CN109993314B - 基于强化学习模型的业务用户分流方法和装置 - Google Patents
基于强化学习模型的业务用户分流方法和装置 Download PDFInfo
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- CN109993314B CN109993314B CN201910116972.XA CN201910116972A CN109993314B CN 109993314 B CN109993314 B CN 109993314B CN 201910116972 A CN201910116972 A CN 201910116972A CN 109993314 B CN109993314 B CN 109993314B
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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
- H04M3/5141—Details of processing calls and other types of contacts in an unified manner
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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
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
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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
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
- H04M3/5234—Uniform load distribution
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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
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5238—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction arrangements
-
- 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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- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Telephonic Communication Services (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
Abstract
Description
Claims (16)
Priority Applications (3)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
CN201910116972.XA CN109993314B (zh) | 2019-02-13 | 2019-02-13 | 基于强化学习模型的业务用户分流方法和装置 |
TW108132245A TWI743558B (zh) | 2019-02-13 | 2019-09-06 | 基於強化學習模型的業務用戶分流方法和裝置 |
PCT/CN2020/070055 WO2020164333A1 (zh) | 2019-02-13 | 2020-01-02 | 基于强化学习模型的业务用户分流方法和装置 |
Applications Claiming Priority (1)
Application Number | Priority Date | Filing Date | Title |
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CN201910116972.XA CN109993314B (zh) | 2019-02-13 | 2019-02-13 | 基于强化学习模型的业务用户分流方法和装置 |
Publications (2)
Publication Number | Publication Date |
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CN109993314A CN109993314A (zh) | 2019-07-09 |
CN109993314B true CN109993314B (zh) | 2020-07-10 |
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CN201910116972.XA Active CN109993314B (zh) | 2019-02-13 | 2019-02-13 | 基于强化学习模型的业务用户分流方法和装置 |
Country Status (3)
Country | Link |
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CN (1) | CN109993314B (zh) |
TW (1) | TWI743558B (zh) |
WO (1) | WO2020164333A1 (zh) |
Families Citing this family (6)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
CN109993314B (zh) * | 2019-02-13 | 2020-07-10 | 阿里巴巴集团控股有限公司 | 基于强化学习模型的业务用户分流方法和装置 |
CN111126621B (zh) * | 2019-12-17 | 2021-02-09 | 北京九章云极科技有限公司 | 在线模型训练方法及装置 |
CN113435674A (zh) * | 2020-03-23 | 2021-09-24 | 阿里巴巴集团控股有限公司 | 客户服务资源信息处理、模型生成方法及装置 |
TWI768484B (zh) * | 2020-09-29 | 2022-06-21 | 中國信託商業銀行股份有限公司 | 用於語音客服的進線分派方法及系統 |
CN112529325B (zh) * | 2020-12-18 | 2024-03-26 | 平安银行股份有限公司 | 网点业务分配方法、装置、计算机设备及存储介质 |
CN115171453B (zh) * | 2022-06-13 | 2023-05-30 | 广东电网有限责任公司 | 一种基于智能电网的人工客服训练方法及客服系统 |
Family Cites Families (12)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
CN102148905B (zh) * | 2010-02-10 | 2014-06-11 | 华为技术有限公司 | 呼叫排队的方法和装置 |
US8998544B1 (en) * | 2011-05-20 | 2015-04-07 | Amazon Technologies, Inc. | Load balancer |
CN106303113B (zh) * | 2015-06-23 | 2019-11-08 | 阿里巴巴集团控股有限公司 | 一种分流方法和设备 |
US9723151B2 (en) * | 2015-10-19 | 2017-08-01 | Genesys Telecommunications Laboratories, Inc. | Optimized routing of interactions to contact center agents based on forecast agent availability and customer patience |
CN105376151B (zh) * | 2015-12-15 | 2018-11-30 | 广州品唯软件有限公司 | ABtest平台的分流方法及系统 |
CN105847608B (zh) * | 2016-03-17 | 2019-02-22 | 中国工商银行股份有限公司 | 一种呼叫中心的路由装置及方法 |
CN107071193B (zh) * | 2016-11-28 | 2020-05-29 | 阿里巴巴集团控股有限公司 | 互动应答系统接入用户的方法和装置 |
CN107666544B (zh) * | 2017-06-15 | 2020-06-02 | 平安科技(深圳)有限公司 | 一种管理ivr进线的方法、装置及设备 |
US20180374029A1 (en) * | 2017-06-27 | 2018-12-27 | Asapp, Inc | Selection of customer service requests |
CN108769440A (zh) * | 2018-06-06 | 2018-11-06 | 北京京东尚科信息技术有限公司 | 前置分流方法和装置 |
CN108958939B (zh) * | 2018-07-06 | 2021-12-07 | 创新先进技术有限公司 | 服务资源的分配方法、装置及服务器 |
CN109993314B (zh) * | 2019-02-13 | 2020-07-10 | 阿里巴巴集团控股有限公司 | 基于强化学习模型的业务用户分流方法和装置 |
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2019
- 2019-02-13 CN CN201910116972.XA patent/CN109993314B/zh active Active
- 2019-09-06 TW TW108132245A patent/TWI743558B/zh active
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2020
- 2020-01-02 WO PCT/CN2020/070055 patent/WO2020164333A1/zh active Application Filing
Also Published As
Publication number | Publication date |
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TW202034674A (zh) | 2020-09-16 |
CN109993314A (zh) | 2019-07-09 |
WO2020164333A1 (zh) | 2020-08-20 |
TWI743558B (zh) | 2021-10-21 |
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Effective date of registration: 20201016 Address after: Cayman Enterprise Centre, 27 Hospital Road, George Town, Grand Cayman Islands Patentee after: Innovative advanced technology Co.,Ltd. Address before: Cayman Enterprise Centre, 27 Hospital Road, George Town, Grand Cayman Islands Patentee before: Advanced innovation technology Co.,Ltd. Effective date of registration: 20201016 Address after: Cayman Enterprise Centre, 27 Hospital Road, George Town, Grand Cayman Islands Patentee after: Advanced innovation technology Co.,Ltd. Address before: A four-storey 847 mailbox in Grand Cayman Capital Building, British Cayman Islands Patentee before: Alibaba Group Holding Ltd. |