CN113556430B - 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 flow configuration module is used for acquiring outbound flow data aiming at a target service scene, wherein the outbound flow data comprises a jump condition corresponding to a plurality of outbound flow nodes respectively and outbound response data corresponding to each outbound flow node, and the outbound response data comprises at least one of outbound dialogue data and an on-hook instruction; and the outbound module is used for acquiring intention data corresponding to the target object in the outbound process of the target object corresponding to the target service scene, determining target outbound response data corresponding to the target jump condition if the intention data meets the target jump 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 for user terminals. The advantages of outbound systems over traditional manual calls are significant, such as high efficiency, low operating costs, etc.
In view of the significant advantages of the outbound system, the outbound system is widely applied in different business scenarios in many industries at present, for example, in the field of financial science and technology, a financial institution can collect users 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 at present.
Disclosure of Invention
Based on the above, 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 system, including:
the flow configuration module is used for acquiring outbound flow data aiming at a target service scene, wherein the outbound flow data comprises a jump condition corresponding to a plurality of outbound flow nodes respectively and outbound response data corresponding to each outbound flow node, and the outbound response data comprises at least one of outbound dialogue data and an on-hook instruction;
and the outbound module is used for acquiring intention data corresponding to the target object in the outbound process of the target object corresponding to the target service scene, determining target outbound response data corresponding to the target jump condition if the intention data meets the target jump 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 trigger condition and an outbound trigger instruction corresponding to an outbound trigger node, and the outbound module is further configured to obtain outbound information corresponding to the target object according to the indication of the outbound trigger instruction if a trigger event satisfying the trigger condition is detected, 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, wherein the global event data comprises global conditions and response strategies corresponding to the global conditions;
and the outbound module is further configured to, if the intention data is determined to satisfy the global condition according to the global event data, perform outbound response on the target object according to the response policy.
In one embodiment, the system further comprises:
the intention configuration module is used for acquiring sample intention aiming at the target business scene and similar questions corresponding to the sample intention, wherein the similar questions are user input acquired based on a preset question template;
the outbound module is further configured to obtain dialogue data corresponding to the target object, and obtain the intent data according to the dialogue data, the sample intent and the similar question;
The intention data at least comprises 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 configured to obtain dialogue data corresponding to the target object, and obtain the intent data according to the dialogue data, the sample word groove and the sample sentence;
the intention data at least comprises a target word groove corresponding to the dialogue data.
In one embodiment, the system further comprises:
the configuration management module is used for acquiring outbound flow configuration data and outbound configuration data, the outbound flow configuration data is used for configuring 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 embodiment, the system further comprises:
the session debugging module is used for acquiring outbound session debugging sentences and acquiring automatic reply sentences corresponding to the outbound session debugging sentences according to the outbound session debugging sentences;
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 jumps normally.
In one embodiment, the session debug module is further configured to obtain a voice debug statement or a text debug statement, and obtain the outbound session debug statement based on the voice debug statement or the text debug statement.
In one embodiment, the system further comprises:
the outbound test module is used for acquiring a sample test question and a sample answer corresponding to the sample test question, acquiring a target answer corresponding to the sample test question according to the outbound flow data, and comparing the sample answer with the target answer 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 jumps normally or not.
In one embodiment, the system further comprises:
the sample configuration module is used for acquiring a test sample and storing the test sample in a database, wherein the test sample comprises the sample test question sentence and the sample answer corresponding to the sample test question sentence.
