WO2009012689A1

WO2009012689A1 - The generating method and device of automatic voice response menu

Info

Publication number: WO2009012689A1
Application number: PCT/CN2008/071631
Authority: WO
Inventors: Dan Ma
Original assignee: Huawei Technologies Co., Ltd.
Priority date: 2007-07-20
Filing date: 2008-07-14
Publication date: 2009-01-29
Also published as: CN101094271A

Abstract

A generating method of automatic voice response menu is disclosed. Said method comprises: gathering the historical action data of telecommunication service transacted by the subscriber; analyzing the historical action data of the subscriber; generating the IVR menu of the subscriber according to the analyzing result. A generating device of IVR menu, an IVR system, a setting method of IVR menu and a setting device of IVR menu are disclosed.

Description

Method and device for generating automatic voice response menu

This application claims priority to Chinese Patent Application No. 200710130107.8, entitled "Automatic Voice Response System Menu Generation Method and Apparatus", filed on July 20, 2007, the entire contents of which are incorporated by reference. In this application.

Technical field

The present invention relates to an automatic voice response (IVR) technology, and more particularly to an IVR menu generation and setting technique.

Background technique

In the customer service system, IVR and manual services are two important channels for operators to interact with users. I VR can realize the information interaction between operators and users through automatic processes. I VR can provide various functions, such as query, consultation, business processing, etc. IVR has the advantages of fast, clear, reasonable, simple, and low operating cost. . The artificial service has the advantages of humanization, personalization and embodying noble service. IVR complements human services. With the rapid development of communication services, users are increasingly demanding customer service, and because the human resources of customer service systems are becoming more and more tense, this requires the customer service system to ensure user satisfaction and save as much as possible. Valuable human resources.

One way to save human resources is to use IVR technology. In the process of implementing IVR, the customer service system needs to provide the user with an IVR menu.

The inventor found in the process of implementing the present invention: At present, most of the IVR menus provided by the customer service system for the user are unified and fixed. In today's personalized, unified, fixed IVR menus clearly do not meet the user's individual needs for IVR menus.

Summary of the invention

The technical problem to be solved by the embodiments of the present invention is to provide a method, a setting method, a device and an automatic voice response system for generating an automatic voice response menu, so as to meet the user's personalized requirements for the IVR menu.

The present invention provides an embodiment of a method for generating an automatic voice response menu, including: collecting historical behavior data of a user for handling a telecommunication service; analyzing historical behavior data of the user; and generating an IVR menu of the user according to the analysis result.

The invention also provides an embodiment of a method for setting an automatic voice response menu, comprising: accessing an IVR system for providing an IVR service; obtaining an IVR menu provided by an IVR system, and the IVR menu is After analyzing the historical behavior data generated by the telecommunication service; personalizing the IVR menu. The present invention also provides an embodiment of an apparatus for generating an automatic voice response menu, comprising: a historical behavior data collection unit, configured to collect historical behavior data of a user for handling a telecommunication service; and a historical behavior data analysis unit for analyzing a history of the user Behavior data; an IVR menu generation unit for generating a user's IVR menu based on the analysis result.

The present invention also provides an embodiment of an automatic voice response system comprising the above-described automatic voice response menu generating apparatus.

The present invention further provides an embodiment of an apparatus for setting an automatic voice response menu, comprising: an IVR access unit for accessing an IVR system for providing an IVR service; and an IVR menu obtaining unit for obtaining an IVR provided by the IVR system The menu, IVR menu is generated by analyzing the historical behavior data of the telecommunication service by the IVR system; the IVR menu setting unit is used to personalize the IVR menu.

In all embodiments of the present invention, the IVR menu is generated according to the historical behavior data of the user's handling of the telecommunication service. Since the historical behavior data of each user handling the telecommunication service may be different, according to the history of the telecommunication service handled by the user. The IVR menu generated by the behavior data will also be different, so the IVR menu provided to the user can meet the individual needs of the user.

