WO2015184836A1 - 通话处理方法及装置 - Google Patents

通话处理方法及装置 Download PDF

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Publication number
WO2015184836A1
WO2015184836A1 PCT/CN2015/071576 CN2015071576W WO2015184836A1 WO 2015184836 A1 WO2015184836 A1 WO 2015184836A1 CN 2015071576 W CN2015071576 W CN 2015071576W WO 2015184836 A1 WO2015184836 A1 WO 2015184836A1
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WO
WIPO (PCT)
Prior art keywords
menu
visualization
data
display
visual
Prior art date
Application number
PCT/CN2015/071576
Other languages
English (en)
French (fr)
Inventor
贾鑫
Original Assignee
中兴通讯股份有限公司
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by 中兴通讯股份有限公司 filed Critical 中兴通讯股份有限公司
Priority to JP2017522369A priority Critical patent/JP2017538327A/ja
Priority to EP15803178.1A priority patent/EP3211866A4/en
Priority to US15/521,447 priority patent/US10165097B2/en
Publication of WO2015184836A1 publication Critical patent/WO2015184836A1/zh

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M1/00—Substation equipment, e.g. for use by subscribers
    • H04M1/247—Telephone sets including user guidance or feature selection means facilitating their use
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F3/00—Input arrangements for transferring data to be processed into a form capable of being handled by the computer; Output arrangements for transferring data from processing unit to output unit, e.g. interface arrangements
    • G06F3/01—Input arrangements or combined input and output arrangements for interaction between user and computer
    • G06F3/048—Interaction techniques based on graphical user interfaces [GUI]
    • G06F3/0481—Interaction techniques based on graphical user interfaces [GUI] based on specific properties of the displayed interaction object or a metaphor-based environment, e.g. interaction with desktop elements like windows or icons, or assisted by a cursor's changing behaviour or appearance
    • G06F3/0482—Interaction with lists of selectable items, e.g. menus
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M1/00—Substation equipment, e.g. for use by subscribers
    • H04M1/247—Telephone sets including user guidance or feature selection means facilitating their use
    • H04M1/2477—Telephone sets including user guidance or feature selection means facilitating their use for selecting a function from a menu display
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M1/00—Substation equipment, e.g. for use by subscribers
    • H04M1/72—Mobile telephones; Cordless telephones, i.e. devices for establishing wireless links to base stations without route selection
    • H04M1/724—User interfaces specially adapted for cordless or mobile telephones
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M19/00—Current supply arrangements for telephone systems
    • H04M19/02—Current supply arrangements for telephone systems providing ringing current or supervisory tones, e.g. dialling tone or busy tone
    • H04M19/04—Current supply arrangements for telephone systems providing ringing current or supervisory tones, e.g. dialling tone or busy tone the ringing-current being generated at the substations
    • 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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M1/00—Substation equipment, e.g. for use by subscribers
    • H04M1/247—Telephone sets including user guidance or feature selection means facilitating their use
    • H04M1/2471—Configurable and interactive telephone terminals with subscriber controlled features modifications, e.g. with ADSI capability [Analog Display Services Interface]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/25—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service
    • H04M2203/251—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably
    • H04M2203/253—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably where a visual mode is used instead of a voice mode
    • H04M2203/254—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably where a visual mode is used instead of a voice mode where the visual mode comprises menus
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2250/00—Details of telephonic subscriber devices
    • H04M2250/74—Details of telephonic subscriber devices with voice recognition means

Definitions

  • the present invention relates to the field of communications, and in particular to a call processing method and apparatus.
  • the telephone service mainly includes automatic voice service and manual service. No matter which method is used, the traditional pure voice interaction method brings a lot of inconvenience to users and enterprises.
  • users usually choose the service or service they want to handle by listening to the voice after dialing the hotline. Since the broadcast of the voice is serial, the user must listen to the voice broadcast at the first level, select the service or service that he wants to handle, and also because the user has no foresight on the next level menu, often because of the operation error. Re-calling customer service calls, resulting in lower efficiency.
  • On the enterprise side due to the poor experience of users on the telephone service, it also affects the user's perception of the corporate image.
  • the present invention provides a call processing method and apparatus to solve the problem of poor user experience caused by the use of voice navigation in a related art.
  • a call processing method including: converting voice navigation during a call into visualization data; displaying the visualization data as a visualization menu to display the voice navigation.
  • converting the voice navigation to the visualization data comprises: acquiring indication information, wherein the indication information is used to indicate whether to convert the voice navigation into the visualization data; and the indication information is used to indicate In the case of converting the voice navigation into the visualization data, the voice navigation is converted into the visualization data.
  • the method further comprises: receiving data input by the user during the voice navigation interaction, and saving the data.
  • the method further comprises: invoking the data and displaying with the visualization menu.
  • the method further comprises: receiving a command through the visualization menu; and transmitting the command to a provider of the voice navigation.
  • displaying the visualization data as a menu comprises at least one of displaying the visualization data as the visualization menu in a list manner, and displaying the visualization data as the visualization menu in a tree structure manner Displaying the visualization data as the visualization menu in an organizational manner, and displaying the visualization data as the visualization menu in a manner of text display.
  • displaying the visualization data as a visual menu comprises: displaying one Level menu; after receiving the command to display the next level menu of at least one of the first level menus, displaying the next level menu of the at least one menu in a list manner.
  • displaying the visualization data as the visualization menu comprises: determining to display all menus or displaying partial menus according to a screen size of a device displaying the visualization menu.
  • the method further comprises: saving the visualization menu, and establishing a relationship between the visualization menu and a number; wherein the relationship is used in the The visual menu is invoked when the user dials the number.
  • a call processing apparatus comprising: a conversion module configured to convert voice navigation during a call into visualization data; and a display module configured to display the visualization data as a visualization menu, To demonstrate the voice navigation.
  • the conversion module includes: an obtaining unit configured to acquire indication information, wherein the indication information is used to indicate whether the voice navigation is converted into the visualization data; and a conversion unit is configured to be in the indication information In the case where the indication is used to convert the voice navigation into the visualization data, the voice navigation is converted into the visualization data.
  • the device further includes: a first receiving module, configured to receive data input by the user during the voice navigation interaction, and save the data after the visualization data is displayed as the visualization menu .
  • a first receiving module configured to receive data input by the user during the voice navigation interaction, and save the data after the visualization data is displayed as the visualization menu .
  • the apparatus further comprises: a calling module configured to call the data and display the same with the visualization menu after the data is saved.
  • a calling module configured to call the data and display the same with the visualization menu after the data is saved.
  • the device further includes: a second receiving module, after the displaying the visual data is displayed as the visual menu, further configured to receive a command through the visual menu; and a sending module configured to send the command to the The provider of voice navigation.
  • the display module comprises at least one of: a first display unit configured to display the visualization data as the visualization menu in a list manner; and a second display unit configured to be in a tree structure manner
  • the visualization data is displayed as the visualization menu;
  • the third display unit is configured to display the visualization data as the visualization menu in an organizational structure manner;
  • the fourth display unit is configured to display the text according to the manner of text display
  • the visualization data is displayed as the visualization menu.
  • the first display unit, the second display unit, and the third display unit each include: a first-level menu sub-unit configured to display a first-level menu; and a lower-level menu sub-unit configured to receive After displaying the command of the next-level menu of at least one of the first-level menus, the next-level menu of the at least one menu is displayed in a list manner.
  • the display module comprises: an adjustment unit configured to determine to display all menus or display partial menus according to a screen size of a device displaying the visualization menu.
  • the device further includes: a saving module, configured to save the visualization menu after the visualization data is displayed as the visualization menu, and establish a relationship between the visualization menu and the number corresponding to the voice navigation The relationship is used to invoke the visualization menu if the user dials the number.
  • a saving module configured to save the visualization menu after the visualization data is displayed as the visualization menu, and establish a relationship between the visualization menu and the number corresponding to the voice navigation The relationship is used to invoke the visualization menu if the user dials the number.
  • the voice navigation in the call is converted into the visual data; the visualized data is displayed as a visual menu to display the manner of the voice navigation, and the user experience caused by the voice navigation of the phone in the related art is solved.
  • the problem of poorness is to display the voice navigation as a visual menu in an image and intuitive way, which improves the user experience.
  • FIG. 1 is a flowchart of a call processing method according to an embodiment of the present invention.
  • FIG. 3 is an optional flowchart 2 of a call processing method according to an embodiment of the present invention.
  • FIG. 4 is a block diagram showing the structure of a call processing apparatus according to an embodiment of the present invention.
  • FIG. 5 is a block diagram 1 of an optional structure of a call processing apparatus according to an embodiment of the present invention.
