WO2015176384A1 - Procédé et dispositif d'affichage d'appel vocal en texte - Google Patents

Procédé et dispositif d'affichage d'appel vocal en texte Download PDF

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Publication number
WO2015176384A1
WO2015176384A1 PCT/CN2014/082849 CN2014082849W WO2015176384A1 WO 2015176384 A1 WO2015176384 A1 WO 2015176384A1 CN 2014082849 W CN2014082849 W CN 2014082849W WO 2015176384 A1 WO2015176384 A1 WO 2015176384A1
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WO
WIPO (PCT)
Prior art keywords
text information
user
voice
voice menu
menu
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Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Ceased
Application number
PCT/CN2014/082849
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English (en)
Chinese (zh)
Inventor
刘志远
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ZTE Corp
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ZTE Corp
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Filing date
Publication date
Application filed by ZTE Corp filed Critical ZTE Corp
Publication of WO2015176384A1 publication Critical patent/WO2015176384A1/fr
Anticipated expiration legal-status Critical
Ceased legal-status Critical Current

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements

Definitions

  • the present invention relates to the field of mobile communication technologies, and in particular, to a character display method and apparatus for call voice.
  • BACKGROUND When a mobile communication terminal user accesses a customer service system, if it is by voice, then only the voice menu can be heard. If the user does not have a headset and is not willing to use the speaker, then each time the mobile communication terminal needs to be After the phone is placed in the ear and listen to the voice menu, then press the button to select input, the operation is very troublesome.
  • the flash letter is a kind of short message. The recipient of the flash letter does not need to view the content of the flash message through the menu operation, but the content is directly displayed on the screen of the mobile phone, and is not automatically saved.
  • the technical problem to be solved by the present invention is to provide a text display method and apparatus for calling voice, which overcomes the problem that the existing mobile communication terminal user does not experience the use of the voice menu when performing interactive operation without using the earphone and the speaker. Defects.
  • the technical solution adopted by the present invention is that the text display method of the call voice includes: when the voice menu needs to be played to the user, the text information corresponding to the voice menu is sent to the user in an instant message manner.
  • the voice menu when the voice menu needs to be played to the user, specifically: determining, from the start of playing the voice menu to the user based on the current call, until any time before the user operation timeout after the voice menu is played.
  • the voice menu is divided into multiple levels, the shell u, for the first level voice menu, when the voice menu needs to be played to the user, the method includes: determining, from the current call, that the voice must be played to the user The menu starts until any time before the user operation timeout after the first level voice menu is played;
  • the method includes: starting from the user-based operation to trigger the next-level voice menu until the next-level voice menu is played, waiting for the user operation to time out Any time.
  • the method further includes: pre-configuring text information corresponding to each voice menu.
  • the type of the text information includes: fixed text information and variable text information; and the text information corresponding to each voice menu is pre-configured, including: storing the voice menu path as an index Corresponding fixed text information, and corresponding variable text information are stored with the user information as an index.
  • the sending, by the instant message, the text information corresponding to the voice menu to the user including: searching for fixed text information corresponding to the voice menu played to the user, and corresponding to the user involved in the current call.
  • Variable text information combining the found variable text information and the fixed text information into an instant message and transmitting to the user.
  • the method further includes: before sending the text information corresponding to the voice menu to the user, determining whether the user needs to receive text information corresponding to the voice menu, and when the user needs to receive, The user sends the text information corresponding to the voice menu.
  • the types of the instant message include: a flash message and a short message.
  • the present invention further provides a text display device for a call voice, comprising: a configuration module, configured to pre-configure text information corresponding to each voice menu; and a processing module configured to: when the voice menu needs to be played to the user, in an instant message manner The user sends text information corresponding to the voice menu.
  • the present invention further provides an IVR (Interactive Voice Response) device, including: The first processor is configured to: when the voice menu is to be played to the user by the media server, query the text information corresponding to the voice menu in the first memory, and send the text information to the user through an instant messaging platform; The first memory is configured to store text information corresponding to each of the pre-configured voice menus.
  • IVR Interactive Voice Response
  • the type of the text information includes: fixed text information and variable text information;
  • the text information corresponding to each voice menu stored in the first memory includes: a fixed text corresponding to the voice menu path as an index Information, and variable text information corresponding to the user information index;
