CN110475033A - Intelligent dialing method, device, equipment and computer readable storage medium - Google Patents
Intelligent dialing method, device, equipment and computer readable storage medium Download PDFInfo
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- CN110475033A CN110475033A CN201910776534.6A CN201910776534A CN110475033A CN 110475033 A CN110475033 A CN 110475033A CN 201910776534 A CN201910776534 A CN 201910776534A CN 110475033 A CN110475033 A CN 110475033A
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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
- G06Q40/02—Banking, e.g. interest calculation or account maintenance
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
- H04M3/2218—Call detail recording
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
- H04M3/36—Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
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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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Abstract
The invention discloses a kind of intelligent dialing methods, comprising: is detecting that the urgency case in queue is currently urged in acquisition when dialing instruction, and is determining that each urgency case dials the corresponding percent of call completed for dialing section of instruction described；The maximum dialing amount in section is dialed described in determination, and the urgency case is formulated in the dial plan for dialing section based on the percent of call completed and the maximum dialing amount；Instruction is dialed based on described, is dialled according to the dial plan.The invention also discloses a kind of intelligent dialing device, equipment and computer readable storage mediums.The present invention detect dial instruction when, pass through the percent of call completed for urging case and currently dial the maximum dialing amount in section, formulate the dial plan for currently dialing section, and it dials according to dial plan, to urging case flexibly to be urged, dialing cost is reduced, realizes intelligent dialing.
Description
Technical field
The present invention relates to financial technology (Fintech) technical field more particularly to intelligent dialing method, device, equipment with
Computer readable storage medium.
Background technique
In recent years, with financial technology (Fintech), the especially continuous development of internet finance, artificial intelligence technology
It is introduced into the daily service of bank and other financial mechanism.In the daily service process of bank and other financial mechanism, can usually it encounter
User overdue the case where not keeping one's word, such as overdue situations such as not refunding, financial institution at this time, need that user is urged to fulfil letter as early as possible
With responsibility, then the overdue user that do not keep one's word how to be urged to fulfil fiduciary obligation
Traditional urgency mode is to be urged by manually making a phone call to the user that do not keep one's word, it is contemplated that urges process more simple
It is single, therefore financial institution uses the voice dialogue based on AI technology (Artificial Intelligence, artificial intelligence) mostly
Robot dials urgency phone.Compared to the mode manually made a phone call, robot can accomplish that loss of emotion fluctuates, Yong Huxin
Breath holds in close confidence, is easily managed.
But existing robot, dial urge phone when, it then follows be to arrive first the logic first dialed, as long as and depositing
The case to be urged urged is not being completed, robot will dial, and such logic of dialing does not account for not keeping one's word user current
Moment answers possibility, being averaged for each target user occurs and dials the more problem of number, dials higher cost, it is clear that
When urging the overdue user that do not keep one's word to fulfil fiduciary obligation, intelligence is high not enough for existing robot, can not flexibly urge.
Summary of the invention
It is a primary object of the present invention to propose a kind of intelligent dialing method, device, equipment and computer-readable storage medium
Matter, it is intended to improve the intelligence of collection robot, reduce dialing cost, realize intelligent dialing.
To achieve the above object, the present invention provides a kind of intelligent dialing method, and the intelligent dialing method includes following step
It is rapid:
Detecting that the urgency case in queue is currently urged in acquisition, and determines each urgency case when dialing instruction
The corresponding percent of call completed for dialing section of instruction is dialed described；
The maximum dialing amount in section is dialed described in determination, and based on described in the percent of call completed and the maximum dialing amount formulation
Urge case in the dial plan for dialing section；
Instruction is dialed based on described, is dialled according to the dial plan.
Preferably, described to detect that the urgency case in queue is currently urged in acquisition, and determines each institute when dialing instruction
Urgency case, which is stated, in described the step of dialing the instruction corresponding percent of call completed for dialing section includes:
Detect dial instruction when, obtain the current case to be urged urged in queue and urge case again, and described in determination
It urges case whether to meet again and default urges rule again；
By meet it is described it is default urge rule again urge case and the case to be urged to be set as urging case again, and determine each
The urgency case dials the corresponding percent of call completed for dialing section of instruction described.
Preferably, the determination is each described urges case to instruct the step of the corresponding percent of call completed for dialing section in described dial
Suddenly include:
The user information for urging case is obtained, and is based on the user information, determines that each urgency case is corresponding
Feature vector；
Described eigenvector is inputted in trained percent of call completed model in advance, to obtain each urgency case described
Dial the corresponding percent of call completed for dialing section of instruction.
Preferably, described to input described eigenvector before the step in trained percent of call completed model in advance, it is described
Intelligent dialing method further include:
History case is acquired, and extracts the historical user information of the history case；
Section is dialed with default based on the historical user information, constructs corresponding history feature vector, and described in determination
History feature vector is in the default history percent of call completed for dialing section；
Based on history percent of call completed described in the history feature vector sum, training obtains the percent of call completed model.
Preferably, the maximum dialing amount in section is dialed described in the determination, and is dialled based on the percent of call completed and the maximum
Number amount formulates the urgency case in the step of dial plan for dialing section and includes:
It determines each overdue type for urging case, and the logical of each urgency case is determined based on the overdue type
Talk about duration；
Based on the duration of call, the maximum dialing amount in section is dialed described in determination；
Based on the percent of call completed, in the urgency case, quantification is the target case of the maximum dialing amount, with
The target case dials the dial plan in section as described in.