  • FIG. 6 is a schematic diagram of a visual menu of a call processing apparatus according to an embodiment of the present invention.
  • FIG. 7 is a schematic diagram of storing user input data of a call processing apparatus according to an embodiment of the present invention.
  • FIG. 8 is a third flowchart of a call processing method according to an alternative embodiment of the present invention.
  • FIG. 9 is a flowchart 4 of a call processing method according to an alternative embodiment of the present invention.
  • FIG. 10 is a flowchart 5 of a call processing method in accordance with an alternative embodiment of the present invention.
  • FIG. 1 is a flowchart of a call processing method according to an embodiment of the present invention. As shown in FIG. 1, the process includes:
  • Step S102 converting voice navigation during a call into visual data
  • step S104 the visualized data is displayed as a visual menu, and the voice navigation is displayed through a visual menu.
  • the voice navigation in the call is converted into visual data; the visualized data is displayed as a visual menu to demonstrate the voice navigation manner, and the problem of poor user experience caused by the phone using the voice navigation in the related art is solved.
  • the voice navigation is displayed as a visual menu in an image and intuitive manner.
  • voice navigation can be recognized according to the voice call, and a visual interaction function is provided, so that the user can select the service that he needs in the visual menu without listening to the voice navigation, thereby avoiding the user's voice speed too. Slow, miss out on content that interests you, and improve user experience.
  • FIG. 2 is an optional flowchart 1 of a call processing method according to an embodiment of the present invention.
  • the process of converting voice navigation into visual data includes:
  • Step S202 Acquire indication information, where the indication information is used to indicate whether to convert voice navigation into visualization data
  • Step S204 in the case where the indication information indicates that the voice navigation is converted into the visualization data, the voice navigation is converted into the visualization data.
  • the switch function can be implemented by using the indication information.
  • the configuration switch mode is adopted to make the visual menu interface not affect the original dialing interface.
  • the user can select to open the visual menu mode, or can select to close the visual menu mode.
  • Traditional voice mode for talking. When making a call, check if it is a supported visual voice response, and if so, start the visual call interface.
  • the indication information may be obtained according to the user's selection, and the indication information is used to determine whether the voice navigation is to be converted into the visualization data, so that the user can select the visualization menu or the traditional voice. Broadcasting has improved the user experience.
  • the same service is consulted or queried.
  • the data input by the user during the voice navigation interaction may also be received, and the data is saved.
  • Sensitive information such as bank account information needs to be stored in a separate file.
  • the stored data can be called, thereby avoiding the user's re-input and improving the user experience. .
  • the data in the above embodiment may also be called and displayed together with the visual menu, so that the data that the user may need to call may be displayed intuitively.
  • the manual user input is avoided, which improves the user experience.
  • FIG. 3 is an optional flowchart 2 of a call processing method according to an embodiment of the present invention.
  • the process includes:
  • Step S302 receiving a command through a visual menu
  • step S304 the command is sent to the provider of the voice navigation.
  • the user can conveniently and intuitively interact with the service provider through the visual menu, and respond to the user's button and touch event according to the data command, and complete the corresponding function, thereby overcoming the traditional voice broadcast in order to save energy.
  • the user often turns off the screen during the call and when the content is input, the inconvenience caused by moving the mobile phone from the ear position to the front is increased, thereby improving the user experience.
  • displaying the visualized data as a visual menu has multiple implementation manners.
  • the implementation manner includes at least one of the following: displaying the visualized data as a visual menu in a list manner, The visualized data is displayed as a visual menu in a tree structure, the visualized data is displayed as a visual menu in an organizational structure, and the visualized data is displayed as a visual menu in a manner of text display.
  • displaying the visualized data as a visual menu in a list manner is that the menu can be displayed one level at a time, and the first level menu item is displayed in a list manner, and after the user selects a certain menu, the list is continued.
  • the submenus corresponding to this menu are displayed; the user can also return to the previous menu through the back button.
  • the feature of displaying the visual data as a visual menu in a tree structure is that after clicking a node menu on the tree diagram, if there is a sub menu under the node menu, after the user selects a certain menu, Expand to display the sub-node menus under this node menu; users can jump directly from one menu to another.
  • Displaying visual data as a visual menu in an organizational structure is characterized by clicking on a node menu on the organizational structure, and if there are submenus under this node, the sub-menu menu under the node menu is expanded; the user You can jump directly from one menu to another.
  • the user can select various implementation modes of the visual menu, so that the representation form of the visual menu is diverse, and the user can conveniently switch between different menus to improve the user experience. degree.
  • the size of the display screen is not the same.
  • it may be determined to display all menus or display partial menus according to the screen size of the device. Therefore, the user can satisfy the visual experience, and the visual menu is too small or too large to be recognized or selected, which improves the user experience.
  • the visual menu can also be saved and the relationship between the visual menu and the number can be established. Therefore, when the user dials a certain number, the visual menu can be invoked according to the stored correspondence between the number and the visual menu, which saves the user's time and improves the user experience.
  • the stored visual menu data is called according to the hotline number input by the user, and the peer voice prompt is simultaneously monitored to determine whether the currently played voice menu has been stored, if Already stored, the stored visual menu data is displayed step by step according to the menu order of the voice play. If there is no storage, the audio information played during the call is converted into text, and the menu is visualized and displayed to the user and stored.
  • the voice navigation is performed by the terminal to form a visual menu.
  • the visual menu is generated and stored in the terminal, and the voice navigation can be displayed in an intuitive manner such as a list, a tree diagram, an organization chart, etc., the menu is visualized and the user input is received; the input content of the user can be stored to facilitate repeated dialing.
  • modules or units in the device may be code stored in a memory or a user terminal and operable by the processor, or may be implemented in other manners, and will not be exemplified herein.
  • FIG. 4 is a structural block diagram of a call processing apparatus according to an embodiment of the present invention. As shown in FIG. 4, the apparatus includes:
  • the conversion module 42 is configured to convert the voice navigation during the call into the visualization data
  • Display module 44 is arranged to display the visualization data as a visual menu to demonstrate voice navigation.
  • the voice navigation is converted into the visualization data by using the conversion module 42; the display module 44 displays the visualization data as a visual menu to demonstrate the manner of voice navigation, and solves the user experience caused by the voice navigation of the phone in the related art. Poor question, the voice navigation is displayed as a visual menu in an image and intuitive way. The user can select the business that he needs in the visual menu, avoiding the user being too slow in voice, missing the content that he is interested in, and improving the user. The degree of experience.
  • the conversion module 42 includes:
  • An obtaining unit configured to obtain indication information, where the indication information is used to indicate whether to convert the voice navigation into the visualization data
  • the conversion unit is configured to convert the voice navigation into the visualization data if the indication information indicates that the voice navigation is converted into the visualization data.
  • the switching function can be realized by the obtaining unit.
  • the configuration switch mode is adopted, so that the visual menu interface does not affect the original dialing interface, and at the same time, the user can select to open the visual menu mode, or can select to close the visual menu mode.
  • Make calls in traditional voice mode When making a call, check if it is a supported visual voice response, and if so, start the visual call interface.
  • the converting unit may include a buffering portion, a sound decoding portion, and a text font portion, and the buffer portion buffers the audio segment in the voice prompt currently played by the voice navigation provider, and the text font portion is generally separately set in the terminal, and the sound decoding is performed. Part of the decoded audio information is decoded and recognized, and matched with the text font.
  • the obtaining unit may obtain the indication information according to the user's selection, and the conversion unit converts the voice navigation into the visualization data through the indication information, so that the user can select the visualization menu or The traditional voice broadcast menu improves the user experience.
  • the device may further include a first receiving module configured to receive data input by the user during the voice navigation interaction and save the data.
  • Sensitive information such as bank account information needs to be stored in a separate file. Therefore, in the case that the user dials the same hotline next time, if the same service needs to be consulted or queried, the data stored by the first receiving module can be invoked, thereby avoiding the user's re-input and improving the user experience.
  • the device may further include a calling module configured to call the data and display together with the visual menu, so that the user may be intuitively The data that needs to be called is displayed, which avoids the user's manual call-in and improves the user's experience.
  • a calling module configured to call the data and display together with the visual menu, so that the user may be intuitively The data that needs to be called is displayed, which avoids the user's manual call-in and improves the user's experience.
  • FIG. 5 is a block diagram of an optional structure of a call processing apparatus according to an embodiment of the present invention.
  • the visualized data is displayed as a visual menu, as shown in FIG. Can include:
  • the second receiving module 52 is configured to receive a command by using a visual menu
  • the sending module 54 is configured to send a command to the provider of the voice navigation.
