CN111967885A - Intelligent outbound call processing method and device - Google Patents
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Abstract
The invention discloses an intelligent outbound processing method and a device, wherein the method comprises the following steps: acquiring basic information of a target user; clustering target users according to the basic information of the target users to form at least one type of user set containing user attributes; determining an intelligent outbound flow tree corresponding to each type of user set according to the user attribute of each type of user set; the outbound dialect of each flow node in the intelligent outbound flow tree corresponds to the user attribute of each type of user set. The invention can flexibly configure the specific dialect of the flow node in the flow tree according to the user attribute of the user set, and realizes the purpose of configuring the specific dialect of the intelligent outbound flow node based on the difference of different target users.
Description
Technical Field
The invention relates to the technical field of artificial intelligence, in particular to an intelligent outbound call processing method and device.
Background
This section is intended to provide a background or context to the embodiments of the invention that are recited in the claims. The description herein is not admitted to be prior art by inclusion in this section.
The intelligent outbound refers to actively making a call to a user through the intelligent robot, and providing intelligent calling services such as marketing notification and the like. The intelligent outbound call can complete a continuous multi-round of voice interaction with the customer by analyzing the customer response by means of semantic understanding of the intelligent robot. Before intelligent outbound, service personnel configure an intelligent outbound flow tree suitable for a service scene in advance based on the service scene. Currently, when a service person configures a specific dialect of each process node in a process tree, based on consideration of intelligent outbound execution efficiency, only one same dialect is configured for all target users, and differences among different target users are not considered.
Therefore, the conventional dialogical configuration of the intelligent outbound flow node has the problem that the difference of different target users is not considered.
Disclosure of Invention
The embodiment of the invention provides an intelligent outbound processing method, which is used for configuring specific dialect of intelligent outbound flow nodes based on difference of different target users, and comprises the following steps:
acquiring basic information of a target user;
clustering target users according to the basic information of the target users to form at least one type of user set containing user attributes;
determining an intelligent outbound flow tree corresponding to each type of user set according to the user attribute of each type of user set; the outbound dialect of each flow node in the intelligent outbound flow tree corresponds to the user attribute of each type of user set.
An embodiment of the present invention further provides an intelligent outbound processing apparatus, configured to configure a specific technology of an intelligent outbound flow node based on differences of different target users, where the intelligent outbound processing apparatus includes:
the information acquisition module is used for acquiring basic information of a target user;
the user clustering module is used for clustering the target users according to the basic information of the target users to form at least one type of user set containing user attributes;
the flow tree determining module is used for determining the intelligent outbound flow tree corresponding to each type of user set according to the user attribute of each type of user set; the outbound dialect of each flow node in the intelligent outbound flow tree corresponds to the user attribute of each type of user set.
The embodiment of the invention also provides computer equipment which comprises a memory, a processor and a computer program which is stored on the memory and can run on the processor, wherein the processor realizes the intelligent outbound processing method when executing the computer program.
An embodiment of the present invention further provides a computer-readable storage medium, where a computer program for executing the intelligent outbound processing method is stored in the computer-readable storage medium.
In the embodiment of the invention, the target users are clustered to form a user set by acquiring the basic information of the target users; and finally, determining the specific dialect corresponding to each process node and each type of user set in the process tree according to the user attributes, namely flexibly configuring the specific dialect of the process node in the process tree according to the user attributes of the user sets, and achieving the purpose of configuring the specific dialect of the intelligent outbound process node based on the difference of different target users.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, it is obvious that the drawings in the following description are only some embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to the drawings without creative efforts. In the drawings:
fig. 1 is a flowchart of an implementation of an intelligent outbound processing method according to an embodiment of the present invention;
fig. 2 is a flowchart of implementing step 101 in the intelligent outbound processing method according to the embodiment of the present invention;
fig. 3 is a flowchart illustrating the implementation of step 103 in the intelligent outbound processing method according to the embodiment of the present invention;
fig. 4 is a flowchart of another implementation of step 103 in the intelligent outbound processing method according to the embodiment of the present invention;
fig. 5 is a flowchart of another implementation of step 103 in the intelligent outbound processing method according to the embodiment of the present invention;
fig. 6 is a flowchart of another implementation of step 103 in the intelligent outbound processing method according to the embodiment of the present invention;
fig. 7 is a functional block diagram of an intelligent outbound processing device according to an embodiment of the present invention;
fig. 8 is a block diagram illustrating an information obtaining module 701 in an intelligent outbound processing apparatus according to an embodiment of the present invention;
fig. 9 is a block diagram illustrating a flow tree determining module 703 in the intelligent outbound processing apparatus according to an embodiment of the present invention;
fig. 10 is another block diagram of the flow tree determining module 703 in the intelligent outbound processing apparatus according to the embodiment of the present invention;
fig. 11 is a block diagram of another structure of a flow tree determining module 703 in the intelligent outbound processing apparatus according to the embodiment of the present invention;
fig. 12 is a block diagram of another structure of the flow tree determination module 703 in the intelligent outbound processing apparatus according to the embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the embodiments of the present invention more apparent, the embodiments of the present invention are further described in detail below with reference to the accompanying drawings. The exemplary embodiments and descriptions of the present invention are provided to explain the present invention, but not to limit the present invention.
