CN110809095A - Method and device for voice call-out - Google Patents
Method and device for voice call-out Download PDFInfo
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Abstract
The invention discloses a method and a device for voice outbound. Wherein, the method comprises the following steps: the method comprises the steps that communication requests are sent to a plurality of terminal devices in sequence, wherein the terminal devices are devices corresponding to outbound numbers in an outbound number set; if the communication connection with the terminal equipment is successfully established, acquiring voice information of the terminal equipment; and determining reply information from a corpus based on the voice information, and sending the reply information to the terminal equipment, wherein the corpus comprises the reply information matched with the voice information. The invention solves the technical problems of repeated working contents and low efficiency caused by the communication between the manual customer service and mass customers in the related technology.
Description
Technical Field
The invention relates to the field of voice interaction, in particular to a method and a device for voice outbound.
Background
With the continuous and rapid development of economy in China, market competition is increasingly intensified, the focus of market competition is shifted from product competition to customer competition, the survival and development of customers to enterprises become more and more important, and communication between the enterprises and the customers is more and more frequent. Thus, enterprises need more and more customer service personnel to communicate with customers over the phone. However, the number of customer service staff is limited, and in the face of a large number of clients, the existing communication scene is large in workload, repeated in work content and low in efficiency, so that the labor cost and the management cost of an enterprise are increased undoubtedly.
Aiming at the technical problems of repeated work content and low efficiency caused by the communication between the manual customer service and mass customers in the related technology, no effective solution is provided at present.
Disclosure of Invention
The embodiment of the invention provides a method and a device for voice outbound, which are used for at least solving the technical problems of repeated working contents and low efficiency caused by communication between manual customer service and massive customers in the related technology.
According to an aspect of an embodiment of the present invention, there is provided a method for voice call-out, including: the method comprises the steps that communication requests are sent to a plurality of terminal devices in sequence, wherein the terminal devices are devices corresponding to outbound numbers in an outbound number set; if the communication connection with the terminal equipment is successfully established, acquiring voice information of the terminal equipment; and determining reply information from a corpus based on the voice information, and sending the reply information to the terminal equipment, wherein the corpus comprises the reply information matched with the voice information.
Optionally, before sequentially sending the communication requests to the plurality of terminal devices, the method further includes: acquiring an external call number set, wherein the acquisition source of the external call number set comprises at least one of the following: the system comprises a local database, a preset system and a third-party website.
Optionally, after acquiring the set of external call numbers, the method further includes: and rejecting the outbound number in the outbound number set, wherein the outbound number comprises at least one of the following numbers: blacklist numbers, repeated numbers, numbers dialed within a preset period.
Optionally, after acquiring the set of external call numbers, the method further includes: the outbound numbers in the outbound number set are encrypted and/or desensitized.
Optionally, before determining the response information from the corpus based on the speech information, the method further includes: establishing a corpus, wherein the corpus is established based on the following steps: selecting a conversation process according to a preset rule; configuring a conversation process through context information and preset conversation corpora; and adding a process node and a skip node to the configured conversation process to obtain a corpus.
Optionally, determining the response information from the corpus based on the speech information includes: converting the voice information into text information, and analyzing the text information to obtain an analyzed text; and calculating the similarity between each corpus and the analysis text in the corpus, determining the corpus with the highest similarity as a reference corpus, and determining the reply corpus corresponding to the reference corpus as the reply information.
Optionally, the reply message sent to the terminal device is synthesized voice or real person recorded voice.
Optionally, after determining reply information from the corpus based on the voice information and sending the reply information to the terminal device, the method further includes: the voice information and the reply information are saved.
Optionally, the method further includes: determining a target client based on the voice information and the reply information; performing at least one of the following operations on the target customer: and transferring the communication connection to an artificial customer service, sending prompt information to the terminal equipment of the target customer, and visiting the target customer.
Optionally, after performing at least one of the following operations on the target client, the method further includes: extracting keywords in the voice information and the reply information; and generating a label of the target client according to the keyword so as to classify the target client.
Optionally, after configuring the dialog flow by context and preset dialog corpus, the method further includes: adjusting the preset dialogue corpus according to the tags to obtain preset dialogue corpora for different tags; and reconfiguring the conversation process by using the preset conversation corpus of different tags to obtain the conversation process of different tags.
Optionally, the method further includes: displaying information of at least one of the following in the process of voice call-out: establishing a corpus, sending communication request times, successfully establishing the number of outbound numbers of communication connection, unsuccessfully establishing the number of outbound numbers of communication connection, establishing communication connection time, the number of target clients and the label of the target clients.
