WO2012155302A1

WO2012155302A1 - Method for reducing waiting time of telephone voice prompt system

Info

Publication number: WO2012155302A1
Application number: PCT/CN2011/000897
Authority: WO
Inventors: 廖公仆
Original assignee: Liao Gongpu
Priority date: 2011-05-13
Filing date: 2011-05-26
Publication date: 2012-11-22
Also published as: CN102185982A

Abstract

A method for reducing waiting time of a telephone voice prompt system is provided in the present invention, characterized in that: a character menu database is set, the character menu database stores text menu information; when a terminal device establishes communication connection with a center server, the text menu information stored in the character menu database is expressed outwards in the manner of video signal on a display.

Description

Method for shortening waiting time of telephone voice prompting system

The present invention relates to a method for shortening the voice prompt waiting time during a telephone call, and more particularly to a method for improving the broadcast efficiency by using a video signal to shorten the waiting time of the telephone voice prompt system.

Background technique

As we all know, with the advancement of society, more and more devices and methods that can improve people's quality of life and improve people's work and life have become more and more popular in people's lives. Nowadays, various telephones have been used as a communication tool. It is widely used in people's lives. The use of such communication tools can establish an information communication platform between objects with distant distances, which can greatly improve people's work and life efficiency. Now any social business object is equipped with multiple phones during the specific operation to achieve the function of voice communication at any time. At present, many companies are equipped with customer service calls such as: 95559 or call center such as: 12580 and so on. In order to save labor costs, such telephones need to be equipped with corresponding personnel for 24-hour duty. In order to save labor costs, such telephones now use a telephone voice prompting system to broadcast the operation menu through voice to guide the user to the next step. This kind of telephone voice prompting method is used in specific applications such as: Telephone banking service, when the call is made, the voice prompts the following information: Welcome to call a certain bank, please press the automatic voice service, 1 manual service Press 2. After selecting 1, you will continue to prompt for operation information: Welcome to call a certain bank credit card service

Heart, and may broadcast some advertising information. Then prompt: Chinese service press ¹ , ^{Engl lSh P3: eSS} 2, press 1 to continue the voice prompt: Please enter the card number information, press '#, end, credit card loss, please press 9. In the specific operation, the above process often lasts for several tens of seconds or minutes. On the one hand, the customer's mood becomes irritable, and on the other hand, the call center is inefficiently used. The main disadvantages of the conventional technology are as described above.

Invention

The invention provides a method for shortening the waiting time of a telephone voice prompting system. The method of the invention can synchronously express the content of the voice prompt through the display interface in the form of a video signal to shorten the waiting of the user during the voice prompting of the telephone. The time, and this is the main ': purpose of the invention. The technical solution adopted by the invention is: a method for shortening the waiting time of the telephone voice prompting system, setting a text menu database, the text menu database storing text menu information, when the terminal device establishes a communication relationship with the central server, The text menu information stored in the text menu database is outwardly expressed in the form of a video signal through the display interface.

The terminal device is a communication device capable of establishing wired or wireless communication, and the terminal device transmits an audio signal outward when working, and the terminal device is a communication device capable of making a call.

The display interface externally expresses the video signal while the work is in progress, and the display interface displays the video text information externally when the work is performed.

The central server supports the communication signal dialing of the terminal device, and the central server has a voice menu prompting system. The user knows the voice audio signal sent by the center server through the terminal device, and the video signal of the text menu information stored in the text menu database is known through the display interface.

The voice audio signal sent by the center server simultaneously synchronized by the user is consistent with the meaning of the video signal of the text menu information stored in the text menu database displayed on the display interface.

A channel is disposed between the terminal device and the central server, and the channel is a channel for communication between the terminal device and the central server.

The text menu information stored in the text menu database as described above is represented by a telephone number, and when the terminal device dials the telephone number to the central server, the telephone number uniquely corresponds to a set of text menu information, the group The text menu information is displayed through the display interface. At this moment, the terminal device plays the voice audio signal corresponding to the phone number.

The text menu information stored in the text menu database as described above is obtained by recording the text menu database in the central server, and when the terminal device dials the telephone number to the central server, the central server And querying, according to the phone number, the text menu information and the voice information corresponding to the phone number, and then the center server transmits the text menu information and the voice information to the terminal device, and then the text menu information passes through the display interface. Displayed, the voice information is played through the terminal device.

