CN113691684A - Outbound method, device, system, computer equipment and storage medium - Google Patents

Outbound method, device, system, computer equipment and storage medium Download PDF

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Publication number
CN113691684A
CN113691684A CN202110924377.6A CN202110924377A CN113691684A CN 113691684 A CN113691684 A CN 113691684A CN 202110924377 A CN202110924377 A CN 202110924377A CN 113691684 A CN113691684 A CN 113691684A
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outbound
data
machine response
target server
response data
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CN202110924377.6A
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CN113691684B (en
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常向月
刘杰
杨晓璐
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Shenzhen Zhuiyi Technology Co Ltd
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Shenzhen Zhuiyi Technology Co Ltd
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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/527—Centralised call answering arrangements not requiring operator intervention
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/08—Speech classification or search
    • G10L15/18—Speech classification or search using natural language modelling
    • G10L15/1822—Parsing for meaning understanding
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/22—Procedures used during a speech recognition process, e.g. man-machine dialogue
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/26—Speech to text systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/02—Protocols based on web technology, e.g. hypertext transfer protocol [HTTP]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/50—Network services
    • H04L67/55—Push-based network services
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L9/00—Cryptographic mechanisms or cryptographic arrangements for secret or secure communications; Network security protocols
    • H04L9/32—Cryptographic mechanisms or cryptographic arrangements for secret or secure communications; Network security protocols including means for verifying the identity or authority of a user of the system or for message authentication, e.g. authorization, entity authentication, data integrity or data verification, non-repudiation, key authentication or verification of credentials
    • H04L9/3263—Cryptographic mechanisms or cryptographic arrangements for secret or secure communications; Network security protocols including means for verifying the identity or authority of a user of the system or for message authentication, e.g. authorization, entity authentication, data integrity or data verification, non-repudiation, key authentication or verification of credentials involving certificates, e.g. public key certificate [PKC] or attribute certificate [AC]; Public key infrastructure [PKI] arrangements
    • H04L9/3268—Cryptographic mechanisms or cryptographic arrangements for secret or secure communications; Network security protocols including means for verifying the identity or authority of a user of the system or for message authentication, e.g. authorization, entity authentication, data integrity or data verification, non-repudiation, key authentication or verification of credentials involving certificates, e.g. public key certificate [PKC] or attribute certificate [AC]; Public key infrastructure [PKI] arrangements using certificate validation, registration, distribution or revocation, e.g. certificate revocation list [CRL]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L63/00—Network architectures or network communication protocols for network security
    • H04L63/16—Implementing security features at a particular protocol layer
    • H04L63/168—Implementing security features at a particular protocol layer above the transport layer

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  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Human Computer Interaction (AREA)
  • Computational Linguistics (AREA)
  • Health & Medical Sciences (AREA)
  • Audiology, Speech & Language Pathology (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Physics & Mathematics (AREA)
  • Acoustics & Sound (AREA)
  • Multimedia (AREA)
  • Computer Security & Cryptography (AREA)
  • Artificial Intelligence (AREA)
  • Telephonic Communication Services (AREA)

Abstract

The application relates to an outbound method, an outbound device, an outbound system, a computer device and a storage medium. The method comprises the following steps: receiving call data corresponding to an outbound terminal sent by a target server in the process of outbound to the outbound terminal; according to the call data, machine response data corresponding to the call data are obtained; and sending the machine response data to the target server, wherein the machine response data is used for the target server to send the machine response data to the outbound terminal for output. The method can improve the outbound efficiency.

Description

Outbound method, device, system, computer equipment and storage medium
Technical Field
The invention relates to the technical field of artificial intelligence, in particular to an outbound method, an outbound device, an outbound system, computer equipment and a storage medium.
Background
The call center is used as a hidden service window between enterprises and users, and plays an important role in product publicity, product sale, after-sale management and the like in various industries.
Taking e-commerce platform as an example, under a normal condition, if a terminal of a certain outbound object needs to be outbound, the manual seat needs to input the telephone number of the outbound object in a browser page and click an outbound button, so that the terminal of the outbound object can be outbound, and in the process, the manual seat and the outbound object perform one-to-one communication.
However, in the outbound mode, the operation process of the manual seat is complicated, and the manual seat and the outbound object communicate one-to-one, which all result in low outbound efficiency of the call center.
Disclosure of Invention
Based on the method, the device, the system, the computer equipment and the storage medium, the outbound method, the device and the system can improve the outbound efficiency.
In a first aspect, an embodiment of the present application provides an outbound method, where the method includes:
receiving call data corresponding to an outbound terminal sent by a target server in the process of outbound to the outbound terminal;
according to the call data, machine response data corresponding to the call data are obtained;
and sending the machine response data to the target server, wherein the machine response data is used for the target server to send the machine response data to the outbound terminal for output.
In one embodiment, the establishing a real-time communication connection between the proxy server and the target server, and the receiving call data corresponding to the outbound terminal sent by the target server includes:
receiving the call data sent by the target server based on the webpage real-time communication connection;
the sending the machine response data to the target server includes:
and sending the machine response data to the target server based on the webpage real-time communication connection.
In one embodiment, the method further comprises:
acquiring an outbound request sent by an automatic outbound terminal, wherein the outbound request at least carries identification information corresponding to the outbound terminal;
and sending the outbound request to the target server, wherein the outbound request is used for the target server to initiate outbound to the outbound terminal based on the identification information.
In one embodiment, a data security channel is established between the proxy server and the automatic outbound server, and the acquiring of the outbound request sent by the automatic outbound server includes:
and acquiring the outbound request sent by the automatic outbound terminal through the data security channel.