DRAWINGS

1 is a flowchart of an embodiment of a method for generating an automatic voice response menu according to the present invention; FIG. 2 is a flowchart of an embodiment of a method for providing an automatic voice response menu according to the present invention; FIG. 4 is a flowchart of an embodiment of a method for setting an automatic voice response menu according to the present invention; FIG. 4 is a flowchart of another automatic voice response menu according to the present invention; FIG. 6 is a schematic structural diagram of an embodiment of an apparatus for generating an automatic voice response menu according to the present invention;

7 is a schematic structural view of an embodiment of an apparatus for providing an automatic voice response menu according to the present invention;

Figure 8 is a block diagram showing an embodiment of an apparatus for providing an automatic voice response menu of the present invention;

9 is a schematic structural diagram of an embodiment of an apparatus for setting an automatic voice response menu according to the present invention; Figure.

detailed description

First, an embodiment of a method for generating an automatic voice response menu of the present invention will be described with reference to FIG. As shown in FIG. 1, an embodiment of such a method includes:

Step S101: Collect historical behavior data of the user for handling the telecommunication service. The historical behavior data provided by the entity may also be the sum of pre-stored historical behavior data and historical behavior data provided by other network entities. For example, when a user handles a telecommunication service through an IVR system for providing an IVR service, the IVR system can record the user's behavior data, and when the user's historical behavior data needs to be collected, the previously recorded behavior data can be directly collected. For example, when the user handles the telecommunication service through the IVR system, the IVR system can provide the user's behavior data to other network entities, and collect the behavior data from other network entities when the user's historical behavior data needs to be collected. For example, if the historical behavior data is recorded by the IVR system and other network entities, when the historical behavior data of the user needs to be collected, the behavior data saved before the IVR system and the behavior data provided by other network entities can be separately collected. In addition, the collected historical behavior data of the user may be the latest historical behavior data of the user, or all historical behavior data of the user, and may also be historical behavior data or partial historical behavior data of a certain period of time.

In addition, the historical behavior data of the collected users can be the behavior data of the user interacting with the IVR system. Since the user can handle the telecommunication service through other media channels, the history of the collected users is as follows: one user handles the telecommunication service through the IVR system, and the telecommunication service is handled through the business hall, and the behavior data of the user handling the telecommunication service through the IVR system can be recorded in In the IVR system, the behavior data of the telecommunication service through the business hall can be recorded in the IVR system or recorded in other network entities. Thus, the user's entire historical behavior data is the behavior data and business of the telecommunication service through the IVR system. The sum of the behavior data of the telecommunications business. Among them, if the behavior data of the telecommunications service through the business hall is recorded in the IVR system, the behavior data can be stored in the IVR system by the business hall.

In practical applications, the IVR system can pre-configure criteria for collecting historical behavior data. When historical behavior data needs to be collected, historical behavior data can be collected according to pre-configured criteria. In addition, use The user can also specify criteria for the IVR system to collect historical behavior data. When the IVR system needs to collect historical behavior data, the IVR system can collect historical behavior data according to user-specified criteria.

Step S102: Analyze the historical behavior data of the user.

After collecting the user's historical behavior data, analyze the data to provide a basis for the menu to be generated. Specifically, each type of information of the telecommunication service can be processed by the user according to the category, and each type of information after the statistics is used as the basis for generating the IVR menu. As shown in Table 1, the statistics of the media channel of the telecommunication service can be processed according to the user. Specifically, the information about the user's service through the IVR system can be counted, and the information of the user through the service representative can be counted, and the user can be counted through the online business hall. For information on business operations, you can also collect information on how users handle business through the air business hall. Each media channel also corresponds to consulting, processing, inquiries, and complaints. As shown in Table 2, statistically relevant information can be obtained according to the number of service requests, the time range of the service request, the service request information of the user's location, the user's brand, and the user level. Regardless of which category of information is counted, the statistical results can be used as a basis for generating menus.

