CN110138980B - Intelligent outbound method, device, storage medium and server - Google Patents
Intelligent outbound method, device, storage medium and server Download PDFInfo
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- CN110138980B CN110138980B CN201910297918.XA CN201910297918A CN110138980B CN 110138980 B CN110138980 B CN 110138980B CN 201910297918 A CN201910297918 A CN 201910297918A CN 110138980 B CN110138980 B CN 110138980B
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Abstract
The invention provides an intelligent outbound method, an intelligent outbound device, a storage medium and a server, wherein the method comprises the following steps: acquiring an outbound task, wherein the outbound task comprises a client identifier of a client to be outbound and a client classification identifier; acquiring the client characteristic information of the client to be called out according to the client identification; searching an initial voice script corresponding to the client classification identification from a voice script library; generating a calling voice script of the client to be called out according to the client characteristic information of the client to be called out and the initial voice script corresponding to the client classification identification; and processing the outbound task based on the call voice script. The invention can improve the efficiency of automatic outbound and enhance the customer experience.
Description
Technical Field
The invention relates to the field of intelligent calling, in particular to an intelligent outbound method, an intelligent outbound device, a storage medium and a server.
Background
With the development of the technology, the telephone call-out has realized the characteristics of rapidness, convenience and high efficiency, and meanwhile, because the telephone call-out has the natural advantages of time saving, labor saving, low cost and the like, a plurality of enterprise users establish own telephone marketing system platforms to expand and maintain clients and increase enterprise benefits. Meanwhile, the application scenes of the outgoing call are more and more, including the scenes of telemarketing, market research, customer return visit and the like. At present, an artificial intelligence customer service system based on a voice technology exists in the market, but the existing artificial intelligence customer service system calls out according to the number, the calling-out content is not different, because the personalities and the demands of different customers are different, the existing automatic calling-out cannot meet the personalities and the demands of the customers, the automatic calling-out cannot effectively touch the customers, the efficiency of the automatic calling-out is low, and the calling-out effect is poor.
Disclosure of Invention
The embodiment of the invention provides an intelligent outbound method, an intelligent outbound device, a storage medium and a server, and aims to solve the problems that the existing automatic outbound cannot meet the personality and requirements of a client, the automatic outbound cannot effectively reach the client, the efficiency of the automatic outbound is low, and the outbound effect is poor.
A first aspect of an embodiment of the present invention provides an intelligent outbound method, including:
acquiring an outbound task, wherein the outbound task comprises a client identifier of a client to be outbound and a client classification identifier;
acquiring the client characteristic information of the client to be called out according to the client identification;
searching an initial voice script corresponding to the client classification identification from a voice script library;
generating a calling voice script of the client to be called out according to the client characteristic information of the client to be called out and the initial voice script corresponding to the client classification identification;
and processing the outbound task based on the call voice script.
A second aspect of an embodiment of the present invention provides an intelligent outbound device, including:
the task obtaining unit is used for obtaining an outbound task, and the outbound task comprises a client identifier of a client to be outbound and a client classification identifier;
a characteristic information obtaining unit, configured to obtain client characteristic information of the client to be called according to the client identifier;
the initial voice script searching unit is used for searching an initial voice script corresponding to the client classification identifier from a voice script library;
the calling voice script generating unit is used for generating a calling voice script of the client to be called out according to the client characteristic information of the client to be called out and the initial voice script corresponding to the client classification identification;
and the task processing unit is used for processing the outbound task based on the calling voice script.
A third aspect of the embodiments of the present invention provides a server, including a memory and a processor, where the memory stores a computer program operable on the processor, and the processor executes the computer program to implement the following steps:
acquiring an outbound task, wherein the outbound task comprises a client identifier of a client to be outbound and a client classification identifier;
acquiring the client characteristic information of the client to be called out according to the client identification;
searching an initial voice script corresponding to the client classification identification from a voice script library;
generating a calling voice script of the client to be called out according to the client characteristic information of the client to be called out and the initial voice script corresponding to the client classification identification;
and processing the outbound task based on the call voice script.
