IVR: kuyini? Ukukhomba kanye emagama

Namuhla, bayanda ngokuvamile ekuphileni kwansuku zonke zingatholakala nomqondo IVR (Interactive Voice Response). Yilokhu, ukwazi akubona bonke, nakuba cishe nsuku zonke babhekene ubuchwepheshe empilweni yangempela. Masizame ukunikeza umqondo wokuthi izinhlelo ezinjalo, echaza kubo ngolimi kuyaqondakala.

IVR: kuyini?

Ukuze ngokushesha ukusula kuyini izinhlelo ezifana ukwethula isibonelo elula. Iningi lethu ngandlela-thile kwadingeka aye sesevisi mobile yomjaho. Ishayela imisindo yathela futhi anikele inkinobho ethile kuselula yakho ukuze ukhethe iphrofayela esicishe olufana isicelo imenyu interactive.

Kuyini IVR? Vele lokhu ezifana uhlelo inhlangano usizo esekelwe ukusetshenziswa imilayezo izwi pre-eqoshiwe noma kwemiqondo yakhelwe ukuqondisa kabusha umsebenzisi oyifunayo kuye esigabeni sesevisi. Kungaba ukunganaki ukumane udlulise ukukholelwa ngoba lokho kuwukuphela kwaso we ndoda umugqa eziphilayo ehleli njalo lukhuluma ibinzana efanayo. Kunalokho, isikhathi kokuthola ucingo icuphe isicelo esikhethekile, nakho oyenza isebenze play umlayezo ukubingelela, bese, kuye ngokuthi iyiphi inkinobho ukucindezelwa isikhokhelo, kukhona Ukuqondisa kabusha esigabeni ezifanele, lapho ukhetha ithrekhi ehlukile umsindo sivukile noma ezenziwe ngqo ukuveza zamagama ngokusekelwe kusengaphambili umbhalo kunikezelwe.

Futhi, njengoba ungabona, iyiphi IVR-uhlelo isakhiwo lokuhweba nge ushintsho zangaphambi basakaza imenyu sub.

Lapho kufanelekile IVR-system

Kuyini IVR-service, ngokuvamile, it has cishe kuyaqondakala. Lokhu akulona nje isibonelo isakhiwo esinjalo.

Ukubhebhetheka enkulu izinhlelo ezinjalo okubizwa ngokuthi ucingo izikhungo, futhi ezimweni eziningi asetshenziselwa ezindaweni ezifana:

• ukuxhumana mobile;
• amabhange;
• izinkampani zomshuwalense;
• izinhlelo yokukhokha;
• phansi futhi emoyeni zokuthutha (ithikithi yokubhuka, sebhithi schedule, njll ...);
• amabhizinisi enkulu, medium and encane (amabhizinisi nokunikeza izinsizakalo yokudluliselwa yezimpahla yabo nemisebenzi), njalo njalo.

Njengoba ubona, kuyinto kuphela izibonelo eziningi ezilula. Namuhla, inhlangano efanele IVR-izinhlelo ivumela ukuheha abathengi ezihlukahlukene izindawo kanye ukuthuthukisa izinga lenkonzo. Kulesi simiso ukukhululwa, ezisebenza ngesisekelo isinyathelo namadivayisi lobuchwepheshe, futhi izicelo iklayenti izwi (njengebhange, ukuthola isimo loan abo noma i-akhawunti idiphozi, ngezinye izikhathi udinga nje ushayele inombolo egcwele inkontileka noma amadijithi ezimbalwa zokugcina).

Izinhlobonhlobo IVR-izinhlelo

Manje sibheke yinkimbinkimbi IVR izinhlelo. Kuyini, kulula ukuqonda uma sicabanga inhlangano yabo. Isakhiwo elula umsebenzi ngesisekelo amasampula eseliqoshiwe nesofthiwe eyinkimbinkimbi akuyona ikakhulukazi kukhanye.

Njengoba for abalingiswa abayinhloko kule emakethe, ukuhlinzeka amakhasimende ayo nge ikhono ukufinyelela ohlelweni usizo, ungakwazi uqaphele okulandelayo ubuchwepheshe eceleni isicelo:

• ASR - zamagama.
• TTS - inkulumo ukudlala ngesisekelo umbhalo.
• Ukusabela izinhlelo esekelwe izicelo izwi kusuka ucingo okwalandela database ekhethekile (DB).

izimiso eziyisisekelo ukusebenza

Lezi izinhlelo ukusebenza ngesisekelo zokubhala ngokukhethekile. I obanzi kunayo VXML ubuchwepheshe, sicabangela-XML ulimi ingashintshwa ukuze baveze izicelo.

Ngokwesibonelo, ngo-yesikhulumi Call Manager Express, kwi-Cisco ubuchwepheshe, uma kukhona ucingo olungenayo, uhlelo lokuqala ivivinya-dial-kontanga, bese emva umdlalo ukhangwa inkumbulo flash ligijime iskripthi ekhethekile VXML-IVR. Ngemva ngokucindezela izinkinobho ocingweni lwenzeka DTMF ukucubungula imisebenzi, okuholela kabusha sigaba esithile ohlelweni Usizo.

izilungiselelo IVR

Njengoba kushiwo ngenhla, inhlangano efanele sabaphathi kanye Ukwakheka kohlelo linendima ebalulekile (kwezinye izimo yilokhu inquma sengqondo iklayenti ukuze kube lula noma ngokuphazamisa kufinyelela ukukusiza).

