WO2018076821A1 - 一种实现可视化ivr的方法及其系统 - Google Patents

一种实现可视化ivr的方法及其系统 Download PDF

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Publication number
WO2018076821A1
WO2018076821A1 PCT/CN2017/093590 CN2017093590W WO2018076821A1 WO 2018076821 A1 WO2018076821 A1 WO 2018076821A1 CN 2017093590 W CN2017093590 W CN 2017093590W WO 2018076821 A1 WO2018076821 A1 WO 2018076821A1
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Prior art keywords
ivr
server
mobile terminal
telecommunication
module
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PCT/CN2017/093590
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English (en)
French (fr)
Inventor
郑强
彭仁诚
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深圳有麦科技有限公司
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Publication of WO2018076821A1 publication Critical patent/WO2018076821A1/zh

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M15/00—Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
    • H04M15/83—Notification aspects
    • H04M15/84—Types of notifications
    • H04M15/842—Announcement, e.g. IVR dialogue
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/527—Centralised call answering arrangements not requiring operator intervention

Definitions

  • the technical field to which the present invention relates is, in particular, a method for implementing a visualized IVR and a system for implementing a visualized IVR.
  • the service means that the user can access the service center by using the telephone, perform the service selection operation according to the voice operation prompt, and the service center will play related information or perform related services according to the user's service selection operation.
  • IVR Interactive Voice Response, That is, interactive voice response
  • IVR Interactive Voice Response
  • It can complete the functions of guiding users to service selection, automatic voice reading, automatic fax sending and receiving, and manual connection. It is an important means for the customer service center to realize 7 ⁇ 24 hours service. .
  • IVR technology is a common platform for communication applications, and various call centers have adopted IVR.
  • Voice access access to customers, and with the continuous expansion of business logic, IVR The business logic of the voice platform and the complexity of the menu are constantly increasing. The user needs to press a button multiple times, or wait for the menu prompt voice, and the user experience is poor.
  • the traditional IVR process that is, when calling customer service, you need to listen to the voice broadcast. Selecting the required services to continue, is related to the habits and familiarity of the crowd, and brings more or less inconvenience.
  • the object of the present invention is to provide a method for implementing visual IVR and a system thereof, aiming at solving the prior art, the traditional IVR process needs to listen to the voice broadcast, while selecting the required service to continue, and the habit of the crowd, The level of familiarity is related to the inconvenience.
  • the present invention is implemented in such a way that a method of visualizing an IVR includes the following specific steps:
  • Step 1 The mobile terminal requests a voice service from the telecommunication server
  • Step 2 The mobile terminal sends a request to the IVR server, and the IVR server responds to the request of the mobile terminal;
  • Step 3 After receiving the request response of the IVR server, the IVR module on the mobile terminal displays the text of the response on the mobile terminal.
  • Step 4 Click the corresponding UI button in the IVR module on the mobile terminal according to the text of the display response, and the IVR module on the mobile terminal sends a corresponding DTMF signal to the telecommunication server, and the telecommunication server responds to the mobile terminal according to the received DTMF signal.
  • Request the telecommunications server dials the next dial tone;
  • Step 5 Repeat step four above until the desired service end point is reached or an on-hook signal is received. Further, in the step 2, the IVR server and the telecommunication server are further configured to establish a relationship list.
  • the text of the response is visual information
  • the visual information includes at least one of voice, text, video, and web address.
  • the IVR server periodically stores and maintains the data of the telecommunication server.
  • the DTMF signal in the step 5 is an internal signal sent by the mobile terminal to the telecommunication server through the telephone network.
  • the present invention also provides a system for implementing visual IVR, including a telecommunication server, an IVR server, and a mobile terminal;
  • the telecommunication server is configured to connect to the mobile terminal for a voice request of the mobile terminal
  • the mobile terminal is provided with an IVR module, the IVR module is configured to display a user-visible IVR operation, request visual information from the IVR server, initiate a DTMF signal to the telecommunication server, and trigger an IVR action, respectively Connecting the telecommunications server and the IVR server;
  • the IVR server is configured to establish a relationship list with the telecommunication server, store and maintain the data of the telecommunication server, and provide visual information in response to the request of the IVR module.
  • a telecommunication IVR module is disposed in the telecommunication server
  • the telecommunications IVR module is configured to establish a list with the IVR server, and is respectively connected to the IVR module and the IVR server.
  • the present invention provides a method for implementing visual IVR.
  • the content of the voice play is displayed on the IVR module interface of the mobile terminal, and the user only needs the IVR module in the mobile terminal.
  • the interface selects the corresponding button, and the IVR module interface of the mobile terminal can directly transmit the service menu button to the telecommunication server, and the IVR server responds to the request of the interface of the mobile terminal's IVR module, and displays the response text on the IVR module interface of the mobile terminal.
  • the voice play content is displayed on the operation interface of the IVR module of the mobile terminal, and the display of the IVR module of the mobile terminal and the synchronization of the voice play can effectively improve the user experience.