  • the first processor is further configured to query, in the first memory, the variable text information corresponding to the user, and the fixed corresponding to the voice menu Text information, combining the fixed text information and the variable text information into text information sent to a user.
  • the present invention further provides an IVR device, including: a first processor, configured to notify an instant messaging device to use an instant message when a voice menu is to be played to a user through a media server The user sends text information corresponding to the voice menu.
  • the type of the text information includes: fixed text information and variable text information;
  • the IVR device further includes: a first memory, configured to store variable text information corresponding to each user information configured in advance;
  • the first processor is further configured to query, in the first memory, variable text information corresponding to the user; and the notification carries the variable text information that is queried.
  • the present invention further provides an instant messaging device, including: a second processor, configured to query the second memory after receiving the notification of the IVR device The text information corresponding to the voice menu is sent to the user through the instant messaging platform; and the second memory is configured to store the text information corresponding to each of the preset voice menus.
  • the type of the text information includes: fixed text information and variable text information; the text information corresponding to each voice menu stored in the second memory includes: a fixed text corresponding to the voice menu path as an index
  • the second processor is configured to: after receiving the notification of the IVR device, query the fixed text information corresponding to the voice menu in the second memory, and change the fixed text information and the IVR device The text information is combined into text information that is sent to the user.
  • the text display method and device for the call voice according to the present invention can enable mobile communication in the case where the mobile communication terminal currently used by the user generally supports an instant message function such as a flash message.
  • the terminal user displays the voice menu by text without using the earphone and the speaker, thereby improving the operation experience when the user performs menu interaction.
  • 1 is a flow chart of a text display method for a call voice according to a first embodiment of the present invention
  • FIG. 2 is a flow chart of a text display method for a call voice according to a second embodiment of the present invention
  • FIG. 3 is a third embodiment of the present invention
  • FIG. 4 is a schematic structural diagram of a character display device for a call voice according to a fourth embodiment of the present invention
  • FIG. 5 is a schematic structural diagram of an IVR device according to a fifth embodiment of the present invention
  • FIG. 7 is a schematic structural diagram of an instant messaging device according to a sixth embodiment of the present invention
  • FIG. 8 is a schematic diagram of a system for displaying a text menu on a mobile phone according to an application example of the present invention.
  • Schematic. DETAILED DESCRIPTION OF THE INVENTION The present invention will be described in detail below with reference to the accompanying drawings and preferred embodiments.
  • Step S101 Pre-configure text information corresponding to each voice menu. Specifically, the manner of the configuration is: storing the corresponding text information by using the voice menu path as an index.
  • Step S102 When the voice menu needs to be played to the user, the text information corresponding to the voice menu is sent to the user in an instant message manner.
  • the user in this embodiment can be understood as a mobile communication terminal used by the user.
  • the types of instant messages include: flash and SMS.
  • the voice menu needs to be played to the user in step S102, it refers to: arbitrarily waiting for the user operation to time out from the start of playing the voice menu to the user based on the current call until the voice menu is played. time.
  • the current call includes: a call by the user or a call originating to the user.
  • the voice menu is divided into multiple levels, and the U is for the first level voice menu.
  • the method includes: determining, from the current call, that the voice menu is to be played to the user. Starting until the first-level voice menu is played, waiting for any time before the user operation timeout; for the second-level and subsequent voice menus, when the voice menu needs to be played to the user, the method includes: triggering from the user-based operation The first level voice menu starts until any time before the user operation timeout after the next level voice menu is played.
  • a text display method for a call voice includes the following specific steps: Step S201: Pre-configure text information corresponding to each voice menu.
  • the type of the text information includes: fixed text information and variable text information.
  • the configuration is as follows: the corresponding fixed text information is stored by using the voice menu path as an index, and the corresponding variable text information is stored by using the user information as an index.
  • the fixed text information can be understood as the menu information presented to the user, for example: "Please select the type of prompt language for the user, and press 1, for English, pre SS 2" for the same menu information.
  • Variable text information can be understood as the user's words Data that needs to be updated at any time in terms of usage of fees, traffic, etc., since the variable text information should be determined before each time the variable text information and the fixed text information are composed of an instant message, it is also understandable The formation is pre-configured.
  • Step S202 determining whether the user needs to receive the text information corresponding to the voice menu, and if yes, executing step S203, otherwise the process ends.
