CN110351440A - Operation flow construction method and equipment - Google Patents

Abstract

Embodiments of the present invention provide a service process construction method and device, the method comprising: determining the start event and end event corresponding to the target IVR service; obtaining each activity of the target IVR service between the start event and the end event; The corresponding relationship between activities and gateways determines the gateways corresponding to the obtained activities; according to the above start events, end events, obtained activities, and determined gateways, construct the business process corresponding to the target IVR service. The method flow configuration provided by this embodiment is simple, and can effectively help relevant personnel to complete the IVR flow construction conveniently; at the same time, standardize the IVR construction flow, which is helpful for the realization and identification of the back-end code, and also for subsequent data processing; in addition, the flow configuration is easy Expansion makes the IVR function more personalized and intelligent, meets the diversified requirements of existing users for the IVR process, enables users to obtain accurate services effectively and conveniently, and improves customer service experience.

Description

Business process construction method and equipment

technical field

The embodiments of the present invention relate to the field of computer technology, and in particular to a method and device for constructing a business process.

Background technique

With the continuous development of the economy, the communication technology has developed rapidly, and more and more people begin to use the communication system of the communication operator for communication.

At present, if a user encounters any problem when using the communication system of the communication operator, he usually consults the customer service system of the communication operator. Various business scenarios of the customer service system require the support of Interactive Voice Response (IVR). In the customer service outbound system, the IVR technology can provide customers with menu navigation functions, and has features such as all-weather automation and intelligence. More and more users start to use the IVR process of the outbound call system to handle business.

However, the configuration of the IVR process of the outbound call system is complex, difficult to expand, and unable to meet the diverse requirements of users for the IVR process.

Contents of the invention

Embodiments of the present invention provide a business process construction method and equipment to overcome the problems of complex configuration of the existing IVR process, difficulty in expansion, and inability to meet user requirements for diversification of the IVR process.

In the first aspect, an embodiment of the present invention provides a business process construction method, including:

Determine the start event and end event corresponding to the target IVR service;

obtaining each activity of the target IVR service between the start event and the end event;

According to the preset corresponding relationship between activities and gateways, determine the gateways corresponding to the obtained activities;

According to the start event, the end event, the obtained activities, and the determined gateway, a service process corresponding to the target IVR service is constructed.

In a possible design, the above method also includes:

According to the corresponding relationship between the preset activities and the activity sequence, determine the obtained activity sequence of each activity;

According to the start event, the end event, the obtained activities, and the determined gateway, constructing the business process corresponding to the target IVR service includes:

Sort the obtained activities according to the order of activities;

According to the start event, the end event, the sorted activities, and the determined gateway, a service process corresponding to the target IVR service is constructed.

In a possible design, the above method also includes:

Obtaining a business process adjustment instruction, the business process adjustment instruction carrying one or more of the identification and adjustment content of the event to be adjusted, the identification and adjustment content of the activity to be adjusted, and the identification and adjustment content of the gateway to be adjusted;

The service process corresponding to the target IVR service is adjusted according to the service process adjustment instruction.

In a possible design, the acquiring the activities of the target IVR service between the start event and the end event includes:

Each activity of the target IVR service between the start event and the end event is obtained according to the preset correspondence between services and activities.

In a possible design, the above method also includes:

Querying the start event in a preset start event, and querying the end event in a preset end event;

If the start event is found in the preset start event, and the end event is found in the preset end event, then check whether the determined gateway is correct according to the preset gateway setting rules;

If the gateway determined by the review is correct, then perform the step of constructing a business process corresponding to the target IVR service according to the start event, the end event, each activity obtained, and the determined gateway;

If the gateway error determined by the review, a gateway error prompt is generated, and the gateway error prompt carries the gateway setting rule.

In a second aspect, an embodiment of the present invention provides a business process construction device, including:

An event determination module, configured to determine a start event and an end event corresponding to the target IVR service;

An activity obtaining module, configured to obtain various activities of the target IVR service between the start event and the end event;

A gateway determination module, configured to determine the gateway corresponding to each obtained activity according to the preset corresponding relationship between the activity and the gateway;

A business process building module, configured to build a business process corresponding to the target IVR service according to the start event, the end event, the obtained activities, and the determined gateway.