A fourth aspect of embodiments of the present invention provides a computer-readable storage medium storing a computer program which, when executed by a processor, implements the steps of:
acquiring an outbound task, wherein the outbound task comprises a client identifier of a client to be outbound and a client classification identifier;
acquiring the client characteristic information of the client to be called out according to the client identification;
searching an initial voice script corresponding to the client classification identification from a voice script library;
generating a calling voice script of the client to be called out according to the client characteristic information of the client to be called out and the initial voice script corresponding to the client classification identification;
and processing the outbound task based on the call voice script.
In the embodiment of the invention, by acquiring the outbound task which comprises the client identification and the client classification identification of the client to be outbound, the client characteristic information of the client to be outbound is acquired according to the client identification, then the initial voice scripts corresponding to the client classification identification are searched from the voice script library, namely, the clients of different classes may correspond to different initial voice scripts, then the calling voice script of the client to be outbound is generated according to the client characteristic information of the client to be outbound and the initial voice script corresponding to the client classification identification, and finally the outbound task is processed based on the calling voice script, the scheme calls the corresponding initial voice script according to the class of the client, considers the difference of the client, generates the calling voice script special for the client according to the client characteristic information, and meets the individual requirements of the client, the efficiency of automatic outbound can be improved, and customer experience is enhanced.
Drawings
In order to more clearly illustrate the technical solutions in the embodiments of the present invention, the drawings needed to be used in the embodiments or the prior art descriptions will be briefly described below, and it is obvious that the drawings in the following description are only some embodiments of the present invention, and it is obvious for those skilled in the art to obtain other drawings based on these drawings without inventive exercise.
Fig. 1 is a flowchart of an implementation of an intelligent outbound method according to an embodiment of the present invention;
fig. 2 is a flowchart of a specific implementation of the intelligent outbound method S104 according to the embodiment of the present invention;
fig. 3 is a flowchart of a specific implementation of the intelligent outbound method S105 according to the embodiment of the present invention;
fig. 4 is a flowchart of another specific implementation of the intelligent outbound method S105 according to the embodiment of the present invention;
fig. 5 is a block diagram of an intelligent outbound device according to an embodiment of the present invention;
fig. 6 is a schematic diagram of a server provided in an embodiment of the present invention.
Detailed Description
In order to make the objects, features and advantages of the present invention more obvious and understandable, the technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the accompanying drawings in the embodiments of the present invention, and it is obvious that the embodiments described below are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
Fig. 1 shows an implementation process of the intelligent outbound method provided by the embodiment of the present invention, where the method process includes steps S101 to S105. The specific realization principle of each step is as follows:
s101: and acquiring an outbound task, wherein the outbound task comprises a client identifier of a client to be outbound and a client classification identifier.
The outbound task refers to a task of the server executing the intelligent automatic outbound client. The outbound task comprises a client identifier and a classification identifier of a client to be outbound, the client identifier is used for identifying the client, the client identifier can be a client number, the client classification identifier is used for identifying the category to which the client belongs, the number and the category of the client category can be preset by self-definition, and the outbound task can be obtained through big data statistics and induction.
Optionally, in this embodiment of the present invention, before step S101, classifying the customers according to the specified customer feature information is further included. The specified customer characteristic information includes one or more of customer source, customer age bracket, and customer type. Wherein the client types include general clients and key clients. The customer source includes the address (or IP address) of the customer, the identification of the corresponding operator of the customer, or the channel to which the customer joins. Specifically, if the specified customer characteristic information is one type, such as customer source, then the customers from the same customer source are classified into one type, and at this time, the customer classification identifier is used to identify the customer source. If the designated client characteristic information is more than one, illustratively, the designated client characteristic information includes a client source and a client age, that is, the clients are classified according to the client source first, and the clients from the same source are further classified again according to the client age, that is, the client classification identifier includes a primary classification identifier and a secondary classification identifier, the primary classification identifier is used for identifying the client source, and the secondary classification identifier is used for identifying the age bracket to which the client belongs. Wherein, the age groups are divided in advance.