According to another aspect of the embodiments of the present invention, there is also provided an apparatus for voice calling, including: the system comprises a sending module, a receiving module and a sending module, wherein the sending module is used for sending communication requests to a plurality of terminal devices in sequence, and the terminal devices are devices corresponding to outbound numbers in an outbound number set; the first acquisition module is used for acquiring the voice information of the terminal equipment if the communication connection with the terminal equipment is successfully established; the first determining module is used for determining reply information from a corpus based on the voice information and sending the reply information to the terminal equipment, wherein the corpus comprises the reply information matched with the voice information.
According to another aspect of the embodiments of the present invention, there is also provided a computer storage medium storing a plurality of instructions adapted to be loaded by a processor and to perform any of the above methods of voice calling.
According to another aspect of the embodiments of the present invention, there is also provided an electronic device, including: a processor and a memory; wherein the memory stores a computer program adapted to be loaded by the processor and to perform any of the above methods of voice callouts.
In the embodiment of the invention, communication requests are sent to a plurality of terminal devices in sequence, wherein the terminal devices are devices corresponding to outbound numbers in an outbound number set; if the communication connection with the terminal equipment is successfully established, acquiring voice information of the terminal equipment; and determining reply information from a corpus based on the voice information, and sending the reply information to the terminal equipment, wherein the corpus comprises the reply information matched with the voice information. Compared with the prior art, the method and the device have the advantages that the communication requests are sequentially sent to the terminal devices corresponding to the outbound numbers in the outbound number set, and the voice interaction is automatically carried out with the terminal devices under the condition that the requests pass, so that the technical problems that the work content is repeated and the efficiency is low due to the fact that manual customer service is used for communicating with massive customers in the prior art are solved, and the purpose of intelligently replying the voice information is achieved.
Drawings
The accompanying drawings, which are included to provide a further understanding of the invention and are incorporated in and constitute a part of this application, illustrate embodiment(s) of the invention and together with the description serve to explain the invention without limiting the invention. In the drawings:
fig. 1 is a flow chart of an alternative method of voice callouts according to embodiment 1 of the present invention;
fig. 2 is a flowchart of an alternative method for acquiring a set of external call numbers according to embodiment 1 of the present invention;
fig. 3 is an alternative intelligent dialog flow diagram according to embodiment 1 of the present invention;
fig. 4 is a flowchart of an alternative method for mining valuable information of call content according to embodiment 1 of the present invention;
FIG. 5 is a flowchart of an alternative method for generating a complete corpus according to embodiment 1 of the present invention;
FIG. 6 is a complete flow chart of an alternative method of voice callouts according to embodiment 1 of the present invention; and
fig. 7 is a schematic diagram of an alternative voice outbound device according to embodiment 2 of the present invention.
Detailed Description
It should be noted that the embodiments and features of the embodiments in the present application may be combined with each other without conflict. In order to make the technical solutions of the present invention better understood, the technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
Furthermore, the terms "first," "second," and the like in the description and in the claims, as well as in the drawings, are used for distinguishing between similar elements and not necessarily for describing a particular sequential or chronological order. It is to be understood that the data so used is interchangeable under appropriate circumstances such that the embodiments of the invention described herein are capable of operation in sequences other than those illustrated or described herein. Furthermore, the terms "comprises," "comprising," and "having," and any variations thereof, are intended to cover a non-exclusive inclusion, such that a process, method, system, article, or apparatus that comprises a list of steps or elements is not necessarily limited to those steps or elements expressly listed, but may include other steps or elements not expressly listed or inherent to such process, method, article, or apparatus.
Example 1
The embodiment provides a voice outbound method which can be applied to intelligent terminals of enterprises. It should be noted that the steps illustrated in the flowcharts of the figures may be performed in a computer system such as a set of computer-executable instructions and that, although a logical order is illustrated in the flowcharts, in some cases, the steps illustrated or described may be performed in an order different than presented herein.
Fig. 1 is a flow chart of a method of voice calling according to an embodiment of the present invention, as shown in fig. 1, the method includes the steps of:
step S102, communication requests are sent to a plurality of terminal devices in sequence, wherein the terminal devices are devices corresponding to the outbound numbers in the outbound number set.
In an alternative, the terminal device may be a mobile terminal of a client, such as a mobile phone, a bracelet, or the like; the outbound number set may be a set of telephone numbers of customers that the enterprise needs to dial.
