CN102196104A - Method and system for data and voice fusion in interactive voice response (IVR) system - Google Patents

Abstract

Translated fromChinese

本发明公开了一种IVR系统中数据与语音融合的方法，用以解决现有IVR平台提供的信息量有限，效率较低的问题。该方法为：应用服务器根据终端的输入信息，将获取的该输入信息对应的数据信息通过数据通道发送到终端，获取该数据信息对应的语音信息，将该语音信息通过语音通道发送到终端，使终端同步播放所述数据信息与所述语音信息。本发明实施例还提供了一种IVR系统，如本发明提出的方案，应用服务器分别通过数据通道与语音通道，向终端发送数据信息和语音信息，使终端获取不同类型的信息，从而扩大了终端获取信息的数据量，同时由于可以直接向终端提供数据信息与语音信息，因此改善用户的体验，增加该IVR系统的使用效率。

The invention discloses a data and voice fusion method in an IVR system, which is used to solve the problems of limited information provided by the existing IVR platform and low efficiency. The method is: according to the input information of the terminal, the application server sends the obtained data information corresponding to the input information to the terminal through the data channel, acquires the voice information corresponding to the data information, and sends the voice information to the terminal through the voice channel, so that The terminal plays the data information and the voice information synchronously. The embodiment of the present invention also provides an IVR system, such as the solution proposed by the present invention, the application server sends data information and voice information to the terminal through the data channel and the voice channel respectively, so that the terminal obtains different types of information, thereby expanding the terminal At the same time, because data information and voice information can be directly provided to the terminal, the user experience is improved and the use efficiency of the IVR system is increased.

Description

Translated fromChinese

交互式语音应答系统中数据与语音融合的方法及系统Method and system for data and voice fusion in interactive voice response system

技术领域technical field

本发明涉及网络技术领域，尤其涉及一种交互式语音应答(Interactive VoiceResponse，IVR)系统中数据与语音融合的方法及系统。The present invention relates to the field of network technology, in particular to a method and system for data and voice fusion in an Interactive Voice Response (IVR) system.

背景技术Background technique

IVR平台可以根据用户通过语音或者按键输入的内容，进行相应信息的播放。IVR平台可以全天候的为用户服务，在节省人工负担的同时，也有效的节约了成本，提高了信息服务的质量。The IVR platform can play the corresponding information according to the content input by the user through voice or button. The IVR platform can serve users around the clock. While saving labor burden, it also effectively saves costs and improves the quality of information services.

但是，现有技术中IVR平台只能提供语音信息服务，即当IVR平台向用户播放相应信息时，只能播放该信息的语音格式。而语音信息只能从语音的角度向用户提供，可以提供的信息量有限，从而影响了用户的体验。同时，IVR平台采用双音多频(Dual-Tone Multi-Frequency，DTMF)方式的人机接口，该人机接口基于按键识别，由于存在的级联菜单较多，并且不同级别的菜单对应的服务号码没有统一的标准，从而使该人机接口不能直接、简单的向用户提供服务，效率较低。However, in the prior art, the IVR platform can only provide voice information services, that is, when the IVR platform plays corresponding information to the user, it can only play the voice format of the information. However, voice information can only be provided to users from the perspective of voice, and the amount of information that can be provided is limited, thereby affecting user experience. At the same time, the IVR platform adopts the dual-tone multi-frequency (Dual-Tone Multi-Frequency, DTMF) man-machine interface. There is no uniform standard for numbers, so that the man-machine interface cannot directly and simply provide services to users, and the efficiency is low.

发明内容Contents of the invention

有鉴于此，本发明实施例提供一种IVR系统中数据与语音融合的方法及系统，用以解决现有IVR平台提供的信息量有限，效率较低的问题。In view of this, the embodiments of the present invention provide a method and system for data and voice fusion in an IVR system, so as to solve the problem of limited information provided by the existing IVR platform and low efficiency.

本发明实施例提供的一种IVR系统中数据与语音融合的方法，包括：A method for data and voice fusion in an IVR system provided by an embodiment of the present invention includes:

应用服务器通过语音通道接收终端的呼叫请求，并获取所述终端的输入信息；The application server receives the call request of the terminal through the voice channel, and obtains the input information of the terminal;

所述应用服务器根据所述输入信息，获取所述输入信息对应的数据信息，并将所述数据信息通过数据通道发送到所述终端；并The application server acquires data information corresponding to the input information according to the input information, and sends the data information to the terminal through a data channel; and

所述应用服务器获取与所述数据信息对应的语音信息，并将所述语音信息通过语音通道发送到所述终端。The application server obtains voice information corresponding to the data information, and sends the voice information to the terminal through a voice channel.

本发明实施例提供的一种IVR系统，包括：A kind of IVR system that the embodiment of the present invention provides, comprises:

应用服务器，用于通过语音通道接收终端的呼叫请求，并获取所述终端的输入信息，根据所述输入信息，获取所述信息对应的数据信息，并将所述数据信息通过数据通道发送到所述终端，获取与所述数据信息对应的语音信息，将所述语音信息通过语音通道发送到所述终端；The application server is configured to receive a call request from a terminal through a voice channel, obtain input information of the terminal, obtain data information corresponding to the information according to the input information, and send the data information to the terminal through the data channel. The terminal obtains voice information corresponding to the data information, and sends the voice information to the terminal through a voice channel;

终端，用于向应用服务器发送呼叫请求，并向所述应用服务器发送输入信息，通过数据通道接收所述应用服务器发送的数据信息，通过语音通道接收所述应用服务器发送的语音信息，同步播放所述数据信息与所述语音信息。The terminal is configured to send a call request to the application server, and send input information to the application server, receive the data information sent by the application server through the data channel, receive the voice information sent by the application server through the voice channel, and play all the information synchronously. The data information and the voice information.

