WO2016169364A1

WO2016169364A1 - Method and apparatus for automatically processing self-service voice service, and mobile terminal

Info

Publication number: WO2016169364A1
Application number: PCT/CN2016/076422
Authority: WO
Inventors: 张光华
Original assignee: 中兴通讯股份有限公司
Priority date: 2015-04-23
Filing date: 2016-03-15
Publication date: 2016-10-27
Also published as: CN106162812A

Abstract

Disclosed is a method for automatically processing a self-service voice service. The method comprises: receiving a user instruction, and determining whether a service provider and a service business that are input by a user exist in the user instruction; when the service provider and the service business that are input by the user exist in the user instruction, determining whether the service provider and the service business that are input by the user are effective; and if the service provider and the service business that are input by the user are effective, automatically processing a self-service voice service and returning the processing result. Also provided are an apparatus for automatically processing a self-service voice service, and a mobile terminal. By means of the present invention, a self-service voice service can be automatically processed, frequent operations of a user can be reduced, the interaction efficiency between the user and a self-service voice service provider can be improved, and user experience can also be improved.

Description

Automatic processing method, device and mobile terminal for self-service voice service

Technical field

The present invention relates to the field of communications technologies, and in particular, to an automatic processing method and apparatus for a self-service voice service, and a mobile terminal.

Background technique

In order to make up for the drawbacks of related manual services and improve service quality and efficiency, more and more service providers are now turning to self-service voice services. Although self-service voice services can handle a large number of different users' business services at the same time, due to the corresponding business content. More, the general self-service voice service will use the standard operation process of the hierarchical level to process the user service, and the user needs to manually perform the multiple operations with the voice prompt to finally realize the business processing.

For example, as shown in FIG. 1 , the user needs to perform five manual operations from the time of dialing the service call to receiving the query result. The operation process is cumbersome, if the user operates the mistake, then It is also necessary to restart the input, which affects the user experience.

Summary of the invention

The main purpose of the present invention is to provide an automatic processing method and device for a self-service voice service, and a mobile terminal, which aims to solve the technical problem that the self-service voice service processing process is cumbersome and error-prone.

To achieve the above objective, an embodiment of the present invention provides an automatic processing method for a self-service voice service, where the foregoing automatic processing method includes:

Receiving a user instruction, determining whether the service provider and the service service input by the user exist in the user instruction;

When there is a service provider and a service service input by the user in the above user instruction, it is confirmed whether the service provider and the service service input by the user are valid;

If it is confirmed that the service provider and the service service input by the user are valid, the self-service voice service is automatically processed and the processing result is returned.

Optionally, the foregoing automatically processing the self-service voice service and returning the processing result includes:

Generating a processing path of the self-service voice service according to the service provider, the service service, and the preset database input by the user;

According to the above processing path, the self-service voice service is automatically processed and the processing result is returned.

Optionally, the foregoing confirming whether the service provider and the service service input by the user are valid includes:

Query whether there is a service provider and service service entered by the user in the preset database;

If yes, query the preset database to determine whether the service provider and service service entered by the user match each other;

If they match each other, it is confirmed that the service provider and service service entered by the user are valid.

Optionally, the foregoing automatic processing method is applied to a mobile terminal that has a SIM card, and the receiving the user instruction to determine whether the service provider and the service service input by the user exist in the user instruction include:

When there is a service service input by the user in the user instruction and there is no service provider input by the user, the operator corresponding to the SIM card is acquired and the operator is the service provider corresponding to the service service input by the user.

Optionally, the receiving the user instruction further includes:

When the user command is a voice command, the voice command is received and recognized.

In order to achieve the above object, an embodiment of the present invention further provides an automatic processing device for a self-service voice service, where the automatic processing device includes:

a receiving module configured to receive a user instruction;

The determining module is configured to determine whether the service provider and the service service input by the user exist in the user instruction;

The confirmation module is set to confirm whether the service provider and the service service input by the user are valid;

Processing module, set to automatically handle self-service voice services;

Returns the module, set to return the processing result of the self-service voice service.

Optionally, the foregoing processing module includes:

The processing path generating unit is configured to generate a processing path of the self-service voice service according to the service provider, the service service, and the preset database input by the user;

The processing unit is configured to automatically process the self-service voice service according to the processing path described above.

