WO2008138240A1

WO2008138240A1 - A location method and system of interactive voice

Info

Publication number: WO2008138240A1
Application number: PCT/CN2008/070711
Authority: WO
Inventors: Jian Pan; Jianying Pan
Original assignee: Huawei Technologies Co., Ltd.
Priority date: 2007-05-09
Filing date: 2008-04-15
Publication date: 2008-11-20
Also published as: CN101039353B; CN101039353A

Abstract

A location method, system and meeting module of interactive voice response (IVR) process node are provided. The method comprises the steps: in an established meeting place for a user device, a seat device and an IVR platform, the seat device seat device receives the node information sent from the user device; and instructs IVR platform to locate in the process node corresponding to this node information. In addition, a meeting place module is also provided. Adopting the technique scheme in the invention, seat can make voice guidance for the user and guide the user fast to be located in the appointed IVR process node so as to guarantee a goodusing feeling and increase the degree of user satisfaction.

Description

TECHNICAL FIELD The present invention relates to call center technologies, and in particular, to an interactive voice response (IVR) process node positioning method and system. Background technique

Call center is an important part of enterprise customer relationship management. It is also called customer service center or customer care center. It provides customers with multiple access methods such as telephone, fax and network. It is the link between customers and enterprises. In the current competitive market environment, call centers have become an indispensable service means for enterprises to improve efficiency and strengthen customer relationships. Through call center enterprises, we can timely understand the needs of customers and solve various problems of customers. The call center is a comprehensive business processing platform that provides strong business support capabilities. Operators can overlay multiple services on the platform according to their actual needs. These services can be either manual or automated, such as complaints, suggestions, consultations, appointments, active services, number queries, call charges, 180 , 189, etc. Users can use these services by dialing the number of the call center. For example, the user dials the call center to conduct a consultation on a telephone package. After the call is connected, the first is the I VR platform for playback, guiding the customer to select different services. For example, I VR platform playback " XXX business please press 1, xxxx business please press 2, ...,;; after user press 1, IVR platform playback" call charge please press 1, attribution to please press 2, package Please press 3, after the user presses 3, IVR platform playback " XXX package please press 1, xxxx package please press 2, user press 2, IVR platform playback" package reservation, please press 1, package consultation, please press 2. .,,, At this point, the user can listen to the relevant information by pressing 2. In the process of implementing the present invention, the inventors have found that at least the following problems exist in the prior art: As shown in the process of playing the above IVR platform, the entire IVR process is complicated, and the user must go through a deep process. The process and the long time to get the information you need, and not quickly and accurately locate the appropriate IVR process node. SUMMARY OF THE INVENTION In view of this, an embodiment of the present invention provides an interactive voice response process node positioning method and system, which implements fast location of an IVR process node. The method for locating the IVR process node provided by the embodiment of the present invention is as follows: In the site created for the user equipment, the agent device, and the IVR platform, the IVR platform is instructed to locate the process node corresponding to the node information according to the node information required by the user.

The IVR process node positioning system provided by the embodiment of the present invention includes: a site module and a seat device, where:

The site module is configured to: after receiving the site creation request, create a site for the user equipment, the agent device, and the IVR platform; the agent device is configured to receive node information sent by the user equipment in the conference site, and According to the node information, the IVR platform is instructed to locate the process node corresponding to the node information. In addition, an embodiment of the present invention further provides a site module to facilitate fast positioning of an IVR process node. The site module includes: a request receiving unit and a site creating unit, where the request receiving unit is configured to receive a site creation request, and send the received site creation request to the site creation unit; the site creation unit is configured to receive the site After the request is created, a site is created for the user equipment, the agent device, and the IVR platform. Another interactive voice response process node positioning system provided by the embodiment of the present invention includes: a site module, a seat device, and a computer telecom integrated system CTI, where The site module is configured to be a user equipment, an agent device, and after receiving a site creation request.

The IVR platform creates a venue;

The agent device is configured to receive node information sent by the user equipment in the conference site, and return, to the user equipment, flow node information corresponding to the node information;

The CTI is configured to receive the process node information sent by the agent device, and distribute the process node information to an IVR platform. It can be seen that, in the embodiment of the present invention, the process node is located in the site created for the user, the agent, and the IVR platform, so that the agent can perform voice navigation to the user and guide the user to use the IVR process. Thereby, the rapid positioning of the IVR process node is realized, which ensures a good user experience and improves user satisfaction. DRAWINGS

FIG. 1 is a schematic structural diagram of an IVR process node positioning system according to an embodiment of the present invention.

FIG. 2 is a flowchart of a method for locating an IVR process node according to an embodiment of the present invention.

FIG. 3 is a flowchart of a method for locating an IVR process node according to another embodiment of the present invention.

