CN108989587A - Application method of the IVR voice in the work of bank's post-loan management - Google Patents
Application method of the IVR voice in the work of bank's post-loan management Download PDFInfo
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- CN108989587A CN108989587A CN201810712576.9A CN201810712576A CN108989587A CN 108989587 A CN108989587 A CN 108989587A CN 201810712576 A CN201810712576 A CN 201810712576A CN 108989587 A CN108989587 A CN 108989587A
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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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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/02—Marketing; Price estimation or determination; Fundraising
- G06Q30/0281—Customer communication at a business location, e.g. providing product or service information, consulting
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
- G06Q40/03—Credit; Loans; Processing thereof
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- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/26—Speech to text systems
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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
- H04M3/4936—Speech interaction details
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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
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
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Abstract
The present invention provides a kind of application method of IVR voice in the work of bank's post-loan management, including the following contents: a, exhalation content of text configuration step；B, time monitoring step, repayment date is answered according to current date and client, judge that client answers whether time of the repayment date away from current date is setting time value, if so, carrying out step d, repayment date is answered according to current date and client, and record of refunding, judge that current date answers whether the time of repayment date is setting time value away from client, if so, carrying out step c；C, it refunds and reminds step, extract refund key element and be matched in basic exhalation text, breathe out text compressing, breathed out using IVR automatic batch；D, overdue collection step is extracted collection key element and is matched in basic exhalation text, formed exhalation text, breathe out text compressing, breathed out using IVR automatic batch.This method can reduce the cost of post-loan management, avoid violence collection, have the advantages that efficiently to manage.
Description
Technical field
The present invention relates to the administrative skills of bank loan, and in particular to IVR voice answering in the work of bank's post-loan management
Use method.
Background technique
IVR is interactive voice answering technology, is typically used in customer service.Now currently, in bank loan management,
What is generallyd use is that refund that artificial or short message form is provided a loan is reminded and overdue collection, this mode are generally deposited
The problems such as in high labor cost, venue cost is high, equipment input cost height, violence collection, irregularity collection, the efficiency of management is low,
It is and existing currently, not having IVR technical application also in the work of bank's post-loan management, it is therefore necessary to propose a kind of application IVR skill
Art, bank's post-loan management efficiency can be improved, reduce cost, avoid the post-loan management side of bank of violence collection and irregularity collection
Method.
Summary of the invention
The present invention works existing high labor cost for current bank's post-loan management, and venue cost is high, equipment investment at
The problems such as this height, violence collection, irregularity collection, the efficiency of management is low, provides a kind of IVR voice in the work of bank's post-loan management
Application method.
The solution of the present invention is as follows: application method of the IVR voice in the work of bank's post-loan management, including the following contents:
A, content of text configuration step is breathed out, basic exhalation text is established；
B, time monitoring step answers repayment date according to current date and client, judges that client answers repayment date away from current date
Time whether be setting time value, if so, carrying out step d, repayment date is answered according to current date and client, and note of refunding
Record, judges that current date answers whether the time of repayment date is setting time value away from client, if so, carrying out step c；
C, it refunds and reminds step, extract refund key element and be matched in basic exhalation text, form exhalation text, will exhale
Text carries out voice conversion out, according to trade connection mode, is breathed out using IVR automatic batch；
D, overdue collection step is extracted collection key element and is matched in basic exhalation text, forms exhalation text, will exhale
Text carries out voice conversion out, according to trade connection mode, is breathed out using IVR automatic batch.
Beneficial effects of the present invention: 1, pass through the basic exhalation text of unified setting, the more professional conjunction rule of words art, not by artificial
The subjective emotion of exhalation influences, and can avoid violence prompting or collection；2, outgoing since batch can be carried out automatically, compared to
Artificial exhalation or single point-to-point short message exhalation, reduce cost of labor, venue cost and equipment cost；3, bank is improved to borrow
The efficiency of management afterwards, management more standardize.
Preferably, in step c and step d, further include the steps that automatic identification talking state, and the call to identifying
State is recorded.It by identification talking state and is recorded, whether is succeeded for judging this time to breathe out, and be subsequent point
Analysis provides data supporting.
Preferably, the talking state identified include user it is busy be perhaps busy now further include it is busy for user or
The user being busy now repeatedly is breathed out in the time interval of setting, and is recorded to talking state each time.
If once breathing out unsuccessful, needs repeatedly to be breathed out, to complete to breathe out, that is, breathe out successfully, get in touch with client.
