CN107786757B - Bank card business parameter regulation means and device - Google Patents
Bank card business parameter regulation means and device Download PDFInfo
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- CN107786757B CN107786757B CN201710088412.9A CN201710088412A CN107786757B CN 107786757 B CN107786757 B CN 107786757B CN 201710088412 A CN201710088412 A CN 201710088412A CN 107786757 B CN107786757 B CN 107786757B
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/527—Centralised call answering arrangements not requiring operator intervention
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/65—Aspects of automatic or semi-automatic exchanges related to applications where calls are combined with other types of communication
- H04M2203/652—Call initiation triggered by text message
Abstract
The present invention relates to a kind of bank card business parameter regulation means, specifically comprise the following steps: the bank card business dealing data flow for monitoring user；The transaction data for having Fail Transaction field in the Trade Data Stream is screened, generates the corresponding automatic outer call task of the transaction data that each of filters out, wherein the automatic outer call task includes type of service to be adjusted and outgoing call user information；Priority ranking is carried out to the automatic outer call task of generation, generates the grade list of automatic outer call elder generation；The automatic outer call task in the automatic outer call priority list is orderly read, and calls external user terminal indicated by the outgoing call user information in the automatic outer call task；When the talkthrough with the external user terminal, the corresponding IVR self-assisted voice response program of type of service to be adjusted described in the automatic outer call business is played, to carry out the adjustment of corresponding service parameter.The above method can make service parameter adjustment much sooner.
Description
Technical field
The present invention relates to fields of communication technology, more particularly to a kind of bank card business parameter regulation means and device.
Background technique
People using bank card (such as deposit card, credit card) when being consumed, often due to bank card volume
Degree deficiency/password mistake/un-activation/it is more than that the limitation of the service parameters such as the Monthly Sum Limit of customization leads to Fail Transaction, and then cannot purchase
Buy well-chosen article.
It is traditional, when encounter due to bank card business parameter setting limits and cause to swipe the card failure when, it usually needs user
Oneself dial the service parameter of bank's service calls adjustment setting.User requires to look up bank's service calls, what consulting to be handled
Business.It is time-consuming and laborious, timeliness is poor.
Summary of the invention
Based on this, it is necessary to for above-mentioned problem, provide a kind of bank that service parameter can be made to adjust much sooner
Card parameter transaction method of adjustment and device.
A kind of bank card business parameter regulation means, which comprises
Monitor the bank card business dealing data flow of user；
The transaction data for having Fail Transaction field in the Trade Data Stream is screened, generates and each of filters out the friendship
The corresponding automatic outer call task of easy data, wherein the automatic outer call task includes type of service to be adjusted and outgoing call user letter
Breath；
Priority ranking is carried out to the automatic outer call task of generation, generates automatic outer call priority list；
The automatic outer call task in the automatic outer call priority list is orderly read, and calls the automatic outer call
External user terminal indicated by the outgoing call user information in task；
When the talkthrough with the external user terminal, business to be adjusted described in the automatic outer call business is played
The corresponding IVR self-assisted voice response program of type, to carry out the adjustment of corresponding service parameter.
In one embodiment, the automatic outer call task of described pair of generation carries out priority ranking, generates automatic outer
The step of exhaling priority list, comprising:
The priority of the automatic outer call task is calculated according to the type of service to be adjusted and the outgoing call user information
Scoring；
Priority ranking is carried out to the automatic outer call task according to the scoring of the priority of calculating, generates automatic outer call
Priority list, wherein the priority scoring is higher, and the sequence in the automatic outer call priority list is more forward.
In one embodiment, described when the talkthrough with the external user terminal, play the automatic outer call
Type of service to be adjusted described in business corresponding IVR self-assisted voice response program, to carry out the adjustment of corresponding service parameter
Step, comprising:
When the talkthrough with the external user terminal, a section voice broadcast is brought in broadcasting into；
The response message for monitoring the external user terminal feedback, if the response message is audio response message, for
IVR self-assisted voice response program under the external user terminal access intelligent sound mode；If the response message is key
Response message accesses the IVR self-assisted voice response program under keystroke pattern then for the external user terminal；
Wherein, the IVR self-assisted voice response program under the intelligent sound mode has the first interaction flow and can be into
Row speech recognition, the IVR self-assisted voice response program under the keystroke pattern have the second interaction flow and are able to carry out key
Identification.
In one embodiment, in the response message for monitoring the external user terminal feedback, if the response is believed
Breath is audio response message, then the IVR self-assisted voice response program under intelligent sound mode is accessed for the external user terminal；
If the response message is key response message, the IVR self-assisted voice under keystroke pattern is accessed for the external user terminal
After the step of response program, further includes:
In self-service interactive process, monitor the response message of external user terminal feedback information type whether with work as
The mode of the IVR self-assisted voice response program of preceding access is consistent, if it is not, then switching the IVR self-assisted voice response journey
The mode of sequence, and the identification of the response message is carried out using the IVR self-assisted voice response program after switching, until business
Parameter adjustment is completed.
In one embodiment, when the talkthrough with the external user terminal, the automatic outer call industry is played
The corresponding IVR self-assisted voice response program of type of service to be adjusted described in business, to carry out the step of the adjustment of corresponding service parameter
After rapid, further includes:
After calling through words outside, each described automatic outer call is marked according to the message registration of the automatic outer call task
The task status of task, wherein the task status includes success status and non-successful state；
Obtain the priority scoring of the automatic outer call task of the non-successful state；
The automatic outer call task that priority scoring is greater than preset threshold is transferred to manual calling platform and carries out people
Work outgoing call.
