CN110475033B - 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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- CN110475033B CN110475033B CN201910776534.6A CN201910776534A CN110475033B CN 110475033 B CN110475033 B CN 110475033B CN 201910776534 A CN201910776534 A CN 201910776534A CN 110475033 B CN110475033 B CN 110475033B
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- 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
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- 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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- 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
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- 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 an intelligent dialing method, which comprises the following steps: when a dialing instruction is detected, acquiring prompting cases in a current prompting queue, and determining the call completing rate of each prompting case in a dialing interval corresponding to the dialing instruction; determining the maximum dialing amount of the dialing interval, and customizing a dialing plan of the urging case in the dialing interval based on the call completing rate and the maximum dialing amount; and dialing according to the dialing plan based on the dialing instruction. The invention also discloses an intelligent dialing device, equipment and a computer readable storage medium. When a dialing instruction is detected, the invention formulates a dialing plan of the current dialing interval by prompting the call completing rate of the case and the maximum dialing amount of the current dialing interval, and dials according to the dialing plan, thereby flexibly prompting the case prompting, reducing the dialing cost and realizing intelligent dialing.
Description
Technical Field
The invention relates to the technical field of financial technology (Fintech), in particular to an intelligent dialing method, an intelligent dialing device, intelligent dialing equipment and a computer readable storage medium.
Background
In recent years, with the development of financial technology (Fintech), particularly internet finance, artificial intelligence technology has been introduced into daily services of financial institutions such as banks. In the daily service process of financial institutions such as banks, the situation that a user is overdue and not credited is often encountered, such as overdue and not repayment, and the financial institution needs to urge the user to perform credit function as soon as possible, how do the overdue and not credited user be urged to perform credit function?
The traditional urging mode is to urge the user who is not in charge by manually dialing a telephone, and most financial institutions dial urging calls by voice conversation robots based on an AI technology (Artificial Intelligence) in consideration of a simple urging process. Compared with a manual calling mode, the robot can achieve no emotional fluctuation, and user information is strictly confidential and easy to manage.
However, when the existing robot calls for promotion, the logic of first-come first-call dialing is followed, and the robot dials as long as there is a case to be promoted which is not completed, such dialing logic does not consider the possibility of answering by the non-trusted user at the current moment, and the problem of more average dialing times of each target user occurs, and dialing cost is higher.
Disclosure of Invention
The invention mainly aims to provide an intelligent dialing method, device, equipment and a computer readable storage medium, aiming at improving the intelligence of a robot for hastening receipts, reducing the dialing cost and realizing intelligent dialing.
In order to achieve the above object, the present invention provides an intelligent dialing method, which comprises the following steps:
when a dialing instruction is detected, acquiring prompting cases in a current prompting queue, and determining the call completing rate of each prompting case in a dialing interval corresponding to the dialing instruction;
determining the maximum dialing amount of the dialing interval, and customizing a dialing plan of the urging case in the dialing interval based on the call completing rate and the maximum dialing amount;
and dialing according to the dialing plan based on the dialing instruction.
Preferably, the step of acquiring the prompting cases in the current prompting queue and determining the call completing rate of each prompting case in the dialing interval corresponding to the dialing instruction when the dialing instruction is detected includes:
when a dialing instruction is detected, acquiring a case to be urged and a case to be urged in a current urging queue, and determining whether the case to be urged satisfies a preset urging rule or not;
and setting the case to be urged and the case to be urged meeting the preset urging rule as urging cases, and determining the call completing rate of each urging case in the dialing interval corresponding to the dialing instruction.
Preferably, the step of determining the call-in rate of each urging case in the dialing interval corresponding to the dialing instruction includes:
acquiring user information of the urging cases, and determining a feature vector corresponding to each urging case based on the user information;
and inputting the characteristic vector into a pre-trained call completing rate model to obtain the call completing rate of each urging case in the dialing interval corresponding to the dialing instruction.
Preferably, before the step of inputting the feature vector into a pre-trained call completing rate model, the intelligent dialing method further includes:
collecting historical cases and extracting historical user information of the historical cases;
constructing a corresponding historical feature vector based on the historical user information and a preset dialing interval, and determining the historical call completing rate of the historical feature vector in the preset dialing interval;
and training to obtain the call completing rate model based on the historical feature vector and the historical call completing rate.
Preferably, the step of determining the maximum dialing amount of the dialing interval and customizing the dialing plan of the urging case in the dialing interval based on the call completing rate and the maximum dialing amount comprises:
determining overdue types of all urging cases, and determining the call duration of all urging cases based on the overdue types;
determining the maximum dialing amount of the dialing interval based on the call duration;
and determining target cases with the maximum dialing quantity in the prompting cases based on the call completing rate, and taking the target cases as the dialing plan of the dialing interval.
Preferably, the step of determining, in the prompting cases, the target cases with the maximum dialing amount based on the call completing rate, and using the target cases as the dialing plan of the dialing interval includes:
determining the average call duration of the urging cases, and the maximum dialing times and the minimum dialing times of each urging case;
inputting the call completing rate, the maximum dialing amount, the call duration, the average call duration, the maximum dialing times and the minimum dialing times into a pre-constructed objective function and constraint conditions of the objective function to obtain a target case corresponding to the dialing interval, and taking the target case as a dialing plan of the dialing interval.