FIG. 4 is a schematic structural diagram of a conference site module in an embodiment of the present invention.

FIG. 5 is a schematic diagram of internal connection of an IVR process node positioning system according to an embodiment of the present invention.

detailed description

In order to make the technical solutions and advantages of the embodiments of the present invention more comprehensible, the embodiments of the present invention are further described in detail below with reference to the accompanying drawings. The method for locating an IVR process node according to the embodiment of the present invention includes: creating a site for the user equipment, the agent device, and the IVR platform; in the conference site, the agent device receives the node information sent by the user equipment, and indicates that the IVR platform is located according to the node information. The process node corresponding to the node information.

The user site, the agent device, and the IVR platform are used to create a site, which is designed for the user. The standby, agent and IVR platforms create a multi-party communication environment. In this environment, users and agents can simultaneously hear the IVR voice process, and the user and agent can also make calls.

The creation of the site can be implemented by setting the site module in the ACD/softACD, or by setting the site module separately (for example, the site module on the ACD/softACD). The site module can be either a hardware entity (such as a voice board) or a software implementation. Specifically, the process of how to create a site can be done in some existing ways, and will not be described here.

Corresponding to the foregoing IVR process node locating method, the embodiment of the present invention further provides an IVR process node locating system, and the structure thereof is shown in FIG. 1, which mainly includes: an automatic call distributor (ACD)/softswitch automatic call Distributor (softACD), Computer and Telecommunication Integration (CTI), IVR platform, agent equipment and user equipment. Among them, ACD corresponds to Public Switched Telephone Network (PSTN), and softACD corresponds to Next Generation Net (NGN). ACD/softACD is mainly used to process incoming calls, queue calls and route them to the appropriate agents; CTI allows the phone and computer to share information and enable the system to be based on the specific caller, call reason, call time, and time Call status to select call routing, activate corresponding functions, and update the host database; the IVR platform can automatically answer with pre-recorded or synthesized voices, providing voice navigation for users accessing the call center, which can replace or reduce manual agent operations. Improve efficiency and save manpower; The artificial seat includes the agent and its working equipment. The agent can complete the call, hang up, transfer, and dial out of the phone through the mouse and keyboard to provide services for the user.

As shown in FIG. 1 , the IVR process node positioning system provided by the embodiment of the present invention further includes: a site module. among them,

The site module is configured to create a site for the user equipment, the agent device, and the IVR platform after receiving the site creation request.

User equipment, configured to send node information to the agent device in the conference site;

An agent device, configured to receive node information sent by the user equipment, and according to the node information The IVR platform is positioned to locate the process node corresponding to the node information.

For ease of understanding, the present invention will be described in detail by way of two specific embodiments in conjunction with Figs. 2 and 3, respectively.

The application scenario based on Figure 2 is: After the user calls the call center, it is served by the IVR platform. As shown in Figure 2, the process of IVR process node location mainly includes the following steps:

Step 301: The user calls the call center.

Step 302: The ACD/softACD assigns the user call to the CTI.

Step 303: The CTI distributes the user call to the IVR platform.

Step 304: The IVR platform plays the sound to the user, and prompts the user to press a designated key during the playback process to invite the agent to guide the user to use the IVR process.

Step 305: The user presses the designated key to request the agent to guide the use of the IVR process.

Step 306: The ACD/softACD assigns the user request to the CTI.

Step 307: CTI distributes the user request to the IVR platform.

Step 308: After the IVR platform learns that the user requests to guide the use of the IVR process, the IVR platform forwards the received request for using the IVR process to the CTI.

Step 309: After receiving the CTI, the CTI sends a site creation request to the site module, and requests the site module to add the agent device, the user device, and the IVR platform to the site.

Step 310: After receiving the site creation request, the site module creates a site, adds the agent device, the user device, and the IVR platform to the site, and returns a successful response to the CTI.

Step 311: After the site is created successfully, the user and the agent can simultaneously hear the IVR voice process, and the user and the agent can also talk through the user equipment (such as a phone) and the agent device (such as a phone). In the conference site, the user can notify the agent through the user equipment that needs to listen to the node information (such as listening to certain package information). Step 312: After receiving the node information sent by the user, the agent forwards the received node information to the CTI.

For example, after the agent receives the node information sent by the user through the agent device, the agent forwards the node information (such as the button tone 5) corresponding to the received node information (such as the need to listen to certain package information) to the CTI.

Step 313: The CTI distributes the node information to the IVR platform.

For example, the CTI distributes the process node information (such as the key tone 5) corresponding to the node information sent by the agent device to the IVR platform.

Step 314: After receiving the IVR platform, play the sound at the process node corresponding to the node information. For example, put information about a certain package to the user.