In one embodiment, the method further comprises:
if a data request sent by the automatic outbound terminal is received, detecting whether the request type of the data request is an outbound type;
if the request type is the outbound type, responding to the data request;
and if the request type is not the outbound type, forwarding the data request to the target server for the target server to respond to the data request.
In one embodiment, the obtaining, according to the call data, machine response data corresponding to the call data includes:
sending the call data to an outbound robot;
and receiving the machine response data sent by the outbound robot, wherein the machine response data are fed back by the outbound robot based on the call data.
In one embodiment, said sending said machine response data to said target server comprises:
performing data structure conversion processing on the machine response data to obtain target machine response data;
and sending the target machine response data to the target server.
In a second aspect, an embodiment of the present application provides an outbound device, where the device includes:
the receiving module is used for receiving the call data corresponding to the outbound terminal sent by the target server in the process of outbound of the outbound terminal;
the first acquisition module is used for acquiring machine response data corresponding to the call data according to the call data;
and the first sending module is used for sending the machine response data to the target server, and the machine response data is used for the target server to send the machine response data to the outbound terminal for outputting.
In an embodiment, a web real-time communication connection is established between the proxy server and the target server, and the receiving module is specifically configured to receive the call data sent by the target server based on the web real-time communication connection;
the first sending module is specifically configured to send the machine response data to the target server based on the web real-time communication connection.
In one embodiment, the apparatus further comprises:
the second acquisition module is used for acquiring an outbound request sent by an automatic outbound terminal, wherein the outbound request at least carries identification information corresponding to the outbound terminal;
and the second sending module is used for sending the outbound request to the target server, wherein the outbound request is used for the target server to initiate outbound to the outbound terminal based on the identification information.
In one embodiment, a data security channel is established between the proxy server and the automatic outbound terminal, and the second obtaining module is specifically configured to obtain the outbound request sent by the automatic outbound terminal through the data security channel.
In one embodiment, the apparatus further comprises:
the detection module is used for detecting whether the request type of the data request is an outbound type or not if the data request sent by the automatic outbound terminal is received;
a response module, configured to respond to the data request if the request type is the outbound type;
and a third sending module, configured to forward the data request to the target server for the target server to respond to the data request if the request type is not the outbound type.
In one embodiment, the first obtaining module is specifically configured to send the call data to an outbound robot; and receiving the machine response data sent by the outbound robot, wherein the machine response data are fed back by the outbound robot based on the call data.
In one embodiment, the first sending module is specifically configured to perform data structure conversion processing on the machine response data to obtain target machine response data; and sending the target machine response data to the target server.
In a third aspect, an embodiment of the present application provides an outbound system, where the system includes a proxy server and a target server, where:
the proxy server is used for receiving the call data corresponding to the outbound terminal sent by the target server in the process of outbound to the outbound terminal;
the proxy server is further used for obtaining machine response data corresponding to the call data according to the call data and sending the machine response data to the target server, and the machine response data is used for the target server to send the machine response data to the outbound terminal for outputting.
In a fourth aspect, an embodiment of the present application provides a computer device, which includes a memory and a processor, where the memory stores a computer program, and the processor implements the steps of the method according to the first aspect when executing the computer program.
In a fifth aspect, embodiments of the present application provide a computer-readable storage medium, on which a computer program is stored, which, when executed by a processor, implements the steps of the method according to the first aspect as described above.
The beneficial effects brought by the technical scheme provided by the embodiment of the application at least comprise:
in the process of calling out the calling-out terminal, receiving call data corresponding to the calling-out terminal sent by a target server, then, acquiring machine response data corresponding to the call data by an agent server according to the call data, and sending the machine response data to the target server, wherein the machine response data is used for the target server to send the machine response data to the calling-out terminal for output; therefore, in the process of calling out the calling out terminal, the call data and the machine response data are forwarded through the proxy server, and automatic calling out of the calling out terminal is realized, so that the problem that the operation process of an artificial seat is complicated and the calling out efficiency of a calling center is low due to a one-to-one communication mode of the artificial seat and the calling out object is effectively avoided because the artificial seat inputs the telephone number of the calling out object in a browser page and clicks a calling out button to carry out calling out, and the calling out efficiency is improved.
Drawings
FIG. 1 is a diagram of an application environment for an outbound method provided by one embodiment;
fig. 2 is a flow diagram of an outbound method provided by an embodiment;
fig. 3 is a schematic flow chart of an outbound method according to another embodiment;
fig. 4 is a flowchart illustrating an outbound method according to another embodiment;
fig. 5 is a schematic flow chart illustrating a response of the proxy server to a data request of the automatic outbound terminal according to another embodiment;
FIG. 6 is a flowchart of step 202 provided in another embodiment;
FIG. 7 is a schematic flow chart of step 203 provided by another embodiment;
FIG. 8 is a block diagram of an outbound device provided in one embodiment;
FIG. 9 is a block diagram of an outbound system provided in one embodiment;
FIG. 10 is an internal block diagram of a computer device provided in one 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 method, the device, the system, the computer equipment and the storage medium provided by the embodiment of the application aim at solving the technical problem that the outbound efficiency of a call center is low due to the complex operation process of an artificial seat and the one-to-one communication mode of the artificial seat and an outbound object in the traditional outbound process. 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 method provided in an embodiment of the present application. As shown in fig. 1, the implementation environment may include a proxy server 101, a target server 102, and a calling terminal 103, where the proxy server 101 and the target server 102 may communicate with each other through a wired network or a wireless network, and the target server 102 and the calling terminal 103 may communicate with each other through a wired network or a wireless network.