Table 1 Analysis of latitude

Number of requests Analyze the number of times a user makes different business requests, and the number of business requests is used as a basis for the default personality menu.

The time range of the request analyzes the time range in which the user makes different business requests, such as the current month, the previous month, and the previous month. The order of the business request is used as a basis for the default personality menu. The city analyzes the service request information of the user's location as a basis for the user's default personality menu.

The user brand analyzes the service request information of the user brand to which the user belongs, as the default personality of the user. a basis for the menu

User level Analyze the service request information of the user level to which the user belongs, as a basis for the user's default personality menu.

Table 2

In addition, after collecting various types of historical behavior data, the user's historical behavior data can also be comprehensively analyzed, as shown in Table 3, which performs a comprehensive analysis of the data range and analysis dimensions of the items in Tables 1 and 2. The results of the analysis can be filled in the corresponding squares.

Please count

Data

Use several times

IVR data User city

Business representative

Data user brand

Open air

Jin data user level

Online customer service

Data Table 3 Step S103: According to the analysis result, the user's IVR menu is generated.

After the analysis of the user's historical behavior data is completed, the items frequently used by the user can be set at the first level of the menu, for example, the items frequently used by the user are set as the first batch of business items after the voice access, which will be less commonly used. The project settings are at a deeper level in the menu, or are not set in the menu. Of course, there are many ways to set the menu, which is no longer mentioned here.

After step S103, if the user accesses the IVR system, the generated IVR menu of the user may be provided to the user. Specifically, as shown in Figure 2, it includes:

Step S201: The user's IVR menu is generated in advance, and the user's IVR menu is generated by analyzing the user's historical behavior data for handling the telecommunication service.

The pre-generated IVR menu here refers to generating an IVR menu before the user accesses the IVR system. In addition, an IVR menu of multiple users or all users can be generated in advance.

The IVR menu is generated by analyzing the user's historical behavior data for handling telecommunications services.

When generating a menu, you can first collect historical behavior data for the user. Specific, historical behavior data It may be pre-stored historical behavior data, historical activity data provided by other network entities, or the sum of pre-stored historical behavior data and historical behavior data provided by other network entities. For example, when a user handles a telecommunication service through an IVR system, the IVR system can record the user's behavior data, and when the user's historical behavior data needs to be collected, the previously recorded behavior data can be directly collected. For another example, when the user handles the telecommunication service through the IVR system, the IVR system can provide the user's behavior data to other network entities. When the user's historical behavior data needs to be collected, the behavior data can be collected from other network entities. For another example, if the historical behavior data is recorded by the IVR system and other network entities, when the historical behavior data of the user needs to be collected, the behavior data saved before the IVR system and the behavior data provided by other network entities may be separately collected.

In addition, the collected historical behavior data of the user may be the user's latest historical behavior data, or the user's entire historical behavior data, and may also be historical behavior data or partial historical behavior data of a certain period of time.

In addition, the historical behavior data of the collected users can be the behavior data of the user interacting with the IVR system. Since the user can handle the telecommunication service through other media channels, the history of the collected users is as follows: one user handles the telecommunication service through the IVR system, and the telecommunication service is handled through the business hall, and the behavior data of the user handling the telecommunication service through the IVR system can be recorded in In the IVR system, the behavior data of the telecommunication service through the business hall can be recorded in the IVR system or recorded in other network entities. Thus, the user's entire historical behavior data is the behavior data and business of the telecommunication service through the IVR system. The sum of the behavior data of the telecommunications business.

After collecting the user's historical behavior data, the historical behavior data can be analyzed to provide a basis for the menu to be generated. Specifically, each type of information of the telecommunication service can be processed by the user according to the category, and each type of information after the statistics is used as the basis for generating the IVR menu. In addition, when multiple types of historical behavior data are collected, the user's historical behavior data can be comprehensively analyzed.

After the analysis of the historical behavior data is completed, the user's IVR menu can be generated based on the analysis result. Specifically, the items frequently used by the user can be set at the first level of the menu, and the items that are not commonly used are set at a deeper level of the menu, or are not set in the menu. Of course, there are many ways to set the menu, here is not Again - repeat.