A kind of bank card business parameter adjustment controls, described device include:
Transaction data monitoring module, for monitoring the bank card business dealing data flow of user；
Automatic outer call task generation module, for screening the number of deals for having Fail Transaction field in the Trade Data Stream
According to generating the corresponding automatic outer call task of the transaction data that each of filters out, wherein the automatic outer call task include to
Adjust type of service and outgoing call user information；
It is preferential to generate automatic outer call for carrying out priority ranking to the automatic outer call task of generation for sorting module
Grade list；
Outgoing call module for orderly reading the automatic outer call task in the automatic outer call priority list, and is exhaled
It is external user terminal indicated by the outgoing call user information in the automatic outer call task；
The self-service interactive module of IVR, for playing the automatic outer call when the talkthrough with the external user terminal
The corresponding IVR self-assisted voice response program of type of service to be adjusted described in business, to carry out the adjustment of corresponding service parameter.
In one embodiment, the sorting module is also used to be used according to the type of service to be adjusted and the outgoing call
Family information calculates the priority scoring of the automatic outer call task；It is scored according to the priority of calculating to the automatic outer call
Task carries out priority ranking, generates automatic outer call priority list, wherein the priority scoring is higher, described automatic
Sequence in outgoing call priority list is more forward.
In one embodiment, the self-service interactive module of the IVR, comprising:
A section voice playing module is brought into, for when the talkthrough with the external user terminal, a section language to be brought in broadcasting into
Sound casting；
IVR mode determining module, for monitoring the response message of the external user terminal feedback, if the response message
It is audio response message, then accesses the IVR self-assisted voice response program under intelligent sound mode for the external user terminal；If
The response message is key response message, then the IVR self-assisted voice accessed under keystroke pattern for the external user terminal is answered
Answer program；
Wherein, the IVR self-assisted voice response program under the intelligent sound mode has the first interaction flow and can be into
Row speech recognition, the IVR self-assisted voice response program under the keystroke pattern have the second interaction flow and are able to carry out key
Identification.
In one embodiment, the self-service interactive module of the IVR, further includes:
IVR mode switching module, in self-service interactive process, monitoring the response letter of the external user terminal feedback
Whether the information type of breath is consistent with the mode for the IVR self-assisted voice response program being currently accessed, if it is not, then switching institute
The mode of IVR self-assisted voice response program is stated, and carries out the response using the IVR self-assisted voice response program after switching
The identification of information, until service parameter adjustment is completed.
In one embodiment, described device further include:
Task status mark module, after calling through words outside, according to the message registration of the automatic outer call task
Mark the task status of each automatic outer call task, wherein the task status includes success status and non-successful shape
State；
Manual calling module is commented for obtaining the priority of the automatic outer call task of the non-successful state
Point, it is artificial outer that the automatic outer call task that priority scoring is greater than preset threshold is transferred to the progress of manual calling platform
It exhales.
Above-mentioned bank card business parameter regulation means and device, by monitoring the bank card business dealing data flow of user, screening
The transaction data of Fail Transaction out, and automatic outer call task is generated according to the transaction data of Fail Transaction, to the automatic outer of generation
It exhales task to carry out priority ranking, orderly carries out outgoing call according to priority ranking, outgoing call task is effectively ensured and is orderly located in time
Reason.After outgoing call talkthrough, it is self-service that corresponding IVR is accurately accessed by the type of service to be adjusted determined in automatic outer call task
Voice answer-back program, and then pass through the self-service adjustment of IVR self-assisted voice response program progress service parameter.Appointed by automatic outer call
Business can automatically select out corresponding IVR self-assisted voice response program, and service parameter adjustment is efficient much sooner.
Detailed description of the invention
Fig. 1 is the applied environment figure of bank card business parameter regulation means in one embodiment；
Fig. 2 is the schematic diagram of internal structure of control server in one embodiment；
Fig. 3 is the flow chart of bank card business parameter regulation means in one embodiment；
Fig. 4 is to carry out priority ranking to the automatic outer call task of generation in one embodiment, generates automatic outer call
Flow chart involved in priority list step；
Fig. 5 is after connecting external user terminal in one embodiment, into flow chart involved in self-assisted voice response；
Fig. 6 is after connecting external user terminal in another embodiment, into flow chart involved in self-assisted voice response；
Fig. 7 is the flow chart of bank card business parameter regulation means in another embodiment；
Fig. 8 is the structural block diagram of bank card business parameter adjustment controls in one embodiment；
Fig. 9 is the structural block diagram of the self-service interactive module of IVR in one embodiment；
Figure 10 is the structural block diagram of the self-service interactive module of IVR in another embodiment；
Figure 11 is the structural block diagram of bank card business parameter adjustment controls in another embodiment.
Specific embodiment
In order to make the objectives, technical solutions, and advantages of the present invention clearer, with reference to the accompanying drawings and embodiments, right
The present invention is further elaborated.It should be appreciated that the specific embodiments described herein are merely illustrative of the present invention, and
It is not used in the restriction present invention.
As shown in Figure 1, in one embodiment, providing a kind of application environment of bank card business parameter regulation means
Figure, which includes control server 110, OCS server 120 and ivr server 130, wherein OCS (Overseas
Courier Service online charging system) for establishing talking path, outgoing call external user terminal with external user terminal.
After OCS establishes the talking path with external user terminal, by access IVR, (Interactive Voice Response is interacted
Formula voice answer-back) server, ivr server provides the self-service platform of intelligent transacting business, to assist user's finishing service to join
Several adjustment.Service parameter can be transaction limit parameter, such as moon spending limit parameter, interim amount parameter, single limit ginseng
The direct service parameters such as number, odd-numbered day limit parameter, odd-numbered day consumption stroke count, enchashment amount, are also possible to password resetting, card swashs
The state of living, small amount are exempted from close etc. based on business handling indirect business parameter.
