IVR: ntoni na? Ukuchongwa kokuhlaziya

Namhlanje, ngakumbi yaye ngokufuthi ngakumbi kubomi bemihla ngemihla ingafunyanwa ingqikelelo IVR (Interactive Voice Response). Oku koko, abazi yonke, nangona eboniswa phantse mihla le iteknoloji ebomini. Makhe sizame ukunika ufifi iinkqubo ezinjalo, ezizichazayo ulwimi eqondakalayo.

IVR: ntoni na?

Ukuze ngoko nangoko akukacaci oko kubandakanya iinkqubo ezifana uyisondeze mzekelo zilula. Inkoliso yethu indlela enye okanye omnye kwakufuneka aye kwiziko inkonzo operator mobile yakhe. izandi Calling ebingelela uze cinezela iqhosha ethile kwiselula yakho ukukhetha iprofayili ukuba uninzi uhambisana isicelo i menu interactive.

Yintoni IVR? Nje le nkqubo i onjalo umbutho uncedo ngokusekelwe ekusetyenzisweni imiyalezo yelizwi pre-ebhalwe okanye kuhlelwe eyenzelwe ezitsalela umsebenzisi ukuya akumcela ukuba kwicandelo kwiziko lenkonzo. Bekuya kuba siyazikhohlisa ukukholelwa kuba oko kukuphela lomfo umgca ophilayo uhleli kwaye ngokuqhubekayo uthetha ibinzana elifanayo. Endaweni yoko, ixesha zokufumana umnxeba kusungula isicelo olulodwa, nto leyo yenza ukuba badlale umyalezo wokubulisa, yaye ngoko, ngokuxhomekeke apho iqhosha waxinwa yi rhumela, kukho ubhekise kwicandelo efanelekileyo, apho ukhetha i track eyahlukileyo emanyelwayo izakufunyanwa okanye zenziwa ngqo ukuba bavakalise kuyondelelaniswe esekelwe kusengaphambili umbhalo owabelwe.

Ke kaloku, njengokuba ubona, nayiphi IVR-nkqubo isakhiwo multilevel ngotshintsho pre-zihanjiswe menu esezantsi.

Apho kuyimfuneko IVR-nkqubo

Yintoni IVR-nkonzo, jikelele, kuba uye mhlawumbi iyaqondakala. Lo ngumzekelo kuphela kwisakhiwo esinjalo.

Sandile inkulu kweenkqubo ezinjalo kwindawo ebizwa ngokuba yi-call-amaziko kwaye kwiimeko ezininzi ezisetyenziswa kwiindawo ezifana:

• ukuxhumana ngeselula;
• amaziko zebhanki;
• Iinkampani ze-inshorensi;
• iinkqubo zentlawulo;
• komhlaba kunye nokuthuthwa air (itikiti kwamathandabuzo, ishedyuli iinkcukacha, etc ...);
• amashishini amakhulu, aphakathi kunye ezincinci (amashishini abonelela ngeenkonzo nokudlulisela yeempahla kunye neenkonzo zazo), njalo-njalo.

Njengoko ubona, oko kuphela imizekelo alula. Namhlanje, umbutho oluchanekileyo IVR-nkqubo ivumela ukutsala baxhamli beenkonzo ezahlukeneyo kwiindawo nokuphucula umgangatho wenkonzo. Kule nkqubo release, osebenza ngokusekelwe amanyathelo kunye izixhobo zobugcisa, kunye izicelo zomxhasi voice (ezifana ebhankini, ukuze ufumanise ubume mboleko okanye akhawunti idipozithi, ngamanye amaxesha kufuneka nje ukufowunela inani elipheleleyo mvumelwano okanye imivo embalwa edlulileyo).

Iintlobo IVR-iinkqubo

Ngoku khangela ukuntsonkotha kweenkqubo IVR. Yintoni na, kulula ukuziqonda xa siqwalasela umbutho. Isakhiwo elula umsebenzi ngenxa iisampuli pre-kurekhodwe kunye software nokuntsonkotha akukho ngokukodwa kukhanya.

Ke zona ezibambe emarikeni, ngokubonelela abathengi zayo ukukwazi ukufikelela kwinkqubo uncedo, ungenza phawula ubuchwepheshe ngokwahlukileyo isicelo zilandelayo:

• Asr - njini.
• TTS - intetho ukudlalwa ngokwesiseko kwisicatshulwa.
• iinkqubo impendulo ngokususela kwizicelo ilizwi elivela umnxeba emva ledatha ezizodwa (DB).

imigaqo esisiseko of operation

Ezi nkqubo zisebenza ngokusekelwe zeempendulo ephuhliswe ngokukhethekileyo. Eyona enkulu technology VXML, kuqikelelwa ulwimi XML naphaya ukuvakalisa izicelo.

Ngokomzekelo, xa iqonga uMphathi Call Express, kwiteknoloji Sisco, xa kukho ifowuni engenayo, inkqubo kuqala livavanya dial-peer, yaye emva komdlalo ingqalelo le flash kwinkumbulo kwaye isebenza umbhalo ekhethekileyo VXML-IVR. Emva ngokucinezela amaqhosha emnxebeni lwenzeka kwi kwimisebenzi DTMF processing, kubangele ukuthumela imbalelwano ukuya kwicandelo elithile kwinkqubo Help.

izilungiselelo IVR

Njengoko kukhankanyiwe ngasentla, umbutho olufanelekileyo legunya kunye nolwakhiwo inkqubo ludlala indima ebalulekileyo (kwezinye iimeko le nto limisela sengqondo umxhasi ukuze kube lula okanye ngenkxamleko yokufikelela ukunceda).