The text menu information stored in the text menu t as described above is obtained by recording the text menu database in the memory of the terminal device, when the terminal device dials the phone number to the central server. The terminal device searches the memory for the text menu information corresponding to the phone number according to the phone number, and passes the found text menu information through the The text menu information stored in the text menu database as described above is obtained by recording the text menu database in a web server, and the terminal device is a networked terminal device, when the terminal device dials the phone number to When the central server is located, the network server searches for the text menu information corresponding to the phone number from the network server according to the phone number, and displays the found text menu information through the display interface.

The display interface as described above is disposed on the terminal device. The information exchange relationship between the display interface and the terminal device can also be established by wired or wireless form.

The terminal device as described above is a mobile phone, a surface live phone or a network phone, and the display interface is a display screen of the mobile phone, a display screen of the fixed landline machine or a text information display window 0 of the network phone.

A system for shortening the waiting time of a telephone voice prompting system, comprising: a terminal device, a display interface, a central server, and a text menu database, wherein the terminal device is a communication device capable of establishing wired or wireless communication, the terminal device The audio signal is transmitted outwards at work, and the terminal device is a communication device that can make a call.

The central server supports the communication signal dialing of the terminal device, and the central server has a voice menu prompting system.

The text menu database stores text menu information. When the terminal device establishes a communication relationship with the central server, the text menu information stored in the text menu database is outwardly expressed in the form of a video signal through the display interface. The user understands the voice and audio signal sent by the central server through the terminal device, and the video signal of the text menu information stored in the text menu database is known through the display interface, and the user simultaneously synchronizes the knowledge of the central server. The voice audio signal is consistent with the meaning of the video signal of the text menu information stored in the text menu database displayed by the display interface.

The text menu information stored in the text menu database is indexed by a phone number. When the terminal device dials the phone number to the central server, the phone number uniquely corresponds to a set of text menu information, and the group of text menu information passes the display. The interface is displayed. At this moment, the terminal device plays the voice audio signal corresponding to the phone number.

A channel is disposed between the terminal device and the central server, and the channel is a channel for communication between the terminal and the central server.

The method as described above and the text menu information stored in the text menu database in the system include delay information.

In the method as described above and in the system for effectively supporting the virtual menu of the text menu information, the text menu information is written in a format specified by the 32-bit version information in decimal format and the initial version number being lioo.

The method as described above and the error in the operation of the system cause the displayed text menu information to be inconsistent with the voice menu broadcast by the terminal device, allowing manual adjustment of the text menu information to coincide with the voice menu broadcast by the terminal device.

The beneficial effects of the present invention are: Because a text menu database is provided in the method of the present invention, the text menu database stores text menu information, and the text stored in the text menu database when the terminal device establishes a communication relationship with the central server The menu information display interface is expressed outward in the form of a video signal, so that the user's waiting time can be greatly shortened by the method of the present invention. DRAWINGS

Figure 1 is a schematic block diagram of the present invention;

2 is a flow chart of a specific implementation of the present invention. detailed description

As shown in FIG. 1, a method for shortening the waiting time of the telephone voice prompting system, a text menu database 40 is set, and the text menu database 40 stores text menu information. When the terminal device 10 establishes a communication relationship with the center server 30, the text The text menu information stored in the menu database 40 is externally expressed in the form of a video signal through the display interface 20.

The terminal device 10 is a communication device capable of establishing wired or wireless communication, and the terminal device 10 transmits an audio signal outward when operating.

Briefly described, the terminal device 10 is a communication device that can make a call.

In a specific implementation, the terminal device 10 can be a communication device capable of implementing wired or wireless communication functions, such as a mobile phone, a fixed landline phone, or a network phone.

The display interface 20 externally expresses a video signal while in operation, and the display interface 20 displays video text information externally while working.

In a specific implementation, the display interface 20 can be disposed on the terminal device 10.

The display interface 20 can also establish an information exchange relationship with the terminal device 10 in a wired or wireless manner.

For example, a wired information exchange relationship can be established between the display interface 20 and the terminal device 10 through a data line. A wireless information exchange relationship may also be established between the display interface 20 and the terminal device 10 by the wireless signal transmitting module and the wireless signal receiving module.

In a specific implementation, the display interface 20 can be a display screen of a mobile phone, a display screen of a fixed landline phone, or a text information display window of a network phone.

The central server 30 supports the communication signal dialing of the terminal device 10, and the central server 30 has a voice menu prompting system. The voice menu prompting system is not described here in the prior art, and the central server 30 has the receiving terminal device. After the communication signal of 10 is dialed in, the next level menu is broadcasted or the corresponding operation function is completed.