S102: and acquiring the customer characteristic information of the customer waiting for the outbound call according to the customer identification.
Specifically, the server stores the collected client characteristic information in a client characteristic information base, and searches the corresponding client characteristic information from the client characteristic information base according to the client identification of the client to be called. The customer characteristic information comprises customer characteristic information such as customer name, age, address and the like.
S103: and searching an initial voice script corresponding to the client classification identification from a voice script library.
In particular, the initial voice script may be implemented using voice extensible markup language (VXML). The initial voice script is a voice conversation conforming to business requirements and comprises basic contents needing marketing promotion introduction. Different classification labels differ in the phonetic transcriptions in the initial voice script. For example, for age-categorized customers, the corresponding initial voice scripts differ for customers of different ages.
S104: and generating the calling voice script of the client to be called out according to the client characteristic information of the client to be called out and the initial voice script corresponding to the client classification identification.
In the embodiment of the present invention, the voice script is an editable document, that is, the calling voice script of the client to be called out is generated by editing the initial voice script, and specifically, the calling voice script specific to the client to be called out is generated according to the initial voice script corresponding to the client characteristic information of the client to be called out and the client classification identifier of the client to be called out.
Optionally, the basic unit of voice script editing includes a title item and a dialect item. The value of the phonetics item is composed of one or more phonetics which support both system voice and recorded voice. In the embodiment of the invention, the calling voice script of the client to be called out can be generated by editing the title item in the initial voice script according to the name and the gender of the client to be called out.
As an embodiment of the present invention, as shown in fig. 2, the S104 specifically includes:
a1: and searching whether a historical call record corresponding to the client identification of the client to be called out exists from a historical call record library. Specifically, whether the client to be called out is a new client or an old client is judged by searching whether a historical call record corresponding to the client identification exists in a historical call record library. If the history call record corresponding to the client identification exists in the history call record library, the client to be called out is an old client, otherwise, if the history call record corresponding to the client identification cannot be searched in the history call record library, the client to be called out is a new client. The historical call record comprises historical voice scripts executed when the client to be called out is called out in a historical mode.
A2: and if the historical call record corresponding to the client identification of the client to be called out exists, acquiring the historical voice script of the client to be called out from the historical call record corresponding to the client identification of the client to be called out.
A3: and generating a calling voice script of the client to be called out according to the client characteristic information of the client to be called out, the historical voice script and the initial voice script corresponding to the client classification identification. Specifically, the title item of the initial voice script is edited according to the client characteristic information, the dialect item of the initial voice script is edited according to the historical voice script, and the calling voice script special for the client to be called is generated after the initial voice script is edited by the title item and the dialect item.
Optionally, if more than one historical voice script is corresponding to the client identifier of the outbound client in the historical outbound record, the historical voice script of the latest outbound is obtained, or the historical voice script of the latest outbound and having the longest connection time is obtained.
S105: and processing the outbound task based on the call voice script.
In the embodiment of the invention, the intelligent outbound is executed by executing the calling voice script of the client to be outbound in the outbound task. Specifically, the calling voice script comprises the number of the client to be called out, the server automatically dials the number of the client to be called out according to the number in the calling voice script, and after the call is connected, the speech operation in the calling voice script is executed to perform voice conversation with the client to be called out. And the server detects the key information or the voice information of the client to be called out by acquiring the mobile equipment of the client to be called out and executes the dialect corresponding to the key information or the voice information in the calling voice script.
Optionally, as an embodiment of the present invention, as shown in fig. 3, the step S105 further includes:
b1: and when the calling voice script is executed, detecting the voice information of the client waiting for the outgoing call.
B2: and converting the detected voice information into an information text.
B3: and if the specified keyword exists in the information text, the intelligent outbound call is forwarded to the manual customer service.