Fig. 1 shows an implementation flow of the intelligent outbound processing method provided by the embodiment of the present invention, and for convenience of description, only the parts related to the embodiment of the present invention are shown, and the details are as follows:
as shown in fig. 1, the intelligent outbound processing method includes:
103, determining an intelligent outbound flow tree corresponding to each type of user set according to the user attribute of each type of user set; the outbound dialect of each flow node in the intelligent outbound flow tree corresponds to the user attribute of each type of user set.
When an intelligent outbound call is made, the object of the intelligent outbound call can be called a target user. First, basic information of a target user is acquired. The basic information of the target user may include user age, user gender, and the like, and those skilled in the art can understand that the basic information of the target user may also include other information besides the user age, user gender, and the like, for example, user account information, user transaction information, user risk preference, and the like, which is not limited in particular by the embodiment of the present invention.
After the basic information of the target user is acquired, in view of certain difference between different users, in order to realize differentiation of intelligent outbound, the target user is clustered according to the basic information of the target user to finally form one or more user sets, wherein the one or more user sets comprise user attributes. Target users in the same user set have the same or similar user attributes. Wherein the user attribute may be a set of one or more of the following information: age group (e.g., 22 years or less, 22 to 35 years, 35 to 58 years, 58 to 70 years, etc.), gender (male, female), risk preference type (e.g., aggressive type, conservative type, and banker type, etc.), and transaction amount interval (e.g., 5000 or less, 1 to 3, 3 to 5, and 5 or more), etc.
Wherein, the target users between different user sets may or may not be repeated. That is, the same target user may be in only one user set, or may be in another user set or multiple user sets at the same time. That is, the same target user may exist in multiple user sets at the same time, and target users among different user sets may exist in duplicate or overlapping. For ease of discussion, it is defined herein that target users between different user sets are not repeatable, i.e., the same target user may only exist in one user set, with no overlap or repetition between target users between different user sets. Namely, target users of at least one type of user set formed after clustering do not have repetition.
In an embodiment of the present invention, in order to improve the accuracy of clustering the user sets, step 102, clustering the target users according to the basic information of the target users to form at least one type of user sets including user attributes, includes:
clustering the target users according to the basic information of the target users through an unsupervised clustering algorithm to form at least one type of user set containing user attributes.
The unsupervised clustering algorithm can accurately cluster the target users based on the basic information of the target users to form different user sets. In addition, it can be understood by those skilled in the art that the clustering algorithm may also include other clustering algorithms besides the above unsupervised clustering algorithm, such as a supervised clustering algorithm, or a K-means clustering algorithm, etc., which is not particularly limited by the embodiments of the present invention.
In addition, in an embodiment of the present invention, the intelligent outbound processing method further includes:
preprocessing the acquired basic information of the target user;
clustering target users according to the basic information of the target users to form at least one type of user set containing user attributes, wherein the method comprises the following steps:
and clustering the target users according to the preprocessed basic information of the target users to form at least one type of user set containing user attributes.