In a possible design, the above equipment also includes:

An activity sequence determination module, configured to determine the obtained activity sequence of each activity according to the preset correspondence between activities and activity sequences;

The business process construction module constructs the business process corresponding to the target IVR service according to the start event, the end event, each activity obtained, and the determined gateway, including:

Sort the obtained activities according to the order of activities;

According to the start event, the end event, the sorted activities, and the determined gateway, a service process corresponding to the target IVR service is constructed.

In a possible design, the above equipment also includes:

An adjustment command acquisition module, configured to acquire a business process adjustment command, the business process adjustment command carrying an identification of an event to be adjusted and adjustment content, an identification of an activity to be adjusted and adjustment content, and an identification of a gateway to be adjusted and adjustment content. one or more kinds;

A business process adjustment module, configured to adjust the business process corresponding to the target IVR service according to the business process adjustment instruction.

In a possible design, the activity obtaining module obtains various activities of the target IVR service between the start event and the end event, including:

Each activity of the target IVR service between the start event and the end event is obtained according to the preset correspondence between services and activities.

In a possible design, the above equipment also includes:

A time query module, configured to query the start event in the preset start event, and query the end event in the preset end event;

The gateway audit module is used to check whether the determined gateway is correct according to the preset gateway setting rules if the start event is found in the preset start event and the end event is found in the preset end event;

The business process construction module is also used to construct the corresponding IVR service of the target IVR service according to the start event, the end event, the obtained activities, and the determined gateway if the gateway determined by the review is correct. the steps of the business process;

The error prompting module is configured to generate a gateway error prompt if the gateway error is determined through auditing, and the gateway error prompt carries the gateway setting rule.

In a third aspect, an embodiment of the present invention provides a business process construction device, including: at least one processor and a memory;

the memory stores computer-executable instructions;

The at least one processor executes the computer-executed instructions stored in the memory, so that the at least one processor executes the business process construction method described in the above first aspect and various possible designs of the first aspect.

In a fourth aspect, an embodiment of the present invention provides a computer-readable storage medium, where computer-executable instructions are stored in the computer-readable storage medium, and when the processor executes the computer-executable instructions, the above first aspect and the first Aspects of various possible designs of the described business process construction method.

The business process construction method and equipment provided in this embodiment, the method obtains each activity of the target IVR service between the start event and the end event by determining the start event and the end event corresponding to the target IVR service, and then according to the preset activities and Correspondence between gateways, determine the gateways corresponding to the obtained activities, and finally build the business process corresponding to the target IVR service based on the above start event, end event, obtained activities, and the determined gateway. The process configuration is simple and can effectively help related It is convenient for personnel to complete the construction of the IVR process; at the same time, standardizing the IVR construction process is helpful for the realization and identification of the back-end code, as well as the processing of subsequent data; in addition, the process configuration is easy to expand, making the IVR function more personalized and intelligent, satisfying Existing users have diverse requirements for the IVR process, so that users can effectively and conveniently obtain accurate services and improve customer service experience.

Description of drawings

In order to more clearly illustrate the technical solutions in the embodiments of the present invention or the prior art, the following will briefly introduce the drawings that need to be used in the description of the embodiments or the prior art. Obviously, the accompanying drawings in the following description These are some embodiments of the present invention. For those skilled in the art, other drawings can also be obtained according to these drawings without any creative effort.

FIG. 1 is an application scenario diagram of a business process construction method provided by an embodiment of the present invention;

FIG. 2 is a first schematic flow diagram of a business process construction method provided by an embodiment of the present invention;

FIG. 3 is the second schematic flow diagram of the business process construction method provided by the embodiment of the present invention;

FIG. 4 is a schematic diagram of a business process for a user to dial a phone to perform an inquiry service provided by an embodiment of the present invention;

FIG. 5 is a first structural diagram of a business process construction device provided by an embodiment of the present invention;

FIG. 6 is a second structural schematic diagram of a business process construction device provided by an embodiment of the present invention;

FIG. 7 is a schematic diagram of a hardware structure of a business process construction device provided by an embodiment of the present invention.

Detailed ways

In order to make the purpose, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions in the embodiments of the present invention will be clearly and completely described below in conjunction with the drawings in the embodiments of the present invention. Obviously, the described embodiments It is a part of embodiments of the present invention, but not all embodiments. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of the present invention.