Optionally, the foregoing confirmation module includes:

The first query unit is configured to query whether the service provider and the service service input by the user exist in the preset database;

a second query unit, configured to query a preset database to determine whether the service provider and the service service input by the user match each other;

The confirmation unit is set to confirm that the service provider and service service entered by the user are valid.

Optionally, the automatic processing device is applied to a mobile terminal having a SIM card, and the automatic processing device further includes:

The obtaining module is configured to obtain an operator corresponding to the SIM card and use the operator as a service provider corresponding to the service service selected by the user.

Optionally, the foregoing automatic processing device further includes:

The voice recognition module is configured to recognize the voice command when the user command is a voice command.

In order to achieve the above object, an embodiment of the present invention further provides a mobile terminal, where the mobile terminal includes any of the foregoing automatic processing devices for self-service voice services.

The embodiment of the present invention obtains and confirms the validity of the service provider and the service service selected by the user. After the service provider and the service service selected by the user are valid, the self-service voice service is automatically processed and the processing result is returned. The user only needs to send an instruction once to obtain the processing result of the service service selected by the user, thereby greatly improving the efficiency of the business interaction between the user and the service provider, and also improving the user experience.

DRAWINGS

FIG. 1 is a schematic diagram of a process of dialing a mobile operator to query a usage of a package;

2 is a schematic flowchart of an embodiment of an automatic processing method for a self-service voice service according to the present invention;

3 is a schematic flowchart of another embodiment of an automatic processing method for a self-service voice service according to the present invention;

4 is a schematic diagram showing the refinement process of step S20 in FIG. 2;

FIG. 5 is a schematic diagram of the refinement process of step S30 in FIG.

6 is a schematic diagram of functional modules of a first embodiment of an automatic processing device for a self-service voice service according to the present invention;

7 is a schematic diagram of functional modules of a second embodiment of an automatic processing device for a self-service voice service according to the present invention;

8 is a schematic diagram of functional modules of a third embodiment of an automatic processing device for self-service voice services according to the present invention;

9 is a schematic diagram of a refinement function module of the confirmation module in FIG. 6;

10 is a schematic diagram of a refinement function module of the processing module of FIG. 6;

FIG. 11 is a schematic diagram of functional modules of an embodiment of a mobile terminal according to the present invention.

The implementation, functional features, and advantages of the present invention will be further described in conjunction with the embodiments.

detailed description

It is understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.

Referring to FIG. 2, FIG. 2 is a schematic flowchart diagram of an embodiment of an automatic processing method for a self-service voice service according to an embodiment of the present invention. In this embodiment, the automatic processing method includes:

Step S10: Receive a user instruction, and determine whether there is a service provider and a service service input by the user in the user instruction;

In this embodiment, the user command refers to an instruction that is sent by the terminal device to process the corresponding service, and specifically refers to an instruction sent to the terminal device to implement one or more self-service voice services, specifically including the self-service voice service. One or more service services, and depending on the specific situation, may also include a service provider corresponding to the self-service voice service. User instructions can be in text form or can be voice or other form. At the same time, in order to prevent the user from entering the service provider or the service service, it is also necessary to determine whether the service provider and the service service input by the user exist in the received user instruction. There are many specific judgment methods, for example, the format of the input may be preset to judge, or the comparison judgment may be made in a database in which the service provider and the service business are provided.

Optionally, referring to FIG. 3, after the step S10, the method may further include:

In step S1, when there is a service service input by the user in the user instruction and there is no service provider input by the user, the operator corresponding to the SIM card is obtained and the operator is the service provider corresponding to the service service input by the user.

When a user uses a mobile terminal (such as a mobile phone) with a SIM card to perform self-service voice service, and the user does not input the service provider information, the operator corresponding to the SIM card can be obtained at this time and the operator is selected as the service selected by the user. The service provider corresponding to the business. This type of method is only applicable to the business interaction between the mobile terminal using the SIM card and the SIM card operator. This type of method can simplify the user's command input. For users who often only need to query the operator's service, the SIM card can be used. The corresponding carrier is set as the default service provider for the self-service voice service.

Optionally, the step S10 may further include: receiving and identifying the voice instruction when the user instructs to be a voice instruction.

User instructions are preferably entered in speech form. The use of voice commands not only facilitates the input of user commands, but also increases the user's interest in interacting with the terminal devices. After receiving the voice instruction input by the user, the terminal device obtains the voice recognition result through voice recognition, and specifically can identify the voice command as text information according to the setting, so as to perform subsequent database query and information matching operations.

