CN104079729A - IVR information query method - Google Patents
IVR information query method Download PDFInfo
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- CN104079729A CN104079729A CN201310111356.8A CN201310111356A CN104079729A CN 104079729 A CN104079729 A CN 104079729A CN 201310111356 A CN201310111356 A CN 201310111356A CN 104079729 A CN104079729 A CN 104079729A
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Abstract
The invention discloses an IVR information query method which involves a positioning platform, an IVR platform, a service logic module, a query module and the like. A user calls to an IVR system of a platform through voice, the platform of the IVR system obtains the calling number of the user, positioning of the number is conducted through a course positioning platform of a core network, the position information of the user is obtained, the user is guided through a voice menu of the IVR platform to conduct different service logic processes, the user describes information in a voice mode, the information needs to be queried, the system obtains keyword information in a voice recognition mode or a manual mode and triggers corresponding queries, the keyword information is queried by the user, and a result is broadcast to the user in a voice mode. Through combination of the course positioning platform and the IVR platform, service experience of an IVR self-service information system is provided for users.
Description
Technical field
The present invention relates to the technical fields such as mobile communication, refer to especially the information query method of a kind of IVR.
Background technology
Along with the development of mobile communication technology, IVR technology, the particularly development of mobile coarse positioning technology and universal, for the information query method of a kind of IVR provides feasibility.
Speech business is a topmost business in communication service, number of users is numerous, traffic carrying capacity is very large, possess reliability, the feature of real-time, matches with user's use habit, simultaneously, the development of IVR technology, voice platform and user's mutual technology is increasingly mature, and voice platform becomes an important channel of user interactions.
Meanwhile, voice rate are cheap, and popularity rate is high, and user can skillfully use speech business, by audio access, arrives system, using voice as a kind of access way, utilize the great ability of background system, can greatly improve the scope of application and the ability of speech business.
Although current terminal capability improves day by day, still there is larger demand in functional terminals, in more area, still occupies larger ratio, and speech capability remains the primary business of mobile service, uses crowd's coverage rate the highest.
Simultaneously, development along with theory and the business of cloud computing, professional ability is that system end shifts gradually to the back-end, the lightweight that can become gradually of the terminal of front end, by miscellaneous service access way, the system of being linked into can be used the various powerful professional abilities of system end, as search, the information of inquiry specific area etc., without system manpower intervention, user can complete miscellaneous service function voluntarily.
Finally, the maturation of speech recognition technology, the application of speech recognition technology is day by day universal, and the accuracy rate of identification has also arrived practical degree, and speech recognition under a lot of scenes, can substitute manual type and user carries out various mutual.
User speech is called out system, system platform is obtained user's calling number, to core net coarse positioning platform, initiate the location of this number, obtain customer position information, the content that the customer location of locating according to core net locating platform and user speech mode are expressed, inquiry system and exterior content, and carry out alternately according to service logic and user.
This mode possesses stationkeeping ability without user terminal, do not need to network yet, by voice mode, be linked into system and can obtain customer position information the infinite expansion capacity based on background system, for user provides the information service on a kind of speech business basis of intelligence, inquiry and the search capability of speech polling business platform have effectively been improved, for speech polling business provides the business of a kind of information inquiry that comprises location dimension and search.
In view of this, the object of the invention is to propose the information query method of a kind of simple a kind of IVR.
Summary of the invention
As can be seen from above, the information query method of a kind of IVR provided by the invention, by user, by audio call, arrive the IVR system of platform, IVR system platform is obtained user's calling number, to core net coarse positioning platform, initiate the location of this number, obtain customer position information, service logic by IVR platform also guides user by voice mode, to describe the information that needs inquiry in voice menu mode, system is obtained the key word information of user's inquiry and triggers corresponding inquiry with mode or the manual type of speech recognition, and result is reported to user by voice mode.
Further, the development that the information query method that provided a kind of IVR is provided is a kind of short message service provides powerful guarantee, meets the requirement of user each side, promotes user friendly experience.
For achieving the above object, one aspect of the present invention provides the information query method of a kind of IVR, and the method comprises:
System is opened the audio access number of IVR platform to user, user dials the IVR platform that access code is linked into system, and IVR platform obtains user's calling number, and guides user to enter into system in voice menu mode.