Preferably, the urging queue includes a re-urging queue, and the step of dialing according to the dialing plan based on the dialing instruction includes:
reading a target number in the dialing plan based on the dialing instruction, dialing the target number, and determining whether the target number is connected;
if the target case is not switched on, the target case corresponding to the target number is marked as a restarting case, and the restarting case is transferred to the restarting queue;
if yes, determining whether the user of the target number fulfills credit or not;
if yes, recording corresponding credit keeping date, and marking the target case corresponding to the target number as promoted;
and if not, transferring the target case flow corresponding to the target number to a manual processing channel.
In addition, to achieve the above object, the present invention also provides an intelligent dialing apparatus, including:
the determining module is used for acquiring prompting cases in a current prompting queue when a dialing instruction is detected, and determining the call completing rate of each prompting case in a dialing interval corresponding to the dialing instruction;
the formulating module is used for determining the maximum dialing amount of the dialing interval and formulating a dialing plan of the urging case in the dialing interval based on the call completing rate and the maximum dialing amount;
and the dialing module is used for dialing according to the dialing plan based on the dialing instruction.
Preferably, the determining module is further configured to:
when a dialing instruction is detected, acquiring a case to be urged and a case to be urged in a current urging queue, and determining whether the case to be urged satisfies a preset urging rule or not;
and setting the case to be urged and the case to be urged meeting the preset urging rule as urging cases, and determining the call completing rate of each urging case in the dialing interval corresponding to the dialing instruction.
Preferably, the determining module is further configured to:
acquiring user information of the urging cases, and determining a feature vector corresponding to each urging case based on the user information;
and inputting the characteristic vector into a pre-trained call completing rate model to obtain the call completing rate of each urging case in the dialing interval corresponding to the dialing instruction.
Preferably, before the step of inputting the feature vector into a pre-trained call completing rate model, the intelligent dialing method further includes:
collecting historical cases and extracting historical user information of the historical cases;
constructing a corresponding historical feature vector based on the historical user information and a preset dialing interval, and determining the historical call completing rate of the historical feature vector in the preset dialing interval;
and training to obtain the call completing rate model based on the historical feature vector and the historical call completing rate.
Preferably, the formulation module is further configured to:
determining overdue types of all urging cases, and determining the call duration of all urging cases based on the overdue types;
determining the maximum dialing amount of the dialing interval based on the call duration;
and determining target cases with the maximum dialing quantity in the prompting cases based on the call completing rate, and taking the target cases as the dialing plan of the dialing interval.
Preferably, the formulation module is further configured to:
determining the average call duration of the urging cases, and the maximum dialing times and the minimum dialing times of each urging case;
inputting the call completing rate, the maximum dialing amount, the call duration, the average call duration, the maximum dialing times and the minimum dialing times into a pre-constructed objective function and constraint conditions of the objective function to obtain a target case corresponding to the dialing interval, and taking the target case as a dialing plan of the dialing interval.
Preferably, the dialing module is further configured to:
reading a target number in the dialing plan based on the dialing instruction, dialing the target number, and determining whether the target number is connected;
if the target case is not switched on, the target case corresponding to the target number is marked as a restarting case, and the restarting case is transferred to the restarting queue;
if yes, determining whether the user of the target number fulfills credit or not;
if yes, recording corresponding credit keeping date, and marking the target case corresponding to the target number as promoted;
and if not, transferring the target case flow corresponding to the target number to a manual processing channel.
In addition, to achieve the above object, the present invention also provides an intelligent dialing apparatus, including: the intelligent dialing system comprises a memory, a processor and an intelligent dialing program stored on the memory and capable of running on the processor, wherein the intelligent dialing program realizes the steps of the intelligent dialing method when being executed by the processor.
In addition, to achieve the above object, the present invention also provides a computer readable storage medium having stored thereon an intelligent dialing program, which when executed by a processor, implements the steps of the intelligent dialing method as described above.
According to the intelligent dialing method, when a dialing instruction is detected, prompting cases in a current prompting queue are obtained, and the call completing rate of each prompting case in a dialing interval corresponding to the dialing instruction is determined; determining the maximum dialing amount of the dialing interval, and customizing a dialing plan of the urging case in the dialing interval based on the call completing rate and the maximum dialing amount; and dialing according to the dialing plan based on the dialing instruction. When a dialing instruction is detected, the invention formulates a dialing plan of the current dialing interval by prompting the call completing rate of the case and the maximum dialing amount of the current dialing interval, and dials according to the dialing plan, thereby flexibly prompting the case prompting, reducing the dialing cost and realizing intelligent dialing.
Drawings
FIG. 1 is a schematic diagram of an apparatus architecture of a hardware operating environment according to an embodiment of the present invention;
fig. 2 is a flowchart illustrating a first embodiment of an intelligent dialing method according to the present invention.
The implementation, functional features and advantages of the objects of the present invention will be further explained with reference to the accompanying drawings.
Detailed Description
It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.
As shown in fig. 1, fig. 1 is a schematic device structure diagram of a hardware operating environment according to an embodiment of the present invention.
The device of the embodiment of the invention can be a PC or a server device.
As shown in fig. 1, the apparatus may include: a processor 1001, such as a CPU, a network interface 1004, a user interface 1003, a memory 1005, a communication bus 1002. Wherein a communication bus 1002 is used to enable connective communication between these components. The user interface 1003 may include a Display screen (Display), an input unit such as a Keyboard (Keyboard), and the optional user interface 1003 may also include a standard wired interface, a wireless interface. The network interface 1004 may optionally include a standard wired interface, a wireless interface (e.g., WI-FI interface). The memory 1005 may be a high-speed RAM memory or a non-volatile memory (e.g., a magnetic disk memory). The memory 1005 may alternatively be a storage device separate from the processor 1001.