For example, after receiving the process node information (such as button tone 5) corresponding to the node information distributed by the CTI, the IVR platform plays the sound at the process node corresponding to the process node information.

In this way, the user can directly listen to the information that he or she needs to obtain, without having to go through a deep process to get the relevant information.

In another embodiment of the present invention, after the site is created, the user and the agent can make a call through the user equipment (such as a phone) and the agent device (such as a phone), and the user can obtain the node information that the user needs to listen to by the call. Process node information, and instruct the IVR platform to locate the process node corresponding to the node information. The steps of the embodiment of the present invention are the same as steps 301 to 314 of the above embodiment, except that steps 311 and 312 are changed to:

Step 31: After the site is created successfully, the user and the agent can simultaneously hear the IVR voice process, and the user and the agent can also talk to the agent device (such as a phone) through the user device (such as a phone). In the conference site, the user can notify the agent of the node information that needs to be listened to by the user equipment (for example, a certain package information is required to be heard), and the agent notifies the user of the process node information corresponding to the node information (such as the button tone 5).

Step 312 ′: After the user receives the process node information sent by the agent through the user equipment, Forward the process node information (such as button tone 5) corresponding to the received node information to the CTI.

The application scenario based on Figure 3 is: After the user calls the call center, the agent serves it. As shown in Figure 3, the process of IVR process node location mainly includes the following steps:

Step 401: The user calls the call center and requests the agent to perform manual service for the agent.

Step 402: The ACD/softACD assigns the user call to the CTI.

Step 403: The CTI routes the user call to the agent, and the agent serves the user.

Step 404: During the call between the user and the agent, the user can request the agent to guide the use of the IVR process.

Step 405: After receiving the request from the user, the agent forwards the received request for guiding the use of the IVR process to the CTI through the agent device.

Step 406: After receiving the CTI, the CTI sends a site creation request to the site module, and requests the site module to add the agent device, the user device, and the IVR platform to the site.

Step 407: After the site module receives the request to create a site, the site is created, and the agent device, the user device, and the IVR platform are added to the site, and the CTI is returned to the site to create a successful response.

Step 408: In the conference site, the user informs the agent through the user equipment that the node information that needs to be listened to by the user equipment.

Step 409: After receiving the node information sent by the user, the agent sends the received node information to the CTI.

For example, after the agent receives the node information sent by the user through the agent device, the agent sends the node information (such as the button tone 5) corresponding to the received node information (such as the need to listen to certain package information) to the CTI.

Step 410: The CTI distributes the node information to the IVR platform.

For example, the CTI distributes the process node information (such as the button tone 5) corresponding to the node information sent by the agent device to the IVR platform. Step 411: After receiving the IVR platform, play the sound at the process node corresponding to the node information.

In another embodiment of the present invention, after the site is created, the user and the agent can make a call through the user equipment (such as a phone) and the agent device (such as a phone), and the user can obtain the node information that the user needs to listen to by the call. Process node information, and instruct the IVR platform to locate the process node corresponding to the node information. The steps of the embodiment of the present invention are the same as steps 401 to 411 of the above embodiment, except that steps 408 and 409 are changed to:

Step 408': After the site is created successfully, the user and the agent can simultaneously hear the IVR voice process, and the user and the agent can also talk to the agent device (such as a phone) through the user device (such as a phone). In the conference site, the user can notify the agent of the node information that needs to be listened to by the user equipment (for example, a certain package information is required to be heard), and the agent notifies the user of the process node information corresponding to the node information (such as the button tone 5).

Step 409': After receiving the process node information sent by the agent, the user forwards the process node information (such as the button tone 5) corresponding to the received node information to the CTI.

In addition, an embodiment of the present invention further provides a site module. The structure is as shown in FIG. 4, and mainly includes: a request receiving unit 402 and a site creating unit 404. among them,

The request receiving unit 402 is configured to receive a site creation request, and send the received site creation request to the site creation unit.

The site creation unit 404 is configured to create a site for the user equipment, the agent device, and the IVR platform after receiving the site creation request.

The site module can be set in ACD/softACD or it can be a separate entity.

It should be noted that the present invention is applicable not only to the PSTN network but also to the NGN network. It can be seen that, by using the method or system provided by the embodiment of the present invention, the agent can speak to the user. The voice navigation guides the user to use the IVR process to directly locate the user on the IVR process node of the user's needs, and the IVR platform plays the sound at the node. In this way, the user can find the information that he needs to obtain in a short period of time, without having to go through a deep process step by step, thereby realizing the rapid positioning of the IVR process node, ensuring a good user experience and improving the user. Satisfaction.

An IVR process node locating system, as shown in FIG. 5, includes: a site module 502, an agent device 504, a CTI 506, and a user equipment 508, where

The site module 502 is configured to create a site for the user equipment 508, the agent device 504, and the IVR platform after receiving the site creation request.