As shown in Fig. 2, in one embodiment, providing a kind of control server 110, which includes
Processor, storage medium, memory and the network interface connected by system bus.Wherein, the storage of the control server 110 is situated between
Matter is stored with operating system, database and a kind of bank card business parameter adjustment controls, and the device is for realizing a kind of bank card
Service parameter method of adjustment.Database for storing data, such as bank card business dealing data.Processor is calculated and is controlled for providing
Ability processed supports the operation of entire control server 110.Inside save as the bank card business parameter adjustment controls in storage medium
Operation provides environment.Network interface is used to communicate with OCS server 120 and ivr server 130 by network connection.
It should include specific as shown in figure 3, in one embodiment, providing a kind of bank card business parameter regulation means
Include the following steps:
Step S202: the bank card business dealing data flow of user is monitored.
With reference to Fig. 1, user can be traded using bank card in several ways, such as POS card-payment, bank counter/self-service
The network platform of cash dispenser enchashment and correspondent bank card transaction etc..
Control server includes transaction monitoring platform, can in monitor supervision platform all users transaction data.Transaction monitoring
Platform real time monitoring obtains the bank card business dealing data flow of user.Specifically, bank card user information is stored in monitor supervision platform,
Bank card business and the currently valid user of held bank card are handled.Each bank card of monitor supervision platform monitoring storage is used
The Transaction Information at family.For example, the monitor supervision platform prison of safety bank handled safety bank card and the bank card handled currently is to have
Imitate the Trade Data Stream of the user of card.
It should be noted that the scheme in the present embodiment is what the transaction data based on the same banking institution carried out.Such as
Safety bank card parameter adjustment based on safety bank-user.Industrial and commercial bank's card parameter adjustment based on industrial and commercial bank user.
Each transaction data in the Trade Data Stream of each bank card user includes card holder user identifier, transaction
Bank card mark, type of transaction (enchashment transfers accounts, consumes), exchange hour, transaction amount, Fail Transaction reason, transaction knot
The Transaction Informations such as fruit.
For example, transaction data may is that holder Mr. Li, and credit card 6221********8888 was in 2016 12
The moon, No. 24 22:13 were in POS machine bankcard consumption RMB 211.80, traded successfully.Transaction data can also be holder Zhang,
Credit card 6221********6666 was in 02:13 enchashment on December 25 RMB 20000 in 2016, because repeatedly inputting password not just
Really, Fail Transaction.
Step S204: the transaction data of Fail Transaction field is had in screening Trade Data Stream, generates and each of filters out
The corresponding automatic outer call task of transaction data, wherein automatic outer call task includes type of service to be adjusted and outgoing call user information.
Control server filters out the transaction data with Fail Transaction field in real time from the Trade Data Stream of monitoring, and
Corresponding automatic outer call task is generated according to the specific Transaction Information in transaction data.
Automatic outer call task includes the corresponding outgoing call user information of card holder user identifier and root from transaction data
One or more type of service to be adjusted determined according to Fail Transaction reason.Wherein, outgoing call user information includes outgoing call number,
It can also include outgoing call address name, bank card number of transaction etc.；Type of service to be adjusted can be password resetting, bank card
Amount adjustment (such as the moon spending limit, interim amount, single limit, odd-numbered day limit, the odd-numbered day consume stroke count, enchashment amount), silver
Row blocks one or more in activation.
To sum up, automatic outer call task may is that outgoing call number+outbound call service type.
It in one embodiment, include: control service according to the method that Fail Transaction reason determines type of service to be adjusted
Device pre-establishes the mapping relations between Fail Transaction reason and type of service, and is determined often according to the mapping relations pre-established
The corresponding type of service to be adjusted of a transaction data with Fail Transaction field.
For example, control server can pre-establish following mapping relations: Password Input is incorrect to reset industry with password locking
The insufficient mapping relations between amount adjustment business of mapping relations, amount, bank card un-activation and bank card between business swash
Mapping relations between business living.
In another embodiment, the transaction with Fail Transaction field can also be determined by way of keyword match
The corresponding type of service to be adjusted of data.Specifically, extracting keyword (such as password, odd-numbered day spending limit, list in transaction data
Spending limit, moon spending limit, interim amount, enchashment amount, un-activation etc.), it searches and matches with the keyword extracted
Type of service, the type of service of lookup are type of service to be handled.
Step S206: priority ranking is carried out to the automatic outer call task of generation, generates automatic outer call priority list.
Maintenance has automatic outer call priority list in control server, when the number of deals for monitoring Fail Transaction and generates certainly
When dynamic outgoing call task, the automatic outer call task of generation is filled into automatic outer call priority list according to priority ranking by server
In.In one embodiment, the automatic outer call task of generation can be successively ranked up according to exchange hour.In another embodiment
In, it can also be ranked up according to the urgency level of transaction.For example, biggish to be configured with abnormal marking automatic outer call task
Priority keeps its sequence forward.
Further, the automatic outer call task of outgoing call of having succeeded will be removed from automatic outer call priority list.
Specifically, control server is every the Fail Transaction number in the Trade Data Stream that setting time extracts in monitor supervision platform
According to may include multiple Fail Transaction data in the data of extraction, multiple Fail Transaction data will generate multiple automatic outer calls and appoint
Business, at this point, generating automatic outer call priority list for priority ranking is carried out to the automatic outer call task of generation.
For example, the data of the Fail Transaction monitored in 5 minutes are as follows: 2017.1.20,11:50 bank card 1, holder's A password
False transaction failure；2017.1.20,11:52 bank card 2, holder's B ultrasound go out to customize Monthly Sum Limit Fail Transaction；2017.1.20
11:55 bank card 3, holder's C enchashment amount of money are beyond setting limit and card volume deficiency Fail Transaction.It trades and loses for above three
Three automatic outer call tasks will be generated by losing data, can be carried out according to the successive automatic outer call task to generation of exchange hour preferential
Grade sequence, is inserted into automatic outer call task priority list.It can also be to the Fail Transaction data comprising " beyond setting limit "
The automatic outer call task of generation does abnormal marking, configures biggish priority for it, makes it in these three automatic outer call tasks
It ranks the first, it can be preferentially by outgoing call.