In the embodiment of the invention, when the calling voice script corresponding to the client identification of the client waiting for outbound is executed, the voice playing in the calling voice script is played to the client waiting for outbound, the voice information of the client waiting for outbound is detected in real time, the detected voice information is converted into the information text, and the intelligent outbound is forwarded to the artificial customer service according to the keywords in the information text, so that the artificial customer service can effectively solve the problem of the client waiting for outbound in time and enhance the experience of the client. Optionally, the executing the speech dialogue between the speech script and the client to be called out not only includes playing speech to the client to be called out according to the speech in the speech script, but also includes acquiring the speech of the client to be called out, converting the speech into an information text, and determining whether to access an artificial customer service according to a keyword in the information text.
Optionally, as an embodiment of the present invention, the step S105 further includes: and acquiring the outbound strategy of the client to be outbound. And executing the calling voice script according to the outbound strategy, and intelligently outbound the client to be outbound in the outbound task.
Specifically, the outbound policy includes the time and period for executing the call voice script. In this embodiment, the outbound clients include new clients and old clients. And if the client to be called out is a new client, executing the calling voice script corresponding to the client to be called out according to a preset calling-out strategy. The preset outbound strategy comprises the appointed time and period for executing the calling voice script. If the client to be called out is an old client, obtaining the historical calling-out record of the client according to the client identification, and determining the calling-out strategy of the client to be called out according to the historical calling-out record. The historical outbound record comprises historical labels of the clients to be outbound when the historical outbound is outbound, illustratively, the type A clients are clients with good communication and sufficient information, a 24-hour direct outbound mode is adopted, the type B clients are clients with poor communication and insufficient information, the type B clients are clients with poor communication, outbound on working days is adopted, and the problem is seamlessly transferred to manual service historical client information.
As an embodiment of the present invention, as shown in fig. 4, the intelligent outbound has a parallel outbound number limit, and the step S105 specifically includes:
c1: and if the number of the clients to be called out, which need to execute the calling out at the same time in the calling out task, exceeds the limit value of the number of the parallel calling out, acquiring the priority degree of the clients to be called out. The priority of the client to be called out is used for identifying the level of the client to be called out. Optionally, the outbound task includes a service identifier associated with the outbound client, and the obtaining the priority of the outbound client specifically includes:
c11: and acquiring the historical outbound times of the customer to be outbound and the connection duration of each historical outbound according to the customer identification of the customer to be outbound.
C12: and acquiring the service priority corresponding to the service identifier associated with the client to be called out. The service priority is preset for the service.
C13: and determining the priority degree of the client to be called out according to the type of the client to which the client to be called out belongs, the service priority, the historical calling-out times and the connection duration of each historical calling-out.
Specifically, a client type score table is established in advance, and the client type score table comprises a mapping relation between a client type and a basic score. Determining the priority of the outbound client according to the following formula:
wherein, tau represents the client type, and the client type of the ith client to be called out is looked up according to the client type score tableBasic score for τi,τ，prii,sRepresenting the service priority corresponding to the service identifier s associated with the ith client to be called out, wherein m is a positive integer, m represents the historical calling out times of the ith client to be called out in the historical calling out record, and Timei,jAnd the connection duration of the jth historical outbound of the ith customer to be outbound is shown.
C2: and sequencing the outbound clients needing to execute outbound at the same time according to the priority degrees of the outbound clients from high to low.
C3: and sequentially selecting the clients to be outbound which do not exceed the limit value of the parallel outbound number according to the sequencing result. For example, if the magnitude of the parallel outbound number is 20, 20 outbound clients are selected from the outbound clients sorted according to the priority.
C4: and intelligently calling out the selected client to be called out based on the calling voice script.
In the embodiment of the invention, the clients to be called out which need to be called out at the same time are sorted according to the priority degree of the clients to be called out and the clients to be called out which do not exceed the limit value of the number of the parallel calls out are selected according to the sorting result to carry out the intelligent call out, so that the efficiency of the server for processing the intelligent call out can be improved.
