CN110753161A - Voice outbound scheduling method, device, computer equipment and storage medium - Google Patents
Voice outbound scheduling method, device, computer equipment and storage medium Download PDFInfo
- Publication number
- CN110753161A CN110753161A CN201910906846.4A CN201910906846A CN110753161A CN 110753161 A CN110753161 A CN 110753161A CN 201910906846 A CN201910906846 A CN 201910906846A CN 110753161 A CN110753161 A CN 110753161A
- Authority
- CN
- China
- Prior art keywords
- voice
- outbound
- service task
- workflow
- task
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
- 238000000034 method Methods 0.000 title claims abstract description 117
- 230000008569 process Effects 0.000 claims description 79
- 238000012544 monitoring process Methods 0.000 claims description 30
- 238000012545 processing Methods 0.000 claims description 29
- 238000004590 computer program Methods 0.000 claims description 27
- 238000010586 diagram Methods 0.000 description 5
- 230000002159 abnormal effect Effects 0.000 description 4
- 238000003058 natural language processing Methods 0.000 description 4
- 230000003203 everyday effect Effects 0.000 description 3
- 230000006870 function Effects 0.000 description 3
- 238000004891 communication Methods 0.000 description 2
- 238000005516 engineering process Methods 0.000 description 2
- 230000001360 synchronised effect Effects 0.000 description 2
- 238000006243 chemical reaction Methods 0.000 description 1
- 238000011161 development Methods 0.000 description 1
- 230000000694 effects Effects 0.000 description 1
- 230000008676 import Effects 0.000 description 1
- 230000000977 initiatory effect Effects 0.000 description 1
- 238000012986 modification Methods 0.000 description 1
- 230000004048 modification Effects 0.000 description 1
- 230000003068 static effect Effects 0.000 description 1
Images
Classifications
-
- 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
- H04M3/46—Arrangements for calling a number of substations in a predetermined sequence until an answer is obtained
-
- 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
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0633—Workflow analysis
-
- G06Q50/40—
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
Abstract
The application relates to a voice outbound scheduling method, a voice outbound scheduling device, computer equipment and a storage medium. The method comprises the following steps: creating each service task required in the voice outbound flow; when a voice outbound task is received, acquiring a workflow of the voice outbound task; and according to the workflow, using a workflow engine to perform voice outbound scheduling on each service task. The method can realize the scheduling of the voice outbound by using the workflow engine, thereby realizing the automatic voice outbound without manual operation and improving the efficiency of the call return through the voice outbound.
Description
Technical Field
The present application relates to the field of voice outbound technologies, and in particular, to a method and an apparatus for scheduling a voice outbound, a computer device, and a storage medium.
Background
With the development of e-commerce platforms, the demand for targeted return visits of target customers is increasing. Such return visit demands are generally characterized by single content, large return visit amount, repeated work, high rejection probability and the like, and are a great burden for customer service of return call.
Traditional voice calling relies on manual operation, and particularly for voice outbound services, the voice outbound task needs to be manually acquired and completed through manual operation. Therefore, the labor cost of the voice outbound is increased, and the working efficiency of the voice outbound is low.
Disclosure of Invention
In view of the foregoing, it is desirable to provide a method, an apparatus, a computer device and a storage medium for scheduling a voice outbound call, which can automate the voice outbound call, so as to improve the work efficiency of the voice outbound call.
A method for voice outbound scheduling, the method comprising:
creating each service task required in the voice outbound flow; when a voice outbound task is received, acquiring a workflow of the voice outbound task; and according to the workflow, using a workflow engine to perform voice outbound scheduling on each service task.
In one embodiment, the method further comprises:
obtaining outbound contact information and outbound time information of an outbound object of the voice outbound task;
according to the workflow, using a workflow engine to carry out scheduling of voice outbound on each service task, comprising the following steps:
calling and starting an outbound service task by using a workflow engine according to a workflow, wherein each service task comprises the starting of the outbound service task; and according to the outbound contact information and the outbound time information, establishing a call contact with the outbound object by starting an outbound service task.
In one embodiment, the scheduling of the voice outbound call for each service task using the workflow engine according to the workflow further comprises:
monitoring the voice conversation process of the call contact by using a workflow engine; and according to the monitoring result and the workflow, using the workflow engine to carry out voice outbound scheduling on each service task.
In one embodiment, the scheduling of the voice outbound for each service task using the workflow engine according to the monitoring result and the workflow includes:
when a first voice conversation message of an outbound object in the voice conversation process is monitored by using a message intermediate capture event of a workflow engine, determining a first flow node according to the workflow, calling a conversation message receiving and analyzing service task corresponding to the first flow node by using the workflow engine, and converting the first voice conversation message into text content through the conversation message receiving and analyzing service task; calling a voice text sending service task of a first process node by using a workflow engine, acquiring a second voice conversation message according to text contents through the voice text sending service task, and sending the second voice conversation message to an outbound object; each service task also comprises a session message receiving and analyzing service task and a voice text sending service task.
In one embodiment, the scheduling of the voice outbound for each service task by using the workflow engine according to the monitoring result and the workflow further includes:
when system abnormity occurs in the voice session process monitored by using an error boundary event and a message boundary event of a workflow engine, determining a second flow node according to the workflow, calling an abnormity processing service task corresponding to the second flow node by using the workflow engine, and sending first prompt information for terminating the voice session to an outbound object through the abnormity processing service task; when the timing boundary event of the workflow engine is used for monitoring that the session duration exceeds a duration threshold value in the voice session process, determining a third flow node according to the workflow, calling a call timeout processing service task corresponding to the third flow node by using the workflow engine, and sending second prompt information for terminating the voice session to an outbound object through the call timeout processing service task; or, using the workflow engine to call a session termination service task of the third flow node, and terminating the current voice session through the session termination service task; each service task also comprises an exception handling service task, a call overtime handling service task and a session termination service task.
