialect: XXX service request as 1, XXX service request as 2 … …;
waiting for the sound: a normal waiting tone with a waiting tone for the current seat condition (such as busy seat, current non-working time, etc.);
2. labeling: such as: accounting label, channel label, star label, category label, at the office label, other labels, etc., as:
an accounting label: overdue clients, non-overdue clients, etc.;
channel labeling: a channel a1 customer, a channel a2 customer, no channel, etc.;
star level labeling: iron horse, copper horse, silver horse, gold horse, star-free, etc.;
category label: merchant customers, individual customers, no category, etc.;
and (3) labeling: b1 service is in office, B2 service is in office, no office and the like;
other labels: blacklist customers, customer address book personnel, harassing calling customers, VIP customers, whether to pay attention to WeChat public numbers and the like;
and a first secondary label: small overdue, general overdue, large overdue, etc.;
and a second-level label II: less than 1 month after, 1-2 months after, 2 months or more after;
…。
the label is a key for realizing gray release, the process navigation is maintained according to the label, the label is directly used for marking the client, when the new process navigation needs to be conducted, the new process navigation is mounted to the appointed label, and then the specific client can use the process, namely, a part of users can continue to use the original process, and a part of users start to use the new process.
3. Navigation: navigation processes and associated hierarchies maintained with tag dimensions, such as:
a1 channel customer navigation process, level one;
a2 channel customer navigation process, level one;
overdue customer navigation flow, level two;
a non-overdue customer navigation process, level two;
b1 service is in the navigation process, level three;
b2 service is in the navigation process, level three;
a body-building navigation process;
a default navigation process;
…。
4. shunting: firstly, setting different star connection skill group seats by taking a client star label as a dimension; secondly, setting a frequent visitor mode; and thirdly, setting a skill group threshold, including setting a maximum queuing people number threshold and setting a waiting time threshold.
The system can be put into use after being correspondingly set. The customer calls the IVR hot line number through a mobile phone, a fixed telephone or other communication terminals, and the call request reaches the IVR system through the operator PSTN network and the gateway.
The label analysis module analyzes the customer label according to the incoming call number, and simultaneously queries the information storage module to obtain the label of the whole amount of the customer. The system guides the client to enter a core body navigation process if any label of the client is not analyzed and inquired in the above operation, the core body process guides the client to input the identity card, and after the client finishes the input of the identity card, the client label is further analyzed according to the identity card, the information storage module is inquired, and the label of the whole amount of the client is obtained. If any label of the client is not analyzed and inquired according to the identity card, the system guides the client to enter a default navigation process; once the system analyzes or inquires the label information according to the incoming call mobile phone or the identity card of the client, the label analysis module transmits the label information to the dynamic flow module;
and the dynamic flow module dynamically generates an IVR flow by using information such as a navigation flow and a dialect which are maintained by taking the tag information as a dimension according to the tag information.
The system guides the customer to enter the dynamically generated IVR flow, and the customer selects the corresponding service or transfers the manual seat through a key by the voice prompt preset in the IVR flow. If the customer initiates the manual seat transfer in the IVR, the system can carry out comprehensive evaluation according to the conditions of the label of the customer, whether the frequent customer module is started, the skill set threshold value and the like, and carries out optimal seat distribution for the customer.
The system has the characteristic of maintaining the navigation process by taking the label as a dimension, when a new navigation process is created, if a group of clients under a specific label are required to be used as early as possible for functions related to the newly created navigation process, the navigation process is associated to the specific label, namely, the client with the specific label (hereinafter referred to as label client) can enter the process for navigation after entering the line, and the client without the specific label (namely, non-label client) cannot use the process for navigation. If the label client has no objection to the process navigation, the client range can be gradually expanded, and the navigation process can be mounted on more labels. Therefore, the stability of the whole system can be ensured, and the problems can be found and adjusted in the initial gray scale so as to ensure the influence degree of the problems; and meanwhile, the system can respond to rapid service change in time.
The IVR flow dynamically generated by the system has the following characteristics:
1. the incoming call clients at different time points have different audiologies at the same node: if the welcome language is broadcast, the popular language is broadcast in most of time; broadcasting a special welcome language for the festivals and the holidays; XXX preference with welcome language to guide flow information.
