WO2020125529A1 - 互动式语音应答菜单的应用方法、系统、装置及存储介质 - Google Patents

互动式语音应答菜单的应用方法、系统、装置及存储介质 Download PDF

Info

Publication number
WO2020125529A1
WO2020125529A1 PCT/CN2019/124708 CN2019124708W WO2020125529A1 WO 2020125529 A1 WO2020125529 A1 WO 2020125529A1 CN 2019124708 W CN2019124708 W CN 2019124708W WO 2020125529 A1 WO2020125529 A1 WO 2020125529A1
Authority
WO
WIPO (PCT)
Prior art keywords
user
voice response
menu
historical
response menu
Prior art date
Application number
PCT/CN2019/124708
Other languages
English (en)
French (fr)
Inventor
刘波
Original Assignee
中兴通讯股份有限公司
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by 中兴通讯股份有限公司 filed Critical 中兴通讯股份有限公司
Publication of WO2020125529A1 publication Critical patent/WO2020125529A1/zh

Links

Images

Classifications

    • 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
    • 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

Definitions

  • the embodiments of the present application relate to the field of customer service interactive voice response, and particularly to an application method, system, device, and computer-readable storage medium of an interactive voice response menu.
  • the customer service system is one of the most important application systems in the business development of enterprises, providing users with rich value-added services and pre-sales and after-sales services.
  • the IVR (Interactive Voice Response) service is one of the important service capabilities, providing users with interactive voice services.
  • IVR services include CRBT (mobile self-operated), online song ordering, voice information services, voice games, multi-party conferences, background music calls, chatting and making friends, etc.
  • the IVR business is mainly to replicate the business model of the previous sound station, while also providing virtual identity theme chat and peer-to-peer chat services.
  • the user accesses the IVR business process of the call center by dialing the phone number or access code provided by the enterprise.
  • the IVR service broadcasts the IVR menu for the user according to the pre-customized business process and accepts the user's keys or voice Wait for the feedback information, and then play the next menu according to the user's feedback, through the broadcast or display of the fixed menu layer by layer, and finally guide the user into the business management process that the user actually needs.
  • the purpose of the embodiments of the present application is to provide an application method, system, device and computer-readable storage medium for an interactive voice response menu, which can save the user's business processing time and improve the user's experience.
  • an application method of an interactive voice response menu which includes: collecting first characteristic information for characterizing historical user's call habits and behavior habits; according to the first characteristic information Establish a historical user feature model; set up a dedicated voice response menu corresponding to the historical user feature model; obtain the current incoming user's identity information; and display the dedicated voice response corresponding to the identity information to the current incoming user Menu or default menu.
  • An embodiment of the present application also provides an interactive voice response menu system, including: a user data collection module, a user data storage module, a user data extraction module, a user model analysis module, an interactive voice response menu engine, and an interactive voice response Menu component library;
  • the user data collection module is configured to collect first characteristic information used to characterize a user's calling habits and behavior habits;
  • the user data storage module is configured to store the first characteristic information of the user;
  • the user data extraction module is configured to extract the first feature information of the user;
  • the user model analysis module is configured to analyze the user model and behavior model;
  • the interactive voice response menu engine is configured according to the user model and all The behavior model to generate the user's interactive voice response menu;
  • the interactive voice response menu component library is configured to dynamically mount buttons corresponding to the user's interactive voice response menu according to priority.
  • An embodiment of the present application further provides an application device for an interactive voice response menu, including: at least one processor; and a memory communicatively connected to the at least one processor; wherein the memory stores The instructions executed by the at least one processor are executed by the at least one processor, so that the at least one processor can execute the application method of the interactive voice response menu described above.
  • Embodiments of the present application also provide a computer-readable storage medium that stores a computer program, which when executed by a processor implements the aforementioned application method of the interactive voice response menu.
  • the presentation of the dedicated voice response menu or the default menu corresponding to the identity information to the current incoming user specifically includes: judging based on the identity information whether it can be extracted from the historical user feature model The incoming user feature model matched by the incoming user, if not, the default menu is displayed to the incoming user; if yes, the exclusive user corresponding to the incoming user feature model is displayed to the incoming user Voice response menu.
  • the collecting first characteristic information for characterizing the call habits and behavior habits of historical users specifically includes: collecting historical voice call records and historical click information of the historical users, and recording the historical voice call records and the history Click information as the first feature information.
  • the establishing a historical user feature model based on the first feature information specifically includes: establishing a user model based on the historical voice call record, establishing a behavior model based on the historical click information, and integrating the user model and the behavior The model serves as the historical user characteristic model.
  • the method before the setting of the dedicated voice response menu corresponding to the historical user feature model, it further includes: determining whether the historical user feature model satisfies preset conditions, and if so, performing the setting and the historical user A dedicated voice response menu corresponding to the feature model; after the feature model of the incoming user can be extracted based on the identity information, the method further includes: determining whether there is a dedicated voice response corresponding to the feature model of the incoming user If there is a menu, then execute the presentation of the dedicated voice response menu corresponding to the characteristic model of the incoming user to the incoming user.
  • the method further includes: when displaying the default menu to the incoming user, according to the priority A button corresponding to the default menu is dynamically mounted; when displaying the dedicated call menu to the incoming user, the button corresponding to the dedicated call menu is dynamically mounted according to priority.
  • the method further includes: storing the voice call record and click information of the incoming user.
  • the collecting voice call records and click information of the incoming user specifically includes: receiving the voice call record and storing it in an unstructured database; receiving the click information and storing it in a structured Database.
  • FIG. 1 is a flowchart of an application method of an interactive voice response menu according to the first embodiment of the present application
  • FIG. 2 is a flowchart of an application method of an interactive voice response menu according to a second embodiment of the present application
  • FIG. 3 is a flowchart of an application method of an interactive voice response menu according to a third embodiment of the present application.
  • FIG. 4 is a schematic structural diagram of an application device for an interactive voice response menu according to a fourth embodiment of the present application.
  • the first embodiment of the present application relates to an application method of an interactive voice response menu.
  • the core of this embodiment lies in: collecting first characteristic information for characterizing historical user's call habits and behavior habits; according to the first characteristic information Establish a historical user feature model; set up a dedicated voice response menu corresponding to the historical user feature model; obtain the current incoming user's identity information; and display the dedicated voice response corresponding to the identity information to the current incoming user Menu or default menu.
  • users can quickly and easily enter the business process they want to handle, providing users with accurate and efficient personalized services, saving users' business processing time and improving the user experience.
  • the implementation details of the interactive voice response menu application method of this embodiment will be described below in detail. The following content is only for the implementation details provided for easy understanding, and is not necessary to implement the solution.
