应用网关在智能IVR系统中的应用研究

Application Research of Application Gateway in the Smart IVR System

针对IVR(Interactive Voice Response)系统可扩展性差和缺乏灵活性的问题,提出了一种在IVR与业务系统进行数据处理与通讯的应用网关模型,并应用统计回归的算法,动态生成智能IVR的语音流程菜单,文中给出了该算法和模型的实现和处理过程。运行结果分析表明,该应用网关保证了IVR系统与业务系统数据处理与交换,有效降低了IVR系统的负载,提高了系统的利用效率,减少了客户占有系统的时间。从应用效果上看,具有明显的优势和可行性。

Aiming at lack of the scalability and flexibility for the IVR system,This paper proposes an application gateway between the IVR system and the business system,and presents a statistical regression algorithm for building the smart IVR menu files dynamically. The implement process of the algorithm and model is described too. From the results and data,the application gateway can ensure the requirement of data processing and exchange between IVR and business system. In addition,it can lower the IVR system load and improve the efficiency of IVR system,reduce the time of the customer＇s possession. Results from the application point of view,it is manifested with outstanding advantage and favorable feasibility.