本发明实施例提供了一种IVR系统中数据与语音融合的方法及系统，该方法中应用服务器根据终端的输入信息，将获取的该输入信息的数据信息通过数据通道发送到终端，获取该数据信息对应的语音信息，将该语音信息通过语音通道发送到终端，使终端同步播放所述数据信息与所述语音信息。在本发明实施例中应用服务器分别通过数据通道与语音通道，向终端发送数据信息和语音信息，使终端获取不同类型的信息，从而扩大了终端获取信息的数据量，同时由于可以直接向终端提供数据信息与语音信息，因此提高用户的体验，增加该IVR系统的使用效率。The embodiment of the present invention provides a method and system for data and voice fusion in an IVR system. In the method, the application server sends the acquired data information of the input information to the terminal through the data channel according to the input information of the terminal, and obtains the data. The voice information corresponding to the information is sent to the terminal through the voice channel, so that the terminal plays the data information and the voice information synchronously. In the embodiment of the present invention, the application server sends data information and voice information to the terminal through the data channel and the voice channel respectively, so that the terminal obtains different types of information, thereby expanding the amount of data that the terminal obtains information. Data information and voice information, thus improving user experience and increasing the efficiency of the IVR system.

附图说明Description of drawings

图1为本发明实施例提供的IVR系统中数据与语音融合的过程；Fig. 1 is the process of data and voice fusion in the IVR system that the embodiment of the present invention provides;

图2为本发明实施例提供的IVR系统中数据与语音融合的详细过程；Fig. 2 is the detailed process of data and voice fusion in the IVR system that the embodiment of the present invention provides;

图3为本发明实施例提供的IVR系统中数据与语音融合的另一详细过程；Fig. 3 is another detailed process of data and voice fusion in the IVR system provided by the embodiment of the present invention;

图4为本发明实施例提供的IVR系统的结构示意图。Fig. 4 is a schematic structural diagram of an IVR system provided by an embodiment of the present invention.

具体实施方式Detailed ways

本发明实施例提供了一种IVR系统中数据与语音融合的方法及系统，在本发明中应用服务器分别通过数据通道与语音通道，向终端发送数据信息和语音信息，使终端获取不同类型的信息，从而扩大了终端获取信息的数据量，同时由于可以直接向终端提供数据信息与语音信息，因此提高用户的体验，增加该IVR系统的使用效率。The embodiment of the present invention provides a method and system for data and voice fusion in an IVR system. In the present invention, the application server sends data information and voice information to the terminal through the data channel and the voice channel respectively, so that the terminal can obtain different types of information , thereby expanding the amount of data that the terminal acquires information, and at the same time, since data information and voice information can be directly provided to the terminal, the user experience is improved and the use efficiency of the IVR system is increased.

下面结合说明书附图，对本发明实施例进行详细说明。Embodiments of the present invention will be described in detail below in conjunction with the accompanying drawings.

图1为本发明实施例提供的IVR系统中数据与语音融合的过程，该过程包括以下步骤：Fig. 1 is the process of data and voice fusion in the IVR system that the embodiment of the present invention provides, and this process comprises the following steps:

S101：应用服务器通过语音通道接收终端的呼叫请求，并获取所述终端的输入信息。S101: The application server receives a call request from a terminal through a voice channel, and acquires input information of the terminal.

终端的呼叫请求通过语音通道发送到IVR服务器，IVR服务器判断接收到的呼叫请求的类型，当判断该呼叫请求的类型为数据与语音融合的IVR类型时，IVR服务器将所述呼叫请求发送到所述应用服务器。The call request of the terminal is sent to the IVR server through the voice channel, and the IVR server judges the type of the call request received. the above application server.

在本发明实施例中为了区分呼叫请求的类型，可以在该呼叫请求中携带不同的标识信息，用于对呼叫请求的IVR类型以及数据与语音融合的IVR类型进行区分。In the embodiment of the present invention, in order to distinguish the type of the call request, different identification information may be carried in the call request, which is used to distinguish the IVR type of the call request and the IVR type of the fusion of data and voice.

应用服务器从IVR服务器获取终端的输入信息，其中IVR服务器可以从数据通道或语音通道获取终端的输入信息。The application server obtains the input information of the terminal from the IVR server, and the IVR server may obtain the input information of the terminal from the data channel or the voice channel.

或者，在本发明实施例中，终端通过数据通道向数据推送服务器发送接入号码请求信息，数据推送服务器接收到所述接入号码请求信息后，将与数据与语音融合的业务对应的号码信息通过数据通道提供给终端，终端根据该号码信息通过语音通道向IVR服务器发送呼叫请求。Alternatively, in the embodiment of the present invention, the terminal sends the access number request information to the data push server through the data channel, and the data push server receives the access number request information, and sends the number information corresponding to the service integrating data and voice It is provided to the terminal through the data channel, and the terminal sends a call request to the IVR server through the voice channel according to the number information.

S102：所述应用服务器根据所述输入信息，获取所述输入信息的数据信息，并将所述数据信息通过数据通道发送到所述终端。S102: The application server acquires data information of the input information according to the input information, and sends the data information to the terminal through a data channel.

应用服务器获取所述输入信息的数据信息具体包括：应用服务器根据保存的输入信息与数据信息的对应关系，从数据库中获取所述输入信息对应的数据信息。Acquiring the data information of the input information by the application server specifically includes: the application server acquires the data information corresponding to the input information from a database according to the stored correspondence between the input information and the data information.