  • the specific process is shown in FIG. 1 and includes the following steps.
  • S101 Collect first characteristic information used to characterize historical user's call habits and behavior habits.
  • the collecting first characteristic information for characterizing the call habits and behavior habits of historical users includes: collecting historical voice call records and historical click information of the historical users, and converting the historical voice
  • the call record and the historical click information are used as the first feature information.
  • the IVR service broadcasts the IVR menu for the user according to a pre-customized business process, and accepts feedback information such as the user's keys or voice
  • the historical click information is the history of the user's key press when handling the IVR service, For example, after dialing the phone, the user will be prompted with a voice prompt to press 1 to enter the first service, and press the number 2 to enter the second service. , Press the number key 2 to enter the second sub-service, etc., the user will operate again according to their own needs, until entering the business that needs to be processed, the key operation of these users in the processing business process is the user's click information.
  • S102 Establish a historical user feature model according to the first feature information.
  • the establishing a historical user feature model based on the first feature information specifically includes: establishing a user model based on the historical voice call record, establishing a behavior model based on the historical click information, and converting the The user model and the behavior model serve as the historical user feature model. Since the data types of historical voice call records and historical click information are different, different models are set for different types of information to facilitate distributed storage and analysis of the system.
  • the historical user feature model includes the historical voice call records and historical click information of the historical user, that is, from the historical user feature model, the last business process that the user needs to handle can be known ,
  • Set up a dedicated voice response menu corresponding to the historical user feature model the dedicated voice response menu contains buttons that can directly enter the business process that the historical user finally needs to handle, and when the historical user handles the IVR service again, the user will be shown the exclusive
  • the voice response menu enables the user to directly enter the business process that needs to be processed by pressing a button when he needs to handle the same business, saving the user's business processing time and improving the user's experience.
  • S104 Obtain the identity information of the current incoming user.
  • the identity information includes the user's ID number, phone number, web chat ID, and so on.
  • step S105 Determine whether the incoming user feature model matching the incoming user can be extracted from the historical user feature model based on the identity information. If not, perform step S106; if yes, perform step S107.
  • step S105 specifically, if the user handles the IVR service for the first time, the user's user characteristic model will not be saved in the system, and the system's default menu will be displayed to the user at this time. If the user is not the first Once the IVR service is applied (that is, it has been processed one or more times), the incoming user feature model matching the incoming user can be extracted from the historical user feature model, and then the user corresponding to the user feature model is displayed The dedicated voice response menu.
  • the method further includes: displaying to the incoming user
  • the keys corresponding to the default menu are dynamically mounted according to priority
  • the exclusive call menu is displayed to the incoming user
  • the keys corresponding to the exclusive voice response menu are dynamically mounted according to the priority Button.
  • the embodiments of the present application collect the first feature information used to characterize the call habits and behavior habits of historical users to obtain the call content of the historical users in the process of handling IVR (Interactive Voice Response) services And the key click situation (ie, the first feature information), and then establish a historical user feature model based on the first feature information, and set up a dedicated voice response menu corresponding to the historical user feature model, so that the system will target the language of the user who has handled the IVR service Habit and click button habit to set up a dedicated voice response menu for it, when there is a user incoming, get the identity information of the current incoming user; according to the identity information, determine whether the call matching the incoming user can be extracted from the historical user feature model Incoming user feature model, if possible, show the exclusive voice response menu corresponding to the incoming user feature model to the inbound user, so that users who have previously handled IVR services can intelligently dynamically adjust the user's IVR when they re-apply for IVR services Menus and playback (that is
  • the second embodiment of the present application relates to an application method of an interactive voice response menu.
  • the second embodiment is a further improvement based on the first embodiment.
  • the specific improvement lies in:
  • the method Before the setting of the dedicated voice response menu corresponding to the historical user feature model, it further includes: determining whether the historical user feature model meets preset conditions, and if so, then performing the setting and the historical user feature A dedicated voice response menu corresponding to the model; after the feature model of the incoming user can be extracted based on the identity information, the method further includes: determining whether there is the dedicated voice response menu corresponding to the feature model of the incoming user If there is, then execute the presentation of the dedicated voice response menu corresponding to the incoming user feature model to the incoming user.
  • FIG. 2 The specific process of this embodiment is shown in FIG. 2 and includes the following steps.
  • S201 Collect first characteristic information used to characterize historical user's call habits and behavior habits.
  • the preset condition can be set according to actual needs. For example, it can be determined whether the number of times a user handles a certain business is greater than a preset threshold. If so, it is determined that the historical user feature model satisfies the preset condition.
  • the user's identity information determines whether the user is a VIP user, and if so, determines that the historical user feature model meets the preset conditions.
  • Steps S201 to S202 and S204 in this embodiment are similar to steps S101 to S102 and S104 in the first embodiment. To avoid repetition, they are not repeated here.
  • step S205 Determine whether the incoming user feature model matching the incoming user can be extracted from the historical user feature model based on the identity information. If not, perform step S206; if yes, perform step S207.
  • step S207 Determine whether there is a dedicated voice response menu corresponding to the incoming user feature model. If so, perform step S208; if not, perform step S206.
  • the embodiments of the present application collect the first feature information used to characterize the call habits and behavior habits of historical users to obtain the call content of the historical users in the process of handling IVR (Interactive Voice Response) services And the key click situation (ie, the first feature information), and then establish a historical user feature model based on the first feature information, and set up a dedicated voice response menu corresponding to the historical user feature model, so that the system will target the language of the user who has handled the IVR service Habit and click button habit to set up a dedicated voice response menu for it, when there is a user incoming, get the identity information of the current incoming user; according to the identity information, determine whether the call matching the incoming user can be extracted from the historical user feature model Incoming user feature model, if possible, show the exclusive voice response menu corresponding to the incoming user feature model to the inbound user, so that users who have previously handled IVR services can intelligently dynamically adjust the user's IVR when they re-apply for IVR services Menus and playback (that is
  • the third embodiment of the present application relates to an application method of an interactive voice response menu.
  • the third embodiment is further improved on the basis of the first embodiment.
  • the specific improvement lies in:
  • the method further includes: storing the voice call record and click information of the incoming user.
  • the voice call record and click information of the incoming user in order to subsequently set up a dedicated language response menu for a user who has not set up a dedicated language response menu, the user can directly enter the actual required service when handling the IVR service again In the process of processing, the user's business processing time is saved, and the user's experience is improved.