  • the second receiving module 52 completes the acquisition of the user button, and obtains a user command according to the menu selected by the user corresponding to the specific button information, and the sending module 54 transmits the command to the provider of the voice navigation.
  • the user can conveniently and intuitively interact with the provider of the voice navigation through the second receiving module 52 and the sending module 54, thereby overcoming the traditional voice broadcast, in order to save energy, frequently turn off the screen during dialing and When inputting content, it is inconvenient to use the mobile phone from the ear position to open it in front of the user, which improves the user experience.
  • the display module 44 has multiple implementation manners, and the display module 44 recognizes the acquired text information from the conversion module 42 to graphically display the voice navigation information, and displays the corresponding UI interface. On the screen; realize voice navigation graphic display, text information display; determine the logic rules of information display, list mode or tree diagram, organization structure diagram and so on.
  • display module 44 includes at least one of the following:
  • a first display unit configured to display the visualization data as a visual menu in a list manner
  • a second display unit configured to display the visualization data as a visual menu in a tree structure manner
  • a third display unit configured to display the visualized data as a visual menu in an organizational structure
  • the fourth display unit is configured to display the visualized data as a visual menu in a manner of text display.
  • the first display unit is characterized in that the menu can be displayed one level at a time, and the first level menu item is displayed in a list manner. After the user selects and determines a certain menu, the list continues to display the corresponding items of the menu. Menu; the user can also return to the previous menu via the back button.
  • the second display unit is characterized in that after clicking a node menu on the tree diagram, if there is a sub menu under the node menu, after the user selects a certain menu, the sub-menu under the node menu is expanded. Node menu; users can jump directly from one menu to another.
  • the third display unit is characterized in that, after clicking a node menu on the organizational structure, if there is a sub-menu under the node, the sub-menu menu under the node menu is expanded; the user can jump directly from a menu to Another menu.
  • the user can select various implementation manners of the display module 44, so that the representation form of the visual menu is diverse, and the user can conveniently switch between different menus, thereby improving the user experience.
  • the display module 44 may further include an adjustment unit, which is set according to the screen of the device.
  • the size is determined to display all menus or display partial menus, so that the user can enjoy a satisfactory visual experience, and the visual menu is too small or too large to be recognized or selected, which improves the user experience.
  • the apparatus may further include a saving module configured to save the visualization menu after displaying the visualization data as a visualization menu, and establish a relationship between the visualization menu and the number relationship. Therefore, when the user dials a certain number, the visual menu can be invoked according to the stored correspondence between the certain number and the visual menu, which saves the user's time and improves the user experience.
  • a saving module configured to save the visualization menu after displaying the visualization data as a visualization menu, and establish a relationship between the visualization menu and the number relationship. Therefore, when the user dials a certain number, the visual menu can be invoked according to the stored correspondence between the certain number and the visual menu, which saves the user's time and improves the user experience.
  • the saving module can complete dialing number registration, voice menu information storage, and user input content storage.
  • the saving module identifies the visual menu from the display module 44 and stores it locally, keeps storing the latest voice menu information, and completes storage of a batch of hotline related information, including hotline name, number, related visual menu information, The user inputs information and the like.
  • the user terminal is taken as an example and described in conjunction with an alternative embodiment of the present invention.
  • the greeting is generally heard first, and the customer selects the business or service to be handled by listening to the voice. Since the broadcast of the voice is serial, the client must listen to the voice broadcast at the first level, and choose the business or service that he wants to handle, resulting in low efficiency, and also affects the customer's perception of the corporate image, and some more complicated personal information. The input is also cumbersome.
  • the current popular intelligent terminal is used to solve the voice menu visualization of a customer when dialing the hotline, and the text interaction method can be introduced when the customer dials the hotline, so that the hotline is more intelligent and user-friendly.
  • the optional embodiment provides a visual dialing method for the terminal device to provide a visual interactive menu to the user when the user makes a telephone call, so that the user can select the service to be processed and graphically display the voice navigation.
  • the user realizes the self-service by selecting the corresponding business menu item, that is, the voice navigation is realized through the visual menu, and the business is selected without listening to the voice navigation step by step.
  • the visual dialing interface loads the service phone menu data, it can respond to the user's button and touch event according to the data command to complete the corresponding function.
  • the method of displaying voice navigation may be a piece of ordinary text, or may be displayed by a list mode or a tree structure or an organization structure, and may be displayed according to the screen size of the device displaying the menu, or may be displayed one step at a time, or all menus may be displayed at one time. Or display a partial menu. Depending on the organization of the menu items, the user can switch between different menus when selecting a menu.
  • the list mode is the display menu of the first level, first display the first level menu item in the list mode, after the user selects a certain menu, continue to display the submenu corresponding to the menu in a list manner;
  • the tree structure mode The menu option is displayed in a tree diagram manner. After clicking a node menu on the tree diagram, if there is a submenu under the node menu, after the user selects a certain menu, the respective menus under the node menu are expanded.
  • the organization structure mode is to display the menu options in an organizational structure. After clicking a node menu on the organization structure, there are submenus under the node, and the sub-menu menu under the node menu is expanded to display the list. Menu, the user can return to the previous menu through the back button; for menus organized in a tree structure or organizational structure, the user can jump directly from one menu to another menu.
  • a configuration switch can also be adopted, so that the visual dialing interface does not affect the original dialing interface, and the user can select to open the visual menu mode, or can close the visual menu mode to perform the call in the traditional voice mode.
  • the visual dialing interface does not affect the original dialing interface, and the user can select to open the visual menu mode, or can close the visual menu mode to perform the call in the traditional voice mode.
  • the user can save the input content data in this call.
  • This data can be placed in one file or in a different file. For example, bank account information.
  • the data is saved in the terminal memory along with the visualization menu and is displayed in conjunction with the visualization menu.
  • the menu data of the service phone in this embodiment may include menu data and user data. The following explains each:
  • Menu data Transfer to different services by selecting different business commands, or other interfaces, including returning to the previous layer, switching to manual service, timeout duration, timeout action, returning to the previous menu after timeout, re-entering, repeating (refresh after timeout) )and many more.
  • the telephone service changes, the number and format of the commands are modified accordingly.
  • User data includes inputting general information and inputting sensitive information. For example, bank account information, password information, and so on.
  • the call unit invokes the visual menu data stored by the voice recognition unit according to the hotline number input by the user, and the voice recognition unit monitors the voice prompt of the opposite end to determine whether the currently played voice menu has been Store, if already stored, display the stored visual menu data step by step according to the menu order of the voice play. If there is no storage, the audio information played during the call is converted into text by the voice recognition unit, and the visual menu unit is displayed to the user and stored.
  • a visual voice dialing device for a terminal device, including: a voice recognition unit (implementing the functions of the conversion module 42), and a visual menu unit (implementing the functions of the display module 44) , call unit. These units are described separately below.
  • the voice recognition unit monitors the voice prompt of the opposite end and returns the menu recognition result.
  • the voice recognition unit converts the audio information played during the call into text, and is connected with the visual menu unit for displaying the text information to the user, that is, the relevant text information is transmitted to the user.
  • the visual menu unit is displayed to the user in some form of interface.
  • the voice recognition unit may include a cache module and a conversion module, wherein: the cache module is configured to buffer an audio segment in a voice prompt currently played by the peer end, and is triggered after the call starts; the conversion module, and the cache module The connection is set to convert the currently cached audio segment into text information after the voice prompt ends; the conversion module includes a sound decoding portion and a text font portion, and the font portion is generally separately set in the mobile phone memory, and the sound decoding portion is said to be the mobile terminal cache.
  • the audio information is decoded and recognized, matched with a font stored in advance in the mobile phone, and the matched text is sent to the search module as a search keyword.
  • Converting the buffered audio information into text information is done by the voice recognition function. That is, the voice information sent by the peer end, for example, the content spoken by the opposite end, is obtained, and then the voice information of the opposite end is converted into the text information by the voice recognition technology;
  • Automated Speech Recognition is the prior art. It can convert vocabulary content in human speech into computer readable input, for example, through the following three steps:
  • the unit is a function module for making calls, including the normal telephone function and the visual dialing function of the automatic voice answering telephone.
  • the prior art is not the gist of the invention. Provides an interface to the visual menu unit.
  • the unit recognizes the obtained text information from the voice recognition unit to graphically display the voice menu information, displays the corresponding menu through the visual menu, displays the corresponding UI interface on the screen, provides an interface input by the user, waits for the user operation, and completes the user button.
  • the visual menu unit provides storage functions, complete dialing number registration, voice menu information storage, and user input content storage.