In one embodiment, the scheduling of the voice outbound call for each service task using the workflow engine according to the workflow further comprises:
when the current flow node of the voice outbound is determined to be the flow node for sending the short message according to the workflow, calling a short message sending service task corresponding to the flow node for sending the short message by using a workflow engine, and sending the short message to an outbound object through the short message sending service task; when the received short message content is determined by using the message intermediate capture event of the workflow engine, determining a next process node according to the short message content and the workflow, and performing voice outbound scheduling on each service task by using the workflow engine according to the next process node; and when the intermediate message capturing event of the workflow engine is used for determining that the short message content is not received in the preset time period, finishing the service task corresponding to the current flow node.
In one embodiment, the method further comprises:
acquiring the available number of outbound channels of the voice outbound; and starting the voice outbound task according to the available number of outbound channels.
A voice outbound scheduling apparatus, the apparatus comprising:
the establishing module is used for establishing each service task required in the voice outbound flow; the acquisition module is used for acquiring the workflow of the voice outbound task when the voice outbound task is received; and the scheduling module is used for scheduling the voice outbound of each service task by using the workflow engine according to the workflow.
A computer device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, the steps of the method of any of the above embodiments being performed by the processor when the computer program is executed.
A computer-readable storage medium, on which a computer program is stored which, when being executed by a processor, carries out the steps of the method of any of the above embodiments.
According to the voice outbound scheduling method, the voice outbound scheduling device, the computer equipment and the storage medium, each service task required by the voice outbound flow is established at first, and each service task can be used for executing the outbound task corresponding to the voice outbound flow. And when the voice outbound task is received, acquiring a workflow corresponding to the voice outbound task, and finally scheduling the voice outbound for each created service task by using a workflow engine according to the workflow. Therefore, the dispatching of the voice outbound can be realized by using the workflow engine, so that the automatic voice outbound can be realized, manual operation is not needed, and the working efficiency of the voice outbound is improved.
Drawings
FIG. 1 is a diagram of an exemplary implementation of a voice outbound scheduling method;
FIG. 2 is a flow chart illustrating a method for voice outbound scheduling in one embodiment;
FIG. 3 is a flow chart illustrating a method for voice outbound scheduling in another embodiment;
FIG. 4 is a flow chart illustrating a method for voice outbound scheduling in yet another embodiment;
FIG. 5 is a flowchart of S1057 according to an embodiment;
FIG. 6 is a flowchart of S1057 in another embodiment;
FIG. 7 is a block diagram of a voice outbound dispatcher in one embodiment;
FIG. 8 is a diagram illustrating an internal structure of a computer device according to an embodiment.
Detailed Description
In order to make the objects, technical solutions and advantages of the present application more apparent, the present application is described in further detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative of the present application and are not intended to limit the present application.
The voice outbound scheduling method provided by the application can be applied to the application environment shown in fig. 1. Wherein, the voice outbound platform 100 executing the voice outbound scheduling is in communication connection with the database 300. The voice outbound platform 100 is also communicatively coupled to the workflow engine 500. The database 300 is provided with a task pool of voice outbound, and the task pool contains related data information of each outbound task. The voice outbound platform 100 is provided with a workflow of outbound tasks. The voice outbound platform 100 reads the outbound task from the database 300, determines the corresponding workflow according to the received outbound task, and then executes the corresponding voice outbound scheduling work according to the workflow and by using the workflow engine 500. Specifically, in the process of executing the voice outbound scheduling, the voice outbound to the external terminal 700 is implemented. The terminal 700 may be various types of smart phone terminals, and may also be other terminal devices capable of voice signals. The voice outbound platform 100 may be implemented as a stand-alone server or as a server cluster of multiple servers. The workflow engine 500 includes middleware that implements various workflow nodes in a workflow.
In one embodiment, as shown in fig. 2, a method for scheduling a voice outbound call is provided, which is described by taking the method as an example for being applied to the voice outbound platform 100 in fig. 1, and includes the following steps:
s101, each service task required in the voice call-out process is established.
In this embodiment, before the voice outbound is executed, the voice outbound platform creates each service task corresponding to each flow of the voice outbound. Each service task is a task for providing service for the corresponding flow of the voice outbound. And the voice outbound platform calls each service task to realize the operation of the corresponding flow of the voice outbound through the corresponding service task, so that the voice outbound of the external terminal is completed.
Specifically, the voice outbound platform uses service task features in the workflow engine to create various service tasks required in the intelligent voice outbound process. The various service tasks comprise an outbound service starting task, a session message receiving and analyzing service task, a voice text sending service task, an exception handling service task, a call timeout handling service task, a session termination service task, a short message sending service task and the like. And each service task correspondingly processes the affairs of each flow of the voice outbound so as to complete the operation of the flow corresponding to the voice outbound.
And S103, acquiring the workflow of the voice outbound task when the voice outbound task is received.
In this embodiment, a voice outbound task for a voice outbound is created for each voice outbound event. The voice outbound task may include the type of the voice outbound, the outbound object of the voice outbound and its contact information, the time information for starting the voice outbound, the outbound flow information of the voice outbound task, and the like. And the created voice outbound task is put into a task pool to be executed with outbound so as to obtain the voice outbound task from the task pool and execute the voice outbound task.
And when the voice call-out platform receives the voice call-out task from the task pool, the workflow of the voice call-out task is acquired from the local. The workflow refers to a workflow for executing the voice outbound task according to a certain predetermined rule when the voice outbound task is realized. Furthermore, the voice outbound platform can determine the flow nodes of each voice outbound according to the workflow of the voice outbound task, so that the voice outbound is scheduled according to each workflow node.
And S105, according to the workflow, using the workflow engine to carry out voice outbound scheduling on each service task.
In this embodiment, the voice outbound platform performs scheduling of voice outbound on each service task of the voice outbound flow through the workflow engine according to the workflow corresponding to the voice outbound task. Specifically, the voice outbound platform determines each flow node of the voice outbound according to the workflow, acquires a service task corresponding to each flow node through the workflow engine, and finally schedules the service task of each flow node to realize automatic voice outbound.