The terms "first", "second", "third", "fourth", etc. (if any) in the description and claims of the present invention and the above drawings are used to distinguish similar objects and not necessarily Describe a specific order or sequence. It is to be understood that the data so used are interchangeable under appropriate circumstances such that the embodiments of the invention described herein are, for example, capable of practice in sequences other than those illustrated or described herein. Furthermore, the terms "comprising" and "having", as well as any variations thereof, are intended to cover a non-exclusive inclusion, for example, a process, method, system, product or device comprising a sequence of steps or elements is not necessarily limited to the expressly listed instead, may include other steps or elements not explicitly listed or inherent to the process, method, product or apparatus.

At present, if a user encounters any problem when using the communication system of a communication operator, he usually consults the customer service system of the communication operator. Various business scenarios of the customer service system require the support of IVR. In the customer service outbound system, IVR technology can provide customers with menu navigation functions, and has features such as all-weather automation and intelligence. More and more users start to use the IVR process of the outbound call system to handle business. However, the configuration of the IVR process of the outbound call system is complex, difficult to expand, and unable to meet the diversified requirements of existing users for the IVR process.

Therefore, in view of the above problems, the present invention provides a business process construction method, by determining the start event and end event corresponding to the target IVR service, to obtain each activity of the target IVR service between the start event and the end event, and then according to the preset The corresponding relationship between the activities and the gateways, determine the gateways corresponding to the obtained activities, and finally build the business process corresponding to the target IVR service according to the above start event, end event, obtained activities, and the determined gateway. The process configuration is simple and can be Effectively help relevant personnel to complete the IVR process construction conveniently; at the same time, standardize the IVR construction process, which is helpful for the realization and identification of the back-end code, as well as the subsequent data processing; in addition, the process configuration is easy to expand, making the IVR function more personalized and intelligent To meet the diversified requirements of existing users for the IVR process, so that users can effectively and conveniently obtain accurate services and improve customer service experience.

FIG. 1 is an application scenario diagram of a business process construction method provided by the present invention. As shown in Figure 1, the customer service system 101 can determine the start event and end event corresponding to the target IVR service, can obtain the various activities of the target IVR service between the start event and the end event, and can Correspondence between activities and gateways, determine the gateways corresponding to the obtained activities, and also construct the business process 102 corresponding to the target IVR service according to the start event, the end event, the obtained activities, and the determined gateway .

Among them, the customer service system 101 can provide users with a dialogue platform, conduct dialogues with users, and have functions such as handling business consultation and complaints.

Figure 2 is a schematic flow diagram of the business process construction method provided by the embodiment of the present invention. The execution subject of this embodiment may be the customer service system in the embodiment shown in Figure 1, or other equipment, such as a terminal. There are no special restrictions. As shown in Figure 2, the method may include:

S201. Determine a start event and an end event corresponding to a target IVR service.

Here, taking the customer service system as the execution subject, the customer service system can define events (Events): define process occurrence events, including start events and end events. As shown in Table 1, the function description and attributes of the start event and the end event in one embodiment, wherein the graphic element "start" represents the start event, and the graphic element "end" represents the end event.

Table 1 is the functional description and attributes of the start event and the end event in one embodiment

Specifically, the customer service system can also preset the corresponding relationship between the IVR service and the start event and the end event, and then determine the start event and the end event corresponding to the target IVR service according to the corresponding relationship, wherein the above-mentioned corresponding relationship can be set according to the actual situation, for example The start event corresponding to the IVR service of the service query is that the user dials the customer service hotline, and the end event is hang-up.

S202. Acquire activities of the target IVR service between the start event and the end event.

Same as above, taking the customer service system as the execution subject as an example, the customer service system can define actions (Action): define basic activities, custom activities and sub-process activities, specifically including the main activity functions of the IVR process.

Among them, basic activities include voice and forwarding, network communication, and other functions.

Specifically, voice and transfer: it can provide related functional activities such as voice broadcast menu and seat transfer. As shown in Table 2, the functional description and attributes of voice and transfer in one embodiment, wherein, the graphic element "mixed broadcast" represents a mixed broadcast activity, the graphic element "mixed menu broadcast" represents a mixed menu broadcast activity, and "recording" represents Recording activities, etc., and other graphic elements are the same, representing corresponding activities.

Table 2 is the functional description and attributes of voice and transfer in one embodiment

Network communication: including hypertext transfer protocol (HyperText Transfer Protocol, referred to as HTTP) network communication and fax and other communication mode component functional activities. As shown in Table 3, the functional description and attributes of network communication in an embodiment, wherein, the graphic element "sending DTMF" represents sending DTMF activities, and the graphic element "receiving DTMF" represents receiving dual tone For multi-frequency activities, "single-record HTTP" represents single-record HTTP activities, etc. The same applies to other graphic elements, which represent corresponding activities.