Preferably, further include the steps that analyzing the talking state identified, analyze complete exhalation amount, connect but
Refuse the amount of answering, connection but the amount of not answering, shutdown amount, shutdown amount and spacing amount.Here completion exhalation amount, connection but refusal connects
The amount of listening, is connected but the amount of not answering, shutdown amount, shutdown amount and spacing amount do not have two layers of meaning, and first is for the multiple of some client
The statistics of the talking state of exhalation such as breathes out five times for a certain client, wherein 3 times is connected but the amount of not answering, 2 times are shutdown
Amount, second is the statistics for the talking state of all clients exhalation, and such as in one month, for all clients, statistics is completed
It exhalation amount 500 times, connects but the refusal amount of answering 50 is inferior.
Preferably, in step a, further include incoming call content of text configuration step, establish basic incoming call text, and will be basic
Incoming call text carries out voice conversion, forms incoming call voice, voice prompting when for user's clawback, and carries out to the user of clawback
Record.The incoming call voice of formation, voice prompting when for user's clawback are connected in this way when user calls back without special messenger,
But directly pass through incoming call voice informing client's refund prompting message or overdue collection information.
It preferably, further include connecting by completing exhalation amount, connection but the refusal amount of answering but the amount of not answering, shutdown amount not being stopped
Machine amount, spacing amount and user's clawback amount analyze user's refund wish.The refund wish of client is analyzed, the risk that will refund is higher
Timely investigation comes out, and to take counter-measure, reduces risk.
Preferably, to same user in setting exhalation time, number of calls are more than setting number of calls value, and each
Secondary talking state is shutdown or shutdown, then marking the client is lost contact client, and talking state is shutdown each time
Or shut down, then marking the client is lost contact client, and talking state is connection each time but refusal is answered or connected but do not connect
It listens, is subject to refund behavior to be the evaluation of markers client to be the weak client of refund wish.Convenient for the investigation to lost contact client, control is lost
Join risk, and is referred to analyze the refund wish of client.
Detailed description of the invention
Fig. 1 is the flow diagram of application method embodiment of the IVR voice of the present invention in the work of bank's post-loan management.
Specific embodiment
It is further described below by specific embodiment:
In the present embodiment, support is provided by the database in existing bank loan management system first, is deposited in database
The essential information of loan customer is contained, essential information includes customer name, contact method, the amount of the loan, loan day, should refund
Day, repayment date, repayment amount, should go back principal and interest, history refund remind record and history it is overdue urge money record etc..
As shown in Figure 1, application method of the IVR voice of the present embodiment in the work of bank's post-loan management, including it is following interior
Hold:
A, content of text configuration step is breathed out, establishes basic exhalation text, and stored.Specifically, in the present embodiment,
Basic exhalation text includes refunding to remind text and overdue collection text, refund remind content of text such as " Mr. *, you are good, you
Answer repayment date * there are also 3 days in the loan distance of current row in *, repayment amount * please refunds in time ".Overdue collection content of text
Such as " Mr. *, you are good, you are overdue in the loan of current row in *, and should go back principal and interest is *, please refunds in time ", above symbol " * " table
Showing can be matched accordingly below according to the essential information of specific client.
Incoming call content of text configuration step, establishes basic incoming call text, basic incoming call text include refund incoming call text and
Overdue incoming call text.Refund incoming call content of text is as " you are good！* * bank is sent a telegraph in welcome, you should refund in the loan distance of current row
Day there are also 3 days, woulds you please in answering repayment date to refund in time, and details please send a telegraph * * or check * * bank APP ", and " the * * " of this section is represented
The title of certain bank.After establishing refund incoming call text and overdue incoming call text, by refund incoming call text and overdue incoming call text
Voice conversion is carried out, incoming call voice is formed, voice prompting when for user's clawback.In the present embodiment, wanted in user's clawback
The user of clawback is recorded, record information storage is into the database under the essential information of the client.
B, time monitoring step answers repayment date according to current date and client, judges that client answers repayment date away from current date
Time whether be setting time value, if so, carrying out step d, repayment date is answered according to current date and client, and note of refunding
Record, judges that current date answers whether the time of repayment date is setting time value away from client, if so, carrying out step c.The present embodiment
In, the time setting value for prompting of refunding can be client and answer 3 days before repayment date, and the time setting value of overdue collection can have
It is multiple, 5 days, 10 days and 15 days after repayment date are such as answered, when judging that current date and client answer repayment date to have 5 days,
The refund obtained at this time is recorded as not refunding, then carries out step c.Client answers the basic letter of repayment date client in database
Breath.