It should be noted that the device for executing the method of this embodiment may be an intelligent terminal of an enterprise, and the intelligent terminal has a function of continuously and automatically dialing the outbound number in the outbound number set. The intelligent terminal of the enterprise can set parameters such as the number of channels of the outbound hot line, the outbound time period and the like according to the number of clients and the number of customer service personnel, then, the outbound numbers on the outbound number set are automatically outbound, the customer service personnel are not required to manually input the outbound numbers, and time and labor are saved.
And step S104, if the communication connection with the terminal equipment is successfully established, acquiring the voice information of the terminal equipment.
In one alternative, successful establishment of a communication connection with the terminal device may indicate that the intelligent terminal of the enterprise and the terminal device of the client enter a call state; the voice message may be a voice message sent by a client.
Specifically, the intelligent terminal of the enterprise automatically sends a communication request to the terminal device according to the outbound number in the outbound number set, and if the terminal device is connected, the intelligent terminal of the enterprise automatically acquires the voice information from the client in the terminal device.
Step S106, determining reply information from a corpus based on the voice information, and sending the reply information to the terminal device, wherein the corpus comprises the reply information matched with the voice information.
In an alternative, the corpus may include a plurality of corpus, each corpus being composed of a speech message and a reply message matching the speech message; the corpus can be constructed based on a deep learning model.
In an optional embodiment, during a certain time period in the daytime of a non-working day, an enterprise starts an automatic outbound function of an intelligent terminal, and sends communication requests to terminal equipment one by one according to the sequence of outbound number sets. Under the condition that the terminal equipment is connected, the intelligent terminal determines reply information from the corpus according to the acquired voice information and then sends the reply information to the terminal equipment of the client. In this way, intelligent responses are achieved. If the call is finished, or under the condition that the terminal equipment refuses the call, the intelligent terminal automatically dials the next outbound number in the outbound number set, so that the purpose of continuous automatic voice outbound is realized, customer service personnel are liberated from repeated conversations of a large amount of contents, the working efficiency is improved, and the time and the labor cost are saved.
In the above embodiment, the communication request is sequentially sent to a plurality of terminal devices, where a terminal device is a device corresponding to an outbound number in an outbound number set; if the communication connection with the terminal equipment is successfully established, acquiring voice information of the terminal equipment; and determining reply information from a corpus based on the voice information, and sending the reply information to the terminal equipment, wherein the corpus comprises the reply information matched with the voice information. Compared with the prior art, the embodiment sends the communication requests to the terminal equipment corresponding to the outbound numbers in the outbound number set in sequence, and automatically performs voice interaction with the terminal equipment under the condition that the requests pass, so that the technical problems of repeated working contents and low efficiency caused by communication between manual customer service and massive customers in the prior art are solved, and the aim of intelligently replying voice information is fulfilled.
The above steps of this embodiment are further explained below.
Optionally, before the step S102 sequentially sends the communication requests to the plurality of terminal devices, the method may further include the steps of:
step S101, an external call number set is obtained, wherein the obtaining source of the external call number set comprises at least one of the following: the system comprises a local database, a preset system and a third-party website.
In an alternative, the local database may be a customer database pre-stored in the intelligent terminal; the preset system may be a Customer relationship management system (CRM) of the enterprise or a brother enterprise; the third-party website may be a website where the intelligent terminal can obtain the client information through an API (Application programming interface).
It should be noted that, the intelligent terminal supports a key to import the external call number set, and provides a third party API interface at the same time.
Optionally, after the step S102 is executed to acquire the set of external call numbers, the method may further include the following steps:
step S1031, rejecting the outbound number in the outbound number set, which is at least one of the following numbers: blacklist numbers, repeated numbers, numbers dialed within a preset period.
In one alternative, the predetermined period may be the past week, month, etc. as determined by the update rate of the product. The faster the product is updated, the shorter the preset period.
Specifically, the intelligent terminal can automatically recognize the blacklist number, the repeated number and the number dialed within a preset period, and then the number dialed within the preset period is removed from the outgoing call number in a centralized manner, so that invalid dialing and unnecessary interference brought to a client are avoided.
In addition, the intelligent terminal can identify the attribution of the outbound number so that customer service personnel can know more customer information, and can classify the outbound number set according to the attribution. In addition, the intelligent terminal sets a call forbidding system, so that the frequency and time period of the voice call can be strictly controlled, and the influence on the normal life of the client is avoided.