In the embodiment of the invention, by acquiring the outbound task which comprises the client identification and the client classification identification of the client to be outbound, the client characteristic information of the client to be outbound is acquired according to the client identification, then the initial voice scripts corresponding to the client classification identification are searched from the voice script library, namely, the clients of different classes may correspond to different initial voice scripts, then the calling voice script of the client to be outbound is generated according to the client characteristic information of the client to be outbound and the initial voice script corresponding to the client classification identification, and finally the outbound task is processed based on the calling voice script, the scheme calls the corresponding initial voice script according to the class of the client, considers the difference of the client, generates the calling voice script special for the client according to the client characteristic information, and meets the individual requirements of the client, the efficiency of automatic outbound can be improved, and customer experience is enhanced.
It should be understood that, the sequence numbers of the steps in the foregoing embodiments do not imply an execution sequence, and the execution sequence of each process should be determined by its function and inherent logic, and should not constitute any limitation to the implementation process of the embodiments of the present invention.
Corresponding to the intelligent outbound method described in the foregoing embodiments, fig. 5 shows a structural block diagram of the intelligent outbound device provided in the embodiments of the present application, and for convenience of description, only the parts related to the embodiments of the present application are shown.
Referring to fig. 5, the intelligent outbound device includes: a task obtaining unit 51, a feature information obtaining unit 52, an initial voice script searching unit 53, a calling voice script generating unit 54, and a task processing unit 55, wherein:
a task obtaining unit 51, configured to obtain an outbound task, where the outbound task includes a client identifier of a client to be outbound and a client classification identifier;
a feature information obtaining unit 52, configured to obtain, according to the client identifier, client feature information of the client waiting for the outgoing call;
an initial voice script searching unit 53, configured to search an initial voice script corresponding to the client classification identifier from a voice script library;
a calling voice script generating unit 54, configured to generate a calling voice script of the client to be called out according to the client feature information of the client to be called out and the initial voice script corresponding to the client classification identifier;
a task processing unit 55, configured to process the outbound task based on the call voice script.
Optionally, the call voice script generating unit 54 includes:
the historical call record searching module is used for searching whether a historical call record corresponding to the client identifier of the client to be called out exists in a historical call record library;
a historical voice script obtaining module, configured to obtain a historical voice script of the client to be called out from a historical call record corresponding to the client identifier of the client to be called out if the historical call record corresponding to the client identifier of the client to be called out exists;
and the calling voice script generating module is used for generating the calling voice script of the client to be called out according to the client characteristic information of the client to be called out, the historical voice script and the initial voice script corresponding to the client classification identifier.
Optionally, there is a parallel outbound number limit for the intelligent outbound, and the task processing unit 55 includes:
a priority degree obtaining module, configured to obtain a priority degree of the outbound client if the number of outbound clients that need to execute an outbound at the same time in the outbound task exceeds the parallel outbound number limit;
the client to be called out ranks the module, is used for ordering the client to be called out who needs to carry out the calling out at the same time according to the priority of the client to be called out from high to low;
the client-to-be-outbound selection module is used for sequentially selecting the clients to be outbound which do not exceed the limit value of the number of the parallel outbound according to the sequencing result;
and the intelligent outbound module is used for intelligently outbound the selected customer to be outbound based on the calling voice script.
Optionally, the outbound task includes a service identifier associated with the client to be outbound, and the priority obtaining module includes:
the historical outbound information acquisition submodule is used for acquiring the historical outbound times of the client to be outbound and the connection duration of each historical outbound according to the client identification of the client to be outbound;
a service priority obtaining submodule, configured to obtain a service priority corresponding to a service identifier associated with the client to be called;
and the priority degree determining submodule is used for determining the priority degree of the client to be called out according to the type of the client to which the client to be called out belongs, the service priority, the historical calling-out times and the connection duration of each historical calling-out.
Optionally, the priority level determining sub-module specifically includes:
the mapping relation establishing submodule is used for establishing a client type score table in advance, and the client type score table comprises a mapping relation between a client type and a basic score;
the priority sub-module is used for determining the priority of the client to be called out according to the following formula:
wherein, τ represents the customer type, and the basic score corresponding to the customer type τ of the ith customer to be called is searched according to the customer type score tablei,τ，prii,sRepresenting the service priority corresponding to the service identifier s associated with the ith client to be called out, wherein m is a positive integer, m represents the historical calling out times of the ith client to be called out in the historical calling out record, and Timei,jAnd the connection duration of the jth historical outbound of the ith customer to be outbound is shown.