2. Different label customer incoming line IVR flows are different: if overdue customers can pay quickly and pay by themselves, non-overdue customers can pay in advance and settle immediately; therefore, the IVR flow generated for the overdue customer label is ' quick repayment press 1 ', self-service repayment press 2 … '; the IVR flow generated for the "non-overdue customer" tag is "Advance Payment Please Press 1, immediate checkout Please Press 2 …".
3. For services triggered by different label clients, background logic processing modes are different: if a certain client label is 'concerned about WeChat public number', after the client transacts a certain service, the system informs the message platform through an interface calling mode, and the message platform informs the service transaction result to the client through short messages, WeChat public numbers and other forms; if a certain client label is 'no attention micro-information public number', the system informs the information platform, the information platform only needs to inform the client result in a short message form, and meanwhile, a prompt for inviting the client to pay attention to the micro-information public number is carried in the informing information.
4. Different label clients set different background wiring seats: if a certain customer label is a VIP customer, the wiring seat configured by the dynamically generated process is a VIP skill group; if a certain customer label is 'merchant customer', the wiring seat configured in the dynamically generated process is a merchant skill set; when the acquaintance mode function is started and a value of X for serving the seat for X times is set, the connection of the seat for serving the customer for the latest X times is preferentially distributed, and in the seats serving the customer for the latest X times, the closer the time for serving the customer for the latest time is to the current time, the higher the connection priority is. For example, a customer is labeled "frequent customer" and the system sets the value of X to 3, the last 3 calls made by the customer are one day, two days, and three days ago, the service seats are A, B, C, respectively, when the customer makes two calls, the connection priority of seat C is highest because the last time seat a served the customer is closest to the current time.
When a customer cannot successfully access an agent in the IVR for some reason (such as too many people queue and hang up of the customer during the queuing process), the customer is automatically added to a callback list, and the callback list contains information such as incoming call numbers, skill group names, IVR service nodes initiated by forwarding requests, customer labels and the like; the seat can only see the skill group and the un-connected client callback list directly distributed under the name of the seat on the front page (when the frequent customer mode is started, the client can be directly distributed under the name of the seat, but not the skill group to which the seat belongs); when a customer to be called back is not connected under the seat name, the switching request distributed by the dimension of the seat cannot be received, and the call back needs to be completed preferentially. The callback list generated by the skill set dimension is free of this limitation. When the client in the callback list automatically initiates secondary incoming call, the system automatically removes the client from the callback list.
The embodiment of the application also provides a computer readable storage medium. Referring to fig. 8, the computer readable storage medium comprises a storage unit for program code provided with a program 1131' for performing the steps of the method according to the invention, which program is executed by a processor.
The embodiment of the application also provides a computer program product containing instructions. Which, when run on a computer, causes the computer to carry out the steps of the method according to the invention.
In the above embodiments, the implementation may be wholly or partially realized by software, hardware, firmware, or any combination thereof. When implemented in software, may be implemented in whole or in part in the form of a computer program product. The computer program product includes one or more computer instructions. When loaded and executed by a computer, cause the computer to perform, in whole or in part, the procedures or functions described in accordance with the embodiments of the application. The computer may be a general purpose computer, a special purpose computer, a network of computers, or other programmable device. The computer instructions may be stored in a computer readable storage medium or transmitted from one computer readable storage medium to another, for example, from one website site, computer, server, or data center to another website site, computer, server, or data center via wired (e.g., coaxial cable, fiber optic, Digital Subscriber Line (DSL)) or wireless (e.g., infrared, wireless, microwave, etc.). The computer-readable storage medium can be any available medium that can be accessed by a computer or a data storage device, such as a server, a data center, etc., that incorporates one or more of the available media. The usable medium may be a magnetic medium (e.g., floppy Disk, hard Disk, magnetic tape), an optical medium (e.g., DVD), or a semiconductor medium (e.g., Solid State Disk (SSD)), among others.
