CN104010093A - Interactive response system and interactive response method based on real-time information communication and speech communication - Google Patents
Interactive response system and interactive response method based on real-time information communication and speech communication Download PDFInfo
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- CN104010093A CN104010093A CN201310067266.3A CN201310067266A CN104010093A CN 104010093 A CN104010093 A CN 104010093A CN 201310067266 A CN201310067266 A CN 201310067266A CN 104010093 A CN104010093 A CN 104010093A
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- 238000000034 method Methods 0.000 title claims abstract description 16
- 230000004044 response Effects 0.000 title abstract description 11
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Abstract
Disclosed are an interactive response system and an interactive response method based on real-time information communication and speech communication. The interactive response system comprises a speech response server (1), a real-time information server (2) and a user's mobile communication terminal (3). The mobile communication terminal (3) is provided with a piece of real-time information communication software which is accessed into the real-time information server (2). When a user uses the mobile communication terminal (3) to communicate with the speech response server (1) by voice, the speech response server (1) communicates with the mobile communication terminal (3) in real time through the real-time information server (2), and the speech response server (1) returns corresponding speech information through voice call and/or returns corresponding visual information to the mobile communication terminal (3) according to key operation by the user on speech call and control by the user on the real-time information communication software. Through real-time information communication, complicated content can be transmitted to users in the form of visual information to make up for the defect that only simple content can be transmitted through speech communication.
Description
[technical field]
The present invention relates to network communications technology field, particularly interactive answering system and the method for a kind of joining with real-time information communication and speech communication.
[background technology]
Current interactive voice answering (Interactive Voice Response, be called for short IVR) system, general employing speech communication mode and user carry out interactive operation, that user guides according to the voice of interactive voice answering system in communication process, send corresponding dual-tone multifrequency (Dual Tone Mult i Frequency is called for short DTMF) signal by telephone keypad to interactive voice answering system.Because user and interactive voice answering system both sides are only by voice mode exchange message, interactive voice answering system generally can be divided into multi-layer information by each option, and the touch-tone signal sending according to user, successively send to user the different phonetic information of prerecording, finally provide corresponding service according to user's selection.For some comparatively complicated options, user often needs repeatedly the careful voice messaging that interactive voice answering system is broadcast of listening to, ability selecting properly required service, once if select wherein one of mistake in the process of listening to, may again take time again and again listen again one time, not only time-consuming but also inefficent, being one has problem to be solved.
[summary of the invention]
Object of the present invention, is to provide interactive answering system and the method for a kind of joining with real-time information communication and speech communication, to realize the multiple application in interactive voice answering.
The object of the present invention is achieved like this, adopt a kind of so interactive answering system, it is characterized in that, described system includes voice answer-back server (1), real-time information server (2), user's communication terminal (3), wherein, voice answer-back server (1) access public phone network (4), real-time information server (2) accessing Internet network (5), voice answer-back server (1) is connected with real-time information server (2) phase telecommunication, communication terminal (3) access public phone network (4) carries out voice conversation with voice answer-back server (1), and, user's communication terminal (3) is provided with real time information bitcom, this real time information bitcom is associated with the telephone number of communication terminal (3), by this real time information bitcom, through internet, (5) access real-time information servers (2) carry out real time information communication to communication terminal (3), and, voice answer-back server (1) is according to carrying out the telephone number of the communication terminal (3) of voice conversation with voice answer-back server (1), the communication terminal (3) being associated with this telephone number by real-time information server (2) carries out real time information communication, voice answer-back server (1) is the manipulation at the real time information bitcom of communication terminal (3) the button operation of voice conversation and/or user according to user, return to corresponding voice messaging and/or return to corresponding visual information to communication terminal (3) by voice conversation.
And, also adopt a kind of so interactive answering system method, it is characterized in that, described method comprises voice answer-back server (1) and real-time information server (2) is set, and at user's communication terminal (3), real time information bitcom is set, this real time information bitcom is associated with the telephone number of communication terminal (3), communication terminal (3) by this real time information bitcom through internet (5) access real-time information servers (2), voice answer-back server (1) carries out real time information communication by real-time information server (2) and user's communication terminal (3), voice answer-back server (1) carries out voice conversation by public phone network (4) and user's communication terminal (3), and, voice answer-back server (1) is according to carrying out the telephone number of the communication terminal (3) of voice conversation with voice answer-back server (1), and the communication terminal (3) being associated with this telephone number by real-time information server (2) carries out real-time communication, and/or voice answer-back server (1) is according to carrying out with voice answer-back server (1) telephone number that the real time information bitcom of real time information communication is associated, and carries out voice conversation by public phone network (4) and the communication terminal (3) of this telephone number, and, voice answer-back server (1) according to user the button operation of voice conversation and/or user in the manipulation of the real time information bitcom of communication terminal (3), return to corresponding voice messaging and/or return to corresponding visual information to communication terminal (3) by voice conversation.