在本发明实施例中应用服务器将所述数据信息通过数据通道发送到所述终端包括：所述应用服务器将获取的所述数据信息发送到数据推送服务器，数据推送服务器通过数据通道将所述数据信息发送到终端。In the embodiment of the present invention, sending the data information to the terminal through the data channel by the application server includes: sending the acquired data information to the data push server by the application server, and the data push server sends the data to the terminal through the data channel The information is sent to the terminal.

S103：所述应用服务器获取与所述数据信息对应的语音信息，并将所述语音信息通过语音通道发送到所述终端，使所述终端同步播放所述数据信息与所述语音信息。S103: The application server acquires voice information corresponding to the data information, and sends the voice information to the terminal through a voice channel, so that the terminal synchronously plays the data information and the voice information.

所述应用服务器获取与所述数据信息对应的语音信息包括：所述应用服务器根据保存的数据信息与语音信息的存储地址的对应关系，从获取的所述数据信息对应的语音信息的存储地址，获取所述数据信息对应的语音信息。The obtaining of the voice information corresponding to the data information by the application server includes: according to the corresponding relationship between the saved data information and the storage address of the voice information, the application server obtains the storage address of the voice information corresponding to the data information, Acquiring voice information corresponding to the data information.

在本发明实施例提供的IVR系统中包括IVR服务器、应用服务器、数据推送服务器。IVR服务器通过语音通道接收终端发送的呼叫请求，该呼叫请求中包含标识该呼叫请求的类型的标识信息，IVR服务器接收到该呼叫请求后，判断该呼叫请求的类型，当该呼叫请求的类型为数据与语音融合的IVR类型时，IVR服务器将该呼叫请求发送到应用服务器进行后续处理，当IVR服务器判断该呼叫请求的类型为普通IVR类型时，IVR服务器直接向终端提供语音信息。The IVR system provided by the embodiment of the present invention includes an IVR server, an application server, and a data push server. The IVR server receives the call request sent by the terminal through the voice channel. The call request includes identification information identifying the type of the call request. After receiving the call request, the IVR server judges the type of the call request. When the type of the call request is When the IVR type of data and voice fusion is used, the IVR server sends the call request to the application server for subsequent processing. When the IVR server judges that the type of the call request is a common IVR type, the IVR server directly provides voice information to the terminal.

应用服务器接收到终端的呼叫请求后，向终端发送用于选择的菜单，获取终端的输入信息。其中应用服务器在获取终端的输入信息时具体包括：应用服务器通过数据推送服务器向终端发送用于选择的菜单；终端根据所述菜单，选择对应的菜单项信息，将选择的菜单项信息映射为语音输入信息，将所述语音输入信息通过语音通道发送到所述IVR服务器，IVR服务器将所述语音输入信息发送到所述应用服务器，所述应用服务器将接收的所述语音输入信息作为获取的所述终端的输入信息。After receiving the call request from the terminal, the application server sends a selection menu to the terminal to obtain input information of the terminal. Wherein, when the application server obtains the input information of the terminal, it specifically includes: the application server sends the menu for selection to the terminal through the data push server; the terminal selects the corresponding menu item information according to the menu, and maps the selected menu item information to voice input information, sending the voice input information to the IVR server through a voice channel, the IVR server sends the voice input information to the application server, and the application server uses the received voice input information as the acquired The input information of the above-mentioned terminal.

或者，应用服务器在获取终端的输入信息时还可以包括：应用服务器通过数据推送服务器向终端发送用于选择的菜单；所述终端根据所述菜单，选择对应的菜单项信息，将选择的菜单项信息通过数据通道发送到所述数据推送服务器；数据推送服务器将所述菜单项信息发送到所述应用服务器，应用服务器将接收的所述菜单项信息作为获取的所述终端的输入信息。Alternatively, when the application server obtains the input information of the terminal, it may also include: the application server sends a menu for selection to the terminal through the data push server; the terminal selects the corresponding menu item information according to the menu, and the selected menu item The information is sent to the data push server through a data channel; the data push server sends the menu item information to the application server, and the application server uses the received menu item information as the acquired input information of the terminal.

应用服务器获取到终端的输入信息后，根据保存的输入信息与数据信息的对应关系，从数据库中获取所述输入信息对应的数据信息。其中该数据库可以位于该应用服务器内，也可以位于其他设备内部。当该数据库位于其他设备内部时，应用服务器通过与该其他设备的交互，获取该输入信息对应的数据信息。在本发明实施例中该数据信息可以为扩展标识语言(Extensible MarkupLanguage，XML)格式的信息。After acquiring the input information of the terminal, the application server acquires the data information corresponding to the input information from the database according to the stored correspondence between the input information and the data information. The database can be located in the application server or in other devices. When the database is inside another device, the application server acquires data information corresponding to the input information through interaction with the other device. In this embodiment of the present invention, the data information may be information in an Extensible Markup Language (XML) format.

应用服务器将获取的该数据信息发送到数据推送服务器，数据推送服务器通过数据通道将该数据信息发送到终端。当应用服务器将该数据信息发送到终端后，根据保存的数据信息与其对应的语音信息的存储地址的对应关系，获取所述数据信息对应的语音信息的存储地址，根据获取的所述存储地址获取该数据信息对应的语音信息。该语音信息可以为声音文件信息等。The application server sends the acquired data information to the data push server, and the data push server sends the data information to the terminal through the data channel. After the application server sends the data information to the terminal, according to the corresponding relationship between the stored data information and the storage address of the corresponding voice information, obtain the storage address of the voice information corresponding to the data information, and obtain the storage address according to the obtained storage address. Voice information corresponding to the data information. The voice information may be sound file information or the like.

