CN113556430A - Outbound system and outbound method - Google Patents
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Abstract
The application relates to an outbound system and an outbound method. The system comprises: the system comprises a process configuration module, a call-out processing module and a call-out processing module, wherein the process configuration module is used for acquiring call-out process data aiming at a target service scene, the call-out process data comprises jump conditions corresponding to a plurality of call-out process nodes respectively and call-out response data corresponding to each call-out process node, and the call-out response data comprises at least one of call-out dialogue data and a call-on instruction; and the outbound module is used for acquiring intention data corresponding to the target object in the process of outbound of the target object corresponding to the target service scene, determining target outbound response data corresponding to the target skipping condition if the intention data meets the target skipping condition according to the outbound flow data, and performing outbound response on the target object according to the target outbound response data. The outbound system can improve the outbound flexibility of the outbound system.
Description
Technical Field
The invention relates to the technical field of artificial intelligence, in particular to an outbound system and an outbound method.
Background
With the rapid development of artificial intelligence technology, it is becoming more and more common to use an outbound system to replace manual outbound to a user terminal. Compared with the traditional manual calling, the outbound calling system has obvious advantages, such as high working efficiency, low operation cost and the like.
In view of the many significant advantages of the outbound system, currently, the outbound system has wide applications in different business scenarios of many industries, for example, in the field of financial technology, a financial institution can urge a user to receive through the outbound system; in the e-commerce field, the e-commerce platform can perform satisfaction return visit on the user through an outbound system, and the like.
Under the condition that the outbound system is widely applied to various business scenes of various industries, how to improve the outbound flexibility of the outbound system becomes a problem to be solved urgently at present.
Disclosure of Invention
Based on this, an outbound system and an outbound method capable of improving the outbound flexibility of the outbound system are provided.
In a first aspect, an embodiment of the present application provides an outbound call system, where the system includes:
the system comprises a process configuration module, a call-out processing module and a call-out processing module, wherein the process configuration module is used for acquiring call-out process data aiming at a target service scene, the call-out process data comprises jump conditions corresponding to a plurality of call-out process nodes respectively and call-out response data corresponding to each call-out process node, and the call-out response data comprises at least one of call-out dialogue data and a call-on instruction;
and the outbound module is used for acquiring intention data corresponding to the target object in the process of outbound of the target object corresponding to the target service scene, determining target outbound response data corresponding to the target skipping condition if the intention data meets the target skipping condition according to the outbound flow data, and performing outbound response on the target object according to the target outbound response data.
In one embodiment, the outbound flow data further includes a triggering condition and an outbound triggering instruction corresponding to the outbound triggering node, and the outbound module is further configured to, if a triggering event meeting the triggering condition is detected, obtain outbound information corresponding to the target object according to an indication of the outbound triggering instruction, and initiate an outbound to the target object according to the outbound information.
In one embodiment, the system further comprises:
the global event module is used for acquiring global event data, and the global event data comprises a global condition and a response strategy corresponding to the global condition;
and the outbound module is further used for carrying out outbound response on the target object according to the response strategy if the intention data meets the global condition according to the global event data.
In one embodiment, the system further comprises:
the intention configuration module is used for acquiring a sample intention aiming at the target service scene and a similar question sentence corresponding to the sample intention, wherein the similar question sentence is user input acquired based on a preset question sentence template;
the outbound module is further used for acquiring dialogue data corresponding to the target object and acquiring the intention data according to the dialogue data, the sample intention and the similar question;
wherein the intention data at least comprises a target intention corresponding to the dialogue data.
In one embodiment, the system further comprises:
the word slot configuration module is used for acquiring a sample word slot aiming at the target service scene and a sample sentence corresponding to the sample word slot, wherein the sample word slot is used for representing entity information in the sample sentence;
the outbound module is further used for acquiring dialogue data corresponding to the target object and acquiring the intention data according to the dialogue data, the sample word slot and the sample statement;
wherein the intention data at least comprises a target word slot corresponding to the dialogue data.
In one embodiment, the system further comprises:
the configuration management module is used for acquiring outbound process configuration data and outbound configuration data, the outbound process configuration data is used for configuring the outbound process data, and the outbound configuration data is used for the outbound module to outbound the target object based on the outbound configuration data.
In one embodiment, the system further comprises:
the session debugging module is used for acquiring an outbound session debugging statement and acquiring an automatic reply statement corresponding to the outbound session debugging statement according to the outbound session debugging statement;
the session debugging module is further configured to display the outbound session debugging statement and the automatic reply statement, where the outbound session debugging statement and the automatic reply statement are used to determine a session debugging result, and the session debugging result is used to characterize whether each outbound flow node in the outbound flow data skips normally.
