IVR: chii? Kuongorora uye decoding

Nhasi, vakawanda uye kakawanda muupenyu hwezuva nezuva anogona kuwanikwa pfungwa IVR (Interactive Voice Response). Zvanzi, hadzizivi zvose, kunyange kusvika daily akasangana zvemichina ichi muupenyu chaihwo. Ngatiedzei kupa pfungwa dzakadaro gadziriro, vakarondedzera kwavari mutauro zvinonzwisisika.

IVR: chii?

To pakarepo kubvisa chii chinoumba vakadaro gadziriro kupa nyore muenzaniso. Vazhinji vedu nzira imwe kana mumwe akanga kuenda Mobile worunhare wacho basa centre. Calling ruzha kukwazisa uye kupa kusamuendesa imwe bhatani yako nharembozha kusarudza Profile vakawanda kunyatsotevera machisi chikumbiro iri dyidzana Muterere.

Chii IVR? Just izvi zvakadaro sangano rubatsiro hurongwa kwakavakirwa kushandisa pre-akanyorwa kana synthesized inzwi mashoko akagadzirirwa Redirect inodzidzisa kuti aida kuti basa centre chikamu. Kungava kuchenjera kutenda nokuti ndiwo mugumo mutsetse mupenyu murume agere uye nguva anotaura mutsara mumwechetewo. Asi, nguva okutambirwa kudaidzwa kunokonzera rinokosha chikumbiro, iyo zvaanopa simba mutambo Kukwazisa shoko, uye zvichienderana nokuti icho bhatani akamanikidzwa neshoko rinotengeswa nevaridzi, pane Redirect akakodzera chikamu, apo Pakusarudza ekuteerera yakasiyana njanji kunouya kana akaita zvakananga inzwi kwetunhu kwakavakirwa mberi akatumirwa chinyorwa.

Uye, sezvaunogona kuona, chero IVR-ezvinhu ari multilevel chivako pamwe pre-vakagovera kuchinja ari pazasi Muterere.

Apo zvinoshanda IVR-maitiro

Chii chinonzi IVR-basa, kazhinji, rine zvimwe zvinonzwisisika. Izvi handizvo chete muenzaniso maumbirwo akadaro.

The zvikuru Kupararira dzakadaro gadziriro zvaiva dzinonzi kudanwa-nzvimbo uye kazhinji kacho dzinoshandiswa munzvimbo dzakadai:

• Mobile kukurukurirana;
• rwezvemabhengi masangano;
• Makambani inishuwarenzi;
• mubhadharo hurongwa;
• pasi uye mhepo yokufambisa (tikiti kuchengetedza, Specification purogiramu, etc ...);
• huru, svikiro uye diki mabhizimisi (emakambani kupa zvivabatsire mabasa nefuma yavo uye mabasa), uye zvichingodaro.

Sezvaunogona kuona, ndiwo mienzaniso iri nyore chete. Nhasi, yakarurama sangano IVR-hurongwa anobvumira kukwezva vatengi vari siyana munzvimbo uye kuvandudza unhu basa. In ino kusunungurwa mamiriro, uchishanda pahwaro chiito pamwe unyanzvi namano, uye izwi yeGmail.END_STRONG zvikumbiro (akadai mubhengi, kuti uzive mamiriro chikwereti chavo kana dhipoziti nhoroondo, dzimwe nguva imi chete vanofanira kudana nhamba izere chibvumirano kana okupedzisira digits shoma).

Varieties IVR-nehurongwa

Chitarisa kunzwisisa IVR enyika. Chii, zviri nyore kunzwisisa kana tikaongorora sangano ravo. Nyore mamiriro basa pachishandiswa mimwe pre-akanyorwa uye Software kunzwisisa haisi kunyanya kuvhenekera.

Kana makuru vatambi pamisika, ichipa vatengi dzaro kukwanisa kuwana rubatsiro hurongwa, unogona kuona zvinotevera yoga aishanda ruzivo:

• ASR - kutaura usage.
• TTS - kutaura playback pahwaro acho.
• Kupindura hurongwa kwakavakirwa inzwi zvikumbiro kubva unozotevera kudanwa kuti rinokosha Database (db).

Basic Misimboti oparesheni

Izvi hurongwa vanoshanda pahwaro zvikuru dzakabudirira mumanyoro. Zvikuru kwose kwose VXML michina, dzikapfeka mutauro XML akachinja inzwi mafomu.

Somuenzaniso, mune papuratifomu pamusoro Call Manager Express, musi Cisco ruzivo, kana pane kuuya kudanwa, kuti hurongwa kutanga anoedza raundi-kufurirwa, uye pashure machisa wavhomorwa kuti kupenya kuyeuka uye anomhanya chaizvo manyorero VXML-IVR. Mushure kudzvanya mabhatani pafoni kunoitika pamusoro DTMF kubudiswa kushandiswa, zvichiguma redirecting chikamu chimwe kubva Help hurongwa.