Table 3 is a functional description and attributes of network communication in an embodiment

Other features: database operations, variable operations and empty activities. As shown in Table 4, the functional description and attributes of other functions in one embodiment, wherein, the graphic element "Structured Query Language (Structured Query Language, referred to as SQL) data operation" represents the SQL data operation activity, and the graphic element "variable operation" Represents variable operation activities, etc., and the other graph elements are the same, representing corresponding activities.

Table 4 is a functional description and attributes of other functions in an embodiment

In addition, custom activities: the definition of process elements includes element representation, function description, and related attributes. When customizing activities, define the above three aspects according to functional requirements and use them. The specifics can be determined according to the actual situation.

Sub-process activity: A sub-process activity can be a complete set of processes or a part of a set of processes. Its basic activity node combination is constructed as a commonly used process, which is convenient for reuse. The definition of sub-process activities can be constructed according to the needs of business functions, which can optimize the readability and modularization of the IVR process and provide more possibilities for the IVR process.

After the above-mentioned activities are defined, the customer service system can preset the corresponding relationship between the service and the corresponding activity, which can be set according to the actual situation. For example, the activities corresponding to the IVR service of the service query can include mixed broadcasting activities, calling number identification Menu broadcasting activities, seat transfer activities, recording activities, SQL data operation activities, etc.

Optionally, the acquiring the activities of the target IVR service between the start event and the end event includes:

Each activity of the target IVR service between the start event and the end event is obtained according to the preset correspondence between services and activities.

S203. According to the preset corresponding relationship between activities and gateways, determine the gateways corresponding to the obtained activities.

Same as above, taking the customer service system as the execution subject as an example, the customer service system can define a gateway (GateWay): define the conditions for judging activities, which are used to control the branching and aggregation of the process.

Specifically, as shown in Table 5, the function description and attributes of the gateway in an embodiment, wherein each graphic element in the following table represents a corresponding judgment activity condition.

Table 5 is a functional description and attributes of the gateway in an embodiment

After the gateway is defined above, the customer service system can preset the corresponding relationship between the activity and the corresponding gateway, which can be set according to the actual situation. For example, whether the button corresponding to the broadcast activity of the mixed menu is correct or not. Further, the customer service system determines the gateways corresponding to the obtained activities according to the above correspondence.

S204. Construct a service process corresponding to the target IVR service according to the start event, the end event, the obtained activities, and the determined gateway.

Optionally, the above method also includes:

Querying the start event in a preset start event, and querying the end event in a preset end event;

If the start event is found in the preset start event, and the end event is found in the preset end event, then check whether the determined gateway is correct according to the preset gateway setting rules;

If the gateway determined by the review is correct, then perform the step of constructing a business process corresponding to the target IVR service according to the start event, the end event, each activity obtained, and the determined gateway;

If the gateway error determined by the review, a gateway error prompt is generated, and the gateway error prompt carries the gateway setting rule.

Specifically, the preset start event may include start events corresponding to multiple IVR services, and similarly, the preset end event may include end events corresponding to multiple IVR services. If the above-mentioned start event is queried in the preset start event, and the above-mentioned end event is queried in the preset end event, it means that the start event and end event corresponding to the target IVR service are correct, and subsequent steps can be performed.

Here, the above preset gateway setting rules can be set according to the actual situation, for example, only after the mixed menu broadcast activity can be connected to "judging whether the button is correct"; "judging whether there are three consecutive errors" can only occur after "judging whether the button is correct" ; "Judge whether the query result is normal" is only used for SQL data operation activities, etc. Check whether the determined gateway is correct according to the above preset gateway setting rules. If it is correct, execute the above steps of building the business process. Otherwise, generate a gateway error prompt. The gateway error prompt can carry the above gateway setting rules, which is convenient for relevant personnel to view Revise.