That is, before clustering the target users, preprocessing may be performed on the acquired basic information of the target users, where the preprocessing may include, for example, data denoising, data cleaning, and the like. It will be understood by those skilled in the art that the preprocessing may also include other preprocessing measures besides the above-mentioned data de-noising and data cleaning, such as data structuring, data integration, data reduction, data de-duplication, and screening, and the embodiments of the present invention are not limited thereto.
Accordingly, after the clustered user sets are formed, the outbound technique of each flow node in the intelligent outbound flow tree corresponding to the user attributes of the user sets is determined. Wherein the outbound calling technique of each flow node in the flow tree corresponds to the user attribute of the user set. The corresponding external calling techniques configured for the same flow node in the flow tree are different, namely, the external calling techniques of the flow node in the flow tree can be flexibly configured based on the user attributes of the user sets, so that the external calling techniques of the flow node correspond to the different user attributes of the different user sets, and the purpose of configuring the specific techniques of the intelligent external calling flow node based on the difference of different target users is achieved.
For example, a certain user set is a set of target users with a higher age (35 to 58 years old), the outbound language technique of the flow node may be a relatively book-based style and a relatively rigorous expression style, and a more serious introduction to the risk, and the outbound language may also adopt a relatively mature and serious male voice. A certain user set is a set of target users of a lower age group (under 22 years old), the external calling operation of the process node can be relatively naughty and lively, more serious and income-oriented explanation, and the external calling broadcasting can also adopt a more youthful and lively tone.
In the embodiment of the invention, the target users are clustered to form a user set by acquiring the basic information of the target users; and finally, determining the specific dialect corresponding to each process node and each type of user set in the process tree according to the user attributes, namely flexibly configuring the specific dialect of the process node in the process tree according to the user attributes of the user sets, and achieving the purpose of configuring the specific dialect of the intelligent outbound process node based on the difference of different target users.
Fig. 2 shows an implementation flow of step 101 in the intelligent outbound processing method provided by the embodiment of the present invention, and for convenience of description, only the parts related to the embodiment of the present invention are shown, and the details are as follows:
in an embodiment of the present invention, in order to improve the integrity of information collection, as shown in fig. 2, step 101, acquiring basic information of a target user includes:
Specifically, when the basic information of the target user is acquired, the integrity of the acquired basic information of the target user can be guaranteed by acquiring the basic information through a big data acquisition technology. The big data acquisition technology is used for acquiring data from sensors or intelligent equipment, enterprise business systems (online and offline), networks, internet platforms or databases and the like. For example, the data of a client (a PC end or a mobile terminal, etc.) is received by using a database or a storage system such as MySQL and Oracle, or is collected in a system log form, or information is acquired through an open application program interface (for example, an application program interface API that is open to the outside by some internet platform), or basic information of a target user is acquired through a web crawler technology. In the embodiment of the invention, information with relatively low privacy degree, such as user gender, user age and the like, can be acquired by a big data acquisition technology.
In an embodiment of the present invention, in order to improve the security of information collection, as shown in fig. 2, step 101, acquiring basic information of a target user includes:
and 202, under the condition that the authority verification is passed, acquiring basic information of the target user from at least one service system by using an application program interface.
In view of the fact that part of basic information of a target user belongs to a business system or the privacy of the user, the safety of the part of information is particularly important for the user. Therefore, in order to improve the security of information collection, when collecting the basic information with relatively strong privacy degree, the authority verification may be required, and meanwhile, the basic information may need to be acquired through an application program interface that is open to the outside through a service system. Such as transaction information and account information in the basic information of the target user. The enterprise system is a multifunctional system which is used by enterprises for business needs and has information management, customer service, business processing, marketing management, after-sales service and the like. Such as banking systems, internet platforms, shopping and marketing platforms, and business marketing systems.
Therefore, in the case where the authority verification is not passed, the part of the basic information cannot be acquired. If the authority passes the verification, the basic information with relatively strong privacy degree can be acquired through an application program interface which is opened by the service system, so that the information acquisition safety is improved.
In an embodiment of the present invention, in order to improve the efficiency of information collection, as shown in fig. 2, step 101, acquiring basic information of a target user includes:
In addition, for some information in the target user basic information, such as user preferences, the privacy attributes are relatively weak compared with basic information with obvious privacy attributes, such as user names, user accounts and user transactions. Therefore, in order to improve the efficiency of information collection, the part of information can be obtained by receiving the basic information of the target user sent by other service systems, i.e. receiving the basic information of the target user sent by one or more service systems.