Optionally, the task processing unit 55 further includes:
the voice detection module is used for detecting the voice information of the client waiting for the outgoing call when the calling voice script is executed;
the text conversion module is used for converting the detected voice information into an information text;
and the manual forwarding module is used for forwarding the intelligent outbound to the manual customer service if the specified keywords exist in the information text.
In the embodiment of the invention, by acquiring the outbound task which comprises the client identification and the client classification identification of the client to be outbound, the client characteristic information of the client to be outbound is acquired according to the client identification, then the initial voice scripts corresponding to the client classification identification are searched from the voice script library, namely, the clients of different classes may correspond to different initial voice scripts, then the calling voice script of the client to be outbound is generated according to the client characteristic information of the client to be outbound and the initial voice script corresponding to the client classification identification, and finally the outbound task is processed based on the calling voice script, the scheme calls the corresponding initial voice script according to the class of the client, considers the difference of the client, generates the calling voice script special for the client according to the client characteristic information, and meets the individual requirements of the client, the efficiency of automatic outbound can be improved, and customer experience is enhanced.
Fig. 6 is a schematic diagram of a server according to an embodiment of the present invention. As shown in fig. 6, the server 6 of this embodiment includes: a processor 60, a memory 61 and a computer program 62, such as an intelligent call-out program, stored in said memory 61 and executable on said processor 60. The processor 60, when executing the computer program 62, implements the steps in the various intelligent outbound method embodiments described above, such as steps 101 through 105 shown in fig. 1. Alternatively, the processor 60, when executing the computer program 62, implements the functions of the modules/units in the above-mentioned device embodiments, such as the functions of the units 51 to 55 shown in fig. 5.
Illustratively, the computer program 62 may be partitioned into one or more modules/units that are stored in the memory 61 and executed by the processor 60 to implement the present invention. The one or more modules/units may be a series of computer program instruction segments capable of performing specific functions, which are used to describe the execution of the computer program 62 in the server 6.
The server 6 may be a desktop computer, a notebook, a palm computer, a cloud server, or other computing devices. The server may include, but is not limited to, a processor 60, a memory 61. Those skilled in the art will appreciate that fig. 6 is merely an example of a server 6 and does not constitute a limitation of the server 6, and may include more or fewer components than shown, or some components in combination, or different components, e.g., the server may also include input output devices, network access devices, buses, etc.
The Processor 60 may be a Central Processing Unit (CPU), other general purpose Processor, a Digital Signal Processor (DSP), an Application Specific Integrated Circuit (ASIC), an off-the-shelf Programmable Gate Array (FPGA) or other Programmable logic device, discrete Gate or transistor logic device, discrete hardware component, etc. A general purpose processor may be a microprocessor or the processor may be any conventional processor or the like.
The memory 61 may be an internal storage unit of the server 6, such as a hard disk or a memory of the server 6. The memory 61 may also be an external storage device of the server 6, such as a plug-in hard disk, a Smart Media Card (SMC), a Secure Digital (SD) Card, a Flash memory Card (Flash Card) and the like provided on the server 6. Further, the memory 61 may also include both an internal storage unit of the server 6 and an external storage device. The memory 61 is used for storing the computer program and other programs and data required by the server. The memory 61 may also be used to temporarily store data that has been output or is to be output.
In addition, functional units in the embodiments of the present invention may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit. The integrated unit can be realized in a form of hardware, and can also be realized in a form of a software functional unit.