Optionally, after the step S102 is executed to acquire the set of external call numbers, the method may further include the following steps:
step S1032, the outbound numbers in the outbound number set are encrypted and/or desensitized.
In an alternative, the encryption method may be an Advanced Encryption Standard (AES); AES, also known as Rijidael encryption in cryptography, uses a substitution-substitution network to quickly encrypt and decrypt data in both software and hardware to provide encryption efficiency.
The desensitization method described above may be desensitization according to a desensitization rule. For example, the numbers of the fourth to seventh digits are collectively hidden and replaced with a symbol.
By carrying out encryption and/or desensitization treatment on the outbound numbers in the outbound number set, information leakage in the links of transmission and destruction can be avoided, and client information is protected.
Figure 2 shows a flow chart of an alternative method of acquiring a set of outgoing calls. As shown in fig. 2, the intelligent terminal obtains the outbound number data source from the local database, the CRM system, and the third-party website, and then imports the outbound number data source by one key to determine whether the outbound number data source is an encrypted data source. If yes, carrying out data source decryption; if not, judging whether the number is a blacklist number or not. If the number is the blacklist number, the call is directly ended; if the number is not the blacklist number, whether the number is a repeated number is judged. If the number is the repeated number, the call is directly ended; if the number is not the repeated number, whether the number is the number dialed within the preset period is continuously judged. If the number is the number dialed in the preset period, the call is directly ended; if not, adding different calling number sets according to the number attribution.
Optionally, before performing step S106 to determine reply information from the corpus based on the speech information, the method may further include: step S105, establishing a corpus, wherein the corpus is established based on the following steps:
step S1051, selecting a dialog flow according to a preset rule.
In an alternative, the preset rule may be established based on the business scope of an enterprise; the conversation process can be a basic process framework of conversation between the client and the customer service personnel.
It should be noted that, a worker may drag on the display device of the intelligent terminal, and a new conversation process may be created by dragging a conversation process suitable for business requirements of an enterprise.
Step S1052, configuring a dialog flow through the context information and the preset dialog corpus.
In an alternative, the preset dialog corpus may be basic dialog contents of the client and the customer service staff.
The context information and the preset dialogue corpus can be determined according to different client groups, such as middle-aged and old people, pregnant women, young men and the like.
And step S1053, adding a process node and a skip node to the configured conversation process to obtain a corpus.
In an alternative, the flow node may cause the conversation process to be executed along a sequential process; the skip node may cause the dialog flow to skip to the reply message of another question. For example, after the dialog flow is determined and configured by the context information and the preset dialog corpus, the flow node and the adjustment node can be added so as to continue answering according to the answer information of the question in a certain question or jump to the answer information of another question.
In an optional embodiment, the staff may select a conversation process suitable for the service requirement on the display device of the intelligent terminal to drag, and create a new conversation process. And then, configuring a conversation process through the context information and the preset conversation corpus, and realizing multi-turn conversation through the cooperation of process nodes and the skip nodes.
Optionally, the step S106 determines the reply information from the corpus based on the speech information, and specifically includes:
step S1061, converting the voice information into text information, and analyzing the text information to obtain an analyzed text.
In an alternative, the method of this embodiment may convert the speech information into text information through an automatic speech recognition technique, and may parse the text through a natural language understanding technique.
Step S1062, calculating the similarity between each corpus and the analysis text in the corpus, determining the corpus with the highest similarity as the reference corpus, and determining the reply corpus corresponding to the reference corpus as the reply information.
Optionally, the reply message sent to the terminal device is synthesized voice or real person recorded voice.
In an alternative, the method for synthesizing the Speech may adopt a Text To Speech (TTS) method.
Fig. 3 shows an alternative intelligent dialog flow diagram. And the intelligent terminal dialogues with the client according to the set corpus in the process of talking with the client, and intelligently answers questions of the client. Because the corpus is provided with the jump nodes, the client is supported to interrupt the call. As shown in fig. 3, after acquiring the voice information of the client, the intelligent terminal converts the voice information into text information by using an automatic voice recognition technology, and analyzes the text information by using a natural language understanding technology to obtain an analyzed text. The conversation management unit in the intelligent terminal calculates the similarity between each corpus in the corpus and the analysis text, determines the corpus with the highest similarity as a reference corpus, determines the reply corpus corresponding to the reference corpus as reply information, converts the reply information into a text state through a natural language generation technology, synthesizes voice through a TTS technology, and sends the voice to a client.