  • the visual menu unit recognizes the visual menu from the speech recognition unit and stores it locally, stores the latest voice menu information; completes storage of a batch of hotline related information, including hotline name, number, related visual menu information, user input Information, etc.
  • the voice menu information further includes a hotline number, a menu level, a menu name, a menu number, and the like. Assume that the menu logic of the voice self-service of the 10086 is: a first-level menu node is performed according to 10086, and the voice prompt is: "Check the balance by 1 and perform manual service by 2".
  • FIG. 6 is a schematic diagram of a visual menu of a call processing apparatus according to an embodiment of the present invention. As shown in FIG. 6, it is assumed that the menu logic of the voice self-service of 10086 is: enter the first level menu node according to 10086, and the voice prompt is: “press 1 For balance inquiry, press 2 for manual service.”
  • the conversion module 44 (voice recognition unit, hereinafter described by the voice recognition unit) displays the voice prompt conversion bit text menu to the user.
  • FIG. 7 is a schematic diagram of the voice dialing structure of the call processing apparatus according to the embodiment of the present invention.
  • the visual menu unit (the visual menu unit implements the functions of the display module 44, the second receiving module 52, the sending module 54, and the storage module) receives the user touch operation, and the user clicks
  • the execution menu is implemented by passing different parameters. For example, when the user clicks the menu of “press 1 for balance inquiry”, the visual menu unit converts the touch command into digital information corresponding to the menu button and transmits the digital information to the call unit.
  • the menu logic of the 10086 service is: Press 10086 to enter the first level menu, and the visual menu is: "Press 1 for balance inquiry, press 2 for manual service".
  • the account balance is sent to the user, and when the user clicks on menu 2, the manual service is accessed.
  • the visual menu unit In the visual menu dialing process, when the user wants to jump directly from the third-level menu to the first-level menu, only need to select the first-level menu on the screen to click, and the visual menu unit will automatically transfer the voice command to the previous level.
  • the call unit completes the return of the menu, assuming that the menu logic of the voice self-service of the 10086 is 0 to return to the previous menu.
  • the visual menu unit receives the user's Input and continuous feedback of two 0 to the call unit, the direct page jump is displayed to the user on the UI interface, and the actual call unit continuously completes the input of the two return keys in the background.
  • the visual menu unit When the user wants to When the first level menu jumps directly to the third level menu, it only needs to click on the screen to select the third level menu for clicking, and the visual menu unit will automatically transmit the voice command of the second level menu number corresponding to the third level menu number to the voice command.
  • the call unit completes the return of the menu, assuming the three-level menu number 1-1-1 of the voice self-service of the 10086, when the user selects from the first-level menu interface through the touch selection to the third-level menu interface, the visual menu unit receives the user.
  • the input and continuous feedback of two 1 to the call unit, the direct page jump is displayed to the user on the UI interface, and the actual call unit continuously completes the input of two 1 keys in the background.
  • the user input content information may include a touch operation on the menu, a corresponding user input text content, and the like.
  • 8 is a schematic diagram of storing user input data of a call processing apparatus according to an embodiment of the present invention. As shown in FIG. 8, when a user inputs a series of text information, such as a bank card number, the visual menu unit can store the number, and the next call is made. The default is filled in the visualization menu without the user having to re-enter.
  • FIG. 9 is a third flowchart of a call processing method according to an alternative embodiment of the present invention.
  • the process includes:
  • Step S902 open the call unit, and select a hotline number to be dialed