The business process construction method provided by this embodiment obtains the various activities of the target IVR service between the start event and the end event by determining the start event and the end event corresponding to the target IVR service, and then according to the corresponding relationship between the preset activities and the gateway , determine the gateway corresponding to the obtained activities, and finally build the business process corresponding to the target IVR service based on the above start event, end event, obtained activities, and the determined gateway. The process configuration is simple and can effectively help relevant personnel to complete it conveniently. IVR process construction; at the same time, standardizing the IVR construction process is helpful for the realization and identification of back-end codes, as well as for subsequent data processing; in addition, the process configuration is easy to expand, making the IVR function more personalized and intelligent, and meeting the needs of existing users The diverse requirements of the IVR process enable users to obtain accurate services effectively and conveniently, improving customer service experience.

FIG. 3 is a second schematic flow diagram of the business process construction method provided by the embodiment of the present invention. On the basis of the embodiment in FIG. 2 , this embodiment describes the specific implementation process of this embodiment in detail. As shown in Figure 3, the method includes:

S301. Determine a start event and an end event corresponding to a target IVR service.

S302. Acquire activities of the target IVR service between the start event and the end event.

S303. According to the preset corresponding relationship between activities and gateways, determine the gateways corresponding to the obtained activities.

S304. Determine the obtained activity sequence of each activity according to the preset correspondence relationship between activities and activity sequences.

S305. Sort the obtained activities according to the activity sequence.

Here, the corresponding relationship between the above-mentioned preset activities and the sequence of activities can be set according to the actual situation. For example, the order of the three activities of mixed broadcasting activity, calling number identification activity, and mixed menu broadcasting activity is to mix the broadcasting activity first, and then perform the calling. Number recognition activities, and finally mixed menu broadcast activities. The customer service system can determine the obtained activity sequence of each activity according to the above relationship, and further sort the activities according to the determined activity sequence.

S306. Construct a service process corresponding to the target IVR service according to the start event, the end event, the sorted activities, and the determined gateway.

Optionally, before constructing the business process corresponding to the target IVR service according to the start event, the end event, the sorted activities, and the determined gateway, it may further include:

Check whether the sorted activities are correct according to the preset activity setting rules;

If all the activities after the review and sorting are correct, follow-up is performed; otherwise, an activity error prompt is generated, and the activity error prompt carries the activity setting rule.

Among them, the preset activity setting rules can be set according to the actual situation. For example, before the caller ID identification activity, the mixed broadcasting activity will execute the next step if the verification is correct; otherwise, a corresponding prompt will be given, which is suitable for the application.

S307. Obtain a business process adjustment instruction, where the business process adjustment instruction carries one or more of the identifier and adjustment content of an event to be adjusted, the identifier and adjustment content of an activity to be adjusted, and the identifier and adjustment content of a gateway to be adjusted.

S308. Adjust the service process corresponding to the target IVR service according to the service process adjustment instruction.

Taking the target IVR service as the query service as an example, as shown in Figure 4, a schematic diagram of the business process of a user dialing a phone to perform a query service in one embodiment. Here, the user dials the customer service hotline and enters the IVR voice process. First, a mixed voice welcome can be played. The words "Hello, welcome to call XXXX Group", and then play the mixed menu broadcast "Please press 1 for inquiries about packages, please press 2 for inquiries about historical call charges, please press 3 for inquiries about points, please press 0 for manual services, and please press 9 for relistening", the user According to the type of business required:

After pressing the "1", "2" and "3" buttons to query different types of data, the broadcast form of the query results will be fed back to the user and then hang up; select "9" to listen again; select "0" to transfer to the 001 seat Group, queue up from the 001 agent group to select an agent for manual service, and the service process needs to be recorded. If the user enters an error three times, notify the user of the error and hang up.

Specifically, the start event is that the user dials a customer service hotline, such as dialing 10050, and the mixed broadcast activity plays a welcome speech, and at the same time, the calling number identification activity identifies the number of the incoming call. After playing the welcome words, the mixed menu broadcast activity play menu prompts the user to press different keys to enter different processes. The corresponding gateway is used here. First, "judging whether the button is correct" is used to judge whether it is correct, and further "judging whether it has been wrong three times in a row" to judge whether the user has pressed the button three times incorrectly. If the user selects the query option, it will enter different SQL data operation activities, and the returned results will be broadcast through the mixed broadcast activity, and then hang up. If the user chooses to transfer to a manual agent, set the agent group through the agent group transfer activity, and after the mixed broadcast activity informs the user that "the call will be recorded", the recording activity will record, and the process flow will go to the assigned agent and hang up, and the event will end.