Those skilled in the art will appreciate that the configuration of the apparatus shown in fig. 1 is not intended to be limiting of the apparatus and may include more or fewer components than those shown, or some components may be combined, or a different arrangement of components.
As shown in fig. 1, a memory 1005, which is a kind of computer storage medium, may include therein an operating system, a network communication module, a user interface module, and a smart dialing program.
The operating system is a program for managing and controlling the intelligent dialing equipment and software resources, and supports the running of a network communication module, a user interface module, an intelligent dialing program and other programs or software; the network communication module is used for managing and controlling the network interface 1002; the user interface module is used to manage and control the user interface 1003.
In the smart dialing apparatus shown in fig. 1, the smart dialing apparatus calls a smart dialing program stored in a memory 1005 through a processor 1001 and performs operations in the various embodiments of the smart dialing method described below.
Based on the hardware structure, the embodiment of the intelligent dialing method is provided.
Referring to fig. 2, fig. 2 is a schematic flowchart of a first embodiment of the intelligent dialing method of the present invention, where the method includes:
step S10, when a dialing instruction is detected, acquiring prompting cases in a current prompting queue, and determining the call completing rate of each prompting case in a dialing interval corresponding to the dialing instruction;
step S20, determining the maximum dialing amount of the dialing interval, and customizing the dialing plan of the urging case in the dialing interval based on the call completing rate and the maximum dialing amount;
and step S30, based on the dialing instruction, dialing according to the dialing plan.
The intelligent dialing method is applied to intelligent dialing equipment of financial institutions such as financial institutions or bank systems, the intelligent dialing equipment can be terminals, robots or PC equipment, and for convenience in description, the intelligent dialing equipment is described by taking a dialing robot as an example. For overdue and non-credited users, the dialing robot carries out dialing promotion on the overdue and non-paid users, the specific promotion process is to dial the telephone of the overdue and non-paid users, judge whether the telephone is connected or not, judge whether the connected person is the overdue and non-paid user, whether the recent payment is promised or not, and the like, when the connected person is confirmed to be the overdue and non-paid user, and the user promises the recent payment, the dialing robot can record related information to complete the promotion; if the user can not promise the payment, the case is forwarded to a manual processing channel by the dialing robot, and the corresponding personnel prompt the case manually. In the process, if the dialing robot detects that the telephone is not connected or the connected person is not the overdue and unpaid user, the prompting is given up, and a corresponding re-prompting case is generated, so that the dialing robot can prompt the user again. For convenience of description, the following overdue debt will be described by taking the overdue debt as an example.
When a dialing instruction is detected, the intelligent dialing device, namely the dialing robot, formulates a corresponding dialing plan by determining the call completing rate of the case prompting and the maximum dialing amount of the current dialing interval, and carries out dialing prompting according to the dialing plan, so that the dialing robot can flexibly prompt and realize intelligent dialing.
The respective steps will be described in detail below:
step S10, when a dialing instruction is detected, acquiring prompting cases in a current prompting queue, and determining the call completing rate of each prompting case in a dialing interval corresponding to the dialing instruction;
in this embodiment, the dialing robot monitors the overdue condition of the user in real time, when monitoring that the user is overdue and not in a state of guard, the dialing robot acquires the user information of the user, generates a case to be reminded from the user information, and adds the case to be reminded into the case to be reminded, taking overdue and not repayment as an example, the case is added into a queue to be reminded as long as a new case occurs, wherein the user information includes information such as name, gender, age, academic history, occupation, contact telephone, mobile phone attribution, arrearage amount, arrearage days and the like.
The number of days owed in the user information varies with time.
When detecting a dialing instruction, the dialing robot can acquire an urging case from the urging queue, wherein the dialing instruction can be an instruction issued at any time by a user or a preset dialing time, when detecting that the current time is the dialing time, the dialing robot triggers the dialing instruction, and acquires the urging case from the urging queue at present based on the dialing instruction. In a specific implementation, the dialing instruction is preferably triggered when the current time is detected as the dialing time, and the preset dialing time is preferably ten, which respectively correspond to ten dialing intervals of [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), that is, when the current time is 8, 9, 10, 11, 12, 14, 15, 16, 17, 18, 19, and 20, the dialing instruction is triggered, which considers that there is a possibility that other dialing times affect the working life of the unreturned user.
It should be noted that the urging queue includes a queue to be urged and a queue to be urged, that is, the urging case includes a case to be urged in the queue to be urged and a case to be urged in the queue to be urged.
After acquiring the prompting cases, the dialing robot further confirms the call-in rate of each prompting case in the dialing interval corresponding to the dialing instruction, if the current dialing instruction is triggered when the dialing instruction is 9 points, the prompting cases in the queue are acquired when the dialing instruction is 9 points, and the call-in rate of each prompting case in the dialing interval (09: 00, 10:00) is determined.
Specifically, the step of determining the call completing rate of each urging case in the current dialing interval comprises the following steps:
step a, acquiring user information of the urging cases, and determining a feature vector corresponding to each urging case based on the user information;
in the step, after obtaining the urging cases, the dialing robot further obtains user information of the urging cases, wherein the user information is preferably sex, age, mobile phone attribution, arrearage days, current dialing interval and the like in specific implementation, and a feature vector corresponding to each urging case is constructed based on the user information, and specifically is a 5-dimensional feature vector.
And b, inputting the feature vectors into a pre-trained call completing rate model to obtain the call completing rate of each urging case in the dialing interval corresponding to the dialing instruction.