Preferably, described to be based on the percent of call completed, in the urgency case, quantification is the maximum dialing amount
Target case, the step of dial plan in section is dialed described in using the target case include:
Determine that the average call duration for urging case and each maximum for urging case dial number and minimum
Dial number；
The percent of call completed, the maximum dialing amount, the duration of call, the average call duration, the maximum are dialled
It beats number and the minimum dials number, input in the objective function and the bound for objective function of prebuild, with
The corresponding target case in section is dialed to described, dials the dial plan in section described in using the target case.
Preferably, the urgency queue includes urging queue again, described to dial instruction based on described, according to the dial plan
The step of being dialled include:
Based on the destination number dialed instruction, read in the dial plan, and the destination number is dialed, determined
Whether the destination number is connected；
If access failure, by the corresponding target case of the destination number labeled as urging case again, and heavy case is urged for described
Part, which circulates, heavy urges queue to described；
If connecting, it is determined that whether the user of the destination number fulfils credit；
If fulfiling, record it is corresponding keep one's word the date, and by the corresponding target case of the destination number labeled as having urged
Promote；
If failing to act, the corresponding target case of the destination number is circulated to artificial treatment channel.
In addition, to achieve the above object, the present invention also provides a kind of intelligent dialing device, the intelligent dialing device packet
It includes:
Determining module for detecting that the urgency case in queue is currently urged in acquisition when dialing instruction, and determines each
The urgency case dials the corresponding percent of call completed for dialing section of instruction described；
Module is formulated, for dialing the maximum dialing amount in section described in determination, and is based on the percent of call completed and the maximum
Dialing amount formulates the urgency case in the dial plan for dialing section；
Dial module dials for dialing instruction based on described according to the dial plan.
Preferably, the determining module is also used to:
Detect dial instruction when, obtain the current case to be urged urged in queue and urge case again, and described in determination
It urges case whether to meet again and default urges rule again；
By meet it is described it is default urge rule again urge case and the case to be urged to be set as urging case again, and determine each
The urgency case dials the corresponding percent of call completed for dialing section of instruction described.
Preferably, the determining module is also used to:
The user information for urging case is obtained, and is based on the user information, determines that each urgency case is corresponding
Feature vector；
Described eigenvector is inputted in trained percent of call completed model in advance, to obtain each urgency case described
Dial the corresponding percent of call completed for dialing section of instruction.
Preferably, described to input described eigenvector before the step in trained percent of call completed model in advance, it is described
Intelligent dialing method further include:
History case is acquired, and extracts the historical user information of the history case；
Section is dialed with default based on the historical user information, constructs corresponding history feature vector, and described in determination
History feature vector is in the default history percent of call completed for dialing section；
Based on history percent of call completed described in the history feature vector sum, training obtains the percent of call completed model.
Preferably, the formulation module is also used to:
It determines each overdue type for urging case, and the logical of each urgency case is determined based on the overdue type
Talk about duration；
Based on the duration of call, the maximum dialing amount in section is dialed described in determination；
Based on the percent of call completed, in the urgency case, quantification is the target case of the maximum dialing amount, with
The target case dials the dial plan in section as described in.
Preferably, the formulation module is also used to:
Determine that the average call duration for urging case and each maximum for urging case dial number and minimum
Dial number；
The percent of call completed, the maximum dialing amount, the duration of call, the average call duration, the maximum are dialled
It beats number and the minimum dials number, input in the objective function and the bound for objective function of prebuild, with
The corresponding target case in section is dialed to described, dials the dial plan in section described in using the target case.
Preferably, the dial module is also used to:
Based on the destination number dialed instruction, read in the dial plan, and the destination number is dialed, determined
Whether the destination number is connected；
If access failure, by the corresponding target case of the destination number labeled as urging case again, and heavy case is urged for described
Part, which circulates, heavy urges queue to described；
If connecting, it is determined that whether the user of the destination number fulfils credit；
If fulfiling, record it is corresponding keep one's word the date, and by the corresponding target case of the destination number labeled as having urged
Promote；
If failing to act, the corresponding target case of the destination number is circulated to artificial treatment channel.
In addition, to achieve the above object, the present invention also provides a kind of intelligent dialing equipment, the intelligent dialing equipment packet
It includes: memory, processor and being stored in the intelligent dialing program that can be run on the memory and on the processor, it is described
The step of intelligent dialing program realizes intelligent dialing method as described above when being executed by the processor.
In addition, to achieve the above object, it is described computer-readable the present invention also provides a kind of computer readable storage medium
It is stored with intelligent dialing program on storage medium, intelligence as described above is realized when the intelligent dialing program is executed by processor
The step of Dialing Method.
Intelligent dialing method proposed by the present invention is detecting that the urgency in queue is currently urged in acquisition when dialing instruction
Case, and determine that each urgency case dials the corresponding percent of call completed for dialing section of instruction described；Area is dialed described in determination
Between maximum dialing amount, and the urgency case is formulated based on the percent of call completed and the maximum dialing amount and dials section described
Dial plan；Instruction is dialed based on described, is dialled according to the dial plan.The present invention dials instruction detecting
When, by urging the percent of call completed of case and currently dialing the maximum dialing amount in section, formulate currently dial section dial meter
It draws, and dials according to dial plan, to urging case flexibly to be urged, reduce dialing cost, realize intelligent dialing.
Detailed description of the invention
Fig. 1 is the device structure schematic diagram for the hardware running environment that the embodiment of the present invention is related to；
Fig. 2 is the flow diagram of intelligent dialing method first embodiment of the present invention.
The embodiments will be further described with reference to the accompanying drawings for the realization, the function and the advantages of the object of the present invention.
Specific embodiment
It should be appreciated that the specific embodiments described herein are merely illustrative of the present invention, it is not intended to limit the present invention.
As shown in Figure 1, Fig. 1 is the device structure schematic diagram for the hardware running environment that the embodiment of the present invention is related to.