Those of skill would further appreciate that the various illustrative components and algorithm steps described in connection with the embodiments disclosed herein may be implemented as electronic hardware, computer software, or combinations of both, and that the various illustrative components and steps have been described above generally in terms of their functionality in order to clearly illustrate this interchangeability of hardware and software. Whether such functionality is implemented as hardware or software depends upon the particular application and design constraints imposed on the implementation. Skilled artisans may implement the described functionality in varying ways for each particular application, but such implementation decisions should not be interpreted as causing a departure from the scope of the present application.
It will be understood by those skilled in the art that all or part of the steps in the method for implementing the above embodiments may be implemented by a program, and the program may be stored in a computer-readable storage medium, where the storage medium is a non-transitory medium, such as a random access memory, a read only memory, a flash memory, a hard disk, a solid state disk, a magnetic tape (magnetic tape), a floppy disk (floppy disk), an optical disk (optical disk), and any combination thereof.
The above description is only for the preferred embodiment of the present application, but the scope of the present application is not limited thereto, and any changes or substitutions that can be easily conceived by those skilled in the art within the technical scope of the present application should be covered within the scope of the present application. Therefore, the protection scope of the present application shall be subject to the protection scope of the claims.
Claims (10)
1. An interactive voice response method, comprising:
analyzing according to the incoming call number to obtain the latest label of the client associated with the incoming call number;
querying the historical label set of the customer;
adding the latest tag into the historical tag set to update the historical tag set;
when the updated historical label set is a non-empty set, dynamically generating an interactive voice response flow by utilizing the label information in the updated historical label set and the existing navigation flow menu corresponding to each label;
and carrying out interactive voice response with the incoming call client according to the interactive voice response flow.
2. The method of claim 1, further comprising, prior to adding the most recent tag to the historical labelset to update the historical labelset:
when the latest label of the client can not be obtained according to the incoming call number, guiding the client to enter an interactive voice response flow for verifying the identity;
and analyzing according to the identification number input by the client to obtain the latest label of the client.
3. The method of claim 1 or 2, further comprising:
and when the updated historical label set is an empty set, guiding the client to enter a default interactive voice response process.
4. The method according to any one of claims 1-3, further comprising:
when the client does not input information according to the requirement at a certain interactive voice response flow node or hangs up in the waiting process, the client is listed in a callback list.
5. The method according to any one of claims 1-4, further comprising:
and forming a navigation flow menu by the generated interactive voice response flow, storing the navigation flow menu and issuing the navigation flow menu in a gray scale.
6. An interactive voice response device comprising:
the system comprises a first analysis module, a second analysis module and a third analysis module, wherein the first analysis module is configured to analyze according to an incoming call number to obtain a latest label of a client related to the incoming call number;
a query module configured to query the historical labelsets of the customer;
an update module configured to add the latest tag to the historical set of tags to update the historical set of tags;
an interactive voice response flow generation module, configured to dynamically generate an interactive voice response flow by using each tag information in the updated history tag set and an existing navigation flow menu corresponding to each tag when the updated history tag set is a non-empty set;
the interactive module is configured to perform interactive voice response with the incoming call client according to the interactive voice response flow; and
and the gray release module is configured to form a navigation flow menu from the generated interactive voice response flow, store the navigation flow menu and release the gray.
7. The apparatus of claim 6, further comprising:
an identity verification module configured to guide the client into an interactive voice response process for verifying identity when the latest tag of the client is not available according to the incoming call number; and
and the second analysis module is configured to analyze the latest label of the client according to the identification number input by the client.
8. The apparatus of claim 6 or 7, further comprising:
a default flow guidance module configured to guide the client into a default interactive voice response flow when the updated historical tag set is an empty set.
9. The apparatus of any of claims 6-8, further comprising:
and the callback module is configured to list the client in a callback list when the client does not input information according to requirements at a certain interactive voice response flow node or hangs up in the waiting process.
10. An interactive voice response system comprising a network layer, a memory, a processor, and a computer program stored in the memory and executable by the processor, wherein,
the network layer is used for accessing a call request sent by a client to the computer program;
the processor, when executing the computer program, implements the method of any of claims 1-5.
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| CN202010760576.3A CN114070936A (en) | 2020-07-31 | 2020-07-31 | Interactive voice response method, device and system |
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Application publication date: 20220218 |