The proxy server 101 may be in a software form or a hardware form. In the case that the proxy server 101 is in the form of hardware, the proxy server 101 may be a proxy server, and both the proxy server and the target server 102 may be any type of server; the proxy server can be one server or a server cluster consisting of a plurality of servers; the target server 102 may be one server or a server cluster including a plurality of servers. The outbound terminal 103 may be a smartphone, a tablet, a personal computer, a laptop, an onboard device, etc.
In the implementation environment shown in fig. 1, the proxy server 101 may receive call data corresponding to the outbound terminal 103 sent by the target server 102 in the process of making an outbound call to the outbound terminal 103; the agent server 101 may obtain machine response data corresponding to the call data according to the call data; the proxy server 101 may send the machine response data to the target server 102, where the machine response data is used for the target server 102 to send the machine response data to the outbound terminal 103 for output.
In one embodiment, as shown in fig. 2, an outbound method is provided, which is described by taking the method as an example applied to the proxy server 101 in fig. 1, and includes the following steps:
step 201, in the process of calling out the calling out terminal, the proxy server receives the call data corresponding to the calling out terminal sent by the target server.
In the embodiment of the application, the target server can be a server which is deployed by a call center and used for calling out an outbound terminal; the proxy server can be used for sending an outbound request to the target server to trigger an outbound process, forwarding call data of an outbound object and machine response data of an outbound robot in the process that the target server calls the outbound terminal, and the like, and the proxy server is combined with the target server to realize automatic outbound of the outbound terminal.
Under the condition that the outbound terminal needs to be called, the proxy server side can send an outbound request to the target server. In the following, an embodiment of the proxy server obtaining the outbound request will be described.
In a possible implementation manner, the outbound request may be generated by the proxy server based on a preset outbound policy, specifically, based on the outbound policy, if the proxy server detects that an outbound call needs to be performed on the outbound terminal, the proxy server generates the outbound request and sends the outbound request to the target server for an outbound call.
In another possible implementation, the outbound request may also be sent by an automatic outbound terminal, and after receiving the outbound request sent by the automatic outbound terminal, the proxy server sends the outbound request to the target server for outbound, where a manner in which the proxy server obtains the outbound request is not specifically limited.
The outbound request may carry identification information corresponding to the outbound terminal, where the identification information may be, for example, a telephone number or other identity identifier corresponding to the outbound terminal; optionally, the outbound request may also carry a first greeting that needs to be output to the outbound target after the outbound call is connected. Therefore, after receiving the outbound request, the target server initiates an outbound to the outbound terminal based on the outbound request, acquires the call data of the outbound object corresponding to the outbound terminal in the outbound process, and then feeds back the acquired call data to the proxy server.
In the embodiment of the present application, the call data may be call voice data of an outbound party, and of course, may also be call text data obtained by performing voice recognition on the call voice data, and may also be an intention obtained by performing intention recognition on the call text data.
Step 202, the agent server acquires machine response data corresponding to the call data according to the call data.
After receiving the call data of the outbound object, the proxy server acquires machine response data corresponding to the call data, wherein the machine response data is the automatic response data of the outbound robot in the outbound process.
As described above, the proxy server may be in a software form or a hardware form, and in the case that the proxy server is in a hardware form, the proxy server may be a proxy server, so that the proxy server may deploy the outbound robot program, and the proxy server invokes a software interface of the outbound robot program to input call data, so as to obtain machine response data corresponding to the call data.
Of course, the outbound robot may also be in a hardware form, so that the proxy server sends the call data to the outbound robot, receives the machine response data fed back by the outbound robot, and so on.
And step 203, the proxy server side sends the machine response data to the target server.
And the machine response data is used for the target server to send the machine response data to the outbound terminal for output.
And after the proxy server acquires the machine response data of the outbound robot, the proxy server sends the machine response data to the target server, and then the target server sends the machine response data to the outbound terminal and outputs the machine response data to the outbound object, so that the automatic communication between the outbound robot and the outbound object is realized.
Hereinafter, the embodiments of the present application will be described in addition with exemplary application scenarios.
Illustratively, the target server may be a server deployed at a call center of the e-commerce a for making pre-or post-sale calls to consumers. For the automatic outbound provider, under the condition that the main execution logic of the target server of the e-commerce a cannot be directly modified, the automatic outbound of the outbound terminal of the consumer needs to be realized based on the existing network architecture of the call center of the e-commerce a.
In this scenario, in this embodiment of the application, an automatic outbound provider may locally deploy a proxy server, and after the proxy server obtains an outbound request (the outbound request may be, for example, related information of an outbound terminal to be outbound, which is input by a user), based on the outbound request, the proxy server may send an outbound request to a target server deployed in a call center of the e-commerce a. The outbound request may carry identification information corresponding to the outbound terminal (e.g., a phone number or other identification identifier corresponding to the outbound terminal), and optionally, the outbound request may also carry a first sentence greeting that needs to be output to the consumer after the outbound is connected.
Therefore, after receiving the outbound request, the target server initiates an outbound to the outbound terminal based on the outbound request, acquires the call data of the consumer in the outbound process, and then feeds back the acquired call data to the proxy server.
After receiving the call data of the consumer, the proxy server side can send the call data to the outbound robot and receive machine response data fed back by the outbound robot, the proxy server side sends the machine response data to the target server, and the target server sends the machine response data to the outbound terminal and outputs the machine response data to the consumer, so that automatic communication between the outbound robot and the consumer is achieved.