In one embodiment, the session debugging module is further configured to obtain a voice debugging statement or a text debugging statement, and obtain the outbound session debugging statement based on the voice debugging statement or the text debugging statement.
In one embodiment, the system further comprises:
and the outbound test module is used for acquiring a sample test question and a sample reply corresponding to the sample test question, acquiring a target reply corresponding to the sample test question according to the outbound flow data, and comparing the sample reply and the target reply to obtain an outbound test result, wherein the outbound test result is used for representing whether each outbound flow node in the outbound flow data is normally jumped or not.
In one embodiment, the system further comprises:
and the sample configuration module is used for obtaining a test sample and storing the test sample in a database, wherein the test sample comprises the sample test question and the sample reply corresponding to the sample test question.
In a second aspect, an embodiment of the present application provides an outbound method, used in the outbound system of the first aspect, where the method includes:
the method comprises the steps that a flow configuration module obtains outbound flow data aiming at a target service scene, wherein the outbound flow data comprise jump conditions corresponding to a plurality of outbound flow nodes respectively and outbound response data corresponding to each outbound flow node, and the outbound response data comprise at least one of outbound dialogue data and on-hook instructions;
and the outbound module acquires intention data corresponding to the target object in the process of outbound of the target object corresponding to the target service scene, determines target outbound response data corresponding to the target skipping condition if the intention data meets the target skipping condition according to the outbound flow data, and performs outbound response on the target object according to the target outbound response data.
The beneficial effects brought by the technical scheme provided by the embodiment of the application at least comprise:
the outbound system comprises a process configuration module and an outbound module, wherein the process configuration module is used for acquiring outbound process data aiming at a target service scene, the outbound process data comprises jump conditions respectively corresponding to a plurality of outbound process nodes and outbound response data corresponding to each outbound process node, the outbound response data comprises at least one of outbound dialogue data and an on-hook instruction, the outbound module is used for acquiring intention data corresponding to a target object in the process of outbound of the target object corresponding to the target service scene, if the intention data meets the target jump conditions according to the outbound process data, the target outbound response data corresponding to the target jump conditions is determined, and outbound response is performed on the target object according to the target outbound response data; thus, the flow configuration module can obtain the outbound flow data aiming at the target service scene independently, and in the process of outbound of the target object corresponding to the target service scene by the outbound module, the targeted business scenario can be utilized to make outbound responses directed to outbound flow data, thereby realizing the outbound call in the target service scene, the target service scene can be any service scene needing the outbound call, therefore, the embodiment of the application does not need to configure a special outbound system for each different service scenario, if the outbound system needs to be applied to a certain service scenario, the service scene targeted outbound flow data is acquired through the flow configuration module, the outbound module can match the service scene to carry out targeted outbound, therefore, the outbound system in the embodiment of the application can be matched with any service scene needing outbound, and the outbound flexibility of the outbound system is improved.
Drawings
FIG. 1 is a diagram of an application environment for an outbound system, according to one embodiment;
FIG. 2 is a schematic diagram of an outbound system provided in one embodiment;
FIG. 3 is a schematic diagram of an exemplary business scenario management interface, according to another embodiment;
FIG. 4 is a schematic illustration of a process configuration interface under an exemplary catalytic recovery scenario, according to another embodiment;
FIG. 5 is a schematic diagram of an outbound system provided in accordance with another embodiment;
FIG. 6 is a schematic diagram of a global event configuration interface in an exemplary catalyst scenario, according to another embodiment;
FIG. 7 is a schematic diagram of an outbound system provided in accordance with another embodiment;
FIG. 8 is a schematic diagram of an intent management interface in an exemplary hasten scenario, according to another embodiment;
FIG. 9 is a schematic diagram of an outbound system provided in accordance with another embodiment;
FIG. 10 is a schematic diagram of a wordband management interface in an exemplary hasty scene according to another embodiment;
FIG. 11 is a schematic diagram of an outbound system provided in accordance with another embodiment;
FIG. 12 is a schematic illustration of a configuration management interface in an exemplary catalysis scenario, as provided by another embodiment;
FIG. 13 is a schematic diagram of an outbound system provided in accordance with another embodiment;
FIG. 14 is a schematic illustration of a session debugging interface in an exemplary spawning scenario, according to an alternative embodiment;
FIG. 15 is a schematic diagram of an outbound system provided in accordance with another embodiment;
FIG. 16 is a schematic diagram of a task interface in an exemplary spawn scenario, according to another embodiment.
Detailed Description
In order to make the objects, technical solutions and advantages of the present application more apparent, the present application is described in further detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative of the present application and are not intended to limit the present application.