应用服务器向终端已经推送了数据信息，并且获取了该数据信息对应的语音信息，为了保证终端能够同步播放该数据信息和语音信息，在本发明实施例中可以通过不同的方式实现，具体包括：The application server has pushed the data information to the terminal, and obtained the voice information corresponding to the data information. In order to ensure that the terminal can play the data information and voice information synchronously, it can be implemented in different ways in the embodiment of the present invention, specifically including:

所述应用服务器接收到所述终端反馈的数据信息接收成功的响应信息，将所述语音信息发送到IVR服务器，所述IVR服务器通过语音通道向所述终端播放所述语音信息。The application server receives the response information that the data information is successfully received fed back by the terminal, and sends the voice information to the IVR server, and the IVR server plays the voice information to the terminal through a voice channel.

由于终端已经成功接收了该数据信息，当应用服务器接收到接收成功的响应信息时，将获取的该数据信息对应的语音信息发送到IVR服务器，IVR服务器通过语音通道，在终端展现该数据信息的同时，播放与该数据信息对应的语音信息，实现数据信息与语音信息的同步播放。Since the terminal has successfully received the data information, when the application server receives a successful response message, it sends the acquired voice information corresponding to the data information to the IVR server, and the IVR server displays the data information on the terminal through the voice channel. At the same time, the voice information corresponding to the data information is played, so as to realize the synchronous playback of the data information and the voice information.

或者，终端在同步播放该数据信息与语音信息时，还可以包括：终端根据获取的数据信息，以及与该数据信息对应的语音信息中包含的播放时间标识信息，当所述播放时间标识信息对应的时间到来时，所述终端同步播放所述数据信息与所述语音信息的信息，其中所述数据信息与所述语音信息中的播放时间标识信息相同。Alternatively, when the terminal is synchronously playing the data information and the voice information, it may further include: according to the acquired data information and the playback time identification information contained in the voice information corresponding to the data information, when the playback time identification information corresponds to When the time arrives, the terminal synchronously plays the information of the data information and the voice information, wherein the data information and the playing time identification information in the voice information are the same.

在本发明实施例中，终端同步播放所述数据信息与所述语音信息还可以包括：终端根据获取的所述数据信息，以及与所述数据信息对应的语音信息，调用相应的模块解析所述数据信息并展现，同时调用与所述数据信息的语音信息，报读所述语音信息。其中终端上的对数据信息进行解析的模块可以为终端上的浏览器，或者当终端本身具有解析XML、或其他格式等数据信息的能力时，终端调用自身的相应模块中的应用程序对该数据信息进行解析。In the embodiment of the present invention, the terminal synchronously playing the data information and the voice information may also include: the terminal invokes a corresponding module to analyze the voice information according to the acquired data information and the voice information corresponding to the data information The data information is displayed, and the voice information related to the data information is called at the same time, and the voice information is read. The module for parsing data information on the terminal can be a browser on the terminal, or when the terminal itself has the ability to parse data information such as XML or other formats, the terminal calls the application program in its own corresponding module to analyze the data information. The information is analyzed.

图2为本发明实施例提供的IVR系统中数据与语音融合的详细实施过程，该过程包括以下步骤：Fig. 2 is the detailed implementation process of data and speech fusion in the IVR system that the embodiment of the present invention provides, and this process comprises the following steps:

S201：终端通过语音通道向IVR服务器发送呼叫请求，其中该呼叫请求中包含所述呼叫请求的类型信息。S201: The terminal sends a call request to the IVR server through a voice channel, where the call request includes type information of the call request.

S202：IVR服务器判断该呼叫请求的类型是否为数据与语音融合的IVR类型，当判断结果为是时，进行步骤S203，否则，进行步骤S211。S202: The IVR server judges whether the type of the call request is an IVR type integrating data and voice, and if the judgment result is yes, go to step S203; otherwise, go to step S211.

S203：IVR服务器将所述呼叫请求发送到应用服务器，应用服务器接收到该呼叫请求后，通过数据推送服务器向终端发送用于选择的菜单。S203: The IVR server sends the call request to the application server, and after receiving the call request, the application server sends a menu for selection to the terminal through the data push server.

其中数据推送服务器通过数据通道向终端发送该用于选择的菜单。The data push server sends the menu for selection to the terminal through the data channel.

S204：终端接收应用服务器发送的菜单，选择对应的菜单项信息，将选择的菜单项信息通过数据通道发送到数据推送服务器。S204: The terminal receives the menu sent by the application server, selects the corresponding menu item information, and sends the selected menu item information to the data push server through the data channel.

S205：数据推送服务器获取该菜单项信息，将该菜单项信息发送到应用服务器，应用服务器将接收的该菜单项信息作为该终端的输入信息。S205: The data push server acquires the menu item information, sends the menu item information to the application server, and the application server uses the received menu item information as input information of the terminal.

S206：应用服务器根据终端的输入信息，及保存的输入信息与数据信息的对应关系，从数据库中获取该数据信息对应的数据信息。S206: The application server acquires data information corresponding to the data information from the database according to the input information of the terminal and the stored correspondence between the input information and the data information.

S207：应用服务器将该数据信息发送到数据推送服务器，使数据推送服务器通过数据通道将该数据信息发送到终端。S207: The application server sends the data information to the data push server, so that the data push server sends the data information to the terminal through the data channel.