In the embodiment, in the process of calling out the calling-out terminal, the proxy server receives the call data corresponding to the calling-out terminal sent by the target server, then the proxy server acquires the machine response data corresponding to the call data according to the call data, and sends the machine response data to the target server, wherein the machine response data is used for the target server to send the machine response data to the calling-out terminal for output; therefore, in the process of calling out the calling out terminal, the call data and the machine response data are forwarded through the proxy server, and automatic calling out of the calling out terminal is realized, so that the problem that the operation process of an artificial seat is complicated and the calling out efficiency of a calling center is low due to a one-to-one communication mode of the artificial seat and the calling out object is effectively avoided because the artificial seat inputs the telephone number of the calling out object in a browser page and clicks a calling out button to carry out calling out, and the calling out efficiency is improved.
In one embodiment, based on the embodiment shown in fig. 2, referring to fig. 3, this embodiment relates to a specific data transceiving process between the proxy server and the target server. In this embodiment, a real-time communication connection of a web page is established between the proxy server and the target server, as shown in fig. 3, step 201 may be implemented by the following step 2011:
in the process of calling out the calling-out terminal, the proxy server receives the call data sent by the target server based on the real-time communication connection of the web page, in step 2011.
In the traditional technology, if an outbound call terminal of a certain outbound call object needs to be outbound, an artificial agent needs to input a telephone number of the outbound call object in a browser page and click an outbound button, and the browser terminal sends an outbound call request to a target server for outbound call through established Web Real-Time Communication (WebRTC); in the outbound process, the browser terminal and the target server are connected through webpage real-time communication to transmit the call data corresponding to the outbound terminal and the manual response data of the manual agent.
In the embodiment of the application, the real-time webpage communication connection can be established between the proxy server and the target server, so that on the basis of the traditional technology, the embodiment of the application only replaces the address of the target server from the address of the browser terminal by the address of the proxy server, and does not need to modify the main execution logic of the target server, namely, the embodiment of the application enables the target server to still communicate with the proxy server through the real-time webpage communication connection in a way of hijacking the browser terminal.
Therefore, in the process of calling out the calling-out terminal, the proxy server receives the call data sent by the target server based on the real-time communication connection of the webpage.
In this embodiment, step 203 may be implemented by step 2031 as follows:
step 2031, the proxy server side sends the machine response data to the target server based on the real-time communication connection of the web page.
Similarly, after the agent server acquires the machine response data corresponding to the call data according to the call data, the agent server also sends the machine response data to the target server based on the real-time webpage communication connection established between the agent server and the target server.
It should be noted that, in an actual application scenario, the target server may be a server of a call center of a client (e.g., the above-mentioned e-commerce a) having an automatic outbound call requirement, and for an automatic outbound call provider, an existing network architecture of the call center of the client is required to implement an automatic outbound call to an outbound terminal without directly modifying the main execution logic of the server of the client call center.
In view of this, in the embodiment of the present application, the automatic outbound provider may deploy the proxy server locally, and the proxy server establishes a real-time communication connection with the target server (the server of the call center of the client). The method comprises the steps that an artificial agent is forbidden to input a telephone number of an outbound object in a browser page to trigger outbound, and a transmission address of a target server is replaced by an address of an agent server in the embodiment of the application from an address of a traditional browser terminal, so that after the agent server acquires an outbound request, the agent server establishes real-time communication connection of a webpage and sends the outbound request to a target server deployed in a call center of a client, the target server initiates outbound to the outbound terminal after receiving the outbound request, and in the outbound process, the target server sends call data of the outbound object to the agent server according to the updated transmission address in the target server.
Further, the proxy server sends the call data to the outbound robot and receives machine response data fed back by the outbound robot, the proxy server sends the machine response data to the target server, and the target server sends the machine response data to the outbound terminal and outputs the machine response data to the outbound object, so that automatic communication between the outbound robot and the outbound object is realized.
Therefore, in the embodiment, the main execution logic of the target server of the call center of the client does not need to be modified, the automatic outbound of the outbound terminal can be realized under the condition that the target server has no difference transmission by locally deploying the proxy server and establishing the real-time communication connection of the webpage between the proxy server and the target server, and the application flexibility of the outbound method in the embodiment of the application is improved.
In one embodiment, based on the embodiment shown in fig. 2, referring to fig. 4, this embodiment relates to a process of how the proxy server initiates an outbound call. As shown in fig. 4, the outbound method of this embodiment further includes steps 401 and 402:
step 401, the proxy server obtains an outbound request sent by the automatic outbound terminal.
Similar to the proxy server and the outbound robot, the automatic outbound terminal may be in a software form, or may be in a hardware form, and a specific deployment manner of the automatic outbound terminal is not limited herein.
In the embodiment of the application, the automatic outbound end is used for simulating the operation of the browser terminal, for example, the automatic outbound end can automatically open the browser, input the telephone number of the outbound object needing outbound in the browser page and click the "outbound" button, so that the automatic outbound end detects the outbound request. The telephone number of the outgoing call object may be included in the relevant information of the outgoing call terminal to be outgoing called, which is inputted by the user.
The automatic outbound terminal sends an outbound request to the proxy server, and the proxy server obtains the outbound request sent by the automatic outbound terminal, where the outbound request carries at least identification information corresponding to the outbound terminal, and the identification information may be, for example, a telephone number or other identification corresponding to the outbound terminal. Optionally, the outbound request may also carry a first greeting after the outbound call is placed.