In an embodiment of the information query method of a kind of IVR provided by the invention, the method also comprises:
After system acquisition user's calling number, in real time to the coarse positioning platform of core net, initiate the Location Request of this position, coarse positioning platform obtains the Location Request of system, and system is carried out after authentication and authentication, obtain the positional information of this number, and this positional information is returned to system platform.
In an embodiment of the information query method of a kind of IVR provided by the invention, the method also comprises:
System is according to service logic, set up corresponding voice menu, after user's access platform, system plays entrance menu, user is according to the prompting of voice menu, select different functional entrances, guiding user describes the information that needs inquiry by voice mode, system records with voice recognition mode or manual type the keyword that user profile need to be inquired about, mode at internal system and the inquiry proxy by system is inquired about the corresponding content on external network, and will inquire content and be pushed to user with voice broadcast or with note, multimedia message, PUSH mode.
In an embodiment of the information query method of a kind of IVR provided by the invention, the method also comprises:
System comprises service logic, mutual by with user, obtain user's input, the selection of the menu that comprises user and user speech content, by service logic, judge, guiding user enters different functional areas, realizes the control of systemic-function flow process and carries out alternately, completing various systemic-functions with user.
Have the following advantages specifically:
Simple and reliable:
Speech business popularity rate is higher, uses simply, and low to demanding terminal, compare speech business and data service reliability are higher, and suitable user scope is more extensive.
Cloud computing mode:
By mobile communication business and the Internet are merged, user arrives system by audio access, utilizes the great ability of background system, can complete the information inquiry of various self-service modes, and as search, information has improved user's speech business experience.
Speech recognition:
Pass through speech recognition technology, can on the basis of man-machine interactively, provide a kind of user interactions ability of automation mode, by identification user speech content, can obtain the various information that user's expectation is obtained, effectively improve intelligent degree and the automatic interaction ability of system.
Network terminal location:
The voice messaging inquiry mode of comparing traditional, system can utilize mobile communication network network terminal stationkeeping ability and do not need the support of terminal positioning ability, be not subject to the restriction of terminal and locating area and weather, thereby information search and the inquiry of position-based dimension can be provided, be more convenient for the use of user's location-based business.
Description of the invention provides for the purpose of example and explanation, and is not exhaustively or limit the invention to disclosed form.Many modifications and variations are obvious for the ordinary skill in the art.Selecting and describing embodiment is for better explanation principle of the present invention and practical application, thereby and makes those of ordinary skill in the art can understand the various embodiment with various modifications that the present invention's design is suitable for special-purpose.
Accompanying drawing explanation
Accompanying drawing described herein is used to provide a further understanding of the present invention, forms the application's a part, and schematic description and description of the present invention is used for explaining the present invention, does not form inappropriate limitation of the present invention.In the accompanying drawings:
Fig. 1 is the schematic diagram of system module structure of the present invention.
Fig. 2 is operation flow schematic diagram of the present invention.
Fig. 3 is abnormality processing schematic flow sheet of the present invention.
Fig. 4 is the position view of coarse positioning platform of the present invention in mobile network.
The abbreviation relating in Fig. 4:
MPC:Mobile Positioning Center, mobile positioning center.
PDE:Position Determining Entity, position determining entity.
Embodiment
With reference to the accompanying drawings the present invention is described more fully, exemplary embodiment of the present invention is wherein described.
The information query method of a kind of IVR has been proposed for achieving the above object.
Below in conjunction with the drawings, embodiments of the present invention are described.
The key point that realizes a kind of IVR information query method is as follows:
Voice platform:
Voice platform provides speech business logic and audio access, user dials the system of being linked into, under the control of system business logic, under the guiding of voice menu, user selects to enter into different business function module, user is undertaken alternately by voice mode or manual type and system, the content of system acquisition user's expression, judgement user action intention, trigger network end location and corresponding system operation, as internet hunt, intrasystem data query.
Speech recognition:
System is obtained user's voice content by voice platform, pass through voice recognition mode, the content that identification user speech is expressed, speech recognition can realize in internal system, also can be by the mode of distributed system, use third-party speech recognition capabilities, as the speech recognition capabilities of the common mode integrating external system of passing through network service.