In an embodiment, S105 further includes: and acquiring the available number of the outbound channels of the voice outbound, and starting the voice outbound task according to the available number of the outbound channels.
In this embodiment, the voice outbound task needs to be initiated before the voice outbound schedule is performed. The mode of starting the voice call-out is as follows: and starting the voice outbound task according to the available number of the outbound channels of the voice outbound. Specifically, when the outbound call starting time set by the voice outbound task is reached, the system drags out the corresponding outbound data from the outbound task pool according to the available number of the currently available outbound channels, and starts to dial. Therefore, the voice outbound can be automatically started without manual operation, and the work efficiency of the voice outbound is improved.
The voice outbound scheduling method comprises the steps of firstly creating each service task required by the voice outbound flow, wherein each service task can be used for executing the outbound task corresponding to the voice outbound flow. And when the voice outbound task is received, acquiring a workflow corresponding to the voice outbound task, and finally scheduling the voice outbound for each created service task by using a workflow engine according to the workflow. Therefore, the dispatching of the voice outbound can be realized by using the workflow engine, so that the automatic voice outbound can be realized, manual operation is not needed, and the working efficiency of the voice outbound is improved.
In an embodiment, as shown in fig. 3, before S105, the method further includes the steps of:
s104, obtaining the outbound contact information and the outbound time information of the outbound object of the voice outbound task.
At this time, S105 includes:
s1051, according to the workflow, using the workflow engine to call and start the outbound service task, wherein each service task comprises the start outbound service task.
And S1053, according to the outbound contact information and the outbound time information, establishing a call contact with the outbound object by starting the outbound service task.
In this embodiment, when performing a voice call, a voice call process needs to be started first. Specifically, the voice outbound platform acquires outbound contact information and outbound time information of an outbound object of the voice outbound task in advance, and introduces the outbound contact information and the outbound time information of the outbound object into the task pool. And further, calling and starting an outbound service task in each service task by using a workflow engine according to the workflow, and establishing a call connection with an outbound object by starting the outbound service task according to the outbound contact information and the outbound time information. Therefore, the voice outbound can be automatically started without manual operation, and the efficiency of the voice outbound is improved.
In one embodiment, the voice outbound call is a voice outbound call of a telephone return visit. The voice outbound platform collects the telephone information of the user needing return visit, the telephone return visit time period information and other basic information, and guides the information into the return visit platform. And when the external dialing starting time set by the task is determined to be reached according to the call return visit time period information, voice external dialing is carried out according to the telephone information of the user.
In one embodiment, as shown in fig. 4, S105 further includes the steps of:
and S1055, monitoring the voice conversation process of the call contact by using the workflow engine.
And S1057, according to the monitoring result and the workflow, using the workflow engine to perform voice outbound scheduling on each service task.
In this embodiment, the voice outbound platform employs a workflow engine to monitor the voice session progress of the call contact of the voice outbound. And matching each process node from the workflow according to the monitoring result, and calling each service task corresponding to each process node by using a workflow engine so as to execute the operation of the corresponding process node, thereby realizing the scheduling of the voice outbound.
In one implementation of this embodiment, as shown in fig. 5, S1057 includes the steps of:
s10571, when the first voice conversation message of the outbound object is monitored by using the message intermediate capturing event of the workflow engine, determining the first flow node according to the workflow, using the workflow engine to call the conversation message receiving and analyzing service task corresponding to the first flow node, and converting the first voice conversation message into text content by the conversation message receiving and analyzing service task.
And S10573, calling the voice text sending service task of the first process node by using the workflow engine, acquiring a second voice conversation message according to the text content by using the voice text sending service task, and sending the second voice conversation message to the outbound object.
Each service task also comprises a session message receiving and analyzing service task and a voice text sending service task.
In this embodiment, a first voice conversation message of an outbound object during a voice conversation is monitored using an intermediate message capture event of the workflow engine. Capturing STT (Speech-To-Text) Text of a first voice conversation message of an outbound object conversation in a voice conversation process, determining a first flow node as a node for converting voice into characters according To a workflow, calling a conversation message receiving and analyzing service, and storing a result obtained by performing NLP (Natural language processing) on the STT into a flow example of a workflow engine so as To perform business summary analysis of subsequent voice outbound. And the voice conversation process is judged and circulated through the gateway. And meanwhile, calling a voice text sending service task of the first process node by using the workflow engine, acquiring a second voice conversation message according to the text content by using the voice text sending service task, and sending the second voice conversation message to the outbound object. That is, the reply text is sent to the outbound object. Therefore, the voice monitoring and voice replying functions in the automatic voice outbound can be realized, manual operation replying is not needed, and the efficiency of the voice outbound is improved.
In one implementation of this embodiment, as shown in fig. 6, S1057 includes the steps of:
s10575, when the system abnormity occurs in the voice conversation process monitored by the error boundary event and the message boundary event of the workflow engine, determining a second flow node according to the workflow, calling an abnormity processing service task corresponding to the second flow node by the workflow engine, and sending a first prompt message for terminating the voice conversation to the outbound object by the abnormity processing service task.
S10577, when the timing boundary event of the workflow engine is used for monitoring that the session duration exceeds the duration threshold value in the voice session process, determining a third flow node according to the workflow, using the workflow engine to invoke a call timeout processing service task corresponding to the third flow node, and sending second prompt information for terminating the voice session to an outbound object through the call timeout processing service task; or, using the workflow engine to call a session termination service task of the third flow node, and terminating the current voice session through the session termination service task.
Each service task also comprises an exception handling service task, a call overtime handling service task and a session termination service task.
In the embodiment, when system abnormity occurs in the process of voice conversation is captured by using an error boundary event and a message boundary event of a workflow engine, a second flow node is determined according to the workflow, and an abnormity processing service is called to record error information through an execution monitor. And sends a first prompt to the outbound object to terminate the voice session in voice.