Step S202: When the user accesses the IVR system, the pre-generated user's IVR menu is provided. To the user.

If an IVR menu of multiple users or all users is generated in advance, when a user accesses the IVR system, a menu matching the user can be found in all pre-generated menus.

Specifically, when the user accesses the IVR system, the user can be identified, and after being identified, the IVR menu matching the user is found. For example, the pre-generated IVR menu may correspond to (eg, bind) the identifier of the user (eg, the phone number of the user). When the user accesses the IVR system, the identifier of the user may be obtained, and then the identifier is found according to the identifier. User-matched IVR menu.

It should be noted that, in the embodiment shown in FIG. 2, since the IVR menu can be generated according to the historical behavior data of the user in advance, when a user accesses the IVR system, the pre-generated IVR menu can be directly provided to the user. Thus, after the user's voice access, there is almost no delay in providing the user with an IVR menu.

In the embodiment shown in FIG. 1, steps S101-S103 may also be performed after the user accesses the IVR system. After step S103, the generated IVR menu of the user may be provided to the user. Specifically, as shown in Figure 3, it includes:

Step S301: After the user accesses the IVR system, collect historical behavior data of the user for handling the telecommunication service. The historical behavior data provided by the entity may also be the sum of pre-stored historical behavior data and historical behavior data provided by other network entities.

In addition, the historical behavior data of the collected user may be the latest historical behavior data of the user, or all historical behavior data of the user, and may also be historical behavior data or partial historical behavior data of a certain period of time.

In addition, the historical behavior data of the collected user may be behavior data of the user interacting with the IVR system. Since the user can handle the telecommunication service through other media channels, the historical behavior data of the collected user may also be historical behavior data of the telecommunication service handled by the user through other media channels.

Step S302: Analyze the historical behavior data of the user.

After collecting the user's historical behavior data, analyze the data to provide a basis for the menu to be generated. Specifically, each type of information that the user handles the telecommunication service can be counted according to the category, and each type of information after the statistics is used as a basis for generating the IVR menu. In addition, when collecting multiple types of historical behavior data After that, you can also comprehensively analyze the user's historical behavior data.

Step S303: Generate an IVR menu of the user according to the analysis result.

After the analysis of the user's historical behavior data is completed, the items frequently used by the user can be set at the first level of the menu, the items that are not commonly used are set at a deeper level of the menu, or are not set in the menu, of course, there are many The way to set the menu, here is no longer - repeat.

Step S304: The generated IVR menu is provided to the user.

It should be noted that, in the embodiment shown in FIG. 3, since the IVR menu is generated according to the historical behavior data of the user after the user accesses the IVR system, and the generated IVR menu is provided to the user, the user is provided to the user. Menus are not just personalized menus, and there is no need to pre-generate menus for users who may have little access to the IVR system, reducing development and operational costs.

The present invention provides an embodiment of a method of setting an automatic voice response menu in addition to the implementation of the above-described automatic voice response menu generation method. As shown in Figure 4, an embodiment of such a method includes:

Step S401: Access the IVR system.

Specifically, the user can directly access the IVR system by using a user terminal such as a mobile phone terminal or a fixed telephone terminal.

Step S402: Obtain an IVR menu provided by the IVR system, where the IVR menu is generated by analyzing the historical behavior data of the telecommunication service.

Before the IVR system provides the user with the IVR menu, the IVR menu needs to be generated. When generating the IVR menu, the user's historical behavior data needs to be collected first. Specifically, the historical behavior data may be historical behavior data saved by the IVR system, or historical behavior data provided by other network entities, or may be the sum of historical behavior data saved by the IVR system and historical behavior data provided by other network entities.

