AUTOMATIC VOICE GUIDANCE METHOD USING IVR AND IVR SYSTEM

To perform voice guidance for enabling a number input person to input numbers without any error in a procedure using an IVR.SOLUTION: In card settlement processing in commercial transactions via a contact center 100, an IVR control server 240 receives information (card data) on the number length and...

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Bibliographic Details
Main Author TSUCHIYA SHINJI
Format Patent
LanguageEnglish
Japanese
Published 31.01.2019
Subjects
CALCULATING
COMPUTING
COUNTING
DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
PHYSICS
SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR
TELEPHONIC COMMUNICATION
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Summary:To perform voice guidance for enabling a number input person to input numbers without any error in a procedure using an IVR.SOLUTION: In card settlement processing in commercial transactions via a contact center 100, an IVR control server 240 receives information (card data) on the number length and separation location of a customer's credit card created by an operator in the contact center 100 from operator terminal equipment 110 via a network R2 when a customer inputs credit card numbers before the card settlement processing. An IVR server 220 performs gradual card number input guidance and gradual number repetition on the basis of the information.SELECTED DRAWING: Figure 3 【課題】ＩＶＲを用いた手続きにおいて、番号入力者が間違いなく番号入力できるように音声案内する。【解決手段】コンタクトセンター１００を介した商取引におけるカード決済処理において、カード決済処理前に顧客がクレジットカード番号を入力するとき、ＩＶＲ制御サーバ２４０は、コンタクトセンター１００内のオペレータによって作成された顧客のクレジットカードの番号長および区切り箇所の情報（カードデータ）を、オペレータ端末装置１１０からネットワークＲ２を通じて受信する。ＩＶＲサーバ２２０は、その情報に基づいて、段階的なカード番号入力の案内および段階的な番号復唱を行う。【選択図】図３
Bibliography:Application Number: JP20170184120