CN105141792A - Service inquiry method and service inquiry system based on visual IVR (Interactive Voice Response) - Google Patents
Service inquiry method and service inquiry system based on visual IVR (Interactive Voice Response) Download PDFInfo
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- CN105141792A CN105141792A CN201510491147.XA CN201510491147A CN105141792A CN 105141792 A CN105141792 A CN 105141792A CN 201510491147 A CN201510491147 A CN 201510491147A CN 105141792 A CN105141792 A CN 105141792A
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- 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
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
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Abstract
The invention discloses a service inquiry method and a service inquiry system based on a visual IVR (Interactive Voice Response). The service inquiry method comprises the following steps: selecting service menu keys in a visual IVR interface of a mobile phone terminal after a telephone IVR is connected, and joining the selected service menu keys according to a pre-set rule; converting the jointed service menu keys into a mobile phone communication instruction, and decomposing and transmitting the mobile phone communication instruction to the telephone IVR; and routing the telephone IVR onto a corresponding service node according to the received decomposed mobile phone communication instruction, and feeding back inquiry result information corresponding to the service node to the mobile phone terminal. By means of the service inquiry method provided by the invention, common service nodes in the telephone IVR are displayed in the visual IVR interface of the mobile phone terminal, so that users can transfer the common service nodes onto service nodes to be accepted by self through one key, instead of listening fussy welcomes, broadcasting menu sound and the like; therefore, the method is convenient for users to use; the automatic processing capability of the telephone IVR is increased; and telephone traffic pressure of customer services is reduced.
Description
Technical field
The present invention relates to communication technique field, be specifically related to a kind of service inquiry method and system based on visual IVR.
Background technology
At present, customer service automatic station (such as mobile 10086) is all on appointment access code by telephone call, by listening automatic speech, the business that one-level one level search oneself will seek advice from or handle, major part user feels cumbersome, directly proceed to artificial, add pressure of manually answering on the one hand; On the other hand, the function of automatic station does not fully utilize; Last aspect, user feels inconvenient, loses time to listen the welcome words and menu language that much do not need to listen.
Summary of the invention
Technical problem to be solved by this invention is to provide a kind of service inquiry method and system based on visual IVR, on the node that user one key can be made to be transferred to accept required for oneself, is user-friendly to.
The technical scheme that the present invention solves the problems of the technologies described above is as follows:
On the one hand, the invention provides a kind of service inquiry method based on visual IVR, described method comprises:
S1, after connection traffic IVR, select service menu button at the visual IVR interface of mobile phone terminal, and the service menu button of described selection is spliced according to pre-defined rule;
S2, described spliced service menu button is converted to mobile communication instruction, and sends described mobile communication Command Resolution to traffic IVR;
S3, traffic IVR, according to the mobile communication instruction after the described decomposition received, are routed on corresponding service node, and give described mobile phone terminal by Query Result information feed back corresponding for this service node.
On the other hand, the invention provides the service query system of a kind of visual IVR, described system comprises mobile phone terminal and traffic IVR;
Described mobile phone terminal comprises:
Button selects module, for after connection traffic IVR, selects service menu button at visual IVR interface;
Button concatenation module, for splicing the service menu button of described selection according to pre-defined rule;
Instruction transformation module, for being converted to mobile communication instruction by described spliced service menu button;
Decomposing module, for sending described mobile communication Command Resolution to traffic IVR;
Described traffic IVR comprises:
Routing module, for according to the mobile communication instruction after the described decomposition received, is routed on corresponding service node;
Query Result feedback module, for giving described mobile phone terminal by Query Result information feed back corresponding for this service node.
A kind of service inquiry method and system based on visual IVR provided by the invention, user can install visual IVR at mobile phone terminal, at the service node button that visual IVR showing interface traffic IVR is conventional, user only needs to select corresponding service menu button at visual IVR interface, visual IVR can directly send service menu button to traffic IVR, traffic IVR is routed on corresponding service node, by service inquiry result feedback corresponding for service node to mobile phone terminal according to service menu button.By method provided by the invention, conventional service node in traffic IVR is presented at the visual IVR interface of mobile phone terminal, user is made to be transferred on the service node that accepts required for oneself by a key, and do not need to listen to loaded down with trivial details welcome words and report menu language etc., be user-friendly to, improve traffic IVR automatic processing capabilities, reduce customer service traffic pressure.
