IVR: he aha te mea te reira? Tāutunga me te wetewaehere

I teie mahana, e taea te kitea atu, me te ake pinepine i roto i te ora ia rā te ariā o IVR (Interactive Reo Response). Ko te kupu tenei, kahore katoa e mohio, ahakoa tata ia haukotia ki tenei hangarau i roto i te ora tūturu. Kia tamata tatou ki te hoatu i te whakaaro o taua pūnaha, whakaahua ratou reo mahinongofua.

IVR: he aha te mea te reira?

Hei ūkui tonu te mea te tikanga taua pūnaha tapaea te tauira māmā. Te nuinga o tatou tetahi ara ranei tetahi i ki te haere ki te pokapū ratonga o te kaiwhakahaere pūkoro. Karangatia oro mihi me whakahere ki te pēhi i te tetahi pātene i runga i tou waea pūkoro ki te whiriwhiri i te kōtaha e tino tata ōrite te tono i roto i te tahua pāhekoheko.

He aha te mea IVR? Just he he taua pūnaha whakahaere awhina i runga i te whakamahi o ngā karere reo mua-tuhia synthesized ranei hangaia ki te anga i te kaiwhakamahi ki tenei te hiahiatia ia ki te wāhanga pokapū ratonga. E riro te reira kuware ki te whakapono no te e ko te mutunga o te tangata aho ora e noho ana, me te tonu puaki te taua kīanga. Engari, pāngia e te wa o te taenga o te karanga he tono motuhake, e whakahohetia hoki te tākaro he karere oha, a ka, i runga i nei pātene i aki e te kaitango, i reira te mea he aronga ki te wāhanga e tika ana, te wahi tīpako rongo te he ara rerekē audio hanga tika ki te reo kōtuitanga e hāngai ana i runga i mua ranei rānei kuputuhi whakaritea.

Na, ka rite ki a koutou e taea te kite, i tetahi IVR-pūnaha ko te hanganga maha ki huringa tohaina-mua te tahua iti.

Hea e hāngai ana IVR-pūnaha

He aha te mea he IVR-mahi, i roto i te whānui, kua reira pea mārama. e kore ko te tauira anake o te hanganga taua tenei.

Ko te horapa nui o taua pūnaha i roto i te piiraa-pokapū pera-ka karanga a i roto i te nuinga o te wā e whakamahia i roto i ngā wāhi pērā i:

• kōrero pūkoro;
• pūtahi pēke;
• kamupene rīanga;
• pūnaha utu;
• whenua me te rangi transportation (titeti rāhui, hōtaka whakatakotoranga, aha ...);
• pakihi nui, reo, me te iti (hinonga whakarato ratonga tuku mo o ratou taonga, me ngā ratonga), a na i runga i.

Ka rite ki a koutou e taea te kite, ko reira anake te tauira tino ohie. I teie mahana, te whakahaere tika o IVR-pūnaha e āhei ki te kukume kiritaki i roto i te whānuitanga o ngā wāhi, me te ki te whakapai ake i te kounga o te mahi. I roto i tenei pūnaha tuku, whakahaere i runga i te pūtake o te mahi ki te pūrere hangarau, me tono reo kiritaki (pēnei i te pēke, ki te kitea i roto i te mana o to ratou taurewa pūkete tāpui ranei, ētahi wā me tika koe ki te karanga i te maha tonu o te kirimana ranei nga mati torutoru whakamutunga).

Momo IVR-pūnaha

Na titiro i te whīwhiwhi o ngā pūnaha IVR. He aha te mea te reira, e mea ohie ki te matau, ki te whakaaro tatou ratou whakahaere. e kore te tino whiti te hanganga māmā o te mahi i runga i te pūtake o ngā tauira i mua-tuhia me te matatini pūmanawa.

Ko te kaitākaro nui i roto i te mākete, te whakarato ona kiritaki ki te kaha, ki te uru te pūnaha te tauturu, ka taea e koe mōhio i te hangarau motuhake tono e whai ake nei:

• ASR - kupu kōtuitanga.
• TTS - purei kupu i runga i te pūtake o te kuputuhi.
• pūnaha whakautu e hāngai ana i runga i tono reo i te karanga muri ki te pātengi raraunga motuhake (DB).

te mau parau tumu Basic o mahi

mahi ēnei pūnaha i runga i te pūtake o hōtuhi rawa whakawhanakehia. Ko te hangarau VXML tino whānui, urutau mana'o reo XML ki te reo tono.