In the step, the dialing robot inputs the feature vectors corresponding to each urging case into a pre-trained call completing rate model, so that the call completing rate of each urging case in the current dialing interval is output through the call completing rate model.
Wherein, the training process of the call completing rate model comprises the following steps:
collecting historical cases and extracting historical user information of the historical cases;
in the step, the dialing robot extracts historical cases with overdue non-payment in history, and extracts historical user information of the historical cases, wherein the historical user information specifically comprises gender, age, mobile phone attribution, arrearage days and dialing intervals. When the history cases are extracted, desensitization extraction can be carried out when the history cases are extracted in order to ensure the information security of the history users.
Constructing a corresponding historical feature vector based on the historical user information and a preset dialing interval, and determining the historical call completing rate of the historical feature vector in the preset dialing interval;
in this step, based on the historical user information and a preset dialing interval, a corresponding historical feature vector is constructed, where the preset dialing interval includes ten cases of [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 ], and [19:00, 20:00), and it can be understood that, in specific implementation, the case can be adjusted according to actual conditions, at this time, each historical case has 10 5-dimensional feature vectors, and the tag value of each feature vector is the listening condition of the case in the corresponding dialing interval, and if the case is turned on, the case is represented by 1; if not, it is represented by 0.
It should be noted that, if a certain history case is turned on in a certain dialing interval, for example, in the dialing interval [14:00, 15:00), the feature vector corresponding to the dialing interval after 15 points is deleted.
Since the history is known, the dialing robot determines the connection condition of each history case in each dialing interval, and combines the history cases with the same history feature vector together to obtain the history connection rate of each history feature vector in each dialing interval, for example, the history feature vectors of the history cases A and B are consistent, but the dialing interval of A connection is [08:00, 09:00), and the dialing interval of B connection is [16:00, 17:00), so that the history connection rate of the history feature vector of A or B in the interval of [08:00, 09:00) is fifty percent, and the history connection rate in the dialing interval of [16:00, 17:00) is fifty percent.
Training a call completing rate model based on the historical feature vectors and the historical call completing rate.
The call completing rate model is trained based on the historical feature vectors and the historical call completing rate, a logistic regression algorithm can be specifically adopted to train a logistic regression model as the call completing rate model, the logistic regression algorithm is a mature algorithm and is not described in detail, and besides the logistic regression algorithm, mature classification algorithms such as SVM (Support Vector Machine), naive Bayes, decision trees and the like can be adopted.
Step S20, determining the maximum dialing amount of the dialing interval, and customizing the dialing plan of the prompting case in the dialing interval based on the call completing rate and the maximum dialing amount.
In this embodiment, after determining the call-in rate of each prompting case in the current dialing interval, the dialing robot further determines the maximum dialing amount of the current dialing interval, and it can be understood that the dialing number of the dialing robot is limited in one dialing interval, so that the maximum dialing amount of the current dialing interval can be determined only by knowing the call duration of each prompting case, where the call time of each prompting case can be inferred according to the historical cases, specifically, the average call duration of the historical cases can be used as the call duration of each prompting case, and if each call takes 15 minutes, the dialing robot can only dial 4 calls in one dialing interval, that is, the maximum dialing amount of the dialing robot in the dialing interval is 4. And then, based on the call completing rate of each prompting case in the current dialing interval and the maximum dialing amount of the current dialing interval, making a corresponding dialing plan, namely, selecting the target cases with the maximum dialing amount from all prompting cases to make the dialing plan. If 10 urging cases exist in the current urging queue and the maximum dialing amount of the current dialing interval is 4, the appointed dialing plan is to specifically select which 4 urging cases to urge, and the urging cases with higher call completing rate are taken as the dialing plan in specific implementation.
And step S30, based on the dialing instruction, dialing according to the dialing plan.
In this embodiment, based on the dialing instruction, the dialing robot dials according to the established dialing plan, that is, when the dialing robot detects the dialing instruction, the dialing plan is designated, and the overdue non-payment user is urged according to the dialing plan.
Specifically, the urging queue includes a re-urging queue, and the step S30 includes:
reading a target number in the dialing plan based on the dialing instruction, dialing the target number, and determining whether the target number is connected;
when the dialing robot detects a dialing instruction, a corresponding dialing plan is made, a target number in the dialing plan is read, the target number is dialed, and whether the target number is connected or not is judged. The judgment mode can confirm whether the voice is collected within the preset time; or whether a warning sound which cannot be turned on is received within a preset time. The user who has not paid for the past due calls but does not make a sound is judged to be not connected; the receiver corresponding to the target number is judged to be not connected if the receiver is not a overdue yet paid owner, and the specific judgment mode can be that whether the receiver is the owner is inquired, and whether the reply voice of the receiver contains a confirmation statement or a negative statement or the like is semantically analyzed.
If the target case is not switched on, the target case corresponding to the target number is marked as a restarting case, and the restarting case is transferred to the restarting queue;
and if the dialing robot judges that the target number is not communicated, marking the target case corresponding to the target number as a rescued case, and transferring the rescued case to a rescued queue so as to be rescued by the subsequent dialing robot, wherein the rescued queue is contained in a promotion queue, and the specific promotion queue comprises a queue to be promoted and a rescued queue. And ending the dialing promotion.
If yes, determining whether the user of the target number fulfills credit or not;
if the dialing robot judges that the target number is connected, further determining whether the user of the target number fulfills the credit, namely determining whether the user who is overdue and not paid commits to repayment, and if the user commits to recent repayment, determining that the user fulfills the credit; if the user fails to commit to a recent payment, the user is determined to be unable to fulfill the credit.