Network terminal location:
System acquisition user's calling number, initiates Location Request by this number to the coarse positioning center of mobile core network, and coarse positioning center carries out, after authentication and authentication, obtaining user's positional information and returning to system to system.
Data query:
System is successfully obtained user's positional information, and resolve and judge after user's intention, with customer position information and user instruction and parameter, the corresponding operation of triggering system end, the various data that inquiry system is inside and outside, as the corresponding content on searching for Internet.
After system queries, according to the return data type of user's calling number and user's selection, take voice broadcast, note, multimedia message, the modes such as WAP PUSH are issued to user terminal by Query Result.Logic control:
System comprises service logic, comprises voice menu interaction logic, and user interactions and content push mode, by service logic control system logic and user interaction flow, completes mutual with user's information.
Main functional modules
As shown in Figure 1, the structure of the information query method of a kind of IVR mainly comprises:
Audio access module 100:
The audio access functional module of system IVR platform, calls out user speech to the system that is linked into by communication network.
Business logic modules 101:
The logic of business functions module of system end, the execution and the control that comprise IVR speech business logic flow and each business function logic, the execution of service control logic flow, calls other logic function modules and completes alternately miscellaneous service logic with it.
Configuration module 102:
The management configuration module of system, the various parameters of configuration-system and business.
Sound identification module 103:
System end is responsible for the functional module of identifying user speech and being converted to text, and the mode that can complete in system this locality or call by distributed system is called external voice recognition capability and completed.
Voice broadcast module 104:
The speech text that system end is play according to the needs of system, the mode of reading aloud with machine is carried out the broadcasting of voice mode to user.
Line module 105:
The user function module of system end, comprises user in log-on message and the management of system, to user, uses system business to carry out authentication and authentication.
Search module 106:
Instruction and the parameter with user, submitted to are inquired about, and comprise the data that system preserves and search for outside data by data-interface, as the various data on the Internet.
Message module 107:
User selects the message push module of non-voice mode receiving system Query Result, comprises note, multimedia message, WAP PUSH, the message push of data mode.
Database 108:
Provide data storages and and the various various functions based on database, preserve content-data, user data, the data that service parameter data and various system produce.
Locating module 109:
System positions the functional module of request to the coarse positioning center of core net, obtain the current location information that Subscriber Number is corresponding.
Data-interface 110:
The data-interface of system end and external system, by data-interface and external data systems, as carried out alternately, accessing and obtain external information in the Internet.
Coarse positioning platform 110:
Coarse positioning center in mobile core network, positions according to Subscriber Number, obtains the current coarse position information of user terminal.
The Internet 111:
The Internet, the various contents on the mutual and the Internet in bearing system and the external world.
Fig. 3 has described abnormality processing flow process.
As shown in the figure, abnormality processing has comprised following steps:
Step 301: after occurring extremely, system acquisition is abnormal;
Step 302: system judgement Exception Type;
Step 303: as abnormal abnormal for speech recognition, judge whether user's number of retries reaches the number of times of system regulation;
Step 304: as do not reach the upper limit of system retry, point out user again after phonetic entry, to identify, otherwise proceed to artificial treatment flow process or process ends;
Step 305: system judges that whether recognition result is successful;
Step 306: as successfully identified and proceed to regular traffic flow process, otherwise forward step 301 to;
Step 307: as abnormal in step 302 judgement abnormal for location, be transferred to artificial flow process and process or process ends.
Fig. 4 is shown the position view of coarse positioning platform in mobile network.
As shown in the figure, the position of mobile coarse positioning platform is in mobile core network, by signaling network, be connected with the network elements such as HLR (ownership place register) in core net, its principle is that locating platform sends signaling to network elements such as core net HLR, inquiry mobile phone place community ID, base station data database data according to storage, draws user's approximate location.Its positioning precision depends on the size of base station or sector, the advantage of coarse positioning business is the restriction that is subject to hardly terminal and locating area, meanwhile, to outside open system Location Request interface, system can ask core net coarse positioning platform to position the positional information of obtaining user.