Ukuba isakhiwo sub-amanqanaba nazo zonke iintlobo amacandelo interactive ezininzi kakhulu, umsebenzisi akanokukwazi nje ulahlekile kuzo. Ukongezelela, abaninzi kuthi ngokucacileyo abafuni kuphulaphula templates ezirekhodiweyo umgangatho kwaye ufuna ukuthetha umsebenzisi ephilayo. Kwimeko yokuba umsebenzisi simahla okwangoku, amanyathelo kufuneka athathwe ukuze le nkqubo baziswe ixesha eliqikelelwayo ngexesha apho caller kuba efolisiweyo. Okokugqibela, kunye nolandelelwano yayo umele uyazi, kuba ukuba kumgca kunye nokumamela umculo okukruqulayo kakhulu, asinguye wonke ubani ofuna. Ukongeza, iifowuni ezisuka kwizixhobo mobile ngexesha lokulinda angafaka isicelo.

Iimfuneko ukurekhoda IVR-greetings

Le yenye ingongoma kufuneka ulicingele malunga iinkqubo IVR. Ntoni na, kucacile kancinci. Ngoku makhe sijonge ezinye iingongoma ezibalulekileyo banganxulumaniyo lombutho inkqubo yoncedo isakhiwo, yaye iimfuno zobhaliso.

Ukurekhoda IVR-imiyalezo namhlanje kwenziwe ngokukodwa kule nkampani okanye wenze umbuliso elifutshane okanye amacandelo zokubalisa kakhulu. Apha iza kuvuthwa (singasathethi ke ukuba yonke imiyalezo kufuneka ngqo kwaye ulwazi kangangoko kunokwenzeka) Ukukhethwa Voice of amazwi nokuba yeliduna, nokuba yelithokazi, ngokunjalo zomculo, ukuba sibonelelwe.

Xa urekhoda umsindo, iinkampani ezininzi uyacelwa ukuba ucacise umxumi, oko imvakalozwi kufanele siyenze ibinzana, ukuphakamisa okanye ukuthoba inowuthi ukuba kusetyenziswa kuyo nayiphi na indawo kwitekisi, okanye ukuba okubhaliweyo izakufundwa oko isantya, njalo njalo. D. lwaba ukuthetha, ilizwi onoxanduva kufuneka avulekile kunye kamnandi endlebeni, kangangokuba akukho mntu mnye alinayo nayiphi na umnqweno ukuvala u ngoko nangoko.

I ofanayo umculo. Ngu ngokukhetha kufuneka wasondela ngononophelo kakhulu, ngenxa yokuba uninzi ubume efanayo bukaBeethoven kaThixo "Fur Elise", naphezu kwawo onke genius nje udiniwe. Ngoko ke kufuneka kusetyenziswe ezinye nezaezzhennoy lwengoma eziya kakhulu lomse-, kunokuba umdaniso okanye ubhale ezikhundleni luhamba ngesantya esincomekayo. Kodwa ubuthongo akunakwenzeka kwakhona ukunika ethekweni. Nangona kunjalo, ehlabathini umculo namhlanje, ukuze ngokucacileyo ukuba ukhethe kuzo.

Eziluncedo nezingeloncedo IVR-iinkqubo

Ukuba sithethe malunga zenzuzo inkampani abafumana okanye inkampani kunye nokuqaliswa kweenkqubo ezinjalo, kuyacaca, kuba rhumela lifumana ngqo ulwazi ukuba unomdla, inkqubo ihamba rhoqo, ngoko ke ukufikelela iyafumaneka nangaliphi na ixesha lemini okanye ebusuku.

Kodwa apha phakathi ezingalunganga leengcali abaninzi badla phawula ngokugqithiseleyo of sublevels, leyo baqondiswe, nto leyo ekhokelela kuphela ukuba loo mntu balahlekelwa. Phakathi kwezinye izinto, ngokuxhomekeke iphakheji umqhubi efanayo mobile iifowuni kula maziko nkonzo unakho kuhlawuliswa, nangona imibutho emininzi namhlanje ngakumbi ukufudukela ukusetyenziswa kwamanani, ubiza okanye ukusuka kubasebenzi mobile okanye ngumbutho sikhonza imizi amanani (ezidolophini) yefoni, ngaphandle kwentlawulo.

isiphelo

Nazi emfutshane yonke into yokwenza nolwazi olusisiseko kweenkqubo IVR. Yintoni na zichazwe kule mizekelo elula, yaye inxalenye zobugcisa lo mbuzo ngokukodwa sifo, kuba umsebenzisi ezama ukufumana iinkcukacha zohlobo zokucebisa, akukho mfuneko. Kodwa ngokoMthetho ntetho lulonke imigaqo yokusebenza kweenkonzo ezilolo hlobo, oku kuya kuba ngokwaneleyo.