  • Step S904 the visual menu unit determines whether the latest voice navigation is stored according to the hotline to be dialed, and if so, displays the menu input user input step by step, if not, executes step S906 to start the voice recognition unit;
  • Step S906 the voice recognition unit buffers the audio information of the current call, and performs recognition and conversion into text information.
  • Step S908 the visual menu unit displays the current menu information according to the recognition result and the graphic menu display requirement (list mode, tree diagram mode or organizational structure mode);
  • Step S910 the user selects a certain menu click, and the visual menu unit converts the user's click on the menu into a menu number and sends the call to the call unit;
  • step S912 after receiving the feedback, the call unit notifies the visual menu unit to further display its lower menu information.
  • the voice broadcast is converted into a visual menu, which is convenient for the user to operate, saves the user's time, and improves the user's experience.
  • FIG. 10 is a flowchart of a call processing method according to an alternative embodiment of the present invention. As shown in FIG. 10, the process includes:
  • Step S1002 open the call unit, and select a hotline number to be dialed
  • Step S1004 The visual menu unit determines that the latest voice navigation is stored according to the hotline to be dialed;
  • Step S1006 The visual menu unit invokes the corresponding graphic menu according to the voice recognition result, and displays the stored menu information step by step;
  • Step S1008 the user selects a certain menu click, and the visual menu unit converts the user's click on the menu into a menu number and sends the call to the call unit;
  • Step S1010 After receiving the feedback, the call unit notifies the visual menu unit to further display the lower menu information;
  • step S1012 when the menu information is an input account, the visual menu unit displays a menu edit box, and the user input content stored in the previous call is input by default, and the user can directly use the content or re-enter the new account.
  • the voice broadcast is converted into a visual menu, which is convenient for the user to operate, saves the user's time, and improves the user's experience.
  • a storage medium is further provided, wherein the software includes the above-mentioned software, including but not limited to: an optical disk, a floppy disk, a hard disk, an erasable memory, and the like.
  • the voice navigation in the call is converted into the visualization data; the visualized data is displayed as a visual menu to display the voice navigation manner, and the phase is solved.
  • the problem of poor user experience caused by voice navigation is to display the voice navigation as a visual menu in an image and intuitive manner, which improves the user experience.

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Abstract

本发明提供了一种通话处理方法及装置，其中，该方法包括：将通话中的语音导航转换为可视化数据；将可视化数据显示为可视化菜单，以展示语音导航的方式。通过本发明解决了相关技术中电话采用语音导航而导致的用户体验度差的问题，以形象、直观的方式将语音导航显示为可视化菜单，提高了用户的体验度。

Description

通话处理方法及装置 技术领域
本发明涉及通信领域，具体而言，涉及一种通话处理方法及装置。
背景技术
电话服务主要包括自动语音服务和人工服务两种方式，无论使用哪种方式，传统的纯语音交互方式对用户、企业都带来了诸多不便。在用户方面，通常情况下，用户在拨打热线后，通过听取语音来选择自己要办理的业务或服务。由于语音的播报是串行的，用户必须一级一级地听取语音播报，选择自己要办理的业务或服务，同时也由于用户对下一级菜单完全没有预见性，常常因为操作失误而不得不重新拨打客服电话，导致效率比较低下。在企业方面，由于用户对电话服务的体验度差，同时也影响了用户对企业形象的感知。
针对相关技术中电话采用语音导航而导致的用户体验度差的问题，目前尚未提出有效的解决方案。
发明内容
本发明提供了一种通话处理方法及装置，以解决相关技术中电话采用语音导航而导致的用户体验度差的问题。
根据本发明的一个实施例，提供了一种通话处理方法，包括：将通话中的语音导航转换为可视化数据；将所述可视化数据显示为可视化菜单，以展示所述语音导航。
优选地，将所述语音导航转换为所述可视化数据包括：获取指示信息，其中，所述指示信息用于指示是否将所述语音导航转换为所述可视化数据；在所述指示信息指示用于将所述语音导航转换为所述可视化数据的情况下，将所述语音导航转换为所述可视化数据。
优选地，将所述可视化数据显示为所述可视化菜单之后，所述方法还包括：接收用户进行所述语音导航交互过程中输入的数据，并将所述数据进行保存。
优选地，将所述数据进行保存之后，所述方法还包括：调用所述数据并与所述可视化菜单一起显示。
优选地，将所述可视化数据显示为所述可视化菜单之后，所述方法还包括：通过所述可视化菜单接收命令；将所述命令发送至所述语音导航的提供方。
优选地，将所述可视化数据显示为菜单包括以下至少之一：以列表的方式将所述可视化数据显示为所述可视化菜单、以树形结构的方式将所述可视化数据显示为所述可视化菜单、以组织架构的方式将所述可视化数据显示为所述可视化菜单、按照文本显示的方式将所述可视化数据显示为所述可视化菜单。
优选地，在所述可视化数据以所述列表的方式、以所述树形结构的方式或者以所述组织架构的方式显示的情况下，将所述可视化数据显示为可视化菜单包括：显示出一级菜单；在接收到显示所述一级菜单中至少一个菜单的下一级菜单的命令之后，以列表的方式显示所述至少一个菜单的下一级菜单。
优选地，将所述可视化数据显示为所述可视化菜单包括：根据显示所述可视化菜单的设备的屏幕大小确定显示全部菜单或者显示部分菜单。
优选地，将所述可视化数据显示为所述可视化菜单之后，所述方法还包括：保存所述可视化菜单，并建立所述可视化菜单与号码之间的关系；其中，所述关系用于在所述用户拨打所述号码的情况下调用所述可视化菜单。
根据本发明的一个实施例，还提供了一种通话处理装置，包括：转换模块，设置为将通话中的语音导航转换为可视化数据；显示模块，设置为将所述可视化数据显示为可视化菜单，以展示所述语音导航。