So just realize well object of the present invention.
Interactive answering system and the method for joining with real-time information communication of the present invention and speech communication, make up the deficiency of speech communication by real time information communication, make interactive answering system both can guide user to make suitable operation by broadcasting voice, can adopt visual information to send user to some more complicated contents by real time information communication again simultaneously, make up the deficiency of voice messaging by visual information, allow user's more convenient and quicker ground selecting properly required service.System and method of the present invention, both can adopt traditional interactive voice answering system mode to operate, also can adopt real time information and interactive voice information synchronous operation mode to operate, both can look after the user who uses traditional voice phone, and can be again and use the user of smart mobile phone that service is more easily provided.
[brief description of the drawings]
Fig. 1 is the structural representation key diagram of interactive answering system the first embodiment of the present invention;
Fig. 2 is the structural representation key diagram of interactive answering system the second embodiment of the present invention;
Fig. 3 is the structural representation key diagram of interactive answering system the 3rd embodiment of the present invention;
In figure, device, parts device that identical digitized representation is identical, accompanying drawing is schematically, in order to the principal character of system and method for the present invention to be described.
[embodiment]
Below in conjunction with accompanying drawing, method of the present invention is described in further detail.
Consult Fig. 1, Fig. 1 is the structural representation key diagram of interactive answering system the first embodiment of the present invention, system shown in Fig. 1 includes voice answer-back server (1), real-time information server (2), user's communication terminal (3), wherein, voice answer-back server (1) access public phone network (4), real-time information server (2) accessing Internet network (5), voice answer-back server (1) is connected with real-time information server (2) phase telecommunication, communication terminal (3) access public phone network (4) carries out voice conversation with voice answer-back server (1), and, user's communication terminal (3) is provided with real time information bitcom, this real time information bitcom is associated with the telephone number of communication terminal (3), by this real time information bitcom, through internet, (5) access real-time information servers (2) carry out real time information communication to communication terminal (3).When use, user uses its communication terminal (3) to phone voice answer-back server (1) through public phone network (4) to carry out voice conversation, voice answer-back server (1) is according to carrying out the telephone number of the communication terminal (3) of voice conversation with voice answer-back server (1), just can know whether this user binds its telephone number and the real time information bitcom of user's communication terminal (3) mutually, if bound, the communication terminal (3) being associated with this telephone number by real-time information server (2) carries out real time information communication, voice answer-back server (1) is the manipulation at the real time information bitcom of communication terminal (3) the button operation of voice conversation and/or user according to user, return to corresponding voice messaging and/or return to corresponding visual information to communication terminal (3) by voice conversation.Pass through visual information, just can allow user's more convenient and quicker and select required service, and more can pass through the real time information bitcom of communication terminal (3), send Word message, the picture etc. of user's input to voice answer-back server (1) through real-time information server (2), allow system of the present invention possess the function that receives Word message.
Aspect arranging, voice answer-back server (1) and real-time information server (2) need to be set, and at user's communication terminal (3), real time information bitcom is set, this real time information bitcom is associated with the telephone number of communication terminal (3), communication terminal (3) by this real time information bitcom through internet (5) access real-time information servers (2), voice answer-back server (1) carries out real time information communication by real-time information server (2) and user's communication terminal (3), voice answer-back server (1) and general interactive voice answering (Interactive Voice Response, being called for short IVR) system is the same, need to connect public phone network (4), and arrange at least one for the telephone line of voice conversation, voice answer-back server (1) carries out voice conversation by public phone network (4) and user's communication terminal (3), customer-side, user will register the telephone number of its communication terminal (3) in advance at voice answer-back server (1), and the real time information bitcom of its communication terminal (3) and this telephone number are bound mutually.When use, user uses its communication terminal (3) to phone voice answer-back server (1) through public phone network (4) to carry out voice conversation, voice answer-back server (1) is according to carrying out the telephone number of the communication terminal (3) of voice conversation with voice answer-back server (1), and the communication terminal (3) being associated with this telephone number by real-time information server (2) carries out real time information communication; User also can use its communication terminal (3), and through internet, (5) access real-time information servers (2) carry out real time information communication initiation service to voice answer-back server (1), voice answer-back server (1), according to carrying out with voice answer-back server (1) telephone number that the real time information bitcom of real time information communication is associated, carries out voice conversation by public phone network (4) and the communication terminal (3) of this telephone number; And, voice answer-back server (1) according to user the button operation of voice conversation and/or user in the manipulation of the real time information bitcom of communication terminal (3), return to corresponding voice messaging and/or return to corresponding visual information to communication terminal (3) by voice conversation.In the present invention, described visual information comprises by word and/or image and/or image and being formed, described public phone network (4) comprises the networks such as the mobile telephone network of public switch telephone network (Public Switched Telephone Network is called for short PSTN), each standard.Described communication terminal (3) is the device such as mobile phone or panel computer with function of surfing the Net and voice conversation function.