Specifically, when the basic information of the target user is obtained, any one or any multiple information obtaining manners in step 201 to step 203 may be adopted, which is not particularly limited in the embodiment of the present invention.
Fig. 3 shows an implementation flow of step 103 in the intelligent outbound processing method provided by the embodiment of the present invention, and for convenience of description, only the parts related to the embodiment of the present invention are shown, and the details are as follows:
in an embodiment of the present invention, in order to improve the efficiency of acquiring a flow tree, as shown in fig. 3, step 103, determining an intelligent outbound flow tree corresponding to each type of user set according to the user attribute of each type of user set, includes:
In the embodiment of the invention, the database comprises a maintainable attribute flow tree association table, and the attribute flow tree association table comprises the user attribute of the user set, the flow tree identification and the corresponding relation between the user attribute of the user set and the flow tree identification. Wherein the flow tree identifier is used to distinguish different flow trees. The flow tree identification may include at least a number of the flow tree or a name of the flow tree. Meanwhile, the database also comprises a flow tree set which is configured with all the flow trees in advance, and the corresponding flow trees can be obtained from the flow tree set through the flow tree identifications.
In order to improve the efficiency of acquiring the flow tree, the flow tree (pre-configured with the outbound call technique corresponding to each flow node and the user attribute) corresponding to the user attribute of the user set is acquired quickly. The specific dialect of each flow node of the flow tree in the flow tree set is configured in advance according to the user attribute of the user set, so that a complete and differentiated flow tree corresponding to the user attribute of the user set is formed.
Therefore, at this time, when the flow tree corresponding to the user attribute of the user set is obtained, the corresponding flow tree identifier may be obtained based on the user attribute of the user set, and then the flow tree corresponding to the flow tree identifier is directly obtained from the flow tree set based on the flow tree identifier, that is, the obtained flow tree is the flow tree corresponding to the user attribute of the user set. At this time, the external calling operation of each flow node in the flow tree does not need to be configured independently, the flow tree corresponding to the user attribute of the user set can be directly obtained from the flow tree set, and the efficiency of obtaining the flow tree can be greatly improved.
In the embodiment of the invention, an attribute flow tree association table is obtained from a database; the attribute flow tree association table comprises the user attributes of the user sets and the flow tree identifications corresponding to the user attributes, and the efficiency of acquiring the flow tree can be greatly improved according to the flow tree identifications corresponding to each type of user sets in the attribute flow tree association table.
Fig. 4 shows another implementation flow of step 103 in the intelligent outbound processing method provided by the embodiment of the present invention, and for convenience of description, only the parts related to the embodiment of the present invention are shown, and the details are as follows:
in an embodiment of the present invention, in order to improve flexibility of configuration and modification of an association table of an attribute flow tree, as shown in fig. 4, on the basis of the method steps shown in fig. 3, the intelligent outbound processing method further includes:
In configuring and modifying the attribute flow tree association table, the attribute flow tree association table can be configured based on the received configuration instruction for the convenience and flexibility of configuring and modifying the attribute flow tree association table; in addition, the configured attribute flow tree association table can be modified based on the received modification instruction, for example, operations such as addition, deletion, modification and the like are performed.
In the embodiment of the invention, an attribute flow tree association table is configured according to a received configuration instruction; and/or modifying the attribute flow tree association table according to the received modification instruction, so that the flexibility of configuration and modification of the attribute flow tree association table can be improved.
Fig. 5 shows a further implementation flow of step 103 in the intelligent outbound processing method provided by the embodiment of the present invention, and for convenience of description, only the parts related to the embodiment of the present invention are shown, and the details are as follows:
in an embodiment of the present invention, in order to improve flexibility of the outbound calling technique of the flow node, as shown in fig. 5, step 103 determines an intelligent outbound flow tree corresponding to each type of user set according to the user attribute of each type of user set, including:
In the embodiment of the invention, the database also comprises a maintainable attribute dialect association table, and the attribute dialect association table comprises the user attributes of the user set, the outbound dialect sets of the process nodes and the corresponding relation between the user attributes of the user set and the outbound dialect sets of the process nodes. The user attributes of different user sets may correspond to different external call sets. Or the outbound calling operation set is a total outbound calling operation set and comprises the outbound calling operations corresponding to all the process nodes.
