Interactive voice response method, interactive voice response system and interactive voice response equipment

An interactive voice and voice technology, applied in the direction of automatic exchange, telephone communication, electrical components, etc., can solve the problems of inconvenient, time-consuming, and easy for users to forget voice content in obtaining voice self-service, and achieve convenient self-service voice service. , easy to obtain effect

Active Publication Date: 2013-03-27
CHINA MOBILE COMM GRP CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] It can be seen that when there are many options in the menu, the time for the IVR to play the menu options is longer. On the one hand, the user is easy to forget the voice content played earlier. Option information, time-consuming and low operation efficiency
It can be seen that it is not convenient for users to obtain voice self-service at present

Method used

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  • Interactive voice response method, interactive voice response system and interactive voice response equipment
  • Interactive voice response method, interactive voice response system and interactive voice response equipment
  • Interactive voice response method, interactive voice response system and interactive voice response equipment

Examples

Experimental program
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Embodiment Construction

[0029] figure 1 It is a flow chart of the interactive voice response method provided by the present invention.

[0030] Such as figure 1 As shown, the method includes:

[0031] In step 101, the interactive voice response IVR platform sends the menu information to the user terminal in the form of visualized data.

[0032] Step 102, the user terminal displays a visual menu.

[0033] Step 103, the user terminal receives a command to select a menu option, and sends menu option information to the IVR platform according to the command.

[0034] Step 104, the IVR platform plays the voice according to the received menu option information.

[0035] Among them, sending the menu information to the user terminal in the form of visualized data includes:

[0036] The IVR platform sends an unstructured supplementary service data request (Unstructured Supplementary Service Data Request, USSR) message to the switch, and the USSR message carries menu information; the switch sends the USSR ...

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Abstract

An embodiment of the invention discloses an interactive voice response method, an interactive voice response system and interactive voice response equipment. The method includes: an IVR (interactive voice response) platform sends a USSR (unstructured supplementary service data request) message to a switch, menu information is carried in the USSR message, and the switch sends the USSR message carrying menu information to a user terminal; the user terminal displays a visual menu according to the received USSR message, receives a command for selecting menu options and sends menu option information to the IVR platform; and the IVR platform displays voice according to the received menu option information. By applying the method, the system and the equipment, a user can obtain voice self service more conveniently.

Description

technical field [0001] The present invention relates to the technical field of interactive voice response, in particular to an interactive voice response method, system and equipment. Background technique [0002] The Interactive Voice Response (IVR) system provides voice self-service and is an important device for self-service in the call center system. The IVR system uses a user-oriented voice directory, and completes the corresponding information query and command execution according to the selection information sent by the user through the phone keyboard or voice, which can be said to control the computer through the phone keys or voice. By connecting the database at the back end of the IVR system, the IVR system can provide customers with dynamic real-time information. Most calls can be automated if an IVR system is used in the call center. At the same time, it can reduce the burden of the manual agent, so that the agent only handles the calls that really need to be h...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/493H04W4/14
CPCH04M3/493H04M2203/254
Inventor 赵旭常嘉岳陈大庆
Owner CHINA MOBILE COMM GRP CO LTD
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