If yes, recording corresponding credit keeping date, and marking the target case corresponding to the target number as promoted;
if the dialing robot confirms that the user of the target number fulfills credit, recording the corresponding credit keeping date, namely the promised repayment date of the user, marking the target case corresponding to the target number as promoted, and ending the promotion of dialing.
And if not, transferring the target case flow corresponding to the target number to a manual processing channel.
If the dialing robot confirms that the user of the target number cannot fulfill credit, namely the user cannot commit recent repayment, the target case corresponding to the target number is transferred to the manual processing channel, and related personnel of the manual processing channel urge manually. And ending the dialing promotion.
When a dialing instruction is detected, acquiring prompting cases in a current prompting queue, and determining the call completing rate of each prompting case in a dialing interval corresponding to the dialing instruction; determining the maximum dialing amount of the dialing interval, and customizing a dialing plan of the urging case in the dialing interval based on the call completing rate and the maximum dialing amount; and dialing according to the dialing plan based on the dialing instruction. When a dialing instruction is detected, the invention formulates a dialing plan of the current dialing interval by prompting the call completing rate of the case and the maximum dialing amount of the current dialing interval, and dials according to the dialing plan, thereby flexibly prompting the case prompting, reducing the dialing cost and realizing intelligent dialing.
Further, based on the first embodiment of the intelligent dialing method of the present invention, a second embodiment of the intelligent dialing method of the present invention is proposed.
The second embodiment of the intelligent dialing method is different from the first embodiment of the intelligent dialing method in that step S10 includes:
step c, when a dialing instruction is detected, acquiring a case to be urged and a case to be urged in a current urging queue, and determining whether the case to be urged satisfies a preset urging rule or not;
and d, setting the case to be urged and the case to be urged meeting the preset urging rule as urging cases, and determining the call completing rate of each urging case in the dialing interval corresponding to the dialing instruction.
The urging case of the embodiment comprises a case to be urged and a case to be urged, so that when the call completing rate of each urging case is determined, the urging rule of the urging case needs to be considered, frequent urging of the same urging case is avoided, the dialing frequency is increased, and the urging cost is increased.
The respective steps will be described in detail below:
step c, when a dialing instruction is detected, acquiring a case to be urged and a case to be urged in a current urging queue, and determining whether the case to be urged satisfies a preset urging rule or not;
in this embodiment, the urging queue includes the queue to be urged and the re-urging queue, that is, the urging case includes the case to be urged and the re-urging case, the case to be urged is specifically a case that is overdue for the first time, and the re-urging case is specifically a case that is overdue and not yet paid for two times or more than two times that is urged by dialing. When the dialing robot detects a dialing instruction, the dialing robot acquires a case to be urged and a case to be urged again in a current urging queue, and determines whether the case to be urged and the case to be urged again in the urging queue meet preset urging rules or not.
The reminding rule is that the interval time of the same urging case for urging again is required to be longer than a preset time, and the interval time of the same urging case for urging twice is required to be longer than 1 hour, so that the reminding rule can be understood, and aims to prevent the increase of dialing times and dialing cost caused by frequent dialing of urging calls to overdue non-payment users.
Therefore, after the urging cases in the urging queue are obtained, firstly, the cases to be urged and the cases to be urged are distinguished, and the cases to be urged are determined to be newly urged, namely urged in the previous hour, so that the cases to be urged in the urging cases are determined to meet the preset urging rules, and the cases to be urged do not meet the preset urging rules.
And d, setting the case to be urged and the case to be urged meeting the preset urging rule as urging cases, and determining the call completing rate of each urging case in the dialing interval corresponding to the dialing instruction.
In this embodiment, the dialing robot sets the case to be urged and the case to be urged meeting the preset urging rule as the urging case, and then determines the call completing rate of each urging case in the current dialing interval, that is, filters the urging case not meeting the preset urging rule, and the rest is the urging case.
The urging case of this embodiment includes the case and the case of urging again, when confirming the call-in rate of each urging case, only calculates the call-in rate of the case that awaits urging and the case that urges again that satisfies the urge again rule, does not need to calculate its call-in rate to the case that urges again that does not satisfy the urge again rule, and also need not dial to urge it, realizes intelligent dialing, reduces the dialing cost.
Further, based on the first and second embodiments of the intelligent dialing method of the present invention, a third embodiment of the intelligent dialing method of the present invention is proposed.
The third embodiment of the intelligent dialing method differs from the first and second embodiments of the intelligent dialing method in that step S20 includes:
step e, determining overdue types of the urging cases, and determining the call duration of the urging cases based on the overdue types;
step f, based on the call duration, determining the maximum dialing amount of the dialing interval;
and g, determining target cases with the maximum dialing quantity in the prompting cases based on the call completing rate, and taking the target cases as the dialing intervals.
In the embodiment, the call duration of each urging case is determined according to the overdue type of the urging case, the maximum dialing amount of the current dialing interval is determined according to the call duration, namely the maximum dialing amount of the dialing interval is dynamically changed, the dialing robot obtains different maximum dialing amounts of different dialing intervals according to different urging cases of each dialing interval, and the dialing efficiency is improved while the dialing cost is reduced.
The respective steps will be described in detail below:
and e, determining the overdue type of each urging case, and determining the call duration of each urging case based on the overdue type.
In this embodiment, after acquiring the cases to be promoted in the promotion queue, the dial-up robot determines an overdue type of each case to be promoted, and determines the call duration of each case to be promoted according to the overdue type, where the overdue type includes: the method comprises the following steps of determining the calling duration of the case for urging for 1 day after expiration according to the average calling duration of the case for history for 1 day after expiration, and determining the calling duration of the case for urging for 1 to 4 days after expiration and the calling duration of the case for urging for more than 4 days after expiration.
