What is IVR?

IVR (Interactive Voice Response) refers to interactive voice response. You can enter the service center by phone, listen to mobile entertainment products according to the operation prompts, and play relevant information according to the content input by users.

business

Refers to the value-added service of wireless voice service, similar to the well-known fixed telephone voice service. Mobile phone users dial the designated number to get the required information or participate in interactive services.

The most common enterprises are:

1. voice song ordering

2. Make friends through voice chat

3. Mobile magazines

4. E-cards

5. Customer service center

6. Interactive voice

IVR, namely voice value-added service, is a service started by mobile operators in 2002. Mobile phone IVR is divided into two brands: audio-visual interaction and entertainment online. Unicom's IVR brand is Unicom.

Extended data:

Efficiency optimization

First of all, formulate data acquisition specifications and carry out necessary system transformation.

IVR optimization analysis system is based on IVR call log data. If the log data of IVR business system is too simple to effectively support customer behavior analysis. The system shall at least include the following information:

A lot of full calls. The whole process call here refers to the call from the beginning of entering IVR to the end of leaving the call center, in which there are three ways to leave: after receiving the self-service IVR service, leave directly after obtaining satisfactory information; Give up service or wait to leave during IVR or CSR service; IVR first, then CSR, accept the service and leave.

Be able to identify which phones left directly after receiving the self-service IVR service and which phones left voluntarily after giving up the service.

You need to record the path of the whole mobile phone in IVR.

In order to obtain the above information in the system, it is necessary to formulate IVR data acquisition specifications and complete the necessary IVR logging system correction. IVR data acquisition specification needs to define information:

Log information: 1) User key information; 2) voice broadcast information; 3) system branch judgment information

Voice node information: 1) function node; 2) connecting nodes; 3) reading nodes; 4) Function connection node

Discrimination information: 1) The user has received the number (the connecting node among the connecting node and the reading node); 2) voice broadcast is completed (functional nodes and functional nodes among reading nodes); 3) Timeout of key press (connecting node among connecting node and reading node); 4) The user hangs up, and the system releases it voluntarily; 5) Error message.

Second, establish an IVR index evaluation system.

The evaluation of IVR nodes and services requires a unified definition of IVR evaluation indicators. The index system of IVR can be established from three angles: node, service and call. Through these indicators, we can comprehensively evaluate the existing IVR voice menu and service, and put forward improvement measures. Here are some business indicators and related analysis elements from a business perspective. Different people use different indicators.

Thirdly, data modeling and determination of key analysis table.

The data processing process to get a valid conclusion after processing the original log is completed according to the following eight steps: from original data to data conversion, data cleaning, key coding, path generation, menu making, index definition, design budget and final algorithm verification.

Among them, the step of "data conversion"-"defining indicators" is data conversion and defining rules, and the latter two steps apply various algorithms of mathematical modeling, data analysis and data verification.

References:

Baidu encyclopedia -IVR