  • Step S203 When the voice menu needs to be played to the user, the text information corresponding to the voice menu is sent to the user in an instant message manner.
  • the types of instant messages include: flash and SMS.
  • step S203 when the voice menu needs to be played to the user, it is: from the start of the voice call to the user based on the current call, until the voice menu is played, waiting for the user operation to time out. time.
  • the current call includes: a call by the user or a call originating to the user.
  • the text information corresponding to the voice menu is sent to the user in an instant message manner, including the following process: finding fixed text information corresponding to the voice menu played to the user, and corresponding to the user involved in the current call. Variable text information; combining the found variable text information and the fixed text information into an instant message and transmitting to the user.
  • the third embodiment of the present invention corresponds to the first embodiment.
  • This embodiment introduces a text display device for a call voice. As shown in FIG. 3, the following components are included:
  • the configuration module 100 is configured to pre-configure the text information corresponding to each voice menu. Specifically, the configuration module 100 stores the corresponding text information in advance by using the voice menu path as an index.
  • the processing module 200 is configured to send the text information corresponding to the voice menu to the user in an instant message when the voice menu needs to be played to the user.
  • the user in this embodiment can be understood as a mobile communication terminal used by the user.
  • the types of instant messages include: flash and SMS.
  • the voice menu needs to be played to the user it refers to: From the moment based on the current call, it is determined that the user needs to play the voice menu to the user until the voice menu is played and waits for any time before the user operation times out.
  • the current call includes: a call by the user or a call originating to the user.
  • the fourth embodiment of the present invention corresponds to the second embodiment.
  • This embodiment introduces a text display device for a call voice. As shown in FIG. 4, the following components are included:
  • the configuration module 100 is configured to pre-configure text information corresponding to each voice menu; specifically, the type of the text information includes: fixed text information and variable text information.
  • the configuration module 100 stores the corresponding fixed text information with the voice menu path as an index, and stores the corresponding variable text information with the user information as an index.
  • the fixed text information can be understood as menu information presented to the user.
  • Variable text information can be understood as data that needs to be updated as the user's usage of bills, traffic, etc., is updated.
  • the determining module 300 is configured to determine whether the user needs to receive the text information corresponding to the voice menu, and if so, invoke the processing module 200, otherwise it does not operate.
  • the processing module 200 is configured to send the text information corresponding to the voice menu to the user in an instant message when the voice menu needs to be played to the user.
  • the types of instant messages include: flash and SMS.
  • the processing module 200 finds a fixed time corresponding to the voice menu played to the user, from the time when it is determined that the voice menu needs to be played to the user based on the current call, until any time before the user operation timeout is waited after the voice menu is played. Text information, and variable text information corresponding to the user involved in the current call; combining the found variable text information and the fixed text information into an instant message and transmitting to the user.
  • the existing customer service system includes an IVR device and a media server controlled by the IVR device.
  • the function improvement of the IVR device in the existing customer service system is highlighted, and the improved IVR device can pass the present Some instant messaging platforms send instant messages to users.
  • An IVR device of this embodiment includes the following components:
  • the first processor 10 is configured to query the first memory 20 when the voice menu needs to be played to the user through the media server. Text information corresponding to the voice menu, and the text information is sent through an instant messaging platform To the user.
  • the user of this embodiment can be understood as a mobile communication terminal used by the user.
  • the first processor 10 can also be combined into an instant message after the text information corresponding to the voice menu is found. This process can also be referred to the first embodiment or the second embodiment, and details are not described herein again.
  • the first memory 20 is configured to store text information corresponding to each of the pre-configured voice menus.
  • the type of the text information may include: fixed text information and variable text information; then, the text information corresponding to each of the voice menus stored in the first memory 20 includes: correspondingly stored by using a voice menu path as an index The fixed text information and the variable text information correspondingly stored with the user information as an index; at this time, the first processor 10 is further configured to query the first memory 20 for the variable text information corresponding to the user, and the The fixed text information corresponding to the voice menu combines the fixed text information and the variable text information into text information sent to the user.
  • an instant messaging device is specifically connected to the IVR device to implement the technical solution of the present invention.
  • An IVR device of this embodiment includes: a first processor 10 configured to notify an instant messaging device to the user in an instant message when the voice menu is to be played to the user through the media server. Sending the voice menu corresponding text information.