Accordingly, after the outbound call technology set corresponding to the user attribute of the user set is obtained from the attribute call technology association table according to the user attribute of the user set, the outbound call technology of the process node is flexibly configured according to the outbound call technology set, and then a process tree corresponding to the user attribute of the user set is formed. The embodiment of the invention flexibly configures the external calling operation of the process node based on the external calling operation set corresponding to the user attribute of the user set, and can improve the flexibility of the configuration of the external calling operation of the process node.
In the embodiment of the invention, the attribute calling association table is obtained from the database, and the calling operation outside the process node is flexibly configured according to the calling operation set corresponding to the user attribute of each type of user set, so that the flexibility of the configuration of the calling operation outside the process node can be improved.
In an embodiment of the present invention, to facilitate maintenance of the attribute-tactical association table, the attribute-tactical association table may include user attributes of the user set, external-calling-tactical set identifiers of the process nodes, and a correspondence between the user attributes of the user set and the external-calling-tactical set identifiers of the process nodes. Specifically, when the outbound calling operation set corresponding to the user attribute of the user set is determined, the outbound calling operation set identifier of the process node corresponding to the user attribute of the user set can be obtained from the attribute calling operation association table, and then the outbound calling operation set of the process node corresponding to the outbound calling operation set identifier of the process node is obtained from the database based on the outbound calling operation set identifier of the process node. The external calling set identifier of the flow node may include an external calling set number or name of the flow node.
In another embodiment of the present invention, to improve the efficiency of acquiring the flow tree and simultaneously consider the flexibility of configuring the external calling operation of the flow node, the attribute operation association table and the attribute flow tree association table may be merged into one table, for example, the attribute operation flow tree association table, which includes the user attribute of the user set, the external calling operation of the flow node, the flow tree, the user attribute of the user set, the external calling operation of the flow node, the corresponding relationship between the external calling operation of the flow node and the flow tree, and the like. When configuring the specific dialect of the flow node based on the user attribute of the user set, the configuration can be performed based on the attribute dialect flow tree association table, and the flow tree of the outbound dialect with the configured flow node can be directly obtained based on the user attribute of the user set.
Fig. 6 shows a further implementation flow of step 103 in the intelligent outbound processing method provided by the embodiment of the present invention, and for convenience of description, only the parts related to the embodiment of the present invention are shown, and the details are as follows:
in an embodiment of the present invention, in order to improve flexibility of configuration and modification of the attribute-to-speech association table, as shown in fig. 6, on the basis of the method steps shown in fig. 5, the intelligent outbound processing method further includes:
In configuring and modifying the attribute speech association table, the attribute speech association table can be configured based on the received configuration instruction for the convenience and flexibility of configuring and modifying the attribute speech association table; in addition, the configured attribute-operation association table can be modified based on the received modification instruction, for example, operations such as addition, deletion, modification and the like are performed.
In the embodiment of the invention, the attribute and tactical association table is configured according to the received configuration instruction; and/or modify the attribute tactics association table according to the modification instruction received, can improve the flexibility that attribute tactics association table disposes and modifies.
The embodiment of the invention also provides an intelligent outbound processing device, which is described in the following embodiment. Because the principle of solving the problems of the devices is similar to that of the intelligent outbound processing method, the implementation of the devices can be referred to the implementation of the method, and repeated details are not repeated.
Fig. 7 shows functional modules of the intelligent outbound processing apparatus provided in the embodiment of the present invention, and for convenience of description, only the parts related to the embodiment of the present invention are shown, and the details are as follows:
referring to fig. 7, each module included in the intelligent outbound processing apparatus is used to execute each step in the embodiment corresponding to fig. 1, and specific reference is made to fig. 1 and the related description in the embodiment corresponding to fig. 1, which is not repeated herein. In the embodiment of the present invention, the intelligent outbound processing apparatus includes an information obtaining module 701, a user clustering module 702, and a flow tree determining module 703.
An information obtaining module 701, configured to obtain basic information of a target user.
The user clustering module 702 is configured to cluster the target users according to the basic information of the target users to form at least one type of user set including user attributes.