C, it refunds and reminds step, extract refund key element and be matched in basic exhalation text, form exhalation text, will exhale
Text carries out voice conversion out, according to trade connection mode, is breathed out using IVR automatic batch, automatic batch is exhaled in the present embodiment
The time is set as specified time out, such as daily 9:00-20:00 point.In the present embodiment, refund key element is transferred from data
Client essential information, such as customer name, repayment amount day of providing a loan, answer repayment date, the above key element are matched to refund
It reminds in text, form exhalation text such as: Mr. Zhang San, you are good, you should go back on January 1st, 2016 in the loan distance of current row
January 1 2018 money day, repayment amount was 5000 yuan there are also 3 days, was please refunded in time ".
D, overdue collection step is extracted collection key element and is matched in basic exhalation text, forms exhalation text, will exhale
Text carries out voice conversion out, according to trade connection mode, is breathed out using IVR automatic batch, automatic batch is exhaled in the present embodiment
The time is set as specified time out, such as daily 9:00-20:00 point.In the present embodiment, collection key element is transferred from data
Client essential information, such as customer name, loan day, principal and interest should be gone back, the above collection key element is matched to overdue collection
Text forms exhalation text, and such as " Mr. Zhang San, you are good, you are overdue in loan of on the January 1st, 2016 in current row, should repay principal
Breath is 5050 yuan, is please refunded in time ".It is settable to dial strategy, it broadcasts within such as overdue 1 day, acquisition in second day, which is refunded, to be recorded, and is not refunded
Continue to broadcast, such as conversing, state of shutting down, setting is dialed again after 25 minutes.
In the present embodiment, in step c and step d, further include the steps that automatic identification talking state, and to identifying
Talking state is recorded.Talking state include complete exhalation, connect but refusal answer, connect but do not answer, shut down, shut down and
Spacing, completion exhalation refers to connection and client answers.
Since under normal conditions, for people for strange phone, the probability for refusing to answer is larger, in order to make using IVR certainly
The effect of dynamic batch exhalation is more preferable, more people is enable to answer the phone, and in the present embodiment, also particularly including short message mentions
It wakes up and answers the configuration of text, answering text configuration content such as short message prompting is that " please answer current row incoming call later, be related to your refund
Information, this is extremely important to you ".Although being provided with short message prompting answers text, but if just batch is sent out before first time breathes out
It gives short message prompting to answer content of text, undoubtedly will increase transmission cost, because some clients can answer, this implementation
In example, when using the exhalation of IVR automatic batch, if being directed to, a certain client is primary or outgoing call state is to connect twice in succession
Logical but refusal is answered or is connected but do not answer, then can be before second or third time breathe out, first to client in the form of short message
It synchronizes and sends the mobile phone that text configuration content to client is answered in short message prompting, directly shown on the screen since general mobile phone all has
Showing the function of short message content, client can be immediately seen short message content substantially, in this way after client has just finished watching short message reminded contents,
It will be connected to the exhalation incoming call of bank, in the case, client usually can answer, and which greatly enhances secondary exhalation or three
Client answers the probability of exhalation, the neither excessive cost of increase system when secondary exhalation, and secondary exhalation or three can be improved
The probability that client answers when secondary exhalation increases exhalation performance, from this angle, compared to repeatedly (typically greater than three times) exhaling
It is to turn on out but refuses to answer or connect but do not answer, due to needing ceaselessly repeatedly exhalation, be the system of having saved instead
Cost.
In the present embodiment, for the user that user is busy or is busy now, in the time interval of setting, such as secondary exhalation
It is set as 10min with the time interval once breathed out, breathes out be set as 120min with the time interval of secondary exhalation three times, is carried out
Repeatedly exhalation, and talking state each time is recorded.The present embodiment is further to same user in setting exhalation time
Interior, number of calls are more than setting number of calls value, and talking state is shutdown or shutdown each time, then marks the client
For lost contact client, refunds and remind the refund notice after being mainly to borrow and evade lost contact risk, when a certain client is labeled
When for lost contact client, system trigger information reminding, talking state is connection each time but refusal is answered or connected but do not answer
, and be the weak client of refund wish in conjunction with the once overdue or repeatedly overdue then label client of client's refund behavior, it needs
Reinforce early warning monitoring.Number of calls value such as can be set to 8 times, for lost contact client, be assisted by lost contact repair function
And carry out refund prompting perhaps overdue collection strategy adjustment as by client's mailbox send refund prompting or overdue collection mention
It wakes up.