S208：应用服务器根据保存的数据信息与其对应的语音信息的存储地址的对应关系，获取该数据信息对应的语音信息的存储地址，并根据所述存储地址获取所述数据信息对应的语音信息。S208: The application server acquires the storage address of the voice information corresponding to the data information according to the stored correspondence between the stored data information and the storage address of the corresponding voice information, and acquires the voice information corresponding to the data information according to the storage address.

S209：IVR服务器接收终端通过数据通道发送的数据信息接收成功响应信息，将该接收成功响应信息发送到应用服务器。S209: The IVR server receives the response information of successful reception of the data information sent by the terminal through the data channel, and sends the response information of successful reception to the application server.

S210：应用服务器将获取的该数据信息对应的语音信息发送到IVR服务器，使IVR服务器通过语音通道在终端展现该数据信息的同时，播放该语音信息。S210: The application server sends the acquired voice information corresponding to the data information to the IVR server, so that the IVR server plays the voice information while displaying the data information on the terminal through the voice channel.

S211：IVR服务器向终端提供语音信息。S211: The IVR server provides voice information to the terminal.

上述实施例中，以终端通过数据通道向IVR服务器反馈菜单项信息的输入信息，并且在保证终端侧接收的数据信息与语音信息同步时，以应用服务器接收到终端的数据信息接收成功的响应信息为例进行说明，在上述实施过程中，当终端通过数据信息向IVR服务器反馈输入信息，并且通过在数据信息中和语音信息中包含播放时间标识信息的方式，以及终端通过相应模块解析数据信息，播放语音信息的实施方式，与上述过程类似，在这里就不一一赘述。In the above embodiment, the terminal feeds back the input information of the menu item information to the IVR server through the data channel, and when the data information received by the terminal side is synchronized with the voice information, the application server receives the response information indicating that the terminal's data information has been successfully received As an example, in the above implementation process, when the terminal feeds back input information to the IVR server through data information, and includes playback time identification information in the data information and voice information, and the terminal parses the data information through the corresponding module, The implementation manner of playing the voice information is similar to the above process, and will not be repeated here.

当终端通过数据通道向数据推送服务器发送接入号码请求信息后，数据推送服务器接收到该接入号码请求信息后，由于接入号码请求信息通过数据通道发送，数据推送服务器判断所述终端需要请求数据与语音融合的业务，数据推送服务器将与数据与语音融合业务对应的号码信息，通过数据通道返回所述终端，所述终端根据所述号码信息，通过数据通道向IVR服务器发送呼叫请求，之后与步骤S201～S211的过程相同，在这里就不一一赘述。After the terminal sends the access number request information to the data push server through the data channel, after the data push server receives the access number request information, since the access number request information is sent through the data channel, the data push server judges that the terminal needs to request For the service of data and voice integration, the data push server returns the number information corresponding to the data and voice integration service to the terminal through the data channel, and the terminal sends a call request to the IVR server through the data channel according to the number information, and then The process is the same as that of steps S201-S211, and will not be repeated here.

下面以一个具体的实施例进行说明，图3为本发明实施例提供的IVR系统中数据与语音融合的过程，该过程包括以下步骤：Describe with a specific embodiment below, Fig. 3 is the process of data and voice fusion in the IVR system that the embodiment of the present invention provides, and this process comprises the following steps:

S301：终端通过拨打特殊服务号码将呼叫请求通过语音通道发送到IVR服务器。S301: The terminal sends a call request to the IVR server through a voice channel by dialing a special service number.

S302：IVR服务器判断该呼叫请求的类型是否为数据与语音融合的IVR类型，当判断结果为是时，进行步骤S303，否则，进行步骤S312。S302: The IVR server judges whether the type of the call request is an IVR type integrating data and voice, and if the judgment result is yes, go to step S303; otherwise, go to step S312.

S303：IVR服务器将该呼叫请求发送到应用服务器，应用服务器将用于选择的菜单发送到数据推送服务器。S303: the IVR server sends the call request to the application server, and the application server sends the menu for selection to the data push server.

S304：数据推送服务器将用于选择的菜单通过数据通道发送到终端。S304: The data push server sends the menu for selection to the terminal through the data channel.

S305：所述终端根据所述菜单，选择对应的菜单项信息，例如该菜单项信息为进行机票定制的信息，将选择的菜单项信息通过数据通道发送到数据推送服务器。S305: The terminal selects corresponding menu item information according to the menu, for example, the menu item information is information for ticket customization, and sends the selected menu item information to the data push server through a data channel.

S306：数据推送服务器将菜单项信息发送到应用服务器，作为终端的输入信息。S306: The data push server sends the menu item information to the application server as input information of the terminal.

S307：应用服务器根据保存的输入信息与数据信息的对应关系，在数据库中获取该输入信息对应的数据信息，即获取各个航空公司的航班信息。应用服务器将获取的该数据信息发送到数据推送服务器，其中该数据信息中包含播放时间标识信息。S307: According to the stored correspondence between the input information and the data information, the application server acquires the data information corresponding to the input information in the database, that is, acquires the flight information of each airline. The application server sends the obtained data information to the data push server, where the data information includes the playing time identification information.

S308：数据推送服务器将该数据信息通过数据通道发送到终端。S308: The data push server sends the data information to the terminal through the data channel.