Either enchashment, or consumption are either transferred accounts, the operation amount of money beyond setting limit have card it is stolen can
Energy property, needs preferentially to be handled, to ensure fund security.
Step S208: orderly reading the automatic outer call task in automatic outer call priority list, and calls automatic outer call and appoint
External user terminal indicated by outgoing call user information in business.
Specifically, control server reads automatic outer call task from automatic outer call priority list, and according to reading
Outgoing call user information in automatic calling task determines outgoing call number, and then the outgoing call number determined by the outgoing call of OCS server,
To connect the corresponding external user terminal of the outgoing call number.External user terminal can be the mobile terminal with call function,
It is also possible to fixed-line telephone.
Step S210: when the talkthrough with external user terminal, service class to be adjusted in automatic outer call business is played
The corresponding IVR self-assisted voice response program of type, to carry out the adjustment of corresponding service parameter.
The outgoing call number that OCS server outgoing call determines establishes the talking path with external user terminal, and monitors external use
Whether family terminal answers, if so, OCS server has been turned on feedback to control server transmission.Control server receives OCS clothes
When having been turned on feedback of device of business, the self-service language of IVR for needing to access is determined according to the type of service to be adjusted in automatic outer call task
Sound response program, and then call ivr server interface.For example, access is used for if type of service to be adjusted is password resetting
The IVR self-assisted voice response program of password resetting；If type of service to be adjusted is the adjustment of bank card amount (such as the moon amount of consumption
Degree, interim amount, single limit, odd-numbered day limit, odd-numbered day consumption stroke count, enchashment amount etc.), then access is used for bank card amount of money tune
Whole IVR self-assisted voice response program；If type of service to be adjusted is bank card activation, access is for bank card activation
IVR self-assisted voice response program.After confirming IVR self-assisted voice response program to be accessed, Xiang Jianli with external user terminal
Talking path access the IVR self-assisted voice program to play the casting of corresponding with type of service to be adjusted IVR self-assisted voice.
In the present embodiment, by the bank card business dealing data flow of monitoring user, the transaction data of Fail Transaction is filtered out, and
Automatic outer call task is generated according to the transaction data of Fail Transaction, priority ranking is carried out to the automatic outer call task of generation, is pressed
Outgoing call is orderly carried out according to priority ranking, it is orderly processed in time that outgoing call task is effectively ensured.After outgoing call talkthrough, by certainly
The type of service to be adjusted determined in dynamic outgoing call task accurately accesses corresponding IVR self-assisted voice response program, and then passes through IVR
The self-service adjustment of self-assisted voice response program progress service parameter.Corresponding IVR can be automatically selected out by automatic outer call task
Self-assisted voice response program, service parameter adjustment are efficient much sooner.
In one embodiment, as shown in figure 4, S206: carrying out priority ranking to the automatic outer call task of generation, generate
Automatic outer call priority list, comprising:
Step S302: it is commented according to the priority that type of service to be adjusted and outgoing call user information calculate automatic outer call task
Point.
Step S304: carrying out priority ranking to automatic outer call task according to the scoring of the priority of calculating, generates automatic outer
Exhale priority list, wherein priority scoring is higher, and the sequence in automatic outer call priority list is more forward.
Specifically, control server is that different types of service configures different priority contribution numerical value in advance, for difference
User class (such as ordinary user and VIP user) configures different priority and contributes numerical value, and according to preconfigured priority
Numerical value calculates the priority scoring of each automatic outer call task, and then scores score value in automatic outer call priority column according to priority
Automatic outer call task is ranked up in table, priority score value is higher, and sequence in lists is more forward.
For example, control server at a time or in set period of time gets 50 with friendship (in such as 2 minutes)
The easily transaction data of failure field, and automatic outer call task is generated for each transaction data.Control server is according to industry
The priority contribution margin of service type and the priority contribution margin of user class carry out priority scoring to each automatic outer call task,
And be ranked up according to priority scoring for 50 above-mentioned automatic outer call tasks, then the automatic outer call task after sequence is added
It adds in automatic outer call priority list.
Further, it when priority score value is identical, is successively ranked up according to exchange hour.Time is more forward,
It sorts more forward, it is ensured that the user elder generation called first traded.
Priority is carried out according to the user for different type of service and different stage and contributes numerical value, can quickly be obtained each
The priority of a automatic outer call task scores, so that sequence is more rapidly and efficiently, further ensures automatic outer call task
It is handled in time, the service parameter adjustment of user is much sooner.
In one embodiment, automatic outer call task further includes off-note data, wherein off-note data include handing over
Easy time anomaly characteristic and transaction amount off-note data.In the present embodiment, automatic outer call task may is that outer catchword
Code+outbound call service type+time and/or amount of money abnormal marking.
Specifically, whether automatic outer call task has off-note data, determine in the following manner: detection transaction data
Exchange hour whether within the scope of preset abnormal exchange hour, if so, being appointed according to the automatic outer call that transaction data generates
Exchange hour abnormal marking is added in business.Likewise, whether the transaction amount of detection transaction data is in preset abnormal trade gold
Within the scope of volume, if so, adding transaction amount abnormal marking in the automatic outer call task generated according to transaction data.
In the present embodiment, step S302: automatic outer call is calculated according to type of service to be adjusted and outgoing call user information and is appointed
The step of priority scoring of business are as follows: marked extremely according to type of service to be adjusted, outgoing call user information and time and/or the amount of money
Note calculates the priority scoring of automatic outer call task.