In a second aspect, an embodiment of the present application provides an outbound method, which is used in the outbound system described in 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 comprises 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 comprises at least one of outbound dialogue data and an on-hook instruction;
and the outbound module acquires intention data corresponding to the target object in the outbound process of the target object corresponding to the target service scene, determines target outbound response data corresponding to the target jump condition if the intention data meets the target jump 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 that technical scheme that this application embodiment provided include at least:
the outbound system comprises a flow configuration module and an outbound module, wherein the flow configuration module is used for acquiring outbound flow data aiming at a target service scene, the outbound flow data comprises a jump condition corresponding to a plurality of outbound flow nodes respectively and outbound response data corresponding to each outbound flow 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 outbound process of the target object corresponding to the target service scene, and if the intention data is determined to meet the target jump condition according to the outbound flow data, the target outbound response data corresponding to the target jump condition is determined, and outbound response is carried out on the target object according to the target outbound response data; in this way, the flow configuration module can acquire outbound flow data of a target service scene alone, in the process that the outbound module performs outbound on a target object corresponding to the target service scene, the target service scene can be utilized to perform outbound response in a targeted manner, so that outbound is realized in the target service scene, and the target service scene can be any service scene needing outbound, therefore, the embodiment of the application does not need to configure a special outbound system for each different service scene, if the outbound system needs to be applied to a certain service scene, the flow configuration module acquires the targeted outbound flow data of the service scene, and the outbound module can be matched with the service scene to perform targeted outbound, so that the outbound system can be matched with any service scene needing outbound, and the outbound flexibility of the outbound system is improved.
Drawings
FIG. 1 is an application environment diagram of an outbound system provided by one embodiment;
FIG. 2 is a schematic diagram of an outbound system according to one embodiment;
FIG. 3 is a schematic diagram of an exemplary business scenario management interface provided by another embodiment;
FIG. 4 is a schematic diagram of a flow configuration interface in an exemplary revenue-driven scenario according to another embodiment;
fig. 5 is a schematic diagram of an outbound system according to another embodiment;
FIG. 6 is a schematic diagram of a global event configuration interface in an exemplary revenue scene provided by another embodiment;
fig. 7 is a schematic diagram of an outbound system according to another embodiment;
FIG. 8 is a schematic diagram of an intent management interface in an exemplary revenue-generating scenario provided by another embodiment;
fig. 9 is a schematic diagram of an outbound system according to another embodiment;
FIG. 10 is a schematic diagram of a word slot management interface in an exemplary revenue-promoting scenario, provided by another embodiment;
fig. 11 is a schematic diagram of an outbound system according to another embodiment;
FIG. 12 is a schematic diagram of an exemplary configuration management interface in a revenue generation scenario according to another embodiment;
fig. 13 is a schematic diagram of an outbound system according to another embodiment;
FIG. 14 is a schematic diagram of a session debug interface in an exemplary revenue-driven scenario provided by another embodiment;
fig. 15 is a schematic diagram of an outbound system according to another embodiment;
fig. 16 is a schematic diagram of a task interface in an exemplary revenue generating 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 will be further described in detail with reference to the accompanying drawings and examples. It should be understood that the specific embodiments described herein are for purposes of illustration only 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 in the traditional technology, the outbound flexibility of the outbound system is low under the condition that the outbound system is widely applied to various business scenes of various industries. The following will specifically describe the technical solutions of the present application and how the technical solutions of the present application solve the above technical problems by means of examples and with reference to the accompanying drawings. The following embodiments may be combined with each other, and the same or similar concepts or processes may not be described in detail in some embodiments.
The technical solutions related to the embodiments of the present application are described below in conjunction with the scenarios applied by the embodiments of the present application.
Fig. 1 is a schematic diagram of an implementation environment related to an outbound 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 communication between the outbound system 101 and the terminal 102 may be performed 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 smart phone, tablet, personal computer, notebook, in-vehicle device, or the like.
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 obtain outbound flow data for a target service scenario, where the outbound flow data includes a skip condition corresponding to a plurality of outbound flow nodes and outbound response data corresponding to each outbound flow node, and the outbound response data includes at least one of outbound session data and an on-hook instruction; the outbound module 1012 is configured to obtain intention data corresponding to the target object during outbound 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 the intention data meets the target jump condition according to the outbound flow data, and perform 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 that includes a flow configuration module for obtaining outbound flow data for a targeted traffic scenario.
The target service scenario may be any service scenario requiring outbound, for example, the target service scenario may be a loan-prompting scenario in the field of financial and science technology, a credit card repayment reminding scenario, a user return visit scenario in the field of electronic commerce, a telephone sales scenario in the field of marketing, a scenario in which an online service field performs communication return visit on a potential user, and the like, where the specific type of the target service scenario is not limited.