Accompanying drawing explanation
Fig. 1 is a kind of service inquiry method flow diagram based on visual IVR of the embodiment of the present invention one;
Fig. 2 be in the embodiment of the present invention one with list mode at visual IVR interface display service menu button schematic diagram;
Fig. 3 is the data interaction schematic diagram in the embodiment of the present invention one between mobile phone terminal and traffic IVR;
Fig. 4 is a kind of service query system schematic diagram based on visual IVR of the embodiment of the present invention two.
Embodiment
Be described principle of the present invention and feature below in conjunction with accompanying drawing, example, only for explaining the present invention, is not intended to limit scope of the present invention.
Embodiment one, a kind of service inquiry method based on visual IVR.Below in conjunction with Fig. 1-Fig. 3, the method that the present embodiment provides is described in detail.
See Fig. 1, S1, after connection traffic IVR, select service menu button at the visual IVR interface of mobile phone terminal, and the service menu button of described selection is spliced according to pre-defined rule.
Concrete, user can install visual IVR (InteractiveVoiceResponse, interactive voice answering) system on mobile phone terminal.When user needs inquiry or transacting business, visual IVR interface can be opened on mobile phone terminal, visual IVR interface can be shown the service menu that traffic IVR is conventional, be embodied as service menu button, wherein, service menu button is generally digital keys, has hierarchical relationship between service menu button, and service menu button and the concrete business function of each level have corresponding relation.
Service menu button can be showed in visual IVR interface with list mode or tree structure mode by visual IVR, concrete displaying process is: when service menu button is shown in visual IVR interface with list mode by visual IVR, see Fig. 2, first with list mode display one-level service menu button, after user selects certain one-level service menu button, then continue to show subservice menu key corresponding to this one-level service menu button with list mode.When service menu button is shown in visual IVR interface in tree structure mode by visual IVR, one-level service menu button is shown in the mode of arborescence, each service menu button is the node button in arborescence, select certain the node button in arborescence user after, if this node button exists child node button, then launch each child node button of this node button next stage of display.It should be noted that, when visual IVR showing interface service menu button, the business function that each service menu button is corresponding can be marked.
After having connected traffic IVR, service menu button after corresponding service menu button is selected at the visual IVR interface of mobile phone terminal, can splice according to pre-defined rule by user.In the present embodiment, such as, received the traffic IVR of mobile operator by Information Mobile Service hot line number 10086, after call business IVR waiting, user can select corresponding service menu button at the visual IVR interface of mobile phone terminal.In addition, the present embodiment splices according to the hierarchic sequence of service menu button, such as, user successively presses 1,1 at visual IVR interface, then these service menu buttons can be carried out sequential concatenation by visual IVR system, such as, "-" separator is adopted to splice service menu button, such as, by 10086,1,1 is spliced into " 10086-1-1 ", wherein, separator represents level isolation, and order is the hierarchic sequence of service menu button.It should be noted that, user can select corresponding service menu button by the mode of button or touch at visual IVR interface.
S2, described spliced service menu button is converted to mobile communication instruction, and sends described mobile communication Command Resolution to traffic IVR.
Concrete, when after the service menu button splicing that user selects by IVR visual in step S1, convert spliced service menu key command to mobile communication instruction subsequently, wherein, aforementioned spliced service menu button is carried, therefore, before sending the mobile communication instruction after conversion to traffic IVR in mobile communication instruction, also need to decompose the spliced service menu button in mobile phone communication instruction, obtain the service menu button of one-level one-level.In concrete process of decomposing, disassemble according to separator, namely carry out spliced service menu button to be split as some parts according to the level of service menu button, such as, aforesaid " 10086-1-1 " disassembled, disassembling is 10086,1,1, the order of its each several part in the service menu button of splicing is its hierarchic sequence.Subsequently the mobile communication instruction after fractionation is sent to traffic IVR.
S3, traffic IVR, according to the mobile communication instruction after the described decomposition received, are successively routed on corresponding service node, and give described mobile phone terminal by Query Result information feed back corresponding for this service node.
