JP4382682B2 - Automatic voice response device - Google Patents

Description

  The present invention relates to an automatic voice response device that performs automatic voice response in a call center or the like.

  In recent years, automatic voice response devices called IVR (Interactive Voice Response) have been used in call centers and the like. The IVR automatically responds to a call from a customer or the like with a voice or the like prepared in advance. By using the IVR, the labor cost of the operator can be reduced, and a 24-hour reception can be realized at a low cost.

  By the way, in the conventional IVR, the same voice guidance (voice message) is played regardless of who listens. Specifically, the voice guidance was spoken at a slower speed using standard words in order to be for everyone.

  However, there are some users who can hear the voice guidance in the standard language as mechanical voice and cannot feel familiar with the voice guidance. Such users tend to avoid IVR and prefer a method of connecting directly to the operator. If the number of such users is large, the effect of introducing IVR cannot be sufficiently obtained.

  In addition, some users who are used to IVR feel that the voice guidance spoken at a slower speed is slower than necessary and feels confused. Further, in the IVR system that cannot proceed without listening to the voice guidance, the voice guidance is slowly spoken, and thus the telephone call charge of the user increases when it is not toll free. At the same time, a telephone line such as a call center is occupied for a long time.

Japanese Patent Laid-Open No. 8-293923 discloses a voice response device that can control fast reading or slow reading of data by a user pressing a predetermined numeric keypad of a telephone.
JP-A-8-293923

  An object of the present invention is to provide an automatic voice response apparatus capable of playing voice guidance suitable for each user.

  A first automatic voice response apparatus according to the present invention is an automatic voice response apparatus that performs an automatic response by voice to an incoming call from a user, and stores a database that associates a telephone number with a type of voice guidance. A storage unit is provided, and the type of voice guidance to be responded is determined by referring to the database based on the telephone number of the user.

  In this case, the database unit may associate a part of the telephone number (for example, an area code) with the type of voice guidance.

  The second automatic voice response apparatus according to the present invention is an automatic voice response apparatus that performs an automatic response by voice in response to an incoming call from a user, and stores a database that associates a telephone number with a reading speed of voice guidance. And a storage section that determines the reading speed of the voice guidance to be responded by referring to the database based on the telephone number of the user.

  ADVANTAGE OF THE INVENTION According to this invention, the audio | voice automatic response apparatus which can change the audio | voice guidance to flow according to a user's telephone number is provided.

Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.
FIG. 1 is a diagram showing a configuration example of an IVR system according to the present invention. The IVR system 100 according to the present invention provides a predetermined voice guidance to the telephone 120 when an incoming call is received from the telephone 120 via the public network 110. Note that the public network 110 can notify the callee of the caller's telephone number.

  As shown in the figure, the IVR system 100 includes a voice response unit 101, a main control unit 102, and a database unit 103.

  When the voice response unit 101 detects an incoming call from the telephone 120 to the IVR system 100, the voice response unit 101 reproduces voice guidance stored in the database unit 103. The main control unit 102 controls the overall operation of the IVR system 100. The database unit 103 stores and manages various types of information used by the voice response unit 101 and the main control unit 102, and includes a plurality of databases. Details of each database will be described later.

≪First embodiment≫
First, as a first embodiment of the present invention, in the IVR system 100 having the above-described configuration, when a user makes a call, it matches or approximates a local language (dialect) familiar to the user. A case where voice guidance having vocabulary, tone, etc. is played will be described.

  According to the present embodiment, since it is possible to play voice guidance that each user can easily hear and feel familiar, even if IVR is adopted, the call center or the like can feel familiar. Further, in the present embodiment, an advertisement (CM) that is in an area where the user resides can be sent during a waiting time such as an operator connection.

  In this embodiment, the database unit 103 includes four databases, that is, a voice guidance DB, a customer DB, an area code DB, and an advertisement message DB.

