CN113284497A - Method and device for urging collection of customers and intelligent collection urging system - Google Patents
Method and device for urging collection of customers and intelligent collection urging system Download PDFInfo
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Abstract
The invention relates to the technical field of intelligent office work, in particular to a method and a device for urging collection to a client and an intelligent collection urging system. The method is applied to an intelligent machine charging subsystem, and comprises the following steps: when receiving a task collection message sent by a service subsystem, acquiring a telephone number and collection information in the task collection message; generating an acceptance prompting voice corresponding to the acceptance prompting information according to the acceptance prompting information; and carrying out an operation of urging receipt to the customer according to the telephone number and the voice urging receipt. By adopting the invention, the efficiency of collection can be improved.
Description
Technical Field
The invention relates to the technical field of intelligent office work, in particular to a method and a device for urging collection to a client and an intelligent collection urging system.
Background
With the development of the financial loan industry, the collection promoting technology is gradually and widely applied. At present, a customer call is dialed manually for prompt receiving, but in the mode, the call is dialed manually, the dialing condition needs to be maintained manually after the call is dialed, the dialing efficiency is low, and the uninterrupted dialing degree in the working time cannot be achieved. In addition, in the autonomous or outsourced mode, a large labor and outsource cost is required in addition to the communication cost. And through analysis, among overdue customers, a large number of customers are overdue due to forgetting to pay, and the cost is further wasted when the customers are manually charged.
Disclosure of Invention
The invention provides a method and a device for hastening receipts to customers and an intelligent hastening receiving system, which can improve the hastening receiving efficiency.
According to a first aspect of the embodiments of the present invention, there is provided a method for hastening receipts to a customer, the method is applied to an intelligent machine hastening receiving subsystem, and includes:
when receiving a task collection message sent by a service subsystem, acquiring a telephone number and collection information in the task collection message;
generating an acceptance prompting voice corresponding to the acceptance prompting information according to the acceptance prompting information;
and carrying out an operation of urging receipt to the customer according to the telephone number and the voice urging receipt.
Optionally, the generating, according to the message, a message voice corresponding to the message includes:
determining a collection prompting scene according to the collection prompting information, wherein the collection prompting scene comprises reminding, primary collection prompting, secondary collection prompting and tertiary collection prompting;
and generating a collection prompting voice corresponding to the collection prompting information according to the collection prompting scene and the collection prompting information.
Optionally, according to the scene of urging receipt and the information of urging receipt, generate the voice of urging receipt corresponding to the information of urging receipt, include:
acquiring a corresponding reference collection prompting text according to the collection prompting scene and the collection prompting information;
and generating corresponding receiving voice according to the reference receiving-forcing text.
Optionally, after the hasty operation is performed on the client, the method further includes:
receiving question voice sent by a client, determining answer voice corresponding to the question voice, and feeding back the answer voice to the client.
Optionally, the determining an answer voice corresponding to the question voice includes:
converting the question voice into a question text, and performing semantic analysis on the question text;
determining an answer text corresponding to the question text according to the semantic analysis result of the question text;
converting the answer text to answer speech.
Optionally, the determining, according to the semantic analysis result of the question text, an answer text corresponding to the question text includes:
acquiring a corresponding relation between a pre-stored question text and an answer text, and searching the answer text corresponding to the semantic analysis result in the corresponding relation between the question text and the answer text;
when the answer text corresponding to the semantic analysis result is found in the corresponding relation, determining the answer text corresponding to the semantic analysis result as the answer text corresponding to the question text;
and when the answer text corresponding to the semantic analysis result cannot be searched in the corresponding relation, acquiring a pre-stored template answer text, and determining the template answer text as the answer text corresponding to the question text.
Optionally, after the step of feeding back the answer voice to the client, the method further includes:
and sending a feedback message to the service subsystem according to the question voice and the answer voice.
Optionally, after the hasty operation is performed on the client, the method includes:
and sending a feedback message to the service subsystem according to the voice collection prompt.
According to a second aspect of the embodiments of the present invention, there is provided a method for hastening receipts to a client, the method being applied to a business subsystem, and including:
the method comprises the steps of obtaining customer information, screening customer information to be hastened which meets preset hastened conditions from the customer information, and sending the customer information to be hastened to an intelligent machine hastened receiving subsystem;
and receiving a feedback message sent by the intelligent machine collection subsystem, and marking the customer information to be collected according to the feedback message.