It should be noted that, in addition to TTS synthesized speech, the reply information sent to the terminal device may select a real person recording according to the service requirement, so as to simulate a real communication environment for the customer service staff. It is easy to notice that the whole communication process does not need the customer service staff to adjust the emotion any more, all the reply messages do not have any negative emotion and are not interfered by the outside, the stability of the service level is ensured, and the manual uncontrollable property is avoided.
Optionally, after performing step S106 to determine reply information from the corpus based on the voice information and send the reply information to the terminal device, the method may further include:
step S107, saving the voice information and the reply information.
Specifically, the intelligent terminal can record call contents including voice information and reply information in the whole process, or transfer the call contents into text information to be stored, and listen to the record or check the text information at any time, so that a worker can conveniently further know the call contents, and the tracing and checking work of crank calls is well done.
Optionally, the method may further include the following steps:
step S1081, the target client is determined based on the voice information and the reply information.
In one alternative, the target customer may be a business-committed customer, may be a potential customer of the business, or may be a customer who is in-process emotions or is unstable.
Step S1082, performing at least one of the following operations on the target customer: and transferring the communication connection to an artificial customer service, sending prompt information to the terminal equipment of the target customer, and visiting the target customer.
If the sender of the voice information is found to be a potential customer after the conversation content is analyzed, the outbound hotline interface of the intelligent terminal is immediately transferred to the manual customer, and the manual customer service provides more detailed service; meanwhile, sending a short message related to the service to the terminal equipment of the target client to remind the client of the conversation content; in addition, the customer service personnel can visit the target customer regularly or irregularly to consolidate the relationship with the customer.
If the emotion of a sender of the voice information is unstable after the conversation content is analyzed, for example, the client puts forward the requirements of 'manual service', 'I want to complain' and the like, the intelligent terminal immediately turns to the manual customer service for processing, and transmits the history to the manual customer service through the record, so that 'one-to-one' exclusive service is provided for the client, and the enterprise is helped to efficiently manage the client.
Optionally, after performing at least one of the following operations on the target customer in step S1082, the method may further include the following steps:
step S1083, extracting keywords from the voice message and the reply message.
In an alternative, the keyword may be a word representing a business deal, such as a deal amount and a deal amount, or a special word or a sensitive word, such as a word related to politics and an unclassified vocabulary.
And step S1084, generating labels of the target customers according to the keywords so as to classify the target customers.
The method of the embodiment can capture the keywords in the conversation process, labels the target customer according to the keywords through a unified standardized judgment rule, automatically identifies the intention of the customer, and locks the accurate customer. For example, if the keywords include terms such as a deal amount and the next continuous cooperation, the intelligent terminal jumps to a conversation process of the continuous cooperation. If the keywords contain special words and sensitive words, the intelligent terminal automatically shields and provides a polite answer.
Figure 4 shows an alternative flow chart for mining valuable information about call content. The intelligent terminal divides the conversation content by a speaker, namely, divides and distinguishes the voice of a customer service (including an artificial customer service and a machine customer service) and the voice of a client by the technologies of voice recognition, voiceprint recognition and the like, and performs automatic voice recognition. The method has the advantages that possible problems and business opportunities can be mined according to the call content of the customer, the quality inspection report can be automatically generated based on the flexibly configurable quality inspection model according to the call content of the customer service, the quality inspection work efficiency of an enterprise is effectively improved, and the labor cost and the operation risk of the enterprise are remarkably reduced.
Optionally, after the dialog flow is configured by the context and the preset dialog corpus in the step S1052, the method may further include the following steps:
and S1054, adjusting the preset dialogue corpus according to the tags to obtain the preset dialogue corpus aiming at different tags.
Step S1055, the conversation process is reconfigured by using the preset conversation corpus of different labels to obtain the conversation process of different labels.
In the above scheme, the preset dialogue corpus is adjusted according to the client tag, for example, a certain dialogue corpus is added or deleted, so that the dialogue process for clients with different tags is obtained, and therefore, for different clients, the information desired by the client is responded, the client behavior is guided, and the change of the business requirement is adapted in time.
FIG. 5 shows a flow diagram of an alternative method of generating a complete corpus. The staff can select the conversation process suitable for the business requirement on the display equipment of the intelligent terminal to drag, and a new conversation process is created. And then, configuring a conversation process through the context information and the preset conversation corpus, and realizing multi-turn conversation through the cooperation of process nodes and the skip nodes. Meanwhile, the preset dialogue corpus can be adjusted according to different labels of the clients, and the preset dialogue corpus for different clients is obtained. And finally, recording the dialogue linguistic data in the linguistic database by adopting a real person, and submitting for auditing to generate a linguistic database.