  FIG. 2 is a diagram illustrating a configuration example of the voice guidance DB. As shown in the figure, the voice guidance DB 200 includes a “voice guidance” field 201 and a “type” field 201.

  The “voice guidance” field 201 stores various kinds of voice guidance data (voice data) reproduced in the IVR system 100. The “voice guidance” field 202 may store information for specifying the voice guidance data (for example, a file name) instead of directly storing the voice guidance data.

  The “type” field 202 stores information for specifying the type of each voice guidance data. Specifically, in the present embodiment, information indicating the type of dialect used in the voice guidance such as “standard language”, “Osaka dialect”, “Yamagata dialect” is stored.

  FIG. 3 is a diagram illustrating a configuration example of the customer DB. As shown in the figure, the customer DB 300 includes a “telephone number” field 301 and a “voice guidance type” field 302.

  The “telephone number” field 301 stores the telephone number of the customer. The “voice guidance type” field 302 stores information for specifying the type of voice guidance data to be reproduced when an incoming call is received from the corresponding telephone number. Specifically, in the present embodiment, information indicating the type of dialect used in the voice guidance such as “standard language”, “Osaka dialect”, “Yamagata dialect” is stored.

  In the customer DB 300 shown in the figure, for the incoming call from the customer with the telephone number “03-1234-5678”, the voice guidance data in the standard language is reproduced and the customer with the telephone number “06-123-4567” is reproduced. Register to play voice guidance data of Yamagata dialect for incoming calls from customers with phone number “023-1123-4567” for incoming calls from customers Has been.

  FIG. 4 is a diagram illustrating a configuration example of the area code DB. As shown in the figure, the area code DB 400 includes an “area code” field 401 and a “voice guidance type” field 402.

  The “area code” field 401 stores an area code. The “voice guidance type” field 402 stores information for specifying the type of voice guidance data suitable for the area corresponding to each area code. Specifically, in the present embodiment, information indicating the type of dialect used in the voice guidance such as “standard language”, “Osaka dialect”, “Yamagata dialect” is stored.

  In the area code DB 400 shown in the figure, standard area voice guidance data is associated with the area codes “03”, “045”, “042”, and the area code “06”. , “072”, “0721” are associated with the voice guidance data of Osaka dialect, and the area codes “023”, “0238” have the voice guidance data of Yamagata dialect. It is associated.

  FIG. 5 is a diagram illustrating a configuration example of the advertisement message DB. As shown in the figure, the advertisement message DB 500 includes an “advertisement message” field 501 and a “type” field 502.

  The “advertisement message” field 501 stores various kinds of advertisement message data (voice data) reproduced in the IVR system 100. The “advertisement message” field 501 may store information (for example, a file name) for specifying each advertisement message data instead of directly storing the advertisement message data.

  The “type” field 502 stores information for specifying the type of each advertisement message data. Specifically, in this embodiment, information indicating the type of dialect used in the advertisement message, such as “standard language”, “Osaka dialect”, “Yamagata dialect”, is stored. Information indicating that the advertisement target area is not limited, such as “national version”, is also stored.

  The various types of advertisement message data stored in the advertisement message DB 500 provide substantially the same information as the voice guidance data stored in the voice guidance DB 200 except for the dialect used. Basically, the content is suitable for the area where each dialect is used, and the information provided varies from type to type.

  Next, the operation of the present embodiment having the database as described above will be described.

  FIG. 6 is a flowchart showing a process flow of the IVR system 100 in the first embodiment.

  As shown in the figure, when there is an incoming call from a user, the IVR system 100 first determines whether or not the telephone number (originating telephone number) of the telephone 120 is notified from the public network 110 (S601). . As a result, when the calling telephone number is not notified (S601: No), the IVR system 100 reads out and reproduces the standard language voice guidance from the voice guidance DB 200 (S602).