Further, the overdue type may also include that the first debt is not yet, the second debt is not yet, and the like, and in the specific implementation, the limitation is performed according to specific situations, for example, the classification may also be performed according to the service type.
And f, determining the maximum dialing amount of the dialing interval based on the call duration.
In the embodiment, when the maximum dialing amount of the current dialing interval is calculated, prompting cases of the current prompting queue are obtained, the call duration of each prompting case is determined, the call duration of each prompting case is divided by the call duration, the number of prompting cases which can process the same overdue type at most is determined, and the maximum dialing amount is determined according to the number of prompting cases of each overdue type. If the dialing interval is 1 hour, two prompting cases with the call duration of 15 minutes are available, 4 prompting cases with the call duration of 20 minutes are available, 1 prompting case with the call duration of 10 minutes is available, 4 prompting cases with the call duration of 15 minutes can be processed at most, 3 prompting cases with the call duration of 20 minutes can be processed at most, 6 prompting cases with the call duration of 10 minutes can be processed at most, and because the prompting cases with the call duration of 15 minutes and the call duration of 10 minutes are not so many, the dialing robot can only process 1 prompting case with the call duration of 10 minutes, 2 prompting cases with the call duration of 15 minutes and 1 prompting case with the call duration of 20 minutes, and the maximum dialing amount of the current dialing interval is 4.
And g, determining target cases with the maximum dialing quantity in the prompting cases based on the call completing rate, and taking the target cases as the dialing plan of the dialing interval.
In this embodiment, the dialing robot determines, in all prompting cases, the target data whose number is the maximum dialing amount, that is, how much the maximum dialing amount is, according to the call completing rate of each prompting case, that is, selects the corresponding number of target cases from the prompting cases, and uses the target cases as the dialing plan.
Specifically, taking the above example as an example, if the maximum dialing amount of the current dialing interval is 4, 1 prompting case with the call duration of 10 minutes, 2 prompting cases with the call duration of 15 minutes, and 1 prompting case with the call duration of 20 minutes are selected, and the prompting case with the call duration of 20 minutes is the highest call-through rate of the 4 prompting cases with the call duration of 20 minutes, which are the dialing plan of the current dialing interval.
Further, step g comprises:
determining the average call duration of the urging cases, and the maximum dialing times and the minimum dialing times of each urging case;
in another embodiment, when a dialing plan of the current dialing interval is determined, the average call duration of the urging cases, the maximum dialing times and the minimum dialing times of each urging case are also acquired, wherein in order to avoid frequently dialing for the same overdue non-payment user, unnecessary dialing cost is increased, each urging case has the maximum dialing times, and meanwhile, in order to ensure that each urging case has dialing urging, each urging case has the minimum dialing times.
Inputting the call completing rate, the maximum dialing amount, the call duration, the average call duration, the maximum dialing times and the minimum dialing times into a pre-constructed objective function and constraint conditions of the objective function to obtain a target case corresponding to the dialing interval, and taking the target case as a dialing plan of the dialing interval.
And then, the dialing robot inputs the determined call completing rate of each prompting case, the maximum dialing amount of the current dialing interval, the call duration of each prompting case, the average call duration of all prompting cases, the maximum dialing frequency and the minimum dialing frequency of each prompting case into the constructed objective function and the constraint condition of the objective function, so as to obtain the dialing plan of the current dialing interval.
Specifically, the objective function maximizes the expected call completing rate of all overdue non-repayment users, and the specific formula is as follows:
the constraint of the objective function is:
1. the dialing duration of the dialing interval should be less than the upper limit of the maximum dialing amount call duration;
2. the number of dials per promotional case should be between the maximum number of dials and the minimum number of dials.
The concrete formula is as follows:
and finally, solving the objective function with the constraint condition to obtain the dialing plan of the current dialing interval.
Wherein i is more than or equal to 1 and less than or equal to the number of dialing intervals (as described in the above embodiment, the number of dialing intervals is 10), M represents promotion of case heatstroke, p is more than or equal to 1 and less than or equal to M, and i and p belong to integers;
api: the answering intention of the overdue non-repayment user corresponding to the p-th case in the ith time interval is determined by the call completing rate model;
tp: the calling duration of the overdue non-payment user corresponding to the p-th case;
mp: the maximum dialing times of the arrearer corresponding to the p-th case;
m’p: the minimum dialing times of the arrearers corresponding to the p-th case;
xpi: whether a debtor corresponding to the p-th case is called in the ith time interval or not, wherein x belongs to 0 and 1, the case of 0 indicates that the call is not made, the case of 1 indicates that the call is made, and the call is obtained according to the target function and the constraint condition;
ci: maximum dialing amount of the ith dialing interval;
In the dialing process, a new case to be prompted exists and a case to be prompted is generated, so that the target function and the constraint condition are required to be called to update the optimal dialing plan of the current dialing interval when the dialing robot dials in each dialing interval. That is, the target function and the constraint condition can be used to determine which numbers should be dialed in which dialing interval.
The method and the device integrate various parameters and natural rules followed by the parameters under actual conditions, ensure optimal dialing, and make an optimal dialing plan of a current dialing interval through objective functions and constraint conditions, so as to realize intelligent dialing.