  • the specific process of this embodiment is shown in FIG. 3 and includes the following steps.
  • S301 Collect the first characteristic information used to characterize the call habits and behavior habits of historical users.
  • step S305 Determine whether the incoming user feature model matching the incoming user can be extracted from the historical user feature model based on the identity information. If not, perform step S306; if it can, perform step S307.
  • Steps S301 to S307 in this embodiment are similar to steps S101 to S107 in the first embodiment. In order to avoid repetition, they will not be repeated here.
  • S308 Store the voice call record and click information of the incoming user.
  • the storing of the voice call record and click information of the incoming user specifically includes: receiving the voice call record and storing it in an unstructured database; receiving the click information and Store it in a structured database.
  • the data types of the user's voice call records and click information are inconsistent, and the system cannot directly store and analyze the user's voice call records and click information. Therefore, the voice calls need to be stored in an unstructured database.
  • the unstructured database in this embodiment is a distributed NoSQL system. NoSQL is a brand-new database revolutionary movement. Some people suggested in the early days that the trend will increase even further in 2009. The proponents of NoSQL advocate the use of non-relational data storage. Compared with the overwhelming use of relational databases, this concept is undoubtedly a new injection of thinking.
  • the embodiments of the present application collect the first feature information used to characterize the call habits and behavior habits of historical users to obtain the call content of the historical users in the process of handling IVR (Interactive Voice Response) services And the key click situation (ie, the first feature information), and then establish a historical user feature model based on the first feature information, and set up a dedicated voice response menu corresponding to the historical user feature model, so that the system will target the language of the user who has handled the IVR service Habit and click button habit to set up a dedicated voice response menu for it, when there is a user incoming, get the identity information of the current incoming user; according to the identity information, determine whether the call matching the incoming user can be extracted from the historical user feature model Incoming user feature model, if possible, show the exclusive voice response menu corresponding to the incoming user feature model to the inbound user, so that users who have previously handled IVR services can intelligently dynamically adjust the user's IVR when they re-apply for IVR services Menus and playback (that is
  • the fourth embodiment of the present application relates to an interactive voice response menu system, including: a user data collection module, a user data storage module, a user data extraction module, a user model analysis module, an interactive voice response menu engine, and an interactive voice response Menu component library;
  • the user data collection module is configured to collect first characteristic information used to characterize a user's calling habits and behavior habits;
  • the user data storage module is configured to store the first characteristic information of the user;
  • the user data extraction module is configured to extract the first feature information of the user;
  • the user model analysis module is configured to analyze the user model and behavior model;
  • the interactive voice response menu engine is configured according to the user model and all The behavior model to generate the user's interactive voice response menu;
  • the interactive voice response menu component library is configured to dynamically mount buttons corresponding to the user's interactive voice response menu according to priority.
  • Step 1 Record information such as user calls or clicks using the customer service system, and component information flow data.
  • Step 2 Store the structured data in a structured database.
  • Step 3 Store unstructured data to a distributed NOSQL system.
  • Step 1 Receive the user structured data collected by the user data collection module.
  • Step 2 Receive user unstructured data collected by the user data collection module.
  • Step 3 Analyze the received user data and store or update the user data information.
  • Step 1 Extract user characteristics, get user ID, such as phone number, web chat ID, etc.
  • Step 2 Correlate different user data.
  • Step 3 Based on the collected user data, typed user models, user behavior patterns, etc.
  • Step 1 The user dials the access code or calls the IVR system on the page.
  • Step 2 After the user accesses, extract the user model and behavior model according to the user number and other information. If the extraction fails or the matching fails, the default menu is displayed.
  • Step 3 The user model and behavior model are successfully extracted, query the IVR menu component library to see if there is a corresponding menu, and there is no corresponding menu to display the default menu.
  • Step 4 The menu query is successful, and the corresponding button of the menu is dynamically mounted according to the priority.
  • Step 5 In the activation process 1, collect new data generated by the user using the system, record or update user data.
  • the embodiments of the present application collect the first feature information used to characterize the call habits and behavior habits of historical users to obtain the call content of the historical users in the process of handling IVR (Interactive Voice Response) services And the key click situation (ie, the first feature information), and then establish a historical user feature model based on the first feature information, and set up a dedicated voice response menu corresponding to the historical user feature model, so that the system will target the language of the user who has handled the IVR service Habit and click button habit to set up a dedicated voice response menu for it, when there is a user incoming, get the identity information of the current incoming user; according to the identity information, determine whether the call matching the incoming user can be extracted from the historical user feature model Incoming user feature model, if possible, show the exclusive voice response menu corresponding to the incoming user feature model to the inbound user, so that users who have previously handled IVR services can intelligently and dynamically adjust the user's IVR when they handle IVR services again Menus and playback (that is, providing
  • IVR Interactive Voice
  • the fifth embodiment of the present application relates to an application device for an interactive voice response menu. As shown in FIG. 4, it includes: at least one processor 401; and a memory 402 in communication connection with at least one processor 401; There are stored instructions executable by the at least one processor 401, and the instructions are executed by the at least one processor 401, so that the at least one processor 401 can execute the application method of the interactive voice response menu.
  • the memory 402 and the processor 401 are connected in a bus manner.
  • the bus may include any number of interconnected buses and bridges.
  • the bus connects one or more processors 401 and various circuits of the memory 402 together.
  • the bus can also connect various other circuits such as peripheral devices, voltage regulators, and power management circuits, etc., which are well known in the art, and therefore, they will not be further described in this article.
  • the bus interface provides an interface between the bus and the transceiver.
  • the transceiver can be a single element or multiple elements, such as multiple receivers and transmitters, providing a unit for communicating with various other devices on the transmission medium.
  • the data processed by the processor 401 is transmitted on the wireless medium through the antenna. Further, the antenna also receives the data and transmits the data to the processor 401.
  • the processor 401 is responsible for managing the bus and general processing, and can also provide various functions, including timing, peripheral interfaces, voltage regulation, power management, and other control functions.
  • the memory 402 can be used to store data used by the processor 401 when performing operations.
  • the sixth embodiment of the present application relates to a computer-readable storage medium that stores a computer program.
  • the computer program is executed by the processor, the above method embodiments are implemented.
  • a storage medium includes several instructions to make a device ( It may be a single chip microcomputer, a chip, etc.) or a processor to execute all or part of the steps of the methods described in the embodiments of the present application.
  • the aforementioned storage media include: U disk, mobile hard disk, read-only memory (ROM, Read-Only Memory), random access memory (RAM, Random Access Memory), magnetic disk or optical disk and other media that can store program code .