Preferably, biggish priority is configured for time and/or amount of money abnormal marking contribute numerical value.Such as automatic outer call task
A are as follows: password resetting+ordinary user, automatic outer call task B are as follows: password resetting+ordinary user, automatic outer call task C are as follows: password
Resetting+ordinary user+time and amount of money abnormal marking, then priority ranking is C > B > A.
In the present embodiment, abnormal marking is added in automatic outer call task, abnormal marking can characterize to a certain extent
Corresponding transaction data have biggish security risk hidden danger, for the high priority data of the Fail Transaction with security risk outside
It exhales, the trading situation of bank card can be fed back into real bank card holder in first time.
In one embodiment, the flow of the transaction data with Fail Transaction field obtained when screening is greater than setting stream
When measuring threshold value, step S302 is executed: the preferential of automatic outer call task is calculated according to type of service to be adjusted and outgoing call user information
Grade scoring.When the flow for the transaction data with Fail Transaction field that screening obtains is no more than given threshold, then according to friendship
The easy time carries out the sequence of automatic outer call task.
When data traffic is smaller, control server can carry out the automatic outer of all automatic outer call tasks in good time
It exhales, is calculated it is therefore not necessary to carry out priority scoring score value, simplify outgoing call process on the basis of guaranteeing outgoing call timeliness.
Further, control server is determined to the maximum data traffic of processing according to system configuration, works as data flow
When amount is more than maximum stream flow threshold value, the automatic outer call task that cannot be handled (in such as 5 minutes) in setting time is marked.When
When data traffic is less than maximum stream flow threshold value, after having handled the automatic outer call task generated in real time, to the untreated of label
Automatic outer call task is handled.
For example, automatic outer in control server obtain nearest 5 minutes using 5 minutes as the processing unit time
Exhaling task is 1500, and the maximum quantity for the automatic outer call task that control server is capable of handling in 5 minutes is 1000, control clothes
Business device handles the automatic outer call task to sequence at first 1000, and carries out to subsequent 500 automatic outer call tasks
Label, when automatic outer call task flow is less than the maximum throughput of control server, then to the untreated automatic outer call of label
Task is handled.
In the present embodiment, when automatic outer call task amount is bigger, the automatic outer call task for being more than processing capacity is first marked
Note reprocessing, to guarantee that other automatic outer call tasks can be handled in time, the outgoing call task that cannot be handled in time has in system
It is processed at the first time when process resource.
In one embodiment, as shown in figure 5, S210: when the talkthrough with external user terminal, playing automatic outer
The corresponding IVR self-assisted voice response program of type of service to be adjusted in business is exhaled, to carry out the step of the adjustment of corresponding service parameter
Suddenly, comprising:
Step S402: when listening to the connection signal of external user terminal transmission, a section voice broadcast is brought in broadcasting into.
Bringing section voice broadcast into is to bring section voice broadcast template into according to preset and filter out with Fail Transaction word
What the transaction data of section generated, for informing outgoing call item and confirmation transaction.
The step of section voice broadcast data is brought in generation into can be in step S204: with Fail Transaction in screening Trade Data Stream
The transaction data of field generates progress after the corresponding automatic outer call task of each transaction data filtered out, while establishing life
At automatic outer call task and generation the incidence relation brought between section voice broadcast data.When listening to external user terminal
The automatic outer call task of the connection signal of transmission, acquisition and outgoing call is associated to bring a section voice broadcast data into, and plays acquisition
Bring a section voice broadcast into.
For example, bringing a section voice broadcast into can be, distinguished safety credit cardholder, your 8888 credit card of tail number
Just now traded 5000 yuan and cross fiasco because of single transaction amount, whether PLSCONFM is to trade in person, confirmation please by 1, deny please by
9。
For another example, bringing a section voice broadcast into may also is that distinguished safety credit cardholder, your 6666 credit card of tail number is rigid
Just 500 yuan of failures of transaction, inputing number by mistake because password is accumulative transfinites, and password has been locked, and whether PLSCONFM is to trade in person, confirmation
Please by 1, deny please by 9.
Step S404: the response message of external user terminal is monitored.When the response message for listening to external user terminal is
When negative response, execute step S406: access is used for self-help bank's card control IVR self-assisted voice response program.Work as external user
When the response message of terminal is affirmative acknowledgement, step S408 is executed.
For example, step S408 is executed, when external user terminal when the response message of external user terminal feedback is " 1 "
When the response message of feedback is " 9 ", step S406 is executed.Here " 1 ", which represents, to be determined as trading in person, and " 9 " here represent
The transaction broadcasted not is to trade in person.
S408: judging whether response message is audio response message, if so, thening follow the steps S410: for external user end
Terminate the IVR self-assisted voice response program under intelligent sound mode；If it is not, thening follow the steps S412: for external user terminal
Access the IVR self-assisted voice response program under keystroke pattern.The response message of external user terminal feedback can be voice answer-back
Information is also possible to key response message.
Wherein, the IVR self-assisted voice response program under speech pattern has the first interaction flow and is able to carry out voice knowledge
Not, the IVR self-assisted voice response program under keystroke pattern has the second interaction flow and is able to carry out recognition by pressing keys.
The corresponding IVR self-assisted voice response program of each type of service in ivr server includes both of which, respectively
For intelligent sound mode and keystroke pattern, wherein the IVR self-assisted voice response program under intelligent sound mode is able to carry out voice
It identifies, the IVR self-assisted voice response program under keystroke pattern is able to carry out recognition by pressing keys.Intelligent sound mode corresponding first is handed over
Mutual process and corresponding second interaction flow of keystroke pattern may be the same or different.
For example, password resetting IVR self-assisted voice response program includes the password resetting self-service language of IVR under intelligent sound mode
Password under sound response program and keystroke pattern resets IVR self-assisted voice response program.