In this step, the voice recognition can divide the recognized text information. For example, if the user inputs the voice “I want to query the Southern Power Grid, my electricity bill balance, my account number is 123456”, the terminal device recognizes the voice as: The service provider is the Southern Power Grid; the service business is to check the balance of the electricity bill; the account number is 123456. For another example, if the user voice inputs “China Mobile, query the credit balance and receive the short message”, the terminal device recognizes the voice as: the service provider is China Mobile; the service service is balance inquiry and short message reception. The above identification methods are only used for illustration, and the specific identification can be set according to actual needs.

In addition, in other embodiments of the present invention, the user instruction is specifically illustrated as a voice instruction, but the user instruction of the present invention is not limited to the voice instruction.

Step S20, when there is a service provider and a service service input by the user in the user instruction, confirm whether the service provider and the service service input by the user are valid;

In order to accurately execute an effective user instruction to implement automatic processing of the self-service voice service, the terminal device needs to further confirm the validity of the user instruction after receiving the instruction sent by the user. For example, it is confirmed whether there is a service provider and a service service input by the user in the preset database; or whether the service provider and the service service input by the user in the preset database match.

In step S30, if it is confirmed that the service provider and the service service input by the user are valid, the self-service voice service is automatically processed and the processing result is returned.

After the terminal device confirms that the service provider and the service service input by the user are valid, the self-service voice service provided by the service provider selected by the user can be automatically processed, thereby implementing the processing of the service service input by the user. The service provider of the self-service voice service inputs the service provider for the user, and the self-service voice service is the sum of the plurality of service services, and thus includes the service service input by the user. The terminal device interacts with the self-service voice service server to complete the service service input by the user and return the processing result.

In this embodiment, after the user completes the command input and obtains the confirmation of the terminal device, the terminal device can automatically perform business interaction with the server corresponding to the self-service voice service, and the user only needs to input the command once to obtain the desired service. The result is processed, thereby eliminating a plurality of intermediate interaction links, which are automatically completed by the terminal device, thereby greatly saving the user waiting time, and also avoiding the inconvenience caused by the user's misoperation, thereby improving the user experience.

In addition, it should be further explained that the signal connection manner between the terminal device and the server end can be completed by using a mobile communication network, or a signal connection can be established with the server through the Internet. In addition, the self-service voice services provided by different service providers are different. In the self-service voice service, different service processing conditions are also different. For example, some self-service voice services need to perform account authentication when processing, and if the user uses the mobile phone number as the mobile phone number, If the account number is used and the user uses the mobile phone to establish a connection with the server to automatically process the self-service voice service, the account authentication can be automatically performed through the server. For other connection methods, the user needs to input the service provider and the service service. The automatic processing of the self-service voice service can be realized by inputting the corresponding account information.

In addition, for self-service voice services with different service processing conditions, such as account information of the user; the date of inquiry corresponding to the billing service, the card number corresponding to the lost service, and the ID number, the user can input the service provider, the service service, and the like at one time. The service handles the required information, so that the server can automatically handle self-service voice services such as billing service inquiry and loss reporting service in a certain period of time.

Optionally, the terminal device can further confirm the processing conditions required for the service service. For example, when the user handles the bank card loss reporting service, the terminal device confirms whether the user inputs the bank card number and the ID card number. If not, the user may be prompted not to automatically process the self-service voice service. Confirmation of the specific conditions required for business processing ensures that the service can be completed automatically by the terminal device without requiring manual input by the user.

Optionally, when a user services through a self-service voice service requires multiple processing conditions, but before the self-service voice service starts processing, the user does not send relevant processing information to the terminal device, but the server can automatically When the service is processed, the user is prompted to perform manual input through the terminal device.

Optionally, the correctness of the service processing conditions input by the user may be specifically verified, which may be verified on the terminal device, or may be verified by the server after being sent to the server by the terminal device, specifically according to Actually need to be set.

The foregoing embodiments can ensure that various service services that require multiple processing conditions can be processed when the self-service voice service is automatically processed, thereby ensuring that all types of self-service voice services can be automatically processed. Generally, the user is When conducting self-service voice service, it is very clear which business processing conditions need to be input, and also ensures the accuracy of the input business processing condition information. Therefore, as long as the user uses the present invention, it can ensure the correct input of the service business processing office. All the required condition information, even if the user misses or loses the error, can be fed back to the user through the terminal device for manual input when the service is processed by the server. Therefore, the other input conditions are not further verified and confirmed. In this case, all types of self-service voice services can also be handled automatically. In addition, for most commonly used self-service voice services, such as querying the use of mobile phone packages, checking the balance of call charges, etc., these can be handled without other processing conditions. Therefore, based on the characteristics of the user, the characteristics of the commonly used self-service voice service, and the versatility of the application scope of the present invention, in each embodiment of the present invention, it is preferable to only validate the service provider and the service service input by the user. Confirmation can be.