Hei tauira, i roto i te tūāpapa o Piiraa Kaiwhakahaere Express, i runga i ngā hangarau Cisco, ka reira ko te karanga taumai, te pūnaha tuatahi hei whakamatau mo te waea-hoa, me te i muri i te unu he kēmu e ki te mahara flash me rere te hōtuhi motuhake VXML-IVR. I muri te pēhi i te pātene i runga i te waea e wahi i runga i te whakahaeretanga o tukatuka DTMF, hua i roto i te tuku anō ki te wāhanga ngā o te pūnaha Āwhina.

tautuhinga IVR

Ka rite ki whakahuatia i runga ake, te whakahaere tika o te raupapatanga me te hanganga o te pūnaha e whai wāhi nui (i roto i ētahi wā ko te tenei te mea whakatau huru o te kiritaki ki te haratau raruraru o te whai wāhi ki te āwhina i ranei).

Ki te hanganga he maha rawa iti-taumata, me katoa o ngā wāhanga pāhekoheko, taea noa kia ngaro te kaiwhakamahi i roto i a ratou. I tua atu, he tokomaha o tatou e kore e mārama te hiahia ki te whakarongo ki te tātauira paerewa tuhia, ka hiahia ki te korero ki te operator ora. I roto i te kaupapa e te kaiwhakahaere noa i te kau, kia takahanga kia tangohia kia e te pūnaha e o te wa āwhiwhiwhi i roto i nei e waiho te kaiwaea i roto i te rārangi. I te pae hopea, a tona raupapa me hoki matau ia, no te mea ki te kia i runga i te raina, me te whakarongo ki te waiata hōhā rawa, e hiahia ana kore te katoa ki te. I tua atu, mō ngā waea i ngā pūrere pūkoro ia kia tono tatari.

Whakaritenga mō te tuhi IVR-oha

Ko tetahi wāhi e Me whakaaro e pā ana ki ngā pūnaha IVR tenei. He aha te mea te reira, he mea he iti mārama. Na kia titiro a i te tahi mau tuhaa faufaa e kore e i pā ana ki te whakahaere o te hanganga pūnaha awhina, me nga whakaritenga mo te rēhitatanga.

Tuhi IVR-karere tenei ra e taea te hanga i roto i motuhake i roto i tenei kamupene hanga te oha poto wāhanga te kōrero te nuinga ranei ranei. Here mai ki te mua (e kore e ki te whakahua i te meka e kia kia karere katoa poto, me te kōrero rite taea) reo kōwhiringa o reo tane wahine ranei, me te hatere, ki te te whakaratohia reira.

A, no te tuhi oro, e ui maha kamupene ki whakapūtā te kiritaki, me kia he reo e korerotia rerenga, te wahi e te kuputuhi e whakamahia, i tana whakaarahanga e tukupu ana te reo ranei, pehea nohopuku ka pānui i te kuputuhi ngā, me pera i runga i. D. 'I he meimei korero, kia kia unobtrusive reo haepapa me ahuareka ki te taringa, kia e kore tetahi rōpū e kore e whai tetahi hiahia ki te whakairi tonu ake.

Ko te taua haere mo te waiata. Na roto i te kia tona kōwhiringa kia whakatata rawa āta, no te mea he tokomaha o te hanganga ano o a Beethoven "Fur Elise", i roto i te noa'tu o reira he ngenge noa poto katoa. Heoi i reira kia whakamahia etahi himene nezaezzhennoy e ka tino puoro, nui atu i te kanikani ranei tuhituhi i te tere tere. Ko e taea ano hoki te moe ki te hoatu i te rōpū. Heoi, i roto i te ao nei o te waiata tenei ra, kia e mea papû kua ki te whiriwhiri i.

Huapai me ngā huakore o IVR-pūnaha

Ki te kōrero tatou e pā ana ki te painga e te kamupene te fariiraa i te kamupene ranei ki te whakataki o taua pūnaha, he reira mahino, no te mea e tango te kaitango rite te kōrero e he hiahia i roto ia, rere tonu te pūnaha, me reira e wātea ana te whai wāhi ki reira i tetahi wa o te ra ranei te po.

Otiia i konei i roto i te āhuatanga o ngā tohunga maha maha mōhio he maha atu o taumata iti, e kua tukuna, e arata'i anake ki te meka i ngaro ratou i te tangata. I roto i te tahi atu mea, i runga i te mōkihi o te operator pūkoro taua mō ngā waea ki te whakatupato kia enei pokapū ratonga, ahakoa te meka e piki maha ngā rōpū i teie mahana neke ki te whakamahi o ngā tau, e karanga ana ki ranei i nga ngā pūkoro e te whakahaere ranei whare te taviniraa tau (tāone) waea, free o tiaki.

mutunga

Tenei e poto, me te mea katoa ki te mahi i ki te māramatanga taketake o ngā pūnaha IVR. He aha te mea faataa te reira i roto i te tauira tino ohie, a kahore te te wahi hangarau o te pātai tino pānga, no te mea te kaiwhakamahi te ngana ki te whiwhi mōhiohio o te āhua tohutohu, e kore te mea e tika. Otiia i roto i ngā o te whakaaturanga whānui o te mau parau tumu o te mahi o taua ratonga, ka kia nui tenei.