In addition, a workflow engine is used for timing boundary events, for the fact that the session duration exceeds the specified duration in the voice session process, a third flow node is determined according to the workflow, the call timeout processing service is called, second prompt information for stopping the voice session is sent to the outbound object through the call timeout processing service task, the outbound object is guided to interrupt the session, and long-time malicious occupation of resources due to the fact that the session duration is too long is avoided. Or, the workflow engine is used for calling a session termination service task of the third flow node, the current voice session is terminated through the session termination service task, the session is forcibly interrupted, and long-time malicious occupation of resources caused by long session duration is avoided.
In one embodiment, as shown in fig. 6, S105 further includes the steps of:
s1059, when the current flow node of the voice outbound is determined to be the flow node for sending the short message according to the workflow, the workflow engine is used for calling the short message sending service task corresponding to the flow node for sending the short message, and the short message is sent to the outbound object through the short message sending service task.
S10511, when the message intermediate capture event of the workflow engine is used to determine that the message content is received, determining the next process node according to the message content and the workflow, and scheduling each service task by using the workflow engine according to the next process node.
S10513, when the intermediate message capture event of the workflow engine is used to determine that the short message content is not received in the preset time period, the service task corresponding to the current process node is ended.
In the embodiment, when the current flow node of the voice outbound is determined to be the flow node for sending the short message according to the workflow, the workflow engine is used for calling the short message sending service task corresponding to the flow node for sending the short message, and the short message is sent to the outbound object through the short message sending service task, so that the automatic short message sending function in the voice outbound process is realized, and manual judgment and short message sending operation are not needed. In addition, the short message content replied by the outbound object is captured by using the message intermediate capture event of the workflow engine, and the corresponding flow is carried out by using the gateway according to the short message content replied by the outbound object. Namely, the next process node is determined according to the short message content and the workflow, and then the next process node is scheduled, so that the skipping of the process node of the voice outbound is realized. And if the short message content is not received in the preset time period, recording the result, and ending the service task corresponding to the current process node, namely ending the current process instance.
In one embodiment, counting statistics are performed on the flow that abnormally ends in the process of the voice call-out. And when the frequency of the abnormal interruption process in the voice outbound task reaches a monitoring threshold value, automatically stopping the current voice outbound task, and automatically triggering an alarm short message to a task creator and a system administrator.
In summary, according To the embodiment, the voice outbound scheduling method of the present application uses the workflow engine, combines the characteristics of the workflow, and integrates the technologies of TTS (Text To Speech, from Text To voice), STT, NLP, and the like, thereby solving the problem of node flow control in the voice outbound process and improving the voice outbound efficiency.
An embodiment is provided below, taking voice outbound as a call return visit and activity workflow engine as a process engine as an example:
first, the various dependencies required by the flow engine need to be introduced into the project.
For example, ① call-out service task, ② conversation message receiving and analyzing service task, ③ voice text sending service task, ④ call-up service task, ⑤ short message sending service task, ⑥ abnormal processing service task, ⑦ communication overtime processing service task and other service tasks, so as to realize the functions of call-out, user conversation information receiving, user intention analysis, answering voice sending, short message automatic issuing, flow abnormal monitoring, abnormal processing, call hang-up and the like in the flow.
And deploying the edited flow file to a workflow engine in an online configuration or XML import mode.
Before initiating an outbound flow, a service caller confirms various variables required by the outbound flow. After a call is successfully initiated, various variable data is stored in the process instance of the process engine. In the process of communicating with the user, the intention of the user is obtained through the session message receiving and analyzing service, then the intention of the user is stored in the process example, and the process calls the voice text sending service to return the corresponding speech term tone to the user according to the previously set process.
The workflow engine is used for timing the boundary event, and for the call process exceeding the specified duration, the client is friendly informed of the overtime of the call and automatically hangs up, so that the long-time malicious occupation of the telephone resource is avoided.
The error boundary event and the message boundary event of the workflow engine are utilized to capture system abnormity occurring in the call process, and the voice text sending service is called to friendly inform the customer to hang up the call, and error information is recorded by the workflow engine execution monitor.
Therefore, automatic call-out and processing of call return visit are realized, manpower resources are saved, the work efficiency of voice call-out is improved, and the number of users who can return visit every day is increased to more than 5000 sheets every day from 230 sheets every day before in cooperation with the short message return visit module.
In conclusion, the technical scheme of integrating TTS, STT and NLP based on the workflow engine is used as a support, the configuration of the voice outbound flow is basically realized, the configuration difficulty of the outbound flow is reduced, and the stability and reliability of the outbound system in a high-concurrency scene are improved.
It should be understood that, although the steps in the flowchart are shown in order as indicated by the arrows, the steps are not necessarily performed in order as indicated by the arrows. The steps are not performed in the exact order shown and described, and may be performed in other orders, unless explicitly stated otherwise. Moreover, at least some of the steps in the figures may include multiple sub-steps or multiple stages that are not necessarily performed at the same time, but may be performed at different times, and the order of performance of the sub-steps or stages is not necessarily sequential, but may be performed in turn or alternately with other steps or at least some of the sub-steps or stages of other steps.
In one embodiment, as shown in fig. 7, there is provided a voice outbound scheduling apparatus, including: a creation module 10, an acquisition module 30 and a scheduling module 50, wherein:
and the creating module 10 is used for creating each service task required in the voice call-out process.
And the obtaining module 30 is configured to obtain a workflow of the voice outbound task when the voice outbound task is received.
And the scheduling module 50 is used for performing voice outbound scheduling on each service task by using the workflow engine according to the workflow.
In one embodiment, the voice outbound scheduling apparatus may include (not shown in fig. 7):
and the information acquisition module is used for acquiring the outbound contact information and the outbound time information of the outbound object of the voice outbound task.
In this case, the scheduling module 50 includes:
and the calling unit is used for calling and starting the outbound service tasks by using the workflow engine according to the workflow, and each service task comprises the starting outbound service task.
And the establishing unit is used for establishing the call contact with the outbound object by starting the outbound service task according to the outbound contact information and the outbound time information.
In one embodiment, the scheduling module 50 may include (not shown in fig. 7):
and the monitoring unit is used for monitoring the voice conversation process of the call contact by using the workflow engine.