In a possible implementation manner of step 401, a data security channel is established between the proxy server and the automatic outbound server, and the proxy server may execute the following step a1 to implement the process of step 401:
step A1, the proxy server obtains the outbound request sent by the automatic outbound terminal through the data security channel.
In this embodiment of the present application, a self-signed SSL (Secure Socket Layer) certificate used by an HTTPS (hypertext Transfer Protocol over Secure Socket Layer) may be configured between the proxy server and the automatic outbound.
Illustratively, the agent server can generate an SSL certificate used by the self-signed HTTPS by using a local HTTPS-SSL certificate generation tool mkcert (the mkcert is a program written in a go language and used for generating a local self-signed certificate), so as to obtain a client certificate and an Nginx configuration certificate; installing a client certificate into a system root certificate directory of an automatic outbound terminal; installing the Nginx configuration certificate into the proxy server, and configuring a service for monitoring 443 port (HTTPS transmission default 443 port), thereby monitoring the data transmitted to the proxy server 443 port by the target server.
Therefore, a data security channel is constructed between the proxy server and the automatic outbound server in a manner of installing the client certificate at the automatic outbound server and installing the Nginx configuration certificate at the proxy server, and information transmission between the proxy server and the automatic outbound server can be performed based on the data security channel.
Step 402, the proxy server sends the outbound request to the target server, and the outbound request is used for the target server to initiate outbound to the outbound terminal based on the identification information.
And after receiving the outbound request, the proxy server sends the outbound request to the target server, and the target server initiates outbound to the outbound terminal based on the identification information and the greeting.
Illustratively, the target server initiates an outbound to the outbound terminal according to the identification information, and sends the greeting to the outbound terminal to be output to the outbound object after the outbound object answers the greeting, then, the outbound terminal collects the call data of the outbound object, sends the call data to the target server, and the target server sends the call data to the proxy server to continue the outbound process of the embodiment of the application.
Therefore, the outbound request is sent out by simulating the operation of the browser terminal through the automatic outbound terminal, and after the proxy server acquires the outbound request sent by the automatic outbound terminal, the outbound request is sent to the target server to trigger the outbound process, so that the automatic outbound of the outbound terminal is realized, and the outbound efficiency is improved.
In one embodiment, based on the embodiment shown in fig. 4, referring to fig. 5, this embodiment relates to a response procedure of the proxy server to a data request of the automatic outbound side. As shown in fig. 5, the outbound method of this embodiment further includes step 501, step 502, and step 503:
step 501, if the proxy server receives a data request sent by an automatic outbound terminal, detecting whether the request type of the data request is an outbound type.
In the implementation of the application, the automatic outbound terminal serves as a client of the simulated browser terminal, and may send a data request to the proxy server to request service data, for example, to request outbound information related to the outbound service, or to request information such as pictures and videos of other services unrelated to the outbound service.
As an implementation manner, after receiving a data request sent by an automatic outbound terminal, a proxy server first detects whether a request type of the data request is an outbound type, for example, detects whether the data request includes an outbound type word or detects whether the data request is a fixed name, if so, determines that the request type of the data request is an outbound type, otherwise, determines that the request type of the data request is not an outbound type.
Step 502, if the request type is an outbound type, the proxy server responds to the data request.
If the request type is the outbound type, the proxy server side directly responds to the data request locally, for example, sends outbound related service data corresponding to the data request to the automatic outbound side.
Step 503, if the request type is not the outbound type, the proxy server forwards the data request to the target server for the target server to respond to the data request.
And if the request type is not the outbound type, the proxy server forwards the data request to the target server so that the target server can respond to the data request.
Therefore, the proxy server only carries out local processing on the request related to the outbound service by distinguishing whether the request type of the data request is the outbound type or not, and returns other resource file requests to the target server of the client side for processing in a proxy mode, so that the data processing amount of the proxy server can be reduced, the outbound response rate is improved, and the outbound efficiency is improved.
In an embodiment, based on the embodiment shown in fig. 2, referring to fig. 6, this embodiment relates to a process of how the proxy server obtains machine response data corresponding to call data according to the call data. As shown in fig. 6, step 202 includes steps 601 and 602 shown in fig. 6:
step 601, the proxy server sends the call data to the outbound robot.
In the embodiment of the application, the machine response data of the outbound process is provided by the outbound robot. In a possible implementation manner, when the call data is voice data, the outbound robot may perform voice recognition on the call data to obtain text data, perform intention extraction on the text data to obtain an intention, match the outbound knowledge base according to the obtained intention, obtain a reply corresponding to the intention in the current session node in the current service scene, and use the reply as machine response data.
Of course, the call data may also be text data obtained by performing speech recognition on the call data, or may also be text data obtained by performing intent extraction on the text data, and the like, and is not particularly limited herein.
In step 602, the proxy server receives machine response data sent by the outbound robot, where the machine response data is fed back by the outbound robot based on the call data.
In the embodiment of the application, when the outbound robot feeds back the machine response data, the target address to be sent by the outbound robot is configured to be the address of the proxy server, so that the outbound robot can send the machine response data to the proxy server, the proxy server sends the machine response data to the target server, and the machine response data is used for the target server to send the machine response data to the outbound terminal for output.
In the above embodiment, in the outbound process, the outbound robot may match the outbound knowledge base according to the intention corresponding to the call data of the outbound object, obtain the answer corresponding to the intention in the current session node in the current service scene, and use the answer as the machine response data, thereby implementing an accurate answer to the outbound object and improving the accuracy of the outbound.