Equipment of the embodiment of the present invention can be PC machine or server apparatus.
As shown in Figure 1, the equipment may include: processor 1001, such as CPU, network interface 1004, user interface
1003, memory 1005, communication bus 1002.Wherein, communication bus 1002 is for realizing the connection communication between these components.
User interface 1003 may include display screen (Display), input unit such as keyboard (Keyboard), optional user interface
1003 can also include standard wireline interface and wireless interface.Network interface 1004 optionally may include that the wired of standard connects
Mouth, wireless interface (such as WI-FI interface).Memory 1005 can be high speed RAM memory, be also possible to stable memory
(non-volatile memory), such as magnetic disk storage.Memory 1005 optionally can also be independently of aforementioned processor
1001 storage device.
It will be understood by those skilled in the art that device structure shown in Fig. 1 does not constitute the restriction to equipment, can wrap
It includes than illustrating more or fewer components, perhaps combines certain components or different component layouts.
As shown in Figure 1, as may include that operating system, network are logical in a kind of memory 1005 of computer storage medium
Believe module, Subscriber Interface Module SIM and intelligent dialing program.
Wherein, operating system is to manage and control the program of intelligent dialing equipment and software resource, supports network communication mould
The operation of block, Subscriber Interface Module SIM, intelligent dialing program and other programs or software；Network communication module is for managing and controlling
Network interface 1002 processed；Subscriber Interface Module SIM is for managing and controlling user interface 1003.
In intelligent dialing equipment shown in Fig. 1, the intelligent dialing equipment calls memory by processor 1001
The intelligent dialing program stored in 1005, and execute the operation in each embodiment of following intelligent dialing methods.
Based on above-mentioned hardware configuration, intelligent dialing method embodiment of the present invention is proposed.
It is the flow diagram of intelligent dialing method first embodiment of the present invention referring to Fig. 2, Fig. 2, which comprises
Step S10 is detecting that the urgency case in queue is currently urged in acquisition when dialing instruction, and is determining each described
Case is urged to dial the corresponding percent of call completed for dialing section of instruction described；
Step S20, determine described in dial the maximum dialing amount in section, and based on the percent of call completed and the maximum dialing amount
The urgency case is formulated in the dial plan for dialing section；
Step S30 dials instruction based on described, dials according to the dial plan.
The intelligent dialing that the present embodiment intelligent dialing method applies to the financing financial institutions such as mechanism or banking system is set
In standby, intelligent dialing equipment can be terminal, robot or PC equipment, and for convenience of description, intelligent dialing equipment is with dial set
The artificial example of device is described.For the overdue user that do not keep one's word, the robot that dials carries out dialing urgency to it, and specific urgency process is
The phone for dialing the overdue user that do not refund, judges whether phone is connected, and connects whether people is the overdue user that do not refund, if
It promises to undertake and refunds in the recent period etc., connect the artificial overdue user that do not refund in confirmation, and the user promises to undertake when refunding in the recent period, dials
Robot will record relevant information and complete this urgency；If the user can not promise to undertake refund, which has dialing robot to turn
It is dealt into artificial treatment channel, and is manually urged by corresponding personnel.During this, if dialing robot detects phone not
Connect, or connect people be not the overdue user that do not refund, then abandon this urgency, and generate it is corresponding it is heavy urge case, with
Just dialing robot urges it again.For convenience of description, below it is overdue do not keep one's word by it is overdue do not refund for be described.
The intelligent dialing equipment of the present embodiment, namely dialing robot, detect dial instruction when, pass through determine urge
The percent of call completed of case, and currently dial the maximum dialing amount in section, formulates corresponding dial plan, and according to dial plan into
Row dialing is urged, and dialing robot is flexibly urged, realizes intelligent dialing.
Each step will be described in detail below:
Step S10 is detecting that the urgency case in queue is currently urged in acquisition when dialing instruction, and is determining each described
Case is urged to dial the corresponding percent of call completed for dialing section of instruction described；
In the present embodiment, the overdue situation of dialing robot real-time monitoring user, does not keep having monitored that user is overdue
When letter, the user information of the user is obtained, which is generated into case to be urged, and case to be urged is added in the case to be urged
In, by it is overdue do not refund for, as long as there is new overdue case of not refunding, the case i.e. be added into wait urge in queue,
In, user information includes name, gender, age, educational background, occupation, telephone number, mobile phone ownership place, amount owed, debt number of days
Etc. information.
It should be noted that the debt number of days in user information changes at any time.
Dialing robot detect dial instruction when, can go urge queue in obtain urge case, wherein dial instruction
Can be the instruction that any time that user assigns assigns, be also possible to it is preset dial the moment, dialing robot is detecting
Current time is when dialing the moment, and instruction is dialed in triggering, and obtains the current urgency case urged in queue based on instruction is dialed.
In the specific implementation, the instruction preferably triggering when detecting that current time is to dial the moment is dialed, also, preset when dialing
Carving excellent is ten, respectively corresponds ten and dials section, respectively [08:00,09:00), [09:00,10:00), [10:00,11:
00), [11:00,12:00), [14:00,15:00), [15:00,16:00), [16:00,17:00), [17:00,18:00),
[18:00,19:00), [19:00,20:00), namely at 8 points, 9 points, 10 points, 11 points, 12 points, 14 points, 15 points, 16 points, 17 points,
At 18 points, 19 points and 20, instruction is dialed in triggering, this, which allows for others and dials to exist constantly, influences the overdue user that do not refund
A possibility that Working Life.
It should be noted that urging queue to include queue to be urged and urge queue again, namely urging case includes queue to be urged
In case to be urged, and urged in queue again and urge case again.