In a specific implementation, for example, after the terminal device 10 dials a call to the central server 30, the central server 30 sends voice information:

Please press 1 in English, please press 2 in English.

After the terminal device 10 inputs 1, the central server 30 continues to prompt:

Please enter your account information, end with ^, press 0 for manual service.

When the user presses 0, the central server 30 automatically connects to the agent's phone.

The user knows the voice audio signal sent by the center server 30 through the terminal device 10, and the video signal of the text menu information stored in the text menu database 40 is known through the display interface 20.

The voice audio signal sent by the central server 30 simultaneously synchronized by the user is consistent with the meaning of the video signal of the text menu information stored in the text menu database 40 displayed by the display interface 20. For example, after the terminal device 10 dials the call to the central server 30, the central server 30 sends voice information: Press 1 for Chinese, 2 for English, press 1 for the display interface 20, please press 1 for English. Press 2 for the text menu.

As described above, the technical solution of the present invention is simply to provide simultaneous audio and video information expression to the user, because the user reads the video signal on the display interface 20 much faster than the user hears the terminal device. The speed of the voice audio signal sent by the user, so that the user can know all the menu contents through the display interface 20 before the terminal device 10 plays the menu content, and perform operation selection in advance to improve efficiency.

The text menu information stored in the text menu database 40 is indexed by a phone number. When the terminal device 10 dials the phone number to the central server 30, the phone number uniquely corresponds to a set of text menu information, the group of text menu information. The display interface 20 is displayed. At this moment, the terminal device 10 plays the voice audio signal corresponding to the telephone number.

A channel 50 is disposed between the terminal device 10 and the central server 30. The channel 50 is a channel for communication between the terminal device 10 and the central server 30. In a specific implementation, the channel 50 can be a public telephone network ( PSTN) or internet and so on.

The text menu information stored in the text menu database 40 as described above at a specific implementation can be obtained by the following methods:

Method 1, the text menu database 40 is recorded in the central server 30, and when the terminal device 10 dials the telephone number to the central server 30, the central server 30 queries the phone number according to the telephone number. The text menu information and the voice information, and then the center server 30 transmits the text menu information and the voice information to the terminal device 10, and then the The text menu information is displayed through the display interface 20, and the voice information is played through the terminal device 10.

In the second mode, the text menu database 40 is recorded in the memory of the terminal device 10. When the terminal device 10 dials the phone number to the central server 30, the terminal device 10 searches from the memory according to the phone number. The text menu information corresponding to the phone number is displayed through the display interface 20 through the displayed text menu information.

The third mode is to record the text menu database 40 in the network server. At the moment, the terminal device 10 is a networked terminal device. When the terminal device 10 dials the phone number to the central server 30, the network server is based on the phone number. The text menu information corresponding to the phone number is searched from the network server, and the found text menu information is displayed through the display interface 20.

As shown in FIG. 1, a system for shortening the waiting time of a telephone voice prompting system includes: a terminal device 10, a display interface 20, a center server 30, and a text menu database 40, wherein the terminal device 10 can be wired or a communication device for wireless communication, the terminal device 10 transmits an audio signal outward when it is working, and the terminal device 10 is simply a communication device that can make a call.

In a specific implementation, the display interface 20 can be disposed on the terminal device 10. The display interface 20 can also establish an information exchange relationship with the terminal device 10 through a wired or wireless form.

For example, a wired information exchange relationship can be established between the display interface 20 and the terminal device 10 through a data line.

A wireless information exchange relationship may also be established between the display interface 20 and the terminal device 10 by the wireless signal transmitting module and the wireless signal receiving module.

The central server 30 supports the dialing of the communication signal of the terminal device 10. The central server 30 has a voice menu prompting system. The voice menu prompting system is not described here in the prior art, and the central server 30 has the receiving terminal. After the communication signal of the device 10 dials in the information, the next level menu is broadcasted or the corresponding operation function is completed.

Please press 1 in English, please press 2 in English.

Please enter your account information to end, press 0 for manual service.

The text menu database 40 stores text menu information. When the terminal device 10 establishes a communication relationship with the central server 30, the text menu information stored in the text menu database 40 is outwardly displayed in the form of a video signal through the display interface 20. expression. The user knows the voice audio signal sent by the center server 30 through the terminal device 10, and the video signal of the text menu information stored in the text menu database 40 is known through the display interface 20. - The voice audio signal sent by the central server 30 that the user simultaneously knows coincides with the meaning of the video signal of the text menu information stored in the text menu database 40 displayed by the display interface 20.