The agent device 504 is configured to receive the node information sent by the user equipment 508 in the conference site, and return the process node information corresponding to the node information to the user equipment 508;

The CTI 506 is configured to receive the process node information sent by the agent device 504, and distribute the process node information to the IVR platform.

Further, the IVR process node locating system further includes: an IVR platform 510, wherein the IVR platform 510 is configured to play the sound of the process node corresponding to the process node information according to the process node information sent by the CTI 506.

The above-mentioned objects, technical solutions, and advantageous effects of the present invention are further described in detail. It is to be understood that the above description is not intended to limit the present invention, and is within the spirit and principles of the present invention. Any modifications, equivalent substitutions, improvements, etc., are intended to be included within the scope of the present invention.

Claims

Claim

An interactive voice response IVR process node locating method, comprising: in the site created for the user equipment, the agent device, and the IVR platform, according to the node information required by the user, instructing the IVR platform to locate the node The process node corresponding to the information.

2. The method according to claim 1, wherein the method further comprises: creating a site for the user equipment, the agent device, and the IVR platform.

The method according to claim 2, wherein the step of creating a site for the user equipment, the agent device, and the IVR platform includes:

After the site is created, the site module creates a site and adds the user device, agent, and IVR platform to the created site.

4. The method according to claim 3, wherein the method further comprises:

The user equipment initiates a request to use the IVR process to the IVR platform, and the IVR platform forwards the request to the computer telecom integrated system CTI. After receiving the CTI, the CTI sends a site creation request to the site module, requesting the site module to use the user equipment, the agent device, and the IVR platform. Join the venue.

The method according to claim 3, wherein the method further comprises:

The user equipment initiates a request to the agent device to use the IVR process, and the agent device forwards the request to the CTI. After receiving the CTI, the CTI sends a site creation request to the site module, and requests the site module to add the user device, the agent device, and the IVR platform to the site.

The method according to any one of claims 1 to 5, wherein the step of instructing the IVR platform to locate the process node corresponding to the node information according to the node information required by the user includes: the agent device receiving the user The node information required by the user sent by the device;

Sending the process node information corresponding to the received node information to the CTI;

CTI distributes the process node information to the IVR platform;

The IVR platform puts the process node corresponding to the process node information according to the process node information.

The method according to any one of claims 1 to 5, wherein the step of instructing the IVR platform to locate the process node corresponding to the node information according to the node information required by the user includes: the user equipment receiving the agent The process node information corresponding to the node information required by the user sent by the device;

CTI distributes the process node information to the IVR platform;

The IVR plays a sound at the process node corresponding to the process node information according to the process node information.

The method according to any one of claims 3 to 5, wherein the venue module is set in an automatic call distributor/softswitch automatic call distributor ACD/softACD, or is set separately.

9. An interactive voice response IVR process node positioning system, comprising: a site module and a seat device, wherein:

The site module is configured to create a site for the user equipment, the agent device, and the IVR platform after receiving the site creation request;

The agent device is configured to receive node information sent by the user equipment in the conference site, and instruct the IVR platform to locate the process node corresponding to the node information according to the node information.

10. The system of claim 9, further comprising: an IVR platform and a computer telecom integrated system CTI, wherein:

The IVR platform is configured to receive a request sent by the user equipment to guide the use of the IVR process, and forward the request to the CTI;

The CTI is configured to send a site creation request to the site module after receiving the request, and request the site module to join the user equipment, the agent device, and the IVR platform to the site.

11. The system of claim 9, further comprising: a computer telecom integrated system CTI, wherein:

The agent device is further configured to receive a request sent by the user equipment to guide the use of the IVR process, and forward the received request to the CTI; The CTI is configured to send a site creation request to the site module after receiving the request, and request the site module to join the user equipment, the agent device, and the IVR platform to the site.

The system according to any one of claims 9 to 11, wherein the site module is set in the ACD/soft ACD or is set separately.

A site module, comprising: a request receiving unit and a site creating unit, where

a request receiving unit, configured to receive a site creation request, and send the received site creation request to the site creation unit;

The site creation unit is used to create a site for the user equipment, the agent device, and the IVR platform after receiving the site creation request.

The site module according to claim 13, wherein the site module is disposed in an automatic call distributor/softswitch automatic call distributor ACD/softACD, or is a separate entity.

15. An interactive voice response IVR process node positioning system, comprising: a site module, a seat device, and a computer telecom integrated system CTI, wherein

The CTI is configured to receive the process node information sent by the agent device, and distribute the process node information to an IVR platform.

The system according to claim 15, further comprising: an IVR platform, wherein the flow node corresponding to the information is played.