The invention also provides an intelligent dialing device. The intelligent dialing device of the invention comprises:
the determining module is used for acquiring prompting cases in a current prompting queue when a dialing instruction is detected, and determining the call completing rate of each prompting case in a dialing interval corresponding to the dialing instruction;
the formulating module is used for determining the maximum dialing amount of the dialing interval and formulating a dialing plan of the urging case in the dialing interval based on the call completing rate and the maximum dialing amount;
and the dialing module is used for dialing according to the dialing plan based on the dialing instruction.
Further, the determining module is further configured to:
when a dialing instruction is detected, acquiring a case to be urged and a case to be urged in a current urging queue, and determining whether the case to be urged satisfies a preset urging rule or not;
and setting the case to be urged and the case to be urged meeting the preset urging rule as urging cases, and determining the call completing rate of each urging case in the dialing interval corresponding to the dialing instruction.
Further, the determining module is further configured to:
acquiring user information of the urging cases, and determining a feature vector corresponding to each urging case based on the user information;
and inputting the characteristic vector into a pre-trained call completing rate model to obtain the call completing rate of each urging case in the dialing interval corresponding to the dialing instruction.
Further, before the step of inputting the feature vector into a pre-trained call completing rate model, the intelligent dialing method further includes:
collecting historical cases and extracting historical user information of the historical cases;
constructing a corresponding historical feature vector based on the historical user information and a preset dialing interval, and determining the historical call completing rate of the historical feature vector in the preset dialing interval;
and training to obtain the call completing rate model based on the historical feature vector and the historical call completing rate.
Further, the formulation module is further configured to:
determining overdue types of all urging cases, and determining the call duration of all urging cases based on the overdue types;
determining the maximum dialing amount of the dialing interval based on the call duration;
and determining target cases with the maximum dialing quantity in the prompting cases based on the call completing rate, and taking the target cases as the dialing plan of the dialing interval.
Further, the formulation module is further configured to:
determining the average call duration of the urging cases, and the maximum dialing times and the minimum dialing times of each urging case;
inputting the call completing rate, the maximum dialing amount, the call duration, the average call duration, the maximum dialing times and the minimum dialing times into a pre-constructed objective function and constraint conditions of the objective function to obtain a target case corresponding to the dialing interval, and taking the target case as a dialing plan of the dialing interval.
Further, the dialing module is further configured to:
reading a target number in the dialing plan based on the dialing instruction, dialing the target number, and determining whether the target number is connected;
if the target case is not switched on, the target case corresponding to the target number is marked as a restarting case, and the restarting case is transferred to the restarting queue;
if yes, determining whether the user of the target number fulfills credit or not;
if yes, recording corresponding credit keeping date, and marking the target case corresponding to the target number as promoted;
and if not, transferring the target case flow corresponding to the target number to a manual processing channel.
The invention also provides a computer readable storage medium.
The computer readable storage medium of the present invention stores thereon an intelligent dialing program which, when executed by a processor, implements the steps of the intelligent dialing method as described above.
The method implemented when the intelligent dialing program running on the processor is executed may refer to each embodiment of the intelligent dialing method of the present invention, and details are not described here.
It should be noted that, in this document, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or system that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or system. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other like elements in a process, method, article, or system that comprises the element.
The above-mentioned serial numbers of the embodiments of the present invention are merely for description and do not represent the merits of the embodiments.
Through the above description of the embodiments, those skilled in the art will clearly understand that the method of the above embodiments can be implemented by software plus a necessary general hardware platform, and certainly can also be implemented by hardware, but in many cases, the former is a better implementation manner. Based on such understanding, the technical solution of the present invention may be embodied in the form of a software product, which is stored in a storage medium (e.g., ROM/RAM, magnetic disk, optical disk) as described above and includes instructions for enabling a terminal device (e.g., a mobile phone, a computer, a server, an air conditioner, or a network device) to execute the method according to the embodiments of the present invention.
The above description is only a preferred embodiment of the present invention, and not intended to limit the scope of the present invention, and all modifications of equivalent structures and equivalent processes, which are made by using the contents of the present specification and the accompanying drawings, or directly or indirectly applied to other related technical fields, are included in the scope of the present invention.
Claims (9)
1. An intelligent dialing method is characterized by comprising the following steps:
when a dialing instruction is detected, acquiring prompting cases in a current prompting queue, and determining the call-on rate of each prompting case in a dialing interval corresponding to the dialing instruction, wherein the dialing interval is a time period corresponding to the triggering moment of the dialing instruction, and the call-on rate of each prompting case is specifically determined as the call-on rate corresponding to each prompting case;
determining the maximum dialing amount of the dialing interval, and customizing a dialing plan of the urging case in the dialing interval based on the call completing rate and the maximum dialing amount;
based on the dialing instruction, dialing according to the dialing plan;
the step of determining the call completing rate of each urging case in the dialing interval corresponding to the dialing instruction comprises the following steps:
acquiring user information of the urging cases, and determining a feature vector corresponding to each urging case based on the user information;
inputting the feature vectors into a pre-trained call completing rate model to obtain the call completing rate of each urging case in a dialing interval corresponding to the dialing instruction;
the step of customizing the dialing plan of the urging case in the dialing interval based on the call completing rate and the maximum dialing amount comprises the following steps:
and determining target cases with the maximum dialing quantity in the prompting cases based on the call completing rate, and taking the target cases as the dialing plan of the dialing interval.
2. The intelligent dialing method according to claim 1, wherein the step of acquiring prompting cases in a current prompting queue and determining the call completing rate of each prompting case in the dialing interval corresponding to the dialing instruction when the dialing instruction is detected comprises:
when a dialing instruction is detected, acquiring a case to be urged and a case to be urged in a current urging queue, and determining whether the case to be urged satisfies a preset urging rule or not;
and setting the case to be urged and the case to be urged meeting the preset urging rule as urging cases, and determining the call completing rate of each urging case in the dialing interval corresponding to the dialing instruction.