S309：应用服务器根据数据信息与该数据信息对应的语音信息的存储地址的对应关系，获取该数据信息对应的语音信息的存储地址，根据该存储地址获取相应的语音信息，应用服务器将该语音信息发送到IVR服务器，其中该语音信息中包含播放时间标识信息，且数据信息与所述语音信息中的播放时间标识信息相同。S309: According to the corresponding relationship between the data information and the storage address of the voice information corresponding to the data information, the application server obtains the storage address of the voice information corresponding to the data information, obtains the corresponding voice information according to the storage address, and the application server takes the voice information Send to the IVR server, wherein the voice information includes playback time identification information, and the data information is the same as the playback time identification information in the voice information.

S310：IVR服务器通过语音通道将该语音信息发送到终端。S310: The IVR server sends the voice information to the terminal through the voice channel.

S311：终端根据所述终端根据获取的数据信息，以及与该数据信息对应的语音信息中包含的播放时间标识信息，当所述播放时间标识信息对应的时间到来时，所述终端同步播放所述数据信息与所述语音信息的信息。S311: According to the data information obtained by the terminal and the playback time identification information contained in the voice information corresponding to the data information, when the time corresponding to the playback time identification information arrives, the terminal synchronously plays the Information about data information and the voice information.

S312：IVR服务器向终端发送语音信息。S312: The IVR server sends voice information to the terminal.

本发明实施例中IVR系统中的应用服务器通过数据通道与语音通道，向终端发送数据信息和语音信息，使终端获取不同类型的信息，从而扩大了终端获取信息的数据量，同时由于可以直接向终端提供数据信息与语音信息，因此提高用户的体验，增加该IVR系统的使用效率。In the embodiment of the present invention, the application server in the IVR system sends data information and voice information to the terminal through the data channel and the voice channel, so that the terminal obtains different types of information, thereby expanding the amount of data that the terminal obtains information. The terminal provides data information and voice information, thereby improving user experience and increasing the efficiency of the IVR system.

图4为本发明实施例提供的IVR系统的结构示意图，该系统包括：Fig. 4 is the structural representation of the IVR system that the embodiment of the present invention provides, and this system comprises:

应用服务器41，用于通过语音通道接收终端的呼叫请求，并获取所述终端的输入信息，根据所述输入信息，获取所述信息对应的数据信息，并将所述数据信息通过数据通道发送到所述终端，获取与所述数据信息对应的语音信息，将所述语音信息通过语音通道发送到所述终端；The application server 41 is configured to receive a call request from a terminal through a voice channel, obtain input information of the terminal, obtain data information corresponding to the information according to the input information, and send the data information to the The terminal acquires voice information corresponding to the data information, and sends the voice information to the terminal through a voice channel;

终端42，用于向应用服务器发送呼叫请求，并向所述应用服务器发送输入信息，通过数据通道接收所述应用服务器发送的数据信息，通过语音通道接收所述应用服务器发送的语音信息，同步播放所述数据信息与所述语音信息。Terminal 42, used to send a call request to the application server, and send input information to the application server, receive the data information sent by the application server through the data channel, receive the voice information sent by the application server through the voice channel, and play synchronously The data information and the voice information.

所述系统中，In the system,

所述应用服务器41还用于，根据保存的输入信息与数据信息的对应关系，从数据库中获取所述输入信息对应的数据信息。The application server 41 is further configured to obtain the data information corresponding to the input information from the database according to the stored correspondence between the input information and the data information.

所述系统中，In the system,

所述应用服务器41还用于，根据保存的数据信息与语音信息的存储地址的对应关系，获取所述数据信息对应的语音信息的存储地址，根据所述存储地址，获取所述数据信息对应的语音信息。The application server 41 is further configured to obtain the storage address of the voice information corresponding to the data information according to the stored correspondence between the stored data information and the storage address of the voice information, and obtain the storage address corresponding to the data information according to the storage address. voice message.

所述系统中，In the system,

所述终端42还用于，根据获取的数据信息，以及与该数据信息对应的语音信息中包含的播放时间标识信息，当所述播放时间标识信息对应的时间到来时，所述终端同步播放所述数据信息与所述语音信息，其中所述数据信息与所述语音信息中的播放时间标识信息相同。The terminal 42 is further configured to, according to the acquired data information and the playback time identification information contained in the voice information corresponding to the data information, when the time corresponding to the playback time identification information arrives, the terminal synchronously plays the The data information and the voice information, wherein the data information is the same as the playing time identification information in the voice information.

所述系统中，In the system,

所述终端42还用于，根据获取的所述数据信息，以及与所述数据信息对应的语音信息，调用相应模块解析所述数据信息并展现，同时调用与所述数据信息对应的语音信息，报读所述语音信息。The terminal 42 is further configured to, according to the acquired data information and the voice information corresponding to the data information, call a corresponding module to analyze and display the data information, and simultaneously call the voice information corresponding to the data information, Sign up for the voice message.

所述系统还包括：The system also includes:

IVR服务器43，用于通过语音通道接收所述终端42发送的呼叫请求，并将所述呼叫请求发送到所述应用服务器41。The IVR server 43 is configured to receive the call request sent by the terminal 42 through a voice channel, and send the call request to the application server 41 .

所述系统中，In the system,

所述IVR服务器43还用于，判断所述呼叫请求的类型，当确定所述呼叫请求的类型为数据与语音融合的IVR类型时，将所述呼叫请求发送到所述应用服务器41。The IVR server 43 is further configured to judge the type of the call request, and send the call request to the application server 41 when it is determined that the type of the call request is an IVR type integrating data and voice.

所述系统中，In the system,

所述应用服务器41还用于，接收到所述终端反馈的数据信息接收成功的响应信息，将所述语音信息发送到IVR服务器；The application server 41 is further configured to receive the response information that the data information fed back by the terminal is successfully received, and send the voice information to the IVR server;

IVR服务器43还用于，通过语音通道向终端播放所述语音信息。The IVR server 43 is also configured to play the voice information to the terminal through the voice channel.