For example, after the terminal device 10 dials the call to the central server 30, the central server 30 sends a voice message: Press 1 for Chinese, 2 for the time when the English is pressed, and press 1 for the display interface 20 to display Chinese. In English, please press the text menu of 2.

A channel 50 is disposed between the terminal device 10 and the central server 30. The channel 50 is a channel for communication between the terminal device 10 and the central server 30. In a specific implementation, the channel 50 can be a public telephone network ( PSTN) or internet and so on. The text menu information stored in the text menu database 40 as described above at a specific implementation may be obtained by the following methods:

Method 1, the text menu database 40 is recorded in the central server 30, and when the terminal device 10 dials the telephone number to the central server 30, the central server 30 queries the phone number according to the telephone number. The text menu information and the voice information, and then the central server 30 transmits the text menu information and the voice information to the terminal device 10, and then the text menu information is displayed through the display interface 20, and the voice information passes through the terminal The device 10 is played out.

The text menu information stored in the text menu database 40 of the method and system of the present invention as described above includes delay information.

Since the text menu information may have multiple levels, during the call, as the user operates, the current menu needs to be further displayed. For example, some voice systems will prompt you in the first step: Press 1 for Chinese, 2 for English, and 1 or 2 for users, which will result in different menus for subsequent broadcasts. Press 1 to use Chinese broadcast. Press, press 2 to broadcast in English. Therefore, it is necessary to query the next-level menu information and display it on the terminal device according to the user's button during the call.

During processing, some systems may have delays. To prevent the user from typing too fast, the key operation is ignored by the system. The text menu information includes the delay information (T-delay), when the user presses the button. After the T-delay time, the corresponding menu information is displayed.

In order to effectively support the display of the text menu information in the method and system of the present invention as described above, the text menu information is written in a prescribed format of 32-bit version information in decimal format and an initial version number of 100.

The specific menu format description at the time of implementation is as follows:

<! "Describes menu information in -xml format, each xml file describes a menu message "-->

<quick_dial>

_<!--Version information for the menu, expressed as an unsigned integer >

<!--The phone number corresponding to this menu, allowing multiple numbers to be associated with ->

<!-- If a menu has multiple languages, each xml file describes a language - ->

<!--Menu information

There are two kinds of menus, one is to directly select a corresponding menu after pressing a certain button.

The other is to enter a string of characters ending with a key (such as "#"). —>

<!--The following describes the menu format that is directly selected according to the input button.

^ For example, the prompts for prompting language selection in this type of voice prompt system are as follows - "Press Mandarin, please press 1, English press 2 " -- >

<!--Menu Title >

<title>language selection</title>

<!-- How long does it take for the menu to be displayed, in milliseconds >

^ext id ^ "1">

<!--Show information ->

<msg> Mandarin prompts please press 1 </msg>

<key> 1 </key> '

<menu_id> 3 </menu_id>

</text>

<msg> English press 2 </msg>

<menu_id> 4 </menu_id>

</text>

<text id = "0">

<!--The id of the next menu to be displayed after selecting this entry ->

<menu_id> 1 </menu_id>

</text> </menu>

<!--The following describes a menu format that prompts for a string of strings ending with a key (such as "#"). Enter a bank account as a common prompt for such systems:

Please enter your card number, end with # -->

<title>Bank account number </title>

<! 2 means that this menu is a string of keys that are marked with a certain button as an end mark --> <type> 2 </type> .

<msg>Please enter your card number, end with # </msg>

<menu_id>Next menu to be displayed after pressing # </menujd>

</text>

</menu>

</quick_dial>

In the method and system of the present invention as described above, when the error in the operation causes the displayed text menu information to be inconsistent with the voice menu broadcast by the terminal device 10, the text menu information and the terminal device 10 are allowed to be manually adjusted. The voice menu is consistent.

As shown in Figure 2, during the operation, for some reason (such as the user operating too fast, the center ignores the corresponding operation, or the voice broadcast information is not synchronized to the database after adjustment), resulting in the actual display menu is inconsistent with the actual voice broadcast information. , Allows the user to manually adjust the menu to match the actual voice announcement information. For example, voice system broadcast: Chinese prompt, please press 1, English press 2, and the menu information in the database is "Chinese prompt, please press 2, English press 1", when the user presses 1, the terminal interface actually displays the corresponding The English menu, while the voice broadcast is a Chinese menu, the user can manually adjust the menu in the terminal interface to the Chinese menu.