The outbound system and the outbound method provided by the embodiment of the application aim to solve the technical problem that the outbound flexibility of the outbound system is low in the traditional technology under the condition that the outbound system is widely applied to various service scenes of various industries. The following describes in detail the technical solutions of the present application and how the technical solutions of the present application solve the above technical problems by embodiments and with reference to the drawings. The following specific embodiments may be combined with each other, and details of the same or similar concepts or processes may not be repeated in some embodiments.
The following describes technical solutions related to the embodiments of the present application with reference to a scenario in which the embodiments of the present application are applied.
Fig. 1 is a schematic diagram of an implementation environment related to an outbound call system according to an embodiment of the present application. As shown in fig. 1, the implementation environment may include an outbound system 101 and a terminal 102, and the outbound system 101 and the terminal 102 may communicate with each other through a wired network or a wireless network.
The outbound system 101 may be a server, or may be a system composed of a server and an electronic device; the terminal 102 may be a smartphone, a tablet, a personal computer, a laptop, an in-vehicle device, and so on.
The outbound system may include a flow configuration module 1011 and an outbound module 1012, where in the implementation environment shown in fig. 1, the flow configuration module 1011 is configured to acquire outbound flow data for a target service scenario, where the outbound flow data includes jump conditions corresponding to a plurality of outbound flow nodes respectively and outbound response data corresponding to each outbound flow node, and the outbound response data includes at least one of outbound dialog data and an on-hook instruction; the outbound module 1012 is configured to acquire intention data corresponding to the target object during an outbound process of the terminal 102 of the target object corresponding to the target service scenario, determine target outbound response data corresponding to the target jump condition if it is determined that the intention data satisfies the target jump condition according to the outbound flow data, and perform an outbound response on the terminal 102 of the target object according to the target outbound response data.
In one embodiment, as shown in fig. 2, an outbound system is provided, which includes a flow configuration module configured to obtain outbound flow data for a target service scenario.
The target service scene may be any service scene that needs to be called out, for example, the target service scene may be a loan collection scene in the field of financial technology, a credit card repayment reminding scene, a user return visit scene in the field of e-commerce, a telephone sales scene in the marketing field, a communication return visit scene for potential users in the field of online service, and the like, and the specific type of the target service scene is not limited herein.
In the embodiment of the application, the outbound flow data includes jump conditions corresponding to the plurality of outbound flow nodes respectively and outbound response data corresponding to each outbound flow node, and the outbound response data includes at least one of outbound dialogue data and on-hook instructions.
The outbound flow node refers to a node which is required to respond by an outbound system in the outbound process. Illustratively, the clarification node is a standard conversation node used for configuring outbound conversation data, and the hanging node is a conversation termination node and can be configured with hanging instructions. Each outbound flow node has its corresponding jump condition and outbound response data, the jump condition may be intention data, such as a graph/word slot, and the outbound response data may be at least one of outbound dialogue data and on-hook instructions.
In the following, a manner of acquiring outbound flow data for a target service scenario by a flow configuration module is introduced.
Illustratively, if the outbound system needs to outbound any target object corresponding to the target service scenario for the first time, that is, the outbound system is not applied to the target service scenario in the historical outbound process, then the process configuration module may obtain the targeted outbound process data of the target service scenario configured by the user.
As an implementation manner, the outbound system may further include a display component, and the process configuration module displays a service scene management interface through the display component, where the service scene management interface may be used for a user to add a target service scene.
Referring to FIG. 3, a schematic diagram of an exemplary business scenario management interface is shown. As shown in fig. 3, the service scene management interface may include a new scene control, and the user may add a new target service scene based on the new scene control. Illustratively, after the user clicks the newly-built scene control, the process configuration module may display a process configuration interface through the display component, so that the user can set the targeted outbound process data of the target service scene.
Taking a target outbound scenario as a call-in scenario in the field of financial technology as an example, refer to fig. 4, which shows a schematic diagram of a flow configuration interface in an exemplary call-in scenario. As shown in fig. 4, a user may configure outbound flow data of a target service scenario based on the flow configuration interface, where a plurality of outbound flow nodes may include "1.1 initial words", "2.1 reconfirmations", "3.1 explains reasons of incoming calls", and the like, the user may configure corresponding skip conditions and corresponding outbound response data for each outbound flow node, and after the configuration is completed, the flow configuration module stores the outbound flow data configured by the user, so that the flow configuration module acquires the outbound flow data for the target service scenario.
As an implementation manner, the process configuration interface may further include a modification control and a deletion control, so that a user may modify or delete outbound process data of a target service scene according to an actual service requirement when a service process in the target service scene changes.