  • the specific process of the first processor 10 of the present embodiment for determining how to play the voice menu to the user through the media server that is, the specific process of selecting the timing to notify the instant message device, see the first embodiment or the second implementation. For example, it will not be repeated here.
  • the present embodiment further provides an instant messaging device.
  • the method includes: a second processor 30 configured to query the second memory 40 after receiving the notification of the IVR device.
  • the text information corresponding to the voice menu is sent to the user through the instant messaging platform; the second memory 40 is configured to store the text information corresponding to each of the preset voice menus.
  • the embodiment further provides a preferred embodiment.
  • the type of the text information includes: fixed text information and variable text information.
  • the IVR device also includes:
  • the first memory 20 is configured to store the variable text information corresponding to each user configured in advance; at this time, the first processor 10 is further configured to query the first memory 20 for the variable text information corresponding to the user; The variable text information that is queried is carried in the notification.
  • the second processor 30 in the instant messaging device of the preferred embodiment of the present embodiment is configured to, after receiving the notification of the IVR device, query the fixed text information corresponding to the voice menu in the second memory 40, The fixed text information and the variable text information carried in the notification sent by the IVR device are combined into text information sent to the user.
  • the system includes: a customer service system and a new flashing device, wherein the new flashing device includes: a flash sending module, a flash configuration module, and a flash database module, wherein each module has the following functions: :
  • the flash database module is set to store the text content corresponding to the audio file path.
  • the audio file stored under the audio file path is the voice menu.
  • the flash configuration module is configured to configure the text content corresponding to the audio file path and store it in the flash database module.
  • the flash sending module is configured to receive a flash sending request sent by the customer service system, extract a sound file path, and query all corresponding fixed text contents according to the sound file path, and then combine the variable text content carried in the request, according to The sequence is combined into the content of the flash message, and the destination number is extracted as the destination number of the flash message, and then the flash message is sent to the user's mobile phone through the flash letter platform.
  • the customer service system is set to implement the function of the existing customer service system (the IVR device sends a playback request to the media server after the user accesses the customer service system), and determines whether the flash message needs to be sent before the IVR device sends a playback request to the media server.
  • the text menu if the flash text menu needs to be sent, sends a flash sending request to the flash sending module, where the flash sending request carries: a destination number, a voice file path, and a variable text queried according to the user information. information.
  • Process 1 Set /cn/henan/l.wav Corresponding text "Your credit balance is", /cn/henan/2.wav Corresponding text "Please send SMS to 10086".
  • the user dials the customer service access number such as 10086; the customer service system plays the voice, and the user selects whether to receive the text menu; if the user chooses to receive the text menu, the text menu is sent by flashing each time before the voice is played; the user selects the phone bill.
  • the existing customer service module sends a flash message to the new flash module, the request contains the destination number 136666666, voice path /cn/henan/1.wav, text "52.3 yuan”, voice path /cn/henan/2 .wav flash letter device query /cn/henan/1.wav corresponding text "Your call balance is", /cn/henan/2.wav corresponding text "charged please send SMS to 10086", group synthesis flash, flash The destination number is 136666666, and the content of the flash message is "Your call balance is 52.3 yuan, please send SMS to 10086 for recharge.”
  • Flow 2 Set the support text menu through the flash configuration module; the user dials the customer service access number such as 10086; send the text menu by flash message before each time the voice is played.
  • Process 3 The user dials the customer service access number such as 10086; each time the voice is played, if the customer presses a predetermined button, for example 9, the current voice menu is sent to the user's mobile phone by flashing.
  • Process 4 The user dials the customer service access number such as 10086; each time the voice is played, if the customer presses the key of the heavy hearing, for example 9, the current voice content is sent to the user's mobile phone by flashing before replaying the voice.
  • the text display method, device and related device of the call voice can enable the mobile communication terminal user to not use the earphone and the speaker when the mobile communication terminal currently used by the user generally supports the instant message function such as flashing
  • the voice menu is displayed to enhance the user experience when performing menu interaction.
  • a text display method and apparatus for a call voice provided by an embodiment of the present invention have the following beneficial effects: in the case that a mobile communication terminal currently used by a user generally supports an instant message function such as a flash message, The mobile communication terminal user can display the voice menu by text without using the earphone and the speaker, thereby improving the operation experience when the user performs the menu interaction.