And the scheduling unit is used for scheduling the voice outbound of each service task by using the workflow engine according to the monitoring result and the workflow.
In one embodiment, the scheduling unit may include (not shown in fig. 7):
and the conversion module is used for determining a first flow node according to the workflow when a first voice session message of an outbound object is monitored by using a message middle capture event of the workflow engine in the voice session process, calling a session message receiving and analyzing service task corresponding to the first flow node by using the workflow engine, and converting the first voice session message into text content through the session message receiving and analyzing service task.
And the sending subunit is used for calling the voice text sending service task of the first process node by using the workflow engine, acquiring a second voice session message according to the text content by using the voice text sending service task, and sending the second voice session message to the outbound object.
Each service task also comprises a session message receiving and analyzing service task and a voice text sending service task.
In one embodiment, the scheduling unit may include (not shown in fig. 7):
and the exception handling subunit is used for determining a second process node according to the workflow when the system exception occurs in the voice session process monitored by using the error boundary event and the message boundary event of the workflow engine, calling an exception handling service task corresponding to the second process node by using the workflow engine, and sending first prompt information for terminating the voice session to the outbound object through the exception handling service task.
The session termination subunit is used for determining a third flow node according to the workflow when the timing boundary event of the workflow engine monitors that the session duration exceeds a duration threshold value in the voice session process, calling a call timeout processing service task corresponding to the third flow node by using the workflow engine, and sending second prompt information for terminating the voice session to an outbound object through the call timeout processing service task; or, using the workflow engine to call a session termination service task of the third flow node, and terminating the current voice session through the session termination service task.
Each service task also comprises an exception handling service task, a call overtime handling service task and a session termination service task.
In one embodiment, the scheduling module 50 may include (not shown in fig. 7):
and the short message sending unit is used for calling a short message sending service task corresponding to the flow node for sending the short message by using the workflow engine when the current flow node of the voice outbound is determined to be the flow node for sending the short message according to the workflow, and sending the short message to the outbound object through the short message sending service task.
And the skipping unit is used for determining a next process node according to the short message content and the workflow when the short message content is determined to be received by using the message middle capture event of the workflow engine, and performing voice outbound scheduling on each service task by using the workflow engine according to the next process node.
And the task termination unit is used for terminating the service task corresponding to the current flow node when the intermediate message capturing event of the workflow engine is used for determining that the short message content is not received in the preset time period.
In one embodiment, the voice outbound scheduling apparatus may include (not shown in fig. 7):
and the outbound channel acquisition module is used for acquiring the available number of outbound channels of the voice outbound.
And the starting module is used for starting the voice outbound task according to the available number of the outbound channels.
For the specific definition of a voice outbound scheduling apparatus, refer to the above definition of a voice outbound scheduling method, which is not described herein again. The modules in the voice outbound scheduling device can be wholly or partially realized by software, hardware and a combination thereof. The modules can be embedded in a hardware form or independent from a processor in the computer device, and can also be stored in a memory in the computer device in a software form, so that the processor can call and execute operations corresponding to the modules.
In one embodiment, a computer device is provided, which may be a server of a voice outbound platform, and its internal structure diagram may be as shown in fig. 8. The computer device includes a processor, a memory, a network interface, and a database connected by a system bus. Wherein the processor of the computer device is configured to provide computing and control capabilities. The memory of the computer device comprises a nonvolatile storage medium and an internal memory. The non-volatile storage medium stores an operating system, a computer program, and a database. The internal memory provides an environment for the operation of an operating system and computer programs in the non-volatile storage medium. The database of the computer device is used for storing voice outgoing call related data. The network interface of the computer device is used for communicating with an external terminal through a network connection. The computer program is executed by a processor to implement a method of voice outbound scheduling.
Those skilled in the art will appreciate that the architecture shown in fig. 8 is merely a block diagram of some of the structures associated with the disclosed aspects and is not intended to limit the computing devices to which the disclosed aspects apply, as particular computing devices may include more or less components than those shown, or may combine certain components, or have a different arrangement of components.
In one embodiment, a computer device is provided, comprising a memory, a processor, and a computer program stored on the memory and executable on the processor, the processor implementing the following steps when executing the computer program:
creating each service task required in the voice outbound flow; when a voice outbound task is received, acquiring a workflow of the voice outbound task; and according to the workflow, using a workflow engine to perform voice outbound scheduling on each service task.
In one embodiment, the processor, when executing the computer program, performs the steps of: and obtaining the outbound contact information and the outbound time information of the outbound object of the voice outbound task. When the processor executes the computer program to realize the scheduling step of performing voice call-out on each service task by using the workflow engine according to the workflow, the following steps are specifically realized: calling and starting an outbound service task by using a workflow engine according to a workflow, wherein each service task comprises the starting of the outbound service task; and according to the outbound contact information and the outbound time information, establishing a call contact with the outbound object by starting an outbound service task.
In an embodiment, when the processor executes the computer program to implement the scheduling step of performing the voice call-out on each service task by using the workflow engine according to the workflow, the following steps are specifically implemented: monitoring the voice conversation process of the call contact by using a workflow engine; and according to the monitoring result and the workflow, using the workflow engine to carry out voice outbound scheduling on each service task.
In an embodiment, when the processor executes the computer program to implement the scheduling step of performing the voice call-out on each service task by using the workflow engine according to the monitoring result and the workflow, the following steps are specifically implemented: when a first voice conversation message of an outbound object in the voice conversation process is monitored by using a message intermediate capture event of a workflow engine, determining a first flow node according to the workflow, calling a conversation message receiving and analyzing service task corresponding to the first flow node by using the workflow engine, and converting the first voice conversation message into text content through the conversation message receiving and analyzing service task; calling a voice text sending service task of a first process node by using a workflow engine, acquiring a second voice conversation message according to text contents through the voice text sending service task, and sending the second voice conversation message to an outbound object; each service task also comprises a session message receiving and analyzing service task and a voice text sending service task.