In addition, in the embodiment of the application, the intelligent question answering between the outbound robot and the outbound object in the automatic outbound process can be realized through the outbound robot, so that the defect that in part of the automatic outbound process, only fixed audio can be simulated in a mode of a designated file, and only fixed configuration parameters can be modified if audio stream needs to be modified is overcome, and the intelligence of outbound is improved.
In one embodiment, based on the embodiment shown in fig. 2, referring to fig. 7, the embodiment relates to a process of how the proxy server sends the machine response data to the target server. As shown in fig. 7, step 203 includes steps 701 and 702 shown in fig. 7:
step 701, the proxy server performs data structure conversion processing on the machine response data to obtain target machine response data.
In the embodiment of the application, the proxy server acquires the machine response data sent by the outbound robot, the machine response data can be audio streams in a PCM format, and the proxy server performs format conversion on the machine response data to obtain target machine response data.
For example, the proxy server performs data structure conversion processing on the machine response data, and may convert the machine response data into a media stream in a preset format to obtain target machine response data.
Step 702, the proxy server sends the target machine response data to the target server.
As an implementation manner, the processes of sending the machine response data to the proxy server by the outbound robot and sending the target machine response data to the target server by the proxy server may be implemented in a message queue manner.
For example, when the outbound robot sends the machine response data to the proxy server, the machine response data can be sent to the message queue of the proxy server, and when the proxy server sends the target machine response data to the target server, the target machine response data can be sent to the message queue of the target server.
In one embodiment, an outbound method is provided, which may be applied in the implementation environment shown in fig. 1, and includes:
step a, the proxy server side obtains an outbound request sent by the automatic outbound terminal through a data security channel, wherein the outbound request at least carries identification information corresponding to the outbound terminal.
Wherein, a data security channel is constructed between the proxy server side and the automatic outbound side.
And b, the proxy server sends the outbound request to the target server, and the outbound request is used for the target server to initiate outbound to the outbound terminal based on the identification information.
And c, the proxy server is connected with the web page in real-time communication and receives the call data sent by the target server.
And a webpage real-time communication connection is established between the proxy server and the target server.
And d, the proxy server sends the call data to the outbound robot.
And e, the proxy server receives machine response data sent by the outbound robot, wherein the machine response data are fed back by the outbound robot based on the call data.
And f, the proxy server performs data structure conversion processing on the machine response data to obtain target machine response data.
And g, the proxy server is connected with the target server in real-time communication based on the webpage, and sends the target machine response data to the target server, wherein the machine response data is used for the target server to send the machine response data to the outbound terminal for output.
It should be understood that, although the steps in the above-described flowcharts are shown in order as indicated by the arrows, the steps are not necessarily performed in order as indicated by the arrows. The steps are not performed in the exact order shown and described, and may be performed in other orders, unless explicitly stated otherwise. Moreover, at least a portion of the steps in the above-described flowcharts may include multiple sub-steps or multiple stages, which are not necessarily performed at the same time, but may be performed at different times, and the order of performing the sub-steps or the stages is not necessarily sequential, but may be performed alternately or alternatingly with other steps or at least a portion of the sub-steps or stages of other steps.
In one embodiment, as shown in fig. 8, there is provided an outbound device comprising:
the system comprises a receiving module 100, a processing module and a processing module, wherein the receiving module is used for receiving call data corresponding to an outbound terminal sent by a target server in the process of outbound to the outbound terminal;
a first obtaining module 200, configured to obtain, according to the call data, machine response data corresponding to the call data;
a first sending module 300, configured to send the machine response data to the target server, where the machine response data is used for the target server to send the machine response data to the outbound terminal for output.
In an embodiment, a web real-time communication connection is established between the proxy server and the target server, and the receiving module 100 is specifically configured to receive the call data sent by the target server based on the web real-time communication connection;
the first sending module 300 is specifically configured to send the machine response data to the target server based on the real-time communication connection of the web page.
In one embodiment, the apparatus further comprises:
the second acquisition module is used for acquiring an outbound request sent by an automatic outbound terminal, wherein the outbound request at least carries identification information corresponding to the outbound terminal;
and the second sending module is used for sending the outbound request to the target server, wherein the outbound request is used for the target server to initiate outbound to the outbound terminal based on the identification information.
In one embodiment, a data security channel is established between the proxy server and the automatic outbound terminal, and the second obtaining module is specifically configured to obtain the outbound request sent by the automatic outbound terminal through the data security channel.
In one embodiment, the apparatus further comprises:
the detection module is used for detecting whether the request type of the data request is an outbound type or not if the data request sent by the automatic outbound terminal is received;
a response module, configured to respond to the data request if the request type is the outbound type;
and a third sending module, configured to forward the data request to the target server for the target server to respond to the data request if the request type is not the outbound type.
In one embodiment, the first obtaining module 200 is specifically configured to send the call data to an outbound robot; and receiving the machine response data sent by the outbound robot, wherein the machine response data are fed back by the outbound robot based on the call data.
In an embodiment, the first sending module 300 is specifically configured to perform data structure conversion processing on the machine response data to obtain target machine response data; and sending the target machine response data to the target server.
The outbound device provided in this embodiment may execute the outbound method embodiment, and its implementation principle and technical effect are similar, which are not described herein again. For the specific definition of the outbound device, reference may be made to the above definition of the outbound method, which is not described herein again. The various modules in the outbound device described above may be implemented in whole or in part by software, hardware, and combinations thereof. The modules can be embedded in a hardware form or independent from a processor in the computer device, and can also be stored in a memory in the computer device in a software form, so that the processor can call and execute operations corresponding to the modules.