The workflow of giving one example to illustrate the information query method of a kind of IVR of the present invention below, as shown in Figure 2, in this embodiment, business comprises the following steps:
Step 1: user speech is called out system;
Step 2: system is linked into system platform by user, obtains user's calling number;
Step 3: system guiding user enters into corresponding functional area;
Step 4: user speech mode provides the parameter that needs inquiry;
Step 5: system acquisition user speech content;
Step 6: system is initiated Location Request by user's calling number;
Step 7: the core net centre of location is obtained system Location Request, carries out authentication and authentication to system, as passes through, and initiates, to the location of this number restoring to normal position data, as failure, to return to error message;
Step 8: system acquisition positioning result, judgement positioning states, as success, carry out the identification of user speech content, judgement user view, initiates inquiry or the search of information with positional information and user's query argument, and return to Search Results, as failure, proceed to abnormality processing flow process;
Step 9: user obtains Query Result or the note that system end voice mode is reported, and the modes such as multimedia message are pushed to the Query Result of calling number.
Claims (5)
1. the information query method of an IVR, it is characterized in that, user arrives the IVR system of platform by audio call, IVR system platform is obtained user's calling number, to core net coarse positioning platform, initiate the location of this number, obtain customer position information, service logic by IVR platform also guides user by voice mode, to describe the information that needs inquiry in voice menu mode, system is obtained the key word information of user's inquiry and triggers corresponding inquiry with mode or the manual type of speech recognition, and result is reported to user by voice mode.
2. as claimed in claim 1, user arrives the IVR system of platform by audio call, it is characterized in that, system is opened the audio access number of IVR platform to user, user dials the IVR platform that access code is linked into system, IVR platform obtains user's calling number, and guides user to enter into system in voice menu mode.
3. as claimed in claim 1, system is initiated the location of this number to core net coarse positioning platform, it is characterized in that, after system acquisition user's calling number, in real time to the coarse positioning platform of core net, initiate the Location Request of this position, coarse positioning platform obtains the Location Request of system, and system is carried out after authentication and authentication, obtain the positional information of this number, and this positional information is returned to system platform.
4. as claimed in claim 1, voice menu guiding user by IVR platform describes the information that needs inquiry by voice mode, it is characterized in that, system is according to service logic, set up corresponding voice menu, after user's access platform, system plays entrance menu, user is according to the prompting of voice menu, select different functional entrances, guiding user describes the information that needs inquiry by voice mode, system records with voice recognition mode or manual type the keyword that user profile need to be inquired about, mode at internal system and the inquiry proxy by system is inquired about the corresponding content on external network, and will inquire content and report or note with voice, multimedia message, PUSH mode is pushed to user.
5. as claimed in claim 1, system business logic also presents to user in voice menu mode, it is characterized in that, system comprises service logic, mutual by with user, obtain user's input, the selection of the menu that comprises user and user speech content, judge by service logic, and guiding user enters different functional areas, realize the control of systemic-function flow process and carry out alternately, completing various systemic-functions with user.
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| CN201310111356.8A CN104079729A (en) | 2013-03-29 | 2013-03-29 | IVR information query method |
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| CN201310111356.8A CN104079729A (en) | 2013-03-29 | 2013-03-29 | IVR information query method |
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| CN109101655A (en) * | 2018-08-30 | 2018-12-28 | 山东高速股份有限公司 | A kind of high speed information voice self-service query system and method based on natural language processing |
| CN114598777A (en) * | 2022-02-25 | 2022-06-07 | 马上消费金融股份有限公司 | Intention detection method, device, electronic equipment and storage medium |
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Cited By (4)
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| CN109040485A (en) * | 2018-08-30 | 2018-12-18 | 山东高速股份有限公司 | A kind of high-speed service hot line intelligent panoramic speech guide system based on natural language processing |
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| CN114598777A (en) * | 2022-02-25 | 2022-06-07 | 马上消费金融股份有限公司 | Intention detection method, device, electronic equipment and storage medium |
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Effective date of registration: 20151116 Address after: 200080 Shanghai city Hongkou District Wusong Road No. 258 20 floor Applicant after: Southern Telecom Service Center Co., Ltd.Shanghai Address before: 200080 Shanghai city Hongkou District Wusong Road No. 258 20 floor Applicant before: Shanghai intercity intercommunication communication company limited |
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Application publication date: 20141001 |
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