  • Figure 1 is a flow chart of a conventional IVR
  • FIG. 2 is a logic diagram of a method for implementing a visualized IVR according to an embodiment of the present invention
  • FIG. 3 is a flow chart of a method for implementing a visualized IVR according to an embodiment of the present invention
  • FIG. 4 is a structural block diagram of a system for implementing a visualized IVR according to an embodiment of the present invention.
  • the method for implementing the visualized IVR provided by the embodiment can be used in the system of the call center to realize that the voice playing content can be displayed on the operation interface, and the display of the operation interface and the synchronization of the voice playing can be effectively improved. user experience.
  • a method of implementing a visual IVR that includes the following specific steps:
  • Step 1 The mobile terminal requests a voice service from the telecommunication server
  • Step 2 The mobile terminal sends a request to the IVR server 10, and the IVR server 10 responds to the request of the mobile terminal;
  • Step 3 After receiving the request response of the IVR server 10, the IVR module 30 on the mobile terminal displays the text of the response on the mobile terminal.
  • Step 4 Click the corresponding UI button in the IVR module 30 on the mobile terminal according to the text of the display response, and the IVR module 30 on the mobile terminal sends a corresponding DTMF signal to the telecommunication server, and the telecommunication server responds to the mobile according to the received DTMF signal.
  • the request of the terminal, the telecommunication server dials and plays the next period of dialing;
  • Step 5 Repeat step four above until the desired service end point is reached or an on-hook signal is received.
  • the above method for implementing the visualized IVR by setting the IVR module 30 on the mobile terminal, and displaying the content of the voice play on the interface of the IVR module 30 of the mobile terminal, the user only needs to select the corresponding button on the interface of the IVR module 30 of the mobile terminal.
  • the interface of the IVR module 30 of the mobile terminal can directly transmit the service menu button to the telecommunication server, and the IVR server 10 displays the response text on the interface of the IVR module 30 of the mobile terminal in response to the request of the interface of the IVR module 30 of the mobile terminal, and can transmit the voice.
  • the play content is displayed on the operation interface of the IVR module 30 of the mobile terminal, and the display of the IVR module 30 of the mobile terminal and the synchronization of the voice play can effectively improve the user experience.
  • the IVR server 10 and the telecommunication server establish a relationship list.
  • the text of the response is visual information
  • the visual information includes at least one of voice, text, video, and web address.
  • the relationship between the IVR server 10 and the telecommunication server is as follows:
  • the IVR server 10 periodically stores and maintains the data of the telecommunication server.
  • the DTMF signal in the above step 5 is an internal signal sent by the mobile terminal to the telecommunication server through the telephone network, similar to voice, the voice channel, and the mobile terminal itself has the function of transmitting DTMF audio.
  • the IVR server 10 determines whether to update the relationship list established with the telecommunication server.
  • the relationship list of the IVR server 10 and the telecommunication server is manually set, and the new list is set at the same time.
  • the relationship list automatically overwrites the last relationship list.
  • the IVR server 10 responds to the request of the mobile terminal, so that different settings of the relationship list can be performed according to the needs of each user, and the entire method is implemented. Universality.
  • each established relationship list is automatically stored in the storage area of the IVR server 10.
  • the IVR server 10 After receiving the request of the mobile terminal, the IVR server 10 first calls the latest relationship list from the storage area, and after matching according to the current request and the relationship list, the matched result (ie, the response text) is further matched. Send to mobile terminal.
  • the IVR module 30 on the mobile terminal sends a corresponding DTMF signal to the telecommunication server, and the telecommunication server first analyzes and determines the current state of the DTMF signal, and plays according to the judgment structure.
  • a dialing tone In other embodiments, in the fourth step, the IVR module 30 on the mobile terminal sends a corresponding DTMF signal to the telecommunication server, and the telecommunication server first analyzes and determines the current state of the DTMF signal, and plays according to the judgment structure. A dialing tone.
  • the telecommunication server first analyzes and determines the current state of the DTMF signal, and specifically refers to which layer of the current signal is in the relationship list, thereby determining the current state of the operation, the state including the selection. Language, select service content.
  • the embodiment further provides a system for implementing visual IVR, which includes a telecommunication server, an IVR server 10, and a mobile terminal, wherein the telecommunication server is used for a voice request of the mobile terminal, and is connected to the mobile terminal; the mobile terminal is provided with an IVR module. 30.
  • the IVR module 30 is configured to display the visual IVR operation of the user, request visual information from the IVR server 10, initiate a DTMF signal to the telecommunication server, trigger an IVR action, and connect to the telecommunication server and the IVR server 10 respectively; the IVR server 10, A profile for establishing a relationship with the telecommunications server, storing and maintaining the telecommunications server, and providing visual information in response to the request of the IVR module 30.
  • the telecommunication server is provided with a telecommunication IVR module 20, and the telecommunication IVR module 20 is used for establishing a list with the IVR server 10, and is respectively connected to the IVR module 30 and the IVR server 10.