According to a third aspect of the embodiments of the present invention, there is provided an apparatus for hastening receipts to a customer, the apparatus being used in an intelligent machine hastening receiving subsystem, including:
the acquisition unit is used for acquiring the telephone number and the collection urging information in the collection urging task message when the collection urging task message sent by the service subsystem is received;
the generating unit is used for generating the receiving prompting voice corresponding to the receiving prompting information according to the receiving prompting information;
and the collection urging unit is used for urging a customer to collect the voice according to the telephone number and the collection urging voice.
According to a fourth aspect of the embodiments of the present invention, there is provided an apparatus for hastening receipts to a customer, the apparatus being used for a business subsystem, including:
the screening unit is used for acquiring customer information, screening the customer information to be hastened and received which meets a preset hastened and received condition from the customer information, and sending the customer information to be hastened and received to the intelligent machine hastened and received subsystem;
and the marking unit is used for receiving the feedback message sent by the intelligent machine collection subsystem and marking the client information to be collected according to the feedback message.
According to a fifth aspect of the embodiments of the present invention, an intelligent collection system is provided, which includes an intelligent machine collection subsystem and a service subsystem, wherein:
the intelligent machine collection subsystem is used for acquiring a telephone number and collection information in a collection task message when the collection task message sent by the service subsystem is received; generating an acceptance prompting voice corresponding to the acceptance prompting information according to the acceptance prompting information; carrying out an operation of urging receipt to the customer according to the telephone number and the voice urging receipt;
the service subsystem is used for acquiring customer information, screening customer information to be hastened which meets a preset hastened accepting condition from the customer information, and sending the customer information to be hastened to the intelligent machine hastened accepting subsystem; and receiving a feedback message sent by the intelligent machine collection subsystem, and marking the customer information to be collected according to the feedback message.
The technical scheme provided by the embodiment of the invention can have the following beneficial effects:
in the embodiment of the invention, the automatic collection urging is carried out on the basis of the intelligent collection urging system to the client, so that the collection urging cost is effectively reduced, and except for the investment of the first system construction cost, only the communication cost is needed later; moreover, the efficiency of dialing the telephone is greatly improved, the conditions of calling and receiving are automatically dialed and recorded, the whole process is automatic, manpower and material resources are saved, and the efficiency of receiving and calling is improved.
It is to be understood that both the foregoing general description and the following detailed description are exemplary and explanatory only and are not restrictive of the invention, as claimed.
Drawings
The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the invention and together with the description, serve to explain the principles of the invention.
FIG. 1 is a flow diagram illustrating a method of soliciting customers according to an exemplary embodiment;
FIG. 2 is a flow diagram illustrating a method of soliciting customers in accordance with an exemplary embodiment;
FIG. 3 is a flow diagram illustrating a method of soliciting customers in accordance with an exemplary embodiment;
FIG. 4 is a block diagram illustrating an apparatus for soliciting customers in accordance with an exemplary embodiment;
FIG. 5 is a block diagram illustrating an apparatus for soliciting customers according to an exemplary embodiment.
Detailed Description
Reference will now be made in detail to the exemplary embodiments, examples of which are illustrated in the accompanying drawings. When the following description refers to the accompanying drawings, like numbers in different drawings represent the same or similar elements unless otherwise indicated. The embodiments described in the following exemplary embodiments do not represent all embodiments consistent with the present invention. Rather, they are merely examples of apparatus and methods consistent with certain aspects of the invention, as detailed in the appended claims.
The embodiment of the invention provides a method for urging a customer to receive, which is realized by a terminal, wherein the terminal can be a smart phone, a desktop computer or a notebook computer and the like. The terminal at least comprises a CPU, a voice acquisition device and the like, wherein the CPU is used for processing corresponding voice office operations, the voice acquisition device is used for acquiring voice data, besides a basic algorithm required by office processing, a voice conversion algorithm, a word segmentation processing algorithm, a semantic recognition algorithm, a character correlation degree matching algorithm and the like are also required to be stored on the terminal so as to carry out corresponding office processing according to the acquired voice data.
FIG. 1 is a flow chart illustrating a method for hastening receipts to a customer, as shown in FIG. 1, for use in an intelligent machine hastening subsystem, the method comprising the steps of:
And 102, generating an acceptance prompting voice corresponding to the acceptance prompting information according to the acceptance prompting information.
And step 103, performing an operation of urging the customer to receive according to the telephone number and the urging voice.
