IVR: ndichiyani? Kuzindikiritsidwa ndi decoding

Lero, ndi zambiri pa moyo angapezeke mfundo IVR (zogwiritsa Voice Anayankha). Izi n'zimene, sindidziwa zonse, ngakhale tsiku lililonse takumana ndi njira imeneyi mu moyo weniweniwo. Tiyeni yesetsani kupereka chithunzithunzi cha madongosolo otero, limati chinenero zomveka.

IVR: ndichiyani?

Kuti yomweyo kuchotsa chimene chimapanga madongosolo otero azipereka chitsanzo losavuta. Ambiri a ife njira imodzi kapena wina kupita ku malo utumiki woyendetsa mafoni a. Kuitana phokoso moni ndi kupereka kwa batani ena pa foni yanu kusankha mbiri bwino kwambiri zofanana ndi pempho mu menyu zokambirana.

IVR ndi chiyani? Monga imeneyi imakhala ka bungwe thandizo zochokera ntchito mauthenga chisanadze opezeka kapena apanga mawu lakonzedwa kufika wosuta kuti adakhumba Iye kuti gawo pakati utumiki. Zingakhale zilizonse kukhulupirira chifukwa amenewo ndiwo mapeto a munthu mzere moyo atakhala ndi kosalekeza akunena mawu akuti chomwecho. M'malo mwake, nthawi ya chiphaso cha kuitana akapsa ntchito yapadera, amenenso imayendetsa nawo sewerolo uthenga moni, kenako, malingana amene batani adapsinjidwa ndi wolembetsa ndi, pali apatutsira kwa gawo loyenera, kumene kusankha osiyana amaika kumayambika kapena mwachindunji mawu kaphatikizidwe zochokera pasadakhale anatumizidwa malemba.

Ndipo, monga momwe mukuonera, aliyense IVR-dongosolo ndi dongosolo multilevel ndi chisanadze anagawira kusintha menyu boma.

Kodi applicable IVR-dongosolo

Kodi IVR utumiki, ambiri, iwo ali mwina zomveka. Izi si chitsanzo chabe dongosolo chotero.

Kufalikira kwambiri kachitidwe zoterozo zinali otchedwa kuitana malo ndipo nthawi zambiri amagwiritsidwa ntchito m'madera monga:

• mafoni aya;
• mabungwe banki;
• kampani ya inshuwalansi;
• malipiro kachitidwe;
• nthaka ndi mayendedwe mpweya (tikiti malire, mfundo ndandanda, etc ...);
• lalikulu, sing'anga ndi yaing'ono mabizinesi (amakampani kupereka kutumiza katundu ndi ntchito zawo), ndi zina zotero.

Monga mukuonera, ndiye zitsanzo zophweka kwambiri. Masiku ano, gulu olondola a IVR-kachitidwe zimathandiza kukopa makasitomala zosiyanasiyana m'madera ndi kusintha khalidwe la utumiki. Mu dongosolo ili kumasulidwa, ntchito pa maziko a ntchito ndi zipangizo luso, zopempha kasitomala mawu (monga banki, kupeza udindo wa ngongole awo kapena nkhani gawo, nthawi zina inu timasowa kuyitana chiwerengero chonse cha chigwirizano kapena otsiriza manambala ochepa).

Zosiyanasiyana IVR-kachitidwe

Tsopano yang'anani pa zovuta kachitidwe IVR. Kodi izo, ndi losavuta kumvetsa ngati tikambirana bungwe lawo. Kapangidwe zosavuta ntchito pa maziko a zitsanzo chisanadze analembedwa ndi mapulogalamu Kuvuta si makamaka kuwala.

Monga osewera zikuluzikulu mu msika, kupereka ogula ndi luso kulumikiza dongosolo thandizo, mukhoza kuona izi umisiri payokha ntchito:

• ASR - kulankhula kaphatikizidwe.
• TTS - kulankhula kubwezeretsa pamaziko a lembalo.
• kachitidwe ayankhe zochokera zopempha mawu ochokera foni wotsatira kwa Nawonso achichepere wapadera (DB).

zoyamba za ntchito

kachitidwe ntchito pa maziko a zolembedwa mwapadera otukuka. Kwambiri ambiri VXML luso poganiza chinenero XML ndinazolowera mawu ofunsira.

Mwachitsanzo, mu nsanja ya Kuitana Manager Express, pa Cisco umisiri, pamene pali Itanani ukubwera, dongosolo loyamba likuyesetsa oyimba-anzanu, ndipo pambuyo machesi limachokera pokumbukira kung'anima ndi akuthamanga script wapadera VXML-IVR. Pambuyo kukanikiza batani pa foni chikuchitika pa ntchito DTMF processing, chifukwa mu womwe ukulozera ku gawo makamaka a dongosolo Help.