Dialing robot further confirms that each urgencys case corresponding is dialed dialing to instruct after getting and urging case
The percent of call completed in section when then obtaining at 9, urges the urgency case in queue if current triggers when dialing instruction by 9,
And determine each urgency case [09:00,10:00) this dials the percent of call completed in section.
Specifically, determining that each urgency case includes: the step of currently dialing the percent of call completed in section
Step a obtains the user information for urging case, and is based on the user information, determines each urgency case
The corresponding feature vector of part；
In this step, dialing robot further obtains the user information for urging case after getting urgency case,
Wherein, in the specific implementation, preferably gender, age, mobile phone ownership place, debt number of days dial section with current to user information
Deng, and it is based on user information, construct the corresponding feature vector of each urgency case, specially 5 dimensional feature vectors.
Step b inputs described eigenvector in trained percent of call completed model in advance, to obtain each urgency case
The corresponding percent of call completed for dialing section of instruction is dialed described.
In this step, the corresponding feature vector of each urgency case is inputted trained percent of call completed in advance by dialing robot
In model, to export each urgency case in the percent of call completed for currently dialing section by percent of call completed model.
Wherein, the training process of percent of call completed model includes:
History case is acquired, and extracts the historical user information of the history case；
In this step, there is the overdue history case that do not refund in dialing robot extraction, and extract history case in history
The historical user information of part, specifically includes gender, the age, mobile phone ownership place, debt number of days and dials section.Wherein, it is extracting
When history case, to guarantee historical user information safety, when extracting history case, desensitization extraction can be carried out.
Section is dialed with default based on the historical user information, constructs corresponding history feature vector, and described in determination
History feature vector is in the default history percent of call completed for dialing section；
In this step, section is dialed with default based on historical user information, constructs corresponding history feature vector,
In, it is default dial section include [08:00,09:00), [09:00,10:00), [10:00,11:00), [11:00,12:00),
[14:00,15:00), [15:00,16:00), [16:00,17:00), [17:00,18:00), [18:00,19:00), [19:00,
20:00) ten, it is possible to understand that, it in the specific implementation, can be adjusted according to the actual situation, at this point, each history case
Have 10 5 dimensional feature vectors, the label value of each feature vector be the history case it is corresponding dial section answer feelings
Condition indicates if connecting with 1；If access failure is indicated with 0.
It should be noted that if some history case it is a certain dial section connect, such as [14:00,15:00) this group
It beats section to connect, then dials the corresponding feature vector in section after deleting at 15 points.
Due to history it is found that therefore, dialing robot determines that each history case, and will in the connection situation for respectively dialing section
The history case of identical history feature vector merges, and obtains each history feature vector and connects in the history for respectively dialing section
Rate, as history case A is consistent with the history feature vector of history case B, but A connect dial section be [08:00,09:00),
And B is connected dial section be [16:00,17:00), therefore, the history feature vector of A or B [08:00,09:00) this
The history percent of call completed in section be 50 percent, [16:00,17:00) this dial section history percent of call completed be percent
50.
Based on history percent of call completed described in the history feature vector sum, training percent of call completed model.
Based on history feature vector sum history percent of call completed, logistic regression algorithm instruction is specifically can be used in training percent of call completed model
Practice a Logic Regression Models not do herein as percent of call completed model since logistic regression algorithm is a mature algorithm
It repeats, in addition, SVM (Support Vector Machine, supporting vector can also be used in addition to logistic regression algorithm more
Machine), naive Bayesian, the sorting algorithm of the maturation such as decision tree.
Step S20, determine described in dial the maximum dialing amount in section, and based on the percent of call completed and the maximum dialing amount
The urgency case is formulated in the dial plan for dialing section.
In the present embodiment, dialing robot determine each urgency case after the percent of call completed for currently dialing section, into
One step determines the maximum dialing amount for currently dialing section, it is possible to understand that, it is dialed in section at one, the robot that dials dials
Quantity is limited, therefore, it is only necessary to know that each duration of call for urging case can determine that the maximum for currently dialing section is dialled
Number amount, wherein each air time for urging case can speculate according to history case obtain, specifically can be with the flat of history case
The equal duration of call requires 15 minutes as each duration of call for urging case, such as each take on the telephone, then dialing robot
It is dialed in section at one and is only capable of dialing 4 and takes on the telephone, namely dialing robot is 4 in the maximum dialing amount for dialing section.It connects
, based on each urgency case in the percent of call completed for currently dialing section, and the maximum dialing amount in section is currently dialed, formulated corresponding
Dial plan pick out the target case formulation that quantity is maximum dialing amount and dial meter that is, in all urgency cases
It draws.If current urge in queue has 10 urgency cases, the maximum dialing amount for currently dialing section is 4, then that specifies dials meter
It draws and is then urged specifically to select any 4 urgencys cases, in the specific implementation, will turn on higher the urgencys case of rate and be used as group
Play plan.
Step S30 dials instruction based on described, dials according to the dial plan.
In the present embodiment, based on instruction is dialed, dialing robot dials according to the dial plan of formulation, namely dials
Number robot detect dial instruction when, specify dial plan, and urge the overdue user that do not refund according to dial plan
Promote.
Specifically, urging queue includes urging queue again, step S30 includes:
Based on the destination number dialed instruction, read in the dial plan, and the destination number is dialed, determined
Whether the destination number is connected；
Dialing robot detect dial instruction when, formulate corresponding dial plan, and read the mesh in dial plan
Label code, and destination number is dialed, judge whether destination number is connected.Judgment mode can be confirmed whether to acquire within a preset time
To voice；Alternatively, whether hearing the prompt tone etc. being not turned within a preset time.It should be noted that overdue do not refund
User connects phone but non-sounding is also determined as access failure；The corresponding receiver of destination number is not that overdue do not refund is also sentenced in person
Be set to access failure, specific judgment mode can be whether inquiry other side is owner, and the reply voice of semantic analysis other side whether
Include confirmation sentence or negative sentence etc..