Figure 6 shows a complete flow chart of an alternative method of voice callouts. As shown in fig. 6, after the intelligent terminal obtains the external call number set from the local database, the CRM system, and the third-party website, the intelligent terminal imports the external call number set by one key, and executes the dialing plan by setting the dialing rule. If the dialing is not successful, the next number in the outbound number set is dialed. And if the dialing is successful, performing man-machine intelligent conversation. If the service is successful, the communication connection is transferred to the artificial customer service, and meanwhile, the prompt information is sent to the terminal equipment of the target customer, and the service of returning visit to the target customer is provided. After the call is finished, capturing keywords in the call process, and labeling the target client according to the keywords so as to accurately lock the client.
Optionally, the method may further include the following steps:
step S109, displaying at least one of the following information in the process of voice call-out: establishing a corpus, sending communication request times, successfully establishing the number of outbound numbers of communication connection, unsuccessfully establishing the number of outbound numbers of communication connection, establishing communication connection time, the number of target clients and the label of the target clients.
It should be noted that, the information related to the method of this embodiment can be clearly displayed on the display device, such as the establishment process of the corpus, the number of times of sending the communication request, the number of outbound numbers that successfully establish the communication connection, the number of outbound numbers that unsuccessfully establish the communication connection, the time length for establishing the communication connection, the number of target clients, and the label of the target client. Staff and customer service personnel can know the progress of the voice outbound in time according to the information on the display equipment, accurately identify the sex, age, interest points and emotion of the client, enable the enterprise to know the problem concerned by the client and provide data support for the improvement of products and services of the enterprise.
In the above embodiment, the communication request is sequentially sent to a plurality of terminal devices, where a terminal device is a device corresponding to an outbound number in an outbound number set; if the communication connection with the terminal equipment is successfully established, acquiring voice information of the terminal equipment; and determining reply information from a corpus based on the voice information, and sending the reply information to the terminal equipment, wherein the corpus comprises the reply information matched with the voice information. Compared with the prior art, the embodiment sends the communication requests to the terminal equipment corresponding to the outbound numbers in the outbound number set in sequence, and automatically performs voice interaction with the terminal equipment under the condition that the requests pass, so that the technical problems of repeated working contents and low efficiency caused by communication between manual customer service and massive customers in the prior art are solved, and the aim of intelligently replying voice information is fulfilled. It is easy to notice that the method obtains the external call number set through a plurality of channels, eliminates the blacklist number, the repeated number and the number dialed in the preset period, and carries out desensitization and encryption processing on the external call number set, thereby ensuring the information security and good communication experience of the client; by flexibly configuring the conversation process, a corpus for different customers is obtained, and the business requirements are adapted in time; analyzing the voice information through an automatic voice recognition technology and a natural language understanding technology to obtain accurate reply information and mining valuable information; by saving the call content, the source tracing and checking work of the crank call is done; after the target customer is determined, the service is transferred to the manual customer service in time, and the relation with the customer is consolidated.
Through the above description of the embodiments, those skilled in the art can clearly understand that the method according to the above embodiments can be implemented by software plus a necessary general hardware platform, and certainly can also be implemented by hardware, but the former is a better implementation mode in many cases. Based on such understanding, the technical solutions 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) and includes instructions for enabling a terminal device (e.g., a mobile phone, a computer, a server, or a network device) to execute the method according to the embodiments of the present invention.
Example 2
According to an embodiment of the present invention, a device for voice call-out is provided, and fig. 7 is a schematic diagram of the device for voice call-out according to the embodiment of the present application. As shown in fig. 7, the apparatus 700 includes a sending module 702, a first obtaining module 704, and a first determining module 706.
The sending module 702 is configured to send communication requests to a plurality of terminal devices in sequence, where a terminal device is a device corresponding to an outbound number in an outbound number set; a first obtaining module 704, configured to obtain voice information of a terminal device if a communication connection is successfully established with the terminal device; the first determining module 706 is configured to determine reply information from a corpus based on the voice information, and send the reply information to the terminal device, where the corpus includes reply information matching the voice information.
Optionally, the apparatus further comprises: a second obtaining module, configured to obtain an external call number set before sequentially sending a communication request to multiple terminal devices, where a source of obtaining the external call number set includes at least one of: the system comprises a local database, a preset system and a third-party website.