The business process construction method provided in this embodiment has simple process configuration and can effectively help relevant personnel to complete the IVR process construction conveniently; at the same time, standardizing the IVR construction process is helpful for the realization and identification of the back-end code and the processing of subsequent data ; In addition, the process configuration is easy to expand, making the IVR function more personalized and intelligent, meeting the diversified requirements of existing users for the IVR process, enabling users to obtain accurate services effectively and conveniently, and improving customer service experience.

FIG. 5 is a first schematic structural diagram of a business process construction device provided by an embodiment of the present invention. As shown in FIG. 5 , the business process construction device 50 includes: an event determination module 501 , an activity acquisition module 502 , a gateway determination module 503 and a business process construction module 504 .

The event determination module 501 is configured to determine a start event and an end event corresponding to the target IVR service.

An activity obtaining module 502, configured to obtain various activities of the target IVR service between the start event and the end event.

The gateway determining module 503 is configured to determine the gateway corresponding to each obtained activity according to the preset corresponding relationship between the activity and the gateway.

The business process building module 504 is configured to build a business process corresponding to the target IVR service according to the start event, the end event, the obtained activities, and the determined gateway.

The device provided in this embodiment can be used to implement the technical solution of the above method embodiment, and its implementation principle and technical effect are similar, so this embodiment will not repeat them here.

FIG. 6 is a second schematic structural diagram of a business process construction device provided by an embodiment of the present invention. As shown in Figure 6, on the basis of the embodiment in Figure 5, this embodiment also includes: an activity sequence determination module 505, an adjustment instruction acquisition module 506, a business process adjustment module 507, a time query module 508, a gateway audit module 509 and an error Prompt module 510 .

In a possible design, the activity sequence determining module 505 is configured to determine the obtained activity sequence of each activity according to a preset correspondence between activities and activity sequences.

The business process construction module 504 constructs the business process corresponding to the target IVR service according to the start event, the end event, the obtained activities, and the determined gateway, including:

Sort the obtained activities according to the order of activities;

According to the start event, the end event, the sorted activities, and the determined gateway, a service process corresponding to the target IVR service is constructed.

In a possible design, the adjustment instruction obtaining module 506 is configured to obtain a business process adjustment instruction, the business process adjustment instruction carries the identification and adjustment content of the event to be adjusted, the identification and adjustment content of the activity to be adjusted, and One or more of the identifier of the gateway to be adjusted and the adjustment content.

The service process adjustment module 507 is configured to adjust the service process corresponding to the target IVR service according to the service process adjustment instruction.

In a possible design, the activity obtaining module 502 obtains various activities of the target IVR service between the start event and the end event, including:

Each activity of the target IVR service between the start event and the end event is obtained according to the preset correspondence between services and activities.

In a possible design, the time query module 508 is configured to query the start event in a preset start event, and query the end event in a preset end event.

The gateway review module 509 is configured to check whether the determined gateway is correct.

The business process construction module 504 is further configured to construct the target IVR service correspondence according to the start event, the end event, each obtained activity, and the determined gateway if the gateway determined by the review is correct. steps of business process.

The error prompting module 510 is configured to generate a gateway error prompt if the gateway is wrong as determined by the review, and the gateway error prompt carries the gateway setting rule.

The device provided in this embodiment can be used to implement the technical solution of the above method embodiment, and its implementation principle and technical effect are similar, so this embodiment will not repeat them here.

FIG. 7 is a schematic diagram of a hardware structure of a business process construction device provided by an embodiment of the present invention. As shown in FIG. 7, the business process construction device 70 of this embodiment includes: a processor 701 and a memory 702;

memory 702, for storing computer-executable instructions;

The processor 701 is configured to execute the computer-executable instructions stored in the memory, so as to implement the various steps performed by the business process construction method in the above-mentioned embodiments. For details, refer to the related descriptions in the foregoing method embodiments.

Optionally, the memory 702 can be independent or integrated with the processor 701 .

When the memory 702 is set independently, the business process construction device further includes a bus 703 for connecting the memory 702 and the processor 701 .

An embodiment of the present invention also provides a computer-readable storage medium, where computer-executable instructions are stored in the computer-readable storage medium, and when a processor executes the computer-executable instructions, the above-mentioned business process construction method is implemented.

In the several embodiments provided by the present invention, it should be understood that the disclosed devices and methods can be implemented in other ways. For example, the device embodiments described above are only illustrative. For example, the division of the modules is only a logical function division. In actual implementation, there may be other division methods, for example, multiple modules can be combined or integrated. to another system, or some features may be ignored, or not implemented. In another point, the mutual coupling or direct coupling or communication connection shown or discussed may be through some interfaces, and the indirect coupling or communication connection of devices or modules may be in electrical, mechanical or other forms.