If access failure, by the corresponding target case of the destination number labeled as urging case again, and heavy case is urged for described
Part, which circulates, heavy urges queue to described；
If the robot that dials determines destination number access failure, the corresponding target case of destination number is labeled as to urge case again
Part, and case circulation will be urged to queue is urged again again, so that subsequent dialing robot urges it again, wherein urge queue packet again
It is contained in and urges in queue, it is specific that queue is urged to include queue to be urged and urge queue again.So far, this dialing is urged and being terminated.
If connecting, it is determined that whether the user of the destination number fulfils credit；
If the robot that dials determines that destination number is connected, further determine that whether the user of destination number fulfils credit,
Namely whether the overdue user that do not refund of confirmation promises to undertake refund, refunds in the recent period if the user promises to undertake, it is determined that the user fulfils credit；
If the user can not promise to undertake recent refund, it is determined that the user can not fulfil credit.
If fulfiling, record it is corresponding keep one's word the date, and by the corresponding target case of the destination number labeled as having urged
Promote；
If the user of dialing robot confirmation destination number fulfils credit, corresponding date namely use of keeping one's word is recorded
The refund date that family is promised to undertake, and by the corresponding target case of destination number labeled as having urged, so far, knot is urged in this dialing
Beam.
If failing to act, the corresponding target case of the destination number is circulated to artificial treatment channel.
If the user of dialing robot confirmation destination number can not fulfil credit namely the user and can not promise to undertake in the recent period also
Money then circulates the corresponding target case of the destination number to artificial treatment channel, by artificial treatment channel related personnel into
Pedestrian's work is urged.So far, this dialing is urged and being terminated.
The present embodiment is detecting that the urgency case in queue is currently urged in acquisition when dialing instruction, and determines each described
Case is urged to dial the corresponding percent of call completed for dialing section of instruction described；The maximum dialing amount in section is dialed described in determination, and
The urgency case is formulated in the dial plan for dialing section based on the percent of call completed and the maximum dialing amount；Based on institute
It states and dials instruction, dial according to the dial plan.The present invention detect dial instruction when, pass through and case urged to connect
Passband and currently dial the maximum dialing amount in section, formulate the dial plan for currently dialing section, and according to dial plan into
Row dialing reduces dialing cost, realizes intelligent dialing to urging case flexibly to be urged.
Further, it is based on intelligent dialing method first embodiment of the present invention, proposes intelligent dialing method second of the present invention
Embodiment.
The difference of the first embodiment of the second embodiment and intelligent dialing method of intelligent dialing method is, step S10
Include:
Step c, detect dial instruction when, obtain the current case to be urged urged in queue and urge case again, and is true
It is fixed described heavy to urge case whether to meet default urging rule again；
Step d, by meet it is described it is default urge rule again urge case and the case to be urged to be set as urging case again, and
Determine that each urgency case dials the corresponding percent of call completed for dialing section of instruction described.
The urgency case of the present embodiment includes case to be urged and urges case again, therefore is determining each percent of call completed for urging case
When, it is also necessary to consider that urges case again urges rule again, same urgencys case is avoided frequently to urge, increases and dial number, increase is urged
Facilitate this.
Each step will be described in detail below:
Step c, detect dial instruction when, obtain the current case to be urged urged in queue and urge case again, and is true
It is fixed described heavy to urge case whether to meet default urging rule again；
In the present embodiment, queue is urged to include queue to be urged and urge in team again, namely urging case includes case to be urged
Urge case again, case to be urged is specially case of not refunding overdue for the first time, and urging case again is specially to dial to urge twice and twice
Above overdue case of not refunding.Dialing robot is detecting that the case to be urged in queue is currently urged in acquisition when dialing instruction
Part and case is urged again, and determine to urge and urge case whether to meet again default urging rule again in queue.
Wherein, urge again rule be specially it is same urge interval time for urging again of case have to be larger than one it is default when
Between, the interval time that such as same urgency case is urged twice has to be larger than 1 hour, it is possible to understand that, this is frequent in order to prevent
Urgency phone is dialed to the overdue user that do not refund, causes to dial number and increase, increases dialing cost.
Therefore, after getting the urgency case urged in queue, it is case to be urged which, which is first distinguished, which is to urge case again
Part, and determine that urging which in case again is just to have urged, namely urged in previous hour, so that it is determined that urgency case
Urge which satisfaction of case is default to urge rule again again in part, which is unsatisfactory for presetting urges rule again.
Step d, by meet it is described it is default urge rule again urge case and the case to be urged to be set as urging case again, and
Determine that each urgency case dials the corresponding percent of call completed for dialing section of instruction described.
In the present embodiment, dialing robot will case be urged, and meet it is default urge rule again urge case to be set as again
Case is urged, then goes to determine each urgency case in the percent of call completed for currently dialing section, that is, will be unsatisfactory for presetting urging rule again
Case is urged to filter again, remaining is to urge case.
The urgency case of the present embodiment includes case to be urged and urges case again, when determining each percent of call completed for urging case,
Only calculate case to be urged and meet urge again rule the percent of call completed for urging case again, for be discontented with lumping weight urge rule urge case again not
It needs to calculate its percent of call completed, and does not also need to carry out it dialing urgency, realize intelligent dialing, reduce dialing cost.