In one embodiment, an outbound system is provided, the system comprising a proxy server and a target server, wherein:
the proxy server is used for receiving the call data corresponding to the outbound terminal sent by the target server in the process of outbound to the outbound terminal;
the proxy server is further used for obtaining machine response data corresponding to the call data according to the call data and sending the machine response data to the target server, and the machine response data is used for the target server to send the machine response data to the outbound terminal for outputting.
On the basis of the outbound system provided by the above embodiment, exemplarily referring to fig. 9, an outbound system is provided, which further includes an automatic outbound terminal and an outbound robot; in the case that an outbound call needs to be performed on an outbound terminal, specifically:
1) a data security channel is constructed between the proxy server and the automatic outbound terminal, the automatic outbound terminal sends an outbound request to the proxy server through the data security channel, and the outbound request at least carries identification information corresponding to the outbound terminal.
2) And the proxy server receives the outbound request sent by the automatic outbound terminal through the data security channel.
3) The proxy server establishes a webpage real-time communication connection with the target server, and sends the outbound request to the target server based on the webpage real-time communication connection.
4) The target server receives the outbound request based on the real-time communication connection of the webpage, initiates outbound to the outbound terminal based on the identification information, acquires the call data of the outbound object and feeds the call data back to the proxy server.
5) The proxy server is connected with the web page in real-time communication and receives the call data sent by the target server.
6) And the proxy server sends the call data to the outbound robot.
7) And the proxy server receives machine response data sent by the outbound robot, wherein the machine response data are fed back by the outbound robot based on the call data.
8) And the proxy server performs data structure conversion processing on the machine response data to obtain target machine response data.
9) And the proxy server is connected with the target server in real-time communication based on the webpage, and sends the target machine response data to the target server, wherein the machine response data is used for the target server to send the machine response data to the outbound terminal for output.
The outbound system provided in this embodiment may implement the outbound method embodiment, and its implementation principle and technical effect are similar, which are not described herein again. The proxy server, the automatic outbound terminal and the outbound robot can be in a software form or a hardware form. For the specific definition of the outbound system, reference may be made to the above definition of the outbound method, which is not described herein again.
In one embodiment, there is also provided a computer device as shown in fig. 10, the computer device may be a server, and its internal structure diagram may be as shown in fig. 10. The computer device includes a processor, a memory, and a network interface connected by a system bus. Wherein the processor of the computer device is configured to provide computing and control capabilities. The memory of the computer device comprises a nonvolatile storage medium and an internal memory. The non-volatile storage medium stores an operating system, a computer program, and a database. The internal memory provides an environment for the operation of an operating system and computer programs in the non-volatile storage medium. The database of the computer device is used for storing outgoing call data. The network interface of the computer device is used for communicating with an external terminal through a network connection. The computer program is executed by a processor to implement a callout method.
Those skilled in the art will appreciate that the architecture shown in fig. 10 is merely a block diagram of some of the structures associated with the disclosed aspects and is not intended to limit the computing devices to which the disclosed aspects apply, as particular computing devices may include more or less components than those shown, or may combine certain components, or have a different arrangement of components.
In one embodiment, a computer device is provided, comprising a memory and a processor, the memory having a computer program stored therein, the processor implementing the following steps when executing the computer program:
receiving call data corresponding to an outbound terminal sent by a target server in the process of outbound to the outbound terminal;
according to the call data, machine response data corresponding to the call data are obtained;
and sending the machine response data to the target server, wherein the machine response data is used for the target server to send the machine response data to the outbound terminal for output.
In one embodiment, a real-time communication connection of a web page is established between the proxy server and the target server, and the processor executes the computer program to further implement the following steps:
receiving the call data sent by the target server based on the webpage real-time communication connection;
the sending the machine response data to the target server includes:
and sending the machine response data to the target server based on the webpage real-time communication connection.
In one embodiment, the processor, when executing the computer program, further performs the steps of:
acquiring an outbound request sent by an automatic outbound terminal, wherein the outbound request at least carries identification information corresponding to the outbound terminal;
and sending the outbound request to the target server, wherein the outbound request is used for the target server to initiate outbound to the outbound terminal based on the identification information.
In one embodiment, a data security channel is established between the proxy server and the automatic outbound server, and the processor executes the computer program to further implement the following steps:
and acquiring the outbound request sent by the automatic outbound terminal through the data security channel.
In one embodiment, the processor, when executing the computer program, further performs the steps of:
if a data request sent by the automatic outbound terminal is received, detecting whether the request type of the data request is an outbound type;
if the request type is the outbound type, responding to the data request;
and if the request type is not the outbound type, forwarding the data request to the target server for the target server to respond to the data request.
In one embodiment, the processor, when executing the computer program, further performs the steps of:
sending the call data to an outbound robot;
and receiving the machine response data sent by the outbound robot, wherein the machine response data are fed back by the outbound robot based on the call data.
In one embodiment, the processor, when executing the computer program, further performs the steps of:
performing data structure conversion processing on the machine response data to obtain target machine response data;
and sending the target machine response data to the target server.