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  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
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  • Computer Networks & Wireless Communication (AREA)
  • Telephonic Communication Services (AREA)

Abstract

本发明涉及一种实现可视化IVR的方法及其系统，该方法包括移动终端通过拨打电话号码向电信业务服务器请求语音服务，同时向IVR服务器请求显示当前对应电话号码的语音内容；IVR服务器发送响应信息给移动终端上的IVR模块， IVR模块接收信息后，在移动终端上显示当前语音内容文本与UI；根据显示内容，点击IVR模块中的对应UI按钮， IVR模块通过电信网络通道向电信业务服务器发送DTMF信号，电信业务服务器根据接收的DTMF信号，播放对应读音；重复发送语音请求，直至达到所需服务终点或收到挂机信号，将语音播放内容在移动终端的IVR模块操作界面上显示，移动终端的IVR模块的显示和语音播放的同步，能够有效的改善用户体验。

Description

一种实现可视化IVR的方法及其系统
技术领域
本发明涉及的技术领域，尤其是一种实现可视化IVR的方法以及该实现可视化IVR的系统。
背景技术
互动式语音应答(Interactive Voice Response，简称为IVR) 业务是指用户可使用电话即可进入服务中心，根据语音操作提示进行业务选择操作，且服务中心将根据用户的业务选择操作播放有关的信息或者执行相关的业务。
IVR（Interactive Voice Response, 即交互式语音应答)，是呼叫中心的重要组成部分，能完成引导用户进行服务选择、自动语音报读、自动传真收发,转人工接续等功能，是客服中心实现7×24小时服务的重要手段。
IVR 技术是目前通信应用的一个常见的平台，各种呼叫中心都采取了IVR 语音接入方式接入客户，且随着业务逻辑的不断扩展，IVR 语音平台的业务逻辑以及菜单的复杂度都在不断增加，用户需要多次按键，或等候菜单提示语音，用户体验较差。
如图1所示为传统的IVR流程，即拨打客服电话时，需要一边听语音播报， 一边选择需要的服务往下接续，与人群的习惯程度、熟悉程度相关，带来或多或少的不便。
因此，有必要设计一种，实现可视化IVR的方法，实现能够将语音播放内容在操作界面上显示，并且，操作界面的显示和语音播放的同步，能够有效的改善用户体验。
发明内容
本发明的目的在于提供一种实现可视化IVR的方法及其系统，旨在解决现有技术中，传统的IVR流程需要一边听语音播报，一边选择需要的服务往下接续，与人群的习惯程度、熟悉程度相关，带来不便的问题。
本发明是这样实现的，一种实现可视化IVR的方法，包括以下具体步骤：
步骤一、移动终端向电信服务器请求语音服务；
步骤二、移动终端向 IVR服务器发送请求，IVR服务器响应移动终端的请求；
步骤三、移动终端上的IVR模块接收到IVR服务器的请求响应后，在移动终端上显示响应的文本；
步骤四、根据显示响应的文本，点击移动终端上的IVR模块中的对应UI按钮，同时移动终端上的IVR模块向电信服务器发送对应的DTMF信号，电信服务器根据接收的DTMF信号，响应移动终端的请求，电信服务器拨放下一段拨读音；
步骤五、重复上述步骤四，直至达到所需服务终点或收到挂机信号。进一步地，在所述步骤二中还包括所述IVR服务器与电信服务器建立关系列表。
进一步地，所述步骤三中，响应的文本为可视信息，所述可视信息包括语音、文本、视频、网址至少一种。
进一步地，所述步骤二中，IVR服务器定期存贮和维护电信服务器的资料。
进一步地，所述步骤五中的DTMF信号为移动终端通过电话网络发到电信服务器上的内部信号。
本发明还提供了一种实现可视化IVR的系统，包括电信服务器、IVR服务器以及移动终端；
所述电信服务器用于移动终端的语音请求，与所述移动终端连接；
所述移动终端内设有IVR模块，所述IVR模块用于展示用户可视的IVR操作，向所述IVR服务器请求可视信息，向所述电信服务器发起DTMF信号，触发一个IVR动作，分别与所述电信服务器以及所述IVR服务器连接；
所述IVR服务器，用于与电信服务器建立关系列表，存贮和维护电信服务器的资料，响应所述IVR模块的请求，提供可视信息。
进一步地，所述电信服务器内设有电信IVR模块；
所述电信IVR模块用于与所述IVR服务器进行列表的建立，分别与所述IVR模块以及所述IVR服务器连接。
与现有技术相比，本发明提供的一种实现可视化IVR的方法，通过在移动终端上设置IVR模块，在移动终端的IVR模块界面展示语音播放的内容，用户只需要在移动终端的IVR模块界面选择相应的按键，移动终端的IVR模块界面可以将业务菜单按键直接传送给电信服务器，同时IVR服务器响应移动终端的IVR模块的界面的请求，在移动终端的IVR模块界面上显示响应文本，能够将语音播放内容在移动终端的IVR模块操作界面上显示，移动终端的IVR模块的显示和语音播放的同步，能够有效的改善用户体验。