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • User Interface Of Digital Computer (AREA)
  • Telephonic Communication Services (AREA)

Abstract

本申请实施例涉及客服互动式语音应答领域，公开了一种互动式语音应答菜单的应用方法、系统、装置及计算机可读存储介质。互动式语音应答菜单的应用方法包括：采集用于表征历史用户通话习惯及行为习惯的第一特征信息；根据第一特征信息建立历史用户特征模型；设置与历史用户特征模型对应的专属语音应答菜单；获取当前呼入用户的身份信息；向所述当前呼入用户展示与所述身份信息对应的所述专属语音应答菜单或默认菜单。

Description

互动式语音应答菜单的应用方法、系统、装置及存储介质
交叉引用
本申请引用于2018年12月19日递交的名称为“互动式语音应答菜单的应用方法、系统、装置及存储介质”的第201811556752.0号中国专利申请，其通过引用被全部并入本申请。
技术领域
本申请实施例涉及客服互动式语音应答领域，特别涉及一种互动式语音应答菜单的应用方法、系统、装置及计算机可读存储介质。
背景技术
客服系统是企业业务开展中非常重要的应用系统之一，为用户提供丰富的增值业务和售前售后服务。其中IVR(互动式语音应答)业务是其中重要服务能力之一，为用户提供交互式语音服务。IVR业务包括彩铃(移动自己运营)、在线点歌、语音信息服务、语音游戏、多方会议、背景音乐通话以及聊天交友等等。实质上，IVR业务主要是复制以前声讯台的业务模式，同时也提供了虚拟身份的主题聊天和点对点聊天业务。在现有技术中，用户通过拨打企业提供的电话号码或接入码接入到呼叫中心的IVR业务流程，IVR业务根据预先定制的业务流程，为用户播报IVR菜单，并接受用户的按键或语音等反馈信息，再根据用户的反馈播放下一级菜单，通过一层一层的固定菜单的播报或展示，最后引导用户进入到用户实际需要的业务办理流程中。
发明人发现现有技术中至少存在如下问题：IVR业务中的业务逻辑、放音、菜单的内容和层级都是固定的，没有办法在部署上线后进行动态调整，即用户每次拨打电话时均会向用户提供相同的默认菜单，使得用户在进入到需要办理的业务流程的过程中需要完成多次交互，耗时较长，影响了用户的使用体验。
发明内容
本申请实施例的目的在于提供一种互动式语音应答菜单的应用方法、系统、装置及计算机可读存储介质，其能够节约用户的业务办理时间，提高用户的使用体验。
为解决上述技术问题，本申请的实施例提供了一种互动式语音应答菜单的应用方法，包括：采集用于表征历史用户通话习惯及行为习惯的第一特征信息；根据所述第一特征信息建立历史用户特征模型；设置与所述历史用户特征模型对应的专属语音应答菜单；获取当前呼入用户的身份信息；向所述当前呼入用户展示与所述身份信息对应的所述专属语音应答菜单或默认菜单。
本申请的实施例还提供了一种互动式语音应答菜单系统，包括：用户数据收集模块、用户数据存储模块、用户数据提取模块、用户模型分析模块、互动式语音应答菜单引擎及互动式语音应答菜单组件库；所述用户数据收集模块配置为采集用于表征用户通话习惯及行为习惯的第一特征信息；所述用户数据存储模块配置为存储所述用户的所述第一特征信息；所述用户数据提取模块配置为提取所述用户的所述第一特征信息；所述用户模型分析模块配置为分析用户模型和行为模型；所述互动式语音应答菜单引擎配置为根据所述用户模型和所述行为模型，生成所述用户的互动式语音应答菜单；所述互动式语音应答菜单组件库配置为根据优先级动态挂载与所述用户的互动式语音应答菜单对应的按键。
本申请的实施例还提供了一种互动式语音应答菜单的应用装置，包括：至少一个处理器；以及，与所述至少一个处理器通信连接的存储器；其中，所述存储器存储有可被所述至少一个处理器执行的指令，所述指令被所述至少一个处理器执行，以使所述至少一个处理器能够执行上述的互动式语音应答菜单的应用方法。
本申请的实施例还提供了一种计算机可读存储介质，存储有计算机程序，所述计算机程序被处理器执行时实现上述的互动式语音应答菜单的应用方法。
另外，所述向所述当前呼入用户展示与所述身份信息对应的专属语音应答菜单或默认菜单，具体包括：根据所述身份信息判断是否能够从所述历史用户特征模型中提取到与所述呼入用户匹配的呼入用户特征模型，若不能，则向所述呼入用户展示默认菜单；若能，则向所述呼入用户展示与所述呼入用户特征模型对应的所述专属语音应答菜单。
另外，所述采集用于表征历史用户通话习惯及行为习惯的第一特征信息，具体包括：采集所述历史用户的历史语音通话记录及历史点击信息，将所述历史语音通话记录及所述历史点击信息作为所述第一特征信息。
另外，所述根据所述第一特征信息建立历史用户特征模型，具体包括：根据所述历史语音通话记录建立用户模型，根据所述历史点击信息建立行为模型，将所述用户模型及所述行为模型作为所述历史用户特征模型。
另外，在所述设置与所述历史用户特征模型对应的专属语音应答菜单之前，还包括：判断所述历史用户特征模型是否满足预设条件，若是，则再执行所述设置与所述历史用户特征模型对应的专属语音应答菜单；在所述若能够根据所述身份信息提取所述呼入用户特征模型之后，还包括：判断是否有与所述呼入用户特征模型对应的所述专属语音应答菜单，若有，则再执行所述向所述呼入用户展示与所述呼入用户特征模型对应的所述专属语音应答菜单。
另外，在向所述呼入用户展示所述默认菜单或向所述呼入用户展示所述专属语音应答菜单之后，还包括：在向所述呼入用户展示所述默认菜单时，根据优先级动态挂载与所述默认菜单对应的按键；在向所述呼入用户展示所述专属通话菜单时，根据优先级动态挂载与所述专属通话菜单对应的按键。
另外，在向所述呼入用户挂载与所述默认菜单对应的按键或与所述专属语音应答菜单对应的按键之后，还包括：存储所述呼入用户的语音通话记录及点击信息。
另外，所述收集所述呼入用户的语音通话记录及点击信息，具体包括：接收所述语音通话记录并将其存储在非结构化数据库中；接收所述点击信息并将其存储在结构化数据库中。
附图说明
一个或多个实施例通过与之对应的附图中的图片进行示例性说明，这些示例性说明并不构成对实施例的限定，附图中具有相同参考数字标号的元件表示为类似的元件，除非有特别申明，附图中的图不构成比例限制。
图1是根据本申请第一实施例提供的互动式语音应答菜单的应用方法的流程图；
图2是根据本申请第二实施例提供的互动式语音应答菜单的应用方法的流程图；
图3是根据本申请第三实施例提供的互动式语音应答菜单的应用方法的流程图；
图4是根据本申请第四实施例提供的互动式语音应答菜单的应用装置的结构示意图。
具体实施方式
为使本申请实施例的目的、技术方案和优点更加清楚，下面将结合附图对本申请的各 实施例进行详细的阐述。然而，本领域的普通技术人员可以理解，在本申请各实施例中，为了使读者更好地理解本申请而提出了许多技术细节。但是，即使没有这些技术细节和基于以下各实施例的种种变化和修改，也可以实现本申请所要求保护的技术方案。
本申请的第一实施例涉及一种互动式语音应答菜单的应用方法，本实施例的核心在于：采集用于表征历史用户通话习惯及行为习惯的第一特征信息；根据所述第一特征信息建立历史用户特征模型；设置与所述历史用户特征模型对应的专属语音应答菜单；获取当前呼入用户的身份信息；向所述当前呼入用户展示与所述身份信息对应的所述专属语音应答菜单或默认菜单。通过此种方式可以使用户方便快捷地进入想要办理的业务流程中，为用户提供了准确的、高效的个性化服务，节约了用户的业务办理时间，提高用户的使用体验。下面对本实施例的互动式语音应答菜单应用方法的实现细节进行具体的说明，以下内容仅为方便理解提供的实现细节，并非实施本方案的必须，具体流程如图1所示，包括以下步骤。
S101：采集用于表征历史用户通话习惯及行为习惯的第一特征信息。
