Multi-ethnic Language Based On "Campus Know-How" Design And Implementation Of IVR Voice Call System

IVR self-service voice response has become one of the most important components of the call center because of its high efficiency,flexibility,intelligence and automation.In order to meet the application of call center in minority languages,the multi-ethnic IVR voice call system based on “Campus Know-How” has emerged as the times require.With the IVR system,multi-language campus consulting services and self-service of campus card services can be realized.This paper takes the IVR system based on "Campus Best" as the main line,first analyzes the status and problems of IVR development,introduces the Voice XML technology,and uses the Voice XML voice scripting language as the description text of the IVR process,analyzing the needs of the campus hotline business,combined with the actual situation.The problems that the campus counseling hotline may encounter,sorting and classifying the questions,making the Chinese question and answer texts,and then translating them into the national language phonetic texts,and using this as the voice resource library of the IVR campus call center.Then it introduces the process design of the system,mainly for the campus users to access the IVR voice call center and then listen to the multi-ethnic navigation voice,select the language through the button and then enter the eight sub-process modules of the IVR campus voice call system.When automatically transferring to the artificial agent,listening to the user's question and then querying the answer from the question and answer library,and finally feeding back to the user by means of voice broadcast.The IVR system realizes the function of providing self-service voice service to students in combination with minority languages.The main contents of the service include consultation and processing of campus problems,and inquiry and processing of campus card business.The system architecture,database,technical architecture and logical architecture are designed to give full play to the application of campus IVR automatic voice response system in minority languages.