In addition, the collected historical behavior data of the user may be behavior data of the user interacting with the IVR system. Since the user can handle the telecommunication service through other media channels, after collecting the historical history data of the user, the historical behavior data can be analyzed for the upcoming generation. The menu provides the basis. Specifically, each type of information of the telecommunication service can be processed by the user according to the category, and each type of information after the statistics is used as a basis for generating the IVR menu. In addition, when multiple types of historical behavior data are collected, the user's historical behavior data can also be comprehensively analyzed.

It should be noted that the IVR system can pre-generate the IVR menu before the user accesses the IVR system. In addition, the IVR menu of multiple users or all users can be generated in advance. When one user accesses the IVR system, all the advances can be made. A menu matching the user is found in the generated menu. In addition, the IVR system can generate an IVR menu after the user accesses the IVR system.

Step S403: Personalize the IVR menu.

After the user gets the IVR menu, the menu can be arbitrarily set. For example, at least one business item may be added to the IVR menu, at least one business item in the IVR menu may be deleted, at least one business item in the IVR menu may be modified, and the level of the business item in the IVR menu may be adjusted or order.

It should be noted that, in the embodiment shown in FIG. 4, the human service system or the network customer service system can also personalize the IVR menu through the interface with the IVR system. In this case, the human service system or the network The customer service system is essentially a proxy user to personalize the IVR menu. Specifically, the user can set the IVR menu to notify the manual service system or the network customer service system, and the manual service system or the network customer service system can then follow the user's instructions to the IVR menu. Personalization.

In addition, the present invention also provides an embodiment of another method of setting an automatic voice response menu. In this embodiment, the IVR menu obtained by the user is a unified, fixed menu provided by the IVR system, but the user can personalize the obtained menu according to actual needs. Specifically, as shown in Figure 5, it includes:

Step S501: Access the IVR system.

Step S502: Obtain an IVR menu provided by the IVR system, where the IVR menu is the IVR system A unified, fixed menu provided by the system.

Step S503: Personalize the IVR menu.

Similarly, in the embodiment shown in FIG. 5, the human service system or the network customer service system can also personalize the IVR menu through the interface with the IVR system. In this case, the human service system or the network customer service system is substantially On the top, the proxy user personalizes the IVR menu. Specifically, the user can set the IVR menu to notify the manual service system or the network customer service system, and the manual service system or the network customer service system then personalizes the IVR menu according to the user's instruction. .

Since each of the method embodiments described above can be implemented by a variety of forms of apparatus, the present invention also provides embodiments of a plurality of apparatus.

An embodiment of the device is an embodiment of an automatic voice response menu generating device. As shown in FIG. 6, the method may include: a historical behavior data collecting unit 601, configured to collect historical behavior data of a user for handling telecommunication services. The historical behavior data analysis unit 602 is configured to analyze historical behavior data of the user; the IVR menu generating unit 603 is configured to generate an IVR menu of the user according to the analysis result. The historical behavior data provided by the entity may also be the sum of pre-stored historical behavior data and historical behavior data provided by other network entities.

In addition, the historical behavior data of the user collected by the historical behavior data collection unit 601 may be the latest historical behavior data of the user, or may be all historical behavior data of the user, and may also be historical behavior data or partial history of a certain period of time. Behavioral data.

In addition, the historical behavior data of the user collected by the historical behavior data collecting unit 601 may be behavior data of the user interacting with the IVR system. Since the user can handle the telecommunication service through other media channels, the historical behavior data of the user collected by the historical behavior data collecting unit 601 may also be historical behavior data of the telecommunication service handled by the user through other media channels.

After the historical behavior data collecting unit 601 collects the historical behavior data of the user, the historical behavior data analyzing unit 602 analyzes the data to provide a basis for the menu to be generated by the IVR menu generating unit 603. According to. Specifically, the historical behavior data analysis unit 602 can collect each type of information of the telecommunication service according to the category statistics, and then use each type of information after the statistics as the basis for generating the IVR menu by the IVR menu generation unit. In addition, after the historical behavior data collecting unit 601 collects various types of historical behavior data, the historical behavior data analyzing unit 602 can also comprehensively analyze the historical behavior data of the user.