附图说明
图1是传统的IVR的流程框图；
图2是本发明实施例提供的一种实现可视化IVR的方法的逻辑图；
图3是本发明实施例提供的一种实现可视化IVR的方法的流程框图；
图4是本发明实施例提供的实现可视化IVR的系统的结构框图。
具体实施方式
为了使本发明的目的、技术方案及优点更加清楚明白，以下结合附图及实施例，对本发明进行进一步详细说明。应当理解，此处所描述的具体实施例仅仅用以解释本发明，并不用于限定本发明。
以下结合具体实施例对本发明的实现进行详细的描述。
参照图1~4，为本发明提供的较佳实施例。
本实施例提供的一种实现可视化IVR的方法，可以运用在呼叫中心的系统中，实现能够将语音播放内容在操作界面上显示，并且，操作界面的显示和语音播放的同步，能够有效的改善用户体验。
一种实现可视化IVR的方法，包括以下具体步骤：
步骤一、移动终端向电信服务器请求语音服务；
步骤二、移动终端向 IVR服务器10发送请求，IVR服务器10响应移动终端的请求；
步骤三、移动终端上的IVR模块30接收IVR服务器10的请求响应后，在移动终端上显示响应的文本；
步骤四、根据显示响应的文本，点击移动终端上的IVR模块30中的对应UI按钮，同时移动终端上的IVR模块30向电信服务器发送对应的DTMF信号，电信服务器根据接收的DTMF信号，响应移动终端的请求，电信服务器拨放下一段段拨读音；
步骤五、重复上述步骤四，直至达到所需服务终点或收到挂机信号。
上述的一种实现可视化IVR的方法，通过在移动终端上设置IVR模块30，在移动终端的IVR模块30界面展示语音播放的内容，用户只需要在移动终端的IVR模块30界面选择相应的按键，移动终端的IVR模块30界面可以将业务菜单按键直接传送给电信服务器，同时IVR服务器10响应移动终端的IVR模块30的界面的请求，在移动终端的IVR模块30界面上显示响应文本，能够将语音播放内容在移动终端的IVR模块30操作界面上显示，移动终端的IVR模块30的显示和语音播放的同步，能够有效的改善用户体验。
更进一步的，在所述步骤二中还包括所述IVR服务器10与电信服务器建立关系列表。
上述的所述步骤三中，响应的文本为可视信息，所述可视信息包括语音、文本、视频、网址至少一种。
具体地，所述IVR服务器10与电信服务器建立的关系列表如下：
0 欢迎词；
01 普通话按1；
02 广东话按2；
011 查话费；
010 人工台。
在所述步骤二中，IVR服务器10定期存贮和维护电信服务器的资料。
在所述步骤三中，在不同的交互阶段，响应不同的文本，比如：在欢迎词->普通话就显示“1查话费 0转人工” 这样的响应文本给移动终端的IVR模块30。
上述步骤五中的DTMF信号为移动终端通过电话网络发到电信服务器上的内部信号，类似语音，走的语音通道，移动终端本身有发送DTMF音频的功能。
于其他实施例，在所述步骤二中，移动终端向 IVR服务器10发送请求之前，IVR服务器10判断是否更新与电信服务器建立的关系列表，当需要进行关系列表的更新时，则通过人为设定IVR服务器10与电信服务器的关系列表，同时设定的新的关系列表自动覆盖上次的关系列表，当不需要进行关系列表的更新时，IVR服务器10响应移动终端的请求，这样，可以根据各个用户的所需，进行关系列表的不同设置，实现整个方法的通用性。
当然，于其他实施例，在所述步骤二中，每一次建立的关系列表都自动存储到IVR服务器10的存储区域内。
更进一步的，IVR服务器10接收到移动终端的请求后，先从存储区域内调用最新的关系列表后，在根据当前的请求与关系列表进行匹配后，再将匹配后的结果（即响应文本）发送至移动终端。
于其他实施例，所述步骤四中，移动终端上的IVR模块30向电信服务器发送对应的DTMF信号，电信服务器先对DTMF信号进行分析判断该次信号当前对应的状态，根据判断结构进行播放下一段拨读音。
另外，上述的电信服务器先对DTMF信号进行分析判断该次信号当前对应的状态，具体指的是当前信号处于关系列表中的哪一层关系，从而判断当前操作所处的状态，该状态包括选择语言、选择服务内容。
本实施例还提供了一种实现可视化IVR的系统，其包括电信服务器、IVR服务器10以及移动终端，其中，电信服务器用于移动终端的语音请求，与移动终端连接；移动终端内设有IVR模块30，IVR模块30用于展示用户可视的IVR操作，向IVR服务器10请求可视信息，向电信服务器发起DTMF信号，触发一个IVR动作，分别与电信服务器以及IVR服务器10连接；IVR服务器10，用于与电信服务器建立关系列表，存贮和维护电信服务器的资料，响应IVR模块30的请求，提供可视信息。
另外，更进一步的，所述电信服务器内设有电信IVR模块20，电信IVR模块20用于与IVR服务器10进行列表的建立，分别与IVR模块30以及IVR服务器10连接。
以上所述仅为本发明的较佳实施例而已，并不用以限制本发明，凡在本发明的精神和原则之内所作的任何修改、等同替换和改进等，均应包含在本发明的保护范围之内。