Illustratively, if the outbound system is already applied to the target service scenario in the historical outbound process, that is, the outbound system has already made an outbound to any object corresponding to the target service scenario in the historical outbound process, then the flow configuration module stores the targeted outbound flow data of the target service scenario, and the flow configuration module may directly obtain the stored outbound flow data for the target service scenario from the database.
After the flow configuration module acquires the outbound flow data for the target service scene, the outbound system can utilize the outbound flow data of the target service scene to perform outbound in the process of outbound of the target object corresponding to the target service scene.
In the embodiment of the application, the outbound system further comprises an outbound module, wherein the outbound module is used for acquiring intention data corresponding to a target object in the process of outbound of the target object corresponding to the target service scene, if the intention data is determined to meet a target jump condition according to the outbound flow data, determining target outbound response data corresponding to the target jump condition, and performing outbound response on the target object according to the target outbound response data.
After the outbound module initiates an outbound to a target object corresponding to the target service scene, the outbound module establishes a session with a terminal of the target object, and illustratively, the outbound module may call a voice central control interface to initiate an outbound to the terminal of the target object.
In the outbound process, the outbound module may obtain dialogue data of the target object, and the outbound module may perform operations such as intention recognition and semantic recognition on the dialogue data to obtain intention data corresponding to the target object, where the intention data may be information such as a user intention or a word slot. Therefore, the outbound module can detect whether the intention data corresponding to the target object meets a certain jump condition according to the outbound flow data of the target service scene.
And if the intention data corresponding to the target object meets the target skipping condition is detected, the outbound module determines target outbound response data corresponding to the target skipping condition according to the outbound flow data of the target service scene, and performs outbound response on the target object according to the target outbound response data.
Illustratively, referring to fig. 4, the outbound flow node "3.1 illustrates that the" reason for the incoming call "corresponds to a jump condition of" is oneself "and the corresponding outbound response data includes outbound dialogue data, such as" you are good, you are overdue on the credit card of bank No. 1, bill amount is a yuan, lowest payment is b yuan, ask you to pay back the debt before 8 o' clock today ", so that the outbound module determines that the intention data of the target object satisfies the jump condition, for example, the dialogue data of the target object is" my "," i am XXX ", and the like, and the outbound module sends the outbound flow node" 3.1 illustrates the reason for the incoming call "to the terminal of the target object for the target object to listen to.
It should be noted that the outbound dialogue data sent by the outbound module to the terminal of the target object may be in a voice form, or may be in a text form, and the terminal performs voice synthesis on the outbound dialogue data to output voice for the target object to listen to.
The outbound system comprises a process configuration module and an outbound module, wherein the process configuration module is used for acquiring outbound process data aiming at a target service scene, the outbound process data comprises jump conditions respectively corresponding to a plurality of outbound process nodes and outbound response data corresponding to each outbound process node, the outbound response data comprises at least one of outbound dialogue data and an on-hook instruction, the outbound module is used for acquiring intention data corresponding to a target object in the process of outbound of the target object corresponding to the target service scene, and if the intention data meets the target jump conditions according to the outbound process data, the target outbound response data corresponding to the target jump conditions is determined, and outbound response is performed on the target object according to the target outbound response data; therefore, the process configuration module can acquire the outbound process data which individually aims at the target service scene, and the outbound module can utilize the targeted outbound process data of the target service scene to perform outbound response in the process of outbound of the target object corresponding to the target service scene, so as to realize outbound.
In a possible implementation manner, the outbound flow data further includes a triggering condition corresponding to the outbound triggering node and an outbound triggering instruction, and the outbound module is further configured to, if a triggering event meeting the triggering condition is detected, obtain outbound information corresponding to the target object according to an instruction of the outbound triggering instruction, and initiate outbound to the target object according to the outbound information.
The triggering condition may be, for example, that a set outbound time is reached, if the outbound module detects that the current system time reaches the set outbound time of the target object, the outbound module acquires outbound information corresponding to the target object, where the outbound information may include, for example, client information of the target object, the client information includes, for example, a telephone number, personal information, and the like, and the target object initiates an outbound to the target object according to the outbound information. Of course, the triggering condition is not limited to this exemplary example, and may also be that the number of outbound times of the target object in the preset time period does not reach the preset number threshold, and the like, which is not specifically limited herein.
Illustratively, the outbound triggering instruction may include an identity of the target object, and the outbound module may screen the outbound information corresponding to the target object in the database according to the identity.
For example, the outbound flow data may further include a call jump condition and a call trigger instruction corresponding to the call node (e.g., the API node shown in fig. 4), where the call jump condition may be, for example, if the outbound module detects the outbound trigger instruction, then the outbound module calls the outbound information corresponding to the target object from a third party according to an indication of the call trigger instruction, so that the outbound module may obtain the outbound information corresponding to the target object and initiate an outbound to the target object according to the outbound information.