In this embodiment of the present application, the outbound flow data includes a skip condition corresponding to each of the plurality of outbound flow nodes and outbound response data corresponding to each of the outbound flow nodes, where the outbound response data includes at least one of outbound session data and an on-hook instruction.
The outbound flow node refers to a node of which an outbound system needs to respond in the outbound process. Illustratively, the method may be, for example, a clarifying node, an on-hook node, and the like, where the clarifying node is a standard session node for configuring outbound session data, the on-hook node is a session termination node, and on-hook instructions may be configured. Each outbound flow node has its corresponding jump condition, which may be intent data, such as a graph/word slot, and outbound response data, which may be at least one of outbound dialogue data and on-hook instructions.
The following describes a manner in which the flow configuration module obtains outbound flow data for a target traffic scenario.
If the outbound system needs to outbound any target object corresponding to the target service scene for the first time, that is, the outbound system is not applied to the target service scene in the history outbound process, the flow configuration module may obtain the targeted outbound flow data of the target service scene configured by the user.
As an implementation manner, the outbound system may further include a display component, through which the flow configuration module displays a service scenario management interface, where the service scenario management interface may be used for a user to add a new target service scenario.
Referring to fig. 3, a schematic diagram of an exemplary business scenario management interface is shown. As shown in fig. 3, the service scenario management interface may include a new scenario control, and the user may add a target service scenario based on the new scenario control. After the user clicks the new scene control, the flow configuration module may display a flow configuration interface through the display component, so that the user may set targeted outbound flow data of the target service scene.
Taking the target outbound scenario as an example of a collection scenario in the financial technology field, referring to fig. 4, a schematic diagram of a flow configuration interface in an exemplary collection scenario is shown. As shown in fig. 4, the user may configure outbound flow data of the target service scenario based on the flow configuration interface, where the plurality of outbound flow nodes may include "1.1 beginning words", "2.1 reconfirming identity", "3.1 explaining incoming call cause", and so on, and the user may configure corresponding jump conditions and corresponding outbound response data for each outbound flow node respectively, 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 obtains the outbound flow data for the target service scenario.
As an implementation manner, the flow configuration interface may further include a modification control and a deletion control, so that, in a case that a service flow in the target service scenario changes, the user may modify or delete outbound flow data of the target service scenario according to an actual service requirement.
If the outbound system is applied to the target service scenario in the history outbound process, that is, the outbound system has outbound any object corresponding to the target service scenario in the history outbound process, 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 obtains the outbound flow data for the target service scene, the outbound system can utilize the outbound flow data of the target service scene to carry out outbound in the process of carrying out outbound on the target object corresponding to the target service scene.
In this embodiment of the present invention, the outbound system further includes an outbound module, where the outbound module is configured to obtain, during outbound of a target object corresponding to a target service scenario, intent data corresponding to the target object, determine target outbound response data corresponding to a target jump condition if the intent data meets the target jump condition according to the outbound flow data, and perform 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 the outbound module can call a voice central control interface to initiate an outbound to the terminal of the target object.
In the outbound process, the outbound module can acquire dialogue data of the target object, and the outbound module can perform operations such as intention recognition, semantic recognition and the like on the dialogue data to obtain intention data corresponding to the target object, wherein the intention data can be information such as user intention or word slots. In this way, 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.
If the intention data corresponding to the target object is detected to meet the target jump condition, the outbound module determines target outbound response data corresponding to the target jump condition according to outbound flow data of the target service scene, and performs outbound response on the target object according to the target outbound response data.
As an example, please continue to refer to fig. 4, the outbound flow node "3.1 illustrates that the jump condition corresponding to the incoming call cause" is "yes" and the outbound response data corresponding to the outbound call cause includes outbound call dialogue data, for example, "you are well, you have overdue the credit card with the bank tail number 1, the bill amount is a element, the lowest repayment b element asks you to be able to repay the arrearage before 8 pm, so if the outbound call module determines that the intention data of the target object meets the jump condition, for example, the dialogue data of the target object is" i am "," i am is XXX ", and the outbound call module sends the outbound call dialogue data corresponding to the outbound call cause" 3.1 illustrates the incoming call cause "to the terminal of the target object for listening by the target object.