Referring to FIG. 4, FIG. 4 is a schematic diagram of the refinement process of step S20 in FIG. The above step S20 specifically includes:

Step S201: Query whether there is a service provider and a service service input by the user in the preset database;

Step S202, if yes, querying the preset database to determine whether the service provider and the service service input by the user match each other;

In step S203, if they match each other, it is confirmed that the service provider and the service service input by the user are valid.

In this embodiment, the preset database includes a preset plurality of service providers and service services corresponding to the service providers, for example, as shown in Table 1.

Table 1

After receiving the instruction sent by the user, the terminal device further needs to confirm the validity of the user instruction, which can be determined by querying the preset database. The specific judgment content includes two steps: the first step is to exist in the preset database. The second step is the judgment of whether there is a match between the service provider and the service business. For example, if the obtained instruction information is: China Power Grid, call balance balance inquiry, it can be determined that the input service provider and service service exist in the preset database, but the service provider and the service content do not match, so the user cannot be confirmed. The service provider and service business entered are valid.

Optionally, the determination result in the preset database may be confirmed by the user. If the user confirms that the user is correct, the service provider and the service service input by the user are confirmed to be valid, thereby improving interaction between the terminal device and the user, and ensuring The accuracy of the instructions received by the terminal device.

Optionally, if it is not confirmed that the service provider and the service service input by the user are valid, the user is prompted to re-enter the voice instruction.

There are various situations in which it is impossible to confirm that the service provider and the service service input by the user are valid. For example, when the user misses the service provider or misses the service service, the user is prompted to miss the transmission, and the user is required to re-enter the voice command; When the preset number When there is no service provider or service service input by the user in the library, the user is prompted to input an error, and the user is required to re-enter the voice instruction; when the correspondence between the service provider entered by the user and the service service in the preset database does not match, the prompt is prompted. The user matches the error and asks the user to re-enter the voice command to ensure that the service provider and service service entered by the user are valid.

Referring to FIG. 5, FIG. 5 is a schematic diagram of the refinement process of step S30 in FIG. The above step S30 specifically includes:

Step S301: Generate a processing path of the self-service voice service according to the service provider, the service service, and the preset database input by the user.

Step S302, automatically processing the self-service voice service according to the processing path and returning the processing result.

Since the related self-service voice service is processed in a standardized hierarchical process, that is, it cannot jump directly from the current option layer to other option layers, it is necessary to perform interactive selection step by step until the user needs the service. Business options. At the same time, considering that the service service command issued by the general user does not include the path from the start option layer of the self-service voice service to the target option layer, that is, the user only gives the final target service service instruction, therefore, this embodiment After confirming the service provider and the service service selected by the user, the terminal device needs to select a processing path from the self-service voice service to reach the target service service selected by the user by using various mapping relationships in the preset database.

In this embodiment, the preset database further includes a phone number of the service provider, so that the self-service voice service can be processed by dialing the phone number, as shown in Table 2.

Table 2

服务商Service provider	中国移动China Mobile	中国联通China Unicom	中国银行Bank of China	中国电网China Power Grid
电话phone	1008610086	1001010010	9556695566	9559895598

The self-service voice service provided by the relevant service provider generally adopts DTMF technology to implement interaction with the user terminal device. DTMF (dual-tone multifrequency) is a type of user signaling between a telephone and a switch in a telephone system. It is usually used to transmit a called number and can be used to transmit signaling on an analog voice channel. For example, a DTMF keyboard matrix, each row representing a low frequency, and each column representing a high frequency. Each time a button is pressed, a combination of high frequency and low frequency sinusoidal signals is sent. For example, '1' is equivalent to 697 and 1209 Hz, and the switch can decode these frequency combinations and determine the corresponding buttons.