Uma isakhiwo sinamandla sub-amazinga kanye zonke izinhlobo izingxenye interactive amaningi kakhulu, umsebenzisi angakwazi umane ulahleke kuzo. Ngaphezu kwalokho, abaningi kithi ngokucacile ungafuni ukulalela eqoshiwe izifanekiso ejwayelekile futhi ufuna ukhulume umhlinzeki bukhoma. Esimweni lapho opharetha khulula okwamanje, kumele kuthathwe izinyathelo ukuze uhlelo unolwazi isikhathi cishe lapho yomshayeli kuyoba kulayini. Ekugcineni, futhi ukulandelana yalobo bamele balati, ngoba ukuba kulayini nokulalela umculo ecasulayo kakhulu, hhayi wonke umuntu ufuna. Ngaphezu kwalokho, ukwenza amakholi evela kumadivayisi eselula ngenkathi sokulinda angasebenza.

Izimfuneko ukuqopha IVR-ukubingelela

Lona omunye iphuzu okumele zibhekwe mayelana IVR izinhlelo. Ukuthi kuyini, kuyacaca kancane. Manje ake sibheke ezinye amaphuzu abalulekile awahlobene nenhlangano isakhiwo usizo uhlelo, futhi nezidingo ukubhaliswa.

Ukuqopha IVR-imiyalezo namuhla ingenziwa onguchwepheshe kule nkampani noma wenze ukubingelela iDemo noma izigaba lelandzisako kakhulu. Nangu eza kuqhame (ingasaphathwa yokuthi yonke imilayezo kumele kube emfushane ulwazi ngangokunokwenzeka) Ukukhetha Izwi amazwi noma iduna noma insikazi, kanye zihambisane nezinsimbi zomculo, uma enikeziwe.

Lapho uqopha umsindo, izinkampani eziningi ucelwa ukuba ucacise ikhasimende, nalokho buviyoviyo kufanele siyenze ibinzana, ephakamisela noma ukwehlisa iphimbo ukuze kusetshenziswe kunoma iyiphi indawo embhalweni, noma ukuthi umbhalo uzobe ukufunda ngasiphi isivinini, nokunye. D. ukukhuluma Cishe, izwi wemfanelo kufanele kube avulekile futhi kumnandi ukulifunda nokulilalela indlebe, ukuze kungabi party eyodwa akanayo isifiso hang up ngokushesha.

Kungokufanayo uya for umculo. Ngu ukukhetha kwakhe kufanele wasondela ngokucophelela, ngoba abaningi ukwakheka efanayo "Fur Elise" Beethoven sika, naphezu kwawo wonke ubuhlakani kumane ukhathele. Ngakho kumele kusetshenziswe khona abanye Ihubo nezaezzhennoy ezokwenza okuphumuzayo kakhulu, kunokuba umdanso noma ukubhala ngesivinini. Nokho, ukulala futhi Akunakwenzeka ukunikeza ephathini. Nokho, emhlabeni umculo namuhla, ukuze Kusobala ukuthi ongakhetha kuzo.

Emihle nemibi IVR-izinhlelo

Uma sikhuluma inzuzo okuyinto inkampani ethola noma inkampani nge koHlelo esinjalo, kusobala, ngoba zokubhalisa uthola ncamashi ulwazi ukuthi unesithakazelo, uhlelo siphela ngokuqhubekayo, futhi ngenxa yalokho ukufinyelela iyatholakala nganoma yisiphi isikhathi sosuku noma ebusuku.

Kodwa lapha phakathi nemibi ochwepheshe abaningi ngokuvamile wazi i overabundance ka sublevels, okuyinto kabusha, okuholela kuphela yokuthi lo muntu balahlekelwa. Phakathi kwezinye izinto, kuncike iphakethe we-opharetha efanayo mobile yamakholi kulezi izikhungo inkonzo may ukhokhiswe, naphezu kweqiniso lokuthi izinhlangano eziningi namuhla ngokwethukela yokuhamba ukuba ukusetshenziswa izinombolo, ubiza kuya noma kusuka ku-opharetha mobile noma inhlangano ukukhonza emakhaya izinombolo (zasemadolobheni) ngocingo, mahhala.

isiphetho

Nazi emfushane futhi konke ukwenzani nolwazi oluyisisekelo lokuthi IVR izinhlelo. Kuyini sekuchaziwe izibonelo eziningi ezilula, kanye lobuchwepheshe ingxenye mbuzo hhayi zithinteka, ngoba umsebenzisi izama ukuthola ulwazi i imvelo zokweluleka, akudingekile. Kodwa ngokuya isethulo jikelele izimiso ekusebenzeni imisebenzi enjalo, lokhu kuyoba okwanele.