Interactive voice response method, device and system

Abstract

The invention discloses an interactive voice response method, device and system. The method comprises the following steps: analyzing according to an incoming call number to obtain a latest label of a customer; querying a historical label set of the customer; adding the latest tag into the historical tag set to update the historical tag set; when the updated historical label set is a non-null set, dynamically generating an interactive voice response process by using each piece of label information in the updated historical label set and an existing navigation process menu corresponding to each label; and performing interactive voice response with the incoming call client according to the process. The device comprises a first analysis module, a query module, an updating module, an interactive voice response process generation module, an interaction module and a gray release module. The system comprises a network layer, a memory, a processor and a computer program which is stored in the memory and can be operated by the processor, wherein the method is realized when the processor executes the computer program.

Description

technical field [0001] The present application relates to the field of interactive voice response, in particular to the generation technology of an Interactive Voice Response (IVR) process. Background technique [0002] As the People's Bank of China vigorously advocates the development of inclusive finance, various financial institutions respond to the central bank's call to increase the promotion of inclusive finance. The public's application of inclusive finance is becoming more and more extensive. Financial institutions use the Internet model to vigorously promote financial products. Personal customers The application for financial product requirements can be realized online through hotlines or smart terminal devices, and financial institutions use IT automation to realize business consultation and processing, thereby reducing the cost of financial institutions. However, financial institutions, such as banks, often fail to provide accurate services to customers. The 7×24 ...

AI Technical Summary

Problems solved by technology

[0014] 1. When there is a difference between the actual expression of the customer and the real intention, the accuracy of the formed dynamic process will be greatly affected;

[0015] 2. The dynamic generation of the IVR process is limited by the speech recognition module, which requires extremely high accuracy of the speech recognition module and increases the construction cost of the system itself;

[0016] 3. When the IVR process node changes, grayscale release cannot be achieved. The original speech recognition module may not be able to recognize the new semantics, and further training is required, and it is impossible to form a quick response according to the real-time business strategy

[0025] 1. The IVR process has not been dynamically generated from the perspective of customer sentiment, and the redundancy of the IVR process has not been reduced; if the customer does not have an overdue contract, there should be no option for the overdue repayment processing menu

Images