In an embodiment, when the processor executes the computer program to implement the scheduling step of performing the voice call-out on each service task by using the workflow engine according to the monitoring result and the workflow, the following steps are specifically implemented: when system abnormity occurs in the voice session process monitored by using an error boundary event and a message boundary event of a workflow engine, determining a second flow node according to the workflow, calling an abnormity processing service task corresponding to the second flow node by using the workflow engine, and sending first prompt information for terminating the voice session to an outbound object through the abnormity processing service task; when the timing boundary event of the workflow engine is used for monitoring that the session duration exceeds a duration threshold value in the voice session process, determining a third flow node according to the workflow, calling a call timeout processing service task corresponding to the third flow node by using the workflow engine, and sending second prompt information for terminating the voice session to an outbound object through the call timeout processing service task; or, using the workflow engine to call a session termination service task of the third flow node, and terminating the current voice session through the session termination service task; each service task also comprises an exception handling service task, a call overtime handling service task and a session termination service task.
In an embodiment, when the processor executes the computer program to implement the scheduling step of performing the voice call-out on each service task by using the workflow engine according to the workflow, the following steps are specifically implemented: when the current flow node of the voice outbound is determined to be the flow node for sending the short message according to the workflow, calling a short message sending service task corresponding to the flow node for sending the short message by using a workflow engine, and sending the short message to an outbound object through the short message sending service task; when the received short message content is determined by using the message intermediate capture event of the workflow engine, determining a next process node according to the short message content and the workflow, and scheduling each service task by using the workflow engine according to the next process node; and when the intermediate message capturing event of the workflow engine is used for determining that the short message content is not received in the preset time period, finishing the service task corresponding to the current flow node.
In one embodiment, the processor, when executing the computer program, implements the steps of: acquiring the available number of outbound channels of the voice outbound; and starting the voice outbound task according to the available number of outbound channels.
In one embodiment, a computer-readable storage medium is provided, having a computer program stored thereon, which when executed by a processor, performs the steps of:
creating each service task required in the voice outbound flow; when a voice outbound task is received, acquiring a workflow of the voice outbound task; and according to the workflow, using a workflow engine to perform voice outbound scheduling on each service task.
In one embodiment, the computer program when executed by the processor implements the steps of: and obtaining the outbound contact information and the outbound time information of the outbound object of the voice outbound task. When the computer program is executed by the processor to realize the scheduling step of performing the voice call-out on each service task by using the workflow engine according to the workflow, the following steps are specifically realized: calling and starting an outbound service task by using a workflow engine according to a workflow, wherein each service task comprises the starting of the outbound service task; and according to the outbound contact information and the outbound time information, establishing a call contact with the outbound object by starting an outbound service task.
In one embodiment, when the computer program is executed by the processor to implement the scheduling step of performing the voice call-out on each service task by using the workflow engine according to the workflow, the following steps are specifically implemented: monitoring the voice conversation process of the call contact by using a workflow engine; and according to the monitoring result and the workflow, using the workflow engine to carry out voice outbound scheduling on each service task.
In one embodiment, when the computer program is executed by the processor to implement the scheduling step of performing the voice call-out on each service task by using the workflow engine according to the monitoring result and the workflow, the following steps are specifically implemented: when a first voice conversation message of an outbound object in the voice conversation process is monitored by using a message intermediate capture event of a workflow engine, determining a first flow node according to the workflow, calling a conversation message receiving and analyzing service task corresponding to the first flow node by using the workflow engine, and converting the first voice conversation message into text content through the conversation message receiving and analyzing service task; calling a voice text sending service task of a first process node by using a workflow engine, acquiring a second voice conversation message according to text contents through the voice text sending service task, and sending the second voice conversation message to an outbound object; each service task also comprises a session message receiving and analyzing service task and a voice text sending service task.
In one embodiment, when the computer program is executed by the processor to implement the scheduling step of performing the voice call-out on each service task by using the workflow engine according to the monitoring result and the workflow, the following steps are specifically implemented: when system abnormity occurs in the voice session process monitored by using an error boundary event and a message boundary event of a workflow engine, determining a second flow node according to the workflow, calling an abnormity processing service task corresponding to the second flow node by using the workflow engine, and sending first prompt information for terminating the voice session to an outbound object through the abnormity processing service task; when the timing boundary event of the workflow engine is used for monitoring that the session duration exceeds a duration threshold value in the voice session process, determining a third flow node according to the workflow, calling a call timeout processing service task corresponding to the third flow node by using the workflow engine, and sending second prompt information for terminating the voice session to an outbound object through the call timeout processing service task; or, using the workflow engine to call a session termination service task of the third flow node, and terminating the current voice session through the session termination service task; each service task also comprises an exception handling service task, a call overtime handling service task and a session termination service task.
In one embodiment, when the computer program is executed by the processor to implement the scheduling step of performing the voice call-out on each service task by using the workflow engine according to the workflow, the following steps are specifically implemented: when the current flow node of the voice outbound is determined to be the flow node for sending the short message according to the workflow, calling a short message sending service task corresponding to the flow node for sending the short message by using a workflow engine, and sending the short message to an outbound object through the short message sending service task; when the received short message content is determined by using the message intermediate capture event of the workflow engine, determining a next process node according to the short message content and the workflow, and scheduling each service task by using the workflow engine according to the next process node; and when the intermediate message capturing event of the workflow engine is used for determining that the short message content is not received in the preset time period, finishing the service task corresponding to the current flow node.
In one embodiment, the computer program, when executed by a processor, embodies the steps of: acquiring the available number of outbound channels of the voice outbound; and starting the voice outbound task according to the available number of outbound channels.