Further, it is based on the first, second embodiment of intelligent dialing method of the present invention, proposes intelligent dialing method of the present invention
3rd embodiment.
The difference of first, second embodiment of the 3rd embodiment and intelligent dialing method of intelligent dialing method is, walks
Suddenly S20 includes:
Step e determines each overdue type for urging case, and determines each urgency case based on the overdue type
The duration of call of part；
Step f is based on the duration of call, the maximum dialing amount in section is dialed described in determination；
Step g is based on the percent of call completed, and in the urgency case, quantification is the target of the maximum dialing amount
Case dials section using the target case described in.
The present embodiment determines each duration of call for urging case by the overdue class types of urgency case, and according to call
Duration determination currently dials the maximum dialing amount in section, namely dialing the maximum dialing amount in section is dynamic change, dial set
Device people obtains the different maximum dialing amounts of the difference for dialing section, is reducing according to the difference of each urgency case for dialing section
While the cost that dials, dialing efficiency is improved.
Each step will be described in detail below:
Step e determines each overdue type for urging case, and determines each urgency case based on the overdue type
The duration of call of part.
In the present embodiment, after dialing robot urges case in getting urgency queue, each urgency case is determined
Overdue type determine each duration of call for urging case and according to overdue type, wherein overdue type includes: overdue 1 day,
Overdue 1-4 days, overdue 4 days three of the above, it is possible to understand that, the corresponding urgency phone words art of different overdue number of days can also exist
Difference, therefore, the duration of call of the urgency case of different overdue number of days are also different, specifically, according to overdue 1 day history
The average call duration of case determines the duration of call of overdue 1 day urgency case, similarly, determines overdue 1-4 days urgency cases
The duration of call of the urgency case of the duration of call of part and overdue 4 days or more.
Further, overdue type also may particularly include for the first time debt not also, second and the above debt not also etc., having
It when body is implemented, is defined, such as can also be divided according to type of service as the case may be.
Step f is based on the duration of call, the maximum dialing amount in section is dialed described in determination.
In the present embodiment, when calculating currently dials the maximum dialing amount in section, the current urgency case for urging queue is obtained
Part, and determine each duration of call for urging case, then determine the processing of most multipotency divided by each duration of call with the duration for dialing section
How many is a for the urgency case of identical overdue type, further according to the quantity of the urgency case of each overdue type, determines maximum dialing
Amount.Such as dialing section is 1 hour, the duration of call is there are two 15 minutes urgency cases, and the duration of call is to have 4 in 20 minutes
A, it is 1 that the duration of call, which is 10 minutes, then the duration of call 15 minutes urgency cases at most can handle 4, the duration of call
20 minutes urgency cases at most can handle 3, and the duration of call 10 minutes urgency cases at most can handle 6, due to
The urgency case that the duration of call is 15 minutes and the duration of call is 10 minutes does not have so much, and dialing robot is only capable of processing 1
The urgency case that the duration of call is 10 minutes, the urgency case and 1 20 minutes urgency case that 2 duration of calls are 15 minutes
Part, the maximum dialing amount for currently being dialed section is 4.
Step g is based on the percent of call completed, and in the urgency case, quantification is the target of the maximum dialing amount
Case dials the dial plan in section using the target case described in.
In the present embodiment, dialing robot is according to each percent of call completed for urging case, in all urgency cases, determines
Quantity is the target data of maximum dialing amount, namely maximum dialing amount is how many, i.e., picks out corresponding number from urgency case
The target case of amount, using target case as dial plan.
Specifically, the maximum dialing amount for currently dialing section is 4, then choosing the duration of call is by taking above-mentioned example as an example
10 minutes urgency cases 1, the duration of call are urgency case 2 of 15 minutes, the urgency case 1 that the duration of call is 20 minutes
It is a, and the urgency case that the duration of call is 20 minutes is percent of call completed highest in urgency case that 4 duration of calls are 20 minutes
That, this four are urged cases as currently to dial the dial plans in section.
Further, step g includes:
Determine that the average call duration for urging case and each maximum for urging case dial number and minimum
Dial number；
In another embodiment, it when formulation currently dials the dial plan in section, also needs to obtain the urgency case
Average call duration, and each maximum for urging case dials number and minimum dials number, wherein to avoid frequently to same
Overdue subscriber dialing of not refunding increases unnecessary dialing cost, and each urgency case has maximum to dial number, meanwhile, it is
Guarantee that each urgency case has dialing to urge, each urgency case has minimum to dial number.
The percent of call completed, the maximum dialing amount, the duration of call, the average call duration, the maximum are dialled
It beats number and the minimum dials number, input in the objective function and the bound for objective function of prebuild, with
The corresponding target case in section is dialed to described, dials the dial plan in section described in using the target case.
Then, dialing robot by determine give each urgency case percent of call completed, currently dial section maximum dialing amount,
Each duration of call for urging case, the average call duration of all urgencys cases, each urgency case maximum dial number and
Minimum dials number, in the objective function and bound for objective function for inputting and constructing, to currently be dialed section
Dial plan.
Specifically, objective function maximizes the expectation percent of call completed of all overdue users that do not refund, specific formula are as follows:
The bound for objective function are as follows:
1, the dialling duration for dialing section should be less than the maximum dialing amount duration of call upper limit；
2, it is each urge case dial that number should dial number between maximum and minimum is dialed between number.
Specific formula are as follows:
The above-mentioned objective function with constraint condition is finally solved, the dial plan in section is currently dialed.