The integrated modules/units, if implemented in the form of software functional units and sold or used as separate products, may be stored in a computer readable storage medium. Based on such understanding, all or part of the flow of the method according to the embodiments of the present invention may also be implemented by a computer program, which may be stored in a computer-readable storage medium, and when the computer program is executed by a processor, the steps of the method embodiments may be implemented. Wherein the computer program comprises computer program code, which may be in the form of source code, object code, an executable file or some intermediate form, etc. The computer-readable medium may include: any entity or device capable of carrying the computer program code, recording medium, usb disk, removable hard disk, magnetic disk, optical disk, computer Memory, Read-Only Memory (ROM), Random Access Memory (RAM), electrical carrier wave signals, telecommunications signals, software distribution medium, and the like. It should be noted that the computer readable medium may contain content that is subject to appropriate increase or decrease as required by legislation and patent practice in jurisdictions, for example, in some jurisdictions, computer readable media does not include electrical carrier signals and telecommunications signals as is required by legislation and patent practice.
The above-mentioned embodiments are only used for illustrating the technical solutions of the present invention, and not for limiting the same; although the present invention has been described in detail with reference to the foregoing embodiments, it will be understood by those of ordinary skill in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some technical features may be equivalently replaced; such modifications and substitutions do not substantially depart from the spirit and scope of the embodiments of the present invention, and are intended to be included within the scope of the present invention.
Claims (6)
1. An intelligent outbound method, comprising:
acquiring an outbound task, wherein the outbound task comprises a client identifier of a client to be outbound and a client classification identifier;
acquiring the client characteristic information of the client to be called out according to the client identification;
searching an initial voice script corresponding to the client classification identification from a voice script library;
generating a calling voice script of the client to be called out according to the client characteristic information of the client to be called out and the initial voice script corresponding to the client classification identification;
processing the outbound task based on the call voice script; specifically, the intelligent outbound has a parallel outbound number limit, and the processing of the outbound task based on the call voice script includes:
if the number of the clients to be called out, which need to execute the calling out at the same time in the calling out task, exceeds the limit value of the number of the parallel calling out, the priority degree of the clients to be called out is obtained; sorting the outgoing call clients needing to execute outgoing calls at the same time according to the priority degrees of the outgoing call clients from high to low; sequentially selecting the clients to be outbound which do not exceed the limit value of the number of the parallel outbound according to the sequencing result; carrying out intelligent outbound on the selected customer to be outbound based on the calling voice script;
the method for obtaining the priority degree of the client to be called out comprises the following steps that the task to be called out comprises a service identifier associated with the client to be called out, and the step of obtaining the priority degree of the client to be called out comprises the following steps: acquiring the historical outbound times of the customer to be outbound and the connection duration of each historical outbound according to the customer identification of the customer to be outbound; acquiring a service priority corresponding to the service identifier associated with the client to be called out; determining the priority degree of the client to be called out according to the type of the client to which the client to be called out belongs, the service priority, the historical calling-out times and the connection duration of each historical calling-out, specifically, pre-establishing a client type score table, wherein the client type score table comprises the mapping relation between the client type and the basic score; determining the priority of the outbound client according to the following formula:
wherein, τ represents the customer type, and the basic score corresponding to the customer type τ of the ith customer to be called is searched according to the customer type score tablei,τ，prii,sRepresenting the service priority corresponding to the service identifier s associated with the ith client to be called out, wherein m is a positive integer, m represents the historical calling out times of the ith client to be called out in the historical calling out record, and Timei,jTo representAnd the connection duration of the jth historical outbound of the ith customer waiting for outbound.
2. The intelligent outbound method according to claim 1, wherein the generating the calling voice script of the customer to be outbound according to the initial voice script corresponding to the customer classification identifier and the customer characteristic information of the customer to be outbound comprises:
searching whether a historical call record corresponding to the customer identification of the customer waiting for outbound exists from a historical call record library;
if the historical call record corresponding to the client identification of the client to be called out exists, acquiring the historical voice script of the client to be called out from the historical call record corresponding to the client identification of the client to be called out;
and generating a calling voice script of the client to be called out according to the client characteristic information of the client to be called out, the historical voice script and the initial voice script corresponding to the client classification identification.