关于步骤S101，具体的说，所述采集用于表征历史用户通话习惯及行为习惯的第一特征信息，具体包括：采集所述历史用户的历史语音通话记录及历史点击信息，将所述历史语音通话记录及所述历史点击信息作为所述第一特征信息。可以理解的是，由于IVR业务根据预先定制的业务流程，为用户播报IVR菜单，并接受用户的按键或语音等反馈信息，所述历史点击信息即为历史用户在办理IVR业务时的按键情况，如用户在拨打电话后会有语音提示用户按1进入第一服务，按数字键2进入第二服务等，用户在按下数字键2后又会有语音提示按数字键1进入第一子服务，按数字键2进入第二子服务等，用户便根据自己的需求再次操作，直至进入需要办理的业务为止，这些用户在办理业务流程中的按键操作就是该用户的点击信息。
S102：根据第一特征信息建立历史用户特征模型。
关于步骤S102，具体的说，所述根据所述第一特征信息建立历史用户特征模型，具体包括：根据所述历史语音通话记录建立用户模型，根据所述历史点击信息建立行为模型，将所述用户模型及所述行为模型作为所述历史用户特征模型。由于历史语音通话记录与历史点击信息的数据类型是不一样的，通过针对不同的信息类型设置不同的模型，以便于系统分布式存储、分析。
S103：设置与历史用户特征模型对应的专属语音应答菜单。
关于步骤S103，具体的说，在上述步骤中可知，历史用户特征模型中包含了历史用 户的历史语音通话记录及历史点击信息，即从历史用户特征模型中可以得知用户最后需要办理的业务流程，设置与历史用户特征模型对应的专属语音应答菜单，该专属语音应答菜单中包含能够直接进入历史用户最后需要办理的业务流程的按键，当历史用户再次办理IVR业务时，会向该用户展示专属语音应答菜单，使得用户在需要办理相同业务时通过一次按键后便可直接进入需要办理的业务流程，节省了用户的业务办理时间，提高了用户的使用体验。
S104：获取当前呼入用户的身份信息。
关于步骤S104，具体的说，所述身份信息包括用户的身份证号、电话号码、网聊ID等等。
S105：根据身份信息判断是否能够从历史用户特征模型中提取到与呼入用户匹配的呼入用户特征模型，若不能，则执行步骤S106；若能，则执行步骤S107。
关于步骤S105，具体的说，如果该用户第一次办理IVR业务，则系统中不会保存该用户的用户特征模型，此时就会向该用户展示系统的默认菜单，如果该用户并不是第一次办理IVR业务(即已经办理了一次或多次)，便可从历史用户特征模型中提取到与呼入用户匹配的呼入用户特征模型，再向该用户展示与该用户特征模型对应的所述专属语音应答菜单。
S106：向呼入用户展示默认菜单。
S107：向呼入用户展示专属语音应答菜单。
值得一提的是，在本实施例中，向所述呼入用户展示所述默认菜单或向所述呼入用户展示所述专属语音应答菜单之后，还包括：在向所述呼入用户展示所述默认菜单时，根据优先级动态挂载与所述默认菜单对应的按键；在向所述呼入用户展示所述专属通话菜单时，根据优先级动态挂载与所述专属语音应答菜单对应的按键。如此用户便可进行按键操作以进入自己想要办理的业务流程中。
本申请的实施例相对于现有技术而言，通过采集用于表征历史用户通话习惯及行为习惯的第一特征信息，以获取历史用户在办理IVR(互动式语音应答)业务过程中的通话内容以及按键点击情况(即第一特征信息)，再根据第一特征信息建立历史用户特征模型，并设置与历史用户特征模型对应的专属语音应答菜单，使得系统会针对办理过IVR业务的用户的语言习惯及点击按键习惯为其设置专属语音应答菜单，在有用户呼入时，获取当前呼入用户的身份信息；根据身份信息判断是否能够从历史用户特征模型中提取到与呼入用户匹配的呼入用户特征模型，若能，则向呼入用户展示与呼入用户特征模型对应的专属语音应答菜单，使得之前办理过IVR业务的用户再次办理IVR业务时，能够智能化的动态调整用户的IVR菜 单和放音(即向呼入用户提供专属语音应答菜单)，从而使得呼入用户无需通过一层一层的固定菜单的播报或展示，才能进入实际需要的业务办理流程中，而是可以从专属语音应答菜单中列出的、以往经常使用的菜单选项中进行选择，从而方便快捷地进入想要办理的业务流程中，为用户提供了准确的、高效的个性化服务，节约了用户的业务办理时间，提高用户的使用体验，避免了“用户每次拨打电话时均会向用户提供相同的默认菜单，使得用户在进入到需要办理的业务流程的过程中需要完成多次交互，耗时较长，影响了用户的使用体验”的情况的发生。
本申请的第二实施例涉及一种互动式语音应答菜单的应用方法，第二实施例是在第一实施例的基础上做了进一步的改进，具体改进之处在于：在第二实施例中，在所述设置与所述历史用户特征模型对应的专属语音应答菜单之前，还包括：判断所述历史用户特征模型是否满足预设条件，若是，则再执行所述设置与所述历史用户特征模型对应的专属语音应答菜单；在所述若能够根据所述身份信息提取所述呼入用户特征模型之后，还包括：判断是否有与所述呼入用户特征模型对应的所述专属语音应答菜单，若有，则再执行所述向所述呼入用户展示与所述呼入用户特征模型对应的所述专属语音应答菜单。通过对历史用户特征模型满足预设条件的呼入用户设置专属语音应答菜单，使得只有真正需求个性化服务的用户才会有专属语音应答菜单，进一步提高了用户的使用体验。本实施例的具体流程如图2所示，包括以下步骤。
S201：采集用于表征历史用户通话习惯及行为习惯的第一特征信息。
S202：根据第一特征信息建立历史用户特征模型。
S203：在判定历史用户特征模型满足预设条件时，设置与历史用户特征模型对应的专属语音应答菜单。
关于步骤S203，具体的说，该预设条件可以根据实际需求设置，如可以判断用户办理某一业务的次数是否大于预设阈值，若是，则判定历史用户特征模型满足预设条件，也可以根据用户的身份信息判断该用户是否为VIP用户，若是，则判定历史用户特征模型满足预设条件。
S204：获取当前呼入用户的身份信息。
本实施例中的步骤S201至步骤S202、S204与第一实施例中的步骤S101至步骤S102、S104类似，为了避免重复，此处不再赘述。
S205：根据身份信息判断是否能够从历史用户特征模型中提取到与呼入用户匹配的呼 入用户特征模型，若不能，则执行步骤S206；若能，则执行步骤S207。
S206：向呼入用户展示默认菜单。
S207：判断是否有与呼入用户特征模型对应的专属语音应答菜单，若有，则执行步骤S208；若没有，则执行步骤S206。
S208：向呼入用户展示专属语音应答菜单。
本申请的实施例相对于现有技术而言，通过采集用于表征历史用户通话习惯及行为习惯的第一特征信息，以获取历史用户在办理IVR(互动式语音应答)业务过程中的通话内容以及按键点击情况(即第一特征信息)，再根据第一特征信息建立历史用户特征模型，并设置与历史用户特征模型对应的专属语音应答菜单，使得系统会针对办理过IVR业务的用户的语言习惯及点击按键习惯为其设置专属语音应答菜单，在有用户呼入时，获取当前呼入用户的身份信息；根据身份信息判断是否能够从历史用户特征模型中提取到与呼入用户匹配的呼入用户特征模型，若能，则向呼入用户展示与呼入用户特征模型对应的专属语音应答菜单，使得之前办理过IVR业务的用户再次办理IVR业务时，能够智能化的动态调整用户的IVR菜单和放音(即向呼入用户提供专属语音应答菜单)，从而使得呼入用户无需通过一层一层的固定菜单的播报或展示，才能进入实际需要的业务办理流程中，而是可以从专属语音应答菜单中列出的、以往经常使用的菜单选项中进行选择，从而方便快捷地进入想要办理的业务流程中，为用户提供了准确的、高效的个性化服务，节约了用户的业务办理时间，提高用户的使用体验，避免了“用户每次拨打电话时均会向用户提供相同的默认菜单，使得用户在进入到需要办理的业务流程的过程中需要完成多次交互，耗时较长，影响了用户的使用体验”的情况的发生。
本申请的第三实施例涉及一种互动式语音应答菜单的应用方法，第三实施例是在第一实施例的基础上做了进一步的改进，具体改进之处在于：在第三实施例中，在向所述呼入用户挂载与所述默认菜单对应的按键或与所述专属语音应答菜单对应的按键之后，还包括：存储所述呼入用户的语音通话记录及点击信息。通过存储所述呼入用户的语音通话记录及点击信息，以便于后续为没有设置过专属语言应答菜单的用户设置专属语言应答菜单，使得该用户再次办理IVR业务时，能够直接进入实际需要的业务办理流程中，节省了用户的业务办理时间，提高了用户的使用体验。本实施例的具体流程如图3所示，包括以下步骤。
S301：采集用于表征历史用户通话习惯及行为习惯的第一特征信息。
S302：根据第一特征信息建立历史用户特征模型。