In this embodiment, the preset database further includes a mapping relationship between the DTMF signal and the service service, for example, a mapping relationship between the DTMF signal and the service service of the operator as shown in Table 3.

table 3

服务业务Service business	普通话Mandarin	查询服务Query service	套餐查询Package inquiry	短信接收SMS reception
DTMF信号DTMF signal	11	11	22	33

In addition, in this embodiment, the preset database further includes a mapping relationship between the service level and the corresponding service service, for example, Table 4-7 As shown in the figure, Table 5 is the next-level service service corresponding to the Mandarin in Table 4; Table 6 is the next-level service service corresponding to the query service in Table 5; Table 7 is the corresponding corresponding to the package query in Table 6. Primary service business.

Table 4

业务层级Business level	一级First level	一级First level	一级First level
服务业务Service business	普通话Mandarin	广东话Cantonese	英语English language

table 5

业务层级Business level	二级Secondary	二级Secondary	二级Secondary	二级Secondary
服务业务Service business	业务咨询Business Consulting	查询服务Query service	业务办理Business management	人工服务Human services

Table 6

业务层级Business level	三级Third level	三级Third level	三级Third level	三级Third level
服务业务Service business	当前话费查询Current call inquiry	余额查询Balance inquiry	套餐查询Package inquiry	历史话费查询Historical call fee inquiry

Table 7

业务层级Business level	四级Level four	四级Level four
服务业务Service business	短信接收SMS reception	语音播报Voice broadcast

In this embodiment, the server corresponding to the operator also has a mapping relationship table between the same DTMF signal and the service service, and a mapping relationship table between the service level and the corresponding service service. The processing path corresponding to the service service selected by the user may be generated according to the foregoing various mapping relationship tables in the preset database. For example, if the voice command input by the user is “China Mobile, SMS receiving package query”, the corresponding processing path is: “Mandarin”, “Query Service”, “Package Inquiry”, “SMS Reception”. Then, according to the mapping relationship between the DTMF signal and the service service, the sending order of the DTMF signals corresponding to the processing path is “1”, “1”, “2”, “3”, thereby finally implementing the self-service voice service. Automatic processing.

The following is an example of the self-service voice service processing of the "China Mobile, SMS Receiving Package Query" by the user using the mobile phone input command.

First, the mobile phone automatically dials the China Mobile Service Phone 10086; after the connection, the China Mobile server will first send the language-selected service signaling; after receiving the signaling, the mobile phone will send the DTMF signaling "1" to select the "Mandarin". After receiving the DTMF signaling sent by the mobile phone, the server continues to send the service signaling selected by the service type; after receiving the signaling, the mobile phone sends the DTMF signaling “1” to select the “query service”; the server receives the mobile phone. After the DTMF signaling is sent, the service signaling selected by the specific service type is continuously sent; after receiving the signaling, the mobile phone sends the DTMF signaling "2" to select the "package query"; the server receives the DTMF signaling sent by the mobile phone. The post-processing user's package queries the service and continues to send the signaling of the receiving mode selection of the processing result; after receiving the signaling, the mobile phone will send the DTMF signaling "3" to select "sms receiving". At this time, when the self-service voice service signaling processing corresponding to the service service selected by the user is completed, the processing result is returned, for example, the user is notified. The operation is successful or the operation fails.

In this embodiment, according to the service provider, the service service, and the various mapping relationship tables in the preset database, the self-service voice service can be automatically processed, thereby reducing the number of user operations and improving the user experience. There are many specific methods for generating a processing path in this embodiment. For example, the simplest method is to notify the terminal device to complete the processing path of the service service input by the user while issuing the instruction, but such a method is not only cumbersome. Moreover, it is difficult for users who are not familiar with the self-service voice service process; in addition, according to the self-service voice service, various service services have corresponding hierarchical association relationships, and therefore, based on the hierarchical association relationship, The reverse recursion in the database is set to generate a processing path starting from the service service selected by the user to the self-service voice service.

It should be further noted that the processing path starting from the service service selected by the user to the self-service voice service generated by the reverse recursive manner may not be a complete processing path. For example, when the voice command input by the user is “China Mobile, Package Query”, since the user does not select the receiving mode of the query result corresponding to the self-service voice service, a complete processing path cannot be formed yet, that is, still cannot be realized. Automatic processing of the entire service business. Optionally, after the processing path of the self-service voice service is generated, the integrity of the processing path is determined. If the generated processing path is incomplete, the user is prompted to input the instruction again; optionally, the next step may be added by default. The service service corresponding to the service level. For example, when the voice command input by the user is “China Mobile, Package Query”, “SMS Receive” is added by default, thereby forming a completed processing path.