A flow tree determining module 703, configured to determine, according to the user attribute of each type of user set, an intelligent outbound flow tree corresponding to each type of user set; the outbound dialect of each flow node in the intelligent outbound flow tree corresponds to the user attribute of each type of user set.
In the embodiment of the present invention, the information obtaining module 701 obtains the basic information of the target user, and the user clustering module 702 clusters the target user to form a user set; finally, the flow tree determining module 703 determines the specific dialect corresponding to each flow node and each type of user set in the flow tree according to the user attribute, that is, flexibly configures the specific dialect of the flow node in the flow tree according to the user attribute of the user set, thereby achieving the purpose of configuring the specific dialect of the intelligent outbound flow node based on the difference of different target users.
In an embodiment of the present invention, the user clustering module 702 includes a user clustering unit.
And the user clustering unit is used for clustering the target users according to the basic information of the target users through an unsupervised clustering algorithm to form at least one type of user set containing user attributes.
In an embodiment of the present invention, the intelligent outbound processing device further includes a preprocessing module.
And the preprocessing module is used for preprocessing the acquired basic information of the target user.
The user clustering module 702 is specifically configured to cluster the target users according to the preprocessed basic information of the target users to form at least one type of user set including user attributes.
Fig. 8 shows a schematic structure of the information obtaining module 701 in the intelligent outbound processing apparatus according to the embodiment of the present invention, and for convenience of description, only the parts related to the embodiment of the present invention are shown, and the details are as follows:
in an embodiment of the present invention, in order to improve the integrity of information collection, referring to fig. 8, each unit included in the information obtaining module 701 is configured to execute each step in the embodiment corresponding to fig. 2, specifically refer to fig. 2 and the related description in the embodiment corresponding to fig. 2, and details are not repeated here. In this embodiment of the present invention, the information obtaining module 701 includes a data acquiring unit 801 and/or an interface obtaining unit 802 and/or a receiving unit 803.
And the data acquisition unit 801 is used for acquiring basic information of the target user through a big data acquisition technology.
An interface obtaining unit 802, configured to obtain basic information of a target user from at least one service system by using an application program interface if the authorization verification passes.
A receiving unit 803, configured to receive basic information of a target user sent by at least one service system.
In the embodiment of the present invention, the data acquisition unit 801 acquires the basic information of the target user by using a big data acquisition technology, which can improve the integrity of information collection; the interface obtaining unit 802 obtains the basic information of the target user from at least one service system by using the application program interface under the condition that the authority verification is passed, so that the safety of information collection can be improved; the receiving unit 803 receives the basic information of the target user sent by at least one service system, which can improve the efficiency of information collection.
Fig. 9 shows a schematic structure of the flow tree determining module 703 in the intelligent outbound processing apparatus provided in the embodiment of the present invention, and for convenience of description, only the parts related to the embodiment of the present invention are shown, and the details are as follows:
in an embodiment of the present invention, in order to improve the efficiency of obtaining the flow tree, referring to fig. 9, each unit included in the flow tree determining module 703 is configured to execute each step in the embodiment corresponding to fig. 3, and specifically please refer to fig. 3 and the related description in the embodiment corresponding to fig. 3, which is not described herein again. In this embodiment of the present invention, the flow tree determining module 703 includes a first association table obtaining unit 901 and a first flow tree obtaining unit 902.
A first association table obtaining unit 901, configured to obtain an attribute flow tree association table from a database; the attribute flow tree association table comprises user attributes of the user set and flow tree identifications corresponding to the user attributes;
a first flow tree obtaining unit 902, configured to obtain, according to a flow tree identifier corresponding to each type of user set in the attribute flow tree association table, a flow tree corresponding to each type of user set from a flow tree set including multiple preconfigured flow trees.
In this embodiment of the present invention, the first association table obtaining unit 901 obtains an attribute flow tree association table from a database; the attribute flow tree association table includes user attributes of the user sets and flow tree identifiers corresponding to the user attributes, and the first flow tree obtaining unit 902 can greatly improve the efficiency of obtaining the flow tree according to the flow tree identifiers corresponding to each type of user sets in the attribute flow tree association table.