Optionally, the apparatus further comprises: the rejecting module is used for rejecting the outbound number of at least one of the following outbound numbers in the outbound number set after the outbound number set is acquired: blacklist numbers, repeated numbers, numbers dialed within a preset period.
Optionally, the apparatus further comprises: and the processing module is used for encrypting and/or desensitizing the outbound numbers in the outbound number set after the outbound number set is acquired.
Optionally, the apparatus further comprises: the establishing module is used for establishing a corpus before determining the response information from the corpus based on the voice information, wherein the corpus is established based on the following steps: selecting a conversation process according to a preset rule; configuring a conversation process through context information and preset conversation corpora; and adding a process node and a skip node to the configured conversation process to obtain a corpus.
Optionally, the determining module includes: the conversion module is used for converting the voice information into text information and analyzing the text information to obtain an analyzed text; and the calculation module is used for calculating the similarity between each corpus in the corpus and the analysis text, determining the corpus with the highest similarity as a reference corpus, and determining the reply corpus corresponding to the reference corpus as the reply information.
Optionally, the reply message sent to the terminal device is synthesized voice or real person recorded voice.
Optionally, the apparatus further comprises: and the storage module is used for storing the voice information and the reply information after the reply information is determined from the corpus based on the voice information and is sent to the terminal equipment.
Optionally, the apparatus further comprises: a second determining module for determining a target client based on the voice information and the reply information; an operation module, configured to perform at least one of the following operations on a target client: and transferring the communication connection to an artificial customer service, sending prompt information to the terminal equipment of the target customer, and visiting the target customer.
Optionally, the apparatus further comprises: the extraction module is used for extracting the keywords in the voice information and the reply information after at least one of the following operations is carried out on the target client; and the generating module is used for generating a label of the target client according to the keyword so as to classify the target client.
Optionally, the apparatus further comprises: the adjusting module is used for adjusting the preset dialogue corpus according to the tags after the dialogue process is configured through the context and the preset dialogue corpus, so as to obtain the preset dialogue corpus for different tags; and the configuration module is used for reconfiguring the conversation process by using the preset conversation corpus of different labels to obtain the conversation process of different labels.
Optionally, the apparatus further comprises: the display module is used for displaying at least one of the following information in the process of voice call-out: establishing a corpus, sending communication request times, successfully establishing the number of outbound numbers of communication connection, unsuccessfully establishing the number of outbound numbers of communication connection, establishing communication connection time, the number of target clients and the label of the target clients.
It should be noted that the sending module 702, the first obtaining module 704, and the first determining module 706 correspond to steps S102 to S106 in embodiment 1, and the three modules are the same as the examples and application scenarios realized by the corresponding steps, but are not limited to the disclosure in embodiment 1.
Example 3
According to an embodiment of the present invention, there is provided a computer storage medium storing a plurality of instructions adapted to be loaded by a processor and to perform the method of voice outbound in embodiment 1.
Example 4
According to an embodiment of the present invention, there is provided an electronic device including a processor and a memory; wherein the memory stores a computer program adapted to be loaded by the processor and to perform the steps of: the system comprises a sending module, a receiving module and a sending module, wherein the sending module is used for sending communication requests to a plurality of terminal devices in sequence, and the terminal devices are devices corresponding to outbound numbers in an outbound number set; the first acquisition module is used for acquiring the voice information of the terminal equipment if the communication connection with the terminal equipment is successfully established; the first determining module is used for determining reply information from a corpus based on the voice information and sending the reply information to the terminal equipment, wherein the corpus comprises the reply information matched with the voice information.
Further, the processor may also load and execute instructions of other steps in embodiment 1, which is not described herein again.
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.
In the above embodiments of the present invention, the descriptions of the respective embodiments have respective emphasis, and for parts that are not described in detail in a certain embodiment, reference may be made to related descriptions of other embodiments.
In the embodiments provided in the present application, it should be understood that the disclosed technology can be implemented in other ways. The above-described embodiments of the apparatus are merely illustrative, and for example, the division of the units may be a logical division, and in actual implementation, there may be another division, for example, multiple units or components may be combined or integrated into another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection through some interfaces, units or modules, and may be in an electrical or other form.
The units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment.
In addition, functional units in the embodiments of the present invention may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit. The integrated unit can be realized in a form of hardware, and can also be realized in a form of a software functional unit.