Referring to FIG. 6, FIG. 6 is a schematic diagram of functional modules of an automatic processing device for a self-service voice service according to an embodiment of the present invention. In this embodiment, the automatic processing device includes:

The receiving module 10 is configured to receive a user instruction;

The determining module 20 is configured to determine whether the service provider and the service service input by the user exist in the user instruction;

In this embodiment, the user instruction refers to an instruction that is sent by the user to process the corresponding service by the automatic processing device, and specifically refers to an instruction sent to the automatic processing device for implementing one or more self-service voice services, specifically including self-service voice. One or more service services in the service, and may also include a service provider corresponding to the self-service voice service, depending on the specific situation. User instructions can be in text form or can be voice or other form. At the same time, in order to prevent the user from entering the service provider or the service service, the determining module 20 also needs to determine whether the service provider and the service service input by the user exist in the user instruction received by the receiving module 10. There are many specific judgment methods, for example, the format of the input may be preset to judge, or the comparison judgment may be made in a database in which the service provider and the service business are provided.

The confirmation module 30 is configured to confirm whether the service provider and the service service input by the user are valid when the service provider selected by the user exists in the user instruction;

In order to accurately execute an effective user command to implement automatic processing of the self-service voice service, after receiving the command sent by the user, the receiving module 10 further confirms that the module 30 needs to further confirm the validity of the user command. For example, it is confirmed whether there is a service provider and a service service input by the user; or whether the service provider and the service service input by the user match.

The processing module 40 is configured to automatically process the self-service voice service;

Returning to module 50, it is set to return the processing result of the self-service voice service.

After the confirmation module 30 confirms that the service provider and the service service input by the user are valid, the processing module 40 can automatically process the self-service voice service provided by the service provider selected by the user, thereby implementing the processing of the service service input by the user. The service provider of the self-service voice service inputs the service provider for the user, and the self-service voice service is the sum of the plurality of service services, and thus includes the service service input by the user. The terminal device can complete the service service input by the user through interaction with the self-service voice service server, and return the processing result through the return module 50.

Optionally, referring to FIG. 7, the automatic processing apparatus may further include:

The obtaining module 60 is configured to obtain an operator corresponding to the SIM card and use the operator as a service provider corresponding to the service service selected by the user.

When the user uses the mobile terminal (such as a mobile phone) with a SIM card to perform the self-service voice service, and the user does not input the service provider information, the acquisition module 60 acquires the operator corresponding to the SIM card and selects the operator as the user. The service provider corresponding to the service business. This type of method is only applicable to the business interaction between the mobile terminal using the SIM card and the SIM card operator. This type of method can simplify the user's command input. For users who often only need to query the operator's service, the SIM card can be used. The corresponding carrier is set as the default service provider for the self-service voice service.

Optionally, referring to FIG. 8, the automatic processing apparatus may further include:

The voice recognition module 70 is configured to receive and recognize the voice command when the user commands a voice command.

User instructions are preferably entered in speech form. The use of voice commands not only facilitates the input of user commands, but also increases the user's interest in interacting with the terminal devices. After receiving the voice instruction input by the user, the receiving module 10 obtains the voice recognition result through the voice recognition module 70. Specifically, the voice command can be recognized as text information according to the setting, so as to perform the operation of querying and matching information of the subsequent database.

Referring to FIG. 9, FIG. 9 is a schematic diagram of a refinement function module of the confirmation module in FIG. In this embodiment, the confirmation module includes:

The first query unit 301 is configured to query whether there is a service provider and a service service input by the user in the preset database;

The second query unit 302 is configured to query the preset database to determine whether the service provider and the service service input by the user match each other;

The confirmation unit 303 is configured to confirm that the service provider and the service service input by the user are valid.

In this embodiment, the preset database includes a preset plurality of service providers and service services corresponding to the service providers, such as Table 1 above.

After the receiving module 10 receives the instruction sent by the user, the confirmation module 30 further needs to confirm the validity of the user instruction, and the query may be performed by querying the preset database. The query that exists; the second query unit 302 queries whether there is a match between the service provider and the service service. For example, if the obtained instruction information is: China Power Grid, call balance inquiry, it can be determined that the input service provider and the service service exist in the preset database, but the service provider and the service content do not match, so the confirmation unit 303 It is not possible to confirm that the service provider and service business entered by the user are valid.