The modules described as separate components may or may not be physically separated, and the components shown as modules may or may not be physical units, that is, they may be located in one place, or may be distributed to multiple network units. Part or all of the modules can be selected according to actual needs to achieve the purpose of the solution of this embodiment.

In addition, each functional module in each embodiment of the present invention may be integrated into one processing unit, or each module may physically exist separately, or two or more modules may be integrated into one unit. The units formed by the above modules can be implemented in the form of hardware, or in the form of hardware plus software functional units.

The above-mentioned integrated modules implemented in the form of software function modules may be stored in a computer-readable storage medium. The above-mentioned software functional modules are stored in a storage medium, and include several instructions to enable a computer device (which may be a personal computer, server, or network device, etc.) or a processor (English: processor) to execute the functions described in various embodiments of the present application. part of the method.

It should be understood that the above-mentioned processor may be a central processing unit (Central Processing Unit, referred to as CPU), and may also be other general-purpose processors, a digital signal processor (Digital Signal Processor, referred to as DSP), an application specific integrated circuit (Application Specific Integrated Circuit, referred to as ASIC) and so on. A general-purpose processor may be a microprocessor, or the processor may be any conventional processor, or the like. The steps of the method disclosed in conjunction with the invention can be directly implemented by a hardware processor, or implemented by a combination of hardware and software modules in the processor.

The storage may include a high-speed RAM memory, and may also include a non-volatile storage NVM, such as at least one disk storage, and may also be a U disk, a mobile hard disk, a read-only memory, a magnetic disk, or an optical disk.

The bus may be an Industry Standard Architecture (Industry Standard Architecture, ISA for short) bus, a Peripheral Component Interconnect (PCI for short) bus, or an Extended Industry Standard Architecture (EISA for short) bus. The bus can be divided into address bus, data bus, control bus and so on. For ease of representation, the buses in the drawings of the present application are not limited to only one bus or one type of bus.

The above-mentioned storage medium can be realized by any type of volatile or non-volatile storage device or their combination, such as static random access memory (SRAM), electrically erasable programmable read-only memory (EEPROM), erasable In addition to programmable read-only memory (EPROM), programmable read-only memory (PROM), read-only memory (ROM), magnetic memory, flash memory, magnetic disk or optical disk. A storage media may be any available media that can be accessed by a general purpose or special purpose computer.

An exemplary storage medium is coupled to the processor such the processor can read information from, and write information to, the storage medium. Of course, the storage medium may also be a component of the processor. The processor and the storage medium may be located in application specific integrated circuits (Application Specific Integrated Circuits, ASIC for short). Of course, the processor and the storage medium can also exist in the electronic device or the main control device as discrete components.

Those of ordinary skill in the art can understand that all or part of the steps for implementing the above method embodiments can be completed by program instructions and related hardware. The aforementioned program can be stored in a computer-readable storage medium. When the program is executed, it executes the steps including the above-mentioned method embodiments; and the aforementioned storage medium includes: ROM, RAM, magnetic disk or optical disk and other various media that can store program codes.

Finally, it should be noted that: the above embodiments are only used to illustrate the technical solutions of the present invention, rather than limiting them; although the present invention has been described in detail with reference to the foregoing embodiments, those of ordinary skill in the art should understand that: It is still possible to modify the technical solutions described in the foregoing embodiments, or perform equivalent replacements for some or all of the technical features; and these modifications or replacements do not make the essence of the corresponding technical solutions deviate from the technical solutions of the various embodiments of the present invention. scope.

Claims (12)

1. a kind of operation flow construction method characterized by comprising

Determine the corresponding beginning event of target interactive voice answering IVR business and End Event；

Obtain each activity of the target IVR business between the beginning event and the End Event；

According to the corresponding relationship of preset activity and gateway, the corresponding gateway of each activity obtained is determined；

According to the beginning event, the End Event, acquisition each activity, and determine gateway, construct the target The corresponding operation flow of IVR business.