In the embodiment of the application, the flow configuration module can acquire outbound flow data with rich outbound flow node types aiming at specific service scenes, and the outbound effect is favorably improved.
In an embodiment, based on the embodiment shown in fig. 2, referring to fig. 5, the outbound system of this embodiment further includes a global event module, where the global event module is configured to obtain global event data, and the global event data includes a global condition and a response policy corresponding to the global condition.
The global condition is a jump condition applicable to a plurality of or all outbound flow nodes in the outbound flow data, and a user can set the jump condition according to business requirements.
In the embodiment of the application, as an implementation manner, the global event module may display a global event configuration interface through a display component, where the global event configuration interface is used by a user to create a global event.
Referring to fig. 6, which is a schematic diagram illustrating a global event configuration interface in an exemplary collection scenario, as shown in fig. 6, a user may configure global event data based on the global event configuration interface, where the global event data may include a global condition and a response policy corresponding to the global condition.
In the embodiment of the application, the outbound module is further configured to perform outbound response on the target object according to the response policy if it is determined that the intention data of the target object meets the global condition according to the global event data.
Illustratively, the global condition, such as that the outbound module detects that the intention data of the target object is "manual", the outbound module switches the outbound flow to the manual service.
In a possible implementation manner, the outbound system may further include a global event processing module, where the global event processing module is configured to perform preset node event processing according to an indication of global event data if preset global event data is detected. For example, the preset global event data includes fields or identifiers such as a clear word slot, a word slot assignment, a clear parameter, and a parameter assignment, and the global event processing module performs processing operations such as a clear word slot, a word slot assignment, a clear parameter, and a parameter assignment.
According to the method and the device, the global event data can be conveniently acquired through the global event module, a user does not need to configure the same skip condition and the same outbound response data for each outbound flow node on the flow configuration interface, and the configuration efficiency of the outbound flow data and the operation efficiency of an outbound system are improved.
In an embodiment, based on the embodiment shown in fig. 5, referring to fig. 7, the outbound system of this embodiment further includes an intention configuration module, where the intention configuration module is configured to obtain a sample intention for the target service scenario and a similar question sentence corresponding to the sample intention, where the similar question sentence is a user input obtained based on a preset question sentence template.
In a callout system, the intent is used to define a certain intent or purpose of the callout object, and the callout module needs to identify its intent as intent data based on the dialog data of the callout object. For example, if the dialog data of the target object is "yes me", the intention thereof is "oneself".
In the embodiment of the application, the intention configuration module can acquire the sample intention and the similar question sentence corresponding to the sample intention for the target service scene, so that the intention identification model can be trained based on the sample intention and the similar question sentence corresponding to the sample intention for the outbound module to identify the intention.
In one possible implementation, the intention configuration module may expose, through the presentation component, an intention management interface for a user to input a sample intention for a target business scenario and a similar question sentence corresponding to the sample intention.
Referring to FIG. 8, a schematic diagram of an intent management interface in an exemplary hasten scene is shown. As shown in FIG. 8, the intent management interface may include at least a create intent control, and of course may also include import intent controls, export intent controls, and the like, as shown in FIG. 8.
In this way, the user clicks the create intention control to input the sample intention for the collection scene and the similar question sentence corresponding to the sample intention. Or the user clicks the creation intention control to input the sample intention aiming at the collection scene, the intention configuration module displays the sample intention and the corresponding editing control through the display component, and the user clicks the editing control to input the similar question sentence corresponding to the sample intention.
As an implementation manner, when the user inputs a similar question, the intention management interface may further display a preset question template for the user to input a similar question based on the preset question template, so that the data validity of the similar question input by the user may be improved.
In the embodiment of the application, the outbound module is further configured to obtain dialogue data corresponding to the target object, and obtain intention data according to the dialogue data, the sample intention and the similar question.
As described above, the intention recognition model may be trained based on the sample intention and the similar question sentence corresponding to the sample intention, so that the callout module converts the dialogue data corresponding to the target object into text data, and inputs the text data into the intention recognition model to obtain intention data of the target object, where the intention data at least includes the target intention corresponding to the dialogue data.
It should be noted that the above process of training the intention recognition model based on the sample intention and the similar question sentence corresponding to the sample intention may be executed by any module of the outbound system, may also be executed by a model training module specially configured for the outbound system, and of course, may also be executed by another server besides the outbound system, which is not limited herein.
Therefore, the outbound system can conveniently acquire the sample intention aiming at the target service scene and the similar question sentences corresponding to the sample intention through the intention configuration module, so that the intention identification of the outbound system is facilitated, and the intelligence and the function richness of the outbound system are improved.