There are various situations in which it is impossible to confirm that the service provider and the service service input by the user are valid. For example, when the user misses the service provider or misses the service service, the user is prompted to miss the transmission, and the user is required to re-enter the voice command; When there is no service provider or service service input by the user in the preset database, the user is prompted to input an error, and the user is required to re-enter the voice instruction; when the correspondence between the service provider entered by the user and the service service in the preset database does not match The user is prompted to match the error, and the user is required to re-enter the voice command, thereby ensuring that the service provider and the service service entered by the user are valid.

Referring to FIG. 10, FIG. 10 is a schematic diagram of a refinement function module of the processing module of FIG. 6. In this embodiment, the processing module includes:

The processing path generating unit 401 is configured to generate a processing path of the self-service voice service according to the service provider, the service service, and the preset database input by the user;

The processing unit 402 is configured to automatically process the self-service voice service according to the processing path.

Since the related self-service voice service is processed in a standardized hierarchical process, that is, it cannot jump directly from the current option layer to other option layers, it is necessary to perform interactive selection step by step until the user needs the service. Business options. At the same time, considering that the service service command issued by the general user does not include the path from the start option layer of the self-service voice service to the target option layer, that is, the user only gives the final target service service instruction, therefore, this embodiment After the service provider and the service service selected by the user are confirmed, the processing path generating unit 401 needs to generate a process of reaching the target service service selected by the user from the self-service voice service connection by using various mapping relationships in the preset database. path.

In this embodiment, the preset database further includes a phone number of the service provider, so that the self-service voice service can be processed by dialing the phone number, as shown in Table 2 above.

In this embodiment, the preset database further includes a mapping relationship between the DTMF signal and the service service, for example, a mapping relationship between the DTMF signal and the service service of the operator as shown in Table 3 above.

In addition, in this embodiment, the preset database further includes a mapping relationship between the service level and the corresponding service service, as shown in Table 4-7 above, wherein Table 5 is the next-level service service corresponding to the Mandarin in Table 4; 6 is the next-level service service corresponding to the query service in Table 5; Table 7 is the next-level service service corresponding to the package query in Table 6.

In this embodiment, the server corresponding to the operator also has the same mapping relationship between the DTMF signal and the service service. A table and a mapping table between the business hierarchy and the corresponding service business. The processing path corresponding to the service service selected by the user may be generated according to the foregoing various mapping relationship tables in the preset database. For example, if the voice command input by the user is “China Mobile, SMS receiving package query”, the corresponding processing path is: “Mandarin”, “Query Service”, “Package Inquiry”, “SMS Reception”. Then, according to the mapping relationship between the DTMF signal and the service service, the sending order of the DTMF signals corresponding to the processing path is “1”, “1”, “2”, “3”, thereby finally implementing the self-service voice service. Automatic processing.

Referring to FIG. 11, FIG. 11 is a schematic diagram of functional modules of an embodiment of a mobile terminal according to the present invention. In this embodiment, the mobile terminal includes the automatic processing device 80 for the self-service voice service described in any of the above embodiments.

The terminal device described in each of the above embodiments is preferably a mobile terminal. In this embodiment, the automatic processing device 80 is configured to acquire a command sent by the user, and confirm the validity of the command issued by the user. If the command is valid, the communication connection with the service provider is automatically established according to the command, and the service is automatically processed. The self-service voice service provided by the provider and return the processing result.

In this embodiment, the mobile terminal can establish a connection with the service provider by using a mobile communication form or an Internet form. In view of the self-service voice service provided by most service providers, each user is provided with a corresponding personal account to record the user's service information, so corresponding personal accounts are also set accordingly, and the mobile phone number is generally used as the service account of the user. Therefore, optionally, the mobile terminal is a mobile phone with a SIM card.

It should be noted that each of the above modules may be implemented by software or hardware. For the latter, the foregoing may be implemented by, but not limited to, the foregoing modules are all located in the same processor; or, the modules are located in multiple In the processor.

Embodiments of the present invention also provide a storage medium. Optionally, in the embodiment, the foregoing storage medium may be configured to store program code for performing the following steps:

S1 receives a user instruction, and determines whether there is a service provider and a service service input by the user in the user instruction;

S2, when there is a service provider and a service service input by the user in the user instruction, confirm whether the service provider and the service service input by the user are valid;

S3. If it is confirmed that the service provider and the service service input by the user are valid, the self-service voice service is automatically processed and the processing result is returned.