Claims (7)

  1. 一种实现可视化IVR的方法，其特征在于，包括以下具体步骤：
    步骤一、移动终端通过拨打电话向电信业务服务器请求语音服务；
    步骤二、 移动终端上的IVR模块向IVR服务器请求显示当前拨打的电话号码对应的语音内容；
    步骤三、IVR服务器发送响应信息给移动终端上的IVR模块，移动终端上的IVR模块接收信息后，在移动终端上显示当前语音内容的文本及按钮；
    步骤四、根据显示内容，点击移动终端上的IVR模块中的对应UI按钮，此时移动终端上的IVR模块通过接通的电信网络通道向电信业务服务器发送DTMF信号;
    步骤五、电信业务服务器根据接收的DTMF信号，播放对应的下一步读音；
    步骤五六、重复上述步骤二至四五，直至达到所需服务终点或收到挂机信号。
  2. 如权利要求1所述的一种实现可视化IVR的方法，其特征在于，在所述步骤二中还包括所述IVR服务器与电信服务器建立关系列表。
  3. 如权利要求2所述的一种实现可视化IVR的方法，其特征在于，所述步骤三中，响应的文本为可视信息，所述可视信息包括语音、文本、视频、网址至少一种。
  4. 如权利要求1所述的一种实现可视化IVR的方法，其特征在于，所述步骤二中，IVR服务器定期存贮和维护电信服务器的资料。
  5. 如权利要求4所述的一种实现可视化IVR的方法，其特征在于，所述步骤五中的DTMF信号为移动终端通过电话网络发到电信服务器上的内部信号。
  6. 一种实现可视化IVR的系统，其特征在于，包括电信服务器、IVR服务器以及移动终端；
    所述电信服务器用于移动终端的语音请求，与所述移动终端连接；
    所述移动终端内设有IVR模块，所述IVR模块用于展示用户可视的IVR操作，向所述IVR服务器请求可视信息，向所述电信服务器发起DTMF信号，触发一个IVR动作，分别与所述电信服务器以及所述IVR服务器连接；
    所述IVR服务器，用于与电信服务器建立关系列表，存贮和维护电信服务器的资料，响应所述IVR模块的请求，提供可视信息。
  7. 如权利要求6所述的一种实现可视化IVR的系统，其特征在于，所述电信服务器内设有电信IVR模块；
    所述电信IVR模块用于与所述IVR服务器进行列表的建立，分别与所述IVR模块以及所述IVR服务器连接。
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