In an embodiment, based on the embodiment shown in fig. 7, referring to fig. 9, the outbound system of this embodiment further includes a word slot configuration module, where the word slot configuration module is configured to obtain a sample word slot for the target service scenario and a sample statement corresponding to the sample word slot, and the sample word slot is used to characterize entity information in the sample statement.
In the outbound system, the word slot is used to extract entity information such as time, place, amount, etc. in the dialog data of the outbound object. For example, if the dialog data of the target object is "i am 1/1 can pay 500 yuan", the word slot date "1/1", and the payment amount "500 yuan" may be extracted.
In a possible implementation manner, the word slot configuration module may display, through the presentation component, a word slot management interface, where the word slot management interface is used for a user to input a sample word slot and a sample sentence corresponding to the sample word slot for a target service scenario.
Referring to fig. 10, which shows a schematic diagram of a word slot management interface in an exemplary hasty call scenario, as shown in fig. 10, the word slot management interface may at least include a create word slot control, and of course, may also include an import word slot control, an export word slot control, and the like, shown in fig. 10.
Similar to the intention management interface, a user can input a sample word slot and a sample sentence corresponding to the sample word slot for the collection scene by clicking the creation word slot control, or the user can input the sample word slot for the collection scene by clicking the creation word slot control, then the word slot configuration module displays the sample word slot and a corresponding editing control through the display component, and the user can input the sample sentence corresponding to the sample word slot by clicking the editing control.
In the embodiment of the application, the outbound module is further configured to obtain dialogue data corresponding to the target object, and obtain intention data according to the dialogue data, the sample word slot, and the sample statement.
Illustratively, the outbound module can learn to acquire key semantic information in user dialogue data in a slot filling mode according to the sample word slot and the sample sentence, and performs word slot extraction on dialogue data of a target object in an outbound scene according to a learned model to obtain intention data at least comprising the target word slot corresponding to the dialogue data.
Therefore, the outbound system can conveniently acquire the sample word slots and the sample sentences corresponding to the sample word slots aiming at the target service scene through the word slot configuration module, so that the word slots of the outbound system can be conveniently identified, and the intelligence and the function richness of the outbound system are improved.
In an embodiment, based on the embodiment shown in fig. 9, referring to fig. 11, the outbound system of this embodiment further includes a configuration management module, where the configuration management module is configured to obtain outbound flow configuration data and outbound configuration data, the outbound flow configuration data is used to configure the outbound flow data, and the outbound configuration data is used for the outbound module to outbound the target object based on the outbound configuration data.
In one possible implementation, the configuration management module may present, via the presentation component, a configuration management interface for a user to input the outbound flow configuration data and the outbound configuration data.
Referring to fig. 12, which is a schematic diagram illustrating a configuration management interface in an exemplary collection scenario, as shown in fig. 12, the configuration management interface may include an outbound flow configuration control and an outbound configuration control, the outbound flow configuration control is used for a user to input outbound flow configuration data, and the outbound configuration control is used for the user to input outbound configuration data.
With continued reference to fig. 12, the outbound flow configuration controls may include the flow tactical management controls, the jump branch controls, etc. shown in fig. 12, and the outbound configuration controls may include the transfer manual management controls, the call policy controls, etc. shown in fig. 12.
The process call operation management control is used for inputting call operation data of the call-out process nodes and used as a material of call-out response data of the call-out process nodes when the call-out process data is configured; the jumping branch control is used for inputting the jumping condition data of the outbound flow node for the material of the jumping condition of the outbound flow node when the outbound flow data is configured; the manual management switching control is used for configuring parameters of a manual response strategy switching mode of the outbound module, and the calling strategy control is used for configuring an outbound strategy of the outbound module.
Therefore, the user can conveniently and comprehensively manage and configure the outbound system by configuring the management module, and the management efficiency of the outbound system is improved.
In an embodiment, based on the embodiment shown in fig. 11, referring to fig. 13, the outbound system of this embodiment further includes a session debugging module, where the session debugging module is configured to obtain an outbound session debugging statement, and obtain an automatic reply statement corresponding to the outbound session debugging statement according to the outbound session debugging statement; and the session debugging module is also used for displaying an outbound session debugging statement and an automatic reply statement, wherein the outbound session debugging statement and the automatic reply statement are used for determining a session debugging result, and the session debugging result is used for representing whether each outbound flow node in the outbound flow data is normally jumped.
The session debugging module can display a session debugging interface through the display component, obtain the outbound session debugging statement through the session debugging interface, and display the outbound session debugging statement and the automatic reply statement on the session debugging interface so that a user can debug whether each outbound flow node in the outbound flow data of the target outbound scene is normally jumped.