Optionally, in this embodiment, the foregoing storage medium may include, but is not limited to, a U disk, a read only memory (ROM, Read-Only Memory), Random Access Memory (RAM), removable hard disk, disk or optical disk, etc., which can store program code.

It will be apparent to those skilled in the art that the various modules or steps of the present invention described above can be implemented by a general-purpose computing device that can be centralized on a single computing device or distributed across a network of multiple computing devices. Alternatively, they may be implemented by program code executable by the computing device such that they may be stored in the storage device by the computing device and, in some cases, may be different from the order herein. The steps shown or described are performed, or they are separately fabricated into individual integrated circuit modules, or a plurality of modules or steps thereof are fabricated as a single integrated circuit module. Thus, the invention is not limited to any specific combination of hardware and software.

The above description is only the preferred embodiment of the present invention, and is not intended to limit the present invention, and various modifications and changes can be made to the present invention. Any modifications, equivalent substitutions, improvements, etc. made within the spirit and scope of the present invention are intended to be included within the scope of the present invention.

Industrial applicability

In the embodiment of the present invention, after obtaining and confirming the validity of the service provider and the service service selected by the user, when the service provider and the service service selected by the user are valid, the self-service voice service is automatically processed and the processing result is returned. The user only needs to send an instruction once to obtain the processing result of the service service selected by the user, thereby greatly improving the efficiency of the business interaction between the user and the service provider, and also improving the user experience.

Claims

An automatic processing method for a self-service voice service, the automatic processing method includes:

Receiving a user instruction, determining whether there is a service provider and a service service input by the user in the user instruction;

When there is a service provider and a service service input by the user in the user instruction, it is confirmed whether the service provider and the service service input by the user are valid;

If it is confirmed that the service provider and the service service input by the user are valid, the self-service voice service is automatically processed and the processing result is returned.
The automatic processing method according to claim 1, wherein said automatically processing the self-service voice service and returning the processing result comprises:

Generating a processing path of the self-service voice service according to the service provider, the service service, and the preset database input by the user;

According to the processing path, the self-service voice service is automatically processed and the processing result is returned.
The automatic processing method according to claim 1 or 2, wherein the confirming whether the service provider and the service service input by the user are valid includes:

Query whether there is a service provider and service service entered by the user in the preset database;

If yes, query the preset database to determine whether the service provider and service service entered by the user match each other;

If they match each other, it is confirmed that the service provider and service service entered by the user are valid.
The automatic processing method according to claim 3, wherein the application is applied to the mobile terminal having the SIM card, and the receiving the user instruction to determine whether the service provider and the service service input by the user are present in the user instruction comprises:

When there is a service service input by the user in the user instruction and there is no service provider input by the user, the operator corresponding to the SIM card is acquired and the operator is the service provider corresponding to the service service input by the user.
The automatic processing method according to claim 4, wherein the receiving the user instruction further comprises:

The voice command is received and recognized when the user command is a voice command.
An automatic processing device for a self-service voice service, the automatic processing device comprising:

a receiving module configured to receive a user instruction;

a determining module, configured to determine whether the service provider and the service service input by the user exist in the user instruction;

The confirmation module is set to confirm whether the service provider and the service service input by the user are valid;

Processing module, set to automatically handle self-service voice services;

Returns the module, set to return the processing result of the self-service voice service.
The automatic processing device of claim 6, wherein the processing module comprises:

The processing path generating unit is configured to generate a processing path of the self-service voice service according to the service provider, the service service, and the preset database input by the user;

The processing unit is configured to automatically process the self-service voice service according to the processing path.
The automatic processing device according to claim 6 or 7, wherein the confirmation module comprises:

The first query unit is configured to query whether the service provider and the service service input by the user exist in the preset database;

a second query unit, configured to query a preset database to determine whether the service provider and the service service input by the user match each other;

The confirmation unit is set to confirm that the service provider and service service entered by the user are valid.
The automatic processing device of claim 8 is applied to a mobile terminal having a SIM card, the automatic processing device further comprising:

The obtaining module is configured to obtain an operator corresponding to the SIM card and use the operator as a service provider corresponding to the service service selected by the user.
The automatic processing device of claim 9, wherein the automatic processing device further comprises:

The voice recognition module is configured to recognize the voice command when the user command is a voice command.
A mobile terminal comprising the automatic processing device for self-service voice service according to any one of claims 6-10.