Concrete, traffic IVR receives the mobile communication instruction after the fractionation of visual IVR transmission, wherein, comprise the hierarchical relationship of the service menu key command after fractionation and each several part service menu button, traffic IVR is routed to corresponding service node according to the level of each several part service menu button.Such as, when traffic IVR receives after disassembling 10086,1,1, because 10086 is mobile operator service hotline number, therefore traffic IVR by according to after 10086 service menu button (namely 1,1) carry out the route of service node in order.As shown in Figure 3, and service inquiry object information corresponding for these service nodes is fed back to mobile phone terminal, the present embodiment can adopt the mode of voice broadcast to report to user by service inquiry object information, also with the form of Word message, service inquiry object information can be showed in mobile phone terminal and check for user.Concrete displaying process is: when user is after service menu button has been selected at the visual IVR interface of mobile phone terminal, pointing telephone icon, then service inquiry object information can be fed back to mobile phone terminal in the mode of voice broadcast by traffic IVR, otherwise service inquiry object information can be fed back to mobile phone terminal with written form by traffic IVR.
In addition, when the business function that the service menu button of traffic IVR is corresponding occurs to upgrade, traffic IVR can notify mobile phone terminal, lastest imformation is synchronized to visual IVR, visual IVR can according to lastest imformation, service menu button is upgraded, realizes the data syn-chronization between traffic IVR and visual IVR.
Embodiment two, a kind of service query system based on visual IVR.Below in conjunction with Fig. 4, the system that the present embodiment provides is described in detail.
See Fig. 4, the system that the present embodiment provides comprises mobile phone terminal 10 and traffic IVR20, wherein, mobile phone terminal 10 comprises business button display module 101, business button selects module 102, button concatenation module 103, instruction transformation module 104, decomposing module 105 and updating menu module 106, and traffic IVR20 comprises routing module 201 and Query Result feedback module 202.
Business button display module 101 in mobile phone terminal 10 is mainly used in, with list mode or tree structure mode, service menu button is shown in visual IVR interface.
Concrete, user can install visual IVR (InteractiveVoiceResponse, interactive voice answering) system on mobile phone terminal 10.When user needs inquiry or transacting business, visual IVR interface can be opened on mobile phone terminal, business button display module 101 can show the service menu that traffic IVR20 is conventional on visual IVR interface, be embodied as service menu button, wherein, service menu button is generally digital keys, has hierarchical relationship between service menu button, and service menu button and the concrete business function of each level have corresponding relation.
Service menu button can be showed in visual IVR interface with list mode or tree structure mode by business button display module 101, concrete displaying process is: when service menu button is shown in visual IVR interface with list mode by business button display module 101, first with list mode display one-level service menu button, after user selects certain one-level service menu button, then continue to show subservice menu key corresponding to this one-level service menu button with list mode.When service menu button is shown in visual IVR interface in tree structure mode by business button display module 101, one-level service menu button is shown in the mode of arborescence, each service menu button is the node button in arborescence, select certain the node button in arborescence user after, if this node button exists child node button, then launch each child node button of this node button next stage of display.It should be noted that, business button display module 101, when visual IVR showing interface service menu button, can mark the business function that each service menu button is corresponding.
Business button selects module 102 to be mainly used in, after connection traffic IVR, selecting service menu button at visual IVR interface.
The service menu button that button concatenation module 103 is mainly used in business button selects module 102 to select splices according to pre-defined rule.
Concrete, after having connected traffic IVR20, user can after corresponding service menu button be selected at the visual IVR interface of mobile phone terminal 10 by business button selection module 102, and service menu button splices according to pre-defined rule by button concatenation module 103.In the present embodiment, such as, received the traffic IVR20 of mobile operator by Information Mobile Service hot line number 10086, after call business IVR20 waiting, user can select corresponding service menu button at the visual IVR interface of mobile phone terminal 10.In addition, the present embodiment splices according to the hierarchic sequence of service menu button, such as, user successively presses 1,1 at visual IVR interface, then these service menu buttons can be carried out sequential concatenation by button concatenation module 103, such as, "-" separator is adopted to splice service menu button, such as, by 10086,1,1 is spliced into " 10086-1-1 ", wherein, separator represents level isolation, and order is the hierarchic sequence of service menu button.It should be noted that, user can select corresponding service menu button by the mode of button or touch at visual IVR interface.
Instruction transformation module 104 is mainly used in spliced for button concatenation module 103 service menu button to be converted to mobile communication instruction.
Decomposing module 105 is mainly used in the mobile communication Command Resolution after instruction transformation module 105 being changed and sends traffic IVR20 to.
