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Message processing method, system and device in interactive voice response procedure

A technology for interactive voice and message processing, applied in transmission systems, digital transmission systems, automatic switching offices, etc.

Active Publication Date: 2014-09-03
CHINA MOBILE COMM CORP TIANJIN
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

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Problems solved by technology

[0011] The embodiment of the present invention provides a message processing method, system and equipment in the IVR process, which are used to solve the problem of consuming a large number of systems in the prior art to realize the IVR business process resources and the system handles problems with high complexity and low flexibility

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  • Message processing method, system and device in interactive voice response procedure
  • Message processing method, system and device in interactive voice response procedure
  • Message processing method, system and device in interactive voice response procedure

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Embodiment Construction

[0044] In order to reduce the system resources that need to be consumed in the IVR business process, simplify the complexity of IVR business processing, and make the business that needs to interact with the IVR system multiple times applicable to the load sharing system architecture, so as to enhance the flexibility of the IVR business, this The embodiment of the invention provides a message processing method in the IVR process. In this method, when the IVR peer system device receives the user request message sent by the IVR system device, it performs related services according to the information in the user request message. processing, and select historical interaction information from the information in the user request message and / or business processing result information, carry the historical interaction information in the reply message and send it to the IVR system equipment, and the IVR system equipment sends the IVR peer system equipment again When sending a user request...

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Abstract

The embodiment of the present invention discloses a message processing method in an Interactive Voice Response (IVR) flow. The method includes: after the IVR peer system receives a user request message from the IVR system, it requests the message from the user Select information from the included information and / or the processing result information of the user request message as historical interaction information, and send a reply message containing the historical interaction information to the IVR system; the IVR system receives After receiving the reply message, send a user request message including the historical interaction information to the IVR peer system. The embodiment of the invention also discloses a message processing system and equipment of the IVR flow. By adopting the present invention, system resources of the IVR can be saved, the IVR service process can be simplified, and the flexibility of the IVR service can be enhanced at the same time.

Description

technical field [0001] The invention relates to the field of computer applications, in particular to a message processing method, system and equipment in an interactive voice response process. Background technique [0002] The Interactive Voice Response (IVR) process refers to that the user performs a voice call with the IVR system, and the IVR system submits a user request message to the IVR peer system according to the user's input, and the IVR peer system performs relevant business processing according to the user request message, and Send a reply message to the IVR system, and the IVR system plays the sound to the user according to the received reply message, notifies the user of the processing result of the IVR peer system, and prompts the user for subsequent input or notifies the user that the voice process is over. [0003] Currently, there are three ways to implement the IVR voice process: [0004] The first type is a single input by the user, a single submission by...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04L12/58H04M3/493
Inventor 及晓梅刑玉成孙憬超王德志
Owner CHINA MOBILE COMM CORP TIANJIN
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