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.
The outbound system comprises a flow configuration module and an outbound module, wherein the flow configuration module is used for acquiring outbound flow data aiming at a target service scene, the outbound flow data comprises a jump condition corresponding to a plurality of outbound flow nodes respectively and outbound response data corresponding to each outbound flow 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 outbound process of the target object corresponding to the target service scene, and if the intention data is determined to meet the target jump condition according to the outbound flow data, the target outbound response data corresponding to the target jump condition is determined, and outbound response is carried out on the target object according to the target outbound response data; in this way, the flow configuration module can acquire outbound flow data of a target service scene alone, in the process that the outbound module performs outbound on a target object corresponding to the target service scene, the outbound response can be performed by using the target service scene to perform outbound response, so that the outbound can be implemented, and the target service scene can be any service scene needing outbound.
In a possible implementation manner, the outbound flow data further includes a trigger condition and an outbound trigger instruction corresponding to the outbound trigger node, and the outbound module is further configured to, if a trigger event satisfying the trigger condition is detected, obtain outbound information corresponding to the target object according to an instruction of the outbound trigger instruction, and initiate an outbound to the target object according to the outbound information.
The triggering condition may be, for example, reaching a set outbound time, and if the outbound module detects that the current system time reaches the outbound time of the set target object, the outbound module obtains outbound information corresponding to the target object, where the outbound information may include, for example, client information of the target object, and the client information includes, for example, a phone 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 be that the number of outgoing calls of the target object does not reach the preset number threshold value within the preset period of time, or the like, which is not particularly limited herein.
The outbound triggering instruction may include an identity of the target object, and the outbound module may screen the database for outbound information corresponding to the target object according to the identity.
The outbound flow data may further include a call jump condition and a call trigger instruction corresponding to a call node (such as an API node shown in fig. 4), where the call jump condition may be, for example, that if the outbound module detects the outbound trigger instruction, the outbound module calls outbound information corresponding to the target object from a third party according to an instruction of the call trigger instruction, so that the outbound module may obtain the outbound information corresponding to the target object and initiate an outbound for the target object according to the outbound information.
In the embodiment of the application, aiming at a specific service scene, the flow configuration module can acquire the outbound flow data with rich outbound flow node types, which is beneficial to improving the outbound effect.
In one embodiment, based on the embodiment shown in fig. 2, referring to fig. 5, the paging system of the present 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 refers to 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 service requirements.
In this embodiment of the present application, as an implementation manner, the global event module may display, through a display component, a global event configuration interface, where the global event configuration interface is used for a user to create a global event.
Referring to fig. 6, a schematic diagram of a global event configuration interface in an exemplary revenue-promoting scenario is shown, and 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 this embodiment of the present application, the outbound module is further configured to, if it is determined, according to the global event data, that the intention data of the target object meets the global condition, perform outbound response on the target object according to the response policy.
Illustratively, the global condition, such as the outbound module detecting that the intent data of the target object is "manual" is the outbound module, and the outbound module switches the outbound flow to manual service.
In one 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 instruction of the global event data if preset global event data is detected. For example, the preset global event data includes fields or identifiers such as a word slot, a word slot assignment, a clearing parameter, a parameter assignment, and the like, and the global event processing module performs processing operations such as the word slot, the word slot assignment, the clearing parameter, the parameter assignment, and the like.
According to the embodiment of the invention, the global event module can conveniently acquire global event data without independently configuring the same jump condition and the same outbound response data for each outbound flow node at the flow configuration interface by a user, thereby improving the configuration efficiency of the outbound flow data and the operation efficiency of an outbound system.
In one embodiment, based on the embodiment shown in fig. 5, referring to fig. 7, the call-out system of the present embodiment further includes an intention configuration module, where the intention configuration module is configured to obtain a sample intention for the target service scene and a similar question corresponding to the sample intention, and the similar question is a user input obtained based on a preset question template.