  On the other hand, if the calling telephone number is notified (S601: Yes), it is then determined whether or not the notified calling telephone number is registered in the customer DB 300 (S603). As a result, if the notified calling telephone number is registered in the customer DB 300 (S603: Yes), first, information indicating the type of voice guidance corresponding to the calling telephone number is read from the field 302 of the customer DB 300. Next, based on the information, the corresponding voice guidance is read from the field 201 of the voice guidance DB 200 and reproduced. For example, in the example shown in FIG. 3, when the calling telephone number is “03-1234-5678”, the standard language voice guidance is reproduced, and when the calling telephone number is “06-123-4567”, When the voice guidance is reproduced and the calling telephone number is “023-123-4567”, the voice guidance of Yamagata dialect is reproduced.

  On the other hand, if the notified calling telephone number is not registered in the customer DB 300 (S603: No), first, the area code DB 400 is searched based on the area code among the notified calling telephone numbers, and Information indicating the type of voice guidance corresponding to the area code is read from the field 402 of the area code DB 400, and then the corresponding voice guidance is read from the field 201 of the voice guidance DB 200 and reproduced based on the information. . For example, in the example shown in FIG. 4, when the area code of the calling telephone number is “03”, “045”, “042”, the standard language voice guidance is reproduced and the area code of the calling telephone number is “06”. ”,“ 072 ”,“ 0721 ”, the voice guidance of the Osaka dialect is reproduced, and when the area code of the calling telephone number is“ 023 ”,“ 0238 ”, the voice guidance of the Yamagata dialect is reproduced. .

  By performing the processing as described above, it is possible to play voice guidance suitable for each user.

  In this embodiment, when various services are provided by voice guidance, when it is necessary to connect to an operator, or when processing on the system side requires a certain amount of time, the user waits. The advertisement (CM) suitable for each user can be played during the waiting time. In the conventional IVR, music or the like is generally played during such a waiting time.

  That is, in the present embodiment, information indicating the type of voice guidance used when accessing the voice guidance DB 200 is held during a call, and when a waiting time occurs for the user, the advertisement message DB 500 is based on the information. The corresponding advertisement message data is read out from the field 501 and reproduced. For example, in the example shown in FIG. 3 and FIG. 5, when the outgoing telephone number is “03-1234-5678”, the advertisement message of the standard language having the content suitable for the standard language area is reproduced during the waiting time. When the number is “06-123-4567”, an advertisement message of Osaka dialect with contents suitable for the Osaka area is played during the waiting time, and when the calling telephone number is “023-1123-4567”, it is suitable for the Yamagata area. The advertisement message of the Yamagata dialect of the contents will be played. If the calling telephone number cannot be acquired, the national version of the advertisement message is reproduced that is not limited to the region.

As described above, according to the first embodiment, the voice guidance of the dialect familiar to the user can be played to the user of the IVR in the call center and the like, The utilization rate of IVR can be improved. In addition, an advertisement (CM) can be sent during the waiting time of the IVR user, and the waiting time can be effectively used.
As mentioned above, the method of judging the locality from the telephone number of the caller has been shown. The region (region) may be determined based on the telephone number.

<< Second Embodiment >>
Next, as a second embodiment of the present invention, in the IVR system 100 having the configuration as shown in FIG. 1, when a user makes a call, the user's age and the pre-registered hope are met. An explanation will be given of the case where a voice guidance with a high speed is played.

  According to this embodiment, each user can listen to voice guidance at the speed he / she desires, and if he / she listens early, the communication cost (telephone cost) and line occupation time will be reduced accordingly. Become.

  In this embodiment, the database unit 103 includes two databases, that is, a voice guidance DB and a customer DB.

  FIG. 7 is a diagram illustrating a configuration example of the voice guidance DB in the second embodiment. As shown in the figure, the voice guidance DB 700 includes a “voice guidance” field 701 and a “speed” field 702.

  The “voice guidance” field 701 stores voice guidance data reproduced in the IVR system 100. The “voice guidance” field 701 may store information (for example, a file name) for specifying the voice guidance data instead of directly storing the voice guidance data.