2. the method according to claim 1, wherein further include:

According to the corresponding relationship of preset activity and activity command, each movable activity command obtained is determined；

It is described according to the beginning event, the End Event, acquisition each activity, and the gateway determined, described in building The corresponding operation flow of target IVR business, comprising:

It is ranked up according to each activity of the activity command to acquisition；

According to each activity after the beginning event, the End Event, sequence, and the gateway determined, construct the mesh Mark the corresponding operation flow of IVR business.

3. the method according to claim 1, wherein further include:

Operation flow adjustment instruction is obtained, the operation flow adjustment instruction carries the mark and Suitable content of event to be adjusted, One of movable mark to be adjusted and the mark and Suitable content of Suitable content and gateway to be adjusted are a variety of；

The corresponding operation flow of the target IVR business is adjusted according to the operation flow adjustment instruction.

4. the method according to claim 1, wherein described obtain the target IVR business in the beginning thing Each activity between part and the End Event, comprising:

According to preset business and movable corresponding relationship, the target IVR business is obtained in the beginning event and the knot Each activity between beam event.

5. method as claimed in any of claims 1 to 4, which is characterized in that further include:

The beginning event is inquired in default beginning event, and inquires the End Event in default End Event；

If inquiring the beginning event in default beginning event, and the end thing is inquired in default End Event It is whether correct that the determining gateway of rule audit then is arranged according to preset gateway in part；

If audit it is determining gateway it is correct, execute it is described according to the beginning event, the End Event, acquisition each work Gateway that is dynamic, and determining, the step of constructing the target IVR business corresponding operation flow；

If auditing determining gateway mistake, gateway miscue is generated, the gateway miscue carries the gateway setting Rule.

6. a kind of operation flow constructs equipment characterized by comprising

Event determination module, for determining the corresponding beginning event of target IVR business and End Event；

Activity obtains module, each between the beginning event and the End Event for obtaining the target IVR business A activity；

Gateway determining module determines that each activity obtained is corresponding for the corresponding relationship according to preset activity and gateway Gateway；

Operation flow construct module, for according to the beginning event, the End Event, acquisition each activity, and really Fixed gateway constructs the corresponding operation flow of the target IVR business.

7. equipment according to claim 6, which is characterized in that further include:

Activity command determining module determines each work obtained for the corresponding relationship according to preset activity and activity command Dynamic activity command；

Operation flow building module according to the beginning event, the End Event, acquisition each activity, and determine Gateway, construct the corresponding operation flow of the target IVR business, comprising:

It is ranked up according to each activity of the activity command to acquisition；

According to each activity after the beginning event, the End Event, sequence, and the gateway determined, construct the mesh Mark the corresponding operation flow of IVR business.

8. equipment according to claim 6, which is characterized in that further include:

Adjustment instruction obtains module, and for obtaining operation flow adjustment instruction, the operation flow adjustment instruction carries to be adjusted In the mark and adjustment of the mark and Suitable content of event, movable mark to be adjusted and Suitable content and gateway to be adjusted One of appearance is a variety of；

Operation flow adjusts module, is used for according to the operation flow adjustment instruction to the corresponding business of the target IVR business Process is adjusted.

9. equipment according to claim 6, which is characterized in that the activity obtains module and obtains the target IVR business Each activity between the beginning event and the End Event, comprising:

According to preset business and movable corresponding relationship, the target IVR business is obtained in the beginning event and the knot Each activity between beam event.

10. equipment according to any one of claims 6 to 9, which is characterized in that further include:

Time inquiring module is inquired for inquiring the beginning event in default beginning event, and in default End Event The End Event；

Gateway auditing module, if for inquiring the beginning event in default beginning event, and in default End Event The End Event is inquired, then whether the determining gateway of rule audit is arranged according to preset gateway correct；

The operation flow constructs module, if the gateway for being also used to audit determination is correct, executes described according to the beginning thing Part, the End Event, acquisition each activity, and determine gateway, construct the corresponding Business Stream of the target IVR business The step of journey；

Miscue module, if generating gateway miscue, the gateway miscue for auditing determining gateway mistake Carry the gateway setting rule.

11. a kind of operation flow constructs equipment characterized by comprising at least one processor and memory；

The memory stores computer executed instructions；

At least one described processor executes the computer executed instructions of the memory storage, so that at least one described processing Device executes such as operation flow construction method described in any one of claim 1 to 5.

12. a kind of computer readable storage medium, which is characterized in that be stored with computer in the computer readable storage medium It executes instruction, when processor executes the computer executed instructions, realizes such as business described in any one of claim 1 to 5 Process construction method.