Illustratively, referring to fig. 14, fig. 14 is a schematic diagram of an exemplary session debugging interface that may include a session presentation area, a first input control, a call-out control, a second input control, and an output control.
Illustratively, the session debugging module is further configured to obtain a voice debugging statement or a text debugging statement, and obtain an outbound session debugging statement based on the voice debugging statement or the text debugging statement.
Referring to fig. 14, in a text debugging scenario, a user may input a text debugging statement based on the second input control, and if the user clicks the output control, the session debugging module displays the text debugging statement as an outbound session debugging statement in the session display area.
In the scene of voice debugging, a user can input outbound information of the user based on a first input control and click the outbound control, a session debugging module sends the outbound information to an outbound module so as to outbound the user, in the outbound process, the outbound module can send voice debugging statements of the user to the session debugging module, the session debugging module converts the voice debugging statements into a text form, and the outbound session debugging statements are displayed in a session display area.
Furthermore, the session debugging module can also send the outbound session debugging statement to the outbound module, acquire the automatic reply statement corresponding to the outbound session debugging statement, and display the automatic reply statement in the session debugging module.
Therefore, by checking the display component, if the displayed automatic reply statement is the standard reply corresponding to the outbound session debugging statement, the user determines that the session debugging result is that each outbound flow node in the outbound flow data normally jumps, otherwise, determines that the session debugging result is that each outbound flow node in the outbound flow data does not normally jump, namely, the node jump of the outbound flow data is abnormal, and the user is favorable for timely maintaining and repairing under the condition that the node jump of the outbound flow data is abnormal, so that the outbound success rate is improved.
In an embodiment, based on the embodiment shown in fig. 13, referring to fig. 15, the outbound system of this embodiment further includes an outbound test module, where the outbound test module is configured to obtain a sample test question and a sample reply corresponding to the sample test question, obtain a target reply corresponding to the sample test question according to the outbound flow data, compare the sample reply and the target reply to obtain an outbound test result, and the outbound test result is used to characterize whether each outbound flow node in the outbound flow data is normally skipped.
In the embodiment of the application, the outbound test module can display a task interface through the display component for a user to configure a test task. For example, please refer to FIG. 16, which is a diagram illustrating an exemplary task interface based on which a user may configure a test task, which includes configuration information.
After the outbound test module detects a test task to be executed, the outbound test module can pull a sample test question and a sample reply corresponding to the sample test question from a sample library according to configuration information, then the outbound test module can obtain a target reply corresponding to the sample test question according to the outbound flow data, compare the sample reply with the target reply to obtain an outbound test result, if the sample reply and the target reply are the same, the outbound flow nodes in the outbound flow data are represented to jump normally, and if the sample reply and the target reply are different, the outbound flow nodes in the outbound flow data are represented to jump abnormally.
With reference to fig. 15, the outbound system of this embodiment further includes a sample configuration module, where the sample configuration module is configured to obtain a test sample, and store the test sample in a database, where the test sample includes a sample test question and a sample reply corresponding to the sample test question. Therefore, the outbound test module can effectively detect whether each outbound flow node in the outbound flow data normally jumps or not based on the test sample acquired by the sample configuration module.
Therefore, whether each outbound flow node in the outbound flow data is normally jumped or not is effectively detected, and therefore timely maintenance and repair are facilitated, and the outbound success rate is improved.
The implementation of each module in the outbound system provided by the embodiment of the present application may be in the form of a computer program, and the computer program may be run on a terminal or a server. Of course, the implementation of each module in the outbound system provided in the embodiment of the present application may also be in the form of hardware, for example, the module may be a separate server or an electronic device, for example, the module may also be embedded as a hardware component in the server or the electronic device, or all or part of each module in the outbound system may also be implemented by software, hardware, or a combination thereof.
In one embodiment, there is provided an outbound method for use in the outbound system of any one of the above, the method comprising:
step A1, the process configuration module obtains outbound process data for the target service scenario, where the outbound process data includes jump conditions corresponding to a plurality of outbound process nodes respectively and outbound response data corresponding to each outbound process node, and the outbound response data includes at least one of outbound dialogue data and on-hook instructions.
And step A2, the outbound module acquires intention data corresponding to the target object in the process of outbound of the target object corresponding to the target service scene, if the intention data is determined to meet the target skipping condition according to the outbound flow data, target outbound response data corresponding to the target skipping condition is determined, and outbound response is performed on the target object according to the target outbound response data.
For specific limitations of the outbound method provided in this embodiment, reference may be made to the above limitations of the outbound system, which is not described herein again.
The technical features of the above embodiments can be arbitrarily combined, and for the sake of brevity, all possible combinations of the technical features in the above embodiments are not described, but should be considered as the scope of the present specification as long as there is no contradiction between the combinations of the technical features.