Concrete, when after the service menu button splicing that user selects by button concatenation module 103, instruction transformation module 104 converts spliced service menu key command to mobile communication instruction subsequently, wherein, aforementioned spliced service menu button is carried, therefore, before sending the mobile communication instruction after conversion to traffic IVR20 in mobile communication instruction, need to decompose the spliced service menu button in mobile phone communication instruction, obtain the service menu button of one-level one-level.In concrete process of decomposing, decomposing module 105 is disassembled according to separator, namely carry out spliced service menu button to be split as some parts according to the level of service menu button, such as, aforesaid " 10086-1-1 " disassembled, disassembling is 10086,1,1, the order of its each several part in the service menu button of splicing is its hierarchic sequence.Subsequently the mobile communication instruction after fractionation is sent to traffic IVR20.
Routing module 201 in traffic IVR20 is mainly used in the mobile communication instruction after according to the decomposition received, and is routed on corresponding service node.
Query Result feedback module 202 is mainly used in Query Result information feed back corresponding for service node to mobile phone terminal 10.
Concrete, traffic IVR20 receives the mobile communication instruction after the fractionation of visual IVR transmission, wherein, comprise the hierarchical relationship of the service menu key command after fractionation and each several part service menu button, routing module 201 in traffic IVR20 is routed to corresponding service node according to the level of each several part service menu button, such as, when traffic IVR20 receives after disassembling 10086, 1, 1, because 10086 is mobile operator service hotline number, therefore traffic IVR20 by according to after 10086 service menu button (namely 1, 1) route of service node is carried out in order.Service inquiry object information corresponding for this service node is fed back to mobile phone terminal 10 by Query Result feedback module 202, the present embodiment Query Result feedback module 202 can adopt the mode of voice broadcast to report to user by service inquiry object information, also with the form of Word message, service inquiry object information can be showed in mobile phone terminal 10 and check for user.
The business function that updating menu module 106 in mobile phone terminal 10 is mainly used in when the service menu button of traffic IVR is corresponding upgrades, and when lastest imformation is synchronized to described visual IVR, according to described lastest imformation, upgrade the service menu in visual IVR, realize the data syn-chronization between traffic IVR and visual IVR.
A kind of service inquiry method and system based on visual IVR provided by the invention, user can install visual IVR at mobile phone terminal, at the service node button that visual IVR showing interface traffic IVR is conventional, user only needs to select corresponding service menu button at visual IVR interface, visual IVR can directly send service menu button to traffic IVR, traffic IVR is routed on corresponding service node, by service inquiry result feedback corresponding for service node to mobile phone terminal according to service menu button.By method provided by the invention, conventional service node in traffic IVR is presented at the visual IVR interface of mobile phone terminal, user is made to be transferred on the service node that accepts required for oneself by a key, easy and simple to handle, user does not need listen to loaded down with trivial details welcome words and report menu language etc., is user-friendly to; Also improve traffic IVR automatic processing capabilities simultaneously, reduce customer service traffic pressure; Visual IVR friendly interface on mobile phone terminal, if user does not think voice listen for traffic Query Result information, service inquiry object information directly can be illustrated in mobile phone terminal by traffic IVR, facilitates user to check.
The foregoing is only preferred embodiment of the present invention, not in order to limit the present invention, within the spirit and principles in the present invention all, any amendment done, equivalent replacement, improvement etc., all should be included within protection scope of the present invention.
Claims (10)
1. based on a service inquiry method of visual IVR, it is characterized in that, described method comprises:
S1, after connection traffic IVR, select service menu button at the visual IVR interface of mobile phone terminal, and the service menu button of described selection is spliced according to pre-defined rule;
S2, described spliced service menu button is converted to mobile communication instruction, and sends described mobile communication Command Resolution to traffic IVR;
S3, traffic IVR, according to the mobile communication instruction after the described decomposition received, are routed on corresponding service node, and give described mobile phone terminal by Query Result information feed back corresponding for this service node.
2. a kind of service inquiry method based on visual IVR as claimed in claim 1, it is characterized in that, the service menu button in described step S1 is digital keys, is shown in described visual IVR interface with list mode or tree structure mode.