In an outbound system, intended to define a certain intention or purpose of an outbound object, an outbound module needs to recognize its intention as intention data from dialogue data of the outbound object. For example, if the dialogue data of the target object is "yes", it is intended to be "principal".
In the embodiment of the application, the intention configuration module can acquire the sample intention and the similar question corresponding to the sample intention aiming at the target service scene, so that the intention recognition model can be trained based on the sample intention and the similar question corresponding to the sample intention, and the intention recognition model is used for the outbound module to perform intention recognition.
In one possible implementation, the intent configuration module may expose, via an exposure component, an intent management interface for a user to input sample intent for a target business scenario and similar question corresponding to the sample intent.
Referring to fig. 8, a schematic diagram of an intent management interface in an exemplary revenue-generating scenario is shown. As shown in FIG. 8, the intent management interface may include at least a create intent control, but may also include an import intent control, an export intent control, and so on as shown in FIG. 8.
Thus, the user can input the sample intention aiming at the collection scene and the similar question corresponding to the sample intention by clicking the creation intention control. Or, the user clicks the creating 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 a similar question corresponding to the sample intention.
As one implementation mode, under the condition that the user inputs similar questions, the intention management interface can also display a preset question template for the user to input the similar questions based on the preset question template, so that the data effectiveness of the similar questions input by the user can be improved.
In this embodiment of the present application, the outbound module is further configured to obtain dialogue data corresponding to the target object, and obtain intent data according to the dialogue data, the sample intent, and the similar question.
As described above, the intention recognition model may be trained based on the sample intention and the similar question corresponding to the sample intention, so that the outbound 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 the intention data of the target object, where the intention data includes at least the target intention corresponding to the dialogue data.
It should be noted that, the process of training the intention recognition model based on the sample intention and the similar question corresponding to the sample intention may be executed by any module of the outbound system, or may be executed by a model training module specifically configured by the outbound system, or may be executed by a server other than the outbound system, which is not limited herein.
In this way, the outbound system can conveniently obtain the sample intention aiming at the target service scene and the similar questions corresponding to the sample intention through the intention configuration module, so that the intention recognition of the outbound system is facilitated, and the intelligence and the functional richness of the outbound system are improved.
In one embodiment, based on the embodiment shown in fig. 7, referring to fig. 9, the call exception 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 sentence corresponding to the sample word slot, and the sample word slot is used to characterize entity information in the sample sentence.
In the outbound system, word slots are used to extract entity information, such as time, place, amount, etc., in dialogue data of outbound objects. For example, if the dialogue data of the target object is "i 1 month 1 can pay 500 yuan", the word slot date "1 month 1" and the payment amount "500 yuan" can be extracted.
In one possible implementation, the word slot configuration module may present, via the presentation component, a word slot management interface for a user to input a sample word slot for a target business scenario and a sample sentence corresponding to the sample word slot.
Referring to fig. 10, a schematic diagram of a word slot management interface in an exemplary revenue-promoting scenario is shown, where the word slot management interface may include at least a create word slot control, and of course may include an import word slot control, an export word slot control, and so on as shown in fig. 10.
Similar to the intention management interface, a user can input a sample word slot for a collection scene and a sample sentence corresponding to the sample word slot 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 a display component, and the user can input the sample sentence corresponding to the sample word slot by clicking the editing control.
In this embodiment, the outbound module is further configured to obtain dialogue data corresponding to the target object, and obtain intent data according to the dialogue data, the sample word slot, and the sample sentence.
The outbound module can learn to acquire key semantic information in the user dialogue data in a slot filling mode according to the sample word slots and the sample sentences, and extract word slots according to the dialogue data of the target object in the outbound scene, so as to obtain the intention data at least comprising the target word slots corresponding to the dialogue data.
Therefore, the outbound system can conveniently acquire the sample word groove aiming at the target service scene and the sample sentence corresponding to the sample word groove through the word groove configuration module, so that the word groove of the outbound system is conveniently identified, and the intelligence and the functional richness of the outbound system are improved.
In one embodiment, referring to fig. 11, the outbound system further includes a configuration management module, where the configuration management module is configured to obtain outbound flow configuration data and outbound configuration data, where 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 the user to enter outbound flow configuration data and outbound configuration data.
