Design And Implementation Of The Automated Voice Response System For Telephone Banking

Call Centers help ensure that banks can improve service quality,gain more clients,and enhance profitability.Due to urgent need,a call center system was designed and implemented in the Shanghai branch of the Bank of China.IVR is one of the key components in this system.This thesis will discuss the design and implementation of IVR. Building on the background and research on current technology of telebanking and interactive voice systems,I further explore the related theories and technical aspects of IVR system.I proceed to propose a design scheme.This proposal is based on the design and implementation of IVR from IBM Directralk for AIX V2.2,and adopts mainly the development technology of Direct Talk,which includes five technical and functional modules—Application Profile,State Table,Custom Server,Voice Technology,and IVR Record Flow.More specifically,some key technologies were adopted including Application Profile Table,Listing programming, State Table invoking,Easy CICS programming,voice classification,and voice prompting program.The adoption of these technologies contributed to the realization of the needed service functions of an interactive voice system in a call center.The thesis will conclude with a summary of the project in this study and an outlook of the further work.Online operation has proven that,the IVR system provides customers a faster,more reliable,and more standardized service.It improves system operating efficiency,reduces cost,and provides the additional benefits of easy maintenance and expansion.