S303：设置与历史用户特征模型对应的专属语音应答菜单。
S304：获取当前呼入用户的身份信息。
S305：根据身份信息判断是否能够从历史用户特征模型中提取到与呼入用户匹配的呼入用户特征模型，若不能，则执行步骤S306；若能，则执行步骤S307。
S306：向呼入用户展示默认菜单。
S307：向呼入用户展示专属语音应答菜单。
本实施例中的步骤S301至步骤S307与第一实施例中的步骤S101至步骤S107类似，为了避免重复，此处不再赘述。
S308：存储呼入用户的语音通话记录及点击信息。
关于步骤S308，具体的说，所述存储所述呼入用户的语音通话记录及点击信息，具体包括：接收所述语音通话记录并将其存储在非结构化数据库中；接收所述点击信息并将其存储在结构化数据库中。可以理解的是，用户的语音通话记录和点击信息的数据类型并不一致，且系统无法直接对用户的语音通话记录和点击信息进行存储和分析，因此需要将语音通话存储在非结构化数据库中，将点击信息存储在结构化数据库中。值得一提的是，本实施例中的非结构化数据库为分布式NoSQL系统，NoSQL是一项全新的数据库革命性运动，早期就有人提出，发展至2009年趋势越发高涨。NoSQL的拥护者们提倡运用非关系型的数据存储，相对于铺天盖地的关系型数据库运用，这一概念无疑是一种全新的思维的注入。
本申请的实施例相对于现有技术而言，通过采集用于表征历史用户通话习惯及行为习惯的第一特征信息，以获取历史用户在办理IVR(互动式语音应答)业务过程中的通话内容以及按键点击情况(即第一特征信息)，再根据第一特征信息建立历史用户特征模型，并设置与历史用户特征模型对应的专属语音应答菜单，使得系统会针对办理过IVR业务的用户的语言习惯及点击按键习惯为其设置专属语音应答菜单，在有用户呼入时，获取当前呼入用户的身份信息；根据身份信息判断是否能够从历史用户特征模型中提取到与呼入用户匹配的呼入用户特征模型，若能，则向呼入用户展示与呼入用户特征模型对应的专属语音应答菜单，使得之前办理过IVR业务的用户再次办理IVR业务时，能够智能化的动态调整用户的IVR菜单和放音(即向呼入用户提供专属语音应答菜单)，从而使得呼入用户无需通过一层一层的固定菜单的播报或展示，才能进入实际需要的业务办理流程中，而是可以从专属语音应答菜单中列出的、以往经常使用的菜单选项中进行选择，从而方便快捷地进入想要办理的业务流程中，为用户提供了准确的、高效的个性化服务，节约了用户的业务办理时间，提高用户的 使用体验，避免了“用户每次拨打电话时均会向用户提供相同的默认菜单，使得用户在进入到需要办理的业务流程的过程中需要完成多次交互，耗时较长，影响了用户的使用体验”的情况的发生。
本申请的第四实施例涉及一种互动式语音应答菜单系统，包括：用户数据收集模块、用户数据存储模块、用户数据提取模块、用户模型分析模块、互动式语音应答菜单引擎及互动式语音应答菜单组件库；所述用户数据收集模块配置为采集用于表征用户通话习惯及行为习惯的第一特征信息；所述用户数据存储模块配置为存储所述用户的所述第一特征信息；所述用户数据提取模块配置为提取所述用户的所述第一特征信息；所述用户模型分析模块配置为分析用户模型和行为模型；所述互动式语音应答菜单引擎配置为根据所述用户模型和所述行为模型，生成所述用户的互动式语音应答菜单；所述互动式语音应答菜单组件库配置为根据优先级动态挂载与所述用户的互动式语音应答菜单对应的按键。
为了便于理解，下面对本实施例中的互动式语音应答菜单系统的处理过程进行具体说明。
一、用户数据收集
收集用户在使用客服系统中产生的各种数据，结构化数据或非结构化数据，使之能够被系统分布式存储、分析。
步骤1：记录用户使用客服系统的通话或点击等信息，组件信息流数据。
步骤2：将结构化数据存储到结构化数据库。
步骤3：将非结构化数据存储到分布式NOSQL系统。
二、用户数据的结构化存储
步骤1：接收用户数据收集模块收集的用户结构化数据。
步骤2：接收用户数据收集模块收集的用户非结构化数据。
步骤3：分析接收的用户数据，存储或更新用户数据信息。
三、用户分析
通过用户的历史反馈和各种拨打历史收集的信息，对用户进行分析。
步骤1：提取用户特征，取得用户的id，比如电话号码，网聊ID等等。
步骤2：将不同的用户数据进行关联。
步骤3：根据收集到的用户数据，分型用户模型，用户行为模式等等。
四、用户呼入
步骤1：用户通过拨打接入码或在页面上呼入IVR系统。
步骤2：用户接入后，根据用户号码等信息提取用户模型和行为模型，如果提取失败或匹配失败，展示默认菜单。
步骤3：用户模型和行为模型提取成功，查询IVR菜单组件库，查看是否具有相应菜单，没有相应菜单展示默认菜单。
步骤4：菜单查询成功，根据优先级动态挂载菜单对应按键。
步骤5：激活过程一，收集用户使用系统中产生的新数据，记录或更新用户数据。
本申请的实施例相对于现有技术而言，通过采集用于表征历史用户通话习惯及行为习惯的第一特征信息，以获取历史用户在办理IVR(互动式语音应答)业务过程中的通话内容以及按键点击情况(即第一特征信息)，再根据第一特征信息建立历史用户特征模型，并设置与历史用户特征模型对应的专属语音应答菜单，使得系统会针对办理过IVR业务的用户的语言习惯及点击按键习惯为其设置专属语音应答菜单，在有用户呼入时，获取当前呼入用户的身份信息；根据身份信息判断是否能够从历史用户特征模型中提取到与呼入用户匹配的呼入用户特征模型，若能，则向呼入用户展示与呼入用户特征模型对应的专属语音应答菜单，使得之前办理过IVR业务的用户再次办理IVR业务时，能够智能化的动态调整用户的IVR菜单和放音(即向呼入用户提供专属语音应答菜单)，从而使得呼入用户无需通过一层一层的固定菜单的播报或展示，才能进入实际需要的业务办理流程中，而是可以从专属语音应答菜单中列出的、以往经常使用的菜单选项中进行选择，从而方便快捷地进入想要办理的业务流程中，为用户提供了准确的、高效的个性化服务，节约了用户的业务办理时间，提高用户的使用体验，避免了“用户每次拨打电话时均会向用户提供相同的默认菜单，使得用户在进入到需要办理的业务流程的过程中需要完成多次交互，耗时较长，影响了用户的使用体验”的情况的发生。
本申请第五实施例涉及一种互动式语音应答菜单的应用装置，如图4所示，包括：至少一个处理器401；以及，与至少一个处理器401通信连接的存储器402；其中，存储器402存储有可被至少一个处理器401执行的指令，指令被至少一个处理器401执行，以使至少一个处理器401能够执行上述互动式语音应答菜单的应用方法。
其中，存储器402和处理器401采用总线方式连接，总线可以包括任意数量的互联的总线和桥，总线将一个或多个处理器401和存储器402的各种电路连接在一起。总线还可以 将诸如外围设备、稳压器和功率管理电路等之类的各种其他电路连接在一起，这些都是本领域所公知的，因此，本文不再对其进行进一步描述。总线接口在总线和收发机之间提供接口。收发机可以是一个元件，也可以是多个元件，比如多个接收器和发送器，提供用于在传输介质上与各种其他装置通信的单元。经处理器401处理的数据通过天线在无线介质上进行传输，进一步，天线还接收数据并将数据传送给处理器401。
处理器401负责管理总线和通常的处理，还可以提供各种功能，包括定时，外围接口，电压调节、电源管理以及其他控制功能。而存储器402可以被用于存储处理器401在执行操作时所使用的数据。
本申请第六实施例涉及一种计算机可读存储介质，存储有计算机程序。计算机程序被处理器执行时实现上述方法实施例。
即，本领域技术人员可以理解，实现上述实施例方法中的全部或部分步骤是可以通过程序来指令相关的硬件来完成，该程序存储在一个存储介质中，包括若干指令用以使得一个设备(可以是单片机，芯片等)或处理器(processor)执行本申请各个实施例所述方法的全部或部分步骤。而前述的存储介质包括：U盘、移动硬盘、只读存储器(ROM，Read-Only Memory)、随机存取存储器(RAM，Random Access Memory)、磁碟或者光盘等各种可以存储程序代码的介质。
本领域的普通技术人员可以理解，上述各实施例是实现本申请的具体实施例，而在实际应用中，可以在形式上和细节上对其作各种改变，而不偏离本申请的精神和范围。