Claims

A method for shortening a waiting time of a telephone voice prompting system, characterized in that: a text menu database is set, the text menu database stores text menu information, and when the terminal device establishes a communication relationship with the central server, the text menu database stores The text menu information is outwardly expressed in the form of a video signal through the display interface;

The terminal device is a communication device capable of establishing wired or wireless communication, and the terminal device transmits an audio signal outward when working, and the terminal device is a communication device capable of making a call;

The display interface externally expresses a video signal when working, and the display interface displays video text information externally when working;

The central server supports the communication signal dialing of the terminal device, and the central server has a voice menu prompting system;

The user knows the voice audio signal sent by the center server through the terminal device, and the video signal of the text menu information stored in the text menu database is known through the display interface;

The voice audio signal sent by the center server that the user simultaneously learns is consistent with the meaning of the video signal of the text menu information stored in the text menu database displayed on the display interface;

2 . The method according to claim 1 , wherein the text menu information stored in the text menu database is indexed by a phone number, and the terminal device dials the phone. Number to the central server, the phone number uniquely corresponds to a set of text menu letters The group text menu information is displayed through the display interface. At this moment, the terminal device plays the voice audio signal corresponding to the phone number.

3. The method for shortening the waiting time of a telephone voice prompting system according to claim 2, wherein: the text menu information stored in the text menu database is obtained by recording the text menu database in the center. In the server, when the terminal device dials the phone number to the central server, the central server queries the text menu information and the voice information corresponding to the phone number according to the phone number, and then the central server The text menu information and the voice information are transmitted to the terminal device, and then the text menu information is displayed through the display interface, and the voice information is played through the terminal device.

The method for shortening the waiting time of a telephone voice prompting system according to claim 2, wherein: the text menu information stored in the text menu database is obtained by: recording the text menu database in the terminal In the memory of the device, when the terminal device dials the phone number to the central server, the terminal device searches for the text menu information corresponding to the phone number stone horse from the memory according to the phone number, and the device menu information is found. The text menu information is displayed through the display interface.

The method for shortening the waiting time of a telephone voice prompting system according to claim 2, wherein: the text menu information stored in the text menu database is obtained by recording the text menu database on a network server. The terminal device is a networked terminal device. When the terminal device dials a phone number to the central server, the network server searches for the phone number corresponding to the phone number from the network server according to the phone number. Text menu information, which will be found

6. The method of claim 1, wherein the display interface is disposed on the terminal device.

7. The method according to claim 1, wherein the display interface establishes an information exchange relationship with the terminal device in a wired or wireless manner.

The method for shortening the waiting time of a voice prompting system of a telephone according to claim 1, wherein: the terminal device is a mobile phone, a fixed landline phone or a network phone, and the display interface is a display screen of the mobile phone, The display screen of the landline or the text message display window of the VoIP phone.

A system for shortening the waiting time of a telephone voice prompting system, comprising: a terminal device, a display interface, a central server, and a text menu database, wherein the terminal device is a communication device capable of establishing wired or wireless communication, The terminal device transmits an audio signal outward when working, and the terminal device is a communication device that can make a call;

The text menu database stores text menu information. When the terminal device establishes a communication relationship with the central server, the text menu information stored in the text menu database is outwardly expressed in the form of a video signal through the display interface;

The user knows the voice and audio signal sent by the center server through the terminal device, and the video signal of the text menu information stored in the text menu database is known through the display interface, and the user Simultaneously, the voice audio signal sent by the central server is consistent with the meaning of the video signal of the text menu information stored in the text menu database displayed by the display interface; the text menu stored in the text menu database The information is indexed by the telephone number. When the terminal device dials the telephone number to the central server, the telephone number uniquely corresponds to a set of text menu information, and the group of text menu information is displayed through the display interface. At this moment, the terminal device plays a voice and audio signal corresponding to the telephone number;

10. The method according to claim 1, wherein the text menu information stored in the text menu database includes delay information.

11. A method for shortening a waiting time of a telephone voice prompting system according to claim 1, wherein: in order to effectively support display of the text menu information, the text menu information is in accordance with 32-bit version information expressed in decimal format. , the initial version number is 100 in the specified format.

12. The method for shortening the waiting time of a telephone voice prompting system according to claim 1, wherein: when an error occurs during operation, the displayed text menu information is inconsistent with the voice menu broadcast by the terminal device, allowing Manually adjusting the text menu information is consistent with the voice menu broadcast by the terminal device.