Wherein, (as described in above-described embodiment, dial interval number is that 10), M indicates to urge case to 1≤i≤dial interval number
Heatstroke, 1≤p≤M, and i and p belong to integer；
api: the corresponding overdue user that do not refund of p-th of case answers wish in i-th of time interval, passes through connection
Rate model determines；
tp: the duration of call of the corresponding overdue user that do not refund of p-th of case；
mp: the maximum of the corresponding accommodator of p-th of case dials number；
m’p: the minimum of the corresponding accommodator of p-th of case dials number；
xpi: whether the corresponding accommodator of p-th of case is made a phone call in i-th of time interval, x ∈ 0,1, is 0 table
Show and do not dial, indicates to dial for 1, be acquired by above-mentioned objective function and constraint condition；
ci: dial the maximum dialing amount in section for i-th；
All average call durations for urging case.
Since in dialing procedure, there are new cases to be urged, and urge case to generate again, therefore, dialing robot exists
When each dialing section and dialled, require that the objective function and constraint condition is called currently to dial the optimal of section to update
Dial plan.Namely it can be obtained by the objective function and constraint condition and which dial section at which number this dials.
The natural law that the comprehensive many kinds of parameters of the present embodiment and each parameter follow in practical situations, it is ensured that dialing is most
It is excellent, the optimal dial plan for currently dialing section is formulated by objective function and constraint condition, realizes intelligent dialing.
The present invention also provides a kind of intelligent dialing devices.Intelligent dialing device of the present invention includes:
Determining module for detecting that the urgency case in queue is currently urged in acquisition when dialing instruction, and determines each
The urgency case dials the corresponding percent of call completed for dialing section of instruction described；
Module is formulated, for dialing the maximum dialing amount in section described in determination, and is based on the percent of call completed and the maximum
Dialing amount formulates the urgency case in the dial plan for dialing section；
Dial module dials for dialing instruction based on described according to the dial plan.
Further, the determining module is also used to:
Detect dial instruction when, obtain the current case to be urged urged in queue and urge case again, and described in determination
It urges case whether to meet again and default urges rule again；
By meet it is described it is default urge rule again urge case and the case to be urged to be set as urging case again, and determine each
The urgency case dials the corresponding percent of call completed for dialing section of instruction described.
Further, the determining module is also used to:
The user information for urging case is obtained, and is based on the user information, determines that each urgency case is corresponding
Feature vector；
Described eigenvector is inputted in trained percent of call completed model in advance, to obtain each urgency case described
Dial the corresponding percent of call completed for dialing section of instruction.
Further, described to input described eigenvector before the step in trained percent of call completed model in advance, institute
State intelligent dialing method further include:
History case is acquired, and extracts the historical user information of the history case；
Section is dialed with default based on the historical user information, constructs corresponding history feature vector, and described in determination
History feature vector is in the default history percent of call completed for dialing section；
Based on history percent of call completed described in the history feature vector sum, training obtains the percent of call completed model.
Further, the formulation module is also used to:
It determines each overdue type for urging case, and the logical of each urgency case is determined based on the overdue type
Talk about duration；
Based on the duration of call, the maximum dialing amount in section is dialed described in determination；
Based on the percent of call completed, in the urgency case, quantification is the target case of the maximum dialing amount, with
The target case dials the dial plan in section as described in.
Further, the formulation module is also used to:
Determine that the average call duration for urging case and each maximum for urging case dial number and minimum
Dial number；
The percent of call completed, the maximum dialing amount, the duration of call, the average call duration, the maximum are dialled
It beats number and the minimum dials number, input in the objective function and the bound for objective function of prebuild, with
The corresponding target case in section is dialed to described, dials the dial plan in section described in using the target case.
Further, the dial module is also used to:
Based on the destination number dialed instruction, read in the dial plan, and the destination number is dialed, determined
Whether the destination number is connected；
If access failure, by the corresponding target case of the destination number labeled as urging case again, and heavy case is urged for described
Part, which circulates, heavy urges queue to described；
If connecting, it is determined that whether the user of the destination number fulfils credit；
If fulfiling, record it is corresponding keep one's word the date, and by the corresponding target case of the destination number labeled as having urged
Promote；
If failing to act, the corresponding target case of the destination number is circulated to artificial treatment channel.
The present invention also provides a kind of computer readable storage mediums.
Intelligent dialing program is stored on computer readable storage medium of the present invention, the intelligent dialing program is by processor
The step of intelligent dialing method as described above is realized when execution.
Wherein, the intelligent dialing program run on the processor, which is performed realized method, can refer to the present invention
The each embodiment of intelligent dialing method, details are not described herein again.
It should be noted that, in this document, the terms "include", "comprise" or its any other variant are intended to non-row
His property includes, so that the process, method, article or the system that include a series of elements not only include those elements, and
And further include other elements that are not explicitly listed, or further include for this process, method, article or system institute it is intrinsic
Element.In the absence of more restrictions, the element limited by sentence "including a ...", it is not excluded that including being somebody's turn to do
There is also other identical elements in the process, method of element, article or system.
The serial number of the above embodiments of the invention is only for description, does not represent the advantages or disadvantages of the embodiments.
Through the above description of the embodiments, those skilled in the art can be understood that above-described embodiment side
Method can be realized by means of software and necessary general hardware platform, naturally it is also possible to by hardware, but in many cases
The former is more preferably embodiment.Based on this understanding, technical solution of the present invention substantially in other words does the prior art
The part contributed out can be embodied in the form of software products, which is stored in one as described above
In storage medium (such as ROM/RAM, magnetic disk, CD), including some instructions are used so that terminal device (it can be mobile phone,
Computer, server, air conditioner or network equipment etc.) execute method described in each embodiment of the present invention.
The above is only a preferred embodiment of the present invention, is not intended to limit the scope of the invention, all to utilize this hair
Equivalent structure or equivalent flow shift made by bright specification and accompanying drawing content, is applied directly or indirectly in other relevant skills
Art field, is included within the scope of the present invention.