Zokonda IVR

Monga tanena, bungwe moyenera utsogoleri wolowezana ndi dongosolo la kachitidwe kungathandize kwambiri (nthawi zina izi zimene amasankha mtima kasitomala kuti mayiko kapena mavuto kupeza kuthandiza).

Ngati kapangidwe ali zambiri boma misinkhu ndi onse zigawo zokambirana, wosuta akhoza kungoyankha kusochera mu iwo. Komanso, ambiri a ife bwino simukufuna kumvetsera wolembedwa zidindo muyezo ndipo ndikufuna kuti ndiyankhule kwa woyendetsa ndi moyo. Mu chochitika kuti woyendetsa ufulu pa mphindi, tiyenera kuchita kuti dongosolo adamnenera kwa pafupifupi nthawi imene woyimba adzakhala ima pamzere. Pomaliza, ndi ndondomeko yake ayenera kudziwa, chifukwa kukhala pa mzere ndi kumvetsera nyimbo zosasangalatsa kwambiri, osati aliyense akufuna. Komanso, kuyitana kwa mafoni zipangizo podikira kuti akalowe.

Zimafunika kujambula IVR-moni

Izi ndi mfundo ina zimene tiyenera kuziganizira pankhani ya kachitidwe IVR. Chimene icho chiri, ndi pang'ono bwino. Tsopano tiyeni tione mfundo zina zofunika zimene si kugwirizana ndi gulu la kapangidwe thandizo dongosolo, ndi zofunika kuti kalembera.

Kujambulitsa IVR-mauthenga lero mukhoza kupanga okhazikika mu kampani ino kapena yochepa moni kapena zigawo Nkhani kwambiri. Apa pakubwera patsogolo (osanenapo chakuti mauthenga onse ayenera kukhala achidule ndi nkhani ngati nkotheka) Voice kusankha mawu wamwamuna kapena wamkazi, komanso limodzi nyimbo, ngati amaperekedwa.

Powerenga wailesi, makampani ambiri akufunsidwa kuti mwachindunji makasitomala, ndi chomwe intonation tiyenera kuwanena mawu, kukweza kapena kutsitsa phula ntchito mu malo aliwonse mu malemba, kapena kuti lemba adzakhala kuwerenga pa zimene liwiro, ndi zina zotero. D. ziri kulankhula, mawu udindo akhale unobtrusive ndi wokoma khutu, kuti chipani chimodzi alibe kufunitsitsa dulani yomweyo.

Yemweyo amapita nyimbo. Mwakufuna wake ayenera anapita mosamala kwambiri, chifukwa ambiri a zikuchokera womwewo wa Beethoven a "ubweya Elise", ngakhale izo zonse namatetule imangokhala wotopa. Kotero apo ayenera kugwiritsidwa ntchito zina nyimbo nezaezzhennoy zimene ambiri ulesi, m'malo kuvina kapena kulemba pa kofulumiraku. Koma kugona ndi kosatheka kupereka phwando. Komabe, mu dziko la nyimbo lero, kuti Mwachidziwikire zoti tisankhepo.

Ubwino ndi kuipa kwa IVR-kachitidwe

Ngati ife kulankhula za phindu limene kampani kulandira kapena kampani ndi kumayambiriro madongosolo otero, ndi zoonekeratu, chifukwa wolembetsa amalandira ndendende zomwe iye ndi chidwi, dongosolo limayenda mosalekeza, choncho kupeza lilipo nthawi iliyonse masana kapena usiku.

Koma kuno pakati pa kuipa kwa akatswiri ambiri zambiri tione overabundance wa sublevels, amene kunam'sintha, imbaenda chokha chakuti munthu anataya. Mwa zina, malingana ndi phukusi la chimodzimodzi woyendetsa mafoni kwa kuyitana kwa malo utumiki izi zitani mlandu, ngakhale kuti mabungwe ambiri lero ayamba kusamukira ku ntchito manambala, ukuitana kapena ku ntchito ya mafoni kapena gulu kutumikira mabanja manambala (m'tawuni) telefoni, kwaulere.

Pomaliza

Nawa mwachidule ndi chirichonse chochita ndi mfundo zikuluzikulu za machitidwe IVR. Ndichiyani anafotokoza mu zitsanzo zophweka kwambiri, ndi gawo luso funso si makamaka anakhudzidwa, chifukwa wosuta poyesa kuti mudziwe za chikhalidwe chenjezo, si koyenera. Koma mawu a ulaliki wonse wa mfundo za ntchito zithandizozi, izi zidzakhala zokwanira.