It will be understood by those skilled in the art that all or part of the processes of the methods of the embodiments described above can be implemented by hardware instructions of a computer program, which can be stored in a non-volatile computer-readable storage medium, and when executed, can include the processes of the embodiments of the methods described above. Any reference to memory, storage, database, or other medium used in the embodiments provided herein may include non-volatile and/or volatile memory, among others. Non-volatile memory can include read-only memory (ROM), Programmable ROM (PROM), Electrically Programmable ROM (EPROM), Electrically Erasable Programmable ROM (EEPROM), or flash memory. Volatile memory can include Random Access Memory (RAM) or external cache memory. By way of illustration and not limitation, RAM is available in a variety of forms such as Static RAM (SRAM), Dynamic RAM (DRAM), Synchronous DRAM (SDRAM), Double Data Rate SDRAM (DDRSDRAM), Enhanced SDRAM (ESDRAM), Synchronous Link DRAM (SLDRAM), Rambus Direct RAM (RDRAM), direct bus dynamic RAM (DRDRAM), and memory bus dynamic RAM (RDRAM).
The technical features of the above embodiments can be arbitrarily combined, and for the sake of brevity, all possible combinations of the technical features in the above embodiments are not described, but should be considered as the scope of the present specification as long as there is no contradiction between the combinations of the technical features.
The above-mentioned embodiments only express several embodiments of the present application, and the description thereof is more specific and detailed, but not construed as limiting the scope of the invention. It should be noted that, for a person skilled in the art, several variations and modifications can be made without departing from the concept of the present application, which falls within the scope of protection of the present application. Therefore, the protection scope of the present patent shall be subject to the appended claims.
Claims (10)
1. A method of voice outbound scheduling, the method comprising:
creating each service task required in the voice outbound flow;
when a voice outbound task is received, acquiring a workflow of the voice outbound task;
and according to the workflow, using a workflow engine to schedule the voice outbound of each service task.
2. The method of claim 1, further comprising:
obtaining the outbound contact information and the outbound time information of the outbound object of the voice outbound task;
the scheduling of voice call-out for each service task by using a workflow engine according to the workflow comprises:
calling and starting an outbound service task by using the workflow engine according to the workflow, wherein each service task comprises the starting outbound service task;
and establishing a call contact with the outbound object by starting the outbound service task according to the outbound contact information and the outbound time information.
3. The method of claim 2, wherein said scheduling voice callouts for said service tasks using a workflow engine according to said workflow further comprises:
monitoring a voice session process of the call contact using the workflow engine;
and according to the monitoring result and the workflow, using a workflow engine to carry out voice outbound scheduling on each service task.
4. The method of claim 3, wherein the scheduling the voice outbound call for each service task using the workflow engine according to the monitoring result and the workflow comprises:
when a first voice conversation message of the outbound object in the voice conversation process is monitored by using a message intermediate capture event of the workflow engine, determining a first flow node according to the workflow, calling a conversation message receiving and analyzing service task corresponding to the first flow node by using the workflow engine, and converting the first voice conversation message into text content through the conversation message receiving and analyzing service task;
calling a voice text sending service task of the first process node by using the workflow engine, acquiring a second voice session message according to the text content through the voice text sending service task, and sending the second voice session message to the outbound object;
wherein, each service task also comprises the session message receiving and analyzing service task and the voice text sending service task.
5. The method of claim 3, wherein the scheduling the voice outbound call for each service task using a workflow engine according to the monitoring result and the workflow further comprises:
when the system abnormity occurs in the voice conversation process is monitored by using the error boundary event and the message boundary event of the workflow engine, determining a second flow node according to the workflow, calling an abnormity processing service task corresponding to the second flow node by using the workflow engine, and sending first prompt information for terminating the voice conversation to the outbound object through the abnormity processing service task;
when the timing boundary event of the workflow engine is used for monitoring that the session duration exceeds a duration threshold value in the voice session process, determining a third flow node according to the workflow, using the workflow engine to call a call timeout processing service task corresponding to the third flow node, and sending second prompt information for terminating the voice session to the outbound object through the call timeout processing service task; or, using the workflow engine to call a session termination service task of the third flow node, and terminating the current voice session through the session termination service task;
wherein, each service task further comprises the exception handling service task, the call timeout handling service task and the session termination service task.
6. The method of claim 2, wherein said scheduling voice callouts for said service tasks using a workflow engine according to said workflow further comprises:
when the current flow node of the voice outbound is determined to be a flow node for sending the short message according to the workflow, using the workflow engine to call a short message sending service task corresponding to the flow node for sending the short message, and sending the short message to the outbound object through the short message sending service task;
when the received short message content is determined by using the message intermediate capture event of the workflow engine, determining a next process node according to the short message content and the workflow, and scheduling the voice outbound call for each service task by using the workflow engine according to the next process node;
and when the intermediate message capturing event of the workflow engine is used for determining that short message content is not received in a preset time period, ending the service task corresponding to the current process node.
7. The method of claim 1, further comprising:
acquiring the available number of outbound channels of the voice outbound;
and starting the voice outbound task according to the available number of the outbound channels.
8. An apparatus for voice outbound scheduling, the apparatus comprising:
the establishing module is used for establishing each service task required in the voice outbound flow;
the acquisition module is used for acquiring the workflow of the voice outbound task when receiving the voice outbound task;
and the scheduling module is used for scheduling the voice outbound of each service task by using a workflow engine according to the workflow.
9. A computer device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, characterized in that the steps of the method of any of claims 1 to 7 are implemented when the computer program is executed by the processor.