所述系统还包括：The system also includes:

数据推送服务器44，用于接收应用服务器41发送的选择菜单，并将所述选择菜单发送到所述终端42，通过数据通道接收所述终端42选择的菜单项信息，将所述菜单项信息发送到所述应用服务器41，作为所述应用服务器41获取的所述终端42的输入信息。The data push server 44 is configured to receive the selection menu sent by the application server 41, and send the selection menu to the terminal 42, receive the menu item information selected by the terminal 42 through the data channel, and send the menu item information to the application server 41 as the input information of the terminal 42 obtained by the application server 41 .

所述系统中，In the system,

所述终端42还用于，通过数据通道向数据推送服务器发送接入号码请求信息，并接收所述数据推送服务器发送的号码信息，根据所述号码信息通过语音通道向IVR服务器43发送呼叫请求；The terminal 42 is also used to send access number request information to the data push server through the data channel, and receive the number information sent by the data push server, and send a call request to the IVR server 43 through the voice channel according to the number information;

所述数据推送服务器44还用于，接收所述终端发送的接入号码请求信息，并将数据与语音融合的业务对应的号码信息返回终端42。The data push server 44 is further configured to receive the access number request information sent by the terminal, and return the number information corresponding to the data and voice integration service to the terminal 42 .

所述系统中，In the system,

所述数据推送服务器44还用于，接收所述应用服务器41发送选择菜单，并将所述选择菜单发送到所述终端42；The data push server 44 is also configured to receive the selection menu sent by the application server 41, and send the selection menu to the terminal 42;

所述IVR服务器43还用于，通过语音通道接收所述终端42发送的语音输入信息，并将所述语音输入信息发送到所述应用服务器41，作为所述应用服务器41获取的所述终端42的输入信息。The IVR server 43 is also configured to receive the voice input information sent by the terminal 42 through a voice channel, and send the voice input information to the application server 41 as the terminal 42 acquired by the application server 41. input information.

所述系统中，In the system,

所述数据推送服务器44还用于，接收所述应用服务器41发送的所述数据信息，将所述数据信息通过数据通道发送到所述终端42。The data push server 44 is further configured to receive the data information sent by the application server 41, and send the data information to the terminal 42 through a data channel.

本发明实施例提供了一种IVR系统中数据与语音融合的方法及系统，该方法中应用服务器根据终端的输入信息，将获取的该输入信息的数据信息通过数据通道发送到终端，获取该数据信息对应的语音信息，将该语音信息通过语音通道发送到终端，使终端同步播放所述数据信息与所述语音信息。在本发明实施例中应用服务器分别通过数据通道与语音通道，向终端发送数据信息和语音信息，使终端获取不同类型的信息，从而扩大了终端获取信息的数据量，同时由于可以直接向终端提供数据信息与语音信息，因此提高用户的体验，增加该IVR系统的使用效率。The embodiment of the present invention provides a method and system for data and voice fusion in an IVR system. In the method, the application server sends the acquired data information of the input information to the terminal through the data channel according to the input information of the terminal, and obtains the data. The voice information corresponding to the information is sent to the terminal through the voice channel, so that the terminal plays the data information and the voice information synchronously. In the embodiment of the present invention, the application server sends data information and voice information to the terminal through the data channel and the voice channel respectively, so that the terminal obtains different types of information, thereby expanding the amount of data that the terminal obtains information. Data information and voice information, thus improving user experience and increasing the efficiency of the IVR system.

显然，本领域的技术人员可以对本发明进行各种改动和变型而不脱离本发明的精神和范围。这样，倘若本发明的这些修改和变型属于本发明权利要求及其等同技术的范围之内，则本发明也意图包含这些改动和变型在内。Obviously, those skilled in the art can make various changes and modifications to the present invention without departing from the spirit and scope of the present invention. Thus, if these modifications and variations of the present invention fall within the scope of the claims of the present invention and their equivalent technologies, the present invention also intends to include these modifications and variations.

Claims (24)

1. the method that data and voice merge in the interactive voice response IVR system is characterized in that, comprising:

Application server passes through the call request of voice channel receiving terminal, and obtains the input information of described terminal;

Described application server obtains the data message of described input information correspondence according to described input information, and described data message is sent to described terminal by data channel; And

Described application server obtains the voice messaging corresponding with described data message, and described voice messaging is sent to described terminal by voice channel.

2. the method for claim 1 is characterized in that, described application server comprises by the call request of voice channel receiving terminal:

Ivr server receives the call request that described terminal sends by voice channel;

Described ivr server sends to described application server with described call request.

3. method as claimed in claim 2 is characterized in that, ivr server comprises by the call request that voice channel receives described terminal transmission:

Described terminal sends the access code solicited message by data channel to the data push service device;

Described data push service device will send to described terminal with data and the professional corresponding number information that voice merge according to described access code solicited message;

Described terminal sends call request by voice channel to ivr server according to described number information.

4. method as claimed in claim 2 is characterized in that, described ivr server sends to described application server with described call request and comprises:

Described ivr server is judged the type of described call request;

When the type of judging described call request was the IVR type of data and voice fusion, described ivr server sent to described application server with described call request.

5. the method for claim 1 is characterized in that, the input information that obtains described terminal comprises:

Described application server sends the menu that is used to select by the data push service device to terminal;

Described terminal is selected corresponding menu item information according to described menu, is speech input information with the described menu item information mapping of selecting, and described speech input information is sent to described ivr server by voice channel;

Described ivr server sends to described application server with described speech input information, and the described speech input information that described application server will receive is as the input information of the described terminal of obtaining.

