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Method and device for creating menu of automatic voice responsion system

A technology of automatic voice response and system menu, which is applied in automatic exchange, telephones with user guidance/use, telephone communication, etc., and can solve problems that cannot meet the individual needs of users and provide items that users need

Inactive Publication Date: 2007-12-26
HUAWEI TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

After serious analysis and careful study, the inventor found that this IVR menu can indeed allow users to quickly find hot business items, but in practical applications, some users may not necessarily need these items. In this case, this IVR menu is just It is no longer possible to provide these users with the items they need, or they can only be served by human resources
[0007] Therefore, in the menu structure shown in Figure 1 and Figure 2, no matter whether the menu is designed according to its own factors or according to the hot business, it cannot meet the personalized needs of users

Method used

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  • Method and device for creating menu of automatic voice responsion system
  • Method and device for creating menu of automatic voice responsion system
  • Method and device for creating menu of automatic voice responsion system

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Embodiment Construction

[0025] Below we will describe several embodiments of the present invention in detail with reference to the accompanying drawings.

[0026] First, with reference to FIG. 3 , an embodiment of a method for generating an automatic voice response system menu according to the present invention will be described. As shown in Figure 3, embodiments of this method include:

[0027] Step S301: Collect historical behavior data of users handling telecommunication services.

[0028] Specifically, the historical behavior data may be the historical behavior data saved by the IVR, or the historical behavior data provided by other network entities, or the sum of the historical behavior data saved by the IVR and the historical behavior data provided by other network entities. For example, when a user handles telecommunication services through the IVR, the IVR can record the user's behavior data, and when it is necessary to collect the user's historical behavior data, it can directly collect the...

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Abstract

The method comprises: collecting the historical data of telecommunication service of user; analyzing the collected historical data; according to the analyzing result, generating the user's IVR menu. The invention also provides an IVR menu generating device, an IVR menu setting method and an IVR menu setting device thereof.

Description

technical field [0001] The invention relates to automatic voice response technology, in particular to the generation technology of automatic voice response system menu. Background technique [0002] In the customer service system, automatic voice response and manual service are two important channels for operators to interact with users. Automatic voice response can exchange information with users through automatic processes, and complete simple and clear functions such as inquiries, consultations, and business handling. It is fast, clear, reasonable, simple, and low in operating costs. Artificial service has the characteristics of humanization, personalization and embodying noble service. Automated voice response complements human service. With the rapid development of communication services, users have higher and higher requirements for customer service services, and the human resources of the customer service system are becoming more and more tense. This requires the cu...

Claims

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Application Information

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IPC IPC(8): H04M3/50H04M3/51H04M3/493H04M1/247H04M1/72433
CPCH04M3/493H04M2203/355
Inventor 马丹
Owner HUAWEI TECH CO LTD
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