Optionally, generating an urging voice corresponding to the urging information according to the urging information, including:
determining an acceptance prompting scene according to the acceptance prompting information, wherein the acceptance prompting scene comprises reminding, primary acceptance prompting, secondary acceptance prompting and tertiary acceptance prompting;
and generating an acceptance prompting voice corresponding to the acceptance prompting information according to the acceptance prompting scene and the acceptance prompting information.
Optionally, according to the collection prompting scene and the collection prompting information, generating a collection prompting voice corresponding to the collection prompting information, including:
acquiring a corresponding reference collection prompting text according to the collection prompting scene and the collection prompting information;
and generating corresponding voice to be received according to the reference text to be received.
Optionally, after the hasty operation is performed on the client, the method further includes:
receiving question voice sent by a client, determining answer voice corresponding to the question voice, and feeding back the answer voice to the client.
Optionally, determining an answer voice corresponding to the question voice includes:
converting the problem voice into a problem text, and performing semantic analysis on the problem text;
determining an answer text corresponding to the question text according to the semantic analysis result of the question text;
the answer text is converted to answer speech.
Optionally, determining an answer text corresponding to the question text according to a semantic analysis result of the question text, including:
acquiring a corresponding relation between a pre-stored question text and an answer text, and searching the answer text corresponding to a semantic analysis result in the corresponding relation between the question text and the answer text;
when the answer text corresponding to the semantic analysis result is found in the corresponding relation, determining the answer text corresponding to the semantic analysis result as the answer text corresponding to the question text;
and when the answer text corresponding to the semantic analysis result cannot be found in the corresponding relation, acquiring a pre-stored template answer text, and determining the template answer text as the answer text corresponding to the question text.
Optionally, after the answer voice is fed back to the client, the method further includes:
and sending a feedback message to the service subsystem according to the question voice and the answer voice.
Optionally, after the operation of hastening harvesting is performed to the client, the method includes:
and sending a feedback message to the service subsystem according to the voice collection prompt.
FIG. 2 is a flow diagram illustrating a method for soliciting customers, as shown in FIG. 2, for use in a business subsystem, according to an exemplary embodiment, the method comprising the steps of:
Fig. 3 is a flowchart illustrating a method for hastening receipts to a customer, as shown in fig. 3, for use in an intelligent hastening system comprising an intelligent machine hastening subsystem and a business subsystem, the method comprising the steps of:
And step 303, the intelligent machine collection subsystem determines a collection scene according to the collection information, wherein the collection scene comprises reminding, primary collection, secondary collection and tertiary collection. Wherein, the hastening intensity of reminding, first hastening, second hastening and third hastening is gradually enhanced.
And step 304, the intelligent machine collection subsystem acquires a corresponding reference collection urging text according to the collection urging scene and the collection urging information.
In a feasible implementation manner, the intelligent machine collection subsystem presets a corresponding relationship between a collection scene and a reference collection text, that is, there are corresponding reference collection texts in the reminding, the primary collection, the secondary collection and the tertiary collection, and the intelligent machine collection subsystem finds the reference collection text corresponding to the collection scene of the customer information to be collected.
And 305, generating a corresponding call-in voice by the intelligent machine call-in subsystem according to the reference call-in text.
In a feasible implementation mode, after the reference text is obtained, the reference text and the relevant information of the customer to be induced are combined into a section of text to be induced, the text to be induced is combined into the speech to be induced according to a preset speech synthesis algorithm, and meanwhile, different moods and different speeds are matched to achieve different fierce degrees of the moods.
And step 306, the intelligent machine collection subsystem carries out collection operation to the client according to the telephone number and the collection voice.
In a feasible implementation mode, the intelligent machine collection subsystem dials a call to the user according to the telephone number, and then plays collection voice to the user to perform collection operation.
And 307, the intelligent machine collection subsystem receives the problem voice sent by the customer, converts the problem voice into a problem text and performs semantic analysis on the problem text.
In a feasible implementation mode, after the voice is played to the user, if the customer has a question to ask, the intelligent machine receiving subsystem receives the question voice sent by the customer, converts the question voice into a question text, and carries out word segmentation on the question text, wherein the result after word segmentation is the semantic analysis result.
And 308, the intelligent machine collection subsystem acquires the corresponding relation between the pre-stored question text and the answer text, and searches the answer text corresponding to the semantic analysis result in the corresponding relation between the question text and the answer text.