Consult Fig. 2, Fig. 2 is the structural representation key diagram of interactive answering system the second embodiment of the present invention, the main difference part of the second embodiment shown in Fig. 2 and the first embodiment is in the second embodiment, described communication terminal (3) is made up of phone (301) and access terminals (302), wherein, described phone (301) comprises fixed line or mobile phone or the networking telephone, and described access terminals (302) comprises the equipment that seat stand computer, notebook computer, panel computer, smart mobile phone etc. can be surfed the Net.No matter adopt the mode of the first embodiment or the second embodiment, all can realize well object of the present invention.
Consult Fig. 3, Fig. 3 is the structural representation key diagram of interactive answering system the 3rd embodiment of the present invention, the system of the 3rd embodiment shown in Fig. 3 also comprises the customer service terminal (6) that client service person uses, described customer service terminal (6) is connected with voice answer-back server (1) phase telecommunication, customer service terminal (6) is carried out voice conversation by voice answer-back server (1) and user's communication terminal (3), in Fig. 3 to represent the voice conversation passage between user's communication terminal (3) and customer service terminal (6) with the solid line of arrow, and, voice answer-back server (1) operation in customer service terminal (6) according to client service person, send visual information by real-time information server (2) to user's communication terminal (3), in Fig. 2 to represent the real time information communication channel between user's communication terminal (3) and customer service terminal (6) with the dotted line of arrow.
Continue to consult Fig. 3, in the embodiment of Fig. 3, having increased customer service terminal (6) can allow system of the present invention can be applied to some to be provided with the call center that client service person receives calls, the company of reserving hotel air ticket is more for example provided, can understand customer demand by client service person and the direct voice dialogue of client, then client service person is sent to client and does further selection meeting the particulars such as the hotel/air ticket of customer demand by real time information communication, more can be by real time information communication by client's name after the required hotel/air ticket of customer selecting, the personal informations such as passport NO. are passed to client service person by real time information communication and are subscribed operation to complete.For example can be applied to again some shopping websites, the shopping website as long as client makes a telephone call to, the client service person of shopping website is by understanding customer demand with the direct voice dialogue of client, then send the product/particulars such as service that meet customer demand to client by real time information communication and do further selection, data content can comprise the information such as word, picture, short-movie, allows client more easily choose quickly required product/service.For example can be applied to again telephone bank's service, can understand client by client service person and the direct voice dialogue of client and need carry out what account's operation, then the particulars that client service person operates relevant account by real time information communication send client to and check, after client's confirmation, agree to that carrying out this account operation just inputs password confirming, in order to ensure the safety of client password, this password can not send client service person to, but processed by the related account server that voice answer-back server (1) sends it to bank, after having operated, account returns to account's operating result to customer service terminal (6) and client's communication terminal (3) respectively again, so both can facilitate client to use telephone bank's service, can ensure again client's cryptosecurity.
Below described feature of the present invention in detail, although the present invention is illustrated with the above embodiments, the present invention is not limited to this, in the case of not leaving the scope of spirit of the present invention and appended claims, can do multiple change and variation.
Interactive answering system and the method for joining with real-time information communication of the present invention and speech communication, in conjunction with the advantage separately of speech communication and real time information communication, greatly improved the function of interactive answering system, its enforcement, can bring good economic and social benefit.