  The “speed” field 702 stores information for specifying the reading speed of each voice guidance data.

  Each voice guidance data stored in the voice guidance DB 700 is different in reading speed and provides the same information in terms of content.

  FIG. 8 is a diagram illustrating a configuration example of a customer DB in the second embodiment. As shown in the figure, the customer DB 800 includes a “name” field 801, an “ID” field 802, an “age” field 803, a “telephone number” field 804, and a “reading speed” field 805.

  The “name” field 801 stores the name of the customer. The “ID” field 802 stores a customer ID uniquely assigned to each customer. The “age” field 803 stores the age of each customer. The “telephone number” field 804 stores the telephone number of each customer. The “reading speed” field 805 stores information for specifying the reading speed of the voice guidance desired by each customer.

  In the customer DB 800 shown in the figure, in response to an incoming call from the customer A with the telephone number “03-1234-5678”, the voice guidance data of slow speed is reproduced, and the telephone number “06-123-4567” is reproduced. For incoming calls from customer B, fast voice guidance data is played back, and for incoming calls from customer C with telephone number “023-1123-4567”, standard speed voice guidance data is played back. Is registered. Note that the reading speed is not registered for the customer D with the telephone number “045-123-4567”.

  Next, the operation of the present embodiment having the database as described above will be described.

  FIG. 9 is a flowchart showing a process flow of the IVR system 100 according to the second embodiment.

  As shown in the figure, when there is an incoming call from a user, the IVR system 100 first determines whether or not the telephone number (outgoing telephone number) of the telephone 120 is notified from the public network 110 (S901). .

  As a result, if the calling telephone number is notified (S901: Yes), it is next determined whether or not the notified calling telephone number is registered in the customer DB 800 (S902). As a result, when the notified calling telephone number is registered in the customer DB 800 (S902: Yes), information indicating the reading speed of the voice guidance is registered in the customer DB 800 corresponding to the calling telephone number. It is determined whether or not (S903).

  As a result, when information indicating the reading speed is registered (S903: Yes), the information indicating the reading speed is read from the field 805 of the customer DB 800, and then based on the information, the field of the voice guidance DB 700 is read. From 701, the corresponding voice guidance is read and reproduced. For example, in the example shown in FIG. 8, when the calling telephone number is “03-1234-5678”, the slow speed voice guidance is reproduced, and when the calling telephone number is “06-123-4567”, the quick voice When the guidance is reproduced and the calling telephone number is “023-1123-4567”, the standard speed voice guidance is reproduced.

  On the other hand, if the information indicating the reading speed is not registered in the customer DB 800 corresponding to the notified calling telephone number (S903: No), the age registered corresponding to the notified calling telephone number is set. It is acquired from the field 803 of the customer DB 800, and it is determined whether or not the age is a predetermined age (for example, 75 years old) or more (S905). As a result, when the registered age is equal to or greater than the predetermined age (S905: Yes), the slow speed voice guidance is read out from the voice guidance DB 700 and played back (S907), otherwise (S905: No). Then, the standard speed voice guidance is read from the voice guidance DB 700 and reproduced (S906). For example, in the example shown in FIG. 8, when the calling telephone number is “045-123-4567”, the information indicating the reading speed is not registered in the customer DB 800, and the age of the customer corresponding to the calling telephone number is Since he is 75 years old, slow speed voice guidance will be played.

  Further, when the calling telephone number is not notified (S901: No) or when the notified calling telephone number is not registered in the customer DB 800 (S902: No), the IVR system 100 inputs the customer ID. The prompting voice message is reproduced at a slow speed (S908). When the user inputs a customer ID by operating a dial button or the like of the telephone 120 in response to the voice message, the IVR system 100 determines whether or not the input customer ID is registered in the customer DB 800 ( S909). As a result, when the input customer ID is not registered in the customer DB 800 (S909: No), the slow speed voice guidance is read from the voice guidance DB 700 and reproduced.

