Design And Implementation Of Personalized Menu System Based On Mobile IVR Platform

Since 2002,with the mobile call center platform IVR voice process is widely used,business complexity is also rising,how to quickly respond to user needs,improve service quality,become the future development trend of IVR.The traditional IVR voice process structure,the business level is deep,business menu adjustment is frequent,IVR average call up,IVR self-service relative to manual guidance services,ease of use and customer perception in terms of disadvantage,customers are more inclined to use artificial Guidance services,users to increase the amount of labor,has shown its development limitations.Requiring the mobile to change the traditional service mode of the previous IVR platform,need a better and more flexible to "meet the individual needs of users," the innovative service model,which IVR platform system also put forward higher requirements.Therefore,it is a good solution to implement a personalized custom menu system based on the mobile IVR platform.First,this thesis carefully analyze the mobile personalized default menu business data set function,personalized IVR self-help voice service function,10086 IVR self-help set personalized custom menu function,artificial agent settings personalized custom menu function,online business hall set personalized custom The functions of the menu function,the intermediate interface function,the automatic transfer of labor data analysis,the repeated dialing data analysis and the customer segmentation data analysis,as well as the location of the personalized custom menu system,and the overall design of the system.Through the classification of requirements,the use of CTI platform technology and SCE technology to achieve a personalized IVR self-service and personalized custom menu maintenance functions.While providing a series of middleware interface implementations for external systems.In addition,by studying the characteristics of each component in Hadoop architecture,Hive technology is used to realize the function of rapid statistical analysis of user data.Then,we focus on the analysis of the existing models to set the existing models to study the use of K-means clustering algorithm to achieve the IVR platform user behavior log data mining.Complete the analysis of the structure of the existing IVR platform and the structure of the data,as well as the definition of the model,design,implementation and evaluation of the various results of the detailed process of interpretation,the final scientific access to the best user personalized default menu data,Making the personalized customization system more flexible and personalized.Then,the use of CTI technology and SCE technology and the use of Hive table are carefully planned and designed according to the characteristics of mobile IVR platform in the realization of each function.In the use of the function has been found in the data response slow and so on,did not fully play the full power of the system,according to the various problems and characteristics of the optimization and adjustment,and ultimately get the performance of the upgrade to improve the user's perception.Finally,the realization of a personalized custom menu system,including the realization of the personalized default menu data mining,personalized IVR self-service,personalized custom menu maintenance,middleware interface,user data analysis and other functions,and personalized custom menu system Was displayed.