Referring to fig. 12, a schematic diagram of a configuration management interface in an exemplary revenue-promoting scenario is shown, where the configuration management interface may include an outbound flow configuration control for a user to input outbound flow configuration data and an outbound configuration control for a user to input outbound configuration data, as shown in fig. 12.
With continued reference to fig. 12, the outbound flow configuration controls may include the flow call management control, the jump branch control, etc. shown in fig. 12, and the outbound configuration controls may include the transfer manual management control, the call policy control, etc. shown in fig. 12.
The flow call management control is used for inputting the call data of the outbound flow node and is used as the material of outbound response data of the outbound flow node when the outbound flow data is configured; the jump branch control is used for inputting jump condition data of the outbound flow node and is used as a material of the jump condition of the outbound flow node when the outbound flow data is configured; the transfer manual management control is used for configuring parameters of a transfer manual response strategy of the outbound module, the call strategy control is used for configuring an outbound strategy of the outbound module, and the like.
Therefore, through the configuration management module, the user can conveniently and conveniently perform comprehensive management configuration on the outbound system, and the management efficiency of the outbound system is improved.
In one embodiment, based on the embodiment shown in fig. 11, referring to fig. 13, the outbound system of this embodiment further includes a session debug module, where the session debug module is configured to obtain outbound session debug statements, and obtain automatic reply statements corresponding to the outbound session debug statements according to the outbound session debug statements; the session debugging module is also used for displaying outbound session debugging sentences and automatic reply sentences, wherein the outbound session debugging sentences and the automatic reply sentences are used for determining session debugging results, and the session debugging results are used for representing whether each outbound flow node in the outbound flow data normally jumps or not.
The session debugging module can display a session debugging interface through the display component, acquire outbound session debugging sentences through the session debugging interface, and display the outbound session debugging sentences and the automatic reply sentences on the session debugging interface so as to enable a user to debug whether each outbound flow node in outbound flow data of a target outbound scene jumps normally or not.
Referring to fig. 14 for an example, fig. 14 is a schematic diagram of an example session debugging interface that may include a session presentation area, a first input control, an outbound control, a second input control, and an output control.
The session debugging module is further used for acquiring a voice debugging statement or a text debugging statement and acquiring an outbound session debugging statement based on the voice debugging statement or the text debugging statement.
With continued reference to fig. 14, in the context of text debugging, the user may input a text debug statement based on the second input control, and if the user clicks the output control, the session debug module presents the text debug statement as an outbound session debug statement in the session presentation area.
Under the scene of voice debugging, a user can input outbound information of the user based on a first input control, click on the outbound control, the session debugging module sends the outbound information to the outbound module so as to outbound the user, in the outbound process, the outbound module can send voice debugging sentences of the user to the session debugging module, the session debugging module converts the voice debugging sentences into text forms, and the outbound session debugging sentences 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 an automatic reply statement corresponding to the outbound session debugging statement, and display the automatic reply statement in the session debugging module.
In this way, 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 is normally jumped, otherwise, determines that the session debugging result is that each outbound flow node in the outbound flow data is not normally jumped, that is, that the node jump of the outbound flow data is abnormal, and is favorable for timely maintenance and repair under the condition that the node jump of the outbound flow data is abnormal, so that the outbound success rate is improved.
In one embodiment, referring to fig. 15, based on the embodiment shown in fig. 13, the outbound test system further includes an outbound test module, where the outbound test module is configured to obtain a sample test question and a sample answer corresponding to the sample test question, obtain a target answer corresponding to the sample test question according to outbound flow data, compare the sample answer and the target answer 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 jumps normally.
In the embodiment of the application, the outbound test module can display the task interface through the display component for a user to configure the test task. For example, please refer to fig. 16, which is a schematic diagram of an exemplary task interface, on the basis of which a user can configure a test task, the test task including configuration information.