6. the method for claim 1 is characterized in that, the input information that obtains described terminal comprises:

Described application server sends the menu that is used to select by the data push service device to terminal;

Described terminal is selected corresponding menu item information according to described menu, and the described menu item information of selecting is sent to described data push service device by data channel;

Described data push service device sends to described application server with described menu item information, and the described menu item information that application server will receive is as the input information of the described terminal of obtaining.

7. the method for claim 1 is characterized in that, the data message that obtains described input information correspondence comprises:

Described application server obtains the data message of described input information correspondence according to the input information of preserving and the corresponding relation of data message from database.

8. the method for claim 1 is characterized in that, described data message is sent to described terminal by data channel comprise:

The described data message that described application server will obtain sends to the data push service device;

Described data push service device sends to terminal by data channel with described data message.

9. the method for claim 1 is characterized in that, described application server obtains the voice messaging corresponding with described data message and comprises:

Described application server obtains the memory address of the voice messaging of described data message correspondence according to the corresponding relation of the memory address of data message of preserving and voice messaging;

Described application server obtains the voice messaging of described data message correspondence according to described memory address.

10. the method for claim 1 is characterized in that, described voice messaging is sent to described terminal by voice channel comprise:

Described application server receives the response message of described terminal feedback data message pick-up success, and described voice messaging is sent to ivr server;

Described ivr server by voice channel to the described voice messaging of described terminal plays.

11. the method for claim 1 is characterized in that, after described application server sent to described terminal with described voice messaging by voice channel, described method further comprised:

Described terminal is according to the data message that obtains, and the reproduction time identification information that comprises in the voice messaging corresponding with this data message, when described reproduction time identification information time corresponding arrives, described terminal synchronizes is play described data message and described voice messaging, and wherein said data message is identical with reproduction time identification information in the described voice messaging.

12. the method for claim 1 is characterized in that, after described application server sent to described terminal with described voice messaging by voice channel, described method further comprised:

Described terminal is according to the described data message that obtains, and the voice messaging corresponding with described data message, calls corresponding module and resolves described data message and represent, and calls the voice messaging corresponding with described data message simultaneously, enters for described voice messaging.

13. an interactive voice response IVR system is characterized in that described system comprises:

Application server, be used for call request by the voice channel receiving terminal, and obtain the input information of described terminal, according to described input information, obtain the data message of described information correspondence, and described data message sent to described terminal by data channel, and obtain the voice messaging corresponding with described data message, described voice messaging is sent to described terminal by voice channel;

Terminal, be used for sending call request to application server, and to described application server transmission input information, receive the data message that described application server sends by data channel, receive the voice messaging that described application server sends, described data message of synchronous playing and described voice messaging by voice channel.

14. system as claimed in claim 13 is characterized in that, described application server also is used for, and according to the input information of preserving and the corresponding relation of data message, obtains the data message of described input information correspondence from database.

15. system as claimed in claim 13, it is characterized in that, described application server also is used for, corresponding relation according to the memory address of data message of preserving and voice messaging, obtain the memory address of the voice messaging of described data message correspondence, according to described memory address, obtain the voice messaging of described data message correspondence.

16. system as claimed in claim 13, it is characterized in that, described terminal also is used for, according to the data message that obtains, and the reproduction time identification information that comprises in the voice messaging corresponding with this data message, when described reproduction time identification information time corresponding arrived, described terminal synchronizes was play described data message and described voice messaging, and wherein said data message is identical with reproduction time identification information in the described voice messaging.

17. system as claimed in claim 13, it is characterized in that, described terminal also is used for, according to the described data message that obtains, and the voice messaging corresponding with described data message, call corresponding module and resolve described data message and represent, call the voice messaging corresponding simultaneously, enter for described voice messaging with described data message.

18. system as claimed in claim 13 is characterized in that, described system also comprises:

Ivr server is used for receiving the call request that described terminal sends by voice channel, and described call request is sent to described application server.

19. system as claimed in claim 18, it is characterized in that described ivr server also is used for, judge the type of described call request, when the type of determining described call request is the IVR type of data and voice fusion, described call request is sent to described application server.

20. system as claimed in claim 18 is characterized in that,

Described application server also is used for, and receives the response message of described terminal feedback data message pick-up success, and described voice messaging is sent to ivr server;

Ivr server also is used for, by voice channel to the described voice messaging of terminal plays.

21. system as claimed in claim 18 is characterized in that, described system also comprises:

The data push service device, be used to receive the choice menus that application server sends, and described choice menus sent to described terminal, receive the menu item information that described terminal is selected by data channel, described menu item information is sent to described application server, the input information of the described terminal of obtaining as described application server.

22. system as claimed in claim 21, it is characterized in that, described terminal also is used for, send the access code solicited message by data channel to the data push service device, and receive the number information that described data push service device sends, send call request by voice channel to ivr server according to described number information;

Described data push service device also is used for, and receives the access code solicited message that described terminal sends, and data are returned terminal with the professional corresponding number information that voice merge.

23. system as claimed in claim 21 is characterized in that, described data push service device also is used for, and receives described application server and sends choice menus, and described choice menus is sent to described terminal;

Described ivr server also is used for, and receives the speech input information that described terminal sends by voice channel, and described speech input information is sent to described application server, the input information of the described terminal of obtaining as described application server.

24. system as claimed in claim 21 is characterized in that, described data push service device also is used for, and receives the described data message that described application server sends, and described data message is sent to described terminal by data channel.

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