Fig. 10 shows a schematic structure of the flow tree determining module 703 in the intelligent outbound processing apparatus provided in the embodiment of the present invention, and for convenience of description, only the parts related to the embodiment of the present invention are shown, and the detailed description is as follows:
in an embodiment of the present invention, in order to improve flexibility of configuration and modification of the attribute flow tree association table, referring to fig. 10, each unit included in the flow tree determining module 703 is configured to execute each step in the embodiment corresponding to fig. 4, specifically please refer to fig. 4 and the related description in the embodiment corresponding to fig. 4, which is not repeated herein. In the embodiment of the present invention, on the basis of the unit structure shown in fig. 9, the intelligent outbound processing apparatus further includes a first configuration unit 1001 and/or a first modification unit 1002.
A first configuration unit 1001, configured to configure the attribute flow tree association table according to the received configuration instruction.
The first modifying unit 1002 is configured to modify the attribute flow tree association table according to the received modifying instruction.
In the embodiment of the present invention, the first configuration unit 1001 configures the attribute flow tree association table according to the received configuration instruction, and the first modification unit 1002 modifies the attribute flow tree association table according to the received modification instruction, which can improve the flexibility of configuration and modification of the attribute flow tree association table.
Fig. 11 shows another structural schematic diagram of the flow tree determination module 703 in the intelligent outbound processing apparatus provided in the embodiment of the present invention, and for convenience of description, only the parts related to the embodiment of the present invention are shown, and the detailed description is as follows:
in an embodiment of the present invention, in order to improve flexibility of the external call technology of the flow node, referring to fig. 11, each unit included in the flow tree determining module 703 is used to execute each step in the embodiment corresponding to fig. 5, specifically please refer to fig. 5 and the related description in the embodiment corresponding to fig. 5, which is not repeated herein. In this embodiment of the present invention, the flow tree determining module 703 includes a second association table obtaining unit 1101 and a second flow tree obtaining unit 1102.
A second association table obtaining unit 1101, configured to obtain an attribute-language association table from a database; the attribute speech association table comprises user attributes of the user set and a corresponding outbound speech set.
A second flow tree obtaining unit 1102, configured to determine an outbound technology of each flow node in the intelligent outbound flow tree according to the outbound technology set corresponding to the user attribute of each type of user set in the attribute technology association table, and obtain the intelligent outbound flow tree corresponding to each type of user set.
In the embodiment of the present invention, the second association table obtaining unit 1101 obtains the attribute calling association table from the database, and the second flow tree obtaining unit 1102 flexibly configures the calling operation of the flow node according to the calling operation set corresponding to the user attribute of each type of user set, so as to improve the flexibility of the configuration of the calling operation of the flow node.
Fig. 12 shows a schematic diagram of another structure of the flow tree determination module 703 in the intelligent outbound processing apparatus provided by the embodiment of the present invention, and for convenience of description, only the parts related to the embodiment of the present invention are shown, and the detailed description is as follows:
in an embodiment of the present invention, in order to improve flexibility of configuration and modification of the attribute-to-technology association table, referring to fig. 12, each unit included in the flow tree determining module 703 is configured to execute each step in the embodiment corresponding to fig. 6, and specifically refer to fig. 6 and the related description in the embodiment corresponding to fig. 6, which is not repeated herein. In this embodiment of the present invention, on the basis of the unit structure shown in fig. 11, the flow tree determining module 703 includes a second configuring unit 1201 and/or a second modifying unit 1202.
A second configuration unit 1201, configured to configure the attribute-tactical association table according to the received configuration instruction.
A second modifying unit 1202, configured to modify the attribute-tactical association table according to the received modifying instruction.
In the embodiment of the present invention, the second configuration unit 1201 configures the attribute telephony association table according to the received configuration instruction, and the second modification unit 1202 modifies the attribute telephony association table according to the received modification instruction, so that the flexibility of configuration and modification of the attribute telephony association table can be improved.
The embodiment of the invention also provides computer equipment which comprises a memory, a processor and a computer program which is stored on the memory and can run on the processor, wherein the processor realizes the intelligent outbound processing method when executing the computer program.
An embodiment of the present invention further provides a computer-readable storage medium, where a computer program for executing the intelligent outbound processing method is stored in the computer-readable storage medium.