Claims (11)

  1. 一种互动式语音应答菜单的应用方法，包括：
    采集用于表征历史用户通话习惯及行为习惯的第一特征信息；
    根据所述第一特征信息建立历史用户特征模型；
    设置与所述历史用户特征模型对应的专属语音应答菜单；
    获取当前呼入用户的身份信息；
    向所述当前呼入用户展示与所述身份信息对应的所述专属语音应答菜单或默认菜单。
  2. 根据权利要求1所述的互动式语音应答菜单的应用方法，其中，所述向所述当前呼入用户展示与所述身份信息对应的专属语音应答菜单或默认菜单，包括：
    根据所述身份信息判断是否能够从所述历史用户特征模型中提取到与所述呼入用户匹配的呼入用户特征模型，
    若不能，则向所述呼入用户展示默认菜单；
    若能，则向所述呼入用户展示与所述呼入用户特征模型对应的所述专属语音应答菜单。
  3. 根据权利要求1所述的互动式语音应答菜单的应用方法，其中，所述采集用于表征历史用户通话习惯及行为习惯的第一特征信息，包括：
    采集所述历史用户的历史语音通话记录及历史点击信息，将所述历史语音通话记录及所述历史点击信息作为所述第一特征信息。
  4. 根据权利要求3所述的互动式语音应答菜单的应用方法，其中，所述根据所述第一特征信息建立历史用户特征模型，包括：
    根据所述历史语音通话记录建立用户模型，根据所述历史点击信息建立行为模型，将所述用户模型及所述行为模型作为所述历史用户特征模型。
  5. 根据权利要求2所述的互动式语音应答菜单的应用方法，其中，在所述设置与所述历史用户特征模型对应的专属语音应答菜单之前，还包括：
    判断所述历史用户特征模型是否满足预设条件，若是，则再执行所述设置与所述历史用户特征模型对应的专属语音应答菜单；
    在所述若能够根据所述身份信息提取所述呼入用户特征模型之后，还包括：
    判断是否有与所述呼入用户特征模型对应的所述专属语音应答菜单，若有，则再执行所述向所述呼入用户展示与所述呼入用户特征模型对应的所述专属语音应答菜单。
  6. 根据权利要求2所述的互动式语音应答菜单的应用方法，其中，在向所述呼入用户展 示所述默认菜单或向所述呼入用户展示所述专属语音应答菜单之后，还包括：
    在向所述呼入用户展示所述默认菜单时，根据优先级动态挂载与所述默认菜单对应的按键；
    在向所述呼入用户展示所述专属通话菜单时，根据优先级动态挂载与所述专属语音应答菜单对应的按键。
  7. 根据权利要求6所述的互动式语音应答菜单的应用方法，其中，在向所述呼入用户挂载与所述默认菜单对应的按键或与所述专属语音应答菜单对应的按键之后，还包括：
    存储所述呼入用户的语音通话记录及点击信息。
  8. 根据权利要求7所述的互动式语音应答菜单的应用方法，其中，所述存储所述呼入用户的语音通话记录及点击信息，包括：
    接收所述语音通话记录并将其存储在非结构化数据库中；
    接收所述点击信息并将其存储在结构化数据库中。
  9. 一种互动式语音应答菜单系统，包括：用户数据收集模块、用户数据存储模块、用户数据提取模块、用户模型分析模块、互动式语音应答菜单引擎及互动式语音应答菜单组件库；
    所述用户数据收集模块配置为采集用于表征用户通话习惯及行为习惯的第一特征信息；
    所述用户数据存储模块配置为存储所述用户的所述第一特征信息；
    所述用户数据提取模块配置为提取所述用户的所述第一特征信息；
    所述用户模型分析模块配置为分析用户模型和行为模型；
    所述互动式语音应答菜单引擎配置为根据所述用户模型和所述行为模型，生成所述用户的互动式语音应答菜单；
    所述互动式语音应答菜单组件库配置为根据优先级动态挂载与所述用户的互动式语音应答菜单对应的按键。
  10. 一种互动式语音应答菜单的应用装置，包括：
    至少一个处理器；以及，
    与所述至少一个处理器通信连接的存储器；其中，
    所述存储器存储有可被所述至少一个处理器执行的指令，所述指令被所述至少一个处理器执行，以使所述至少一个处理器能够执行如权利要求1至8中任一所述的互动式语音应答菜单的应用方法。
  11. 一种计算机可读存储介质，存储有计算机程序，所述计算机程序被处理器执行时实现权利要求1至8中任一项所述的互动式语音应答菜单的应用方法。
PCT/CN2019/124708 2018-12-19 2019-12-11 互动式语音应答菜单的应用方法、系统、装置及存储介质 WO2020125529A1 (zh)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
CN201811556752.0A CN111343348A (zh) 2018-12-19 2018-12-19 互动式语音应答菜单的应用方法、系统、装置及存储介质
CN201811556752.0 2018-12-19