After the historical behavior data analysis unit 602 analyzes the historical behavior data of the user, the IVR menu generation unit 603 can set the items frequently used by the user to the first level of the menu, and set the items that are not commonly used at a deeper level of the menu, or Not set in the menu, of course, there are many ways to set the menu, no longer here - repeat.

Another apparatus embodiment provided by the present invention is an embodiment of an apparatus for providing an automatic voice response menu. As shown in FIG. 7, the method may include: an IVR menu pre-generation unit 701, configured to pre-generate a user's IVR menu, the user. The IVR menu is generated by analyzing the historical behavior data of the user's handling of the telecommunication service; the IVR menu providing unit 702 is configured to provide the pre-generated user's IVR menu to the user when the user accesses the IVR system.

Here, the IVR menu pre-generation unit 701 generates the IVR menu in advance, which means that the IVR menu is generated before the user does not access the IVR system. In addition, the IVR menu pre-generation unit 701 can generate the IVR menu of a plurality of users or all users in advance.

The IVR menu is an IVR menu pre-generation unit 701 which is generated by analyzing the user's historical behavior data for handling telecommunications services.

When the IVR menu pre-generation unit 701 generates a menu, the user's historical behavior data can be collected first. Specifically, the historical behavior data may be historical behavior data saved by the IVR system, or historical behavior data provided by other network entities, or may be the sum of historical behavior data saved by the IVR system and historical behavior data provided by other network entities.

In addition, the collected historical behavior data of the user may be behavior data of the user interacting with the IVR system. Since the user can handle the telecommunication service through other media channels, after the history of the collected user collects the historical behavior data of the user, the IVR menu pre-generation unit 701 can perform the historical behavior. The data is analyzed to provide a basis for the menu to be generated. Specifically, the IVR menu pre-generation unit 701 can collect each type of information of the telecommunication service by the user according to the category, and then use each type of information after the statistics as the basis for generating the IVR menu. In addition, after collecting various types of historical behavior data, the IVR menu pre-generation unit 701 can also comprehensively analyze the user's historical behavior data.

After the analysis of the historical behavior data is completed by the IVR menu pre-generation unit 701, the user's IVR menu can be generated based on the analysis result. Specifically, the IVR menu pre-generation unit 701 can set the items frequently used by the user in the first level of the menu, set the items that are not commonly used in the deeper level of the menu, or do not set in the menu, of course, there are many types. Mode setting menu, no more details here.

If the IVR menu pre-generation unit 701 has previously generated the IVR menus of a plurality of users or all users, when one user accesses the IVR system, the IVR menu pre-generation unit 701 can find a menu matching the user among all the pre-generated menus.

Another embodiment of the present invention is an embodiment of an apparatus for providing an automatic voice response menu. As shown in FIG. 8, the method may include: a historical behavior data collecting unit 801, configured to: when the user accesses the IVR system, The historical behavior data of the user's telecommunications service is collected; the historical behavior data analysis unit 802 is configured to analyze the historical behavior data of the user; the IVR menu generating unit 803 is configured to generate the user's IVR menu according to the analysis result; the IVR menu providing unit 804 , used to provide the generated IVR menu to the user.

Specifically, the historical behavior data may be historical behavior data saved by the IVR system, or historical behavior data provided by other network entities, or may be the sum of historical behavior data saved by the IVR system and historical behavior data provided by other network entities.

In addition, the historical behavior data of the user collected by the historical behavior data collecting unit 801 may be the latest historical behavior data of the user, or may be all historical behavior data of the user, and may also be historical behavior data or partial history of a certain period of time. Behavioral data.

In addition, the historical behavior data of the user collected by the historical behavior data collecting unit 801 may be behavior data of the user interacting with the IVR system. Since the user can handle the telecommunication service through other media channels, the historical behavior data of the user collected by the historical behavior data collecting unit 801 can also be the historical behavior data of the telecommunication service handled by the user through other media channels.