优选地，所述转换模块包括：获取单元，设置为获取指示信息，其中，所述指示信息用于指示是否将所述语音导航转换为所述可视化数据；转换单元，设置为在所述指示信息指示用于将所述语音导航转换为所述可视化数据的情况下，将所述语音导航转换为所述可视化数据。
优选地，所述装置还包括：第一接收模块，在所述可视化数据显示为所述可视化菜单之后，设置为接收用户进行所述语音导航交互过程中输入的数据，并将所述数据进行保存。
优选地，所述装置还包括：调用模块，设置为将所述数据进行保存之后，调用所述数据并与所述可视化菜单一起显示。
优选地，所述装置还包括：第二接收模块，在所述可视化数据显示为所述可视化菜单之后，还设置为通过所述可视化菜单接收命令；发送模块，设置为将所述命令发送至所述语音导航的提供方。
优选地，所述显示模块包括以下至少之一：第一显示单元，设置为以列表的方式将所述可视化数据显示为所述可视化菜单；第二显示单元，设置为以树形结构的方式将所述可视化数据显示为所述可视化菜单；第三显示单元，设置为以组织架构的方式将所述可视化数据显示为所述可视化菜单；第四显示单元，设置为按照文本显示的方式将所述可视化数据显示为所述可视化菜单。
优选地，所述第一显示单元、所述第二显示单元和所述第三显示单元均包括：一级菜单子单元，设置为显示出一级菜单；下级菜单子单元，设置为在接收到显示所述一级菜单中至少一个菜单的下一级菜单的命令之后，以列表的方式显示所述至少一个菜单的下一级菜单。
优选地，所述显示模块包括：调整单元，设置为根据显示所述可视化菜单的设备的屏幕大小确定显示全部菜单或者显示部分菜单。
优选地，将所述装置还包括：保存模块，设置为在所述可视化数据显示为所述可视化菜单之后，保存所述可视化菜单，并建立所述可视化菜单与所述语音导航对应的号码之间的关系；其中，所述关系用于在所述用户拨打所述号码的情况下调用所述可视化菜单。
通过本发明，采用将通话中的语音导航转换为可视化数据；将所述可视化数据显示为可视化菜单，以展示所述语音导航的方式，解决了相关技术中电话采用语音导航而导致的用户体验度差的问题，以形象、直观的方式将语音导航显示为可视化菜单，提高了用户的体验度。
附图说明
此处所说明的附图用来提供对本发明的进一步理解，构成本申请的一部分，本发明的示意性实施例及其说明用于解释本发明，并不构成对本发明的不当限定。在附图中：
图1是根据本发明实施例的通话处理方法的流程图；
图2是根据本发明实施例的通话处理方法的可选流程图一；
图3是根据本发明实施例的通话处理方法的可选流程图二；
图4是根据本发明实施例的通话处理装置的结构框图；
图5是根据本发明实施例的通话处理装置的可选结构框图一；
图6是根据本发明实施例的通话处理装置的可视化菜单示意图；
图7是根据本发明实施例的通话处理装置的存储用户输入数据的示意图；
图8是根据本发明可选实施例的通话处理方法的流程图三；
图9是根据本发明可选实施例的通话处理方法的流程图四；
图10是根据本发明可选实施例的通话处理方法的流程图五。
具体实施方式
需要说明的是，在不冲突的情况下，本申请中的实施例及实施例中的特征可以相互组合。下面将参考附图并结合实施例来详细说明本发明。
在附图的流程图示出的步骤可以在用户终端诸如智能手机、平板电脑等中执行，并且，虽然在流程图中示出了逻辑顺序，但是在某些情况下，可以以不同于此处的顺序执行所示出或描述的步骤。
以下实施例中的“第一”“第二”仅用于区分，并不对顺序进行限定。
本实施例提供了一种通话处理方法，图1是根据本发明实施例的通话处理方法的流程图，如图1所示，该流程包括：
步骤S102，将通话中的语音导航转换为可视化数据；
步骤S104，将可视化数据显示为可视化菜单，通过可视化菜单展示该语音导航。
通过上述各个步骤，采用将通话中的语音导航转换为可视化数据；将可视化数据显示为可视化菜单，以展示语音导航的方式，解决了相关技术中电话采用语音导航而导致的用户体验度差的问题，以形象、直观的方式将语音导航显示为可视化菜单。另外，通过上述步骤，能够根据语音通话中识别出语音导航，提供了一种可视化互动功能，从而用户无需通过听取语音导航，可以在可视化菜单中选择自己需要的业务，避免了用户因语音速度太慢，漏掉自己感兴趣的内容，提高了用户的体验度。
图2是根据本发明实施例的通话处理方法的可选流程图一，如图2所示，在一个可选的实施例中，在步骤S102中，将语音导航转换为可视化数据的流程包括：
步骤S202，获取指示信息，其中，该指示信息用于指示是否将语音导航转换为可视化数据；
步骤S204，在指示信息指示用于将语音导航转换为可视化数据的情况下，将语音导航转换为可视化数据。
通过上述步骤，可以通过指示信息实现开关功能，例如，采用配置开关的方式，使可视化菜单界面不影响原有的拨打界面，同时，用户可以选择开启可视化菜单方式，也可以选择关闭可视化菜单方式以传统语音方式进行通话。在拨打电话时，检查是否是已支持的可视化语音应答，如果是则启动可视化拨打界面。
在上述可选的实施例中，通过采取上述各个步骤，可以根据用户的选择来获取指示信息，通过该指示信息来判断是否要将语音导航转换为可视化数据，使用户可以选择可视化菜单或者传统语音播报，提高了用户的体验度。
在一些情况下，用户拨打相同的热线电话时，其进行咨询或查询的是相同的业务。在本发明的一个可选的实施例中，将可视化数据显示为可视化菜单之后，还可以接收用户进行语音导航交互过程中输入的数据，并将数据进行保存。
这些数据可以放在一个文件中，也可以放在不同文件中，比如银行账号信息等敏感信息需要单独存放在一个文件中。根据本实施例中的方法，实现了用户在下次拨打相同的热线电话的情况下，如果需要咨询或查询相同的业务，可以调用存储的数据，避免了用户的再次输入，提高了用户的体验度。
在本发明的一个可选的实施例中，在将上述实施例中的数据进行保存后，还可以调用该数据并与可视化菜单一起显示，从而可以直观的将用户可能需要调用的数据显示出来，避免了用户的手动调入，提高了用户的体验度。
图3是根据本发明实施例的通话处理方法的可选流程图二，在本发明的一个可选的实施例中，在将可视化数据显示为可视化菜单之后，即在步骤S104之后，如图3所示，该流程包括：
步骤S302，通过可视化菜单接收命令；
步骤S304，将命令发送至语音导航的提供方。
通过采取上述各个步骤，可以使用户方便、直观的通过可视化菜单与业务提供方进行互动，根据数据命令，响应用户的按键、触摸事件，完成相应的功能，克服了传统语音播报中手机为了节能，在拨打期间经常关闭屏幕以及在输入内容的时候，要把手机从耳朵位置挪开放在面前使用等带来的不便，提高了用户的体验度。
另外，在具体实施过程中，将可视化数据显示为可视化菜单有多种实现方式，在一个可选的实施例中，实现方式包括以下至少之一：以列表的方式将可视化数据显示为可视化菜单、以树形结构的方式将可视化数据显示为可视化菜单、以组织架构的方式将可视化数据显示为可视化菜单、按照文本显示的方式将可视化数据显示为可视化菜单。
其中，以列表的方式将可视化数据显示为可视化菜单的特点在于，可以一级一级显示菜单，先以列表方式显示出一级菜单项，在用户选择确定某一菜单后，再继续以列表方式显示此菜单对应的各子菜单；用户还可以通过返回按钮，返回到上一级菜单。
以树形结构的方式将可视化数据显示为可视化菜单的特点在于，在点击树形图上某一节点菜单后，如果此节点菜单下还有子菜单，在用户选择确定某一菜单后，则会 展开显示此节点菜单下的各子节点菜单；用户可以从一个菜单直接跳转到另外一个菜单。
以组织架构的方式将可视化数据显示为可视化菜单的特点在于，点击组织架构上某一节点菜单后，如果此节点下还有子菜单，则会展开显示此节点菜单下的各子节点菜单；用户可以从一个菜单直接跳转到另外一个菜单。
通过采用上述实施例中的方法，可以使用户选择可视化菜单的多种实现方式，使可视化菜单的表现形式具有多样性，同时可以使用户方便的在不同菜单之间切换选择，提高了用户的体验度。
由于用户终端的多样化，其显示屏幕的大小也不尽相同，对于不同大小的屏幕，在本发明的一个可选的实施例中，可以采取根据设备的屏幕大小确定显示全部菜单或者显示部分菜单，从而可以给用户满意的视觉体验，不至于因为可视化菜单太小或太大而无法辨认或选择，提高了用户的体验度。
在本发明的一个可选的实施例中，在将可视化数据显示为可视化菜单之后，还可以保存该可视化菜单，并建立该可视化菜单与号码之间的关系。从而在用户拨打某一号码的情况下，可以根据存储的该号码与可视化菜单的对应关系，调用可视化菜单，节省了用户的时间，提高了用户的体验度。
例如，当用户在已经存储可视化菜单数据的情况下再次拨打热线号码时，根据用户输入的热线号码调用存储的可视化菜单数据，同时监听对端语音提示，判断当前播放的语音菜单是否已经存储，如果已经存储则根据语音播放的菜单次序逐级显示存储的可视化菜单数据。如果没有存储则将通话中播放的音频信息转换为文本，可视化菜单后显示给用户并存储。
通过上述实施例及可选实施方式，基于语音识别技术，将语音导航由终端进行语音识别后形成可视化菜单。该可视化菜单生成后存储在终端，可以以列表、树形图、组织架构图等直观的方式展示语音导航，实现菜单的可视化并接收用户输入；可以存储用户的输入内容方便反复拨打等。
在实施例中还提供了一种装置，该装置与上述实施例中的方法相对应，已经进行过说明的在此不再赘述。该装置中的模块或单元可以是存储在存储器或用户终端中并可以被处理器运行的代码，也可以用其他方式实现，在此不再一一举例。
根据本发明的一个实施例，还提供了一种通话处理装置，图4是根据本发明实施例的通话处理装置的结构框图，如图4所示，该装置包括：
转换模块42，设置为将通话中的语音导航转换为可视化数据；
显示模块44，设置为将可视化数据显示为可视化菜单，以展示语音导航。
通过上述各个模块，利用转换模块42将语音导航转换为可视化数据；显示模块44将可视化数据显示为可视化菜单，以展示语音导航的方式，解决了相关技术中电话采用语音导航而导致的用户体验度差的问题，以形象、直观的方式将语音导航显示为可视化菜单，用户可以再可视化菜单中选择自己需要的业务，避免了用户因语音速度太慢，漏掉自己感兴趣的内容，提高了用户的体验度。
转换模块42的实现方式有多种，在一个可选的实施例中，转换模块42包括：
获取单元，设置为获取指示信息，其中，该指示信息用于指示是否将语音导航转换为可视化数据；
转换单元，设置为在指示信息指示用于将语音导航转换为可视化数据的情况下，将语音导航转换为可视化数据。
通过上述各个单元，可以通过获取单元实现开关功能，例如，采用配置开关的方式，使可视化菜单界面不影响原有的拨打界面，同时，用户可以选择开启可视化菜单方式，也可以选择关闭可视化菜单方式以传统语音方式进行通话。在拨打电话时，检查是否是已支持的可视化语音应答，如果是则启动可视化拨打界面。