After the outbound test module detects a test task to be executed, a sample test question and a sample answer corresponding to the sample test question can be pulled from a sample library according to configuration information, then the outbound test module can acquire a target answer corresponding to the sample test question according to outbound flow data, the sample answer and the target answer are compared to obtain an outbound test result, if the sample answer and the target answer are the same, normal jump of each outbound flow node in the outbound flow data is represented, and if the sample answer and the target answer are different, abnormal jump of each outbound flow node in the outbound flow data is represented.
With continued reference to fig. 15, the call-out 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 the database, where the test sample includes a sample test question and a sample answer corresponding to the sample test question. In this way, 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, the effective detection of whether each outbound flow node in the outbound flow data normally jumps is realized, so that the maintenance and repair can be carried out in time, and the outbound success rate is improved.
The implementation of each module in the outbound system provided in the embodiments of the present application may be in the form of a computer program, which 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 a hardware form, 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 as claimed in any one of the preceding claims, the method including:
step A1, a flow configuration module acquires outbound flow data aiming at a target service scene, wherein the outbound flow data comprises a jump condition corresponding to a plurality of outbound flow nodes respectively and outbound response data corresponding to each outbound flow node, and the outbound response data comprises at least one of outbound dialogue data and an on-hook instruction.
And step A2, the outbound module acquires intention data corresponding to the target object in the outbound process of the target object corresponding to the target service scene, determines target outbound response data corresponding to the target jump condition if the intention data meets the target jump condition according to the outbound flow data, and performs outbound response on the target object according to the target outbound response data.
The specific limitation of the outbound method provided in this embodiment may be referred to the limitation of the outbound system in the above, and will not be described herein.
The technical features of the above embodiments may be arbitrarily combined, and all possible combinations of the technical features in the above embodiments are not described for brevity of description, however, as long as there is no contradiction between the combinations of the technical features, they should be considered as the scope of the description.
The foregoing examples illustrate only a few embodiments of the invention, which are described in detail and are not to be construed as limiting the scope of the invention. It should be noted that it will be apparent to those skilled in the art that several variations and modifications can be made without departing from the spirit of the invention, which are all within the scope of the invention. Accordingly, the scope of protection of the present invention is to be determined by the appended claims.
Claims (9)
1. An outbound system, the system comprising:
the flow configuration module is used for acquiring outbound flow data aiming at a target service scene, wherein the outbound flow data comprises a jump condition corresponding to a plurality of outbound flow nodes respectively and outbound response data corresponding to each outbound flow node, and the outbound response data comprises at least one of outbound dialogue data and an on-hook instruction; the target business scene comprises at least one of a loan prompting scene, a credit card repayment reminding scene, a user return visit scene, a telephone sales scene and an online service scene in the financial and scientific field, wherein the user return visit scene is in the electronic commerce field, and the scene is used for carrying out communication return visit on potential users in the online service field; the jump condition is intent data including intent or word slots; the outbound flow node comprises a clarification node or a hanging-up node; the clarification node is a standard dialogue node and is used for configuring the outbound dialogue data;
the flow configuration module is further configured to obtain outbound flow data configured by a user and aimed at the target service scene when the outbound system performs outbound on any target object corresponding to the target service scene for the first time;
The flow configuration module is also used for displaying a flow configuration interface through a display assembly; the flow configuration interface is used for the user to set outbound flow data aimed at the target service scene;
the outbound module is used for acquiring intention data corresponding to the target object in the outbound process of the target object corresponding to the target service scene, determining target outbound response data corresponding to the target jump condition if the intention data meets the target jump condition according to the outbound flow data, and calling a voice central control interface to perform outbound response on the target object according to the target outbound response data;
the global event module is used for acquiring global event data, wherein the global event data comprises global conditions and response strategies corresponding to the global conditions; the global condition refers to a jump condition applicable to a plurality of or all outbound flow nodes in the outbound flow data;
the outbound module is further configured to, if it is determined that the intention data of the target object meets the global condition according to the global event data, perform outbound response on the target object according to the response policy;
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 sample word slots and the sample sentences corresponding to the sample word slots are used for learning to acquire key semantic information in user dialogue data in a slot filling mode;
the outbound module is further configured to obtain dialogue data corresponding to the target object, and obtain the intent data according to the dialogue data, the sample word groove and the sample sentence;
the intention data at least comprises a target word groove corresponding to the dialogue data.