After the historical behavior data collecting unit 801 collects the historical behavior data of the user, the historical behavior data is divided into The analyzing unit 802 analyzes the data to provide a basis for the menu to be generated by the IVR menu generating unit 803. Specifically, the historical behavior data analysis unit 802 can collect each type of information of the telecommunication service according to the category statistics, and then use each type of information after the statistics as the basis for generating the IVR menu. In addition, after the historical behavior data collecting unit 801 collects various types of historical behavior data, the historical behavior data analyzing unit 802 can also comprehensively analyze the historical behavior data of the user.

After the historical behavior data analysis unit 802 analyzes the historical behavior data of the user, the IVR menu generation unit 803 can set the items frequently used by the user in the first level of the menu, and set the items that are not commonly used at a deeper level of the menu, or Not set in the menu, of course, there are many ways to set the menu, no longer here - repeat.

It should be noted that the above-mentioned several automatic voice response menu generating means or providing means can be set in the IVR system. The IVR system may include a saving unit for storing historical behavior data, and the historical behavior data collecting unit may also include an interaction unit for interacting with the user, for example, The user accesses the IVR system by interacting with the interaction unit.

Another apparatus embodiment provided by the present invention is an embodiment of an apparatus for setting an automatic voice response menu. As shown in FIG. 9, the method may include: an IVR access unit 901 for accessing an IVR system; The unit 902 is configured to obtain an IVR menu provided by the IVR system. The IVR menu is generated by analyzing the historical behavior data of the telecommunication service by the IVR system. The IVR menu setting unit 903 is configured to personalize the IVR menu.

In addition, the collected historical behavior data of the user may be behavior data of the user interacting with the IVR system. Since the user can handle telecommunication services through other media channels, the history of the collected users After collecting the user's historical behavior data, the historical behavior data can be analyzed to provide a basis for the menu to be generated. Specifically, each type of information of the telecommunication service can be processed by the user according to the category, and each type of information after the statistics is used as a basis for generating the IVR menu. In addition, when multiple types of historical behavior data are collected, the user's historical behavior data can also be comprehensively analyzed.

It should be noted that the IVR system may generate an IVR menu in advance before the IVR access unit 901 accesses the IVR system. In addition, an IVR menu of multiple users or all users may be generated in advance, and the IVR access unit 901 is connected to the IVR system. A menu that matches the user can be found in all pre-generated menus. In addition, the IVR system can also generate an IVR menu after the IVR access unit 901 accesses the IVR system.

After the IVR menu obtaining unit 902 obtains the IVR menu, the IVR menu setting unit 903 can arbitrarily set the menu. For example, at least one business item may be added to the IVR menu, at least one business item in the IVR menu may be deleted, at least one business item in the IVR menu may be modified, and the level of the business item in the IVR menu may be adjusted or order.

It should be noted that the setting device of the automatic voice response menu may be a user terminal used by the user.

In all the embodiments of the present invention, since the IVR menu is generated for the user, generally only the items commonly used by the user are included, which solves the problem that the IVR menu structure in the prior art is fixed, the structure is complicated, the items are many and not practical. Therefore, it can provide users with convenient services.

In the embodiment of the IVR menu setting of the present invention, since the user service system of the user, the agent user or the network customer service system of the agent user obtains the IVR menu, the IVR menu can be arbitrarily set according to actual needs, so after setting The IVR menu is fully responsive to the needs of the user.

One of ordinary skill in the art can understand that all or part of the process of implementing the above embodiments can be completed by a computer program to instruct related hardware, and the program can be stored in one or more computer readable storage media. When the program is executed, it may include implementation of each method as described above The flow of the example. The storage medium may be a magnetic disk, an optical disk, a read-only memory (ROM), or a random access memory (RAM).

The above description is only a few embodiments of the present invention, and it should be noted that those skilled in the art can also make several improvements and retouchings without departing from the principles of the present invention. It should be considered as the scope of protection of the present invention.