一般情况下，转换单元可以包括缓存部分、声音解码部分和文字字库部分，缓存部分对语音导航提供方当前播放的语音提示中的音频片段进行缓存，文字字库部分一般单独设置在终端中，声音解码部分将缓存的音频信息进行解码识别，与文字字库进行匹配。
在上述可选的实施例中，通过采取上述各个单元，可以实现获取单元根据用户的选择来获取指示信息，转换单元通过该指示信息，将语音导航转换为可视化数据，使用户可以选择可视化菜单或者传统语音播报菜单，提高了用户的体验度。
在一些情况下，用户拨打相同的热线电话时，其进行咨询或查询的是相同的业务。在本发明的一个可选的实施例中，将可视化数据显示为可视化菜单之后，装置还可以包括第一接收模块，设置为接收用户进行语音导航交互过程中输入的数据，并将数据进行保存。
这些数据可以放在一个文件中，也可以放在不同文件中，比如银行账号信息等敏感信息需要单独存放在一个文件中。从而实现了用户在下次拨打相同的热线电话的情况下，如果需要咨询或查询相同的业务，可以调用第一接收模块存储的数据，避免了用户的再次输入，提高了用户的体验度。
在本发明的一个可选的实施例中，在将上述实施例中的数据进行保存后，装置还可以包括调用模块，设置为调用该数据并与可视化菜单一起显示，从而可以直观的将用户可能需要调用的数据显示出来，避免了用户的手动调入，提高了用户的体验度。
图5是根据本发明实施例的通话处理装置的可选结构框图一，在本发明的一个可选的实施例中，在将可视化数据显示为可视化菜单之后，如图5所示，该装置还可以包括：
第二接收模块52，设置为通过可视化菜单接收命令；
发送模块54，设置为将命令发送至语音导航的提供方。
第二接收模块52完成用户按键的获取，并根据用户选择的菜单对应到具体的按键信息，得到用户命令，发送模块54将命令传递给语音导航的提供方。通过采取上述各个模块，可以使用户方便、直观的通过第二接收模块52和发送模块54与语音导航的提供方进行互动，克服了传统语音播报中手机为了节能，在拨打期间经常关闭屏幕以及在输入内容的时候，要把手机从耳朵位置挪开放在面前使用等带来的不便，提高了用户的体验度。
另外，在具体实施过程中，显示模块44有多种实现方式，显示模块44从转换模块42识别获取到的文字信息，以图形化展示语音导航信息，将对应的UI界面显示在 屏幕上；实现语音导航图形展示、文本信息展示；确定信息展示的逻辑规则，以列表方式还是树形图、组织架构图等。在一个可选的实施例中，显示模块44包括以下至少之一：
第一显示单元，设置为以列表的方式将可视化数据显示为可视化菜单；
第二显示单元，设置为以树形结构的方式将可视化数据显示为可视化菜单；
第三显示单元，设置为以组织架构的方式将可视化数据显示为可视化菜单；
第四显示单元，设置为按照文本显示的方式将可视化数据显示为可视化菜单。
其中，第一显示单元的特点在于，可以一级一级显示菜单，先以列表方式显示出一级菜单项，在用户选择确定某一菜单后，再继续以列表方式显示此菜单对应的各子菜单；用户还可以通过返回按钮，返回到上一级菜单。
第二显示单元的特点在于，在点击树形图上某一节点菜单后，如果此节点菜单下还有子菜单，在用户选择确定某一菜单后，则会展开显示此节点菜单下的各子节点菜单；用户可以从一个菜单直接跳转到另外一个菜单。
第三显示单元的特点在于，点击组织架构上某一节点菜单后，如果此节点下还有子菜单，则会展开显示此节点菜单下的各子节点菜单；用户可以从一个菜单直接跳转到另外一个菜单。
通过上述实施例，可以使用户选择显示模块44的多种实现方式，使可视化菜单的表现形式具有多样性，同时可以使用户方便的在不同菜单之间切换选择，提高了用户的体验度。
由于用户终端的多样化，其显示屏幕的大小也不尽相同，对于不同大小的屏幕，在本发明的一个可选的实施例中，显示模块44还可以包括调整单元，设置为根据设备的屏幕大小确定显示全部菜单或者显示部分菜单，从而可以给用户满意的视觉体验，不至于因为可视化菜单太小或太大而无法辨认或选择，提高了用户的体验度。
在本发明的一个可选的实施例中，装置还可以包括保存模块，设置为在将可视化数据显示为可视化菜单之后，保存该可视化菜单，并建立该可视化菜单与号码之间的 关系。从而在用户拨打某一号码的情况下，可以根据存储的该某一号码与可视化菜单的对应关系，调用可视化菜单，节省了用户的时间，提高了用户的体验度。
例如，保存模块可以完成拨打号码登记、语音菜单信息存储、用户输入内容存储。保存模块从显示模块44中识别出可视化菜单并存储到本地，保持存储最新的语音菜单信息；并完成一批热线相关信息的存储，存储的热线相关信息包括热线名称、号码、相关可视化菜单信息、用户输入信息等。
下面以用户终端为例，结合本发明的可选实施例进行说明。
当前客户拨打热线后，一般首先听到问候语，客户通过听取语音来选择自己要办理的业务或服务。由于语音的播报是串行的，客户必须一级一级地听取语音播报，选择自己要办理的业务或服导致效率比较低下，也影响了客户对企业形象的感知，并且一些比较复杂的个人信息的输入也比较繁琐。
在本可选实施例中结合目前流行的智能终端解决一种客户在拨打热线时语音菜单可视化，可在客户拨打热线时引入文本互动手段，让拨打热线变的更加智能与人性化。
本可选实施例提供了一种可视化拨号方法，用于终端设备，在用户拨打电话通话中，向用户提供可视化交互式菜单，方便用户选择所要办理的业务，以图形方式展示语音导航。用户通过选取相应业务菜单项实现自助业务，即通过可视化菜单实现语音导航，无需通过逐级听取语音导航来选择业务。可视化拨打界面加载服务电话菜单数据后，可以根据数据命令，响应用户的按键、触摸事件，完成相应的功能。
显示语音导航的方式可以是一段普通文字，也可以是通过列表方式或树形结构方式或组织架构方式显示，可根据展示菜单的设备的屏幕大小决定是逐级显示菜单，还是一次性显示全部菜单或显示部分菜单。根据菜单项的组织形式的不同，在选择菜单时，用户可以在不同菜单之间进行切换选择。
下面对这三种方式进行说明：
列表方式是在于一级一级的显示菜单，先以列表方式显示出一级菜单项，在用户选择确定某一菜单后，再继续以列表方式显示此菜单对应的各子菜单；树形结构方式是以树形图方式展示菜单选项，点击树形图上某一节点菜单后，如果此节点菜单下还有子菜单，在用户选择确定某一菜单后，则会展开显示此节点菜单下的各子节点菜单； 组织架构方式是以组织架构方式展示菜单选项，点击组织架构上某一节点菜单后，如此节点下还有子菜单，则会展开显示此节点菜单下的各子节点菜单；对以列表方式组织的菜单，用户可以通过返回按钮，返回到上一级菜单；对以树形结构或组织架构方式组织的菜单，用户可以从一个菜单直接跳转到另外一个菜单。
在本实施例中还可以采用配置开关的方式，使得可视化拨打界面不影响原有的拨打界面，用户可以选择开启可视化菜单方式，也可以选择关闭可视化菜单方式以传统语音方式进行通话。在拨打电话时，检查是否是已支持的可视化语音应答，如果是则启动可视化拨打界面。
作为一个可选的实施方式，用户可以保存本次通话中的输入内容数据。这些数据可以放在一个文件中，也可以放在不同文件中。比如银行账号信息等。所述数据和可视化菜单一起保存在终端内存中，并和可视化菜单一起被调用显示。
作为一个可选的实施方式，本实施例中的服务电话的菜单数据可以包括菜单数据和用户数据。下面对此分别进行说明：
菜单数据：通过选择不同业务命令转移到不同业务，或者其他界面，包括返回上一层、转人工服务、超时时长、超时动作、超时后返回上一级菜单，超时后要求重新输入、重复(刷新)等等。随着电话业务的改动，会对命令的数量和格式进行相应的修改。
用户数据：包括输入普通信息和输入敏感信息。比如银行账号信息、密码信息等。
当用户已经存储菜单数据的情况下再次拨打热线号码时，通话单元根据用户输入的热线号码调用语音识别单元存储的可视化菜单数据，语音识别单元监听对端语音提示，判断当前播放的语音菜单是否已经存储，如果已经存储则根据语音播放的菜单次序逐级显示存储的可视化菜单数据。如果没有存储则通过语音识别单元将通话中播放的音频信息转换为文本，可视化菜单单元显示给用户并存储。
本可选实施例中提供了一种可视化语音拨号装置，用于一终端设备，包括：语音识别单元(实现了上述转换模块42的功能)、可视化菜单单元(实现了上述显示模块44的功能)、通话单元。下面对这几个单元分别进行说明。
语音识别单元
语音识别单元监听对端语音提示，返回菜单识别结果，语音识别单元将通话中播放的音频信息转换为文本，与可视化菜单单元连接，用于将文本信息进行显示给用户，即将相关文本信息传递给可视化菜单单元以某种界面形式显示给用户。
语音识别单元可以包括缓存模块、转换模块，其中：所述缓存模块，设置为缓存对端当前播放的语音提示中的音频片段，通话开始后就触发的；所述转换模块，与所述缓存模块连接，设置为当语音提示结束后将当前缓存的音频片段转换为文字信息；所述转换模块包括声音解码部分、文字字库部分，字库部分一般单独设置在手机内存中，声音解码部分讲手机终端缓存的音频信息进行解码识别，与手机内预先存储的字库进行匹配，并将匹配后的文字作为搜索关键词发给搜索模块。
将缓存的音频信息转换为文字信息，由语音识别功能完成。即获取对端发送的语音信息，例如，对端说话的内容，然后通过语音识别技术将对端的语音信息转化为文字信息显示出来；语音识别技术(Automated Speech Recognition，简称ASR)为现有技术，其能将人类的语音中的词汇内容转换为计算机可读的输入，例如，通过如下三个步骤实现：
1、对输入的语音进行特征提取；
2、将提取的语音信号与计算机内的语音模型进行匹配；
3、将匹配结果进行输出。
由于语音识别技术是现有技术，在此不再赘述。
通话单元
该单元是一个打电话的功能模块，包括普通电话功能和自动语音应答电话的可视化拨打功能。作为现有技术不是本发明的发明要点。提供和可视化菜单单元的接口。
可视化菜单单元
该单元从语音识别单元识别获取到的文字信息以图形化展示语音菜单信息，通过可视化菜单展示相应菜单，将对应的UI界面显示在屏幕上；提供用户输入的接口，等待用户操作，完成用户按键的获取，并根据用户选择的菜单对应到具体的按键信息， 传递给通话单元。实现语音导航图形展示、文本信息展示；确定信息展示的逻辑规则，以列表方式还是树形图、组织架构图等。
可视化菜单单元提供存储功能，完成拨打号码登记、语音菜单信息存储、用户输入内容存储。可视化菜单单元从所述语音识别单元识别出可视化菜单并存储到本地，存储最新的语音菜单信息；完成一批热线相关信息的存储，存储的信息包括热线名称、号码、相关可视化菜单信息、用户输入信息等。