3. The intelligent outbound method of claim 1 wherein said processing said outbound task based on said call voice script further comprises:
when the calling voice script is executed, detecting the voice information of the client waiting for the outgoing call;
converting the detected voice information into an information text;
and if the specified keyword exists in the information text, the intelligent outbound call is forwarded to the manual customer service.
4. An intelligent outbound device, the intelligent outbound device comprising:
the task obtaining unit is used for obtaining an outbound task, and the outbound task comprises a client identifier of a client to be outbound and a client classification identifier;
a characteristic information obtaining unit, configured to obtain client characteristic information of the client to be called according to the client identifier;
the initial voice script searching unit is used for searching an initial voice script corresponding to the client classification identifier from a voice script library;
the calling voice script generating unit is used for generating a calling voice script of the client to be called out according to the client characteristic information of the client to be called out and the initial voice script corresponding to the client classification identification;
the task processing unit is used for processing the outbound task based on the calling voice script;
the intelligent outbound has a parallel outbound quantity limit value, and the task processing unit comprises:
a priority degree obtaining module, configured to obtain a priority degree of the outbound client if the number of outbound clients that need to execute an outbound at the same time in the outbound task exceeds the parallel outbound number limit;
the client to be called out ranks the module, is used for ordering the client to be called out who needs to carry out the calling out at the same time according to the priority of the client to be called out from high to low;
the client-to-be-outbound selection module is used for sequentially selecting the clients to be outbound which do not exceed the limit value of the number of the parallel outbound according to the sequencing result;
the intelligent outbound module is used for intelligently outbound the selected customer to be outbound based on the calling voice script;
the outbound task comprises a service identifier associated with the client to be outbound, and the priority degree acquisition module comprises:
the historical outbound information acquisition submodule is used for acquiring the historical outbound times of the client to be outbound and the connection duration of each historical outbound according to the client identification of the client to be outbound;
a service priority obtaining submodule, configured to obtain a service priority corresponding to a service identifier associated with the client to be called;
the priority degree determining submodule is used for determining the priority degree of the client to be called out according to the type of the client to which the client to be called out belongs, the service priority, the historical calling-out times and the connection duration of each historical calling-out; specifically, the priority level determination sub-module specifically includes:
the mapping relation establishing submodule is used for establishing a client type score table in advance, and the client type score table comprises a mapping relation between a client type and a basic score;
the priority sub-module is used for determining the priority of the client to be called out according to the following formula:
wherein, τ represents the customer type, and the basic score corresponding to the customer type τ of the ith customer to be called is searched according to the customer type score tablei,τ，prii,sRepresenting the service priority corresponding to the service identifier s associated with the ith client to be called out, wherein m is a positive integer, m represents the historical calling out times of the ith client to be called out in the historical calling out record, and Timei,jAnd the connection duration of the jth historical outbound of the ith customer to be outbound is shown.
5. A computer-readable storage medium, in which a computer program is stored which, when being executed by a processor, carries out the steps of the intelligent outbound method of any one of claims 1 to 3.
6. A server comprising a memory, a processor and a computer program stored in the memory and executable on the processor, characterized in that the processor implements the steps of the intelligent callout method according to any one of claims 1 to 3 when executing the computer program.
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| CN111353765A (en) * | 2020-03-31 | 2020-06-30 | 中国工商银行股份有限公司 | Outbound method and device based on data mining |
| CN111787170A (en) * | 2020-06-17 | 2020-10-16 | 北京捷通华声科技股份有限公司 | Outbound call processing method and device |
| CN111967885A (en) * | 2020-08-18 | 2020-11-20 | 中国银行股份有限公司 | Intelligent outbound call processing method and device |
| CN113282735A (en) * | 2021-06-28 | 2021-08-20 | 中国平安人寿保险股份有限公司 | Client thread processing method, device, equipment and storage medium |
| CN114500757A (en) * | 2022-01-07 | 2022-05-13 | 马上消费金融股份有限公司 | Voice interaction method and device, computer equipment and storage medium |
| CN117714603B (en) * | 2024-02-01 | 2024-04-30 | 济南云上电子科技有限公司 | Outbound method, outbound device and readable storage medium |
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