In a possible implementation manner, the result after the word segmentation processing may be multiple groups of words, each group of words in the multiple groups of words is respectively matched in the corresponding relationship between the question text and the answer text, the maximum matching degree of each group of words and the corresponding relationship and the answer text corresponding to the maximum matching degree are determined, the maximum matching degrees corresponding to the multiple groups of words are compared, the maximum value of the multiple maximum matching degrees is selected, whether the maximum value is greater than a preset maximum matching degree is determined, and if the maximum value is greater than or equal to the preset maximum matching degree, the answer text corresponding to the maximum matching degree of the maximum value is determined as the answer text corresponding to the semantic analysis result.
And 310, when the answer text corresponding to the semantic analysis result cannot be found in the corresponding relation by the intelligent machine collection subsystem, acquiring a pre-stored template answer text, and determining the template answer text as the answer text corresponding to the question text.
In a possible implementation manner, if the determined maximum value is smaller than the preset maximum matching degree, it indicates that the answer text corresponding to the semantic analysis result cannot be found in the corresponding relationship, in this case, a preset and stored template answer text is obtained, and the client is replied with the template answer text.
And 311, converting the answer text into answer voice by the intelligent machine collection subsystem, and feeding back the answer voice to the client.
And step 312, the intelligent machine collection subsystem sends a feedback message to the service subsystem according to the question voice and the answer voice.
In a feasible implementation mode, the intelligent machine collection prompting subsystem analyzes information such as collection prompting conditions, risk identification conditions, conversation conditions and the like according to question voice and answer voice, and sends the information serving as feedback information to the business subsystem.
In a feasible implementation manner, the service subsystem receives feedback information sent by the intelligent machine collection subsystem, and marks the customer information to be collected according to information such as collection situation, risk identification situation, and conversation situation, for example, change the collection scenario of the customer information to be collected from primary collection to secondary collection, or specially mark the risk of the customer information, and the like, for example, mark the customer information with poor collection effect as high risk, and subsequently change the customer information with high risk into manual collection. In addition, the validity and correctness of the contact information of the customer can be marked, for example, the customer who is not in contact is marked to be updated.
In the embodiment of the invention, the automatic collection urging is carried out on the basis of the intelligent collection urging system to the client, so that the collection urging cost is effectively reduced, and except for the investment of the first system construction cost, only the communication cost is needed later; moreover, the efficiency of dialing the telephone is greatly improved, the conditions of calling and receiving are automatically dialed and recorded, the whole process is automatic, manpower and material resources are saved, and the efficiency of receiving and calling is improved.
Fig. 4 is a schematic structural diagram illustrating an apparatus for hastening receipts to a customer, as shown in fig. 4, the method is used in an intelligent machine hastening receiving subsystem, and the apparatus includes:
the acquiring unit 410 is configured to acquire a phone number and collection promotion information in a collection promotion task message when the collection promotion task message sent by a service subsystem is received;
the generating unit 420 is configured to generate an urging voice corresponding to the urging information according to the urging information;
and the hastening unit 430 is used for hastening the receiving operation to the customer according to the telephone number and the hastening voice.
Fig. 5 is a schematic structural diagram illustrating an apparatus for urging receipt to a customer according to an exemplary embodiment, where the method is used in a service subsystem, as shown in fig. 5, and the apparatus includes:
the screening unit 510 is configured to acquire customer information, screen customer information to be collected that meets a preset collection condition from the customer information, and send the customer information to be collected to the intelligent machine collection subsystem;
and the marking unit 520 is configured to receive the feedback message sent by the intelligent machine collection subsystem, and mark the customer information to be collected according to the feedback message.
In an exemplary embodiment, a non-transitory computer readable storage medium is also provided that includes instructions, such as a memory, that are executable by a processor to perform the above-described method of hastening delivery to a customer. For example, the non-transitory computer readable storage medium may be a ROM, a Random Access Memory (RAM), a CD-ROM, a magnetic tape, a floppy disk, an optical data storage device, and the like.
In an exemplary embodiment, an application product is also provided, which includes one or more instructions executable by the processor of the apparatus to perform the method for hastening customers.
Other embodiments of the invention will be apparent to those skilled in the art from consideration of the specification and practice of the disclosure disclosed herein. This application is intended to cover any variations, uses, or adaptations of the invention following, in general, the principles of the invention and including such departures from the present disclosure as come within known or customary practice within the art to which the invention pertains. It is intended that the specification and examples be considered as exemplary only, with a true scope and spirit of the invention being indicated by the following claims.
It will be understood that the invention is not limited to the precise arrangements described above and shown in the drawings and that various modifications and changes may be made without departing from the scope thereof. The scope of the invention is limited only by the appended claims.