  On the other hand, when the input customer ID is registered in the customer DB 800 (S909: Yes), whether or not information indicating the voice guidance reading speed is registered in the customer DB 800 corresponding to the customer ID. Is determined (S903). As a result, when information indicating the reading speed is registered (S903: Yes), the information indicating the reading speed is read from the field 805 of the customer DB 800, and then based on the information, the field of the voice guidance DB 700 is read. From 701, the corresponding voice guidance is read and reproduced. For example, in the example illustrated in FIG. 8, when the customer ID is “5931”, the slow speed voice guidance is played back, and when the customer ID is “6756”, the quick voice guidance is played back and the customer ID is “6501”. ", The standard speed voice guidance is played.

  On the other hand, when the information indicating the reading speed is not registered in the customer DB 800 corresponding to the input customer ID (S903: No), the age registered corresponding to the input customer ID is set to the customer DB 800. From the field 803, it is determined whether or not the age is equal to or greater than a predetermined age (for example, 75 years old) (S905). As a result, when the registered age is equal to or greater than the predetermined age (S905: Yes), the slow speed voice guidance is read out from the voice guidance DB 700 and played back (S907), otherwise (S905: No). Then, the standard speed voice guidance is read from the voice guidance DB 700 and reproduced (S906). For example, in the example shown in FIG. 8, when the customer ID is “9432”, the information indicating the reading speed is not registered in the customer DB 800, and the age of the customer corresponding to the customer ID is 75 years old. Slow speed voice guidance will be played.

  By performing the processing as described above, it is possible to play voice guidance suitable for each user.

  In this embodiment, voice data of various speeds are prepared in the voice guidance DB 700. For example, only one type of voice data is prepared as the voice guidance, and the playback speed of the voice guidance is adjusted in the customer DB 800. Parameters for registration may be registered, and when voice data is played back by the voice response unit 101, playback may be performed by adjusting the playback speed using the parameters registered in the customer DB 800.

  As described above, according to the second embodiment, voice guidance of the speed desired by the user can be played to the IVR user at the call center or the like, and the usage time is shortened and the convenience is improved. Can be planned.

It is a figure which shows the structural example of the IVR system by this invention. It is a figure which shows the structural example of voice guidance DB in 1st embodiment. It is a figure which shows the structural example of customer DB in 1st embodiment. It is a figure which shows the structural example of area code DB in 1st embodiment. It is a figure which shows the structural example of advertisement message DB in 1st embodiment. It is a flowchart which shows the flow of a process of the IVR system in 1st embodiment. It is a figure which shows the structural example of voice guidance DB in 2nd embodiment. It is a figure which shows the structural example of customer DB in 2nd embodiment. It is a flowchart which shows the flow of a process of the IVR system in 2nd embodiment.

Explanation of symbols

DESCRIPTION OF SYMBOLS 100 IVR system 101 Voice response part 102 Main control part 103 Database part 110 Public network 120 Telephone 200 Voice guidance DB
300 Customer DB
400 Area code DB
500 Advertising message DB
700 Voice guidance DB
800 Customer DB

Claims (2)

An automatic voice response device that automatically responds by voice to incoming calls from users,
A storage unit for storing a database that associates telephone numbers and voice guidance types and a database that associates voice guidance types and advertisement messages ;
Based on the user's phone number, refer to the database that associates the phone number with the type of voice guidance, determine the type of voice guidance to respond , play the voice guidance,
An automatic voice response device that reads out and reproduces an advertisement message from a database that associates the type of voice guidance with the advertisement message based on the type of voice guidance when a waiting time occurs in the user . Table of voice guidance types corresponding to area codes
Further comprising
Refer to this table, determine the type of voice guidance to respond based on the area code of the user's phone number, and play the voice guidance
The automatic voice response apparatus according to claim 1 .

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