10. A computer-readable storage medium, on which a computer program is stored, which, when being executed by a processor, carries out the steps of the method of any one of claims 1 to 7.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201910906846.4A CN110753161A (en) | 2019-09-24 | 2019-09-24 | Voice outbound scheduling method, device, computer equipment and storage medium |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201910906846.4A CN110753161A (en) | 2019-09-24 | 2019-09-24 | Voice outbound scheduling method, device, computer equipment and storage medium |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN110753161A true CN110753161A (en) | 2020-02-04 |
Family
ID=69276993
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201910906846.4A Pending CN110753161A (en) | 2019-09-24 | 2019-09-24 | Voice outbound scheduling method, device, computer equipment and storage medium |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN110753161A (en) |
Cited By (7)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN111385421A (en) * | 2020-03-21 | 2020-07-07 | 山东泰盈科技有限公司 | Artificial intelligent fusing method for communication service |
| CN111680916A (en) * | 2020-06-09 | 2020-09-18 | 南京及物智能技术有限公司 | Electric power distribution virtual dispatcher device and method |
| CN112003991A (en) * | 2020-09-02 | 2020-11-27 | 深圳壹账通智能科技有限公司 | Outbound method and related equipment |
| CN112532794A (en) * | 2020-11-24 | 2021-03-19 | 携程计算机技术（上海）有限公司 | Voice outbound method, system, equipment and storage medium |
| CN113784007A (en) * | 2021-09-29 | 2021-12-10 | 深圳追一科技有限公司 | Outbound call method, device, equipment and storage medium |
| CN114205467A (en) * | 2021-12-09 | 2022-03-18 | 广西电网有限责任公司 | Intelligent outbound system for power grid customer service work order and use method |
| CN114374729A (en) * | 2021-12-31 | 2022-04-19 | 上海网达软件股份有限公司 | Voice talkback service implementation method, device and storage medium |
Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US20060098793A1 (en) * | 2004-11-08 | 2006-05-11 | Avaya Technology Corp. | Dynamic content delivery |
| CN103685788A (en) * | 2012-09-12 | 2014-03-26 | 上海语联信息技术有限公司 | Automatic outbound call and voice interaction system based on IP network |
| CN108665239A (en) * | 2018-05-08 | 2018-10-16 | 平安普惠企业管理有限公司 | Workflow processing method, device, computer equipment and storage medium |
| CN109672794A (en) * | 2018-12-04 | 2019-04-23 | 天津深思维科技有限公司 | A kind of outer paging system of intelligent sound |
-
2019
- 2019-09-24 CN CN201910906846.4A patent/CN110753161A/en active Pending
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US20060098793A1 (en) * | 2004-11-08 | 2006-05-11 | Avaya Technology Corp. | Dynamic content delivery |
| CN103685788A (en) * | 2012-09-12 | 2014-03-26 | 上海语联信息技术有限公司 | Automatic outbound call and voice interaction system based on IP network |
| CN108665239A (en) * | 2018-05-08 | 2018-10-16 | 平安普惠企业管理有限公司 | Workflow processing method, device, computer equipment and storage medium |
| CN109672794A (en) * | 2018-12-04 | 2019-04-23 | 天津深思维科技有限公司 | A kind of outer paging system of intelligent sound |
Cited By (8)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN111385421A (en) * | 2020-03-21 | 2020-07-07 | 山东泰盈科技有限公司 | Artificial intelligent fusing method for communication service |
| CN111680916A (en) * | 2020-06-09 | 2020-09-18 | 南京及物智能技术有限公司 | Electric power distribution virtual dispatcher device and method |
| CN112003991A (en) * | 2020-09-02 | 2020-11-27 | 深圳壹账通智能科技有限公司 | Outbound method and related equipment |
| CN112532794A (en) * | 2020-11-24 | 2021-03-19 | 携程计算机技术（上海）有限公司 | Voice outbound method, system, equipment and storage medium |
| CN113784007A (en) * | 2021-09-29 | 2021-12-10 | 深圳追一科技有限公司 | Outbound call method, device, equipment and storage medium |
| CN114205467A (en) * | 2021-12-09 | 2022-03-18 | 广西电网有限责任公司 | Intelligent outbound system for power grid customer service work order and use method |
| CN114374729A (en) * | 2021-12-31 | 2022-04-19 | 上海网达软件股份有限公司 | Voice talkback service implementation method, device and storage medium |
| CN114374729B (en) * | 2021-12-31 | 2023-04-18 | 上海网达软件股份有限公司 | Voice talkback service implementation method, equipment and storage medium |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN110753161A (en) | Voice outbound scheduling method, device, computer equipment and storage medium | |
| CN104735272B (en) | The hold-up interception method and system of a kind of harassing call | |
| CN108933946B (en) | Voice-control-based live broadcasting attention method, storage medium, electronic equipment and system | |
| CN113377668A (en) | Automatic testing method and device for service interface and computer equipment | |
| CN110244991A (en) | A kind of micro services dependency analysis method and device | |
| CN110166725A (en) | Video method, device, computer equipment and storage medium | |
| CN113067949A (en) | Batch number detection method and device for outgoing calls of telephones and electronic equipment | |
| CN109814949B (en) | Virtual telephone state switching method and device, computer equipment and storage medium | |
| KR101488031B1 (en) | Short impromptu communications in presence-based systems | |
| US20050135575A1 (en) | Tuning an interactive voise response system | |
| WO2004040889A1 (en) | Predective dialling by monitoring progress of agent script | |
| EP2385726A1 (en) | Apparatus and method for controlling amount of concurrent calls | |
| CN109995950A (en) | Method, system, equipment and the medium of telephone outbound call | |
| CN112508585A (en) | Method, equipment and device for processing broadcasting and television customer service business | |
| CN111460212A (en) | Voice flow setting method and device, computer equipment and storage medium | |
| CN112291371B (en) | Conference message real-time synchronization method, system, device and storage medium | |
| CN112417349B (en) | Programming device and network state monitoring method | |
| CN102611807A (en) | Missed call processing method | |
| CN112689112A (en) | Time-consuming analysis and optimization method, device, equipment and medium for video communication system | |
| CN112783739A (en) | Timeout time display method, device, system, computer equipment and storage medium | |
| CN112291426A (en) | Frequency limit-based harassment outbound call prevention method, device, equipment and storage medium | |
| CN105323366A (en) | Callback prompting method and device based on speech recognition | |
| CN116132587A (en) | Outbound monitoring method and device for call system, electronic equipment and storage medium | |
| CN114385329B (en) | Process management method and device, electronic device and readable storage medium | |
| CN111818045B (en) | Conference reservation method, device, equipment and storage medium |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| RJ01 | Rejection of invention patent application after publication | ||
| RJ01 | Rejection of invention patent application after publication |
Application publication date: 20200204 |