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  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephone Function (AREA)
  • Telephonic Communication Services (AREA)

Abstract

La présente invention concerne un procédé et un système d'affichage d'appel vocal en texte. Le procédé comprend les étapes suivantes : lorsqu'un menu vocal doit être lu à un utilisateur, des informations texte correspondant au menu vocal sont transmises à l'utilisateur par messagerie instantanée. Le dispositif comprend un module de configuration et un module de traitement. Dans l'état de la technique, des terminaux de communications mobiles utilisés par des utilisateurs supportent généralement des fonctions de messagerie instantanée (messages flash, par exemple). La présente invention permet ainsi à un menu vocal d'être affiché en texte lorsque l'utilisateur d'un terminal de communications mobiles n'utilise ni casque ni haut-parleur. Cela permet d'améliorer l'expérience de l'utilisateur lors d'une interaction avec le menu.
PCT/CN2014/082849 2014-05-23 2014-07-23 Procédé et dispositif d'affichage d'appel vocal en texte Ceased WO2015176384A1 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
CN201410222281.5A CN105100516A (zh) 2014-05-23 2014-05-23 一种通话语音的文字显示方法及装置
CN201410222281.5 2014-05-23

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Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN101076154A (zh) * 2007-07-16 2007-11-21 华为技术有限公司 一种交互式短消息业务系统、语音交互中心及实现方法
CN101170727A (zh) * 2007-11-20 2008-04-30 中国移动通信集团广东有限公司 一种交互式语音应答与文字同步推送的方法及其系统
CN102752728A (zh) * 2012-06-12 2012-10-24 中原利达铁路轨道技术发展有限公司 通信终端中实时显示ivr文本的方法
CN103139404A (zh) * 2013-01-25 2013-06-05 西安电子科技大学 基于语音识别生成交互式语音响应显示菜单的系统和方法

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Publication number Priority date Publication date Assignee Title
DE10353068A1 (de) * 2003-11-13 2005-06-23 Voice Trust Ag Verfahren zur Authentifizierung eines Benutzers anhand dessen Stimmprofils

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN101076154A (zh) * 2007-07-16 2007-11-21 华为技术有限公司 一种交互式短消息业务系统、语音交互中心及实现方法
CN101170727A (zh) * 2007-11-20 2008-04-30 中国移动通信集团广东有限公司 一种交互式语音应答与文字同步推送的方法及其系统
CN102752728A (zh) * 2012-06-12 2012-10-24 中原利达铁路轨道技术发展有限公司 通信终端中实时显示ivr文本的方法
CN103139404A (zh) * 2013-01-25 2013-06-05 西安电子科技大学 基于语音识别生成交互式语音响应显示菜单的系统和方法

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