语音菜单信息进一步包括热线号码、菜单级别、菜单名称、菜单编号等。假设10086的语音自助服务的菜单逻辑为：按10086进行一级菜单节点，语音提示为：“按1进行余额查询，按2进行人工服务”。
图6是根据本发明实施例的通话处理装置的可视化菜单示意图，如图6所示，假设10086的语音自助服务的菜单逻辑为：按10086进入一级菜单节点，语音提示为：“按1进行余额查询，按2进行人工服务”。转换模块44(语音识别单元，以下以语音识别单元进行说明)将语音提示转换位文字菜单显示给用户。
在可视化菜单拨号过程，由于操作***不同，用户在选择好菜单进行呼叫时，具体方法会存在差异，图7是根据本发明实施例的通话处理装置的语音拨号结构示意图，在本可选实施例中，如图7所示，是在Android***下可视化菜单单元(可视化菜单单元实现了上述显示模块44、第二接收模块52、发送模块54、存储模块的功能)接收用户触控操作，用户点击执行菜单通过传递不同的参数来实现。例如当用户点击“按1进行余额查询”这个菜单时，可视化菜单单元将触摸指令转换为该菜单按钮对应的数字信息传递给通话单元。假设可视化菜单为二级结构，10086的服务的菜单逻辑为：按10086进入一级菜单，可视化菜单为：“按1进行余额查询，按2进行人工服务”。当用户点击菜单1时向用户发送账户余额，当用户点击菜单2则接入人工服务。
在可视化菜单拨号过程，当用户希望从三级菜单直接跳到一级菜单时，只需要在屏幕上选择一级菜单进行点击即可，可视化菜单单元会自动将返回上一级的语音命令传递给通话单元完成菜单的返回，假设10086的语音自助服务的菜单逻辑为按0返回上一级菜单，当用户从三级菜单界面直接跳到一级菜单界面进行点选时，可视化菜单单元接收用户的输入并将连续反馈两个0给通话单元，在UI界面上显示给用户的是直接的页面跳转，在后台实际通话单元连续完成了两个返回键的输入。当用户希望从 一级菜单直接跳到三级菜单时，只需要在屏幕上通过触控选择到三级菜单进行点击即可，可视化菜单单元会自动将三级菜单编号对应的二级菜单编号的语音命令传递给通话单元完成菜单的返回，假设10086的语音自助服务的三级菜单编号1-1-1，当用户从一级菜单界面通过触控选择到三级菜单界面进行点选时，可视化菜单单元接收用户的输入并将连续反馈两个1给通话单元，在UI界面上显示给用户的是直接的页面跳转，在后台实际通话单元连续完成了两个1键的输入。
用户还可以通过按键或触摸的方式选择自己所需的菜单。用户输入内容信息可以包括对菜单的触控操作、对应的用户输入文本内容等。图8是根据本发明实施例的通话处理装置的存储用户输入数据的示意图，如图8所示，当用户输入一串文本信息，比如银行***，可视化菜单单元可以存储该号码，下一次拨打时默认填入可视化菜单中，无需用户重新输入。
图9是根据本发明可选实施例的通话处理方法的流程图三，在本发明的可选实施例二中，如图9所示，所述流程包括：
步骤S902，打开通话单元，选择准备要拨打的热线号码；
步骤S904，可视化菜单单元根据要拨打的热线，判断是否存储有最新语音导航，如有则逐级显示菜单接收用户输入，如没有则执行步骤S906启动语音识别单元；
步骤S906，语音识别单元缓存当前通话的音频信息，进行识别转换为文本信息；
步骤S908，可视化菜单单元根据识别结果和图形菜单显示要求(列表方式、树形图方式或组织架构方式)，展示当前菜单信息；
步骤S910，用户选择某一菜单点击，可视化菜单单元将用户对菜单的点击转换为菜单编号发给通话单元；
步骤S912，通话单元收到反馈后通知可视化菜单单元进一步展示其下级菜单信息。
通过上述各个步骤，实现了将语音播报转换为可视化菜单，方便用户进行操作，节省了用户的时间，提高了用户的体验度。
在可选实施例三中，图10是根据本发明可选实施例的通话处理方法的流程图五，如图10所示，所述流程包括：
步骤S1002，打开通话单元，选择准备要拨打的热线号码；
步骤S1004，可视化菜单单元根据要拨打的热线，判断存储有最新语音导航；
步骤S1006，可视化菜单单元根据语音识别结果调用对应的图形菜单，将存储的菜单信息逐级显示；
步骤S1008，用户选择某一菜单点击，可视化菜单单元将用户对菜单的点击转换为菜单编号发给通话单元；
步骤S1010，通话单元收到反馈后通知可视化菜单单元进一步展示其下级菜单信息；
步骤S1012，菜单信息为输入账号时，可视化菜单单元显示菜单编辑框，并默认输入上一次通话存储的用户输入内容，用户可以直接使用该内容也可以重新输入新的账号。
通过上述各个步骤，实现了将语音播报转换为可视化菜单，方便用户进行操作，节省了用户的时间，提高了用户的体验度。
在另外一个实施例中，还提供了一种软件，该软件用于执行上述实施例及优选实施方式中描述的技术方案。
在另外一个实施例中，还提供了一种存储介质，该存储介质中存储有上述软件，该存储介质包括但不限于：光盘、软盘、硬盘、可擦写存储器等。
以上仅为本发明的可选实施例而已，并不用于限制本发明，对于本领域的技术人员来说，本发明可以有各种更改和变化。凡在本发明的精神和原则之内，所作的任何修改、等同替换、改进等，均应包含在本发明的保护范围之内。
工业实用性
基于本发明实施例提供的上述技术方案，采用将通话中的语音导航转换为可视化数据；将所述可视化数据显示为可视化菜单，以展示所述语音导航的方式，解决了相 关技术中电话采用语音导航而导致的用户体验度差的问题，以形象、直观的方式将语音导航显示为可视化菜单，提高了用户的体验度。

Claims (18)

  1. 一种通话处理方法，包括：
    将通话中的语音导航转换为可视化数据；
    将所述可视化数据显示为可视化菜单，以展示所述语音导航。
  2. 根据权利要求1所述的方法，其中，将所述语音导航转换为所述可视化数据包括：
    获取指示信息，其中，所述指示信息用于指示是否将所述语音导航转换为所述可视化数据；
    在所述指示信息指示用于将所述语音导航转换为所述可视化数据的情况下，将所述语音导航转换为所述可视化数据。
  3. 根据权利要求1所述的方法，其中，将所述可视化数据显示为所述可视化菜单之后，所述方法还包括：
    接收用户进行所述语音导航交互过程中输入的数据，并将所述数据进行保存。
  4. 根据权利要求3所述的方法，其中，将所述数据进行保存之后，所述方法还包括：
    调用所述数据并与所述可视化菜单一起显示。
  5. 根据权利要求1所述的方法，其中，将所述可视化数据显示为所述可视化菜单之后，所述方法还包括：
    通过所述可视化菜单接收命令；
    将所述命令发送至所述语音导航的提供方。
  6. 根据权利要求1所述的方法，其中，将所述可视化数据显示为可视化菜单包括以下至少之一：
    以列表的方式将所述可视化数据显示为所述可视化菜单、以树形结构的方式将所述可视化数据显示为所述可视化菜单、以组织架构的方式将所述可视化 数据显示为所述可视化菜单、按照文本显示的方式将所述可视化数据显示为所述可视化菜单。
  7. 根据权利要求6所述的方法，其中，在所述可视化数据以所述列表的方式、以所述树形结构的方式或者以所述组织架构的方式显示的情况下，将所述可视化数据显示为可视化菜单包括：
    显示出一级菜单；
    在接收到显示所述一级菜单中至少一个菜单的下一级菜单的命令之后，以列表的方式显示所述至少一个菜单的下一级菜单。
  8. 根据权利要求1至7中任一项所述的方法，其中，将所述可视化数据显示为所述可视化菜单包括：
    根据显示所述可视化菜单的设备的屏幕大小确定显示全部菜单或者显示部分菜单。
  9. 根据权利要求1至7中任一项所述的方法，其中，将所述可视化数据显示为所述可视化菜单之后，所述方法还包括：
    保存所述可视化菜单，并建立所述可视化菜单与号码之间的关系；其中，所述关系用于在所述用户拨打所述号码的情况下调用所述可视化菜单。
  10. 一种通话处理装置，包括：
    转换模块，设置为将通话中的语音导航转换为可视化数据；
    显示模块，设置为将所述可视化数据显示为可视化菜单，以展示所述语音导航。
  11. 根据权利要求10所述的装置，其中，所述转换模块包括：
    获取单元，设置为获取指示信息，其中，所述指示信息用于指示是否将所述语音导航转换为所述可视化数据；
    转换单元，设置为在所述指示信息指示用于将所述语音导航转换为所述可视化数据的情况下，将所述语音导航转换为所述可视化数据。
  12. 根据权利要求10所述的装置，其中，所述装置还包括：
    第一接收模块，设置为在所述可视化数据显示为所述可视化菜单之后，接收用户进行所述语音导航交互过程中输入的数据，并将所述数据进行保存。
  13. 根据权利要求12所述的装置，其中，所述装置还包括：
    调用模块，设置为将所述数据进行保存之后，调用所述数据并与所述可视化菜单一起显示。
  14. 根据权利要求10所述的装置，其中，所述装置还包括：
    第二接收模块，还设置为在所述可视化数据显示为所述可视化菜单之后，通过所述可视化菜单接收命令；
    发送模块，设置为将所述命令发送至所述语音导航的提供方。
  15. 根据权利要求10所述的装置，其中，所述显示模块包括以下至少之一：
    第一显示单元，设置为以列表的方式将所述可视化数据显示为所述可视化菜单；
    第二显示单元，设置为以树形结构的方式将所述可视化数据显示为所述可视化菜单；
    第三显示单元，设置为以组织架构的方式将所述可视化数据显示为所述可视化菜单；
    第四显示单元，设置为按照文本显示的方式将所述可视化数据显示为所述可视化菜单。
  16. 根据权利要求15所述的装置，其中，所述第一显示单元、所述第二显示单元和所述第三显示单元分别包括：
    一级菜单子单元，设置为显示出一级菜单；
    下级菜单子单元，设置为在接收到显示所述一级菜单中至少一个菜单的下一级菜单的命令之后，以列表的方式显示所述至少一个菜单的下一级菜单。
  17. 根据权利要求10至16中任一项所述的装置，其中，所述显示模块包括：
    调整单元，设置为根据显示所述可视化菜单的设备的屏幕大小确定显示全部菜单或者显示部分菜单。
  18. 根据权利要求10至16中任一项所述的装置，其中，将所述装置还包括：
    保存模块，设置为在所述可视化数据显示为所述可视化菜单之后，保存所述可视化菜单，并建立所述可视化菜单与号码之间的关系；其中，所述关系用于在所述用户拨打所述号码的情况下调用所述可视化菜单。
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