3. a kind of service inquiry method based on visual IVR as claimed in claim 2, it is characterized in that, described service menu button is shown in described visual IVR interface with list mode or tree structure mode and specifically comprises:
List mode: first with list mode display one-level service menu button, after user selects certain one-level service menu button, then continue to show subservice menu key corresponding to this one-level service menu button with list mode;
Tree structure mode: show one-level service menu button in the mode of arborescence, each service menu button is the node button in arborescence, select certain the node button in arborescence user after, if this node button exists child node button, then launch each child node button of this node button next stage of display.
4. a kind of service inquiry method based on visual IVR as claimed in claim 3, is characterized in that, send described mobile communication Command Resolution to traffic IVR and specifically comprise in described step S2:
The service menu button spliced in described mobile communication instruction is decomposed into some parts according to hierarchal manner;
In described step S3, traffic IVR is according to the mobile communication instruction after the described decomposition received, and is routed on corresponding service node and specifically comprises:
Traffic IVR, according to the service menu button after the decomposition received, is successively routed on corresponding service node according to the level of service menu button.
5. a kind of service inquiry method based on visual IVR as claimed in claim 1, is characterized in that, in described step S3, service inquiry object information corresponding for service node is fed back to described mobile phone terminal and specifically comprise:
Service inquiry object information corresponding for service node is carried out reporting or being shown in described mobile phone terminal with written form with voice mode.
6. a kind of service inquiry method based on visual IVR as claimed in claim 1, it is characterized in that, described method also comprises:
When the business function that the service menu button of traffic IVR is corresponding occurs to upgrade, lastest imformation is synchronized to described visual IVR, carries out synchronized update to make visual IVR.
7. based on a service query system of visual IVR, it is characterized in that, described system comprises mobile phone terminal and traffic IVR;
Described mobile phone terminal comprises:
Button selects module, for after connection traffic IVR, selects service menu button at visual IVR interface;
Button concatenation module, for splicing the service menu button of described selection according to pre-defined rule;
Instruction transformation module, for being converted to mobile communication instruction by described spliced service menu button;
Decomposing module, for sending described mobile communication Command Resolution to traffic IVR;
Described traffic IVR comprises:
Routing module, for according to the mobile communication instruction after the described decomposition received, is routed on corresponding service node;
Query Result feedback module, for giving described mobile phone terminal by Query Result information feed back corresponding for this service node.
8. a kind of service query system based on visual IVR as claimed in claim 7, it is characterized in that, described service menu button is digital keys, and described mobile phone terminal also comprises:
Business button display module, for being shown in described visual IVR interface with list mode or tree structure mode by service menu button.
9. a kind of service query system based on visual IVR as claimed in claim 7, is characterized in that, described Query Result feedback module, for specifically comprising Query Result information feed back corresponding for this service node to described mobile phone terminal:
Service inquiry object information corresponding for service node is carried out reporting or being shown in described mobile phone terminal with written form with voice mode.
10. a kind of service query system based on visual IVR as claimed in claim 7, it is characterized in that, described mobile phone terminal also comprises:
Updating menu module, the business function corresponding for the service menu button as traffic IVR upgrades, and when lastest imformation is synchronized to described visual IVR, according to described lastest imformation, upgrades the service menu in visual IVR.
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Cited By (4)
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| WO2017201937A1 (en) * | 2016-05-23 | 2017-11-30 | 中兴通讯股份有限公司 | Communications device and method |
| CN108418978A (en) * | 2018-02-12 | 2018-08-17 | 平安科技（深圳）有限公司 | Dynamic Route Control method, apparatus, computer equipment and storage medium |
| CN109151227A (en) * | 2018-09-21 | 2019-01-04 | 珠海格力电器股份有限公司 | Voice call method, device, terminal and computer storage medium |
| WO2022262800A1 (en) * | 2021-06-17 | 2022-12-22 | 维沃移动通信（杭州）有限公司 | Service name display method and apparatus, electronic device, and storage medium |
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| US20030043976A1 (en) * | 2001-08-30 | 2003-03-06 | Davox Corporation | System and method for associating interactive voice response unit data to a telephone call using automatic number identifiers |
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Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
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| WO2017201937A1 (en) * | 2016-05-23 | 2017-11-30 | 中兴通讯股份有限公司 | Communications device and method |
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| CN108418978A (en) * | 2018-02-12 | 2018-08-17 | 平安科技（深圳）有限公司 | Dynamic Route Control method, apparatus, computer equipment and storage medium |
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