IVR kurongwa

Sezvataurwa pamusoro apa, zvakakodzera sangano vakuru vakuru uye nemamiriro ezvinhu inoita basa rinokosha (muzvimwe zviitiko izvi chii chinoratidza kuti yeGmail.END_STRONG Maonero kuti zvivanakire kana kuzvuzvungudza yekuwaniswa kubatsira).

Kana mamiriro ane zvakawanda Sub-siyana uye vemarudzi ose dyidzana zvikamu, inodzidzisa anogona kungoti kurasika mavari. Mukuwedzera, vazhinji vedu pachena havadi kuteerera chakanyorwa mureza templates uye kuda kutaura imwe opareta kurarama. Kuri kuti vakasununguka opareta panguva, matanho anofanira kutorwa kuitira kuti hurongwa nezvokufambira anofungidzirwa nguva apo wacho uchava tungamidzana. Pakupedzisira, uye ayo kutevedzana anofanirawo kuziva, nokuti kuva pamutsetse uye kuteerera kunetsa mimhanzi zvakare, haasi munhu wose anoda. Uyezve, nokuti zvinotoda kubva Mobile mano ukuwo rokumirira angashanda.

Zvinodiwa Kuti pakunyora IVR-kwaziso

Ichi chimwe zvokuti zvinofanira kufungwa maererano IVR enyika. Chii, zviri pachena zvishoma. Zvino ngatitarise mamwe dzinokosha dzisina chokuita nesangano kubatsirwa hurongwa mamiriro, uye zvinodiwa kuti vaverengwe.

Pokunyora IVR-mashoko nhasi zvinogona kuitwa mu kushandisa ichi kambani kana kuita pfupi kukwazisa kana rondedzero zvikamu zvikuru. Pano anouya kuoneke (tisingatauri chokwadi kuti mashoko ose chinofanira kuva zvipfupi uye idzidzise sezvinobvira) Voice pakusarudza munhurume kana munhukadzi manzwi, uyewo kusarira, kana inopiwa.

Paanenge achinyora ekuteerera, makambani akawanda akakumbira kuti kutaridzwa mutengi, chii intonation zvinofanira pakabudisa okuti, kukwidza kana achideredza rakwira kushandiswa panzvimbo ipi iri murugwaro, kana kuti mashoko anofanira kuverengwa achaita ichimhanya chii, uye zvichingodaro. D. kungoda kutaura, mutoro inzwi inofanira kuva unobtrusive uye inofadza nzeve, saka kuti hapana bato asina chido yokuturika pakarepo.

The chete inoenda nemimhanzi. By wake sarudzo inofanira kuswedera nokungwarira zvikuru, nekuti vazhinji chete Zvinoumba Beethoven kuti "Fur Elise", pasinei payo shasha zvose zviri nyore vakaneta. Saka panofanira kushandiswa zvimwe nezaezzhennoy mutinhimira kuti zvichaita zvikuru chinozorodza, pane kutamba kana kunyora pane akurumidze kumhanya. Asi kurara zvakare zvisingaiti kupa kupati. Zvisinei, munyika mimhanzi nhasi, saka kuti zviri pachena anofanira kusarudza kubva.

Zvakanakira nekuipira IVR-nehurongwa

Kana isu kutaura pamusoro tibatsirwe iyo kugamuchira kambani kana kuti kambani pakatanga vakadaro gadziriro, zviri pachena, nokuti rinotengeswa nevaridzi anogamuchira chaizvo ruzivo kuti anofarira, kuti hurongwa anomhanya dzose, uye saka kuwana richiwanikwa chero nguva zuva kana usiku.

Asi pano pakati zvazvakashatira nyanzvi dzakawanda kazhinji ngationgororei overabundance pamusoro sublevels, izvo redirected, iyo inotungamira chete ndechokuti munhu vakarasikirwa. Pakati pezvimwe zvinhu, zvichienderana pasuru mumwechete Mobile opareta kuti panodana izvi nzvimbo basa angachajwa, pasinei nokuti masangano akawanda nhasi vari kuramba kutamira kushandisa nhamba, rinotiyeuchidza kana kubva foni dzaishandisa kana nesangano tichishumira mhuri nhamba (dzomumaguta) runhare, mahara.

mhedziso

Heano pfupi uye kuti vaite zvose nzwisiso inokosha IVR enyika. Chii akatsanangura mienzaniso iri nyore, uye michina chikamu mubvunzo haina kunyanya kukanganiswa, nekuti inodzidzisa kuedza kuwana mashoko ane Advisory hunhu, hazvisi zvakakodzera. Asi mashoko zvinonyatsorehwa mharidzo zviga kushanda mabasa akadaro, izvi zvichava zvakakwana.