2. The system of claim 1, wherein the outbound flow data further includes a trigger condition corresponding to an outbound trigger node and an outbound trigger instruction, and the outbound module is further configured to, if a trigger event satisfying the trigger condition is detected, obtain outbound information corresponding to the target object according to an instruction of the outbound trigger instruction, and initiate an outbound for the target object according to the outbound information.
3. The system of claim 1, wherein the system further comprises:
The intention configuration module is used for acquiring sample intention aiming at the target business scene and similar questions corresponding to the sample intention, wherein the similar questions are user input acquired based on a preset question template;
the outbound module is further configured to obtain dialogue data corresponding to the target object, and obtain the intent data according to the dialogue data, the sample intent and the similar question;
the intention data at least comprises target intention corresponding to the dialogue data.
4. The system of claim 1, wherein the system further comprises:
the configuration management module is used for acquiring outbound flow configuration data and outbound configuration data, the outbound flow configuration data is used for configuring 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.
5. The system of claim 1, wherein the system further comprises:
the session debugging module is used for acquiring outbound session debugging sentences and acquiring automatic reply sentences corresponding to the outbound session debugging sentences according to the outbound session debugging sentences;
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 jumps normally.
6. The system of claim 5, wherein the conversation debug module is further configured to obtain a voice debug statement or a text debug statement and obtain the outbound conversation debug statement based on the voice debug statement or the text debug statement.
7. The system of claim 1, wherein the system further comprises:
the outbound test module is used for acquiring a sample test question and a sample answer corresponding to the sample test question, acquiring a target answer corresponding to the sample test question according to the outbound flow data, and comparing the sample answer with the target answer 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 jumps normally or not.
8. The system of claim 7, wherein the system further comprises:
The sample configuration module is used for acquiring a test sample and storing the test sample in a database, wherein the test sample comprises the sample test question sentence and the sample answer corresponding to the sample test question sentence.
9. An outbound method for use in an outbound system as claimed in any one of claims 1 to 8, 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 comprises 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 comprises at least one of outbound dialogue data and an on-hook instruction; the target business scene comprises at least one of a loan prompting scene, a credit card repayment reminding scene, a user return visit scene, a telephone sales scene and an online service scene in the financial and scientific field, wherein the user return visit scene is in the electronic commerce field, and the scene is used for carrying out communication return visit on potential users in the online service field; the jump condition is intent data including intent or word slots; the outbound flow node comprises a clarification node or a hanging-up node; the clarification node is a standard dialogue node and is used for configuring the outbound dialogue data;
The outbound module acquires intention data corresponding to a target object in the outbound process of the target object corresponding to the target service scene, if the intention data meets a target jump condition according to the outbound flow data, determines target outbound response data corresponding to the target jump condition, and calls a voice central control interface to carry out outbound response on the target object according to the target outbound response data;
the process configuration module obtains outbound process data for a target service scene, including:
when the outbound system performs outbound on any target object corresponding to the target service scene for the first time, the flow configuration module displays a flow configuration interface through a display component to acquire outbound flow data aiming at the target service scene configured by a user;
the method further comprises the steps of:
the global event module acquires global event data; the global event data comprises global conditions and response strategies corresponding to the global conditions, wherein the global conditions refer to jump conditions applicable to a plurality of or all outbound flow nodes in the outbound flow data;
if the intention data of the target object meets the global condition according to the global event data, the outbound module performs outbound response on the target object according to the response strategy;
The method further comprises the steps of:
the word slot configuration module acquires a sample word slot aiming at the target service scene and a sample sentence corresponding to the sample word slot; the sample word slots are used for representing entity information in the sample sentences, and the sample word slots and the sample sentences corresponding to the sample word slots are used for learning to acquire key semantic information in user dialogue data in a slot filling mode;
the method further comprises the steps of:
the outbound module acquires dialogue data corresponding to the target object, and acquires the intention data according to the dialogue data, the sample word groove and the sample sentence;
the intention data at least comprises a target word groove corresponding to the dialogue data.
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