The integrated unit, if implemented in the form of a software functional unit and sold or used as a stand-alone product, may be stored in a computer readable storage medium. 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 and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device) to execute all or part of the steps of the method according to the embodiments of the present invention. And the aforementioned storage medium includes: a U-disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a removable hard disk, a magnetic or optical disk, and other various media capable of storing program codes.
The foregoing is only a preferred embodiment of the present invention, and it should be noted that, for those skilled in the art, various modifications and decorations can be made without departing from the principle of the present invention, and these modifications and decorations should also be regarded as the protection scope of the present invention.
Claims (15)
1. A method of voice callouts, comprising:
the method comprises the steps of sequentially sending communication requests to a plurality of terminal devices, wherein the terminal devices are devices corresponding to outbound numbers in an outbound number set;
if the communication connection with the terminal equipment is successfully established, acquiring voice information of the terminal equipment;
determining reply information from a corpus based on the voice information, and sending the reply information to the terminal device, wherein the corpus comprises the reply information matched with the voice information.
2. The method of claim 1, wherein prior to sequentially sending communication requests to a plurality of terminal devices, the method further comprises:
obtaining the external call number set, wherein the obtaining source of the external call number set comprises at least one of the following: the system comprises a local database, a preset system and a third-party website.
3. The method of claim 2, wherein after obtaining the set of calling numbers, the method further comprises:
and rejecting the outbound number in the outbound number set, wherein the outbound number comprises at least one of the following numbers: blacklist numbers, repeated numbers, numbers dialed within a preset period.
4. The method of claim 2, wherein after obtaining the set of calling numbers, the method further comprises:
and encrypting and/or desensitizing the outbound numbers in the outbound number set.
5. The method of claim 1, prior to determining reply information from a corpus based on the speech information, the method further comprising: establishing the corpus, wherein the corpus is established based on the following steps:
selecting a conversation process according to a preset rule;
configuring the conversation process through context information and preset conversation corpora;
and adding a process node and a skip node to the configured conversation process to obtain the corpus.
6. The method of claim 1, wherein determining response information from a corpus based on the speech information comprises:
converting the voice information into text information, and analyzing the text information to obtain an analyzed text;
and calculating the similarity between each corpus in the corpus and the analysis text, determining the corpus with the highest similarity as a reference corpus, and determining a reply corpus corresponding to the reference corpus as the reply information.
7. The method according to claim 1, wherein the reply message sent to the terminal device is synthesized speech or a real person recording.
8. The method according to claim 1, wherein after determining reply information from a corpus based on the speech information and sending the reply information to the terminal device, the method further comprises:
and saving the voice information and the reply information.
9. The method of claim 5, further comprising:
determining a target client based on the voice information and the reply information;
performing at least one of the following operations on the target customer: and transferring the communication connection to an artificial customer service, sending prompt information to the terminal equipment of the target customer, and visiting the target customer.
10. The method of claim 9, wherein after performing at least one of the following operations on the target customer, the method further comprises:
extracting key words in the voice information and the reply information;
and generating a label of the target customer according to the keyword so as to classify the target customer.
11. The method of claim 10, wherein after configuring the conversation process by context and preset conversation corpus, the method further comprises:
adjusting the preset dialogue corpus according to the tags to obtain preset dialogue corpora aiming at different tags;
and reconfiguring the conversation process by using the preset conversation corpus of different labels to obtain the conversation process of different labels.
12. The method of claim 10, further comprising:
displaying information of at least one of the following in the voice call-out process: establishing the corpus, sending the communication request times, successfully establishing the number of outbound numbers of the communication connection, unsuccessfully establishing the number of outbound numbers of the communication connection, establishing the communication connection time, the number of the target clients and the labels of the target clients.
13. An apparatus for voice callouts, comprising:
the terminal equipment comprises a sending module, a receiving module and a sending module, wherein the sending module is used for sending communication requests to a plurality of terminal equipment in sequence, and the terminal equipment is equipment corresponding to an outbound number in an outbound number set;
the first acquisition module is used for acquiring the voice information of the terminal equipment if the communication connection with the terminal equipment is successfully established;
the first determining module is used for determining reply information from a corpus based on the voice information and sending the reply information to the terminal equipment, wherein the corpus comprises the reply information matched with the voice information.
14. A computer storage medium having stored thereon a plurality of instructions adapted to be loaded by a processor and to perform a method of voice calling according to any of claims 1 to 13.
15. An electronic device, comprising: a processor and a memory; wherein the memory stores a computer program adapted to be loaded by the processor and to perform the method of voice calling out according to any of claims 1 to 13.
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Application publication date: 20200218 |