Claims (6)
1. an interactive answering system, it is characterized in that, described system includes voice answer-back server (1), real-time information server (2), user's communication terminal (3), wherein, voice answer-back server (1) access public phone network (4), real-time information server (2) accessing Internet network (5), voice answer-back server (1) is connected with real-time information server (2) phase telecommunication, communication terminal (3) access public phone network (4) carries out voice conversation with voice answer-back server (1), and, user's communication terminal (3) is provided with real time information bitcom, this real time information bitcom is associated with the telephone number of communication terminal (3), by this real time information bitcom, through internet, (5) access real-time information servers (2) carry out real time information communication to communication terminal (3), and, voice answer-back server (1) is according to carrying out the telephone number of the communication terminal (3) of voice conversation with voice answer-back server (1), the communication terminal (3) being associated with this telephone number by real-time information server (2) carries out real time information communication, voice answer-back server (1) is the manipulation at the real time information bitcom of communication terminal (3) the button operation of voice conversation and/or user according to user, return to corresponding voice messaging and/or return to corresponding visual information to communication terminal (3) by voice conversation.
2. interactive answering system as claimed in claim 1, it is characterized in that, described system also comprises the customer service terminal (6) that client service person uses, described customer service terminal (6) is connected with voice answer-back server (1) phase telecommunication, customer service terminal (6) is carried out voice conversation by voice answer-back server (1) and user's communication terminal (3), and, voice answer-back server (1) operation in customer service terminal (6) according to client service person, send visual information by real-time information server (2) to user's communication terminal (3).
3. the interactive answering system as described in claim 1 to 2 any one, is characterized in that, described visual information comprises by word and/or image and/or image and being formed.
4. the interactive answering system as described in claim 1 to 2 any one, is characterized in that, described communication terminal (3) is made up of phone (301) and access terminals (302).
5. an interactive answering system method, it is characterized in that, described method comprises voice answer-back server (1) and real-time information server (2) is set, and at user's communication terminal (3), real time information bitcom is set, this real time information bitcom is associated with the telephone number of communication terminal (3), communication terminal (3) by this real time information bitcom through internet (5) access real-time information servers (2), voice answer-back server (1) carries out real time information communication by real-time information server (2) and user's communication terminal (3), voice answer-back server (1) carries out voice conversation by public phone network (4) and user's communication terminal (3), and, voice answer-back server (1) is according to carrying out the telephone number of the communication terminal (3) of voice conversation with voice answer-back server (1), and the communication terminal (3) being associated with this telephone number by real-time information server (2) carries out real-time communication, and/or voice answer-back server (1) is according to carrying out with voice answer-back server (1) telephone number that the real time information bitcom of real time information communication is associated, and carries out voice conversation by public phone network (4) and the communication terminal (3) of this telephone number, and, voice answer-back server (1) according to user the button operation of voice conversation and/or user in the manipulation of the real time information bitcom of communication terminal (3), return to corresponding voice messaging and/or return to corresponding visual information to communication terminal (3) by voice conversation.
6. interactive answering system method as claimed in claim 5, is characterized in that, described visual information comprises by word and/or image and/or image and being formed.
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| CN201310067266.3A CN104010093A (en) | 2013-02-24 | 2013-02-24 | Interactive response system and interactive response method based on real-time information communication and speech communication |
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| CN201310067266.3A CN104010093A (en) | 2013-02-24 | 2013-02-24 | Interactive response system and interactive response method based on real-time information communication and speech communication |
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| CN201310067266.3A Pending CN104010093A (en) | 2013-02-24 | 2013-02-24 | Interactive response system and interactive response method based on real-time information communication and speech communication |
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN108989586A (en) * | 2018-08-28 | 2018-12-11 | 携程旅游信息技术（上海）有限公司 | Method, system, equipment and the storage medium that IVR is realized |
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| US20080255850A1 (en) * | 2007-04-12 | 2008-10-16 | Cross Charles W | Providing Expressive User Interaction With A Multimodal Application |
| CN101355615A (en) * | 2008-09-04 | 2009-01-28 | 中兴通讯股份有限公司 | System and method for directly pointing to dial on Web page |
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- 2013-02-24 CN CN201310067266.3A patent/CN104010093A/en active Pending
Patent Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1889444A (en) * | 2006-07-31 | 2007-01-03 | 范多彧 | Multi-network fusing interdynamic system |
| US20080255850A1 (en) * | 2007-04-12 | 2008-10-16 | Cross Charles W | Providing Expressive User Interaction With A Multimodal Application |
| CN101355615A (en) * | 2008-09-04 | 2009-01-28 | 中兴通讯股份有限公司 | System and method for directly pointing to dial on Web page |
Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN108989586A (en) * | 2018-08-28 | 2018-12-11 | 携程旅游信息技术（上海）有限公司 | Method, system, equipment and the storage medium that IVR is realized |
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Application publication date: 20140827 |