In the present embodiment, further include the steps that analyzing the talking state identified, analyzes exhalation amount of completing, connects
The logical but refusal amount of answering, is connected but the amount of not answering, shutdown amount, shutdown amount and spacing amount, completion exhalation amount described in the present embodiment,
It connects but the refusal amount of answering, connection but the amount of not answering, shutdown amount, shutdown amount and spacing amount has two layers of meaning, first is for certain
The statistics for the talking state of a client repeatedly breathed out such as breathes out five times for a certain client, wherein being for 3 times to connect but do not answer
Amount, 2 times are shutdown amount, and second is the statistics for the talking state of all clients exhalation, such as in one month, for all visitors
Family, statistics are completed exhalation amount 500 times, connect but the refusal amount of answering 50 is inferior.This embodiment scheme further passes through completion exhalation
Amount is connected but the refusal amount of answering, and is connected but the amount of not answering, shutdown amount, shutdown amount, spacing amount, user's clawback amount and client
The overdue index of history, analyzes user's refund wish, and refund Intention to treat is mainly IVR involved in the collection scene, and history is overdue
Index refers to the overdue situation of history of all kinds of loans of client before this, provides a loan as having before client 5 times, once overdue 3 times,
Overdue probability is larger, and the overdue index of history can be inquired by banking system.Refund wish can be with divided rank, refund wish
By force, refund wish it is weak, without refund wish.Such as completing label that is exhalation and actively calling back is the strong client of wish, such as one
It is secondary to occur connecting but refuse to answer, it connects but one of the case where do not answer, shut down, shut down, until breathing out ability three times
Complete exhalation, then marking the client is the weak client of refund wish, such as until the 5th outgoing call state is still to turn on but
Refusal is answered, and is connected but is not answered, shut down, shut down perhaps one of spacing or outgoing call state be directly spacing
, then mark the client for no refund wish client.
Claims (7)
- Application method of the 1.IVR voice in the work of bank's post-loan management, which is characterized in that including the following contents:A, content of text configuration step is breathed out, basic exhalation text is established；B, time monitoring step answers repayment date according to current date and client, judge client answer repayment date away from current date when Between whether be setting time value, if so, carrying out step d, repayment date is answered according to current date and client, and record of refunding, Judge that current date answers whether the time of repayment date is setting time value away from client, if so, carrying out step c；C, it refunds and reminds step, extract refund key element and be matched in basic exhalation text, form exhalation text, by exhalation text This progress voice conversion is breathed out according to trade connection mode using IVR automatic batch；D, overdue collection step is extracted collection key element and is matched in basic exhalation text, form exhalation text, by exhalation text This progress voice conversion is breathed out according to trade connection mode using IVR automatic batch.
- 2. application method of the IVR voice according to claim 1 in the work of bank's post-loan management, it is characterised in that: In step c and step d, further include the steps that automatic identification talking state, and record to the talking state identified.
- 3. application method of the IVR voice according to claim 2 in the work of bank's post-loan management, it is characterised in that: know Not Chu talking state include busy be perhaps busy now of user further include user for user is busy or is busy now, It in the time interval of setting, is repeatedly breathed out, and talking state each time is recorded.
- 4. application method of the IVR voice according to claim 2 or 3 in the work of bank's post-loan management, it is characterised in that: Further include the steps that analyzing the talking state identified, analyzes exhalation amount of completing, connection but the refusal amount of answering, connect But the amount of not answering, shutdown amount, shutdown amount and spacing amount.
- 5. application method of the IVR voice according to claim 4 in the work of bank's post-loan management, it is characterised in that: Further include incoming call content of text configuration step in step a, establishes basic incoming call text, and basic incoming call text is subjected to voice Conversion forms incoming call voice, voice prompting when for user's clawback, and records to the user of clawback.
- 6. application method of the IVR voice according to claim 5 in the work of bank's post-loan management, it is characterised in that: also Including by completing exhalation amount, connection but the refusal amount of answering, connection but the amount of not answering, shutdown amount, shutdown amount and user's clawback amount Analyze user's refund wish.
- 7. application method of the IVR voice according to claim 4 in the work of bank's post-loan management, it is characterised in that: right Same user is in setting exhalation time, and number of calls are more than setting number of calls value, and talking state is to close each time Machine or shutdown, then marking the client is lost contact client, and talking state is connection each time but refusal is answered or connected but not It answers, is subject to refund behavior to be the evaluation of markers client to be the weak client of refund wish.
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| CN111882422A (en) * | 2020-06-30 | 2020-11-03 | 安徽信晨通信技术有限公司 | Robot dialogue collection and scoring system |
| CN113065948A (en) * | 2021-03-22 | 2021-07-02 | 广东贤能数字科技有限公司 | Artificial intelligence-based collection and staging method, device, equipment and medium |
| CN115297212A (en) * | 2022-06-25 | 2022-11-04 | 上海浦东发展银行股份有限公司 | Voice robot collection method, system, device and medium based on machine learning |
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