Specifically, the talking path between external user terminal that control server is established by OCS server, is monitored
External user terminal by terminal (fixed-line telephone or mobile phone) for bringing the response message of the feedback of section voice broadcast into, outside
Portion's user terminal can voice directly feed back or by terminal push feed back.If the response message of feedback is user's language of typing
Sound, then control server accesses corresponding with the type of service to be adjusted of automatic outer call business and IVR for intelligent sound mode certainly
Voice answer-back program is helped, is handled with carrying out the self-service interactive service of speech recognition；If the response message of feedback is key information,
Control server access is corresponding with the type of service to be adjusted of automatic outer call business and is the IVR self-assisted voice response of keystroke pattern
Program is handled with carrying out the self-service interactive service of recognition by pressing keys.
For example, the corresponding type of service of automatic outer call business is credit card single amount adjustment business, work as control server
When the response message for listening to external user terminal is voice answer-back, the single amount accessed under intelligent sound mode adjusts business
IVR self-assisted voice response program.When the response message that control server listens to external user terminal is key response, access
Single amount under keystroke pattern adjusts business IVR self-assisted voice response program.
In another embodiment, control server is for statistical analysis to the historical operation information of user in ivr, such as
User more uses natural language interaction mode and success rate is higher, then intelligent sound navigation stream is preferentially imported after connecting subscribers participating
Journey, and simplify flow of navigation.If user more uses key interaction, preferential to import keystroke pattern interaction.
In the present embodiment, prepare key and only intelligent language in advance for each single item business handling provided by IVR automatic speech
Sound both of which changes telephone service channel interactive mode Single-issue, and user can choose the interactive mode for being suitble to oneself, or
Person speaks or key, promotes service timeliness.
In one embodiment, as shown in fig. 6, in step S410: being accessed under intelligent sound mode for external user terminal
IVR self-assisted voice response program after, or in step S412: for external user terminal access the IVR under keystroke pattern from
It helps after voice answer-back program, further includes:
Step S414: in self-service interactive process, whether the information type of the response message of monitoring external user terminal feedback
It is consistent with the mode for the IVR self-assisted voice response program being currently accessed, if it is not, then switching IVR self-assisted voice response program
Mode, and using the identification of the IVR self-assisted voice response program progress response message after switching, until service parameter has adjusted
At.
Specifically, control server according to external user terminal for bringing the response feedback of section voice broadcast into after, determine
The mode for the IVR self-assisted voice response program that first step of business handling should access, and monitor external user terminal pair
The response message of first step of casting judges the mould of the response feedback with the IVR self-assisted voice response program being currently accessed
Whether formula matches, if so, continuing the voice broadcast for carrying out next step under the current model, if it is not, it is self-service then to switch IVR
Voice answer-back program schema identifies the response message of feedback using the IVR self-assisted voice response program after switching, goes forward side by side
The voice broadcast of row next step, until finishing service is handled.
In the present embodiment, during carrying out the interaction of IVR self-assisted voice, according to the type of the response message of user feedback
(voice/key), the switching of the seamless mode being consistent, the interaction of IVR self-assisted voice are more intelligent.
In one embodiment, as shown in fig. 7, in step S210: when the talkthrough with external user terminal, playing
The corresponding IVR self-assisted voice response program of type of service to be adjusted in automatic outer call business, to carry out the tune of corresponding service parameter
After whole step, further includes:
Step S212: after calling through words outside, mark each automatic outer according to the message registration of automatic outer call task
Exhale the task status of task, wherein task status includes success status and non-successful state.
Control server is monitored each logical outgoing call call, obtains message registration and is judged according to message registration automatic
The task status of outgoing call task.The call adjusted for access failure external user terminal and unfinished service parameter labeled as not at
Function state.
Step S214: the priority scoring labeled as the automatic outer call task of non-successful state is obtained.
Step S216: the automatic outer call task that priority scoring is greater than preset threshold is transferred to manual calling platform and carries out people
Work outgoing call.
Control server is by marking the automatic outer call task for state to be ranked up, with orderly to failed
Automatic outer call task carry out artificial outgoing call.
Specifically, control server obtains the priority scoring labeled as the automatic outer call task of non-successful state, according to
Priority scoring is ranked up.Here priority scoring has calculated completion in first time automatic outer call, this obtains nothing
It need to calculate again, calculated result is pulled.
Further, when the failed automatic outer call task data flow of label is greater than preset flow, only to preferential
The automatic outer call task that grade scoring is greater than preset threshold carries out artificial outgoing call.As only turned people to the automatic outer call task of VIP user
Work outgoing call.Or artificial outgoing call only is turned to the automatic outer call task with having time and/or amount of money abnormal marking.
In one embodiment, the transaction data with Fail Transaction field of user is periodically stored in database, and fixed
Phase is for statistical analysis to the Fail Transaction data of the history of storage, and Fail Transaction number occurs in nearest set period of time in acquisition
According to number be greater than setting number user identifier, such as all occur within nearest three months amount deficiency cause consumption fail user.
Control server when 3 days and amount are consumed close to 90% such as before festivals or holidays, will send short messages and user is notified to mention at the appointed time
Before do amount adjustment.
In one embodiment, as shown in figure 8, providing a kind of bank card business parameter adjustment controls, which includes:
Transaction data monitoring module 510, for monitoring the bank card business dealing data flow of user.
Automatic outer call task generation module 520, for screening the number of deals for having Fail Transaction field in Trade Data Stream
According to generating the corresponding automatic outer call task of each transaction data filtered out, wherein automatic outer call task includes business to be adjusted
Type and outgoing call user information；
Sorting module 530 generates automatic outer call priority for carrying out priority ranking to the automatic outer call task of generation
List.