It will be understood by those skilled in the art that all or part of the processes of the methods of the embodiments described above can be implemented by hardware related to instructions of a computer program, which can be stored in a non-volatile computer-readable storage medium, and when executed, the computer program can include the processes of the embodiments of the methods described above. Any reference to memory, storage, database, or other medium used in the embodiments provided herein may include non-volatile and/or volatile memory, among others. Non-volatile memory can include read-only memory (ROM), Programmable ROM (PROM), Electrically Programmable ROM (EPROM), Electrically Erasable Programmable ROM (EEPROM), or flash memory. Volatile memory can include Random Access Memory (RAM) or external cache memory. By way of illustration and not limitation, RAM is available in a variety of forms, such as Static RAM (SRAM), Dynamic RAM (DRAM), Synchronous DRAM (SDRAM), Double Data Rate SDRAM (DDRSDRAM), Enhanced SDRAM (ESDRAM), Synchronous Link DRAM (SLDRAM), Ramb microsecond direct RAM (RDRAM), direct bus dynamic RAM (DRDRAM), and bus dynamic RAM (RDRAM).
In one embodiment, a computer-readable storage medium is provided, having a computer program stored thereon, which when executed by a processor, performs the steps of:
receiving call data corresponding to an outbound terminal sent by a target server in the process of outbound to the outbound terminal;
according to the call data, machine response data corresponding to the call data are obtained;
and sending the machine response data to the target server, wherein the machine response data is used for the target server to send the machine response data to the outbound terminal for output.
In one embodiment, a real-time communication connection is established between the proxy server and the target server, and the computer program when executed by the processor further implements the following steps:
receiving the call data sent by the target server based on the webpage real-time communication connection;
the sending the machine response data to the target server includes:
and sending the machine response data to the target server based on the webpage real-time communication connection.
In one embodiment, the computer program when executed by the processor further performs the steps of:
acquiring an outbound request sent by an automatic outbound terminal, wherein the outbound request at least carries identification information corresponding to the outbound terminal;
and sending the outbound request to the target server, wherein the outbound request is used for the target server to initiate outbound to the outbound terminal based on the identification information.
In one embodiment, a data security channel is established between the proxy server and the automatic outbound server, and the computer program when executed by the processor further implements the following steps:
and acquiring the outbound request sent by the automatic outbound terminal through the data security channel.
In one embodiment, the computer program when executed by the processor further performs the steps of:
if a data request sent by the automatic outbound terminal is received, detecting whether the request type of the data request is an outbound type;
if the request type is the outbound type, responding to the data request;
and if the request type is not the outbound type, forwarding the data request to the target server for the target server to respond to the data request.
In one embodiment, the computer program when executed by the processor further performs the steps of:
sending the call data to an outbound robot;
and receiving the machine response data sent by the outbound robot, wherein the machine response data are fed back by the outbound robot based on the call data.
In one embodiment, the computer program when executed by the processor further performs the steps of:
performing data structure conversion processing on the machine response data to obtain target machine response data;
and sending the target machine response data to the target server.
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 method for a proxy server, the method comprising:
receiving call data corresponding to an outbound terminal sent by a target server in the process of outbound to the outbound terminal;
according to the call data, machine response data corresponding to the call data are obtained;
and sending the machine response data to the target server, wherein the machine response data is used for the target server to send the machine response data to the outbound terminal for output.
2. The method according to claim 1, wherein a real-time communication connection of a web page is established between the proxy server and the target server, and the receiving of the call data corresponding to the outbound terminal sent by the target server includes:
receiving the call data sent by the target server based on the webpage real-time communication connection;
the sending the machine response data to the target server includes:
and sending the machine response data to the target server based on the webpage real-time communication connection.
3. The method of claim 1, further comprising:
acquiring an outbound request sent by an automatic outbound terminal, wherein the outbound request at least carries identification information corresponding to the outbound terminal;
and sending the outbound request to the target server, wherein the outbound request is used for the target server to initiate outbound to the outbound terminal based on the identification information.
4. The method according to claim 3, wherein a data security channel is established between the proxy server and the automatic outbound server, and the acquiring the outbound request sent by the automatic outbound server comprises:
and acquiring the outbound request sent by the automatic outbound terminal through the data security channel.
5. The method of claim 3, further comprising:
if a data request sent by the automatic outbound terminal is received, detecting whether the request type of the data request is an outbound type;
if the request type is the outbound type, responding to the data request;
and if the request type is not the outbound type, forwarding the data request to the target server for the target server to respond to the data request.
6. The method according to claim 1, wherein the obtaining of the machine response data corresponding to the call data according to the call data comprises:
sending the call data to an outbound robot;
and receiving the machine response data sent by the outbound robot, wherein the machine response data are fed back by the outbound robot based on the call data.
7. The method of claim 1, wherein sending the machine response data to the target server comprises:
performing data structure conversion processing on the machine response data to obtain target machine response data;
and sending the target machine response data to the target server.
8. An outbound device, located at a proxy server, the device comprising:
the receiving module is used for receiving the call data corresponding to the outbound terminal sent by the target server in the process of outbound of the outbound terminal;
the first acquisition module is used for acquiring machine response data corresponding to the call data according to the call data;
and the first sending module is used for sending the machine response data to the target server, and the machine response data is used for the target server to send the machine response data to the outbound terminal for outputting.
9. An outbound call system, the system comprising a proxy server and a target server, wherein:
the proxy server is used for receiving the call data corresponding to the outbound terminal sent by the target server in the process of outbound to the outbound terminal;
the proxy server is further used for obtaining machine response data corresponding to the call data according to the call data and sending the machine response data to the target server, and the machine response data is used for the target server to send the machine response data to the outbound terminal for outputting.
10. A computer device comprising a memory and a processor, the memory storing a computer program, wherein the processor implements the steps of the method of any one of claims 1 to 7 when executing the computer program.
11. A computer-readable storage medium, on which a computer program is stored, which, when being executed by a processor, carries out the steps of the method of any one of claims 1 to 7.
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