Publications (1)

Publication Number Publication Date
WO2020125529A1 true WO2020125529A1 (zh) 2020-06-25

Family

ID=71101074

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/CN2019/124708 WO2020125529A1 (zh) 2018-12-19 2019-12-11 互动式语音应答菜单的应用方法、系统、装置及存储介质

Country Status (2)

Country Link
CN (1) CN111343348A (zh)
WO (1) WO2020125529A1 (zh)

Families Citing this family (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN111787164B (zh) * 2020-07-16 2021-06-15 阳光保险集团股份有限公司 来电提示方法、装置、电子设备和计算机可读介质
CN114070936A (zh) * 2020-07-31 2022-02-18 北京中关村科金技术有限公司 一种互动式语音应答方法、装置及系统
CN113435999A (zh) * 2021-06-24 2021-09-24 中国工商银行股份有限公司 业务处理方法、装置和系统

Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20050081152A1 (en) * 2003-09-25 2005-04-14 International Business Machines Corporation Help option enhancement for interactive voice response systems
CN101094271A (zh) * 2007-07-20 2007-12-26 华为技术有限公司 自动语音应答系统菜单的生成方法及装置
CN107818503A (zh) * 2016-09-12 2018-03-20 上海浦东发展银行股份有限公司信用卡中心 一种银行信用卡ivr系统动态个性化菜单推荐方法

Family Cites Families (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN107155010B (zh) * 2016-03-02 2019-09-20 北京京东尚科信息技术有限公司 基于大数据处理用户语音呼叫的方法、装置和系统
CN106993104B (zh) * 2016-11-14 2020-06-09 阿里巴巴集团控股有限公司 来电处理方法、装置及终端
CN106993089B (zh) * 2017-03-23 2020-01-31 中国联合网络通信集团有限公司 语音菜单显示的方法与装置
CN107895272A (zh) * 2017-05-05 2018-04-10 平安科技（深圳）有限公司 动态语音交互系统及其菜单生成方法

Patent Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20050081152A1 (en) * 2003-09-25 2005-04-14 International Business Machines Corporation Help option enhancement for interactive voice response systems
CN101094271A (zh) * 2007-07-20 2007-12-26 华为技术有限公司 自动语音应答系统菜单的生成方法及装置
CN107818503A (zh) * 2016-09-12 2018-03-20 上海浦东发展银行股份有限公司信用卡中心 一种银行信用卡ivr系统动态个性化菜单推荐方法

Also Published As

Publication number Publication date
CN111343348A (zh) 2020-06-26

Similar Documents

Publication Publication Date Title
WO2020125529A1 (zh) 互动式语音应答菜单的应用方法、系统、装置及存储介质
US9948778B2 (en) Automated use of interactive voice response systems
US20100100377A1 (en) Generating and processing forms for receiving speech data
US9444878B1 (en) Systems and methods for device emulation on mobile channel
CN101188644A (zh) 银行语音服务方法与系统
CN107809654A (zh) 电视机系统及电视机控制方法
US20240080283A1 (en) Information processing system and information processing method
US10068007B1 (en) Interface between a virtual personal assisitant and an interactive voice response system
TW202145200A (zh) 基於語音對講功能的任務管理方法、系統與移動裝置
JP4144443B2 (ja) 対話装置
EP2983346B1 (en) A telecommunication method for controlling communication in a telecommunication system
CN112241301B (zh) 一种ivr流程编辑方法、ivr实现方法及相关设备
CN102917320A (zh) 语音短信的发送方法及设备
US20140270106A1 (en) Method and system for interactive telephone waiting
CN110233944A (zh) 交互式语音应答的方法、系统、电子设备和介质
EP3138273B1 (en) Method and apparatus for providing communication interaction visibility
CN104301488B (zh) 一种拨号记录生成方法、设备及移动终端
WO2016169105A1 (zh) 应用菜单处理方法及装置
CN111290805A (zh) 一种聚合功能快捷调用方法及系统
KR102278156B1 (ko) Ars 제공 모바일 단말 및 모바일 단말에서의 ars 제공 방법
JP6559786B2 (ja) 電話番号を記憶するための方法および装置、ならびに電話番号をダイヤルするための方法および装置
CN109726019B (zh) 应用程序的交互方法、终端及存储介质
US11537947B2 (en) Personal assistant for facilitating interaction routines
US10412213B2 (en) System for producing caller identification metadata
US11916961B2 (en) Computer system, security setting suggestion method, and program

Legal Events

Date Code Title Description
121 Ep: the epo has been informed by wipo that ep was designated in this application

Ref document number: 19898029

Country of ref document: EP

Kind code of ref document: A1

NENP Non-entry into the national phase

Ref country code: DE

32PN Ep: public notification in the ep bulletin as address of the adressee cannot be established

Free format text: NOTING OF LOSS OF RIGHTS PURSUANT TO RULE 112(1) EPC (EPO FORM 1205 DATED 16/11/2021)

122 Ep: pct application non-entry in european phase

Ref document number: 19898029

Country of ref document: EP

Kind code of ref document: A1