The above examples only show some embodiments of the present invention, and the description thereof is more specific and detailed, but not construed as limiting the scope of the invention. It should be noted that, for a person skilled in the art, several variations and modifications can be made without departing from the inventive concept, which falls within the scope of the present invention. Therefore, the protection scope of the present patent shall be subject to the appended claims.
Claims (11)
1. An outbound system, the system comprising:
the system comprises a process configuration module, a call-out processing module and a call-out processing module, wherein the process configuration module is used for acquiring call-out process data aiming at a target service scene, the call-out process data comprises jump conditions corresponding to a plurality of call-out process nodes respectively and call-out response data corresponding to each call-out process node, and the call-out response data comprises at least one of call-out dialogue data and a call-on instruction;
and the outbound module is used for acquiring intention data corresponding to the target object in the process of outbound of the target object corresponding to the target service scene, determining target outbound response data corresponding to the target skipping condition if the intention data meets the target skipping condition according to the outbound flow data, and performing outbound response on the target object according to the target outbound response data.
2. The system according to claim 1, wherein the outbound flow data further includes a triggering condition corresponding to the outbound triggering node and an outbound triggering instruction, and the outbound module is further configured to, if a triggering event meeting the triggering condition is detected, obtain outbound information corresponding to the target object according to an instruction of the outbound triggering instruction, and initiate an outbound to the target object according to the outbound information.
3. The system of claim 1, further comprising:
the global event module is used for acquiring global event data, and the global event data comprises a global condition and a response strategy corresponding to the global condition;
and the outbound module is further used for carrying out outbound response on the target object according to the response strategy if the intention data meets the global condition according to the global event data.
4. The system of claim 1, further comprising:
the intention configuration module is used for acquiring a sample intention aiming at the target service scene and a similar question sentence corresponding to the sample intention, wherein the similar question sentence is user input acquired based on a preset question sentence template;
the outbound module is further used for acquiring dialogue data corresponding to the target object and acquiring the intention data according to the dialogue data, the sample intention and the similar question;
wherein the intention data at least comprises a target intention corresponding to the dialogue data.
5. The system of claim 1, further comprising:
the word slot configuration module is used for acquiring a sample word slot aiming at the target service scene and a sample sentence corresponding to the sample word slot, wherein the sample word slot is used for representing entity information in the sample sentence;
the outbound module is further used for acquiring dialogue data corresponding to the target object and acquiring the intention data according to the dialogue data, the sample word slot and the sample statement;
wherein the intention data at least comprises a target word slot corresponding to the dialogue data.
6. The system of claim 1, further comprising:
the configuration management module is used for acquiring outbound process configuration data and outbound configuration data, the outbound process configuration data is used for configuring the outbound process data, and the outbound configuration data is used for the outbound module to outbound the target object based on the outbound configuration data.
7. The system of claim 1, further comprising:
the session debugging module is used for acquiring an outbound session debugging statement and acquiring an automatic reply statement corresponding to the outbound session debugging statement according to the outbound session debugging statement;
the session debugging module is further configured to display the outbound session debugging statement and the automatic reply statement, where the outbound session debugging statement and the automatic reply statement are used to determine a session debugging result, and the session debugging result is used to characterize whether each outbound flow node in the outbound flow data skips normally.
8. The system of claim 7, wherein the session debugging module is further configured to obtain a voice debugging statement or a text debugging statement, and obtain the outbound session debugging statement based on the voice debugging statement or the text debugging statement.
9. The system of claim 1, further comprising:
and the outbound test module is used for acquiring a sample test question and a sample reply corresponding to the sample test question, acquiring a target reply corresponding to the sample test question according to the outbound flow data, and comparing the sample reply and the target reply to obtain an outbound test result, wherein the outbound test result is used for representing whether each outbound flow node in the outbound flow data is normally jumped or not.
10. The system of claim 9, further comprising:
and the sample configuration module is used for obtaining a test sample and storing the test sample in a database, wherein the test sample comprises the sample test question and the sample reply corresponding to the sample test question.
11. An outbound method for use in an outbound system according to any one of claims 1 to 10, the method comprising:
the method comprises the steps that a flow configuration module obtains outbound flow data aiming at a target service scene, wherein the outbound flow data comprise jump conditions corresponding to a plurality of outbound flow nodes respectively and outbound response data corresponding to each outbound flow node, and the outbound response data comprise at least one of outbound dialogue data and on-hook instructions;
and the outbound module acquires intention data corresponding to the target object in the process of outbound of the target object corresponding to the target service scene, determines target outbound response data corresponding to the target skipping condition if the intention data meets the target skipping condition according to the outbound flow data, and performs outbound response on the target object according to the target outbound response data.
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