Claims (10)
1. a kind of intelligent dialing method, which is characterized in that the intelligent dialing method includes the following steps:
It is detecting that the urgency case in queue is currently urged in acquisition when dialing instruction, and is determining each urgency case in institute
It states and dials the corresponding percent of call completed for dialing section of instruction；
The maximum dialing amount in section is dialed described in determination, and the urgency is formulated based on the percent of call completed and the maximum dialing amount
Case is in the dial plan for dialing section；
Instruction is dialed based on described, is dialled according to the dial plan.
2. intelligent dialing method as described in claim 1, which is characterized in that described to detect that acquisition is worked as when dialing instruction
Urgency case in preceding urgency queue, and determine that each urgency case dials the corresponding connection for dialing section of instruction described
The step of rate includes:
Detect dial instruction when, obtain the current case to be urged urged in queue and urge case again, and determination is described heavy urges
Whether case meets to preset is urged rule again；
By meet it is described it is default urge rule again urge case and the case to be urged to be set as urging case again, and determine each described
Case is urged to dial the corresponding percent of call completed for dialing section of instruction described.
3. intelligent dialing method as claimed in claim 2, which is characterized in that each urgency case of determination is at described group
Beating the step of instructing the corresponding percent of call completed for dialing section includes:
The user information for urging case is obtained, and is based on the user information, determines the corresponding spy of each urgency case
Levy vector；
Described eigenvector is inputted in trained percent of call completed model in advance, is dialed with obtaining each urgency case described
Instruct the corresponding percent of call completed for dialing section.
4. intelligent dialing method as claimed in claim 3, which is characterized in that described that described eigenvector is inputted training in advance
Before step in good percent of call completed model, the intelligent dialing method further include:
History case is acquired, and extracts the historical user information of the history case；
Section is dialed with default based on the historical user information, constructs corresponding history feature vector, and determine the history
Feature vector is in the default history percent of call completed for dialing section；
Based on history percent of call completed described in the history feature vector sum, training obtains the percent of call completed model.
5. intelligent dialing method as described in claim 1, which is characterized in that dial the maximum dialing in section described in the determination
Amount, and the urgency case is formulated in the dial plan for dialing section based on the percent of call completed and the maximum dialing amount
Step includes:
When determining each overdue type for urging case, and determining each call for urging case based on the overdue type
It is long；
Based on the duration of call, the maximum dialing amount in section is dialed described in determination；
Based on the percent of call completed, in the urgency case, quantification is the target case of the maximum dialing amount, with described
Target case dials the dial plan in section as described in.
6. intelligent dialing method as claimed in claim 5, which is characterized in that it is described to be based on the percent of call completed, in the urgency
In case, quantification is the target case of the maximum dialing amount, and dialling for section is dialed described in using the target case
Beating the step of planning includes:
It determines the average call duration for urging case and each maximum for urging case dials number and minimum is dialed
Number；
The percent of call completed, the maximum dialing amount, the duration of call, the average call duration, the maximum are dialed secondary
The several and minimum dials number, inputs in the objective function and the bound for objective function of prebuild, to obtain
It states and dials the corresponding target case in section, dial the dial plan in section described in using the target case.
7. intelligent dialing method as claimed in any one of claims 1 to 6 again, which is characterized in that the urgency queue includes urging
Queue, it is described to include: based on described the step of dialing instruction, being dialled according to the dial plan
Based on the destination number dialed instruction, read in the dial plan, and the destination number is dialed, described in determination
Whether destination number is connected；
If access failure, by the corresponding target case of the destination number labeled as urging case again, and heavy case stream is urged for described
It goes to and described heavy urges queue；
If connecting, it is determined that whether the user of the destination number fulfils credit；
If fulfiling, record it is corresponding keep one's word the date, and by the corresponding target case of the destination number labeled as having urged；
If failing to act, the corresponding target case of the destination number is circulated to artificial treatment channel.
8. a kind of intelligent dialing device, which is characterized in that the intelligent dialing device includes:
Determining module for detecting that the urgency case in queue is currently urged in acquisition when dialing instruction, and determines each described
Case is urged to dial the corresponding percent of call completed for dialing section of instruction described；
Module is formulated, for dialing the maximum dialing amount in section described in determination, and based on the percent of call completed and the maximum dialing
Amount formulates the urgency case in the dial plan for dialing section；
Dial module dials for dialing instruction based on described according to the dial plan.
9. a kind of intelligent dialing equipment, which is characterized in that the intelligent dialing equipment includes: memory, processor and is stored in
On the memory and the intelligent dialing program that can run on the processor, the intelligent dialing program is by the processor
The step of intelligent dialing method as described in any one of claims 1 to 7 is realized when execution.
10. a kind of computer readable storage medium, which is characterized in that be stored with intelligence on the computer readable storage medium and dial
Number program realizes the intelligent dialing as described in any one of claims 1 to 7 when the intelligent dialing program is executed by processor
The step of method.
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| CN201910776534.6A CN110475033B (en) | 2019-08-21 | 2019-08-21 | Intelligent dialing method, device, equipment and computer readable storage medium |
| PCT/CN2020/109045 WO2021031985A1 (en) | 2019-08-21 | 2020-08-14 | Intelligent dialing method, apparatus, device, and computer readable storage medium |
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| WO2021031985A1 (en) * | 2019-08-21 | 2021-02-25 | 深圳前海微众银行股份有限公司 | Intelligent dialing method, apparatus, device, and computer readable storage medium |
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| CN110475033B (en) | 2021-08-03 |
| WO2021031985A1 (en) | 2021-02-25 |
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