In summary, in the embodiment of the present invention, the target users are clustered to form the user set by obtaining the basic information of the target users; and finally, determining the specific dialect corresponding to each process node and each type of user set in the process tree according to the user attributes, namely flexibly configuring the specific dialect of the process node in the process tree according to the user attributes of the user sets, and achieving the purpose of configuring the specific dialect of the intelligent outbound process node based on the difference of different target users.
As will be appreciated by one skilled in the art, embodiments of the present invention may be provided as a method, system, or computer program product. Accordingly, the present invention may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present invention may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
The present invention is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the invention. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
The above-mentioned embodiments are intended to illustrate the objects, technical solutions and advantages of the present invention in further detail, and it should be understood that the above-mentioned embodiments are only exemplary embodiments of the present invention, and are not intended to limit the scope of the present invention, and any modifications, equivalent substitutions, improvements and the like made within the spirit and principle of the present invention should be included in the scope of the present invention.
Claims (10)
1. An intelligent outbound processing method, comprising:
acquiring basic information of a target user;
clustering target users according to the basic information of the target users to form at least one type of user set containing user attributes;
determining an intelligent outbound flow tree corresponding to each type of user set according to the user attribute of each type of user set; the outbound dialect of each flow node in the intelligent outbound flow tree corresponds to the user attribute of each type of user set.
2. The intelligent outbound processing method of claim 1 wherein obtaining basic information for the target subscriber comprises:
acquiring basic information of a target user through a big data acquisition technology; and/or
Under the condition that the authority verification is passed, acquiring basic information of a target user from at least one service system by using an application program interface; and/or
And receiving basic information of the target user sent by at least one service system.
3. The intelligent outbound processing method of claim 1 wherein clustering target users according to their basic information to form at least one class of user sets comprising user attributes comprises:
clustering the target users according to the basic information of the target users through an unsupervised clustering algorithm to form at least one type of user set containing user attributes.
4. The intelligent outbound processing method of claim 1 wherein determining the intelligent outbound flow tree corresponding to each type of subscriber set based on the subscriber attributes of each type of subscriber set comprises:
acquiring an attribute flow tree association table from a database; the attribute flow tree association table comprises user attributes of the user set and flow tree identifications corresponding to the user attributes;
and acquiring the flow tree corresponding to each type of user set from a flow tree set comprising a plurality of preconfigured flow trees according to the flow tree identification corresponding to each type of user set in the attribute flow tree association table.
5. The intelligent outbound processing method of claim 4 further comprising:
configuring an attribute flow tree association table according to a received configuration instruction; and/or
And modifying the attribute flow tree association table according to the received modification instruction.
6. The intelligent outbound processing method of claim 1 wherein determining the intelligent outbound flow tree corresponding to each type of subscriber set based on the subscriber attributes of each type of subscriber set comprises:
acquiring an attribute dialect association table from a database; the attribute speech operation association table comprises user attributes of the user set and a corresponding outbound speech operation set;
and determining the outbound technique of each flow node in the intelligent outbound flow tree according to the outbound technique set corresponding to the user attribute of each type of user set in the attribute technique association table, and obtaining the intelligent outbound flow tree corresponding to each type of user set.
7. The intelligent outbound processing method of claim 6 further comprising:
configuring an attribute-tactical association table according to the received configuration instruction; and/or
And modifying the attribute-tactical association table according to the received modification instruction.
8. An intelligent outbound processing device, comprising:
the information acquisition module is used for acquiring basic information of a target user;
the user clustering module is used for clustering the target users according to the basic information of the target users to form at least one type of user set containing user attributes;
the flow tree determining module is used for determining the intelligent outbound flow tree corresponding to each type of user set according to the user attribute of each type of user set; the outbound dialect of each flow node in the intelligent outbound flow tree corresponds to the user attribute of each type of user set.
9. A computer device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, wherein the processor implements the intelligent outbound processing method of any one of claims 1 to 7 when executing the computer program.
10. A computer-readable storage medium storing a computer program for executing the intelligent outbound processing method according to any one of claims 1 to 7.
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| CN202010831262.8A CN111967885A (en) | 2020-08-18 | 2020-08-18 | Intelligent outbound call processing method and device |
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