3. The intelligent dialing method as claimed in claim 2, wherein said step of inputting said feature vectors into a pre-trained call-through rate model is preceded by the intelligent dialing method further comprising:
collecting historical cases and extracting historical user information of the historical cases;
constructing a corresponding historical feature vector based on the historical user information and a preset dialing interval, and determining the historical call completing rate of the historical feature vector in the preset dialing interval;
and training to obtain the call completing rate model based on the historical feature vector and the historical call completing rate.
4. The intelligent dialing method as claimed in claim 1, wherein said step of determining a maximum dialing amount for said dialing interval and customizing a dialing plan for said prompting case in said dialing interval based on said call completing rate and said maximum dialing amount comprises:
determining overdue types of all urging cases, and determining the call duration of all urging cases based on the overdue types;
determining the maximum dialing amount of the dialing interval based on the call duration;
and determining target cases with the maximum dialing quantity in the prompting cases based on the call completing rate, and taking the target cases as the dialing plan of the dialing interval.
5. The intelligent dialing method according to claim 4, wherein the step of determining a number of target cases as the maximum dialing amount among the prompting cases based on the call completing rate, and using the target cases as the dialing plan of the dialing interval includes:
determining the average call duration of the urging cases, and the maximum dialing times and the minimum dialing times of each urging case;
inputting the call completing rate, the maximum dialing amount, the call duration, the average call duration, the maximum dialing times and the minimum dialing times into a pre-constructed objective function and constraint conditions of the objective function to obtain a target case corresponding to the dialing interval, and taking the target case as a dialing plan of the dialing interval.
6. The intelligent dialing method according to any one of claims 1 to 5, wherein the urging queue comprises a re-urging queue, and the step of dialing according to the dialing plan based on the dialing instruction comprises:
reading a target number in the dialing plan based on the dialing instruction, dialing the target number, and determining whether the target number is connected;
if the target case is not switched on, the target case corresponding to the target number is marked as a restarting case, and the restarting case is transferred to the restarting queue;
if yes, determining whether the user of the target number fulfills credit or not;
if yes, recording corresponding credit keeping date, and marking the target case corresponding to the target number as promoted;
and if not, transferring the target case flow corresponding to the target number to a manual processing channel.
7. An intelligent dialing apparatus, comprising:
the determining module is used for acquiring prompting cases in a current prompting queue when a dialing instruction is detected, and determining the call completing rate of each prompting case in a dialing interval corresponding to the dialing instruction, wherein the dialing interval is a time period corresponding to the triggering moment of the dialing instruction, and the call completing rate of each prompting case is specifically determined as the call completing rate corresponding to each prompting case;
the formulating module is used for determining the maximum dialing amount of the dialing interval and formulating a dialing plan of the urging case in the dialing interval based on the call completing rate and the maximum dialing amount;
the dialing module is used for dialing according to the dialing plan based on the dialing instruction;
the determination module is further to:
acquiring user information of the urging cases, and determining a feature vector corresponding to each urging case based on the user information; inputting the feature vectors into a pre-trained call completing rate model to obtain the call completing rate of each urging case in a dialing interval corresponding to the dialing instruction;
the making module is further used for determining target cases with the quantity being the maximum dialing quantity in the prompting cases based on the call completing rate, and taking the target cases as the dialing plan of the dialing interval.
8. An intelligent dialing apparatus, comprising: memory, a processor and a smart dialing program stored on the memory and executable on the processor, the smart dialing program when executed by the processor implementing the steps of the smart dialing method as claimed in any one of claims 1 to 6.
9. A computer-readable storage medium, characterized in that the computer-readable storage medium has stored thereon a smart dialing program, which when executed by a processor implements the steps of the smart dialing method according to any one of claims 1 to 6.
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| 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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| US5521965A (en) * | 1992-08-14 | 1996-05-28 | Bell Atlantic Network Services, Inc. | Apparatus and method for handling busy calls in telephone network |
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| CN102938802B (en) * | 2012-11-15 | 2015-06-17 | 上海过河兵电子商务有限公司 | Intelligent dialing control system and control method thereof |
| US9332118B2 (en) * | 2014-03-25 | 2016-05-03 | CallerReady LLC | System and method for call distribution |
| WO2016036144A1 (en) * | 2014-09-04 | 2016-03-10 | (주)네오메카 | Outbound system using grouped consultation terminals and call data |
| CN105898086A (en) * | 2016-03-31 | 2016-08-24 | 广东亿迅科技有限公司 | Method for predicting calling |
| CN108650426B (en) * | 2018-02-08 | 2021-01-26 | 中移在线服务有限公司 | Call center prediction outbound method and system |
| CN109600522A (en) * | 2018-12-10 | 2019-04-09 | 中国银行股份有限公司 | A kind of outgoing call control method and device |
| CN111435482A (en) * | 2019-01-14 | 2020-07-21 | 顺丰科技有限公司 | Outbound model construction method, outbound method, device and storage medium |
| CN109859032A (en) * | 2019-01-22 | 2019-06-07 | 深圳壹账通智能科技有限公司 | Funds on account collection method, apparatus, equipment and storage medium based on intelligent sound |
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| CN110378575B (en) * | 2019-06-28 | 2022-04-01 | 上海上湖信息技术有限公司 | Overdue event refund collection method and device and computer readable storage medium |
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