Claims (10)
1. A method for hastening receipts to a customer, wherein the method is applied to an intelligent machine hastening receiving subsystem, and the method comprises the following steps:
when receiving a task collection message sent by a service subsystem, acquiring a telephone number and collection information in the task collection message;
generating an acceptance prompting voice corresponding to the acceptance prompting information according to the acceptance prompting information;
and carrying out an operation of urging receipt to the customer according to the telephone number and the voice urging receipt.
2. The method for urging customer reception according to claim 1, wherein the generating of the reception urging voice corresponding to the reception urging information according to the reception urging information includes:
determining a collection prompting scene according to the collection prompting information, wherein the collection prompting scene comprises reminding, primary collection prompting, secondary collection prompting and tertiary collection prompting;
and generating a collection prompting voice corresponding to the collection prompting information according to the collection prompting scene and the collection prompting information.
3. The method of claim 2, wherein generating the call-for-receipt speech corresponding to the call-for-receipt information according to the call-for-receipt scene and the call-for-receipt information comprises:
acquiring a corresponding reference collection prompting text according to the collection prompting scene and the collection prompting information;
and generating corresponding receiving voice according to the reference receiving-forcing text.
4. The method for hastening harvesting of customers according to claim 1, wherein after the hastening harvesting of customers, the method further comprises:
receiving question voice sent by a client, determining answer voice corresponding to the question voice, and feeding back the answer voice to the client.
5. The method of claim 4, wherein the determining the answer voice corresponding to the question voice comprises:
converting the question voice into a question text, and performing semantic analysis on the question text;
determining an answer text corresponding to the question text according to the semantic analysis result of the question text;
converting the answer text to answer speech.
6. The method for urging customer collection according to claim 4, wherein the determining the answer text corresponding to the question text according to the semantic analysis result of the question text comprises:
acquiring a corresponding relation between a pre-stored question text and an answer text, and searching the answer text corresponding to the semantic analysis result in the corresponding relation between the question text and the answer text;
when the answer text corresponding to the semantic analysis result is found in the corresponding relation, determining the answer text corresponding to the semantic analysis result as the answer text corresponding to the question text;
and when the answer text corresponding to the semantic analysis result cannot be searched in the corresponding relation, acquiring a pre-stored template answer text, and determining the template answer text as the answer text corresponding to the question text.
7. The method of claim 4, wherein after the step of feeding back the answer voice to the customer, further comprising:
and sending a feedback message to the service subsystem according to the question voice and the answer voice.
8. A method for hastening receipts to a customer, the method being applied to a business subsystem, the method comprising:
the method comprises the steps of obtaining customer information, screening customer information to be hastened which meets preset hastened conditions from the customer information, and sending the customer information to be hastened to an intelligent machine hastened receiving subsystem;
and receiving a feedback message sent by the intelligent machine collection subsystem, and marking the customer information to be collected according to the feedback message.
9. An apparatus for hastening receipts to a customer, the apparatus being used in an intelligent machine hastening receipt subsystem, the apparatus comprising:
the acquisition unit is used for acquiring the telephone number and the collection urging information in the collection urging task message when the collection urging task message sent by the service subsystem is received;
the generating unit is used for generating the receiving prompting voice corresponding to the receiving prompting information according to the receiving prompting information;
and the collection urging unit is used for urging a customer to collect the voice according to the telephone number and the collection urging voice.
10. The utility model provides a system of receiving is urged to intelligence, its characterized in that is urged to receive to intelligence system of receiving includes intelligent machine subsystem of receiving and business subsystem, intelligent machine subsystem of receiving is used for:
when receiving a task collection message sent by a service subsystem, acquiring a telephone number and collection information in the task collection message; generating an acceptance prompting voice corresponding to the acceptance prompting information according to the acceptance prompting information; carrying out an operation of urging receipt to the customer according to the telephone number and the voice urging receipt;
the service subsystem is configured to:
the method comprises the steps of obtaining customer information, screening customer information to be hastened which meets preset hastened conditions from the customer information, and sending the customer information to be hastened to an intelligent machine hastened receiving subsystem; and receiving a feedback message sent by the intelligent machine collection subsystem, and marking the customer information to be collected according to the feedback message.
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| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN113992802A (en) * | 2021-10-29 | 2022-01-28 | 上海枫亭信息技术有限公司 | Intelligent collection management method, device, equipment and medium based on voice robot |
| CN113992802B (en) * | 2021-10-29 | 2023-06-30 | 上海枫亭信息技术有限公司 | Intelligent collection management method, device, equipment and medium based on voice robot |
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Application publication date: 20210820 |