Outgoing call module 540 for orderly reading the automatic outer call task in automatic outer call priority list, and calls automatic
External user terminal indicated by outgoing call user information in outgoing call task.
The self-service interactive module 550 of IVR, for playing automatic outer call business when the talkthrough with external user terminal
In the corresponding IVR self-assisted voice response program of type of service to be adjusted, to carry out the adjustment of corresponding service parameter.
In one embodiment, sorting module 530 are also used to be calculated according to type of service to be adjusted and outgoing call user information
The priority of automatic outer call task scores；Priority ranking is carried out to automatic outer call task according to the scoring of the priority of calculating, it is raw
At automatic outer call priority list, wherein priority scoring is higher, and the sequence in automatic outer call priority list is more forward.
In one embodiment, the self-service interactive module 550 of IVR, comprising:
Section voice playing module 551 is brought into, for when the talkthrough with external user terminal, a section voice to be brought in broadcasting into
Casting.
IVR mode determining module 552, for monitoring the response message of external user terminal feedback, if response message is language
Sound response message accesses the IVR self-assisted voice response program under intelligent sound mode then for external user terminal；If response message
It is key response message, then accesses the IVR self-assisted voice response program under keystroke pattern for external user terminal.
Wherein, the IVR self-assisted voice response program under intelligent sound mode has the first interaction flow and is able to carry out language
Sound identifies that the IVR self-assisted voice response program under keystroke pattern has the second interaction flow and is able to carry out recognition by pressing keys.
In one embodiment, as shown in figure 9, the self-service interactive module of IVR, further includes:
IVR mode switching module 553, in self-service interactive process, the response of monitoring external user terminal feedback to be believed
Whether the information type of breath is consistent with the mode for the IVR self-assisted voice response program being currently accessed, if it is not, then switching IVR certainly
The mode of voice answer-back program is helped, and carries out the identification of response message using the IVR self-assisted voice response program after switching, until
Service parameter adjustment is completed.
In one embodiment, as shown in Figure 10, bank card business parameter adjustment controls further include:
Task status mark module 560, after calling through words outside, according to the message registration mark of automatic outer call task
Remember the task status of each automatic outer call task, wherein task status includes success status and non-successful state.
Manual calling module 570, the priority scoring of the automatic outer call task for obtaining non-successful state, by priority
The automatic outer call task that scoring is greater than preset threshold is transferred to manual calling platform and carries out artificial outgoing call.
Those of ordinary skill in the art will appreciate that realizing all or part of the process in above-described embodiment method, being can be with
Relevant hardware is instructed to complete by computer program, program can be stored in a computer-readable storage medium, such as
In the embodiment of the present invention, which be can be stored in the storage medium of computer system, and by the computer system at least
One processor executes, and includes the process such as the embodiment of above-mentioned each method with realization.Wherein, storage medium can be magnetic disk, light
Disk, read-only memory (Read-Only Memory, ROM) or random access memory (Random Access Memory,
RAM) etc..
Each technical characteristic of above embodiments can be combined arbitrarily, for simplicity of description, not to above-described embodiment
In each technical characteristic it is all possible combination be all described, as long as however, the combination of these technical characteristics be not present lance
Shield all should be considered as described in this specification.
Only several embodiments of the present invention are expressed for above embodiments, and the description thereof is more specific and detailed, but can not
Therefore it is construed as limiting the scope of the patent.It should be pointed out that for those of ordinary skill in the art, In
Under the premise of not departing from present inventive concept, various modifications and improvements can be made, and these are all within the scope of protection of the present invention.
Therefore, the scope of protection of the patent of the invention shall be subject to the appended claims.
Claims (9)
1. a kind of bank card business parameter regulation means, which comprises
Monitor the bank card business dealing data flow of user；
The transaction data for having Fail Transaction field in the Trade Data Stream is screened, generates and each of filters out the number of deals
According to corresponding automatic outer call task, wherein the automatic outer call task includes type of service to be adjusted and outgoing call user information；
Priority ranking is carried out to the automatic outer call task of generation, generates automatic outer call priority list；
The automatic outer call task in the automatic outer call priority list is orderly read, and calls the automatic outer call task
In the outgoing call user information indicated by external user terminal；
When the talkthrough with the external user terminal, type of service to be adjusted described in the automatic outer call business is played
Corresponding IVR self-assisted voice response program；
The response message for monitoring the external user terminal feedback determines that the IVR of access is self-service according to the response message
The mode of voice answer-back program, to carry out the adjustment of corresponding service parameter；
In self-service interactive process, monitor the response message of external user terminal feedback information type whether with currently connect
The mode of the IVR self-assisted voice response program entered is consistent, if it is not, then switching the IVR self-assisted voice response program
Mode, and the identification of the response message is carried out using the IVR self-assisted voice response program after switching, until service parameter
Adjustment is completed.
2. the method according to claim 1, wherein the automatic outer call task of described pair of generation carries out preferentially
The step of grade sequence, generation automatic outer call priority list, comprising:
The priority scoring of the automatic outer call task is calculated according to the type of service to be adjusted and the outgoing call user information；
Priority ranking is carried out to the automatic outer call task according to the scoring of the priority of calculating, it is preferential to generate automatic outer call
Grade list, wherein the priority scoring is higher, and the sequence in the automatic outer call priority list is more forward.
3. the method according to claim 1, wherein the talkthrough when with the external user terminal
When, the corresponding IVR self-assisted voice response program of type of service to be adjusted described in the automatic outer call business is played, to carry out phase
The step of answering the adjustment of service parameter, comprising:
When the talkthrough with the external user terminal, a section voice broadcast is brought in broadcasting into；
It is described that the response message of external user terminal feedback, which is monitored, if the response message is audio response message
External user terminal accesses the IVR self-assisted voice response program under intelligent sound mode；If the response message is key response
Information accesses the IVR self-assisted voice response program under keystroke pattern then for the external user terminal；
Wherein, the IVR self-assisted voice response program under the intelligent sound mode has the first interaction flow and is able to carry out language
Sound identifies that the IVR self-assisted voice response program under the keystroke pattern has the second interaction flow and is able to carry out recognition by pressing keys.