Claims

Rights request

A method for generating an automatic voice response IVR menu, comprising: collecting historical behavior data of a user for handling a telecommunication service;

Analyzing the historical behavior data of the user;

Based on the analysis result, the user's IVR menu is generated.

The method for generating an automatic voice response menu according to claim 1, wherein the historical behavior data of the collected user is the latest historical behavior data of the user, or is a period of time of the user. Historical behavior data within, or all historical behavior data of the user.

The method for generating an automatic voice response menu according to claim 1, wherein the historical behavior data of the collected user is pre-stored historical behavior data of the user, or provided by other network entities. The historical behavior data of the user, or the sum of the historical behavior data of the user saved in advance and the historical behavior data of the user provided by other network entities.

The method for generating an automatic voice response menu according to claim 1, wherein the collected historical behavior data of the user is historical behavior data of the telecommunication service handled by the user through any one of the media channels.

The method for generating an automatic voice response menu according to claim 1, wherein the analyzing the historical data of the user comprises: counting each type of information that the user handles the telecommunication service according to the category.

The method for generating an automatic voice response menu according to claim 5, wherein each type of information is: a number of times of processing each type of service, a time range for processing each type of service, or a place for processing each type of service.

The method of generating an automatic voice response menu according to claim 1, wherein the user's IVR menu is further generated based on the user's own information.

The method for generating an automatic voice response menu according to claim 1, wherein after the generating the IVR menu of the user, the method further comprises: when the user accesses an IVR system for providing an IVR service, The generated IVR menu of the user is provided to the user.

The method for generating an automatic voice response menu according to claim 1, wherein before collecting historical behavior data of the user for handling the telecommunication service, the method further comprises:

The user accesses an IVR system for providing an IVR service;

After generating the user's IVR menu, it also includes: The generated IVR menu is provided to the user.

The method of generating an automatic voice response menu according to any one of claims 1 to 4, characterized in that the historical behavior data is collected according to a default configuration of the IVR system for providing the IVR service or a request of the user.

A method for setting an automatic voice response menu, comprising:

Access to an IVR system for providing IVR services;

Obtaining an IVR menu provided by the IVR system, where the IVR menu is generated by analyzing the historical behavior data of the telecommunication service by the IVR system;

Personalize the IVR menu.

12. The method of setting an automatic voice response menu according to claim 11, wherein the IVR menu is personalized in at least one of the following manners:

Adding at least one business item to the IVR menu;

Deleting at least one business item in the IVR menu;

Modifying at least one business item in the IVR menu;

Adjust the level or order of business items in the IVR menu.

13. A device for generating an automatic voice response menu, comprising:

a historical behavior data collection unit, configured to collect historical behavior data of the user for handling the telecommunication service; and a historical behavior data analysis unit, configured to analyze the historical behavior data of the user;

The IVR menu generating unit is configured to generate an IVR menu of the user according to the analysis result.

The apparatus for generating an automatic voice response menu according to claim 13, further comprising: an IVR menu providing unit, configured to: when the user accesses the IVR system, The user's IVR menu is provided to the user.

The apparatus for generating an automatic voice response menu according to claim 13, wherein, after the user accesses the IVR system, the historical behavior data collecting unit collects historical behavior data of the user for handling telecommunication services. .

The apparatus for generating an automatic voice response menu according to claim 15, further comprising: an IVR menu providing unit, configured to provide the generated IVR menu of the user to the user.

17. An automatic voice response system, comprising: any one of claims 13-16 The device for generating an automatic voice response menu.

The automatic voice response system according to claim 17, further comprising: a saving unit configured to store historical behavior data, wherein the historical behavior data collecting unit in the generating means acquires a unit.

The automatic voice response system of claim 17, further comprising: an interaction unit, configured to interact with the user.

20. A device for setting an automatic voice response menu, comprising:

An IVR access unit for accessing an IVR system for providing IVR services;

An IVR menu obtaining unit, configured to obtain an IVR menu provided by the IVR system, the IVR