4. according to the method described in claim 2, it is characterized in that, when the talkthrough with the external user terminal,
The corresponding IVR self-assisted voice response program of type of service to be adjusted described in the automatic outer call business is played, it is corresponding to carry out
After the step of adjustment of service parameter, further includes:
After calling through words outside, each described automatic outer call task is marked according to the message registration of the automatic outer call task
Task status, wherein the task status includes success status and non-successful state；
Obtain the priority scoring of the automatic outer call task of the non-successful state；
The automatic outer call task that priority scoring is greater than preset threshold is transferred to manual calling platform to carry out outside artificial
It exhales.
5. a kind of bank card business parameter adjustment controls, which is characterized in that described device includes:
Transaction data monitoring module, for monitoring the bank card business dealing data flow of user；
Automatic outer call task generation module, for screening the transaction data for having Fail Transaction field in the Trade Data Stream,
Generation each of filters out the corresponding automatic outer call task of the transaction data, wherein the automatic outer call task includes wait adjust
Whole type of service and outgoing call user information；
Sorting module generates automatic outer call priority column for carrying out priority ranking to the automatic outer call task of generation
Table；
Outgoing call module for orderly reading the automatic outer call task in the automatic outer call priority list, and calls institute
State external user terminal indicated by the outgoing call user information in automatic outer call task；
The self-service interactive module of IVR, for playing the automatic outer call business when the talkthrough with the external user terminal
Described in the corresponding IVR self-assisted voice response program of type of service to be adjusted；Monitor the response of the external user terminal feedback
Information determines the mode of the IVR self-assisted voice response program of access, according to the response message to carry out corresponding service ginseng
Several adjustment；
IVR mode switching module is used in self-service interactive process, monitors the response message of the external user terminal feedback
Whether information type is consistent with the mode for the IVR self-assisted voice response program being currently accessed, if it is not, then described in switching
The mode of IVR self-assisted voice response program, and the response letter is carried out using the IVR self-assisted voice response program after switching
The identification of breath, until service parameter adjustment is completed.
6. device according to claim 5, which is characterized in that the sorting module is also used to according to the industry to be adjusted
Service type and the outgoing call user information calculate the priority scoring of the automatic outer call task；According to the priority of calculating
Scoring carries out priority ranking to the automatic outer call task, generates automatic outer call priority list, wherein the priority is commented
Point higher, the sequence in the automatic outer call priority list is more forward.
7. device according to claim 5, which is characterized in that the self-service interactive module of IVR, comprising:
A section voice playing module is brought into, for when the talkthrough with the external user terminal, broadcasting to be brought a section voice into and broadcast
Report；
IVR mode determining module, for monitoring the response message of the external user terminal feedback, if the response message is language
Sound response message accesses the IVR self-assisted voice response program under intelligent sound mode then for the external user terminal；If described
Response message is key response message, then the IVR self-assisted voice response journey under keystroke pattern is accessed for the external user terminal
Sequence；
Wherein, the IVR self-assisted voice response program under the intelligent sound mode has the first interaction flow and is able to carry out language
Sound identifies that the IVR self-assisted voice response program under the keystroke pattern has the second interaction flow and is able to carry out recognition by pressing keys.
8. device according to claim 6, which is characterized in that described device further include:
Task status mark module marks after calling through words outside according to the message registration of the automatic outer call task
The task status of each automatic outer call task, wherein the task status includes success status and non-successful state；
Manual calling module, the priority scoring of the automatic outer call task for obtaining the non-successful state, will
The automatic outer call task that the priority scoring is greater than preset threshold is transferred to manual calling platform and carries out artificial outgoing call.
9. a kind of computer readable storage medium, is stored thereon with computer program, which is characterized in that the computer program quilt
The step of processor realizes method described in any one of Claims 1-4 when executing.
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| CN108965620A (en) * | 2018-08-24 | 2018-12-07 | 杭州数心网络科技有限公司 | A kind of artificial intelligence call center system |
| CN109698875A (en) * | 2018-08-27 | 2019-04-30 | 平安科技（深圳）有限公司 | Calling-out method, system, equipment and computer readable storage medium |
| CN109474754A (en) * | 2018-10-11 | 2019-03-15 | 平安科技（深圳）有限公司 | Method, apparatus, computer equipment and the storage medium of hotline Voice Navigation |
| CN109862195A (en) * | 2018-12-01 | 2019-06-07 | 杨耿 | Intelligent sound calling system and method based on information automatic error-correcting |
| CN109873913B (en) * | 2019-01-10 | 2020-12-22 | 上海言通网络科技有限公司 | Robot voice call charging method and charging system thereof |
| CN110298672A (en) * | 2019-05-22 | 2019-10-01 | 深圳壹账通智能科技有限公司 | User identity checking method, device, computer equipment and storage medium |
| CN111145008A (en) * | 2019-12-04 | 2020-05-12 | 支付宝(杭州)信息技术有限公司 | Account quota configuration method and device |
| CN112003987B (en) * | 2020-08-26 | 2022-03-11 | 证通股份有限公司 | Outbound scheduling device and outbound scheduling method |
| CN112399021B (en) * | 2020-11-03 | 2021-11-12 | 中国平安人寿保险股份有限公司 | Voice call data processing method and device, computer equipment and storage medium |
| CN114125154B (en) * | 2021-11-12 | 2022-11-11 | 杭州摸象大数据科技有限公司 | Outbound policy parameter adjusting method and device, computer equipment and storage medium |
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